Automatic Call recording (Pause & Resume) for PCI compliance with Voicemail Pro

[adc110]

I have a customer that is inquiring about the ability of automatically pausing the recording of call center agent calls and resuming when they perform an action on their computer screen (their web-based client booking software launches a separate browser tab when being directed to the credit card input site at which point they want the call to pause recording for PCI compliance and then when closing it will resume). Their booking provider says that they have seen many other phone systems (such as Mitel, Panasonic, etc..) that they have integrated their solution with . . . all of which have some sort of middleware/rich client that runs on the call center agent's computer that monitors the status of such events and can initiate a call record pause/resume.

The customer has an Avaya IP Office V2, 9.0. with Voicemail Pro. Voicemail pro is configured for recording and we use ContactStore for recording archive. We are in the process of migrating away from Avaya CCR and ContactStore and have Xima Chronicall installed and working in parallel (which will ultimately replace CCR/Contact Store for everything).

The booking software representative says this is pretty standard stuff and that they do not develope this type of resident software agent.

I reached out to Avaya ATAC and they said their product"Avaya Workforce Optimization Select" is the only option. This would be a complete product in of itself and not looking for something like this. I researched through DevConnect and could not find anyone writing any programs/solutions for such a need and can not find anything.

Perhaps someone might know of a 3rd party solution that can perform this? Thank you in advance for any insight!

 

[jamie77]

Can't be done with VM Pro recording, only manual pause. We use 3rd party recording solutions from Liquid Voice to achieve PCI compliance.

This is why we have less than 5 customers using VM Pro recording!!!

Jamie Green

[bold]A[/bold]vaya [bold]R[/bold]egistered [bold]S[/bold]pecialist [bold]E[/bold]ngineer

 

[holdmusic34]

Atac are correct.

A madman with a taste for speed.

 

[janni78]

This would be a simple software to write, but considering importance of this to work and fines if it doesn't I would go with a 3rd party recording solution.
VM Pro Recording was never meant to be used in these kind of scenarios, that's why it's cheap compared to the competition.

"Trying is the first step to failure..." - Homer

 

[teletechman]

We use Xima, you just need the latest release for the option.
Mike

 

[adc110]

Fantastic feedback. At least I have some more assurance that there may not be a "simple" third party app that could do this (much like their booking vendor advised "Mitel has this"). We are transitioning to Xima Chronicall and I will reach out to them teletechman! Based on all of this it may appear that other manufacturers have more flexible API's which is why it may be easier but Avaya is so proprietary that it may be more locked into their solutions. I have used recording from VM Pro for many years and works great and always knew that it doesn't provide anything in the way of security (nor does ContactStore) which was the reason to migrate towards Chronicall . . . but when it came to "Pause & Resume" automatically is where the hang up is.

Thanks for all the input! It is much appreciated

 

[Pepp77]

Oak do offer this facility

Either manually entering a code to pause and then restart the recording, or if you pay a bit more they can be configured to pause the recording based on a webpage you are on (ie the webpage where you enter the card details) and then restart recording when you move to another webpage.

| ACSS SME |

 

[adc110]

Pepp77 - Oak would be a complete call recording solution correct?

 

[Pepp77]

yep.

| ACSS SME |

 

[ragj195]

If we can get remote access to a client running the booking software we can check the integration is possible.

Richard
Oak

 

[adc110]

Ragj195 - unfortunately there has been a lot of time and investment in migrating to Chronicall. I did confirm today that Chronicall can support pause/resume but is manual and completed through the RealTime Agent Dashboard (agent can click a pause/resume button) which we will test. That being said it does appear that it will have to be a manual intervention for pause/resume (whether a button on the phone or using software). Thank you again for all of your help everyone!