Encryption Overview

Encryption is an optional, chargeable feature in Uptivity versions 18.1.1 and prior. Versions 18.1.2 and after include encryption by default.

Uptivity supports file level encryption for most media (that is, audio and screen recording) and data files. Files are encrypted on the recording server(s) 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.

If encryption is enabled on an existing system, new files (that is, files recorded after the feature is enabled) are encrypted as they pass through the TranscoderClosedAn Uptivity service that converts raw files recorded by the system into compressed, formatted files optimized for storage and playback.. Existing recording files can be encrypted using a tool available to Uptivity support personnel. Contact Support for more information.

To verify whether a file is encrypted:

  1. Using Windows Explorer on the recording server, navigate to the appropriate file.
  2. Open the file in a text editor such as Notepad. If the file is encrypted, the first five characters in the file will be CCENX.

Encryption keys are stored in the Uptivity database. If the database becomes unavailable while CTI CoreClosedThe software component that provides the PBX/ACD integration and makes call recording decisions based on customer-defined recording schedules. is running, encryption continues operating. However, CTI Core instances that utilize encryption cannot be started or restarted without a connection to the database. For security reasons, encryption keys cannot be stored locally to allow for this.

To disable encryption, see Managing CTI Cores. Audio and video files generated while encryption was enabled can no longer be played unless encryption is re-enabled. Attempting to play such a recording results in an error.

Encryption Exceptions

Some files cannot be encrypted in Uptivity. These include:

  • ShoreTel TAPI/WAV recordings — This recording method generates unencrypted .wav files. Since Uptivity relies on a third-party library to generate these files, the application cannot encrypt them while they are writing. The Transcoder service can convert the files to an encrypted format if/when they are transcoded.
  • XML files — Uptivity can generate XML files that contain call metadata. However, these files are not required. To turn off XML file generation, contact Uptivity Support.

Encryption Key Management

Encryption keys are critically important. If a key is lost, any recordings encrypted with that key will be completely and irretrievably inaccessible.

The following recommendations are considered best practices for encryption key management:

  • Never delete keys from the database.
  • If you generate a new key, export it using the cc_crypt.exe utility. Keep the exported file in a secure location that is backed up regularly. This will help guard against possible loss of data.
  • Do not deactivate keys when there are active files using those keys. Wait until any files with that key are no longer needed and have been purged from your system.

Thales Encryption vs. Standard Key Management

Uptivity can integrate with Thales Encryption Key Management for customers who already use this product. The Thales systems offers a similar degree of security and flexibility as the built-in functionality of Uptivity. The main difference is the extra hardware, cost, and configuration required when integrating Thales into the Uptivity environment. For more information, talk to your Uptivity Sales Engineer.