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Why you need it
Imagicle Call Recording is a centralized call recording solution for Cisco UC platforms perfect for cloud and hosted environment.
It's easy to use, reliable, flexible and at the right price, dedicated to any company that needs to record calls either for critical services with legal requirements, for operator training or just to keep track of important calls.
It offers three recording modes: Always On, to record every call automatically; On Demand, for only those conversations that need to be recorded, and Live Keep, to start recording at any time during the phone call and get it registered from the start.
Imagicle Call Recording it is Cisco and BroadWorks Compatible and it is also available for subscription on Cisco GPL Solutions +.
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End of Support of Cisco Mediasense scheduled for next October 31st, 2020.
At a glance
Automatically record every incoming and outgoing call (with any filter you wish) on a line/location with no need for any intervention.
Record only when you need to, via conference or with a special key on your IP phone.
No training is needed to record
calls or to play them back
on our simple app.
Lets you record calls from different locations using your PIN (Free Seating) and even calls received on mobile phones.
Automatically save and index your encrypted recordings on the local server or on an external NAS (crypted).
Uses Cisco Built-In Bridge technologies on IP telephones, Network-Based Recording of Voice Gateways and conference calls.
This product is included in the Imagicle ApplicationSuite with all the other apps of the suite, available as a setup package for installation on any virtual machine/physical server or through a ready-to-deploy Virtual Appliance
Up to 180 channels per instance (actual or virtual). Multiple instances supported, through Imagicle active-active cluster.
Manual or automatic from CuCM via AXL or Microsoft AD, LDAP/OpenLDAP systems and CSV files.
Active Hot Standby, either on same DC or different DC (Disaster Recovery).
Via e-mail and SNMP.
Always-on recording without any user intervention.
On-demand recording activated using a softkey or through a phone conference, with option to pause recording for sensitive data acquisition.
Live Keep recording, when user initiates a recording through softkey Start button and the whole conversation is taken into account and stored.
Free-seating mode through a phone conference, with personal PIN number and remote number acquisition.
Call Recording is also available via Jabber gadget and Cisco Finesse with start/pause/resume/stop buttons and it is compliant with GDPR and PCI-DSS regulation
Yes, pre-configured historical reports via web interface. All reports are schedulable and they can be additionally saved into a shared Windows folder, to be retrieved by a third-party application.
Incoming/outgoing calls, with optional recording filtering (i.e. only incoming or only external calls).
Cisco forking @ Cisco phone (Built-in-Bridge) or Gateway (Network Based Rec),
Dial in-based manual or automatic conference,
Free seating manual dial-in,
CME/CUBE/Broadsoft forking via SIPREC standard
A recording announcement can be automatically played for incoming and outgoing calls by leveraging Cisco Agent Greeting feature available to any TAPI-enabled phone device except Jabber clients, which can leverage a different CURRI-based method for incoming calls only.
Mobile Enterprise recording
External mobile phones recording using network-based recording.
Search & Play
Embedded web interface in Imagicle ApplicationSuite.
Gadget for Jabber
Free Call Recording gadget for Search & play and start/stop recording included.
Local: 300 KB per recording minute (1 year of recordings for 20 agents with 500 GB disk space), and/or on NAS. Local recordings can be encrypted for security reasons.
Imagicle Call Recording adds a digital signature to its recording files, to avoid data altering. Specific digital certificate can be uploaded into Imagicle server for this purpose.
CallRec REST APIs
REST APIs are available to start and stop Dial-In or Media Forking recordings on TAPI controlled IP phones. New APIs are now available to search & download unencrypted recordings.
Track of users play, download and delete activities on each recording, for control and traceability
Yes, configurable per user to receive new recording notification with link to access recording
Secure protocols and codecs
Secure SIP (SIPs) and secure RTP (sRTP) with auto negotiation
Yes, with encryption and indexing for security and large scalability
Protocols and codecs
Integration with Cisco Finesse
Record audio calls for Cisco UCCX/UCCE agents and give access to recording directly within Cisco Finesse through a dedicated gadget.
Recording can be manual through the control buttons in the gadget, or automatic via Cisco Finesse workflow design
Overlapping dialing plan support
Yes, phones with overlapping numbers and shared lines can record calls and having them associated to the respective user.
