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Checking references for intended status: Informational ---------------------------------------------------------------------------- No issues found here. Summary: 0 errors (**), 0 flaws (~~), 1 warning (==), 1 comment (--). Run idnits with the --verbose option for more detailed information about the items above. -------------------------------------------------------------------------------- 2 DISPATCH K. Rehor, Ed. 3 Internet-Draft Cisco Systems 4 Intended status: Informational L. Portman, Ed. 5 Expires: September 15, 2011 NICE Systems 6 A. Hutton 7 Siemens Enterprise Communications 8 R. Jain 9 IPC Systems 10 March 14, 2011 12 Requirements for SIP-based Media Recording (SIPREC) 13 draft-ietf-siprec-req-08 15 Abstract 17 Session recording is a critical requirement in many business 18 communications environments such as call centers and financial 19 trading floors. In some of these environments, all calls must be 20 recorded for regulatory and compliance reasons. In others, calls may 21 be recorded for quality control or business analytics. 23 Recording is typically performed by sending a copy of the session 24 media to the recording devices. This document specifies requirements 25 for extensions to SIP that will manage delivery of RTP media to a 26 recording device. This is being referred to as SIP-based Media 27 Recording. 29 Status of this Memo 31 This Internet-Draft is submitted in full conformance with the 32 provisions of BCP 78 and BCP 79. 34 Internet-Drafts are working documents of the Internet Engineering 35 Task Force (IETF). Note that other groups may also distribute 36 working documents as Internet-Drafts. The list of current Internet- 37 Drafts is at http://datatracker.ietf.org/drafts/current/. 39 Internet-Drafts are draft documents valid for a maximum of six months 40 and may be updated, replaced, or obsoleted by other documents at any 41 time. It is inappropriate to use Internet-Drafts as reference 42 material or to cite them other than as "work in progress." 44 This Internet-Draft will expire on September 15, 2011. 46 Copyright Notice 48 Copyright (c) 2011 IETF Trust and the persons identified as the 49 document authors. All rights reserved. 51 This document is subject to BCP 78 and the IETF Trust's Legal 52 Provisions Relating to IETF Documents 53 (http://trustee.ietf.org/license-info) in effect on the date of 54 publication of this document. Please review these documents 55 carefully, as they describe your rights and restrictions with respect 56 to this document. Code Components extracted from this document must 57 include Simplified BSD License text as described in Section 4.e of 58 the Trust Legal Provisions and are provided without warranty as 59 described in the Simplified BSD License. 61 Table of Contents 63 1. Requirements notation . . . . . . . . . . . . . . . . . . . . 3 64 2. Introduction . . . . . . . . . . . . . . . . . . . . . . . . . 3 65 3. Definitions . . . . . . . . . . . . . . . . . . . . . . . . . 4 66 4. Use Cases . . . . . . . . . . . . . . . . . . . . . . . . . . 6 67 5. Requirements . . . . . . . . . . . . . . . . . . . . . . . . . 10 68 6. Privacy Considerations . . . . . . . . . . . . . . . . . . . . 12 69 7. Security Considerations . . . . . . . . . . . . . . . . . . . 13 70 8. IANA Considerations . . . . . . . . . . . . . . . . . . . . . 14 71 9. Acknowledgements . . . . . . . . . . . . . . . . . . . . . . . 14 72 10. Normative References . . . . . . . . . . . . . . . . . . . . . 14 73 Authors' Addresses . . . . . . . . . . . . . . . . . . . . . . . . 14 75 1. Requirements notation 77 The key words "MUST", "MUST NOT", "REQUIRED", "SHALL", "SHALL NOT", 78 "SHOULD", "SHOULD NOT", "RECOMMENDED", "MAY", and "OPTIONAL" in this 79 document are to be interpreted as described in [RFC2119] and indicate 80 requirement levels for compliant mechanisms. 82 2. Introduction 84 Session recording is a critical operational requirement in many 85 businesses, especially where voice is used as a medium for commerce 86 and customer support. A prime example where voice is used for trade 87 is the financial industry. The call recording requirements in this 88 industry are quite stringent. The recorded calls are used for 89 dispute resolution and compliance. Other businesses such as customer 90 support call centers typically employ call recording for quality 91 control or business analytics, with different requirements. 93 Depending on the country and its regulatory requirements, financial 94 trading floors typically must record all calls. In contrast, call 95 centers typically only record a subset of the calls, and calls must 96 not fail regardless of the availability of the recording device. 