VoIP Recording

DGVox ‘s VoIP recording has two modes of operation, which are passive and active modes. In the passive mode of recording DGVox will listen to a SPAN port to which all the phones to be recorded will be mirrored and the resultant voice and data will be available to the DGVox’s LAN port assigned for recording the data.

Passive Recording

DGVox supports various PBX systems and protocols for passive recording. This includes the following

  • Cisco Unified Communications Manager and Cisco Call Manager Express
  • Avaya IP Office , Avaya Aura
  • Alcatel
  • NEC
  • Unify
  • Asterisk
  • GrandStream
  • Matrix,
  • Mitel
  • Shoretel MGCP
  • Panasonic MGCP

DGVox is integrated with multiple PBXsystems through a TAPI (Telephony API) link or CSTA link. Avaya IP office is integrated using the TAPI link . Unify is integrated through the CSTA link . This way more accurate and clear call related information will be captured and will be tagged with the call. Refer the Integrations page for more details.

Special Features for VoIP Passive recording

  • For compatibility purpose it is possible to include beep tones in the recorded voice.
  • DGVox is capable of detecting the disconnection tone and thereby detects who disconnected the call in Passive VoIP Recording.

Passive VoIP Recording Integrations.

DGVox VoIP passive recording is also integrated with PBX systems through interfaces like TAPI, CSTA, TSAPI etc. Following are some typical examples of PBX systems having TAPI and CSTA interface which work with DGVox.

Avaya IP Office:

DGVox is integrated with Avaya IP office through a TAPI interface. The phones for which calls to be recorded will be recorded by port mirroring all the phones to a target port and connecting the same to the DGVox Recording interface LAN. Through this mirror port DGVox will capture the Audio data of calls. DGVox will communicate with Avaya IP Office through a TAPI interface for collecting all the call related information like CLID, Dialed Numbers, Extension number, Agent Login ID etc. Following licenses and requirements need to be satisfied for a connectivity with Avaya IP office .

Licenses required in Avaya IP Office : CTI LINK PRO License

Licenses required in DGVox Server: Avaya IPO Integration license , IP Passive recording licenses.

 

Unify

DGVox is integrated with Unify series of PBX systems through CSTA interface of Unify. Call recording of Unify will be done through port mirroring for capturing the Audio data. The Call related information will be captured from the Unify through the CSTA link. Licenses required for this mode of recording is as given below.

  • Up to 10 phones can be monitored in Unify by default using CSTA interface. If the number of phones to be monitored are more than 10, additional licenses to be purchased for enabling CSTA in Unify
  • Licenses in DGVox for IP passive recording and Unify CSTA integration.

Voice logger

Analog Voice logger

DGVox analog voice logger can record analog trunk lines and extension lines . DGVox store the Voice calls in GSM/MP3/PCM/ADPCM/A-Law/Mu-Law formats and the call information data like CallerId (DTMF and FSK supported) , Dialed numbers, Call duration , Start time , End time etc. DGVox has provision for analog voice logging from 2 to 120 ports in one Recorder machine. For adding more channels it is possible to stack up capture servers and push data to a storage server. Apart from trunk lines and Extension lines, it can also record Wireless Radio systems as well. The Recording triggers available are Voltage and Vox . Unique features available in DGVox for analog recording includes Screen popup , Customer Directory integration , Integration with any CRM database , remote audio live snooping etc. Hybrid systems containing Analog, VoIP , Digital in one system is supported by DGVox . DGVox also provides facility to have integration with CDR data of the PBX as an option. This way it is possible to have the extension numbers tagged with the call which is recorded from the trunk lines.

 
 

S-Mate

S-Mate is the latest Analog Voice logger from SpeechLogix with 2 port and 4 Port options. It has a USB interface for plugging in to any windows based PC. Easy and user friendly S-Mate software provided with the S-Mate Device does have provision for analysis of call related information , Real time call monitoring, Search and Play back etc. S-Mate is a very lightweight device with less than 200gms. The installation of S-Mate can be done very easily on any system with Windows operating system. S-Mate can be used to record Analog trunk lines, Analog extensions and Radios.

