Agent Recording With BCM50 3.0

[danthephoneman]

Hi All,

Have a customer who has a BCM50 3.0 and they want the Contact Center Agents to record calls to a server off the BCM. Is this possible with 3.0? I see there is a Proffessional call recording feature in 5.0 and 6.0 not sure if it was available on 3.0. If anyone has any recommendations that would be great.


thanks

 

[danthephoneman]

I see a field for a SFTP location in the BCM50, is it possible using F989 to record to a server off the BCM?

 

[danthephoneman]

Found something about this in the networking guide, but there really is not much info on it.

It can't be just setting up a SFTP server to capture the call can it?

any help would be great!!!

 

[VoiceOfJoe]

We have found the F989 feature and Message Forwarding together work well for ad-hoc recording. Controlled through COS setting on mailbox.

We looked at voice recording options for our BCM450 last August. We presently are using a 3rd part recording product from DSS Corporation out of Southfield, MI. We have been using their product for years and is well supported. While this works well, the price point for recording is $1000 per digital set. For VoIP telephones, the price point was $500 per set. I priced the Professional Call Recording feature in BCM r5.0/r6.0 and it had a price point of $100 per set (digital or VoIP - didn't matter). When you have a call center with 50 agents, the costs begins to add up quickly. Trouble I ran into was I found NO supported 3rd party software solution. And PCR had a upper limit on how many simultaneous phones that can be recording at one time. I would keep an eye on PCR. I think over time, this might be a viable solution down the road. It wasn't for us at the time, but continued growth and price pressure might change our standard someday.

VOJ

 

[ECartman]

Are you using RCC for reporting on your agents ?

If so, you should check out the new RCC

http://www.rcc5.net

It has a feature for replaying recorded agent calls that are recorded by BCM

I have not used it personally. I have just read about it. But I'm sure if you give them a shout they shout be able to give you more info.

If you do get in touch with them, let us know as I'm curios about it too. Just haven't had a chance to delve into it as yet.

 

[danthephoneman]

Thanks for the input,

I am currently looking into different options,In the meantime could i use the sftp locations to send my recordings off the BCM?

 

[VoiceOfJoe]

Wow! I just checked out

http://www.rcc5.net

and I was impressed!
We use the iTEL supported IpView wallboard in our call center and have for close to 10 years. Didn't realize iTEL was working on a new version of RCC. I thought they just did wallboards. SO... if they are doing this, what's Avaya doing with the current RCC product (we are on 2.6.414.0.61)??

I just spoke to Gary Tamemoto, NA Sales for iTEL regarding the RCC 5.0 product. Learned that they have done the development, support and maintenance of the current RCC 2.5/2.6 product for Nortel and now Avaya. So buying into RCC 5.0 is not a off-the wall proposition. It's FREE also. Can't beat that. $200/yr maint is nothing.

VOJ

 

[danthephoneman]

Any input on using the sftp server option?

 

[ECartman]

Dan,

I think RCC5 might work with the SFTP option. Give them a call.

 

[danthephoneman]

Thanks for all the help guys, I contacted RCC5 today waiting for a response, I hope they can come up with something I am really under the gun here.

if any has any alternatives that would help also.