Recording for Customer Care

Anil Verma, Senior Product Manager

BRKCCT-2130

• Why Record in Customer Care?

• Recording Techniques in a Cisco Environment

• Advanced Applications Built on Recordings

• Video Customer Care Recording

• Record Mobile Customers and Mobile Agents

• Questions and Answers

Agenda

Why Record in Customer Care?Recording Techniques in a Cisco Environment Advanced Applications Built on RecordingsVideo Customer Care RecordingRecord Mobile Customers and Mobile Agents

© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Public

Why

Record

?

Analytics

Government

Regulation

Business

Regulation

Security

Training

Customer

Journey

Quality

Monitoring

Liability

Mitigation

BRKCCT-2130 5

Why Record in Customer Care?

Recording Techniques in a Cisco Environment Advanced Applications Built on RecordingsVideo Customer Care RecordingRecord Mobile Customers and Mobile Agents

© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Public

Recording Techniques in a Cisco Solution

SPAN (Packet Sniffing)

Cisco Unified Border Element

Dial Peer Forking

Cisco Unified Communications Manager

Network Based Recording

Phone Built In Bridge

Error Prone, Scale Issues

SIP, Ingress/Egress, Branch

Record whole Journey

SRTP, Automatic or Selective

Silent Monitor

Centralize Policy, Extn Mobility

On and Off Network

BRKCCT-2130 7

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Media Capture via SPAN (packet ‘sniffing’)Completely passive – no active recording control

All packet traffic:

signaling, media,

passwords, data, HTTP,

images, etc.

SIP

Ingress TDM

Trunk

CUCM

RTP

• All packets on the network must be

captured by the recording system

• Isolates relevant media and metadata by

from sifting through all packet traffic

• Susceptible to errors

• Doesn’t scale well

• Insecure

Recorder

BRKCCT-2130 8

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Media Capture via CUBE Media ForkingRecording invoked via IOS Dial-peer

SIP

SIP

Ingress SIP

Trunk

CUCM

RTPRTP

• Recording session invoked by IOS dial-peer

• Record on Inbound or Outbound Peer

• Active duplication of all media streams at

CUBE

• SIP signaling controls recording sessions

• Call metadata sent via SIP header

• Recorder captures media and metadata

Recorder

NOTE: When used with UCCE, additional

metadata coordination may be required to

enable search-by-Agent (and other

information) via Finesse, CTI Server, UCM

CDR, or other mechanism

RTP

SIP

BRKCCT-2130 9

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Media Capture via Phone Built-in-Bridge ForkingCUCM control of recording, media forking in the phone

RTP

SIP

RTP

• Recording session invoked by CUCM

• Active duplication of all media streams at phone/BiB

• SIP signaling controls recording sessions

• Call metadata sent via SIP header

• Recorder captures media and metadata

CUCM

Recorder

SIP

BRKCCT-2130 10

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Media Capture via GW/CUBE Media ForkingCUCM control of recording, media forking in the gateway

RTP

SIP

SIP

Ingress SIP

Trunk

CUCM

RTPRTP

• Recording session invoked by CUCM

• Active duplication of all media streams at CUBE

or TDM gateway

• SIP signaling controls recording sessions

• Call metadata sent via SIP header

• Recorder captures media and metadata

CUBE or

TDM Gateway

Recorder

BRKCCT-2130 11

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Support for NBR-GW with CVP

• NBR two gateway configuration

• CVP 10.5 ES7

• UCM 10.5(2)

• IOS 15.3(3)M3 / IOS XE 3.10S and beyond.

• NBR single gateway configuration with CVP Survivability TCL script

• CVP 11.0

• UCM 11.0

• IOS 15.6(1)T1 / IOS XE 3.17S and beyond

BRKCCT-2130 12

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Typical Call Scenarios and Recording Method

Call Type Call Flow

UCCX / Non-CC

Recording Method

UCCE

Recording MethodInbound To Agent Built-in Bridge (NBR)

Gateway (NBR)

CUBE (Dial-Peer Forking)

Built-in Bridge (NBR)

CUBE (Dial-Peer Forking)

Outbound From Agent Built-in Bridge (NBR)

Gateway (NBR)

CUBE (Dial-Peer Forking)

Built-in Bridge (NBR)

Gateway (NBR)

Consult Office to Office Built-in Bridge (NBR) Built-in Bridge (NBR)

BRKCCT-2130 13

Why Record in Customer Care?Recording Techniques in a Cisco Environment

Advanced Applications Built on RecordingsVideo Customer Care RecordingRecord Mobile Customers and Mobile Agents

© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Public

Applications On Recording

Cisco Customer CareCisco UCM, Cisco UCCE, Cisco UCCX

Media Capture & Storage

Advanced Applications

Advanced Searches, Screen Recording, Advanced Archiving

Agent Grading/Coaching/Training, Quality Management

Speech Analytics, Interaction Analytics, Performance Management

BRKCCT-2130 15

© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Public

Calabrio Solutions Plus Update

Calabrio Solutions Plus Refresh in the Coming Year

• Calabrio Logger and Analytics will be added.

Available Applications:

Recording Advanced Quality Management

Workforce Management

Analytics (Speech , Desktop , Text)

BRKCCT-2130 16

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NICE Solutions Plus Update

NICE Solutions Plus Refresh in the Coming Year

• The NICE AIR and Engage platforms to be added.

