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Recording of telephone conversations for documentation purposes

Implementation of recording and documentation obligations (e.g. "Taping" in accordance with MiFID II
Storage on an SMB/CIFS network share
Upload to
SFTP serverUpload of recordings to Microsoft OneDrive for Business with enforcement of retention policies
Target directory configurable via date/time variables , File name with time stamp(chronological storage)
Separate recording of the caller, the called party or both subscribers
Recording into separate files or into a stereo
WAV file recording of configured users or group membersor certain phone numbers (patterns)
Recording only of incoming calls, recording of outgoing or all calls
Recording also of calls forwarded via iFMC (use of private devices/BYOD)
Different notification announcements for incoming and outgoing calls can be uploaded (optionally also without recording notification)
Recording of announcements or queues before call acceptance
Recording of encrypted calls
Storage of metadata (call ID, caller with name (if available) and call numbers, date/time, module instance, STARFACE version and server license, reference to previous recording, etc .))
Signed checksums (SHA256/RSA) for traceability of subsequent changes
Includes check script
Database-based recording protocol
Blockchain-based linking of successive recordings (proof of completeness)Email notification of
upload errors (data is retained; new upload attempt every hour)
Data protection and function maintenance: Fluxpunkt modules "do not phone home" and are not dependent on the function/accessibility of external license servers.


STARFACE module for recording and archiving incoming and outgoing calls of a configurable user group, single user or certain phone numbers without prior notification to Windows network shares, SFTP servers or Microsoft OneDrive. The module allows the recording of conversations before they are finally connected (accepted). For example, it is possible to document announcements prior to call switching (even the ringing phase).

In particular, when providing services relating to securities transactions or the sale of financial products and insurance policies, the legislator places high demands on the documentation of all business transactions in dealing with customers. To meet these requirements, electronic records of telephone conversations must be made and archived. At the same time, it must be ensured that private conversations are not recorded.

The Fluxpunkt Call Recording module for STARFACE allows you to specifically implement these requirements. Conversations addressed to or initiated by specific groups or users are captured, recorded, and archived. The directory structure of the archive is highly configurable and allows the automatic creation of chronological folder structures.

For each call, metadata is exported in text form, making it easy to browse on any workstation PC.


Fulfilment of documentation obligations according to the Securities Trading Act (WpHG) in the version of the government draft of the Second Financial Market Amendment Act (FiMaNoG) as well as the Delegated Ordinance (EU) DV MiFID II:

DemandRealization
Completeness of the recording (cf. offences of the WpHG).The Call Recording module records incoming and outgoing calls from the time when the call is set up (exception: configured notification announcements before the call starts; in this case immediately after the announcement has been played back). Recording stops automatically when the call ends . No user interactionis required. Accidental nonrecording is prevented.
Without explicit user intervention (to stop a recording), the completeness of the recording is automatically guaranteed.

Compliance with retention obligations (5 years; or 7 years at the request of BaFin) pursuant to section 83 (8) sentence 1 WpHG.When using Microsoft OneDrive for Business as your storage destination, you can provide proof of your retention policies that can be established and verified for the enforcement of legal retention obligations.

Measure to ensure recording via all terminal devices made available and also private terminal devices of employees pursuant to Section 83 (4) WpHG (provided that their use has been approved and the consent of the employees has been obtained).Automatic recording of all calls from users in a recording group (incoming and outgoing). Also of, on mobile phones or in home offices, forwarded iFMC calls.

Preliminary information on the recording of telephone conversations pursuant to section 83 (5) sentence 1 WpHG.Configurable announcement for incoming and outgoing calls prior to commencement of the recording.

Deletion obligation after expiry of the required retention period in accordance with section 83 (8) sentence 2 of the WpHG.When using Microsoft OneDrive for Business as a storage target, you can use retention policies for automatic deletion once the configured storage period has expired.

Use of technical equipment to prevent subsequent falsification in accordance with § 83 (9) WpHG.By activating Checksum signatures within the module configuration, the proof of unalterability is possible at any time and the integrity of records is guaranteed.
If you are using Microsoft OneDrive for Business, you can use retention policies to ensure that the original copy of a file is preserved during the retention period.

Technology-neutral compliance with the recording requirements and retention of the original recording in accordance with the delegated MiFID II regulation.Recordings are stored in the original telephony codec and can be played back with any standard audio player . Checksums, certificates and signatures comply with common standards (SHA256 checksums, X.509 certificates and RSA-based signatures) and can be verified with common tools such as OpenSSL platform independent. Metadata is stored and exportedas text files (UTF-8 encoded).

Chronologically ordered storage of recordsEach recording contains a time stampas part of the first digit of the file name. This means that the chronology is retained even when sorted alphabetically.

