Cisco Unified Communications Manager Features and Services Guide, Release 8.0(1)
Monitoring and Recording
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Monitoring and Recording

Table Of Contents

Monitoring and Recording

Configuration Checklist for Monitoring and Recording

Introducing Monitoring and Recording

Terminology for Call Monitoring and Call Recording

Call Monitoring Overview

Call Recording Overview

Monitoring and Recording Architecture

Devices That Support Call Monitoring and Call Recording

Introduction to Call Monitoring

Invocation of a Silent Monitoring Session

Supervisor Transfers the Monitoring Call

Agent Cannot Control a Monitoring Call

Multiple Monitoring Sessions

Barging or Monitoring an Agent Call

Monitoring an Agent in a Conference

Agent Conferences in the Supervisor

Supervisor Conferences in Another Supervisor

Introduction to Call Recording

Call Recording Modes

Recorder as SIP Trunk Device

Automatic Recording

Application-Invoked Recording

Recording Calls Do Not Survive Agent Hold

Recording a Barged Call

Recording an Agent Conference

Simultaneous Monitoring and Recording

Call Characteristics of Monitoring and Recording Calls

Monitoring and Recording Notification Tones

Play Tone Behavior

Codec for Monitoring and Recording Calls

Limit Codec Usage for Recording Calls

Monitoring and Recording Are One-Way Media

One-Way Media and Firewalls

Call Preservation in Monitoring and Recording

Call Information and Call Display

CTI Event Delivery to Application

System Requirements for Monitoring and Recording

CTI Requirements

Hardware Requirements

Interactions and Restrictions

Interactions

CTI and JTAPI/TSP Applications

Other Cisco Unified Communications Manager Features

Restrictions

Security Handling in Monitoring and Recording

Intercom

Configuring Monitoring and Recording

Turn on IP Phone BIB to Allow Monitoring or Recording

Add User for Monitoring or Recording Application

Add User to Groups That Allow Monitoring and Recording

Configure Tones for Monitoring or Recording

Configure Monitoring Calling Search Space

Enable Recording for a Line Appearance

Create Recording Profile

Create a SIP Trunk That Points to the Recorder

Create a Route Pattern for the Recorder

Create Recorder Redundancy

Setting the Monitoring and Recording Service Parameters

Notification

Codec Usage

Built-In Bridge

Related Topics


Monitoring and Recording


Call centers need to be able to guarantee the quality of customer service that an agent in a call center provides. To protect themselves from legal liability, call centers need to be able to archive agent-customer conversations.

The Silent Call Monitoring feature allows a supervisor to eavesdrop on a conversation between an agent and a customer without allowing the agent to detect the monitoring session.

The Call Recording feature allows system administrators or authorized personnel to archive conversations between the agent and the customer.

Cisco Unified Communications Manager supports the Silent Call Monitoring and Call Recording features only within a single cluster.

The Silent Monitoring and Call Recording features specify generic features in Cisco Unified Communications Manager. Cisco makes these features available to any deployment or installation where monitoring- and recording-enabled applications are available. Descriptions in this document use terms such as supervisor, agent, and customer to refer to the parties that participate in call monitoring and recording sessions.

The following topics discuss silent call monitoring and call recording:

Configuration Checklist for Monitoring and Recording

Introducing Monitoring and Recording

System Requirements for Monitoring and Recording

Interactions and Restrictions

Configuring Monitoring and Recording

Related Topics

Configuration Checklist for Monitoring and Recording

Call centers need to be able to guarantee the quality of customer service that an agent in a call center provides. To protect themselves from legal liability, call centers need to be able to archive agent-customer conversations.

The silent call monitoring feature allows a supervisor to eavesdrop on a conversation between an agent and a customer without allowing the agent to detect the monitoring session. The call recording feature allows system administrators or authorized personnel to archive conversations between the agent and the customer.

The steps in Table 33-1 summarize the actions that are needed to configure monitoring and recording. For more information on monitoring and recording, see the "Introducing Monitoring and Recording" section and the "Related Topics" section.

Table 33-1 Monitoring and Recording Configuration Checklist

 
Configuration Steps
Related Procedures and Topics

Step 1 

Turn on IP phone BIB to allow monitoring or recording.

Cisco Unified IP Phone Configuration, Cisco Unified Communications Manager Administration Guide

Step 2 

Add user for monitoring or recording application.

Application User Configuration, Cisco Unified Communications Manager Administration Guide

Step 3 

Add user to groups that allow monitoring and recording.

Application User Configuration, Cisco Unified Communications Manager Administration Guide

User Group Configuration, Cisco Unified Communications Manager Administration Guide

Step 4 

Configure tones for monitoring or recording.