Multi-tenant / shared instance support
Yes, by associating tenant info with recording enabled users and providing tenant supervision privileges for search and play across all tenant users.
Multi cluster support
Yes, with non-overlapping dialing plan and same UC System version across the clusters.
The solution is officially certified with the release 12.0 of Cisco UCM, BE6K/7K.
GET THE CERTIFICATE
Imagicle Call Recording is officially certificated for BroadWorks Platdoms.
Imagicle is one of only a few dozen worldwide Cisco Preferred Solution Partners.
Imagicle is also a
Microsoft GOLD Independent Software Vendor.
When you purchase an Imagicle product an Imagicle Care Basic plan for 12 months is already included.
You just need to extend immediately or to renew later your service or upgrade to Imagicle Care Gold.
You can subscribe to our Imagicle Care Gold and Platinum plan to have the best services for your company. Extended Support periods, predetermined response times, remote and proactive support, 24x7x365 support coverage and much more.
A team of specialists are able to answer you in 7 languages: Italian, English, German, French, Spanish, Portuguese and Arabic. In critical cases also the R&D team is directly involved for you to have
"All Hands On".
Available as of July 22th, 2020.
CHECK ALL THE NEWS | WHAT'S AROUND THE CORNER
Whether your organization needs to record every call for legal reasons (emergency services, telephone orders, etc.), or you want to give your employees the option of recording important calls, or to be able to play back a new sales person or operator's call for training purposes, Imagicle Call Recording is the solution for you.
Flexible enough to adapt to any scenario, reliable and secure as required for your calls, easy to use and available to every one of your employees.
The new specific regulations involve the way companies need to record phone calls and keep them secure and protected.
Imagicle Call Recording has been designed with features and flexibility to match the requirements of them.
January 3rd, 2018
European financial companies as banks, trader, broker, fund managers
May 25th, 2018
Worldwide companies managing EU citizens' data
June 30th, 2018
Worldwide organization that store, process or transmit cardholder data
US companies managing all forms of PHI, including paper, oral,and electronic
Imagicle Call Recording is available on Cisco Phones, Cisco Jabber Desktop and Mobile, Cisco Finesse and Imagicle Attendant Console.
Imagicle Call Recording also lets you record conversations when you're not at your desk. With "free seating" mode, you can record a conversation by activating a conference from a different location, entering your PIN.
If you need to record company calls intended for colleagues who answer from their cell phone or a phone not on the network, such as for an on-call service, you can do it automatically in Network-Based Recording mode or by triggering a conference from your mobile phone and by optionally entering a numeric PIN or User ID.
Start/stop your recordings by pressing a button on your device, for On Demand mode (compliant with GDPR regulation). You can also pause and resume the recording to skip sensitive information, as credit card data (compliant with PCI-DSS regulation).
Available on Cisco Phone via XML, Cisco Jabber Desktop, Cisco FInesse and Attendant Console.
With the Live Keep feature on active calls, you can start recording at any time. Imagicle Call Recording will record your calls from the very beginning, without losing a second.
Search and playback your calls whenever they are saved through a simple Web interface, or quickly sign in to Jabber gadget. Receive the recording directly on your email at the end of every call, at your very convenience.
In case you need to playback your recent recordings, you can also do it directly from your phone.
All the recordings are locally saved and indexed on the Imagicle server, using the MS SQL Server database in the Suite or on any external server keeping all the security settings and conversation policy. Anyway, you can easily search your calls for any field (by date, tenant-group, agent, extension, etc..).
Thanks to SIPS and SRTP protocols support, content and recording details are encrypted and only authorized persons will be able to playback the recording, using a specific password, through a Web interface and from Jabber.
Compliance with PCI-DSS, HIPAA, FSA normatives thanks to recordings watermarking and audit of user access.
Using the easy to use web interface, you can define the calls that must be recorded defining the settings you want such as kind of calls (incoming, outgoign, both), traffic type (internal, external, both), black list calls, permissions, data retention policies and much more.
Three brand new reports to constantly monitor, analyze and controll your call recordings.
RECORDING LIST: Filter by data, duration or notes and export in PDF, Excel or Word format.
