Avaya Contact Recorder Planning Installation and Administration Guide

Avaya Contact RecorderRelease 10.0Planning, Installation and Administration Guide

Issue 4April, 2010

Confidential & ProprietaryInformation

2003 - 2010 Verint Systems Inc. All Rights Reserved. THIS AVAYA PRODUCT ('Product') CONTAINS CONFIDENTIAL AND PROPRIETARY INFORMATION OF VERINT SYSTEMS INC. USE OF THE PRODUCT INDICATES THE END USER'S ACCEPTANCE OF THE TERMS SET FORTH HEREIN AND THE GENERAL LICENSE TERMS AVAILABLE ON THE AVAYA WEBSITE AT http://support.avaya.com/LicenseInfo/ ('GENERAL LICENSE TERMS'). IN THE EVENT OF ANY CONFLICT OR INCONSISTENCY BETWEEN THE TERMS SET FORTH HEREIN AND ANY WRITTEN AGREEMENT WITH AVAYA AND/OR AVAYA EULA, THE TERMS OF SUCH EITHER WRITTEN AGREEMENT WITH AVAYA AND/OR AVAYA EULA SHALL GOVERN. IF YOU DO NOT WISH TO BE BOUND BY THESE TERMS, YOU MUST RETURN THE PRODUCT(S) TO THE POINT OF PURCHASE WITHIN TEN (10) DAYS OF DELIVERY FOR A REFUND OR CREDIT.Avaya grants End User a license within the scope of the license types described below. The applicable number of licenses and units of capacity for which the license is granted will be one (1), unless a different number of licenses or units of capacity is specified in the Documentation or other materials available to End User. 'Software' means the computer programs in object code, originally licensed by Avaya and ultimately utilized by End User, whether as stand-alone Products or pre-installed on Hardware. 'Hardware' means the standard hardware Products, originally sold by Avaya and ultimately utilized by End User.

License Type(s):"Channel" means a physical connection between or logical address associated with a recording device and an audio source."Enterprise" means a license to use, without limitation on the number of copies or users applicable to that End User, that Software within that End User's technical environment in conjunction with other Software licensed."Seat" means the number of uniquely identified work-stations (i) on which the Software is licensed to be installed, (ii) from or to which the Software will send or receive data, or (iii) about which the Software generates data. Any one or more of the foregoing, in the aggregate, applicable to a work-station shall qualify that work-station as a licensed Seat. Seat licenses are not concurrent, except that licenses relating to a work-station may be transferred to another work-station so long as such transfer is on a permanent basis."Server" means a license to install the Software on a single central computer server. "Site" means a license to use the Software at a physical End User location, without limitation on the number of copies or users applicable to that physical End User location.

Copyright:Except where expressly stated otherwise, the Product is protected by copyright and other laws respecting proprietary rights. Unauthorized reproduction, transfer, and or use can be a criminal, as well as a civil, offense under the applicable law.

Third-party Components: This computer program is protected by U.S. and international copyright laws, patent laws, and other intellectual property laws and treaties. Unauthorized use, duplication, publication and distribution of all or any portion of this computer program are expressly prohibited and will be prosecuted to the maximum extent provided by law. Your rights in this computer program are limited to the license rights granted under the license agreement executed by you in hardcopy form (or if none, by acceptance of the clickwrap terms included with this computer program). If needed, please contact your vendor for an additional copy of those terms. All other rights, title and interest are expressly restricted and retained by Verint Systems, Inc. and its licensors. Certain open source applications ("Open Source") may be included with this computer program. For specific ownership information and license rights relating to those open source applications, please see the "Free and Open Source Licensing Information" guide provided with your computer program, or contact your vendor for a copy of that guide. A license in each Open Source software application is provided to you in accordance with the specific license terms specified in their respective license terms. EXCEPT WITH REGARD TO ANY WARRANTIES OR OTHER RIGHTS AND OBLIGATIONS EXPRESSLY PROVIDED DIRECTLY TO YOU FROM VERINT, ALL OPEN SOURCE SOFTWARE IS PROVIDED "AS IS'' AND ANY EXPRESSED OR IMPLIED WARRANTIES, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE DISCLAIMED. IN NO EVENT SHALL THE OWNERS OF THE OPEN SOURCE SOFTWARE OR ITS CONTRIBUTORS BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES (INCLUDING, BUT NOT LIMITED TO, PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES; LOSS OF USE, DATA, OR PROFITS; OR BUSINESS INTERRUPTION) HOWEVER CAUSED AND ON ANY THEORY OF LIABILITY, WHETHER IN CONTRACT, STRICT LIABILITY, OR TORT (INCLUDING NEGLIGENCE OR OTHERWISE) ARISING IN ANY WAY OUT OF THE USE OF THE OPEN SOURCE SOFTWARE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGE.

Certain other software programs or portions thereof included in the Product may contain software distributed under third party agreements ('Third Party Components'), which may contain terms that expand or limit rights to use certain portions of the Product ('Third Party Terms'). Information identifying Third Party Components and the Third Party Terms that apply to them is available on Avaya's web site at: http://support.avaya.com/ThirdPartyLicense/. In addition, this product may contain the ReportNet application from Cognos Corporation. If so, you are granted a limited for use: (i) by an unlimited number of "Anonymous Users" to set personal preferences, view, run, schedule and output reports, subscribe to scheduled reports, create and manage personal folders, and personalize standard reports, and (ii) by one "Named User" (unless otherwise specified on this Order) to, in addition to the rights of an Anonymous User, use the Query Studio module.

