Mobile Phone Recording

A Verint Technical Brief

July 2010

Executive Summary
Financial institutions commonly record calls on fixed lines as part of their regulatory
requirements, and regulators are looking to extend this requirement to mobile phones. In the
UK, for example, the Financial Services Authority (FSA) is currently consulting on making this a
mandatory requirement to be introduced by the end of 2010. This paper presents an overview of
the process through which Verint software enables mobile phone recording.

About Verint Witness Actionable Solutions

Verint Witness Actionable Solutions is the leader in enterprise workforce optimization software and
services. Its solutions are designed to help organizations of all sizes capture customer intelligence,
uncover business trends, discover the root cause of employee and customer behavior, and optimize the
customer experience. From contact centers to remote office, branch and back-office operations, its
award-winning, next-generation Impact 360 Workforce Optimization suite is the industrys most unified
solution setfeaturing quality monitoring and recording, workforce management, customer interaction
analytics (speech analytics, data analytics and customer feedback surveys), desktop and process
analytics, performance management, eLearning and coaching. Impact 360 helps improve the entire
customer service delivery network, powering the right decisions to help ensure service excellence and
transform organizations into customer-centric enterprises.

Unauthorized use, duplication, or modification of this document in whole or in part without the written consent of Verint
Systems Inc. is strictly prohibited.
By providing this document, Verint Systems Inc. is not making any representations regarding the correctness or
completeness of its contents and reserves the right to alter this document at any time without notice.
Features listed in this document are subject to change. Please contact Verint for current product features and
specifications.
All marks referenced herein with the or TM symbol are registered trademarks or trademarks of Verint Systems Inc.
or its subsidiaries. All rights reserved. All other marks are trademarks of their respective owners.
2010 Verint Systems Inc. All rights reserved worldwide.

Introduction
Although call recording on mobile phones is still an emerging technology, one of the most commonly
deployed methods incorporates three components:

Handset applicationResides on a mobile phone and manages the routing of calls to and from
a telephony gateway server.

Gateway serverManages the routing of the calls from the PSTN to and from the handset.

Voice recorderCaptures the call. This document assumes use of the Verint Impact 360
Recording solution.

How the Solution Works

Conceptually, the process for recording calls from mobile phones is straightforward: The handset
application triggers the routing of inbound and outbound calls through a single telephony gateway,
allowing telephone lines to or from this gateway to be recorded.
The handset application can be configured to enable or disable the diversion of calls to the gateway, and
administrators can configure the application to create a white list that allows calls to personal numbers
to operate normally (i.e., not be routed to the gateway). The application can also send alerts if the
handset is tampered with to disable recording.
The gateway server uses two phone lines for each callone to the mobile phone, and a second to the
third-party caller, who can use any type of telephonemobile, fixed line, or other. Although the gateway
can be deployed at the customer premises or provided as a hosted service, the focus to date has been on
the customer premises solution, in which the call is captured by the Impact 360 recorder using a E1/T1
passive tap or SIP capture.
Recordings are typically tagged with called party and calling party numbers extracted from the
telephony protocols. Redundancy is provided by enabling the handset application to contact more than
one gateway. In the event that the handset application fails to connect to the primary gateway, it can
route calls to the backup.
Verint Witness Actionable Solutions is currently working with several partner organizations that offer the
technology for routing mobile phone calls to a gateway, where Verints Impact 360 Recording solution can
be used to capture the calls and associated information.

2010 Verint Systems Inc. All Rights Reserved Worldwide.

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Outgoing Calls
When a mobile phone is used to make an outbound call to a third-party number, the handset application
on the mobile phone routes the call via the mobile network and PSTN to the gateway server at the
customer premises. It also passes on the third partys telephone number to the gateway (see Figure 1
below).
The gateway then routes the call to the third party through the PSTN. The Impact 360 recorder passively
taps the phone line used to record the call. A white list allows calls to personal numbers to operate as
normal and avoid being routed to the gateway.

Figure 1. Routing Process for Outgoing Calls

2010 Verint Systems Inc. All Rights Reserved Worldwide.

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Incoming Calls
Like outbound calls, Incoming calls are routed through the gateway, although the setup is somewhat
different.
The third party will dial the mobile device as normal; however, the handset application will busy out the
phone line, and the call is diverted by the network provider to the gateway. When the gateway receives
the call, it will connect to the handset via the PSTN. The handset application will accept calls only from
the gateway. Figure 2 illustrates the process.

Figure 2. Routing Process for Incoming Calls

The handset application can be configured by an administrator with a white list, enabling calls from
personal numbers to avoid being recorded.

2010 Verint Systems Inc. All Rights Reserved Worldwide.

Page 3

About Impact 360 Recording

Impact 360 Recording is part of Impact 360, an enterprise workforce optimization suite from Verint
Witness Actionable Solutions. Impact 360 brings together quality monitoring and recording, workforce
management, customer interaction analytics (speech analytics, data analytics and customer feedback
surveys), desktop and process analytics, performance management, eLearning, and coaching into a
unified solution for analyzing customer interactions, improving workforce performance, and optimizing
service processes. With Impact 360, your contact center, branch offices, and back-office operations can
capture, share, and act on enterprise information, helping you make better decisions faster and benefit
from a single, coordinated source of support, service, and maintenance.

2010 Verint Systems Inc. All Rights Reserved Worldwide.

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