A v a y a™ C a l l R e c o r d i n g
A
The Avaya™ Call Recording database interfaces with
DEFINITY® ECS and contact center workstations, as
well as the Avaya computer telephony integration
server. This thorough integration means crucial call
details are automatically captured with each call you
record, in real time.
In addition to providing automatic call recording and
easy call retrieval, Avaya Call Recording will give your
supervisors an enhanced, user-friendly search
capability to retrieve any call recording. You can search
for recordings by:
• Agent extension
• Agent ID
• Dialed number identification service (DNIS)
• Automatic number identification (ANI)
Contact your Avaya Client Executive or authorized Avaya BusinessPartner for more information today.
Or visit us at avaya.com.
© 2002 Avaya Inc.
All rights reserved. All trademarks identified by TM, ®, or SM are trademarks, registered trademarks, or
service marks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners.
Printed in the U.S.A. 01/02 • GCC0630-03
• Caller or customer ID
Avaya Call Recording is hardware and software that integrates seamlessly with
• Other data reported via CTI
y o u r D E F I N I T Y ® S e r v e r. I t d e l i v e r s f l e x i b l e , h i g h - p e r f o r m a n c e c a l l l o g g i n g a n d
By knowing, word for word, what your customers’
experiences are, you can respond to their needs quickly
digital recording of voice agent desktop and multimedia interactions. Whether
while planning for the future. Converged Voice and you need to record every interaction, record for quality management, or simply
Data Networks
Customer Relationship
Management record on demand, Avaya Call Recording lets you easily store, retrieve, and
Unified Communication
Supported by: manage all your customer contacts.
Avaya Labs and Services
Graphical User Interface
Capture your customers’ Avaya Call Recording is a comprehensive quality
• Compatible with Microsoft® Windows® 95, 98, management solution that makes it easy to record,
2000 and Windows NT® experiences—and improve
evaluate, analyze, and improve customer
• Network interface-Ethernet/Fast Ethernet, your agents’ performance experiences within your contact center. The
Token Ring, TCP/IP system’s superior recording technologies and strong
Effective agent interaction is the focal point for computer telephony integration (CTI) capture
• SQL/ODBC compliant, client-server database building better customer relationships. With Avaya synchronized voice and screen/Internet activity
Call Recording, you can dramatically increase the together. Plus, time-saving applications for
quality of your customers’ experiences by playback, evaluation, and analysis help you
managing and enhancing your agents’ consistently improve agent performance.
performance.
avaya.com Communication without boundaries

Integrated online evaluation templates help ensure fair
evaluation of agents.
Like all Avaya applications, Avaya™ Call Recording
is built on a scalable, open platform. That means as
your enterprise grows, this solution will grow with
you. Avaya Call Recording will let you combine a
variety of recording capabilities in one easy-to-use
system and will easily adapt to multimedia
environments, including voice-over-internet phone
(VoIP), e-mail, and Web interactions.
Capture
In a single application, Avaya Call Recording
provides a diverse range of recording options to
meet any need, including quality management,
transaction verification, and dispute resolution.
Avaya Call Recording offers full-time recording,
selective recording, and record-on-demand. It
records call details—such as agent, extension, phone
number, call times, and account number—so you can
easily search for and retrieve any recording.
Avaya Call Recording lets you create multiple
recording schedules, capturing voice and screen
activity for an agent, group, type of call, dialed
number identification service (DNIS), or other
computer telephony integration criteria. You have
the flexibility to define overall recording schedules
that match your needs—random, sequential,
percentage-based, by agent classification, campaign,
or time of day. You also can be specific in your
• Selective recording automatically records certain calls based
selections; for example, you can record a single call
or continuously record specific agents.
• On-demand recording allows agents to start and stop
Analyze
With Avaya Call Recording, you can review
individual agent progress or overall contact center
performance. From a single screen, you have a
unified view of recorded multimedia interactions,
ready to be played back and evaluated from the
reviewer’s PC. Using the system’s live Monitor
module, you can instantly view the activity status of
your agents and then choose to monitor or begin
recording at any point during the call.
