VoiceCyber Technologies Ltd. www.voicecyber.com
VoiceCyber Logging System
Table of Contents 01 03
Overview VCLog–An Approach to your TDM and VOIP call recording system
03 Traditional TDM 04 VoIP Call Recording 07 Easily Migrate from Traditional to VoIP Telephony Recording
10 11 12 13 14 15 16 17 18 19 20
VCLog Search & Playback Intelligent, real-time key word mining (options) Archive Recycle Screen Logging (options) Browser based management (Options) System Diagnostic Utilities (Options) 24-hour robust and intimate Guard for Your Recording System — VCLog Encryption & VCLog Operation Report (Options) Combination of Portability and Security Content Analysis and Operational Oriented Tools APPENDIX 1
20 Product Specification for Call Logger -VCLog series
21
Appendix 2
21 VCLog Digital recording support list
23
Appendix 3
23 VoIP PBX and phones supported list
24
Appendix 4
24 VCLog Audio Storage Size by CODES
CREATURELAB NETWORK SOLUTION.CO.,LTD
VoiceCyber Logging System
VoiceCyber Logging System Overview Trusted and proven reliable and resilient for over a decade, VoiceCyber offers the most intelligent, flexible recording solution enabling contact centers, financial institutions, public safety and other sites to document all information related to certain business operations, protect the commercial confidential information and mitigate risk. VoiceCyber Logging System can record your multimedia interactions from a wide range of network configurations, TDM, VOIP and hybrid telephony environments, and across any number of locations. It provides the capability to capture, store and maintain customer interactions, including voice, text and screen activity. It's seamless integration with other VoiceCyber Smart Solutions such as VCLog ScreenLogger and Advanced Quality Management –CPCe (please refer to CPCe brochure) enhances VoiceCyber's offering to deliver significant value added capabilities which can optimize operational efficiency and provide detailed customer insight.
Introduction to VoiceCyber Logging System Call Recording Host - VCLog
PSTN
Phone PBX
Analog-VCLog-Ie Digital Station Side-VCLog-IIe Digital Trunk Side-VCLog-IIIe/IVe Single Step Conference-VCLog-VIe
Internet/Intranet
IP Phone IP PBX
Passive VoIP-VCLog-VIIe Active VoIP-VCLog-VIIIe
Call Performance Control System - VCLog CPCe VCLog CPC Call center performance contral
Option Screen Control Encryption
Agent’s Screen Monitoring Streaming real-time monitoring
Diagnostic Audit trail Performance Statistic Report
CREATURELAB NETWORK SOLUTION.CO.,LTD
01
02
VoiceCyber Logging System
Your Complete and Feature-rich recording solution Enjoy unsurpassed efficiency and ROI! The unified system supports virtually any PBX – digital or analog, TDM or VoIP, individually or blended – with a unified interface and industry standard file formats. Enjoy double proofed System Security! The VoiceCyber Logging system assiduously collects transaction processes and safeguards critical evidence without exposing your data to unauthorized access. VCLogEncryption guards your data from unauthorized access with strong user authentication management and comprehensive audit trails. Every call record within the VCLog application will be encrypted in real time to ensure authenticity and preserve the integrity of your evidence. (Please refer to page xx) And to further ensure maximum security and compliance with end user’s regulations, VCLog also provides another security application to monitor sensitive information with Detailed Audit Log Reporting—VCLogOperation Query. (Please refer to page xx) Enjoy Cost-effectively customization! VoiceCyber’s robust call recording solutions can be adapted to meet the evolving demands of organizations of all kinds – from small and medium-sized contact centers to global enterprises employing any combination of in-house and remote employees. Enjoy Secure, Centralized Access and Administration! VoiceCyber Logging System provides a plenty of tightly integrated components (VCLogCQC and VCLogWeb) which retrieve, playback your recordings from the user-friendly Local Client interface or from anywhere in the world with an Internet connection and e.Net Client. Recordings can be achieved from either a dedicated client side or from a Web-based portal, selectable for each user based on the range of their needs, responsibilities, and access rights. Enjoy excellent Data Management and Storage Options! VoiceCyber Logging System manages thousands of hours of call recordings to intelligently and efficiently meet your operational and information management needs. Define rules for recording and organizing your call records based on the time events and call information collected before, upon, or during each call interaction. Benefit from unlimited storage capacity, it can be configured for centralized or distributed storage. Store recordings online on redundant, hotswappable hard drives – RAID 1, RAID 5, or RAID 10 – for Short Term or Long Term storage. Archive on long term storage media, such as DVDs, or on your Network Attached Storage (NAS/SAN) devices. Enjoy Lowest Total Cost of Ownership! VoiceCyber recording solution integrates into your existing network infrastructure and allows for streamlined maintenance leveraging open standards and non-proprietary hardware. The software-based solution can be easily configured to integrate with your existing business systems. You can continuously build upon your initial investment and migrate to future technologies as your needs evolve with the adaptable VoiceCyber Logging System.
