There are a number of ways to record enterprise IP communications, on the station or the trunk, actively, passively or a combination of modalities. The Voxida VoIP call recording solutions, which you can see here, are able to employ one, or more, IP voice recording methods in a single site or multiple location call center rollout. If you have a hybrid system, we can also configure Voxida to record your analog or digital/TDM calls as well.
There are a few primary ways to record VoIP calls:
- Using a Passive Interface, for port sniffing
- Passively decoding proprietary VoIP PBX signaling
- Using an Active Interface, or
- Capturing calls off a SIP Trunk
Depending on your goals, network topology or onsite systems, the way you ultimately record you VoIP calls may vary. We’ll go into a bit more detail here, but it’s important to consult a VoIP call recording expert as soon as possible in the process, ideally when you are designing your IP phone deployment, to come up with the most cost-effective and efficient way to set up recording in your contact center, campus or facility. It will save you some headaches and reduce project risk. Accurate Always has extensive experience in designing VoIP recording solutions for diverse call centers. If we can be of help, just ask.*
Passive VoIP Call Recording
In most cases, the best way to record IP conversations is to deploy a “passive VoIP call recording” solution. In this recording scenario, Voxida captures audio streams along PBX and media gateway’s VoIP paths using hardware taps and/or mirroring (SPAN) capabilities of the local area network switches. This is often called “sniffing” or “IP port sniffing” and can be accomplished in any environment using RTP streams.
A Leading Step Further: Passively Decoding Proprietary VoIP PBX Signaling
The Voxida VoIP recording appliances take it a market-leading step further, however. In addition, to passively sniffing RTP streams, Voxida further decodes proprietary VoIP signaling for leading enterprise VoIP PBX, gateways and media servers, such as the Cisco CallManager, CCX and CCE, Avaya IP Office and the ACM models, including Aura, and additional Siemens, Alcatel, Ericsson, Inter-Tel, NEC, Mitel and other IP-enabled PBX, listed here. This provides the richest level of call detail, can further cradle-to-grave recording efforts and provide more detailed call center reports and analytics so you can get a better idea of what’s going on in your center, up-to-the-minute.
Active VoIP Call Recording
Another way to go about this is to use an “active VoIP recording” interface, which requires direct integration with your VoIP switches. This is sometimes done to quickly record remote agents.
SIP Trunk Recording
Finally, there’s always the option to record VoIP calls off the incoming trunk lines. This is commonly referred to as “SIP trunk recording.” It may, or may not, reduce costs, depending on the number of trunks vs. extensions and geographic diversity of your agents. It also introduces a different technological value proposition.
Again, Voxida can do one, or all, voice capture modalities at once, or as needed at install time or in the future. Contact us to find out the most beneficial way to record calls in your center.
* Please note that we’re here as a resource, not a high-pressured sales organization. If you want to be hounded, we’re just not those guys. If you want to enlist the help of someone actively interested in your success, we’re here. Anytime. You can learn more about us and our values here.