Call Recording

Words matter. Record them.

100% voice recording for compliance, coaching, transaction verification, legal protection or handling sensitive information. From any device.

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Record calls securely and reliably, no matter where the agent is.

Capture your conversations the way you like.

Centralized capture across devices and platforms with a variety of recording modes: always-on, on-demand, and live keep.

Compliance recording and quality assurance.

Capture conversations securely to protect data and meet security regulations such as GDPR, MiFID II, PCI-DSS, and HIPAA.

Access recordings and analytics from every part of the business.

Support geographically distributed environments and deliver the same high-level features to mobile and remote workers, from any device.

Coaching and training. Realize value from your interactions.

Leverage prerecorded calls in training and coaching process as an effective way to train agents and elevate customer experience.

The insights you need for better decision making.

Get detailed reports regardless of where calls were recorded in your enterprise. Spot vulnerabilities and make data-driven decisions.

A unified experience from the tools you love.

Available from the web portal and Cisco Phones, Cisco Webex, Jabber, Finesse, Microsoft Teams, and Imagicle Attendant Console.

Capture your conversations the way you like.

Centralized capture across devices and platforms with a variety of recording modes: always-on, on-demand, and live keep.

Compliance recording and quality assurance.

Capture conversations securely to protect data and meet security regulations such as GDPR, MiFID II, PCI-DSS, and HIPAA.

Access recordings and analytics from every part of the business.

Support geographically distributed environments and deliver the same high-level features to mobile and remote workers, from any device.

Coaching and training. Realize value from your interactions.

Leverage prerecorded calls in training and coaching process as an effective way to train agents and elevate customer experience.

The insights you need for better decision making.

Get detailed reports regardless of where calls were recorded in your enterprise. Spot vulnerabilities and make data-driven decisions.

A unified experience from the tools you love.

Available from the web portal and Cisco Phones, Cisco Webex, Jabber, Finesse, Microsoft Teams, and Imagicle Attendant Console.

Integrated with the solutions you love.

For Enterprises

All the must-have apps for your UC platforms: one suite, one server, one support, one experience. Always up-to-date and suitable for every company, On-Prem or Cloud.

Cloud On-Prem

For Service Providers

Complete your UCaaS offer with all the services your customers need. You can have the Imagicle UC Suite running on the Imagicle Cloud or hosted in your DCs.

Cloud Hosted

Try Call Recording

We'll show you the best purchase options for your business, with perpetual licenses or subscriptions.

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Details that make the difference.

Stay secure, compliant, and legal.

From recording rules to customer consent and masking, make it easy to mitigate risk and meet security standards. Recorded calls are encrypted with secure SIPs and SRTP protocols, with advanced user profiling for rule-based access and flexible retention time.

Make recording management simple.

Capture, archive, retrieve and analyze interactions with effortless search&play features, download/delete multiple recordings, get email notifications with call recording details and enjoy seamless integration with other Imagicle apps, such as Attendant Console.

Cloud-ready, flexible, and scalable.

Scalable technology for single, multi-tenant instance, Cloud or Cloud-connected, available as a cloud service, for installation on a physical/virtual server or via a ready-to-use virtual appliance, with local or external encrypted storage and configurable data retention.

Ready for today’s work-from-anywhere model.

Capture and analyze operators’ interactions anytime from anywhere for remote workforce success. Monitor the use of resources and provide insight into process adherence and efficiency gaps, whether agents are in-office, on the go, or at home.

Cover the reporting needs of any team size.

Analyze and easily export interaction reports for rapid insights: Traffic Analysis, Volume Analysis by user, group, server node and tenant, comprehensive Recordings List and Busy Channel to verify the correct sizing of your telephone system.

Coming soon: Voice Analytics for your Call Recording.

Enhance sales and service team productivity with advanced speech search and AI-driven analytics, guaranteeing faster, more accurate search. Moreover, you can leverage sentiment analysis, based on the power of cloud-based data to boost your business and win your customers' heart.

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We'll guide you through the benefits of Imagicle Call Recording.

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Get the most out of it.

Imagicle Call Recording is often used in combination with these solutions.

Attendant Console

Manage your calls quickly and professionally: transfer, park, notify calls on hold and check your colleagues' status.

Learn More

Contact Manager

Synchronize your contacts among multiple directories. Enable click to call and welcome your customers by name with the Caller ID.

Learn More

Call Analytics

Monitor and analyze your calls, allocate costs, check resources’ adoption, run reports and make data-driven decisions.

Learn More

Attendant Console

Contact Manager

Call Analytics

Advanced Services

Rely on a dedicated team to facilitate configuration and integrations.

