Recall Call Recording
Recording
Innovative Cloud Technology
Jusan S.A. – www.jusan.es 1 www.jusan.es | tel. +34 914 560 110 | fax +34 915 531 411 |
[email protected] | © Jusan S.A. 2015
Cont ents s INTRODUCTION
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Complete range of recorders
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Scope of the range FEATURES
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Management Software
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Recording Manager Web
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Search criteria
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Tagging the recordings
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Recallview Module Storage and Security
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Storage and Security
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Recall Alarms Module
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Extension Identification
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PCI compliance
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On-Demand call recording ARCHITECTURE THE RECALL RANGE RECALL BRI RECALL E1 RECALL ANALOG RECALL SIP RECALL DIGITAL RECALL IP INSTALLATION REQUIREMENTS ABOUT JUSAN
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Introduction The Recall Suite Professional Call Recording Recall is a powerful call recording solution which brings real benefits to companies of all sizes and sectors. The ability to record interactions with customers by telephone is becoming essential in more and more organizations, not only in order to comply with current legislation and codes of conduct, but also to optimize the management of transaction data. Call recordings enables saving and sharing critical conversations, prevent or resolve disputes, detect threats and frauds, help training new agents, and improve quality of service. Once the recording has been made it is then extremely important to locate it quickly and easily, that it is of high quality and may be encrypted, and that the recording is protected against unauthorized access.
Recall key benefits Wide range of recording solutions adapted to all environments Flexible and modular architecture with unlimited storage capacity Compatible with PCI standard for credit card payments through the phone Quick search and retrieval of recordings through intuitive software tool Guaranteed confidentiality and recording integrity Possibility to tag recordings during or after the conversation
The Recall Family Reliable, Scalable, and with a high Performance prestaciones The Recall family provides the customer with reliable, scalable, and
high performance products, which in addition are easy to manage and to operate. Recall offers solutions for both line and extension recording, which permit:
Compliance with legal regulations
Emergency and critical services, public services, Banks and financial services…
Record transactions and resolve disputes
Reservations, order processing, telemarketing, deliveries, market studies…
Training and quality evaluation
Optimization of Attention Quality.
Improve security
Confidential information, fraud detection and prevention, …
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Jusan is one of the world leaders in value added solutions for the telecommunication market, with consolidated products present in 50 countries and certified by top market players. In the last few years, over 5.000 Recall have been installed resulting in more than 25.000 recording channels of different types (IP, BRI, PRI, SIP, digital and analog), in partnership with resellers, carriers, and manufacturers, which certify the interoperability between the different recall models and the most prestigious telephone systems in the market.
Complete range of recorders
The Recall Range Innovation and reliability
Recall solutions are flexible and reliable, thanks to their modular architecture, compatible with the most popular telephone systems in the market. Their price positioning is adequate even for the SME market, they are easy to install and maintain, and most important of all, they provide solutions for all kinds of telephone lines and recording types: massive, selective, and on-demand.
Scope of the range The starting point for a company that wants to incorporate call recording is to clearly identify the objective, and which calls need to be recorded. Recall products offer all three possible recording types: massive, selective, and on-demand, in order to meet any of the objectives.
All calls
Some calls
Massive and permanent recording of all incoming and outgoing calls. (blanket recording)
Record specific extensions, only outgoing or incoming calls, at specific times, or only calls to mobile phones.
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Part of the calls Start and Stop Recording at the user request, by means of a simple click on the PC or via DTMF tones.
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Features Management Software
Intuitive search For hearing, sharing, and storing your recordings All Recall models share the same management software for searching and filtering the recordings according to different criteria: date and time, number dialed, calling number, extension, call type, duration and category. The software also allows copying the selected recordings to a different location, sending them by email, or adding tags and comments.
Double click to hear a recording grabación
Recording Manager is available as a Windows application to be installed in any PC connected to the LAN at the customer site or as a web application. Access is permitted to authorized users only. The software allows to manage an unlimited number of users with different access levels and different permissions to access and manipulate data. Critical operations such as listening to recordings from other users, deleting recordings or sending them by email may or may not be authorized.
It is possible to select the menus and options available to each user.
It is possible to define the recordings accessible to each user.
