Network Media Recording and Streaming with Cisco MediaSense 10.5 SE Presentation

Presentation Agenda MediaSense Overview Network Recording 22 Presentation Agenda New In 10.5! MediaSense Overview Network Recording Streaming and Playback Deploying MediaSense Supplementing MediaSense with Partner Integrations Conclusions

MediaSense Overview

Network Recording & Playback Network Streaming Eco-System Cisco MediaSense Network Recording & Playback Network Streaming Eco-System Cisco MediaSense

MediaSense Overview Virtual appliance for network-based, recording, streaming, and playback Recording calls Audio and video calls Two-way video support in MediaSense 10.5 Playback and storage of recorded and uploaded media Native web portal for playback APIs for development and partner integrations Enables video features of other Cisco Collaboration products Contact Center Unity Connection Communications Manager

How to use MediaSense Call Recording Video Greetings Compliance recording QM recording for contact centers Video call recording Video Greetings Video-based auto-attendants Video on Hold / Video in Queue Customer feedback recordings Video on Demand Dial-in video tutorials Web-based

MediaSense Simplicity SIP SIP Interface Listens for SIP calls Record and playback audio and video Search and Play Search all recordings in a cluster Playback recordings Live stream actively recording sessions API REST-like APIs Get recording events Pause recording (compliance) Retrieve recordings for archival Search And Play APIs

Network Recording

MediaSense Capabilities Full-time audio recording Selective recording (on-demand or ad-hoc) Capable of recording G.711, G.722, G.729, AAC-LD, and H.264 codecs Cisco Contact Center support Agent Home Agent Mobile Agent IVR Recording Support for centralized and branch recording

Recording Methods with MediaSense Cisco UCM Network-based Recording CUCM-managed recording policy Encompasses built-in bridge recording from previous versions Adds UCM control of forking functionality on gateways (APIs) Audio-only recording (doesn’t prevent video calls) Supports full-time and selective recording Invoked via CUCM config, softkey, or CTI CUBE Dial-Peer Forking Configured on dial-peer No CUCM control or interaction Audio and video call recording Supports full-time recording

Cisco UCM Network-Based Recording

Network-Based Recording Basics Allows UCM routed calls to be recorded Regardless of device, location, or geography Centralizes recording policy control Encompasses built-in bridge recording Adds gateway-based recording via GW API UCM selects the right media source based on call flow Support for special recording scenarios Extend and Connect Extension Mobility Single Number Reach CTI Ports

Configuring Network-Based Recording Recording Profile defines destination Media Source defines preferred device Phone Preferred or Gateway Preferred Phone Preferred is default Media Source will change as needed Call flow, participants, or media requirements

Selecting a Recording Device If a gateway not in the call flow, phone is selected Gateways do not support secure media (sRTP) recording SRTP is on MediaSense roadmap for support Preferred Recording Source Media Type Gateways in Call Flow? Selected Gateway Unsecure RTP Yes No Phone Secure sRTP

NBR - Built-in Bridge Recording Most Cisco IP Phone models have a BiB MediaSense Documentation Both SIP and SCCP are supported CUCM controls phone’s BiB Built-in bridge copies both streams Inbound stream and outbound stream Phone, conference bridge, gateway, etc…

NBR - Built-in Bridge Recording MediaSense Built-in Bridge Invoked (audio only) Calling Called Call Flow RTP Stream Call Signaling CUCM

NBR – Gateway Recording Supported with MediaSense 10.0 and higher Interface with UCM must be SIP Not supported for H323 or MGCP based calls Router platform must supports the UC Services Interface ISR-G2 Gateways (29XX, 39XX Series) IOS release 15.3(3)M1 or later are supported 15.3(3)M1 was released on CCO in Oct / 2013 ASR-1K Gateway on MediaSense roadmap for support No AS5400 support Doesn’t support media forking

Setting Up Gateway for Recording The following example sets up the router for Cisco Unified Communication IOS Services. It enables the HTTP server and the XMF, providers. The configuration specifies the address and port that the application uses to communicate with the XMF provider. CLI’s to enable UC Services API CLI’s to enable HTTP Server ! uc wsapi message-exchange max-failures 100 response-timeout 0 source-address 10.99.150.254 probing interval negative 20 probing interval keepalive 255 probing max-failures 3 provider xmf remote-url 1 http://10.99.150.12/xmf1 remote-url 2 http://10.99.150.11/xmf2 ! http client connection timeout <1-60> http client connection idle timeout <1-600> ip http server ip http timeout-policy idle 600 life 86400 requests 86400 ip http max-connections 1000 XMF applications are configured with the applications ID’s, 1 (for Subscriber 1) and 2 (for Subscriber 2). Up to 32 applications can be configured.

