Voice and recording policy.

You are using Vocatech to make phone calls, send text messages, and record conversations. There are real laws around how you can do that. Some apply across the country. Others vary state-by-state.

This page lays out what you can and cannot do on Vocatech, especially around call recording and SMS, and what compliance is your responsibility versus ours.

For HIPAA-covered customers, also read our HIPAA BAA page for additional rules around Protected Health Information.

Vocatech provides call recording as a feature. Whether you can legally record a call, and what consent you need, depends on the law where the parties are located.

Federal law (one-party consent). The federal Wiretap Act (18 U.S.C. §2511) requires one-party consent. As long as one party (typically your employee) knows recording is happening, federal law is satisfied.

Eleven states require ALL parties to consent: California, Connecticut, Delaware, Florida, Illinois, Maryland, Massachusetts, Montana, New Hampshire, Pennsylvania, Washington. For interstate calls, the more restrictive state's law generally applies.

Configuring Vocatech recording in compliance with applicable law is your responsibility. Vocatech provides per-extension recording toggles, an announcement option ("This call may be recorded"), and recording is opt-in (we do not record by default).

We do not provide legal advice on recording compliance. Consult an attorney familiar with the laws of your state and the states you call.

10DLC registration. To send SMS in the United States from a 10-digit local number, federal carrier rules require: brand registration with The Campaign Registry, at least one campaign registration per use case, throughput rate assigned by your campaign vetting score, and compliant content. Vocatech handles brand and campaign registration as part of onboarding.

Consent requirements. Federal law (TCPA + CAN-SPAM) and carrier rules require: express written consent before sending marketing SMS; opt-out instructions in every marketing message ("Reply STOP to unsubscribe"); honor opt-outs immediately and permanently; no consent transfer.

Prohibited SMS content. No unsolicited marketing without express written consent; no cannabis, hemp, CBD, or related; no sexually explicit content; no hate speech, harassment, or threats; no phishing, malware, or fraudulent content; no loans or lending offers (unless registered lender); no sweepstakes, lotteries, gambling promotions; no impersonation; no "snowshoeing" (spreading high-volume traffic across many numbers to evade filters).

HIPAA-specific SMS rules. Standard SMS is not end-to-end encrypted. Clinical PHI in SMS is outside BAA scope. Acceptable: appointment reminders without diagnosis. Not acceptable: lab results, diagnoses, treatment details.

The Telephone Consumer Protection Act (TCPA, 47 U.S.C. §227) and FCC rules govern automated calls and texts.

Vocatech is a tool. Customer's compliance with TCPA is Customer's responsibility.

TCPA prohibits without prior express consent: pre-recorded or artificial-voice calls to mobile phones (or to residential lines for marketing); auto-dialed calls to mobile phones for marketing; SMS marketing (treated as a "call" under TCPA); unsolicited fax marketing.

Penalties. TCPA violations carry statutory damages of $500 per violation (or actual damages, whichever is greater), trebled to $1,500 per violation for willful or knowing violations. Class actions are common; settlements regularly exceed $10 million.

Vocatech does not provide TCPA legal advice. Customers in regulated industries should consult counsel.

Vocatech, through its upstream carriers, participates in STIR/SHAKEN, the FCC-mandated framework for authenticating Caller ID on outbound calls. This helps PSTN-side spam filters distinguish legitimate calls from spoofed ones.

We have filed a robocall mitigation plan in the FCC's public Robocall Mitigation Database, as required by 47 CFR §64.6305. Our plan includes: STIR/SHAKEN attestation through upstream carriers; affirmative monitoring of customer calling patterns for fraud and abuse; willingness to receive traceback requests from the Industry Traceback Group (ITG) and USTelecom; and termination of accounts engaged in illegal robocalling.

To report illegal robocalling on the Vocatech network: email office@vocatech.com with details. We respond as soon as practical and cooperate with traceback requests promptly.

Vocatech does not protect Customer-as-caller from receiving legitimate-looking spoofed calls; that protection comes from your carrier's call-blocking apps and the STIR/SHAKEN framework on the receiving side.

Port-in (bringing your number to Vocatech). We port your existing phone numbers in at no charge. Porting typically takes 3 to 7 business days. You will need to provide a Letter of Authorization and a recent bill from your current carrier.

Port-out (taking your number away from Vocatech). You have the right to port your phone numbers to another carrier. We will not obstruct port-out requests. If you cancel, we will cooperate in good faith to release numbers you want to take with you. You may request a Customer Service Record (CSR) at any time by emailing office@vocatech.com.

Toll-free numbers are managed through RespOrg processes. You may change RespOrgs by request without leaving Vocatech, or take your toll-free number to another provider.

Slamming and cramming. Vocatech will never charge you for unauthorized third-party services on your bill, and will never change your service provider without your express authorization.

Vocatech voice service supports access to Telecommunications Relay Services (TRS) by dialing 711 from any Vocatech-provisioned number, in compliance with 47 CFR §9.14 and the 21st Century Communications and Video Accessibility Act (CVAA).

TTY/TDD. Vocatech's voice infrastructure supports TTY tones. TTY users may experience occasional artifacts on VoIP that do not occur on traditional landlines; we recommend cellular-based TTY for users who depend heavily on it.

Captioned telephone service (CapTel) and Internet Protocol Captioned Telephone Service (IP CTS) are accessible through 711 dialing.

For accessibility issues with the Vocatech service, email office@vocatech.com.

Vocatech may suspend numbers, accounts, or features that exhibit calling patterns inconsistent with normal business use, including:

• Long-duration calls, calls to the same destination number exceeding four cumulative hours within any 24-hour period (often indicative of carrier fraud or revenue-share schemes)

• High volume to international high-cost destinations without prior arrangement

• Pattern calling consistent with telemarketing scams, fraud, or abuse

• Auto-dialing without proper TCPA consent

• Impersonation calls (claiming to be government, law enforcement, or a different business)

Suspensions for protective reasons may be immediate and without prior notice. Carrier-imposed fines for prohibited conduct are passed through to Customer per Terms of Service.

See our separate 911 / E911 disclosure for full information.

Summary: Vocatech voice service supports 911 and E911 routing through our carriers. Customer is responsible for keeping registered service addresses up to date. Mobile or remote employees making 911 calls from off-network locations may not have accurate location data routed to PSAP. Customer should maintain alternate emergency communications.

Vocatech is not designed for life-safety or emergency-only deployments.

Violations may result in:

• Warning, first-time minor violations

• Feature suspension, repeated violations of a specific rule (e.g., SMS opt-out failures)

• Account suspension, material or repeated violations

• Termination without refund, egregious violations (fraud, illegal content, mass abuse)

• Pass-through of carrier fines, Customer pays fines imposed by carriers as a result of Customer conduct

• Reporting to authorities, required for certain violations (fraud, threats, illegal content)

Vocatech reserves the right to take immediate protective action without prior notice when Customer conduct creates risk to other customers, the platform, or Vocatech's relationships with upstream carriers and regulators.

Email: office@vocatech.com

Phone: 718.395.1550