Hosted VoIP PBX Call Recording Solution
Main benefits of Vulcan Telecom´s Call Recording solution
Vulcan Telecom offers call recording with Hosted PBX. Sales and customer service departments benefit from the ability to record calls.
Recordings are needed in employee training & monitoring and to ensure call quality & compliance. Your business recordings are secure and centralized in a cloud-based storage facility but you can easily access them via the web.
Vulcan Telecom makes full use of the SIP network architecture.
Vulcan Telecom's platform is geographically redundant
It doesn't matter if you have a handful of customers or thousands
Our pricing system is per seat
Call Recording Solution by Vulcan Telecom
Effective call recording ensures that companies can comply with laws around consent and customer notification, and the recorded data is also useful when disputes arise over things like customer service standards.
An important benefit of call recording is that it can help reduce the risk of litigation.
This is why Vulcan Telecom offers its customers call recording functionality.
What does Vulcan Telecom offer?
Vulcan Telecom automatically provides basic storage for call recordings. We offer storage of your call recordings for up to 30 days, but we make no guarantees as to how long the recorded file will be kept.
That's why at Vulcan Telecom we recommend Amazon S3 storage to our customers for guaranteed call record storage.
This way, Vulcan Telecom can store your phone calls in the S3 bucket you provide.
This is an Amazon Web Services cloud storage solution and will give you noticeably better control as well as the security of storing and backing up your stored calls.
You also have control over the length and retention policies of your recorded phone call data within the Amazon S3 settings.
Of course, this service is not free and requires both a one-time setup fee, which Vulcan Telecom will implement for you, and a monthly fee for the operation of the Amazon S3 storage service.
These fees are charged based on the usage of the service. The amount is made up of two fees.
This is a fee charged separately for each PUT/POST and there is also a fee for the amount of storage used by the stored phone call records.
Each storage of a recorded call, i.e. moving one call to the Amazon S3 platform, represents one PUT/POST request.
However, this cost is not high. It is a payment of $0.005 per 1,000 storage requests.
The storage cost is higher, but here again it is only $0.023 per GB/month. Given the size of a standard voice recording, which is about 0.1 GB per hour of recording, this is still a small cost item given the importance of having a guaranteed stored phone call.
Call Recording Activation
Call recording Activation for all calls in the call queue
Call Recording Activation for individual Users
Call recording at the level of the individual user can be activated by opening the user profile of that user and here selecting "Yes" for "Record user calls" will ensure that all calls made by that user will be recorded.
However, there is one small problem with this setting. This setting will only record calls that go directly through the user. Calls that are delivered directly to the device will not be recorded under this setting. At the same time, calls that are forwarded from one user to another will not be recorded. For example, if user A has recording enabled, but a call is forwarded to him from user B who does not have recording set up, the call is not primarily user A's and the recording set up for user A will not be activated.
Therefore, call recording can also be set up for individual corporate communication devices as shown below.
Call Recording Activation on a User's Device
Call Recording Activation on a Per Call Basis
An alternative to entering codes during a call is to use the active call widget. This can be accessed by logging into your user portal, which will give you access to the widget, which contains buttons to start or stop recording the ongoing call.
Starcodes Applicable to Call Recording
As mentioned in the previous chapter, call recording can be manually activated at any time at your discretion by pressing predefined codes.
There are 4 basic codes predefined in the system to control call recording. These are the star codes: *80, *81, *82, *83.
- Entering the code *80 starts the recording
- Entering code *81 stops the recording
- Entering code *82 pauses the recording
- Entering code *83 resumes recording
Logically, when using manual recording, as opposed to automatic recording, only the part of the call that falls between the use of *80 and *81 is stored. Thus, the entire call is not recorded as in the case of using the automatic setting.
It should also be noted that the *80 and *81 codes can only be used once per call. Once *81 has been entered, i.e. the recording has ended, the call cannot be re-recorded by re-entering *80.
For this reason, there are also codes to pause and resume recording. Entering *82 will pause the recording. it is automatically resumed after one minute unless *83 is entered earlier.
Entering *82 for pause and *83 for resume can be used repeatedly during a call until the recording is terminated by entering *81 or ending the call. A prerequisite for pause and resume to work is, of course, to start recording with *80 or to activate automatic recording. Even in such a setup, it is possible to use pause and resume codes for recording.
If the recording is not terminated using code *81 before the end of the call, the end of the call serves as the end of the recording and the recording will be OK. It will be stored from the *80 entry to the end of the call.
Vulcan Telecom Call Recordings Features
Listening to Call Recordings
These calls can then either be played back in the user portal or downloaded to local storage. For the call that you search for, which you are interested in, you can choose to play it back using the "Listen" button.
The second option is to save this recording as an audio file. You can then dispose of it as you wish, either by playing it back on your computer or phone, or by saving it to any external storage device.
Adding Notes to a Recorded Call
The system therefore allows you to attach text notes to individual phone call records to help us trace back to specific calls. Therefore, after recording a call, it is possible to add a text note to a specific call.
When searching for our recorded call, we can fill in the Disposition, Reason and Notes fields in the "Notes" pop-up window. We can then simply save the completed post-note and return to it later to remind ourselves what the call was about.
We will also see the notes filled in this way if we export the call history, in the Notes column next to the call.