BRKCCT 1041MediaSense

Cisco MediaSense Network Recording
Ken Rehor
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2012 Cisco and/or its affiliates. All rights reserved.
Cisco Public
This Information is Provided under NDA
Many of the products and features described herein remain in varying stages of development and will be offered on a when-and-ifavailable basis. This roadmap is subject to change at the sole discretion of Cisco, and Cisco will have no liability for delay in the delivery or failure to deliver any of the products or features set forth in this document.
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Agenda
What is MediaSense? Partner Program Use Cases & Deployment Scenarios Platform Architecture Storage Models Pricing and Ordering Developer APIs Metadata and Media Product Roadmap Documentation and References
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What is Cisco MediaSense?

Network recording platform Audio and Video Live Streaming Open APIs for 3rd-party apps Partner Program Scalable Architecture High Availability
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One Platform For All Recording Applications

Regulatory Compliance Agent Training Real-time Analytics
Transaction Confirmation
Recording: Business Value
Quality Management
Product Feedback Process Improvement
Sales Training
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MediaSense Advantages
Common platform for all recording applications Core part of the Cisco Collaboration portfolio Supported by Cisco Datacenter and Virtualization strategy Leverages Cisco UC network infrastructure Open APIs support 3rd-party or custom applications Wide selection of applications and vendors Network-based recording supports complex scenarios Scalable for many use cases from branch to datacenter
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Cisco MediaSense Features

Native support for High Availability and Redundancy
Full redundancy through duplicated recording (via CUBE) Pricing per concurrent session, not per named user Any use case Audio and video recording
Just add a second server for high-availability
Active load balancing across servers in a cluster
Cost effective Future proof
MediaSense Open Platform Strategy
Traditional Recording Solution
Open Web 2.0 APIs
Cisco MediaSense
SIP standards
TDM, SPAN, BiB
Cisco Network Infrastructure
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Growing MediaSense Partner Community

IVT testing ensures compatibility*
Quality Monitoring Screen Recording e-Learning / Coaching Workforce Management Speech Analytics / Mining Multi-site Management Long-term Archiving Access Policy
* Verify vendor IVT / MediaSense support
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Open, Flexible Recording Architecture

Applications
Compliance Quality Monitoring Speech Analytics Custom Apps
MediaSense Open Web 2.0 Application APIs

Cisco MediaSense Platform Services
Storage
UCS Nexus SAN
Services
Endpoints
Audio Capture Metadata database Video Capture Media Storage / archiving Media export / transcoding Streaming Content management
Standard SIP Interface (IETF SIPREC)

Network Media Processing*
CUBE
Network
TDM / IP
Audio Forking*
Audio Forking Signaling
Audio Forking Video Forking* Signaling
Audio Forking Video Forking Signaling Transcoding
Security Interop Multi-stream High Density
* Planned for a future release

UCM / Session Management
MediaSense Use Cases
MediaSense Recording Use Cases

Centralized Recording Branch Recording Remote Users HD Video
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Cradle-to-grave, IVR Hosted / cloud services Financial compliance, Security Remote Quality Monitoring Home agents Outsourced contact centers Mobile users, SNR, DVO Remote virtual advisors Financial trading desks
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Centralized Recording
Callers
MediaSense
Network Media Forking SAN storage
CUBE on ISRG2 IOS 15.2.2T
QM / Speech Analytics
Agents
(anywhere)
Agents
(anywhere)
Site One
Site Two
Continuously record a call regardless of destination or transfers Improves TCO and ROI through server, trunking, port consolidation Centralized management and deployment eliminates redundancy
Multi-Location Recording
MediaSense Cluster on UCS
Callers
Data Center
Partner Application
SAN storage
Site 1
Callers
Calls Recorded at the branch
MediaSense On UCS Express Blade in Router
Site 2 Distributed architecture uses the Network as the Platform:
Centralized UCM MediaSense Quality Monitoring Data Archiving
Capture calls on the branch with the UCS Express blade (ISRG2) or UCS Server Management, control and data archiving are centralized / simplified Choose from many Quality Management and Media Management applications
Real-time Speech Analytics / Monitoring