SPECIFIC ANALYSIS BY VOLUME: Filter data by user – groups of users– server or tenant.
BUSY CHANNELS: Filter by data and see when the recorder has reached the limit. You can also view any damage or loss.
Total fax management.
Fax wizard and all the faxes received/sent are available at a click thanks to the free Imagicle IP Fax Server Jabber Gadget.
Access all your external contacts, and add global click-to-call and Caller ID to all your calls using the free Jabber Gadget from Imagicle Directory.
Clip & Call any number displayed on your screen
Your unified call list (all calls placed with Jabber desktop/mobile and desk phone) and dashboard are available at a glance for total control of calls and expenses inside Cisco Jabber desktop.
Free mobile Imagicle Accounting & Billing for Cisco Jabber Gadget.
Monitor your telephone expenses, keep tabs on telephone use and keep everything under control. Plus, thanks to Imagicle Budget Control you can also check your available credit in real time.
Lock your phone and erase your personal call list when you go out to prevent unauthorized access, using the free Imagicle Phone Lock Jabber Gadget.
Exclusive Search & Play gadget inside Cisco Jabber Desktop.
Lets you search and play back your calls saved and encrypted on the server, at any time.
You can organize your registrations by date, tenant-group, agent, extension, etc., and search for any field.
Available for free with Imagicle Call Recording.
Imagicle Call Recording offers you a variety of options to inform callers that their call is about to be recorded, indipendently from the chosen recording method.
You can add a custom message for your incoming or outgoing calls, notifying the caller that the call will be recorded, without any additional app.
Thanks to the support of CURRI protocol and Agent Greeting (have a look at "Architecture section"), Imagicle Call Recording is now able to playback audio messages that are easily configurable on Imagicle Call Recording web portal and your Cisco UC system.
Polytechnic of Namibia
In 1994, it was the first institution of higher learning established in Namibia.Today, with two campuses, it has over 11,000 students and almost 700 faculty and staff.
In migrating to a Cisco UC system, the Polytechnic adopted all Imagicle suite solutions:
accounting & billing, paired with the budget control module and the phone lock solution, provided complete control over the more than 1,000 extensions, preventing unauthorized telephone use and guaranteeing respect of the telephone budget.
At the same time, its 50 customer service workstations handle vast numbers of calls from the university, while the Imagicle fax server replaced the old fax machines.
Polytechnic of Namibia
for Cisco UC
Billing - Budget Control
Operator Desk - ACD
IP Fax Server
Platform: Cisco UCM
“We chose Imagicle for our operator's workstation, but appreciated it for the entire suite and for the support.”
Matteo Briotto - IT Manager
For over 50 years, Gabriellie has been selling and processing steel in Italy.
With six different companies, over 180,000 sq. m of industrial plant throughout northern Italy, the entire group now employs over 1,200 people.
When switching to Cisco UCM 9.1, it was natural to choose Imagicle solutions because they guaranteed Gabrielli would receive all the functions it needed while improving those of UC without compromise.
Case History >>
Gruppo Gabrielli Spa
Operator Console - ACD
Audio Skype Gateway
Accounting & Billing
Platform: Cisco UCM 9.1
“One of the finest support services I've ever tried”
David Lawson - IT Analyst
Cubiks is an international consulting firm that designs and provides services for human resources assessment and development.
Over 1,000 clients in 50 countries use Cubiks solutions.
The company chose the Imagicle directory management solution for the guaranteed support service ready to answer any question in six different languages.
With over 200 production units in 41 countries, Sibelco is a world leader in the extraction and processing of natural raw materials used in a wide range of applications.
Sibelco Europe is involved in a project to manage its sites in Belgium, Netherlands, Germany, Italy, England and Norway using a single Cisco UCM cluster.
In collaboration with FAR Networks, which is managing the migration process, the Italian and Belgian site have already implemented Imagicle solutions for telephone traffic control and centralized directory management, which has been personalized for speed dial numbers.
Thanks to the successful use of Imagicle apps, management has decided to extend the services to the other European sites in the near future.
Accounting & Billing
find out more stories >>
Imagicle Call Recording is a client/server application and an Imagicle UC Suite add-on.
