vSUITE CALL RECORDING SOLUTIONS
VoIP, SIP, ISDN and Analogue Recording
Recording Methods
Our solutions can record SIP trunks or extension side VoIP, by capturing your clients network voice traffic, or record IDSN and analogue lines by connecting them to our hardware.
SIP Trunk Recording
With our call recording engine we can capture any form of SIP trunk and record both the inbound and outbound calls. In addition, by connecting to the ALE PBX using CSTA, we can also match extension details to the call.
Full SIP Recording
Using SIP signalling to capture both the voice and data, we can record calls and apply extension side details without the need for a CSTA connection.
ISDN Recording
Using our USB & PCI recording hardware, we are able to record ISDN lines, and by connecting to the ALE PBX via CSTA, we can also match extension details to the call.
Hybrid Recording
With our unique hybrid recording solution, we are able to locally record SIP, ISDN or even analogue lines, and then stream recordings to a central location or cloud server. This is useful when your client has satellite sites.
Analogue Recording
Using our USB & PCI recording hardware, we are able to record analogue lines, and by connecting to the ALE PBX using CSTA, we can also match extension details to the call.
Extension Side Recording
With our call recording engine we can capture the extension side VoIP traffic and record both the inbound and outbound calls. In addition, by connecting to the ALE PBX using CSTA, we can also match extension details to the call.
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PCI & GDPR Compliance
With call recording, it’s important to ensure the solution adheres to the appropriate PCI and GDPR data security policies. With Vurella’s call recording we have all the angles covered.
Pause & Resume
During a call, agents have several ways to pause and resume recording while taking personal information. Including our on screen app, entering a code via the handset, or integrating a 3rd party application.
Encryption
All calls recorded using our solutions are signed and secured using Rijndael 256 bit encryption. Calls can only be played back via our embedded player, and even if calls were to end up in the wrong hands, the calls would be inaudible.
Call Deletion
It’s a little known fact that in some regions companies must be able to delete calls in order to comply with GDPR regulations. Our recording solutions include this feature, but you can control who performs this task.
Permission Controlled
All user access is permission based, allowing your client to have full control over who can access the software.
Group Management
Enables recordings to be segregated, allowing your client to decide which calls are accessed by each user.
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User Features
Our solutions offer a wide range of features that are accessed via a browser based interface, which is designed to make it easy for the user to locate, listen and manage recordings.
Dashboard
Provides a graphical summary of the calls which have been recorded, as well as several quick links to access calls directly. Including recent calls, flagged calls and previously saved search criteria.
Locating Calls
Locate calls using a variety of call filters, including date & time, callers number, called number, extension, call category and more. It’s also possible to save a search criteria so it can be accessed directly from the dashboard.
Listen to Calls
Using our built in media player, users can play, fast forward, rewind and pause recordings. There’s no requirement for a 3rd party application.
Flag Calls
When a call is under scrutiny, it’s highly likely that your client will want to revisit the recording. With our call flagging option, users can categorise calls, making it easy to locate them in the future.
Call Notes
While accessing a call, users can apply notes for future reference. This is useful when users want to share additional information related to the recording.
Lock Calls
When a call is under scrutiny, your client can lock the call to prevent it from being archived. When the call is no longer of interest, the lock can be removed.
Silent Monitoring
Enables supervisors to silently listen to agents (on a live call), without the agent knowing they are present. This can also be useful when an agent is handling a difficult caller or for training purposes.
E-mail After Call.
When a call ends, a link to the recording is automatically e-mailed to the extension user. This feature can be enabled company wide or only for specific extensions.
Call Codes
This useful feature allows extension users to apply a call code or account ID immediately after the call ends. The call code can then be used to locate the call recording.
Call Archiving
Free up disk space by creating schedules to archive or delete recorded calls at set intervals. Multiple schedules can be created, and there’s also an option to restore recordings.
CRM Integration
Your client can access recordings from their chosen CRM by implementing a link to our call recording solution. We can even dip into their CRM and attach the caller’s name to the recording.
System Monitor
Ensure calls are always being recorded, by deploying the system monitor to continually check that the recorder is active. If an issue should occur, an e-mail is automatically generated to alert the system administrator.
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