Administration Guide. 15 Aug TM and copyright Imagicle spa

Transcription

1 Administration Guide 15 Aug 2018 TM and copyright Imagicle spa

2 Table of Contents Administration Guide...1/62 Configuration Task List...1/62 Description and Architecture...2/62 Product Configuration...9/62 Product Administration...15/62 Secure Call Recording...16/62 License Activation...21/62 High Availability...22/62 Troubleshooting...26/62 PBX Configuration...34/62 Product Integration API...49/62 Overview...49/62 Get Recording...50/62 Download Recording...53/62 Stop Recording...55/62 Start Recording...59/62

3 Administration Guide Configuration Task List Warning: you must install and configure the Application Suite before being able to configure the single applications. Call Recording can be easily configured through the following steps. Install the Application Suite Setup package Configure the Application Suite general parameters: IP telephony parameters Numbering plan SMTP parameters Create the users list with the extensions of the lines you want to be able to record Configure the PBX General CTI configuration General AXL configuration Specific configuration for recording Configure the IP phones for recording If you have a valid license, activate it now using the License page. If you do not have it yet, the application will run in evaluation mode for 30 days Through the Manage Service Page check that the Call Recording Service is running Configure the system settings and desired data retention. Administration Guide 1/62 Administration Guide

4 Description and Architecture Overview Imagicle Call Recording is Imagicle's solution for centralized call recording for Cisco UC platforms. Dedicated to any company that needs to record calls either for critical services with legal requirements, for operator training or just to keep track of important calls. It offers two recording modes: Always On, where every call is automatically recorded with no user intervention On Demand, letting the user decide when to start conversation recording trough a softkey on the IP Phone Imagicle Call Recording can also record calls received on mobile phones (Single Number Reach). Recorded calls are encrypted by the AES-256 bit algorithm and stored locally on the IAS server, where they can be searched and retrieved through the web interface. They can also be automatically saved on a NAS location. Technical details Supported voice codec: G.711 ulaw/alaw, G.729A Audio File format: MP3 Recordings Encryption: AES-256 bit Recordings disk occupancy: 16 MB/hour Architecture The Cisco "Media Forking" technology "Media forking" is the mechanism provided by Cisco UCM to enable call recording on enabled Cisco devices (IP phones and voice gateways). Basically, when a conversation is established on a recording enabled device, the device can send the received and transmitted audio streams to a SIP application, in order to record them. In details, two simultaneous SIP calls are placed by CallManager to the recorder SIP trunk: the first carries the voice of the local party (recording user), the second carries the voice of the remote party (PSTN phone or other extension). The voice recorder answers such calls and collects the two audio streams, mixes them together and finally stores the recording into a single audio file. Depending on the Cisco device that forks the audio, two different recording technologies can be used: Built-In Bridge (phone based) recording Network (gateway based) recording The two recording technologies are detailed in the next paragraphs. Built-In Bridge recording (Cisco UCM) Always-On (automatic) YES On-Demand (selective) YES (UCM 9.x and higher) Gateway based recording YES - Not Available - (Cisco UCM) (UCM 10.x and higher) The recording calls carry the audio streams using the same voice codec of the conversation being recorded. If such codec is not supported by Imagicle Call Recording, UCM transcoding resources are needed by the recorder SIP trunk to allow recording. If the codec is not supported and transcoding resources are not available, the recording fails. The current version of Imagicle Call Recording supports the following voice codecs: G.711 alaw/ulaw, G.729A. Administration Guide 2/62 Description and Architecture

5 How to notify the parties that the call is being recorded When recording starts, no announcement is played by Imagicle Call Recording. A tone can be played periodically in background by UCM to notify the talking parties their conversation is being recorded (see the PBX configuration chapter to see how to enable such tone). For inbound calls, if you need to play a recording announcement to the caller, before starting the conversation, we recommend to Imagicle Queue Manager Enterprise. Alternatively, it is also possible to use Cisco UCCX/UCCE (license required) or the Cisco native queuing (available for free on UCM 9.0 and higher versions). Built-in Bridge (phone based) recording This technology leverages the built-in bridge: a voice-processing component included in almost all Cisco IP phones and soft phones. In particular, it allows the "media forking" mechanism described above. The Built-In Bridge technology can be used both for Always On and On Demand recording. Using the Always-On (automatic) recording mode, when the IP phone line enabled for call recording establishes a conversation, two SIP calls are automatically placed by the CUCM to the Call Recording application through a standard SIP Trunk. Each call carries a one-way RTP audio stream by one of the involved parties. Both RTP streams are originated by the IP phone, leveraging the phone built in bridge. Similarly, if the phone is configured for On-Demand recording ("selective recording"), the user can start recording the established call, at any time, simply pressing the programmed "Record" softkey or button on his/her IP Phone. Depending on the phone model and UCM version, also the "Stop Record" recording softkey is available on the phone (otherwise the recording stops when the conversation is ended). Built-In Bridge recording requires CUCM rel. 8.x or higher for Always On and 9.x or higher for On Demand. Cisco IP Phones must be third generation (69xx, 79xx, 89xx, 99xx or later) including the DX series. See the latest available list of supported phone models on the official web site: Network (gateway based) recording Administration Guide 3/62 Description and Architecture

6 The Cisco Network-Based Recording leverages the Cisco Voice Gateway capabilities to fork media, sending the audio streams to the Call Recording SIP application. This technology can be used only for Always On recording. When the IP phone configured for call recording establishes a conversation, the UCM places two simultaneous SIP calls to the Call Recording server, using a standard SIP Trunk. Each call carries a one-way RTP audio stream by one of the involved parties. Differently from the built-in bridge technology, in this case both RTP streams originate from the VG/CUBE device. This mode requires the use of CUCM rel. 10.x or higher and Cisco Voice Gateway ISR-Gen2 Gateways (29xx-39xx), IOS 15.3(3)M or higher, which can be configured in Voice Gateway or CUBE mode. See for details. Design considerations Choosing the recording technology The two mentioned recording technologies can also be combined together, in the same environment, to better fit your call flow scenario. See the PBX configuration chapter or the Cisco documentation to understand how to combine them. In facts, if both the technologies are enabled on CUCM, the PBX chooses call by call for the specific conversation the best technology to record it. Imagicle Call Recording manages both of them without any configuration change. However, when designing you recording environment consider that: Only built-in bridge recording allows to record internal on-net calls (between two extensions) that do not traverse any voice gateway or CUBE device. Only network recording allows to record incoming calls answered by remote devices (mobile or PSTN phones) when using the Single Number Reach feature of UCM (Remote Device profile). Telephony and network requirements Administration Guide 4/62 Description and Architecture

