As a Solutions Developer Partner with the CDN (Cisco Developer Network), we provide a fully integrated call recording and live monitoring solution that is certified fully “Cisco Compatible”. The Edigin solution supports both traditional span based recording and automatic recording via BIB (built in bridge).
Our solution is integrated with the Cisco TAPI interface to provide silent call monitoring and recording on demand. Automatic recording and application invoked recording are supported.
Automatic recording and application invoked recording are integrated with CUCM in versions 7.x, 8.x, 9.x, and 10.x. In automatic recording, the recording session automatically establishes when an agent answers or initiates a call. In application invoked recording, the application invokes the recording session for an active call through TAPI.
For more information about the Edigin SVRX integration with Cisco, or any other integration platform we support, please contact the sales department using the form provided, email us directly, or call.
Cisco Unified Communications Manager (CUCM) provides two recording modes:
When a recording session is invoked, automatically or selectively, CUCM delivers two RTP streams to our recording server through a session initiation protocol (SIP) trunk. We mix the stream into a single recorded call and also receive TAPI events on the call to capture specific call details. This includes information such as calling and called party numbers.
The SVRX supports recording on demand using application-invoked recording and the TAPI interface. There are three separate methods of initiating a recording:
Recording on demand also supports two modes of recording:
Many installations require the protection of on demand recording of threatening or malicious calls. The Edigin SVRX is seamlessly integrated with the Cisco malicious call identification (MCID) softkey on the phone. If at any time during a call the MCID key is pressed, the entire call will be recorded regardless of the point in the call the key was pressed.
Many companies are taking advantage of work from home employees, but this does not eliminate the requirement to record their phone calls. There are significant challenges associated with recording remote employee phones calls since most recording applications rely on spanning the traffic from the network device the phone is connected to. The Edigin SVRX solves this problem and provides a centralized recording solution for all remote employee phones.
Real-time monitoring allows supervisors or authorized users to listen to live calls for the purpose of quality assurance and training. CUCM silent monitoring is invoked by a supervisor through an application using TAPI. When a monitoring session begins, the supervisor device goes off-hook and makes a special call to the agent device. This call is answered automatically and silently. The BIB in the agent’s phone mixes the customer and agent streams together to form a single, combined RTP stream, that is delivered to the supervisor under Unified Communications Manager control.
The Cisco VG224 and VG248 are analog voice gateways for either 24 or 48 analog extensions and, until now, those analog extensions would have to be individually tapped to get them each recorded. The SVRX patent pending ALGR VoIP recording technology allows recording of all analog extensions via a single network monitor session from the voice gateway. This eliminates the traditional analog wiring required to record those extensions.