Voice and video call recording system

Transcription

1 Voice and video call recording system Index. 1.- Introduction Adportas RecKall main features Recording 2.2 System 2.3 Web user interface 3.- User web interface User administration 3.2 Extensions 3.3 Traceability 3.4 Search voice and video recordings 3.5 Tag insertion 3.6 Recording transferred calls 3.7 Statistics 3.8 Backups 3.9 Black list 3.10 Metadata 3.11 Monitoring Main panel RecKall CUCM validation Unrecorded calls Performance Days without recording Notification schedule 4.- Adportas RecKall functionalities Recording encrypted calls 4.2 Screen activity recording 4.3 Audio files Storage formats Encrypting audio files 4.4 Backups Backup on shared folder DVD backup 4.5 High availability 4.6 Integration with external solutions Web service for audio recordings recovery Web service for recordings control Requirements

2 1. Introduction. Adportas RecKall is a voice recording and video call recording system for incoming and outgoing calls, permanently or on-demand. Adportas RecKall records both the phone conversation and screen activity every time the user receives or makes a phone call, synchronizing the audio and video files generated and then attaching these to the application for later review from its web interface. Adportas RecKall can be configured in three capture modes: Active Recording: Active voice recording over SIP trunk to Cisco CUCM and BiB (Built-in Bridge) within IP telephones, centralizing its administration and reducing hardware investment for each branch. Passive Recording: Passive voice recording over SPAN; captures network traffic by replicating the audio RTPs from telephones registered within the system, via the configured network port in the switch towards the Adportas RecKall server. Active Recording - Skype for Business: Active voice recording of the Microsoft Skype for Business (1) platform, directs the call towards the Adportas Microsoft Skype for Business Active Recording (1) module (UCMA Application), via a MSLP manuscript that captures audio and transforms it into a recorded file. 2. Adportas RecKall main features. 2.1 Recording. Active Recording, Passive Recording or Microsoft Skype for Business (1) recording modes Recording incoming and outgoing calls Permanent recording On-demand recording Recording encrypted calls (128-bit key) Screen activity recording Video call recording (only in passive recording mode) Centralized recording of multiple CUCM clusters Recording transferred calls sequences and conference calls Recording Jabber client and extension mobility (records the extension regardless of endpoint) 2.2 System. Linux CentOS operating system, version 6 or higher Compatible with CUCM version 8.0 or higher Compatible with VMWare (virtualizable system) Integration of main site with branches G.729A, G.711 μ-law and G.711 A-Law CODECs support. Open or encrypted format storage:.pcm (CODEC G.729),.WAV (CODEC G.711) and.ogg (CODEC Speex) 1:10 audio file compression Optical media, shared folder and external systems backups High availability recording system (grabbers/concentrators) 2.3 Web user interface. Search engine by criteria: Counterpart ANI, extension, type of call, date, duration, costs center, logs, metadata Additional metadata integration Multiple profiles for flexible user and supervisor configuration Monitoring of specific ANIs Administration of recording groups (areas) Tag marks on playback for easy location of important points and inserting commentaries Integrated audio player and video download User activity traceability Reports and system health control panel Adportas 2017, all rights reserved - v modification date 13/09/ Cisco is a registered trademark of Cisco Systems, (1) Microsoft Inc. Skype for Business is a registered trademark of Microsoft Corporation. 2

3 3. User web interface. 3.1 User administration. Create, modify and delete users within the system, and assign extensions. Extension assignment. Define user playback and download privileges for extensions already assigned in Adportas RecKall. 3

4 3.2 Extensions. Add, modify or delete extensions. 3.3 Traceability. This option registers logins for all users entering the portal, including activity details such as play-back, recording download, adding, modifying or deleting users, extension or blacklist; backup and business data modification, among others. Includes an integrated search engine by user, activity and date. 4

5 3.4 Search voice and video recordings. Search engine for all recordings stored in the system by registration number, extension, counterpart, type, date, beginning / end times, duration, etc. Allows viewing video and audio from all calls stored within the system. 3.5 Tag insertion. The recording playback engine allows tagging and marking points of interest in any call for later use, and include any necessary commentaries. 5

6 3.6 Recording transferred calls. Adportas RecKall records transferred calls and any transferring sequence generated, for internal control. Incoming Outgoing Transfer 3.7 Statistics. Allows online viewing of overall number of recordings, storage space and number of backups. 6

7 3.8 Backups. This option helps configuring automatic recordings backup by type, time, day, month and contact for backup messages. 3.9 Black list. Enter telephone numbers requiring special monitoring in case of contact by incoming or outgoing calls. When a call is placed from a monitored ANI, Adportas RecKall sends an with the recording ID. 7

8 3.10 Metadata. This option helps adding additional data to any given recording, for internal control Monitoring. This option allows monitoring system health over detailed reports such as RecKall CUCM Validation, Unrecorded Calls, Performance, Days without Recording and Notification Schedule, which are sent daily over to previously specified users. It also allows controlling recording inactivity by day, time and pause duration, sending alerts in case of detection Main panel. Panels indicate system health in real time and a chart shows number of concurrent calls, monitored by time frames ranging from actual time until last 30 days. 8

9 RecKall-CUCM validation. This option displays a list of all the registered extensions in the recorder presenting CUCM validation problems and observations regarding failure details. Searches can be made using filters such as branch office, extension, user and observations Unrecorded calls. This option displays a list of all placed calls that were not recorded. The search engine includes filters such as branch office, ID, origin/destination, Mac, revised number, call reference ID and dates. 9

10 Performance. This option displays average consolidation times for calls within the system and includes search filters such as branch office, range and average Days without recording. This option displays days without recording for extensions registered in the system. Includes search filters such as branch office, name, extension, days without recording, last recording and status. 10

