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The recording module is fully integrated in the CallCenter system.
It can record inbound, outbound conversations based on the recording rules defined in the supervisor application. The records are in VOX format (specific Dialogic format). A minute of recording has approximately 200Kb.
Our Recorder solution provides real-time monitoring and instant playback, among other features. For listening these files you don’t need a Dialogic board. A soundboard is all that you need.
The Recording process is starting either on receiving a phone call, dialing an outbound call or manually, by pressing a key into the client application. It stops either when the conversation is over or manually, by pressing a key into the client application.
All the information about the records is stored in the database with additional information: agent name, agent ID, queue name, queue id, reason code, caller ID etc. The Supervisor can retrive records based on filters : date, agent name, queue name, reason code, phone number.
Furthermore, complementary tools have been designed, providing records tracking, remote monitoring and listening.