Call Recording

Overview

The Mitel Communication Service has an embedded Call Recording engine that can be used to record all or a subset of telephone calls on the MiVoice Office 250 system. Calls that the system has recorded can then be replayed through the MCS website or through the Phone Manager Desktop Call History.

Licensing

The call recording feature is licensed based on the number of calls being recorded at any point in time. There are two licenses available for purchase on the MCS:

MiVoice Office Call Recorder - Small Business License
MiVoice Office Call Recorder - IP Extension License

Check the Site license section of the website to see which licenses are available.

Small Business licenses can be used for either of the two recording sources outlined below, IP Extension licenses can only be used for recording IP/SIP extensions. It is important to ensure there are enough licenses on the system for the number of devices that are configured to be recorded.

Over Subscription

If more devices are configured to be recorded than there are licenses then there can be situations where calls are not recorded. When a call needs to be recorded, the system will check for a spare license, if there is one free it will consume it and record the call. If there isn't, the call will not be recorded. If more devices are configured to be recorded than there are licenses available then the calls will be recorded on a first come first serve basis.The system can be configured to only record external calls to reduce the licenses required. For example, if a system has 8 trunk lines and 32 extensions then an 8 device recording license can be purchased to record the external calls of all 32 extensions.

The sections below outline how each recording method is configured on the MCS:

Record-A-Call

Using the SIP Voicemail features of the telephone system, the MCS server can invoke the Record-A-Call feature and accept incoming SIP audio streams to record telephone calls. This method of recording calls provides a simple way of implementing call recording across a range of devices, including; Digital, Analogue and IP extensions.

For information on how to configure the telephone system to use this feature, please refer to the Record-A-Call section.

For information on configuring which extensions on the telephone system should be recorded, please refer to the Recorded Devices section.

SIP Extensions (including Phone Manager Softphones) cannot currently be recorded using Record-A-Call. Use the IP/SIP Extension recording source for these device types.

The trunk type does not have a bearing on the Record-A-Call recording source. As long as the extension type supports Record-A-Call, the trunk can be of any type.

IP/SIP Extension

Using a network interface card that is connected to a mirror port on the customer's switch, the MCS can intercept the SIP/RTP traffic for IP communications and record the calls. This applies to MiNET based extensions and SIP based extensions. This feature does not extend to SIP Trunks.

For more information on IP/SIP Extension recording, please refer to the IP/SIP Recordingsection .

Both Record-A-Call and IP/SIP Extension recording sources provide 'Extension Side' recording. Calls that are on hold, are at a call routing announcement or have been transferred externally will not be recorded.

Neither Record-A-Call nor IP/SIP Extension recording methods support the 'Multiple Ring In' type for trunk groups or call routing tables or the routing of external calls directly to a phone list. Ensure that UCD hunt groups are used instead of this ring-in type when using the MiVoice Office Call Recorder.

Recording Features

Other than selecting exactly which devices on the telephone system are to be recorded, the MCS provides a variety of ways to manage which calls are recorded and what happens to them after they are recorded. In addition, there are a number of recording specific permissions that can be applied to user accounts to control:

Who has access to call recordings
How they can access call recordings
What they can do with the call recordings

The sections outlined below provide all the information on call recording related features:

Exclusion/Inclusion Lists	On most systems, there will be specific calls that should not be recorded. The Exclusion list can be used to stop the system recording calls that match an item listed. The Inclusion list is a back stop to this, and calls that match an inclusion list will automatically override an exclusion list.
Compliance Muting	When confidential information on a call should not be recorded, use Compliance Muting, e.g. Payment Details.
Retention Policies	Configure how long call recordings should be kept for.
Call Archiving	Configure where call recordings should be stored in the long term.
User Permissions	Configure who has access to the call recordings.

If you change the device type of an extension then you need to check the recorded devices and ensure you still have the recording method you intend, the system may not be able to automatically identify the correct recording method.