Record on-demand/privacy

Recording as standard gives you the security of capturing all communications. Once set, the system will continue to record whenever devices are used. However, the solution can also record on demand. This can be achieved manually, or automatically through CTI integration as a result of specific events or on-screen triggers.

Record on demand (ROD)/privacy

‘ROD’ allows you to select (manually) calls that should or should not be recorded (kept private). You can also annotate a call (manually add text) to provide a customer or unique reference and/or a description associated with the call.

Essentially, the system records all calls; once a call is completed, it will keep or discard the call, based on the event information from the user. In ‘record on demand’ mode the system discards all calls unless the user selects that function. The system then keeps the whole call, no matter when ROD was selected.

For ‘privacy’, the system records all calls all the time and keeps them unless the user selects ROD. If the user selects ROD, the system will delete the whole call once it is completed, maintaining it as a private call.

Calls deleted by the Red Box solution cannot be recovered and are permanently removed; this meets all current compliance regulations.

PC-based ROD

The ROD application works in conjunction with extension-side recording. It allows you to record or not record whole calls by selecting the ‘keep’ or ‘delete’ buttons at any point during the call.

The voice recording solution makes this possible by recording all calls temporarily and then deleting or keeping them according to the mode of operation.

Once the call is terminated, the system identifies if the ‘record’ or ‘not record’ function has been set and instantly deletes or keeps the call. The Red Box recording engine records all calls in an encrypted ‘frame based’ format, making calls unidentifiable and inaccessible to any IT user or system. In this way, all call recordings are secure and protected. The recording engine tracks calls by the frame file information, which once deleted makes a call irretrievable by the system or any technology or process. Further, the system ensures that only calls marked for recording are kept.

This means that all positions loaded with the ROD application can be live-acquired (silently monitored). Alternatively, part of the conversation can be instantly played back while the call is in progress using operational tools that can only be accessed by authorised users. Once a ‘not recorded’ call is completed, the system deletes all trace of the recording; even authorised users will be unable to find, replay or monitor such an event.

Telephony-based record on demand (TDM systems)

Users can record parts of conversations simply using keystrokes or the function key on their telephone handset.

This function can be used together with the ROD application to provide a mixed method of recording on demand. It uses record triggering direct with the recording interface card to generate manual start and stop record events. The system can be configured to stop recording at the end of a call, to prevent ongoing call recording or to avoid human error.

Cisco ROD application

If you use Cisco handsets, we can provide an application that offers record on demand direct from the telephone via feature keys. It’s a PC-free way to control recording.