Storacall Guide to Call Recording

Home , Voice over IP

Table of Contents

What is a Call Recorder? 3

Who Needs to Record Calls and Why? 4

Extension Side Recording 5

Trunk Side Recording 6

Recording Calls from an IP System 7

Storacall Support 8

About Storacall-ST Recording Solutions 9

Features at a Glance 10

Aspire—Agent Training Software 11

Integrations 12

Methods of Call Recording What is a Call Recorder?

Storacall-ST supports trunk-side, Over the last few years Call Recorders have become an extension-side IP, SIP , SIP Trunks, increasingly commonplace piece of equipment in offices across hosted, cloud and radio recording the UK. Most call recorders are delivered to customers in a providing a highly flexible reliable similar format, as tower or rack mounted PCs comprised of solution. mainly off-the-shelf hardware components and proprietary third party software. It is increasingly the case that modern call Trunk Side Recording recorders have some kind of network capability, allowing users For trunk recording the Storacall-ST to search for calls across the LAN or internet. interfaces directly with the trunks before they reach the PBX system. Systems may come in a wide range of shapes and sizes, ranging Trunk side recording is best suited to from single line analogue boxes that record directly from applications where a blanket recording handsets on the desktop to industrial strength 4U chassis that solution is required. straddle multiple PRIs and capture thousands of calls a day. It is important that you choose the right recorder for your clients Extension Recording requirements and that means understanding how their needs For extension recording the Storacall- might change – they might for example add more extensions to ST records calls direct from the their PABX or swap out their traditional telephone system for a handsets via a connection in the PBX Voice Over IP (VoIP) solution. room, no desktop wiring is required. However large or small the system, certain requirements remain the same – call recorders must be robust, easy to use and must provide the user with a range of call data by which to Sample Search Criteria search and archive their calls.

Basic search date, time, channel, These include: user name or extension Calling Line Identifier (CLI) Called Number Advanced search call duration, CLI, Time and Date dialled digits, notes User or Extension Information and many more Call Duration Group, Team or Department Saved Searches saved searches allow Manual or Automatic Custom Fields via API you to create templates for easy call search and playback

Who Needs to Record Calls and Why?

Not so long ago the use of call recording was largely restricted to banks, financial institutions and government agencies. While these still form a large part of the call recording market, the use of recorders has grown significantly over the last few years into other market areas such as retail, insurance and healthcare.

There are many reasons why an organisation might decide to record their calls, here are a few;

FCA Compliance: Recent changes to FCA regulations recent changes to FSA regulations have meant that have meant that call recording is call recording is becoming increasingly commonplace becoming increasingly commonplace within all companies subject to FSA regulation. This within all companies subject to FCA extends now to mortgage and insurance brokers. regulation. This extends now to mortgage and insurance brokers. Telephone transactions: it has long been the case that any organisation taking PCI DSS financial transactions over the telephone have The PCI DSS is a set of comprehensive recorded their calls. The recent growth in telephone requirements for enhancing payment sales has been a major driver to call recording. account data security, developed by the founding payment brands of the Performance: PCI Security Standards Council, the growth of the call centre has been another major including American Express, Discover driver for call recording. Most mid-large call centres Financial Services, JCB International, will have a call recorder (and possibly adjunct MasterCard Worldwide and Visa Inc. evaluation software) in place to help with training International to help facilitate the and development of call centre agents. broad adoption of consistent data security measures on a global basis. Security: many public institutions, particularly those with a high profile or controversial reputation opt for call recording.

In short there are a huge number of reasons why an organisation might consider call recording – if there is an opportunity for fraud, compensation or illegal activity, there is a need for call recording.

In all circumstances it is crucial that calls are securely encrypted for storage, this means that calls cannot be tampered with or amended. Call recorders that do not provide secure encryption cannot be used for evidence.

Storage and Archiving Extension Side Recording

Another important considerations Sometimes known as ‘station recording’ or ‘handset when considering a call recording recording’, this kind of system records calls direct from the solution is storage and archiving PBX handsets. In an extension recording configuration, calls media. Most modern mid-high end are recorded from behind the PBX. This allows the recorder recording systems come equipped to record internal as well as external calls. There are three with a dedicated hard drive for call main extension variations namely Analogue, Digital or VoIP. archiving and provide an alternative If you opt for an extension recording system you are not likely medium for redundancy purposes to require any other kind of integration to the PBX such as (usually a NAS/SAN). SMDR or CTI.

