 The saleHow the Telephone Voice Recorder is sold, can have a very large impact on the customers final expectation and satisfaction. If in you are in any doubt when selling call recording , please contact us, for a specific answer to your question, or if for some reason we can not do this, we can at least give you some guide lines of any particular pitfalls you may need to avoid.
Some general things to remember:-
Not all of the features on the specification sheet are available on all types of installation. Some features are specifically be available to Analogue / Digital, or Trunk / Extension side connections.
Things like CLI and Dialled Number are only available where the recorder is able to decode this information accurately. One reason why it may not be able to decode this information is because of the method of connection between the recorder and the item that requires recording, other times it is because the information simply is not available. As a very general rule, if connected on the Trunk side of the PBX, this information is usually available, but when on the Extension side, it is rare to have access to this, unless it is connected to a very specific list of phone system. Even then it can depend on the phone systems configuration.
When we are recording Extension side, the extension number associated with the call recording, is generally 100% accurate as each recording port will be associated with a physical extension. This may not be the case, if the PBX is using Call Center software, and the Agents log on to the phones.
When recording Trunk side, the extension matching will not be 100% correct. To enable us to place an extension number with the call recording, we will require the SMDR (Call Logging) interface of the PBX to be enabled and made available to the Call Recorder. Using this decoded Call Logging information, we try to match it to the Call Recordings. Several factors including the PBX, number of trunks, whether we are recording all the trunks, quantity of calls, and the average duration of the calls can have a very large impact on the accuracy of placing the correct Extension number against the recorded call. On some PBX’s extension matching may not be possible at all. For these reasons, if the Customers requirements are to find calls very accurately via only the extension number, it is better for them to use a Call Logger to search for that specific extension’s calls, and then using the extra information gained from the Call Logger, like Time and Date of the call, the Direction, incoming or outgoing, and Phone Number details, use these to search on the Call Recorder.
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 The Pre-InstallationI genuinely believe and strictly adhere to the fact that in order to properly and smoothly install any Call Recording product, some time before the proposed installation date, a short meeting will need to takes place between the users/purchasers and the actual person installing the system.
This enables the installer to see the site and proposed installation location, making sure it is suitable. It is also important that both the purchased system, and proposed installation location will fit in with the customers expected requirements. With the information gained during the meeting, both the Customer and the Installer can plan the installation, making sure everyone gets the most form the actual installation date
During the Pre-Installation meeting, things that will be discussed include, but are not restricted to the following:-
How the recording system is physically being connected.
Connection leads, and other hardware may need to be purchased, assembled and installed in advance in order to keep telephone down time a minimum and make the installation neat and reliable.
Confirming there is physically some where to locate the equipment. Taking into account how it is to be accessed, used, and connected.
How often and how the Customer will use the system. This can have an impact on where and how it is installed.
The impact of connecting the Call Recorder to their IT network.
Virus checkers.
Network traffic.
Network Admin/connection requirements.
Informing their callers and letting their staff know the impact it may have on them.
Discussing the backup procedures, and giving them the information that allows them to acquire/implement the chosen system before the installation day.
Giving them the information to work out who will need training on what parts of the system, and making sure that they are available to be trained.
Once the Pre-Installation has taken place, there is a chance for the Seller, Installer and User to resolve any issues prior to the installation going ahead, allowing for a far smoother and efficient installation. Based on my experiences, it may be necessary for thing like those listed below to take place after the Pre-Install.
The cust may need to carry out the following:-
Purchase / arrange for equipment to house the system.
Arrange for Power Connectors to be available
Arrange for Network Connections to be available, and if they use outside IT, get the necessary information for connection.
Purchase / arrange facilities for the system to backup the recording too,
Purchase / arranged equipment for local playback, (Headphones, Speakers)
The Seller may need to carry out the following:-
Arrange for cables to be re-routed to more convenient connection locations,
Locate and mark up physical connection locations,
Install / configure SMDR Modules/outputs,
During the time between the Pre-Installation and the actual installation date, the installer can make sure the system, and any extra parts required are assembled and tested.
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