Definition of terms

6/12/2023

Product line Neo, version 7.x

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 Contents

Contents

1 General information.................................................................................................... 4

2 Definition of the terms................................................................................................ 5

2.1 System, general............................................................................................................ 5
2.2 Servers, types, and functionalities ................................................................................ 6
2.3 Recording types............................................................................................................ 8
2.4 Recording solutions ...................................................................................................... 9
2.4.1 EVOIPneo..................................................................................................................... 9
2.4.2 EVOLUTIONneo ........................................................................................................... 9
2.5 Drive categories............................................................................................................ 9
2.6 Neo Suite .................................................................................................................... 10
2.7 Neo Cloud................................................................................................................... 11
2.8 Replay applications..................................................................................................... 11
2.8.1 POWERplay Web ....................................................................................................... 11
2.8.2 POWERplay Pro ......................................................................................................... 11
2.8.3 POWERplay Go.......................................................................................................... 11
2.8.4 POWERplay Instant.................................................................................................... 11
2.8.5 WebCommand............................................................................................................ 11
2.9 Screen Recording ....................................................................................................... 12
2.9.1 SCREENrec (recorder) ............................................................................................... 12
2.9.2 SCREENrec scan ....................................................................................................... 12
2.9.3 SCREENrec Audio...................................................................................................... 12
2.10 Quality management and analysis.............................................................................. 12
2.10.1 INSPIRATIONneo....................................................................................................... 12
2.10.2 INSIGHTneo ............................................................................................................... 12
2.10.3 SCREENminer............................................................................................................ 13
2.10.4 REPORTneo............................................................................................................... 13
2.11 Applications ................................................................................................................ 13
2.11.1 CLIENTcommand ....................................................................................................... 13
2.11.2 PHONEapp ................................................................................................................. 13
2.11.3 Download Client.......................................................................................................... 14

List of figures ............................................................................................................ 15

List of tables.............................................................................................................. 16

Glossary .................................................................................................................... 17

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1 General information

1 General information

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Definition of terms - Neo 7.x Rev. 8 4 / 18

2 Definition of the terms

2 Definition of the terms

2.1 System, general

Recording architecture
Composition of all required recording components.
• Recording Control
This service controls the recording according to the recording plan.
• CTIconnect (optional)
This service receives additional data about the recordings from the PBX.
• Recording Module
This service creates the recording data.
A recording architecture defines in which way these recording components interact and on
which servers the individual recording components are activated.

Single-core system
Recording system in which the Enterprise Core has been installed on one single server.
In a multi-server system, this may be a separate server (application server). In a single-server
system, the Enterprise Core has been installed on the same server as the other recording-rele-
vant components.

Multi-core system
Recording system in which the Enterprise Core has been installed and is used on several
servers. The Enterprise Core may be installed on separate servers (application server) or along
with the other recording-relevant components.

Single-server system
Recording system in which all components (such as Enterprise Core, recording components,
database) have been installed on the same server.

Multi-server system
Recording system in which the individual components (such as Enterprise Core, recording com-
ponents, database) have been installed on different servers.
• The functionalities of the application server and of the recording server are installed on one
server. The database is installed on a second server.
• The functionalities of the application server, of the recording server as well as the database
have been installed or activated on their own server.
• The system uses several application servers (multi-core system), a recording server and a
server for the database.

Tenant
This term is to be understood in the sense of a technical structure and not a synonym for
“client”. A tenant can, for instance, be a department, a company or a group of employees with
their own data that only the respective department, company or group has access to.
Each tenant can create its own employees as users, its own administrators and agents in the
recording system.
Every Neo system is initially installed as a 1-tenant system with one predefined tenant, the 1st-
tenant. The system provider is set up as tenant, too. However, the system provider is not an-
other tenant in the true sense of the word.

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2 Definition of the terms

In multi-tenant systems, the system provider can create additional tenants.

