Call Recording Week in Review
As call recording technology evolves, it has expanded from the contact center bubble to reach the mainstream, its uses becoming more varied and widespread. With so many ways to take advantage of the technology, plenty of news is being generated. Let’s take a look at some of the highlights from the week in call recording.
While it might be hard to believe that recordings of emergency calls would have anything useful to hackers, according to The Guardian, cybercriminals could have easy access to confidential calls thanks to a vulnerability found in one of the most widely used security applications in the world, Nice Recording eXpress. Israel-based Nice Systems’ services are used by more than 5,000 enterprise class customers globally, including nine out of the top 10 U.S. cities, NYPD, New Jersey Transit, FAA (Federal Aviation Administration), and many more in government, public safety, transportation, critical infrastructure and enterprise campus sectors.
"The vulnerabilities enable state-sponsored or criminal hackers to take administrative control of the system and gain access to voice recordings. Besides other illegal purposes, the vulnerabilities can be used for comprehensive surveillance of the target organization," said Johannes Greil, a researcher at SEC Consult said Greil.
Reacting quickly, Nice Systems released a series of updates to fix the vulnerabilities found in its software services. According to SEC Consult, there were nine vulnerabilities, with six labeled as being serious. All of these were addressed by Nice’s fixes. Updates included MySQL 6.5.18, which solves Heartbleed vulnerabilities. NTR is not vulnerable unless customer changed MySQL configuration to non-default settings. Additionally, users no longer need to refresh the browser cache after an NTR upgrade that updates the GUI components.
In the world of entertainment, call recording has made another unexpected appearance. A prank call that took place on an Australian radio show resulted in the suicide of one of its targets, which has highlighted some of the legal and ethical issues regarding call recording. Mel Greig, former 2DayFM host in Sydney, opened up to Channel 7 TV in a tearful interview. In 2012, she and another host managed to place a prank call, with Greig posing as the Queen and Prince Charles, to the King Edward VII Hospital, where Kate Middleton was being treated for morning sickness. One of the nurses, whose voice was recorded in the prank call, ended up committing suicide as a result of the prank call, naming Greig in particular in her suicide note. The incident illustrates that before any call is recorded, whether for broadcast or for archival purposes, all participants should be aware that it’s happening.
Many jurisdictions do in fact have laws in place requiring one or both participants to have consent before being recorded. In the U.S., whether one or both parties must have consent varies from state to state.
There are many more stories in the call recording space than those highlighted here, so be sure to check back regularly for all the latest industry news.