Create a dialer data source

Use the following procedure to create a dialer data source Third-party systems that provide data to the system, including employee and device states, and data change events. Typical data sources are phone switches, PBXs, or LANs..

Workflow sequence

Workflow: Integrate Dialer integration: Task 3 of 7

Before you begin 

Unless you are using a standalone dialer deployment, you should create a phone data source before you begin. See Create a phone data source, and Phone Data Sources for Dialer Integrations.

Procedure 

  1. Go to Recording Management. Under Data Sources, select Settings.

  2. Select Create Data Source.

  3. In the Data Source Type dialog box, select Dialer, and a Switch/Sub Type, then click Select.

    The data source types available to you are dependent on licensing.

  4. Type a Name and a Description for the data source (the description is optional).

  5. Under Recorder Settings:

    1. Specify a Seating Arrangement—Fixed, Free, or Hybrid.

      • Free seating, the default, indicates that employees do not have permanently-assigned workstations. They are assigned an Employee ID and can log in from any location in the call center. Extensions are assigned dynamically when the employee logs in.

      • Fixed seating indicates that an employee has a permanently assigned workstation and is associated with a specific extension.

      • Hybrid seating refers to a mixed arrangement that contains both Free and Fixed seating for employees.

    2. In a multi-tenant enabled (cloud) environment, if the Seating Arrangement is Fixed or Hybrid, the Service Provider Administrator (SPA) can specify a Maximum Allowed Extensions value for this data source. The Maximum Allowed Extensions setting limits the number of extensions a Tenant Administrator can create for the data source. This setting allows a SPA to prevent tenants from creating more extensions than their assigned capture capacity supports.

      If this setting is not set and the data source currently has no extensions associated with it, this setting defaults to 1000 at the time a Tenant Administrator creates the first extension.

      In an upgrade scenario, a data source may already have extensions assigned to it. In this scenario, when a Tenant Administrator adds extensions, the system updates this setting to 120% of the existing number of extensions or 1000, whichever is higher. For example, if 2000 extensions are associated with the data source at the time of the upgrade, this setting defaults to 2400 when a Tenant Administrator adds extensions.

      This setting does not limit the number of extensions a SPA can create. For example, if the setting is 1000, a SPA can create more than 1000 extensions. If the SPA creates more extensions than this setting specifies, the Tenant Administrator cannot create any extensions.

      If a Tenant Administrator configures the maximum number of allowed extensions, the SPA can increase this number to allow the Tenant Administrator to create additional extensions. Before increasing this setting, the SPA should verify that the tenant's environment has the resources necessary to handle the increased load.

    3. To save the last employee’s status after the computer is shut down, select the Persist Agent State on Shut Down check box.

      Specify the amount of time in minutes for which you want to save the employee’s data. The default is 600 minutes (10 hours). Data from within this time period will not be loaded, (while data from after this duration has passed will be).

      Note that if the CTI adapter is down,

      • If unselected, all employees on the data source are logged out right away.

      • If selected, all employees on the data source are logged out once the persistence period has elapsed.

    4. To prevent the retention of very short calls, specify a Minimum Session Length (seconds). Active calls (from connected to closed) that are shorter than the specified value will be deleted automatically. If set to zero (0), this feature is disabled and no calls will be deleted based on this setting. The maximum value is 3600 (or one hour). This setting applies to the active duration of CTI Sessions or the entire duration of VOX Sessions. Inactive CTI Sessions can be retained using the Session Auditing Policy.

    5. Enable the Rollback Period (minutes) to ensure that a recording is kept for a certain amount of time before deletion, so that in the event of a disconnection it is possible to retrieve it. A rollback period is applicable only to Performance Mode (set in the IP Extension Pool member group) and N+N redundancy. The default value is 15, and the maximum value is 60.

    6. RTP detection Function of the IAFD product that compares a caller’s voice to one or more voiceprints in a watch list to detect if a target is participating in a call. is enabled in Performance and Liability fallback modes to prevent audio loss. Coordination between the Integration Service and RTP, using the following settings, ensures that there will only be one recording for a given call:

      • Start Overlay (milliseconds)—This threshold indicates the longest amount of audio (from before CTI starts) that will be associated to that CTI call. Anything over this threshold will be treated as VOX.

