Connect to the recorder
Overtone reads completed recordings from Avaya Contact Recorder or your third-party recorder over your own network, using a service account with read-only rights.
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CCaaS integration
Avaya
conversation intelligence.
Overtone reads from Avaya Contact Recorder and the Avaya Experience Platform without moving your audio to anyone's cloud, which is usually the whole reason an Avaya estate is still on-premises.
How the connector works
Read Avaya, score it,
Read Avaya, score it,
send the results back.
No agent desktop install, no network appliance, and no change to how Avaya routes or records calls.
Match call metadata
Call detail records supply agent, skill, VDN, duration and disposition so each recording is attributed correctly before scoring.
Process in place
In an on-premises deployment the audio is streamed into memory, transcribed, and discarded. Nothing is written to disk outside your data centre.
Publish results
Scores and transcripts persist in your own SQL Server and surface in the Overtone portal and your BI stack.
What Overtone reads
Least-privilege, read-only.
Overtone asks for the minimum needed to attribute and score a conversation. Nothing else is requested, and access is revocable at any time.
| Source | What it provides |
|---|---|
| Avaya Contact Recorder | Completed call audio and recording metadata |
| Call detail records | Agent, skill, VDN, duration, disposition, transfer chain |
| Avaya Aura / AXP | Station and agent configuration for roster mapping |
| Third-party recorders | Verint, NICE and Calabrio recorders in mixed Avaya estates |
Deployment
Where it runs.
Fully on-premises. The system of record, the search index and every transcript stay inside your network, and the only outbound path is HTTPS. An air-gapped configuration with local inference is available where no egress is permitted.
Alongside what you have
It does not replace Avaya.
Most Avaya estates already run a separate recorder and a separate quality tool. Overtone reads the recorder you have and replaces the manual sampling process, not the telephony.
- Scores 100% of conversations, not a 2% sample
- Your own weighted rubric, versioned and auditable
- Coaching plans with timestamped evidence
- Conversion and retention attribution
Questions
Avaya specifics.
We are still on Avaya Aura on-premises. Is that supported?
Yes, and it is one of the most common deployments. Overtone reads from Avaya Contact Recorder or your third-party recorder over your own network, and the entire system of record stays on-premises.
Can Overtone run with no internet access at all?
Yes. The air-gapped configuration runs inference locally on your own hardware, with no outbound connectivity. Model updates are applied from signed offline bundles on your schedule.
Our recorder is Verint, not Avaya's. Does that matter?
No. Mixed estates are normal. Overtone reads whichever recorder holds the audio and uses Avaya call detail records for attribution.
Next step
Run it on your
Run it on your
Avaya calls.
Send us a week of audio and the scorecard you already use. We will score every call and show you what your current sample never surfaced.