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.

Main features:

  • Choosing call directions to record phone calls

    Call directions to be recorded are managed via module settings. By default all incoming and outgoing calls are recorded, but a user can set the rules allowing the recording of only internal or external calls, etc.

  • Support of several modes of call recording

    For different user groups you can configure the recording of all calls, or recording on demand only (during phone calls an employee decides for himself if that call should be recorded or not, and, whenever necessary, initiates call recording by clicking one button on his Cisco IP phone). Also, the “Forbid Recording” option is offered to privileged users, allowing them to forbid recording a call even if it was made from an IP phone set up for total recording. This way only the top manager himself can decide whether his call should be recorded or not.

  • 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

    While using the "Record" module in a Contact Center, information about the Contact Center agent is retrieved from UCCX and stored in a calls archive.

  • Extension Mobility support

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

  • Various options of call recording

    Calls made by different user groups can be recorded by a port mirroring method (SPAN) as well as by Cisco Built-In-Bridge, supported by most of Cisco IP phones. Companies who deployed the Cisco Mediasense solution can use "Record" as enhanced user interface.

  • 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

    Enterprises with geographically dispersed divisions can deploy separate "recorders" per each site managed by a central PhoneUP server. This significantly reduces network workload.

  • Listening call records on Cisco IP phone and call records playback during current phone conversation

    You can listen to a call record on a Cisco IP phone or play it back into the current phone call so all participants of the current conversation will be able to hear the record.

  • Secured records archive

    The access to a records archive is managed by a flexible access control engine. The search and filtration mechanism enables a user to find the record of a specific call easily. The records with expired lifespan are deleted automatically.

  • "Dictaphone" function

    You can use the IP phone in a meeting room as a dictaphone. The "Record" module uses the external mic of the IP phone to record meetings.

  • Notifying calling parties that their conversation is being recorded

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