ArtsAutosBooksBusinessEducationEntertainmentFamilyFashionFoodGamesGenderHealthHolidaysHomeHubPagesPersonal FinancePetsPoliticsReligionSportsTechnologyTravel

VoIP features: Call Monitoring & Recording

Updated on September 19, 2013

One of the major selling points of VoIP technology is that advanced voice and call features are now available to organizations at reasonable prices. This is especially true for small and medium enterprises for whom virtual and toll free numbers, call forwarding, visual voicemail etc would have been prohibitively expensive just a couple of years ago.

Two such services are call recording and call monitoring, which can be very useful in many situations.

VoIP Call Recording
VoIP Call Recording

Call recording

Call recording gives you the ability to record the business interactions of your employees. Call recording may be of two types: on demand and automated.

On demand recording is convenient to let employees record their own calls. It can be activated with a pre-configured key combination and recordings are available in individual user accounts, secured with passwords. It allows staff to concentrate on the call without the need to take notes. It can be very handy for audio conferencing or client calls when key details need to be reviewed later.

Automated recording is usually available to system administrators and can be enabled for entire groups at once. This feature is especially useful for customer service or sales departments where agent performance needs to be tracked or feedback is important. New agents can be trained more effectively by playing back their customer calls, so that they can easily see for themselves which areas need to be improved upon.

Call monitoring

Call monitoring is another feature that has practical use for customer service or sales departments. It allows supervisors or senior employees to listen to calls between agents and customers. It can be an excellent tool for training new agents with sales processes or new techniques. Administrators can listen in on calls and even intervene on behalf of agents to help customers with more complex troubleshooting issues. Some providers also offer the ability for supervisors to talk to the agent while the customer is on the line, but only the employee can hear him/her.

VoIP services also give the option of setting up a legal announcement letting users know that calls may be recorded or monitored for compliance with transparency procedures. Legacy phone systems usually required a lot of time and money to enable such features while business VoIP portals allow businesses to activate them as and when needed from the comfort of their office. Call monitoring and recording are two features which can be extremely valuable for enterprises and best of all, they are delivered at low cost through modern VoIP technology.


    0 of 8192 characters used
    Post Comment

    No comments yet.


    This website uses cookies

    As a user in the EEA, your approval is needed on a few things. To provide a better website experience, uses cookies (and other similar technologies) and may collect, process, and share personal data. Please choose which areas of our service you consent to our doing so.

    For more information on managing or withdrawing consents and how we handle data, visit our Privacy Policy at:

    Show Details
    HubPages Device IDThis is used to identify particular browsers or devices when the access the service, and is used for security reasons.
    LoginThis is necessary to sign in to the HubPages Service.
    Google RecaptchaThis is used to prevent bots and spam. (Privacy Policy)
    AkismetThis is used to detect comment spam. (Privacy Policy)
    HubPages Google AnalyticsThis is used to provide data on traffic to our website, all personally identifyable data is anonymized. (Privacy Policy)
    HubPages Traffic PixelThis is used to collect data on traffic to articles and other pages on our site. Unless you are signed in to a HubPages account, all personally identifiable information is anonymized.
    Amazon Web ServicesThis is a cloud services platform that we used to host our service. (Privacy Policy)
    CloudflareThis is a cloud CDN service that we use to efficiently deliver files required for our service to operate such as javascript, cascading style sheets, images, and videos. (Privacy Policy)
    Google Hosted LibrariesJavascript software libraries such as jQuery are loaded at endpoints on the or domains, for performance and efficiency reasons. (Privacy Policy)
    Google Custom SearchThis is feature allows you to search the site. (Privacy Policy)
    Google MapsSome articles have Google Maps embedded in them. (Privacy Policy)
    Google ChartsThis is used to display charts and graphs on articles and the author center. (Privacy Policy)
    Google AdSense Host APIThis service allows you to sign up for or associate a Google AdSense account with HubPages, so that you can earn money from ads on your articles. No data is shared unless you engage with this feature. (Privacy Policy)
    Google YouTubeSome articles have YouTube videos embedded in them. (Privacy Policy)
    VimeoSome articles have Vimeo videos embedded in them. (Privacy Policy)
    PaypalThis is used for a registered author who enrolls in the HubPages Earnings program and requests to be paid via PayPal. No data is shared with Paypal unless you engage with this feature. (Privacy Policy)
    Facebook LoginYou can use this to streamline signing up for, or signing in to your Hubpages account. No data is shared with Facebook unless you engage with this feature. (Privacy Policy)
    MavenThis supports the Maven widget and search functionality. (Privacy Policy)
    Google AdSenseThis is an ad network. (Privacy Policy)
    Google DoubleClickGoogle provides ad serving technology and runs an ad network. (Privacy Policy)
    Index ExchangeThis is an ad network. (Privacy Policy)
    SovrnThis is an ad network. (Privacy Policy)
    Facebook AdsThis is an ad network. (Privacy Policy)
    Amazon Unified Ad MarketplaceThis is an ad network. (Privacy Policy)
    AppNexusThis is an ad network. (Privacy Policy)
    OpenxThis is an ad network. (Privacy Policy)
    Rubicon ProjectThis is an ad network. (Privacy Policy)
    TripleLiftThis is an ad network. (Privacy Policy)
    Say MediaWe partner with Say Media to deliver ad campaigns on our sites. (Privacy Policy)
    Remarketing PixelsWe may use remarketing pixels from advertising networks such as Google AdWords, Bing Ads, and Facebook in order to advertise the HubPages Service to people that have visited our sites.
    Conversion Tracking PixelsWe may use conversion tracking pixels from advertising networks such as Google AdWords, Bing Ads, and Facebook in order to identify when an advertisement has successfully resulted in the desired action, such as signing up for the HubPages Service or publishing an article on the HubPages Service.
    Author Google AnalyticsThis is used to provide traffic data and reports to the authors of articles on the HubPages Service. (Privacy Policy)
    ComscoreComScore is a media measurement and analytics company providing marketing data and analytics to enterprises, media and advertising agencies, and publishers. Non-consent will result in ComScore only processing obfuscated personal data. (Privacy Policy)
    Amazon Tracking PixelSome articles display amazon products as part of the Amazon Affiliate program, this pixel provides traffic statistics for those products (Privacy Policy)