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The CIO’s Guide to Call Recording with BlackBerry Smartphones
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The CIO’s Guide to Call Recording with BlackBerry Smartphones

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To help manage risk and comply with regulations, many businesses in the financial and other sectors are recording telephone conversations, including those on mobile devices. To help them achieve …

To help manage risk and comply with regulations, many businesses in the financial and other sectors are recording telephone conversations, including those on mobile devices. To help them achieve compliance, BlackBerry® Mobile Voice System (MVS) is designed to integrate with their corporate call recording platforms.

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  • 1. Call Recording withBlackBerry smartphonesThe CIO’s Guide
  • 2. Call Recording withBlackBerry smartphonesThe CIO’s GuideTo help manage risk and comply with regulations, many businessesin the financial and other sectors are recording telephoneconversations, including those on mobile devices. To help themachieve compliance, BlackBerry® Mobile Voice System (MVS) isdesigned to integrate with their corporate call recording platforms.ContentsCall Recording for Regulatory Compliance and Risk Management 2 Where do mobile communications fit? 2 What does it mean for CIOs? 3 What are my mobile call recording options? 3MVS Only – Secure and Reliable BlackBerry® Call Recording 4 How it works 4 Benefits of the BlackBerry MVS approach for call recording 5Links 6
  • 3. Call Recording with BlackBerry smartphones The CIO’s GuideCall Recording for RegulatoryCompliance & Risk ManagementFinancial organizations, call centers, and others that do Where do mobile communications fit?business with customers and partners on the telephoneknow there are risks associated with voice communications Recording calls to and from land lines is relativelyand phone-based transactions. To manage that risk, and in straightforward. But until recently mobile calls hassome cases to comply with regulations, they frequently presented more of a challenge. Typically, they have notrecord their telephone calls. In an effort to combat market been part of call recording requirements or solutions. Theyabuse, some jurisdictions have established legal were excluded, for example, from the original FSA callrequirements for call recording. In the United Kingdom, for recording ruling because it was acknowledged that effectiveexample, the Financial Services Authority (FSA) requires technology for capturing mobile communications wasfirms that receive client orders and arrange transactions in not available.the equity, bond and financial commodity and derivativesmarkets to record all relevant calls.1 That has changed. With an increasingly mobile workplace, rapid growth in the use of smartphones and other mobileGiven the global nature of finance, and ongoing challenges devices in the corporate world, and the development ofin financial markets, it is likely that other jurisdictions will, if more sophisticated recording solutions, mobile callthey haven’t already, follow suit with similar regulations. Call recording has become an integral part of corporate call-recording, even in the absence of legislation or when related recording platforms. Increasingly, mobile call recording isonly peripherally to regulatory compliance requirements, is becoming not just a good idea but a requirement – in thelikely to increase dramatically. In the United States, for UK, for example, the FSA’s 2011 ruling PS08/1 stipulatesexample, call recording may complement the tracking of that relevant communications on mobile devices are nowritten communications as a way of ensuring compliance longer exempted from their recording requirements.2with Sarbanes-Oxley and other regulations, and to facilitateinternal auditing.http://www.fsa.gov.uk/library/communication/pr/2008/017.shtml 1 http://www.fsa.gov.uk/pubs/policy/ps08_01.pdf 2 2
  • 4. Call Recording with BlackBerry smartphones The CIO’s GuideCall Recording for RegulatoryCompliance & Risk ManagementWhat does it mean for CIOs? What does it mean for CIOs?Adding mobile communications to the call-recording It is relatively straightforward to record calls made from andscenario presents CIOs with new challenges. Ultimately, no to landlines. That’s because the calls all pass through amatter what technology they choose to handle their single point – the corporate Private Branch Exchangerecording needs or wants, when it comes to the (PBX). Mobile calls, on the other hand, can have manyresponsibility for achieving corporate objectives and different points of entry and exit in an organization, makingadhering to regulations, the buck stops with them. The onus recording them more problematic.is on the CIO to understand the options