Service Parameters Configuration, Cisco Unified Communications Manager Administration Guide

Step 5 

Configure DN for a monitoring calling search space.

Directory Number Configuration, Cisco Unified Communications Manager Administration Guide

Step 6 

Enable recording for a line appearance.

Directory Number Configuration, Cisco Unified Communications Manager Administration Guide

Step 7 

Create a recording profile.

Recording Profile Configuration, Cisco Unified Communications Manager Administration Guide

Step 8 

Create a SIP trunk that points to the recorder.

Trunk Configuration, Cisco Unified Communications Manager Administration Guide

Step 9 

Create a route pattern for the recorder.

Route Pattern Configuration, Cisco Unified Communications Manager Administration Guide

Step 10 

Configure recorder redundancy.

Trunk Configuration, Cisco Unified Communications Manager Administration Guide

Introducing Monitoring and Recording

The following topics introduce call monitoring and call recording:

Terminology for Call Monitoring and Call Recording

Call Monitoring Overview

Call Recording Overview

Monitoring and Recording Architecture

Devices That Support Call Monitoring and Call Recording

Introduction to Call Monitoring

Introduction to Call Recording

Call Characteristics of Monitoring and Recording Calls

Terminology for Call Monitoring and Call Recording

This document uses the following terms to discuss call monitoring and call recording:

Agent—A call center employee who takes calls from customers.

Call monitoring—A Cisco Unified Communications Manager feature that allows the monitoring party to listen to or participate in a conversation between or among other parties.

Call recording—A Cisco Unified Communications Manager feature that allows a recording device to record a conversation between or among other parties.

Customer—In this document, refers to a caller that calls into a call center.

Local stream—The media stream from agent to customer.

Recorder—A recording party.

Recording application—A recording-enabled application that invokes a recording session.

Remote stream—The media stream from customer to agent.

Supervisor—The supervisor of agents. A supervisor can monitor the call between an agent and a customer.

Supervisor desktop application—A monitoring-enabled application that gets used to invoke a monitoring session.

Silent monitoring—A mode of call monitoring. The Cisco Unified Communications Manager silent monitoring feature allows a monitoring party (a supervisor) to listen to a conversation between a near-end party (an agent) and a far-end party (a customer) without allowing the near-end party to detect the monitoring session.

Call Monitoring Overview

With silent call monitoring, the supervisor can listen in on an agent call for quality control and performance evaluation. By default, the agent does not get made aware of the monitoring session. Figure 33-1 illustrates silent call monitoring.

Figure 33-1 Silent Monitoring Overview

Call Recording Overview

Call recording specifies a call center ability to archive the agent conversations. The following types of call recording exist:

Total Recording—All calls of all agents automatically get recorded.

Selective Recording—Only a percentage of calls of agents get recorded.

Figure 33-2 illustrates call recording.

Figure 33-2 Call Recording Overview

Monitoring and Recording Architecture

Call monitoring and call recording represent essential features in call centers. Environments other than the traditional call center sometimes use call monitoring and call recording to meet regulatory or quality requirements that an enterprise faces.

Various architectures can accomplish call monitoring and call recording. 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.

Figure 33-3 illustrates the IP phone-based architecture for monitoring and recording.

Figure 33-3 IP Phone-Based Architecture for Monitoring and Recording

Figure 33-4 illustrates the streaming through the agent IP phone.

Figure 33-4 Streaming Through the Agent IP Phone With IP Phone-Based Monitoring and Recording

The call monitoring and call recording features impose requirements upon the following areas:

CTI/JTAPI/TSP

Call processing

Cisco Unified Communications Manager Administration

Cisco Unified Communications Manager database

IP Phone Firmware

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

Agent devices must be able to mix media for monitoring and to fork media for recording.

The list of devices that support the monitoring and recording features varies per version and device pack.

Use the Cisco Unified Reporting application to generate a complete list of devices that support monitoring and recording for a particular release and device pack. To do so, follow these steps:

1. Start Cisco Unified Reporting by using any of the methods that follow.

The system uses the Cisco Tomcat service to authenticate users before allowing access to the web application. You can access the application

by choosing Cisco Unified Reporting in the Navigation menu in Cisco Unified Communications Manager Administration and clicking Go.

by choosing File > Cisco Unified Reporting at the Cisco Unified Real Time Monitoring Tool (RTMT) menu.

by entering https://<server name or IP address>:8443/cucreports/ and then entering your authorized username and password.

2. Click System Reports in the navigation bar.

3. In the list of reports that displays in the left column, click the Unified CM Phone Feature List option.

4. Click the Generate a new report link to generate a new report, or click the Unified CM Phone Feature List link if a report already exists.

