The main purpose of the implementation of the recording system is to provide the information infrastructure of the Bank by means of recording conversations of ordinary employees and operators of the existing contact center with the possibility of their further storage and listening.
The existing recording system did not allow for further development and support, and also did not fully meet the requirements of PCI DSS.
The Bank's IT Department defined the following requirements for the new recording system:
• System reliability and failure resistance. • Provide active recording mode, which involves sending voice traffic directly from the IP phone to the recording system.
• Configure the encryption of records at the level of saving in the archive.
• Pause and resume recording of a conversation on demand.
• Ensuring the storage requirements of records up to 3 years.
• Delimitation of access rights to the recording system.
• Multilingual web user interface.
To implement the call recording system, the following solutions are integrated with the existing Cisco Unified Communication Manager 8.6 (CUCM) IP telephony system and Cisco Unified Contact Center Enterprise 8.5 (CUCCE) contact center:
• Cisco MediaSense 8.5 conversation recording system;
• NICE Interaction Manager (NICE Interaction Recording Release 4.1) management and analytics system.
NICE Interaction Manager implements flexible rules for recording conversations based on Computer Telephony Integration (CTI) integration, and also provides storage and archiving of rules.
In accordance with the requirements of the new recording system, the NICE Interaction Recording architecture was chosen, consisting of three servers:
• NICE Interaction Management Server — a server containing all integration components and applications for working with the recording system;
• NICE Database Server — a server that stores the databases of the recording system;
• NICE Sentinel Server — server for monitoring the state of servers and components of the recording system.
Cisco MediaSense 8.5 is used as a recording device (logger). It carries out double high-quality audio recording of conversations (recording of two sides of the dialogue in the form of separate streams), which greatly facilitates their further analysis. Real-time monitoring allows supervisors to listen to the conversation as it is recorded.
In the existing contact center of the Bank, agents' jobs are not fixed and are not tied to a specific telephone set (free seating agents). To obtain additional telephone contact parameters, JTAPI CTI is integrated with the IP-telephony system and the Bank's contact center reporting system.
When a new telephone contact is opened, the CTI data is updated: NICE Interaction Management Server receives and processes information about additional telephone contact parameters from the Cisco Unified Communication Manager (CUCM) and Cisco Intelligent Contact Management (ICM) servers and transmits it to the NICE Database Server. Thanks to this information, it is possible to identify conversation records and generate search queries based on the data of an agent (AgenTiD) or skill group (SkillGroupID). The architecture of the recording system provides a fail-safe configuration of CUCM IP telephony servers and CUCCE contact center and provides interaction with backup servers in case of failure of active ones. Interaction with pairs of servers is carried out according to the scheme: active/standby — for CUCM and active/active — for CUCCE.
Based on the requirements of the Bank, a technical task was prepared and the optimal solution for recording conversations was selected, after which a pilot project was carried out and a detailed description of the architecture of the recording system was developed.
VERNA specialists, together with employees of the IT Bank's Computer Networks Department, configured and integrated the Cisco MediaSense 8.5 recording platform and NICE Interaction Manager management and analytics system with the existing Cisco Unified Communication Manager IP telephony system and Cisco Unified Contact Center Enterprise.
The implemented solution meets all the requirements and provides real-time recording of all telephone conversations of contact center operators, followed by the ability to search and listen to recordings by means of the web interface, as well as export of call records files to network storage for long-term storage.
“The work on the modernization of the contact center, carried out by VERNA, was carried out at a high level and on schedule.
Implemented solutions and prepared project documentation meet all our requirements and confirm the availability of the partner at the time of completion of the project the necessary staff of qualified specialists for post-project technical support and the provision of consulting services on the further development of the IT infrastructure of our bank.
We consider cooperation with LLC “VERNA” promising and mutually beneficial.
We recommend VERNA as a reliable partner for IT infrastructure projects.”
Mikhail Skomorokhov
Head of the Department of Infrastructure Development of PUMB
First Ukrainian International Bank PUMB — it is a large and reliable private bank that has been operating in the Ukrainian financial market for more than 20 years and strives to provide customers with high-quality banking services, constantly improving the service and providing an individual approach.
PUMB is one of the ten largest banks in Ukraine by key financial indicators.
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