Network Media Recording and
Streaming with Cisco MediaSense
10.5 SE Presentation
Presentation Agenda
New In 10.5!

MediaSense Overview

Network Recording

Streaming and Playback

Deploying MediaSense

Supplementing MediaSense with Partner Integrations

Conclusions
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2
MediaSense Overview
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3
Cisco MediaSense
Network
Recording &
Playback
Network
Streaming
Eco-System
Cisco MediaSense
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4
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

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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
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MediaSense Simplicity

SIP Interface



SIP
Search and Play




Listens for SIP calls
Record and playback audio and video
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
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Search
And
Play
APIs
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Network Recording
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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
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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
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Network-Based Recording Basics

Allows UCM routed calls to be recorded


Centralizes recording policy control




Regardless of device, location, or geography
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
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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
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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
Preferred
Recording Source
Gateway
Phone
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Media
Type
Gateways in
Call Flow?
Selected
Recording Source
Unsecure
RTP
Yes
Gateway
No
Phone
Secure
sRTP
Yes
Phone
No
Phone
Unsecure
RTP
Yes
Phone
No
Phone
Secure
sRTP
Yes
Phone
No
Phone
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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…
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NBR - Built-in Bridge Recording
MediaSense
Built-in Bridge
Invoked
(audio only)
Calling
Called
Call Flow
RTP Stream
Call Signaling
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CUCM
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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
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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.
!
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
!
!
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CLI’s to enable UC Services
API
CLI’s to enable HTTP Server
!
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.
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NBR – Gateway Recording
Call Flow
RTP Stream
Call Signaling
Dial-peer
forking invoked
(audio only)
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NBR vs. CUBE Dial-Peer Forking
CUBE
Network-based Recording
Added to CUBE dial-peer configuration
Added to CUCM configuration
Controlled by dial-peer selection
Controlled by recording profile assigned to line
Full-Time recording only
Full-time and selective recording
Audio and video call recording
Audio-only call recording
Anchored at CUBE until released
Forking device can change throughout call
CUBE is forking device
CUBE or phone is forking device
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CUBE Dial-Peer Media Forking

CUBE ISR G2 platforms supported

CUCM independent


Requires both legs to be SIP



SIP Trunk direct from CUBE to MediaSense
Inbound and Outbound leg
May need to make use of loop-around if TDM
Record on inbound and/or outbound dial-peer
© 2013-2014 Cisco and/or its affiliates. All rights reserved.
media class 3
Forking
recorder parameter
Definition
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 Enables Forking on
Dial-Peer
no vad
!
dial-peer voice 301 voip
description Recording Forking Dial-Peer
destination-pattern 9829
Points to
signaling forward none
MediaSense
session protocol sipv2
session target ipv4:10.99.150.42:5060
session transport tcp
voice-class sip options-keepalive
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CUBE Dial-Peer Media Forking
MediaSense
Media Forking
Invoked
Calling
Called
Call Flow
RTP Stream
Call Signaling
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Audio and Video!
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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
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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

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Recording with Cisco Softphones

Cisco IP Communicator




Jabber for Windows and Mac




Built-in bridge
G.711, G.722, G.729, iLBC, iSAC
Acts like 797X phone
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
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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
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Call Correlation Details

GUID is used by GWs and CUBE recording



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



GUID and MediaSense CCID are the same
Will carry across all segments of a single call
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
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Mid-Call Codec Changes
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
One call
Call segment 1
CVP x1111
G.711
SessionID 123
CCID 456
re-INVITE
CUBE starts new recording
SIP

Call segment 2
Agent x9999
G.729
SessionID 789
CCID 456
Built-in bridge will not renegotiate

Transcoder will be requested to preserve existing recording session
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Typical Call Scenarios and Recording Method
Call Type Call Flow
Inbound
To Agent
Outbound
From Agent
Consult
Office to
Office
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UCCX / Non-CC
UCCE
Recording Method Recording Method
Built-in Bridge (NBR)
CUBE (NBR)
CUBE (Dial-Peer Forking)
Built-in Bridge (NBR)
CUBE (NBR)
CUBE (Dial-Peer Forking)
Built-in Bridge (NBR)
Built-in Bridge (NBR)
CUBE (Dial-Peer Forking)
Built-in Bridge (NBR)
CUBE (NBR)
Built-in Bridge (NBR)
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Call Association

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
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New In 10.5!
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Streaming and Playback
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Network Streaming

Audio Streaming



Video Streaming





RTSP for playback of stored sessions
RTSP for real-time monitoring / listening of active sessions
Video
Video
Video
Video
on Hold for CUCM
during Native Queuing
in Queue for Remote Expert Solutions
Greetings with Unity Connection
Download


