Softkey integration with Cisco 7900, 7800 and 8800 series phones

Overview

MiaRec integrates with Cisco phone services to provide the following features:

  • On-demand recording Agents may use their Cisco phones to switch on/off recording for the current call.

  • Pause/resume recording Agents may use their Cisco phones to pause recording for short period of time. For example, when processing credit card transactions over the phone, an agent may pause recording before a customer says critical credit card information. Such features allows to comply with PCI requirements.

Control MiaRec recording from Cisco softphone

MiaRec phone services on Cisco phone

Control MiaRec recording from Cisco hardware phone

Requirements:

  • Cisco phone with XML phone services support

Create MiaRec IP Phone Service

Open Cisco Unified Communications Manager administration web portal.

  1. Select the Device - Device Settings - Phone Services menu item.

  2. Click on Add New

  3. Type in the Service Name: MiaRec (you may use different name here)

  4. Type in the Service Description: MiaRec Phone Service

  5. Type in the Service URL:

    http://0.0.0.0/cisco_phone_service/active_call?name=#DEVICENAME#
    

    Replace 0.0.0.0 with your MiaRec server ip-address. This URL should point to MiaRec web portal. If the web portal is running on port different from the default 80, then include port into URL, like http://1.2.3.4:8080/cisco_phone_service.... It is recommended to use direct ip-address instead of domain name because name resolution may not work from within Cisco IP phone.

    Alternatively, you can use the following URLs, which allow to control recording in one-click:

    URL Description
    http://0.0.0.0/cisco_phone_service/call/active_call/ondemand/keep?name=#DEVICENAME# Enable recording in one-click
    http://0.0.0.0/cisco_phone_service/call/active_call/ondemand/discard?name=#DEVICENAME# Disable recording in one-click
    http://0.0.0.0/cisco_phone_service/call/active_call/muting/mute?name=#DEVICENAME# Pause recording in one-click
    http://0.0.0.0/cisco_phone_service/call/active_call/muting/unmute?name=#DEVICENAME# Resume recording in one-click
  6. Check Enable option.

  7. Save it.

See below screenshot for details.

Create MiaRec IP Phone Service

Subscribe each phone to MiaRec phone service

Open Cisco Unified Communications Manager administration web portal.

  1. Select the Device - Phone menu item.

  2. Select the desired phone/device.

  3. Select Subscribe/Unsubscribe Services from the "Related links" dropdown list.

    Subscribe Cisco IP phone to MiaRec phone service

  4. In the new pop up window select MiaRec from the list box.

  5. Click the Next button.

    Subscribe Cisco IP phone to MiaRec phone service

  6. Click the Subscribe button.

    Subscribe Cisco IP phone to MiaRec phone service

  7. Verify that the phone subscribed to MiaRec phone service successfully and click the Save button. Then close this pop up window.

    Subscribe Cisco IP phone to MiaRec phone service

Now, after you save phone configuration and restart the phone, the MiaRec phone services should be available upon clicking the Services button on the phone.

[Optional] Use phone's line button for quick access to MiaRec phone services.

  1. Click the Modify Button Items in the Phone Configuration window

    Subscribe Cisco IP phone to MiaRec phone service

  2. Select the Add a new SURL from the list Unassigned Associated Items and click < button.

    Subscribe Cisco IP phone to MiaRec phone service

  3. If you receive the error Must Remove An Item From Associated List Before This Operation is Allowed., then select one of unnecessary items in the list Associated Items and click V button.

    Subscribe Cisco IP phone to MiaRec phone service

    Subscribe Cisco IP phone to MiaRec phone service

  4. Select the Add a new SURL in the list Associated Items and click button ^ as many times as necessary to move it to the correct position. For example, if the phone has only 4 line buttons, then position should be from 1 to 4, otherwise the button will not be visible.

    Subscribe Cisco IP phone to MiaRec phone service

  5. Click the Save button and close this pop up window.

  6. Click the newly created Add a new SURL link.

    Subscribe Cisco IP phone to MiaRec phone service

  7. Select MiaRec from the list box and click Save button two times.

    Subscribe Cisco IP phone to MiaRec phone service

  8. Verify that MiaRec is shown on the line button. Save the phone configuration and click Apply Config (depending on phone firmware it may be necessary to restart the phone to apply changes).

    Subscribe Cisco IP phone to MiaRec phone service