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WFO V11.2 Avaya Integration With Recorder Guide

This document is a guide for integrating Avaya products with Verint recorders, detailing supported integrations, recording solutions, and configuration requirements. It includes sections on maintenance, troubleshooting, and licensing, along with specific instructions for various Avaya products. The document is confidential and proprietary to Verint Systems Inc.

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145 views173 pages

WFO V11.2 Avaya Integration With Recorder Guide

This document is a guide for integrating Avaya products with Verint recorders, detailing supported integrations, recording solutions, and configuration requirements. It includes sections on maintenance, troubleshooting, and licensing, along with specific instructions for various Avaya products. The document is confidential and proprietary to Verint Systems Inc.

Uploaded by

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Copyright
© © All Rights Reserved
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Enterprise Intelligence Solutions

Integration Service
Avaya and Avaya NES Integration with
Recorder Guide
Version 11.2

Document Revision 1.07

Confidential and Proprietary Information of Verint Systems Inc.


© 1992–2015 Verint Systems Inc. All Rights Reserved Worldwide.
Confidential and Proprietary Information of Verint Systems Inc.

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Visit our website at www.verint.com/intellectualpropertynotice for updated information on Verint


Intellectual Property.

Document Revision 1.07


Published October 1, 2015
Contents

About This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

1 Avaya and Avaya NES Integration with Recorders . . . . . . . . . . . . . . . . . . . . . . 9


Avaya Products Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Avaya Communication Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Avaya Aura Contact Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Avaya Proactive Contact . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Avaya Interaction Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Avaya NES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Supported Integrations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Supported Recording Solutions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Recording Platform Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
General Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

2 Avaya Communication Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19


Before You Begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Limitations/Known Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Configuration Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
General Licensing Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
DMCC Licensing Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Service Observe/Single Step Conferencing Licensing Requirements . . . . . . . . . . . . . . 28
Multiple Registration Licensing Requirements . . . . . . . . . . . . . . . . . . . . . . . . 28
Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Switch Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Recorder Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
CTI Adapters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Advanced Deployments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Selective Recording with SO and SSC . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
TDM Trunk with fallback to SSC or SO DMCC Recording . . . . . . . . . . . . . . . . . . . 70
Dedicated Recording. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Multiple Registration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
Maintenance. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
General Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Contents

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

3 Avaya Proactive Contact . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89


Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
Limitations/Known Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
Configuration Checklist. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
Switch Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
Recorder Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
CTI Adapters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
Call Flows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99
Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .101
Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
Could Not Connect to the ServiceID . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
SSL Factory Cannot Be Initialized . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
Unable to Connect to the Avaya Dialer . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
Dialer Adapter Restart Delay . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106

4 Avaya Aura Contact Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107


Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
Limitations/Known Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
Licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
Configuration Checklist. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
Switch Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
Recorder Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
CTI Adapters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .116
Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117

5 Avaya Interaction Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118


Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119
Switch Specifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119
Limitations/Known Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121
Configuration Checklist. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122
Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124
Switch Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
Recorder Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
CTI Adapters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126
Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .129

6 Avaya NES Meridian Succession. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130


Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131

Integration Service Avaya and Avaya NES Integration with Recorder Guide 4

Confidential and Proprietary Information of Verint Systems Inc.


Contents

Switch Specifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131


Limitations/Known Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133
Configuration Checklist. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134
Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136
Switch Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136
Recorder Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137
CTI Adapters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139
Advanced Deployments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143
Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .144
Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145

A Configure High Availability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147


N+N . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148
N+N Configuration for Avaya. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148
N+M . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150
N+M Redundancy Configuration for Avaya . . . . . . . . . . . . . . . . . . . . . . . . . 150
N+M Redundancy for Avaya NES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158
Recorder Integration Service Failover from Primary to Secondary . . . . . . . . . . . . . . . . 159
Fault tolerance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .163
Avaya DMCC Selective SO/SSC. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163
Avaya DMCC Dedicated SO/Multiple Registration . . . . . . . . . . . . . . . . . . . . . . 165
Avaya NES DMS. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166
Redundancy and Acme Packet SBC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168

B General Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170


Avaya IP Calls in IP Analyzer-controlled Recording Environments . . . . . . . . . . . . . . . . 171
Short IP Call Segments Not Recorded . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172

Integration Service Avaya and Avaya NES Integration with Recorder Guide 5

Confidential and Proprietary Information of Verint Systems Inc.


Preface

About This Guide

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.

Document Category Document Title

Deployment Reference Deployment Reference Guides

Enterprise Suite Technical Overview

Site Preparation Checklist

Installation & Configuration Report

SR Validator Tool Guide


Preface - About This Guide

Document Category Document Title

Installation Installation Guide

Configuration and Enterprise Suite Framework Administration Guide


Administration

Enterprise Manager Configuration and


Administration Guide

Recorder Configuration and Administration Guide

Additional Guides Avaya and Avaya NES Integration with Recorder


Guide

Documentation Feedback
We strive to produce the highest quality documentation products and welcome your
feedback. If you have comments or suggestions about our guides or online help, you can
email us. Please include the following information with your feedback:
 Product name and version number
 Name of online help or guide
 Topic name and page number (if applicable)
 Brief description of content
 Your suggestion for correcting or improving the documentation
Please send your messages to [email protected].
The email address is only for documentation feedback. If you have a technical question,
please contact Technical Support.

Technical Support
Our goal at Verint Systems is to provide you with the best products backed by a high-
quality support network with a variety of resource options. Verint Systems Technical
Support services include email and telephone support.
To learn more about the support options that best suit your needs, visit us at
verint.com/EISsupport.

Verint University
In addition to documentation, online Help, and support services, Verint Systems also
offers both classroom-based and online learning alternatives to suit your specific needs.

Integration Service Avaya and Avaya NES Integration with Recorder Guide 7

Confidential and Proprietary Information of Verint Systems Inc.


Preface - About This Guide

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

Confidential and Proprietary Information of Verint Systems Inc.


Chapter 1

Avaya and Avaya NES


Integration with Recorders

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

Avaya Products Overview


This guide covers integrations with various Avaya components, including:
 Avaya Communication Manager on page 10
 Avaya Aura Application Enablement Services on page 10
 Avaya Device, Media and Call Control on page 11
 Avaya DEFINITY LAN Gateway on page 11
 Avaya Computer Telephony Server on page 11
 Avaya Adjunct Switch Application Interface on page 11
 Avaya Aura Contact Center on page 11
 Avaya Proactive Contact on page 12
 Avaya Interaction Center on page 12

Avaya Communication Manager


Avaya Aura Communication Manager software is the open and extensible IP Telephony
foundation on which Avaya delivers Intelligent Communications to both large and small
enterprises. Communication Manager can scale from less than 100 users to as many as
36,000 users on a single system, and to more than one million users on a single
network.
Communication Manager is an important component of the Avaya Aura next generation
architecture, which consolidates several previously separate products and new
components into a single package that makes it easier to buy everything an enterprise
needs for Unified Communications. Communication Manager software is part of the
Avaya Aura Standard Edition and Enterprise Edition packages, which bring together all
the functionality needed for common customer situations with a simple per user
licensing fee.
Designed to run on a variety of Linux-based media servers, Communication Manager
provides centralized call control for a resilient, distributed network of media gateways
and a wide range of analog, digital, and IP-based communication devices. It also has
several advanced applications built-in, including mobility applications, call center
features, advanced conference calling, and E911 capabilities.
Communication Manager creates a foundation for building complete enterprise
communication networks by supporting SIP, H.323 and other industry-standard
communications protocols over a variety of different networks. This protocol support
provides centralized voice mail, attendant operations, and call centers across multiple
locations.

Avaya Aura Application Enablement Services


Avaya Aura® Application Enablement (AE) Services integrates with Avaya Communication
Manager, Proactive Contact, and Interaction Center. It is a server-based software solution

Integration Service Avaya and Avaya NES Integration with Recorder Guide 10

Confidential and Proprietary Information of Verint Systems Inc.


Chapter 1 - Avaya and Avaya NES Integration with Recorders Avaya Device, Media and Call Control

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]).

Avaya Device, Media and Call Control


Avaya Device, Media and Call Control (DMCC, previously termed CMAPI or
Communication Manager API), is a software connector that provides a programming
interface for device and media control on the Avaya Communication Manager switch.
The switch is VoIP enabled via hardware that includes Media Processors, and CLAN cards
or Processor Ethernet boards for VoIP signaling.

Avaya DEFINITY LAN Gateway


The Avaya DEFINITY® LAN Gateway (DLG) is a CTI link that supports connections for
the communications channel between Avaya Communication Manager and AE Services.

Avaya Computer Telephony Server


The Avaya Computer Telephony (CT) adapter in the Recorder Integration Service
connects to the Avaya CT server over the LAN using TCP/IP via the Telephony Services
Application Programming Interface (TSAPI) SDK. The Avaya CT server in turn connects
to the Avaya switch. The Avaya CT server provides the adapter with real-time telephony
information from monitored extensions, hunt groups, and Vector Directory Numbers
(VDNs). Information contained in these messages is tagged along with the recording.
In contemporary environments, the Avaya CT server has been superseded by the TSAPI
service running on AE Services.

Avaya Adjunct Switch Application Interface


The Avaya Adjunct Switch Application Interface (ASAI) is an API that both the DLG and
CVLAN use to connect to the Avaya Communication Manager.

Avaya Aura Contact Center


Avaya Aura Contact Center (AACC) is Avaya's next generation contact center solution,
helping mid-sized enterprises manage their customers' experiences by providing
multimedia routing, workforce optimization and outbound self-service. Avaya Aura
Contact Center is SIP-based multimedia routing software that connects customers and
their information to the right agent or expert via voice, video, email, Web chat, SMS and
IM. Avaya Aura Contact Center's underlying communications infrastructure can be
provided by Avaya Aura® Midsize Business Template (MBT) or Avaya Communication
Server 1000.

Integration Service Avaya and Avaya NES Integration with Recorder Guide 11

Confidential and Proprietary Information of Verint Systems Inc.


Chapter 1 - Avaya and Avaya NES Integration with Recorders Avaya Proactive Contact

Avaya Proactive Contact


The Avaya PDS adapter in the Recorder Integration Service connects to the Avaya
Proactive Contact (APC) server over the LAN using TCP/IP via the Telephony Services
Application Programming Interface (TSAPI) SDK. 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, primarily for outbound dialer calls. Information contained in these messages
is tagged along with the recording.
Note that while this guide 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.

Avaya Interaction Center


Avaya Interaction Center (AIC) is a contact management platform that manages
interactions across multiple communication channels, including voice, email, and web,
and matches the right agent with the right information.
The AIC software runs on a Windows platform and as a standalone server. The
communication between the AIC and PBX is done through CVLAN link. AIC, like many
other middleware, can be connected to other PBX vendors.

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

Confidential and Proprietary Information of Verint Systems Inc.


Chapter 1 - Avaya and Avaya NES Integration with Recorders Supported Integrations

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.

NOTE Trunk Delivery E1 LS recording supports only selective recording with


service observe, and is supported only on ISDN Trunks (AiLogix DT boards
only).

Avaya

Switch/CTI Trunk- Station/ CTI- Recorder- Delivery SIP Trunk Tagging


Side TDM Extension- controlled controlled Record- Only
Side TDM IP IP ing*

Avaya DEFINITY via     


Avaya DLG

Avaya DEFINITY via     


Avaya CT (TSAPI)

Avaya DEFINITY via      


Genesys

Avaya DEFINITY via  


CT Connect

Avaya DEFINITY via    


Cisco ICM

Avaya DEFINITY     
with ASAI via
CVLAN

Avaya Proactive    
Contact**

Avaya Aura Contact 


Center

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

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Chapter 1 - Avaya and Avaya NES Integration with Recorders Avaya NES

addition, Avaya Proactive Contact supports Nailed Up Trunks for Dialers.

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

Switch/ Trunk Station/ Recorde CTI- Delivery SIP Tagging


CTI -Side Extension r controll Trunk Only
TDM - Side Controll ed IP Recordin
TDM ed IP g

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).

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Chapter 1 - Avaya and Avaya NES Integration with Recorders Supported Recording Solutions

Supported Recording Solutions


The following table describes recording solutions supported for Avaya Integrations. For
additional information on recording solutions, refer to the relevant Recording
Deployment Reference Guides.

Recording Description and Documentation


Solution

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 The recording solution intercepts (monitors or "sniffs") the contact


Interception center's VoIP traffic and records the IP packets of interesting calls,
based on rules. See the Recorder VoIP Interception 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.

RFC 2003 RFC 2003 is a method of encapsulation that allows the


Interception encapsulation of an IP datagram within another IP datagram. RFC
2003 Interception is the Verint Recording mode that supports the
recording of Acme Packet SBC-replicated traffic.

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Chapter 1 - Avaya and Avaya NES Integration with Recorders Supported Recording Solutions

NOTE The Avaya silence suppression feature is supported for the following
solutions:
 VoIP Interception (Avaya H.323)
 VoIP Delivery

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Chapter 1 - Avaya and Avaya NES Integration with Recorders Recording Platform Components

Recording Platform Components


The following server roles are applicable to this integration (a Recorder role and a
Recording Integration Service Role are required):
 Recording Integration Service—acts as the interface between the recording system
and output from the switch and other data sources. The Integration Service
processes events from the server interfaces, detects state or data changes, and
passes them along to other subsystems. It can capture CTI event streams to file for
later playback and viewing, and holds agent state, device state, call state, and data
associated with all known devices and calls.
 TDM Recorder—used to record TDM audio.
 IP Recorder—used to record audio from IP data sources, such as switches and IP
gateways. The system supports two types of IP recording: Gateway and Extension-
Side.
 Screen Recorder—used to record screens (optional).
See the Enterprise Suite Framework Administration Guide (Recording and Integration
Server role sections) for more information on the server roles.

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Chapter 1 - Avaya and Avaya NES Integration with Recorders General Considerations

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.

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Chapter 2

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

Before You Begin


There are a few things to be aware of in any Communication Manager environment:
 Call Observers—In this release, the Recorder Integration Service tracks
connections on a call in such a way that the supervisor is not interpreted as a
tracked party/connection on the call. The specific adapters that track call observers
are TSAPI and Genesys (SDK and T-Lib). Parties marked as observers (the
supervisor in this case) are now ignored — if the party's role changes in the midst of
a call, the tracking will account for this.
 Selective vs. Compliance Recording in Delivery—Selective delivery
environments are not suitable for customers who need recording for compliance
purposes. SSC and selective SO (which may be used in delivery) in particular are
sensitive to failures, unlike interception and full SO, which are more stable.
 Event Minimization setting—The Avaya Event Minimization setting must be set to
n for the ASAI link. See “Switch Configuration” on page 29 for more details.

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Chapter 2 - Avaya Communication Manager 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

Specification Requirement

Switch Name & Model Definity ECS G3i, G3r, and G3si (Prologize), S8700,
S8300

Switch Interface Type Must have one of the following:


 DLG link (for AES systems)
 Co-Resident DLG (for non-AES systems)
 LAN Gateway Assembly (obsolete, use AES if
possible)
 MAPD Assembly with Ethernet Interface
(obsolete, use AES if possible)

CTI Middleware Any of the following:


 Genesys T-Server SDK (Genesys also requires
an ASAI link, please refer to the Genesys T-
Server documentation for interface
requirements).
 TSAPI:
- CentreVu
- Avaya CT
- AES
 CT Connect version, with AES
 Cisco ICM, with AES
 ASAI via CVLAN/DLG, with AES

SIP Gateway Recording For SIP Trunk Interception, Session Replication


Recording and Session Initiation Protocol Recording
(SIPREC), you require the Acme Packet Session
Border Controller (SBC) 3810/3820 or 4250/4500
series.

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.

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Chapter 2 - Avaya Communication Manager Limitations/Known Issues

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.

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Chapter 2 - Avaya Communication Manager Limitations/Known Issues

 Supervisor calls made using Service Observe are not recorded.


 In Service Observe, in a blind conference call, portions of the call will not be
recorded when one of the parties is in a ringing state.
The following apply only to SIP Trunk Recording in Interception environments.
 IP Analyzer does not support RFC 2003 interception, therefore this release does not
support integration with Acme Packet SBC through IP Analyzer.
 Each Recorder configured for Acme Packet SIP Trunk Recording
 must be dedicated exclusively to the Acme Packet SIP calls. These Recorders
cannot be configured to do additional IP Interception or IP Delivery Recording
(however, you may perform TDM or Screen Recording on the same server).
 must be dedicated to calls from a single Avaya Communication Manager. If calls
associated with several different AES are required, then at least one recorder per
Avaya Communication Manager is required.
 In Gateway Correlation environments, a Correlation Key (which can be specified
within a data source member group but is typically provided internally by the
Integration Service) is used to establish an association between a recording and its
CTI attributes. The IP Extension Status screen in Recorder Manager will only display
calls that are already correlated, and not active calls with VOX-only recordings.

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Chapter 2 - Avaya Communication Manager Configuration Checklist

Configuration Checklist
Before you begin the configuration process, ensure that you have the information listed
in section 2 of the following table.

IMPORTANT Additional requirements specific to Avaya DMCC can be found in VoIP


Delivery, page 39.

