Call Recording Software – VSLogger Unlimited

recording-software-suite

Versadial VSLogger Call Recording Solution combines Call Recording, QC Evaluations, QC Review and Coaching, Live Team Performance and Gamification Dashboards, Agent Time Utilization, and In-Depth Reporting into a powerful Incident Recreation, Liability Control, and Workforce Optimization tool.

  • Detailed Call Reports
  • Grade and Score Calls
  • Extract Parts of a Recording
  • Silence Parts of the Audio
  • Email Recordings
  • Record Trunk or Extension Side
  • Granular Permissions
  • Access Via Web Browser
  • Unlimited Access To Software
  • and Much More

Scalability

With large infrastructures and remote offices, our recorder can be organized in a distributed system, ensuring all your audio communications are recorded across your organization. Each recorder can scale from 2 to 999 recorded lines or phone devices. Analog, Digital PBX Extensions, ISDN BRI/PRI, E1,T1,VoIP, SIP trunk lines – all supported. We also support Cisco, Avaya, Panasonic, Shoretel, Mitel, Nortel, Skype for Business (MS Lync ), NEC.

Easily Find Calls and Play Them Back

Search by a variety of parameters to narrow down to specific calls. Audio and Video files are loaded and played directing in the software. No need to open a new window or download to your desktop. 

The audio player has standard controls plus additional features to enhance the user experience. Mixed Playback, Playback Speed, Bookmarks, and more.

Quality Control Management and Coaching

Need to grade employees and conduct quality training sessions? Our QC module makes it easy to grade calls as well as conduct general QC reviews. Create custom forms to suit your business model, send reviews to another manager or the employee for further training. Run Quality Control reports to monitor your employees' progress and see if there is any room for improvement. 

For coaching, each question and section can have a URL attached for training material. Simply link to your intranet training portal and allow agents and employees to follow up on training material. If they score low in a certain section, only send the training required for that section. Learn more

Excellent Customer Service Call Recording

visual-playback-timeline

Interactive Timeline View

In addition to our standard table view of all recorded calls for search and playback, we offer a unique and interactive timeline view. Timeline View is a new graphical view that provides a visual representation of call activity in a chronological order. You can see agent activity and call volume during peak times in a visual timeline format. Green represent an audio file, blue represents a video file, and red is the selected recording actively playing.

 

In-Depth Reports

Run reports on all your recorded call data. Run yearly trends on all your audio channels/lines, get a complete report on your busiest time of the year and plan your hours accordingly. Find out what day of the week, or what time of the day you receive the most volume of calls. This allows managers to properly staff and schedule specific break times to better accommodate volume. Reducing the wait time for your customers on the phone, increasing their satisfaction and your overall performance. See who is handling the most calls within your business, how many outbound and incoming calls they receive and gauge their production and much more.

desktop-assistant

Desktop Assistant - Provide Control To Agents

Based on permissions and access, Desktop Assistant allows agents to control their own recordings and notes directly from their desktop. Desktop Assistant is a small application that runs in the agents Windows system tray. While a call is in progress, Agents may pause, mute, start, stop, make notes, or flag a call.

This is very handy when dealing with PCI compliance or being able to monitor important calls. Agents can flag specific calls if they need them to be reviewed, or they can indicate a certain type of call for their manager to review. Managers can filter and find calls that are relevant to that week's training session or to help assist in tracking important calls. 

Additionally, Desktop Assistant can assist with tracking an agent's current status. Agents can change their status to In, Out, On Break,  or On Project. This allows managers to quickly see what an agent is currently doing without having to physically check on them. 

Agent and Team Dashboard - Gamification

Our dashboard view allows managers to quickly see how their team or agents are performing. Are they on a call? On Break? Or on a project such as training or reviews. Quickly see if you are staffed correctly during peak hours to properly handle all incoming and outgoing calls. See which agents are outperforming others and create a fun and competitive environment within your business or call center. 

agent-call-dash-summary

Responsive User Interface

We designed our User Interface to be responsive to your device. Access recordings on the go with a tablet or a phone. The interface will automatically re-size to fit your device and allow you to easily listen to your agents with a supported web browser enabled device.

