Compliance Archiving for 8x8

Overview

Nuclei provides 8x8 customers with the ability to automatically export, enrich, and archive all voice communications taking place within 8x8 Cloud Contact Center, including:  

• Call Recordings
• Chat Transcripts

The integration is based on 8x8 Recording API which enables Nuclei to receive and archive 8x8 recordings, chat transcripts, and related metadata. To enable connectivity customers must create new API tokens from the 8x8 Contact Center Configuration Manager.  

Afterwards, Nuclei will automatically retrieve and archive call recordings that take place in the customer's 8x8 environment enabling archival and further processing in other 3rd party applications including the Smarsh Connected Archive. 

Prerequisites

• Activation of Automatic Call Recording
• Creation of API keys in Contact Center Configuration Manager 

Scope

Supported Events

The following types of events are supported for archiving:

• Call Recordings 
• Chat Transcripts

Supported Metadata

The following types of metadata are supported for each recording:  

• Agent ID
• Start Date
• Phone Number
• Channel 
• Case ID
• Duration
• Filename
• Queue ID
• Queue Name
• Account Number
• Transaction ID
• Out Dial Code
• Wrap Up Code
• Transaction Codes

The following types of metadata are supported for chat transcript:  

• Agent ID
• Start Date
• Agent Name
• Contact ID
• Contact Name
• Queue ID
• Queue Name
• Channel ID
• Case ID
• Target IP
• Transaction IP
• Interaction GUID
• Transcript Type
• Duration

Supported Archives

The following archiving destinations are supported for 8x8 Archiving:

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

TLDR

1. Activate Automatic Call Recording
2. Creation of API keys in Contact Center Configuration Manager 
3. Complete onboarding session to review configuration and downstream archiving requirements

Getting Setup

Installation

Activate call recording settings 

The following configuration is required to ensure automatic call recording takes place: 

1. Login to "Contact Center Configuration Manager"
2. Select "Agents"
3. Click Edit icon
4. Select the "Phone" tab
5. Under "Automatic Call Recording", complete the following:
   1. % of inbound queue calls
   2. % of direct inbound calls
   3. % of outbound calls 
6. Click "Save"

Create API Keys

The following configuration is required to provide Nuclei access to the Recordings API: 

1. Login to "Contact Center Configuration Manager"
2. Open "Integration", and go to the "API Token" tab
3. Next to "Data Request Token", click the "New Token" button. 
4. Submit your 8x8 tenant name and the newly created data request token with Nuclei

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 "8x8" 
4. Select "Search"
5. Select a 8x8 conversation from the search results.
6. Review call recording and call metadata.

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

• Smarsh Professional Archive - User Guide 
• Smarsh Enterprise Archive - User Guide 

Uninstallation 

1. Create new deprovisioning request with Nuclei 

More Information

For more information on Compliance Archiving for 8x8 and for a demonstration of related capabilities please contact Nuclei's sales team at hello@nuclei.ai.