WFO V11.2 Avaya Integration With Recorder Guide
WFO V11.2 Avaya Integration With Recorder Guide
Integration Service
Avaya and Avaya NES Integration with
Recorder Guide
Version 11.2
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DMCC Licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
General Recording Issues with IP Softphones . . . . . . . . . . . . . . . . . . . . . . . . 75
Event Flows with Softphones in DMCC Recording . . . . . . . . . . . . . . . . . . . . . . 78
Recorder Services Won’t Restart After TSAPI Client Installation. . . . . . . . . . . . . . . . 87
Can’t Connect to the DLG Link . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
Adapter Not Receiving Logon/Logoff Events . . . . . . . . . . . . . . . . . . . . . . . . . 88
Integration Service Avaya and Avaya NES Integration with Recorder Guide 4
Integration Service Avaya and Avaya NES Integration with Recorder Guide 5
This Guide documents Verint Recorder integration with the Avaya switch and CTI,
including specific ways in which configuration and behavior deviates from that
documented in the Recorder Configuration and Administration Guide, to which you
should also refer.
Intended Audience
The Avaya and Avaya NES Integration with Recorder Guide is intended for Verint Field
Services and Support personnel, and may also be used by customers for site
preparation and planning.
This guide is part of a suite of documents that describe how to set up your recording
solution. Please refer to the following documentation map to situate yourself in this
process, and ensure that you have consulted the requisite documents before beginning
the procedures in this guide.
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Integration Service Avaya and Avaya NES Integration with Recorder Guide 7
To learn more about available training options from Verint Systems, visit us at
verint.com/training.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 8
Topics
Avaya Products Overview, page 10
Supported Integrations, page 13
Supported Recording Solutions, page 15
Recording Platform Components, page 17
General Considerations, page 18
Chapter 1 - Avaya and Avaya NES Integration with Recorders Avaya Products Overview
Integration Service Avaya and Avaya NES Integration with Recorder Guide 10
providing an API and other tools that allow the creation of custom applications for the enterprise.
It also includes third-party call control through the Avaya DLG and call control APIs (TSAPI, JTAPI,
and CallVisor LAN [CVLAN]).
Integration Service Avaya and Avaya NES Integration with Recorder Guide 11
Avaya NES
Recorder integrations with Avaya NES encompass those products formerly known as the
Nortel Meridian Succession and CS1000, with Symposium Call Center and other middleware. This
includes support for duplicate media streaming (DMS), in Aura and Symposium
integrations only.
The Symposium adapter connects to the Symposium Call Center server or Avaya Aura
Contact Center over the LAN using TCP/IP. The Symposium Call Center or Avaya Aura
Contact Center server, in turn, connects to the Avaya NES switch. The Symposium or
Aura server provides the adapter with real-time telephony information from monitored
position IDs, DNs, Controlled DNs, and ACD Queues. Information contained in these
messages is tagged along with the recording.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 12
Supported Integrations
The tables below list the supported Avaya and Avaya NES switch/CTI Server and
Middleware CTI combinations and recording solutions for integration with the Recorder.
IMPORTANT Integrations with CT Connect, while still supported, are deprecated. For
the Avaya DLG it is recommended that you use TSAPI or DLG instead. For
the Avaya NES Meridian/Succession, Symposium is recommended.
Avaya
Avaya DEFINITY
with ASAI via
CVLAN
Avaya Proactive
Contact**
Avaya Interaction
Center
*SIP Trunk recording is supported exclusively with any Verint-supported CTI that can provide a
UCID.
**The switch in use is not limited to Avaya Communication Manager, but it must support
the indicated recording method (for example, Trunk-Side, Station-Side, and so on). In
Integration Service Avaya and Avaya NES Integration with Recorder Guide 13
NOTE Delivery requires Service Observe (SO) or Single Step Conferencing (SSC)
using DMCC—see Avaya DMCC Requirements on page 44 for more
information.
Avaya NES
Meridian/
Succession
via
Symposiu
m
Meridian/
Succession
via Aura
Contact
Center
Meridian/
Succession
via CT
Connect
Meridian/ P *
Succession
via
Genesys
* For Delivery Recording using Symposium with Genesys middleware, configure the CTI
and Delivery Recording using Symposium. Then configure a Genesys adapter in Tagging
Only mode to extract any Genesys UserData to be tagged to the recordings (if required).
Integration Service Avaya and Avaya NES Integration with Recorder Guide 14
TDM Station- Individual contact center extensions ("stations") are tapped. The
Side Station-side recorders use on-board cards which acquire the audio
and compress it into a G.723.1 mono format (5.3 Kbps). See the
Recorder Station-Side Deployment Reference Guide and the
Recorder TDM Delivery Deployment Reference Guide for details.
TDM Trunk-Side Trunks transmit calls on randomly allocated time slots, whereby
each trunk can simultaneously transmit 30 (E1)/24 (T1) calls. The
physical recording resource (termed "channel") is dedicated to
recording one time slot, regardless of the agent or extension
transmitted on it. See the Recorder Trunk-Side Interception
Deployment Reference Guide for details.
TDM Delivery TDM trunk Delivery (line-side recording via E1 trunks) is a type of
trunk termination that can be implemented in Avaya switches and is
supported on ISDN trunks (DT6409 and DT3209 cards only).
See the and the Recorder TDM Delivery Deployment Reference
Guide for details.
VoIP Delivery In a VoIP contact center, the IP traffic is monitored and recorded.
When recording is triggered, the recorder assembles the relevant
packets and stores the contacts in standard audio file formats.
Verint offers full and selective VoIP Delivery environments. See the
Recorder VoIP Delivery Deployment Reference Guide.
SIP Trunk The Recorder records traffic at the SIP Trunk. This includes
Recording environments in which SIP trunk sessions are replicated by an edge
device such as Acme Packet SBC to the recorder.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 15
NOTE The Avaya silence suppression feature is supported for the following
solutions:
VoIP Interception (Avaya H.323)
VoIP Delivery
Integration Service Avaya and Avaya NES Integration with Recorder Guide 16
Integration Service Avaya and Avaya NES Integration with Recorder Guide 17
General Considerations
The following considerations apply to all Avaya environments covered in this guide.
Bridged Lines
In Avaya, the ability to have other phones' extensions shared on a second phone is
called "bridged lines" on Avaya. The events reported from Avaya are always on the
extension of the phone. If bridged lines are used on a phone, the call will appear to be
on the extension of the phone, and not the bridged line. The bridged line’s specific
extension will show up as the DNIS or ANI value for those calls made on the bridged
line, but the extension will be reported as the extension of the phone.
For each bridged line extension there is a phone with that same extension as the main
extension in the Avaya configuration. The phone can be configured in Avaya as an ‘X’
type, which means a physical phone does not exist with that extension as the main
extension, and it is only a bridged line.
In the Verint configuration, you should configure all Avaya extensions as primary
extensions. The telephones should only have one extension on them (that is, you should
not use secondary extensions). If a bridged line is configured on the main phone as type
‘X’, then you don't need to configure it in Verint.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 18
Avaya Communication
Manager
This chapter describes how to set up an integration between the Recorder and Avaya
Communication Manager via the DLG G3/S8x00, using the Integration Service. This
includes specific instructions for TDM Trunk, TDM Station, VoIP Interception, and VoIP
Delivery environments.
Topics
Before You Begin, page 20
Requirements, page 21
Limitations/Known Issues, page 22
Configuration Checklist, page 24
Licensing, page 27
Configuration, page 29
Advanced Deployments, page 69
Maintenance, page 74
Troubleshooting, page 75
Chapter 2 - Avaya Communication Manager Before You Begin
Integration Service Avaya and Avaya NES Integration with Recorder Guide 20
Requirements
Verint Field Services personnel should confirm with the customer that they have the
correct Switch/CTI configuration. Please refer to Verint Product Central for the latest
information on supported Switch/CTI combinations.
Switch Specifications
Specification Requirement
Switch Name & Model Definity ECS G3i, G3r, and G3si (Prologize), S8700,
S8300
NOTE All links for Avaya are now offered indirectly via the AES server. DLG,
CVLAN, and TSAPI are all now utilized on AES instead of directly on the
switch. Licensing is required for the use of these links.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 21
Limitations/Known Issues
The following are general limitations or known issues in this release:
Agent events are only supported in Avaya AES environments.
When recording encrypted calls, Real Time Monitor cannot monitor audio.
DLG on AES has a license for the AES feature. There is a limitation in that it can only
support 8 links (and AES itself takes one of these links).
There may only be one instance of a Gateway Side Correlation Pool Member Group
assigned to any one data source. Any IP Recorder(s) assigned to this type of
member group cannot be assigned to any other type of member group for any other
data sources.
G.723 encoding is not supported with Avaya Crossfire TN2602AP media boards in
delivery environments.
In interception or delivery environments using TSAPI, tromboning (or hairpinning)
between two extensions (wherein a call is originated on the PBX to dial a number
that goes out on the PSTN, and gets routed back inside to another extension on the
PBX) that are sharing the same bridged line may result in unexpected long call
alarm due to problematic CLEARED events from the Avaya switch. In these
instances a proper CLEARED event has not been received for the initiating
extension.
For calls to vector directory numbers (VDNs), supervisors performing real time
monitoring of an agent will not hear automatic VDN messages, and the recorded
announcement will produce a separate inum. The supervisor will still be able to
monitor the agent call itself.
In N+N environments, if the primary IP Recorder is down (with failover to the
secondary IP Recorder), there will be no real time monitoring for calls until the
primary IP Recorder comes back online.
The following issues are specific to Avaya Delivery (DMCC) deployments:
In TDM trunk with DMCC environments using a Genesys CTI adapter as the primary
controlling CTI integration, the Genesys server does not provide information when a
trunk device leaves a conference call. This missing information can result in missed
recordings if the remaining conference parties are meant to be recorded by DMCC.
In Avaya DMCC with a Genesys CTI adapter, if an agent is logged out while the
Integration Service is down, the agent will still be considered logged onto the
extension because of information persisted to the system prior to the Integration
Service going down. The REGISTER event from the T Server will not contain an
agent ID for the extension, but this does not mean that there isn’t an agent logged
onto it.
Multiple Registration is supported on H.323 IP Phones and DCP Avaya Phones.
Speaker Separation is not supported with Avaya Delivery (multiple registration,
service observer or single step conference).
N+N redundancy is not supported with multiple registration in situations where
phones are already using multiple registration for another purpose.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 22
Integration Service Avaya and Avaya NES Integration with Recorder Guide 23
Configuration Checklist
Before you begin the configuration process, ensure that you have the information listed
in section 2 of the following table.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 24
iv. If you are using Service Observe, obtain the TSAPI Configuration,
Service Observe string from the Avaya System page 32
under Service Observing Listen Only Access Code.
You will need to enter this when creating a data
source for the Recorder. (Note that this step is not
applicable to Multiple Registration.)
Integration Service Avaya and Avaya NES Integration with Recorder Guide 25
b. Create a Member Group with settings as per the TDM Trunk, page 34 or
recording type at right, as well as any additional TDM Station, page 35 or
deployment-specific settings.
VoIP Interception,
page 35 or
VoIP Delivery, page 39
VoIP Gateway
Recording, page 51
Integration Service Avaya and Avaya NES Integration with Recorder Guide 26
Licensing
General Licensing Requirements
A TSAPI license (that is, an Avaya Communication Manager basic AES CTI License) is
required for all monitored stations, hunt groups, and concurrent Single Step Conference
requests.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 27
NOTE For Single Step Conferencing all softphones are monitored. For Service
Observe, softphones are not monitored.
NOTE While multiple registrations will not use additional station licenses, they
will consume an IP station license, and thus require a full DMCC license or
equivalent.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 28
Configuration
To configure a deployment with Communication Manager, first complete the tasks in
Switch Configuration, page 29, for all Avaya Communication Manager environments.
Next, refer to one of the following sections for recorder configuration instructions,
according to the specific type of recording you want to perform:
TDM Trunk, page 34
TDM Station, page 35
VoIP Interception, page 35
VoIP Delivery, page 39
VoIP Gateway Recording, page 51
Finally, for each of these deployments you must also configure CTI Adapters, page 58.
Switch Configuration
Using the command line interface for Avaya Communication Manager, configure the
settings described in the following sections:
Switch Features, page 29
ASAI Link, page 30
Hunt Groups, page 30
AES Configuration, page 31
Install the TSAPI Client, page 31
Service Observe, page 32
Configure SIP Trunks as Shared, page 32
Acme Packet SBC Configuration, page 32
Switch Features
You must set the following system-wide Communication Manager parameters.
1 In the Avaya Site Administration interface, run the following command:
change system-parameters features
2 On page 5, set Create Universal Call ID (UCID) to y and allocate a number to
the switch if it does not already have a unique reference. If there is only one switch,
set it to 1.
3 On page 13, set Send UCID to ASAI.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 29
ASAI Link
The Event Minimization option, available for each ASAI link, must be disabled. This
feature stops duplicate events from being sent across the ASAI link in cases where
identical reports may be sent over multiple associations (e.g. active notification, call
control, and domain control). However, the Verint system needs the full event list in
order to operate, not the minimized event list.
1 In the Avaya Site Administration pane, run the following command (substituting the
ASAI link number where noted):
change cti-link <link number>
2 On page 2, under feature options, set Event Minimization to n.
Hunt Groups
1 Obtain a full list of hunt groups from the Communication Manager using the
following command:
list hunt-group
A list such as the following will appear:
HUNT GROUPS
Grp Grp
No. Name/ Grp ACD/ No. Cov Notif/ Dom Message
Ext Type MEAS Vec MCH Que Mem Path Ctg Adj Ctrl Center
8 Abacus 5000
2008 ead-mia y/N SK none y 0 n n
9 QM-WCR
2006 ead-mia y/N SK none y 0 n n
10 OEM HG 10
2009 ead-mia y/N SK none y 0 n n
11 OEM HG 11
2010 ead-mia y/N SK none y 0 n n
12 QM-WCR
2011 ead-mia y/N SK none y 0 n n
13 BT OEM
2012 ead-mia y/N SK none y 0 n n
NOTE The Hunt group extensions (labeled Ext) are the values we’re looking for,
not the Hunt Group Number (Grp No).
It is best practice to have a single master hunt group, to which all agents are assigned
via skill number, and to use this master hunt group alone for Verint Recorder monitoring
Integration Service Avaya and Avaya NES Integration with Recorder Guide 30
of agent events, rather than updating the group numbers in the data source whenever
hunt group changes are made.
