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CONTENTS
Contents ..................................................................................................................................... 2 What is a Call Recorder? ............................................................................................................ 3 Who needs to record calls and why? ......................................................................................... 4 Methods of Call Recording......................................................................................................... 6 Trunk or Extension Side Recording: which is most suitable for you? ........................................ 8 Recording calls from an IP switch ............................................................................................ 10 Recording Mobile Phones ........................................................................................................ 11 Storage and Archiving .............................................................................................................. 11 Which Solution? ....................................................................................................................... 12 Features and Benefits of the Storacall Recorder ..................................................................... 14 PCI DSS the Payment Card Industry Data Security Standards ............................................... 17 Pay as You Use Call Recording ................................................................................................. 18 Evaluate Agent Training Software ........................................................................................ 19 Glossary .................................................................................................................................... 20 Storacall Contacts .................................................................................................................... 22
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COMPLIANCE
FSA Recent changes to FSA regulations have meant that call recording is becoming increasingly commonplace within all companies subject to FSA regulation. This extends now to mortgage and insurance brokers. PCI DSS The PCI DSS is a set of comprehensive requirements for enhancing payment account data security, developed by the founding payment brands of the PCI Security Standards Council, including American Express, Discover Financial Services, JCB International, MasterCard Worldwide and Visa Inc. International, to help facilitate the broad adoption of consistent data security measures on a global basis.
TELEPHONE TRANSACTIONS
It has long been the case that any organisation taking financial transactions over the telephone have recorded their calls. The recent growth in telephone sales has been a major driver to call recording.
PERFORMANCE
The growth of the call centre has been another major driver for call recording. Most mid large call centres will have a call recorder (and possibly adjunct evaluation software) in place to help with training and development of call centre agents.
SECURITY
Many public institutions, particularly those with a high profile or controversial reputation opt for call recording.
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The Storacall Guide to Call Recording In short there are a huge number of reasons why an organisation might consider call recording if there is an opportunity for fraud, compensation or illegal activity, there is a need for call recording. In all circumstances it is crucial that calls are securely encrypted for storage, this means that calls cannot be tampered with or amended. Call recorders that do not provide secure encryption cannot be used for evidence, Storacall stores calls in a fully encrypted proprietary format.
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EXTENSION RECORDING
Sometimes known as station recording or handset recording, this kind of system records calls direct from the PBX handsets. In an extension recording configuration, calls are recorded from behind the PBX. This allows the recorder to record internal as well as external calls. There are three main extension variations namely Analogue, Digital or VoIP. If you opt for an extension recording system you are not likely to require any other kind of integration to the PBX such as SMDR or CTI. Extension devices are wide and varied with a multitude of vendors and devices that may be handsets, headsets, analogue phones, turrets, dealerboards, microphones and speakers. Details of devices supported by the Storacall recorders can be found on our website or a member of the sales team will be happy to discuss your requirements. The diagram below illustrates the basic configuration of an extension recording system. Note how the recording device interfaces directly with the PBX handsets (or headsets, turrets etc), rather than the PSTN trunk. Please note that no wiring goes directly to the handset, all connectivity is done on your PBX patch panel.
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IN SUMMARY
TRUNK RECORDING Pros Provides a full, blanket solution Tends to be less costly Easy to implement
Cons No extension info without integration Will not record agent to agent calls
EXTENSION RECORDING Pros Provides full extension information Records agent to agent calls Track calls cradle to grave with CTI
More advice on which solution you choose is covered in more detail in the Which Solution? section of this guide.
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WHICH SOLUTION?
As mentioned previously besides selecting the right number of channels, the single most important consideration when considering a call recording solution is deciding whether a trunk or extension side solution would be most appropriate. The guide below offers some tips and suggestions that will help you determine the best solution for your needs; Do I need to track transfer information? Some clients will require a cradle to grave solution that is capable of logging the details of call transfers, effectively tracking and recording the life of the call as it passes around the PBX. Do I need to record agent to agent calls? Some clients wish to record extension to extension calls to prevent harassment or for added security. If this is the case only an extension side solution will be suitable. This is also a useful training aid to see who has been asking what types of questions. Do I have a large number of trunks, but only a handful of agents that need recording? If your call centre is part of a larger corporate network, it may be financially beneficial to record only the agent extensions instead of blanket recording the whole business. If the answer to any of the above questions is yes an extension side solution should be considered. Other useful indicators to consider; A basic fact that is often overlooked is that extension side recording gives you the agents side of the call while trunk side gives you the customers side. Some clients may want to know what their callers are saying whilst in the queue or on hold (e.g. this hold music is driving me mental, why have I been holding for 20 minutes?). If this is a requirement, a trunk solution is needed. Conversely some customers want to know the types of questions their agents are asking of each other when callers are on hold (i.e. for training purposes). If this is a requirement, an extension solution is needed. Finally, this is such an obvious consideration that it is often overlooked but scalability is something that you should consider. A trunk side recorder will by definition handle an unlimited number of extensions this makes it very easy and cost effective for clients to add new users to their system, all you need to do is add the extension to the PBX and re configure the recorder to include the new entry. Copyright 2007 Storacall Voice Systems P a g e | 12
The Storacall Guide to Call Recording Adding new extensions to an extension side recorder will require engineering callouts and additional hardware and licensing, this can make it more expensive in the long term. So while there are no hard and fast rules, providing you have clear expectations and understanding of various call recording configurations you should be able to make a more informed decision as to which solution will not only fit your current requirements, but also your future ones. Storacall appreciate that this type of technology is going to form an integral part of your IT/Telephony infrastructure and will be only to glad to offer you our help/advice when you are deciding which solution fits your needs.
