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• 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

• Contents

  4 Avaya Contact Recorder Planning, Installation and
  Administration Guide

  Confidential and Proprietary Information

  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

• Contents

  Issue 4 April, 2010 5

  Confidential and Proprietary Information

  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

• Contents

  6 Avaya Contact Recorder Planning, Installation and
  Administration Guide

  Confidential and Proprietary Information

  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

  Issue 4 April, 2010 7

  Confidential and Proprietary Information

  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

  8 Avaya Contact Recorder Planning, Installation and
  Administration Guide

  Confidential and Proprietary Information

  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

  Issue 4 April, 2010 9

  Confidential and Proprietary Information

  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

  10 Avaya Contact Recorder Planning, Installation and
  Administration Guide

  Confidential and Proprietary Information

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

• Issue 4 April, 2010 11

  Confidential and Proprietary Information

  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

  12 Avaya Contact Recorder Planning, Installation and
  Administration Guide

  Confidential and Proprietary Information

  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

  Issue 4 April, 2010 13

  Confidential and Proprietary Information

  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

  14 Avaya Contact Recorder Planning, Installation and
  Administration Guide

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  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:

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  Chapter 1: System Overview

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

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  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

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  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.

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  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.

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  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

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  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

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  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)

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  Contact Visualizer (advanced recording visualization)

  Speech Analytics Enterprise (requires Viewer and Archive
  Manager)

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  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

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  ! 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.

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  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.

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  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..

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  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.

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  ! 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.

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  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.

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  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.

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  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

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  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.

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  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

  34 Avaya Contact Recorder Planning, Installation and
  Administration Guide

  Confidential and Proprietary Information

  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

  Issue 4 April, 2010 35

  Confidential and Proprietary Information

  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.

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

  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

  36 Avaya Contact Recorder Planning, Installation and
  Administration Guide

  Confidential and Proprietary Information

  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.

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

• Miscellaneous

  Issue 4 April, 2010 37

  Confidential and Proprietary Information

IP Office Contact Center Recorder Configuration

Avaya IP Office now seeing in every Business premises. Since Avaya has released IP Office Server edition I’ve witnessed myself companies have replaced their Enterprise level Voice systems with single IP Office server. A system which is capable if handling 100 to 2000 users and can even expandable without even any hasle.

This doesn’t stops here, Integrating IP Office with IP Office Contact Center or IPOCC makes more powerful and attractive to business. So when it comes to Contact Center how could you forget the Recording part. Yes ! this article is all about configuring and Integrating your all 3 elements step by step

We will configure our IP Office + IPOCC + Contact Recorder. This document is very well prepared by Avaya, and im taking the opportunity to share with friends here

So lets begin

IPOCC Contact Recorder Configuration

IPOCC Contact Recorder Configuration

Overview

IP Office has the ability of recording calls to a Voicemail box, when using Preferred Edition and Voicemail Pro. To further enhance this, Contact Recorder for IP Office can be used as a centralised call recording facility, which stores all recordings in a separate archive.

Contact Recorder uses a database that stores the call details associated with each recording stored. Call recordings are then accessed using a web browser interface, where recordings can be searched, displayed and the archived recording played.

Voicemail Pro is still used to record the actual calls, and once the recording is complete, it then passes the recording and associated details to the Contact Recorder Server.

By default, Contact Recorder is not installed on the Standard Application Server, as a separate drive or partition is required and cannot be shared with Voicemail Pro.

The following guide will demonstrate how to install and configure Contact Recorder on a Standard Application Server (Linux). Also how to configure the IP Office Contact Centre (IPOCC) to use Call Recorder, including the recording of calls automatically that relate to a Topic, and to record calls manually using the IPOCC User Interface.

Installing the Avaya Contact Recorder

1. Using a Web browser interface, access the SAS Linux server using port: 7070, which will display the IP Office Web Manager Login screen. Login using User Name Administrator and Password Administrator.

2. From within the Web Manager interface, select Platform.

3. The screen will display the System tab, displaying Services. Click on the Updates tab.

4. Under the list of available Services, you should see Contact Recorder. This will display the Status as not installed. Click on the option Install.

5. A message saying Updating will be displayed, while the Contact Recorder is being installed.

6. Once completed, the Status for the Call Recorder service will change to Up to date. Now click on

    the System tab.

7. Contact Recorder will now be seen in the list of Services. Check the tick box, which will ensure that the service automatically starts after a reboot. Then click on the Start button.

