Co-nexus offers its CXM® call recording and quality monitoring applications in CTI, D Channel, VoIP span port and VOX integrations to all major communication system providers.
cti integration
CTI offers the highest level of integration between the communication platform the CXM® recording system. The CTI event stream provides comprehensive details about every call that is used by CXM® to trigger call recording and quality monitoring, set exact recording start/stop indicators and to effectively index the recordings. CXM® recordings empowered with CTI events are indexed by date, time, extension number, extension name, agent ID number, agent name, DNIS, ANI, dialed number, call direction, call duration, hold time and transfers.
d channel
An event based recording integration that indexes the CXM® recorded calls with date, time, extension number, extension name, agent ID number, agent name, ANI and call duration. Effective for smaller implementations when CTI enablement is cost prohibitive.
span port
The VoIP platforms in favor today can be effectively recorded through spanning technology. CXM® records VoIP data packets and indexes them with date, time, extension number, extension name, agent ID number, agent name, DNIS, ANI, dialed number, call direction, call duration, hold time and transfers.
vox
Older technology used to start/stop recording based upon the detection of sound. Call recordings and quality monitoring indexed by date, time, duration and channel number. CXM® is event-based recorded and rarely utilized VOX. VOX is typically used by CXM® to record radio traffic.
