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CALL RECORDING SOLUTION FOR AVAYA PLATFORMS€¦ ·  · 2016-03-05Management software with Avaya...

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MiaRec is a proud member of the Avaya DevConnect program, providing call recording and contact center solutions that are tightly integrated and 100 percent interoperable with Avaya's communications systems. MiaRec's flexible architecture allows deployment in any business environment, from small contact centers to global enterprises with multiple locations and complex networks. MiaRec supports centralized call recording across multiple locations and delivers industry-leading performance. It can record 1,000 calls concurrently on a single server, and multiple servers can be deployed for greater capacity. MiaRec’s integration with Avaya business communications products provides Avaya customers with reliable, advanced, feature-reach contact center solutions, helping customers maximize their ROI in Avaya infrastructure. MiaRec has fully integrated its award-winning Call Recording and Quality Management software with Avaya Aura Communication Manager, Avaya Aura Application Enablement Services (AES), and Avaya IP Office. MiaRec, Inc. www.miarec.com (866) 324-6717 DMCC-based call recording on Avaya Aura Communication Manager platform Port mirroring based call recording on Avaya IP Office platform Windows Server 2003, 2008, 2012, 7, 8, 10 (32 or 64 bit) operating system or Centos/RedHat 6/7 (64-bit) 1,000 concurrent calls per server - additional servers can be deployed if higher capacity is required 145,000 hours per 1 TB disk space MIAREC SERVER REQUIREMENTS: SUPPORTED INTEGRATIONS: Centralized web-based access and administration Authorized users can quickly and easily access call data via MiaRec web-based interface across any number of locations Enhanced search capabilities Call recordings can be searched and filtered based on many call parameters, such as agent’s name, extension, customer’s phone number, date/time, etc. Multiple recording modes Automatic 100% call recording, selective, and on-demand call recording options Advanced security Role-based permissions, rock-solid encryption, file watermarking, and audit log ensure compliance with the highest security standards Compliance-ready Pause/resume functionality and advanced security features for PCI and HIPAA compliance Live Monitoring Monitor employees’ calls in real time to guide and support agents to deliver optimum customer service Agent Evaluation Monitor and evaluate agent performance using built-in customizable scorecards Comprehensive reporting Generate statistics for calls, days, groups, users, and agents’ performance with MiaRec’s comprehensive reporting features CALL RECORDING SOLUTION FOR AVAYA PLATFORMS TOP FEATURES:
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Page 1: CALL RECORDING SOLUTION FOR AVAYA PLATFORMS€¦ ·  · 2016-03-05Management software with Avaya Aura Communication Manager, Avaya Aura Application Enablement Services ... SPEAKER

MiaRec is a proud member of the Avaya DevConnect program, providing call recording and contact center solutions that are tightly integrated and 100 percent interoperable with Avaya's communications systems.

MiaRec's flexible architecture allows deployment in any business environment, from small contact centers to global enterprises with multiple locations and complex networks. MiaRec supports centralized call recording across multiple locations and delivers industry-leading performance. It can record 1,000 calls concurrently on a single server, and multiple servers can be deployed for greater capacity.

MiaRec’s integration with Avaya business communications products provides Avaya customers with reliable, advanced, feature-reach contact center solutions, helping customers maximize their ROI in Avaya infrastructure.

MiaRec has fully integrated its award-winning Call Recording and Quality Management software with Avaya Aura Communication Manager, Avaya Aura Application Enablement Services (AES), and Avaya IP Office.

MiaRec, Inc. www.miarec.com(866) 324-6717

DMCC-based call recording on Avaya Aura Communication Manager platformPort mirroring based call recording on Avaya IP Office platform

Windows Server 2003, 2008, 2012, 7, 8, 10 (32 or 64 bit) operating system or Centos/RedHat 6/7 (64-bit)1,000 concurrent calls per server - additional servers can be deployed if higher capacity is required145,000 hours per 1 TB disk space

MIAREC SERVER REQUIREMENTS:

SUPPORTED INTEGRATIONS:

Centralized web-based access and administrationAuthorized users can quickly and easily access call data via MiaRec web-based interface across any number of locations

Enhanced search capabilitiesCall recordings can be searched and filtered based on many call parameters, such as agent’s name, extension, customer’s phone number, date/time, etc.

