Common Call Recording Scenarios

CALL RECORDING SCENARIO 1 – NO PHONE SYSTEM, ANALOG OR TDM LINES, PASSIVE RECORDING

Phone System:None, I have no PBX or phone system at my business.
Type of Lines I Have:Analog Lines, Centrex lines or TDM lines  provides by telecom carrier:  AT&T,  Cox, etc
Suggested Recording method Passive
Extra RequirementsSpecial voice recording board to record specified lines (analog or TDM )
Recorder Connection/Wiring and Configuration:Recorded lines tapped (connected in parallel) to recording boards
Extra Details: 

CALL RECORDING SCENARIO 2 – HOSTED PBX, VOIP LINES, PASSIVE RECORDING

Phone System:Hosted or Cloud PBX, ie: Cox VoIP Centrex, RingCentral, 8×8 … etc
Type of Lines I Have:VoIP (Voice over Internet Protocol)
Suggested Recording method Passive (network sniffing)
Extra RequirementsOn-premise network switch with Mirror (SPAN) port (e.g. low-cost option NETGEAR GS105Ev2)
Recorder Connection/Wiring and Configuration:Recorder spare NIC is connected to mirror port(s)
Extra Details:

https://www.versadial.com/voip-call-recording/

Can record VoIP telephone and desktop softphone. 

Hosted VoIP Recording

CALL RECORDING SCENARIO 3 – BUSINESS PHONE SYSTEM, PASSIVE RECORDING FROM THE TRUNK LINES

This is similar to  scenarios 1 and 2, only recorded lines connected to Phone System’s external line ports (trunks)
Phone System:Business Phone System at my location (PBX), ie: Avaya, ShoreTel, Panasonic, Toshiba, Cisco etc
Type of Lines I Have:Analog, or Digital TDM (E1, T1, ISDN BRI or PRI), or VoIP/SIP Trunk
Suggested Recording method Passive
Extra RequirementsSpecial voice recording board to record specified lines (analog or TDM) Or/and On-premise network switch with Mirror (SPAN) port
Recorder Connection/Wiring and Configuration:Analog and TDM lines (T1, E1, ISDN PRI and BRI): Recorded lines Tapped (connected in parallel) to recording boards SIP trunks: Recorder Spare NIC is connected to Mirror portSpecific call handling extensions can be received via SMDR or JTAPI integration
Extra Details:https://versadial.com/publications/trunk-vs-extension/#1/z See also: https://www.versadial.com/record-analog-phone-lines/ https://www.versadial.com/digital-pbx-call-recording/ https://www.versadial.com/record-call-t1-e1-isdn-pri-lines/ https://www.versadial.com/record-isdn-bri-telephone-lines/ https://www.versadial.com/voip-call-recording/

CALL RECORDING SCENARIO 4 – BUSINESS PHONE SYSTEM, PASSIVE RECORDING FROM THE EXTENSION LINES (ANALOG, TDM LINES)

Phone System:Business Phone System at my location (PBX), ie: Avaya, ShoreTel, Panasonic, Toshiba, Cisco etc
Type of extension lines I Have:Analog, or Digital phones, or VoIP/SIP phones
Suggested Recording method Passive
Extra RequirementsSpecial voice recording board to record specified lines (analog or digital) Or/and On-premise network switch with Mirror (SPAN) port
Recorder Connection/Wiring and Configuration:Analog and TDM lines: Recorded lines Tapped (connected in parallel) to recording boards VoIP phones: Recorder Spare NIC(s) are connected to Mirror port(s), see Scenario 5 If needed, Extra signaling information (direction, caller id, dialed numbers) can be received via SMDR or JTAPI integration
Extra Details:Attention!!:  Recording boards for proprietary digital phones support only specific tested and documented models. please refer to supported PBX list: https://www.adutante.com/portal/infoshare.htm?static&storeid=10194&pageid=Main:SUPPORTED_PHONES:en_US https://versadial.com/publications/trunk-vs-extension/#1/z See also: https://www.versadial.com/record-analog-phone-lines/ https://www.versadial.com/digital-pbx-call-recording/ https://www.versadial.com/voip-call-recording/

CALL RECORDING SCENARIO 5 – BUSINESS PHONE SYSTEM, PASSIVE RECORDING FROM THE VOIP EXTENSION LINES

Phone System:Business Phone System at my location (PBX), ie: Avaya, ShoreTel, Panasonic, Toshiba, Cisco etc
Type of extension lines I Have:Analog, or Digital phones, or VoIP/SIP phones
Suggested Recording method Passive
Extra RequirementsSpecial voice recording board to record specified lines (analog or digital) Or/and On-premise network switch with Mirror (SPAN) port
Recorder Connection/Wiring and Configuration:Analog and TDM lines: Recorded lines Tapped (connected in parallel) to recording boards, see Scenario 4 VoIP phones : Recorder Spare NIC(s) are connected to Mirror port(s), see diagram If needed, Extra signaling information (direction, caller id,  dialed numbers) can be received via SMDR or JTAPI integration
Extra Details:https://versadial.com/publications/trunk-vs-extension/#1/z See also: https://www.versadial.com/record-analog-phone-lines/ https://www.versadial.com/digital-pbx-call-recording/ https://www.versadial.com/voip-call-recording/

CALL RECORDING SCENARIO 6 – PASSIVE RECORDING FROM THE  VOIP GATEWAY

Recorded System:TDM to VoIP, or PSTN to VoIP gateway
Suggested Recording method Passive
Extra RequirementsSpecial voice recording board to record specified lines (analog or digital)
Or/and On-premise network switch with Mirror (SPAN) port
Recorder Connection/Wiring and Configuration:

