At Bear Paw Systems customer support is an essential part of our service. The answers to some of our most frequently asked questions for different product groups are given below, but if you have any further questions please do not hesitate to Contact Us.

Wygant Products

• Q. How many lines/channels of conversation will Wygant record?
  
  A. Encore is fully scaleable; it easily grows with your company's needs without straining your budget. Encore Defender expands from 4 to 240 channels in a single chassis. Multiple chassis can be networked.
  
  
• Q. Will Wygant work with my present telephone system?
  
  A. Wygant is compatible with all major digital and analog telephone systems.
  
  
• Q. How do I access and playback recorded calls?
  
  A. Voice recorded files are accessed using Windows XP, 2000, 98, or 95 pc workstations on a LAN/WAN. An Encore Graphical User Interface application is simply loaded on as many desktop computers as desired, and there are no licenses to purchase. Information from a PBX, ACD, or another back office database can be integrated with the Encore system to enhance the standard search and play features that come with each system. In a Public Safety environment, Encore can use data from a CAD system, a Trunk Radio system, or an ANI-ALI Controller to enhance search features to quickly locate recordings. Encore can also provide "real time live monitoring", if desired.
  
  
• Q. Can recorded calls be e-mailed to other managers or agents for follow-up? Can they be provided in format for playback in a court setting?
  
  A. Recordings are easily converted to a variety of formats, to include VOX and WAV (PCM, True Speech, GSM and uLAW) formats and emailed anywhere. Recordings can also be archived to any media you choose, to include CD, DVD and standard cassette tapes.
  
  
• Q. In public safety and other markets, we often need recording and monitoring of both telephone and radio conversations. Can Wygant meet those needs?
  
  A. Encore Defender lets you simultaneously monitor and record conversations from multiple telephone lines, plus de-trunk, monitor and record multiple radio channels. Choose what you want to hear now, and instantly play or replay what you need to hear next, all from a LAN or WAN connected PC.
  
  
• Q. What are the on-line storage options of the Wygant systems?
  
  A. On line storage ranges from 1800 hours to 400,000 hours, or 18GB and 4 TB respectively on an Encore server system. Recordings can also be stored anywhere on a customer's own network, like a SAN.
  
  

Equature™ - Unified Communications Intelligent

• Q. What is Equature?
  
  A. Equature is a Unified Communications Intelligence (UCI) suite of products designed to bring all customer interactions together for analysis. Equature unifies Voice, Email, Chat and Web interactions in one platform.
  
  
• Q. What is ViewPointe?
  
  A. The Equature ViewPointe web interface puts everything at your fingertips. A major leap in technology, Equature offers fast search, retrieval and analytics. Equature is used in customer service and compliance applications.
  
  
• Q. Why use Equature?
  
  A. Compliance
  Equature automatically maintains your communications as business records. This allows organizations to substantially reduce potential liability, comply with SEC, NASD, Sarbanes-Oxley, and HIPAA regulations. Organizations can substantially lower the cost of compliance by automating processes.
  
  Customer Interactions
  Equature ViewPointe provides a single interface to all customer touch points. Regardless if it is email, voice conversations or chat the ViewPointe interface allows you to know exactly what is happening in your organization at any time.
  
  
• Q. Who uses Equature?
  
  A. Organizations that communicate with customers use Equature as well as organizations concerned with compliance. For example: Contact Centers, Brokers and Traders, Investment Advisors, Analysts, Customer Support Operations, Banks, Internet Service Providers, Application Service Providers.
  
  
• Q. What is LDAP?
  
  A. LDAP (Light Weight Directory Access Protocol) is a software protocol for enabling anyone to locate organizations, individuals, and other resources such as files and devices in a network, whether on the public Internet or on a corporate intranet. LDAP examples are Microsoft Active Directory, Novell E-Directory (NDS), Apache Directory Server, Sun Directory Server, IBM Tivoli Directory Server and Oracle Internet Directory.
  
  
• Q. Why LDAP?
  
  A. LDAP support provides much simpler product administration for the IT managers. A simple example of a security policy would be that all user passwords need to change every 30 days with a minimum length of 8 alpha-numeric characters. These directory services also provide a mechanism for single sign-on. By definition, single sign-on (SSO) is a specialized form of software authentication that enables a user to authenticate once and gain access to the resources of multiple software systems.
  
  
• Q. What is LDAP functionality in Equature?
  
  A. Equature is integrated with Active Directory and Novell E-Directory services (others to follow!). This is a strong competitive advantage especially in large organizations. Equature can replicate all the users and groups from these directory services. This eliminates the need for an administrator to manually enter the users and groups in our system. It also allows for Equature to adhere to the corporate security policies set by each organization that utilize these directories. For medium to large organizations, this saves an enormous amount of time and money in administrative overhead and potential security breaches because of manual entry. If an organization has a password policy that each software solution must adhere to, then the cost to update systems to do this every 30 days is extensive. Equature eliminates this because of the LDAP support.
  
  
• Q. How do I get more information?
  
  A. You can call DSS Corporation at 1-866-dss-corp (1-866-377-2677) or email us at info@dss-corp.com.
  
  
• Q. How is Equature different from other capture products?
  

  Equature archives and maintains all your regulated communications in one solution, and allows you to set Retention Policies based on the type of communication, and the user or groups that originated or received the communication. When you need to find communications, you do so with a single, unified interface. All this lowers the cost of performing these tasks.
  
  Equature is "Directory Enabled" - it reads your Active Directory, eDirectory or other LDAP directory user, computer, group, email, phone and other information so your administrator doesn't have to input the data multiple times. This significantly lowers ongoing maintenance costs, and Equature automatically knows when a user has been added, moved, deleted, or disabled.
  
  Equature automates the process of notifying employees of corporate policies by automatically emailing the policies at specified intervals. You can set as many Notification Policies as you wish, and even have Equature email them to new employees. This is simple because Equature knows when a new user has joined your network. Assign users to groups, then use the groups to enforce different Retention and Notification policies for different types of communications. It's all designed to provide flexible automation of the processes.
  
  Equature automates the review process by selecting records based on rules you define, and then emails a link to the reviewer. The reviewer clicks on the link and the Review tool pops up - they only need to read or listen to the selected communications, then mark them as reviewed. Equature keeps track of what they've reviewed (and what remains), and will send them reminders if they get behind during the current review period. Use random selection in combination with score-based fuzzy content searches to find the communications that may need special attention. This automation not only helps ensure better compliance, it significantly lowers costs by reducing the amount of manual work required.
  
  Equature keeps an automatic Audit Trail, allowing you to produce "chain of custody" proof when needed for litigation or other purposes.
  
  Use the WORM (Write Once, Read Many technology) or other secure mass storage solution of your choice - DSS can provide one, or you can use an existing one.
  
  Communications can be encrypted, and are stamped with a Digital DataPrint™ for proof of data integrity. Equature's security system allows you to control access to each type communication by individual rights or group membership.