Secure Call Monitoring and Recording Setup
This chapter provides information about secure call monitoring and recording setup.
About Secure Call Monitoring and Recording Setup
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.
The system does not support secure or nonsecure recording on authenticated phones.
Set Up Secure Call
Monitoring and Recording
configure Secure Call Monitoring and Recording, use the following procedure:
capability on agent and supervisor phones.
||Create a secure
SIP trunk with the following configuration:
- Set the Device Security Mode
- Check the Transmit Security
Status check box.
- Check the SRTP Allowed check
- Configure the TLS SIP trunk
to the recorder.
monitoring and recording, in the same way you would for non-secure monitoring
- Configure a
built-in bridge for the agent phone.
the Recording Option (Automatic Call Recording Enabled and Application Invoked
Call Recording Enabled.) using the DN page on the agent phone.
- Create a
route pattern for the recorder.
- Add a call
recording profile to the DN.
monitoring and recording tones as needed.
information and detailed procedures, see the
"Monitoring and Recording" chapter in the
Guide for Cisco Unified Communications Manager