Microsoft Lync Call Recording - Microsoft Lync Solution - Microsoft Unified Communications Call Recording Solution
Enghouse Interactive Quality Management Suite (formerly CallRex) software enhances the value of Microsoft Lync unified communications solutions by bringing IP voice recording to the desktop and extending compliance, training and productivity benefits to companies of all sizes.
Capture critical inbound and outbound calls that come through the Microsoft Lync clients along with any other device managed through the Lync Server using Enghouse Interactive Call Recording software. Even the interactions for those who work remotely on network controlled mobile devices can be recorded. Call Recording makes it easy to leverage your investments in your Lync Server infrastructure to create a high quality and regulatory compliant call center.
Quality Management Suite™ software enables businesses to implement Microsoft Unified Communications while maintaining and extending their call recording and monitoring business processes. The value of Lync is extended by Quality Management Suite because recorded calls are accessible at the desktop. For example, Microsoft Lync users can link recorded calls from the Quality Management Suite to customer records in Microsoft Dynamics CRM. In addition, call recording and monitoring features can be integrated with business applications via the Quality Management API.
Enghouse Interactive Call Recording software has completed extensive testing with Microsoft Corp. to qualify with Microsoft Lync 2010. Now businesses using Microsoft Lync 2010 can be further assured that there is a cost-effective, yet feature-rich, recording choice for their quality management and compliance needs.
The Microsoft Lync ISV Qualification Program is a rigorous testing process for Independent Software Vendors developing solutions for use with Microsoft Lync 2010. Qualification testing focuses on completeness of features, ease of deployment, API utilization, and system performance and stability.Learn more.
Multiple Lync Integration Options
Call Recording accommodates your business infrastructure environments by offering multiple integrations methods for Microsoft Lync systems. Passive server-side or client-side network monitoring, as well as active conference-based call recording, is supported by Call Recording. When required, a hybrid combination of the integration options can be employed to suit your business needs
Both Quality Management Suite and Microsoft OCS utilize VoIP and SIP technology. In an Office Communicator Server environment, Quality Management Suite records calls on the edge of the system. Call traffic from both soft phones and Office Communicator-enabled hard phones (Tanjay) can be recorded by Quality Management Suite software. Utilizing a background process, Quality Management Suite collects audio packets and sends the information to the Quality Management Server. Call signaling information is collected from the Office Communicator Server by Quality Management Suite using a plug-in that acts as a SIP filter, sending the appropriate call data to the Quality Management server.
Support for Native Microsoft RTAudio
Call Recording supports the preferred Microsoft multi-rate, sub-band audio codec, Real-time (RT) Audio. RTAudio is the preferred Microsoft® Real-Time audio codec and is the default codec for Microsoft's Unified Communications platforms. Designed with quality of service for VoIP communications in mind RTAudio is capable of wide-band and narrow-band encoding. RTAudio also has a built-in network aware Forward Error Correction method that optimizes the bit rate transmission for the best possible quality depending on network conditions.
Record Encrypted Audio Traffic
Call Recording for Microsoft Lync allows users to record call traffic that has been encrypted with Secure Real-time Transport Protocol (SRTP), allowing companies to take advantage of the call encryption features built-in to the Microsoft unified communications solution while also reaping the benefits of call recording for their business.
Click the image above to view a larger image of the Call Recording for Microsoft Lync diagram.
Learn more about contact center optimization solutions from Enghouse Interactive:
- Enghouse Interactive Quality Management Suite: quality monitoring and quality management suite
- Enghouse Interactive Call Recording: IP call recording and monitoring software
- Enghouse Interactive Computer Recording: computer recording & monitoring
- Enghouse Interactive Agent Evaluation: call scoring, measurement & reporting