Done? Task More Information

 1 Ensure all licensing requirements are met. Licensing, page 27

 2 Obtain all required information from the customer and


validate site configuration.

 a. Avaya Communication Manager switch configuration

 i. Validate Communication Manager switch Switch Configuration,


configuration. page 29 and Switch
Features, page 29

 ii. For free seating, obtain Hunt Groups, page 30


- a list of all hunt groups on the switch. (These
can be obtained by getting the switch
administrator to run a ‘list hunt-group’ report.)
or
- a master hunt group that can be monitored
 iii. List of softphones used for recording. (Not Softphone
required for Multiple Registration.) Configuration on
page 46

 iv. List of extensions to record.

 v. For Trunk-Side TDM only, a list of trunk spans to


be recorded.

 b. DMCC Configuration only

 i. List of agent IDs for the agents to be recorded.

 ii. Encryption of DMCC link. DMCC Configuration,


page 31

 iii. Switch Connection Name. DMCC Configuration,


page 31

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Chapter 2 - Avaya Communication Manager Configuration Checklist

Done? Task More Information

 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.)

 v. If you are using Service Observe, validate both of Softphone


the following: Configuration, page 46
- The softphone must have a COR which allows
Service Observed (‘Can Be A Service
Observer’)
and
- The phones to be recorded must have a COR
which allows them to be Service Observed
(‘Can Be Service Observed’).

 vi. Softphones used for recording must: Softphone


- either all have the same passcode, or the Configuration, page 46
passcode needs to be the same as the
extension. Alternatively, you may use a feature
access code (FAC).
- for VoIP Delivery environments, must be 4624
phones with a Service Observe button. The
number of softphones must be equal to the
number of correlated stations when performing
dedicated DMCC.
- be defined as IP softphones.
 vii. The numeric security code the Recorder must use Softphone
to register softphones with the Communication Configuration, page 46
Manager.

 viii.Obtain/validate codec information. Configure Recording for


VoIP or TDM Delivery
with Avaya DMCC,
page 50

 c. AES Configuration AES Configuration,


page 31

 i. An existing AES server or equivalent for the AES Configuration,


specific CTI link in use. page 31

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Chapter 2 - Avaya Communication Manager Configuration Checklist

Done? Task More Information

 ii. For TSAPI, DLG or CVLAN the appropriate DLG Configuration,


information. page 31 or
For Avaya CT TSAPI only, this includes the Avaya CVLAN Configuration,
CT Service Id (identifier of the link on Avaya CT page 31 or
Server), the login name and password used to TSAPI Configuration,
identify this server, and an exported trunk page 32
configuration that can be used to validate the
trunk members and map channels to the tapped
trunks.

 3 Configure the Recorder and Integration Service via


Enterprise Manager and Recorder Manager.

 a. Create a Phone data source for Avaya. Recorder Configuration


and Administration
Guide

 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

 4 Configure one or more CTI adapters. CTI Adapters, page 58

 5 For advanced deployments (including Multiple Advanced Deployments,


Registration and Redundancy scenarios), complete any page 69
additional configuration.

 6 Place a test call to an extension that is set to Record


(either because of an extension recording mode or
Business Rule).

 a. If the call is not recorded or can’t be replayed, Troubleshooting,


troubleshoot. page 75

 7 Configure Screen Recording (if required). Recorder Configuration


and Administration
Guide

 8 Configure Redundant Recorder Integration Services (if Configure High


required). Availability, page 147

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Chapter 2 - Avaya Communication Manager Licensing

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.

DMCC Licensing Requirements


In addition to the general licensing requirements described above, Avaya DMCC
environments require the following licenses:
 One of the following:
 Avaya AES DMCC_DMC License: The DMCC license is enforced by the AES and
not by the Communication Manager. A DMCC_DMC license is required for each
registered softphone or virtual extension.
or
 AVAYA IP_API_A License: An AVAYA IP_API_A license is enforced by the Avaya
Communication Manager. The IP_API_A license is an alternative legacy license
for softphone registration (required for each softphone if used).
In N+M redundancy configurations, note that, assuming connection into a single AES,
 N-Dedicated + M-Shared DMCC licenses must equal the number of extensions to be
recorded + the number of shared channels for redundancy.
 N + M All Shared DMCC licenses must equal the number of simultaneous recording
channels needed.
The DMCC license is applicable from AES version 4.1 and higher and is enforced by the
AES when Communication Manager version 5.1 or higher is deployed. In addition,
confirm with the Avaya-certified engineer the following:
 Avaya AES Services is version 4.2.2 or higher.
 There are available DMCC_DMC licenses on the AES Services.
 The device registration method employs the Register Terminal Service.
 A switch connection is provisioned between the AES Services and the
Communication Manager for the device undergoing registration.
 The switch connection link allows the AES Services to inform the Communication
Manager that a DMCC_DMC license has been allocated.
 The DeviceID specified in the RegisterTerminalRequest must include a switch
name identical to the name of the switch connection link. Ensure an Avaya-
certified engineer performs the verification using the AES web interface. The
Name or IP Address must match the CLAN or Ethernet Processor IP address
configured in the Recorder.

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Chapter 2 - Avaya Communication Manager Service Observe/Single Step Conferencing Licensing Requirements

Service Observe/Single Step Conferencing Licensing


Requirements
The requirements specific to Service Observe and Single Step Conferencing are covered
in the DMCC section above. To summarize:
 An Avaya Communication Manager basic AES CTI license for each monitored device
or hunt group.
 A Basic TSAPI license for each monitored device or hunt group configured in the
device list.
 A TSAPI license for each single step conferencing softphone used for recording.

NOTE For Single Step Conferencing all softphones are monitored. For Service
Observe, softphones are not monitored.

Multiple Registration Licensing Requirements


Multiple registrations of softphones are used by the recording system for some DMCC
VoIP delivery recording scenarios.
The requirements for Multiple Registration are the same as those described for DMCC,
above. In addition, Multiple registration requires AE Services 4.1 and Avaya
Communication Manager 5.0 or higher. AE Services itself must be configured with
monitored devices as softphone-enabled.

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.

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Chapter 2 - Avaya Communication Manager Configuration

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.

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Chapter 2 - Avaya Communication Manager ASAI Link

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:

list hunt-group Page 2

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

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Chapter 2 - Avaya Communication Manager AES Configuration

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.

Install the TSAPI Client


If using the CT TSAPI adapter, 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:
1 On the Recorder, stop the WATCHDOG service.
2 Stop all services that begin with ‘Recorder’ except the Recorder Tomcat. Do not stop
the Recorder Tomcat service.
3 Install the TSAPI client.
a. On the Welcome screen, click Next.
b. In the Telephony Services Setup Options dialog box, make any site-specific
changes and then click Next.
c. In the TCP/IP Name Server Configuration dialog box, type the hostname of the
Avaya CT server (last part of Avaya CT Service ID) and click Next.
d. The installation process will copy files onto the machine
Note: If prompted to overwrite the LIBEAY32.DLL and SSLEAY.DLL files,
including the SYSTEM32 folder, do not overwrite the files.
e. The install will display a dialog box indicating that setup is complete. Click OK to
exit the installation.

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Chapter 2 - Avaya Communication Manager Service Observe

The TSAPI client installation is now complete.

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.

Configure SIP Trunks as Shared


If you are using SIP recording, you must configure the SIP trunks as shared on the
Avaya side. Proceed to the next section for SBC configuration requirements.

Acme Packet SBC Configuration


There are two aspects to Acme SBC Configuration in this environment.

Enable UCID Generation

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.

Allow Alerts for No Packets Received


This applies to SIP Session Replication only. The Verint Recorder emits a "No Packets
Received” alarm in order to alert Recorder Administrators that there is an issue in the
network. In order for this alarm to be effective, the Recorder must always receive traffic
on the RFC 2003 Interface. The recommended way to achieve this is to enable a SIP
OPTIONS ping-method between the SBC and its far-end SIP trunk for the realms that
are assigned to call-recording-servers. You can configure this in the session-agent
record in the SBC configuration. The ping-method must be set to OPTIONS, and
ping-interval must be less than 30 (15 is recommended).

Example
acmesystem(session-agent)# show
session-agent

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Chapter 2 - Avaya Communication Manager Recorder Configuration

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.

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Chapter 2 - Avaya Communication Manager TDM Trunk

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.

NOTE Please see the Recorder Trunk-Side Interception Deployment Reference


Guide for more information.

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Chapter 2 - Avaya Communication Manager TDM Station

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

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Chapter 2 - Avaya Communication Manager VoIP Interception

environment. Switch-side (infrastructure) recording is accomplished by spanning the


traffic on the station side of the switch. Station-side recording is accomplished by
spanning the data switch that the agent phones are on.
Both switch-side (infrastructure) and station-side network deployment locations are
supported for Recorder integrations with Avaya.

Recorder Integration Service

NOTE Please see the Recorder VoIP Interception Deployment Reference Guide
for more information.

Call and Media Control Messages


An H.225/H.323 FACILITY message with OpenLogicalChannel parameters from the
Avaya CLAN to the Avaya phone contains the Agent stream involved in the call (including
IP address and port information). It also indicates when this stream starts and stops.
The Agent stream will be considered a:
 start stream (start call) if it has non-empty Forward or Reverse Logical Channel
parameters. A media channel parameter provides the RTP stream, and a media
channel control parameter provides the RTCP stream.
 stop stream (end call) if it has empty Forward or Reverse Logical Channel
parameters.
The Recorder's Avaya H.323 protocol handler adds a reverse stream for the customer's
audio.

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Chapter 2 - Avaya Communication Manager VoIP Interception

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.)

Recorder Configuration for IP Recording


When using an Avaya switch integration in a typical recorder-controlled IP deployment,
use the following settings:
 The Recorder Control Type of the member group of the data source is set to
Recorder Controlled (Enterprise Manager).
 The Recording Mode of the phones of the data source used by the Avaya DLG
adapter is set to Record (Enterprise Manager).
 The Recording Type of the network interface card used for recording is set to
Interception (Recorder Manager).
 The Protocol of the network interface card used for recording is set to H323
(Recorder Manager).

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).

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Chapter 2 - Avaya Communication Manager VoIP Interception

Applicable only to the IP Recorder.

Fallback Recording/Configure the Recorder to Obtain Extension without H.323


Signaling
When the Recorder is configured in the manner described below, the use of IP Analyzer
to record remote traffic is not mandatory, as RTP and RTCP will flow together to the
same Recorder, and the extension can be extracted from RTCP.
To allow the Recorder to obtain the extension in Avaya environments without requiring
presence of H.323 signaling, do the following:
1 Enable RTP detection. In Recorder Manager, click General Setup > Capture
Settings > IP Recording. Under RTP Detection, set Detect RTP to Always.
2 Enable H.323. In Recorder Manager, click General Setup > Capture Settings >
Protocols. Select the H.323 Protocol.
3 Configure extension to IP mapping:
a. Persist the received IP mapping into the mapping file. In Recorder Manager, click
General Setup > Capture Settings > IP Recording. Under Extension to IP
Mapping, select the Persist Dynamic Mapping check box.
b. Allow the mapping to be read from the file. In Recorder Manager, click General
Setup > Capture Settings > IP Recording. Under Extension to IP Mapping
select the Static Mapping check box.
c. Configure all Medpro card IPs as H.323 proxies, to avoid Recorder processing
RTCP streams from Medpro cards (which will carry an invalid extension). In the
IPCaptureConfig.xml file, add a section similar to the following, with a
ProxyIPAddress line for each actual proxy IP address.
<x:H323>

<x:ProxyIPAddresses>
<x:ProxyIPAddress>192.168.0.199</x:ProxyIPAddress>
<x:ProxyIPAddress>10.250.5.154</x:ProxyIPAddress>
</x:ProxyIPAddresses>

</x:H323>

NOTE RTCP is assumed to be on the port stipulated for RTP + 1.

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.

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Chapter 2 - Avaya Communication Manager VoIP Delivery

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.

Recorder Integration Service

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Chapter 2 - Avaya Communication Manager VoIP Delivery

NOTE Please see the Recorder VoIP Delivery Deployment Reference Guide for
more information.

Service Observe vs. Single Step Conference


In VoIP Delivery with Avaya DMCC you may choose to use Service Observe or Single
Step Conferencing. Both can be used to record calls against any type of target extension
that is managed by Communication Manager and can be monitored.
Both Service Observe and Single Step Conference are types of selective recording, in
which specific extensions are recorded. Whenever a new association is made to record a
call, there may be a short delay (on the order of milliseconds) and a potential loss of
audio as that association completes. Single Step Conferencing forms new associations
per call, while Service Observe forms new associations as needed.
In both Service Observe or Single Step Conferencing, you may also specify that
individual calls be directed a recorder based on specific call data (for example, the call’s
trunk group). See Configure Recording for VoIP or TDM Delivery with Avaya DMCC on
page 50.

Service Observe allows a specified user, such as a supervisor, to observe or monitor


another user’s call while it’s in progress. The Recorder will analyze call control messages
and then use the Service Observe functionality of the switch to record the call.
In Service Observe,
 The Integration Service uses the AES DMCC service to register itself as a standalone
recording device (against the extension, which has been provisioned on
Communication Manager for call recording).
 The Service Observe feature is provisioned and activated on the device, so that
when the target extension joins a call, the recording device is automatically added
to the call.
 The Recorder receives the call’s aggregated RTP media stream via the recording
device and records the call controlled by the Integration Service.
In Avaya Communication Manager version 4 and above, two Service Observes are
allowed on any given device. In addition, in a specific call only one device can be Service
Observed. This means that if there are two extensions in a call, only one extension can
be Service Observed, although the device can be Observed twice. Other Observed
extensions in this call will not receive audio from the Service Observe. In Avaya
Communication Manager version 3 and below, only one Service Observe per device is
supported.
Service Observing does not change the display on the physical phonesets or IP
softphones at the extensions involved in a call. Participants will be unaware that a call is
being recorded unless the application explicitly sends a notification tone on the
recording device’s talkpath. (The Recorder does not issue a recording tone.)

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Chapter 2 - Avaya Communication Manager VoIP Delivery

Service Observe Flow


For Service Observe, the sequence of events is as follows:
1 The Recorder sends a request to the Avaya AES Server to register the AES Server’s
virtual extensions (softphones).
2 The Recorder then sends a request to the Avaya AES Server to perform Service
Observe on each softphone/configured extension.
3 During a call, audio is sent directly from the Avaya Communication Manager switch
to the Recorder.
4 The call events (for example, start and stop events) are sent from the Avaya AES
Server to the Recorder and to the Integration Service.

Single step conferencing is used to add participants to an in-progress call. This is


specifically based on the CTI adapter used (DLG, CVLAN, TSAPI and all Genesys support
Single Step Conferencing). In Single Step Conferencing,
 The Integration Service uses the AES DMCC service to register a pool of standalone
recording devices (against the extension, which has been provisioned on
Communication Manager for call recording).
 The Integration Service monitors target extensions for call events on the CTI
adapter. Whenever an extension joins a call, an Established Call event occurs, which
triggers the Integration Service to use the Single Step Conferencing method to add
a recording device to the call.
 The Recorder receives the call’s aggregated RTP media stream via the recording
device, and records the call controlled by the Integration Service.
 The Integration Service manages any pooled recording devices.

Single Step Conferencing Flow


1 The master Recorder Integration Service controls the SSC softphone resources for
recording.
2 Upon gaining mastership, the Recorder Integration Service registers the media
endpoints for all the softphone resources across the pool of associated (“M”, shared)
Recorders.
3 When a call is established for the extension, the Integration Service chooses the
best available softphone based upon Recorder error priority.
4 The Recorder Integration Service sends a request to the Avaya AES which will
ultimately initiate a one-step SSC call between the chosen DMCC softphone and the
agent extension.
5 On receiving the request, the Avaya AES attempts to conference the softphone onto
the specified call.
6 The Recorder Integration Service holding the softphone is notified of the call and
signals the M Recorder to start recording a specific RTP stream. Avaya also starts
streaming the audio to the designated M Recorder.

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Chapter 2 - Avaya Communication Manager VoIP Delivery

The following table compares several aspects of the Service Observe and Single Step
Conferencing features.

Feature Service Observe Single Step


Conferencing

Maximum number of 6 minus the number of 6 minus the number of


active participants in a recording devices (the recording devices (the
recorded call recording device is recording device is
considered a participant in considered a participant in
the call). The maximum is the call). The maximum is
5 with one recording 5 with one recording
device. device.

Allows notification Yes Yes


message to be played to
participants

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

Additional Media 1 per recording device 1 per recording device


Processors consumed

Association between target Typically one-to-one, but Typically many-to-one (or


device and recording can be many-to-one one-to-many)
device

Supported types of All All


extensions

Records whole call or Target extension Whole call, starting when


target extension participation only the target extension
participation only joins

Maximum number of Two in Communication Six minus the number of


recording devices in a call Manager version 4.0 and active participants, i.e. the
higher, one in earlier absolute maximum is four,
releases. in a two-party call.

Supports highly available No Yes (but at the expense of


call recording available active party slots
in calls)

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Chapter 2 - Avaya Communication Manager VoIP Delivery

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.

