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Microsoft Lync call recording


Live-PA's call recording solution for Microsoft Lync Server® 2010

 
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Live-PA has two main elements; recording of audio streams from Microsoft Lync Server 2010 to managed storage and a portal for management of call recordings.

As a fully Microsoft integrated product it represents a best-of-breed solution to satisfy all Lync call recording, scheduling and compliance needs. It is available in both on-premise and Software-as-a-Service (SaaS) options. Both versions are available as a value-add service with a recurring monthly licence fee.

Live-PA's Lync Call Recording is the first in a series of applications that plug into Microsoft Lync Server 2010 to improve business processes and reduce costs.

Live-PA users are assigned one of two Lync call recording methods;
Permanent - the administrator can enable all calls to and from a user to be recorded
On demand - the user can control the recording from Outlook or a "bot" can be dragged into a Lync audio call

To record all calls for a particular user the administrator simply logs into the secure administration portal and enables recording. A user, if enabled, can initiate, halt and restart recordings from within an Outlook toolbar. Another way for the user to initiate call recording is to use Live-PA Manager from Lync. From your client Live-PA adds a buddy to your contact list that manages your Lync call recordings to provide true on demand call recording. Live-PA Manager is a contact that you can drag into any Lync conversation or conference. The Live-PA Manager recruits an available Live-PA Assistant to record the call. The user can interact with the Assistant using Lync Instant Messaging (IM) and set tags, bookmarks and actions during the call.

The user pages display the recent calls, a series of filters and a tag cloud to search for tagged recordings. Selected recording can be played back from the web pages and bookmarks can be used to take play back to specific points in the recording.

Calls can be searched for, played back and additional comments can be added. Recordings can be stored within a service provider's data centre or within an enterprise's storage facility. Live-PA imposes no restriction on call recordings in terms of length or total storage volumes and is engineered to expand as your demands increase.

Compliance

Ways in which Live-PA Microsoft Lync call recording is compliant:
Calls to and from users of Microsoft Lync Server 2010 can be recorded and stored in an encrypted and tamper-proof format
The Voice Server in Lync can be configured to inform inbound callers that calls may be recorded
Retrieval of calls is via secure login to a SharePoint® portal via Microsoft Outlook® or a web browser
SharePoint provides an audit trail of access to the recordings
There is a capability of opting out of some call recordings
Restrictions on forwarding call recordings are achieved using SharePoint. A link with a permission to play back a limited number of times can be sent via email and SharePoint will maintain an audit trail
Technical Elements of Live-PA for Microsoft Lync call recording

Live-PA's Lync call recording is made up of a number of servers. These servers intercept the audio streams of Lync calls, forwarding a copy to be encrypted and stored securely. These recordings can then be retrieved by authorised users using our browser-based portal.

Unlike other Microsoft Lync call recording systems, Live-PA integrates directly with the Lync server components - not with the endpoints. This means that Live-PA is not restricted by endpoint type and ensures complete consistency of all recordings. This is done by intercepting the call and sending a copy of the audio through a series of sophisticated components.

A Live-PA component called the Redirector is installed onto the Front End Server. Another component, the Edge Node, is installed on the Edge Server. The purpose of both of these components is to ensure that a copy of the audio streams is sent to a third component called the duplicator. The decision to redirect a call is based upon data received from the Live-PA portal which indicates the recording status of the participants.

The Duplicator, as its name implies, creates a duplicate audio stream and sends the original stream onto is original destination. The speed of this operation means that the receiving endpoint is unaware that the audio has been re-routed.

The duplicated stream is then sent to the Decryptor which decrypts the audio streams before mixing together the multiple streams of a conversation as single file. This is then passed to the Transcoder to compress into WMA and encrypt, before storing with any associated meta-data in the Live-PA Portal.

Other components provide functionality to interact with the system during a call, allowing for on-demand users to initiate a recording or add tags, bookmarks or actions. These are then stored against the recording.
 
 
   Live-PA Lync call recording architecture

Download our architecture process diagrams on how Live-PA integrates with Microsoft Lync.

 
 
Call Recording Solutions for Microsoft Lync and BroadSoft BroadWorks by Live-PA | Email: enquiries@live-pa.com
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