Voice recording over WAN?

Unanswered Question
Apr 10th, 2010

Hi all,

Our IP telephony system is multi-site centre processing model. I have one centre CUCM, IP Phones are located at head office and some branches. Now I want to integrate voice recording solution with CallRex. I know that CallRex (or some other similar softwares like ASC..) gets call information and content by SPAN. But SPAN or RSPAN work by switchport and VLAN. I have only one Callrex server in head office. Is this any solution to record the phones in branches office over WAN? Thank you very much.

I have this problem too.
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Aaron Harrison Sun, 04/11/2010 - 01:59


There are newer methods for call recording, where the media is sent directly to a recording server via a SIP trunk as well as to the original destination.

This obviously has an impact on your WAN as there is more traffic being sent over.

Perhaps speak to CallRex if they are your preferred vendor, and find out when they will be supporting this new method of recording which was introduced in CM6.x



Please rate helpful posts..

allan.thomas Sun, 04/11/2010 - 02:17


Firstly please advise what version of Communications Manager are you running within your centralised deployment?  This will enable us to determine what features and services are supported within that particular release?

Cisco Unified Communications Manager 6.x and 7.x provide Silent Monitoring and Call Recording features and these features available to any deployment or installation where  monitoring and recording enabled applications are available this negates the requirement for SPAN and is more scable to meet routed environment such as the WAN although beware of bandwidth constraints as Aaron mentioned.

Cisco Unified Communications Manager uses an IP phone-based  architecture to provide call monitoring and call recording. The IP  phone-based architecture exhibits the following methods:

IP phone-based call  monitoring—The agent phone mixes the agent voice with the customer voice  and sends the mix of both voices to the supervisor phone.

IP phone-based call  recording—The agent phone forks the agent voice to the recorder. The  recording stream comprises the speech of the agent. The agent phone also  forks the customer voice to the recorder. The recording stream  comprises the customer speech.

Agent devices must be able to mix media for monitoring and to fork media  for recording.

Devices That Support Call Monitoring and Call Recording

This section lists and describes the various devices that support call  monitoring and call recording.

Agent Devices

The system supports the following Cisco third-generation IP phones:  7906G, 7911G, 7931G, 7941G, 7941G-GE, 7961G, 7961G-GE, 7970G, and  7971G-GE.

Supervisor Devices

Supervisor devices must be able to receive one-way media.


Recorders must interface with Cisco Unified Communications Manager SIP  trunk to receive recording calls.

Nice/Witness Recorders have been tested; Verint and other third-party  vendors manufacture suitable recorders.  Check with your Recording vendor to ascertian if this is supported?

IP Phone-based Call Recording Modes

The following modes of call recording exist:

Automatic recording

Application-invoked recording

In automatic recording, the recording session automatically establishes  when agent answers or initiates a call.

In application-invoked recording, the application invokes the recording  session for an active call through TAPI/JTAPI API.

The administrator configures the recording option and recording profile  on the agent line appearance. By default, the recording option specifies  Call Recording Disabled.

When the recording option is set to either Automatic Recording Enabled  or Application Invoked Recording Enabled, the line appearance can be  associated with a recording profile: The recording profile specifies the  following parameters: Recording Calling Search Space and Recording  Destination Address.

When automatic recording is enabled, the application recording requests  get rejected.

Recorder as SIP Trunk Device

The SIP trunk points directly to the recorder. Many recorders (such as  those from Witness and Nice) consist of proxy, logger or storage and  database.

The recorder accepts recording calls from Cisco Unified Communications  Manager in SIP protocol.

A directory number gets assigned to the recorder; a route pattern gets  configured for the SIP trunk.

For more information, please refer to the following Communications Manager Feature and Services Guides.  A CCO Login maybe required:-





Hope this helps, please rate helful posts.

hiepnguyenho Sun, 04/11/2010 - 07:51

Hi Allan and Aaron,

Thanks a lot for your help. These things are very helpful. My CUCM version is 6.0, I will check Callrex for this function. 5 stars for each of you


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