Noojee Recorder is a highly flexible voice call recording platform designed to integrate with virtually any existing PBX.
Noojee 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.
Noojee Recorder can be configured to record:
- All inbound calls
- All outbound calls
- All inbound calls on a specific In Dial number
- Inbound Calls to a specific Extension
- Outbound calls from a specific Extension
- On-Demand recording on Inbound calls (initiated using the users handset)
- On-Demand recording on Outbound calls (initiated using the users handset)
On-Demand recording is available in either mode from designated handsets.
Noojee Recorder also supports 'Call Monitoring' from designated (supervisor) handsets.
Multi-leg Recording
A unique feature of Noojee Recorder is its ability to perform Multi-leg recording. Many calls into an organization are handled by more than a single person and may spend time waiting to be answered in a queue, Noojee Recorder refers to these as 'legs' of the call. Multi-leg recording is able to automatically separate the call into a series of recordings, one for each leg of the call. Each leg is then allocated a separate access permission based on the person who handled that leg of the call.
Multi-leg recording has several advantages.
- Playback is faster as you are able to select a specific leg to listen to
- Each leg of a 'sensitive' calls is only available to the party who took that leg of the call.
Management Software
Noojee Recorder 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 Noojee Recorder they are presented with a list of the most recent recordings subject to 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
Noojee Recording system provides a web interface with 3 levels of security.
Encryption
Noojee Recorder is able to encrypt all recordings using 1024 bit public key encryption which provides the same level of encryption used by Banks for online banking.
Noojee Recorder can also be configured with a specialised recovery key which can be used in the event that the encryption pass phrase is lost.
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.
Security 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.
Security 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.
Integration
Noojee Recorder is designed to be integrated with an organizations existing systems such as a Customer Relationship Management (CRM). When integrated, Noojee Recorder can update an external database with such information as the recordings location, date, time, caller id and agent. Noojee Recorder can also pull information from a external system (e.g. database or CRM) to annotate the recording with information such as the customer name or ID, effectively link the recording directly to the CRM account details.
Search
The management interface provides a flexible search interface allowing recordings to be search for by various criteria.
CSTA
Noojee Recorder also support CSTA which allows it to be connected to legacy PBXs (e.g. Ericson, Alcatel, Nortel, Cisco etc). The CSTA interconnect allows recordings to be automatically mapped to agents for both Inbound and Outbound call centres using Noojee Recorder in conjunction with a Legacy PBX.