Enterprise Services - Application Services

Technical Datasheet

OmniPCX RECORD Suite

CUSTOMIZED APPLICATIONS

Many companies both inside and outside the Call Center world have a growing need to record transactions,
especially in activities requiring law and regulations compliance. This is essential especially in financial
services, utilities, healthcare, education, hospitality and public safety.
The Alcatel-Lucent OmniPCX RECORD Suite is the solution that provides small and medium-sized businesses
with extra Web-based audio and video call recording as well as analysis tools. This enhances quality
assurance, accelerates customer issues resolution, boosts customer loyalty and streamlines employee
monitoring and coaching.
Seamlessly integrating into existing and newly installed Alcatel-Lucent OmniPCX Enterprise Communication
Server environments, OmniPCX RECORD is easy to adopt and extremely cost effective.
The OmniPCX RECORD Suite is composed of several optional applications that sit on top of the RECORD base
application:
RECORD

is the base package that offers voice recording of any inbound and outbound call

CAPTURE

adds screen capture to the RECORD application for a complete audiovisual history of the
interaction

SILENT
MONITOR
COACH

provides the real-time silent monitoring of IP and non-IP calls on and off-site
offers quality reporting and evaluation analysis based on real calls, allowing supervisors to
proactively manage employee performance with an instant coaching tool

Customer benefits

Cost effectiveness

Enhanced Customer loyalty

Easy adoption through a seamless PBX platform integration

High protection of client data thanks to robust security administration controls
Reliable service quality assessment through actual customer-employee interactions recordings
Minimized risk of disputes and customer issues resolution acceleration through customer interaction
complete recording
Improved employee performance thanks to reporting, monitoring and coaching capabilities
Simplified ordering (one-stop shopping) and support (one single entry point)
Seamless

integration

into

Alcatel-Lucent OmniPCX RECORD Suite

existing

or

newly

installed

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Enterprise

environments

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Key Features
High availability (HA) mode taking advantage
of the OmniPCX Enterprise Communication
Server HA mode

Alarm sending via email or SNMP traps to a

hypervisor for the notification of records
storage capacity, recording activated or not,
CSTA link status, packetizer link status, switch
over to back-up server

Multilanguage

(French, English,
German, Portuguese, Italian)

Spanish,

OmniPCX RECORD

Scalable, modular design to satisfy each

clients specific needs and budget

Fully web-enabled architecture that makes it

easy to locate and use recordings

Web-based user interface for remote access,

search and playback of archived recordings

Rich recording facilities:

Call tagging with notes and comments

Flagging and grading of calls at multiple levels
Call recording in SIP, VoIP, analog, digital and
mixed environments

Records encryption
Login authentication via Radius
Compliance with Thales encryption
In line with Payment Cards Industry (PCI)
requirements for call recording systems

Emailing of calls as file attachments

Open integrations: external applications can
start (adhoc or retroactively from the
beginning), pause or stop recording, get
records based in filtering criteria through the
Application Programming Interface (API)
OmniPCX CAPTURE
Complete user desktop activity capture

Video capture synchronized with the call

recording

Capture for playback of all data entries and

- Several types of recording :

desktop interactions associated with calls or

contacts, so as to trace any given conversation

Total recording of all call traffic

On demand voice recording of the

complete conversation, or portions of it
(available from IP Touch phones, the web
interface or external applications through
the API)

Supervisors

On-demand retroactive voice recording

(recording from conversation start can be
activated at any point during the call)
available from IP Touch phones, the web
interface or external applications through
the API

OmniPCX COACH
Web-based interface to facilitate simultaneous
playback and evaluation of calls

Random recording

- Automated recording according to specific

rules:
o

Inbound/outbound

Specific number starting or finishing by

predefined digits, containing defined digits
or exact number

Three profiles of users granting different

access rights and management levels:
- Administrator, full management rights
- Supervisor, monitoring recordings from groups
of users
- Users, managing their own recordings

Support of multiple audio formats (mP3,

GSM6.10, WAV)

Silent Monitor
can remotely and discretely
monitor agents by listening to their
conversations in real time for a consistent
evaluation of Customer service

Customizable evaluation templates for call

handling and/or email/correspondence. A
template can consist of a single scoring mode
or a mixture of scoring modes

A suite of reports is available to provide an

insight into the performance of an individual,
team, or any level, so as to visually reflect the
trend analysis and the organization training
needs

Ability to justify evaluation by adding written

comments, and supervisor can also create
instant coaching/learning for the agent by
adding learning attachments (audio, video,
URL, PDF, flash animation and image files) to
individual questions and sending to the agent to
review during convenient times

Easy and rapid creation of coaching sessions at

any time

Reporting
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Typical architectures
The OmniPCX RECORD Suite supports two types of architecture: IP-DR for recording IP calls and DR for
recording non-IP calls. These two types of architectures can coexist.
Architecture 1: IP-DR link for recording IP calls
The following diagram illustrates a typical IP voice recording architecture.

