Avaya IP Office Contact Recorder™

Call Recording Search and Replay

Overview

Many businesses record interactions with customers, suppliers and other third parties. These interactions include enormous amounts of valuable information and insight. If this is easily made available to the right people in your business, it can help you improve the service you offer to your customers while improving operational efficiency and business effectiveness. Avaya IP Office Contact Recording, available through VoiceMail Pro Call Recording, provides the ability to search and replay your valuable recorded interactions.

Capabilities

Search — Authorized users can use this browser-based application to retrieve calls based on search filters including start date/time, duration of call, name of the party calling, and the target or dialed number.

Replay — To replay recordings, simply click on the buttons next to the calls listed on your PC screen and listen through your PC soundcard. You can graphically "see" into the call using the Energy Envelope feature and rapidly identify points of interest to review, such as a prolonged silence or raised voice portions of conversations. The application points to opportunities to improve call handling or productivity.

Export — With IP Office Contact Recording and the proper security, you can quickly export recordings to non-system users. The system saves recorded calls as industry standard .wav files that can be distributed to anyone who can replay the file on a workstation with a Web browser and a media player. For example, a call from one of your top sales executives that illustrates the perfect up-selling call can be sent to the rest of your sales team for training purposes.

Format

  • Licensed module of VoiceMail Pro
  • Software-only design; no proprietary hardware required

Vuesion Call Logging and Recording Solution

Today, generating new business and retaining customers are top priorities for many companies. Personnel from sales, customer service and accounting, are at the forefront of interactions with new and existing customers. Companies continue to thrive by providing the best in all areas to increase profitability and efficiency, and decrease cost. To achieve these goals, the Vuesion® call recorder helps companies listen to their customers, identify what is working and what needs improvement. This valuable information can be shared throughout the enterprise.

  • Scalable from small groups to enterprise multi-site businesses
  • Intuitive and familiar user interface
  • Enhance customer service and provide measurable quality assurance
  • Increase employee/agent productivity with new agent training based on recorded conversations
  • Improve security with emergency numbers recording and malicious calls recording

Vuesion software runs on standard servers, standard operating systems and standard SIP protocols.

Xima Chronicall

Chronicall, Xima Software's flagship solution, started out as a simple call event monitoring application, but it has evolved into an all-purpose call history, call recording, and real-time reporting software suite. Chronicall offers revolutionary features designed to overcome the limitations of traditional call history and reporting software, and it does so by connecting directly to your phone system and logging everything that happens on each call, from the moment it starts to the second it ends. With a simple and attractive interface, a flexible licensing model, and little to no phone system configuration required, Chronicall is easy to deploy and scale.

Standard Reports:

With over 50 reports, charts, and graphs that are ready for you to report on your data, there is no shortage of data found within Chronicall Standard Reports. Xima Software understands that collecting information is only as valuable as your ability to find and analyze it. With each Chronicall installation detailed data is being collected and stored in a way that is easy to retrieve and view. We have built over 40 different reports so you can truly understand what’s happening on the phones. These reports can show you detailed information about each call. You can also run summary reports showing you quickly the information you need, or perhaps you wish to report overtime using one of our many time interval reports. We have separated our reports into filters so you can find the report that best fits your needs quickly. Report filters include:

  • Agent / Extension Reports
  • Group Reports
  • External Number / Caller ID Reports
  • Call Direction
  • Call Costing
  • Time Interval
  • Trunk

We understand that there are a lot of different reporting options for you to choose. However, one of the most unique aspects of Chronicall is our Cradle to Grave program and Call Detailed View that allows for a greater in depth look into your reports. These programs allow you to view every detail about each call in a chronological order. The layout can be customized to fit your company’s needs and you can filter the data to only show the specific calls you are looking for. You can use Cradle to Grave or Call Detailed View to verify our reports to ensure their accuracy. You can also use these programs to troubleshoot the phone system to ensure calls are being routed to the appropriate destination.

Custom Reports:

You know your business better than we do, so we have made it easy to make custom reports for your unique information that isn't covered in our Standard Reports.

Xima Software spent a lot of time creating their Standard Reports. They wanted to provide a solution that would fit the needs of most businesses. However, we realize that we couldn’t create the perfect reports that fit every company’s needs. We also understand that you know your business better than we do. That is why we created our Custom Reports Module. Chronicall’s custom report creator is easy to and allows anyone to create custom reports in minutes. You don’t need to know Crystal Reports, or be a developer. You just follow the step by step report wizard and it will allow to you build a report on the criteria that fits your business needs. First you choose your report type. Currently Xima allows for the following types of reports:

  • Agent
  • Account Code
  • Call Direction
  • Call Detailed Report
  • Caller ID / External Number
  • Event Type
  • Feature Type
  • Group
  • Local Number / DDI
  • System Report
  • Time Interval
  • Trunk

After you select the report type you are presented with all of Xima’s default values. You can select the appropriate values, and you can also apply filters to help you pinpoint the exact information you need. Every aspect of the report’s layout and function, including the report summaries you want to display, the order of the columns, how the report is sorted, and charts and graphs are all available options found within the custom reports wizard.

Some additional highlights and features of the Custom Reports module include the ability to be notified if a threshold is hit found within one of your custom reports. You can also change the look and feel of the reports which allows you to brand the report to fit the look and feel of your company. Lastly, with so many options and settings available, we understand that some users might need additional assistance creating their reports. If you have Xima Care and need help creating a report, the Xima support team is only a phone call or email away. We will make sure that you have the reports you need to make managing your call data as simple as possible.

Recording Library:

Automatically catalogs recorded calls and makes them ready to listen.

Don’t let anything come between you and the accurate call recordings your business relies on. Call Recording is the best modern tool that allows managers to improve employee performance without changing any business processes. By having this information integrated within Chronicall’s Cradle to Grave Application you are provided all the information you will need in order to evaluate your employee’s performance. Xima provides multiple recording options supported between their different platforms. Found throughout all of these options are the different recording rules customers can deploy to ensure they only record the calls they want to record. Recording rule types:

  • Extension
  • Group
  • Incoming Phone Number
  • External Numbers
  • Manual Recording
  • Percentages