Cisco Call Recording Solution
Avdor CIS is a Cisco Solution Partner
Crystal Quality Call recording and monitoring solution is integrated with the Cisco Unified Communications Manager platform and supports both advanced active call recording and Passive span call recording configurations to perfectly suit the needs of a wide range of enterprises using Cisco’s communication platform.
Our solutions are flexible and address a wide range of business scenarios and requirements.
Full Integration with Cisco Unified Communications
Cisco is one of the most popular and advanced providers of information technology since 1984.
Cisco established the “Cisco Solution Partner” program in order to enable call and screen recording solution companies to be compatible with Cisco’s systems.
Avdor CIS Crystal Quality Solutions is a member of the “Cisco Solution Partner Program”, achieving 100% interoperable integration and cooperates with many of Cisco’s channel partners to provide the best solution for our customers.
CIS develops advanced call and screen recording, as well as quality management solutions for call and contact centers.
The solution fully integrates with Cisco’s platforms, including Cisco CUCM, UCCX, & UCCE.
CIS Solution Overview
Passive Recording Mode
Supports any version of Cisco IP phones.
A configuration of port mirroring (SPAN) on the network switch is required.
The switch mirrors the signaling packets to Crystal Quality call recording system (Skinny or SIP UDP or SIP TCP) and the voice (RTP).
The Crystal Quality recording system decodes incoming data packets to provide original conversations and information like CID and extension number.
This configuration is generally used in SMB and small Call / Contact centers environments, with simple network configuration, and no need for CTI information. It uses on/off-hook events to start and stop recording. Can be based on static IP or DHCP environment, Extension Number, MAC Address, IP address. Only one is required in order to map the VoIP data stream to physical agent stations or extensions.
Free seating is supported on passive mode.
Active Recording Mode (Built-In-Bridge + TAPI)
In active mode, the CUCM (Cisco Unified Call Manager) establishes a SIP Trunk with Crystal Quality recording system and triggers the Cisco IP phone to duplicate and forward VoIP packets (RTP) directly to the Crystal Quality Recorder, relying on the Cisco phone’s forwarding capabilities (BIB, Built-in-bridge). The Crystal Quality recording system uses JTAPI\TAPI links to the CUCM to receive call information (e.g., extension number).
Active Recording mode in Cisco environments resolves many limitations cited in using the passive recording mode and is the best solution for large sites or customers with multiple branches to record, or multiple devices with the same extension number.
Avdor CIS Call Recording now supports recording of Encrypted calls via BIB!
Active Recording Mode - SIP Fork
This approach is ideal where the IP phones are off-site, in remote locations, or in situations where the network solution would be overly complicated.
In addition, it simplifies recording only external calls.
A stream received from the Cisco ISR acts as the gate to the PSTN, but only when using SIPT or SIP connection to the provider.
Cisco Jabber Call Recording Solution
CIS Crystal Quality Call recording and monitoring solution records Cisco Jabber and Jabber mobile.
Note: In order to record Cisco Jabber mobile CM and Expressway – it must be updated to one of the latest releases.
UCCE Integration
Crystal Quality Call recording and monitoring solution uses the socket connect to the PG server.
Call information is collected from the PG server such as: Extension, connectionID, AgentID, callerID, calledID, call direction, and route call key id, route call key day and more.
CIS recording systems are officially certified by Cisco as supporting all their unified communication systems.
If you’d like to read more, download or share CIS Call Recording Certification,or visit CIS Cisco resources page.
Backup Scenarios
- CQ servers are Active all time
- Both CQ servers register to UCCW-PG server for Agent and call ID
- Cisco CUCM holds 2 SIPT to the two CQ servers. Under the Route Pattern to recorder
- If server CQ – 1 is down Cisco sends the call duplication to CQ-2
Our Joint Solution
Avdor CIS is a Cisco partner and has a range of solutions integrated with all of Cisco’s communication protocols.
Consult with our Authorized team for your CISCO Solution Partner call recording today!
CIS Solutions include: Screen & Voice, Mobile & SMS recording & Voice Predictive Analytics.
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