ZeniWEB (CS-DR 0416)

Embedded Digital Recording System

Page 1
 Index

I. OverView
II. Specification
III. Major Utilities
IV. Case Study

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 I. OverView

Overview

Benefiicial
Effects

Markets

Page 3
I. OverView

OverView

Zeniweb is voice recording system

which you can utilize for your
understanding or as legal evidence in case
of problems with customers on
wire/wireless calls.

In case of dispute  or claims due to the

unclear responsibilities in business or
work through phone, you can make sure
of disadvantages and where the
responsibility lies as well as problem
solving by establishing this digital
recording system.
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I. OverView

Beneficial Effects

Solution for customer

• Preparationdispute
against possible dispute with customers by
recording calls
• Preventing damages to company images and saving for
compensation expenses  against disputes
• Collection and analysis of customer complaints

Enhancement of productivity and company image

by
strengthening customer services
• Enhancement of agent' attitudes toward customers resulted
from awareness of recording Voice
• Focused more on business by preventing private calls
Recording
Improvement in work System Effects
capability
• Utilization of real-time monitoring function
- Improvement in agent' qualities by utilizing it as instructional and
retraining
materials for consultants
• Utilization as simulation data for agent’s training
• Efficient management of human resources
Establishing business strategy through analysis
of customers' request trend
• Utilization as means of controlling customers' complaint records
- Utilizing to enhance company image and loyalty through CRM analysis,
distribution and improvement
• Utilization as data to examine campaign activities, and the spread and of
effectiveness of improvement

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I. OverView

Markets for digital voice recording devices

1) Call Center
2) Insurance Company
3) Bank Branch
4) Securities Company
5) Hospital
6) Courthouse
7) Enterprise
8) Public security Service

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 II. Specifications

Overview of Spec.

Good points of
product

Special Spec.

Expansabilities

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II. Specifications

Overview of Specifications

Hardware Software User

UserInterface
Interface
Hardware Software

Embedded Type Verified Solution to Enterprise Easy recoring data

searching & hearing(WEB
Based)
Included leased digital
recordIng boards for Recording data written
acquirng digital voice again & Storing Easy UI for Supervisors

Dupulicating Storage
Backup Device
High Compression Algorithm Remote monitorinfg & control
(HDD & DVD-Multi)

Easy Expansabilities
(Using 4CH Module) Boarding Network Stream Building event log
S/W for realtime hearing

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II. Specifications

Good points of product

⊙ Analog & Digital Recording Supports

⊙ Recording Methods : Analog Extension/Co Trk, E1 Digital Trk/ Digital Station
Recording
⊙ Compression Methods : G.723.a, G.723.1, GSM, ADPCM
System
⊙ Backup Storage Device : 9.4GByte DVD-RAM Media
⊙ Auto Restart after recovery power supplying

Data ⊙ WEB Based data management facilities

managemen - not used client program / supporting data search Index
t ⊙ Statistic data generation each daily,weekly,monthly

⊙ Supporting Centrall Management System

- Management system resource(CPU, HDD, RAM, etc)
Fault management
- Saving Log file
- Alarm Notice

⊙ Convenience of User interface

⊙ Realtime recording hearing & Inserting conversation
User Interface ⊙ As supporting supervisor mode, improvement of security
⊙ Remote control through network
⊙ min. 4ch ~ max.16ch

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II. Specifications

Good points of product(continuos)

⊙ Full Recording : It starts recording with hook-off and finishes with hook-on
⊙ Record on Demand (ROD)
Recording Methods
⊙ Voltage Detection
⊙ Voice Detection

⊙ HDD – It allows additional expansion from 250GB base.

Data Backup ⊙ DVD-Multi ( Supporting CD,DVD,DVD-RAM )
⊙ Storage backup through network (option)

⊙ Many kinds of Searching Index

Searching Data
(Agent ID, Extension ID, Day, Time, CID, etc)

⊙ Realtime recording hearing & Inserting conversation through network

Replaying Data
⊙ Boarding network streaming S/W

⊙ Systematic data security function

System     (Authorization is provided for recording or hearing in consideration
Management of different work levels of users and administrators)
⊙ Security function expanded by providing step-by-step administrator modes

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II. Specifications

Good points of product(continuos)

