Keeping data secure

O2 has apologised for a data glitch which resulted in mobile numbers being forwarded to outside parties.  Essentially the glitch meant that web site owners could see the telephone number of mobile users who had browsed their sites, raising questions of data security.

The problem only arose for a short period in January and has now been fixed.  O2 do say that in certain circumstances mobile numbers will continue to be shared with trusted parties to enable special services such as downloads or age verification.  This limited sharing is standard across all mobile networks.  O2 have already flagged up the problem with The Information Commissioner’s Office as well as Ofcom.

This incident has highlighted a vital issue surrounding the collection and sharing of information.  Without going too far into the strictures imposed by the Information Commissioner’s Office, those collecting and using data in whatever fashion may think it prudent to undertake a review of their data collection and storage processes.

Just looking at one simple example, that of data collection, storage and manipulation via a virtual switchboard.  We are all used to the 1471 service which lets us see the telephone number of the last caller.  Many of us are also familiar with caller display.  Virtual switchboards go one step further in allowing us to treat calls according to the caller’s telephone number.  So, for example, if used as part of a business continuity plan, your virtual switchboard may be programmed to route calls from key employees or suppliers or even to provide individual message responses dependant on the caller.

Similarly, when using call recording and storage via a virtual switchboard one of the elements of data retained is the caller’s number, provided it is not withheld.  Whilst this number is a vital element in subsequent searching for all messages from a single caller, the fact that you are storing their number is not always something that the caller gleans from a “your call may be recorded” message.

As with any data storage, the key element is that what you store is necessary to enable you to serve your clients better and that the data storage is secure.   This means that any data transfer outside the office should be by way of encrypted or secure means.  Call recording via a Callagenix virtual switchboard service provides secure recording and storage.  There will always be times when telephone numbers have to be identified or passed on to third parties, simply to enable the required service to function.  Keeping secure control of those times and of your data means you can act in your customers best interests  whilst providing the service which they require.