call recording in CallManager 6.0

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Mar 23rd, 2008
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I have heard the call can be recorded without configuration of SPAN in callmanager 6.0, anyone can give me more detail about this feature in CCM6, and how to configure this feature.


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Rob Huffman Sun, 03/23/2008 - 08:18
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Hi Tao,


You are correct! The method used in CCM 6.x for Recording is called "Call Forking" and uses the "Built In Bridge" (BIB) capabilities of the 3rd generation IP Phones. Here is a brief description;


During an automatic recording session, the following steps take place:


1.A customer calls into the call center.

2.The call routes to the agent. The agent answers the call. The agent IP phone starts to exchange media streams with the customer.

3.Because the agent line appearance is configured for automatic recording, the recording session for the media streams automatically gets triggered. Cisco Unified Communications Manager first makes a recording call to the built-in bridge (BIB) of the agent IP phone for the agent voice.

4.Cisco Unified Communications Manager makes the second recording calls to the BIB of the agent IP phone for the customer voice.

5.The recorder receives and answers the recording call setup messages from Cisco Unified Communications Manager for the agent voice in SIP protocol. The agent IP phone starts to fork the agent voice stream to the recorder.

6.The recorder receives and answers the recording call setup messages from Cisco Unified Communications Manager for the customer voice in SIP protocol. The agent IP phone starts to fork the customer voice stream to the recorder.



Monitoring and Recording


Page 425;


http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/admin/6_1_1/ccmfeat/fsgd.pdf


Hope this helps!

Rob

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