Visit the Apresa product page for a quick overview of the features of the Apresa.
Apart from being a reliable recording system that will record the calls with all available data, the Apresa is fitted with a number of features needed in most recording applications.
Access to the recordings
The recordings are stored on the Apresa system and can be accessed through a web-browser. The user interface of the Apresa is protected by a username and password for each user. The permissions for each user can be set, to make sure he or she can only access recordings when allowed to.
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 it a also possible to use the Apresa itself to access the recordings without the need for a LAN connection.
The main screen shows the list of recordings that are accessible by the user that is logged in.
Buttons that apply to the list of recordings:
|Search||Search for a recording in the list.|
|Export table to CSV||Export the list of recordings.|
Buttons that apply to the selected recording(s):
|Play||Play the selected recording.|
|Download recording||Download the selected recording.|
|Download screen recording.||Download screen recording if the selected call contains one.|
|E-mail the selected recording.|
|Delete||Delete the selected recording.|
|Delete (greyed out)||The user doesn’t have permission to delete the recording.|
You can select multiple recordings. If a button is greyed out, the option is not available for the selected recording.
Download and play recordings
You can playback the recordings inside the web page. Click on the waveform to skip through the conversation.
You can download a recording to your pc using the download button. If you enabled the option “Convert to MP3 for download” the recording will be converted to MP3 format for download (leaving the original unmodified).
Recordings can be searched by all parameters known about a call. These can be date, time, duration, dialed numbers, CLID, 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.
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 “success” in the note field. This can be saved under a one click search option.
Key benefits: Quick and easy filtering options, consistent search queries for better comparison.
If wanted or needed the Apresa 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.
Apresa Call Monitor
Included in the delivery of the Apresa 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.
Install the Apresa Call Monitor on your PC. Fill in your credentials and the IP address of the Apresa. If the permissions are set correctly, the supervisor has access to the active calls via the Apresa Call Monitor.
Apresa Client software
Also included is the Apresa 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.
The Apresa is compatible with many VoIP protocols like SIP, H323, Siemens HFA, Avaya, AASTRA, Ericsson, UniStim (Nortel), H.248 Megaco, Cisco SCCP (Skinny), Skype for Business Server 2015 and others. The Apresa is also compatible with many TDM Digital protocols.
Installed cards on an Apresa system for recording from Digital TDM and analog telephone lines.
Integration with other systems (Apresa API)
In many cases (compliance recording, security) using the Apresa as a standalone solution is enough. For this reason the Apresa 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 Apresa 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. In some cases the Apresa 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 Apresa 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. Active recording is only available for some supported PBXs. Contact us for more information.
Mobile Phone Recording
Recording mobile phones is sometimes just as important or needed as recording landlines or radio traffic. The Apresa supports several technologies suited for recording mobile phones:
• Record & Store; the phone records the call and uploads it to the Apresa to be stored.
• Record Direct; the call is routed through the Apresa Server to be recorded.
There is a variety of phone models and operating systems. Some of them require separate solutions. Contact us for the possibilities.
Enterprise Recording setup (multiple locations)
If recordings need to be made in multiple locations, the Apresa recorders can be put into an Enterprise setup. This means the recordings will be made locally, but will be transferred into a centralised database / storage for easy access and archiving.
Support & Upgrades
The Apresa system is a continuously evolving system. Vidicode’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. To receive updates, you’ll need a Support & Upgrade license. This is applicable as of the second year after purchase. The first year is free.
Upgrading and updating the Apresa can be done online or offline using the webinterface.
Users and User Groups
In the Apresa system, you can define Users and User groups. This makes it easier to manage the recordings and to assign the proper permissions. Different users, and different user groups, can have different permissions.
The Apresa supports multi-tenancy. This can be used by a Call Recording Provider, who offers hosting to multiple organizations called tenants of the Apresa system. A User Group can be set up as a Tenant, with its own dedicated share of the system. The recordings of Tenants are logically separated. Tenants can have a number of separate options applied to their data.
There are many reasons why it is important to know which employee has made a certain telephone call.
When a company uses free-seating, employees don’t have a fixed seat. For example, a seat consists of a PC and a telephone. The other employees work during other shifts or they have chosen other seats to work from.
The Apresa will try to detect which user is working at a seat when a phone call is made, and store this information in the Apresa database.
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.
Key benefits: adds information to a recorded call, presented visually.
Install the Apresa Client on the PC of the user, and create a corresponding user account on the Apresa. When creating the new account, also specify the telephone or telephones that belong to the user. Calls that involve these telephones, are reported to the Apresa Client, to trigger, for example, screen recording.
