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T8 · T8-R24 · WFM, recording, QM

Recording architecture and quality scores

A recording file is the copy of the media. A quality score is a review of a call. Zoom's navigation lists Quality Management next to Contact Center. That is a product name, not the RFC. Talkdesk's opened pages did not define a QM score formula. Avaya's AI Insights line says measure outcomes and does not define a score.

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Learn it in 5 minutes

  • RFC 7245 describes architectures for recording media with SIP, including call centers.
  • It says some environments record for regulatory, compliance, and consumer protection reasons.
  • It does not name your statute.
  • RFC 7866 specifies SIP, SDP, and RTP to deliver media and metadata from a communication session to a recorder.
  • It defines a Session Recording Client on the path of the communication session and a Session Recording Server at the recording device, for active recording.

Visual

Recording architecture and quality scores Record. Teaching sketch. Confirm a live system. CS SRC SRS Score Names come from pages opened in 2026-10. A missing name stays confirm.

Count the boxes: 4. Each label is a name from a page or a study label marked on the drawing.

Flow

Recording architecture and quality scores Caller SIP Called session setup session setup RTP, not required to hairpin Teaching sketch from RFC 3261 and RFC 3550. Not a packet capture.

What is going on

A recording file is the copy of the media. A quality score is a review of a call. Zoom's navigation lists Quality Management next to Contact Center. That is a product name, not the RFC. Talkdesk's opened pages did not define a QM score formula. Avaya's AI Insights line says measure outcomes and does not define a score.

Active recording, the kind RFC 7866 says it covers, is a session you start toward the recorder. Passive taps are outside that sentence. Confirm them elsewhere.

Consent and retention rules were not opened. The emergency and recording disclaimer in the footer applies. This is not legal advice.

Worked example

Draw the communication session, then a second session from the recording client to the recording server. Cite RFC 7866. Under the drawing, write quality score is not the file, and statute is confirm.

Quiz

1. RFC 7866 describes active recording between an SRC and an SRS.

2. RFC 7245 names the privacy statute that applies to you.

Ecosystem

Sister pieces sit on the ecosystem page: the glossary, the mind map, the integration map, and the bridges.

  • SRC — Session Recording Client, on the path of the communication session, in RFC 7866.
  • SRS — Session Recording Server, at the recording device, in RFC 7866.

Config. Name the communication session and the recording session separately.

Troubleshooting. A missing file with a perfect score means you reviewed something that was not stored, or you stored something nobody reviewed. Check which object you have.

Bridge. Zoom Quality Management, Talkdesk, and Avaya insights are product names. SIPREC is the protocol architecture.

Mind map, sister technologies, and future hooks live on the ecosystem page.

Sources and go deeper

Opened 2026-10. A row marked confirm has no link, because that page was not verified.

sources.json Markdown