Platform, Security & Integrations / Security

Call Encryption (TLS/SRTP)

Two layers of encryption protect calls: TLS secures the “setup” information for a call (who’s calling whom, when it starts and ends), and SRTP encrypts the actual voice audio itself. Together, they mean no one can intercept or listen in on a call as it travels over the internet.

What’s the difference between TLS and SRTP?

Think of a call as an envelope with a letter inside. TLS (Transport Layer Security) — see Glossary: TLS — locks the envelope: the call-setup instructions (who’s calling, which extension, when it connects). SRTP (Secure Real-Time Transport Protocol) — see Glossary: SRTP — encrypts the letter itself: the actual voice audio inside. Both run automatically, with nothing for you or your team to configure per call.

Does this protect calls made from mobile phones and remote workers too?

Yes. The same encryption applies whether someone is calling from a desk phone in the office, a laptop softphone app, or a mobile app while working remotely. The protection isn’t tied to a specific location or piece of hardware.

Does encryption slow down call quality?

No. Encryption and decryption happen instantly and automatically as part of setting up the call. There’s no noticeable delay, echo, or quality loss for either party.

Is this enough to meet compliance requirements like PCI or handling sensitive customer data?

Call encryption is one important piece of a broader compliance picture. If your business needs to meet standards like PCI DSS (for handling payment card information) or general data-privacy obligations, encrypted calls and encrypted call recordings work together with access controls and audit logging to support those requirements.

Do you encrypt recorded calls too, or just live calls?

Both. We encrypt live call audio in transit via SRTP, and recorded calls at rest in storage. That way, a saved recording is just as protected as the original live conversation.

Do the admin portal and softphone app connections get encrypted too?

Yes. Access to the web-based admin portal and the login/registration process for softphone and mobile apps runs over HTTPS/TLS as well. That protects management traffic the same way it protects call traffic. See Firewall & IP Allow/Block Lists for the additional layer that controls who can even attempt to connect in the first place.