PC Screen Capture (Add-on)

Capture your agents PC screen and have it synchronized with their audio recordings. Screen capture allows managers to review the overall workflow of your agents. 

Record up to two monitors at a time. Screen capture is triggered when the agent picks up the phone. Optionally, managers may manually trigger the recording from the UI. Working in tangent with the audio recording, screen capture stops and resumes for PCI and HIPPA compliance.

Learn More

 

Software Integration

 

Custom Integration with your other software solutions

Need to integrate with your internal software, such as collections software, utility software, CRM, and other applications? Versadial provides custom integration with these tools, allowing you to seamlessly navigate between your established software and our recorder. 

Connect both systems to allow managers and users easy access to recorded details and customer information. All of our developers are in-house right here in Irvine CA; we have integrated with a number of other software providers and understand the daily demand and requirements for a seamless integration and user experience.

What makes us different:

  • Record TDM or VoIP
  • Record on the Trunk Side or the Extension Side
  • An 800 GB hard drive can hold up to 148,000 hours of audio recordings
  • No Monthly Fees Required To Keep The Recorder Running
  • Recordings Stay On Your Premise, Not a Third Party
  • Designed to Fit Any Sized Environment and Infrastructure
  • Live Monitoring of Telephone Calls
  • Run a Variety of Reports and Improve Business Operations
  • Auto Archive Recordings for Virtually Unlimited Storage
  • Easy Retrieval of Telephone Recordings and Data
  • Granular Permission Based System
  • No Per Seat Licensing, Allow Unlimited User Access To Recordings

Reliable and Capable

Versadial has been in the call recording industry since 1994. Offering products commercially since 1998 we have implemented our recorder systems across the world in a variety of environments. Our longevity and product quality allowed us to be a stable contender in the competitive call recording industry.

Wise Investment

We have designed our solution to be scalable and accommodate a number of telephony environments. We can record on digital, analog, T1/E1, ISDN, PRI, VoIP and Radio lines. Supporting a number of phone and PBX systems we can adjust and grow when your environment changes.

Simple Licensing

Licenses are based on per channel/line recorded rather than per seat. This allows greater flexibility in your recording needs and a more cost effective structure. We also provide unlimited access to your recordings. Allowing you to assign your entire company or a few managers to access the recordings. There is no limit or change in price.

Customer Service

Customer service has been our priority since day one. We design our solutions with you in mind and take great pride in providing and supporting our customers. Our account managers strive to find the right solution for you that fits within your budget and meets or exceeds your needs.

Call Recording Scenarios - Click To Open

Common Call Recording Scenarios and Common configurations. 

Common Call Recording scenarios (or call recording configurations described below) will help to identify your needs and visualize a possible solution.

All of the documented call recording configurations are supported by Versadial Call recording solutions.

If you found a scenario(s) matching your requirements, please mention them when requesting more information from Versadial.

Call Recording Scenario 1 – No Phone System, analog or TDM lines, Passive Recording

Phone System:None, I have no PBX or phone system at my business.
Type of Lines I Have:Analog Lines, Centrex lines or TDM lines  provides by telecom carrier:  AT&T,  Cox, etc  
Suggested Recording method Passive  
Extra RequirementsSpecial voice recording board to record specified lines (analog or TDM )
Recorder Connection/Wiring and Configuration: Recorded lines tapped (connected in parallel) to recording boards 
Extra Details:Under Development

 


 

Call Recording Scenario 2 – Hosted PBX, VoIP lines, Passive Recording

Phone System:Hosted or Cloud PBX, ie: Cox VoIP Centrex, RingCentral, 8×8 … etc
Type of Lines I Have:VoIP (Voice over Internet Protocol)
Suggested Recording method Passive (network sniffing)
Extra RequirementsOn-premise network switch with Mirror (SPAN) port (e.g. low-cost option NETGEAR GS105Ev2) 
Recorder Connection/Wiring and Configuration: Recorder spare NIC is connected to mirror port(s)
Extra Details:https://www.versadial.com/voip-call-recording/

