Tadiran Overview
The SVRX integration with Tadiran's world class product line allows for a rich feature set.
- Full time recording or Recording on Demand
- Creates centralized recording and QA solution
- T1/E1/PRI recording
- CLA integration
- Analog trunk or station recording
- VoIP recording of MGCP, SIP and SIP trunk
- Supports remote agents recording off Sentinel
- G.711, G.722, and G.729 codec support
- Polycom phone support
- Composit integration
- Supports multi-site architectures
- Provides investment protection for the future
- Allows you to easily upgrade and expand
- Screen capture with up to three screens
- Integrated quality monitoring and training
- Provides PCI Compliance on sensitive data
Tadiran Integrated Recording
Working with Tadiran engineers, Edigin has developed call recording and quality monitoring solutions for every Tadiran Communication System including Composit Contact Center. The SVRX recording solution integrates with Tadiran Communication Systems 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 passive tapping of T1/E1 and analog trunks and port mirroring based recording of VoIP. Trunk side recording can be combines with integration to a CLA link to capture additional information about the call such as the agent that answered it. Port mirroring based recording works with MGCP stations, SIP stations, and SIP trunks.
VoIP Recording of Tadiran Communication Systems
Port mirroring (span) packet sniffing technology is used to record Tadiran VoIP phones. MGCP or SIP call control packets as well as RTP audio are recorded. Edigin has worked with Tadiran to decode the proprietary information in the call control messages to record enhanced information about calls such as caller ID data that shows up on a display and call direction.
Edigin's patent pending ALGR technology allows the SVRX to record remote employees that are connected to the phone system through a Sentinel. By mirroring the data going in/out of the Sentinel into the recorder, we are able to uniquely record calls from a public data stream. This is impossible for other recorders to do because all other recorders rely on getting the MAC address of the phone in the packets to record it and it's not available in a public network.
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.
SVRX and Composit Integration
Tadiran and Edigin engineers worked together to provide a fully featured integration between the Composit Contact Center and the SVRX recorder. The Composit is able to completely control what calls are recorded and when the recordings start and stop. The Composit also tags recorded calls with a rich set of data to enhance the search and reporting features of the recorder. The agent that took the call is set, the call Disposition is set, notes typed during the call are added as comments to the recording, and multiple custom fields can be set as well.
Traditional Recording of Tadiran Communication Systems
For Tadiran customers that are using analog or digital station, the SVRX supports passive wire tapping to record those phones. Audio is recorded as well as some addition information from the display of the phone that could include callerID.
In circumstances were it makes more since to record T1/E1/PRI lines, the SVRX supports that along with an integration to the CLA link to capture additional information such as the agent or extension that answered the call. With T1/E1/PRI recording, calling and called party and call direction are captured even without the CLA link integration.