When IP based call centers first came of age there was a challenge presented in how to record VoIP calls and further, where to record them. I met a number of call center companies at TMC’s VoIP Developer show who were there to solve this precise problem. There are now a number of companies targeting this situation. Once company that has made this once prickly situation easier to deal with is Cacti.
The company’s Converge VoIP platform supports SIP and H.323 as well as many of the current compression standards. There is integrated e-learning and web enhanced replay. In addition the company provides concise reporting features and other bells and whistles. You may want to investigate Cacti’s products in your IP-based call center.