BrightArrow ExecutiveAssistant 6.0 Call Recording

Transcription

1 BrightArrw ExecutiveAssistant 6.0 Call Recrding ExecutiveAssistant fr Call Recrding BrightArrw prvides the premier Call Recrding slutin fr the 3Cm NBX that is unparalleled in terms f features and value: BrightArrw Executive Assistant. Because f the high csts and hardware requirements f traditinal hardwarebased r packet sniffing call recrding prducts, recrding has histrically been relegated t high-end call centers with large budgets. Alternatively, sme legacy phne systems ffer an ptin in their vice mails t tap int vice mail as a way t recrd calls. Fr anything but spt usage, hwever, that type f call recrding is bth pricey and restrictive because the limited vice mail prts remain tied up fr the duratin f calls, vice mail strage space is ften limited, and the functinality is inherently quite restrictive. BrightArrw ExecutiveAssistant cmbines call recrding with mnitr/whisper/barge-in fr any r all calls assciated with the NBX (even including incming calls that are transferred back ut t remte phnes with Find-me/Fllw-me). With ExecutiveAssistant, yu have pwer and flexibility beynd the mre expensive 3 rd -party ptins. Sme new features t supplement bth types f recrding such as Recrd frm Nw and Pause/Un-paused are described belw. Why Recrd Calls? In tday s cmpetitive market, custmers are becming mre demanding it is increasingly imprtant t have gd dcumentatin f cnversatins with custmers and vendrs. Here are sme example benefits f call recrding: Ensures cmmitments and agreed details are dcumented t avid future disputes Allws review f cnversatins later when evaluating custmer cmplaints Infrmatin fr reviewing emplyee perfrmance, particularly fr training purpses Dcuments psitive kuds frm custmers and prspects fr internal mrale bsting Recrds cnversatins fr marketing materials using custmer testimnials Captures detailed infrmatin when it is t slw r difficult t write everything dwn Archives cnference calls fr sharing with missing participants With tday s price f hard-drives, it is finally affrdable t capture the quantity f data that recrdings generate On Demand vs. Always Recrding With ExecutiveAssistant, call recrding can be cnfigured t either be Always r On Demand. If Always is selected fr chsen emplyees, all cnversatins will be captured. This includes inbund, utbund, calls frm hunt grups, DID, peratr transfers, ACD grups and even Find-me/Fllw-me calls that the emplyee receives n their cell phne. On Demand calls are nly recrded if the emplyee r supervisr chses t recrd it at sme pint during the call. If the emplyee decides at any pint they want t capture the cnversatin, they press Star-Star (**) the ther party des nt hear the cmmand but the cnversatin is recrded retractive t the first wrd spken. This type f recrding finally answers the need f On Demand call recrding it archives what Has Been Said instead f just What Is Ging T Be Said.

2 BrightArrw ExecutiveAssistant 6.0 fr the NBX Call Recrding Security Althugh it is imprtant t capture cnversatins in many rganizatins, it is als imperative t preserve the security f thse cnversatins. The V3000/V5000 phne systems have all cnversatin scrambled ver the LAN, and with BrightArrw ExecutiveAssistant, thse cnversatin remain encrypted except within the secure framewrk f the ExecutiveAssistant server. Types f Organizatins Wh Need Recrding Law firms ften need On Demand recrding fr capturing details f imprtant cases Financial firms and transactin departments f ther cmpanies frequently must dcument the spken details f financial transactins Public service rganizatins, such as law enfrcement r emergency services, where reviewing cnversatins later is ften critical Technical and engineering firms and departments benefit frm capturing the details f technical cnversatins Firms that hld cnference calls fr their custmers, vendrs, remte emplyees, r even investrs wh need t capture what is being said Cmpanies with call centers where service representatives can be guided thrugh regular review f their cnversatins Cmpanies that have emplyees receiving r placing calls frm cell phnes where it is impractical t immediately write dwn details f the cnversatin Organizatins where infrmatin received by ne emplyee can be f use t thers Offices where imprving the infrmatin flw and minimizing errrs increases cmpetitive advantages The administratr is the nly persn wh can designate which Supervisrs have access t which emplyees secured by the Supervisr s passwrd. Cmpetitive phne systems typically either nly supprt packet sniffers, which require that cnversatins be un-scrambled n the netwrk, r recrd int vice mailbxes, which is secure but very restricted. BrightArrw s ExecutiveAssistant is a uniquely flexible and secure methd f recrding cnversatins. In reviewing this list, it turns ut that the last several items apply t virtually all rganizatins. Given the lw price and high value f call recrding, particularly in dcumenting transactins and dispute reslutin, the ROI is very fast. Sunds f a Recrding BrightArrw s Recrding feature has sme special ptins t enable cmpliance with lcal state laws. In additin t methds by which the caller can be ntified f ptential recrding when a call first arrives, ExecutiveAssistant includes an ptinal feature fr playing a peridic beep tne.

