Plum IVR Support

Is it possible to record an entire phone call rather than just bits and pieces?

No, it is not possible to record an entire IVR call using the IVR platform, since VXML does not include call auditing in its w3c specification. It is possible to add on this IVR feature using a 3rd party vendor. Several products are available that allow you to tap the lines of your T1 and record entire phone conversations. One of our customers has successfully integrated said product from Magnus Inc.

Hope this helps!

Plum Support Staff

What is the web address for Mangus and would it be possible to talk to your customer and get there opinions on the solution?

I spoke to a technical liason from one of Plum's IVR customers who has used Magnus to facilitate full IVR call recording. He promised to reply this weekend with his own comments on the experience he had in trying to incorporate the product, as well as provide a point of contact, either in the form of a person or at the very least a web site URL referring to the product.

Within the IVR forum, you can choose to watch this thread, so that when a reply is posted you will be notified via email.

Hope this helps!

kind regards,

The Plum Support Team

Thanks.

We have used Magnasync Specialist Recorders: http://www.magnasync.com/Magnasync_Recorders.htm to record entire phone calls (both live agent and IVR). The recording is done via phone taps (either by analog Y splits or by digital T1 taps) on the phone line. The recordings are stored in the form on WAV files on a hard drive. Jim Reid's Contact at Magnasync: http://www.magnasync.com/Magnasync_Contact.htm

Hope this helps. Good luck!