Professional Services

Call Accounting & Reporting for Skype™ for Business

Skype for Business, previously named Microsoft Lync Server, generates information necessary for call detail reporting by logging a variety of metrics on each Skype event in an internal SQL database. In order for call detail records to be made available to the Infortel Select application, ISI developed a SQL query process that retrieves necessary call event details from the Microsoft database and creates an intermediate call detail record that contains the fields of information necessary to support Infortel Select reporting. This intermediate call detail record becomes the source of call detail information for the Infortel Select application and can be stored, transported and manipulated as necessary without placing any burden on Skype for Business or its internal SQL database

Local CDR Collection


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In order to utilize this interface in an ISI-hosted solution environment, ISI has incorporated this Skype for Business server interface into a stand-a-lone application called Remote Data Collect. Remote Data Collect is installed on a PC residing on the customer network with access rights to the Skype for Business SQL database and access to the public Internet. Remote Data Collect facilitates a regularly-scheduled query of necessary information from the Skype for Business database, formatting of Skype for Business information into intermediate call detail records, temporary storage of the call records and then transmission of stored call records to the ISI data center as encrypted data.

ISI offers two options for deployment of the Remote Data Collect application. ISI will provide and ship a PC with Remote Data Collect pre-installed, ready for installation on the customer’s network. Alternatively, ISI will just provide the Remote Data Collect software for customer installation on a customer-provided physical or virtual machine. With either deployment method, an ISI technician provides remote installation and configuration assistance to the customer to ensure a successful installation.

Secure CDR transport

Remote Data Collect is configured to initiate a SFTP session to an SFTP server located in the ISI data center. On a regularly-scheduled basis, typically several times throughout the day, intermediate call records are moved from the Remote Data Collect PC to ISI for long term storage, processing, call rating and reporting. ISI utilizes SFTP push - initiated by the on-site Remote Data Collection application from behind the customer’s firewall. This “inside” initiated session is preferred over the alternative “outside” initiated session, as it is more acceptable to most corporate security models. If desired, a customer maintained proxy server may be used to redirect SFTP sessions to the ISI SFTP server, thereby providing additional security.

As SFTP transmits data in an encrypted format, this transport protocol is inherently safe for use in transport of corporate CDR over the public Internet. However, even greater data security may be achieved by establishing a VPN connection between the customer network and ISI’s data center network.

ISI Process Management

After successful implementation, ISI technicians monitor polling results daily to ensure rapid detection and resolution of problems with the Skype for Business CDR source, the Remote Data Collect application or the transport process.

As an ISI-provided Remote Data Collect PC is a critical component in ISI’s managed data collection process, remote access to the device for ISI programming, maintenance or troubleshooting may occasionally be necessary. Remote access is used only for ISI access to the Remote Data Collect application – remote access to the Skype for Business Server or any other network servers is not required and should not be allowed. ISI supports two methods of remote access in an effort to work with varied corporate network security policies.

  • WebEx remote control session via the public Internet.
  • Remote Desktop/Terminal Services connectivity via the public Internet. Customer provides private IP routing and/or secured VPN tunnel.

Services running on the Remote Data Collect PC

In the interest of maximizing security of the customer network, ISI configures the Remote Data Collect PC with all unnecessary Windows services disabled or uninstalled. The following services are NOT enabled on the ISI provided device:

  • Telnet
  • WWW Publishing
  • FTP Publishing
  • IIS Administration
  • Remote Desktop/Terminal Services (unless this option is used for remote ISI access)
  • Net Meeting Remote Desktop Sharing
  • SNMP Trap
  • SMTP

Virus Protection

Prior to shipment of the Remote Data Collect PC, ISI performs a thorough virus scan on the PC and provides certification that the device is free from infection. After installation on the customer network, ISI recommends the customer installs their preferred virus protection software on the Remote Data Collect PC to facilitate monitoring and virus definition updates as they would any other PC on their corporate network.

Call and Immersive Video Recording for Skype™ for Business

ISI & Verba partner on a Combined Unified Communications Solution

ISI Telemanagement Solutions and Verba Technologies have formed a partnership to leverage each other’s capabilities to offer the only solution in the Unified Communications (UC) market that combines robust reporting, alarming, and search capabilities of a Call Accounting & Reporting system with a dynamic call archiving and playback Voice and Immersive Video Recording Solution.

The first true enterprise-grade call recording solution for Skype for Business

With the arrival of Skype for Business, more organizations are recognizing the opportunities and benefits of using the Microsoft unified communication platform as their strategic enterprise voice platform. Call recording availability for the Skype for Business platform is vital for Skype adoption in large enterprises. Verba and ISI recognized this and introduced the industry first enterprise-grade, full–featured call recording and quality management solution for Skype for Business.


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Providing a true unified recording solution, the Voice and Immersive Video Recording solution is ideal for contact centers (customer service, telemarketing, telesales), energy and utility companies, financial services providers (banking, credit card operations, trading floors), government agencies, healthcare organizations, law firms, market research companies, media organizations, security providers and small businesses.

