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Call Recording

Call RecordingTelephone call recording, as a routine yet vital business tool, is benefiting more and more organisations.

Octagon supply the Retell Call Recorders that have grown to lead the market.

Retell not only supplies the best in professional telephone recording solutions and services, they also manufacture the hardware, designing and making their own circuit boards and even writing our their low and high level code. In fact, Retell is among just eight companies worldwide to make ‘passive’ call recording cards, and only three to produce ‘active’ cards. When dealing with Octagon and Retell, you’re dealing with Call Recording Experts.

Retell telephone recording equipment, by our estimate, records over two million people every day, a performance that has grown substantially since their manufacturing foundation.

Find out how our Call Recording service can benefit your business
call us on 03456 78 78 78

Key questions to think about:

  • Does your industry regulator require voice capture?
  • Does your organisation conduct significant transaction volumes/value via the telephone?
  • Does your organisation offer professional advice over the telephone?
  • Are your staff subject to verbal abuse from callers?
  • Does your regulator stipulate a minimum retention period for voice/data records?
  • What is the maximum time period during which a typical business may be subject to dispute or error checking?
  • What proportion of calls received/originated from your organisation carry a risk of dispute and/or statutory record keeping?

  • Do you need to practice ‘blanket’ recording?
  • What is the typical length of call likely to be recorded?
  • If voice transactions may be used in evidence, can you guarantee voice record quality?
  • Does your business/service need online access to voice records?
  • What level of legal/commercial risk do unrecorded voice transactions present to your organisation?
  • Are voice transactions a significant/growing element of your business processes?
  • Can call quality be competitive differentiator?
  • Can voice records capture data that would be lost to a conventional online CMR system?

Sense Professional

Sense Professional is our multi-channel Sense call recorder enhanced with search by extension number and rules based recording allowing you to include/exclude certain extensions, users or telephone numbers. A hierarchy allows you to choose who can play which calls and the networking facility means you can play calls back from multiple sites.

Rule Based Recording

Sense Professional has rule based recording, allowing you to exclude chosen users, extensions and telephone number from being recorded. Search for calls through an enhanced Windows software client interface using a number of rule types.



Detailed Call Playback

Sense Professional includes a detailed call playback screen, allowing you to find specific areas in the call by searching through the sound clip in wave form. You can also define set time sections of the call to play back, as well as adjusting volume and speed of playback. This ensures there can be no confusion about what was said on the call.

Customisable User Hierarchy

Sense Professional lets you manage your own user hierarchy, allowing you to decide who accesses specific data. You can create groups, assign supervisors, import users in bulk, and even segment by department. The user hierarchy is completely customisable to your taste.



PCI Compliance

To prevent fraud and theft, the PCI Security Standards Council states that a company taking credit card numbers must comply with data storage rules. For customers who require PCI compliance Sense Professional has a number of options illustrated here.

Optional Voice Firewall

Sense Professional has rule based recording, allowing you to exclude chosen users, extensions and telephone number from being recorded. Search for calls through an enhanced Windows software client interface using a number of rule types.

All Sense recorders support our optional Voice Firewall software, a system designed to stop calls from hacked or phreaked telephone systems being routed to expensive destinations.




Call Answering and Announcing

You can set Sense to answer a call and play an announcement before sending the call to the telephone system; this is often used by our customers who want to announce that calls are being recorded. Using Sense Call Announcements means your voicemail is kept free and abandoned calls can be properly tracked in your call management system and the announcements themselves can be customised regularly.

Panasonic Phone Systems
NEC Phone Systems
SpliceCom Phone Systems

We found the advice and support form Octagon in selecting a new phone system helpful when we were sourcing our new system.

The Ridge Medical Centre moved into a brand new purpose built premise and required a new telephone system to handle the large amount of calls they receive each day to provide a service that their patients would be happy with.

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Octagons service is second to none, their systems always go in on time and on budget and they are easy to get hold of, whether we need to speak with an engineer, accounts or a director, they are there for us. We have worked with Octagon for some time now and we are extremely happy with the service and the products they have provided. I would have no hesitation in recommending them.

WILL STANNERS, Bury Primary Care Trust