Security, privacy and 9-1-1 · For 3CTel customers
Who can see my call recordings, voicemails and messages?
Access to recordings, voicemails and text messages is controlled by the roles on your 3CTel account. Users see their own voicemail and conversations; supervisors and administrators can be given access to recordings and shared inboxes for the teams they manage. You decide who holds each role and how long recordings are kept, and 3CTel staff access customer content only when needed to resolve a support request.
Roles and what they can see
Roles are set during setup and can be changed at any time. A good practice is to give each person the smallest role that lets them do their job, and to review the list when someone changes position or leaves.
- User: their own extension's voicemail, call history and personal conversations.
- Supervisor: call recordings and reports for the queues or groups they manage, plus any shared inbox assigned to their team.
- Administrator: account-wide settings, users, recordings and retention rules.
- Owner: everything an administrator can do, plus the ability to add or remove administrators.
Recordings, retention and deletion
Call recording is off unless you turn it on, and it can be enabled for specific queues, extensions or directions. Canadian law generally requires that callers be informed that a call is recorded; 3CTel configures the announcement with you.
Retention is a setting you choose. Some businesses keep recordings for a short period for coaching; regulated industries may keep them longer to meet their own record-keeping obligations. Recordings can be downloaded before they expire and deleted early by an administrator.
What 3CTel staff can access
Support staff work with call logs, registration status and configuration to diagnose problems. Access to the content of recordings, voicemails or messages is limited to what is needed to resolve a request you have raised, and you can ask what was accessed. Customer content is not used for any purpose other than delivering the service.
If your industry has specific privacy obligations, for example in health care or financial services, discuss them during planning so retention, roles and recording announcements are set up to support your own policies.
Related questions.
Can employees see each other's voicemails?
Not by default. Each extension's voicemail is private to that user. A shared voicemail box for a department is visible to everyone assigned to it, which is useful for reception or sales lines.
Can I export recordings before they expire?
Yes. Administrators and supervisors with the right role can download recordings and voicemails from the portal. If you need a bulk export, for example for a records request, ask support for help.
Are text messages visible to managers?
Messages in a shared team inbox are visible to everyone on that team. Messages on a user's personal business number are visible to that user and to administrators who have been given access.
Last updated: