Zeniweb: (cs-dr 0416)

ZeniWEB (CS-DR 0416) Embedded Digital Recording System

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Index I.

OverView

II.

Specification

III.

Major Utilities

IV.

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Case Study

I.

OverView Overview Benefiicial Effects Markets

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I.

OverView OverView

Zeniweb is voice recording system which you can utilize for your understanding or as legal evidence in case of problems with customers on wire/wireless calls. In case of dispute  or claims due to the unclear responsibilities in business or work through phone, you can make sure of disadvantages and where the responsibility lies as well as problem solving by establishing this digital recording system. Page 4

I.

OverView Beneficial Effects

Solution for customer • Preparationdispute against possible dispute with customers by

recording calls • Preventing damages to company images and saving for compensation expenses  against disputes • Collection and analysis of customer complaints

Enhancement of productivity and company image by strengthening customer services • Enhancement of agent' attitudes toward customers resulted from awareness of recording • Focused more on business by preventing private calls

Improvement in work • Utilization of real-time monitoring function capability

- Improvement in agent' qualities by utilizing it as instructional and retraining materials for consultants • Utilization as simulation data for agent’s training • Efficient management of human resources

Establishing business strategy through analysis of customers' request trend • Utilization as means of controlling customers' complaint records - Utilizing to enhance company image and loyalty through CRM analysis, distribution and improvement • Utilization as data to examine campaign activities, and the spread and of effectiveness of improvement

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Voice Recording System Effects

I.

OverView Markets for digital voice recording devices

1) Call Center 2) Insurance Company 3) Bank Branch 4) Securities Company 5) Hospital 6) Courthouse 7) Enterprise 8) Public security Service

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II. Specifications Overview of Spec. Good points of product Special Spec. Expansabilities

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II. Specifications Overview of Specifications

Hardware Hardware

Software Software

User UserInterface Interface

Embedded Type

Verified Solution to Enterprise

Easy recoring data searching & hearing(WEB Based)

Included leased digital recordIng boards for acquirng digital voice

Recording data written again & Storing

Easy UI for Supervisors

Dupulicating Storage Backup Device (HDD & DVD-Multi)

High Compression Algorithm

Remote monitorinfg & control

Boarding Network Stream S/W for realtime hearing

Building event log

Easy Expansabilities (Using 4CH Module)

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II. Specifications Good points of product

⊙ Analog & Digital Recording Supports ⊙ Recording Methods : Analog Extension/Co Trk, E1 Digital Trk/ Digital Station Recording ⊙ Compression Methods : G.723.a, G.723.1, GSM, ADPCM System ⊙ Backup Storage Device : 9.4GByte DVD-RAM Media ⊙ Auto Restart after recovery power supplying

Data managemen t

⊙ WEB Based data management facilities - not used client program / supporting data search Index ⊙ Statistic data generation each daily,weekly,monthly

⊙ Supporting Centrall Management System - Management system resource(CPU, HDD, RAM, etc) Fault management - Saving Log file - Alarm Notice

User Interface

⊙ Convenience of User interface ⊙ Realtime recording hearing & Inserting conversation ⊙ As supporting supervisor mode, improvement of security ⊙ Remote control through network ⊙ min. 4ch ~ max.16ch

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II. Specifications Good points of product(continuos)

⊙ Full Recording : It starts recording with hook-off and finishes with hook-on ⊙ Record on Demand (ROD) Recording Methods ⊙ Voltage Detection ⊙ Voice Detection ⊙ HDD – It allows additional expansion from 250GB base. ⊙ DVD-Multi ( Supporting CD,DVD,DVD-RAM ) ⊙ Storage backup through network (option)

Data Backup

Searching Data

⊙ Many kinds of Searching Index (Agent ID, Extension ID, Day, Time, CID, etc)

⊙ Realtime recording hearing & Inserting conversation through network

Replaying Data ⊙ Boarding network streaming S/W

⊙ Systematic data security function System     (Authorization is provided for recording or hearing in consideration Management of different work levels of users and administrators) ⊙ Security function expanded by providing step-by-step administrator modes

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II. Specifications Good points of product(continuos)

 Web based & emebdded type

 Exclusive Recording Board

Web Based through Internet

embeded, which has been verified through big enterprise  Free web management function

