IM Archiving for Compliance

According the Sarbanes-Oxley Act, an instant message (IM) is considered a “correspondence” just the same as an email. Because of this, records of IMs must be stored for a period of no less than 3 years.

Basically, many organizations are legally obligated to archive their IM interactions for compliance purposes. Failure to do so can result in potential litigation. The rules do not state that an organization has to review or approve IM content. However, regardless of the content, the IM must be stored.

The ability to archive IM interactions is a welcomed addition to an already successful suite of collaboration solutions from ISI and Verint Verba Technologies. Specifically, archiving of IM interactions will ensure a company stays compliant with all federal mandates.

How does IM archiving work?

Archived IM conversations are displayed using the same interface as voice and video recordings. All of these interactions are archived together and IM sessions are searchable as rich text/HTML. This offers a timeline view of complex conversations where the session starts with IM and is escalated into a call. It is the only way to provide a comprehensive trail of interactions for compliance purposes.

Archiving IM interactions provides the following features for compliance regulation:

Unified Search

Since call, video, Telepresence, and IM conversations are housed in a central repository, users can retrieve archived IM interactions alongside other recordings. This provides a single search experience for accessing all records needed for compliance purposes.

Full Text Search

Search through millions of messages by user, client, or keyword. Drill down to an exact conversation, and access complete transcripts of conversations if needed.

Selective Recording

Decide who should be recorded and when. Compliance archiving can be precise to individual, enterprise, or departmental needs, or left as an ongoing solution. Conversations can also be archived from the view point of all participants, including one-on-one and conference chats.

IM Monitoring

Ensure IM users stay on task and are compliant with by monitoring their all interactions in real-time. Much like Silent Monitoring for calls, management can monitor ongoing IM interactions in real-time. This ensures users stay on task and are compliant. Management can also insert a compliance message at the beginning of all chat flows flows (e.g. this conversation is recorded for compliance reasons).

Resiliency / Compliance Stop

IM chat sessions seamlessly continue after network downtime. There are no blank spots in IM archives, and conversations can be prevented if archiving is not operational.

Trunk Analysis - SIP Bandwidth Management

The Need for a New Communications Architecture

Many enterprises are using traditional communications architectures – a wide variety of individual PBX’s and key systems connected individually to the PSTN by a combination of T1 and POTS. As time moves forward, many organizations are looking to move to a new architecture centered on SIP to take advantage of technology to yield reduced costs and increased capabilities.

SIP – New Challenges in Traffic Engineering

In the past, well worn methods of traffic engineering were used to plan voice networks. Calculations such as Erlang B and Erlang C ruled the day. Since T1’s were used, companies typically added circuits in blocks of 24. SIP changes all of this. The key metric of SIP traffic engineering is the number of concurrent calls needed. This not only equates to the way the service providers bill for PSTN SIP circuits, it relates directly to bandwidth required. To properly engineer the network at each phase of the deployment, you need to calculate the number of concurrent voice channels needed. These calculations must be made for both on-net and PSTN calling. Many companies simplify this by guessing. For example, if a location had four POTS lines, they simply assume they will need four SIP circuits from their service provider. This can be a costly mistake. It does not take into account:

  • How many actual concurrent calls are required at busy hour?
  • How much of the existing traffic on the PSTN lines will go over the WAN and become on-net traffic?
  • How much actual internet bandwidth will be required?

The only way to avoid costly mistakes is to use actual data from a company’s actual calling patterns. “Rules of Thumb” can be costly! Infortel® Select from ISI Telemanagement Solutions is the ideal tool to help you make these calculations.

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