Chapter 11
Network-Based Call Recording
“Your call will be recorded for training and quality purposes” You’ve probably heard this common message when calling a customer support center of a bank, hospital, retailer, or insurance company. This chapter discusses the business drivers, common architectures, and protocols for call recording as well as the role of SBCs in enabling this capability. It consists of the following sections:
The Business Need for Call Recording—This section discusses the primary reasons for enabling call recording and how enterprises use recordings to enhance service delivery.
IETF SIP Recording Architecture (SIPREC)—This section introduces basic terminologies, concepts, and call flows and provides a detailed explanation ...
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