Enterprise Analysis Business Rules, CRM data, etc.
Agent
Supervisor Analyst
Business Engine
Real-time events
Real-time and postcall speech analysis
Speech Engine
Each Business Role sees a tailored view of the data
Open Web 2.0 APIs
MediaSense
Callers
Media streamed in real-time Call events reported to app All calls captured and cached Selective calls archived
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Active Recording
Contact Center or Enterprise Full-time, Selective, or on-demand UCM 8.5.1 or later Any Cisco IP phone with BiB
recording control
HA or non-HA
(e.g. 7961, 9971)

Up to 1000 concurrent recording sessions per
(add a Secondary server for HA)
MediaSense cluster, combine clusters for extra capacity*
Partner App
MediaSense
PSTN
Voice Gateway
Agent
* (deploy multiple clusters for larger scale, partner app manages recordings across clusters)
Centralized / Network Recording

CUBE-based media forking enables datacenter centralization Consolidate servers, trunking, storage, management Follow call through IVR and agent transfers Outsourced agents, home agents, mobile users, any endpoint Hardware flexibility for any scale up to 1000 concurrent calls per cluster; multiple clusters for unlimited scale Hosted or on-prem deployments
Media archive
Partner App
MediaSense
PSTN
CUBE
LAN or WAN
Agent
Datacenter
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Branch / Call Center

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Network-based Recording Follows the call

Record continuously as call transfers from IVR to Agent 1 to Agent 2 Support one or more remote site, home agents, outsourced locations
Partner App
MediaSense
PSTN
CUBE
LAN or WAN
Agent at Site 1
Agent at Site 2
Datacenter Branch / Call Center
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Geographically Distributed
Distribute capacity across multiple datacenters for resiliency, scalability, disaster recovery PSTN distributes calls across datacenters (load balancing or failure)
Datacenter 1
CUBE
MediaSense
PSTN
Agent at Site 1
Partner App
WAN
MediaSense
Agent at Site 2
CUBE
Datacenter 2
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NOTE: Partner app / archive could be at either Datacenter 1 or Datacenter 2, or another location
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Mobile / Home Agent Recording

Recording enabled regardless of origination point (e.g. PSTN or internal phone) Media Forking at either ingress or egress CUBE, inbound or outbound
Partner App
MediaSense
PSTN
CUBE
Mobile user
CUCM
Service Provider
Agent with IP device at home
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Home Agent / Supervisor Consultation

Partner App
MediaSense
Supervisor with IP device at home
SIP Agent with IP device at home
PSTN
CUBE
RTP
CUBE
CUCM / SME
Customer-Agent conversation recorded at ingress gateway Supervisor-Agent consultation call recorded via egress gateway (not phone Built-in Bridge at home)
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Record in Branch via BiB

Calls recorded locally via CUBE or phone BiB Local or remote access Short-term (e.g. 7 days) storage needs Up to 40 concurrent recording sessions per blade; add blades/servers for additional capacity Branch Supervisor/ Local Security Team MediaSense
PSTN
Branch Employee
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Record in Branch via CUBE

Calls recorded locally via CUBE or phone BiB Local or remote access Short-term (e.g. 7 days) storage needs Up to 40 concurrent recording sessions per blade; add blades/servers for additional capacity Branch Supervisor/ Local Security Team MediaSense
PSTN
ISRG2 CUBE
Branch Employee
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Record in Branch, Archive in Datacenter

Calls recorded locally via CUBE or phone BiB Hardware flexibility for any scale from 10s to 100s to 1000s of sessions Short-term (e.g. 7-days) local storage, long-term datacenter archiving
Partner App
Media archive
Branch Supervisor/ Local Security Team MediaSense

SRE910
PST N
ISRG2
Branch 1
MediaSense
SRE910
ISRG2
Branch 2
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Duplicated Recording for full redundancy