Office 365 and OneDrive for Business

Microsoft OneDrive for Business is available either as stand-alone license or within the framework of Office 365 -packages. Storage takes place in European data centres. Two new German data centers are currently under construction. For information about compliance assessments, privacy practices, transparency policies, and security standards, visit the Microsoft Trust Center. The OneDrive for Business Plan 2 or Office 365 Enterprise E3 Plan gives you unlimited storage when licensed for 5 or more users. We are happy to offer you a suitable Office 365 or OneDrive for Business package.




Reasons for Fluxpunkt call recording for STARFACE


Easy to use

Once set up, no interaction is required to start recording for configured groups or users. This effectively prevents accidental nonrecording. Recording stops automatically when the call is ended.

In accordance with the clarification requirements, your employees will be notified visually within the UCC-Client Callmanagers that a concrete conversation is being recorded (currently only UCC-Client for Mac). Alternatively, you can activate a separately configurable announcement for outgoing calls that informs your own employees.

Using controls, it is possible to end a recording if, for example, private topics or topics not covered by the recording obligation are to be discussed (functional scope of the UCC client; depending on the version used). On all other terminal devices, such as iFMC mobile phones, DECT handsets or table phones, it is possible to stop recording by selecting the DTMF digits *1 .

All administrative issues remain hidden from employees.

Only active membership in a recording group triggers a recording of conversations. Employees can therefore easily control whether future calls are to be recorded or not using the login/logout function key.



Authenticity

The module ensures that the original conversation is recorded without transcoding the audio data. Optionally, only the caller, only the called party or both parties can be recorded. When storing both participants in an audio file, the audio channels are managed separately (as two channels of a stereo recording) and not mixed together, so that the voice channels can be separated again at any time without loss of information.

The use of the original audio codec ensures that the original recording remains unchanged and technology-neutral. There is no lossy compression, which could eliminate conversation components, especially at volume jumps. The speech information actually transmitted is recorded.

Space saving

Common telephony codecs are also very space-saving. The recording of two voice channels in ISDN quality (G.711) requires only 1 MB per minute. This is particularly important for long-term archiving of many conversations. Thus, 72 recording hours can easily be archived on a single layer DVD.



Searchability / Metadata

For each call, all relevant information is stored in the form of a metadata file. The file name corresponds to that of the recording, extended by the extension _info.txt.

In addition to the time stamp (date time) of the start of recording, the STARFACE internal and unique call ID (CallId) is recorded within the file. The call ID is used to assign the call to call list entries within the STARFACE database. This way, call flows can be reconstructed retrospectively.

Of course, the caller and the called party are also logged - if name resolution was possible, the log contains not only the phone number, but also the caller name.

If the checksum signature is activated, a reference to the previous call including its electronic signature is added. Since the metadata is also signed, this results in a continuous linking of all records.

And since the metadata is stored as a text file (easily readable by humans and machines), not only simple post-processing is possible, but also a quick search with on-board means of common operating systems.



Legally secure storage & archiving

Various recording destinations are available for storing the recordings. Depending on the application, recordings can be saved to any Windows network share (SMB/CIFS), SFTP server or Microsoft OneDrive. In combination with Microsoft OneDrive from the Office 365 Enterprise E3 Plan, this makes it possible to enforce retention and deletion policies.

By correctly applying retention/deletion policies, using Preservation Locks (to prevent subsequent loosening of the retention/deletion policy), and using information about security, privacy, compliance, and transparency (including certifications)available from the Microsoft Trust Center, internal and external audits can be performed quickly and easily to demonstrate compliance with regulatory requirements.

On the module side, simultaneous storage on more than one storage target is also possible. Thus, recordings could also be stored in parallel on an SMB Windows share. The module configuration allows you to create new subfolders on a daily basis, which in turn can be written to a DVD on a daily basis. The DVDs can be individually destroyed at the end of the retention period and at the same time represent a non-modifiable medium that can be handed out on request.



Audit safety

Immediately - even before exporting the data - checksums (SHA256) of the meta and audio data are generated and, if desired, signed cryptographically (RSA). The calculated checksums and the signature are stored in the recording log. Each installation of the module has its own cryptographic key pair, from which the public key in the module can be retrieved and used for external auditing of the data.

Within the recording metadata, a reference to the last completed recording and its signature is added. This creates a blockchain-based concatenation of all records. The completeness of the records can thus be proven.

The proof that a recording is unchanged can be done at any time with the help of common tools (e.g. shasum and OpenSSL). A sample implementation can be found in our test script, which you can use to verify the integrity of a recording on the command line.

To use checksum signatures, only the activation within the module is required. The generation of cryptographic key pairs, the secure and encrypted storage of the keys and the provision of a test certificate are performed automatically by the module. This way, you simply meet the requirements for an audit-proof filing system.

Conclusion: The completeness of the recording is ensured by the module-internal database protocol and the blockchain-based linking of successive recordings. The unalteredness of the recorded data can be verified externally at any time by means of signed checksums.


Advantages

  • Complete: Recording of the entire audio transmission, even before the call is accepted
  • Searchable: File name and metadata file contain the date and phone numbers of the call participants
  • Can be archived: Recording as WAV with the audio codec used in the original conversation (approx. 1 MB/min full duplex)
  • Cloud support: Can also be used with STARFACE cloud systems
  • No hardware required: No additional hardware required for archiving
  • Investment protection: no dependence on external services/license servers
  • Economical: Purchase once per server. No software maintenance or running costs!

Getting Started: Installation

Download the module for your STARFACE version:
für STARFACE 6.5 (v562)
Prüfskript herunterladen (OS X/Linux)

Please note that the call recording requires a STARFACE Appliance or VM with sufficient free space and an SSD with high write rates!
Parallel recordings place increased demands on the resources of your system, so that the values specified by STARFACE for appliances regarding the maximum number of calls/users will most likely not be reached.
We recommend using Enterprise/Platinum appliances or VM editions with SSD storage and at least 8 GB of RAM. If the recording data cannot be written to the storage system fast enough, this can lead to call interruptions!

Enter the module license key in the module configuration.
(How do I get a module license key?

Please note our general information about our modules.

Content

General information

The call recording module is basically designed in such a way that it can be operated several times on one system, i.e. several module configurations can be created.
All module configurations share the integrated protocol database as well as the plant-specific certificate and key pair for cryptographic signatures.
However, individual memory targets can be specified for each module configuration.

When executing the module configurations, please note that a call that has already been recorded by one configuration will not be recorded again by another configuration.

When configuring the module for the first time, please make sure that you set the module level to at least "INFO". In this log level, the module outputs information about the test certificate and the OneDrive connection.

Recording settings

The Recording Settings section deals with the configuration of which conversations and which audio channels are to be recorded and the optional playback of recording instructions.

Audio recording

Incoming calls: Calls that are directed directly to the group to be recorded (destination is a group phone number) or to the user to be recorded (destination is the personal phone number of a user) are recorded. If several groups are to be recorded, they can be redirected to the group to be recorded using always redirection.

Outgoing calls: Calls of a user who is an active group member of the group to be recorded or who was explicitly selected as the user to be recorded are recorded. In the case of group membership, a user can log out of the recording group - e.g. by pressing a key - in order to conduct a call that is not to be recorded.

Record direct calls to active group members: Incoming calls are normally only recorded if they directly target the group or user to be recorded. If the setting "Record direct calls to active group members" is activated, additional calls are recorded that are not directed to the group or user to be recorded, but directly to the personal extension of a user who is also an active member of the group to be recorded.

The module checks separately for each incoming and outgoing call whether the recording requirements are met. If yes, an optional message is played and the recording is then started automatically.

The following options are available for the audio channels to be recorded:

  • Caller
  • Called party
  • Both (in one file)
  • Both (in separate files)

When recording both parties to a file, both parties are saved as one channel each of a stereo WAV file. The channels are merged immediately after the end of the call, but before the audio data is signed.

Special case for calls between two STARFACE users

For calls between two STARFACE users , STARFACE Version 6.4.3 does not signal an outgoing call (from the caller) to the module system, but only the incoming call (from the called party).
A recording therefore only takes place if the called party is in a recording group. In other words: It is not sufficient for the calling STARFACE user to be a member of a recording group.


Information for callers

Depending on how and where this module is used, it is possible that you are required to inform the participants of the recording of their conversation. Different audio instructions can be configured for incoming and outgoing calls. For example, your own employees, who are generally aware of the recording, can be notified of a recording being made with a simple beep, while external callers are informed in more detail.

Reference

Announcements are only played back to the respective caller (not to the called party). This means that the called party does not hear an announcement for outgoing calls.
It is assumed that in the case of outgoing calls to be recorded, the called party was informed of the recording in advance.

Testability and archiving

In the area of verifiability and archiving, checksum signatures can be activated in order to allow subsequent verification of the integrity of the recorded metadata and audio recordings.

The module creates an individual 2048-bit RSA key pair (private and public keys) on initial installation. The private key is encrypted with a secret, customer-specific password and stored in a password-protected and 3DES-encrypted KeyStore. The private key is only available within the module.

After a recording, a checksum file containing the SHA256 checksums of the meta and all audio files is created within the module. The checksum file is format compatible to shasum(Digest-SHA).
If all meta and audio data as well as the checksum file are located in one directory, the integrity can be verified using shasum -a 256 < checksum file> .

Then a base64-encoded and SHA256-based RSA signature (based on the individual private key) of the checksum file is generated and stored in a file named <Sum file >.SHA256withRSA.sig.

This signature ensures that the specified checksums are calculated within the module and have not been changed subsequently.

The public key of the RSA key pair is required for signature verification. This is encoded within the test certificate, which is displayed in the module configuration and output in the module log at each start.
The test certificate is <Modul-ID>issued</Modul-ID> by and for the owner "Fluxpunkt Gesprächaufzeichnung<Modul-ID>" and is valid for 100 years from the date of generation.</Modul-ID>

The authenticity of the certificate can be verified via the module log. All certificate details will be displayed there at each start.