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Chapter 2 - Avaya Communication Manager Configure VoIP Delivery

Multiple Registration Flow

For Multiple Registration, the sequence of events is as follows:


1 The Dedicated Recorder sends a request to the Avaya AES Server to register each
configured Multiple Registration extensions.
2 During a call, audio is sent directly from the Avaya Communication Manager switch
to the Dedicated Recorder.
3 The call events (for example, start and stop events) are sent from the Avaya AES
Server to the Integration Service.

Configure VoIP Delivery


The following sections cover VoIP Delivery configuration end-to-end (you should already
have completed DMCC Configuration on page 31 as part of Switch Configuration on
page 29):
 Requirements
 Avaya DMCC Requirements, page 44
 Service Observe/Single Step Conference Requirements, page 46
 Multiple Registration Requirements, page 48
 Avaya Configuration
 Service Observe Configuration, page 46
 Softphone Configuration, page 46
 Recorder Configuration
 Configure Recording for VoIP or TDM Delivery with Avaya DMCC, page 50
 Avaya DMCC Adapter, page 58
 Multiple Registration Configuration (N-Dedicated DMCC Recording), page 49

Avaya DMCC Requirements

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

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Chapter 2 - Avaya Communication Manager Configure VoIP Delivery

The number of ports per license required for Avaya DMCC VoIP Delivery is 4. So,

number of licenses x 4 x 1.2 = total ports

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.

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Chapter 2 - Avaya Communication Manager Configure VoIP Delivery

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).

Service Observe/Single Step Conference Requirements

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.

Service Observe Configuration


This following procedure is required only for Service Observe.
1 Run the following command:
display system-parameters customer-options
2 On page 4, verify that Enhanced Conferencing is set to y.
3 On page 6, verify that Service Observing Basic and Service Observing
Remote/By FAC are set to y.

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.

NOTE Softphone configuration does not apply to Multiple Registration.

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Chapter 2 - Avaya Communication Manager Configure VoIP Delivery

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.

WARNING Since a station can only be service observed once (Communication


Manager 3.x) or twice (Communication Manager 4.x and above), it is
important that you disable, through the use of appropriate CoRs, the
ability of anyone else to service observe those stations that must be
recorded at all times.

6 In the IP Softphone field, type y.


7 Set the Display Language to english.
8 On page 2, set IP-IP Audio Connections and IP Audio Hairpinning to n.
9 When using Service Observe or Single Step Conference, on page 4, assign the
following feature buttons in addition to the three default call appearances:
a. Clear the call-appr setting from Button 3.

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b. For button 4, assign conf-dsp.


c. For Service observe, for button 5 assign serv-obsrv.
10 To use a feature access code (feature-access-codes), set a value for Service
Observing No Talk Access Code.

display station 3533 Page 1 of 6


STATION

Extension: 3533 Lock Messages? n BCC: 0


Type: 4624 Security Code: * TN: 1
Port: S00986 Coverage Path 1: COR: 1
Name: DMCC Team Ireland Coverage Path 2: COS: 1
Hunt-to Station:
STATION OPTIONS
Time of Day Lock Table:
Loss Group: 19 Personalized Ringing Pattern: 1
Message Lamp Ext: 3533
Speakerphone: 2-way Mute Button Enabled? y
Display Language: english
Survivable GK Node Name:
Survivable COR: internal Media Complex Ext:
Survivable Trunk Dest? y IP SoftPhone? y

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:

Multiple Registration Requirements


Note that only softphone-enabled IP and DCP phones with an enabled speakerphone can
be recorded using multiple registration. See Multiple Registration Licensing
Requirements, page 28 for additional information.

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Chapter 2 - Avaya Communication Manager TDM Delivery

Multiple Registration Configuration (N-Dedicated DMCC Recording)


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.
To configure Avaya DMCC Multiple Registration for the Recorder, use the following
procedure, referring to the Recorder Configuration and Administration Guide for details.
1 Create a Phone data source of the type Avaya Communication Manager/
Definity.
2 Create a member group for the data source, of the type Multiple Registration
Extension Pool.
3 Click Assign & Create Phones, then allocate your extensions to this member
group, including the primary extension for the devices.
4 Click Save.
For a High Availability scenario, see N-Dedicated Multiple Registration + M-Shared (SSC)
DMCC Recording, page 156.

TDM Delivery

IMPORTANT The following applies to TDM environments only.

For environments that must support E1 Line Side Trunk, please note the following:

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Chapter 2 - Avaya Communication Manager Configure Recording for VoIP or TDM Delivery with Avaya DMCC

 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.

Configure Recording for VoIP or TDM Delivery with Avaya DMCC


Recorder configuration for TDM Delivery is the same as that for VoIP Delivery. Complete
the following, then proceed to CTI Adapters on page 58 to create a Recorder Integration
Service adapter.
When using an Avaya switch integration via the Avaya DMCC adapter, you must do the
following:
1 Set up the Recorder Roles and create a phone data source for Avaya if you have not
already (see TSAPI Configuration on page 32).
2 Create two member groups: one Extension Recording Resource and one Extension
Pool.
NOTE The CLAN Boards field in the Extension Recording Resource settings is
optional, and should in almost all cases be left blank.

a. The Extension Pool may be dedicated or selective, depending on the


implementation:
 Use a Selective Extension Pool for Selective Service Observe or Single Step
Conference deployments (N+M all shared). A selective extension pool is a list
of extensions to be recorded, and at least one recording resource (described
above) should be associated with it (the recording resources define and
perform the actual recording).
 Use a Dedicated Extension Pool with the Avaya switch for Dedicated Service
Observe deployments (either with DMCC [IP] or TDM). Specific extensions to
be recorded are statically assigned to channels (for TDM) or softphones (for
DMCC/IP) and the channels or softphones will remain service observed onto
the recorded extensions. A dedicated extension pool must be associated with
a recording resource.
b. For the Extension Recording Resource:
i. Set the Recorder Control Type to Service Observe or Single Step
Conference, and add recording resources.
ii. To direct individual calls to the recorder associated with this member group
based on specific call data (for example, the call’s trunk group), use the
Recorder Selection Expression setting.
Select an Attribute from the dropdown list, then type a value in the
Expression field. If the call data matches the expression, the call will be
recorded by this recorder.

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Chapter 2 - Avaya Communication Manager VoIP Gateway Recording

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).

NOTE Do not configure agent group/hunt group extensions as phone extensions


in any other places, otherwise you will not receive AgentLoggedOn/Off
events from the CTI switch.

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.

Avaya DMCC Adapter


For VoIP Delivery recording only, you must also create an Integration Service adapter
for Avaya DMCC as described in Avaya DMCC Adapter, page 58.

VoIP Gateway Recording


Three types of gateway recording are supported in Avaya integrations, each of which
may make use of an SBC or other edge device to replicate sessions and/or route traffic:
 SIPREC, a type of VoIP Delivery. In SIPREC, an edge device routes SIP signaling to
a particular “recorder” (technically the SIPREC adapter in the Recorder Integration
Service). This conceptual recorder responds to the SIP call with a delivery
destination for the RTP. Once the Recorder Integration Service selects an actual IP
Recorder, it notifies the SBC of the IP Recorder and notifies that same IP Recorder to
record the call.
 SIP Trunk Interception, in which there is replication of SIP trunk traffic to an IP
Recorder, but the replication is static in the sense that there is no balancing of the
traffic.

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Chapter 2 - Avaya Communication Manager VoIP Gateway Recording

 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.

The benefits of integrating your Recorder with SBC include:


 the ability to configure SBC to fork only a defined subset of traffic. For example, if
only certain DNIS/realms or service provider customers need to be recorded, by
sending only that traffic to the recorder you can minimize processing overhead for
the recorder, thereby lowering hardware costs.

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Chapter 2 - Avaya Communication Manager VoIP Gateway Recording

 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.

Acme SBC Requirements specific to SIPREC


To record SIPREC traffic from an Acme SBC:
 The Acme Packet SBC must be configured with the requisite recording realms to
generate the SIPREC calls and direct them to the Recorder Integration Service.
 For redundancy, the SBC can be configured to route the calls to a 1+1 Recorder
Integration Service pair. In this scenario, the SBC should be configured such that all
SIPREC calls are routed to the primary Recorder Integration Service role first. Only
if the primary Recorder Integration Service role does not respond to the SIPREC call
should the SBC attempt to route the call to the secondary Recorder Integration
Service role. Delivery to multiple SIPREC adapters/Recorder Integration Services
simultaneously may result in duplicate call recordings.

SIP Trunk Interception


In SIP Trunk Interception, traffic for an existing SIP trunk is replicated to an IP recorder
(in a manner similar to that used in station side VoIP interception). See “SIP Trunk
Recording” in the Recorder Configuration and Administration Guide for more
information.

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Chapter 2 - Avaya Communication Manager VoIP Gateway Recording

SIP Session Replication


In SIP Session Replication an edge device such as an SBC replicates and encapsulates
data from SIP Trunk A to an IP Recorder over SIP Trunk B. While similar to the above,
the packet encapsulation is slightly different. Because the data is directed over a SIP
trunk, the NIC used for recording must be on the network (which is unlike normal
interception, where the NIC passively receives the replicated traffic).

Configure VoIP Gateway Recording via SBC


The process to configure each of the three scenarios described above is similar; note the
exceptions and specific settings for each in the following procedure.
1 In Enterprise Manager, set up the Recorder Roles and create a Phone data source for
Avaya if you have not done so already.
2 For that data source, enter the IP address or host name of the call center's SIP
trunk interface under Settings > Device IP Configuration. Set the Server Type
to PSTN Side - Far End.
3 Create a Gateway Side Correlation Pool member group for the data source.
Recording in these scenarios is established at the member group level (rather than
the level of the extension).

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Chapter 2 - Avaya Communication Manager VoIP Gateway Recording

For

SIPREC 1 Set Recorder Control Type to Duplicate


Streamed.
2 Assign all of the Recorders to be used for recording
to this member group. The Recorder Integration
Service will use this pool in a N+M All Shared
fashion to load balance the RTP traffic for a
particular SIP call.
3 Under Recorder Selection Expression, select
Trunk Group as the Attribute, and enter the
Trunk Group number in the value field (the Trunk
Group Number must be unique). The Integration
Service will use this to distinguish between SIP
trunk calls, and internal calls or calls through
unmapped trunks. The setting is therefore
mandatory if you wish to record the latter types of
calls.
4 The Recorder Integration Service will check CTI
events for a match to configured TDM trunks based
on TDM member group configuration. If there is no
match, non-SIP trunk calls will be recorded using
selective DMCC resources according to the
following:
a. To record internal calls in such an instance,
enable Record Extensions for Internal Calls
in the Phone data source.
b. To record all other non-SIP trunk calls, enable
Record IP Trunks in the Phone data source.

SIP Trunk Interception Set Recorder Control Type to Recorder Controlled.

SIP Session Set Recorder Control Type to Recorder Controlled.


Replication

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:

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For To

SIPREC full-time recording Delivery

SIP Trunk Interception Interception

SIP Session Replication RFC 2003 Interception

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.

Gateway Correlation without Data Source Identification


Environments with multiple switches and gateways may present a scenario in which it is
unknown to which switch a call is being routed by a gateway device (such as an SBC),
and therefore which data source should handle received CTI events. This can result in

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Chapter 2 - Avaya Communication Manager VoIP Gateway Recording

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.

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Chapter 2 - Avaya Communication Manager CTI Adapters

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.

Description Type a description of the adapter (optional).

Adapter Type A read-only field that lists the adapter selected above.

Startup Type Select a startup type: Automatic, Manual, or Disabled.

DataSource Select a data source.

Next proceed to the appropriate section below to learn more about the settings specific
to that adapter.

Avaya DMCC Adapter


Avaya DMCC is a software connector that provides a programming interface for device
and media control on the Avaya Communication Manager switch. The switch is VoIP-
enabled via hardware that includes the Media Processors, and CLAN cards or Processor
Ethernet boards for VoIP signaling. This is the adapter used to support Delivery
Recording, Single Step Conference, Service Observe, or Multiple Registration. You can
also use this adapter in an N+M recording environment (see Configure High
Availability on page 147 for details).

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Chapter 2 - Avaya Communication Manager Avaya DMCC Adapter

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.

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Chapter 2 - Avaya Communication Manager Avaya DLG Adapter

Avaya DLG Adapter


The Avaya DLG adapter connects to the Avaya AE Services server or Avaya MAPD card
over the LAN using TCP/IP. The Avaya AE Services server or Avaya MAPD card in turn
connects to the Avaya switch. The Avaya AE Services server or Avaya MAPD card
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.

Field Description

Server Hostname Type the hostname or IP address of the AES server or


MAPD card on which the DLG link resides. The default is
server.

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 Server Type the hostname or IP address of the backup server.


Hostname The default is server2.

Backup Link Number Type the number assigned to the DLG link for the backup.
The default is 1.

Avaya CT TSAPI Adapter


The Avaya CT adapter connects to the Avaya Computer Telephony (CT) server over the
LAN using TCP/IP via the Telephony Services Application Programming Interface (TSAPI)
SDK. The Avaya CT server in turn connects to the Avaya switch. The Avaya CT 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.

NOTE Before creating the TSAPI adapter, ensure that you first install the TSAPI
Client (see Install the TSAPI Client, page 31).

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Chapter 2 - Avaya Communication Manager Generic SIP Adapter

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.

Generic SIP Adapter

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.

Listen at IP Address Specify the local machine’s NIC IP Address. If Enterprise


Manager is installed on the Integration Service machine,
you must use a port other than 5060 as the listen port.

Port Type the port for the IP address specified above.


Note: The specified port cannot be in use by any other
application or adapter on the local server.

SIPREC Adapter
Use this adapter to support the retrieval of custom tags in SIP headers or SIPREC
metadata in SIP Trunk Recording.

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Chapter 2 - Avaya Communication Manager Genesys Adapter

Field Description

SIPRec Device Type Specify the far-end SIPREC device being used for
this integration. For Avaya, select Acme Packet.

Redundancy Type Determines whether the SIPREC adapter can act as


a CTI source. Unless otherwise specified, select
Recording.

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.

Listen at IP Address Specify the local machine’s NIC IP Address


(optional). The listening IP address and port
specified below (required) must match the recording
realm profile configured on the Acme SBC.
If Enterprise Manager is installed on the Integration
Service machine, you must use a port other than
5060 as the listen port.

Port Type the port for the IP address specified above.


Note: The specified port cannot be in use by any
other application or adapter on the local server.

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.

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Chapter 2 - Avaya Communication Manager Genesys Adapter

NOTE RTP settings are not applicable to Avaya integrations.

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.

Use Secondary Select this check box to use a failover server.


Server for failover

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.

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Field Description

Unique Global Call Used to associate multiple calls together in a consult,


ID conference, transfer or other multi-call scenario. Select one of
the following:
NetworkCallID/NetworkNodeID
CallID
ConnID
Other
Note | Although NetworkCallID/NetworkNodeID is an
option for this field, there is a known issue with Genesys SDK
version 8.0 where this ID won’t work as the Unique Global Call
ID.

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.

Send Recording Select this option to send a recording indication to Genesys.


Indication To
Genesys

Recording Status Enter the Recording Status Key Name.


Key Name

Recording Status Enter the Recording Status Value.


Value

Primary Enter the Primary Recording INUM Key Name.


Recording INUM
Key Name

Contact ID Key Enter the Contact ID Key Name.


Name

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Chapter 2 - Avaya Communication Manager Cisco ICM Adapter

Cisco ICM Adapter


The Cisco ICM adapter connects to the Cisco ICM server over the LAN using TCP/IP. The
Cisco ICM server in turn connects to the Avaya switch. The Cisco ICM 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.

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.

Use Authentication Select this option if the ICM server requires


authentication. Once selected, you must also enter a
Client Id and Client Password, below.

Client Id If you enable authentication, type a login name used to


access the ICM CTI server (CG component) (set to
ImpactRecorder by default).

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.

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Chapter 2 - Avaya Communication Manager Cisco ICM Adapter

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.

Default Tagging by the Tagging Only Adapter


Tagging Only adapters must be used in conjunction with another CTI adapter. All
standard attributes come from the controlling CTI adapter, while those from the Tagging
Only adapter are treated as custom data.

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Chapter 2 - Avaya Communication Manager CVLAN Adapter

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).

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Chapter 2 - Avaya Communication Manager CVLAN Adapter

Field Description

Backup Server Type the hostname or IP address of the backup server.


Hostname The default is server2.

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.

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Chapter 2 - Avaya Communication Manager Advanced Deployments

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.

TIP Additional scenarios are outlined in Configure High Availability on


page 147.

Selective Recording with SO and SSC


The following section describes how to configure selective recording environments with
service observe (SO) and single step conferencing (SSC).

TIP In Selective DMCC recording environments, customers using RIS 1+1


redundancy may want to disable the Enable Return to Primary After
Recovery capability (in the Integration Service role settings). Selective
environments are susceptible to audio loss already and will have some
amount of loss during the initial failover. The automatic promotion of the
an Integration Service back to primary also has the potential for audio
loss. Disabling this feature would allow a customer to manually promote
the Integration Service to primary during a change window.

