callcopy methods of recording whitepaper

Whitepaper

Methods of Centralized Recording

Evaluating Call Recording Solutions

callcopy.com

http://www.callcopy.com/

callcopy.com

© Copyright 2009, CallCopy, Inc. All rights reserved.

No part of this document may be transmitted or distributed, or copied, photocopied, scanned,

reproduced, translated, microfilmed, or otherwise duplicated on any medium without written consent

of CallCopy. If written consent is given, the same confidential, proprietary, and copyright notices must

be affixed to any permitted copies as were affixed to the original. The information contained in this

document does not constitute legal advice, and should not be considered a replacement for sound legal

counsel. CallCopy shall be in no way liable for any use or misuse of the information presented herein.

Methods Of Centralized Recording 1

callcopy.com

Table of Contents

Introduction ................................................................................................ 3

Audio Source ............................................................................................................................................. 3

Call Detail Information .............................................................................................................................. 3

Active Recording Solutions ......................................................................... 4

PBX Dependencies .................................................................................................................................... 5

PBX Integration Types ............................................................................................................................... 6

Concurrency .............................................................................................................................................. 6

Passive VoIP Recording .............................................................................. 7

Network Mirror/SPAN ............................................................................................................................... 7

Hardware Taps ...................................................................................................................................... 8

Control Protocols ...................................................................................................................................... 8

Codecs (RTP) ............................................................................................................................................. 8

Limitations ................................................................................................................................................ 9

Internal Recordings ............................................................................................................................... 9

CTI Requirements.................................................................................................................................. 9

DHCP Support ....................................................................................................................................... 9

Passive TDM Recording Solutions .............................................................. 11

Extension-side Recording ........................................................................................................................ 11

Digital Sets .......................................................................................................................................... 11

Analog Sets ......................................................................................................................................... 11

Trunk Loggers .......................................................................................................................................... 12

Appendices ............................................................................................... 14

Appendix A: Recording Methods Matrix ................................................................................................. 14

Appendix B: Acme Packet Diagram ......................................................................................................... 16

Appendix C: Avaya Diagram .................................................................................................................... 17

Appendix D: Cisco Diagram ..................................................................................................................... 17

2 530 West Spring Street, Columbus, OH 43215 [email protected]

888.922.5526 www.callcopy.com

callcopy.com

Appendix E: Mitel Diagram ..................................................................................................................... 18

Appendix F: ShoreTel Diagrams .............................................................................................................. 19

Appendix G: Network with Server-Cluster Option .................................................................................. 21

About CallCopy .......................................................................................... 22


callcopy.com

Introduction

This document is designed to assist the technical decision maker who is evaluating call recording

solutions. We will present various methods of centralized recording, detailing the advantages and

disadvantages of each solution. Our goal is to arm you with questions to evaluate vendor offerings, in

order to determine the most appropriate solution for your organization’s technical infrastructure.

There are two major considerations to consider when evaluating a centralized recording solution: audio

source and call detail information.

Audio Source

At the simplest level, the audio source is the physical location from which audio is gathered by the call

recording server. This could be a physically wired tap location, or a network mirror port in a VoIP

environment. Some PBXs offer Active Recording integrations, allow audio to be requested by a third

party program, such as callcopy, and actively broadcast or stream the audioto the recording server.

cc: Evaluating your organization’s needs and requirements will help you to determine the best

recording solution

Some questions to consider:

Do we need to record internal calls?

Do we need to record remote or work-at- home employees?

Do we need to record calls at multiple offices?

Call Detail Information

Call detail information is all of the metadata stored along with a call recording. The amount of

information stored with a recording varies with how tightly the call recording software is integrated into

the technical infrastructure of the organization.

For instance, a trunk logger without any type of additional connectivity might only provide trunk number

(channel number), date, time, and duration. At most locations, this means that a reviewer could not

correlate a recording with a specific employee.

A trunk logger that has a CTI (computer-telephony integration) into the organization’s PBX may be able

to provide the agent who fielded the call, as well as queue information and CallerID (ANI).

Call detail information does not have to come from the telephony environment. Some recording

solutions offer agent tools and software APIs, allowing the call detail to be updated from other

applications. This can greatly enhance future search and retrieval.



callcopy.com

Active Recording Solutions

With an “Active Recording Solution”, the recording software must actively initiate a recording session

with the PBX. The PBX responds by presenting an audio stream to the recorder server. Other terms

commonly used for active recording include “Active VoIP Recording” and “software-only recording.”

These solutions typically have a smaller hardware footprint than a traditional extension-side or trunk

logging system, and tend to allow for recording of multiple physical locations from a single recording

server. This method of recording is entirely dependent upon the software integration between the

recording software and the PBX.

Typically, there is a two-part integration: step one is an interface to a PBX CTI stream for call detail

information, step two is a redirection of an audio stream to the recording server. The audio source has

traditionally been provided by a line-side T1/E1 connection to the PBX. Increasingly, PBX vendors are

providing a VoIP connection to the call recorder, as this eliminates additional hardware requirements.

