Avaya Call Recording Solutions Configuration White paper

Tracer Solution Overview and Functionality

Americas Headquarters

OAISYS

7965 South Priest Drive, Suite 105

Tempe, AZ 85284

USA

www.oaisys.com

(480) 496-9040

http://www.oaisys.com/

Tracer: Solution Overview and Functionality 1

INTRODUCTION

Tracer automatically records, stores and organizes telephone

conversations on a central, secure network repository so that

they can be easily retrieved when the need arises. The Tracer

software provides a solution to address a number of critical

business concerns. For example, companies operating within a

wide variety of industries, including healthcare, automotive

dealerships, financial services, and the public sector, all have

requirements to document telephone conversations to minimize

business risk and ensure compliance with federal and state

regulations. Businesses that operate sales, customer service or

product support contact centers have needs for training and

accountability tools. Tracer can provide a powerful, yet easy-to-

use solution that effectively addresses all of these different

requirements.

CONTENTS

1 Introduction

2 Tracer Overview

3 Recording Calls

5 Trunk-Side Recording

6 Digital Station-Side Recording

8 VoIP Recording

10 VOX Recording

10 Combined Recording Modes

11 Screen Recording

12 Recording Rules

19 Quality Control Module

21 Recording Management

24 Live Desktop Monitoring

24 Live Auto Monitoring

25 Coaching

26 Recording Base Systems

28 Hardware Configurations/

Capacities

29 Server Base Systems/ Port

Licensing

30 System Upgrades and

Expansions

31 Desktop Client

32 Tracer Integration

33 Reports

38 System Administration

40 Alarms

43 Conclusion

44 Additional White Papers

45 About OAISYS


Tracer Overview

Tracer is engineered to support sophisticated, high volume recording needs. It can

record calls on either the trunk-side or station-side of a business communications

platform. Both digital and IP phones can be recorded on supported communications

systems, and Tracer offers data link integration with a wide variety of platforms. Tracer

can be programmed to record all calls or selective calls based on data triggers, such as

the outside party’s phone number, the incoming dialed number, the duration of the call,

etc. The system allows an administrator to select which extensions to record and

includes numerous administrative tools to automate file and data management as well

as problem notification processes. For convenience and ease-of-use, the Tracer unified

client supports multi-system, multi-node remote administration.

The OAISYS Management Studio is Tracer’s search and playback management

feature; it authenticates users and provides access to view authorized call data from the

database. Users can sort and search through all authorized call data to find specific

calls. Call recordings are then streamed over the network and played through speakers

at the user’s workstation. The OAISYS Management Studio makes finding a single or

select few recordings out of the hundreds of thousands that may be stored on the

system an easy task.

Every OAISYS recording system also comes equipped with an unlimited user license for

Talkument®, the voice documentation and collaboration software from OAISYS.

Talkument provides companies with a solution that addresses the call recording needs

of an organization’s knowledge workers. With Talkument, users outside the contact

center walls can search for, retrieve, play back, annotate, and share their own stored

conversations with others inside or outside the organization via a secure link.


Recording Calls

OAISYS Tracer is a full-featured call recording software solution (sometimes referred to

as call logging). It monitors either select or all telephone calls, converts the audio into a

digital format and stores the recorded conversations as digital files that can then be

retrieved by authorized employees using sound-equipped PCs connected to the

network.

Tracer software is deployed either on an OAISYS off-the-shelf appliance, a built-to-

order server, or software only option and is typically installed alongside the business

communications system. Digital recordings of authorized users’ telephone

conversations are captured using OAISYS Portable Voice Document (PVDTM)

technology.

Conversations are captured in their entirety and can be shared with other authorized

users to facilitate improved collaboration. Users may also convert PVD files to WAV or

other standard file formats if they choose.

An overview of the various Tracer components is shown in Fig. 1 on the following page.


Figure 1 - Tracer System Overview


Trunk-Side Recording

If the trunk-side recording option is selected, Tracer attaches or taps directly to analog

or digital (T1 or PRI) trunk lines, or SIP trunks, eliminating a need for any intermediary

hardware, such as a channel bank or digital-to-analog converter (see Fig. 2). In this

configuration, calls can be recorded from start to finish, or “cradle to grave”. This

means a user can hear the call ringing and the auto-attendant answering in addition to

hearing the complete conversation. They can even hear what might be said while the

call was on hold or while the caller was leaving a voicemail. Trunk-side recording is

generally used when the number of extensions to be recorded is much larger than the

number of incoming trunks that are connected to a PBX, or when the business need

requires trunk-side enabled features.

It is important to note that with the trunk-side recording configuration, station-to-station

(intercom) calls cannot be recorded since trunks are not used for those calls.

Figure 2 - Trunk-side Recording


Digital Station-Side Recording

For digital station-side recording, Tracer attaches or taps directly to the station lines.

This is usually accomplished by making a cross connect on a station punch down block

(See Fig. 3). It is possible using station-side and IP recording to monitor only selected

stations. In this case, a call is not recorded until it is connected to a station that is being

monitored. This means that call recording does not commence until the station user

answers the call, and “cradle to grave” recording is not available. However, in this

configuration, station-to-station (intercom) calls can be recorded.

With a digital station-side configuration, call recording scenarios can include:

Only a single station involved with the call from start to end

A call transferred to another station that is also monitored for recording.

