Avaya Single Step Conference (SSC)
CallCopy can use the Avaya TSAPI Single Step Conference (SSC) feature to join our cc: Voice recorder to your agents' calls. Information such as calling party number (ANI, similar to caller ID), called party number (DNIS), hunt and skill groups, and splits are obtained through the TSAPI event reports. This information can be used to trigger specific recording or storage rules, and it can be associated with the recordings for more effective search and retrieval.
CallCopy uses the Avaya Application Enablement Services (AES) Telephony Services Application Programming Interface (TSAPI) service to query and monitor inbound and outbound calls managed through the Avaya Communication Manager ACD/PBX. Upon notification of an established call, CallCopy matches the call event data to our scheduling and recording modules, adding a voice recording channel to the call to obtain the audio streams.
Overview
- Blended VoIP and TDM recording available
- TSAPI required
- Capure call information such as Agent, Queue, Split/Skill, ANI & DNIS
The voice recorders are administered as line-side DS1 stations on Avaya Communication Manager that terminates to CallCopy. There is a physical connection between the TN464 DS1 Interface card in Avaya Communication Manager and the Terminate T1/E1 card in CallCopy.
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