Secure calls can be monitored and recorded, as described in this section:
•A supervisor can establish a secured monitoring session for a secured or a non-secured call.
•The call security of the original call is never impacted or downgraded as a result of a call monitoring request.
•The monitoring call is allowed to proceed only when it can be established and maintained at the same security level as the device capability of the agent.
•The original call between the agent and customer must have different crypto keys than that of monitoring call. In a monitoring session, the system encrypts the mixed voices of the agent and customer with the new key first before sending to the supervisor.
Note The system does not support secure recording on authenticated phones.
Configuring Secure Call Monitoring and Recording
To configure Secure Call Monitoring and Recording, use the following procedure:
Table 16-1 Configuring Secure Call Monitoring and Recording
Provision secure capability on agent and supervisor phones.