Enterprise Call Recording - Enhanced Service

Service Description
Enterprise Call Recording (ECR) is a service for recording phone conversations on the Enterprise Voice system (EVS). Recordings can be made on a line 100% of the time or on-demand. Recording capabilities are established per phone line.

Customer Benefits
Recordings are useful for quality assurance, proving compliance, managing harassing phone calls and in court cases. Supervisors can review recordings to ensure proper handling and quality assurance. Auditors can review call recordings to see compliance with phone handling requirements. Calls from a single individual showing interactions over time can be retrieved with 100% call recording. Harassing phone calls can be recorded on a per case basis for law enforcement follow up.

Customer Responsibilities
To request this service, please submit this form or email ETS-workoder@wyo.gov.

The customer will need to select 100% call recording or on-demand call recording.

ETS Responsibilities
ETS will manage incident resolution services through the Technology Support Center by routing the incident to the appropriate technical staff to ensure response, tracking and resolution.

The service to provide the Enterprise Call Recording system will be maintained by ETS technical staff.

Service Level Objectives
The following criteria are the quality of service benchmarks established as the expected performance goals of this service.

Category  Evaluation Criteria   Target
Processing ECR requests will be completed within 15 business days, maximum, from the time complete information is received.  15 business days
Incident Responsiveness ECR incidents are responded to the same day and no longer than 24 hours.  24 hours

Service Rates

 Service      Cost  Unit
 Basic Service - ECR  $17.00  Per month, per phone line