Cisco Cisco MediaSense Release 9.1(1) Guia Do Desenho

1.  
2.  
3.  
4.  

recording sessions. A Symmetric Web Services (SWS) eventing capability is also provided, which allows server-based clients to be notified
when recordings start and stop, when disk space usage exceeds thresholds, and when meta-information about individual recording sessions
is updated. Clients may use these events to keep track of system activities and to trigger their own actions.

Taken together, these Cisco MediaSense capabilities target four basic use cases:

Recording of conversations for regulatory compliance purposes ("compliance recording")
Capturing or forwarding media for transcription and speech analytics purposes
Capturing of individual recordings for podcasting and blogging purposes ("video blogging")
Playing back previously uploaded videos for ViQ, VoD or VoH purposes

Compliance recording may be required in any enterprise, but is of particular value in contact centers where all conversations conducted on
designated agent phones, or all calls from customers must be captured and retained, and where supervisors need an easy way to find,
monitor and play conversations for auditing, training, or dispute resolution purposes. Speech analytics engines are also particularly well served
by the fact that Cisco MediaSense maintains the two sides of a conversation as separate tracks and provides access to each track
individually, greatly simplifying the analytics engine's need to identify who is saying what.

This section provides design-level details on compliance recording, direct inbound/outbound recording, and monitoring using Cisco
MediaSense.

In 

, calls are statically configured to be recorded.  For IP phone recording, all calls which are received by or initiated by

designated phones are recorded. Individual lines on individual phones are enabled for recording by configuring them with an appropriate
Recording Profile in Unified Communications Manager. For CUBE recording, all calls passing through the CUBE which match particular dial
peers (typically selected by dialed number pattern) are recorded.  Cisco MediaSense does not itself control which calls are recorded (except to
the limited extent described under Incoming Call Handling Rules). Compliance recording is distinguished from 

, in which the

recording server would have the ability to determine which calls it will record, or even to select a new or existing call and initiate recording on
it. Cisco MediaSense itself does not support selective recording, but the same effect can be had by deploying Cisco MediaSense in
combination with certain partner applications.

Recording is accomplished by "media forking" – the phone or CUBE in effect sends a copy of the incoming and outgoing media streams to the
Cisco MediaSense recording server. When a call originates or terminates at a recording-enabled phone, Unified CM sends a pair of SIP
Invites to both the phone and the recording server. The recording server then prepares to receive a pair of Real-Time Transport Protocol
(RTP) streams from the phone.  Similarly, when a call passes through a recording-enabled CUBE, the CUBE device sends a SIP Invite to the
recording server.  The recording server then prepares to receive a pair of RTP streams from the CUBE.

This procedure has several implications:

Each recording session consists of two media streams: one for media which flows in each direction. These two streams are captured
separately on the recorder, though both streams (or "tracks") are guaranteed to end up on the same Cisco MediaSense recording
server. (Further implications of this dual track architecture are discussed below.)
Most, but not all Cisco IP phones support media forking (a list is provided below). Those which do not support media forking cannot
be used for phone-based recording.
Though the phones can fork copies of media, they cannot transcode. This means that whatever codec is negotiated by the phone
during its initial call setup will be the codec used in recording. Cisco MediaSense supports a limited set of codecs; if the phone
negotiates a codec which is not supported by Cisco MediaSense, the call will not be recorded.  The same is true for CUBE
recordings.
The recording streams are set up only 

 the phone's primary conversation is fully established, and could take some time to

complete. There is therefore a possibility of clipping at the beginning of each call. Clipping is typically limited to less than two seconds
however, but it can be affected by overall CUBE, Unified CM, and Cisco MediaSense load, as well as by network performance
characteristics along the signaling link between CUBE or Unified CM and Cisco MediaSense. Cisco MediaSense carefully monitors
this latency and raises alarms if it exceeds certain thresholds.

As mentioned above, Cisco MediaSense does not itself initiate compliance recording; it only receives SIP Invites from Unified CM or CUBE,
and is not involved in deciding which calls should or should not be recorded. The IP phone configuration and/or the CUBE dial peer
configuration determines based only on its own configuration whether media should be recorded.  This gives rise to the possibility that some
calls may be multiply recorded, with neither CUBE, Unified CM nor Cisco MediaSense being aware of that fact while it is happening. Such
would be the case if, for example, all contact center agent IP phones are configured for recording, and one agent calls another agent. It might
also happen if a call passes through a CUBE which is configured for recording, and lands at a phone which is also configured for recording. 
The CUBE itself could actually end up creating two recordings of its own (we'll discuss this later).  That said, Cisco MediaSense stores enough
metadata that a client can invoke a query to locate duplicate calls, and selectively delete one copy if so desired.

Also, note that only audio streams can be forked by Cisco IP phones and CUBE at this time. Compliance recording of video media is not
supported; it is only available for the blogging modes of recording.  CUBE is also capable of forking the audio streams of a video call, and
Cisco MediaSense can record those.  However, video-enabled Cisco IP phones do not offer this capability.

Finally, Cisco MediaSense can record calls up to eight hours in duration.