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TelStrat’s Engage Contact Center Suite provides Hosted Service Providers (HSP) with an affordable, scalable, multi-tenant platform for call recording, workstation screen capture, quality management, desktop analytics, speech analytics and/or workforce management in one comprehensive workforce optimization (WFO) package.

Engage Cloud provides HSPs with a certified Cisco Hosted Collaboration Solution integration for call recording with easy multi-tenant administration from one centralized log-on.

Product Features:• Full call recording automatically, according to user-defined rules, or on-demand.

• Live monitoring of calls & desktop activity for one or multiple simultaneous stations until

monitoring session is closed.

• Recorded audio files can be played back, downloaded as .MP3 or .WAV, emailed as a

file attachment or playable URL, or even played back directly from a customer’s CRM

application.

• Options to automatically e-mail call recordings or URL links for each new call for casual

recording users.

• All call information is stored and searchable. Add user-defined fields to call records from

3rd-party CRM applications, such as customer ID or policy number.

• PCI-DSS, HIPAA, FIPS, and other regulatory compliance program requirements with auto

pause/resume and other security features.

Technical Capabilities:• Multi-tenant capabilities for easy administration and centralized management of multiple

tenants from a single logon.

• High availability solutions supporting virtual server or physical server deployments.

• Scalable solutions to any number of endpoints.

• Rock-solid security and recording integrity with watermarked audio files, SSL/HTTPS Web

access, and optional AES 256-bit encryption.

• Archiving solutions supports SAN, NAS, and network attached storage.

• Cloud subscription deployment options include service providers’ data center, TelStrat’s

data center, or hybrid on-premise/cloud.

• Cisco Hosted Collaboration Solution

• CCE

• CCX

• All IP Endpoints thiat support Built-In-Bridge Recording

COMPATIBILITY GUIDE

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Network Architecture DetailsEngage records Cisco UCM endpoints using built-in-bridge for RTP with TAPI for call events. When a recording session is invoked automatically or selectively, Cisco HCS and later delivers dual media streams to the recording server through a Session Initiation Protocol (SIP)Trunk set up between Cisco HCS feature is supported on all third-generation and later Cisco Unified IP phones. The Cisco TAPI Service Provider (TSP) obtains all call event data such as call start, call end, dialed digits, etc.

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Optional Encryption Server

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Secure Web Access

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Designed to keep customer privacy and data integrity discrete as well as ease of use in mind, Engage features:

• Secure shared or dedicated recording and archival storage

• Easy-to-use web-based centralized management and

flow-through provisioning

• Private, ultra-intuitive tenant self-administration

capabilities

Multi-TenantEngage supports full multi-tenant capabilities in order to minimize infrastructure, administration, and maintenance. HSPs enable one set of recording resources (one recorder server, one SQL server, one IIS web server, and one storage archive) across multiple tenants.

In Engage multi-tenant deployments, the HSP Administrator performs initial recorder configuration and tenant local administrators are able to manage application administration tasks such as user accounts, etc.

Each tenant will only have access to calls that are assigned by telephone station, agent, or dialed number to their tenant account. Each tenant uses their own private web page URL to access Engage.

Multi-InstanceLarger tenants may demand an infrastructure of their own. Engage supports high-volume configurations which includes all the easy-to-use administration and centralized management capabilities.

Engage Multi-Instance deployments enable a dedicated Engage recorder to each tenant with the options for additional infrastructure to be shared or dedicated (SQL Server, Mass Storage, and Web Servers). HSP Administrators will be able to easily centralize provision and management functions through the easy-to-use web interface. Additionally tenants can be given local administrator rights to create additional users within their tenant configuration.

The flexible and robust Engage Cloud will have customers clamoring for full contact center recording and workforce optimization (WFO) within your cloud.

Depending on your voice platform capabilities, Engage offers Multi-Tenant and/or Multi-Instance options for deploying a Hosted Service Provider (HSP) recording environment.

Engage Cloud’s powerful cloud management streamlines server and account configuration so HSP administrators can control all resources and capabilities from one intuitive web interface. With ease of use in mind for both HSPs and their customers, Engage Cloud expands your cloud offerings to meet customer needs for On Demand or for full contact center recording with ease. Engage’s user-friendly design facilitates minimal client training while providing a secure, discrete architecture.

CLOUD OPTIONS

Americas+1-972-543-3500

Europe, Middle East, Africa +44 (0) 208 123 2244

Asia Pacific+1-972-543-3500

Copyright © 2018 TelStrat International, Ltd. All rights reserved worldwide. All information in this document subject to change without notice. The TelStrat name, the TelStrat logo, Engage Contact Center Suite, and Conversation Save are either trademarks or registered trademarks of TelStrat International, Ltd. All other trademarks are property of their respective owners.

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DETAILSInfrastructure Requirements:

• Engage Record server application software and any additional packages purchased.

• Windows Server 2012 or 2008 R2 (32 bit or R2), operating system recommended with a Quad Core CPU (2 core minimum) to support up to 1,000 concurrent stations.

• VMWare, VMotion, VMWare Site Recovery Manager (SRM), or VM High Availability (HA) virtualization

software in order to dedicate VMs per tenant.

• Microsoft SQL Server 2016, 2012, 2008 Standard, Enterprise, or Data Center database applications supported. Tenants are assigned dedicated database(s).

• Microsoft IIS Web Server(s) setup as an application server with a Dual Core CPU minimum running .NET Framework 3.5 SP1 or greater.

• Archiving on a Storage Area Network (SAN) or any Network Attached Storage (NAS) with a dedicated folder assigned to each tenant.

Engage Cloud is custom-tailored for each Cisco deployment. On-site integration services are provided. With additional support for SIP, VoIP, TDM, analog, and radio voice technologies; customers migrating from other PBX platforms to Cisco can record multiple voice technologies or platforms simultaneously.

Security FeaturesEngage Cloud secures all Web-based data & communication using Secure Sockets Layer (SSL)/HTTPS. Microsoft® Single Sign-On (SSO) and Active Directory integration provide robust user access control to satisfy corporate security requirements, with no need to logon multiple times.

Engage Cloud ensures compliance for PCI-DSS, HIPAA, Sarbanes-Oxley, FIPS, and other regulatory requirements by censoring PCI-protected payment card data, HIPAA Protected Health Information (PHI), and more from recorded interactions.

To comply with regulatory security requirements, audio files can be watermarked to ensure the recording’s authenticity. An available, affordable security package provides end-to-end encryption for all recorded calls and screen captures.

Engage Cloud also supports a wide variety of disaster survivability/recovery deployment configurations.

Flexible subscription optionsTelStrat offers Engage Cloud solutions to hosted service providers as a convenient subscription offering. HSPs may choose to subscribe on an monthly basis for a flexible number of licenses or to purchase Engage for a defined number of licenses.

Contact TelStrat or your authorized Engage reseller for information on these and other flexible configuration plans.