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Chapter 4

Design Considerations

NICE Perform Release 3.2

NICE Perform Release 3.2

NICE Perform can support many methods of recording including distributed, centralized and active recording. This solution validated the functionality of both centralized recording using a trusted ready point and monitor port as well as active recording, a feature on newer Cisco 7975, 7965 and 7945 series phones.

Active Recording

When the customer talks to the expert agent, the Cisco Unified Communications Manager (CUCM) sets up an additional call between the agent's phone and the NICE VoIP Logger. The voice itself is replicated at the phone's BIB (Built in Bridge) and sent to the VoIP Logger IP address. Figure 4-1 shows the call flows for call control and the media flows between devices and the NICE VoIP logger.

Figure 4-1

Active Recording to NICE VoIP Logger in Data Center

Cisco IP Phone

Customer in Branch

IP

Call Processing

Cisco Unified Communication Manager

Call Control flow Voice Media flow

Active Recording sends secondary media flow to NICE VoIP Logger

Cisco

Primary

IP Phone

Media

Cisco Catalyst Switch

V

Cisco ISR with SRST and VXML

Expert at another Branch

Cisco Catalyst Switch

V

Cisco ISR with SRST and VXML

IP

Flow

QoS Enabled MPLS WAN

Recording

NICE VoIP Logger

Secondary Media Flow

QFP

WAN Router Cisco IOS Security

Data Center Switching

NICE Interaction Center

253555

Centralized Recording

When the customer talks to the expert agent, the Cisco Unified Communications Manager (CUCM) routes all calls for these stations through a trusted relay point. The voice itself is then replicated at the switches interface port of the trusted relay point and sent to the VoIP Logger monitoring interface. Figure 4-2 shows the call flows for call control and the media flows between devices.

Cisco Virtual Expert Management for Financial Services Design and Implementation Guide

OL-21816-01

4-3

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