Can we limit which staff see call recordings?

Yes. Administrators grant access by role, team or site. A supervisor can be given access to a queue's recordings while agents see only their own, or none.

Does 3CTel keep data after we cancel?

Data is handled according to the retention settings on the account and any deletion request you make at the end of the contract. Confirmation is provided in writing once deletion is complete.

Where is our data hosted?

Hosting location is not stated on this site. It is confirmed in writing on request so that your records carry a dated answer.

Trust Centre

What your phone system knows, and who can see it

A business phone service processes call records, messages and, if you switch it on, recordings and transcripts. This page lists exactly what that data is, who can access it, how long it is kept and how to have it removed. It does not make claims about certifications or hosting locations.

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Your administrators control access
Retention periods are configured with you
Your data is not sold

Example

Calls by hourToday

96%Answered

0:42Avg. wait

7Missed

3%Abandoned

791113151719

Peak at 9–10 a.m. — add one agent

A 3CTel phone service processes call records, voicemails, business SMS messages and, where a customer enables them, call recordings and transcripts. Customer administrators control who in their organization can see each type of data. 3CTel support staff access it only when asked to help with a specific issue. Retention periods are configured with the customer, the data is never sold, and deletion can be requested through support.

Last updated: September 4, 2026

What the service processes

Features that generate recordings or transcripts are off until the customer turns them on.
Data	What it contains	When it exists
Call records	Caller and called numbers, date, time, duration, which user or queue handled the call, outcome	For every call, inbound and outbound
Voicemails	The audio message and, where enabled, a text transcript	When a caller leaves a message
Business SMS	Message text, sender and recipient numbers, timestamps	When the SMS feature is in use
Call recordings	Audio of the conversation	Only where recording is enabled by the customer, per user, queue or number
Transcripts	Text produced from recordings or from the AI receptionist's conversations	Only where transcription or the AI receptionist is enabled
Account and user details	Names, extensions, email addresses, registered service addresses	For every user on the account

Business Phone

Reliable calling with routing your team will actually use.

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Business SMS

Text from the number customers already call — as a team, not from a personal phone.

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AI Receptionist

Answers, understands and books — in English and French.

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Who can see it

Customer administrators

Your administrators decide who in your organization can see call records, listen to voicemails and recordings, read SMS threads and view transcripts. Access can be limited by role, by team or by site.

3CTel support, when you ask

Support staff access your data only to work on a request you have made, such as troubleshooting a missed call or restoring a greeting. Access is not used for anything else.

Nobody else

3CTel does not sell call data, message content or customer lists, and does not share them with third parties for their own purposes. Where a customer connects an outside system, the customer chooses what is sent to it.

Contact Centre

Queues, routing and supervision for teams that live on the phone.

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Retention

How long each type of data is kept is a setting, not a fixed rule. During planning, a specialist asks how long you need call records, recordings and messages, and configures those periods. A clinic that needs recordings for a defined period and a sales team that wants them cleared quickly can both be accommodated.

Defaults are applied where you have not chosen a period, and your administrator can see and change them. Recordings and transcripts, because they contain conversation content, are the settings we ask about first.

Call records: retained for the period configured on your account.
Voicemails and recordings: retained for the period you set, then removed automatically.
SMS threads: retained for the period configured, and visible to the users your administrator allows.
Deleted users: their data follows the account's retention settings rather than disappearing on removal, so a departed employee's voicemails can still be handled.

Call recording

When recording helps, how callers and staff are informed, and how access and retention are set.

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Call Analytics

See what your phone traffic is actually doing — and staff for it.

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Questions about privacy on a business phone system

Can my employer listen to my calls on a business phone system?

Only if call recording has been enabled on the account, and only by the people the customer's administrators have given access. Recording is off by default. Where an organization enables it, general Canadian practice is to inform both callers and employees, and the announcement and the internal notice are configured with the customer during setup.

Who can read our business text messages?

The users your administrator has given access to the shared SMS inbox, and nobody else. Threads are visible to the team so that any member can pick up a conversation, which is why access is granted by role or team rather than to everyone by default. Support staff view a thread only if asked to help with it.

How do we get our data deleted?

An administrator can delete individual recordings, voicemails and messages from the admin portal, and retention settings remove older items automatically. For deletion of an entire category, or of all data at the end of a contract, contact support and the request is confirmed to you in writing once it has been completed.

What we do not state here

This page does not state where data is hosted and does not describe 3CTel as compliant with any named privacy law or certified under any standard. Those are facts we confirm in writing on request rather than publish, so that a procurement or vendor review receives a dated, documented answer. The site's privacy policy covers the website itself.