3 BrightArrw ExecutiveAssistant 6.0 fr the NBX Call Recrding Real-time Call Status Infrmatin Display Hard-drive Space Is Cheap Phne cnversatin infrmatin is lgged and immediately available t users n their PC display. After a cnversatin is ver, the PC still displays that last call s dialed number (r Caller ID) alng with the time and duratin. This is especially useful fr prfessinals like attrneys s that they can dcument their cnversatin fr billing purpses, while having a cnvenient and lasting view f the time spent n the phne. Yu als have instant access t yur Call Lg n yur PC screen, which can be handy fr attrneys, fr example, t lg their billing infrmatin at times that are mre cnvenient fr them. Their administrative assistants can be prvided access t this same infrmatin if they are lgging the call data r assembling the client time lgs. This same Call Lg data can be exprted int Excel frmat with a single click, and srted r arranged by Caller ID, called number, date/time, r emplyee. With ur WMA cmpressin feature, an 80MB drive will stre ver 3,500,000 minutes f recrdings. BrightArrw ExecutiveAssistant lets yu define autmatic archival perids fr writing ld recrdings t DVD, r even purge ld recrdings if yu prefer. With the help f Mre s Law, we have finally reached a time where hard-drive limitatins n lnger are a limiting factr fr recrding any r all cnversatins. One Integrated Platfrm Even if calls are received via Find Me / Fllw Me n a cell phne, thse calls are still lgged and available fr later review and billing purpses. BrightArrw ExecutiveAssistant prvides a rich set f recrding features that nt nly integrate with the V3000/V5000 system, but with the ther features f ExecutiveAssistant. If the rganizatin needs ExecutiveAssistant nly fr recrding purpses, the incremental cst fr each user is nly the cst f a Basic Client license (3C10452). The same server license can seamlessly perfrm the wide variety f ther features available with ExecutiveAssistant by upgrading users frm the Basic Client license t the Advanced Client license. Advanced Clients can nt nly be recrded, but have access t ExecutiveAssistant s persnal assistant features, including Speech recgnitin-based caller identificatin and screening, Smart call ruting, Speech recgnitin dialing, Call queueing and its Find-me/fllw-me features. ExecutiveAssistant s recrding wrks great with the 3Cm exchange Call Center, the native ACD feature, and any variety f phnes (NBX, Nrtel with Citel, analg handsets and even remte phnes like cell phnes).

