How to choose: Revcord Tower or Rack Mount Recorder

Each Revcord recorder has a long list of features including web based browser, unlimited access without costly licenses with free screen recording and call evaluation software.  Revcord offers two models with different hardware configuration (model CYA and MCS) however the software does not change. These models are available for connection to analog and digital telephone systems. Revcord offers systems with analog capture cards, digital capture cards, and with combinations of analog and digital capture cards. These capture cards connect to your telephone system, two-way radios or other audio inputs by use of amphenol cables. The Revcord system allows the combination of analog and digital channels in the particular channel configuration you require.

Tower

The model CYA was specifically designed and priced where price is of primary consideration and redundancy is not a critical requirement. The model CYA/CM features a tower chassis, 500 GB hard drive, combo DVD drive, and the option of backup to a USB hard drive or Network Attached Storage (NAS).

Rack

The model MCS features dual hot swappable 500 GB hard drives with Raid 1 (mirrored recording on the hard drives) and dual hot swappable power supplies for added redundancy in a Rack Mount Chassis. This model is intended for applications in which voice recording is critical and where even the remote possibility of one call being missed could have unacceptable consequences.

Conclusion

While both Revcord recorders are very low in cost, for the budget application the tower is a great buy at about 40% less the rack version.  For more robust applications and a neat rack mount installation, the rack mount version is preferred. It is recommended that both recorders be placed on a UPS (uninterruptable power supply) to prevent power loss and power surges which can damage computer based equipment.  A UPS will allow recorders to continue recording during a brief power failure.   Find full specifications with installation and operation manuals along with discount pricing and support at vlrcommunictions.com and for a great demo go to revcord.com.

How to choose: Total Recall Recorder Desktop or Rack Mount

Total Recall TRL desktop recorders provide secure voice logging for up to 24 phone lines, phone instruments, two-way radios, and/or other sources of conversations.  The TRR rack mount version is available with 4 and up to 72 channels.   Total Recall Recorders have a built-in color display and hard drive for access to the most recent 60,000 conversation hours, built-in CD/DVD recorder to archive 180 hours on a CD or 1,000 hours on a DVD, and simple navigation keys. They also provide LAN/WAN and dial-up access to recordings and live monitoring.

Desktop

Inexpensive and easy to use, the desktop recorder is practical where recordings are important for training and support of disputes.  The latest version of the desktop recorder accepts 4, 8 and 12 channel cards with a total capacity of 24 channels.  The recorder is easy to install and can be mounted anywhere you have access to power, local area network, and your phone and radio connections.

Rack

The rack mount version came out after the desktop recorder was well accepted in the marketplace.  The rack mount version has a much larger channel capacity and while just as easy to install the rack mount version is more robust by limiting access to the input, power and network connections.  An option for the rack mount version is an additional hot swappable power supply for added redundancy.  There is a optional portable housing for the rack mount version so it doesn’t actually have to be mounted in a cabinet.  Expansion is available with 4, 8 or 12 channel cards.

Conclusion

Both recorders should be just as dependable unless the additional power supply is added to the rack mount version.  If your requirements are below 24 channels and you don’t want to put the recorder in a secure cabinet, then the desktop is quite acceptable.  It is recommended that both recorders be placed on a UPS (uninterruptable power supply) to prevent power loss and power surges which can damage computer based equipment.   A UPS will allow recorders to continue recording during a brief power failure.   Find full specifications with installation and operation manuals along with discount pricing and support at vlrcommunictions.com.

MELCO vs. DEES Service Observing

Also known as a Teletrainer, a Service Observing unit is designed to allow a supervisor to listen to telephone representatives.  A unit can monitor 30 phones and can be expanded to 90 phones.  Service observing is a simple and effective way to train, assist and evaluate employees.  Melco was a pioneer in service observing beginning in the 1970’s.   In the 1980’s the product was acquired by Thomas & Betts.  When component parts became unavailable in the 1990’s T&B simply dropped the Melco product line.

The units bridge the analog telephones and allow a single supervisor to select and listen in to any connected telephone.  With digital phones and VoIP phones, the service observing units are connected to the phone with a handset tap.  With the handset tap, the supervisor’s talk assist may only talk to the local person, not the party being called.  Also the tone alert is only heard by the local telephone.  A wire pair from each handset tap must be connected to the service observing unit, thus more wires throughout the office.  The handset adapter is also subject to misuse.  The EDAC, electronic digital to analog converter, was developed to bridge the digital phone pairs (not for VoIP phones) and provide the service observing unit the audio for monitoring.  The EDAC provides a more dependable interface, however using an EDAC does not allow talk assist or tone alert.

Fortunately, Dees manufactures an exact replacement for the Melco KMT-330AT 30 line unit and the KMX-333B 30 line expansion unit.   Dee’s product is called the CM-30 and the expansion unit is the CMX-300.  Dees uses a small power supply model 368 in place of the large regulated Melco MPS-120 power supply.  The Dees unit uses modern technology and is well received by the call center market.  The CM-30 will replace a Melco KMT-330AT with the same connectors with no changes in the input or output connections.  However, the optional talk assist and optional tone alert is addressed differently.  These options can be added later as the Melco wire plan does not prevent the system to disturb operations when a Dees unit is reconnected.  The VLR Communications web site has operation and installation manuals for Melco and Dees products.

VLR Communications suggests customers using Melco and Dees service observing units consider replacing them with a voice logging recorder.  Recorders were much more expensive when service observing was introduced.  At their own desks, multiple supervisors may monitor calls, search for recordings, and even email recordings, all this over the LAN.  A recording replaces notes and hearsay long after the observed call is completed.  Recordings can be used to train new employees, document issues, and recordings can be shared with the call center’s customer as proof of performance.  Recorders can interface with analog, digital, T1 and VoIP phone systems.  Existing EDAC units can be used with analog input recorders.

How do I record or monitor a digital telephone

There are several ways to record or monitor a digital phone using Dees or Melco service observing systems.  Actually, the best way to monitor is direct digital recording where you bridge your digital phone pairs to the recorder.  Recorders from Revcord, DVS Analytics and Oaisys handle most telephone systems such as Nortel, Avaya, Panasonic. This direct digital recording allows recording each telephone station capturing inbound, outbound and station to station intercom calls.  Caller ID and other station information is passed to the recorder.  Service observing units do not have direct digital connections.

A very practical way of recording and monitoring digital telephones is with the EDAC.  This is an Electronic Digital to Analog Converter.  The EDAC has been used since digital phones were introduced and is still widely used.  However, the EDAC allows only monitoring or recording the telephone station and does not allow Talk Assist on the service observing units.

A simple way to monitor or record a digital telephone set is to use a Y connector in the handset cord.  Simply, the center pair has both sides of the conversation on it, as it is the wires to the speaker in the handset.  The problem with this method is that a wire pair must be run back to the equipment room where the recorder or service observing system is located.  When using Service observing units the Talk assist feature is available.