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Chapter 4

Design Considerations

Partner Profile

Recording Modes

The NICE-Cisco phone-based active recording integration supports the following recording modes: Total Recording

Total recording is used where all the calls need to be recorded. The recording session automatically establishes when an agent answers or initiates a call.

Interaction-based recording, including record-on-demand or quality management recording programs.

Interaction-based recording serves for recording specific calls. NICE Perform invokes the recording session for an active call through the CUCM CTIManager using TAPI. The trigger for recording calls in interaction-based recording may be a human recording request or a recording rule, based on the call's details.

The setting of the recording mode is based on directory numbers (DNs), and mixed recording modes are supported within the same system for different DNs. The recording capability is a CUCM administered feature. The phone's DN is configured as “Automatic recording” for total recording or as “Application-invoked recording” for interaction-based recording in the CUCM administration.

Recording Transparency and Tones

Even though the IP-phone actively participates in the recording process by sending out the audio streams, the recorded user does not receive any visual or audio indication that recording is taking place.

Note that in certain jurisdictions, a requirement exists to inform the calling or the called party by means of a specific tone that their call is being recorded. The IP phone is capable of inserting this notification tone, ensuring that the called or the calling party (or both) is notified that recording is taking place.

Supported Versions and Phone Models

IP-phone based active recording is supported by CUCM 6.0 and above. The recorded IP phones must be able to fork media. The supported models are Cisco third-generation IP phones: 7906G, 7911G, 7931G, 7941G, 7941G-GE, 7942G, 7945G, 7961G, 7962G,7965G, 7961G-GE, 7970G, 7971G-GE, 7975G.

For earlier CUCM versions and for other phone models, NICE offers three recording methods: Passive VoIP recording Active VoIP recording-based on NICE's VoIP Recording Gateway Active VoIP recording-based on NICE's VoIP Recording Agent

The VoIP Recording Gateway is a network element that filters RTP traffic and forks it, sending the forked streams to the recording system. Distributed implementation of the VoIP Recording Gateway enables consolidation of the recording system servers, and is not dependant on CUCM version or phone models.

The VoIP Recording Agent is software that runs on a PC, capable of forking the RTP packets of a Cisco IP Communicator softphone or of a daisy-chained hard IP-phone. The VoIP Recording Agent then sends the forked streams to the VoIP logger, in a similar manner as the phone-based active recording.

NICE Perform software migration paths are available once the CUCM system and phones are upgraded to support phone-based active recording. Where only a portion of the phones are of the models that support phone-based active recording, the rest of the phones can be recorded using any of the other above-mentioned methods. NICE Perform supports mixed recording methods in the same system.

Cisco Virtual Expert Management for Financial Services Design and Implementation Guide



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