6 mins read
The short answer is Yes.
You can monitor VoIP calls and trace the virtual number being used to make those calls. Despite there being multiple intricacies at play, monitoring VoIP calls is easier than keeping tabs on traditional phone calls. You just need the right tools, protocols, and stakeholder cooperation.
When it comes to number tracing, virtual numbers are usually not assigned to a specific location. So, while tracking them, you might have to jump through multiple hoops to find out the call origin. However, with the right VoIP solution provider both of these processes become a cakewalk.
Let’s have a detailed walkthrough of each.
VoIP Call Monitoring vs VoIP Number Tracing
VoIP call monitoring is all about understanding what is being said during a call. Whereas, if you are tracing a VoIP number, you want to find out who made that call.
Here is a detailed breakdown of each:
VoIP Call Monitoring
VoIP call monitoring is a process that helps you oversee and evaluate calls your team is making. The goal is to improve conversation quality, stay compliant with mandate regulations, and enhance customer satisfaction.
With call monitoring, you can listen to live conversations or review recorded calls. For example, a manager might listen to a live customer support call to assess an agent’s communication skills and provide constructive feedback.
VoIP Number Tracing
VoIP number tracing is all about pinpointing where a call comes from, often for security or investigative purposes. It works by tracking metadata, IP addresses, or other technical details to locate the caller.
For example, authorities might trace the origin of a VoIP call to identify the perpetrator of a false advertising scam.
While monitoring focuses on the content and quality of calls, tracing is all about uncovering their source. Both are vital but play very different roles.
Why Monitor VoIP Calls?
VoIP call monitoring has multiple quality assurance and compliance-related uses. Let’s understand them in detail.
Enhances Customer Experience
Real time call monitoring and the call recording functionality let you evaluate how agents are handling customer queries. They help you correct repetitive mistakes and offer valuable suggestions to agents, improving your service quality.
When your team has high-quality customer interactions, they will be able to ensure satisfaction and build loyalty.
Ensures Compliance with Industry Regulations
Monitoring calls is essential if you are a part of industries that impose strict communication regulations. It can help you remain compliant with standards like HIPAA guidelines.
Improve Employee Training and Performance
Call recordings provide valuable insights for training purposes, identifying differences between good and bad quality conversations. You can use them as examples to prepare a list of Do’s and Don’ts for new employees.
Reasons To Trace VoIP Numbers
Number tracing doesn’t have much use in day-to-day operations. However, it can be helpful for law enforcement, cybersecurity efforts, fraud prevention, and protection from Vishing. Here are a few key reasons to trace VoIP numbers:
To Prevent Fraud and Enhance Security
Tracing VoIP numbers enables fraud detection and prevention by locating the origin of suspicious calls. Scammers often exploit VoIP technology due to its anonymity and ease of access, masking their identities behind spoofed numbers. By tracing these calls, it becomes easier to expose such activities, whether it’s Vishing schemes, financial fraud, or impersonation attempts.
To Detect and Respond to Security Threats
If you use a VoIP phone system for communication, its flexibility can be exploited by cybercriminals to launch attacks or infiltrate your networks.
Tracing VoIP numbers allows your IT security teams to track potential threats such as unauthorized access, suspicious activity, or attempts at data breaches. This can help you take immediate corrective actions. You can block malicious numbers or enhance your security protocols, ensuring the safety of sensitive customer information.
How to Monitor VoIP Calls?
Here are the ways you can monitor VoIP calls:
Call Recording: Most of the modern VoIP solutions include a built-in recording feature which can help you save conversations securely on the Cloud to be reviewed later.
Live Monitoring: With functionalities like call whisper and barging, supervisors can listen to live calls without the customers knowing. They can also jump in and take over the conversation if required.
How To Trace VoIP Number?
Although businesses don’t normally need to trace VoIP numbers, it is best to be prepared if the situation arises. Here are the steps you can take:
Analyze the Call Header
Every VoIP call contains a call header, which includes metadata about the call’s origin:
- IP Address: The address of the device initiating the call.
- Session Initiation Protocol (SIP) Information: Details about the call routing.
If you have access to the call logs or use a VoIP service with advanced logging capabilities, reviewing the header can provide clues about the source.
Use Reverse Phone Lookup Services
Many paid and free online platforms, known as reverse phone lookup services, specialize in tracing VoIP numbers. These services cross-reference public databases to identify the owner or source of the VoIP number. You can get key details like the caller’s name and address which can be useful while tracking.
Popular reverse phone lookup service options include:
While these tools may not always identify the exact source, they can narrow down possibilities.
Use Network Packet Sniffers
Many network tools can capture and analyze VoIP call packets in real time. These tools provide details about the call’s origin and information about the call path through the network.
Although you might require technical experts, packet sniffers are one of the most effective ways to trace VoIP numbers directly.
Contact Law Enforcement Assistance
In cases of fraud, threats, or illegal activity, law enforcement agencies can help you trace VoIP numbers. Authorities can issue legal requests to VoIP service providers for detailed information. Once they get access to IP logs, they can pinpoint the geographical location of the caller.
Monitor Call Patterns
Tracing isn’t always about identifying a single call, it can also involve understanding patterns. If a VoIP number frequently calls your line, you should log the times, durations, and frequency of the calls. This data can help you identify trends and aid further investigation.
Sometimes, the numbers might be spoofed, meaning the displayed number isn’t the real source. This might lead to dead ends in tracing, so confirming their authenticity is crucial before proceeding further. Here, Caller ID authentication tools help verify if a call is legitimate.
Is VoIP Call Monitoring and Tracing Legal?
Whether it is legal to monitor and trace VoIP calls depends upon the region and consent from at least one or all parties involved in the conversation. You should be careful about complying with data protection and privacy laws, such as the GDPR or CCPA, to ensure monitoring practices are ethical and legal.
The Verdict
While VoIP calls can be monitored and traced, the process is more tedious than traditional calls. You need multiple tools and technical expertise. You also have to be mindful of the legal regulations about VoIP call management. All this can be simplified if you choose the right VoIP service provider.
With a tech-forward provider like Acefone, you get a system compliant with international regulations. This means you can record, whisper, or barge in without worrying about privacy and security violations.
