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Contributor

Voice Recording on CCM?????

Anyone use 3rd Party equipment or software to record conversation on CCM????

Is there any software can do CDR, but also can do recording??? Just curious!!! What we are looking for is CDR system (because CAR is not user friendly and robust) and voice recording between customers and our sales people.

Thanks

8 REPLIES 8
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Hall of Fame Master

CDR does not provide recording, it is Call Detail Report, used for call accounting purposes. In order to record voip voice conversation you need to sniff a switchport. Do you have a call center that you need to monitor agents in? Word of advice check your state call recording law to make sure you are compliant and don't get sued!

If you have IPCC Express you can purchase VoIP monitoring. There are other vendors such as Witness, NICE, eTalk.

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Beginner

Converged Software offers the VoiceWarehouse call recording product. This solution is JTAPI-based and integrates with CTI ports. This type of configuration is ideal for quickly providing network-wide access to on-demand recording of conference/standard calls and dictation. Unlike solutions geared towards high volume call center recording which require complicated SPAN port configuration, the VoiceWarehouse can be installed by a CallManager administrator in about an hour on an available server meeting minimum specifications (http://www.convergedsoftware.com/vw_eval.jsp).

This solution is offered at some of the best prices in the industry. It's also one of the easiest to use. When a recording is made an e-mail is sent providing a link to a user's personal inbox in the VoiceWarehouse web application. The user can then annotate the recording and control playback on their IP phone via a web interface.

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Beginner
Beginner

corvero produces an ntegration for CCM. It is a god recording solution with several options and pricing structure to fit.

Jeff

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Beginner

I know this response is probably a bit late, but Witness (www.witness.com) has a decent recorder for CM.

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Explorer

jolo07310,

Can you tell us more about what you don't like about CAR? We're currently considering Cisco IPT and CAR/CDR is important to us. It sounds like you're so unhappy with it that you're willing to buy an external app to perform the same functions.

Thanks,

John

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If you are looking at an all Cisco shop, then IPCC Express Enhanced might be a good option (Premium also supports recording). You can Monitor calls, Silent monitoring, as well as record calls.

Sankar Nair
UC Solutions Architect
Pacific Northwest | CDW
CCIE Collaboration #17135 Emeritus
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Beginner

We use Witness Voice recording and softex for call detail records/Billing.

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Beginner

Hi, There is a product called Witness which does voice recording but not reporting.

Hope this helps.

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