Transcript 幻灯片 1 - CIS Innovative Solutions

Presentation for
04/2011
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Crystal Gears® (CG as short) is a new next generation desktop digital recording system like no
other before. By widely compatible with most popular telephony communication platforms,
CG is the first recorder around the world that capable for capturing interactions from
traditional circuit-switched telephony environment to VoIP telephony without hardware
upgrade (only available for soft phone and SPAN to PC embedded VoIP phones) or extra
license.
CG supports all telephone systems, analog, digital and VoIP, all you need is to install the CG
software application on your computer and connect the interface modules (CG Box 130 for
Analog & Digital phones, CG VoIP Box for IP phones) to the phone base, or even without any
interface model for soft phones and some VoIP hard phone like Cisco 7970, 7941, Yealink SIP
phone etc.
Crystal Gears reverses the image of traditional call recording and monitoring. No complicated
site deployment and expensive investment are required any more. By simply installing CG
software into your laptop or desktop PC, both installation and Maintenance are fully
automated. All functionalities for traditional recording & monitoring system will be
empowered, more than that, by interconnecting with Crystal Centralised Management®
system, it helps you build a distributing recording system by ignoring geography gap.
Why
• To ensure compliance with increased strict regulations, customer service
quality, employee productivity, sales verification and business intelligence,
Call recording system have become more and more popular and crucial to
organizations worldwide. It has the same meaning to SMB business,
SOHO, Multinational Company and Home Agents. Obviously, Traditional
server based recording solution is not applicable for their demands about
flexibilities, cost-effective, smooth upgradeability and centralized
management for call recording system.
• Crystal Gears™ is the most progressive, ground breaking desktop call
recorder available today in the market. With the integration of a number
of cutting edge technologies, Crystal Gears™ empowers you to capture
both IP and TDM communications with the same of better degree of
reliability offered by traditional server based recording system.
Main product highlights
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Highly secured solution basing on SSL protocol
PnP (Plug & Play), fully automated software installation and maintenance
Software Switchable between TDM and VoIP telephony environment, smoothly
migrate to VoIP environment, significantly saves your inestment
Support PoE VoIP phone set (CG VoIP PoE Box is required)
2 search engines (Quick & Instant) with up to 12 searching criteria (call
information) enables you to locate the records quickly and precisely.
Immediate Replay even though telephony conversation has not finished yet
helps supervisor figure out the root cause immediately
CG provides you Scenario Reconstruction technology to enable you to retrieve
the multi-calls from the beginning to the end. No matter how many times the
call has been held or transferred
Advanced recording file naming – you can self-define the format of your
recordings exactly the way you want in a well-regarded, easy to understand way
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Self detecting of both protocol and IP address for IP phone makes it easier to
setup and be configured
User defined folder structure helps you manage record audios in well organized
order and avoid potential system risky
Manage system users basing on both Users and Roles concepts. No matter how
many locations your organization is distributed and CG clients you installed, you
can manage your team in most logic way (only available in Online mode by
interconnecting with Crystal CM system)
User defined multi-language support
Widely support G.711, G.723, G.729, GSM, even G.722 which is more and more
popular VoIP scenario
Save calls locally or on the network server for Centralized monitoring and
playback.
Streaming mode live monitoring and screen activities capturing
(Only available in online mode by Interconnecting with Crystal CM system)
Lowest Total Cost Ownership
Crystal Gears ® is fully portable recording solution, without any expensive voice card,
simply install CG software and CG Box, all telephony interactions together with a
plenty of call information will be captured without any interruption.
A Recorder Fully Secured
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File encryption basing on private algorithm
Data transfer basing on SSL protocol in online mode
User defined password protection
Easy Transition from Traditional Circuit-Switched
telephony environment to VoIP
• Migrates to VoIP recording at your own pace, Record from
traditional circuit-switched (TDM) and new VoIP PBXs can be
easily soft-switched in the same system, just replace the
interface module from CG Box 130 to CG VoIP Box or even no
replacement for soft phones and some VoIP hard phones to
preserve your investment.
