What the CallMiner integration adds to VICIdial recordings

VICIdial records calls natively using Asterisk's MixMonitor engine. CallMiner Record — the commercial product that grew out of ORECX OREKA — sits alongside that layer and adds capabilities that MixMonitor alone cannot provide. Understanding what it actually adds helps you decide whether the added infrastructure complexity is worth it for your operation.

SIP-level audio capture

Native VICIdial Call recording runs inside Asterisk: MixMonitor taps the audio after it has been decoded and mixed by the dialplan. OREKA captures the SIP (Session Initiation Protocol) audio stream before Asterisk touches it. This means OREKA can record audio even in scenarios where the MixMonitor hook is never reached — for example, during early-media events or certain bridging edge cases. It also handles its own audio compression independently, so you are not locked into whatever codec Asterisk is using internally.

Agent screen capture

The second major addition is screen capture. OREKA can record everything happening on the agent's screen throughout the call — the script they are reading, the fields they update, the disposition they select, and any CRM tabs they open. This turns a raw audio file into a synchronized audio-and-video record of the entire interaction. For Call monitoring and quality-assurance workflows this is a significant step up from audio-only review.

What CallMiner adds beyond OREKA

OREKA is the open-source recording engine. CallMiner wraps that engine with a commercial analytics and compliance platform. On top of OREKA's raw capture, CallMiner adds automated scoring, keyword spotting, sentiment detection, and reporting dashboards. Those features are part of CallMiner's commercial platform and are separate from the VICIdial configuration steps — VICIdial's job is to feed CallMiner clean, correctly attributed audio.

How VICIdial feeds CallMiner correctly

flowchart LR
  A[Agent call answered] --> B[SIP audio captured by OREKA]
  A --> C[Agent screen recorded by OREKA]
  B --> D[Audio file stored with call metadata]
  C --> D
  D --> E[CallMiner platform ingests file]
  E --> F[Automated scoring and keyword search]
  E --> G[Supervisor review dashboard]

For OREKA to label recordings correctly, VICIdial must have "Extension Append CID" turned on in every campaign and Ingroup that touches OREKA-recorded calls. Without that label, CallMiner receives audio files with no call-level metadata and cannot match them to agents or dispositions.

Who should consider this integration

• Operations running formal quality-assurance scoring on a meaningful percentage of calls.
• Compliance-heavy verticals (insurance, financial services, healthcare) that need a screen record alongside audio for regulatory review.
• Teams that want automated keyword or sentiment scoring without building their own analytics pipeline.

**Heads up:** CallMiner Record is a commercial product. Pricing and implementation support come from CallMiner directly. VICIdial's role is purely the call-delivery and metadata-labeling side; the analytics layer is outside the open-source project.

To understand the full recording foundation this integration builds on, read VICIdial call recording explained. For transcription-based analysis without a full screen-recording stack, see transcription options for VICIdial recordings.

Planning a hosted VICIdial environment built for third-party recording integrations? See VICIfast pricing.