1. Network Media Recording and Streaming with Cisco MediaSense
10.5 SE Presentation

2. Presentation Agenda MediaSense Overview Network Recording22
Presentation Agenda
New In 10.5!
MediaSense Overview
Network Recording
Streaming and Playback
Deploying MediaSense
Supplementing MediaSense with Partner Integrations
Conclusions

3. MediaSense Overview

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

5. 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

6. 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

7. 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

8. Network Recording

9. 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

10. 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

11. Cisco UCM Network-Based Recording

12. 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

13. 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

14. 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
Media
Type
Gateways in
Call Flow?
Selected
Gateway
Unsecure
RTP
Yes No
Phone
Secure
sRTP

15. 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…

16. NBR - Built-in Bridge Recording
MediaSense
Built-in Bridge Invoked
(audio only)
Calling
Called
Call Flow
RTP Stream
Call Signaling
CUCM

17. 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

18. 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.
CLI’s to enable UC Services API
CLI’s to enable HTTP Server !
uc wsapi
message-exchange max-failures 100
response-timeout 0
source-address
probing interval negative 20
probing interval keepalive 255
probing max-failures 3
provider xmf
remote-url 1
remote-url 2 !
http client connection timeout <1-60>
http client connection idle timeout <1-600>
ip http server
ip http timeout-policy idle 600 life 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.

19. NBR – Gateway Recording
Dial-peer forking invoked
(audio only)
Call Flow
RTP Stream
Call Signaling

20. CUBE Dial-Peer Forking

21. NBR vs. CUBE Dial-Peer Forking
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

22. 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: :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

23. CUBE Dial-Peer Media Forking
Media Forking Invoked
MediaSense
Calling
Called
Call Flow
RTP Stream
Call Signaling
Audio and Video!

24. 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

25. Additional Call Recording Details

26. 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

27. Recording with Cisco Softphones
Cisco IP Communicator
Built-in bridge
G.711, G.722, G.729, iLBC, iSAC
Acts like 797X phone
Jabber for Windows and Mac
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

28. 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

29. Call Correlation Details
GUID is used by GWs and CUBE recording
GUID and MediaSense CCID are the same
Will carry across all segments of a single call
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
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
Hold, transfers, etc send BYE to MediaSense with no reasoning

30. Mid-Call Codec Changes
CUBE starts new recording
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
Built-in bridge will not renegotiate
Transcoder will be requested to preserve existing recording session
One call
Call segment 1
Call segment 2
SIP re-INVITE
CVP x1111
G.711
SessionID 123
CCID 456
Agent x9999
G.729
SessionID 789
CCID 456

31. Typical Call Scenarios and Recording Method
Call Type
Call Flow
UCCX / Non-CC
Recording Method
UCCE
Inbound
To Agent
Built-in Bridge (NBR)
CUBE (NBR)
CUBE (Dial-Peer Forking)
Outbound
From Agent
Consult
Office to Office

32. Call Association
New In 10.5!
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

33. Streaming and Playback

34. 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

35. 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

36. 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

37. Cisco Live 2014
4/14/2017
Video Greetings
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

38. 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

39. 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

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

41. Deploying MediaSense

42. Virtual Platform Supports VMware 5.5 and earlier
New In 10.5!
Supports VMware 5.5 and earlier
UCS E-, C-, and B-series support
OVAs
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

43. Storage VMWare Virtual Machine appliance FC, FCoE, DAS, iSCSI, and NFS
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

44. 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
4TB 4
(E-Series) 60
1.5TB
2vCPU 20 3
.33

45. MediaSense Clustering
Primary
Secondary
Database Replication
Between Primary and Secondary
Expansion nodes are media storage only
Built-in load-balancing
Each node can REFER to another node
Keepalives
Each node is aware of cluster status
2ms latency requirement
Keepalives requirement
No WAN separation
Expansion
Expansion
Expansion

46. 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) 20 4
8TB 8
(E-Series)
120
3TB
2vCPU 40 6
.67

