Impact 360 Recording. Integration Service. Integration Guide

Transcription

1 Impact 360 Recording Integration Service Integration Guide 7.8 SP3 February 2009

2 Verint Systems Inc. Confidential and Proprietary Information of Verint Systems Inc. All rights reserved, worldwide. The Verint Systems Inc. products are protected by one or more of the following U.S., European or International Patents: USPN 5,659,768; USPN 5,790,798; USPN 6,278,978; USPN 6,370,574; USPN 6,404,857; USPN 6,510,220; USPN 6,757,361; USPN 6,782,093; USPN 6,952,732; USPN 6,959,405; USPN 7,047,296; USPN 7,149,788; USPN 7,155,399; USPN 7,203,285; USPN 6,959,078; USPN 6,724,887; USPN 7,216,162; European Patent ; GB ; and other provisional rights from one or more of the following Published US Patent Applications: US 10/061,469; US 10/061,489; US 10/061,491; US 11/388,854; US 11/388,944; US 11/389,471; US 10/818,787; US 11/166,630; US 11/129,811; US 11/477,124; US 11/509,553; US 11/509,550; US 11/509,554; US 11/509,552; US 11/509,549; US 11/509,551; US 11/583,381; US 10/181,103; US 09/825,589; US 09/899,895; US 11/037,604; US 11/237,456; US 09/680,131; US 11/359,356; US 11/359,319; US 11/359,532; US 11/359,359; US 11/359,358; US 11/359,357; US 11/359,195; US 11/385,499; US 11/394,496; US 11/393,286; US 11/396,061; US 11/395,992; US 11/394,410; US 11/394,794; US 11/395,350; US 11/395,759; US 60/799,228; US 11/479,926; US 11/479,841; US 11/479,925; US 11/479,056; US 11/478,714; US 11/479,899; US 11/479,506; US 11/479,267; US 60/837,816; US 11/528,267; US 11/529,132; US 11/540,281; US 11/540,322; US 11/529,947; US 11/540,902; US 11/541,056; US 11/529,942; US 11/540,282; US 11/529,946; US 11/540,320; US 11/529,842; US 11/540,904; US 11/541,252; US 11/541,313; US 11/540,086; US 11/540,739; US 11/540,185; US 11/540,107; US 11/540,900; US 10/610,780; US 10/832,509; US 11/608,340; US 11/608,350; US 11/608,358; US 10/771,315; US 10/771,409. Other U.S. and International Patents Pending. VERINT, the VERINT logo, ACTIONABLE INTELLIGENCE, POWERING ACTIONABLE INTELLIGENCE, STAR-GATE, RELIANT, VANTAGE, X-TRACT, NEXTIVA, ULTRA, AUDIOLOG, WITNESS, the WITNESS logo, IMPACT 360, the IMPACT 360 logo, IMPROVE EVERYTHING, EQUALITY, CONTACTSTORE, and CLICK2STAFF are trademarks or registered trademarks of Verint Systems Inc. or its subsidiaries. Other trademarks mentioned are the property of their respective owners. Doc Version /19/09

3 Contents About This Guide Intended Audience for This Guide Conventions Used in This Guide If You Need Help Before You Contact Technical Support Contacting Technical Support Verint Witness Actionable Solutions Website and the Customer Interaction Center (CIC) Telephone Direct Internet FTP Other Support and Training Alternatives Introduction About This Guide Additional Resources Integration Service Overview About Integrations Enterprise Manager Recorder Manager New in this Release Configuration Workflow Configuration Workflow Basic Voice Recording CTI/Recorder-Controlled Station Side TDM CTI/Recorder-Controlled Trunk Side TDM CTI/Recorder-Controlled IP CTI-Controlled Cisco DMS Clustered Integration Services with Cisco DMS CTI-Controlled Nortel DMS Screen Recording Dialer Integration BT Trader Configuring the Integration Service Getting Started