7 Transcoding resources: if you need to record conversations established with codecs other than G.711 and G.729A, you need to provide enough hardware transcoding resources to the Imagicle Call Recording SIP trunk (specifying a suitable Media Resource Group List). Otherwise, ensure to disable unsupported codec following the instructions in PBX configuration page. Bandwidth considerations: as described above, the media forking technology involves two one-way audio calls (and audio streams) to the call recording server. Therefore, additional bandwidth is required in upload from the recording device (telephone or voice gateway) to the Imagicle call recording server. This is important if you plan to manage a multi-site scenario with a centralized recording server. The upload bandwidth requirement depends on the adopted codec but is roughly twice the bandwidth of a regular call, that is: G.711: about 175 Kbps for each conversation being recorded. G.729: about 62 Kbps for each conversation being recorded. Supported phone models: see the Cisco documentation for the latest available list of supported models, and their capabilities. Supported voice gateways (for network recording technology only): UCM 10.0 or higher Voice gateways or CUBE meeting the requirements documented by Cisco. If you plan to export recordings to a remote storage, additional bandwidth is required for the file transfer between the Imagicle call recording server and the remote network folder. Such bandwidth actually depends on the volume of recorded traffic (maximum 20MB/hour for each recording licensed channel). High-Availability deployments involving multiple Imagicle servers require enough bandwidth between each Imagicle node in order to synchronize the audio recording files. Such bandwidth actually depends on the volume of recorded traffic (maximum 20MB/hour for each recording licensed channel). Storage requirements Disk space needed to store the call recordings depends on: The number of agents The number of calls per hour Average call duration how log you want to store the recorded calls Imagicle provides an Excel worksheet which allows you calculate the needed disk space. Dial-In mode In addition to the two Cisco technologies mentioned above, a third recording technique (hereafter named "Dial-In") is possible with Imagicle Call Recording. This is an "On-Demand" recording mode that can be used for devices that do not support the built-in bridge and network recording (analog phones, 3rd party SIP phones, etc). Since 2018.Winter.1, Dial-In recording mode is available in an automated mode, too. Manual Dial-In This mode involves a 3-parties conference call engaged by the operator that includes both the remote party and the recording application. How it works 1. The operator establishes a conversation with the remote party (incoming or outgoing call). 2. The operator initiates a conference with the recorder, placing an invitation call to recorder (calling the pilot number associated to the recorder, for instance 8500). The remote party is automatically put on hold. 3. The recorder answers the call and plays a beep (recording tone confirmation). 4. The operator completes the conference between the remote party, the call recorder and the operator himself. The recorder will silently record all the conversation. 5. The operator hangs up the call and the conference. Administration Guide 5/62 Description and Architecture

8 Limitations This recording mode is initiated manually (on-demand), therefore this is not suitable for "always-on" scenarios that require the automatic, transparent recording. The remote party number is not available, therefore it will be blank in the recordings list, in the recording filenames, etc. The call direction cannot be determined, therefore it will appear blank in the recordings list. Technical considerations The recording phone and the conference bridge must be able to establish the call with the Call Recording service, using one of the supported codecs (G.711, G.729A). The recording phone must be able to do at least 3-parties audio conferences. The required bandwidth to/from the recorder is the same of a regular phone call. Automated Dial-In Available since 2018.Winter.1, this mode allows the operator to trigger the Dial-In recording mode by just pressing a Service Button URL configured on the IP Phone. How it works 1. The operator establishes a conversation with the remote party (incoming or outgoing call). 2. The operator presses a Service Button URL available on the IP Phone. 3. Imagicle Call Recording: 1. Places an invitation call to Call Recording service from the operator's IP Phone. The remote party is automatically put on hold 2. Answers the call and plays a beep (recording tone confirmation) 3. Completes the conference between the remote party, the Call Recording service and the operator 4. Silently records all the conversation 4. The operator hangs up the call and the conference. Advantages Compared to Manual Dial-In, Automated Dial-In removes two limitations and provides: The remote party number The call direction Limitations This recording mode is on-demand only, therefore it is not suitable for "always-on" scenarios that require automatic, transparent recording. This recording mode is compatible only with Cisco IP Phone models that are CTI controllable and support the Service Button URL. This recording mode is not compatible with overlapping dialing plans Technical considerations Imagicle Call Recording requires CTI (TAPI) control on operators phones. The recording phone and the conference bridge must be able to establish the call with the Call Recording service, using one of the supported codecs (G.711, G.729A). The recording phone must be able to do at least 3-parties audio conferences. The required bandwidth to/from the recorder is the same of a regular phone call. Administration Guide 6/62 Description and Architecture

9 Free-Seating Imagicle Call Recording supports the "free seating" scenario: nomadic users can work on different desks/locations using the Extension Mobility feature of Call Manager. To enable call recording in such scenario you only need to: Assign to the Application Suite user the DN of the Extension Mobility Profile Configure the device profile as described in the PBX configuration document page to enable call recording on the phone line. Recording Jabber Calls Jabber calls cannot be recorded on-demand. If you need to record Jabber conversations, the suggested configuration is to set a short retention time (e.g. 4 hours), allowing the users to pin (preserve) important recordings. Preserving can be done through through the Call Recording gadget interface. Data processing and Storage When a recording completes, the service both stores some data in the application suite database (recording index) and in the local file system (MP3 audio file). The main processing steps are: Recording of 2 audio streams â Mix and MP3 compression â AES Encryption â DB Indexing The encrypted recordings are saved into a subfolder of the installation folder, in particular:...\stonevoiceas\apps\recorder\records Files are further subfolder by year, month and date: The filename of each recording include some useful information, in particular: The (sequential) Record Id A 14 digits timestamp (yyyymmddhhmmss) The recording username (as configured in IAS) The recording extension The remote party number The call direction (IN/OUT) Hint: please contact the Imagicle support service if you need to move recordings to another folder or disk unit Administration Guide 7/62 Description and Architecture

10 Disk Occupancy The disk occupancy of each recording is about 16 MB per hour. Consider that when sizing the server disk, the overall occupancy should be calculated accordingly with the estimated traffic figure and planned data retention. Following some examples of occupancy figures, for different recording scenarios. Recording Scenario Help Desk (8x6) Emergency service (24x7) Teleselling (8x6) Simultaneous conversations (agents) Daily recording time per agent (hours) Data Retention (months) Necessary disk space (GB) Administration Guide 8/62 Description and Architecture

11 Product Configuration Users Configuration Every IP Phone enabled for recording must be associated to a user in the application suite. User properties In addition to the mandatory fields (username and password) the user enabled for recording should be configured with the following properties: Primary extension number (mandatory): this field is mandatory and must be unique. The system identifies the owner of the recording basing on the extension number Recording Numeric user ID (optional): this must be a unique numeric number associated to the user, can be set equal to the extension number. This field is reserved for future use. Recording Group Name (optional): if set, this field defines the recording group the user belong to, for instance "Help Desk" or "Traders". This field can be used later to filter/search recordings Send notifications / Attach recording file to notifications (optional). This flag allows notifications for the user, if enabled globally by the administrator (see below) Important: Call Recording does not support overlapping dial plans. Two or more users enabled for recording cannot have the same primary extension number. User Access Levels Use the "User permissions" page to change the access level for a specific user or to set the default access level for all users. Three access levels are available for the Call Recording application: Simple user: this is the default access level for all application suite users. This profile is enabled to: Record new conversations See, search, play and download only his/her recordings Preserve recordings for longer storage Add/edit notes attached to the recordings Group Supervisor: compared to the simple user, a user with this profile can also: see, play and download all recordings of his/her recording group Administrator: In addition to a supervisor access level, a user with this profile can also: see, play and download any recording of any user change any service setting start/stop the service Moreover, following hierarchical rules apply: A user cannot delete a recording preserved by an higher level user A user cannot delete or rewrite a note written by an higher level user See the configuration chapter to see how to assign the access level to Call Recording users. Service Settings The service settings (Global Settings) section is available only to administrative profiles (menu item Global Settings). Recording Filters When using the Always-On recording mode, you may need to record only some kind of calls/traffic. For instance, an help desk Administration Guide 9/62 Product Configuration

