Compliance Archiving for Dialpad

Overview

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

• Dialpad Call Recordings
• Dialpad SMS Messages

As a first step, Automatic Call Recording using must be activated for the Dialpad account, which ensures that recording starts automatically. Once provisioned, Nuclei Capture automatically ingests and exports Dialpad recordings and SMS messages enabling processing and archival in other 3rd party applications. 

You will also need to contact Dialpad support to activate the export "Text Logs" & "Recordings" capabilities. You will need to request for both if you want SMS and phone call recordings archived.

Prerequisites

• Dialpad Pro, Enterprise
• Dialpad Call Recording (optional)
• Dialpad Support activating "Text Log" & "Recording" export on account
• Dialpad API Key (additional scopes: Recording Export, Message Content Export)

Scope

Call Recordings

Dialpad Automatic Call Recording ensures that all inbound and outbound calls to the call center are recorded, including: 

• Inbound Calls
• Outbound Calls

The following types of metadata are also supported for each recording:

• Call ID
• Custom Metadata
• Date Connected
• Date Ended
• Date Started
• Direction 
• Duration
• Entry Point Call ID
• External Number
• Group ID
• Internal Number
• Master Call ID
• Operator Call ID
• Proxy Target
• State
• Target
• Transcription Text
• Meeting ID
• Meeting End Time
• Meeting Name
• Meeting Start Time
• Moderator Name
• Moderator Login
• Participant Login Name
• Participant Join Date Time
• Participant Leave Date Time
• Participant Corporate Email ID

The following additional types of metadata are also supported for each Dialpad Contact:

• Contact ID
• Contact Type
• Contact First Name
• Contact Last Name
• Contact Display Name
• Contact Phone Numbers
• Contact Emails
• Contact Primary Email
• Contact Company 
• Contact Job Title
• Contact Trunk Group
• Contact Extension 

Dialpad SMS Messages

Dialpad messaging (SMS and MMS) can also be archived. The following types of metadata are also supported for each message:

• Message ID
• Created Date
• Direction
• Target 
• Contact
• Sender ID
• From Number
• To Number
• Text Content 

Supported Archives

The following archiving destinations are supported for Dialpad 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

Getting Setup

1. Login to https://dialpad.com 
2. Select the "Admin Settings" icon
3. From the top drop down select "My Company" 
4. Select "Authentication", then select "API Keys"
5. Select "Add Key", and create a new key
   1. Name: Nuclei
   2. Expiry Date: Never
   3. Additional Scopes
      1. "Recordings export" (required for archival of call recordings)
      2. "Message content export" export (required for archival of SMS messages)
6. Select "Save"
7. Select "Copy Key"
8. Submit the API Key to Nuclei (link)

Deauthorization 

You can revoke application permissions as follows:

1. Login to https://dialpad.com 
2. Select the "Admin Settings" icon
3. From the top drop down select "My Company" 
4. Select "Authentication", then select "API Keys"
5. Select the delete icon next to the Nuclei API Key
6. Select "Yes, Delete"

Alternatively, you can also create a new deprovisioning request with Nuclei. 

Resources

Dialpad - Setup Call Recording

Dialpad - Setup Data Export

Dialpad - Manual API Key Generation

More Information

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