CREATURELAB NETWORK SOLUTION.CO.,LTD
VoiceCyber Logging System
03
VCLog –An Approach to your TDM and VOIP call recording system Traditional TDM With the high impedance line interface, VoiceCyber Logging System is a complete hardware solution for any call recording application. It not only can carry out tap recording in digital station side without any traditional DAC D/A conversion devices but also passively taps an analog loop or ground start 2-wire trunk in parallel, providing audio data while never interrupting service. Moreover, it is suitable for digital trunk type of E1 (R2)/T1 and ISDN (PRI) high impedance tap recording, support a wide range of telephony signaling system. VoiceCyber specially provides step conference call logger adapting to distributed contact center. It can start/stop record, get call ID, extension number and so on through working with CTI together, easy to make Concentrate Management and reduce cost. Features:
8~256 channels per system, widely be accommodated with different scale of system.
Advanced voltage regulation technology, adapted to various kinds of PBX circuit extensively.
Support the most of mainstream digital PBX and digital phone
Steaming live monitoring via network without any further burden on call logging host
Captureing call information such as DNIS, ANI, DTMF etc. from D-channel
High-impedance tap recording while never interrupting service
Software switchable between T1 and E1
Capture a plenty of CTI data via CTI server
Selectable storage media, such as: tape (DAT),DVD+/-R(RW),NAS (network access storage), SAN (storage area network).
CREATURELAB NETWORK SOLUTION.CO.,LTD
04
VoiceCyber Logging System
VoIP Call Recording Before we go any further, let’s take a look at the typical VoIP telephony environment nowadays. Please kindly refer to diagram as follows:
Internet Network Switch IP Phone
PSTN
Gateway
TDM Phone
Fig. 1 IP telephony environment The most popular deployment for VoIP communication environment today is hybrid mixture of TDM telephony and VoIP technologies. In order to receive the calls from traditional TDM network, the VoIP gateway is the must, which serves as a bridge between the PSTN and the VoIP network. It converts VoIP data packets and routes them to the appropriate receiving device. Another key component in a VoIP network is the Network Switch. The Network Switch provides call control functions, including: call setup and termination, routing etc. even for some advanced functions like protocol conversion between H.323 and SIP. More and more manufacturers integrate the function of network switch into gateway itself. The function just remains the same whatever. VoiceCyber, an award-winning Avaya, Cisco, Nortel, Genesys Gold Partner, has developed the most advanced VoIP call recording solution available today – VOIP Call Logger! Through collaboration with them, VClog ensures that organizations are able to effectively leverage VoIP recording solutions to capture, evaluate, analyze and improve multimedia interactions over converging both IP-enable network and IP-PBX environment. VCLog provides multiple approaches to VoIP recording scenario, Trunk side recording with CTI/ACD involved, conferencing mode recording, Passive/Active mode recording and Packet Forwarding with VCLogCMServer.
CREATURELAB NETWORK SOLUTION.CO.,LTD
VoiceCyber Logging System
Passive or Active? Passive mode - Port mirroring is used on a network switch to send a copy of all network packets seen on one switch port (or an entire VLAN) to a network monitoring connection on another switch port. In Cisco platform this feature is called SPAN, which is short for Switched Port Analyzer. This is meant to be used for monitoring network traffic, like intrusion-detection. Since all IP telephony vendors use RTP protocol for sending VoIP packets, this features can be utilized for VoIP recording solution. By connecting to the mirroring ports of network switch, VCLog “sniffs” the network and records RTP packets for user-defined target phones. VCLog is able to decode VoIP packets and translates (DHCP) assigned IP addresses into the extension numbers into the extension numbers. In the other word, only one of three variables – IP address, Mac address and Extension Number has been determined, VCLog is capable of mapping the VoIP data streams to the physical agents’ stations or extensions. Unfortunately, it’s only feasible for SIP environment; however, MAC address still would be good alternative in H.323 VoIP scenario.
