Connect MiaRec to Webex

Process Overview

Integrating the MiaRec platform with Webex involves:

1. Enabling call recording for users in Webex Control Hub
2. Authorizing the MiaRec application in Webex Control Hub
3. Creating the integration in the MiaRec platform

To complete the integration, you need:

• Admin credentials for Webex Control Hub with Compliance Officer and Full Admin roles.
• Admin credentials for the MiaRec web portal.
• Webex users must have Professional or Basic Webex Calling licenses assigned.

Step 1. Enable call recording

All Webex Calling customers have access to Webex Native (built‑in) Call Recording at no additional cost. To integrate with the MiaRec platform, enable call recording for the users whose calls you want to record and analyze with MiaRec.

Prerequisites:

• The recorded users must have a Professional or Basic Webex Calling license.

Verify user licenses

1. Sign in to Control Hub.
2. Go to Management > Users.
3. Select a user you want to enable call recording for.

4. Go to Licenses tab.

   

5. Verify that the user has a Professional or Basic Webex Calling license assigned. If not, click Edit to assign the required license.

   

6. Click Save.

Enable call recording at the organization level

1. Sign in to Control Hub.
2. Go to Services > Calling > Settings > Services.

3. Under Call Recording, select Webex as the provider from the drop‑down list.

   

   Configure recording announcement settings as required for your organization. Consult your legal department about regulatory requirements for call recording and announcements. Many jurisdictions require all parties to be notified that the call is being recorded.

   Note: The recording announcement settings can be overridden at the location level. See Manage call recording for Webex Calling - Webex Help Center for details.

4. Click Save.

Verify call recording settings at the location level

1. Sign in to Control Hub.
2. Go to Management > Locations.
3. Select the location for which you want to modify the call recording settings.
4. Go to Calling > Call Handling.

5. Verify that Call recording is set to Organization's default Webex.

   

6. Modify the location call recording settings as required.

   

7. Click Save.

Per‑location call recording settings

You can use different call recording provider for different locations if necessary.

For the location that you are configuring for MiaRec integration, ensure the call recording provider is set to Organization's default Webex.

For other locations, you can select a different provider or None to disable call recording.

Enable call recording for Webex Calling users, virtual lines, and workspaces

Before you begin:

• Ensure that users have a Professional or Basic Webex Calling license assigned.

• Ensure that workspaces have a Professional Webex Calling license assigned.

• Sign in to Control Hub.

• Go to the respective path:

  • For Users: Go to Management > Users > select a user > Calling > User Call Experience.
  • For Workspaces: Go to Management > Workspaces > select a workspace > Calling > Call Experience.
  • For Virtual Lines: Go to Management > Virtual Lines > select a virtual line > Calling > User Call Experience.

  

• Turn on Call Recording. Configure one of the following settings:

  • On Demand: Choose this option if you want to grant users control over when they can start and end recordings. You may also choose the pause and resume notification, if applicable.
  • Always: Choose this option to record all incoming and outgoing calls.
  • Always with pause/resume: Choose this option if you want to grant users control over when they can pause and resume recordings.
  • Never: This option is selected by default.
  • Recording start/stop announcement: Choose one of the following options to manage the audible announcement played when recording starts or stops for PSTN calls and internal calls.
  • Play recording start/stop announcement for PSTN calls: Choose this option to play a standard announcement at the beginning of all incoming and outgoing PSTN calls, notifying all parties that the call is being recorded. You may require this announcement to comply with legal requirements based on your business needs.

  

  For details about recording start/stop announcement behavior, see Manage call recording for Webex Calling - Webex Help Center.

• Optionally, allow users to access their call recordings in the Webex App. This is not required for this integration. With MiaRec, users access their recordings and AI‑powered insights in the MiaRec portal.

• Click Save.

Optionally, enable call recording for internal calls via the Webex App

By default, calls between two Webex App users are not handled by the Webex Calling platform and therefore are not recorded, even if call recording is enabled for the users.

