In the current era, a considerable number of employees find themselves working remotely, and VoIP phone calls have become a key replacement for face-to-face communication. This mode of communication holds crucial value in the business sphere, helping with tasks like coordination, collaboration, handling different time zones, and ensuring effective phone communication.
So, the main question is; what is VoIP, and how does it change the way we communicate in today’s interconnected world? This guide will explore in detail the VoIP technology, its working mechanism, its different types, how you can set it up, and more. Therefore keep reading to gain insight and find out more about VoIP call recording technology.
What is VoIP Call Recording?
In the time of advanced technology, instead of being preoccupied with jotting down details, users can rely on the preceding tool to capture and store the entire conversation, allowing for excellent focus and engagement during a call. These recording tools are beneficial in the sense that they provide businesses with complete and detailed records of important telephone conversations.
Furthermore, keeping a complete record ensures important information is saved and can be renewed whenever necessary. VoIP is a call recording technology that is reliable and accurate. Recording phone conversations in the cloud through VoIP is a secure and dependable method for capturing two-way audio.
Originally prominent in enterprise-grade call centers, this technology is now also used in the day-to-day operations of small businesses. While traditional call recording is restricted to conventional phone lines, VoIP call recording is versatile and applicable in any situation. Simply put, Voice over Internet Protocol (VoIP) is a technology enabling voice calls over a broadband internet connection, replacing the need for a traditional (analog) phone line.
VoIP Call Recording Features
Cloud Storage
With many VoIP providers, users typically receive free access to their call recording for a specific period, usually ranging from 6 to 13 months. During this time, users have the option to download their recordings. In addition, if users wish to keep the recording for an extended period beyond the free time frame, they often have the chance to purchase additional long-term storage.
Recording Alerts
Users can also customize announcements to inform all parties involved that the call is being recorded, ensuring compliance with state regulations.
Call Transcription
This feature converts audio recordings into text, either in real time during the call or after its completion.
HD Voice
High Definition (HD) voice enhances audio quality by capturing a greater range of voice frequencies, compared to traditional telephony. This results in a cleared sound with reduced background noise.
Call Tagging
Calls can be virtually labeled based on various criteria such as topic, keywords, caller location, or other identifying information facilitating organized tracking.
Recording Playlists
Training supervisors and administrators can create a playlist of recorded calls, a valuable tool for training new agents.
Recording Retention Policies
Users can tailor recording retention policies to comply with requirements set by federal agencies, determining how long documents, transcripts, and call recordings must be preserved.
How Does VoIP Call Recording Work?
Voice over IP (VoIP) involves the conversion of audio into digital packets and then transforming them into IP packets. Typically, VoIP recording can be achieved through two main methods: either by sniffing the network or by duplicating and directing the packets to the recorder- known as passive recording or active recording.
Active Recording
Active recording refers to a method where the recording system actively hinders and duplicates the VoIP packets during the live communication session. Simply put, instead of merely passively observing or ‘sniffing’ the network, active recording involves an intentional intervention to capture and duplicate the data for recording purposes.
Passive Recording
Passive recording refers to a method where the recording system observes or ‘sniffs’ the network to capture VoIP data without actively interfering with the communication process, unlike the active recording method. In the passive recording, the system is unobtrusive and does not actively duplicate or alter the data being transmitted during the live call.
Furthermore, different from traditional call recording, capturing VoIP calls does not demand any specific conditions. It is often an integrated feature within your call recording software. Most commonly to record a VoIP call, all you need to do is simply click a button or activate a specific setting.
Call Recording Types
Recording calls can be carried out using different methods. There are three main types of call recording, which are listed below:
Automatic Call Recording
As the name suggests, the system automatically records the call without anyone’s intervention. This feature is typically part of premium pricing plans, enabling administrators to automatically record all calls.
In addition, administrators typically have the option to set call recording preferences to ‘on-demand’, ‘always’, or ‘never’. The automatic call recording feature ensures that every conversation is captured, providing a thorough record of all communications.
On-Demand Recording
In this method, users themselves take the initiative to activate a record button either before or during a call. This type is particularly useful when recording a particular conversation or when you need to record urgently. It often involves pressing a designating button or activating a record feature within the communication platform.
Custom Call Recording Rules
Administrators have the ability to initiate personalized automatic call recording rules that are activated when specific preset conditions or triggers are met. This provides a tailored and efficient approach to managing call records within the organization.
Should Business Use an Automatic Call Recorder?
Recording all incoming or outgoing calls can serve various purposes for businesses. So, the main question is; is using call recording or an automatic call recorder beneficial for businesses? The simple answer is yes.
Utilizing call recording can significantly increase various team functions, contributing to the development of more efficient sales, support, and collaboration workflows. There are numerous benefits for a business to consider recording calls.
Some of the benefits are discussed below:
Enhancing Sales Team Performance
Recording both inbound and outbound phone conversations with the customers for the sales team proves valuable. It assists individuals and leadership in recognizing patterns, finding opportunities for team building, and addressing common issues for each representative at an early stage. Moreover, regularly reviewing even a small sample of customer calls provides sales managers with swift insight into representatives’ daily interactions, allowing for collaborative adjustments if necessary.