LAN/WAN
Network Switch
CTI Server
Internet IP Phone
Mirroring Ports VCLog - Passive Mode
PSTN
Gateway
TDM Phone
Fig.2 Passive mode VoIP recording By decoding the incoming data packets and reassemble the original conversations locally, VCLog is able to record them. Active mode - Most IP PBXs are designed with a Call Control Server (Call Agent) which runs on a PC independent of the PBX. Call agent is used for call management like call set up and termination. It allows an external application like logging application directly interface with PBX via a software interface. VCLog has the interface to access Call Agent’s API, it allows VCLog to command PBX to initialize a conference call. Depending on the specific Call Agent’s API, even several virtual extensions can be created in VCLog server, VCLog will be actively participate in the conference calls between incoming call and those virtual extensions. Voice cards would not be needed anymore for this solution, all types of phones including IP, digital or analog. This can result in additional advantages when recording in a mixed-type, or hybrid, telephony system. Compared with passive mode VoIP recording solution, active mode might be too much relied on the third party call control and has the same weakness as traditional conferencing mode recording solution; however, mapping device would not be a problem anymore since it is handled by IP PBX/Gateway. Furthermore, it would be a good choice for distributed and multi-site environment. Packet Forwarding with VCLog CMServer As matter of fact, “Sniffing” network will unable to filter the mirrored packets, all data packets will be forwarded to VCLog server and
CREATURELAB NETWORK SOLUTION.CO.,LTD
05
06
VoiceCyber Logging System
analyzed by VCLog locally to determine what should be discarded. In the high density IP telephony environment, it significantly impact the number of channels that can be handled by VCLog server, in other words, it would not do any help to save system cost. Another potential issue may arise due to limitations on a particular network switch’s port mirroring ability or capacity. IT departments may also be reluctant to endorse this particular approach due to the overhead of configuring and maintaining the port mirroring configurations on multiple switches in the network. Finally, in cases where network redundancy needs dictate the use of two or more data centers a call handled by the VoIP gateway in one center may not even be visible to VCLog connected to the gateway in the another center. This type of distributed carrier access usually makes a passive mode VoIP recording unfeasible. In order to solve those issues, VoiceCyber developed our own packets forwarding server – VCLog CM Server. It captures and filters the VoIP packets from network and forwards to VCLog server wherever VCLog server locates in LAN or even WAN. Two or more VCLog CM server can be deployed and configured as hot redundancy in case of any system failures. In addition to this, work load for capturing and filtering VoIP packets can be balanced in the level of CM server before forwarding to multiple VCLog IP loggers. This approach is specialized for those wide-spread business environments. It provides you the highest reliability, ultimate scalability. LAN/WAN
CTI Server
VCLog CM Server
Network Switch
VCLog-IP Logger
Internet IP Phone
Hot Redundancy Workload Balance
Network Switch
PSTN IP Phone
Gateway TDM Phone
Fig. 3 Packet Forwarding with VCLog CMServer Features: Minmize Impact on Preous Network Resources: VCLog IP Call Logger can record all VoIP traffic, including SPAN and RSPAN, with very little impact on your network resoures Streaming real-time monitoring via network and support the G.729a CODECS for compression of voices files, assure the recording quality and consistency
VoiceCyber IP recording software reliably records all of your calls. Clients love the fact that the software interface is the same for recording, search and playback of both
Hardware based decoding and capturing packets to make sure that your single system can
IP and TDM calls. We wish
widely meet the demands for 2~60 channels VoIP recording
you will be very happy with the system and would highly
Enable to get a plenty of call information by integrate CTI-Link while having the conference recording
CREATURELAB NETWORK SOLUTION.CO.,LTD
recommend it to anyone .
VoiceCyber Logging System
Easily Migrate from Traditional to VoIP Telephony Recording With VoiceCyber extreme flexibility, you can count on simple migration to VoIP recording at your own pace. Uni-platform design, you can mix all types of input channels in single one chassis, such as: analog, digital station-side, digital trunk-side, VOIP etc. Record from traditional circuit-switched (TDM) and new VoIP PBXs/ACDs in the same system, with the same interface to access both types of recordings – preserving your investment. Significantly unlike other solutions that require a complete system change-out to migrate from recording in a traditional telephony environment to recording in a VoIP environment (i.e. different software, different hardware etc.). VoiceCyber’s system compresses both TDM and VoIP audio into industry standard, non-proprietary GSM.WAV file format, extending your options for file sharing and integrations with 3rd party technologies.
The Latest Solution – Phone Based Silent Recording Note: this solution is only available for CUCM (Cisco Unified Call Manager) 6.0 currently. By the agent phones (7911, 31, 41, 61, 70, 71) with BIB (Built-in-Bridge, IP phone internal DSP resource) function, both customer (Rx) and agent (Tx) media streams are mixed inside the agent phones, CUCM sends call setup messages to Agent phone, meanwhile, it invites our IP logger to silent monitor the calls via SIP trunk Agent phones will forward the media to VCLog IP recorder basing on the predefined the device name and IP address. Call information will be retrieved via CTI. Features: • No need to configure and maintain span ports any more • Saving cost for specific site equipment like packet mirroring switches • An optional recording tone can be configured to play to the agent, the customer, or both considering legal compliance • Allows Supervisor to monitor Agents through IP phone • Recording can be played via phone • Total recording and selective recording (Supervisor initialized or basing on business rules) • System redundancy for high level security requirement. The redundant logger can be used according to predefined CUCM Route list • With SIP server, work load can be balanced.
LAN/WAN
Supervisor Cisco Unified Call Manager Network Switch VCLog-IP Logger
Internet IP Phone Network Switch
SIP Server
PSTN IP Phone
Gateway TDM Phone
Fig. 4 Phone Based Silent Recording Product Specification and Digital/VOIP and Phone Set Supported by VCLog, please kindly refer to Appendix.
