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Cisco MediaSense End Of Life FAQ

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The Cisco MediaSense software is going to End Of Life. The End of Life announcements can be found here:

http://www.cisco.com/c/en/us/products/customer-collaboration/mediasense/eos-eol-notice-listing.html

There will be no new feature developments on the software beyond the 11.5 release.

Announcement on Cisco.com : April 5th, 2017

End of Sale (+ 6months) : October 4th, 2017

End of SW Maintenance : October 4th, 2018

End of Software Support (+3 years) : October 31th, 2020

Recording Conversations is a critical business requirement. Businesses record conversations for various reasons including Compliance, Quality Monitoring, Agent Training, Government Regulations, Analytics, Security, Liability Mitigation and Business Group Certifications.

Cisco offers multiple choices for businesses to reach these goals:

  1. 1) Calabrio Solutions Plus – Compliance Recording, Workforce Optimization, Workforce Management, Analytics
  2. 2) NICE Solutions Plus – Compliance Recording, Workforce Optimization, Workforce Management, Analytics
  3. 3) Verint Solutions Plus – Compliance Recording, Workforce Optimization, Workforce Management, Analytics, Financial Turret Recording
  4. 4) Cisco Unified Workforce Optimization for Contact Center Express – Compliance Recording, Workforce Optimization, Workforce Management
  5. 5) Cisco MediaSense – Compliance Recording. Planned End Of Life.

The above solutions provide on-premises solutions to meet the business outcomes.

Cisco is not going to provide a Cisco developed recording solution for On Premise deployments beyond the 11.5 release of the Cisco MediaSense software.

What options are available for new Contact Center Enterprise Customers?

The Cisco SolutionsPlus portfolio offers three options for the Recording Solutions:

NICE, Verint and Calabrio

The SolutionsPlus ordering guide can be found here:

http://www.cisco.com/c/dam/en/us/products/collateral/customer-collaboration/unified-contact-center-enterprise/customer-contact-og.pdf

What options are available to new Contact Center Express Customers?

The Cisco Unified Workforce Optimization for the Cisco Unified Contact Center Express provides a Compliance Recording option.

The Data Sheets and Literature can be found here:

http://www.cisco.com/c/en/us/products/customer-collaboration/unified-workforce-optimization/literature.html

What options are available for existing MediaSense Customers?

Cisco would like to offer any help to customers who are currently using the Cisco MediaSense software. Cisco MediaSense will continue to be supported till the identified End Of Support in the End Of Life Bulletin.

We will also be willing to offer any support needed to move the Customers to a Solutions Plus recording solution.

For any questions, please reach out to:

Anil Verma (anilve@cisco.com) Product Manager

Scenario 1: Using MediaSense for Audio Recording

Scenario 1a:Customer using MediaSense as recorder with SolutionsPlus for WFO

Potentially affected Solutions: UCCE, PCCE, HCS-CC

The Customer can move the recording solution to one provided by the SolutionsPlus vendor:

  • Calabrio
  • NICE
  • Verint

Scenario 1b: Customer is using MediaSense in UCCX for recording, no WFO

Potentially affected Solutions: UCCX

The customer can move to the compliance recording solution of the Cisco Unified Workforce Optimization.

Scenario 1c: Customer is using MediaSense as recorder with CUCM

Potentially affected Solutions: Remote Expert Mobile, Remote Expert Branch, Jabber Guest, Jabber over MRA, UC

The customer can continue to use MediaSense for more time as the solution is fully TAC supported. They can also move the audio recording solution to one provided by the SolutionsPlus vendor if required.

There are other third party solutions available for Audio recording on the Cisco Marketplace that can be explored for the particular customer situations:

https://marketplace.cisco.com/catalog/search?utf8=%E2%9C%93&search%5Bq%5D=recording+&search%5Bdeployment_model_category_ids%5D=&search%5Btechnology_category_ids%5D=&search%5Border%5D=relevance&per_page=40&_=1491950677491&ts=1491950678465

Scenario 1d: Customer is using MediaSense as recorder for Branch on ISR Blades

Potentially affected Solutions: UC

The customer can continue to use MediaSense for more time as the solution is fully TAC supported.

MediaSense runs as a VMWare virtual machine on the blades. There are other third party solutions available for Audio recording on the Cisco Marketplace that can be explored for the particular customer situations:

https://marketplace.cisco.com/catalog/search?utf8=%E2%9C%93&search%5Bq%5D=audio+recording&search%5Bcat%5D

Scenario 2: Using MediaSense for Video Recording

Scenario 2a: Customer is using MediaSense with CUCM for Video Recording

Potentially affected Solutions: Remote Expert Mobile, Jabber Guest, UC Video

The customer can continue to use MediaSense for more time as the solution is fully TAC supported. There is no other certified solution available.

There are other third party solutions available for Video recording on the Cisco Marketplace that can be explored for the particular customer situations:

https://marketplace.cisco.com/catalog/search?_=1489700730094&page=1&pagination_page_number=1&per_page=20&search%5Bdeployment_model_category_ids%5D=&search%5Border%5D=relevance&search%5Bpage%5D=2&search%5Bper_page%5D=20&search%5Bq%5D=video+recording&s...

Scenario 2b: Customer is using MediaSense with Unity Connection for Video AA & Messaging

Potentially affected Solutions: Unity Connection

The customer can continue to use MediaSense for more time as the solution is fully TAC supported. There is no other known solution available.