NBR – Gateway Recording Dial-peer forking invoked (audio only) Call Flow RTP Stream Call Signaling

CUBE Dial-Peer Forking

NBR vs. CUBE Dial-Peer Forking Network-based Recording Added to CUBE dial-peer configuration Added to CUCM configuration Controlled by dial-peer selection Controlled by recording profile assigned to line Full-Time recording only Full-time and selective recording Audio and video call recording Audio-only call recording Anchored at CUBE until released Forking device can change throughout call CUBE is forking device CUBE or phone is forking device

CUBE Dial-Peer Media Forking media class 3 recorder parameter media-recording 301 ! dial-peer voice 2 voip description Recording Inbound Dial-Peer incoming called-number .T voice-class codec 1 voice-class sip asserted-id pai media-class 3 dtmf-relay rtp-nte no vad dial-peer voice 301 voip description Recording Forking Dial-Peer destination-pattern 9829 signaling forward none session protocol sipv2 session target ipv4:10.99.150.42:5060 session transport tcp voice-class sip options-keepalive Forking Definition CUBE ISR G2 platforms supported CUCM independent SIP Trunk direct from CUBE to MediaSense Requires both legs to be SIP Inbound and Outbound leg May need to make use of loop-around if TDM Record on inbound and/or outbound dial-peer Enables Forking on Dial-Peer Points to MediaSense

CUBE Dial-Peer Media Forking Media Forking Invoked MediaSense Calling Called Call Flow RTP Stream Call Signaling Audio and Video!

Video Conversation Recording New In 10.5! Video conversations forked via CUBE Up to 1080p MediaSense can record up to 2 video and 2 audio tracks per session Stream or download video call recordings

Additional Call Recording Details

Selective Recording On-Demand Recording Softkey CTI control Workflow scripting CTI Application Start and stop recording as required Compliance reasons Training and playback Recording source Phone’s built-in bridge Gateway/CUBE

Recording with Cisco Softphones Cisco IP Communicator Built-in bridge G.711, G.722, G.729, iLBC, iSAC Acts like 797X phone Jabber for Windows and Mac G.711, G.722.1, G.729 Jabber-to-Jabber calls default to G.722.1 MediaSense does not support G.722.1, iLBC, or iSAC UCM codec preference Prefer G.711 to record Jabber-to-Jabber calls

Call Correlation Matters MediaSense can capture every segment of every call Recording is the easy part What can be done with those recordings is the hard part Correlation gives value to disparate recordings Correlating users/agents to phone numbers Multiple sessions (hold/resume/transfer) Build a single call flow for administrators/supervisors Can involve associating call data with information from other systems Call flows typically determine how call segments can be correlated

Call Correlation Details GUID is used by GWs and CUBE recording GUID and MediaSense CCID are the same Will carry across all segments of a single call XREFCI is used by NBR recording GUID/CCID will be blank/empty These are global values that span across all sessions of a single call CUBE and CVP respect GUIDs that are received The GUID is passed through CUBE will create a GUID if one is not received CUCM does NOT expose GUID through JTAPI XREFCI may be exposed depending on the call flow Apps will not be able to correlate based on GUID through CUCM during a call UCCE may require CTIOS to be used by external applications for GUID CDR records can be used after a recording Hold, transfers, etc send BYE to MediaSense with no reasoning

Mid-Call Codec Changes CUBE starts new recording MediaSense will have 2 recordings Calls still correlate Search and Play Two successive but separate sessions Different session IDs Both share the same CCID/GUID Check with partner app Not all support correlating Built-in bridge will not renegotiate Transcoder will be requested to preserve existing recording session One call Call segment 1 Call segment 2 SIP re-INVITE CVP x1111 G.711 SessionID 123 CCID 456 Agent x9999 G.729 SessionID 789 CCID 456

Typical Call Scenarios and Recording Method Call Type Call Flow UCCX / Non-CC Recording Method UCCE Inbound To Agent Built-in Bridge (NBR) CUBE (NBR) CUBE (Dial-Peer Forking) Outbound From Agent Consult Office to Office

Call Association New In 10.5! Associated calls can be viewed via the Search and Play Finds call with the same XREFCI value Available with the Finesse WFO in UCCX Association information also available via APIs

Streaming and Playback

Network Streaming Audio Streaming Video Streaming Download RTSP for playback of stored sessions RTSP for real-time monitoring / listening of active sessions Video Streaming Video on Hold for CUCM Video during Native Queuing Video in Queue for Remote Expert Solutions Video Greetings with Unity Connection Download Recordings can be exported to AAC/MP4 or PCM/WAV Export using S&P portal or API

Search and Play Search for Recordings By Tags Search for Recordings using compound filters Unlimited Search Results Ability to Export Recordings to WAV or MP4

