CXM Blog


Five Areas of Call Recording in Medical Centers

August 11, 2015


While regulation does not require hospitals to record calls, the benefit from and use cases for recording in Hospitals and other medical centers are significant.  These facilities are under constant scrutiny and need to protect their operations and employees.  Unique requirements and applications for medical facility recording include:

Access Center – This is commonly the first contact, main number, or reception phones for the hospital or medical facility.  This can include any patient facing staff that work over the phone regarding the patient’s appointments or access to hospital services.  Recording protects the hospital against mal-practice claims or denial of service claims.  There are also large benefits to the hospital for monitoring communications for quality of service and ensuring positive interactions with patients and hospital guests.  This line is the most likely number to receive threats against the safety of the hospital, so having recordings of any threats would be beneficial in protecting the hospital and prosecuting the offender.  HIPPA is a concern, so all call recordings should be encrypted and access to recordings limited and controlled by user.

Five Fundamentals of Recording Calls

July 28, 2015


As telephony technology has changed, so have the tools used to capture audio and create recordings.  While there are a wide variety of tools that can record audio, there are only a few providers with systems truly designed to meet all the needs of the contact center.  A full workforce optimization solution provides the ability to center to capture, manage, and associate data with the call recording.

When looking for a system there are five fundamentals you should understand:

How will it record?  TDM, VoIP, SIP are acronyms commonly used in telephony and recording.  There are two ways to record, either by tapping the audio with a wire or recording capturing SIP or RTP (IP Audio) packets.  Tapping the audio with a wire is the older hardware intensive method of call recording, and is often referred to as Trunk Side or Station Side depending on the location of the wiretap.  With VoIP phones, call audio is either captured using the manufacturers connection (Avaya is DMCC, Mitel is SRC, and Cisco is BIB) or by spanning a copy of the audio traffic from the network to the recorder server.  Understanding your phone system is the first step to understanding the best method to capture the audio.