Call Recording And Monitoring - Cisco
CH A P T E R23Call Recording and MonitoringRevised: March 1, 2018Call monitoring and recording solutions provide a way to monitor and record audio and video calls thattraverse various components in a Unified Communications and Collaboration solution, such as Cisco IPPhones, Cisco Unified Border Element devices, or Cisco switches. These recordings can then be used bycall centers and other enterprise functions for various purposes such as compliance, transcription, speechanalysis, podcasting, and blogging. This chapter provides an overview of various call recording solutionsavailable for Cisco Unified Communications and Collaboration solutions for both audio and video calls.The chapter also outlines basic design considerations for call recording solutions embedded within aCisco Unified Communications and Collaboration solution.What’s New in This ChapterTable 23-1 lists the topics that are new in this chapter or that have changed significantly from previousreleases of this document.Table 23-1New or Changed Information Since the Previous Release of This DocumentNew or Revised TopicDescribed in:Revision DateCisco MediaSense has reached end of sale (EoS)and has been removed from this chapter.For information on Cisco MediaSense, refer toprevious versions of the SRND, available athttps://www.cisco.com/go/srnd.March 1, 2018Cisco TelePresence Content Server (TCS) hasreached end of sale (EoS) and has been removedfrom this chapter.For information on Cisco TCS, refer to previousversions of the SRND, available athttps://www.cisco.com/go/srnd.March 1, 2018Cisco Collaboration System 12.x SRNDMarch 1, 201823-1
Chapter 23Call Recording and MonitoringTypes of Monitoring and Recording SolutionsTypes of Monitoring and Recording SolutionsThis section describes the following types of call recording and monitoring solutions: SPAN-Based Solutions, page 23-2 Unified CM Silent Monitoring, page 23-4– Unified CM Network-Based Recording, page 23-4– Unified CM Network-Based Recording with Built-in Bridge, page 23-6– Cisco Unified CM Network-Based Recording with a Gateway, page 23-7 Agent Desktop, page 23-10SPAN-Based SolutionsRecording solutions based on a Switched Port Analyzer (SPAN) use the packet sniffing technology forrecording calls. SPAN is a method of monitoring network traffic. When SPAN is enabled on a switchport or VLAN, the switch sends a copy of all network packets traversing that port or VLAN to anotherport where a recording or monitoring server (such as Cisco Unified Workforce Optimization QualityManagement or a third-party recording server, for example) analyzes those packets. It detects anddecodes the VoIP RTP packets embedded in the network traffic and stores them as audio on a storagedevice. SPAN can be enabled on the ports connected to a Cisco Voice Gateway or Cisco IP Phones, asrequired. For example, for recording internal calls between IP phones, SPAN should be enabled onswitch ports connected to the IP phones.Figure 23-1 illustrates a SPAN-based recording solution deployment for recording internal calls. Theports marked as source ports connected to IP phones are mirrored to the destination port connected tothe recording server.Cisco Collaboration System 12.x SRND23-2March 1, 2018
Chapter 23Call Recording and MonitoringTypes of Monitoring and Recording SolutionsFigure 23-1SPAN-Based Recording Call Flow for Internal CallsVVoiceGatewayGCisco Unified CMSwitchDestination PortsWANRecordingServer313251Source PortsSeveral Cisco partners provide SPAN-based recording servers and applications for Cisco UnifiedCommunications and Collaboration solutions. For technical details, refer to the specific partner productinformation in the Cisco Developer Network Marketplace Solutions Catalog, available 8 %E2%9C%93&x 48&y 6&search%5Btechnology category ids%5D 1900In addition, network traffic flow needs to be considered for appropriate bandwidth provisioning whenport mirroring is enabled.SPAN-Based Recording and VirtualizationThis section reviews some common SPAN-based deployments with virtualization enabled and lists someof the limitations. VMware provides support for the SPAN feature on VMware vSphere DistributedSwitch (VDS) starting with vSphere 5.0.In a virtualized setup, some of the Unified Communications applications, contact center applications,and the port analyzer application may be deployed on virtual machines on the same host or on differenthosts. There are some limitations to SPAN-based recording solutions in a virtualized setup. For example,the following features are not supported for deployments of Cisco Unified Contact Center Enterprise(Unified CCE) with virtualization:Note Remote silent monitoring SPAN-based silent monitoring and recording on Cisco Unified Computing System (UCS) B-SerieschassisSPAN-based silent monitoring and recording is not supported on the UCS B-Series chassis.Cisco Collaboration System 12.x SRNDMarch 1, 201823-3
