Crystal Gears. Crystal Gears. Overview:

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1 Crystal Gears Overview: Crystal Gears (CG in short) is a unique next generation desktop digital call recording system like no other before. By widely compatible with most popular telephony communication platforms, CG is the first Desktop recorder around the world that capable of recording any type of telephone set, Analog, Digital or VoIP. CG supports all telephone set's, analog, digital and VoIP, all you need is to install the CG software application on your computer and connect the interface modules (CG TDM Box for Analog & Digital phones or CG VoIP Box for IP phones) to the phone base, or even without any interface model for the recording of IP soft phones and some VoIP hard phones like Cisco 7970, 7941 and Yealink SIP phones that support the "Span to PC Port" feature. By simply installing CG software into your laptop or desktop PC, both installation and Maintenance are fully automated. All functionalities for traditional recording & monitoring system will be empowered; more than that, by interconnecting in "Crystal Distributed Recording Management Platform" it helps you to build a recording system by ignoring geography gap. 1

2 Why Crystal Gears To ensure compliance with increased strict regulations, customer service quality, employee productivity, sales Verification and business intelligence, Call recording system have become more and more popular and crucial to organizations worldwide. It has the same meaning to SMB business, SOHO, Multinational Companies and Home Agents. Obviously, Traditional server based recording solution is not applicable for their demands such as flexibilities, cost-effective, smooth upgradeability and centralized management for call recording system. Crystal Gears is the most progressive, ground breaking desktop call recorder available today in the market. With the integration of a number of cutting edge technologies, Crystal Gears empowers you to capture both IP and TDM communications with the same or even better degree of reliability offered by traditional server based recording system. Lowest Total Cost Ownership Crystal Gears is fully portable recording solution, without any expensive voice card, simply install CG software and CG Box, all telephony interactions together with a plenty of call information will be captured without any interruption. Fully Secured (PCI-DSS) File encryption basing on private algorithm Secured data transfer basing on SSL protocol (when using CG in Distributed Recording System) User defined password protection Recording can be paused and resumed in case of any sensitive data (In VoIP scenario) Easy Transition from Traditional Circuit-Switched telephony (TDM) environment to VoIP Migrates to VoIP recording at your own pace, if you use CG application to record your Analog or Digital phone set and you replace your phone set to VoIP type there is no need to buy new call recording system, just replace the interface module from CG TDM Box to CG VoIP Box or even no replacement in the case of soft phone and some VoIP hard phones to preserve your investment. With packet sniffing and signaling analysis technologies, Crystal Gears supports a variety of IP phones and IP PBX, like SIP, Cisco, Avaya, Alcatel, Tadiran, Nortel, Panasonic, NEC, Siemens, RTP etc Quickly locate your Recorded calls Freely combine up to 12 searching criteria to quickly find recorded audios Frequently used searching condition combination can be saved for quick search 2

3 Automatic Storage Management If you handle many calls every day it is crucial to save and archive those records in a neat and tidy way basing different operations. CG provides you an intelligent way to protect your records simply define the structure of your folder and file format of your recording files. Once you defined your own folder structure, call records will be saved according to predefined criteria. You can name the recording files in most philosophical way based on combination of few call information. Main Product Highlights: Highly secured solution Auto Login, Auto Hide - Enables users to define the CG to work exactly in the mode they want. PnP (Plug & Play), fully automated software installation and configuration Software switchable between TDM to VoIP telephone environment, smoothly migrate to VoIP environment, Significantly saves your investment Search engine by freely combining up to 12 searching criteria enables you to located the records quickly and precisely Instant Replay enables you to replay the call from the beginning while it is still recorded. Advanced recording file naming, you can self-define the format of your recordings exactly the way you want in a wellregarded, easy to understand way 3

4 User defined folder structure helps you manage record audios in well-organized order and avoid potential system risk User defined multi-language GUI Save calls locally or on the network server for Centralized monitoring and playback. Running on Microsoft Windows XP or Windows 7 Password protection Easy to use Graphical User interface (GUI). Compatible with any telephone set Records and save telephone calls on your PC hard drive in MP3, Microsoft GSM, Stereo PCM and PCM format. Automatically or manually recording for incoming and outgoing calls. Archive or saved files simultaneity to any hard drive or network drive. During a call, additional notes can be added to the automatic or manual initiated recording High performance compression to save disc space. Export to Excel (Call information only) Batch export to any user defined location (record files) Past Recordings can be ed as attachments and archived for future reference, all the call information (date, caller ID, notes ) will be add also and send automatically. Save recorded audio in MP3, Microsoft GSM and PCM in any user defined location Ability to Delete recording files Ability to defined minimum and maximum record length Ability to enter pre-defined user name and extension number which will appears in the database of every recording 4

5 Powerful Search Capabilities: Past Recordings can be found easily by using the integrated searching facilities: Search by Date & Time (From to) Search by Call duration (From to) Search by Notes Search by Remarks Search by Importance. Search by name (the user name that login to the system) Search by extension number (which the user enter manually) Search by Caller ID for incoming calls (for VoIP and analog line recording) Search by Called ID for outgoing calls (for VoIP and analog line recording) Search by Direction of the calls (for VoIP and analog line recording) Search by reference number Playback Files: Replay multiple records circularly or in sequence Play, Pause, Stop Easy navigation through calls (next, previous) Counter and Clock time on player slider Crystal Gears available in three versions: 1. Software only (for soft phone, USB phone and VoIP hard phone support "Span to PC port" feature) 2. With CG TDM Box (for Analog phones - Full call information, Digital phones - without CID) 3. With CG VoIP Box (for VoIP hard phone, full call information) 5

