Create a phone data source
Phone data sources are for capturing voice calls from a computer telephony integration (CTI) middleware server.A phone 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. encapsulates information related to the target to be recorded, specifically the switch type, and the seating arrangement of agents using the phones within the call center.
Before you begin
Phone integration: Associate a Recorder with the Integration Service
Dialer integration: Create a member group
Procedure
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In the Enterprise Manager, click Recording Management.
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Under Data Sources, click Settings.
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Click Create Data Source.
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In the Data Source Type dialog box, select Phone as the Type, and select your switch from the Switch/Sub Type list.
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Click Select.
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Type a Name for the phone data source, and a Description (optional).
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Select a Time Zone from the drop-down list (the recorder relies on the time zone for recording start and end times). You can specify whether tagging is based on this time zone or that of the organization below.
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Specify a Data Source Parent in either of these scenarios:
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You are creating a collection Group of back-office Contributions from one or more employees connected to a single customer or account captured by DPA. Collections are used for analyzing and improving back-office efficiency and quality. data source for gateway recording. Refer to Create a collection data source for gateway recording.
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You are configuring a Genesys Business Continuity environment.
In this environment, you can specify a data source to act as a parent to multiple child data sources. In this scenario, you use a parent data source to configure extensions that the child data sources share. Each child data source represents a different switch (or site) where the sites are paired together to support failover. The child data source and parent data source must be of the same Phone data source subtype.
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Under Recorder Settings, do the following:
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Specify a Seating Arrangement—Fixed, Free, or Hybrid.
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Fixed seating indicates that an employee has a permanently assigned workstation and is associated with a specific extension.
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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.
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Hybrid seating refers to a mixed arrangement that contains both Free and Fixed seating for employees.
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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.
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To save the last employee settings after the computer is shut down, select the Persist Agent State on Shut Down (minutes) check box.
Specify the amount of time in minutes for which you want to save the employee data login state information. The default threshold is 600 minutes (10 hours). If the service restarts, state information within the threshold is reloaded from startup. State information beyond the threshold is not loaded. Reloading this state information can be useful if the CTI link does not provide a snapshot capability so the recorder can learn about all the logged in states on startup. It is expected that the CTI feed supplements any state information loaded on startup. Data from within this period is not loaded, while data from after this duration has passed is loaded.
If the CTI adapter is down, the following occurs:
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If unselected, all agents on the data source are logged out right away.
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If selected, all agents on the data source are logged out once the persistence period has elapsed.
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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.
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If you are working with a system that uses Performance Mode (set in the IP Extension Pool member group) or N+N redundancy, enable the Rollback Period (minutes).
The Rollback Period ensures that an amount of extra overlapping audio is kept for a time, so that in the event of a disconnection it is possible to retrieve it. The default value is 15 minutes, and the maximum value is 60 minutes.
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If you are working with a system that uses Performance and Liability fallback modes, enable 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. to prevent audio loss. Coordination between the Integration Service and RTP, using the following settings, ensures that there is only one recording for a given call:
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Start Overlay (milliseconds)—This threshold indicates the longest amount of audio (from before CTI starts) that is associated to that CTI call.
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End Overlay (milliseconds)—This threshold indicates the longest amount of audio (after CTI ends) that is associated to that CTI call.
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Long Call Duration (minutes)—This setting allows you to specify the length of a call, in minutes, after which the system triggers an alarm. The system also stops 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 where calls exceed this number of minutes. The default is 120.
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Long Hold Duration (minutes)— This setting allows you to specify the maximum duration of a single hold in minutes. Any holds over this duration raise an alarm. Enter any number between 1 and 3000, representing the number of minutes. The default is 30.
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Recording Resource Allocation Behavior—This setting is for duplicate streaming solutions, which allow you to distribute recordings across multiple recorders.
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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.
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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 cannot find an associated recorder, it attempts to find any connected recorder with the capacity (whether the extension is associated with the recorder). LineFirst provides a way to keep recorders local to the extensions/site. The Integration Service fails over to another set of recorders if a call cannot be recorded locally. If you do not want to fail over to another set of recorders, use ‘LineExclusive’, described below. This is the default.
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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 does not record the call. By recording calls on a recorder co-located with the PBX for agents taking calls on a remote site, the use of this setting has the advantage of reduced WAN traffic.
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 attempts to record the next duplicate streamed call on the first recorder.
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Always Report Extension as Primary Extension—If enabled, the extension field of the session/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. is always the primary extension on a telephone. If disabled, the extension field contains the DN/extension that first answered the call. This option only affects multiline phones. Enabled by default.
