Record all calls?

[twofeathers]

I just recently inheritad the work for a marketing firm
useing a Definity G3-V4. They have 3 T-1 circuits.
They are interested in recording all calls. All agent phones are Analog. (120) How would this task be accomplished.

Any advice appreciated.

 

[europe]

record all trunks

Please let me know if the information that was provided is helpfull.
Edwin Plat
A.K.A. Europe

 

[1a22ip]

Europe is correct. The easy way is to record all trunks. However the system you use must have a database that will allow you to access the recordings using the callerid data. If your T1's donot supply Caller ID then you must station side record. Both methods use a MODTAP device to "split out" the voice. I use Nice Recorder that can do both.

Hope this helps
ED

1a2 to ip I seen it all

 

[pbxman]

Could this work with VOIP agents somehow? We have a voiceprint system (switched from Nice to Voiceprint) and our remote office needs to record the agents sitting at home.

Is there any way to do this cheaply? Voiceprint wants $45K more to integrate CLI and some other things. Yikes.

pbxman
Systems Administrator

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[eseibert]

I have a question as to the legal part of recording. I understand that if you are recording, you must inform the caller and the agent, but if you are not recording and only service observing, do you need to inform the agent and the caller. We have an instance where 2 of the agents are talking to one another and whispering about petty things within the department. It is causing friction between the other agents and the supervisor wants to know that if she service observes and it is a personal call, does she have to hang up. I was under the assumption that she doesn't have to hang up. Any input would be greatly appreciated. Thanks.

 

[pbxman]

Laws are different by state. Some states dont require any notification, some require 1 party-acceptance, and others (such as Illinois) require both parties to agree to the recording of the call. With service observing, it's typically a non-issue since it falls within the operation of "normal business functions". Your company lawyer(s) should be able to get you straightened out.

pbxman
Systems Administrator

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