ReDat Application Server

ReDat Application Server is a functional shell above ReDat3 Recording Unit, ReDat Phone Recorder and ReDat VoIP Recorder. It enables creating of recording system disposing of various functions based on user's needs. ReDat Application Server represents a set of software modules, running on operation system Windows.

ReDat Application Server is an ideal solution for customers, who implemented ReDat3 Recording Unit or ReDat software recorders and now want to improve the system for other extra functions - e.g., evaluate your agents or enlarge storage capabilities. Thanks to the modularity and availability of several extra functions, you can combine various ReDat modules according to your company requirements.

ReDat Application Server features

ReDat Application Server functions are related to specific system modules, which customers select as a programme part of ReDat Application Server.

Architecture of ReDat Recording System

ReDat Application Server is a functional shell above ReDat products - ReDat3 Recording Unit, ReDat Phone Recorder and ReDat VoIP Recorder. However, these products are able to work independently; ReDat Application Server dramatically extends functional possibilities. ReDat Application Server is perfectly software consistent to other products and it uses generated data.

ReDat Application Server benefits

• Intuitive web environment
• Quick work with records
• Download and sending records by e-mail
• Integration with information system, CRM integration module
• Live agent monitoring
• User's phone record control module
• CTI integration, supported technologies: Genesys, Siemens Carol a PrºCentre, Ericsson Solidus Care, Nortel Symphosium, Cisco IPCC, Avaya, Alcatel-Lucent CC Agent, CT Connect etc.
• Tools for agents evaluation
• Synchronous replay of the call record with the agent's PC
• Sophisticated system of data saving and archiving
• Modular architecture
• Documented XML API interface

ReDat Application Server modules

• ReDat Catalog
• ReDat QualityChart
• ReDat StorageManager
• ReDat Encryptor
• ReDat VoiceProcessor
• ReDat VoIP Recorder
• ReDat CTI
• ReDat LineMonitor
• ReDat PhoneControl
• ReDat API

The basic system architecture of ReDat Application Server is in the combination with a basic module ReDat Catalog. The use of other functional modules is bound by the use of the basic module, which can be enhanced according to customer's requirements.

ReDat Catalog

ReDat Catalog is a basic module of ReDat Application Server and it includes following functions:

• Database of records
• Central archiving of records
• Maintenance module

Database of records

Database of records performs the replication of database of records from one or more ReDat3 Recording Units into SQL database. Replication is executed in real time, which enables the upgrade applications to work with the record still during the call. As a part of the module, there are web client function for searching, displaying, sorting or database items and replaying records from ReDat3 Recording Unit.

Central archiving saves audio data from recording devices and creates html list of records. For saving audio data mp3 and wav, compression is used. Using a server with RAID1 or RAID5 disk array is recommended. However, customer NAS system can also be used.

Maintenance module enables rising number of other additional modules according to the user's requirements.

Other features: ensures running of Apache basic components, SQL database, PHP, system supervision.

ReDat QualityChart

If you want to manage a medium or a large contact centre, plan training, encourage operators, control and improve the quality of services, you should seek for a reliable and automated tool for the evaluation of records. For these purposes, ReDat QualityChart, is the right solution, which will improve the work effectiveness in the contact centre.

ReDat QualityChart module provides functions for agents evaluation, which perform evaluation of selected calls and thus helps to increase efficiency of customer service quality. Full automatization of performing evaluation from the selection of records, submitting for evaluation, processing statistics and results guarantees functionality and effectivity of the process. Selected records for performing evaluation are used as models in training the operators. The output schemes and charts enable recognition of the operator's capabilities, motivating remuneration, planning of trainings, considering their effectivity, and suggesting changes in the communication process. Reproduction of the call record with the operator's PC screen - screen recording, serves for considering of the information system knowledge and searching for the critical points in its attendance.

Live monitoring of agents enables catching the agent's unsuitably held communication very early. The function is a standard part of the system. The calls are recorded and monitored in real-time. Activation of listening-in or replaying of the last record is available at any time. You can work with the record even during the call. Record can be controlled from the position of agent as well as supervisor. A special function record on demand saves records during, or after finishing the call.

Demands on HW and SW

Server with ReDat Application Server installation

Demands on PC Hardware where ReDat Application Server is installed:

• processor min. 2 GHz;
• RAM 1024 MB;
• HDD 20 GB; 
• LAN 10/100 Ethernet

Demands on PC Software, where ReDat Application Server is installed:

• Windows 2000 Professional se Service Pack 4, Windows XP Professional se Service Pack 2, Windows Vista
• Windows 2000 Server se Service Pack 4, Windows 2003 Server, Java JRE 1.6.0 and higher;
• Windows MediaPlayer 9.0 and higher

Client PC

Demands on PC HW from where ReDat Application Server functions are to be utilized are:

• Processor min. 1 GHz;
• RAM 256 MB;
• HDD 20 GB;
• LAN 10/100 Ethernet; 
• sound card

Demands on PC SW from where ReDat Application Server functions are to be utilized are:

• Windows 2000 Professional with Service Pack 4, Windows XP Professional with Service Pack 2;
• Internet Explorer 6.0 sp1 + available updates;
• Windows MediaPlayer 9.0 (9.00.00.3349) and higher;
• Windows Vista;
• Macromedia Flash plug-in - for replaying the screen records

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