- Introduction
- Feature - CUCM Call recording and silent monitoring
- Configuration Procedure
- Related Information
Introduction
This document covers the deployment scenario and configuration for CUCM call based call recording and silent monitoring.
Feature - CUCM Call recording and silent monitoring
CUCM offers silent call monitoring and call recording as native features.
Silent monitoring feature on CUCM allows the supervisors to monitor agents thru a cisco Unified IP Phone and Monitored calls to be managed like normal calls. It doesnt require SPAN.
Recording Feature on CUCM supports two types of recording
- Automatic recording— All calls are recorded on line appearance; recording is invoked by Unified Communications Manager.
• Selective recording—The supervisor and/or recording server can elect to record temporarily based on business rules and events.
When a recording session is invoked automatically or selectively, Unified Communications Manager delivers the unadulterated speech (two RTP streams) to the recording server through a Session Initiation Protocol (SIP) trunk established between the Unified Communications Manager server and recording server. This allows call centers to take advantage of speech analysis technologies that scan for speech patterns and behaviors which might indicate a problem during the call.
Silent recording has no perceptible effect on the agent's or customer's visual display, and there is no perceptible audio glitch that might alert the agent or the customer that their call is being recorded.
Deployment Scenario for Cisco Unified CM - Call recording and monitoring
Agent - The call party that is Monitored and recorded.
Supervisor - The person who is silently monitoring the call
Configuration Procedure
1. How to enable Silent monitoring on Cisco Unified IP Phone?
1. On CUCM Administration page choose Device > Phone and find the IP Phone for enabling the monitoring and Set the Bulit in Bridge option to ON
2. From the monitoring Calling search space drop-down list, choose the partition to control who can monitor whom.
3. Go to System > Service Paramaters > Cisco Call manager
Configure the following in the Service parameter configuration page and then Choose Clusterwide Parameter (Feature monitoring) area and set
Play Monitoring Notification Tone To Observed Target = True
Play Monitoring Notification Tone To Observed Connected Parties = True
4. On agent (monitored) IP Phone, place the monitoring partication which we selected in step 2 - in the normal calling search space for the IP Phone
2. How to configure CUCM based Call recording ?
CUCM is connected to a Recorder ie Recording server and configuring a phone for recording.
1. On CUCM administrator page, choose Device > Device Settings > Recording profile and then click Add new
2. Adding a new SIP Trunk that points to a recorder. Navigate to Device > Trunk and then click Add new
SIP Profile configuration,
3. Creating a Route pattern for the recorder
Go to Call Routing > Route/Hunt > Route Pattern. This creates a new Recorder Route Group that contains the Recorder SIP Trunks. Consecutively add a new Route List that contains the Recorder Route Group and a Route Pattern .
attach the image
4. Go to System > Service Paramaters > Cisco Call manager
Configure the following in the Service parameter configuration page and then Choose Clusterwide Parameter (Feature Callrecording) area and set
Play Monitoring Notification Tone To Observed Target = True
Play Monitoring Notification Tone To Observed Connected Parties = True
5. Go to Device > Phone and select the phone for which recording is to be
enabled. Set the Built In Bridge option to On and select a Recording Profile
for each line appearance. 
6. Choose the desired recording option for each line appearance:
- Automatic Call Recording Enabled
- Selective Call Recording Enabled
