This article discusses the issue of choosing a system for recording telephone conversations. The criteria that should be taken into account when choosing the optimal system are analyzed and examples of devices are given. Various models are described with saving conversations to a computer and offline with recording to an SD card, recommendations are given for their use.

Why do we need a system for recording telephone conversations on a computer?

Call recording systems are widely used in corporate world. Using these systems and listening to employees' calls makes it possible to improve the quality of work of the company's personnel and, thanks to this, increase customer satisfaction with the quality of service. The very fact of control disciplines employees. Recording telephone conversations to a computer for the following purposes:

• Increasing the level of security by recording all conversations;
• Mandatory registration of conversations in security, dispatching and emergency services;
• Employee training for successful examples sales and communication with customers;
• Improving the quality of personnel work by monitoring their activities;
• Reducing the cost of long-distance calls;
• Resolution of conflict situations with clients;
• Recording of telephone conferences;
• Reducing data leakage.

Due to the advantages described above, use of recording systems telephone conversations guarantees increased efficiency company work.

Criteria for selecting a call recording system

When choosing a system, you need to pay attention to how convenient it is implemented. The functions of such equipment are usually quite standard. Therefore, the selection of a telephone conversation recording system for your company should be carried out based on technical capabilities equipment. In order to make the optimal choice, it is first necessary to designatea list of the main parameters that the planned system should provide. The implemented equipment is an addition to telephony, designed to automatically record telephone conversations and save them as files, and should not make any changes to the operation of the PBX or telephone sets. The equipment must work simultaneously on several telephone channels to record incoming andoutgoing calls. If necessary, access to the database of recorded files should be provided at any time, and their playback - with good quality. Based on this, we list the selection criteria:

1. Reliability of the devices used;
2. Possibility of registration tax or digital channels;
3. Work together with a computer or autonomy;
4. Number of recorded channels;
5. Availability user-friendly interface to work with recorded files;
6. Possibility of access to the archive of calls over the network;
7. Power supply: external or from line/computer;
8. The presence of a warning about the recording;
9. Definition of incoming and outgoing numbers;
10. Device case form factor;
11. Ability to integrate with third-party software;
12. Additional features.

An important parameter, since if the reliability of the equipment for recording and storing sound files is not ensured, then all the advantages listed above will come to naught. If the system does not provide flawless operation in 365 days/24 hours mode, then it may turn out that the most important conversation was not saved. You can, for example, use Chinese phone with the function of recording conversations with the android program. But this is only suitable for private non-commercial use due to its inability to work stably in intensive use. The use of domestic specialized SpRecord or ICON devices guarantees high reliability of work.

Digital call recording system SpRecord ISDN E1:

3) Autonomy. If the device works in conjunction with a computer, then the archive of conversations is kept on the hard disk of the PC, the amount of available space on which determines the recording time. At battery life saving goes to the SD memory card, and the recording time depends on the capacity of the card and the compression ratio of the recorded file.

Autonomous system for recording telephone conversations ICON TR1(18 hours of continuous recording on 1 Gb of memory):

4) Number of channelsregistration systems. This choice depends on the terms of reference: if it is enough to record only conversations with customers, then the number of channels should be equal to the number of external lines of a mini-PBX. If it is necessary to register all conversations, including those within the organization, then - the number of internal lines of the office PBX.

4-channel analog system SpRecord A4:

5) The presence of a user-friendly interface to work with recorded files. This function is important in order to be able to quickly find and play the desired sound file. This requires clear interface user and convenient search according to various criteria: date, time, subscriber number, prefix outgoing number etc. This also includes the possibility of maintaining a database on Microsoft SQL server with the ability to work with the archive of calls using Microsoft tools.

6) Ability to access the archive of calls over the network. This criterion, in fact, follows from the previous one. For the convenience of working with the database of calls, access to the archive must be provided remotely, via the network. To listen to the recordings, both the leader and System Administrator and other persons authorized by management to have access to this information. In addition, in this case, the rights of users should also be distinguished to exclude the possibility of accidental or intentional deletion of records.

