View
221
Download
0
Category
Preview:
Citation preview
The Right Choice for Call Recording
WWW.OAISYS.COMWWW.OAISYS.COM
OAISYS and ShoreTel:Call Recording Solution Configuration
The Right Choice for Call Recording
WWW.OAISYS.COMWWW.OAISYS.COM
OAISYS Call Recording Platforms and Connection
Options
The Right Choice for Call Recording
WWW.OAISYS.COMWWW.OAISYS.COM
Portfolio Overview – Talkument
Voice DocumentationFeatures Creates digital media documents from business telephone
calls Utilizes patent-pending OAISYS Portable Voice Document
(PVD™) technology Centrally stores voice documents on a secure network
repository Provides the ability to organize, retrieve, playback,
annotate and share voice documents
Key Benefits Productivity: Share information quickly, seamlessly and
securely without the need to transcribe Accuracy: Capture the full interaction (tone of voice,
pauses, etc. ) to verify exactly what was said and by whom, eliminating miscommunication errors
Risk Management: Document phone-based transactions to minimize liability risk and ensure regulatory compliance
Customer Retention: Gain insight into how customers are being treated, identify areas for improvement
The Right Choice for Call Recording
WWW.OAISYS.COMWWW.OAISYS.COM
Portfolio Overview – Tracer
Contact Center ManagementFeatures Same core feature set as Talkument, but with advanced
capabilities for quality assurance, real-time coaching and personnel development
Integrated live call monitoring with pause, rewind, fast forward and IM
Desktop video recording to audit PC use during calls Employee evaluations and quality reporting for proactively
developing personnel and monitoring service
Key Benefits Best Practices Identification: Increase revenues by
sharing/promoting strong sales techniques and reducing negative practices
Personnel Development: Easily establish performance standards and metrics for critical processes and systematically evaluate performance
Regulatory Compliance: Promote revenue protection, avoidance of penalties, fees and negative publicity
The Right Choice for Call Recording
WWW.OAISYS.COMWWW.OAISYS.COM
ShoreTel TAPI
Telephony Application Programming Interface that combines capabilities of the UC platform with other applications
Provides data which can be used to assign permissions, start/stop recording, and deliver search results
Also allows for desktop integration or desktop video recording, tagging, and CRM application integration
The Right Choice for Call Recording
WWW.OAISYS.COMWWW.OAISYS.COM
Connection Options
Trunk Side (T1, PRI, E1, Analog, SIP) Recording
Station Side Recording via Passive RTP Capture
Active VOIP Recording via TAPI-WAV
The Right Choice for Call Recording
WWW.OAISYS.COMWWW.OAISYS.COM
Trunk Side Recording
Provides cradle-to-grave call recording◦Automated Attendant◦ IVR◦ACD Queuing◦Voice Messaging
Preferred for organizations whose recording requirements are mission critical
The Right Choice for Call Recording
WWW.OAISYS.COMWWW.OAISYS.COM
Trunk Side Recording
All TDM trunks (PRI, E1, T1, Analog) can be monitored using TAPI
Provides trunk delivered data ◦Outside number ◦DNIS/DID◦Direction
Provides extension/agent information from the ShoreTel UC system
The Right Choice for Call Recording
WWW.OAISYS.COMWWW.OAISYS.COM
Single Location TDM Configuration
The Right Choice for Call Recording
WWW.OAISYS.COMWWW.OAISYS.COM
Multi-Site TDM Trunk Configuration
In an integrated trunk side environment, an OAISYS Appliance or Server is required at each location terminating trunks on which calls exist that should be recorded.