One of the most common questions Extension devices are wide and varied with a multitude of we get asked is – ‘how long will my vendors and devices that may be handsets, headsets, HDD last?’ The answer to this ques- analogue phones, turrets, dealerboards, microphones and tion depends on a huge number of speakers. Details of devices supported by the Storacall variables; number of agents, call recorders can be found on our website or a member of the traffic and the length of calls all have sales team will be happy to discuss your requirements. to be taken into consideration. For The diagram below illustrates the basic configuration of an this reason there is no definitive extension recording system. Note how the recording device answer to this question – the best we interfaces directly with the PBX handsets (or headsets, turrets can do is offer an approximate etc), rather than the PSTN trunk. answer in call hours, based on the compression rates used to store the Please note that no wiring goes directly to the handset, all voice data and the storage available connectivity is done on your PBX ‘patch panel’. on the system.

In most environments you will require the ability to archive all calls, this is done automatically by the archive policy and usually backs the calls up on a NAS/SAN effectively of- fering almost unlimited storage ca- pacity.

All archived calls are encrypted and compressed and can even be sent to FTP storage for added security.

Trunk or Extension Side Recording: Trunk Side Recording Which is most suitable for your client? Sometimes known as ‘line side recording’, a trunk recording solution interfaces directly with the analogue, SIP or ISDN This is usually the key driver behind PSTN trunks before they reach the PBX system. Trunk side which solution you look to purchase, recording uses high impedance ‘passive tap’ technology to the following advantages and interface to the incoming trunks without terminating the line disadvantages that need to be or impacting on the strength of the signal. In these kind of carefully considered when deciding configurations the incoming trunks are fitted with ‘T – split- your requirements: - ters’ or ‘RJ45 doublers’, small pieces of kit fitted to the lines which divert the E1 signal directly into the recorder. In terms of functionality, recording at the extension offers a more Unlike an extension recording system, trunk recorders do not comprehensive solution than trunk always interface with the PABX. This means that a basic trunk recording. Extension recording will solution will not provide the recorder with details such as allow you to record internal calls, extension/agent data and will only present the recorder with track holds and transfers and will also basic information from the D-channel such as time/ date and provide a more complete set of data CLI. It is usual therefore when implementing a trunk solution, on which extension took the call to perform integration with the PABX in order to gather this without the need for further missing agent/extension information. This is usually achieved integration with the PBX. The by integrating with the SMDR or CTI ports on the PBX. Such disadvantage of extension recording integration would also allow specified extensions to be when compared to trunk is cost – excluded from recording. digital extension recording tends to be slightly more costly than trunk The diagram below illustrates the basic configuration of a recording when compared on a trunk recording solution. Note how the recorder interfaces channel for channel basis. directly with the incoming lines rather than the extensions.

Trunk recording allows you to capture all calls that use the recorded trunks 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 there will be no information on the handsets presented to the recording system, and all handsets, including those of management and HR will be recorded. Most phone systems offer an SMDR port free of charge, Storacall can integrate with these phone systems via Euclid and provide the handset information as well as optional recording on Management and HR phones.

