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Functionality
General functionality
Can calls be played back via telephone, PC speakers or remotely over the LAN?
Veritape CallCentre stores calls digitally, and these can be retrieved and played at any location on the LAN on which our call retrieval and playback software Veritape Manager is installed.
Does Veritape CallCentre support "Black" and "White" recording lists (which would allow staff not to be recorded on certain calls)?
There are two ways in which Veritape supports this feature. Firstly, if your telephone switch is 3rd-party TAPI enabled, Veritape supports selective recording, whereby calls to particular numbers will not be recorded. Secondly, with the addition of the optional data integration module, external CRM/software packages can actually dictate which calls are (or are not) recorded. (And also note that this applies to portions of a call too - your CRM application can 'drive' Veritape's call recording to start/stop as appropriate.)
How many calls can be played back at the same time?
Calls recorded using Veritape CallCentre can be accessed from any location in which our Veritape Manager component is installed. There is no limit to the number of copies of Veritape Manager which can be installed, and all are capable of retrieving and playing calls simultaneously. Calls can be located and played at any time.
Does Veritape CallCentre allow for calls to be listened to in real time (i.e. as the call is actually taking place)?
Veritape CallCentre does not achieve this functionality in its default installation. However:
- most telephone switches allow for real-time monitoring of any extension through a 'master turret' or similar, and you may well be able to achieve this through your existing telephone system
- calls recorded using Veritape CallCentre are typically available for review/listening within 60 seconds of the call ending.
If real-time monitoring is not possible using your existing telephone switch, and this forms a vital requirement for your call recording system, Veritape can provide it through our software for an additional fee.
Does Veritape CallCentre include a call coaching, or call scoring facility?
Yes - please see our call scoring page for more information.
Call Archiving (Long-term storage)
What archiving processes does Veritape CallCentre have?
Veritape Manager includes fully automated archiving to DVD, CD, DAT or any other archiving device you wish to use.
How does Veritape CallCentre's archiving system work?
Once recorded locally, Veritape CallCentre automatically moves calls to the hard disk of a central storage location. Archiving is automatically handled by our Veritape Manager software, which allows pre-set archiving limits such as:
- archive all calls older than a certain age (such as every call older than 3 months, for example), or
- if the storage location reaches 90% full, archive the oldest calls until the storage location is 70% full (to automatically keep the storage location with enough space available for "live" calls)
Archiving is performed to an existing archive device, such as DVD-ROMs, to keep the cost down. We work with our customers to ensure that they can use existing archiving methods, and Veritape Manager is capable of supporting any archive method.
Please see the Veritape Manager archiving page for more information.
How long can we keep calls 'live' before they can be archived?
As long as you wish - although it will depend on the amount of storage space you have available on your central file storage device, and the volume of calls you record.
How long can we keep calls once they have been archived?
As long as your archive media contain the recorded calls, they will still be accessible through Veritape Manager.
Does Veritape Manager have a web-based, LAN, or stand alone PC call search function?
Veritape Manager is the call retrieval and playback module. It can be installed at any location on your LAN or WAN, and therefore calls can searched from any location.
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