Prospects

¿Qué son las leyes de grabación de llamadas?

Última actualización: June 10, 2016

Última actualización: 3 de noviembre de 2014

The call-recording feature available through our CRM allows you to keep records of your phone calls with contacts to help make follow-up calls easier and keep your team up to date.  With this feature comes some important stuff to consider for recording your calls with contacts in certain places. The information below is designed to provide you with some guidelines on the issues at hand, but it's not legal advice, so we always recommend you speak with your legal team to make sure you've got everything covered (more on this below). 

Algunos estados requieren el consentimiento de más de una de las partes para grabar una llamada. En estos casos, debes verificar que todos los participantes concedan su consentimientos antes de empezar a grabar una llamada. Si el código de área de un número está asociado con uno de estos estados, el CRM está configurado para desactivar la característica de grabación automáticamente, y mostrará una alerta emergente cuando la característica está activada para recordarte que debes obtener el consentimiento. 

Stuff to Consider: Call Recording Laws
Sin embargo, dado que no podemos estar seguros del lugar donde se encuentra realmente tu contacto cuando lo llamas (especialmente por el hecho de que vivimos en un mundo de dispositivos móviles) es una buena práctica obtener el consentimiento cuando haya alguna duda o considerar la posibilidad de tener como política el solicitar siempre el consentimiento. 

 

In the majority of U.S. states, you'll only need consent from one of the people participating in a call in order to record it (this is often referred to as "one-party consent"). Since you're opting to record the call you're placing, and presumably you consent to your own recording of the call, you won't need to do anything else to comply with the laws of those types of states. 

However, approximately 13 states have chosen to require all parties' consent (sometimes called "two-party consent") in order to record the call. These states, as of this writing, were: California, Connecticut, Delaware*, Florida, Maryland, Massachusetts, Michigan, Montana, Nevada, New Hampshire, Pennsylvania, Vermont*, and Washington State. 

En los EE.UU.


For more general information on the subject, you might want to take a look at Wikipedia's page on telephone recording laws or the Digital Media Law Project's article on some of the basics of state recording laws

*We've chosen to include Delaware and Vermont on this list because they're tricky cases: Delaware has some conflicting laws about how many parties need to consent, and Vermont doesn't have specific laws on the subject, but does have some relevant court cases. 

En el Reino Unido

Several laws govern the practice of recording calls in the UK. Unless you can guarantee that the call won't be shared with any third parties and is being recorded to either gather evidence, ensure regulatory compliance, or prevent crime, it's best to think of the UK as an "all-parties' consent" jurisdiction. 

You can read more about the UK's approach by checking out Wikipedia's page on telephone recording laws, Ofcom's FAQ page for the regulations, or VanillaIP's quick summary on the subject. 

Irish law is pretty clear: to record calls, you must obtain consent, so Ireland joins the UK and 13 U.S. states as an "all-parties' consent" jurisdiction. 

La legislación irlandesa deja en claro que el propósito de la grabación se debe explicar en detalle, por lo que las partes participantes pueden dar su consentimiento informado. 

You can read more about Ireland's approach to call recording at the end of the Data Protection Commissioner's FAQ page

ireland

Al igual que Irlanda, Canadá ha establecido un conjunto único de normas para la grabación de llamadas, que forma parte de su legislación sobre privacidad electrónica (PIPEDA). 

De forma similar a los otros países y estados mencionados anteriormente, Canadá ha adoptado un enfoque de "consentimiento todas las partes": para grabar una llamada, debes obtener el consentimiento informado notificándole a los otros participantes de la llamada (1) que tienes la intención de grabar la conversación, (2) los fines para los cuales se utilizará la grabación y (3) que la llamada solo se puede grabar con el consentimiento de cada persona. 

For more details on Canada's approach, you can take a look at the Privacy Commissioner's Guidelines for Recording Customer Calls

While we've chosen to highlight certain countries above, it's by no means an exhaustive list. Before making a call to a new country, we recommend making sure that you and your legal team have an understanding of any regulations there, and always obtain consent if you're in doubt. 

 

Así que, para recapitular: si estás llamando a alguien en los EE.UU., que podría estar en California, Connecticut, Delaware, Florida, Maryland, Massachusetts, Michigan, Montana, Nevada, Nuevo Hampshire, Pensilvania, Vermont, o el estado de Washington , o si estás llamando a alguien en el Reino Unido, Irlanda, o Canadá, debes obtener el consentimiento de todas las partes antes de grabar la llamada. Recuerda: esta información es válida solo para algunos países que hemos seleccionado, por lo que debes asegurarte de entender las reglas que se aplican al llamar a cualquier país (no solo los que figuran aquí). 

 

The countries above were chosen for informational purposes - we don't guarantee that you can use our CRM to call any or all of these countries. This guide has provided information about the law designed to help our readers better understand the legal issues surrounding call recording. But legal information is not the same as legal advice -- the application of law to an individual's specific circumstances. Although we have conducted research to better ensure that our information is accurate and useful, we insist that you consult a lawyer if you want professional assurance that our information, and your interpretation of it, is accurate. To clarify further, you may not rely upon this information as legal advice, nor as a recommendation or endorsement of any particular legal understanding, and you should instead regard this article as intended for entertainment purposes only. 

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