Presentation for

04/2011

• Crystal Gears® (CG as short) is a new next generation desktop digital recording system like no other before. By widely compatible with most popular telephony communication platforms, CG is the first recorder around the world that capable for capturing interactions from traditional circuit-switched telephony environment to VoIP telephony without hardware upgrade (only available for soft phone and SPAN to PC embedded VoIP phones) or extra license.

• CG supports all telephone systems, analog, digital and VoIP, all you need is to install the CG software application on your computer and connect the interface modules (CG Box 130 for Analog & Digital phones, CG VoIP Box for IP phones) to the phone base, or even without any interface model for soft phones and some VoIP hard phone like Cisco 7970, 7941, Yealink SIP phone etc.

• Crystal Gears reverses the image of traditional call recording and monitoring. No complicated site deployment and expensive investment are required any more. By simply installing CG software into your laptop or desktop PC, both installation and Maintenance are fully automated. All functionalities for traditional recording & monitoring system will be empowered, more than that, by interconnecting with Crystal Centralised Management® system, it helps you build a distributing recording system by ignoring geography gap.

Why

• To ensure compliance with increased strict regulations, customer service quality, employee productivity, sales verification and business intelligence, Call recording system have become more and more popular and crucial to organizations worldwide. It has the same meaning to SMB business, SOHO, Multinational Company and Home Agents. Obviously, Traditional server based recording solution is not applicable for their demands about flexibilities, cost-effective, smooth upgradeability and centralized management for call recording system.

• Crystal Gears™ is the most progressive, ground breaking desktop call recorder available today in the market. With the integration of a number of cutting edge technologies, Crystal Gears™ empowers you to capture both IP and TDM communications with the same of better degree of reliability offered by traditional server based recording system.

Main product highlights

• Highly secured solution basing on SSL protocol

• PnP (Plug & Play), fully automated software installation and maintenance

• Software Switchable between TDM and VoIP telephony environment, smoothly migrate to VoIP

environment, significantly saves your inestment

• Support PoE VoIP phone set (CG VoIP PoE Box is required)

• 2 search engines (Quick & Instant) with up to 12 searching criteria (call information) enables you to locate

the records quickly and precisely.

• Immediate Replay even though telephony conversation has not finished yet helps supervisor figure out

the root cause immediately

• CG provides you Scenario Reconstruction technology to enable you to retrieve the multi-calls from the

beginning to the end. No matter how many times the call has been held or transferred

• Advanced recording file naming – you can self-define the format of your recordings exactly the way you

want in a well-regarded, easy to understand way

• Self detecting of both protocol and IP address for IP phone makes it easier to setup and be

configured

• User defined folder structure helps you manage record audios in well organized order and

avoid potential system risky

• Manage system users basing on both Users and Roles concepts. No matter how many

locations your organization is distributed and CG clients you installed, you can manage your

team in most logic way (only available in Online mode by interconnecting with Crystal CM

system)

• User defined multi-language support

• Widely support G.711, G.723, G.729, GSM, even G.722 which is more and more popular VoIP

scenario

• Save calls locally or on the network server for Centralized monitoring and playback.

Streaming mode live monitoring and screen activities capturing

(Only available in online mode by Interconnecting with Crystal CM system)

Lowest Total Cost Ownership

Crystal Gears ® is fully portable recording solution, without any expensive voice card, simply install CG software and CG Box, all telephony interactions together with a plenty of call information will be captured without any interruption.

A Recorder Fully Secured

• File encryption basing on private algorithm• Data transfer basing on SSL protocol in online mode• User defined password protection

Easy Transition from Traditional Circuit-Switched telephony environment to VoIP

• Migrates to VoIP recording at your own pace, Record from traditional circuit-switched (TDM) and new VoIP PBXs can be easily soft-switched in the same system, just replace the interface module from CG Box 130 to CG VoIP Box or even no replacement for soft phones and some VoIP hard phones to preserve your investment.

• With packet sniffing and signaling analysis technologies, Crystal Gears™ supports a variety of IP phones and IP PBX, like SIP, Cisco, Avaya, Alcatel, Tadiran, Nortel, Panasonic, etc…

• VoIP environment self-detection function helps users who has no IT knowledge background

make the right settings for all types of VoIP parameters automatically

Easy to Install and Maintain

System Architecture in different Scenarios:

CG is Running as Standalone Recorder

VoIP Recording Scenario 1 :

No Hardware for “SPAN to PC” enabled hard phone or soft phone, full recording information included

Recording IP Phones with CG VoIP Box

VoIP Recording Scenario 2:

Record VoIP telephony with CG VoIP Box, full recording information included

Recording Analog Phones with CG Box 130

Analog Telephone Line Recording Scenario:

Tap recording without any interruption, full call information included

Recording Digital Phones with CG Box 130

Digital Phone Recording Scenario :

Record all voice conversation by tapping on handset, without CLID

CG is Running as Client Site with CM

Distributed Recording System

Scenario :Record all voice conversation and upload to CM server securely compatible to PCI Standard, all CG users and system administration as well as live monitoring will be performed on Crystal Centralised Management Platform via Internet Browser.

CG Box 130CG VoIP POE BoxCG VoIP Box

Crystal Gears available in three versions:

• Software only (for soft phone, USB phone and VoIP hards phone with SPAN to PC function)

• With CG Box 130 (for all types of phones , including Analog - Full call information, Digital and VoIP - without CID)

• With CG VoIP Box (for VoIP hard phone, full call information)

• Running on Microsoft Windows XP or Windows 7.• Fully secured solution basing on file encryption• Multilanguage.• Easy to use Graphical User interface (GUI).• Password protection• Compatible with any telephone set• Records and save telephone calls on your PC hard drive in WAV or MP3 format.• Automatic or manually recording for incoming and outgoing calls.• Archive or saved files simultaneity to any hard drive or network drive.

Main Features

Search Recordings

• Past Recordings can be found easily using the integrated searching facilities:

• Search by Time (From to)

• Search by Call duration

• Search by Notes

• Search by Remarks

• Search by Importance.

• Search by name (the user name that login to the system)

• Search by extension number (which the user enter manually)

• Search by Caller ID for incoming calls (for VoIP and analog line recording)

• Search by Called ID for outgoing calls (for VoIP and analog line recording)

• Search by Direction of the calls (for VoIP and analog line recording)

• And more…

• During a call, additional notes can be added to the automatic or manual initiated recording

• High performance compression to save disc space.• Export to Excel• Past Recordings can be E-mailed as attachments and archived for future reference,

all the call information (date, caller ID, notes…) will be add also and send automatically.

• Download recording files.• Delete recording files• Ability to defined minimum and maximum record time• Ability to enter pre defined user name and extension number which will appears in

the database of every recording

Main Features

Scenario Reconstruction

• In Contact Center, Agents make and receive tons of calls every day to handle customers requests regarding complain, consulting, operation processing etc. Even the well-trained one will probably encounter some intractable issues which critically needs assistance from their superior. In that case or any others, agents have to hold customers' calls for a couple of seconds, and make a call to their superiors or even conference them into the customers' calls.

• The traditional call recording solution will cut this conversation into multiple recordings, which is hard to be bundled together for complete conversation retrieval. CG provides you Scenario Reconstruction technology to enable you to retrieve the multi-calls from the beginning to the end. No matter how many times the call has been held or transferred, CG marks the first call with, once you press it, all related calls will be expanded.

Player Windows

Configuration Windows

Playback Recordings

• Playback files:• Fast Backward and Forward• Play, Pause, Stop • Easy navigation through calls (next, previous)• Volume control• Absolute and relative time show.

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