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Recording Manager Web
The convenience and simplicity of a web browser Recording Manager is available as a web application to search and hear recordings from any location and any device. - Single point of installation and software maintenance - Client simplicity - Remote access from mobile devices - Enhanced security and recording confidentiality
Search criteria
Quick and easy locating of the calls The Recording Manager software includes a set of search criteria for locating the calls:
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Tagging the recordings
For sorting out and storing the recordings The audio files may be tagged according to any of the previously defined categories. The category may be a name related to the file contents such as: complaint, sale, associated campaign, or simply a comment such as “heard” or “do not delete”. Categories may be used as a filter when conducting searches.
In addition, the name of the called or calling party may be automatically or manually added and stored with any recording.
Recallview Module
Monitoring and Listening in real time The optional Recall View module allows authorized users to monitor a group of agents and listen to their conversations in real time. The software shows the agents currently in a conversation, as well as the call duration. The supervisor only needs to click on the selected conversation in order to hear it from the PC (multimedia). Note: Available for Recall IP and Recall Digital. Requires multimedia PC.
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Storage and Security
Scalable and Secure Solution Unlimited storage Recall solutions are generally installed on a server PC provided by the customer, and they offer a storage capacity limited only by the size of the hard disk. Call details are stored on an SQL data base (Express or Professional depending on the size of the installation).
Unlimited storage
Security options
Multiple audio formats and codecs. Wav, True Speech, MP3.
Easy creation of backup copies on external Hard Disk or DVD. Activity tracking to find out who has accessed any recording.
Storage capacity depend on the codec used and on the hard disk capacity:
CRM and ERP Integration Codec
Kbits/s
Hours/Gb
PCM (Stereo)
128
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PCM (Mono)
64
36
MP3 (Stereo)
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280
True Speech
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250
Open integration with third party CRMs and ERPs.
SQL Express Data Base Included in the solution. For large capacity, Professional SQL is recommended
(Mono)
Digital Watermark
Encrypted audio files
Guarantees recording integrity for a possible use in legal cases.
Advanced Encryption Standard – AES256. Guarantees security and confidentiality.
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Recall Alarms Module
Immediate event alert To prevent missing any single recording All the models of the Recall range may be optionally equipped with an alerting application, Recall Alarms, which permanently monitors the proper operation of the recording service. This application may be installed on any PC of the LAN, and includes different types of alerts:
Hard Disk Alarm
Inactivity Alarm Alerts the supervisor if no recordings are received during a programmed time interval within working hours.
Data Base Alarm
Controls and alerts in case of possible hard disk saturation.
Alerts in case of database connection problem, or when some services are stopped.
Extension Inactivity Alarm
Integration Alarm
Same as general inactivity alarm but for a single extension.
Alerts in case the extension identification procedure via CDR is not operational.
The events affecting the proper operation of the recording system are notified in real time using the following methods: -
On Screen events window
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Immediate email notification
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SMS notification (optional)
No event notified
Event Notification
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Extension Identification
Full information for a total control of the recordings Together with the recorded conversation, Recall stores a variety of associated parameters including: calling number, dialed number, call type, date, time, duration, etc. In addition, Recall is able to identify the extension associated with each specific call. -
This process is automatic in case of extension-based recording, in models such as Recall Digital and Recall IP. In case of line recording (Recall BRI or Recall SIP for example) the identification is obtained by combining the data from the SMDR output of the PBX, with the data received from the recorder itself.
PCI compliance
Security recommendations For data protection In order to comply with PCI regulations, companies using credit card information must keep a secure environment.
File level encryption
Restricted Access to the recordings
Offers on-the-fly encrypted storage for audio files, meaning that no stored data can be read without the correct password.
Provides access to audio recordings based on company-defined user rights.
User security and audits
Blackouts
Managers can conduct full trace audits to determine who has accessed any recordings for playback, export or any other critical function.
Allows muting of the recording while customer provides credit card details. Mute is manually requested by the agent, for X seconds, by just pressing a function key on his telephone set. During the mute, voice is replaced by beeps.
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On-Demand call recording
To record whenever you want what really matters In addition to the “Blanket” and “Selective” recording modes, some models of the Recall family Offer an “on-demand recording mode”, which may be used in a number of ways:
User software interface “Start Recording” and “Stop Recording” buttons on the user screen. With the Recallview One software, the user only needs to click on the recording icon to start or stop the recording of his/her own conversation. In addition, a comment may be entered or a category may be selected during the call to speed up later filtering and search.
DTMF codes The user enters a code which depending on the system configuration, allows keeping the entire recording or part of it, or alternatively deleting it completely from the system. Ignore the entire conversation
Mute recording during few seconds
“Cancel sequence” dialed at any time during a call to cancel the entire recording.
