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Voice Recording over a L3 hop

Hi,

We currently use a Voice Recording solution for our Contact Centre which requires that Voice VLANs be SPANed (or RSPANed) to a remote destination port which is connected to a 'monitoring NIC' on the voice recorder.

Homeworkers at the end of DSL lines, who already have IP Phones, wish to become part of the contact centre, but I can't see how to send their RTP streams to the centrally-hosted voice recorder, when the traffic traverses a L3 boundary. I understand that the voice recorder needs to see the MAC address of the phones. A secondary issue is that we use G.729 across the WAN, and G.711 within the Campus network.

1 REPLY

Re: Voice Recording over a L3 hop

You may want to look at agent desktop based recording solutions where it records locally on the agent computer and then uploads it to server.

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