47. MediaSense Cluster Operation
Recording!
Load and Status Aware Cluster
2ms LAN latency
Recording High Availability
CUCM SIP Trunk
CUBE Dial-Peer
MediaSense cluster awareness
SIP Refer balances load
Media location
Search and Play across cluster
Primary
Secondary
Expansion
BUSY
DOWN
SIP REFER
SIP INVITE
SIP INVITE
SIP INVITE
CUCM or CUBE

48. Configuring MediaSense

49. 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

50. Incoming Call Configurations
Instructs MediaSense how to handle calls
Assign DNs or URIs to media
Select an Action
Play Continuously
Play Once
Record Audio Only
Record Audio and Video
Reject

51. 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

52. Recording Archival Archive recordings to a SFTP server
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

53. Media Management After MediaSense install Upload media files
200GB of recording storage
1GB of upload storage
Both can be increased
Upload media files
H.264 with AAC-LC codecs
Incoming Call Configurations
Uploads are transcoded
Size will reflect all forms of uploaded media

54. 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

55. Deployment Models

56. Multiple Datacenter Deployment
Branch 1
PSTN
Partner
App
Branch 2
Datacenter 2

57. Branch or Multi-Site Recording
Choose your platform
Leverage entire UCS suite
Centralized / Simplified
Management and Control
Data archiving
Partner Apps
Quality Management
Media Management
SRST recording
CUBE media forking
Datacenter/HQ
Partner
App
Branch 2
Branch 4

58. Features and Deployment Considerations
Where to Record
How many Branches/Datacenters?
How many concurrent calls per branch?
What to Record
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?

59. Supplementing MediaSense with Partner Integrations

60. 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):
=================
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.

61. Partner Solution Considerations
Multiple Datacenter
Not all vendors support failover across datacenters
Branch deployments
Some vendors have limitations on the number of branch sites supported
Mid-call codec change
Not all vendors support MediaSense recordings where segments use different codecs
MediaSense supports a wide variety of partner applications
Helps build a complete solution to meet your specific needs
Other requirements
Archival?
Analytics?
Transcription?
Screen capture?
Examples:
Some vendors don’t support mid-call codec change
Some vendors have limit to max number of MediaSense clusters for scale and small # of branches
Datacenter HA complications: Active/Standby vs. Active/Active
Some vendors are able to playback from MediaSense directly, others have to download first.
etc.

62. Conclusions

63. Key Takeaways for MediaSense 10.5
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 Greetings with Unity Connection
Video on Hold with Unified Communications Manager
Video in Queue with CVP and Remote Expert
Video IVR with CVP
Simple configuration and operation
REST-based API access for additional development
Partner applications offer additional features

64. More Information MediaSense 10.0 SRND MediaSense Developer Resources
center/mediasense/10/srnd/CUMS_BK_MC36D963_00_mediasense- srnd.html
MediaSense Developer Resources
rview/

65. Cisco Live 2014
4/14/2017

66. Appendix – Call Scenarios

67. Non-CC/UCCX Inbound Calls

68. Inbound to Local Phone - BiB

69. Inbound to Local Phone - CUBE

70. Inbound to Local Phone – NBR
CUBE Only

71. Inbound to Remote IP Phone - BiB
Built-In Bridge will require double the bandwidth

72. Inbound to Remote IP Phone - CUBE

73. Inbound to Remote IP Phone – NBR

74. Inbound to Remote POTS Phone - CUBE
Home Phone or
Single Number Reach
CUBE Only

75. UCCE Inbound Calls

76. Inbound to Agent Phone – BiB

77. Inbound to Agent Phone – CUBE
Must use CTIOS to get GUID, otherwise cannot correlate metadata: Cisco GUID (MediaSense CCID) to Agent name/ID
CTIOS must be used to get the GUID

78. Inbound to Agent Phone – NBR
CVP being between CUCM and the GW make NBR unsupportable.

79. Outbound Calls

80. Outbound to PSTN – Non-Agent

81. Outbound to PSTN – Agent

82. Consultation Calls

83. Cisco Live 2014
4/14/2017
Consultation - BiB

84. Consultation - CUBE

85. Consultation - NBR
CUBE Only 85