Cisco Collaboration and Contact Center Solutions - Messages for August 2018 year

Aurus Blog

This blog is to share our expertise in Cisco UCM, UCCX/UCCE and Cisco Meeting Server

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How to Record CUCM (CallManager) Calls

CUCM call recording is one of the most popular topics in the world of Cisco Unified Communications. For companies that deployed Cisco Unified Communications Manager there are several approaches to phone call recording offered by a dozen of Cisco Solution Partners.

Which one to choose and why? Let’s consider briefly.

Call Recording Methods

  • SPAN-based recording (“passive recording”) – is one of the oldest methods of CUCM voice recording. This type of recording software connects to the SPAN (Switched Port Analyzer) port to monitor all network (or VLAN only) traffic and pick out the VoIP packets to store them as audio files.
  • Built-in Bridge recording (“BIB recording”) – is the approach that uses the conference bridge embedded in almost each Cisco IP phone (and Cisco Jabber for Windows as well). With the proper CUCM configuration a Cisco IP phone forks the phone call audio streams to the CUCM recording software that mixes these streams and saves to the audio file.

In the beginning of 2011 Cisco introduced its own recording platform Cisco MediaSense. This solution records audio streams forked by Cisco IP Phones (BIB-recording) or (this is important!) Cisco ISR routers.

Why is it important? Along with Cisco MediaSense Cisco released the new IOS ( Cisco ISR router firmware) that supports the media forking capability. Supplied with this feature, the Cisco gateway can fork the media of conversations to the recording server.

Which leads us to the 3rd method:

  • CUBE recording – the same as BIB-recording, but the media is forked by Cisco CUBE (the software that runs on Cisco ISR router). If Cisco MediaSense can receive and store forked audio streams, why 3rd party recorders cannot?

So, what method to use and which solution to choose for Cisco CallManager recording?

Choosing the Call Recording Approach

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Use BIB recording for all endpoints with built-In bridge on board. Without doubts this is the most reliable approach which also provides the more detailed info about a call.

Use CUBE recording for recording the other media (3rd party SIP devices, analogue phones connected with the voice gateway, CTI-ports, etc.) if your Cisco router supports media forking.

Use SPAN in all other cases, for example – when you don’t have a forking CUBE or you need to record internal calls of endpoints without BIB (the voice traffic is not going through the Cisco gateway).

Choosing the Recording Server

If you have to use the SPAN-recording method you are forced to choose a CUCM recording 3rd party solution.

If IP phone built-in bridges and CUBE can fork everything you need to record, then Cisco MediaSense looks like quite a tempting choice. But from the users’ perspective it only provides a very simple “Search and Play” web-interface - a password-protected web page with call recordings list and basic search capabilities. It is enough for small installations, but most of deployments need a 3rd party call recording solution that integrates with Cisco MediaSense and provides the more convenient user interface with additional features like access rights management, advanced search capabilities and so on.

Some of call recording software vendors added the Cisco MediaSense connector to their solutions. This allows using a 3rd party call recording app to manage Cisco MediaSense recordings and provide users with the rich-featured interface.

CUCM 12: What’s New?

Recently Cisco has released the 12th version of Cisco Unified Communications Manager. In this article, we’ll tell you about 5 main features included in the 12th release.

Mixed (Hybrid) Installation Support

It’s 2018, and cloud solutions are getting more and more integrated into business, becoming a part of infrastructure race. Cisco keeps up, with its unified communication solutions being based on a cloud platform named Cisco Hosted Collaboration Solution (HCS).

It’s important to notice that the 12th CUCM release supports mixed architecture, so a CUCM instance deployed on a company’s own servers and a CUCM instance in a cloud can communicate with each other without any complications.

This architecture helps to perform internal calls in the corporate environment where the CUCM instance is deployed.