SO or SSC Selective DMCC Recording


1 Create a Phone data source for your Avaya switch.
2 Create an Extension Recording Resource member group.
a. Set the Recorder Control Type to Service Observe or Single Step
Conference.
b. Add all of the softphone extensions to this member group.

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Chapter 2 - Avaya Communication Manager TDM Trunk with fallback to SSC or SO DMCC Recording

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.

3 Create a Selective Extension Pool member group.


a. Associate this member group with the Extension Recording Resource member
group used to record these extensions.

NOTE For local recording at the extension location, select the member group
used to record the desired extensions specific to that location.

b. Add all of the extensions to be recorded to the list of extensions.


4 Create a DMCC adapter for the Integration Service (see Avaya DMCC Adapter on
page 58).
5 Create a CTI adapter for the Integration Service.

TDM Trunk with fallback to SSC or SO DMCC Recording


TDM trunk recording is effectively a "dedicated" recording mechanism, and the SSC or
SO recording is performed on a selective basis. This deployment includes the
configuration of TDM trunk passive tapping (see the “Recording” chapter in the Technical
Overview) and selective DMCC recording. The selective recording will engage for failed
trunks, and can also be engaged for unconfigured/tapped trunks via the "Record IP
Trunks" setting in the Phone data source.
1 Create a Phone data source for your Avaya switch.

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.

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Chapter 2 - Avaya Communication Manager Dedicated Recording

Dedicated Recording

N-Dedicated SO DMCC Recording


In N-Dedicated DMCC SO recording, Recorders are associated with the ACM via the AES.
The Dedicated SO implementation differs from Selective SO recording in that the
Integration Service only performs tagging for the Recorder, and an “N” recorder
registers softphones directly (whereas in Selective SO the extensions are registered to a
pool of shared “M” recorders).
The diagram on the following page shows an implementation with two Recorders (but
there could be more). Each Recorder (no matter the number involved) would have an
Extension Recording Resource pool configured with the softphones unique to that
Recorder. A single Dedicated Extension Pool of stations is assigned to all of the Extension
Recording Resource member groups (that is, the same Dedicated Extension Pool to
multiple Extension Recording Resources). The stations of the Dedicated Extension Pool
are divided evenly on per a license ratio to the Extension Recording Resource groups.
Extensions are recorded using the softphones associated with the Extension Recording
Resource for each Recorder.
Each group of Extension Recording Resources + Dedicated Extension Pool will create
static SOs for recording. Each dedicated (N) DMCC Recorder does not necessarily
require that the Recorder Integration Service role be enabled, but does require that you
configure a DMCC adapter for the softphones, regardless of any additional adapters
present on the Integration Service server.

NOTE Dedicated DMCC SO recording does not support N+N.

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Chapter 2 - Avaya Communication Manager N-Dedicated SO DMCC Recording

Recorder 1 Primary Recorder


With first set of extensions in Integration Service
an Extension Recording
Processor Ethernet
Resource member group
CTI-only or CLAN 1

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.

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Chapter 2 - Avaya Communication Manager Multiple Registration

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.

Multiple Registration Requirements


Note that only softphone-enabled IP and DCP phones with an enabled speakerphone can
be recorded using multiple registration. See Multiple Registration Licensing
Requirements, page 28 for additional information.

N-Dedicated Multiple Registration DMCC Recording


To configure Avaya DMCC Multiple Registration for the Recorder, use the following
procedure, referring to the Recorder Configuration and Administration Guide for details.
1 Create a Phone data source of the type Avaya Communication Manager/
Definity.
2 Create a member group for the data source, of the type Multiple Registration
Extension Pool.
3 Click Assign & Create Phones, then allocate your extensions to this member
group, including the primary extension for the devices.
4 Click Save.
For a High Availability scenario, see N-Dedicated Multiple Registration + M-Shared (SSC)
DMCC Recording, page 156.

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Chapter 2 - Avaya Communication Manager Maintenance

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.

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Chapter 2 - Avaya Communication Manager Troubleshooting

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.

General Recording Issues with IP Softphones


In circumstances wherein no recordings are generated and/or recordings aren’t kept
while attempting to record IP softphones via Avaya DMCC (CMAPI), the cause may be
one of the following.

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Chapter 2 - Avaya Communication Manager Resolution

 Data source configuration


a. Missing Extension Recording Resources in Enterprise Manager
b. Missing Extension Pool, Dedicated or Selective
 Insufficient Recording Resources
a. Not enough ports on the target Recorder
b. Not enough softphones for simultaneous calls
 Misconfigured DMCC (CMAPI) adapter
a. No adapter for data source
b. Bad adapter configuration
 Misconfigured CTI adapter, for SSC
a. No adapter for data source
b. Bad adapter configuration
 Misconfigured IP Capture
a. Delivery
b. Ports
c. Active NIC w/ IP Address

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.

Insufficient Recording Resources


When a a softphone becomes available it will be used to attempt to record any calls that
are currently started but are not being recorded. This behavior is designed primarily for
the purposes of compliance recording, wherein it is used to handle softphone
registration, or Recorders coming back online in the middle of a call.
This behavior may result in insufficient resources available to record calls. In such cases,
an alarm ("InsufficientRecordingResource") will appear. The solution is to adjust the

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Chapter 2 - Avaya Communication Manager Resolution

environment such that more softphones are available or fewer calls are required to be
recorded.

Integration Service Adapter


The Recorder Integration Service requires an Avaya DMCC (CMAPI) adapter to perform
SO or SSC using the softphones. In addition, a CTI adapter to monitor the phone
extensions is required when using a SEP. When using a DEP, a CTI adapter is
recommended, but not required.
Once configured and running, the Recorder Integration Service will report the status of
the softphones on the Integration Status page in Recorder Manager. The Avaya DMCC
(CMAPI) grouping on the page lists the following information:
 IDLE: Number of softphones registered, but not allocated to a phone extension.
 USED: Number of softphones registered and allocated to a phone extension.
 RECORDING: Number of softphones actively recording a call
 FAILED: Number of softphones that are not registered

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.

IP Capture NIC Settings


For Avaya DMCC, the NIC should be set for “Delivery” and a range of ports defined for
use by the softphones. Each softphone will use two ports, so twice as many ports should
be defined as the number of softphones the Recorder will use. If you are using the
Resource Allocation setting on the data source, you must define additional ports to
support other softphones failing over to the Recorder.

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.

Recorder Alarms and Integration Service Logs


If configuration is completed as described in the preceding sections and issues persist,
check the Recorder Manager for any active alarms. Check the Recorder Integration
Service log files for any errors or warnings. In particular, the following are softphone
errors that will prevent recording in Service Observe:

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Chapter 2 - Avaya Communication Manager Event Flows with Softphones in DMCC Recording

 BROKEN FLUTTER
 Phone does not have a Service Observe button

Event Flows with Softphones in DMCC Recording


In SO, SSC, and Multiple Registration, the Recorder Integration Service uses softphones
to record audio on the actual extensions. In order for the Recorder Integration Service
to identify that this type of call has begun, it must receive certain events from the
switch, including a number events corresponding to lamp states.

About Lamp States


Note that the Recorder Integration Service keeps track of the last RED and GREEN lamp
message — with their corresponding states — that it receives from every button. These
stay the same until new messages are received.

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.

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Chapter 2 - Avaya Communication Manager Event Flows

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

SoftPhone<Extension<110, 25060>, REGISTERING> UDP Endpoints to use for


recordings<167.69.236.167:9299>
2 Next it obtains the DeviceID to map an extension to a specific ACM device. You can
see below (in green) that the DeviceID for extension 25060 was returned as
‘25060:SWLINK1:167.69.229.139:0’.
[SoftPhoneM|1F7C|I] 2014/01/08 22:01:19.470 <DMCC 22059-25060> CLANHost List:
[SoftPhoneM|1F7C|I] 2014/01/08 22:01:19.470 <>
[SoftPhoneM|1F7C|D] 2014/01/08 22:01:19.470 Creating new
SoftPhone<Extension<110, 25059>, UNREGISTERED>
[SoftPhoneM|1F7C|D] 2014/01/08 22:01:19.470 Creating new
SoftPhone<Extension<110, 25060>, UNREGISTERED>
[StreamMana|19FC|D] 2014/01/08 22:04:57.752 Extension<110, 25060> has
allocation behavior <LineFirst>
[SoftPhone |19FC|D] 2014/01/08 22:04:57.752 SoftPhone<Extension<110, 25060>,
REGISTERING> UDP Endpoints to use for recordings<167.69.236.167:9298>
[SoftPhone |19FC|D] 2014/01/08 22:04:57.752 SoftPhone<Extension<110, 25060>,
REGISTERING> UDP Endpoints to use for recordings<167.69.236.167:9299>
[SoftPhone |19FC|I] 2014/01/08 22:04:57.755 SoftPhone<Extension<110, 25060>,
REGISTERING> got DeviceId<25060:SWLINK1:167.69.229.139:0> from
com.witness.adapters.AvayaCMAPI.protocol.DMCCSession@190769b
[DMCCServic|19FC|D] 2014/01/08 22:04:57.759 Started DMCC monitoring of
SoftPhone<Extension<110, 25060>, REGISTERING>
[SoftPhone |19FC|I] 2014/01/08 22:04:57.766 SoftPhone<Extension<110, 25060>,
CONFIGURING> is using session<167.69.81.50 :
99D8E357CEAD807B0D52C93E42FB2BE5-334>
3 The Recorder Integration Service monitors the device for events on the AES
(‘Started DMCC monitoring of SoftPhone<Extension<110, 25060>,
REGISTERING>’).
4 Finally, the Recorder Integration Service registers the phone on the AES
(‘SoftPhone<Extension<110, 25060>, CONFIGURING> is using
session<167.69.81.50 : 99D8E357CEAD807B0D52C93E42FB2BE5-334>’).
The Recorder Integration Service tracks the state of each phone internally based on
where it is in the process of registering the phone. A softphone starts in the
‘UNREGISTERED’ state, then moves to ‘REGISTERING’ when the Recorder Integration
Service starts the process outlined above. Once step 4 is complete, the phone
transitions to ‘CONFIGURING.’ In this state the phone is fully registered in the AES, but
the Recorder Integration Service still needs additional configuration information in order
to use the phone. Once the configuration has been retrieved, the phone moves to
‘CONFIGURED.’ The Recorder Integration Service has some additional bookkeeping to do
before finally moving the phone to ‘REGISTERED,’ and at that point the phone is ready
to be used.

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Chapter 2 - Avaya Communication Manager Event Flows

Two additional states you may encounter are:


 UNREGISTERING, which happens when a phone is removed from the configuration
or the AES has an error and un-registers the phone from the Recorder Integration
Service. In this case the Recorder Integrations Service will repeat the same steps
outlined above, but in reverse. That is, the Recorder Integration Service,
1 Un-registers the phone with the AES.
2 Un-monitors the phone.
3 Calls releasedevice on the AES.
4 Releases the recording resources used for the softphone.
 DISPOSED is a transitional state used to indicate that the softphone is not valid,
without identifying what cleanup is remaining. The softphone then transitions to
UNREGISTERING and performs the cleanup. Once cleanup is complete, it transitions
to UNREGISTERED. At that point the softphone may be registered again.

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.

[SoftPhone |19FC|H] 2014/01/08 22:04:57.769 SoftPhone<Extension<110, 25060>,


CONFIGURING> Button<262> Function<MWI>
[SoftPhone |19FC|H] 2014/01/08 22:04:57.769 SoftPhone<Extension<110, 25060>,
CONFIGURING> Button<263> Function<CALL_APPR>
[SoftPhone |19FC|H] 2014/01/08 22:04:57.769 SoftPhone<Extension<110, 25060>,
CONFIGURING> Button<266> Function<CONF_DSP>
[SoftPhone |19FC|H] 2014/01/08 22:04:57.769 SoftPhone<Extension<110, 25060>,
CONFIGURING> Button<267> Function<SERV_OBSRV>
[SoftPhone |19FC|H] 2014/01/08 22:04:57.769 SoftPhone<Extension<110, 25060>,
CONFIGURING> Button<1025> Function<LAST_NUMB>
[SoftPhone |19FC|H] 2014/01/08 22:04:57.769 SoftPhone<Extension<110, 25060>,
CONFIGURING> Button<264> Function<CALL_APPR>
[SoftPhone |19FC|H] 2014/01/08 22:04:57.769 SoftPhone<Extension<110, 25060>,
CONFIGURING> Button<1026> Function<NORMAL>
[SoftPhone |19FC|H] 2014/01/08 22:04:57.769 SoftPhone<Extension<110, 25060>,
CONFIGURING> Button<265> Function<CALL_APPR>
[SoftPhone |19FC|I] 2014/01/08 22:04:57.769 SoftPhone<Extension<110, 25060>,
CONFIGURED> Configure succeeded
[SoftPhone |0D5C|H] 2014/01/08 22:04:57.769 SoftPhone<Extension<110, 25060>,
REGISTERED> Display update event<>

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).

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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.)

SSC Events Log


1 Upon the ‘Established’ event, Recorder Integration Service reviews the current
resource for the extension and, if needed, allocates the softphone.
“9119010183880001901” is the Session ID in the example below.
[Content |0954|D] 2014/01/09 01:03:58.976 Start <Audio>
Content<Extension<110, 22002>, Audio, 9119010183880001901,Inactive> on
Session<9119010183880001901> State<Running>
[StreamMana|0954|D] 2014/01/09 01:03:58.976 startRecordingContent
<Content<Extension<110, 22002>, Audio, 9119010183880001901,Active>>
[AvayaLineR|0954|H] 2014/01/09 01:03:58.976 AvayaLineResource<Extension<110,
22002>> Resource <null> Content<Extension<110, 22002>, Audio,
9119010183880001901,Active> trying to allocate soft phone
[StreamMana|0954|D] 2014/01/09 01:03:58.976 Extension<110, 22002> has
allocation behavior <LineFirst>
[AutoAnswer|0954|D] 2014/01/09 01:03:58.976 Lamp status on
<AutoAnswerHandler<null, SoftPhone<Extension<110, 25060>, REGISTERED>>> is:
<>
[StreamMana|0954|H] 2014/01/09 01:03:58.976 tryGetResource-> the obtained
resource is <AutoAnswerHandler<V11 Cluster 10/22002/Line,
SoftPhone<Extension<110, 25060>, REGISTERED>>>

2 Next, ‘Start SSC’ is sent to the adapter.


[IEMessage |2AAC|D] 2014/01/09 01:03:58.976 Dispatching Event
StartSSC<StreamManager> --> <si.2.out> Size<0>
[IEMessage |2AAC|H] 2014/01/09 01:03:58.976 Str<description> =
StartSSC<Extension<110, 22002>>
[IEMessage |2AAC|H] 2014/01/09 01:03:58.976 Folder<device>
[IEMessage |2AAC|H] 2014/01/09 01:03:58.976 Str<Line> = 22002 ;
Int<DataSourceId> = 110 ; Str<SSCLine> = 25060

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>

4 The MediaStart event appears as follows:


[SoftPhone |0D5C|H] 2014/01/09 01:03:59.016 SoftPhone<Extension<110, 25060>,
REGISTERED> Media Started IPEndpoint<167.69.77.44:3025> Codec<-1=g711U
encrypted> PacketSize<20>

5 The Recorder Integration Service detects the call and sends a notification to the
Recorder to start the stream:

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[SoftPhoneH|0D5C|D] 2014/01/09 01:03:59.016 SoftPhone<Extension<110, 25060>,


REGISTERED> has detected a new SingleStepConference call for Target<22002>
[PortIPReco|0D5C|D] 2014/01/09 01:03:59.016 Adding stream. Call<DMCC/110/
25060/1389236697752/0>
[NGAConnect|0D5C|H] 2014/01/09 01:03:59.016 NGA<IPCapture, WINPQMD10AP02,
167.69.236.120, 29504> Sending <1 STARTCALL SYSTEM:SIPProxy: CALLID:DMCC/
110/25060/1389236697752/0: TIMEOUT:60: MODE:active: MONO:true:?>
[NGAConnect|0D5C|H] 2014/01/09 01:03:59.016 NGA<IPCapture, WINPQMD10AP02,
167.69.236.120, 29504> Sending <1 EXTTAG CALLID:DMCC/110/25060/
1389236697752/0: EXT:22002: DATASOURCE:110:?>
[NGAConnect|0D5C|H] 2014/01/09 01:03:59.016 NGA<IPCapture, WINPQMD10AP02,
167.69.236.120, 29504> Sending <3 PERMTAG CALLID:DMCC/110/25060/
1389236697752/0: DMCCSOFTPHONE:25060: ?>
[NGAConnect|0D5C|H] 2014/01/09 01:03:59.016 NGA<IPCapture, WINPQMD10AP02,
167.69.236.120, 29504> Sending <1 STARTSTREAM CALLID:DMCC/110/25060/
1389236697752/0: SRC:167.69.77.44:0: DST:167.69.236.167:9298: HANDLER:RTP:
?>

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>

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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).

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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).

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The following Integration Service log excerpts illustrate softphone registration for
monitored station 330027 in Multiple Registration.

