Recall Product Description

Transcription

Recall
Call Recording
Solutions
Creating added value
For PBX
www.jusan.es | tel. +34 914 560 110 | fax +34 915 531 411 | [email protected] | © Jusan S.A. 2015
RECALL
PRODUCT DESCRIPTION
CONTENTS
1- INTRODUCTION ............................................................................. 3
1.1 Professional Call Recording ......................................................... 3
1.2 Architecture .............................................................................. 4
1.3 The Objective ............................................................................ 4
2- MAIN FEATURES ............................................................................ 5
2.1 Management Software: Local or Web based configurations ............. 5
2.2 Storage and Security ................................................................. 6
2.3 Alarms ..................................................................................... 7
2.4 Extension Identification .............................................................. 8
2.5 On-Demand Call Recording ......................................................... 8
3- THE RECALL RANGE ....................................................................... 9
3.1 Recall ISDN ............................................................................ 10
3.2 Recall E1 ................................................................................ 11
3.3 Recall Analog .......................................................................... 12
3.4 Recall SIP ............................................................................... 13
3.5 Recall CTI ............................................................................... 14
3.6 Recall Digital ........................................................................... 15
3.7 Recall IPX ............................................................................... 16
4- INSTALLATION REQUIREMENTS .................................................. 17
5- PROJECTS AND MADE TO MEASURE SOLUTIONS .......................... 18
6- VARIOUS EXAMPLES OF RECALL INSTALLATIONS ....................... 21
Ref: DP/Recall/eng/docs
© Jusan S.A - www.jusan.es
RECALL
PRODUCT DESCRIPTION
1- INTRODUCTION
A professional call recording solution is a modern day management tool that
brings real benefits to both small and large companies in all business sectors,
and is mainly used for:

Legal compliance with industry standards
(Emergency & critical services, public services, financial sector, …)

Error avoidance / resolution of disputes
(Contracts by telephone, bookings, orders management,
delivery information details, market research, …)

Training and Quality
(Telephone skills, Improve customer care service levels, …)

Security and Control
Confidential information, fraud detection, malicious calls, …)
1.1
telesales,
Professional Call Recording
Jusan’s experience in the development of value added solutions for the
telephony sector dates back to the 1980’s, and more specifically the call
recording range to the year 2005.
Since then more than 1000 Recall call recording solutions have been installed
(around 5000 ISDN, Analog, IP and Digital channels), across a large variety
of sectors and in more than 15 different countries, mostly in Europe and
Latin America.
Recall is a very complete range of solutions for all types of recording
(Blanket, Selective, On-demand), and for all types of installation.
 Recording of all calls (Blanket recording)
 Recording of some calls (Selective or On-Demand)
 Recording of trunk lines, or recording of PBX extensions
 Internal & external calls, inbound & outbound
 Multi-PBX and multi-branch solutions
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RECALL
1.2
PRODUCT DESCRIPTION
Architecture
All products in the Recall range are based on the same architecture.
or
Trunks (Basic rate, Primary rate, Analog, SIP)
PBX extensions (Digital, IP, Analog)
Recall Hardware Unit
Connected by: LAN or USB or LAN+CTI according to version
Configuration of hardware units
Storage of encrypted audio files
Recall Server software
+ SQL database
Multi-user access via web browser
Management Software
‘Recording Manager’
Search & Management software
for stored audio files (recordings)
All models are based on the Recall Server and an SQL database (included as
standard) for storage of all recordings and related data. Equally, the
associated web based management software is common to the full Recall
range, thereby enabling the combination of various Recall models in the case
of ‘mixed’ installations.
1.3
The Objective
The first thing to establish for any type of call recording installation is the
objective. What do we want to record? The recall range provides a variety of
alternatives.
Record all of the calls.
Record only some of the calls. For example:
 Never record, or only record certain extensions
 Only record inbound or outbound calls
 Only record during a specific time period, such as 10-12am
 Only record calls to mobiles, or calls from abroad
Record only a part, of some of the calls.
Start and stop a recording by:
 Clicking a button on the screen
 Keying in a DTMF code
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RECALL
PRODUCT DESCRIPTION
2- MAIN FEATURES
2.1
Management Software: Local or Web based configurations
All Recall models use the same management software (Recording
Manager) to search for, retrieve, listen to and generally manage (e-mail,
delete, add a category to, …) the stored recordings.
Recording Manager is a web based multi-user software application, included
with all Recall models, with restricted access levels for authorized users, and
which may also operate as a local configuration client-server application from
any network PC.
Recording Manager enables the creation of various access levels based on
the different search criteria and permissions in order to use/modify/delete
the audio data.
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RECALL
PRODUCT DESCRIPTION
Search Criteria
For the creation of reports Recording Manager incorporates a series of filters
which enable the audio file search to be defined according to the following
criteria.

