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“This call may be recorded for quality and training purposes.” We have all been told this by a customer service agent before, and your supervisor has just informed you that the billing department needs the ability to record calls by end of business today. Oh snap! You ask yourself, “Does my Cisco Unified Communications Manager Express System support such a thing without 3rd party integration?” You do a bit of research, and viola! Live record is the answer. You breathe a sigh of relief that you will be able to secure your job. Now, how do you achieve this? Let’s break it down.
Live Record is a feature supported in CUCME. When initiated, via a configured soft key, this feature essentially grants end users the capability to record an active call. Once the recording is complete, the end user will receive a message-waiting indicator on their phone indicating there is a new voicemail message available. This recording will then be accessible via the end user’s assigned Cisco Unity Express voicemail box.
So based on the above description, we know the following:
-live record will need to be enabled on both CUCME and CUE
-it is invoked via a soft key on the IP Phone
-the live record initiator has to have an active voicemail box configured on CUE to store the recording
Enabling Live Record
The live record feature is a global setting that is supported for two-party calls or ad-hoc conferencing. You must assign live record an ephone-dn that forwards to the designated voicemail pilot for CUE. You will then enable it within telephony-service and CUE.
ephone-dn 5
number 3050 no-reg
call-forward all 3600
CUCME
telephony-service
live-record 3050
CUE
voicemail live-record pilot-number 3050
Enabling the Phone for Live Record
In order to give an IP Phone access to the Live Record feature, you must create a new ephone-template assigning the Live Record soft key in the “connected” state. You should only assign the new ephone-template to the ephones that will be granted access to this feature.
ephone-template 1 softkeys connected LiveRcd Hold Endcall Trnsfer Confrn ! ephone 5 ephone-template 1
You are now ready to test and verify your configuration. During an active call, press the LiveRcd soft key. You should hear an entrance tone when your current call is joined with the live record feature. This beep will continue during the time live record is active as a reminder. You can adjust the duration (in milliseconds) and interval (in seconds) of the beep within CUE.
voicemail live-record duration 50 ! voicemail live-record interval 30
To cancel recording press the LiveRcd softkey again or EndCall. Once the recording is completed the MWI will illuminate indicating a new voicemail message. You can then log into voicemail and review and manage the recording the same as any other voicemail message.
LiveRcd behaves as a two-party ad-hoc conference call when paired up to record a call. In the event you need to record a call that is already active with two or more parties, you will need to configure CUCME for ad-hoc hardware conferencing.
Amy Ryan
Senior Technical Instructor
CCIE #24677 (Voice)
