ShoreTel Call Recorder

Recommended for:

Any customer for whom audio call recording, storage, and management is critical

OVERVIEW

• Automatic recording of external calls continuing through call transfers and redirections
• Persistent call recording captures ‘cradle to grave’ caller interactions including those with IVRs, VoiceMail, Hunt Groups, Workgroups, and other extension types
• Flexible Call Record Profiles to effectively record what needs to be recorded
• User control of Save/No Save and Pause/Resume of call recording
• Pause/Resume support allows agent to not record sensitive information (e.g. customer credit card number,) thereby facilitating PCI compliance
• Configurable Customer Stop Recording key
• Automatic storage in multiple file systems and/or multiple ShoreTel VoiceMail boxes
• Custom folder & file names in call recording archives
• Custom Subject: and From: fields in ShoreTel Voicemail box
• Web-based Recorder Player
• Convenient searching, downloading, and management of recordings
• Playback via phone or computer
• Player URL access allows recording links to be embedded within web based applications including Salesforce.com and Contact Center Interaction Viewer among others

BENEFITS

• Cost-effective native ShoreTel pure-IP application Facilitates organizational training and operational reviews for improved customer service and fraud prevention
• Quick & easy call recording retrieval
• Configurations to help comply with national and local laws such as PCI DSS standard
• Easy scaling and strategic deployment to optimize use of ShoreTel system resources
• Single click Recording playback in context with other business data from within Salesforce.com and other applications