CREATURELAB NETWORK SOLUTION.CO.,LTD
07
08
VoiceCyber Logging System
Voice Logging System Focus Recording 1. Efficient Search and easy playback Our patented, synchronized audio and screen playback can help you gain a better understanding of what occurred during specific interactions, and advanced querying capabilities support a broad range of search criteria. See more details in VCLog module description---Search & Playback
Page 14-15
2. Word Mining VCWordMing, an optional module in VCLog family, generates living alarm by spotting the preset key words. It also empowers you a shortcut to access a plenty of call records via telephone, by simply speak out the preset key words during searching audio records via phone, you will find the wanted records very convenient. See more details in VCLog module description---Word mining
Page 16
Archiving & Recycle Voice Logging system provides storage options that include redundant hard drives, manual or automatic archiving to DVD-RAM, as well as support for NAS, SAN, and etc. It also provides “N+1” storage redundant management, which is bound to make your archiving system more stable. In addition to archiving the audio conversation in a local or remote storage area, you can choose the clear data both on storage media and database periodically to keep your archive system in good health. See more details in VCLog module description---VCLog Backup & VCLog Recycle
Page 17-18
Screen logging VCLog Screen Logger (Options) enables you to live monitor the agent records and screens without network block and time dither, and can capture all activity on your agent’s desktop as well, including mouse movements and keystrokes, without disrupting agents. See more details in VCLog module description---Screen logger
CREATURELAB NETWORK SOLUTION.CO.,LTD
Page 19
VoiceCyber Logging System
Browser based management VCLog Web (Options) enables you manage, access, search, playback the audio records by the easiest way. Wherever you are, just simply type the IP address of the logger, user name and password, you are able to carry out full control of your logger. See more details in VCLog module description---VCLog Web
Page 20
System security (Options) 1. Diagnostic (Options) VCLog Diagnostic System is devoted to live monitoring the status of server hardware, service, database and recording process. It will greatly help you control your recording system status and minimize the loss caused by some undetected mistakes. See more details in VCLog module description---Diagnostic
Page 21
2. Encryption (Options) VCLog not only enables you to trail all the operation activity in the logging system, but it can adopt an encryption strategy in recording process. This double-security strategy ensures you a robust and safe recording system, which will prevent you against most unauthorized incidents and abuse. See more details in VCLog module description--- Encryption
Page 22
3. Operation Report (Options) In order to help secure recordings from unauthorized access, you can assign the right of playback and monitoring to each user by channel, individual, and talk group. VCLog operation report can track all the operations of logging users. See more details in VCLog module description--- VCLog Operation
Page 23
Call Performance optimization VCLog Statistic Report (Options) and VCLog CPCe can help your contact center improve agent performance and enhance customer satisfaction. Supervisors can play back recordings and screens, assign tasks to evaluate agent performance, build new scoring forms, and access a broad selection of quality management reports — on site or remotely — all from their desktops. See more details in VCLog module description---Statistic report Want to know more about VCLog CPCe? Please refer to VCLog CPCe brochure.
CREATURELAB NETWORK SOLUTION.CO.,LTD
Page 24
09
10
VoiceCyber Logging System
VCLog Search & Playback VCLog advanced querying capabilities support a wide range of search criteria including VoiceID, Channel No, AgentID, Extension, CallerID & CalledID, DTMF, Call direction, screen flag, etc. This powerful search and easy playback capability can help agents resolving the frequent disputation and improving the work efficiency.
Supported search criteria: •VoiceID, Channel No, Agent ID, •Extension, Caller ID, Called ID, •DTMF, Call direction, Record time, •Record length, Screen flag, Delete flag, •Backup flag, Score, and Customized information.
Easy and efficient playback •Customize playback list —create your own display style! •Relative and absolute time line —recording time can be accurate to second! •Multifunctional play control —playback speed, A-B option and circular playback is available!
CREATURELAB NETWORK SOLUTION.CO.,LTD
VoiceCyber Logging System
Intelligent, real-time key word mining (options) VCWordMing(Options), an intelligent application module of VCLog product family, which generates alarm in real-time by spotting the preset key words. It also empowers you a shortcut to access a plenty of call records via telephone, by simply speak out the preset key words during searching audio records via phone, you will find the wanted records very convenient.
VCWordMining
Features: •Host independent: 100% percent hardware based voice recognition will not put too much workforce on logging host •Simultaneously multi-language support •Dynamic grammar allocation: change the list of words to be recognized on the fly •Speaker independent: cutting edge ASR technology enables applications ignore speaker’s voice pattern •By integrated with VCLog CPCe, ensure you manage your call center in most scientific and philosophic way
Language: US English, UK English, Arabic, Russian, Hebrew, Spanish, French, and German (Please refer to VCLog Product Release Plan for detailed information)
Process capability: Min. 8 concurrent channels per system Max. 120 concurrent channels per system
CREATURELAB NETWORK SOLUTION.CO.,LTD
11
12
VoiceCyber Logging System
Archive VCLog Archive provides flexible storage capabilities that can retain large volumes of calls online, as well as archive contacts to DVDRAM media and network-based storage resources. We offer single or group device management strategy and detailed backup strategy configuration which makes your archive management more efficient and delicate. What’s more, these flexible storage options offer ongoing access to interactions and data, enabling you to review actions and assess call handling performance over time.
