What operating systems are currently supported?
Windows XP, Windows Server 2003, Windows 7 and Windows Server 2008 (32 bit and 64 bit versions)
What database is used?
Our standard turnkey WinVCL series of recorders ship with SQL 2005 Express. SQL Server 2005 and 2008 are supported but must be special ordered.
What are the minimum server specifications for the recorder?
Depends on the specific recording configuration. Generally, the recorder server must have a Pentium 4 level processor or the equivalent, slots for voice boards that come in full size PCI and PCIe formats, network interface card, 2 GB RAM, 320GB HD, keyboard, mouse and monitor, sound card with speakers.
Can customer provide the server?
Yes, provided it meets the minimum specifications for the configuration.
Is CTI software required to record VoIP calls?
No. However some configurations may require it to capture detailed call information.
Can you record SIP?
Yes. We can record SIP based stations or trunks.
How long is the warranty and what is covered?
Digital Speech Systems backs its products with a one year warranty that covers software and hardware defects, technical support and free software updates. Extended warranties and maintenance contracts are also availble to extend hardware and software support beyond the one year warranty period.
Does your product comply with PCI Security standards?
Yes. Our recorders have features to encrypt recorded data and disable or "mask" part of a recording so it can be part of a PCI compliant environment.
What recording methods are supported?
VoIP recording via port spanning, digital station side tapping, analog trunk or station loop start, digital trunk (T1/E1) tapping, Avaya DMCC (CMAPI), Service Observe and analog VOX are all support and may be combined on a single server.
Can you record PC screen activity?
Yes. Screen Capture is an optional feature and when enabled the system can record all activity on a users desktop and merge it with a correspondging audio recording.
Do you offer agent evaluation tools?
Yes. The WinQM solution includes capabilities to create customized evaluation forms for supervisors or quality monitors to grade recorded agent-customer interactions. Reports are available within the system to track performance over time and identify coaching opportunities.
What is the minimum PC requirements to access the system and retrieve recordings?
We offer two access methods. One is using a standard web browser. The second is using our WinVCL Workstation client. Minimum desktop specifications for installing the client are a computer equipped with an Intel Pentium CPU, 2GB RAM, 1GB available hard disk space, Windows XP Pro Service Pack 3, sound card, speakers and 10GB LAN connection.
Can your application integrate with Outlook Exchange?
Our Workstation client currently supports one button email integration with Outlook 2000, 2003 and 2007. Outlook 2010 will be supported shortly.
What format are recordings be stored in?
We use GSM Wave as our standard recording format but they can also be stored in standard PCM WAVE (uncompressed) or MP3 formats as well.
How many recordings can be stored on the recorder server?
This depends on several varialbles such as the amount of free hard drive space on the server, the recording format and retention time of the files but typically a 320GB HD can store approximately 50,000 hrs of recorded calls.
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