available with Unified Contact Center Express (Unified CCX). The integration is
both at the desktop level and at the MediaSense API level.
At the desktop
level, MediaSense's Search and Play application is available as a gadget in the
Cisco Finesse Supervisor desktop. In this configuration, MediaSense can be
configured to authenticate against Cisco Finesse rather than against Unified
CM. Therefore, any Cisco Finesse user who has been assigned a Supervisor role
can search and play recordings from MediaSense directly from his or her Cisco
Finesse desktop. (A special automatic sign-on has been implemented so that when
the supervisor signs in to Cisco Finesse, he or she is also automatically
signed into the MediaSense Search and Play application.) Note that other than
this sign-in requirement, there are currently no constraints on access to
recordings. Any Cisco Finesse Supervisor has access to all recordings.
At the API level,
Unified CCX subscribes for MediaSense recording events and matches the
participant information it receives with the known agent extensions. It then
immediately tags those recordings in MediaSense with the agentId, teamId, and
if it was an ICD call, with the contact service queue identifier (CSQId) of the
call. This subscription allows the Supervisor, through the Search and Play
application, to find recordings that are associated with particular agents,
teams, or CSQs without having to know the agent extensions.
uses Bi-B or NBR forking, selectively invoked through JTAPI by Unified CCX.
Because Unified CCX is in charge of starting recordings, it is also in charge
of managing and enforcing Unified CCX agent recording licenses. However, other
network recording sources (such as unmanaged BiB forking phones or Unified
Border Element dial peer forking sources) could still be configured to direct
their media streams to the same MediaSense cluster, which could negatively
impact Unified CCX's license counting.
For example, Unified
CCX might think it has 84 recording licenses to allocate to agent phones as it
sees fit, but it may find that MediaSense is unable to accept 84 simultaneous
recordings because other recording sources are also using MediaSense resources.
This management also applies to playback and download activities-any activity
that impacts MediaSense capacity. If you are planning to allow MediaSense to
record other calls besides those that are managed by Unified CCX, then it is
very important to size your MediaSense servers accordingly.
11.5(1) onward supports recording of media streams over IPv6. For Unified
Communications Manager built-in-bridge calls, the recordings are done over IPv6
addresses in addition to IPV4 addresses. This is a significant change as Cisco
MediaSense can now record calls from endpoints that support only IPv6
addresses. Earlier, MediaSense supported recordings over IPv4-only-stack and
dual-stack endpoints. The feature is an add-on support where an administrator
can assign an IPv6 address to the MediaSense server, in addition to IPv4
address. The recordings thus made, can be played back or downloaded over IPv4
still traverses through IPv4 addresses, thus local IPv4 address is required at
During a call
recording, if an IPv6 address is configured at MediaSense and both IPv4 and
IPv6 addresses are supported by endpoint, preference is given to the IPv6
addresses for media streams.
Cisco MediaSense 11.5(1) supports secured recording through secured SIP
and SRTP (Secure Real-time Transport Protocol). At the MediaSense end, secured
SIP ensures that the signaling used to set up recording sessions is encrypted.
Secured SIP signaling is achieved over TLS transport layer for SIP messages.
Next, MediaSense negotiates SRTP streams over signaling channels, and receives
and decrypts the encrypted RTP messages. The received media streams are stored
in the MediaSense server in a decrypted form and are accessible through all
With the secured communication feature, MediaSense Release 11.5(1) can
now support both RTP and SRTP recordings, at the same time.
MediaSense supports SRTP for BiB audio call recordings only.