Date and time

Assigned category

PBX extension

Dialed number)
(from the prefix to the full number)

Origin of the call (calling party)
(from the prefix to the full number)

Call type (inbound, outbound)

Call duration

Group or campaign
(When integrated with Fidelity Call Center)
Classification of recordings
The audio files may also be classified according to any previously defined
category.
This category may be a name related to the file contents (complaint, sale,
the associated campaign, etc) or simply a comment such as ‘listened to’ or
‘do not delete’, and may be used as a filter when conducting searches
Additionally the name of the called or calling party may be added and stored
with any recording.
2.2
Storage and Security
The Recall range offers unlimited storage of recordings & associated data, in
an SQL database with controlled access
 Various audio formats and compression codecs are supported: wav en
PCM mono, PCM stereo, True Speech.
 Encrypted .wav format using the Advanced Encryption Standard (AES)
guarantees security and confidentiality.
 SQL database included with all Recall models.

Built-in facility for the creation and recuperation of database back-up
files on external hard disk or DVD (in local configuration only)
 Optional integration with third party CRM and ERP solutions.
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RECALL
PRODUCT DESCRIPTION
Storage capacities depend both on the codec used and on the hard disk
capacity:
Codec
PCM (Stereo)
PCM (Mono)
TrueSpeech (Mono)
2.3
Bitrate (kbits/sec.)
128
64
9
Hours /Gigabyte
18
36
250
Alarms
All models in the Recall range are equipped with an alarms application which
looks after the smooth running of the recording system.
This application is installed in a different network PC and essentially watches
over the following:
 System inactivity (during the programmed period).
 Hard disk capacity. This alert indicates that memory is almost full.
 Database. This alert indicates that the SQL service is down.
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RECALL
PRODUCT DESCRIPTION
Recall Alarms is able to detect any error affecting the call recording system
and to notify this error in real time using the following methods:
 On-screen events window
 Immediate e-mail notification
 Text message notification (optional)
2.4
Extension Identification
Together with the recorded conversation Recall stores a variety of associated
including: calling party number, dialed number, type of call, date, time,
duration, etc.
Additionally, Recall is able to identify the extension associated with each
specific call. This process is automatic in models such as Recall Digital and
Recall IPX, but for the rest of the range requires either CTI integration or
decoding of the PBX SMDR output.
To obtain extension ID from trunk line recording,one of the following is used:
 CTI protocol (TAPI, CSTA etc)
 SMDR via V24 or TCP/IP
2.5
On-Demand Call Recording
Apart from the ‘Blanket’ and ‘Selective’ recording modes, the Recall range
incorporates an on-demand recording mode which may be undertaken in
various ways:
 User software interface. Start recording and stop recording buttons
on the user’s screen.
 Supervisor’s / Manager’s software interface. Start recording and
stop recording buttons for each extension monitored on the screen.
 DTMF codes which enable a yes/no filter in the case of blanket
recording in trunk lines. The user enters a code which depending on
the unit’s configuration will either preserve or delete that specific
recording.
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RECALL
PRODUCT DESCRIPTION
3- THE RECALL RANGE
The Recall range is made up of the following models:
Recall ISDN
Recall CTI
For Basic Rate
Interface - BRI
(digital lines)
For PBX extensions
(on-demand recording)
Recall Digital
For proprietary
digital extensions
Professional
Call Recording
Solutions
Recall E1
Recall Analog
For analog lines
and extensions
Recall SIP/IPX
For Primary Rate
Interface - PRI
(digital lines)
For SIP ext./trunks
and proprietary IP
extensions
Recall ISDN: For basic rate interfaces (BRI). Recording of all calls. Capacity
from 2 to 24 channels.
Recall E1: For primary rate interfaces (PRI). Recording of all calls. Capacity
from 30 to 120 channels.
Recall Analog: For analog trunks and extensions. Recording of all calls.
Capacity from 2 to 24 channels.
Recall CTI: For PPX extensions. On-demand recording (with start/stop
button). Capacity from 2 to 64 channels.
Recall Digital: For proprietary digital PBX extensions. Selective recording of
specified extensions. Capacity from 8 to 144 channels.
Recall SIP/IPX: For SIP channels and proprietary IP extensions. Recording
of all calls in SIP trunks and extensions, and selective recording for
proprietary IP extensions. Capacity from 4 to 64 channels.
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RECALL
3.1
PRODUCT DESCRIPTION
Recall ISDN
Recall ISDN is a plug and play solution designed specifically to record all calls
made or received via basic rate interfaces (BRI). Each unit has capacity for 4
BRI (8 audio channels).
Recall ISDN is made up of:
 A hardware unit connected in parallel to the ISDN adapter and to the
local network.
 A software application for configuration and database creation.
 A software application for the management of stored recordings.
Architecture
Specifications






