AIS Call-Rec

AIS Call-Rec

Cost effective call recording without compromise

  • AIS Call-Rec is an effective quality and risk management tool for or organisationson
  • AIS Call-Rec is an ideal as both, main and additional call recording solution.
  • AIS Call-Rec can be scaled to any size organisations.
  • AIS Call-Rec can be integrated to all communication systems.
  • AIS Call-Rec includes vast amount of inbuild features.
  • AIS Call-Rec can match with all others where it comes to the desired reliability and functionality.
  • AIS Call-Rec is surprisingly cost effective.

AIS Finland was chosen as our call recording services partner based on the functionality and data security of their call recording services. The possibility to integrate the services directly to Telia’s own administration systems was also one of the quality criteria used in the selection process. In addition, the ease of use of the customer web portal was an important selection criterion.

With AIS Finland’s call recording services we can add high quality additional services to our existing communications services.

Telia Finland

We have been very pleased with the call recording system provided to us by AIS Finland. Easy to use user interface and system security, starting from encryption of all recordings, have fulfilled all authoritative requirements. In addition, Ais Finland and technical experts of AIS Finland’s device supplier have been able to customize our system to fully measure up with our special requirements.

Heikki Sipponen

Manager, General Services for Finnish Immigration Service

Call recording supports our core business, because the Investment Services Act obliges all fund management companies to record all telephone communication with their customers. Our call recording is handled automatically by the call recording system provided by AIS Finland. Over the years UB’s telecommunication infrastructure has changed, but with AIS Finland’s adaptable call recording system, it has been easy to implement changes. With the easy-to-use Web user interface it’s easy to find recorded calls from the database and thus serve our customers quickly even when there is an unclear case in question.

Kari Ahonen

IT-manager, United Bankers

AIS Call-Rec Features

Yleiset ominaisuudet

Access to the Recordings

The recordings are all stored on the AIS Call-Rec system and can be accessed through any normal web-browser. The GUI is protected by a user-code and password so each user can be setup to only access recordings that he or she is allowed to access. Normally the unit will be setup as a recording server and searching for calls and playback as well as setting up the unit will be done via web browser access. However if preferred it a also possible to use the AIS Call-Rec itself to access the recordings without the need for a LAN connection.

Search Parameters

Recordings can be searched by all parameters known about a call. These can be date, time, duration, dialled numbers, CLID, user ID, extension ID, IP-address, call direction or call notes. Specific combinations of parameters can be saved as quick query functions, to make it easier to perform identical searches each time.

Audit Trail

If wanted or needed the AIS Call-Rec can keep a log to show who accesses the recorder and what recordings are played back. Especially in environments where integrity and privacy are to be protected this function is a valuable tool to verify all rules regarding recording and playback are followed.

Direct Monitoring Client

Included in the delivery of the AIS Call-Rec system is a client program for “live” monitoring of the calls. This can be used by a supervisor to see which calls are active and listen to them while they are in progress.

AIS Call-Rec Client Software

Also included is the AIS Call-Rec Client for Windows. This client gives the possibility to do screen recording during a call, manually add notes, start or stop a recording, tag the call to be stored or insert a silence in the recording. More features will be included in the future.

Compatibility

The AIS Call-Rec is compatible with many VoIP protocols like SIP, H323, Siemens HFA, Avaya, AASTRA, Ericsson, UniStim (Nortel), H.248 Megaco, Cisco SCCP (Skinny), MS Lync 2013 and others. AIS Call-Rec is also compatible with many TDM Digital protocols. Supports CSTA Connections for Unify Openscape Business, Openscape 4000 and the Avaya platform.

Integration with other systems ( AIS Call-Rec API)

In many cases (compliance recording, security) using the AIS Call-Rec as a standalone solution is enough. However the AIS Call-Rec has the tools and possibilities to receive commands from third party software and share the recordings and other important data with CRM or DMS software. This way start, stop or silence commands can be initiated from the clients own software and recordings can be linked to the specific dossiers or customers automatically. The AIS Call-Rec API is available free of charge.

