Recording in Cisco BE6K/BE7K

[Anand Sharma]

Hello,

"Let us know regarding the Recording..

Case 1:

Suppose if customer is only looking for call recording(<100;less than 100 users) and he doesn't require the Contact Center in his environment as of now.

What are the best fit components we have to include along with BE6K/BE7K.

Case 2:

Also let me know if he also looking for IVR for 10 Users; then what are the additional components we have to include along with BE6K/BE7K."

Regards,

Anand

[Deepak Rawat]

Case 1:

Media Sense is the solution you should opt for that is capable of doing recording for various environments that include CM, Contact Center, Cube, CUC etc. Take a look below:

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/mediasense/11/Design_Guide/CUMS_BK_MC36D963_00_mediasense-srnd_11.html

https://supportforums.cisco.com/document/12727731/types-recording-options-available-media-sense

Case 2:

IVR for 10 users can really be managed using CUCM native call queuing functionality. However, if there are some additional/specific things like DTMF, Databse DIP, intelligent call routing, real time statistics etc that you need then you should go for Contact Center Express.

You should be able to install UCCX and MediaSense both on BE6K/7K. Below is the link for Contact Center ordering guide that you might find helpful:

http://www.cisco.com/c/dam/en/us/products/collateral/customer-collaboration/CCBUorderingguide.pdf

Regards

Deepak

[Chris Deren]

Besides MediaSense many 3rd party solutions out there: Calabrio, NICE, Verint, CallCopy, etc, etc.

[Anand Sharma]

Could you please let me know what are the additional thing Viz. Software and Hardware i need to add along with CUCM or CC if we'll use 3rd party Solution apart from Cisco Media Sense?

[Deepak Rawat]

That you will need to check with the third party itself. Also, the support with third party products is limited from TAC perspective so you might need to check on that as well with the Third party vendor.

Regards

Deepak

[Anand Sharma]

Deepak,

Support i am providing 3rd party solution for Recording then do i need to provide any software for integration like cisco don't have analog phones but its support 3rd party analog phones  along with VG gateway and Essential user connect license.

Could you please let me know same thing in terms of 3rd party recording?