Policy-based Recordings

Interaction Recorder starts the recording process based on an Initiation Policy, instructing the Media Server to record the interaction if it is a call. When Media Server is instructed to record a call, it compresses the recording file, and if the Initiation Policy has the action to encrypt the recording, Media Server encrypts the file.

At the time the recording is started, Interaction Recorder writes the call information to the CIC Database, allowing the call to be available for immediate searching. Call information includes media details, such as: Recording Date and Time, Recording ID, Expiration Date, Initiation Policy, Interaction ID Key, Direction, Archived indicator, Encrypted indicator, Recording Length, (Recording Type, Call Line, and Call Type).

When Media Server completes the call recording processing, the recording file is copied to the directory specified in the Retention Policy for the call.If the recording is another type of interaction such as a chat or an email message, when it is complete, Interaction Recorder copies the file to the directory specified in the Retention Policy for the interaction. Interaction Recorder updates the CIC Database with current recording information, including the recording length and the file location.

Note

If the Media Server is not able to copy the recording to the directory specified in the Retention Policy, the recording data is kept for these calls in the CIC Database.

A high volume of call recordings being transmitted over a network might significantly impact the performance of the network. Adding a Remote Content Service server helps to reduce network traffic. It offloads the network bandwidth needed to process, play, and export recordings. The Remote Content Service decrypts and streams recordings to the Interaction Recorder Client for playback. For more information about the Remote Content Service server, see the Interaction Recorder Remote Content Service Installation and Configuration Guide in the PureConnect Documentation Library.