MiaRec call recording and quality management solutions for Skype for Business enable organizations adopting the UC platform from Microsoft to securely and effortlessly record business interactions for compliance and quality control purposes.

MiaRec's flexible architecture allows deployment in any business environment, from small contact centers to global enterprises with multiple locations and complex networks. MiaRec supports centralized call recording across multiple locations and delivers industry-leading performance. It can record 1,000 calls concurrently on a single server, and multiple servers can be deployed for greater capacity.

MiaRec’s integration with Skype for Business and Lync products provides Skype for Business users with reliable, advanced, feature-reach contact center solutions, helping customers maximize their ROI in the Microsoft UC infrastructure.

TOP FEATURES:

Skype for Business 2015Microsoft Lync 2013

SUPPORTED INTEGRATIONS:

SKYPE FOR BUSINESS CALL RECORDING

Windows Server 2008/2012 (32 or 64 bit) operating system or Red Hat / Centos (64-bit) 1,000 concurrent calls per server - additional servers can be deployed if higher capacity is required145,000 hours per 1 TB disk space

MIAREC SERVER REQUIREMENTS:

Centralized web-based access and administrationAuthorized users can quickly and easily access call data via MiaRec web-based interface across any number of locations

Enhanced search capabilitiesCall recordings can be searched and filtered based on many call parameters, such as agent’s name, extension, customer’s phone number, date/time, etc.

Multiple recording modesAutomatic 100% call recording, selective, and on-demand call recording options

Advanced securityRole-based permissions, rock-solid encryption, file watermarking, and audit log ensure compliance with the highest security standards

Compliance-readyPause/resume functionality and advanced security features for PCI and HIPAA compliance

Live MonitoringMonitor employees’ calls in real time to guide and support agents to deliver optimum customer service

Agent EvaluationMonitor and evaluate agent performance using built-in customizable scorecards

Comprehensive reportingGenerate statistics for calls, days, groups, users, and agents’ performance with MiaRec’s comprehensive reporting features

MiaRec, Inc. www.miarec.com(866) 324-6717

SKYPE FOR BUSINESS CALL RECORDING

MiaRec, Inc.333 W Santa Clara St, Suite 803San Jose, CA 95113

www.miarec.com(866) 324-6717

NETWORK ARCHITECTURE

Back-to-Back User Agent (B2BUA) based recording

Calls are automatically routed through MiaRec SIP B2BUA, which has access to both SIP signaling and SRTP media streams. MiaRec B2BUA works in conjunction with MiaRec recorder engine to capture conversations and store on disk.

MiaRec provides call recording capability utilizing the following components:

MiaRec supports multiple recording methods for Skype for Business. This gives customers the ability to choose the best call recording technology to fully meet their business and technical requirements.

MiaRec MSPL application, which is deployed on Front End server

MiaRec SIP Back-to-Back User Agent (B2BUA) application, which is integrated into media path of user calls

Centralized recording architecture - users from remote networks are recorded as well

No user interaction required. Recording is performed in fully automatic mode

Any call scenario is recorded, including internal calls between Skype users

No conferencing services necessary, no additional resources needed

Port mirroring-based recordingWith this recording method MiaRec passively captures voice traffic from a network. A network switch with port mirroring feature is involved in this process, which sends a copy of every network packet to MiaRec recording server.

MiaRec deploys MSPL application on each of Front End servers. This application is necessary because Skype for Business encrypts signaling and media packets with SIP/TLS and SRTP.

The MiaRec MSPL application passes call metadata and SRTP decryption keys to MiaRec recorder via secure encrypted channel.

How it works:

Benefits:

Benefits:

Unobtrusive recording method - the recorder is not in a media path

No conferencing services necessary

Skype for Business Front End pool MiaRec

B2BUA + recorder

Skype for Business users

Legend

SIP traffic

RTP/SRTP traffic (audio)

MiaRecMSPL app

PSTN/SIP network

Skype for Business Front End pool

MiaRec recorder

Skype for Business user

MiaRecMSPL app

Skype for BusinessMediation Pool

Network switch with port mirroring

Legend

SIP traffic (signaling)

SRTP traffic (media)

SRTP decrypt keys

Mirrored SRTP traffic