WIN Series Voice Call Logger (WIN VCL) is a Windows NT-based versatile voice call recording system that offers various recording, playback and archiving features and options. It may be set to record all call all the time or be programmed to do selective recordings based on set criteria (time, date, dialed number, etc.) and Real-time call monitoring by a supervisor.

WIN VCL digitally integrates with many PBX's including Nortel, Lucent, NEC, Panasonic, Siemens, Erricsson and with Aspect ACD as well as T1 and E1 trunk lines. WIN VCL call logger is also integrated with WIN Series Voice Mail/Automated Attendant system, i.e. the same system can be used for both applications simultaneously.

DiaVox WinVCL is an important and critical tool for many enterprises that are involved in finance and insurance, various call centers, law firms and health care, and government and public safety (emergency, 911).

• Transaction Verification
• Quality Assurance/Monitoring
• Loss Protection
• Productivity Improvement
• Training Tool

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Agent's Interface

The DiaVox WinVCL system supports client/server architecture with the ability to:

• Start/Stop call recordings from an agent's work station by an agent or a supervisor
• Listen to selected call recordings from an agent's work station by an agent
• Start/Stop all call recordings from a supervisor's work station
• Listen to selected or all call recordings by a supervisor.

Benefits

• Transaction verification
• Prevention against liability posed by lost or misinterpreted voice communications
• Compliance with legal regulations
• Re-confirmation of major orders
• Dispute resolution in case of client complaints

Features

• LAN/WAN Search and Playback
• Graphical user interface (GUI)
• Cyclic recording onto hard disk
• Up to 96 ports/channels per system/node
• Up to 256 nodes with 24,576 total recording channels
• Simultaneous recording and playback
• Real-time monitoring on any channel
• Selective record back-up and deletion
• Configurable Beep Tones or voice prompts played to a caller
• Selective reporting capabilities
• Management subject comments per recording
• System Security with multi-level passwords
• Archiving recorded calls via E-mail to off site location automatically or on-demand (optional)
• Workstation and supervisor call monitoring via client-server architecture (optional)



Call recording features

• recording all calls all the time
• recording calls based on schedule, dialed number, etc.
• real-time call monitoring by the supervisor
• random schedule recording (time of the day, day, week, month)
• selective recording (dialed number, Caller ID, agent, etc.)

Call Playback Features

• Real-time Call Monitoring on Any Channel
• Multiple record Search & Playback
• Open Playback via Standard WAV File Format
• Search criteria by time, date, channel, etc.

Recorded calls are archived to removable media such as a DVD or another PC on the network either on demand or on a scheduled basis. Both methods can be used concurrently. Selecting and highlighting the desired group of calls on a main Recorded Call screen and selecting an archiving media perform the archiving on demand.

Call Archiving Media

• CD
• DAT
• DVD
• Archiving to network drive Via TCP/IP Network connection

Call Archiving Schedules

• Daily
• Weekly
• Monthly
• Time Windows

DiaVox WinVCL offers different Call Recording Activation Options:

• Voice detection start/stop
• Off-hook detection
• Ring detection
• Digital channel start/stop
• T1/E1 tapping
• CTI activated

Data Base Support

• Access
• SQL

Call Logs & Reports

• Line
• Extension
• Start date/time
• Inbound/Outbound



WIN VCL could be connected directly to a phone system digital T1 or analog CO trunk lines, phone system (PBX) analog or digital station ports. The connections are terminated in the phone equipment room.

The DiaVox WinVCL call review screen gives the user the ability to view all of the calls stored in the database. The supervisor reviewing the calls can also add a written note to a voice call recording if so desired. The supervisor has ability to do real-time Call Monitoring on Any Channel, Multiple record Search & Playback and Open Playback via Standard WAV File Format.

Call searches can be made by selecting any one of the following criteria's: Chronological, Agent/extension name, Calls for all time periods (sorted by the received date and time), Calls for specific time periods (sorted by the received date and time), Calls for all agents/extensions (sorted by agents names or extensions) and Calls for specific agents/extensions. The System or Call Center supervisor can listen to an agent's call in real-time. All call statuses can be simultaneously monitored and displayed on a supervisor's workstation and one agent call per workstation can be monitored audibly via multimedia speakers. Instant Recall/Playback of recorded calls allows listening to most recent recorded calls (from 1 to 2,000 hours) by pressing a single button.

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