      • End Overlay (milliseconds)—This threshold indicates the longest amount of audio (after CTI ends) that will be associated to that CTI call. Anything over this threshold will be treated as VOX.

    7. Long Call Duration (minutes)—This setting allows you to specify the length of a call, in minutes, after which the system will trigger an alarm. The system will also stop tracking the call from a CTI perspective, so in CTI-controlled application or performance mode environments this may cause loss of recording. Enter any number between 1 and 1440 (24 hours)—an alarm is raised in the cases In Risk Management, use cases to group interactionss according to the needs of the enterprise. Interactions can reside in multiple cases simultaneously. where calls exceed this number of minutes. The default is 120.

      The Integration Service runs maintenance checks every five minutes to close calls that last for more than the length of time specified as the Long Call Duration. An alarm will indicate that a call was closed because it was too long. These maintenance checks are not run more frequently in order to avoid imposing an additional load on the system. Therefore it may take up to five minutes to close a long call after it has passed the defined Long Call Duration threshold.

    8. Long Hold Duration (minutes)—Indicates the maximum duration of a single hold. Any holds over this duration will raise an alarm. Enter any number between 1 and 3000, representing the number of minutes. The default is 30.

    9. Recording Resource Allocation Behavior—This setting is for duplicate streaming solutions, which allow you to distribute recordings across multiple recorders.

      • IgnoreLine—Records the next recording on the least-utilized recorder connected to the Integration Service, regardless of data source, member group, and extension list settings.

      • LineFirst—First attempts to record on the least-utilized recorder that contains the extension being recorded in a member group associated with the recorder. If the Integration Service can’t find an associated recorder it will attempt to find any connected recorder with the capacity (whether or not the extension is associated with the recorder). LineFirst provides a way to keep recorders local to the extensions/site. The Integration Service will fail over to another set of recorders if a call can’t be recorded locally. If you don’t want fail over to another set of recorders, use ‘LineExclusive’, described below. This is the default.

      • LineExclusive—First attempts to allocate the recording to the least-utilized recorder that contains the extension being recorded in a member group associated to the recorder. If the Integration Service fails to find a recorder associated with the line to be recorded, it will not record the call.

        The "least-utilized" recorder is the one with the most unused capacity. For example, if one recorder has 300 licenses and 50 calls are currently being recorded, and another recorder has with 100 licenses and 10 calls currently being recorded, the capacity left on the recorders are 250 and 90 respectively. The system will attempt to record the next duplicate streamed call on the first recorder.

    10. Always Report Extension as Primary Extension—If enabled, the extension field of the interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element. will always be the primary extension on a telephone. If disabled, the extension field will contain the DN/extension that first answered the call. This only affects multiline phones. Enabled by default.

    11. Contact Policy Type—This setting allows you to set the call stitching method.

      • Follow the call—When follow the call is enabled, there will be one contact The entire communication experience for a customer, from beginning to end. that includes all audio from the beginning of the call to the end. This is the default.

      • Backoffice - Contact per call—Enables the “Back office” style of stitching, which creates sessions/interactions based on CTI calls. If one employee is on two calls at the same time (for example, a customer call and a consultation call), the system creates two sessions/interactions. This is used more often in trading environments rather than contact center environments.

    12. Record Extensions for Internal Calls—This setting applies to trunk side environments (such as the Avaya switch in trunk-side environment), and hybrid systems where the same data source is used for TDM recording Recording environment where trunk-side recording taps directly into a T1 or E1 line to record all incoming calls at the demarcation point before going to a switch. and IP recording (one data source and two member groups). Select this check box to allow the recording of internal calls on selective recording resources.

    13. Raise Alarm for Out Of Service Devices—If enabled, the Integration Service will raise alarms for any devices that go out of service. This is currently only available for Cisco JTAPI and Genesys adapters.

    14. Alarm - Device Not Recorded Call Count—The number of calls for a configured device that must fail to record before triggering the DeviceNotRecording alarm. The default is 1.

    15. Alarm - Device Not Recorded Duration (milliseconds)—Failed call durations under this threshold will not count against the Device Not Recorded Call Count. The default is 15 seconds.