In this case, the recording will continue with the other station’s recording (one call

will contain two recordings).

Multiple stations involved with the call but not all are being monitored for

recording. Each segment of the call connected to a station being monitored will

have its portion of the call recorded. The call appears as one record with multiple

recordings associated with it.

A call placed on hold while the user answers another call. During the holding

period, no recording is made. The second call handled by this station will be

recorded as a new call with a separate recording for that call. When the held call

is picked up, recording on the original call starts again but it will be stored as

another recording associated with the original call.

Station-side recording is generally used when the number of trunks that carry the call is

much larger than the number of stations to be monitored.


Figure 3 - Digital Station-side Recording


VoIP Recording

Tracer uses one of three different approaches for recording Voice over Internet Protocol

(VoIP) telephone conversations, depending on the PBX manufacturer.

For IP station recording on some PBXs, such as those manufactured by Toshiba and

Mitel, Tracer monitors IP packets traveling between the IP port in the PBX and the IP

Endpoint (See Fig. 4). To ensure that Tracer receives these packets, the network must

be configured so that all of the VoIP packets pass through a device capable of

replicating those packets. One way to accomplish this is by using the Port Mirroring

feature in a switch. With Port Mirroring, the switch sends copies of all of the packets on

one port to another port. This allows a device, such as Tracer, to obtain copies of

packets that it would not otherwise be able to receive.

The call recording scenarios listed above in the digital station-side recording section

also apply to IP recording.

NOTE: Tracer will not record peer-to-peer calls between endpoints.

Active recording is another method that can be used to deploy the Tracer solution in a

VoIP recording environment. With active VoIP recording, a CTI interface is used by

Tracer to monitor call states on the VoIP network.

Example

VoIP recording on ShoreTel IP phone systems uses the Telephony Application

Programming Interface (TAPI), an industry-standard IP telephony interface providing an

efficient call control connection between computers and/or IP telephones. With TAPI-

based integration, Tracer receives and records a media stream provided by the

ShoreTel Application Server, a component residing on the Tracer machine.

Another method for deploying Tracer active VoIP Recording is available for the Mitel

3300 IP Communications Platform (ICP). This method uses Mitel’s Secure Recording

Connector (SRC) to enable a secure connection between Tracer and the 3300 ICP.

SRC provides a central connection point and allows IP extensions and other devices


with voice encryption activated to be recorded. Environments using SRC can record

encrypted, peer-to-peer and intercom (IC) calls.

NOTE: The SRC is stand-alone software that resides on a separate blade server and

can be downloaded and licensed from the Mitel Application Management Center.

Figure 4 - VoIP Recording


VOX Recording

VOX Recording is a feature that activates recording when the sound to be recorded

exceeds a particular amplitude. This functionality is particularly useful for radio and

related digital communications environments, such as in dispatch centers.

OAISYS Tracer supports the following VOX recording environments:

Radio (Analog board required). If radio recording is enabled by using VOX, the

customer must provide a Digital-to-Analog converter.

Digital – Station Side – AI Logix Station Tap Cards required (This allows for

station side recording without a CTI link).

Trunk VOX – Digital trunk recording.

Combined Recording Modes

Unlike many call recording systems, trunk-side, digital station-side, and IP station

Tracer recording can all be implemented in a single OAISYS system by installing the

required audio interface hardware and software.

Example

If a company monitors all calls coming into its customer service department over

dedicated trunks, but only 4-5 phones in its billing department where users share a

large number of trunks with many other employees, with Tracer, this can be

accomplished in a single, cost-effective platform.


Screen Recording

Screen Recording is an optional feature for the Tracer solution. This functionality

simultaneously captures what is occurring on an agent’s PC screen while they are on a

phone call that is being recorded. Associated screen activity is saved as a screen

recording file and stored along with the audio recording of the phone conversation.

Screen recording functionality allows a supervisor to grade and evaluate agents both on

what they say during phone calls and how effectively they use their PC applications

during the phone call. An optional wrap-up timer on the desktop can be used to ensure

agents complete their work after the call has ended.

Tracer screen recording software runs on a dedicated server separate from the OAISYS

recording server or appliance, and screen recordings are stored on that dedicated

server as well. The screen recording server communicates with the Tracer server via

an IP connection.

Client software runs on the PCs of agents who are being recorded, and can be

deployed in a Citrix environment. This application can appear transparent to the user,

so agents will be unaware that screen recording is occurring.

Playback is performed by the OAISYS Management Studio application. The video

playback is synchronized with the playback of the audio with which the phone call is

associated.

NOTE: A screen recording port license is required per desktop recording.


Recording Rules

In some companies, managers want all calls recorded while others may want to only

record calls received by particular groups such as a customer service department.

Tracer provides administrators with a powerful but flexible set of tools called Recording

Rules that can be used to specify which calls should be recorded and which should not

(See Fig. 5). These recording rules allow the administrator to program the system to

record specific calls based on a wide range of factors, including: Time of Day, Day of

Week, PBX extension number, Phone number dialed, Caller ID, ACD group, ACD

agent, Account Code, Length of call, and random percentage usage. Some of these

rules require either SMDR or CTI integration with the PBX in order to function.

Whenever a phone call begins, the Tracer software examines the defined Recording

Rules to determine if the call should be recorded. Recording rules follow a hierarchal

structure; the ‘Do Not Record’ rule is the highest in the hierarchy.

