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Compliance Archiving for Calabrio

Hiro
Updated

Overview

Nuclei provides Calabrio customers with the ability to automatically export, enrich, and archive all communications occurring within Calabrio, including:  

  • Call Recordings
  • Call Metadata

The integration is based on Calabrio's bulk export feature, which enables Nuclei to access and export Calabrio recordings. To enable connectivity customers must create a new Bulk Export job. Afterwards, AWS Data Sync can be used to provide Nuclei with access to exported recordings. 

Once provisioned, Calabrio recordings are automatically retrieved from the bulk export job (via AWS DataSync) and are made available for archival and further processing in other 3rd party applications. 

 

Prerequisites

  • Calabrio
  • AWS DataSync

 

Scope

Calabrio

Recordings from customers using any Calabrio integration are supported for archiving. 

The following types of metadata are available for each call recording: 

  • % Silence
  • % Talk Over
  • AVG Silence
  • AVG Talk Over
  • Agent ACD ID
  • Agent ID
  • Approved By
  • Associated Call ID
  • Calibration
  • Call Duration
  • Called Number
  • Calling Number
  • Contact ID
  • Contact Type
  • Daily Workflow
  • Date
  • Date Evaluated
  • End of Call Workflow
  • Evaluation Form
  • Evaluator Name
  • First Name
  • From Address
  • Group Name
  • HR
  • Last Name
  • MAX Silence
  • MAX Talk Over
  • MIN Silence
  • MIN Talk Over
  • Net Promoter Score
  • Predictive Evaluation Score
  • Predictive Net Promoter Score
  • Reason
  • Recording Type
  • Score
  • Sentiment Score
  • Silence Events
  • State
  • Subject
  • Survey Name
  • Survey Score
  • TOT DUR Silence
  • TOT DUR Talk Over
  • Talk Over Events
  • Team Name
  • Time
  • Time Zone
  • To Address
  • Training

  

Supported Archives

The following archiving destinations are supported for Calabrio archiving:

  • ACA ComplianceAlpha
  • 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

 

Quick Start Guide 

Installation

  1. Create a new Calabrio bulk export job
  2. Deploy AWS DataSync
  3. 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 "Calabrio" 
  4. Select "Search"
  5. Select a Calabrio recording from the search results.
  6. Replay audio. 

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

 

Uninstallation 

  1. Disable the Calabrio bulk export job

 

Getting Setup

Calabrio

Please contact Calabrio support to enable the bulk export configuration. .

 

AWS DataSync

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

 

More Information

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

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