mobile phone recording

8/9/2019 Mobile Phone Recording

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Mobile Phone Recording

A Verint Technical Brief July 2010


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Unauthorized use, duplication, or modification of this document in whole or in part without the written consent of VerintSystems Inc. is strictly prohibited.By providing this document, Verint Systems Inc. is not making any representations regarding the correctness orcompleteness of its contents and reserves the right to alter this document at any time without notice.Features listed in this document are subject to change. Please contact Verint for current product features andspecifications.

All marks referenced herein with the or TM symbol are registered trademarks or trademarks of Verint Systems Inc.or its subsidiaries. All rights reserved. All other marks are trademarks of their respective owners. 2010 Verint Systems Inc. All rights reserved worldwide.

Executive Summary

Financial institutions commonly record calls on fixed lines as part of their regulatoryrequirements, and regulators are looking to extend this requirement to mobile phones. In theUK, for example, the Financial Services Authority (FSA) is currently consulting on making this amandatory requirement to be introduced by the end of 2010. This paper presents an overview ofthe process through which Verint software enables mobile phone recording.

About Verint Witness Actionable SolutionsVerint Witness Actionable Solutions is the leader in enterprise workforce optimization software andservices. Its solutions are designed to help organizations of all sizes capture customer intelligence,uncover business trends, discover the root cause of employee and customer behavior, and optimize thecustomer experience. From contact centers to remote office, branch and back-office operations, itsaward-winning, next-generation Impact 360 Workforce Optimization suite is the industrys most unifiedsolution setfeaturing quality monitoring and recording, workforce management, customer interactionanalytics (speech analytics, data analytics and customer feedback surveys), desktop and processanalytics, performance management, eLearning and coaching. Impact 360 helps improve the entirecustomer service delivery network, powering the right decisions to help ensure service excellence andtransform organizations into customer-centric enterprises.


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2010 Verint Systems Inc. All Rights Reserved Worldwide.

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Introduction Although call recording on mobile phones is still an emerging technology, one of the most commonlydeployed methods incorporates three components:

Handset application Resides on a mobile phone and manages the routing of calls to and froma telephony gateway server.

Gateway server Manages the routing of the calls from the PSTN to and from the handset.

Voice recorder Captures the call. This document assumes use of the Verint Impact 360Recording solution.

How the Solution WorksConceptually, the process for recording calls from mobile phones is straightforward: The handsetapplication triggers the routing of inbound and outbound calls through a single telephony gateway,allowing telephone lines to or from this gateway to be recorded.

The handset application can be configured to enable or disable the diversion of calls to the gateway, andadministrators can configure the application to create a white list that allows calls to personal numbersto operate normally (i.e., not be routed to the gateway). The application can also send alerts if thehandset is tampered with to disable recording.

The gateway server uses two phone lines for each callone to the mobile phone, and a second to thethird-party caller, who can use any type of telephonemobile, fixed line, or other. Although the gatewaycan be deployed at the customer premises or provided as a hosted service, the focus to date has been onthe customer premises solution, in which the call is captured by the Impact 360 recorder using a E1/T1passive tap or SIP capture.

Recordings are typically tagged with called party and calling party numbers extracted from thetelephony protocols. Redundancy is provided by enabling the handset application to contact more thanone gateway. In the event that the handset application fails to connect to the primary gateway, it canroute calls to the backup.

Verint Witness Actionable Solutions is currently working with several partner organizations that offer thetechnology for routing mobile phone calls to a gateway, where Verints Impact 360 Recording solution canbe used to capture the calls and associated information.


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Outgoing CallsWhen a mobile phone is used to make an outbound call to a third-party number, the handset applicationon the mobile phone routes the call via the mobile network and PSTN to the gateway server at thecustomer premises. It also passes on the third partys telephone number to the gateway (see Figure 1below).

The gateway then routes the call to the third party through the PSTN. The Impact 360 recorder passivelytaps the phone line used to record the call. A white list allows calls to personal numbers to operate asnormal and avoid being routed to the gateway.

Figure 1. Routing Process for Outgoing Calls


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Incoming CallsLike outbound calls, Incoming calls are routed through the gateway, although the setup is somewhatdifferent.

The third party will dial the mobile device as normal; however, the handset application will busy out thephone line, and the call is diverted by the network provider to the gateway. When the gateway receivesthe call, it will connect to the handset via the PSTN. The handset application will accept calls only fromthe gateway. Figure 2 illustrates the process.

Figure 2. Routing Process for Incoming Calls

The handset application can be configured by an administrator with a white list, enabling calls frompersonal numbers to avoid being recorded.


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About Impact 360 RecordingImpact 360 Recording is part of Impact 360, an enterprise workforce optimization suite from VerintWitness Actionable Solutions. Impact 360 brings together quality monitoring and recording, workforcemanagement, customer interaction analytics (speech analytics, data analytics and customer feedbacksurveys), desktop and process analytics, performance management, eLearning, and coaching into aunified solution for analyzing customer interactions, improving workforce performance, and optimizingservice processes. With Impact 360, your contact center, branch offices, and back-office operations cancapture, share, and act on enterprise information, helping you make better decisions faster and benefitfrom a single, coordinated source of support, service, and maintenance.

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