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WEBBASED INTERFACE
Unlike any other call recording platforms currently available, Storacall does not require customers to load any application software to your desktop or client PCs. The unique architecture of Storacall means that it runs just like any other web page and all a user requires in order to use Storacall is a browser. What this means is fewer maintenance overheads for system administrators and no clashes or problems with conflicting desktop applications.
date, time, channel, users name or extension call duration, CLI, dialled digits, notes or a combination of all saved searches allow you to create templates for easy call search and playback
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CALL EXPORT
Export your calls and then send copies to clients or store for training material.
AUTOMATIC ARCHIVE
Automatically archive calls to any NAS/SAN solution. ADVANCED VOICE COMPRESSION REDUCES STORAGE COSTS Storacalls industry leading voice compression technology significantly reduces network loading which in turn leads to radically reduced costs in archive storage up to five times less than other systems. Storacall maintains an impressively high standard of recording even at the highest compression rates, which means that you can significantly reduce your archive overheads with no discernable impact on playback quality.
Recorded calls are stored using 256 bit Blowfish algorithm symmetric block cipher for total peace of mind. Passwords are fully encrypted providing total security, you can set password cycle/renewal and the system administrator has a password recovery option.
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SOLID RELIABILITY
Storacall was designed from the outset using universally accepted open standards technologies. This, coupled with the adoption of 'offtheshelf' hardware components, means that the system is very straightforward to integrate and maintain and reliable in operation.
HIGHLEVEL EXPERIENCE
Storacall has been supplying systems and providing service to an impressive list of clients for over 40 years, including government departments, utilities and companies in the retail, manufacturing and service sectors. We supply solutions for a wide range of operations including call centre, help desk, contact centre and emergency services. Our experience gives us a special understanding of telephone call recording.
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NO HIDDEN COSTS
Storacall provide all the hardware and software required for recording and your system is covered by a maintenance contract for the term of your agreement. Even if you expand your telephony you will have no upgrade costs for the StoracallMR, the only price you pay after the initial setup and training costs are for the units of call recording you actually use.
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Unlike most reporting applications, Evaluate allows you to build an online assessment sheet with minimal effort. So that you can provide an objective scoring system Evaluate allows you to add scoring guides so that all supervisors/ assessors are using the same criteria to score calls. You can even highlight specific sections of the call using the bookmark feature allowing you to provide your agents with detailed feedback on their performance and training needs.
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GLOSSARY
CLI Caller Line Identification (CLI). This is the callers number which appears when your handset rings. CTI Computer Telephony Integration (CTI). A software module which allows a computer/program to completely control the phone system. Dchannel The channel in which the call data is sent in a digital system (digital extensions or ISDN trunks). DTMF Dualtone multifrequency (DTMF) signaling is used for telephone signaling over the line in the voicefrequency band to the call switching center. These are the tones you can hear when dialing out from your handset. HDD Computer hard drive. ISDN Integrated Services Digital Network (ISDN) is a circuitswitched telephone network system, designed to allow digital transmission of voice and data over ordinary telephone copper wires, resulting in better quality and higher data speeds than are available with analog "plain old telephone service" (POTS). LAN A local area network (LAN) is a computer network covering a small geographic area, like a home, office, or group of buildings. NAS/SAN Networkattached storage (NAS) is a filelevel data storage unit connected to a computer network providing file storage for network clients. PBX A Private Branch eXchange (PBX) is a telephone exchange that serves a particular business or office. PRI The primary rate interface (PRI) is a telecommunications standard for carrying multiple voice and data transmissions between two physical locations. All data and voice channels are ISDN and operate at 64 kbit/s.
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The Storacall Guide to Call Recording Europe, Australia and most of the world use the E1, which is composed of 30 B channels and one D channel. PSTN The public switched telephone network (PSTN) is the network of the world's public circuitswitched telephone networks, in much the same way that the Internet is the network of the world's public IPbased packetswitched networks. Originally a network of fixedline analog telephone systems, the PSTN is now almost entirely digital, and now includes mobile as well as fixed telephones. It is sometimes referred to as the Plain Old Telephone Service (POTS). SMDR Station Messaging Detail Record, a way to record activity in a telecom system, also known as Call detail record or (CDR). This information is used by call accounting software VoIP Voice over Internet Protocol, also called VoIP, IP Telephony, Internet telephony, Broadband telephony, Broadband Phone and Voice over Broadband is the routing of voice conversations over the Internet or through any other IPbased network.
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STORACALL CONTACTS
We will be happy to discuss your specific requirements or explain any of the options listed in this document, please call Storacall sales on 01932 710710 or contact your local sales representative from the list below, we look forward to hearing from you and hope you found this document of interest.
Carl Nancollas Northern Sales Executive. carln@storacall.co.uk DDI: 01932 710 762 Mob: 07740 673 857
Joe Jestico Southern Sales Executive. Joej@storacall.co.uk DDI: 01932 710 729 Mob07740 673 822 On the Web www.storacall.co.uk
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