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The Latest version of DGVOX Voice Logging Solution version 6.7 has hit the market on 1st April 2009
Avaya CTI integration
Voice Recording Methodology
AVAYA Licenses
Screen capturing
Incoming call pop-up
Phone book features
Scheduled recording
Record on demand
Evaluation
Scheduled archive
Benefits of DGVOX 6.7
Avaya CTI integration:
Avaya CTI is open, scalable, highly reliable and secure IP telephony platform. It manages the extensions where calls are to be recorded, and provides the underlying call and media control capabilities.
Through this direct integration with Avaya, DGVox is able to capture and analyze all relevant information including call details, agent details and agent activities such as hold, transfer etc more precisely. DGVox provides agent quality monitoring using these details.
AVAYA deployment diagram
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Voice Recording Methodology:
DGVOX records Voice on AVAYA Communication Manager platform through DMCC (Device Media Call Control) Integration. The DMCC APIs (Application Programming Interface) provided by Avaya Application Enablement (AE) Services, enable applications to access the physical device, media and basic third-party call control capabilities of Avaya Communication Manager. The DMCC integration eliminates CTI hardware and achieves seamless call control.
The DMCC integration enables DGVOX to record Digital, Analog and VOIP phones connected to AVAYA Communication Manager without CTI hardware. Additional DMCC license needs to be dedicated for DGVOX call recording interface, this means, two DMCC license for every agent extension which needs to be recorded. This integration also enables DGVOX to seamlessly capture agent ID & agent screen on AVAYA communication manager.
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AVAYA Licenses:
The following AVAYA licenses are required for the DGVOX integration with AVAYA Communication Manager.
Two AVAYA Universal License for every IP extension to be recorded.
One AVAYA TSAPI (Telephony Services Application Programming Interface) license for every IP extension to be recorded.
One AEP License in AVAYA AES server for every 100 IP extensions to be recorded.
One ASAI License in AVAYA Communication Manager for every 100 IP extensions to be recorded.
Notes:
Above mentioned licenses should be made available by the customer.
The required licenses are subject to change depending on technology updates by AVAYA and/or VoxSpectrum.
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Screen capturing:
The screen capture module of DGVOX enables the administrator to capture and evaluate the on screen information available on the call agent�s screen. This powerful tool helps to monitor, evaluate and validate the information available to the call agent in order to optimize productivity and customer satisfaction.
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Incoming call pop-up:
DGVox provides an Incoming Pop-up alert facility. The pop-up will appear every time a call lands on any recorded extensions, with details of the customer/caller. The pop-up provides information on the name, address and phone number of the customer/ caller and helps the call taker/ agent to promptly react to the caller.
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Phone book features:
The phone book feature allows the user to register caller/customer information. This information in turn will be available as a directory service and also enables the incoming call pop-up feature. The feature improves the call agents productivity and effectiveness multifold.
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Scheduled recording:
The Scheduled Recorder Setting is used to customize the time period, when the call is to be recorded or not to be recorded, depending on the DGVOX users requirement. There are three options on each day to set the period. The recording can be scheduled for all users or individual user. For the individual user setting, you have to select the channel ID of the desired user. This feature automates the recording function and eliminates the requirement of human interaction up to a larger level by setting pre-defined recording priorities as per the DGVOX administrators requirement.
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Record on demand:
DGVox provides an option for filtering the incoming and outgoing calls that should be or should not be recorded. This option also allows the user to enter the number to be filtered in four different formats: Exact, Anywhere, Begin and End. DGVox also helps you to add, modify and remove numbers from the filtering list. Once the numbers are input for filtering the user can decide whether any calls from/to this number should be recorded or not recorded during the desired time range.
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Evaluation:
The DGVOX evaluation module provides a comprehensive administration tool that enables extensive skill based review of the call agents and detailed evaluation of voice calls based on various quality parameters. The administrator can set varied parameters for skill matrix evaluation, based on which DGVOX can generate elaborate reports and comparison matrix. The administrator can in turn allocate necessary resources to the agents to improve productivity and efficiency.
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Scheduled archive:
The scheduled archiving module enables automated archiving of the critical voice and data. This feature eliminates the human interaction up to a large level and ensures that the critical data is safe and archived, leaving the administrator time to focus on other critical tasks.
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Benefits:
Compatible with all major switch systems including Cisco, Avaya, NEC, Nortel, Alcatel etc.
Distributed Architecture possible.
Call center modules like screen capture and Agent Quality Monitoring.
Database provided at no additional cost�No requirement to purchase MS-SQL or other database licenses.
Multilingual User Interface (Optional)�Can activate Arabic User Interface.
Support Desk based out of Bangalore ensure superior level of operational and post sales support.
Customizable (optional) Interfacing with other customer applications and database.
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