Related: How to Get a Voip Number & Must Have Features!
Improving Customer Service Through Call Recording
In customer service, the practice of recording calls, particularly those related to complaints and concerns, can significantly enhance client interactions. Managers with the help of call recordings evaluate calls based on criteria such as accuracy and politeness. This monitoring approach ensures staff compliance with internal guidelines and rules and identifies instances where retaining or coaching may be necessary.
Enhancing Collaboration
Call recording systems contribute to better alignment during internal meetings and encourage smooth collaboration among departments, promoting shared situational awareness. Moreover, recording guarantees that teams (sales, operations, and marketing) maintain a unified understanding of decisions and discussions, minimizing misunderstanding and fostering effective cooperation.
How To Set up VoIP Call Recording?
Recording VoIP calls is easy and does not require any special software or equipment. It is a seamlessly integrated feature within the application provided by third-party clients or vendors.
Simply, just turn on a setting or press a button in the software. Furthermore, VoIP providers grant users precise control over call recording permissions, specifying who has the authority to record calls, the conditions under which recording is allowed, and the option to include a voiceover notification for all parties involved.
Setting up VoIP call recording can vary based on the specific VoIP service or platform the individual or organization is using. The setting up process is easy as long as you know the steps. Follow the following steps to successfully set up VoIP call recording.
Step 1: Select VoIP Service or Platform
The first step is to select a VoIP service or platform that supports call recording. Moreover, the provider must allow recording of incoming and outgoing calls or both. Most modern VoIP providers offer this feature as part of their service.
Step 2: Create an Account or Login
Next, create an account on the platform. However, if you already have an account, simply log in to the customer portal. After logging in navigate to the settings or configuration section.
Step 3: Turn On Call Recording
Search for the options related to the call recording and determine whether the calls will be recorded automatically or on-demand in real-time. Furthermore, depending on the available provider options, administrators have the flexibility to establish custom call recording rules, incorporate recording announcements, and adjust parameters. In addition, users can also select their preferred call recording quality and format.
Step 4: Download and Manage Recording
Admins have the authority to decide which admin agents can have access to specific recordings and manage customer user permissions. Additionally, users and authorized admins can download call recordings, craft customized playlists for training, and apply tags. Supervisors have the option to create playlists featuring ideal call recordings for training purposes.
Call Recording Policies
Recording calls undoubtedly offers several benefits to businesses, but it is necessary to adhere to call recording laws and protocols to safeguard your business, employees, and clients. Therefore, it is necessary to understand the call recording policies and regulations.
The United States Federal Electronic Protection Act establishes regulations. This Act mandates that individuals be informed of the recording, and their consent must be obtained before recording telephone conversations involving two or more parties. This is a fundamental requirement to ensure privacy and compliance with legal standards.
Related: What is a VOIP Phone Number?
One-Party Consent
Furthermore, in the majority of the states in the U.S., the legal standard for call recording is one-party consent. This implies that, to legally record a call, at least one participant in the conversation must agree to the recording. Simply put, it is legal as long as one of the parties involved agrees to the recording.
Two-Party Consent
In some states, including California, Florida, Connecticut, and others, the legal standard for call recording is two-party consent. This means that all the parties involved in the communication or call must explicitly agree to being recorded. Therefore, consent from every party is necessary for the recording to be considered legal.
Additionally, in Canada, the legal requirement for call recording is similar to the two-party consent standard. Two-party consent signifies that every individual involved in the call, both the participant and the person making the call, must agree to the act of recording. This ensures that all parties are aware of and consent to the recording.
Moreover, to avoid potential legal issues and fines, many businesses choose to follow an all-party consent approach. This entails securing clear and explicit consent from all participants in each call, irrespective of the particular legal obligations in their respective jurisdiction. In addition, Healthcare organizations must ensure that their call-recording software complies with HIPAA regulations.
Call recording providers that adhere to HIPAA standards employ encryption for sensitive data and give organizations control over call recording access. This ensures that only authorized users have the ability to access protected health information.
Types of VoIP Call Recording Solutions
There are various types of VoIP call recording solutions designed to meet different needs and preferences. Some of the types are as follows:
Hosted Recording
Hosted recording refers to a solution where the recording hardware and servers are located on the service provider’s premises rather than the users. In this setting, users do not need to manage the recording infrastructure as it is hosted by the service provider.
Some hosted providers may include a limited amount of free recording space as part of their service, while others may offer recording features specifically through a paid subscription model. Basically, with Hosted Recording, users use the provider’s infrastructure for call recording without having to worry about maintaining the recording hardware on their own.
Software-Based Recording
Software-based recording refers to the installation of recording software on your server, capturing all audio passing through your computer’s sound card. This method is versatile, and compatible with both desk phones and softphones, allowing users to record calls on one or multiple channels simultaneously. This flexibility offers benefits for businesses with diverse communication needs.
The software captures audio by intercepting the sound signals passing through the computer’s sound card. This allows it to record both incoming and outgoing calls during conversation. Typically, software-based recording captures sound in mono (single speaker) rather than stereo.
