OAISYS's New Talkument and Tracer 6.2 Reconstructs Experiences

By Brendan B. Read, Senior Contributing Editor

When done correctly with the right tools you can recreate virtual experiences such as on 9-1-1 calls and customer complaints. Those features, along with associating extension information and account codes to calls and ShoreTel (News - Alert) integration are in the new version 6.2 release of Oaisys’ Talkument and Tracer software solutions, which are now available for early-adopter field trials.

The new features, functionality and options include, in more detail:

*Incident Reconstruction

Multi-channel playback enables users to play up to eight recordings simultaneously. This feature is useful for public safety and contact center customers, which routinely receive multiple calls about the same event. Communications and dispatch centers can replay these related calls from within a single user interface as they occurred in real time. Each recording has variable speed control, allowing the audio to be played back more slowly than normal, in addition to volume and balance controls, to help facilitate capturing key information.

*Portable Incident Replay

Oaisys’s patent-pending Stand-Alone PVD (portable voice document) Player, which enables convenient replay of recordings in the field or in a courtroom, has been enhanced with incident reconstruction. The player provides a graphical timeline and a full set of playback controls, including variable speed, balance and volume.

*SMDR Matching Logic With SIP Trunk Integration

This feature allows Talkument and Tracer to associate extension information and account codes to calls once calls are completed, greatly benefitting recording SIP trunk calls. Without this feature, businesses needing to capture calls in their entirety using SIP trunks had no solution to restrict recording to certain phones or calls designated by user input, finely control access privileges or search for recordings based on the phone user or user input. This functionality is currently available with the Mitel 3300 IP Communications Platform (ICP), Mitel 5000 Communications Platform (CP) and with the Toshiba (News - Alert) Strata CIX IP business phone systems.

*ShoreTel Enterprise Contact Center Integration

ShoreTel users can now utilize Oaisys’s solution via integration with the Enterprise Contact Center (ECC) application. The ECC integration provides contact center agent information in the Talkument or Tracer application. This will allow for searching, sorting and visualization of this data. Permissions can also be granted based on it.

Tracer functionality is built on a foundation of Oaisys’ Talkument voice documentation solution. Talkument does for phone calls what the advent of e-mail did for letters and memos, says the firm, providing similar benefits to collaboration, productivity and accuracy. Talkument captures digital recordings, or voice documents, of authorized users’ phone-based conversations using Oaisys’ PVD technology. Conversations are captured in their entirety and can be easily and securely shared with other authorized users and oversight personnel for improved collaboration and accuracy.

Also new and now available with Talkument and Tracer 6.2 is Oaisys’ SureDeal 60-Day Guarantee, which gives users a conditional 60-day money-back guarantee, effective from the date of installation by authorized resellers.

“The ongoing evolution of our Talkument and Tracer solutions delivers a robust set of purpose-driven capabilities for key target customer markets, specifically the growing public safety and contact center markets,” said Brian Spencer (News - Alert), president of OAISYS. “This release continues a trend for us of delivering highly practical, sophisticated solutions that uniquely address modern business challenges.”

(source: http://call-recording.tmcnet.com/topics/call-recording/articles/93389-oaisyss-new-talkument-tracer-62-reconstructs-experiences.htm)