ISR functions and features

The ISR can record any type of interactive IP session including voice, video, multimedia and instant messaging sessions in a variety of standard formats. In addition to capturing the session itself, the ISR collects meaningful metadata for each session such as telephone numbers (ANI, DNIS), account numbers, hold times, and transfer numbers for session reporting and management purposes. The solution supports selective recording with start, pause and stop options and provides whole session or percentage-based random recording options.

The ISR provides rich REST and VoiceXML APIs for rapid integration with external applications and systems. These high-level APIs shield Web developers from the complexities of the underlying IP communications infrastructure so they can focus on business innovation. Developers don’t need any training in IP communications protocols – they can leverage simple Web service calls to start, stop, tag and store recordings. The APIs are well suited for integrating with IVRs and creating advanced search, playback or analytics and business intelligence applications.

The ISR is composed of two modular elements that enable the solution to cost-effectively scale from 400 to 4,000 sessions. The Control and Index Server (CIS) selects, starts and stops recordings using Web services APIs; maintains metadata and indices; and provides browser-based administration. The Recording and Storage Server (RSS), under the control of the CIS, records sessions and manages their storage and archival. Both elements run on x86 server platforms or virtual machines and one CIS can manage up to ten RSS elements. The RSS can be deployed incrementally to efficiently meet expanding capacity requirements.

The ISR supports local and geographic redundancy for high availability operation. Session recorders can be deployed within a rack or data center for local redundancy or distributed across data centers for geographic redundancy. Session recording interface servers can be installed in a redundant fashion as well.

The ISR lets customers protect and extend previous IT investments by leveraging their existing storage infrastructure for session recording. The solution can automatically archive recordings to installed NAS and/or SAN storage environments. In a typical deployment scenario the ISR moves recordings from a session recorder to a NAS and then ultimately, if needed, to a centralized SAN for long term archival. The ISR supports remote storage and archival to off-site locations as well including cloud-based storage services.

The ISR includes a browser-based GUI to efficiently search, manage, download and play session recordings. It can be securely partitioned for multi-tenant environments or cloud-based service applications.