Deduplicate Recordings policy

The deduplication policy allows correlating 2N/dual-stream recordings and keeping the better quality record and optionally, deleting the other copy. To determine which copy/instance is better, either the voice quality check results (if available) or the number of RTP packets processed counter is used. The correlation of the records is based on the telephony platform call ID (which can be ambiguous) and the start - end time of the record.

Supported integrations:

  • Skype for Business voice/video/screen share recording
  • Network port mirroring based SIP/SCCP based voice/video recording
  • Cisco proxy-based voice/video recording
  • BT IPTrade recording
  • Speakerbus recording
  • IPC Unigy recording
  • Avaya DMCC (multiple registration) based voice recording
  • BT ITS recording
  • Microsoft Teams voice/video/screen share recording

Deduplication removes the worse copy by default, but no copies are removed if either the Keep the Worse Copy Too option is selected, or one of the following ambiguous situations occur:

  • The clock of the Recording Servers are out of sync, the start time of the two records differ more than 5 seconds.
  • The length of recorded media files differs for more than 3 seconds.
  • The RTP packet counters differ more than 200 RTP packets.
  • There is a mid-call failover at one of the recorders. This scenario leads to violating the first 3 requirements for the ongoing records involved in the failover.
  • For trading turret integrations, when one recorder starts later than the other leading to starting the recording of the ongoing calls later than the other. This scenario leads to violating the first 3 requirements for those records.

As of Verba the deduplication policy will skip and never process again 2N records when the records are under legal hold and/or retention. The only exception is the case when the primary record should be kept and the primary record has legal hold and/or retention, the secondary record should be deleted and the secondary record does not have legal hold or retention applied.

If you want to execute a deduplication policy on a skipped record (due to legal hold and/or retention) you need to configure a new deduplication policy to do so.

The deduplication policy does not support custom metadata or markers added by users. It means that if this information is added to the copy (primary, secondary) which will not be kept, the data will be lost.

As of Verba custom metadata, markers and labels will be kept, the data will not be lost. (When the primary record is to be deleted and the secondary record is to be promoted to primary the data will be copied over and kept)

The clock of the Recording Servers must be synchronized, a maximum of 5 seconds drift is allowed for 2N correlation.

If the record is under retention (e.g. on WORM storage), the policy will skip the deduplication for the record.

To create a Deduplication Policy, follow the steps below:

Step 1 - Follow the generic policy creation steps described on the following page: Data management policies

Step 2 - Select Deduplicate Recordings as the action

Step 3 - Optionally, select the Keep the Worse Copy Too checkbox to keep the worse copy after processing.

Step 4 - Select your filters to specify which conversations should be processed by this policy

If the Keep the Worse Copy Too setting is enabled in the Deduplicate Recordings policy, it is recommended to set the Conversation Detail Fields parameter of the Data Management Filtering Criteria in any related Export policies to 2N Better Copy instead of Primary. This is to avoid exporting the worse copy if the deduplication policy has not finished evaluating both copies and setting the better copy as the Primary.