XTEND TECHNOLOGIES. A PRESENTATION ON VOICE LOGGING SOLUTIONS. . . . . Stretching Technology to New Horizons . . . . . ABOUT XTEND. Established March 1997 - Private Limited Headquartered in Cochin, Kerala, INDIA Eicon Technology Partner (IVRS)
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A PRESENTATION ON
VOICE LOGGING SOLUTIONS
. . . . Stretching Technology to New Horizons . . . .
Xtend Voice Logger is a multi-channel voice logging tool that works in cohesion with audio channels, IP, analog and digital telephone lines. Xtend Voice Logger helps in improving customer service by enabling your support staff and supervisors to review the actual telephone conversation with your customer, ensuring that you can immediately address pending issues quickly and fairly.
Voice logs can be used to implement personnel performance reviews, perform self-appraisal and can be used to train customer support staff to handle calls in difficult situations.
Monitoring performance of support personnel helps in the implementation of company quality assurance standards. The knowledge that business conversations are logged ensures that your support staff complies with the company guidelines on how to interact with customers. The presence of voice logs also ensures that records are maintained for resolving customer grievances and disputes.
A standard ready to use application with a browser based interface is provided along with the Xtend Voice Logger. The browser Interface of Xtend Voice Logger helps the supervisors/ managers and the top-level management to administer and monitor many of the functions sitting in any part of the world. They can login to the browser interface and watch what is going on over the office phone. They can even go through the logged conversations and analyze different reports for further enhancement.
The front end of the voice logger is a browser-based interface. Multiple users can be configured with different access levels in this system.
Facility is provided to allow users to search calls based on parameters like call status, dialed number, date, time, caller id, call duration etc. Being a browser based system one can access this from anywhere on the local LAN or even through the Internet. One can listen to the recorded conversation by clicking on the play icon.
One can also view the details of the current live calls using the browser interface. Optional feature can be added to allow users to listen to live voice calls using VoIP (SIP/H.323 and Skype) or even by dialing into the system from a phone (landline or mobile).
ç LOGIN MENU
MAIN MENU è
ç LIVE CALLS
LOGS REPORT è
ç SEARCH MENU
CONFIGURE TRUNKS è
ç BACKUP MENU
RESTORE MENU è
ç DELETE MENU
Xtend provides voice logging solutions in two broad classifications:
PC-based Xtend Voice Logger comprises of a USB Device or PCI Voice Card plugged into a personal computer running Xtend Voice Logger software.
For installing PC-based Xtend Voice Loggers, you require an ordinary PC with any 2+ GHz microprocessor with a minimum of 256 MB RAM and a CD Drive. The PC should have Windows XP Professional/2000/2003 Server operating system running on it. At least 80GB hard disk storage space is needed in the computer system to store the voice logs.
PC-based analog voice loggers work on Plain Old Telephone Service (POTS) lines on either trunk lines or extensions.
PC-based digital voice loggers work on E1 (ISDN PRI / R2MF), T1, ISDN BRI and Digital PBX lines.
PC-based audio voice loggers directly record audio from any equipment connected to the logger as ‘line-in’.
PC-based IP voice loggers snoop on TCP/IP networks to record audio carried on SIP, H323, IP PBX and other VoIP connections.
USB-based Analog Xtend Voice Logger lets you record details of calls on an analog trunk line. Being a passive logger, this does not introduce any quality degradation to the voice conversation or make any changes to the system-signalling etc. No change in the existing system configuration is required to install Xtend’s Voice Logging Solutions.
The USB-based Analog Xtend Voice Logger pack comes with a hardware unit and installation CD.
USB-based Analog Xtend Voice Logger hardware comes with 1-port, 2-port, 4-port and 8-port models. For higher line densities, these 1-port, 2-port, 4-port and 8-port models are cascadable.
Even if the hardware will physically look as different devices, the Xtend Voice Logging Solution software will treat it as a single unit. This helps the user to monitor the whole voice logging system in a single user interface. And, the user gets all the details and reports from the system in a consolidated manner from the user interface as if they are generated for a single voice logger hardware unit.
MULTIPLE PORT SUPPORT
Since the desktop PCs now come with a minimum of 4 USB ports, there is no need to upgrade the computer system to connect up to 4 Xtend analog voice logger devices (32 ports).
If more voice loggers need to be added, one could use an USB Hub to increase the number of USB ports.
MULTIPLE SIDE MONITORING
The USB-based Analog Xtend Voice Logger is capable of monitoring trunk-side, extension-side or both sides voice recording. The connections can be made accordingly as the situation demands.
AN EXAMPLE OF 2-PORT VOICE LOGGER DOING TRUNK-SIDE MONITORING
AN EXAMPLE OF 4-PORT VOICE LOGGER DOING EXTENSION-SIDE MONITORING
Cascadable models for higher line densities to suit
Multi-port functionality for trunk-side and/or
Powerful software tools to integrate multiple voice
logging hardware units into a single user interface.
User-friendly easy-to-use user interface.
Supports DTMF and FSK caller-ids for incoming calls.
High-quality crystal-clear voice recording.
Backed by 24x7 service and technical support.
Xtend Voice Logging solution lets you record details of calls on E1 (ISDN PRI / R2MF), T1, ISDN BRI and Digital PBX lines.
Being a passive logger, this does not introduce any quality degradation to the voice conversation or make any changes to the system-signalling. No change in the existing system configuration is required to install Xtend's Voice Logging system. Xtend Voice Loggers works with Dialogic Diva Server cards for ISDN PRI lines.
THE ILLUSTRATION DEPICTS DIALOGIC DIVA SERVER
VOICE LOGGING CONFIGURATION
Standalone voice loggers are devices which contain all necessary components to implement voice logging. They do not require a personal computer to function. Typically standalone voice loggers require only the necessary power supply, telephone lines to log and an optional ethernet connection.
Standalone analog voice loggers work on Plain Old Telephone Service (POTS) lines on either trunk lines or extensions.
Standalone digital voice loggers work on E1 (ISDN PRI / R2MF), T1, ISDN BRI and Digital PBX lines.
Standalone audio voice loggers directly record audio from any equipment connected to the logger as ‘line-in’.
Xtend Technologies (P) Ltd.
‘Blue Hill’, Kalathiparambil Cross Road
Ernakulam South, Cochin - 682 016, Kerala, INDIA
Phone: +91-484-2378008, 3291008 FCT: +91-9388686080
Telefax: +91-484-2378008 Website: http://www.xtendtech.com
General Enquiries [email protected]
Product / Sales / Marketing Enquiries [email protected]
Technical Support / Configuration Enquiries [email protected]
Office Hours: 9.30 am to 7.30 pm Monday-Saturday. We are at +5.30 hrs GMT.
Office Hours: 9.30 am to 7.30 pm Monday-Saturday. We are at +5.30 hrs GMT.