About Secure Call Monitoring and Recording Setup
Secure calls can be monitored and recorded, as described in this section:
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A supervisor can establish a secured monitoring session for a secured or a non-secured call.
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The call security of the original call is never impacted or downgraded as a result of a call monitoring request.
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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.
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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.
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The system does not support secure or nonsecure recording on authenticated phones. |