AES Configuration
Perform the following configuration the AES interface for the Avaya switch.
DMCC Configuration
You will need the Switch Connection Name to configure the DMCC Adapter. You can
obtain this from the AES server under CTI OAM > Administration > Status and
Control > Switch Conn Summary. The Switch Connection Name appears in the first
column (labeled Switch Conn) on the right-hand side.
DLG Configuration
There is no specific AES configuration required for DLG.
CVLAN Configuration
The following settings are required for the CVLAN link(s) in AES:
Proprietary unchecked
Heartbeat unchecked
You must also use ASAI version 4 or above.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 31
Service Observe
If you are using Service Observe with bridged lines, in Communication Manager run the
following command:
display system-parameters special-applications
On page 2, verify that the setting (SA7900) - Service Observe Physical Set? is
enabled (y).
TSAPI Configuration
For TSAPI, configure AES to use either full access or permissions per DN.
On the Acme SBC, you must enable the UCID generation Session Plug-in Language
(SPL) plug-in. This ensures that Acme generates a UCID in inbound calls, which the
switch will then pass through CTI.
Example
acmesystem(session-agent)# show
session-agent
Integration Service Avaya and Avaya NES Integration with Recorder Guide 32
hostname pstn-out-rec1-sa
ip-address 172.29.101.11
port 5060
state enabled
app-protocol SIP
app-type
transport-method UDP
realm-id pstn_out_rec1_realm
…
ping-methodOPTIONS
ping-interval 15
Recorder Configuration
Before you begin the integration process:
1 Ensure that Recording has been installed and configured for the enterprise, as
described in the Installation Guide and the Enterprise Suite Framework
Administration Guide.
2 Associate the IP or TDM Recorder with the Integration Service Role.
a. In the Enterprise Manager, click System Management > Settings.
b. Select a recorder from the left-hand pane.
c. Click the Server Roles tab.
d. Select the check box beside the name of the appropriate recording-related role.
e. Click Save.
f. Wait for items in the Configuration Status queue to clear.
g. Restart your system:
i. Select the recorder, then the Settings tab.
ii. Click Launch to start Recorder Manager.
iii. Click Operations > Start and Stop.
iv. Click Reboot.
3 Create a Phone data source in Enterprise Manager, as described in the Recorder
Configuration and Administration Guide. Select Avaya Communication Manager/
Definity as the Switch/Sub Type.
NOTE If you are using Service Observe (VoIP Delivery with Avaya DMCC only),
enter the Service Observe String under Recorder TDM Settings.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 33
Next, complete one of the following sections to configure the Recorder, depending on
your environment:
TDM Trunk, page 34
TDM Station, page 35
VoIP Interception, page 35
VoIP Delivery, page 39
TDM Trunk
In TDM environments, trunk-side recording taps directly into a T1 or E1 line to record all
incoming calls at the demarcation point before going to a switch. Passive tap trunk-side
recording requires a physical connection directly between the demarcation point and the
switch system. The following diagram illustrates a typical passive tap trunk-side
configuration scenario within a Call Center environment.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 34
TDM Station
In TDM environments, station-side recording is initiated between the switch/ACD and a phone. This
is done by tapping into the line that connects the switch to the telephone using a punch-down block.
A cable is installed so that each extension connects directly to a port on the voice card. The following
diagram illustrates a typical passive tap station-side configuration within a Call Center environment.
NOTE Please see the Recorder TDM Station-Side Deployment Reference Guide
for more information.
VoIP Interception
VoIP Interception is VoIP recording using a SPAN Port/port mirror. With VoIP
Interception, spanning can be accomplished from one of three general locations within a
customers network topology. These locations are at the gateway, switch side
(infrastructure), and station side. With gateway recording the VoIP traffic is spanned at
a gateway typically located at the point where the call enters the customer’s
Integration Service Avaya and Avaya NES Integration with Recorder Guide 35
NOTE Please see the Recorder VoIP Interception Deployment Reference Guide
for more information.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 36
RTCP Handling
The extension is not part of the Avaya CLAN messages. It comes in out-of-band RTCP
messages and is received asynchronously approximately 5 seconds into the call. It’s
contained in a PHONE-type text field of SDES items in RTCP packets from the phone, so
it is necessary to enable RTCP messaging on all of the phones in this environment.
(Complete this configuration on the Avaya side.)
IP-to-Extension Mapping
As in other environments, Recorder Controlled Avaya Interception uses IP-to-extension
mapping to record calls. IP-to-extension mapping in Avaya is gleaned in 3 different
ways:
1 RTCP
IP-to-extension mapping can be gleaned when an extension is received in RTCP
messages from the phone.
As the extension comes through RTCP approximately 5 seconds into the call, first
call recorded on an extension will not have the initial 5 seconds of audio. It will not
be an issue for the first call recorded if extension-to-IP mapping is obtained from
phone registration messages or static mapping. Subsequent calls will not
experience this problem in either case, as dynamically-learned IP-to-extension
mapping is used to record these calls.
Applicable only to the IP Recorder.
2 Phone registration messages
The Avaya H.323 protocol handler also has the ability to parse phone registration
messages in order to obtain IP-to-extension mapping. You can enable this by
setting the UseH225RASforIPExtUpdate parameter of the
IPCaptureConfig.xml / IPAnalyzerConfig.xml file to true.
Applicable to both the IP Recorder and IP Analyzer.
3 Static configuration through mapping files
You can also configure IP-to-extension mapping through the static mapping file
ExtensionToIPMapping.csv, deployed in the Contact Store folder (installed with
your software from Verint).
Integration Service Avaya and Avaya NES Integration with Recorder Guide 37
<x:ProxyIPAddresses>
<x:ProxyIPAddress>192.168.0.199</x:ProxyIPAddress>
<x:ProxyIPAddress>10.250.5.154</x:ProxyIPAddress>
</x:ProxyIPAddresses>
</x:H323>
Limitations
When IP-to-extension mapping is not known for a device, and if the device takes an
internal call, the recording may not be tagged to this device. This happens for the first
call (if it is an internal call) after the Agent logged into a device or DHCP changes the IP
address of a device.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 38
VoIP Delivery
VoIP Delivery is supported in DMCC-driven DMS for Avaya. Applications developed for
DMCC communicate with the Avaya Communication Manager switch through the DMCC
Connector interface. These applications send the DMCC Connector requests to take
control of an extension defined in the switch, in order to perform telephone operations
on these extensions. These operations can include making calls, receiving calls, sending
announcements, applying tones, detecting digits and redirecting the extensions calls to
a specific IP address.
Media control functionality provided through Communication Manager allows
applications to access voice stream RTP data for the purposes of recording and/or
analysis, and to send RTP data as outgoing voice streams. The Recorder Integration
Service component of the Verint recording solution registers with the DMCC Service as a
“DMCC Device” which allows it to act as an IP softphone, and therefore access and
control the media streams at the extension and direct those streams to a Recorder IP
address/port.
The Recorder Integration Service registers with the Avaya DMCC Service as either:
a Standalone Recording device on a softphone extension created for recording
or
using the Multiple Device Registration feature (available only with CM 5.0 or
higher), as an additional device against an existing extension that is to be recorded.
With Standalone device registration, the Recorder uses the Avaya Service Observe or
Single Step Conference features to become a participant in the call and therefore
monitor/control the target extension for recording. With Multiple Device Registration,
there is no dedicated softphone allocated for recording. Instead the recorder becomes a
second or third device registered directly against the target extension.
To support advanced redundancy and failover requirements, combinations of the above
registration/recording methods may be deployed.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 39
NOTE Please see the Recorder VoIP Delivery Deployment Reference Guide for
more information.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 40
Integration Service Avaya and Avaya NES Integration with Recorder Guide 41
The following table compares several aspects of the Service Observe and Single Step
Conferencing features.
Additional TDM time slots 1 per recording device – 1 per recording device –
consumed (assuming a Listen/Talk FAC Active Participation
single port network) 0 — Listen Only FAC 0 — Silent Participation
Integration Service Avaya and Avaya NES Integration with Recorder Guide 42
Multiple Registration
Another feature available exclusively in a VoIP Delivery with DMCC scenario, multiple
registration allows you to have multiple devices associated with a single extension (to a
maximum of three devices in total, including the agent’s phone).
Multiple Registration is always used in a dedicated scenario: N-Dedicated multiple
registration + M Shared redundancy, or N+N, (via the pairing of recorders as described
in the Recorder Configuration and Administration Guide). You cannot deploy a Recorder
configured for Multiple Registration as a shared “M” resource.
The number of DMCC devices that can be registered against an extension is determined
as follows:
If there is no physical phoneset and no Avaya IP softphone registered at the
extension, the client application can register up to three DMCC devices.
If there is a physical phoneset or Avaya IP softphone registered at an extension, the
client application can register up to two DMCC devices.
If a physical phoneset and Avaya IP softphone share control of an extension, the
client application can register only one DMCC device.
In multiple registration,
The Integration Service uses the AES DMCC service to register itself as a recording
device at the target extension.
When the target extension joins a call, the Integration Service automatically
receives the call’s aggregated RTP media stream via the recording device and
records the call.
Information about the call is derived from the Established Call event that is
generated when the target extension joins the call.
NOTE DMCC devices can only be registered at extensions that have been IP
softphone-enabled on Communication Manager (that is, DCP and Avaya
H.323 IP). Avaya requires that the speakerphone be enabled on the
device. Because of this, some legacy DCP phones are not supported
because they lack a speakerphone entirely.
Also note that SIP phones are not currently supported by Avaya.
The Integration Service attempts to register devices at the extensions listed in the
Multiple Registration Extension Pool member group in Enterprise Manager (see
Multiple Registration on page 73). If registration for an idle device instance fails, it will
attempt to register the next device in 60 seconds. Any failure to register an extension in
Avaya will trigger an alarm.
In the event that the Recorder disconnects from the Integration Service, or the
Integration Service disconnects from the CTI interface, voice recording will continue by
virtue of the fallback feature (either the “On CTI Disconnection” or “Always” setting)
specified in the member group.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 43
Port Requirements
Both encrypted and unencrypted modes are supported for DMCC. The Avaya AES server
listens on port 4721 for communications with unsecured DMCC, and 4722 for secured
DMCC. (You can locate these ports in AES under Administration > Network
Configuration > Ports, under DMCC Server Ports.) The Integration Service creates
outbound connections to these sockets for these communications.
A certain number of User Datagram Protocol (UDP) ports must also be made available.
The total number depends on the number of licenses you have, and on the requirements
of a given integration. Calculate your port requirements per Recorder using the following
formula:
number of licenses x number of ports required for the integration x 1.2 = total ports
Integration Service Avaya and Avaya NES Integration with Recorder Guide 44
The number of ports per license required for Avaya DMCC VoIP Delivery is 4. So,
Example
Say you have 200 licenses. For this integration, requiring 4 ports per license, you would
calculate the number of ports as follows:
200 [number of licenses] x 4 [number of ports required for the integration] x 1.2 = 960
NOTE Note that you must allow for a minimum of 100 ports (even if the
calculation above yields a lower number).
The port range must begin at 1024 or higher to avoid conflicts with other services. In
addition, make sure the range falls outside of the range used by Windows for TCP/IP
(49152-65535).
IMPORTANT Please see the Firewall Ports Configuration document for additional
requirements and potential port conflicts.
Encryption Requirements
The following are required for encryption:
Configure the Avaya Communication Manager for the secure DMCC protocol. Enable
the Encrypted DMCC port (4722) on the AES Server. If you have an AES 3.1 server
that was upgraded from AES 3.0 and you are using the original AES 3.0 license, you
must obtain a new license file that will enable the encryption feature. If you are
running AES Server 4.0 or later, this is not an issue.
Configure the Avaya Communication Manager for Secure RTP. On the Avaya
Communication Manager, ip-codec-set, set media encryption to “aes” for the
softphones that will be used by the Recorder. This requires that Media Encryption
over IP is enabled (the customer must purchase this feature from Avaya).
NOTE All softphones on a single Avaya Communication Manager switch that will
be used by the Recorder must be set to Advanced Encryption Standard
(AES) if encryption will be used. If you select AES Encryption when
creating the DMCC adapter (see Avaya DMCC Adapter on page 51), any
softphones not set to AES will not be used.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 45
Monitored Devices
Monitored devices must be one of the supported softphone-enabled devices. The device
password must be the same as the agent phone password (recorders can only be
configured to record devices that use the same password).
General Requirements
Service Observe and Single Step Conferencing are supported in AE Services and
Communication Manager versions 3.0 and higher. Releases of Communication Manager
prior to release 4.0 only allow one Service Observer in a call.
For Delivery with Avaya DMCC, Single Step Conferencing requires either TSAPI, CVLAN,
DLG, or Genesys CTI.
AE Services Requirements
For Service Observe/Single Step Conferencing, you must have AE Services version 2.x
or higher.
The AE Services is recommended for call monitoring only if you are using AE Services
version 4.1 or higher. Single Step Conferencing is available via the DMCC service in AE
Services version 3.1 and higher. If you are using an earlier release of AE Services, you
must use the TSAPI or JSAPI service for Single Step Conferencing. If you are using an
earlier release of AE Services in either case, you should use the TSAPI or JTAPI service.
Softphone Configuration
You must add a station on the Avaya Communication Manager for each port on the
recorder. Create all stations to be identical. You will subsequently use the Recorder's
Enterprise Manager to assign them to the various modes.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 46
1 Use the add station command to add as many stations as there are channels on
your recorders. Note the station numbers, as you will need to enter these in the
Recorder settings later.
2 Run add station xxxx, where xxxx is a station’s extension.
3 For Station Type, enter 4624.
4 For Security Code, enter the numeric security code the Recorder must use to
register softphones with the Communication Manager. Note this security code, as
you will need to enter it in the Recorder settings later.
IMPORTANT The softphones created for use by the Recorders must have the same
passcode, or a passcode that is the same as the extension number.
5 If you plan to use Service Observe, verify that the Class of Restriction (CoR) you
choose has Can Be A Service Observer enabled, and Can Be Service
Observed disabled.
IMPORTANT Avaya recommends that you use a dedicated CoR for the stations being
used as ports on the recorder.
The CoR of the stations you want to target for recording with the recording
modes mentioned above must have Can Be Service Observed enabled.