CUBE-based redundant media forking Dual MediaSense clusters provide fully redundant recording Partner app manages content across clusters Supports critical recording requirements
Partner App
MediaSense MediaSense
PSTN
CUBE
LAN or WAN
Any Endpoint
Datacenter
Branch / Call Center
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Other Deployment Options

Redundant Media Forking
Configure both inbound and outbound dial peer to fork media to MediaSense
100% or Percentage Recording with CUBE

Using CUBE, create multiple identical dial-peers but only some of them are configured to do media-forking
Support for TDM calls

Via TDM loop-back within ISR or via secondary TDM-IP gateway
On-demand Recording with phone-based recording

Partner application can use CTI to dynamically control sessions
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Video Recording Architecture

Supports Remote Expert, Financial Trading, Corrections, Healthcare Markets
End-user application
Partner Application
Media Capture
Today: G.711 / G.722 / G.729 Next: video with AAC audio
MediaSense
Video Endpoint
Network Media Forking
Video Endpoint
Audio recording of video calls planned for MediaSense 9.0 Video recording planned for a future release
Recording for Remote Expert Solution

Branch 1
Partner Application
Contact Center 1
MediaSense
Branch 2
Contact Center 2
Datacenter Branch 3
Contact Center N
Branch N
Audio recording of video calls planned for MediaSense 9.0 Video recording planned for a future release
Platform Architecture
Single-Server Configuration
Applications
Cisco and Partner Applications

Web 2.0 APIs
Application, User, & Configuration Management
Redundant Metadata database Media Management
Services
Single node for small deployments
UCS C210 UCS B200 UCS SRE910

(see Compatibility Matrix section of SRND for detailed server models)
SIP Call Control
Media Capture & Streaming
Network
CUBE Gateway, SBC, or Phone

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Call Control
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Primary/Secondary for Scale and HA

Applications

Web 2.0 APIs
Web 2.0 APIs

Services
Secondary node provides HA and scalability
SIP Call Control
SIP Call Control
Network
CUBE Gateway, SBC, or Phone

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Call Control
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Primary/Secondary Plus Expansion Servers

Applications
Primary Server
Secondary Server
Web 2.0 APIs
Services
Web 2.0 APIs

Expansion Servers
SIP Call Control Media Capture & Streaming SIP Call Control Media Capture & Streaming SIP Call Control Media Capture & Streaming
Network
CUBE SBC or Phone

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Call Control
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Platform Scale and Configuration Options

SRE910 blade Single VM on one UCS server One VM on each of two UCS servers
One VM on each UCS server
One VM on each UCS server
SAN
SAN
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Platform / Runtime Environment

Cisco UCS B200 and C210
Non-Cisco hardware support planned for 9.0 Bare metal not supported
Cisco UCS Express SRE910 for ISRG2 VMware ESXi 4.1 and 5.0 Cisco UC appliance: VOS (Linux)
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OVA Templates
Template SRE Server Type SRE (SRE910) Expansion vCPU s 2 Memor y 6 GB Disk 80 GB for OS 80 GB for DB 200 GB for media 80 GB for OS Recording Space Supported 400 GB for both nodes
Expansion
8 GB
Depends on template used for primary/secondary node 12TB per cluster 24TB per cluster 60TB per cluster
12T 24T 60T
Primary/Seco ndary Primary/Seco ndary Primary/Seco ndary
7 7 7
8 GB 8 GB 8 GB
150 GB for OS 150 GB for DB 300 GB for OS 300 GB for DB 600 GB for OS 600 GB for DB
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Scalability
UCS

Each server supports 200 concurrent audio sessions A session can be used for recording, live monitoring or playback
Example: Need to record 200 calls and play back 10 calls at the same time: 2 servers required to support 210 concurrent sessions
A cluster can support up to 5 servers

One primary, one secondary and 3 expansion servers
Concurrent API requests supported: 15 + 10 queued
UCS Express
Each server 40 concurrent sessions A cluster can support up to 2 servers (one primary, one secondary) Concurrent API requests supported: 3 + 3 queued
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Redundancy
Recording Redundancy and Load Balancing
UCM and CUBE selects a MediaSense server for Initial Invite.

