Speaker Separation Type: Mono Vs. Stereo Recording

Speaker separation type for this provider: Stereo

When Gong analyzes phone calls imported from modern PBX systems, audio is provided to Gong in two channels: one channel includes the recorded Gong user, and the other channel includes the customer. In addition, Gong knows which extension (or, in the more general case, which recorded Gong user) the call is associated with.

In this case, Gong associates one side of the call with the recorded Gong user and the other side with the other party. This ensures maximum accuracy as long as the PBX system records audio consistently across the channels.

How to connect

1. Ask your ShoreTel admin for the ShoreTel Username and Password admin user that has permissions to access calls.

2. Make sure calls are set to be recorded in ShoreTel.

3. Make sure each user's full name matches exactly in both ShoreTel and Gong.

4. Import users to Gong and set them to record before integrating ShoreTel in Gong.

5. In the Gong Settings page, click Telephony systems.

6. Click + Add telephony system.

7. Select ShoreTel.

   • Enter the Username.

   • Enter the Password.

   • Set the speaker channel to the desired channel.

   • If you want to remove internal calls, select Filter internal calls.

8. Click CONNECT.