Call-recording software
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Call recording software records telephone conversations over PSTN or VoIP in a digital audio file format. Call recording is distinct from call logging and tracking, which record details about the call but not the conversation; however, software may include both recording and logging functionality.
[edit] Considerations
Call recording is becoming increasingly important, with technology changing and working habits becoming more mobile. Addressing mobile recording is now the subject of many financial regulators' recommendations. It is also increasingly important to business continuity planning, especially for pandemic planning[citation needed].
The actual recording takes place on a recording system with software for the management of calls and security of recordings. Most call recording software applications rely on an analogue signal via either a call recording adapter or a telephony board.
Digital lines cannot be recorded unless the call recording system can capture and decode the proprietary digital signalling, which some modern systems can. Sometimes a method is supplied with a digital PBX that can process the proprietary signal (usually a conversion box) before being channeled to a computer for recording. Alternatively a hardware adapter can be used on a telephone handset as the digital signal is converted at that point to analogue.
VoIP Recording is usually restricted to streaming media recorders or software developed by the softphone or IP PBX creator. There are also solutions which use packet capture technology to passively record VoIP phone calls on the LAN.
Hardware is required to make the voice signal available to the computer equipment. Some of today's call recording software is sold as a turn-key solution with hardware.
Direct recording of mobile phone calls requires a hardware adapter connected to the handset. There are many other ways to record mobile phone calls. One approach is to route calls via a new PBX system linked to the recorder. However, such systems are typically expensive to purchase and change the way that calls are made, incurring running costs. Another approach links directly into existing recording systems from a PDA phone. Both of these approaches allow recordings to be timestamped, often required for legal reasons. Recording directly onto mobile devices does not provide a legally valid recording[citation needed].
[edit] Call recording software list
| Program | Owner | Operating systems | License | VoIP/Analog/Digital | Other capabilities | Latest release |
|---|---|---|---|---|---|---|
| Scoompa CallRecorder | Android Market | Android | Closed | VoIP | Call Recording software for Android. Records on the server side using a Twilio infrastructure, emails recording to owner when call finishes. | v1.4 |
| Voxida | accuratealways.com | Windows | Closed | VoIP/Analog/Digital/SIP Trunk/Passive VoIP/IP/PRI/T1 | The Voxida call recording software that records calls, live monitors conversations and runs reports on the recorded call data. Voxida supports all major digital/TDM, VoIP and trunkside technologies as well as recording associated video for synchronous playback with the call audio and real-time streaming. Compatible with Cisco, Avaya, NEC, Nortel, Ericsson, Inter-Tel, Siemens and other proprietary PBX systems. Voxida does native digital recording so no adaptors or additional telecom interfaces are required. | v5.8 |
| Cacti | appliedcorp.com | Windows | Closed | VoIP/Analog/Digital/SIP Trunk/Active VoIP/IP/PRI/T1 | Call Recording software that covers all aspects of Call Recording. Works across virtually any telephony platform. Support for TDM, VoIP and Trunk Side Recording. Options include Screen Capture, Quality Monitoring and Speech Analytics and Post Call Surveys. | v2.46 |
| Oreka TR | OrecX, LLC | Linux, Windows | Open | VoIP/Analog/Digital/PRI/T1/SIP | Oreka TR is commercial open source call center grade recording software that can scale from 5 - 5,000 users. Add on modules include Oreka LM (Live Monitoring), Oreka QM (Quality Management), Oreka SC (Screen Capture).. | v1.3 |
| SoundRecall | SoundNotes Technology Inc. | Windows | Closed | VoIP/Analog/Digital/SIP Trunk/Active VOIP/IP/ISDN/PRI | Record TDM, VOIP & Blended environments. Hosted recording; Remote Monitoring; Screen capture; Agent Quality Monitoring; Customer Surveys . Compatible with Nortel, Toshiba, Mitel, Cisco and Avaya. | v4.0.1 |
