ORECX CALL RECORDING BLOG

Selecting a call recording solution for your business's needs typically involves reviewing several recording products that do a lot of the same things. All of these products will all allow you to:

• Record 100% of calls or just a subset of calls
• Record on-demand
• Search for calls based on certain criteria
• Achieve compliance recording with regulations (PCI, HIPAA, GDPR, MiFID II, etc.)

The list of common features among recording platforms goes on. These are merely a few basic functions you should absolutely require with your recording solution. While these common features will meet a firm's basic recording needs, we rarely/never see a firm whose recording needs are just basic.

Your needs are unique, and therefore, you should expect more from your recording solution. As part of your search for a recording platform, be sure to get beyond all the common basic features and get to the points that are important to you. Our experience tells us that, among other things, you should also expect the following from your recording platform:

• More security of your voice data, including OWASP Level 2 security
• More flexibility and more access to your voice data
  • The ability to leverage voice data with other enterprise data and not have the data locked away in a proprietary recording file format
  • The ability to customize your voice data/speech analytics and leverage the best speech analytics platform for your needs
• REST API (with access to the ENTIRE platform)
• More versatility around your deployment strategy - choose your  preferred hardware, operating system (Linux or Windows) and database, as well as the ability to export recordings in open file formats
• Quick deployment methodology that will have you up and recording in a few minutes, not weeks (or months in some cases)

Making sure these points are covered as part of your search for a recording platform will give you peace of mind that your recording solution offers the security and flexibility that will allow you to meet both your current and future recording requirements.

Questions to Ask Recording Vendors

• Is the solution designed to address my specific industry and regulatory requirements?
• How long have you been in business?
• Who are some of your similar customers?
• What makes your business/solution unique?
• What is your innovation roadmap?
• What features come with the product and which are add-ons?

Companies record calls for a several reasons – Regulatory Compliance, Improve Agent Performance, Improve Customer Satisfaction, Dispute Resolution. The growing number of use cases for call recording has companies expanding their use to more and more departments, and in some cases, throughout their entire organization. With this expansion, companies are looking for a more efficient, scalable and cost-effective way to record calls - SIPREC is the answer. 

Session Initiation Protocol Recording, (SIPREC) was created by the IETF (Internet Engineering Task Force) as a framework for session border controller (SBC) and call recording vendors to use when establishing an active recording session and reporting the metadata of that session.

According to IETF:

The Session Recording Protocol (SIPREC) working group was chartered to define a SIP-based protocol for controlling a session (media) recorder.

Session recording is a critical requirement in many business communications environments such as call centers and financial trading floors. In some of these environments, all calls must be recorded for regulatory and compliance reasons. In others, calls may be recorded for quality control, business analytics, or consumer protection. Recording is typically done by sending a copy of the media to the recording devices. The working group determined requirements and produced a specification for a protocol that manages delivery of media from an end-point that originates media, or that has access to it, to a recording device. This standard protocol – SIPREC – reduces the complexity and cost of providing such recording services. 

There are two key components of SIPREC interactions:

• Avaya, Cisco, Broadsoft, Metaswitch, Ribbon/Genband, Oracle, Sonus are some of the telephony platforms that support SIPREC.

2. Session Recording Server (SRS) – a call recording platform

• OrecX is the most widely used SIPREC call recorder.

SIPREC interacts between the SRC & SRS. The SRC establishes the recording session with the SRS and passes the media streams and the metadata to the SRS. SIPREC has several deployment models (Enterprise, Service Provider, Cloud - all supported by OrecX). The basic SIPREC call flow is seen in the diagram below:

Benefits of SIPREC:

• Highly efficient (configure only the traffic you need to record, not the entire VLAN)
• Extremely scalable (thousands of concurrent calls on a single server)
• Auto-provisioning of users (much easier to administrate)
• Lower cost of ownership

OrecX has deployed SIPREC to over 300 clients, with some exceeding 100,000 recordable users.

Contact OrecX today if you are considering SIPREC or want more information on SIPREC.