Cisco MediaSense 8.5(4) Configuration for Unified System Release 9.0(1)

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The configuration information is based primarily on system testing performed in a contact center solution environment during Cisco Unified Communications system release 9.0(1). TIP: Search for related test cases in System Test Results for Contact Center.

This topic does not contain detailed step-by-step procedures; for detailed information about installing, configuring, and administering MediaSense refer to the Installation and Administration Guide for Cisco MediaSense Release 8.5(4).

Contents

Design

For information on design considerations and guidelines for deploying MediaSense see the Cisco Solution Reference Network Design for Cisco MediaSense Release 8.5(4).

For information on specific deployments and sites where system testing was performed, see Test Bed 1: Unified CCE with Unified CVP Post-Routed Call Flow, Local and Remote Agents.

Topologies

This section provides information about the MediaSense deployment in the system validation contact center solution integration test bed. During Cisco Unified Communications system testing, various components including Cisco Unified Border Element (Unified Border Element), Cisco Unified Contact Center Enterprise (Unified CCE), and Cisco Unified Customer Voice Portal (Unified CVP) were installed and tested in multiple sites in the System Verification test environment. The topology includes MediaSense on Cisco Unified Computing System (Cisco UCS) C-series and Cisco UCS Express (SRE) separated over a WAN from the Cisco Unified Communications Manager (Unified Communications Manager) and Unified Border Element.

Component Deployment

The following provides a non-site specific overview of the components deployed in the test bed and that participated in the MediaSense configuration. MediaSense is a SIP-based, network-level service that provides voice and video media recording capabilities for other network devices. Fully integrated into Cisco's Unified Communications architecture, MediaSense automatically captures and stores every Voice over IP (VoIP) conversation which traverses appropriately configured Unified Communications Manager IP phones or Cisco Unified Border Element devices.

MediaSense allows you to record a conversation from different perspectives, depending on your needs; either through a Cisco IP Phone or a Unified Border Element device.

  • Recordings forked by an agent's phone are taken from that phone's perspective: any media flowing to or from that phone is recorded. If the call is transferred to another phone, the remainder of the conversation is not recorded (unless the target phone has recording enabled as well), because the forking phone is no longer involved.
  • Recordings forked by Unified Border Element, offer the perspective of the caller. All media flowing to or from the caller is recorded, no matter how many times the call is transferred inside the enterprise. Even interaction between the caller and an Interactive Voice Response (IVR) system, where no actual phone is involved, is recorded.
901CVPSIPDeployment.png

Call Flow Diagram

This section provides examples of call flows in the two primary MediaSense scenarios.

Recordings forked by Agent Phone:

901CVPSIPCallFlow1.jpg

Recordings forked by Unified Border Element:

901CVPSIPCallFlow2.jpg

Configuration

This section provides the high-level tasks and related information for configuring MediaSense.

The following tables provide this information:

  • Configuration Tasks: List of high-level configuration tasks
  • System Test Specifics: System test variations from procedures and settings documented in the product documentation.
  • More Information: Links to product documentation for detailed configuration information related to the high-level tasks.

NOTE: Default and recommended values specified in the product documentation were used during system testing, unless otherwise noted in the System Test Specifics column.

Table 1: MediaSense Configuration

Configuration Tasks System Test Specifics More Information
1. Configure the MediaSense primary and secondary servers   See

Installation and Administration Guide for Cisco MediaSense, Release 8.5(4)

2. Configure Unified Communications Manager   See

Unified CM Configuration

3. Configure Unified Border Element   See

Unified Border Element Configuration

Related Documentation

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