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The Right Choice for Call Recording WWW.OAISYS.COM OAISYS and Mitel: Call Recording Solution Configuration.

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Presentation on theme: "The Right Choice for Call Recording WWW.OAISYS.COM OAISYS and Mitel: Call Recording Solution Configuration."— Presentation transcript:

1 The Right Choice for Call Recording OAISYS and Mitel: Call Recording Solution Configuration

2 The Right Choice for Call Recording OAISYS Call Recording Platforms and Connection Options

3 The Right Choice for Call Recording Portfolio Overview – Talkument Voice Documentation Features 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

4 The Right Choice for Call Recording Portfolio Overview – Tracer Contact Center Management Features 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

5 The Right Choice for Call Recording Connection Options Trunk Side (Analog, TDM, and SIP) Secure Recording Connector (SRC) Passive RTP Capture TDM station integration Supports MiTAI Supports CCM and CSM applications

6 The Right Choice for Call Recording OAISYS and MiTAI MiTAI is a telephony API for the 3300 Monitor and control telephony for digital or IP phones, trunks (analog, TDM but not SIP), or ACD queues/agents Data used in call recording triggers, permissions and call searches Can selectively record secondary extensions or shared line appearances

7 The Right Choice for Call Recording 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

8 The Right Choice for Call Recording Mitel 3300 Controller Network Configurations

9 The Right Choice for Call Recording Single Audio Connection Point Single location, minimal capital investment Talkument or Tracer integration using MiTAI (except SIP) Supports any combination of analog and digital trunks, SRC proxy server, RTP capture or TDM station integration

10 The Right Choice for Call Recording Single Connection Point Configuration

11 The Right Choice for Call Recording Single Connection Point Configuration

12 The Right Choice for Call Recording Single Connection Point Configuration

13 The Right Choice for Call Recording 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

14 The Right Choice for Call Recording Multiple SRC Proxy Server Connections

15 The Right Choice for Call Recording Trunk Integration – Single Gateway OAISYS can support multiple 3300 controllers in a clustered environment Trunk integration is desired when cradle-to- grave 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

16 The Right Choice for Call Recording Trunk Integration – Single Gateway

17 The Right Choice for Call Recording 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

18 The Right Choice for Call Recording Trunk Integration – Multiple Gateways

19 The Right Choice for Call Recording IP Station Integration with Multiple Station Gateways 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

20 The Right Choice for Call Recording IP Station Integration with Multiple Station Gateways

21 The Right Choice for Call Recording 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

22 The Right Choice for Call Recording 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

23 The Right Choice for Call Recording Digital 3300 Station Integration 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

24 The Right Choice for Call Recording Digital 3300 Station Integration

25 The Right Choice for Call Recording Mitel 5000 Communications Platform Network Configurations

26 The Right Choice for Call Recording 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

27 The Right Choice for Call Recording Mitel 5000 IP Station Integration

28 The Right Choice for Call Recording 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

29 The Right Choice for Call Recording Mitel 5000 Trunk Integration

30 The Right Choice for Call Recording 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

31 The Right Choice for Call Recording Multiple Mitel 5000s Trunk Integration

32 The Right Choice for Call Recording 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

33 The Right Choice for Call Recording Digital 5000 Station Integration

34 The Right Choice for Call Recording 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

35 The Right Choice for Call Recording Q & A?

36 The Right Choice for Call Recording Thank You


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