BlueVoice Solution

delivered in such a way as to integrate perfectly into the existing infrastructure!

Recording solutions

Every phone system needs a customized recording setup, to match the specific topology, proprietary protocols and specific recording needs.

BlueVoice is a versatile platform that supports any hybrid communications environment and most of the proprietary protocols on the market. Moreover, BlueVoice comes with the wide recording know-how of our engineers and programmers that developed and deployed hundreds of solutions over the last 15 years.

Absolute flexibility

To best fit your needs BlueVoice can be delivered as a turn-key solution (embedded hardware and software system built for your communications’ volumes and equipped for your specific needs) or virtualization – ready.

DATA REQUIRED to design a solution:

  • Lines types: analog, BRI, PRI, or VoIP
  • Lines number (for each line type)
  • PABX model and software release
  • Phones models
  • Monthly calls volume (in hours)
  • Online retention period for the recordings
  • Other specific requirements (encryption, onsite installation, support services etc).

Recording Scenarios

TDM recording

BlueVoice records all types of TDM lines using passive tapping. The acquisition is performed through high impedance inputs. A special patch panel is used for the parallel connection to TDM lines.

The recording can be made by parallel connection to trunks or extensions. Use trunks tapping to record only the calls with exterior numbers. This is a more cost-effective solution, as trunks are fewer than the extensions, and you will need fewer recording channels on the recording board.

If you need to record all calls, including the ones between internal extensions, you need to connect the recorder to extensions. With BlueVoice you can combine the recording of trunks and extensions, so that you record all the calls you need to, and pay only for what you record.

For analog lines, the call detection is based on voltage thresholds for on-hook and off-hook. These thresholds are configured in the administration interface for each channel.

For digital extensions BlueVoice decodes the proprietary protocols of most of the vendors.

Main supported PABXs:  AVAYA | Bosch (Tenovis) | Cisco | Comdial | EADS (Astra) (Nortel) | eOn | Ericsson / Aastra | ESI | Fujitsu | Panasonic | Philips | Rockwell | Samsung | Harris | InterTel | 1TR6 | LG – Nortel / Ericsson | Mitel | Nakayo | NEC | Nitsuko (now NEC) | Nortel | Siemens | ShoreTel | Tadiran | Telrad | Toshiba.

Please contact us for further information.

Radio communication recording

Our radio communication recording solution offers secured, reliable and efficient recording for radio stations.

Radio stations are analog lines recorded by voice detection. To record radio communications we install a second radio station in the operations center and set it in reception mode. This second station will get both field agents’ and dispatcher’s voice and will be the recording source for BlueVoice. We recommend Motorola CM140 model for the second station, as it is fully tested and supported.

You can connect to your analog BlueVoice radio stations, analog TDM lines, both trunks and extensions, premicell devices (for GSM recording), microphones, and any other analog sources of voice signal.

TETRA recording

TETRA is a radio technology used especially for public safety. TETRA communications usually require additional devices, like specialized consoles. Currently BlueVoice supports Topex and Zetron consoles for recording TETRA and other special communications.

Dispatcher recording

In dispatcher recording sometimes you need to record mobile communications (GSM) and keep the recordings on a secured server, not locally, on the mobile phone, which can be quite a challenge.

The simplest solution is to mount the GSM SIM card in a premicell device and connect an analog phone to it. This will transform the GSM number in an analog line you can passively tap with a BlueVoice  equipped for analog recording.

This cost-effective solution is based on sharing an analog recording board by more analog line types: classic analog telephony, radio communications, GSM, and even microphones for surrounding recording, if this is requested by the dispatcher regulations.

BlueVoice VoIP recorder

BlueVoice VoIP recorder embeds different technologies, for different telephony environments.

VoIP environments can be recorded either passively or actively. Passive recording is generally used for SIP and Cisco (SCCP). This recording scenario is based on capturing the signaling and the voice traffic through a mirroring port, on a network switch.

It is recommended to mirror only the traffic from the phones that need recording, to eliminate network and recorder overloading. This is called selective recording.

You can also use global recording in the passive scenario. This is recommended when you need to record all calls, and the difference from selective recording is that the mirror port replicates all PABX traffic, as presented in the diagram below.

The quality of the recording depends on the network infrastructure and the performance on the switch that holds the mirroring port.

VoIP active recording

Active recording is a feature included by many PABX vendors in their products. Developers are offered APIs, SDKs and documentation to build in their recording technologies active call loggers that connect to PABXs using the dedicated software connectors.

For Mitel 3300 PABXs the active recording is a must, especially when the encryption is enabled. To actively record calls on this PABX you will also need a Mitel MBG server, and SRC licenses from Mitel.

