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Nortel Client Case Studies |
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NEXT STEPS |
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VPI and Nortel - Partnering for Your Success
VPI, a Nortel Open Developer Partner, has developed the most advanced VoIP recording solution available today – VPI CAPTURE™. Through collaboration with Nortel, VPI ensures that organizations are able to effectively leverage VoIP recording solutions to capture, evaluate, analyze and improve multimedia interactions over converging networks. VPI CAPTURE™ leverages open architecture to integrate seamlessly into your existing and evolving infrastructure.
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 VPI’s VPI CAPTURE™ Nortel
recording software
reliably records all of
our calls. We love the fact
that the software interface
is the same for recording,
search and playback of
both IP and TDM calls. We
are very happy with the
system and would highly
recommend it
to anyone. |
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- Richard Heilbrunn
Director of Operations |
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VoIP
Call Recording and Monitoring |
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VPI's VPI CAPTURE™ reliably records
Nortel VoIP traffic with very little impact on your
network resources. VPI CAPTURE™ utilizes a special
network device which does not have the scalability
limitations other “port mirroring/spanning”
solutions may incur. VPI CAPTURE™ is also the first
solution to make true video quality screen recording
in a VoIP environment a reality without compromising
the quality of video recording or impacting network
performance. Unlike other technologies that constantly
stream data over the network, file transfer of screen
recordings originally captured at local PC workstations
can be either continuous upon conclusion of every
recording session or via scheduled bursts after
hours, when the network is less busy.
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Click
here to download the VPI Nortel VoIP Call Recording
Datasheet |
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Digital Call Recording and Monitoring
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VPI's VPI CAPTURE™ call recording
system can be connected to your existing LAN via
a 10 or 100 MPS Ethernet or Token Ring connections.
The VPI servers will communicate with the Nortel
Meridian Link (CTI link) of the Nortel M1 PBX system/ACD
and the VPI Servers using the TCP/IP protocol. The
Nortel Meridian Link provides real-time call event
information to VPI such as Agent Login/Logout, Inbound
Call, ANI, DNIS, Split and Application Data on a
per call basis. As VPI receives event information
from the Nortel M1 CTI link the call information
is stored in VPIs embedded SQL database. Call event
information can include ANI, DNIS, AgentID, Directory
Number, and possible user-defined values. VPI uses
this information to create powerful Search Wizards
to assist management in locating calls instantly
for playback.
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The VPI CT-Connect
CTI Server and channel managers will add Selective
Recording functionality to the VPI Nortel Recording
Server(s) including:
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Selective
DNIS Recording - Record only calls terminated
by the Nortel PBX via certain pre-defined
DNIS numbers. For example, record the
800 sales calls, but not the support calls.
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Selective AgentID
Recording - Record only calls directed
to certain Nortel ACD AgentIDs. For example,
record Mary's calls but not John's calls,
or record only Mary's calls if the DNIS
was 400, etc. |
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Selective Line Recording
- Record only calls made to or originating
from a specific extension line or lines.
For example, record Mary's business calls,
but not Mary's personal calls. |
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Performance
Management Dashboards and Reporting |
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Automatically collect data from
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.
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