Recordings configuration properties

Evaluate recorder decision

Capture Verification uses the Recording mode configured for users and extensions in Workforce Engagement to determine if a call is expected to be recorded or not. If Capture Verification cannot identify the Recording mode, it uses the value set by the Default recording expectation configuration instead. When Evaluate recorder decision is selected, other Recorder configurations, such as call state and recording changes from the Capture Notifications API are also analyzed to produce more accurate compliance results.

Call state and recording changes from the Capture Notifications API are not cached. If Capture Verification loses connection to the API, it cannot process changes that occurred during the outage, and uses the Recording mode or Default recording expectation to create compliance results for the impacted calls.

If the recorder decision and the recording mode or default recording expectation are different for a call or recording segment, Capture Verification uses the recorder decision to verify compliance and adds a note to the segment specifying the difference between the values.

To use the recorder decision in compliance results, the 2022R1 - Enhanced Recording Expectation for Automated Verification feature license needs to be enabled. The feature is only available for Phone type data sources with Cisco Unified Call Manager or Avaya Communication Manager/Definity switch/sub-type.

Unconfigured user recording expectation

If a user or extension on a call is not configured in Workforce Engagement (WFE), Capture Verification uses a default recording expectation to determine if the call should have been recorded, and to assign any resulting issues.

If the parameter is set to Record, Capture Verification attempts to match all CDR segments it collects from the switch data source.

The default value depends on the data source type:

Phone type: Do not record
Trader type: Record
Application type: Do not record

Verification Confirmation

Verification Confirmation allows you to set criteria that recordings must meet before Capture Verification confirms verification success to Zoom storage.

When Zoom receives the notifications of verification success, it applies the retention period configured in Zoom on the archive recording files, ensuring that these files are not kept indefinitely.

Only available for Zoom Phone and Zoom Meetings data sources with Verint Financial Compliance (VFC) Capture.

Connection configuration properties

Property	Description	Default
Enable	If selected, the Verification Confirmation feature is enabled, and the required settings can be configured.	Cleared
Account ID	Unique Zoom identifier for the account. This parameter is not editable, as it is automatically set to the value configured for the Collectors of the data source.
Hostname	Fully Qualified Domain Name (FQDN) for the data source host. This parameter is not editable, as it is automatically set to the value configured for the Collectors of the data source.
Port	Port number the Collector uses to connect to the data source host. This parameter is not editable, as it is automatically set to the value configured for the Collectors of the data source.
Client ID	Unique Zoom client identifier. The Client ID and Client secret must be unique, and they must not be used by the recorder product, other Collectors or Verification Confirmation services.
Client secret	Unique Zoom client secret. The Client ID and Client secret must be unique, and they must not be used by the recorder product, other Collectors or Verification Confirmation services.
Use proxy server for API connection	Shows if Capture Verification connects to the switch data source API through a proxy server. This parameter is cannot be edited, as the Verification Confirmation feature uses the proxy configuration settings configured for the corresponding Collector.
Delete remnant files	If selected, the retention configuration is applied to all files associated with recordings stored in Zoom, not just the archive files of individual call participants.	Cleared

Timing

Property	Description	Default
Requirement validation delay	Time delay before recording segments can be checked if they meet the requirements.	24 (24 hours)
Confirmation send delay	Time delay before Zoom storage is notified that recording segments meet the requirements.	7 (7 days)
Polling interval	Time interval specifying how often the service notifies Zoom of a new batch of verified recording segments.	5 (5 minutes)

Property

Description

Default

Requirement validation delay

Time delay before recording segments can be checked if they meet the requirements.

24

(24 hours)

Confirmation send delay

Time delay before Zoom storage is notified that recording segments meet the requirements.

7

(7 days)

Polling interval

Time interval specifying how often the service notifies Zoom of a new batch of verified recording segments.

5

(5 minutes)

Confirmation Requirements

Property	Description	Default
Recorded to policy	Compulsory requirement which specifies that only calls which were recorded or not recorded as required by policy are considered for verification success. The calls that do not meet this requirement have one of the following issues: Not recorded Recorded in error, CDR found Recorded in error, CDR not found Recorded in error, partial call
Minimum voice quality	Determines what minimum voice quality score is a requirement for verification success. Selecting Not required excludes the Minimum voice quality requirement, and recordings without voice quality scores are also verified. Options: Good Fair Poor Not required	Good
Archived	Indicates if a recording being archived is a requirement for verification success. Options: Required Not required	Required
Transcribed	Indicates if a recording being transcribed is a requirement for verification success. Options: Required Not required	Required
Screen recorded	Indicates if a recording being screen recorded is a requirement for verification success. For Zoom Meetings data sources, select Not Required. Options: Required Not required	Required