Communication Recording Agent System Components
This topic provides details on the Communication Recording Agent architecture and each of the Communication Recording Agent system components. For an overview, see Architecture Overview. For detailed information on each component, see the following:
Collectors – On-premise data capture connections and components.
Audio Connector – In the cloud data capture connections.
Automatic Speech Recognition (ASR) – Transcription capabilities.
Conversation Service – Metadata processing and availability.
Media Handler and Storage – Audio storage management.
Screen Recording Ekisa – Screen Recording capabilities.
Policy Manager – How your system components know which calls to process for various actions.
Communication Recording Agent Application – Access your conversation data and configure your system.
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System Components - FAQs
The following answers common questions about Communication Recording Agent system components and provides links to further reading on each subject.
Q: What are Collectors and what do they do?
A: Collectors are components that connect to and capture data from communications systems. They package captured media and metadata into chunks and securely stream it to the Audio Connector via NATS (Neural Autonomic Transport System). For more information, see Collectors.
Q: What is the role of the Audio Connector?
A: The Audio Connector is a central cloud-based system that receives captured calls from Collectors/NATS or direct cloud integrations. It then routes this captured data to the Conversation Service, ASR (transcription), and Media Handler for processing and storage. For more information, see Audio Connector.
Q: How does the Conversation Service work?
A: The Conversation Service manages all call metadata, which is used for call management, user access control, retention policies, storage, export, and more. It allows users to search for calls based on specific metadata values, such as finding calls where an agent is in a certain group. For more information, see Conversation Service.
Q: What does ASR (Automatic Speech Recognition) do?
A: ASR provides transcription capabilities by converting audio to text for all conversations that come through the system. It supports both live and post-call transcription services. For more information, see Automatic Speech Recognition (ASR).
Q: What functions does the Communication Recording Agent Application provide?
A: The Application is where users and admins interact with the system. Users can search for, replay, annotate, export, lock, and delete captured calls, as well as view transcriptions. Admins can review audit logs and configure system elements such as policies, export settings, and user access permissions. For more information, see Communication Recording Agent Application.
Q: What does the Media Handler and Storage component do?
A: The Media Handler processes audio provided by the Audio Connector and manages requests between the application and storage. It works with the Policy Manager to process Storage and Real-time Export policies. S3 Storage provides global storage facilities for storing call audio, which the Media Handler makes available. For more information, see Media Handler and Storage.
Q: What is Screen Recording - Ekisa, and how does it work?
A: Ekisa 5.0 provides screen recording capability for agent desktop activity used for quality assurance, training, and compliance. When a conversation starts, the Screen Recording Server signals Ekisa to record the agent's screen. When it ends, the recording stops, and the captured video is sent to the Media Handler for storage. Agents can request suppression to pause recording of sensitive data. For more information, see Screen Recording - Ekisa.
Q: What is the Policy Manager, and what does it control?
A: The Policy Manager determines which calls are processed for various actions by managing different policy types, including Recording Control (Allowlist/Blocklist), Storage (Purge/Move/Archive), Transcription, Export (Call Push/Real-time Audio), Access Control, and Locks. It works with other components to ensure calls are retained, removed, exported, transcribed, locked, or made accessible according to configured policies. For more information, see Policy Manager.
Q: What is the Reconciliation Service?
A: The Reconciliation Service ensures data integrity during screen recording suppression requests - if suppression fails during recording, this service processes the suppression post-call to ensure no sensitive data is retained. For more information, see Screen Recording - Ekisa.
Q: How does the system handle user access and call filtering?
A: When users search for calls, the Conversation Service checks with the Policy Manager and User Management to confirm access privileges. The system then provides filtered results matching the user's search criteria within their authorized access. Access is determined by a combination of user Roles and Access Control policies. For more information, see Communication Recording Agent Application.