Video on Hold MediaSense MediaSense 10.0 and UCM 10.0 add Video on Hold functionality New Video on Hold server config in UCM Add to MRG and MRGL just as MoH server Prioritized VoH resource over MoH CUCM supports one VoH source per MS SIP Trunk Video is uploaded directly to MediaSense Verify resolution is compatible with all devices Simple SIP call to MediaSense 3 - VoH 2 - INVITE 1- HOLD CUCM

Cisco Live 2014 4/14/2017 Video Greetings Video Greetings is the first phase of Video Messaging in Unity Connection Supports UCM-integrated video IP phones and Jabber endpoints Leverages MediaSense for Video Recording and Playback MediaSense is Cisco’s common media platform Video on Hold Live Record Remote Expert Compliance Recording Storage and Playback

Video Greetings Architecture Audio and Video Audio Audio RTP Stream Video RTP Stream Endpoints send media to Unity Connection directly Same RTP flows as today Endpoint is unaware of MediaSense Unity Connection forks the audio and video streams to MediaSense Playback is also forked though Unity Connection Unity Connection stores audio portion of greeting locally Calls fallback to audio-only if MediaSense is unavailable Audio track of Video Greeting is always available in Unity Connection

Video In Queue Play Video for callers while they wait for Video enabled Agent or Expert Available with Remote Expert Solution 1.9 Video Upload via MediaSense System Admin GUI MP4 Video Format Video codec H.264 Audio codec AAC-LC

Finesse with UCCX Integration Recording control Finesse workflow scripting Search by AgentID TeamID CSQID Supervisor S&P Gadget Playback / Export to Wav Customizable Widget

Deploying MediaSense

Virtual Platform Supports VMware 5.5 and earlier New In 10.5! Supports VMware 5.5 and earlier UCS E-, C-, and B-series support OVAs 7vCPU – 16GB RAM – 880GB HDD 4vCPU – 6/8GB RAM – 360GB HDD 2vCPU – 6/8GB RAM – 360GB HDD 3rd party hardware also supported Consult Cisco’s Docwiki

Storage VMWare Virtual Machine appliance FC, FCoE, DAS, iSCSI, and NFS Cisco UCS: B-, C-, E-series Other specs-based hardware FC, FCoE, DAS, iSCSI, and NFS iSCSI & NFS require Cisco Platinum QOS Data Encryption SAN vendors can enable disk encryption Partners can encrypt media upon archiving SED encrypted available on the UCS-E

MediaSense Node Capacity OVA Size Max Sessions Max API Requests Max Calls Per Second Max Cluster Size Max Media Storage per Node Max 1080p Video Streams 7 vCPU 200 15 2 5 12TB 40 4vCPU (B/C-Series) 100 10 4TB 4 (E-Series) 60 1.5TB 2vCPU 20 3 .33

MediaSense Clustering Primary Secondary Database Replication Between Primary and Secondary Expansion nodes are media storage only Built-in load-balancing Each node can REFER to another node Keepalives Each node is aware of cluster status 2ms latency requirement Keepalives requirement No WAN separation Expansion Expansion Expansion

MediaSense Cluster Capacity OVA Max Sessions Max API Requests Max Calls Per Second Max Media Storage per Cluster Max 1080p Video Streams 7 vCPU 1000 30 10 60TB 200 4vCPU (B/C-Series) 20 4 8TB 8 (E-Series) 120 3TB 2vCPU 40 6 .67

MediaSense Cluster Operation Recording! Load and Status Aware Cluster 2ms LAN latency Recording High Availability CUCM SIP Trunk CUBE Dial-Peer MediaSense cluster awareness SIP Refer balances load Media location Search and Play across cluster Primary Secondary Expansion BUSY DOWN SIP REFER SIP INVITE SIP INVITE SIP INVITE CUCM or CUBE

Configuring MediaSense

Installing MediaSense Standard Cisco VOS installer Recording calls in less than 2 hours Install in 1 hour Configure MediaSense in 10 minutes Configure UCM in 10 minutes Place calls Try it in your lab NFR/NFS SKUs available

Incoming Call Configurations Instructs MediaSense how to handle calls Assign DNs or URIs to media 9811@<mediasenseIP> video1@<mediasenseIP> Select an Action Play Continuously Play Once Record Audio Only Record Audio and Video Reject

Pruning Recordings Prune Policy determines how long to hold media From 1 to 3650 days (10 years) Select how to handle associated data Disable pruning In 10.0 release this will affect Recordings from UCM/CUBE Video Greetings No affect on uploaded media 3rd Party Integrations (APIs) Download and/or delete

