We are looking for a way to record our call center agents. We currently are using Voice Logger with our G3r switch - one problem is that each channel has to be hard wire to each port where the agent is - so everytime the call center plays musical chairs we have to repunch down everything. We are looking for a solution that would sit in front of the PBX and give us more flexability. My last job we had Click2Coach from Envision that worked pretty well - but it integrated with the PBX via the MapD card. Where I am now, we do not have the MapD card and from what I am told Avaya no longer supports or license them. Any ideas/suggestions? Thanks.
Tek-Tips is the largest IT community on the Internet today!
Members share and learn making Tek-Tips Forums the best source of peer-reviewed technical information on the Internet!
-
Congratulations SkipVought on being selected by the Tek-Tips community for having the most helpful posts in the forums last week. Way to Go!
Call Center Recording Solution
- Thread starter taylorjr
- Start date
mikeydidit
IS-IT--Management
The two major ones I hear kicked around in here are Witness and NICE. I am sure someone can come along with more on these that I can but I looked into the NICE solutions not too long ago. They seemed to be a really nice (no pun intended) system. These can also be made to be expandable for growth.
Like I said, I am sure that some of our call center people will chime in for you with what they use.
"A people that values its privileges above its principles soon loses both."
- Dwight D. Eisenhower (1890-1969), Inaugural Address, January 20, 1953
For the best response to a question, read faq690-6594
Like I said, I am sure that some of our call center people will chime in for you with what they use.
"A people that values its privileges above its principles soon loses both."
- Dwight D. Eisenhower (1890-1969), Inaugural Address, January 20, 1953
For the best response to a question, read faq690-6594
Teleformix has a product called ECHO. Check them out at
- Thread starter
- #5
Thanks....and with the exception of ECHO, I have heard about the others....my biggest question in how do they integrate with the PBX. We want to get away from the Voice Logger and punching down each channel to a port - something that sits in front of the PBX and can be administrated easily.
- Thread starter
- #7
- Thread starter
- #9
- Thread starter
- #11
That would be nice but because of current budget and cost restrictions I don't see us upgrading at this point - so, would using a cti server take the place of the mapd? how would the cti server integrate with the g3r?
Thanks for all the information!
Thanks for all the information!
- Thread starter
- #13
No - that is fine. I appreciate anything you can tell me. I was told by one of our vendor that the cost of getting and provisioning a mapd card would be astronomical, so at that point we look at another solution they had - but to use it within the G3r platform we would have to punch down each channel onto the port/pair where the agent sits - meaning each time the department decides to move or add someone, we would have to move the punches. Time comsuming and not very efficient I think. Thanks again.
After seeing this post I remember investigating this really neat product that I was looking at a few years back with another company to capture their calls from the Call Center.
It's called HigherGround.
(Press Release)
This integrates really easy and needs no MAP-D Card.
This product cost way less than a Witness when I was researching out different products.
Have a look; I see that Avaya has approved this product.
"HigherGround’s Call Recording Solution Achieves Gold Certification in Avaya DevConnect Program"
LOS ANGELES, CA – October 1, 2008 – HigherGround, Inc., a premier software developer of call recording, data collection and reporting tools, announced today that its Praetorian Voice Recorder™ is certified compliant with contact center solutions from Avaya, a leading global provider of business communications applications, systems and services.
It's called HigherGround.
(Press Release)
This integrates really easy and needs no MAP-D Card.
This product cost way less than a Witness when I was researching out different products.
Have a look; I see that Avaya has approved this product.
"HigherGround’s Call Recording Solution Achieves Gold Certification in Avaya DevConnect Program"
LOS ANGELES, CA – October 1, 2008 – HigherGround, Inc., a premier software developer of call recording, data collection and reporting tools, announced today that its Praetorian Voice Recorder™ is certified compliant with contact center solutions from Avaya, a leading global provider of business communications applications, systems and services.
- Thread starter
- #15
Thanks PBXKID - do you know how it integrates with the PBX? The last product I looked at had to have each channel 'hardwired' to the port off the switch that the agents were on - and would be an admin nightmare if the department plays "musical chairs" all the time. Something that sits in front of the PBX is what we are looking for. Appreciate the post!
From what I remember the Server is set up as a Supervisor Set like a 6400 or the Old 8400 series and is connected to the PBX through a Digital Station Port. It then does a Service Observe on the sets out on the floor. Things could have change over the past 5 years; I would suggest you do a little research to see what technology they are using now. It could have improved judging from the press release.
Good Luck
Good Luck
- Thread starter
- #17
Service Observe is the way most of the systems work these days. They still require a MAP-D or AES server to tell the system port when a call starts and stops so it knows who and when to service observe. Hardwire like you have OR cti are probably going to be your only options.
-CL
-CL
- Thread starter
- #19
mapd = old cti method pre R13ish
AES = new cti method CM3 and later
The point was that you are going to need cti no matter what if you want a non-hardwire solution. They had cti for R10, it was called the map-d and that is your only option regardless of price/support. The R10 would also need to have ASAI CORE license in "disp sys cust". The other choice is to upgrade to CM5 and get an AES server.
-CL
AES = new cti method CM3 and later
The point was that you are going to need cti no matter what if you want a non-hardwire solution. They had cti for R10, it was called the map-d and that is your only option regardless of price/support. The R10 would also need to have ASAI CORE license in "disp sys cust". The other choice is to upgrade to CM5 and get an AES server.
-CL
- Status