Archive
Archiving strategy •Continue archiving, eject DVD Disk regularly for maintenance •Continue archiving until there are no free space on DVD Disk and NAS •Pre-set up archiving in fixed date •Archiving periodically •Manual archiving •“N+1” storage redundancy management
Supported storage media •DVD+/-R (RW) •NAS (Network access storage) •SAN (Storage area network)
CREATURELAB NETWORK SOLUTION.CO.,LTD
VoiceCyber Logging System
Recycle In addition to these delicate archive solutions, VCLog Recycle supports to manage the storage resources periodically and automatically. You can choose to clear the data both on the storage media and the database periodically to keep your archive system in good health. It will definitely relieve you from the burden of space management of hard disk.
Safety mechanism •Warning for that storage is full •Disk redundancy, Disk mirror •Mirroring tape cassette
Maintenance •Remote maintenance •Local automatic maintenance- delete old archived files automatically
CREATURELAB NETWORK SOLUTION.CO.,LTD
13
14
VoiceCyber Logging System
Screen Logging (options) VCLog Screen Logger (Options) allows the supervisor to capture all activity on your agent’s desktop. You can define any agent to be monitored and captured the screen activity. Once the call records, the application will be triggered simultaneously. Reviewing actual multimedia interaction is an efficient way to find out the mistake made by agents. By illustrating the problem visually, and create new solutions immediately result greater productivity. What’s more, with the synchronized audio and screen recording authorized personnel is able to gain not only a wealth of information about the customers, but also valuable data regarding your customer service level.
Features: •Screen capturing, monitoring and playback can be executed by any client workstation on LAN. •Playback screen can be exactly simultaneous with the audio recording •Capturing screen activity only when it changes traffic rate •Capture all activity on your agent’s desktop, including mouse movements and keystrokes, without disrupting agents.
CREATURELAB NETWORK SOLUTION.CO.,LTD
VoiceCyber Logging System
Browser based management (Options) By integrated with the most popular user interface today — web browser, VCLog Web (Options) enables you manage, access, search, playback audio records in the easiest way. Wherever you are, just simply type the IP address of logger, user name and password, you are able to carry out full control of your logger.
Function: •Searching & Playback •Multiple searching criteria: Agents ID, extension, call direction, date etc. •Customer defined records information in addition to default setting •Playback directly via browser •Live-monitor (Java virtual machine is needed)
Management Console: •Management console module is designed for all necessary system •setting, including: connection setting, Network setting, CTI type •setting, database setting, encoding & decoding setting, screen •Capture setting (option) etc.
CREATURELAB NETWORK SOLUTION.CO.,LTD
15
16
VoiceCyber Logging System
System Diagnostic Utilities (Options) VCLog Diagnostic (Options) is significant improvement to the logging system doctor that empowers user to find out system errors. More than that, Heartbeat Detection Program in VCLog Diagnostic server ensures you that the normal works at maximum to give warning of problems earlier than previously considered possible, as well as self-detect any potential risks for system stabilities.
More Features to help you troubleshoot, •Living Monitor the recording server •Automatically run and obtain the alarm data •Prompt the alarm message in each client side •Unique Design makes it simple to find out the alarm records •Detect hardware recourse usage information for advanced trouble shooting •Administrator will be informed immediately if recording server occurred breakdown. •Acquire the status information of recording server via initiative Health Detection Service •Generate and send the most comprehensive alarm report every day
CREATURELAB NETWORK SOLUTION.CO.,LTD
VoiceCyber Logging System
24-hour robust and intimate Guard for Your Recording System — VCLog Encryption & VCLog Operation Report (Options) VCLog Encryption (Options ) VCLog Encryption compliance guidelines state that organizations must protect customer sensitive data from unauthorized users. VCLog Encryption provides you the ability to continue to record all calls (audio and screen if desired) while providing management of security at a userlevel, with limitation of access to sensitive data .
•During call playback, VCLog Encryption has the ability to prevent any non-authorized users from accessing sensitive data only if he inputs correct password. This way, managers and supervisors with rights to access the confidential information, can listen to and export the calls. •This advanced method allows for the protection of both, the customer, and the organization that deals with the customer so it is particularly useful for financial institutions and public safety. •File encryption supports 256 bits key( AES ). Key will be stored in USB dongle. Other than storing key, there is a time index. Time index will be updated periodically (automatically or manually). VCLog Encryption will put the time index in the file and encrypt recording files with this key. • Multi-set combination of password configuration including letters, numbers, underline and various symbols ensures the Security of the cryptogram system. It is worthy of being mentioned that VoiceCyber has drawn up a blueprint for VCLog Encryption development. •Every call within the VCLogEncryption application is watermarked in real time to ensure authenticity, offers a powerful application to validate the authenticity of any WAV file. •Now VCLogEncryption is phasing in built-in end-to-end data encryption and key management to secure the SQL database that holds attributes of all recordings.
Power Password?
Input
Encryption/Decryption
Output
Secret key XXXXXX
User
CREATURELAB NETWORK SOLUTION.CO.,LTD
17
18
VoiceCyber Logging System
Combination of Portability and Security VCLog Operation Report (Options ) Encryption technology protects the chain of recorded voice evidence. But To confirm the integrity of the recording and data access processes, contact center should also provide a comprehensive review of all user activities within the system through examining Audit Trail reports periodically. VoiceCyber audit trail tool—VCLog Operation records all user activity within the system so that organizations can conduct full trace audits to determine who accessed any recording in the system and when. Auditable Events
Actor-start-stop
The starting or stopping of any application or actor.