Unsupported phones

Planning to upgrade to CUCM 12? Note that the following phones won’t be supported since 12.0:

  • 7905
  • 7970G
  • 7921G
  • 7935
  • 7902
  • 7910
  • 30 VIP
  • 12 SP+
  • 7912
  • 7920
  • 7971G-GE
  • 7910SW

New Licensing Technologies

CUCM 12 doesn’t support the traditional Product-Activation Key (PAK) licensing technology. Instead, Cisco runs Smart Software Licensing, with licenses being associated with a Cisco account, not with a specific device.

IPV6 Support

The 12th version makes it possible to have IPv6-only PBX installation.

TLS Version Definition

What TLS should be used? Which version is safer? This topic tends to be arguable. Cisco engineers decided to end this holy war. With CUCM 12, you can choose which TLS version to use for selected UC devices to communicate: TLS 1.0, 1.1 or 1.2.

SCCP (Skinny Client Control Protocol)

Today we’ll tell you about Cisco Systems’ proprietary protocol named SCCP – Skinny Client Control Protocol. It was created for corporate phone networks based on Cisco products, such as:

  • IP Phone series 7900
  • Cisco IP Communicator softphones
  • Cisco Unified Communications Manager
  • Cisco Unity

Notice that there’s another protocol with the same abbreviation: Signaling Connection and Control Protocol (SCCP). However, this protocol belongs to Signaling System №7 (CCSS7), while SCCP (Skinny Client Control Protocol) works in TCP/IP stack.

In VoIP, SCCP occupies the same place as SIP, H.323 and MGCP and performs the same functions. However, unlike all the listed protocols, SCCP has much easier syntax and requires less processing power.

Like most VoIP protocols, SCCP was designed for exchange of signaling messages between client and server during call establishment and call termination.

SCCP doesn’t take part in audio data transfer, there’s another protocol for this purpose: RTP (Real-Time Transport Protocol). It’s also important to note that SCCP doesn’t use RTCP (Real-Time Transport Control Protocol) that transfers diagnostic information about the current connection. SCCP has its own mechanism for this purpose.

As mentioned above, SCCP has very simple syntax. You can easily define the exact status of the current connection by any message header. This makes SCCP very convenient for trouble shooting. The well-known TCP (Transmission Control Protocol) port 2000 is used for SCCP messages transmission.

A connection via SCCP can’t be discussed without a server (usually CUCM). SCCP has a great number of messages to be sent to server for every single reason in order to get a guide to action. It looks like this:

  • IP Phone: StationInit: Someone picked up the receiver
  • Server: StationD: Turn on the buzzer
  • Server: StationD: Show “Enter the phone number” message on the screen
  • IP Phone: StationInit: Beginning to call the subscriber, the first digit of the number is “4”
  • IP Phone: StationInit: The second digit is “7”

Each event is being registered until the server receives a message saying the receiver has been hung up.

Notice that SCCP messages are being sent to client and server both, so there are identifiers that define the message source: StationInit if client is the source; StationIniD if server is the source. So, any call performed inside a corporate network can be traced in detail.

Here’s an example of some SCCP messages:

  • 0x0000 - Keep Alive Message – a message sent from server to client immediately after the registration
  • 0x0001 - Station Register Message – a request for registration on server
  • 0x0002 - Station IP Port Message – UDP port number for an RTP session (sent by a client)
  • 0x0006 - Station Off Hook Message – a phone picked up (sent by a client)
  • 0x0099 - Station Display Text Message – shows “Enter the number” message on the screen
  • 0x0082 - Station Start Tone Message – turns the buzzer on
  • 0x27 - Station Soft Key Event Message (new call/end call) – if it's the start of a call, this message contains the first digit of the subscriber’s number. It can also contain middle digits and a request to drop the connection (call end)
  • 0x107 - Station Connection Statistics Request Message – a request for diagnostic information (delays, media packet loss, jitter buffer, accepted and sent packets, etc.) sent by a client. This mechanism makes up for the RTCP absence

You can see that each MessageID describes the corresponding event, so reading SCCP traces is usually a straightforward process.

It’s also important to note that some voice solutions developing companies, such as Digium, SocketIP and Symbol Technologies, have added SCCP support in their products.