I have it setup so I can monitor an extention sliently, but is there a way i can setup an automatic recording of all of the calls for a certain extention.

I dont' have time to listen to calls during the day and i'd like to be able to listen at night if necessary to spot check customer service performance.

Thanks!
Andy

I have an Axxess running 9.1 software. I have been told by our Inter-Tel sales engineers that there is no way to do this without an external call recorder. In fact, apparently there is not even a way to continously monitor a station even 'live'. You have to silent monitor each individual phone call after it has been connected.

My company has purchased a VOIP recording solution from a 3rd party because we had this exact need. If you are using VOIP, PM me and I'll send you the product info.

Oaysis has a killer application called Tracer that will record all incoming and out going calls 24/7. You can do a search by extension and time etc. etc. This has been deployed on a 5000 using IP on the inside and PRI to the outside world.

Tracer seems really good. In our case we needed to record more phones than it supports, but it would have been our choice otherwise. It has all the features we wanted.

Thanks for your responses, Since most of my phones on my Axxess system aren't VOIP i guess i'm out of luck.

Since i've been silent monitoring a few calls i notice my phone Beeps when i turn on the monitor and beeps again when the monitor ends or the call ends. Is there a way to turn these confirmations off? I dont want anyone to get wind of my monitoring as it could tip people off that i'm listening in thus defeating the purpose of the spot check i'm trying to do.

Thanks!
Andy

Andy,

Tracer does a half tap into your pots lines and this is where it does the recording. VoIP or digital, does not matter. As to the warning tone this can be turned off in system flags if you have access to Session Manager.

Thanks for the Reply.
I'll have to look into Tracer, but in the meantime Silent Monitor will do What flag is this warning tone linked to? Camp-On Indicatons?
I assume you mean it will be a flag on my statio and not a system flag.

Thanks for all of your help.

Tracer can do station level tap, analog trunk tap or digital (T1/PRI) tap and I think it can support a ton of T1/PRI channels. It works really well with the Inter-Tel systems and I concur with g711, it is a great solution for recording calls based upon pre configured rules. If used in tandem with NetPhone select users can be configured for on demand recording as well.
As far as the RAC tone, there is a system flag that dictates audio and visual indications when the feature is active. Check your local recording laws to ensure that you comply; lawsuits suck.

Well i have the tone disabled so the caller and the employee don't hear the tone, this is legal in RI. The tone i'm trying to get rid of is the confirmation tone emitted by the speaker in my phone when i listen to calls, it is the same tone you hear when you do things such as swapping extensions through the phone, a loud enought tone that people do hear, and i don't want them catching on that when they hear that tone it means someone is listening. Since the main people i will be spot checking sit iwthin 20 feet of my office they will hear it.

Is there a way to disable thsi confirmation tone?

Thanks.

There is not, but you could lift the handset and then use yer keys or feature codes to initiate a monitor, then press speaker and hang up the receiver to listen in if you wish.

Oaisys Tracer is a good solution, but Oaisys Auto Call Record is also viable if you need onesey-twosey type recording, or recording only a few extensions at a time.

Cool.
Any idea on the price or how to go about getting it?

Gotta talk to an Oaisys dealer, many Inter-Tel dealers also sell Oaisys stuff...

Yeah Tracer is the shiz.

Trunk or station side taps. I did their online training. We haven't sold a Tracer solution yet, but lotsa folks are very interested.

Depending on the reporting package you use would help in your decision. Oaisys has sold the Netphone piece of their business including such apps as call router to Toshiba. Inter-tel offers Intelligent Call Router which is a piece of software that works with the Call Center Suite package. That would do what you are looking for plus more. Oaisys also has a new application called Talkument that is very similar to Tracer but not intended for full blown call centers and will record 2 T-1 PRI circuits for 1/3 of the cost.

hmm... good to know, but my "extra spending" budget is pretty much gone for this year. I'll have to see if i want to chew up valuable funds at the beginnign of next year. At least i know my options though.

I've only got 1 PRI so that Talkument may be an option. Any idea on the cost, ball park, I know we aren't supposed to mention cost per se but are we talkin under 5K?

Thanks,

Be aware, if using Contact Center Suite to initiate the recording, you must redirect the Record A Call extension for each extension in DB Programming. You must also remove the Record button from the keymap. If you don't do these two things, the mailbox number will be shown on the display and the Record light will be lit on the extension being recorded. That pretty much defeats the purpose of doing the recording. I don't believe this happens when just using the feature codes. The management here believes at $3K a license, they should be able to use CCS (Reporter Realtime)and a mouse instead of having to dial in a feature code.