FocusRecord
Total/Continuous Recording

FocusRecord™ provides your enterprise with a highly reliable server based recording solution. FocusRecord™ continuously records, archives, stores and provides high-speed access to thousands of hours of customer interactions. FocusRecord™ allows for multi-user access capabilities allowing playback of voice and screen sessions and real-time monitoring of any agent, by any number of supervisors. Simply stated, it records all transactions or conversations made by any agent or trader in the Contact Center.

FocusRecord™ is a non-proprietary, completely server based (Windows NT, 2000 and 2003) system and can support up to 192 individual channels or 8 T1s of recording on a single Voice Recording Server Module or more depending on requirements. Each FocusRecord server can optionally be fitted to perform as a single server recording platform supporting VoIP, analog, digital, and trunk side recording. As an added benefit FocusRecord™ also supports digital station taps with D-channel signaling support for unparallel integration to your existing system. FocusRecord™ provides you the ability for centralized archive recording using our intelligent mass storage module or other storage devices such as network storage, SAN, CD-ROM, DVD-RAM or Tape.

FocusRecord Highlights Include

Cacti Encryption PCI/DSS
Data Security Standard

PCI Data Security Standard
The PCI Data Security Standard (DSS) is a multifaceted security standard that includes requirements for security management, policies, procedures, network architecture, software design and other critical protective measures. When evaluating a new recording solution, organizations should not only consider how the product can help achieve PCI DSS compliance, but also whether the product itself is secure and addresses the various aspects of the Standard.

Secure Your Data
Cacti solutions offer multi-level security control of your recordings, suited to the requirements of your enterprise. Starting with a finely detailed list of user rights and privileges, system administrators can define the criteria for each user’s ability to access certain types of recordings, evaluations, agents, agent groups, etc. A separate secure, password based auditor application is required to review recordings, further preventing general personnel from accessing critical data. In addition to these security measures, Cacti solutions also offer both general Level One encryption (Basic) as well as Level Two 128-bit AES encryption to ensure that your recordings are safe from malicious intent. Data cannot be compromised, accessed, or retrieved without access to the system or the encryption keys, which are limited to certain system administrators.

Mask Sensitive Information
For contact centers that handle sensitive data, multiple options exist for masking those segments, both voice and screen, from being saved or viewed in the call recording. Cacti solutions can use various methods including custom software development, agent/user triggers, event or application triggers, and speech analytics to replace sensitive data with “white noise”. This not only provides enhanced PCI DSS compliance, but allows recordings to be used on a broader scale for training and other quality assurance purposes.

Ensure PCI-DSS Compliance
Our server-based solutions allow all storage of recordings to reside within your internal network, enabling compliance to company requirements for physical and network security. All system access events are logged within Cacti’s audit trail, which can be visible or hidden based on user permissions. All Cacti server software components are thoroughly tested for security and integrity in Cacti’s labs before deployment.

PCI Highlights Include