Is your recording solution working? What happens if it’s not? How do you know?
When the recording takes place in a client’s environment, it is critical that no recordings are lost. This is crucial for regulatory reasons. Traditionally, especially within the financial services industry, call recordings were manually checked by staff to see if they appeared on the system. You can imagine how difficult it is to tell if all calls have been recorded or not.
Let us introduce one of the main new features of your Verba solution… your peace of mind.
Skype for Business CDR Reconciliation reports
As part of the Verba 8.2 release, we developed a Call Detail Records (CDR) Reconciliation service for Skype for Business, which imports conversation records from the CDR database and matches them with the Verba recordings.
This service makes it possible to locate every call (recorded or not) by comparing Verba and the telephony platform database, and also report these issues via our existing reporting framework. The reconciliation produces a report which is emailed to you on a daily or weekly basis, provides you with a warning if a user has not been recorded. Generally any organization that requires calls to be recorded for regulatory reasons benefits from this feature.
In the Verba 8.2 release, the media processing warnings related to calls in the database are now searchable and can be used in reports. These warnings are about call length – media length mismatch, secure media decryption, media mixing, media packet loss due to network/system performance issues.
An interesting side-effect of all this: non-answered calls become searchable in the Verba interface as they are imported with the CDR data. Calls placed when a user was not set up for recording can also be imported (of course without media, only the Call Detail Records part). This enables you to access more information to produce more detailed statistics and reports.
If you would like further information, please contact one of our experts.