User Story

CallCabinet provides call recording and analytics service. Their end-users are companies that use IP Centrex or SIP Trunking services. CallCabinet normally do not sign contract directly with end-users. They have Partners - service providers (like ECN, VOX, XDSL) who resell their service to their customers.

They basically provide two types of services:

  • Call Recording storing. They have basic packages (Base call recording service) based on monthly consumption of stored hours (up to 200, 500, 1000, 4000, 10000, 20000, 50000, 100000, 250000, 500000, 1000000 hours). The allowed consumption package changes automatically  based on the length of stored recordings.
  • Additional service of Quality Control: QC Analyst, QC Supervisor, Agent Screenshot Capture, PCI Module. Each service is provided for additional licence per company (location).

CallCabinet charge Customers based on the stored hours. 

CSP provides services to IP Centrex and SIP Trunking Customers. Each customer may have a number of offices in one or different cities. Subscription to CallCabinet is performed by Customer/Site and is activated for all its users. Every Customer/Site may have big number of Users (Accounts) - 600 and more .  Support should be able to see whether Customer is subscribed to service or not and to which (CallCabinet or PortaBilling recording) to know where to troubleshoot issues / money questions if any. That is why ECN needs to have ability to enable/disable CallCabinet on Customer level. Each office can have a number of SIP Trunks/Extensions. For Customers with multiple offices (sites) CSP is going to use Customer Hierarchy functionality.

Normally all the calls of specific Customer/Site should be sent to CallCabinet. There are cases when Customer needs to disable calls sending (recording) of specific IP Centrex user/SIP Trunk to CallCabinet.

Some of Partners have Resellers that also resell CallCabinet service. Both Partners and Resellers receive their commission for users. End-users pay to partners and partners bring money to CallCabinet.

In case Customer has more than one office he can sign up separately for different sites (locations). In this case CallCabinet charges separately for every site and each site has its own bundle of hours.

CallCabinet already works with a number of PortaOne Customers. For them they use the following approach: API gets call recordings from PortaOne in .wav format together with information about: customer, site, from, to, duration.  The issue is that for CSP such an approach will not work. This may put too big load on system thus decreasing its stability and operational power.

That is why some other approach is required that will not load system and provide ability to move recordings to CallCabinet.

CallCabinet sees solution in moving recordings to dedicated storage in .wav format with meta file that contains call metadata of the call (from, to, Customer, site etc).

With this information they will be able to download recordings from dedicated server and upload to CallCabinet system for further analysis and storage.

Call Cabinet has API that covers all UI actions.

Current integration with CallCabinet will cover only ability to mark Customers whose calls' recordings with metadata will be moved to CallCabinet and disable it for specific Accounts (SIP Trunks/extensions). All the CallCabinet configuration of Customers/sites/licences/enabling additional service like Quality Control  will be performed directly on CallCabinet side by admin. Current integration assumes that CSP will use currently available functionality like Subscriptions for charging users and will manually change Subscriptions/Add-ons for Customers/Accounts/Resellers in case their storage space changes in CallCabinet (eg. from 200 hours to 500 hours).

Use Cases

Use case #1: Successful enabling of service for SIP Trunk Customer

Roles: Admin, PortaSwitch, CallCabinet

Preconditions: 

Service Provider resells CallCabinet service

It is possible to enable CallCabinet service for Customer that initiates calls, i.e. relevant PortaSwitch call recordings move to CallCabinet

  • Customer ABC has one site (location) and is SIP Trunking Customer. He has one trunk (account). 
  • Customer DBF has three sites (locations): Cape Town, Pretoria,Bloemfontein and is SIP Trunking Customer. He wants to use CallCabinet for 2 out of three locations. DBF has Office Hierarchy enabled and has three branch offices set up with at least one trunk each:  Cape Town, Pretoria,Bloemfontein .
  • Customer DBF has three trunks in Cape Town: 1.1.1.1; 2.2.2.2; 3.3.3.3
  • Customer “Smokey Eyes” has two sites (locations):  Cape Town, Pretoria and is SIP Trunking Customer. Cape Town site has 2 trunks: 5.5.5.5 and 6.6.6.6. He is a Customer of “Smith Weston” Reseller.

