Friday, April 04, 2014

Cisco CUCM BIB / Built In Bridge and WFO QM / Quality Manager recording administration

Note: This document describes high level components and techniques to configure Built In Bridge recording where those techniques are different that those used by desktop recording.  This document is not intended to replace or override official Cisco documentation, or a working knowledge of the information provided.  

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:
http://portal.calabrio.com/tiki/CRQM%20eLearning

CUCM server 

CUCM configuration 

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


Device Configuration

To configure the phone device for BIB recording:


  1. Set Built In Bridge to On
  2. Set Span to PC Port to Disabled
  3. Add the device to the Controlled Devices of the RMCMUser application user.

BIB on

Span to PC disabled

RMCMUser control

DN Configuration

To configure the DN for recording, assign the appropriate recording profile and options to every DN to be recorded:


  1. Set Recording Option to Automatic Call Recording Enabled
  2. Set Recording Profile to QualtiyManagerBIB
  3. Set Monitoring Calling Search Space to a CSS that has access to the DNs that may be monitored. 

Sample DN recording configuration



Calabrio Server

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.  
  1. The line must be unique / not be shared on multiple devices.
  2. The line must have the Monitoring Calling Search Space defined.
  3. The device where the line is configured must be controlled by the RMCM user.
Since the line where monitoring will take place needs to be controlled by CUCM (Monitoring Calling Search Space) as well as the device (RMCM user association), entering a PSTN number is unacceptable.

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.



1 comment:

  1. Anonymous4:00 PM

    Finally!

    Been looking all over for a document like this. Thank you so much!!

    ReplyDelete