Multi-tenant SIPREC call recording solutions for Genband SBC

Service Provider premises

The MiaRec multi-tenant call recording solution may be deployed within the Service Provider's network to provide hosted recording services to enterprise customers.

How it works

The MiaRec solution integrates with Genband SBC using SIPREC interface. The Genband SBC sends the target SIP and media streams towards the MiaRec recording server using SIPREC protocol. Administrators may use SIP recording profiles to define which sessions to record, based on the originating and terminating session characteristics.

The multi-tenant architecture of MiaRec allows to host multiple customers on a single platform. This significantly reduces per-customer costs in comparison to multi-instance architecture (a dedicated VM per each customer).

The end users may access call recording using the web interface. Customer's data is securely isolated from each other.

Benefits for customers

The cost to deploy a premise-based recording system can be high, involving a large capital investment, and is typically out of reach for many small enterprises. The software is managed by Service Provider and provided using Software-as-a-Service (SaaS) model.

• No upfront investments

• Customers pay monthly fee

• No hardware/software to manage on customer side

• Seamless support of distributed multi-site environments and remote workers

Benefits for Service Provider

A hosted call recording service offers a high revenue generating opportunity for the service providers, allowing them to reach into new markets, attract new customers and expand their solutions portfolio.

• Attract new customers and grow customer base
• Grow revenue from call recording service
• Deploy quickly call recording system with low on-going maintenance and administration
• Integrate easily call recording system with rich set of web service APIs
• Help customers to comply with legal requirements to record calls and store call data
• Provide secure access to call recording data via intuitive web-based interface
• Manage easily call recording system via powerful centralized web-based administration interface
• Lower costs with flexible licensing options
• Add advanced contact center functionality, such as Live Monitoring, Agent Evaluation, Screen Recording, etc. for cross-selling and additional revenues

Enterprise premises

The MiaRec call recording solution could be deployed within enterprise network. There are a few reasons to choose on-premise deployment model:

• Regulatory requirements. Due to internal security policies, governmental or regulatory compliance standards, some customers choose or are required to store the recorded data within a local network only. They cannot use a hosted call recording service for compliance reasons. On-premise deployment is the only option for such customers.

• Service provider is not offering a call recordings service yet. The enterprises may use Genband SBCs for connecting to the SIP Trunk or Hosted PBX services of the service provider that do not support call recording services at the moment. In this case, the enterprises may deploy the recording system by themselves within local network.

Benefits for customers

• Full control of recording system and data. Recording server remains in possession of the customer.
• Easier integration between call recording system and customer's applications like CRM, QA etc
• Usually more cost effective for large enterprises

Benefits for Service Provider

• No administration burden for service provider. A recording server is installed and managed by the customer

How it works

The MiaRec recording solution integrates with Genband SBC using SIPREC interface. Such configuration allows to capture all SIP-based communications passing through the SBC.

The following network diagrams describe multiple use cases.

Use case 1. On-premise PBX system connects to SIP Trunk services through Genband SBC

The Enterprises may use the existing on-premise PBX system with SIP Trunk services from Service Providers. The Genband SBC is deployed at the network edge to protect the Enterprise network.

MiaRec software utilizes the SIPREC interface on the Genband SBC to capture call recordings and archive them locally within the Enterprise network.

Use case 2. Enterprise's phones connect to Hosted PBX services through Genband SBC

The Enterprises may subscribe to Hosted PBX services from the Service Provider. The phones are communicating to the Hosted PBX through the Genband SBC.

MiaRec software utilizes the SIPREC interface on the Genband SBC to capture call recordings and archive them locally within the Enterprise network.

Use case 3. The Genband SBC is located within the Service Provider network, but the recording server is located on the customer premises.

The service providers using Genband SBC may choose to stream recording data back to enterprise network to comply with regulatory or internal requirements.

The recording server could be managed by Service Provider's engineers as part of a service bundle, but physically the server and data is located within the enterprise network.

It should be noted, that the configuration displayed in that latest diagram requires additional bandwidth reservation for SIPREC traffic. Normally, the call session consumes in and out bandwidth for RTP streams (one is sent by phone towards Service Provider's SBC and another is sent back towards to enterprise network). When call recording service is activated, the SBC has to send additionally the forked RTP streams back to the enterprise site (two RTP streams per each recorded session). The actual bandwidth usage depends on a number of concurrently recorded sessions and the codec negotiated by parties. For example, 10 concurrently recorded sessions in G.729 codec would require approximately 520 kbps bandwidth. The same amount of concurrent sessions in G.711 codec would require 1.6 Mbps bandwidth.