Workforce Optimization Software Frequently Asked Questions

Telrex offers workforce optimization software for IP and IP-enabled telephone systems. In order to better serve you, we have compiled the following list of frequently asked questions. If your questions are not addressed here or you need additional information about our contact center optimization software, feel free to contact your Telrex account representative.

Agent Evaluation | Call Recording | Evaluation Software | Installation & Training
Software Licensing | Speech Analytics | Workforce Management

Agent Evaluation

I already have call recording software at my company, may I purchase CallRex Agent Evaluation software separately?

Yes, CallRex Agent Evaluation software is available as a stand-alone product. You can purchase CallRex Agent Evaluation software solution without purchasing CallRex Call Recording. Contact your Telrex account representative to discuss your call scoring and agent coaching requirements.

Call Recording

Is Telrex's call recording and monitoring software supported on my telephone system?

CallRex Call Recording is an ideal call recording software solution for a variety of softswitch and IP-PBX platforms. Telrex has partnered with a variety of IP-PBX providers to ensure interoperability; view a complete list of IP-PBX integration partners.

I have multiple sites that require call recording. Does CallRex support multiple site installations?

Yes, CallRex will support multi-site installations. CallRex features an innovative distributed-services software architecture for enterprise scalability, high reliability, and ease of use. Learn more about the CallRex call recording software architecture.

Can I use my digital or analog telephones with CallRex Call Recording software?

CallRex Call Recording software exclusively supports recording of IP telephones on IP and IP-enabled systems.

Does Telrex provide hardware for my call recording installation?

CallRex is a software-only solution. Customers need to purchase the required servers and networking hardware separately. View the server specifications for CallRex. For assistance in identifying an appropriate telephony reseller, contact your Telrex account representative.

Evaluation Software

What is required to receive free evaluation software?

CallRex Call Recording software requires a dedicated server and data switches with port mirroring to run properly. View the complete call recording server specifications, and contact your Telrex account representative to discuss your current telephony environment.

I would be interested in evaluating CallRex software. How do I request an evaluation?

Telrex offers qualified customers and prospects the opportunity to evaluate our software within their network environment. To request an evaluation, complete the evaluation request form online. A Telrex representative will contact you to discuss your business needs and will walk you through Telrex's evaluation process.

Installation & Training

Once I purchase CallRex Call Recording software, what is the installation process?

After your initial call recording software purchase, our qualified support professionals will walk you through the installation process. A project manager will contact you to schedule a kick-off teleconference, and will provide you with the required site documentation to begin your installation. After the kick-off call, a remote installation will be scheduled with our technical team, who will work with you to install the product and will verify that the deployment and configuration was successful. Learn more about Telrex's technical support offerings.

I would like to receive training on CallRex software. Is training available?

Telrex offers training classes on a regular basis. Contact your Telrex representative to learn more.

Software Licensing

How are Telrex's software solutions licensed?

All of Telrex's software solutions are offered under a subscription-based licensing model. 1- and 2-year subscription contracts are offered, allowing customers to utilize workforce optimization solutions at a low monthly per-user cost. Learn more about subscription-based software licenses from Telrex.

What is included with Telrex's subscription-based licenses?

Telrex's subscription-based licenses include access to technical support, maintenance, and all product upgrades throughout the life of the subscription contract. Installation and training costs are not included with subscription-based licenses, and are purchased separately. Learn more about subscription-based software licenses from Telrex.

Since CallRex software is provided on a subscription basis, is CallRex Call Recording a hosted solution? Will Telrex have access to my confidential call data?

Telrex's call recording software is not a hosted solution, all of the call data resides on your server(s) at your location. The data and the system are your property, and cannot be accessed by Telrex.

Am I required to purchase Telrex products through a reseller?

Telrex's workforce optimization software solutions are sold through a worldwide network of value added resellers. While you are not required to purchase Telrex's products through a reseller, Telrex does encourage you to contact a reseller for guidance with all of your telephony and networking needs. For assistance in locating a reseller in your area, and to discuss your contact center needs, contact your Telrex representative.

Is there a minimum license requirement?

A minimum of five licenses is required for each CallRex software order. Request a price quote.

Speech Analytics

I already have call recording software at my company, may I purchase CallRex Speech Analytics services separately?

Yes, CallRex Speech Analytics services are available for purchase, regardless of your call recording platform. Our consultancy-led speech analytics engagements allow you to extract actionable data from your recorded customer interactions without making a sizable capital investment in technology. Learn more about how you can painlessly extract valuable business information from your call recordings.

May I purchase the speech analytics platform and install the software on my site?

Telrex offers customers the opportunity to take advantage of the power of speech analytics without having to make a capital investment in complicated speech analytics technology. In order to keep speech analytics affordable, Telrex offers speech analytics as a service. Our consultants will work with you to extract information from your telephone call recordings without sacrificing valuable employee time. Learn how you can leverage our expertise to complete the call analysis and offer you valuable business insights from your daily telephone interactions.

Workforce Management

May I purchase CallRex Workforce Management software separately?

Yes, CallRex Workforce Management software is available as a stand-alone product. CallRex Workforce Management software solutions are available without purchasing CallRex Call Recording. Contact your Telrex account representative to discuss your employee scheduling and forecasting needs.

What PBX systems are currently supported by CallRex Workforce Management software?

CallRex Workforce Management works with many ACD and PBX systems. Systems like Cisco, Fonality, ShoreTel, Avaya, Nortel, I3, Mitel, TASKE, and more are supported by CallRex Workforce Management. Contact your Telrex Account Manager for information about support on additional PBX platforms.

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