Phone Recording Software Products

The physical attachment points available for call center recording typically involve either the trunk side or the extension side of the telephony switch, and network connections for VoIP phone recording software systems. The extension side can be further broken down into analog (2500 style) and digital station sets, which often require an intermediate conversion. Attaching to the central office, or trunk side, of the call center telephone switch has a number of distinct and powerful advantages over other phone monitoring software:

1. The T1/E1 interface is standardized.
2. Special converters to record on the extension side of the switch are eliminated along with a substantial cost.
3. Mapping issues with regard to which extensions are configured and available for recording/monitoring are eliminated.
4. Issues with regard to tracking a call through various internal transfers are virtually eliminated.
5. Recording quality is optimum.
6. Installation and maintenance are greatly simplified.
7. In cases where total call recording is essentially a logging function, TantaComm DartLogger can control recording functions based on T1/E1 signaling, and label calls with information such as dialed number or calling party number. This process does not require switch specific CTI to control the recording process.
8. Finally, when CTI is available and extensive integration is desired with the agent desktop or other enterprise processes, trunk side recording will provide a powerful tool for naming, organizing and retrieving voice files.

Until recently, the cost of trunk side call recording was considered prohibitive from a cost standpoint and difficult to implement. TantaComm Systems has changed the status quo with the new Auditor platform, which provides up to 96 call recording channels in a single PCI card. Not only is the density high, but the compression is an impressive 4.8 kilobits per second, providing an improvement factor of 10 to 20 times over the compression rate of other phone call recording software products. All compression is accomplished in the latest digital signal processing hardware, in real time, resulting in a very reliable and compact system.

By combining TantaComm's Auditor and TantaSwitch CTI (computer telephony integration) phone recording software platforms, trunk side recording can be provided in an environment that looks extension-centric to the user. Essentially, recording can be driven from the agent workstation application, either via the desktop or server, with only the knowledge of the associated switch extension required. The creation and maintenance of programs to trigger and name voice files is simplified and dynamic. Some of the call recording scenarios include the following:

1. Recording starts when the call goes off-hook, ends when back on-hook based on trunk events.
2. Recording starts and ends under control of the agent application, and contains information copied from the data associated with the call.
3. Recording starts on command from the agent application (confirmation close for example) and terminates on on-hook event from trunk.
4. Recording starts with off-hook from trunk, and is cancelled from agent application when no record of the call is desired.
5. Call is triggered by trunk off-hook event, terminated by trunk on-hook event, and then renamed by an agent application when more information is known about the call.
6. Call is being recorded for a 100% compliance requirement, and an additional recording is executed for quality assurance, DartQA, purposes.
7. Call is being recorded for agent application and a QA requirement, and remote live real-time monitoring is also taking place concurrently.
8. Up to 20 simultaneous independent recordings or monitoring sessions, or combination thereof are provided by Auditor.

The flexibility of trunk side recording as provided through TantaComm's Auditor platform will accommodate almost any conceivable phone monitoring software requirement for quality call center monitoring and agent evaluation. Should a requirement exist to capture extension to extension calls within the call center, the same Auditor hardware can provide service observation via a T1 extension port on the switch.