Call recording

Do I need call recording?

You may ask yourself whether you need call recording and what call recording system would be the best for you. To answer these questions consider the issues below. If:

• you want to improve qualifications of your staff dealing with customers and contractors by phone ;
• you value  high  quality  customer service and need a call surveillance tool;
• it sometimes happens that you need to settle disputes with your customers and call recordings would be useful;
• there are many concurrent calls that you would like to record;
• you would like to ensure the continuity of call recording;
• you want to find quickly a specific call among the recordings, following its route (transfers to other people, consultations) if necessary;
• you would like to save selected calls on a local disc, make a backup;
• your company has a dispersed structure and you would like to have the recordings from different locations gathered in one place;
• you want different people (department managers for instance) to have access to the recordings of their subordonates' calls; others – to their own calls only or the administrator to have no access to the recordings at all;
• your employees use different class computers, with various operating systems' versions and you'd prefer to avoid the setup of any applications for listening to the recorded calls and the troublesome updates later on;
• you're interested in a secure and competitively priced solution

use integrated call recording in Libra PBX Server, Proxima plus IP PBX Server and Proxima IP PBX Server.

Proxima, Proxima plus, Libra STD and Libra PBX Servers - for call recording

 

What's going on with the recordings?

For comfortable browsing, listening to and managing of recorded calls the Agent 003 app. has been created. Agent 003 app. in Libra, Proxima plus and Proxima PBX Servers is designed for special tasks - it will ensure the security of your business.

Here's an example how the calls of selected users can be recorded and who can have the access to them.

Recording of calls held by selected users in Proxima or Libra PBX Servers,
and their listening and downloading by authorised persons in the Agent 003 app.

 

We recommend such solution to the companies which insist that the employees or their superiors have access to their own recordings and/or to the ones of their subordinates. Where the recordings are used on daily basis, listened to, analysed online or sent. In Agent 003 app. it is also easier to trace compound calls (e.g. a call that had been transferred to another employee).

On the other hand not always the employees should be entitled to have access to their own recorded calls. If you just need to archive your calls with the possibility to access them by one person at a pinch - the Archiver app. would be perfect. It is also recommended for companies with dispersed structure, where the calls are collected from several locations.

 

Other ways to record calls

• Platan Gateway REC

The calls can be also recorded with the use of Platan Gateway REC, if you want to use a virtual PBX and simple analogue phones or you have an older PBX system. Please, find more information about it on Platan Gateway REC page.

Platan Gateway REC - IP gateway with embedded call recording

The recordings from Platan Gateway REC are downloaded and archived with the use of Platan Archiver app. (the same programme version can also download the calls directly from Libra and Proxima PBX Servers and from Agent 003 app.).

 

• Prima, Prima nano IP PBXs and Agent 001

A simplified call recording is offered in small Prima IP PBX / Prima nano IP PBX and supported by the Agent 001 app.

Note: the calls recorded by Prima and Prima nano IP PBXs can not be archived in Archiver app.

Prima and Prima nano IP PXBs - simple and easy call recording

More information on Agent - call recording page.

How it works

You can record outgoing, incoming and internal calls of some or all employees, depending on the business specifics – multichannel recording allows you to save up to 30 telephone conversations held at the same time. The persons whose conversations are recorded may be informed about it with an announcement. It's worth to enable the call recording at the right level of infoline, so that neither the played announcements nor the waiting time are recorded.

Recordings are saved on the hard drive of the Platan Application Server with Agent003 Server, from which they can be streamed through the Agent 003 app available from the web browser, without the need to install additional software.

In the event of any recording interruptions the user is immediately notified about this fact via automatically generated e-mail messages. They allow better supervision of the recording process, especially in the companies, where its continuity is crucial.

You can always download the recording and save it on a local drive. This will facilitate the analysis and review of a particular conversation and make it possible to send it to a given employee, for example the one that does not have access to recordings of their own conversations.

Give access to recordings to individual employees, so that some people could have access to only their own conversations, while superiors could have access to conversations held by their subordinates.

In order to archive the recordings from one or many Agent 003 servers (or directly from Libra, Proxima plus and Proxima servers - NEW!) the Archiver app. can be used.

 

Elements of call recording system
in Libra PBX Server / Proxima IP PBX Server

 

Support of call recording in Platan Gateway REC 

In Platan Gateway REC the recorded calls can be downloaded with Archiver app. (the IP gateways are not supported with Agent 003 app.). The Archiver can download recordings from multiple locations, that is a perfect solution for companies with dispersed structure.

Downloading recorded calls from Platan Gateways REC
and their archiving on one Archiver post

Archiving recorded calls - Archiver app.

The Archiver app. is used to create automatic copies of recordings, to download the recorded calls from one or many locations and to save them on the indicated hard drive.

It supports the Agent 003 app. used for handling the calls recorded in Libra PBX Server and Proxima / Proxima plus IP PBX Servers. The files are saved in wave open format.

Archiving of recordings from many Agent 003 servers on one post

For more information about archiving of recorded calls see the Archiver page.

Are the recorded calls save?

Confidentiality and security of calls are ensured by the recording encryption in Agent 003 Server installed on linux-based Platan Application Serrver. It provides stability of operation independent of user's other resources and space for many hours of recordings.

Recordings can be listened to only by authorised persons - even the direct access to the files saved on the Server will not permit an unauthorised listening. The management and call recording listening have been separated:

• Administrator configures the systems, creates and manages users' accounts, does not have access to the listening of the recorded calls,
• Supervisor can listen to the recorded calls of numerous users defined by the Administrator,
• Client can listen to the calls of one user, defined by the Administrator, e.g. their own calls. 

There is also no possibility of deleting a recording, so no one can remove any "unfavourable" conversation. Both Supervisor and Client may have permission for recordings' downloading and saving on a local disc.

For more information about security issues in Platan PBX systems see Security page.