Cisco Call Recording and Screen Recording - PhoneUP Record

The "Record" module of the PhoneUP bundle is a robust call recording solution for Cisco UC environment. The list of Aurus clients who have already deployed the call recording solution includes contact centers that record up to 15,000 calls per day and companies with several thousand IP phones set up for recording.

Secured Records Archive

The web interface of records archive allows you to quickly find a required record not only by call date or employee name, but even by client name.

After finding a specific record you can:

  • playback and download it;
  • play it on your IP phone;
  • play it during a current phone call enabling other participants to hear it.

Recorded CUCM Calls

Screen recording

Screen recording for Cisco UCCX/UCCE

When using the 'Record' module in the contact center you can record an agent's screen in addition to the call.

The module captures the agent's screen from the beginning of the call until the end of the wrap-up time. This gives you the complete understanding of the agent's skills and performance.

The screen recording feature is licensed separately.

Integration with UCCX

When the "Record" module is used in UCCX-based Contact Center, the archive will contain the name and ID of the contact center agent.

Also, the additional information about inquiries to the Contact Center (queue identifier, etc.) will be available.

Integration with Cisco MediaSense

When integrated with Cisco MediaSense the "Record" module provides convenient archive or recordings, access rights management and flexible recording rules.

Read more about integration with Cisco MediaSense


Audio Notification about Recording

The module supports optional audio notification about the call being recorded. When configured, both parties hear the alert "This call is being recorded" at the beginning of a conversation.

Distributed Deployment

Call recording software - deistributed deployment

The call recording solution is scalable and can be deployed by enterprises with geographically distributed offices.

Calls at each site will be recorded locally without loading communication channels between company divisions.

Read more about deployment scenarios

Recording approaches

The module supports several call recording approaches:

  • BiB (Build-in Bridge) - for IP phones with conference bridge embedded, including Cisco Jabber;
  • SPAN/RSPAN - to record any SIP-endpoint registered to Cisco UCM;
  • CUBE - to capture audio streams forked by Cisco Unified Border Element;
  • MediaSense - to integrate with Cisco MediaSense.

Even more than you expect...

  • Several recording modes

    Choose between the "total recording" or "recording on-demand" (the employee decides for himself if the call should be recorded). Use the "forbid recording" option to protect top manager calls from being recorded even when he speaks with an employee whose phone is configured for total recording.

  • Various approaches to capture the calls

    "PhoneUP Active Recorder" component captures the audio forked by Cisco IP phone built-in bridge or Cisco Unified Border Element (CUBE). Use the "PhoneUP Passive Recorder" to record the calls with SPAN/RSPAN approach.

  • Access rights management

    Grant the access to recorded calls to different users and groups.

  • Screen recording

    The screen recording feature captures the agent's screen from the beginning of the call until the end of the wrap-up time.

  • Integration with Cisco UCCX

    Get the agent name, queue and other UCCX-specific meta-data in the list of recorded calls.

  • Integration with Cisco MediaSense

    When integrated with Cisco MediaSense the "Record" module provides convenient archive or recordings, access rights management and flexible recording rules.

  • Integration with CRM

    Access the list of calls with a client right from the CRM interface. Get the client name in the list of recorded conversations.

  • Pause and resume features

    Pause the recording and resume it manually during the call.

  • Media lifecycle managemenet

    Define the lifespan of recorded calls to get them automatically saved and indexed on an external drive / NAS.

  • Extension Mobility support

    When using the Extension Mobility feature all users' calls will be recorded regardless of what IP phone is used.

  • Support of various codecs and formats

    Supported codecs are G.711 a/mu-law, G.722, G.729 a/b. Calls are stored in OGG, MP3, WAV.

  • Distributed deployment option

    Geographicall distributed companies can deploy separate Recorders per each site managed by a central PhoneUP server. This significantly reduces network workload.

  • Playback the recorded conversation into the current phone call

    When talking to somebody on phone you can find the recorded conversation and play it back right into the phone call for all participants to hear.

  • "Dictaphone" function

    You can use the IP phone as a voice recorded in a meeting room. The Call Recording module uses the external mic of the IP phone to record a meeting.

  • Notifying the calling parties that the conversation is being recorded

    The module can be set up to play an audio notification (eg "Attention, this call is being recorded") to both parties at the beginning of a conversation.