Teleplex Call Recording (Logging)

Feature	Benefit
Automatic rule-based    recording.  Rules define which particular calls (e.g., by ACD, team of    agents, etc., and what percentage of calls to record.	Simple, flexible setup.
Agent-initiated recording either by dialing a feature code from an extension phone, or via a  button-click in the agent-side application software.	Provides an alternate way of recording.
Use in TDM, IP, or mixed    environments.	Preserve your investment as you migrate to VoIP.
Recordings are stored in  standard "wav" files.	Play recordings with    familiar multi-media applications such as Windows Media Player.
Selectable audio formats    include TrueSpeech™, MS-GSM610, Dialogic/OKI ADPCM, ALaw PCM, and uLaw PCM.	Minimize disk usage or    maximize quality to meet your requirements.
Audio files are tagged with    key information such as the telephone number, Customer ID, Agent ID, etc., and tags are stored in a database.  Additionally, call data is    cross-referenced to the recording.	Easily locate conversations    relating to a particular customer, agent, etc.
A web-based application ("TPXSuper")    available to review and rank recordings.	Call Center clients as well as staff can review recordings.
Database-integrated backup    program ("TPXRB").	Simplifies data management.
Optional word and phrase spotting (under development).	Provides data mining capability to help    optimize Call Center management.

Call Recording is used in Call Centers, financial institutions, legal  offices, and by emergency services to record conversations with customers or  service users.  Recordings may then be used by for quality assurance or to  fulfill compliance regulations.

Three Ways to Record

1. Automatically record the percent  of calls you specify.  Additional rules are easy to apply, such as for  particular classes of inbound or outbound calls, a group of agents, and many  other possible criteria.
2. Control from an application.
3. Dial a feature code from an extension.

Review and Rank

Recordings can be reviewed and ranked for quality from an easy-to-use Web-based application, providing a great way to create training material for  new staff. 

And, if you are doing call center outsourcing jobs, your  outsourcing customers can review recordings over the Internet or a private  network from their own office.

Great Quality

Choice between minimum space versus maximum quality to suit your requirements.  However, because disk space has become so inexpensive, most customers opt for telephone quality.

Teleplex provides cost-effective Call Recording either fully-integrated into  a Teleplex-based Call Center system, or as a standalone recorder connected to a  legacy PBX.

Configurations

1. Teleplex-Integrated Recorder

   Most Teleplex systems can perform recording without additional telephony or  recording hardware.  All you probably need to add is the appropriate amount of disk space.

   While other solutions require that you connect extra hardware to each and every line that you want to record on, Teleplex can record on any line.  With Teleplex, you license just the number of channels that you need, and Teleplex connects the resources on-the-fly.  Teleplex therefore allows truly cost-effect call  recording compared to other externally connected solutions.

2. Standalone Recorder
   
   Teleplex can also be used as a cost-effect, standalone recorder connected to  a non-Teleplex telephone system.  Variations exist to connect to (1) analog extensions or trunks, (2) ISDN trunks, and (3) proprietary extensions based on line-tapping boards from AI-Logix. The latter variation taps into ISDN BRI lines, as well as various hybrid 2-wire and 4-wire extensions from Avaya, Ericsson, Fujitsu, NEC, Nortel, Siemens, Toshiba, and others. Recordings can be initiated via an API call in the  agent-side application.  Additionally, a growing number of PBX-specific libraries are available to enable automatic, rule-based recording.

Centralized Database

Recording information is stored in an ODBC-compliant database such as Microsoft® SQL Server™ or IBM® DB2®, either in your existing database or the database included with Teleplex itself, where you can manage and secure your important data.  Recording are cross-referenced by telephone number, customer, agent, and other criteria.

Disks Are Cheap

Recordings require 1.3KB to 8KB per second, depending on the recording format selected.  Systems supporting a large number of agents with heavy call recording  requirements typically use a built-in disk array or a Network Attached Storage  ("NAS") device. With the low price of disks these days, huge amounts of recording data can be kept online at low cost.