Available Applications:

Recording Interaction Management (AIR)

Quality Management & Optimization Real Time Solutions

Interaction and Transaction Analytics

Workforce Management Performance Management

Handle Time Optimization

BRKCCT-2130 17

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Verint Solution Plus

Latest Addition to the Cisco Customer Care S+ Portfolio

Verint Software version 15.1

Software and 1 year of Service bundled together

Available Applications:

Recording Quality Management Workforce Management

Performance Management Desktop and Process Analytics

Speech Analytics

BRKCCT-2130 18

Why Record in Customer Care?Recording Techniques in a Cisco Environment Advanced Applications Built on Recordings

Video Customer Care RecordingRecord Mobile Customers and Mobile Agents

© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Public

Recording Video in a Customer Care

SPAN (Packet Sniffing)

Cisco Unified Border Element (CUBE)

Dial Peer Forking

Record Off the Wire

SIP, Ingress/Egress

Record whole Journey

BRKCCT-2130 20

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Using Cisco MediaSense to enable Video

• Video Streaming

• Video on Hold and

• Video in Queue for UCCE and UCCX

• Video Messaging

• Video Auto Attendant and

• Video Messaging with Unity Connection

• Video Recording

• Video conversation recording

• CUBE Dial Peer Forked

BRKCCT-2130 21

Why Record in Customer Care?Recording Techniques in a Cisco Environment Advanced Applications Built on RecordingsVideo Customer Care Recording

Record Mobile Customers and Mobile Agents

© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Public

PSTN

PSTN

Home Agent

MediaSense

CUCM

Call Flow

RTP Stream

Call Signaling

JTAPI / API

UCCE

Deployment

Nailed-Up Calls to Home Agents

Recording on agent

gateway would result in a

single shift-long recording

with no distinction between

customer calls

BRKCCT-2130 23

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PSTN

PSTN

Home Agent

MediaSense

CUCM

Call Flow

RTP Stream

Call Signaling

JTAPI / API

UCCE

Deployment

Nailed-Up Calls to Home Agents

Record on the incoming

call side of the call flow.

Each customer call results

in a single call recording

BRKCCT-2130 24

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Remote Expert Mobile

Remote Expert

Application Server

Customer Internet DMZ Enterprise

Remote Expert

Media BrokerRemoteExpertMobile

MediaBroker

EnterpriseDMZInternetHome,Wi-Fior4G

Mobiles

Browsers

HTTPS/WSS

HTTPS

CUBE-E

CiscoUnifiedCMCluster

CiscoUnifiedContactCenter(UCCXorP/UCCE)

EPs

Media (Voice/Video) SIP HTTP

CiscoFinesse

SIP/SIPTLS

RTPDTLS/sRTP

EnterpriseApplica on

Server

Web&MobileApps

HTTP/S

Data

HTTPS/WSS

SIP

SIP

RTP

RemoteExpertMobileApplica onServer

REAS

REMB

CSDK EnterpriseReverseProxy

RP

MCU

Core

Solution

Components

Native

Plug-in

RemoteExpertMobileMediaBroker

EnterpriseDMZInternetHome,Wi-Fior4G

Mobiles

Browsers

HTTPS/WSS

HTTPS

CUBE-E

CiscoUnifiedCMCluster

CiscoUnifiedContactCenter(UCCXorP/UCCE)

EPs

Media (Voice/Video) SIP HTTP

CiscoFinesse

SIP/SIPTLS

RTPDTLS/sRTP

EnterpriseApplica on

Server

Web&MobileApps

HTTP/S

Data

HTTPS/WSS

SIP

SIP

RTP

RemoteExpertMobileApplica onServer

REAS

REMB

CSDK EnterpriseReverseProxy

RP

RemoteExpertMobileMediaBroker

EnterpriseDMZInternetHome,Wi-Fior4G

Mobiles

Browsers

HTTPS/WSS

HTTPS

CUBE-E

CiscoUnifiedCMCluster

CiscoUnifiedContactCenter(UCCXorP/UCCE)

EPs

Media (Voice/Video) SIP HTTP

CiscoFinesse

SIP/SIPTLS

RTPDTLS/sRTP

EnterpriseApplica on

Server

Web&MobileApps

HTTP/S

Data

HTTPS/WSS

SIP

SIP

RTP

RemoteExpertMobileApplica onServer

REAS

REMB

CSDK EnterpriseReverseProxy

RP

Legend

Media (Voice, Video)SIPHTTP/WebSocket

Enterprise Users(On-prem, Branch, VPN)

Reverse Proxy

UCM

RemoteExpertMobileMediaBroker

EnterpriseDMZInternetHome,Wi-Fior4G

Mobiles

Browsers

HTTPS/WSS

HTTPS

CUBE-E

CiscoUnifiedCMCluster

CiscoUnifiedContactCenter(UCCXorP/UCCE)

EPs

Media (Voice/Video) SIP HTTP

CiscoFinesse

SIP/SIPTLS

RTPDTLS/sRTP

EnterpriseApplica on

Server

Web&MobileApps

HTTP/S

Data

HTTPS/WSS

SIP

SIP

RTP

RemoteExpertMobileApplica onServer

REAS

REMB

CSDK EnterpriseReverseProxy

RP

Expert ConsoleEmbedded Video

CUBE-E

(Ingress)

MediaSense

Agent

Endpoint

BRKCCT-2130 25

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Thank you

Why Record in Customer Care?

Recording Techniques in a Cisco Environment

Advanced Applications Built on Recordings

Video Customer Care Recording

Record Mobile Customers and Mobile Agents

Questions and Answers