Avaya CTI Recording - How To Design
Avaya CTI Recording - How To Design
Avaya CTI Recording - How To Design
HOW TO DESIGN RECORDING FOR AVAYA PASSIVE & ACTIVE CTI RECORDING
This document is intended to provide an overview of the requirements for designing the CyberTech Recording Solutions for Avaya DMCC recording. This document applies to:
1. 2. 2.1 2.2 2.3 3. 3.1 3.2 3.3 3.4 3.5 3.6 3.7
Introduction ...........................................................................................................2 Overview................................................................................................................3 Recording Methods................................................................................................... 3 Active CTI VoIP Recording ........................................................................................ 3 Passive CTI Recording............................................................................................... 4
Features .................................................................................................................5 Overview of features ................................................................................................. 5 Record on Demand ................................................................................................... 6 Call Details ................................................................................................................ 6 Target Types ............................................................................................................. 7 Call Scenarios ............................................................................................................ 7 Supported Codecs ................................................................................................... 8 Resilience .................................................................................................................. 8 3.7.1 CTI Resilience .............................................................................................. 8 3.7.2 CTI Multilink AES (2N) ................................................................................. 8 3.7.3 CTI link failover to standby AES .................................................................. 9 3.7.4 Satellite Server (N+1)................................................................................. 10 3.8 Requirements from Avaya ....................................................................................... 11 3.9 Avaya Licensing....................................................................................................... 11 3.10 Requirements from CyberTech ............................................................................... 12 3.11 CTI Server Requirements ........................................................................................ 12 3.12 CyberTech Software Requirements ........................................................................ 12 4. 4.1 4.2 4.3 4.4 5. Avaya Recording Methods ................................................................................... 13 Service Observe ...................................................................................................... 13 Single Step Conferencing ....................................................................................... 14 Multiple Registrations ............................................................................................. 15 Comparison ............................................................................................................. 16 Certifications........................................................................................................ 17
1. Introduction
CyberTech delivers several Avaya passive & active CTI VoIP recording solutions. Each solution is highly reliable, easy to install and economical in use. Each solution uniquely enables organisations to achieve the highest levels of flexibility, quality assurance and liability protection while supporting existing hardware and infrastructure. This document is intended to provide an overview of the CyberTech Active IP Recording solution. Other methods for Avaya IP recording offered by CyberTech are: Passive IP Recording: IP recording using the SPAN port of the network switches and dependant on IP/MAC addresses for recording. Avaya SMS recording: Standard Avaya passive recording does not provide Extension details. The Avaya SMS interface offers real-time information of registered IP phones and corresponding Extensions. By connecting to the Avaya SMS interface a passive recording system based on Extension recording could be realized. This how to design is supported for the following recording methods Passive CTI Recording: Passive CTI Set Side Recording (including Passive VoIP) Passive CTI Trunk Side Recording Active CTI VoIP Recording: Service Observing Recording Single Step Conferencing Recording Multiple Registrations Recording Avaya With Avaya AES Release 3 the first third party call control possibilities were introduced called CMAPI (Call Manager API). In Avaya AES Release 3.1, extended capabilities were added and the CMAPI started to be referred to as Device, Media and Call Control API or DMCC. The latest Release 4 of AES has some additional capabilities. CyberTech CyberTech introduced Avaya DMCC recording with CyberTech Release 5. Avaya DMCC recording is available for CyberTech Myracle and CyberTech PRO. For Avaya DMCC recording, in addition to the standard CyberTech software, CTI Server software is needed for integration with the Avaya AES.
2. Overview
Active CTI recording methods use CTI to do the following: Detect call activity Control which calls are recorded, by duplicating the audio streams to the CyberTech Recording System Passive CTI Recording methods also use CTI to detect call activity, but now audio is captured using passive tapping at either a trunk or phone.
The following characteristics apply to all supported Active CTI VoIP Recording methods: Avaya Communications Manager (CM) manages the target extension. The calls involve up to six participants, which is the maximum as supported by CM. The client application handles the media streams to be recorded. Avaya AES controls the audio streams and call data. It uses the DMCC service to provide the required media control and the TSAPI service to communicate with the CTI recording system. Cradle to Grave - Each call received an unique call-ID. By searching on this call-ID a call can be traced from Cradle to Grave, including transfers.
System Features G729 Recording Format Call Marking (on the Handset)
Supported 9 9
Not supported
Remarks Supported by Avaya Installer Kit version 6.8.0 (and higher) Only supported for 'Multiple Registrations' (see section Fout! Verwijzingsbron niet gevonden.). Supported by Avaya Installer Kit version 6.16 (and higher) Multiple Registrations = Supported Single Step/Service Observe = Supported via phantom extension. Application (Keep/Delete) is supported on for all recording methods. Requires a desktop application that runs on Windows. Professional service, please contact sales for more information.
