Users and GroupsA centralized Access Control List organizes all users, group of users and recording rules.
Create independent groups of users for different company departments or different companies in hosted environments.
� Assign users to groups which determine their rights over the recordings.
� Define groups by user name, phone number or phone number range.
� Set different recording rules for different groups.
� Allow each group to set up its own internal hierarchy of access rights.
SSuuppppoorrtteedd pprroottooccoollss::� Cisco JTAPI Interface adapter� Cisco Skinny Client Control Protocol� SIP
SSuuppppoorrtteedd aauuddiioo ffoorrmmaattss::� WAV� MP3 (adjustable bitrate)� Speex (adjustable quality)
SSuuppppoorrtteedd ccooddeeccss::� G.711 A-law / µ-law� G.729 (with Annexes A, B, AB)
SSuuppppoorrtteedd ccoonnvveerrssaattiioonn ttyyppeess::� IP phone – IP phone, IP phone – Voice GW � IP phone – CTI port, Voice GW – CTI port
LLooccaall IIPPTT ccaallllss ssuuppppoorrtt::� Redirection, Conferences, Transfers� Parked and picked-up calls,
barged calls� Shared lines, extension mobility� Calls directed to CTI ports / applications
(e.g. IVR)
IInntteeggrraattiioonn ooppttiioonnss:: � Built-in support for Cisco Unified IPCC Express
and Enterprise� Built-in support for Genesys Contact Center� Java and web based API for 3rd party
application integration
MMaannaaggeemmeenntt aanndd MMoonniittoorriinngg::� Built-in call lifecycle management tools
to record, archive, backup, restore and erase calls
� Reporting and statistical tools� Monitoring tools – full SNMP support
PPllaattffoorrmmss aanndd OOSS ssuuppppoorrtt:: � User interface accessible by web browser
(Internet Explorer, Mozilla / Firefox and Safarifully supported) with localization into many languages
� Linux RedHat Enterprise 4� CentOS release 4 � No additional costs for licenses required!
Functional specifications
Pre-recording – the unique implementation of on-demand recordingWith the Pre-recording option, the user can choose to save a recording during a call, or after a call has finished. With ZOOM's unique Pre-recording the call is always saved from the beginning, even if the option is not selected until afterwards. Pre-recording is easyto access and manage from the IP phone's XML interface. Calls can be saved in the systemand/or sent to any e-mail address. You can save pre-recorded calls from the silent monitoringconsole too.
Pre-recording is especially useful for saving unexpectedly important or threatening calls.
ZOOM CallREC® is a registered trademark of ZOOM International. Created/printed February 2007. Electronic version of this document is available at www.zoomint.com.
Copyright © 2007 ZOOM International. All rights reserved.
Call recordingfor IP telephony and contact centers
ZOOM CallREC® is a robust IP telephony call recording solution. It is suited to enterprises of all sizes as well as hosted environments,
from groups of only a few users up to distributed installations covering large geographical areas.
EMEA Headquarters
Havlíčkovo nám. 2130 00 Prague 3Czech Republic
Phone: +420 222 554 111Fax: +420 222 554 114
Americas Headquarters
5215 North O'Connor Blvd.Suite 200, Irving TX, 75039
USA
Phone: +1 972-868-9078Fax: +1 972-868-9001
ZOOM CallREC® 3.2 is compatible with the Cisco CallManager, version 4.1(2).Go to www.zoomint.com for disclaimer.
IP Solutions, pure and simple.
ZOOM ScreenREC enables you to watch and record youragent's computer screens. Monitoring the agent's desktops is an excellent tool for supervision, evaluation and training.The captured screens can be exported together with the recorded audio calls as a movie to serve as both good and bad examples for new employees.
ZOOM ScoreCARD is a contact center quality management solution which supports you in making the right decisions.Customize questionnaires, evaluate your recorded calls, generatereports to assess agents or a group of agents over a selectedperiod, identify weaknesses, plan training and improve your services overall.
callrec_en_3xa4.qxd 26.2.2007 17:31 Page 1
ZOOM CallREC®
CallREC is call recording software solution for IP telephony and contact centers. It features an intuitive web-based userinterface, call life-cycle management, user access based on roles and privileges, total and on-demand recording and more. CallREC can be also deployed as fully hosted solution for IP telephony service providers.
