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Call Recording in a VoIP Environment
In order to function and compete within the global economy organizations around the world are incrementally reengineering their voice infrastructures to adopt VoIP.


As seen in Telecom Reseller


As seen in Telecom Reseller

By Patrick Botz, Global Director of Marketing, Voice Print International

In order to function and compete within the global economy organizations around the world are incrementally reengineering their voice infrastructures to adopt VoIP. As they move through the normal cycle of replacing their PBX systems many look to leverage centralized recording and administration capabilities of VoIP call recording solutions. These systems help reduce costs by eliminating the need for installation, management and administration at branch locations, enabling remote and home-based employees to be efficiently monitored. However, despite many benefits the technicalities involved with recording in complex environments can be quite daunting. For organizations that record interactions for compliance, liability and/or quality assurance, the transition to VoIP is fraught with additional challenges and some potentially costly pitfalls.

Many organizations take a converged hybrid approach as they may not be ready to switch over to VoIP all at once. However, many recording methods require a complete system change-out. Fortunately an expensive system overhaul can be avoided. The latest software-based solutions are designed to easily and reliably record audio from most traditional circuit-switched and new VoIP PBXs/ACDs in the same system, preserving initial investment. All thatís required is replacement of the voice interface boards. These solutions are platform-independent to integrate seamlessly into an organizationís infrastructure, capable of sitting securely behind a firewall and working in harmony with network operations.

IP screen recording solutions that constantly stream data over the network should be avoided as they can strain and limit bandwidth, switching capacity, performance and quality of service (QoS). The latest ones have made video quality a reality without impacting network performance. They can transfer media files originally captured at local PC workstations either continuously upon conclusion of every recording session or via scheduled bursts after hours when the network is less busy.

Itís important to implement a solution thatís self-maintaining and able to provide for all network interface, packet filtering, media processing and recording functions. In turn, itís best to avoid those that require users to constantly adjust network compression rates, rely on customer-provided routers and additional hardware, or increase capacity of the current PBX. The best solutions ensure real-time response and QOS on every channel recorded by reducing server resources required by most host-based offerings, which frequently suffer from performance problems related to running the application and network interface functions on the same server.


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