[StreamMana|2798|D] 2014-06-18 17:50:06.570-04:00 Extension<1, 330027> has


allocation behavior <LineFirst>
[IpRole |2798|H] 2014-06-18 17:50:06.570-04:00 IPRecorder<ie-2k8rec-7,
29504, 816005> matched MultipleRegistrationExtensionPool<16, Agent
Phones_ie-2k8rec-7, MultipleRegistration, NotApplicable, Performance> to
location information in GetResourceOptions<Extension<1, 330027>, DMCC/1/
330027, 2 All IP_Ports>.
[IpRole |2798|D] 2014-06-18 17:50:06.570-04:00 IPRecorder<ie-2k8rec-7,
29504, 816005> only has <4> available pairs, but wants at least <5>.
Requesting <8> more pairs.
[NGAConnect|2798|H] 2014-06-18 17:50:06.570-04:00 NGA<IPCapture, ie-2k8rec-7,
10.156.5.88, 29504> Sending <1 ALLOCATEPORTS PAIRS:8: ?>
[StreamMana|2798|H] 2014-06-18 17:50:06.573-04:00 tryGetResource-> the
obtained resource is <PortIPRecordingResource<DMCC/1/330027, IPRecorder<ie-
2k8rec-7, 29504, 816005>, Extension<1, 330027>>>
[SoftPhone |2798|D] 2014-06-18 17:50:06.573-04:00 SoftPhone<Extension<1,
330027>, REGISTERING> UDP Endpoints to use for recordings<10.156.5.88:9012>
[SoftPhone |2798|D] 2014-06-18 17:50:06.573-04:00 SoftPhone<Extension<1,
330027>, REGISTERING> UDP Endpoints to use for recordings<10.156.5.88:9014>
[SoftPhone |2798|I] 2014-06-18 17:50:06.580-04:00 SoftPhone<Extension<1,
330027>, REGISTERING> got DeviceId<330027:ACM6S8800PE:0.0.0.0:2> from
DMCCSession<QAAESERVICES6X:E7E321456968C140091E1A0692FD3235-2530>
[DMCCServic|2798|D] 2014-06-18 17:50:06.629-04:00 Started DMCC monitoring of
SoftPhone<Extension<1, 330027>, REGISTERING>
[SoftPhone |2798|I] 2014-06-18 17:50:06.882-04:00 SoftPhone<Extension<1,
330027>, CONFIGURING> is using session<QAAESERVICES6X :
E7E321456968C140091E1A0692FD3235-2530>
[SoftPhone |2798|H] 2014-06-18 17:50:06.887-04:00 SoftPhone<Extension<1,
330027>, CONFIGURING> Button<262> Function<MWI>
[SoftPhone |2798|H] 2014-06-18 17:50:06.887-04:00 SoftPhone<Extension<1,
330027>, CONFIGURING> Button<263> Function<CALL_APPR>
[SoftPhone |2798|H] 2014-06-18 17:50:06.887-04:00 SoftPhone<Extension<1,
330027>, CONFIGURING> Button<1025> Function<LAST_NUMB>
[SoftPhone |2798|H] 2014-06-18 17:50:06.887-04:00 SoftPhone<Extension<1,
330027>, CONFIGURING> Button<264> Function<CALL_APPR>
[SoftPhone |2798|H] 2014-06-18 17:50:06.887-04:00 SoftPhone<Extension<1,
330027>, CONFIGURING> Button<1026> Function<NORMAL>
[SoftPhone |2798|H] 2014-06-18 17:50:06.887-04:00 SoftPhone<Extension<1,
330027>, CONFIGURING> Button<265> Function<CALL_APPR>
[SoftPhone |2798|H] 2014-06-18 17:50:06.887-04:00 SoftPhone<Extension<1,
330027>, CONFIGURING> Button<270> Function<RELEASE>
[SoftPhone |2798|H] 2014-06-18 17:50:06.887-04:00 SoftPhone<Extension<1,
330027>, CONFIGURING> Button<269> Function<BRDG_APPR>
[SoftPhone |2798|I] 2014-06-18 17:50:06.887-04:00 SoftPhone<Extension<1,
330027>, CONFIGURED> Configure succeeded
[NGAConnect|2798|H] 2014-06-18 17:50:06.891-04:00 NGA<IPCapture, ie-2k8rec-7,
10.156.5.88, 29504> Sending <4 SOFTPHONEUPDATE EXTENSION:330027:
STATUS:Success: DATASOURCE:1: TYPE:AvayaMultipleRegistration: ?>

In the following excerpt, the Recorder gets the IP endpoint and starts recording a call
received call for 330027.

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[SoftPhone |1B94|H] 2014-06-18 17:50:32.430-04:00 SoftPhone<Extension<1,


330027>, REGISTERED> RingerStatusUpdated Pattern<DID_ATTENDANT_RING>
[SoftPhone |1B94|H] 2014-06-18 17:50:32.430-04:00 SoftPhone<Extension<1,
330027>, REGISTERED> Display update event<>
[SoftPhone |1B94|H] 2014-06-18 17:50:32.430-04:00 SoftPhone<Extension<1,
330027>, REGISTERED> Display update event<a=IE Area 2505>
[SoftPhone |1B94|H] 2014-06-18 17:50:32.430-04:00 SoftPhone<Extension<1,
330027>, REGISTERED> Display update event<a=IE Area 2505
2505>
[SoftPhone |1B94|H] 2014-06-18 17:50:32.430-04:00 SoftPhone<Extension<1,
330027>, REGISTERED> Display update event<>
[SoftPhone |1B94|H] 2014-06-18 17:50:32.430-04:00 SoftPhone<Extension<1,
330027>, REGISTERED> Display update event<a=IE Area 2505>
[SoftPhone |1B94|H] 2014-06-18 17:50:32.430-04:00 SoftPhone<Extension<1,
330027>, REGISTERED> Display update event<a=IE Area 2505
2505>
[SoftPhone |1B94|H] 2014-06-18 17:50:32.430-04:00 SoftPhone<Extension<1,
330027>, REGISTERED> CallAppearanceLampUpdated LampColor<GREEN> LampID<263>
Value<FLASH>
[SoftPhone |1B94|H] 2014-06-18 17:50:32.432-04:00 SoftPhone<Extension<1,
330027>, REGISTERED> Media Started IPEndpoint<10.156.7.27:3129> Codec<-
1=g711U encrypted> PacketSize<60>
[SoftPhoneH|1B94|D] 2014-06-18 17:50:32.432-04:00 SoftPhone<Extension<1,
330027>, REGISTERED> has detected a new MultipleRegistration call for
Target<330027>
[PortIPReco|1B94|D] 2014-06-18 17:50:32.433-04:00 Adding stream. Call<DMCC/1/
330027/1403128206570/0>
[NGAConnect|1B94|H] 2014-06-18 17:50:32.433-04:00 NGA<IPCapture, ie-2k8rec-7,
10.156.5.88, 29504> Sending <1 STARTCALL SYSTEM:SIPProxy: CALLID:DMCC/1/
330027/1403128206570/0: TIMEOUT:60: MODE:active: DATASOURCE:1: MONO:true:?>
[NGAConnect|1B94|H] 2014-06-18 17:50:32.433-04:00 NGA<IPCapture, ie-2k8rec-7,
10.156.5.88, 29504> Sending <1 EXTTAG CALLID:DMCC/1/330027/1403128206570/0:
EXT:330027: DATASOURCE:1:?>
[NGAConnect|1B94|H] 2014-06-18 17:50:32.436-04:00 NGA<IPCapture, ie-2k8rec-7,
10.156.5.88, 29504> Sending <3 PERMTAG CALLID:DMCC/1/330027/1403128206570/
0:?>
[NGAConnect|1B94|H] 2014-06-18 17:50:32.437-04:00 NGA<IPCapture, ie-2k8rec-7,
10.156.5.88, 29504> Sending <1 STARTSTREAM CALLID:DMCC/1/330027/
1403128206570/0: SRC:10.156.7.27:0: DST:10.156.5.88:9012: HANDLER:RTP: ?>

In the following example, Multiple Registration starts at the beginning of a recording:

[SoftPhone |14D0|H] 2013/03/27 10:28:27.133 SoftPhone<54, 21909>


RingerStatusUpdated Pattern<DID_ATTENDANT_RING>
[SoftPhone |14D0|H] 2013/03/27 10:28:27.133 SoftPhone<54, 21909> Display
update event<a=>
[SoftPhone |14D0|H] 2013/03/27 10:28:27.133 SoftPhone<54, 21909> Display
update event<a= 308-390-0312>
[SoftPhone |14D0|H] 2013/03/27 10:28:27.133 SoftPhone<54, 21909> Display
update event<a= CALL FROM 308-390-0312>
[SoftPhone |14D0|H] 2013/03/27 10:28:27.140 SoftPhone<54, 21909>
CallAppearanceLampUpdated LampColor<GREEN> LampID<263> Value<FLASH>
[SoftPhone |14D0|H] 2013/03/27 10:28:27.140 SoftPhone<54, 21909> Media Started
IPEndpoint<172.17.242.67:64757> Codec<-1=g711U encrypted> PacketSize<20>

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Chapter 2 - Avaya Communication Manager Recorder Services Won’t Restart After TSAPI Client Installation

[MultiRegHa|14D0|D] 2013/03/27 10:28:27.140 MultiRegHandler<SoftPhone<54,


21909>> detected new Call<CMAPI/21909/1363136961404/349>.
[PortIPReco|14D0|D] 2013/03/27 10:28:27.140 Adding stream. Call<CMAPI/21909/
1363136961404/349>
[NGAConnect|14D0|H] 2013/03/27 10:28:27.140 NGA<IPCapture, PVNPA39531,
10.28.108.158, 29504> Sending <1 STARTCALL SYSTEM:SIPProxy: CALLID:CMAPI/
21909/1363136961404/349: TIMEOUT:60: MODE:active: MONO:true:?>
[NGAConnect|14D0|H] 2013/03/27 10:28:27.140 NGA<IPCapture, PVNPA39531,
10.28.108.158, 29504> Sending <1 EXTTAG CALLID:CMAPI/21909/1363136961404/
349: EXT:21909: DATASOURCE:54:?>
[NGAConnect|14D0|H] 2013/03/27 10:28:27.140 NGA<IPCapture, PVNPA39531,
10.28.108.158, 29504> Sending <1 STARTSTREAM CALLID:CMAPI/21909/
1363136961404/349: SRC:172.17.242.67:0: DST:10.28.108.158:62400:
HANDLER:RTP: ?>
[NGAConnect|1238|H] 2013/03/27 10:28:27.140 NGA<IPCapture, PVNPA39531,
10.28.108.158, 29504> Received message <1 0 0>

Recorder Services Won’t Restart After TSAPI Client


Installation
Issue: After installing the Avaya TSAPI client, Recorder services will no longer restart.
Cause: The Recorder services depend on a pair of system DLLs (libeay32 and ssleay32).
The Avaya TSAPI client installations include different versions of these DLLs.
Resolution: Reinstall the client and select No when the client asks to remove extra
copies of libeay32 and ssleay32.
If this does not resolve the issue, uninstall the TSAPI client and create a backup of the
libeay32 and ssleay32 DLLs (if they exist) in WINDOWS\system32 (or
WINDOWS\SysWOW64 for 64-bit Windows). Re-install the client, selecting No if the
Avaya client attempts to remove any copies of the DLL. Copy the original DLLs back into
system32 (or delete the new versions if there were no original copies).
This should restore the original DLL configuration and allow the Recorder services to
start again.

Can’t Connect to the DLG Link


Issue: This error message in the Avaya DLG adapter log indicates that the adapter is
unable to communicate with the Avaya AE Services server or Avaya MAPD card.
Cause: Avaya DLG adapter improperly configured in the Recorder Manager.
Resolution: Use Recorder Manager to view the Avaya DLG adapter configuration
information and verify that the DLG hostname and Link Number match the
information provided by the customer’s Administrator for the Avaya AE Services server
or Avaya MAPD card.
Cause: Network problem between the Integration Service and the Avaya AE Services
server or Avaya MAPD card.

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Chapter 2 - Avaya Communication Manager Adapter Not Receiving Logon/Logoff Events

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.

Adapter Not Receiving Logon/Logoff Events


Issue: The Integration Service is not receiving Logon/Logoff events (or other agent
events) from the DLG, CVLAN, TSAPI, CT Connect, or Genesys adapter, so Agent IDs
and VDN information are not tagged on the calls.
Cause: Hunt groups not configured in the data source used by the adapter.
Resolution: In order for the adapter to receive agent events in an Avaya environment,
the hunt groups to which the agents are assigned must be monitored. Without
configuring hunt groups, agent events (Logon or Logoff for example) will not be received
from the CTI.
Do the following to resolve this:
1 In Enterprise Manager, click System Management > Data Sources, then select
the data source used by the adapter.
2 Click the Data Source Groups tab.
3 Verify that the Data Source Group Name is the hunt group number, and the Type
is Hunt Group.
There should be a data source group configured in this manner for every hunt group
you want to record.
Cause: Customer’s Avaya environment does not have Avaya AE Services feature.
Resolution: Request that the customer’s Avaya Switch Administrator verify that their
Avaya environment has Avaya AE Services.

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Chapter 3

Avaya Proactive Contact

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

Switch Name & Model Avaya Proactive Contact

CTI Middleware  Avaya Dialer CORBA Event Service Interface


 TSAPI Client

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

Recorder Integration Service to Dialer 23200

Recorder Integration Service to Dialer 23120

SSL communication

Recorder Integration Service to Dialer 23201

Recorder Integration Service to Dialer 23121

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.

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Chapter 3 - Avaya Proactive Contact Requirements

 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.

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Chapter 3 - Avaya Proactive Contact Limitations/Known Issues

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.

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Chapter 3 - Avaya Proactive Contact Configuration Checklist

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.

Done? Task More Information

 1 Information Required from Customer.


Verint requires that the customer provide the following
pieces of information via the Site Preparation Checklist.

 a. Proactive Contact host name or FQDN (not IP


address)

 b. Name of the host that is running the Name Service


(usually the Avaya Proactive Contact host).

 c. Port number to use on the Name Service host


specified above.

 d. Interoperable Object Reference (IOR) string.

 e. User name for connecting to the dialer.

 f. Password for connecting to the dialer.

 g. List of agent extensions to be recorded.

 h. List of agent IDs for the agents to be recorded.

 i. Trunk spans to be recorded (for Trunk-Side TDM).

 j. Indication of whether the environment is blended or


podded.

 2 Configure the Recorder and Integration Service via Recorder Configuration


Enterprise Manager and Recorder Manager. and Administration
Guide

 a. Create a Dialer data source and Phone data source for


Avaya. (If you are creating a standalone dialer, only a
Dialer data source is necessary.)

 b. Create a Member Group.

 3 Configure one or more CTI adapters. CTI Adapters, page 96

 4 For advanced deployments, complete any additional Maintenance, page 101


configuration.

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Chapter 3 - Avaya Proactive Contact Configuration Checklist

Done? Task More Information

 5 Place a test call to an extension that is set to Record


(either because of an extension recording mode or
Business Rule).

 a. If the call is not recorded or can’t be replayed, Troubleshooting,


troubleshoot. page 102

 6 Configure Screen Recording (if required). Recorder Configuration


and Administration
Guide

 7 Configure Redundant Recorder Integration Services (if Configure High


required). Availability, page 147

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Chapter 3 - Avaya Proactive Contact Configuration

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.

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Chapter 3 - Avaya Proactive Contact Configure the Recorder

Configure the Recorder


Configure the Recorder for the Avaya switch integration using the procedures available
in the guide and in the Recorder and Configuration and Administration Guide.

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

Configure the Avaya Proactive Contact Adapter


Use the following procedure to create an adapter for Avaya Proactive Contact (formerly
Avaya PDS) versions 12, 3.0, 4.0, and 5.x.

To create an adapter for Avaya Proactive Contact


1 Choose General Setup > Integration Service > Settings.
2 Click Create.
3 Select Avaya PDS Adapter.
4 Specify settings for this adapter in the right-hand pane, referring to the following
table (all fields are required unless otherwise indicated):

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.

Description Type a description of the adapter (optional).

Adapter Type A read-only field that lists the adapter selected


above.

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Chapter 3 - Avaya Proactive Contact Configure the Avaya Proactive Contact Adapter

Field Description

Startup Type Select a startup type: Automatic, Manual, or


Disabled.

DataSource Select a data source.

Dialer Version Select the dialer version from the dropdown box.

Keystore File Type a keystore file name. This certificate is required


to connect to Avaya Proactive Contact 4.0 or 5.x
dialer with SSL enabled (set to file name
avayaPcKeystore by default).
Copy the file jacorb from under one of the
following folders (the location will depend on your
version):
/opt/avaya/pds/openssl/sha2/keystore
or
/opt/avaya/pds/openssl/keystore
Place the file in the folder
%IMPACT360SOFTWAREDIR%\ContactStore
where the Recorder Integration Service is running.
Rename the file to avayaPcKeystore. To connect
simultaneously to Avaya PDS 4.0 and 5.x, create
two adapters respectively. Rename and copy both
the keystore files to the %IMPACT360SOFTWAREDIR%\
ContactStore directory (avayaPcKeystore4 for PDS
4.0 and avayaPcKeystore5 for PDS 5.x, for
example).
IMPORTANT: The name that you type in the
Keystore File field must match that of the file you
copy to the ContactStore directory.