The Avaya Call Recording standard reports
enable you to obtain centralized data and objective
reporting. Or, use the flexible custom reporting
module to create customized reports that use
the criteria you have defined to meet your
specific needs.
PSTN
Voice Logger
Call Database
Agent
DEFINITY G3
Screen Logger
(Optional)
Supervision Workstation
Telephony Server
on predetermined criteria, such as ANI, DNIS, agent group,
Caller ID, or other CTI data.
recording as needed, using a desktop interface.
Improve
Avaya™ Call Recording lets you pinpoint your
agents’ strengths, identify areas for improvement,
and define training objectives. Over time, you can
track their progress and compare agent
performance levels.
In the bigger picture, Customer Relationship
Management is about knowing your customers and
delivering consistently excellent customer
experiences across the enterprise. Avaya Call
Recording enables you to capture every type of
customer interaction, so your company can easily
share real customer experiences and learn first-
hand how to meet immediate and long-term
customer needs.
PSTN
Voice Logger
Call Database
Agent
DEFINITY G3
Screen Logger
(Optional) NICE Supervision NICE
Avaya Computer Avaya Computer
Applications
Telephony Server
• Quality assurance recording enables supervisors to schedule
call recording and, therefore, monitor agent performance
as needed with minimal manual intervention.
• Total recording automatically records and archives all your calls
• Supports DVD
Integrate
The Avaya family of contact center solutions
offers the hardware and software required to meet
virtually any contact center recording need. The
Avaya Call Recording advanced voice and data
logger contains a PC-based digital voice server and
software that integrate directly into your
DEFINITY® system. Archive calls and screen
sessions for days, months, or years, depending on
your needs. Up to 38,000 hours of call recordings
can be stored on the server’s hard drive, plus,
unlimited hours can be archived on digital audio
tape. The system supports a variety of archiving
options, including DAT, AIT, and magneto-optical
(MO) and DVD media, with advanced system
redundancy including internal RAID-1 or RAID-5
storage and a hot-standby architecture.
Communication without boundaries

Integrated online evaluation templates help ensure fair
evaluation of agents.
Like all Avaya applications, Avaya™ Call Recording
is built on a scalable, open platform. That means as
your enterprise grows, this solution will grow with
you. Avaya Call Recording will let you combine a
variety of recording capabilities in one easy-to-use
system and will easily adapt to multimedia
environments, including voice-over-internet phone
(VoIP), e-mail, and Web interactions.
Capture
In a single application, Avaya Call Recording
provides a diverse range of recording options to
meet any need, including quality management,
transaction verification, and dispute resolution.
Avaya Call Recording offers full-time recording,
selective recording, and record-on-demand. It
records call details—such as agent, extension, phone
number, call times, and account number—so you can
easily search for and retrieve any recording.
Avaya Call Recording lets you create multiple
recording schedules, capturing voice and screen
activity for an agent, group, type of call, dialed
number identification service (DNIS), or other
computer telephony integration criteria. You have
the flexibility to define overall recording schedules
that match your needs—random, sequential,
percentage-based, by agent classification, campaign,
or time of day. You also can be specific in your
• Selective recording automatically records certain calls based
selections; for example, you can record a single call
or continuously record specific agents.
• On-demand recording allows agents to start and stop
Analyze
With Avaya Call Recording, you can review
individual agent progress or overall contact center
performance. From a single screen, you have a
unified view of recorded multimedia interactions,
ready to be played back and evaluated from the
reviewer’s PC. Using the system’s live Monitor
module, you can instantly view the activity status of
your agents and then choose to monitor or begin
recording at any point during the call.
The Avaya Call Recording standard reports
enable you to obtain centralized data and objective
reporting. Or, use the flexible custom reporting
module to create customized reports that use
the criteria you have defined to meet your
specific needs.
PSTN
Voice Logger
Call Database
Agent
DEFINITY G3
Screen Logger
(Optional)
Supervision Workstation
Telephony Server
on predetermined criteria, such as ANI, DNIS, agent group,
Caller ID, or other CTI data.
recording as needed, using a desktop interface.
