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Call logging system is a system that records conversation to and from an extension. The conversation is recorded digitally as a voice file while a call is in progress. The call logging system is also known by other names in the industry such as call logger, voice logging system or voice logger or conversation recording system, etc.

The PowerX2011™ telecom server is built with a high quality digital call logging and playback solution. It is based on a powerful technology that captures and playback voice conversations clearly. It modulates the recording such that both the caller's and company agent's voices are recorded consistently at equal volume levels.

The call logging system within the PowerX2011™ telecom server is very rich in features and offers much benefits to users. Please click on the Feature and Benefits link to view the details.
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Benefit of Call Logging
 
The purpose of Call Logging is to streamline employee and customer support interactions.

Call Logging provides the following benefits:
  • Quality training: Conversation recording is used in training. Agents can play back and listen to their own voice conversations to correct any problems in voice quality and diction. This is important as most of us say what we think but we rarely hear what we say. Besides voice carried out a phone line may sound different. The trainer can also use the recording to work out suitable strategies for improving the telephone etiquette and general vocal presentation of staff.
  • Higher staff morale: Using the record and playback feature to fine-tune the agents’ vocal skills gives greater confidence to them as they appreciate better how their speech is received by the listener. They can use this tool to improve their skills.
  • Higher productivity: Supervisors use the conversation recording to evaluate agents’ performance in order to identify suitable courses for upgrading their skills and to assign work for them.
  • Improved customer service: The higher productivity gained from agents have greater confidence snowballs into better customer service provided. This results in higher customer retention and more repeat orders for the companies.
  • Evidence: The recorded conversation can be used as evidence of customer’s instructions. Take the example of a stock brokerage. Customer Adam called broker Jimmy to instruct him to sell 5 lots of IBM shares at S$30 per share. The recorded voice file will serve as evidence of Adam’s instruction to Jimmy.
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    Features of Call Logging

    The call logging system module within the PowerX2011™ telecom server offers the following exciting features:
  • Automatic Recording: Call data are automatically recorded without any human interference. The recording is from initiation right up till when the call is finally terminated. This includes all conversations that took place if the call is routed through more than one extension.
  • Complete Call Data: The information recorded goes beyond mere conversations and include date, time of call, call duration, caller ID (if any), all extension numbers which call was routed to, etc.
  • Multiple Parameters: The system allows for conditional recording of conversations. Some of these rules are as follows:
  • Conversations
  • Incoming calls only
  • Outgoing calls only
  • International calls only
  • Internal calls only
  • Non-internal calls only
  • Special number dialed
  • Special caller ID
  • Special extension activity
  • Conditional Prefix: The PowerX2011™ telecom server provides for special call types to record for example IDD (International Direct Dialing) , STD (Standard Trunk Dialing), local calls, etc These are activated via its very own unique conditional prefix scheme where the administrator associates certain prefixes with specific call types.
  • Recording On Demand: The system also allows for supervisors to intervene and record conversations selectively by simply pressing a feature access key to manually start and stop the recording. This enables supervisors to silently monitor conversations in progress.
  • Simultaneous Conversations: The call logging facility with the PowerX2011™ telecom server can simultaneously record digital conversation for all extension ports and trunk ports. This ensures that no conversation is missed.
  • Equal Levels Recording: Both the voices of the caller and receiver are recorded consistently at equal volume levels in order to deliver clear playback quality.
  • Long Hours of Recording: It can record a minimum of 12,000 hours of voice recording with an option to upgrade to 24,000 hours. This makes the recording feature highly reliable.
  • Multiple Sources: The call logging module can record both types of conversations; voice over PSTN (trunk calls) and voice over Internet Protocol (VoIP or web calls).
  • Multiple Levels: Recording can be made for trunk or extension levels..
  • Multiple Retrieval Criteria: Voice files can be retrieved via dialed number, call type, duration of call, caller ID, workgroup, extension, date and time of call, etc.
  • Versatile Editing: This feature optimizes the recording and playback quality.
  • Powerful Playback Function: Authorized users have a powerful function that can playback voice recording for review via any touch-tone phone, multimedia PC connected to the PowerX2011™ telecom server network engine via TCP/IP through the Local Area Network (LAN) and online monitoring facility of the PowerX2011™ telecom server.
  • Multiple Playback Formats: Users are not confined to only one playback format. They can choose from either ALAW, GSM, WAV, WMA, etc.
  • Email Option: The voice recording is saved as a compressed file. It is so small it can be treated like any other personal computer (PC) based file for distribution and backup. For example the voice file can be sent as an attachment to an email. It can also be easily archived for future reference without taking up a lot of space.
  • Security: In order to provide highly secured communications and protection, the voice files can be sent as encrypted files based on the latest technologies and international standards.
  • User-Friendly Configuration: Easy-to-use GUIs (Graphic User Interfaces) are provided to enable the Supervisor/Administrator to revise pre-set recording criteria.
  • Storage Options: All voice conversation are recorded and stored in a normal hard disk drive or any other backup media including CD-read write disc and magnetic tape.
  • Secondary Media: The PowerX2011™ telecom server provides two media for recording the conversation. They are the primary media and secondary media. Having two separate media ensures that a good copy of the voice file is always available.
  • Automatic Transfer Scheduler: The system has an automatic transfer scheduler to automatically transfer the data from the primary media to the secondary media on a daily basis at a self-configured time.
  • Automatic Backup Scheduler: For additional protection, PowerX2011™ telecom server is also designed with an automatic backup scheduler. Users can define when to initiate the daily backup and the system will automatically start the backup process at the designated time.
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