Recording source:
Connection interface:
Capacity (channels):
PC server connection:
Type of Recording:
CTI license
Basic rate interface
T0
2 - 24
LAN
Blanket / Permanent
Optional (extension ID)
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RECALL
3.2
PRODUCT DESCRIPTION
Recall E1
Recall E1 has been designed specifically to record all calls made or received
via a primary rate interface (PRI).
Recall E1 is made up of:
 A hardware unit connected in parallel to the ISDN /E1 adapter and to
the PC server via USB.
Architecture
Specifications






Recording source:
Type of Recording:
CTI license
Primary rate interface
E1
30 - 120
USB
Blanket / Permanent
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RECALL
3.3
PRODUCT DESCRIPTION
Recall Analog
Recall Analog has been specifically designed to record all calls made or
received via analog trunks or extensions.
Recall E1 is made up of:
 A hardware unit connected in series to the analog lines or extensions,
and to the local network.
Architecture
Specifications






Recording source:
Type of Recording:
CTI license:
Analog trunks or extensions
Analog trunks or extensions
2 - 24
LAN
Blanket / Permanent
Optional (extension ID
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RECALL
3.4
PRODUCT DESCRIPTION
Recall SIP
Recall SIP has been designed specifically for the recording of all calls made or
received using SIP devices via Ethernet.
Recall SIP is made up of:
 An Ethernet mirror switch.
Architecture
Recall SIP may be expanded by purchasing licenses for the recording of
additional channels.
Specifications






Recording source:
Type of Recording:
CTI license:
SIP trunks or extensions
Mirror switch - 2nd LAN card in server
4 - 64
LAN
Blanket / Permanent
13
RECALL
3.5
PRODUCT DESCRIPTION
Recall CTI
Recall CTI has been designed above all to record PBX extensions on
demand. The different extensions to be recorded may be modified without
having to change the physical connections (cabling).
Recall CTI is made up of:
 A hardware unit connected to PBX serial ports.
(the same number of ports as simultaneous recordings required)
Recall CTI requires an operative CTI license for the PBX and the ‘Silent
intrusion’ feature to be activated in all extensions to be recorded.
Architecture
Specifications






Recording source:
Type of Recording:
CTI license:
PBX extensions
PBE analog ports
2 - 16
LAN
On-demand / Selective
Requires activated license
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RECALL
3.6
PRODUCT DESCRIPTION
Recall Digital
Recall Digital is an integrated solution designed for the recording of all calls
made or received via proprietary digital PBX extensions.
Recall Digital is made up of:
 A server PC equipped with audio capture cards.
Architecture
Specifications






Recording source:
Type of Recording:
CTI license:
Proprietary digital extensions
Internal telephone network
8 - 144
Integrated audio capture card
Selective
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RECALL
PRODUCT DESCRIPTION
3.7 Recall IPX
Recall IPX has been designed specifically for the recording of all calls made
or received via proprietary IP extensions.
Recall IPX is made up of:
 An Ethernet mirror switch
Architecture
Specifications






Recording source:
Type of Recording:
CTI license:
Proprietary IP extensions
Mirror switch - 2nd LAN card in server
10 - 110
LAN
Selective
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RECALL
PRODUCT DESCRIPTION
4- INSTALLATION REQUIREMENTS
Each Recall model has specific pre-installation requirements which are
summarized in the following table:
Server PC

Min. Pentium 2GHz, 2Gb RAM, DD SATA II. Operating system
Windows XP, Windows 2003, Windows 7, Windows 2008.

Dedicated USB ports and controllers (Recall E1 only).

2 LAN cards (Recall SIP and Recall IPX only).
PBX:

Activated/licensed CTI protocol (TAPI / TSAPI / CSTA).

Silent Intrusion feature, analog ports (Recall CTI).