Chapter 23Call Recording and MonitoringTypes of Monitoring and Recording SolutionsUnified CM Silent MonitoringThe Unified CM Silent Monitoring feature allows a supervisor to listen to a conversation between anagent and a customer with neither the agent nor the customer aware of the supervisor's presence on thecall. During call monitoring, the agent phone combines the two voice RTP streams (one for the agent andone for the customer) on the agent phone and sends the resulting stream to the supervisor phone. Inaddition, whisper coaching allows the supervisor to talk to the agent during the call monitoring session.Call monitoring and whisper coaching can be invoked by call center applications through the JTAPI orTAPI interfaces of Unified CM.Figure 23-2 illustrates the basic setup for Cisco Unified CM Silent Monitoring.Figure 23-2Unified CM Silent Monitoring ArchitectureMedia BetweenCaller and End UserCisco Unified CM ClusterVoicewayGatewayAgentPhoneAgent fied CM Network-Based RecordingThe Unified CM network-based recording feature allows system administrators to record conversationsbetween calling and called parties. Network-based recording allows for forking media using either thebuilt-in bridge (BIB) of a supported IP phone model or a SIP gateway of a supported version andconfiguration. The administrator can set a preference to one forking device type or the other; however,if the preferred forking device is not available, Unified CM automatically fails over to the other method.For example, if an IP phone has recording enabled with Phone Preferred but there is no recordingresource available (the phone does not have a built-in bridge), the gateway would be used for callrecording.Regardless of the media forking devices used by Unified CM for call recording, Unified CM alwaysprovides the metadata about the near-end and far-end parties of the recorded calls to the recording server.The metadata resides in the FROM header of the SIP Invite and other SIP messages that are sent betweenUnified CM and the recording server.Cisco Collaboration System 12.x SRND23-4March 1, 2018
Chapter 23Call Recording and MonitoringTypes of Monitoring and Recording SolutionsFor details about Unified CM silent call monitoring and call recording features, refer to the latest versionof the Feature Configuration Guide for Cisco Unified Communications Manager, available es-list.htmlCisco Unified CM network-based recording supports automatic and selective recordings for eachindividual line instance. This is accomplished by assigning a Recording Profile to each instance of a linewhere recording is required. This allows for recording on a single line of a multi-line device or a singleinstance of a shared line. In automatic recording, Unified CM automatically records every call that isconnected on the endpoint. In selective recording, the user or an external application via JTAPI/CTI hasto explicitly request Unified CM to start the recording for the call on the endpoint. Users can make therecording request by pressing the Start Recording button on the endpoint or by sending the recordingrequest from the JTAPI or TAPI application. To start the recording, Unified CM sends the request to theforking device to fork the media of the conversation to the recording server, where the media is recorded.NoteIf you have enabled both call recording and Multilevel Precedence and Preemption (MLPP), the linesthat use both features will generate two additional call legs. Therefore, you must set the busy trigger forthose lines to 3.Cisco Collaboration System 12.x SRNDMarch 1, 201823-5
