The problem
Recorded calls and emails needed to be useful long after the original interaction. Finding the right record, opening proprietary recording formats, and controlling access to sensitive communications all had to work together.
What I built
I built a searchable archive that brings call recordings and emails into one interface. Staff can filter records, inspect interaction details, and play recordings through permission-controlled access to the underlying files.
The key engineering work was connecting the archive interface to the existing file-security model. The application handles proprietary recording metadata and streams media while applying the user’s Windows permissions.
The result
- Customer interactions in the searchable archive
- 500K+
- Communications in one search interface
- Calls + email
The archive gives staff a way to locate customer communications for compliance and training, with searchable metadata, playback, and access tracking.
Archive volume counts customer interactions, including recorded calls and emails.
Under the hood
The architecture, integrations, and implementation behind the application.
Architecture and security
Backend Infrastructure
- ASP.NET framework with C# enterprise middleware for communications management
- SQL Server database optimized for large-scale archive storage and retrieval
- Windows API integration for secure file system operations
- I3R file parsing engine for call recording metadata extraction
- XML processing framework for structured data manipulation
- Multi-format file streaming service with media optimization
Frontend Experience
- Advanced search interface with real-time filtering capabilities
- Multi-format media player with streaming optimization
- Comprehensive archive browsing with hierarchical navigation
- Real-time search results with dynamic content loading
- Detailed interaction tracking dashboard
- Export and reporting interface for compliance documentation
Security Implementation
- Windows impersonation for secure file access and permission enforcement
- Role-based access control with granular permission management
- Secure media streaming with access validation
- File system security integration with enterprise authentication
Features and workflows
Advanced Archive Management
Call Recording Archive: Comprehensive storage and management of enterprise call recordings
Email Archive System: Complete email communication archival with metadata preservation
I3R File Processing: Specialized parsing of proprietary call recording formats
Multi-Format Support: Handling of various audio and document formats
Sophisticated Search Capabilities
Advanced Query Engine: Complex SQL-based search with multiple criteria support
Real-Time Filtering: Dynamic content filtering with instant results
Metadata Search: Deep search capabilities across call and email metadata
Content Indexing: Full-text search across archived communications
Secure Media Streaming
Multi-Format Streaming: Optimized streaming for various media types
Windows Impersonation: Secure file access using enterprise credentials
Access Control: Granular permission enforcement for sensitive communications
Interaction Tracking: Detailed logging of all archive access and usage
Implementation details
Core Services Architecture
- ArchiveManagementService → Call recording and email archive operations
- SearchEngineService → Advanced query processing and result filtering
- I3RParsingService → Proprietary file format processing and metadata extraction
- StreamingService → Multi-format media streaming and optimization
- ImpersonationService → Windows security context management
- XMLProcessingService → Structured data manipulation and transformation
Security & Access Control
- Windows API Integration: Secure file system operations with enterprise authentication
- Impersonation Framework: User context switching for secure file access
- Permission Enforcement: Granular access control with role-based security
API Design
- RESTful Architecture: Clean, scalable endpoint design for archive operations
- Archive Management: Full CRUD operations for communications data
- Search Services: Advanced query processing with real-time filtering
- Streaming APIs: Optimized media delivery with security validation
- Reporting Services: Comprehensive usage analytics and compliance reporting
Technology stack
Backend
- ASP.NET
- C#
- SQL Server
- Windows API
- XML Processing
Frontend
- ASP.NET Web Forms
- JavaScript
- AJAX
- CSS
- HTML
Security
- Windows Impersonation
- File System Security
- Access Control
Media
- File Streaming
- I3R File Parsing
- Multi-Format Support
- Media Optimization