Softdial Recording Monitor™

Softdial Contact Center™ with Softdial Telephony Gateway™ provides a built-in call recording and archiving function.

All recordings are stored server side and are accessed from the web-based Softdial Recording Monitor™ client, which includes a comprehensive search facility.

Key features of Sytel's call recording solution are:

• Dual Stream Recording - multiple recordings can be made of a single call session. For example, by recording the whole call and also separately recording responses to individual questions.
• Export Recordings - a batch process, or an automated job can be run to export the recordings to a specified location. Also, individual recordings can also be exported or emailed as needed.
• PCI Compliance - Softdial Contact Center™ can avoid recording sensitive information, e.g. credit card data. The API offers the facility to record silence (mute record) for a specified section of the conversation.
• Flexible Search and Retrieval - Recordings may be selected by Most Recent, Today's Recordings, Yesterday's Recordings or Search Terms based on call session information or custom tag information. When the required recording has been located it can be downloaded and played / viewed on the client PC.

Softdial Recording Monitor™ is installed as part of the full Softdial Contact Center™installation.

Fig. 1 below gives an overview of the internal operation of Softdial Recording Monitor™.

Fig. 1 - Softdial Recording Monitor™ Internal Operation

The default installation configures Softdial Recording Monitor™ to write the information associated with the recordings (Recording Tags / metadata) to the installed MariaDB database. This information is then accessed by Softdial Recording Monitor™ to locate and access the recordings according to user specified search criteria.

For more efficient search and retrieval performance, Softdial Recording Monitor™ provides an archiving function. Files due for archiving are automatically moved to the archive location and the database updated with the new information.

The location of the archiving folder and the time that files are held in localStorage before moving to Archive is specified in the configuration file - see Configuration.