An average person thinks that call recording is something that only multinational corporations or law enforcement agencies use. This was generally true for PSTN lines, which require hardware and software for call recording, as well as legal consent.
In several countries, it is illegal to wiretap private entities. In fact, law enforcement can take a harsh opinion on anyone who does, even if that person is simply using it for a prank or other harmless purposes.
Is it possible to record VoIP phone calls?
Since the majority of companies turn to VoIP telephone technology, many people wonder if VoIP phone calls can be recorded. In fact, there are two possible answers to this question, depending on the point of view required:
- First, recording calls with VoIP is technically not very difficult as it is only digital packets transmitted over the Internet. The majority of VoIP service providers offer a few types of VoIP call recording features, whether included for free or at additional cost.
- Second, is the perspective of privacy and legal considerations. Several countries may have different legislation that oversees who can record calls, when, and whether the other party’s consent is required. For example, few countries prohibit people from recording phone calls under any circumstances, while organizations can do so under certain guidelines. In others, both organizations and individuals can record phone calls if each person supported is informed that they are recorded.
Sometimes the laws can even be different within the same nation. For example, in the United States, many states operate under a “party consent” law that states that phone calls can be recorded if you are a party to the call. While in other states, each party to the appeal must give consent before hosted call recording can progress. It’s best to remember the difference between whether you can record phone calls or whether you have to.
Reasons to record VoIP phone calls
Generally, for people, recording VoIP phone calls is not a daily requirement, however, it is something that is required perhaps several times a year. Professionals may need to record calls, especially if they frequently interview people over the phone for new reports, post podcasts, work as publicists, etc. for companies, the aim of VoIP call recording can be extremely different and necessary on a daily basis.
Businesses may have to record phone calls in order to review customer service representatives’ interactions with customers in order to improve quality, train new employees, and evaluate workers. They might have to comply with regulatory and legal requirements, especially if the company is involved in legal action.
As well, professional call recording is useful for keeping track of all interactions with distributors, suppliers, major customers and partners. Gradually, security has become the main reason for recording VoIP phone calls.
Often, companies are violated by the information available during conversations with their employees through unauthorized users. In addition, organizations fear losing their confidential contracts, data or revenue due to information leaks, accidentally or intentionally.
How can you record VoIP phone calls?
There are actually two ways to record VoIP phone calls, commonly referred to as active and passive recording. Passive call recording occurs when digital packets are retrieved using a packet detection tool. While active call recording occurs when the provider’s software becomes a part of the conversation while listening. The majority of providers offer some sort of active call recording solution for businesses.
Typically, recording VoIP phone calls does not require special hardware or even special software. This is a feature that is built into any application offered by the vendor or third party customer. Just activate the settings or just press a button in the software.
VoIP service providers offer fine control over who can record VoIP calls, under what conditions, and whether to include a voiceover that informs each party of the call recording. Sometimes organizations may want to activate hosted PBX call recording functionality for everyone in a department or just for specific individuals.
The settings can even be changed individually or by phone call, which does not interfere with the overall setting. After the phone call is recorded, it can be saved as an audio file, then stored or archived, and later played back as a music file.
Interesting related article: “What is compliance?” “