    16. Enable Nailup Algorithm—This setting is selected by default, and is used by the Integration Service to identify nailup calls (otherwise, manual configuration of dialer trunks may be required).

    17. Session Auditing Policy—Defines the type of session/interaction that should be marked and kept in the system. "Disabled" (the default) will only mark sessions/interactions with some kind of content. Two additional options will create a basic entry in the database for calls that occurred but were not recorded: "Missed Recordings" will mark calls that should have been recorded, but were not, while “Full Switch” will mark all sessions/interactions for which we receive CTI without recording (for example, calls that were blocked, or interception calls that were met with a busy tone or unanswered ringtone). You may then search for these types of interactions in the Portal. The Recorder Integration Service will select a viable recorder associated with any device within the Session workspace Area within an application window where the user interacts with the program. to audit the interaction. If no viable recorder could be located at the time of the audit, the audit will be lost.

      Recorded employee segments marked through auditing will appear in playback Process of selecting a recorded interaction, playing it back to listen to the call, and viewing the content of the interaction on the screen. once all interactions in the related Contact are closed, after a delay of up to five minutes.

    18. Recorder Allocation Based On Audio Location—Use this setting in a SIP-based VoIP delivery environment to control how Recorders are selected to record calls, and ensure that each call is recorded by a Recorder local to the media gateway at which the call arrives. This setting is designed primarily for environments where recording occurs at multiple sites and each site has its own gateway.

      Note that this setting must be used on conjunction with either a Gateway Side Correlation Pool member group or an IP Extension Pool member group configured for the data source. Within these member groups, you must specify the IP addresses or host names of the phones associated with the member group in the IP Network Region configuration.

      The Recorder Allocation Based on Audio Location setting instructs the system to examine the IP address in a SIP message and compare this address to the addresses listed in the IP Network Region settings of the Gateway Side Correlation Pool or IP Extension Pool member group associated with the data source.

      If an address in the SIP message matches one of those specified in the member group IP Network Region settings, the system will route the call to a Recorder associated with that member group.

      The options for this setting are:

      • Inactive—The system attempts to record the call, but does not use an address found in a SIP message to route the call to a particular Recorder. This is the default setting.

      • From Signaling—The system examines the SIP header section of the SIP Invite. The system compares the address found in a SIP header field (such as From, Contact, Via, or Socket) to the addresses configured in the member group IP Network Region settings. If there is a match, the system routes the call to a Recorder associated with that member group. If the system does not find a match, the Recording Resource Allocation Behavior setting will determine how the call is recorded.

      • From Media—The system examines the SDP message attached to a SIP Invite. The system compares the IP addresses found in the SDP message to those configured in the member group IP Network Region settings. If there is a match, it routes the call to a Recorder associated with that member group. If the system does not find a match, the Recording Resource Allocation Behavior setting determines how the call is recorded. This option does not work if SIP operates in Delayed-Offer mode.

        Note that this setting works in combination with the Recording Resource Allocation Behavior setting to determine recording behavior. If the Recording Resource Allocation Behavior setting specifies:

        • IgnoreLine—The system acts as if the Inactive setting is selected for this setting. If either the From Signaling or From Media is selected, those settings are ignored. In this case, any Recorder associated with the data source can record the call.

        • LineFirst—The system makes two attempts to record the call using the address obtained from the SIP message. If the system cannot successfully route the call to a Recorder using the SIP message address, any Recorder associated with the data source can record the call.

        • LineExclusive—If the system cannot successfully route the call to a Recorder using the address from the SIP message, the call is not recorded. In this case, the system raises an alarm.

    19. Video Recording Mode - Choose one of the following video recording modes:

      • Start On Trigger - Do not record video calls for the extensions associated with this data source until a recording rule is triggered or an external API command starts recording. If the recorder is set to recorder controlled, recording starts whenever the call starts, but video prior to the recording trigger is deleted.

      • Application Controlled - Record every video call for every extension associated with this data source, and then delete it. At any time during a call, a recording rule or an external API command can cause the recorder to keep the video call. If the call is kept, the recording includes all video from the start of the call to the end.