Use scenario #1.1: Enabling CallCabinet for trunking Customer

  • ABC contacts CSP and requests to enable CallCabinet service.
  • CSP admin goes to CallCabinet, performs setup of ABC Customer. He enters Customer ID and site id.
  • CSP goes to PortaBIlling web interface and marks that calls of ABC Customer should be sent to CallCabinet.
  • Users of ABC make 10 calls with total length of 1 hour.
  • Calls are passed to CallCabinet. User can open CallCabinet, see these 10 calls and total duration of recordings is 1 hour.

Scenario 1.2: Enabling CallCabinet service for Customer with multiple sites (Branch Offices)

  • DBF contacts CSP and requests to enable CallCabinet service for Cape Town, Pretoria.
  • CSP admin goes to CallCabinet, performs setup of DBF Customer. He enters Customer ID and creates two sites: CapeTown, Pretoria.
  • CSP goes to PortaBIlling web interface and marks that calls of DBF from Cape Town, Pretoria should be sent to CallCabinet.
  • Users of DBF Cape Town make 10 calls of total length 2 hours. Users of DBF Pretoria make 20 calls of total length 3 hours. Users of Bloemfontein make 30 calls of total length 7 hours.
  • Calls are passed to CallCabinet. Users can open CallCabinet, see  Cape Town 10 calls and total duration of recordings is 2 hours, Pretoria  20 calls and total duration of recordings 3 hours.
  • In a couple of days DBF calls Customer Care department and informs that he was incorrectly charged for Cape Town, Pretoria recording and there are issues with recordings.
  • Customer care opens Cape Town, Pretoria sites, he sees that they use CallCabinet service thus contacts CallCabinet to check Call Recording settings. He opens the list of Subscriptions and checks applied charges.

Scenario 1.4: Enabling CallCabinet service by Reseller

  • “Smokey Eyes” contacts “Smith Weston” and requests to enable CallCabinet service for CapeTown.
  • “Smith Weston” admin goes to CallCabinet, performs setup of  “Smith Weston” Customer CapeTown site. He enters Customer ID and site.
  • “Smith Weston”  goes to PortaBIlling web interface and marks that calls of “Smokey Eyes” CapeTown should be sent to CallCabinet.
  • Users of “Smokey Eyes” Cape Town 5.5.5.5 and 6.6.6.6 make 70 calls with total duration 50 hours.
  • Calls of “Smokey Eyes” Cape Town are passed to CallCabinet. User can open CallCabinet, see  70 calls and total duration of recordings is 50 hours.
  • “Smokey Eyes” contacts “Smith Weston” and requests to enable CallCabinet service for Pretoria site.
  • "Smith Weston” admin goes to CallCabinet, performs setup of  “Smith Weston” Customer Pretoria site.
  • “Smith Weston”  goes to PortaBIlling web interface and marks that calls of “Smokey Eyes” Pretoria should be sent to CallCabinet.
  • Users of “Smokey Eyes” Pretoria make 15 calls with total duration 2 hours. 
  • Calls of “Smokey Eyes” Pretoria are passed to CallCabinet. User can open CallCabinet, see  15 calls and total duration of recordings is 2 hours. 

Scenario 1.5: Disabling CallCabinet service on Customer Request

  • DBF/"Smokey Eyes" has CallCabinet service enabled. Service is charged by subscription.
  • Direct/Reseller customer DBF/"Smokey Eyes wants to disable CallCabinet service but keep recordings for mean time and be able to resume service.
  • He informs CSP/Reseller about his decision.
  • CSP/Reseller admin goes to PortaBilling web interface and disables the service. 
  • Users of DBF/"Smokey Eyes make 70 calls.
  • PortaBilling does not pass information about calls to CallCabinet.
  • DBF/"Smokey Eyes user opens CallCabinet and does not see last 70 calls. Service keeps being charged by subscription.
  • DBF/"Smokey Eyes contacts CSP/Reseller to enable CallCabinet again. Admin enables service. User can see old calls.

Scenario 1.6: Disabling CallCabinet service on Customer Suspension

  • DBF/"Smokey Eyes" has CallCabinet service enabled. Service is charged by subscription.
  • Direct/Reseller customer DBF/"Smokey Eyes do not pay for invoice. He is suspended
  • Users of DBF/"Smokey Eyes can not make calls. Subscription is charged.
  • PortaBilling does not pass information about calls to CallCabinet. 
  • DBF/"Smokey Eyes" pays for invoice in 1 month.
  • Users of DBF/"Smokey Eyes make 70 calls. PortaBilling  passes information about calls to CallCabinet. 
  • DBF/"Smokey Eyes user opens CallCabinet and sees information about last 70 calls.

