Established in 1972, Coordinated Systems is a call recording and call monitoring software development firm headquartered in East Hartford, Connecticut. The firm partners with Avaya (News - Alert) dealers in providing call recording and quality monitoring products to call centers.

The firm's flagship product, Virtual Observer, is a call recording and quality monitoring product for call centers, giving customers "lifetime investment protection."

The company's recently issued a white paper discussing some of the basic issues call centers face.

Enterprises today are moving in many directions as they use new technologies, the paper notes, adding that "traditional call recording implementations, with servers in each and every center, are becoming obsolete, as VoIP has enabled calls to be recorded without hardware."

In fact, many popular phone systems offer APIs for direct integration within their phone system software: "In many cases this also allows businesses to capture important business data along with the audio, removing the need to add CTI (News - Alert) or SMDR integration," the paper explains.

DMCC is an Application Programming Interface giving you the ability to record calls directly from Avaya Communication Manager. Avaya defines it as "Device Media Call Control", which was formerly known as CMAPI, or Communication Manager Application Programming Interface.

How does DMCC work?

DMCC works by allowing software vendors to create soft phones, in memory on a recording server, and use them to monitor and record other phones. This is purely a software solution and does not require telephony boards or any wiring beyond your typical network infrastructure.

What is the Virtual Observer DMCC recording solution?

The Virtual Observer DMCC recording solution is an Avaya compliant method of recording which is entirely software-based. No additional hardware is necessary, even as you scale your organization. This recording method supports TDM, IP or hybrid telephony environments. The Virtual Observer DMCC recording solution can flatten and expand your network, allowing you to reach out to all phones in a virtual environment, from a single location, regardless of where the phones are located.

How does the Virtual Observer DMCC recording solution work?

Virtual Observer offers 3 types of DMCC based recording. The "Logger Edition" provides blanket, or full time, recording of every call. The "Professional Edition" provides schedule driven recording for random sampling. Also available is the option of Agent or Supervisor On-Demand recording so anyone in the enterprise can perform 1-off ad-hoc recording when necessary. All options include the ability to record full-time or select screen capture.