Cisco Cisco Application Extension Platform for SRE データシート
Data Sheet
© 2008 Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information.
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Branch Recording Application
Cisco Application eXtension Platform
Introduction
The recording of interactions between customers and company employees is becoming a
requirement in many organizations that have multiple sites. Customers need simpler, cost-
effective, and robust deployment of applications on their voice and data networks to allow their
businesses to meet increasing customer service levels and compliance requirements.
Another trend in the industry is to use branch specialists as virtual contact center agents.
Recording often needs to be done where they are based. Standalone recording servers in the
remote branches are expensive to deploy and manage, often meaning that while the business
would like to deploy recording at the branch, it cannot do so because of the overhead of managing
the complexity.
Up to now recording has usually been deployed only for the centralized contact centers. At the
branch level, enterprises have not been able to record calls that come into or break out of the local
branch, and in the instance of WAN failure when the branch operates in Survivable Remote Site
Telephony (SRST) mode, recording fails. There has not been a commercially acceptable solution
to this because of the challenges of deploying standalone servers in the branches. These servers
have to be cabled to the voice network, which has to be specially configured to pass its voice
traffic to the recorder, and this has meant that branch deployment of recording lags behind the
business demand for it.
Cisco and VERINT Witness Actionable Solutions: Powering Branch Recording
To empower the branch, Verint used the Cisco AXP to deliver its remote recording appliance
(RRA) and in doing so provides a leap forward in the ability for multisite enterprises to deploy
recording ubiquitously. This puts the call recording onboard the Cisco ISR. It has the ability to
record under CTI control.
How It Works
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The solution utilizes Cisco AXP blade in the ISR as an appliance-type platform for remote
capture.
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The RRA will pass in non-real-time recorded calls to a central host for subsequent storage
and call database updates.
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Calls are stored temporarily on appliance prior to uploading to the host.
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The central host server will support multiple RRAs and act as a recording engine in its own
right.
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The RRA supports Skinny Client Control Protocol and Session Initiation Protocol detection
and can be controlled using a centralized computer telephony integration (CTI) rules engine
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Calls captured using single Switched Port Analyzer (SPAN) port connected to the appliance