 


 

Call Recording Scenario 3 – Business Phone System, Passive Recording From The Trunk Lines 

This is similar to  scenarios 1 and 2, only recorded lines connected to Phone System’s external line ports (trunks)

Phone System:Business Phone System at my location (PBX), ie: Avaya, ShoreTel, Panasonic, Toshiba, Cisco etc
Type of Lines I Have:Analog, or Digital TDM (E1, T1, ISDN BRI or PRI), or VoIP/SIP Trunk 
Suggested Recording method Passive 
Extra RequirementsSpecial voice recording board to record specified lines (analog or TDM)
Or/and On-premise network switch with Mirror (SPAN) port  
Recorder Connection/Wiring and Configuration:Analog and TDM lines (T1, E1, ISDN PRI and BRI): Recorded lines Tapped (connected in parallel) to recording boards 
SIP trunks: Recorder Spare NIC is connected to Mirror port

Specific call handling extensions can be received via SMDR or JTAPI integration

Extra Details:

https://versadial.com/publications/trunk-vs-extension/#1/z

See also:
https://www.versadial.com/record-analog-phone-lines/

https://www.versadial.com/digital-pbx-call-recording/

https://www.versadial.com/record-call-t1-e1-isdn-pri-lines/

https://www.versadial.com/record-isdn-bri-telephone-lines/

https://www.versadial.com/voip-call-recording/

 


 

Call Recording Scenario 4 – Business Phone System, Passive Recording From The Extension Lines (analog, TDM lines )

Phone System:Business Phone System at my location (PBX), ie: Avaya, ShoreTel, Panasonic, Toshiba, Cisco etc
Type of extension lines I Have:Analog, or Digital phones, or VoIP/SIP phones
Suggested Recording method Passive 
Extra RequirementsSpecial voice recording board to record specified lines (analog or digital)
Or/and On-premise network switch with Mirror (SPAN) port  
Recorder Connection/Wiring and Configuration:Analog and TDM lines: Recorded lines Tapped (connected in parallel) to recording boards 
VoIP phones: Recorder Spare NIC(s) are connected to Mirror port(s), see Scenario 5

If needed, Extra signaling information (direction, caller id, dialed numbers) can be received via SMDR or JTAPI integration

Extra Details:

Attention!!:  Recording boards for proprietary digital phones support only specific tested and documented models. please refer to supported PBX list:
https://www.adutante.com/portal/infoshare.htm?static&storeid=10194&pageid=Main:SUPPORTED_PHONES:en_US


https://versadial.com/publications/trunk-vs-extension/#1/z

See also:

https://www.versadial.com/record-analog-phone-lines/

https://www.versadial.com/digital-pbx-call-recording/

https://www.versadial.com/voip-call-recording/

 


 

Call Recording Scenario 5 – Business Phone System, Passive Recording From The VoIP Extension Lines.

Phone System:Business Phone System at my location (PBX), ie: Avaya, ShoreTel, Panasonic, Toshiba, Cisco etc
Type of extension lines I Have:Analog, or Digital phones, or VoIP/SIP phones
Suggested Recording method Passive 
Extra RequirementsSpecial voice recording board to record specified lines (analog or digital)
Or/and On-premise network switch with Mirror (SPAN) port  
Recorder Connection/Wiring and Configuration:Analog and TDM lines: Recorded lines Tapped (connected in parallel) to recording boards, see Scenario 4
VoIP phones : Recorder Spare NIC(s) are connected to Mirror port(s), see diagram

If needed, Extra signaling information (direction, caller id,  dialed numbers) can be received via SMDR or JTAPI integration

Extra Details:

https://versadial.com/publications/trunk-vs-extension/#1/z

See also:

https://www.versadial.com/record-analog-phone-lines/

https://www.versadial.com/digital-pbx-call-recording/

https://www.versadial.com/voip-call-recording/

 


