Ask the Expert : Call Recording with Cisco Unified Communication Manager (UCM)

[ciscomoderator]

Welcome to the Cisco Support Community Ask the Expert conversation.  This is an opportunity to learn and ask questions about Cisco Unified CM call recording solution that provides the ability to record customer conversations for compliance purpose. This topic will cover an overview, configuration and troubleshooting of the call recording feature.

Monday, January 19th, 2015 to Friday, January 30th, 2015

Harmit Singh is a technical leader with the High Touch Technical Services (HTTS) and Technical Assistance Center (TAC) Unified Communications teams based in Bangalore. He has broad experience in Cisco Unified Communications infrastructure solutions. He has 10 years of experience working with large enterprise and service provider networks. He also holds CCIE certifications (#20012) in Voice and Collaboration as well as Red Hat and VMware certifications.

Mohammed Noorulla Khan is a customer support engineer in High-Touch Technical Services (HTTS)  Unified Communications teams based in Bangalore. His areas of expertise include Cisco Unified Communications Manager, Gateways, and Jabber. He has over 6 years of industry experience working with large enterprise and service provider networks. He also holds CCIE certifications (#35741) in Voice and VMware certifications.

** Remember to use the rating system to let Mohammed and Harmit know if you've received an adequate response.  **

Because of the volume expected during this event, the experts might not be able to answer every question. Remember that you can continue the conversation in the Collaboration, Voice and Video  community, subcommunity, IP Telephony, shortly after the event. This event lasts through January 30th 2015. Visit this forum often to view responses to your questions and those of other Cisco Support Community members.

[D T]

Hello Experts, We are currently using CUCM 8.6 + NICE Recording (JTAPI) and map MAC addresses. We plan to migrate to CUCM 10.5 and use extension mobility. Is there a need to change the type of NICE Recording (JTAPI) since we will be using extension mobility and will map via the extension numbers instead of the MAC?

[Mohammed Khan]

Hi DT,

Thanks for your question.

What i understand is that you would like to clarify JTAPI client/Plugin need to be changed/updated. Is this accurate?

Yes you have to upgrade JTAPI Client on Nice when you upgrade CUCM.

Since your using Extension Mobility profile instead of IP Phones you may have to associate Extension Mobility Profiles to Application User.

Please let me know if you have followup questions.

HTH,

Regards,

Mohammed Noor

[Aman Soi]

Hi,

I just wanted to know that "Do we need to go only for third party recording solutions [like KnoahSoft ] when using only Call Manager ?" we do not have any  contact center express/enterprise solution just want to do recording for few selected users .

regds,

aman

[Mohammed Khan]

Hi Aman,

Thanks for your question.

While there are third party recording solution in the market, we also have Cisco Mediasense with various features on call recording like

++ Video conversations recording

++ Network-based recording

++ Basic archival of recordings

++ Call association with Cisco Unified Contact Center Express (UCCX)

Refer below Cisco Media Sense Data Sheet for your quick reference.

http://www.cisco.com/c/en/us/products/collateral/customer-collaboration/mediasense/datasheet-c78-731529.html?cachemode=refresh

Let me know if you have any followup questions

Regards,

Mohammed Noor

[Aman Soi]

Hi Noor,

thanks for answering the queries[+5]

I was going through the link shared

Expanded network-based recording

● Using capabilities in Cisco Unified Communications Manager (UCM) Version 10.0 (and later), Cisco MediaSense can record calls between Cisco UCM-registered endpoints, regardless of the devices or their locations. This feature allows use of a convenient, centralized recording policy

this means we can integrate Media Sense with CUCM 10 or above for recording purpose.No Unity connection  and UCCX is there in setup.Please advise.

regds,

aman

[Mohammed Khan · Accepted solution]

Hi Aman,

You're right. MediaSense can be integrated with CUCM independently without CUC and UCCX. 

Regards,

Mohammed Noor

[Aman Soi]

thanks a lot for clarification.

regds,

aman

[EmilTaghiyev]

Cisco MediaSense is based on "line" recording which in my opinion is better than other 3rd party software using SPAN

But another side that not all Cisco IP Phones support "line" recording

Supported models should have BiB(Built-in-bridge) feature

Also it is not possible to use 3rd party vendors

[Suresh Hudda]

Good to know this :-) +5

Suresh

[Maheshwar Tayal]

Hello Harmit/Noorulla

Do we support recording with HCS environment and which 3rd party vendors are validated with HCS based call control 10.1.1

Which end points are supported for recording via HCS call control.

Thanks

[Harmit Singh]

Hi Maheshwar,

Thank you for your query. Please find my response below:

1> Do we support recording with HCS environment and which 3rd party vendors are validated with HCS based call control 10.1.1?

Answer: Whether you use a standalone UCM cluster, UCCE or HCS, call recording would be supported across the board in the same manner.

Please refer to the following link:

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/hcs-cc/10_0_1/Install_and_Config/CHCS_BK_ICC270D0_00_installing-and-configuring-cisco-hcs/CHCS_BK_ICC270D0_00_installing-and-configuring-cisco-hcs_chapter_011.html#CHCS_RF_T1105284_00

Option	Notes
Recording	All Recording applications that are supported by Unified CCE are supported on HCS for CC. For details, see Recording section in Agent and Supervisor Capabilities.

With respect to which 3rd party vendors have been validated, marketplace.cisco.com is a good place to crosscheck this info. You will find a Cisco Compatible Logo against the partners listed there. The logo is used to signify that the PARTNER product has undergone technical interoperability testing with the Cisco product specified. The interoperability testing is conducted by a third party laboratory based on testing criteria set forth by Cisco. PARTNER is solely responsible for the support and warranty of its product. Placement of the PARTNER product or information pertaining thereto, on the Cisco Marketplace website does not constitute an offer to sell the PARTNER product in any way. For further information on the PARTNER products, please visit the PARTNER company website.

Please refer to the following link and use the search field under Collaboration Technology:

https://marketplace.cisco.com/catalog/search?utf8=%E2%9C%93&search[q]=&search[technology_category_ids]=23%2C24%2C197%2C1940%2C1941%2C1921%2C1576%2C1897%2C1983%2C2418%2C26%2C198%2C1904&search[order]=tier&per_page=20&_=1421663854257&ts=1421663855441

2> Which end points are supported for recording via HCS call control?

Answer: The following link should help clarify this:

http://solutionpartner.cisco.com/web/sip/wiki/-/wiki/Main/Unified+CM+Silent+Monitoring+Recording+Supported+Device+Matrix

Please let us know if you have any follow up questions. Hope this is helpful.

Regards,

Harmit Singh.

[Chuck Brier]

We are a UCCX V9 shop. We are using the built in call recording features in UCCX. The voice stream is sent back to the UCCX server by CAD. Our problem is we have remote agents that work from home over the internet.

All the agents have the same standard setup.

Internal Network <--> Cisco ASA <-- VPN --> Cisco 881 <--> 7965 <--> PC

We are experiencing call quality issues when the recording or listen in session occurs. This is mostly due to the doubling up of voice bandwidth across the VPN tunnel. We are using G711 codec and phones are SCCP. ISR PRI Gateways are MGCP.

We'd like to record all calls, however, external calls are most important.

How can we capture the calls (record and listen-in) before the voice stream traverses the VPN tunnel and still service the on-net agents with one solution? We prefers not to change the CODEC. We are not opposed to upgrading to V10, however, we want the solution to be contained in the UCCX UIs.