8. The Contact Recorder service will now start, and can be configured.

9. Using a Web Browser interface, browse to the IP address of the Server using port 9888, e.g. http://ipaddressofserver:9888. This will present the Login screen.

Login with the default Username: Administrator and Password: Administrator, then click OK.

10. You will now be prompted to change the default Password. Enter Administrator in the Old Password field and enter the new password in the New Password and Verify New Password fields, then click OK.

11. Once logged in to the Contact Recorder interface, click on the General Setup tab.

 12. You can see that the Call storage path has not been defined. Choose the edit button.

13. Enter the Call storage path (the default path created when installing Contact Recorder is /CSIPORec). Please note that this should be on the second drive installed on the Standard Applications Server, as it must not be a shared drive with VM Pro. Next click on the Enter button.

14. The new Call storage path is now seen.

15. Next click on the System tab.

16. You will be presented with the Manage Users screen, where it is possible to create Users with administrative rights, or who will have the ability of searching for and playing recordings, etc. Click Add User.

17. A new dialogue box will be presented. Add the User settings as follows:
a. Username: the Login name for the new User

b. Password: Enter a password for the User to Login.
c. Comment. This is optional only, and not a requirement.
d. Roles: Select either System Admin or Restricted Admin. You can also select to give the User the ability to export recordings as files.
e. For the section on which extensions the recorded calls can be replayed from, these can either be added in the form of a range, e.g. 2000-2500, or individually being separated by a comma, e.g. 2000,2001,2002.
Click Enter when all the settings are completed.

18. The New User is now added to the list. Click Logout to exit the application.

Configuring IPOCC with Contact Recorder

 Now that the Contact Recorder has been installed and configured, a process can be created in IP Office Contact Centre (IPOCC) to enable the Call recording.
Automatic Call Recording
1. Launch the IPOCC User Interface and log in with a User account that has access to configuration.

2. Click on the Go to command and select Configuration from the drop down menu.

3. Then Click on the heading System, and select Tag list… from the drop menu.

4. The Defined tags dialogue box is presented. Click on the Add button.

5. In the Tag – Create screen, enter the Name “VMProRec” (it’s important to ensure this is exactly as shown). Change the Data type to Number and then click OK to create the Tag.

6. Then click OK on the Defined tags dialogue box to close it.

7. Now click on the Topic tab rom within the Configuration screen.

8. Select and double click on a Topic to be used or select and click Edit.

9. Choose the Variable button

10. Choose the Add button

11. Click on the builder button next to the Tag field.

12. This will present the Select Tag dialogue box, showing the list of Tags available. Scroll down to find the VMProRec Tag, click to select this and then click on the OK button.

13. Now in the Value field, enter 1. This relates to using the Voice Recording Library, where the call recording will be sent. The options available for the Value field are:
1 = Voice Recording Library (VRL)
2 = Voice Recording Library Authenticated (VRLA)
0 = Mailbox
Another option is to enter a specific Extension number, which will then pass call recordings to the mailbox for that extension.
Once value has been selected, click on the OK button. Then click OK on the Defined Variables screen, and also for the Topic to close them.

Any Calls that are now sent to the Topic will automatically be recorded.

Manual Call Recording Using the IPOCC User Interface

Calls can also be recorded manually by an Agent, instead of being set to record all calls to a Topic. This will allow calls being made by an Agent also to be recorded.

1. How to Manually Record calls for an Agents GUI. Using the Go to menu choose 8 Configuration.

2. Choose Configuration and choose External destination

3. Choose the Create Button

4. A new dialogue box will appear to create an External Destination. Enter the same name used in the Call Record Tag, “VMProRec” as part of the name. For example, VMProRecVRL, differentiating the tag name with VRL. Then add 1 in the Number field, and then click on the OK button.

1 = Voice Recording Library (VRL)
2 = Voice Recording Library Authenticated (VRLA)
0 = Mailbox
Another option is to enter a specific Extension number, which will then pass call recordings to the mailbox for that extension.

5. Next click on the Go to command and select UI config from the drop down menu.

6. Then select either a Profile or a Single Agent, and double click to open.

7. On the UI configuration screen, uncheck the Default tick box.

8. Scroll down the list of Available elements and select Recording, then click on the Add button.

9. Then click on the middle button next to the Call recording on field, which will present the available External destinations created.

