Call Center Recording Software

DartServer is the brains behind the call center recording process and ties the outside world into the machine level via the DartServer API (application programming interface). At the user level, the API provides all the functionality to record and process recorded voice files. At the machine level, DartServer, operating in Linux, controls the Auditor cards and the host CPU so that the correct audio is selected, compressed, moved into a file with a name created by the user and moved to another location for redundancy. DartServer simplifies the call center quality monitoring process and provides a user friendly interface for call center recording, playback and archiving.

The DartServer API has a total of 39 different commands which perform the following functions:

1. The basic start, stop, pause, resume and cancel related to record.
2. The naming of the voice file, up to 237 ASCII characters at start record
3. The renaming of voice files after the start of record
4. The download of files to any specific IP address
5. The playback and control of playback for voice files
6. Executing of utilities like stop, restart, reboot, logger and hardware status

All of the commands are issued as simple ASCII strings through a TCP/IP socket connection to the DartServer process from any platform with a TCP stack. Multiple connections are used quite frequently for added flexibility in the command and control structure. For instance, a CTI (computer telephony integration) process may identify a call being offered to an extension on the telephone system, and recording begins automatically. Assuming the call gets delivered to an agent with a computer telephony software enabled desktop application, additional information, such as a disposition code, may be appended to the voice file during or immediately after the call via script functions which links the data to the extension number of the phone. This provides for a simple method to track and sort calls based on critical information parameters used in call center quality assurance and monitoring.

DartServer has the ability of making up to 20 simultaneous recordings of any particular call. This permits multiple applications to reuse the same hardware resource with no increased cost. An example of this might be a compliance application that performs 100 percent coverage on a specific group of extensions, recording every call from off-hook to on-hook, and a call center quality monitoring application that records a sample of calls on the same extensions, but based on agent log-in ID. While these two applications are completely independent, both can use the same hardware via DartServer.

In addition to call center recording, real time call monitoring via LAN/WAN connections is a standard feature of DartServer. Specific extensions can be remotely monitored from any place on the network using a client program called DartMON. This process incurs a very small footprint on the network, 4.8 kilobits per second, and is secure in the sense that the DartMON client program is required to decode the files. This process co-exists with the recording process and can be invoked a number of times as long as the total for the recording and monitoring does not exceed 20. Therefore, multiple supervisory personnel can listen to the same agent on the same call in real time, via any connection to the company network.

DartServer has built in computer telephony integration (CTI) which is many cases will permit the user to bypass expensive switch enabled CTI. Processes within DartServer decode and track signaling information events within the T1 channel which indicate off-hook and on-hook events as well as dialed number, calling party number, customer premise billing number, calling party name and DNIS. A dynamic table is created within DartServer which associates the trunk with the information collected. A user can trigger a recording on-demand based on information known about the call. As an example, in an outbound dialing application, the dialer will know the dialed number, and can start recording of the call on the trunk by issuing a command to the DartServer in the form of "start record, phone number (1234567890), file name". In a standalone mode, DartServer makes all the control decisions based on telephony control channel information.

In a global sense, DartServer is the hub for all other TantaComm call center quality monitoring products and provides interoperability and coordination for the following:

1. TantaSwitch- is TantaComm's computer telephony integration-CTI to the major switch vendors (Avaya, Nortel, Aspect, Rockwell and Siemens) provides added flexibility, control and identification of calls based on extension, ACD group and agent log-in ID.
2. DartQA- is a comprehensive call center quality assurance, coaching and reporting platform for agent evaluation which uses DartServer to collect calls based on user defines schedules.
3. DartMP- is the playback control Windows client which allows users to sort and select calls for call center recording playback. DartMP includes a template builder which allows the user to customize search criteria for sorts on file names.
4. DartSentry- provides a mechanism to alert the user to any pending or current impairment to the recording process or infrastructure.
5. DartConnect-is TantaComm's ASP model for unattended, independent call center quality monitoring of service bureau calls by clients who desire improved visibility into the activities and call center productivity of the agents who represent their products.
6. DartMON, is the real time, live audio and video call center quality assurance tool which permits covert observation of agent screen activities and phone calls. Depending on the level of computer telephony software integration, DartMON can provide a display showing agent talk status, program or campaign.