5. To generate a report of all devices that support monitoring, choose these settings from the respective drop-down list boxes and click the Submit button:

Product: All

Feature: Monitor

The List Features pane displays a list of all devices that support the monitoring feature. You can click on the Up and Down arrows next to the column headers (Product or Protocol) to sort the list.

6. To generate a report of all devices that support recording, choose these settings from the respective drop-down list boxes and click the Submit button:

Product: All

Feature: Record

The List Features pane displays a list of all devices that support the recording feature. You can click on the Up and Down arrows next to the column headers (Product or Protocol) to sort the list.

For additional information about the Cisco Unified Reporting application, refer to the Cisco Unified Reporting Administration Guide, which you can find at this URL:
http://www.cisco.com/en/US/products/sw/voicesw/ps556/prod_maintenance_guides_list.html.

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.

Introduction to Call Monitoring

In IP phone-based silent call monitoring, the monitoring stream comprises a mix of the customer voice and the agent voice. Only an application can trigger a monitoring session. Figure 33-5 shows the flow during a typical monitoring session.

Figure 33-5 Silent Call Monitoring Session Flow

Only an application can invoke monitoring through the JTAPI or TAPI interfaces of Cisco Unified Communications Manager. Monitoring exhibits these characteristics:

Because monitoring is call based, the monitoring target specifies a specific call on a line appearance of an agent.

A start monitoring request from the application triggers the supervisor phone to go off hook automatically and make a monitoring call to the agent.

The agent phone automatically accepts the monitoring call. The monitoring call does not get presented to the agent.

The Cisco Unified Communications Manager user interface and an application control authentication and authorization for monitoring. The following requirements apply:

The application user needs to be a member of the Standard CTI Allow Call Monitoring user group.

The agent device needs to be in the application user CTI control list.

Invocation of a Silent Monitoring Session

A supervisor can initiate a silent monitoring session by using a desktop application after the agent answers a call.

Figure 33-6 illustrates a silent monitoring session.

Figure 33-6 Silent Monitoring Session

When the supervisor initiates a monitoring session, the following steps take place:

1. The customer calls into the call center. The call gets routed to the agent.

2. The agent answers the call. A two-way media stream gets set up between the agent IP phone and the customer.

3. The supervisor selects the agent from his desktop application, and then clicks Monitoring.

4. The supervisor phone automatically goes off hook.

5. The supervisor phone makes a monitoring call to the agent.

6. The built-in bridge (BIB) of the agent phone automatically accepts the monitoring call. The agent phone starts to mix media of the agent voice and the customer voice and sends the mix to the supervisor phone.

Be aware that the supervisor must be located in the same cluster as the agent to start the silent monitoring session. However, the supervisor can transfer the monitoring call anywhere after the monitoring call is initiated.

The supervisor can terminate the monitoring call anytime after the call starts, either through the application or simply by hanging up.

The supervisor can put the monitoring call on hold (no MOH gets inserted) and resume the monitoring call from the same or a different device.

Supervisor Transfers the Monitoring Call

Figure 33-7 illustrates the supervisor transfer of a monitoring call.

Figure 33-7 Supervisor Transfers the Monitoring Call

During a monitoring call, the supervisor transfers the monitoring call, and the following steps take place:

1. Supervisor 1 presses the Transfer softkey and dials the phone number of supervisor 2.

2. Supervisor 2 answers the call.

3. Supervisor 1 completes the transfer by pressing the Transfer softkey again.

4. The monitoring call transfers to supervisor 2. Supervisor 2 starts to receive the mix of the agent voice and the customer voice.

Agent Cannot Control a Monitoring Call

The agent does not have direct control over the monitoring call; however, the agent action on the primary call causes a corresponding action for the monitoring call.

When an agent puts the customer on hold, Cisco Unified Communications Manager also puts the monitoring call on hold, but no MOH gets inserted. When the agent hangs up the call with the customer, the monitoring call terminates.

Figure 33-8 illustrates the scenario where the agent puts the customer on hold while the supervisor is monitoring the agent.

Figure 33-8 Agent Does Not Control the Monitoring Call

While an agent is being monitored, the agent puts the customer on hold, and the following steps take place:

1. The agent puts the customer on hold. MOH gets inserted and played to the customer.

2. Cisco Unified Communications Manager automatically puts the supervisor on hold. No MOH gets inserted to the supervisor.

Multiple Monitoring Sessions

Figure 33-9 illustrates the call flows during multiple monitoring sessions.

Figure 33-9 Multiple Monitoring Sessions

During multiple monitoring sessions, the following steps take place:

1. Customer 2 calls the agent while the agent is in a call with customer 1 and supervisor is monitoring the agent call with customer 1.