Discover the Advanced Services

ImagicleCare

Choose the best plan for your business and get the support you need in 7 languages.

Discover ImagicleCare

Resources.

EN Watch

WEBINAR - How to Lab

45’

How to capture 100% of your conversations easily and securely.

Discover how to record your calls in a click, pause to skip sensitive info, easily access your files, and more.
Release Blog

Call Rec boost: from 180 to 500 recordings on the same server.

Leveraging all the hardware space with the same performance level, enabling 500 simultaneous recordings.
Download

Brochure Brochure

Get compliant: Imagicle Call Recording GDPR brochure.

Are you sure your call recordings are safe? With Imagicle, they are. Our Call Recording solution is 100% compliant with GDPR. Find out how.

Watch

WEBINAR - How to Lab

45’

How to capture 100% of your conversations easily and securely.

Discover how to record your calls in a click, pause to skip sensitive info, easily access your files, and more.

Release Blog

Call Rec boost: from 180 to 500 recordings on the same server.

Leveraging all the hardware space with the same performance level, enabling 500 simultaneous recordings.

Download

Brochure Brochure

Get compliant: Imagicle Call Recording GDPR brochure.

Are you sure your call recordings are safe? With Imagicle, they are. Our Call Recording solution is 100% compliant with GDPR. Find out how.

All resources

Book your free demo.

We'll show you how it works and answer your questions.

Request the demo

It's your turn! Give it a try!

Get your 30-day free trial to test the Imagicle solution first-hand.

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Do you want a quote?

We'll show you the best purchase solution for your business.

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Key features

Everything you need is already inside.

Deployment

This product is included in the Imagicle UC Suite 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

Scalability

Up to 500 channels per instance (actual or virtual). Multiple instances supported, through Imagicle active-active cluster.

Provisioning

Manual or automatic from CuCM via AXL or Microsoft AD, LDAP/OpenLDAP systems and CSV files.

High Availability

Active Hot Standby, either on same DC or different DC (Disaster Recovery).

System alarms

Via e-mail and SNMP.

User experience

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

Report

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

Recording scope

Incoming/outgoing calls, with optional recording filtering (i.e. only incoming or only external calls).

Recording methods

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

Recording methods

AudioCodes or CUBE forking via SIPREC standard

Search & Play

Embedded UC Suite web portal, with option for single or multiple batch recordings deletion or download as unencrypted MP3 audio files

Gadget for Cisco Jabber and Webex clients

Start/Stop/Pause recording + Search & play

Gadget for Finesse

Start/Stop/Pause recording + Search & play

Application for Microsoft Teams client

Start/Pause recording + Search & play

Attendant Console integration

Start/Stop/Pause recording; Search & play from

Archiving

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.

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Architecture

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 Imagicle UC Suite 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.

Call Recording is a client/server application and an Imagicle UC Suite add-on.

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.

Recording modes and technologies

Imagicle Call Recording can be used in two recording modes:

Always On: automatic recording of every incoming or outgoing call on authorized phones, with no user intervention.
On Demand: allows each authorized user to record calls on their own phone only when they need to. Recording can be activated at any time either via a conference or with a softkey on the Cisco IP Phone.

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.

Built-In Bridge Recording, from enabled Cisco phone devices
Network-Based Recording, Cisco Voice Gateways forking
Dial-in Conference Recording:
– Automatic TAPI-based conference call
– Free-seating method
SIPREC Recording, Cisco CUBE-based

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

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Requirements

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 types of Customers: Small businesses, Medium businesses, and Large Enterprises.

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Compatibility

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.

Corporation	System	Release	Certifications	Notes
CISCO	HCS	8.6, 9.x, 10.x, 11.x,12.x
CISCO	Unified Communications Manager	8.x, 9.x, 10.x, 11.x, 12.x	Cisco Compatible	Remote party number and call direction information is available since CallManager rel. 8.5.1
CISCO	Unified Communications Manager Business Edition 6000	8.6, 9.x, 10.x, 11.x,12.x	Cisco Compatible
CISCO	Unified Communications Manager Business Edition 7000	8.6, 9.x, 10.x, 11.x,12.x	Cisco Compatible
CISCO	Call Manager Express	Cisco IOS 15.6(1)T or Cisco IOS XE 3.17S or above		Recording available for PSTN in/out calls only. Please contact Imagicle to check feasibility.
BroadSoft	BroadWorks	R22.0 and above	BroadSoft Compatible	Supported SIPREC-based recording modes: Always (automatic), Always with Pause/Resume, On Demand User Initiated

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We'll show you the best purchase options for your business, with perpetual licenses or subscriptions.

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