Avaya fraud intervention: If you suspect that you are being victimized by toll fraud and you need technical assistance or support, call Technical Service Center Toll Fraud Intervention Hotline at +1-800-643-2353 for the United States and Canada. Suspected security vulnerabilities with Avaya Products should be reported to Avaya by sending mail to: [email protected]

Issue 4 April, 2010 3

Confidential and Proprietary Information

Avaya Contact RecorderRelease 10.0

Planning, Installation and Administration Guide

About This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11Intended audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12Summary of information included in this guide . . . . . . . . . . . . . . . . . . . . . . 12Conventions used in this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13Additional references . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Whats New. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17Server components. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Avaya Contact Recorder Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19Optional Server Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

End-User tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23Quality Monitoring. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23Bulk Search and Replay . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23Administration Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Recording Functionality . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25Sampled Recording for Quality Assessment . . . . . . . . . . . . . . . . . . . . . . 25Bulk Recording Modes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26Ad-hoc or Occasional Recording Modes . . . . . . . . . . . . . . . . . . . . . . . . 27Replay Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29Live Monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Recording Methods. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31Service Observe . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31Single-step Conference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35Conference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Miscellaneous . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37Beep Tone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37International support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37Liability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40Audio Format . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

G.711 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

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4 Avaya Contact Recorder Planning, Installation and Administration Guide


G.729A . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42Storage Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Storage at Each Recorder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43Quality Monitoring. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44Central Database Storage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45Archive Call Storage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45Backup Storage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Server Platform . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46Sizing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46DVD+RW / Blu-ray Drive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Network Issues. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51Load . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51Ports Used . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51Network Address Translation Routing . . . . . . . . . . . . . . . . . . . . . . . . . 51

Licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52Concurrent Bulk Recording Limit . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52Quality Monitoring Seat Limit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52Telephone Replay Channel Count . . . . . . . . . . . . . . . . . . . . . . . . . . . 52Dialer Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52Timed Trials . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Avaya system prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54Communication Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54Gateway Resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54AE Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55Expansion Interface Boards (TN570) . . . . . . . . . . . . . . . . . . . . . . . . . . 56C-LAN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56VoIP Resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57Multi-Connect Capacity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60DMCC (IP_API_A) Licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60TSAPI Licenses. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60VoIP Network Design . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

Topologies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62Bulk Recording System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62Quality Monitoring (only) System. . . . . . . . . . . . . . . . . . . . . . . . . . . . 62Bulk Recording + Quality Monitoring System . . . . . . . . . . . . . . . . . . . . . . 63Large Bulk Recording Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Integrating with other systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67Standardized Dialer Integrations . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67Supplementary Tagging of Bulk Recordings . . . . . . . . . . . . . . . . . . . . . . 67Explicit External Control of Bulk Recording . . . . . . . . . . . . . . . . . . . . . . . 68Enhanced Quality Monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72Avaya System Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73Communication Manager Configuration . . . . . . . . . . . . . . . . . . . . . . . . 73AE Server Configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80Test Phonesets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81

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Order in which to Install Applications . . . . . . . . . . . . . . . . . . . . . . . . . . 82Platform Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

Operating System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83DVD/Blu-ray Drive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86Network Connectivity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86

Installing Avaya Contact Recorder. . . . . . . . . . . . . . . . . . . . . . . . . . . . 88Installing Quality Monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89Installing a Central Replay Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90Installing Multiple Central Replay Servers . . . . . . . . . . . . . . . . . . . . . . . . 91Installing Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92

Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92Installing Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92Create an MMC Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93Configuring Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93Configuring Avaya Contact Recorder . . . . . . . . . . . . . . . . . . . . . . . . . . 95Configuring Multiple Viewer Servers . . . . . . . . . . . . . . . . . . . . . . . . . . 95

Installing Archive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98Accessing the System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99

URL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99Initial User Account . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99Key Points . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99

Licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101Terminology. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101Obtaining a License Activation Key. . . . . . . . . . . . . . . . . . . . . . . . . . . 102Standby and Slave Servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103Adding additional licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103Reinstalling on the same PC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103Reinstalling the Recorder on a new PC . . . . . . . . . . . . . . . . . . . . . . . . . 103

Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105Securing the System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105Windows Authentication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105

General Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107Recorder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107Communication Manager Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . 109

System Monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114Email Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114SNMP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115

Operations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117Common Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117Assigning Ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119Conferenced Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122Quality Monitoring. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126Station Bulk Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128Station Executive Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129On Demand Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132

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Meeting Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133(Telephone) Replay Ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134Archive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135Hard Disk Archiving . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139DVD+RW/Blu-ray Archiving . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139

Search and Replay . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144Search and Replay Access Rights . . . . . . . . . . . . . . . . . . . . . . . . . . . 144ActiveX Control Download . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146Installing the ActiveX Controls Manually . . . . . . . . . . . . . . . . . . . . . . . . 147Modify Default Behavior . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148

Backup/Restore . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150Backing up the Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150Restoring data to a new PostgreSQL database . . . . . . . . . . . . . . . . . . . . . 151Backing up Voice Recordings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151

Distributing User Instructions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153Those Using Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153Those entitled to replay calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154

Configuring Avaya Support Remote Access . . . . . . . . . . . . . . . . . . . . . . . 155Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158Status Monitoring. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159

System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160CTI Monitors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161Ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163Alarms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165Audit Trail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166

Preventative Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168Daily . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168Weekly . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169Monthly . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170Every Six Months . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170

Use of SSL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172Windows Domain Authentication . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173Blocking Replay from a Recorder . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174Changing Passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175

Linux User Accounts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175Postgres Database Owner. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175Recorder Account on eWare/Viewer SQL Server . . . . . . . . . . . . . . . . . . . . 176

Encrypted File Storage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177PCI Compliance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178Properties File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182Standby Server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189Central Replay Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190

Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190

Contents



User Defined Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191Storing UDFs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191Search and Display UDFs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191UDF Support in Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191Viewer Compatibility. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192

