FAQs: Technical Queries

1. How can Call Reviewer scale from a handful of agents to thousands of agents ?
Because of the very low start up costs, Call Reviewer is a very effective option for small businesses needing a call recording solution.

However, being based on a leading Tier 1 network, large organisations will have the capacity and reliability to pass significant monthly call minutes over Call Reviewer.

Additionally, the network platform we utilise has leading edge routing capabilities to create bespoke and complex routng solutions for thousands of agents.

2. What Network Platform do you use for Call Reviewer ?
Call Reviewer is based on a leading Tier 1 network with excellent capacity and reliability.  The IN (Intelligent Network) platform is also leading edge and can match the most bespoke and complex routing requirements.

3. When using Call Reviewer, can I replicate my current network level routing plans ?
Almost certainly.  Any existing plans that include IVR, call queuing, ratio distribution, skills based routing, DTMF and automation etc can all be replicated and most likely improved.

We also have a team of consultants that can advise you on enhancing current routing plans to include any of the above and much more.

4. Can I start recording a call part way / during a call ?
Yes.  Using DTMF entry call recording can be initiated part way through a call... and you can even choose to play a tone or prompt automatically to inform both parties.

5. Will Call Reviewer still record calls on hold or when transferred ?
Yes.  Calls will continue to be recorded if placed on hold and it is possible to set up an 'Agent Workplace' that will enable transfer of calls (even to another location) and continue to record the call.