The Call Recording feature provides two ways of recording the conversations between the agent and thecustomer: automatic call recording and selective call recording. A line appearance configuration determines which mode is enabled. Administrators can configure no recording, automatic recording of all calls, orselective recording for a line appearance. In selective call recording, recording can be initiated using a softkey or programmable line key assigned to the device, a CTI-enabled application, or both interchangeably. Selective recording supports two modes: silent recording and user recording. In the silent recording mode, the call recording status is not reflected on the Cisco IP device display. Silent recording is typically used in a call center environment to enable a supervisor to record an agent call. A CTI-enabled application running on the supervisor desktop is generally used to start and stop the recording for the agent-customer call. In the user recording mode, the call recording status is reflected on the Cisco IP device display. A recording may be started or stopped using a softkey, programmable line key, or CTI-enabled application running on the user desktop. The recording configuration on a line appearance cannot be overridden by an application. TSP will report ‘Recording type’ information to app in devSpecificData of LineDevCapsstructure. Whenever there is a change in ‘Recording Type’, TSP will send LINE_DEVSPECIFIC (SLDSMT_LINE_PROPERTY_CHANGED with indication of LPCT_RECORDING_TYPE) event to application. If the automatic call recording is enabled, a recording session will be triggered whenever a call is received or initiated from the line appearance. When the application invoked call recording is enabled, application can
start a recording session by using CCiscoLineDevSpecificStartCallRecording (SLDST_START_CALL_RECORDING) on the call after it becomes active. The selective recording can
occur in the middle of the call, whereas the automatic recording always starts at the beginning of the call. The recorder is configured in CallManager as a SIP trunk device. Recorder DN can not be overridden by an application.
TSP will provide start recording request in lineDevSpecific to app for establishing a recording session. Application need to provide toneDirection as input to TSP in the start recording request. The result of the recording session is that the two media streams of the recorded call (agent-customer call) is being relayed from agent’s phone to the recorder. TSP will provide agent’s CCM Call Handle in the devSpecificData of LINECALLINFO.
TSP will inform the application when recording starts on its call by sending LINE_CALLDEVSPECIFIC (SLDSMT_RECORDING_STARTED) event. TSP will provide recording call attribute information (deviceName, DN, Partition) in devspecific data of LINECALLINFO after recording starts. The recording session will be terminated when the call is ended or if app sends stop recording request to TSP through lineDevSpecific – CciscoLineDevSpecificStopCallRecording
(SLDST_STOP_CALL_RECORDING).TSP will inform agent by sending LINE_CALLDEVSPECIFIC(SLDSMT_RECORDING_ENDED) when recording is stopped by stop recording request. Both recording and monitoring get supported only for IP phones/CTI supported phones that are running SIP and within one cluster. It can be invoked only on phones that support built in bridges. Also built in bridge should be turned on to monitor or record calls on a device. Monitoring party does not need to have a BIB configured. Recording and monitoring will not be supported for secure calls in this phase.