10. From the next dialogue box select the VMProRecVRL external destination earlier created, and on the OK button.

11. The External destination will now be added to the Call recording on field. Click on the OK button to continue.

12. When anyone matching the Profile or a specific Agent logs in to the IPOCC User Interface, they will now see on their Contact Bar the Recording button, giving them the ability to manually turn on Call Recording during an active call.

13. The User can activate Call recording by simply clicking on the button to commence recordong (button then shown with a green outline), and to pause or cancel the recording by clicking on the button again.

Voicemail Pro Configuration
By default, Call Recording plays a system announcement from Voicemail Pro to warn callers that their call is being recorded. This Advice on Call Recording (AOCR) can be disabled from within Voicemail Pro, so that silent recording is implemented. Please ensure that you comply with legal requirements regarding Call Recording if AOCR is to be disabled.

1. Using Voicemail Pro Client, connect to your VM Pro Server and login using the Administrator account (Username: Administrator Password: Administrator (default)). Then click on the Login button.

2. Then select Administration and the choose Preferences and the General.

3. The System Preferences dialogue box will be displayed. Under the General tab, uncheck the tick box Play Advice on Call Recording.

4. As soon as the tick box is unchecked, a warning message will be displayed regarding legal requirements to inform callers of call recording. Simply click Yes to close this screen.

5. You may also want to increase the Max CallVRL Record Length (Secs), as the default may be too short. The maximum record length is 18000 seconds (5 hours). Once set, click OK

6. Then choose Save and make Live

7. The Confirm screen will appear stating that changes made are permanent. Click Yes to continue.

This completes the configuration of Voicemail Pro with regard to Call Recording

Using Contact Recorder

The use of Contact Recorder for play back functionality requires Internet Explorer 7 or higher. A number of Active X Controls are also needed and for the ability to Replay recordings.

1. Using a supported version of Internet Explorer, browse to the IP address of the Call Recording server followed by port 9888, e.g. http://<IP Address>:9888
The Contact Recorder login screen will then be displayed, so enter the Username and Password of a User with access to play call recordings, and click OK.

2. The first time you log in as a User, you are prompted to update your password. Enter a new password and click on the OK button.

3. The Contact Recorder software uses an ActiveX Plug-ins which will need to be loaded the first time. Click on the caution message displayed to install the ‘csreplay ActiveX Control Module’.

4. You will then be prompted with an options menu. Select Run Add-on to install the Module.

5. When the Security Warning is displayed, click on the Run button.

6. The next stage is to search for calls based on either a selected date (Start and End) using the calendar entries, or by choosing the links for the current day, last 7 days or 31 days. If you wish to specify a date then click on the calendar icon

7. Once the calendar icon has been clicked on, select a start date from the calendar screen displayed. Also ensure you add a start time.

8. Follow the same process to assign an End date and time. Additional filters are available to isolate call recordings that match the criteria entered, but these are optional only. Once the details are entered, click on the Search button.

9. Any recorded calls that match the criteria will be displayed on the right. Select the call recording that you wish to listen to, by checking the radio button next to the call detail. You will then see a call graphic image at the top of the screen, and when you move your cursor to this area, a series of buttons available.

10. If you move the mouse cursor over the graphic the playing options for that recording are displayed.

11. Click on the Play button to play the recording.

Alright Folks im sure you nw you have just learned that “How to do Avaya IPOCC Contact Recorder Configuration – Step by Step”

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Through the process of innovation, organisations create technological growth. Successful innovation creates customer value through new products and services, and it could give rise to new markets. Successful innovations contribute to better quality, higher productivity, lower costs and increased profits. One of the ultimate goals for implementing innovation is to achieve a competitive advantage that leads to outperforming competitors. Through the understanding of the innovation processes, organisations can bring predictability into their innovation efforts. This comes from understanding and managing the forces that influence the decisions made by managers. Because of globalisation and fierce competition Spescom DataVoice, a South African technology company, is finding it increasingly difficult to compete in an international market. It is against the background of Spescom DataVoice‟s need to increase its innovation productivity that this research was spawn. The ambitious goal of this study was to investigate what Spescom DataVoice can do to become sustainable, innovative and competitive in its market space. This research firstly captured the important themes and theories around the subject of innovation and how it relates to strategy. The literature study will try to look into all the important work, especially well-known research and its significance. Lastly, the research will apply the knowledge gained by discussing the research questions relating to Spescom DataVoice‟s particular situation. The research will discuss the innovation capabilities and perspectives that Spescom DataVoice should focus on; the environment that is needed for sustainable continuous innovation; and innovation strategies that Spescom DataVoice could employ to improve its innovation productivity.