Chapter 23Call Recording and MonitoringTypes of Monitoring and Recording SolutionsUnified CM Network-Based Recording with Built-in BridgeCisco Unified CM network-based recording with BIB uses the IP phone’s built-in bridge to enable callrecording. (See Figure 23-3.) During call recording, the agent phone forks the two streams to therecording server. The two streams, one for the called party’s voice and one for the calling party’s voice,get recorded separately. If a single stream is desired, customers can use third-party applications to mixthe recorded streams to produce the conversation.Figure 23-3Unified CM Network-Based Recording Using a Phone's Built-in BridgeEnd User PhonesMedia BetweenCaller and End UserCiscoUnifiedIP PhoneCisco Unified CM ClusterCiscoJabberSoftphoneSIPEnd bileRemoteDestination348821VoiceGatewaywayFor a list of Cisco Unified IP Phones that support call monitoring and recording with Unified CM, referto the Unified CM Silent Monitoring/Recording Supported Device Matrix, available documents/supported/Cisco Collaboration System 12.x SRND23-6March 1, 2018
Chapter 23Call Recording and MonitoringTypes of Monitoring and Recording SolutionsCisco Unified CM Network-Based Recording with a GatewayWhen a call passes through a recording gateway, Cisco Unified CM network-based recording can utilizethe gateway’s media forking capability for call recording. When an external call is connected with anend user on the phone, Unified CM requests the gateway to fork the media of the conversations to therecording server through the UC Gateway Services API running on the gateway. The forked mediaconsists of two RTP streams, one for end user voice and one for caller voice, and the recording servercaptures the streams separately. When a recording-enabled gateway is part of a call, several recordingscenarios are possible, including external calls connected with end users on Cisco Unified IP Phones,Cisco Softphone (Cisco Jabber, for example) running on a PC, mobile phones as remote destinations,CTI ports, and Extend and Connect destinations. Essentially, once an external call terminates on thevoice gateway that Unified CM is registered with, the entire conversation of the call from the caller'sperspective can be recorded, no matter where the call goes inside the enterprise.Cisco Unified CM network-based recording supports additional call types other than the ones describedabove. For details, refer to the latest version of the Feature Configuration Guide for Cisco UnifiedCommunications Manager, available es-list.htmlNoteInvoking media forking from a voice gateway produces two RTP streams, and if silent monitoring isrequired, the application is responsible for mixing the streams.Figure 23-4 illustrates the basic setup for Cisco Unified CM network-based recording using gateways.Cisco Unified CM and the voice gateway are connected through a recording-enabled SIP trunk.Unified CM registers with the UC Gateway Services API running on the gateway through its HTTPinterface. This enables Unified CM to receive call event notifications for all calls passing through thegateway and to decide when to start or stop the recording. Depending on the recording option configured,when a gateway call is connected with an end user on the phone, Unified CM might notify the gatewayimmediately to fork the media or wait for the user indication to start the recording before notifying thegateway. Unified CM notifies the gateway to stop forking the media upon user indication to stop therecording, or the gateway automatically stops the recording upon call termination. The requests to startor stop the recording are sent over the HTTP interface using the Extended Media Forking (XMF) API.Cisco Collaboration System 12.x SRNDMarch 1, 201823-7
Chapter 23Call Recording and MonitoringTypes of Monitoring and Recording SolutionsFigure 23-4Network-Based Recording with a GatewayEnd User PhonesMedia BetweenCaller and End UserCisco Unified CM nd nation348769eVoicewayGatewayCiscoUnifiedIP PhoneWith Unified CM network-based recording with a gateway, the end user phone and the media forkingdevice (voice gateway) are decoupled. They can register to the same Unified CM cluster (as shown inFigure 23-4) or to separate Unified CM clusters. Therefore, this solution could be deployed in amulti-cluster environment such as Cisco Unified CM Session Management Edition (SME). Figure 23-5illustrates an example of deploying Unified CM network-based recording with SME, where the voicegateway registers to the SME cluster and the end user phone registers to the leaf cluster. The SME clusterand leaf cluster are connected by a SIP intercluster trunk (ICT) with the gateway recording optionenabled on both sides. Thus, the recording invocation requests and responses can be sent between SMEand leaf clusters. Also, customers have the option to deploy the recording server centrally in the SMEcluster with the voice gateway or to distribute the recording servers in all the leaf clusters.Cisco Collaboration System 12.x SRND23-8March 1, 2018