7) Nutritiondevices from the port Computer USB or communication lines are more convenient because it is not required network adapter and an additional 220 V socket. However, they may not work on channels with reduced line voltage, for example, if there are several parallel telephones, or on Kvant PABX lines. In these cases, devices with external power are required.

Call recording system SpRecord AU1DC powered by 220V / 5V adapter:

11) Ability to integrate with third-partyON. Recording system developers can provide SDK (software development kit) - a set of development tools - for embedding in a third-party software. This allows the call recording program to be integrated into your existing telecommunications software in such a way that it becomes an integral part of it and as convenient as possible for work. The SDK is provided, for example, by SpRecord.

12) Additional system features. It can be, for example, autoinformer, autoresponder, autoattendant, autocall. The answering machine announces the upcoming recording of a telephone conversation or can play a pre-recorded audio file, the answering machine can record a voice message for a subscriber who this moment cannot answer the call. The auto attendant allows you to redial the subscriber's internal number, and the auto redial makes automatic calls and the issuance of a recorded message.

Call recording device with autoinformer Icon TRX1AN:

Choosing a manufacturer of equipment for recording telephone conversations

Currently, the market for call recording systems offers equipment from several manufacturers, which can be divided into two groups based on cost:

• Systems Octopus, Forget-Me-Not, Phantom.
• Devices SpRecord, ICON.

Systems from the first group have a fairly high cost and are used mainly in large companies and special services. R consider system manufacturerscall recordings for small and medium businesses.

SpRecord- brand of the company LLC "Sarapulse systems". Products of this brand are easy and simple to connect and easy to use. The equipment is produced for analog and digital lines. Basically, devices work in conjunction with a computer and record on HDD PC, but there are also stand-alone models, as well as models with an answering machine, support for an auto attendant and auto-dialing.

ICON- brand of scientific and production company "IKON". Its products are manufactured on the basis of the latest element base from the best manufacturers electronic components such as Analog Devices, Atmel, Microchip, Samsung, TI. Products are of high build quality and reliability, besides, they are the most affordable.

Systems for recording telephone conversations SpRecord

The manufacturer of SpRecord brand devices is Sarapul Systems LLC from Udmurtia. SpRecord products can work with analog or digital channels. Features of SpRecord adapters are ease of connection and configuration, as well as low price. Any Sp Record device comes with a CD containing a program for recording telephone conversations.SpRecord devices have the most favorable price for the user, based on the cost of equipment per one recorded line.

Sarapul Systems products can work not only with analog or digital lines, but even connect directly to the handset of a telephone set . For example, telephone registrar SpRecord TT records conversations directly from the handsetany telephone, including analog, system, hybrid, VoIP phone:

Below is a table designed to help you choose the optimal SpRecord model.

ICON call recorders

The manufacturer of ICON devices and the owner of the brand is the research and production company "ICON" from St. Petersburg. NPF ICON has long been engaged in the development and production of equipment for telephone communication. The equipment is produced on the basis of the latest element base from the world's best manufacturers of microelectronic components. Among the products: systems for recording telephone conversations, auto attendants, autoinformers, callback detectors, current boosters. Features of ICON equipment are autonomy, ease of connection and low price. At ICON devices save conversations to an SD memory card, but there are new models with computer recording. Available in line-powered and AC adapter-powered versions.

2-channel adapter-powered call recorder Icon TRX2:

For the convenience of choosing the most optimal ICON call recording device for your conditions, the corresponding table is given below.

Recommendations for the selection and use of telephone conversation recording systems

SpRecord and ICON call recording devices have similar specifications and are in the same price range. How to choose the right manufacturer and model?

If you t requires an offline recording system, we recommend choosing a device from the ICON line . Models of this brand are also convenient ifit is planned to attach them to walls e.

To record conversations on a computer, we recommend using SpRecord devices. If you need to have an answering machine, auto attendant or auto-dialing, you can purchase models of the appropriate type. In addition, the manufacturer offers an SDK package for integrating its software into your existing communication software.

