VPI Call Recording Suite for Mitel 3300 integration, SRCv1 approved & PCI compliant

The VPI Mitel call recording application provides unmatched capabilities in Mitel call centres to capture, evaluate, analyse and improve transactions. Delivering superior customer satisfaction and attaining customer loyalty through the ability to effectively manage call centre training and staff motivation.

This tightly integrated call centre software suite delivers powerful technology designed to optimise call centre quality and performance. Effective call centre software allows for the right focus, be it externally on customer satisfaction and customer loyalty or internally on call quality, agent evaluation, agent training or performance management, none of these need be mutually exclusive in any call centre software and the VPI Mitel Call Recording application allows organisations to implement the required modules for the desired outcomes.

Key Differentiating VPI/Mitel Solution Benefits

• Secure Recording Integration on Mitel 3300 ICP Platform - Known for its secure, flexible and feature-rich IP recording, VPI delivers a certified method of connecting its robust call recording system to Mitel 3300 ICP communication platform, via the Secure Recording Connector Server (SRC). The Mitel call recording solution provides mirrored voice streams from the SRC server directly to the VPI call recording server.
• Tight Mitel MiTAI and Inter-Tel OAI Integration for Advanced Mitel Call Recording - VPI captures and stores a vast amount of detailed call information - anything the Mitel PBX can pass along. VPI's ability to read and record Mitel's MiTAI events directly, coupled with VPI's powerful SQL database, enables users to make extremely precise queries to find only the calls they want in less than a second. The MiTAI link integration also allows a true start and stop trigger from the MiTAI stream. Users can now achieve the same CTI recording capabilities at a fraction of the cost of a CTI server.
• Comprehensive open architecture, unified platform, interface and file formats - for capture of data and audio from any source system(s) in any combination (digital, analogue, VoIP telephony and conventional and trunked radio, etc.)
• Unmatched flexibility in integrations and customisation to precisely fit today's needs & evolve as the needs change
• Continuous employee performance improvements - via automated, rules-based intraday coaching and messaging - a benefit of the unique integration of VPI's quality management and agent coaching applications.
• Unmatched satisfaction of VPI users - 10 of the Fortune Top 50 companies plus over 1,100 others.
• True docked QM dashboards that present real-time quality assurance information to agents and managers at all times.
• VPI Call Recording is PCI DSS & FSA compliant - providing peace of mind and assurance.

Data Track is a provider of industry leading solutions for Mitel, including Call Management, SNMP monitoring and Remote Access. Talk to us to learn more.

Maximum Reliability

VPI Call Recording provides station side call recording capabilities without dependencies on the limited Port SPAN (packet sniffing) audio capture methods. The solution does not require packet sniffing to capture the RTP stream, thus minimising pressure on the network, and ensuring IP packets are not lost. In order to provide facilities for high availability and resiliency, the integrated system also provides the ability to connect to multiple SRC's with the facility to failover to the secondary interface upon failure of the first.

Little or No Impact on Network Resources

With a direct SRC connection to Mitel, VPI Call Recording captures superior audio quality with minimal impact on your VoIP telephone system and network. Benefit from zero or very little impact on your Voice over IP switching functions and capacity, communications, network resources, and voice audio quality.

Enhanced Security

Unlike traditional packet sniffing recording methods, the VPI Mitel SRC Call Recording solution does not compromise resiliency and the secure signaling and audio between the PBX/Controller and IP telephone sets. The result is a more secure Voice over IP communications system within a Mitel call recording infrastructure - locally or for remote branches and workers.

Dynamic, Concurrent Connection Recording Option

Dynamic recording often makes recording in an IP environment very cost effective. It is limited only by the maximum number of simultaneous recordings, which in turn is limited by the number of available channels in VPI's Call Recording. For example, a 64-channel recorder can be configured to record 256 telephones/devices but will only record the first concurrent 64 calls. When the channel capacity is exceeded by the number of simultaneous calls, recordings are then ignored in the order received.

Open, Standardised File Formats

The application supports the standard codec implementations G.729 and G.711, thereby allowing for unified file formats for hybrid or transitional call recording implementations, involving both, TDM and VoIP communications.

Multi-Branch, SMB Friendly Solution

For small to medium sized organisations using the 3300 ICP (CX or CXI) controller that require 50 or less concurrent recording sessions, a standalone SRC server is not required at each branch or remote location. Organisations can leverage a low cost APC card at each remote location, providing the same functionality as a stand-alone SRC server at each.