Crystal Live Lite. Overview. Main functions and features

• Extremely cost-effective

• Support analog, trunk side and VoIP telephony interface

• From 4-120 input channels per host • Fully Web based GUI

• Record and live monitor both voice conversation and screen activities • Cost free application module – CL Dashboard for call statistics • Capturing all call information without CTI/ ACD involved • Cost free APIs to integrate seamlessly into 3rd party applications

Overview

Targeted to SMB market, CIS® has developed the most cost-effective recording solution available today without any compromise to system stability, flexibility. Through hundreds of implementations for a certain market segment like SMB market, CIS ® understands customer trend better than ever. We are committed to ensure that organizations are able to effectively leverage an affordable recording solutions to capture, evaluate, analyze and improve multimedia interactions over converging networks. Crystal Live Lite ® widely support a variety of telephony interface including Analog, digital trunk and VoIP. It can be seamlessly integrated into your existing and evolving infrastructure.

and Screen Activities by

Crystal Live

Lite ®

Crystal Live

Lite ®

Main functions and features

Recording and Live Monitoring

• Record and live monitor telephony conversation transmitted on Analog, E1/T1(PRI), VoIP • Record, live monitor agent/employee desktop screen activities • Call information will be retrieved via FSK (Analog), D-ch (E1 PRI and VoIP) • Call matching can be done through SMDR interface, and it’s fully customizable in case of different SMDR character format, no CTI is required (for E1 PRI environment) • Total recording, selective recording and Recording on demand • Manage captured data in well-organized order and save in any destinations you want by means of predefined archiving and recycling strategy

• Live monitor up to 2 telephony conversations and 4 agents desktop screens simultaneously

• Immediate Replay enables you to replay a telephony conversation from the beginning even it is finished yet. It helps you understand what’s really going on for the matter

Search & Replay Locate recordings quickly and precisely

• Search criteria: • Time, Duration • Caller/Called ID, Extension number, Call direction • User name/Agent ID • Agent/User Group • Skill ID • Reference number • Tag for play/unplayed, Importance, Transfer, Multiline • Remarks and Annotation • With saving the most frequently used searching combination, you are able to find the target recordings instantly • Up to 40 customer self-defined data fields makes sure that Crystal Live Lite® searching engine can be fully customized to fit different type of business • Fully customized list view for searching result – user decides what call information will be shown and grouped by what key business parameter • Share the recording by saving as different codec voice files, email or exporting to Microsoft word & Excel

Replay interactions for accurate scenario reconstruction

• Scenario Reconstruction Once a telephony conversation it is transferred or put on hold, the traditional call recording solution will cut it into multiple

recording files, which is hard to be bundled together for complete conversation retrieval. CIS provides you Scenario Reconstruction technology to enable you to replay the multi-calls from the beginning to the end automatically by simply double clicking any record of this conversation.

• P2P, Streaming, Replay Buffer, all these technologies provided by Crystal Live ® just ensure the quality during live monitoring, replaying recordings in a wide range of configuration for the network. It’s the essential part of Hosted Recording Environment

• Customer and agent voice will be separated into two wave forms

• You are able to tag on wave form as many points as you want for future query

• Key call information will be sticked on during playing the recording and it’s fully user defined

Archive and Storage

Archiving Strategy • By Time, Extension Number, Call Direction, Time/Duration • Storage Media/Space • Recording stopped • Service Stopped • Error for database connection Storage Media • DVD-RAM, Local hard drive, Portal hard drive, NAS

System Security and Alarm

System Security • Physically protect the recording from being played if the file is lost or stolen with private owned file encryption algorithm(Option) • Self-defined multi-level user accessibility • Timely renewal is required for user password System Alarm Trigged by: • CPU/Memory Status • Delivered via email and compatible with: • Gmail • Microsoft Exchange • Lotus • Microsoft Outlook

Technical Specification (In Brief)

System scalability • 4-120 ch/server Operation System • Microsoft Windows 2003, Windows XP, Windows 7, Windows 2008 Database • Microsoft SQL Server 2005 or above, Microsoft SQL Express Multilanguage • English, Dutch, Hebrew, Chinese, Spanish Recording Triggers • On/Off hook, Energy Detection, DTMF combination, CTI Events, Client Application, APIs, Agent/supervisor initialized Codecs • Microsoft GSM • G.711, • Wave file formats: Microsoft GSM, Linear signed • 8 & 16-bit PCM • MP3 • μ-law or A-law per G.711 Protocol • VoIP – H.323, SIP, SIPRec, Skinny, MGCP, SCCP • Digital Trunk – Euro-ISDN Estimated MTBF (Recording board)– 600,000 hours

2U 19 inch Rackmount Chassis Front LED indicator for PWR and HDD

CPU: Intel Core i3-2120 3M 3.30 GHz LGA 10D/Intel Core i5-2500 3.30 6M LGA 1155 Memory: DDR III 4 G

Hot Swap, Key Lock, Toolless Needed SATA II 500G x 2

Main Feature Comparison List (Crystal Live and Crystal Live Lite)

Crystal Live Lite Crystal Live

System Capacity (/host)

Analog(ch) 4-72 4-256

Digital Station (ch) No 8-256

Digital Trunk (ch) 30- 120 30-240

VoIP (ch) Up to 100 Up to 512

Telephony Interface Analog, Digital Trunk Side, VoIP Analog, Digital Station, Digital Trunk Side,

VoIP, Radio

Recording Method Tap recording Tap recording, Active Service Observe

Recording

Recording Options

Total Recording Yes Yes

Selective Recording By Time, Extension Number, Call direction/Duration, Caller/Called ID By Time, Extension Number, Call direction/ Duration, Caller/Called ID, Business Rules, Agent ID/Name, Skill/Skill Group, Sampling recording

Recording on Demand Agent or Supervisor initialized Agent or Supervisor initialized, APIs driven/ CTI events

Scheduling Recording No Yes

Protocol Digital Trunk Euro-ISDN CAS, NFAS, DASS2 and any Q.931 based

ISDN variant

Security

PCI DSS (Option) No Yes

File Encryption (Option) Yes Yes

Password Protection Yes Yes

Audit Trail No Yes

Archive and Storage

Archive Strategy

Extension Number/ Agent ID, Call Direction, Time and Duration, Caller/Called ID

Extension Number/ Agent ID, Call Direction, Time and Duration, Caller/Called ID, Customer Private Data, business type

Integration

CTI No Yes

SMDR Yes Yes

APIs Yes Yes

Special Integration No

Avaya DMCC, Tadiran Silent Monitor, Cisco BIB, Alcatel DR-Link, Motorola Motobridge, ACMEPacket SIPRec etc.

Available Options

CL Planner® CL Planner Basic CL Planner Pro

CL Agent® Yes Yes

CL ScreenCap® Yes Yes