GDPR for the administrator

On this page you find some of the Telia CallGuide features related to the EU General Data Protection Regulation act compliance. The search, export, deletion, logging and audit trail functions are described per function.

Rights of the individual

Below is how to handle some of the GDPR related requests that might come from the customers or citizens serviced in your contact centre. How to handle requests from the users within the ACE solution, see GDPR relating to employees.

ClosedRight of access by the data subject

Here is how you obtain information on whether or not personal data is being processed for an individual, and how to find it.

Answer
See GDPR for Answer.
BICC
Searching for data is described in the BICC online help, available when logged in. Also see Additional services.
Callback
Search for callback records as described in Callback records.
Campaign
Search for campaign records. See Find and fetch campaign records.
E-sign
See GDPR for E-sign.
Interaction View
Search for interactions via the agents' tools. See Interactions in Edge Agent and How to search in Interaction View.
Recording
Search for data as described in Find recorded calls using queries in Business Analyzer and Advanced Query - Create your own search criteria.
Sms
Accredited Telia Company personnel can assist with search for specified data in CallGuide Sms Engine.
Survey
Find information about an individual using the search tools in CallGuide Survey. See Search data in company.
Teleopti WFM
Only aggregated statistics is stored. There is no personal data regarding customers or citizens in Teleopti WFM. Also see Additional services.
ClosedRight to erasure - Right to be forgotten

To full-fill the right to be forgotten you delete or anonymise personal data. Here is how you do it:.

Answer
See GDPR for Answer.
BICC
Accredited Telia Company personnel can assist in deletion of data. Only authorised purchaser in your organisation can order deletion of recording-files through the usual ordering channels at Telia. Also see Additional services.
Callback
Delete closed callback records via CallGuide Admin, described in Callback records.
Campaign
Delete closed campaign records via CallGuide Admin. SeeRemove campaign record manually and Find and fetch campaign records.
E-sign
See GDPR for E-sign.
Interaction View
Delete interactions via a right-click menu in CallGuide Agent. See About the Interaction View function.
Recording
Accredited Telia Company personnel can assist in deletion of recorded calls. Only authorised purchaser in your organisation can order deletion of recording-files through the usual ordering channels at Telia.
Sms
Accredited Telia Company personnel can assist with deletion of personal data in ACE Sms Engine.
Survey
Anonymise survey results by deleting personal data in CallGuide Survey, as described in Search data in company.
Teleopti
Only aggregated statistics is stored. There is no personal data regarding customers or citizens in Teleopti WFM. Also see Additional services.
ClosedRight to rectification

The data in a CallGuide solution only describes actual events, i.e. it is not a customer database or a CRM system. Therefore it is not appropriate to make any changes. However, data can be erased. Also see Right to erasure - Right to be forgotten.

ClosedRight to restriction of processing

The data in the CallGuide solution have predefined storage periods, which can not be changed for stored data. However, data can be obtained, exported and stored elsewhere for a limited period of time. Also see Right of access by the data subject.

ClosedRight to data portability

The CallGuide solution doesn’t hold any information applicable for data portability. However, data concerning one individual can be exported. Also see Right of access by the data subject.

Adjust your solution to GDPR

Below are GDPR related settings, to check and to inform your contact centre co-workers about.

Issues related to user accounts are described in GDPR relating to employees.

ClosedConditions for consent
Recording calls or not
To ensure that contact data key recordingConsent always has an appropriate value, you set a default value to parameter recordingConsentDefault in CallGuide Admin, System parameter tab Other. For details, see Customer consent for call recordings.
Anonymise external calls
If external calls, made or received by an agent, are to be anonymised, hidden and never recorded is set with parameter tasklessCallsPrivate, in CallGuide Admin, System parameters for incoming call.
ClosedRecords of processing activities

The CallGuide solution produces various logs. These you can review by yourself.

The following logs can be reviewed by the help of accredited personnel at Telia Company.

For events (audit trail) relating to the CallGuide E-sign, see GDPR for E-sign.

ClosedStorage time settings

Records with status Closed are automatically removed after a configurable number of days. Applies to these functions:

Answer
See GDPR for Answer.
BICC
Storage time for BICC is configured by Telia's personnel. Authorised purchaser in your organisation can order changes in storage time through the usual ordering channels at Telia. Also see Additional services.
Admin Interaction View
The storage time is set in Interaction View - Storage rules.
Admin Callback
The number of days are set in the callbackRecordCleanDays parameter seen in System parameters for callback/campaign. Delete closed callback records as described in Callback records.
Admin Campaign
The number of days are set in the campaignRecordCleanDays parameter seen in System parameters for callback/campaign.
E-sign
See GDPR for E-sign.
Recording
The pre-set storage time for call recordings can be changed in ACE Recording, as seen in Find recorded calls using queries in Business Analyzer.
Teleopti WFM
Storage time for Teleopti WFM is configured by Telia's personnel. Authorised purchaser in your organisation can order changes in storage time through the usual ordering channels at Telia. Also see Additional services.

The content of log-files is cleaned from personal data as in the following examples.

CallGuide Edge Agent
All sensitive data is automatically filtered out from CallGuide Edge Agent log files when set up for transmission to e.g. technical support. See Transfer log file from Edge Agent.
CallGuide Server
Email and chat content is by default not included in log files produced by CallGuide
Server. See Telia CallGuide Operation Manual for details.