VoIP recording

Voice over Internet Protocol (VoIP) recording is a subset of telephone recording or voice logging, first used by call centers and now being used by all types of businesses. There are many reasons for recording VoIP call traffic such as: reducing company vulnerability to lawsuits by maintaining recorded evidence, complying with laws, increasing security, employee training and performance reviews, enhancing employee control and alignment, verifying data, sharing data as well as customer satisfaction and enhancing call center agent morale .

How VoIP recording works

By definition, Voice over IP is audio converted into digital packets and then converted to IP packets. VoIP recording is accomplished either by sniffing the network or by having the packets duplicated and directed to the recorder--Passive Recording or Active Recording, respectively.