Linux, Layering And
Listening:
What To Look For In A Call-Recording System
By Tony Procops, ASC telecom
The
most revolutionary enhancements to the call-recording/quality-monitoring
market since the first digital recorder in the early '90s are the moves to a
Linux operating system and new software architecture. By using Linux,
logging manufacturers are able to produce systems that are more powerful,
flexible, secure and reliable. The operating system ' the foundation and
core component of any call-recording or quality-monitoring solution ' serves
as the engine for its intelligence and the backbone for all system
functionality. Linux is quickly becoming the new industry standard when a
reliable, secure platform is required to run mission-critical applications.
As a result, it has been adopted by many departments of the Federal
government, State governments and major corporations. Due to Linux's
enhanced functionality, adaptability and robustness, it has become the main
alternative to all proprietary operating systems used today.
What Is Linux?
Linux is defined as 'open-source' software and non-proprietary because it
can be modified and customized by manufacturers to meet changing
requirements. In fact, as markets become more competitive, the manufacturer
can continue to improve the product through an ongoing update process, thus
prolonging the product's life expectancy, reducing costs and eliminating the
need to replace systems sooner than necessary. Additionally, manufacturers
can tailor Linux to meet current applications.
Linux's reliability ideally satisfies mission-critical applications because
its solutions have been reviewed, continually developed and improved. Linux
offers a stable, multiuser, multitasking platform for systems with TCP/IP
operation, a built-in networking capability and compatibility with all SQL
databases such as Oracle or MS SQL 2000 Server. It is especially optimized
for MySQL, which speeds up the call-retrieval process while managing more
than 20 million call records. It can keep track of more than 30,000 calls
per hour; more than adequate for the most active contact centers in the
world.
Security
Security and the prevention of unauthorized access to recording systems are
paramount to all organizations. Linux offers the most secure platform
available and is protected from hacking by a built-in firewall, programmed
to allow access only to pre-approved traffic. All applications are
segregated from the operating system, and Linux is not susceptible to the
increasingly devastating Windows viruses. Linux's outstanding user
administration also contributes to its security. The Administrator, equipped
with all rights, is defined as the 'root user,' and other access rights may
be created with unique limitations.
Ease Of Use
In most hectic contact center environments, when finding and replaying a
call is critical, this powerful system really performs. It maximizes the
hardware on which it is being run and does not require specific platforms.
It provides advanced graphical user interfaces and is compatible with many
general-interest desktop applications, including Web browsers, e-mail
programs and file managers. After a power failure, it boots up instantly and
is operational in less than one minute without annoying or time-consuming
check-disc procedures.
Linux recording systems incorporate a layered software approach to meet
today's complex requirements. Organizations may purchase only the modules
they require ( '' la carte,' if you wish), and thus accommodate or leverage
existing network infrastructure. Software applications may be run on
existing hardware to provide a stable, multiuser, multitasking platform on
inexpensive PCs.
The media layer is considered critical in modern call-recording systems. In
addition to traditional voice traffic ( i.e. digital ISDN lines, digital
extensions, etc.), many contact centers record voice over IP (VoIP), screen
data from Video Graphic Array Adapter and call-index information from other
sources, such as CRM and scheduling software. The media layer provides the
flexibility to record these different formats while remaining prepared for
future needs. In fact, existing hardware platforms may be adapted to record
VoIP traffic using a software-only architecture to reduce costs, system
maintenance and support.
Layering makes applications more flexible than ever before. They can be run
either on a single-server platform (single site) or a central server
(distributed enterprise environments). The call data may be stored for a
predetermined amount of time on a separate server or be sent to a customer
server to provide a unique disaster-recovery option.
Small And Large Business Apps
Smaller organizations may purchase a stand-alone, 'all-in-one' configuration
with everything self-contained in one chassis. The recorder houses the
database, a hard drive for local storage and archive drives for long-term
purposes. These systems can utilize existing storage components such as the
customer file-server to store recordings online. The call database can be
run by a flexible archive-manager application, programmed to decide where
and how long to store those calls.
For
larger companies, especially those with multiple locations, the enterprise
configuration provides greater flexibility. Calls can be recorded, stored on
the hard drive for the interim and then transferred to a customer-provided,
off-the-shelf storage device. With the rapidly increasing compliance
requirements, this additional online storage is crucial. Additionally, many
companies are moving their data to secure, central IT departments or
disaster-recovery sites for an extra level of centralized management.
