Call Center - call recording

[lmb2]

Is anyone out there currently using a call recording system to record calls from the 3300 LX ICP v7.1 with Hot Desk Agent and T1 resiliency enabled? This is a mid sized call center with a large volume of daily calls.

We are currently using Callrex which has worked fairly well for us up until their latest and greatest update and the implementation of resiliency.

So I'm looking for another solution...

 

[becca1jane]

I just looked into this a few days ago - On Mitel's website they mention VERINT, VoicePrint, and OAISYS as call logging/recording products to use on Mitels. I haven't had any experience with any of them....yet.

 

[nytalkin]

Verint works well now that all of the patches (Verint) have been applied

NO GOOD DEED GOES UNPUNISHED!

 

[MitelInMyBlood]

ASC Marathon Pro also highly recommended.

 

[lmb2]

I'm checking out these recommendations, thank you.

 

[Mitelmatt]

BIG NOTE

To fully support Hot Desking you need to use the newly release Secure Recording Connecter from Mitel. Also i'd suggest using this with ASC, they are Mitel's preferred one.

If you don't use the SRC with Hot desking there is the possibility of loosing calls if you move phones quite regularly.

 

[M1tel]

Callrex been using for years works well

 

[lmb2]

We have had really good luck with Callrex but when pressed to upgrade from 3.1 to 3.5 to enable remote storage the Teleworker recordings quit working. They did a custom build to get those recordings working again but only one side of the conversation is getting recorded. So now they are telling us to fully support Teleworker recordings we have to get the SRC.

From what I see here it would appear that the SRC is required for any type of automatic recording. So...guess we will have to conform.

 

[Mitelmatt]

The SRC is the only way to record encrypted calls. With the Teleworker you can't turn encryption off...for obvious reasons.... The Recorder connects to the SRC, which forks the media stream for the phones needing to be recorded.

You can record LAN IP phones via "passive" sniffing but now the SRC is out it's not really reccommended.

 

[Saywhat39]

Your best bet is to record on the trunk side. Oaisys is releasing their Mitai integration here in the next month. It is a very cost effective solution with a lot of functionality. The issue of course will be the resiliency. First off I would recommend that you upgrade to a 3300MXe redundant controller and version 8. This will increase your controller reliability to roughly 4 9's in a one controller config. The whole idea is to make the primary controller as robust as possible so you do not have to function in a resilient mode.

By tapping on the trunk side if the controller fails over the calls will still be recorded you will just lose all of the data that the phone system provides to the logger. Ext #, agent id, etc.

 

[lmb2]

The first phase of the system was purchased and installed in 2005 with the second phase going in in 2006. I don't see the CFO upgrading the LX to an MXe already. The current system has not yet fully depreciated.

At any rate, it looks like we will be sticking with Callrex. We've got their attention now and they are working on a solution for us.

Thank you all for your input.