How TAGrecorder works

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> How TAGrecorder works.

TAGrecorder is a software system for recording telephone calls by ‘listening’ to the voice traffic. Based on the Orecx range of software, it can offer station side recording and trunk side recording.

A station-side recording configuration requires the ability of the recorder to interface to existing phones. It is critical to know model numbers of your individual phone sets. Call data that can be collected is again specific to your particular switch type & phone set in use. Typically any call data presented to your phone display can be captured & indexed to the call. This includes dialled number, caller ID, extension, etc). The recording system will provide a date/time extension and in most cases the agent.

This recording type enables all calls to be recorded that are handled by the extensions connected to the recording system, including inbound, outbound and station-to-station calls. Only calls handled by the phones connected to the recording system are recorded. When a call is transferred out of the connected station/agent pool the call is no longer recorded. So you are able to record the internal calls, within the recorded pool, but unable to follow a customer’s call transferred out of the recorded pool.

Trunk side recording is available on any type of switch. Compatibility with the recording system is not an issue. The phone lines (T-1’s) deliver some call data. The recording system will not automatically display any metadata other than time of call and call

duration. In almost every case the switch can provide additional call data e.g. date,time,extension,agent ID, dialled number etc.

This recording type enables all calls to be recorded without investing in a record channel for each phone. For example if you have 2 T-1’s delivering up to 48 calls at once and 78 phones, you only need 48 record channels.

Another benefit to this type of recording is the ability to record your entire customers call. You will be able to record all segments of the call. Even if the call is put on hold, transferred to three different agents & then sent to a manager the entire call is captured. The down side to this configuration is no internal calls are recorded. As the recording system is connected in front of the switch, it doesn’t see any of the extension to extension calls.

For Station-side recording there are 3 components:

The server(s), the Voice card(s), the Software Licenses

1. Server Requirements:

Dual processor/Dual core CPU*, 2.6 GHz

* 0-100 concurrent conversations: dual core CPU

* 100-200 concurrent conversations: quad core CPU

2 GB RAM

Two fast hard drives (SCSI 10K RPM): one for the

OS, one for the recordings Linux (CentOS 4.4)

2. The Voice card(s)

Station-side recording -

For Analog sets - we recommend a card with similar specs to the the Ai-Logix SmartWORKS LD.

For Digital sets - we recommend a card with similar specs to the the Ai-Logix SmartWORKS NGX.

3. The Software Licenses

Oreka TR – choose the type of license that best fits your needs (annual subscription, permanent license or

server-based license).

For Trunk-side recording there are 3 components:

The server(s), the Voice card(s), the Software Licenses

1. Server Requirements:

o Dual processor/Dual core CPU*, 2.6 GHz

o * 0-100 concurrent conversations: dual core CPU

o * 100-200 concurrent conversations: quad core CPU

o 2 GB RAM

o Two fast hard drives (SCSI 10K RPM): one for the

o OS, one for the recordings Linux (CentOS 4.4)

2. The Voice card(s)

o For Trunk-side recording, we recommend a card with similar specs to the the Ai-Logix SmartWORKS™ DP for passive tapping of T/E trunks in high-density environments.

3. The Software Licenses

o Oreka TR – choose the type of license that best fits your needs (annual subscription, permanent,license or server-based license)