Aspect Verified Solutions
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As a dedicated Aspect Technology Alliance Program Partner, VPI coordinates its product strategy and architecture with Aspect, to help organizations execute on their unified communications strategies. The resulting certified Aspect call recording technologies deliver high reliability, performance, flexibility, and scalability that today's contact centers require. By delivering the needed capabilities in a scalable, software-based platform, the joint unified communications management solution eliminates the complexity and cost associated with traditional contact centers.
Known for its secure, flexible and feature-rich IP recording, VPI delivers a certified method of connecting its robust VPI CAPTURE™ call recording system to Aspect Contact Center Unified Communications Platform, via the interaction with Aspect CMI Server. In this fashion, VPI CAPTURE™ records the SIP-based VoIP communications, whether it involves a soft phone on the representative’s computer or a hard phone on the representative's desk. You can feel confident recording the SIP 2.0 telephone that best fits the function of the user and the size of your budget.
|Efficiency in Hybrid & Transitional Telephony Environments|
|Open, Standardized File Formats|
|Advanced Data Management|
SPAN / RSPAN Methodology for Capture of RTP Traffic
VPI’s recording methodology leverages SPAN ports or taps on network switches that monitor network traffic and/or sniff the network, then send the data to a destination port. VPI CAPTURE™ Aspect call recording software uses Span (or Local SPAN) when both the source ports (or source LVANs) and destination ports are on the same switch or switch stack. RSPAN ports can also be configured and utilized if needed - RSPAN supports source ports (or source LVANs) and destination ports on different switches or different switch stacks.
CMI Server Signaling – Recording Start/Stop Event
Precise definition and reception of events that direct the recording system to start or stop recording are vital for creation of recordings that contain the entire agent conversation from beginning to end. VPI's VPI CAPTURE™ Aspect recording system accepts these events from Aspect’s CMI server, in addition to identification of the agent who makes or takes a call and collection of CTI based metadata. This metadata is stored in the recording system’s database and associated with specific recordings, to facilitate precision search, playback, reporting and more.
Automatically collect data from your Aspect dialer and several telephony sources and business systems in your contact center environment and present consolidated, real-time and historical performance information to agents and managers. Individual and group telephony metrics, key performance indicators (KPIs), quality scores, scheduling information, service level indicators, messages, links to training, and FAQs can be distributed to contact center personnel using desktop dashboards, web-based consolidated reporting, and TV monitors.