Call Recording Solutions for Call Centers

Recording Calls on Toshiba CTX and DK

We run into people all the time that are looking for recording for their Toshiba DK or Toshiba CTX.  Toshiba recording is actually pretty straight forward with our interface connecting directly to the Toshiba DK or Toshiba CTX digital phone.  The Toshiba interface can be provided to record only a couple of phones or can be set up to record your whole center.

While Recording Toshiba phones the date, time, call duration, caller ID and/or dialed number can be captured.  The call data is then indexed to the call to be used as search parameters to locate a specific call.  These recording interfaces can be provided singularly or in multi-channel systems.  This makes it a much more cost-effective option for your center.

Another option, that is always available, is recording across the incoming T-1’s (trunks) to your Toshiba switch.  This type of recording will not record the extension-to-extension calls since that audio isn’t available to this type of configuration (see Trunk-Side Recording in our “Types of Call Recording” section).

Do you need agent evaluation forms and/or reporting?  That is also an easy addition to the Toshiba DK or Toshiba CTX system.  Your supervisors will have the flexibility to create call evaluation forms for each type of call or each department.  As the call is replayed you will now have the ability to pause the call, make a detailed comment on a specific skill (or lack of it) and then continue on with the evaluation.

Reporting on these evaluations really helps you zero in on the training needed and who needs that training.  These reports are great for your quarterly/semi-annual/annual meetings with your agents too.  I hope you’re doing these at least once a year.  Now you can review specific items of development and follow-up.  Justifying your position, or theirs, for that pay adjustment.

Don’t let the fact that you are using a Toshiba switch dampen your hopes for a solid quality monitoring tool or call logging system.  There’s always a way to address what you need.

Request a Demo today or contact us to learn more about how Call Recording Center can help you record calls on your existing NEC phone system. If you're not quite sure about what features you need from your call recording solution, use our online solution advisor to help guide you.

If you have any questions about whether we support your specific NEC model of PBX or phone system, please click here to contact us.