IOR String Type the name of the Interoperable Object


Reference (IOR). The name must be prefaced by the
letters IOR.
You can decode the IOR string for testing purposes
to check the options set by Avaya. Use the following
link http://www2.parc.com/istl/projects/ILU/
parseIOR/.

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

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Chapter 3 - Avaya Proactive Contact Configure the Avaya Proactive Contact Adapter

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.

Multibox Dialer Install

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

Backup Event Backup for the above.


Server

Backup Event Backup for the above.


Server Hostname

5 Click Save.
6 Select the adapter in the left-hand pane and click the Start button to start the
adapter.

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Chapter 3 - Avaya Proactive Contact Call Flows

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.

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Chapter 3 - Avaya Proactive Contact Call Flows

 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.

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Chapter 3 - Avaya Proactive Contact Maintenance

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.

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Chapter 3 - Avaya Proactive Contact Troubleshooting

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

Could Not Connect to the ServiceID


Issue: This error message in the Avaya PDS Adapter log indicates that the adapter is
unable to communicate with the Avaya Proactive Contact Server.
Cause: Avaya PDS Adapter improperly configured in the Recorder Manager.
Resolution: Use Recorder Manager to view the Avaya PDS adapter configuration
information and verify that the Avaya PDS Service ID, Login Name, and Login
Password match the information provided by the customer’s Avaya PDS Server
Administrator.
Cause: Avaya Proactive Contact Server hostname wrong in TSLIB.INI.
Resolution: Use the TS Test application installed with the TSAPI client (Start >
Programs > TS Win32 Client > TS Test) to verify connectivity to the Avaya PDS
Server. If the TS Test application is unable to communicate with the Avaya PDS Server,
verify that the hostname in the TSLIB.INI is correct (Start > Programs > TS Win32
Client > Edit TSLIB.INI).
Cause: Network problem between the Integration Service and the Avaya Proactive
Contact Server.
Resolution: Verify network connectivity between the Integration Service and the Avaya
PDS Server using the hostname information provided by the customer’s Avaya Proactive
Contact Server Administrator.
Cause: The Avaya server link is not presently functioning.
Resolution: Request that the customer’s Avaya Proactive Contact Server Administrator
verify that the Avaya server link is currently operational.

SSL Factory Cannot Be Initialized


Issue: SSL Factory cannot be initialized.
Cause: Bad certificate.
Resolution: Do the following:
1 Stop the Recorder Integration Service.
2 Install the proper certificate file on the server.
3 Ensure that PDS adapter in Recorder Manager is pointing to the correct file.

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Chapter 3 - Avaya Proactive Contact Unable to Connect to the Avaya Dialer

4 Start the Recorder Integration Service.

Unable to Connect to the Avaya Dialer


Issue: The Integration Service adapter for the Avaya dialer will not connect to the
dialer, or the adapter continuously restarts.
Cause: This may occur for any of the following reasons:
 Incorrect Event Server Username or Password in Avaya Dialer Adapter
Configuration, page 104
 Bad IOR string, page 104
 Incorrect or Missing Keystore File Name, page 105
 Incorrect Keystore File Version, page 105
 Unable to Reach the Dialer, page 106
 Adapter Continuously Restarting Because the Heartbeat was not Received
from the Dialer, page 106

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.

[BaseAdapte|172C|I] 2013/02/07 11:54:03.468 Starting AvayaPDSAdapter<Avaya


PDS Adapter>
[BaseAdapte|172C|I] 2013/02/07 11:54:03.468 Avaya Dialer Adapter
[BaseAdapte|172C|I] 2013/02/07 11:54:03.483 DialerVersion=50
[BaseAdapte|172C|I] 2013/02/07 11:54:03.483
IOR=IOR:010000002b00000049444c3a6f6d672e6f72672f436f734e616d696e672f4e616d6
96e67436f6e746578744578743a312….10000000000140000000800000001e3a7008600a15a
[BaseAdapte|172C|I] 2013/02/07 11:54:03.483 Keystore=avayaPcKeystore
[AvayaORB |172C|I] 2013/02/07 11:54:03.824 ORB TypeID <IDL:omg.org/
CosNaming/NamingContextExt:1.0>
[AvayaORB |172C|I] 2013/02/07 11:54:03.827 SSLProfile <QAAVAYAPCHARD1/
10.156.7.68:23201>
[BaseAdapte|172C|I] 2013/02/07 11:54:03.827 DialerHostName=QAAVAYAPCHARD1
[BaseAdapte|172C|I] 2013/02/07 11:54:03.827 BackupHostName=
[BaseAdapte|172C|I] 2013/02/07 11:54:03.827 UserName=client1
[AdapterMan|1980|I] 2013/02/07 11:54:03.829 AvayaPDSAdapter<Avaya PDS
Adapter> reports <Started>
[CallTracke|1AD4|D] 2013/02/07 11:54:03.829 AvayaPDSAdapter/Dialer
CallTracker<Avaya PDS Adapter/Avaya PDS> ProcessAgentLogonEvents<true>
[BaseAdapte|1510|I] 2013/02/07 11:54:03.836 Checking if dialer server
<10.156.7.68> is reachable on the network...
[BaseAdapte|1510|D] 2013/02/07 11:54:03.836 Check if <10.156.7.68> is
reachable from <vmxnet3 Ethernet Adapter>

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Chapter 3 - Avaya Proactive Contact Unable to Connect to the Avaya Dialer

[BaseAdapte|1510|D] 2013/02/07 11:54:03.837 Interface IP<10.156.4.135>


[AvayaORB |1510|I] 2013/02/07 11:54:04.951 <AvayaPDSAdapter-Avaya PDS
Adapter_10.156.4.135> - Trying to connect to Name Service using IOR
[AvayaORB |1510|D] 2013/02/07 11:54:05.422 <AvayaPDSAdapter-Avaya PDS
Adapter_10.156.4.135> - Failed to resolve from interface <10.156.4.135>:
org.omg.CosNaming.NamingContextPackage.NotFound: IDL:omg.org/CosNaming/
NamingContext/NotFound:1.0
[AvayaORB |1510|H] 2013/02/07 11:54:05.422 Trying to find matching
<QAAVAYAPCHARD1> NameContext
[AvayaORB |1510|H] 2013/02/07 11:54:05.442 <AvayaPDSAdapter-Avaya PDS
Adapter_10.156.4.135> <10.156.4.135> Match found for <QAAVAYAPCHARD1> :
<qaavayapchard1> NameContext
[AvayaORB |1510|I] 2013/02/07 11:54:05.452 <AvayaPDSAdapter-Avaya PDS
Adapter_10.156.4.135> - Logging into EventServer
[AvayaORB |1510|I] 2013/02/07 11:54:05.535 <AvayaPDSAdapter-Avaya PDS
Adapter_10.156.4.135> - Subscribing to events
[AvayaORB |1510|I] 2013/02/07 11:54:05.719 <AvayaPDSAdapter-Avaya PDS
Adapter_10.156.4.135> - Connection to dialer established.
[AvayaPDSPr|08E4|H] 2013/02/07 11:54:11.410 AvayaPDSAdapter<Avaya PDS
Adapter> received heartbeat from Avaya PDS
[AvayaPDSPr|08E4|H] 2013/02/07 11:54:17.390 AvayaPDSAdapter<Avaya PDS
Adapter> received heartbeat from Avaya PDS
[AvayaPDSPr|08E4|H] 2013/02/07 11:54:23.395 AvayaPDSAdapter<Avaya PDS
Adapter> received heartbeat from Avaya PDS

Incorrect Event Server Username or Password in Avaya Dialer Adapter


Configuration
The following error indicates that incorrect credentials are being used for login attempts
to the Event Server:
[AvayaORB |1A90|I] 2013/02/07 11:58:42.919 <AvayaPDSAdapter-Avaya PDS
Adapter_10.156.4.135> - Logging into EventServer
[BaseAdapte|1A90|E] 2013/02/07 11:58:45.366 Exception caught calling
connect<com.witness.adapters.AvayaPDS.pds40.EventServer.ESError:
IDL:avaya.com/EventServer/ESError:1.0>

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).

TIP If the dialer adapter configuration is correct, it may be possible to resolve


this issue by adding the hostname and IP of the Integration Service server
to the dialer’s Hosts file.

Bad IOR string


The following errors indicate a bad interoperable object reference (IOR) string.
[AvayaORB |0864|E] 2013/02/07 13:29:10.335 Exception Parsing IOR string
<IOR:010000005c00000049444c3a6f6d672e6f72672f436f734e616d696e672f4e616d696e

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Chapter 3 - Avaya Proactive Contact Unable to Connect to the Avaya Dialer

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.

Incorrect or Missing Keystore File Name


The following error indicates that the keystore file may be missing, or that the keystore
file name configured in the Avaya dialer adapter settings is incorrect.
[BaseAdapte|035C|E] 2013/02/07 14:02:28.513 Exception caught calling
connect<java.lang.RuntimeException: SSL support is on, but the ssl socket
factory can't be instantiated (null)!>
[BaseAdapte|035C|E] 2013/02/07 14:02:28.514
org.jacorb.orb.giop.TransportManager.configure(TransportManager.java:129)

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).

Incorrect Keystore File Version


The following errors indicate that the keystore file version is incorrect.
[AvayaORB |1A74|I] 2013/02/07 14:07:56.991 <AvayaPDSAdapter-Avaya PDS
Adapter_10.156.4.135> - Trying to connect to Name Service using IOR
[AvayaORB |1A74|D] 2013/02/07 14:07:57.417 <AvayaPDSAdapter-Avaya PDS
Adapter_10.156.4.135> - Failed to connect from interface <10.156.4.135>:
org.omg.CORBA.COMM_FAILURE: IOException:
javax.net.ssl.SSLHandshakeException:
sun.security.validator.ValidatorException: Certificate signature validation
failed vmcid: 0x0 minor code: 0 completed: No
[BaseAdapte|1A74|E] 2013/02/07 14:07:57.417 Exception caught calling
connect<org.omg.CORBA.COMM_FAILURE: IOException:
javax.net.ssl.SSLHandshakeException:
sun.security.validator.ValidatorException: Certificate signature validation
failed vmcid: 0x0 minor code: 0 completed: No>
[BaseAdapte|1A74|E] 2013/02/07 14:07:57.417
org.jacorb.orb.etf.ConnectionBase.to_COMM_FAILURE(ConnectionBase.java:129)

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.

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Chapter 3 - Avaya Proactive Contact Dialer Adapter Restart Delay

Unable to Reach the Dialer


The following error indicates that the Integration Service is unable to reach the dialer.
[AdapterMan|0600|I] 2013/02/07 14:46:18.294 AvayaPDSAdapter<Avaya PDS
Adapter> reports <Started>
[BaseAdapte|15DC|E] 2013/02/07 14:46:18.295 Exception caught calling
connect<java.net.UnknownHostException: QAAVAYAPCHARD1>

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.

Adapter Continuously Restarting Because the Heartbeat was not


Received from the Dialer
The following errors indicate that the Integration Service did not receive a heartbeat
from the dialer:
[BaseAdapte|1788|E] 2013/02/07 14:26:10.453 Keep alive not received, shutting
down
[BaseAdapte|1788|E] 2013/02/07 14:26:10.453 Exception caught heartbeat
thread<java.io.IOException: Heartbeat response not received>
[AlarmServi|1788|W] 2013/02/07 14:26:10.453 RaiseAlarm<AdapterLinkDown>
Instance<Avaya PDS Adapter> Params<Avaya PDS Adapter, Avaya Predictive
Dialer-QAAVAYAPCHARD1, ie-qa2k8-11, Heartbeating failed>

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.

Dialer Adapter Restart Delay


Issue: There is a delay when attempting to restart the dialer adapter.
Cause: The Avaya Proactive Contact dialer cannot accept any new clients.
Resolution: A limited number of clients can be connected to the Avaya dialer
concurrently. This is a known dialer limitation.
The default number of clients that can be connected to the Event Service is 20. This is
the number recommended by Avaya, and it is configured on the dialer in the master.cfg
file (as MAXESCLIENTS).
Avaya dialers have a known issue wherein the counter for the connected clients is not
cleared, even when the client is already disconnected from the dialer. Therefore, when
the internal client records in the dialer reach the limit, no additional clients are able to
connect the dialer. To refresh the list of connected clients you must restart the dialer.

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Chapter 4

Avaya Aura Contact Center

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.

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Chapter 4 - Avaya Aura Contact Center Limitations/Known Issues

Limitations/Known Issues
The Avaya Aura server does not provide sufficient information to determine call
direction.

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Chapter 4 - Avaya Aura Contact Center Licensing

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.

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Chapter 4 - Avaya Aura Contact Center Configuration Checklist

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.

Done? Task More Information

 1 Information Required from Customer.


Verint requires that the customer provide the following
pieces of information via the Site Preparation Checklist.

 a. Avaya Communication Server must be installed with Install the TSAPI


the TSAPI Client—Must be provided and installed by Client on page 112
the customer.

 2 Configure the Recorder and Integration Service via


Enterprise Manager and Recorder Manager.

 a. Create a Phone data source for Avaya.

 b. Create a Member Group with settings specific to the


recording type at right.

 3 Configure one or more CTI adapters. CTI Adapters, page 113

 4 For advanced deployments, complete any additional


configuration.

 5 Place a test call to an extension that is set to Record


(either because of an extension recording mode or
Business Rule).

 a. If the call is not recorded or can’t be replayed, General


troubleshoot. Troubleshooting,
page 170

 6 Configure Screen Recording (if required). Recorder Configuration


and Administration
Guide

 7 Configure Redundant Recorder Integration Services (if Configure High


required). Availability, page 147

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Chapter 4 - Avaya Aura Contact Center Configuration

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.

Install the TSAPI Client


1 On the Recorder, stop the WATCHDOG service.
2 Stop all services that begin with ‘Recorder’ except the Recorder Tomcat. Do not stop
the Recorder Tomcat service.
3 Install the TSAPI client.
a. On the Welcome screen, click Next.
b. In the Telephony Services Setup Options dialog box, make any site-specific
changes and then click Next.
c. In the TCP/IP Name Server Configuration dialog box, type the hostname of the
Avaya CT server (last part of Avaya CT Service ID) and click Next.
d. The installation process will copy files onto the machine
Note: If prompted to overwrite the LIBEAY32.DLL and SSLEAY.DLL files,
including the SYSTEM32 folder, do not overwrite the files.
e. The install will display a dialog box indicating that setup is complete. Click OK to
exit the installation.

The TSAPI client installation is now complete.

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Chapter 4 - Avaya Aura Contact Center Recorder 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. 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.

Configure the Recorder


Create a Phone data source for Avaya as described in the Recorder Configuration and
Administration Guide.

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:

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Chapter 4 - Avaya Aura Contact Center Configure the Avaya Aura Adapter

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.

Description Type a description of the adapter (optional).

Adapter Type A read-only field that lists the adapter selected above.

Startup Type Select a startup type: Automatic, Manual, or Disabled.

DataSource Select a data source.

Next proceed to the appropriate section below to learn more about the settings specific
to that adapter.

Configure the Avaya Aura 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 IP Address An IP address (not hostname) on the local Integration


Service machine that is visible to the CCT server.

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.

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Chapter 4 - Avaya Aura Contact Center Configure the Avaya CT Adapter

Default Tagging by the Tagging Only Adapter


Tagging Only adapters must be used in conjunction with another CTI adapter. All
standard attributes come from the controlling CTI adapter, while those from the Tagging
Only adapter are treated as custom data.
In AACC with CCT, when in Tagging Only mode using the Avaya Aura adapter, this
particular integration treats the ANI, Calling Party, CLI, DNIS, and Queue values a little
differently, and overwrites the ones from the CTI adapter with those from the Tagging
Only adapter in order to provide the correct 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.

Configure the Avaya CT Adapter

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.

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Chapter 4 - Avaya Aura Contact Center Maintenance

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.

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Chapter 4 - Avaya Aura Contact Center Troubleshooting

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.

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Chapter 5

Avaya Interaction Center

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

Unzip the files and place them in:


%IMPACT360SOFTWAREDIR%\ContactStore\lib\

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Chapter 5 - Avaya Interaction Center Switch Specifications

NOTE The system must be recording prior to IC integration.

Avaya IC Web Services Interface Requirements


Below are the requirements for the IC Web Services Interface.
 Set up Avaya Web Services server and Workflow server in AIC Manager.
 Create and configure Avaya IC Workflow on the IC system. This allows Web Services
to respond to requests with the EDU ID as key and the EDU attributes supplied by
the customer.
 Configure a dedicated Login ID for the Recorder vendor with Operator privileges.
This login ID must be configured as Password never expires and Force password
change on login must be deselected.

Custom Data Fields


For the Custom Data fields that are populated by CTI data (up to 75 fields; default string
length is 15 characters), the customer must provide the exact string in the CTI event
carrying the information and to which Custom Data the CTI data must be mapped. For
more information on Custom Data, see the Recorder Configuration and Administration
Guide.

