recording for customer care - …d2zmdbbm9feqrf.cloudfront.net/2016/usa/pdf/brkcct-2130.pdf ·...
TRANSCRIPT
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Recording for Customer Care
Anil Verma, Senior Product Manager
BRKCCT-2130
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• Why Record in Customer Care?
• Recording Techniques in a Cisco Environment
• Advanced Applications Built on Recordings
• Video Customer Care Recording
• Record Mobile Customers and Mobile Agents
• Questions and Answers
Agenda
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Why Record in Customer Care?Recording Techniques in a Cisco Environment Advanced Applications Built on RecordingsVideo Customer Care RecordingRecord Mobile Customers and Mobile Agents
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© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Public
Why
Record
?
Analytics
Government
Regulation
Business
Regulation
Security
Training
Customer
Journey
Quality
Monitoring
Liability
Mitigation
BRKCCT-2130 5
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Why Record in Customer Care?
Recording Techniques in a Cisco Environment Advanced Applications Built on RecordingsVideo Customer Care RecordingRecord Mobile Customers and Mobile Agents
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© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Public
Recording Techniques in a Cisco Solution
SPAN (Packet Sniffing)
Cisco Unified Border Element
Dial Peer Forking
Cisco Unified Communications Manager
Network Based Recording
Phone Built In Bridge
Error Prone, Scale Issues
SIP, Ingress/Egress, Branch
Record whole Journey
SRTP, Automatic or Selective
Silent Monitor
Centralize Policy, Extn Mobility
On and Off Network
BRKCCT-2130 7
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© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Public
Media Capture via SPAN (packet ‘sniffing’)Completely passive – no active recording control
All packet traffic:
signaling, media,
passwords, data, HTTP,
images, etc.
SIP
Ingress TDM
Trunk
CUCM
RTP
• All packets on the network must be
captured by the recording system
• Isolates relevant media and metadata by
from sifting through all packet traffic
• Susceptible to errors
• Doesn’t scale well
• Insecure
Recorder
BRKCCT-2130 8
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© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Public
Media Capture via CUBE Media ForkingRecording invoked via IOS Dial-peer
SIP
SIP
Ingress SIP
Trunk
CUCM
RTPRTP
• Recording session invoked by IOS dial-peer
• Record on Inbound or Outbound Peer
• Active duplication of all media streams at
CUBE
• SIP signaling controls recording sessions
• Call metadata sent via SIP header
• Recorder captures media and metadata
Recorder
NOTE: When used with UCCE, additional
metadata coordination may be required to
enable search-by-Agent (and other
information) via Finesse, CTI Server, UCM
CDR, or other mechanism
RTP
SIP
BRKCCT-2130 9
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Media Capture via Phone Built-in-Bridge ForkingCUCM control of recording, media forking in the phone
RTP
SIP
RTP
• Recording session invoked by CUCM
• Active duplication of all media streams at phone/BiB
• SIP signaling controls recording sessions
• Call metadata sent via SIP header
• Recorder captures media and metadata
CUCM
Recorder
SIP
BRKCCT-2130 10
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Media Capture via GW/CUBE Media ForkingCUCM control of recording, media forking in the gateway
RTP
SIP
SIP
Ingress SIP
Trunk
CUCM
RTPRTP
• Recording session invoked by CUCM
• Active duplication of all media streams at CUBE
or TDM gateway
• SIP signaling controls recording sessions
• Call metadata sent via SIP header
• Recorder captures media and metadata
CUBE or
TDM Gateway
Recorder
BRKCCT-2130 11
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Support for NBR-GW with CVP
• NBR two gateway configuration
• CVP 10.5 ES7
• UCM 10.5(2)
• IOS 15.3(3)M3 / IOS XE 3.10S and beyond.