For more information on how to administer Class of Restriction and
Service Observing, refer to the following resources:
“Class of Restriction Section,” in “Chapter 19: Screen Reference” of the
Administrator Guide for Avaya Communication Manager. See also the sections
on Service Observing, Feature Access Code, and Feature Related System
Parameters.
“Service Observing,” in the chapter titled “ACD Contact Center Features” of
the Avaya Communication Manager, Release 3.0, Call Center Software
Automatic Call Distribution (ACD) Guide.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 47
IP Video Softphone? n
display station 3533 Page 4 of 6
STATION
SITE DATA
Room: Headset? n
Jack: Speaker? n
Cable: Mounting: d
Floor: Cord Length: 0
Building: Set Color:
ABBREVIATED DIALING
List1: List2: List3:
BUTTON ASSIGNMENTS
1: call-appr 7:
2: call-appr 8:
3: 9:
4: conf-dsp 10:
5: serv-obsrv 11:
6: 12:
Integration Service Avaya and Avaya NES Integration with Recorder Guide 48
TDM Delivery
For environments that must support E1 Line Side Trunk, please note the following:
Integration Service Avaya and Avaya NES Integration with Recorder Guide 49
Each E1 connection between the Recorder and the switch must have an E1 Trunk
Interface DS1 board (TN464F DSI INTFC 24/32).
DS1 board must be configured to 32CH and 120 Ohm.
Extensions must be assigned permission to be service observers.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 50
NOTE In the event that the regular expression value does not match the call
data for any member group then the call will not be recorded.
If you are using a custom attribute, you must first add this attribute to the
system, under System Management > Custom Data—see “Add Custom
Attributes” in the Recorder Configuration and Administration Guide.
You must also select either LineFirst or LineExclusive as the Recording
Resource Allocation Behavior—see “Create a Phone Data Source” in the
Recorder Configuration and Administration Guide.
iii. Associate the Extension Recording Resource with the IP Recorder.
3 Associate the Extension Pool member group with the Extension Recording Resource
and add extensions.
4 Add all of the agent hunt groups (or single master hunt group) to Data Source
Groups (under System Management > Data Sources >Data Source Groups,
click Create Group, with a type of Hunt Group).
5 Set the Recording Type of the network interface card used for recording to
Delivery (Recorder Manager).
6 Assign a consecutive series of ports available for Delivery. See Port Requirements,
page 44 to determine the required number of ports.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 51
SIP Session Replication, for which an SBC encapsulates and directs both the SIP
and RTP to a particular IP Recorder. If the Recorder fails to respond correctly, the
SBC can route the SIP and RTP to a secondary Recorder in the configuration.
An SBC, in this case Acme Packet SBC Session Replication for Recording (SRR), allows a
copy of specific calls to be delivered to a recording device on the network. SBC-based
recording is common in Avaya/SIP environments, and can simplify the administration
and management of SIP trunk recording.
Below is an example of Acme Packet SBC deployment in which it terminates a SIP trunk
coming in from an Internet Telephony Service Provider (ITSP), and relays the SIP/RTP
traffic to an IP PBX in the contact center. When the SRR feature is configured on the
SBC, it replicates the SIP and RTP traffic to the recorder server as shown in the diagram.
The Recorder supports integration with the Acme Packet standalone SBC 3810/3820 and
4250/4500 product line. The replicated calls are encapsulated using RFC 2003 and
delivered to the Recorder, where the traffic is decoded and recorded.
NOTE This release does not support integration with the 2600-series SBC.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 52
using this method minimizes the amount of network engineering required to access
traffic, since it can be routed over IP rather than through the use of SPAN/mirror
ports or network tap devices. This can reduce initial and ongoing network
configuration costs and complexity.
If you are using an SBC, see Acme Packet SBC Configuration, page 32 before
you proceed.
SIPREC
SIPREC is a recording standard and a type of VoIP Delivery recording. The Integration
Service may receive SIPREC traffic from a switch, or session replicating device like the
Acme SBC.
The Verint Recorder can record SIPREC calls sent to the Recorder Integration Service,
which manages the SIP calls, routing the RTP to an associated IP recorder, and tagging
appropriate information extracted from the SIP signaling. Default tagging includes any
custom attributes, any relevant data found in the SIPREC XML, as well as the data
source ID and member group ID. The Recorder Integration Service uses this tagged
information to correlate the call with the CTI.
If your environment includes calls that are not coming in over SIP trunks (for example,
internal calls, or dialer calls), you will need to complete additional configuration steps
(described later in this chapter) in order to invoke selective recording of these non-SIP
trunk calls whenever the settings in the Gateway Correlation member group don’t result
in a match.
See “SIPREC” in the Recorder VoIP Delivery Deployment Reference Guide for more
information about the SIPREC implementation.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 53
Integration Service Avaya and Avaya NES Integration with Recorder Guide 54
For
IMPORTANT Do not include a Correlation Key in the member group settings unless
instructed to do so by Verint. The Correlation Key is used to establish an
association between a recording and its CTI attributes, but it is typically
provided internally by the Integration Service), meaning the system will
use the correct setting by default, so you can leave this field blank. See
"Gateway Side Correlation Pool Settings" the Recorder Configuration and
Administration Guide for additional details.
5 In the Recorder Manager, select the IP Recorder then click General Setup >
Capture Settings > Cards and Filters, then set the Recording Type of the
network interface card used for recording:
Integration Service Avaya and Avaya NES Integration with Recorder Guide 55
For To
6 For SIP Trunk Interception and SIP Session Replication only, under General Setup
> Capture Settings > Protocols, select the SIP protocol check box.
7 For SIPREC only, assign a consecutive series of ports to be available for delivery.
See Port Requirements, page 44 to determine the required number of ports.
8 Create integration adapters. For SIPREC only, create a SIPREC Adapter, page 61.
For all environments, including SIPREC, create at least one of the following for CTI:
Avaya DLG Adapter, page 60
Avaya CT TSAPI Adapter, page 60
CVLAN Adapter, page 67
Genesys Adapter, page 62
Customers running a custom configuration may technically use any CTI adapter for
SIPREC, assuming it is able to consistently provide a matching identifier found in
the SIPREC XML metadata.
9 For SIP Trunk Interception and SIP Session Replication, configure a custom SIP tag
for the Avaya ID. In a text editor such as Notepad, open the files
IPCaptureConfig.xml and, optionally, IPAnalyzerConfig.xml (located in
%IMPACT360SOFTWAREDIR%\ ContactStore). Locate <x:CustomSIPTags> under
the tag <x:SIP>. Within <x:CustomSIPTags>, add <x:CustomSIPTag> with the
Avaya ID, as indicated in bold in the following example.
<x:CustomSIPTags>
<x:CustomSIPTag Section="SIP Header" Overwrite="true">
User-to-User</x:CustomSIPTag>
</x:CustomSIPTags>
10 In addition:
The SBC must use port 5060; this is the default port so there is no need to
configure this (but conversely, it must not be changed).
The NIC requirements for this integration are the same as those cited in the
Customer Furnished Equipment Guide under "Requirements for RFC 2003." For
scenarios using RFC 2003 Interception you may have multiple NIC cards, but it
is possible to configure the Recorder to use only one NIC.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 56
the audio and CTI for a given call appearing on two different data sources, as in the
following diagram.
In these cases, you can use a type of ‘parent’ data source known as a “Collection”,
containing a Gateway Side Correlation Pool member group associated with the
appropriate Recorders, as well as ‘child’ Phone data sources representing the switches to
which CTI events may be routed by the SBC. The possible sources of both CTI and audio
are thus grouped together, allowing the Recorder Integration Service to match the calls
received by the parent Collection data source to correlated CTI calls within the child data
sources. (As such, both parent and child data sources must be associated with the same
Recorder Integration Service.)
Supported environments are SIPREC, SIP Trunk Interception, and Session Replication
Recording. For configuration instructions, see “Create a Collection Data Source” in the
Recorder Configuration and Administration Guide.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 57
CTI Adapters
Depending on your setup, you will require one of the following integration adapters for
TDM Station, TDM Trunk, or VoIP Interception:
Avaya DMCC Adapter, page 58
Avaya DLG Adapter, page 60
Avaya CT TSAPI Adapter, page 60
Generic SIP Adapter, page 61
SIPREC Adapter, page 61
Genesys Adapter, page 62
Cisco ICM Adapter, page 65
CVLAN Adapter, page 67
To create an adapter, launch the Recorder Manager and click General Setup >
Integration Service > Settings > Create. Each requires the following settings:
Field Description
Adapter Name Type a unique name for this adapter. Do not use any
special characters or characters that truncate xml. This
field is not case sensitive.
Adapter Type A read-only field that lists the adapter selected above.
Next proceed to the appropriate section below to learn more about the settings specific
to that adapter.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 58
IMPORTANT For this solution, CTI is required for tagging and segmentation purposes
and you will therefore require an additional CTI adapter, one of either
Avaya Definity LAN Gateway, Avaya CT (TSAPI), Genesys, Cisco ICM, or
CVLAN. See CTI Adapters on page 58.
Field Description
AES Server Hostname Type the hostname or IP address of the AES server. The
default is server.
Use Secure DMCC Select this check box to encrypt communication between
the Avaya DMCC adapter and the Avaya Communication
Manager switch.
AES Username Type your username for the AES server.
AES Password Type the password for the username specified above.
Use Backup Server Select this check box if your system will include a backup
server for Avaya CMAPI.
Backup Server If you enable the check box above, this field becomes
Hostname editable for you to add the hostname of the server. The
default is server2.
Avaya CM Switch Name The Avaya Communication Manager switch connection
name in the AES. This setting is case sensitive.
Use Extension As Select this check box to use the phone’s extension as the
Device Passcode device passcode (instead of a single phone passcode,
which you would set in the following field).
Phone Passcode Enter the phone passcode. Use this if you have the same
passcode set for all phones.
Device Media Codec Select the audio encoding format: G.711 A-law, G.711 Mu-
law, G.729, G.729 Annex A, G.723, or G.711 Mu-law.
RTP Encryption For unencrypted RTP streams, select No Encryption. For
encrypted streams select AES Encryption.
Use Feature Access Select this check box to use a Feature Access Code (FAC)
Code for Service to initiate Service Observe. Note that softphones that will
Observe be used by the Recorder for Service Observe will still
require a Service Observe button; the status of this button
will be used to determine whether the Service Observe
request was successful.
Feature Access Code If you enabled the use of an FAC above, type the FAC in
this field.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 59
Field Description
Link Number Type the number assigned to the DLG link. The default is
1.
Use Backup Server for Select this check box to connect to a backup server if the
failover connection to the primary host fails (enter the server
address information in the fields below).
Backup Link Number Type the number assigned to the DLG link for the backup.
The default is 1.
NOTE Before creating the TSAPI adapter, ensure that you first install the TSAPI
Client (see Install the TSAPI Client, page 31).
Integration Service Avaya and Avaya NES Integration with Recorder Guide 60
Field Description
Avaya CT Service Id This is the internal identifier by which the Avaya CT Server
is known to the CTI Adapter's server.
Backup Service Id The identifier for a backup service to which the TSAPI
adaptor can connect if the primary connection fails
(optional).
Login Name Type a login name used to access the TSAPI server.
Login Password Click the button beside the Password field and type a
password for the TSAPI server.
Field Description
SIP Protocol Select the protocol that the SIPREC adapter will use:
SIP over UDP—User Datagram Protocol (UDP) allows
applications to send messages to hosts on an IP
network. UDP has a lower overhead because it
assumes that error checking is either not required or
that this processing is done elsewhere.
SIP over TCP—Transmission Control Protocol (TCP) is
best for applications (such as email and file transfer)
that require a reliable data stream service.
SIP over TLS—Transport Layer Security (TLS) is
designed to secure client-server communications over
a network. It operates on segments of network
connections above the Transport Layer.
SIPREC Adapter
Use this adapter to support the retrieval of custom tags in SIP headers or SIPREC
metadata in SIP Trunk Recording.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 61
Field Description
SIPRec Device Type Specify the far-end SIPREC device being used for
this integration. For Avaya, select Acme Packet.
SIP Protocol Select the protocol that the SIPREC adapter will use:
SIP over UDP—User Datagram Protocol (UDP)
allows applications to send messages to hosts
on an IP network. UDP has a lower overhead
because it assumes that error checking is either
not required or that this processing is done
elsewhere.
SIP over TCP—Transmission Control Protocol
(TCP) is best for applications (such as email and
file transfer) that require a reliable data stream
service.
SIP over TLS—Transport Layer Security (TLS) is
designed to secure client-server
communications over a network. It operates on
segments of network connections above the
Transport Layer.
Genesys Adapter
The Genesys adapter connects to the Genesys server over the LAN using TCP/IP via the
T-library SDK. The Genesys server in turn connects to the Avaya switch. The Genesys
server provides the adapter with real-time telephony information from monitored
extensions, hunt groups, and VDNs. Information contained in these messages is tagged
along with the recording.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 62
Field Description
T-Server Type the name of the primary Genesys server. The default is
Hostname verint.
T-Server Port Specify the port on which the primary T-Server listens for
connections from the clients. 9001 is the default.
Application Name This value is used to identify the Recorder Integration Service
in the Genesys logs. It should be a unique value that describes
the recording system/server. Verint Recording is the default.
Secondary T- Type the name of the secondary Genesys server (set to verint
Server Hostname by default). This field is required if you select the Use
Secondary Server for failover check box. The default is
server2.
Secondary T- Specify the port on which the secondary T-Server listens for
Server Port connections from the clients. 9001 is the default. This field is
required if you select the Use Secondary Server for failover
check box.
Get RTP Genesys will provide RTP information if it used with a Cisco
Information switch or Genesys SIP server. To obtain this information you
must select this check box. The option is not enabled by
default. Only required for CTI Controlled recording.
RTP Password If you have enabled Get RTP Information, type the password
configured in Genesys.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 63
Field Description
Query devices' Select Query (to always query) or Event Based (to query
In/Out of service upon the occurrence of certain events) to query the In/Out of
status service status of devices. To never query, select Don’t Query.
Tagging Only Enable this option if the adapter is used in addition to any other
call tracking adapters on the same data source and this adapter
is expected to only Tag CTI data for the calls that are tracked
by another adapter.
Process Agent This option will enable the Genesys adapter to process agent
Event state changes, specifically Agent Login and Logout.
