Altitude Recorder

Altitude Recorder components record voice, store the recordings, and allow supervisors to play back recordings.

Altitude Recorder is a combination of the following components:

• Recorder Control Server: Windows service that manages the recording of voice through recording adapters. Directs and configures the Channels and Storage Servers. Always required.
• Recorder Storage Server: Windows service that stores video recordings in a local disk and answers playback requests. Connects to a third-party database management system (Oracle or SQL Server) through ODBC to remember the locations of recordings. Always required.
• Altitude vBox: Optionally, Altitude vBox can record calls, and then transfer recordings to the Storage Server. Requires local disk space on Altitude vBox to spool the recordings.
• Recorder Channel: Windows service installed on agent workstations. Captures voice recordings using a sound card connected to an internal or external Recording Adapter. Transfers recordings to a Storage Server. Requires local disk space on agent workstations to spool the recordings.
• Recording Adapter: Physical adapter that taps into the analog signals arriving at the handset or headset of an agent phone. Recording Adapters connect to the input port of a sound card. The Recording Adapters use separate channels for the voice of customers and agents. The Recording Adapters compress voice signals to increase the level of quiet voice and to ensure that loud voice does not cause distortion. Required to record voice on third-party switches.
  • Internal adapters fit into a full-height slot of the agent workstation. The adapter uses the physical space but not the bus connection. The adapter requires power from a female Molex 8981 Power connector.
  • External adapters are small boxes and require an external power supply.

Use the following components to configure and monitor Altitude Recorder:

• Recorder Database Manager: Windows application installed on the Storage Server computer, used to configure the ODBC connection to the database and to create the database. The Recorder database stores an index and the location of the voice files. The database grows automatically as needed.
• Recorder Monitor: Windows application installed on system administrator workstations. Use the Recorder Monitor to restart, configure, and monitor the Control Server, Storage Servers, and Channels.
• Silence Calibrator: Windows application installed on agent workstations. Configures the recording volume and silence detection of a Recording Adapter to match the individual characteristics of the sound card and the phone.