PhoneUP

Call and Screen Recording

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Robust,

Flexible and Scalable




  • Configure Select which devices
    and lines to record;
    configure total or
    ondemand recording.

  • Record Record phone calls using active
    (Built-in Bridge or CUBE forking)
    or passive (SPAN/RSPAN) recorders.

  • Search and Play Search recordings by
    date, phone, client name;
    or integrate PhoneUP
    with your CRM.

  • Archive Use the recording lifecycle
    management feature to
    automatically transfer end-of-life
    recordings to an external NAS.

Screen Recording



Capture and store the agent screen
from the beginning of the call until the end of the wrap-up time



Distributed and high-load

Deployments




Choose between or combine single server,
distributed or high-loaded
deployment scenarios
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Call and screen recording feature set

  • Call recording

    - approaches: BiB / CUBE-recording and SPAN-recording
    - options: total recording, recording on demand, forbid recording
    - rules: by direction, by phone number mask
    - codecs: G.711 a/mu-law, G.722, G.729 a/b
    - formats: OGG, MP3, WAV
    - Extension Mobility support
    - recording pause/resume

  • Audio recording

    - "Dictaphone" - pushing a button on the IP phone turns it into Dictaphone
    - "Answering machine" - the call forwarded to the preconfigures line is automatically answered, the caller hears a voice prompt and then can leave a message which is recorded

  • Screen Recording

    - when using the 'Record' module in the contact center you can record an agent's screen in addition to the call

  • Records archive

    - comprehensive search/ group capabilities
    - filter builder supporting filter saving
    - recording metadata includes the name of external caller (for example, client name)
    - logical grouping of records
    - embedded player
    - playing records on IP phone
    - playing records into the current call

  • Records lifecycle management

    - migration between storages to optimize HDD usage
    - exporting to an external NAS along with meta-data or another PhoneUP instance

  • API

    - the client page in CRM may have the list of calls with this client embedded into the page
    - the speech analytics software may access PhoneUP database and extract calls filtered by date, agent, skill group etc

  • Security

    - secured web-interface with user authentication (login/password or domain authentication)
    - audit log to track user activity
    - access to records is configurable for users and user groups
    - audio notification about the call being recorded
    - email notification about new recorded calls

  • Integration with Cisco UCCX and Cisco Mediasense

    - record archive contains info from UCCX agent name, queue ID, script name etc
    - provides unified web-interface to calls made with Mediasense

  • System reporting tools

    - a set of predefined reports about system usage

  • High availability

    - failover deployments based on NLB and MSCS clustering
    - self-diagnostics tools and a set of pre-defined alerts

  • Flexible deployment scenarios

    - standalone deployment (all components on one server)
    - distributed deployment (a separate Recorded for each company site)
    - high-load deployment (with load balancing)