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Compliance Archiving for Cisco Webex Calling

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  • Updated

Overview

Nuclei provides Dubber customers with the ability to automatically export, enrich, and archive all communications occurring within Cisco Webex Calling, including conversations taking place on:  

  • Cisco desk phones
  • Analog telephone adapters
  • Webex Calling app

As a first step, you must allow Dubber to record all incoming and outgoing calls for specific users in your organization. Dubber Call Recording can be implemented for:

  • All members of an organization
  • A specific group
  • An individual user

Upon completing of recording, Nuclei's ETL Firehose automatically ingests those recordings for further processing and compliance archiving in other 3rd party applications including the Smarsh Connected Archive. 

 

Prerequisites

  • Your Cisco partners has enabled this service for your organization. 
  • Users have Enterprise or Basic Webex Calling licenses 
  • The Dubber Call Recording is implemented as a third-party offering.

 

TLDR;

Installation 

  1. Activate Dubber Call Recording 
  2. Deploy the Nuclei "Compliance Archiving for Dubber" app
  3. Create Dubber Rest Hook subscriptions 

Usage

Utilization varies, and will depend on the downstream archive being used. 

Example (Smarsh Professional Archive)

  1. Login to https://app.smarsh.com 
  2. Select Search > New Search 
  3. Select Content, and replace "All Content" with "Dubber" 
  4. Select "Search"
  5. Select a Dubber Call Recording from the search results.
  6. Replay audio. 
  7. Review audio transript. 

For more information on the Smarsh Connected Archive, please visit Smarsh Central 

 

Getting Setup

Enable Call Recording for Webex Calling Users

To activate Call Recording for: 

  1. From the customer view in https://admin.webex.com, go to "Users" and select a user
  2. Select "Calling", scroll to "Advanced Call Settings", and then turn on "Call Recording"
  3. Make note of the following information and use the information presented here when you add your dub.points in Dubber:
    1. Service Provider (customer ID)
    2. External Group (location ID)
    3. External Identified (user ID)
  4. You can configure any of the following recording settings:
    1. Never - This option is selected by default. 
    2. Always - Choose this option if you want all incoming and outgoing calls recorded. 
    3. Always with pause / resume - Choose this option if you want to grant users control over when they can pause and resume recordings. 
    4. Play recording start / stop announcement - Choose this option if you want to grant users control over when they can pause and resume recordings. 
    5. Record voice messaging - Choose this option if you also want to record voicemail messages sent and received. If storage space is a concern, you may not want to select this option. 
    6. Record tone every - By default, a tone is played every 20 seconds reminding all parties that the call is being recorded. You can change this to a value between 10 and 90 seconds. 
  5. Click "Save".

Users will afterwards see an icon on their Multiplatform phone and the Webex Calling app showing that a call is being recorded. Users may have the option to pause the recording, if you enabled that setting for them. 

 

Configure Dubber 

To access recordings, go to your account in Dubber, click the "People" tab, choose the appropriate External Identifier (as identified above in the Cisco Control Hub), select "dub.points", click "Add Dub Point", make the following selections, and then click "Save Changes":

  • Product - Choose your product. 
  • External Type - Enter "BroadWorks"
  • Service Provider - Copy and paste the value from Control Hub
  • External Group - Copy and paste the value from Control Hub
  • External Identifier - Copy and paste the corresponding value from Control Hub

 

Configure Nuclei 

Install the "Compliance Archiving for Dubber" App

The following additional steps are required to facilitate export and archiving of Dubber Recordings:  

  1. Deploy the "Compliance Archiving for Dubber" App
  2. Create Dubber Rest Hooks 

Upon successful authorization, you will see the following message displayed: 

"Perfect! You're ready to archive Dubber Call Recordings!"

This app provides turnkey integration with the Smarsh Connected Archive enabling seamless archiving of all Zoom communications. 

 

FAQ

I authorized the app. What's next? 

After activating the "Compliance Archiving for Dubber" app, you must first complete customer onboarding with Nuclei to finalize the export configuration.  

 

Test Plan

After installation, please complete the following test plan to validate successful app deployment: 

Cisco Webex Calling

  1. Complete a test call using the Cisco Webex Calling app 
  2. Validate that the "Recording" status indicator is active during the meeting. 
  3. End the call. 
  4. Login to Dubber, and validate that the recording has finished processing and is available. 

Smarsh Connected Archive 

  1. Login to https://app.smarsh.com 
  2. Select Search > New Search 
  3. Select Content, and replace "All Content" with "Dubber" 
  4. Select "Search"
  5. Select the test Dubber Recording you completed in the steps above from the search results.
  6. Validate that the Dubber Recording appears correctly in the Archive:  
    1. Audio recordings are attached to the record as an MP3 file.
  7. Validate that each content type can be replayed in the Archive. 
  8. Validate that the audio transcript appears correctly below the recording. (optional)
  9. Validate that all recording participants are correctly identified. 

 

More Information

For more information on Compliance Archiving for Dubber and for a demonstration of related capabilities: 

Thanks!! ✌️

 

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