Nortel DMS Call Recording

For Nortel environments – no hardware allowed.

An active recording method with concurrent recording options.

Virtual Observer’s recording engine supports converged voice recording for any mix of telephony types and interfaces from different manufacturers. The recording engine has been developed and tested to offer a fully compliant solution across the range of Nortel telephony solutions, with this paper specifically looking at the Nortel Duplicate Media Streaming (DMS) technology via Meridian Link Services (MLS).

Supported Switches:
Meridian X11
Communication Server 1000

Supported Phone Models:
Any Nortel VoIP phone; 1120E, 1140E, IP2002, i2004, etc.

Nortel Duplicate Media Streaming is the latest option from Nortel to overcome some of the networking challenges facing organizations that need to capture voice recordings from an IP telephony network. The solution enables Nortel recording configuration to be carried out via the Nortel telephony system, with minimal configuration and no special network requirements for the voice recorder. The Nortel system will then actively include the voice recorder in any conversations that are made by individuals or devices configured for voice recording.

The Duplicate Media Streaming approach to voice recording offers some benefits over the long established method of network data capture (sniffing), in environments where the devices (handsets) to be recorded are off site or in remote locations, or in situations where the network routing means that a passive (sniffing) solution would be overly complicated. It also greatly simplifies recording where internal calls must be recorded, as it is no longer necessary to duplicate the audio streamed between two handsets to the voice recorder as the telephony system will automatically manage this in a DMS solution.

What Our Customers Are Saying...

A healthcare facility in the mideast US installed Virtual Observer a few years back as part of a call recording and quality assurance initiative:
“We monitor all incoming and outgoing calls for 40 agents. By recording all calls and auditing data and productivity reports for each team, individual registrar and nurse managers can determine how to reduce hold times, transfer fewer calls and provide more callers with what they need with just one call. This tool also improves management’s ability to train and coach staff to enhance the customer experience. The call center uses internally designed evaluation templates to measure quality, accuracy and completeness of contact with families.”