VoIP Call Recording Has Become a Requirement for Public Safety Operations
VoIP call recording has become more common in recent years, particularly in the case of public safety operations, including 911 emergency services as well as less urgent calls. Particularly in these scenarios, the advantages of recording phone conversations become clear.
First and foremost, a call recording could turn out to be a useful piece of evidence if the call is related to a criminal act. Furthermore, a call recording can help out telephone operators in cases of liability. For example, if an operator has given clear instructions, but they haven't been followed, or asked questions and not received clear, accurate responses, that operator cannot be held accountable for any mistakes made on the caller's end. In other words, call recordings can make it clear whether or not an operator was following procedure.
Other uses of VoIP call recording in emergency scenarios include monitoring call frequency. As such, if a high number of 911 emergency calls have been made from a single number, this will show up on reports and can be factored in by an operator dealing with another call from that number. For example, depending on the nature of the calls, a high call frequency could be a sign of a more serious issue.
SIP Print, a call recording technology manufacturer, offers a call recording appliance capable of capturing VoIP traffic on a network, even capturing internal station-to-station activity with the help of a port mirroring switch. This appliance can be configured in one of three ways, allowing it to settle easily into most common network configurations.
SIP Print attended ITEXPO Miami this year to promote its call recording product, which is available in three editions — Express, Small Business and Enterprise — supporting between 15 and 200 seats, depending on the size and needs of the company.
In September, the company hired on Dennis Drew as its new CTO, to help develop its call recording technologies specifically for recording over IP networks.
Edited by Rachel Ramsey