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Collaboration, Voice & AV · Intermediate

Call Recording

Capturing the audio, and sometimes video and screen, of calls for compliance, quality or training purposes.

Definition

Recording methods include phone built-in bridge (BIB) forking from Cisco phones, network-based recording on CUBE including SIPREC, port mirroring (passive recording) and cloud recording in Webex and Teams. Regulations may require notifying parties or obtaining consent, and recordings must be securely stored and retained according to policy. Payment card regulations require excluding card data from recordings.

Example

CUCM sends a recording profile so agent phones fork both call streams to a recording server via BIB.

Exam tip

Know the methods (BIB, network/SIPREC, SPAN) and the legal consent and PCI considerations.

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