VoIP, short for ‘Voice over Internet Protocol’, is the transport of voice communications and multimedia sessions over Internet Protocol (IP) networks rather than through the old telephony technology of PSTN.
Voice is converted to voice data packets that are transferred to and from your network to your VoIP carrier.
Because it’s a digital service it is often cheaper and allows access to other feature-rich services like CallN call recording and call analytics.
Port Mirroring’ is a feature of an Ethernet/network switch that takes a copy of all network traffic seen on one or more ports connected to your VoIP handsets, soft-phone computers or mobile devices) and sends it to a specified port where the CallN Thin Client software can analyse and collect a copy of VoIP calls and securely upload them to your CallN account as recordings. Please see our Port Mirroring page for more detail.
When uploading recordings or accessing your account via a web browser, a 2048-bit secure SSL certificate is always used. This encrypted communication is both secure and private. We believe that the security of your data is paramount, and we take the security of your data very seriously. We offer “industry standard” security and encryption from the cloud through every point of the journey that your call recording takes right to your computer. For more information please visit our Security as a Feature page.
Recordings are hosted on highly available/redundant and distributed architecture in the cloud. With hardware redundancy and multiple site replication, our cloud service boasts 99.9999% durability and 99.99% availability. Additionally, we now offer customers the ability to keep their data in the country (or region) that is pertinent to them to address data sovereignty concerns. So, for example, Australian data is stored in Australia, EU data in the EU and US customers will continue to have their data stored in the US.
CallN is very easy to setup but we understand that some clients may not have dedicated IT support on-site. Our detailed Start-Up Guide and video tutorials are here to help guide you through the process and become familiar with CallN features. Our Support page also has a wealth of information to help answer most questions.
We also offer 30 minutes of technical support for new customers starting a free trial. This is usually sufficient to troubleshoot any issues you may have. Our subscribed customers can of course contact us at any time by phone or via our Contact page. We will do our very best to respond to you within 24 hours of receipt of each email.
No, to enable high availability, backups, replication and continued upgrades, the software can only be hosted within our data centers. This is really the best way we can protect your data and still give you the best quality service possible.
CCurrently, we have live deployments recording 100 concurrent calls on early Intel Core2 technology.
The boffins in the lab have successfully recorded 300 concurrent calls with a busy hour of 108,000 calls on a single socket 6 core current generation Intel Xeon server.
No, the CallN software has been created as a windows service. Calls will be recorded and uploaded even with nobody logged in and available to you from any computer or mobile device on the internet.
Yes, that is correct. Data is passively duplicated within your friendly ethernet switch and passed on to the CallN thin client recording computers via an ethernet connection. No data manipulation is required, and this keeps the network happy and humming along at a speedy pace.
We have many exciting new features planned this year including more useful features to help you report on your calls at a click of the mouse, integrating with new CRM’s like Commtrak, configurable dashboards and much more.
We definitely welcome reseller enquiries. We have exciting plans for a rewarding reseller program in the months ahead. Please visit our Resellers page to learn more or go to our Contact page to register your interest.
To reset your password. Open your web browser and type in URL your CallN domain name. Once your web portal login page has opened, please click on the link “Forgot password or Username” located below the password entry field. When prompted, please enter your email address. The email address you enter must match the email address recorded in the CallN portal. You will receive an email containing a link, which when activated, will allow you to set a password.
Open your web browser and type in your portal URL in the address bar. The URL will take the form of https://mycompany.calln.com where “mycompany” is the name of your business or abbreviation of the business name. For example, ACME Pty Ltd could have the URL https://acmeptyltd.calln.com or https://acme.calln.com. Your CallN administrator will be able to tell you the correct URL. When the URL is used you will be prompted to enter your username and password to access the portal.
Open your web browser and type in URL your CallN domain name (ask your Admin for domain name). Login with your username and password. If you have forgotten your password, see the FAQ on resetting your password.
