Call Recording for Australian Businesses

What gets recorded

You control the recording scope:

• All calls - every call across the system.
• By extension - record specific staff (e.g. all sales agents).
• By queue - record contact-centre queues but not internal calls.
• By call type - inbound only, outbound only, or both.
• By caller - record specific numbers (e.g. VIP customers).

Disclosure (the legal bit)

Under Australian law, at least one party must consent to the recording. The relevant legislation is the federal Telecommunications (Interception and Access) Act 1979, together with state-based listening-device laws. The standard compliant approach:

• Inbound calls - a recorded message plays at call connection: “This call may be recorded for quality and training purposes.”
• Outbound calls - agents announce recording at the start of the call (we provide scripts).
• Internal calls - generally not recorded unless explicitly enabled.

We configure all of the above per your industry - medical and legal often need stronger language; sales operations may want a softer disclosure that doesn’t kill the buying mood.

Retention

Retention windows depend on your industry and your own compliance obligations. We’ll talk through what you need on the discovery call and configure 3CX to match - the platform supports configurable retention with automatic purging and audit-logged deletion events.

Encryption and access control

• Encrypted at rest - AES-256.
• Role-based access - only authorised users see recordings.
• Audit log - every recording playback, download or deletion is logged with user, timestamp and reason.

AI enhancements (AI Edition)

• Full-call transcription with speaker diarization - searchable transcripts attached to every recording.
• Search by content - “find all calls mentioning competitor X”.
• Sentiment timeline - per-call sentiment graph for coaching.
• Start/stop recording rights - pause during card or Medicare number capture for PCI DSS / Privacy Act compliance.

Frequently asked