This choice is made to enhance memory storage, as stereo recording would require twice as much storage space. Moreover, the amount of storage space required for recordings is influenced by the call quality, with higher-quality calls taking much more space.
Hardware/Appliance or On-Premise Recording
Hardware/Appliance or On-Premise Recording solution uses a designated device, often a rack-mounted appliance, connected to the internet and other rack-mounted equipment via LAN cables. The main function of this device or appliance is to perform ‘port-sniffing’, a process that involves monitoring and interpreting data transferred over specific network ports.
During port sniffing, the device reads and interprets the data flowing through a designated network port. This process is crucial because VoIP data commonly travel through specific ports permitted by the firewall for security reasons. The devices or appliances sniff the designated port for VoIP data and record it.
Additionally, appliance devices come in a variety of sizes, ranging from smaller units to larger ones capable of monitoring hundreds of extensions simultaneously. The choice of appliance size basically depends on how much communication the organization needs.
Appliance-based systems do not use built-in hard drives; instead, they connect server databases. This makes storing and managing recorded calls online efficient and easy to access.
OneCloud Networks VoIP Call Recording
Offering a comprehensive solution with consolidated billing, OneCloud Network aims to streamline team communication. The VoIP services offered enable seamless business communication on mobile devices, ensuring connectivity from any location.
In addition, the platform enhances meeting productivity through high-definition (HD) video calls and smooth desktop/file sharing. The primary objective is to ensure continued connectivity, acknowledging its benefit for businesses, as a lack of internet can result in missed sales opportunities.
Features
OneCloud Networks offers multiple exciting features and options to individuals and businesses. The features are discussed below in detail:
Unified Communications (UC) software integrates myriads of communication tools, such as voice, video, messaging, and collaboration into a single platform. It makes communication easy by combining different tools and streamlining the process across channels.
OneCloud Networks offers audio and video conferencing capabilities, enabling virtual meetings and collaboration. Moreover, this platform also offers call recording, call routing, chat, file sharing, and more exciting features.
These features collectively work to create a complete communication and collaboration system offered by OneCloud Networks. Businesses can significantly benefit from a unified and versatile platform that addresses different communication needs.
Reliability
OneCloud Network is a reliable platform that ensures that your call recording functions smoothly without any disruptions. While VoIP may not have been the most dependable option for business communication in the past, times have changed. Improvements have been made over time.
Now, with a robust internet connection and a well-designed redundancy system, VoIP is presented as a cost-effective and reliable choice for business.
Call Quality
OneCloud Networks offers cutting-edge data centers and advanced HD Voice technology that delivers superior voice quality. Therefore, businesses can confidently rely on a seamless communication experience, ensuring clarity and precision in every communication.
Ease of Use
Setting up and using the OneCloud Networks PBX system is effortless and user-friendly for everyone. Hence, anyone can benefit from this advanced communication solution, regardless of technical expertise.
Amazing Service
Businesses can receive live support from the in-house team of the service provider at any time, as they are available 24 hours a day, 7 days a week. OneCloud Network has an excellent service.
Call Recording FAQs
It is illegal to record a phone conversation?
No, in some states in the U.S. including California, Florida, and Connecticut, recording phone conversations is considered legal. However, there are certain conditions attached to it. You can record the call, provided that at least one party is aware of the recording in a one-party consent state.
This implies that at least either you or the caller is aware of the recording during the call. Meanwhile, some states mandate that recording a call requires consent from both parties. These states include Florida, Illinois, California, Connecticut, Maryland, Massachusetts, Montana, New Hampshire, Washington, and Pennsylvania.
How do I record a VoIP call?
The recording call process is extremely effortless and much simpler than recording calls on a cell phone or traditional phone system. With a cloud PBX, you just need to enable the recording options through the online dashboard.
To record a VoIP call, first select a reputable and reliable VoIP service or platform and create an account. Admins can set up your account to automatically record calls without any extra steps.
How many call recordings are stored?
The duration for which call recordings are retained can differ among service providers. However, as a general practice, most providers store call recordings for a minimum of 6 months. Simply put, users can typically access and retrieve their recorded calls for a period of at least half a year after the call has been recorded.
Where do recording calls get saved?
The most common method for storing recorded calls is in the cloud, a remote server accessible over the internet. Cloud storage has plenty of advantages including accessibility from various devices and efficient data management. Additionally, an alternative option also exists where recorded calls can be saved locally on devices, meaning they are stored directly on the user’s computer or other hardware.
Final Thoughts
In conclusion, VoIP call recording is the process of recording and storing audio conversations between different parties conducted over Voice over Internet Protocol (VoIP) technology. This technology allows users to save and record their phone conversations for various purposes, such as training, documentation, or quality assurance.
VoIP call recording offers various benefits for businesses to help keep a record of important conversations and ensure effective communication management. If you wish to know how to set up VoIP call recording, carefully read the instructions and guidelines provided in this guide. Moreover, while using the call recording feature, you must strongly follow the call recording policy and regulations.