Scenario 1.7: Cancelling CallCabinet service on Customer Request

  • DBF/"Smokey Eyes" has CallCabinet service enabled. Service is charged by subscription.
  • Direct/Reseller customer DBF/"Smokey Eyes" wants to cancel CallCabinet service.
  • He informs CSP/Reseller about his decision.
  • CSP/Reseller admin goes to PortaBilling web interface and cancels the service.  He removes Subscription. Subscription is not charged from this moment. CSP/Reseller admin goes to CallCabinet web interface and cancels the service.
  • Users of DBF/"Smokey Eyes" make 70 calls.
  • PortaBilling does not pass information about calls to CallCabinet. DBF/"Smokey Eyes" users can not open and use CallCabinet any more. All the information is removed from CallCabinet.

Scenario 1.8: Terminating CallCabinet service due to unpaid invoice

  • Direct/Reseller customer DBF/"Smokey Eyes" does not pay for invoice thus terminated.
  • He is automatically terminated in PortaBilling. Admin goes to CallCabinet and manually cancels service on CallCabinet.

Use case #2: Successful enabling of service for IP Centrex Customer

Preconditions:

Service Provider resells CallCabinet service

It is possible to enable CallCabinet service for Customer that initiates calls, i.e. relevant PortaSwitch call recordings move to CallCabinet

Scenario 2.1: Enabling CallCabinet for IP Centrex Customer

  • Customer ABC has one site (location) and is IP Centrex Customer. He has 20 Accounts 11199987101 - 11199987121 with extensions 101-121.
  • ABC contacts CSP and requests to enable CallCabinet service.
  • CSP admin goes to CallCabinet, performs setup of ABC Customer. He enters Customer ID.
  • CSP goes to PortaBIlling web interface and marks that calls of ABC should be sent to CallCabinet.
  • Accounts 11199987101 - 11199987121 receive 7 calls and makes 10 outgoing calls. Total length is 1 hour.
  • Calls are passed to CallCabinet. User can open CallCabinet, see these 17 calls and total duration of recordings is 1 hour.
  • In a couple of days ABC calls Customer Care department and informs that he was incorrectly charged for recording and there are issues with recordings.
  • Customer care opens ABC, he sees that he uses CallCabinet service thus contacts CallCabinet to check Call Recording settings. He opens the list of Subscriptions and checks applied charges.

Scenario 2.3: Enabling CallCabinet for IP Centrex Customer with multiple offices

  • continued after 2.1
  • Customer ABC grows and now opens one more office on the new location: Cape Town. Admin creates Branch office for office hierarchy: Cape Town.  Cape Town office has 20 Accounts 11199987122 - 11199987142 with extensions 122-142.
  • ABC contacts CSP and requests to enable CallCabinet service for Cape Town.
  • CSP admin goes to CallCabinet, performs setup of ABC Customer. He enters Customer ID and Site Cape Town.
  • CSP goes to PortaBIlling web interface and marks that calls of Cape Town should be sent to CallCabinet.
  • Accounts 11199987122 - 11199987142 receive 7 calls and make 10 outgoing calls. Total duration is 3 hours
  • Calls are passed to CallCabinet. User can open CallCabinet, he opens Cape Town site and sees that there were  17 calls and total duration of recordings is 3 hours.

Scenario 2.4: Enabling CallCabinet for IP Centrex Customer by Reseller

  • Customer NEON is Customer of Reseller Kleo. He has one site (location) and is IP Centrex Customer. He has 20 Accounts 22299987101 - 22299987121 with extensions 101-121.
  • NEON contacts  and requests to enable CallCabinet service.
  • Kleo admin goes to CallCabinet, performs setup of NEON Customer. He enters Customer ID = NEON; SiteID= default.
  • Kleo goes to PortaBIlling web interface and marks that calls of NEON should be sent to CallCabinet.
  • Accounts of NEON receive 7 calls and make 10 outgoing calls. Total length is 1 hour.
  • Calls are passed to CallCabinet. User can open CallCabinet, see these 17 calls and total duration of recordings  is 1 hour. 

Scenario 2.5 Reseller enables CallCabinet for hierarchy 

  • the same as in 2.3. Actions are performed by Reseller but not CSP admin.

