How to Choose between Trunk and Extension Recording

Normally, recording at the extension is preferred as you are able to easily locate the conversation by agent. The consideration for recording at the trunk is usually economic. Given an office of 10 lines with 30 phones, it is more economical to purchase a 10 channel logger than a 30 channel logger. However, the trade-offs are as follows:-

1. You are not able to locate conversations by agents as agents are free to answer calls from any trunk lines. You can add-on Call Detail Record matching modules to try to identify agent for each recording. But this is not a 100% accurate method and mismatch will occur in most situations. A more accurate method is the use of Computer Telephony Integration. However, this option is normally costly and therefore defeats the purpose of trunk recording.
2. Internal calls are not recorded. In a hotel call center where the agents handle calls from rooms (internal calls), you have to use extension recording.
3. Every call through the trunk is recorded. So you have to prepare enough storage space for the recording of the whole office instead of just the few phones that need to be recorded.