Cisco Active Call Recording

For Cisco environments – no hardware allowed.

An active recording method with concurrent recording options.

The Virtual Observer recording engine works in unison with the Cisco Unified Communications Manager Silent Monitoring and Recording solution, to provide ‘Active’ call recording within a Cisco DMS (Dual Media Stream) architecture.

Supported Switches:
Cisco Unified Communications Manager 6.x and up

Supported Phone Models:
– All third generation phones and later, 7906, 11, 31, 41, 61, 65, 70, 71, 75

The Cisco Unified Communications Manager (CUCM) Silent Monitoring and Recording solution provides seamless integration into existing Cisco Telephony Networks for recording solutions. The DMS solutions means that configuring phones for recording uses the telephone device’s built in bridge (BIB), with the CUCM providing and ‘Active’ session with the Cisco telephony solution to provide recording of all calls selected for recording through the Cisco system, without the use of SPAN.

Cisco ‘Active’ recording using DMS, can offer benefits over the call recording using more traditional methods such as network data capture (sniffing) in cases where the handsets to be recorded are off site (remote) or where there is a local breakout within the network architecture. It is also very beneficial where network routing means that a sniffing solution would be complicated, perhaps requiring multiple VLANS to be monitored across multiple locations. It also greatly simplifies recording where internal calls must be recorded, as the DMS means that it is no longer necessary to directly capture the audio streamed between all handsets and copy it back to the recorder.

What Our Customers Are Saying...

“One of the immediate benefits was our ability to monitor that large influx of new associates we have at our season. Being able to give them feedback on their performance quickly and correct areas where they are having trouble has lower our attrition, during that critical period, and saved us money. We highly recommend Virtual Observer for other e-commerce contact centers. The features, cost, and ease of use along with the good customer service provided by CSI makes this system an excellent choice.”