Frequently Asked Questions about Call Center Software by CallCopy -CallCopy.com

No, cc: Screen desktop screen recording will not cause a noticeable slowdown in PC performance. While other companies license their screen capture technologies from third parties, CallCopy developed our own screen capture application, including our CPU-Sensor®. The CPU-Sensor® monitors system resources, automatically adjusting the rate at which screen data is captured to optimize performance. For example, if a memory intensive application is being loaded, the screen capture rate will slow down to allow the system to load the application as quickly as possible.

Does cc: Screen record dual-monitor PCs?

Yes, cc: Screen is able to record Windows® PCs with dual monitors.

Does cc: Screen record desktops in a thin-client desktop environment (e.g. terminal services, Citrix)?

Yes, cc: Screen is able to record desktops in a thin-client environment.

Can I log calls from one workgroup and randomly record calls from another group in the same recording system?

Yes, cc: Voice supports multiple types of audio recording in a single system. For example, you can get 100% call logging for one workgroup while randomly recording calls for another workgroup. Our sales team will work with you to assess your business needs and recommend the best system configuration.

How is cc: Discover priced?

Our pricing structure is formulated to enable you to gain the maximum value from each component in the cc: Discover suite. You can pick and choose from our many modules, building on your system at a rate the meets the demands of your business and your budget.

cc: Voice and cc: Screen are both licensed according to the total recording capacity for the system. cc: Voice is licensed based on the number of telephones you need to record, and cc: Screen is licensed based on the number of PCs you need to record.

cc: Quality comes standard with every recording system, providing full quality-management components with no restrictions on concurrent users.

cc: Survey is licensed based on the number of concurrent surveys supported in the system, with a minimum of 12 concurrent surveys.

The cc: API/SDK is available with all systems at no additional charge.

Can I add my own data to the call records?

Yes, you can use the cc: API/SDK to add your custom data to each call record. For example, you may want to add a case number from a CRM record, or an account number collected in an IVR application. You can conduct advanced searches based on your custom data, and even create recording schedules based on your custom data. The cc: API/SDK is included with every system license, so there are no additional costs for the ability to integrate cc: Discover with your other systems.

The cc: API/SDK uses XML scripting to exchange data with virtually any application that can communicate via TCP/IP. It is a powerful tool, giving you the ability to maximize the investments in all of your technologies by integrating them.

Can I create custom reports?

Yes, we provide an ODBC connection to the cc: Discover database. You can use the cc: API/SDK to exchange data between cc: Discover and other systems in your enterprise.

Can I create my own triggers to start and stop recording?

Yes, cc: On-Demand can be automated using the cc: API/SDK. For instance, the API may be used to automatically initiate recording based on an account number collected in the IVR, or when an agent accesses a certain field in a CRM application.

Can I export more than one record at a time?

Yes, cc: Discover allows you to export recordings in batches. Simply pull up your desired list of calls and select the call or calls you wish to export.

You have the option to export records to a local disk, to an email address you specify, or to an FTP server. You can also select the format for the exported records, including .wav, .vox, .mp3, .avi, and our proprietary CallCopy Audio/Video format (.cav). If you use the .cav format, you have the option to password-protect and encrypt each record, ensuring the integrity of your data after it has left our system.

How are exported records secured?

The first layer of security in the exporting feature is in user permissioning. Each user has a set of permissions assigned to their profile, configurable through the web-based cc: Admin portal. Among the user permissions is the ability to export records. If you have a user, or user group, who should not export records, simply remove that option from the user or group profile.

You will also have the option to password-protect and/or encrypt the files if you have selected to export records in our proprietary CallCopy Audio/Video format (.cav). All .cav files can be played using our free stand-alone player. The encryption standard used is the Rijndael (pronounced ‘rain-doll’) algorithm. The Rijndael algorithm was selected as its standard by the National Institute of Standards and Technology (NIST) of the U.S. Department of Commerce. (The final selection was made from a group of five algorithms, including one called MARS from a large research team at IBM.)

Password protection and encryption are not available when exporting files in common files formats (.wav, .mp3, and .vox). We urge caution in using these file formats for exporting; while convenient, they cannot be reasonably secured. If your recordings contain confidential information, you should carefully weigh your options before choosing an exporting format.

Do you have a web-based client?