It can co-reside on the same physical/virtual server as ApplicationSuite with which it shares the user database, with external source synch and authentication capabilities (Cisco UCM, LDAP, Active Directory), for ease of administration.
Thanks to the modern recording technologies used (requires no sniffer or network apparatus to capture traffic), it can be used both on-premise and in e-Cloud hosted environments.
Simple licensing based on the number of simultaneous recording channels, regardless of the number of telephones/agents you want to record.
Imagicle Call Recording can be used in two recording modes:
Imagicle Call Recording can be integrated with Cisco UC platforms in four ways, which can also be used simultaneously to offer various services in the same environment.
Available services, integration requirements and user experiences differ according to the technology used.
The Cisco Built-In Bridge feature is used to fork two audio flows directly from the user's IP Phone to the Call Recording Trunk SIP.
Each audio flow includes the caller and called's voices. Imagicle Call Recording combines the two audio flows in a single WAV file containing the conversation.
This mode requires the use of CUCM rel. 8.x or higher for Always On and 9.x or higher for On Demand. Cisco IP Phones must be third generation (69xx, 79xx, 89xx, 99xx or later) including the DX series. See the specific models on the official website: Cisco Recording Supported Device Matrix.
Imagicle Call Recording supports SIP and Secure SIP trunks (RPT and sRTP audio streams are both supported) and G.711 and G.729A audio codecs.
If G.729 or another compressed audio codec is used, Cisco resources are necessary to transcode flows in G.711 to the Imagicle Call Recording app.
Using this technology, it is possible to play a periodical beep during recording.
Moreover, Imagicle Call Recording offers exclusive capability to play recording announcement for incoming and outgoing calls, through CURRI or Agent Greeting, without having to implement additional applications for this purpose
The Cisco Network-Based Recording feature is used to fork two audio flows directly from the Cisco Voice Gateway PSTN to the Call Recording Trunk SIP.
Each audio flow includes the caller and callee's voices. Imagicle Call Recording combines the two audio flows in a single WAV file containing the conversation.
This mode requires the use of CUCM rel. 10.x or higher and Cisco Voice Gateway ISR-Gen2 Gateways (29xx-39xx), IOS 15.3(3)M or higher, which can be configured in Voice Gateway or CUBE mode.
Imagicle Call Recording supports SIP and Secure SIP trunks (RPT and sRTP audio streams are both supported) and G.711 and G.729A audio codecs.
Moreover, Imagicle Call Recording offers exclusive capability to play recording announcement for incoming and outgoing calls, through CURRI or Agent Greeting, without having to implement additional applications for this purpose.
This mode allows to manually or automatically setup a conference call among local user, remote party and a pilot number associated to Call Recording SIP Trunk.
Automated dial-in mode requires CUCM rel. 8.x or later and it works with any TAPI-enable Cisco IP Phone. Manual dial-in mode can work with any phone device, including analog sets.
Imagicle Call Recording supports SIP and Secure SIP trunks (RPT and sRTP audio streams are both supported) and G.711 and G.729A audio codecs. If G.729 or another compressed audio codec is used, Cisco resources are needed to transcode flows in G.711 to the Imagicle Call Recording app.
Manual Dial-In Conference mode does not allow to acquire remote party number, thus this information is not included in relevant recording properties.
To trigger automated Dial-In recording, the user accesses to a specific phone service, including buttons to start/stop and optionally mute/unmute the recording. Once Start button is pressed, Call Recording can optionally play a customizable privacy statement audio prompt, which is heard by both parties. Recording can be temporarily muted (PCI-DSS regulation) and/or stopped at any time by pressing relevant softkey.
To trigger manual Dial-In recording, the user manually initiates a conference call with the Imagicle Call Recording Pilot number. Once the conference call has been activated, Call Recording might request a numeric userID and personal PIN (only for "Free Seating" mode) and optionally it can play a customizable privacy statement audio prompt, which is heard by both parties. Recording can be stopped at any time by pressing “*” key.
Moreover, Dial-In method allows to play a periodical beep signal during recording.
Dial-In Conference mode does not allow to acquire remote party number, thus this information is not included in relevant recording properties.