Multiple recording modesAutomatic 100% call recording, selective, and on-demand call recording options

Advanced securityRole-based permissions, rock-solid encryption, file watermarking, and audit log ensure compliance with the highest security standards

Compliance-readyPause/resume functionality and advanced security features for PCI and HIPAA compliance

Live MonitoringMonitor employees’ calls in real time to guide and support agents to deliver optimum customer service

Agent EvaluationMonitor and evaluate agent performance using built-in customizable scorecards

Comprehensive reportingGenerate statistics for calls, days, groups, users, and agents’ performance with MiaRec’s comprehensive reporting features

CALL RECORDING SOLUTION FOR AVAYA PLATFORMS

TOP FEATURES:

Page 2: CALL RECORDING SOLUTION FOR AVAYA PLATFORMS€¦ ·  · 2016-03-05Management software with Avaya Aura Communication Manager, Avaya Aura Application Enablement Services ... SPEAKER

AVAYA CALL RECORDING

MiaRec Call Recording and Monitoring Solution supports multiple methods of recording in Avaya environments.

MiaRec, Inc.333 W Santa Clara St, Suite 803San Jose, CA 95113

www.miarec.com(866) 324-6717

NETWORK ARCHITECTURE

DMCC-based call recording on Avaya Aura Communication ManagerDevide Media Call Control (DMCC) is an API (Application Programming Interface) that gives you the ability to record calls directly from Avaya Communication Manager.

MiaRec establishes a network connection to Avaya Application Enablement Services (AES) server via TSAPI protocol for the purpose of monitoring call states of agents. Once call is established, MiaRec uses DMCC API to initiate a single-step conference between the recorded user and virtual softphone. A pool of virtual softphones is created by MiaRec to receive media for the recorded agents' conversations.

Avaya Comunication Manager v.5.0+

Avaya Application Enablement Services (AES) server v.4.1+

TSAPI Basic License per each recorded extension

TSAPI Basic License per each monitored ACD Splits / Hunt Group

TSAPI Basic License per each recording channel (virtual softphone)

Avaya IP-API-A License (DMCC / CMAPI) per recording channel (virtual softphone)

Software-only solution - does not requre telephony boards or any wiring beyond a typical network infrastructureRecords Analog, DCP and IP phonesSupports remote call center agents

Avaya IP Office call recordingMiaRec uses unobtrusive packet sniffing technology to record calls on Avaya IP Office platform.

MiaRec establishes a network connection to Avaya IP Office using CTI Link API to receive call metadata for the recorded conversation. Media is captured directly from a network switch that supports port mirroring.

Requirements:

How it works:

Requirements:

Benefits:

Avaya IP phones only - digital or analog phones are not supported

CTI Link Pro license for Avaya IP Office

Network switch with port mirroring support

M U L T IR E C O R D E R

0

1 5

4

3

2

1950

Avaya Media Gateway

Avaya Communication Manager

Avaya AES Server

MiaRec recorder

TSAPI/DMCCAudiostream

OKPHONEMESSAGE

CONTACTS MENU CALL LOG

VOLUME

ABC DEF

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4 5 6

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Avaya one-X

OKPHONEMESSAGE

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MUTESPEAKER

HEADSET

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Avaya one-X

OKPHONEMESSAGE

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1 2 3

4 5 6

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7 8 9

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0 #

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HEADSET

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Avaya one-X

Avaya IP phones

WAN

1 LAN 10/3SERVICESCCA 10/12

USB

10/2LAN10/4

MDMALMCPU

PWRRST ASB

V1

SYST

EM

COMPACT FLASH

CARDIN USE

V2

V3

AUDIOG43

0

Pwr

Status

Up

Base

Down

RPSUSB

Speed

2 4 6 8 10 12 14 16 18 20 22 24

1 3 5 7 9 11 13 15 17 19 21 23Lnk/Act

Console

25 25

26

Link/ActIn Use

Link/ActSpeed

26

4526T-PWR

System SD

Optional SD

System SD RESETEXTO/P AUDIO

RS232 LAN

EXPANSION

5 86 7

1 42 3

INPUTAC 100 -240V50/60 Hz 17A

CPUOptional SD

WAN

AUX

OKPHONEMESSAGE

CONTACTS MENU CALL LOG

VOLUME

ABC DEF

JKL MNOGHI

1 2 3

4 5 6

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7 8 9

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0 #

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HEADSET

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Avaya one-X

1950

MiaRec recorderPSTN /

SIP trunk

Avaya IP Office

Network switch with port mirroring

CTI Link

Mirrored packets

H.323 and RTP traffic

Avaya IP phones

OKPHONEMESSAGE

CONTACTS MENU CALL LOG

VOLUME

ABC DEF

JKL MNOGHI

1 2 3

4 5 6

TUV WXYZPQRS

7 8 9

*

[

0 #

.,@

MUTESPEAKER

HEADSET

FORWARD

Avaya one-X

OKPHONEMESSAGE

CONTACTS MENU CALL LOG

VOLUME

ABC DEF

JKL MNOGHI

1 2 3

4 5 6

TUV WXYZPQRS

7 8 9

*

[

0 #

.,@

MUTESPEAKER

HEADSET

FORWARD

Avaya one-X


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