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KnoahSoft Harmony Offers Flexible Recording to Assess Agent Performance

By Susan J. Campbell, TMCnet Contributing Editor

The success of your call center is based significantly on the success of your agent performance. While it is up to you to provide the correct tools they need, the agents must be able to execute on these tools to meet your performance expectations. One of the best ways to measure agent performance is through flexible recording solutions.

The KnoahSoft (News - Alert) Harmony offers a flexible recording architecture that can support enterprise and small- to medium-sized deployments. Various recording settings can be optimized, including continuous, random and on-demand. Plus, this agent performance solution will also support call recording of Avaya (News - Alert) IP telephony (IPT) environments through TSAPI or DMCC based recording integration.

As many as 300 concurrent calls can be supported on the Harmony-Avaya recording architecture when a standalone recording server is in place. This number scales into the thousands when multiple servers are used. Customized business recording rules can also be established to support shift-based, ANI-based, call type-based or agent-based recording. SIP-based IPT deployments are also supported.

For environments based on Avaya IP Telephony, the Harmony solution will support recording through API integration with Avaya’s Communications Manager. The configuration can seamlessly scale to support a wide variety of Avaya deployment platforms, and will work in both enterprise IPT environments and contact centers.  

With the use of TSAPI integration, the Harmony solution is listening for the call signaling events from Avaya’s AES 4.x or the PCS 4.x. The solution also receives RTP packets for the recorded call through SPAN from the network switches. To create the recorded call, the call signaling events are combined with the RTP data streams.  

The audio streams between the customer and the agent are also separated so that RTP traffic going to the phone is recognized as the customer’s voice and RTP originating from the phone is recognized as the agent’s voice. The separate streams are written to storage files and then converted to combined WAV (News - Alert) or MP3 files when the call must be played back to measure agent performance.

The tight integration with the Avaya Communications Manager ensures that all call recordings are easily associated with the proper call event data and then stored in the Harmony storage server. The process enables the creation of a call detail record in the Harmony database so the recorded calls can easily be retrieved at a later time.

At the device level, Harmony can support the Avaya IP/Analog/Digital environments with Avaya’s Device Media Call Control (DMCC) interface. In this process, Harmony’s call recording relies on Avaya’s Single Step Conferencing method. The DMCC API drives the audio RTP packets for the recorded calls to Harmony. Once again, the Avaya Communications Manager is integrated to capture proper call event data for storage and retrieval of calls for assessing agent performance.


Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.

Edited by Stefanie Mosca