 Web based & emebdded type

 Exclusive Recording Board

embeded, which has been

verified through big
enterprise
Web Based Based Client/
through  Free web management Server
Internet function
 Convenient UI support for
administrator
 Various system interfaces
 Perfect after-service
system
with development of its
※ The greatest advantage of this Recording System lies on its providing
own
data search &
recording program
hearing functions and other functions, still observing security rules,
wherever internet
available. Page 11
II. Specifications
Ⅱ. 제안 시스템 주요 특징
Good points of product(continuos)

 Multiful interface support

o It provides Wide-Ranging Connectivity appropriate to any type of Call Center
environment.

o It supports the current highly effective PBX and ACS systems perfectly.
Digital/Analog Phone

Recording
VoIP & H.323 System Builded Digital/Analog Trk
(E1/T1/ISDN PRI )

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II. Specifications

Good points of product(continuos)

 Multiful recording way support

o It has a flexible structure designed to accomodate a wide range of customer's requests
on recording

o It is designed as modulized component structure, allowing easy changes in functions

and upgrade
CTI Driven On Demand
Recording Recording

Full Time ZeniWeb Voltage Detective

Recording VOICE
VOICE Recording
Recording system
system
Recording

Free Seating Voice Detective

Recording Recording

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II. Specifications

Good points of product(continuos)

 Single Hardware Platform

⊙ Being used each leased board (analog : 4ch module /digital : 8channel module)

⊙ On-board DSP chip is providing tone detection & Voice processing

⇒ not used DA-Convert for digital voice recording

⊙ Can be support many kinds of Exchanges protocol(Nortel,AVAYA, etc)

⊙ Can be used mixed board(analog/digital) on a system

⊙ Realtime can be hearing recording voice ( Network Streaming)

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II. Specifications

Good points of product(continuos)

 High Compression

Recordi
Compre Saving Capacity a day
Saving Capacity a month
Possible Saving Dates
ng
ssion
Method 1System 1System 210GB
Rates 1CH 1CH
s (4CH) (4CH) (4CH)

ADPCM 32Kbps 112MB 448MB 2.8GB 11.2GB 135GB/year 1.5years

GSM 13.3Kbps 48MB 384MB 1.2GB 4.8GB 57GB/year 3.6years

G.729a 8Kbps 32MB 256MB 800MB 3.2GB 38GB/year 5.5years

G.723.1 6.3Kbps 24MB 96MB 600MB 2.4GB 29GB/year 7years

* Calculated Example for saving capacities

Agents : 4persons / Working time : 8Hour / Compression tech. : G.723.1 / Full Recording
 Capacity one day(1person) = 6.3Kbps * 60(s) * 60 (m) * 8(h)
= 0.8KB * 60 *60 *8 = 23Kbps ≒ 24Mbyte

* It calculates based on full time recording for capacity, which is reduced to the half in real recorded time
(that is, doubling the saving capacity)  

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II. Specifications

Special Specification

 Recording System
Part Contents Ref.
Vendor CSTC CO., Ltd
Model Zeniweb
 Channel capacity
Recording channel : 4 to 16 channels
 Voice processing
Compression : G.723.1, GSM etc.
 Storage capacity
Default HDD 250GB & DVD-RAM 9.4GB
 Backup storage capacity
H/W Spec. 3MB/1Hour, 1ch
 User interface
& Special feature
XML Web service-using internet explorer
 Operation system
Windows pro XP
 Dimensions(W*H*D) : 430 x 500 x 50mm
 Operation Environment :
Temperature 0 °C~ 50 °C
Humidity 5 ~ 95%

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II. Specifications
Ⅱ. 제안 시스템 주요 특징
Special Specification(continuos)

 Recording Processor Board

Part Analog Record Board

Line Capacity Can be composed of 4, 8 ,12,16ch

Analog Line Recording

AGC(Auto Gain Control) / AVC (Auto Voice Control)
Spec. &
Feature Realtime hearing / Caller ID Display
G.723.1(5.3Kbps) / G.729A(8Kbps) / GSM(13Kbps)
Analog Board Advanced Data Streaming / Data Streaming

Digital Record Board

Line Capacity Can be composed of 8,16ch

Digital Line Recording

Spec. & Multiple PBX D-Channel Support
Feature AGC(Auto Gain Control) / AVC (Auto Voice Control)
Realtime hearing

Digital Board Reliabilities Verified qualities to Enterprise

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II. Specifications

Special Specification(continuos)

 Flexibility

Analog board Digital board

Channel
Part Max Channel a system
per module
Analog
Record 4CH 16CH
Board

Recording system Digital

[ Zeniweb ] Record 8CH 16CH
Board

※ With the maximum exceeded, you should ask for consultation with our
business dept.
before ordering.