      • Do Not Record - Do not record video calls for extensions associated with this data source. Recording rules are ignored and cannot trigger the recording of calls.

      • Record - Record all video calls for all extensions associated with this data source. Only a block recording rule, AIM command, or external API command can prevent calls from being recorded.

    20. Require Replay Audio Redaction - When redaction is enabled for the system, select whether redaction occurs for interactions that the data source captures. Redaction obscures sensitive customer information in captured audio and transcriptions. Select from the following for interactions that the data source captures:

      • Disabled: No information in the interaction is obscured. Disabled is the default setting.

      • Always: Sensitive customer information is obscured.

      • In Fallback:  Sensitive customer information is obscured, but only in the event of CTI or recorder disconnection from the Integration Service.

    21. Require Replay Audio Morphing - When morphing is enabled for the system, select whether replay of interactions captured by the data source requires morphing. Morphing changes the voice heard during replay such that the speaker remains anonymous and the audio remains intelligible. Select from the following options for interactions that the data source captures:

      • Disabled: The original voice of the agent and the customer are heard during interaction replay. Disabled is the default setting.

      • Always: The voice of the selected channel or channels is morphed during interaction replay, as configured by the Audio Morphing Channel setting.

      • In Fallback: The voice of the selected channel or channels is morphed during interaction replay, as configured by the Audio Morphing Channel setting, but only in the event of CTI or recorder disconnection from the Integration Service.

    22. Audio Morphing Channel -  Enabled when Require Replay Audio Morphing is set to Always or In Fallback, choose the audio channel or channels that use morphing. Select from:

      • Agent: Only the voice of the agent channel is morphed during interaction replay. The voice on the customer channel is the original captured voice. Agent is the default setting.

      • Agent and Customer: The voice of the agent channel and the customer channel are morphed during interaction replay.

  6. Under Associated Phone Data Sources, click Add to associate the PBX/ACD in use in your system (that is, the phone data source you created earlier—if you are using a standalone dialer you can skip this step) with the dialer data source.

    1. Select the Phone Data Source.

    2. Specify a Dial Code, Discard Digits, and New Prefix. These fields define the transformation of the dialer extensions into ACD extensions. For example, if the dialer extension is 551234, and the ACD is 81234, enter "55" as the Dial Code, "2" under Discard Digits (that is, the total number of digits to be discarded), and the Prefix, "8". In this example, any 55xxxx, would translate to 8xxxx.

      You can associate multiple phone data sources with the dialer data source. It is important to note that the combination of the phone extension plus the dialer code must be unique. (For example, if the dialer codes are 21 and 211, and the associated extensions are 12 and 2 respectively, this creates a conflict.)

  7. In the Default Employee section, specify the employee to be associated to a recording that has no employee associated to it.

    There are situations where recordings do not have employees associated to them. Examples include:

    • IVR recordings where there is no employee or phone device

    • Back office environments where phones are shared and not associated to a specific employee

    Assigning a Default Employee for Interactions Product that assists contact centers increase operational effectiveness and improves the customer experience through full-time recording, powerful quality monitoring, compliance/liability management, rich reports, and an intuitive, dashboard-style interface. to a data source provides a way to provide replay access to recordings that do not include a specific employee. When a Default Employee for Interactions is assigned to a data source, any recording that is not assigned to a specific employee will be associated to the Default Employee for Interactions.

    To capture recordings for a default employee, select the Organization to which the Default Employee for Interactions belongs, and then select one employee as the Default Employee for Interactions.

    The default employee must not have a configured end date. Also, do not select an employee who will soon move or transfer to a different organization.

    Once an employee is selected as the Default Employee for Interactions, an error message is displayed on the data source screen if the employee has been deleted, terminated, or changed to a different organization since the last time the data source was saved.

  8. If applicable, expand the Associated Integration Service Installations area and select the server that is providing Integration Services for the recorder for which you are configuring this data source.

  9. Under Advanced Settings, use the Key and Value fields to enter any proprietary pairs that are in use in your system. This should only be done in consultation with Field Engineers.

  10. Click Save.

What to do next 

Dialer integration: Create employees and add employee IDs