Call Center Recording

Telrex (News - Alert), developer of CallRex IP call recording and monitoring software, has announced support for the Cisco Smart Business Communications System.

 

Telrex's CallRex software is designed to integrate with the Cisco Unified Communications (News - Alert) 500 small business IP telephony system to provide IP call recording and monitoring for Cisco IP phones.

 

SMB customers can combine CallRex Unlimited licenses and On-Demand licenses as they want. Unlimited licenses allow automatic, triggered recordings based on multiple criteria for 100 percent or selective call recording. On-Demand licenses allow managers or employees to manually record calls in real time.

 

On-Demand licenses feature CallRex Look-Back recording enabling users to record an entire telephone call at any time during the call.

 

CallRex software uses packet-sniffing technology to record IP phone calls occurring through the Cisco UC500. Call recordings are retrieved through the CallRex user interface via multiple search criteria, and can be exported for use with business applications including email, CRM, agent training, and more.

 

Last winter Telrex announced CallRex support for Cisco Unified Contact Center 7.0 Enterprise Edition.

 

With this integration, Telrex officials said at in time, "Call centers can trigger their CallRex recordings with Cisco Unified Contact Center Enterprise Agent ID and DNIS fields." The product's ability to record agents based on their Agent ID is intended to enhance the value of Cisco Unified Contact Center Enterprise deployments by "allowing call recording for agents in free seating contact center environments," Telrex officials said at the time.

 

Michael Gyger, senior product manager at Telrex, said CallRex has frequently been deployed alongside Cisco Unified Contact Center, and "now this custom integration will make it easier for our joint Cisco-Telrex resellers to offer call recording products that help them close contact center deals."

 

Last September the Kirkland, Washington-based firm announced CallRex Hosted, what officials term "the first hosted VoIP call recording platform for Service Providers."

 

CallRex Hosted is designed specifically for Service Providers. CallRex Hosted is deployed in the Service Provider’s operations center integrating directly with the VoIP softswitch.

 

David Sims is a contributing editor for TMC (News - Alert) Net. For more articles please visit David Sims' columnist page.