Cisco IP Phone: Call Recording

Call recording is available through a special request with a documented reason. It is often used for the purpose of "quality assurance and training" with employees.  

Background Information

Methods of Recording

Between a combination of directory number (the 4 digit extension) and the phone hardware, recordings can be "OnDemand" (individual calls are selected) or "TotalRecording" (always on) modes. It is available on all Cisco 8811 and Cisco 8841 display phones; it is not available on the Cisco 3905 single-line telephone model. Your Cisco phone sends a copy of your local audio and the remote audio to the call recording server. Calls are by default kept for a defined period of time or can be manually removed by the supervisor and/or user earlier.*

  • "On Demand" is the ability to record calls individually. When you want to record the call in progress, press the record button - a button that is available if you and your phone have recording ability. In a few seconds, the system confirms with a message on the screen.
  • "TotalRecording" is when all calls are recorded by the server. This is most helpful for service center environments where are all calls should be logged.

Regulations

Screen shot of a recorded lineUnder Wisconsin Statute 968.31(2), we are a "single-party" state where at least one party, the university employee, is aware of the recording being made and the remote party is not always aware.

  • Telephones that are set up with the recording feature are labeled by Technology Services with a red wallpaper background indicating the recording configuration is in place. Individual telephone users should not change the wall paper away from this setup; it should be left in place as long as the recording feature is available.
  • There is also an "[R]" behind the individual directory numbers/lines that are set up to record.  

The use of call recording without the knowledge of the university participant cannot be done without proper paperwork filed through the department of Human Resources or University Police. 

Extension Mobility Note

Extension mobility users can only record their directory numbers on phones that are set up for the call recording feature. Use of extension mobility at phones without the feature will not record.

Credit Card Handling Note

University constituents that process credit cards over the phone must not record the card information under PCI requirements. If this applies to you, please discuss possibilities with Technology Services.

Recording Instructions

TotalRecording - Always On

TotalRecording functions in the background without your interaction to start and stop the recordings. The recording starts when the call is connected (inbound or outbound) and stops when you disconnect the call. Recordings are made for internal and external origination and termination parties.

A pause/resume button pair can be added to phones with TotalRecording. This feature is essential for credit card processing requirements and when an occasional person call or other needs arise where recording is not desired.

OnDemand - Selective Recordings

Idle screen shot of extensionCall will be recorded screen shot

Selective recordings are made only when you select the recording button on your telephone. The recording ends when you disconnect the call.

A "Record: XXXX" button is on a phone with selective recording. Calls that are recorded on a single line are noted in the XXXX, such as in the above example where 3070 can be recorded but 3037 cannot.

Press the Record button to begin your recording. In a few seconds, you will see a message that the "Call will be recorded" along with hide and cancel buttons. Press the hide button to remove the message from your telephone.

Call Recording Archive

Calls are accessed through a web interface to the Phone Up Phone Recording Server (PUP-REC). You can access the recording server from off campus using a UWRF device on the UWRF-Device VPN.

* Retention Plan

By default the server retains recordings for a period of 12-months or only as long as space is available on the server, whichever situation occurs first. Calls that are marked with the padlock icon will be retained until the lock is removed and 12 months has passed. Supervisors and/or users can remove individual calls before the retention limit is reached.  

Supervisor/User Instructions for the Web Service

From the campus wired network or a VPN connection, access with a web browser (Internet Explorer works best) the web server: https://pup-rec.servers.uwrf.edu/user/

Vendor supplied graphic of the user interfaceThe username and password is provided to you by Technology Services and is specific to this service; it is not your Falcon account.  You should change the default password to a complex password since this is a high risk data system.  

You can listen to and manage your recordings and your team recordings. Access is dependent upon your requested setup and is unique to each departmental situation.  It may include calls that are inbound or outbound from the phone system as well as across extensions inside the system.

After accessing the server, go to the menu option Record and then to option Record Archive. You will then see the recordings for the lines that you and/or your user group have access to in the system.  

Screen shot of the per call options.On each call there is a set of icons on the right. Which icons appear depend on the permissions that you have in the system. Generally there are four icons available:

  • Circle with arrow inside it icon: This is the play on browser button; the most common button that you may be using. This opens the web player and plays the call on your speakers.
  • Phone icon: The server places a call to your registered phone and plays that call recording to you over the phone. You can only do this if DoTS has set up the phone where this icon is displayed. Unfortunately, if this is not set up, the icon still appears and it simply doesn't do anything when you press it.
  • Floppy Disk icon: When you click this icon the call recording MP3 file downloads to your local computer. You are then responsible for ensuring the proper security of that file and the use of it in an ethical manner.
  • Padlock Lock icon: When "locked", the recording will not be purged through the automatic process that removes old recordings. When unlocked, the process will delete it automatically.*
  • Trash can icon: You can remove this call from the recording archive now and not wait for the automatic purging. This icon is usually only given to supervisors so that "line staff" cannot delete their "bad" calls.

Multiple calls screen shotWhen calls are placed on hold, the recording stops. This will cause a break in the call and multiple recording files will be created, one for each segment. This is noted by the arrow on the left.

 

Details

Article ID: 31456
Created
Tue 6/6/17 4:06 PM
Modified
Thu 5/23/19 11:35 AM

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