| VoIPmonitor | voipmonitor.org | Linux, POSIX UNIX | Open | VoIP | VoIPmonitor is open source live network packet sniffer and call recorder for linux or posix unix which analyzes SIP and RTP protocol. It can run as daemon or analyzes already captured pcap files. Free VoIPmonitor can decode only G.711 codec. Commercial version can decode from G.729/G.723/GSM/Speex/iLBC. One of unique feature of VoIPmonitor is decoding phone calls which are changing codecs during call. Synchronisation is achieved with jitterbuffer simulator so every single file is properly synchronised. | v2.0 |
| ContextRecorder | Callfinity | Windows, Linux | Closed | VoIP/Analog/Digital/SIP Trunk/Active VoIP/IP/PRI/T1 | Contact center/call center recording. Available on-premise and hosted; active call-through recording or passive tap. Options for screen recording, keystroke logging, screen pop, evaluation forms designer, and quality reporting. Compatible with most PBXs including Cisco, Avaya/Nortel, Mitel, and all trunks. | v5.1 |
| CXM | Co-nexus, Inc | Windows | Closed | VoIP/Analog/Digital/PRI/T1/SIP | CXM (Customer Experience Management) Recording and Quality Monitoring software is an enterprise solution designed to assist contact centers increase customer satisfaction and reduce liability. CXM offers; recording, screen capture, PCI Compliance, performance evaluation, agent coachng and post call satisfaction surveys. CXM is compatible with most PBX's including Avaya, Cisco, Nortel, Inter-tel, Mitel and NEC. | V4.6 |
| DGVox Voice Logger (Voxspectrum Pvt Ltd) | Voxspectrum (P) Ltd. | Windows | Closed | VoIP/Analog/Digital/IP/ISDN | record TDM, VOIP & Blended environments,Screen capture,Free seating,Agent Quality Monitoring,Certified by Cisco and Avaya | v7.1 |
| Xtend Voice Logger (Xtend Technologies) | Xtend Technologies (P) Ltd. | Windows | Closed | VoIP/Analog/Digital/IP/ISDN | record TDM, VOIP & Blended environments | v3.0 |
| Alliance Arcane (Logger) | Alliance Infotech (P) Ltd. | Windows, Linux | Closed | VoIP/Analog/Digital/IP/RF | record TDM, VOIP & Blended environments | v3.0 |
| CARIN Unified Recording Solution | TC&C | Microsoft Windows Server | Closed | VoIP | Award-winning recording solution for unified communications of all media. First Cisco Telepresence recorder in the world. See Cisco Telepresence article. | v4.1 |
| Majuda Voice | Majuda Corporation | Windows, Mac | Closed | VoIP/Analog/Digital | record TDM, VOIP & Blended environments. | v7.0 |
| cc: Discover | CallCopy | Windows | Closed | VoIP/Analog/Digital | Call Recording, Screen Capture, Speech Analytics, Desktop Analytics, Agent Coaching, Customer Surveys, Quality Management and Workforce Management | v4.4 |
| Encore | dvsAnalytics, Inc. | Windows | Closed | VoIP/Analog/Digital/SIP Trunks/T1/PRI | Screen Recording, Quality Management, Agent Evaluations, Full and Selective Encryption, Reporting & Analytics | v2.2.9 |
| XTR | XTR Digital | Windows | Closed | Analog/Digital | Caller ID, FTP/Lan/Email storage, voice activated recording, continuous recording. | v3.00 |
| SonicView | TriVium Systems | Windows, | Closed | VoIP/Analog/Digital/T1/PRI/Analog/SIP | Trunk side and station side voice recording solutions from a single user/voice port to hundreds of ports with centralized server based solutions. Supporting IP, digital and analog mixed systems | v3.30 |
| TRx | NCH Software | Windows, Mac | Closed | Analog/Digital | 1 Line Recorder. | v4.30 |
| VPI CAPTURE PRO | VPI (Voice Print International) | Windows | Closed | VoIP/Analog/Digital | Analytics-enhanced, Web-based call recording and quality monitoring software for VoIP, TDM and hybrid environments with single or multiple locations, branch offices and home agents. | v5.0 |
| CallRex Call Recording | Telrex | Windows | Closed | VoIP | Call recording for IP-based telephony environments. Full-time, on-demand, or triggered recording options available. Quality management & liability recording. | v3.9 |
| VRS | NCH Software | Windows | Closed | Analog/Digital | Multi-Channel Audio, voice activated, hardware activated or continuous recording modes. | v5.37 |
| Record | Oak Systems International | Windows | Closed | Analog/Digital/SIP/VoIP | Voice recording for quality monitoring and compliance. Expandable from 4 trunks/extensions to enterprise-size environments. Recordings are encrypted as standard. | v5 |
