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Call Recording

IP Office Preferred Edition and VoiceMail Pro also offer call recording services that allow the automatic/manual recording of calls for a variety of applications, such as for training purposes or to monitor abusive callers.  As standard, 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 ContactStore for IP Office.

The system administrator can select whether all calls are required to be automatically recorded or just a selection of calls. Alternatively, calls can be manually selected for recording. If for any reasons resources are not available then a recording may not be taken (for example all voicemail ports are busy).

VoiceMail Pro provides a number of methods for triggering the recording of a call.

Most of the settings and controls for automatic voice recording are accessed through the IP Office Manager application. The proportion of incoming and/or outgoing calls that should be recorded and the time-period during which Voice Recording should operate can be selected.

User Recording
The calls to and/or from a particular user can be automatically recorded. By default the recordings are placed in the user's mailbox
Hunt Group Recording
The calls to a particular hunt group can be automatically recorded. By default the recordings are placed in the hunt group's mailbox, but there is the ability to select a target mailbox made for or on behalf of a subscriber.
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.
Caller ID Recording
Account codes can be assigned to a call by Caller ID matching. This allows recording to be based on a Caller ID match.
Time Profiles
For each user, hunt group and/or account code, an IP Office time profile can be used to determine when auto-recording is used.
Incoming Call Routes
Incoming Call Routes can trigger automatic call recording.

Note: It is possible for several recordings to be made of the same call.  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.

Call recording uses the conference facility and so is subject to the conference restrictions of the 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.

© 2010 AVAYA
15-601041 Issue 20.f.-
18:15, 25 February 2010
(callrecording.htm)

Performance figures, data and operation quoted in this document are typical and must be specifically confirmed in writing by Avaya before they become applicable to any particular order or contract. The company reserves the right to make alterations or amendments at its own discretion. The publication of information in this document does not imply freedom from patent or any other protective rights of Avaya or others.

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Last Modified: 11/01/2010