The document discusses options for VoIP recording, including passive and active recording. Passive recording involves sniffing or mirroring the RTP packets on the network, while active recording replicates the audio stream and sends it directly to the recording server. The challenges with passive recording in distributed environments are addressed by solutions like the VoIP Recording Gateway, which can tap into network links in branches and send the recorded audio to a centralized logger. Softphone recording poses challenges for passive recording, but the VoIP Recording Agent provides an active recording solution by installing an agent on users' desktops.

1. 1
Presented by
VoIP Recording

2. 2
Agenda
VoIP recording options
Centralization vs. Decentralization
Agnostic Solutions
Recommendations

3. 3
VoIP Capabilities
Targeting All
Markets !
Adding major capabilities:
Active and Passive
VoIP Recording
Hybrid (TDM + VoIP)
Security
Solution Integrations
Resiliency
Compliance suite
Analytics
So,
what is it
all about ?

4. 4
VoIP is Gaining fast in the Call Center Market
Source: Gartner
Dataquest
Total TDM vs. IP Agent Shipments to North America,
2000-2009
VoIP

5. 5
Passive VoIP Recording
Recording based on network switch mirroring function
Media stream (RTP) passively “sniffed” along IP path
Software-only logger
Packets filtering by IP address
Compression
Available with all vendors
Gateway
IP Phones
TDM
Trunks
Network
Switch
VoIP Logger
VoIP Traffic Mirroring
of IP Phones
or Media Gateway
PSTN

6. 6
And Why is Active
Recording so
Important ?

7. 7
Active Recording
Solves the IT
Issues of
Server Consolidation
Mirroring (SPAN)
Software-only solution
(Passive or Active)

8. 8
Server Consolidation
No Mirroring (SPAN) Required
Logger
Branch
Logger
Branch
Logger
Branch
Logger
Branch
Recording
Application
server
Data Center
Call Control
Servers
GWGWGWGW
VoIP
Logger
Audio (RTP)
Stream

9. 9
Active VoIP Recording
A replica of the audio is sent over the network to the Logger’s address
No need for network configuration
Integration dependant:
How is the replication triggered
Which component does the replication
(gateway, phone, conf. bridge)
Software-only logger
Replication
triggering
Compression
Gateway
IP Phones
TDM
Trunks
Network
Switch
VoIP Logger
Standard
network connection
PSTN

10. 10
Passive VoIP Recording in Distributed Environment
No solution for mirroring over WAN
Passive Loggers must reside on the
same LAN as the gateways / phones
Can be controlled by a
central Interaction Center
Data Center
Call Control
PSTN
VoIP Logger
Storage
NICE Perform Data Hub
Interaction Center
VoIP Logger
PSTN
VoIP Logger
PSTN
VoIP Logger
PSTN

11. 11
Centralized Active VoIP Recording
No need for loggers in the branches
Important considerations:
Higher real-time traffic volume on the WAN
No recording of remote branches
in case of WAN failure
Data Center
Call Control
PSTN
VoIP Logger
Storage
NICE Perform Data Hub
Interaction Center
VoIP Logger
PSTN
VoIP Logger
PSTN
VoIP Logger
PSTN

12. 12
A copy of the audio is sent by the Media Gateway to the logger’s
address
Records all phone types
Summed audio only
Over 500 channels per logger
Additional gateway licenses
and hardware required
Media Server
Analog/Digital Phones Application
server
IP Phones
Integration with the Gateway
VoIP LoggerPSTN
Media Gateway

13. 13
But What If…

14. 14
A Unique Active VoIP
Recording Solutions
VoIP Recording Gateway
VoIP Recording Agent

15. 15
VoIP Recording Gateway (VRG)
Network appliance developed by NICE
Turns any solution into Active Recording
Designed for simple deployment

16. 16
VoIP Recording Gateway (VRG)
Replicates RTP packets and alters the replica’s destination
address
To the logger’s IP address and ports
Logger port is set per device + call side (Tx/Rx) during rule definition
Transmits to Active Recording VoIP logger
No filtering load on the logger
Transmission is in stereo (default)
Summation support
No encryption support
Compression is by the logger

17. 17
Centralized Recording with VoIP Recording Gateway
Perfect solution for centralized recording of branches
Only network equipment allowed in the branch
Simple deployment:
VoIP Recording Gateway per branch
Active VoIP Loggers in data center
Suits all VoIP telephony environments
WAN
Data Center
Active
VoIP Logger
Branch
VoIP
Recording
Gateway
Branch
VoIP
Recording
Gateway
Branch
VoIP
Recording
Gateway
Branch
VoIP
Recording
Gateway

18. 18
WAN
VoIP Recording Gateway (VRG)
Two input connectivity modes:
1. Mirroring mode
The VoIP Recording Gateway
is connected to (up to 8)
SPAN destination ports,
mirroring the branch phones
traffic
Branch
Data Center
Logger I.C.
SPAN
Call Flow
VRG
OUT (RTP)

19. 19
WAN
VoIP Recording Gateway (VRG)
Two input connectivity modes:
1. Mirroring mode
The VoIP Recording Gateway
is connected to (up to 8) SPAN
destination ports, mirroring the
branch phones traffic
SPAN
Call Flow
VRG
Branch
Data Center
Logger I.C.
OUT (RTP)

20. 20
WAN
VoIP Recording Gateway (VRG)
Two input connectivity modes:
1. Mirroring mode
The VoIP Recording Gateway
is connected to (up to 8) SPAN
destination ports, mirroring the
branch phones traffic
Branch
Data Center
Logger I.C.
SPAN
Call Flow
VRG
OUT (RTP)

21. 21
WAN
VoIP Recording Gateway (VRG)
Branch
Data Center
Logger I.C.
Call Flow
VRG
OUT (RTP)
2. Tapping mode
The VRG is configured to
tap (up to 4) network links
SPAN configuration is not
needed
All of the traffic on the
tapped link passes through
the VRG

22. 22
WAN
VoIP Recording Gateway (VRG)
Branch
Data Center
Logger I.C.
Call Flow
VRG
OUT (RTP)
2. Tapping mode
The VRG is configured to
tap (up to 4) network links
SPAN configuration is not
needed
All of the traffic on the
tapped link passes through
the VRG

23. 23
Time for a Question
What are the challenges
of recording
Softphones?

24. 24
Soft Phone Recording Challenges
Passive Recording
Can not perform mirroring on
soft phones
Can not distinguish between
RTP and Data
The switch mirrors the PC data
traffic as well
Switch port could overload and
block off traffic
LAN switch could overload
100M 100M
Logger
SPAN
(VLAN)
1G

25. 25
Next Question
What are the solutions
for recording
Softphones ?

26. 26
Active VoIP Recording – VoIP Recording Agent
VRA (VoIP Recording Agent)
Active recording of softphones and Cisco IP-phones*
SW Agent resides on the user’s desktop
Similar to Screen Agent
Provides solution for:
Softphones
Centralized recording
Network Mirroring Limitations
Scalability
Controlled by the VoIP logger
LAN
Softphone
IP-phone

27. 27
Full Support for SIP-based VoIP Environment
Session Initiation Protocol (SIP) is generic and
interoperable among different vendors
Enterprises have freedom of vendor choice when
purchasing IP phones, gateways, and PBXs
SIP
SIP
SIP

28. 28
Questions & Answers

29. 29
Thank You