The "Record" module of the PhoneUP bundle is a robust call recording solution for Cisco UC environment. The list of Aurus clients who have already deployed the call recording solution includes contact centers that record up to 15,000 calls per day and companies with several thousand IP phones set up for recording.
Secured Records Archive
The web interface of records archive allows you to quickly find a required record not only by call date or employee name, but even by client name.
After finding a specific record you can:
- playback and download it;
- play it on your IP phone;
- play it during a current phone call enabling other participants to hear it.
When using the 'Record' module in the contact center you can record an agent's screen in addition to the call.
The module captures the agent's screen from the beginning of the call until the end of the wrap-up time. This gives you the complete understanding of the agent's skills and performance.
The screen recording feature is licensed separately.
Integration with UCCX
When the "Record" module is used in UCCX-based Contact Center, the archive will contain the name and ID of the contact center agent.
Also, the additional information about inquiries to the Contact Center (queue identifier, etc.) will be available.
Integration with Cisco MediaSense
When integrated with Cisco MediaSense the "Record" module provides convenient archive or recordings, access rights management and flexible recording rules.
Audio Notification about Recording
The module supports optional audio notification about the call being recorded. When configured, both parties hear the alert "This call is being recorded" at the beginning of a conversation.
The call recording solution is scalable and can be deployed by enterprises with geographically distributed offices.
Calls at each site will be recorded locally without loading communication channels between company divisions.
The module supports several call recording approaches:
- BiB (Build-in Bridge) - for IP phones with conference bridge embedded, including Cisco Jabber;
- SPAN/RSPAN - to record any SIP-endpoint registered to Cisco UCM;
- CUBE - to capture audio streams forked by Cisco Unified Border Element;
- MediaSense - to integrate with Cisco MediaSense.