/mcpFigure 10: Automatic Call Recording In this example of an automatic call recording session, the following entities participate: • The customer call originates from DN1000 deviceA. • The agent receives the call at DN2000 deviceB. During an automatic call recording session, the following steps take place: 1. A customer, partyA (the far-end party) with DN1000, calls into the call center. 2. The call routes to the agent, who is partyB with DN2000. The agent answers the call. The agent IP phone starts to exchange media streams with the customer. 3. Because the agent line appearance is configured for automatic recording, the recording session for the media streams automatically gets triggered. Cisco Unified Communications Manager first makes a recording call to the built-in bridge (BIB) of the agent IP phone for the agent voice. 4. Cisco Unified Communications Manager makes the second recording call to the BIB of the agent IP phone for the customer voice. 5. The recorder receives and answers the recording call setup messages that are sent from Cisco Unified Communications Manager for the agent voice through a SIP trunk. The agent IP phone starts to fork the agent voice stream to the recorder. 6. The recorder receives and answers the recording call setup messages that the Cisco Unified Communications Manager sends for the customer voice through a SIP trunk. The agent IP phone starts to fork the customer voice stream to the recorder. In previous releases, the INVITE message contained only near-end information, but customer information was unknown. A CTI connection to Cisco Unified Communications Manager was required to obtain the customer information. The two INVITE messages for the two separate voice streams contain the same near-end and far-end call information. The only difference in the two From headers is the first x-parameter, which indicates whether the call is for the near-end voice stream or for the far-end voice stream. X-nearend indicates the near-end voice stream. X-farend indicates the far-end voice stream. The INVITE message that is explained here (another INVITE message gets sent) contains the agent recording call. • Record the header information of the INVITE messages from step 5 and step 6. The SIP header enhancement feature adds the information in bold text to the INVITE message headers. • For the calls recorded from the Local CTI Port, the near end would be the Local CTI Port (LCP - representing the Mobile Agent) and the far end will be the caller. For the calls recorded from the Remote CTI Port (RCP), the near end is the caller and the far end is the Mobile Agent. Note 9