1-tenant system
In a 1-tenant system, there is only the tenant which has automatically been created during the
installation besides the system provider. The system provider cannot create other tenants.

Multi-tenant system
In a multi-tenant system, the system provider can create additional tenants besides the tenant
which has automatically been created during the installation.

Multi-channel recording
Multi-channel recording means that different communication channels such as audio, video,
chat can be recorded.

System provider
Operator of the recording system. The system provider is responsible for the basic administra-
tion and maintenance of the recording system and for the configuration of the functions that all
tenants are supposed to be able to use. In multi-tenant systems, the system provider addition-
ally administrates the accounts of different tenants.
The system provider can create own employees as users as well as administrators in the
recording system but no agents, though.

Reseller
A reseller has a restricted set of rights compared with those of a system provider or tenants.
• A reseller can create, delete, and administrate subordinated tenants and resellers.
• A reseller can create own employees as system users and administrate and delete them.
NOTICE! A reseller has no access to the user data of the individual tenants. Only the tenant it-
self can view and edit tenant-specific data.

2.2 Servers, types, and functionalities

servers
The term “server” is not necessarily restricted to hardware but may extend to services or func-
tionalities which have been installed and activated on a computer.
Example:
The entire Neo software including the app server components has been installed on a server.
This server can be used as an application server. Since all other components relevant for
recording have been installed on this server, too, it can additionally be used as recording server.
By means of the user interface of the application System Configuration, further functionalities
can be activated on the server. If e. g. the function “Replay” is activated, then the server serves
as replay server, too. The server thus serves as application server, recording server, and replay
server at the same time.

Application server
The application server (app server) is the server on which the Enterprise Core and the Glass-
Fish software have been installed. Application servers can be set up redundantly in the system
(multi-core system).
It is activated during the installation of the Neo recording software by activating the option Appli-
cation server.

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2 Definition of the terms

API server
The API server denominates the API service.
• The API server is an interface for the internal modules and for client applications.
• The API server is responsible for replay by means of the web browser. The API server has
to be started before the replay server can be activated and the respective API server as-
signed for replay via the web applications.
It is activated in the application System Configuration > Servers module > tab Usage > group
field API Sever by activating the option API server and entering a name for the API server.

Recording server
The recording server is the server on which the conversations are recorded and saved. By us-
ing a multi-server recording architecture, a failover recording architecture or a parallel recording
architecture, recording servers can be set up redundantly in the system.
It is activated in the application System Configuration > Recording Architectures module > tab
Server Assignment by assigning the server to a recording architecture and selecting the record-
ing type.

Authentication server
The authentication server is either the server on which the Dongle Manager is running or the
server on which the LMS (ASC License Management Service) can be reached.

Data storage server

The data storage server serves to store recordings.
It is activated in the application System Configuration > Servers module > tab Usage > group
field Data Processing by activating the option Data storage > Transfer data for data storage and
entering the data storage server as target server.
The server receives and saves the transferred recording data.
In the Servers module > tab Usage, you can see from which servers the data storage server re-
ceives data.

Database server
The database server is the server on which the database has been installed. In the database,
the configurations of the recording system (settings in the different applications of the Neo
Suite) and the additional data of the recorded conversations are saved. Depending on the de-
ployed database type, different redundancy solutions can be implemented.
Installing internal database
• Installed during the installation of the Neo software by installing the included PostgreSQL
database.
Installing external database
• An external database supported by the Neo software can be installed on a separate server.
• The connection to the database server is configured during the installation of the Neo soft-
ware.

Replay server
The replay server is a server on which the replay function has been activated which can thus re-
play recordings by means of the integrated replay feature. Only data which has either been
recorded directly on this server or which has been transferred to this server for data storage or
only for replay purposes can be replayed. The client computers of the system can connect to a
replay server for replay purposes. Several replay servers can be created in a system.
They are activated in the application System Configuration > Servers module > tab Usage >
group field Replay by activating the function Replay and entering a name.

