Smart Logger II for contact-centers Solution for contact-center operators’ work control

Highlights

The system is intended to be used in IP contact-centers (call-centers) built on Avaya, Cisco systems and Genesys software. It provides the registration of calls and gives uniform software environment for analysis of calls and real-time operators work control to supervisors and contact-center managers.

The system supports CTI hardware integration in contact-centers. It traces operators seats and their status in workgroups.

CTI-server integration module has its own fixed price which does not depend on the number of licensed channels.

Features

• Recording modes
  • total recording
  • operating button(Skip on Demand/Record on Demand)
• Playback modes
  • real-time monitoring
  • playback on demand
  • automatic sequential playback of clusters of recordings
  • playback of recordings without typical preface of the conversation
  • mixing the recording from different operators to compare their skills in typical calls
  • facilities for comfort perception and speech intelligibility: digital AGC, playing in loop, adaptive noise cancellation, tempo correction
• Search, analysis and operating with calls
  • “quick” and enlarged search filters, calendar search, telephone number search, operators search, workgroups search
  • making of quality control lists and questionnaires basing on MS Word patterns which are kept in databases and connected with recordings
  • accompaniment of recordings life cycle with service digits and colored marks
  • automatic archiving to CD/DVD
• System reliability control
  • logging of all system events and users activities
  • multilevel access restriction system
  • e-mail and SMS notification about all system events
  • opportunity to build a system with full hardware redundancy of recording stations and database replication

Basic technical characteristics

• Operating with static and dynamic IP in networks
• Connecting to LAN: IP V.4, Mirroring/Span port Ethernet 100 Mb/1 Gb
• Integration with CTI: TAPI, SAPI
• Codecs: g711, g729a
• MS SQL Server 2005 Express; Database size up to 5 mln recordings
• MS SQL Server 2005 Standard; Database size up to 100 mln recordings
• Files format: *.wav , G.711 a/mu-law stereo, IMA ADPCM 4 bit mono, GSM 6.10
• Archives format: CD/DVD±R/RW: *.xml

User interface

The system has one-windowed multi-role interface with the possibility for individual settings for different kinds of users.

Users settings are automatically activated in the moment of authorized entering the system. All of the users operations: system settings, channels real-time monitoring, searching and listening of recordings are performed in one and the same application.

The main operations with the list of recordings are managed over the context menu. There are references to quick filters and a calendar in the right side of the window for quick search of the recordings. Recording channels list is presented as a logical structure which corresponds to contact-center workgroups staff. The channels structure is refreshed automatically according to operators and workgroup statuses changes in CTI-server.

The current state of the channel is presented in the channels list. For real-time listening of the calls you just need to double-click a recorded channel string.

The system has user-friendly interface.

System architecture and capability

The architecture of the system is scalable. It is easily expandable with the servers with typical configurations which differ only in the size of their hard drives and main memory.

• Up to 100 operators
  It’s possible to install all the software components for 100 operators to a server with 2,67 GHz Intel Core 2 Duo.
• More than 100 operators
  It is recommended to include a dedicated database server and a recording station with a typical configuration to system hardware set while increasing a number of channels.
  The offered typical configuration allows using the system in distributed contactcenters with the number of operators up to 1000.
  Basic software of the system provides the formation of phone calls database which can contain up to 5 million phonograms under control of MS SQL Server 2005 Express.
  It is included to the distribution set and the paid licensing is not required.
  The system allows centralized database with a number of recordings to 100 million phonograms under control of MS SQL Server 2005 Standard for large and distributed contact-centers.