Friday, January 06, 2006

Call Recording with IP Telephony

Is a mess right now!

Let me tell you what companies are doing well - mimicking the functionality of the legacy services with IP-based systems.

Let me tell you what they are doing bad - EVERYTHING ELSE.

As you can tell, I'm very frustrated by this. If you want a model of 'tapping' into trunk lines or a contact center as a location - you're good with the state of IP call recording. If, however, you need to record calls throughout an enterprise or use contact centers that are not locations - you're screwed. Why are you screwed? Because all the solutions out there today require you to 'sniff' the RTP stream to record the call. This requires that you have voice sniffers located anywhere an RTP stream may pass. In large enterprises (like the one I work at) this is EXTREMELY costly and ugly.

The call recording vendors are not allowing us to take advantage of IP Telephony. We cannot reasonably make our contact centers virtual and we cannot reasonably record calls between any handsets on the network. The legacy choke point no longer exists - IP Telephony is point to point, no PBX to travel through. In order to really record calls between any handset on our network we would have to place voice sniffers in every wiring closet on our network - and that just ain't a gunna happen.

What is the solution? Well, what I told one call recording company over a year ago (and still have not seen them change) is to make call recording a 'conference' feature. If we need to record that call, conference in the call recording server as end-point in the call. This allows us to manage call recording servers MUCH better - leveraging the efficiencies and security of centralization. This would also allow us to include ANY phone call in our recording solution as new sites are added - anywhere.

I'm I all alone on this (assuming anyone even reads this blog), or are others suffering from the same short-sightedness from call recording vendors?

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