1. Defining an Application User
This user will be used to communicate between the CUCM and TSP Client on the NICE Interactions Center. The user needs to be assigned below CTI roles:
Standard CTI Allow Call Monitoring
Standard CTI Allow Call Park Monitoring
Standard CTI Allow Call Recording
Standard CTI Allow Calling Number Modification
Standard CTI Allow Control of All Devices
2. Defining a SIP Trunk
You need to configure a SIP trunk to connect the CUCM to the Nice Voice Recording SIP Proxy / Forwarding SIP Proxy (VRSP / FSP).
3. Defining the Recording Profile
Each device that needs to be recorded is associated with a recording profile that defines the number that it uses to dial the VRSP (FSP).
4. Defining a Route Group
Route Group to group together all the SIP trunks point to VRSPs/FSPs.
5. Defining a New Route List
Define a new Route List that contains the Recorder Route Group. This points to the prioritized Route Group that are just created in step 4.
6. Defining a New Route Pattern
Define a new Route Pattern based on the Device Number for the Recorder that is created previously. The new Route Pattern should point to the Recorder Route List.
7. Configuring the Built In Bridge (BIB) on the IP Phone
The Cisco IP Phone-based Active Recording solution uses the Cisco IP phones to fork the RTP media. This forking is based on the Built In Bridge (BIB) within the IP phone.
8. Associating the Recording Profile with the Recorded Device Number & Selecting Recording Method
The Recorded Device Number needs to be associated with the Recording Profile.
• For Total recording, select Automatic Recording
• For Interaction-based recording, select Application Invocation.
• For no recording, select Disabled
9. Configuring the Phone Device Notification Tones
Cisco’s IP Phone-based Active Recording provides you with an optional feature, enabling you to configure the notification tones on the phone itself. Notification tones can be configured on either a system-wide level or a device level.
10. Associate Recorded IP Phone Recording Application User
Go to CCMadmin CUI Under User Management\Application User, find the nice application user, and add the recorded IP phone to its Controlled Devices.
11. Installing and configuring Cisco TSP Client on the NICE Interactions Centre.
Details on TSP installation and configuration can be found at the link below:
http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/admin/3_1_2/ccmcfg/b08tsp.html#wp1018415