Example

If the recording rules are set to record All Calls, but you do not wish to record calls from

employee home phone numbers, you may have a list called Home Numbers. You can

create a phone number rule to override Tracer’s initial decision to record ‘all’ calls. In

this example, Tracer would record all calls except those calls from your Home Phone

Numbers list.

Figure 5 - Recording Rules


Manual Recording Control

This feature provides the administrator the ability to configure settings for individual

telephone extensions, enabling station users to manually control (Start/Stop,

Pause/Resume) recordings from their desktop PC using the OAISYS Recording Client

application or possibly by entering a special account code via their digital or IP

telephone. Recordings can also be triggerd using an OAISYS API to interface with a

web page or third-party application.

After-Call Actions

After-Call Actions can be configured to be executed after each call is completed. Each

of the actions can be triggered when (1) the call was recorded, (2) the call was not

recorded, or (3) always. These actions can be used to perform logging, cleanup,

notification or other types of tasks. For example, the system manager may want to

keep a special log file on tollfree trunks to track the date/time of every call made to a

“special offer” DNIS number. Or, the administrator may configure Tracer to email a

copy of the call recording to a supervisor each time a specific employee takes a call.

Annotations Annotations are text-based comments that can be added to a voice document either

live, or once a call has completed. They serve as call notes to help users identify key

information about conversations they have shared. Annotations have a starting point,

an ending point, an author, a subject, and text.

A user with permissions can annotate an entire call, or any part of a call. There are no

limitations on the number of annotations a voice document can have. Additionally, text

annotations can be searched as well, further enhancing the ability to quickly and

conveniently locate specific call recordings.

The ability to annotate is permissions based. A user may have permission to Add, Edit,

and/or Delete annotations. By default, a user will have the ability to annotate all of the

voice documents that appear in their My Calls folder. The ability to annotate other voice

documents is determined by permissions lists.

Recording Scenarios

The controls described in this section provide administrators with tremendous flexibility


in how they configure Tracer to record calls. It allows managers to define which calls

are to be recorded and which are not in order to align the call recording operation with

their business needs. Some examples of how these features can be used to customize

the call recording process are listed below:

Record all calls, inbound and outbound on all trunks, 24x7

Record 20 percent of inbound calls to the Customer Service group from 7:00am

to 6:00pm, M-F (excluding calls from home numbers)

Record all inbound and outbound calls to the Customer Service 24x7. Also

record all inbound and outbound calls the three clerks in the Billing Department

24x7, and allow all managers to record calls on demand.

Record any call to/from a major competitor and automatically email a copy of the

recording to the Human Resources Director once the call is complete.

Retrieving and Playing Calls

Tracer is capable of storing tens of thousands of calls through on-line storage and

essentially an unlimited number of calls in off-line storage. But how does a user quickly

and easily find a single call or a small group of calls when the need arises? The

OAISYS Management Studio provides a simple, fast, and powerful search and retrieval

application.

OAISYS Management Studio

The OAISYS Management Studio is a .NET application that resides on the user’s sound

equipped PC and provides recording management and playback functionality. The

OAISYS Management Studio authenticates users and provides access to view

authorized calls. From the Management Studio (See Fig. 6), a user can view the entire

history of calls even if the call wasn’t recorded. Since the call list could contain a very

large number of calls, it is often useful to be able to search for certain calls. Tracer

search functionality allows a user to search through the call records by one or more

search parameters such as the date and time a call was made or received, the direction

of the call, duration of the call, called or caller name and phone number, extensions

involved with the call and many others. Thus, “searches” can be used to quickly filter

and display only the calls that are desired.

Examples of typical searches are: “All Calls in Last 7 Days”, “All Recorded Calls”, “All

ACD Calls”, “Today’s Calls that need Follow-up”, “Calls to/from 480 Area Code”, “Calls

to/from ABC Telecom”, etc. These searches can be saved in the form of Search


Folders for quick reference.

Once the call has been found, it can be easily played over the speakers on a sound

equipped PC. A user can listen to all or just select portions of the call using the

annotation feature. During playback, many playback control options are available,

including: rewind, pause, fast play, or fast forwarding of the recording. In addition, a

user can skip over held portions or paused portions of the call. There is also a volume

adjustment.

Figure 6 - OAISYS Management Studio


Searching Annotations

Annotations can be searched according to the subject associated with the annotation or

the actual text contained within the annotation. Both Basic and Advanced searches can

be performed on annotations. Basic searches execute the search on all fields available.

Example

If you wanted to conduct a search for a call with an annotation that includes a street

address of “7965 South Priest Drive”, you could enter “7965” in the basic search field;

your results will return all calls with an annotation that contains “7965” and all other calls

that contain “7965” in any field; such as the outside number field.

An advanced search can be conducted based on the criteria of either the subject of the

annotation or the text content of the annotation.

Sharing Recordings

Users with appropriate assigned permissions can share a recording located in any

folder. Another option is to highlight a segment or multiple segments of a call to export

and share the selected segments. They can select one or more users/user

groups/external users to share the selected recording with and use the arrow to move

them to the “Share with” box.

The user class is displayed next to the name:

User

A user is defined as an individual assigned a client account by the administrator.

User Group

A user group represents a group of users set up in the Administrative client

application.

External User

An external user is someone outside of the regular business that has a

temporary user account. An external user must have an email account

associated with their name as well as an expiration date associated with their

user account.

