Voice Logger and Archival (VLA)

overview the voice log archiver (vla) is an automated system that fetches, converts, encrypts, and stores call recordings it ensures that voice logs are retained for extended periods (up to 8 years) without impacting the performance of the active contact center archival process workflow the vla operates through a four stage process to ensure data integrity and security fetching the system monitors the ameyo call server in real time new voice logs are identified and downloaded to the archiver server with a typical lag of only 20–25 minutes conversion raw audio files (separate in/out streams) are first converted to wav format the streams are mixed into a single wav file the file is compressed into mp3 format to optimize storage encryption the compressed files are secured using aes encryption a unique key is generated for each voice log and stored in the archiver database storage the final encrypted files are transferred to a mounted network drive (nas/san) via ftp user interface & search the vla console provides a centralized interface for supervisors and administrators search & retrieval supervisors and administrators can locate specific recordings using a combination of standard and advanced filters on their interface standard filters date range, campaign, queue, user/agent, customer phone number, and talk time call content filters call notes search for keywords within the notes added by agents qa scoring filter by "scored" or "unscored" calls dispositions filter by system or user dispositions advanced search allows attribute based queries using operators (e g , credit card number equals 1234) downloads single/bulk download users can download individual files or select multiple records to download as a zip file format downloads are typically provided in mp3 format for easy playback configuration & administration administrators have access to system level settings via the configuration tab audio controls ingain / outgain adjust the volume levels for the input (customer) and output (agent) audio streams values range from 1 to 9 presets select audio processing presets such as high phone, low phone, high voice, or low voice to optimize audio quality based on the source storage path define or update the destination directory on the nas/san storage reload applies changes made to the call server configuration without restarting the system monitoring & safeguards the system includes built in health monitoring to prevent data loss or server crashes disk usage protection the system continuously monitors disk space if free space falls below 5 gb , the fetching process stops automatically administrators must manually resume the service after clearing space execution details the monitoring tab displays the real time status of the "conversion" and "fetching" jobs operational guidelines prerequisites licensing separate licenses are required for voice log archiver infrastructure dedicated archiver server (windows/linux) network storage (nas/san) accessible via ftp/mapped drive ameyo call manager (for vla) and ameyo database access sizing considerations proper sizing is essential for performance factors influencing server requirements include total agents and calls per day average call duration retention period (e g , 1 year vs 5 years) recording format (mp3 compression ratio) retention & cleanup data lifecycle data is retained based on the configured policy (e g , 3 years) auto cleanup the system can be configured to automatically purge data older than the retention period to free up storage, though archival to external media is recommended before purging