Avaya
Avaya
Integrations with Avaya
RECITE offers a comprehensive Avaya Aura, IP Office or Nortel integration providing customers with a flexible set of options to ensure complete recording now and in the future. Coupled with RECITE QM, Screen Capture & PCI-DSS Compliance enabling the contact center to offer a smooth experience for their customer while ensuring top quality agent performance and compliance.
RECITE Meets Your Interaction Recording Needs
▸ Enhanced integration with Avaya platforms for Active & Passive Integrations.
▸ Centralized recording of Internal, PSTN and Conference call conversations
▸ Single, Multi-Site, Regional and Geographic deployments
▸ SharePoint & Azure cloud integrations for superior archiving and storage
Avaya AURA Integration:
▸ RECITE uses the Avaya AES server and DMCC API to capture the call signaling and to receive the voice conversation from the Call Manager for Digital, H.323 IP Phones and Soft Phones
▸ Call Master Digital Phones are not supported using Multiple Device Registration
Service Observe :
▸ RECITE uses Avaya Proactive Contact Event Services to extract agent and call event information and DMCC interface of Avaya Aura® Application Enablement Services to capture media associated with the target stations on Avaya Aura® Communication Manager. RECITE registers a virtual IP softphone with Avaya Aura® Communication Manager and enters Service Observing feature access code on behalf of the virtual IP softphones to record the targeted station.
▸ The Avaya Service Observe process limits the number of participants in a call to 6 (minus a maximum of 2 recording devices).
Single Step Conference :
▸ RECITE uses Avaya Proactive Contact Event Services and TSAPI interface of Avaya Aura® Application Enablement Services to extract agent and call state information and DMCC interface of Avaya Aura® Application Enablement Services to capture media associated with the target stations on Avaya Aura® Communication Manager.
Passive Integration:
▸ Trunk Side: SIP Trunk (Mirroring) or T1 / E1 / J1 / Analog passive tap
▸ Station Side: VoIP H323 or SIP (Mirroring) or Digital passive tap of physical extensions
▸ Combine TSAPI or SMDR with passive tap for a richer integration.
Avaya IP Office:
TAPI OR CTILink Pro: (META data)
▸ Utilize either option to capture Call META data
▸ Easily capture Agent Login / Logout for Hot Desking or Free Seating
Passive Integration: (Voice)
Trunk Side :
▸ SIP Trunk (Mirroring) or T1 / E1 / J1 / Analog passive tap
Station Side :
▸ Port Mirror H323 and SIP extensions
▸ Physical Passive tap of Digital extensions
Why RECITE for Avaya:
▸ It’s affordable. Concurrent based recording licenses with no forklift upgrades.
▸ It’s easy to install and manage. A typical install can be done in less than 1 day.
▸ It’s compatible. Every leading UC vendor on the market is supported
▸ It’s flexible. Deploy on a Physical or Virtual (VMware or Hyper-V) server.
▸ It’s secure. AES 256 bit encryption & SOX compliant.
▸ It’s compliant. PCI & HIPPA ready
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