There are a variety of sharing options, such as, “This share will expire on”, “Allow

internal user(s) to further share the document”, and “Allow the recipient(s) to create,


change, and delete their own annotations” based on the assigned permissions.

Users can also easily share a copy of a recording to a particular person or group (See

Fig. 7).

Figure 7 - Email a Recording


Integrity Checking

As a standard feature, Tracer comes equipped with a Recording Integrity Checking

application that can be initiated from the Management Studio application (See Fig. 8).

This provides a reliable method for reviewing recordings to ensure the content has not

been altered from the original recording. This feature is particularly valuable in the

event the recording is to be used in a legal proceeding, as it can prove that the

recording hasn’t been tampered with or modified.

Figure 8 - Recording Integrity Validation


Quality Control Module

Quality Control functionality is included with the Tracer call center management solution

providing users the option of evaluating calls using categories with an unlimited number

of questions and customizable scales. The Quality Control Module allows an evaluator

to review a call either live or after completion and rate the call by providing a grade on

each of an unlimited series of pre-selected questions/criteria. To launch an evaluation,

the user selects the call they want to evaluate and clicks on the evaluation link

contained in the OAISYS Management Studio. Using the controls on the Evaluation

window, the evaluator can fill in the evaluation questionnaire. They can grade each

question or criteria on a scale from 1 to 5 or by recording a Yes or No answer (See Fig.

9). Customizable scales in the application provide a weighted average for each

evaluation as an overall score. Each set of questions in a category has a place for

comments as well as an overall evaluation comment section. Each call can be

evaluated by multiple evaluators.

The evaluation templates can be

created or modified using the System

Administrator. Many different

templates or questionnaires can be

built so that each group being

evaluated can have their own unique

evaluation form.

The Quality Control Module can be

used for many purposes:

As a self-learning tool – each

employee can listen to and

evaluate their work

performance.

As a management tool –

managers can evaluate how

well employees are taking care

of their callers.

As a training assessment tool –

assess employee’s skills and

determine when additional

training may be needed.

Figure 9 - Employee Evaluation


Quality control work queues allow users to create rules for the count and types of calls

that supervisors must evaluate. Work Queue folders are randomly populated with calls

a manager must evaluate based on the number of calls, percentage of calls, or calls per

agent. An option exists to have the agents evaluate the same calls a manager

evaluates, and a report can be generated to see how the two compare.


Recording Management All recordings made by OAISYS Tracer are stored on the hard disk of the OAISYS

Recording System by default. Because disk space is limited, older recordings must be

periodically deleted or archived (moved to an external storage device) to continually

provide enough space for the newest recordings. There are two methods available to

the system administrator:

Temporary

This method is used when recording files need only be kept for a few days or a few

weeks. For example, a high school may record all calls to capture recordings of bomb

or terrorist threats, abusive parent calls, and any 9-1-1 calls made from the school.

OAISYS Tracer can be configured to keep all recordings for 14 days and automatically

purge any older recordings. Using the OAISYS Management Studio Application,

recordings of problem calls can be easily copied by any administrator to another PC,

disk, or CD before 14 days have passed. In this case, no formal archiving plan is

needed and a simple automated purge process is used. The purging process operates

on a daily basis and deletes all recordings older than the designated age.

Archival

This method is available when recording files need to be kept for long periods of time

(months or years). For example, a financial institution may want to keep recordings of

all phone transactions for a year in case any customer conflicts arise. This type of

installation requires a file archival plan to systematically archive the recording files to

other storage media.

All recordings made by OAISYS Tracer are stored on a hard disk in a real-time

recording area. These recordings are online and can be reviewed at any time by any

approved user. Depending on (1) the size of the real-time recording area on the

OAISYS system and (2) the amount of recordings made each day, these recordings can

be left in this area for a significant period of time (two weeks to more than one year).

However, at some point these files must be moved to make room for more recordings.

For long-term recording solutions, OAISYS Backup Assistant is used to automatically

move recording files from the real-time recording area to the Backup Staging area so

they can be easily archived onto removable media (i.e. DVD, CD, etc.). Backup

Assistant automatically creates a new media folder for each new archive and moves


only enough recording files into the folder to fill up the target archive media. Once that

media folder is full, it will generate an email notification to alert the system administrator

that archiving is needed. Once the recording files have been successfully moved onto

the archive media, the recordings are purged (deleted) from that media folder using the

purge folder feature in Backup Assistant. This purge process makes disk space

available for subsequent archiving.

If desired, a network share can be specified for the Backup Staging folder so that

network-attached storage devices or storage area network (SAN) devices can be used

to store call records for archival purposes. Tracer provides a set of features that

updates the database to reference the new location so that users can automatically

retrieve these files using Search.

Targeted Archival Feature

This feature provides the ability to archive calls based on call filters or identifying

information.

Example

If calls with a specific account code must be kept for three years, but all others can be

purged after six months or to ftp calls to each vendor on different ftp sites; Targeted

Archival allows users to accomplish this.

Restoring Recordings

Once recordings have been archived offline and removed from the Backup Staging

area, those recordings are no longer on-line. This means that someone using the

OAISYS Management Studio Application cannot directly access and listen to those

recordings. To listen to one of these recordings, the recorded file is copied back from

the archive media (CD or DVD) and brought back online. The playback feature can

then be used to play the recording.