Event Based After This option will enable the Genesys adapter to stop screen
Call Work recording based on after call work events, specifically Agent
Ready and Logout. Off by default. This feature will only work if
Tagging Only is not selected.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 64
Field Description
Server Hostname Type the Host name or IP address of the primary ICM CTI
server (CG component). The default is server.
Server Port Specify the connection port on the primary ICM CTI server
(CG component). The ICM adapter connects to the CTI
Gateway for a corresponding Peripheral Gateway. The port
for this connection is defined on the CTI Gateway in the
ICM configuration. The default is 42027.
Protocol Version Select the version of the protocol you are using, or leave
this set to the default value of Auto for it to be
automatically determined.
Client Password If you enable authentication, click the button beside the
ClientPassword to type a Password corresponding to the
Client Id used to access the ICM CTI server (CG
component).
Use Secondary Server Select this check box if you want to use a failover server.
Secondary Server Specify the host name or IP address of the backup ICM
Hostname CTI server (CG component). This field is required if you
select the Use Secondary Server check box. The default
is server2.
Secondary Server Port Specify the connection port on the backup ICM CTI server
(CG component). The ICM adapter connects to the
secondary CTI Gateway for a corresponding Peripheral
Gateway. The port for this connection is defined on the
secondary CTI Gateway in the ICM configuration. This field
is required if you select the Use Secondary Server check
box. The default is 43027.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 65
Field Description
Tagging Only Select this check box if you want this adapter to perform
tagging only, while the switch controls recording.
Device Registration Select this check box to receive ICM events only for the
extensions configured in Enterprise Manager. You must
also enter a Peripheral ID, below. These two settings in
conjunction are used to receive ICM events for the
configured extensions.
CTI Server Peripheral If you enable Device Registration, above, you must also
ID provide a Peripheral ID to be used to query configured
devices. You can find this number in the ICM event in the
Recorder Integration Service log file.
Example
In the following logs, BEGIN_CALL_EVENT marks the start
of the ICM call, and Int<peripheralID> indicates that the
Peripheral ID is 5000.
[IEMessage |0180|D] 2013/03/27 17:24:54.291
Dispatching Event CTIEvent<si.12> --> <CallTracker>
Size<6>
[IEMessage |0180|H] 2013/03/27 17:24:54.291
Int<AdapterId> = 12 ; Str<AdapterName> = ICM
Adapter ; Int<SwitchId> = 255 ; Str<SwitchName> = My
Cisco ; Str<description> = BEGIN_CALL_EVENT
[IEMessage |0180|H] 2013/03/27 17:24:54.291
Folder<event>
[IEMessage |0180|H] 2013/03/27 17:24:54.291
Int<messageType> = 23 ; Int<monitorId> = 19 ;
Int<peripheralID> = 5000 ; Shrt<peripheralType> =
17 ; Shrt<numCTIClients> = 0 ;
Shrt<numNamedVariables> = 0
[IEMessage |0180|H] 2013/03/27 17:24:54.291
Shrt<numNamedArrays> = 0 ; Shrt<callType> = 6 ;
Shrt<connectionDeviceIDType> = 1 ;
Int<connectionCallID> = 16781293 ;
Shrt<calledPartyDisposition> = 0
Event Based After Call This option will enable the adapter to stop screen
Work recording based on after call work events. Off by default.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 66
The ICM Tagging Only adapter will only process Agent states (Agent Login, Agent
Logout, and so on) and custom attributes, while the other CTI adapter will provide
information to track calls, recording, and some level of tagging. If you want tagging for
any additional attributes, use custom data to capture them as described under “CTI
Tagging” in the Recorder Configuration and Administration Guide.
Note that the Event Based After Call Work option will allow the adapter to stop screen
recording based on After Call Work events, specifically Agent Ready and Logout.
NOTE When performing tagging using the Tagging Only setting, you may wish to
define a data tagging threshold, which stipulates a duration after which
the next or last call will not be tagged. (Note that for last call, this time
will be the threshold value plus the amount of After Call Work, as specified
in the Recording Rules.)
Example:
If you set a data tagging threshold of 60 seconds, and After Call Work is
set to 120 seconds,
if the next call does not arrive within 60 seconds, the data will be
removed and not tagged on the next call.
if more than 180 seconds have passed since the last call ended, the
data will be removed and not tagged on the last call.
To configure this setting, in the Phone data source in Enterprise Manager,
under Advanced Settings, click Add. In the Key field, type
DataTaggingThreshold. As the Value, enter a time in seconds.
CVLAN Adapter
The Avaya CVLAN Adapter connects to the Avaya AES server or Avaya MAPD card over
the LAN using TCP/IP. The Avaya AES server or Avaya MAPD card in turn connects to the
Avaya switch. The Avaya AES server or Avaya MAPD card provides the adapter with
realtime telephony information from monitored extensions, hunt groups, and VDNs.
Information contained in these messages is tagged along with the recording.
Field Description
Server Hostname Type the hostname or IP address of the AES server. The
default is server.
Signal Type the number of the link to which you are connecting.
Use Backup Server for Select this check box to connect to a backup server if the
failover connection to the primary host fails (enter the server
address information in the fields below).
Integration Service Avaya and Avaya NES Integration with Recorder Guide 67
Field Description
Backup Signal Type the number of the link to which you are connecting in
the event of a connection failure with the primary. The
default is 1. Optional.
CVLAN Version Select your CVLAN Version from the dropdown list:
Version 8x or Version 4x.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 68
Advanced Deployments
The following scenarios require specific configuration:
Selective Recording with SO and SSC, page 69
SO or SSC Selective DMCC Recording, page 69
TDM Trunk with fallback to SSC or SO DMCC Recording on page 70
Dedicated Recording, page 71
Multiple Registration, page 73
N-Dedicated Multiple Registration DMCC Recording on page 73
Maintenance, page 74
Each involves settings that you must select following procedures in the Recorder
Configuration and Administration Guide. You can find these procedures in the sections
“Create a Phone Data Source” and “Create and Edit Member Groups”, within the
“Configure Recording” chapter.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 69
NOTE The CLAN Boards setting in the Extension Recording Resource member
group is an advanced configuration item that you should only use when
specifically directed to do so.
NOTE For local recording at the extension location, select the member group
used to record the desired extensions specific to that location.
TIP You may wish to use the Record IP Trunks setting in the data source if
you also want to record anonymous trunks via DMCC.
2 Create a Compliance Trunk Span member group for each tapped T1/E1 trunk.
3 Create all of the Phones/Extensions on the Phones tab of the data source.
4 Create member groups as described in the instructions for Selective DMCC
environments (under Selective Recording with SO and SSC, page 69).
5 Create a DMCC adapter for the data source—see Avaya DMCC Adapter on page 58.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 70
Dedicated Recording
Integration Service Avaya and Avaya NES Integration with Recorder Guide 71
MedPro 1
Both Extension Recording
Resource member groups are Tagging-only between
associated with a Single Recorder Integration
Service and Recorder
Dedicated Extension Pool The recorders register
containing combined set softphones directly in N
Processor Ethernet
of extensions or CLAN 2
Application
Enablement
Services (AES)
Recorder 2 MedPro 2
With second set of extensions in
An Extension Recording Secondary Recorder
Resource member group Integration Service
MedPro 3
Avaya
Communication
Manager (ACM)
Complete the following steps to set up N-Dedicated DMCC SO recording. Note that for
each N Recorder, you must create a DMCC adapter (see Avaya DMCC Adapter on
page 51), regardless of any additional adapters present on the Integration Service
server.
1 In Enterprise Manager, select the Avaya data source and create an Extension
Recording Resource member group.
a. Set the Recorder Control Type to Service Observe.
b. Under Shared Recorders, associate the member group with Recorder 1.
c. Click Assign & Create Phones, then allocate half of your softphones to this
member group.
2 Repeat step 1 for every dedicated DMCC SO Recorder.
3 Again, on the same data source, create a Dedicated Extension Pool member group.
a. To this member group, assign all of the extensions associated with both
Extension Recording Resources, above.
b. Associate the Dedicated Extension Pool with all of the Extension Recording
Resources.
4 Click Save.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 72
Multiple Registration
Multiple Registration is applicable only to VoIP Delivery with DMCC deployment, and is
always used in a dedicated scenario (where the N-Dedicated server uses Multiple
Registration). See Multiple Registration, page 43 for an overview.
Please also note the following:
In order to support this feature, the extensions must be defined as “Soft phone
Enabled” in AE Services.
All phones must share a single passcode or use their extension value as their
passcode. If there is more than one passcode you will need to create a separate
data source for each one.
All Integration Services that use the same AE Services for the multiple registration
feature must connect to the AE Services with same credentials (Avaya user name
and password).
In multiple registration environments fallback options are limited to those in which
audio recording continues in the event of CTI or recorder disconnection from the
Integration Service.
For each N Recorder, you must create a DMCC adapter (see Avaya DMCC Adapter on
page 51), regardless of any additional adapters present on the Integration Service
server.
If multiple devices are using the same extension, this can create a scenario in which the
Integration Service interprets a call as being abandoned, and therefore does not retain
the call. Use the Abandoned CTI Calls setting in the member group to control the
behavior in this situation.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 73
Maintenance
Please note that any changes to hunt group numbers, or to the extensions or trunk
spans being recorded, may result in required changes to the data source used by the
Integration Service adapter.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 74
Troubleshooting
General Troubleshooting
Use the following troubleshooting methods to identify issues in recording integrations:
Check for alarms on the Recorder Integration Service and Recorder.
Verify that calls appear in the Integration Service:
In Recorder Manager, view the Integration Service Status by clicking Status >
Integration Status. In this area you can query for information about calls,
contacts and recordings. (See “View Integration Service Status” in the Recorder
Configuration and Administration Guide for more information.)
Using logs, by selecting the Integration Service component in Recorder Manager,
under Operations > Component Logs.
Validate that recordings are started on softphones. In Recorder Manager, view the
Recorder status by clicking Status > IP Extensions Status. Here you should see
the member group to which you assigned the softphone extensions in the Member
Group column, as well as an indication of the Recording Status. The Status >
Status Summary tab lists the total number of Audio Recordings, while the
Status > Recorder Status tab lists the number of Calls in progress.
DMCC Licensing
Avaya DMCC softphones may consume IP_API_A licenses instead of DMCC_DMC
licenses. Validate the following to ensure that the correct license is consumed during
softphone registration:
Avaya Communication Manager server is version 5.2 or higher.
Avaya Enablement Services (AES) server is version 4.2.2 or higher.
DMCC_DMC licenses are available to the AES server via the WebLM license server.
A Communication Manager switch connection is defined in the AES for
communicating with the Communication Manager.
A H.323 gatekeeper is defined for the Communication Manager switch connection
on the AES.
The Communication Manager switch connection name is configured on the Verint
CMAPI adapter setting page exactly as it appears in the AES. This value is case-
sensitive.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 75
Resolution
You can resolve many of these by ensuring that your configuration is correct.
Data Sources
Avaya DMCC recording with SO or SSC requires two member groups: a resource pool
and an extension pool.
The resource pool always takes the form of an Extension Recording Resource (ERR)
pool. It contains the softphones to use for recording a specific call, and should be
associated with an IP Recorder. For selective recording, a pool of Recorders can share
the resource pool. For dedicated recording, each Recorder requires its own resource pool
of softphones.
The extension pool may be either a Dedicated Extension Pool (DEP) or a Selective
Extension Pool (SEP). It contains the actual extensions to monitor and record. The pool
should be associated with an ERR group.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 76
environment such that more softphones are available or fewer calls are required to be
recorded.
NOTE Please note that it may take a few minutes for the adapter to complete
registration of softphones. Because the FAILED count is for all
unregistered softphones, this count will include all the softphones when
the adapter first starts up. As the adapter configures itself and begins
registering softphones, the FAILED count should drop to zero.
NOTE When configuring a system with multiple NICs, ensure that the NIC being
configured for Delivery has an IP address and is routable from the
network. A NIC designated for Interception will not have an IP address
and will fail delivery.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 77
BROKEN FLUTTER
Phone does not have a Service Observe button
The RED lamp indicates the currently active button/feature. It is typically OFF or
STEADY (ON), and is usually only on one button at a time. The GREEN lamp indicates
the state of that specific function/button and may apply to any state.
In addition,
Messages like BROKEN_FLUTTER, FLUTTER, INVERTED_FLASH and FLASH are
typically error messages.
WINK and INVERTED_WINK indicate that changes are in progress.
OFF and STEADY indicate that the function in question is either off or on
respectively.
Physical Avaya phones have the same buttons and lamps as the softphones, so if you
perform a service observe from a real Avaya phone you can see the same lamp/display
updates that the Recorder Integration Service receives. Refer to Avaya documentation
for more information.
Event Flows
When a device receives a call, the following things happen:
The phone rings.
The Call Appearance (CALL_APPR) button flashes green.
The display changes to show caller information.
When media is first established for a call, the application receives a
MediaStartEvent. However, it does not guarantee that the call has been established
end-to-end yet.
For SO only, there must also be a display event ending with “so” (for example, IMT
STATION_SDA so). When the Recorder Integration Service first establishes SO, the
lamp winks green briefly, followed by the display flashing so – this display event
indicates that the SO is set up and active.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 78
Any time the Recorder Integration Service registers a softphone (whether or not SO/
SSC are being used) it will go through the following process.
1 First, it finds recording resources internally for recording, as identified in the
following log excerpt:
SoftPhone<Extension<110, 25060>, REGISTERING> UDP Endpoints to use for
recordings<167.69.236.167:9298>
and
Integration Service Avaya and Avaya NES Integration with Recorder Guide 79
Once the phone is registered, the Recorder Integration Service requests the button
configuration from the AES so that it will know which function corresponds to each
button number. In the example below, button number 263 is a Call Appearance
(CALL_APPR) button, 266 represents Conference Display (CONF_DSP), and 267
represents Service Observe (SERV_OBSRV), the latter button being applicable only in
SO environments.
The CALL_APPR button is required for both SO and SSC. The SERV_OBSRV button is
only required for SO. CONF_DSP is not required (it’s used to provide more information
about the call if CTI is down, and is really only applicable for Dedicated SO
environments).
Integration Service Avaya and Avaya NES Integration with Recorder Guide 80
The next events that must be received depend on whether the environment is SSC or
SO. (Skip ahead to Multiple Registration, page 83 for multiple registration.)
3 The call appearance lamp should be GREEN and STEADY at this time (as will be the
CONF_DISPLAY lamp, if configured).
