OrecX, a provider of open source voice recording applications, has announced that its call recording product, OrecX TW, is now supported in QueueMetrics 1.5.1., the latest version of Loway’s popular call center monitoring application. QueueMetrics is a solution designed for the open-source Asterisk PBX (News - Alert).

As result of this support for OrecX’s open source recording solution, large-scale users of QueueMetrics now have the ability to lower their operating costs by easily moving audio recordings from the main Asterisk server to a dedicated server. QueueMetrics effectively turns any Asterisk PBX into a full-featured contact center.

Loway’s (News - Alert) suite can support up to 500 live agents, allowing operations managers, call team leaders and call agents to complete their daily tasks through a real-time computer interface. Activity reports can then be viewed, recorded calls can be monitored, agent activity can be measured and business targets assessed through this platform. At the same time, team leaders can view current agent status and listen to live calls.

Along with the open source recording capabilities, the QueueMetrics platform will allow agents to see calls they are handling, integrate with external Customer Relationship Management (CRM) applications and more. With the support for the OrecX platform, Loway is providing QueueMetrics users with a way to record calls with minimal changes to the Asterisk dialplan.

“OrecX TR is a very popular solution used in thousands of call center networks around the world. Bringing support for OrecX into the QueueMetrics environment will lower costs, simplify call recording, and extend functionality for many QueueMetrics users,” said Lorenzo Emilitri, managing director of Loway, in a statement.

OrecX TR will serve as the open source recording platform and audio storage medium, allowing for the reduction in the disk I/O and transcoding costs associated with the main Asterisk servers. The platform will also provide necessary recording and storage tasks, while retaining a high level of control, whether in distributed or clustered Asterisk deployments.

“The new support for OrecX TR in QueueMetrics only underscores the way OrecX has become a mainstay in the call center industry,” noted Bruce Kaskey (News - Alert), COO of OrecX. “QueueMetrics users will be pleased with the flexibility, durability and level of customization possible with OrecX.”

A strong open source recording provider, OrecX has claimed numerous awards, such as the 2008 VON Magazine (News - Alert) Innovator Award and the 2007 Product of the Year Award from Unified Communications magazine. To promote the open source recording platform, the company’s

products directly support solutions from Digium (News - Alert), the Asterisk Company.