VPI and MASterMind - Providing MASterMind Call Recording, MASterMind Reporting, MASterMind Quality Monitoring and MASterMind Call Center Reporting Software
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VPI and MASterMind - Providing MASterMind Call Recording, MASterMind Reporting, MASterMind Quality Monitoring and MASterMind Call Center Reporting Software
VPI and MASterMind - Providing MASterMind Call Recording, MASterMind Reporting, MASterMind Quality Monitoring and MASterMind Call Center Reporting Software
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Integrated Voice/Screen Recording & Security Monitoring

For over 20 years, GE Security’s MASterMind™ software (now owned by UTC Fire & Security) has been recognized as the world's leading provider of security automation software. GE Security’s alarm and security industry customers include not only the world's largest security operations but also financial, aerospace and government institutions. Worldwide, over 70% of commercial security systems are monitored by MASterMind software.

VPI (Voice Print International) provides innovative voice and screen recording technology that integrates seamlessly with the MASterMind product – a security industry software suite that consists of integrated modules for monitoring, billing, service, and sales activities. The software suite facilitates automation of virtually every operational task performed by service-based companies.

VPI and MASterMind - Providing MASterMind Call Recording, MASterMind Reporting, MASterMind Quality Monitoring and MASterMind Call Center Reporting Software
Figure 1: When an operator retrieves an alarm, they are presented with a call list.
With the addition of VPI’s innovative and proven voice recording technology, MASterMind users can search for and retrieve call recordings directly from their workstation. Searches can be based upon various criteria, including call disposition, agent ID, date, time, or any of a number of custom tags. The integration delivers a true client/server relationship – the call records are stored on the VPI server where the powerful SQL database provides highly rapid search and retrieval. Users can access call records via the “Event History” window directly from the MASterMind interface, or from the intuitive VPI Client interface. VPI’s proven full-time digital recording technology – integrated with MASterMind – substantially reduces liability and eliminates hours of unproductive call screening for users.

VPI and MASterMind - Providing MASterMind Call Recording, MASterMind Reporting, MASterMind Quality Monitoring and MASterMind Call Center Reporting Software
Figure 2: If an operator makes contact, a Call Disposition of “Contacted” is usually logged.
For example, imagine that an alarm comes in from Diamond’s Landscaping. When the operator retrieves the alarm from the alarm buffer, the operator is presented with a Call List (figure 1). In this case, the first phone number on the Call List is the premises’ phone number. Once the operator calls this number, the Call Dialogue box appears. If an operator is able to successfully contact someone by calling this number, a Call Disposition of “Contacted” is usually logged (figure 2).

This “Contacted” Call Disposition tells the application to record this particular conversation. After speaking with the person at the premises and verifying their PIN, the operator can then determine that it’s safe to deactivate the alarm. They can then enter “PIN Verified” and “False Alarm”. At this point, the operator can log in “FC” for full clear.

Rapid Search, Retrieval, & Playback
Once an alarm has been “Full Cleared”, recorded conversations can be easily replayed from the “Event History” window (figure 3). Notice the icon next to the selected event from April 22, 2003. This icon indicates that a recording is associated with that particular record. To playback the recording, the operator can simply double click on the call record itself or press the “Enter” key.
VPI and MASterMind - Providing MASterMind Call Recording, MASterMind Reporting, MASterMind Quality Monitoring and MASterMind Call Center Reporting Software
Figure 3: An icon indicates that a recording is associated with this particular event.
Innovative, Proven Recording Technology
Upon double-clicking on the call record or pressing the “Enter” key, a “Play Voice” dialog box will appear (figure 4). This is a window into VPI’s state-of-the-art recording technology. From here, an operator can choose to play a recorded call, pause it, stop it, rewind etc.
VPI and MASterMind - Providing MASterMind Call Recording, MASterMind Reporting, MASterMind Quality Monitoring and MASterMind Call Center Reporting Software
Figure 4: The “Play Voice” dialog box allows the operator to playback a call recording.
VPI – Seamless Integrations

This is just one of VPI’s many successful integrations. VPI offers consulting and programming services for any integration desired by its customers. The recording company provides an open interface for integration with third party software and routinely completes many such integrations, both proactively and at the request of clients.
By standardizing on VPI, you can discover the benefits that come from its open architecture approach to recording. VPI’s systems are exceptionally simple to manage and fully leverage all aspects of the infrastructure. VPI solutions will integrate seamlessly into your workflow and are adaptable to a wide variety of recording applications – from liability to quality assurance. The company offers open access through a Web interface, advanced security, and a highly cost effective, comprehensive solution.




Requirements

The VPI/MASterMind integration is supported by VPI versions 2.x, 3.x and 4.x.