• NBR single gateway configuration with CVP Survivability TCL script
• CVP 11.0
• UCM 11.0
• IOS 15.6(1)T1 / IOS XE 3.17S and beyond
BRKCCT-2130 12
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Typical Call Scenarios and Recording Method
Call Type Call Flow
UCCX / Non-CC
Recording Method
UCCE
Recording MethodInbound To Agent Built-in Bridge (NBR)
Gateway (NBR)
CUBE (Dial-Peer Forking)
Built-in Bridge (NBR)
CUBE (Dial-Peer Forking)
Outbound From Agent Built-in Bridge (NBR)
Gateway (NBR)
CUBE (Dial-Peer Forking)
Built-in Bridge (NBR)
Gateway (NBR)
Consult Office to Office Built-in Bridge (NBR) Built-in Bridge (NBR)
BRKCCT-2130 13
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Why Record in Customer Care?Recording Techniques in a Cisco Environment
Advanced Applications Built on RecordingsVideo Customer Care RecordingRecord Mobile Customers and Mobile Agents
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Applications On Recording
Cisco Customer CareCisco UCM, Cisco UCCE, Cisco UCCX
Media Capture & Storage
Advanced Applications
Advanced Searches, Screen Recording, Advanced Archiving
Agent Grading/Coaching/Training, Quality Management
Speech Analytics, Interaction Analytics, Performance Management
BRKCCT-2130 15
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© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Public
Calabrio Solutions Plus Update
Calabrio Solutions Plus Refresh in the Coming Year
• Calabrio Logger and Analytics will be added.
Available Applications:
Recording Advanced Quality Management
Workforce Management
Analytics (Speech , Desktop , Text)
BRKCCT-2130 16
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© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Public
NICE Solutions Plus Update
NICE Solutions Plus Refresh in the Coming Year
• The NICE AIR and Engage platforms to be added.
Available Applications:
Recording Interaction Management (AIR)
Quality Management & Optimization Real Time Solutions
Interaction and Transaction Analytics
Workforce Management Performance Management
Handle Time Optimization
BRKCCT-2130 17
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© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Public
Verint Solution Plus
Latest Addition to the Cisco Customer Care S+ Portfolio
Verint Software version 15.1
Software and 1 year of Service bundled together
Available Applications:
Recording Quality Management Workforce Management
Performance Management Desktop and Process Analytics
Speech Analytics
BRKCCT-2130 18
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Why Record in Customer Care?Recording Techniques in a Cisco Environment Advanced Applications Built on Recordings
Video Customer Care RecordingRecord Mobile Customers and Mobile Agents
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Recording Video in a Customer Care
SPAN (Packet Sniffing)
Cisco Unified Border Element (CUBE)
Dial Peer Forking
Record Off the Wire
SIP, Ingress/Egress
Record whole Journey
BRKCCT-2130 20
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© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Public
Using Cisco MediaSense to enable Video
• Video Streaming
• Video on Hold and
• Video in Queue for UCCE and UCCX
• Video Messaging
• Video Auto Attendant and
• Video Messaging with Unity Connection
• Video Recording
• Video conversation recording
• CUBE Dial Peer Forked
BRKCCT-2130 21
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Why Record in Customer Care?Recording Techniques in a Cisco Environment Advanced Applications Built on RecordingsVideo Customer Care Recording
Record Mobile Customers and Mobile Agents
![Page 23: Recording for Customer Care - …d2zmdbbm9feqrf.cloudfront.net/2016/usa/pdf/BRKCCT-2130.pdf · Recording for Customer Care ... Call Type Call Flow UCCX / Non-CC Recording Method UCCE](https://reader034.vdocuments.net/reader034/viewer/2022051601/5ac589d77f8b9aa0518e0d91/html5/thumbnails/23.jpg)
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PSTN
PSTN
Home Agent
MediaSense
CUCM
Call Flow
RTP Stream
Call Signaling
JTAPI / API
UCCE
Deployment
Nailed-Up Calls to Home Agents
Recording on agent
gateway would result in a
single shift-long recording
with no distinction between
customer calls
BRKCCT-2130 23
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PSTN
PSTN
Home Agent
MediaSense
CUCM
Call Flow
RTP Stream
Call Signaling
JTAPI / API
UCCE
Deployment
Nailed-Up Calls to Home Agents
Record on the incoming
call side of the call flow.