Scenario 2.6 Disabling CallCabinet with  Customer calls not passed to CallCabinet 

  • the same as in 1.5

Scenario 2.7: Terminating CallCabinet service due to unpaid invoice

  • the same as in 1.8

Use case #3: Successful enabling of CallCabinet and PortaBilling recording services

Preconditions: 

Service Provider resells CallCabinet service and provides regular Call Recording service.

When CallCabinet is enabled all the calls are passed to CallCabinet.

When regular Call Recording is enabled the calls are stored locally.

When CallCabinet and Call Recording are enabled, calls are stored locally and passed to CallCabinet.

Scenario 3.1: Enabling CallCabinet and regular Call Recording for customers/offices

  • There is customer Zippo. He has 2 offices: CapeTown, Pretoria.
  • Zippo contacts CSP and requests to enable CallCabinet for CapeTown and regular recording for Pretoria.
  • Admin goes and performs setup on CallCabinet and PortaBilling for CapeTown.
  • Admin enables regular call recording for Pretoria.
  • Zippo CapeTown makes 10 calls with total duration 1 hour. Zippo Pretoria office make 15 calls with total duration 1 hour.
  • Zippo CapeTown calls are passed to CallCabinet. Total duration of recordings in CallCabinet is 1 hour. Zippo CapeTown recordings are not available on Self Care.
  • Zippo Pretoria calls are not passed to CallCabinet. Zippo Pretoria users can open PortaBilling Self Care and download recordings of 15 calls.
  • Zippo contacts CSP and requests to enable regular recording for CapeTown and CallCabinet for Pretoria.
  • Admin goes and performs setup on CallCabinet and PortaBilling for Pretoria.
  • Admin enables regular call recording for CapeTown.
  • Zippo CapeTown makes 10 calls with total duration 1 hour. Zippo Pretoria office make 15 calls with total duration 1 hour.
  • Zippo Pretoria calls are passed to CallCabinet. Total duration of recordings in CallCabinet for Pretoria is 1 hour. Zippo Pretoria users can open Self Care and download recordings of 30 calls (15+15). 
  • Zippo CapeTown calls are passed to CallCabinet. Total duration of recordings in CallCabinet for CapeTown is 2 hours. Zippo CapeTown users can open Self Care and download recordings of 10 calls. 
  • In some time Zippo contacts Customer Care department and asks why calls of Pretoria are not available in CallCabinet. CustomerCare opens PortaBilling interface and see that Pretoria is using PortaBilling recording. He informs customer about this.

Scenario 3.2: Enabling CallCabinet and regular Call Recording for customers/offices by Reseller

  • There is customer Vogue of Reseller. Vogue has 2 offices: CapeTown, Pretoria.
  • Vogue contacts Reseller and requests to enable CallCabinet for CapeTown and regular recording for Pretoria.
  • Reseller goes and performs setup on CallCabinet and PortaBilling for CapeTown.
  • Reseller enables regular call recording for Pretoria.
  • Vogue CapeTown makes 10 calls with total duration 1 hour. Vogue Pretoria office make 15 calls with total duration 1 hour.
  • Vogue CapeTown calls are passed to CallCabinet. Total duration of recordings in CallCabinet is 1 hour. Vogue CapeTown recordings are not available on Self Care.
  • VoguePretoria calls are not passed to CallCabinet. Vogue Pretoria users can open Self Care and download recordings of 15 calls.
  • Vogue contacts Reseller and requests to enable regular recording for CapeTown and CallCabinet for Pretoria.
  • Reseller goes and performs setup on CallCabinet and PortaBilling for Pretoria.
  • Reseller enables regular call recording for CapeTown.
  • Vogue CapeTown makes 10 calls with total duration 1 hour. Vogue Pretoria office make 15 calls with total duration 1 hour.
  • Vogue Pretoria calls are passed to CallCabinet. Total duration of recordings in CallCabinet for Pretoria is 1 hour. Vogue Pretoria users can open Self Care and download recordings of 30 calls (15+15). 
  • Vogue CapeTown calls are passed to CallCabinet. Total duration of recordings in CallCabinet for CapeTown is 2 hours. Vogue CapeTown users can open Self Care and download recordings of 10 calls. 

Other requirements / constraints

  • CallCabinet is normally charged on recurring charge basis. CallCabinet service will be charged by regular Subscription Plans.
  • Should be configurable per environment