Demystified Enterprise Call Recording for the Avaya Platform

Demystifying Enterprise Call Recording for the Avaya Platform

It’s no secret that in today’s ever evolving and challenging Call Center landscape, enterprises are consistently on the look out to implement a centralized call recording solution as workforces scale and disperse remotely.

And perhaps as important is keeping the costs of ownership down.

With multiple locations, multiple functions, remote workers and outsourced call centers; enterprises today are moving in many directions as they leverage the benefits of new technologies.

Coordinated Systems, Inc. in a recent clear paper – the Connecticut company says the paper is “less white” but rather “abundantly clear” hence the name – titled, “Demystifying Enterprise Call Recording for theAvaya ( News – Alert) Platform” noted that traditional call recording implementations, with servers in each and every center, are becoming obsolete, as VoIP has enabled calls to be recorded without hardware.

The Connecticut-based Coordinated Systems, Inc. offers a range of products and solutions that are built around the philosophy of being “simple, effective and affordable.” The company’s core business provides quality assurance technology and workforce optimization for call centers. This solution includes call recording software, an evaluation component, server hardware, and professional installation and trainings services. Above all, our support is world class.

While many popular phone systems offer APIs for direct integration within their phone system software, in many cases this also allows businesses to capture important business data along with the audio, removing the need to addCTI ( News – Alert) or SMDR integration, according to CSI.

In turn, companies with legacy Avaya phone systems will face this kind of change in the coming months. Avaya is one of the phone system vendors leading the way with API recording through their DMCC offering.

CSI’s flagship product, Virtual Observer (VO), is a call recording and quality monitoring solution for call centers. VO provides customers with an extremely high value to price and delivers lifetime investment protection.

The paper (link here) covers a wide range of subjects such as:

What is DMCC?
DMCC is an API (Application Programming Interface) which gives you the ability to record calls directly from Avaya Communication Manager. Avaya defines it as “Device Media Call Control”, which was formerly known as CMAPI, or Communication Manager Application Programming Interface.

How does DMCC work?
DMCC works by allowing software vendors to create soft phones, in memory on a recording server, and use them to monitor and record other phones. This is purely a software solution and does not require telephony boards or any wiring beyond your typical network infrastructure.

DMCC diagram
Avaya Requirements for DMCC A DMCC implementation requires Avaya AES 4.1 or higher, TSAPI licenses for monitoring agents, skills, queues, VDN’s etc and IP_API_A licenses for creating the soft phones that do the actual recording.

How can DMCC benefit my business?

  • Integrates with Avaya Communication Manager
  • Integrates with Virtual Observer quality monitoring solution
  • Removes need for CTI
  • Works with Avaya Interaction Center
  • Brings in many call data fields, allowing for intelligent search • Records Analog, DCP or IP sets
  • Supports remote call center agents

What kind of ROI is delivered by DMCC?

  • Improvements in Customer Satisfaction
  • Decreases operating expenses
  • Reduces footprint
  • Lower total cost of ownership

How does DMCC reduce my TCO?

  • Zero hardware to deploy or maintain
  • Zero cabling, extension or trunk lines to deploy or maintain
  • Zero requirement for CTI
  • Single point admin for multi-location implementation
  • Investment protection for the future
  • Seamless upgrade path from TDM to IP

The Virtual Observer DMCC recording solution is an Avaya compliant method of recording which is entirely software-based. No additional hardware is necessary, even as you scale your organization. This recording method supports TDM, IP or hybrid telephony environments. The Virtual Observer DMCC recording solution can flatten and expand your network, allowing you to reach out to all phones in a virtual environment, from a single location, regardless of where the phones are located.

How does the Virtual Observer DMCC recording solution work?

Virtual Observer offers 3 types of DMCC based recording. The “Logger Edition” provides blanket, or full time, recording of every call. The “Professional Edition” provides schedule driven recording for random sampling. Also available is the option of Agent or Supervisor On-Demand recording so anyone in the enterprise can perform 1-off ad-hoc recording when necessary. All options include the ability to record full-time or select screen capture.

It is possible to obtain a robust, centralized call recording system for your multiple location enterprise with a low cost of ownership – zero hardware requirements, for example.

This article was originally published on TMCNET.COM.

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