Virtual Logger - SaaS Call Recording for Contact Centers

Virtual Logger

VirtualLogger Discovery Document

This Discovery Document is designed to provide a very detailed description of your telephone and network infrastructure so that we can implement the best possible recording solution for you. Please fill out as much of the document as you can, and we'll provide you with valuable feedback on how we can support your business. If you have multiple locations, please complete one form for each location. Your information: Tell us who you are and how to communicate with you.
Customer Information
Company Name
Address
City, State, Zip
Operations Contact	check if main contact
Contact Info (phone, email)
Technical Contact	check if main contact
Contact details (phone, email)
Other Contact (specify)	check if main contact
Contact details (phone, email)
Other Contact (specify)	check if main contact
Contact Info (phone, email)
Time Zone
Hours of Availability

Your Objectives: Tell us what functionality you need.
Check the box next to each area that best describes your requirements or preferences.

Functionality Required

Audio Recording

100%	Quality Sampling (what %?)
Record on Demand(#simultaneous recordings)

Calls to be recorded

Inbound Outbound Internal

Screen Capture (video recording)

  100%     Quality Sampling (what %?)
  Additional Agent Monitor
  Record on Demand(# simultaneous recordings)

Use of Data

Quality Monitoring Legal compliance/Dispute resolution

Features Required
(if unsure, do not check)

Evaluation Forms CTI Interface CRM Interface Coaching
Filtering E-coaching/e-learning Post-call surveys Speech Analytics

Recording Uptime Required

99.5% (standard) 99.9% 99.999% >99.999%

Record Retention Required

99.5% (standard) 99.9% 99.999% >99.999%

Access Uptime Required

99.5% (standard) 99.9% 99.999% >99.999%

Online Access Period (Audio)

Enter amount in days (90 days standard)

Archive Access Period (Audio)

Enter amount in days (2465 days standard)

Online Access Period (Video)

Enter amount in days (30 days standard)

Archive Access Period (Video)

Enter amount in days (0 days standard)

Existing Recording
Audio Recording	Yes - 100% Yes - Sampling No
Recording Technology	Manual/Tape Automated - obsolete Automated - limited capacity
Existing Recorder	Cassette, Similar NICE Verint Other
Model/Version of Existing Recorder (if known)
Calibri Recording Method (if known)	Service observe/sampling Trunk-side tap Station taps
Storage Media	Cassette tape DAT tape Hard disk Other
File format (if known)	WAV VOX Other if proprietary, check here
Screen Video Recording	Yes - 100% Yes - Sampling No

Project Stage/Status : Tell us where you are in your decision-making.
Project Status
Open to Considering	Strongly interested Willing if within budget/affordable
Actively Researching	Yes No
Defined Objective	Yes No
Budgeted?	Yes No
Formal RFP	RFP Issued RFP Expected No RFP planned
Expected Decision Date	within 90 days within 180 days more than 180 days
Expected Deployment Date	within 90 days within 180 days more than 180 days

Telephony Environment : Tell us as much as you can about the telephone system you use.
Telephony Environment
PBX/Switch Make
PBX/Switch Model
PBX Software Version/Release
Phone Make
Phone Model/Version/Release
Number Of Stations to be Recorded
Number Of Agents to be Evaluated
Number of Desktop Monitors for Screen Capture
Dialer Make/Model/Release	check if N/A
Dialer Connection	Analog Digital VOIP
IVR Make/Model/Release	check if N/A
If IVR-Record Calls With IVR	Yes No
List all Other Components Of Your Telephony System (CTI Gateways,etc)	check if N/A
Type Of Inside Telephone Signaling	VOIP Digital Analog
Number Of PSTN Trunks	Required if trunk-side recording, otherwise for information only
Type Of Trunk Lines	RBS/CAS(24 voice/T-1) ISDN (T-1 or E-1) NFAS
If NFAS, Total Lines In Group	Specify number
Trunk Lines Dedicated To PBX?	Yes-not shared outside call center No-shared with other functions
Call Distribution On Trunks?	Round robin (calls distributed evenly) First available (most calls on few trunks) Other
If Round Robin On Trunks	Willing to change to "first available" Not willing to change
Average Call Duration	Enter call length in seconds or decimal
Busy Hour Percentage	Enter percentage of or total number of day's calls during busy hour
Seasonality check if N/A	Peak Months: Max # Seats: Max# Agents: Off-Peak Months: Max # Seats: Max# Agents
Service Observe/Silent Monitor	Available on PBX: Yes(if "Yes", answer next two questions) No
Service Observe/Silent Monitor	Remotely accessible Internally accessible only
Service Observe/Silent Monitor	Analog phone access Digital phone access Analog and digital access
2 Or 4-Wire To Handsets	Number of 2 wire phones: Number of 4 wire phones:
Telephony Changes Planned	No Yes (please describe)
Telephony Staff Support	Dedicated telephone staff IT staff supports telephony Vendor support
Telephony Staff Location	Co-located with telephone system Remote from telephone system