Customizing Search and Replay . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193Default Configuration Files. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193Custom Layout Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193Internationalization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195

Usage Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198Enabling the Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198Content. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198Accessing through URL: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198Accessing the Usage report in a log file . . . . . . . . . . . . . . . . . . . . . . . . 199

Selective Record Barring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200Example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200

Recording files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204WAV files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204XML files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204

Internal Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205Recording details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205Configuration details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206

Recorder Interfaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207HTTP/HTTPS Interfaces Offered . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207Communication Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 208Quality Monitoring. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209Other Recorders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 210External Control Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 210Database Upload Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 210Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 211

Hints and Tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214Where to Look for Clues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214Determining Current Version . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214Application Logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214Tomcat Logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 215Remote Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 215

Specific Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 216System Administration page problems . . . . . . . . . . . . . . . . . . . . . . . . . 216Connectivity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217Search and Replay problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 218Recording Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 222

Alarms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 226Alarms Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 227Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 244

Contents



When to Use External Control . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 244This Appendix . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 244Port Allocations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 245Master + Slave Systems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 245

Java API Toolkit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246TCP/IP Protocol Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247

Connection Method . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247General Protocol Specification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247Channel Identification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 248XML Tagging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 248Basic Call Tagging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 249Fallback Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 249

Examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 251Third-party CTI Control . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 251Additional Call Tagging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252

TCP/IP Message Sequences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 254Redundant SAN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 262Duplicated recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 263Standby Recorder Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 264

Prerequisites for high availability . . . . . . . . . . . . . . . . . . . . . . . . . . . . 264Standby recorder licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 266Automated Configuration Shadowing. . . . . . . . . . . . . . . . . . . . . . . . . . 266Manual Configuration of Standby . . . . . . . . . . . . . . . . . . . . . . . . . . . 266Known limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 266Distributed Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 267Supported failure modes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 268Standby recorders and Unify/External Control . . . . . . . . . . . . . . . . . . . . . 269Supported Master/Standby Topologies . . . . . . . . . . . . . . . . . . . . . . . . . 269

Mode of operation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 286Standby configuration (automatic) . . . . . . . . . . . . . . . . . . . . . . . . . . . 286Standby configuration (manual) . . . . . . . . . . . . . . . . . . . . . . . . . . . . 286Power-On . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 286Standby mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 286Failure Detection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 287Disk Space Monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 287Active mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 288Return to Standby mode. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 288Switchover Implications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 288Restoring the Master . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 289Comparison with hardware switch-over units . . . . . . . . . . . . . . . . . . . . . . 290

Standby Recorder Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . 291Configuration Differences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 291

Upgrade Process for Multiple Recorder Topologies . . . . . . . . . . . . . . . . . . . . 293Upgrading Slave Recorders to Version 10 . . . . . . . . . . . . . . . . . . . . . . . 293

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 296Modes of Operation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 296Principles of Operation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 297

Contents



High Availability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 297Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 299

Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 299Programmers Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 300

Enable(in string station, in SeqCouple tags) . . . . . . . . . . . . . . . . . . . . . . 300Disable(in string station) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 301Start(in string station) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 301Stop(in string station) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 301Tag(in string station, in string inum, SeqCouple tags) . . . . . . . . . . . . . . . . . . 301Assign() . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 301

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 304Functionality . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 304How it Works . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 305Status Monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 305

Configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 306Licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 306Dialer List. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 306Generic Dialer Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 306Tagging of Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 307Configuring Quality Monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 308

Avaya PCS/PDS Dialer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 310Versions Supported . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 310Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 310Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 310

PCS/PDS Settings Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 313Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 316

Disks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 316NICS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 316DVD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 316Soundcard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 317Kickstart . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 317

Installing Unlimited Strength Encryption . . . . . . . . . . . . . . . . . . . . . . . . . 320Installing a Signed SSL Certificate. . . . . . . . . . . . . . . . . . . . . . . . . . . . 321

Selecting a Certificate Authority (CA) . . . . . . . . . . . . . . . . . . . . . . . . . . 321Backing up the Keystore file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 321Creating the new Certificate . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 321Generating a Certificate Signing Request. . . . . . . . . . . . . . . . . . . . . . . . 323Importing the CA's certificates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 323Backing up the keystore file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 324

Changing Tomcat Port Numbers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 325Encrypting Properties File entries . . . . . . . . . . . . . . . . . . . . . . . . . . . . 326Configuring Viewer and Archive to use HTTPS . . . . . . . . . . . . . . . . . . . . . . 327

Importing the public certificates into Viewer and Archive . . . . . . . . . . . . . . . . . 327Configure Viewer to use https and a secure port . . . . . . . . . . . . . . . . . . . . 328Configure Archive to use https . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 329

Configuring Archive for a Key Management Server . . . . . . . . . . . . . . . . . . . . 331

Contents



Configuring Archive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 331Signing and Delivering the certificate . . . . . . . . . . . . . . . . . . . . . . . . . . 331Installing the Certificate . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 332



About This Guide

The Avaya Contact Recorder Planning, Installation and Administration Guide provides details of the Avaya Contact Recorder system, as well as recommended and required components.

About This Guide



Intended audienceThis guide is designed for use by:

I.T. managers

Installers

System Administrators

Summary of information included in this guideThe following table provides information about this guide.

Chapter Title Description

Chapter 1: System Overview

This chapter provides an overview of the design options for Avaya Contact Recorder.

Chapter 2: Planning and Prerequisites

This chapter gives details of the prerequisites for Avaya Contact Recorder.

Chapter 3:Installation

This chapter gives details of the steps to install Avaya Contact Recorder.

Chapter 4:Configuration

This chapter gives details of the steps to configure Avaya Contact Recorder.

