Critical factors for voice logging solutions

The voice logging recorder (VLR) is a central component in any critical communications environment, interfacing with myriad telephony, radio, console, intercom, public address and other sources of audio.

The key word to remember when selecting a VLR is ‘flexibility’… in the diversity of potential recording inputs, the tailored capabilities of the control and management software, the available platforms for the recorder and, of course, in the after-sales service and support.

Support for diverse recording inputs is probably one of the most important technical considerations. Even if your current audio recording requirement is fairly basic — for example, plain-old analog telephone lines and radios — there is a good chance that your communications systems will be changing to IP within the lifetime of your VLR.

You should therefore ensure that your chosen recording system can support a wide range of interfaces, covering analog, digital and especially IP communications, with the option to easily upgrade systems with different recording channel types in the future. A wide range of integrations and easy upgrade potential will ensure that your investment in a recording solution is protected long into the future.

Flexible control and management software is imperative for both the security of your VLR and adding maximum value to your implementation. From a security perspective, you need to ensure that users can have finely tuned access to (and availability of) various features based on operational requirements.

For example, it is often desirable to provide users with access only to calls involving their own telephone extension or to restrict access to recorder configuration to technical staff. Highly configurable, per-user software access is an essential consideration in any VLR implementation.

Of course, it is also essential to give serious consideration to the range of functions that the software provides. For some users it is sufficient to have basic functions like single-channel call monitoring, call search and replay, and basic configuration.

For others, more advanced features such as multichannel event reconstruction, multichannel monitoring, advanced network archive functions and/or system management can add significant value to the VLR solution, streamlining business processes and providing insights from the enormous volumes of call and audio data captured by the system.

The availability of flexible platforms for call/audio capture is a frequently overlooked aspect of the VLR selection process, especially in the critical communications market. Traditional recording solutions are dedicated (physical) servers installed on the client’s premises. This still has its place, and is indeed required by law for some clients.

However, the rapidly evolving technological landscape has provided new and innovative solutions for clients who are willing to look beyond the traditional server ‘box’. For those who wish to retain physical ownership of the recording hardware (on-premises recording), virtual machine recording solutions provide an interesting and cost-effective option.

Users who are open to software-as-a-service can take advantage of 100% hosted and managed cloud recording solutions, which offer easy monthly subscriptions and hands-off installation, configuration and management.

Find yourself a manufacturer/developer who offers all of the above options and who can advise you on the solutions that are best matched to your specific needs.

Finally, it is critical to consider after-sales service and support.

The type of support that your organisation will require depends on your mission and focus. A large organisation with dedicated technical staff may be able to undertake a large proportion of service activities in-house, and only require very basic manufacturer support.

Smaller organisations, or those whose mission is not technical/communications related, may wish to have access to extended support services, or to extend the manufacturer’s warranty for longer periods.

A wide range of service and support capabilities ensures that your VLR solution will be maintained in accordance with your current needs, and — more importantly — can grow and develop in step with your evolving requirements.

*Nicholas McLean is business development manager for VLR specialists Total Recall VR/Prolancer Pty Ltd.

Image credit: ©iStockphoto.com/Mehrere Werte

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