UCM selects MediaSense server in round-robin fashion CUBE selects in a pre-determined order (Suggestion: Configure expansion servers ahead of primary or secondary server)
MediaSense server can redirect Invite to another MediaSense server for loadbalancing If recording server goes down, in-progress recordings are lost, they go from ACTIVE state to ERROR state
API and Metadata Redundancy

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Applications can utilize APIs on both primary and secondary servers Metadata is replicated on both primary and secondary servers If either goes down, the other is available for use
2012 Cisco and/or its affiliates. All rights reserved. Cisco Public
Storage
Storage
Disks are used for
System software System configuration and Metadata Database Media
Locally-attached disks and SAN can be used for media storage Up to 60TB supported with fiber-channel SAN on UCS B servers Up to 20TB supported with locally-attached disks on UCS C servers For SRE, each node supports 200GB media storage
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Storage and Retention Capacity

Capacity depends upon
Duration of call Number of phones
P - Number of phones U - Average Usage ratio of each phone in hours per day W Write Rate in hours of storage per hour of elapsed time
Bit rate due to media codec used
Variables
B - Codec bit rate in MB/hour for two streams
W = B * P * U
S Total storage available across all servers (in GB) R Retention in hours
R = S * 1024 / W
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Capture and Store
Partner Application controls platform App sets storage retention limits Media accessed on-demand
Partner Application
Capture and store content Media stored on local disk or SAN System & DB stored on local disk or SAN Any Fiber Channel SAN supported by VMware and UCS
SAN
MediaSense
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Cache and Forward

Partner Application controls platform Sets storage retention limits Controls/accesses storage system Media exported from MediaSense based on internal rules Supports one or more MediaSense site
SAN
Partner Application
Capture and store content Media stored on local disk or SAN System & DB stored on local disk or SAN Storage sufficient for short-term cache
MediaSense
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Media and Metadata
Application / MediaSense Integration
Partner Application
On-demand Query Subscribe Streaming media
MediaSense
Eevnts & metadata
JSON
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Session Metadata
Metadata
Associate a recording with a call Communication Session
Relate to UCM, UCCE, ICM Endpoints Time, date Call IDs: xrefci, GUID Session ID
Access
Real-time
Post-call
Events, metadata, RTSP URL
Query periodically Query on-demand

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Media Types
Audio
G.711 A-law and mu-law Export to AAC / MP4 G.729 G.722
AAC-LD (planned for 2013)
Video
H.264, Export to MP4
Compatible with 9971 endpoints
SD 360p, HD video 720p / 1080p (planned for 2013)

Media Access
Real-time
RTSP with native codec Dual audio streams RTSP with native codec HTTP 1.1 chunking with native codec HTTP export to AAC/MP4
Post-call
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Developer APIs
MediaSense APIs
Applications
Media RTSP & HTTP Media Management Real-time Controls Outbound Calling Metadata Query Tagging Events
Web 2.0 Client Application APIs
Services
Metadata Storage & Search
Multimedia Capture & Streaming
Media Storage
Network
SIP + Call Meta Data
RTP
Call Control
Media
Search Results
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MediaSense APIs
Design Goals
Control, access, manage MediaSense resources and features Allow for custom third-party application development
REST-like based Application Programming Interfaces
API Structure
Simple HTTPS URLs (HTTPS POST & GET) e.g.: https://<host>:<port>/ora/queryService/query/getAllActiveSessions Responses returned in JSON format in the HTTP Response body
Security
All APIs use HTTPS Authentication is required to use the APIs, managed by CUCM
For more information, see Cisco MediaSense Developer Guide Release 8.5(4), February 2012 http://developer.cisco.com/web/mediasense/overview
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MediaSense APIs
Authentication
Authenticate MediaSense application via UCM user management
Control Recording Sessions

