Phone Systems

Overview

The system can integrate with a (PBX) phone system to tag each call with more information, for example: extension, agent, group etc. To do this the system needs to be able to communicate with the phone system so these details need to be set.

As well as settings on the Call Recorder there may be specific configuration and/or licenses that are required on the PBX. See your phone system representative for details.

All devices on the PBX may not need to be recorded but will still need to be configured on the Call Recorder to enable correct call information to be tagged to each call.

If multiple PBXs are involved in the sites configuration then each one will need to be configured here. If multiple recording servers are within a site then each server will establish its own connection to the PBX using these details.

The Phone System Settings are accessed from the Configuration -> Site Settings -> Phone Systems section.

Pause/Resume functionality is not available if the CTI connection to the telephone system is down or does not exist.