@joako:
what is needed in a real-world CC scenario is abilty for not-so-very technical staff to search for recordings and resolve customer cases and complains ("your consultant on the phone said that..."), also for example to easy "outsource" recordings only for one project (see, you provide cc service to many customers, and one customer should only see his/hers recordings).
Things that i look are:
ready GUI that works both under FF and IE
search based on many criteria
player that, embedded on web could do a "fast forward" playing with speed X1.5, X2, X2.5, X3 times faster than recording etc...
simply the Call Center customers will look for features found in products they are used to, so only providing interface like i've found: URS (
http://www.voip-info.org/wiki/view/Unified+Recording+Management+System) or OrecX (
http://oreka.sourceforge.net/http://oreka.sourceforge.net/
) is no good, #1 URS uses filed type "varchar[50]" to contain a data/time value - imvho it says "don't use me!". OrecX is based in java and is just a GPL part of big commercial product, that is hard to customize.
I just wander, how you share recordings with team leaders or external companies that just buy outbound campaigns based on VIVIDIAL. I don't believe that after a campaign that last for one month you just put a bunch of .wav files on DVDs, most customers will ask "i want to listen to calls while the campaign is running"