98 Respecting the privacy rights and wishes of users engaged in a call 99 is of paramount importance. In many jurisdictions participants have 100 a right to know that the session is being recorded or might be 101 recorded, and have a right to opt out, either by terminating the call 102 or by demanding that the call not be recorded. Therefore this 103 document contains requirements for being able to notify users that a 104 call is being recorded and for users to be able to request that a 105 call not be recorded. Use cases where users participating in a call 106 are not informed that the call is or might be recorded are outside 107 the scope of this document. In particular, lawful intercept is 108 outside the scope of this document. 110 Furthermore, the scale and cost burdens vary widely, in all markets, 111 where the different needs for solution capabilities such as media 112 injection, transcoding, and security-related needs do not conform 113 well to a one-size-fits-all model. If a standardized solution 114 supports all of the requirements from every recording market, but 115 doing so would be expensive for markets with lesser needs, then 116 proprietary solutions for those markets will continue to propagate. 117 Care must be taken, therefore, to make a standards-based solution 118 support optionality and flexibility. 120 This document specifies requirements for using SIP [RFC3261] between 121 a Session Recording Client and a Session Recording Server to control 122 the recording of media that has been transmitted in the context of a 123 Communication Session. A Communication Session is the "call" between 124 participants. The Session Recording Client is the source of the 125 recorded media. The Session Recording Server is the sink of recorded 126 media. It should be noted that the requirements for the protocol 127 between a Session Recording Server and Session Recording Client have 128 very similar requirements (such as codec and transport negotiation, 129 encryption key interchange, firewall traversal) as compared to 130 regular SIP media sessions. The choice of SIP for session recording 131 provides reuse of an existing protocol. 133 The recorded sessions can be any RTP media sessions including voice, 134 DTMF (as defined by [RFC4733]), video, and text (as defined by 135 [RFC4103]). 137 An archived session recording is typically comprised of the 138 Communication Session media content and the Communication Session 139 Metadata. The Communication Session Metadata allows recording 140 archives to be searched and filtered at a later time and allows a 141 session to be played back in a meaningful way, e.g., with correct 142 synchronization between the media. The Communication Session 143 Metadata needs to be conveyed from the Session Recording Client to 144 the Session Recording Server. 146 This document only considers active recording, where the Session 147 Recording Client purposefully streams media to a Session Recording 148 Server. Passive recording, where a recording device detects media 149 directly from the network, is outside the scope of this document. 151 3. Definitions 153 Session Recording Server (SRS): A Session Recording Server (SRS) is a 154 SIP User Agent (UA) that is a specialized media server or collector 155 that acts as the sink of the recorded media. An SRS is typically 156 implemented as a multi-port device that is capable of receiving media 157 from multiple sources simultaneously. An SRS is the sink of the 158 recorded session metadata. 160 Session Recording Client (SRC): A Session Recording Client (SRC) is a 161 SIP User Agent (UA) that acts as the source of the recorded media, 162 sending it to the SRS. An SRC is a logical function. Its 163 capabilities may be implemented across one or more physical devices. 164 In practice, an SRC could be a personal device (such as a SIP phone), 165 a SIP Media Gateway (MG), a Session Border Controller (SBC) or a SIP 166 Media Server (MS) integrated with an Application Server (AS). This 167 specification defines the term SRC such that all such SIP entities 168 can be generically addressed under one definition. The SRC provides 169 metadata to the SRS. 171 Communication Session (CS): A session created between two or more SIP 172 User Agents (UAs) that is the subject of recording. 174 Recording Session (RS): The SIP session created between an SRC and 175 SRS for the purpose of recording a Communication Session. 177 Figure 1 pictorially represents the relationship between a Recording 178 Session and Communication Session. 180 +-------------+ +-----------+ 181 | | Communication Session | | 182 | A |<------------------------------------>| B | 183 | | | | 184 +-------------+ +-----------+ 185 .................................................................. 