For example, in CallCopy’s AVAYA DMCC integration (see Figure 1), the CallCopy Recording Server

deploys a TSAPI-based connection to an AVAYA AES server, and then gathers audio via a single-step

conference with a CMAPI soft phone station.

Note that with this implementation it is possible to record multiple physical office locations from one

centrally located recording server, as well as remote workers or work at home agents.


callcopy.com

Figure 1: CallCopy’s Avaya DMCC integration

PBX Dependencies

Recording solutions of this type typically require adjunct CTI servers, such as the AVAYA AES server,

Nortel MLS server, or ShoreTel ShoreWare Application Server. These applications must be provided by

the PBX vendor, and may require additional hardware.

Often times, special PBX licensing is required for these integrations as well. Licensing may be required

for the CTI application connection itself, or for monitoring various devices which need to be recorded.

cc: Inquire with both the PBX vendor and the call recording vendor to insure that proper licensing

requirements are documented and understood, as there are typically additional fees for these

license items.



callcopy.com

PBX Integration Types

The following is a list of major PBX manufacturers and their active recording methodologies.

CallCopy has an available integration with each of these manufacturers. More information about these

methodologies can be provided by the PBX manufacturer or by CallCopy.

Concurrency

As these software-based active recording solutions interact with a virtual resource on the PBX, recording

capacity is measured in the number of concurrent recording channels available to the call recording

software.

Rather than evaluating the number of devices or employees that need to be recorded, you will need to

assess the number of simultaneous recordings required for existing staffing levels. This metric will allow

you to appropriately size your call recording solution for your organization.

This simulataneous recording calculation would be independent of your call recording licensing

assessment, as these solutions are typically licensed by agent, seat, or recorded device.

Table 1: Active Recording by PBX manufacturer

Avaya DMCC/CMAPI via Single Step Conference (SSC)

Cisco TAPI Recording via Built-in-Bridge

Mitel Recording via the Secure Recording Connector

Nortel Duplicate Media Stream

ShoreTel TAPI media redirection


callcopy.com

Passive VoIP Recording

Passive VoIP recording requires that all recorded VoIP traffic be presented from the customer network

via a SPAN or Monitor port, or from an Ethernet tap device. Traffic is passively monitored by the

recording application server. The recording interface does not interact with the network in any way.

Data packets are passively intercepted and stored.

Figure 2: CallCopy’s Passive VoIP Recording

Network Mirror/SPAN

On traditional telephone networks, all voice and call control information passes through a central

location - the PBX. Each channel on the network is tapped individually, and a single tap point obtains all



callcopy.com

voice data and call control information. With VoIP, only the call control information is guaranteed to

pass along the Ethernet to the IP PBX. After call setup is complete, the voice packets are routed along a

different path from the signaling data. An IP network typically does not offer a central location to tap all

voice and call control information. To capture all packets, a call recorder can position a tap between the

Router/Gateway and each workgroup switch.

This can achieved via network port mirroring, or in CISCO environment, a SPAN or RSPAN port can

present traffic to the call recording server.

Hardware Taps

If a network mirror or SPAN port is not available, or cannot be efficiently managed, it is possible to inject

a physical Ethernet tap device into key network points.

A number of manufacturers are producing these devices, such as Datacom Systems.

Control Protocols

The control protocol handles call setup, phone

features, number dialed and the parties involved in

the call. The control protocol does not send voice

or audio. Instead, the Real-time Transport Protocol

sends audio.

Table 2 provides a list of PBX manufacturers and

their corresponding control. CallCopy supports each

of these protocols.

Codecs (RTP)

The Real-time Transport Protocol is a standard

protocol used for sending audio (and sometimes

video). Occasionally RTP also sends DTMF (dual-

tone multi-frequency) tones. This layer typically

takes place within the framework of audio codecs.

Some call recording manufacturers support a

limited number of codecs. If your call recording solution does not support the codec used in your

environment, you will need to alter your PBX configuration to use one which is.

For example, CallCopy supports the following VoIP codecs:

G711a (a-law)

Table 2: PBX manufacturer control protocols

PBX Manufacturer Protocol

Avaya H.323

CISCO SCCP (skinny)

NEC Megaco

Nortel UNISTIM

Siemens H323

Asterisk and others SIP

ShoreTel MGCP

Toshiba MGCP


callcopy.com

G711U (u-law)

G722

G729a

iLBC

L16

Limitations

Internal Recordings

Some PBXs and IP telephones can route RTP traffic directly between telephony endpoints. In this

scenario, it is possible for audio to remain on the periphery of the netowkr, and not pass back to the

network tap location.

Some PBXs, such as AVAYA’s Aura Communication Manager, have settings that can force audio between

two endpoints to traverse back to the PBX for a talkpath. This ensure that the packets for the voice

conversation pass through the tap location, and allow for the call to be recorded.

If your PBX does not have such a setting, and the recording of internal calls is required, your networking

team will need to assess the feasibility of directing this traffic across a centrally tapped network point.

CTI Requirements

Some recording vendors require an adjunct CTI server in order to provide call detail information. Others

may just record RTP streams and provide no call detail information.

CallCopy can gather call detail information from the VoIP control protocol that the PBX uses to interface

with the phone device. Logic can also be built to capture and store an agent sign on.

