Cisco MediaSense 10.5 AM Deck

Note on Forward-Looking Statements, GAAP compliance Document contains confidential material, and shared under valid non-disclosure agreement. Many of the products and features described herein remain in varying stages of development and will be offered on a when-and-if-available basis. This roadmap is subject to change at the sole discretion of Cisco, and Cisco will have no liability for delay in the delivery or failure to deliver any of the products or features set forth in this document.

MediaSense Overview

Network Recording & Playback Network Streaming Eco-System Cisco MediaSense Network Recording & Playback Network Streaming Eco-System Cisco MediaSense

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

How to use MediaSense Call Recording Video Greetings 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

MediaSense Simplicity SIP SIP Interface Listens for SIP calls Record and playback audio and video Search and Play 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 Search And Play APIs

Network Recording

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

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

Network-Based Recording Basics Allows UCM routed calls to be recorded Regardless of device, location, or geography Centralizes recording policy control 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

CUBE Dial-Peer Media Forking media class 3 recorder parameter 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 no vad dial-peer voice 301 voip description Recording Forking Dial-Peer destination-pattern 9829 signaling forward none session protocol sipv2 session target ipv4:10.99.150.42:5060 session transport tcp voice-class sip options-keepalive Forking Definition CUBE ISR G2 platforms supported CUCM independent SIP Trunk direct from CUBE to MediaSense Requires both legs to be SIP Inbound and Outbound leg May need to make use of loop-around if TDM Record on inbound and/or outbound dial-peer Enables Forking on Dial-Peer Points to MediaSense

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

Streaming and Playback

Network Streaming Audio Streaming Video Streaming Download RTSP for playback of stored sessions RTSP for real-time monitoring / listening of active sessions Video Streaming Video on Hold for CUCM Video during Native Queuing Video in Queue for Remote Expert Solutions Video Greetings with Unity Connection Download Recordings can be exported to AAC/MP4 or PCM/WAV Export using S&P portal or API

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

Video on Hold MediaSense 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 3 - VoH 2 - INVITE 1- HOLD CUCM

Video Greetings Cisco Live 2014 4/14/2017 Video Greetings is the first phase of Video Messaging in Unity Connection Supports UCM-integrated video IP phones and Jabber endpoints Leverages MediaSense for Video Recording and Playback MediaSense is Cisco’s common media platform Video on Hold Live Record Remote Expert Compliance Recording Storage and Playback

Finesse with UCCX Integration Recording control Finesse workflow scripting Search by AgentID TeamID CSQID Supervisor S&P Gadget Playback / Export to Wav Customizable Widget

Supplementing MediaSense with Partner Integrations

Building a Solution on MediaSense Advanced applications Speech analytics Interaction analytics Real-time privacy control On-demand recording NICE QM, AQO Calabrio QM, AQM Quality Management Agent grading Screen 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 This paragraph explains why encryption doesn't help to meet PCI compliance but pause/resume could (my emphasis for clarity): ================= https://www.pcisecuritystandards.org/documents/protecting_telephone-based_payment_card_data.pdf Protecting Telephone-based Payment Card Data March 2011 Recap: The PCI SSC FAQ PCI SSC FAQ 5362 – Are audio/voice recordings containing cardholder data  and/or sensitive authentication data included in the scope of PCI DSS?  This response is intended to provide clarification for call centers that record cardholder  data in audio recordings, and applies only to the storage of card validation codes and  values (referred to as CAV2, CVC2, CVV2 or CID codes by the payment brands). It is a violation of PCI DSS Requirement 3.2 to store any sensitive authentication data,  including card validation codes and values, after authorization even if encrypted. It is therefore prohibited to use any form of digital audio recording (using formats such  as WAV, MP3, etc.) for storing CAV2, CVC2, CVV2 or CID codes after authorization if  that data can be queried; recognizing that multiple tools exist that potentially could  query a variety of digital recordings. Where technology exists to prevent recording of these data elements, such technology  should be enabled. If  these recordings cannot be data-mined, storage of CAV2, CVC2, CVV2 or CID  codes after authorization may be permissible as long as appropriate validation has  been performed. This includes the physical and logical protections defined in PCI DSS  that must still be applied to these call-recording formats. This requirement does not supersede local or regional laws that may govern the  retention of audio recordings.