186 . Session . 187 . Recording . 188 . Client . 189 .................................................................. 190 | 191 | Recording 192 | Session 193 | 194 v 195 +------------+ 196 | Session | 197 | Recording | 198 | Server | 199 +------------+ 201 Figure 1 203 Metadata: Information that describes recorded media and the CS to 204 which they relate. 206 Pause and Resume during a Communication Session: Pause: The action of 207 temporarily discontinuing the transmission and collection of RS media 208 Resume: The action of recommencing the transmission and collection of 209 RS media 211 4. Use Cases 213 Use Case 1: Full-time Recording: One Recording Session for each 214 Communication Session. 216 For example, the diagram below shows the lifecycle of Communication 217 Sessions (CS) and the relationship to the Recording Sessions (RS) 219 CS |--- CS 1 ---| |--- CS 2 ---| |--- CS 3 ---| 221 RS |--- RS 1 ---| |--- RS 2 ---| |--- RS 3 ---| 223 Figure 2 225 Record every CS for specific extension/person. 227 The need to record all calls is typically due to business process 228 purposes (such as transaction confirmation or dispute resolution) or 229 to ensure compliance with governmental regulations. Applications 230 include enterprise, contact center, and financial trading floors. 232 Also commonly known as Total Recording. 234 Use Case 2: Selective Recording: Start a Recording Session when a 235 Communication Session to be recorded is established. 237 In this example, Communication Sessions 1 and 3 are recorded but CS 2 238 is not. 240 CS |--- CS 1 ---| |--- CS 2 ---| |--- CS 3 ---| 242 RS |--- RS 1----| |--- RS 2 ---| 244 Figure 3 246 Use Case 3: Start/Stop a Recording Session during a Communication 247 Session. 249 The Recording Session starts during a Communication Session, either 250 manually via a user-controlled mechanism (e.g. button on user's 251 phone) or automatically via an application (e.g. a Contact Center 252 customer service application) or business event. A Recording Session 253 either ends during the Communication Session, or when the 254 Communication Session ends. One or more Recording Sessions may 255 record each Communication Session. 257 CS |------------- Communication Session -----------| 259 RS |---- RS 1 ----| |---- RS 2 -----| 261 Figure 4 263 Use Case 4: Persistent Recording: A single Recording Session captures 264 one or more Communication Sessions. 266 |--- CS 1 ---| |--- CS 2 ---| |--- CS 3 ---| 268 RS |---------------------- Recording Session ---------------------| 270 Figure 5 272 A Recording Session records continuously without interruption. 273 Periods when there is no CS in progress must be reproduced upon 274 playback (e.g. by recording silence during such periods or by not 275 recording such periods but marking them by means of metadata for 276 utilization on playback, etc.). Applications include financial 277 trading desks and emergency (first-responder) service bureaus. The 278 length of a Persistent Recording Session is independent from the 279 length of the actual Communication Sessions. Persistent Recording 280 Sessions avoid issues such as media clipping that can occur due to 281 delays in Recording Session establishment. 283 The connection and attributes of media in the Recording Session are 284 not dynamically signaled for each Communication Session before it can 285 be recorded; however, codec re-negotiation is possible. 287 In some cases, more than one concurrent Communication Session (on a 288 single end-user apparatus, e.g. trading floor turret) is mixed into 289 one Recording Session: 291 |-------- CS 1 -------| 292 |-------- CS 2 -------| 293 |-------- CS 3 -------| 295 RS |----------- Recording Session --------------| 297 Figure 6 299 Use Case 5: Real-time Recording Controls. 301 For an active Recording Session, privacy or security reasons may 302 demand not capturing a specific portion of a conversation. An 303 example is for PCI (payment card industry) compliance where credit 304 card info must be protected. One solution is to not record a caller 305 speaking their credit card information. 307 An example of a real-time controls is Pause/Resume. 309 Use Case 6: IVR / Voice Portal Recording. 311 Self-service Interactive Voice Response applications may need to be 312 recorded for application performance tuning or to meet compliance 313 requirements. 315 Metadata about an IVR session recording must include session 316 information and may include application context information (e.g. 317 VoiceXML session variables, dialog names, etc.) 319 Use Case 7: Enterprise Mobility Recording. 