Best Practices in Unified Communications Recording with MS Teams
NICE Communication Compliance and Microsoft
19 March 2020
• Unified Communications and Microsoft Teams
• Best Practices in Compliance Recording
• Compliance Recording and Teams Demo
• Question and Answer
2
Today’s speakers
Steve Logan
Product Director
NICE Communications Compliance Line of Business
Anthony Blake
Product Marketing Manager
Microsoft [email protected]
Microsoft TeamsThe hub for teamwork in Microsoft 365
Anthony BlakeProduct Marketing Manager
Communicatethrough chat, meetings & calls
Collaboratewith deeply integrated Office 365 apps
Customize & extendwith 3rd party apps, processes, and devices
Work with confidenceenterprise level security, compliance,
and manageability
Microsoft Teamsis the hub for teamwork in Microsoft 365
Communicate through chat
Share information in an open and transparent way with threaded, persistent channel discussions
Manage private conversations with new secure private channels
Stay in sync with 1:1 or group chats
Communicate across geographies, languages, and organizations with guest access, federation, and translation
Add some fun to your conversations with gifs, memes, stickers & emojis
Available across mobile, desktop, browser, and a wide range of devices
Communicate across geographies, languages and organizations
Communicate through
meetings
Stay connected with an intelligent meeting solution using video, content sharing, digital whiteboard, notes and chat
Engage in all types of meetings—spontaneous, scheduled, external and large-scale live and on-demand events
Make meetings more effective by having meeting history and relevant content at your fingertips
Search through meeting content with cloud recordings and automatic transcription and translation
Join from a range of platforms and devices,including desktop, browser, mobile, and meeting room devices
Communicate from anywhere with an intelligent cloud meeting solution
Communicate through calling
Provide software, service and phone lines for each user with Microsoft Calling Plans
Keep your voice trunks and configure as needed with Microsoft Direct Routing
Leverage the latest key calling features such as Cloud Voicemail, improved delegation, Busy on Busy, updated Cloud Auto Attendant, Call Park, Group Call Pickup, and Shared Line Appearance
Future support coming soon for Location-Based Routing, Dynamic e-911, and Call Recording
Connect with anyone through Phone System, Calling Plans, or Direct Routing
15551234567
Collaborate with integrated Office 365
apps
Share and co-author Office documents from within Teams app
Reduce context switching with built in access to Office 365 apps—SharePoint, OneNote, Power BI, Planner, Flow and PowerApps
Search across people, files and chats to find what you need—leveraging intelligence from the Microsoft Graph
Keep the whole team in the loop with email integration and notifications
Quick access to the apps you love
Engage your people where they already are
Organization-based applications
Partner applications
Office 365applications
Readyto use
CustomApps
Vertical solutions
RetailHealthcare BankingManufacturing
Departmental tools Employee resources Support & info Processes & workflow
Manage information governance Retention policies
Discover and respond eDiscovery
Audit log
Manage information protectionData Loss Prevention
Managinginternal riskInformation barriers
Insider Risk Management
Regulatory complianceSupport for over 42 national, regional, and industry-specific
regulations includingISO 27018
SOC 1 and 2
HIPAA/HITECH
GDPR
GLBA
FedRAMP
What’s new?
