TeleMessage

TeleMessage Recording is a next generation instant messaging solution that captures text messages and attachments sent and received on any mobile device via WhatsApp, WeChat/WeCom and TeleMessage Native Applications for iPhone and Android.

TeleMessage recording can be delivered as a hosted, on premise or hybrid solution.  For more information on the TeleMessage solution, please refer to the TeleMessage website at TeleMessage Mobile Archiver | Capture Mobile Text | Record Mobile Calls.

Verba directly imports TeleMessage recordings via secure connection in near real-time and includes support for plaintext, emotions, audio and video clips, location information, documents and contact cards exchanged during one on one conversations and group chat.

For a general description of Verba Import sources, please refer to Import sources.

Creating a TeleMessage import source with OAuth 2.0

Follow the steps below to create a new Verba Import source for TeleMessage. Before creating the Import source, an application must be registered in Azure. 

Step 1 - Open the Verba Web interface then select Data > Import Sources from the top menu

Step 2 - Click on the Add New Import Source link on the top right

Step 3 - Complete the configuration according to the requirements in the following table

Step 4 - Click Save to save the settings

Creating a TeleMessage import source with username and password

Basic authentication no longer works for Microsoft Exchange Online mailboxes. VFC cannot login with username and password as an application. Please setup client application in Azure and use OAuth 2.0 authentication (see previous section).

Follow the steps below to create a new Verba Import source for TeleMessage:

Step 1 - Open the Verba Web interface then select Data > Import Sources from the top menu

Step 2 - Click on the Add New Import Source link on the top right

Step 3 - Complete the configuration according to the requirements in the following table

Step 4 - Click Save to save the settings

TeleMessage e-Mail Formatting

The TeleMessage Import Source requires particular e-Mail formats.  If e-Mails are not received directly from TeleMessage, ensure the e-Mail provider configures a message passthrough policy to avoid changing the e-Mail format.  For example:

Map TeleMessage Users to Verba Users

Step 1 - Login to the web interface with System administrator rights.

Step 2 - Navigate to the Users / Administration / Users menu item.

Step 3 - Click the Add New User link and follow User Configuration instructions.  The user name for WeChat users must match their WeChat user name.

Step 4 - Add new Extension details for recorded numbers, using either the TeleMessage number for WhatsApp and TeleMessage Native Application recording, or the Account Id for WeChat recording.

Step 5 - If the user is a WhatsApp or TeleMessage Native Application user, the Extension Data Type  value should be set to Number/Address, otherwise set to User/Agent ID for WeChat.

Step 6 - While adding extension details for recorded numbers, each recorded user must have the following Recording Settings: Voice, Instant Messaging, Video and File Share.

Step 7 - Save the changes by clicking on the  icon.

Step 8 - A notification banner will appear on the top. Click on the click here link, so you will be redirected to the Configuration Tasks tab. Click on the Execute button in order to execute the changes.

Import Policy Configuration

Follow the steps below to configure the Data Import action:

Step 1 - In the Verba web interface, navigate to Data > Data Management Policies

Step 2 - Click on the Add New Data Management Policy button at the top-right corner of the page

Step 3 - For the action, select Data Import

Step 4 - Under Available Import Sources, select the Import Source that you created, then click on the Add button just below the text field

Step 5 - Configure the policy details, based on the information that is shown in the configuration items summary table below

Step 6 - Set up how frequently the Import should be run in the Scheduling section

Step 7 - Click on Save

Enabling data import policy execution on servers

Step 1 - Login to the web interface with System administrator rights.

Step 2 - Navigate to the Configuration / Servers menu item and select the Media Repository server (or Single server) from the list.

Step 3 - Go to the Service Activation tab, then activate the Verba Import Service by clicking on the  icon.

Step 4 - Save the changes by clicking on the  icon.

Step 5 - A notification banner will appear on the top. Click on the click here link, so you will be redirected to the Configuration Tasks tab. Click on the Execute button in order to execute the changes.

Step 7 - Click on the Service Control tab.

Step 8 - Start the Verba Import Service by clicking on the  icon.

Conversation Search and Replay

Searching conversations works for all TeleMessage Source Platforms, e.g., TeleMessage WhatsApp or TeleMessage WeChat.  Filtering using Advanced Search Options and adding Source Platform is possible.

A conversation record with "Instant Message" modality is created when a conversation first takes place, or, if the previous conversation has been idle for more than one hour.  The instant message contains all conversation details and all participants are identified.  During conversations, links to all attachments are created.  These links allow download of audio, video, photos, documents, location and contact cards for review on the client computer.

Voice calls from WhatsApp, WeCom and TeleMessage native applications can be directly searched and replayed from their own voice conversation records in the web interface.  File share conversation records are created for other types of attachments sent with individual messages.

It is possible to show all records created during a conversation by clicking on the elipsis (...) next to a record of interest and selecting Show Related.

When participants join or leave message groups, additional instant message type conversation records are created indicating the event.  Instant Messages are also created when TeleMessage system administration events take place, for example, configuring a user for recording.

Conversation Archive

TeleMessage conversations may be archived using Storage and export targets - VFC Capture (Verba) 9.6 - VFC Capture (Verba) Knowledge Base.

Normally, TeleMessage de-duplicates messages between users, however, for compliance purposes, messages are duplicated for every conversation participant.  This allows different archive retention and ensures all recordings are found when searching using a specific user.

Maintenance of the IMAP Server mailbox is the responsibility of the customer.  No incoming data from TeleMessage is deleted by VFC.

Fault Tolerance

If an error occurs during conversation import that requires it to be retried, this is possible during normal business hours.

The file Program Files\Verba\work\cdrimport\telemessage\<Import Source Id_Data Import Policy Id>\laststate\<Import Source Id_Data Import Policy Id_IMAP e-Mail UIDVALIDITY_.cursor> contains an integer number which increases as conversations take place in the IMAP e-Mail inbox.

Conversation Import can be rewound by a certain number of messages according to the reduction in this value.  Messages already ingested will be ignored, not duplicated.

If a message has been partially ingested, it is necessary to manually remove this message from the database before resuming just before this message number.

The number in the file is the next e-Mail message UID or Unique Identifier.  The UIDVALIDITY is a single value together with the UID that ensures a unique key for every e-Mail in the IMAP mailbox.

Before rewinding conversation import, stop the Verba Import Service, then update the file before starting the Verba Import Service - Service control and activation - VFC Capture (Verba) 9.6 - VFC Capture (Verba) Knowledge Base.