Chapter 5: Operation, Administration and Maintenance

This chapter provides detais of regular maintenance required by Avaya Contact Recorder.

Chapter 6:System Security

This chapter sets out the available and recommended steps you can take to secure the system.

Chapter 7:Advanced Configuration

This chapter details the rarely used advanced settings of Avaya Contact Recorder.

Appendix A: Technical Reference

This appendix provides technical details about Avaya Contact Recorder.

Appendix B: The appendix provides troubleshooting instructions

Glossary The glossary defines the terms you need to understand Avaya Contact Recorder.

Conventions used in this guide



Conventions used in this guideThe following table shows how user input, output and instructions are highlighted in this guide, as well as special notations that you will see as you use this guide.

To show... This style is used For example...

Information shown on screen

Fixed width You should see the prompt below:login:

Characters that you should type exactly as shown

Fixed width, bold Enter the following command:mount /mnt/cdrom

Characters that you should replace with appropriate information

Fixed width, bold italic

Browse to the new server by enteringhttp://servername:8080

Menu selections, buttons and tabs

Sans Serif, Bold Click on the Install button.

Helpful hints that can improve the efficiency or effectiveness of your work

Tip: Tip:If no part-time licenses are available, a full time license may be usedinstead.

Important details that we want to make sure that you do not overlook

Note: Note:Media Encryption may or may not show up on this form.

Advice that can help you avoid undesirable results

If the network does not meet the three conditions listed, there will be no media resources.

! Important: ! Important:

About This Guide



Additional referencesThe following guides contain additional information you may find helpful.

Avaya Communication Manager Call Recording: A Design Approach for Device Media and Call Control (DMCC, previously called CMAPI) (Compas ID 128862)

Avaya Contact Recorder User Guide

Viewer for Communication Manager Installation Guide

Viewer for Communication Manager Quick Reference Guide

Contact Archive for Communication Manager Installation Guide

Contact Archive for Communication Manager System Administration Guide

Unify for Communication Manager Installation Guide

Witness Enterprise Deployment Guides Impact 360, Full-time Recorder, Enterprise Security Administration Guide Release 7.8

Avaya Communication Manager Guide to ACD Contact Centers

Administrators Guide for Avaya Communication Manager

Administration for Network Connectivity for Avaya Communication Manager

Note:Note: Avaya Communication Manager documentation is available through the

Avaya online support Web site, http://www.avaya.com.

Situations that can result in: Harm to software Loss of data An interruption in

service

Perform this procedure only after normal business hours. This procedure restarts all links on the interface, and can cause a temporary loss of service.

Situations that can result in harm to hardware or equipment Make sure that the disks are the

Update you require. RedHat and othervendors still sometimes supply Update 0 disks.

To show... This style is used For example...

! CAUTION: ! CAUTION:

! WARNING: ! WARNING:



Chapter 1: System Overview

This chapter provides an overview of the design options for an Avaya Contact Recorder system.

System Overview



IntroductionAvaya Contact Recorder provides an extremely efficient and scalable, software only, voice recording platform, running on standard PC Hardware. It uses Avaya's Device, Media and Call Control (DMCC) features to provide a wide range of recording modes with all the benefits of VoIP-based recording but without the limitations of passive tap IP recording systems.

This new approach to recording offers the following benefits:

The recorder can record potentially any call on the switch. Traditional trunk and extension modes cannot record internal and tandem calls respectively.

There is no cabling to maintain as new trunks or extensions are added to the switch.

Uses standard PC servers with no proprietary cards.

This chapter describes the major components of the Avaya Contact Recorder system. It describes the Avaya Contact Recorder (which is a mandatory component) and the optional components

Introduction



Whats New

In Version 7.8

Provides a range of enhanced security options as described in Chapter 6

Supports Redhat Enterprise Linux (RHEL) Versions 4 and 5. (Existing installations on RHEL 3 can be upgraded to CSCM 7.8 but this version is no longer supported for new installations).

Supports Avaya Communication Manager Version 4

Supports numbering plans up to 16 digits

Supports No-talk Service Observe - which does not require a time-slot on your port network.

Allows you to update call tagging details after recordings have completed

(from Service Pack 1) supports a new Search and Replay API (full details on request).

(from Service Pack 1) provides a new user role: "Restricted Administrator". Such users can see the system status and alarms; eject DVDs and administer Replay Only user accounts but cannot change system configuration.

(from Service Pack 2) Conferenced mode recording no longer uses JTAPI but instead uses TSAPI directly.

(from Service Pack 2) Live Monitor capability has been removed as this is no longer required now that Communication Manager itself can support multiple service observation of a call.

(from Service Pack 2) Unify/External control mode was deprecated in 7.7 and has now been removed as ports in other modes can be controlled and/or tagged by external controllers.

In Version 10.0

Supports Avaya Communication Manager (CM) Version 5 and Application Enablement Services (AES) Version 5

Supports Redhat Enterprise Linux (RHEL) Versions 4 and 5. (Existing installations on RHEL 3 or 4 can be upgraded to ACR 10.0 but this version is no longer supported for new installations).

The user interface has been refreshed and brought in line with that of the rest of the workforce optimization suite.

One or more Avaya Contact Recorder servers may be used as a central replay server for other IP recorders, removing the need for a separate Viewer server in all but the largest systems.

System Overview



The "archive" feature has been extensively enhanced, removing the need for a separate Archive Manager. Blu-ray drives and media are also supported.

A status screen on Master and Standby recorders now shows the status of all recorder servers in the system, simplifying day to day operation.

Quality Monitoring has been simplified as the Avaya Contact Recorder now provides CTI information to the Quality Monitoring server in place of the additional TSAPI link previously required.