 
 

Digital Extension Voice logger

DGVox supports recording of Digital Extensions of multiple PBX systems . Following are the compatible PBX systems for Digital Extension Logging. Refer the PBX Support List in the downloads page for the Compatibility of phone modela and PBX with DGVox. The digital extension logging will tag the Extension number, Start and End time of the call , Duration, Dialed numbers, Direction of the call and Caller ID of the call. It should be noted that the Caller ID and redialed numbers will be captured by parsing it from the Display Messages in the phone extension. So this callerid might contain other strings appearing in the Phone display . The recorded voice can be stored in WAV, GSM , MP3 , Mu-Law/A-Law and ADPCM. Remote real time monitoring and all other features of DGVox are available for Digital Extension recording.

 
 

Digital PRI Voice logger

DGVox can record PRI ISDN lines can be recorded using CTI boards integrated with DGVox software. 1 to 12 PRI lines can be recorded in a single DGVox server. PRI Voice logger will not interfere with the lines and it will silently do the recording of the calls. Called extension and Caller number will be available in PRI voice logging. For special cases where it is required to have more details to be collected from PBX, DGVox can provide CDR integration interface with the PBX and tag all necessary information from CDR with the trunk voice file which is recorded .


Active Recording.

Active recording for DGVox is made possible through multiple modes of recording on different voice platforms.In active recording DGVox will be tightly integrated with the PBX or Voice platform and thereby each call related voice and information will be available to DGVox from the moment a call is started.

Cisco

DGVox is Compatible and Certified with Cisco CUCM for active recording . DGVox is also compatible and Certified with Cisco UCCE platform. DGVox uses the Built –In-Bridge /SIP trunk method of recording for Cisco.

  • CUCM 6.1 and above
  • UCCE 7.2 and above

Recording is done using BIB, SIP trunk integration with DGVox. Cisco Unified communication manager identifies DGVox as its call recorder and whenever there is a call on target IP phone it will start sending duplicate media streams to DGVox from the phone’s DSP resource named Built in Bridge. Hence Cisco IP phones with BIB is a mandatory requirement for Active recording. CUCM and DGVox communicate the through SIP trunk and TAPI interfaces. The following IP Phone models are supported for DGVox with Cisco Unified communication manager.

Third-generation IP Telephones : 6911,6921,6941,6945,6961,7906,7911,7921,7925,7926,7931,7937,7941, 7942,7945,7961,7962,7965,7970,7971,7975,7985,8941,8945,8961,9951,9971,Cisco IP Communicator(v7.0(1)or later)

CUCM integrates with DGVox using SIP trunk and will send recording triggers through SIP trunk channel .

  • Recording triggers are generated by the Cisco IP phone andthe RTP audio will be forked by the BIB option in the Cisco IP phones.
  • Cisco TAPI interface will provide the metadata regarding the recording calls to DGVox.
  • Cradle to Grave - Each call received an unique call-ID. By searching on this call-ID a call can be traced from Cradle to Grave, including transfers.

Avaya

DGVox is compatible with 3 platforms of Avaya in the active recording mode.

  • Avaya Aura
  • Avaya BCM
  • Avaya CS 1000

Avaya Aura

For Avaya Aura the recording is done by 3 methods like Multiple registration , Single step conference, Service observe. The call information is collected using TSAPI and Voice recording is done through DMCC interfaces. The call information like callerid, Agent id, Skill group, Universal call id (for tracking hold calls sessions) etc will be available through this integration.

Recording license requirements are as given below:

    • a. Single Step Conferencing
      • 1 CMAPI/DMCC Full License per recorded channel.
      • 2 TSAPI-Basic Licenses per recorded channel.
      • 1 TSAPI-Basic License to be used as a “dummy” hunt group for recording.
    • b. Service Observe
      • 1 CMAPI/DMCC Full License per recorded channel.
      • 1 TSAPI-Basic Licenses per recorded channel.
      • 1 TSAPI-Basic License to be used as a “dummy” hunt group for recording.
    • c. Multiple Registration Mode
      • 1 CMAPI/DMCC Full License per recorded channel. (Station License will not be consumed)
      • 1 TSAPI-Basic Licenses per recorded channel.
      • 1 TSAPI-Basic License to be used as a “dummy” hunt group for recording.

