Call Logger/Recorder Application

The WinVCL Voice Call Logger  (WinVCL) is a Windows based digital call logger, digital call recorder and digital call monitoring system that is an important and critical tool for many government organizations as well as private sector including financial and insurance companies, Call Centers, Public Safety (police, 911), law firms and healthcare.

The WinVCL is a versatile voice call recording and call logging system that offers various recording, playback and archiving features and options. It may be set to record all call all the time or be programmed to do selective recordings based on set criteria (time, date, dialed number, etc.) and Real-time call monitoring by a supervisor.

The WinVCL supports analog, digital and VOIP connections in the same system and integrates with many PBX’s including Nortel, Avaya, NEC, and Ericsson as well as T1/E1 and ISDN trunk lines and Cisco and Avaya IP PBX VoIP systems.

Click here to view our new WinVCL Call Logger on-line power point presentation

 

Standard System Features

	LAN/WAN Workstation Search and Playback
	Graphical user interface (GUI) -  (Click here to view Call Logger product screen shots)
	Cyclic recording onto hard disk
	Up to 256 ports/channels per system/node
	Up to 256 nodes
	Simultaneous recording and playback
	Real-time remote monitoring of any channel
	Selective record back-up and deletion
	Configurable Recording Alert (beep) Tones played to a caller (available on analog lines only)
	Selective reporting capabilities
	System Security with multi-level administrative passwords
	Visual and audible system status event alerts
	Configurable channel or extension access groups.

Optional Features

	Archiving recorded calls via E-mail to off site location automatically or on-demand
	Workstation and supervisor call monitoring via client-server architecture
	Browser based call log retrieval and playback
	Agent Scoring/Evaluation module with custom question sets and reports

Call Recording Features
 

	Recording of all calls all the time
	Recording of calls based on schedule
	Real-time remote call monitoring and/or Record-On-Demand by a supervisor
	Random schedule recording (time of the day, day, week, month)
	Custom DTMF capture field (to capture dialed Ticket #, Agent #, Call ID # etc..)
	911 ANI/ALI data integration to insert Automatic Location Information into call record
	Automatic call tagging by channel
	Selective Scheduled Recording via PBX Service Observe (silent monitoring) feature
	Programmable channel in-activity monitoring alarm

Call Playback Features
 

	Real-time Call Monitoring on Any Channel
	Multiple record Search & Playback
	Open Playback via Standard WAV File Format
	Search criteria: Date/Time received, agent name, channel number, dialed number, Caller ID, etc

Standard System Hardware/Software
 

	Intel CPU
	512+ mb RAM
	Keyboard, Mouse,  17" LCD Color Monitor
	19” Rack Mount Industrial Chassis
	10/100mb LAN Card
	from 4 to 256 Analog or Digital Ports per unit
	30,000 hours of Redundant Hard Drive Voice Storage (Expandable up to 100,000 hours)
	DVD R/W Drive for back-up/archive media
	Multimedia Sound card and speakers for playback of recorded calls
	Microsoft Windows OS (XP or Server 2003)
	Remote Access and system Administration via modem or LAN with pcAnywhere 32

Optional System Hardware

Mission Critical packaging options including:

	Hot Swappable RAID1 (Mirrored) Disk Drives
	Hot Swappable Power Supplies

Archive Storage options:

	External USB/Firewire DVD R/W drives with re-writeable media
	DAT Tape drives and back-up archive media
	CD/RW drives and re-writeable media

Recorded call logs:

The WinVCL Call Logger call review screen gives the user the ability to view all the calls stored in the database. The person reviewing the calls (user) can also add a written note to a recording, tag the recording with pre-defined color coded tags, or lock the record so that it would not be removed or deleted if so desired.

The user can listen to multiple recorded calls with the played time being displayed. The user can move to any location of the call by moving the slider bar. The selected call number along with the elapsed time is shown on the display window. The total length of the played call is displayed at the end of the slider bar. Once the call is played the call record status is marked as played and the date and time is logged into the call record. If call record is deleted the call record status is marked as deleted and the date and time is logged into the call record.

Call searches can be built and saved by selecting one or more of the following criteria’s:

Remote workstation features and functionality:

The WinVCL Call Logger system supports client/server architecture with the ability to provide the following features and functionality:

	Agent or Supervisor level permissions control
	Start/Stop call recordings from agent’s work station by agent or supervisor
	Listen to selected call recordings from agent’s work station by agent
	Start/Stop of all call recordings from supervisor’s work station
	Listen to selected or all call recordings from by supervisor
	Live call monitoring of agents calls by supervisor
	Tag and add notes to call recordings or during live monitoring
	Save and/or email selected recordings or portions of recordings as multiple or single standard wave or MP3 files with talking clock insertions.
	Build, playback and save real time call scenarios from multiple channels with talking clock insertions.
	View ALI (automatic location information) during playback
	Lock specific recordings to prevent deletion or removal
	Visual and audible system status event alarms
	Agent Scoring/Evaluation module with custom question sets and reports (optional component)
	Build, save, and share multiple searches with other supervisors
	Sort records with up to two fields
	Generate and view call recording reports per channel or groups

Archiving of recorded calls:

Recorded calls are archived to removable media as DVD or other PC on the network either on demand or scheduled basis. Both methods can be used concurrently. The archiving on demand is performed by selecting and highlighting the desired group of calls on a main Recorded Call screen and selecting an archiving media. The scheduled archiving of the calls could be done on daily, weekly or monthly basis with selection of the calls recorded based on a selected archive schedule. The system administrator can select to archive all recorded calls or only calls older than a specified number of days. Once the recorded calls are archived to a removable media the recorded calls could be deleted from main voice storage hard disk. The administrator may also setup a second archive destination to be used in the event that the primary destination is full or unavailable or as a backup location in parallel mode.
 

Connectivity: The WinVCL system can be configured to be connected to any combination of the following type of channels

	Analog: Analog stations, C.O. trunk (P.O.T.S.) lines or radio channels.
	Digital Stations: Digital Station Tapping Integration with many PBX system manufacturers such as Ericsson, Lucent/Avaya, NEC, and Nortel. Additionally the channels can also be connected directly to the handset of an agents telephone via a handset tap adaptor for other digital PBX type stations or consoles.
	Digital Trunks: T1/E1 and ISDN digital C.O. trunks
	VoIP: VoIP Call Recording connections can tapped into the network connection between the IP PBX and a workgroup switch, or into a SPAN or Mirror port of VLan workgroup switch.  It uses packet sniffing technology and automatically detects compatible VoIP packets to be recorded and currently supports Cisco Systems' Internet Protocol Contact Center (Cisco IPCC) and Avaya VoIP products.