BT Enterprise Voice Recording Solution

Transcription

1 BT Enterprise Voice Recording Solution The ultimate recording solution for today s growing business. Part of the BT Business suite of peripherals.

2 BT Enterprise Voice Recorder Overview. The BT Enterprise Voice Recorder suite of products and services aims at organisations that require and rely on Voice Recording to manage their business. The suite comprises a core recording facility where thousands of hours of recording are held on redundant, RAID configured hard drives, with the ability to archive onto DVD or any network device as required. In addition to supporting connection to PSTN and IP lines and extensions, the core EVR software supports password protection, a comprehensive call filter / search facility, user access profiles, live monitoring, call matching, of recordings plus a Real time monitoring system that can be set to notify BT in addition to system administrators when a monitored parameter is detected out of tolerance. In addition to the core offering, the BT EVR suite also offers many upgrade options including a Quality Monitoring module to assist users improve staff performance and customer service, a Compliance Module to allow users to meet PCI regulations and further upgrades relating to management reports, centralised storage and Call centre applications. BTEVR also supports Web Services that will allow the product to integrate with customer databases and applications and the BT EVR development team are able to create new, or amend existing software to tailor it for custom applications as required. A summary of the current and planned BT EVR suite of products and services is as follows :- Desktop Client Web Client Archive Module HTML Agent Reporting Speech Analytics Screen Capture Server Analogue ISDN 2 ISDN 30e Digital Extns PSTN Recording SIP Trunks SIP Extns Proprietary IP protocols IP Recording RTMS Monitoring Agent Evaluation Excel Reports Screen Capture Client BT EVR Core Features BT EVR Quality Monitoring Upgrade Options Line Side Recording Live Monitoring Call Matching Client - Server Architecture Std & Bespoke Templates Agent Analysis Client Std & Advanced Report Screen Capture Client BT EVR Server MS Server OS MS SQL Server Database RAID 1-5 Line & Data Server options Rack & Tower options BT EVR Compliance Upgrade Options BT EVR Upgrade Options Desktop Stop / Start Client DTMF Control Module Application Map Auto stop / Start Module Multi Recorder Central Archiving Call Centre Agent Login Client Mobile Phone Recording PCI Desktop Client PCI DTMF Control PCI Application Mapping Central Archiving Agent login Mobile Call Recording Contact your local account management team on or log onto for further details.

3 Why have Call Recording? Do you ever wish you could prove what was said or agreed? The BT EVR Call Recorder allows you to do just that. The range of options and easy to use software allows all calls to be captured and are ready to be played back or ed to help resolve misunderstandings or confirm exactly what was said and by whom. BT Enterprise Voice Recording - Benefits Query and Dispute Resolution. By providing the means to be able to established exactly what was said and agreed can assist greatly when things go wrong. BTEVR allows calls to be played back or ed as required. Protects staff. Callers are less likely to be rude and abusive when they know calls are being recorded. Training. The ability to playback calls can assist greatly when training new staff. One Stop Solution. BT offer their customers peace of mind by providing a complete end to end service to include the supply, installation, commissioning, training and real time monitoring of the system if maintained by BT as part of a one stop solution. Maintenance - BT offer 3, and 5 year maintenance options on all BT supplied and installed systems. BT Enterprise Voice Recording - Core Features BTEVR Admin Client + user customisation screen BTEVR Web Client main screen BTEVR Live Monitor - Classic View BTEVR Live Monitor - Active View Multiple client options. The system supports both desktop User ( simplified view/ options) Admin( full configuration view) and Web based clients. Simple, customisable, user interface. Allows easy access to recorded calls and customisation options to help users personalise their client. Users have access to simple search criteria via the easy to use icon based layout. Search Criteria. Allows users to search via incoming Callers Number (unless barred), Outgoing Dialled Number, DDI, Remark, Date and Time as standard. Live Monitoring. Allows authorized users to listen to live calls. Network Operation. The system is a client - server architecture so supports user control via any LAN configured PC. Universal Line support. BTEVR supports connection to Analogue, ISDN 2, ISDN 30e and SIP Lines and extensions. Real Time Monitoring. The system can be configured to monitor the performance in real time and send system malfunction alerts to BT and / or system administrators as part of a BT maintenance plan. PBX integration.* The BTEVR system can be configured to retrieve real time call details from the BT PBX system to allow search via extension or Agent ID. Server Hardware Options. BTEVR can be supplied in Rack or Tower versions as required. Configurable User Rights. User profiles can be created to determine entry passwords, and access rights to all software features. *Requires a valid CTI Pro or MiTai license installed and configured on the BT IP Office and MN3300 PBX s. The BT Quantum is not currently supported. your local account management team on

