Call and Screen Recording Infosheet (U9)

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Introduction

This document provides an overview of the LiveVox Call Recording System and Screen Recording features.

Overview of Call Recording Functionality

LiveVox records all agent-handled calls automatically. The call recording begins immediately after a call is bridged to an agent and captures everything the caller hears during the conversation. By default, calls which are transferred externally from LiveVox by an agent continue to be recorded[1], though this can be disabled. The maximum duration for a call recording is 240 minutes. The minimum recording duration is 1 second. Any calls connected to an agent for less than 1 second are not recorded.

Call Recording Retention

LiveVox provides 15 days as the standard retention period to all customers, for no additional fee.

You can also view this information in the Advanced Features section of the Settings page. The Free days of call recording option displays the number of days that you choose to record. See Figure 1: Client editor -Settings tab.

This is a view-only option. The minimum retention period available to store call recordings is 3 days.

Call recording retention can be set at client level, service level, or both. You can request that LiveVox set a different call recording retention period for a particular service, that varies from the client level setting. When no retention period is set for a specific service, call recording respects the retention period set at the client level. If a particular service has a different retention period than what is set at the client level, the service level setting takes precedence.

You can view call recording retention information in the Days of CallRecordings field at the client and service levels. This is a view-only setting. Updates to this setting are applied to existing and future call recordings retention.

To view the client level call recording retention period, navigate to Client > Settings tab:

Figure 1: Client editor -Settings tab

To view service level call recording retention, navigate to Services > Settings tab:

Figure 2: Services editor - Settings tab

Service respects the client level Days of CallRecordings configuration based on the following fields:

• Call Recording Enabled – When enabled, all conversations with an agent logged into the LiveVox Agent Desktop are recorded.
• Call Recording Bitrate – Refers to the audio resolution (kilobits per second). Available options are 16, 32, and 64. The default setting is 16-bit. 32-bit or 64-bit can be selected if required for Speech Analytics integration.
• Record External Transfers – External transfers are defined as any transfer to a 10-digit number. When enabled, LiveVox continues recording calls transferred to an external party until the call is terminated. When disabled, LiveVox ends call recording when a call is transferred to an external party.
• Days Of CallRecordings – This is a view-only option. If the option displays Select One, then the service respects the client level configuration.

Call Recording File Specifications

Standard call recording file type is the mp3 format, stereo sound with a 16-bit resolution.

The audio codec and coder used by LiveVox to generate the call recording mp3 files are the following:

• Bitrate: 32bit, 8Khz, 16kbps.
• Codec: Mpeg audio layer 1/2 mpga.
• Library: Lame mp3.

Call Recording Encryption

• Call recordings are encrypted using keys generated and managed by LiveVox before they are written to disk. This encryption process is completely transparent to clients.
• Master keys are created for each client and necessary permissions are provided using a key management console maintained by the LiveVox Technical Operations group. LiveVox uses AES 256 encryption.
• Additionally, clients can choose to provide their PGP key for LiveVox to utilize when delivering recordings. The client’s PGP key is used when a recording is downloaded from the platform (nightly zip call recording, or Call Recording report), and will be needed by the client to access the recording. LiveVox supports a 5000-character limit for PGP keys.

Screen Recording

LiveVox provides configurable Screen Recording for each Agent Desktop. When enabled, the system can capture all agent screen activities through the Agent Desktop Native application. Screen recording begins the moment an agent goes into the In Call state and ends when the agent selects a termination code or if the login session gets disconnected.

To verify that Screen Recording option is enabled for the portal, navigate to Configure > Client/Services > Client editor > Billing tab.

Figure 3: View-only Screen Recording option – Billing tab

• Screen Recording – This is a view-only option. If enabled, the view-only Days of Screen Recordings setting will be available under the client level Settings Configurable screen recording settings will be available under the General and Desktop Native tabs of Agent Desktop editor.

To view the client level Screen Recording Settings, navigate to Client > Settings tab:

Figure 4: Client editor - Settings tab

Screen Recording Settings:

• Days of Screen Recording– This is a view-only option which displays the number of days the screen recordings are hosted on the platform. The available options are: 3, 15, 30, 45, 60, 90, and 180.

To configure the screen recording controls, navigate to Agent Desktop > General tab:

Figure 5: Agent Desktop editor - General Tab

The Screen Recording Control options are accessible through the General tab only if screen recording is enabled by Client Services. When enabled, Screen Recording Control displays the following configurable options:

• Screen Recording Control Enabled - Allows agents to pause/resume or stop screen recording by using call control buttons.
• Screen Recording Control Percentage - Allows you to select the percentage of calls to be screen recorded.

To configure the Screen Recording options available in the Agent Desktop editor, navigate to the Agent Desktop > Desktop Native tab:

Figure 6: Agent Desktop editor - Desktop Native tab

The Screen Recording Options section is accessible through the Desktop Native tab only if screen recording is enabled internally. When enabled, Screen Recording display the following configurable options:

• Screen Recording Enabled – Entire agent screen is recorded. Multiple monitors are captured in the screen recording.
• Format – Screen recordings are processed in WebM format.
• Framerate (FPS) – Number of frames displayed per second for a video. Available options: 10, 20, and 30. The default setting is 30.
• Bitrate (kbps) – Number of bits that are conveyed per unit of time. Available options: 128, 256, 512, and 1024. The default setting is 128.
• Days of Screen Recordings – Number of days the screen recordings are hosted on LiveVox. Available options: 3, 15, 30, 45, 60, 90, and 180.

Call Recording Report

The Call Recording report is available to permitted users through the LiveVox Portal Review tab. Depending on access level, users can access the call recording report, download (as PDF, Excel, and CSV file), playback multimedia screen recordings (audio and video), and/or stream and download call recordings. Users can use the call recording report search tool to choose the parameters for generating the report. Once the report is generated, users can playback the call recording or download it in mp3 format as well as playback the screen recordings. A maximum of 10 accounts can be searched with a comma delimited string within a single search. A search range (i.e. the number of days which can be queried each time) of up to 730 days is available. Results are based on the configured Days of CallRecording duration set at the Client or Service level. LiveVox maintains access to recordings through the LiveVox Portal for up to 3653 days. However, the search criteria available past 730 days are only Service ID, Agent ID, and duration. By default, all times are in EST. Once recordings are deleted, they are inaccessible and cannot be restored.

For example, users have call recordings for last five years and today is 20 June, 2018. Then, users can select the start date as far back as 19 June,2013. If this date is selected, the end date cannot exceed 18 June, 2015. Users can generate the report for two years (2013-2015), two years (2015-2017), and one year (2017-2018) if they want to generate the report for last 5 years.

• In the Call Recording Report, individual call recordings are played back from the Audio Play column via an in-browser media player.
• The mp3 file can be downloaded via the Audio Download button.
• Users can playback multimedia screen recording by clicking on video icon under Multimedia column via an in-browser media

Sample Report:

Figure 7: Call Recording Report - results

Sample Report displaying the playback of screen recording with a waveform of audio recording through an in-browser media player from the Call Recording report:

Figure 8: Call Recording Report - Screen Recording Playback

Recording Events Report

The Recording Events Report provides the details of all access logs and changes of recording events. Users can use the Recording Events Report search tool to choose the parameters for generating the report. Once the report is generated, users can view the details of action taken by the user or agent interacting with the recording. This report is generated with a start and end time frame no greater than 90 days. Data can be generated from up to 730 days.

Figure 9: Recording Events Report - results

[1] If an agent disables call recording using call recording controls prior to transferring the call externally from LiveVox, the call is not recorded.