• With packet sniffing and signaling analysis technologies, Crystal
Gears™ supports a variety of IP phones and IP PBX, like SIP, Cisco,
Avaya, Alcatel, Tadiran, Nortel, Panasonic, etc…
Easy to Install and Maintain
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VoIP environment self-detection function helps users who has no IT knowledge
background make the right settings for all types of VoIP parameters
automatically
System Architecture in different Scenarios:
CG is Running as Standalone Recorder
VoIP Recording Scenario
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No Hardware for “SPAN to
PC” enabled hard phone
or soft phone, full
recording information
included
Recording IP Phones with CG VoIP Box
VoIP Recording Scenario 2:
Record VoIP telephony
with CG VoIP Box, full
recording information
included
Recording Analog Phones
with CG Box 130
Analog Telephone Line
Recording Scenario:
Tap recording without any
interruption, full call
information included
Recording Digital Phones
with CG Box 130
Digital Phone Recording
Scenario:
Record all voice
conversation by tapping on
handset, without CLID
CG is Running as Client Site with CM
Distributed
Recording System
Scenario:
Record all voice
conversation and
upload to CM server
securely compatible
to PCI Standard, all
CG users and system
administration as
well as live
monitoring will be
performed on Crystal
Centralised
Management
Platform via Internet
Browser.
Crystal Gears available in three versions:
• Software only (for soft phone, USB phone and VoIP hards phone with
SPAN to PC function)
• With CG Box 130 (for all types of phones , including Analog - Full call
information, Digital and VoIP - without CID)
• With CG VoIP Box (for VoIP hard phone, full call information)
CG VoIP Box
CG VoIP POE Box
CG Box 130
Main Features
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Running on Microsoft Windows XP or Windows 7.
Fully secured solution basing on file encryption
Multilanguage.
Easy to use Graphical User interface (GUI).
Password protection
Compatible with any telephone set
Records and save telephone calls on your PC hard drive in WAV or MP3 format.
Automatic or manually recording for incoming and outgoing calls.
Archive or saved files simultaneity to any hard drive or network drive.
Search Recordings
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Past Recordings can be found easily using the integrated searching facilities:
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Search by Time (From to)
Search by Call duration
Search by Notes
Search by Remarks
Search by Importance.
Search by name (the user name that login to the system)
Search by extension number (which the user enter manually)
Search by Caller ID for incoming calls (for VoIP and analog line recording)
Search by Called ID for outgoing calls (for VoIP and analog line recording)
Search by Direction of the calls (for VoIP and analog line recording)
And more…
Main Features
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During a call, additional notes can be added to the automatic or manual initiated
recording
High performance compression to save disc space.
Export to Excel
Past Recordings can be E-mailed as attachments and archived for future reference,
all the call information (date, caller ID, notes…) will be add also and send
automatically.
Download recording files.
Delete recording files
Ability to defined minimum and maximum record time
Ability to enter pre defined user name and extension number which will appears in
the database of every recording
Scenario Reconstruction
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In Contact Center, Agents make and receive tons
of calls every day to handle customers requests
regarding complain, consulting, operation
processing etc. Even the well-trained one will
probably encounter some intractable issues
which critically needs assistance from their
superior. In that case or any others, agents have
to hold customers' calls for a couple of seconds,
and make a call to their superiors or even
conference them into the customers' calls.
The traditional call recording solution will cut
this conversation into multiple recordings, which
is hard to be bundled together for complete
conversation retrieval. CG provides you Scenario
Reconstruction technology to enable you to
retrieve the multi-calls from the beginning to
the end. No matter how many times the call has
been held or transferred, CG marks the first call
with, once you press it, all related calls will be
expanded.
Player Windows
Configuration Windows
Playback Recordings
• Playback files:
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Fast Backward and Forward
Play, Pause, Stop
Easy navigation through calls (next, previous)
Volume control
Absolute and relative time show.
Thanks