Quick Start Steps - Cisco

Quick Start Steps - Cisco

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

2013-2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 2 MediaSense Overview 2013-2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 3 Cisco MediaSense Network Network Recording & Streaming Playback Cisco MediaSense 2013-2014 Cisco and/or its affiliates. All rights reserved. Eco Cisco Confidential 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 2013-2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

5 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

2013-2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 6 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 2013-2014 Cisco and/or its affiliates. All rights reserved. Search And Play APIs Cisco Confidential 7 Network Recording 2013-2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 8

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 2013-2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 9

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 (doesnt 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

2013-2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 10 Cisco UCM Network-Based Recording 2013-2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 11 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 2013-2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 12 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 2013-2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 13 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 2013-2014 Cisco and/or its affiliates. All rights reserved. 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 Cisco Confidential

14 NBR - Built-in Bridge Recording Most Cisco IP Phone models have a BiB MediaSense Documentation Both SIP and SCCP are supported CUCM controls phones BiB Built-in bridge copies both streams Inbound stream and outbound stream Phone, conference bridge, gateway, etc 2013-2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

15 NBR - Built-in Bridge Recording MediaSense Callin g Called Built-in Bridge Invoked (audio only) Call Flow RTP Stream Call Signaling 2013-2014 Cisco and/or its affiliates. All rights reserved. CUCM Cisco Confidential 16 NBR Gateway Recording Supported with MediaSense 10.0 and higher

Interface with UCM must be SIP Router platform must supports the UC Services Interface Not supported for H323 or MGCP based calls 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 Doesnt support media forking

2013-2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 17 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 ! ! 2013-2014 Cisco and/or its affiliates. All rights reserved. CLIs to enable UC Services API CLIs 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 IDs, 1 (for Subscriber 1) and 2 (for Subscriber 2). Up to 32 applications can be configured. Cisco Confidential 18 NBR Gateway Recording Call Flow RTP Stream Call Signaling Dial-peer forking invoked (audio only)

2013-2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 19 CUBE Dial-Peer Forking 2013-2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 20 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 2013-2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 21 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 media-recording 301 Definition ! 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 Cisco Confidential 22 CUBE Dial-Peer Media Forking MediaSense Callin g Media Forking Invoked Called Call Flow RTP Stream Call Signaling 2013-2014 Cisco and/or its affiliates. All rights reserved. Audio and Video!

Cisco Confidential 23 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 2013-2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 24 Additional Call Recording Details

2013-2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 25 Selective Recording On-Demand Recording Workflow scripting CTI Application Start and stop recording as required Softkey CTI control

Compliance reasons Training and playback Recording source Phones built-in bridge Gateway/CUBE 2013-2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 26 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 2013-2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 27 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 2013-2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 28 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 2013-2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 29 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 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

Not all support correlating Built-in bridge will not renegotiate Transcoder will be requested to preserve existing recording session 2013-2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 30 Typical Call Scenarios and Recording Method Call Type Call Flow Inbound To Agent Outbound From Agent Consult

Office to Office 2013-2014 Cisco and/or its affiliates. All rights reserved. UCCX / Non-CC Recording Method UCCE 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) Cisco Confidential

31 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 2013-2014 Cisco and/or its affiliates. All rights reserved. New In 10.5! Cisco Confidential 32 Streaming and Playback 2013-2014 Cisco and/or its affiliates. All rights reserved.

Cisco Confidential 33 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 2013-2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 34 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

2013-2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 35 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 3 oH V - 2 -- INVITE INVITE MediaSense 1- HOLD CUCM 2013-2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 36 Video Greetings 2013-2014 Cisco and/or its affiliates. All rights reserved.

Cisco Confidential 37 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 2013-2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 38 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 2013-2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 39 Finesse with UCCX Integration Recording control Finesse workflow scripting Search by AgentID TeamID

CSQID Supervisor S&P Gadget Playback / Export to Wav Customizable Widget 2013-2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 40 Deploying MediaSense 2013-2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 41 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 Ciscos Docwiki 2013-2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 42

Storage VMWare Virtual Machine appliance FC, FCoE, DAS, iSCSI, and NFS Cisco UCS: B-, C-, E-series Other specs-based hardware 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 2013-2014 Cisco and/or its affiliates. All rights reserved.

Cisco Confidential 43 MediaSense Node Capacity Max Cluster Size Max Media Storage per Node Max 1080p Video Streams OVA Size Max Sessions Max API Requests Max Calls Per Second

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 2013-2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 44 MediaSense Clustering Primar y Database Replication Secondar y 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 Expansio n Expansio n 2ms latency requirement Keepalives requirement No WAN separation 2013-2014 Cisco and/or its affiliates. All rights reserved. Expansio

n Cisco Confidential 45 MediaSense Cluster Capacity OVA 7 vCPU 4vCPU (B/C-Series) 4vCPU (E-Series) 2vCPU (B/C-Series) 2vCPU (E-Series) Max Sessions Max API Requests Max Calls Per Second 1000

30 10 Max Media Storage per Cluster 60TB 200 20 4 8TB 8 120 20 4 3TB 4

40 6 .67 8TB 4 40 6 .67 3TB 4 2013-2014 Cisco and/or its affiliates. All rights reserved. Max 1080p Video Streams 200 Cisco Confidential

46 MediaSense Cluster Operation 2ms LAN latency Recording High Availability SIP Refer balances load Media location Search and Play across cluster 2013-2014 Cisco and/or its affiliates. All rights reserved. E IT V IN P R SI FE RE

Expansio n DOW N BUSY P SI Secondar y SIP INVITE CUCM SIP Trunk CUBE Dial-Peer MediaSense cluster awareness Primar y IN VI TE

