Call Recording Solutions for Call Centers

Types of Call Recording

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

Station-Side Call Recording

This type of 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). Station Side call recording enables all calls to be recorded without investing in a recording channel for each phone.

learn more . . .

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.

learn more . . .

Random Call Recording

Random recording can be a very versatile way to record calls. I get asked about this configuration usually because most consider this the cost-effective way to record their agents. My answer 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). learn more . . .

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.

learn more . . .

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 your recording vendor can provide integration to your Dialer. Without this integration your agents’ calls for the day will all be grouped together as if it were one long call over the length of their shift.

Learn More . . .

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 you call recording system is connected to your switch in such a way to capture the calls properly. What must be included is the ability to deliver the data you want to use to trigger recording in real-time to the recording system. learn more . . .

Learn More

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