Call recording software records telephone conversations over PSTN or VoIP in a digital audio file format. Call recording is distinct from call logging and tracking, which record details about the call but not the conversation; however, software may include both recording and logging functionality.
Call recording is becoming increasingly important, with technology changing and working habits becoming more mobile. Addressing mobile recording is now the subject of many financial regulators' recommendations. It is also increasingly important to business continuity planning, especially for pandemic planning.
The actual recording takes place on a recording system with software for the management of calls and security of recordings. Most call recording software applications rely on an analogue signal via either a call recording adapter or a telephony board.
Digital lines cannot be recorded unless the call recording system can capture and decode the proprietary digital signalling, which some modern systems can. Sometimes a method is supplied with a digital PBX that can process the proprietary signal (usually a conversion box) before being channeled to a computer for recording. Alternatively a hardware adapter can be used on a telephone handset as the digital signal is converted at that point to analogue.