Encryption Overview
Encryption is an optional, chargeable feature in inContact WFO.
inContact WFO supports file level encryption for all audio, screen recording, and data files. Audio files are recorded, maintained, and played back from within the inContact cloud environment, and are encrypted there. If the system includes inContact Screen Recording, workstation activity is recorded on the PREMISES server and screen recordings are encrypted there prior to being moved to cloud storage.
Files remain on the PREMISES server only until they are transmitted to the cloud. This is a variable period depending on network connectivity, bandwidth, and other factors.
Encryption keys are stored in a "keyring" file on the PREMISES server. You should never delete or deactivate keys from the keyring file. A copy of the keyring file can be provided by your inContact WFO deployment team, and should be stored in a secure, offline location.
Encryption keys are critically important. If a key is lost, any recordings encrypted with that key will be completely and irretrievably inaccessible.