IP OFFICE CALL RECORDING & CONTACT STORE
Voicemail Pro also offers 'Recording Services' which allow the automatic/manual recording of calls for a variety of applications, such as for training purposes or to monitor abusive callers. As standard, recordings can be directed to the called extension’s voicemail box or to any other mailbox for later retrieval. Alternatively, recordings can be
stored in a central database for retrieval through a Web based browser by using ContactStore for IP Office.
The system administrator can select whether all calls are required to be automatically recorded or just a selection of calls. Alternatively, calls can be manually selected for recording. If for any reasons resources are not available then a recording may not be taken (for example all Voicemail Ports are busy).
Voicemail Pro provides a number of methods for triggering the recording of a call.
Most of the settings and controls for automatic voice recording are accessed through the IP Office Manager application.
The proportion of incoming and/or outgoing calls that should be recorded and the time-period during which Voice Recording should operate can be selected.
The calls to and/or from a particular user can be automatically recorded. By default the recordings are placed in the user's mailbox.
The calls to a particular hunt group can be automatically recorded. By default the recordings are placed in the hunt group's mailbox.
An account code can be applied to a call by the user before it is made or during the call. One can also be applied automatically through CLI matching. Both incoming and outgoing calls which use a particular account code can be automatically recorded.
Account codes can be assigned to a call by ICLID/CLI matching. This allows recording to be based on a ICLID/CLI match.
For each user, hunt group and/or account code, an IP Office time profile can be used to determine when auto-recording is used.
Call recording uses the conference facility and so is subject to the conference restrictions of the IP Office system.
For some situations, it may be a requirement that call parties are advised that their call is about to be recorded.
This is done by switching on the Play Advice on Call Recording option.
IP Office Contact Store
The standard Call Recording facilities provided with IP Office and VoiceMail Pro can be extended further by using IP Office ContactStore.
IP Office ContactStore complements the voice recording capabilities, it stores and catalogs the recordings so that they are easily accessible for later retrieval. Any recordings that you instruct VoiceMail Pro to “send to the Voice Recording Library” are placed in a database.
IP Office ContactStore is provided with the VoiceMail Pro software CD set and has an inbuilt 45 day trial license. A fully featured IP Office ContactStore system can be installed and used for 45 days from the creation of the first recording.
After this time the system will stop taking recordings until a license is purchased and installed onto the IP Office.
IP Office ContactStore has a number of components, these are:
- An MSDE database into which details of all recorded calls are inserted.
- A browser-based call search and replay application.
- A browser-based system configuration and status monitoring application.
- Disk space management - Oldest recordings are automatically deleted as needed.
- Optional archive management - Recordings are automatically written to a DVD +RW drive.
To allow you to search for calls easily, the details of the recordings are stored within a MSDE database. It contains one record for each call recorded and additional records for each party on the call and the owner of the call. The information that is held for any recording is:
- A unique reference for the recording
- The start date and time
- The duration of the recording
- The name and number of the parties on the call—where this was available to IP Office (through ANI, CLI
or DNIS) at the time of the call.
- The direction of the call (incoming, outgoing, or internal)
- The owner of the call recording
- The target or dialed number, which may be different from the number that actually took the call.
Recordings within IP Office ContactStore are stored as .WAV files. IP Office ContactStore uses the G.726 16kbps ADPCM compression standard, which provides the best compromise between storage capacity and CPU loading.
IP Office ContactStore is designed to perform compression as a background task, which does not impact the systems ability to record, search or play other calls. It takes approximately 1 minute to compress a two hour recording.
The compressed recordings are stored as 16kbps G.726 format, storage requirements are therefore 8MBs per hour of recording.
The IP Office ContactStore suite can be installed onto the same server as VoiceMail Pro but must be loaded onto a separate partition. Alternatively, IP Office ContactStore can be installed on a separate drive within the same server or on a separate server.
IP Office ContactStore stores recorded calls with certain security in place. Access to recordings is strictly controlled according to the security constraints configured within the System Administration pages.
Each recording has an owner; the call owner is the number of the station that recorded the call. You can specify to which stations each user has replay rights; the user can search for and replay all calls “owned” by those stations. Typically an individual may be given rights to replay calls owned by their station number while managers may have rights to the station numbers of all of their staff.
Any hard disk has limited storage capabilities. Once the available hard disk space is used, older recordings will be deleted, overwritten by newer recordings. To keep copies of recordings or to protect the recordings in the event of failure/theft/destruction of the hard disk on the recorder or to provide longer-term archive and replay capability,
you can use a DVD +RW drive within the IP Office ContactStore server. With a DVD +RW drive installed in the ContactStore server, calls can be automatically archived. IP Office ContactStore requires the Nero DVD tools to write to the DVD drive. You must therefore use a drive that is supported by Nero.
If Nero is not bundled with your DVD drive, you must install it separately. Single-sided 4.7GB DVD +RW media are supported.
Alarms
The system will automatically generate alarms showing system warnings. Alarms are logged to IP Office ContactStore's database and held for a month before being purged. The administrator can define specific Email addresses for alarms to be automatically forwarded to.
The email recipient could be a local system administrator, a manned help-desk and/or suppliers' support desks if you have a support agreement that includes this facility.
The system sends an email message each time an alarm occurs or is cleared. It also sends an email once per day as a "heartbeat" to let you know it is still operating. Failure to receive the daily heartbeat message should be investigated; it could indicate that the server has failed.
Voicemail System Requirements
- Voicemail Pro and ContactStore:
When ContactStore is used on the same server as Voicemail Pro an additional 256MB of memory should added to the above specifications. In addition a minimum of 20GB disk space is recommended to allow for at least 10GB of recordings (over 1000 hours of audio) to be held online.
When operating on its own server the requirements are:
- Pentium 4, 2.8GHz or higher
- 256 MB of RAM minimum.
Attempting to run the voicemail server on a lower specification PC may cause degradation of operation.
DOWNLOAD CONTACT STORE BROCHURE
Below are a list of demo's, enabling you to see how the Contact Store works: (please note, these demos are flash .exe files and will need to be saved to your computer before you can run them)
Other IP Office Applications:
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