There are some who might say that ‘Murphy’s Law’ was written specifically for Call Recording installations and there are others who would say that Murphy was far too much of an optimist. One thing is certain though; the correct installation and implementation of a call recording system can be far more complex than many people expect.
Our new column, the Project Manager’s Casebook, is written to help our readers by warning them about some of the pitfalls that are just waiting for the unwary, and tips on how to avoid them. To kick-start this new feature, we welcome you to the joys of:-
Attention to detail is a vital component when installing a recorder and this is one of the most important details. Setting up correct channel mapping with 100% accuracy will make the difference between finding specific calls and not finding them, it’s as simple as that.
Here’s why there is no margin for error…
When you record on an ‘extension-side’ basis, each recording channel on the recorder is associated with a phone, so finding a call based by date, time and channel is fast and easy as each channel represents an extension.
When you turn this to a ‘trunk-side’ solution (where calls from or to an extension can appear randomly on any trunk line) finding calls becomes extremely difficult. As each recording channel is associated with a trunk line, searching by channel is no longer appropriate because the call could be on any of the trunk lines. Therefore, you need some additional integration to CDR (Call Detail Record) or CTI (Computer Telephony Integration) information to provide the recorder with information as to which trunk line the call was routed through.
This is where the ‘mapping table’ is extremely important as each trunk line becomes associated with a recording channel using a unique ‘trunk ID’. If the mapping table is incorrect, then the information received from the CDR or CTI feed will make no sense, and finding a specific call once again becomes an extremely difficult or near impossible task. Where there is only very small traffic flow, a call can still be identified and retrieved but where the traffic flow is larger with multiple E1trunk pipes, the task is about as successful as trying to find the proverbial needle in a haystack.
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If you want to find out more about how we can support your call recording technology, feel free to contact us: 0800 458 2988, [email protected]