At Call Recording Center, our goal is to make you the most informed consumer possible. Below, we have presented the various call recording types, along with explanations of what they all mean.

VOIP Call Recording

Voice Over Internet Protocol is sending a voice conversation over a corporate LAN/WAN and/or the Internet. The voice signal is split into separate data packets and these packets are then transmitted over a data network to the desired destination. The separate packets are reassembled at the receiving end and the digital information is converted back into a duplicate of the original voice signal. Most current VoIP implementations today are a hybrid of traditional and VoIP telephony.

Outbound (Dialer) Call Recording

A call center using a dialer to dial and connect live calls to your agents can use either of the trunk-side or station-side recording configurations. A very critical item to consider in this configuration is to be sure that your recording vendor can provide integration to your dialer. Without this integration, each of your agents’ calls for the day will be grouped together as if they were one long call over the length of their shift.

Random Call Recording

Random recording can be a very versatile way to record calls. Usually companies ask about this configuration because most businesses consider this the most cost-effective way to record their agents. Is it cost effective? The answer is yes and no. If you don’t mind not having any call data with the call, a block of calls grouped within a single file (no call separation) and little control over what gets recorded, you can get a fairly inexpensive system. However, to gain the real advantages of this type of recording you must have switch provided Computer Telephony Integration (CTI).

Station-Side Call Recording

A station-side recording configuration requires the ability of the recorder to interface to the existing digital phones. It is critical the your recording vendor know the model number of your individual phone sets. Call data that can be collected is again specific to your particular switch type and phone set in use.

Trunk-Side Call Recording

Trunk side call recording is available on any type of switch. Compatibility with a recording system is not an issue. The phone lines (T-1’s) deliver some call data. In almost every case the switch can provide additional call data (date/time/extension/agent ID/ dialed number/ANI/DNIS/etc). This recording type enables all calls to be recorded without investing in a recording channel for each phone. For example if you have 2 T-1’s delivering up to 48 calls at once and 78 phones, you only need 48 record channels.

Business Rules Driven Call Recording

Business rules recording can be used with any other configuration (trunk-side, station-side or random recording). It is important though to be sure that your call recording system is connected to your switch in such a way to capture the calls properly. Business rules recording is ideal for companies wishing to set specific real-time parameters to activate recording.

Learn More

As always, if you have call recording questions, contact us for a no-obligation consultation with a call recording expert.