FAQs
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.
| Q. |
How many lines/channels of conversation will
Wygant record? |
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| 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. |
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| Q. |
Will Wygant work with my present telephone
system? |
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| A. |
Wygant is compatible with all major digital and
analog telephone systems. |
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| Q. |
How do I access and playback recorded calls? |
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| 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. |
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| 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? |
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| 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.
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| Q. |
In public safety and other markets, we often
need recording and monitoring of both telephone and radio conversations.
Can Wygant meet those needs? |
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| 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. |
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| Q. |
What are the on-line storage options
of the Wygant systems? |
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| 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. |
| Q. |
What type of contact centers benefit from
Concerto Analyzer? |
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| A. |
Inbound, outbound, blended, web-enabled,
collections, telemarketing, fundraising, customer service and
help desk contact centers can all benefit from Concerto Analyzer.
In fact, any contact center whose management is interested in
boosting performance or even interested in gaining an objective
broad-based view of their center can benefit from the product.
Traditional contact centers planning to migrate to multimedia
contact centers can get specific value from Concerto Analyzer's
historical trend analysis capabilities. |
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| Q. |
How is Concerto Analyzer different from
agent monitoring products? |
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| A. |
Recording and monitoring products focus on call
quality and agent training. Concerto Analyzer measures the
productivity performance of your entire organization and pinpoints
for you which areas agents need training and which agents to
monitor. |
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| Q. |
Can Concerto Analyzer interface with monitoring
and recording software? |
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| A. |
Concerto Analyzer can incorporate
quality scores generated by recording and monitoring systems
to add a dimension of quality measurement to the Score Card.
Users can also access call recordings directly from Concerto Analyzer through a direct web link. |
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| Q. |
Can Analyzer work with my databases?
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| A. |
Concerto Analyzer can get performance data from any program
that can export to a flat text file or through an ODBC connection,
including virtually any database program.
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| Q. |
How does Concerto Analyzer interface to our telephone
system?
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| A. |
Using the CTI link to your switch,
agent and system information will be extracted into a file that
will be input into Concerto Analyzer. If the switch has a
database, an ODBC connection can extract the required information. |
| Q. |
How will the Iontas product line aid
my organization in increasing productivity and decreasing
costs? |
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| A. |
"Focus" allows
you to manage hardware and software asset usage. It provides
critical data for the implementation, management and monitoring
of IT policy. |
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| Q. |
What types of data can be tracked using Focus? |
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| A. |
Focus tracks all computer based usages
- applications, as well as file and web access. It also
collects data on log on/off and idle time logged. |
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| Q. |
What operating systems does Iontas support?
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| A. |
Iontas products support Windows 2000/XP/2003.
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t
: (727) 669 7726