Connector for QMS

The Connector for QMS integrates Altitude with QMS, an Enghouse solution for recording calls, screen captures, and call evaluation.

The Connector for QMS includes server-side recording and recording on-demand, and keeps track of agent calls and "scripts", synchronizing calls, "scripts", and recordings so that the business data, collected in a "script" while handling one or more phone calls, is registered to the corresponding QMS recordings.

The Connector for QMS maps:

• QMS agents to Altitude agents.
• QMS devices to Altitude telephony extensions.

An Altitude agent is a human or automated agent that can handle interactions. To handle phone calls, the agent must register a telephony extension, and the Altitude telephony gateway signals the event. The Connector for QMS reacts to the events and invokes a QMS API to synchronize the agent extension in Altitude and QMS, enabling QMS to start recording phone calls and agent screens.

When QMS decides to record a call, QMS invokes a method of an API. The Connector for QMS processes the information and signals the recording to the Altitude uCI Server.