Policy
Effective Date
April 10, 2013
Chapter Name
Privacy
Chapter Number
7.4
t
Date of Last Revision
June 10, 2013
Title
Help Desk Telephone Call Recording and Monitoring
1.0 Purpose
Establish the general rules of operation for recording, monitoring and retaining telephone calls received by the
Division of Information Technology (DoIT) Help Desk for purposes of evaluating and maintaining quality of service
provided by Help Desk personnel.
2.0 Scope
This policy applies to any and all persons who receive, record, evaluate, monitor, or supervise any telephone call
made to the IT Help Desk.
3.0 Policy
The Division of Information Technology (DoIT) of Eastern Michigan University (EMU) may record incoming
telephone calls received by the DoIT Help Desk. Typically such recordings are maintained for seven (7) business
days. Supervisory staff may monitor calls and recordings for the purposes of evaluating and maintaining quality of
service.
Recorded calls may be retained indefinitely for investigation and enforcement purposes if there is reasonable belief
that a party to the call is being abusive, threatening, or violating EMU policy or the law.
DoIT Help Desk employees must be notified by supervisory staff that calls are recorded prior to being assigned
phone duties.
Callers shall be notified that the conversation is being recorded. If a third party joins a call received by the DoIT
Help Desk, the third party must be notified that the call is being recorded.
Recordings will not be released to any party outside of the support process without the consent of the Chief
Information Officer, or as otherwise required by law.
4.0 Responsibility for Implementation
The Director of Enterprise Support is responsible for the implementation of this policy.
5.0 Enforcement
Any employee found to violate federal or State of Michigan laws, EMU policies, procedures or standards of
conduct, will be subject to disciplinary action under University policy. Any student found to violate federal or State
of Michigan laws, EMU policies, procedures or standards of conduct, will be subject to disciplinary action under
EMU’s Student Code of Conduct. Any suspected violation of state or federal laws will be reported to the appropriate
legal authority for investigation.
The University reserves the right to protect its electronic resources from threats of immediate harm. This may
include activities such as disconnecting an offending computer system from the campus network, terminating a
running job on a computer system, or taking other action.
IT Policy
Form Version 3.0
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6.0 Definitions
Term
Definition
7.0 Revision History
Description
First draft April 10, 2013 – A. Barr
Revision May 2, 2013 – Policy Committee
Approved by CIO
IT Policy
Approval Date
June 6, 2013
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