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OAISYS and Mitel:. Call Recording Solution Configuration. OAISYS Call Recording Platforms and Connection Options. Portfolio Overview – Talkument. Voice Documentation Features Creates digital media documents from business telephone calls - PowerPoint PPT Presentation
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The Right Choice for Call Recording
WWW.OAISYS.COM
OAISYS and Mitel:Call Recording Solution Configuration
The Right Choice for Call Recording
WWW.OAISYS.COM
OAISYS Call Recording Platforms and Connection
Options
The Right Choice for Call Recording
WWW.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
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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
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Connection Options
Trunk SideSecure Recording Connector (SRC)Passive RTP CaptureTDM station integrationSupports MiTAISupports CCM and CSM applications
The Right Choice for Call Recording
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OAISYS and MiTAI
MiTAI is a telephony API for the 3300 Monitor and control telephony for digital or
IP phones, trunks, or ACD queues/agentsData used in call recording triggers,
permissions and call searchesCan selectively record secondary
extensions or shared line appearances
The Right Choice for Call Recording
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Secure Recording Connector
SRC is software that facilitates the recording of Mitel encrypted voice streams by OAISYS
SRC provides central connection point for encrypted extensions to be recorded
Records encrypted voice streams, IC and peer-to-peer calls
The Right Choice for Call Recording
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Mitel 3300 Controller Network Configurations
The Right Choice for Call Recording
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Single Audio Connection Point
Single location, minimal capital investmentTalkument or Tracer integration using MiTAISupports any combination of analog and
digital trunks, SRC proxy server, RTP capture or TDM station integration
The Right Choice for Call Recording
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Single Connection Point Configuration
The Right Choice for Call Recording
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Single Connection Point Configuration
The Right Choice for Call Recording
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Multiple SRC Proxy Server Connections
Talkument and Tracer can integrate with one or more SRC Proxy Servers
If SRC Primary fails, phones will failover to SRC Secondary and OAISYS continues to record
The Right Choice for Call Recording
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Multiple SRC Proxy Server Connections
The Right Choice for Call Recording
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Trunk Integration – Single Gateway
OAISYS can support multiple 3300 controllers in a clustered environment
Trunk integration is desired when cradle-to-grave recording is needed
A single OAISYS solution can record all calls on trunks tied to a single 3300 even if those calls route to other controllers
This allows Mitel CCM and CSM integration
The Right Choice for Call Recording
WWW.OAISYS.COM
Trunk Integration – Single Gateway
The Right Choice for Call Recording
WWW.OAISYS.COM
Trunk Integration – Multiple Gateways
Multiple OAISYS servers are required to record calls on distributed trunks
Each OAISYS server uses MiTAI to connect to a local 3300 controller
All OAISYS servers network to a single master server which hosts a centralized SQL database and provides single point of login
The Right Choice for Call Recording
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Trunk Integration – Multiple Gateways
The Right Choice for Call Recording
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IP Station Integration with Multiple Station GatewaysRecording stations spanning multiple controllers
can use SRC proxy servers or Passive RTP Capture at each station gateway
OAISYS servers at each SRC/controller location are recommended
CCM and CSM integration is still available
Note: A single OAISYS server can connect to multiple controllers without MiTAI connectivity, but no outside party info or routing scenarios are available, and CCM/CSM integration is not available
The Right Choice for Call Recording
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IP Station Integration with Multiple Station Gateways
The Right Choice for Call Recording
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Single Station Gateway with SRC ResiliencyMultiple SRC proxy servers are deployed in
case of primary failureOAISYS can integrate with multiple SRC
proxy servers simultaneouslyConnectivity to single station gateway
controller is offered via MiTAI linkCCM and CSM integration is supported in
this configuration
The Right Choice for Call Recording
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Multiple Station Gateways with SRC Resiliency
Organizations with primary and secondary gateways can connect a Tracer server to each server
MiTAI integration is supported with both servers
All recorded stations MUST use the same controller as the primary gateway
CCM and CSM integration is supported
The Right Choice for Call Recording
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Digital 3300 Station Integration
Digital station recording is supported on the 3300 with MiTAI integration
An RTS Box and NGX Board are requiredOne RTS Box supports 2 NGX BoardsThe RTS Box takes 2 ports on the NGX
board to make one useful port (to support D channel)
12 keysets would need one 24 port NGX board
The Right Choice for Call Recording
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Digital 3300 Station Integration
The Right Choice for Call Recording
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Mitel 5000 Communications Platform Network Configurations
The Right Choice for Call Recording
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Mitel 5000 IP Station Integration
OAISYS products integrate seamlessly with Mitel 5000 systems
IP stations are recorded using passive RTP capture by monitoring ports between the 5000 gateway and the IP endpoints
OAI integration is used, not MiTAICSM and CCM are also available
The Right Choice for Call Recording
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Mitel 5000 IP Station Integration
The Right Choice for Call Recording
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Mitel 5000 Trunk Integration
Organizations requiring cradle-to-grave call recording will benefit from trunk integration
OAISYS recording solution attaches or taps directly to analog or digital (T1 or PRI) trunk lines coming off of the Mitel 5000
OAI integration is used, not MiTAICSM and CCM are also available
The Right Choice for Call Recording
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Mitel 5000 Trunk Integration
The Right Choice for Call Recording
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Multiple Mitel 5000s Trunk Integration
Two or more Mitel 5000 platforms can be networked using the CT Gateway
The CT Gateway will unify the OAI streamAllows for one OAISYS recording solution
to record digital and analog trunks on multiple Mitel 5000 platforms
The Right Choice for Call Recording
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Multiple Mitel 5000s Trunk Integration
The Right Choice for Call Recording
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Digital 5000 Station Integration
Digital station recording is supported on the 5000 with OAI integration
Beneficial for customers with more trunks than stations they wish to record
Enables recording of station to station calls on the 5000 platform
The Right Choice for Call Recording
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Digital 5000 Station Integration
The Right Choice for Call Recording
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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.COM
To learn more, or to schedule a live demonstration, please email [email protected] or call us at
888.496.9040.
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