Recordings can be exported to AAC/MP4 or PCM/WAV
Export using S&P portal or API
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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
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Video on Hold

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
2 - INVITE

MediaSense
1- HOLD
CUCM
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Video Greetings
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Video Greetings Architecture
Audio and Video
Audio
Audio RTP Stream
Video 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
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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

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Finesse with UCCX Integration

Recording control


Finesse workflow scripting
Search by
AgentID
 TeamID
 CSQID


Supervisor S&P Gadget

Playback / Export to Wav

Customizable Widget
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Deploying MediaSense
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Virtual Platform
Supports VMware 5.5 and earlier
 UCS E-, C-, and B-series support


OVAs




New In 10.5!
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
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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

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MediaSense Node Capacity
OVA Size
Max
Sessions
Max API
Requests
Max Calls
Per Second
Max Cluster
Size
Max Media
Storage per
Node
Max 1080p
Video
Streams
7 vCPU
200
15
2
5
12TB
40
4vCPU
(B/C-Series)
100
10
2
2
4TB
4
4vCPU
(E-Series)
60
10
2
2
1.5TB
2
2vCPU
(B/C-Series)
20
3
.33
2
4TB
2
2vCPU
(E-Series)
20
3
.33
2
1.5TB
2
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MediaSense Clustering
Primary

Secondar
y
Database Replication
Between Primary and Secondary
 Expansion nodes are media storage only


Built-in load-balancing


Keepalives


Each node can REFER to another node
Each node is aware of cluster status
Expansion
Expansion
2ms latency requirement
Keepalives requirement
 No WAN separation

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Expansion
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MediaSense Cluster Capacity
OVA
Max
Sessions
Max API
Requests
Max Calls
Per Second
Max Media
Storage per
Cluster
Max 1080p
Video
Streams
7 vCPU
1000
30
10
60TB
200
4vCPU
(B/C-Series)
200
20
4
8TB
8
4vCPU
(E-Series)
120
20
4
3TB
4
2vCPU
(B/C-Series)
40
6
.67
8TB
4
2vCPU
(E-Series)
40
6
.67
3TB
4
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MediaSense Cluster Operation

Load and Status Aware Cluster


2ms LAN latency
Recording High Availability



SIP Refer balances load

Media location

Primary
Secondary
BUSY
DOWN
Expansion
SIP INVITE

CUCM SIP Trunk
CUBE Dial-Peer
MediaSense cluster awareness
Recording!
Search and Play across cluster
CUCM or CUBE
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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
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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
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Pruning Recordings

Prune Policy determines how long to
hold media
From 1 to 3650 days (10 years)
 Select how to handle associated data
 Disable pruning


In 10.0 release this will affect
Recordings from UCM/CUBE
 Video Greetings
 No affect on uploaded media


3rd Party Integrations (APIs)

Download and/or delete
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Recording Archival
New In 10.5!

Archive recordings to a SFTP server

Recordings exported as MP4 files

Schedule time to start archival


Includes duration to archive
Associated metadata exported
JSON-based text file
 Maintain call information
 Easy search capability

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Media Management

After MediaSense install




Upload media files



200GB of recording storage
1GB of upload storage
Both can be increased
H.264 with AAC-LC codecs
Incoming Call Configurations
Uploads are transcoded

Size will reflect all forms of uploaded media
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Basic Steps to Call Recording

MediaSense

Install MediaSense

Step through the configuration wizard upon first login to MediaSense

Setup Incoming Call Configuration for recording

Configure pruning and/or archival if required

Communications Manager

Create Recording Profile in UCM

Enable built-in bridge on device(s) in UCM (Service Parameter or device)

Attach Recording Profile to line

Place calls
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Multiple Datacenter Deployment
Datacenter 1
Branch 1
PSTN
Partner
App
Branch 2
Datacenter 2
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Branch or Multi-Site Recording

Choose your platform



Branch 3
Datacenter/HQ
Management and Control
Data archiving
Partner Apps



Leverage entire UCS suite
Centralized / Simplified


Branch 1
Quality Management
Media Management
SRST recording

CUBE media forking
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Branch 2
Branch 4
Partner
App
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Features and Deployment Considerations

Where to Record



What to Record





How many Branches/Datacenters?
How many concurrent calls per branch?
Record internal calls and/or inbound/outbound?
Full-time recording or on-demand?
BiB or CUBE?
SRST Recording?
What to keep