BlueVoice captures both voice and the signaling from the MBG server, even when the encryption is enabled. This guarantees a good quality recording in a secure communications environment.

Full-Featured Web GUI

Choose what you want to record

You can set your BlueVoice to automatically record all calls on the connected lines, or just the ones considered relevant. On-demand recording is an option that allows operators to start the recording of a call by simply clicking on a button in the user interface.

The calls not recorded will be displayed in the recordings list, with all related data, but will have no audio file attached.

Keep confidential data a secret

You can insert blank spaces (moments of silence) in the recording, to help keep confidential data secured.

To do this, you just have to set the line to be recorded on-demand, start manual recording and stop it when the distant party communicates confidential data, such as identification, passwords, etc.

Not just recording, INFORMATION!

In BlueVoice the recordings attach all relevant data for the call: remote and local numbers, direction, time of call and duration, and interface users can easily add notes to the recordings they have the right to view.

For quick identification and retrieval each recording has a unique identification number, called reference number.

Email recordings directly from the Web interface!

Our recorder can be interfaced with your SMTP server to quickly send recordings by email from the Users’ interface. To use this feature one should have the right privileges.

Add notes to recordings!

You can add notes to recordings to share your observations with the team. The notes can be also used as a filtering criteria for the recordings’ list.

Monitor live calls!

You can give your team leaders rights to live monitor the calls of their team. This is a standard feature that helps you increase your KPIs by live coaching the agents.

BlueVoice is a call logger for hybrid environments, recording both trunks and extensions. The PABX recorder supports more than 95% of the proprietary protocols on the market. The feature rich Web interface embeds a player for the quick playback of the recordings directly in the users’ interface.

Feature-rich embedded player

BlueVoice has a player embedded in the user interface for easy and secured playback. You can play the recordings at four different speeds, to best adjust to your needs.

The embedded player is most useful when using recordings’ encryption. This option helps preventing unauthorized access to the audio content by allowing playback only in the user interface.

The loop playing function allows you to mark a segment of the recording to replay for better analysis or transcription.

Advanced audio content security

The embedded player is also a wonderful tool when the encryption is enabled on your BlueVoice. When security concerns ask for encryption, the only way to play recordings is to have the playback privileges and access the user interface.

Moreover, you can grant recorded line based playing rights to users, to prevent unauthorized access to recordings.

Agents live monitoring

Agents live monitoring will secure your business by always maintaining your customer service at the highest levels. Build-up the strength of your team by identifying which agents need more training and who are the superstars.

With BlueVoice, Live monitoring feature is included in the recording standard licensing.

Use Live monitoring for best supporting your team!

Supervisors can listen live calls and assist the operators, if needed. This helps increasing the overall quality of phone interactions, and building the confidence of call center operators when dealing with difficult clients.

Monitor calls in progress

With BlueVoice your supervisors will dynamically monitor the activity of the agents. The lines in call are color marked for easy spotting.

Advanced filtering and retrieval

Compliance recording often requires quick filtering and retrieval of files from the recording list. BlueVoice addresses this need with a strong filtering tool, designed for easy use, directly in the Web interface. The filtering is available for users that have “playback” privilege.

Advanced filtering of the Recordings′ list

You can easily filter the list of recordings in the Web GUI to evaluate targeted samples of recorded calls. Use the simple, advanced or combined filtering criteria:

  • One or a list of local numbers, in full or partial format
  • One or a list of remote numbers, in full or partial format
  • Call direction: inbound or outbound
  • Minimum or maximum call duration
  • Time period, to filter all calls between a certain start date/hour and an end date/hour
  • Keywords from text annotation
  • Use the unique recording ID automatically generated by BlueVoice for quick files retrieval.

Quick export of filtered list

Whether you need an audit trail or just need to work on recordings’ data, you can easily export any filtered list in .pdf or .csv format. You can also choose to export the audio files of the recordings in a .zip archive, after filtering the list.

Manual or automatic archiving and backup

Manual archiving

With BlueVoice you can choose to manual archive certain recordings.

Manual archiving is a tool designed to offer you full flexibility in selecting the recordings to be archived. This is most useful when you need to group certain recordings by purpose, line recorded, or business destination. Moreover, you can set a maximum volume for each archive, in order to best fit your storage devices’ size.

Select the recordings to be archived using our advanced filtering engine. You can use any combination of the next filters:

  • One or a list of local numbers, in full or partial format
  • One or a list of remote numbers, in full or partial format
  • Call direction: inbound or outbound
  • Minimum or maximum call duration
  • Time period, to filter all calls between a certain start date/hour and an end date/hour
  • Keywords from text annotations
  • Unique recording IDs’ list

Automatic archiving

Set the automatic archiving for periodical backup of your recordings. You can choose the time interval for the automatic archiving to be performed, and also the weekday and time of the process start. The archive will be saved locally and can be copied automatically on one or more network storage resources of your choice.

