Solution Overview

The QMS Call Recording solution for Cisco Webex can only download recordings made by Webex. QMS does not make any recordings itself in this integration, because an audio stream is not made available from Webex. Currently QMS also cannot receive call control events from Webex, although that may change in the future as more features are added to the Webex API. Once downloaded, these recordings can be leveraged by QMS features such as playback, agent evaluation and transcription, and can be stored in QMS for longer than Webex storage normally allows for.

Solution Overview

The deployment requires a few specific things that are different than a typical QMS integration:

  • The ability to create a Service App account in the Webex tenant that will be used to authorize access to the Webex API on behalf of QMS.

  • The QMS recording server must be internet accessible with a FQDN (fully-qualified domain name).

  • A certificate is required to secure the port that Webex will use to communicate to the QMS recording server. Most likely you would want to secure all the ports/services on the recording server anyway, as it will be internet accessible.