What is VOIP Call Recording?

VOIP is short for “Voice Over Internet Protocol,” and refers to the hardware and software that enables call recording centers to use the Internet as the transmission medium for telephone calls. 

With VOIP recording software, voice data is sent in packets using IP rather than PSTN (public switched telephone network) or traditional circuits. Calls are received from traditional networks, often through a T-1 interface, and the VOIP gateway converts them and routes them to an appropriate receiving device.

There are three basic types of call recording – trunk side, station side and random sampling. Selecting which type to use will depend upon the business environment, and how a call center’s needs are most efficiently met. 

As office systems become more integrated, VOIP can be a logical choice for call centers looking to interconnect VOIP phone within a single building (through a Local Area Network), between multiple locations (using a backbone network), and with regular telephones. It can also be a lower cost alternative, as telephone calls over the Internet are free beyond the cost of Internet access. 

When choosing VOIP call recording software, here are two other terms to know:

Softswitch: The softswitch, or IP switch, coordinates all call control functions, including call setup, termination, routing and conferencing. In some VOIP call recorder systems, the softswitch function is contained within the gateway. 

Port Mirroring: This is the capability of a VOIP system to copy data packets from one port on the switch to another destination on the network. 

As with traditional call recording systems, VOIP recording offers a number of advantages to a call center, from industry regulation compliance and legal protection to training and performance reviews, data verification and sharing, and improved customer satisfaction.