Steve Jobs Was a Total Phreaker

Back in the olden days, make that 2003, when we were designing the first Voxida interface, it was an unofficial mantra to "Apple it up." Steve Jobs, leading the Apple design team helm, was the undeniable tastemaker; the user interfaces made the Mac an instant friend, the user docs were helpful and efficient, and the corporate culture was weird.

Really weird.

Weird enough that they pulled off miracles. In 2003, when we breathed and ate telecom tech (and those awesome little chocolate covered espresso beans), we more than once did an informal salute to Steve Jobs, the Phreaker.

What a lot of people don't know is that Steve Jobs and Steve Wozniak illegally (and, this author believes, rather comically,) learned how to place international phone calls for free. Decades ago, Steve Jobs was already thinking different, using blue box devices to seize international trunk lines, with Wozniak even calling the Pope. This was possible by using tones, generated by the "blue box", as in-band signaling, gaming the switchboard.

(Isn't telecom great??)

Steve, we salute thee. Thanks for the laughs, raising the bar for user interface design and truly being "insanely great." You changed the world and our offering.

 "Here's to the crazy ones, the misfits, the rebels, the troublemakers, the round pegs in the square holes... the ones who see things differently -- they're not fond of rules... You can quote them, disagree with them, glorify or vilify them, but the only thing you can't do is ignore them because they change things... they push the human race forward, and while some may see them as the crazy ones, we see genius, because the ones who are crazy enough to think that they can change the world, are the ones who do." -Steve Jobs

 

Are you risking a $10,000,000 fine this year?

I just did some scary math. A mid-sized call center could wind up paying ten million dollars for illegally recording calls in California in just one year. Ouch.

Under the California Invasion of Privacy Act (CIPA) (Cal. Penal Code §§ 630-637.5), California imposes a civil liability of $5,000 for EACH non-compliant call recording. Additional states also impose fines; multiply that by the number of calls you record and it will add up fast given that most mid-sized centers do millions of calls a year.

Given the exponential rate of compliance requirement growth in the last few years, call recording laws will likely only get tougher. We know how draining this is on your resources to keep track of the rapidly changing regulatory environment, so we’re trying to save you a little time. While it's important to always seek local legal council, we're also providing this Quick Guide to Call Recording Laws which gives a top-level look at call recording notification regulations for each state, as well as many international guidelines.

Don’t put you, your company, or your employees' jobs at risk. Let us help you ensure your call recording is compliant. Download "A Quick Guide to Call Recording Laws."

If you have additional questions, please don't hesitate to contact us.

Cheat Sheet - Call Recording Laws for Healthcare

I spent a year and a half working on a compliance software project at Johnson and Johnson. It was 2006, and healthcare compliance was a hot, albeit painful, topic. I later went into the field, making the rounds at physician’s offices in Central New Jersey (yes, I earned some serious stripes). I saw the highs of physician dinners, free pens, and Dunkin Donuts runs; when the PhRMA code banned giveaways and out-of-office dinners, I dutifully and compliantly explained why my bag was no longer filled with branded tchotchke.

Eight years later compliance regulations are stronger than ever, touching practically every industry. Having played in both the IT and the healthcare compliance sandboxes, my prediction is that compliance regulations will continue to grow.  As technology and data storage increases in capability, and decreases in price, compliance needs will follow suit. Which brings us to the elephant in the room:

“How do you know if you are compliant?”

The simple answer is continuous research + processes = compliance. There is no magic algorithm that creates or maintains compliance. There are ever changing laws and/or codes, and following them requires a human touch (ironic for IT compliance isn’t it?). One must stay up-to-date on the latest regulations and then implement progressive processes to ensure those regulations are met.

I pride myself on simplifying the overly complicated-- I want to make things easy. I may not be able to provide compliance cheat sheets for every industry, but I can for call recording in healthcare organizations.

See the Quick Guide to Call Recording Laws for Healthcare here. It’s not the Rosetta Stone, but it may eliminate the first part of the compliance equation by addressing the latest call recording requirements.

Please get in touch – I’m happy to offer my humble opinion, serve as a sounding board, point you in the right direction, etc.! Email me at mharstad@accuratealways.com

Accurate Always Announces Call Recording and Maintenance Solution for OTC Market Participants; Voxida System Helps Firms Meet CFTC Phone Record Retention Requirements

Voxida Voice IP Call Recording Software Listed in the Cisco Marketplace

Love Cisco? We do too. You can now see Accurate Always' Voxida Voice software which records Cisco IP voice and video in the Cisco marketplace.

