Topics
- Solution options
- Impact on user experience
- Supported platforms
- Implementation
- Reliability
- Security
- Regulatory compliance
1. Solution options
What options do you offer to record mobile phones?
We offer two methods of capturing mobile communications: the Cloud SIM and Cloud Mobile call recording systems. Cloud Mobile is an Inline Mobile Recording™ solution that is network-agnostic. You don’t need to change your airtime provider or mobile number, and it works on any network in any country. It’s ideal for large organizations that want to install and manage recorded handsets remotely. Cloud SIM is an alternative option that works on a specific network. It will be released later in 2011.
Cloud Mobile and Cloud SIM are offered with three mobile phone call deployment options:
- Cloud Complete—all recording and storage is managed within the Compliant Cloud™ platform, a highly secure platform-as-a-service (PaaS) designed specifically for secure recorded telecoms services. Cloud Complete includes a premium storage option to use Autonomy’s Digital Safe—an ultra-secure private-cloud archive that is used by regulators and ten out of ten of the world’s largest banks.
- Cloud Enterprise—Telephony routing and recording is managed within the Compliant Cloud platform, but recordings are securely streamed to a location of the customer’s choice.
- Cloud On-Premise—Full, behind-the-firewall integration with private telephony and data storage infrastructure, with the option to use Compliant Cloud for event signalling and disaster recovery
How does mobile recording work?
Handsets fitted with Cloud Mobile or Cloud SIM route calls to either the Compliant Cloud platform (or to the customer’s datacenter in the case of on-premise implementations) where they are recorded and stored. The process ensures that calls are always recorded in real-time between the calling parties just like fixed-line recording. This is known as Inline Mobile Recording™ a process developed and patented by Compliant Phones.
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Are all calls and voicemails recorded?
Yes. However, administrators have the option to create user-specific white lists in order to exempt or block numbers.
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Can users keep mobile numbers and SIMs?
Yes. Cloud Mobile requires no change to mobile numbers or SIMs.
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Is voicemail captured?
Yes, outbound and inbound voicemail is captured.
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Can I call the Emergency Services?
Yes, calls to emergency services are not recorded and do not go via the Mobile Call Recording Platform.
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Can I suspend the recording of calls, for example, if I go on holiday with my phone?
Your administrator can de-activate your device remotely; this should be discussed with them to ensure it meets your company guidelines.
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How can I listen to my calls?
Access to your recordings is made through the Compliant Console. This is a role-based, authenticated service your company administrator will grant access if you need this facility.
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Can I download my calls?
Yes, if you have been given the permission to do so.
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In what format are the voice recording files presented?
Files are in flash format played directly from the console. Files can be downloaded in MP3 format.
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In what format are the SMS recorded files presented?
Files are in flash format played viewed directly from the console. Files can be downloaded in TXT format.
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Are the called and calling CLI’s shown on the call?
The mobile operates transparently and will pass the CLI’s as you would normally expect.
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2. User experience
Does the user need to instigate mobile call recording?
No. The system automatically records inbound and outbound calls, voicemails and text messages.
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Is there any significant delay when making a call?
No—two seconds at most. Inline Mobile Recording™ uses Fast Reach™, a patented IP signalling system minimizes call-connection latency. More>>
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And what about third parties calling the handset?
Incoming calls may take a few seconds longer to connect. However, the ability to record a company connection message removes any caller uncertainty.
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What user training is required?
None. Handsets are used as they would be normally. User configuration and access to voicemail mirrors standard handset functions. A quick-start guide is provided.
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How do I access my voicemail?
The solution uses a different mailbox to your normal operator; however access is transparent with the same short code access.
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Do I need to change my SIM?
No, you will not need to remove your SIM
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Can I keep my existing number?
Yes, our system is transparent and no changes are required.
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Do I need to change my operator?
No, you will still maintain your relationship with your operator.
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Can I use the service internationally?
Yes, you can use Cloud Mobile on any network or country, because it’s network agnostic. Cloud SIM relies on network controls to route the calls through the Compliant Cloud platform or the Compliant Enterprise Server if you elect to use a full on-premise deployment. These controls rely on the CAMEL protocol, which is not available on all networks.
