“the Co-nexus CXM® platform
was selected from a group of call recording and quality monitoring solutions
because its design and functionality was most
closely aligned with the policies and procedures
of Katy ISD. Specifically, CXM® is a cost effective
solution installed in the server room that
utilizes a web browser client interface instead
of a proprietary desktop application. This
design minimizes disruptions in its implementation
and its ongoing support.”
—Jim Blackwell,
Katy ISD
technology department
opportunity
Katy Independent
School District, an extensive school district in the
Houston metropolitan area, required a call recording
solution for their recently installed Cisco Call Manager
communication platform. Katy ISD includes over 50 campuses
serving more than 40,000 students. The safety of students
and teachers is protected by the Katy ISD Police Department
consisting of over twenty officers and a SWAT team.
A recording solution was mandated by the Katy ISD Police Chief to record all
inbound requests for emergency assistance. Additionally,
it was imperative that outbound communications to officers
in the field be recorded as well. It is critical to
Katy ISD to preserve these communications to verify
and confirm information exchanged in a stressful environment.
solution
Katy ISD turned
to Co-nexus, Inc. for a recording solution. Co-nexus
recommended its CXM® software application. The
CXM® call recording and quality monitoring software was loaded by Co-nexus on Dell servers and
connected to the Cisco Call Manager. Recording of the
phone conversation is performed at the network layer
by collecting the Voice over IP packets associated
with each phone call. These IP packets are indexed
with call detail information, compressed and stored
on the CXM® server. Recordings are accessed with
a PC standard web browser and replayed in a native
WAV format that can be easily transmitted via email.
results
Using Co-nexus CXM® Katy ISD is now empowered with the capability to instantly retrieve any police related phone conversation and review the information exchanged for accuracy and training.