You may also want to check out Accurate Always' Cisco IP call recording systems on the corporate site.

Meet the Voxlets, Who Make Voxida Great

Meet_voxlets

It's about time that someone 'fessed up to who really gets the job done around here. Learn about the Voxlets, their mission, love of cupcakes and more at Voxlets.com

This Just In!

Rich Steeves of TMC Media just released a press piece on Accurate Always and what sets us apart.

"There are several ways to measure the success of a company. One might consider profits or growth or volume of sales. But sometimes analysts can get lost in matters of dollars and cents, forgetting that business transactions are really about people, and the most successful companies are often the ones with the most satisfied customers. So, for a company like Accurate Always, having a 99.5 percent customer loyalty rate is both a point of pride and a signpost of success."

Shedding a Light on VoIP Call Recording Methods

Accurate Always is launching a website that better details the ins-and-outs of VoIP call recording. We get a lot of questions about the modalities employed and we wanted to provide a resource that has the facts, just the facts, and nothing but the facts (with a little cameo from Voxida, of course).

If you want to learn about SIP trunk recording, or active and passive interfaces, including sniffing and spanning ports, check it out. There's a section on IP voice recording software options and a list of supported IP PBX, gateways and media servers too.

We want this to be a resource to call center and governmental folks alike. If you have any questions, or need additional information added, please contact us and we'll get on it.

Partner Up! Call Recording Reseller Partnerships Possible

Accurate Always just announced, via slideshare, that they're evaluating strategic resale and support partnerships. See the link below or visit Accurate Always partner center to learn more.

We look forward to working with you.

Mission 2012: Time to Go Green, Make Toast and Lose That Faulty Call Recorder Already

There's a lot of concern about toxic technology waste disposal these days. And with good reason.

More and more, I'm talking to people who have bought a call recording system that is toast in a few years. You know, it's all the same old stuff: the company went through a merger and your call logger is end-of-lifed before it would have even graduated from preschool. Or, it chokes. Most commonly, it just doesn't work as expected. The latter rears it's head during install, CTI integration disaster or just when you thought it was safe to leave it home with a babysitter.

And it all leads to heart break, budget downfalls and occasional sobbing. But, above it all, questions loom like: "What am I going to do with this outdated call recording system???" and "Who's making coffee??!"

Accurate Always call center recording and quality monitoring systems just don't get fork-lifted out. Each system is designed to last a decade. The parts are all revision controlled, fully documented and consist of field-proven industrial grade components. With a support plan, you have free Voxida software upgrades for life and direct access to our lead engineers. As such, there are less support calls, hits put out on the technology and untimely deaths.

And, it makes both of our jobs easier. This breathing room has freed us up to think on the crisis at hand, as we want to give back to the contact center community. Yes, without further adieu, here's our attempt to do our part in recycling failed competitor's systems! Note: While the technology differs a bit, you can certainly retrofit your recorder to make toast, launch fireworks and play coffee roulette.


If you are lucky, you will have multiple drives- hard, not tape- in your system. These can easily be ported for divination or division of labor. Like, you can see who's up for making coffee:


There's also a firework launch option. Not that we're saying "try this at home." In fact, Legal said that we make certain that you know this is DANGEROUS, potentially FATAL and that reasonable and customary care should be taken when even viewing this tutorial.



Personally, I'd suggest that all upstanding, intelligent people like you just go buy Voxida so you don't get in this mess. That useful life of a decade is positively swell. The recycling programs are available through Accurate Always are even sweller; contact us for more info.   *toaster not included.

Call Center Agent Training, Lingo and Law

We believe education is a darned good thing. Most of our customers already frequent Voxida U, the online manager, supervisor and call center agent training resource for all varieties of customer contact centers that quality monitor and record calls with Voxida. We also offer some resources on the main Accurate Always site for the public. You can check out the section on call recording notification law and also browse our call center glossary here. If you ever have any questions about recording or monitoring calls, please feel free to contact us.

Find out more about call recording and assuring quality interactions in your contact center, or setup a Voxida demo

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