Archive overview

Once a recorder has completed a recording, it stores it locally. The call storage drive, no matter how large, has some limit to its capacity. Therefore, the older calls that you want to keep need to be moved to long-term One to five words that are meaningful to a specific type of business, or phrases that stand out in interactions in Speech and Text Analytics. storage (archived). Archive transfers recorded content from recorders to storage media for long-term storage, legal compliance, or disaster recovery.

Archive can be used for Local or Central Archive.

The Local Archive functions pull and archive specified recordings from a single, local Recorder only. The Central Archive functions pull and archive recordings from Recorders across the enterprise.

Archived content

Each archived recording can contain binary data (WAV for audio and SCN or AVI for screen, if supported) and an energy file, where generated. Each recording is also archived with the XML file that was generated when the content was recorded. This XML file contains descriptive information about the recording from the integration.

How Archive stores data

Individually archived recordings are bundled into large TAR files for efficient storage. Each TAR file, by default, contains 100 MB of data, which is approximately 1.5 hours of all recorded media (audio, screen, video, text, attachments, or screen shares) and associated data (like energy files) when applicable. TAR files are written to media every hour (3600 seconds).

TAR files over 100 MB

For supported media, Archive creates larger TAR file sizes when individual recordings are over 100 MB in size. For example, a recording can exceed 100 MB if it contains video or screen (SCN). In such cases In Risk Management, use cases to group interactionss according to the needs of the enterprise. Interactions can reside in multiple cases simultaneously., and for supported media, the recording is stored in a single TAR file with an extended size to accommodate the recording. Such TAR files are not stored in memory but, instead, written to media as archiving occurs. The database is updated with the latest TAR file information after one hour or after the Archive service is restarted.

The maximum size of a TAR file on media supporting the extended size functionality is 3.99 GB. To learn which media device types support a TAR file over 100 MB, see the related topics section.

Replay of archived content

Archived recordings (central or local) can be replayed from any Archive Server that can access the media on which the recordings are stored.

Rearchiving content

Recordings with post-call updates do not always have the post-call updated xml files archived. The original content and xml files are guaranteed to be archived, the updates to the metadata are not.

Voice biometrics and Archive

The standard cases for using Archive to select calls include long-term storage, legal compliance, and disaster recovery. In addition to these standard cases, you can also archive calls related to voice biometrics.

The following types of voice biometrics calls are likely candidates for archiving:

Calls used for enrollment Process in the IAFD product where an employee, customer, or target is registered and the system is then able to assist with identity verification and watch list detection when that speaker is on a call.

Enrollment, the process of creating a voiceprint File containing a mathematical summary of the vocal patterns of a person’s voice used in the IAFD product to assist with identity verification and detection. model for a user (employee or customer), is based on recorded calls. The calls could have originated from a customer interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element. or the call could be the product of uploaded audio you have obtained from an external source.

The audio used for enrollment can be reused in the future, if necessary. Possible reasons for reuse include a major software upgrade, disaster recovery, or to review the audio if the voiceprint model is not yielding desired results. In these cases, you can recreate the voiceprint models. If you use Archive to store the audio, you have an easy way to retrieve and access the audio at any time.
Calls with high watch list List that contains one of more voiceprints of people who are of particular interest to an enterprise. detection Function of the IAFD product that compares a caller’s voice to one or more voiceprints in a watch list to detect if a target is participating in a call. probability

You can create watch lists with voiceprint models of people to detect on calls due to potential fraudulent activity Core component of both schedules and time records in Workforce Management (WFM). When an employee performs any kind of work, activities specify the scheduled work and capture employee adherence to their schedule.. In this case, use Archive to store the calls where the detection probability is judged to be relatively high. Your security team can use these archived calls for case management.