Based Client/ Server

 Convenient UI support for administrator  Various system interfaces  Perfect after-service system with development of its ※ The greatest advantage of this Recording System lies on its providing own data search & recording program hearing functions and other functions, still observing security rules, wherever internet available. Page 11

II. Specifications

Ⅱ. 제안 시스템 주요 특징 Good points of product(continuos)

 Multiful interface support o It provides Wide-Ranging Connectivity appropriate to any type of Call Center environment. o It supports the current highly effective PBX and ACS systems perfectly. Digital/Analog Phone

VoIP & H.323

Recording System Builded

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Digital/Analog Trk (E1/T1/ISDN PRI )

II. Specifications Good points of product(continuos)

 Multiful recording way support o It has a flexible structure designed to accomodate a wide range of customer's requests on recording o It is designed as modulized component structure, allowing easy changes in functions and upgrade

On Demand

CTI Driven Recording

Full Time Recording

Recording

Voltage Detective

ZeniWeb VOICE VOICE Recording Recording system system

Free Seating Recording

Recording

Voice Detective Recording

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II. Specifications Good points of product(continuos)

 Single Hardware Platform ⊙ Being used each leased board (analog : 4ch module /digital : 8channel module)

⊙ On-board DSP chip is providing tone detection & Voice processing ⇒ not used DA-Convert for digital voice recording

⊙ Can be support many kinds of Exchanges protocol(Nortel,AVAYA, etc)

⊙ Can be used mixed board(analog/digital) on a system

⊙ Realtime can be hearing recording voice ( Network Streaming)

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II. Specifications Good points of product(continuos)

 High Compression Recordi ng Method s

Saving Capacity a month Possible Saving Dates Compre Saving Capacity a day ssion 210GB 1System 1System Rates 1CH 1CH (4CH) (4CH) (4CH)

ADPCM

32Kbps

112MB

448MB

2.8GB

11.2GB 135GB/year 1.5years

GSM

13.3Kbps

48MB

384MB

1.2GB

4.8GB

57GB/year 3.6years

G.729a

8Kbps

32MB

256MB

800MB

3.2GB

38GB/year 5.5years

G.723.1

6.3Kbps

24MB

96MB

600MB

2.4GB

29GB/year

7years

* Calculated Example for saving capacities Agents : 4persons / Working time : 8Hour / Compression tech. : G.723.1 / Full Recording  Capacity one day(1person) = 6.3Kbps * 60(s) * 60 (m) * 8(h) = 0.8KB * 60 *60 *8 = 23Kbps ≒ 24Mbyte * It calculates based on full time recording for capacity, which is reduced to the half in real recorded time (that is, doubling the saving capacity)  

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II. Specifications Special Specification

 Recording System Part

Contents

Vendor

CSTC CO., Ltd

Model

Zeniweb

 Channel capacity Recording channel : 4 to 16 channels  Voice processing Compression : G.723.1, GSM etc.  Storage capacity Default HDD 250GB & DVD-RAM 9.4GB  Backup storage capacity H/W Spec. 3MB/1Hour, 1ch  User interface & Special feature XML Web service-using internet explorer  Operation system Windows pro XP  Dimensions(W*H*D) : 430 x 500 x 50mm  Operation Environment : Temperature 0 °C~ 50 °C Humidity 5 ~ 95% Page 16

Ref.

II. Specifications

Ⅱ. 제안 시스템 주요 특징 Special Specification(continuos)  Recording Processor Board Part

Analog Record Board Line Capacity Can be composed of 4, 8 ,12,16ch

Spec. & Feature

Analog Board

Analog Line Recording AGC(Auto Gain Control) / AVC (Auto Voice Control) Realtime hearing / Caller ID Display G.723.1(5.3Kbps) / G.729A(8Kbps) / GSM(13Kbps) Advanced Data Streaming / Data Streaming

Digital Record Board Line Capacity Can be composed of 8,16ch

Spec. & Feature

Digital Board

Reliabilities

Digital Line Recording Multiple PBX D-Channel Support AGC(Auto Gain Control) / AVC (Auto Voice Control) Realtime hearing Verified qualities to Enterprise

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II. Specifications Special Specification(continuos)  Flexibility