Retention requirements? How long? How much?
Centralized archiving?
Encryption required?
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Supplementing MediaSense
with Partner Integrations
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Building a Solution on MediaSense
NICE QM, AQO
Calabrio QM, AQM
• Quality Management
• Agent grading
• Screen Recording
Advanced applications
•
•
•
•
Speech analytics
Interaction analytics
Real-time privacy control
On-demand recording
NICE Interaction
Management
Calabrio
Search
& Play
• Enhanced
S&P
• Enhanced archiving
• Media encryption
• Selective recording via CTI
• Multi-site content management
MediaSense Standalone
• Audio and video call recording
• Search & Play
• Live Monitor
• Native High-Availability
• G.711, G.729, G.722, H.264
• Save-to-desktop (AAC/MP4)
• Archiving and content pruning
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Partner Solution Considerations

Multiple Datacenter


Branch deployments


Not all vendors support MediaSense recordings where segments use different codecs
MediaSense supports a wide variety of partner applications


Some vendors have limitations on the number of branch sites supported
Mid-call codec change


Not all vendors support failover across datacenters
Helps build a complete solution to meet your specific needs
Other requirements




Archival?
Analytics?
Transcription?
Screen capture?
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Conclusions
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Key Takeaways for MediaSense 10.5

Network-based media recording, playback, and streaming



Single node capable of performing all functions
Flexible deployment scenarios
Enhance Cisco Collaboration Video experience




Video
Video
Video
Video
Greetings with Unity Connection
on Hold with Unified Communications Manager
in Queue with CVP and Remote Expert
IVR with CVP

Simple configuration and operation

REST-based API access for additional development

Partner applications offer additional features
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More Information

MediaSense 10.0 SRND


http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_
center/mediasense/10/srnd/CUMS_BK_MC36D963_00_mediasensesrnd.html
MediaSense Developer Resources

https://developer.cisco.com/site/collaboration/recordings/mediasense/ove
rview/
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Thank you.
Appendix – Call Scenarios
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Inbound to Local Phone - BiB
MediaSense
PSTN
Call Flow
Integrated
App
RTP Stream
Call Signaling
CUCM
JTAPI / API
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Inbound to Local Phone - CUBE
MediaSense
PSTN
Call Flow
Integrated
App
RTP Stream
Call Signaling
CUCM
JTAPI / API
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Inbound to Local Phone – NBR
MediaSense
PSTN
Call Flow
Integrated
App
RTP Stream
Call Signaling
JTAPI / API
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CUBE
Only
CUCM
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Inbound to Remote IP Phone - BiB
Built-In Bridge will
require double the
bandwidth
MediaSense
PSTN
Internet
Call Flow
Integrated
App
RTP Stream
Call Signaling
CUCM
JTAPI / API
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Inbound to Remote IP Phone - CUBE
MediaSense
PSTN
Internet
Call Flow
Integrated
App
RTP Stream
Call Signaling
CUCM
JTAPI / API
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Inbound to Remote IP Phone – NBR
MediaSense
PSTN
Internet
Call Flow
Integrated
App
RTP Stream
Call Signaling
CUCM
JTAPI / API
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Inbound to Remote POTS Phone - CUBE
MediaSense
PSTN
PSTN
Home Agent
Call Flow
Integrated
App
RTP Stream
Call Signaling
JTAPI / API
© 2013-2014 Cisco and/or its affiliates. All rights reserved.
CUBE
Only
CUCM
Home Phone or
Single Number
Reach
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Inbound to Agent Phone – BiB
MediaSense
PSTN
Call Flow
Integrated
App
RTP Stream
Call Signaling
CUCM
JTAPI / API
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Inbound to Agent Phone – CUBE
MediaSense
PSTN
Call Flow
Integrated
App
RTP Stream
Call Signaling
JTAPI / API
© 2013-2014 Cisco and/or its affiliates. All rights reserved.
CUCM
CTIOS must be used
to get the GUID
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Inbound to Agent Phone – NBR
MediaSense
PSTN
Call Flow
Integrated
App
RTP Stream
Call Signaling
CUCM
JTAPI / API
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Outbound to PSTN – Non-Agent
MediaSense
PSTN
Call Flow
Integrated
App
RTP Stream
Call Signaling
CUCM
JTAPI / API
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Outbound to PSTN – Agent
MediaSense
PSTN
Call Flow
Integrated
App
RTP Stream
Call Signaling
CUCM
JTAPI / API
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Consultation - BiB
MediaSense
PSTN
Call Flow
Integrated
App
RTP Stream
Call Signaling
CUCM
JTAPI / API
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Consultation - CUBE
MediaSense
PSTN
Call Flow
Integrated
App
RTP Stream
Call Signaling
CUCM
JTAPI / API
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Consultation - NBR
MediaSense
PSTN
Call Flow
Integrated
App
RTP Stream
Call Signaling
JTAPI / API
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CUBE
Only
CUCM
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