Telstrat Engage

7/23/2019 Telstrat Engage

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www.telstrat.com Optimize the Customer Experience

TelStrat’s Engage Contact Center Suite provides business and contact

center users the aordable, exible tools they need or call recording,

workstation screen capture, quality management, speech analytics and/

or workorce management. Engage Suite is compatible with the Cisco’s

Unied Call Manager, Unied Communications Manager and Unied

Contact Center platorms. Along with your Cisco phones, Engage Record

can simultaneously record any analog, digital or VoIP phone on the same

server. Cisco’s interoperability with Engage Suite supports:

•Recording o all calls without requiring Cisco Unied Contact Center

installation.

•Call recording automatically, according to user-dened rules, or on-demand

using Engage Record’s exclusive Conversation Save™ technology. When

activated prior to the end o the call, Conversation Save captures the

complete call rom its inception.

•Live monitoring o calls & desktop activity or one or multiple

simultaneous stations until monitoring session is closed.

•Simultaneous recording o up to 1,000 phones o any type per server. To

record more phones, simply add more servers.

•Archiving solutions on inexpensive NAS, enterprise-grade SAN, or DVD.\

•Full support or Cisco Active Recording. Other network integrations available

are: port spanning and SCCP/SIP Native Protocol Snooping with Spanning.

•Stores call-related data such as Agent ID, Calling Line Identication (CLID),

Dialed Number Identication Service (DNIS), and the extension number or

Directory Number (DN) o the phone extension that placed or received the call.

•Built-in virtual server support as well as an Engage SDK toolkit or 3rd party

application integration.

•Beep tone insertion to notiy customers the conversation is recorded.

•Recorded audio les can be downloaded, emailed, or shared as a .WAV le.

•Call recording o both internal parties as well as calls with external parties.

•Rock-solid security and recording integrity with watermarked audio les,

SSL/HTTPS Web access, and optional AES 256-bit encryption.

•Clustering and centralized mass archive capabilities simpliy implementing

redundant systems that assure resilient/survivable deployments.

•SRV protocol support or dynamic ault tolerance.

•Unied CallManager

•Unied Communications

Manager


Manager Business Edition


Manager Express

•Unied Communications 500

Series

•Unied Contact Center

Enterprise

•Unied Contact Center

Express

•All Cisco IP phones

•Attendant Console

Sotphones

COMPATIBILITY GUIDE



www.telstrat.com Optimize the Customer Experience 2

Network Architecture DetailsWhen recording phones in a Cisco environment, Engage Record can interace to the Cisco PBX in one o three

recording methods:

Cisco Active Recording with TAPI

When a recording session is invoked

automatically or selectively, CiscoUnied Communications Manager 6.0

and later delivers dual media streams to

the recording server through a Session

Initiation Protocol (SIP)Trunk set up

between Cisco Unied Communications

Manager and the recording server.

This eature is supported on all third-

generation and later Cisco Unied IP

phones. The Cisco TAPI Service Provider

(TSP) obtains all call event data such as

call start, call end, dialed digits, etc.

Engage Record Server(s)

Active Recording

RTP

T A P I

Voice GatewayCisco Unified Communications Manager 6.0 or higher

L A N

Optional CTI Object ServerCisco Unified Contact Center

Third Generation

Cisco IP Phones

LEGEND

Client LAN Interface

Active Voice Stream (RTP)

CTI interface

PSTN

A g

e n

t D a

t a

Port Spanning with TAPI

All phones to be recorded are “spanned” to a single contact point on the network where the Engage Record Server

connects. A second NIC in the Engage Record Server is connected to the Cisco TAPI or call detail inormation.

SCCP/SIP Native Protocol Snooping with Spanning

Should the TAPI be unavailable in your environment, all telephone packets can be spanned to capture voice and

signaling inormation using the SCCP (skinny) or SIP protocols and no TAPI interace is required. The signaling is

decoded by the Engage Record Server to determine call details. This method is unable to record Cisco Extension

Mobility users.


P o r t

S p a

n n i n

g

Voice GatewayCisco Unified Call Manager 4.2 or higher

Ethernet Switch

Third Generation

Cisco IP Phones

LEGEND

Client Interface

Passive Voice Stream (RTP )

CTI interface

PSTN

Any Cisco Generation

I, II, or III

VoIP Phone

T A P I


A g

e n t D a t a

R T P R

T P

R T P



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Security Features

Engage Suite secures all Web-based data &

communication using Secure Sockets Layer (SSL)/

HTTPS. Microsot® Single Sign-On (SSO) and Active

Directory integration provide robust user access

control to satisy corporate security requirements,

with no need to logon multiple times.

With CUCM Release 7.5 and above, Cisco provides an

encrypted stream or Engage Suite to record using

the Active Recording method.

To comply with regulatory security requirements,

audio les can be watermarked to ensure the

recording’s authenticity and the included SDK allows

third-party integration to stop/start recordings,

protecting sensitive data. An available, aordable

security package provides end-to-end encryption orall recorded calls and screen captures.