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Contact Policy Type—This setting allows you to set the call stitching method.
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Follow the call—When follow the call is enabled, there is 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 option is the default.
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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 option is used more often in trading environments rather than contact center environments.
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Raise Alarm for Out Of Service Devices—If enabled, the Integration Service raises alarms for any devices that go out of service. This option is only available for Cisco JTAPI and Genesys adapters.
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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.
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Alarm - Device Not Recorded (milliseconds)—Failed call durations under this threshold do not count against the Device Not Recorded Call Count. The default is 15 seconds.
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Service Observe Fail Count Threshold—The number of consecutive recording failures that must occur before the Integration Service attempts to reset the Service Observe connection. The default is 3.
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Session Auditing Policy—Defines the type of session/interaction that is marked and kept in the system. “Disabled” (the default) only marks sessions/interactions with some kind of content. Two options create a basic entry in the database for calls that occurred but were not recorded: “Missed Recordings” marks calls that should have been recorded, but were not, while “Full Switch” marks 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 selects 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 is lost. Recorded employee segments marked by means of auditing 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 sessions/interactions in the related Contact are closed, after a delay of up to five minutes.
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Keep Duplicate Recording—
For an N+N recording environment, select one of the following options:
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Select the Keep Duplicate Recording option when a customer's compliance recording policies require them to archive duplicate recordings of every call. To support this configuration, you must double the size of the Contact Database Server role in the Data Center that includes long-term interactions. The Contact Database is optimized for searching operations, and interactions are inserted and updated in bulk operations., the Archive Database, and the archive storage media.
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Clear the Keep Duplicate Recording option (default) so that the system deletes the secondary interaction after determining which copy to keep.
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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.
This setting must be used 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 routes the call to a Recorder associated with that member group.
The options for this setting are:
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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 option is the default setting.
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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 determines how the call is recorded.
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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 addresses 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.
This setting works with the Recording Resource Allocation Behavior setting to determine recording behavior. If the Recording Resource Allocation Behavior setting specifies:
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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.
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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.
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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.
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Video Recording Mode — Select one of the following options:
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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. Video recording starts whenever the call starts, but video before the recording trigger is deleted.
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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 to the end of the call.
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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 video calls.
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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.
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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:
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Disabled: No information in the interaction is obscured. Disabled is the default setting.
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Always: Sensitive customer information is obscured.
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In Fallback: Sensitive customer information is obscured, but only in the event of CTI or recorder disconnection from the Integration Service.
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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:
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Disabled: The original voice of the agent and the customer are heard during interaction replay. Disabled is the default setting.
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Always: The voice of the selected channel or channels is morphed during interaction replay, as configured by the Audio Morphing Channel setting.
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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.
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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:
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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.
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Agent and Customer: The voice of the agent channel and the customer channel are morphed during interaction replay.
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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:
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IVR recordings where there is no employee or phone device
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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.
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If you selected Generic as the switch subtype, expand the Specific Switch Type area and, in the Specific Switch Type field, specify the type of switch. Consult with our engineers for a list of supported switch types.
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If you are using the TDM Recorder and selected the Generic or Avaya switch types, expand the Recorder TDM Settings area, then enter values in the following fields:
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Off Hook Delay (milliseconds)—For Service Observe and Single Step Conference only, type the amount of time in milliseconds that the recorder will wait after taking a channel off-hook. Maximum of 6 characters, representing a total time of not more than 15 seconds.
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On Hook Delay (milliseconds)—For Service Observe only, type the amount of time in milliseconds that the recorder will wait after putting a channel on-hook. Maximum of 6 characters, representing a total time of not more than 15 seconds. (The default is 2 seconds.)
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Service Observe String—Service Observe is a type of three-way conference that allows the monitoring of employees on an extension. Type the dial string used to invoke the Service Observe feature on a switch. Use the characters 0–9, #, or *, to a maximum of 16 characters. (The default is 116.)
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Inter Digit Delay (milliseconds)—Type the amount of time in milliseconds that the recorder waits between dialing digits on a channel. Maximum of 6 characters, representing a total time of not more than 15 seconds. (The default is 150 milliseconds.)
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Period Between Service Observe (milliseconds)—Type a value in milliseconds, between 0 and 10000, to indicate the minimum allowable time between sessions of Service Observe. This setting is for Dedicated Service Observe deployments only and prevents overloading the system with simultaneous requests. The default is 250 milliseconds.
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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). To allow the recording of internal calls on selective recording resources, select this option. If you configure a Gateway Side Correlation Pool member group and an Extension Recording Resource member group, internal calls are recorded regardless of this setting.