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2 Definition of the terms

By means of the different replay applications of the recording system, the client applications can
connect with the server and access the recordings there for replay purposes.

For information about the configuration of servers and recording architectures refer to the ad-
ministration manual for system providers Configuration servers and recording architectures.

2.3 Recording types

Conversation
Umbrella term for the different types of communication that can be recorded. Conversation is
used when there is no need to differentiate between different conversation and media types.

Recording
A recording is a part of a conversation. Due to different participants and events during a conver-
sation such as consultations, interruptions, or transfers one conversation may consist of several
recordings.

Conversation type
Conversations can consist of and be recorded as the following types:
• Call: Conversation by phone. Any combination of call and video recording can be selected.
• Chat:
Conversation on a chat platform.
• Text message:
Conversation on a short message service (SMS) or short data service (SDS).
• Work item:
Screen activity without a reference to a call.

The recorded data may be conversations of different types:

Description Icon Conversation type Recording format

Mere calls Call Audio
Mere screen recording Work item Screen video
Calls with screen recording Call Audio via phone,
and screen video
Calls with video Call Audio and video
SMS SMS/SDS SMS/SDS text
SDS SMS/SDS SMS/SDS text
Chat messages Chat Chat text
Tab. 1: Conversation types

Session
Recorded conversations are processed as sessions in INSPIRATIONneo. A session is the sec-
tion of a conversation in which a certain agent is active. Precondition for a session is that the
Recording Planner in the application System Configuration has been activated. Sessions are
conversations with screen recording, mere screen recordings (work item), conversations with
video (video call), SMS/SDS (text messages), chats or mere call recordings. A session can con-
sist of just a recorded phone call of an agent or additionally contain corresponding screen activ-
ity. Users can assign sessions to agents, filter sessions according to different criteria and re-
duce their number to a manageable amount for analysis or evaluation purposes.

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2 Definition of the terms

For each involved agent who is supposed to be recorded according to the recording plan a sep-
arate session is created. A session is always a recording section that refers to a certain agent.
The consultation or transmitting creates at least one new session of its own. The sections of a
transferred conversation in which several agents have participated are displayed as a session
for every agent but with different content.

Metadata
Metadata are additional information which are delivered for a conversation by the communica-
tion platform. Every conversation has its own metadata, such as phone number, start time, and
date of the conversation.

Additional data
Metadata for a conversation delivered by a communication platform are added to the respective
conversation as additional data in the recording system.
The recording system differentiates between 2 types of additional data:
• Default additional data fields
This additional data cannot be changed such as the start time, the end time, and the phone
number of the participants or the agent data.
• CustomCP fields
These fields can be adjusted by the system provider and can be configured as editable
fields for users. Among those are e. g. comment fields or customer IDs. CustomCP fields
configured as editable by the system provider can be used by each tenant according to
their requirements and configured with a respective descriptive display name. The configu-
ration takes place in the Additional Data module for system providers or tenants in the ap-
plication System Configuration.

2.4 Recording solutions

2.4.1 EVOIPneo
EVOIPneo is a VoIP voice recording software with a powerful scalable platform. The system can
be deployed as a stand-alone recorder or in combination with several servers across different
locations.
EVOIPneo is a sophisticated recording technology to comply with legal regulations such as Mi-
FID II or Dodd Frank. EVOIPneo provides multi-channel recording of voice, screen, video, and
chat.

2.4.2 EVOLUTIONneo
EVOLUTIONneo is a complete recording solution consisting of hardware and software to inte-
grate traditional and VoIP telephony in a recording system. Besides VoIP recording, EVOLU-
TIONneo offers interfaces to all standard TDM-based PBXs by means of dedicated recording
cards in a server housing designed for this purpose.

Definition of names:
EVOLUTIONneo is used for the entire EVOLUTIONneo product family (EVOLUTIONneo, EVO-
LUTIONneo XXL and EVOLUTIONneo eco). In case of differences or peculiarities of the individ-
ual systems, the entire product name will be indicated for the sake of clarity.

