If your business suffers when you can’t record conversations then take some time to think about resiliency. Resiliency isn’t about backing up your recordings or replicating them in network storage; it’s about making sure your voice recording system carries on recording even if part of it fails.
The impact of bugs
Imagine the latest Windows bug creeps into your lone, all-in-one voice recorder and it just decides to reboot itself:
- Any calls in progress immediately stop recording and may be irretrievably corrupted
- While the recorder reboots itself, no calls will be recorded
- Until the bug is eliminated, there’s no telling when this will happen again
Hopefully, you will have a monitoring system in place that will tell you when something like this happens and you can start formulating a plan to discover the cause and eliminate it, but calls are now lost and there’s no getting them back.
Now imagine the same scenario, but your voice recording system has resiliency built into it. Instead of one voice recorder handling all the calls, you have two. If one fails, the other just carries on recording and nothing is lost. There are different configurations for a variety of voice recording systems, but it’s almost always possible to add resiliency.
Consider a different voice recording system; this one has a server to handle the call information from the telephone switch which then tells a separate recorder what to record. Again, you can have multiple recorders in case of a failure, but you can also have an extra call handler linked to the first recording system. This is called clustering and the call handlers share information and will switch over to the second one if there is a problem with the first, so your system can carry on recording. Again, there may be different possibilities depending on your particular flavour of voice recording system.
Larger systems with multiple recorders, multiple telephone switches and a separate database server can also benefit from clustering. In fact, you can even have an entire replication of your system sitting in a data centre just in case something bad happens to the building your system lives in, like a major power failure: this is a disaster recovery site and can also house desks and phones for agents to go to in an emergency.
The cost of resiliency
There are clearly major advantages to continuing to do business in the event of problems, as well as greater flexibility with upgrades, updates and patches but what are the disadvantages of resiliency? Cost is going to be the main one: extra hardware, licensing and administration need to be factored in and these need to be offset against the value of those calls. In dealer trading an unrecorded call can cost millions, but in call centres the cost is probably less so you will need to look at your business calls and weigh up their value.
Resiliency is about continuity and it would be a rare and limiting system that couldn’t be made to bring a little more peace of mind to your working life.