Scenario 3: Using MediaSense for Audio/Video Streaming

Scenario 3a: Customer using MediaSense as Audio Streaming Resource for CVP

Potentially affected Solutions: UCCE, HCS-CC

MediaSense 11.5 introduced the Audio Streaming capabilities for CVP as a potential replacement for the Helix solution.

Real Networks has arranged for comparable products from alternate suppliers. More information can be found here:

http://www.realnetworks.com/products-services/helix

Scenario 3b: Customer using MediaSense for Video on Hold and Video in Queue with CVP

Potentially affected Solutions: UCCE, HCS-CC, Remote Expert

There is no known replacement solution available for Video on Hold or Video in Queue. The customer can continue to use MediaSense for as long as it is TAC supported.

An alternative solution for the Video on Hold, is to use Audio on Hold instead.

There are potential Video Streaming solutions, such as:

https://www.wowza.com/solutions/streaming-types/video-on-demand

http://www.dveo.com/Streaming-Video-HTTP-RTSP-Flash-IPTV/HLS-live-streaming-IP-streaming-HTTP-live-flash-streaming-appliance.html

https://marketplace.cisco.com/catalog/search?utf8=%E2%9C%93&search%5Bq%5D=Video+Streaming&search%5Bdeployment_model_category_ids%5D=&search%5Btechnology_category_ids%5D=&search%5Border%5D=relevance&per_page=20&_=1489705639987&ts=1489705640373

These solutions might need work to integrate into a SIP environment.

Scenario 3c: Customer is using MediaSense for Video on Hold with CUCM

Potentially affected Solutions: UC

There is no known replacement solution available for this. The customer can continue to use MediaSense for more time as the solution is fully TAC supported.

An alternative solution for the customers is to use Audio on Hold instead.

There are potential Video Streaming solutions, such as:

https://www.wowza.com/solutions/streaming-types/video-on-demand

http://www.dveo.com/Streaming-Video-HTTP-RTSP-Flash-IPTV/HLS-live-streaming-IP-streaming-HTTP-live-flash-streaming-appliance.html

https://marketplace.cisco.com/catalog/search?utf8=%E2%9C%93&search%5Bq%5D=Video+Streaming&search%5Bdeployment_model_category_ids%5D=&search%5Btechnology_category_ids%5D=&search%5Border%5D=relevance&per_page=20&_=1489705639987&ts=1489705640373

These solutions might need work to integrate into a SIP environment

Scenario 4: Using MediaSense for Video AA & Messaging with Unity Connection

Scenario 4a: Customer is using MediaSense with Unity Connection for Video Auto Attendant

Potentially affected Solutions: Unity Connection

There is no known replacement solution available. The customer can continue to use MediaSense for while it is fully TAC supported.

Scenario 4b: Customer is using MediaSense with Unity Connection for Video Messaging

Potentially affected Solutions: Unity Connection

There is no known replacement solution available. The customer can continue to use MediaSense for while it is fully TAC supported.

Will MediaSense Still be Supported by TAC and Engineering?

Yes MediaSense 11.x and 10.x will be supported by Cisco TAC and the Engineering teams will the identified End Of Support in the End Of Life Bulletin

Will there be security fixes coming for MediaSense?

Yes Security fixes will be supported on the 11.5 release till the identified End Of Software Support in the End Of Life Bulletin.

Comments
Cisco Employee

Could we please add an audio-only non CC scenario (CUCM) above? The SolutionsPlus alternatives described above are very CC focused.

http://www.imagicle.com/go/callrecording

It is a generic call recording app, with role based access, encryption, media lifecycle, archiving, rec announcements and gadget for Cisco Jabber.

Moreover integrated into the Imagicle ApplicationSuite with other UC must have apps like Call Accounting, Fax Server, Attendant Console, available @ Cisco GPL.

We are also working to have recorder in pricelist soon.

Chris

Enthusiast

The Video on hold / Video  in queue alternatives (3a and 3c on the document) don't seem to be feasible since the products suggested don't support sip trunking, and CUCM VOH feature currently can only be achieved via SIP.

Contributor

There are a lot of Recording options available from Cisco partners. See here for the list :

https://marketplace.cisco.com/catalog/search?utf8=%E2%9C%93&search%5Bq%5D=recording+&search%5Bdeployment_model_category_ids%5D=&search%5Btechnology_category_ids%5D=&search%5Border%5D=relevance&per_page=40&_=1491950677491&ts=1491950678465

The three listed SolutionPlus options for Calabrio, Verint and NICE are not just available for Contact Centers. You can use these SKUs for a non-CC, pure UC environment too. The vendors want to make sure that the designs are approved and sized properly, so there is still the issue of using the A2Q process and getting them approved to take off compliance hold.

Contributor

Nuno, you are right. There is no option readily available off the shelf to replace these scenarios. There are the suggested alternatives, but you would need to contact them to see if they will support your particular solution design.

Community Member

Gerardo,

You may want to consider Aurus Record app - http://aurus5.com/phoneup/record/

It works with CUCM alone, provides a free UI for MediaSense records and here are details for replacement - http://aurus5.com/phoneup/record/replace-ms.php

Cisco Employee

Wasn't our Helix integration for streaming using the Helix Universal Server component?  According to that RealNetworks link, Universal Server is no longer available for license from any supplier.  Has anyone had success using Helix Media Library, Broadcaster, or Webcaster with CVP?

Beginner

Excellent contribution! Thank you!!!

Beginner

Anyone have any experience with QMS from Enghouse? 

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