HIPAA and UCaaS/CCaaS
How Hosted VoIP Can Be Operated in a HIPAA-Compliant Way
Secure telephony for healthcare starts with the right platform settings and operational controls. When configured correctly, Hosted VoIP can protect PHI and meet the administrative, technical, and physical safeguards required by HIPAA.
What we protect
Our Hosted VoIP service provides the features and controls necessary to secure patient information in voice and messaging workflows. The platform can be configured to encrypt call traffic, secure call recordings and voicemails, and enforce strong user authentication.
Key technical controls (what we enable)
Encrypted Calls (TCP/TLS)
Phones and SIP endpoints can be provisioned to use TCP/TLS so that voice signaling and media are encrypted in transit, preventing eavesdropping on calls that may contain PHI.
Secure Call Recordings
Call recordings may be configured to securely sync to a customer-controlled Azure Blob or AWS location (or another secure repository) and then removed from our platform to maintain central control over recorded PHI.
Voicemail → Secure Email
Voicemail-to-email can deliver messages to your secure mail server and then automatically delete the voicemail from the phone system after delivery, reducing the surface area where PHI is stored.
MFA & SSO for All Logins
We support Multi-Factor Authentication (MFA) and Single Sign-On (SSO) so administrators and users must authenticate using strong, centrally managed methods before accessing management consoles or call data.
Operational practices & recommendations
- Sign a Business Associate Agreement (BAA): If we handle PHI on your behalf (recordings, messages, call metadata), a BAA documents responsibilities and is a required administrative control for HIPAA workflows.
- Limit retention: Configure retention policies so recordings and voicemails are stored only as long as necessary, and remove or archive them to your secure storage as soon as practical.
- Secure email gateway: Use an encrypted/secure email server for voicemail delivery (TLS + enterprise mail policies) to ensure PHI in voicemail attachments is protected at rest and in transit.
- Centralized identity: Use your organization’s SSO provider and enforce MFA to reduce account compromise risk and simplify user lifecycle management.
- Access logging & auditing: Enable and retain audit logs for administrative actions, recordings access, and configuration changes to support incident investigations and compliance reporting.
Putting it together — a typical HIPAA configuration
- Provision phones and SIP trunks to require TCP/TLS for signaling and SRTP (where available) for media encryption.
- Enable call recording sync: recordings are pushed to your Azure Blob or AWS Storage and removed from our platform within a configured timeframe.
- Configure voicemail-to-email to send messages to a secure, internal mail server; set the system to delete the voicemail after successful delivery.
- Require SSO + MFA for all administrative and user portal logins to the telephony management interface.
- Execute a BAA and agree on incident response, retention, and audit log handling.
When these controls are implemented and followed operationally, the Hosted VoIP environment can be operated in a manner consistent with HIPAA safeguard requirements.