Call recording question...dialogic know-how needed...

[Djarum]

I was given the task to get a call recorder for our 2, 40 person call centers( g3r and nortel 11..so I have to use analog)...was looking at voicetronix.com to build my own. I subsequently found a old dialer that had been retired and was able to scrounge the following boards
2 amx/81's
1 d/121b
1 d/41d
1 lsi/120

what i want to do is have a hunt group of "recording" lines that agents at both locations could "conference" in in order to verify information. These lines would need to start recording when picked up and stop when the line hung up. I could write the software to record the files to the hard drive, but I am wondering if the cards that I have could be used to accomplish this? And if there are any packages on the market that could simplify the recording on to the drive, for little or no cost?
Thank You,
Chet Dietz
cdietz@mercantilesolutions.com

 

[pansophic]

I have used the D/41H (roughly equivalent to the D/41D) to answer and record telephone calls. I used a 3rd party SDK, Visual Voice from Artisoft. They have since been purchased by Parity Software, and the software was too expensive for non-commercial use.

I took a short look at Envox, but it wasn't effective for my purposes. It may be for yours. It is simple to write a call flow procedure with its objects.

Good luck!
pansophic

 

[mattKnight]

Djarum
>what i want to do is have a hunt group of "recording" lines that agents at both locations could "conference" in in order to verify information. These lines would need to start recording when picked up and stop when the line hung up.

I assume that you intend that the agents will initiate the conference by either some key combination or hot key

I have some experience with call recording systems and would like to make a suggestion...

I would have a small application on each workstation that sends a message to the recorder when the agent clicks "record". I would then let the recorder initiate the conference as a "service observe" (barge in). The definity and Meridian do support that feature.

However, the problem with the meridian is that the recorder often requires a set emulation card to get this feature to work. These are not dialogics... so you may need to spend some $$$... The definity will also support service observe over a digital link (PCM30 I think)

However, I would suggest that you consider a "bought in" solution, as there are many other issue that you will need to contend with including
[ol]
[li] compression of voice data[/li]
[li] Cataloging of stored voice files[/li]
[li] Capture of data (Agent, time, ani, dnis etc)[/li]
[/ol]

I have personal experience of
Mercom Audiolog (

http://www.mercom.com)

They offer a PC based recorder that will be able to cover most applications
and
Freedom FT from dictaphone, which is a distributed system, that will rely on network storage.

If you want any more information , please post back


Take care

Matt