9 9
Supported by Avaya Installer Kit version 6.0.0 (and higher) Prerequisite: the 'Call Marking' feature must be enabled for the Multiple Registrations recording method Supported by Avaya Installer Kit version 6.8.0 (and higher)
1 3 2
4 1) 2) 3) 4) Call gets to the agent Agent presses ROD button (phantom call button) Conference to phantom extension Replication of RTP of the phantom extentions to the recorder
Name Last Cause Last Party in Call Originating ACD Ringing Party Targets Trunk ID
Supported 9 9 9 9 9 9
Not supported
Remarks
Recording: Analogue, Digital and VoIP phones. Operator consoles are not supported.
Target type Extension Supported 9 Not supported Remarks
Bridged Functionality with Multiple appearance Call Transfer Call Hold Call Conference Call Exclusion Call Pick-up Call Back Consecutive Calls
3.7 Resilience
Resilience typically offers the advantage of additional failover transparency in the event of component failure.
CTI
CTI
Satellite SAT
Audio (Encrypted)
Core Server Core The Core server is notified in case of a CTI server failure, the Core server will activate the Standby CTI Server
3.7.2 CTI Multilink AES (2N) This applies to call controller version 2 only
Multiple AES servers may exist within one telephony/recording environment. For the CyberTech Recording System to be able to support such a configuration, each of these AES servers must have its own target group. Recording will then require multiple CyberTech 'Device Link Module Controllers'. Two Link Controllers with Two AES Servers The Avaya AES allows two simultaneous connections. Per connection, a CyberTech CTI server is connected with a separate Link Controller. This configuration is considered two 'separate' recorders (also called '2N integration'), each of which requires a separate CTI license. Each link controller must have its own specific target group.
To accomplish this, you have to define a specific group of recording extensions (virtual IP phones) for each AES Server so each extension can be recorded.
1 per ACM
1 per ACM
1 per ACM
Active VoIP: SSC Licence IP_API_A / DMCC TSAPI Basic 1 softphone licence per virtual IP phone 1 per Target 1 per Virtual IP Phone 1 per Agent Hunt Group / ACD Split 1 per ACM
Active VoIP: SO 1 softphone licence per virtual IP phone 1 per Target 1 per Virtual IP Phone 1 per Agent Hunt Group / ACD Split 1 per ACM
Active VoIP: MR 1 softphone licence per virtual IP phone 1 per Target 1 per Agent Hunt Group / ACD Split
1 per ACM
ASAI Link Licensing: ASAI Link Core Capabilities required (set to 'y') ASAI Link Plus Capabilities not Required Check if enough DSP resources are available for the virtual devices using Service Observe or Single Step Conference.
3. Multiple server solution (Core +Satellite + CTI) 1- ( = depending on several parameters) 1 PCI(e) Short Size slot required per Satellite Server 3 Servers at minimum required (1 satellite server per 480 channels)
Advantages of MR It permits more participants in a single call than SO and SSC. Each call can be recorded. No additional slots are needed. No risk of insufficient devices when it is busy. Call Marking is supported.
Disadvantages of MR MR requires more specific configuration settings than SO and SSC. MR requires more recording devices/licences (one for each channel) than SSC. Recording of Call Master extensions is not possible. Due to missing softphone support for Call Master devices (missing internal loudspeaker) Not supported by all CM versions (see table below). Not all extension types are supported (see table below).
4.4 Comparison
The following table contains a feature comparison of the three Active CTI VoIP Recording methods described above. Call Recording Method Field Maximum number of Active participants in a recorded call Service Observing 6 minus the number of recording devices, so the absolute maximum is 5 with one recording device Single Step Conferencing Multiple Registrations
6 minus the number of 6 recording devices, so the absolute maximum is 5 with one recording device Yes No
Allows notification Yes message to be played to participants Additional TDM time slots consumed (assuming a single port network) Additional Media Processors consumed Association between target device and recording device Supported types of extension
1 per recording device 1 per recording device 0 - Listen/Talk FAC - Active participation 0 Listen only FAC 0 Silent participation
1 per recording device 1 per recording device 1 per recording device Typically one-to-one, but can be many-toone All Typically many-to-one One-to-one (or one-to-many) All DCP/ Avaya H.323 IP Softphones. *Call Master is not supported. AE Services 4.1 and higher, Communication Manager 5.0 and higher
AE Services 3.0 and higher, Communication Manager 3.0 and higher Target extension participation only 2 Communication Manager 4.0 and higher 1 Earlier releases
Records whole call or target extension participation only Maximum number of recording devices in a call
Whole call, from when Target extension the target extension participation only joins 6 minus number of 6 (one per participant) Active participants, so the absolute max. is 4, in a two party call Yes
Supports highly available Yes, if Multiple Device Yes (but at cost of call recording Registration is not available Active party possible to avoid the slots in cells) miss of the 1 second of a call.
5. Certifications
The CyberTech Recording Solutions Release 5 have been tested and certified by Avaya. Last Certification: Avaya's DevConnect Technical Team and has been officially accepted as compliant on September 30, 2009. CyberTech Avaya DevConnect, click here