Introduction

• 1: Overview
• 2: What's New
• 3: Requirements
• 4: Specifications

1 - Overview

CallRecorder^TM is an easy to use VoIP call recording solution that implements the corporate call recording keeping policy and provides secure and easy access to call records.

Call recording is now an essential business function for all organizations for which phone calls and direct vocal communication mean a voice-assumed contract and request liability and money protection, as well as damage control, better trained and staff retention. This is why RAI Software offers a complete solution, providing with:

• Safety (business liability) - record and backup discussions, contacts and verbal contracts, orders and business processes of the institution, without any risk of losing specific details in verbal communication;
• Customer satisfaction - monitor and improve interaction between customer and staff; register and solve possible complaints before they become "larger issues"; 
• Improve staff quality - train, monitor and coordinate staff by training sales, communication and interaction skills;
• CallReplay allows managers to review and score phone calls according to their work group, listen the conversation, discuss, analyze, train, take decisions; Users are empowered by providing them with accurate records of their calls.
• Better quality operations and cost effective services - all details are centralized and recorded on an electronic file, no more lost details or info, wrong address deliveries, etc.

CallReplay is a self-contained software recorder which includes everything necessary to record VoIP calls (besides the Operating System and server hardware): database, web server, Java VM, etc.

It supports active recording for most major PBXs, having an XML phone service which allows replaying calls directly on the phone, and can be deployed in virtual machines (VMs).

It works perfectly with Cisco & NEC & Mitel & IPTrade VoIP PBXs (no proprietary hardware required) and can scale up from 1 to 1,200 marked devices in a single box configuration.

CallReplay^TM is now at its 9th generation and we are proudly present on the international market (the United States, Asia, Europe) through a network of partners, distributors, Telecom integrators and direct customers.

Main Features and Benefits

• Automatically Record Phone Calls - Damage control and increased accountability in your personnel, suppliers and customers.
• Manual (On-Demand) Control: Recording can also be initiated by the user using the browser or IP Phone Service. Both Full Call and Partial Call recording modes are supported.
• Multiple Recording Methods: CallReplay supports both port mirroring (SPAN) and forked recording (SPANless). Hardware recording coming soon!
• Monitor Live Calls: Listen to a call in progress, through the browser or IP phone service. You can also whisper to the agent without being heard by the external party (IP phone service).
• Browse Recordings by Agent: Superb browsing interface tracks agents across multiple phone numbers.
• Search by caller ids, phone numbers, annotations, time, description, tags, etc.
• Replay, Annotate and e-Mail phone call recordings. Easy, secure access to call recordings, using a web audio player, desktop audio player or IP Phone Service.
• Tagging & Searching calls with customized hierarchical tags has never been easier.
• Call Scoring & Custom Forms: Integrated agent scoring and reporting module.
• Agent Call Statistics Reports: The number of calls made, received, etc by each agent.
• Email Notifications: Automatically send email when a predefined number appears in a call.
• Backup & Restore: Archive calls on DVDs, HD-DVDs, BluRays or SANs. A single DVD can store up to 15,000 calls of 5 minutes each, due to the state-of-the-art voice compression technology incorporated in CallReplay.
• Reverse Caller Lookup: Displays the caller name and business unit using the company Phone Directory.
• Multi Site Replication: Using queued replication, you can record many network partitions and centralize recordings at the HQ. Recording and replication survive a downed WAN link.
• Specialized Speech Compression lowers the storage requirements 8 times over MP3 and allows 18,000 hours of phone calls storage on one 120 GB hard drive.
• Call History: Follow a call as it is transferred, put on hold or parked.
• Audit Replays: Prevent recordings abuse by browsing the list of accesses to a call.
• XML Phone Service: Handily review your past calls from your XML enabled phone (Cisco IP Phones 7940, 7960 & 7970). Authenticate, Browse, Play, Rewind, e-mail, mark important. You can also assign calls to folders.
• Access Control Lists: Fine grained permission system to allow listening and acting on calls.
• Automatic Software U
• Try Before You Buy: Download a fully-featured evaluation version with a friendly configuration wizard from www.call-replay.com

2 - What's New

Please refer to the Release Notes chapter for more details.

3 - Requirements

Hardware Requirements

Server

• Virtual Machines: VMs are supported in all recording modes. Forked Recording mode works directly, while SPAN recording requires additional configuration to enable network cards to work in promiscuous mode.
• CPU: any modern quad core CPU will support 200+ simultaneous calls, the limits are in the RAM and disk IO subsystems. For virtual CPUs please multiply the number with 1.5, ie the minimum configuration for a VM should be 6 vCPUs or 10 for larger configurations.
• RAM: 8 GB of RAM for the system + 1GB for each million call records stored in the database. For example, if you intend to store 2 million calls in the database, provision at least 10GB of RAM for the server.
• Storage: audio compression rate of 1.7 KB/s means that each GB on the drive can keep about 160 hours of recordings (voice compression is 8 times better than MP3). That is, you can keep 96,000 calls of 10 minutes on one 100 GB HDD. One month of typical call center recordings (160,000 calls) takes about 55 GB.

Network

SPAN recording requires:

• Managed network switch with port-mirroring capability (SPAN)
• At least two network interface cards are required on the recording server, one for each monitored switch, and another for the site (a monitoring port can only receive packets). Using one interface card is possible, but the administration site will only be accessible from the physical console.

Forked recording requires:

• One network interface card on the recording server, for administration site and recording
• Cisco CallManager platforms newer than 5.0. For Cisco CallManager Express please use SPAN recording.
• Selected Cisco phone models.

Software Requirements

Server Side

• Operating System: Any Windows Server. Desktop Windows OSes (Professional, XP, Vista, 7, 10) can also be used, but TCP connection on these platforms are limited to 10 simultaneous sessions, limiting the number of users which can replay calls using the web site or a phone service.

  Firewall The Windows Firewall must be completely disabled in order to not block RTP packets, which use dynamically allocated ports

Important

It is recommended not to run any other server software on a production recording server! Call recording is essentially real-time. Failing to keep up with the traffic can result in lost calls. Other software can unpredictably use critical processor and memory resources which are necessary for packet capture. The application allocates computing resources according to priorities so an uncontrolled processing spike of another program may disrupt recording.

Warning

Most ANTIVIRUS software brands are incompatible with CallReplay for the following reasons:

1. CallReplay has many hundreds of megabytes of executable JAR archives, which are scanned by AV at every service restart. Many times the service times out before it can report succes because the AV tries to scan every JAR file.
2. The recorder software writes and manages hundreds of GBs of audio data. Scanning the recorded data by AV is tremendously slow and resource consuming.
3. Some AV offer active network protection and block or disable the incoming SIP and RTP connections.

We cannot offer support for any problem caused by the interaction with AVs

Client Side

•  Any operating system, with an ever green browser for example Chrome, Firefox or Microsoft Edge (Chromium based).

4 - Specifications

Editions

There are two CallReplay^TM editions available: Evaluation and Production.

The Production edition is commercial and provides all the outstanding features packaged into an easy to install kit. The Evaluation edition is a 30 calendar days time limited version (or based on license granted), that contains all the benefits available for Production edition.

If you want an evaluation license, you can request it via email from info@call-replay.com or http://call-replay.com/go/contact.

You can find the latest versions of CallReplay^TM including the Evaluation edition on our website at CallReplay Download{.external-link} page.

Technical Specification