2.5 Drive categories

During their configuration, drives must be assigned to a category. This category defines what
purpose the drive is to serve.
There are the following different categories:

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2 Definition of the terms

1. System storage
Drives that are used as system storage are created and configured during the installation. A
system storage or CallPool is used exclusively to store the recordings of conversations. A
system storage can neither be used for archiving nor for export or as storage expansion.
There is exactly 1 system storage per server. All other drives can only be configured as stor-
age expansion or data drive.
You have the possibility to compress the recordings before saving them in the system stor-
age.
2. Storage expansion
Storage expansions serve to expand the system storage.
For every server, one active storage expansions can be configured. To share a storage ex-
pansion to be used, you must first assign at least 1 tenant to the storage expansion.
The recordings of all tenants assigned to a storage expansion are copied to this storage ex-
pansion. That way, the availability of the recordings continues to be given for this tenant
even if recordings are deleted from the system storage for capacity reasons. The recordings
of tenants not assigned to a storage expansion are saved exclusively in the system storage.
You can assign any number of tenants to a storage expansion.
A storage expansion can neither be used for archiving nor for import or export.
3. Data drive
A data drive is not used for the recording of conversations. Data drives can be used exclu-
sively for archiving, import, and export.
You can configure any number of data drives.
4. Database drive
Exclusively the database has been installed on the database drive. You cannot install any
other software components on this drive. The database drive is configured during the instal-
lation of the Neo software if you are not using an external database. A maximum of 1 data-
base drive can be configured per server.
5. Application drive
The Neo software has been installed in the application drive. The drive where Windows has
been installed is considered an application drive, too. Application drives can be used as
source drive for the import or for the export of conversations.
6. Recording Insights Transfer
The drive that is used for export and import of data from Azure Blob Storage where the
recordings from Recording Insights are saved.
7. Cisco Webex drive
This virtual drive is used to save and transfer recordings from Cisco Webex. NOTICE! For
this drive, the license Drive for Webex must have been installed in the system.
8. Cisco FTP
Drive for the storage of files of the Recording Check Mechanism of Cisco.
9. Mitel FTP
Drive for the storage of files of the Recording Check Mechanism of Mitel.

In virtual environments, you can exclusively use network drives for archiving, import, and ex-
port of data. Internal or USB drives are not supported as performance issues may occur when
trying to access a drive that is no longer available.

2.6 Neo Suite

Neo Suite is the name of the overall Neo product portfolio including client applications.

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2 Definition of the terms

2.7 Neo Cloud

ASC operates its own Neo Cloud based on Microsoft Azure and offers recording, quality man-
agement, and analytics as a service from the cloud.
The Neo Cloud solution allows you as service provider to offer your customers the entire portfo-
lio of the Neo Suite as service from the cloud (Software as a Service SaaS).

2.8 Replay applications

2.8.1 POWERplay Web

The browser-based search and replay application POWERplay Web enables users to search for
and replay calls on any computer in the browser via LAN/WLAN. No additional client software
must be installed on the computer. To ensure the necessary safety during the transmission, an
encrypted connection (TLS) is used.

2.8.2 POWERplay Pro

POWERplay Pro is an application for searching and replaying recorded calls. Being a Java-
based application, it can be deployed regardless of the operating system. The user interface en-
ables users to search for certain categories, to monitor calls “online”, replay several calls at the
same time or listen to sections of a call in a perpetual loop.
POWERplay Pro can either be called up locally on the recorder or from a computer within the
network. To be controlled by means of a computer, the POWERplay Pro software must be in-
stalled there. To ensure the necessary safety during the transmission, a secured connection
(SSL) is used.

2.8.3 POWERplay Go
POWERplay Go is a software to replay the latest conversations. The application serves to
quickly access the latest conversations in chronological order (Last Conversation Repeat).
POWERplay Go can be used from any computer with a LAN-/WLAN connection to the replay
server.
The application has been designed as a touchscreen. If you use the application on a computer,
you can work without touchscreen.

