AudioCodes SmartTAP Call Recording is an enterprisewide compliance and liability recorder supporting Skype for Business.SmartTAP is deployed across the enterprise.Find the best Call Center Software for your organization.Compare top contact center solutions with customer reviews, pricing and free demos.The Voxida call center glossary lists key contact center terminology.Architecture.JPG' alt='Call Recording Software For Cisco Call Manager Services 6' title='Call Recording Software For Cisco Call Manager Services 6' />Cisco Collaboration System 9.Solution Reference Network Designs SRND Call Recording and Monitoring Cisco Unified Communications Manager Call.ManagerThis section describes the following types of call recording and monitoring solutions SPAN Based Solutions.Recording solutions based on a Switched Port Analyzer SPAN use the packet sniffing technology for recording calls.SPAN is a method of monitoring network traffic.When SPAN is enabled on a switch port or VLAN, the switch sends a copy of all network packets traversing that port or VLAN to another port where a recording or monitoring server such as Cisco Unified Contact Center Express, Cisco Unified Workforce Optimization Quality Management, or a third party recording server, for example analyses those packets.It detects and decodes the Vo.IP packets embedded in the network traffic and stores them as audio on a storage device.SPAN can be enabled on the ports connected to Cisco Unified Communications Manager Unified CM, a Cisco Voice Gateway, or Cisco IP Phones, as required.For example, for recording internal calls between IP phones, SPAN should be enabled on switch ports connected to the IP phones.Figure 2.SPAN based recording solution deployment for recording internal calls.The ports marked as source ports connected to IP phones are mirrored to the destination port connected to the recording server.Figure 2.SPAN Based Recording Call Flow for Internal Calls.Several Cisco partners provide SPAN based recording servers and applications for Cisco Unified Communications and Collaboration solutions.Refer to the specific partner product documentation for further technical details.In addition, network traffic flow needs to be considered for appropriate bandwidth provisioning when port mirroring is enabled.Also consider the type of servers deployed for applications such as Cisco Unified CM and Cisco Tele.Presence Recording Server, especially when hosting these applications in a virtualized setup.SPAN Based Recording and Virtualization.This section reviews some common SPAN based deployments with virtualization enabled and lists some of the limitations.Note that the SPAN feature requires the source and destination ports to be on the same switch.VMware provides support for the SPAN feature only on Cisco Video Distribution Suite VDS with VMware v.Sphere release 5.In a virtualized setup, some of the Unified Communications and contact center applications and the port analyzer application may be deployed on virtual machines on the same host or on different hosts.There are some limitations to SPAN based recording solutions in a virtualized setup.For example, the following features are not supported for deployments of Cisco Unified Contact Center Enterprise Unified CCE with virtualization Remote silent monitoring.SPAN based silent monitoring and recording on Cisco Unified Computing System UCS B Series chassis.Note SPAN based silent monitoring and recording is not supported on the UCS B Series chassis.Cisco Media.Sense does not support SPAN based recording or call monitoring.Silent Monitoring and Recording with Unified CMCisco Unified CM silent monitoring and call recording solutions provide the ability to monitor and record customer conversations for compliance purpose.The Silent Call Monitoring feature allows a supervisor to listen to a conversation between an agent and a customer with neither the agent nor the customer aware of the supervisors presence on the call.The Call Recording feature allows system administrators or authorized personnel to archive conversations between the agent and the customer.Note Cisco Unified Communications Manager supports the Silent Call Monitoring and Call Recording features only within a single cluster.Cisco Unified CM uses an architecture based on the IP phones to provide call monitoring and recording for audio calls.It uses the IP phone built in bridge BIB to enable call monitoring and recording.For call monitoring, the agent phone combines the two voice RTP streams on the agent phone and sends the resulting stream to the supervisor phone.Call monitoring can be invoked by call center applications through the JTAPI or TAPI interfaces of Unified CM.The call recording device is configured on Unified CM as a SIP trunk device.For recording, the agent phone forks the two streams to the recording server.The two streams, one for the agent voice and one for the customer voice, get recorded separately.The recorded streams can be mixed to produce the conversation using third party applications.Figure 2.Unified CM Silent Call Monitoring and Call Recording features.Agent and supervisor phones are CTI controlled.Figure 2.Call Monitoring and Recording with Unified CMFor details on the Unified CM Silent Call Monitoring and Call Recording features, refer to the latest version of the.Cisco Unified Communications Manager Features and Services Guide.USproductsswvoiceswps.Cisco Media.Sense.Cisco Media.Sense is a SIP based, network level service that provides voice and video media recording capabilities for network devices.It is fully integrated into the Unified CM architecture and can capture and store Vo.IP conversations that traverse appropriately configured Unified CM IP phones or Cisco Unified Border Element devices by invoking media forking capabilities on the IP phones and Cisco Unified Border Element devices.In addition, an IP phone user or SIP endpoint device may call the Cisco Media.Sense system directly in order to leave a recording that consists of only media generated by that user.Such recordings may include video as well as audio, thus offering a simple and easy method for recording video blogs and podcasts.While the recording is in progress, it can also be streamed live using a media player such as VLC or Apple Quick.Time. Dpm 2010 Manual Agent Install Workgroup here. Cisco Media.Sense uses an HTTP interface to access and play back recordings.Note Most but not all Cisco Unified IP Phones support media forking.Those that do not support media forking cannot be used for phone based recording.For a list of IP phones that support phone based media recording with Cisco Media.Free Download Rocket Torrent Pro Tools there.Sense, refer to the latest version of the Solution Reference Network Design for Cisco Media.Sense, available at http www.USproductsps.Cisco Media. Sense also provides an administration and reporting interface to configure the cluster and manage recordings.It provides secure media storage on an encrypted storage area network SAN.It does not currently support secure media relay using s.RTP or other means.Deployment.Cisco Media.Sense can be deployed only on top of a VMware hypervisor running on a Cisco C Series or B Series platform.It is deployed as a single server or as a cluster of up to a five nodes, depending upon the required capacity of the system.It can also be deployed on a Cisco Services Ready Engine SRE platform with up to two SRE modules.In a multi node setup, there are three types of servers Primary Provides both database and media operations.Secondary Provides high availability for the database as well as both database and media operations.Expansion Provides additional capacity for media operations but no data operations.It is not supported in Cisco SRE deployments.When deploying multiple Cisco Media.Sense clusters, Cisco recommends partitioning the IP phones carefully among the various clusters so that each IP phone gets recorded by only one cluster.Note SIP proxy servers are not supported between Cisco Media.Sense and Unified CM or Cisco Unified Border Element.Cisco Unified CM Deployments.Figure 2.Unified CM deployment for call recording.Once a call is established from a signaling perspective, the media flows directly between the external phone and the internal IP phone.The IP phone is configured to fork media to Cisco Media.Sense for call recording.If the call gets transferred to another IP phone, call recording ends unless the phone that accepts the transferred call is also configured for recording.Figure 2.Call Recording with Cisco Unified CM and Media.Sense.
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