Configure Extension Mobility for Cisco Network Recording (for QM and Analytics)

Calabrio ONE supports two ways of configuring Extension Mobility (EM) for Cisco Network Recording. The terms used in this topic are those used in the current product. The terms used may differ depending on your product version. When configuring agents for Extension Mobility, note that if the user is on a phone call when they log out of a device, the recording will stop.

Standard Extension Mobility

This is the original way to configure EM in Calabrio ONE. It works for single cluster systems, and it is the recommended way to configure EM for those environments.

Device associations configuration

User Profile Configuration

Associate a user with the user profile in Contact Devices
Do not configure a recording group for the user profile
The user profile does not need to be associated with the JTAPI user in Cisco Unified Communications Manager (Unified CM)

Device Configuration

Associate devices with a default hoteling agent or leave them unassociated with any user
Configure a recording group and recording type (Network) for the device
Device must be associated with the JTAPI user in Unified CM

How it works

Detecting EM login and logout depends on the set of extensions that are changing on the device. This means that Calabrio ONE has two requirements for user profile extension configurations:

The set of extensions on a user profile must uniquely identify that user profile
The set of extensions on a user profile must be different from the extensions configured for any device that user profile might log in to

When an extension mobility profile logs in to or out of a device, the set of extensions on that device change. This is how logins and logouts are detected, and it is also how Calabrio ONE determines which user profile (if any) is logged in to the device. Each time the set of extensions changes on a device, Calabrio ONE checks to see if the set of extensions matches a user profile known by Calabrio ONE. If it does, Calabrio ONE associates the user on the user profile with the device. If the set of extensions on the device does not match any user profile, and there’s currently a user profile logged in to the device, then Calabrio ONE unassociates the user profile from the device.

Extension Mobility Cross-Cluster

This style of configuring EM was introduced to support Cisco's Extension Mobility Cross-Cluster (EMCC) feature. In order to use the EMCC feature, there is substantial configuration required in each of the Unified CM clusters. That is not covered here. Refer to the Feature Configuration Guide for Cisco Unified CM for your version for information on configuring EMCC.

NOTE The IP Phone Service Recording Controls is not supported in Cisco’s EMCC feature.

Device associations configuration

User Profile Configuration for User Profiles that log on to phones homed to other clusters

Associate a user with the user profile in Contact Devices
Configure user profile with a recording group and recording type (Network)
User profile must be associated with the JTAPI user in Unified CM

Device Configuration for devices that User Profiles from this cluster will log in to

Associate devices with a default hoteling agent or leave them unassociated with any user
Configure a recording group and recording type (Network) for the device
Device must be associated with the JTAPI user in Unified CM

How it works

Similar to standard configuration, correctly detecting EM login and logout depends on the current set of extensions on the device. The same configuration requirements apply:

The set of extensions on a user profile must uniquely identify that user profile.
The set of extensions on a user profile must be different from the extensions configured for any device that user profile might log in to.

Logging into a Home Cluster Device

When a user profile logs into a device on its home cluster (as in the same Unified CM cluster the user profile is configured on), EM works the same as in the standard configuration.
Calls are recorded using the recording group configured on the device the profile is logged in to.

Logging into a Remote Cluster Device

NOTE The Build in Bridge (BIB) must be enabled on the visiting cluster in the callManager service parameters before EMCC is configured.

When a user profile logs in to a device that is on a remote cluster (as in a Unified CM cluster different from the one the user profile is configured on), the home Unified CM cluster creates a temporary phantom visiting device.
The Calabrio CTI Service detects the creation of this device. When the phantom device comes in service, Calabrio ONE checks the set of extensions to see if it matches a user profile that has a user and recording group associated with it.
If it does, CTI registers the phantom device to record with the user and recording group configured on the matching user profile.
When the user profile logs out of the remote device, the home Unified CM cluster removes the phantom device, and the Calabrio CTI Service disposes it.