Network Media Recording and Streaming with Cisco MediaSense

1. Network Media Recording and Streaming with Cisco MediaSense 10.5 SE Presentation

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

3. MediaSense Overview

4. Cisco MediaSense Cisco MediaSense

5. 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

6. How to use MediaSense • Call Recording • 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

7. 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

8. Network Recording

9. 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

10. 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

11. Cisco UCMNetwork-Based Recording

12. 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

13. 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

14. 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

15. 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…

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

17. 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

18. 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.

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

20. CUBE Dial-Peer Forking

21. NBR vs. CUBE Dial-Peer Forking

22. 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

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

24. 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

25. AdditionalCall Recording Details

26. 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

27. 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 • Built-in bridge • 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

28. 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

29. 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

30. Mid-Call Codec Changes One call • 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 Call segment 2 Call segment 1 SIP re-INVITE CVP x1111 G.711 SessionID 123 CCID 456 Agent x9999 G.729 SessionID 789 CCID 456

31. Typical Call Scenarios and Recording Method

32. 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

33. Streaming and Playback

34. Network Streaming • Audio Streaming • 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

35. 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

36. 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

37. Video Greetings

38. Video Greetings Architecture Audio and Video Audio Audio 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 RTP Stream

39. 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

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

41. Deploying MediaSense

42. Virtual Platform 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

43. Storage • VMWare Virtual Machine appliance • 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

44. MediaSense Node Capacity

45. 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

46. MediaSense Cluster Capacity

47. 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 INVITE SIP INVITE SIP INVITE SIP REFER CUCM or CUBE

48. ConfiguringMediaSense

49. 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

50. 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