Loway's QueueMatrix Now Supports OreoX TR Call Recording Product

OreoX LLC, which provides open source voice recording applications, announced that its call recording product, OreoX TR, will be now supported in QueueMetrics 1.5.1, which is the new version of call center monitoring application from Loway.

This allows large-scale users of QueueMetrics to reduce operating costs by easily moving audio recordings from the main Asterisk server to a dedicated server. QueueMetrics is a solution for the open-source Asterisk PBX (News - Alert) (Private Branch eXchange).

QueueMetrics enables an Asterisk PBX to become a full-featured contact center as it can now support 50 live agents. The suite offers a real-time computer interface which enables operation managers coordinate with team leaders and call agents to finish their daily tasks.

Operations managers can also view activity reports, listen to recorded calls, measure agent activity and business targets. Team leaders can see current agent status and listen to live calls as and when they are handled. With QueueMetrics, agents can see the calls they are handling, integrate with external Customer Relationship Management (CRM) applications and others.

Loway allows QueueMetrics users to record calls with fewer changes to the Asterisk (News - Alert) dial plan as it supports OrecX TR. OrecX TR is the user’s audio storage medium and will reduce disk I/O and transcoding costs required for main Asterisk servers. Recoding and storage tasks are optimized with high levels of control even in distributed or clustered Asterisk deployments.

“OrecX TR is a very popular solution used in thousands of call center networks around the world. Bringing support for OrecX into the QueueMetrics environment will lower costs, simplify call recording, and extend functionality for many QueueMetrics users,” said Lorenzo Emilitri, managing director of Loway.

“The new support for OrecX TR in QueueMetrics only underscores the way OrecX has become a mainstay in the call center industry,” remarked Bruce Kaskey, COO of OrecX. “QueueMetrics users will be pleased with the flexibility, durability and level of customization possible with OrecX.”

OrecX is an open source call recording solutions provider and it directly supports open source products from Digium (News - Alert), the Asterisk company, including Asterisk Business Edition. It provides VoIP recording solutions and is a primary developer and sponsor of the Oreka open source call recording project hosted on sourceforge.net.

Switzerland-based Loway specializes in reporting and monitoring solutions for Asterisk Call-Centers. Its QueueMatrix software has been adopted by several call-centers worldwide as it features high flexibility, scalability and heavy-duty capabilities.