The OAISYS solution seamlessly networks up to 1,500 total connections
The Right Choice for Call Recording
WWW.OAISYS.COMWWW.OAISYS.COM
Multi-Site TDM Trunk Configuration
The Right Choice for Call Recording
WWW.OAISYS.COMWWW.OAISYS.COM
Trunk Side SIP Recording
TAPI monitoring is not yet available for SIP trunks from the ShoreTel UC
OAISYS solutions integrated directly to SIP can obtain the following data:
Outside party informationCall DurationDialed Inbound Number (DID or DNIS)
The Right Choice for Call Recording
WWW.OAISYS.COMWWW.OAISYS.COM
Single Location SIP Configuration
The Right Choice for Call Recording
WWW.OAISYS.COMWWW.OAISYS.COM
Station Side via RTP Capture
Record only while active on selected stations connected to a ShoreTel UC system
Connect directly to IP station traffic using passive RTP capture (port mirroring)
This method is not supported when encrypting voice traffic on the LAN
The Right Choice for Call Recording
WWW.OAISYS.COMWWW.OAISYS.COM
Station Side via RTP Capture
All Stations can be monitored using a TAPI connection to the ShoreTel UC
Provides trunk delivered data ◦Outside number ◦DNIS/DID◦Direction
Provides extension/agent information from the ShoreTel UC system
The Right Choice for Call Recording
WWW.OAISYS.COMWWW.OAISYS.COM
Single Location RTP Capture
The Right Choice for Call Recording
WWW.OAISYS.COMWWW.OAISYS.COM
Multi-Site RTP Capture
OAISYS solution deployment using station side connectivity across a distributed ShoreTel UC network by locating an OAISYS server or appliance in each location to tap the local IP network
The OAISYS solution seamlessly networks up to 1,500 total connections
The Right Choice for Call Recording
WWW.OAISYS.COMWWW.OAISYS.COM
Multi-Site RTP Capture
The Right Choice for Call Recording
WWW.OAISYS.COMWWW.OAISYS.COM
Active TAPI-WAV RecordingRecord calls connected to designated
stations on the ShoreTel UC systemAllows OAISYS software to request a copy
of the audio media for any given call directly from the trunk gateway
Eliminates the need for IP network configurations (port mirroring) and enabling seamless interoperability with encrypted voice communications
The Right Choice for Call Recording
WWW.OAISYS.COMWWW.OAISYS.COM
Active TAPI-WAV RecordingAll stations must be monitored using a
TAPI connection to the ShoreTel UCThe only notification to the OAISYS
software that a call is in progress in a TAPI-WAV environment is the TAPI CTI connection
OAISYS will be aware of trunk delivered data such as outside party number, DID/DNIS, and direction
The Right Choice for Call Recording
WWW.OAISYS.COMWWW.OAISYS.COM
Single Location TAPI-WAV integration
The Right Choice for Call Recording
WWW.OAISYS.COMWWW.OAISYS.COM
Multi-Site TAPI-WAV
A single OAISYS solution can be deployed to record calls via active TAPI-WAV in a distributed ShoreTel network
The OAISYS solution can support up to 200 connections in a single server, and can seamlessly network up to 1,500 total connections
Each route point has a maximum capacity of 200 active audio streams
The Right Choice for Call Recording
WWW.OAISYS.COMWWW.OAISYS.COM
Multi-Site TAPI-WAV Integration
The Right Choice for Call Recording
WWW.OAISYS.COMWWW.OAISYS.COM
Multi-Site NetworkingWhen recording multiple locations, OAISYS
can be seamlessly networked to provide a single image for all functionality
All administrative tasks for networked solutions can be performed through a single interface
Recordings can be stored locally at each location, or on a common NAS or SAN
The Right Choice for Call Recording
WWW.OAISYS.COMWWW.OAISYS.COM
Solution Scalability
OAISYS Recording Appliances Off-the-shelf single, rack-mountable 1U appliance Capable of interfacing with up to two digital trunk
circuits or up to 48 PBX endpoints using some form of IP recording
Supports storage up to approximately 56,000 hours of recordings
OAISYS Recording Servers Built-to-order server base system, scalable up to
192 ports Suitable for installations requiring advanced fault
tolerance and data protection capabilities Accommodates storage from approximately 56,000
up to 200,000 hours of recordings Recordings can be archived to DVD or across Local
Area Network to any desired data storage platform
The Right Choice for Call Recording
WWW.OAISYS.COMWWW.OAISYS.COM
Questions?OAISYS Sales Engineering
SE@oaisys.com888-496-9040 option 3
Recommended