Recording Interactions SaaS considerations

Some Recording Interactions features have specific considerations in a SaaS environment.

Considerations are indicated for each feature, and recommendations on how to approach the feature implementation in the SaaS solution.

Feature	Consideration	Recommendations
Telephone playback	This feature is not available, as it is not tenant-aware.	Play back by multimedia-equipped computer only.
Session gathering between different data sources for the system feature, Cradle-to-grave	This feature is not available in a multi-tenant enabled environment.	To determine any possible workaround solutions, contact Services personnel.
Recording business rules	Tenants cannot configure business rules that define which calls are recorded.	The Service Provider configures recording business rules on behalf of the tenant. These rules do not apply to imported calls.
Import Export Manager (IEM) configuration	Tenants cannot manage or configure activities related to the Import Export Manager.	The Service Provider manages all IEM activities.
Import Export Manager (IEM) employee resolution	The only mode that is supported is: Resolve to Existing Employees Any other mode is not supported. The Service Provider is responsible for ensuring that Employees resolve to the correct tenants. If different tenants have the same Employee IDs, it is possible that the Import Manager will match the recording against the wrong tenant. This should be avoided by checking for this condition and ensuring the Employee named metadata is uniquely associated to a name in that tenant.	Service providers should verify that only Resolve to Existing Employees is selected in Integration Settings:, Employee Resolution Settings.
Access to Interactions Settings page to modify recording percentages	These settings allow each tenant to modify recording percentages.	If the system is not dimensioned for 100% audio and screen recording, the Service Provider should consider carefully whether to allow tenants to access the Interactions Settings page (both per user and per organization). The Service Provider should consider whether tenants should be allowed to modify recording percentages.
Archive storage on Amazon S3	Amazon S3 region handling depends on the type of S3 operation	Refer to "Amazon S3 region handling" in the Archive Administration Guide."