Dear Valued Client,
Over the next 3-6 months, Evolve IP will be transitioning our call recording platform from the existing OrecX interface you may be familiar with, to a new provider — Dubber.
Dubber is renowned for their resilient infrastructure that is available globally and adheres to all compliance requirements as an ISO 27001 certified provider, including HIPPA.
We want to give you advance notice that this change will be taking place, and advise you of some changes that will come with the transition:
- You will access recordings via Dubber, which is available in your Clearlogin portal.
- If your retention policy is set to 30 days or less, on the switchover date (which will be communicated at a later time) new recordings will be available in Dubber and existing recordings will be available in OrecX or Recap.
- If your retention policy is longer than 30 days, we will migrate all of your recordings to Dubber.
- Typically, only supervisors and other select staff had access to view recordings. With Dubber, if you wish to grant access, all users can see their own recordings. Supervisors and other staff who had permission to view other users recordings will continue to see the same set of users within their limited group.
- Leading up to the switchover date, you will receive a report that shows users, group membership, and supervisor status. We are doing a one-time manual check to ensure that groups are set up as you expect. Moving forward with Dubber, you will be able to granularly control this in the settings panel.
- FTP export is being discontinued. The Dubber platform does not support FTP delivery of files. We have several options to help mitigate this change of service:
If you used FTP delivery of recordings to extend your retention period beyond what Evolve IP historically offered: We will work to meet your retention period within the Dubber platform in an economically advantageous manner.
If you used FTP delivery of recordings to send files to a third-party platform: Dubber has integrations with several platforms, in addition to a robust API that can provide access to the underlying call recording data. Please contact your CRM promptly with the details of your integration, so that we can provide advice and recommendations on a path forward.
If you used FTP delivery of recordings for any other purpose: We would like to hear from you. Please contact your CRM with the details of your use case. Our expectation is that most use cases will be able to be handled by the Dubber API, and we will offer advice and recommendations during this transition.
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Evolve IP Help Center
https://help.evolveip.net
877.459.4347, Option 2