Initiate outbound recording session (start, stop)
Pause/Resume active recording session (pause, resume)
Access Recordings and live Streams

RTSP, HTTP 1.1 chunking
Manage Recordings
Delete one or a group of recordings Transcode/export
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MediaSense APIs
Manage Tags
Add/modify/delete a tag
Search for Recordings

Search for recordings in a flexible way by combining various criterion; results in JSON format
Subscribe for Recording related events

Asynchronous notification of events such as recording started, stopped, etc. Events are for server-based clients Symmetric Web Services approach is used for communicating events
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Pricing and Ordering
Pricing - US List Price

Server Software
Primary & Secondary node: $2,000.00/server Expansion node: $500.00/server Base: $225.00/session plus:
Audio: Video (SD):
Media Session
$25.00/session (total: $250.00/Audio Session) $75.00/session (total: $300.00/Video Session)
Maintenance
ESW and UCSS available
Ordering
Customer lab (Non-Production System deployment): order NPS SKU

Consult the CCBU Ordering Guide for complete information
Production deployment: order combination of Server and Port licenses Partner lab (Not For Resale deployment): order NFR SKU
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Cisco MediaSense SKUs

Product
MediaSense Server Software MediaSense Expansion Server Software MediaSense Base License Audio Recording License Video Recording Base SKU MCP-SVR-SW-K9 MCP-MED-SW-K9 MCP-BASE-LIC MCP-CORE-AUD-LIC MCP-CORE-VID-LIC Min 1 0 2 per cluster Min 1 Same as BASE-LIC Same as BASE-LIC
List Price
$2000 $500 $225 $25 $75 Qty
Part Number
MCP-SVR-SW-K9 MCP-MED-SW-K9 MCP-BASE-LIC MCP-CORE-AUD-LIC MCP-CORE-VID-LIC Rule Mandatory Optional Mandatory Order Audio or Video Order Audio or Video
Consult the CCBU Ordering Guide for ESW and UCSS and additional information
Example: 150 Concurrent Sessions

MediaSense
Software server: $2000 * 1 = $ 2,000 Audio licenses: $ 250 * 150 = $ 37,500 -------------------------------------------------------$ 39,500 total (list) add HA server: $2000 * 1 = $ 2,000 -------------------------------------------------------$ 41,500 total (list)
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Example: 1000 Concurrent Sessions

MediaSense
Software server (primary/secondary) $2000 * 2 = $ 4,000 Software server (expansion nodes) $ 500 * 3 = $ 1,500 Audio licenses: (base + audio) $ 250 * 1000 = $ 250,000 -------------------------------------------------------------------------------------------$ 255,500 total (list)
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MediaSense Solutions Plus Program

What is SolutionsPlus?
Reseller program where Cisco resells products from partners. Partner products appear on Cisco price list
Advantages
Simplify sales process for MediaSense and applications Combination of MediaSense as a platform and the SolutionsPlus application provide complete solution
What is Not Included?

Service is purchased directly from the partner. Support for SolutionsPlus product is provided from the partner, not Cisco TAC.
Solutions Plus Applications

Calabrio Call Recording and Quality Management Search & Play Quality Management Advanced Quality Management
NICE Interaction Management Interaction Management Quality Management Quality Optimization Analytics-Based Quality Optimization
Optional add-on components: Screen Recording, Archive Encryption, Real-time privacy control, Component HA, playback to extension, IP Phone Applications, transcription, phonetics-indexing, emotion detection and talk-over analysis
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MediaSense Solutions Plus Pricing

Calabrio Search & Play Quality Management Advanced Quality Management List Price
(per Named Agent)
$150 $350 $575
NICE Interaction Management Quality Management Quality Optimization Analytics-Based Quality Optimization
List Price
(per Named Agent)
$625 (per session) $950 $1100 $1650
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Example Applications
MediaSense Sample Code

