inContact WFO Security Overview
This topic provides an overview of inContact WFO system topology, providing context for discussions about transport and file security. It also discusses basic and enhanced security features built into inContact WFO.
inContact WFO Design
inContact WFO receives call audio and call data from the inContact PBX. Both the inContact WFO system and the PBX are located in the secure inContact cloud.
If your organization uses inContact Screen Recording, screen recordings and related data are transmitted from the agent PC to the PREMISES server, and then sent over a secure connection to the cloud. Communication between the agent PC and the server can be configured to use Transport Layer Security (TLS).
If your organization uses inContact Desktop Analytics, commands are relayed securely from the cloud using the Connection Pooling service on the PREMISES server. Communication from the PREMISES server to the agent PC can also be secured using HTTPS and SSL instead of TCP.
Appropriate physical and IT security measures must be used with any servers and workstations included in recording and storage of recording files and data. This is especially true in contact centers that are concerned with PCI compliance.
Access Control
Access to inContact WFO configuration, certain features and functionality, and even recording files themselves, can all be limited through
Enhanced Security Features
inContact WFO offers several enhanced security features, including blackouts and encryption. Manual blackout functionality is controlled by permissions. Encryption and automated blackouts are chargeable options.
If these were not originally included with your system, and you would like to add one or both features, consult your inContact Workforce Optimization representative.