Images-availability-query
The query for instances of persistent objects.
Instances-deleted
The deletion of persistent objects.
Instances-stored
The storage of persistent objects is completed.
Order-record-event
An order is created, modified, completed.
Security-administration
Security alerts, configuration changes, etc.
CREATURELAB NETWORK SOLUTION.CO.,LTD
VoiceCyber Logging System
Content Analysis and Operational Oriented Tools VCLog Statistic Report (Options) Today, more and more organizations need to handle growing numbers of information sources and the data overflow which accompany them, to outsmart sophisticated targets and to timely supply decision makers with information. VoiceCyber Logging System incorporates a wide range of analytical and operational tools-- Statistic Report and CPCe (please refer to CPCe brochure) designed to create and to significantly improve intelligence products while facilitating real-time decision making and operational efficiency. •Easy to install: An optional feature, included in VCLog Call Quality Control System, no need to make special installation.
•Consolidated Reports: Intelligence Reports deliver vital performance information and highlight where adjustments need to be made on an agent, group, or site basis. The reporting framework in VCLog Statistic Report provides a number of
Limit access to user-based data: Only the
standard features, including:
system administrator and QA manager who has the permission can use this system.
User-selectable date ranges with quick access to common periods: such as today, yesterday, this week, last week, this month, last month.
Printable views and export to Microsoft Excel.
CREATURELAB NETWORK SOLUTION.CO.,LTD
19
20
VoiceCyber Logging System
APPENDIX 1 Product Specification for Call Logger -VCLog series Selective recording parameter:
•4~256 channels per system •Signal/Noise ratio: 35dB ~ -15dBm
•VoiceCyber Logging System
•Ring detection: 30Vrms(min).16-68Hz
•Agent or agent ID
•Frequency response: 300Hz – 3400Hz +/-3dB
•Channel ID •Inbound or outbound
Operation Condition
•DNIS or ANI
•Operating Temperature: 0C to +60C
•Date
•Storage Temperature: -20C to +85C •Humidity: 8% to 80% non-condensing •Storage humidity: 8% to 80% non-condensing
Record on Demand: •Via desktop application •DTMF detection
CODECS •8Kb/s:
G.729A
•13 Kb/s:
GSM 6.10, Microsoft GSM
•16 Kb/s:
G.726
•24 Kb/s:
G.726, OKI
•32 Kb/s:
G.726, OKI
•40 Kb/s:
G.726
•64 Kb/s:
μ-law or A-law per G.711, 8 bit linear
•128 Kb/s:
1 6 bit linear PCM
•Wav format:
Microsoft GSM, 16-bit PCM
Audio signal
•Silence Detection: Programmable from API •Transmit volume control: +24 to -64 dB •Automatic Gain Control (AGC): Programmable from API •Automatic Volume Control (AVC): Programmable from API •Activity Detection: Programmable from API
•VOX
•Multi-grade password •Multi-grade system administration
Communication interface: •RS232, Ethernet, modem
•OS: Microsoft Windows NT4.0, Microsoft Windows 2000,
•Input gain control: +24 to -64 dB
•On/off hook
System administration:
Operation environment:
•Receive range: -68 dBm to + 3 dBm
Trigger conditions:
•Disk RAID •Disk Mirroring
PCM
•Alert Tone: Programmable from APIs
System Safety:
Microsoft Windows 2003, Microsoft Windows XP, Microsoft Windows Vista, Microsoft Windows 7 •Database: MySQL, SQL Server, Oracle
Audio, Visual and SMS (Option) alarms trigger conditions: •Recording malfunctioning i.e. If any channel is not recording. •Failure of any Module/Card •Failure of storing device •Any other malfunction
•Raw D channel •Network TCP/IP •Voltage detection
CREATURELAB NETWORK SOLUTION.CO.,LTD
VoiceCyber Logging System
Appendix 2 VCLog Digital recording support list Manufacture
PBX
Phones
Alcatel
4200, 4400
Reflexes™ (4000 series)
Alcatel
Omni PCX 4200/4400
4004, 4010, 4020, 4035, 4039, 4049
Alcatel
OmniPCX Enterprise R6.0 (OXE)
4004, 4010, 4020, 4035, 4019, 4029, 4039, 4049, 4059
Alcatel
OXO
4034, 4035
Aspect
Telecom Call Center
Teleset 3010, 3190, 3192
Aastra
NexSpan XS
i760E, i740N
Avaya
Definity® (2-wire)
Avaya
Definity® (2-wire)
Avaya
Definity® (4-wire)
74xx series, 84xx series,CallMaster I, II, III, IV and V
Avaya