Live Call Monitoring The Tracer Live Call Monitor feature provides real-time monitoring of call activity and

call monitoring across the entire enterprise voice network.

Example

A contact center manager working from a main office in one state can seamlessly and

transparently live monitor calls taking place in that office’s contact center as well as in a

remote contact center located in another state. The user is authenticated and can

access only those calls they are authorized to monitor. Users can view information

(See Fig. 10) about all authorized calls in progress including the outside party’s number,

extension number (requires CTI integration), and incoming dialed number data. They

can monitor any live call through their multimedia workstation while it is in progress.

Monitored calls can be paused and restarted. Users can rewind the call and fast

forward the call up to the point of the live conversation. They can also trigger the

recording of the monitored call, if not already triggered. Users also have the option of

emailing a copy of the call to a user-entered email address.

Figure 10 - Call Monitoring


Live Desktop Monitoring OAISYS Desktop Monitoring is an optional product that records the Live Desktop

Activity of an agent while the call is in progress. This feature can be run transparently

and in a Citrix environment.

Live Auto Monitoring

Tracer’s Live Auto Monitoring feature allows for automatic live monitoring of calls by

agent or by dynamic business rules. For example, a call that is tagged by an agent

using a custom “Upset Caller” button can enable a contact center supervisor with the

appropriate auto monitor configuration to begin hearing the call instantly, or to receive

an instant visual and/or audible notification of the event. Each manager can

independently create, enable, and disable rules.


Coaching

Tracer also provides integrated supervisor and agent chat capabilities which enable

unobtrusive coaching support (See Fig. 11). Agents can request coaching assistance

and supervisors, upon accepting the request, begin hearing the live call and can

respond via integrated instant messaging. This provides an inaudible communication

path between call handlers and the supervisory staff. Support personnel receive a view

to the call with full call details and an audit trail of the call handling history, along with

any previous text conversations that occurred on that call. A user can also share a

URL, a file, or a screen capture with the agent. All chat communication is captured in

context with the voice recording.

Figure 11 - Integrated Instant Messaging


Recording Base Systems

Tracer software can be deployed in one of two basic delivery models:

APPLIANCE-BASED SOFTWARE DELIVERY (AbSD)

20 IP, 20 IP and 8 Analog, 2 T1/PRI Bundles

Can act as the slave in a seamless recording network

Unlimited Talkument user license

SERVER-BASED SOFTWARE DELIVERY (SbSD)

Up to 350 channels of IP, analog, and digital

Can act as the master in a seamless recording network up to 1,750 channels

Unlimited Talkument user license

Includes Tracer software and a pre-defined number of user licenses dependent

on server model

Each OAISYS Recording Appliance includes approximately 56,000 hours of storage,

archiving software, and unlimited Talkument user accounts for access to the system,

and unlimited real-time recording control clients that can be used with any CTI or VOX

enabled installation. Appliances come pre-configured with the set audio connection and

voice port license requirements to satisfy the specific appliance model being deployed.

OAISYS Recording Servers are available to suit the needs of small, medium, and large

call recording applications. Servers range in channel capacity from 48 to 350 and in

storage capacity from 56,000 to 200,000 hours of recordings. Each server can hold a

maximum of four recording tap boards and will support any combination of analog,

digital, and IP connectivity. Each OAISYS recording server comes pre-licensed with

both Talkument and Tracer software, including an unlimited Talkument user license and

a range of one to three concurrent Tracer user licenses. Additional Tracer user licenses

can be added for a fee. OAISYS recording servers can be included in a seamless

recording system network and can act as the master or remote nodes.


OAISYS Recording Servers are built from a combination of the following:

1. One of the available OAISYS Recording Servers (Standard, Advanced,

Advanced Plus)

2. Any combination of audio connections (Tap Boards or the VoIP Recording

Engine) up to four total boards in any given system

3. Voice Port Licenses for each trunk or extension to be recorded

Each OAISYS Recording Server includes archiving software, DVD burning software; a

web server to provide connections to user applications, unlimited Talkument user

accounts, and unlimited real-time recording control clients that can be used with any

CTI or VOX enabled installation.

Additionally, OAISYS offers optional RAID 1 disk mirroring functionality for each of the

Standard, Advanced, and Advanced Plus server models enabling advanced fault

tolerance and data protection capabilities.


Hardware Configurations/Capacities OAISYS hardware configurations and call storage capacities are summarized in the

table below.

OAISYS Recording Base System

Description Port Maximums

(Combination of Trunks, Stations, or IP Ports)

Appliance Windows 7

1U chassis ~ 56,000 hours online storage

1-100 total ports

(Up to 100 VoIP; up to 48 digital trunk; up to 8 analog trunks)

Standard Windows 7

Rack mount chassis

~ 56,000 hours online storage

1-100 total ports

(Up to 100 VoIP; up to 48 digital trunk; up to 48 analog trunks, up to 48 digital stations)

