Most Cloud services now allow you to input calls via P.O.T.Ts (landline) and present them Voip to an Agent’s desktop phone Agent.
many Cloud service providers also provide 100% call recording, Cust Sat Surveys and other ‘feature rich” solutions.
we utilize a “dongle” for low tech, basically a splitter that plugs into the Avaya (or Lucent) phone set and runs a line in to the p.c.
A home built recorder app using the p.c. sound board capabilities creates wav files.
A thin client app is prestented to the rep to “Start recording” and “Save”
have your I.T. guy peruse that info…. it’s clunky but doable