It is well known that under all mobile platforms written a lot of programs for recording telephone conversations. These are such well-known programs as rVoix, AudioSP, Auto-call, PsilocXelnex - you can do them. But what if you need to record a conversation in the usual way? landline telephone or a wired speech source? This is where this simple device comes to the rescue, which does not require scarce parts or a lot of experience for its manufacture.

In TV shows, you can often see how the problem of recording telephone conversations is solved with the help of a camera and a hands-free phone. Naturally, the recording quality and intelligibility in this case leave much to be desired. Once I happened to see a special voice recorder with RJ11 connectors for recording telephone conversations at a prosecutor. And so the idea of ​​creating a telephone line adapter for a conventional voice recorder appeared.

Device diagram

Scheme of an adapter to a telephone line for recording conversations before and after rework

I took the old D-LINK splitter DSL-30CF as a basis. It turned out to be exactly the same circuit as most cheap splitters. On the Internet, I managed to find a Zyxel splitter circuit, exactly like mine. The diagram shows that the connectors: LINE and ADSL are connected directly to each other, and the PHONE connector is connected through an RF filter. From the circuit, I dropped both transformers, and all four capacitors (They will come in handy for me to make a "spy" fitter's tube). I left only sockets and a varistor (let there be protection for the phone from surges and ears from loud clicks). I soldered wire jumpers into the circuit so that I could get a telephone splitter (by the way, you can use this device that way). AT top cover The splitter made two holes for the headphone jacks, so that they fit snugly there and fit into the space between the telephone sockets freed up after the removal of the high-frequency filters.

In the circuit I used electrolytic capacitors rated for 50V. Can be taken from great tension. You can also exclude one of the headphone jacks from the circuit. I put two, so that you can control the recording process.

As a voice recorder, I used an old RoverMedia MP3 player model: Aria DP300FM, since it has line input for recording in one of the selected formats and it is equipped with a special connecting cord, which I used. In addition, this player has an excellent function to record only when there is a signal. Of course, you can also record to a regular voice recorder or computer through the line-in. It comes in blue. Or if it is missing through the microphone (it happens to be red). In any case, before recording, you should adjust the signal level.

If there is no adapter cord, one can easily be made from a pair of old headphones by simply connecting the appropriate leads together.

The principle of operation of the device is very simple. As you know, telephony uses several components of the operating voltage. With the tube hung in telephone set a ringing circuit is connected to the line, through a capacitor of about one microfarad. DC current does not flow through this line, but when a call signal is applied to the phone, more than 100 volts and about 25 Hz, the capacitor recharges and current flows through the ringer. When the handset is picked up, the conversational and dialing circuits are connected to the line, creating resistance in the line direct current.

This is how the station determines whether the machine is ready for dialing or connecting. Since the adapter does not create resistance to direct current, it does not interfere with pulse dialing, and does not occupy the line, which means it can be on the line all the time. As you can see from the adapter diagram, when the voice recorder or headphones are turned off, it does not affect the telephone line at all (except for varistor protection).

You can connect the adapter using a 15 cm cord, which is usually supplied with ADSL modems. You can also make it yourself with a crimper, from a piece telephone cable. It should be borne in mind that analog telephony uses two middle RJ11 outputs (usually red and green).

Using such a cord, you can connect the phone through an adapter, or plug the adapter into any parallel telephone socket(only after the splitter, otherwise the adapter capacitors will shunt ADSL through the input circuits of the recorder). I plugged the adapter into an additional socket on the phone itself, it is usually connected in parallel with the main one.

The adapter is now permanently included in our phone, as it turned out that it is very convenient to participate in a telephone conversation through the connected headphones. In addition, you can connect instead of or together with a voice recorder speakers.Thank you all for your attention. The article was prepared by Zilord.

Why is a record needed?

Recording negotiations is a guarantee of peace and confidence in the future. Here are the main advantages of the technology.

