Call recording

Is it worth to use call recording? When and what for? How does the integrated call recording offered in the Platan systems work?

Do I need call recording?

You may ask yourself whether you need call recording and what call recording system would be the best for you. To answer these questions consider the issues below. If:

  • you want to improve qualifications of your staff dealing with customers and contractors by phone;
  • you value  high  quality  customer service and need a call surveillance tool;
  • it sometimes happens that you need to settle disputes with your customers and call recordings would be useful;
  • there are many concurrent calls that you would like to record;
  • you want to find quickly a specific call among the recordings, following its route (transfers to other people, consultations) if necessary;
  • you would like to save selected calls on a local disc;
  • you want different people (department managers for instance) to have access to the recordings of their subordonates' calls; some of them to listen to only their own calls or the administrator to have no access to the recordings at all;
  • your employees use different class computers, with various operating systems' versions and you'd prefer to avoid the setup of any applications for listening to the recorded calls and the troublesome updates later on;
  • you're interested in a secure and competitively priced solution

use integrated call recording in Libra PBX Server and Proxima IP PBX Server together with Agent 003 app. for recorded calls browsing and listening to. Agent 003 in Libra and Proxima is designed for special tasks - it will ensure the security of your business.

Recording of calls held by selected users in Proxima IP PBX Server or Libra PBX Server, and their listening and downloading by authorised persons in the Agent 003 app

Recording of calls held by selected users in Proxima IP PBX Server or Libra PBX Server,
and their listening and downloading by authorised persons in the Agent 003 app

A simplified call recording is offered in small Prima IP PBX / Prima nano IP PBX and supported by the Agent 001 app. More information on Agent - call recording page.

How does it work?

You can record outgoing, incoming and internal calls of some or all employees, depending on the specifics of the business – multichannel recording allows you to save up to 32 telephone conversations held at the same time. The persons whose conversations are recorded may be informed about it with an  announcement

Recordings are saved on the hard drive of the Platan Application Server, from which they can be streamed through the Agent 003 app available from the web browser, without the need to install additional software on any operating system.

You can easily find the desired recording by tracking call paths (transferring, consultations), using filters based on date and time, phrase, length or type of call.

You can always download the recording and save it on a local drive. This will facilitate the analysis and review of a particular conversation and make it possible to send it to a given employee, for example the one that does not have access to recordings of their own conversations.

Give access to recordings to individual employees, so that some people could have access to only their own conversations, while superiors could have access to conversations held by their subordinates.

In order to archive the recordings from one or many Agent 003 servers the Archiver app. can be used.

 Elements of call recording system in Libra PBX Server / Proxima IP PBX Server

Elements of call recording system
in Libra PBX Server / Proxima IP PBX Server

Recordings archiving - Archiver app.

The Archiver app. is used to create automatic copies of recordings, to download the recorded calls from one or many locations and to save them on the indicated hard disc.

It supports the Agent 003 app. used for handling the calls recorded in Libra PBX Server and Proxima / Proxima plus IP PBX Servers. The files are saved in wave open format.

Archiving of recordings from many Agent 003 servers on one post
Archiving of recordings from many Agent 003 servers on one post

The Archiver app. connects with Agent 003 server through an Archiver type account (it requires a separate licence for a given Agent 003 server).

The recordings downloaded from Agent 003 server are saved in automatically created folders ( year_month/day format), and the file names clearly identify the recorded call. For safety reasons the access to the list of recordings and the recorded files can be separated.

The Archiver app. supports the Agent003 app. since ver. 1.00.29.

Window of Archiver app - used for archiving recordings from one or many Agent 003 servers
Window of Archiver app -
used for archiving recordings from one or many Agent 003 servers

Are the recorded calls save?

Confidentiality and security of calls are ensured by the recording encryption in Agent 003 Server installed on linux-based Platan Application Serrver. It provides stability of operation independent of user's other resources and space for many hours of recordings.

Recordings can be listened to only by authorised persons - even the direct access to the files saved on the Server will not permit an unauthorised listening. The management and call recording listening have been separated:

  • Administrator configures the systems, creates and manages users' accounts, does not have access to the listening of the recorded calls,
  • Supervisor can listen to the recorded calls of numerous users defined by the Administrator,
  • Client can listen to the calls of one user, defined by the Administrator, e.g. their own calls. 

There is also no possibility of deleting a recording, so no one can remove any "unfavourable" conversation. Both Supervisor and Client may have permission for recordings' downloading and saving on a local disc.

For more information about security issues in Platan PBX systems see Security page.

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