In this article 01. Channel Mapping 02. Here’s why there is no margin for error… There are some who might say that ‘Murphy’s Law’ was written specifically for Call Recording installations and there are others who would say that Murphy was far too much of an optimist. One thing is certain though; the correct installation and implementation of a call recording system can be far more complex than many people expect. Our new column, the Project Manager’s Casebook, is written to help our readers by warning them about some of the pitfalls that are just waiting for the unwary, and tips on how to avoid them. To kick-start this new feature, we welcome you to the joys of:- Channel Mapping Attention to detail is a vital component when installing a recorder and this is one of the most important details. Setting up correct channel mapping with 100% accuracy will make the difference between finding specific calls and not finding them, it’s as simple as that. Here’s why there is no margin for error… When you record on an ‘extension-side’ basis, each recording channel on the recorder is associated with a phone, so finding a call based by date, time and channel is fast and easy as each channel represents an extension. When you turn this to a ‘trunk-side’ solution (where calls from or to an extension can appear randomly on any trunk line) finding calls becomes extremely difficult. As each recording channel is associated with a trunk line, searching by channel is no longer appropriate because the call could be on any of the trunk lines. Therefore, you need some additional integration to CDR (Call Detail Record) or CTI (Computer Telephony Integration) information to provide the recorder with information as to which trunk line the call was routed through. This is where the ‘mapping table’ is extremely important as each trunk line becomes associated with a recording channel using a unique ‘trunk ID’. If the mapping table is incorrect, then the information received from the CDR or CTI feed will make no sense, and finding a specific call once again becomes an extremely difficult or near impossible task. Where there is only very small traffic flow, a call can still be identified and retrieved but where the traffic flow is larger with multiple E1trunk pipes, the task is about as successful as trying to find the proverbial needle in a haystack. For more information on call recording check out our call recording advice hub > If you want to find out more about how we can support your call recording technology, feel free to contact us: 0800 458 2988, [email protected]. Written by: Business Systems UK
Blog 28 August, 2025 What is Conversational AI? A Beginner’s Guide to Smarter CX In today’s fast-paced digital landscape, businesses are under increasing pressure to deliver seamless and efficient customer experiences (CX). Customers expect quick responses, personalised interactions, and 24/7 availability. This is where Conversational AI comes in. By leveraging artificial intelligence (AI) and natural language processing (NLP), Conversational AI enhances customer service, automates interactions, and significantly improves operational
Blog 23 July, 2025 Mike Wardell Appointed Executive Chairman We are pleased to announce that Mike Wardell, former CEO of Business Systems Ltd, has transitioned to the role of Executive Chairman of both Business Systems and Wordwatch. This strategic move marks a significant milestone for both brands as they continue to strengthen their market-leading positions in customer contact solutions and communications governance and archiving.
Blog 16 July, 2025 Unlocking the Power of Conversation: How Interaction Analytics Is Reshaping Contact Centre Workforce Planning Contact centres are no longer just cost centres – they’re goldmines of actionable insight. And in 2025, forward-thinking customer contact leaders are discovering that the most untapped resource in their operations isn’t in headcount or tech—it’s the conversations they’re already having. Welcome to the era of interaction analytics. With the power to transform how you
Blog 8 July, 2025 From Hype to Impact: AI Strategies for Maximum ROI AI is revolutionising customer contact – but for many contact centres, the results aren’t matching the promise. Despite a surge in experimentation, too many organisations find themselves in “pilot paralysis”: high on potential, low on return. Contact centres need to adopt AI, but many are hitting the same wall: inconsistent ROI. Why? Because not all
Blog 3 June, 2025 Why Workforce Engagement is Key to Retaining Contact Centre Agents Call of Duty: Why Engaged Agents Stay in Contact Centres One repeat challenge our consultants see when we partner with new organisations is Agent retention. With increasing customer expectations, hybrid working models, and AI-driven efficiencies reshaping the contact centre industry, there is always an ongoing pressure for organisations to keep agents engaged and motivated in
Blog 15 May, 2025 How OpenAI’s o3 and o4 Mini Models are a major step forward in Conversational AI for Contact Centres The release of OpenAI’s latest large language models – o3 and o4 mini – represents a major step forward in the evolution of enterprise-grade AI for customer service. These new models are purpose-built to handle complexity, improve reasoning, and scale automation without compromising control or compliance. For contact centres looking to enhance customer experiences and
Blog 1 April, 2025 AI Agents in Contact Centres: Are You Ready for the Future? The Future of Customer Service is Here The contact centre industry is undergoing a significant transformation. Rising customer expectations, increasing operational costs, and workforce shortages are putting immense pressure on businesses to deliver seamless customer experiences while maintaining profitability. The companies that embrace AI agents today are the industry leaders of tomorrow – those that
Blog 10 February, 2025 What is Agentic AI and Why Does It Matter to You? Agentic AI is transforming contact centres by enabling systems to act autonomously, adapt to new situations, and proactively achieve goals – much like a human agent. But how does it differ from traditional automation, and why should contact centre leaders take notice? What is Agentic AI? Unlike rule-based automation, Agentic AI makes independent decisions, learns