Corporate Call Recorder (CCR)


Introduction:

CCR is a solution for monitoring and recording of the VoIP calls within an organization, especially developed for the Cisco Systems VoIP platform (Cisco Call Manager - CCM etc). It supports defining a set of rules, depending on which the automated call recording is performed. The easy and convenient web interface allows the users to search for recordings, listen to recorded calls, downloading them as well as live call monitoring (while the call is active).

CCR is developed to integrate with the Java Telephony Application Programming Interface (JTAPI) exported by Cisco Call Managers, which allows it to work very reliably by getting the VoIP "signalization" events (like call start, call hang-up, conference setup etc) from the very component that handles them.

CCR is especially useful for contact / call centers as it allows significant improvement in communication with clients by avoiding errors while processing client requests over the phone, speeds up the work process and brings costs down, by lowering the necessity to spend much time on the phone. It also allows analysis of the calls and overall improvement of customer communication.

Another target group for CCR are information security departments. Using CCR they can excerscise control over excommunication of secret information and can help them fight industrial espionage.

Main features:

The main features of CCR include:

  • Recording of calls carried out in the VoIP network of the enterprise

  • Live call monitoring

  • Support for defining a filtering rules set, which define if a call is to be recorded or not

  • A convenient web interface for both system administration and configuration, and for management (e.g.deleting), listening and downloading of the recordings

  • Supports all major VoIP codecs (G711 - a-law/u-law, GSM, G722, G729 and others)

  • A robust role based access control subsystem, which allows giving users the necessary permissions in the system

Product details:

Since CCR is especially targetted at VoIP networks implemented using Cisco Systems equipment and in order to be most accurate and full featured, the system integrates closely with the Cisco Call Manager's JTAPI interface from which it receives detailed information on the events of call initiation, teardown, call holding etc. CCR's JTAPI module determines if the call should be recorded, stores meta-information for the calls in the database and initiates the call capturing by sending a recording request to the CCR kernel, which captures the RTP stream with the conversation's audio and stores it to disk.
The system is equipped with an easy to use and functional web interface, which allows playing the recorded calls with a single mouse click, downloading of recordings, their management, system administration etc. Because recording peoples conversations is a sensible topic, the system supports a powerful role based access control subsystem, which restricts user access, depending on their associated system role.

Technical details:

In modern VoIP networks there is a separation of concerns and functionality between the "signalization" part, which is responsible for call control (call setup and teardown, holding, tranferring, conference setup etc), and the actual audio streaming of the conversation. Signalization protocols include the Cisco Skinny Call Control Protocol - SCCP, the H323 (also often used in Cisco Systems VoIP networks, although SIP is also supported by Cisco equipment) suite and the Session Initiation Protocol - SIP for example. The conversation audio stream itself is almost always transmitted using the Real-time Transport Protocol (RTP). In VoIP networks implemented using the Cisco Systems equipment in particular, the signalization part is handled by the Cisco Call Manager (CCM), usually using SCCP and H323.
As stated above in order to be as accurate as possible, CCR integrates with the CCM's JTAPI from which it receives information on the events of call initiation and teardown, call holding, transfer, conferencing etc. CCR's JTAPI module processes the call related events and handles the call meta-data: it checks its configuration DB to see if the call should be recorded or not and stores call information in the database (caller, callee, time of the call, duration etc). If the call has to be recorded, the JTAPI module sends a SOAP request to the other main CCR module - the kernel, passing in the IP:Port pairs of the 2 peers between which the RTP stream with the call's audio will flow.
Having received a recording, call start request with all necessary information from the JTAPI module, the CCR kernel starts capturing the network traffic exchanged between the 2 RTP endpoints, thus capturing the audio stream. The actual network traffic capture is implemented using the de facto standard tool for this job - the PCAP GNU/Linux library. The extracted RTP stream is then decoded, mixed, encoded into MP3 or Ogg Vorbis format (depending on the configuration) and finally stored in a file on disk.
Here's a logical component diagram of a CCR deployment: CCR component diagram

Links and documentation:

  • CCR datasheet (in Bulgarian)

  • The CCR & VoIP call recording presentation that Borislav Dimitrov performed at the Cisco Expo Sofia 2008 can be found here (in Bulgarian)

  • A brief manual that describes how to integrate CCR with the CCM (installation of the JTAPI plugin, creating a CCM user for communication with CCM's JTAPI and associating it with the phones to be recorded etc) can be found (in Bulgarian) here

  • A screenshot of CCR's main screen:

    CCR main screen
  • CCR banner from the CeBIT exhibition in Hanover, Germany 2009:

    CCR CeBIT 2009 banner
  • One of the product flyers that we printed for our participation at the CeBIT in Hanover, Germany in 2009, with brief information on both CCR and VoiceClerk (in English and German) can be found here

  • A link to the catalog of the Bulgarian stand at the CeBIT in Hanover, Germany 2009 can be found here. It contains information on Bulgaria that may be of interest to investors looking for opportunities here and for the companies that were part of the Bulgarian stand in 2009. Please, note however that some of the information in that catalog may be dated (like our address for example) and may no longer be valid.

  • The CeBIT technology fair in Hanover, Germany is the biggest IT event world wide, visited by millions of people and attended by thousands of exhibitors each year. Here is a link to the CeBIT web page.