Login into your CallN web portal. Locate Manage Users from top right of your screen. You have two options: Add a new user or Import user. Please select according to your preference.
No, you do not need a dedicated computer or server but it is the preferred option. Any Windows supported computer can run our CallN VoIP thin client app and more information www.calln.com/help-centre/computer-specifications-for-calln.
No, we provide call recording and speech analytics solutions for IP telephony handsets and platforms.
The CallN Recording Application is located on the CallN Website (www.calln.com/windows-thin-client-downloads/). Please be aware that the CallN client is only compatible with Microsoft supported versions of Windows.
There are three requirements to setting up CallN in your network. The first is having a CallN portal and the credentials to log on to your Portal. The second is a Windows computer to load the CallN Recording Application on to. This computer will need to be continually running to record calls and must not be allowed to sleep as sleep mode will stop calls from recording. The last item is a network switch capable of supporting port mirroring. Most managed network switches will support port mirroring but please check the manufactures documentation online if in doubt.
Any network switch which supports the port mirroring feature will work with CallN. Most managed network switches will support port mirroring but please check the manufactures documentation if in doubt.
Payments are setup under the subscription page within your CallN portal. Payment is by credit card, paid monthly but if you wish to pay by bank transfer or pay annually, please our CallN Sales team ([email protected]).
To cancel your service please email us at [email protected].Please be aware that any customer on a contract may be required to pay out the remainder of the contract period as mentioned in the contract terms and conditions.
Cancelled accounts are reviewed and moved to a close state which approximately takes one month. Once the account is closed all data is purged. It is recommended you backup your data before cancelling the account.
Recording of Mobile or Cell phones is currently not available, but work is in progress to record these devices. There will be an announcement on our website and other social media channels when recording of these devices is available.
CallN has two products based on your needs and the licensing you purchase. CallN Record, formerly known as CallN Business, includes call recording and basic reporting. CallN Analytics, formerly know as CallN Enterprise, has all the features of CallN Record plus a call analytics suite which includes call transcription, user score sheets, keywords, topics, user live view etc.
Please visit our YouTube channel for a short video tutorial on creating handsets (https://youtu.be/OZLrz2QiJ80).
Please visit our YouTube channel and watch a short tutorial on how to use CallN Analytics : CallN Analytic.
CallN supports the common IP telephony protocols of SIP, H323, MGCP, CISCO Skinny along with others. For more information, please check our website (www.calln.com/help-centre/compatible-telephony/voip-protocols).
CallN takes your data security seriously. The only people who can listen to your calls are those who you have granted permission in the portal to listen to calls. CallN support staff do not have access to listen to calls on your portal.
If you notice your calls have not been recording, the first step would be to restart the computer recording the calls. If this does not resolve the issue, check that the CallN Client application contains a valid domain name, username and password. Ensure that nothing has changed with your network switch configuration, especially with port mirroring and the physical connections to the network switch. If problems still persist, please contact CallN support at [email protected].
All CallN calls are stored within your regional CallN AWS locations. CallN has AWS locales created in Australia, North America and Europe. Your calls will be stored at the closest location to you. For example: an Australian company’s calls are stored in Australia instance, American company’s calls are stored in North America, etc.
Calls can be accessed from the calls page in your CallN portal. Select a call to begin playback.
Please click the link to see our technote on call Tagging: Tech-Note-CallN-call-Tagging-1.pdf
If you forget your CallN login details, please speak to your CallN administrator. They have access to your user profile from the CallN portal and will be able to advise you as to your username. If you have forgotten your password, you will need to reset your password.
Yes, only if your user profile has the permission to email or download calls. These permissions are granted by a CallN administrator. When listening to a call in your portal, there is an option below the call to email or download the call.
Yes, there is an option within the CallN Recording application that allows calls to be archived to a location on the recording computer or your LAN. If this is not an option, please contact our support team who can discuss other options with you by email [email protected].