Recording Archival Archive recordings to a SFTP server New In 10.5! Archive recordings to a SFTP server Recordings exported as MP4 files Schedule time to start archival Includes duration to archive Associated metadata exported JSON-based text file Maintain call information Easy search capability

Media Management After MediaSense install Upload media files 200GB of recording storage 1GB of upload storage Both can be increased Upload media files H.264 with AAC-LC codecs Incoming Call Configurations Uploads are transcoded Size will reflect all forms of uploaded media

Basic Steps to Call Recording MediaSense Install MediaSense Step through the configuration wizard upon first login to MediaSense Setup Incoming Call Configuration for recording Configure pruning and/or archival if required Communications Manager Create Recording Profile in UCM Enable built-in bridge on device(s) in UCM (Service Parameter or device) Attach Recording Profile to line Place calls

Deployment Models

Multiple Datacenter Deployment Branch 1 PSTN Partner App Branch 2 Datacenter 2

Branch or Multi-Site Recording Choose your platform Leverage entire UCS suite Centralized / Simplified Management and Control Data archiving Partner Apps Quality Management Media Management SRST recording CUBE media forking Datacenter/HQ Partner App Branch 2 Branch 4

Features and Deployment Considerations Where to Record How many Branches/Datacenters? How many concurrent calls per branch? What to Record Record internal calls and/or inbound/outbound? Full-time recording or on-demand? BiB or CUBE? SRST Recording? What to keep Retention requirements? How long? How much? Centralized archiving? Encryption required?

Supplementing MediaSense with Partner Integrations

Building a Solution on MediaSense Advanced applications Speech analytics Interaction analytics Real-time privacy control On-demand recording NICE QM, AQO Calabrio QM, AQM Quality Management Agent grading Screen Recording NICE Interaction Management Calabrio Search & Play Enhanced S&P Enhanced archiving Media encryption Selective recording via CTI Multi-site content management MediaSense Standalone Audio and video call recording Search & Play Live Monitor Native High-Availability G.711, G.729, G.722, H.264 Save-to-desktop (AAC/MP4) Archiving and content pruning This 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.pdf Protecting Telephone-based Payment Card Data March 2011 Recap: The PCI SSC FAQ PCI 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.

Partner Solution Considerations Multiple Datacenter Not all vendors support failover across datacenters Branch deployments Some vendors have limitations on the number of branch sites supported Mid-call codec change Not all vendors support MediaSense recordings where segments use different codecs MediaSense supports a wide variety of partner applications Helps build a complete solution to meet your specific needs Other requirements Archival? Analytics? Transcription? Screen capture? Examples: Some vendors don’t support mid-call codec change Some vendors have limit to max number of MediaSense clusters for scale and small # of branches Datacenter HA complications: Active/Standby vs. Active/Active Some vendors are able to playback from MediaSense directly, others have to download first. etc.

Conclusions

Key Takeaways for MediaSense 10.5 63636363 Key Takeaways for MediaSense 10.5 Network-based media recording, playback, and streaming Single node capable of performing all functions Flexible deployment scenarios Enhance Cisco Collaboration Video experience Video Greetings with Unity Connection Video on Hold with Unified Communications Manager Video in Queue with CVP and Remote Expert Video IVR with CVP Simple configuration and operation REST-based API access for additional development Partner applications offer additional features

More Information MediaSense 10.0 SRND MediaSense Developer Resources http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_ center/mediasense/10/srnd/CUMS_BK_MC36D963_00_mediasense- srnd.html MediaSense Developer Resources https://developer.cisco.com/site/collaboration/recordings/mediasense/ove rview/

Cisco Live 2014 4/14/2017

Appendix – Call Scenarios

Non-CC/UCCX Inbound Calls

Inbound to Local Phone - BiB

Inbound to Local Phone - CUBE

Inbound to Local Phone – NBR CUBE Only

Inbound to Remote IP Phone - BiB Built-In Bridge will require double the bandwidth

Inbound to Remote IP Phone - CUBE

Inbound to Remote IP Phone – NBR

Inbound to Remote POTS Phone - CUBE Home Phone or Single Number Reach CUBE Only

UCCE Inbound Calls

Inbound to Agent Phone – BiB

Inbound to Agent Phone – CUBE Must use CTIOS to get GUID, otherwise cannot correlate metadata: Cisco GUID (MediaSense CCID) to Agent name/ID CTIOS must be used to get the GUID

Inbound to Agent Phone – NBR CVP being between CUCM and the GW make NBR unsupportable.

Outbound Calls

Outbound to PSTN – Non-Agent

Outbound to PSTN – Agent

Consultation Calls

Cisco Live 2014 4/14/2017 Consultation - BiB

Consultation - CUBE

Consultation - NBR CUBE Only 85