Extensions

You can configure telephone extensions either as a group (in cluster mode), or individually. In clustered mode, extension configuration is the same across Recorders within the Site. In unclustered mode, you configure extensions individually. You can only cluster extensions in an IP extension pool.

The recording mode is applied to all extensions that are not included in the member groups associated with the Recorder. For example, if a Recorder is associated with a member group that uses extensions 1000 and 1001, 1000 and 1001 will be governed by the settings of the member group, but all other extensions will use behavior of the recording mode.

In Set up phones and extensions, you can add primary and secondary telephone extensions for use throughout the organization, specify whether phone extensions are recorded, and select a recording mode.

Recording Duplicate Extensions

You can record duplicate extensions on different switches using a single IP or TDM Recorder/Integration Service. This could be required in a number of scenarios, including environments in which load balancing/redundancy are performed at the switch (as opposed to the Recorder), where employees may log on using the same extension on different switches.

The Recorder uses the source or destination IP addresses of the signaling messages to identify the particular 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. 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 IP address (even though the SIP signaling would indicate otherwise). This will prevent the duplicate extensions from being recorded correctly. To configure these types of deployments,

Enter the duplicate extensions in Enterprise Manager, creating a separate data source for each switch (each with whatever extensions are in use).
In the data source settings, under Device IP Configuration, enter the IP Address or Host Name of the server used to send/receive the control messages to/from the extensions, and set the Server Type to PBX Side - Near End (see Create a phone data source for instructions).
Associate the data source with the same Recorder and Integration Service.

The recording system Process of capturing an employee-customer interaction for playback, screen and dialer-based interactions, and evaluation purposes. will use the data source and extension in combination to uniquely identify the call for tagging and recording purposes.