Information barriers
for SPO files in Teams
Safe
Linkse-Discovery support
for threaded conversation
Audit log support
for messaging events
1 day
retention policies
Sensitivity labels
for Teams (Preview)
Work with confidence
Customer Momentum
Office 365 GroupsSingle team membership across
apps and services
Microsoft GraphSuite-wide intelligence connecting
people and content
Security and ComplianceCentralized policy management
Manage your time & communications
Capturing Microsoft Teams
19 March 2020
What Firms Need with UC Communication Compliance
15
Capture &
Archive
Prove
Hold
Share
Provision
Apply
Policy
PROVISIONAutomatically manage adds, moves
and changes
HOLDProtect interactions from
being deleted / changed
during investigation
CAPTURE & ARCHIVECapture all interactions under regulatory
scope and enable follow up searches and
future retention changes
APPLY POLICYApply regulatory policy retention rules and
mark operation for future auditing
PROVEUnderstand how many interactions are
expected, confirm the number
recorded, ratify which regulated user
created the content, ensure quality,
retention & stored successfully
SHAREExport interactions in a
standard format
During internal and
external investigations
What We Hear Customers Saying about UC
16
“Our regulated users are
asking to leverage video and
other modalities”
“We want to roll out the benefits of UC to
our regulated user pool, but can’t due to
limitations in technology and existing
regulatory requirements”
“I don’t want to support multiple
recording platforms for the different
channels of communication”
“Any new solution can’t impact
the user experience and
impact the benefits of having a
UC program”
“Our firm is continually being
asked to do more with less and
we need a solution for
UC recording”
Capturing Microsoft Teams
Fast
Secure
Advanced Features
Total recording
Easy to deploy
Enables recording of
all Teams users that
are configured for
recording
NICE trusted recording Bot
deployed on Azure Tenant
Secure Audio is relayed
to the NTR Recording
Servers
Recording is enriched with
metadata for fast and accurate
search and replay
Recording Notification
MS Teams Features Capture
18
Modalities
Media Call Scenarios
Chat Scenarios
Audio Call , Audio Video Call, Screen Share only (without audio),
Audio + Screen share, AV + Screen share, Chat
Call Forwarding, Transfer, Hold-Resume, Simulring, Call Group
(Group Call Pickup), Call Park, Call Mute, Delegate, Meet Now,
Scheduled Meeting, Call Me Feature, Auto Attendants (IVR Group),
Call Queue (Hunt Group)
One to one chat, Chat on Channel, Group message, emoji’s,
giphies, attachments, file sharing, reactions, whiteboard
NICE Recording Bot - Overview
19
SECURE
SILENT
RESILIENT
NICE Recording Bot keeps all
captured media within customer’s
Cloud Tenant securely.
Bot joins the call as silent participant
for recording
Silent participation ensures, bot
records what exactly heard by
recorded party and other participants
in the call
Call is recorded in cloud to ensure
best quality
Recording Bot is resilient and load
balanced to guarantee highest
possible uptime
Bot does not interfere in actual call
End to End Recording Flow
20
MS Teams
MCU
Blob Storage
Queue Storage
NTR
NICE
COMPASS
Satellite
Transcoding
Core
Metadata
Bot
Customer
Graph
Service
Azure
HTTP Messages
Media
Compliance
Office
Cloud or
On Prem
Cloud
Invite & Answer
(Recorded Party )
Resilience Configuration - 2N Recording
21
Bot
Servers
Clusters
Always on
Duplicated Compliance
recording Bot
Duplicated Recording Servers
Independent recording clusters
ensure 1 recording lane
operates if failure in other lane
No failover time
Managed
NICE COMPASS manages
both clusters,
de-duplicates etc.
TEAMS UC User Experience Example
22
NTR Search Window & Playback Experience
23
NICE Communication Recording
24
• Capture all communication modalities
required by regulations
• Industry leading compliance standards –
setting resilience, retention management and
certification standards
• Trusted by 90% of the largest financial
institutions
Key Features
• Unified capture of all current and future communication
modalities in the same platform
• Made to measure integrations designed specifically for
compliance recording
• All major compliance enterprise archive vendors
supported
• Cloud recording & archiving options – integrations with
cloud platformsDesk
Phone
Trading
Turret
Mobile
Phone
Unified
Communications
NICE Communication Assurance
25
• Prove all trade conversations
are captured and retained – Required by
MiFID II
• Automate costly, repetitive compliance,
investigation and system admin tasks
• Centralize and manage recording system and
users
Key Features
• Automated reconciliation*
• Automated recording check*
• Automated health check
• Advanced system monitoring and self-healing
• Automated reporting and alerts
• Bulk export and import APIs
• Automated configuration and lock
Automated Recording Checks
Centralized Reporting, Search and Provisioning
*Roadmap
Why NICE for Your UC Recording
26
Automated
Compliance
Assurance
Benefit from
COMPASS
assurance
capabilities for UC
based users
Complete Modality
Recording
Functionality
Record all types of
communications
(voice, video, chat,
etc.) using only one
recording platform
Limited Change
Required
Leverage your
existing NICE
recording estate and
quickly roll out to
regulated users
Gold Standard for
Recording
Leverage certified
integrations to
ensure TCO benefits
without introducing
new risk
One System for
Recording
One compliant Risk,
Compliance and
Regulatory strategy
with one centralized
management for all
users
NICE Compliance Recording for Unified Communications
27