Transcript OAISYS_and_ShoreTel_Call_Recording_Solution_Configuration

The Right Choice for Call Recording
OAISYS and ShoreTel:
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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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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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
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Connection Options
Trunk Side (T1, PRI, E1, Analog, SIP)
Recording
 Station Side Recording via Passive RTP
Capture
 Active VOIP Recording via TAPI-WAV
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Trunk Side Recording
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Provides cradle-to-grave call recording
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Automated Attendant
IVR
ACD Queuing
Voice Messaging
Preferred for organizations whose recording
requirements are mission critical
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Trunk Side Recording
All TDM trunks (PRI, E1, T1, Analog) can be
monitored using TAPI
 Provides trunk delivered data
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◦ Outside number
◦ DNIS/DID
◦ Direction
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Provides extension/agent information from
the ShoreTel UC system
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Single Location TDM Configuration
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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
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The Right Choice for Call Recording
Multi-Site TDM Trunk Configuration
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Trunk Side SIP Recording
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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 information
Call Duration
Dialed Inbound Number (DID or DNIS)
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Single Location SIP Configuration
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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
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Station Side via RTP Capture
All Stations can be monitored using a TAPI
connection to the ShoreTel UC
 Provides trunk delivered data
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◦ Outside number
◦ DNIS/DID
◦ Direction
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Provides extension/agent information from
the ShoreTel UC system
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The Right Choice for Call Recording
Single Location RTP Capture
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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
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Multi-Site RTP Capture
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Active TAPI-WAV Recording
Record calls connected to designated
stations on the ShoreTel UC system
 Allows 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
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Active TAPI-WAV Recording
All stations must be monitored using a
TAPI connection to the ShoreTel UC
 The only notification to the OAISYS
software that a call is in progress in a TAPIWAV environment is the TAPI CTI
connection
 OAISYS will be aware of trunk delivered
data such as outside party number,
DID/DNIS, and direction
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Single Location TAPI-WAV integration
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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
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Multi-Site TAPI-WAV Integration
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Multi-Site Networking
When 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
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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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The Right Choice for Call Recording
Questions?
OAISYS Sales Engineering
[email protected]
888-496-9040 option 3
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