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Implementing Mobile Call Recording

Implementing Mobile Call Recording

Implementing Mobile Call Recording

When looking at implementing mobile call recording, there are a number of factors which should be taken into consideration. Steps must be taken to ensure your organisation is properly prepared and the correct information should be gathered. If you’re installing on premise, you will need to ensure the correct departments are involved prior to installation.

1. Hosted or On Premise?

An important consideration is whether you have an on premise or hosted solution. Some organisations are required to keep their call recording in house and therefore they must have an on premise solution. Hosted solutions require no on premise servers and can be implemented a lot quicker, although these can incur additional charges if a longer call retention period is required.

2. If an on premise solution is required, does your organisation need any recording resiliency?

A lot of on premise solutions utilise Session Initiation Protocol (SIP) trunks to route a duplicate stream of the mobile call traffic into an organisation. These SIP trunks can be split out to 2 separate locations. This would allow multiple resiliency options for your solution such as N+1 or N+N recording.

3. Involve your IT department

You will need to ensure that your IT department are aware of the requirement to record mobile handsets. They will need to prepare the organisation’s infrastructure to allow mobile call recording to take place. This will include ensuring there is rack space for the recording servers, configuring firewall ports and preparing any remote access if needed.

4. Do you require a virtual system or physical servers?

Because some of the mobile call recording integrations are based on SIP connectivity, they can be hosted in a virtual environment. This has its own benefits for resilience as organisations are able to recover a number of call recording failures in a timely manner. Virtualisation of a system can also keep costs lower as there is no requirement for physical servers onsite. 

5. Testing 1, 2, 3...

Once your solution is installed, your call recording supplier should have a thorough system test procedure to follow. In most cases, a representative from your organisation should be present while this testing is carried out. Once all parties are happy that the system is 100% working, the installed system can be signed off and the installation is complete.