The Right Choice for Call Recording OAISYS and ShoreTel: Call Recording Solution Configuration

The Right Choice for Call Recording OAISYS Call Recording Platforms and Connection Options

The Right Choice for Call Recording Portfolio Overview – Talkument Voice Documentation Features Creates digital media documents from business telephone calls Utilizes patent-pending OAISYS Portable Voice Document (PVD™) technology Centrally stores voice documents on a secure network repository Provides the ability to organize, retrieve, playback, annotate and share voice documents Key Benefits Productivity: Share information quickly, seamlessly and securely without the need to transcribe Accuracy: Capture the full interaction (tone of voice, pauses, etc. ) to verify exactly what was said and by whom, eliminating miscommunication errors Risk Management: Document phone-based transactions to minimize liability risk and ensure regulatory compliance Customer Retention: Gain insight into how customers are being treated, identify areas for improvement

The Right Choice for Call Recording Portfolio Overview – Tracer Contact Center Management Features Same core feature set as Talkument, but with advanced capabilities for quality assurance, real-time coaching and personnel development Integrated live call monitoring with pause, rewind, fast forward and IM Desktop video recording to audit PC use during calls Employee evaluations and quality reporting for proactively developing personnel and monitoring service Key Benefits Best Practices Identification: Increase revenues by sharing/promoting strong sales techniques and reducing negative practices Personnel Development: Easily establish performance standards and metrics for critical processes and systematically evaluate performance Regulatory Compliance: Promote revenue protection, avoidance of penalties, fees and negative publicity

The Right Choice for Call Recording ShoreTel TAPI Telephony Application Programming Interface that combines capabilities of the UC platform with other applications Provides data which can be used to assign permissions, start/stop recording, and deliver search results Also allows for desktop integration or desktop video recording, tagging, and CRM application integration

The Right Choice for Call Recording Connection Options Trunk Side (T1, PRI, E1, Analog, SIP) Recording Station Side Recording via Passive RTP Capture Active VOIP Recording via TAPI-WAV

The Right Choice for Call Recording Trunk Side Recording Provides cradle-to-grave call recording ◦ Automated Attendant ◦ IVR ◦ ACD Queuing ◦ Voice Messaging Preferred for organizations whose recording requirements are mission critical

The Right Choice for Call Recording Trunk Side Recording All TDM trunks (PRI, E1, T1, Analog) can be monitored using TAPI Provides trunk delivered data ◦ Outside number ◦ DNIS/DID ◦ Direction Provides extension/agent information from the ShoreTel UC system

The Right Choice for Call Recording Single Location TDM Configuration

The Right Choice for Call Recording Multi-Site TDM Trunk Configuration In an integrated trunk side environment, an OAISYS Appliance or Server is required at each location terminating trunks on which calls exist that should be recorded. The OAISYS solution seamlessly networks up to 1,500 total connections

The Right Choice for Call Recording Multi-Site TDM Trunk Configuration

The Right Choice for Call Recording Trunk Side SIP Recording TAPI monitoring is not yet available for SIP trunks from the ShoreTel UC OAISYS solutions integrated directly to SIP can obtain the following data: Outside party information Call Duration Dialed Inbound Number (DID or DNIS)

The Right Choice for Call Recording Single Location SIP Configuration

The Right Choice for Call Recording Station Side via RTP Capture Record only while active on selected stations connected to a ShoreTel UC system Connect directly to IP station traffic using passive RTP capture (port mirroring) This method is not supported when encrypting voice traffic on the LAN

The Right Choice for Call Recording Station Side via RTP Capture All Stations can be monitored using a TAPI connection to the ShoreTel UC Provides trunk delivered data ◦ Outside number ◦ DNIS/DID ◦ Direction Provides extension/agent information from the ShoreTel UC system

The Right Choice for Call Recording Single Location RTP Capture

The Right Choice for Call Recording Multi-Site RTP Capture OAISYS solution deployment using station side connectivity across a distributed ShoreTel UC network by locating an OAISYS server or appliance in each location to tap the local IP network The OAISYS solution seamlessly networks up to 1,500 total connections

The Right Choice for Call Recording Multi-Site RTP Capture

The Right Choice for Call Recording Active TAPI-WAV Recording Record calls connected to designated stations on the ShoreTel UC system Allows OAISYS software to request a copy of the audio media for any given call directly from the trunk gateway Eliminates the need for IP network configurations (port mirroring) and enabling seamless interoperability with encrypted voice communications

The Right Choice for Call Recording Active TAPI-WAV Recording All stations must be monitored using a TAPI connection to the ShoreTel UC The only notification to the OAISYS software that a call is in progress in a TAPI- WAV environment is the TAPI CTI connection OAISYS will be aware of trunk delivered data such as outside party number, DID/DNIS, and direction

The Right Choice for Call Recording Single Location TAPI-WAV integration

The Right Choice for Call Recording Multi-Site TAPI-WAV A single OAISYS solution can be deployed to record calls via active TAPI-WAV in a distributed ShoreTel network The OAISYS solution can support up to 200 connections in a single server, and can seamlessly network up to 1,500 total connections Each route point has a maximum capacity of 200 active audio streams

The Right Choice for Call Recording Multi-Site TAPI-WAV Integration

The Right Choice for Call Recording Multi-Site Networking When recording multiple locations, OAISYS can be seamlessly networked to provide a single image for all functionality All administrative tasks for networked solutions can be performed through a single interface Recordings can be stored locally at each location, or on a common NAS or SAN

The Right Choice for Call Recording Solution Scalability OAISYS Recording Appliances Off-the-shelf single, rack-mountable 1U appliance Capable of interfacing with up to two digital trunk circuits or up to 48 PBX endpoints using some form of IP recording Supports storage up to approximately 56,000 hours of recordings OAISYS Recording Servers Built-to-order server base system, scalable up to 192 ports Suitable for installations requiring advanced fault tolerance and data protection capabilities Accommodates storage from approximately 56,000 up to 200,000 hours of recordings Recordings can be archived to DVD or across Local Area Network to any desired data storage platform

The Right Choice for Call Recording Questions? OAISYS Sales Engineering option 3