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Chapter 5 - Avaya Interaction Center Limitations/Known Issues

Limitations/Known Issues
There are no known issues at this time.

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Chapter 5 - Avaya Interaction Center Configuration Checklist

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).

Done? Task More Information

 1 Information Required from Customer.


Verint requires that the customer provide the following
pieces of information via the Site Preparation Checklist.

 a. The list of EDU attribute names to be tagged to


custom data fields on the segment records. This list is
required for the Web Services Workflow creation, to
be able to provide values when queried.

 b. Configured Login ID and Password

 c. IC server IP address

 d. IC Web Services port

 e. Workflow name

 f. EDU ID string format

 2 Configure the Recorder and Integration Service via


Enterprise Manager and Recorder Manager.

 a. Create a Phone data source for Avaya.

 b. Create a Member Group with settings specific to the


recording type at right.

 3 Configure one or more CTI adapters. CTI Adapters, page 126

 4 For advanced deployments, complete any additional Maintenance, page 129


configuration.

 5 Place a test call to an extension that is set to Record


(either because of an extension recording mode or
Business Rule).

 a. If the call is not recorded or can’t be replayed, General


troubleshoot. Troubleshooting,
page 170

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Chapter 5 - Avaya Interaction Center Configuration Checklist

Done? Task More Information

 6 Configure Screen Recording (if required). Recorder Configuration


and Administration
Guide

 7 Configure Redundant Recorder Integration Services (if Configure High


required). Availability, page 147

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Chapter 5 - Avaya Interaction Center Configuration

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.

Custom data tagging is performed as follows:


1 The system must be configured with Avaya TSAPI protocol for Avaya call recording.
The Avaya IC Web Service information is configured in the same switch.
2 When a call end message is received from the TSAPI link, the Integration Service:
a. Stops the current call recording.
b. Retrieves the User-to-User Information (UUI) value. This contains the Avaya IC
EDU ID that corresponds to the agent’s call.
c. Sends a query, using the EDU ID, to the Avaya IC Web Service to receive all
required custom data values.
3 The Web Service sends the query response:
 If successful, the Integration Service updates the custom data values on the
segment.
 If unsuccessful, no additional custom data is tagged and an error message is
logged in the default system logs.

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Chapter 5 - Avaya Interaction Center Switch Configuration

Switch Configuration

Install the TSAPI Client


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:
1 On the Recorder, stop the WATCHDOG service.
2 Stop all services that begin with ‘Recorder’ except the Recorder Tomcat. Do not stop
the Recorder Tomcat service.
3 Install the TSAPI client.
a. On the Welcome screen, click Next.
b. In the Telephony Services Setup Options dialog box, make any site-specific
changes and then click Next.
c. In the TCP/IP Name Server Configuration dialog box, type the hostname of the
Avaya CT server (last part of Avaya CT Service ID) and click Next.
d. The installation process will copy files onto the machine
Note: If prompted to overwrite the LIBEAY32.DLL and SSLEAY.DLL files,
including the SYSTEM32 folder, do not overwrite the files.
e. The install will display a dialog box indicating that setup is complete. Click OK to
exit the installation.

The TSAPI client installation is now complete.

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.

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Chapter 5 - Avaya Interaction Center Configure the Recorder

h. 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.

Configure the Recorder


Create a Phone data source for Avaya as described in the Recorder Configuration and
Administration Guide.

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.

Description Type a description of the adapter (optional).

Adapter Type A read-only field that lists the adapter selected above.

Startup Type Select a startup type: Automatic, Manual, or Disabled.

DataSource Select a data source.

Next proceed to the appropriate section below to learn more about the settings specific
to that adapter.

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Chapter 5 - Avaya Interaction Center Configure the Avaya IC Web Services Adapter

Configure the Avaya IC Web Services Adapter

Field Description

IC Server Hostname The hostname or IP address of the IC server. The default is


server.

IC Web Services Port The port of the web service as configured on the IC server. The
default is 9800.

IC Login ID The dedicated IC login ID for the Recorder vendor with


Operator privileges. This login ID must be configured as
"Password never expires," and “Force password change on
login” should be deselected.

IC Login Password The password for the user described above.

IC Workflow The name of the Workflow configured on the IC system by


Avaya professional services. This Workflow should be able to
respond to requests with the EDU id as the key, and EDU
attributes supplied by the customer.

EDU ID String The EDU ID parameter format sent in the request message.
The default is edu_id.

Configure the Avaya CT Adapter

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.

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Chapter 5 - Avaya Interaction Center Configure the Avaya CT Adapter

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).

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Chapter 5 - Avaya Interaction Center Maintenance

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.

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Chapter 6

Avaya NES Meridian


Succession

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.

Switch with Switch Interface/Middleware

For TDM Trunk or Station Side

Meridian 1 communication system (TDM Symposium Call Center Server/Contact


only)/ Succession 1000M, Succession Center with AML Link (formerly
1000M, CS1000 Symposium Link)

Symposium Call Center Server/Contact


Center with AML Link

CT Connect with Symposium Call Center


Server/Contact Center

Genesys T-Server SDK


Note: T-Server T-Library C-API is no
longer supported by Genesys. SDK
adapter should be used exclusively.

ICM

Avaya Aura Contact Center with AML Link

For IP Interception

Meridian 1 communication system (TDM Symposium Call Center Server/Contact


only)/ Succession 1000M, Succession Center with AML Link
1000M, CS1000
Avaya Aura Contact Center with AML Link

For Duplicate Media Streaming (DMS)/IP Delivery

CS1000, Succession 1000/M, Meridian 1 Symposium Call Center Server/Contact


Center with AML Link

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).

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Chapter 6 - Avaya NES Meridian Succession Phoneset Requirements

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.

The following apply to DMS environments:


 You require Avaya NES IP Client Phase 2 phone sets loaded with firmware that
supports DMS.
 On the switch, in LD 17, the IPIE parameter must be set to YES (it is set to NO by
default).
 On the switch, in LD 20, change the CLS on the set from
 Recording Denied (RECD) to Recording Allowed (RECA), for switch versions 7.5
and higher.
 IP Phone Call Recording Denied (ICRD) to IP Phone Call Recording Allowed
(ICRA), for earlier switch versions.
 In addition, IAPG must be set to 1.
Refer to the associated Avaya NES documentation for more information.

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Chapter 6 - Avaya NES Meridian Succession Limitations/Known Issues

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.

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Chapter 6 - Avaya NES Meridian Succession Configuration Checklist

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).

Done? Task More Information

 1 Information Required from Customer.


Verint requires that the customer provide the following
pieces of information via the Site Preparation Checklist.

 a. List of agent extension numbers to be recorded.

 b. List of agent IDs for the agents to be recorded.

 c. Trunk spans to be recorded (for Trunk-Side TDM).

 d. ACD Queues.

 e. Symposium Server, Contact Center, CT Connect, or


Genesys server with extensions and ACD Queues
configured.

 f. For Symposium/Aura only:

 i. Symposium Server or Contact Server host name.

 ii. Meridian 1 Machine Name (Machine ID from


Contact Center server, usually SL16).

 iii. Meridian 1 Customer Number (Switch Customer


Number from Contact Center Server Information
Screen).

 iv. T-Server port.

 v. Secondary T-Server port.

 g. For CT Connect:

 i. CT Connect T-Server host name.

 ii. Link Logical Id (the logical identifier for the


switch). The identifier must match the Logical
Identifier for the Switch Link, as configured on
the CT Connect server.

 iii. CT Connect software typically includes a


hardware dongle. This dongle is required on site.

 h. For Genesys:

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Chapter 6 - Avaya NES Meridian Succession Configuration Checklist

Done? Task More Information

 i. A Genesys Server with agent extensions and ACD


Queues configured.

 ii. Network name of the Genesys T-Server.

 iii. T-Server Port on which Genesys T-Server for


Avaya NES listens for connections.

 iv. Secondary T-Server Hostname [if applicable]


(Network name of secondary Genesys T-Server).

 v. Secondary T-Server Port [if applicable] (port on


which secondary Genesys T-Server for Avaya NES
listens for connections).

 2 Configure the Recorder and Integration Service via Recorder Configuration


Enterprise Manager and Recorder Manager. and Administration
Guide

 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

 b. Create a Member Group for the data source created


above.

 3 Configure one or more CTI adapters. CTI Adapters, page 139

 4 For advanced deployments, complete any additional Advanced Deployments,


configuration. page 143

 5 Place a test call to an extension that is set to Record


(either because of an extension recording mode or
Business Rule).

 a. If the call is not recorded or can’t be replayed, Troubleshooting,


troubleshoot. page 145

 6 Configure Screen Recording (if required). Recorder Configuration


and Administration
Guide

 7 Configure Redundant Recorder Integration Services (if Configure High


required). Availability, page 147

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Chapter 6 - Avaya NES Meridian Succession Configuration

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

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Chapter 6 - Avaya NES Meridian Succession Recorder Configuration

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.

Configure the Recorder


Create an Avaya NES Phone data source as described in the Recorder Configuration and
Administration Guide.
Next, use the directions in one of the following sections to create the correct member
group for your environment:
 TDM Trunk or Station Side on page 138
 VoIP Interception on page 138
 IP Delivery/Duplicate Media Stream on page 139
For all environments, configure the NES CDN within the Phones tab of the data source
(click Create Range). Specify the NES Position Id as the Primary Extension and the DN
as a Secondary Extension. If the phone does not contain a Position Id, then configure
the first DN as the primary extension.

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Chapter 6 - Avaya NES Meridian Succession Configure the Recorder

NOTE Note that secondary extensions are not supported in Real-time


Monitoring.

TDM Trunk or Station Side


When using an Avaya NES switch integration via the Symposium, CT Connect, or
Genesys adapters in a TDM deployment, create either a Compliance Station Extension
Group or Compliance Trunk Span member group.

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).

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Chapter 6 - Avaya NES Meridian Succession CTI Adapters

IP Delivery/Duplicate Media Stream

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

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Chapter 6 - Avaya NES Meridian Succession Symposium Adapter

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.

Description Type a description of the adapter (optional).

Adapter Type A read-only field that lists the adapter selected above.

Startup Type Select a startup type: Automatic, Manual, or Disabled.

DataSource Select a data source.

Next proceed to the appropriate section below to learn more about the settings specific
to that adapter.

Symposium Adapter

Field Description

Symposium Server The host name or IP address of the Symposium server.


Hostname The default is server.

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.

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Chapter 6 - Avaya NES Meridian Succession CT Connect Adapter

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.

Adapter Library Select the Adapter Library Version (3 or 6) from the


Version dropdown list.

Username If you select 6 as the Adapter Library Version, specify a


username.

Password If you select 6 as the Adapter Library Version, specify a


password.

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.

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Chapter 6 - Avaya NES Meridian Succession Genesys Adapter

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.

Use Secondary Select this check box to use a failover server.


Server for failover

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.

Unique Global Call Used to associate multiple calls together in a consult,


ID conference, transfer or other multi-call scenario. Select one of
the following:
NetworkCallID/NetworkNodeID
CallID
ConnID
Other
Note | Although NetworkCallID/NetworkNodeID is an
option for this field, there is a known issue with Genesys SDK
version 8.0 where this ID won’t work as the Unique Global Call
ID.

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.

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Chapter 6 - Avaya NES Meridian Succession Advanced Deployments

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.

Send Recording Select this option to send a recording indication to Genesys.


Indication To
Genesys

Recording Status Enter the Recording Status Key Name.


Key Name

Recording Status Enter the Recording Status Value.


Value

Primary Enter the Primary Recording INUM Key Name.


Recording INUM
Key Name

Contact ID Key Enter the Contact ID Key Name.


Name

Advanced Deployments

Genesys Standby Support


The Recorder supports both Hot Standby and Warm Standby deployments of T-Server,
but the behavior will be different.
In a Warm Standby deployment, when the primary T-Server goes down, Recorder
Manager reconnects to the secondary T-Server and any current recording is stopped.
In a Hot Standby deployment, the move to the secondary T-Server is seamless, and
recording continues.

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Chapter 6 - Avaya NES Meridian Succession Maintenance

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.

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Chapter 6 - Avaya NES Meridian Succession Troubleshooting

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.

Adapter Not Receiving CTI Events


Issue: The Integration Service is not receiving CTI events for a given device.
Cause 1: AST flag not set on the phoneset.
Resolution: Ask the customer’s Avaya NES switch Administrator to verify that the AST
flag on the phoneset has been set for the DN/Position ID in question. This is necessary
in order for the adapter to monitor the DN/Position ID appearances (and therefore
receive CTI events).
Cause 2: Meridian 1 Machine Name and Customer Number not configured properly.
Resolution: Use Recorder Manager to view the Symposium adapter configuration
information and verify that the Meridian 1 Machine Name and Meridian 1 Customer
Number match the information provided by the customer's Contact Center Server
Administrator.
Cause 3 (CT Connect only): ctcMonMaxExceeded error reported by CT Connect T-
Server.
Resolution: The number of monitored channels has exceeded the maximum configured
on the switch or by the CT Connect T-Server. The following error message indicates this:
The number of channels being monitored has exceeded the maximum as defined on
the switch or by CTC. Check with your switch administrator for details of
the maximum number of monitors defined on your switch.
Refer to the CT Connect Installation and Administration Guide for details of how to use
the Control Program SET MONITORS command to change the maximum set by CT

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Chapter 6 - Avaya NES Meridian Succession Avaya NES DMS Log Debugging

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.

Avaya NES DMS Log Debugging


The Recorder Controller log contains information you can use to debug a particular call
using Avaya NES DMS.

NOTE The detail level must be set to DebugHigh.

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.

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Appendix A

Configure High Availability

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.

Before you begin


Review “Configure High Availability” in the Recorder Configuration and Administration
Guide.

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.

N+N Configuration for Avaya


When configuring member groups in N+N, (“Create and Edit Member Groups and
Extensions” in the Recorder Configuration and Administration Guide), the member group
settings you should choose for Avaya and Avaya NES are as follows.

NOTE It is only necessary to set a load balancing type for the following scenarios
where specified.

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Appendix A - Configure High Availability N+N Configuration for Avaya

Type Switch Primary Recorder Settings


Environment

Member Group Recorder Control


Type

VoIP Avaya IP Extension Pool Recorder Controlled


Interception
Avaya NES IP Extension Pool CTI Controlled
Note: In each
case, if using a
load balancer*,
set a load
balancing type
of Media Only or
Media with
Signaling, and
refer to the
specific
guidelines set
out in the
previous section.
If you require a
higher channel
count than that
of a single
Recorder, use
Shared
Interception as
the load
balancing type.

VoIP Delivery Avaya (DMCC) Multiple Multiple


Registration Registration Control
Extension Pool

TDM Trunk Both Compliance Trunk Recorder or CTI


Span Controlled

Station Tap Both Compliance Station Recorder or CTI


Extension Group Controlled

* 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.

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Appendix A - Configure High Availability N+M

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.

Choosing a Location for your Primary Integration Service in N+M


You may find it optimal to designate that the primary Recorder Integration Service be
that of the M Recorder, and the secondary Recorder Integration Service as that of the N
Recorder. In this configuration, the loss of the N Recorder means that the M system will
pick up immediately as it is already designated as primary. A loss of the M recorder will
cause tagging loss for a time, but recording will continue on the N Recorder. Mastership
of the Recorder Integration Service will then change to the N Recorder and tagging will
commence.
In N-Dedicated M-Shared environments, you should never designate the Recorder
Integration Service on the N-Dedicated Recorder as primary, thereby collocating these
resources and creating a single point of failure. Failure of the CTI adapter on the N
Recorder will cause the loss of all softphones (both dedicated and shared) and it will
take time to transition over to the secondary Recorder Integration Service.

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.

The following sections cover N+M redundancy configuration specific to Avaya


integrations:
 N+M Redundancy Configuration for Avaya on page 150
 N+M Redundancy for Avaya NES on page 158

N+M Redundancy Configuration for Avaya


In the Avaya Communication Manager environment, redundancy is achieved using
DMCC. The switch is VoIP-enabled via hardware that includes the Media Processors, and
CLAN cards or Processor Ethernet boards for VoIP signaling.

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Appendix A - Configure High Availability N (Dedicated) M (Shared)

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.

IMPORTANT Configuring N (dedicated) units in Application mode prevents channel/unit


recovery after failover.
Configuring M (shared) units in Performance or Liability mode may cause
the system to record short calls without audio.

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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Appendix A - Configure High Availability N (Dedicated) M (Shared)

N Dedicated + M Shared

Delivery N Recorder M Recorder


Mode
Member Group Recorder Member Group Recorder
Control Type Control Type

IP SO + IP 1) Extension Service 1) Extension Single Step


SSC Recording Observe Recording Conference
Resource Resource
2) Dedicated 2) Selective
Extension Pool Extension Pool
Add all of the Add the same
DNs you want to DNs to this
record to this member group,
member group, and associate it
and associate it with the
with the Extension
Extension Recording
Recording Resource above.
Resource above.

