SIPREC Call Recording

ENTERPRISE EYE-OPENER: SIPREC RECORDING

Session Initiation Protocol Session Recording Protocol (SIPREC) is the proposed telecommunications protocol the Internet Engineering Taskforce (IETF) is considering for adoption to become an industry standard for call recording.

SIPREC recording utilizes your Session Border Controller to allow a recording device to be invited into the call for recording purposes, and at the same time send the call to your phone system as normal

SIPREC has immense potential for greater efficiencies and robust cost savings for contact centers because it enables active recording of customer interactions  with more flexibility and a smaller IT footprint.

Many enterprises are choosing to move to a SIPREC call recording methodology, as the benefits are very easy to recognize:

BENEFITS OF SIPREC:

  • Highly efficient
  • Extremely scalable
  • Low cost of ownership
  • Easy to administer
  • Call recordings are reliably collected to a central server
  • Simplifies implementation through more flexible recording
  • Enables recording scaling to thousands of concurrent sessions

SIPREC recording requires an SBC (Session Border Controller) which is compatible with the SIPREC protocol..

SUPPORTED Session Border Controllers:
Broadsoft
Acme Packet/Oracle
Sonus
AudioCodes
Avaya SIPREC

PRECAUTIONS OF SIPREC:
– does not currently support internal extension-to-extension call recording, prompts or beep tones.
– Many PBX’s do not use SIP end-to-end so session metadata cannot be referred from an endpoint and sent back to a user agent or session recording server.
– CTI and user-to-user data are needed to tie call sessions from a recording client to the metadata from the PBX.

 

 

 

What Our Customers Are Saying...

A healthcare facility in the mideast US installed Virtual Observer a few years back as part of a call recording and quality assurance initiative:
“We monitor all incoming and outgoing calls for 40 agents. By recording all calls and auditing data and productivity reports for each team, individual registrar and nurse managers can determine how to reduce hold times, transfer fewer calls and provide more callers with what they need with just one call. This tool also improves management’s ability to train and coach staff to enhance the customer experience. The call center uses internally designed evaluation templates to measure quality, accuracy and completeness of contact with families.”