Avaya BCM

DGVox supports active recording with Avaya®Business Communication Manager 6.0. Any lower version of BCM is supported only for passive VoIP and passive Digital extension recording only. The following are the prerequisites and limits of the active recording of Avaya® BCM.

1. The Key Authentication code for LAN CTE application should be installed

2. A user with SCR privilege should be created

1. Only one voice record will be generated for a call between two extensions.

2. Maximum number of concurrent recording sessions available with Nortel BCM active recording is the following.

  • BCM 450 40
  • BCM 450 + CEC 80
  • BCM 50 16

Avaya CS 1000

DGVox is compliant with Avaya® CS1000 Digital and IP extensions. For recording digital extensions, DGVox uses parallel tapping and voice recording is done using a CTI board.

Following are the systems supported and licenses required in CCMS server for digital extension recording.

  • 1. CS 1000 version 6.0
  • 2. Contact Center Manager 6.0 or 7.0
  • 3. AST licenses should be enabled for all the DN to be recorded on a phone set (Check if AST license is available)
  • 4. A limit of 2 DN per phone set can be recorded.

For IP extensions recording of CS 1000 phones, it is a completely software based solution without using any Hardware. As given in the diagram above, the audio or RTP will be copied and send to the voice recorder configured. The following licenses are required. If CCMS version is 7.0 then following licensing is applicable.

    • 1. CS1K Succession Release 6.0
    • 2. Contact Center 7.0
    • 3. Avaya© IP Client Phase 2 sets with ICRA CLS - non-associated
    • 4. Adequate CCMS DN Reg. Licenses (LM_MLSM_DN_REG) provisioned to ensure all sets are recorded

It should be noted that the number of licenses should be depending on the number of Directory numbers to be recorded.For Eg: Suppose DN 55881 has 4 appearances in different phone sets, means 4 licenses will be used for recording the DN 55881. But if more than 2 appearances need to be recorded them license mention in 4th item above should be required.

 
 
 

Hosted Solution

 

In a hosted environment DGVox recording server is located inside Service Provider's datacenter. Customers get access to own call recordings remotely via web-browser. Customer's data is isolated from each other.
SIPREC interface should be enabled on Service Provider Switch side.
Metaswitch system uses the established SIPREC link to send call details (caller/called phone number, service provider id etc) and audio RTP stream to DGVox recording server.

 

Advantages of SIPREC recording interface:

  • It is more scalable than port mirroring recording. It support load balancing and high-availability setups with automatic failover.
  • It is easier to manage. Administrators can easily enable/disable recording on per-user basis through Service provider Switch administration web portal.
  • It supports distributed deployment scenarios. The recording server may be located in another network or even another data center.

Benefits for customers

  • No administration burden. Customer doesn’t need to administer and manage call recording system. The software is managed by Service Provider.
  • No additional equipment is installed on customer side
  • Hosted recording service works seamlessly when customer has multiple sites and remote or mobile staff
  • Customer pays monthly fee
  • No upfront investment

Benefits for Service Provider

  • Attract new customers and grow customer base
  • Grow revenue from call recording service
  • Deploy quickly call recording system with low on-going maintenance and administration
  • Integrate easily call recording system with rich set of web service APIs
  • Help customers to comply with legal requirements to record calls and store call data
  • Provide secure access to call recording data via intuitive web-based interface
  • Manage easily call recording system via powerfull centralized web-based administration interface
  • Lower costs with flexible licensing options

Happy Clients

As a twenty year call center veteran I found this equipment to outperform competing systems at a fraction of the cost. DGVox machines have served us extremely well for 7+ years with virtually no technical glitches even after hundreds of thousands of hours of recording time. We would gladly recommend the DGVox machine to anyone with need for a reliable recorder.”

Jim Garey, President, teleXpertise, Inc.


DGVOX Recording Solution is Consistent, Flexible, and easy to work with – we’ve been using the DGVOX Recording Solution for a Decade now, and It is so reliable and easy to Use ,and no Technical issues even after hundreds of thousands of hours of recording time. We would Gladly Recommend DGVOX Machines to anyone with need for a reliable Recorder.

Mohammed Alissa
Supervisor Central Trading Unit
Arab National Bank investment