PhoneUP

Call and Screen Recording

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PCI-DSS compatibility notes

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
READ MORE



Use on IP phone and

embed into Cisco Jabber




Access and playback recordings on your IP phone and within Cisco Jabber.

Call and screen recording feature set

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

  • - "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

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

  • - 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

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

  • - 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

  • - 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

  • - admin can configure parameters to be fetched, eg agent name, queue ID, script name etc

  • - provides advanced web-interface to calls recorded with Mediasense

  • - a set of predefined reports about system usage

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

  • - playback recording
    - pause/resume recording
    - recording on demand
    - change recording mode (total or on-demand)

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