Pause & Resume Recording
The Office Voice Compact and Ultimate Call Recorders currently use the following methods to comply with Payment Card Industry Data Security Standards (PCI DSS); schemes designed to protect the security of credit, debit and cash card transactions. In essence, the part we concentrate on is providing a method for pausing and resuming voice recordings in order to prevent sensitive card details being recorded during telephone calls when a card transaction is taking place.
1. Manual Pause / Resume via DTMF Tone Detection
This requires the Office Voice Recorder user/agent to enter a string of digits (typically *#0 and *#1) to manually pause/resume the recording. This feature can be supplied free of charge with the recorder upon request. The outside party will hear these tones when dialed which can act as an assurance that recording has been paused.
2. Manual Pause / Resume via desktop application
This requires the Office Voice Recorder user/agent to click on a pause recording button and then a resume recording button using the Pause/Resume application which can be supplied free of charge with the recorder upon request. Alternatively the agent can right click on the icon in the system tray and select pause or resume.
3. Automatic Pause / Resume via Web Browser URL address recognition.
This is a small application that is installed on each user/agent PC which runs in the windows system tray. It monitors browser activity and waits for the payment site to display the card payment page. When this occurs the application pauses any active recording on the extension associated with the user/agent browser displaying the payment page. When the card payment page closes the recording will be restarted. Note this method needs the payment page to be a visible page within the browser with a unique URL address. If the payment window is opened within an i-frame (then it is not possible to detect open and close events – this is a Microsoft and industry security limitation considered as Cross-Frame Scripting which is not allowed).
4. SOAP Server.
The Office Voice Recorder has a SOAP server that runs on the recorder application server, the SOAP server can receive pause and restart requests in an XML format. For interface with a card payment system running on a LAN with ‘thick clients’ the XML commands can be sent from individual card payment clients to the Office Voice recorder SOAP server. Or from a card payment application server, it should be noted the extension ID of the agent/users telephone must be provided with the XML stop and restart of recording. For interface with a card payment system running on a ‘thin client’ network or a hosted service with browser sessions, then the card payment application server or hosted web service would need to be able to send pause and restart to the Office SOAP server, either from the hosted server or locally from any smart client or browser session.
5. Client Interaction on LAN ‘thick clients’.
We offer methods of interfacing directly with payment systems using the Office Voice recorder user/agent client PC running on an MS Windows LAN with ‘thick clients’. This is provided using a command line executable component on each user/agent PC, which has the capability of receiving stop and restart recording requests as command line switches. Note this needs each card payment client to be able to run an executable application with a ‘pause’ parameter when the card payment window is opened and with a ‘restart’ parameter when the card payment window or page is closed. Alternatively if the application payment window displays a unique window title then either the Windows title, handle or class can be used as a trigger to pause and resume audio voice recording.
Method 1. Comes as standard with the recorder (upon request)
Methods 2 to 4 are custom and depend on the capabilities of the payment application.
Method 4. Is the easiest to implement and therefore although still custom is generally less costly to implement.