Avaya Overview
The SVRX allows enterprises to meet both regulatory and quality monitoring requirements.
- Supports analog, digital and VoIP phones
- Full time recording or Recording on Demand
- Centralized recording and QA solution
- Eliminates the need VoIP port mirroring
- No cross connect wiring is needed
- Reduces maintenance complexity
- Provides substantial savings in time and cost
- Supports multi-site architectures
- Supports remote agents
- Provides investment protection for the future
- Easily upgrade and expand your system
- Seamless upgrade from analog/digital to VoIP
- Screen capture with up to three screens
- Integrated quality monitoring and training
Avaya DevConnect Gold
As an Avaya DevConnect Gold member, Edigin has partnered with Avaya to provide a certified call recording and quality monitoring solution that is 100% software based. The SVRX recording solution integrates with the Avaya Aura Communication Manager and Application Enablement Services (AES) to capture all required communications and call details regardless of phone type or location. The SVRX supports multi-site distributed architectures as well as redundant environments, has integrated screen capture, agent evaluation and coaching, and customizeable analytics.
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"Development partners like Edigin are helping Avaya provide its customers with compliant and fully integrated recording and quality monitoring solutions" said Eric Rossman, vice president, developer relations, Avaya. "Having companies like Edigin in our DevConnect program allows our customers to receive proven best of breed technologies."
Call Recording
There are many methods to record calls in an Avaya environment including VoIP packet sniffing, passive tapping of T1 trunks, and digital and analog extensions. Although the SVRX supports all traditional methods, our certifed solution utilizes the Device Media Call Control (DMCC) API to directly record calls from the Avaya Communication Manager.
DMCC allows software partners to create soft phones in the recorder to monitor and record any analog, digital, or VoIP phone. The API also provides calling and called party numbers, call direction, hunt group, and agent ID information which is associated with each recording and can be used as search, reporting, and scheduling criteria.
Edigin's IP call recording is accomplished in the SVRX using the Single Step Conference method. When an agent call is established, the SVRX conferences its recording device into the call to receive the aggregated RTP media stream of the call.
- The Single Step Conferencing method is available via the DMCC service in AE Services Release 3.1 and higher
- The recorder is a participant and uses one of the six participants supported by the Communication Manger
- Record call against any type of extension that is managed by Communication Manager and can be monitored
- Provides a pool of shared recording devices reducing the number of licenses required to record
- Supports recording G.711 and G.729 audio
The SVRX supports Recording on Demand using three separate methods:
- Phone key presses
- The SVRX Web based monitoring dashboard
- An installed SVRX client application
Recording on Demand also supports two modes of recording:
- Toggle mode which allows the recorder to be turned on/off at any time
- Entire call mode will record the entire call no matter when in the call the record request was made
Remote Employee Recording
Many companies are taking advantage of the work from home employees, but this does not eliminate the requirement to record their phone calls. There are significant challenges associated with recording remote employee phones calls since most recording applications rely on spanning the traffic from the network device the phone is connected to. The SVRX solves this problem and provides a centralized recording solution for all remote phones.
- Provides centralized recording of remote employee phones
- A solution is available for phones operating on a company VPN
- A solution is available for phones operating through a Session Border Controller over the internet