Internet Engineering Task Force (IETF) K. Rehor, Ed.
Request for Comments: 6341 Cisco Systems
Category: Informational L. Portman, Ed.
ISSN: 2070-1721 NICE Systems
A. Hutton
Siemens Enterprise Communications
R. Jain
IPC Systems
August 2011
Use Cases and Requirements for SIP-Based Media Recording (SIPREC)
Abstract
Session recording is a critical requirement in many business
communications environments, such as call centers and financial
trading floors. In some of these environments, all calls must be
recorded for regulatory and compliance reasons. In others, calls may
be recorded for quality control or business analytics.
Recording is typically performed by sending a copy of the session
media to the recording devices. This document specifies requirements
for extensions to SIP that will manage delivery of RTP media to a
recording device. This is being referred to as SIP-based Media
Recording.
Status of This Memo
This document is not an Internet Standards Track specification; it is
published for informational purposes.
This document is a product of the Internet Engineering Task Force
(IETF). It represents the consensus of the IETF community. It has
received public review and has been approved for publication by the
Internet Engineering Steering Group (IESG). Not all documents
approved by the IESG are a candidate for any level of Internet
Standard; see Section 2 of RFC 5741.
Information about the current status of this document, any errata,
and how to provide feedback on it may be obtained at
http://www.rfc-editor.org/info/rfc6341.
Rehor, et al. Informational [Page 1]RFC 6341 Requirements for SIPREC August 2011Copyright Notice
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Table of Contents
1. Introduction ....................................................2
2. Requirements Notation ...........................................4
3. Definitions .....................................................4
4. Use Cases .......................................................5
5. Requirements ...................................................10
6. Privacy Considerations .........................................13
7. Security Considerations ........................................14
8. Acknowledgements ...............................................15
9. Normative References ...........................................15
1. Introduction
Session recording is a critical operational requirement in many
businesses, especially where voice is used as a medium for commerce
and customer support. A prime example where voice is used for trade
is the financial industry. The call recording requirements in this
industry are quite stringent. The recorded calls are used for
dispute resolution and compliance. Other businesses, such as
customer support call centers, typically employ call recording for
quality control or business analytics, with different requirements.
Depending on the country and its regulatory requirements, financial
trading floors typically must record all calls. In contrast, call
centers typically only record a subset of the calls, and calls must
not fail, regardless of the availability of the recording device.
Respecting the privacy rights and wishes of users engaged in a call
is of paramount importance. In many jurisdictions, participants have
a right to know that the session is being recorded or might be
recorded, and they have a right to opt out, either by terminating the
call or by demanding that the call not be recorded. Therefore, this
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