Infinity voice logger specifications:
The Infinity voice logger has been designed to offer a comprehensive solution for digital voice recording on trunks and extensions on any PBX system (3Com, Alcatel, Aastra, Avaya, Aristel, Asterisk, Bosch, Cisco, Comdial, Ericsson, Hymax, Inter-Tel, LG, Lucent, Ms OCS, Mitel, Nortel, NEC, Nitsuko, Panasonic, Philips, Plessey, Samsung, ShoreTel, Siemens, SIP, Tadiran, Telrad, Tenovis, Telkom, VOX, Cloud Hosted PBX). It records by using custom interface modules on Primary Rate and Basic Rate ISDN, analogue trunks and extensions, two-way radios, boardroom & conference audio, VoIP trunks and IP extensions as well as proprietary digital extension telephones for a number of PBX systems. The Infinity server system is based on a standardised PC architecture, using Intel hardware with a Win7 x64 operating system in conjunction with the interface modules.
Any combination and quantity of these audio circuits can be accommodated simultaneously within a single server or a server cluster. A server is rated in accordance with the number of concurrent channels that can be recorded (up to 480 per Infinity server), which is a function of the server's CPU processing capability, and which is scaled in accordance with traffic requirements. Multiple server 'cluster' configurations permit scaling to any number of concurrent channels with fully transparent operation. A cluster can include any number of Infinity servers distributed over multiple sites within a WAN environment.
The Custom interface modules make use of USB connectivity to the Infinity server (Universal Serial Bus) from which they are also powered. USB interfacing provides a number of advantages over the traditional PCI technology usually found in other professional voice logging systems, including a 'hot-swap' capability which allows maintenance, expansion and reconfiguration to be performed whilst the system remains fully operational, i.e. avoiding any need to switch off or restart the server.
Custom interface modules:
The custom interface modules are used to monitor the various types of telecommunication lines used in the telephone network (analogue, BRI, PRI, SIP, VoIP) and make use of high impedance (non intrusive) parallel connections to capture audio and data from the lines. The interface modules are approved by ICASA (Independent Communication Authority of SA) for connection to the PSTN (Public Switched Telephone Network).
ISDN Primary Rate Interface
ISDN Basic Rate Interface
PBX Digital Terminal Interface
The Infinity Voice Logger server is supplied with dual redundant hard disk drives working in a RAID 1 configuration to ensure that no data will be lost in the event of a single hard disk drive failure. The system is available in three hard drive configurations:
1. Dual 500GB - 60,000 hours online storage capacity
2. Dual 1TB - 120,000 hours online storage capacity
3. Dual 2TB - 240,000 hours online storage capacity
The system can also be provisioned with a scalable external NAS (Network Attached Storage) system to provide unlimited online storage capacity (i.e. immediate access to an unlimited quantity of recordings, without any need for restoration of backups or archived data). In addition to redundant hard disk drives, a system can also be equipped with redundant battery backup power supplies. For critical applications, full redundancy can be provided, with the server and interface modules being duplicated.
Capture rate and compression:
The Infinity Voice Logger captures audio at variable rates (from 64k for ISDN to ~20k for G.729 VoIP) and converts the audio data to an encrypted MP3 format (128 bit MD5 encryption) at 16 kilobits per second.
This compression allows for reduced file sizes whilst preserving the highest level of voice quality.
The Infinity Voice Logger can be tailored to all telephone systems (3Com, Alcatel, Aastra, Avaya, Aristel, Asterisk, Bosch, Cisco, Comdial, Ericsson, Hymax, Inter-Tel, LG, Lucent, Ms OCS, Mitel, Nortel, NEC, Nitsuko, Panasonic, Philips, Plessey, Samsung, ShoreTel, Siemens, SIP, Tadiran, Telrad, Tenovis, Telkom, VOX, Cloud Hosted PBX), Contact and Call Centre environments, making use of CDR/SMDR (Call Data Records / Station Message Detail Recording) or CTI (Computer Telephony Integration).
CDR / SMDR:
In the case where a PBX system does not support a third party CTI link, the Infinity system makes use of the CDR or SMDR output from the PBX to correlate calls recorded on the trunk ports to the extensions associated with the calls.
The Infinity system accommodates CDR/SMDR via V24/RS232 or via the LAN. In the case of V24/RS232, the system is usually connected in parallel to the hardware buffer used by the call management system.
In cases where a PBX provides an exclusive LAN connection to a call management system (i.e. only a single IP socket connection is available), the Infinity Voice Logger assumes command of the socket and provides a 'proxy connection' to the call management system. The Infinity system can additionally provide data buffering on this connection.
The Infinity Voice Logger can accommodate various CTI (Computer Telephony Integration) protocols, including TAPI, TSAPI, CSTA and proprietary protocols. Where a CTI server is available, the system will monitor the port devices directly from the CTI server. In the case where a CTI server is not included in the customer infrastructure, a TSP (Telephony Service Provider) for the specific PBX is installed on the Infinity server, which then assumes the role of a CTI server (on a monitoring basis).
CRM and Back-office Integration:
Integration to CRM (Customer Relations Management) and back-office systems normally entails call referencing or tagging, and usually requires a CTI link to the telephone system. In some instances (e.g. analogue extension monitoring) a CTI link may not be necessary.
In a basic form, integration can be implemented via the Agent Screen-Pop, which allows the manual entry of a customer code/account number or similar which is associated with a specific call.
These referenced calls can be retrieved from the Infinity server database using the Playback application, or can be retrieved by an external application. The process can also be automated, with referencing being 'pulled' from an external application, or info may be 'pushed' to an external application or database. All information pertaining to a call (extension number, dialled or calling number, time of call, duration etc) can be transmitted to a back-office or CRM system. The voice call recording can also be externally transferred from the Infinity system, using a 'DLL'. Integration at this level is usually undertaken jointly with a customer's software developers.
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