Call centers and call monitoring
The DDNET solution for call monitoring appeared as a consequence of a company to develop more call centers and to verify the employees efficiency.
The first phase meant the implementation of the internal data and voice networks by using a infrastructure physically separated for a more efficient control and a higher security of information. We also took into consideration the confidential information that were supposed to be exchanged between the clients and the employees. The Call Center solution and the monitoring system are designed with a maximum security level and with redundant voice and data networks. The uptime of the Internet connections and of the internal network is intented to be almost 100% and this is one of most important goals of the project. The other essential goal is keeping secure the confidential content.
The of-the-shelf solutions which are available are very difficult to adapt to these specifications and the quoted prices were above 200.000$ so we had to implement this 100% software solution and it was completely developed by the DDNET team. This solution allows the collection of all the calls made by any VoIP equipment installed within the company in a transparent manner and without affecting the infrastructure. Beside the software components which store and extract all the VoIP calls we created a web interface which allows the access to all the calls and the control of the software configuration parameters.
The web interface is designed for a considerable number of access levels over the various functions offered by the administrator. Besides the call archive which can be completely accessed from the web page, we allow live listening of any calls from the same web interface. The details for every call are stored in the database and are displayed in the archive details page. You also have the posibility to download these conversations. The interface allows you to access an advanced search menu and to sort by various criteria.
The major advantage compared to other commercial solutions is the modular design of the integrated components. The solution is easily adapted to any VoIP platform no matter the network type. Another advantage is the scalability as the application can collect and store information. Their quantity is limited only by the existing hardware, as the installed solutions already stores more than 30000 conversation hours and more than 800 GB in archives.
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