What is a call recording software?

A short description of call recording

Call recording software records telephone conversations over the PSTN or VoIP in a digital audio file format. Call recording is distinct from call logging and call tracking, which record the details of the call but not the conversation. However, software can include both recording and logging capabilities.

More about call recording

Call recording is becoming increasingly important as technology evolves and work habits become more mobile. The issue of mobile recording is now being recommended by many financial regulators. It is also increasingly important for business continuity planning, including pandemic planning.

The actual recording takes place on a recording system with call management and recording security software. Most call recording software relies on an analog signal via a call recording adapter or phone card.

Digital lines can only be recorded if the call recording system can capture and decode the proprietary digital signaling, which some modern systems can do. Sometimes a method is provided with a digital private branch exchange (PBX) that can process the proprietary signal (usually a converter box) before being routed to a computer for recording. Alternatively, a hardware adapter can be used on a telephone handset, where the digital signal is converted to an analog signal.

VoIP recording is usually limited to streaming media recorders or software developed by the creator of the softphone or IP PBX. There are also solutions that use packet capture technology to passively record VoIP phone calls over the local network.

Hardware is required to make the voice signal available to the computer equipment. Some of today’s call recording software is sold as a turnkey solution with the hardware.

Direct recording of cell phone calls requires a hardware adapter connected to the handset. There are many other ways to record cell phone calls. One approach is to route calls through a new PBX system connected to the recorder. However, these systems are usually expensive to purchase and change the way calls are made, resulting in operating costs. Another approach is to connect directly to existing recording systems from a PDA phone. Both approaches allow for time-stamping of recordings, which is often required for legal reasons. Direct recording on mobile devices provides a legally valid record in many countries.

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