Negotiations Team

Compliance Recording IVR

Standard Operating Procedure

Purpose

This SOP describes how to use the Compliance Recording IVR system when conducting negotiations calls with creditors on behalf of clients. The system automatically records the compliance disclosure portion of the call and uploads the recording to the client's contact record in Forth.

System Overview

When a rep places or receives a creditor call that requires a compliance recording, they call into a dedicated IVR line. The system will:

• Prompt the rep to enter the client's 10-digit Forth Contact ID
• Read back the ID for confirmation
• Look up the contact record in Forth
• Confirm the contact name with the rep
• Deliver the compliance disclosure and begin recording
• Automatically upload the completed recording to the client's Forth record when the call ends

Before You Call

Have the following ready before dialing in:

• The client's 10-digit Forth Contact ID (visible in the contact record URL or the ID field in Forth)
• The creditor on the line or ready to be conferenced in

Step-by-Step Instructions

What Happens After the Call

Once you hang up, the system handles the rest automatically:

• Twilio processes and finalizes the audio recording
• The recording is retrieved and uploaded to Forth as an MP3 file
• The file will appear under "Negotiations Auth Recordings" on the client's contact record in Forth within a few minutes
• File name format: The file is named: 
• Auth_Recording_[CallSID].mp3

Note: Upload typically completes within 1–3 minutes after the call ends. If the recording does not appear after 10 minutes, contact your supervisor.

Troubleshooting

Contact ID Not Found

If the system cannot find a contact record, it will route you back to re-enter the ID. Double-check the Contact ID in Forth and try again.

Wrong Contact Name Read Back

If the system reads back the wrong client name, press 2 to re-enter the Contact ID. Do not proceed if the name is incorrect.

Call Drops Before Recording Starts

If the call disconnects before you hear the compliance disclosure announcement, no recording will be created. You must call back in and restart the process from the beginning.

Recording Not Appearing in Forth

Allow up to 10 minutes after the call. If the recording still does not appear:

1. Verify the call completed successfully (you heard the disclosure announcement)
2. Check that you entered the correct Contact ID
3. Contact your supervisor or system administrator and provide the date, time, and client name

System Does Not Answer / Line Issues

If the IVR line does not connect or behaves unexpectedly, contact your supervisor immediately. Do not attempt the creditor call without a recorded compliance disclosure.

Important Reminders

• Always verify the contact name before pressing 1 to confirm
• The recording begins immediately after the disclosure announcement — be ready
• Do not hang up early; stay on the line until the creditor conversation is fully complete
• If you make an error at any step, press 2 to go back and re-enter rather than proceeding with incorrect information
   

Quick Reference

For system issues or questions, contact your supervisor or system administrator.