Crystal Live Lite. Overview. Main functions and features

Transcription

1 Affordable Recording Solution for both Telephony Conversation and Screen Activities by Crystal Live Lite Overview Crystal Live Lite Targeted to SMB market, CIS has developed the most cost-effective recording solution available today without any compromise to system stability, flexibility. Through hundreds of implementations for a certain market segment like SMB market, CIS understands customer trend better than ever. We are committed to ensure that organizations are able to effectively leverage an affordable recording solutions to capture, evaluate, analyze and improve multimedia interactions over converging networks. Crystal Live Lite widely support a variety of telephony interface including Analog, digital trunk and VoIP. It can be seamlessly integrated into your existing and evolving infrastructure. Main functions and features Extremely cost-effective Support analog, trunk side and VoIP telephony interface From input channels per host Fully Web based GUI Record and live monitor both voice conversation and screen activities Cost free application module CL Dashboard for call statistics Capturing all call information without CTI/ ACD involved Cost free APIs to integrate seamlessly into 3rd party applications Recording and Live Monitoring Record and live monitor telephony conversation transmitted on Analog, E1/T1(PRI), VoIP Record, live monitor agent/employee desktop screen activities Call information will be retrieved via FSK (Analog), D-ch (E1 PRI and VoIP) Call matching can be done through SMDR interface, and it s fully customizable in case of different SMDR character format, no CTI is required (for E1 PRI environment) Total recording, selective recording and Recording on demand Manage captured data in well-organized order and save in any destinations you want by means of predefined archiving and recycling strategy Live monitor up to 2 telephony conversations and 4 agents desktop screens simultaneously Immediate Replay enables you to replay a telephony conversation from the beginning even it is finished yet. It helps you understand what s really going on for the matter 1

2 Search & Replay Locate recordings quickly and precisely Search criteria: Time, Duration Caller/Called ID, Extension number, Call direction User name/agent ID Agent/User Group Skill ID Reference number Tag for play/unplayed, Importance, Transfer, Multiline Remarks and Annotation With saving the most frequently used searching combination, you are able to find the target recordings instantly Up to 40 customer self-defined data fields makes sure that Crystal Live Lite searching engine can be fully customized to fit different type of business Fully customized list view for searching result user decides what call information will be shown and grouped by what key business parameter Share the recording by saving as different codec voice files, or exporting to Microsoft word & Excel Replay interactions for accurate scenario reconstruction Scenario Reconstruction Once a telephony conversation it is transferred or put on hold, the traditional call recording solution will cut it into multiple recording files, which is hard to be bundled together for complete conversation retrieval. CIS provides you Scenario Reconstruction technology to enable you to replay the multi-calls from the beginning to the end automatically by simply double clicking any record of this conversation. P2P, Streaming, Replay Buffer, all these technologies provided by Crystal Live just ensure the quality during live monitoring, replaying recordings in a wide range of configuration for the network. It s the essential part of Hosted Recording Environment Crystal Live Unique Wave Form Presented according to the actual db value of audios, you can immediately find the abnormal part of the conversation visually (sudden and significant change on wave form) There is no need to replay entire recording, you can select any part of recordings on Wave form to zoom and playback to quickly understand what s going on Any segment of voice recordings can saved as evidence or sampling of training (Supervisor accessibility is required) 2

3 Customer and agent voice will be separated into two wave forms You are able to tag on wave form as many points as you want for future query Key call information will be sticked on during playing the recording and it s fully user defined Archive and Storage Archiving Strategy By Time, Extension Number, Call Direction, Time/Duration Storage Media/Space Recording stopped Service Stopped Error for database connection Timely renewal is required for user password System Alarm Trigged by: CPU/Memory Status Delivered via and compatible with: Gmail Storage Media DVD-RAM, Local hard drive, Portal hard drive, NAS System Security and Alarm System Security Physically protect the recording from being played if the file is lost or stolen with private owned file encryption algorithm(option) Self-defined multi-level user accessibility Microsoft Exchange Lotus Microsoft Outlook Technical Specification (In Brief) System scalability ch/server Operation System Microsoft Windows 2003, Windows XP, Windows 7, Windows 2008 Database Microsoft SQL Server 2005 or above, Microsoft SQL Express Multilanguage English, Dutch, Hebrew, Chinese, Spanish Recording Triggers On/Off hook, Energy Detection, DTMF combination, CTI Events, Client Application, APIs, Agent/supervisor initialized Codecs Microsoft GSM G.711, Wave file formats: Microsoft GSM, Linear signed 8 & 16-bit PCM MP3 μ-law or A-law per G.711 Protocol VoIP H.323, SIP, SIPRec, Skinny, MGCP, SCCP Digital Trunk Euro-ISDN Estimated MTBF (Recording board) 600,000 hours Crystal Live Lite 2U Server (Option) 3

4 2U 19 inch Rackmount Chassis Front LED indicator for PWR and HDD CPU: Intel Core i M 3.30 GHz LGA 10D/Intel Core i M LGA 1155 Memory: DDR III 4 G Hot Swap, Key Lock, Toolless Needed SATA II 500G x 2 Main Feature Comparison List (Crystal Live and Crystal Live Lite) Crystal Live Lite Crystal Live Analog(ch) System Capacity (/host) Digital Station (ch) No Digital Trunk (ch) VoIP (ch) Up to 100 Up to 512 Telephony Interface Recording Method Analog, Digital Trunk Side, VoIP Tap recording Analog, Digital Station, Digital Trunk Side, VoIP, Radio Tap recording, Active Service Observe Recording Total Recording Yes Yes Recording Options Selective Recording By Time, Extension Number, Call direction/duration, Caller/Called ID By Time, Extension Number, Call direction/ Duration, Caller/Called ID, Business Rules, Agent ID/Name, Skill/Skill Group, Sampling recording Recording on Demand Agent or Supervisor initialized Agent or Supervisor initialized, APIs driven/ CTI events Scheduling Recording No Yes Protocol Digital Trunk Euro-ISDN CAS, NFAS, DASS2 and any Q.931 based ISDN variant PCI DSS (Option) No Yes Security File Encryption (Option) Yes Yes Password Protection Yes Yes Audit Trail No Yes Archive and Storage Archive Strategy Extension Number/ Agent ID, Call Direction, Time and Duration, Caller/Called ID Extension Number/ Agent ID, Call Direction, Time and Duration, Caller/Called ID, Customer Private Data, business type Storage Media DVD-RAM, Disk Array, Portable Hard Drive, NAS DVD-RAM, Disk Array, Portable Hard Drive, NAS, SAN, FTP Server 4

5 CTI No Yes SMDR Yes Yes Integration APIs Yes Yes Special Integration No Avaya DMCC, Tadiran Silent Monitor, Cisco BIB, Alcatel DR-Link, Motorola Motobridge, ACMEPacket SIPRec etc. CL Planner CL Planner Basic CL Planner Pro Available Options CL Agent Yes Yes CL ScreenCap Yes Yes CL Doctor No Yes 5