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Record IP Trunks—To record all other non-SIP calls using selective DMCC resources when there is no match between CTI events and configured member groups, enable this setting. If you configure a Gateway Side Correlation Pool member group and an Extension Recording Resource member group, all other non-SIP trunk calls are recorded regardless of this setting.
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If your recorder is part of a package that includes WFM, expand the WFM Settings area and configure the following values:
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Specify whether you want to Use ACD Staffing.
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Type an External Name.
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If applicable, from the Organization drop-down list, select the organization to which you want to associate this data source.
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Select a Data Source Parent.
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Expand the TimeZone Settings area, and select one of the Local Time Tagging Mode options from the drop-down list:
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Organization—to base tagging on the organization. This option is useful in scenarios where employees are working in different regions, allowing you to unify tagging across multiple time zones.
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Data Source—to base tagging on the time-zone specified in step 5, where you selected a time zone from the Time Zone drop-down list.
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Specify the Device IP Configuration.
Select the appropriate Server Type (see below), and then select an Address Type of either IP Address or Host Name. In the Address field, enter the IP address or host name of the selected server type.
The two Server Types are:
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PBX Side-Near End—The PBX Side-Near End is the server used to send/receive the control messages to/from the extensions. If you have the same extensions in multiple data sources, you must specify the IP address or host name for the signaling interface server. Otherwise, it is not mandatory, but recommended.
The Recorder uses the source or destination address (either the IP address or the host name) of the signaling messages to identify the particular data source with which a call is associated. It does not use any data inside the signaling itself to make this determination. For this reason, the source/destination of the IP packets presented to the Recorder must be different for each duplicate extension. Make sure that your network is set up in such a way as to allow for this.
Example:
A proxy server in front of separate PBXes using duplicate extensions can cause IP packets to appear as though they are using the same address (even though the SIP signaling would indicate otherwise). This prevents the correct recording of duplicate extensions.
For more information, see "Recording Duplicate Extensions" under Extensions.
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PSTN Side-Far End—If you are using SIP Trunk Recording, set PSTN Side-Far End as the Server Type and specify the server address (either the IP address or the host name). This setting is mandatory if you use a Gateway Side Correlation Pool member group with this data source. (See SIP trunk recording for more information.)
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If Scorecards Product that assists agents, supervisors and all contact center employees to focus on critical aspects of their performance and identify opportunities for improvement. is part of your package, expand the Scorecards Settings area and type the Contact Viewer Server Name, Contact Viewer Server Port, Contact Viewer URL. For more details, refer to your Scorecards documentation.
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Configure SIP Call Tracking to achieve session tracking and recording of signaling only calls (non-CTI), typically seen with Interactive Voice Response (IVR).
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Track Signaling Calls - Select this setting to enable session tracking for signaling only calls (non-CTI). To disable session tracking for signaling only calls, clear the check mark from this setting. (If you disable the setting, neither of the settings below is applicable). This setting is disabled by default.
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Separate CTI and Signaling API Commands - If you select this setting, API commands sent during a signaling or CTI session are applicable only within that session. If a command is sent during an IVR call, and the call then transitions to an agent, the command is cleared. If a command is sent during an agent call, and then the call transitions to IVR, the command is also cleared. If the agent performs operations such as consult, transfer, or conference, any command sent within the agent portion is still applicable to all the portions of the agent call within the contact.
If you clear the check mark from this setting, API commands apply to the entire contact, including any agent calls.
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Signaling Recording Mode - Defines the behavior applied to the correlation line on a tracked signaling call. This setting also exists in the Recorder configuration and in that context controls the baseline behavior. Use this setting to control the signaling portion of the call specifically. For example, to capture all signaling recordings, select Record as the value. Set to one of the following:
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Start On Trigger —Do not record calls for the extensions associated with this data source until a recording rule is triggered or an external API command starts recording. Recording starts whenever the call starts, but data before the recording trigger is deleted.
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Application Controlled—Record every 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 call. If the call is kept, the recording includes all data from the start to the end of the call.
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Do Not Record—Do not record calls for extensions associated with this data source. Recording rules are ignored and cannot trigger recording.
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Record—Record all 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.
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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.
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Under Advanced Settings, use the Key and Value fields to enter any proprietary pairs that are in use in your system. Do this only in consultation with our field engineers.
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Click Save.
What to do next
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Phone integration: Create a collection data source for gateway recording
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Dialer integration: Create a member group using Compliance trunk span member group settings for TDM
Create and edit member groups and extensions
Workflow: IP-based voice and video recording: Task 2 of 8
Workflow: Integrate Dialer integration: Task 1 of 7