[Last Updated July 2020]
If your organisation has invested in a call recording solution, it is important to ensure that it is properly functioning at all times, especially when you need to use it for compliance recording or mission critical communications.
With over 30 years of experience deploying and supporting a wide range of call recording and workforce optimisation solutions across some of the largest Contact Centres and Financial Organisations in the UK and EMEA, we outline the 6 common mistakes made that can result in system failure.
1 – Rebooting the system at the wrong time or there is a power cut
If the system is rebooted, either manually or due to an unexpected power cut and you only have a single site solution and no data recovery options, your call recording system will stop working. Without an uninterruptible power supply (UPS) to manage a controlled shutdown process, the reboot or shutdown can cause major call recording data loss.
2 – Antivirus not configured properly
Adding an incorrectly configured Antivirus can cause the recording to stop, as such it is important to ensure it is configured properly by following your call recording vendor’s instructions. Most recording systems can support Antiviruses of some type but there are certain folders or files that must be excluded; like the ones where the audio recording would normally reside. Additional files might also need to be excluded but this will vary depending on the solution.
Moreover, make sure to reinstate those parameters and exclusions when the Antivirus is upgraded to a newer version, as occasionally an upgrade will reset the Antivirus to the default settings.
3 – Wrong or faulty software patches to either the OS or recording system are applied
The system might be unable to run properly or even start if the changes are not compatible with the system. It is recommended to consult your support provider prior to applying any software patches, as they will be able to inform you on what are the approved patches or service packs to be used.
4 – Incorrectly configured changes in configuration
Sometimes the wrong touch of a button can take hours to discover and resolve. For example, a simple yet frequent mistake is often made when adding users to the system, which, if done incorrectly, will prevent the system from recording. Likewise, if changes are made to server IP addresses and not updated properly in the system, a loss of communication between components can occur and cause faults including a complete stop of recording.
5 – Customer upgrades PBX or CTI version without informing the call recording vendor
There is a common assumption that upgrades to one system will not necessarily impact another, however, occasionally, the call recording system might not support PBX or CTI upgrades as there can be subtle differences between versions that cause errors and stop the system working properly.
As such, make sure you inform your call recording vendor of any upgrades taking place so that they can advise and support if needed.
6. Failing to plan for a solution’s end of life
When a call recording solution reaches end of life, there are several milestones that you need to keep in mind in order to ensure there is no negative impact on your data and business operations. Check out our infographic on End of Life and Legacy milestones you need to be aware of and how to deal with them in the best way possible.
These are just 6 common human errors that can result in your call recording system not performing as it should.
If you fear your call recording infrastructure may be exposed to human error or technology failure, Business Systems can implement an end-to-end vulnerability check and help you plan for business continuity.
For any additional information on call recording implementation and maintenance, get in touch with our team of experts.