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Extension-Side Recording

Sometimes known as ‘extension recording’ or ‘handset recording’, this kind of system records calls direct from the PBX handsets. In an extension recording configuration, calls are recorded from behind the PBX. This allows the recorder to record internal as well as external calls. There are three main extension variations namely Analogue, Digital or VoIP. If you opt for an extension recording system you are not likely to require any other kind of integration to the PBX such as SMDR or CTI.

Extension devices are wide and varied with a multitude of vendors. Devices may be digital handsets, softphones, analogue phones, turrets, dealer-boards, or a combination of any or all of these.

Trunk-Side Recording

Sometimes known as ‘line-side recording’, a trunk recording solution interfaces directly with the analogue or ISDN PSTN trunks before they reach the PBX system. Trunk side recording connects to the incoming trunks without terminating the line or impacting on the strength of the signal. In these kind of configurations the incoming trunks are fitted with ‘T – splitters’ or ‘RJ45 doublers’, small pieces of kit fitted to the lines which divert the ISDN signal directly into the recorder.

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Unlike an extension recording system, trunk recorders do not always integrate with the PBX. This means that a basic trunk solution will not provide the recorder with details such as extension/agent data and will only present the recorder with basic information from the D-channel such as time, date, duration, dialled number and CLI (if available). It is usual therefore when implementing a trunk solution to perform integration with the PBX in order to gather this missing agent/extension information. This is usually achieved by integrating with the SMDR or CTI ports on the PBX. Such integration would also allow specified extensions to be excluded from recording. Most call recorders provide this degree of integration.

It is important, however to decide how you wish to search for your recorded calls and establish whether SMDR or CTI integration is required to achieve this; you may require an additional licence on your PBX to enable this functionality.

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Trunk or Extension Side Recording: which is most suitable for you?

There are key drivers to consider when deciding which solution you want to purchase. The following advantages and disadvantages need to be carefully considered when deciding your requirements: -

Extension Recording

In some respects, recording at the extension offers a more comprehensive solution than trunk recording. Extension recording will allow you to record internal calls, track holds and transfers and will also provide a more complete set of data on which extension took the call without the need for further integration with the PBX. The disadvantage of extension recording when compared to trunk is cost – digital extension recording tends to be slightly more costly than trunk recording when compared on a channel per channel basis. In addition, an incoming call will not necessarily be presented as a single voice file if the call has been transferred between extentions. Finally, should you decide to upgrade your telephone system in the future your existing recorder will not necessarily integrate with your new system without an upgrade. This can be costly depending on the number of extensions and the phone system chosen.

Trunk Recording

Trunk recording allows you to capture all calls inbound and outbound so tends to be better suited to environments where organisations need a blanket recording solution. The downside of this is that without some form of PBX integration (SMDR or CTI) there will be no information on the extensions presented to the recording system, and all extensions, including those of management and HR will be recorded. SMDR and CTI provide a commonly used workaround for this but there are cost implications here, particularly with CTI integration. Most phone systems offer an SMDR port free of charge, however there is usually a cost implication to provide this integration.

A couple of major advantages of recording trunk-side are that calls are stored as a single voice file regardless of whether they are transferred or not; this makes search and replay easier. Furthermore, should you choose to upgrade your phone system in the future and recorder will can easily be re-connected. There may be a small charge to allow for SMDR integration if you have this option already.

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In summary

Trunk Side Recording

Pro’s	Con’s
Provides a full, blanket solution	No extension info without integration
Tends to be less costly	Will not record agent to agent call

Extension Recording

Pro’s	Con’s
Provides full extension information	Tends to be more costly
Records agent to agent calls	4 – wire handsets cost even more
Easy to implement

 

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VoIP Recording

VoIP recording is a relatively recent development in the Call Recording market and as there are a number of ways in which VoIP recording can be achieved, the methods vary from manufacturer to manufacturer. The information given here should not be considered valid for all call recording systems and it is important to check the information before purchase.

The first thing to establish when considering a VoIP recording solution is whether or not the system is IP throughout. It is quite common for an organisation to have an IP enabled switch running standard TDM digital telephones. This is particularly common with Avaya IP office, where the relatively high cost of IP extensions leads many people to keep their existing handsets. If this is the case it should be determined whether the handsets are digital, IP or a mix of both. The call recorder can then be priced accordingly.

For example, Storacall’s Voistore IP LIVE recorder works in a very straightforward and cost-effective way. Unlike digital extension recording where a physical connection needs to be made to each recorded extension, VoIP recording on Voistore interfaces directly with the IP-PBX via a SPAN or mirrored port. A mirrored port is simply an ethernet port on the IP switch set up to replicate the voice traffic. Implementation of this is the responsibility of the PBX vendor and is usually a straightforward and low-cost exercise.

It should be noted that IP Recording usually requires integration of some sort, usually TAPI, this being a standard port on most IP-PBXs. IP calls can be recorded without this but will usually only pick up date/time.

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Management and Training

You can use a call recorder to prevent problems arising. By regularly listening to a sample of calls, you can identify who in your organisation needs to improve and then provide training as necessary. Of course you can also identify people who are doing an excellent job and provide positive feedback and rewards.

Who can use call recording?

Anyone who uses a phone to conduct business will find a call recorder invaluable. Whether your people talk about simple product information and pricing, or provide complicated advice call recorders will protect your business.

Call recorders are used by all sorts of organisations including accountants, call centres, distributors, doctors, garages, insurance brokers, manufacturers, sales teams, solicitors, telemarketing, etc.

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