Truelog Product Overview
The Truelog system provides a comprehensive solution for both trunk-side and extension-side voice logging.
It accommodates Primary Rate and Basic Rate ISDN, analogue trunks and extensions, two-way radios, VoIP Trunks and IP Extensions. Any combination and quantity of these audio circuits can be accommodated simultaneously within a server or a server cluster. A Truelog server supports up to 480 channels (16 x E1) and multiple servers can be seamlessly cascaded to handle any number of lines. The Truelog system is based on a standardised PC architecture, utilising Intel hardware in conjunction with custom hardware interface modules.
The interface modules make use of USB connectivity to the server (Universal Serial Bus), from which they are also powered. USB interfacing provides a number of advantages over the traditional PCI technology usually found in other professional systems, including a 'hot-swap' capability which allows maintenance, expansion and reconfiguration to be performed whilst the system remains fully operational, i.e. avoiding any need to switch off or restart the system.
The Truelog Interface Modules are used to monitor the various types of telecommunication lines used in the telephone network, and make use of high impedance (non-intrusive) parallel connections to capture audio and data from the lines.
ISDN Primary Rate Interface
30 Channel per module.
Compatible with E1 PSTN or inter-PBX links.
Analogue Interface - 4 channels per module.
Compatible with analogue PSTN, analogue extensions & radio circuits.
DTMF detection for trunks, extensions and radio.
FSK Calling Line Identification (CLI) detection.
ISDN Basic Rate Interface
2 x So Bus / 4 speech channels per module.
Compatible with So Bus NT - TE connections.
Truelog Technology Overview
The Truelog server is based on an Intel architecture in conjunction with a Win8.1 x64 operating system. A server is rated in accordance with the number of concurrent channels that can be recorded (up to 480 per server), which is a function of the server’s CPU processing capability, and which is scaled in accordance with traffic requirements. Multiple-server ‘cluster’ configurations permit scaling to any number of concurrent channels with fully transparent operation. A cluster can include any number of servers distributed over multiple sites within a WAN environment.
A Truelog system is supplied with dual redundant hard disk drives, ensuring that no data will be lost in the event of a single hard disk drive failure. The basic system is available in two hard drive configurations as follows:-
- Dual 1TB 120,000 hours online storage capacity
- Dual 2TB 240,000 hours online storage capacity
Additional storage capacity can be added as required, without any practical limit. For example, a standard 2TB system equipped with an additional 8TB Hard Drive (dual drives for data redundancy) will provide over 2 million hours of recording capacity. A system equipped with additional 2 x dual 8TB Hard Drives will provide over 4 million hours etc.
The system can also store its online data on any number of networked NAS drives, which effectively provides unlimited storage capacity. The NAS drives may be on-site, off-site or a combination of the two. Please note that this storage capacity is on-line, which ensures immediate access to an unlimited quantity of voice logging files, without any need for restoration of backups or archived data.
The unlimited storage capacity complements the scalable database which can grow without any limitations. The use of table partitioning on a monthly basis ensures that database query latency remains minimal, independent of the database size. In addition to redundant hard disk drives, a system can also be equipped with redundant power supplies. For critical applications, full redundancy can be provided, with the server and interface modules being duplicated.
The Truelog system captures audio at variable rates (from 64k for ISDN to ~20k for G.729 VOIP) and converts the audio data to an encrypted MP3 format (128 bit MD5 encryption) at 16 kilobits per second. This compression allows for reduced file sizes whilst preserving the highest level of voice quality.
The Truelog system can be tailored to diverse PABX and call centre environments, making use of CDR/SMDR (Call Data Records / Station Message Detail Recording) or CTI (Computer Telephony Integration).
CDR / SMDR
In the case where a PBX system does not support a third-party CTI link, Truelog makes use of the CDR or SMDR output from the PABX to correlate calls recorded on the trunk ports, to the extensions associated with the calls.
Truelog accommodates CDR/SMDR via V24/RS232 or via the LAN. In the case of V24/RS232, the system is usually connected in parallel to the hardware buffer used by the call management system.
In cases where a PBX provides an exclusive LAN connection to a call management system (i.e only a single IP socket connection is available), Truelog assumes command of the socket and provides a ‘proxy connection’ to the call management system. The system can also provide data buffering on this connection.
Truelog can accommodate various CTI protocols, including TAPI, TSAPI, CSTA and proprietary protocols. Where a CTI server is available, the system will monitor the port devices directly from the CTI server.
In the case where a CTI server is not included in the customer infrastructure, a TSP (Telephony Service Provider) for the specific PBX is installed on the Truelog server, which then assumes the role of a CTI server (on a monitoring basis).
CRM and Back-office Integration
Integration to CRM and back-office systems normally entails call referencing or tagging, and usually requires a CTI link to the PBX. In some instances (e.g. analogue extension monitoring) a CTI link may not be required. In a basic form, integration can be implemented via the Truelog Agent Screen-Pop, which allows the manual entry of a customer code / account number or similar which is associated with a specific call. Such referenced calls can be retrieved from the Truelog database using the Playback application, or can be retrieved by an external application.
The process can also be automated, with referencing being ‘pulled’ from an external application, or info may be ‘pushed’ to an external application or database. All info pertaining to a call (extension number, dialled or calling number, time of call, duration etc.) can be transmitted to a back-office or CRM system.
Truelog Technology Overview
System Software »