[SoftPhone |0D5C|H] 2014/01/09 01:03:59.016 SoftPhone<Extension<110, 25060>,
REGISTERED> CallAppearanceLampUpdated LampColor<GREEN> LampID<263>
Value<STEADY>
[SoftPhone |0D5C|H] 2014/01/09 01:03:59.026 SoftPhone<Extension<110, 25060>,
REGISTERED> CallAppearanceLampUpdated LampColor<GREEN> LampID<266>
Value<STEADY>
5 The Recorder Integration Service detects the call and sends a notification to the
Recorder to start the stream:
Integration Service Avaya and Avaya NES Integration with Recorder Guide 81
SO Event Logs
As mentioned above, SO will involve an extra event, a display event ending with “so,”
indicating that SO is set up and active. The complete event sequence will resemble the
following.
1 RIS establishing the SO. Please note that part of the dialed digits is the extension;
in the example below it is 72004.
[SoftPhone |00C8|D] 2014-04-17 10:31:26.760+02:00 SoftPhone<Extension<1,
21093>, REGISTERED> Service Observing<*8872004> using feature access code
[SoftPhone |D40C|I] 2014-04-17 10:31:26.902+02:00 SoftPhone<Extension<1,
21093>, REGISTERED> Dialing<*8872004#> using line<263>
‘Using feature access code’ will only appear in the logs if the Recorder Manager
DMCC Adapter setting Use Feature Access Code for Service Observe is enabled.
If this setting is disabled (which it is by default), the log will read ‘using SO button.’
2 As the lamp flashes green, the Recorder Integration Service notifies IPCapture that
the softphone was successfully updated with the extension, and logs in SO will
display the following.
[SoftPhone |3DE0|H] 2014-04-17 10:31:27.177+02:00 SoftPhone<Extension<1,
21093>, REGISTERED> CallAppearanceLampUpdated LampColor<GREEN> LampID<267>
Value<WINK>
[NGAConnect|3DE0|H] 2014-04-17 10:31:27.177+02:00 NGA<IPCapture, SVTELRECPR1-
PIC, 172.22.8.70, 29504> Sending <4 SOUPDATE STATUS:Success:
EXTENSION:72004: DATASOURCE:1:?>
Lamp 267 is the Service Observe notification. <4 SOUPDATE STATUS:Success:
EXTENSION:72004: DATASOURCE:1:?> only appears in dedicated SO environments
(not selective).
3 At this point the SO display event appears, indicating that the SO is complete.
[SoftPhone |3DE0|H] 2014-04-17 10:31:27.916+02:00 SoftPhone<Extension<1,
21093>, REGISTERED> Display update event<a=0608026544 to IMT STATION_SDA
so>
Integration Service Avaya and Avaya NES Integration with Recorder Guide 82
4 In the update event from the switch, the lamp color must be GREEN and the lamp
value must be STEADY. If the lamp state is WINK, the Integration Service will wait
for five seconds for this to change.
[SoftPhone |3DE0|H] 2014-04-17 10:31:27.909+02:00 SoftPhone<Extension<1,
21093>, REGISTERED> CallAppearanceLampUpdated LampColor<GREEN> LampID<267>
Value<STEADY>
The log excerpt in red above shows the SERV_OBSRV lamp (267) as green and
steady.
[SoftPhone |3DE0|H] 2014-04-17 10:31:27.910+02:00 SoftPhone<Extension<1,
21093>, REGISTERED> CallAppearanceLampUpdated LampColor<GREEN> LampID<263>
Value<STEADY>
The log excerpt in red above shows the CALL_APPR lamp (263) as green and steady.
5 Next, the Media Start event for the relevant softphone, which looks like the
following, appears:
[SoftPhone |3DE0|H] 2014-04-17 10:31:27.920+02:00 SoftPhone<Extension<1,
21093>, REGISTERED> Media Started IPEndpoint<172.22.8.60:3101> Codec<-
1=g729A encrypted> PacketSize<60>
6 Finally, the Integration Service detects that a call has started on the softphone, and
it sends the Recorder a message to start the call:
[SoftPhoneH|3DE0|D] 2014-04-17 10:31:27.920+02:00 SoftPhone<Extension<1,
21093>, REGISTERED> has detected a new ServiceObserve call for Target<72004>
[PortIPReco|3DE0|D] 2014-04-17 10:31:27.920+02:00 Adding stream. Call<DMCC/1/
21093/1397723459817/0>
[NGAConnect|3DE0|H] 2014-04-17 10:31:27.921+02:00 NGA<IPCapture, SVTELRECPR1-
PIC, 172.22.8.70, 29504> Sending <1 STARTCALL SYSTEM:SIPProxy: CALLID:DMCC/
1/21093/1397723459817/0: TIMEOUT:60: MODE:active: MONO:true:?>
[NGAConnect|3DE0|H] 2014-04-17 10:31:27.922+02:00 NGA<IPCapture, SVTELRECPR1-
PIC, 172.22.8.70, 29504> Sending <1 EXTTAG CALLID:DMCC/1/21093/
1397723459817/0: EXT:72004: DATASOURCE:1:?>
[NGAConnect|3DE0|H] 2014-04-17 10:31:27.922+02:00 NGA<IPCapture, SVTELRECPR1-
PIC, 172.22.8.70, 29504> Sending <3 PERMTAG CALLID:DMCC/1/21093/
1397723459817/0: EXTENSION:72004: DMCCSOFTPHONE:21093: ?>
[NGAConnect|EB18|H] 2014-04-17 10:31:27.922+02:00 NGA<IPCapture, SVTELRECPR1-
PIC, 172.22.8.70, 29504> Received message <1 0 0>
[NGAConnect|3DE0|H] 2014-04-17 10:31:27.922+02:00 NGA<IPCapture, SVTELRECPR1-
PIC, 172.22.8.70, 29504> Sending <1 STARTSTREAM CALLID:DMCC/1/21093/
1397723459817/0: SRC:172.22.8.60:0: DST:172.22.8.70:2088: HANDLER:RTP: ?>
Multiple Registration
In Multiple Registration, a Multiple Registration Extension Pool member group holds a
list of softphones. This extension list is identical to the physical extension numbers (that
is, to record extension number 5142, the Multiple Registration Extension Pool must
include extension 5142).
Integration Service Avaya and Avaya NES Integration with Recorder Guide 83
The Recorder Integration Service will register the softphones with AES, and from this
point a copy of the physical extensions’ lamps and media messages will be sent to the
Recorder Integration Service via the CMAPI link. In addition, a copy of the physical RTP
will be sent to the appropriate Recorder (that is, the Recorder that holds the softphone).
Since the physical extensions are configured in the Multiple Registration Extension Pool,
there is no need to configure them in any other Member Groups.
Multiple Registration allows you to have multiple devices associated with a single
extension (to a maximum of three devices in total, including the agent’s phone). The
three device slots are typically:
The Agent’s physical extension—This can be an IP phone, DCP Phone (digital TDM
phone), or IP softphone.
A Multiple Registration softphone.
A softphone (if you are using N+N redundancy).
NOTE Note that if the customer uses another softphone or an application that
will use one of these 3 multiple registration device slots, you cannot use
N+N.
For Multiple Registration, the Recorder Integration Service will use only the Media
messages (Media Started/Media Stopped) to ask the Recorder to start/stop the
recording. (It does not the LAMP state and display messages as it does in SO/SSC
Recording).
Integration Service Avaya and Avaya NES Integration with Recorder Guide 84
The following Integration Service log excerpts illustrate softphone registration for
monitored station 330027 in Multiple Registration.
In the following excerpt, the Recorder gets the IP endpoint and starts recording a call
received call for 330027.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 85
Integration Service Avaya and Avaya NES Integration with Recorder Guide 86
Integration Service Avaya and Avaya NES Integration with Recorder Guide 87
Resolution: Verify network connectivity between the Integration Service and the Avaya
AE Services server or Avaya MAPD card using the hostname information provided by the
Administrator for the customer’s Avaya AE Services server or Avaya MAPD card.
Cause: The Avaya DLG link is not presently functioning.
Resolution: Request that the customer's Avaya AE Services Server Administrator or
Switch Administrator verify that the Avaya DLG link is currently in operation.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 88
This chapter describes how to install and configure an integration via the Avaya
Proactive Contact (formerly Predictive Dialing System) adapter.
Topics
Requirements, page 90
Limitations/Known Issues, page 92
Configuration Checklist, page 93
Configuration, page 95
Call Flows, page 99
Maintenance, page 101
Troubleshooting, page 102
Chapter 3 - Avaya Proactive Contact Requirements
Requirements
Verint Field Services personnel should confirm with the customer that they have the
correct Switch/CTI configuration. Please refer to Verint Product Central for the latest
information on supported Switch/CTI combinations.
Note that while this chapter describes the use of Avaya Proactive Contact in an Avaya
Communication Manager environment, you may use this dialer with all Verint Recorder-
supported switches in IP recording or TDM trunk-side recording.
Switch Specifications
Specification Requirement
NOTE Follow the Call is only supported with Avaya Proactive Contact version 4.2.
Port Requirements
You must open the following ports for this integration.
Communication Ports
Non-SSL communication
SSL communication
For Dialer to Recorder Integration Service communication the ports used by the CORBA
interface use to transfer data are as follows:
An initial connection by the Proactive Contact Dialer event service client to the
Recorder would normally be to port 23201 (or 23200 for unsecured
communication). The NamingService process listens on this port.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 90
The secondary connection by a PDS event service client would be on port 23121 (or
23120 for unsecured communication), the enserver process listens on this port.
The Recorder Integration Service and enserver use CORBA’s bi-directional functionality
to use the second connection for communication back from the enserver to the Recorder
Integration Service server. This removes the need for a third port.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 91
Limitations/Known Issues
The following are known issues in this release:
Agent events are only supported in Avaya AE Services environments.
There is no conference event in Avaya Proactive Contact CTI. As a result, a dialer
call that includes a conference will be tagged a transfer.
Recording dialer calls is not supported when silence suppression is enabled on the
switch.
A dialer will not function correctly in the event of a failover in a redundant
environment due to constraints related to the nail up call.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 92
Configuration Checklist
The site must have the following prior to installation:
the appropriate licensing for recording and for the Integration Service (usage will be
one per agent and one per skill group).
In addition, ensure that you have obtained the information listed in section 1 of the
following table.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 93
Integration Service Avaya and Avaya NES Integration with Recorder Guide 94
Configuration
The Avaya PDS adapter connects to the Avaya Proactive Contact server over the LAN
using TCP/IP via CORBA. The Avaya Proactive Contact server in turn connects to the
Avaya switch. The Avaya Proactive Contact server provides the adapter with real-time
telephony information from monitored extensions, hunt groups, and VDNs. Information
contained in these messages is tagged along with the recording. Disposition code
update after call termination is supported.
Switch Configuration
In terms of switch configuration, you will need the following:
installed and configured Avaya Communication Manager
Integration Service hostname configured on the Dialer (for heartbeating)
for encryption, setup of keys established
Recorder Configuration
Before you begin the integration process:
1 Ensure that the Recorder has been installed and configured for the enterprise, as
described in the Installation Guide and the Enterprise Manager Configuration and
Administration Guide.
2 Assign the IP or TDM Recorder and/or Integration Service Roles to the recorder
servers as needed.
a. In the Enterprise Manager, click System Management > Settings.
b. Select a recorder from the left-hand pane.
c. Click the Server Roles tab.
d. Select the check box beside the name of the appropriate recording-related role.
e. Click Save.
f. Wait for items in the Configuration Status queue to clear.
g. Restart your system:
i. Select the recorder, then the Settings tab.
ii. Click Launch to start Recorder Manager.
iii. Click Operations > Start and Stop.
iv. Click Reboot.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 95
NOTE To obtain agent logins from the Avaya switch you must configure the hunt
groups in the Phone data source (see the Recorder Configuration and
Administration Guide).
IMPORTANT For cases in which agents connect through a PBX, data source and
member group settings are on the PBX data source (see “Create a Phone
Data Source” in the Recorder Configuration and Administration Guide),
which must be associated with the Dialer data source. If you are using a
standalone dialer, these settings are on the dialer data source (see
“Create a Dialer Data Source” in the Recorder Configuration and
Administration Guide).
CTI Adapters
Field Description
Adapter Name Type a unique name for this adapter. Do not use any
special characters or characters that truncate xml.
This field is not case sensitive.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 96
Field Description
Dialer Version Select the dialer version from the dropdown box.
Event Server User Type the user name used to log into the event
Name server.
Event Server Type the password used to log into the event server.
Password
Integration Service Avaya and Avaya NES Integration with Recorder Guide 97
Field Description
Dialer Callback This is the type of device that comes in on the CTI
Device Type events received from the dialer. Select one of the
following:
Extension—Select this if the callback identifier
used for the dialer login is the PBX phone
Extension/DN.
Agent Id—Select this if the callback identifier
used for the dialer login is the PBX Agent ID.
Any—The callback identifier used for the dialer
login can be either PBX phone Extension/DN or
PBX Agent ID. In this case PBX phone
Extension(s)/DN(s) and PBX Agent-ID(s) should
be unique.
Process Agent When this check box is selected, the system will
Logon Events process agent logon/logoff events (otherwise these
events are silently dropped). Enabled by default.
Event Server On Select this check box if your event server is not on
Separate Machine the same machine as the name service.
from Name Service
Event Server Type the user name required to log into the dialer.
Hostname
5 Click Save.
6 Select the adapter in the left-hand pane and click the Start button to start the
adapter.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 98
Call Flows
The following sections describe how a dialer call is recorded and segmented in a typical
dialer environment. You can use this information to troubleshoot long dialer long calls or
improper dialer call segmentation.
A g e n t lo g s in t o A g e n t r e c e iv e s A g e n t r e c e iv e s A g e n t lo g s o u t
t h e D ia le r D ia le r C a ll 1 D ia le r C a ll 2 o f t h e D ia le r
( t im e b e t w e e n
D ia le r c a lls )
Segm ent 1 Segm ent 2 Segm ent 3 Segm ent 4
Segm ent 5
C o n ta ct 1
C o n ta ct 2
C o n ta ct 3
C a ll
The diagram above illustrates five segments created over the course of two dialer calls:
Segment 1
The agent logs into the dialer.
The switch calls the agent to establish the nailup call. This call is represented by the
blue line in the above diagram. This call lasts from the time the agent logs into the
dialer until he logs out.
The Integration Service records this call as a regular contact, unaware that this is a
nailup call.