| Open Unified Recording | Unified Recording | Linux | Open | VoIP | Call recording for IP-based telephony environments using packet capture engine. Commercial version of the product (Unified Recording) includes encryption, Screen Capture, Analog/Digital/Asterisk. | v1.0 |
| CyberTech Pro & Myracle | CyberTech International | Windows | Closed | VoIP/Analog/Digital/SIP (TRUNK)/Active VOIP | This multi-media product delivers voice recordings of traditional or VoIP telephony, together with data and desktop screens for applications including verification and compliance, dispute resolution, resilience options, training and quality monitoring. | v6.0 |
| VoxRecord | Voxsmart Ltd. | BlackBerry | Closed | [Mobile call recording software for call recorders] VoIP/Analog/Digital/SIP (TRUNK)/Active VOIP | This is a software product that ties mobile devices into any call recorder. VoxRecord generates the same call recording metatags for mobiles as are already created for landlines. These are displayed on the call recorder's interfaces for verification and compliance. | v10.7.1.x |
| CallRecorder | Trillium Technology Pty. Ltd. | Windows | Closed | VoIP/Analog/Digital | Automatic, Manual and Voice activated recording with optional announcement and beep feature. Automatic recording uses hardware detection features from Trillium Recording Adaptors. | v5.10 |
| Sense | Retell Ltd. | Windows | Closed | VoIP/Analog/Digital | Retell's own ISDN30, ISDN2, Analogue and VoIP Interface cards. Call Recording software of up to 1000 channels. Call Recording and Call Management enabling platform geared for integration, offering: recorder back-end, Open Architecture, APIs, SDK. 100% successful call matching. | v2.5.1 |
| Verba Recording System | Verba Technologies | Microsoft Windows Server | Closed | VoIP | Unified call recording solution for voice, video and telepresence. More information can be found in the Verba Technologies article. | 2010 |
| SmartRecord | CTI Group (Holdings) Inc. | Windows | Closed | VoIP/Analog/Digital/SIP (TRUNK)/Active VOIP | This multi-tenant, predominantly hosted recording product provides recording capabilities to the majority of hosted PBX operators worldwide. One of the first recording products to integrate in a carrier grade IMS environment, the product not only delivers hosted recording capabilities, but also multi-tenant speech analytics, call evaluation, and screen recording facilities. | v4.0 |
| Oreka GPL | Oreka.org | agnostic | Open | VoIP | Oreka is a modular and cross-platform system for recording and retrieval of audio streams. The project currently supports VoIP and sound device based capture. Recordings metadata can be stored in any mainstream database. Retrieval of captured sessions is web based | v1.2 |
| VSLogger | Versadial Solutions | Windows | Closed | VoIP/Analog/Digital/SIP (TRUNK)/Active VOIP | VS Logger call recording software allows you to record unlimited analog, digital, T1/E1, ISDN or VoIP lines. Access your recordings from any PC on your network, over the Internet, in a web browser, wirelessly via PDA, or over the phone. | v4.0 |
| SmartRecord | CTI Group (Holdings) Inc. | Windows | Closed | VoIP/Analog/Digital/SIP (TRUNK)/Active VOIP | This multi-tenant, predominantly hosted recording product provides recording capabilities to the majority of hosted PBX operators worldwide. One of the first recording products to integrate in a carrier grade IMS environment, the product not only delivers hosted recording capabilities, but also multi-tenant speech analytics, call evaluation, and screen recording facilities. | v4.0 |
| Call Trunk | Call Trunk Holdings Ltd | Web Browser, iOS, Android, BlackBerry | Closed | VoIP/Analog/Digital | Call Trunk's applications are interfaces to a cloud-based service that records conversations between any two telephones, stores the recordings, and makes them accessible via a web portal. | Different for each device |
| MiaRec | MiaRec, LLC | Windows | Closed | VoIP | MiaRec is an enterprise-level solution for recording calls inside IP-based telephony network. MiaRec is based on the innovative packet sniffing technology that allows it to be considerably less expensive than analog-based recording systems. | v3.1 |
| CommsOffice Voice | CommSoft RMS, LLC | Windows | Closed | Analog/Digital/SIP/VoIP | CommsOffice Voice is a PC/Server based Call Recorder with unlimited client software. It is part of the CommsOffice family of telephony applications and is compatible with most telephone systems. | V7.1 |
