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Benefits of VoIP Call Recording

Updated on January 16, 2014
VoIP Call Recording
VoIP Call Recording

VoIP vs Regular Call Recording

There are many reasons a business may want to record phone calls made to or by its employees. Managers can record important details during conversations with suppliers or distributors, the playback of recorded conversations can help in training new sales agents and in many cases recording of certain calls is mandated by federal or state regulations. In situations where sensitive information has been inadvertently or intentionally given out by employees, recording phone calls can make it easy to track down the source of the leak.

Call recording used to require the installation of expensive and bulky equipment and extensive set up by technicians. Even then, call quality and performance of the recording software could be uncertain. With VoIP calls however, call recording can be as easy as pressing a button or changing a setting in the admin dashboard. The quality of recorded calls is better and in the majority of cases, recording the call does not introduce additional overhead into the network.

VoIP call recording may be of 2 types:

Active recording

Many hosted VoIP providers offer this method of recording VoIP calls. The recording software is integrated at the switch level and becomes an “active” participant in a call session. These solutions are usually offered on a monthly subscription basis and the recording may be automated or on demand. With hosted services, it is easy for administrators or managers to set up voice recording automatically for a specified group, extension or site. Active recording is especially useful in situations where the handsets are off-site or in remote locations as there is no administration required at the user end.

Passive recording

Passive recording

This is an older method of recording calls and it employs packet filtering technology to track VoIP calls on a monitored port. The recording device is usually attached to the SPAN (Switched Port Analyzer) port on a network where it monitors all the traffic and starts recording once it identifies VoIP data being transmitted. The RTP stream of a VoIP call is captured and later converted into an audio file. This type of recording cannot be undertaken in remote offices or home locations since it requires setup and administration.

Hosted providers offer a lot of flexibility when it comes to accessing and retrieving recorded calls. Users can be automatically alerted that the calls are being recorded or emails can be sent to employees so that they can retrieve call logs themselves. VoIP call recording can be immensely useful in meeting regulatory compliance standards, improving customer interactions and for training purposes.


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