Contact 1 is associated with recording inum 1. This inum is the identifier given by
the Recorder for the recording it created for this call.
Once the first call is received, this segment is associated with blocked Contact 1 and
marked for deletion.
Segment 2
Dialer Call 1 is delivered to the agent.
The Integration Service identifies the previous switch call on the same extension as
the nailup, and marks recording inum 1 for deletion.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 99
A new contact, Contact 2, is created for this segment. Contact 2 is associated with
inum 2.
Contact 2 is marked to be kept. This recording contains Dialer Call 2.
Segment 3
This segment corresponds to the time in between the two dialer calls.
This segment (inum 3) is associated with blocked Contact 1 and is marked for
deletion.
Segment 4
This segment corresponds to Dialer Call 2.
A new contact, Contact 3, is created for this segment. Contact 3 is associated with
inum 4.
Contact 3 is marked to be kept, and this recording contains the Dialer Call 2.
Segment 5
This segment corresponds to the time from the end of the Dialer Call 1, until the
agent logs out of the dialer.
The inum for this segment, inum 5, is associated with the blocked Contact 1 and
deleted.
The agent logs out of the dialer.
The switch sends the disconnected event for the nailup call and the recording ends.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 100
Maintenance
Please note that any changes to the hunt group numbers, or to the extensions or trunk
spans being recorded, may necessitate changes to the data source used by the Avaya
PDS adapter.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 101
Troubleshooting
Please note the following issues may be resolved by troubleshooting:
Could Not Connect to the ServiceID, page 102
SSL Factory Cannot Be Initialized, page 102
Unable to Connect to the Avaya Dialer, page 103
Dialer Adapter Restart Delay, page 106
Integration Service Avaya and Avaya NES Integration with Recorder Guide 102
Resolution: To troubleshoot connection issues with the Avaya dialer, examine the
Integration Service logs at DebugHigh level.
These logs are typically located under \Impact360\Data\Logs\IntegrationService,
on the server on which the Integration Service is installed. The example log below
contains the messages “Connection to dialer established” and “received heartbeat
from Avaya PDS” appear. These indicate a successful connection.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 103
Resolution: Verify that you have the correct credentials to log in to the Avaya dialer
event server, and make sure that you have entered these correctly when configuring the
Avaya dialer adapter settings (see Configure the Avaya Proactive Contact Adapter,
page 96).
Integration Service Avaya and Avaya NES Integration with Recorder Guide 104
67436f6e746578744578743a3100000000800000001052b00004f4154010000001800000001
e1ba000100010001000000010001050901010000000000140000000800000001e4b7008600a
15b> <java.lang.ArrayIndexOutOfBoundsException>
[BaseAdapte|0864|E] 2013/02/07 13:29:10.335 Exception caught calling
initialize<java.lang.Exception: Invalid IOR String>
[BaseAdapte|0864|E] 2013/02/07 13:29:10.335
com.witness.adapters.AvayaPDS.AvayaORB$Configuration.parse(AvayaORB.java:34
7)
Resolution: Verify that the IOR string provided by Avaya is correct, and if necessary
generate a new IOR string from the dialer.
Resolution: The keystore file is a certificate file from Avaya that should be placed in the
ContactStore folder under ..\Impact360\Software\. Verify that this file is present in the
ContactStore folder and make sure that the file name is correctly configured in the
Avaya dialer adapter settings (see Configure the Avaya Proactive Contact Adapter,
page 96).
Resolution: The keystore file is a certificate file from Avaya that should be placed in the
ContactStore folder under ..\Impact360\Software\. Please contact Avaya to obtain the
correct certificate file for the dialer version to which you are attempting to connect.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 105
Resolution: Try to ping the dialer by IP and hostname from the Integration Service
server. If the ping fails, request that the customer’s network team look into the issue. If
the issue persists, try to work around the DNS issues by adding the hostname and IP of
the dialer to the Hosts file of the Integration Service server.
Resolution: The most common reason for the Integration Service not to receive a
heartbeat from the dialer after successfully connecting to the dialer is the presence of a
firewall between the Integration Service server and the dialer. Verify with the customer
that the firewall is configured such that the dialer and the Integration Service server can
communicate.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 106
This chapter describes how to install and configure an Avaya Aura Contact Center
(AACC) Communication Control Toolkit (CCT) integration.
Topics
Requirements, page 108
Limitations/Known Issues, page 109
Licensing, page 110
Configuration Checklist, page 111
Configuration, page 112
Maintenance, page 116
Troubleshooting, page 117
Chapter 4 - Avaya Aura Contact Center Requirements
Requirements
Verint Field Services personnel should confirm with the customer that they have the
correct Switch/CTI configuration. Please refer to Verint Product Central for the latest
information on supported Switch/CTI combinations.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 108
Limitations/Known Issues
The Avaya Aura server does not provide sufficient information to determine call
direction.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 109
Licensing
In addition to the TSAPI/DMCC/CVLAN licensing requirements you should already be
familiar with (see Licensing, page 27 in the “Avaya Communication Manager” chapter for
details), the Verint AACC solution also requires an “AACC Service Oriented Architecture
(SOA) Developer Kit” license. AACC Suite for Mid-sized Enterprise (AACC-M) includes
the license at no extra charge. AACC Enterprise does not include the license, and it must
be obtained at an additional cost.
In addition, you will require a seat license known as “3rd party WFO port”. Technically,
only a single license is consumed for CTI monitoring across all agent seats. However,
commercially Avaya requires a license for each seat, and these licenses must also be
obtained at an additional cost.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 110
Configuration Checklist
The site must have the appropriate licensing for recording and for the Integration
Service (usage will be one per agent and one per skill group) prior to installation.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 111
Configuration
The integration between the Recorder and Avaya Aura Contact Center (AACC) CCT
provides the following:
Allows CCT (rather than AE Services) to provide login/logout events for Aura agents.
When a call is routed through an Aura CDN to an agent, AE Services will view this as
an internal call from the CDN to the agent. When in Tagging Only mode, this
integration overwrites the ANI, DNIS, and queue values to provide the correct
tagging.
Allows AACC to provide the Extension (Agent ID), rather than the agent ID from the
PBX.
Switch Configuration
The customer must provide the TSAPI client installation software that corresponds to the
AE Services version to be installed on the Integration Service machine. Use the following
procedure to install the TSAPI client.
TIP During TSAPI client installation you may see one or more prompts to
delete required files from the system—click Cancel to prevent the deletion
should these messages appear, and proceed with the installation.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 112
Recorder Configuration
Before you begin the integration process:
1 Ensure that the Recorder has been installed and configured for the enterprise, as
described in the Installation Guide and the Enterprise Manager Configuration and
Administration Guide.
2 Assign the IP or TDM Recorder and/or Integration Service Roles to the recorder
servers as needed:
a. In the Enterprise Manager, click System Management > Settings.
b. Select a recorder from the left-hand pane.
c. Click the Server Roles tab.
d. Select the check box beside the name of the appropriate recording-related role.
e. Click Save.
f. Wait for items in the Configuration Status queue to clear.
g. Restart your system:
i. Select the recorder, then the Settings tab.
ii. Click Launch to start Recorder Manager.
iii. Click Operations > Start and Stop.
iv. Click Reboot.
CTI Adapters
Note that to set up this integration you must create both an Avaya CT Adapter (for
TSAPI) and the Avaya Aura Adapter, both associated with the same data source.
Configure the Avaya Aura Adapter on page 114
Configure the Avaya CT Adapter on page 115
To create an adapter, launch the Recorder Manager and click General Setup >
Integration Service > Settings > Create. Each requires the following settings:
Integration Service Avaya and Avaya NES Integration with Recorder Guide 113
Field Description
Adapter Name Type a unique name for this adapter. Do not use any
special characters or characters that truncate xml. This
field is not case sensitive.
Adapter Type A read-only field that lists the adapter selected above.
Next proceed to the appropriate section below to learn more about the settings specific
to that adapter.
Field Description
CCT Server Host The hostname or IP address of the Avaya CCT server.
The default is server.
CCT Server Port The port on which the CCT server listens. The default is
9085.
CCT Server User Username to log into the CCT server API. The default is
CallRecordUser.
CCT Server Password Password to log into the CCT server API.
CCT Server Domain Domain configured for the CCT server API.
Local Servlet Port A port on the local Integration Service machine on which
to listen for connections from CCT. The default is 8888.
Tagging Only Select this check box to configure this adapter to tag
CTI calls created by an Avaya TSAPI adapter. This is the
only currently supported configuration.
Process Agent Event Select this check box to configure this adapter to
process login/logout and agent state events.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 114
Field Description
Avaya CT Service Id This is the internal identifier by which the Avaya CT Server
is known to the CTI Adapter's server.
Backup Service Id The identifier for a backup service to which the TSAPI
adaptor can connect if the primary connection fails
(optional).
Login Name Type a login name used to access the TSAPI server.
Login Password Click the button beside the Password field and type a
password for the TSAPI server.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 115
Maintenance
Any changes to the extensions that are being recorded, or to the resources being used
to record, may necessitate changes to the data source used by the Avaya Aura adapter.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 116
Troubleshooting
Aura Adapter Will Not Start or Connect
Issue: Avaya Aura Adapter will not stay in the "started" state and the Recorder
Integration Service logs read:
"AvayaAuraAdapter-AACC failed to log in to <http://AuraServer:PortNumber>
and/or
AvayaAuraAdapter-AACC failed sending request and receiving response:
java.net.SocketException: Connection reset
Cause: CCT Web Services are not enabled.
Resolution: Ask the Avaya Engineer to check the CCT Admin application. Under Server
Configuration > CCT Web Services, the Enable CCT Web Services check box must
be selected.
Cause: The port set in the Aura Adapter is not the same as in CCT Admin application.
Resolution: Ask the Avaya Engineer to check the CCT Admin application. Under
Server Configuration > CCT Web Services, verify the Ports box for the correct port
number. Make sure that this port is the same in the CCT Server Port of the Aura Adapter
on Integration.
Cause: Recording is not enabled or a user is not selected in the CCT Admin application.
Resolution: Ask the Avaya Engineer to check the CCT Admin application. Under Server
Configuration > CCT Web Services verify that Enable SIP call Recording is
checked. Make sure a valid user is selected as the Call Recording User Account.
Cause: CCT Web Service constantly disables due to a known Avaya issue.
Resolution: Avaya support recommends following steps to resolve this:
1 Disable TLS security.
2 Make sure that the CCT server name is in DNS.
3 Change domain authentication method to Simple.
Issue: Avaya Aura Adapter will not stay in the "started" state and the Recorder
Integration Service logs contain the following:
Folder<LogInToCCTServerException>
Str<message> = OI Master License is not acquired
Cause: The Avaya Aura is not licensed for CCT Web Services.
Resolution: Ask the Avaya engineer to verify that the system is properly licensed for
CCT Web Services and call recording.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 117
This chapter describes how to install and configure an Avaya Interaction Center (IC)
integration.
Topics
Requirements, page 119
Limitations/Known Issues, page 121
Configuration Checklist, page 122
Configuration, page 124
Maintenance, page 129
Chapter 5 - Avaya Interaction Center Requirements
Requirements
Verint Field Services personnel should confirm with the customer that they have the
correct Switch/CTI configuration. Please refer to Verint Product Central for the latest
information on supported Switch/CTI combinations.
Switch Specifications
PBX Requirements
Avaya Communication Server with TSAPI and Avaya Interaction Center environments
must be installed and configured prior to Recorder setup.
Avaya or customer personnel must configure the Avaya Interaction Center Web Services
and the corresponding Interaction Center Work Flow, so that it will respond to requests
from the Recorder for additional call data (which the Recorder will attach to the call
record). This configuration must occur under the IC Custom Data Web Services tab,
on the same switch used as the data source for the Recorder.
In addition, the customer or Avaya personnel should do the following (refer to the Avaya
documentation for specific instructions):
Create a list of the names of EDU ID attributes that should be tagged to custom
data fields on the call records; this is required for Web Services Work Flow creation.
Add the EDU ID to the UUI field in Avaya TSAPI for each call being recorded by the
Verint recording system. This value is used to query the Avaya IC Web Services for
the attributes to be tagged. The EDU attributes need to be attached to the record
while the audio call is active, otherwise we will not tag it (as we are querying while
recording is going on or at the very end of the call, but not after it).
Download following third-party libraries from one of the mirror sites listed on
http://www.apache.org/dyn/closer.cgi/axis/axis/java/1.4/:
axis.jar
axis-ant.jar
commons-discovery-0.2.jar
commons-logging-1.0.4.jar
jaxrpc.jar
log4j-1.2.8.jar
saaj.jar
wsdl4j-1.5.1.jar
Integration Service Avaya and Avaya NES Integration with Recorder Guide 119
Integration Service Avaya and Avaya NES Integration with Recorder Guide 120
Limitations/Known Issues
There are no known issues at this time.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 121
Configuration Checklist
The site must have the following prior to installation:
the appropriate licensing for recording and for the Integration Service (usage will be
one per agent and one per skill group).
c. IC server IP address
e. Workflow name
Integration Service Avaya and Avaya NES Integration with Recorder Guide 122
Integration Service Avaya and Avaya NES Integration with Recorder Guide 123
Configuration
The integration between the Recorder and Avaya Interaction Center allows for the
tagging of additional custom data to recorded calls (data that exists only in the
Interaction system).
In this integration, as in others, the Recorder connects to Avaya AE Services via TSAPI.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 124
Switch Configuration
Recorder Configuration
Before you begin the integration process:
1 Ensure that the Recorder has been installed and configured for the enterprise, as
described in the Installation Guide and the Enterprise Manager Configuration and
Administration Guide.
2 Assign the IP or TDM Recorder and/or Integration Service Roles to the recorder
servers as needed:
a. In the Enterprise Manager, click System Management > Settings.
b. Select a recorder from the left-hand pane.
c. Click the Server Roles tab.
d. Select the check box beside the name of the appropriate recording-related role.
e. Wait for items in the Configuration Status queue to clear.
f. Click Save.
g. Wait for items in the Configuration Status queue to clear.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 125
CTI Adapters
Note that to set up this integration you must create both an Avaya CT Adapter (for
TSAPI) and the Avaya IC Web Services Adapter, both associated with the same data
source.
Configure the Avaya IC Web Services Adapter on page 127
Configure the Avaya CT Adapter on page 127
To create an adapter, launch the Recorder Manager and click General Setup >
Integration Service > Settings > Create. Each requires the following settings:
Field Description
Adapter Name Type a unique name for this adapter. Do not use any
special characters or characters that truncate xml. This
field is not case sensitive.
