Transcript Mitel Call Recording Solution Configuration PowerPoint

The Right Choice for Call Recording
OAISYS and Mitel:
Call Recording Solution Configuration
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The Right Choice for Call Recording
OAISYS Call Recording
Platforms and Connection
Options
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The Right Choice for Call Recording
Portfolio Overview – Talkument
Voice Documentation
Features
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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
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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
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Portfolio Overview – Tracer
Contact Center Management
Features
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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
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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
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Connection Options
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Trunk Side
Secure Recording Connector (SRC)
Passive RTP Capture
TDM station integration
Supports MiTAI
Supports CCM and CSM applications
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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/agents
 Data used in call recording triggers,
permissions and call searches
 Can selectively record secondary
extensions or shared line appearances
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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
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Mitel 3300 Controller Network
Configurations
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Single Audio Connection Point
Single location, minimal capital investment
 Talkument or Tracer integration using MiTAI
 Supports any combination of analog and
digital trunks, SRC proxy server, RTP
capture or TDM station integration
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Single Connection Point Configuration
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Single Connection Point Configuration
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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
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Multiple SRC Proxy Server Connections
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Trunk Integration – Single Gateway
OAISYS can support multiple 3300
controllers in a clustered environment
 Trunk integration is desired when cradle-tograve 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
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Trunk Integration – Single Gateway
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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
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Trunk Integration – Multiple Gateways
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IP Station Integration with Multiple
Station Gateways
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Recording 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
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IP Station Integration
with Multiple Station
Gateways
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Single Station Gateway with SRC
Resiliency
Multiple SRC proxy servers are deployed in
case of primary failure
 OAISYS can integrate with multiple SRC
proxy servers simultaneously
 Connectivity to single station gateway
controller is offered via MiTAI link
 CCM and CSM integration is supported in
this configuration
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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
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Digital 3300 Station Integration
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Digital station recording is supported on the
3300 with MiTAI integration
An RTS Box and NGX Board are required
One RTS Box supports 2 NGX Boards
The 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
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Digital 3300 Station Integration
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Mitel 5000 Communications
Platform Network Configurations
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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 MiTAI
 CSM and CCM are also available
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Mitel 5000 IP Station Integration
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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 MiTAI
 CSM and CCM are also available
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Mitel 5000 Trunk Integration
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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 stream
 Allows for one OAISYS recording solution
to record digital and analog trunks on
multiple Mitel 5000 platforms
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Multiple Mitel 5000s Trunk Integration
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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
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Digital 5000 Station Integration
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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
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To learn more, or to schedule a live
demonstration, please email
[email protected] or call us at
888.496.9040.
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