12 operator may need to record only incoming calls from the PSTN, not the conversations with other colleagues. This section allows to define flexible recording filters to decide which type of calls to record or discard. Such filters apply to all recording enabled users. The available options for call filtering are: Call Direction: setting this option you can decide to record only incoming/outgoing calls (from the IP phone point of view) or both of them. Traffic Type: setting this option you can decide to record only internal or external (to/from PSTN) calls. Calls are considered internal if the remote party is included in the application suite users list or if the remote party number matches the Internal number patterns defined in the application suite "Numbering Plans Parameters" section. Black List: this option allows to define a list of remote party numbers/patterns that you don't want to record. You can specify multiple numbers/patterns, one for each row. For instance, you can use this option to avoid to record the operator calls towards voic systems or conversations with VIP people who cannot be recorded. See the hint on the web page for the available wildcards you can use to build patterns. Some sample patterns: 7100: avoid to record all calls to the Voic pilot : avoid to record all conversations from/to numbers 3-digits long, starting with '73'. 8! : avoid to record all conversations to any number (of any length) starting with '8'. Hint: include the recorder pilot number (that is the Recording Profile DN configured on CUCM) in the remote party Black-list, to avoid to record calls placed to the recorder itself. Permissions Use this section to decide which access levels can delete or download recordings. Available options are: Nobody: useful to prevent accidental deletions, even by service administrators. Administrators Group Supervisors Simple users For deletion, if you select "Nobody - Irreversible choice", even administators won't be able to delete the recordings, and nobody will ever be able to change the setting. Pilot Numbers Automated Recording To use Automated Dial-In Recording, a dedicated service pilot number has to be configured. Follow these suggested steps: 1. according to your dial plan, choose a prefix that identifies an unassigned range of exactly internal numbers (i.e. a range composed by a prefix, followed by four X). 2. Insert that prefix into "CTI controlled pilot nâ (prefix)" field and Save. 3. Use the pattern that the page automatically displays to create a Route Pattern on CuCM to route calls to Imagicle Call Recording SIP Trunk. Data Management Storage (encrypted) Use this page to configure the retention policy of saved recordings and optionally enable an export job for backup purposes. Retention Policy Administration Guide 10/62 Product Configuration

13 The service can be configured to automatically delete older recordings in order to free disk space or to comply with legal or internal requirements. When the automatic deletion is enabled, users can select single recordings to be preserved, accordingly with the system settings. This section allows to configure the lifetime of recordings, that is, how long to keep the recordings on the system before they are definitely deleted both form the local disk and from the internal service database. Please, consider that deleted recordings cannot be restored anymore. They won't be available for play,download and export operations, therefore, be careful when managing this group of options. You can choose one of the retention presets or you can define a customized policy basing on your needs. The available options are: Keep all recording: no automatic deletion: recording are never deleted automatically (only manual deletion is possible). Selecting this option, the recording preserve feature is disabled for all users. 12 months: delete automatically all recordings older than 12 months, except the ones explicitly preserved by users. 48 months: delete automatically all recordings older than 48 months, except the ones explicitly preserved by users. Delete after 4 hours, except preserved by users: this setting is ideal to discard all recordings not explicitly marked by users. This is useful if the phone is configured for Always-On recording but only a few conversations have to be recorded (and maintained). Customize: you can define you own retention policy, for the specified amount of days/months/years. You can also enable the preserve feature to users, specifying the additional lifetime of recordings selected for preservation. Deletion of older recordings, if enabled, is performed by the service at regular intervals (minutes). Data Export (Unencrypted) Recordings saved in the application suite server (as encrypted files) can also be exported to a remote storage in MP3, unencrypted file format. This export job can be useful for backup scopes or to realize further processing inside the organization (for instance loading them into a centralized document repository). The destination storage must be a network folder shared by Microsoft Sharing protocol (SMB) and accessible by a network path, for instance: \\nas-backup\voicerecordings. Such path represent the base folder for data export. Further subfolders will be automatically created by the system in a hierarchical date schema year\month\day (one folder per day). For instance, referring the path mentioned above, recordings started on April 21st, 2016 will be exported to: \\nas-backup\voicerecordings\2016\04\21. Administration Guide 11/62 Product Configuration

14 Inside each folder the service will place : All recordings files (started in such date), in plain MP3 format. The destination filename includes: The unique (sequential) RecordID A timestamp yyyymmddd_hhmmss The recording user (username) The call direction (IN/OUT/DIALIN) The recorded extension number The remote party number The group name (if any) A CSV text file (UTF-8 encoding) containing all the relevant data of the exported recordings. This file can be easily opened with a spreadsheet application or used for indexing purposes by third party systems. The CSV fields include: Recording agent name Recorded extension number Remote party number, Start time Call duration Group Name The destination folder must be accessible for writing to a local or domain user. The service will use the credentials of such user to create files and folders on the destination folder. The export job runs at regular time intervals (about 1 minute). Exported files are never deleted by Imagicle Call Recording on the remote storage. The customer is in charge of the retention policies for such files. Configuration Administration Guide 12/62 Product Configuration

15 In this form enter: The network path of the destination folder. For instance: \\nas-backup\voicerecordings The username used to access the destination folder. This can be either a domain user (for instance IMAGICLE\backupuser) or a local user defined in the remote machine. This user must be enabled for writing in the specified folder. The password of the user specified above. Note: you cannot specify a local path as export destination folder, only network paths are admitted. This is because local paths would be problematic for high-availability configurations. Use the 'Test access' button to verify if the destination folder is accessible to the service with provided credentials: if successful, a small test file will be created on the destination folder. Only new recordings will be exported to the specified path. In the case the remote storage is temporarily unavailable or unreachable (for example because of a network outage), the missing recordings will be automatically exported as soon as it comes back available. Notifications notifications Users may receive an notification whenever their calls have been recorded. You choose which users receive the by ticking the "Send notifications" flag in the users profile properties, Call Recording section. If you also enable "Attach recording file to notifications", an unencrypted copy of the recorded message will be attached to the message, in plain.mp3 format. On the notifications setting page, you can set the size limit for the attachment. If the limit is overcome, the is sent anyway. The minimum size limit is 1 MByte. Unchecking the flag, no limit will be applied. You can also set the notification sender name. You can set other SMTP properties through Admin, System Parameters, SMTP parameters. How to edit the notification template To change the body contents for all the users, locate this folder: <installation dir>\stonevoiceas\apps\recorder\locale\xx\ Where XX is the language code for the users language. Eg. en, it, fr.. Administration Guide 13/62 Product Configuration

16 Copy User.Notification.Template.txt as User.Notification.Template.txt.user. Edit User.Notification.Template.txt.user. The template can be customized with the following tags, which will be replaced with the actual data when the is sent: [RecordingID] - Recording unique identifier [Username] - Recording owner's user name [UserExtension] - Recording owner's extension number [UserFirstName] - Recording owner's first name [UserLastName] - Recording owner's last name [UserNumericUserID] - Recording owner's numeric identifier [RemotePhoneNumber] - Recording's remote phone number [RecordingStartDate] - The date the recording started [RecordingStartTime] - The moment the recording started (hh:mm:ss) [RecordingDuration] - The recording duration (hh:mm:ss) [RecordingGroupName] - Recording owner's group name [PBXCallID] - Recording identifier assigned by PBX [CallDirection] - The call direction [RecordingPilotNumber] - The recorder pilot number [AttachmentFileSize] - The size of sent attachment in KBytes (0 when no attachment has been sent) [MaxAttachmentSize] - The maximum size allowed for attachment (in MBytes) To change the template for the users who belong to a specific department, follow the same procedure in this folder: StonevoiceAS\Settings\Departments\<department>\MailNotificationTemplates\CallRecording Where <department> must match the content of the Department field in the user profile. Administration Guide 14/62 Product Configuration

