Call Monitoring and Recording

[alycera]

Hi Folks,

I have a customer who would like to silently monitor incoming calls for quality control AND record them. He's even talked about having the calls recorded unattended and then saved for later review. I've not done this before.

I previously proposed a new MICS with a CP150 for this customer. Now this issue has arisen and I'm not sure how to respond.

I looked back through old posts and found a thread started by "curlycord" in May of '03 about monitoring and recording for quality control. It looked like the jury was out on that issue back then.

Does anyone know have any experience with this functionality since then? If a different VM unit will do this, he may go for it. Any advice would be appreciated.

 

[bkrike]

The Nortel’s don’t have great recording function out of the box. The silent monitor is for hunt groups, which limits your ability to do service observation unless you have implemented call center. I don’t think you can record while monitoring using call center. You may want to look at aftermarket products like those offered by Algo solutions (aux box.) Especially if they want to record while not being there, which would require some type of voice actuation. On a side note: recording unobserved calls of which you are not a party may be illegal.

 

[FletcherP]

Systems are available to log all calls and record all calls 24/7. Monitoring stations (real time) from a PC is also part of logging systems. Auto archive to DVD is nice and wave file conversion for Email is also built in. Based on how many ports (stations) you wish to record and what kind of business the customer is in (call center, police, alarm ctr, etc..) you will possibly spend about 250.00 to 400.00 per port for initial hardware and software for 1st rate system setup. PC based and station side recording. As a warning you will need to have all persons on system, to sign a employment form relating to training and recording.

 

[jerryreeve]

Here are three recorders that are out there. alternatively and actually cheaper would be trunk recording of all trunks with one of the Digital recorders.

http://www.sandman.com/wizard.html

NT DIGITAL OPTION MANAGER™

Got another device for recording up to 4 stations.

Http://www.dees.com/html/MRI320.html

DEES Model MRI-320.

http://www.voicegate.net

----------------------------
JerryReeve
Communications Systems Int'l
com-sys.com

 

[alycera]

These are some excellent suggestions. The timing was great! I just spoke with him this morning and he's wanting to get a firmer feel for what's out there. I'll contact the suppliers shown above. Hey FletcherP -- Are your comments related to a specific hardware solution? If so, please post a link.

FYI -- This is a doctor's office and he's apparently had some issues with quality treatment of his patients. He's looking to spot monitor and to record to an archive in case action needs to be taken.

I'm going to pass along the warnings about making sure the employees know about the recording. I'll also make sure that he knows the AA needs to include such a notification up front for the callers.

Hmmm -- I'll be there are some interesting HIPAA implications, eh? I'm just the phone guy. I'll make sure he's aware of all these items and get him to sign something that I've noted these and that he takes full responsibility. Sounds a little scary right now . . .

Thanks folks!