321 Many agents and enterprise workers whose calls are to be recorded are 322 not located on company premises. 324 Examples: 326 o Home-based agents or enterprise workers. 328 o Mobile phones of knowledge workers when they conduct work related 329 (and legally required recording) calls. e.g. insurance agents, 330 brokers, physicians. 332 Use Case 8: Geographically distributed or centralized recording. 334 Enterprises such as banks, insurance agencies, and retail stores may 335 have many locations, possibly up to thousands of small sites. 336 Frequently only phones and network infrastructure are installed in 337 branches, without local recording services. In cases where calls 338 inside or between branches must be recorded, a centralized recording 339 system in data centers together with telephony infrastructure (e.g. 340 PBX) me deployed. 342 Use Case 9: Record complex call scenarios. 344 The following is an example of a scenario where one call that is 345 recorded must be associated with a related call that also must be 346 recorded. 348 o A Customer is in a conversation with a Customer Service Agent. 350 o Agent puts Customer on hold in order to consult with a Supervisor. 352 o Agent enters into a conversation with Supervisor. 354 o Agent disconnects from Supervisor, then reconnects with Customer. 356 o The Supervisor call must be associated with the original customer 357 call. 359 Use case 10: High availability and continuous recording. 361 Specific deployment scenarios present different requirements for 362 system availability, error handling, etc. including: 364 o An SRS must always be available at call setup time. 366 o No loss of media recording, including during failure of an SRS. 368 o The Communication Session must be terminated (or suitable 369 notification given to parties) in the event of a recording failure. 371 Use Case 11: Record multi-channel, multi-media session. 373 Some applications require the recording of more than one media 374 stream, possibly of different types. Media are synchronized, either 375 at storage or at playback. 377 Speech analytics technologies (e.g. word spotting, emotion detection, 378 speaker identification) may require speaker-separated recordings for 379 optimum performance. 381 Multi-modal Contact Centers may include audio, video, IM or other 382 interaction modalities. 384 In trading floors environments, in order to minimize storage and 385 recording system resources, it may be preferable to mix multiple 386 concurrent calls (Communication Sessions) on different handsets/ 387 speakers on the same turret into single recording session. 389 Use Case 12: Real-time media processing. 391 It must be possible for an SRS to support real-time media processing, 392 such as speech analytics of trading floor interactions. Real-time 393 analytics may be employed for automatic intervention (stopping 394 interaction or alerting) if for example, a trader is not following 395 regulations. 397 Speaker separation is required in order to reliably detect who is 398 saying specific phrases. 400 5. Requirements 402 The following are requirements for SIP-based Media Recording: 404 o REQ-001 The mechanism MUST provide a means for using the SIP 405 protocol for establishing, maintaining and terminating Recording 406 Sessions between a Session Recording Client and a Session Recording 407 Server. 409 o REQ-002 The mechanism MUST support the ability to record all CSs in 410 their entirety. 412 o REQ-003 The mechanism MUST support the ability to record selected 413 CSs in their entirety, according to policy. 415 o REQ-004 The mechanism MUST support the ability to record selected 416 parts of selected CSs. 418 o REQ-005 The mechanism MUST support the ability to record a CS 419 without loss of media (for example, clipping media at the beginning 420 of the CS) due to RS recording preparation and also, without 421 impacting the quality or timing of the CS (for example, delaying the 422 start of the CS while preparation for recording session). See Use 423 Case 4 in Section 4 for more details. 425 o REQ-006 The mechanism MUST support the recording of IVR sessions. 427 o REQ-007 The mechanism MUST support the recording of RTP media types 428 voice, DTMF (as defined by [RFC4733]), video, and text (as defined by 429 [RFC4103]). 431 o REQ-008 The mechanism MUST support the ability for an SRC to 432 deliver mixed audio streams from multiple Communication Sessions to 433 an SRS. 435 Note: A mixed audio stream is where several related Communication 436 Sessions are carried in a single Recording Session. A mixed media 437 stream is typically produced by a mixer function. The RS MAY be 438 informed about the composition of the mixed streams through session 439 metadata. 