Integrator

Voice Recording

In order to add to the features that Samsung Xchange Integrator has as standard, enhancements can be added. One of these enhancements is Voice Recording Integration.

Voice Recording Integration is beneficial in two ways:

  • Call Matching
  • PCI Compliance

Call Matching

'Call Matching' enables a trunk side call recording to be tagged with one or more users extension numbers who participated in the recorded call.

Without call matching technology, extension level search and playback of recording can only be performed by searching for details such as:

  • Start time
  • Caller's telephone number
  • Dialed telephone number
  • Duration of the call
  • Channel number
  • Recorded filename
This obviously makes it very difficult to track down specific conversations.

By using Samsung Xchange's Call Matching functionality, an 'extension' field can be added to the call recorder's record. This is done by using the output from the telephone system to match calls to extensions, allowing call recordings to be searched by extension and making it far easier to track down individual conversations.

PCI Compliance

Voice recording is now an integral part of business telephony and is useful for issues such as customer disputes, staff training and enhancing customer service levels. In the past, companies have been allowed to record the whole phone call with a customer and remain PCI compliant. Now however, in order to maintain PCI compliance many companies are required to pause recording during some sections of phone calls; e.g. when taking credit card numbers. Relying on the user to pause a recording allows human error into the equation, potentially leaving businesses no longer PCI compliant. Samsung Xchange Integrator is able to control Samsung's voice recording software. (Note: this requires the Samsung Xchange Integrator PCI license)

This allows suspension of recording of calls when an agent opens a credit card info screen and restart recording once the agent leaves that screen.