SMARTCALL Voice-Net for London Underground
London Underground Ltd, part of the government’s Transport for London initiative, opted for SMARTCALL Voice-Net advanced call recording systems to record telephone calls at several of their London sites.
In partnership with Damovo, a SMARTCALL Voice-Net Pro rack-mount recording node was installed in the London Broadway Network Control Centre to record all emergency calls from members of the public using the London Underground.
London Underground’s Network Control Centre operates 24 hours a day, 365 days of the year providing an essential customer service and security function and it was important that all calls in and out were both recorded and able to be quickly found and replayed.
Versatile Call Recording Systems
This SMARTCALL Voice-Net recorder is configured for automatic digital extension recording and is connected to the latest Ericsson 4225 handsets on an Ericsson MD110 telephone switch.
The second system, also a SMARTCALL Voice-Net Pro rack-mounted digital extension recording node connected to an Ericsson MD110 PBX, automatically records calls from track and electrical maintenance staff working within the underground network into the Track Access Control room at Pelham Street, London.
Voice-Net Information Server software gathers information from London Underground’s Ericsson Solidus eCare CRM system, appending additional business data and user information to existing call data in the Voice-Net recording database. This extra data (contact ID, call type, source location, agent name, etc.) allows quick, easy, search and retrieval of any call immediately.
Instant replay of calls to any user’s desktop is provided by SMARTCALL Replay Centre software accessible by all users.
[blockquote]”The users are delighted with the new voice recorder which is now fully commissioned. Your engineers are a credit to you and I will have no hesitation recommending SMARTCALL to others”[/blockquote]
Tim Lacey, Project Engineer.
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