441 o REQ-009: The mechanism MUST support the ability for an SRC to 442 deliver mixed audio streams from different parties of a given 443 Communication Session to an SRS. 445 o REQ-010 The mechanism MUST support the ability to deliver to the 446 SRS multiple media streams for a given CS. 448 o REQ-011 The mechanism MUST support the ability to pause and resume 449 the transmission and collection of RS media. 451 o REQ-012 The mechanism MUST provide the SRS with metadata describing 452 CSs that are being recorded, including the media being used and the 453 identities of parties involved. 455 o REQ-013 The mechanism MUST provide the SRS with the means to 456 correlate RS media with CS participant media. 458 o REQ-014 Metadata format must be agnostic of the transport protocol. 460 o REQ-015: The mechanism MUST support a means to stop the recording. 462 o REQ-016: The mechanism MUST support a means for a recording-aware 463 UA involved in a CS to request at session establishment time that the 464 CS should be recorded or should not be recorded, the honoring of such 465 a request being dependent on policy. 467 o REQ-017: The mechanism MUST support a means for a recording-aware 468 UA involved in a CS to request during a session that the recording of 469 the CS should be started, paused, resumed or stopped, the honoring of 470 such a request being dependent on policy. 472 o REQ-018 The mechanism MUST NOT prevent the application of tones or 473 announcements during recording or at the start of a CS to support 474 notification to participants that the call is being recorded or may 475 be recorded. 477 o REQ-019 The mechanism MUST provide a means of indicating to 478 recording-aware UAs whether recording is taking place, for 479 appropriate rendering at the user interface. 481 o REQ-020 The mechanism MUST provide a way for metadata to be 482 conveyed to the SRS incrementally during the CS. 484 o REQ-021 The mechanism MUST NOT prevent high availability 485 deployments. 487 o REQ-022 The mechanism MUST provide the SRS the starting wall clock 488 time for each RS media stream corresponding to the CS participant 489 media. 491 o REQ-023 The mechanism MUST provide the SRS the wall clock time when 492 the Recording Session is paused and resumed. 494 o REQ-024 The mechanism MUST support functionality such that if the 495 CS is encrypted, the RS may use the same or different encryption 496 keys. 498 o REQ-025 The mechanism MUST provide means for an SRS to authenticate 499 the SRC on RS initiation. 501 o REQ-026 The mechanism MUST provide means for an SRC to authenticate 502 the SRS on RS initiation. 504 o REQ-027 The mechanism MUST ensure that the integrity of the 505 metadata sent from SRC to SRS is an accurate representation of the 506 original CS metadata. 508 o REQ-028 The mechanism MUST ensure that the integrity of the media 509 sent from SRC to SRS is an accurate representation of the original CS 510 media. 512 o REQ-029 The mechanism MUST ensure the confidentiality of the 513 Metadata sent from SRC to SRS. 515 o REQ-030 The mechanism MUST provide a means to support RS 516 confidentiality. 518 o REQ-031 The mechanism MUST support the ability to deliver to the 519 SRS multiple media streams of the same media type (e.g. audio, 520 video). For example in the case of delivering unmixed audio for each 521 participant in the CS. 523 6. Privacy Considerations 525 Respecting the privacy rights and wishes of users engaged in a call 526 is of paramount importance. In many jurisdictions participants have 527 a right to know that the session is being recorded or might be 528 recorded, and have a right to opt out, either by terminating the call 529 or by demanding that the call not be recorded. Therefore this 530 document contains requirements for being able to notify users that a 531 call is being recorded and for users to be able to request that a 532 call not be recorded. Use cases where users participating in a call 533 are not informed that the call is or might be recorded are outside 534 the scope of this document. In particular, lawful intercept is 535 outside the scope of this document. 