Yes, cc: Discover features a web-based administrative portal and a web-based client for end-user playback.

Does cc: Voice record VoIP telephones?

Yes, cc: Voice can record VoIP telephones. The following VoIP protocols are supported by passively sniffing for traffic on your voice network: SIP, Skinny, H.323, and UNIStim. Other protocols, such as MGCP, may be supported through media redirection depending on the type of ACD/PBX you use. cc: Discover supports the G.711 and G.729 codecs.

With what ACD/PBX switches are you integrated?

cc: Voice is compatible with the following telephones and/or ACD/PBX platforms:

Avaya

Siemens

Cisco

Nortel

Alcatel

Aspect

Bosch

Comdiale

Inter-tel

Mitel

Philips

Rockwell

ShoreTel

ADS

Panasonic

eOn

Toshiba

Tadiran

NEC

Ericsson

Fujitsu

Telrad

What type of hardware is needed to install cc: Discover?

The hardware requirements for the cc: Discover system vary depending on the type of recording and the size of the system. Hardware consists of, at a minimum, a dedicated server. Additional hardware costs for the cc: Discover may include voice boards and cabling.

Please contact us to learn more about hardware requirements specific to your business needs.

Why are cc: Voice telephone recording schedules unique?

cc: Discover's scheduling application allows you to set a priority for each schedule in the system, and you can create multiple schedules. Furthermore, each schedule can include multiple business rules including:

Date and time
Call direction (inbound or outbound)
Call length
Queue
Work group/Hunt group
Phone
Phone login
Caller ID (ANI)
Number dialed (DNIS)
Custom data you add through the cc: Discover API (such as CRM data or information collected through an IVR)

Each recording schedule can have different rules for length of time to store the records online or in an archive, and you can specify different storage units for calls matching each schedule.

Can I create multiple recording schedules based on my unique business rules?

Yes, the cc: Discover recording applications can include multiple business rules on each schedule, and multiple schedules can be set up. The business rules available in scheduling include:

Date and time
Call direction (inbound or outbound)
Call length
Queue
Work group/Hunt group
Phone
Phone login
Caller ID (ANI)
Number dialed (DNIS)

Custom data you add through the cc: API/SDK (such as CRM data or information collected through an IVR)

Does cc: Voice support random recording?

Yes, cc: Voice and cc: Screen both support random recording, on-demand recording, and full call logging. All of these features can be accommodated within a single installed system.

Does cc: Discover include on-demand recording?

Yes, cc: On-Demand is available with every recording system.

Does cc: Voice support call logging (100% recording)?

Yes, cc: Voice supports random recording, on-demand recording, and full call logging (100% recording). All of these features can be accommodated within a single installed system.

What makes cc: Discover more user-friendly than the other applications?

The initial design for cc: Discover began with user focus groups at an outsourced call center. Agents, quality managers, trainers, supervisors, and call center directors were polled on the features they used most or wished they had in a quality management/recording system. Because the focus groups were in an outsourced call center, we were able to get input from users with a very diverse set of needs. The feature requests came from personnel who use sales programs, technical support programs, and customer service programs. Directors for small accounts with a dozen calls per day had input, as did directors working with Fortune 100 companies handling thousands of calls per day, managing programs that spanned multiple facilities.

By pulling feature requests from such a vast audience, we were able to build an application that is flexible enough to suit virtually any contact center environment. As the application took shape, the users who provided input on features also gave input on design. We wanted to make sure that with the wide range of features available in the system, the user interface remained simple to navigate and learn.

The result is a design that is so intuitive many users have said they didn't need any training at all. One feature that contributes to this is our terminology editor. It seems every call center uses different terms for common things: an Agent may also be called a CSR, a TSR, or an Associate. A Queue may be referred to as a Split, an Application, a Vector, or a Gate. With our terminology editor you can customize these and other terms that are displayed in cc: Discover. As a result, your staff will see the terms they are familiar with. This greatly reduces the learning curve and provides a more immediate fit into your operating environment.

What distributor or reseller programs do you offer?

CallCopy offers three levels of engagement for our channel partners: Referral Agent, Distributor, and OEM.
Whatever the level of engagement, we provide you with the tools to make the job as easy as possible for your sales and support teams. We work closely with you to ensure you are successful and your customers are satisfied.

Please contact us to learn more about our channel partner programs.