Voicelogging information, history, technique and products

Voicelogging, a short history

Voicelogging is Bumicom. Since the late sixties Bumicom has experience in the delivery, installation and servicing of voicelogging systems (voicerecorders), also called voice loggers. In those days they were reel-to-reel magnetic tape voicelogging recorders primarily used in Financial Institutions, Traffic Control and Public Safety. Today our voicelogging systems are advanced applications running on a server delivered by Bumicom or the customer. They log all communication (voicelogging) and interaction via telephone (also VoIP), fax, e-mail, web chat / surfing and desktop activity. In case of Voice over IP (VoIP) voicelogging, only the voicelogging software can virtualised under VMware.

Why recording calls with voicelogging?

Depending on the type of organization, such as Contact Center, Financial Institutions, Public Safety or Traffic Control, there is a need for voicelogging and one or more of the following voicelogging functions:

  • Fast access to important voicelogging information: Callers often do not express themselves very well during an emergency situation. The fast replay of such calls is of the essence for a successful response.
  • Safeguard your organization with voicelogging: If you need to defend your organization against civil cases, claims or other liabilities then call records can provide the facts to protect you.
  • Reconstruction of events with voicelogging: A proper voice recording system is able to reconstruct the event with all relevant calls and tagged with the correct time stamps.
  • Storing of essential information with voicelogging: When taking orders the logging of agreed price and scope of delivery are a critical piece of the audit trail.
  • Quality Assurance with voicelogging: Voicelogging and the call records are basic components of an advanced Quality Monitoring system that can evaluate the recorded calls with voicelogging, when necessary including the recorded screen data, and that can determine the need for additional coaching.

For more information about voicelogging and the different market segments that can benefit from voicelogging see our home page.

Voicelogging technology

The diversity of telephony platforms requires compatible voicelogging solutions. Bumicom voicelogging solutions can be employed in both VoIP and traditional PSTN networks and also in radio networks. An important question to be answered is, which calls should be recorded with voicelogging. All external calls (incoming and outgoing) or also the internal calls. This affects the location of the voicelogging recorder in the network. The basic configurations for traditional PSTN telephony can be depicted as follows.



Trunk side voicelogging

All external calls are recorded with this type of voicelogging. Call data can be tagged with information from the signaling protocol on the trunkline(s).

Extension side voicelogging

Both external and internal calls can be recorded with extension side recording. The recorder is connected with the individual telephone extension lines. The call data can be tagged with all information that the extension protocol provides, such as pressing of buttons, LED lamp on/off and text that appears in the display. The physical interface is preferably the connection module close to the PABX.

Handset voicelogging

Under special circumstances, instead of the extension line, the horn signal can be recorded with voicelogging.


Service observe voicelogging / Silent Observation voicelogging / Integrated voicelogging
Several type of exchanges offer specific ports on the PABX for voicelogging of calls. The voicelogging technology is known under different names, depending on the manufacturer of the PABX. Such a configuration has the advantage that less voicelogging channels are required than with extension side voicelogging, because the specific voicelogging channels on this voicelogging interface can be allocated dynamically when a call is coming in. In addition and in combination with CTI the voicelogging system can be started selectively based on information that the CTI protocol provides, such as for example en Agent Id or called service number.

Tagging the call data together with voicelogging

There can be a need to register not only standard call information together with the voicelogging, such as date/time stamp, duration and channel number or extension number, but more call related information. Examples are telephone number of the caller, agent id, customer number, bookmark and comment field. Call tagging can be realized by several means. Sources can be for example the signaling protocol, a Computer Telephony Integration (CTI) server or Call Detail Records (CDRs) originating from the exchange. In the last two examples there must be a unique key in the signaling protocol that relates the call with the additional call data. 

VoIP voicelogging


Central Active VoIP voicelogging

In this configuration the VoIP voicelogging recorder could be installed anywhere in the IP network. It receives the data via a conference call providing a great deal of flexibility.

Gateway Side Passive VoIP voicelogging


In this configuration the VoIP voicelogging platform is located at a SPAN-port of the Gateway to the TDM world or as a SPAN-port of a router to another IP-telephony network.

Station Side Passive VoIP voicelogging


In this configuration the VoIP voicelogging system is located at each LAN-switch in the IP network where an IP phone is connected.

The voicelogging solutions of Bumicom can simultaneously record both traditional telephone calls and VoIP calls.

What is the best voicelogging solution for my organization?


Depending on your organization voicelogging needs and environment, such as present and future telecommunication infrastructure, Bumicom can advise on the best voicelogging solution for your situation. Navigate to our contact page or call us on: +31 70 350 4500. Or leave your name and number, we call you! 

Voicelogging products


For more information about the available voicelogging products we refer to the links below:
Marathon Evolution
Storavox