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A call recording service is a commercial enterprise that can record telephone calls for a fee.
For example, a lawyer needing to record conversations with clients, for example, must be able to capture calls from an office telephone system, from a mobile phone, and a home line. Traditionally, this required three recording systems, one PBX-based, one smartphone-based, and one PC-based. These recordings, of course, end up in three different places. Managing this complexity is difficult, expensive, and inefficient. A service approach instead records calls over all three devices and provide convenient access to all recordings.
Until recently, recording a telephone call required special hardware or software. [1] The introduction of Alphabet Google's Android 9 Pie made call recording prohibitively difficult without rooting the phone. [2]
Hardware recording devices are cumbersome and expensive, limiting their use to law enforcement agencies. For this reason, hardware-based is frequently conflated with telephone tapping. In the era of mobile telephony, services that require a device to be in a specific location have little use.
Software-based recording solutions emerged shortly after soundboards were introduced for the personal computer in the late 1980s and on mobile telephones after the release of the first smartphones.
Voice over IP (VoIP) telephony began emerging in the 1990s. In commercial environments VoIP was first used behind corporate PBXes in order to deploy telephones capable of delivering additional computing services. In the consumer environment, VoIP was introduced to allow people to bypass long-distance charges, either allowing callers to communicate directly, or allowing them to connect to local bridges. Telcos deployed IP-based backbones later in order to more efficiently carry long-distance traffic. [3]
The rapid growth of VoIP-based telephony led to the introduction of a plethora of VoIP recording solutions.
Call recording services follow one of three models: calling card, device-based redirect or cloud bridge.
Vendors are quickly moving towards hybrid approaches designed to meet the needs of various communities.
The earliest services used the calling card model, making use of telephony service wholesalers. The caller dials a central number, enters a code or key, and then dial the desired number. The service connects the call and records the interaction. RecordAll is an example of a service built using this model.
The device redirect approach automatically conferences in the recording service into every call.
In 2008 the Financial Services Authority (FSA) in the United Kingdom required regulated financial services firms to record their employees' mobile calls. [4] Due to industry push-back and implementation difficulties, the requirement was delayed until November 2011. [5]
The first cloud-bridge service was introduced in the US in early 2011.
Such services place almost all of the functionality in the cloud, a remote service that stores recordings outside customer premises and makes recordings available over the internet. Calls come from VoIP clients, smartphones, web browsers and applications.
Some services, in particular those supporting VoIP clients, appear to make a direct connection to the destination telephone. Signaling the service to record the call takes place transparently.
Others approaches signal the service to place a call, but do not call into it. Instead, the service calls both the source and destination numbers, bridges them and records the conversation.
Google Voice and Call Trunk are examples. Google Voice requires that subscriber phones be registered with the service, whereas Call Trunk allows any phone to be used at any time. Google Voice allows inbound call recording only; Call Trunk only allows outbound call recording.
Service | Vendor | Model | Supported Source Handsets | Call/Recording Trigger |
---|---|---|---|---|
Call Trunk | Call Trunk Holdings Ltd. | Cloud Bridge | All | iOS, Android, BlackBerry, Web applications |
Google Voice | Google Inc. | Cloud Bridge | All Google Voice enabled | iOS, Android, BlackBerry, Web applications |
Primal CRS | Primal Technologies Inc. | NFV AWS, VMWare, Openstack, Scale Computing | All - iOS, Android, Legacy phones | SIP Call events |
Viirtue VoIP | Viirtue, LLC | Viirtue VoIP Platform | All | iOS, Android, Web Applications, SIP Phones, SIP Call Events |
Dubber | Dubber | Cloud Bridge | All | All - includes iOS, Android, SIP Call events, SIPREC, VoIP, PSTN, PBX |
The Session Initiation Protocol (SIP) is a signaling protocol used for initiating, maintaining, and terminating communication sessions that include voice, video and messaging applications. SIP is used in Internet telephony, in private IP telephone systems, as well as mobile phone calling over LTE (VoLTE).
A telephone, colloquially referred to as a phone, is a telecommunications device that permits two or more users to conduct a conversation when they are too far apart to be easily heard directly. A telephone converts sound, typically and most efficiently the human voice, into electronic signals that are transmitted via cables and other communication channels to another telephone which reproduces the sound to the receiving user. The term is derived from Ancient Greek: τῆλε, romanized: tēle, lit. 'far' and φωνή, together meaning distant voice.
Telephony is the field of technology involving the development, application, and deployment of telecommunication services for the purpose of electronic transmission of voice, fax, or data, between distant parties. The history of telephony is intimately linked to the invention and development of the telephone.
Voice over Internet Protocol (VoIP), also called IP telephony, is a method and group of technologies for voice calls for the delivery of voice communication sessions over Internet Protocol (IP) networks, such as the Internet.