Passive Recording / Active Recording (SIP / VoIP)

In most cases recording VoIP traffic is done by mirroring the VoIP data traffic to the recorder. But the AIS Call-Rec can also use a so-called Active Recording profile, this works with an automated conference call setup in the PBX system. In that case the AIS Call-Rec picks up like the third party in a call and starts recording. Active recording is not necessarily better than passive recording but it is especially useful in situations where port-mirroring is not easy or not possible.

Mobile Phone Recording

Recording mobile phones is sometimes just as important or needed as recording landlines or radio traffic. The AIS Call-Rec supports several technologies suited for recording mobile phones:

  • Record & Store; the phone records the call and uploads it to the AIS Call-Rec to be stored.
  • Record Direct; the call is routed through the AIS Call-Rec Server to be recorded.
Enterprise Recording Setup (multiple locations)

If recordings need to be made in multiple locations, the AIS Call-Rec recorders can be put into an Enterprise setup. This means the recordings will be made locally, but will be transferred into a centralized database / storage for easy access and archiving.

Upgradable

The AIS Call-Rec system is a continuously evolving system, AIS Finland’s commitment is to add new interesting features and let our existing and new customers benefit from a system that is always up to date. Upgrading and updating the AIS Call-Rec can be done on- or offline from within the user interface.

Additional Inbuilt Features

Screen Recording

This feature records the screen activity of the local user at the same time as the phone conversation. This allows accurate playback of interactions with clients during a conversation.

Store on Demand

This function provides the possibility to (at any time during the call) “tag” the call to be stored completely. Ideal for situations where both privacy and security issues must be satisfied. Calls that are not “tagged” will be automatically deleted to protect privacy.

Record on Demand

When you need to record only a specific part of the call this function is ideal. The agent (or application) can start a recording and stop it at any time during the call. Only the part that needs to be recorded will then be saved.

Silence on Demand: (PCI DSS Compliant recording)

This function will allow the user (or the application) to introduce a silence period whilst the recording is running. This is particularly important when credit card details are exchanged in a phone call. Because the recording continues this function does not interfere with statistical information about the duration of calls. This function can be manually activated or automatically when needed.

Note Editing During Conversation or After

During or after a call the user can type a note or comment. This note will be saved together with the call in the AIS Call-Rec database. These notes can later be used in the search filter.

Definable Search Filters

Commonly used search filters can be defined and stored to save time when you need them. E.g. a search filter on agent “John”, for only outgoing calls, lasting longer then 90 seconds, with the word “sucess” in the note field.. can be saved under a one click search option.

Statistics for Analysis

Various graphs are available in the AIS Call-Rec user interface to present statistical information about the calls. Since this information can also be generated while the filter is used it is easy to “drill down” to user specific details. The available data can also be exported in a .csv file and imported in Excel or other programs for further analysis.

Anger / Emotion Detection

The audio level of the recordings can be monitored and when a certain threshold is crossed a call can be tagged and a warning can be sent to a supervisor for evaluation of this call.

Fingerprinting MD5, SHA-1

Safety feature that will create a “fingerprint” for each and every recording. When in doubt the checksum that is generated can be used to prove a recording is the original and has not been tampered with.

Encryption

When activated this feature will encrypt all recordings on the AIS Call-Rec unit and on top of that also the actual database and the AIS Call-Rec software itself. If the connection to the unit is also via the HTTPS protocol the recordings are encrypted at all time.

Automatic Backup to External Media

The AIS Call-Rec can automatically back-up the recordings to an external network storage device, thus preventing data-loss in case of problems.

Automatic System Check

Crucial features and hardware of the AIS Call-Rec are automatically checked, resulting in an alarm e-mail notification to a system administrator and / or (optionally) an audio/visual warning.

CSTA Connections for Unify Openscape Business, Openscape 4000 and the Avaya platform

With a CSTA connection the recorder can ask the PBX to actively direct the call data and the call itself from the phones to the recorder. This means less unneeded network traffic and less infrastructural problems.