Modern call-recording systems scale from eight to hundreds of channels with
the ability to network thousands. They come standard with large hard drives
that have more online storage to eliminate the need to playback calls from
archive media. The fastest-growing trend in the contact center market today
provides online access to all calls, reducing the need to interact with
discrete archive media. This method provides the quickest access to calls
and allows disputes to be resolved quickly.
For the same reason, advanced compression rates are further increasing the
amount of calls you can store on the standard hard drive. To maintain sound
quality, look for a rate of 4.8 to 1 to store 50,000 hours on a 120 GB
drive. Additionally, to store calls for extended periods of time, the latest
call-recording systems can be attached to Storage Area Networks (SAN) and
Hierarchical Storage Management (HSM) devices for an unlimited online
capacity.
In addition to the media layer, the system's interaction layer is also
critical in call-recording architecture. It provides connectivity to other
systems and the ability to interface with data from other contact center
applications. Specific data, such as customer number and order number, can
be tagged to the recorded call as additional search criteria, using an open
Application Programming Interface (API). APIs in C++, JAVA and HTTP/XML
minimize the effort and cost to integrate these tags.
A layering approach also helps improve the reliability of the recording
system. Consider redundant hard drives to record call data with a dual
controller. This allows 100 percent functionality, even in the event of a
drive failure. To increase the reliability of the power source, a redundant,
hot-swap, dual-input, load-sharing power supply should be added. Be sure to
specify industrial instead of low-end PC components.
Carefully examine and stress the mean time before failure (MTBF) of the
total solution, and avoid the low price of off-the-shelf components. The
system chassis and all the layers must be maximized for a recording system
and tested in a stringent environment, critical for all business
applications. In the event of a database error, today's systems are able to
reconstruct lost information from the archive media.
Industry Trends And Linux
Other industry trends involve browser-based system watch, selective
recording, powerful client applications and agent interaction. They operate
best in a Linux environment and are built into the system architecture. For
example, remote service dispatch provides the ability to remotely control
the system via a secure LAN/WAN connection with no additional third-party
software.
Selective recording allows management to record only those calls required to
evaluate agent skills. Rules-based recording is founded on predetermined
criteria, such as the date, number dialed, customer-account number and call
duration. If you are concerned about the total customer experience or
protection from liability, then total or bulk recording is the preferred
method. Additional options include a record-on-demand application to
initiate recording or to save or to delete a recorded call. For some
specialized applications having to do with sensitive information, parts of a
recorded call may even be muted.
Client applications are becoming as powerful as the system architecture
itself. Retrieving calls remotely via Web browser allows users access to the
system data from any secure PC in the world with a valid user ID and
password. Search and replay, also via browser interface, provides widespread
access and system deployment with limited resources and reduced support. The
graphic user interfaces (GUIs) require minimal training, allowing even the
occasional operator the ability to use the system. Powerful LAN/WAN clients
offer more sophisticated features unavailable through a browser interface,
such as multichannel replay and live monitoring, to recreate a complete
customer interaction. Systems today let managers instantly hear current or
previous calls with the touch of a button.
Additional Applications
Recording systems are also proving a boon to personnel departments and the
convenience of agents. Many contact centers running multiple shifts need the
ability to support free-seating environments. This can now be facilitated
with CTI integration or a flexible call-tagging application to leverage
existing login IDs provided by widely used networks, such as Microsoft
Windows.
Additional agent interaction tools enhance productivity and offer immediate
feedback. Live monitoring and listening in real-time to calls provide
information for self-improvement and quality assurance, thus increasing
customer retention.
In summary, as an easy upgrade path, Linux-based systems are more powerful,
reliable, secure and feature-rich than your current technology.
Tony Procops, general manager of ASC telecom, oversees their North
American operations. A leading provider of integrated communications
recording and quality-monitoring solutions for contact centers, ASC has
nearly 40 years' experience in the communications industry and more than
20,000 installations in more than 60 countries. For more information, email
[email protected],
write ASC telecom, 4 Gannett Drive, #100A, White Plains, NY 10604; call
914-644-6444; or visit www.asctelecom.com.
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