Avaya IP Office Call Recording

IP Office recording for Contact Centers

CSI offers a number of options for Avaya IP Office environments

We are pleased to be able to offer an IPOffice integration for the Virtual Observer WFO solution.

Our recording method has been developed with customer value in mind, providing an affordable licensing model and extremely robust WFO feature set which has never previously been available for IP Office customers.

What sets CSI’s IP Office recording apart from other vendors?
VO assembles all legs of recording together to make a uniquely usable event from hello to good bye. No breaks for holds, conferences or transfers. We record from first activity until idle again. This includes all related screen captures.

Virtual Observer comes bundled with unique and differentiating features such as webcam recording, mobile workforce management schedule adjustments, “What’s up with the downtime” timeline, and the VO Live screen and webcam monitoring suite for agent assistance add up to bring unheralded capabilities to your customer’s IP Office implementation.

  • Virtual Observer supports all models of Avaya IPOffice, including Avaya Contact Center Select, IP Office Native, etc.
  • Virtual Observer works with all IP Office models, including Avaya Agent Desktop, Avaya IP Hard Phones, Avaya 500V2 TDM Phones and even Avaya Communicator Soft phones!
  • We capture all forms of available metadata including CDN, Skill, Agent, CallerID, DNIS and any intrinsic attached data.
  • VO records without breaks for holds, conferences or transfers. We record from first activity until idle again. This includes all related screen captures.

What Our Customers Are Saying...

One of the most secure companies in the world, Iron Mountain’s IT staff has said “We have on occasions simply enjoyed a very social, easy-going, and yet highly technical banter with CSI technicians who are as passionate about their work as I am, but just as able to be personable. Kudos, to whoever it was that saw the need to have qualified, real, and personable support staff to talk with. This delicate balance of personality and teeth-grindingly accurate technical aptitude is far too rare!”