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3. Supported platforms
What handset operating systems are supported?
Cloud Mobile recording supports standard business-grade smartphones, including Blackberry. Click here for a list of the models that are currently supported.
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4. Implementation
How easy is it to deploy?
Very. By using Cloud Complete, customers can be up and running in a matter of days. No additional hardware, software or telephony infrastructure is required. All customers need to do is load the handset application—which can be done remotely; Compliant Phones can then activate the application remotely.
There is no user disruption: handsets, mobile numbers and SIM cards are retained and the application can be installed remotely.
Cloud On-Premise enables Inline Mobile Recording™ to be integrated readily with existing voice-recording systems and telecoms infrastructure. Cloud Enterprise enables data to be streamed to a location of your choice while retaining the benefits of a cloud-based telephony and recording infrastructure.
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Must users give up their handsets to enable application installation?
No. Administrators can use their normal application management routines. For platforms that do not offer native central application administration, there are several third-party application management systems that can enable this.
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How are recordings retrieved?
For Cloud Complete, the fully-hosted service, recordings can be accessed using the Compliant Console secure web access. Our hybrid and on-premise options can be accessed either via your existing voice and data recording access points or using the Compliant Console.
Records can be searched by date, time, and third-party and user number. Records can also be tagged and comments added in order to aid search and investigation.
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How much additional administrative burden will the system create?
The system should have negligible impact on your existing systems administration. Also, because of the inherent reliability of Inline Mobile Recording™ and its ability to be remotely configured, and the ability to access all voice, voicemail and text messages from a single console, user support will be far less than other options.
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5. Reliability
How reliable and scalable is the system?
Inline Mobile Recording™ has been designed to enable enterprise-class reliability, availability and scalability. It has passed exhaustive product testing by Vodafone (“Gate 5″), who are using it to power the Vodafone Mobile Recording service for some of the world’s largest banks and corporates.
The hosted option uses a resilient scalable architecture. Onsite deployments can be implemented to suit specific architectural requirements including multi-server, multi-site failover.
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What will happen if the recording platform fails?
Inline Mobile Recording™ has been designed to provide high availability and resilience, making failures extremely rare. However, in the event that calls cannot be routed correctly, Inline Mobile Recording™ can be switched off remotely and handsets used normally until the problem is resolved.
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Is operation affected when a user is on a GSM network with no data connection available?
Recording is not affected. The only noticeable change will be that outbound calls take slightly longer to connect.
Will the system still record an outbound call if the user’s CLI (calling line identification) is not available to the Compliant Enterprise Server™?
Yes. Unlike other systems, Inline Mobile Recording™ does not rely on the CLI to identify the phone.
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6. Security
How secure are records?
Hosted servers are operated within established high-security data centers used by major banks. Records are accessed using secure, password-protected web access. Onsite deployments are implemented inline with customers’ existing security policies.
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How do I prevent someone using the SIM in another phone?
Fixed number dialing (FND) can be used to restrict the numbers that the SIM can dial to just the Compliant Enterprise Server. With this in place, the SIM will only work with the recording-enabled handset.
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Can the application be removed or disabled by the user?
Device management tools are available to secure the application if not provided with the handset platform.
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7. Regulatory compliance
Does it record all forms of mobile phone electronic messaging?
Compliant Phones has an ongoing development programme that covers all common forms of electronic communications, including IM, MMS, web-activity, video-call and encrypted-voice recording. Third-party applications can be integrated with the solution as required to record other popular electronic messaging applications such as BlackBerry Messenger, PIN-to-PIN and Bloomberg Messaging.
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If the system doesn’t record all forms of mobile electronic messaging does this mean it is non-compliant?
No. A robust compliance strategy will always rely on a combination of:
- Best-of-breed recording technology;
- Effective control systems to manage the deployment of handset applications and use of certain communication modes;
- Policies that ensure staff are made aware of—and held accountable for—what can and can’t be communicated over what channels.