Session Recording Protocol (SIPREC) is an open SIP-based protocol for call recording standard, defined by Internet Engineering Task Force (IETF).
SIPREC method allows to trigger call recording from any phone device, including analog phones, providing that a specific dial plan is applied to force call signaling and RTP audio streams routing through a dedicated Cisco CUBE via SIP trunk. This requires Cisco CUBE appliance to be licensed for up to 2xN SIP Sessions (N is the number of concurrent phone devices to be concurrently recorded).
"SIPREC " technology can be used for Always-On recording only.
This method requires a dedicated Cisco gateway, with specific CUBE IOS, licensed with 2 x nn concurrent SIP sessions: Cisco CUBE with IOS 15.6(1)T Cisco CUBE with IOS XE 3.17S.
Imagicle Call Recording offers exclusive capability to play recording announcement for incoming and outgoing calls, through CURRI or Agent Greeting, without having to implement additional applications for this purpose.
Identify the server required based on the number of applications to run on the same server and on the size of your apps. Apps are classified for that scope on the basis of the size they're usually proposed to different type of Customers: Small businesses, Medium businesses and Large Enterprises.
Number of applications running on the same server by customer type
Up to 3 apps
Up to 5 apps
Up to 7 apps
Up to 9 apps
multiple servers are required, contact us for a project
Up to 11 apps
App classification per Customer Type
per Customer type.
Accounting and Billing extensions
Blue's Enterprise 4/Lync, Billy Blue's 4
Budget Control extensions
Phone Lock users
IP Fax Server channels
Advanced Queueing - Auto-Attendant
Queue Manager Ent. / Auto-Att. Module
CTI - Attendant Console users1
Blue's Attendant Professional - Enterprise
CTI - Desktop users1
Blue's One CTI Enterprise
Voice Mail & UM channels
Call recording channels/agents2
Hospitality services users4
Hotel Pack for Cisco UC
Server type or virtual machine
Dual Core i3-2130 or higher / 2 dedicated vCPU (4 vCPU with Hyper-T) with 2.5Ghz reservation
MS Windows Server 2019-2016-2012 Standard/Data Center/Essentials
Quad Core E3-1230 or higher / 4 dedicated vCPU (8 vCPU with Hyper-T) with 4.8Ghz reservation
Six Core E5-2620 or higher / 6 dedicated vCPU (12 vCPU with Hyper-T) with 6.9Ghz reservation
Dual Quad Core E5-2620 or higher / 8 dedicated vCPU (16 vCPU with Hyper-T) with 8.9Ghz reservation
10 core E5-4627V4 or higher / 10 dedicated vCPU (20 vCPU with Hyper-T) with 12 Ghz reservation
For more info regarding Windows OS for the Imagicle UC Suite please visit www.imagicle.com/go/OS
Our applications are ready to run on any virtualization environment as VMware, Microsoft, etc.
If you install Imagicle applications on a Virtual Machine, you must allocate the amount of RAM, CPU power and disk space stated in the server table. The virtual hardware resources must be reserved, that is, they must not be shared with other virtual machines. No limit must be set for CPU utilization.
Data storage requirements
The suite installation includes Microsoft® SQL Server® 2017 Express Edition, offering top security, improved performance and 10 GB database. The update of existing installations, automatically upgrades to the latest version, in a transparent operation for the system administrator.
The applications store configuration and data in the SQL 2017 Express Edition, with the following storage considerations:
Call Analytics – requires 700 MB per million calls to keep online for reporting
Digital Fax – requires 1 GB per million of faxes sent/received to keep online for retrieval.
The fax attachment is stored on the file system (not in the DB) and requires an average of 100 KB each one (100 GB of disk space per million of faxes)
Contact Manager – 3 KB per each contact in the directories (600 MB per 200,000 contacts)
Advanced Queueing – requires 1.5 GB per million of calls treated and agent detail records
CTI – Attendant Console – requires 0.5 GB per million of calls kept for the clients registry.