when it comes toselecting a mobile call recording solution, and to deploy and There are different ways to overcome the challenges andadminister that solution. ensure that mobile calls are included in your call recording solution. They’re not all created equal though, and some tend to be more reliable, cost-effective, and secure than others. One approach is to have people call one number, key in a second number, and then wait for a call back on a line that is recorded – obviously less than ideal for both the caller and the organization. Another option is to install client software on mobile phones on which conversations are to be recorded. Although this ensures that calls made from and to mobile devices are recorded, it tends to be less reliable and secure, as mobile users can manipulate the client software. And it comes with a heavier administration workload for IT when devices or software need upgrading. A third option is to route all calls to and from mobile devices through the corporate PBX. The advantages of this approach include the fact that there is no need to install and maintain client software on the smartphone, call recording administration is centralized, calls are made just as they would be on corporate landlines, and it leverages the existing corporate call recording system.3
  • 5. Call Recording with BlackBerry smartphones The CIO’s GuideMVS Only – Secure & ReliableBlackBerry Call RecordingWith BlackBerry MVS, all calls to and from BlackBerry smartphonescan be routed through the corporate PBX. They can be recorded justlike landline calls, using the corporate call recording platform. BlackBerry smartphone BlackBerry® Wireless Wi-Fi enabled with the BlackBerry Enterprise AP BlackBerry smartphone MVS Client Server with the MVS Client PSTN Internal Internal Network phone Voice Network Gateway Switch PBX External MTP Recording BlackBerry Resource Solution MVS ServerThe BlackBerry Mobile Voice System (MVS) follows the third How it worksoption for recording mobile calls. There is no client softwareto install on the BlackBerry® smartphone, and no recording Using the MVS Only feature of BlackBerry MVS, andone by MVS itself. Instead, an IT administrator simply administrator configures the MVS server to restrict theconfigures the BlackBerry smartphones that will be used for BlackBerry smartphone, so that it can use only thebusiness purposes, so that all calls to and from those BlackBerry MVS work line when using the cellular network.mobiles are routed through the corporate PBX. These calls This prevents the BlackBerry user from using the cellularcan then be recorded using the same call recording line to place or receive mobile calls that are not routedplatform used for landline call recording. through the corporate PBX. And it makes BlackBerry calls available for recording using the same corporate platform and standards as landline calls. 4
  • 6. Call Recording with BlackBerry smartphones The CIO’s GuideMVS Only – Secure & ReliableBlackBerry Call RecordingBenefits of the BlackBerry MVS approachfor call recordingBy routing calls made to and from BlackBerry smartphones Benefits of this approach include:through the corporate PBX rather than through a cellularnetwork, the BlackBerry MVS Only option ensures that Transparencymobile calls can be treated the same as landline calls, Calls are made normally, as they would be for any mobileand recorded using the corporate recording platform. call, with rerouting through the PBX transparent to those making the calls and those receiving them. A consistent corporate presence Because calls are routed through the PBX, caller identification displays the same corporate identity as the organization’s landlines, ensuring a professional interaction with clients. Lower IT overhead No client software to install and upgrade means no added effort and cost for IT. Reliable, centralized control Mobile calls can be recorded the same way landline calls are, using the same platform and processes, so that all required call recording – both landline and mobile – can be centrally administered and controlled. G  reater security Centralized control of all calls through the corporate PBX, and no client software on the mobile, eliminates the potential for working around the system and compromising call recording requirements.5
  • 7. Call Recording with BlackBerry smartphones The CIO’s GuideLinksFor more information on BlackBerry MVS go to:www.blackberry.com/mvsTo locate an authorized BlackBerry® Reseller in North America go to:www.blackberry.com/varlocatorTo be contacted for more information on BlackBerry MVS email:blackberrymvs@rim.com 6
  • 8. © 2012 Research In Motion Limited. All rights reserved. BlackBerry®, RIM®, Research In Motion® and related trademarks, names and logos are the property of Research In Motion Limited and are registered and/or used in the U.S. and countries around the world.RIM05450