We did our first test using Skype version 3 and one of the add-ons called Pamela, which enables Skype session recording. The sound was incredible, so we'll use that instead of Skype with HotRecorder.

On a related note, Skype just continues to blow me away. The Extras are amazing and many are free. If you haven't checked it out you are seriously missing it. They have something called Jyve that's tag lined "Live Access to People and What They Know". Here is a page explaining how it works. I wonder if this is the future of support...