CTI protocol or SMDR via V24 or TCP/IP for optional extension ID
(only Recall RDSI, Recall E1, Recall SIP and Recall Analog).
The server PC’s memory capacity must be dimensioned according to the
configured audio format: PCM (stereo) 18hrs per Gb or TrueSpeech 250hrs
per Gb (compressed).
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RECALL
PRODUCT DESCRIPTION
5- PROJECTS AND MADE TO MEASURE SOLUTIONS
Apart from the range of standard Recall models, Jusan is also able to supply
made to measure solutions which includes everything from the adaptation of
Recall to a specific user environment, up to the complete integration of Recall
with a call center, CRM, ERP, etc.
In the following pages we have included details of several examples of such
projects, developed for specific emblematic customers.
CUTCSA is a public transport organization based in Montevideo, the
Uruguayan capital. Cutcsa offers its customers more than 80 separate
destinations, and on a daily basis the company’s vehicles embark on some
10,000 journeys, covering more than 250,000 km.
As part of the company’s general ‘Quality Management Scheme’ a Customer
Support Center was set up with a modern computerized data system
providing users with all the necessary information regarding: routes,
schedules, ticket pricing, lost and found, claims etc
Part of this system included a call recording facility and to cover that
necessity an 8 channel Recall Digital, which records proprietary digital
extensions on a permanent basis, was installed.
However, Cutcsa employs an in-house CRM software in order to effectively
deal with enquiries made to the customer help center, and an extra
requirement of the project was to be able to use the ‘Customer ID’ field from
the CRM, in order to search among the recordings made by the Recall
solution.
To this end each operator’s PC was equipped with a relatively simple
software, which communicates with the server every time this field is
selected in the CRM (either when creating a new record or during editing). If
at that moment the associated extension is busy (and is therefore being
recorded), then the system copies the contents of the CRM’s ‘Customer ID’
field into the ‘Name’ field associated with this call in Recall’s management
software, enabling the CRM customer ID to be used as part of the search
criteria available to locate the recording.
18
RECALL
PRODUCT DESCRIPTION
Included among the different services provided by ASSE (Uruguay’s health
service administration) with headquarters in Montevideo, is the public health
ambulance service, with a fleet of some 300 ambulances which covers the
whole country.
The requirement was for a complete call recording facility to cover this
particular service (recording of radio between headquarters and ambulances
and all public telephone support), but which also enabled the monitoring of
these different channels on screen in real time, including the possibility of
listening in on any of the calls being recorded.
A ‘Recall’ call recording solution was subsequently installed with capacity for
the recording of 24 channels divided between radio communications and
analog trunk lines.
Jusan then developed a special Windows interface designed to enable the
real time monitoring of all 24 channels, providing basic call data and allowing
the user to click on any particular cell in order to listen to the conversation.
19
RECALL
PRODUCT DESCRIPTION
Neotec Comunicaciones based in Guadalajara in central Spain is part of the
network of authorized dealers for Spain’s largest telecommunications
operator, Telefónica. The company’s requirement was for an on-demand call
recording solution including a made to measure screen-pop interface, for the
handling of subscriptions relating to one of Telefonica’s TV + broadband +
telephony packages.
In this particular case the existing internal telephony infrastructure was
analog and consequently various Recall Analog units were installed, providing
direct connection to 32 extensions.
A simple software application was then developed and installed in all user
PCs such that the operator/agent could fill out the necessary caller’s details
(Personal ID, phone number & name) during the conversation.
This same screen-pop interface was also used to provide the operator/agent
with desktop buttons to start and stop the recording, so that only that part of
the conversation including the customer’s details and acceptance of the
contract, were actually recorded.
At the end of the call the data keyed into the screen-pop fields (Personal ID,
phone number and name) are then automatically converted in the name of
the audio file, thereby facilitating future localization of this file in Recall’s SQL
database.
20
RECALL
PRODUCT DESCRIPTION
6- VARIOUS EXAMPLES OF RECALL INSTALLATIONS
COMPANY
LOCATION
SECTOR
INSTALLED MODEL
ACUERDO
SERVICIOS
Head office Madrid
Legal Practice
Recall E1 + CTI integration
GRUPO ROXU
Siero, Asturias
Industrial Lifting
Machinery
(includes Recall RDSI & Recall Analog)
ANCREDIT
Madrid
Financial Services
Recall CTI + CRM software
integration
BSH ESPAÑA
Zaragoza
Household
Appliances
2 x Recall E1 (60 channels)
CORREOS DE
ESPAÑA
Madrid
Public Mail
Service
Recall Digital 16 ext.+ IPX 20 ext.
+ Cisco integration
BOLSA DE
BARCELONA
Barcelona
Financial Services
Recall Analog - For 30 trunks
SPANAIR
Madrid
Air Transportation
Recall IPX - 20 channels
LONIX INVEST
Barcelona
Energy
Distribution
Recall CTI - 4 channels
AYTO DE
SALOU
Salou,
Tarragona
Local Council
4 Recall RDSI + 2 analog
channels (radio) + Recall E1
BOMBEROS DE
SEVILLA
Seville
Public Sector
Recall IPX - 20 channels
CINQ SUR 5
Chartres,
France
Mobile Phone
Distribution
2 x E1 (60 channels)
+ CRM integration
CHARON
SEGURIDAD
Lisbon,
Portugal
Security
Recall Digital + recording
of radio channels
CLUB TRAVEL
Dublin, Ireland
Tourism
Recall SIP + Recall E1
with SMDR integration
21
34 channel mixed installation
RECALL
PRODUCT DESCRIPTION
–––
www.jusan.es
[email protected]
tel. +34 914 560 110
fax +34 915 531 411
© Jusan S.A. 2015
22

Recall Product Description

Transcription

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