Software based VoIP recording and monitoring solution for SMBs

A quick insight into how Trigent designed and developed a cost-effective, enterprise class VoIP call recording and monitoring software product for a leading company specializing in VoIP solutions.

The Challenge

A majority of VoIP call recording, monitoring and evaluation solutions come tightly coupled with PBX hardware and switches. There is a need for a generic software that meets the key concerns of small and medium businesses and call centers -- a solution that is cost effective, flexible to work in heterogeneous PBX environments and compatible with leading VoIP solutions offered by companies such as Cisco, 3Com, Covad, Avaya, Mitel, Nortel, etc.

A leading provider of VoIP recording and monitoring software sought Trigent's help in developing a software product that meets these requirements.

The Solution

The solution was entirely designed and developed by a dedicated team at Trigent's offshore development center in Bangalore, India, leveraging its expertise in VoIP, networking, and technologies such as C++ and VC++. A tight development-deploy-test approach was followed to ensure accelerated development and deployment of the solution.

A key challenge was to reverse engineer various PBX packets to understand the call signaling mechanism. Various RFCs ( SIP, MGCP and SKINNY ) were referred to aid the analysis. Apart from call signaling, media handling -- in particular audio - involved RTP and various audio codecs such as G729 and G711.

An overview of the solution architecture

Rigorous testing of the software for various call flow scenarios established that it works well with all major PBXs in the market, besides supporting newer PBX versions. Significantly, performance and load tests were done using only home grown call simulators; the effort, therefore, involved in Alpha and Beta testing for real time scenarios at specific call centers and PBX labs was minimal.

End users, whether a small and medium business or a call center, can deploy this application on any Windows machine to record and monitor IP based phone calls. The application can also work in a heterogeneous PBX environment and in multiple LAN environments.

The Result

What emerged at the end of the project was a low cost, full feature VoIP recording, monitoring and evaluation software product. End users, whether a small and medium business or a call center, can deploy this product on any Windows machine to record and monitor IP based phone calls. The product can also work in a heterogeneous PBX environment and in multiple LAN environments.

The product is fully compatible with leading VoIP solutions offered by companies such as Cisco, Avaya, Nortel, Mitel, Covad, etc., and supports 2000 phones.

About Trigent
Trigent (www.trigent.com) is a software development and offshore outsourcing company that specializes in creating world-class technology solutions and custom applications for software companies, enterprises, and online business customers. We us innovative engagement models, balancing a sophisticated understanding of business with a close attention to detail, to custom our process models and meet our client's offshore development needs.

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