Tracer, the professional interaction management solution from OAISYS, delivers versatile recording functionality combined with powerful quality assurance, monitoring, output and recording tools. Tracer leverages OAISYS Portable Voice Document (PVD) technology at its core. OAISYS PVD technology enables the capture of calls as digital recordings, or voice documents.
With OAISYS PVD technology, in addition to the audio portion of the call, all related data about the interaction is encapsulated as well. This can include information from the communications network, the PBX, user-added text-based annotations and call tagging. Annotations provide additional context around an incident, while call tagging enables dispatchers to quickly append an incident note, such as “high speed pursuit” or “civil disturbance,” to a recording with the simple click of a button.
All of this data is then embedded into one single media file, the PVD, which is centrally stored, managed and delivered via highly secure encrypted media file streaming. All of the information contained in the PVD becomes searchable metadata, meaning call takers, agents and dispatchers can quickly locate a call using a wide range of search criteria.
Now, when a call recording is needed to provide situational insight or to prove that critical policies and procedures have been followed, it can be easily produced. Incident recordings and the included metadata can be safely and securely shared with other authorized users and oversight personnel to simplify event reconstruction and expedite investigations.
Tracer builds on the OAISYS PVD technology foundation by providing advanced quality assurance, personnel development and reporting tools, along with other unique features and options of particular benefit to public safety agencies, including:
Incident Reconstruction: This allows managers and other authorized personnel to play up to eight recordings simultaneously. Multiple calls associated with a single incident can be bundled together for ease of playback and information retrieval. Each recording has variable speed, volume and balance controls, ensuring the accurate capture of critical information.
Portable Incident Replay: The OAISYS Stand-Alone PVD Player, which enables convenient replay of recordings in the field or in a courtroom, also allows multiple calls to be played back simultaneously. The player provides a call visualization timeline and a full set of playback controls, including variable speed, balance and volume.
Desktop Screen Recording: Tracer desktop video recording works in synchronization with the voice recording to capture screen content, providing greater oversight and more robust incident reconstruction functionality, without disrupting call handler or network efficiency.
Secure User Access: Tracer’s advanced administrative application allows for easy assignment of individual and group permissions, ensuring incident recordings are accessed only by those with proper authority and in accordance with established agency guidelines. In addition, log files showing the date, time and user name associated with the access of all recordings provide an audit trail to support legal and regulatory compliance requirements.
Flexible Recording Options: Tracer is engineered to support sophisticated, high-volume recording needs and can operate either trunk-side or station-side and delivers data link integration with a wide range of business communications systems. Tracer also supports VOX recording for capturing dispatch center telephone and radio communications.
Robust Evaluation Training and Coaching Tools: Tracer allows an evaluator to review a recording and rate the call by grading a series of pre-selected questions/criteria. Calls can be evaluated live while they are in progress, and evaluations can contain an unlimited number of questions. Workers can also listen to and evaluate their own calls, helping to identify performance and workflow problems that may prevent caller needs from being met. Calls can also be used to train personnel in proper procedure using actual calls, and agents can request information from supervisors during the course of a live call. Supervisors can listen to calls while they are in progress and provide additional assistance and coaching as needed.