1 / 34

OAISYS and Mitel:

OAISYS and Mitel:. Call Recording Solution Configuration. OAISYS Call Recording Platforms and Connection Options. Portfolio Overview – Talkument. Voice Documentation Features Creates digital media documents from business telephone calls

fawzi
Download Presentation

OAISYS and Mitel:

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. OAISYS and Mitel: Call Recording Solution Configuration

  2. OAISYS Call Recording Platforms and Connection Options

  3. Portfolio Overview – Talkument Voice Documentation Features • Creates digital media documents from business telephone calls • Utilizes patent-pending OAISYS Portable Voice Document (PVD™) technology • Centrally stores voice documents on a secure network repository • Provides the ability to organize, retrieve, playback, annotate and share voice documents Key Benefits • Productivity: Share information quickly, seamlessly and securely without the need to transcribe • Accuracy: Capture the full interaction (tone of voice, pauses, etc. ) to verify exactly what was said and by whom, eliminating miscommunication errors • Risk Management: Document phone-based transactions to minimize liability risk and ensure regulatory compliance • Customer Retention: Gain insight into how customers are being treated, identify areas for improvement

  4. Portfolio Overview – Tracer Contact Center Management Features • Same core feature set as Talkument, but with advanced capabilities for quality assurance, real-time coaching and personnel development • Integrated live call monitoring with pause, rewind, fast forward and IM • Desktop video recording to audit PC use during calls • Employee evaluations and quality reporting for proactively developing personnel and monitoring service Key Benefits • Best Practices Identification: Increase revenues by sharing/promoting strong sales techniques and reducing negative practices • Personnel Development: Easily establish performance standards and metrics for critical processes and systematically evaluate performance • Regulatory Compliance: Promote revenue protection, avoidance of penalties, fees and negative publicity

  5. Connection Options • Trunk Side • Secure Recording Connector (SRC) • Passive RTP Capture • TDM station integration • Supports MiTAI • Supports CCM and CSM applications

  6. OAISYS and MiTAI • MiTAI is a telephony API for the 3300 • Monitor and control telephony for digital or IP phones, trunks, or ACD queues/agents • Data used in call recording triggers, permissions and call searches • Can selectively record secondary extensions or shared line appearances

  7. Secure Recording Connector • SRC is software that facilitates the recording of Mitel encrypted voice streams by OAISYS • SRC provides central connection point for encrypted extensions to be recorded • Records encrypted voice streams, IC and peer-to-peer calls

  8. Mitel 3300 Controller Network Configurations

  9. Single Audio Connection Point • Single location, minimal capital investment • Talkument or Tracer integration using MiTAI • Supports any combination of analog and digital trunks, SRC proxy server, RTP capture or TDM station integration

  10. Single Connection Point Configuration

  11. Single Connection Point Configuration

  12. Multiple SRC Proxy Server Connections • Talkument and Tracer can integrate with one or more SRC Proxy Servers • If SRC Primary fails, phones will failover to SRC Secondary and OAISYS continues to record

  13. Multiple SRC Proxy Server Connections

  14. Trunk Integration – Single Gateway • OAISYS can support multiple 3300 controllers in a clustered environment • Trunk integration is desired when cradle-to-grave recording is needed • A single OAISYS solution can record all calls on trunks tied to a single 3300 even if those calls route to other controllers • This allows Mitel CCM and CSM integration

  15. Trunk Integration – Single Gateway

  16. Trunk Integration – Multiple Gateways • Multiple OAISYS servers are required to record calls on distributed trunks • Each OAISYS server uses MiTAI to connect to a local 3300 controller • All OAISYS servers network to a single master server which hosts a centralized SQL database and provides single point of login

  17. Trunk Integration – Multiple Gateways

  18. IP Station Integration with Multiple Station Gateways • Recording stations spanning multiple controllers can use SRC proxy servers or Passive RTP Capture at each station gateway • OAISYS servers at each SRC/controller location are recommended • CCM and CSM integration is still available Note: A single OAISYS server can connect to multiple controllers without MiTAI connectivity, but no outside party info or routing scenarios are available, and CCM/CSM integration is not available

  19. IP Station Integration with Multiple Station Gateways

  20. Single Station Gateway with SRC Resiliency • Multiple SRC proxy servers are deployed in case of primary failure • OAISYS can integrate with multiple SRC proxy servers simultaneously • Connectivity to single station gateway controller is offered via MiTAI link • CCM and CSM integration is supported in this configuration

  21. Multiple Station Gateways with SRC Resiliency • Organizations with primary and secondary gateways can connect a Tracer server to each server • MiTAI integration is supported with both servers • All recorded stations MUST use the same controller as the primary gateway • CCM and CSM integration is supported

  22. Digital 3300 Station Integration • Digital station recording is supported on the 3300 with MiTAI integration • An RTS Box and NGX Board are required • One RTS Box supports 2 NGX Boards • The RTS Box takes 2 ports on the NGX board to make one useful port (to support D channel) • 12 keysets would need one 24 port NGX board

  23. Digital 3300 Station Integration

  24. Mitel 5000 Communications Platform Network Configurations

  25. Mitel 5000 IP Station Integration • OAISYS products integrate seamlessly with Mitel 5000 systems • IP stations are recorded using passive RTP capture by monitoring ports between the 5000 gateway and the IP endpoints • OAI integration is used, not MiTAI • CSM and CCM are also available

  26. Mitel 5000 IP Station Integration

  27. Mitel 5000 Trunk Integration • Organizations requiring cradle-to-grave call recording will benefit from trunk integration • OAISYS recording solution attaches or taps directly to analog or digital (T1 or PRI) trunk lines coming off of the Mitel 5000 • OAI integration is used, not MiTAI • CSM and CCM are also available

  28. Mitel 5000 Trunk Integration

  29. Multiple Mitel 5000s Trunk Integration • Two or more Mitel 5000 platforms can be networked using the CT Gateway • The CT Gateway will unify the OAI stream • Allows for one OAISYS recording solution to record digital and analog trunks on multiple Mitel 5000 platforms

  30. Multiple Mitel 5000s Trunk Integration

  31. Digital 5000 Station Integration • Digital station recording is supported on the 5000 with OAI integration • Beneficial for customers with more trunks than stations they wish to record • Enables recording of station to station calls on the 5000 platform

  32. Digital 5000 Station Integration

  33. Solution Scalability OAISYS Recording Appliances • Off-the-shelf single, rack-mountable 1U appliance • Capable of interfacing with up to two digital trunk circuits or up to 48 PBX endpoints using some form of IP recording • Supports storage up to approximately 56,000 hours of recordings OAISYS Recording Servers • Built-to-order server base system, scalable up to 192 ports • Suitable for installations requiring advanced fault tolerance and data protection capabilities • Accommodates storage from approximately 56,000 up to 200,000 hours of recordings • Recordings can be archived to DVD or across Local Area Network to any desired data storage platform

  34. To learn more, or to schedule a live demonstration, please email se@oaisys.com or call us at888.496.9040.

More Related