Asterisk is a software implementation of a private branch exchange (PBX). In conjunction with suitable telephony hardware interfaces and network applications, Asterisk is used to establish and control telephone calls between telecommunication endpoints such as customary telephone sets, destinations on the public switched telephone network (PSTN) and devices or services on voice over Internet Protocol (VoIP) networks. Its name comes from the asterisk (*) symbol for a signal used in dual-tone multi-frequency (DTMF) dialing.
A business telephone system is a telephone system typically used in business environments, encompassing the range of technology from the key telephone system (KTS) to the private branch exchange (PBX).
Skype for Business Server is real-time communications server software that provides the infrastructure for enterprise instant messaging, presence, VoIP, ad hoc and structured conferences and PSTN connectivity through a third-party gateway or SIP trunk. These features are available within an organization, between organizations and with external users on the public internet or standard phones.
A VoIP phone or IP phone uses voice over IP technologies for placing and transmitting telephone calls over an IP network, such as the Internet. This is in contrast to a standard phone which uses the traditional public switched telephone network (PSTN).
Gizmo5 was a voice over IP communications network and a proprietary freeware soft phone for that network. On November 12, 2009, Google announced that it had acquired Gizmo5. On March 4, 2011, Google announced that the service would be discontinued as of April 3, 2011.
Sipgate, stylised as sipgate, is a European VoIP and mobile telephony operator.
Wi-Fi calling, also called VoWiFi, refers to mobile phone voice calls and data that are made over IP networks using Wi-Fi, instead of the cell towers provided by cellular networks. Using this feature, compatible handsets are able to route regular cellular calls through a wireless LAN (Wi-Fi) network with broadband Internet, while seamlessly change connections between the two where necessary. This feature makes use of the Generic Access Network (GAN) protocol, also known as Unlicensed Mobile Access (UMA).
This is a comparison of voice over IP (VoIP) software used to conduct telephone-like voice conversations across Internet Protocol (IP) based networks. For residential markets, voice over IP phone service is often cheaper than traditional public switched telephone network (PSTN) service and can remove geographic restrictions to telephone numbers, e.g., have a PSTN phone number in a New York area code ring in Tokyo.
Mobile VoIP or simply mVoIP is an extension of mobility to a voice over IP network. Two types of communication are generally supported: cordless telephones using DECT or PCS protocols for short range or campus communications where all base stations are linked into the same LAN, and wider area communications using 3G or 4G protocols.
Google Voice is a telephone service that provides a U.S. phone number to Google Account customers in the U.S. and Google Workspace customers in Canada, Denmark, France, the Netherlands, Portugal, Spain, Sweden, Switzerland, the United Kingdom and the contiguous United States. It is used for call forwarding and voicemail services, voice and text messaging, as well as U.S. and international calls. Calls are forwarded to the phone number that each user must configure in the account web portal. Users can answer and receive calls on any of the phones configured to ring in the web portal. While answering a call, the user can switch between the configured phones. Subscribers in the United States can make outgoing calls to domestic and international destinations. The service is configured and maintained by users in a web-based application, similar in style to Google's email service Gmail, or Android and iOS applications on smartphones or tablets.
Call recording software records telephone conversations over PSTN or VoIP in a digital audio file format. Call recording is distinct from call logging and tracking, which record details about the call but not the conversation; however, software may include both recording and logging functionality.
A softphone is a software program for making telephone calls over the Internet using a general purpose computer rather than dedicated hardware. The softphone can be installed on a piece of equipment such as a desktop, mobile device, or other computer and allows the user to place and receive calls without requiring an actual telephone set. Often, a softphone is designed to behave like a traditional telephone, sometimes appearing as an image of a handset, with a display panel and buttons with which the user can interact. A softphone is usually used with a headset connected to the sound card of the PC or with a USB phone.
Cloud communications are Internet-based voice and data communications where telecommunications applications, switching and storage are hosted by a third-party outside of the organization using them, and they are accessed over the public Internet. Cloud services is a broad term, referring primarily to data-center-hosted services that are run and accessed over an Internet infrastructure. Until recently, these services have been data-centric, but with the evolution of VoIP, voice has become part of the cloud phenomenon. Cloud telephony refers specifically to voice services and more specifically the replacement of conventional business telephone equipment, such as a private branch exchange (PBX), with third-party VoIP service.
SunComm Technology Co. Ltd. is a Taiwan multinational computer technology and GSM Voice over IP gateway manufacturer. The main products in 2010 focused on GSM VoIP gateways & IP surveillance camera devices. Core members have been engaging in the communication & networks industry since 1977.
Phone Power is an American privately owned commercial voice over IP (VoIP) company, based in Winnetka, California that provides telephone service over the Internet via a broadband connection.
Obihai Technology was a company that manufactures analog telephone adapters that supported Session Initiation Protocol (SIP), XMPP, and Google Voice compatible Internet telephony. Obihai was sold to Polycom in 2018, with Poly and Plantronics sold to HP in 2022. Most items in the former Obihai product line have been either rebranded as Poly or discontinued.
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