INDeX
DT3, 2010, 2030, 2050
Avaya
Merlin Magix 2 wire
4400, 4400D, 4406D+,4412D+, 4424D+, and 4424LD+
Avaya
Merlin Magix MLX (BRI)
Avaya
S8300 G3xV11
Avaya
S8500
Avaya
S8700
Avaya
IP Office
24xx series, 54xx series, 64xx series
Bosch
Integral 3
TB13, TE13, TH13, TM13, TS13
Bosch
Integral Business phone/ MD 150
T3 Compact, T3 Classic, T3 Comfort
Bosch
Integral 33/55D
T3 Classic, OS33 - operator set
EADS (Astra)
Intecom E
ITE 12SD, ITE 30SD, ITE 760, TE30SD, TE24B
EADS (Astra) (Nortel)
Connexity M6501-L IP
eOn
eQueue
Ericsson
Business Phone 50/250 (MD150 in Asia#)
24xx series, 64xx series, 84xx series,CallMaster I, II, III, IV, Vb,and VI, XM24 Module 6408 D+, 6416 D+, 6424 D+, 8410 D, and CallMaster Vb
MLX10, MLX10 display, MLX20L, MLX28 Display, MLX5, MLX5 display 24xx series, 64xx series, 84xx series,CallMaster I, II, III, IV 24xx series, 64xx series, 84xx series,CallMaster I, II, III, IV 24xx series, 64xx series, 84xx series,CallMaster I, II, III, IV
MC401, 520, 405E, 420E, 430E, 520E, 640, M760, 760PQ, 740, 730, 720 501200-750, -001, 501800-001, 500600-001 Dialog 3200 and 4200 series, DBA706, Dialog2501, Dialog2563, Dialog2601, Dialog2631, Dialog2661, Dialog2662,
MD110/250 Ericsson
MD150 is
DBA706, Dialog 3200 and 4200 series, Dialog2501,
supported in Asia (see Ericsson Business
Dialog2563, Dialog2601, Dialog2631, Dialog2661,
Phone)
Dialog2662,
ESI
100
24 KEY DFP, 48 KEY H DFP
Fujitsu
F9600
DT24DS, DT12DS, DT12S,DT12, and DT12D
Harris
2020
Teltronic Optic Phone
Intecom
IntecomE(2-wire only)
ITE Series
Intertel
Axxess
KTS Executive w/LCD and KTS Standard w/LCD
LG
LDK-50
LKD-30DH
LG
Starex
LGP-30D
Mitel
SX2000, 3300
NEC
SV8100/8300
Superset 410, 420, 430, 401+, 4001, 4015, 4025, 4125, 4150 Dterm 85 Series, Dterm 75 Series, DTP-xx-D
CREATURELAB NETWORK SOLUTION.CO.,LTD
21
22
VoiceCyber Logging System
DTP-32D Series E (75), DTP-8D Series E (75), DTR NEC
NEAX 2400 IPX
NEC
Aspila
2D-1 Dterm Series I, DTR 8D-1 Dterm Series I, DTR 16D-1 Dterm Series I, DTR 32D-1 Dterm Series I IP1WW-24TSXH, IP1WW-24TXH, IP1WW-12TXH DTU 32 D-2 and DTU 16 D-2, DTP-8D Series E (75),
NEC
Electra Elite 192
DCU 60 (add on), DTH-16D-1G Dterm 80, DTH-8D-1G
NEC
Apex 3600
ETJ-16S
NEC
7400
DTR-16D
Dterm 80
DTP-32D Series E (75), DTP-8D Series E (75), DTR NEC
NEAX 2000,2400, 7400
2D-1 Dterm Series I, DTR 8D-1 Dterm Series I, DTR 16D-1 Dterm Series I, DTR 32D-1 Dterm Series I, Dterm Series 3 (32 button) DTL-6DE-1P(BK)TEL, DTL-12D-1P(BK)TEL, DTL-24D-
NEC
Univerge 8100/8300**
Nortel
Meridian 1, SL100
Nortel
Norstar
7100, 7208, 7310,7316, and 7324
Nortel
Norstar BCM
7100, 7208, 7310, and 7324
Panasonic
TDA or TDE 50 / 100 / 200 / 600
Philips
iS3010, iS3030, iS3050, iS3070 & iS3090
Rockwell
Spectrum
Spectrum 151
Samsung
DCS-828
DS-24SE-KTS, DCS-S1EW, DCS-S2EW
Samsung
Inforex
DS-24SE-KTS
Samsung
OfficeServ 7400
iDCS 18D, iDCS 28D
Siemens
HiPath 4000
Siemens
HiPath 3000/3750
Siemens
Realitis DX150
Siemens
Hicom 100E,150E, 300E
Optiset E Series, OptiPoint 500 Standard
Siemens
Rolm 9751CBX
Rolm Phone 240E, 312L, 400, 240, 624SL, 120
Tadiran
Coral
FlexSet 280S, FlexSet 120S, DKT 2322
Toshiba
DK280
Toshiba
CTX 100/670
Tone Comman der
S/T 4-Wire NI-1 (BRI)
(DAC BRI Card Only)
Tone Commander 6210 and 6220
Tone Comman der
Standard (DAC BRI Card Only)
Tone Commander 6210 and 6220
Vodavi
3500-01
3012-71
1P(BK)TEL, DTL-32D-1P(BK)TEL 2006, 2008, 2009, 2012, 2216, 2317, 2616, 3110, 3310, 3820, 3901, 3902, 3903, 3904, 3905 and 2250
KX-T7431, 7433, 7453, 7625, 7630, 7630*, 7668, 7665, 7220 D310/2, D320/2, D325/2, D325/4, D330/4, D340/4, D622/S, D623/S, D624/S
OptiPoint 500 Series, Optiset E Series, OpenStage 10, 20, 40, 60, AC-Win MQ Ver.3.0.20 OptiPoint 500 Series, Optiset E** advance conf, Optiset E basic, Optiset E** standard D60, D70, DT50, iSDT 300+, Multiline 15**, Multiline 8**
DKT3010-SD, DKT3020-S, DKT2010-SD, DKT2020-S, DKT2020-SD, DKT2030-S DKT3010-SD, DKT3020-S, DKT2010-SD, DKT2020-S, DKT2020-SD, DKT2030-S, DKT-3512F-SD
More digital PBX and phone set will be supported by VCLog in the future, this published information may not be up to date. Please check the current status with our representative in your region.
