LogFinity Call Recording

Search and playback

Find calls by date/time, channel, extension, call type, duration, caller ID and name, dialed number, agent ID and name, call ID, tags, notes, server and priority. Review full call details and play back the recording.

Live monitoring

Monitor calls and channel status in real time. Authorized supervisors can listen remotely while a conversation is taking place.

Dashboards

Review operational indicators and agent performance through dashboards, supporting supervisor reviews and agent progress checks.

Recording criteria

Record all calls or select calls by time, dialed digits, caller ID, extension, call type, agent ID and channel.

Tags and notes

Classify conversations with business tags and searchable notes. Associate desktop-application data and events with recordings for business-focused analysis. Help teams retrieve relevant calls and add context for review and coaching.

Screen capture

Record agent screen activity alongside the conversation to understand the complete customer interaction.

Reports and exports

Review call traffic, activity by trunk and extension, call types and recording details. Export reports to Microsoft Excel or PDF.

Compression and storage

Use MP3 compression to plan recording retention around your selected quality settings. Published compression references include up to 139 or 278 recording hours per GB, depending on configuration.

Recording encryption

Encrypt recorded calls and restrict playback to authorized users as part of the organization’s recording-access policy.

Payment-data and PCI DSS requirements

Plan encryption, access controls and recording-handling procedures around payment-data requirements. Confirm the controls and evidence needed for your deployment; product features alone do not establish PCI DSS compliance.

Audit logs

Track user access and activity to support oversight of recording retrieval and administration.

Backup and backup criteria

Back up all recordings or select them by channel, extension, agent, call type, date/time, duration, caller ID and dialed digits.

User and group permissions

Assign recording, playback and administration rights to users and groups according to their responsibilities.

Scalability

Plan capacity for the selected buying option, then expand across multiple recording machines and locations as requirements grow.

Alarms and notifications

Notify the responsible people about system issues through email, SMS or a connected alarm system.

Quality management and coaching

Connect recording review with LogFinity Quality Management for evaluation forms, weighted scoring, call selection, feedback and coaching.

Virtual Machine

A pre-installed and configured VoIP recording system for a virtualized environment.

• Passive and active recording.
• Published capacity: up to 1,000 recording channels per virtual machine.
• Passive recording on VMware; active recording on VMware or Hyper-V.

Server Based

A pre-installed and configured VoIP and TDM recording system on a dedicated server.

• Passive, active and TDM recording.
• Published capacity: up to 1,000 passive or active channels per server.
• TDM capacity: up to 240 channels per server.

Recording Kit

A package for resellers and technical end-users using suitable recording infrastructure.

• LogFinity software and license key.
• TDM recording boards where analog, digital, E1/T1 or radio recording is required.
• Published capacity: up to 500 passive or active channels, or 240 TDM channels per server.