Phone Recording Software Products

- Single Step Conference

TantaComm Systems provides a powerful tool for Avaya customers who have recording requirements for almost any type of calling scenario. Known as single step conference, this process uses the minimum amount of recording resources in a dynamic and targeted manner. TantaComm single step conference, SSC, uses this intrinsic feature of the switch and computer telephony integration (CTI) to connect recording resources into any desired call. SSC works on G3 and 8700 series switches which have MapD CVLan or AES CVLan installed and requires one or more T1 extension side ports for the recording hardware.

The basic process of SSC is relatively straightforward. The TantaComm recording platform, DartServer, and TantaSwitch, TantaComm’s CTI platform, work together to

set up a conference between the desired call and a recording port on a T1 extension provided by the user. TantaSwitch uses third party call control via Avaya CVLan to conference the recoding port into the call in question while the DartServer allocates its resources to record the call and compress the call to 4.8 kilobits per second. Calls are recorded from off hook to on hook.

TantaComm SSC has many powerful features which give our customers maximum flexibility in the call recording enterprise, including:

1. The ability to record any mix of analog, digital and VoIP phones.
2. The ability to record any location served by the switch: local, remote cabinet and off-site
    VoIP
3. Record all call (total call recording) scenarios.
4. Record on-demand, customer driven requirements.
5. Quality assurance recording.

By using TantaSwitch CTI integration with Avaya CVLan, users can specify certain agents, extensions or ACD groups for targeted recording, either in a total call recording application or a sampling approach as dictated by QA. User applications can also trigger session generated recordings using triggers in scripts knowing only the desired extension.

As an example of this flexibility, assume for the moment that you have a call center with 500 agents, 70 of which are tasked with the roll out of a new product, and your contract requires logging every call. Using TantaComm single step conference, logging of these calls can happen automatically, either by agent login or skill-set, regardless of where the agent sits and with no wiring changes out on the floor. Calls would be identified by date, time, agent login ID and ACD group.