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.

Phone calls, voice and two-way radio recording system Smart LoggerPhone calls, voice and two-way radio recording system Smart LoggerPhone calls, voice and two-way radio recording system Smart LoggerPhone calls, voice and two-way radio recording system Smart LoggerPhone calls, voice and two-way radio recording system Smart Logger

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

 

 

Options

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

STC-H277 Mixer Connection to duplex radio recording systems and other signal sources with four-wire interfaces.
Size: 60x60x25 mm.
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.
STC-H468 Lightning guard Protection against too high voltage and current surges.