2.8.4 POWERplay Instant

POWERplay Instant is a client application for the immediate replay of the latest calls in chrono-
logical order. This functionality is called Last Call Repeat. During replay the user can skip to the
beginning of the call or to one of the subsequent calls.

2.8.5 WebCommand
The application WEBcommand is a browser-based software integrated into POWERplay Web.
In the WEBcommand module, users have access to the following functions:
• Recording control (starting and stopping, muting and unmuting, keeping or discarding the
recording)
• Displaying the current status of the deployed extensions
• Replay of the latest conversations
• Adding additional data

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2 Definition of the terms

2.9 Screen Recording

2.9.1 SCREENrec (recorder)

SCREENrec is an application which allows recording screen content.
SCREENminer provides a comprehensive insight into the quality of a customer contact. It as-
sesses the agents’ workflow and reveals potential for improvement.

2.9.2 SCREENrec scan

SCREENrec scan is an application for action-controlled recording of screen activities indepen-
dent of CTI solutions.
The recording of screen activities is started if for instance a specific program is started or if a de-
fined function is activated by mouse click. Events which are supposed to trigger a recording are
predefined in the recording system in the SCREENrec scan Editor. Additional data from the
users’ applications such as from a CRM or ERP software or from Office and other Windows ap-
plications can be transferred automatically to the database of the recording system.

2.9.3 SCREENrec Audio

SCREENrec Audio is an optional function of the SCREENrec application.
SCREENrec records the screen; SCREENrec Audio the corresponding audio signal of the com-
puter.
SCREENrec Audio allows recording the audio signal of an agent’s computer. SCREENrec Au-
dio behaves like a softphone and sends the audio data of the sound card to the recording sys-
tem as an RTP stream.
Recording can be controlled automatically by means of filters created in the SCREENrec scan
Editor. Predefined activities on the agent’s screen are used to trigger and stop recording. Alter-
natively, recording can be started manually.
The recording contains screen content in combination with the audio of the computer. If the call
is made via a physical phone instead of the computer, then the screen of the computer and the
audio of the physical phone are recorded.

2.10 Quality management and analysis

2.10.1 INSPIRATIONneo
INSPIRATIONneo is a professional quality monitoring solution developed to evaluate the entire
corporate communication according to company-specific quality criteria and regulations in a
standardized and thus comparable way. INSPIRATIONneo comprises analysis of screen activi-
ties and voice detection as well as emotion detection, keyword and phrase spotting, and the
possibility to transcribe audio to text.

2.10.2 INSIGHTneo
INSIGHTneo is the central application to analyze all available data. INSIGHTneo facilitates and
optimizes creating reports. Users can change and adjust report definitions subsequently.
4 user-friendly components guarantee easy and efficient report generation:
• Dashboards module
In this module, different recording data is displayed in dashboards.
• Report Templates module
This module allows importing and managing report templates.
• Report Instances module

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2 Definition of the terms

In this module, report templates can be selected to specify the parameters of the report to
be created, e. g. parameter values, visibility, creating date.
• Reports module
This module displays the generated reports. Reports use exclusively the data that the cre-
ator has access rights to.

2.10.3 SCREENminer
SCREENminer is an optional component of the application System Configuration.
In connection with INSPIRATIONneo, SCREENminer enables you to trace the individual steps
of an agent’s workflow.

2.10.4 REPORTneo
The application REPORTneo is a central location for any type of reporting within the product
line Neo.
A dashboard with an overview of freely configurable widgets serves as entry page of REPORT-
neo. Widgets are the graphical display of the current development of performance indicators by
means of different types of diagrams (e. g. bar charts or doughnuts). Users can compile their
customized dashboard including the performance indicators relevant for them from different wid-
gets which grants them an overview of the status of decisive success factors or prioritized ob-
jective targets.
In addition, these widgets are the basis for creating reports and viewing and exporting them in
REPORTneo. Reports display the selected data in tables and in graphic form in different levels
of detail. They are the foundation of a permanent and transparent reporting which serves as the
foundation for making well-informed operational and strategic decisions.

