Audio Recording Overview

Audio recording in Uptivity involves several components and services:

  • Voice Boards — This software component controls how Uptivity acquires audio
  • CTI Core — This service integrates with the PBX/ACD and makes call recording decisions
  • Recording Schedules — This software component allows the customer 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. Transcoder is not used in all Uptivity systems. When it is needed, the service is initially configured by the installation team. Transcoder changes can have serious repercussions on recording and should only be performed by or under the supervision of Uptivity Support.

High Availability And Redundancy

For more information, see Buddy Cores for High Availability and Redundancy.

NICE Uptivity On-Demand Recording

NICE Uptivity On-Demand recording can be used on its own or to supplement a fulltime or QA recording environment. NICE Uptivity NICE Uptivity On-Demand allows agents to control recording, add information to call records, blackout sensitive information such as credit card numbers, or any combination of these. Both web-based and server-based NICE Uptivity On-Demand applications are available. For additional information, see NICE Uptivity On-Demand Overview.

Audio Recording Security

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

  • Encryption — With a few exceptions, 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 Uptivity platform.
  • Transport Security — Interactions between Uptivity components located on separate physical or virtual servers can use Secure Socket Layer (SSL) and Transport Layer Security (TLS) for data in transit. This can protect the security of files, for example, when recording and file storage are on separate servers. This feature requires special configuration by Uptivity Installation or Support.
  • Blackouts — Uptivity 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 NICE Uptivity Desktop Analytics, a licensed feature that is not part of the base Uptivity platform. Uptivity NICE Uptivity On-Demand can be used for manual blackouts.
  • Purging — If your business process requires recording and then deleting sensitive data after a period of time, Uptivity supports doing this either manually or automatically. Automatic purging of audio recordings is controlled by schedules and archive actions.

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