Analog board

Part Analog Record

Digital board

Channel Max Channel a system per module 4CH

16CH

8CH

16CH

Board

Recording system [ Zeniweb ]

Digital Record Board

※ With the maximum exceeded, you should ask for consultation with our business dept. before ordering. Page 18

III. Major Utilities

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III. Major Utilities General Configurations

Digital [Extension] Recording Type

Analog [Extension] Recording Type

[PBX] /[KEYPHONE]

PST N

Analo g Line

Agent

[PBX] 교환기 [PBX] /키폰 [KEYPHONE] [KEYPHONE]

PSTN

Digital Line

Zeniweb [CS-DR0416]

Agent

Supervis or

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Zeniweb [CS-DR0416]

Supervis or

III. Major Utilities Solution for central backup service

Branch Office A Central Office

ZeniWEB

Agent

Supervisor

DB

…

Router

WAN

Branch Office Z

TCP/IP

Router Web/Stream Server

Router ZeniWEB

Agent

Supervisor Of Central Office File/Backup Server

Supervisor

Part

Contents

Central Backup Feature

1. Log-in with an account and a password as agent/administrator 2. Local agents can only hear their own recorded files 3. Hearing of inquired files available from the streaming server

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III. Major Utilities Security to recording data & access right

Part

Security

Contents 1. Allocation of authorization for inquiring and hearing by giving account and password 2. General users of the local agents can only inquire and hear their local files 3. Local managers can inquire and hear the whole local files 4. Administrator inquires and hears the whole files to back up the data twice, preparing against data loss Page 22

III. Major Utilities Solution for data backup

TCP/IP

>> << PSTN

Agent Group

DB/Web Server Backup Server

Network Line Analog Line

Zeniweb

DVD-Multi

DVD-RAM CD,CD-RW

As to back up the data twice, preparing against data loss * Simultaneous back-up function through the first saving (HDD) and the second back-up (DVDRAM) DVD Multi H/W is for the second saving with 9.4GB capacity provided for DVDRAM media

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III. Major Utilities

Ⅲ. 제안 시스템 주요 기능 Searching Index

Part

Searching

Contents 1. Be available on conditions such as call time,Extension No.,Agent Name, Calling Id,Called ID,Call Length etc. 2. You can replay the searched data right away by doubleclicking it. 3. All the recorded data are saved in file with their own time stamp noted. Page 24

III. Major Utilities

Ⅱ. 제안 시스템 주요 특징 Monitoring Agent

idle

Part

Monitoring

use busy

Contents 1. You can check on the current status of logged agents 2. Current status is displayed on icon 3. Agents on 'Busy' status can hear the dialogues in real time.

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III. Major Utilities Local Management

Part

Backup

Status Info.

Contents 1. Can define time and conditions to execute back-up function 2. Will have a warning when you reach the pre-defined critical value during back-up 3. The Index Db in the back-up files is saved as well, contributing to easy replay. 4. There are several back-up conditions that you can define. 1. It is possible to know the CPU status, the capacities of HDD and DVD etc. Page 26

IV. Case Study

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Ⅲ. 제안 시스템 주요 기능 KumHo Insurance

CSTC Co., Ltd.(CEO  KIM, Hyun Sook www.cstc.co.kr) announced on 29th that the recording solution ‘ZeniWEB' would  be provided to all the business offices of Kumho Life Insurance Co., Ltd. with the recording Agent Agent Agent Agent Agent system for 250 seats. Kumho Life Insurance Co., Ltd. will apply VP VP ‘ZeniWEB' to the currently operating Call N Centre. N Article : CSTC Co., Ltd. said, "The numbers of First cancelling insurance contract within 3 Second Backup months are increasing  for lack of Backup explanation on policy or with no autograph," and added,  "If we succeed in Kumho Life DB SMS Server WEB & Media Backup Server Insurance, other insurance companies will File Server Server Server (JukeBox) actively consider to introduce our solution to strengthen the transparency of insurance contracts." (source: Eyenews) 1. Data recorded from different local agents will be uploaded in file to the file server, the first central back-up system, in real time. Feature 2. In case of local agents, it will be saved into its own ZeniWEB hard disk and DVD.

Branch#1 Branch#1 Branch#2 Branch#2

Branch#60

TM TM

BP BP Office Office

▪▪▪

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Thanks.

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