Recording

• Facility to record your IP Phones calls (SKINNY, SIP, and H323).
• Simple, transfer and conference calls recording.
• Record G.711 and G.729 calls.
• Incoming and/or Outgoing Calls Recording.

• Our recording solution is device based and this saves your time on network configuration or reconfigurations when network topology changes.

• Recording is equipped with feature of recording agent and customer voice as separate, which enables supervisor to manually analyze each voice as needed.
• Both voices can be merged into one file to be listened or downloaded from the web interface in mp3 format.

• Supervisors can remotely listen to agent/customer calls in real-time from the Live Monitor screen to ensure the fastest response possible when needed and can add a call comment or agent evaluation during listening the call.

• Browse and search for calls using a combination of all kinds of information such as call time, calling number, called number, agent name, etc.

• CONNECT Recording allows the administrator to create groups of IP Phones to record their calls and specify per group the call direction, the call types and the extensions.

• Integration with the IPCC to collect the additional related information such as the shift agent id, agent name, etc.
• Monitor UCCX agents’ status.

• Super Admin: Can access all functions & create users.
• Admin: Can access all functions, but cannot add/delete users.
• Supervisor: Can access group of lines, search, listen to their calls and download them.
• User: Can access group of lines, listen to their recorded calls, but can’t download calls.

Provide a dashboard reporting

• Hard Disk Utilization
• CPU/Memory Utilization
• Number of Recorded calls
• Customized data

Integration with Active Directory

• Login with domain credentials

Powerful Archiving Module (Automatic and/or Manual)

• Archiving/Restoring calls on/from different storage servers (SAN -NAS –FTP)

Whisper, Barge-In, Intercept & Silent Monitoring

• Whisper: Supervisor can talk to the agent, and the customer will not listen him.
• Barge-In: Supervisor can join the call with both the agent and the customer.
• Intercept: Supervisor can use his IP Phone to deal directly with the customer, and forcing the agent to leave the call.
• Silent Monitoring: Supervisor can remotely listen to agent/customer call from his IP Phone.

• Audit Log Trail
• File Authentication
• File Authentication: Each recorded file has MD5 ID which is saved in recording database, to be compared any time with the existing file.
• Encryption
• Each recorded file is encrypted by secure key and the application decrypt the file in the replay.
• All password are saved in database encrypted.

Remote Recording Servers Add-On Module