Home arrow News
News Print E-mail

 

 

March 2010  

ADDCOM Call Recording for Cisco Unified Communications ciscopartnerlogo.jpg

 

As Cisco Systems extends its developer program for increasingly competitive unified communications, third-party solutions providers have new opportunities and choices for profit-generating products aligned with the company's best-in-class interfaces and tools. Cisco partner enterprises now enjoy more options than ever before to leverage Cisco Unified Communications solutions for strategic advantage that includes reduced total cost of ownership through optimised productivity. Cisco reseller partners look to ADDCOM powered by Cybertech recording solutions when recording is required. These companies consistently benefit from a partnership that reliably delivers a compatible recording architecture that is unsurpassed for its simplicity, quality and performance.

Best Fit for Unified Communications Solutions

A fully tested and rigorously evaluated member of the Cisco Developer Network, ADDCOM powered by Cybertech offers VoIP recording platforms for Cisco Unified Communications that are entirely interoperable within the IP Communications Solutions category. Cisco solutions providers consistently realise the benefits of partnering with ADDCOM powered by Cybertech for their quality and compliance recording requirements. ADDCOM powered by Cybertech offers best-in-class, non-proprietary, future- proof solutions that lower overall cost of ownership through flexibility and scalability. ADDCOM powered by Cybertech invests heavily in innovation that is delivered to new and existing customers to uniquely address challenges as they emerge. ADDCOM powered by Cybertech offers an optimum alignment for Unified Communications through:

• Flexibility - An open architecture is based on the MS Windows OS and the MySQL database. Open standards allow use of existing platforms to reduce costs for deployment and maintenance.

• Security and compliance - Products are equipped with the market's first 256 bit Rijndael AES audio encryption. Standard MD2 fingerprinting, with verification displayed upon call playback, afford call admissibility in court.

• Integration - All telephony protocols are supported. With open APIs, ADDCOM powered by Cybertech can easily integrate call recording into third-party applications.

 

 

March 2010  

NEW: ALCATEL/CTI for Active Passive Recording

ADDCOM powered by Cybertech Recording Solutions can now be integrated via CTI with the Alcatel OmniPCX Enterprise system. This new CTI-based connectivity facilitates Alcatel passive CTI Recording via CSTA and tapping cards and Alcatel active CTI Recording via a DR-Link PCM/2. For recording an Alcatel TSAPI server is required

and the relevant licenses on the ADDCOM powered by Cybertech Recording System. The active CTI recording method uses the DR-Link PCM/2 to do the following:

• Detect call activity of the recording targets

• Control which calls are recorded, by duplicating the audio streams to the Alcatel PCM/2 link

The passive CTI recording method also uses the CSTA link to detect call activity, and audio is captured using a passive tap at either a trunk or phone. For passive recording, two recording methods are supported:

• Passive CTI Set Side Recording

• Passive CTI Trunk Side Recording

Call data is transferred to the CTI server via the Alcatel TSAPI Premium Server. In case of Passive Trunk Side Recording the audio is recorded from trunks by means of an E1 Tapping card. The Passive CTI Trunk Side recording is supported independent of the phone type used (provided that this phone type is supported). In case of Passive Set Side Recording the audio is recorded from telephone sets by means of parallel analogue or digital tapping cards, and captured on the applicable ADDCOM powered by Cybertech Core Server or Satellite. Passive CTI Set Side recording supports all analogue phone types and the Alcatel digital extensions supported by ADDCOM powered by Cybertech (see connectivity sheet). The integration portfolio from ADDCOM powered by Cybertech is now even more complete with the additional CTI for Alcatel Active-Passive Recording alongside Cisco, Avaya, Nortel, Mitel and others.

 


   

New Software Release 5.4


Addcom Contact Solutions announce the General Availability of Release 5.4 of its CyberTech Recording Solutions (Callserve and RecorderLink Pro). This new release will add these additional, free of charge upgrade for V5.0, features to the recording platform:

  • New multi-tenant possibilities
  • Web based Server Configuration management
  • More export options
  • Improved database scalability
  • Next generation SNMP integration
  • Increased capacity in Screen Recording
  • New Evaluation Application Version 3


New features                        5_4_logo.jpg


Features & Benefits of these new features in Release 5.4:

   

Multi tenant

Feature:

 

On one Recording system create a User Administration per Company with complete separations from other companies on the same system.

Benefit:

 

Multiple companies' administration with its own users. 

   


Server Configuration management

Feature:

 

Instead on using separate installation files, Server Configuration Management is now completely web based.

Benefit:

 

Easy to make server configuration changes and restart services, all in the same web GUI.

   


Export

Feature:

 

Export of Alarms status/history to a csv-file.

Benefit:

 

The export of Alarm reports provides efficient & quick communication with  e.g. support department.

Feature:

 

Export of Black/White lists to a csv-file.

Benefit:

 

Checking the lists with Black and/or White listed telephone numbers s is simplified.

   


Database*

Feature:

 

Possibility to install database + services for database management on another Server.

Benefit:

 

Improved scalability and speed of Servers.

   


SNMP

Feature:

 

SNMP traps are extended and SNMP integration now supports V2c.

Benefit:

 

SNMP traps are now compatible with standard management systems and additional SNMP traps give improved information. The SNMP V2 community string is now supported.


 


Screen Recording

Feature:

 

More than 100 workstations per recording system & maximum 500 screens per system.