Improve
Avaya™ Call Recording lets you pinpoint your
agents’ strengths, identify areas for improvement,
and define training objectives. Over time, you can
track their progress and compare agent
performance levels.
In the bigger picture, Customer Relationship
Management is about knowing your customers and
delivering consistently excellent customer
experiences across the enterprise. Avaya Call
Recording enables you to capture every type of
customer interaction, so your company can easily
share real customer experiences and learn first-
hand how to meet immediate and long-term
customer needs.
PSTN
Voice Logger
Call Database
Agent
DEFINITY G3
Screen Logger
(Optional) NICE Supervision NICE
Avaya Computer Avaya Computer
Applications
Telephony Server
• Quality assurance recording enables supervisors to schedule
call recording and, therefore, monitor agent performance
as needed with minimal manual intervention.
• Total recording automatically records and archives all your calls
• Supports DVD
Integrate
The Avaya family of contact center solutions
offers the hardware and software required to meet
virtually any contact center recording need. The
Avaya Call Recording advanced voice and data
logger contains a PC-based digital voice server and
software that integrate directly into your
DEFINITY® system. Archive calls and screen
sessions for days, months, or years, depending on
your needs. Up to 38,000 hours of call recordings
can be stored on the server’s hard drive, plus,
unlimited hours can be archived on digital audio
tape. The system supports a variety of archiving
options, including DAT, AIT, and magneto-optical
(MO) and DVD media, with advanced system
redundancy including internal RAID-1 or RAID-5
storage and a hot-standby architecture.
Communication without boundaries

The Avaya™ Call Recording database interfaces with
DEFINITY® ECS and contact center workstations, as
well as the Avaya computer telephony integration
server. This thorough integration means crucial call
details are automatically captured with each call you
record, in real time.
In addition to providing automatic call recording and
easy call retrieval, Avaya Call Recording will give your
supervisors an enhanced, user-friendly search
capability to retrieve any call recording. You can search
for recordings by:
• Agent extension
• Agent ID
• Dialed number identification service (DNIS)
• Automatic number identification (ANI)
Contact your Avaya Client Executive or authorized Avaya BusinessPartner for more information today.
Or visit us at avaya.com.
© 2002 Avaya Inc.
All rights reserved. All trademarks identified by TM, ®, or SM are trademarks, registered trademarks, or
service marks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners.
Printed in the U.S.A. 01/02 • GCC0630-03
A v a y a™ C a l l R e c o r d i n g
A
• Caller or customer ID
Avaya Call Recording is hardware and software that integrates seamlessly with
• Other data reported via CTI
y o u r D E F I N I T Y ® S e r v e r. I t d e l i v e r s f l e x i b l e , h i g h - p e r f o r m a n c e c a l l l o g g i n g a n d
By knowing, word for word, what your customers’
experiences are, you can respond to their needs quickly
digital recording of voice agent desktop and multimedia interactions. Whether
while planning for the future. Converged Voice and you need to record every interaction, record for quality management, or simply
Data Networks
Customer Relationship
Management record on demand, Avaya Call Recording lets you easily store, retrieve, and
Unified Communication
Supported by: manage all your customer contacts.
Avaya Labs and Services
Graphical User Interface
Capture your customers’ Avaya Call Recording is a comprehensive quality
• Compatible with Microsoft® Windows® 95, 98, management solution that makes it easy to record,
2000 and Windows NT® experiences—and improve
evaluate, analyze, and improve customer
• Network interface-Ethernet/Fast Ethernet, your agents’ performance experiences within your contact center. The
Token Ring, TCP/IP system’s superior recording technologies and strong
Effective agent interaction is the focal point for computer telephony integration (CTI) capture
• SQL/ODBC compliant, client-server database building better customer relationships. With Avaya synchronized voice and screen/Internet activity
Call Recording, you can dramatically increase the together. Plus, time-saving applications for
quality of your customers’ experiences by playback, evaluation, and analysis help you
managing and enhancing your agents’ consistently improve agent performance.
performance.
avaya.com Communication without boundaries