Howto:Quality Management Suite - Enghouse - 3rd Party Product

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Enghouse Quality Management Suite

Enghouse Interactive’s Quality Management Suite (QMS) is a feature-rich call recording solution that is utilised by businesses of all sizes across the world for compliance, security or improving service levels. And it is a preferred interaction recording product for many of our resellers because it is so easy to sell, install and support.

Quality Management Suite is integrated with Innovaphone and can be used as a standalone third party recorder, or in conjunction with the Voxtron Communication Center solution, also from Enghouse, with full integration between QMS and VCC.

Quality Management Suite was tested against Innovaphone 11R2


Solution Overview

The QMS Call Recording solution for Innovaphone employs a combination of Innovaphone TAPI integration and port mirroring to create call recordings. The Innovaphone Telephony Service Provider (TSP) must be installed on the QMS server. The TSP is necessary to receive Innovaphone call control events via TAPI at the QMS server. Lastly, port mirroring must be enabled and configured on all network switches to which recorded Innovaphone IP phones are connected. Port mirroring is needed to send the audio streams from the IP phones to the QMS server for recording.