In an IP-based environment, the voice stream is duplicated by the IP Touch 8 Series phones and recorded by
the OmniPCX RECORD.

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 Architecture 2: DR Link for recording non-IP calls

The following diagram illustrates a typical DR Link environment.

- The adjunction of the OmniPCX RECORD packetizer (requiring a PCM card in the OmniPCX Enterprise)
enables the recording of non IP voice streams on analog, IP Touch 9 Series, eReflexes, SIP phone sets as
well as on DECT and wireless handsets
- In such a configuration, the OmniPCX Enterprise duplicates the audio stream internally and sends audio
traffic via PCM card to the Packetizer
- The Packetizer then converts all TDM, analog or SIP streams to IP
- The CSTA DR link (Dedicated Recording link) captures all attributes

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 High Availability (HA) architecture

The following diagram illustrates a typical redunded architecture.

In order to ensure maximum uptime, a secondary server can be added to the architecture. This server
continuously monitors and synchronizes with the primary server. In case of failure, it will take over from the
primary server, thus ensuring service continuity. Upon return to an active state, the original primary server
will act as the new backup server.

Operation
OmniPCX RECORD and CAPTURE
Archived calls can be filtered according to a list of criteria: call time, call ID, called by, called to, call
duration, user name (or group name), flag(s), corelator data.
Three profiles are defined in the web interface, granting users different rights for recording calls, searching
archived calls and system management:

User profile:
- Call monitoring for actions in progress (own calls): the user can activate call and screenshot recording
from the web interface (start/stop recording), add comments and flag the call.
- Recorded calls (My Calls): this menu allows for searching recorded calls by date, time or other criteria
(user name, call duration, flag) and playing recorded calls (but cannot modify or delete recordings)
- Options: for the definition of individual recording rules (automated recording of specific calls depending
on the call number) and tools download (Capture software, Xvid MPEG-4 Video Codec files if using a 32-bit
or a 64-bit OS, and Encrypted files player).

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User interface example:

Example of a screen capture associated to a call recording (the screen captures are played in
synchronization with the recorded call).

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Screen captures are viewed from an embedded screen within the RECORD interface. The capture window
can be moved or displayed in full screen mode, by double clicking on the video area.

Supervisor profile: same menus as users with additional monitoring facilities

- My Team Calls to search and listen to ones team recorded calls (but cannot modify or delete recordings)
- Silent Monitoring to listen to live calls in progress and view screen captures as well

Administrator profile:
- Recorded Calls menu to search and listen to all archived calls (the administrator is able to modify and
delete recordings)
- Management menu (rights, groups and licenses management, extension numbers assignment, recording
filters)
OmniPCX COACH
OmniPCX COACH includes Scope & Permission profiles which are created for various user groups. This
enables managers to customize user permissions precisely in line with current and future requirements.
OmniPCX COACH includes a module to enable a supervisor to capture the agreed actions of a one-to-one
review session with an agent. This includes summary of discussion and agreed objectives with target dates.
The coaching form can be printed in the form of a contract which both the supervisor and agent sign as a
personal commitment. The coaching module provides management with the means to track coaching
activities and ensure that agents benefit from regular coaching, based on the evaluated calls.
OmniPCX COACH offers the ability for the supervisor to rapidly turn an evaluated call into an instant
coaching activity and automatically deliver it to the agent to provide them with desktop based coaching in
bite-sized chunks during down times. The supervisor is also able to support their coaching comments with
learning material e.g. best in class calls, with specific questions attached.

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Prerequisites
The minimum requirements for the OmniPCX RECORD Suite server, depending on typical capacity
configurations are detailed below:

Units
Processor

50 Units

100 Units

200 Units

2.6 GHz I7

2.13 GHz Dual core Xeon

2.66 Quad Core Xeon

4 GB

6GB

8GB

Hard Disk
Drive

250 GB

500 GB

500 GB

Operating
System

Windows Web Server 2008 R2

English (64 bit)
Requires 1.5GB Disk Space

Windows Web Server 2008 R2

English (64 bit)
Requires 1.5GB Disk Space

Windows Web Server 2008 R2

English (64 bit)
Requires 1.5GB Disk Space

Firefox V 3.6.13+
OR
Internet Explorer V 7.0+

Firefox V 3.6.13+
OR
Internet Explorer V 7.0+

Firefox V 3.6.13+
OR
Internet Explorer V 7.0+

MS .Net Framework 3.5 SP1

Requires 200MB Disk Space

MS .Net Framework 3.5 SP1

Requires 200MB Disk Space

MS .Net Framework 3.5 SP1

Requires 200MB Disk Space

MS SQL 2008 Express

Requires 400MB Disk Space

MS SQL 2008 Express

Requires 400MB Disk Space

MS SQL 2008 Express

Requires 400MB Disk Space

IIS
No Additional Space required

IIS
No Additional Space required

IIS
No Additional Space Required

XVID1.2.2
(Included with OmniPCX
RECORD)

XVID1.2.2
(Included with OmniPCX
RECORD)

XVID1.2.2
(Included with OmniPCX
RECORD)

Requires 1MB Disk Space

Requires 1MB Disk Space

Requires 1MB Disk Space

MS .Net Framework .NET 4.0

Requires 15MB Disk Space

MS .Net Framework .NET 4.0

Requires 15MB Disk Space

RAM

Browser

PreRequisites

SCREEN
CAPTURE

COACH

MS .Net Framework .NET 4.0

Requires 15MB Disk Space

Note 1: OmniPCX-Record Application server R1 is supported on Windows 2003 R2 server only.