Standard w/RAID 1 Windows 7

Rack mount chassis

RAID cont. & redundant disk drives


1-100 total ports


Advanced Windows 7

Rack Mount Cabinet


1-200 total ports


Advanced w/RAID 1 Windows 7

Rack mount cabinet



1-200 total ports


Advanced Plus Windows Server 2008

Rack Mount Cabinet

Dual Power Supplies


1-350 total ports


Advanced Plus w/RAID 1 Windows Server 2008

Rack Mount Cabinet

Dual Power Supplies



1-350 total ports



OAISYS Server Base Systems

Standard Standard w/RAID 1

Advanced Advanced w/RAID 1

Advanced Plus

Advanced Plus w/RAID 1

Dual Core Dual Core Dual Core Dual Core Quad Core Quad Core

320GB

SATA HDDs

2x320GB

SATA HDDs

320GB & 500GB

SATA HDDs

2x320GB & 2x500GB

SATA HDDs

320GB & 1TB

SATA HDDs

2x320GB & 2x1TB

SATA HDDs

4GB RAM 4GB RAM 4GB RAM 4GB RAM 8GB RAM 8GB RAM

Windows 7

Or

Windows Server 2008

Windows 7

Or

Windows Server 2008

Windows 7

Or

Windows Server 2008

Windows 7

Or

Windows Server 2008

Windows Server 2008

Windows Server 2008

Port Licensing A license is required to enable each recording port. In addition a license for each

recording port, licenses would also be needed for the quantity of simultaneous OAISYS

Live Call Monitor users. So, the equation to find the number of licenses needed is:

Licenses needed = # of enabled ports + # of simultaneous Supervisor clients to be used

There is a 16 port maximum for Call Monitor licenses.


System Upgrades and Expansion Tracer can be upgraded to future software releases and can have additional recording

licenses added through software updates. OAISYS offers a comprehensive technology

protection plan, the OAISYS Diamond Support Program under which a customer can

upgrade to the current software release version at no additional cost.

Additional Voice Boards can also be added to the system as long as spare PCI slots are

available. The addition of more Voice Boards requires hardware administration.


OAISYS Desktop Client This is a desktop client (See Fig. 12) designed to provide a desktop control and

interface with OAISYS recording products (Tracer and Talkument). This desktop client

connects with the OAISYS recording platform over TCP/IP and uses CTI events from

the phone system to monitor what is going on with “its” phone extension. It can show

when the phone is busy, when recording is in progress (if allowed), and can let the user

manually start/stop recording (if allowed).

In addition to a Record Start/Stop button, it has six programmable buttons that can be

assigned to attach information to call in progress, open a browser to a specified URL, or

select an option from a drop down list. This information can be used as searchable

criteria, and can be used to generate a report.

The OAISYS Desktop Client application can be used by Call Agents for coaching

purposes. The Call Agent can click a button to send a request out to the Call Managers

for help. The call manager(s) can then coach the agent while listening live to the call.

Figure 12 - OAISYS Desktop Client


Tracer Integration

OTHER APPLICATIONS: OAISYS APPS, CRM, ETC.

A number of other OAISYS Management Studio applications are compatible with

OAISYS Tracer and can thus be used in Tracer customer solutions. These include:

OAISYS Chat

This legacy text messaging application can be used in conjunction with the

OAISYS Call Monitor allowing supervisors to “coach” employees during phone

calls using interactive text messaging.

OAISYS Recording Client

This legacy desktop control application monitors activity on its user’s extension.

Tracer provides a free, system-level Application Programming Interface (API), which

leverages open technology and supports an easy development and deployment

environment. The Tracer API is an open architecture developer’s kit that is designed to

allow communication with third-party software and devices, such as various predictive

dialers, ACD, and other contact center applications.

The OAISYS Web Services API allows key components of OAISYS voice

documentation solutions to be accessed via other commonly used business applications

such as Microsoft Outlook, Microsoft Dynamics CRM, ACT!, and Microsoft SharePoint.

The Web Services API also provides the foundation for OAISYS Mobile Recall which

enables users to access recorded calls via a smartphone, PDA or other mobile device.


Reports Tracer Reporter is the powerful reporting package for the OAISYS Tracer call recording

software. Tracer Reporter generates reports, including graphs, based on the telephone

call information stored in the Call History database. These reports can be run on

demand or scheduled for publishing at specific times. Reports can also be instantly

viewed using a standard Microsoft Internet Explorer browser.

Tracer Reporter can be used to create a report and once a report is defined, it can be

saved and used over again or scheduled for publishing at specific times. Reports can

be private or public. A user can create a report by first selecting the report template and

then choosing the time frames and other objects to be included in the report. Once the

definitions are done, they can be saved so they are available for either scheduled or

manual creation of the report. The dates assigned for the reports can be fixed, such as

“December 1-5, 2009” or sliding dates, such as “This Quarter”, “Last Week”, etc. Sliding

dates are very useful for reports that will be reused later.

Once the report is ready, it will be displayed in the browser screen. The browser scroll

function can be used to view all of the report data as well as any graphs that may be

included in the report. The standard “Print” and “Email” or “Export” features can be

used to print the report, email a copy to someone else, or export it to a designated

location. On some reports, the user may be allowed to “drill down” to a list of the

individual telephone calls, view the detailed call information, and even listen to

recordings of the phone conversations (if available).

Scheduling Reports

Tracer Reporter also offers highly efficient scheduling capabilities. Reports can be

scheduled to run on a daily, weekly, or monthly basis at a specific time. Once reports

are completed, authorized users can print, output to a file in a selected format, and/or

email to one or more recipients. Some examples of how this functionality might be used

are:

The sales manager would like the “Sales Calls” report for the week emailed to

him every Friday at 5pm.

The Customer Service Manager would like all of the employees on his team to

receive an “Employee Comparison” report via email every Friday.