VoIP/SIP Recording Calls from an IP System

The deployment of VoIP is becoming There are a number of ways in which this can be done and the increasingly prevalent and is methods vary from manufacturer to manufacturer. The changing the way companies information given here should not be considered valid for all communicate and do business. The call recording systems and relates only to recording IP calls on new Storacall IPST recorders are a Storacall system. suitable for the entire range of users from the smallest contact centre to The first thing to establish when considering a VoIP recording large, multi-site, multi-branch, solution is whether or not the system is IP throughout. It is high-end environments whether for quite common for an organisation to have an IP enabled legal compliance management, switch running standard TDM digital telephones, this is dispute resolution, staff training or particularly common with Avaya IP office, where the relatively simply to improve the customer high cost of IP extensions leads many people to keep their experience. The Storacall IPST range existing handsets. If this is the case the solution should be of call recorders are able to record treated exactly the same as any other digital extension industry standard VoIP protocols implementation for our purposes, it is NOT a VoIP recording providing compatibility and system. integration with most leading VoIP telephony platforms. Storacall’s IP recorder works in a very straightforward and cost-effective way. Unlike digital extension recording where a The IP protocols supported by physical connection needs to be made to each recorded Storacall IPST are RoIp, VoIP, SIP plus extension, VoIP recording on Storacall interfaces directly with IP protocols used by the major the IP-PBX via a SPAN or mirrored port. A mirrored port is manufacturers including Cisco Skinny, simply an ethernet port on the IP switch set up to replicate Avaya H323, H323, Nortel Unistim, the voice traffic, implementation of this is the responsibility Ericsson H323, Siemens, Alcatel, NEC of the PBX vendor and is usually a straightforward and Protims, Intertel, Shoretel MGCP, low-cost exercise. Aastra Matra, LG Nortel, NEC Sip, Panasonic MGCP, Mitel, Samsung, It should be noted that IP Recording usually requires Aastra SIP. Integration is also integration of some sort, usually TAPI as this seems to be a available for TAPI, Nortel CMS, standard port on most IP-PBXs. IP calls can be recorded Microsoft Lync, Avaya CMS, Alcatel without this but will usually only pick up date/ time. ACD and most PABX SMDR/CDR.

Pay as You Use Call Recording Storacall Support

Storacall have introduced a new All our solutions are installed and concept for paying for your call maintained by our own highly skilled team recording requirements, Storacall-MR of field engineers, you can choose from is a revolutionary way to get a high the level of cover to suit your business, level call recording solution at an we can even provide bespoke support affordable monthly price. contracts to fit your business if required.

Just like your gas and electricity bills, with Storacall-MR you ONLY pay for Care Cover Standard what you use, if you record 5 calls or 500,000 calls you pay accordingly. 9.5% Retail Price Year 1 - 11.5% Retail Price Thereafter

The software is fitted with a Meter The Company will provide support and service during normal Reading function which provides the working hours, 9.00am - 5.30pm Monday to Friday excluding ‘units’ used, each quarter Storacall Bank Holidays. will raise an invoice based on your clients call usage. Care Cover Extra A ‘unit’ is an hour of recorded con- versation, you will have a fixed price 12% Retail Price Year 1 - 15% Retail Price Thereafter per ‘unit’ so you can easily budget for your quarterly bills. The Company will provide support and service during normal working hours, 9.00am - 5.30pm seven days per week excluding Bank Holidays.

Care Cover Super

18% Retail Price Year 1 - 25% Retail Price Thereafter

The Company will provide support and service during normal working hours, twenty four hours per day, seven days per week excluding Bank Holidays.

Care Cover from Storacall provides the following: -

 Telephone Helpdesk Support  Remote Support  On-Site Engineer Support  All Recording Hardware and Software Covered

Storacall-ST has a range of advanced About Storacall-ST Recording Solutions features including: The Storacall-ST recorder is a highly featured, cost effective Fast Search and Retrieval and reliable recording solution providing from 2 to 240 The advanced design lets you search, channels of recording per box. retrieve and playback calls with simplicity and speed. The ability to have distributed architecture (realms) along with multi-site support allows your solution from Storacall to Flexible Call Archiving grow with your business. Fully configurable archive module giving you total control of call storage Storacall-ST has been developed using our vast experience in either locally or remotely. the telecommunications market, Storacall Voice Systems have been trading for over 45 years, we know the issues you face Full API Integration Module and are here to help every step of the way. Enables integration of external systems. Storacall-ST is a proven call recording solution and has the ability to record calls via handset, trunk, hosted / cloud based Notes Fields or any mixture of this technology. Add notes to calls and use those notes as searchable fields. We integrate to analogue trunks / extensions, IP trunks, SIP trunks, Basic Rate ISDN, Primary Rate ISDN, Hosted VoIP and Full Audit Trail the majority of digital, IP and SIP handsets. Searchable audit trail so you can see who has done what on the system. Storacall-ST works with businesses of any size and across multiple sites and blends of telephony. Automatic System Health Checks Automatic heartbeat monitoring The unique architecture of Storacall-ST means that it runs just application to give you total peace of like any other web page and all a user requires in order to use mind. Storacall-ST is a browser. What this means is fewer mainte- nance overheads for system administrators and no clashes or Business Units and Groups problems with conflicting desktop applications. Split your business calls into groups, teams and/or departments then Passwords are fully encrypted providing total security, you search on this information. can set password expiry and the system administrator has a password recovery option. User Profiles Fully customisable user profiles allow Storacall-ST has been developed using Microsoft ASP.net you to see the information the way development & application environment with Silverlight you want to see it. multiple browser media manager & player.