2. The agent puts customer 1 on hold; MOH gets inserted to customer 1.

3. Cisco Unified Communications Manager puts the supervisor on hold. No MOH gets inserted to the supervisor.

4. The agent answers customer 2 call.

5. The supervisor initiates a second monitoring request for the agent call with customer 2.

6. The supervisor phone automatically puts the first monitoring call on hold.

7. The supervisor phone goes off hook and makes the second monitoring call to the agent.

8. The agent IP phone (BIB of the agent IP phone) automatically accepts the monitoring call. The mix of agent voice and customer 2 voice gets sent to the supervisor phone.

Barging or Monitoring an Agent Call

If the agent call is being monitored, the barge-in call from a shared line fails.

If the agent call is barged in, the monitoring request gets rejected with a No resource error.

Monitoring an Agent in a Conference

An agent in a call center sometime needs to bring in another party into the conversation with the customer.

Figure 33-10 illustrates a case where agent1 starts an ad hoc conference to include agent2 in the conversation with the customer. The supervisor for agent1 monitors the original call with the customer.

During the setting-up process, the media of the monitoring call disconnect briefly. After the conference completes, the supervisor can hear all the parties that are included in the conference.

Figure 33-10 Monitoring an Agent in a Conference

Agent Conferences in the Supervisor

The agent may create a conference with the supervisor while that supervisor is monitoring that agent.

The supervisor must put the monitoring call on hold before joining the conference.

Figure 33-11 illustrates this scenario.

Figure 33-11 Agent Conferences in the Supervisor

Figure 33-11 shows the final connection when the supervisor puts the monitoring call on hold and joins the conference. The monitoring session remains in the hold state while the supervisor participants in the conference. After the supervisor leaves the conference, he can then resume the monitoring session.

Supervisor Conferences in Another Supervisor

A supervisor can conference another supervisor for the monitoring session.

Supervisors can hear and talk to each other, and both can hear the conversation of the agent with the customer.

Figure 33-12 illustrates this scenario.

Figure 33-12 Supervisor Conferences in Another Supervisor

In the example shown in Figure 33-12, supervisor 1, who started a monitoring call to the agent, conferences in supervisor 2 to the monitoring call. The customer and agent can still hear each other and are not aware of any of the monitoring supervisors. Both supervisor 1 and the supervisor 2 can hear the conversation of the agent with the customer. The two supervisors can hear each other.

Introduction to Call Recording

In IP phone-based call recording, recording streams get forked from agent IP phone to the recorder: The agent voice and the customer voice get sent separately.

The administrator configures the recorder in Cisco Unified Communications Manager as a SIP trunk device.

Figure 33-13 illustrates IP phone-based call recording session flow.

Figure 33-13 IP Phone-Based Call Recording

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.

A directory number gets assigned to the recorder; a route pattern gets configured for the SIP trunk.

Automatic Recording

In automatic recording, after an agent call becomes active, two server calls get made to the built-in bridge (BIB) of the agent phone. The agent phone automatically answers. Two server calls then get redirected to the recorder.

Figure 33-14 illustrates automatic recording.

Figure 33-14 Automatic Recording

During an automatic recording session, the following steps take place:

1. A customer calls into the call center.

2. The call routes to the agent. The agent answers the call. The agent IP phone starts to exchange media streams with the customer.

3. Because the agent line appearance is configured for automatic recording, the recording session for the media streams automatically gets triggered. Cisco Unified Communications Manager first makes a recording call to the built-in bridge (BIB) of the agent IP phone for the agent voice.

4. Cisco Unified Communications Manager makes the second recording calls to the BIB of the agent IP phone for the customer voice.

5. The recorder receives and answers the recording call setup messages from Cisco Unified Communications Manager for the agent voice in SIP. The agent IP phone starts to fork the agent voice stream to the recorder.

6. The recorder receives and answers the recording call setup messages from Cisco Unified Communications Manager for the customer voice in SIP. The agent IP phone starts to fork the customer voice stream to the recorder.

Application-Invoked Recording

In application-invoked recording, when an agent call becomes active, the application can send a Start Recording command for the call. Be aware that recording calls setup is identical to the setup for automatic recording.

Figure 33-15 illustrates application-invoked recording.

Figure 33-15 Application-Invoked Recording

A supervisor or an authorized person can start a call recording session for an active call after the call becomes active. Figure 33-15 shows such an example. In this case, the supervisor detected the agent is on an active call, and the supervisor clicks the record button on the recording application for the call. The application sends a Start Recording command to Cisco Unified Communications Manager with the call information. Cisco Unified Communications Manager then establishes two recording calls from the agent IP phone to the recorder for the two voice streams of the call.

