Version history
Version 5.5
VOICE TRANSCRIPTION
New “Voice transcription” module is introduced which can be integrated with a 3rd party ASR engine to transcribe recorded calls.
Once the recordings are transcribed, PhoneUP provides:
SCREEN RECORDING
QUALITY MANAGEMENT
New “Voice transcription” module is introduced which can be integrated with a 3rd party ASR engine to transcribe recorded calls.
Once the recordings are transcribed, PhoneUP provides:
- Full-text search - to find the required recordings
- Text transcription within interaction player - to quickly scan a text rather than listening to the call
- The Filter Pane is improved to allow save filters for further use
- Full-text search query is included in the Filter Pane
SCREEN RECORDING
- Screen recording download available.
QUALITY MANAGEMENT
- Review scheduler improvements
- QM reports improvements
Version 5.4
Quality Management module:
- Questionnaire visibility rules
- Questionnaire calculation rules
- Drill-down feature makes QM reports interactive allowing you to expand/collapse the report content to examine it in details
- on-premise storage for Zoom Phone recordings
- role-based access
- audit trail
- retention policy
- media encryption
- Media encryption – to comply with PCI DSS and GDPR
- Monitoring tool
- Transcoding support in media lifecycle engine
Version 5.2
Quality Management module:
Integration with Audiocodes SBC
- Configurable questionnaires
- Review scheduler
- Agent evaluation
- QM reporting
Integration with Audiocodes SBC
Version 5.0
Platform
Searching and sorting recording
Playing Recordings
Lifecycle of media data
System Usage Reports
- supported OS: Ubuntu, RedOS, Astra Linux, CentOS, Red Hat, Alt Linux
- DB - PostgreSQL
- technology - Docker
- failover - cluster Docker Swarm mode
- support for geographically dispersed installation with multiple registrars/repositories
- Cisco - BiB
- SPAN/RSPAN
- importing records from third-party systems
- Supported codecs: G.711 a-law/mu-law, G.729, G.722, G.722.1, Opus, iLBS
- Cisco UCM
- CUCM Express
- Avaya Aura (SPAN)
- Any PBX with SPAN
- integration with AD (no SSO)
- role constructor
- access control to records at the operation level
- On recorder level and specific for user
- WAV/MP3 support
- recording rules
- mono or stereo
- minimum length of a conversation to record
Searching and sorting recording
Playing Recordings
- Simple player for fast listening
- Advanced player (wave form, sound balancing, speed control etc)
Lifecycle of media data
System Usage Reports
Version 4.16
Live monitoring and coaching module is updated with Finesse gadget for supervisor
Normally the quality management in a contact center is based on a call recording feature. Once the call is recorded a supervisor listens to it and evaluates the agent performance. This means that the agent has to make mistakes prior to be trained.
With the updated Live Coaching module you can coach your agents on the fly:
- the supervisor uses a Finesse gadget to view the agent calls live along with customer names,
- the "silent monitoring" feature allows supervisor to listen to the call live,
- when needed, a supervisor switches to the "whisper mode" and corrects the agent without customer hearing.
Besides that, PhoneUP 4.16 has the following updates:
- a channel-based licensing is introduced which does not require to configure every single line to be recorded - best for recording non-CUCM segments;
- AdoptOpenJDK (JRE 11) is integrated;
- external number masking is implemented to hide client phone numbers from agents;
- REST API allows to fetch recordings by Cisco Call ID.
Version 4.15
- PhoneUP x86 is announced end of sale; only x64 architecture is supported starting from PhoneUP 4.15
- Oracle JRE is replaced with AdoptOpenJDK 8
- Log4j is replaced with Apache Log4j 2 which allows to change the log level without restarting PhoneUP components
- PhoneUP is supplemented with Log Collector script to facilitate the process of collecting logs and improve the tech support
- Media life cycle engine is improved with monitoring features
- Phone number masking is supported for groups of users
- G722.1 support
- iLBC support
Version 4.14
- Integration with UCCE
- Integration with UCCX/UCCE allows to configure parameters to be extracted
- Encrypted calls (CUCM Restricted) recording support
- OPUS codec support