The “Screen recording” option must be enabled in the Options of the Apresa. Screen recording starts when a call is initiated or received, and stops when the call stops. The screen recording is then uploaded from the user’s PC to the Apresa server. You can download the screen recording of a call in the Apresa web interface, using the ‘Download screen recording’ button.
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.
Key benefits: Security and safety without compromising privacy.
Enable store on demand, either for the whole system in the Recording settings, or for some User accounts.
In System settings, Dial code tab, specify a dial code (e.g. *9), and as action choose “Store this call”.
Then during a call, press the configured dial code (e.g. *9) to have the recording stored. Otherwise, it will be deleted.
Recording 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.
Key benefits: Sales calls, compliance regulations.
You can enable Recording on demand for every call or for every call that matches a filter. Recording on demand can also be defined on user level.
When you use Recording on demand, you need to set dial codes. Then you can start and stop a recording by pressing keys on your telephone. The dial code action “Start recording” will start the recording of a call that is configured to be recorded on demand, but is currently not yet recorded. The recording will continue until the end of the call, or until the “Stop recording” dial code action is performed.
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.
Key benefits: Compliance needed for credit card payments by phone, solves privacy issues.
Find the Silence on Demand option in the Recording Settings of the Options menu.
Choose “All”, “Only that match the filter” or “Define at user level”. When you choose “Only that match the filter” you can specify the telephone numbers that will use the Silence on Demand option. Click the Apply button at the bottom of the page.
Fill in the dial codes in Dial Code tab of the System Settings. Click the apply button.
You can specify the retention period of telephone calls. Calls older than a certain number of days will be deleted automatically.
Note editing during or after conversation
During or after a call the user can type a note or comment. This note will be saved together with the call in the Apresa database. These notes can later be used in the search filter.
Users can add comments while calling without the need to access the Apresa web interface, because they can use the Apresa Client for this, running on their PCs.
Statistics for analysis
Various graphs are available in the Apresa 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.
Key benefits: Creating insight in the business communication with regards to time, costs and workload.
Loud voice 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. The function is available for Digital TDM and analog cards.
If loud talking is detected, the following is done:
• The call is marked with the category 1 (color red).
• An email is sent to the administrator email address with the details of the call.
Key benefits: Saving valuable time by automatically tagging calls to be evaluated.
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.
Key benefits: Securing recordings for legal purposes.
|Full disk encryption can be chosen during installation. This will encrypt everything on the hard disk except the boot sector. When the pass phrase is lost, you cannot recover the data or even start the Apresa system.
When data is accessed using the web interface, the data is sent in decrypted form. In order to secure this communication, consider using HTTPS, because HTTPS encrypts the connection between the user of the web interface (listening to the recordings) and the Apresa system (where the recordings are stored).
The Apresa also supports the encryption of call content. This encrypts all audio and video content. When these encrypted files are exported using backup, they will remain encrypted during transit, and therefore they will remain encrypted in the backup as well. The “Encryption of call content” option can be switched on and off in the web interface. Call meta data, such as telephone numbers and call duration, will not be encrypted in this case.
Key benefits of encryption: Securing recordings against unwanted access and protecting privacy.
Automatic backup to external media
The Apresa can automatically back-up the recordings to an external network storage device, thus preventing data-loss in case of problems.
Key benefits: Back-up of important data, securing against data-loss, compliance.
You can specify the retention period for the backup. In this example, recordings older than 90 days will be deleted from the backup.
Automatic system check
Crucial features and hardware of the Apresa are automatically checked, resulting in an alarm e-mail notification to a system administrator and / or (optionally) an audio/visual warning. The Apresa is able to send alarm messages and other notifications via SNMP.
Key benefits: In case of errors or potential predictive problems the administrator can take immediate action, preventing or minimizing downtime.
You can view the system health on a page in the webinterface.
The Apresa rack server optionally features redundant power supply, RAID 1 and RAID 10, to improve the reliability of the call recording system.
This is an optional feature you can purchase separately. When this feature is activated, the evaluation software in the Apresa allows the users to create custom-made score sheets in the system and evaluate calls by agent and projects. Reports can be generated per agent or project.
Key benefit: Quality monitoring and improvement tool for Call Centre supervisors.
The Apresa software runs under the Linux Debian operating system. Installing the Apresa is mainly done by resellers, according to your wishes and the requirements of your environment. Contact Vidicode for more information.