VoIP Recording
IP Telephony represents the next great evolution in contact center communications. Mercom Audiolog ™ IP Recording Server supports direct VoIP recording for contact centers that utilize the leading IP solutions, including those by Cisco, Avaya, Nortel, Genesys, Alcatel and NEC (In addition, we support H.323 protocol systems). Mercom Audiolog IP Recording Server receives, records, and archives Agents' VoIP audio. The same agent and call events can be used to drive advanced Mercom recording applications including Mercom IRIS Scheduler, criteria-based recording, and Mercom Screen Recording. Mercom Audiolog IP Recording Server is designed to enable compliance-based (full-time) recording, criteria-driven recording (for example, recording calls from particular DNIS), as well as quality-focused (part-time sampling) recording.

CTI-based Recording
Mercom's IRIS Scheduler provides total control of Audiolog voice and screen recording. IRIS Scheduler allows you to assign profiles to groups of agents that are used to determine the type of calls to be recorded based on call information received from the CTI (Computer Telephony Integration) link. You can selectively record calls by CTI criteria filtering that includes: incoming / outgoing calls, internal / external calls, CLID, DNIS, and Routes.

IRIS allows you to define rules for the percentages of calls matching the assigned criteria to be recorded and optionally the percentage to be flagged for evaluation with Mercom Interaction Quality.

Customer Application-Driven Recording
Mercom's Recorder Application Programming Interface ActiveX control ( RAPI-X ) enables custom integration and control of Audiolog by your software developers. Among other things, developers using C++ or Visual Basic can easily integrate the core functions of Mercom's products (call recording, database search, and playback) into your center's primary business applications, enabling customizable call center software to dynamically control start and stop of recording for each Agent, and to attach transaction-specific data to each recording (such as customer account number or identifier). Other functions supported include performing "free seating" functions (Agent log-on and log-off), database query functions, and data insertion functions.

Note: "free seating" can be done through the telephone system log-in without the use of RAPI-X when equipped with CTI.

Agent-Initiated Recording
Mercom's Record-on-Demand Network Interface application ( RODNI ) allows individual agents to start and stop Audiolog recordings of their telephone conversations from their Microsoft® Windows® desktop. Optionally, RODNI can also start and stop recordings of activities on their computer screen, and allow agents to tag recordings with call specific information.

Trunked Radio Recording
Mercom's optimized trunk radio recorders are engineered to handle the highest PTT rates, and let you quickly and easily locate and replay incidents by talkgroup and radio ID. Through tightly-coupled integration with leading trunked radio systems, Mercom efficiently records and stores both trunked and conventional transmissions. Call takers and administrators can tag calls and insert notes for easy retrieval and future searches.