6 CG VoIP CG supports recording of almost all VoIP telephones, all you need is to install the CG software application on your computer and connect the interface module (CG VoIP Box) to the Network (Switch), phone base, and PC NIC Card, or even without any interface model for the recording of IP soft phones and some VoIP hard phones like Cisco 7970, 7941 and Yealink SIP phones that support the "Span to PC port" feature. CG VoIP box As a unique network device designed by CIS, CG VoIP Box acts as a convergence point of a Network allowing the transfer of data packet copies. CG VoIP Box duplicating the data packets received via one Port and makes it available to all ports, therefore allowing data sharing between all devices connected to this box. This feature is very useful as a way to record VoIP conversations. CG decodes the incoming data packets to reassemble the original conversations and record them. By widely interoperability to the most popular IP platform, CG decodes all kinds of VoIP protocol and extracts phone on/off hook events which will be translated into call recording start/stop trigger message, as well as call information like Caller/Called ID, Call direction, Call Parking, Call Hold for future search. CG VoIP Box support recording of PoE and non-poe phones Main Product Highlights: Self-detecting of both protocol and IP address for IP phones makes it easier to setup and configured (no need to have IT knowledge background) Widely support G.711, G.723, G.729, GSM, even G.722 which is more and more popular VoIP scenario Record Fully Secured - Recording can be paused and resumed in case of any sensitive data in VoIP scenario CG provides you Scenario Reconstruction technology to enable you to retrieve the multi-calls from the beginning to the end. No matter how many times the call has been held or conferenced Full call information support (caller ID, Called ID, call direction ) Supported IP platforms: 6

7 System Architecture in different VoIP Scenarios: VoIP Recording Scenario 1: When using softphone or Hard phones that support "Span to PC port" feature there is no need for CG VoIP Box (only software license), full call recording information will be capture (voice and data). Corporate LAN IP Phone with Span 2 PC PC with CG application VoIP Recording Scenario 2: Record VoIP hard phones with CG VoIP Box, full call recording information will be captured (voice and data) Corporate LAN IP Phone CG VoIP Box PC with CG application 7

8 CG TDM CG supports also recording of Analog and Digital Phones, all you need is to install the CG software application on your computer and connect the interface module (CG TDM Box) to the phone base. CG TDM box CG TDM Box is an interface adapter widely support both Analog (full CLID) and digital phone sets (recording from the Handset, voice activated recording) To be a total voice recording solution, CG has both voltage and energy detection capabilities. Featuring programmable voltage thresholds and loop reversal detection, the CG is easily configured to accommodate variations across analog networks. CG supports passive call recording on ground start and loop start analog networks. It has voltage thresholds self-tuning capability. Full Call Information Support (for analog phone) With built-in Caller ID/FSK detector of CG TDM Box, all call information including Caller/Called ID will be captured Voice Announcement Play voice announcement to incoming calls, to inform callers about telephone conversations being recorded. System Architecture in different Scenarios: TDM Recording Scenario 1: Tap Recording without any interruption, full call recording information will be captured (voice and data) PSTN Analog phone Line CG TDM Box PC with CG application 8

9 TDM Recording Scenario 2: CG supports handset connection approach to digital phone recording scenario. Without change any hardware or purchase software license, CG can be smoothly immigrated to digital telephony environment. Record all phone conversations by tapping on Handset, no call information. Handset Digital CG TDM Box PC with CG application 9

10 Distributed Recording System Management Platform Overview: As a member of CIS product family, Crystal Distributed Recording Management Platform provides you a cross-platform management solution, to access unlimited recording stations no matter if they are desktop recorder - CG or high density server based recording systems - CL (Crystal Live). With this platform, you can manage your team members / agents in the most intelligent way, and transform quality management with flexible call selection, streaming mode live monitor and a wealth of call statistics report. 10

11 The most secured system CL supports PCI-DSS (Payment Card Industry) Compliance guidelines by built on SSL data transferring, and categorizes the call as sensitive and restricted. This design gives you the ability to continue to record all calls (audio and screen if desired) for compliance and dispute resolution, while providing management of security at a user-level, with limitation of access to sensitive business data. Easily implemented and highly effective in any environment virtually, including TDM and VoIP, and across any number of locations ignoring the geographic gap No need to install any client application, you can quickly access to any CG or CL end points you want with any compute by bridging to Crystal Distributed Recording Management Platform central server. With CIS latest technology, no obvious network congestion will be experienced even you are access CG or CL end point via WAN. It means that all your agents/employees worldwide can be managed with Crystal Distributed Recording Management Platform without the restriction of bandwidth any more. From a secure Web-based interface, you can easily manage unlimited CG users; real time live monitoring, search and play recorded conversation anywhere. Rapidly Find Call Recordings from Numerous CG end points A plenty of searching criteria enable you to find the records rapidly and easily You can save your most frequently used searching combination for next query; it definitely saves your time, You can easily download any recordings by double clicking it into local hard drive or send it via Manage your Agents/Employees with Concept of Group and Role Your organization might have different groups, and different accessibility can be authorized basing on different type of skills of group instead of setting up per user; it's more convenient and time saving. Members belong to different groups might become together for a special project; the permission inherited from their groups might not be applicable for the new project, that's why we need to modify their accessibilities in the level of Role. With definition of Group and Role, no matter how complex your company structure and contact center operation is, you can easily manage all users easily and logically. Scheduling your Central Management basing on a User Defined Calendar Schedule recordings upload to Crystal Distributed Recording Management Platform central storage server for each CG and CL end points. Schedule the archiving for all recordings for each branch in orders basing on business rules, user groups etc. Schedule the recycling for your centralized archiving in case of no storage room. 11