Cisco Voice Call Recording With Full Unified Communications Manager CTI Integration

Our Cisco call recording and quality monitoring solutions are Cisco Certified and fully integrate with Cisco Unified Communications Manager 4.0(x) and 5.0(x) platforms for both Cisco UCC Enterprise and UCC Express environments.

Little or No Impact on Network Resources

VPI Capture can record all VoIP traffic, including SPAN and RSPAN, with very little impact on your network resources. Activ! IP utilizes a special network device which does not have the scalability limitations other "port mirroring" solutions may incur. This is the first solution to make true video quality screen recording in a VoIP environment a reality without compromising the quality of video recording or impacting network performance. Unlike other technologies that constantly stream data over the network, file transfer of screen recordings originally captured at local PC workstations can be either continuous upon conclusion of every recording session or via scheduled bursts after hours, when the network is less busy.

Enhanced CTI Integration

The VPI Capture Cisco Call Manager recording solution for UCC Express and UCC Enterprise integrates with the Cisco Unified Communications Manager at a CTI level, providing interaction recording of marked extensions and groups. Data fields such as Called and Calling Party ID, Agent ID, Extension, and others are captured by the Cisco VoIP recording software from the Cisco switch and stored with the call record. This provides enhanced search criteria for faster, more efficient call retrieval. Calls records can be retrieved from the Activ! IP Cisco call recording system for playback and/or for distribution purposes.

Real-time Cisco Reporting, Messaging and Performance Dashboards

The VPI Performance software has the ability to collect and consolidate real-time and historical performance information from disparate systems throughout the enterprise, delivering it directly to the desktops of contact centre's agents, managers and executives. Activ! Intelligence Cisco Reporting is knowledge on tap for the contact centre, designed to optimise agent performance and to significantly reduce contact centre operational costs.

There is a constant need for increased agent productivity, faster response times, monitored service quality and reduced operational costs in today's contact centres and throughout the enterprise. To meet these requirements, VPI Performance Cisco reporting software has the ability to access data from Cisco's UCC Express and other data sources via our proprietary data connectors and deliver critical real-time key performance indicators to the right people. We can provide automatic Cisco reporting updates from the Cisco UCC Express platform, delivering continuous information to management and agents.

Recording Internal, Incoming and Outgoing Interactions

In addition to recording incoming and outgoing calls, VPI Capture can be configured to record internal extension-to-extension calls by monitoring the routers that connect individual handsets to each other. RSPAN Tapping is also a potential lower cost, less hardware intensive solution for recording extension-to-extension interactions, but can have scalability limitations as all routers where tapping traffic occurs require the ability to mirror traffic to a port (i.e. requires VLAN and RSPAN spanning support).

Recording Incoming and Outgoing Interactions

If internal handset-to-handset interactions are not required to be recorded, VPI offers two recording options requiring minimal hardware. VPI Capture has the ability to monitor and record traffic via a span port at the Cisco switch. VPI Capture is also able to support simple networks with restricted port spanning to recording incoming and outgoing interactions. For networks that can only support limited spanning, VPI Capture spans two tap points - one tap at the trunk port and one at the Cisco CallManager port. If port spanning is not supported an in-line tap box can be used to mirror the data.

Recording Remote Employee/Home Agent Interactions

VPI Capture records off-site Cisco IP Communicator calls on the trunk-side, in conjunction with a Cisco CallManager interface to ensure that only the appropriate interactions are recorded. This relatively simple measure enables you to avoid the unnecessary implementation of extensive recording resources for all other trunk-side traffic, which is already being captured by VPI Capture.

Capture All Audio in Standard GSM File Format

VPI Capture's unique interface has the ability to perform trans coding on the fly, normalizing and compressing all audio (including G.711, G.723.1,etc.) into industry standard, non-proprietary GSM file format regardless of disparate audio sources. This allows for simple, centralised storage and playback using any standard media player (does not require CODECS to be installed on the PC prior to playback).

We offer customers two recording licensing options to meet your needs:

Dynamic or "Concurrent Connection" Recording Licensing

In this mode the first unused available recording channel will be used for recording the call. This in turn allows more efficient use of the recording channels as a smaller number of recording channels are needed to record the same number of phones as Static mode. It's limited only by the maximum number of simultaneous recordings which in turn is limited by the number of available channels in VPI Capture. For example, a 64 channel recorder can be used to record 256 telephones/devices but can only record 64 calls simultaneously. When the channel capacity is exceeded by the number of simultaneous calls, recordings are then ignored in the order received. This mode is "plug and play" - it requires no configuration for the channels, extensions, IP settings, or anything else to work properly.

Static Recording Licensing

For organisations requiring 100% call recording, we recommend the static licensing option which provides for recording all agents anytime they are in a conversion. The extensions or the IP addresses of the telephones are setup manually. Static recording configuration is very flexible as the channels are configured with either the IP address and/or the Directory Number/Extension of the phone.

Note: You cannot combine Dynamic mode with Static mode.