Available on Cisco Developer Network
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Example Custom Application

Live Agent / IVR monitoring Mobile / wireless device Built by partner SpinSci
Business Rules, CRM data, etc. Media streaming
App Server
Real-time call events
MediaSense
Callers
Media streamed in real-time Call events reported to app
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Documentation and References
MediaSense Documentation and References

Solution Reference Network Design
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/mediasense/854/srnd/cms854srnd.pdf
Deployment Scenarios
http://docwiki.cisco.com/wiki/Deployment_Scenarios_for_Cisco_MediaSense
Install and Administration Guide

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/mediasense/854/inst_admin/cms854iag.pdf
Troubleshooting Guide
http://www.cisco.com/en/US/products/ps11389/prod_troubleshooting_guides_list.html
Virtualization Guide
http://docwiki.cisco.com/wiki/Virtualization_for_Cisco_MediaSense
Release Notes
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/mediasense/854/releasenotes/cms854rn.pdf
Device Compatibility Matrix

http://developer.cisco.com/web/sip/wikidocs/-/wiki/Main/Unified+CM+Silent+Monitoring+Recording+Supported+Device+Matrix
Developer API Guide (requires CDN login)

http://developer.cisco.com/web/mediasense http://www.cisco.com/en/US/products/ps11389/products_programming_reference_guides_list.html
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Final Thoughts
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Cisco MediaSense Network Recording

2012 Cisco and/or its affiliates. All rights reserved.

This Information is Provided under NDA

2012 Cisco and/or its affiliates. All rights reserved.

2012 Cisco and/or its affiliates. All rights reserved.

What is Cisco MediaSense?

2012 Cisco and/or its affiliates. All rights reserved.

One Platform For All Recording Applications

Recording: Business Value

Product Feedback Process Improvement

2012 Cisco and/or its affiliates. All rights reserved.

Cisco MediaSense Features

Just add a second server for high-availability

Active load balancing across servers in a cluster

Cost effective Future proof

MediaSense Open Platform Strategy

Traditional Recording Solution

Open Web 2.0 APIs

TDM, SPAN, BiB

Cisco Network Infrastructure

2012 Cisco and/or its affiliates. All rights reserved.

Growing MediaSense Partner Community

Open, Flexible Recording Architecture

MediaSense Open Web 2.0 Application APIs

Standard SIP Interface (IETF SIPREC)

Audio Forking Signaling

Audio Forking Video Forking* Signaling

Audio Forking Video Forking Signaling Transcoding

Security Interop Multi-stream High Density

* Planned for a future release

UCM / Session Management

MediaSense Use Cases

MediaSense Recording Use Cases

2012 Cisco and/or its affiliates. All rights reserved.

Calls Recorded at the branch

MediaSense On UCS Express Blade in Router

Site 2 Distributed architecture uses the Network as the Platform:

Centralized UCM MediaSense Quality Monitoring Data Archiving

Real-time Speech Analytics / Monitoring

Real-time and postcall speech analysis

Each Business Role sees a tailored view of the data

Open Web 2.0 APIs

2012 Cisco and/or its affiliates. All rights reserved.

(e.g. 7961, 9971)

(add a Secondary server for HA)

MediaSense cluster, combine clusters for extra capacity*

Centralized / Network Recording

Branch / Call Center

Network-based Recording Follows the call

2012 Cisco and/or its affiliates. All rights reserved.

2012 Cisco and/or its affiliates. All rights reserved.

Mobile / Home Agent Recording

Agent with IP device at home

2012 Cisco and/or its affiliates. All rights reserved.

Home Agent / Supervisor Consultation

SIP Agent with IP device at home

2012 Cisco and/or its affiliates. All rights reserved.

Record in Branch via BiB

2012 Cisco and/or its affiliates. All rights reserved.

Record in Branch via CUBE

2012 Cisco and/or its affiliates. All rights reserved.

Record in Branch, Archive in Datacenter