TDM Station Compliance Recorder or 1) Extension Single Step


Side + IP Station CTI Controlled Recording Conference
SSC Extension Resource
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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Appendix A - Configure High Availability N (Dedicated) M (Shared)

N Dedicated + M Shared

TDM Trunk Compliance Recorder or 1) Extension Service


side + IP SO Trunk Span CTI Controlled Recording Observe
Resource
2) Selective
Extension Pool
Add the same
DNs to this
member group,
and associate it
with the
Extension
Recording
Resource above.

SIP Trunk + Gateway Side Recorder 1) Extension Single Step


IP SSC Correlation Controlled Recording Conference
Resource

2) Selective
Extension Pool
Add the same
DNs to this
member group,
and associate it
with the
Extension
Recording
Resource above.

Dedicated Multiple Multiple 1) Extension Single Step


Multiple Registration Registration Recording Conference
Registration Extension Pool Control Resource (for
+ Shared softphones)
SSC
2) Selective
Extension Pool
(for agent
phones)

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Appendix A - Configure High Availability N (Dedicated) M (Shared)

N Dedicated + M Shared

TDM Trunk Compliance Recorder or 1) Extension Single Step


side + IP Trunk Span CTI Controlled Recording Conference
SSC Resource
2) Selective
Extension Pool
Add the same
DNs to this
member group,
and associate it
with the
Extension
Recording
Resource above.

TDM Trunk Compliance Recorder or 1) Extension Service


side + IP SO Trunk Span CTI Controlled Recording Observe
Resource
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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Appendix A - Configure High Availability N (Dedicated) M (Shared)

N-Dedicated (SO) + M-Shared (SSC) DMCC Recording

IMPORTANT 1+1 Integration Service deployments with N+M Delivery environments


must use global resource allocation (which means that the Integration
Service is falling back to a recorder with which the extension is not
associated).
In these cases, if the default behavior is to delete a recording (this will be
the case in Application Controlled or Start at Trigger extension
recording modes), or if the CTI adapter is down and the Recorder Fallback
Type is set Never (meaning it will delete recordings when the adapter is
down), then the recordings will be deleted. This is also true of Selective
Service Observe and Selective Single Step Conferencing.

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.

NOTE Note that the Recorders are not paired.

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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Appendix A - Configure High Availability N+M All Shared

i. an Extension Recording Resource member group with a Recorder


Control Type of Single Step Conference.
ii. a Selective Extension Pool. Add the same DNs as in Step 9 (a., ii.) to this
member group, and associate it with the ‘M’ Extension Recording
Resource above.
10 For each N Recorder, create a DMCC adapter (see Avaya DMCC Adapter on
page 58), regardless of the adapters present in the Integration Service server.

N-Dedicated Multiple Registration + M-Shared (SSC) DMCC Recording


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.
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 Associate the Recorders with the Primary Integration Service.

NOTE Note that the Recorders are not paired.

5 Create a Phone data source of the type Avaya Communication Manager/


Definity and assign it to the primary Integration Service.
6 Create two member groups for each Recorder. The target extensions (those being
recorded) should be the same and should include the extension of the primary
device.
a. On the N Recorder, create a Multiple Registration Extension Pool member
group with a Recorder Control Type of Multiple Registration Control.
b. On the M Recorder, create
i. an Extension Recording Resource member group with a Recorder
Control Type of Single Step Conference.
ii. a Selective Extension Pool. Add the same DNs as in Step 9 (a., ii.) to this
member group, and associate it with the ‘M’ Extension Recording
Resource above.

N+M All Shared


In N+M All Shared, a pool of M recorders are all configured in the same way, with load
balancing—via the Integration Service or a 3rd party device—to distribute calls to the

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Appendix A - Configure High Availability N+M All Shared

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:

N+M All Shared

Scenario Supported Settings


Environments

N+M All Shared Avaya IP with  Extension Recording Resource


Delivery Single Step Member Group, containing
Note: It is not Conferencing softphones
necessary to set a  Selective Extension Pool Member
load balancing type Group
for any of these  Set the Recorder Control Type to
scenarios. Single Step Conferencing

Avaya IP with  Extension Recording Resource


Service Observe Member Group Settings, containing
softphones
 Selective Extension Pool Member
Group Settings
 Set the Recorder Control Type to
Service Observe
 In the Phone Data Source, specify
settings for Service Observe

Avaya TDM Service  Trunk Span Recording Resource


Observe Member Group Settings, containing
softphones
 Set the Recorder Control Type to
Service Observe
 In the Phone Data Source, specify
settings for Service Observe

N+M All Shared Avaya  IP Extension Pool Member Group


with Shared Settings
Interception (no  Set the Recorder Control Type to
Load Balancing) Recorder Controlled
 Set the Load Balancing type to
Shared Interception

SIP  IP Extension Pool Member Group


Settings
 Set the Recorder Control Type to
Recorder Controlled
 Set the Load Balancing type to
Shared Interception

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Appendix A - Configure High Availability N+M Redundancy for Avaya NES

N+M Redundancy for Avaya NES


N+M All Shared is supported for Avaya NES (that is, with the Nortel CS1000 DMS). Refer
to the Recorder Configuration and Administration Guide for basic instructions on setting
up N+M. The member group settings you should choose for Avaya NES deployments
depend on your environment. Refer to the following tables:

N+M All Shared

Scenario Supported Settings


Environments

N+M All Shared Avaya NES/Nortel  IP Extension Pool Member Group


Delivery CS1000 DMS  Set the Recorder Control Type to
Note: It is not Duplicate Streamed
necessary to set a
load balancing type
for any of these
scenarios.

N+M All Shared Avaya NES/Nortel  IP Extension Pool Member Group


with Load Balancing CS1000 DMS  Set the Recorder Control Type to CTI
Controlled
 Set the Load Balancing type to Media
Only

N+M All Shared Avaya NES/Nortel  IP Extension Pool Member Group


with Shared  Set the Recorder Control Type to CTI
Interception (no Controlled
Load Balancing)  Set the Load Balancing type to
Shared Interception

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Appendix A - Configure High Availability Recorder Integration Service Failover from Primary to Secondary

Recorder Integration Service Failover from


Primary to Secondary
For the Recorder Integration Service, health is measured by the CTI adapters configured
and running. If the Secondary Recorder Integration Service is determined to be
healthier than the Primary, then control is transferred to the Secondary. Once the
Primary regains equal or better health to the Secondary, the two services negotiate a
warm handover back to the Primary.
Failover from the Primary Integration Service to the Secondary will result in different
behavior depending on the environment.

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.

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Appendix A - Configure High Availability VoIP Delivery

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)

Avaya NES DMS


When the Recorder Integration Service detects a failure on a Recorder, it initiates a new
Duplicate Media Stream to one of the other Recorders configured to record that same
extension. Audio will be lost between the time the Recorder goes down (that is, when
the old streams are torn down) and when new streams are set up on the new Recorder.
Audio from before the failure may be lost if the Recorder fails in such a way that it
cannot write the saved data to disk. In many cases, the audio before the failure is
retained and stitched to the rest of the call.

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.

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Appendix A - Configure High Availability VoIP Interception

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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Appendix A - Configure High Availability Dialer

 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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Appendix A - Configure High Availability Fault tolerance

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).

Avaya DMCC Selective SO/SSC


The following are the behaviors for Avaya DMCC Selective SO/SSC environments.

Load Balancing of Softphone Registration


The master Integration Service is responsible for softphone registration of all selective
resources. Softphones are registered against the associated pool of Recorders based on
license capacity and delivery port availability. The Integration Service will not register
more softphones to a Recorder than the Recorder has channel capacity to record. A
softphone will only register against a Recorder within the associated pool. You can force
a softphone to always register with a specific Recorder by creating a pool of one (1)
Recorder.

Recorder Failover Behavior for Softphone Registration


If a Recorder goes down, the softphones associated with that Recorder will unregister
and become unavailable for recording. The softphones will attempt to register with any
other Recorder still running, within the pool, that has sufficient licensing to cover the
additional channels as per the process described above. If no Recorders are available for
the softphone to register with, the softphone remains in an unregistered state and the
system will try again.

Load Balancing of Softphone Resources


The master Integration Service is responsible for selecting a softphone to record the call
from the pool of available softphones. Typically, a softphone from the healthiest and
least utilized Recorder is selected.

NOTE Utilization for DMCC environments is defined by softphone utilization and


not by active recording consumption.

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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Appendix A - Configure High Availability Recorder Failover Behavior for New Calls

Recorder Failover Behavior for New Calls


If a Recorder goes down, the Integration Service will select a softphone resource that
continues to be registered with a running Recorder. If there are no available softphones
to record the call, the Integration Service will raise an alarm indicating that no resources
were available to record.

Recorder Failover Behavior for In-Progress Calls


If a Recorder goes down, the softphones associated with in-progress calls are
unregistered, and audio is lost from that point forward in the call.

Recorder Failover Recovery


When the Recorder recovers and softphones register back, in-progress calls without a
softphone allocation may be allocated a new softphone for recording, in an effort to
minimize recording loss. In-progress calls with an existing softphone allocation will not
move to the new Recorder.

Integration Service Failover


When the primary Integration Service fails or loses a CTI link, the secondary Integration
Service gains mastership and begins softphone registration. All in-progress calls will
experience audio loss during the transition. New calls will be recorded as softphones are
registered and become available. The softphone registration process can take several
minutes to recover, depending on the number of softphones to register. If both primary
and secondary Integration Service nodes fail or lose their respective DMCC links, no
further recording will take place.

Integration Service Failover Recovery


When the primary Integration Service recovers, mastership will transition back to the
primary Integration Service. This mastership transition entails the same cost as an
Integration Service failover (see above). It is recommended that customers with only
Selective DMCC recording disable the Return to Primary option on the Integration
Service pairing.

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Appendix A - Configure High Availability Avaya DMCC Dedicated SO/Multiple Registration

Avaya DMCC Dedicated SO/Multiple Registration


The following are the behaviors for Avaya DMCC Dedicated SO and Multiple Registration
environments.

Load Balancing of Softphone Registration


Dedicated DMCC softphone resources are assigned to a single Recorder for registration.
The Integration Service local to that specific Recorder is responsible for registering the
softphone to the local IP Recorder on the server. You must configure a DMCC adapter for
each dedicated Recorder, even if the Integration Service role is not enabled locally.

Recorder Failover Behavior for Softphone Registration


If a Recorder goes down, the softphones associated with that Recorder will unregister
and become unavailable for recording. The softphones will attempt to register with the
local Recorder continuously until successful.

Load Balancing of Softphone Resources


Dedicated DMCC resources are not load balanced, but assigned to a specific station for
recording. A station to record will be assigned to a single pool of dedicated resources
and one (1) resource from that pool will be used to record that station.

Recorder Failover Behavior for New Calls


If a Recorder goes down, all local softphone resources are unregistered and no further
recording for the associated stations will take place. Alternate redundancy options like
Selective DMCC can be used to record new calls.

Recorder Failover Behavior for In-Progress Calls


If a Recorder goes down, the softphones associated with in-progress calls are
unregistered and audio is lost from that point forward in the call. Additional redundancy
options like Selective DMCC will not engage to record in-progress calls.

Recorder Failover Recovery


When the Recorder recovers and softphones register back, the dedicated softphone
resources will register back and immediately attempt to begin recording. In-progress
calls will start recording audio as soon as registration is complete. If combined with
Selective DMCC, double recording may take place.

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Appendix A - Configure High Availability Integration Service Failover

Integration Service Failover


If the local Integration Service (which may not be an Integration Service node) or the
local DMCC adapter on the dedicated Recorder fail, all softphones local to the Recorder
will unregister and audio for in-progress and new calls will be lost. Failover of the
Integration Service nodes or CTI links will not have a direct impact on recording.

Integration Service Failover Recovery


When the local Integration Service or the local DMCC adapter on the dedicated Recorder
recover, softphone registration begins immediately and all associated stations will begin
to record.

Avaya NES DMS


The following are the behaviors for Avaya NES DMS environments.

Load Balancing of Recorders


The Integration Service nodes are responsible for sending the call to be recorded to a
Recorder. Typically an Integration Service will pick the heathiest and least utilized
Recorder. Each Integration Service is connected to all Recorders. For this reason, either
the primary or secondary Integration Service is capable of recording any call on any
Recorder. This means that if the primary goes down, the secondary can continue
distributing calls in exactly the same manner. If both Integration Services are lost, then
there will be no new calls recorded during this time period.

Recorder Failover Behavior for New Calls


If a Recorder goes down, the Integration Service will simply send any subsequent calls
to Recorders that are still running and that are not above capacity. If there is no capacity
on any of the Recorders, the Integration Service will raise an alarm indicating that no
additional resources could be found to record the call.

Recorder Failover Behavior for In-Progress Calls


In the case of a Recorder failure, the in-progress call will lose audio. The Integration
Service will not attempt to move the call to another Recorder.

Recorder Failover Recovery


When the Recorder comes back online, each of the Integration Services will connect to
it, and from that point forward calls may be recorded on that Recorder. Calls that are
currently in progress will not be moved to the new Recorder, as this would interrupt the
recording.

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Appendix A - Configure High Availability Integration Service Failover

Integration Service Failover


The master Integration Service is responsible for sending the selected Recorder
information to Avaya NES over the Symposium CTI link. Should the master Integration
Service or Symposium link fail, mastership will transition to the secondary Integration
Service. In-progress calls will continue to record at the selected Recorder.
New calls will be recorded by the secondary Integration Service.

NOTE Stopping the adapter is not the same as adapter failure and may result in
audio loss.

Integration Service Failover Recovery


When the primary Integration Service recovers, it will control and record new calls. In-
progress calls will continue to be recorded on the Recorders selected by the secondary.

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Appendix A - Configure High Availability Redundancy and Acme Packet SBC

Redundancy and Acme Packet SBC


This Acme Packet SBC solution provides redundancy on the SBC side, and an N+1
solution on the Recorder side.
Should a recorder fail, the Acme Packet SBC can be configured to automatically replicate
the active session to a backup recorder. This can be accomplished via a configurable SBC
SIP heartbeat feature.
N+1 on the Recorder means that there are "N" servers with a set of channels dedicated to
recording, "+1" server dynamically allocated as a backup should any part of group N become
unavailable.

IMPORTANT You must configure the SBC Call Recording Server (CRS) object for the
"+1" recorder as the Secondary Address for the "N" CRS objects.

NOTE SBC can only send traffic to one recorder at a time.

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.

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Appendix A - Configure High Availability Redundancy and Acme Packet SBC

 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.

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Appendix B

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

Avaya IP Calls in IP Analyzer-controlled


Recording Environments
In IP Analyzer-controlled recording environments, Avaya calls will not be recorded if the
configuration parameter “AlwaysForwardCallControlMessages” is left with the default
value “false” in the IPAnalyzerConfig.xml file.
In IP Analyzer-controlled recording, IP Analyzer processes control messages and the IP
Recorder processes RTP and RTCP. For Avaya calls, extension information will be
included in RTCP messages (this is the case in non-IP Analyzer controlled recording as
well). Since IP Analyzer does process the RTCP traffic, it will not be aware of associated
extensions and will not forward any of the analyzer messages (StartCall, StartStream,
etc.) to the recorder if the “AlwaysForwardCallControlMessages” parameter is set to the
default value of “false”.
To resolve this issue, complete the following steps:
1 Navigate to the ContactStore folder, in the install directory.
2 Open the IPAnalyzerConfig.xml file in a text editor such as Notepad.
3 Change the value of AlwaysForwardCallControlMessages to true.
Example:
<x:AlwaysForwardCallControlMessages>false</x:AlwaysForwardCallControlMessages>
would become:
<x:AlwaysForwardCallControlMessages>true</x:AlwaysForwardCallControlMessages>
4 Save the file.
5 In Recorder Manager, click Operations > Start and Stop.
6 Select the Recorder Analyzer Service and click Restart.

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Appendix B - General Troubleshooting Short IP Call Segments Not Recorded

Short IP Call Segments Not Recorded


The default configuration for the IP Recorder will omit call segments that are shorter
than two seconds long. This configuration exists because some IP phones have a
tendency to continue to transmit RTP after the call has ended, and this causes problems
with recording new calls that start immediately following a previous call. By default, a
phone must transmit two seconds worth of RTP before the IP Recorders views it as a real
call. Because of this, segments shorter than two seconds will not be recorded.
You can change this duration by adjusting the PacketsToIgnore setting in the
IPCaptureConfig.xml located in %IMPACT360SOFTWAREDIR%\ContactStore. Most VoIP
systems transmit 50 packets per second, so adjust this setting accordingly. Verint
recommends that you avoid making this setting smaller than 20 to avoid missing back
to-back call segments. Avaya NES systems are particularly problematic in this area so
Verint recommends leaving Avaya NES systems at 100 unless absolutely necessary.
<x:RTP>
<x:CallManagerExpress>disabled</x:CallManagerExpress>
<x:UseG729UntransmittedFrameCode>enabled</x:UseG729UntransmittedFrameCode>
<x:ActOnSSRCChange>enabled</x:ActOnSSRCChange>
<x:BreakOnSSRCChange>RTPDetection</x:BreakOnSSRCChange>
<x:PacketsToIgnore>100</x:PacketsToIgnore>
</x:RTP>

Integration Service Avaya and Avaya NES Integration with Recorder Guide 172

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