Call Recording is the ability to record calls from your Avaya IP 500 pabx (find out more about this system) and listen to them at a later stage. With the Avaya call recording you can easily store, forward, retrieve and listen to your selected staff calls whenever you want. Call recording is not just for capturing voice verification for future evidence like stockbrokers do. Call recording is an incredible training tool for staff so they can hear fits hand what they sound like and how other staff are dealing with customers.
These call recordings can be directed to the called extension’s voicemail box or to any other mailbox for later retrieval. Alternatively, recordings can be stored in a central database for retrieval through a Web based browser by using Contact Store for Avaya IP Office.
An option also allows administrators to detect a tampered recording to avoid any abuse of recordings. This is available for recordings in a voicemail box as well as the central database of Avaya Contact Store as well.
With the Avaya IP Office you must have the preferred edition software as call recording requires Voicemail Pro. This requires an additional licence key for a fee. To keep all recordings in a central repository requires the optional Avaya Contact Store which also requires an additional licence.
Your own internal IP Office system administrator can select whether all calls are automatically recorded or just a selection of calls for specific staff. Alternatively, calls can be manually selected for recording however this is not as effective as staff may forget to engage the call recording function. If for any reasons the Avaya Voicemail Pro resources are not available then a recording may not be taken (for example all voicemail ports are being used).
Avaya IP Office Voicemail Pro provides a number of methods for triggering call recording .
Most of the settings and controls for automatic voice recording are accessed through the Avaya IP Office Manager application. You can also select the proportion of incoming and/or outgoing calls that should be recorded as well as the time-period during which Voice Recording should operate.
1. User Recording
The calls to and/or from a particular staff extension can be automatically recorded. By default the call recordings are placed in the user’s mailbox however you can have them sent to any other, or combination, of email recipients. The configuration could be set whether on “external” calls only (default) or on “external and internal” calls.
2. Hunt Group Recording
The calls to a particular hunt group (group of extensions like a sales group) can be automatically recorded. By default the call recordings are placed in the hunt group’s mailbox, but there is the ability to select a target mailbox like the sales manager in this example. The configuration could be set whether on “external” calls only (default) or on “external and internal” calls.
3. Account Code Recording
An account code can be applied to a call by the user before it is made. This can be used to trigger recording of outgoing calls. For example, you have a legal firm with customer account codes and predefine that some account codes (or all) will be recorded.
4. Caller ID Recording
Account codes can be assigned to a call by matching the incoming Caller ID (providing that your phone carrier has enabled this for your account and the caller is not blocking their number). This allows recording to be based on a Caller ID match.
5. Time Profiles
For each user, hunt group and/or account code, an Avaya IP Office time profile can be used to determine when auto-recording is used.
6. Incoming Call Routes
Incoming Call Routes can trigger automatic call recording. For example if someone presses 1 for sales it can start to record those calls but not when a caller presses 2 for accounts.
Note: It’s possible for several recordings to be made of the same call depending which settings and rules have been activated for Avaya call recording. For example, if both automatic hunt group recording and automatic user recording are applicable to the same call, separate recordings are produced for both the hunt group and the user. Recording only continues while the party triggering the recording is part of the call, for example:
- Recording triggered by a user stops when that call is transferred to another user.
- Recording triggered by a hunt group continues if the call is transferred to another member of the same group.
- Recordings triggered by an incoming call route last until the call is cleared from the system.
Avaya Call recording uses the conference facility and so is subject to the conference restrictions of the Avaya IP Office system. For some situations, it may be a requirement that call parties are advised that their call is about to be recorded. This is done by switching on the Play Advice on Call Recording option via the Voicemail Pro client. The maximum length of any call recording is 60 minutes.
7. Pause Call-Recording When Required for Security Reasons
This feature allows you to pause call recording for a specific time period. This is typically useful when a client is communicating his/her credit card number with a Customer Service agent.
Leading credit card companies defined standards in the PCI Security Standard Council and one of these standards is not recording credit card numbers given by the customer. This feature allows the Avaya IP Office 500 pbx with call recording activated to comply with such standards.
The IP Officer user can pause call-recording manually via a toggle pause button that can be configured by an administrator through the Button Programming tab of the user configuration. The Pause Recording feature is available with both Centralised and Distributed Preferred Edition.