overview
PhoneUP solutions for Cisco CUCM call recording
For years call recording software vendors all over the world utilized network-based recording to record CUCM phone calls. The “network-based” approach is also known as “active recording” or “SPAN-less recording” and is actually based on media-forking feature supported by the most of Cisco IP phones and also Cisco Unified Border Element (CUBE).
The media forking approach is loved by all call recording vendors:
- it is easy to configure – you just enable it in CUCM without the need to create a SPAN port on each router,
- it provides more context about the call,
- it provides high-availability – you can configure several receivers in CUCM and when the primary recorder is down CUCM automatically switches to the alternative.
But still, till now Cisco IP phones and CUBE only forked media to one destination. This is finally changed in Cisco CSR 12.5!
Media forking to multiple recorders is a new CUBE feature supported by IOS XE 16.10.1 or later. What’s the idea?
The new CUBE feature is called “media-proxy” and allows CUBE to receive media forked by Cisco IP phones (equipped with built-in bridge) or voice gateway and stream the received media to several destinations simultaneously in real-time. You can configure up to 5 destinations which will receive the forked media.
This provides:
- more options and flexibility to high-availability deployments – you can now record calls by 2 recorders simultaneously (will be supported in the next release of PhoneUP Call Recording),
- the ability to use several applications processing media in real time – for example, two different call recording systems AND real-time speech analytics software.
The requirements are:
- Cisco Unified Communications Manager 12.5
- Cisco IOS XE 16.10.1 available on:
- Cisco 4000 Series-Integrated Services Routers (ISR G3 – ISR4331, ISR4351, ISR4431, ISR4451)
- Cisco Aggregated Services Routers (ASR – ASR1001-X, ASR1002-X, ASR1004 with RP2, ASR1006 with RP2)
- Cisco Cloud Services Routers (CSR1000V series)
What is also important:
- CUBE media-proxy does not support colocation with CUBE,
- video recording is NOT supported also.
Sectors
The industry sectors we served include
Banking
we are using the call record for some users. The product is up to the mark and end user is happy and satisfied with the features it has. Technically the installation and documentation for the product is very good
BPO
Deployed RichCall, a remote video support solution. The new tool allows engineers to use live video when supporting the software used by remote agents.
Call Center
It is very important to record such conferences for future analysis. Besides, business consultants plan to use the PhoneUP ‘Record’ module while conducting phone polling of our employees
Real estate
The PhoneUP ‘Record’ module helps us to monitor the quality of our Contact Center performance, that affects directly the level of service that our company offers to its clients
Education
The PhoneUP ‘Directory’ module not only simplified phone communications between our employees but started saving time of our network engineers by automating the task of phone directory maintenance as well.
Risk and compliance
The PhoneUP functionality covers almost all everyday demands of our employees. The ‘quick contact search’ option makes phone communications much more handy.
Benefits to bank on
Our clients are able to increase end-user productivity without sacrificing usability.
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