Call Logger

LINKS VOICE LOGGER is a multi-channel voice-logging tool that works in cohesion with audio channels, IP, analog and digital telephone lines. LINKS Voice Logger helps in improving customer service by enabling your support staff and supervisors to review the actual telephone conversation with your customer, ensuring that you can immediately address pending issues quickly and fairly.

Voice logs can be used to implement personnel performance reviews, perform self-appraisal and can be used to train customer support staff to handle calls in difficult situations.

Monitoring performance of support personnel helps in the implementation of company quality assurance standards. The knowledge that business conversations are logged ensures that your support staff complies with the company guidelines on how to interact with customers. The presence of voice logs also ensures that records are maintained for resolving customer grievances and disputes.

A Voice Logger logs the call channeled through an analog trunk line or its extension in addition to keeping track of the caller Id, call duration and other such details. The logger is capable of monitoring and recording trunk-side, extension-side or both sides voice.

Now, LINKS offers the facility to choose between a USB-based or voice card based analog voice logger. USB-based analog loggers are developed and supported by LINKS whereas analog voice cards manufactured by Ai-Logix are used in Voice card based LINKS Voice Loggers.

LINKS' specialization in cutting edge technology ensures the recording of trunk lines or extensions alone or a combination of both. A pictorial representation of trunk side monitoring of the LINKS Voice Logger is depicted below.

According to the requirements, you can connect the voice logger to the system and monitor any analog (trunk or extension side) line. For logging extensions, LINKS Voice Logger has to be connected as shown below.

 

Just like the other models of LINKS, analog model is also a passive logger that does not tamper with the voice quality or the signaling system. Again, no change is required in the existing system configuration to install this model of the logging system.

Apart from hardware, LINKS Voice Logging Solution software needs to be loaded to generate the reports and details of logging. For the same, we require an ordinary PC with 2+ GHz processor capability and at least 80GB hard disk storage space to store the voice logs. Windows XP Professional/2000/2003 Server operating system with a minimum of 512 MB RAM is required for proper functioning of the system. A CD/DVD writer avails to store backups whereas a Network Interface Card serves to access remotely the browser-based interface