Security Profiles Fully customisable security profiles .

Export Search Results Allows you to export your call recording data to csv or word for report generating. 9

Features at a Glance

Storage and Backup Security

Automatic call archive FCA compliant

Ability to archive off-site PCI DSS compliant - credit card masking Optional FTP archive with password protection 256 bit call encryption

Choose how long to archive calls Fully customisable security policies

Archive calls for different departments/teams Black list recording rules

Searching for Calls System Details

Date, Time and Duration Fully scalable from 2 to 240 channels per box

Caller ID (if available) Ability to have multi-sites Dialled Number Pro-Active heartbeat monitoring

Extension Number Unlimited replay clients

Call Direction (Inbound or Outbound) Mix analogue, digital and IP in a single solution

Notes (add searchable notes to calls) Agent Evaluation Module Optional

Agents Name Speech Analytics Module (AudioSearch) Optional

Team and/or Department Full API Available Optional

Saved Search Filters Excellent Audio Compression

Export and Email calls Connection Types Available Ability to export to CSV, Excel and Word Digital, SIP and IP Extensions Full Audit trail with ability to export results Analogue Extensions and Trunks Ability to have multiple servers Optional ISDN-30, ISDN-2, DASS, DPNSS or SIP Trunks Data collection via database integration Optional Hosted/Cloud Recording Agent Free-seating and Hot-desking support Optional

Optional Modules

Storacall's Agent Evaluation Module enables you to ensure calls are evaluated objectively and consistently so that the performance measurement is credible in the eyes of all the stakeholders i.e. agents, team leaders and managers, and comparisons are meaningful between agents and teams.

Storacall AudioSearch is a speech analysis package using unique phonetic technology which allows quick and accurate search, review, list, categorisation and tagging of large volumes of call recording audio. It can also be used to search voice mails, video and other audio sources.

Storacall’s API is a collection of functions that allow end user programs to extract call data, and/or export calls from the Storacall Recorder without recourse to the web interface.

Storacall’s PCI DSS Module allows the sensitive credit card information of any telephone call to be masked from being recorded.

Aspire key features Aspire – Agent Training Software

Contact Handling Templates As we have seen, there are many reasons why an  Unlimited number of templates organisation might require call recording. One further can be developed significant value call recording can add to your business is in  Multiple scoring options available helping to improve the performance/ call handling skills of  Weightings applied to each your call centre agents. question  Applied to calls, email, Evaluate from Storacall is a fully featured software application correspondence etc designed to facilitate training and development in the call centre environment. Evaluate allows you to design and create Evaluations scoring templates, report on your agents’ current/historical  Easy to use performance and produce graphical reports to identify the  Each question includes evaluation strengths and weaknesses within your teams – all in a single, guidelines easy to use software package.  Use audio clips and comments with each question to support Unlike most reporting applications, Evaluate allows you to assessment rating. This simple to build an on-line assessment sheet with minimal effort. So that use function is invaluable in you can provide an objective scoring system Evaluate allows reinforcing evaluation and you to add scoring guides so that all supervisors/ assessors generating advisor understanding are using the same criteria to score calls. You can even of areas for improvement highlight specific sections of the call using the ‘bookmark’ feature – allowing you to provide your agents with detailed Reports feedback on their performance and training needs.  League table reports  Trend reports for individual, team and all other levels  Drill down question analysis for individual, team and all other levels  Evaluator Learning and Accreditation  Create evaluation skills learning modules  Use with all advisors to develop self-assessment skills  Evaluation skills accreditation  Behavioural Learning  Create behavioural learning modules using real-life calls  Learning undertaken at desktop  Create library for systematic learning by new advisors

Integrations If your equipment is not listed please give us a call

Storacall Voice Systems Ltd

t: 01932 710710 e: [email protected]