11 Notification schedule. This option enables the configuration of time intervals, days and schedules to monitor lack of recording activity. It is possible to define one or more s for notification in case any registered extension is detected without recording activity. 4. Adportas RecKall functionalities. 4.1 Recording encrypted calls. Encrypted calls solution diagram. CUCM CTI link Adportas RecKall CTI service Recording service User interface and file system PSTN LAN http/zip VoIP Gateway Video App SIP trunk IP phone audio External audio Encrypted communication Internal IP phone (with BIB) External backup system User interface 11

12 Considerations for recording encrypted calls. a. The IP central (CUCM) must be configured so that the IP telephones may receive and deliver flows of encrypted audio. This requires the previous incorporation of encryption keys provided by Cisco for this purpose. b. The IP central (CUCM) will require the installation of a certificate provided by Adportas for the encrypting of SIP signal flow between the IP central (CUCM) and the Adportas RecKall recorder. c. Recorder telephones require encrypting and Active Recording support. 4.2 Screen activity recording. Adportas RecKall records the screen activity during a telephone call over a Java application installed in the user s PC, synchronizing and storing audio and video files in the recording server once the call is terminated. 4.3 Audio files Storage formats. Adportas RecKall provides two audio format options during configuration: OGG and WAV. When using the WAV format, the file will maintain the same G.711 CODEC if used in the telephone conversation; if the conversation used G.729 CODEC, the generated WAV file will use PCM. In turn, OGG files will use Speex CODEC Encrypting audio files. If needed, Adportas RecKall can be configured to encrypt files generated by telephone recordings. For this purpose, a specific software encrypts the pending files with a 128 bit key, so that any access to the server s operating system will not necessarily imply the possibility of unauthorized transferring or listening to recorded conversations. In turn, the final users may access these recordings over the Adportas RecKall web portal, according to their profile and access configuration. 4.4 Backups. Adportas RecKall can backup recordings on DVD or an external device over a shared folder Backup on shared folder. On a daily basis and at a specific time defined by the user, the system seeks all generated recordings with no backup, from oldest to newest, and then copies these in a shared folder or other external device for this purpose. These files will be then named using a extension_counterpart_timestamp_calltype format DVD or Blue Ray backup. Adportas RecKall periodically searches for recordings with no backup and verifies if their total is equal to or higher than the capacity of a DVD (4.7 GB) or a Blu-ray (25 GB). If the size is equivalent, the system generates an ISO image with these files and burns them on a blank DVD / Blu-ray placed in the recording server. If no DVD / Blu-ray is available, the system will send an to the registered administrator asking for an appropriate blank disc to be inserted for backup. A similar notification will be generated when the backup has been successful or if a problem has occurred. To search recordings backups, the corresponding backup DVD / Blu-ray must be accessed. A special application included in the DVD / Blu-ray will open automatically. 12

13 Backup DVD or Blue Ray window view: The following interface helps find recordings according to registration number, type (incoming or outgoing), date, duration, extension and counterpart. 4.5 High availability. High availability within the Adportas RecKall recording system is achieved by configuring two different IPs within the SIP trunk assigned for recording, enabling SIP negotiation in both recording servers, main and secondary. The Call Manager will make a random negotiation by sending a recording Invite to any of the two servers, and recording the current call in either of them. Adportas RecKall will then copy all recordings made by the main server on the secondary server, and viceversa. Both servers will be in perfect synchro at all times. PSTN CUCM CTI Adportas RecKall 1 SIP CTI RTP2 RTP1 SIP-Skinny SIP Adportas RecKall 2 Capturer Capturer.wav 1 CTI data RTP1 IP phone RTP2.wav 2 CTI data FS 1 RecKall Concentrator.wav 2 CTI data.wav 1 CTI data FS 2 RecKall Concentrator 13

14 4.6 Integration with external solutions Web service for audio recordings recovery. Third-party applications can consume a configurable web service offered by Adportas RecKall for recovering audio recordings and associated metadata from outside the Adportas RecKall solution. For this, the external solution must deliver unique or combined data equivalent to the one used by Adportas RecKall in its search engine. As a result, the Web Service is able to recover recordings and its respective metadata Web service for recordings control. Third-party applications can consume a configurable web service offered by Adportas RecKall for on-demand recording control from outside the Adportas RecKall solution. This web service also permits entering complementary metadata to the one generated by Adportas RecKall for each recording. The external application must consume this web service by delivering unique data, either for initiating a recording in a given extension, finalizing one or including additional metadata to a specific recording. Requirements Adportas RecKall Active Recording Server Voice VLAN web visibility for recorded telephones. Third generation or higher Cisco IP Phone with Built-in Bridge, Jabber or Cisco Softphone. SIP Trunk for telephone signaling between CUCM and Adportas RecKall. Configuring Active Recording for telephones recorded by CUCM. CTI user in CUCM with control over all telephones to be recorded. Creation of route pattern in CUCM for Adportas RecKall. Creation of Recording Profile in CUCM for Adportas RecKall. Installing Adportas RecKall application on PCs for screen recording. Supports phones with G.711 A-Law, G.711 μ-law or G.729A CODECs. Adportas RecKall Passive Recording Server Remote access via VPN. Cisco IP telephones. SPAN enabling. CallManager V.8 or higher. Port mirroring on extensions to be recorded. Network port for main recording device. Supports phones with G.711 A-Law, G.711 μ-law or G.729A CODECs. Limitations On Active Recording it is not possible to record telephones connected to Cisco ATAs or Cisco VGs. Carmen Fariña #6669, Vitacura, Santiago, Chile. Phone: (+562) Fax: (+56 2)