537 Requirements for participant notification of recording vary widely by 538 jurisdiction. In a given deployment, not all users will be 539 authorized to stop the recording of a CS (although any user can 540 terminate a CS). Typically users within the domain that is carrying 541 out the recording will be subject to policies of that domain 542 concerning whether CSs are recorded. For example, in a call centre, 543 agents will be subject to policies of the call centre and may or may 544 not have the right to prevent the recording of a CS or part of a CS. 545 Users calling into the call centre, on the other hand, will typically 546 have to ask the agent not to record the CS. If the agent is unable 547 to prevent recording, or if the caller does not trust the agent, the 548 only option generally is to terminate the CS. 550 Privacy considerations also extend to what happens to a recording 551 once it has been created. Typical issues are who can access the 552 recording (e.g., receive a copy of the recording, view the metadata, 553 play back the media, etc.), for what purpose the recording can be 554 used (e.g., for non-repudiation, for training purposes, for quality 555 control purposes, etc.) and for how long the recording is to be 556 retained before deletion. These are typically policies of the domain 557 that makes the recording, rather than policies of individual users 558 involved in a recorded CS, whether those users be in the same domain 559 or in a different domain. Taking the call centre example again, 560 agents might be made aware of call centre policy regarding retention 561 and use of recordings as part of their employment contract, and 562 callers from outside the call centre might be given some information 563 about policy when notified that a CS will be recorded (e.g., through 564 an announcement that says that calls may be recorded for quality 565 purposes). 567 This document does not specify any requirements for a user engaged in 568 a CS to be able to dictate policy for what happens to a recording, or 569 for such information to be conveyed from an SRC to an SRS. It is 570 assumed that the SRS has access to policy applicable to its 571 environment and can ensure that recordings are stored and used in 572 accordance with that policy. 574 7. Security Considerations 576 Session recording has substantial security implications, for the SIP 577 UA's being recorded, the SRC, and the SRS. 579 For the SIP UA's involved in the Communication Session, the 580 requirements in this draft enable the UA to identify that a 581 Communication Session is being recorded and for the UA to request 582 that a given Communication Session is not subject to recording. 584 Since humans don't typically look at or know about protocol signaling 585 such as SIP, and indeed the SIP session might have originated through 586 a PSTN Gateway without any ability to pass on in-signaling 587 indications of recording, users can be notified of recording in the 588 media itself through voice announcements, a visual indicator on the 589 endpoint, or other means. 591 With regards to security implications of the protocol(s), clearly 592 there is a need for authentication, authorization, eavesdropping 593 protection, and non-repudiation for the solution. The SRC needs to 594 know the SRS it is communicating with is legitimate, and vice-versa, 595 even if they are in different domains. Both the signaling and media 596 for the Recording Session need the ability to be authenticated and 597 protected from eavesdropping and non-repudiation. Requirements are 598 detailed in the requirements section. 600 8. IANA Considerations 602 This document has no IANA actions. 604 9. Acknowledgements 606 Thanks to Dan Wing, Alan Johnson, Vijay Gurbani, Cullen Jennings, 607 Hadriel Kaplan, Henry Lum, Dave Smith, Martin Palmer, Alissa Cooper, 608 Deepanshu Gautam, Paul Kyzivat, Parthasarathi R, and Ram Mohan R for 609 their significant contributions and assistance with this document and 610 Working Group, and to all the members of the DISPATCH WG and SIPREC 611 WG mailing lists for providing valuable input to this work. 613 10. Normative References 615 [RFC2119] Bradner, S., "Key words for use in RFCs to Indicate 616 Requirement Levels", BCP 14, RFC 2119, March 1997. 618 [RFC3261] Rosenberg, J., Schulzrinne, H., Camarillo, G., Johnston, 619 A., Peterson, J., Sparks, R., Handley, M., and E. 620 Schooler, "SIP: Session Initiation Protocol", RFC 3261, 621 June 2002. 623 [RFC4103] Hellstrom, G. and P. Jones, "RTP Payload for Text 624 Conversation", RFC 4103, June 2005. 626 [RFC4733] Schulzrinne, H. and T. Taylor, "RTP Payload for DTMF 627 Digits, Telephony Tones, and Telephony Signals", RFC 4733, 628 December 2006. 630 Authors' Addresses 632 Ken Rehor (editor) 633 Cisco Systems 634 170 West Tasman Dr. 635 Mail Stop SJC30/2/ 636 San Jose, CA 95134 637 USA 639 Email: krehor@cisco.com 641 Leon Portman (editor) 642 NICE Systems 643 8 Hapnina 644 Ra'anana 43017 645 Israel 647 Email: leon.portman@nice.com 649 Andrew Hutton 650 Siemens Enterprise Communications 652 Email: andrew.hutton@siemens-enterprise.com 653 URI: http://www.siemens-enterprise.com 655 Rajnish Jain 656 IPC Systems 657 777 Commerce Drive 658 Fairfield, CT 06825 659 USA 661 Email: rajnish.jain@ipc.com