Call Recording Ad Hoc Call Recording

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Call Recording Ad Hoc Call Recording

1. Consider how many people you need to record calls. Are you recording everyone or just those in the contact centre, or those performing specific tasks and/or operations?

2. What is your seating policy? Where "free-seating" agents are employed, tracking and recovering calls to a specific agent can become tricky. The recording needs flags and identification, so calls can be linked to agents, agent PINS or extension numbers. The indexing of calls and their retrieval from the storage source will then require the use of a PABX CTI link.

3. Trunk-side versus extension-side recording. If you choose to record on the extension or internal side of the system then you will be able to track agents' conversations. Trunk-side highlights the customer side of their contact with your business. If you opt for extension-side recording then the type of PABX, ACD or call centre you are using becomes a critical factor.

4. How long do you need to store recordings for? For what length of time should you maintain your current logs and call transcripts? Is this a requirement?

5. How important is it to you if you lose recordings due to a system fault? Does it actually matter if you lose recordings? If yes, decide on a level of resilience which would be sufficient.

6. Consider if you require online storage and, if so, how much? How quickly do you need to retrieve a recording? Speed of retrieval is dependent on how far back into the archival records a call has been recorded. While the call index can quickly identify which recorder, and even which tape to install into the recorder, the access time will include the physical act of finding the relevant tape and inserting it into the recorder. For calls that are still resident in the online hard disc storage the access time can be no more than a few seconds.

7. Do you need to record calls at more than one site or do you plan to do so in the future? Will you require the ability to locate, retrieve and play back calls from any site to a central site? If telephone calls are recorded at one site only do you want the ability to locate, retrieve and play back calls at a remote site/office?

8. Channel selection Digital voice recorders have the ability to select individuals or teams of workers, staff IDs or extension numbers only to be recorded over a specified period, thereby drastically reducing the number of channels to be recorded. Would channel selection provide a more cost-effective solution to your voice recording needs?

9. Compatibility and integration. Voice recording systems are every bit as sophisticated and complex as their respective telephone systems and switches and so a good provider should be able to suggest a system that will be compatible with your existing infrastructure.

10. Maintenance. Have you thought about maintenance and administration of the system once it is installed? It should not just be viewed as a passive piece of equipment. Problems often occur when moving office or extensions, adding users or upgrading/making changes on your switch. In some cases there is no longer a physical connection to the voice recording system but this still needs to be administered in the correct way to ensure problems do not occur.

Ad Hoc Call Recording

Ad hoc call recording can also be called random call recording. Basically, it means that your call recording system can be in progress at any random time. This way, your business can be provided with an effective, simple way of monitoring all incoming and outgoing calls, which is also cheaper as it is not running all the time – only at the periods of time you specify.

If the need is for a system to simply spot check call quality and gather a sample of recorded call material for other purposes, random call recording is easier and often cheaper than something like bulk call recording. So ad hoc call recording just records the calls from time to time rather than all the time. Elite Telecom can offer a tailor made ad hoc call recording solution that fits in with your business needs.

Features

  • Ad hoc call recording can be set at certain times for it to switch on automatically and you only have to set it once, or it can be triggered manually each time. It depends on what you want to record, you could have a mixture of the two.

  • A call recorder (device to actually record the monitored calls) is always provided within the purchase of the product. This can be built into a phone system or your computer so not much of your hardware has to change unless you want to purchase a new phone system where call recording has already been implemented.

  • We can also offer an encryption service when used with liquid recording. If someone leaves a voicemail that is recorded or if someone is providing private details over the phone, the raw data is easily accessible to anyone, which is not taking good confidentiality procedure care, so an encryption device will protect this and therefore your customers.

Benefits

  • You can choose who you are recording and when. For example, if there is one person who you need to record, whether it be checking up on an employee you are unsure about, or providing evidence for or against a customer, you can choose to record that call only.

  • You can start call recording at just the click of a button. You do not need to employ a new member of staff, or assign an old one to the job. Once your ad hoc call recording is set up you literally press one button for it to begin with no need for added equipment.

  • The call recording can be set up regardless of the geographical location of the call. Workers who work from home and use the phone line can be recorded or off site call centres. Pretty much anything that is linked to your company can be recorded.

  • As well as recording the calls you are able to actually listen in on the call. This may be useful to some businesses and not to others. Good examples are police observation, training purposes for any business and businesses with new starters.

  • The system that we provide you with is really simple and easy to use. It is not like the old fashioned systems where you would have to invest in a new big clumpy piece of machinery to clutter up the office, it can now be started and stopped using the IP based telephone system with one button.

  • Once you have a few calls recorded, it is easy enough to access the calls to listen to them over a secure web interface and the software we provide which allows you to view all the details such as time and date etc. Alternatively you can set up the system so that the recorded data automatically gets filed into a folder of your choice on your network.

More Information

    Ad hoc call recording may be more useful to some businesses than normal recording or visa versa. The beauty of Ad hoc recording is that it is not recording constantly, you decide when to record, so this could be used for security and monitoring purposes, or to monitor people in training along with new employees; even the police would find it useful.  If you do not need your calls being recorded 24/7 then Ad Hoc recording is definitely an option for you. It saves you money on buying the whole system where calls are constantly being recorded. This would be a waste if you never use the data.

    This way of call recording just records the calls from time to time rather than all the time. It is a quick and simple way of monitoring the functioning of the call centre side of things and helps to identify any problems there may be.

    For call recording to work, the host (in this case Elite Telecom) has to provide the company with the relevant hardware and software, and all that is required from here is an internet connection. It is usually help over an IP based communications network. This way it is much faster and never switches off so less hassle. It also reduces costs with just a monthly line rental rather than a pay as you go basis. Elite Telecom can also provide you with your business broadband if you don’t already have it. As well as business broadband, Elite has a number of services and products to offer, all of which are listed on this website. Some examples include Video Conferencing, Call Holding, VOIP and IVR.

    The advantage of choosing Elite is that your mind can be at ease. We have years of experience in providing telecoms and phone system solutions for businesses and all our staff are fully trained in the area they are in and have knowledge of every product we provide. Elite understands how vital a phone system can be to a company, so we make sure to look after you every step of the way, providing you with help and advice through consultation, installation and aftercare.

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