Shoretel Overview
The SVRX integration with ShoreTel's unique purpose-built distributed voice architecture allows for a rich feature set.
- Full time recording or Recording on Demand
- Centralized quality assurance solution
- Eliminates the need for VoIP port mirroring
- Supports multi-site architectures
- Supports remote agents
- Provides investment protection for the future
- Allows you to easily upgrade your system
- Screen capture with up to three screens
- Integrated quality monitoring and training
- Provides PCI Compliance on sensitive data
ShoreTel Developer Network
Working as a member of the ShoreTel Developer Network, Edigin has partnered with ShoreTel to provide a call recording and quality monitoring solution that is 100% software based. The SVRX recording solution integrates with the ShoreTel Unified Communication Platform to capture all required communications and related call details. 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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The SVRX supports both traditional port mirroring based recording and integrated TAPI based recording solutions. Port mirroring based recording works with MGCP stations, SIP stations, and SIP trunks. TAPI recording is integrated with ShoreTel Unified Communications platform to capture calls using ShoreGear switches.
Recording Using TAPI with ShoreTel Unified Communications
There are many methods to record calls in an ShoreTel environment including VoIP packet sniffing and passive tapping of T1 and analog trunks. Although the SVRX supports all the traditional methods and has support for these methods, our certified solution utilizes the TAPI API to directly record external calls from the ShoreTel switches.
The ShoreTel COM SDK allows partners to monitor external inbound and outbound calls to a station and to request a recording session for those calls. The ShoreGear switch sends a copy of the phone call to the Application server serving as a route point with the SVRX recording server. The SVRX answers calls to its route point and records the audio using the WAVE interface.
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.