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Witness Systems
Leadership In IP Telephony Recording
Witness’ IP Telephony Overview
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Witness is a Cisco EVVBU and CCBU partner
Witness’ IP recording suite has the premier, Cisco Compatible,
status
Witness now has over 120 live sites with Contact Store IP
recording Cisco CallManager and IPCC
Cisco are a global customer of Witness’ Contact Store IP
products
Witness won ‘Best Return on Investment’ application at Cisco’s
global XML competition this year
Clear market leaders in IP Telephony recording
The following version(s) of Contact Store IP, Contact Store IP Micro and Contact Store Exec have been tested for interoperability with the listed product(s) of Cisco
Systems, Inc.
Contact Store IP 3.1.5.70, Contact Store Exec 3.1.5.70 and Contact Store IP Micro 3.1.5.70 are compatible with Cisco CallManager 3.2 (2c) SP E
Cisco, Cisco Systems, the Cisco Systems logo, and the Cisco Arrow logo are registered trademarks or trademarks of Cisco Systems, Inc. and/or its
affiliates in the US and certain other countries.
Some of Witness’ IP Telephony Customers
What Makes Witness Unique?
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World Wide Leader in IP Telephony Recording
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Uniquely verified on CallManager and IPCC
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No reliance on JTAPI, ICM or H323 = passive, robust solution
Support for SRST, ITS, Share Lines, Extension mobility, Multi lines
Only recording vendor with award winning XML
applications
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Rigorous IVT process, Cisco TAC aware
The only vendor to do Skinny Decode
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Over 120 live production sites, global reference customers
Additional 50 trials and demo’s
Record-on-demand voted ‘Most compelling RoI’ by Cisco IPTUG
Stereo record and replay
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Call analysis, dispute resolution and support for speech analysis
The following version(s) of Contact Store IP, Contact Store IP Micro and Contact Store Exec have been tested for
interoperability with the listed product(s) of Cisco Systems, Inc.
Contact Store IP 3.1.5.70, Contact Store Exec 3.1.5.70 and Contact Store IP Micro 3.1.5.70 are compatible with Cisco
CallManager 3.2 (2c) SP E
Cisco, Cisco Systems, the Cisco Systems logo, and the Cisco Arrow logo are registered trademarks or trademarks
of Cisco Systems, Inc. and/or its affiliates in the US and certain other countries.
What Benefits does CSIP bring over TDM Recording?
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CONTACT STORE IP(CSIP) – THE BENEFITS
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Runs on standard PC server – no longer tied into proprietary H/W
Scalable from 1 phone upwards – in increments on 1
As server power increases, so will recording capacity
Resilience easier and more cost effective to deploy
No cabling to trunks / extension lines – CSIP connects at LAN level
Remote installation, commissioning, support and upgrades
ADDS MOVES & CHANGES
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Adds, moves & changes with TDM recording is expensive & difficult
With CSIP, no cabling change is required
Recording rules – such as ‘record all calls’ to ‘record on demand’ done in
seconds
Configuration performed via simple Windows Snap-in
Extension Mobility
CSIP allows you to record the person, not the phone
Enterprise users can free seat with record rules
applying
What Benefits does CSIP bring over TDM Recording?
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CONTACT STORE - INTEGRATION WITH CISCO SKINNY
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Witness uniquely decode Cisco SCCP Skinny IP phone protocol
No CTI feeds are required – common headache with TDM recording
Plug and plan functionality
Out of the box control and tagging
Fault tolerant - If the phone is operational, recording continues
CTI INTEGRATION ON TDM
Often complex and expensive.
Can cost $25K to switch on CTI on TDM PBX
CTI failure can cause recording and tagging to fail
FEATURE SUPPORT WITH SKINNY
CallManager, ICD and IPCC recording
SRST and ITS telephony supported
Tagging can be enhanced by CTI e.g. ICM
What Benefits does CSIP bring over TDM Recording?
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EYRETEL’S USE OF OPEN STANDARDS
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Cisco’s open XML interface allowed recording applications to be
developed
Witness’ IP recording suite is Windows 2000 based
Storage is open – instant access and archiving to DVD/DAT/MO/SAN
STEREO RECORDING
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Witness’ IP recording allows both sides to be recorded separately
Important for dispute management – verifying trades by clearly listening
to each trader
As speech recognition develop, word spotting, speaker authentication
etc can be used
Unique to the IP environment
Witness ContactStore IP
Witness’ Enterprise wide solution to recording
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Provides recording for more than 30 IP phones or multiple E1
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Software only solution running on industry standard PC hardware
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Running on Windows 2000 Server and SQL2000 Server
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Each phone can be configured for either Contact Exec or blanket recording
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Can use the Witness Observer for silent monitor in Call Centres
Port on LAN Switch
configured for port
mirror or SPAN.
Cisco
CallManager
cluster
Option to SPAN
phones, VLAN or
gateway that need to be
recorded.
LAN/WAN
Voice
Gateway(s)
Enterprise search and
replay via web based
Contact Viewer with
security access
privileges and audit
ContactStoreIP
Cisco IP
phones
ContactStoreIP
Server(s) &
Database running Windows
2K and & SQL2K. Can cohost
Cisco Access
Switch (Cat 3524)
Cisco Distribution
Switch (Cat 6509)
Contact Store Exec
RECORD CONTROL FROM THE PHONE
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Provides record on demand directly from the IP phone
Whole call recorded – not just from when the button is pressed
Can also be configured for ‘do not record this call’
Call Tag
CUSTOMISED TAGGING VIA THE IP PHONE
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Calls can be tagged at any time during the call
Tagging can also automatically trigger recording of entire call
Multiple tagging can be supported
Support customisation
e.g. Deal Ticket number can be entered
Can also be used in call centre environments
EmailCall
EMAILING CALL DIRECTLY FROM IP PHONE
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User can email entire call directly from IP phone
Can be configured to email to certain groups or users
Email only (i.e. not record) can be given to certain users if required
Supports any SMTP mail client e.g. Outlook & Lotus Notes.
Features can be allocated
on a per user basis
OR:
Email and store
Email and delete
Contact Alert
Supervisors alerted if a user has marked a call as complaint
Fully customisable – can be alerted on bomb threat, ‘best’ call etc.
Supervisor could listen in live using Observer or replay the call later
While live monitoring, recording of
entire call can be triggered
Customer Success – Lloyds of London
Partner:
Customer
Challenge
Partner
Solution
Business
Impact
 Insurance underwriters required compliance recording for 100
phones for calls to, from & across across multiple departments
 High availability for compliance voice recording and to allow them to
replay one half of the call (just what the caller said).
 Recording a set of extensions across the campus with all calls to
and from them recorded in stereo
 Simple to deploy and maintain IP telephony recording with full audit
trail and stereo replay
 Cisco / Witness solution cost significantly lower than traditional
telephony design
 Efficiency improvements in locating and replaying the right calls
because of the enhanced tagging available in Witness’ IP recording