Avaya Contact Recorder may no longer require the separate purchase and installation of IP_API_A or TSAPI licenses when connected to CM 5.1 or later. See DMCC (IP_API_A) Licenses on page 60

As an alternative to specifying which stations are to be recorded, one or more Classes of Restriction (CoR) can be targeted for recording, reducing the administration effort needed to keep the recording rules in line with the switch.

Integration to auto-dialers such as Avaya Proactive Contact has been simplified and brought within the recorder itself. Dialer integration is controlled by a license key setting.

Licensing rules have been simplified.

Server components



Server componentsThe Avaya Contact Recorder system can be installed as a single server solution providing recording and replay of calls. Large systems can be built from several independent recorders or in a master/slave topology. The former approach works well for station-side recording while the latter provides many of the benefits of traditional trunk-side approaches - without most of the disadvantages. Internal calls can still be recorded, for example.

You can extend the scope of the system by adding additional optional server applications to create a comprehensive Workforce Optimization system.

These optional server applications require their own physical server. All of the other applications in the suite require Windows servers.

Note:Note: This Guide is the detailed reference for the Avaya Contact Recorder (ACR)

only. This component can record voice calls over IP using Avaya DMCC softphones. It can also act as the Master - controlling other recorders that provide additional capacity.

Each of the other components has a corresponding guide (as detailed in Additional references on page 14), which you should refer to for more detail.

Avaya Contact Recorder Server In most small to medium-sized (up to several hundred channels) Bulk Recording systems, one of these applications provides the entire recording and replay system (as shown in Introduction on page 16).

In larger systems (where a single physical server is not powerful enough), you should install multiple instances of this application on different physical servers, each providing a subset of the system's overall functionality. The Avaya Contact Recorder can:

connect to the Avaya Communication Manager Server via Application Enablement Services (AES) and control all voice recordings

record and store telephone calls via IP

archive the recordings it makes to one or more local DVD+RW or Blu-ray drives and/or network fileshares

provide search and replay services to users connecting via their browser or via their telephone

provide voice recording services to the Quality Monitoring application

control other Avaya Contact Recorders - known as Slaves

System Overview



be controlled by another Avaya Contact Recorder - i.e. act as a Slave

act as a warm Standby to an Avaya Contact Recorder Master

act as a centralized replay server, holding details of recordings made by other Avaya Contact Recorders

Optional Server Applications

Quality Monitoring Application

This application provides the features needed to automate your agent quality assessment process, including:

Design of evaluation forms

Various call selection methods

Screen content recording and storage

Performance recording and reporting

See Quality Monitoring Administration, Evaluations, Graphic and Reporting, Server Infrastructure, Troubleshooting and Installation Guides for full details of this component and Installing Quality Monitoring on page 89 for how to integrate it into the overall system.

Quality Monitoring,

a. Receives CTI events via Avaya Contact Recorder. These let it determine which calls it needs to record without having its own connection to Communication Manager.

b. Controls a pool of recording ports on the Avaya Contact Recorder. It instructs the Contact Recorder to record the calls it requires. These recordings are copied to the Quality Monitoring server as they are completed. It can also use some of these ports to replay audio to the supervisor's telephone or to monitor recordings as they occur.

Centralized Replay Server(s)

In any system with more than one Avaya Contact Recorder, details of recordings are (by default) uploaded to the Master (and Standby if present). This allows users to search for and replay calls recorded on any of the servers in a single query. On large (>500 channel) systems, or where other types of Verint recorders are included, you should dedicate a server to this search and replay task. This should be another installation of the Avaya Contact Recorder application unless your system is very large (>1000 channels), includes other types of recorders or you are using speech analytics. In these cases, you must install Viewer and may also require an Archive Manager.

Note that the recording system is designed to continue recording regardless of the state of these central servers. This means that the availability of the central applications cannot affect the reliability of the recorders themselves. However, should you wish to deploy

Server components



independent and hence fault tolerant central search and replay servers and/or Archive Managers, this is also supported.

.

External Control

In addition to the data provided by the AES links, you may wish to control and/or tag your recordings with details from other CTI feeds or application interfaces. These may include third party systems and/or your own in-house applications. The recorder supports a wide range of systems and allows them to be connected to your recording system. These include:

Avaya Interaction Center (AIC)

Avaya Proactive Contact (formerly Predictive Dialing System, PDS)

Additional Verint Systems applications

As an integral part of Verint Systems' range of recording and analysis products, the following applications can be layered on top of the recording system:

eQuality Now (agent training tools)

System Overview



Contact Visualizer (advanced recording visualization)

Speech Analytics Enterprise (requires Viewer and Archive Manager)

End-User tools



End-User toolsTo access the recordings held in the system, users have a variety of options.

Quality MonitoringSupervisors and quality assessors use a browser to evaluate recordings - using both voice and screen content where available. They can assess and review calls with their staff as well as analyze and report on the results of assessments.

Audio is replayed via the desktop PC's soundcard or via the telephone.

Live monitoring of audio and screen content is also supported.

Quality Monitoring Evaluations Guide provides full details of the Quality Monitoring application.

Bulk Search and Replay

Integral Search and Replay

The Avaya Contact Recorder includes a search and replay application within it. This replay mechanism is a very simple and intuitive browser-based interface, requiring the user to access it via Internet Explorer Version 6.0 or higher.

The Search and Replay application is hosted on a web server running on the recorder itself. It uses a local database of recordings to allow users to search for bulk and ad hoc recordings by:

Call start date/time

The name(s) and number(s) where provided of any party on the call (including ANI and/or DID where provided by the switch)

Agent ID and name

Call duration

Universal Call Identifier (UCID)

Service Name and Number (also known as Vector Directory Number, VDN)

User defined fields supplied by external controllers

System Overview



! Important:! Important:Important: Avaya Contact Recorder does not retain those calls recorded for Quality

Monitoring; these use that product's own replay mechanism.

