SAP Contact Centre - call Recording/GDPR compliance

[former_member597436]

Our deployment for SAP Contact centre uses a centralised pool of MRS servers based in our data centre in the UK. We have contact centres in many EU countries, that all signal to the central MRS servers. Call recording is not currently activated.
My question relates to call recording. If we activate server side call recording in a country that has specific local laws governing the storage of call recordings (customer data). We would be in breach of the local laws to store those recordings on our central MRS servers.
Can you confirm whether this approach is the correct solution for adding server side call recording:

- On the central MRS server add a specific Virtual unit/Module for each country which has a recording path to a local in country file share.

Will this approach work? How does an agent/phone call get associated with this Module so the recording is saved on the correct share ? Is this association built in the Location settings by adding the Recording MRS module for this country to the location MRS allocations ?

[former_member202106]

Hi Kevin,

You have quite big topic here and it's challenging to provide exact answers. Before I start please notice that what I'm saying here is not legal advice or any recommendation how to meet the GDPR.

Let me anyhow try to explain the recording concept. In general we recommend to place dedicated MRS & SIP Bridge components as close as possible to phone gateway. This naturally saves the network bandwidth, especially in cases where calls are recorded. The question remains how the local gateway is linked to local MRS? That is done in SC - System Management - Modules. From the list you should select an MRS module dedicated to that location and add local SIP Bridge to selected modules list. That way calls coming in from the gateway connected to the defined SIP Bridge is using services from the specific MRS.

The same basically applies also to the centralized scenario you mentioned in the question. Problem with the approach is that you need to transfer the voice from remote location to central because of recording and then back to the agent and this uses heavily your data line. Also system does move the actual recording file to local storage after the call. In total you would be moving the same content three times over the same data line. It's quite big difference compared to non-recorded scenario where only call signalling traffic is moving over the line.

If you wish I can connect you with CCtr partners who have done many similar setups and have the experience dealing with this kind of setups.

Best Regards,
Jukka