Designed exclusively for Cisco IP telephony, ZOOM CallREC®
is a 100% software solution which runs on standard Intel/AMDhardware.
The CallREC advantage
� ZOOM's design philosophy is simple: we welcome our customers' suggestions for improvements and we strive to implement them.
� No design compromises – specifically written to support Cisco IPT recording in enterprise and hosted environments.
� Scalable and distributable to grow with your needs.
� JTAPI interface CallManager connectivity – the only way to guarantee 100% recording.
� Silent Monitoring feature enables you to listen to live contact centre calls.
� CallREC offers possibility of selective call encryption to protect your sensitive recording.
� No additional hidden costs for using storage space, number of recorded calls etc.
� ZOOM's dedicated service and support department is available to provide 24/7 assistance.
� Multilingual support, with extra languages supplied on demand.
� CallREC fully supports SIP, which is fast becoming the standard for VoIP.
Recording managementThe general user interface shows basic information about recorded calls. Recordings can be played, annotated, exported and deleted, all from one page.
� Access the interface from web-based browsers without any local software installation.
� Play recordings with a single click.
� Identify recordings by date, start and end times, caller ID,length of call or keywords in call notes.
� Add notes and access more detailed technical informationabout a recording with a single click.
� View recorded calls and search tools on one screen.
Search, filter and listen:Use filters to search recorded calls quickly and easily.
� Search calls by many parameters or their combination.
� Customize search filters, and share them with other users.
� When using CallREC with third party software like CRMor Call Center applications, search calls by their nativeidentification codes.
Silent Monitoring gives you the option of listening to live calls(both G.711 and G.729) with almost no delay. With a click of a button, you are able to initiate a conference call to helpthe agent.
CallREC for Enterprise DeploymentZOOM CallREC® has been specifically designed as an IP PBXsolution for all sizes, from small companies to complex call center networks. CallREC delivers easy user management and seamless integration with call center applications and CRM systems.
CallREC's unique Pre-recording function allows managementusers flexible, on demand call recording functionality along with the added security of PIN protection.
CallREC for Hosted EnvironmentsZOOM CallREC® is suitable for hosted environments, making it ideal for providers offering IP telephony or outsourced PBXservices. Providers can deploy the solution centrally, partitionedinto virtual call recording solutions for individual customers.Each customer then enjoys web-based access to a comprehensivelist of call and recording management features, without the need for any hardware or software installation.
The solution can handle thousands of concurrent calls, and so can grow with your company's success.
About ZOOM InternationalZOOM International provides powerful call recording and contactcenter quality management solutions for IP telephony usersworldwide.With offices in USA, Europe and Asia Pacific, ZOOM has wonover an international clientele across a wide range of industries.Strong management, a clear vision and investment in research and development underscore ZOOM's commitment to delivering world-class solutions. ZOOM is a Cisco Technology Developer Partner.
Nowadays, almost everyone is using call recordingSALES
� Replaying calls to improve sales technique
� Listening to real-life examples of sales best practice
MANAGEMENT
� Focusing on the situation at hand by eliminating note-taking
� Replaying unclear calls for clarity
HELP DESKS
� Supervising staff
� Compiling details of common user difficulties
� Replaying descriptions of particularly complex issues
� Resolving disputes of what information has been provided
� Forwarding complex calls to the most appropriate person without having the customer repeat information
CALL CENTERS
� Supervising employees
� Using recorded examples of good calls for training purposes
� Quickly evaluating new and non-standard situations, so the whole team can be ready for similar situations in future
� Evaluating customer reactions to IVR loops
� Keeping initial records of transactions and services provided
Recording rules:Recording rules let you decide how and when a call is recorded.
� Set general recording rules, or assign different rules to different groups of users.
� Quality evaluation: Percentage based recording provides required coverage while reducing storage requirements.
� Set special recording rules for specific times, days or other periods.
� Apply a wide range of rules to every type of call:
o Record all
o Record incoming calls only
o Record outgoing calls only
o Never record calls
o Pre-recording
Nowadays, almost everyone is using call recording
ZOOM CallREC® 3.2 is compatible with the Cisco CallManager, version 4.1(2).Go to www.zoomint.com for disclaimer.
callrec_en_3xa4.qxd 26.2.2007 17:32 Page 2
ZOOM CallREC®
CallREC is call recording software solution for IP telephony and contact centers. It features an intuitive web-based userinterface, call life-cycle management, user access based on roles and privileges, total and on-demand recording and more. CallREC can be also deployed as fully hosted solution for IP telephony service providers.
