Features
Recording Phone calls
Automatic Call Recording
By default, CallReplay will automatically record all calls for the licensed phones, without any human intervention.
Demand Recording
Alternatively, you have the option to only record calls at human request, by easily selecting "Record This Call" from an IP Phone Service or Web Browser. The selected call will be recorded from the very beginning of it, even if the softkey was pressed in the middle of the call. However, there is an option to record the call since requested.
What calls can be recorded
CallReplay will record incoming and outgoing calls going through Cisco CM, IPTrade Turrets, Mitel MCDs and SIP VoIP PBXs. All calls will be recorded automatically, without user intervention. Held/resumed, transferred and parked calls will also be recorded.
Supported PBXs
- Cisco: CallManager versions 3.0 up to 12.5, CallManager Express 3.3 and upwards are supported.
- IPTrade Turrets
- MiTel MCD 3300
- NEC SV8100, NEC SV8300
- All SIP based PBX such as Vonage, Broadcom, etc
Supported Codecs
CallReplay uses an array of codecs (G.711 A and U, G.722, G.729 A and B, Opus) to ensure that all calls are recorded and using a minimum possible of disk space and with the highest quality possible.
Cisco
Features Cisco Forked/Active (SPANless) Recording using built-in bridges Starting from version 6, CallReplay can record Cisco phones without using any kind of port mirroring on the switch. Only Cisco phones with built-in bridges can be recorded (like 7941 and newer). More information. Version 8.0 introduced IPTrade active recording.
IP Trade
Features IP Trade IP Trade Recording CallReplay offers an fully integrated solution for IPTrade Turret VoIP recording, based on active recording. This means that the two platforms are directly connected, without requiring any additional hardware and a duplicate media stream of every conversation to be recorded is sent from the
Monitor Live Calls
Features Monitor Live Calls Live Monitoring using Cisco Phone Service CallReplay will allow a supervisor to listen to a call while it is happening. Simply type a phone number from Monitoring IP Service on your phone, and you will be able to listen to any call to or from that
Replay Phone Calls
Features Replay Phone Calls Web Playback CallReplay allows direct call playback within our Flash enabled Web Administration interface. Starting with version 5.0, it no longer requires the presence of Windows Media Player or QuickTime Player. Each party is recorded in a different channel (stereo), to better identify the speakers
Browse Recordings by Agent
Features Browse Recordings by Agent Calls Organized by Parties It is now pretty easy to find the records you are interested in, without having to remember phone numbers. CallReplay will group them automatically by their parties and will display all the critical information at once: * names and numbers for source
Call Scoring & Custom Forms
Features Call Scoring & Custom Forms Integrated Quality Scoring & Reporting
IP Phone Service
Features IP Phone Service Authenticate Authenticate with the help of the the XML interface to access the CallReplay phone functions. Browse Browse through recordings. Play and Rewind Play the recording(s) you want without the help of a computer. Rewind recordings to replay specific parts you missed or need to
High Availability recording
Features High Availability recording Purpose This feature allows copying or moving calls to another computer for various purposes: safety, centralized management, high availability recording etc. CallReplay offers the possibility of configuring a Recording server as either a Headquarter (HQ) or as a Branch. With these two options there are different
Integration API
Features Integration API Direct Database Access CallReplay uses an embedded Postgres 9.0 database. To connect to it you can use PgAdmin III (Start / Programs / CallReplay / Support / PgAdmin III). It is also accesible from Java, C# and all programming languages which can access Postgres. Port: Set during setup process, default
Technical Specification
Features Technical Specification Supported VoIP PBXs * ALL Cisco CallManager versions from 3.0 to 12.5 using Forked Recording or Skinny Protocol * Cisco CallManager Express using Skinny Protocol * IPTrade Turrets * Mitel MCD 3300 * NEC Univerge - SV8000 series, IP only * Generic SIP Supported Operating Systems * Windows 2012-2019 or later, recommended
And More...
Features And More... Backup and Restore Archive calls on local or remote user selected folder. Export Recordings Save the call you want in Speex or WAV format or send it by email. Save multiple calls and their metadata in a .zip archive. Multi Site Replication Centrally search & archive recordings from
Transcriptions
Transcriptions Call Transcription The fundamental issue with call recording is that less than 2% of all calls get listened to by a human supervisor because there is simply insufficient physical time for a supervisor to listen to multiple agents. But a human can read about 10x faster than they can
Sentiment Analysis
Sentiment Analysis Sentiment Analysis Obtain the Sentiment Positivity and Negativity Scores for each call. These scores summarize the strength of the feelings associated to each paragraph. The customer’s scores and the agent’s scores are calculated separately, so it is easy to find out who are your most (dis)satisfied customers,