SSAM – no DB usage. The messages are stored on the file system, with an average of 3 MB for each recorded message
Call recording requires 1.4 GB DB space per million calls for metadata. Recordings are saved on the server filesystem. About 300KB of disk space for each recording minute is required on the Imagicle server disk. Having 500GB hard disk, it is possible to store up to 300,000 call recordings, 5 minutes each, which corresponds to 1 year «always on» recordings for 20 agents. It is possible to export recording to external Network File System for longer retention.
Users and other apps require a very small amount of space in the DB, negligible for the DB and Hard Drive storage calculation.
From Imagicle release 2019.Summer.1, we embed MS SQL Server 2017 Express Edition, which is not supported on Windows Server 2008 OS.
If you need more than 10GB online data (Large business scenario), a Microsoft® SQL Server commercial license must be used (not included with the product).
For Microsoft SQL license considerations, you will need as many CALs as the number of users accessing the Imagicle applications or the core/processor license that includes unlimited CALs. The applications can be installed on the same server running Microsoft SQL Server or on a different machine (a dedicated machine is not required).
Client - hardware and software requirements
CPU dual-core or higher, 2GB RAM (PC), 4GB RAM (Mac),
OS MS Windows Vista/7/8/10 32-64 bit
macOS ver. 10.12 (Sierra) up to 10.15 (Catalina). 32 or 64bit (valid only for Cisco UC and CrossPlatform Suites)
19” Monitor, 1280 x 1024 or above
Blue's Attendant is supported by Imagicle on the following editions of Windows 10: Pro, Education and Enterprise.
Blue's Attendant is supported on the in-market supported servicing branches of Windows 10 including Current Branch and Current Branch for Business.
Citrix XenApp/Desktop and Microsoft Terminal Services virtualization environments are supported.
Mail - Mail2Fax
any e-mail client
Internet Explorer, Firefox, Safari, Chrome browser
Cisco 6921 - 6941 - 6945 - 6961 - - 7800 series - 8941 (SCCP) - 8945 (SCCP) - 8961 - 9951 - 9971
no visual indication of phone status.
In this case, you may divert an outgoing call attempt to a number that will return an unauthorized call message, for instance through: Imagicle SSAM, Imagicle IVR Manager, Imagicle Queue Manager Enterprise, Third party voice mail systems
Cisco 7911 - 7912 (SCCP) - 7920 - 7922 - 7931 - 7940 - 7942 - 7945 - 7960 - 7962 - 7965 - 7970 - 7975 - 8800 series
models which support visual indication of phone locking status.
Directory & Caller ID
Cisco 6921 - 6941 - 6945 - 6961
7911 - 7912 - 7921 - 7922 - 7925g - 7931 - 7941 - 7942 - 7945 - 7961 - 7962 - 7965 - 7970 - 7975 (also old 7906, 7940, 7960)
8941 - 8945 - 8961
9951 - 9971
DX650 - DX80 - DX70
conference call recording method: any phone
Built-in Bridge recording method: 7900, 8900, 9900, DX series
check details on Cisco Recording Supported Device Matrix here
from the affordable 3900 series to the high-end 9900 or the new DX series. But if you need to keep your analog phones, you can do that, too.
Imagicle Fax - Imagicle Contacts
iPhone/iPad and Android devices
any e-mail client
browser Safari, Chrome
Now you can run the Imagicle AppSuite on the same Cisco UC on UCS server! Your preferred Imagicle solutions, can now be co-resident with the Cisco Unified Communications virtual machines on the Cisco Unified Computing Systems (UCS), providing cost saving and even more integration with Cisco.
Platforms listed in the following table have been verified for operation with the product. Imagicle solutions are based on technological standards and therefore operate with many of the most commonly used systems on the market. Should your system not be listed, please contact our technical department to check interoperability. Cloud Connector, Office365 and Teams are currently not supported.
15.3(3)M or later
CUCM 10.x or later
Both in Voice Gateway and CUBE configurations
15.3(3)S or later
Call Manager Express
Cisco IOS 15.6(1)T or Cisco IOS XE 3.175 or above
Recording available for PSTN in/out calls only. Please contact Imagicle to check feasibility.
Find out how to deploy your Imagicle apps in your environment.
Imagicle apps usually don't require any training, but you can enjoy our guides.
Quick starting videos to use Imagicle Applications
at their best.
Find out some answers to frequent questions and some useful solutions.