Using the Archiving and Culling Engine (ACE) to access archived Report Employment Income (REI) Interactive Voice Response (IVR) recordings 111-02010080

This document outlines the process of accessing archived audio recordings of the interactions between customers and the Report Employment Income (REI) Interactive Voice Response (IVR) Self-Service channel using the Archiving and Culling Engine (ACE) application.

Audio recordings

All audio recordings of the interactions between customers and the REI Self Service IVR are archived to ACE daily. Audio voice recording was introduced in September 2003, and archiving of these interactions began in October 2007. All audio voice recordings prior to this date previously stored on hard disk have been manually loaded to ACE.

Voice recordings of all customer calls to the REI Self Service IVR are archived under the Customer Reference Number (CRN), even though customers who have a Customer Access Number (CAN) must use their CAN and a Personal Identification Number (PIN) to access the service.

Every customer who authenticates and enters the REI application on an IVR with the voice recording equipment installed has their call recorded to the local hard drive of the voice recording equipment. This recording commences after the authentication stage of the call so that each customer's CRN and PIN are not stored as part of the recording. This process is to ensure that the customer's PIN remains secret. These recordings are uploaded to ACE each week night and are accessible to authorised users the next working day.

The Resources page contains information on known IVR data issues and a link to the Archiving and Culling Engine (ACE).

Related links

Using the Archiving and Culling Engine (ACE) application to access receipt numbers