17 Product Administration Service Management Use this section to start and stop the Call Recording service. The Call Recording service automatically runs when Windows starts, use this option only if suggested by Imagicle Support team. Backup & Restore Backup and restore of Imagicle Call Recording configuration can be made through the Backup&Restore tool as for the other applications. See "The Backup and Restore Tool" in the Application Suite configuration section of this guide. Backup of the encrypted conversations will only be made if the "Include historical data" checkbox is flagged on the Backup&Restore tool interface. Administration Guide 15/62 Product Administration

18 Secure Call Recording Effective Summer 2017, Imagicle Call Recording can record Encrypted calls, i.e. calls which are placed with Secure SIP (SIP/TLS) for the signalling and SRTP for the audio stream. Before trying to record Secure calls, make sure Imagicle Call Recording is fully configured to record Non-Secure calls with clear RTP. Mixed mode must be enabled on your Unified CallManager, and you must be able to effectively place and receive secure calls to and from the agents' phones. Secure calls recording supports forking (Cisco Built-in-Bridge technology), Dial-in (direct call) and Network based (gateway) recording. CuCM Configuration for Secure Call Recording To be able to record secure calls, you need to: 1. Load the Imagicle Call Recording certificate on CuCM, categorized as CallManager-trust 2. Create a SIP Trunk Security Profile which references the Imagicle Certificate 3. Create a SIP trunk which points to the Imagicle Application Suite machine, port 5071, and uses the SIP Trunk Security Profile Loading the Imagicle Call Recording Certificate on CallManager When Imagicle Call Recording service starts, it creates a security certificate which is valid for the IAS server on which it was generated. It must be downloaded from the web interface, and loaded onto CuCM. To get the Imagicle Call Recording certificate: Login to the IAS web interface as Administrator Click on Recording, then Global Settings Expand the "Secure Recording" section Click on the Download button to download the Imagicle Call Recording certificate and save it to your PC. The file extension is.pem. To load the certificate on CuCM: Log on CuCM as Administrator Select OS Administration From the menu, choose Security, Certificate Management Press the "Upload Certificate / Certificate chain" button As certificate purpose, choose "Callmanager-trust" Enter a description, then select the Call Recording Certificate from your PC and upload it Press "Close" to go back to the certificate list. Administration Guide 16/62 Secure Call Recording

19 Press "Find" to list the certificates. Locate the Imagicle certificate you just uploaded. Take note of the certificate Common Name for later use. By default, the certificate Common Name will match the computer name of the machine on which it was generated. Warning: Changing the Computer Name will invalidate the certificate. If you change the IAS server computer name, you need to regenerate the Call Recording certificate. Warning: The Call Recording certificate will last 5 years from the day it was generated, which is the day the product was installed. If you make Application Suite generate a new certificate, it will last 5 years from the day it was generated. Creating a SIP Trunk Security Profile with Encryption From the Cisco Unified CM Administration menu, select System, Security, Sip Trunk Security Profile. Add a new item with the following properties: Incoming Transport Type: TLS Outgoing Transport Type: TLS Incoming port: 5071 Accept Out of Dialog Refer: enabled Accept Unsolicited Notification: enabled X.509 Subject Name: enter the Imagicle Call Recording Certificate Common Name you noted before. Administration Guide 17/62 Secure Call Recording

20 Please mind the certificate name. Do not enter the certificate description. Do not enter the full Subject Name. Enter the Common Name. If you are unsure, select System, Security, Certificate, and press the Find button. Locate the Imagicle certificate. The Common Name is displayed in the Subject Name column, just after CN= Creating a SIP Trunk for Secure Recording A Secure Sip Trunk is a standard SIP trunk with the following properties: A descriptive name, such as CallRecording_SIP_Trunk_Encrypted SRTP Allowed enabled Run On All Active Unified CM Nodes enabled Administration Guide 18/62 Secure Call Recording

21 Destination Address: the IP Address of the Imagicle Application Suite server Destination Port: 5071 SIP Trunk Security Profile: reference the one you just created Route Pattern to the SIP Trunk The route pattern must:create a new Route Pattern pointing to the the Imagicle Call Recording Sip Trunk for secure calls. Make sure you did not select the Call Recording Sip Trunk for standard calls. The pattern should match the Pilot number in the Recording profile you are going to create. Call Recording Profile for Encrypted Calls Create a new Call Recording Profile for encrypted calls. Assign a Pilot number of your choice, and a suitable CSS. The CSS must allow the phones to reach the Route pattern you just created. Administration Guide 19/62 Secure Call Recording

22 IP Phone Configuration The IP Phone configuration to record secure calls is similar to the non-secure call recording. Just select the Call Recording Profile for Encrypted Calls. Please refer to non-secure calls configuration page of this guide. Troubleshooting Secure Calls Before testing any other recording technology, try to record a Dial-In call. Choose two phones supporting Encrypted calls, say 101 and 102. Place a call from 101 to 102 and check that a lock appears on the display, meaning that the conversation is encrypted On Imagicle Application Suite, create a user with Primary Extension 101 and the permission to use Call Recording, which is the default Place a call from 101 to a number matching the Secure Call Recording Route pattern You should hear a beep, or, in case of permission mismatch, a message informing that the calling number is not entitled for voice recording. If the call does not seem to reach the Call Recording application, most probably there is a problem with the certificate. Ensure you referenced the correct certificate Common Name. How to detect a certificate problem If you suspect a certificate problem, you can check the detailed error in the Call Recording voip stack log file. To enable detailed voip logging: Edit the this file: <installation dir>\stonevoiceas\apps\recorder\settings\recorder.opal.config.xml Add the following line: <?xml version="1.0" encoding="utf-8"?> <configuration> <preference key="logging.level" value="4" /> </configuration> Restart Imagicle Call Recording service Once the logs are enabled: Try to record a new call, for example dialing the Call Recording pilot number Using your favorite editor, open the log file: <installation dir>\var\log\recorder.service\recorder.opal_<current date>.log Look for a line similar to: Accept: error in state=sslv3 read client key exchange A This means that the TLS certificate exchange failed. Please review the above steps. Administration Guide 20/62 Secure Call Recording

23 License Activation Imagicle Call Recording is licensed per channel, regardless the number of enabled users. The number of enabled channels controls the number of conversations that can be simultaneously recorded, on each server. All features (including the G.729 codec) are available without need of further licenses. Evaluation During the 30 days free evaluation period you'll be able to record only 1 conversation per time. How to activate the license To activate the license, follow the standard procedure you can find in the General configuration section. Administration Guide 21/62 License Activation