To enable call recording for internal calls via the Webex App, remove Call on Webex from Available Call Options. This enforces all calls to be handled by the Webex Calling platform, including calls between two Webex App users.

1. Sign in to Control Hub.
2. Go to Services > Calling > Settings.
3. Select the Webex App tab.

4. Drag and drop Call on Webex from Available Call Options to Hidden Call Options.

   

5. Click Save.

Verify call recording functionality

Place test calls using the user accounts for which you enabled call recording. After the calls are completed, verify that the recordings appear in Webex Control Hub.

1. Sign in to Control Hub.
2. Go to Services > Calling and then select Features.

3. In the Recording card, click Manage.

   

4. The recording landing page displays. Use the search field to find the recording of your choice.

   Note

   The landing page initially doesn’t display any records until the administrator initiates a search. Select the location from the drop‑down list to initiate the search.

   

5. Verify that the completed call recordings appear in the list.

References:

• Manage call recording for Webex Calling - Webex Help Center

Step 2. Authorize the MiaRec application in Control Hub

When you authorize the MiaRec application in Webex Control Hub, you allow the MiaRec platform to access call recordings and related call metadata in your organization. MiaRec can access only the recordings created with the Webex Native (built‑in) Call Recording feature (make sure to configure call recording as described in Step 1).

Prerequisites:

• You must have Compliance Officer and Full Admin roles in Webex Control Hub to authorize the MiaRec application.

Verify you have Compliance Officer and Full Admin roles in Webex Control Hub

1. Sign in to Control Hub.
2. Go to Management > Users.
3. Select your user account.
4. Navigate to Administrative roles in the Summary tab.

5. Verify that both Compliance Officer and Full Admin roles are assigned to your user account.

   

   If any of these roles are missing, click Edit button to assign the required roles.

   

   Note: You cannot edit your own roles. Contact another administrator in your organization who has the Full Admin role to assign the required roles to your user account. Or, create a temporary admin user account with the Full Admin role, log in with that account, and assign the required roles to your main user account.

6. Click Save.

Authorize the MiaRec application

1. Sign in to Control Hub.
2. Go to Management > Apps.
3. Select the Service Apps tab.
4. Scroll the list of apps to find the MiaRec application. Do not use the Search by ID field; it does not search by name.
5. Click on the MiaRec application to open the app details page.

6. Click Authorize to authorize the MiaRec application.

   

   Note

   If you receive an error when authorizing the application, make sure your account has the Compliance Officer and Full Admin roles (see the previous section).

Step 3. Activate the MiaRec–Webex integration

Prerequisites:

• Admin credentials for the MiaRec web portal. Contact your MiaRec account manager if you need access to the MiaRec platform.
• Admin credentials for Webex Control Hub to confirm your organization information.
• Completion of Steps 1 and 2 in this guide.

Create the Webex integration in the MiaRec platform

1. Sign in to MiaRec.
2. Navigate to Administration > System > Integration.
3. Go to the Telephony tab.

4. Locate the Webex Native Recording integration and click View settings.

   

5. On the Integration page, click Add Connection.

   

6. On the Connect service page, in Step 1. Getting Started, click Continue.

   

7. You are asked to log in to Webex to verify your identity and organization details.

   Your user must have Compliance Officer and Full Admin roles in Webex Control Hub to proceed.

   Your permissions are verified to ensure you can connect the MiaRec platform to your Webex organization.

   

   

8. After a successful sign‑in and permission verification, you are returned to the MiaRec platform to complete the integration setup.

   In Step 2. Finish, you can monitor the progress of system provisioning.

   

9. When provisioning completes successfully, click Continue.

Review the created integration details:

Congratulations! You have successfully created an integration between the MiaRec platform and your Webex organization.

Verify the integration

Make a test call and verify that recordings appear on the Recordings page in the MiaRec portal. Recordings typically appear within a few minutes after the call is completed.

If recordings do not appear after a reasonable time, contact MiaRec Support for assistance.