“Mute sequence” dialed when customer is about to provide credit card details. During the mute period (adjustable), the voice is replaced with a beep.
Record a conversation “Record Sequence” dialed at any time during a call to record the entire conversation.
Record only part of the call “Start/Stop sequences” dialed at any time during a call to record only parts of the conversation.
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Architecture Scalable Architecture Client-Server Software + SQL DB All products in the Recall range are based on the same client-server architecture running under Windows. Recall Software is made of a main software application for configuration and database creation called Recall Server, an SQL database (SQL Express included as standard) for storage of all recordings data (date & time, calling/called number, extension, duration, etc.) and a suite of client applications to access and control the stored recordings. Recall is supplied with a windows-based and web-based management software, which are common to the full Recall range, thereby enabling the combination of various Recall models in the case of ‘mixed’ installations. Recorded conversations are stored on Encrypted Audio files and various audio formats and compression codecs are supported: wav mono or stereo, mp3 or true speech. Recall Server is installed on a local server computer provided by the customer. Recording Manager includes also options for the creation and recuperation of database back-up files on external hard disk or DVD.
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The Recall range The Recall range is made up of the following models:
Recall SIP
Recall Analog
Recall BRI
Professional Call Recording
Recall E1
Recall Digital
Recall Radio
Recall IP
Capacity from 2 to 24 channels Recall PRI
Recall BRI For Basic Rate Interfaces (BRI) Recording of all calls Capacity from 2 to 24 channels
For Primary Rate Interfaces (PRI) Recording of all calls From 30 to 120 channels .
Recall Analog
Recall SIP For SIP channels Recording all calls on SIP trunks From 4 to 200 channels
Recall Radio
For analog trunks and extensions Recording of all calls Capacity from 2 to 24 channels
Special version of Recall Analog specifically designed to record Radio channels through an analog interface
Recall Digital
Recall IP
For proprietary digital PBX extensions Grabación sobre una selección de extensiones Capacity from 8 to 144 channels (by hardware module of 8 channels)
For SIP extensions and proprietary IP extensions Passive and Active recording modes (depending on PBX) Capacity from 4 to 100 channels per server
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Recall BRI Recall BRI is a plug and play solution designed specifically to record all calls made or received via basic rate interfaces (BRI). The solution is made up of hardware unit(s) connected in parallel to the ISDN adapters and to the local network. Each hardware unit is delivered in a 1U 19” Rack cabinet and has capacity for up to 4 BRI (8 audio channels).
Recall BRI Architecture Software application for the management of stored recordings Software application for configuration and database creation Optional Software for Extension identification via SMDR output Hardware unit in parallel to the ISDN adapter and to the local network
Recall BRI Specifications Recorded channels Connection interface
Basic Rate Interface (BRI) S0
Capacity (nº of channels)
2-24
Server PC connection
LAN
Recording mode Extension identification
Blanket / Permanent Optionally by SMDR output
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Recall E1 Recall E1 is a plug and play solution designed specifically to record all calls made or received via primary rate interfaces (PRI). The solution is made up of hardware unit(s) connected in parallel to the ISDN /E1 adapter(s) and to the PC server via USB. Each hardware unit must be connected to a dedicated USB port.
Recall PRI Architecture Software application for the management of stored recordings Software application for configuration and database creation Optional Software for Extension identification via SMDR output Hardware unit connected in parallel to the ISDN /E1 adapter and to the PC server via USB
Mana
Recall PRI Specifications Recorded channels Connection interface Capacity (nº of channels) Server PC connection Recording mode Extension identification
Primary Rate Interface (PRI) E1 30-120 USB Blanket / Permanent Optionally by SMDR output
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Recall Analog Recall Analog is a plug and play solution designed specifically to record all calls made or received via analog trunks or extensions. The solution is made up of hardware unit(s) connected in series to the analog lines or extensions and to the local network. Each hardware unit has capacity for 4 audio channels.
Recall Analog Architecture Software application for the management of stored recordings Software application for configuration and database creation Optional Software for Extension identification via SMDR output Hardware unit connected serially to the analog lines or extensions, and to the local network
Recall Analog Specifications Recorded channels Connection interface
Analog trunks & extensions, Analog radio channels Analog
Capacity (nº of channels)
4-24
Server PC connection
LAN
Recording mode Extension identification
Blanket / Permanent Optionally by SMDR output
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Recall SIP Recall SIP is a solution designed specifically to record all calls made or received via SIP trunks. The solution requires an Ethernet switch with SPAN (Port Mirror) to monitor the voice traffic. Server PC must equipped with 2 LAN cards (1 LAN port for general LAN purposes and another one connected to the Mirror port of the switch for VoIP tapping).