4 BrightArrw ExecutiveAssistant 6.0 fr the NBX Call Recrding On Demand Recrding Features Using ExecutiveAssistant s On Demand Recrding feature, a user can chse t recrd a cnversatin at any pint during that cnversatin. At any time, they can press ** (star-star) and the entire cnversatin is saved (withut the ther party hearing the tuch tnes). There are als new tuchtne cmmands available t allw a recrding t start right when the keys are pressed, r t pause a recrding fr ff the recrd discussins. Any type f cnversatin is eligible fr call recrding: inbund, utbund r even remte (cell phne) cnversatins. Sme custmers, such as law firms and financial cmpanies, need the ability t cntrl which parts f a cnversatin are recrded. Fr any call that is On Demand fr recrding, the emplyee has the fllwing ptins (can be pressed frm their NBX r even a remte telephne): On Demand Recrding Keypad Shrtcuts ** (star-star) Saves the entire cnversatin, retractive t the beginning *0 (star-zer) Saves the rest f cnversatin starting frm nw (erase what was said up t nw) *7 (star-seven r star-p) Pauses the recrding ( ff the recrd ) *8 (star-eight r star-u) Un-pauses the recrding ( back n the recrd ) Fr supervisr clients, the abve recrding cmmands are als available as buttns n the PC screen. Includes Mnitr/Whisper/Barge-in The BrightArrw ExecutiveAssistant Recrding feature als has a pwerful built-in ptin t allw real-time Mnitr, Whisper and Barge-in functins. With the apprpriate permissins and a Supervisr Client license, a supervisr r clleague can hear their emplyee s call by selecting it frm a list n their PC screen. They are als a single click away frm being able t Whisper (when they speak, the emplyee hears them but the utside caller des nt) r Barge-in (jin the cnversatin). Multiple supervisrs can barge int the same call t expand cnferencing functinality beynd the 4-party NBX limit. Als, the mnitring and recrding features are nt using multicast netwrking, bradening the types f cnfiguratins where this can be implemented and used. In additin, the sftware allws the mnitring f calls that have been ruted t analg phnes and even remte phnes (like hme ffices r cell phnes). Cnferencing Beynd 4-peple The barge-in feature allws expanding the cnferencing functinality f the NBX. Advanced clients even have the ability t press Star-One during a call and add mre peple t the cnference even running the Supervisr interface. This can even be dne when recrding calls n yur cell phne (assuming the call is ruted thrugh the call recrding sftware). What Cmpnents are Required t Recrd ExecutiveAssistant runs n a dedicated Windws PC. Detailed system requirements and technical guideline dcuments are available frm BrightArrw. Required cmpnents include: 3Cm Media Driver site license (3C10329) ExecutiveAssistant Server Licenses (3C10450A) Basic Client Licenses fr each extensin and department (3C10452A) Supervisr Client Licenses fr each supervisr (3C10454A)

5 What s New in Versin 6.0 BrightArrw ExecutiveAssistant 6.0 fr the NBX Call Recrding The ExecutiveAssistant develpment team cntinues t enhance and streamline the ExecutiveAssistant call recrding platfrm. Sme f the new enhancements include: ExecutiveAssistant Sentry App is nw available that is a small applet that runs (as a service) n any server n the netwrk. Its purpse is t ensure that calls rute t the intended destinatin, even if the ExecutiveAssistant server is taken ff-line fr system maintenance. The prgrammatic interface t ExecutiveAssistant has been enhanced with ActiveX calls available prgrammatically frm ther applicatin and web interfaces t perfrm functins like turning n recrding, dialing a recrded call, restart/pause/un-pause a recrding, r even rename a cpy f recrded files fr integratin with a custmer CRM. An ptin is nw available fr autmatically cnverting recrded files t.wma frmat, which results in recrdings f 60K-80K/minute, which is a 12x cmpressin ver the native.wav frmat. The audi-n-hld that the caller hears can be specific t a department (based n incming dialed number), r even a user. The sftware nw includes a methd t start the music-n-hld file at randm start pints, if yu want the caller t hear different parts f the n-hld audi file each time they are put n hld. In additin, yu can nw cnfigure the system such that recrded calls fr specified users are autmatically e- mailed. This feature is available t recrded users wh have either Advanced r Supervisr licensing. With ExecutiveAssistant 6.00, the Call Lg has been enhanced with a Find functin that prvides fast searches f call recrdings based n phne number, extensin, Caller ID name/number, recrding anntatin, r even partial strings f these fields. In additin, each call recrding has up t three usereditable Ntes fields that can be entered immediately (via a screen-pp) during the call, r edited/searched later using the Call Lg. Pwerful/flexible search feature fr finding ld recrdings: