How to Record Calls.

How to Record Calls.
Last Updated on December 19, 2023


A significant portion of sales and customer experience is conducted over the phone for many businesses. These companies are quickly discovering the importance of call recording and the benefits it delivers to the business. Recording calls provides valuable insights on employee interaction with customers. The conversations may be analyzed and management may determine the best messaging to provide callers for multiple situations. A record of these interactions with the proper messaging may be developed and used as a reference. This allows training to be provided to call center agents to improve customer service and sales performance.

This article will discuss how to record calls, describe various scenarios, and provide guidance on how to identify and determine the proper call recording scenario for your company.

Getting started with phone call recording

It is essential for you to understand your needs and communicate the specifications and requirements when you begin your search for a call recording solution.

Begin with the basics by identifying:

  • What phone system brand / model or online service are you running? (e.g. MS Teams)
  • What are the models of the telephones that need recording? (the Model number can be found on the bottom or top of phones)
  • What is the type of the phone lines that require recording? (eg – analog, digital, VoIP)
  • What is your phone system / PBX? (eg – Internal lines / extensions, external lines, trunks)
  • How many telephones are there total and how many of them need recording?
  • Do you have one site or several sites that require phone recording?

Understand your call recording connection scenarios. See our Common Call Recording Scenarios to learn more. Which scenario(s) seem to satisfy your recording requirements?

Sample Call Recording Configurations:

Below are three sample call recording requests and directions on how to get started.

Sample request 1 (Cisco) – Here is an example of an On-Premise PBX with digital lines request.

The phone configuration and requirements are:

  • Phone system is Cisco CUCM 14
  • Phone Model is Cisco 8851
  • Phone lines are digital
  • PBX is on premise
  • 20 phone lines to be recorded
  • 5 locations to be recorded

Please note the equipment in this case to select the best call recording scenario. Cisco offers a call and session management infrastructure in their equipment known as Cisco Unified Communications Manager (CUCM). CUCM unites registered devices regardless of location into a single platform. The Cisco devices in this scenario also contain an embedded conference bridge known as Built-In-Bridge (BiB). This allows companies to configure the CUCM fork the call audio in the Cisco devices to a call recorder thus removing the need to configure a SPAN mirror port. Therefore, the configuration that best fits this use case is scenario #9.

Cisco Built-in Bridge

Sample request 2 (VoIP with Hosted PBX) – Here is an example of an On-Premise PBX with digital lines request.

The phone configuration and requirements are:

  • Phone system is VoIP
  • Phone Model is Poly VVX 450
  • Phone lines are digital
  • PBX is hosted
  • 35 phone lines to be recorded
  • 1 location to be recorded

There is a hosted PBX and one location to record calls in this sample request. This means the configuration that best fits this use case is scenario #2. The hosted PBX connects to an on-premise switch. Business managers will need to determine if the on-premise switch contains a mirror port. The switch may be configured to make a copy of all data traffic and send it to the mirror port. If there is no mirror port exists on the router then a third-party switch may be added for recording purposes.

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Sample request 3 (Remote employees with soft phones) – Here is an example of remote employees connected to the business’ PBX via VPN.

The phone configuration and requirements are:

  • Phone system is VoIP
  • Phone Model is 3CX soft phones
  • Phone lines are digital
  • PBX is onsite
  • 10 phone lines to be recorded, 5 in office and 5 remote
  • 6 locations to be recorded

Please notice the company has employees working from home and the physical office location all require call recording. This means the remote employees must have an internet connection to VPN into the company’s PBX. The voice data may be duplicated on the switch into the mirror port that is connected to the Versadial call recorder. In office phones will also need to be connected to the switch to have their calls recorded. This will allow phone calls from both onsite and remote to be recorded. The configuration that best fits this use case is scenario #15.

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Remote User phones connected to company PPBX via VPN

How to determine your Call Recording Scenario(s)

Business managers who are trying to determine the call recording scenario that best fits their company’s call center may feel overwhelmed initially. The task becomes easier when they break down their equipment and understand the needs and goals of their company. When they determine:

  • The phone system brand, model, or service they are currently using.
  • The telephone models that need recording.
  • Type of telephone line that needs recording.
  • Phone system or PBX.
  • Number of telephones to be recorded.
  • Number of sites that need to be recorded.

They can place this information and compare the equipment and call recording requirements needed to our Common Call Recording Scenarios. The scenario should become clear.

If you are having difficulty determining the call recording scenario that best fits your company’s needs, Contact Us. We will provide you with assistance to determine the call recording scenario that best fits your business’ needs to obtain your goals.

Previous Call Recording Articles:

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Last Updated on December 19, 2023