/mcpC H A P T E R 13 Recording • Recording Overview, on page 129 • Recording Prerequisites, on page 132 • Recording Configuration Task Flow, on page 133 • Recording Call Flow Examples, on page 142 • Recording Interactions and Restrictions, on page 142 Recording Overview Call recording is a Unified Communications Manager feature that enables a recording server to archive agent conversations. Call recording is one of the essential features in call centers, financial institutions and other enterprises. The call recording feature sends copies of the agent and the end-user media streams to the recording server over a SIP trunk. Each media stream is sent separately in an effort to best support a wide range of voice analytic applications. Unified Communications Manager offers IP phone-based or network-based recording. • In IP phone based recording, recording media is sourced from the phone. The phone forks two media streams to the recording server. • In network-based recording, recording media can be sourced from either the phone or the gateway. When you implement network-based recording, the gateway in your network must connect to Unified Communications Manager over a SIP trunk. Unified Communications Manager supports call recording in both single cluster and multi-cluster environments and offers three different recording modes: • Automatic Silent Recording—Automatic silent recording records all calls on a line appearance automatically. Unified Communications Manager invokes the recording session automatically with no visual indication on the phone that an active recording session is established. • Selective Silent Recording—A supervisor can start or stop the recording session via CTI-enabled desktop. Alternatively, a recording server can invoke the session based on predefined business rules and events. There is no visual indication on the phone that an active recording session is established. • Selective User Call Recording—An agent can choose which calls to record. The agent invokes the recording session through CTI-enabled desktop, or by a softkey or programmable line key. When selective user call recording is used, the Cisco IP phone displays recording session status messages. Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs 129