Cisco Active Call Recording

For Cisco environments – no hardware allowed.

An active recording method with concurrent recording options.

Cisco Systems, Inc., verifies that Virtual Observer 5, a product from Coordinated Systems, Inc., a member of the Cisco Solution Partner Program, has achieved the latest certification and tested compatible with the following Cisco product:

Cisco Unified Communications Manager – 11.5

The Cisco Compatible logo signifies that product named above has undergone and passed inter-operability testing as part of the Cisco Independent Verification Testing program.

The Virtual Observer recording engine also 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

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...

A healthcare facility in the mideast US installed Virtual Observer a few years back as part of a call recording and quality assurance initiative:
“We monitor all incoming and outgoing calls for 40 agents. By recording all calls and auditing data and productivity reports for each team, individual registrar and nurse managers can determine how to reduce hold times, transfer fewer calls and provide more callers with what they need with just one call. This tool also improves management’s ability to train and coach staff to enhance the customer experience. The call center uses internally designed evaluation templates to measure quality, accuracy and completeness of contact with families.”