More information related to Cisco CUCM can be found here:http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/admin/6_0_1/ccmfeat/cmfsgd601/fsmr.html#wp1054230
More information related to Cisco QM can be found here:
A SIP trunk on CUCM is used by phones to signal / connect to the QM recording server.
The trunk at this site is named QualityManagerRecordingTrunk1 and points to the Quality Manager recording server at 10.182.1.9
When recording is appropriate, a route pattern is dialed by the phone to reach the trunk.
The route pattern at this site is 4221. where Discard Digits is PreDot.
A Recording Profile points to the appropriate route pattern.
The Recording Profile at this site is named QualityManagerBIB and the destination address is 4221
To configure the phone device for BIB recording:
- Set Built In Bridge to On
- Set Span to PC Port to Disabled
- Add the device to the Controlled Devices of the RMCMUser application user.
Span to PC disabled
To configure the DN for recording, assign the appropriate recording profile and options to every DN to be recorded:
- Set Recording Option to Automatic Call Recording Enabled
- Set Recording Profile to QualtiyManagerBIB
- Set Monitoring Calling Search Space to a CSS that has access to the DNs that may be monitored.
Sample DN recording configuration
Enable devices for recording.
From VoIP Devices menu, choose Enable Devices for Recording. You need to enable both physical devices, as well as Extension Mobility profiles.
Enabling a device:
Enabling an Extension Mobility profile
Assigning Server / Type
Assign a Recording Server and Recording Type to physical devices to be recorded. You do not need to assign these settings to the Extension Mobility devices.
Choose your recording server IP as the record server and Network Recording as the type.
The recording server in this example is at 10.182.1.9. The Built In Bridge recording method referenced in CUCM documentation equates to Network Recording in Calabrio documentation.
Assign record server:
Assign record type:
Agent / Device association
Where an ACD agent is always associated with a physical device, find the device and select the associated agent from the agent column drop down.
Agent / EM association
Where ACD agents are only identified by EM profiles and not physical devices, assign the agent to the EM profile, then leave device to "user login required ".
EM and Agent association
User Login Required
Non ACD Agent recording note
When a line to be recorded is NOT associated with an ACD agent, you need to create a Knowledge Worker.
In User Administration, create a user.
License the user.
Then follow the Enable device for recording and Agent / Device association steps as usual (see steps above).
Note: because an Agent or Knowledge worker cannot be associated with multiple physical devices, if you are attempting to record a shared line, a separate user needs to be created and associated with each device where the shared line is configured.
Monitoring calls note
The line to be called when a supervisor selects a call to be monitored can be configured in the QM web GUI.
- The line must be unique / not be shared on multiple devices.
- The line must have the Monitoring Calling Search Space defined.
- The device where the line is configured must be controlled by the RMCM user.
Users wishing to monitor calls remotely can use IP Communicator or a similar device, configured in the same fashion, to have calls monitored directed off premise.