3rd Party Remote Call Monitoring Feature

Call recording has evolved greatly since the hardware-based solutions organizations deployed to archive conversations between them and other parties. Since the introduction of soundboards in computers in the 1980s, the evolution has been swift and continues to this day. MiaRec, a global provider of call recording and quality monitoring solutions, just announced the release of an automatic recording option for its recording and quality management software for inbound and outbound calls for the Cisco (News - Alert) Unified Communication platform.

The ability to record a conversation has always been an important tool for organizations in order to abide by regulatory compliances, protect themselves from potential litigation and quality control. With the advent of digital communications, they are now able to perform the recordings with greater efficiency while at the same time extracting valuable insights with analytics.

Software-based solutions, such as the one by MiaRec, provide all of these features and more. The new option of the MiaRec platform has a recording functionality which announces to the customer a pre-recorded message notifying them the call may/will be recorded.  The message can be customized to fit in with the organization's product, service or other requirements.

MiaRec supports different recording methods for Cisco Unified Communications (News - Alert) Manager environment, including active call recording (Built-in-Bridge) and passive call recording (port mirroring). The Cisco Unified Communications Manager does this by establishing SIP trunk to MiaRec recording server and notifies it when a call begins. The Cisco IP phone then relays RTP media directly to the recorder.

The phone can be located in a remote location, which gives organizations centralized management from Cisco CM Administration portal as well as support for geographically distributed environments when phones are located in different networks.

To ensure the customer received the notification, it is recorded into an audio file along with the conversation. If it is needed at a later date to verify any portion of the recording, it can be played along with the notification.

Although call recording notifications are now part of many IVR systems in call centers, it is generally for inbound calls only. The automated MiaRec solution improves on that by allowing outbound call notifications.

"In the past, companies had to switch off recording for outbound call scenarios in order to meet legal requirements," said Gennady Bezko, CEO of MiaRec, Inc. "With MiaRec software solutions, companies can now record any call scenario and stay compliant with recording laws."

Regulatory bodies in industries across many sectors have different conventions to address their specific needs. But a common theme among all of them is keeping records, whether it is text, audio or video. The MiaRec call recording enhancement to its software gives everyone a tool to ensure they properly notify the conversation they are about to record.