TantaComm Contact Center Recording Software

 - DartSentry

Contact center recording has become a mission critical function at most service agencies and many corporate call centers. In fact, certain call transactions are rendered invalid if the service agency cannot supply a recording of the call. TantaComm Systems has developed a product, DartSentry, which conducts real time surveillance of the components required for proper operation of the digital contact center recording software platform and provides immediate feedback to call center workforce management if a compromise has been detected.

DartSentry is a Windows client that maintains a continuous network connection to the primary engines of TantaComm's digital recording processes, DartServer and TantaSwitch. DartServer controls the actual recording process, movement of voice files, and provides the interface to the recording application for the user. TantaSwitch is the computer telephony interface (CTI) between the user's telephone switch and the contact center recording process. This CTI call center management system provides events for each call by extension or ACD group and provides a powerful adjunct to the triggering, naming and disposition of telephone calls.

DartSentry monitors various parameters and status conditions in the hardware and software components of DartServer and TantaSwitch, and alerts the user to errors that rank either HIGH, MEDIUM or LOW severity. Such conditions include the following:

1. loss of network visibility
2. approaching disk limitations
3. at disk limitations
4. failure or error in the Auditor hardware
5. failure or error in the Auditor contact center recording software
6. an error resulting from a faulty command
7. loss of connectivity between the switch and TantaSwitch
8. loss of events from TantaSwitch to DartServer
9. resource error or limitation

In addition to the above alerts, DartSentry provides extensive logging which aids in problem resolution and trouble shooting procedures, with provisions for a segregated error log. Call center workforce management may monitor as many TantaComm nodes as desired, as long as proper network connectivity is available.

Once a problem has been detected, DartSentry permits the user a number of notification options, which include the following;

1. Pager notification
2. Email notification
3. Voice alert via .wav file
4. Net Messaging

The administrative call center management system functions of DartSentry permit the user to customize the level of severity for each error condition, the action taken for each error and the notification procedure for each alert desired. In practice this may mean a simple email when the hard drive has reached 80 percent capacity, but multiple pages with a custom alert codes when TantaSwitch can't connect to the switch computer telephony software.

DartSentry provides an added level of security to users with complicated or critical contact center recording requirements by providing immediate warnings of most recorder malfunctions. For more information contact sales at 800-444-8522 or use our contact form.