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Smart Logger: Multi-Channel Сall and Screen Recording System
Reliable and flexible call and screen recording solution that helps to manage performance of front office staff, increase service level and improve the quality of customer care.
Available in various configurations, it can be easily tailored to meet customers’ requirements.
Overview
Smart Logger is a multi-channel call and screen recording solution. It allows our customers around the world to capture and analyze all internal and external interactions across various types of communication channels (analogue, TDM, VoIP, etc.).
Smart Logger is Cisco certified and fully integrates with Cisco Unified Communications Manager (CUCM) platforms.
Smart Logger is intended for quality assurance, performance analysis and can be used for workforce and business processes optimization.
Smart Logger allows solving any practical tasks for call recording in areas of public safety, security, business and in industrial, transport and energy enterprises.
Smart Logger is a fully secure solution – watermarking, digital signature, user rights administration and user authentication ensure that only authorized persons can have access to the recordings.
Advantages
- More than 40 configurations of Smart Logger software modules designed for different practical tasks
- Exceptionally high sound recording quality: audio recordings made by Smart Logger can be used for identification by speech and voice
- Watermarks and digital signature embedded into a recorded audio signal to identify signs of tampering with a recording of a phone call
- Unique speech technologies: the best noise suppression filters and emotion detection analytics
- Wide set of registered language-independent parameters to monitor and evaluate staff performance (quantity of repeated calls, client/agent interruptions, client/agent speech duration ratio, hold/transfer calls per client, silence percentage, etc.)
- Recording of an employee's screen in addition to the call
- Single window multi-role interface, easy-to-use, personalized GUI
- Flexible platform and universal architecture
- Robust solution, hardware and software redundancy, 24/7/365 readiness
- Seamless integration; CTI, CDR/SMDR support and interaction with information systems (CRM/ITSM) of customers via API
Application
- Customer service help desks (public and private entities): record conversations for safety reasons, customer satisfaction issues, to monitor and improve staff performance
- Front offices of financial institutions (banks, insurance companies, brokerage firms): record verbal communications for financial security purposes and to monitor call quality
- Energy and Utility providers: record calls for effective risk management
- Police, military and government agencies: record and retrieve recorded calls with reliable call logging solution
- Emergency services (fire, ambulance, rescue): record incoming calls to ensure efficient follow up
- Crisis hotlines
Features
- Recording of 100% of calls
- Registration of information associated with a call
- Playback with noise reduction and automatic gain control
- Real-time audio channel monitoring
- Notifying call parties about recording to comply with applicable regulations and standards
- Intuitive searching of calls by filtering and sorting
- Analytics and scorecard tools
- Screen recording
- Data archiving (CD, DVD, external repositories)
- Export and playback of recordings by usual media players
- System monitoring
- Authorized only access
- User and administrator activity logging
- Virtual environment support (ESXi, Hyper-V)
- LDAP authorization
- Internal storage of recorded calls in .sl2 and open .wav formats
- ClickOnce installer support
Technical characteristics
DBMS | MS SQL Server (2008 and above) Express Edition – up to 1,5 million recordings MS SQL Server (2008 and above) Standard Edition – up to 100 million recordings |
Audio file formats | .wav, mono/stereo, .sl2 (proprietary) PCM (8; 11,025; 16 kHz), G.711 (A-,μ- law), ADPCM,GSM 06.10, G.729A Multi-track recording for analogue signals |
Signal sources | Analogue and digital extensions ISDN PRI E1 trunks (EDSS1,R2) VoIP telephony Microphones of different types Two-way radio and line outputs 2-wire and 4-wire digital extensions |
CTI support | Avaya Cisco Naumen Samsung SAP Unify |
Record station OS | MS Windows 7/10 x64 MS Windows Server 2008 R2 SP1/2012 R2/2016 |
User’s workstation OS | MS Windows 7/8/8.1/10 MS Windows Server 2008 R2 SP1/2012 R2/2016 |
Typical record station up to 100 record channels | CPU Intel Core i5-6300 Two 500 GB hard drives 8 GB RAM 100/1000 Mbit/s Ethernet |
Product Line
Interface Boards
Version | Signal Sources | Interface | Daughterboards |
---|---|---|---|
