Nortel CS1000 call recording

[wrathyimp]

Hi,

We have CS1000 with 24 analog trunks, We need to record calls on some users, without any interaction from the user or the calling party.

So what will be my requirements, if I need to contact my Nortel vendor.

Is there any 3rd party software, can i can integrate with Nortel, so i can record calls/voice of the users, that are to be tracked.

Need to track sale persons.

 

[pbxn]

First an foremost there's the legality of recording calls. You will need to add a some sort of front end message advising the caller that their call is recorded for quality purposes.
There's several products out there, think Call Parrott is one.

http://telstrat.com/

 

[bhassell2000]

I have used Call Witness on Nortel products with some success

Thanks,

Buddy

 

[wrathyimp]

Thanks for the CallParrot, now its Engage.

Any other products, apart from this, also, what modules do i need if i need to set it up with CS1000 PBX, from Nortel, any VoIP lineside licenses, or a module with software card.

 

[GTexx]

What kind of telephone sets are you recording? Digital or IP. We currently use ASC Telecom
(

http://www.asctelecom.com/english/index_e.html

)for our digital phones. We have just implemented NICE Perform (

http://www.NICE.com

) for VoIP recording. You will have to decide based on your budget what will be the best solution for you. There are a few all in one solutions such as IVR,Call Recording etc from some vendors. You will also have to consider how calls will be retrieved, stored/archived. You can also check out the NICE Systems Solution forum and see what other customers have to say about it. Good luck.

 

[wrathyimp]

We have IP phones, but the ones to be recorded are to be added to the PBX system, as they are direct analog lines.
We are looking for the best cheap solution to achieve the call recording.

Also please mention what are the requirements for our Nortel CS1000, to facilitate call recording using any solutions sucj as Nice, Witness, Engage etc.

 

[bigindian65]

AST Lics unless doing some trunkside solution.

Mato' Was'aka

 

[GTexx]

Wrathyimp, I can only elaborate on the NICE platform. You have a few options with NICE. If you are only recording analog then you'll probaly be looking for a dedicated recorder system which taps the connetion on the punch down block and connects to the recorder via a 25 pair amphenol cable.
If you were doing VoIP recording you can choose a single box solution or a NICE Perform system which includes 3 COTS server (1-application/webserver/sql; 1-VoIP Logger; 1-Network manager server). IP recording can be done on the CS 1000's using Nortel DMSIP (dual media stream)- for this the AST Feature, IAPG and ICR are required. Keep in mind that with release 5.5 and earlier only a maximum of 2 line keys can be monitored via DMSIP. The other option would be to span your network switched to send VoIP traffic to the logger this way you'll get total recording of the IP phone. You will also need some kind of CTI application server (Symposium Link/ Control Tool Kit) from Nortel/Avaya.
hope this info helps. good luck.

 

[matthardwick]

We plan to use something from Nortel, our vendor supplied it. We just refer to it as Nortel Call Recording or NCR.

After a quick Google; maybe this is what we have

http://www.nortel.com/solutions/ccvp/collateral/nn123140.pdf

Also in the UK, I was under the impression that only one party had to be aware of the calling - so you didn't technically have to annouce it to the end user because you were aware of the call recording.

 

[bhassell2000]

Have to program AST and IAPG with keys to be kecorded if I remember correctly

Thanks,

Buddy