Option 61c, Looking for Call recording/monitoring software

[Kaos99]

Have option 61c, looking for call recording & monitoring package. Can anyone suggest one that they have used with minimal problems?

 

[Tman45]

We use Tapit here - their new version is SQL based so it is essentially 'unlimited' for storage of call records. It was a bit of a pain in the past being access database based ... support is a bit 'iffy' though so maybe you want to go with something else. Tapit had Replay for call recording but we don't have that yet.
Most people will tell you to get Verint.

 

[loneWolf9]

We use Verint here.

Pro:
We rarely have to touch it.
They sell it in modules so you can pick and choose a little bit on what you want.
Even do screen capture on PC’s if you want (we don’t)

Con:
It is very expensive, as is the maintenance
Depending on what you want there can be multiple licenses needed per agent.

Just recently we added the WFM package to it as well for staffing.

If you run Contact Center, Avaya will sell you a Verint recorder that has been tweaked and rebranded.

We purchased ours before they started doing this, so it is standard Verint stuff.

 

[bigindian65]

agree, good product once kinks are worked out.

Mato' Was'aka

 

[Reynaud]

I am am assuming that you are looking for a completebsystem. I have in the past attached PollCat recorders on the a TTY port and processed the cdr records on my own. I have also pulled traffic records to run monitor the trunks. There are several reports that can be dumped on the pollcat that you can schedule from LD 2.

pollCat is a device sold by Western Telematics.

 

[trvlr1]

Atcomm have an on line service, they store all the records etc, all you have to do is provide a PC (nothing special) to send (FTP)the info to their site. You get multiple log ins to a website where you can run reports. You can specify any or all extensions, so you do not have to waste money for phones you do not need to monitor. They set up all the software, you just plug in the PC and set up the CDR stream from the PBX to it. It is a yearly expense, but gets you away from paying for upgrades to internal sotware etc. Very easy to use. If you have multiple sites, with different PBX/IP Manufacturers, they can roll all CDR in to one tool. I am sure there are other such services out there too.