Designed exclusively for Cisco IP telephony, ZOOM CallREC®
is a 100% software solution which runs on standard Intel/AMDhardware.
The CallREC advantage
� ZOOM's design philosophy is simple: we welcome our customers' suggestions for improvements and we strive to implement them.
� No design compromises – specifically written to support Cisco IPT recording in enterprise and hosted environments.
� Scalable and distributable to grow with your needs.
� JTAPI interface CallManager connectivity – the only way to guarantee 100% recording.
� Silent Monitoring feature enables you to listen to live contact centre calls.
� CallREC offers possibility of selective call encryption to protect your sensitive recording.
� No additional hidden costs for using storage space, number of recorded calls etc.
� ZOOM's dedicated service and support department is available to provide 24/7 assistance.
� Multilingual support, with extra languages supplied on demand.
� CallREC fully supports SIP, which is fast becoming the standard for VoIP.
Recording managementThe general user interface shows basic information about recorded calls. Recordings can be played, annotated, exported and deleted, all from one page.
� Access the interface from web-based browsers without any local software installation.
� Play recordings with a single click.
� Identify recordings by date, start and end times, caller ID,length of call or keywords in call notes.
� Add notes and access more detailed technical informationabout a recording with a single click.
� View recorded calls and search tools on one screen.
Search, filter and listen:Use filters to search recorded calls quickly and easily.
� Search calls by many parameters or their combination.
� Customize search filters, and share them with other users.
� When using CallREC with third party software like CRMor Call Center applications, search calls by their nativeidentification codes.
Silent Monitoring gives you the option of listening to live calls(both G.711 and G.729) with almost no delay. With a click of a button, you are able to initiate a conference call to helpthe agent.
CallREC for Enterprise DeploymentZOOM CallREC® has been specifically designed as an IP PBXsolution for all sizes, from small companies to complex call center networks. CallREC delivers easy user management and seamless integration with call center applications and CRM systems.
CallREC's unique Pre-recording function allows managementusers flexible, on demand call recording functionality along with the added security of PIN protection.
CallREC for Hosted EnvironmentsZOOM CallREC® is suitable for hosted environments, making it ideal for providers offering IP telephony or outsourced PBXservices. Providers can deploy the solution centrally, partitionedinto virtual call recording solutions for individual customers.Each customer then enjoys web-based access to a comprehensivelist of call and recording management features, without the need for any hardware or software installation.
The solution can handle thousands of concurrent calls, and so can grow with your company's success.
About ZOOM InternationalZOOM International provides powerful call recording and contactcenter quality management solutions for IP telephony usersworldwide.With offices in USA, Europe and Asia Pacific, ZOOM has wonover an international clientele across a wide range of industries.Strong management, a clear vision and investment in research and development underscore ZOOM's commitment to delivering world-class solutions. ZOOM is a Cisco Technology Developer Partner.
Nowadays, almost everyone is using call recordingSALES
� Replaying calls to improve sales technique
� Listening to real-life examples of sales best practice
MANAGEMENT
� Focusing on the situation at hand by eliminating note-taking
� Replaying unclear calls for clarity
HELP DESKS
� Supervising staff
� Compiling details of common user difficulties
� Replaying descriptions of particularly complex issues
� Resolving disputes of what information has been provided
� Forwarding complex calls to the most appropriate person without having the customer repeat information
CALL CENTERS
� Supervising employees
� Using recorded examples of good calls for training purposes
� Quickly evaluating new and non-standard situations, so the whole team can be ready for similar situations in future
� Evaluating customer reactions to IVR loops
� Keeping initial records of transactions and services provided
Recording rules:Recording rules let you decide how and when a call is recorded.
� Set general recording rules, or assign different rules to different groups of users.
� Quality evaluation: Percentage based recording provides required coverage while reducing storage requirements.
� Set special recording rules for specific times, days or other periods.