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Note 2: the required software can be downloaded from the internet:

- MS SQL 2008 Express
- MS .Net Framework 2.0 (for Client machines)

The minimum requirements for the OmniPCX RECORD Application Client are as follows:

RECORD

+ SCREEN CAPTURE

1.6 GHz

1.8Ghz

RAM

1 GB

2 GB

Hard Disk Drive

80 GB

80 GB

Operating System

XP Professional or Vista

XP Professional or Vista

Pre-Requisites

MS .Net Framework 2.0

MS .Net Framework 2.0

Processor

Browsers
[Works best with]

Additional Software

Internet Explorer version v7

and above
Mozilla Firefox v3.6.13 and
above
Apple QuickTime player is
required for silent monitoring
option

Apple QuickTime player is

required for silent monitoring
option
XVID1.2.2 (Only required for
video playback)
Requires 1MB Disk Space +
specific Capture Client (*)

SCREEN CAPTURE

COACH

Internet Explorer version v7

and above
Mozilla Firefox v3.6.13 and
above

Microsoft Silverlight V4.0

Requires 1MB Disk Space
Internet Explorer 7 (or higher)
32Bit

Microsoft Silverlight V4.0

Requires 1MB Disk Space
Internet Explorer 7 (or higher)
32Bit

(*) For the Screen Capture module, a specific Capture Client software must be installed (available to all user
profiles from the Tools Download menu of the web interface).

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Additional Software pre-requisites

Alcatel-Lucent OmniPCX Enterprise from R8.1

In DR-Link architectures (non-IP calls recording), the Alcatel-Lucent OmniPCX Enterprise must be
equipped with a PCM card per Packetizer

XML API Framework 6.1 with XML IP Touch Basic for on-demand voice recording and on-demand
retroactive voice recording controlled from IP Touch 8 Series sets

IPDR Link license (IP call recording) or DR Link license (non-IP call recording) to be selected in ACTIS
quotation tool (UCC/XML WS/CTI tab).
NumberofnonIPchannels (DRLink)
NumberofIPchannels

selectOthervoicelogger

Numberofdevices
thatcanberecorded

ForDRLINKtosizethetrunksbetweennodes

Encryption

Required from Alcatel-Lucent Enterprise Services

OmniPCX RECORD Suite licenses can be purchased from Alcatel-Lucent Enterprise Services:
- A first set of 10 licenses must be purchased as a mandatory basis (Foundation Pack)
- Additional individual licenses are then required to get further Record and Capture channels (per recorded
channel)
- Silent Monitor license
- High Availability licenses for the number of channels that have to be duplicated in a HA configuration

Packetizer for a DR-Link architecture (one box per set of 30 DR-link channels)
Quotation and ordering
The OmniPCX RECORD Suite is available on-quote
upon request by email to:
professional.services@alcatel-lucent.com

Options
Other customizations are possible on demand,
such as:
- Additional languages for the interface
- Integrations with Third Party applications

A Maintenance Support Contract is strongly

recommended and available on demand from
Alcatel-Lucent Enterprise Services

A 45-day free trial period of the full application

is available from Alcatel-Lucent Enterprise
Services

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System limitations
200 simultaneous call recording channels in
IPDR-Link architectures (120 in DR-link
architectures). However, the OmniPCX RECORD
Suite is able to support up to 400 simultaneous
recordings. System limits may vary depending
on
the
customer
environment
and
requirements,
especially
when
optional
modules
are
required.
The
customer
infrastructures
ability
to
support
configurations above 200 channels needs to be
validated
by
Alcatel-Lucent
Enterprise
Services. Please contact us to discuss specific
requirements for a tailored solution.

Up to 100 simultaneous screen capture

channels

Maximum of 5 simultaneous supervisor silent

monitoring sessions

Contact us
For more information about this solution,
please contact our team:
professional.services@alcatel-lucent.com
Web site:
https://businessportal.alcatel-lucent.com

February 2011 - Alcatel-Lucent Enterprise - 32, avenue Kleber - 92707

Colombes - France - RCS Paris B602033185.
Alcatel, Lucent, Alcatel-Lucent and the Alcatel-Lucent logo, are trademarks of
Alcatel-Lucent. All other trademarks are the property of their respective
owners.
This document is for informational purpose only. Alcatel-Lucent assumes no
responsibility for the accuracy of the information presented, which is subject
to change without notice.
Copyright 2011 Alcatel-Lucent. All rights reserved.

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