SIP Call Recording

It’s all about the packets.

We’re open to record all flavors of SIP and VoIP call recording,

If you have already invested in a VoIP environment, or even if you are planning your transition to a VoIP system, Virtual Observer is ready to record your VoIP environment and turn your recorded calls into valuable assets.

Virtual Observer’s VoIP recording delivers:

  • 100% call logging
  • Selective Screen Capture
  • Integrated Evaluation & Performance Reporting
  • VO Live Agent Video Monitoring & Supervisor-Agent Chat

How Virtual Observer records VoIP:

  • Native SIP recorder
  • Integration directly with Avaya (CMAPI/DMCC), Cisco (JTAPI/Active Recording) and Shoretel VoIP systems using APIs. This removes the needs for hardware expenses.
  • Packet Sniffing on Avaya, Cisco, Nortel, Mitel, NEC. For the “packet sniffing” methodology,

Virtual Observer uses a Network Appliance loaded with a packet sniffing recording engine to capture voice conversations from a VLAN. The Virtual Observer Network Appliance is a stand-alone MS-Windows Server connected to a QOS (Quality of Service) or SPAN (Switch Port Analyzer) port on a managed switch, such as a CISCO Catalyst. This device works similar to a Network Analyzer in that traffic from all ports on the switch are mirrored to one port, which acts as the SPAN port, and captures and stores the packets. This method is less intrusive to the phone environment and scales well beyond the average failing point of other tap methods. The “SPAN” method of harvesting VoIP conversations will scale up to and beyond 200 channels on a single Pentium 4 computer.

Virtual Observer’s professional support team can also write a custom connector to your IP provider’s software.

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.”