Chapter 23Call Recording and MonitoringTypes of Monitoring and Recording SolutionsFigure 23-5Cisco Unified CM Network-Based Recording Deployment with SMEMedia BetweenCaller and End UserSME ClusterSIPInterclusterTrunkHTTPVoiceeGatewaywayEnd UserPhoneSIPCallerVoiceCallerEnd ngServer348770PSTNLeaf ClusterWhen deploying Unified CM network-based recording with a gateway, observe the following guidelines: Network-based recording with a gateway is supported on a variety of platforms including CiscoIntegrated Services Routers (ISRs) (for example, ISR 4K) and Cisco Aggregation Services Routers(ASRs). For detailed requirements, refer to the latest version of the Feature Configuration Guide forCisco Unified Communications Manager, available es-list.html Only SIP is supported between the voice gateway and Cisco Unified CM, and SIP proxy servers arenot supported. For inter-cluster recording, only a SIP trunk is supported to interconnect the clusters. Secure recording is not supported. IPv6 is not supported.Cisco Collaboration System 12.x SRNDMarch 1, 201823-9
Chapter 23Call Recording and MonitoringCapacity Planning for Monitoring and RecordingAgent DesktopAgent desktop monitoring and recording solutions are specific to contact center deployments that enablesupervisors to do silent monitoring and initiate call recording when needed. Several agent desktopmonitoring and recording solutions are available, such as: Cisco Agent Desktop (CAD) Silent Monitoring and Recording Cisco Remote Silent Monitoring (RSM)These solutions are described in detail in the latest version of the following documents: Solution Design Guide for Cisco Unified Contact Center Enterprise, available ducts-implementation-design-guides-list.html Solution Design Guide for Cisco Unified Contact Center Express, available ts-implementation-design-guides-list.htmlCapacity Planning for Monitoring and RecordingEnabling any type of monitoring and/or call recording impacts the overall Unified Communicationssystem capacity. Some silent monitoring and recording solutions (such as the silent monitoring andrecording feature based on Unified CM) consume resources from Unified CM, whereas other solutionssuch as SPAN or desktop silent monitoring and recording do not. Consider the following points whendoing capacity planning for Unified Communications systems with call recording enabled: With Unified CM call recording, each recorded call adds two calls to the call processing componentBHCA capacity. Forking media from an IP phone or voice gateway consumes resources fromUnified CM or the voice gateway, respectively. Bandwidth requirements increase when media forking is enabled on IP phones or Cisco UnifiedBorder Element devices to send forked media to the recording server. In case of agent desktopmonitoring and recording, the bandwidth utilization can be bursty, depending on how many calls arebeing monitored or recorded at a given time. Call recording using a Cisco Unified Border Element doubles the weight of a call. Thus, callcapacity would be cut in half if all calls passing through the Cisco Unified Border Element wererecorded. Memory utilization on Cisco Unified Border Element increases for each call that is recorded. In cases where CTI applications interact with Cisco Unified CM to invoke recording andmonitoring, you should consider the Unified CM cluster deployment model and load-balance theCTI applications across the cluster.Due to the complexity associated with sizing, all deployments must be sized with the CiscoCollaboration Sizing Tool, available to Cisco employees and partners only (with proper loginauthentication) athttps://cucst.cloudapps.cisco.com/landingCisco Collaboration System 12.x SRND23-10March 1, 2018
recording server through the UC Gateway Services API running on the gateway. The forked media consists of two RTP streams, one for end user voice and one for caller voice, and the recording server captures the streams separately. When a recording-enabled gateway is part of a call, several recording scenarios are possible, including external .
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