5.19:Contact-center-administrator-guide/Security/EncryptionSettings

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• 5.19 • 5.3 • 5.8

Encryption Settings

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Contact Center Administrator > Security > Encryption Settings

Recordings and transcripts of all your contact center interactions can be encrypted while they are stored in the Bright Pattern Contact Center system.

Before you can use the encryption capability, it must be enabled for your contact center at the service provider level.

To enable encryption, go to Security > Encryption Settings and check the items that you intend to store encrypted.

Select from the following:

• Encrypt chat transcripts
• Encrypt SMS transcripts
• Encrypt stored email messages and attachments
• Encrypt screen recordings
• Encrypt voice recordings and transcripts

Select one or more encryption options.

Whenever you export an encrypted item from the system, the exported file or files will be unencrypted.

When choosing a transport protocol for exporting recordings, consider the level of security and communication encryption required. Bright Pattern offers the following protocols: FTP This protocol is unencrypted and is not recommended for transferring recordings containing private or confidential information. SFTP This protocol provides encryption during transport. The specific encoding method depends on the capabilities and allowed ciphers of the SFTP server and is negotiated between the SFTP server and the Bright Pattern application when a connection is established. S3 This protocol provides encryption during transport. Uses the AWS SDK for transport encryption, which relies on HTTPS/TLS to provide secure transfer of recordings to Amazon Web Services storage. Regardless of the chosen transport protocol, exported files are only encrypted during transfer. Files at the target destination are saved unencrypted, unless you apply encryption measures at the storage location.

For more information about the method and keys used for encryption, see section Encryption Key Management.

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