Chal. C. Cole 5/1/2013. errors and inaccuracies. technical. Donoma Softwaree. U.S. and. trademarks of. names of others.

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Table

of

Introduction ... 1 The Expectations ... 2 The Challenge ... 2 The Costs ... 3 Preservation ... 3 Conclusion ... 4 Solution ... 5 Learn More ... 5 Appendix A: Use Cases ... 6 Electronic Record Retention for Compliance ... 6 Customer Service ... 6 Legal Hold Requirements ... 7 Voice System Administration ... 9 Personnel Issues ... 9

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(8)

Whitepaper:

The

Challenges

of

Voicemail

Archiving

for

e

‐

Discovery

&

Retention

66

Appendix

A:

Use

Cases

Electronic

Record

Retention

for

Compliance

Issue/Objective: The need to ensure that voicemail records are being archived according to the same electronic record retention policies being applied to other electronic records in the organization.

Organizations: Any regulated industry with electronic record retention compliance requirements. Typically this might include: Financial, Healthcare, Energy, Utilities, Government, and certain Academic and Commercial organizations.

Key Personnel: Risk Managers, Legal, Operations.

Application: Message Vault is installed in the client’s data center and connects to their Cisco Unity Connection voice system. The employees are sorted into retention policy groups that are administered via the Class of Service. Each policy group is activated and voicemails are captured and archived upon their arrival. End users may delete the voicemail from their account, but a copy of the voicemail along with critical information such as date stamp, disposition and Called ID are also recorded. The system continues to archive messages for the length of the established retention policy set for each group of user.

In the event that a message needs to be found, the system administrator can search for messages via a streamlined web interface to their Message Vault system. Records may be searched via a number of criteria including date, time, extension, called ID and any tags applied to a message. The system returns a list of the messages meeting the search criteria. From there, those messages may be restored back to the system (if the user accidentally deleted them and would like them restored), or they may be securely emailed or downloaded to media. A record of all such activities is preserved in the system’s audit trail and levels of administrative security ensure the ability for different personnel to interact with the messages with appropriate rights.

Outcome: Voicemail records are securely archived according to established policies contained with a single system. Because it does not rely on unified messaging for its archival method, there is no opportunity for the voice record to be considered “at risk” for manipulation.

Customer

Service

Issue/Objective: The need to check allegations of customer service issues/complaints with mismanaged communications.

Organizations: Any organization.

Key Personnel: Line of Business Managers, Call Center Managers, Sales Managers, Operations.

Application: Message Vault is installed in the client’s data center and connects to their Cisco Unity Connection voice system. The employees are sorted into retention policy groups that are administered via the Class of

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Whitepaper:

The

Challenges

of

Voicemail

Archiving

for

e

‐

Discovery

&

Retention

© Donoma Software 2013 77 Service. Each policy group is activated and voicemails are captured and archived upon their arrival. End users may delete the voicemail from their account, but a copy of the voicemail along with critical information such as date stamp, disposition and Called ID are also recorded. The system continues to archive messages for the length of the established retention policy set for each group of user.

In the event that an organization needs to track down an alleged message (for example, a customer who complains they left specific instructions, a citizen filing a complaint with the Police Department, an architect confirming instructions to a Project Manager) Message Vault may be used to locate messages and ascertain if the message was indeed left, its contents, when it was reviewed, and by whom.

The system administrator searches for messages via a streamlined web interface to their Message Vault system. Records may be searched via a number of criteria including date, time, extension, called ID and any tags applied to a message. The system returns a list of the messages meeting the search criteria. A record of all such activities is preserved in the system’s audit trail and levels of administrative security ensure the ability for different personnel to interact with the messages with appropriate rights.

Outcome: Voicemail messages may be quickly found to address customer service complaints and allegations for faster resolution of issues based on fact.

Legal

Hold

Requirements

Issue/Objective: The need to ensure that voicemail records are being archived and accessible to comply with a Legal Hold.

Key Personnel: Legal.

Application: Message Vault is installed in the client’s data center and connects to their Cisco Unity Connection voice system. The employees identified for legal hold are sorted into retention policy groups that are administered via the Class of Service. Each policy group is activated and voicemails are captured and archived upon their arrival. End users may delete the voicemail from their account, but a copy of the voicemail along with critical information such as date stamp, disposition and Called ID are also recorded. The system continues to archive messages for the length of the established retention policy set for each group of user.