� Apply a wide range of rules to every type of call:
o Record all
o Record incoming calls only
o Record outgoing calls only
o Never record calls
o Pre-recording
Nowadays, almost everyone is using call recording
ZOOM CallREC® 3.2 is compatible with the Cisco CallManager, version 4.1(2).Go to www.zoomint.com for disclaimer.
callrec_en_3xa4.qxd 26.2.2007 17:32 Page 2
ZOOM CallREC®
CallREC is call recording software solution for IP telephony and contact centers. It features an intuitive web-based userinterface, call life-cycle management, user access based on roles and privileges, total and on-demand recording and more. CallREC can be also deployed as fully hosted solution for IP telephony service providers.
Designed exclusively for Cisco IP telephony, ZOOM CallREC®
is a 100% software solution which runs on standard Intel/AMDhardware.
The CallREC advantage
� ZOOM's design philosophy is simple: we welcome our customers' suggestions for improvements and we strive to implement them.
� No design compromises – specifically written to support Cisco IPT recording in enterprise and hosted environments.
� Scalable and distributable to grow with your needs.
� JTAPI interface CallManager connectivity – the only way to guarantee 100% recording.
� Silent Monitoring feature enables you to listen to live contact centre calls.
� CallREC offers possibility of selective call encryption to protect your sensitive recording.
� No additional hidden costs for using storage space, number of recorded calls etc.
� ZOOM's dedicated service and support department is available to provide 24/7 assistance.
� Multilingual support, with extra languages supplied on demand.
� CallREC fully supports SIP, which is fast becoming the standard for VoIP.
Recording managementThe general user interface shows basic information about recorded calls. Recordings can be played, annotated, exported and deleted, all from one page.
� Access the interface from web-based browsers without any local software installation.
� Play recordings with a single click.
� Identify recordings by date, start and end times, caller ID,length of call or keywords in call notes.
� Add notes and access more detailed technical informationabout a recording with a single click.
� View recorded calls and search tools on one screen.
Search, filter and listen:Use filters to search recorded calls quickly and easily.
� Search calls by many parameters or their combination.
� Customize search filters, and share them with other users.
� When using CallREC with third party software like CRMor Call Center applications, search calls by their nativeidentification codes.
Silent Monitoring gives you the option of listening to live calls(both G.711 and G.729) with almost no delay. With a click of a button, you are able to initiate a conference call to helpthe agent.
CallREC for Enterprise DeploymentZOOM CallREC® has been specifically designed as an IP PBXsolution for all sizes, from small companies to complex call center networks. CallREC delivers easy user management and seamless integration with call center applications and CRM systems.
CallREC's unique Pre-recording function allows managementusers flexible, on demand call recording functionality along with the added security of PIN protection.
CallREC for Hosted EnvironmentsZOOM CallREC® is suitable for hosted environments, making it ideal for providers offering IP telephony or outsourced PBXservices. Providers can deploy the solution centrally, partitionedinto virtual call recording solutions for individual customers.Each customer then enjoys web-based access to a comprehensivelist of call and recording management features, without the need for any hardware or software installation.
The solution can handle thousands of concurrent calls, and so can grow with your company's success.
About ZOOM InternationalZOOM International provides powerful call recording and contactcenter quality management solutions for IP telephony usersworldwide.With offices in USA, Europe and Asia Pacific, ZOOM has wonover an international clientele across a wide range of industries.Strong management, a clear vision and investment in research and development underscore ZOOM's commitment to delivering world-class solutions. ZOOM is a Cisco Technology Developer Partner.
Nowadays, almost everyone is using call recordingSALES
� Replaying calls to improve sales technique
� Listening to real-life examples of sales best practice
MANAGEMENT
� Focusing on the situation at hand by eliminating note-taking
� Replaying unclear calls for clarity
HELP DESKS
� Supervising staff
� Compiling details of common user difficulties
� Replaying descriptions of particularly complex issues
� Resolving disputes of what information has been provided
� Forwarding complex calls to the most appropriate person without having the customer repeat information
CALL CENTERS
� Supervising employees
� Using recorded examples of good calls for training purposes
� Quickly evaluating new and non-standard situations, so the whole team can be ready for similar situations in future
� Evaluating customer reactions to IVR loops
� Keeping initial records of transactions and services provided
Recording rules:Recording rules let you decide how and when a call is recorded.
� Set general recording rules, or assign different rules to different groups of users.