Adapter Type A read-only field that lists the adapter selected above.
Next proceed to the appropriate section below to learn more about the settings specific
to that adapter.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 126
Field Description
IC Web Services Port The port of the web service as configured on the IC server. The
default is 9800.
EDU ID String The EDU ID parameter format sent in the request message.
The default is edu_id.
Field Description
Avaya CT Service Id This is the internal identifier by which the Avaya CT Server
is known to the CTI Adapter's server.
Backup Service Id The identifier for a backup service to which the TSAPI
adaptor can connect if the primary connection fails
(optional).
Login Name Type a login name used to access the TSAPI server.
Login Password Click the button beside the Password field and type a
password for the TSAPI server.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 127
Field Description
Advanced Settings
Use this section to add custom settings pertaining to this specific adapter and
integration. To add a custom setting, click Add, enter a key and value, save and then
restart the adapter.
Key ParseUUIAsString
Add this key, with a Value of true, in order to capture
User to User Information (UUI) from Avaya TSAPI events.
You can now use custom data based on this information
(see “CTI Tagging” in the Recorder Configuration and
Administration Guide for more information).
Integration Service Avaya and Avaya NES Integration with Recorder Guide 128
Maintenance
Any changes to the extensions that are being recorded, or to the resources being used
to record, may necessitate changes to the data source used by the Avaya IC adapter.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 129
This chapter describes how to set up an integration between the Recorder and Avaya
NES Meridian Succession, using the Integration Service.
Topics
Requirements, page 131
Limitations/Known Issues, page 133
Configuration Checklist, page 134
Configuration, page 136
Maintenance, page 144
Troubleshooting, page 145
Chapter 6 - Avaya NES Meridian Succession Requirements
Requirements
Verint Field Services personnel should confirm with the customer that they have the
correct Switch/CTI configuration. Please refer to Verint Product Central for the latest
information on supported switch/CTI combinations.
Switch Specifications
Ensure that your environment meets the following requirements before you begin.
ICM
For IP Interception
CS1000, Succession 1000/M, Meridian 1 Avaya Aura Contact Center* with AML
Link
* For Delivery Recording using Symposium with Genesys middleware, configure the CTI
and Delivery Recording using Symposium. Then configure a Genesys adapter in Tagging
Only mode to extract any Genesys UserData to be tagged to the recordings (if required).
Integration Service Avaya and Avaya NES Integration with Recorder Guide 131
Phoneset Requirements
For the Symposium adapter to monitor the DN/Position ID appearances the DNs/Position
IDs must have their AST flag set on the phoneset.
NOTE Only two DNs per phone may be monitored. MARP and MADN are not
supported.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 132
Limitations/Known Issues
Please note the following issues:
If a call is transferred to an unmonitored phone, it won’t be tagged as transferred.
This is due to a lack of a transfer notification from CTI, and the call will not appear
in the associated applications as a transferred call.
Agent free seating requires Meridian Link Services in Meridian environments.
SCCS 5.0 SP5/Symposium Link 5.0 SP5 introduced a bug where Symposium sends
a StatusChange<Retrieved> event on a call that has already ended. This will result
in an extra Contact that starts near when the conference begins and ends when the
conferencing party hangs up. This issue is expected to be fixed in the next SCCS 5.0
SP. This bug is also present in Contact Center 6.0.
For CT Connect integrations, CT Connect/NetMerge 6.0 Device Level Authorization is
not supported.
When integrating Genesys with an Avaya NES Nortel CS1000 switch, Genesys does
not support real-time DN status updates when communicating with the switch over
a Meridian Link connection.
Recording in this integration starts on a ‘ringing’ CTI event (as opposed to a
‘connected’ CTI event as is the case in some other environments.
When an Avaya NES call is picked up, the ANI and DNIS may be transposed, and the
call direction reversed, due to a CTI limitation.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 133
Configuration Checklist
The site must have the following prior to installation:
the appropriate licensing for recording and for the Integration Service (usage will be
one per agent and one per skill group).
d. ACD Queues.
g. For CT Connect:
h. For Genesys:
Integration Service Avaya and Avaya NES Integration with Recorder Guide 134
a. Create a Phone data source for Avaya NES. TDM Trunk or Station
Side, page 138 or
VoIP Interception,
page 138 or
IP Delivery/Duplicate
Media Stream, page 139
Integration Service Avaya and Avaya NES Integration with Recorder Guide 135
Configuration
To configure a deployment with Avaya NES Symposium, first complete the tasks in
Switch Configuration, page 136, for all Avaya NES environments.
Next, refer to one of the following Recorder Configuration, page 137 sections for
recorder configuration instructions, according to the specific type of recording you want
to perform:
TDM Trunk or Station Side on page 138
VoIP Interception on page 138
IP Delivery/Duplicate Media Stream on page 139
Finally, for each of these deployments you must also configure the appropriate adapter
(see CTI Adapters on page 139).
Switch Configuration
Symposium
The Symposium adapter connects to the Symposium Call Center server or Avaya Aura
Contact Center over the LAN using TCP/IP. The Symposium Call Center or Avaya Aura
Contact Center server, in turn, connects to the Avaya NES switch. The Symposium or
Aura server provides the adapter with real-time telephony information from monitored
position IDs, DNs, Controlled DNs, and ACD Queues. Information contained in these
messages is tagged along with the recording.
CT Connect
The CT Connect adapter connects to the CT Connect server over the LAN using TCP/IP
via the CTC Application Programming Interface. The CT Connect server, in turn,
connects to the Avaya NES switch. The CT Connect server provides the adapter with
real-time telephony information from monitored position IDs, DNs, Controlled DNs, and
ACD Queues. Information contained in these messages is tagged along with the
recording.
IMPORTANT Integrations with CT Connect, while still supported, are deprecated. For
the Avaya Definity switch it is recommended that you use TSAPI or DLG
instead. For the Avaya NES Meridian/Succession, Symposium is
recommended.
Genesys
The Genesys adapter connects to the Genesys server over the LAN using TCP/IP via the
T-library SDK. The Genesys server in turn connects to the Avaya NES switch. The
Integration Service Avaya and Avaya NES Integration with Recorder Guide 136
Genesys server provides the adapter with real-time telephony information from
monitored position IDs, DNs, Controlled DNs, and ACD Queues. Information contained in
these messages is tagged along with the recording.
Recorder Configuration
Before you begin the integration process:
1 Ensure that the Recorder has been installed and configured for the enterprise, as
described in the Installation Guide and the Enterprise Manager Configuration and
Administration Guide.
2 Assign the IP or TDM Recorder and/or Integration Service Roles to the Recorder
servers as needed:
a. In the Enterprise Manager, click System Management > Settings.
b. Select a recorder from the left-hand pane.
c. Click the Server Roles tab.
d. Select the check box beside the name of the appropriate recording-related role.
e. Click Save.
f. Wait for items in the Configuration Status queue to clear.
g. Restart your system:
i. Select the recorder, then the Settings tab.
ii. Click Launch to start Recorder Manager.
iii. Click Operations > Start and Stop.
iv. Click Reboot.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 137
VoIP Interception
When using an Avaya NES switch integration in an Aura or Symposium environment, for
a typical VoIP interception deployment, use the following settings:
The Recorder Control Type of the member group of the data source used by the
Symposium adapter has been set to CTI Controlled (Enterprise Manager).
The Recording Mode of the phones of the data source used by the Symposium
adapter has been set to Record, Do Not Record, or Application Controlled
depending on the desired functionality (Enterprise Manager).
The Recording Type of the network interface card used for recording has been set
to Interception (Recorder Manager).
No Configured Protocols of the network interface card have been selected
(Recorder Manager).
Integration Service Avaya and Avaya NES Integration with Recorder Guide 138
NOTE DMS for Avaya NES is supported in Aura and Symposium integrations only.
To set up a Recorder and the Integration Service for Avaya NES DMS recording,
configure the following:
The data source Switch Type must be Avaya NES CS1000/Meridian1/
Succession.
In the Data Source > Member Group screen of Enterprise Manager, set the
Recorder Control Type of the member group of the data source used by the
Symposium adapter to Duplicate Streamed.
In the Data Source > Phones screen of Enterprise Manager, set the Recording
Mode of the phones of the data source used by the Symposium adapter to Record,
Do Not Record, or Application Controlled, depending on the desired
functionality.
In Recorder Manager, in the General Setup > Capture Settings > Cards and
Filters screen, set the Recording Type of the Network Interface Card used for
recording to Active.
The Starting Port and Ending Port fields must also be configured. Use the
following calculation to determine the total User Datagram Protocol (UDP) ports per
Recorder for Delivery solutions that must be made available:
(1.2)(number of licenses)(number of ports required for the integration)
An integration with Avaya DMCC requires 2 ports per license, so:
(1.2)(number of licenses)(2)
will tell you the number of ports you need.
For example, if you have 100 licenses, you will require 240 ports.
IMPORTANT The active network interface card should be the SAME card that is used for
IP communication, and not the network card used for sniffing packets.
In Recorder Manager in the General Setup > Capture Settings > Protocols
screen, no Protocols should be selected.
CTI Adapters
Use the following procedure to create the appropriate adapter for your environment:
Symposium Adapter on page 140
CT Connect on page 136
Genesys Adapter on page 141
Integration Service Avaya and Avaya NES Integration with Recorder Guide 139
To create an adapter, launch the Recorder Manager and click General Setup >
Integration Service > Settings > Create. Each requires the following settings:
Field Description
Adapter Name Type a unique name for this adapter. Do not use any
special characters or characters that truncate xml. This
field is not case sensitive.
Adapter Type A read-only field that lists the adapter selected above.
Next proceed to the appropriate section below to learn more about the settings specific
to that adapter.
Symposium Adapter
Field Description
Application Name Enter a unique name (of 20 characters or less) that will
identify the Integration Service to Symposium server.
Failure to use a unique name will case issues with CTI
links.
Use Customer Number Check this box if you want to use a customer number.
Meridian 1 Machine Required if you select the Use Customer Number check
Name box. This is the Machine ID from the Contact Centre
Server (defaults to SL16).
Meridian 1 Customer Required if you select the Use Customer Number check
Number box. This is the Switch Customer Number from the
Contact Center Server Information Screen.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 140
CT Connect Adapter
Field Description
CTConnect Protocol Defines the type of connection used to connect to the CTI
Adapter host. The network type is closely related to and
must be consistent with the IP address provided. Select one
of the following:
TCP/IP
Windows RPC
Named Pipes
UDP/IP
T-Server Hostname Type the network name of the CTConnect server. This field is
set to server by default.
Link Logical Id The logical identifier for the switch. The identifier must
match the Logical Identifier for the Switch Link, as
configured on the Intel NetMerge CPS (CT Connect) server.
Refer to your Intel NetMerge CPS (CT Connect)
documentation for more information about these fields. This
field is set to link1 by default.
Genesys Adapter
Field Description
T-Server Type the name of the primary Genesys server. The default is
Hostname verint.
T-Server Port Specify the port on which the primary T-Server listens for
connections from the clients. 9001 is the default.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 141
Field Description
Application Name This value is used to identify the Recorder Integration Service
in the Genesys logs. It should be a unique value that describes
the recording system/server. Verint Recording is the default.
Secondary T- Type the name of the secondary Genesys server (set to verint
Server Hostname by default). This field is required if you select the Use
Secondary Server for failover check box. The default is
server2.
Secondary T- Specify the port on which the secondary T-Server listens for
Server Port connections from the clients. 9001 is the default. This field is
required if you select the Use Secondary Server for failover
check box.
Get RTP Genesys will provide RTP information if it used with a Cisco
Information switch or Genesys SIP server. To obtain this information you
must select this check box. The option is not enabled by
default. Only required for CTI Controlled recording.
RTP Password If you have enabled Get RTP Information, type the password
configured in Genesys.
Query devices' Select Query (to always query) or Event Based (to query
In/Out of service upon the occurrence of certain events) to query the In/Out of
status service status of devices. To never query, select Don’t Query.
Tagging Only Enable this option if the adapter is used in addition to any other
call tracking adapters on the same data source and this adapter
is expected to only Tag CTI data for the calls that are tracked
by another adapter.
Process Agent This option will enable the Genesys adapter to process agent
Event state changes, specifically Agent Login and Logout.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 142
Field Description
Event Based After This option will enable the Genesys adapter to stop screen
Call Work recording based on after call work events, specifically Agent
Ready and Logout. Off by default. This feature will only work if
Tagging Only is not selected.
Advanced Deployments
Integration Service Avaya and Avaya NES Integration with Recorder Guide 143
Maintenance
Please note that any changes to the extensions or trunk spans that are being recorded
may necessitate changes to the data source used by the adapter.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 144
Troubleshooting
Failed to Connect to [Server-type] server
Issue: This error message in the adapter log indicates that the adapter is unable to
communicate with the Symposium, Contact Center, CT Connect, or Genesys server.
Cause 1: The adapter is improperly configured in the Recorder Manager.
Resolution: Use Recorder Manager to view the adapter configuration information and
verify that all of the fields related to the CTI server match the information provided by
the customer’s server Administrator.
Cause 2: Network issue between the Integration Service and the Symposium, Contact
Center, CT Connect, or Genesys server.
Resolution: Verify network connectivity between the Integration Service and the CTI
server using the information provided by the customer’s server Administrator.
Cause 3: The Symposium, Contact Center, CT Connect, or Genesys server is not
currently functioning.
Resolution: Have the customer’s server Administrator verify that the CTI server is
operational.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 145
Connect. If this error continues to appear, it may indicate that you have exceeded the
number of monitors allowed by your CT Connect software agreement.
First, locate the CallUpdate message for this call from the Integration Service. This
message will contain the device ID, the IP address of the phone, and the Call ID that will
be used for tracking the rest of the log messages. If an IP address does not appear, this
indicates that the switch may not be configured properly (that is, with IPIE enabled, and
so on.)
Next, locate the following line for the DMS request. The Call ID should be the same as
the Long<Id> that you located above:
[DMSRecordi|0E74|D] 2007/08/21 13:46:03.750 Requesting DMS. Call:Service/1187629870665
Next, locate the StartDuplicateStream command; it should contain the DN for the
device being recorded. After that, you should see the DMS response for the DN in
question. Result=0 means success; on failure the Reason string will include an error
code.