Recording Calls Do Not Survive Agent Hold

Recording calls get torn down when the agent puts the call on hold, and they get reestablished when the agent resumes the call.

The Start Recording Request from an application persists throughout the call.

Figure 33-16 illustrates the scenario in which recording calls do not survive agent hold.

Figure 33-16 Recording Calls Do Not Survive Agent Hold

Recording a Barged Call

When recording a barged call, the following recording streams apply: the customer voice alone and the mixed voices of agent 1 and agent 2.

Figure 33-17 illustrates the scenario when a barged call is recorded.

Figure 33-17 Recording a Barged Call

Recording an Agent Conference

When a conference is recorded, the following recording streams apply: agent voice alone and the mixed voices from the rest of the conference participants.

An agent may create a conference while being recorded. During the conference setup process, recording calls get torn down and then reestablished.

Figure 33-18 illustrates the scenario in which an agent conference gets recorded.

Figure 33-18 Agent`s Conference Gets Recorded

Simultaneous Monitoring and Recording

Recording can take place when the agent call is being monitored.

Recording and monitoring get set up independently from each other

Figure 33-19 illustrates simultaneous monitoring and recording.

Figure 33-19 Simultaneous Monitoring and Recording

In the case of simultaneous monitoring and recording, the following steps take place:

1. A customer calls into the call center.

2. The call routes to agent. Agent answers the call. A two-way media streaming gets set up between agent IP phone and the customer.

3. The recording call for the agent voice gets set up between agent phone and the recorder.

4. The recording call for the customer voice gets set up between agent phone and the recorder.

5. The supervisor desktop application shows that agent has an active call. On his desktop application, the supervisor clicks the monitor button for current active call of agent.

6. The supervisor IP phone gets triggered to go off hook and make a monitoring call toward agent.

7. Agent phone accepts the monitoring call. Agent phone starts to send a stream of mixed voices of the customer and the agent to the supervisor IP phone. Neither the agent nor the customer can hear the supervisor.

Call Characteristics of Monitoring and Recording Calls

These sections describe various characteristics of monitoring and recording calls.

Monitoring and Recording Notification Tones

In certain jurisdictions, a requirement exists to inform the agent or the customer that their call is being monitoring or reordered in the form of tones.

Use the following service parameters to set the default play tone options:

Play Recording Notification Tone To Observed Target

Play Recording Notification Tone To Observed Connected Parties

Play Monitoring Notification Tone To Observed Target

Play Monitoring Notification Tone To Observed Connected Parties

The application also provides the tone option in the monitoring or recording request. The tone plays when either the server parameter or application enables tones.

Figure 33-20 illustrates the observed connected party and the observed target.

Figure 33-20 Observed Connected Party and Observed Party

Play Tone Behavior

Monitoring tone and recording tone represent two different tones; they can be enabled or disabled separately.

By default, the supervisor does not hear monitoring or recording tones. Playing to the supervisor can be enabled optionally through the device recording tone setting.

Table 33-2 specifies the behavior of tones in monitoring and recording scenarios.

Table 33-2 Play Tone Behavior 

Play To
Agent Hears
Customer Hears
Supervisor Monitoring Stream
Agent Recording Stream
Customer Recording Stream

None

None

None

None

None

None

Agent

Tone

None

None

None

None

Customer

None

Tone

None

Tone

None

Both

Tone

Tone

None

Tone

None


Codec for Monitoring and Recording Calls

The agent device and the supervisor device negotiate the codec for a monitoring call, subject to Cisco Unified Communications Manager region settings.

The codecs for recording calls match the codec of the customer-agent call.

Figure 33-21 illustrates the codecs for monitoring and recording calls.

Figure 33-21 Codecs for Monitoring and Recording Calls

Limit Codec Usage for Recording Calls

Because the codecs for recording calls match the codecs for agent-customer calls, you may need to insert transcoders if the recorder does not support the matching codecs.

Cisco Unified IP Phones adds new codecs that Cisco transcoders do not support.

Use the following service parameters to enable or disable usage of the G722 and iLBC codecs:

G722 Codec Enabled

iLBC Codec Enabled

Find these service parameters in the Clusterwide Parameters (System - Location and Region) section of the Service Parameter Configuration window.

You can set these service parameters with the following values:

Enabled for All Devices

Enabled for All Devices Except Recording-Enabled Devices

Disabled

Monitoring and Recording Are One-Way Media

A monitoring call comprises one-way media from an agent phone to a supervisor phone.

Recording calls comprise one-way media from an agent phone to the recorder.

Monitoring calls and recording calls go through normal call admission control; however, the bandwidth calculations are the same as the calculations with two-way media.

