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Legacy Call Recording FAQs - Business Systems UK Ltd - Blog

Legacy Call Recording FAQs

Can I integrate an existing legacy call recording system with a modern, up-to-date solution? 

Yes this is possible. With a multi-vendor centralised voice recording replay portal, this solution will sit on top of any existing legacy (and also live) call recording systems. A solution such as this is able to access calls from multiple call recording systems, regardless of age, manufacturer or geographic location. This unique portal sits above live and legacy systems (cloud or on-premise), providing a single point of access for all recordings.

What are some of the benefits of simplifying your call recording infrastructure?

  • Eliminates support costs by only having to maintain one solution instead of multiple
  • Lower cost of ownership by eliminating internal resources dedicated to managing obsolete systems


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  • Drives genuine competitive advantage through faster and more efficient call retrieval with one single user interface
  • Ability to manage retentions across multiple call recording platforms from a single point of access

What are some of the issues associated with having legacy call recording systems?

Legacy call recording systems can pose a number of different issues. Most common ones include:

  • Manufacturers ceasing support for the call recording system
  • Missing important product updates
  • Security vulnerabilities
  • Risk of component failure with no immediate resolution
  • Integrity and availability of recordings

Am I able to access my old call recordings if my system reaches end of life? (EOL)

If your system reaches end of life (EOL), accessing old call recordings is still possible, but a number of risk factors need to be considered. Once a system reaches EOL, many manufacturers cease support, meaning that if your system were to experience any problems it will be much more difficult and expensive to fix them and you could risk losing your recordings.

Additionally, it’s important to consider security and network vulnerabilities. As manufacturers no longer release important updates to EOL systems, this can leave them exposed to potential security breaches.

Is it more cost-effective for me to upgrade an old call recorder when it reaches end of life, or should I be looking at a new call recording system?

Both options are viable.

The benefits of upgrading your existing call recorder are:

  • Leverage existing licenses on your legacy system to get preferred upgrade pricing.
  • Some manufacturers offer integration of legacy calls into an upgraded call recording solution.

However, looking at a new call recording system is also important to consider in instances where you may have multiple live call recording platforms from different vendors. In this scenario, a unique portal (Wordwatch) can act as a single point of access to these systems. Once a system reaches EOL, the audio will still be accessible without relying on the legacy call recording platform.

The portal safeguards your legacy data and removes the risk and cost of any legacy hardware maintained on the estate, saving support costs and upgrades, ultimately being the most cost-effective way to upgrade your old call recorder.

 How would I extract my calls from an old call recording system?

Call extraction from old call recording systems can be achieved by a bulk export functionality which can automate extraction schedules from existing systems.

As part of the extraction project, a consultancy phase will ascertain the call volumes and data sizes. A bespoke process will then be created to extract the call metadata into a voice legacy retrieval platform such as Wordwatch. This metadata will index the storage location of the audio allowing Wordwatch to facilitate playback instead of relying on the legacy call recording platform.

Once the recordings and metadata have been extracted, you also have the option of inputting them into another system; for example a bespoke analytics and reporting engine.

Is there a way to extract data from my old legacy call recording system and keep the same file format?

Yes. With a unique legacy call recording retrieval and replay portal, call recordings can be kept in their original file structure and format, eliminating the risks related to the integrity of the recordings.

Some of my call recordings are stored on tape. What does the process of moving recordings from tape to a digital environment entail?

When moving call recordings from tape to a digital environment, the process should firstly be carried out in a secure environment where tapes can be stored and access to these tapes are only granted to those involved in the process, thereby avoiding tampering or loss of data.

The actual retrieval process starts with the tapes inserted into the retrieval server/logger. This can take anywhere from one to twelve hours depending on the tape type and size, number of recordings and any damage which may have been inflicted to the data.

Before retrieval a note of the date, time, folder name and tape number are kept in order to correctly match the data and find recordings once the migration is complete. The administration of each tape can take one to two hours.

What are some of the risks associated with having call recordings stored on tapes?

Tape Quality: If the tape is in poor condition, there is a high chance of not being able to retrieve calls. Tapes are prone to fast deterioration. If you have tape recordings that have been stored for longer than five years, it’s definitely time to think about retrieving the data stored on them as soon as possible.

Physical Space: Tape recordings take up physical space, and so they need to be kept in a secure location where they cannot be tampered with. Creating and maintaining safe physical environments, often result in elevated costs.

Accessibility: To find a specific tape recording, someone has to look on which tape the recording has been stored, then physically find the tape, put it in the appropriate audio machine and listen back to all the recordings to find the one needed. This process is likely to take days. It also adds to the wear and tear of tape degradation. Due to stricter regulations such as MiFID II, retrieving call recordings related to trades are now a serious FCA requirement and time constraints should not be an added risk.

f you need more advice on your call recording system then contact our team who can offer best practice advice and simplify your concerns


Publish Date: September 17, 2018 5:00 AM

2021 Buyers Guide Inbound Call Handling Services


2Ring Gadgets for Cisco Finesse
2Ring Gadgets for Cisco Finesse, offered in three bundles (standard, enhanced, premium), empowers supervisors and enables agents to become more efficient.

Supervisors are able to handle everyday tasks on their own from within Cisco Finesse: reskill agents, view detailed information about agents and customer interactions in real-time, receive alerts about important call center events (RONA, Calls in Queue, ..), send messages to agents, or even change wallboards on the fly. Be flexible to provide help when needed.

Agents gain all the features that they need to serve customers faster - repetitive tasks are automated, alerts about important call center events pop-up on top of all the appli...
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Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.


Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
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Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections

MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring


VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
- Walk In Center
- Service Desk

Technosys IT Management

Customer Support
Technosys IT Management Bpo, the business process Outsourcing, gives end-to-end transformative administrations for its customers over the globe. The organization's coordinated IT and BPO arrangements approach empowers it to open business esteem crosswise over ventures and administration lines, and address business challenges for its customers. Using inventive business perfection structures, progressing profitability changes, process reengineering, mechanization, and front line innovation stages, Technosys IT Management empowers its customers to accomplish their cost diminishment goals, enhance process efficiencies, upgrade viability, and convey unrivaled client encounter

Tru29 Outsource Solutions Inc.

Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.

This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.

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