McDewey

Three-Way Conference - Automatic Recording This scenario illustrates a single network-based recording example with a three-way conference. Automatic recording is configured with the gateway as the preferred recording source. This single call flow requires three separate recording sessions, each for separate segments of the call. First Recording – Agent 1 answers external call 1. External caller calls into enterprise. Agent 1 answers 2. Agent 1 has 1x1 conversation with caller 3. Gateway forks recording media to a recording server Second Recording – Three-way conference 1. Agent 1 presses Conference and adds Agent 2. Initial recording session ends. 2. Three-way conference is set up between Agent 1, Agent 2 and external caller. 3. Agent 1’s phone BiB forks media to a recording server. Third Recording – Agent 1 drops, Agent 2 takes over 1. Agent 1 drops from call, ending the conference and BiB recording session 2. Agent 2 takes over call with a 1x1 call with external Caller. 3. Gateway forks recording media to recording server. Explanation for BiB recording in 4-6 even though Gateway is Preferred Phone-based BIB recording is used when the call is conferenced (recording session 2) because the call media no longer travels between the phone and gateway directly. Instead, media travels between the gateway and conference bridge (CFB) and between the conference bridge and agent phones. Since Unified CM call recording is configured for an agent's phone line and cannot be initiated on the conference bridge, phone-based BiB recording is used for the conferencing portion. 7