Provide an audit trail of what was said for future review
Call Recording provides the flexibility to record calls made using a mobile phone. Recordings can be stored and recalled for reference at any time, without the need to purchase and house expensive on-site recording equipment. Use of Call Recording provides peace of mind and enhances understanding of the customer experience. Call recordings can be used to help identify staff training needs, to reduce the risk of misinterpreting information and to help resolve disputes on a fair basis.
Call Recording allows the PMN administrator to record and store all incoming and outgoing calls, both internal and external without the need for costly and specific call recording hardware. Control of which users and which calls are recorded is integrated within PMN Admin. As with PMN all functionality is delivered wholly in software utilising a unique architecture that allows PMN to overlay applications onto the private network, of which call recording is one such application.
Any call delivered to the PMN MSC (Mobile Switching Centre) will automatically be routed through the call recording application prior to delivery to the intended recipient. In the case of an inbound call from an external source the call recording application intercepts the call and then delivers it into the MSC.
The user does not need to initiate the recording in any way and recording will cease as soon as the call is terminated.
Recorded calls (sampled at 8kB/s) are then stored locally and accessed directly from the stored location. At the point of recording the application holds additional call information against the file which can be displayed in the file information columns within Windows Explorer for ease of sorting and display.
Simple addition to the 2G GSM and 3G UMTS products to allow Call Recording:
- Automatically record all incoming and outgoing calls
- Recordings locally stored
- Simple interface for file retrieval
- Select which users are recorded
- No software to install on the device