WinVCL Call
Logger/Recorder System Features
CALL
RECORDING CONTROL FLEXIBILITY
The WinVCL
system provides flexible recording methods per channel such as:
-
Record all calls all the time
-
Record calls based on a flexible schedule
-
Record on Demand by supervisor or agent
-
Random recording of agents
-
Selective recording (dialed number, caller ID, agent ID and
other criteria)
Call Recording Activation
Options:
-
Voice/Silence
detection
-
Off-hook
(loop start) detection
-
Ring
detection
-
Digital key/
light status
-
T1/ E1/ ISDN
call progress controls
-
VoIP station call control events
-
CTI link
event control
DATABASE SUPPORT
STANDARD REPORTS
MULTICOLOR CALL TAGGING
The
WinVCL
offers an easy and convenient way of tagging important calls by
color coding and text annotation that allows for easy visual
identification, sorting and filtering.
SCENARIO
RECONSTRUCTION with TALKING CLOCK
The WinVCL
allows the mixing of recordings from multiple channels in real-time
with silence insertion or in chronological order with a talking
clock to indicate start and stop times.
SUPERVISOR
WORKSTATION FEATURES
The WinVCL supervisor workstation
gives the user the ability to securely access the calls stored in
the database from their computer.
The supervisor can play the recorded calls with both the real-time
and elapsed time being displayed, and can move to any location of
the call by moving the slide 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.
The supervisor has ability to:
-
Select, playback and save multiple recordings as a single file.
-
Tag and add call annotations to calls that are in-progress or
have been saved.
-
Select and “mask” a section of a recording to protect sensitive
information prior to saving.
-
Perform Real-time Call Monitoring on any recording channel.
-
Save and/or email recordings in standard .WAV or MP3 file
formats.
Searching
Searches can be performed using multiple criteria such as:
-
Specific date and time ranges
-
Specific agents/ extensions
-
Call origin (inbound/ outbound)
-
Tag color/ category
-
Caller ID or Dialed Number
-
ALI content
Live Call
Monitoring
All call
statuses can be simultaneously monitored and displayed on a
supervisor’s workstation, and one agent call per workstation can be
monitored audibly in real-time via multimedia speakers.
Instant
Recall
Instant Recall/Playback of recorded calls allows the supervisor
to listen to the most recent recorded calls (from 1 to 2,000
hours) by pressing a single button.
Agent
Quality Control
The
Agent Evaluation and Scoring modulr combines sophisticated tools
with ease of use and flexibility.
This add-on option allows the supervisor the ability to
create custom evaluation forms via the Evaluation Form Builder
Module and Analysis Module and also includes reporting
capabilities.
AGENT WORKSTATION FEATURES
The WinVCL agent workstationrovides
the ability for agents to:
ARCHIVING
Recorded calls can be archived to
multiple destinations that you designate such as a DVD, or a
network storage device.
Archiving can be done either on demand or
on a scheduled basis. Both methods can be used
concurrently.
Call Archiving Media
Call Archiving Schedules
