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Call Recorder Features
The Noojee Telephony Systems Call Recorder is a highly flexible call recording platform designed to integrate with virtually any existing PBX.
The Call Recorder can integrate with a PBX that runs Analog, ISDN or VoIP (SIP) trunks (this covers virtually all PBXs).
Your existing PBX will continue to operate as it currently does and in most case either no or minimal configuration changes will be required.
For Pricing information click here.
Details
The Call Recorder supports two core modes of operation.
The two modes are:
- Blanket Recording - all calls are recorded, specific extensions can be excluded via an exception list.
- Selective Recording - no calls are recorded except calls to extensions included via an exception list.
On-Demand recording is available in either mode from designated handsets.
The Call Recorder also supports 'Call Monitoring' from designated (supervisor) handsets.
Management Software
The Call Record includes a secure Web based management interface. The management interface provides different views of the system dependent on the users access permissions.
When a user logs into the Call Recorder they are presented with a list of the most recent recordings that they have access to (given their access permissions). This makes it simple to find a recording from a just completed phone conversation.
Download/Playback
Recordings may be downloaded to the user's desktop or played back using the standard windows media player. Recordings are compressed for the purposes of storage, but are converted to a standard wave file on download to simplify playback.
- Date/Time
- Duration
- Agent
- Caller ID
- Direct In Dial
When searching the list, recordings are also filtered based on the user's access permissions. For instance Agents may only search through their own list of recordings whilst Supervisors may search through recordings for any member in their team.
Archived recordings also remain searchable through the standard search interface. If a user attempts to download or play a recording which has been archived the user will be prompted to insert the appropriate media.
Auditing
All significant actions such as playing a recording, or marking a record as private are audited. The auditing facility provides a complete history of key actions including user name, action, date and time.
Archival
The Noojee Telephony Systems Call Recording solution provides automatic archival to DVD, tape or Network Attached Storage (NAS). Once archived the recordings are still retained in the call recording index allowing them to be searched. Any attempt to access an archived recording will prompt the user to insert the specific medium that the recording has been archived to.
Security
The Call Recording system provides a web interface with 3 levels of security.
Role: Agents
Agents make and take calls within the call centre. Agents are given access to their own call recordings and may search for and playback recordings on their own PC, mark a recording as private or annotate the recording. Administrator functionality ensures that recorded calls can not be deleted by the agent.
Role: Supervisors
Supervisors have access to their own call recordings as well as Agents under their supervision. Supervisors can control which agents within their team are to be recorded as well as doing real time monitoring of agent calls.
Role: System Administrators
The System Administrator controls access to all call recordings and creates Supervisors and Agents as well as assigning Agents to a Supervisor.
Search
The management interface provides a flexible search interface allowing recordings to be search for by various criteria.
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