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

Steve.logan@nice.com

Anthony Blake

Product Marketing Manager

Microsoft Anthony.Blake@Microsoft.com

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