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Because TIM Enterprise (in conjunction with one or more Magic Boxes) 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 reconcilliation occurs automatically by TIM Enterprise, 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.
During obfuscation, it is necessary that a user or device sends at least two signals to TIM Enterprise. Together, these two signals allow TIM Enterprise to mask out the audio between the two points in time that each signal was received.
At the point in time during an agent's call when obfuscation is necessary - e.g. "Can I have your CVV number please?" is spoken by the agent, a signal is sent by the agent to TIM Enterprise, which records the event along with the exact time it was sent.
Similarly, when the sensitive part of the call has completed, a further signal is sent by the agent to TIM Enterprise, which records that event too.
A single telephone call can contain more than one obfuscation; the number of signals required is always exactly twice the amount of obfuscations in a call.
Assumptions
This guide assumes the following statements are true:-
- You have a licensed copy of TIM Enterprise that includes voice recording
- Your installation is at least version 3.0.0.55
- You have one or more Magic Boxes installed, each with their governing RTA Service
Common solutions
Taking the example of masking out some digits of a phone call when a credit card number is being quoted, most solution providers modify the data entry system that an agent uses.