4 BT EVR Real Time Monitoring Service Overview or the RTMS System check parameters Continual Supervision. RTMS monitors the system and is designed to create periodic standard reports. System Alarm. Upon detection of an error the system will generate an alarm report providing details of the nature of the problem. notification. RTMS can be configured to send scheduled and alarm reports to BT or authorised recipients as required. Automated system maintenance. RTMS can also be configured to perform regular scheduled operations such as database re -indexing and backups. BT EVR Quality Monitoring Upgrades User created Evaluation Templates. BTEVR allows users to create their own Agent Evaluation templates using a standard format. This allows users the flexibility to create and amend as required. Bespoke AE templates. BTEVR also offers users the ability for BT to create bespoke templates as required. Evaluator Controlled Playback. Allows Evaluators to select a user / agent recording and control the playback using play, pause and stop controls whilst performing an evaluation Evaluator Controls. Evaluators are able to create, edit or delete an user / agent to be evaluated and the evaluation form as required. BT Standard AE template sample Custom AE Template BT EVR Reporting Upgrades Standard HTML Reports. BTEVR is designed to create generic agent evaluation reports in tabular HTML format to allow evaluators to compare and review historical performance as required. Sample HTML Report Standard Graphical Reports. From experience, supervisors and managers undertaking Agent Evaluations prefer to create reports in a format to suit their specific requirements. For this reason, the BTEVR supports the conversion of HTML report data into excel to allow bespoke reports to be created on demand. BTEVR Excel Report your local account management team on

5 BT EVR Screen Capture Upgrade Main Call Recording / Screen Capture overview screen. Screen Capture detail. Playback of on screen activity. Designed for users of customer databases. The BTEVR Screen Capture module records all on screen activity throughout the duration of the call. Verifies entries. By being able to review the on screen activity of agents or users, system administrators can easily confirm customer data entry is both correct and accurate. Synchronization with Call Recording. The customer call and on screen activity are recorded simultaneously, therefore allowing reviewers to verify both audible and visual content in a simple and easy manner. One Stop Solution. A dedicated server, installation, commissioning and training is supplied as part of the Screen capture solution. BT EVR PCI Compliance Upgrades 3 methods to choose from. The BTEVR allows users to select a desktop client, DTMF control via the BT telephone handset or automatic stop / restart control via supported desktop applications. Desktop Client. A dedicated client that allows users to manually stop and restart calls via the desktop client. It also allows notes to be entered that are then reflected into the BTEVR search criteria. DTMF Control. The BTEVR system can be set to detect stop and restart DTMF Tone commands generated by the user via the telephone handset. This allows an audible signal to be reflected back to the caller. Application Map. BTEVR can detect when a payment screen is opened and closed on a supported application* and can use this to stop and restart the call automatically. * A screenshot of the application is required to confirm compatibility. Samples of the desktop client, DTMF Control and Application Mapping PCI compliance solutions BT EVR Central Archive Upgrade Module Central Archiving Schematic Central Storage. Allows recordings from remote sites to be transferred* and stored in a central location to ensure compliance across a recording network. Remote Access to recordings. The service can be configured to allow authorized users access to both local and remote site access to recording. Complete Solution. Includes the supply and install of the central server, commissioning of remote site recorders + training. * Subject to transfer speeds and bandwidth capabilities of the customers network. V1.2 your local account management team on