Recall SIP Architecture Software application for the management of stored recordings Software application for configuration and database creation Optional Software for Extension identification via SMDR output Ethernet mirror switch
Recall SIP Specifications Recorded channels Connection interface Capacity (nº of channels) Server PC connection Recording mode Extension identification
SIP Trunks Switch Mirror and aditionnal LAN port 4-200 LAN Blanket / Permanent Optionally by SMDR output
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Recall Digital Recall Digital is an integrated solution designed for the recording of all calls made or received via proprietary digital PBX extensions. The solution is made of Audio capture card(s) located in PCI or PCIe slots in the Server PC and connected in parallel to the Main Distribution Frame (Krone or RJ45). Audio capture cards are available for 8, 16 or 24 ports. The solution requires an operational CTI link on the PBX for calls signalling.
Recall Digital Architecture Software application for the management of stored recordings Optional software Recall View (real-time listening) Recall View One (on demand recording) Software application for configuration and database creation Server PC equipped with audio capture cards
Recall Digital Specifications Recorded channels Connection interface Capacity (nº of channels) Server PC connection Recording mode CTI protocol
Digital extensions Internal telephone network (MDF) 8-144 Internal audio capture card in PCI or PCIe format Selective – On-demand Required
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Recall IP Recall IP is a plug and play solution designed specifically to record calls made or received via proprietary IP phones. By default, Passive recording mode requires an Ethernet switch with SPAN (Port Mirror) to monitor the voice traffic and a Server PC with 2 LAN cards (1 LAN port for general LAN purposes and another one connected to the Mirror port of the switch for VoIP tapping). See diagram hereafter. Optionally, Active recording mode* may not require the use of Switched Port Analyser (SPAN). Both modes require operational CTI link on the PBX for calls signalling. *Consult for PBX compatibility and requirements
Recall IP Architecture Software application for the management of stored recordings Optional software Recall View (real-time listening) Recall View One (on demand recording) Software application for configuration and database creation Ethernet mirror switch
Recall IP Specifications Recorded channels Connection interface Capacity (nº of channels) Server PC connection Recording mode CTI protocol
IP Extensions (propietariy or SIP) Switch Mirror and aditionnal LAN port (Passive Recording) 2-300 LAN Selective – On-demand Required
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Installation Requirements Server PC Requirements Intel® Core or equivalent 2GHz, 4Gb RAM, SATA II HD Operating system Windows 7, Windows 8, Windows Server 2008 or 2012 Ports and controllers Dedicated USB (only Recall E1) 2 LAN cards (only Recall SIP and Recall IP) PCI o PCIe connector (only Recall Digital)
PBX Requirements CTI protocol (TAPI / TSAPI / CSTA) (Recall IP and Recall Digital) SMDR protocol through RS232 or TCP/IP to identify associated extension numbers (only Recall BRI, Recall PRI, Recall SIP and Recall Analog)
The server PC’s memory capacity must be dimensioned according to the configured audio format: PCM (stereo) 18hrs per Gb, TrueSpeech (compressed) 250hrs per Gb or MP3 (compressed) 280hrs per Gb
Secured & redundant architecture Recall Server software can be installed on secured & redundant server PC
All Recall systems are compatible with VMware environment and NAS architecture
RAID Compatible with SQL redundancy and backup
VMware Compatible
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NAS Compatible
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About Jusan Jusan Creating added value JUSAN is one of the global leaders in value added solutions for telephony, with 40 years' experience in the telecommunications sector, with consolidated products present in 50 countries and certified by top market players. Jusan sells and supports its products through a network of partners and distributors, and closely cooperates with leading carriers and manufacturers for the certifications of interoperability between its applications and the most prestigious telephone systems in the market.
A unique platform Unlimited Solutions development possibilities across all sectors The company designs solutions for Call Centers, Call Recording, CTI, Vocal Servers and Call Billing and Traffic . Analysis. Lately, Jusan is orienting its activity to Cloud solutions and to Software as a Service (SaaS) applications, and keeps bringing value by developing projects that fit the specific needs of its customers.
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