The VP of Marketing wants a printout of the “Weekend Advertising Responses”

report printed out and waiting for him every Monday morning.


The head of Information Services wants the internal web site to be automatically

updated every night with the “Call Traffic” report.

Tracer Usage Reports

The Tracer Usage reports provide ways to view how the Tracer system has been used

over selected periods of time (See Fig. 13 for sample Usage report). This can include

the entire system, certain ports, or even specific users. These reports show the quantity

and types of calls as well as how many of the calls were recorded and include the

following report templates:

Extension Report – Views of calls to/from selected phone extensions

Tracer Port – Views of port usage

System Wide Report – System-wide usage views

Inbound Calls Only – Inbound calls are reported on

Owner’s Report – View for oversight and QA responsibilities

Figure 13 - Sample Usage Report


Customer Interaction Reports

The Customer Interaction reports show the responses to and effectiveness of various

ad campaigns (See Fig. 14 for sample Customer Interaction report). They provide basic

information about the various advertising campaigns that have been launched including

the name of the media (i.e. “Yellow Pages Ad”), the phone number used in the ad, the

timeframe, and cost of the ad. By using a different phone number (DNIS number) in

each of the various ads, the Customer Interaction reports can measure and show the

phone calls that were received in response to those ads. If Caller-ID is received with

those phone calls, the area of the country, city, or state where the ad had the most

impact can be seen. The Customer Interaction report templates include:

Ad Campaign Effectiveness – Measure and compare effectiveness of ads

Call Arrival Times – Shows when callers responded to an ad

Callers by Area Code – Shows where callers were reached by an ad down to the

central office code

Inbound Calls – only inbound calls

Effectiveness Comparison – Measures which ad campaigns are most effective

Figure 14 - Sample Ad Campaign Report


Employee Assessment Reports

The Quality Control Module provides supervisors and employees with a consistent

method to grade performance on calls. The Employee Evaluation application records

ratings and the Quality Control Reports Suite provides management reporting including

graphs (See Fig. 15 for sample Employee Evaluation report). The Quality Control

Reports Suite consists of five types of reports:

Employee Evaluation – Provides weighted average of ratings for each evaluation

question for one or more employees

Employee Comparison – Compares ratings of multiple evaluators

Employee Quality/Efficiency – Compares Efficiency (average call duration) to

Quality (average of all ratings summaries)

Criteria Trend – Compares ratings for each question over time to assess trends

(single employee)

Group Trend – Demonstrates evaluation trends over a specific time frame

Figure 15 - Employee Evaluation Report


Owner’s Report

The Tracer Owner’s Report feature provides a convenient report complete with graphs

(See Fig. 16 for sample Owner’s Report) that can help hold management accountable

to their oversight and QA responsibilities. The Owner’s Report, which can be

automatically generated and delivered via email, lists all user activity for a specified

period (daily, weekly, monthly) for the following functions:

Live Calls Monitored (who listened live to what calls?)

Calls Reviewed (are managers reviewing calls?)

Calls Evaluated (is your QA team evaluating the number of calls required?)

Calls Coached (which managers are responding to your agent needs?)

Reports Run (are the reports being utilized by all managers?)

Figure 16 - Sample Owner's Report


System Administration The OAISYS Administrator is used for centralized class of service administration of

OAISYS applications (See Fig. 17). There are four major areas for setup and

configuration:

1. Applications and Services

2. Lists and Other Resources

3. Users and Permissions

4. Evaluations

Applications and Services

This section of OAISYS Administrator is used to configure the settings for the OAISYS

Net Server and OAISYS Tracer as well as the web and .NET based applications.

For Reporter, Automatic Reports and Programmable Links can be configured. In

addition, the administrator can set up Call Recording Triggers and configure Purge and

Backup Settings. For the .NET based OAISYS Management Studio Application, the

administrator can define what columns are displayed to users.

Lists and Other Resources

From this section the administrator can create, edit, copy, or delete lists. The lists

created here are used to populate drop downs in several places in Administrator and for

reports.

Also, Call Filters can be created. Call Filters are used when determining what calls a

user can listen to or view in the OAISYS Management Studio Application and what calls

someone can review in Reporter. For example, suppose there is a user at extension

1235 named Rob. Rob is only allowed to listen to recordings that have an account code

on them. You can use a Call Filter to allow Rob permission to listen to these calls, but

not others.

This section is also used to program Area Codes, Office Codes, Local Area Codes used

in reports.


Users and Permissions

This section can be used to program Users, User Groups, and Permissions for the web-

based applications. Users can be given access to the OAISYS Management Studio

Application, Agent Evaluation, or Reporter. Permissions can be assigned to a group of

users, in which case all users of that group inherit the permissions set for the group.

This tool is also used to assign users to a user group or to override Permissions on a

user-by-user basis. From the Applications folder, an administrator can drill into the

OAISYS Management Studio Application, Agent Evaluation, or Reporter to see what

user groups and what users have Permissions to access applications. OAISYS also

offers an optional feature for Active Directory Integration which imports user and user

group information from Active Directory.

Figure 17 - Sample System Administration Screen


Alarms Tracer provides an extensive alarm system with four levels of alarms:

1. Critical

2. Major

3. Minor

4. Informative

Once an alarm condition is met, the following actions can take place:

Send an email

Start an application

Notify OAISYS Service Center

Send a service command

Example

If a recording port is not recording, the alarm generated will alert an administrator via

email so they can find out why the port is not recording.