NAT separating agent and supervisor or agent and recorder remain transparent to the monitoring or recording calls (within the limitations of Cisco Unified Communications Manager).

One-Way Media and Firewalls

Firewall software needs to know the destination IP address and destination port as well as the source IP address to open the pinhole for an RTP stream.

Be aware that SCCP messages for media are not symmetric, SIP is OK.

The SCCP ver 12 enhancement for one-way media provides the following additions:

New StartMediaTransmissionAck (SMTACK) message with transmission IP and port

OpenReceiveChannel (ORC) with additional transmission IP and port

Figure 33-22 illustrates the issue with one-way media and a firewall.

Figure 33-22 One-Way Media and Firewall

Call Preservation in Monitoring and Recording

If the agent call that is being monitored or recorded goes to call preservation, Cisco Unified Communications Manager puts the monitoring call or recording calls into call preservation mode.

The agent call does not get affected if the monitoring call or recording call go to call preservation mode.

Call Information and Call Display

Built-in Bridge (BIB) specifies a component in the device layer. BIB provides the logical representation of the DSP resource in the Cisco Unified IP Phone. Calls that are made to the BIB of the phone device layer remain hidden to the user.

Monitoring and recording calls (the server calls) to the agent get made to the BIB of the agent.

For a monitoring call, the supervisor phone displays "From Monitoring [agent user name/DN]."

For a recording call to the recorder, the special tag in the "from header" of the SIP INVITE message indicates the source of the voice stream.

For Agent Voice

From "AgentUserName" <sip:agentDN@ccm;x-nearend;x-refCI=12345; x-nearenddevice=[agent_devicename]"

For Customer Voice

From "AgentUserName" <sip:agentDN@ccm;x-farend;x-refCI=12345;x-farenddevice=[farend_devicename]"

CTI Event Delivery to Application

CTI Events get delivered to the agent on the primary call leg (or reference call leg), as shown in Figure 33-23.

Figure 33-23 CTI Event Delivery to Application

System Requirements for Monitoring and Recording

The following sections provide the system requirements for monitoring and recording.

CTI Requirements

Computer Telephony Integration (CTI) provides the ability for applications to monitor calls on a per-call basis. Cisco defines the monitor target as the party that is monitored and the monitor initiator as the monitoring party.

If a single application observes both the monitor target and the monitor initiator, call events that get reported to the application help the application identify calls on the monitor target and provide the ability to monitor the calls. If different applications observe the monitor target and the monitor initiator, the application that observes the monitor target must provide the call information to the application that observes the monitor initiator. Based on the call information that is available to the application that observes the monitor initiator, a monitoring request can get initiated. Termination of the call at the monitor initiator or monitor target stops the monitoring session.

For recording, Cisco Unified Communications Manager provides the ability to record all calls automatically. The SIP or SCCP station initiates this automatic recording and is based on configuration of Cisco Unified Communications Manager Administration. Administrators can configure no recording, can configure automatic recording of all calls, or can configure per-call recording through application control for a line appearance. CTI does not provide the ability to override the administrator configuration in the database.

When the recording type is set to the application-controlled call-based recording, applications can initiate recording on a per-call basis.

When invoking recording and monitoring or any other CTI features, delays and unexpected behavior can result if UDP transport is used for phones that are running SIP.

Applications that intend to monitor or record calls should have the corresponding monitoring and recording privileges enabled for the application user or end user that the application uses.

For convenience the MonitoringPartyInfo, MonitoredPartyInfo, and RecordPartyInfo all get combined and reported as CallAttributeInfo from CTI to applications.

Hardware Requirements

The monitoring and recording features support a limited set of phones and related devices. Refer to the "Devices That Support Call Monitoring and Call Recording" section for details.

Interactions and Restrictions

This section provides the interactions and restrictions for the monitoring and recording feature. Refer to the following topics:

Interactions

Restrictions

Interactions

Monitoring and recording interact with the following applications and features:

CTI and JTAPI/TSP Applications

Other Cisco Unified Communications Manager Features

CTI and JTAPI/TSP Applications

Computer Telephony Integration (CTI), Java Telephony API (JTAPI), and TSP support monitoring and recording of calls. Applications can use these interfaces to monitor or record calls in a Cisco Unified Communications Manager system.

The initial implementation of this feature presents some limitations. For monitoring, applications must open the line that is to be monitored and the party that will monitor. This requirement exists because the call ID of the call to be monitored should get provided when the monitoring party initiates a request to monitor that call. One way to circumvent this limitation involves using two coordinating applications, one application to open the line for the monitored party and another application to open the line of the monitoring party, and provide the call ID of the party to be monitored through an out-of-band mechanism. Applications such as IPCC Enterprise use the latter approach.

