I am looking for a constant call recording system which will record every call within a 24/7 operation.
I would prefer it if it had DVD-RAM archive capabilities and has to have a very simple user interface.

What do other people use and what would people suggest. I was looking at Mercom's audiolog and also at Verint's Ultra server.

Thanks.

has to have a very simple user interface

I assume you mean that it has to be easy to use - but should I also assume that it has to have limited functionality? If all you need to do is record all calls and dump them in a pot without the ability to search and index then you can get a system very very cheaply (although, in fairness, it would be practically useless).

Most of the difference between call recorders comes down to ability to search and retrieve once you've got over the problem of where to record the call. It sounds like in your case at the trunk would be most appropriate.

I was quite interested in some software that I saw from Veritape recently - but I then had problems getting hold of them (which is never a good sign).

I've call recorded on a Rockwell before with some software I designed using the transaction link. This isn't for the feint of heart. I've also call recorded using PC hardware and open source software. This is a little easier - contact me if you want more details as I can let you know more about what's required.

The main problem with call recording is that unless it's totally integrated with in the Rockwell system you're going to need some sort of connection to the switch that has as many channels you want to record. DPNSS / PRI cards are expensive - and this makes call recorders expensive.

Therefore, it may be an option to look at a hosted recording provider. Essentially, all calls pass through them on network and are recorded before they hit your switch. I don't know exactely, but I've got an idea that MX digital may be able to provide this kind of service.

Cheers,
D

If we can be of assistance please let us know. We work with a number of call recording companies to ensure the best call recording solution to suit a client's particular requirement. We also work with Aspect Software, now the owner of Rockwell.

Is this something you offer hosted, or only on-premise?

I have been looking at Veritape and found them very good. If you need contact details let me know.

Paul

Hi there,

At Verint we record all calls in a compressed WAV format but don't archive them on DVD RAM as standard. The cost of recording onto RAID5 is so low these days with the newer algorithms that it just makes more sense. The productivity and management savings made through the fact that users can get access to the audio through a web browser interface without manual intervention payback any investment required.

Hope that helps,

James

The cost of recording onto RAID5 is so low these days with the newer algorithms that it just makes more sense.

I can see how the web interface removes the need for people to take a DVD to their local PC in order to listen to a recording, but some people also use them to backup call recordings for DR/BC purposes.

I assume that Verint have a solution for this - or is backup up the database with a 3rd party tool sufficient? If you've got your own tool, what media can be used?

Backups can be to any media, it's an open platform. NAS, SAN, Tape, DVD libraries etc. Usually the customer implements their own corporate backup strategy - or we can provide advice.

But the media aren't used as an archive to extend the retention period, and that's the difference.

Many devices out there which state "Dual DVD" etc have a limited amount of storage online and need the media to be replaced every couple of days. To enable a playback of a call from last month means a manual dip into a catalogue of disks, finding the right one and restoring the call. This at the very least is inconvenient and an added time delay in response to to a customer complaint, but is also costly to manage.

Some clients implement upto 13 year retention strategies, that's a lot of DVD s ;-) Others 6-18 months and never have to touch the system for playbacks.

Hope that helps.

James