BITFORCE-IT

For documentation purposes summaries of telephone orders and concluded contractsare recorded digitally.
These so-called voice files represent the signed contract, respectively the proof of order. After recording the voice files are no longer verifiable for customers, because in digital form they are only available for the supplier.

At this point the voiceFileServer offers support. It allows the customer to listen again to his personal recording (voice file) and to make sure the contract is correct.

Safety

The server complies with the safety regulations for the handling of personal data. This ensures

• that no unauthorized person can get access to the data.
• that without appropriate rights no relation between people and voice files can be produced.
• that no data in the system and the backup are kept uncoded.
• that all backups are encrypted daily.
• that all communication with the server can take place in encrypted form.

Multi-client ability

The voiceFileServer administrates and processes various clients, without compromising data security. That is, data of one client can not be associated with data of a second client. Accessibility between different client does not exist.

Process

A distributor takes an order by phone and stores a voice file. Then the voice file is sent enriched with customer data to the voiceFileServer. The voiceFileServer creates a customer record and sends back the access data consisting of ID and PIN code to the distributor. For sensitive information, such as bank account data, access is based on an additional security check. The customer gets his access data in writing. The customer calls the voiceFileServer and enters ID and PIN code.
Alternatively, safe access online is possible via a corresponding website. The voiceFileServer plays back the stored recording. Via a secure connection the customer care service can access the file server at any time and download or listen to voice recordings of a client.

Recording

Every action performed by a user on the server is logged, no matter which user group they belong to.

Realization

Below is listed how the described requirements and applications have been realized. Starting with the overall architecture and the dial plan up to the used technologies.
Following components and services were needed:

• The VoIP provider performs the transition between the landline network and VoIP. Received calls are routed via SIPs or IAX protocol on to the voiceFileServer.  
• CRM (Distributors) The distributor has a VPN connection to the voiceFileServer and can also perform the function of storing a new voice file.
• The admin client is a web application on the voiceFileServer that can be accessed via a VPN connection.
• The firewall controls the traffic allowed in order to ensure that no unauthorized persons get access to the voiceFileServer.
  
• The voiceFileServer receives calls and provides the administration application.