Recommendation for Call Reporting and Recording Software

[LeoAbse]

Mitel 3300 - MCD 4 - 2 x ISDN 30's - About 170 users

We are looking to gather some more info on calls for a mini inhouse call / contact centre we have set up (only 10 ext's or so). We would like to gather such data as number called or called from, time date, which ext, duration, outgoing or incoming, list of called numbers, how often, total calls from an ext etc.

Also to be able to record phone calls, to play back and to listen in on live calls for training purposes.

Currently we have no SRC and our voice calls are encrypted. We are thinking about turning the encryption off and have another thread running for opinions on that. We will go down the SRC route if needs be though.

Anyone have some recommendations and some rough costs (we are in the UK) ? Thank you

[x-man]

Any number of call management systems, some which combine recording and management.

We use PROTEUS Office for most of our customers (they get to look after it after install and even the numpties manage as long as they have proteus support) and have heard good things about Elephant (never used it though). Call recording would either be the SRC or you could go the CTI route and record the PRI's rather than the extensions.

Proteus office would be in the £3-400 mark depending on the number of extensions you want to manage

Call recording is in the thousands bracket if you want to do it properly.

Listen in to live calls...if there are not many then silent monitor is in the system after that I'm afraid I have no idea....

[LeoAbse]

Thank you. So the SRC / voice encryption side of things won't affect call management software just call recording. As in we could get Proteus Office (or similar) for call management and leave voice encryption on. It's when we come to call recording the SRC / encryption comes in to it ?

The Proteus office software - is th einstall straight forward or is an indepth knowledge of 3300's and MCD required ? I assume the software isn't vendor specific.

[jrg0852]

We sell the Redbox solution. They are a UK based company, so you should be able to easily find them. Thanks.

[x-man]

Proteus office takes about 15 mins to install and configure (depending again on size) and is not vendor specific.

Yup, you can do the call management and leave the recording till later if you so wish. CTI (who do the Proteus) also do the call recording.

[jrg0852]

That is a cool solution, X-MAN.

[x-man]

 

mention that Tony from Advanced digital Communications Ltd pointed you in their direction if you go for it.