When assessing a call recording vendor, be sure to inquire about what CTI components are required.

DHCP Support

Some PBX vendors require network administrators to assign static IP addresses to recorded devices, and

a list of IP addresses to be maintained. Other vendors, such as CallCopy, can fully support a DHCP

environment.

To ease registration, CallCopy supports a DHCP environment for devices using the following VoIP

protocols:

Avaya H.323

CISCO SCCP (skinny)



callcopy.com

NEC Megaco

Nortel UNISTIM

Siemens H323

SIP

ShoreTel MGCP

cc: Be certain to ask potential vendors if CTI is required for their passive VoIP recording solutions,

as well as how their software handles DHCP support for recorded devices. This will allow you

to assess the application’s impact on your infrastructure.


callcopy.com

Passive TDM Recording Solutions

Passive voice recording taps are used to access the signals carried over telecommunications lines for

monitoring or recording applications. Taps are considered passive devices because they do not act on

network traffic. If a tap fails, traffic continues to run, and the network is not affected.

These passive TDM (Time-division multiplexed) recording solutions require a physical recording device,

typically a PCI board, to be connected to the recording server. Telephony wiring then plugs into these

PCI voiceboards.

As physical access to the telephony cabling infrastructure is required, multiple servers are usually

required to record a multi-site environment; however adjunct CTI servers and additional PBX licensing

may not be required.

Extension-side Recording

A passive tap is achieved through a punch down to each workstation/phone line between the ACD/PBX

and the workstation, most commonly at the 110-block or the 66-block. This type of tap can capture all

traffic to and from the workstation, including internal PBX calls that are not transmitted between the

carrier demarcation point and the ACD/PBX.

Digital Sets

Many PBX manufactures produce proprietary digital feature sets, which have advanced multi-line

information displays, and a number of feature keys. Recording these proprietary devices often requires

specialized telephone hardware.

Some recording vendors require CTI in order to gather call detail information, especially to gather agent

numbers or sign-ons.

Other vendors do not require CTI. For example, CallCopy gathers information from the phone set display

and button messages, and stores this information with the recording. This is commonly referred to as

“D-Channel” information. CallCopy also has advanced logic that can capture agent sign-on information.

Analog Sets

Most analog recorders can present channel, date, time, and duration. Almost all manufacturers will

require a CTI integration to receive additional call detail information, such as agent sign-on.



callcopy.com

Figure 3: CallCopy’s Digital Station Tap

Trunk Loggers

With a traditional trunk logger, telecommunications trunk lines are tapped between the demarcation

point (the point at which carrier fiber enters the building) and the ACD/PBX. Trunk side recording can

capture all of the traffic carried on the individual channels of the telecommunication line/lines (e.g., a T1

line has 24 channels).


callcopy.com

These types of installations are very limited without some sort of CTI integration that can identify which

employee or extension is actually fielding the recording.

Traffic that does not pass between the ACD/PBX and the carrier network will not be recorded in this

configuration, such as a PBX call from one internal agent to another internal agent. This means that

internal calls cannot be recorded.

Be sure to understand these CTI requirements and internal recording limitations when evaluating a

trunk logging proposal.



callcopy.com

Appendices

Appendix A: Recording Methods Matrix


callcopy.com



callcopy.com

Appendix B: Acme Packet Diagram

Acme Packet SRR Layout


callcopy.com

Appendix C: Avaya Diagram

Avaya call recording via station-side passive tap

Appendix D: Cisco Diagram



callcopy.com

Cisco call recording

Appendix E: Mitel Diagram

Mitel VoIP call audio and data interaction recording


callcopy.com

Appendix F: ShoreTel Diagrams

ShoreTel IP Call Recording (Passive/Packet Sniffing, no TAPI)



callcopy.com

ShoreTel IP call recording with TAPI


callcopy.com

Appendix G: Network with Server-Cluster Option

Example of a network using a cluster of servers instead of a single server, to handle larger installations



callcopy.com

About CallCopy

CallCopy, a leading provider of innovative call recording and contact center solutions, is dedicated to

ensuring the highest standards of customer and employee satisfaction. The award-winning, enterprise-

proven cc: Discover suite delivers advanced call recording, screen capture, quality management, speech

analytics, performance management, customer survey and workforce management capabilities to

organizations of all sizes and industries across the globe.

CallCopy empowers these organizations to gather business intelligence, which is leveraged to maximize

operational performance, reduce liability, achieve regulatory compliance and increase customer

satisfaction.

For more information, visit www.callcopy.com.

http://www.callcopy.com/

mailto:[email protected]

http://www.callcopy.com/newsletter/sign-up

http://www.callcopy.com/files/files/whitepapers/callcopy-methods-of-recording-whitepaper.pdf

http://feeds.feedburner.com/callcopy/FaGX

http://twitter.com/callcopy

http://www.facebook.com/CallCopy

http://www.linkedin.com/companies/callcopy-inc.

callcopy methods of recording whitepaper

Documents

acme packet diagram

avaya aes server

call detail information

call recording vendor

call control information

call recording server

call recording solution

call recording software