24 High Availability High Availability model Imagicle Call Recording supports the high availability configuration of the Application suite, implementing an Hot-Standby redundancy model. Incoming calls are normally handled by the primary server, backup nodes are involved only when the primary server is not available. All recordings are regularly synchronized between different nodes regardless the node that actually did the recording. This means you can access the WEB interface of any node to play/download a recording (recordings take a few minutes to be synchronized). In a cluster configuration of the Application Suite server, only one server can play the primary role for Call Recording, the other nodes play the backup role. All nodes must be licensed for Call recording accordingly with the role the play (regular or backup nodes). Backup nodes can be added later, they will be synchronized with the primary node contents as soon as they join the Imagicle cluster. After creating an application suite clusters (using the High Availability web wizard), additional configurations are required on the CUCM, details explained below. Data maintenance jobs Each licensed Call Recording node is enabled to run the data maintenance jobs, in particular: Purge of older recordings Export to a network folder Normally such jobs (if enabled) run on the primary node; if the primary node is unavailable, the backup nodes automatically take in charge of these jobs. PBX Configuration The only configuration change required on CUCM is limited to the routing of media forking calls in order to enable the failover policy. Following the configuration details, supposing a configuration with two Imagicle servers (primary-backup) and supposing the configuration for the first node (primary) has already be done. 1) If you are adding a backup node ensure no Route pattern is pointing to the primary Call Recording SIP Trunk. Delete the Route pattern or make it temporarily pointing to another device. 2) Define a second SIP Trunk with the same settings of primary one, except following ones: Name: Imagicle_CallRecording_Backup_SIP_Trunk SIP information - Destination Address: <IP address of the second Imagicle server (backup node)> 3) Create a Route Group with following parameters: Route Group Name: RG_Imagicle_CallRecording Distribution Algorithm: Top-Down Selected devices: Imagicle_CallRecording_Primary_SIP_Trunk Imagicle_CallRecording_Backup_SIP_Trunk Administration Guide 22/62 High Availability

25 4) Create a Route List with following parameters: Name: RL_Imagicle_CallRecording CUCM Group: choose your preferred UCM group (for load balancing scopes) Enable this Route List: enabled Run On All Unified CM Nodes: enabled Selected Groups: RG_Imagicle_CallRecording (the one defined above). Do not apply any transformation to calling and called parties. Administration Guide 23/62 High Availability

26 5) Create a Route Pattern setting the Recording Profile Number as pattern (for instance 8500) and pointing to the Route List defined above. Failover policy The route failover is triggered only in these cases: The SIP trunk to primary node is down. The primary node does not answer the incoming calls in the configured timeout (sudden death of server/application). Incoming calls are rejected by the primary node with a SIP Response 5XX, because of a blocking application error. The following error conditions, instead, do not trigger a route failover: Recording user is unknown/unauthorized Administration Guide 24/62 High Availability

27 License exhausted or invalid. Further considerations Since the saved recordings are replicated on all Imagicle servers, ensure there is enough available bandwidth between the Imagicle servers to allow data synchronization. For the Call Recording application the estimated maximum bandwidth is about 20 MB/hour (peak hours) for each licensed channel. For instance, during the peak hours, a 30 channels licensed Call Recording may need transfer up to 600 MB (per hour) to the backup Call Recording node. Administration Guide 25/62 High Availability

28 Troubleshooting How to use the troubleshooting guide This page describes basic troubleshooting techniques and most frequent issues you may face during the application setup and usage. The first part describes the basic tests to be made after you completed the configuration task list. Those test can reveal issues in the configuration and can help you to identify them. The second part is a list of common issues and their causes. Look for the symptom and follow the tips. To know how to configure the product, please refer to the relevant pages in this guide. Please understand that the problem may be related to complex PBX and network configurations, and that is not possible to list all them all. This guide must be considered as a tool to guess the origin of the issue. 1. Post installation basic tests A very quick test can be made directly from the phone enabled for recording. This test will help you to understand if the Imagicle Application suite is properly configured. Place a call from the phone line enabled for recording to recorder pilot number (that is the directory number configured in the Recording Profile of CUCM, for instance 8500). The call should be answered by Imagicle Call Recording, and one of the following voice prompts should be played: Beep: the phone is enabled on IAS for recording calls, the test call is recorded using the "dial-in" mode. Unknown number: the calling number is not present in the application suite users list (remember that each phone enabled for recording must be associated to a valid application suite user). Unauthorized number: the calling number is assigned to a application suite user that is not enabled to record. You nee to adjust the user permissions accordingly. Instead, if the call fails, please proceed with the regular troubleshooting procedure, described below. Attention: if the built-in bridge or network recording mechanism works properly, the diagnostic call to the recorder may be recorded as well. Therefore, if you are still running with evaluation licenses (only 1 channel enabled), a "license exceeded" event in the Application Suite monitoring section could be raised. RTMT useful alarms On Cisco UCM 10 and higher versions, when the Cisco call recording mechanism fails, a specific alarm is raised by UCM, so that the administrator can be alerted by the Cisco UCM monitoring tools. The status of such alarms is available in the "Alert Central" section of Real Time Monitoring Tool, tab "Voice/Video". See the Cisco documentation for the list of the possible alarms and their meaning. Administration Guide 26/62 Troubleshooting

29 2. Common Issues Conversations not being recorded It is important to understand if the media forking SIP calls are coming to Imagicle Call Recording or not. You can get a Wireshark capture on the Imagicle server or, alternatively, you can go through these simple steps: 1. Ensure the Imagicle Call Recording service is running (check the "Manage Service" administrative page). 2. Place a call from/to the phone enable for recording, make the call gets connected. Press the Record softkey if the On-Demand mode has been configured. 3. Wait some seconds and hang up the call. 4. Look at the events history in the Monitoring section of the application suite. If a Call Recording event has been raised, this means the media forking calls reached the Imagicle Call Recording SIP service but the recording failed. NOTE: The description of the event, if any, should help you in understanding the reason of the problem. Alternatively you can also get a Wireshark capture on the Imagicle server and check for two SIP incoming calls to the recording profile DN, UDP port Depending on the outcome of this test, two different diagnostics procedure must be taken. Media forking calls not placed to Imagicle Call Recording In this case, go through this checklist: 1. Ensure the Recording Profile CSS includes the partition of the Route Pattern configured for Imagicle Call Recording. If you assigned to Recording Profile the same CSS of the line being recorded, you can do the test described above in the "Diagnostic Voice Prompts" section, it will help you to understand if the Call Recording SIP trunk is reachable or not. 2. Ensure the phones are properly configured on CUCM, as suggested in the PBX configuration section, in particular, verify the Built-In bridge is enabled on the device. Administration Guide 27/62 Troubleshooting

30 Media forking calls properly placed to Imagicle Call Recording In the case the media forking calls comes to the Imagicle Call Recording, but the call has not been recorded, one (or more) of the following reasons may apply: 1. The phone number recording for recording is not assigned to any IAS user. 2. The calling number is assigned to a IAS user that is not enabled for Call Recording. 3. The license for Call Recording service is invalid or expired. 4. A codec mismatch occurred, the recording service was not able to answer the media forking calls. If any of these errors occurs, a specific Call Recording event is raised in the Monitoring section of the Imagicle Application Suite. Codec Mismatch The codec mismatch problem occurs if both the following conditions are true: The conversation to be recorded is established using a codec not supported by Imagicle Call Recording (G.729B, G.722, ilbc,..) On CUCM no hardware transcoding resource is available to the Imagicle Call Recording SIP Trunk. Codec mismatch makes the Call Recording failing when trying to answer the Media Forking Calls. In terms of diagnostics, when a codec mismatch occurs: A Call Recording event is raised in he Application Suite (Monitoring section). An alarm is raised on CUCM, visible by the RTMT tool. In a Wireshark capture, you can see the CUCM hangs up the Media Forking calls. A BYE is sent by CUCM with reason code 47 (Resource Unavailable). How to fix it To fix the codec mismatch problem at least one of the following actions should be taken: Disable the unsupported codecs on the involved phones and gateways/session border controllers. See the PBX configuration page of this guide for useful indications. Alternatively, assign a Media Resource Group List containing an hardware transcoding resource (able to handle the codec) to the Imagicle Call Recording SIP Trunk. Wrong remote numbers Each recordings is associated to a locale extension number (the phone being recorded) and a remote party number. Both these numbers are displayed in the recordings list: The remote numbers are adjusted accordingly with the Imagicle suite numbering plan parameters, in particular: for incoming calls the Incoming prefix, if set, is stripped out from the remote number for outgoing calls the Outgoing prefix, if set, is stripped out from the remote number Administration Guide 28/62 Troubleshooting

