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Originally Posted by Nidge
Thats right Russ, we have call monitoring where I work, it's not monitored by a person it all goes through a machine, if we get any complaints we ask the date and time when the call was made then we look it up on the monitoring machine, play it back then bingo we have the caller.
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Pretty much the same at my old place. It's also useful sometimes to be able to get a number that you called or to prove the date & time you did so.