No backward compatibility implications exist because monitoring and recording as new features do not affect any of the existing features.

Other Cisco Unified Communications Manager Features

The following features work transparently with monitoring and recording:

Forced Authorization Codes (FAC) and Client Matter Codes (CMC)

QSIG

Multilevel Precedence and Preemption (MLPP)

The following features and other Cisco Unified Communications Manager components interact with monitoring and recording:

Call Transfer

Immediate Divert (i-Divert)

Call Park

Barge

Music On Hold (MOH)

Conferencing

Bulk Administration Tool (BAT)

Restrictions

The following restrictions and limitations exist for monitoring and recording:

Security Handling in Monitoring and Recording

Intercom

Security Handling in Monitoring and Recording

Cisco Unified Communications Manager allows a supervisor or administrator to monitor a conversation between an agent and a customer without either party knowing that they are being monitored. For information about using and configuring secure call monitoring and recording, see the "Secure Call Monitoring and Recording" chapter in the Cisco Unified Communications Manager Security Guide.

Intercom

The system does not allow monitoring or recording of whisper intercom and talkback intercom calls. Configuration of the intercom calling search space (CSS) specifies this limitation.

Configuring Monitoring and Recording

The following subsections provide detailed examples of the steps that are necessary to configure monitoring and recording. The configuration checklist in Table 33-1 summarizes the steps in a single table and points to additional Cisco Unified Communications Manager documentation that discusses each menu option in detail.

Use the following topics to configure call monitoring and call recording:

Turn on IP Phone BIB to Allow Monitoring or Recording

Add User for Monitoring or Recording Application

Add User to Groups That Allow Monitoring and Recording

Configure Tones for Monitoring or Recording

Configure Monitoring Calling Search Space

Enable Recording for a Line Appearance

Create Recording Profile

Create a SIP Trunk That Points to the Recorder

Create a Route Pattern for the Recorder

Create Recorder Redundancy


Tip Before you configure monitoring and recording, review the "Configuration Checklist for Monitoring and Recording" section.


Turn on IP Phone BIB to Allow Monitoring or Recording

The built-in bridge of the agent phone must be set to On to allow its calls to be monitored or recorded.

You can also set the Built-in Bridge Enable service parameter to On and leave the Built-in Bridge in the Phone Configuration window set to Default.

Use the Device > Phone menu option in Cisco Unified Communications Manager Administration to perform the necessary configuration.

Figure 33-24 illustrates turning on the IP phone BIB to allow monitoring or recording.

Figure 33-24 Setting the Phone Built In Bridge to On

Add User for Monitoring or Recording Application

You must first create the application user who is capable of invoking monitoring or recording, and the application user must belong to a group with monitoring and recording privileges.

Add an application or end user from Application User Configuration window or the End User Configuration window.

Use the User Management > Application User menu option in Cisco Unified Communications Manager Administration to perform the necessary configuration.

Figure 33-25 illustrates adding a user for the monitoring or recording application.

Figure 33-25 Adding a User for the Monitoring or Recording Application

Add User to Groups That Allow Monitoring and Recording

Add the user to the user groups: Standard CTI Allow Call Monitoring user group and the Standard CTI Allow Call Recording user group.

Also add the user to Standard CTI Enabled user group.

Use the User Management > Application User menu option in Cisco Unified Communications Manager Administration to perform the necessary configuration.

Figure 33-26 illustrates adding the user to these user groups.

Figure 33-26 Adding User to the Appropriate User Groups

Configure Tones for Monitoring or Recording

Set the service parameters for playing tone to True to allow tone to be played either to agent only, to customer only, or to both.

Applications that invoke monitoring or recording can also pass the play tone option to Cisco Unified Communications Manager. The monitoring tone or recording tone plays when either the service parameter or the application specifies the play tone option.

Use the System > Service Parameters menu option in Cisco Unified Communications Manager Administration to perform the necessary configuration.

Figure 33-27 illustrates using service parameters to configure tones.

Figure 33-27 Using Service Parameters to Configure Tones

Configure Monitoring Calling Search Space

The monitoring calling search space of the supervisor line appearance must include the agent line or device partition to allow monitoring the agent.

Set the monitoring calling search space on the supervisor line appearance window.

Use the Device > Phone menu option in Cisco Unified Communications Manager Administration to perform the necessary configuration. When you display the Phone Configuration window for a phone, click on a line, such as Line [1], in the Association Information pane. (You can choose either a DN that has already been associated with this phone or you can add a new DN to associate with this phone.) In the Directory Number Configuration window that displays, configure the Monitoring Calling Search Space field for the chosen line on this phone.

