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VoIP Call Recording: Capturing Voice Conversations Goes Digital

VoIP Call Recording


July 30, 2007

VoIP Call Recording: Capturing Voice Conversations Goes Digital

By Mae Kowalke, TMCnet Associate Editor


Certain types of businesses, such as call centers, need to record phone conversations in order to keep accurate records of transactions. Call recording is also used for training purposes and to comply with regulations.
 
A VoIP call recording solution like ECHO™ from Teleformix (News - Alert) acts as a complete platform to record, evaluate, monitor and archive the performance of agents. Such a solution uses a service oriented architecture (SOA) so it can be integrated with other Web Services-enabled platforms.

 
How exactly does call recording work? A software application like ECHO is used to record the phone conversation. The call may come from the publicly switched telephone network (PSTN) or through a Voice over IP (VoIP) service. Regardless, the call is converted to digital format (usually .wav or .mp3).
 
For analog phone calls (think PSTN), the software usually requires a call recording adapter or telephony board to digitize the signal. For digital lines (think VoIP), the setup is both simpler and more complex. That’s because usually a digital PBX requires a conversion box to process proprietary signal before it is channeled to a computer for recording. If the calls being recorded are received by a mobile phone, a hardware adapter must be attached to the handset to capture the call.
 
Today, most call recording is all-digital in the sense that it’s VoIP call recording. But, even though this modern technology is a software-based way of transmitting and capturing voice, recording still does involve hardware at some point in the process. Typically, for VoIP call recording this is a streaming media recorder.
 
Still, VoIP call recording is simpler in the sense that it is performed simply by tapping into a computer network rather than PSTN phone lines. A router, switch or hub on the network can perform this function.
 
Traditionally, the equipment needed to perform call recording was         quite expensive; today, with VoIP call recording, a solution like Teleformix’s ECHO is affordable even for small companies. Many organizations are therefore choosing to go with a VoIP call recording solution.
 
To learn more about VoIP call recording, please visit the VoIP Call Recording channel on TMCnet.com, sponsored by Teleformix.
 
Mae Kowalke previously wrote for Cleveland Magazine in Ohio and The Burlington Free Press in Vermont. To see more of her articles, please visit Mae Kowalke’s columnist page. Also check out her Wireless Mobility blog.

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