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Multi-tenant call recording solutions for Cisco Hosted Collaboration Solution (HCS) platform

Cisco Hosted Collaboration Solution (HCS)

MiaRec supports recording calls in the Cisco Hosted Collaboration Solution (HCS) environment. The MiaRec multi-tenant architecture allows to host multiple customers on a single platform and significantly save on hardware and maintenance costs. A single MiaRec instance may collect call recording data from multiple CUCM servers simultaneously (i.e. there is not need to deploy a dedicated recorder server for each CUCM instance).

This article describes a deployment of the MiaRec call recording solution at the service provider premises. For on-premise call recording, please, check Cisco Unified Communications Manager Call Recording.

There are a few ways of recording calls in Cisco HCS environment:

  • Built-in-Bridge (media is forked by IP phone)
  • Network-based recording using Cisco CUBE (media is forked by CUBE)
  • SIPREC recording using Cisco CUBE or other vendor SBC (media is forked by SBC)

  • Built-in-bridge recording
  • Network-based recording
  • SIPREC recording

Built-in-bridge recording

Cisco Built-in-bridge call recording in HCS hosted envorinment with MiaRec

How it works

  • CUCM sends call metadata to MiaRec recorder using SIP protocol
  • RTP media is forked by Cisco IP phone using Built-in-bridge capability

Requirements:

  • 3rd-generation or newer phone with Built-in-bridge support

Pros:

  • Supports any call scenario, including internal calls between ip phones
  • Call metadata includes agent's extension (see SIPREC recording for a contrast)

Cons:

  • Bandwidth consumption. Each recorded call generates two additional uploading RTP streams towards the recorder. Actual bandwidth consumption depends on the negotiated audio codec. See Voice Over IP - Per Call Bandwidth Consumption.

Network-based recording

Cisco Network-based call recording in HCS hosted envorinment with MiaRec

How it works

  • CUCM sends call metadata to MiaRec recorder using SIP protocol
  • RTP media is forked by Cisco CUBE rather than IP phone

Requirements:

  • Cisco media gateway (CUBE) supporting network-based recording
  • The recorded calls have to be routed through CUBE

Pros:

  • No bandwidth consumption on customer premises
  • Call metadata includes agent's extension (see SIPREC recording for a contrast)

Cons:

  • Call recording is available only for calls passing through Cisco CUBE, i.e. terminated or originated through a SIP trunk. Internal calls between ip phones are not routed through Cisco CUBE and such calls could not be recorded.

SIPREC recording

Cisco SIPREC recording in HCS hosted envorinment with MiaRec

How it works

  • Call metadata and RTP is forked by Cisco CUBE usign SIPREC protocol

Requirements:

  • Cisco CUBE or other vendor SBC supporting SIPREC recording
  • The recorded calls have to be routed through SBC

Pros:

  • No bandwidth consumption on customer premises
  • Zero load on CUCM. CUCM is not participating in recording process.

Cons:

  • Call recording is available only for calls passing through SBC, i.e. terminated or originated through a SIP trunk. Internal calls between ip phones are not routed through SBC and such calls could not be recorded.
  • Call metadata doesn't include the agent's extension. The recorded call is stored as a call to/from the shared DID instead of agent's extension.
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