What is VoIP and how can VoIP calls be recorded?
Voice over internet protocol (VoIP) is an alternative to traditional fixed-line telephones, which uses the internet to make and receive calls. VoIP calling has been steadily replacing traditional telephony due to its reliability and efficiency, achieved through its use of data connection instead of fixed lines.
VoIP calls work by converting voice data into packets of digital information that can be transferred over an internet connection. Any telephone number, whether fixed-line or VoIP, can be called but VoIP to VoIP calls will be free as these types of calls only use an internet connection.
VoIP calls can be made on a PC with speakers and a microphone or with a headset using a software phone, or softphone, which displays a model of a telephone on the screen. Businesses that use VoIP technology mostly use purpose built VoIP telephones.
What solutions are available to record VoIP calls?
Whether recording calls for compliance or for training purposes, finding the right call recording solution to capture VoIP calls is important. Recording VoIP calls presents a challenge due to the difference in the way audio is transmitted in VoIP calls compared to traditional telephony. Recording VoIP calls requires data to be ‘sniffed’, which is a process of real-time monitoring of data flow through a computer network by a software program or a hardware device containing this sniffing software or firmware. Sniffers copy the data without altering it and can only intercept data from networks that their host computer is connected to.
Depending on your requirements for call recording, how you intend to use the captured conversations, and your business telephony network (or lack thereof), the VoIP call recording solution that is right for you may vary. When considering VoIP recording options, it is important to plan for the future as well as the present. Choosing a flexible call recording solution that can adapt as your business grows and changes is vital. Expansion into different locations, sudden changes in call volume, and regulation reforms could affect your call recording needs so the solution you choose must offer you the reassurance that these eventualities can be accommodated.
There are various methods that can be used to record VoIP calls. These will be discussed throughout this white paper, along with their advantages and drawbacks.