Records may be searched via a number of criteria including date, time, extension, called ID and any tags applied to a message. The system returns a list of the messages meeting the search criteria. When requested, the records may be securely emailed or downloaded to media. A record of all such activities is preserved in the system’s audit trail and levels of administrative security ensure the ability for different personnel to interact with the messages with appropriate rights.

Outcome: Voicemail records are accurately retained and available to comply with legal holds within a single system. Because it does not rely on unified messaging for its archival method, there is no opportunity for the voice record to be considered “at risk” for manipulation.

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Whitepaper:

The

Challenges

of

Voicemail

Archiving

for

e

‐

Discovery

&

Retention

88

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Whitepaper:

The

Challenges

of

Voicemail

Archiving

for

e

‐

Discovery

&

Retention

99

Voice

System

Administration

Issue/Objective: The need for streamlined administration tools for IT to administer voice record search, retrieval & restoration.

Key Personnel: IT Voice System Administrators.

Application: Message Vault is installed in the client’s data center and connects to their Cisco Unity Connection voice system. The employees are sorted into retention policy groups that are administered via the Class of Service. Each policy group is activated and voicemails are captured and archived upon their arrival. End users may delete the voicemail from their account, but a copy of the voicemail along with critical information such as date stamp, disposition and Called ID are also recorded. The system continues to archive messages for the length of the established retention policy set for each group of user.

Currently if an administrator is asked to find and restore a voice message, there are few tools for them to use. They could try re‐loading the backup of their voice system, but this only works if the message existed at the time of the backup. Because a backup is a snapshot in time and typically happens after work hours, this often can be a problem as the message may not have yet been captured. If the message appears likely to have been captured, the administrator must re‐load the entire message database from the backup – they cannot pick through and restore messages like they can in Message Vault. This is time consuming and often futile.

With Message Vault in place, in the event that a message needs to be found, the system administrator can search for messages via a streamlined web interface to their Message Vault system. Records may be searched via a number of criteria including date, time, extension, called ID and any tags applied to a message. The system returns a list of the messages meeting the search criteria. From there, those messages may be restored back to the system (if the user accidentally deleted them and would like them restored), or they may be securely emailed or downloaded to media. A record of all such activities is preserved in the system’s audit trail and levels of administrative security ensure the ability for different personnel to interact with the messages with appropriate rights.

Outcome: Voicemail records are captured at time of arrival and administrators can quickly find and restore (or download) the requested messages providing a very helpful voice system administration tool.

Personnel

Issues

Issue/Objective: The need to identify and retrieve voicemail records pertaining to internal employee issues such as harassment, performance, etc.

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Whitepaper:

The

Challenges

of

Voicemail

Archiving

for

e

‐

Discovery

&

Retention

1010

Application: In the event of an internal personnel claim or issue that can be substantiated by voicemail messages, Message Vault can provide not only the ability to search for messages related to the issue, but can find additional messages that are in response if the issue is between two or more people.

Message Vault is installed in the client’s data center and connects to their Cisco Unity Connection voice system. The employees are sorted into retention policy groups that are administered via the Class of Service. Each policy group is activated and voicemails are captured and archived upon their arrival. End users may delete the voicemail from their account, but a copy of the voicemail along with critical information such as date stamp, disposition and Called ID are also recorded. The system continues to archive messages for the length of the established retention policy set for each group of user.

In the event that a message needs to be found, the system administrator can search for messages via a streamlined web interface to their Message Vault system. Records may be searched via a number of criteria including date, time, extension, called ID and any tags applied to a message. The system returns a list of the messages meeting the search criteria. From there, those messages may be restored back to the system (if the user accidentally deleted them and would like them restored), or they may be securely emailed or downloaded to media. A record of all such activities is preserved in the system’s audit trail and levels of administrative security ensure the ability for different personnel to interact with the messages with appropriate rights.

Outcome: Voicemail records are quickly available to help clarify the issue or claim, and they may be tagged for future use related to the particular claim, case or issue.

Chal. C. Cole 5/1/2013. errors and inaccuracies. technical. Donoma Softwaree. U.S. and. trademarks of. names of others.

C

The

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Table

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Whitepaper:

Introduct

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The

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