Simply put, Xarios is in the business of making computers and phones work together by reducing and or eliminating repetitive tasks such as account look up, manual dialing, transferring calls, trying to figure out what was said, where people are, and much more. When that happens, you just get more stuff done by the end of the day.

Our mission is simple; to positively impact an organizations Revenue, Image, Productivity and Efficiency through the use of software tools found in the Xarios Applications Suite.

At Xarios, the notion of “Less Is More” takes on a whole new meaning. We like Simple, Easy, Familiar, Flexible and most of all, Cost Effective. This is why we decided to add the Call Recorder to the Applications Suite and packed it with easy to use productivity tools right out of the box. Following up on that we added optional time and money saving components such as:

- PCI Compliance - CRM Enhancements - Speech Analytics - Seamless Integration

Xarios Call Recorder makes for an economical and easy to use business communications component essential to User Productivity, PCI Compliance and Peace of Mind.

Xarios® Call Recorder is a server based call recording solution

for a wide range of formats. With unlimited scalability and

multi-site options Xarios Call Recorder supports several different

connection types including primary rate, analog, digital and IP

connections. Using an intuitive web interface for playback and

searching users can quickly and easily find calls. As this is web

based, access can be made available from virtually anywhere.

Utilizing CTI connections, Phone System recordings can be

tagged with extra call information such as User ID, User Name,

Account number etc., in addition to the standard date and time,

caller ID (ANI/CLI) and dialed digits. Open CTI connections to

CRM’s such as Salesforcecrm and Microsoft CRM allow Xarios to

embed recording hyperlinks into call data records for faster

access.

With seamless integration using PhoneManager or our Web

service based API, options are available to aid PCI compliance

enabling call recording to be paused and resumed when

sensitive personal financial details are being processed. Calls can

also be played back or tagged with caller specific details which

can then be used as search criteria when looking for specific

transactions. The options are as flexible as they are numerous.

Additionally, one of the unique features available with the

Xarios Call Recorder is Advanced Speech Analytics. Speech

Analytics is a method of extracting useful information about the

speech content and allowing one to search using plain textual

words and phrases.

Speech Analytics provides an automated way of measuring

compliance, searching for specific components of conversations

and more. This means only a fraction of the time is now

required to find important information.

Authentication & Encryption

For businesses wishing to utilize call recording to resolve legal disputes, Call Recorder can provide

authentication for your recordings. Each recording has a unique encrypted digital signature which is used to

verify that the recording is genuine and has not been tampered with. Along with this the actual recording

file can be encrypted using approved industry standard AES based algorithms to protect the recordings from

unauthorized playback or modification.

Timeline of Events

When playing back a recording through the media player, the Call Recorder places automatic and custom

markers on the playback progress bar allowing the user to identify specific events during the call and jump

straight to them. Events such as hold, retrieve, transfer, pause/resume recording or entering of an account

code are automatically recorded. Additionally, custom markers can be added to a recording by the user at

any time during the playback of a call or during a call.

Notes & Favourites

Each call record can have specific notes attached to it for later reference; this is logged along with the user

who created the item. Calls can also be added to a users’ personal favorites list along with a comment as to

why they were added. For example they could add calls that show good communication skills and this could

then be used for training purposes later on.

Streaming

When playing back call recordings over a slow connection streaming can be enabled allowing playback to

start immediately without having to wait until the entire recording has been downloaded. This is useful in

situations where remote users are trying to playback recordings over a slow Internet connection.

Archiving

All recordings can be automatically written to DVD, or sent to local/network hard disks for archiving

purposes; necessary for organizations/businesses that must keep recordings for extended periods of time.

Archived calls are also stored locally on the recorder (space permitting) ensuring that as many calls as

possible can be found and replayed quickly, without having to search manually through archived DVD disks.

Exclusion/Inclusion List

Extensions, agent IDs, caller IDs, hunt groups and account codes can all be set individually to be excluded

from recordings. The inclusion list means that, for example, even though a particular extension is excluded

from recordings, if an important account code is entered on that extension then the call WILL be recorded.

Multiple User Profiles

User profiles on the recorder can be configured for each user that is required to access the search and

playback. They can each be given their own logon details and restricted as to which agents and/or extension

that they are allowed to playback and what actions they have access to. For example a user could be

restricted so they can only playback recordings and not save or email. Any actions that are performed are

also logged in the Audit trail so that a full history of activity relating to a call can be reviewed. This includes

actions of logging in, playback, email and saving recordings.

Call Scoring, Compliance and Quality Improvement

The tools to create customized score sheets with which to assess Users on each call they make are provided

as standard. The results of such scoring can then be made into a report viewable onscreen or via email to

interested parties.

Workflow

Workflow enables calls to be automatically assigned to a supervisor based on specific call information. For

example a supervisor could configure a workflow that retrieves a random 10% sample of their agents’ calls

that have duration of more than 30 seconds. This could then be set to run every day and any matching calls

are added to this workflow. When a supervisor logs in they can then process each call that is assigned to this

workflow, this removes the need for them to manually search for recordings and focus on reviewing the

actual calls. Security options allow you to restrict users to a workflow view preventing them from seeing

calls outside of their department or team. When used with Speech Analytics key phrases can be used to

identify calls. For example a workflow could be defined that retrieves all the calls for an agent where they

did not say the introduction welcome greeting.

Basic Speech Analytics

Speech Analytics provides a mechanism to be able to search for calls that contain specific phrases or

combination of phrases. The basic version is limited to the first 15 seconds of the call.

In-Progress Call Status and Monitoring

Call Recorder Enterprise has an enhanced recordings view which shows the status of calls in progress, and

provides the ability to silently monitor them in real-time.

Tagging Calls

Expanding upon the flagging feature, Enterprise lets you add up to 5 custom tags to each recording, ideal for

organizations that deal with a large volume of calls, tags enable faster and more accurate searches.

CTI Integration

The call recorder can be integrated with Xarios’ own desktop CTI application – Phone Manager or accessed

using the browser interface. Users of Phone Manager are able to play back their own their own calls

through via the call history screen, either through their PC speakers or the telephone handset. Phone

Manager can also be used to tag recordings with specific customer/call information. Order numbers,

customer numbers, fault numbers etc. can all be attached to the recording, allowing for enhanced search

and playback. When used with the Phone Manager API (.Net/ActiveX control) search and playback

functionality can be embedded directly into a third party application such as a CRM package like Sales Force

or Microsoft Dynamics.

Scalability

A completely scalable product, using a central Microsoft® SQL server and multiple slave recorders, call

recording capacity can be increased (24,000 hours as standard) simply by adding additional recorders as

required. All calls can be searched for and played back through a single interface, while each Call Recorder

server is responsible for its own recording and archiving.

Advanced Speech Analysis Module

The Advanced Speech Analysis Module provides full call speech analysis that can be used in workflows and

also phrase searching for a specific call from the main playback window.

Supported Interfaces

The Call Recorder supports a variety of different media formats.

1. PRI T-1

2. Analog POTS Lines

3. SIP Trunks

4. Digital Extensions

5. IP Extensions

How It Works

LAN

These tools can be licensed to provide additional required functionality in the enterprise. The following tools are available:

Allows users to work from any Mitel endpoint anytime, anywhere and retain their DID, CLI, Class Of Service, Personal Speed Dials, Extension Description and Voicemail. Hot Desking is deal for today’s mobile workplace.

Manipulate outbound caller ID based on location for ease of Campaign management.

A campaign dialing application designed to improve productivity by automating the dialing process and collecting call outcomes through the keyset or desktop computer. The Campaign Manager automates the calling process, eliminates errors and interacts with CRM’s all the while maintaining the live interaction between both parties.

A desk top software client allowing its user complete control over all telephone related activities. Phone Manger provides for intuitive operation, detailed call history, Chat, Call Recorder and Automatic Call Look-Up integrations as well as centralized personal directories.

SEAMLESS

INTEGRATION

CRM Telephony Automation Made Easy

Desktop Telephony Automation At Your

Finger Tips

Workforce Mobility Solutions

Extension based console YES YES YES

Speed dials - system & personal YES YES YES

Agent based console YES YES YES

Caller ID/Area Code Mapping YES* YES* YES*

Secure Chat YES YES YES

Hunt Group Based Console - - YES

Global ACD, DND & Forward Control - - YES

Silent Monitor - - YES

Item Limit 50 100 250

SMS Messaging - YES YES

Call Banner YES YES YES

Quick Dial Directory YES YES YES

Application Hot Keys - YES YES

Call History (inc. missed calls & directory) YES YES YES

Quick Dial Hot Key YES YES YES

Do Not Disturb Control YES YES YES

Forward State Control YES YES YES

Personal ACD Status - YES YES

ACD State Indication in System Tray - YES YES

Auto ACD login/logout on startup/shutdown - YES YES

TAPI Interface - YES YES

Application Integration * * *

Macro Support - YES YES

Button Toolbar - YES YES

Button Limit - 50 100

Development Controls (.NET / VB) - YES YES

Xarios Call Recorder Integration - YES YES

Xarios Progressive Dialer Integration - YES YES

Xarios Web Callback Integration - YES YES

The list above is a Summary of the hundreds of features available with the Xarios *

Phone Manager Tool. If there is a particular feature of interest to you which is not

listed, feel free to Call us or email for further information.

Windows® Address Book 2000, XP, Vista YES - - -

Microsoft® Office Outlook® XP, 2000, '02, '03, '07' YES YES YES -

Microsoft® Outlook Express 6 YES - - -

Microsoft® Live Communications Server 2005 - - - YES

Microsoft® Office Communications Server 2005 - - - YES

Microsoft® Internet Explorer 6 (SP2), 7,8 YES - - -

Microsoft® Office Access XP, 2000, '02, '03, '07 YES - - -

Microsoft® Dynamics® CRM 3, 4 YES - YES -

Sage Act! 8, 9, 10,12 YES YES -

Goldmine 5 - 6.5 (BDE), 6.7, 7, 8

(SQL) YES YES YES -

Maximizer 9, 10 (via TAPI) YES - YES -

Salesforce.com N/A YES - - -

Microsoft Dynamics Nav 4.0 SP2 YES - - -

Goldvision 2007 YES - YES -

Sage CRM MME 6 - - -

Sage SalesLogix 7.0 - 7.2 YES YES YES -

Soft Talk - Office Talk Enterprise - - - -

Tigerpaw CRM+ 9, 10,11 YES YES YES -

If your CRM does not appear on this list, feel free to Call or email for further information*

ComSource Contact Information

Mitel ComSource Phone – 480.858.9600 X 19765

Mitel ComSource E-mail – comsource_group@mitel.com

Pre & Post Sale Support

Tel: 888.927.4671 – Xarios Engineering

E-mail: ussales@xarios.com

Url: www.xarios.com

Some features require specific AXXESS/5000/HX/MCD series

versions: please check compatibility list or consult pre-sales.

Future product releases and applications are subject to

availability and cost. Specifications are subject to change

without notice. Some features may require additional

hardware and/or software

Client PC Requirements

MS Windows XP/Vista/7 Professional Versions. MS .NET 3.5 or

higher & Windows Installer

Mitel System Requirements

System OAI & 3rd

Party Call Control. CT Gateway required in Multi-

Node environments