You can also choose the automatic erase of archived recordings from local recordings’ list, to optimize the system’s storage free space.

Archives management

Manage your archives from BlueVoice’s Web interface, regardless of the actual network volumes you use for storage and back-up!

The advanced notifications and reports modules keep you up-to-date with the archiving processes, while the Archives manager module grants immediate shared access to archives to all users that have this privilege.

Separate interfaces for users and administrator

In BlueVoice all the configuration and system monitoring tools are packed-up in a Web administration interface, separate from the users’ interface, to strengthen-up the security and avoid recording interruptions generated by unauthorized changes of settings.

For easy and ergonomic administration, access privileges in the users’ interface can be granted either individually, or to groups of users.

Individual access rights for each interface module

BlueVoice’s user interface is organised in different modules: recordings’ list, archives, live monitoring, reports, etc. In order to avoid interface noise, you can grant each user rights only to the modules he needs to access.

Recorded line based access rights

Keep recorded data confidentiality by granting users rights only to the recordings they need to access. One user can get access only to the recordings of his own line, while others can have access to recordings of a group of lines.

Three levels of privileges on the recordings

You can grant a user one of the three hierarchical privilege levels for the recordings:

  • View list is the right to see the data attached to a call (local and distant number, direction, time of call and duration). The user that has View right on a line can also filter and export the recording list on that particular line.
  • Listen is the right to play recording. Beside seeing the list of recording on the line, this user can also play, save, export or email these recordings from the user interface.
  • Delete is the highest privilege on the recordings list. It includes viewing the list and playing recordings, and adds to these the right to delete recordings.

Smart alerts, logs and reports

Flexible alerts for full control of recording

BlueVoice is designed for 24/7 communication recording and call center live monitoring and optimization. The advanced notification module is a powerful tool for flexible alerts, sent by email or displayed on the embedded LCD.

You can set any type of customized notification to enrich the standard alerts set that refer to recording anomalies, system loading, users activity and archiving management.

Detailed logging system

BlueVoice has a verbose logging system, very useful in Audit trails and system investigations. You can follow and track down both users’ activity in the administration interface and step-by-step recording process.

The logging system is also a powerful tool for performing research on customized signaling of digital protocols and for third party applications’ integration.

Periodical reports

The advanced reporting system is a smart tool for easy retrieving system events in a periodic manner.

The application comes with a series of comprehensive reports already configured: users’ and administrator’s activity, recorded calls, system’s status and archives generation.

Moreover, you can customize any new report based on the verbose logging system, to periodically get comprehensive data from your BlueVoice.

Quick and flexible configuration

Users administration

You can easily manage users’ rights in the administration interface. The access rights can be granted for groups of users and groups of lines.

Each user or user group can be granted access rights for each individual interface module (e.g. recordings list, archives, live monitoring, reports). Moreover, you can grant each user or groups of users rights only to the recordings of specific lines.

For even more flexibility, BlueVoice has three levels of privileges on recordings: view recording list, play recordings and delete recordings.

Alerts configuration

BlueVoice has a very flexible alert engine. Any event can be easily set by the administrator to be notified by email, listed in the user interface or displayed on the local LCD. Moreover, you can set for each parameter the level to trigger the alert.

You can set what event to be notified, at what level it is declared critical, who should receive the alert notification and how, and all alerts are logged for further investigation.

Local storage management

The storage management features help you best manage the storage space of your BlueVoice. The automatic archiving engine can be set to delete the archived recordings from the recordings list. Moreover, the archives can be saved on and accessed or restored directly from any network storage volume.

To have full control of your disk space, you can set alerts for low free space, with completely flexible thresholds.

System performance monitoring

Besides the advanced notifications and logs systems, BlueVoice has a load monitoring module that displays the current state of system’s resources. You can monitor the overall system load, CPU load, used memory and free disk space, in a synoptic, graphical manner.

Advanced features of BlueVoice call logger

Recordings′ encryption

With BlueVoice call logger you can choose to automatically encrypt recordings, so they can only be played in the Web interface. This is a security option for critical content to be disclosed only to authorized personnel.

With this option enabled, you will need to always reload the recordings from external storage in the Web GUI in order to play them.

Advanced system configuration

You can set multiple parameters and even customize logs’ texts from the advanced configuration window, in the administration interface. Here you can change acquisition thresholds, fine tune the recorder, organize the server and manage archives.

In order to prevent any security incident, the administration interface is completely separated from the users’ interface.