Before you begin
Choosing the most appropriate recording mode for your phone system is important for the stability of your recording solution. Make sure you make an informed decision using the expertise of network engineers and solution architects. With this topic we would like to help network engineers, IT managers and decision makers fully understand the pros and cons of the each recording method and clearly highlight the issues regarding different telephony solutions.
There are two basic recording methods:
- passive recording - network monitoring (e.g. SPAN port in Cisco terminology) based solution that uses the actual network traffic to record phone calls
- central recording - sometimes called active recording uses features in the phone system to record calls (e.g. in an Avaya system the Media Gateway resources can send the recording streams to the recorder)
In addition, the Verba solution can provide the following additional functions:
- screen recording - where the a contact center agent's desktop is recorded during phone calls into a highly compressed video file
- dial-in recording - provides a recording function, where any phone can call a recording line that starts recording immediately (e.g. if it is part of a three party conference, this will records the call)
- silent monitoring - allows listening into ongoing conversations, without disturbing the phone call
Supported call recording modes in different phone systems
See the lists below to understand what functions are supported by the Verba Recording System in various phone systems.
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| cql | label = "recording-mode" and label = "cisco" and space = currentSpace() |
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| title | Avaya solutions |
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| cql | label = "recording-mode" and label = "avaya" and space = currentSpace() |
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| cql | label = "recording-mode" and label = "broadsoft" and space = currentSpace() |
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| labels | broadsoft, recording-mode |
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| title | Microsoft Lync solutions |
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| cql | label = "recording-mode" and label = "lync" and space = currentSpace() |
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| labels | lync, recording-mode |
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| title | IP Trade turret solution |
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| cql | label = "recording-mode" and label = "iptrade" and space = currentSpace() |
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| labels | iptrade, recording-mode |
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The system offers several integration options for recording, capturing, or importing conversation data. This article provides the list of supported integrations and the links to the detailed description of each.
| Category | Platform | Technology | Modalities | More information |
|---|
Unified Communications
| Cisco UCM (CUCM) | Network-based, JTAPI | Voice, Desktop Screen | Cisco |
| Cisco UBE (CUBE) | SIPREC | Voice, Video, Desktop Screen | Cisco |
| Cisco Voice Gateway | XCC | Voice, Desktop Screen | Cisco |
| Cisco IM&P | IM&P Compliance API | Chat, Attachment |
|
| Cisco | Proxy-based | Voice, Video, Screen/Application Share1, Desktop Screen | Cisco |
| Cisco Webex Teams | Import | Chat, Attachment | Cisco Webex Teams |
| Microsoft Skype for Business | Proxy-based, Import | Voice, Video, Screen/Application Share, Chat, Attachment, Polls, Q&A, Whiteboard, Desktop Screen | Microsoft Skype for Business |
| Microsoft Teams | Bot | Voice, Video, Screen/Application Share, Desktop Screen | Microsoft Teams |
| Webhook / Export API | Chat, Attachment | Microsoft Teams |
| Avaya CM | DMCC multiple registrations | Voice, Desktop Screen | Avaya |
| Avaya ESBC | SIPREC | Voice, Video, Screen/Application Share1, Desktop Screen |
|
| BroadSoft BroadWorks | SIPREC | Voice, Video, Screen/Application Share1, Desktop Screen |
|
| Oracle/ACME Packet SBC | SIPREC | Voice, Video, Screen/Application Share1, Desktop Screen |
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| MetaSwitch Perimeta SBC | SIPREC | Voice, Video, Screen/Application Share1, Desktop Screen |
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| SIP/SCCP compatible | Network port mirroring | Voice, Video, Screen/Application Share1, Desktop Screen |
|
| SIP compatible | Dial-in and dial-out recorder | Voice, Video, Screen/Application Share1, Desktop Screen |
|
| Symphony | SIPREC, Import | Voice, Screen/Application Share, Chat, Attachment, Desktop Screen | Symphony |
| Bloomberg Chat | Import | Chat, Attachment | Bloomberg Instant Messages |
| RingCentral | Import | Voice | RingCentral |
| Huawei | SIP-based forking | Voice, Desktop Screen |
|
| Tango Networks | SIP-based forking | Voice, Desktop Screen |
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| Zoom | Import | Voice, Video, Screen/Application Share | Zoom |
Contact Center
| Genesys PureEngage | SIP-based forking, CTI | Voice, Desktop Screen | Genesys |
| Cisco UCCE | Network-based, JTAPI, CTI | Voice, Desktop Screen | Cisco UCCX Integration |
| Cisco UCCX | Network-based, JTAPI, CTI | Voice, Desktop Screen | Cisco UCCE Integration |
| Luware LUCS | Proxy-based | Voice, Video, Screen/Application Share, Desktop Screen |
|
| Luware Nimbus | Bot | Voice, Video, Screen/Application Share, Desktop Screen |
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| Trader Voice | BT ITS | IPSI, ITSLink | Voice | BT ITS |
| BT IP Trade | Recorder API, SIPREC | Voice | BT IP Trade |
| IPC Unigy | SIP, CTI | Voice | IPC Unigy |
| Speakerbus | RTP, iCDS | Voice | Speakerbus |
| Cloud9 | Import | Voice | Cloud9 |
| Mobile | Truphone | SIP-based forking | Voice, Desktop Screen |
|
| Centile | Import | Voice |
|
| O2 | Import | Voice | O2 |
| Vodafone | Import | Voice | Vodafone |
| Singtel | SIPREC | Voice |
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| Movius | SIPREC | Voice |
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| SMS | SMPP | SMS | SMS capturing for mobile networks |
| Radio | Analogue | Synway TAP card | Voice |
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| Bosch Telex | RTP streaming | Voice |
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| Generic RTP streaming | - | Voice |
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1 SIP/BFCP based screen and application share recording is supported, mixed into video call recording, not available as a separate recording
