Solution Overview
The QMS Call Recording solution supports two general methods of recording calls for Cisco UCM, with the second method having two variants. The first method of recording is accomplished through the use of packet capturing (also called packet sniffing) on a NIC installed in the QMS server. The network switch(es) that Cisco IP phones are connected to must have port mirroring enabled, in order to forward RTP audio packets and SIP or SCCP call control packets to the QMS Call Recording Service.
The second method, known as Forked Audio, forks (copies) the inbound and outbound audio streams to the QMS Call Recording Service over a SIP trunk. There are two types of Forked Audio, IP Phone-based recording and Network-based recording. IP Phone-based recording is available for Cisco IP phones that have Built-In Bridge (BIB) capability. The BIB is responsible for forking the audio streams in order to send a copy of the audio to the QMS Call Recording Service. Network-based recording, on the other hand, relies on a separate network device to fork the audio, rather than the IP phones themselves. Both flavors of forked audio recording require the Cisco Telephony Services Provider (TSP) to be installed on the QMS server in order to receive call control events from CUCM.
For a Cisco contact center (UCCE or UCCX), the QMS Cisco UCCE Connector Service can also attach call data from the contact center, such as call variables and ECC variables, to the recordings as flags, and synchronize agent states. See the Cisco Contact Center Connector Guide.
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Cisco UCM supports the ILBC, ISAC, and Opus audio codecs which employ the use of a "dynamic" RTP Payload Type. Dynamic payload types have a value in the range of 96 to 127 and the value used for a specific codec can vary. To process audio encoded using ILBC and ISAC, QMS must know which dynamic payload type the Cisco UCM is employing. The following settings may be used to provide that information. |
IlbcCodecPayloadTypes: Cisco audio may be encoded using the ILBC codec. QMS looks for ILBC to be sent in RTP packets with the (dynamic) PayloadType value of 116. If your UCM employs a different value, it should be specified via the IlbcCodecPayloadTypes setting in the CallRex\System section of both the ConsolidatedRecordingService.exe.config and ManagedCRAC.exe.config files.
IsacCodecPayloadTypes: Cisco audio may be encoded using the ISAC codec. QMS looks for ISAC to be sent in RTP packets with the (dynamic) PayloadType value of 124. If your UCM employs a different value, it should be specified via the IsacCodecPayloadTypes setting in the CallRex\System section of both the ConsolidatedRecordingService.exe.config and ManagedCRAC.exe.config files.
OpusCodecPayloadTypes: Cisco audio may be encoded using the Opus codec. QMS looks for Opus to be sent in RTP packets with the (dynamic) PayloadType value of 114. If your UCM employs a different value, it should be specified via the OpusCodecPayloadTypes setting in the CallRex\System section of both the ConsolidatedRecordingService.exe.config and ManagedCRAC.exe.config files.
If your UCM employs a PayloadType value of 114, you will need to specify a different value for the RTC16 codec in the ManagedCRAC.exe.config file by setting the RTC16CodecPayloadTypes to an unused dynamic RTP Payload Type. For example, RTC16CodecPayloadTypes="110" if payload type 110 is not used in your environment.