A line interface device for the tapping of PBX proprietary digital extensions is under development.

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1 Truelog is a computerised digital call recording system, designed for commercial and mission-critical applications. The system employs a scalable architecture which enables cost effective solutions from the smallest 4 channel system up to large enterprises handling many hundreds of lines. Truelog makes use of USB speech-monitoring / protocol-tapping interfaces to record voice communications on analogue and digital lines. The use of USB connectivity to the server (Universal Serial Bus) provides a number of advantages over traditional PCI technology usually found in similar professional systems. This includes a hot-swap capability which allows maintenance, expansion or reconfiguration to be performed without switching off or restarting the system. The system employs the following line interfaces:- Analog Interface (4 channels per module) Compatible with analogue PSTN, analogue extensions, radio circuits DTMF dialling detection capability for trunks, extensions and radio ZVEI tone decoding for radio identification FSK Calling Line Identification (CLI) detection for trunk & extension monitoring Room monitoring microphones & transcription software under development ISDN Primary Rate Interface (30 channels per module) Compatible with E1 PSTN or dedicated PBX links High impedance circuitry accommodates up to 100m distance to line tap (standard indoor cable) ISDN Basic Rate Interface (2 x So Bus / 4 speech channels per module) Compatible with So Bus NT - TE connections High impedance circuitry accommodates up to 100m distance to line tap (standard indoor cable) A line interface device for the tapping of PBX proprietary digital extensions is under development. The various line interfaces work together seamlessly to allow any combination of ISDN Primary Rate channels, ISDN Basic Rate channels and Analog channels to be connected to a server. A Truelog server is not limited in the number of channels it can handle, but is rated in accordance with the number of concurrent channels that can be recorded, up to 500. Above this, multiple server configurations permit scaling to any number of concurrent channels required. Truelog User Applications: Monitor - Listen in to live calls in progress Playback - Listen to recorded calls Maintenance - System setup and configuration Backup - Archiving module for backing up data to removable media AQM (Agent Quality Monitoring) - Optional module providing analysis tools for the assessment of call-centre staff 1

2 Monitor The Monitor application can be installed on any Windows (2000, 2003, XP) computer on the network. In a WAN environment, Monitor can connect to any number of remote sites and provide live streaming of calls in progress. With provision for VPN at a Truelog site, even a portable computer equipped with a 3G or GPRS data card can be used for monitoring live calls whilst away from the office. Only an internet connection is required (streaming at approx. 20kbps). Monitoring of multiple Truelog sites in wide area multi-office installations Selectable Trunk / Extension / Agent views, subject to user authorization levels Comprehensive live call information (outgoing dialled number, incoming calling number, call duration, extension number / name, trunk details) Trunk Monitoring In the above example, three tabs (Trunks, Admin, Sales) have been configured. The Trunks tab has been selected, displaying the status of each trunk channel. Click on the play icon on any channel to listen to the call in progress. P1.001 = Primary Rate ISDN Line 1, channel 1 P2.001 = Primary Rate ISDN Line 2, channel 1 B01.A = Basic Rate ISDN Line 1, channel A Example B03.B = Basic of Extension Rate ISDN Line Monitoring 3, channel B A.001 = Analog Line 1 A.008 = Analog Line 8 G.001 = GSM Line 1 ( Premicell ) R.001 = Radio Channel 1 [only Note that the Monitor application also provides a convenient view of the physical state of each line. As can be seen above, Line G.005 is grayed-out, as it is faulty or disconnected from the PBX. 2

3 Extension Monitoring SALES tab selected ADMIN tab selected Although Truelog interfaces are connected to the Trunk (outside line) side, when real-time info is available from the PBX (via a CTI link) the system emulates extension-side logging for external outgoing and incoming calls. This is achieved by deriving the extension status from the CTI events. The above Extension Monitoring examples therefore require a CTI (Computer Telephony Integration) link from the PBX (i.e. TAPI, CSTA, TSAPI or proprietary link). 3

4 Playback The Playback application can be installed on any Windows (2000, 2003, XP) computer on the network. In a WAN environment, the Playback application can connect to any number of remote sites, and where VPN is provided at a Truelog site, running Playback away from the office only requires an internet connection. Decryption and playback of calls within a selected date & time range, subject to user access levels Date / time range shortcut buttons for Last Hour, Today, Yesterday, Last 7 days Live-data-view displays new calls as they are completed Playback of all calls stored on server, as well as archived calls stored on removable backup media Display of audio signal level for entire call duration through oscilloscope display, with zoom in to selected portions of a call Highlight selected areas of a call, replay continuously in looped mode Replay-speed continuously adjustable between half and double speed Add and edit References and Comments for any call Save a complete call, a portion of a call, or multiple calls to hard drive or removable media (.MP3 or.wav format) in a single save operation Save calls to a user basket for direct retrieval later 4

5 Comprehensive search facility allows specific calls to be retrieved based on the following filters, or any combination of filter parameters as follows:- Date / Time range Record ID (a unique ID assigned to each call) Extension or Agent Number Extension or Agent Name Transferring and / or transferred extension Department Trunk Call type (All calls, Incoming, Outgoing, Outgoing transferred, Incoming transferred, Radio calls) Destination (a name assigned to an external party) Call duration (greater than / equal to / less than a certain duration) Reference and/or Comment (where such has been assigned) Maintenance The Maintenance application is installed on the Truelog server but can also run on Windows workstations used by system administrators. 5

6 Maintenance provides a complete set of tools to configure and manage the Truelog system. Define Extension numbers / names, departments Define Logging profiles (days of week, times of day to record / not record) Assign Logging profiles to extensions and trunks Define custom Trunk / Extension customised views for individual users Define destinations by assigning specific names to specific external telephone numbers Configure parameters for optional AQM (Agent Quality Monitoring) module Backup The Backup application is installed as a Windows service and automatically performs a backup of each day s calls at a predetermined time of day (usually at midnight). Truelog s recommended backup medium is the IOMega Rev Drive (35GB / 4,000 Hours per cartridge) but the system can also be configured to back up to an external USB hard drive. Backup also monitors the disk space remaining on the server hard disk drive, and when disk space falls below a predetermined threshold, the oldest data is incrementally deleted in order to accommodate newer data. Backup can be configured to report its activities via and / or GSM modem (where equipped). 6

7 AQM (Agent Quality Monitoring) This optional module is used in the call centre environment and offers the following features:- Set up Quality Monitoring scheduled Tasks Create & edit AQM templates Perform comprehensive Agent / Group evaluations based on assigned schedules and templates Storage Capacity The Truelog system captures audio at 64 kilobits per second and converts the audio signal to an encrypted MP3 format at 16 kilobits per second. This compression allows for reduced file sizes whilst preserving a high level of voice quality. The Truelog system is configured with an entry level 160GB drive, storing the last 20,000 hours of calls. A 300GB drive enables storage of the last 35,000 hours, and larger drives and drive arrays are available as required. Fault-tolerant redundant drive arrays are also available as required (e.g. 1.5TByte array provides over 300,000 hours of fault-tolerant storage capacity) Archiving of calls is effected through the use of 35GB removable Rev Drives, with storage of 4,000 hours per cartridge. Archiving can alternatively be directed to a removable USB or SCSI hard drive, or to a centralised storage server. The Truelog system can be tailored to diverse PBX and call centre environments (SMDR and CTI integration is supported on various PBX systems) and provides a consistent Windows Look and Feel graphical user interface (Win 2000 / XP Professional). Whilst the emphasis has been placed on ease of use, the system is highly functional and reliable, providing accurate and tamper proof recordings for the most demanding applications. 7

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