Locate the STARTCALL line. You can match this to the previous messages by looking at
the Call ID and DN.
Next, locate the STARTSTREAM for each of the ports (transmitPort/receivePort from
the StartDuplicateStream). You can use the CALLID to match it to the previous
messages.
If the recorder starts the recording successfully, you should see STARTED. You can use
the Extension and callref to match it to the previous messages.
Finally, you will see a message that the recording is added to the call. You can use the
Call ID to verify that it is for the call you’re tracking.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 146
This chapter covers configuration notes specific to configuration of High Availability (also
referred to as Redundancy) for the Recorder in deployments with Avaya and Avaya NES.
Topics
N+N, page 148
N+M, page 150
Recorder Integration Service Failover from Primary to Secondary, page 159
Fault tolerance, page 163
Redundancy and Acme Packet SBC, page 168
Appendix A - Configure High Availability N+N
N+N
See the Recorder Configuration and Administration Guide for a description of N+N and
the specific scenarios in which it is supported.
NOTE It is only necessary to set a load balancing type for the following scenarios
where specified.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 148
* In this scenario you must ensure that each pair of N Recorders will receive identical
signalling and media. Please see “Supported Environments” in the N+N section of the
Recorder Configuration and Administration Guide for more details.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 149
N+M
The Avaya N+M Recording Solution supports the both N (dedicated) + M (shared) and
N+M All Shared Recorder redundancy models. Note that Recorders configured for
Multiple Registration may only be an N-Dedicated node.
WARNING Again, if shared resources are used, the Recorder Integration Service must not be
collocated with a Recorder hosting dedicated resources (for the signaling service).
This is because the “shared” DMCC resources will ultimately be managed over the
same link as the dedicated ones, which means that failover won’t be possible.
If, on the other hand, you only use dedicated resources (as in N+N), you may
collocate the Recorder Integration Service on the Recorders.
IMPORTANT You may not associate more than one Integration Service to a single data source
(except in a 1+1 redundant configuration, in which the servers are “paired”,
replicating the configuration of the primary to the secondary). So, if you associate
more than one Recorder with a single CTI switch, those recorders must all be
associated with the same primary Integration Service.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 150
NOTE In environments that are N dedicated trunk side (either TDM or SIP trunk)
and M shared (all types), if the dedicated trunk side recorder experiences
issues (indicated by one or more alarms on the Recorder Manager status
page for that recorder), the Integration service will engage the shared
recorder to record a call. The dedicated recorder may still able to record a
call, even though a problem was reported. Therefore, it is possible that
the system will have a duplicate recording of a call, and two sessions will
appear in the portal as having the same attributes and audio. This is
expected behavior.
N (Dedicated) M (Shared)
In N Dedicated + M Shared, N recorders are paired with shared M recorders. These
recorders remain in standby mode until an N recorder fails, at which time an Integration
Service server will instruct an M recorder to take over on that channel or extension.
N (Dedicated) VoIP Recorders: N is the number of VoIP Recorders. The N
(dedicated) units should be deployed with VoIP Delivery via Avaya DMCC with
Service Observe or Multiple Registration and can record audio in either Performance
or Liability Recording Mode.
M (Shared) VoIP Recorders: M is the number of VoIP Recorders available for
redundancy purposes. The M (shared) units should be deployed with VoIP Delivery
via Avaya DMCC with Single-Step Conferencing and will record audio in Application
mode. While the dedicated (N) and shared (M) units use the same DMCC interface
to tap the audio, the M (shared) units are on stand by and are idle. When failover
occurs, the audio is delivered as a result of the Integration Service initiating a single
step conference.
Refer to the Recorder Configuration and Administration Guide for basic instructions on
setting up N+M. When you reach the member group configuration portion, choose
settings for your Avaya environment based on the table below (an example follows):
N Dedicated + M Shared
Type Settings
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N Dedicated + M Shared
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N Dedicated + M Shared
2) Selective
Extension Pool
Add the same
DNs to this
member group,
and associate it
with the
Extension
Recording
Resource above.
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N Dedicated + M Shared
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1 Install the Recorder on two or more servers and assign the appropriate recorder
role to each.
2 Assign the Integration Service role on two servers (these do not need to be on the
same machine as the recorders)—one will act as the primary and one as the
secondary. Remember, the primary Integration Service should not be on an N-
Dedicated Recorder.
3 If you require screen recording, enable the Screen Recorder role. Screen Recording
servers can also be separate from the Integration Servers, and in terms of
redundancy there is no limit on the number you can have in your system.
4 Add the Recorders and Integration Servers to the system.
5 Associate the Recorders with the Primary Integration Service.
6 If you are using a secondary Integration Service, pair the second with the first.
7 Create a phone data source and assign it to the primary Integration Service.
8 Configure member groups and assign them to both Recorders.
9 Create two member groups for each Recorder. The softphone extensions must be
different. The target extensions (those being recorded) should be the same.
a. On the N Recorder, create
i. an Extension Recording Resource member group with a Recorder
Control Type of Service Observe.
ii. a Dedicated Extension Pool. Add all of the DNs you want to record to this
member group, and associate it with the ‘N’ Extension Recording Resource
above.
b. On the M Recorder, create
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Recorders. Refer to the Recorder Configuration and Administration Guide for basic
instructions on setting up N+M. When you reach the member group configuration
portion, choose settings for your Avaya environment based on the following tables:
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VoIP Delivery
Avaya DMCC
Scenarios that can cause failure, and subsequent failover, in Avaya DMCC include:
Loss of an N Service Observe (SO) Recorder (whether due to a software or
hardware issue) will switch all extensions on that recorder over to the M Single Step
Conference (SSC) Recorder.
Notification from the switch that the softphone can't perform SO on the extension to
be recorded.
Multiple calls in a row that are not recorded via the SO (N) Recorder will cause
recording of subsequent calls to be attempted on the SSC (M) Recorder.
If an issue occurs, there is no guaranteed maximum time before failover from Primary to
Secondary Integration Service, but it would be measured in milliseconds.
Failures are tracked on a extension basis. A backup M Recorder can be used to record
extensions from more than one Primary Recorder as long as you have made the
association between them.
You can enable a return of control back to the Primary Integration Service after a failure
using the Enable Return to Primary After Recovery setting in the Integration
Service role. Once the Primary has recovered, the system will direct traffic toward the
Primary server, as long as the load on the Primary and Secondary servers is otherwise
equal. The two systems must be synchronized before the switch happens, and how long
this takes depends on both the nature of the failure, and the calls that are occurring on
the switch.
In the meantime, dedicated DMCC recording would continue independent of the
Integration Service failover. The recordings would be owned by whichever Integration
Service server is in control at the time of the call. Dedicated softphones would attempt
to register against the backup AES, while Selective softphones would be registered by
the Integration Service that was Primary at the time.
Please also not that for DMCC, an AES connection is required for recording. If there is an
AES failure, the system will not record calls until the DMCC link to a backup AES is up
and softphones are registered. Recording made prior to the failure would be kept.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 159
The following list describes failover scenarios which may occur, and the alarms with
which they may be associated. Use this list as a starting point when troubleshooting to
determine possible root causes, but do not treat it as comprehensive. All alarms should
clear when the respective issue has cleared.
Dedicated N IP Capture failure or disconnection from the Primary RIS server.
(Alarm: IS Link to Recorder Down)
Dedicated DMCC adapter link failure or disconnection from the AES. (Alarm:
Adapter Link Down)
Dedicated Service Observe Failure or offline status. (Alarm: Service Observe
Failure)
Dedicated Service Observe Denial from the AES. (Alarm: Service Observe Denial)
Dedicated Soft Phone registration failure. (Alarm: Soft Phone Registration Failure)
Dedicated IP Capture failure to open UDP ports. (Alarm: Insufficient Recording
Resource)
There are other conditions that would result in audio loss without any selective failover.
Some common failures include:
A firewall blocking the delivery of RTP to the dedicated Recorder. (Alarm: Device Not
Recording)
A failure/denial/ rejection on the part of Avaya to deliver RTP to the dedicated
Recorder. (Alarm: Device Not Recording)
Cisco DMS
In the event of Recorder Integration Service failover, it will appear as though recording
of session initiation protocol (SIP) calls continues on the associated Recorder until that
Recorder times out (though no additional data is added). This can occur any time from 5
to 60 seconds after the end of the RTP stream or point of Recorder Integration Service
disconnect from the recorder.
What actually happens to the SIP call depends on the nature of the Recorder Integration
Service failover. If the SIP proxy controlling the call remains up, then the recording will
be unaffected, and only call control shifts to the other Recorder Integration Service.
If the entire Recorder Integration Service goes down, then the Cisco Unified
Communication Manager (CUCM) moves the SIP call to the other Recorder Integration
Service to continue recording (which potentially results in the selection of a different
recorder). Call control still shifts to the other Recorder Integration Service.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 160
VoIP Interception
Recorder fallback behavior will vary in VoIP Interception environments depending on a
number of factors, including whether your solution utilizes a device such as the Radware
Alteon or Corero IDS. The device in this type of environment will attempt to re-route
audio in mid-call in the event of a failure, whereas in an N+M All Shared environment
the Integration Service will select a different, healthy Recorder to record subsequent
calls.
CTI loss in a fallback scenario is determined by the Recorder Fallback Type. For both CTI
Controlled and Recorder Controlled,
in Performance and Liability fallback modes, if CTI is disconnected the Recorder
enters an RTP detection state. Audio recording will continue in a compliance mode,
based on signalling or RTP (i.e. VOX-detected segments will be retained). Screen
recording will not continue.
in Application fallback mode, the loss of CTI means that no audio or screen
recording will occur.
For more information on VoIP Interception please refer to “Gateway Recording” and
“SDMs” in the Technical Overview, and to the appropriate VoIP Interception Deployment
Reference Guide for details, in particular the sections on Redundancy.
Gateway Recording
For implementations involving Collection data sources, please note that when any child
data source loses its CTI link, its parent gateway pool goes into fallback, which affects
all child data sources in the same pool.
TDM
In TDM, in Performance/Liability fallback modes, channels are not stopped upon failover.
If there is no redundant IS and CTI is lost, the Recorder will go into fallback and
continue to record based on that. The Integration Service will not stop any recordings in
progress. When CTI is restored, current recordings will continue to completion in D-
Channel/Vox mode, then the Integration Service will pick up control again on the next
call.
In Application mode, the Recorder will stop recording if the Recorder Integration Service
disconnects.
Dialer
In the event of dialer disconnection, the Integration Service will stop recording and will
close all dialer calls associated with the disconnected dialer. Audio recording of calls that
occur during dialer disconnection will be possible if
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the relevant member group is configured with a Recorder Fallback Type of Always
(Liability), and
VOX segments are detected by the Recorder.
Since, at the time of dialer disconnection, the Integration Service doesn’t have events
from the dialer (such as Call Started/Call Ended), all recorded audio segments for the
dialer’s agent will be grouped into one contact per agent, with multiple segments. The
duration of the contact will be as configured in the Long Call Duration parameter of the
Phone data source.
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Fault tolerance
In general, fault tolerance is achieved by using one or more extra Recorders and not
more than one pair of Integration Services. Having one extra Recorder provides N+1
fault tolerance; adding extra Recorders over and above that allows for more than one
Recorder to fail (N+M).
If the primary Integration Service goes down, the secondary Integration Service will
take mastership and begin softphone registration. Load balancing of subsequent calls
will happen in the same manner as the primary.
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NOTE Stopping the adapter is not the same as adapter failure and may result in
audio loss.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 167
IMPORTANT You must configure the SBC Call Recording Server (CRS) object for the
"+1" recorder as the Secondary Address for the "N" CRS objects.
Please see the VoIP Delivery, VoIP Interception without Top Layer, or VoIP Interception
with Top Layer Deployment Reference Guide for redundancy information specific to your
recording environment.
Load Balancing
Note that the following applies to Acme Session Replication only, and not to SIPREC. (In
SIPREC, the Recorder Integration Service handles the load balancing.)
The capacity of Acme Packet SBC can reach tens of thousands of sessions. This is more
concurrent calls than an individual IP Recorder can process. For this reason you must
configure Acme Packet such that a group of recorders receives even load distribution.
To set up SRR Load Balancing, complete the following tasks, all on the Acme Packet side
(please refer to the Acme Packet SBC documentation for detailed instructions):
Create one Session Agent (each associated with a realm) for every recorder. Each
Session Agent must point to the SIP Trunk IP address on the switch.
Assign a Session Agent Group (SAG) to the Session Agents associated with the
recorders/call recording realms are assigned to a SAG.
Enable Load Balancing for the SAG. Set one of the following Load Balancing options:
Least Busy—recommended to evenly distribute the load when all recorders have
the same capacity.
Proportional—recommended when the recorders have different capacities.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 168
Set up a Realm for each recorder. The Realm definition includes a SIP Interface
(that is, the IP address where the SIP Trunk terminates on the SBC).
Create a CRS for each recorder, and assign the CRSs to a corresponding Realm. The
CRS defines the IP address of the recorder server, identifying for the SBC where it
should send the replicated SIP/RTP traffic.
As the SBC load balances new calls across these Realms, the call recording servers will
get the replicated packets in a load-balanced manner.
To add a third primary CRS to this configuration for inbound calls, add another CRS
object and set its secondary address as the as that of the server used for failover. Add a
realm for this CRS (including its associated SIP Interface and Session Agent). Add the
Session Agent of the new CRS to the SAG, in order to include this CRS in the Load
Balancing group.
NOTE For recording both inbound and outbound calls, you should replicate the
inbound configuration described above on the outbound side of the SBC
(that is, the side that terminates the SIP Trunks from the service
provider). Note that in order to provide load balancing for outbound calls,
multiple SIP Trunks to the service provider are required, one for each CRS.
IMPORTANT If you configure Load Balancing but do not configure Redundancy, a failed
recorder will result in the loss of recordings (that is, calls will not be
redistributed across active reocrders). To ensure that all calls are recorded
as desired, configure Redundancy in addition to Load Balancing.
Integration Service Avaya and Avaya NES Integration with Recorder Guide 169
General Troubleshooting
This chapter describes some general issues that may occur in Avaya integrations.
Topics
Avaya IP Calls in IP Analyzer-controlled Recording Environments, page 171
Short IP Call Segments Not Recorded, page 172
Appendix B - General Troubleshooting Avaya IP Calls in IP Analyzer-controlled Recording Environments
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