Call Recording/Symposium 5.0/Option 61C

[CTarv]

We are interested in having on-demand and random call recording available for our call center managers (mainly interested in voice capture right now, but could also be interested in screen capture). We currently have 90 agents altogether. We also may have a need to record non-agents. Any recommendations?

 

[bizkitchris]

check into callparrot by telstrat

its the ONLY recording solution that does not require half taps in the cross connect. Most systems allow for full time recording/scheduled recording/and record on demand for a per channel basis. Call Parrot is the only one that allows an on demand user the ability to go back and record from when the call first started or only from when they activate the record and forward.

Its also the only one that allows for virtual sets. You can build a virtual dn, then if an exec is doing a conf call and wants it recorded, they can conf in your virtual dn and have the call recorded. they tell you the time and date of the call and you can email them a wav file of their call.

 

[Tralfaz7698]

I use a system called eQuality Balance from Witness Systems. It can be set up to record random, on-demand, voice and or screen capture. It does not require half-taps, it has dialogic cards that emulate 2616 sets that are set up with the Agent Observe feature.

I have had it installed for several years and it is very reliable.

 

[rstew3]

I use Telstrat's CallParrot at a few sites now and have been very pleased.

If this is a Nortel PBX, with Contact Center 6, Nortel offers a solution as well that will have the ability to record the call center desktop apps. as well as the calls themselves.

 

[dowlingp]

Nortel have introduced Nortel contact recorder, this is a Witness based box that can do Bulk recording or Quality Monitoring (screen and voice capture) absolutely fantastic for an Ip site as it intergrates with CC6 and records the Extension number or pos Id can do both so any Ip extension can be recorded, not tried on TDM but have heard that this can be more tricky as an administrator would have to swap which extensions that is recorded as only a certain amount will go on each card.

 

[BellWest]

I have used eQuality from Witness and it does a good job. Also, if in the future need to do full time compliance recording you could add a Contactstore plus. At that time you would need to tap the lines. It can record line side or trunk side. It can use CTI and is compatable with analog, digital and VoIP.

 

[CTarv]

I appreciate all the responses. What are the ballpark figures for these solutions if you know? We're looking to possibly record between 40 and 80 agents.