Recording! Load and Status Aware Cluster SI P CUCM or CUBE Cisco Confidential 47 Configuring MediaSense 2013-2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 48 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 2013-2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 49 Incoming Call Configurations

Instructs MediaSense how to handle calls Assign DNs or URIs to media [email protected] [email protected] Select an Action Play Continuously Play Once Record Audio Only Record Audio and Video Reject 2013-2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

50 Pruning Recordings Prune Policy determines how long to hold media In 10.0 release this will affect From 1 to 3650 days (10 years) Select how to handle associated data Disable pruning Recordings from UCM/CUBE Video Greetings No affect on uploaded media 3rd Party Integrations (APIs) Download and/or delete

2013-2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 51 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 2013-2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 52 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 2013-2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 53 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 2013-2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 54 Deployment Models

2013-2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 55 Multiple Datacenter Deployment Datacenter 1 Branch 1 PSTN Partner App Branch 2 Datacenter 2 2013-2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 56 Branch or Multi-Site Recording Choose your platform

Datacenter/HQ Management and Control Data archiving Partner Apps Leverage entire UCS suite Branch 3 Centralized / Simplified Branch 1 Quality Management Media Management SRST recording

CUBE media forking 2013-2014 Cisco and/or its affiliates. All rights reserved. Branch 2 Branch 4 Partner App Cisco Confidential 57 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? 2013-2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 58 Supplementing MediaSense with Partner Integrations 2013-2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

59 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 Enhanced S&P& Play 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 2013-2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 60 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? 2013-2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 61 Conclusions 2013-2014 Cisco and/or its affiliates. All rights reserved.

Cisco Confidential 62 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 2013-2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 63 More Information MediaSense 10.0 SRND http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/conta ct_center/mediasense/10/srnd/CUMS_BK_MC36D963_00_mediasens e-srnd.html MediaSense Developer Resources https://developer.cisco.com/site/collaboration/recordings/mediasens e/overview/

2013-2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 64 Thank you. Appendix Call Scenarios 2013-2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 66 Non-CC/UCCX Inbound Calls 2013-2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 67 Inbound to Local Phone - BiB MediaSense PSTN Call Flow RTP Stream

Call Signaling JTAPI / API 2013-2014 Cisco and/or its affiliates. All rights reserved. CUCM Integrate d App Cisco Confidential 68 Inbound to Local Phone - CUBE MediaSense PSTN Call Flow RTP Stream Call Signaling JTAPI / API 2013-2014 Cisco and/or its affiliates. All rights reserved. CUCM Integrate d

App Cisco Confidential 69 Inbound to Local Phone NBR MediaSense PSTN Call Flow RTP Stream Call Signaling JTAPI / API 2013-2014 Cisco and/or its affiliates. All rights reserved. CUBE Only CUCM Integrate d App Cisco Confidential 70

Inbound to Remote IP Phone - BiB Built-In Bridge will require double the bandwidth MediaSense PSTN Internet Call Flow RTP Stream Call Signaling JTAPI / API 2013-2014 Cisco and/or its affiliates. All rights reserved. CUCM Integrate d App Cisco Confidential 71 Inbound to Remote IP Phone - CUBE MediaSense

PSTN Internet Call Flow RTP Stream Call Signaling JTAPI / API 2013-2014 Cisco and/or its affiliates. All rights reserved. CUCM Integrate d App Cisco Confidential 72 Inbound to Remote IP Phone NBR MediaSense PSTN Internet Call Flow RTP Stream

Call Signaling JTAPI / API 2013-2014 Cisco and/or its affiliates. All rights reserved. CUCM Integrate d App Cisco Confidential 73 Inbound to Remote POTS Phone - CUBE MediaSense PSTN PSTN Home Agent Call Flow RTP Stream Call Signaling JTAPI / API 2013-2014 Cisco and/or its affiliates. All rights reserved.

CUBE Only CUCM Integrate d App Home Phone or Single Number Reach Cisco Confidential 74 UCCE Inbound Calls 2013-2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 75 Inbound to Agent Phone BiB MediaSense PSTN

Call Flow RTP Stream Call Signaling JTAPI / API 2013-2014 Cisco and/or its affiliates. All rights reserved. CUCM Integrate d App Cisco Confidential 76 Inbound to Agent Phone CUBE MediaSense PSTN Call Flow 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 Integrate d App Cisco Confidential 77 Inbound to Agent Phone NBR MediaSense PSTN Call Flow RTP Stream Call Signaling JTAPI / API 2013-2014 Cisco and/or its affiliates. All rights reserved. CUCM Integrate d App

Cisco Confidential 78 Outbound Calls 2013-2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 79 Outbound to PSTN Non-Agent MediaSense PSTN Call Flow RTP Stream Call Signaling JTAPI / API 2013-2014 Cisco and/or its affiliates. All rights reserved. CUCM Integrate d App Cisco Confidential

80 Outbound to PSTN Agent MediaSense PSTN Call Flow RTP Stream Call Signaling JTAPI / API 2013-2014 Cisco and/or its affiliates. All rights reserved. CUCM Integrate d App Cisco Confidential 81 Consultation Calls 2013-2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

82 Consultation - BiB MediaSense PSTN Call Flow RTP Stream Call Signaling JTAPI / API 2013-2014 Cisco and/or its affiliates. All rights reserved. CUCM Integrate d App Cisco Confidential 83 Consultation - CUBE MediaSense PSTN Call Flow RTP Stream

Call Signaling JTAPI / API 2013-2014 Cisco and/or its affiliates. All rights reserved. CUCM Integrate d App Cisco Confidential 84 Consultation - NBR MediaSense PSTN Call Flow RTP Stream Call Signaling JTAPI / API 2013-2014 Cisco and/or its affiliates. All rights reserved. CUBE Only CUCM

Integrate d App 85 Cisco Confidential 85

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