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IP Office ContactStore™
Call Recording Search and Replay
Overview
Many businesses record interactions with customers, suppliers and other third parties. These interactions include enormous amounts of valuable information and insight that, if made easily available to the right people in your business, can help you improve the service you offer to your customers while improving operational efficiency and business effectiveness. IP Office ContactStore, available through VoiceMail Pro Call Recording, provides the ability to search and replay your valuable record-ed interactions.Capabilities
Search—Authorized users can use this browser-based application to retrieve calls based on search filters including start date/time, duration of call, name of the party calling, and the target or dialed number.Replay—To replay recordings, simply click on the buttons next to the calls listed on your PC screen and listen through your PC soundcard. You can graphically "see" into the call using the Energy Envelope feature and rapidly identify points of inter-est to review, such as a prolonged silence, or raised voice portions of conversations, in which the application points to oppor-tunities to improve call handling or productivity.
Export—With IP Office ContactStore and the proper security, you can quickly export recordings to non-system users. The sys-tem saves recorded calls as industry standard .wav files that can be distributed to anyone who can replay the file on a work-station with a Web browser and a media player. For example, a call from one of your top sales executives that illustrates the perfect up-selling call can be sent to the rest of your sales team for training purposes.
For more information about the ContactStore:
IP Office ContactStore - Requirements
Format
- Licensed module of VoiceMail Pro
- Software-only design; no proprietary hardware is required
System
Requirements
Requirements
- Any IP Office system running the VoiceMail Pro application
- VoiceMail Pro requires an Ethernet attached PC running Microsoft
Windows 2000/2003/XP Professional with Pentium 4, 2.8GHz or
higher with 256 MB of RAM minimum - When ContactStore is used on the same server as VoiceMail Pro, an additional 256MB of memory should be added to the above specifications
- When operating on its own server, ContactStore requirements are a Pentium 4, 2.8GHz or higher with 256 MB of RAM minimum
User Requirements
- A minimum of 20GB disk space is recommended to allow for at least 10GB of recordings (1000+hours of audio) to be held online
- Any telephone
- Internet Explorer v5.0 and higher
Capacities
- Unlimited with proper storage and/or automatic disk space management—oldest recordings automatically deleted as needed
Feature Detail
- Search and replay recorded calls via a PC and PC soundcard
- Visually "see" and listen to calls using the Energy Envelope
- Search Filters to find calls include: start date/time, duration of call, name of the party (through ANI, CLI, DNIS) at the time of the call, or the target or dialed number (DID)
- Intuitive, browser-based GUI for users and administrators
- Export recorded calls via email in .wav format to non-system users
- Call compression at a ratio of 4:1 (using G.726 16kpbs ADPCM compression standard) for efficient storage
- Optional archive management—recordings can be automatically written to a DVD+RW drive