Analog and TDM lines: Recorded lines Tapped (connected in parallel) to recording boards, see left side of the diagram
VoIP phones: Recorder Spare NIC(s) are connected to Mirror port(s),  see right side of the diagram

If needed, extra signaling information (direction, caller id, dialed numbers) can be received via SMDR or JTAPI integration

Extra Details:You have an option to record on VoIP side or other (analog or TDM) side of the gateway

CALL RECORDING SCENARIO 7 – RADIO RECORDING FROM THE ANALOG OUTPUTS

 Recorded System:Analog radio base station(s)
Suggested Recording method Passive
Extra RequirementsSpecial voice recording board to record analog outputs from the base stations
Recorder Connection/Wiring and Configuration:Analog outputs from the base station connected to analog inputs recording board in the recorder
Extra Details:https://www.versadial.com/record-radio-analog-roip-radio-internet-protocol/

CALL RECORDING SCENARIO 8 – RADIO RECORDING VIA ROIP

 Recorded System:IP radio base station
Suggested Recording method Active
Extra Requirements

Radio stations or adapters  with ability to stream RoIP (Radio over IP) to the recorder or to specific multicast address

We are successfully recording the following devices:

  • Telex IP-223 and Telex IP-224 Radio Adapters: IP Unicast or IP multicast options
  • BARIX INSTREAMER: Analog audio to RoIP Unicast converter
  • Cisco IPICS Server: Radio outputs as IP multicast
Recorder Connection/Wiring and Configuration:Multicast and unicast recording stations or radio adapters are configured to stream communication direct to recorders or to the specific multicast address
Extra Details:https://www.versadial.com/record-radio-analog-roip-radio-internet-protocol/

CALL RECORDING SCENARIO 9 – ACTIVE  RECORDING FOR CISCO BIB DEVICES

 Recorded System:Cisco’s Unified CallManager (UCM) version 6.0 and higher
Suggested Recording method Active
Extra RequirementsRecorded devices should support Cisco Built-In-Bridge (BIB) functionality
Recorder Connection/Wiring and Configuration:One or more Versadial call recorders registered as SIP trunks with Cisco Unified Call Manager Recorded devices configured in Call Manager into a group assigned to specific recorder and configured to automatically send copy of the recorded call to the recorder
Extra Details:https://www.versadial.com/call-recording-software-for-cisco-callmanager/

Cisco Built-in Bridge

CALL RECORDING SCENARIO 10 – ACTIVE RECORDING  BASED ON CSTA PROTOCOLS

Recorded  System:Phone system with API server supporting CSTA protocol  Avaya, Alcatel, Unify … some other
Suggested Recording method Active with API link (DR Link)
Extra RequirementsRecorded devices should have API/Application server supporting CSTA protocol e.g. Avaya Aura Application Enablement Services (AE Services).
Specific Phone system Vendor API licenses (depends on requirements)
Recorder Connection/Wiring and Configuration:One or more Versadial call recorders register with API/Application server and requests call media sent automatically to call recorders. Call signaling is collected via API link
Pluses:
-no need for special wiring or Network mirror(SPAN ) ports
-potentially can record both TDM and VoIP phones (capability depends on specific phone system vendor)
Minuses:
– extra cost for API licenses, which can be significant
Extra Details: 

CALL RECORDING SCENARIO 11 – THIRD PARTY VERIFICATION

 Recorded System:Any
Suggested Recording methodActive
Extra RequirementsIndividual analog extensions or PSTN phone lines allocated and assigned for verification service
Recorder Connection/Wiring and Configuration:Individual analog extensions or PSTN phone lines connected to the Versadial recorder.
Recorder works like an auto-attendance: answers call, records until stopped by the defined DTMF tones, plays back Verification number.
Users conference calls for verification as needed.
Extra Details:https://www.versadial.com/verification-recording/

CALL RECORDING SCENARIO 12 – ACTIVE  RECORDING of AUDIO STREAMS via RTSP

Recorded System:Any
Recording Inputs:IP MICROPHONES and Audio Output of IP Cameras (Video coming soon too)
Suggested Recording methodActive
Extra RequirementsAudio sources supporting RTSP protocol 
Recorder Connection/Wiring and Configuration:Recorder configured to request audio from the specific device(s). 
Extra Details:You have an option to record multiple devices from the multiple sites.

CALL RECORDING SCENARIO 13 – SCREEN CAPTURE AND CALL RECORDING

Recorded System:Any
Suggested Recording method Passive
Extra RequirementsIf recording under Option 1 below, preferred method is extension side for call recording. 
Recorder Connection/Wiring and Configuration:

Analog and TDM lines: Recorded lines Tapped (connected in parallel) to recording boards
VoIP phones: Recorder Spare NIC(s) are connected to Mirror port(s)

If needed, extra signaling information (direction, caller id, dialed numbers) can be received via SMDR or JTAPI integration

Extra Details:Learn more about screen capture. 

CALL RECORDING SCENARIO 14 – SCREEN CAPTURE AND CALL RECORDING –  MULTIPLE REMOTE AGENTS WORKING FROM HOME OR SMALL SATELLITE OFFICE

Recorded System:Any at centralized office. Remote user needs physical headset/phone. 
Suggested Recording method Passive
Extra RequirementsRemote user needs internet access and phone (cannot be a softphone). 
Recorder Connection/Wiring and Configuration:

Special adapter connected between telephone headset and base. 

Extra Details:

Learn more about SBWin here.

Note: If multiple remote offices with more than one user, a VSLogger server can operate in satellite mode as well, and be configured to record and upload all calls to a centralized recording server.