Call recording a Key System Extension.

[thesavo]

I know that call recording has been asked to death on this board, but perhaps mine is different enough to warrant a new thread.

We have a 3300 ICP with a pair of SX 2000 LIGHT cabinets. We are using embedded voicemail.

We are an office with 4 IT staff and ~100 office staff that require IT support .  There have been many complaints that the IT employes and office staff they assist have different ideas of how that support call was resolved. 

Currently the IT helpline rings to a Key system button on all of the IT dept phones. When the key is inuse, new calls go to its own voice mailbox.  My manager has requested that we record all calls to the helpline key.  This key rings on its own.  It is not in any hunt group or ring group.

I understand that as far as outgoing calls, we will have to use the helpline key.  Any inbound calls will just go to voice mail. 

[ralph]

There shouldn't be any reason that you can't add more lines for your IT Help line.
3 lines wouldn't be unusual in this case.
That way you can still use the help line key and have 2 or 3 more for inbound.

Ralph

[thesavo]

Thanks Ralph. That's a good "out" if we start getting complaints of calls going to voice mail.   What mechanism can I use to record the 2-way Audio calls on this Key Line?
I have the feeling that it isn't Record-A-Call.  I thought that was for on demand calling, where we are looking to record the audio of all calls.

[x-man]

You can set record-a -call to automatically record all calls. Beware though it will only record to the length set as maximum message length for the voicemail.

[thesavo]

Is Record-A-Call the only way to record call audio with embedded voice-mail?

[ralph]

For a full blown recording service take a look at Oaisys ( A Mitel Company)


Ralph

[thesavo]

So my options are

• Record-A-Call - drop audio to mailbox Limited to max message length
• 3rd party call recording service.

Many times a support call lasts from 15 minutes to two hours.   Are these the only options?

[sarond]

There is a free Call Recording.

Look at http://oreka.sourceforge.net/

You just need to make sure that Voice Encryption is turned off on the Mitel.
You need to port mirror the handsets you want to record to this 'server'. It is very basic so I'm not sure if it will suit.
I tried it briefly a few years ago, it seems to work ok. (It doesn't support MiTai s you won't get a lot of detail about the call)

Calls will be recorded per IP handset not key system keys though. This may not suit your needs.