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Throughout this guide, we will adopt the PCI-DSS example above, where telephone calls that contain credit card information need to be masked out, but only during those parts of the call when the card details are being entered, leaving intact the rest of the call audio.
In this scenario, we'll assume that agents (employees that make or receive telephone calls) utilise a website into which credit card detailed are entered using a computer.
How it works
TIM Plus or TIM Enterprise in conjunction with our Echo Recording software records the call audio at strategic boundaries in your telecom infrastructure - usually your organisation's telephone lines, rather than each user's telephone handset - some reconciliation is normally required between those boundaries and the actual agent that handled the call.
By default, this reconciliation occurs automatically in TIM, which is how the agent-centric calls that you see in call reports are able to be associated (matched) with each call, as seen from the point of view of a telephone line which delivers calls to many agents.
Our call obfuscation tool allows you to mask out sensitive parts of phone calls. For use with Echo call recording systems.