Enter a unique name for the member group.

Optional. Describe the group.

Full Time Recording: The Recorder automatically starts recording each SMC connection that it receives. The Recorder Integration Service keeps or discards call audio based on real-time event notifications and the fallback mode, making it more resilient to logical errors and failures.

For an Avaya XP application 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. and an MPC system, select Full Time Recording.

Selective Recording: The recorder does not automatically start recording each received SMC connection and must be commanded to start and stop each connection. The Recorder Integration Service commands the recorder to enable and disable the streams based on the real-time event stream.

Select one of the following:

• None—A single recorder records all calls and no load balancing occurs.

  If this option is set to None and cannot be changed, then the Recorder Control Type is Full Time Recording.

• Media Only—Multiple recorders are used to record calls, and all recorders are aware of signaling (both call control and media control messages) for all calls. Only one of the recorders is aware of the audio. Example deployments are:

  • Using a load-balancing device or link protector to manage the traffic.

  • Using IP Analyzer to control a group of recorders.

• Media with Signaling—Multiple recorders are used to record calls. Use this setting only in Recorder-Controlled environments where one recorder is aware of the call (including call control, media control messages, and audio), while other recorders are not. Do not use this option in CTI-controlled environments. An example deployment is using Acme Packet SBC to load balance the traffic.

Select one of the following:

• On CTI Disconnection (Performance)—If CTI is disconnected, audio recording continues (VOX-detected segments are retained), but screen recording does not. If CTI is up, only CTI segments with recorded audio are retained; if we receive CTI for a call but no audio (for any reason), recording does not occur. VOX segments (not associated to CTI calls) are discarded. You can set a Rollback Period in the phone data source to specify the length of time preceding a disconnection for which recordings are held. This setting is available when Recorder Control Type is Full time Recording.

• Always (Liability)—If CTI is disconnected, audio recording continues (VOX-detected segments are retained), but screen recording does not. If CTI is up, both CTI- and VOX-detected segments are retained. (If a signaling protocol is configured, it is used before VOX to record the call.) This setting is available when Recorder Control Type is Full time Recording.

• Never (Application)—If CTI is disconnected, no audio or screen recording occurs. If CTI is up, CTI segments are retained.

This setting contains a Globally Unique Identifier (GUID) that identifies this specific configuration on the Streaming Media Capture interface.

The GUID is automatically generated when the member group is created. You can change the GUID during creation, but it is uneditable after the member group is saved.

Select one of the following:

External Participants: Captures the customer's audio. There must be a member group that captures the external participants.

Internal Participants: Optional. Captures the agents on the consultative segment of a customer call.

Create a Correlation Key to use an attribute other than the default (see your Integration Guide for details) to establish an association between a call recording and its CTI attributes.

A Correlation Key allows the Integration Service to associate the CTI attributes of a call with the call recording in custom configurations. When a call is received by a data source in a SIP recording environment, the following occurs:

• CTI attributes are sent from the data source to the Integration Service (to provide the Integration Service with call metadata).

• SIP messages are sent from the data source to the Recorder (to set up the call on the Recorder).

The Correlation Key associates a CTI attribute with a matching value in a SIP header field. To create a correlation key:

1. Click the Add button.

2. From the CTI Attributes drop-down box, select an Attribute.

3. In the Recorder Attribute text box, type the name of a SIP message header that specifies the same value as a CTI Attribute.

Example:

The following example illustrates the use of a Correlation Key:

• A data source sends the CTI attribute “SomeID” (a unique identifier of the call) to the Integration Service.

  For this data source, the equivalent CTI attribute might be mapped to a custom attribute called “SomeID.”

• The data source also sends a SIP request to the Recorder that includes a header called Vendor-SomeID header. This SIP header specifies the same value as the equivalent CTI attribute.

In this scenario, to create the Correlation Key, select SomeID as the CTI Attribute, and specify Vendor-SomeID as its associated Recorder Attribute in the text box.

Notes:

• Create multiple Correlation Keys only if there is no single Correlation Key that can accomplish the association of CTI attributes to call recordings for every call. If you specify multiple keys, the order is the order of preference (that is, the system uses the second key only if the first key does not establish a correlation, and so on).

• IP Gateway Side recording is the only form of IP recording for which you configure a Correlation Key. All other IP recording configurations use the CTI attribute and the SIP message header that specify the device extension as the common value that ensures that a call’s CTI attributes are associated to its recording. With Gateway Side recording, the Recorder cannot identify the device extension in a SIP message header, so the system relies on a different attribute (other than device extension) to make the association.

• The correlation keys are required to be unique in the call space. This means that no two (2) independent calls shall have the same correlation value. Related calls may share a correlation value, but are expected to contain identical media for the portion of time they overlap.

• The correlation keys are recommended to be unique, non-repeating, and call-specific identifiers. Selecting a correlation key that does not have these qualities can yield undesired results in recording and 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..

• Unique means that no two independent calls share the same value at the same time.

• Non-repeating means that no two independent calls share the same value ever.

• Call specific means that as the call is updated / moved, the identifier updates / moves with the call.

• If the correlation value changes, it must do so in the signaling (e.g. SIPREC) and CTI feed simultaneously.

• For SIP feeds, the correlation key should come from a SIP header.

• For SIPREC feeds, the correlation key should come from the metadata XML.

• Customers should minimize the number of correlation keys to be tracked by the system. More keys complicate the configuration, impact performance, and make troubleshooting and support more difficult.

Associate one or more IP Recorders to this member group.

Select one or more recording profiles for this member group.

To capture the agent-to-agent parts of a customer call, you can associate multiple recording profiles to the same Streaming Media Capture Pool member group.