Access restrictions determine which calls individual users are able to replay. Each recording is assigned one or more "owners" at recording time (see Search and Replay Access Rights on page 144 for further details).

The user can play and view details of any call that matches their search criteria and access rights. When a call is played, a graphical representation of the audio level of the call, the audio wave form, is displayed. The audio wave form shows silence and tones, so the user can click beyond irrelevant sections and pinpoint parts of the call that are of interest. See the accompanying User Guide for further details of this application.

Central Search and Replay

Where multiple Avaya Contact Recorders are deployed, an additional server can be nominated as a Central Replay Server. This server is not used for recording but can provide telephony replay ports.

The other recorders upload details of the recordings they have made into this server's database allowing users to search for and replay recordings made on any recorder without having to know which one recorded a particular call.

External Search and Replay

The recorder also supports replay from other applications including Quality Monitoring, Viewer and Contact Visualizer.

Administration ToolsAs the suite is designed specifically for Avaya systems, much of the complexity associated with generic recording systems has been removed resulting in a system that is easy to configure and maintain. The recorders are administered via a web interface. The detailed use of this interface is the subject of later Sections in this guide.

Recording Functionality



Recording FunctionalityThe Avaya Contact Recorder system records telephone calls made on Avaya Communication Manager release 4.0 and above - using analog, digital or IP-based stations. The recorder hosts a bank of IP softphones - each of which provides a recording or replay port. These record calls by conferencing into a live call using either the Service Observe or single-step conferencing features of the switch.

This manual only considers audio recording load. For Screen Content recording, please refer to the Quality Monitoring Server Infrastructure Guide.

The first task in designing any recording system is to define what is to be recorded. This in turn is often driven by the reason for wanting the recordings. As the recorder's ports can also be used for replay, it is important to consider these together before specifying a system. This section introduces the various ways in which recorders' ports can be used but you should refer to Operations on page 117 for detailed functionality and limitations of each mode.

Sampled Recording for Quality AssessmentIf the end goal is to record only a sample of calls in order to assess the quality of your interactions with customers, Quality Monitoring can be used alongside the Avaya Contact Recorder. See this product's Administration, Evaluations, Graphic and Reporting, Server Infrastructure, Troubleshooting and Installation Guides to determine how you will use the Quality Monitoring system to control recording.

Quality Recording Channels

From the above manuals, you must determine the number of concurrent audio recording "channels" that will be required on the Avaya Contact Recorder to support your Quality Monitoring requirements.

Quality Replay Channels

Note that you will also need to consider how the Quality Application is to replay calls for supervisors to review and coach their staff. If you choose to replay via their telephones, then you must provide sufficient ports for this. This is in addition to the recording channels. The overall port count required for selective quality recording is therefore the sum of recording and replay requirements.

System Overview



Licensing

The Avaya Contact Recorder must be provided with a license key that specifies how many different telephone stations can be recorded by the Quality Monitoring application.

Bulk Recording ModesIf you need to record all of the calls taken by specific stations, agents, skill groups or Vector Directory Numbers (VDNs) then you require Bulk Recording - of which there are three variants.

Conferenced Recording

Rather than dedicating ports to specific stations, a pool of ports can be used in conjunction with an AES TSAPI link to record calls on specific stations, agents, skill groups, VDNs or CoRs. Advanced configuration options let you filter the calls by VDN or Skill Group rather than have to record every call on the nominated addresses.

In this mode, the recorder uses single-step conferencing to connect into the calls to be recorded.

Refer to Conferenced Recording on page 122 for a full description of this mode and how to configure it.

Station Bulk Recording

This recording mode can be used to record all calls occurring at specific stations. Advanced configuration options let you filter the calls by VDN or Skill Group rather than have to record every call on the nominated stations.

This mode uses the switchs service observe feature and therefore requires a dedicated port per station that is recorded. It is also subject to a number of other limitations and is not recommended for new systems.

Refer to Station Bulk Recording on page 128 for a full description of this mode and how to configure it.

Externally Controlled Recording

More complex recording requirements may be met by customized or specialist applications that interface to other CTI feeds or customers' own applications. Such an application can control ports on the Avaya Contact Recorder, allowing it to record exactly what and when it requires. The application may also "tag" the recordings with additional details such as customer number or account number.

Refer to Integrating with other systems on page 67 for more detail..




Which to use?

Conferenced recording is normally the preferred option as it provides most flexibility and most comprehensive tagging of recordings. Externally controlled recording is normally only considered when complex recording rules or additional CTI control is needed.

It is imperative that you review the detailed functionality, limitations and caveats in Station Bulk Recording on page 128 and Conferenced Recording on page 122.

Licensing

The number of concurrent recordings across the whole system is restricted according to the license key entered. (This encompasses all recordings being made except those controlled by Quality Monitoring which are separately licensed).

Ad-hoc or Occasional Recording ModesThree recording modes are provided for those requiring occasional recording:

On Demand Recording

This mode lets users of any phone on your system dial into or conference in a recording port as and when they want to start recording a call.

One or more "pools" of ports on the recorder can be assigned to this recording mode and accessed via Hunt Group numbers so that callers automatically reach an available port. The recorder automatically answers the incoming call on its port and starts recording.

Refer to On Demand Recording on page 132 for a full description of this mode and how to configure it.

Meeting Recording

A novel use for recording is in taking a detailed log of a meeting, either as an audio record for those attending, or as a way to include non-attendees later. You can use any meeting room or office with a telephone that has a speakerphone or, ideally, conference phone capabilities to record the meeting.

