Cisco Unified Communications Manager

Cisco Unified Communications Manager (formerly known as Cisco Unified CallManager) is the powerful call–processing component of the Cisco Unified Communications system. It is a scalable, distributable, and a highly available enterprise IP telephony call–processing solution. Paired with ZOOM QM Suite products, large and enterprise size contact centers can benefit from a robust and scalable solution for quality management and all recording needs.

Integration

Integrated with the Cisco Unified Communications Manager, CallREC is using the CTI–based recording method, which utilizes the JTAPI interface of the Cisco Unified Communications Manager to obtain all available information related to on–going calls. This unique method ensures that CallREC is able to record 100% of calls in comparison to sniffing the SCCP signaling over SPAN ports, where typically only 99.8% of all calls can been recorded.
This loss is caused by the fact that SPAN ports can not guarantee 100% of packet mirroring and therefore approximately 0,2% of the signaling is lost on the switch.

With Cisco Unified Communications Manager Express, a Passive Recording method is used where SCCP signaling is captured on the SPAN port and the call information is derived from that signaling.

Supported Versions

CTI – based Recording – JTAPI integration, limited support:

• Cisco Unified Communications Manager version 5.1
• Cisco Unified Communications Manager version 6.0
• Cisco Unified Communications Manager version 6.1
• Cisco Unified Communications Manager version 7.0

CTI – based Recording – JTAPI integration, full support:

• Cisco Unified Communications Manager version 7.1
• Cisco Unified Communications Manager version 8.0
• Cisco Unified Communications Manager version 8.5
• Cisco Unified Communications Manager version 8.6