Provision Communication Recording Agent
Communication Recording Agent uses various system components to deliver a complete enterprise recording solution that provides ‘AI-ready’ voice and screen data for automation and analytics, which helps organizations adhere to regulations and compliance, enables quality assurance and training, gathers business insights, and helps with dispute reconciliation and fraud prevention. This article describes the key steps and component configuration required to provision Communication Recording Agent on Administration Platform, and provides relevant links to detailed administration and deployment documentation for those components.
The required configuration can be split into Platform, Product, and Integrations configuration (with some overlap). No product installation required per user unless your system has screen recording enabled, in which case, Ekisa software is required. Platform configuration includes deploying accounts, application licensing, tenant/integration activation, and user management (user accounts, roles, and organization hierarchy). Product configuration includes storage locations, export endpoints, policies, and schedules. Your integration configuration includes integration-specific system configuration, tenant/integration activation, and recording policies setup.
Note
The deployment and configuration of the system architecture that Communication Recording Agent and Administration Platformuse to function and provide monitoring for (such as AWS and DataDog) are managed by various Uniphore Deployment and Engineering teams and are outside the scope of this provisioning document.
The following tables outline configuration steps required for the platform, your account, and your integrations. They describe the purpose of each component configuration, provide links to relevant detailed documentation, and specify who should perform the configuration steps. While there are some logical dependencies between components, the configuration of many components can be adjusted later. For example, you can continue to refine, create, enable/disable, and delete policies as your requirements evolve. In addition, some policies require other components to be configured. However, if you're creating a policy that, for example, requires a storage location, you can create the storage location as part of the policy configuration. Details of these nuances are covered in the linked documentation below, but to avoid any complications, follow the steps in order.
Note
Differences in requirements and telephony systems vary, resulting in deployments that differ from customer to customer. If you have any questions, please talk to your Uniphore representative.
Platform:
Create the Account tenants, applications, and integrations on the Administration Platform.
Step | Component | Description/Reference | Owner |
|---|---|---|---|
1 | Account Creation | Uniphore and Partner Delivery Engineers. | |
2 | Application Licensing | Uniphore and Partner Delivery Engineers. | |
3 | ASR Models | Uniphore and Partner Delivery Engineers. | |
4 | Integrations | Add any integrations to Accounts. This is covered as part of the integration installation process, as each integration requires telephony system-specific configuration steps before this step:
| Uniphore and Partner Delivery Engineers. |
Account:
Set up user onboarding, configure Policy Schedules, define Storage Locations and Export Endpoints, and configure Policies, all in the Communication Recording Agent application.
Step | Component | Description/Reference | Owner |
|---|---|---|---|
1 | User Administration | Onboard users to Account tenants, add users, assign roles, configure the Organization Hierarchy, and assign access permissions. For everything user administration, click here. As detailed in the User Administration guide, depending on your onboarding method, some configuration may be required to enable SSO, such as SCIM sync, AD sync, or SAML authentication. For information specific to user onboarding, and Communication Recording Agentconsiderations, see below: | Uniphore and Partner Delivery Engineers. Account Administrators can make changes after initial onboarding. |
2 | Schedules | Use Schedules to determine when your Storage Policies are applied. | Uniphore and Partner Delivery Engineers and Account Administrators. |
3 | Storage Locations and Export Endpoints | Define Export Endpoints for export policies to send call data to, and define Storage Locations to provide additional storage facilities and flexible archiving options for storage policies to manage call data storage. | Uniphore and Partner Delivery Engineers and Account Administrators. |
4 | Policies | Define policies to perform automated actions against captured conversation data, including recording control, retention and archiving, transcription, export, access control, and locking. These are all designed to help with your regulatory data retention and management requirements. | Uniphore and Partner Delivery Engineers and Account Administrators. |
Integrations:
Configure your telephony system, Communication Recording Agent, and the Administration Platform to capture conversations.
Step | Component | Description/Reference | Owner |
|---|---|---|---|
1 | Telephony Systems | Different prerequisite configurations are required on the telephony platform depending on the integration. Each integration has its own guide in the following links. These guides include prerequisite information and steps to perform before the integration with Communication Recording Agent. Different documents have been produced to meet the requirements of Delivery Engineers and Customers:
| Uniphore and Partner Delivery Engineers and Customer Telephony Administrators |
2 | Integration Components | Once the prerequisites are complete, perform integration-specific configuration steps. As mentioned, different documents have been produced to meet the requirements of Delivery Engineers and Customers:
If using a Collector-based integration, the following components also need to be deployed by Delivery Engineers (not customers):
| Uniphore and Partner Delivery Engineers and Customer Telephony Administrators |
3 | Administration Platform | Once the Integration configuration is complete, configure Administration Platform components to receive data from the integrations and process that data for Communication Recording Agent.
| Uniphore and Partner Delivery Engineers |
4 | Communication Recording Agent | Use Communication Recording Agent to manage which captured calls are retained and which are discarded.
| Account Administrators with assistance from Uniphore and Partner Delivery Engineers for initial deployment. |