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:

• 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
• Cisco Unified Communications Manager version 8.0