Voice recording with SIP end devices

Transcription

1 White Paper Voice recording with SIP end devices Just as for call centers, calls with banks need to be recorded in order to give the possibility to listen to the specific calls at a later time again. The different solutions for voice recording are described in this paper. Furthermore you can see what will come in the future. A white paper issued by: Siemens Enterprise Communications Siemens Enterprise Communications GmbH & Co. KG 2007, All rights reserved

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3 Voice recording with SIP end devices Introduction Just as for call centers, calls with banks need to be recorded in order to give the possibility to listen to the specific calls at a later time again. Key reasons for telephony recording include reducing liability (i.e. to easily resolve disputes), improving quality (errors can be easily detected), increasing security (inappropriate calls can be easily detected), improving training (by reviewing the calls) and finally for supporting sales and marketing departments (e.g. to check why marketing campaigns are working). The most common voice recording suppliers are Nice, Versadial, ASC, Verint, etc. ASC is currently certified as HiPath Ready together with the HiPath 8000 (and with the HiPath 3000, 4000 as well, but these are not relevant in the SIP environment). The 1 st project is running at Fiducia site in active mode; and another project is running at BTV in passive mode. Versadial is interworking with HiPath TDM Products. It also offers SIP specific products, but there are currently no plans for Siemens HiPath 8000 with regard to Versadial. First contacts have been established with Nice. The premium partner for voice recording in general for Siemens Enterprise Communications GmbH is Verint. You can record calls locally or centrally. Within LAN infrastructures, several solutions exist to perform telephony recording: (1) calls can be recorded locally via the recorder interface based on a USB connection (2) calls are recorded at a central location - initiated directly on the phone and mirrored there (active recording) - mirrored on the LAN switch (passive recording) Active recording Active recording is initiated on the phone. Active recording is realized via a 3 rd leg on the end device which mirrors the traffic between A- party and B-party to the voice recorder. To do so it is necessary that the phone number of the voice recorder is configured within the admin menu for the recording parameters of the phone. By doing so the 3 rd leg is always occupied; i.e. local conference, consultation, etc. is not possible. It is possible to configure the SIP phone to either record all calls automatically (2 nd quarter 2007) or, initiated by the user, on demand. Furthermore, a message can be sent out to the other party to inform about the recording. Another important aspect is that there must be an announcement that the call is recorded. To do so, the customer has the possibility to make announcements via a media gateway about a possible recording situation when establishing the call. This solution is in the field together with ASC.

4 Solution for active recording Passive recording Passive recording is realized via layer 2- switches which mirror the RTP traffic to the voice recorder. Another option to record calls within a system is via passive recording. Within this scenario all calls are mirrored on the layer2-switch and sent via this connection to the voice recorder. For doing so, it is necessary to configure the LAN-switch to mirror the traffic to the voice recorder. The advantage here is that voice recording is also possible for 3-way conferences, consultation, etc. These features can still be used even if the call is recorded. The disadvantage is that it is not possible to record encrypted calls. It should be considered to mirror only the necessary ports on the LAN switch to avoid too much traffic due to mirroring. This solution is in the field together with ASC:

5 Solution for passive recording Passive recording with a call center application has just been tested successfully in a lab with Verint and Genesys. (Verint calls it VoIP interception). Here only calls which are initiated by the call center application are recorded. You can see the configuration in the following figure:

6 Solution for passive recording with call center application Outlook As soon as XML is released for the OpenStage, it will be possible to have a direct interface between the phone and the voice recorder via XML. This can be used to e.g. listen to a specific recorded call. Further information If you want to know more about the features together with ASC, look at and for the Siemens integration you can look at If you want to know more about the features together with Verint, look at

7 Abbreviations CSTA Computer Supported Telecommunications Applications IP Internet Protocol LAN Local Area Network RFP Request for Purpose RFI Request for Information RTP Real Time Protocol SIP Session Initiation Protocol VoIP Voice over IP XML Extended MarkUp Language

8 All rights reserved. All trademarks used are owned by Siemens Enterprise Communications or their respective owners. Siemens Enterprise Communications GmbH & Co. KG Siemens Enterprise Communications GmbH & Co. KG Hofmannstraße 51 D München