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CallCabinet Frequently Asked Questions

CAN ENCRYPTED VOIP BE RECORDED?

One of the issues that comes up over and over again is whether or not encrypted VoIP can be recorded. While the majority of trunk-side VoIP traffic is not encrypted (data from the PBX to your trunk provider), a number of vendors have started to encrypt extension side VoIP traffic. Examples of vendors with encrypted VoIP include Mitel (Mitel 3300 series) and Avaya, and there are many more. Encrypted VoIP provides certain challenges to Call Recording vendors and in fact without direct certification with the specific vendor, Call Recording is in most cases impossible with encrypted calls. Mitel for example, encrypts all of its calls and the only way to record these calls is to directly integrate with the Mitel SRC (Secure Recording Connector), now part of the Mitel MBG (Mitel Border Gateway), this adds additional complexity as the number of vendors licensed to integrate with the SRC is limited, and there are additional costs associated with the Mitel MBG \ SRC components.

While the number of vendors encrypting the VoIP stream is still relatively low, with most offering the option to turn the encryption off, We foresee that this will soon be changing as the security of telephone calls becomes more and more important. In conclusion, it is really important to understand your environment as well as potential changes to your infrastructure before selecting a call recording vendor.

CAN I RECORD MOBILE CELL PHONES?

Cell Phone Recording has become more mainstream in the past few years due to changes in government legislation. Cell Phone Recording has always posed a problem for enterprise call recording vendors as the recording of cellular data is both complicated and difficult to integrate with premise based recorders. There are a number of providers of cell phone recording (although these vendors typically aim at individual use rather than group recording).

Cell Phone Recording can be accomplished in one of the following manners:
Recording software installed on the physical device. A number of devices support call recording software, although these devices are very limited. The later model Nokia, Android and Blackberry devices do allow for control over the audio stream and therefore able to be recorded, whilst earlier devices and iOS devices are more problematic if not impossible.

Recording by routing the calls. A number of providers allow the re-routing of the cellular call through their servers and therefore are able to provide call recording, an example would be Google Voice who allows the recording of inbound cellular calls. Other providers allow you to send an incoming call to a call recording service by declining the call and having the network divert the call to a call recording providers server, these servers then re-establish the call to the users cell phone and thereby enable the ability to record.

In conclusion, whilst cellular recording for individual use is readily available through a number of different providers the amalgamation of enterpise premise based and cellular recording is far more challenging.

WHAT IS VOIP CALL RECORDING?

VoIP recording is the recording of telephone calls off of computer networks. This type of recording supports the majority of modern PBX’s on the market today, VoIP recording covers a wide range of different protocols and communication methodologies. Although there are some standards (like SIP) when it come to recording computer network transmitted calls, most of the major PBX manufacturers have their own flavour of VoIP which makes the recording of VoIP relatively complicated.

A VoIP telephone call comprises of a number of computer transmitted packets and in most cases there is both signalling information as well as audio packets (the actual call), these audio packets are encoded using one of many industry standards, the most common of which are G.711, G.729a, G729b and G.723.
When choosing a VoIP Call Recording Provider it is critical to ensure that the provider is able to record your specific PBX (vendor certification is a great first step), and in most cases it is advisable to send the provider a sample of your VoIP stream to ensure that they are able to succesfully retrieve both the signalling and voice data from your capture file.

Another major consideration when considering VoIP recording is where to capture the actual VoIP data. In most cases a layer 3 switch that is capable of port forwarding \ mirroring is used to forward a copy of the VoIP stream to the recording device \ server, however in high volume scenarios load balancing equipment and specialised network infrastrucutre may be neccessary. A good rule of thumb would be to get a specialised network engineer involved when attempting to record more than 200 simultaneous VoIP calls.
VoIP recording also covers recording of stand alone applications like Skype and verious chat applications.

VoIP Recording can be performed on either the Trunk side or Extension side of the PBX.

WHAT IS TDM RECORDING?

TDM recording is the recording of telephone calls off of traditional telephony trunks (non VoIP). This type of recording supports the majority of PBX’s on the market today and is responsible for the recording both analogue and digital telephone lines.

Examples of TDM Recording:
T1 \ PRI Trunk Recording
Analogue Trunk Recording
Digital Trunk \ BRI Recording
Analogue Extension Recording
Digital Extension Recording

TDM Recording can be performed on either the Trunk side or Extension side of the PBX and can use either Active or Passive recording technologies.

WHY DO CALL RECORDING?

Verbal contracts made over the telephone are legislated and regulated throughout the world. Recording these conversations enables organisations to show compliance with certain regulations. It can help to settle disputes, monitor performance, and identify training opportunities. Data from call recording can be used to gain insights into the operation of the call centre or organisation, such as the length of calls, number of deals made, and other valuable information that can help to increase productivity.

WHAT IS A CALL RECORDING DISCLOSURE?

Telephone disclosure laws are applied when any verbal contracts are made by telephone. Privacy laws in the USA and most other countries forbid the recording of anybody without their consent. Call recording disclosure is when the agent informs the person or customer spoken to that the call is being recorded, and asking for their consent to continue with a recorded call.

CAN I REQUEST A CALL RECORDING FROM A COMPANY?

The USA laws vary between states. In some states you are entitled to the recording, and not in others. Organisations generally consider the call recordings to be the property of the company, and will generally not release the call recordings to a person outside of the organisation unless it is required by the court to be used to prove or disprove compliance, or to settle a law suit.

HOW LONG CAN CALL RECORDINGS BE KEPT FOR?

Depending on the industry and state, call recordings need to be stored for minimum periods of time (usually between 180 days and 5 years). It is, however, possible to store call recordings for much longer than this (or indefinitely) because this data is encrypted and stored in a cloud. Organisations do, however, have to comply with the minimum storage period required by law.

HOW DOES CLOUD CALL RECORDING WORK?

Telephone calls are recorded with the use of call recording software. The recorded conversation becomes data is then encrypted and stored on an internet based storage system (also called a cloud). This means that the data is not physically stored on site, and cannot be damaged by physical factors such as fire or flood. It also provides organisations online access to the data from any location where there is internet. Private cloud storage systems are also very secure, meaning that unauthorised access to confidential information is highly unlikely.

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