� Quality evaluation: Percentage based recording provides required coverage while reducing storage requirements.
� Set special recording rules for specific times, days or other periods.
� Apply a wide range of rules to every type of call:
o Record all
o Record incoming calls only
o Record outgoing calls only
o Never record calls
o Pre-recording
Nowadays, almost everyone is using call recording
ZOOM CallREC® 3.2 is compatible with the Cisco CallManager, version 4.1(2).Go to www.zoomint.com for disclaimer.
callrec_en_3xa4.qxd 26.2.2007 17:32 Page 2
Users and GroupsA centralized Access Control List organizes all users, group of users and recording rules.
Create independent groups of users for different company departments or different companies in hosted environments.
� Assign users to groups which determine their rights over the recordings.
� Define groups by user name, phone number or phone number range.
� Set different recording rules for different groups.
� Allow each group to set up its own internal hierarchy of access rights.
SSuuppppoorrtteedd pprroottooccoollss::� Cisco JTAPI Interface adapter� Cisco Skinny Client Control Protocol� SIP
SSuuppppoorrtteedd aauuddiioo ffoorrmmaattss::� WAV� MP3 (adjustable bitrate)� Speex (adjustable quality)
SSuuppppoorrtteedd ccooddeeccss::� G.711 A-law / µ-law� G.729 (with Annexes A, B, AB)
SSuuppppoorrtteedd ccoonnvveerrssaattiioonn ttyyppeess::� IP phone – IP phone, IP phone – Voice GW � IP phone – CTI port, Voice GW – CTI port
LLooccaall IIPPTT ccaallllss ssuuppppoorrtt::� Redirection, Conferences, Transfers� Parked and picked-up calls,
barged calls� Shared lines, extension mobility� Calls directed to CTI ports / applications
(e.g. IVR)
IInntteeggrraattiioonn ooppttiioonnss:: � Built-in support for Cisco Unified IPCC Express
and Enterprise� Built-in support for Genesys Contact Center� Java and web based API for 3rd party
application integration
MMaannaaggeemmeenntt aanndd MMoonniittoorriinngg::� Built-in call lifecycle management tools
to record, archive, backup, restore and erase calls
� Reporting and statistical tools� Monitoring tools – full SNMP support
PPllaattffoorrmmss aanndd OOSS ssuuppppoorrtt:: � User interface accessible by web browser
(Internet Explorer, Mozilla / Firefox and Safarifully supported) with localization into many languages
� Linux RedHat Enterprise 4� CentOS release 4 � No additional costs for licenses required!
Functional specifications
Pre-recording – the unique implementation of on-demand recordingWith the Pre-recording option, the user can choose to save a recording during a call, or after a call has finished. With ZOOM's unique Pre-recording the call is always saved from the beginning, even if the option is not selected until afterwards. Pre-recording is easyto access and manage from the IP phone's XML interface. Calls can be saved in the systemand/or sent to any e-mail address. You can save pre-recorded calls from the silent monitoringconsole too.
Pre-recording is especially useful for saving unexpectedly important or threatening calls.
ZOOM CallREC® is a registered trademark of ZOOM International. Created/printed February 2007. Electronic version of this document is available at www.zoomint.com.
Copyright © 2007 ZOOM International. All rights reserved.
Call recordingfor IP telephony and contact centers
ZOOM CallREC® is a robust IP telephony call recording solution. It is suited to enterprises of all sizes as well as hosted environments,
from groups of only a few users up to distributed installations covering large geographical areas.
EMEA Headquarters
Havlíčkovo nám. 2130 00 Prague 3Czech Republic
Phone: +420 222 554 111Fax: +420 222 554 114
Americas Headquarters
5215 North O'Connor Blvd.Suite 200, Irving TX, 75039
USA
Phone: +1 972-868-9078Fax: +1 972-868-9001
ZOOM CallREC® 3.2 is compatible with the Cisco CallManager, version 4.1(2).Go to www.zoomint.com for disclaimer.
IP Solutions, pure and simple.
ZOOM ScreenREC enables you to watch and record youragent's computer screens. Monitoring the agent's desktops is an excellent tool for supervision, evaluation and training.The captured screens can be exported together with the recorded audio calls as a movie to serve as both good and bad examples for new employees.
