CallCapture
From TeleFlow
CallCapture is a single install suite of software applications built on TeleFlow Server. CallCapture will record, monitor, store and archive calls. This application provides a complete solution to ensure calls are recorded and stored in a compressed format on the server's hard drive. This application processes conversations unattended, and allows for convenient backup and retrieval of voice recordings.
CallCapture includes a Reviewer GUI, flowchart-based call rules definition environment, customizable search capabilities, real-time agent observation and recording, variable speed playback with pitch-shifting, advanced reporting options, archiving application, and other tools.
Contents |
Software Components
The software components are GUI applications, with the Reviewer being the primary application.
Review and Monitoring Interfaces
- Reviewer (see screen shot below)
- Port Listener (Live remote listen in)
Configuration
- Port Configuration
- Scheduler
- Agent Manager
Server
- Archiver
- Monitor & Server
Features
- Based on TeleFlow Server
- Provides real-time agent observation and recording
- Monitor and record voice and radio calls
- Capture fax transmissions with add-on module
- Support for both trunk and station-side recording
- Listen in live remotely via TCP/IP
- Logging with caller ID, ANI and agent information
- Support for all popular PBX systems
- LAN/WAN accessible
- Extensive search and filtering capabilities
- Management and audit reports
- Hardware independent
- Highly compressed voice files for standardized file retrieval and review
- Variable speed playback with pitch-shifting
- Visual scheduler
- Support for ANSI standard SQL databases
- Scheduling and filtering of available ports based on call rules
- Support for AudioCodes (formerly Ai-Logix) SmartTAP voice cards
- May be archived to any digital media
Uses
CallCapture provides a means for businesses to protect themselves and their clients. It provides supervisors the ability to monitor the interaction between agents and callers, and facilitates archiving of calls for future playback and evaluation. With the live monitoring & listening mode, new hires and staff can be trained in a neutral setting. Monitoring calls remotely provides a realistic indication of conversations with clients as well as the the general quality of service.
Requirements
CallCapture is coupled with the AudioCodes' Passive Telephony cards (Ai-Logix SmartWORKS). Please see the People and Companies for list of companies which provide this hardware. The environment requires Windows 2000 or later.
Availability
The CallCapture Analog version is the current free version and can be downloaded and installed from the following link:
The same installer also provides T1/E1 trunk side and PBX recording, but requires licenses which are available from engenic.
Open Source
This application is slated be open source in 2008. Please contact engenic if you are interested in working with us to move this environment into the realm of open source. Generally, we expect to remove most of the GUI applications, and convert the rest to PHP.
Screen Shots
This screen is the Reviewer used to locate calls and review them.
Honorable Mentions
"TeleFlow CallCapture is a clear leader in the call monitoring and recording sector. We're proud to reward their hard work and innovation with a Product of the Year Award for 2003," said Nadji Tehrani, chairman of TMC and founder of Customer Inter@action Solutions®".