The complete check of a recording now consists of

  1. the comparison of the checksums stored in the checksum file with the checksums of the audio and metadata files
  2. checking the signature of the checksum file with the public key of the check certificate.

Our test script is available to you as an example implementation verify.sh are at your disposal.

Please save the test certificate displayed in the module. It does not contain any secret information, but is indispensable for a later integrity check! Without the certificate, it cannot be guaranteed that the checksums of the meta and audio data were generated by the module itself. It is recommended to have the generated certificate digitally signed by a trustworthy CA in a timely manner.

External Validation

On request we offer to check your installation of call recording and to digitally sign the authenticity of the generated certificate so that a certificate chain up to a trustworthy Root-CA results.

Storage targets

In the Storage Targets area, you can enable uploads to SMB shares, SFTP servers, and Microsoft OneDrive. It is possible to activate several different storage destinations so that the recording data is stored in several locations.

Windows share

Specify the destination network share server as the hostname or IP address only. No protocol information or similar is required (and not supported).

The user name does not require a domain specification (there is a separate field for this). The registered user needs read/write permissions for the specified share and the right to create new directories/files.

The share name must not contain any subdirectory information.

The SMB subdirectory field can contain static and dynamic directory information (separated by "/"). An example of a static specification would be the directory structure "Recording/Starface". Dynamic directory specifications consist of a composition of variables with optional static name parts, e.g. "Record-$Y_$M_$D_$h_$m_$s". Non-existent directories are created.

The following placeholders can be used in the variable name components:

  • $Y = Year
  • $M = Month
  • $D = Day
  • $h = Hour
  • $m = Minute
  • $s = Second

The variable components are replaced by the time stamp from the beginning of the recording.
Dynamic subdirectories can not only archive chronologically, but also prevent too many audio files from accumulating in one directory, which can lead to server-side performance problems.

The "SMB Security" field is currently a placeholder and is not yet actively considered.

SFTP

Enter the SFTP server as host name or IP address here. No further protocol information or similar is required (and not supported).

The SFTP directory should be specified relative to the home directory of the SFTP user. Please use ASCII characters only without any special characters for the directory specification.
The SFTP library used by STARFACE sometimes has problems with nested directories. If there are problems with the upload, please try specifying only one directory or a dot (".") to select the home directory of the SSH user.
On the module side, the same variable name components are supported within the directory specification as for Windwows shares.

Microsoft OneDrive

GermanCloud vs. InternationalCloud

Customers of Microsoft GermanCloud (Office 365 Deutschland or OneDrive Plan Deutschland; special and somewhat more expensive tariff for increased data protection requirements) must activate the GermanCloud option in the module configuration and use the newly generated authorisation link (identifiable by the target host login.microsoftonline.de ). For customers of the international cloud the option must be deactivated (the generated link will contain login.microsoftonline.com ).

It is neither possible to log on to the GermanCloud with access data from the international cloud, nor vice versa.

If there are problems granting access rights, please try logging in with an administrative Office 365 account.

If you want to use Microsoft OneDrive as your storage destination, click the "Authorize Call Recording for OneDrive Use" button in the Module Configuration tab "Storage Destinations". Copy the displayed link and open it with a web browser of your choice. You will be redirected to a Microsoft login page and prompted to enter your Office 365/OneDrive credentials.
You then have the option of giving the Call Recording module access to your OneDrive directory. If you confirm the access, you will be redirected to a page without content. In the browser address line you will find a parameter code=<OneDrive Authorisierungscode>. Copy the authorization code (only the code without any other parameters) into the "OneDrive for Business Authorization Code" field within the module configuration.

The "OneDrive for Business Subdirectory" field supports the same syntax as subdirectories for Windows shares. Nested data and variable name components can be used here.

If the upload to OneDrive fails, please check the entered authorization code. If the upload still fails, repeat the OneDrive logon procedure described above.

Create retention policies in Microsoft Office 365

Reference

We recommend that you use a separate Office 365 user for the Call Recording module. In this way, the configured retention policy can be selectively applied only to this user's files, without all other content being subject to the retention policy.


Notification in case of memory errors

If you would like to be notified of problems with uploading your call records, please provide an email address for notifications. The successful sending of e-mails requires that the STARFACE e-mail configuration has been carried out correctly.

For each upload attempt where at least one file could not be uploaded correctly, an email is sent. Since the files in this case remain on the STARFACE and are recorded again with the next upload attempt, it can come in short intervals to a lot of emails.

Known restrictions

Maximum size of a recording

The length of a telephone call in WAV format must not exceed 2GB (corresponds to a call of about 33h), otherwise the recording for this call will fail.

STARFACE Backups / STARFACE Redundancy Module

No STARFACE backup process may be carried out during a call recording, otherwise the target drive for the recording will be included in the backup (affects STARFACE 6.4.2.x) or ongoing recording processes will be disturbed or interrupted, whereby recorded subscribers can no longer be called (also affects other STARFACE versions). Please schedule the backup time so that no call recording takes place during this time.
Since the STARFACE redundancy module also technically triggers backup processes, the aforementioned restriction also applies to the STARFACE redundancy module. It is not compatible with the Call Recording module!

