Call Center

Conference Record and Replay

The Callfinity Conference Record and Replay server records conference calls and makes them available for replay via telephone and web. It is installed as a stand-alone server product alongside existing conference bridges. Because of their highly scalable and flexible architecture, all Callfinity products are available as both single-box deployments within an enterprise and as a fully fault-tolerant, multi-server implementation within a service provider's data center.

The Callfinity Conference Record and Replay product is licensed as a complete solution including both hardware and software. Implementation assistance, customized integration services and extended-hours support are also offered and pricing is available on request. The Conference Record and Replay server is priced "per port", or by the number of simultaneous recording and phone or web-replay sessions. The Web Collaboration module enables synchronized recordings of complete web collaboration sessions and is available as an optional component.

The Callfinity Conference Record and Replay server is deployed on the network and connected to the conference bridge using T1 or E1 lines. The conference bridge identifies that a call needs to be recorded (by receiving a DTMF string from the conference organizer (e.g. *7), and is programmed to dial out to the Conference Record and Replay server and conference it into the call. At any point that the Conference Bridge detects the DTMF string for recording, it will simply send a DTMF command to the Conference Record and Replay server which instructs it to toggle between record and pause. The Callfinity Record and Replay server will record all components of the conversation until the termination of the call, or until it receives a command to stop / pause the recording. Once the call recording is complete, the Conference Record and Replay server will send an email to the conference organizer providing them with a replay code. The replay code is a unique identifier of the call and is used to retrieve the call for replay via the phone or the web. The coordinator is then able to selectively distribute this information.

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Users are able to log into their account over the web to view, replay and manage all of their recordings. Recordings can be made available for limited periods of time, attendee lists can be manually transcribed from the recorded audio (taken at the time the listener joined the call) or, in a service provider implementation, users can order enhanced services such as CD copies, translations, or transcripts of the recording.

Web Collaboration Module

The Web Collaboration module for the Callfinity Conference Record and Replay product integrates with an extensive collection of web collaboration services to enable the recording and replay of web collaboration sessions including slides, whiteboard annotations, chat, and attendance information and synchronizes this with the recorded audio for playback. The BYO Conference Record and Replay server currently integrates with Microsoft Live Meeting and Webex. The open API allows for simple extensions to integrate with other on-premise collaboration solutions including Spectel DataXchange, Polycom WebOffice and others

The Web Collaboration module is installed on the Callfinity Conference Record and Replay server or on separate servers connected to the Conference Record and Replay servers. The servers running the Web Collaboration module have access to the internet for Microsoft Live Meeting or WebEx integration.

A recording for a web collaboration meeting is normally triggered by the conference organizer selecting an on-screen "Record" button from within the application which subsequently prompts for the audio attendance information for the call. The Conference Record and Replay server then uses this audio attendance information to join the conference call as a participant and begins recording both the audio and the conference related screen activity as seen by any live participant. The Web Collaboration module will capture all aspects of the online session including attendance information, chat, shared applications and the whiteboard.

Users who view a Collaboration session will be provided an exact representation of the original conference as seen and heard by the original conference attendees. They will be able to view all on-screen presentations and discussions that took place as well as hear a perfectly synchronized audio recording of the call. Both the audio and visual replay are made over the web and presented in Windows Media Player as a streaming video.

Recording Features

Replay Features

System Features
  • Record any conference call on any approved bridge
  • Pause and resume recording (controlled by chairperson or operator)
  • Record all web collaboration from Microsoft Live Meeting, Webex *
  • On-screen controls for managing the recording process *
  • Extensive API's enable simple integration to other Collaboration products *
  • Fast Forward, Rewind, Pause, and Resume playback via telephone or the web
  • Optional collection of listener information via phone or web
  • Synchronized audio and video playback of web collaboration, via the web *
  • Distribute access to recordings easily and simply
  • Replay audio elements of calls via the phone and provide the complete collaboration session via the web
  • Web services integration to back-end systems, including HR & Billing
  • Easily customized prompts and call flow
  • Completely customizable web interfaces facilitate private branding
  • Advanced logging and audit trails
  • Customer web administration center to manage recordings and replays
* Requires Web Collaboration Module

Quick Feature List

  • Integrates with your existing conferencing bridge.
  • Expandable and customizable to fit your business.
  • Compatible with operator-assisted and reservationless conference calls.
  • Recordings available in standard wav or mp3 format.
  • Includes extensive logging and monitoring tools.

For more information on our Conference Record and Replay product for service providers and enterprises, please click here for contact information.