Summary The OAISYS Tracer contact center management software delivers a host of features

designed for today’s business environment. It provides a variety of audio connections

(trunk-side, station-side, and IP recording) and hardware configurations (56,000 to

200,000 hours of call storage) to ensure a cost effective implementation.

TRACER:

Offers a powerful yet flexible set of Recording Rules that, in combination with CTI

integration, can be used to target and record only those conversations that are

relevant to the business

Includes Live Call and Auto Call Monitoring, which allows management to

selectively listen to calls as they happen as well as automatically based on

dynamic business conditions

Delivers integrated agent and supervisor chat capabilities, making it easy to

oversee and coach work teams and support contact center objectives

Uses a secure, user-friendly, “point and click” interface to quickly search and play

recordings from the recording database

Provides the ability to attach flags or comments to call records that in turn can be

used as the search criteria to locate specific calls, such as all the calls that need

“Follow-up”

Includes a digital watermark that can be used to verify if the recording has been

modified or not – this is especially important if the recording is to be used in any

legal proceeding

Allows a company to keep call recordings for a short period of time or indefinitely;

easily purge recordings after their usefulness has ended, or archive them on a

long lasting media for quick search and playback

Can automatically perform after-call actions such as emailing a copy of the

recording to a specific department or user

Can integrate with other applications to streamline business processes such as

validating an order

Can be used to implement a fair and consistent employee evaluation process

and track the results

With all of these features, Tracer brings multiple benefits to many different types of

industries. Tracer is targeted at two general business applications: documentation

and quality management. Healthcare providers, insurance firms, businesses with

telesales or telemarketing departments, credit and collection departments,


government facilities, and emergency response centers can all benefit from using

Tracer to document their verbal communications to 1) ensure regulatory compliance,

2) check the validity of orders, 3) provide liability protection from false or erroneous

claims, and 4) enhance corporate security.

Other organizations that provide sales, credit/collections, or service through

telecommunications can benefit by using Tracer to improve call quality. Call

recording along with Quality Monitoring can provide management with answers to

questions such as:

Are customers receiving friendly, polite service?

Are complaints properly acknowledged and is the appropriate response given?

If there is a dispute, are all the facts known?

Do employees have the proper skills and adequate training to perform their jobs?

Companies can use Tracer to manage the customer experience by improving

business processes and enhancing training/coaching programs, ensuring that

service levels meet customer expectations. Tracer enables companies to unlock the

full potential of their business communications.


Conclusion Even though call recording and reporting are mature technologies, there remains a

great deal of variation between solutions. Selection of the right technology solution can

serve to strengthen customer relationships, build brand equity, and drive sales.

Conversely, a lackluster technology choice can actually undermine customer

confidence, damage relationships, and even result in a loss of customers and revenue.

The OAISYS Tracer call recording and interaction management solution is an

outstanding choice for contact centers because it was purpose-built with the specific

needs and challenges of the contact center in mind.

Benefits of OAISYS and the Tracer solution include:

Seamless integration with leading business communications platforms

Robust feature functionality driven by end-user feedback

Intuitive, easy-to-use and understand interface

Advanced reporting and data mining capabilities

Highly scalable, future-proof investment

Industry-leading service and support programs


Additional White Papers

CALL RECORDING AND ELECTRONIC DISCOVERY

http://www.oaisys.com/downloads/electronic_discovery.pdf

CALL RECORDING AND REGULATORY COMPLIANCE

http://www.oaisys.com/downloads/regulatory_compliance.pdf

CALL RECORDING FOR CUSTOMER RETENTION AND SUPERIOR SERVICE

http://www.oaisys.com/downloads/customer_retention_and_superior_service.pdf

VOICE DOCUMENTATION FOR HEALTHCARE

http://www.oaisys.com/downloads/Voice_Documentation_for_Healthcare_wp.pdf

http://www.oaisys.com/downloads/electronic_discovery.pdf

http://www.oaisys.com/downloads/regulatory_compliance.pdf

http://www.oaisys.com/downloads/customer_retention_and_superior_service.pdf

http://www.oaisys.com/downloads/Voice_Documentation_for_Healthcare_wp.pdf


About OAISYS

OAISYS is a leading developer of call recording and contact center management

solutions for a wide range of organizations, from small-to-medium sized businesses to

multi-site large enterprises. The OAISYS voice documentation and interaction

management solutions help companies within a variety of industries attract and retain

customers by digitally capturing phone-based interactions for simple retrieval, playback

and management. Compatible with leading business communications systems,

OAISYS Tracer and Talkument applications help companies improve risk management,

quality assurance, customer retention, dispute resolution, regulatory compliance and

other critical business concerns.

OAISYS is headquartered in Tempe, Arizona, and OAISYS Limited is located in

Cambridge, England.

To learn more about OAISYS, Tracer and Talkument, please visit our website at

www.oaisys.com. To schedule a live demonstration, please email [email protected] or

call us at 888.496.9040.

To find a reseller near you, go to www.oaisys.com; click Support, then Reseller Locator.

Follow us on:


mailto:[email protected]


http://twitter.com/

http://www.facebook.com/

http://www.youtube.com/user/OAISYS1

http://www.oaisys.com/RSS_feeds.aspx

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