Each customer call results
in a single call recording
BRKCCT-2130 24
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Remote Expert Mobile
Remote Expert
Application Server
Customer Internet DMZ Enterprise
Remote Expert
Media BrokerRemoteExpertMobile
MediaBroker
EnterpriseDMZInternetHome,Wi-Fior4G
Mobiles
Browsers
HTTPS/WSS
HTTPS
CUBE-E
CiscoUnifiedCMCluster
CiscoUnifiedContactCenter(UCCXorP/UCCE)
EPs
Media (Voice/Video) SIP HTTP
CiscoFinesse
SIP/SIPTLS
RTPDTLS/sRTP
EnterpriseApplica on
Server
Web&MobileApps
HTTP/S
Data
HTTPS/WSS
SIP
SIP
RTP
RemoteExpertMobileApplica onServer
REAS
REMB
CSDK EnterpriseReverseProxy
RP
MCU
Core
Solution
Components
Native
Plug-in
RemoteExpertMobileMediaBroker
EnterpriseDMZInternetHome,Wi-Fior4G
Mobiles
Browsers
HTTPS/WSS
HTTPS
CUBE-E
CiscoUnifiedCMCluster
CiscoUnifiedContactCenter(UCCXorP/UCCE)
EPs
Media (Voice/Video) SIP HTTP
CiscoFinesse
SIP/SIPTLS
RTPDTLS/sRTP
EnterpriseApplica on
Server
Web&MobileApps
HTTP/S
Data
HTTPS/WSS
SIP
SIP
RTP
RemoteExpertMobileApplica onServer
REAS
REMB
CSDK EnterpriseReverseProxy
RP
RemoteExpertMobileMediaBroker
EnterpriseDMZInternetHome,Wi-Fior4G
Mobiles
Browsers
HTTPS/WSS
HTTPS
CUBE-E
CiscoUnifiedCMCluster
CiscoUnifiedContactCenter(UCCXorP/UCCE)
EPs
Media (Voice/Video) SIP HTTP
CiscoFinesse
SIP/SIPTLS
RTPDTLS/sRTP
EnterpriseApplica on
Server
Web&MobileApps
HTTP/S
Data
HTTPS/WSS
SIP
SIP
RTP
RemoteExpertMobileApplica onServer
REAS
REMB
CSDK EnterpriseReverseProxy
RP
Legend
Media (Voice, Video)SIPHTTP/WebSocket
Enterprise Users(On-prem, Branch, VPN)
Reverse Proxy
UCM
RemoteExpertMobileMediaBroker
EnterpriseDMZInternetHome,Wi-Fior4G
Mobiles
Browsers
HTTPS/WSS
HTTPS
CUBE-E
CiscoUnifiedCMCluster
CiscoUnifiedContactCenter(UCCXorP/UCCE)
EPs
Media (Voice/Video) SIP HTTP
CiscoFinesse
SIP/SIPTLS
RTPDTLS/sRTP
EnterpriseApplica on
Server
Web&MobileApps
HTTP/S
Data
HTTPS/WSS
SIP
SIP
RTP
RemoteExpertMobileApplica onServer
REAS
REMB
CSDK EnterpriseReverseProxy
RP
Expert ConsoleEmbedded Video
CUBE-E
(Ingress)
MediaSense
Agent
Endpoint
BRKCCT-2130 25
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Why Record in Customer Care?
Recording Techniques in a Cisco Environment
Advanced Applications Built on Recordings
Video Customer Care Recording
Record Mobile Customers and Mobile Agents
Questions and Answers
![Page 31: Recording for Customer Care - …d2zmdbbm9feqrf.cloudfront.net/2016/usa/pdf/BRKCCT-2130.pdf · Recording for Customer Care ... Call Type Call Flow UCCX / Non-CC Recording Method UCCE](https://reader034.vdocuments.net/reader034/viewer/2022051601/5ac589d77f8b9aa0518e0d91/html5/thumbnails/31.jpg)