Audio Recording Overview

Audio recording in inContact WFO involves several components and services. All components except for recording schedules are managed by inContact in the cloud. The components are:

  • Voice Boards — This software component controls how inContact WFO acquires audio
  • CTI Core — This service integrates with your inContact PBX/ACD and makes call recording decisions
  • Recording Schedules — This software component allows you to define business rules that control which calls are recorded. Schedules provide the basis for the call recording decisions made by CTI Core.
  • Transcoder — This service converts raw audio files recorded by the system into compressed, .wav formatted audio files that are optimized for storage and playback retrieval.

Audio Recording Security

inContact WFO supports a number of features that add to the security of your audio recordings. These features, in brief, include:

  • Encryption — Audio files can be encrypted as they are written to disk using AES-256-bit encryption. This provides full end-to-end protection, as files are never left on disk in an unencrypted format. Encryption is a licensed feature that is not part of the base inContact WFO platform.
  • Blackouts — inContact WFO can be configured to blank out audio when sensitive data is being collected or referenced by the system. This can assist your organization in complying with PCI, HIPAA, and so forth. Automated blackouts require inContact Desktop Analytics, a licensed feature that is not part of the base inContact WFO platform.
  • Purging — If your business process requires recording and then deleting sensitive data after a period of time, inContact WFO supports doing this either manually or automatically. Automatic purging of audio recordings is controlled by schedules and file retention actions.

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