VPI's state-of-the-art VPI CAPTURE™ call recording technology integrates seamlessly with most Nortel telephone systems. VPI CAPTURE™ call recording system can connect via direct digital tap to multiple PBXs including the Nortel DMS-100, Nortel Meridian 1, Nortel Norstar, Nortel SL100, and others. By successfully combining Direct Digital Interface capabilities with powerful CTI enhancements, VPI continues to set the standard for the voice recording industry.

VPI CTI and Nortel Meridian Link

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 MERDIAN LINK of the Nortel M1 PBX system/ACD and the VPI Servers using the TCP/IP protocol. The Nortel MERIDIAN LINK (CTI 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.

The VPI CT-Connect CTI Server and channel managers will add Selective Recording functionality to the VPI Nortel Recording Server(s) including:

• 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.
• 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.
• 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.

Enhanced Call Search Capability

As VPI receives event information from the Nortel M1 CTI link the call information is stored in VPI's embedded SQL database. In addition to the standard call information stored with each call record, Date Time and channel, enhanced call information can include ANI, DNIS, AgentID, Directory Number, and Application Data.

The VPI CTI Server and channel manager will greatly enhance search capability by adding DNIS (Dialed Number Information Service, CLID/ANI (Calling Line ID/Automatic Number Identification), Number Dialed for outbound calls, Agent ID and Split for free seating environments. The Nortel recording system enables you to:

• Search by DNIS - Locate the recordings for all calls which were received on a specific DNIS/DID or 800/888 number. As an example locate calls received on the Sales line yesterday between 12:00AM 1:00PM .
• Search by AgentID - Locate the recordings for all calls which were made or received by a specific Operator regardless of which ACD position/workstation the call was made or received on. As an example locate calls made or received by AgentID 1234 Mary Smith between Thursday and Friday. On Thursday Mary was logged onto DN 5001 and Friday she used a different Desk, DN:5067, but searching is done by AgentID 1234 so the calls for both extensions are instantly displayed for playback.
• Search by ANI - Locate the recordings for all calls which were received by a specific Client/customer. As an example locate calls received by ABC Company 800-200-5430 on any incoming line between April 2004 and May 2004.
• Search by Call Direction - Locate the recordings for all inbound calls which were received. As an example locate all inbound calls received on a specific, or any incoming line yesterday between 12:00AM and 1:00PM.
• Search by Call Duration - Locate the recordings for all calls which lasted longer than X minutes. As an example locate all calls made or received which lasted longer than 4 minutes between April 2004 and May 2004.
• Search by Application Data - Locate the recordings based on a unique call number or order number received from the Nortel Application Data field. As an example a unique order number or customer number can be sent to the Nortel Application Data field and stored with each call.
• Search Using Any Combination of the Above Data - Locate the recordings based on any combination of DNIS, AgentID, ANI, Call Direction and Call Duration, channel number, date and time. As an example, users can locate an inbound call received on the 800 sales line by Mary Smith on Friday, October 20th that lasted more than ten minutes.