1. Have a controversial issue that develops into a conflict with the client? You have proof that you are right.
2. Did an employee quit who was “tied up” with contacts with business partners? His successor will be able to quickly get up to speed by listening to the history of their communication.
3. One of the operators literally works wonders at work? Collective training with the study of his communication style will help improve the efficiency of the entire unit.
4. Teaching beginners will be much more effective with a lead. real examples, not templates from methodical manuals.
5. Do any of your employees constantly receive customer complaints? Listening to the recordings will help to identify an incompetent specialist in time.

How to record a conversation?

The next question is how to record a telephone conversation? There are two ways to solve this problem.

The first and most common is the automatic recording of all negotiations with their entry in a special register. Second (more suitable for conversations with mobile phone) - the ability to optionally turn on the recording of a conversation with saving data to a flash card.

When automatically recording conversations (configured in personal account or with the help of technical support) all data in the format of sound files is saved in a predetermined location (one of hard drives PC, company server, etc.). The right of access to such files is limited to a narrow circle of persons.

Landline phone

Analog telephony has not disappeared with the advent of its advanced digital "sister", and the usual devices for traditional communication are still in apartments and on desktops in offices. You can get a record of a conversation from such a phone by activating the corresponding function on the answering machine. Recording quality is generally average.

Cell phones

If you are recording from the machine mobile communications, several methods can be applied. Among them:

• Dictaphone - in the form of an independent device or built into another mobile. He is pressed against conversational dynamics and record the conversation. You must first enable speakerphone otherwise the recording quality will be very poor.
• If the mobile phone from which you want to capture the conversation has a built-in auto-recording of conversations, you just need to activate it in the phone settings. The recorded conversation will be saved as sound file in one of the menu sections (for example, for Nokia it is "Gallery").
• If the auto-recording function is not provided in the mobile, a patch is installed - a program that changes the standard phone software. The Internet has patches for all existing models of mobile devices. The installation of the program should be started only after carefully studying the instructions, but it is better to entrust this to specialists.

Smartphones: Androids and Windows Phone

For such devices, there is a simple solution: installing special application, which can be downloaded for free on GooglePlay. Then new program you need to activate, select the "Automatic recording" function and specify in the media settings the type of audio file recommended for the application.

Apple devices

With "apple" products there is a more complicated situation. Software updates these devices can only be installed from App Store- online application store manufacturing company. But Apple Corporation is an official opponent of recording conversations, and therefore there are no programs that allow you to do this. standard firmware, nor in the online software supermarket.

There are 2 ways to solve the problem. The first is the use external device. In specialized online stores, you can purchase a special recorder. This small device connects to the iPhone, iPad and any other smartphone via a 3.5 mm jack and captures conversations that are saved as audio files on the built-in memory card. The capacity of the card is enough for 144 hours of recording.

The second way is more extreme - it's a jailbreak. This is the name of the action that opens access to file system Apple devices. The method is sharply condemned by the developer corporation, since it is, in fact, a hacking of "native" software. A user who has jailbroken his smartphone, thereby automatically terminates license agreement with Apple cancels warranty obligations from the company and loses the right to receive technical support.

But such a radical measure allows you to significantly expand the functionality of iPhones and iPads due to the ability to install new programs not only from the official store, but also from other sources - from desktop computer or pirate Cydia apps. It is from there that you can download the program for recording conversations.

Not a needle in a haystack

In a large company, there are hundreds of negotiations every day that take thousands of hours. How to find the needle you need in this haystack, how to get a record of a telephone conversation of completely certain people, a date known to you? The intuitive interface will help you do it in seconds. All commands of the program will be prompted by the experience of the PC user.

Having opened the archive of messages, you will see a register of records in the form of a table, the columns of which indicate the date, time, duration of the call, the number of the caller and the extension number of the company employee who negotiated.

The task is to group the records according to the attribute you are interested in. For example, to get acquainted with all the negotiations of one of the managers, or listen to the recordings of the communication of different employees with the same client. Such an analysis is simply necessary for further successful communication. What to do? click right click mouse and select the type of sorting records.

Having found the desired conversation, we select the optimal action (familiar pictures in the right column of the table) - listen, save, delete. We click where needed. Ready!