sundance-communications.com/forum Forums TDM Business Telephone Systems Comdial Telephones & Systems Looking for a good integrated call logging/recording solution

Has anyone found a good call logging (recording) solution that will work with the FXII?

I have a customer who is looking for something that records on the digital side, instead of thru the analog method that they are currently using. Currently, they have "logger patches" connected between the handset/headset and the phone, to capture the audio at the analog level and send it over to the logger server. The logger patch is powered. The question came up when they wanted to find a way to record both the handset and headset, regardless of which the phone user decided to use. Because they are using 8324SJ phones, I have to choose between one or the other. If it were a phone with the handset and headset combined, I could do it very easily. At this point, though, that setup is beside the point. The customer has asked me to go out searching for a solution that will record on the digital side. I am assuming this would have to be something sanctioned by Comdial/Vertical, since it would have to integrate with their digital signal.

It would need to be able to record all phones simultaneously, so some sort of solution that used Service Observe wouldn't work, as far as I can tell, since there aren't enough conference circuits to accomodate the requirements. If not captured on the digital side, they at least want to find something that captures the audio on the back end, not requiring a capture at each individual phone set.

Has anyone seen anything like this? Didn't Comdial have a solution that they came out with just prior to the Vertical purchase?

Thanks!

We had this problem with some of the E911 sites I will have to check my notes but I think we solved it buy putting the loggers on all the trunks. But this worked because we used copper lines.

PM sent.

Thanks for the info. Anymore input, please bring it on!

As far as capturing on the trunk side (whether copper or PRI), how would the customer tie that back to the phone user? This is a situation where they have to be able to go back and pull up a recording that took place during a certain conversation/transaction. Right now, they cross reference the agent to the logger recording. Having it capture on the trunk side seems like it would be just a little bit more difficult to locate the correct recording. Thoughts???

So what about that offering from Comdial? Didn't they come out with something that filled this bill, as far as doing recording? Was it part of the contact center solution?

In the case of E-911 the dictaphone equipment had all the call records to tie the trunk back to the station. Maybe a call accounting software can do the same.

Okay, now it's bugging me. Which recent Comdial product offering am I thinking of that had the call recording functionality?

ECS call center had recording but only on incoming calls.

Take a look at this from Bogen. It's impressive but I have never had my hands on one. IT is a trunk-side device but you can search conversations based on a lot of variables.

https://www.bogen-es.com/comlog/