Data Storage Security

Personal Data

Person-related data in the system can be divided into the categories: User Master Data, Directory Information, Reporting Data, Recordings, and Contact Data Records. All these categories may be controlled separately and optional data can be switched off based on individual customer needs. See the list below.

• User Master Data: It is mandatory to save user data into the system. User can be identified based on the first name, last name, login id, and with different addresses.

  Data retention: All user master data relations are removed at the same time when a user account is deleted. User with the name attribute is saved separately so that user can be linked until all other (optional) user-related data is removed from the system.

• Directory Information: Typically name and phone number information as well as job title and job responsibilities may be recorded into directory. Directory Information is optional, and directory data collection can be switched on/off based on customer needs. Typically Directory Information is used for finding the right person within an organization. Saving data into a directory can be switched off also on individual user level. Note that directory is not designed to hold sensitive data about a person like (social security id, sex or race) and it should not be used for such purposes.

  Data retention: The directory information is a separate record from user master data but it is possible to configure the system to remove directory information after the user record is removed. Customer directory data can be removed by Data Protection Officers (DPO) with a specific tool.

• Reporting Data: Reporting data may contain a person’s phone number, name or persons login identifier. For users’ performance reporting purposes the reporting contains also personal level statistics of work time distribution. The data may be used as a basis for persons (contact center agent) salary or bonus calculations.

  Data retention: It is possible to set a retention time after which all reporting data is deleted as of 1711.

• Recordings: Voice logging/voice recording is an optional feature. Recording may be switched off/on on system and personal level. Persons voice may be recorded for different kind of purposes. Personal recordings are accessible only by authorized users (access to the recordings can be controlled with user rights). By default, user has right to access to his/her own recordings. It is also possible to give the user an ability to stop or start the recording and thus user is able turn off the recording whenever the nature of call is personal. All personal recordings contain only the part of the telephone conversation which was audible for the user during the call. Exceptionally it is also possible to setup the system to record calls for quality management purposes. In this case one recording may contain multiple users conversation. The access to these recordings are enabled for the user(s) who have listening rights for the service (queue, outbound campaign) i.e. it is possible to record sales service calls (calls that are accepted from sales service queue). In this kind of recordings the whole customer interaction will be recorded in single recording file. We recommend that companies using recording for quality management shall inform their users and customers if the calls may be recorded, and in some countries informing customer about recording functionality is mandatory by legislation. Refer to the local legislation about voice logging capability. System can be configured so that calls are recorded only with a customer consent (as of 1711).

  Data Retention: Data retention times defined for calls apply to call recordings as well (as of 1711).

• Contact Data Records: Contact data records hold information about persons’ addresses (phone number, e-mail address, IP address) that can be used to identify a person.

  Data Retention: Contact data retention times can be defined (as of 1711).