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 III. Major Utilities

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III. Major Utilities

General Configurations

Analog [Extension] Recording Digital [Extension] Recording

Type Type

PST [PBX] [PBX]

/[KEYPHONE] PSTN 교환기 [PBX]
N /키폰
[KEYPHONE]
[KEYPHONE]

Analo Digital
g Zeniweb Line
Line [CS-DR0416] Zeniweb
[CS-DR0416]

Agent Supervis Agent Supervis

or or

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III. Major Utilities

Solution for central backup service

Branch Office A

Central Office

ZeniWEB Agent Supervisor DB

Router
…

Branch Office Z WAN TCP/IP

Supervisor
Router Of Central Office

Web/Stream File/Backup
Router
Server Server

ZeniWEB Agent Supervisor

Part Contents

1. Log-in with an account and a password as agent/administrator

Central Backup
2. Local agents can only hear their own recorded files
Feature
3. Hearing of inquired files available from the streaming server

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III. Major Utilities

Security to recording data & access right

Part Contents
1. Allocation of authorization for inquiring and hearing by giving
account and
password
2. General users of the local agents can only inquire and hear
Security their local files
3. Local managers can inquire and hear the whole local files
4. Administrator inquires and hears the whole files to back up
the data twice, preparing against data loss

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III. Major Utilities

Solution for data backup

>> TCP/IP
<<

PSTN Agent Group

DB/Web
Server
DVD-Multi
Backup
Server

Network Line Zeniweb DVD-RAM

Analog Line CD,CD-RW

As to back up the data twice, preparing against data loss

* Simultaneous back-up function through the first saving (HDD) and the second
back-up (DVD-
RAM)
DVD Multi H/W is for the second saving with 9.4GB capacity provided for DVD-
RAM media

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III. Major Utilities
Ⅲ. 제안 시스템 주요 기능
Searching Index

Part 1. Be available on conditions Contents

such as call time,Extension
No.,Agent Name,
Calling Id,Called ID,Call Length etc.
Searching 2. You can replay the searched data right away by double-
clicking it.
3. All the recorded data are saved in file with their own time
stamp noted.

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III. Major Utilities
Ⅱ. 제안 시스템 주요 특징
Monitoring Agent

idle use busy

Part Contents

1. You can check on the current status of logged agents

Monitoring 2. Current status is displayed on icon
3. Agents on 'Busy' status can hear the dialogues in real time.

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III. Major Utilities

Local Management

Part Contents
1. Can define time and conditions to execute back-up function
2. Will have a warning when you reach the pre-defined critical
value during
back-up
Backup
3. The Index Db in the back-up files is saved as well,
contributing to easy
replay.
4. There are several back-up conditions that you can define.
1. It is possible to know the CPU status, the capacities of HDD
Status Info.
and DVD etc.

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 IV. Case Study

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Ⅲ. 제안 시스템 주요 기능
KumHo Insurance

Branch#1
Branch#1 Branch#2
Branch#2 Branch#60 TM
TM BP
BP Office
Office CSTC Co., Ltd.(CEO  KIM, Hyun Sook
www.cstc.co.kr) announced on 29th that the
recording solution ‘ZeniWEB' would  be
▪▪▪ provided to all the business offices of Kumho
Life Insurance Co., Ltd. with the recording
Agent Agent Agent Agent Agent
system for 250 seats.
Kumho Life Insurance Co., Ltd. will apply
VP
VP ‘ZeniWEB' to the currently operating Call
N
N Centre.
Article : CSTC Co., Ltd. said, "The numbers of
First
Backup Second cancelling insurance contract within 3
Backup months are increasing  for lack of
explanation on policy or with no autograph,"
and added,  "If we succeed in Kumho Life
DB SMS Server
WEB & Media Backup Server Insurance, other insurance companies will
File Server
Server Server (JukeBox) actively consider to introduce our solution to
strengthen the transparency of insurance
contracts." (source: Eyenews)
1. Data recorded from different local agents will be uploaded in file to the
file server, the first central back-up system, in real time.
Feature
2. In case of local agents, it will be saved into its own ZeniWEB hard disk
and DVD.

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Thanks.

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