CREATURELAB NETWORK SOLUTION.CO.,LTD
VoiceCyber Logging System
Appendix 3 VoIP PBX and phones supported list Manufacture
PBX
Phones
Alcatel
PCX Enterprise v. 6.0 (OXE)
4010IP, 4020IP, 4035IP, 4038IP, 4068IP
Aastra
NexSpan XS
I760E, I740N
Asterisk
SIP Based PBX
IP5212, IP5224, IP5330
Avaya
S8720
5601, 5602, 5602SW. 5610, 5620
Avaya
S8730
Avaya
S8300 2 wire
4602SW,4606,4610SW,4612,4620,4620SW
Avaya
IP office
4602SW, 4610SW, 4620, 4620SW, 5620
Avaya
one-X Quick Edition
4610SW one-X, 4621SW one-X
Cisco
Callmanager
Ericsson
MD 110/MX 1 (BC12)
Dialog 4422, Dialog 4425
InterTel
5200
550.86, 550.8622, 550.8662+N33
Mitel
SX2000
5212, 5224, 5330
NEC
NEAX 2400 IPX
ITR32D-3, ITR16D-3, ITR8D-3, INASET 320C
Meridian 1 / Succession (CS1000)
IP2004, 2002, 2007, 1120E, 1140E, 2001, 2050
Nortel
5601, 5602, 5602SW. 5610, 5620, 5610SW,5620SW,9 601,9602,9610,9620,9602SW
7960G, 7961G,
7912G,
7941G, 7971G,
7920(wireless)
(Option 11C)
(Softphone)
Panasonic
KX-TDE100\200
KX-NT343, KX-NT346. KX-NT366
Siemens
HiPath 3000 series
5010, 5020
Siemens
HiPath 4000 Ver 3.0/4.0 SMR5 SMP4
OP410A, OP410E, OP410E+, OP420A, OP410 S
Shortel More PBX and phone set will be supported by VCLog in the future, this published information may not be up to date. Please check the current status with our representative in your region.
CREATURELAB NETWORK SOLUTION.CO.,LTD
23
24
VoiceCyber Logging System
Appendix 4 VCLog Audio Storage Size by CODES Note : 1. The above –mentioned data are calculated by basing of 1Kbytes=1,000Bits, 1Mbytes=1,000,000Kbytes 2. E.g. 100 hours’ recording material compressed by G.729A codes will take: 3.6MB * 100hours = 360MB 3. Screen records storage size is related with the screen scare, screen resolution, color quality and screen activity etc. CODEC
Bits/second
K Bytes/minute
M Bytes/hour
μ-la 8-bit PCM
64000
480.00
28.80
A-law 8-bit PCM
64000
480.00
28.80
Linear 8-bit PCM(Signed)
64000
480.00
28.80
Linear 8-bit PCM(Unsigned)
64000
480.00
28.80
Linear 16-bit PCM
128000
960.00
57.60
Linear Unsigned 8-bit PCM
64000
480.00
28.80
Linear Unsigned 16-bit PCM
128000
960.00
57.60
Linear,6 Khz,8-bit PCM
9600
720.00
43.20
GSM 6.10
13000
97.50
5.85
Microsoft GSM
13000
97.50
5.85
Dialogic (0Ki) ADPCM
24000
180.00
10.80
Dialogic (0Ki) ADPCM
32000
240.00
14.40
G.726 ADPCM
16000
120.00
7.20
G.726 ADPCM
24000
180.00
10.80
G.726 ADPCM
32000
240.00
14.40
G.726 ADPCM
40000
300.00
18.00
G.729a
8000
60.00
3.60
G.723.1
64000
48.00
2.88
G.723.1
5333
40.00
2.40
CREATURELAB NETWORK SOLUTION.CO.,LTD
VoiceCyber Technologies Ltd. www.voicecyber.com
