We had an employee bring this issue up today. They made a payment with a company cc with a vendor. When they went to review the call the transcript had the CC # redacted. However when you listen to the call the CC# can be heard clear as day. We have no solution for this. One of they key benefits for our company transitioning our phones to expert connect was for the recording of calls. The current system is rife for a bad actor to take advantage. Deleting audio calls loses the CYA benefit of the phone systems. Frontline employees do not have the ability to delete audio, it would create a nightmare for them and managers to review and delete audio. I think we need some sort of global switch whether its this one. Or....

Make the audio recordings behind a manager wall. Somewhere that is secure. Leave the summary, heck even leave the transcript. It seems as though it redacts there. Havent verified across the board though.

Or if the transcript redaction process is perfected. Im sure there has to be timestamps within it. Just cary over the redacations to the audio.

Thank you Expert Connect team for your responsiveness.

Definitely in agreement on this one. Otherwise, we are needing to delete out the entire conversation (Or the whole ticket if they text it to us) and no longer have trackability of the customer consenting to the charge. This could cause legal trouble on the back end as well.

This is also a problem in the US according to the PCI Security Standards Council. According to PCI security standards, Sensitive Authentication data cannot be retained.

We must be able to pause call recording in the UK under the PCI compliance rules when taking credit card details in the UK.

Legality in UK for all credit card details