 

Call Recording Scenario 6 – Passive Recording From The  VoIP Gateway

Recorded System:TDM to VoIP, or PSTN to VoIP gateway
Suggested Recording method Passive 
Extra RequirementsSpecial voice recording board to record specified lines (analog or digital)
Or/and On-premise network switch with Mirror (SPAN) port  
Recorder Connection/Wiring and Configuration:Analog and TDM lines: Recorded lines Tapped (connected in parallel) to recording boards, see left side of the diagram
VoIP phones: Recorder Spare NIC(s) are connected to Mirror port(s),  see right side of the diagram

If needed, extra signaling information (direction, caller id, dialed numbers) can be received via SMDR or JTAPI integration

Extra Details:

You have an option to record on VoIP side or other (analog or TDM) side of the gateway

 


 

Call Recording Scenario 7 – Passive Recording Radio

 Recorded System:Analog radio base station(s)
Suggested Recording method Passive 
Extra RequirementsSpecial voice recording board to record analog outputs from the base stations
Recorder Connection/Wiring and Configuration: Analog outputs from the base station connected to analog inputs recording board in the recorder
Extra Details:

https://www.versadial.com/record-radio-analog-roip-radio-internet-protocol/

 


 

Call Recording Scenario 8 – Active  Recording Radio 

 Recorded System:IP radio base station
Suggested Recording method Active
Extra RequirementsRadio stations or adapters  with ability to stream RoIP (Radio over IP) to the recorder or to specific multicast address
Recorder Connection/Wiring and Configuration: Multicast and unicast recording stations or radio adapters are configured to stream communication direct to recorders or to the specific multicast address
Extra Details:

https://www.versadial.com/record-radio-analog-roip-radio-internet-protocol/

 


 

Call Recording Scenario 9 – Active  Recording For Cisco BIB Devices 

 Recorded System:Cisco’s Unified CallManager (UCM) version 6.0 and higher 
Suggested Recording method Active
Extra RequirementsRecorded devices should support Cisco Built-In-Bridge (BIB) functionality
Recorder Connection/Wiring and Configuration: One or more Versadial call recorders registered as SIP trunks with Cisco Unified Call Manager Recorded devices configured in Call Manager into a group assigned to specific recorder and configured to automatically send copy of the recorded call to the recorder
Extra Details:

https://www.versadial.com/call-recording-software-for-cisco-callmanager/

Cisco Built-in Bridge

 


 

Call Recording Scenario 10 – Active Recording  Based On CSTA Protocols

Recorded  System:Phone system with API server supporting CSTA protocol  Avaya, Alcatel, Unify … some other
Suggested Recording method Active with API link (DR Link)
Extra RequirementsRecorded devices should have API/Application server supporting CSTA protocol e.g. Avaya Aura Application Enablement Services (AE Services).
Specific Phone system Vendor API licenses (depends on requirements)
Recorder Connection/Wiring and Configuration: One or more Versadial call recorders register with API/Application server and requests call media sent a.omatically to call recorders. Call signaling is collected via API link
Pluses:
-no need for special wiring or Network mirror(SPAN ) ports
-potentially can record both TDM and VoIP phones (capability depends on specific phone system vendor)
Minuses:
– extra cost for API licenses, which can be significant
Extra Details: 

 


 

Call Recording Scenario 11 – Third Party Verification

 Recorded System:Any
Suggested Recording methodActive
Extra RequirementsIndividual analog extensions or PSTN phone lines allocated and assigned for verification service
Recorder Connection/Wiring and Configuration: Individual analog extensions or PSTN phone lines connected to the Versadial recorder. 
Recorder works like an auto-attendance: answers call, records until stopped by the defined DTMF tones, plays back Verification number.
Users conference calls for verification as needed.
Extra Details:

https://www.versadial.com/verification-recording/

 

 

Product Videos - CLICK HERE

Videos:


Live Monitoring


Search and Playback


QC and Evaluation


QC Form Creation