7 Steps to Cisco Active Call Recording

ZOOM Call Recording is a solution giving contact centers (CCs) and unified communications environments the capability for interactive recording, screen capture and live monitoring. The system scales for small CC deployments, large distributed enterprise architectures and anything in between. It supports hosted and multi-tenant environments, and gives users a choice of recording methods on Cisco Unified Communication Manager: Active, Passive and Enhanced passive (hybrid).

Passive recording is the simplest method, and the only one that can be used to configure a site running in SRST mode, or when dealing with Communications Manager Express (CME).

Enhanced passive (hybrid) call recording is more reliable than passive recording because call data is transmitted through TCP sessions using the JTAPI service. However, the RTP stream is still captured through a promiscuous mode interface, using techniques such as SPAN, RSPAN, or ERSPAN, and configured on active network equipment.

Active call recording is the most reliable and the recommended approach. No special requirements are needed for active equipment on the network. End-point devices need a built-in bridge (BIB) to support active call recording.

Active recording is the most complex and the most commonly used method, so it’s quite important to remember all the essential steps. During a fresh system implementation, the engineer can sometimes forget a step, which then results in no calls being recorded.

To avoid this, keep in mind these 7 steps:

1. Upload the license.

After the system is installed and all the services running, the administrator needs to upload the license on the WebUI of the call recording system. Don’t rename the license, since the system recognizes the default license name. Restart the system.


2. Set the recording rules.

After the license is successfully uploaded, you must set the recording rules. If you’re not quite sure how to use wildcards, just set an asterisk symbol as a mask, and record all calls coming through the system.


For settings in Cisco Unified Communication Manager (CUCM):

3. Set the application user and the line setting.

The application user is needed for the call recording server to receive consistent data from the CTI Application server regarding the recorded phones and their state. This configuration is also used for JTAPI integration. Enable the standard CTI interface for every device you want to record, and set the line.

4. Define the recording profile.

The Recording Profile is needed to assign a destination number used by the CUCM to call the recorder. Check the numbering plan, and choose a number for the recording profile which is not already assigned -- remember the recording destination address must match the line.

5. Set the SIP trunk.

The SIP trunk points to the call recording server, and has to be configured for each recorder server. The selected trunk has to match the route pattern and device pool.


6. Configure the route pattern.

The route pattern is the configuration to create the link between the recording profile and the SIP trunk. If there is more than one recorder and all of them are in redundant configuration, there has to be a route list used as a destination.

7. Enable the built-in bridge (BIB).

This should be activated phone by phone, and the recording profile must be enabled on each line. Enable the recording option with the automatic call recording feature.


And remember that all the steps have to be saved, and all the interfaces reloaded and reset.

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About ZOOM

At ZOOM, we give contact centers of all sizes the tools to improve the customer and agent experience while addressing back office compliance and risk. That's why we've made it our mission to lead by example, and continually aim to improve our tools and set new challenges for ourselves.

Since 1999, ZOOM has held a world class track-record of customer satisfaction, scoring 82%+ with Net Promoters. Our customers range from sub–100 agent contact centers to some the world’s largest companies—Finansbank, Cigna, Rostelecom, IBM, and Saudi Aramco.

ZOOM has solved some of the hardest call recording problems in the world, and the new ZOOM Omnichannel Search Engine is the first of its kind.

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