Cisco Extension Mobility

Cisco users are allowed to temporarily access their

phone congurations on any networked Cisco Unied

IP phone through the Cisco Extension Mobility eature.

With their mobility user name and password, their

phone settings will be transerred to the new phone.

Engage Record supports the Cisco Extension Mobility

eature as long as a TAPI connection is available.

To record the calls o Cisco Extension Mobility users,

mobility user IDs will need to be setup on the Engage

Server. Once setup, a mobility user can log a call roma dierent extension and that call will automatically

record. Call recordings then can be searched in the

Engage Record Interace by the mobility user ID.

Available Softkey Features

OnDemand Desktop Client keys (Record,

Conversation Save and Delete) come standard.

To have these OnDemand keys available as a push

button on the phone, an Optional Cisco XML server

is required. Up to three unctions can be push button

activated on a per phone basis. These include:

•RECORD- Toggles the recording o a conversation.

•CONVERSATION SAVE- Records the entire conversation

even in mid-call

•DELETE- Prevents recording a call even i automatically

scheduled to record.

Mixed IP Phones on the Same Server

Any IP phones that are supported by the IP Communications Platorm can be recorded. Some do not support

Active Recording and must be spanned to be recorded. Since both are subject to the event received on the Cisco

TAPI, they can both be recorded on the same Engage Record Server including phones using diferent codecs.

R e m o t e R e c o r d i n g


P o r t

S p a n

n i n g

R T P

T A P IA

g e n t D a t a

Voice GatewayCisco Unified Communications Manager

Ethernet Switch


Remote At-Home

Agent Third Generation

Cisco IP Phones

PSTN

WWW

LEGEND

Passive Voice Stream (RTP)

Client LAN Interface

Active Voice Stream (RTP)

CTI interface

Any Cisco Generation

I, II, or III

VoIP Phone

L A N

R T P

R T P

A c t i v e R

e c o r d i n g



North America+1-972-543-3500

Caribbean & Latin America+1-972-543-3476

Mexico+52 55-2602-8595

Europe, Middle East, Arica+44 2035 140670

Asia Pacifc+61 2 8014 7499

Copyright © 2013 TelStrat International, Ltd. All rights reserved worldwide. All inormation in this document subject to change without notice. The TelStrat name, the TelStrat

logo, Engage Contact Center Suite, and Conversation Save are either trademarks or registered trademarks o TelStrat International, Ltd. All other trademarks are property o theirrespective owners.

Rev. 1L 03/13

1101 Central Expressway South Suite 150Allen,TX75013•USA

www.telstrat.com•[email protected]•[email protected]

Engage Server Requirements:

•Engage Record server application software and any

additional packages purchased.

•Windows Server 2008 (32 bit or R2), or Windows

Server 2003 operating system supports up to 1,000concurrent stations. Windows 7 or XP (32 or 64 bit)

operating system supports up to 250 stations. A 64-bit

server can be used i the Cisco Unied Communications

Manager is Release 8.6 or higher.

•Microsoft SQL Server 2012, 2008, or 2005 Express,

Workgroup, Standard, or Data Center database

applications supported.

•Optional RAID 1 or RAID 5 congured internal hard

drive, which is recommended or resiliency.

•

Two (2) NIC ports are recommended to separate thevoice network rom the data network.

A simple installation o Engage Suite will have call

recording implemented in as little as one (1) day.

With additional support or SIP, VoIP, TDM, analog,

and radio voice technologies; customers migrating

rom other PBX platorms to Cisco can record

multiple voice technologies or platorms on a single

server simultaneously.

Cisco System Requirements:

•The same Cisco TAPI Service Provider (TSP) version

installed on the Engage Suite Server as on the Cisco

platorm.

•Optional CTI Object Server such as Unied ContactCenter Express (UCCX) or Unied Contact Center

Enterprise (UCCE) to obtain the Agent ID.

•Optional Cisco XML server i OnDemand Phone Sotkeys

are desired. All congurations come with OnDemand

Desktop Client.

Active Recording (No Ports Spanning Required):

•Cisco Unied Third Generation and later IP phones only

•Cisco Unied Communications Manager 6.0 and higher

or Cisco Unied Communications Manager Business

Edition 6.1 and higher

•Optional Encrypted VoIP Trafc recordings on Cisco

UCM 8.0 and above.

Port Spanning with TAPI:

•Any Cisco VoIP or remote phones.

•Cisco Unied Call Manager 4.2 and higher, Cisco Unied

Communications Manager 6.0 and higher, or Cisco

Unied Communications Manager Business Edition 6.1

and higher

•Layer 2 Ethernet switch(es) with switch port analyzer

(SPAN) capabilities.

SCCP/SIP Native Protocol Snooping with Spanning

(No TAPI):

•Cisco Unied Communications Manager 4.2 and higher

or Cisco Unied Communications 500 or Small Business

•Layer 2 Ethernet switch(es) with switch port analyzer

(SPAN) capabilities.

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Telstrat Engage