If it cannot be excluded that calls to be recorded during a backup will take place, STARFACE backups must be deactivated and a STARFACE VM edition must be used that allows external backups of the VM to be performed (snapshot-based backups) that are transparent to the application to be executed (the STARFACE system).

The STARFACE default backup can currently only be deactivated by executing the following SQL statement within the STARFACE database (please contact your STARFACE partner):

UPDATE backup_schedules SET type = 'MANUAL' WHERE id = 0;

Information on recording according to WpHG (Status 03.01.2018)

Investment service providers must inform new and existing customers as well as their own employees and authorised persons in advance in an appropriate manner about the recording of telephone conversations. Where an investment firm has not informed its clients in advance of the recording of telephone or electronic communications, or where the client has objected to the recording, the investment firm may not provide investment services to the client initiated by telephone or electronic communications, if those services relate to the acceptance, transmission and execution of client orders.

It is therefore advisable to inform customers in advance, preferably in writing, of the obligation to keep records in accordance with the German Securities Trading Act by means of a separate notification.

At the end of the required retention period, the records shall be deleted.

Information on the legally compliant implementation of applicable laws

Please understand that we are not allowed to offer any legal advice. If you have any questions regarding the legally compliant implementation of legal requirements in a specific case, please contact a person you trust who is entitled to legal advice.

Sources

Directive 2014/65/EU recast - MiFID II

Delegated Ordinance (EU) of 25.04.2016

2. FiMaNoG (Second Financial Market Amendment Act)

FAQ

Frequently Asked Questions about Call Recording

General information

Wie hoch ist der Speicherplatzbedarf für eine Gesprächsminute?

Depending on the audio codec used, an average of about 1 MB per minute is required for the recording of both parties to the conversation. If only one call partner is recorded, the memory requirement is halved.
With HD audio codecs such as the G.722, demand can almost double.

Wie verhindere ich, dass mein ausgehendes Gespräch aufgezeichnet wird?

If you are a member of the user group to be recorded, the recording depends on whether you are actively logged in to the group or not.
By logging off from the recording group, you can control whether your call should be recorded or not.

Ist es möglich, die Gesprächsaufzeichnung während des Gesprächs zu stoppen?

Yes, it is possible to stop a running recording via the corresponding function keys in the UCC client or the key sequence *1 on terminal devices.

Kann ich eine Aufzeichnung erst während des Gesprächs starten?

Not at the moment. This would not meet the completeness requirements for legal recording obligations. However, there is a feature request for which we are checking an implementation. However, using this function may not satisfy all legal requirements.

Kann das Modul auch auf manuelle Aufzeichnungen reagieren und diese erfassen?

This is not planned, although regularly demanded. The reasons are as follows:

  • The module would change a STARFACE functionality and the STARFACE itself would no longer function according to the documentation. It would no longer be possible to record conversations and have them sent to you by email. The manual recording would be revision-secured and subject to a possible retention guideline.
  • The completeness requirement for statutory recording obligations would be violated. It would no longer be guaranteed that a recording is complete if it could be started manually. Also, the user could "forget" to start a recording.
  • Records that are not subject to a retention obligation and would be started manually would then be treated as if there were a retention obligation (with regard to auditing security, retention policies, etc.). This could easily violate data protection laws.

Basically there are two cases to distinguish:

  1. There is a legal obligation to keep records:
    This is the use case of the module.
  2. There is no legal obligation to keep records:
    Then the interlocutor must be informed and agree (which is achieved by the STARFACE announcement).
    For these recordings, the caller has a right to deletion at any later time.

Wie verifiziere ich die Prüfsummen der aufgezeichneten Daten?

Please copy all files belonging to a call into a directory(<recording>_hash.SHA256withRSA.sig,<recording> _hash.txt,<recording> *.wav,<recording>_info .txt).
Also copy the test certificate displayed in the module configuration and the test script to the same directory. Then call the check script as follows:
./verify.sh <recording>

Muß ich Microsoft OneDrive als Speicherziel verwenden?

No. Our call recording module for STARFACE also supports SMB/CIFS or SFTP storage targets. How and where your recordings are stored is up to you.

However, Microsoft OneDrive for Business offers an easy way to comply with the legal obligations of the WpHG to store and delete data and to prove this conformity. In addition, the data can be stored by a German data trustee. The documents required for procedural documentation, technical and organizational measures and fulfillment of other documentation obligations, including certifications, are made available collectively by Microsoft or T-Systems.

If you are storing records on other storage media, you must implement your own procedures and procedures to ensure compliance in order to comply with legal requirements.

Example: With the help of the STARFACE Call Recording module, you save calls for STARFACE to an SMB share.
In this case, you must ensure that the recording is stored and deleted in an audit-compliant manner after the end of the retention obligation.
You could use a special MiFID recorder as a hardware appliance or you could write and archive all recordings to DVD or other ReadOnly storage media on a daily basis. After expiration of the storage obligation, the storage media must then be destroyed individually.

Welche Widerspruchsmöglichkeiten hat ein Anrufer um die Aufzeichnung zu verhindern?

The short answer: none.

The long answer:
When recording conversations, the following cases must be distinguished: Either there is a legal obligation to record the conversation or it does not exist.

If there is no obligation, recording may only take place if the caller consents tothe recording. In this case, a case distinction must be made by IVR, which directs the caller to a group with or without recording.

In the case of a legal recording obligation, the caller has no choice. In most of these cases the caller only has to be informed about the recording. If the caller does not want to be recorded, he can only hang up and end the call.

A possibility for the caller to object would result in legal requirements not being met. A corresponding function is therefore not provided in the module.
There is no conflict with data protection norms (specifically with the DSGVO), as Art. 6 para. 1 lit. c) DSGVO provides the relevant basis for permission.

For a concrete assessment of your application case, in particular whether you are obliged to keep records, please contact a legal service provider of your choice. Please understand that we do not provide any information in this regard.

Welche Einschränkungen gibt es beim Betrieb auf einer Appliance oder in der Cloud?

In principle, no STARFACE backups may be performed during a recording, as this leads to an interruption of the module execution. Normally, STARFACE performs a scheduled backup at night - at a time when there are normally no calls to be recorded. If it cannot be guaranteed that calls to be recorded at night will also take place, STARFACE Backup must be deactivated.

This results in the following restrictions:

  • STARFACE Cloud: It is not possible to disable nightly STARFACE backups. A cloud instance is therefore only suitable if no recordings take place during the nightly backup.
  • STARFACE Appliance: It is possible to deactivate the STARFACE backup (see next FAQ entry), but then there is no more backup possibility for the appliance.
  • STARFACE VM: It is possible to deactivate the STARFACE backup (see next FAQ entry), we recommend a regular backup of the entire VM. This is uninterrupted for STARFACE operation and has no effect on telephony or call recording.
Wie kann ich das Default-Backup der STARFACE deaktivieren?

The STARFACE default backup cannot currently be deactivated via the web administration (up to and including STARFACE 6.5). However, there are plans to make it possible in the future to switch the default backup to manual execution.

Until this change is available in STARFACE release versions, the default backup can be switched to manual execution by changing a database key and can therefore be deactivated. Execute the following command within the STARFACE database:

UPDATE backup_schedules SET type = 'MANUAL' WHERE id = 0;

If you want to change the database key or access the STARFACE database, please contact your local STARFACE partner, as we will not provide instructions on how to do this.

Frequently asked questions about our STARFACE extensions

Installation

Wie werden Module installiert?

Installation

Please download the appropriate module file for your STARFACE version. These can be found under the"Description" tab in the"Let's go" section: Installation" (the module file has the extension .sfm).

Import this file into the module library of your STARFACE via "Install module by upload":

Web
interface of STARFACE
Menu
Item Admin
Menu Item
Modules
Module Library" tab
Import module" function
key
Select
"Install module by upload"

The option "Install modules using license key" is only available for STARFACE modules. Third party modules must always be installed by upload!

Configuration

After importing the module, a module configuration must be created for the module that has just been installed:

Web
interface of STARFACE
Menu
Item Admin
Menu Item
Modules
Module Configuration Tab
New configuration" function key

A description of the configuration options can be found in the documentation of the module.

Upgrade / Downgrade

When an existing module is imported, it is replaced by the uploaded module version, regardless of the version number. This allows modules to be easily updated or reset to earlier versions. The module configuration remains unchanged.


Mein Modul-Lizenzschlüssel wird nicht akzeptiert. Woran kann das liegen?
  1. Please check whether you have a Module-License key in the module configuration and not the server license key of your STARFACE.
  2. Please check whether the module license key belongs to your STARFACE server license. Server license keys as well as module license keys are specified on delivery notes. Module licenses are only valid for the specified server license.
  3. Please check whether you have entered the module license key correctly or copied it into the license field. Make sure there are no additional characters or characters missing. Make sure that the license field is not filled with incorrect data by your browser (form completion). If in doubt, enter the license key with another browser.

This applies to the operation of NFR modules:

The STARFACE installation must have an NFR server- or NFR user license to enable the module function - even without entering a module license key.

Price and ordering process

Was kostet das Modul und wie kann ich es bestellen?

The price of a specific module can be found under the tab"Price / Purchase" on the respective product page. The indicated prices are net prices excl. value added tax.

To order a module license (also NFR), please click on the following button:

Module bestellen

Welche Einkaufskonditionen habe ich als STARFACE Partner?

STARFACE partners with a "Certified" level or higher automatically receive the purchase conditions agreed with STARFACE for third-party modules (or the purchase conditions of a Certified Partner) when ordering via our Wiki.

Hint: Within the framework of the ordering process, only the end customer prices are displayed. However, if you indicate that you are a STARFACE Partner during the ordering process, your order will automatically be billed at partner conditions once your partner status has been confirmed.

Module bestellen

Wie erfolgt die Lieferung der Modullizenzschlüssel?

During the ordering process you have the possibility to enter a delivery and invoice email address. We will send the module license key including a delivery note to the delivery e-mail address, but without quoting prices. The corresponding invoice will then be sent to the invoice email address. As a STARFACE partner, you can have the module license delivered directly to your end customers.

Welche Zahlungskonditionen stehen zur Verfügung?

For module orders we offer invoice payment with 14 days payment term. We reserve the right to deviate from this in individual cases and to demand advance payment.

Habe ich ein Widerrufsrecht?

Only consumers (§ 13 BGB) are entitled to a right of withdrawal from distance contracts (§ 312g BGB). We do not trade with consumers. Our offers are therefore only aimed at entrepreneurs (which is why these are also provided with net prices).

As a STARFACE partner, you receive free NFR licenses for your own use for all our modules. So you can convince yourself of the functionality and demonstrate the functionality to your customers.
Of course, you are also entitled to the statutory warranty rights. In addition, however, we do not grant any rights of withdrawal or revocation.

Licenses

Wie werden Fluxpunkt Module für STARFACE lizenziert?

Fluxpunkt modules for STARFACE are usually licensed on a STARFACE installation (more precisely: on a STARFACE server license; exception: Insight Analytics). A license is therefore required for each appliance, virtual machine or cloud instance on which a module is to be operated. Therefore, when ordering a module, it is mandatory to specify the server license key with which the module is to function. The server license key is requested during the ordering process. The issued module license key is mathematically related to the server license key and allows operation with exactly this server license.

If the module is to be installed on a STARFACE Free Edition, the hardware ID of the installation must be specified instead of the server license key. You can find these in the console log of the attachment (under Admin/Server/Log File).

Please make sure to keep the server license key when moving a STARFACE installation. If this should change, modules must be licensed again.

Gibt es NFR-Lizenzen der Module für STARFACE Partner?

STARFACE partners from Certified level receive free NFR licenses from us (1 license per module) for using the modules on their own system.

For partner systems with NFR server license:

If an NFR server license is installed on a STARFACE partner system (not an NFR user license!), all our modules are automatically activated and executable without entering a module license. In this case you can simply download and use the modules.

Hint: Please do NOT order a NFR module license in thiscase.

For partner systems with NFR user license:

The following modules already recognize NFR user licenses and are then activated without entering a module license (we plan to extend this to all modules):

  • Active Directory Synchronization
  • Blacklist PRO
  • Monitoring
  • Extended Routing
  • AntiFraud
  • HD Ringtones
  • Intercom / Automatic call acceptance with intercom
  • Multi-stage Forwarding
  • Emergency Call & Alerting
  • Privacy for STARFACE
  • Reverse Lookup PRO
  • User Template PRO
  • Group Busy / Group Busy
  • Last Contact Forwarding

Hint: Please do NOT order a NFR module license in thiscase.


Special note regarding the "Insight Analytics" product

Since the product "Insight Analytics" usually involves a certain amount of consulting, configuration and individualization work and we cannot provide this within the scope of free NFR licenses to a large number of STARFACE partners, unfortunately there are no free NFR licensesfor "Insight Analytics".

STARFACE partners can purchase "Insight Analytics" for their own installations at the dealer's purchase price and receive a refund of the purchase price as soon as they can provide evidence of the sale of customer licenses which in total correspond to at least the number of user licenses used by them.
Example: You need a license for 21-40 users for your own use as a STARFACE Partner. You will receive a refund as soon as you sell at least one additional license for 21-40 (or more) users or two licenses for 1-20 users.

Gibt es Demolizenzen / Testlizenzen von Modulen?
Unfortunately, for technical reasons, we cannot currently issue license keys for a limited period of time. Each module license key has unlimited executability.
Since we cannot withdraw licenses, there are no demo or test licenses of our modules. If something does not work as expected, you are of course entitled to the usual defect rights.
Please talk to your responsible STARFACE partner who can test the modules for you and tell you more about your application or scenario.
Wie erhalte ich einen Modullizenzschlüssel?

To purchase module license keys, please contact your trusted STARFACE partner.
STARFACE partners obtain module license keys for customer installations by specifying the server license key either directly from us or via STARFACE.

Module bestellen

Können Module auch auf STARFACE Free-Edition Installationen eingesetzt werden?
Yes. Although a Free Edition does not have a server license key to which the module can be licensed, module licenses can also be bound to the hardware. Therefore, please provide us with the hardware ID of your system when issuing a module license key.
These can be found in the console log under Admin/Server/Log File.
Wie werden Module im Redundanzbetrieb lizensiert?

In the STARFACE license model, STARFACE redundancy licenses behave like full-fledged "normal" STARFACE licenses. Functionally there is no difference - this exists only in the calculation (or not calculation) of redundancy licenses (these are issued by STARFACE free of charge). Primary and secondary systems receive different and independently usable server licenses.

Our module licenses refer to the installed server license of a system. Aredundancy system therefore requires its own independent module license key, which must also be licensed separately (because the redundancy system can in fact be used independently at the same time). The module license key of the primary system will not work on the secondary system (and vice versa).

Important organisational measure (for modules published before 08/2018)

When using the STARFACE redundancy module, after switching from a primary to a redundancy system, the module license key suitable for the system must be re-entered in the module!
Reason: The STARFACE redundancy module transfers the module license key of the primary system to the secondary system as part of regular synchronization. However, the module license key of the secondary system must also be used on the secondary system.

Modules released after 08/2018 include a new license component that supports module license keys that are valid for multiple server license keys.

Updates and Compatibility

Ist mein Modul (Version xy) kompatibel mit STARFACE Version x.y.z?

Information about the compatibility of our Fluxpunkt modules for STARFACE or selected third-party modules with certain STARFACE versions can be found on the corresponding product documentation page. There you will also find the latest downloads of stable module versions.

Information about STARFACE modules (modules of the manufacturer STARFACE) can be found under

Gibt es ein Update für mein Modul?

If you do not find any newer module versions on the product documentation pages, there are none.
Please be patient in this case and visit us again at a later date.
If you want to be informed about new module versions, just subscribe to our Twitter channel.
Please understand that we do not send individual notifications by email or answer questions about possible release dates.

If an update for one of your modules is available, simply download it from our Wiki and upload it to your STARFACE via module upload. STARFACE automatically replaces the older installed module version and adopts the existing settings.

Was kosten Modulupdates für neue STARFACE Versionen? Gibt es "Software Assurance" oder Updateverträge?

We try to adapt Fluxpunkt modules regularly to new STARFACE versions. After an internal test phase, updates are made available for download on the corresponding product documentation page.

Unless otherwise agreed, modules are licensed for a specific STARFACE version upon purchase - a license for a specific module version is purchased accordingly. There is no entitlement to updates, but module license keys are usually unchanged across multiple versions. We reserve the right to provide updates with an update price in individual cases due to new functions or complex adaptations. The update price is then a discount on the new price when purchasing a new module license.

Usually, however, you simply download the latest module version from our Wiki free of charge and use it to update your STARFACE installation. There are no software maintenance or update contracts.

Support

Sind Supportleistungen im Modulpreis enthalten?

No, support services are not included in the module price. You receive support within the scope of support contracts or on the basis of a time account.
You can bundle modules directly when ordering with a support hour contingent at reduced prices. Please contact us if you have purchased a Fluxpunkt module through other distribution channels or plan to do so (e.g. through STARFACE).

We try to answer possible questions in detail in the module documentation or in the FAQ area of the respective module.
The contact person for end customer questions is the assigned STARFACE Partner.

In addition, individual fee-based support is available to you in our support portal or under the email address support@fluxpunkt.de .
Please note that for data protection reasons we will not provide remote support or analysis of logs containing personal data.

Compatibility / Updates

Module versionCompatible with STARFACE versionalterations
746.4.2.10
4026.4.3.2x
4036.4.3.2xImprovement: If no storage destination is selected, no recording is created. Previously, a recording was created, which was then deleted again.
4146.4.3.2xImprovement: Blockchain-based linking of successive recordings, recording of direct calls to group members, default configuration optimized for faster commissioning
4166.4.3.2xTroubleshooting: With deactivated module instances and simultaneous update of the call recording module to a newer version, the internal KeyStore could be lost, whereby no test certificate was displayed anymore. The certificate was also lost when the module was deleted.
4596.5.0.30Compatibility update for STARFACE 6.5. with minor optimizations.
Troubleshooting: Calls to numbers that contain a star are no longer recorded (e.g. execution of STARFACE functions), as this can lead to problems with file names.
5286.5Troubleshooting: However, if OneDrive upload was disabled, OneDrive authentication was performed with invalid credentials.
5526.5.1

Improvements:

  • Additional filter option: It is now also possible to specify whether recording is to take place by phone number.

Bug fixes:

  • Display error in user interface fixed
  • When selecting to record the outgoing calls of a specific STARFACE user , it was possible that the outgoing calls were not recorded
  • A STARFACE update changed a parameter for a group membership check.
5626.5.1.9

Bug fixes:

  • During long upload pauses (e.g. at night), OneDrive sessions became invalid

Important note

Incompatibility with STARFACE security updates 6.4.2.x with x>10

For the Call Recording module we are not able to offer a compatibility update for STARFACE versions 6.4.2.x (x > 10)!
An adaptation of the module to restore compatibility with STARFACE versions 6.4.3.x has been released with module version 403.

Known problems

Key Summary T Created Status Resolution Affected Version/s Fix Version/s
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Call us at +49 7022 78968480, write us at info@fluxpunkt.de or fill out our STARFACE inquiry form !