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.