The Voice and Immersive Video Recording Advantage

Companies can leverage the Voice and Immersive Video Recording System in key business applications such as legal compliance management, quality assurance, risk mitigation, verbal agreement archiving, best-practice training, centralized dictation, conference recording, dispute resolution, interview recording and threat handling.

UNIFIED RECORDING

  • By allowing companies to record Skype for Business, Cisco, Avaya, BroadSoft, and SIP standard platforms with the same call recording platform, the solution enables recording in hybrid UC environments and facilitates smooth migrations.
  • Offers flexible recording modes including full (always-on) recording, selective recording and complete call-on-demand recording.
  • Call recording for internal, inbound and outbound voice calls are supported on Microsoft Office Communicator Client, Skype Client and all Skype-compatible phone devices.
  • Encompasses an enterprise-grade, conference-based Skype for Business call recording engine technology with Microsoft Exchange/Outlook integration.
  • Offers a complete performance and quality management solution for contact centers including agent evaluation, scoring, silent monitoring, screen capturing, and enterprise–grade reporting with customizable dashboards.
  • Provides an easy-to-use and feature-rich web–based user interface that’s accessible from anywhere at any time.
  • Quick and easy tools allow users to search and list recordings using any meta-data information.
  • Media recorded with Verba can be shared across the enterprise for further usage through the built-in Publishing Server.
  • Playback functionality is available right in the browser window - no need to install client applications.

ENHANCED SECURITY

  • Multi-level access control enables companies to define who can access what, and what actions they can take with full audit trail and change log history
  • Recorded call protection and access control come standard
  • Separated administration and business rules
  • Single-sign-on support
  • Based on open industry standards including AES, HTTPS and SSL/TLS

BUILT FOR ENTERPRISE IT

  • Optimized libraries powered by Intel offer unmatched performance
  • A software-based solution designed to support modern IT infrastructures and architectures that use standard hardware solutions and server virtualization
  • Enterprise monitoring module sends configurable alerts through email and SNMP
  • Recorded data management provides a sophisticated storage policy framework that allows companies to define rules for data retention and control the recorded data life cycle
  • Seamless integration with SAN-based storage solutions for online operation and archive

Infortel® Select & Skype™ for Business

"ISI's Infortel® Select helps Skype for Business users monitor their calling activity, improve productivity, manage their networks and take full advantage of the technology."

Business Needs

Skype for Business is the most advanced cloud communications product available on the market today. It will expand your communications options, reduce your costs and enable your enterprise to run more efficiently, but how will you know if you are taking full advantage of the technology? How will you monitor calling activity by your employees to guard against misuse? How will you manage your Skype for Business Server network to ensure you have enough capacity at critical network choke points? How will you leverage the information on how your employees communicate to improve business processes and run more efficiently? The answer is Infortel® Select from ISI Telemanagement Solutions.


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Solutions

Users of Skype for Business will be able to leverage the advanced reporting and analysis in Infortel® Select to take full advantage of cloud communications. Infortel® Select helps answer questions like:

  • Where are calls coming from? Where are we making calls to?
  • How is my network performing? Do I have any blockage?
  • Do I need more bandwidth capacity? If so, where do I need it?
  • How are my employees handling customer calls?
  • Are customers waiting in queue too long? Are they abandoning and calling our competitors?
  • Is my Telesales Team making enough cold calls?
  • Am I realizing the savings I expected from my network investment?

Our reporting provides Skype for Business users with a ground-level view of all communications within their organization and identifies opportunities to improve productivity and reduce costs. Monitoring devices and pre-set Alarm Notifications in Infortel® Select enable users to curtail unwanted calling, such as international calls, calls to 411 and unwarranted calls to 911.

Benefits

Users of Skype for Business will realize significant benefits with Infortel® Select, including:

ISI Telemanagement Solutions exemplifies a 30+ year tradition of assisting our clients with all issues related to Telecom Management. Headquartered in Schaumburg, IL, ISI Telemanagement Solutions is a leading provider of Call Accounting and Telecom Management solutions that optimize information, productivity, and costs involving data, wireless, voice, and unified communications. Our customers use our award-winning Infortel® Select product, with the Concurrent Call Analysis feature, to manage bandwidth for Voice over IP and SIP Routing on all cloud communications platforms, including Skype for Business Server.

ISI has an international client-base and is a leader in reliably delivering and supporting quality products and services. ISI's solutions are certified and distributed by industry leaders, such as Microsoft. ISI facilities, processes, and data security comply with ISO 9001: 2008, SSAE 16, HIPAA and other important standards.

Response Group

Don’t Hamper the Customer’s Experience

Can you actually manage what you can’t measure? Companies across the globe continually struggle with this question. To alleviate this, many users depend on Response Groups to route incoming calls to a designated group of agents. Not measuring these interactions makes it difficult to understand metrics that can have potentially negatively impact on the customer’s experience.

