This topic provides an overview of Uptivity system topology, providing context for discussions about transport and file security. It also discusses basic and enhanced security features built into Uptivity.
Uptivity Design
Depending on the integration, Uptivity receives call audio from either the PBX
An acronym for Private Branch Exchange. A telephone switching device owned by a private company that serves a particular business or office. or agent telephone. Call data comes from the PBX. Screen recording data is received from the agent’s PC over the LAN/WAN. All recording is done on one or more servers located at the customer's site(s).
The audio and screen recording files may be stored only on the recording server(s), or they can alternatively be stored there temporarily and later written to another server or file storage location based on schedules and available bandwidth. In this scenario, the local files are deleted after the recordings are moved. Long-term storage, or archiving, of recordings can be managed in a variety of ways, including variable retention periods and automated purging.
Database records for each recording are created in Uptivity for file and quality management purposes. These records let the files be located so that users with appropriate permissions can listen to and view the files via the NICE Uptivity Web Portal. The database can be housed on the recording server, on a separate server, or as an instance in an organization's SQL cluster.
Interactions between Uptivity components (for example, servers, Web Portal), file servers, and archive devices can be configured to use SSL.
If users are recorded from remote locations or access recordings from remote locations, NICE inContact recommends that a VPN be established to support PCI certification.
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. Consider:
- One or more Windows file servers may be used for storing recording files with cardholder data.
- Servers, network attached storage devices, removable media, or other devices may be used in archiving recording files with cardholder data.
- Screen Capture Servers may be used, resulting in video files that are stored in a different location from the associated audio files.
The accounts and passwords used to manage these devices and files should also comply with overall security measures. NICE inContact recommends the following:
- As a precaution, any account used to manage Uptivity system servers should be secured in order to prevent anyone from tampering with the system’s operations.
- Uptivity uses an SQL database, as mentioned previously. For SQL servers, NICE inContact recommends:
- NT Authority\System for SQL Server Database Engine
- NT Authority\Network Service for SQL Server Reporting Services
- NT Authority\Local Service for SQL Server Browser
- When separate Screen Capture Servers are used, the system requires a UNC path for the recording storage location and a user account and password with Write permission for that location. This account should also be secured.
Access Control
Access to Uptivity configuration, certain features and functionality, and even recording files themselves, can all be limited through user roles. PermissionsA type of setting that allows or restricts users’ access to information and functionality. Permissions are added to roles, then roles are assigned to users. that can be assigned to these rolesA type of categorical setting that gives users access to the information and functionality they need based on permissions. Roles are assigned to users after permissions are added. are very granular, providing a great deal of flexibility in the way organizations implement the system.
Enhanced Security Features
Uptivity offers several enhanced security features, including blackoutsBlackouts remove and / or block out sensitive information that may be part of a call, such as credit card numbers or other personal information. PCI-DSS, HIPAA, etc. prohibit contact centers from retaining this kind of information in their audio and screen recordings. 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 NICE Uptivity representative.
Secure Storage and Transport
Interactions between recording servers, NICE Uptivity Web Portal servers, file servers, and archive devices can use SSL (Secure Socket Layer) and TLS (Transport Layer Security) for data in transit. The use of SSL/TLS requires special configuration, and customers must obtain their own SSL certificate(s). NICE Uptivity and all related services are compatible with TLS 1.2.
For transport security to be effective, all communication starting and ending points should be secured. Bear in mind that SSL and TLS are all-or-nothing solutions. For example, if you enable SSL, TLS, or both, on the Screen Capture Server, but do not enable these features for the Screen Capture Clients, the clients and server will not be able to communicate.
If users are recorded or access recordings from remote locations, they must go through a VPN for this level of security.
TLS is typically used in conjunction with encryption (discussed in the previous section). The following table summarizes the impacts of encryption and TLS on an Uptivity system.
| Encryption | TLS | Effects |
|---|---|---|
| On | On | All files stored in supported formats on disk are encrypted. All live monitoring communications are encrypted. |
| On | Off |
All files stored in supported formats on disk are encrypted. Live monitoring communications are not encrypted. |
| Off | On |
Files stored in supported formats on disk are not encrypted. All live monitoring communications are encrypted. |
| Off | Off |
Files stored in supported formats on disk are not encrypted. Live monitoring communications are not encrypted. |