Benefit:

 

Improved stability and capacity.

 

 

New Evaluation Application version 3


Addcom Contact Solutions-announces the General Availability of the Evaluation Application version 3 as part of software Release 5.4 of its CyberTech Recording Solutions (Callserve and RecorderLink Pro). This new version of the Evaluation Application will add these additional, free of charge, features to this Quality Management tool:

  • Independent agent evaluation
  • Improved scoring rates
  • Advanced remark options
  • Extended edit period
  • Additional report types

New features


Features & Benefits of these new features in the Evaluation Application version 3:

   

Agent Evaluation

Feature:

 

An Agent can now be evaluated even if there is no call associated.

Benefit:

 

An Evaluation can also be started even if there are no calls (yet) recorded with this Agent.

   


Scoring

Feature:

 

Scoring is now from 0 (zero) to 100% instead of starting with 1 as minimum.

Benefit:

 

The scoring is more accurate and according to standard scoring methods.

   


Editing

Feature:

 

Evaluated calls could not be edited after a certain period. The new optional 'infinite edit' period allows Evaluations to be edited without any time limitations.

Benefit:

 

Even if a project is closed, the performed evaluation can still be accessed and edited.

   


Remarks

 

Feature:

 

A "hyperlink" can be added to the remark field of a call.

Benefit:

 

The hyperlink in the remark can be linked to another web-based application, for example an e-learning application, external website etc.

   


Reports

Feature:

 

A new Report type has been added which shows evaluation scored by question or section.

Benefit:

 

Scoring by question/ section can be quickly retrieved without the need to drill down first.

 

 

Release of Cisco Active IP recording


ciscopartnerlogo.jpgAddcom Contact Solutions announces the release and certification of Cisco Active IP recording.

Addcom offers several Cisco VoIP recording methods for the Cybertech recording platform: Passive, Gateway and Active. Each method is highly reliable, easy to install and economical in use. Each solution uniquely enables organisations to achieve the highest levels of flexibility, quality assurance and liability protection while supporting existing hardware and infrastructure.

After extensive testing and piloting, the Cisco Active IP recording solution is now available for general release.

From Addcom


ciscocompatiblelogo.jpgSoftware and documentation on Cisco Active IP recording is now available on this application.

 

More information


If you have any questions regarding any integration with the CyberTech Recording Solutions, please contact the Addcom Contact Solutions Sales Department:
- Telephone +61 2 8877 5600 or
- e-mail This e-mail address is being protected from spam bots, you need JavaScript enabled to view it

 

 

 
April 2009     


ADDCOM Call Statistics

Addcom Recording Solutions can also generate statistical reports using the data stored about the recorded calls. These statistics can be used to measure the efficiency of the organization and the utilization of the recording system.  The Call Statistics feature generates reports for:

 

  • Administrators: about utilization of the recording system, e.g. usage of channels and resources.
  • Managers: regarding the number of calls and average call length per user or user group.
  • Supervisors: by combining use of Evaluation Reports, supervisors of call centers can assess both the efficiency and quality of agents. 
To generate a report, parameters can be set, such as date span (max. 1 month back), user or channel groups, or one specific channel or user. Four types of report are available: Utilisation, Number of Calls, Average Call Length, and Hours on Call.   The Call Statistics feature offers call reporting functionality on recorded calls. It enables generation of a variety of reports on the recorded calls channel occupation. Each report has a drill down function that allows users to click on an area of the bar graph for a more specific report.
 

 





FEATURES & BENEFITS  
Major benefits of the Call Statistics feature:

  • Easy to use – a combination of pre-defined reports, in addition to flexible parameters, enable many different report types.
  • Cost effective – all data of recorded calls are already available in the recording solution; no external call statistics application is necessary.
  • Total picture – In combination with the Evaluation feature (Quality Monitoring), the Call Statistics application offers information on call quantity and duration; a total picture of call can be generated.
  • Integrated – Call Statistics is an integrated, free-of-charge application feature.



REPORT TYPES
Report types are:
  1. Percentage utilization
  2. Call volume
  3. Average call length
  4. Hours on call

A variety of parameters can be set to define the report output. A report can be based on users or on channels. From this choice, a number of individual users or channels can be selected. A report filter defines the reporting date span and defines a filter on call direction to be included in the report. Optionally, report data can be added to the graphical report output. A table may be added to the report with select values defining each reporting bar. It can be exported to an external application.

DRILL DOWN FEATURE
By using the drill down reporting feature, reports can be reviewed, and the source of low or irregular results can be found in just a few mouse clicks. In each newly generated report, the Go Back button allows the user to return to the previous report. Additional details such as the reporting interval and user information are shown when the mouse is hovered over a specific reporting bar.  

 


Example: For call statistics reporting based on the average call length per user group/channel group, the first report will show the average call length per user group/channel group calculated over the reporting time span. From the initial report, three drilldown reports can be made:
  1. By clicking on bar, a new report is generated displaying the details for this specific bar. The drill down report shows the average call length for the specific users/channels over the reporting time span. Per user/channel, a separate bar is shown.
  2. By clicking again on a bar, a new drilldown report is generated displaying the details for this specific bar. In this case zooming in on a user/channel displays the average call length per day.
  3. By clicking again on a bar, a new drilldown report is generated, in this example the average call length, for the specific user/channel, per hour.
 
[ Back ]