31 Therefore, if remote numbers look wrong, check in the Numbering Plan Parameters page if the Incoming and Outgoing prefixes are correct. If you change them, new values will apply to the new recordings only. Data Export not working Most common problems that make data export failing are: Wrong credentials for the export job: User does not have write permissions Remote network folder is unreachable or does not exists Destination has not available space. All of these reasons can be easily detected from the WEB interface using the "Test Access" button of the Data Export section (Global Settings). More over, ensure there is available room there in the remote network folder. You cannot play the recorded conversations Different errors may occur when trying to listen or download a recording from the Web interface or from the gadget for Jabber. Following the most common error conditions you may face, with the related explanation. 1) When you click the play button to listen a recorded conversation, you get the following error: "Unable to load the audio stream, please try again". The browser cannot play the audio stream because the PC on which it is installed does not have and audio adapter, or the Windows Audio service (Audiosrv) is stopped. Add an audio adapter to the PC and start the Audio service. Note: even if you cannot hear the audio stream, you can still download it as MP3 file. 2) You get an error: "You cannot playback or download this recording because server certificate has been removed or doesn't contain the provate key": Administration Guide 29/62 Troubleshooting

32 Starting from the Winter 2018 version of the Imagicle Application Suite, recording, replay and download operations require a valid certificate in the Windows Certificate Store, for encryption scopes. The error is normally given if the certificate used to store the selected recording is no more available in the Windows Certificate Store for the replay or download operations. In order to reterive such recordings you must install the required certificate in the Personal folder of the Windows Certificate Store (see the configuration guide). Automated Dial-In Recording When in conversation, after hitting the "Record" Service Button URL, a number of error messages could be displayed. The following section explain how to troubleshoot common issues when setting up Automated Dial-In Recording, according to to the error message provided. Service Unavailable And pressing "Details" softkey button, a similar message is displayed Cause: Imagicle Application Suite is not able to retrieve IP Phone information from CuCM. Administration Guide 30/62 Troubleshooting

33 Resolution: 1. Check that Application Suite IP telephony parameters are properly configured. 2. Check that Application Suite general AXL configuration are properly configured. 3. Check that Application Suite is properly querying CuCM through AXL: 1. Login Application Suite as admin 2. Go to Support web page: CuCM version, users and devices must be present 3. Click on "(details)" button: the IP Phone must be present and must have both the "Detected by AXL" and "Detected By TAPI" flags. If not, please double check device association on the CallManager, and AXL configuration on the IAS server. 4. Check that "Imagicle Service Host" Windows Service is running. This device is not properly configured for automatic CTI dial-in recording Cause: the requesting IP Phone is not CTI controlled by Imagicle Application Suite Resolution: 1. Check device association on CuCM: the requesting IP Phone must be associated to ImagicleCTI user 2. On CuCM, check that the option "Allow Control of Device from CTI" is enabled in the phone configuration (Device --> Phone) Recording pilot not configured Cause: the Automated Dial-In Recording Pilot Number has not been configured in Imagicle Call Recording. Administration Guide 31/62 Troubleshooting

34 Resolution: configure Automated Dial-In Recording Pilot Number in Imagicle Call Recording. Unable to call Imagicle Call Recording When hitting "Record" Service Button URL, Imagicle Call Recording places a call from the requesting IP Phone to a number matching the pattern displayed in "Automated Recording" section of "Pilot Numbers" panel, within Call Recording "Global Settings" page. The above message is displayed when that call is not being routed by CuCM to Call Recording SIP Trunk, as expected. Possible causes: Resolution: 1. The IP Phone cannot dial a telephone number whose prefix is Automated Dial-In Recording Pilot Number. 2. The matched Route Pattern does not route calls to Call Recording SIP Trunk. 1. On CuCM, check the Calling Search Space of the Directory Number that had the connected call, on the requesting IP Phone: it must allow to call a Route Pattern that routes calls to Call Recording SIP Trunk. 2. On Imagicle Call Recording, check to have configured Automated Dial-In Recording Pilot Number according to CuCM Route Pattern. 3. On CuCM, check that the corresponding Route Pattern: 1. matches the pattern displayed within section "Automated Recording" in Call Recording "Pilot Numbers" panel 2. routes call to Call Recording SIP Trunk To test configuration: 1. Login into Application Suite web portal with Call Recording administrative privileges and go to "Global Settings" -> "Settings" -> "Pilot Numbers" panel 2. Locate the pattern displayed within section "Automated Recording" 3. From the IP Phone, place a call to a number matching that pattern. E.g.: if the pilot number is 9600 (hence the pattern is 9600XXXX), then place a call to The call should starts immediately and should be answered by Imagicle Call Recording. There is no user with primary extension Administration Guide 32/62 Troubleshooting

35 Cause: Imagicle Call Recording requires an Application Suite user to be defined for each IP Phone Directory Number to be recorded. See Product Configuration. Resolution: create an Application Suite user with the requesting IP Phone Directory Number as Primary Extension. User is not authorized to record calls Cause: the requesting IP Phone's Directory Number identifies an Application Suite user that is not enabled to Call Recording Resolution: enable requesting user to Call Recording: 1. Login into Application Suite web portal with administrative privileges for User Management. 2. In User Management, locate the User whose Primary Extension matches the requesting IP Phone's Directory Number. 3. Edit user's permissions for Call Recording. 4. Ensure user has at least "Base Access" privilege. Administration Guide 33/62 Troubleshooting