Being Proactive with Microsoft Lync

With Infortel® Select, users have a viable alternative to a full-blown contact center that reports on all calls routed through the Response Groups. Having a solution to report on these interactions further solidifies organizational goals for management, productivity, and cost reduction. It also creates a richer customer experience and amplifies the overall functionality of Microsoft Lync.


Reporting on Response Group Interactions

Incorporating Infortel Select with Microsoft Lync is the final piece to unlocking the true potential of your Response Groups. As a call routes through the round-robin, Infortel Select gathers metrics on:

  • Number of calls per group
  • Calls by hour
  • Calls by agent
  • And abandoned rates

Reporting on these functions allows a business to make better decisions on productivity, ensuring an enhanced customer experience. Users now have dependable insight to the performance of each queue.

Integrated Recording for Optimal Customer Visibility

Call recording is ideal for handling compliance, quality assurance, agent coaching and training. When a call is routed through a Response Group, it passes multiple points of contact. Because of this, the first person a customer speaks to plays a critical role in their overall experience. Integrating call & video recording from Verba Technologies is perfect for further leveraging all Microsoft Lync has to offer.

  • Certified Lync 2013 compatibility
  • Records and archives all modes of Lync interactions including
    • Voice (peer-to-peer and Enterprise)
    • Video
    • Conferencing
    • Instant Messaging
  • Silent Monitoring
    • Let’s supervisors listen to calls to assist agent performance
  • Quality Management
    • Formal agent evaluation process to aid in quality improvement processes

The Whole Enchilada

Customer service is more than just a friendly voice. With ISI, any company can leverage their Response Groups into a fully-fledged customer service powerhouse. It’s the only solution that allows you to see your customers in a new light.

Get Started

Find out how Response groups can be leveraged to provide your organization with an affordable solution to measure all your customer service interactions. Contact us now to find out more!
open a service ticket

Call and Immersive Video Recording for Microsoft Lync

ISI & Verba partner on a Combined Unified Communications Solution

ISI Telemanagement Solutions and Verba Technologies have formed a partnership to leverage each other’s capabilities to offer the only solution in the Unified Communications (UC) market that combines robust reporting, alarming, and search capabilities of a Call Accounting & Reporting system with a dynamic call archiving and playback Voice and Immersive Video Recording Solution.

The first true enterprise-grade call recording solution for Lync

With the arrival of Lync Server 2010, more organizations are recognizing the opportunities and benefits of using the Microsoft unified communication platform as their strategic enterprise voice platform. Call recording availability for the Microsoft Lync platform is vital for Lync adoption in large enterprises. Verba and ISI recognized this and introduced the industry first enterprise-grade, full–featured call recording and quality management solution for Microsoft Lync systems.

Providing a true unified recording solution, the Voice and Immersive Video Recording solution is ideal for contact centers (customer service, telemarketing, telesales), energy and utility companies, financial services providers (banking, credit card operations, trading floors), government agencies, healthcare organizations, law firms, market research companies, media organizations, security providers and small businesses.


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The Voice and Immersive Video Recording Advantage

Companies can leverage the Voice and Immersive Video Recording System in key business applications such as legal compliance management, quality assurance, risk mitigation, verbal agreement archiving, best-practice training, centralized dictation, conference recording, dispute resolution, interview recording and threat handling.

UNIFIED RECORDING

  • By allowing companies to record Microsoft Lync, Cisco, Avaya, BroadSoft, and SIP standard platforms with the same call recording platform, the solution enables recording in hybrid UC environments and facilitates smooth migrations.
  • Offers flexible recording modes including full (always-on) recording, selective recording and complete call-on-demand recording.
  • Call recording for internal, inbound and outbound voice calls are supported on Microsoft Office Communicator Client, Lync Client and all Lync-compatible phone devices.
  • Encompasses an enterprise-grade, conference-based Lync call recording engine technology with Microsoft Exchange/Outlook integration.
  • Offers a complete performance and quality management solution for contact centers including agent evaluation, scoring, silent monitoring, screen capturing, and enterprise–grade reporting with customizable dashboards.
  • Provides an easy-to-use and feature-rich web–based user interface that’s accessible from anywhere at any time.
  • Quick and easy tools allow users to search and list recordings using any meta-data information.
  • Media recorded with Verba can be shared across the enterprise for further usage through the built-in Publishing Server.
  • Playback functionality is available right in the browser window - no need to install client applications.

ENHANCED SECURITY

  • Multi-level access control enables companies to define who can access what, and what actions they can take with full audit trail and change log history
  • Recorded call protection and access control come standard
  • Separated administration and business rules
  • Single-sign-on support
  • Based on open industry standards including AES, HTTPS and SSL/TLS

BUILT FOR ENTERPRISE IT

  • Optimized libraries powered by Intel offer unmatched performance
  • A software-based solution designed to support modern IT infrastructures and architectures that use standard hardware solutions and server virtualization
  • Enterprise monitoring module sends configurable alerts through email and SNMP
  • Recorded data management provides a sophisticated storage policy framework that allows companies to define rules for data retention and control the recorded data life cycle
  • Seamless integration with SAN-based storage solutions for online operation and archive

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