STC-H205/4 | 4 analogue signal sources, 16-bit ADC, S/N minimum 80 dB | PCI | |
STC-H205 | 8 analogue signal sources, 16-bit ADC, S/N minimum 80 dB | PCI | |
STC-H433 | 8 or 16 analogue signal sources 24-bit ADC, S/N minimum 85 dB | PCI Express x1 | STC-H465 – extension to 16 signal sources |
STC-H537 | 6 or 12 digital extensions of digital desk phones | PCI | STC-H529 – extension to 12 digital lines |
STC-H199.01 | ISDN PRI E1 trunk | PCI | – |
Ethernet Connected Input Devices
|
|
Input Device Model | Rack Type | Dimensions (mm) | Max Qty of Port Types |
---|---|---|---|
STC-H605 | Compact | 111x175x45 | 8 analogue or 6 digital or 1or 2 ISDN PRI E1 trunks |
STC-H606 | Table-Top | 188x172x55 | Up to 16 analogue or 12 digital or up to 4 ISDN PRI trunks and multiple combinations |
STC-H730 | 19" Rack-Mount | 482x199x44 | Up to 16 analogue or 12 digital or up to 4 ISDN PRI trunks and multiple combinations |
STC-H727 | 19" Rack-Mount | 482x199x44 | Up to 48 analogue or up to 36 digital or up 8 ISDN PRI trunks and multiple combinations |
Optional Software
Optional Software
Version | Item | Description | Comments |
---|---|---|---|
STC-S352
|
File Server
|
Centralized database service
|
Necessary module for distributed networks that collects recordings into one database and satisfies robustness requirements
|
STC-S379
|
SMDR analyzer
|
RS-232 and Ethernet connection of Smart Logger system to PBX billing ports
|
Registration of subscribers’ internal phone numbers while recording through external analogue lines and E1 trunks
|
STC-S392
|
CTI analyzer
|
Connection of Smart Logger system to CTI PBX interfaces, communication platforms and dispatch centers
|
Registration of detailed information on phone calls and status of subscribers, dispatchers and front office agents
|
STC-S458
|
Video Recording Service
|
PC screen registration service
|
Synchronous PC monitor video recording and audio recording of phone calls
|
STC-S437
|
SIP Recorder
|
SIP telephony registration
|
Phone call registration in corporate networks with SIP telephony and SIP trunks by parsing IP packets
|
STC-S472
|
Avaya DMCC Recorder
|
Avaya telephony registration with CTI-integration
|
Phone call registration in Avaya Aura networks by using Service Observing, Single Step Conference and Multiple Registration
|
STC-S595
|
Cisco UCM Recorder
|
Cisco UCM recording
|
Smart Logger uses Built-in-Bridge (BIB) and Java Telephony Application Programming Interface (JTAPI) functionality for recording in a Cisco UC environment |
STC-S683
|
IP Office Recorder
|
IP telephony registration with TAPI
interface |
Recording audio data coming from VoIP channels based on Avaya IP Office and Samsung OfficeServ by logging the data from TAPI
interfaces |
STC-S394
|
Soft Button
|
Recording of front office agents
|
Call recording on demand; mode controlled by agents
|
STC-S370
|
Fax Reader
|
Fax decoding
|
Fax decoding into image files for viewing and printing
|
STC-S509
|
Notifier
|
Technical monitoring of Smart Logger system
|
Software module that enables extended monitoring of Smart Logger system operational status; alerts can be transferred via SMS, e-mail or SNMP
|
STC-S675
|
Post Processor
|
Post processing module
|
Audio file post processing (conversion to compressed formats, speech characteristic calculation, fax detection, etc.)
|
SSTC-S669
|
Cisco MediaSense
Importer |
Audio files importer
|
Automatic audio files and related data importing from Cisco MediaSense recording platform |
STC-S519 | Sound Importer | Audio files importer | Importing of audio files and recording by third-party systems from external storages with data parsing from file names |
STC-S546 | SL Connector | Backup data from standalone Smart Logger BOX audio recorders | Automatic backup of audio recordings with metadata from standalone Smart Logger BOX audio recorders |
STC-S614 | ARMTEL Recorder | ARMTEL VoIP recording | Recording of conversations from ARMTEL DCN and IPN intercom system |
STC-S654 | Agent Mapper | Identification of agents when CTI integration is unavailable | Agent Mapper application automatically associates Windows user names (e.g. front office agents without fixed workplaces) and their VoIP conversations and screen video recordings in Smart Logger database |
Additional Equipment
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STC-H277 | Mixer | Connection to duplex radio recording systems and other signal sources with four-wire interfaces. Size: 60x60x25 mm. |
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STC-H382 | Microphone with preamplifier | Control of acoustic conditions in recording environments. Two-wire 12 V power supply through interface boards or I/O recording devices. |
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STC-H468 | Lightning guard | Protection against too high voltage and current surges. |