Hosted Voice Recording
Configurations and Issues
Overview
This review summarises some configurations of hosted voice recording services and the issues surrounding them. It does not deal with the details of the recording software itself, which is expected to provide the basic functionality of a user interface with web access to recordings, typically searched by: |
Time & Date. |
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Calling Number (or known user details). |
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Called Number (or known user details). |
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Length of recording. |
Recordings are available in WAV or MP3 format and can be delivered to users by FTP or Email.
The above is available as standard within existing X-on PhonePresence hosted services using IVR based recording or Oreka for SIP recording, sharing a common database architecture.
Client specific features are proposed for: |
Additional data input/labelling through DTMF or agent web form. |
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Association with dialler data and automatic (preview) diallers. |
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ASR / word spotting within recordings. |
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Encryption. |
Some of these have been implemented for X-on clients on a one-off bespoke basis or as part of larger applications.
Hosted recording has the following benefits over traditional on site equipment: |
Customer business continuity - recordings remain safe if customer site has a disaster. |
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Hosted site resilience - hosted provider can replicate data across multiple centres and provide high level of availability using clustered servers. |
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Compliance - hosted provider can take care of data security, compliance issues and accreditation. |
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Lower cost of ownership - transaction only charge models, no maintenance costs. |
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Features can be integrated with other unified communication services - call routing, personnel management, presence, voice mail, IVR, click-to-call, data logging, SMS logging etc. |
Hosted Configurations
Traditional Telephony
Call recording is a standard feature of X-on's hosted PBX products (PhonePresence). The products are largely concerned with inbound call handling and most implementations are inbound only.
Outbound recording is possible by dialling a prefix number that sends the call over the PSTN to the hosted system before onward dialling.
VoIP
Inbound and outbound call recording is a standard feature on VoIP (SIP) hosted services.
In order to record UA-UA calls (extension to extension), the system must be programmed to ensure that media proxy is not bypassed by user devices or on site iPBX.
VoIP with On Site Gateway
In some configurations, clients may have direct PSTN numbers delivered to site, although their switch is IP enabled. It maybe also that the client uses a gateway for resilience. It is possible in these cases to route voice traffic back through the hosted SIP provider for centralized recording, although there is the potential for complex configuration and additional bandwidth demands.
The relative benefits of this configuration need to be discussed on a case by case basis. The rapidly improving quality of bandwidth availability make this a scenario that is less likely to require addressing.
Mobile Alias Numbers
A solution is available for corporate mobile users in a closed environment where it is required to record all inbound and outbound communication, whether voice calls or SMS messages.
The mechanic has also been successfully deployed in a social networking application*.
The Mobile Alias system:
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User is given a company mobile and a separate published mobile number, say 0412 123123. | ||||
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All inbound calls and SMS are routed to their (non-published) underlying mobile number via the hosted provider as in section 2 above. They are recorded and additional inbound services may also be offered (call distribution, transfer etc). | ||||
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The user's directory is maintained in a combination of one or two ways:
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Both mechanisms have the effect of replacing the dialled number for each contact with an alias number that is hidden from the user. When the contact is dialled, or an SMS is sent, the call goes via the hosted provider and is translated to the directory entry, being recorded on the way. | ||||
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The effect is transparent to the user, who sees a set of named contacts in their address book and will have all inbound and outbound calls and SMS recorded against the contacts. | ||||
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Recordings can be accessed from the web, including the mobile Internet. |
The system can be bypassed by the user, and is likely to be most useful in situations where mobile users have a regular set of contacts, and have an incentive to have recordings made, such as IFAs or other advisers.
*Note that in the social networking application, the alias mechanism is used to provide anonymity
as well as recording transactions.