2.11 Applications

2.11.1 CLIENTcommand
CLIENTcommand is an application to control the recording and add additional data. The central
point of control is the CLIENTcommand icon in the taskbar. This icon allows users to call up a
menu with different functions, options and information.
CLIENTcommand offers 3 functions for recording control:
• Start or stop recording
• Keep or delete recording
• Mute or unmute recording
Furthermore, CLIENTcommand offers the following functions:
• Add additional data to call
• Start or stop coaching advisor session
• Display notifications
• Display conversation details

2.11.2 PHONEapp
ASC offers several applications for different PBXs and phone types which are available directly
on the phone. ASC’s PHONEapps offer the following functionalities:
• Manual recording control:
Employees can control the recording directly on their phone. The current recording status is
visible in the display of the phone. The following commands can be transferred to the
recording system by pressing the function keys:

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2 Definition of the terms

– Start/Stop recording (record on demand)

– Keep/Delete recording (threat call recording/private call deletion)
– Pause/Continue recording (mute/unmute)
• Add additional information (call tagging):
Additional call information can be added to a call directly by means of the phone. This infor-
mation can be added to the system manually or by selecting it from a predefined list.

2.11.3 Download Client

The application Download Client searches for audio files including their additional data and
saves them locally on the client computer. The connection is established via the web service of
Neo.
The application Download Client can be configured according to the requirements of different
users or to reflect specific search settings.

Definition of terms - Neo 7.x Rev. 8 14 / 18

 List of figures

List of figures

Definition of terms - Neo 7.x Rev. 8 15 / 18

 List of tables

List of tables

Tab. 1 Conversation types .................................................................................................. 8

Definition of terms - Neo 7.x Rev. 8 16 / 18

 Glossary

Glossary

API
Application Programming Interface

API server
Server on which the API service runs. (API=Application Programming Interface)

App server
Application server or web server. In the system architectures: the server on which the Enter-
prise Core and the Payara software have been installed.

CRM
Customer Relationship Management

CTI
Computer Telephony Integration

ERP
Enterprise Resource Planning

LAN
Local Area Network

MiFID II
Markets in Financial Instruments Directive; directive for the harmonized regulation for invest-
ment services across the member states of the European Economic Area.

Multi-channel recording
signifies that the recording system can record different communication types, e. g. audio,
video, SMS, or chat.

Multi-core system
Recording system in which several application servers (Enterprise Core) are used.

PBX
Private Branch Exchange

Recording server
Server that the Recording Module service runs on. This service creates the recording data. A
Recording system can contain one or several recording servers.

Replay server
Server on which the replay function has been activated. Recordings can be replayed via this
server.

Definition of terms - Neo 7.x Rev. 8 17 / 18

 Glossary

RTP
Real-time Transport Protocol is a protocol to continuously transmit audio and video files via
the IP protocol within the network.

SaaS
Software as a Service

SDS
Short Data Service (TETRA), text message

SMS
Short Message Service, text message (GSM, landline)

SSL
Secure Socket Layer

TDM
Time Division Multiplexing is an umbrella term for time-slot-oriented interfaces, ITU G.703 de-
fined. The term is used ASC-wide representative for conventional telephony.

TLS
Transport Layer Security, former name Secure Socket Layer (SSL), is a hybrid encryption pro-
tocol for secure data transmission on the Internet.

USB
Universal Serial Bus

Video recording
A video recording can consist either of a screen video or of any other video.

VoIP
Voice over IP

Widget
Component of a graphical dialog system. Consists of a visible window and an invisible object
which saves the configuration of the component. Interacts with the user and displays informa-
tion which is updated regularly. (Source: https://de.wikipedia.org 15.07.2021)

WLAN
Wireless Local Area Network

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