Figure 33-28 illustrates configuring the monitoring calling search space.

Figure 33-28 Configuring DN for Monitoring Calling Search Space

Enable Recording for a Line Appearance

To enable recording of an agent, set the Recording Option in the line appearance of the agent to Automatic Call Recording Enabled or Application Invoked Call Recording Enabled.

Select a pre-created recording profile from the drop-down list box.

Use the Call Routing > Directory Number menu option in Cisco Unified Communications Manager Administration to perform the necessary configuration.

Figure 33-29 illustrates enabling recording for a line appearance.

Figure 33-29 Enabling Recording for a Line Appearance

Create Recording Profile

Create a recording profile from the Device Setting pull-down menu.

Enter the recording calling search space and recording destination address.

Use the Device > Device Settings > Recording Profile menu option in Cisco Unified Communications Manager Administration to perform the necessary configuration.

Figure 33-30 illustrates creating a recording profile.

Figure 33-30 Creating a Recording Profile

Create a SIP Trunk That Points to the Recorder

Create a SIP trunk that points to the recorder.

Enter the recorder DN, which must match a route pattern for the SIP trunk or a route list that includes the recorder.

Use the Device > Trunk menu option in Cisco Unified Communications Manager Administration to perform the necessary configuration.

Figure 33-31 illustrates creating a SIP trunk that points to the recorder.

Figure 33-31 Creating a SIP Trunk That Points to the Recorder

Create a Route Pattern for the Recorder

Create a route pattern for the recorder SIP trunk. The Recording Destination Address in the recording profile must match this pattern.

Select the SIP trunk that points to the recorder, or select a route list of which the recorder is a member.

Use the Call Routing > Route/Hunt > Route Pattern menu option in Cisco Unified Communications Manager Administration to perform the necessary configuration.

Figure 33-32 illustrates creating a route pattern for the recorder.

Figure 33-32 Creating a Route Pattern for the Recorder

Create Recorder Redundancy

Many recorders have built-in proxy and redundancy functionalities, for example, Nice/Witness recorders.

You can also use the following mechanism to achieve recorder redundancy:

Use the SRV record for the recorder destination address in SIP trunk configuration.

Use multiple recorders for redundancy and load balance. Create a SIP trunk for each recorder; create a route list to include the route groups that have individual SIP trunks as a member.

Use the Device > Trunk menu option in Cisco Unified Communications Manager Administration to perform the necessary configuration.

Figure 33-33 illustrates enabling SRV for a SIP trunk.

Figure 33-33 Enabling SRV for a SIP Trunk

Setting the Monitoring and Recording Service Parameters

The following service parameters affect the call monitoring and call recording features.

Notification

The following service parameters affect the playing of notification tones to the parties that are monitored or recorded by the call monitoring and call recording features:

Clusterwide Parameters (Feature - Call Recording)

Play Recording Notification Tone To Observed Target

Play Recording Notification Tone To Observed Connected Parties

Clusterwide Parameters (Feature - Monitoring)

Play Monitoring Notification Tone To Observed Target

Play Monitoring Notification Tone To Observed Connected Parties

The default value for these service parameters specifies False. You must change the value of each parameter to True to enable the particular notification tone to play.

Refer to "Monitoring and Recording Notification Tones" section for more information about these service parameters.

Codec Usage

Use the following service parameters to enable or disable usage of the G722 and iLBC codecs:

Clusterwide Parameters (System - Location and Region)

G722 Codec Enabled

iLBC Codec Enabled

Refer to "Limit Codec Usage for Recording Calls" section for more information about these service parameters.

Built-In Bridge

The following service parameter enables or disables the built-in bridge on phones:

Clusterwide Parameters (Device - Phone)

Built-in Bridge Enable

Refer to "Turn on IP Phone BIB to Allow Monitoring or Recording" section for more information about this service parameter.

Related Topics

Configuration Checklist for Monitoring and Recording

Introducing Monitoring and Recording

System Requirements for Monitoring and Recording

Interactions and Restrictions

Configuring Monitoring and Recording

Cisco Unified IP Phone Configuration, Cisco Unified Communications Manager Administration Guide

Application User Configuration, Cisco Unified Communications Manager Administration Guide

User Group Configuration, Cisco Unified Communications Manager Administration Guide

Service Parameters Configuration, Cisco Unified Communications Manager Administration Guide

Directory Number Configuration, Cisco Unified Communications Manager Administration Guide

Recording Profile Configuration, Cisco Unified Communications Manager Administration Guide

Route Pattern Configuration, Cisco Unified Communications Manager Administration Guide

Trunk Configuration, Cisco Unified Communications Manager Administration Guide