Table Of Contents

Configuring Secure Call Monitoring and Recording

Secure Call Monitoring and Recording Overview

Configuring Secure Call Monitoring and Recording

Configuring Secure Call Monitoring and Recording

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This chapter contains information on the following topics:

•Secure Call Monitoring and Recording Overview

•Configuring Secure Call Monitoring and Recording

Secure Call Monitoring and Recording Overview

Secure calls can be monitored and recorded, as described in this section:

•A supervisor can establish a secured monitoring session for a secured or a non-secured call.

•The call security of the original call is never impacted or downgraded as a result of a call monitoring request.

•The monitoring call is allowed to proceed only when it can be established and maintained at the same security level as the device capability of the agent.

•The original call between the agent and customer must have different crypto keys than that of monitoring call. In a monitoring session, the system encrypts the mixed voices of the agent and customer with the new key first before sending to the supervisor.

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Note The system does not support secure recording on authenticated phones.

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Configuring Secure Call Monitoring and Recording

To configure Secure Call Monitoring and Recording, use the following procedure:

Table 16-1 Configuring Secure Call Monitoring and Recording

	Step	Notes
Step 1	Provision secure capability on agent and supervisor phones.	See the Phone Security Configuration Checklist, page 6-3 in the Cisco Unified Communications Manager Security Guide.
Step 2	Create a secure SIP trunk with the following configuration: •Set the Device Security Mode to Encrypted. •Check the Transmit Security Status check box. •Check the Allow SRTP check box. •Configure the TLS SIP trunk to the recorder.	For more information, see the "Configuring the SIP Trunk Security Profile" chapter in the Cisco Unified Communications Manager Security Guide.
Step 3	Configure monitoring and recording, in the same way you would for non-secure monitoring and recording: •Configure a built-in bridge for the agent phone. •Configure the Call Recording option (enable Automatic Application) using the DN page on the agent phone. •Create a route pattern for the recorder. •Add a call recording profile to the DN. •Provision monitoring and recording tones as needed.	For more information and detailed procedures, see the "Monitoring and Recording" chapter in the Cisco Unified Communications Manager Features and Services Guide.