peak communication products

CALL RECORDING

Communication Manager-Witness Contact Store

With Witness Contact Store, you can capture customer interactions automatically, or you can simply press a button to record selected calls. With rich integration to Avaya's Communication Manager, Contact Store makes recording easy because it can be used to record calls either on IP or traditional phones (using the same recording system). The captured phone conversations can then be searched and retrieved using a variety of selection criteria. Witness Contact Store's tight integration with the Communication Manager utilizes Avaya's new development interface—the Communication Manager API.

Cost effective, scalable Web-based solution
Offers a single view of all customer contacts and a single point of administration
Simplifies Moves, Adds, and Changes by performing them through software configuration versus cabling changes to maximize flexibility and minimize costs
Runs on standard PC servers and operating systems
Does not require external CTI servers—eliminating the need for expensive infrastructure costs to support it

e-IVR™ Administrative Record-A-Call

Administrative Record-A-Call allows an administrator to record agent's calls in a variety of ways. An agent's next call can be recorded, or calls can be recorded in a pre-scheduled manner (by date and/or time "frames", or by sequence/ratio, e.g. every 5th call an agent makes/receives). Recorded calls are easily retrieved by agent/extension, date, and time through a Web browser interface. Recordings can be archived to CD or tape, or even forwarded as an e-mail attachment.

Administration is simple and GUI (Graphical User Interface) based
Recordings are transparent (no audible signals or noises, etc.)
Choose your recording options (ratio, pre-scheduled frequency by date and/or time "frame", etc.)
Web browser based interface for recordings retrieval
Runs on standard PC servers and operating systems
Choose your archive options (agent, date & time, etc.)