The Right Choice for Call Recording OAISYS and ShoreTel: Call Recording Solution Configuration

The Right Choice for Call Recording

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OAISYS and ShoreTel:Call Recording Solution Configuration



OAISYS Call Recording Platforms and Connection

Options



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



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



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



Connection Options

Trunk Side (T1, PRI, E1, Analog, SIP) Recording

Station Side Recording via Passive RTP Capture

Active VOIP Recording via TAPI-WAV



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



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



Single Location TDM Configuration



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



Multi-Site TDM Trunk Configuration



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)



Single Location SIP Configuration



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



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



Single Location RTP Capture



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



Multi-Site RTP Capture



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



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



Single Location TAPI-WAV integration



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



Multi-Site TAPI-WAV Integration



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



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



Questions?OAISYS Sales Engineering

[email protected] option 3

Documents

The Right Choice for Call Recording OAISYS and ShoreTel: Call Recording Solution Configuration