Data Environment: Tell us as much as you can about your IT infrastructure and organization.
Data Environment
LAN Bandwidth	100 base-T Other (please specify)
Current Load
Bandwidth to ISP
Firewall
Storage Policies	Can VirtualLogger store recordings at its site? Possible Preferred No
Security Issues/Requirements	Banking/GLBA Health Care/HIPAA Payment Card/PCI Other-please specify:
IT Staff Support	Yes No
IT Staff Location	On-site Remote

Screen Capture Environment (Complete only if you require screen capture.)
Screen Capture Environment
LAN Switch Brand
LAN Switch Model
Network Type	Windows Workgroups for Windows Novell Other
Workstation Operating System
Workstation RAM
Workstation free space	At least 50 Mb? Less than 50 Mb
DHCP?	Yes No (fixed IP addresses)

VOIP Information: Complete only if telephone system is VOIP In addition to the information requested below, please provide a diagram of your network for the transmission of VOIP.
VOIP Information
Signaling (SIP, H.323, etc.)	Describe protocol and any variations from published standards:
Encoding (G.729, G.711, etc.)	Describe protocol and any variants (e.g. G. 729a, G.729b, etc.):
VoIP Header Data Elements	List any data elements available in VOIP header packets (if known):
VOIP LAN Segments - Do all VOIP packets travel at least one segment in common?	Yes No If no, how many?
Total VOIP Stations	Same as to be recorded More than to be recorded; (# if more )
Fixed IP or DHCP?	Phone IP's are fixed Phone IP's are variable
If Phone IPs are variable	Phone IP's can be fixed Phone IP's must be variable
Record Internal Calls?	Yes No
If Encryption is in use, can Client supply key?	Yes No N/A

Call Center Operations Please tell us how you operate your call center with regard to Quality Monitoring
Center Operations
Does the list of agents or stations to be recorded change? (if yes, explain)
Fixed or Free Agent Seating	Free seating Fixed seating
If fixed, are stations shared?	Yes No
Number of Reviewers/QC
Number of Calls Monitored	How many per agent? daily weekly monthly quarterly
Evaluator Calibration Sessions	Frequency: Simultaneous users?
Any Special Requirements?

Telephone Behavior Tell us how your agents use their phones.
List steps taken by agent to log into phone system:
List steps (including exact button presses) taken by agent to answer a call:
How else can an agent take a call?
Between calls is the handset:	On-hook (handset down) Off-hook (handset off) No handset Mixed environment (please describe)
List steps taken by agent to end a call:
How else can an agent end a call?
List steps taken by agent to place an outbound call:
Does agent have an additional line for private calls?	Yes No
If so, should private line be recorded?	Yes No
Describe what appears in display for inbound calls, in order:(ANI, DNIS, Skill set, etc)
Describe what appears in in display for outbound calls, in order:(Dialed Digits, etc)
Are calls put on hold often?	Yes No
If Yes to hold, maximum hold time in seconds:	(Note, silence timeout will override start/stop signals if not accurate)
Are calls transferred?
If transferred, requirement is:	All parts in same recording Transfers can result in separate recordings

CDR Data Elements - Standard
VirtualLogger will append the following data elements to its database for search, retrieval and reporting purposes. These data elements are generally available for all station-side and VOIP recording installations and may be available for others. Those elements if available may include: Extension, Date, Time, Duration, Call Direction, Flag, Comments, Recording channel, and Recorder name.

Additional CDR Data Elements Required If required, VirtualLogger can append the following data elements to its database for search, retrieval and reporting purposes. The inclusion of these data elements depends on their availability through your system. Check below the data elements you might want.
Agent Identifier	Yes No
ANI/Caller ID	Yes No
DNIS	Yes No
Dialed Digits	Yes No
Skill Group	Yes No
Campaign	Yes No
Account/Client	Yes No
Other (Describe)	Yes No

CDR Data source: check the appropriate box to what data sources of data you may have available.
CDR Data Source
Phone Display	Check if your phone is digital and displays the information you want.
SMDR	How delivered, e.g. IP or serial port, address information, etc?
CTI
CRM
Workstation screens	Check if data appears in desktop applications during call

Anything we've left out? If there's something you think we forgot to ask, please tell us here