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UC500 Integration with Telrex Call Recording Server (CallRex)

UC500 Integration with Telrex Call Recording Server (CallRex). Cisco Small Business Communications System Partner Application June 2009. About Telrex: Call Recording and Workforce Optimization Solutions. Telrex brings enterprise-class technology to small- and medium-sized businesses.

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UC500 Integration with Telrex Call Recording Server (CallRex)

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  1. UC500 Integration with Telrex Call Recording Server (CallRex) Cisco Small Business Communications System Partner Application June 2009

  2. About Telrex: Call Recording and Workforce Optimization Solutions • Telrex brings enterprise-class technology to small- and medium-sized businesses. • Telrex’s products are: scalable to thousands of users, affordable, practical for businesses of all sizes. • Founded in 2000; Cisco Technology Developer Partner for 5+ years. • Innovative packet-based call recording and monitoring. • Cisco Skinny licenses included with CallRex software. • Supports call recording on Cisco’s UC 500, Unified Communications Manager, and Unified Contact Center platforms. • Sold through over 200 Cisco Value Added Resellers worldwide. • Focused on delivering easy and affordable solutions. • Subscription-based licensing options available with suggested retail prices starting as low as $12 per user per month.

  3. Over 200 Joint Telrex / Cisco Resellers

  4. Joint Telrex / Cisco Customers

  5. Telrex Products: VoIP Call Recording and Call Center Optimization Solutions

  6. Why Record and Monitor Employee Interactions? • Businesses and call centers record and monitor telephone and computer activity to achieve key objectives: • Achieve regulatory compliance • Enhance customer satisfaction • Limit legal liability • Improve employee productivity • Increase security

  7. Features and Benefits CallRex Call Recording software enables the following features: Supervisors monitor, record on-demand, and retrieve call recordings View real-time status of users Silently monitor calls Record 100% of calls Set triggers for automatic recording Record calls on-demand Configure users into recording groups Easily search, retrieve and playback calls Export call recordings for email, link to CRM and more Benefits include: Reduced Costs Simple Installation Easy Maintenance No Interference Scalable

  8. Solution Components Smart Business Communications System, Release 1.5 Software: Cisco Configuration Assistant (CCA) version 2.0 Software Pack 7.0.3 or above Unified Communications 500 System (UC500) ESW-500 Series Switch Switch Port Analyzer (SPAN) feature Any IP Phone model (CP-500, 79XX or SPA525G) and Cisco IP Communicator (CIPC) CallRex Server (Windows XP, 2003 Server) CallRex client for remote access to the application

  9. Affordable Subscription-Based Licensing • Telrex software is licensed through a subscription-based model. • Suggested retail price for licenses begins at $12 per user per month, billed every 90 days. • Telrex makes it easy by coordinating billing with end-users and remitting commission payments to resellers. • Technical support services and access to product upgrades are included with the licenses throughout the life of the contract. • 2 year subscription contracts are preferred, 1 year contracts are also available.

  10. Target UC500 Customer The target customerfor this integration is a small customer site, where only 8 end users or less need to be monitored at any given time. For larger deployments, Unified Communications Manager Express (UCME) and the Catalyst switches must be positioned However, if only PSTN calls need to be monitored, port mirroring can be enabled on the ESW500 Switch for the expansion port (trunk, G1 for example), in which case more than 8 phones (any phone connected to a downstream switch) can be monitored

  11. Network Topology – Deployment Model CALLREX SERVER DIRECTLY CONNECTED TO THE ESW500, TRUNK PORT DEFINED AS SOURCE AND PHONES CONNECTED TO UPSTREAM SWITCHES Basic port mirroring configuration of the ESW switch ports. Traffic source is the Expansion trunk port directly attached to the UC500. Destination has to be on the same switch.

  12. Configuring Port Mirroring on ESW500 CCA can be used to configure port mirroring, but only eight (8) source ports are supported. Source VLAN for port mirroring is NOT supported on the ESW switch. In the following example, three IP phones are connected to ports 1, 2 and 3 respectively. The CallRex server is connected to port 24 of the ESW500: To configure port mirroring, do the following: 1) Open CCA and navigate to Configure>>Switching>>Smartports. 2) Click on port 24 and change its role to “Other”. Click OK and apply your changes. 3) Navigate to Configure>>Ports>>Port Mirroring. 4) Select port 24 as the destination and ports G1 as the source. Ensure that Transmit and Receive is selected for this port. Click OK and Apply:

  13. Configuring the CallRex Server Detailed installation and configuration instructions are provided with the CallRex software documentation Visit www.cisco.com/go/smallbizsupport for additional information about this integration

  14. Call Recording and Playback The CallRex client can be used to monitor real time recording of phone calls. Sessions can be identified by called and called number On demand recording available Supervisor can do silent monitoring of agents

  15. Additional Considerations A maximum of eight (8) simultaneous monitored sources are supported on the ESW500 switch. If the mirroring source is the expansion trunk port of the ESW500, then there is no limit in the amount of phones that can be monitored. However, only external call (PSTN) can be recorded in this case. The users defined in the CallRex Server are independent from the IP phone users in CCA The Catalyst Express Switch (CE500) is not supported with the IP Call Recording CallRex Server. On the ESW500, port-mirroring sessions must be defined using individual source ports, and not for the entire voice VLAN. On the ESW500, one single destination for each mirroring session is supported. Both source and destination ports need to reside on the same physical switch. Port SPAN across multiple switches (RSPAN) is not supported. The CallRex Server Network Interface Cards (NIC’s) must support tagged (VLAN) frames for its capture interface. Secure Real Time Protocol (SRTP) must be disabled for Call Recording to operate. CallRex only supports G.711 a-law, G.711 Mu-law and G.729A audio codec’s For Extension Mobility users, two CallRex licenses are needed Dual-NIC deployments of the CallRex server are recommended, for remote access by the CallRex Client. Notice that the destination SPAN port will have limited connectivity (as SPAN port is a “transmit” only port) SPA525G phone supported in wired mode ONLY.

  16. Support and Documentation For more information, including a detailed Application Note describing this integration, visit the SBCS Small Business Support Community at the following URL: http://www.myciscocommunity.com/community/smallbizsupport For Telrex Technical Support, contact +1 425-827-6156 6:00AM to 5:00 PM Monday through Friday, Pacific Time. Free customer support is available during your 14-day trial. Contact Telrex: 8512 122nd Avenue NE, Suite 321Kirkland, WA 98033 Phone +1 425-827-6156 Fax +1 425-803-3323 www.telrex.com/cisco_call_recording.htm sales@telrex.com | support@telrex.com

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