Avdor CIS + Cisco Integration

Secure, scalable call recording and screen monitoring fully compatible with Cisco Unified Communications systems, supporting BIB, SIP, CTI, and API integrations.

Avdor CIS is a Cisco Solution Partner

Avdor CIS provides full support for Cisco Unified Communications platforms, including integration with Cisco BIB, Cisco Fork, and SIPREC protocols. Through the Crystal Quality® platform, we enable real-time call and screen recording, CTI-based event triggers, and long-term compliant archiving — optimized for on-premise or hybrid deployments. Our system captures, stores, and analyzes Cisco-based voice interactions with full security and auditability.

Supported protocols and interfaces:

 

  • Cisco Built-in Bridge (BIB)

  • Cisco Fork

  • SIPREC

  • CTI (TSAPI, CVCT)

  • SMDR

  • API / SDK integration with 3rd-party applications

Active Recording Mode (Built-In-Bridge + TAPI)

✅ Active Recording Mode (Built-In-Bridge + TAPI)

  • Uses Cisco BIB (Built-In-Bridge) to forward encrypted RTP streams to Avdor CIS Crystal Quality®

  • CUCM establishes a SIP trunk to the recording system

  • Captures call metadata via JTAPI/TAPI links (e.g., extension, call ID)

  • Ideal for multi-device environments with shared extensions or multiple branches

  • Ensures secure Cisco call recording with full metadata

  • Supports large-scale enterprise deployments with high reliability

Passive Recording Mode

Passive Recording Mode
✅ Passive Recording Mode (SPAN-Based)

  • Records Cisco IP phones using SPAN port mirroring of RTP and signaling (Skinny/SIP)

  • Compatible with any Cisco IP phone model

  • No CTI needed — recordings triggered by on/off-hook events

  • Ideal for SMBs and small contact centers with simple network configurations

  • Supports static or DHCP IP, MAC address, or extension-based mapping

  • Enables free seating (dynamic station assignment) with minimal setup

Cisco Jabber Call Recording Solution

✅ Cisco Jabber Call Recording

  • Supports Cisco Jabber and Jabber Mobile call recording

  • Compatible with Cisco CM and Expressway environments

  • Latest software versions required for Jabber Mobile support

  • Designed for softphone and mobile deployments

  • Extends full compliance recording to hybrid and mobile workforces

UCCE Integration

✅ UCCE Integration (Cisco Contact Center)

  • Integrates with Cisco UCCE (Unified Contact Center Enterprise) via socket connection to the PG server

  • Captures detailed metadata:

    • Extension, Connection ID, Agent ID, Caller ID, Called ID, Call Direction, Route Key ID

  • Supports Cisco-certified integration across all Unified Communication environments

  • Enables advanced agent evaluation and contact center analytics

🔄 Backup Scenarios:

  • Crystal Quality® servers remain active at all times

  • Both servers register with UCCW-PG for agent and call ID redundancy

  • Cisco CUCM maintains two SIPT connections to the CQ servers under Route Pattern

  • If CQ-1 becomes unavailable, CUCM automatically redirects call duplication to CQ-2

Active Recording Mode - SIP Fork

CiscoSipfork
✅ Active Recording Mode – SIP Fork

  • Designed for remote or off-site Cisco IP phones

  • Ideal when traditional SPAN-based recording is impractical

  • Simplifies recording of external PSTN calls only

  • Uses SIP Forking to duplicate call streams from Cisco ISR

  • Works with SIPT or SIP-based connections to service providers

  • Efficient solution for distributed teams or external call tracking

Key Features – UCCE Integration with Crystal Quality®

  • Seamless integration with Cisco Unified Contact Center Enterprise (UCCE) via PG socket connection

  • Captures comprehensive call metadata:

    • Extension, Agent ID, Caller ID, Called Number, Call Direction, Route Key, and more

  • Certified by Cisco for use across Unified Communications environments

  • Supports real-time and historical recording for agent performance analysis

  • Enables integration with quality management tools, agent scoring, and training workflows

  • Fully compatible with multi-site and high-volume contact centers

  • Designed for secure, on-premise deployment with full encryption and audit trail logging

Performance Insights – Cisco UCCE Integration

  • Enables centralized agent performance monitoring using detailed PG server data

  • All calls are linked with metadata such as Agent ID, Call ID, Route patterns, and Connection ID

  • Supports advanced reporting and evaluation workflows within Crystal Quality®

  • Fully compatible with Avdor CIS’s Quality Management Suite for scoring, coaching, and calibration

  • Ensures resilient recording infrastructure with active-active CQ server support:

    • Dual SIPT routing for real-time failover

    • No interruption in recording if a server fails (CQ‑2 takes over automatically)

  • Secure, real-time playback and analysis of recorded interactions through web-based interface

  • Enhances agent training by combining call metadata with audio playback and scoring history

Avdor CIS offers a certified integration with Cisco Unified Contact Center Enterprise (UCCE), enabling secure, real-time recording with full access to agent and call metadata. The Crystal Quality® platform captures key fields such as Agent ID, Caller ID, Call Direction, and Route Key, providing unmatched insight into contact center performance. With dual-server redundancy, failover SIPT routing, and complete support for quality management and compliance workflows, this solution is ideal for enterprise-scale Cisco UCCE environments.

CISCO Partner CIS Crystal Quality

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