VoIP Call Recording Services

The Velocity Networks call recording service offers the business user and call center manager a variety of call recording features, based upon real world customer needs. The Velocity call recording technology eliminate costly network changes or the deployment of multiple premised-based recorders by acting as a central recording device within the network.

Call Recorder Features

• Dashboard – Summarized recorded calls are displayed on the landing page dashboard. This offers the user a useful overview of all their recorded call traffic as well as important system statistics.
• Calls in Progress – Users have the ability to monitor calls in progress. This feature is particularly useful for training, order verification, client time-logging or when unusual usage has been detected.
• Recorded Calls – Recorded calls are displayed in an easy to use browser-based interface.

• Comments - Users have the ability to place text comments on specific calls. This is useful in situations where a reference number, case number or name must be associated with recorded calls. This is a searchable field.
• Annotation – Users have the ability to playback calls and place markers in the call with text comments as well as to upload documents associated with a particular recorded call. When reviewing a call, the user can go straight to the comments that need to be reviewed.
• Categories - Categories allow the user to create their own user-defined categories and associate them with recorded calls. Critical for associating marketing campaigns and in contact center situations. This is a searchable field.

• Alerts – Alerts provide the customer e-mail notifications based upon the user’s unique needs based upon attributes of the recorded call. This is valuable in cases where a user needs to receive a notification for emergency and security situations. The user is alerted as soon as a call is initiated.

• Non-proprietary Media Player – with the Velocity VoIP Call Recording service, recordings are accessible by standard media players such as Windows Media Player® or Quicktime®.
• Customized Call Recording – The user is able to determine which calls they want to record by setting recording preferences for each extension. For example, record only those calls concerning particular telephone or account numbers, or from certain stations, or during certain times or shifts or on particular days of the week.
• Call Archival – The user is able to save calls using either multi-select and download functionality or by using an FTP client to save the call to their system.
• Permission Based Access – User administrators have the ability to create system users with limited access to calls based upon the call extension. This allows the call center manager access to only their team’s calls. All other calls are inaccessible based on permissions. Privacy and efficiency are both ensured.

For further assistance or to start your VoIP Call Recorder solution and/or Call Center Recording service, please contact a Velocity Networks sales representative at 1-800-626-6515 or by clicking here.