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Compliance Archiving from Existing Recording Systems

Hiro
Updated

Overview

Nuclei provides customers with existing recording systems with the ability to automatically export, enrich, and archive all communications occurring within on-premise recording systems, including:

  • Call Recordings
  • Call Recording Metadata

The integration is based on each recording systems bulk export feature, which enables Nuclei to access and archive recordings. To enable connectivity customers must create a new bulk export job in the system configuration of each recording system. Afterwards, AWS DataSync or Amazon S3 is used to provide Nuclei with access to exported recordings. 

Once provisioned, recordings from each system are automatically retrieved after bulk export (via AWS DataSync or Amazon S3), and are made available for archival and further processing in other 3rd party applications. 

 

Prerequisites 

General

Option #1: Amazon S3 

The following prerequisites are required for recording systems that support direct archival to Amazon S3:

  • Configuration of a new Amazon S3 storage target (existing recording system)
  • Configuration of a new bulk export job (existing recording system)

Option #2: AWS DataSync 

The following prerequisites are required for recording systems that do not support direct archival to Amazon S3, but do support archival to a local network share:

  • Configuration of a new Local Network share 
  • Configuration of a new bulk export job (existing recording system)
  • Deployment of AWS DataSync Agent (new virtual machine) 

Call Recordings

A full list of all supported formats is outlined in Supported Audio Formats, which include:

  • Universal, standard-based media formats (WAV, GSM, RAW, etc) 
  • Proprietary media formats  (NICE NMF)

 

Call Recording Metadata

Supported call recording metadata formats include the following:

  • File-based  

    • Individual records (CSV, JSON, or XML) containing the metadata for an individual recording
    • Filenames must match between metadata records and media files to preserve mapping relationships.  

  • File-name based  

    • Call Recording metadata is embedded within the filename of each recording file. 

 

Supported Archives

The following archiving destinations are supported for archiving recordings from existing systems:

  • Dell EMC SourceOne
  • Global Relay Archive
  • Micro Focus Digital Safe
  • Mimecast Cloud Archive
  • Proofpoint Enterprise Archive
  • Smarsh Enterprise Archive
  • Smarsh Professional Archive
  • Veritas Enterprise Vault
  • ZL Unified Archive

 

Quick Start Guide

Installation

  1. Create a new local network file share
  2. Create a new bulk export job in the System Configuration of the recording system
  3. Deploy AWS DataSync
  4. Complete onboarding session to review configuration and downstream archiving requirements. 

Usage

Utilization varies, and will depend on the downstream archive being used. 

Example (Smarsh Professional Archive)

  1. Login to https://app.smarsh.com 
  2. Select Search > New Search 
  3. Select Content, and replace "All Content" with "ASC neo" 
  4. Select "Search"
  5. Select an ASC neo recording from the search results.
  6. Replay audio. 

For more information on the Smarsh Connected Archive, please visit Smarsh Central 

Uninstallation 

  1. Login to the System Configuration of the recordign system
  2. Navigate to "Export Jobs", and select "Disable" or "Delete"
  3. Shutdown the VM supporting the AWS DataSync Agent

 

Getting Setup

Recording System

Please contact your recording system administrator to enable the required bulk export configuration.

 

AWS DataSync

For more information on AWS DataSync deployments, please reference the AWS DataSync Deployment Guide.

 

Additional Resources

Supported Systems 

The following recording systems are supported by Nuclei:

  • ASC Technologies AG 
  • Auronix
  • Cisco
  • Cybertech
  • IPC 
  • Mitel 
  • NICE 
  • Thales
  • Verint 

The above list is not exhaustive, and Nuclei supports archiving from any other recording system that also meets the prerequisites outlined above.

ASC Technologies 

ASC neo Suite

  • The neo suite stores audio in a proprietary codec which is further encrypted to AES-256.
  • Data is stored in PostgreSQL or Microsoft SQL databases.
  • Bulk export is possible, enabling extraction of audio in open WAV and XML formats. 
  • The bulk export feature is licensed by ASC. 

ASC MARATHON (Legacy)

  • The MARATHON suite stores audio in a proprietary codec. 
  • Data is stored in a MySQL database.  
  • Bulk export is possible, enabling extraction of audio in open WAV and XML formats. 
  • The bulk export feature is licensed by ASC, and requires the latest version of the MARATHON V10 software.

NICE Systems 

NICE NTR

  • NICE NTR stores audio recordings in WAV (GSM 06.10) or NMF format. 
  • Metadata is stored in a MySQL database. 
  • Bulk export is possible, but requires special licensing from NICE. 

 

NICE NIM

  • NICE NIM stores recording in NICE NMF format. 
  • Data is stored in a Microsoft SQL database. 
  • Bulk export is not known to be possible. 

Verint Systems

Verint Impact 360 

  • Verint Impact 360 stores audio in WAV format (G723.1). 
  • Metadata is co-resident with recorded audio, with an XML file existing for each audio recording.

Verint Verba

  • Verint Verba stores audio in an encrypted format. 
  • Bulk export is possible to a number of supported storage layers, including Amazon S3.
  • Full details are available in the Verint Verba knowledge base:

More Information 

For more information on Compliance Archiving from existing recording systems, please contact Nuclei's sales team at hello@nuclei.ai. 

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