36 PBX Configuration This page describes how to configure Cisco Unified CallManager with Imagicle Call Recording. CuCM offers many ways to record calls: always on, on demand, media forking, network based... The configuration differs slightly depending on the recording mode. Regardless the recording mode, you need to create a SIP Trunk for Imagicle Call Recording. SIP Trunk configuration 1. Create a new SIP Trunk Security Profile named "Imagicle Call Recording SIP Security Profile" with following settings. Incoming Transport Type: TCP + UDP Outgoing Transport Type: UDP Incoming Port: 5070 Enable Digest Authentication: disabled Enable Application Authorization: disabled Accept Unsolicited Notification: enabled Accept Replaces Header: enabled Leave all other settings to their default value. 2. Define a new SIP Profile named "Imagicle Call Recording SIP Profile", with following settings: Timer Invite Expires: 5 Retry INVITE: 1 SIP OPTIONS PING - Enable OPTIONS Ping: Enabled SIP OPTIONS PING - Ping interval for In- service Trunks: 10 SIP OPTIONS PING - Ping interval for Out-of-service Trunks: 5 SIP OPTIONS PING - Ping Retry Timer: 500 SIP OPTIONS PING - Ping Retry Count: 3 Leave all other settings to their default value. 3. Create a new SIP Trunk named "Imagicle Call Recording Primary SIP Trunk" with following settings: Device name: Imagicle_CallRecording_Primary_SIP_Trunk Call Classification: On-Net Media Resource Group List: if you need to record conversations using a voice codec different from G.711 and G.729A, you need to assign a Media Resource Group List that includes at least one hardware transcoding resource. Run on all Active Unified CM Nodes: Enabled SIP Information - Destination Address: <Imagicle server IP address> SIP Information - Destination port: 5070 SIP Trunk Security Profile: Imagicle Call Recording SIP Security Profile (see above) SIP Profile: Imagicle Call Recording SIP Profile (see above) DTMF Signalling Method: RFC2833 Leave all other settings to their default value. Configuration for Media Forking (Built-in-Bridge) Recording mode Disabling unsupported codecs Imagicle Call Recording supports G.711 and G.729A only. All other codecs must be disabled from CuCM configuration. G.729B should be disabled at system level for all the calls, G.722 can be disabled for recorded calls only. If the unsupported codecs can't be disabled, you must ensure to assign hardware transcoding resources to the Call Recording SIP Trunk (in the Media Resource Group List option). Otherwise, Imagicle Call Recording won't be able to record the calls that are established with an unsupported codec. Administration Guide 34/62 PBX Configuration

37 In CuCM Administration, select System, then Service Parameters. Choose your server, then "Cisco CallManager". In the CallManager Service Parameters page, disable teh following codecs, choosing the option "Enabled for All Devices Except Recording-Enabled devices" (CuCM 9.1 and higher) or "Disabled" (CUCM 8.x): G.722 ilbc isac Opus For the same reason, in the same page, remove the "G.729 Annex B (Silence Suppression) from Capabilities", by setting the parameter to True: Alternatively, to avoid G.729B communication only on recorded phones, you can: Define in CuCM a codec preference list that includes G.729A before G.729.B Assign such codec preference list to a region used by the phones enabled for recording How to provide a recording tone If you want to provide the background recording tone (every 15 seconds) to the recorded parties, in the CuCM administration set the following Service Parameters for CallManager service (on all CallManager nodes). In CuCM Administration, select System, then Service Parameters. Choose your server, then "Cisco CallManager". Locate the Clusterwide Parameters (Feature - Call recording) group. Set the following values: Play Recording Notification Tone To Observed Target: True Play Recording Notification Tone To Observed Connected Parties: True The first one enables the recording tone for the agent, the second one enables the recording tone for the remote party. Enable phones for recording To leverage the recording capabilities of CuCM, some additional configurations are needed on CCM. 1. Create a new Recording Profile (Device - Device Settings - Recording Profiles) with following settings: Name: Imagicle Call Recording Profile Recording CSS: A CSS able to engage the Route Pattern described above. Recording Destination Address.: An internal, unused service phone number that will trigger the Route Pattern above defined (e.g. 8500) Administration Guide 35/62 PBX Configuration

38 2. Create a Route Pattern to route the media forking calls to the Imagicle Call Recording SIP trunk. The pattern must match the pattern defined in the "Recording Destination Address" box of the Recording Profile. 3. Set the following settings to each phone line to be recorded: Recording Option: choose one of the following options Automatic Call Recording Enabled, for Always On mode Selective Call Recording Enabled, for On-Demand mode* Recording Profile: Imagicle Call Recording Profile Recording Media Source: Phone preferred: if you want to use the built-in bridge recording mechanism for this phone Gateway preferred: if you want to use the Network recording mechanism for this phone. If you are configuring Always On recording mode with phone Phone preferred, the configuration is complete. If you are configuring Always On recording mode with phone Gateway preferred, please skip the following "Recording Control" paragraph and head directly to paragraph "Configuration for Network Based Recording mode (Gateway Recording) UCM 10.X and higher" to complete the required configuration. If the Extension Mobility feature is used, you must enable for recording the line of the associated Device Profile. Note: *Selective Call Recording is available since CUCM 9.1 only for some ip phone models. See the official Cisco documentation for the list of supported phones and recording modes. Recording Control If you are configuring e On Demand recording mode, there are some additional configuration steps to be performed in order to configure phone(s) to be able to invoke the recording. Imagicle Suite supports: 1. Standard Recording Control, with start and stop commands 2. Advanced Recording Control, with start, stop, pause and resume commands 4.1 Standard Recording Control (Start-stop) for On Demand Recording Cisco Unified CallManager provides a build in mechanism to start the recording of a call. Based on the phone model, you can use a SoftKey Template or a Programmable Line Key. a) Adding Recording button to phones supporting SoftKey Template (i.e. IPC, Cisco 78xx, 79xx IP Phones,...) Create a new Softkey Template (Device -> Device Settings - Softkey Templates) that includes the "Record" softkey for the Connected status. You can also simply add such softkey to your existing Softkey Template. Administration Guide 36/62 PBX Configuration

39 b) Adding Recording button to phones supporting Button Template (i.e. Cisco 99xx/88xx IP Phones,...). You need to configure the recording button into the Button Template, so it appears as a PLK (Programmable Line Key) on the left-hand side of the phone. From the Device, Phone menu, select the device you want to configure, and the click Modify button items on top of the button/plk list to the right. Look for the "Record" entry among the "Unassigned Associated Items" and move it to "Associated Items" as in the screenshot below. 4.2 Advanced Recording Control (Start-stop & Pause-Resume) for On Demand Recording Imagicle Application Suite (Spring edition) and later also support pause and resume for recordings. If pausing recordings is not a required use case, please refer to chapter 4.1 for the phones configuration alternatives. To enable pausing a recording, phones require some specific configuration. 1) Create a new Phone Service (XML) In CuCm Web interface, go to Device, Device Settings, Phone Services. Add a new phone services with the following settings: Service Name: something meaningful, e.g. Record Service URL: Service Type: XML Service Enable: on Administration Guide 37/62 PBX Configuration

40 Note: you can copy the URL from your AppSuite web interface, from the Global Settings page, Services URL section. Ensure you copy the Media Forking URL. 2) Subscribe the phones you want to enable to recording, to the XML phone service you just created. You'll be able to use the new service pressing the "Services" button on the IP phone 3) Optionally, add the service as a new Service URL button on the phone. See the procedure at the bottom of this page. 4) By default, only the Start Recording option is available. To allow the users to Stop, Pause and Resume recordings, you need to change the default settings on Imagicle Application Suite. Log onto the web interface. In the Call Recording menu, select Global Settings. Expand the Recording Control section and set the relevant options. You can also set the options per device, overriding the global setting, through the use of XML Service parameters. The procedure is detailed in the FAQ section of this guide. Configuration for Network Based Recording mode (Gateway Recording) UCM 10.X and higher Cisco Network Based Recording (also known as Gateway Recording) is available since UCM 10.0 and has some additional requirements if compared to the Built-In Bridge phone based recording described so far. Specific configuration is required in all the routers/cubes that relay incoming/outgoing calls. Hardware and Software Requirements Accordingly with Cisco documentation, network based recording requires: UCM 10.0 or higher Supports both Voice Gateways and Unified Border Elements (CUBE) as long as they interface with Unified CM using SIP and the Router platform supports the UC Services Interface (not supported for H.323 or MGCP based calls). The word "Gateway" is used here interchangeably to refer to Voice gateways and CUBE devices The Gateway has to be directly connected to the Unified CM using a SIP trunk. No support for SIP Proxy servers ISR-G2 Gateways (29XX, 39XX Series) running release 15.3(3)M or later are supported. 15.3(3)M was released on CCO in July / 2013 ASR-100X Gateways running release XE 3.10 or later are supported. XE 3.10 was released on CCO in July / 2013 Administration Guide 38/62 PBX Configuration

