Cisco Cisco MediaSense Release 8.5(3) Datenbogen

 

 

© 2013 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. 

Page 1 of 5 

Data Sheet 

Cisco MediaSense Release 10.0 

Product Overview 

Cisco

®

 MediaSense is an open-standards, network-based platform that supports recording, playback, live 

streaming, and storage of media - including audio and video - with rich recording metadata. It provides an efficient, 

cost-effective platform for capturing business conversations, including customer service interactions. 

Business Value 

Businesses and organizations need to record calls for a variety of reasons, including regulatory compliance, quality 

management, legal discovery, employee education, business intelligence, and customer service optimization. 

Unfortunately, traditional recording solutions can make recording difficult and expensive to implement. Cisco 

MediaSense solves these challenges by recording audio and video on the network, simplifying the architecture, 

lowering costs, and providing optimum scalability across a variety of scenarios such as selective recording, call 

transfers, site-based recording, and multiparty conferences. MediaSense offers built-in search and play of 

recordings, and you can easily use it in customer service interactions through its integration with the Cisco 

Finesse

®

 Agent Desktop. 

In addition to recording and playback, Cisco MediaSense provides media streaming on the network, supporting 

Video on Hold (VoH) with Cisco Unified Communications Manager (UCM), Video in Queue (ViQ) with Cisco 

Remote Expert, video greeting with Cisco Unity

®

 Connection, and live monitoring of customer service calls. 

The network-based architecture of MediaSense allows for quick availability of the captured media for different 

applications-regardless of location - through simple application programming interfaces (APIs). These interfaces 

implement open web standards, enabling a rich ecosystem of applications from Cisco technology partners, 

including quality management (QM) and advanced quality management (AQM) solutions. 

With Cisco MediaSense, gaining value from business conversations is no longer a daunting challenge. 

Table 1 lists the new features and benefits available in the latest release of Cisco MediaSense. 

New Features and Benefits of Cisco MediaSense 10.0 

●  Cisco Unified Contact Center Express (UCCX) agents and supervisors can make recordings with MediaSense 

through the UCCX workflow editor (for selective call recording) or Cisco UCM (for 100-percent call recording). 
Search and play of recordings is through the MediaSense Search and Play application, a gadget on the Cisco 
Finesse Agent Desktop. 

●  Cisco MediaSense supports streaming video when a call is put on hold by Cisco UCM. 

●  Cisco Unity Connection users with video endpoints can use MediaSense to record a video greeting to callers 

for play when they’re not available. 

●  Enhancements to the built-in search-and-play functions of Cisco MediaSense include: 

◦ 

Search enhancements including compound searches and search by tag 

◦ 

Native Cisco Finesse desktop search gadget, which includes search by agent ID 

◦ 

Enhanced media player 

◦ 

Support for Advanced Audio Codec (AAC) playback 

◦ 

Ability to save media files as .wav or MP4