Cisco Unity server is a flexible tool which an Administrator can use to easily provide unique services for the Business sector. One such service has been discovered when a problem was presented regarding a business phone conversation turned hostile. Subsequently, I was asked if there were any way to record and archive a live conversation for possible future legalities. After some research, I was able to configure a built-in feature of the Cisco Unity software called Live Record.

The Live Record feature is a great tool that allows the user to save a recorded message/conversation to his or her voice mailbox. The only drawback of this feature is that it is dependent on the phone model for the ability to program one of the phone’s option buttons to automatically dial the routing number that initiates the recording. The client is currently using the Cisco 7945 models for their offices which made this not possible, a programmed speed dial was the alternative solution.   

Once Live Record was setup, I found a way to archive the recorded messages to a network repository which is where the Cisco Unity email client integration comes in. My client is using MS Outlook, although it would need to be tested, it is likely that Unity integrates with Lotus Notes in the same manner. By setting up an IMAP account and directing my voicemail account to Exchange, I was able to view the recordings as WAV files and save them to any network location.

There is also a plug-in for the email client called ViewMail. By installing this plug-in the user has access to create and listen to voice messages, all within the email client. This added feature currently serves the purpose of turning your phone into a personal voice recorder. Who knows what new situations may arise that a business may request such a service?

It is also notable that this solution and feature is not intended solely for recording disagreeable phone dialogues. I was also asked to prepare a solution for the Marketing department so that they could make business deals on the phone, record and archive them, and later share them among the department as required.

By combining several features from a Cisco Unity server, this solution shows how Raven Bay can use the available technologies and add-ins to give our clients the results they require to suit their business needs, today and in the future.

N.B. Please note that it is imperative to always follow company policies and ensure legal regulations are followed, pertaining to privacy rights and confidentiality for any voice recording.