41 VG224 is not currently supported CUCM Configuration for Network Based Recording To enable the network recording technology, you need to go through the following specific configuration steps on CUCM. 1. On all SIP trunks pointing to the CUBE/VG, under "Recording information" select the option "This trunk connects to a recording-enabled gateway". 2. Create a Recording Profile (Device - Device Settings - Recording Profiles) with following settings: Name: Imagicle Call Recording Profile Recording CSS: A CSS able to engage the Route Pattern described above. Recording Destination Address.: An internal, unused service phone number that will trigger the Route Pattern above defined (e.g. 8500) 3. On all IP phone lines enabled for call recording, select the "Automatic Call Recording Enabled" option in "Recording Option" and the "Gateway Preferred" option in the "Recording Media Source". Use the Recording Profile you created. 4. Create a Route Pattern to route the recording calls to the Imagicle Call Recording SIP trunk. The pattern must match the number set in the recording profile you created. Recording remote destinations Network recording allows to record incoming calls answered by remote (off-cluster) devices. This allows to handle some particular scenarios, including: Single Number Reach: the user can answer his office incoming calls from his/her mobile (GSM) phone. On-call duty for critical services. Administration Guide 39/62 PBX Configuration

42 Incoming calls transferred to another CUCM cluster. Incoming calls transferred to off-net destinations (remote call-centres, IVR,etc.). This section describes how to configure CUCM to record this kind of calls. Single Number Reach users To record phone calls of users that are already enabled on CUCM for single number reach (Mobile Connect): 1) Configure CUCM for Network Recording, as described above. 2) In the Remote Destination Profile, select the associated DN and enable it for recording like a regular phone line: DN properties: Other remote destinations If you need to record calls answered by remote destinations that are not associated to a user for Single Number Reach, the following configuration settings must be done on CUCM. Just as an example, suppose you have an operator pool working in a Hunt Group (or QME agent group), normally being recorded. Suppose the Hunt Group escalates the call to a remote branch (calling a landline PSTN number) in the case no operators are available. In order to record the calls forwarded to the remote branch, you need to create a dummy user with an "ad-hoc" extension enabled for the Single Number Reach and associated to the remote destination you need to record. Administration Guide 40/62 PBX Configuration

43 If you want to record such forwarded calls, you need to go through the following configuration steps. 1) Define a new end-user (even a generic dummy user, like rec.user1) enabling the checkbox "Enable Mobility": 2) Create a new DN, just for recording purpose. This DN will trigger the outgoing call to the remote destination. Add the DN in the last position of the Hunt Group, for escalation purposes (e.g , in picture below). 3) Create a new Remote Destination Profile (Device => Device Settings => Remote Destination Profile) with the following properties: Administration Guide 41/62 PBX Configuration

44 Name and description: whatever you want, for instance: "RDP Employee Mobile Phone" UserID: the end-user created at the step 1 (rec.user1) CSS: a valid CSS enabled to place calls to the remote destination Device Pool: a convenient device pool. This device pool should contain at least a transcoding resource if the outgoing call leg is established with an unsupported codec. Save the Remote Destination Profile: 4) Go back to the Remote Destination Profile, then click on "Add a New Remote Destination" 5) Insert the remote destination number (the mobile remote branch number in the example above), including the off-net prefix, if required. Also, enable the Single Number reach checkbox and make the remote phone immediately rings as soon as the DN rings: Administration Guide 42/62 PBX Configuration

45 6) Save the remote destination, associate it to the DN defined above (82501) and save again: 7) Go back to the Remote Destination Profile, select the associated DN (82501) and enable it for the network recording (Automatic Call Recording Enabled, Imagicle Recording Profile, Gateway Preferred): Save and apply the new settings. 8) Configure in the Imagicle Application Suite a real or dummy user with the DN defined above (82501) as primary extension number and enable it for Call Recording application. Administration Guide 43/62 PBX Configuration

46 9) Test: place a call to the DN defined above (82501). The remote phone should ring after a few seconds. As soon as the call in answered by the remote phone, the media forking should be triggered automatically and the conversation should be recorded by Imagicle Call Recording. 10) Test the real scenario you need to handle (the hunt group escalation in the example above). IOS Configuration The following IOS configuration must be applied to each CUBE/VG enabled for network based recording. uc wsapi message-exchange max-failures 100 response-timeout 1 source-address << replace this with the actual voice LAN router IP address probing interval negative 20 probing interval keepalive 255 provider xmf remote-url 1 << Create a similar URL for each CallManager node running the SIP trunk remote-url 2 << Create a similar URL for each CallManager node running the SIP t Then, check the registration is successfully, by invoking the command: show wsapi registration all The following command allows debugging the call media forking when call recording is triggered: show call media-forking Ensure that the internal HTTP server of the Cisco router is enabled, by issuing the following IOS command: ip http server Configuration for Automated Dial-In recording mode CTI/TAPI Device association Automated Dial-In recording requires an IP Phone to be controlled through CTI/TAPI. Associate all the devices you want to use with Automated Dial-In to the ImagicleCTI user you created during TSP setup. XML Service creation To use Automated Dial-In recording, an XML service has to be configured once. Log onto the CuCM web interface. Click on Device -> Device Settings -> Phone Services. Define a new Phone Service with following parameters: Name: Imagicle Call Recording Dial-In Description: Imagicle Call Recording Dial-In On-Demand Service Service Category: XML Service Service Type: Standard IP Phone Service Service URL: Flag "Enable": set TIP: You can automatically get the right URL to be pasted, with the right IP address, directly form the Application Suite web interface. Just open the Call Recording -> Global Setting page -> Settings panel -> Service URL sub-panel Administration Guide 44/62 PBX Configuration

47 Service Button URL configuration For each IP Phone where the Automated Dial-In recording has to be used, you need to configure a Service Button URL on that phone. You first need to subscribe the XML Service on the target IP Phone. Click Device -> Phone, select the target IP Phone. Then, in "Related Links" drop-down, choose "Subscribe/Unsubscribe Services" and click Go. In "Select a Service", choose "Imagicle Call Recording Dial-In", click "Next" and then "Subscribe". Administration Guide 45/62 PBX Configuration

48 Now, you can create the Service Button URL: go back to the target phone configuration page and, in the "Association Information" panel on the left, locate and click the "Add a new SURL": Administration Guide 46/62 PBX Configuration

49 Then, in the "Service" drop-down, choose the service you want to link to the button, i.e. "Imagicle Call Recording Dial-In". Edit the "Label" field as you prefer- This is the label the operator will see on phone display. Then Save. Finally, click on "Modify Button Items" to associate a phone button to the Service Button URL. CallManager Service Parameters configuration Administration Guide 47/62 PBX Configuration

50 To let a user record any conference call, the "Advanced Ad Hoc Conference" Service Parameter of the "Call Manager" service has to be enabled. Ruote Pattern Creation A fixed-length Route Pattern must be configured accordingly with the phone number prefix specified in section "Automated Recording" within "Pilot Numbers" of Imagicle Call Recording's Global Settings (e.g. 9000XXXX, in the image below). Administration Guide 48/62 PBX Configuration