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Harmony Recording Architecture Features Cisco Integration Capabilities

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August 19, 2011

Harmony Recording Architecture Features Cisco Integration Capabilities

By David Sims, TMCnet Contributing Editor


Harmony's recording architecture isn’t just flexible, it supports enterprise and small- to medium-sized deployments with various recording settings as well.

Moreover, what’s even better than that, Harmony's integration with Cisco (News - Alert) is full-featured and has support for such Cisco environments as UCC Express and Enterprise 5.x and higher, UCM 5.x and higher, CTI OS and CAD desktops and Cisco Dialer v6 Support (Preview and Predictive modes).


Last year TMC (News - Alert) had the news that KnoahSoft, which provides VoIP-based call recording, quality and agent performance management tools for contact centers, announced that its Harmony suite will interoperate with Cisco's new media capture platform.

Harmony helps customers improve customer satisfaction and increase operational awareness by providing IP-based contact centers with a low-cost, modular web-based product.

And Harmony supports four, count ‘em, four ways of recording calls in Cisco IP Telephony environments -- SPAN Based Recording, TAPI Based Recording, CTIOS Based Recording and UCM 6.0 (BIB) Based Recording.

As Harmony officials say, underlining the integration, “The Harmony-Cisco recording architecture can support up to 300 concurrent calls on a standalone recording server and thousands of users in a multi-server environments.”

Users can also “set up customized business recording rules to accommodate shift-based, ANI-based, call type-based, or agent-based recording, they say.

But for Cisco customers that require more call signaling data and events than what is available with SPAN-based recording, Harmony supports TAPI integration with Cisco Unified Call Manager. And for Unified Contact Center Enterprise customers who use the Cisco CTI (News - Alert) OS desktop, Harmony has an integration to receive the call signaling and call information events with business data from the CTI OS Servers, as company officials explain.

“To make all of this work properly, Harmony has a service utility called UCMTrunkRecorder,” they say, which integrates to the Harmony Recorder SIP trunk and is responsible for handling the recording of calls that the Call Manager establishes.


David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.

Edited by Chris DiMarco







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