A communications recording solution must be integrated into an organization’s network and telecommunications infrastructure to avoid a plethora of difficulties. When choosing a recorder either for traditional telephony or VoIP, carefully analyze compatibility with the company environment as well as product features.
Many PBX and IP phone vendors offer certification for third-party applications. Approval is generally awarded only after a rigorous series of tests and specific modifications by the recording provider. Certification ensures seamless operation and means the solution has been customized to the point where it has become a new, specially-designed product. In addition to general certification, providers will also often offer targeted certifications for a specific platform or product.
Encryption has become increasingly prevalent with demands for protection of privacy and the trend towards more confidential transmissions. For financial organizations this protects customer identity and ensures safe completion of transactions.
For communications recording solutions, however, it offers unique challenges, especially for VoIP transmissions. While previously recorders could sniff transmissions for RTP (audio) packets, encryption is designed to prevent sniffing. Vendors solved this problem through active solutions, making the recorder similar to an additional IP softphone or like the third party in a conference call. However, this method consumed vast amounts of conferencing resources.
Another approach involved passive VoIP recording solutions. Encryption support required close cooperation between solution provider and vendor because encryption keys are secret and vendor-specific. Thus the need for certification as noted above.
Different network environments and systems often offer unique benefits and opportunities. These involve control of the recorder through a button on the telecom set, operation with both analog and digital phones, and creation of additional indexing information.
For example, Cisco UCM may be configured for recording control and fast search-and-replay via Cisco IP phones. Alcatel DR-link provides a secure interface for voice recording and lets the user connect one central recorder to a network with multiple locations. Genesys Attached Data may be used to define individual recording rules or provide additional features such as manual control.
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