# Genesys Quality Management Suite 8.1.520 : Configuring CUCM Prerecording

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This chapter describes prerecording. Prerecording enables users to selectively record calls. Prerecording saves all calls, but only temporarily. The user has an adjustable time period to select the call to be converted to a file and saved. If a call is not selected by the user, it is erased from memory.
Calls processed by the prerecording service, go through three stages:

1. Recording: The call was selected to be recorded.
2. Prerecording: The call is in progress and is recorded in the background.
3. Post-recording: The call ends and the recording is waiting.

Each stage has its own group of parameters in Call Recording that control what users can do with a call.
To set up Call Recording Prerecording, configure the service on the CUCM.

## Prerequisites

The following guide should be done before configuring the service in the GQM Suite:

- Cisco: Configuring Prerecording in CUCM 5 and Higher

## Configuring Prerecording in Call Recording

After adding Call Recording to the CUCM configuration, specify the available functions and prerecording settings within the Call Recording web interface. These settings add functions to the IP phone interfaces of all users.

Log in to Call Recording as admin and navigate to Settings > Configuration > Extras > CallREC Prerecording. Prerecording is listed in the additional installed modules.

### Setting Call Wait Timeout

Navigate to Settings > Configuration > Extras > CallREC Prerecording > Main.

1. Set the Timeout call wait (minutes): This defines the period in minutes, after the end of a call, during which the user can still save the call recording. The default value is 2 minutes.
2. Click Save configuration to save the changes.

### Enabling the Send by Email Option as the Record Status

Navigate to Settings > Configuration > Extras > CallREC Prerecording > Record Status.

1. Select Email: This enables the Send by email option in the service menu.
2. Edit email: This enables the Send by email to... option in the service menu. The user can define the recipient’s email address before sending a call.

Click Save configuration to save the changes.

### Enabling the Send by Email Option as the Prerecording Status

Navigate to Settings > Configuration > Extras > CallREC Prerecording > Prerecording Status.

Enter the following settings:

PIN: When selected, requires users to enter their PIN to access the service menu.

Email: Enables the Send by email option in the service menu. The recorded calls are emailed to the address defined in the user’s profile.

Edit email: Enables the Send by email to... option in the service menu. The user can define the recipient’s email address before sending a call.

Record: Enables the ability to save selected calls – the prerecorded call is only stored on the server when the user chooses this option. In the service menu, this appears as Save.

Email and Record: Combines the email and record functions. The selected call is recorded, stored on the server, and sent to the user’s e-mail address. This function is labeled as Save and send by email in the service menu.

Click Save configuration to save the changes.

### Configuring the Application Communicator

Navigate to Settings > Configuration > Extras > CallREC Prerecording > Application Communicator.

1. Set the Bind name: This is the name of the integration module for registering on RMI, for example, “Prerecording”.
2. Set the Registry address: This is the Server with RMI service running. This is defined in the Servers part of configuration, for example “core”.
3. Click Save configuration to save the changes.

### Configuring the External Data Feature

External Data can be added by a phone user during or after a prerecorded call. Timeout call wait (minutes) applies the same as for saving a call. For example, an agent could mark the type of call received as “Presales”, “Sales”, or “Support” with a few button presses on their IP phone. The call is then tagged with this external data value and is automatically marked for recording .

To configure the External Data feature:

Navigate to Settings > Configuration > Extras > CallREC Prerecording > External Data.

1. Specify a Key (data name) and one or more New values (selectable values).
2. Click New for each New Value.
3. Click Save configuration to save the changes.
4. Follow the steps used earlier to create a second new IP Phone Service for the following service URL:
   `http://XXX.XXX.XXX.XXX:8080/prerecording/IpPhoneExternalData.jsp`
   (where XXX.XXX.XXX.XXX represents the IP address of the Call Recording Core server).
5. Name the service, for example Call Recording call-info, and publish it for the appropriate users.
   During or after a call, users can now access the new call-info service on their phone to tag the call with one of the text values configured earlier. Tagging a prerecorded call in this way automatically marks it for recording.

6. Restart of Web UI is required:

       /opt/callrec/bin/rc.callrec_web restart

## Recording CUCM in SRST Mode

To record in Secure Survivable Remote Site Telephony (SRST) mode, CallREC must be integrated with CUCM and configured to record using the Cisco JTAPI adapter as the primary communication interface for recording. In addition to the primary adaptor, the Skinny Adapter is enabled and is only configured to listen on the IP address of the SRST router.

This means that in a normal operation Call Recording records calls using the JTAPI interface. When CUCM falls down, then the SRST router starts to produce signaling that is captured by the Skinny adapter and Call Recording records using the Skinny signaling.

The procedure to configure this is described below:

1. Access the Call Recording server via an ssh client for example PuTTY.
   Log in as admin and enter su - to login as root and enter the password `zoomcallrec`.
   Enter the following command to stop all Call Recording services:

       /etc/init.d/callrec stop

2. Edit the configuration of the Skinny Adapter in the`/etc/callrec/callrec.conf file`.
   Find the line `RTS_PARAMS[1]` and add option `-l` followed by the IP address of your SRST router. See the example below (where 10.20.30.40 is the IP address of the SRST router):

       RTS_COUNT=1
       RTS_PARAMS[1]=" -d eth1 -p 30100 -l 10.20.30.40 "

   Please note that the list of parameters must start and end with a space.

3. Make sure both the Skinny and JTAPI adapters are enabled. Edit file `/etc/callrec/callrec.conf` as follows:

       #
       # Services to be run
       #
       RUN_RMI="1"
       RUN_CONFIGMANAGER="1"
       RUN_RTS_JTAPI="1"
       RUN_RTS_SKINNY="1"
       RUN_RTS_SIP="0"

4. Add the appropriate driver for Skinny protocol in Core configuration. Edit `/etc/callrec/core.xml` file as follows:

       <SpecifiedConfiguration name="driversAndReaders">
       <EqualGroup name="reader">
       <Value name="name">Skinny</Value>
       <Value name="port">30100</Value>
       <Value name="server">core</Value>
       </EqualGroup>
       <EqualGroup name="reader">
       <Value name="name">JTAPI</Value>
       <Value name="port">30300</Value>
       <Value name="server">core</Value>
       </EqualGroup>
       <EqualGroup name="driver">
       <Value name="name">Skinny</Value>
       <Value name="class">cz.zoom.callrec.driver.skinny.SkinnyDriver</Value>
       <Value name="enabled">true</Value>
       </EqualGroup>
       <EqualGroup name="driver">
       <Value name="name">CiscoJTAPI</Value>
       <Value name="class">
       cz.zoom.callrec.driver.ciscojtapi20.CiscoJTAPI20Driver</Value>
       <Value name="enabled">true</Value>
       </EqualGroup>
       <EqualGroup name="driver">
       <Value name="name">SIP</Value>
       <Value name="class">cz.zoom.callrec.driver.sip.SIPDriver</Value>
       <Value name="enabled">false</Value>
       </EqualGroup>
       </SpecifiedConfiguration>

5. Start Call Recording using the following command:

       /etc/init.d/callrec start

6. Check that all services run correctly. Test both modes of recording: