2Note on Forward-Looking Statements, GAAP compliance Document contains confidential material, and shared under valid non-disclosure agreement. Many of the products and features described herein remain in varying stages of development and will be offered on a when-and-if-available basis. This roadmap is subject to change at the sole discretion of Cisco, and Cisco will have no liability for delay in the delivery or failure to deliver any of the products or features set forth in this document.
5MediaSense OverviewVirtual appliance for network-based, recording, streaming, and playbackRecording callsAudio and video callsTwo-way video support in MediaSense 10.5Playback and storage of recorded and uploaded mediaNative web portal for playbackAPIs for development and partner integrationsEnables video features of other Cisco Collaboration productsContact CenterUnity ConnectionCommunications Manager
6How to use MediaSense Call Recording Video Greetings Compliance recordingQM recording for contact centersVideo call recordingVideo GreetingsVideo-based auto-attendantsVideo on Hold / Video in QueueCustomer feedback recordingsVideo on DemandDial-in video tutorialsWeb-based
7MediaSense Simplicity SIPSIP InterfaceListens for SIP callsRecord and playback audio and videoSearch and PlaySearch all recordings in a clusterPlayback recordingsLive stream actively recording sessionsAPIREST-like APIsGet recording eventsPause recording (compliance)Retrieve recordings for archivalSearchAndPlayAPIs
9MediaSense Capabilities Full-time audio recordingSelective recording (on-demand or ad-hoc)Capable of recording G.711, G.722, G.729, AAC-LD, and H.264 codecsCisco Contact Center supportAgentHome AgentMobile AgentIVR RecordingSupport for centralized and branch recording
10Recording Methods with MediaSense Cisco UCM Network-based RecordingCUCM-managed recording policyEncompasses built-in bridge recording from previous versionsAdds UCM control of forking functionality on gateways (APIs)Audio-only recording (doesn’t prevent video calls)Supports full-time and selective recordingInvoked via CUCM config, softkey, or CTICUBE Dial-Peer ForkingConfigured on dial-peerNo CUCM control or interactionAudio and video call recordingSupports full-time recording
11Network-Based Recording Basics Allows UCM routed calls to be recordedRegardless of device, location, or geographyCentralizes recording policy controlEncompasses built-in bridge recordingAdds gateway-based recording via GW APIUCM selects the right media source based on call flowSupport for special recording scenariosExtend and ConnectExtension MobilitySingle Number ReachCTI Ports
12CUBE Dial-Peer Media Forking media class 3recorder parametermedia-recording 301!dial-peer voice 2 voipdescription Recording Inbound Dial-Peerincoming called-number .Tvoice-class codec 1voice-class sip asserted-id paimedia-class 3dtmf-relay rtp-nteno vaddial-peer voice 301 voipdescription Recording Forking Dial-Peerdestination-pattern 9829signaling forward nonesession protocol sipv2session target ipv4: :5060session transport tcpvoice-class sip options-keepaliveForking DefinitionCUBE ISR G2 platforms supportedCUCM independentSIP Trunk direct from CUBE to MediaSenseRequires both legs to be SIPInbound and Outbound legMay need to make use of loop-around if TDMRecord on inbound and/or outbound dial-peerEnables Forking on Dial-PeerPoints to MediaSense
13Video Conversation Recording New In 10.5!Video conversations forked via CUBEUp to 1080pMediaSense can record up to 2 video and 2 audio tracks per sessionStream or download video call recordings
15Network Streaming Audio Streaming Video Streaming Download RTSP for playback of stored sessionsRTSP for real-time monitoring / listening of active sessionsVideo StreamingVideo on Hold for CUCMVideo during Native QueuingVideo in Queue for Remote Expert SolutionsVideo Greetings with Unity ConnectionDownloadRecordings can be exported to AAC/MP4 or PCM/WAVExport using S&P portal or API
16Search and Play Search for Recordings By Tags Search for Recordings using compound filtersUnlimited Search ResultsAbility to Export Recordings to WAV or MP4
17Video on HoldMediaSenseMediaSense 10.0 and UCM 10.0 add Video on Hold functionalityNew Video on Hold server config in UCMAdd to MRG and MRGL just as MoH serverPrioritized VoH resource over MoHCUCM supports one VoH source per MS SIP TrunkVideo is uploaded directly to MediaSenseVerify resolution is compatible with all devicesSimple SIP call to MediaSense3 - VoH2 - INVITE1- HOLDCUCM
18Video Greetings Cisco Live 2014 4/14/2017 Video Greetings is the first phase of Video Messaging in Unity ConnectionSupports UCM-integrated video IP phones and Jabber endpointsLeverages MediaSense for Video Recording and PlaybackMediaSense is Cisco’s common media platformVideo on HoldLive RecordRemote ExpertCompliance RecordingStorage and Playback
19Finesse with UCCX Integration Recording controlFinesse workflow scriptingSearch byAgentIDTeamIDCSQIDSupervisor S&P GadgetPlayback / Export to WavCustomizable Widget
20Supplementing MediaSense with Partner Integrations
21Building a Solution on MediaSense Advanced applicationsSpeech analyticsInteraction analyticsReal-time privacy controlOn-demand recordingNICE QM, AQOCalabrio QM, AQMQuality ManagementAgent gradingScreen RecordingNICE Interaction ManagementCalabrio Search & PlayEnhanced S&PEnhanced archivingMedia encryptionSelective recording via CTIMulti-site content managementMediaSense StandaloneAudio and video call recordingSearch & PlayLive MonitorNative High-AvailabilityG.711, G.729, G.722, H.264Save-to-desktop (AAC/MP4)Archiving and content pruningThis paragraph explains why encryption doesn't help to meet PCI compliance but pause/resume could(my emphasis for clarity):=================https://www.pcisecuritystandards.org/documents/protecting_telephone-based_payment_card_data.pdfProtecting Telephone-based Payment Card DataMarch 2011Recap: The PCI SSC FAQPCI SSC FAQ 5362 – Are audio/voice recordings containing cardholder data and/or sensitive authentication data included in the scope of PCI DSS? This response is intended to provide clarification for call centers that record cardholder data in audio recordings, and applies only to the storage of card validation codes and values (referred to as CAV2, CVC2, CVV2 or CID codes by the payment brands).It is a violation of PCI DSS Requirement 3.2 to store any sensitive authentication data, including card validation codes and values, after authorization even if encrypted.It is therefore prohibited to use any form of digital audio recording (using formats such as WAV, MP3, etc.) for storing CAV2, CVC2, CVV2 or CID codes after authorization if that data can be queried; recognizing that multiple tools exist that potentially could query a variety of digital recordings.Where technology exists to prevent recording of these data elements, such technology should be enabled.If these recordings cannot be data-mined, storage of CAV2, CVC2, CVV2 or CID codes after authorization may be permissible as long as appropriate validation has been performed. This includes the physical and logical protections defined in PCI DSS that must still be applied to these call-recording formats.This requirement does not supersede local or regional laws that may govern the retention of audio recordings.