ZOOM ScoreCARD is a contact center quality management solution which supports you in making the right decisions.Customize questionnaires, evaluate your recorded calls, generatereports to assess agents or a group of agents over a selectedperiod, identify weaknesses, plan training and improve your services overall.
callrec_en_3xa4.qxd 26.2.2007 17:31 Page 1
Users and GroupsA centralized Access Control List organizes all users, group of users and recording rules.
Create independent groups of users for different company departments or different companies in hosted environments.
� Assign users to groups which determine their rights over the recordings.
� Define groups by user name, phone number or phone number range.
� Set different recording rules for different groups.
� Allow each group to set up its own internal hierarchy of access rights.
SSuuppppoorrtteedd pprroottooccoollss::� Cisco JTAPI Interface adapter� Cisco Skinny Client Control Protocol� SIP
SSuuppppoorrtteedd aauuddiioo ffoorrmmaattss::� WAV� MP3 (adjustable bitrate)� Speex (adjustable quality)
SSuuppppoorrtteedd ccooddeeccss::� G.711 A-law / µ-law� G.729 (with Annexes A, B, AB)
SSuuppppoorrtteedd ccoonnvveerrssaattiioonn ttyyppeess::� IP phone – IP phone, IP phone – Voice GW � IP phone – CTI port, Voice GW – CTI port
LLooccaall IIPPTT ccaallllss ssuuppppoorrtt::� Redirection, Conferences, Transfers� Parked and picked-up calls,
barged calls� Shared lines, extension mobility� Calls directed to CTI ports / applications
(e.g. IVR)
IInntteeggrraattiioonn ooppttiioonnss:: � Built-in support for Cisco Unified IPCC Express
and Enterprise� Built-in support for Genesys Contact Center� Java and web based API for 3rd party
application integration
MMaannaaggeemmeenntt aanndd MMoonniittoorriinngg::� Built-in call lifecycle management tools
to record, archive, backup, restore and erase calls
� Reporting and statistical tools� Monitoring tools – full SNMP support
PPllaattffoorrmmss aanndd OOSS ssuuppppoorrtt:: � User interface accessible by web browser
(Internet Explorer, Mozilla / Firefox and Safarifully supported) with localization into many languages
� Linux RedHat Enterprise 4� CentOS release 4 � No additional costs for licenses required!
Functional specifications
Pre-recording – the unique implementation of on-demand recordingWith the Pre-recording option, the user can choose to save a recording during a call, or after a call has finished. With ZOOM's unique Pre-recording the call is always saved from the beginning, even if the option is not selected until afterwards. Pre-recording is easyto access and manage from the IP phone's XML interface. Calls can be saved in the systemand/or sent to any e-mail address. You can save pre-recorded calls from the silent monitoringconsole too.
Pre-recording is especially useful for saving unexpectedly important or threatening calls.
ZOOM CallREC® is a registered trademark of ZOOM International. Created/printed February 2007. Electronic version of this document is available at www.zoomint.com.
Copyright © 2007 ZOOM International. All rights reserved.
Call recordingfor IP telephony and contact centers
ZOOM CallREC® is a robust IP telephony call recording solution. It is suited to enterprises of all sizes as well as hosted environments,
from groups of only a few users up to distributed installations covering large geographical areas.
EMEA Headquarters
Havlíčkovo nám. 2130 00 Prague 3Czech Republic
Phone: +420 222 554 111Fax: +420 222 554 114
Americas Headquarters
5215 North O'Connor Blvd.Suite 200, Irving TX, 75039
USA
Phone: +1 972-868-9078Fax: +1 972-868-9001
ZOOM CallREC® 3.2 is compatible with the Cisco CallManager, version 4.1(2).Go to www.zoomint.com for disclaimer.
IP Solutions, pure and simple.
ZOOM ScreenREC enables you to watch and record youragent's computer screens. Monitoring the agent's desktops is an excellent tool for supervision, evaluation and training.The captured screens can be exported together with the recorded audio calls as a movie to serve as both good and bad examples for new employees.
ZOOM ScoreCARD is a contact center quality management solution which supports you in making the right decisions.Customize questionnaires, evaluate your recorded calls, generatereports to assess agents or a group of agents over a selectedperiod, identify weaknesses, plan training and improve your services overall.
callrec_en_3xa4.qxd 26.2.2007 17:31 Page 1
