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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.
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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.
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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
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