Hi,
Firstly please advise what version of Communications Manager are you running within your centralised deployment? This will enable us to determine what features and services are supported within that particular release?
Cisco Unified Communications Manager 6.x and 7.x provide Silent Monitoring and Call Recording features and these features available to any deployment or installation where monitoring and recording enabled applications are available this negates the requirement for SPAN and is more scable to meet routed environment such as the WAN although beware of bandwidth constraints as Aaron mentioned.
Cisco Unified Communications Manager uses an IP phone-based architecture to provide call monitoring and call recording. The IP phone-based architecture exhibits the following methods:
•
IP phone-based call monitoring—The agent phone mixes the agent voice with the customer voice and sends the mix of both voices to the supervisor phone.
•IP phone-based call recording—The agent phone forks the agent voice to the recorder. The recording stream comprises the speech of the agent. The agent phone also forks the customer voice to the recorder. The recording stream comprises the customer speech.
Agent devices must be able to mix media for monitoring and to fork media for recording.
Devices That Support Call Monitoring and Call Recording
This section lists and describes the various devices that support call monitoring and call recording.
Agent Devices
The system supports the following Cisco third-generation IP phones: 7906G, 7911G, 7931G, 7941G, 7941G-GE, 7961G, 7961G-GE, 7970G, and 7971G-GE.
Supervisor Devices
Supervisor devices must be able to receive one-way media.
Recorders
Recorders must interface with Cisco Unified Communications Manager SIP trunk to receive recording calls.
Nice/Witness Recorders have been tested; Verint and other third-party vendors manufacture suitable recorders. Check with your Recording vendor to ascertian if this is supported?
IP Phone-based Call Recording Modes
The following modes of call recording exist:
•Automatic recording
•Application-invoked recording
In automatic recording, the recording session automatically establishes when agent answers or initiates a call.
In application-invoked recording, the application invokes the recording session for an active call through TAPI/JTAPI API.
The administrator configures the recording option and recording profile on the agent line appearance. By default, the recording option specifies Call Recording Disabled.
When the recording option is set to either Automatic Recording Enabled or Application Invoked Recording Enabled, the line appearance can be associated with a recording profile: The recording profile specifies the following parameters: Recording Calling Search Space and Recording Destination Address.
When automatic recording is enabled, the application recording requests get rejected.
Recorder as SIP Trunk Device
The SIP trunk points directly to the recorder. Many recorders (such as those from Witness and Nice) consist of proxy, logger or storage and database.
The recorder accepts recording calls from Cisco Unified Communications Manager in SIP protocol.
A directory number gets assigned to the recorder; a route pattern gets configured for the SIP trunk.
For more information, please refer to the following Communications Manager Feature and Services Guides. A CCO Login maybe required:-
http://www.cisco.com/en/US/partner/docs/voice_ip_comm/cucm/admin/6_0_1/ccmfeat/fsmr.html#wp1048991
http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/admin/7_1_2/ccmfeat/fsmr.html#wp1048991
Regards
Allan.
Hope this helps, please rate helful posts.
