+ Recording Features

Configuration Options

+ Record has many options for agents a supervisors. For each agent, group or routing strategy the supervisor can set call recording for:

• Inbound Calls Only
• Outbound Calls Only
• Blanket Call Recording
• Selective & On Demand Call Recording
• Random Cal l Recording
• Call Quality Monitoring
• Easy Administration
• Archiving and Retrieval

With the random option the systems can be set to record a given percentage of calls at random. A further option called “Agent Selective” allows the agent to override the recording rules, either to cancel a call recording or save a call recording that would not otherwise have been saved.

+ Recording will record the whole call regardless of the time within the call when the agent selects the Save Call option.

Backup Service Manager

Backup Service Manager is responsible for the manual or automatic archiving of the call recording database. It can be configured to archive any recording older than a defined number of days. The backup service manager creates a logical volume on a designated hard disk of a pre-defined size. These volumes can be written to DVD, tape or archived using the standard backup policy.

Restore Service Manager

Restore Service Manager automatically processes all user requests to restore archived files that may be stored in the voice-recording data. It searches the defined network shares and DVD drive(s) for the requested file. If the file is found on the mounted drives, or on the current DVD volume, Restore Service Manager loads the file into a temporary buffer on the database, after decompressing it, and makes it available to the user. The data remains accessible for a configurable number of days. The file is automatically deleted when the lifetime has expired, but after each file access the lifetime of the buffer is restored to the original value.

If the file is not found on the mounted drives, or on the current DVD volume, a status message is displayed on the user, asking for the appropriate DVD volume to be loaded into the DVD drive. After the volume has been loaded, the status message prompt can be accepted and the recording is made available to the client.

Support for Multi Tenanted environments and modular storage solution

+ Recording includes functionality to segregate call recording where the customer is using contact Central in a multi tenanted environment. This means that all call records are stored in a separate tenant database thereby providing access level security of all call records for each tenant.

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