System Overview



! Important:! Important:Important: The audio recorded with Meeting Recording is the same as someone dialing

in would hear it on the phone used to record it. Place the phone so it picks up the speech of all participants. They should speak loudly and clearly. Experiment with this recording mode before relying on it to provide full and complete records of your meetings. Avaya cannot be held responsible for the failure to pick up all of the audio intelligibly. Use this recording mode as an aid to note taking, not a replacement for it.

One or more "pools" of ports on the recorder can be assigned to this recording mode and accessed via Hunt Group numbers so that callers automatically reach an available port. The user follows the spoken instructions to start the recording and specify which user(s) can access it.

Refer to Meeting Recording on page 133 for a full description of this mode and how to configure it.

Station Executive Recording

This option lets users of specific phones choose which of their calls are recorded. Unlike the previous two modes, this method records the call from the beginning. Unless the user chooses to keep the recording it is deleted as the call ends (or shortly afterwards according to how the system is configured).

This recording mode is particularly suited to users who occasionally need to record a call, and who might only recognize the need to record after the call is in progress or after it has ended. The classic example of this is in "bomb-threat" or "abusive call" recording. In such cases, it is only once the nature of the call becomes apparent that the agent realizes that he should record the call. The advantage of this recording mode over other recording techniques is that the entire call is being recorded all the time. The whole call can be retained even if the nature of the call and the need to retain it is not recognized until the end of the call or, if the delayed deletion option is enabled, after the call ends.

Refer to Station Executive Recording on page 129 for a full description of this mode and how to configure it.

Scope

Ports assigned to On Demand or Meeting recording

can be assigned to one or more hunt groups making them easily shared across one or more user populations

can be used not only by stations on the switch but also from outside the switch if they are made accessible via a DID number.

Station Executive recording ports on the other hand are dedicated to specific stations and can only be used to record those stations that can be service observed.




Licensing

Each active recording is counted as part of the overall concurrent bulk recording load. The overall concurrent load is restricted according to the license key entered. Note that a call active on a Station Executive port counts as active even if the recording is subsequently deleted rather than retained.

Replay Options

Soundcard Replay

Many users choose to replay recordings via their browser and the soundcard on their PC. This does not use any ports on the recorder and does not require any additional licensing. See the Quality Monitoring manuals for details of how to use this replay mechanism in conjunction with this application.

Telephone Replay

However, the recorder also supports replay via the user's telephone and this does use a port on the recorder.

Quality Monitoring replay ports form part of the overall pool of ports assigned to Quality Recording.

All other replay applications make use of telephony Replay ports on an Avaya Contact Recorder. Ports configured in this way are compatible with Verint "AudioServer" ports.

Refer to (Telephone) Replay Ports on page 134 for a full description of this mode and how to configure it.

Licensing

Replay channels that form part of the Quality Monitoring port pool are not restricted by a license key.

Telephony replay ports used by all other applications require a replay channel license.

System Overview



Live Monitoring

Via Quality Monitoring

Users of Quality Monitoring can listen in to calls in real-time using their telephone. This uses one of the replay ports within the Quality pool. See the Quality Monitoring manuals for details of this live monitoring mechanism.

Manual Service Observe

From Communication Manager 4.0 onwards, it has been possible for two stations to service observe a call. If the Avaya Contact Recorder is recording a call using Service Observe you will still be able to use service observe manually. The exception to this is when an internal call is being recorded at both ends (hence two service observes). You can configure Communication Manager to give priority to the recorder or to manual service observe.

Recording Methods



Recording MethodsThe recorder uses three different methods to record calls. The table below shows which mode is used by each mode.

The recording mechanisms differ in several respects as described below. Refer to Operations on page 117 onwards for details of the pros and cons of these modes as these must be considered alongside the issues listed here.

Note:Note: Regardless of which recording method is used, each recorder port that joins

a call to record it counts as an additional party on that call. Hence your normal limit of 6 parties on a call includes all of the recordings being made. Every recording made reduces the number of "real" participants you can have on the call.

Service ObserveStation Bulk, Station Executive and Quality recording modes use the Communication Manager's Service Observe feature. This has the following characteristics.

Recording Mode Uses

On Demand RecordingConference

Meeting Recording

Station Bulk Recording

Service ObserveStation Executive Recording

Quality Monitoring

Externally Controlled (Service Observe mode)

Conferenced RecordingSingle-step Conference

On Demand with External Controller

System Overview



Limited Number of Service Observers per Station

In Avaya Communication Manager 3.x, only one other station can service observe a station at any one time. Therefore:

a supervisor cannot use Service Observe to monitor stations or calls that are being recorded. They will either fail to observe the call or will block the recorder from recording it. To listen in to calls (in real time) on stations that are being recorded, users must use Quality Monitorings Live Monitor feature.

Quality Monitoring ("selective" mode) uses service observe. If a station is being recorded in another mode using service observe, then Quality Monitoring can only work if the quality and other port recording it are on the same recorder. If you need to perform bulk and quality recording, use a single recorder or, if the load is too much for a single server, you must use a single-step conference mode for the bulk recording.

In Avaya Communication Manager 4.x and above, up to two stations can service observe a given station. However, it is still a good idea to record a station on a single recorder where possible - due to the per call limitations described below.

When a call is service observed more than once, the call direction information provided by DMCC is the same for both observations and is therefore incorrect for one of these.

Limited Number of Service Observers per Call

In Avaya Communication Manager 3.x, if more than one party on a call is being service observed, then only one of the observers will actually receive the audio from the call. The other will be completely unaware that a call is in progress. Therefore:

A call between a Station Bulk recorded station and a Station Executive recorded station can only be visible to one or other of the two recording ports. Which one depends on which station made the call. If the station executive port initiated the call, it will be deleted unless the user deliberately retained it.

