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August 04, 2009

Get the Most from Your IP PBX with System Level VoIP Call Recording


By Erik Linask
There are a number of reasons to record calls – regulatory compliance, ensuring customer satisfaction, legal liability limitation, productivity enhancement, security, and more. Fortunately, there are call recording solutions available to suit any VoIP call recording needs and to work with any PBX (News - Alert) system.

 
As with any communications product, there are a number of factors that go into choosing one – in addition to its capabilities. SIP Print (News - Alert) has created an appliance-based solution that is not only cost effective – CEO Don Palmer says it comes in at well below the cost of most alternative solutions – but provides all the call recording and retrieval capabilities needed in a business environment.
 
“Our products are about one-third the cost of other systems,” he says, “So smaller organizations finally have the opportunity to purchase a call recording solution at a price that is in line with their underlying phone system.”
 
Furthermore, because the platform is delivered on a purpose-built appliance, it offers quicker ROI than many software solutions, despite a growing interest in software-only alternatives.
 
But perhaps the biggest difference between SIP Print and other competitive solutions – if there is a bigger differentiator than price today – is that SIP Print leverages the converged voice and data network to record at the system level, not at the PBX.
 
“The advent of SIP and RTP protocols means the telephone, the handset, becomes intelligent and the PBX becomes a router of traffic,” explains SIP Print CTO Jonathan Fuld.  “Control of the call is at the handset or softphone; the telephone system is now a part of the TCP/IP network.”
 
What that means is, because voice traffic is part of the data network in a VoIP infrastructure, calls can be recorded directly from the network, as opposed to the PBX, as most call recording solutions do. It also means that, when properly set up, a SIP Print appliance can record calls even if the PBX fails, since SIP phones are able to set up and tear down calls, even if the PBX fails.
 
“If you did system-level recording, and the PBX failed, you would still be recording calls, because you would be listening to the network – the system – and capturing those calls,” Fuld notes.
 
Furthermore, because the VoIP call recording is done at the system level, the entire system is less taxed because processing does not interfere with the PBX’s primary function – transmitting and receiving calls.
 
So, with a SIP Print appliance, every small, mid-sized, and large business can afford to implement a call recording solution that will help it create a more effective organization – one that will work with any SIP-based VoIP platform, and has already undergone interoperability work with many of the leading VoIP systems on the market today, thanks to its recently launched SIP Print Labs Certification program.
 
To find out more about the SIP Print appliance, stop by booth #634 at ITEXPO West in Los Angeles, September 1-3. If you’re still looking for the right VoIP system, the exhibit hall will be full of alternatives – including many of the systems already having gone through interoperability testing with SIP Print – along with a number of conference sessions designed to help you understand which systems and features are right for you business.
 

Follow ITEXPO on Twitter: twitter.com/itexpo

Erik Linask (News - Alert) is Group Editorial Director of TMC, which brings news and compelling feature articles, podcasts, and videos to 2,000,000 visitors each month. To see more of his articles, please visit his columnist page.

Edited by Erik Linask


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