Agent Conversation Recording UVVL

Overview
UVVL Features
UltraVox Requirements

Overview

Agent Call Conversation Recording is an optional module of the Equate Automatic Call Distribution System.

The Equate is a software module in the Storacall UltraVox system. The Equate can run as a stand alone call distribution system or integrated with other UltraVox modules to provide a complete Call Processing Solution. The UltraVox will connect to virtually any telephone system.

Supervisor Control

From the Supervisor Console, the supervisor can select one or many agents to have calls recorded. For each agent, the supervisor can choose to:

	Record All Calls Every call the agent receives is recorded to the supervisor's mailbox. This option is suitable for transaction recording or where there is a problem with a particular agent.
	Record Some Calls Only a selection of calls are recorded - the supervisor can choose what proportion of calls are chosen, between 1 in 2 and 1 in 9. This is useful for spot checks and training.
	Record Next Call The next call the agent receives will be recorded.

Playing Back the Calls

Calls will be recorded into a nominated mailbox, normally that belonging to the supervisor. Where the Equate serves a number of departments, the calls for agents within each department may be recorded in different mailboxes.

The supervisor can dial in to the UltraVox from any phone and listen to recordings. Normal transcription controls are available, including fast-forward, pause and rewind. Each recording may have a reference number which can be played to the agent and displayed on the main screen. Recordings may be retrieved by reference number. With the UltraVox Equate, recordings may also be played through the supervisor console speaker.

Archiving and Deleting Conversation Recordings

Conversation recordings may be saved for later reference. In the case of transaction recordings, it may be desirable to keep all recordings for a set period of time. In this case, the UltraVox may be programmed to automatically delete recordings when they reach a certain age.

Recording Warnings

Before a particular call is recorded, both caller and agent can receive a spoken warning, such as 'Please be aware that your call may be recorded', or a warning tone, or both. Please note that it is a legal requirement that you inform your callers that you are recording their conversations. The warning may either be verbal or in literature which they will have read before making the call.

Features of UVVL Module
	Agent Selective Recording
	One Call, Some Calls or All Calls Option
	Up to 100 Hours of Recording as Standard
	Up to 99,999 recordings
	Multiple Supervisor Boxes
	Recording Archiving
	Automatic Deletion after preset period
	Fast-forward, pause, rewind on transcription
	Fully integrated with UltraVox Equate ACD
	Recording Time & Date stamp
	Unique recording reference number
	Recording Count Indication and on-screen list
	Optional pre-announcement or Record Tone

UltraVox Requirements The Agent Conversation Recording module will function with the following modules:
	UltraVox QueueCall with UCD The QueueCall UCD will support the options to record all calls, no calls or some calls for each agent. Recording the next call requires the supervisor console which is not available without the ACD/ICD options.
	UltraVox Equate The Equate ACD and ICD will support the options to record all calls, no calls or some calls for each agent. Recording the next call requires the supervisor console.
	QueueCall 7.0 QueueCall Version 7.0 supports the conversation recording option, with the same limitations as above applying to the supervisor console.
	Extension Port Capacity As each agent conversation is being recorded, or played back, a port on the UltraVox or QueueCall is used for the duration of the conversation. This may require a revision of the capacity of an existing system if the module is subsequently added. This should be discussed with a Storacall Technical Sales Representative.

Supervisor Console

The Supervisor Console gives the supervisor full visibility over agent activity as well as the ability to control availability. Recording may be controlled from the console. See data sheet 2100 for full details.

PABX Requirements

The Agent Conversation Recording module makes use of a three party conferencing facility on the connected telephone system (PABX) or Centrex service. Please check with a Storacall Technical Sales Representative that this facility is available on your system.

For further information, please contact Sales:
Tel: 01932 710710  |  Fax: 01932 710711  |  Email:
or use the Enquiry Form