An attempt to Quality Monitor a station on an internal call will fail if the other station on the call is the one receiving the audio. If you need to quality monitor agents who solely or predominantly take internal calls and are using bulk recording as well, you should use a single-step conference mode in preference.

If a user service observes a VDN, they will stop any call they hear from being recorded. Use Class of Restriction (COR) settings to prohibit users from observing VDNs that include calls that you are trying to bulk record.

In Avaya Communication Manager 4.x and above, each call can be service observed up to twice. Normal, two-way internal calls can therefore be recorded twice and it is only with three (or more) way calls that the above limitations apply. It is still important to avoid service observing VDNs related to calls that you need to record.

Note that Communication Manager can be configured to give priority to a recorder or to a manual service observe should a third attempt be made to service observe a call.

Recording Methods



When a call is service observed more than once, the call direction information provided by DMCC is the same for both observations and is therefore incorrect for one of these. Also, only one of the agents on the call is reported and hence tagged.

Assign Ports to Stations only (i.e. not Agents, VDNs or Hot-desk stations)

Although Communication Manager can service observe VDNs, agents and hot-desk stations, the recorder only supports service observe of physical station numbers for the following reasons:

Service observing a VDN only results in one call at a time on that VDN being observed. This is not appropriate for a bulk recording mode.

Service observing an agent id or hot desk results in failure if that agent is not logged in or the hot-desk is not active. The recorder cannot distinguish between failure due to this reason and other failure modes. It would therefore raise alarms continuously.

Call segmentation

As the recorder port sees the same activity as a real user would do when service observing a station, audio ceases to flow when the station being observed places a call on hold. Placing a call on hold (automatically as part of a transfer/conference setup or deliberately) therefore stops recording. A new recording is started when the call is retrieved from hold. The segments of the call are stored as separate recordings (.wav files) and can be searched and played as two calls.

! Important:! Important:Important: If the call is retrieved from hold by another station, either by means of a

transfer or a "park" operation, the subsequent segment of the call is only recorded if the other station is also being recorded.

The recorder's Search and Replay mechanism treats these segments as two separate calls. However, if you find one call segment, you can easily find the other segments by clicking on the link in the UCID column. Viewer, a separate server replay application, on the other hand, "merges" these call records into one and shows the hold period as silence.

If an external controller is used, it may segment calls at points it chooses.

Bulk Recording requires dedicated port

Any attempt to service observe a station will - on perhaps one in a thousand attempts - fail. While this is not a significant issue for a sampling quality recording system, it is unacceptable for bulk recording. This is why the recorder must dedicate a port to each phone that it bulk records via service observe. By doing so, it can establish service observe as the recorder starts - and retry on the rare occasion that this fails - and then hold the service observe permanently. This provides reliable recording.

System Overview



Personal Station Access (PSA)

PSA is not supported for the same reasons that agents cannot be targeted. As the address is not always present, the recorder cannot maintain a service observe on it at all times as is required for bulk recording.

Internal Calls via a VDN do not show who answered - CM 3.1 and earlier

If an agent handling a call dials a VDN to transfer, conference or simply consult on it, the details of the party that answers the call are not visible to a station service observing that call. The call will be tagged with the VDN number dialled but not the agent or station that answered the call. This is corrected in CM3.1 load 632. If using an earlier version than this, consider updating with Patch #11855.

Transfer via Coverage

Calls transferred to a group with coverage (e.g. Coverage Answer Group) and not picked up by the original destination address cannot be observed. To overcome this limitation, use a phantom extension and transfer the call to that rather than directly to a group with coverage.

Bridged Lines

Where bridged line appearances are used on stations being recorded, calls made on the secondary line appearance will be recorded but the details about the call will be limited to the identification of the station being recorded. Only calls made on the primary line appearance will include full call details.

Exclusion

If any party on the call invokes the Exclusion feature, the call cannot be recorded. (Check with Avaya for changes to this from CM 3.1 onwards).

Beep Tone

If you do not need to inject beep tone while recording, use "No Talk" service observe. This option, available from CM 3.1 onwards, does not use up a time-slot. Otherwise you must design for an additional time-slot being used to carry each call that is actually being recorded. If you need to inject beep tone you must use "Talk/Listen" service observe. "Listen Only" service observe should not be used with ACR.

Recording Methods



Single-step ConferenceSingle-step conferencing as used by Conferenced mode recording and Externally controlled (single-step conference option) has the following issues:

CTI Requirement

When recording in this mode, the recorder uses the AES TSAPI service which must therefore be available and configured.

Timeslots

Single-step conferences do not require an additional timeslot on the switch if beep tone is NOT used.

Call Segmentation

Recordings are broken into separate segments whenever the parties on the call change. The recorder continues to record only so long as the real parties on the call are connected. If the call is on hold, recording stops.


Bridged Lines not Supported

Because of an inherent limitation in the underlying call/connection model, conferenced recording does not support bridged line appearances. You must not attempt to record bridged lines in this mode.

Beep Tone

If you choose to inject beep tone on a single-step conferenced recording, the recorder becomes a full member of the call rather than a listen-only member and therefore:

Becomes visible to the agent, who can see that the call is conferenced

Uses an extra timeslot on the switch

ConferenceIn some modes a user or an external application will dial a port on the recorder. When this happens, the recorder answers the call and is therefore a normal party on the call.

System Overview



Timeslots

As "just another party" on the call, the recorder port will use the single additional timeslot that any other phone would use when added to a call.

Call Segmentation

As the recorder port is a normal party on the call, it is still connected even if one or more other parties on the call places the call on hold. It will receive the same audio that the parties remaining on the call receive. This may include music on hold or silence.


Miscellaneous



Documents

Avaya Contact Recorder Planning Installation and Administration Guide