4 Contents Setting Up the Environment Supported Switches and other Third-Party Devices BT ITS Quality Monitoring Essential Concepts in Impact 360 Recording Controlling Recording TDM Recording IP Recording Multiple Recorder Support Dialers Common Recording Configuration Tasks Creating an Enterprise Site Adding a Recorder to an Enterprise Site Associating Recorders with the Integration Service Managing Phones/Extensions Creating Data Source Groups Creating Agents and Assigning Agent IDs Configuring UDF Tagging and Attributes Setting up Business Rules Overview Creating Business Rules Creating Rules Managing Rules Setting Up Voice Recording Creating an Enterprise Site Adding a Recorder to an Enterprise Site Associating Recorders with the Integration Service Configuring the Phone Data Source Setting up TDM Redundancy Setting Up Clustered Integration Services Adding, Removing, and Editing Phones/Extensions Creating Data Source Groups Setting Up Screen Recording Creating an Enterprise Site Adding a Recorder to an Enterprise Site Associating Recorders with the Integration Service Screen Recording in Non-CTI Environments Creating the LAN Data Source Setting Up Workstations and Workstation Groups Creating Agents and Assigning Network IDs Recording Terminal Sessions Setting Up Business Rules for Screen Recording Setting up a Dialer Integration Creating a Phone Data Source Creating a Dialer Data Source Creating Agents Creating a Trunk Side Member Group Integration Service Integration Guide Verint Systems Inc. Confidential and Proprietary Information of Verint Systems Inc. All rights reserved, worldwide.

5 Contents Configuring a CTI Adapter Editing an Adapter Deleting an Adapter Starting, Stopping, or Restarting an Adapter Quality Monitoring Event Filtering Validating and Testing Configuration Validation and Testing Configuration Viewing Integration Status Validating Configuration Validating Voice and Screen Recording from Viewer A How Do I? Recording with the Integration Service B Logs and Troubleshooting IF Studio Getting Started Troubleshooting Call Scenarios Using Logs Viewing Logs Integration Service Commands Recorder Controller Commands Identifying Issues in Integration Service Logs Typical startup sequence General Troubleshooting C Adapter Settings Overview Configuring Integration Service CTI Adapters BT Integration equality Connect Integration Exec Record and TCP/IP API/Unify D Agent Tagging Worksheet Index Integration Service Integration Guide Verint Systems Inc. Confidential and Proprietary Information of Verint Systems Inc. All rights reserved, worldwide.

6 Contents Integration Service Integration Guide Verint Systems Inc. Confidential and Proprietary Information of Verint Systems Inc. All rights reserved, worldwide.

7 About This Guide This introductory section to the Integration Service Guide provides information on: Intended Audience for This Guide, page 8 Conventions Used in This Guide, page 9 If You Need Help, page 11 Contacting Technical Support, page 12

8 Contents Intended Audience for This Guide The Integration Service Guide is intended for Verint Systems Field Services and Support personnel. It documents supported call flows, as well as recording segmentation and deployment scenarios. It also documents the basic process for configuring adapters and completing integrations, independent of specific switch and vendor considerations. Integration Service Integration Guide Verint Systems Inc. Confidential and Proprietary Information of Verint Systems Inc. All rights reserved, worldwide.

9 Contents Conventions Used in This Guide The following two tables describe some of the conventions that are used in this document: The Standard Conventions table highlights conventions used to describe user interaction, as well as special notations The Information Icons table describes the icons used to highlight information of special interest to the user Standard Conventions Area Menu Items Document Names Buttons, Functions, and Dialog Box and Window Names User Variables Description Menu items are highlighted in bold as in the following example: From the menu, choose File > Preferences > Options. Other Verint Systems documents are referred to using italics. For example: Refer to the Quality Monitoring 7.7 Installation Guide for more information. Specific button or function names are highlighted in bold. The following example shows how a button and dialog name are referred to in the documentation: Click OK, and then choose the Restore Database dialog box. When the user is expected to type a value, the name of the variable to be replaced is surrounded by < >. The following are examples: <Your ER Server Name> The notation <Your ER Server Name> refers to the name of your Enterprise Reporting server. When you see this notation, replace it with the actual name of your Enterprise Reporting server. Information Icons Icon Type Note Function Important details that we want to make sure that you do not overlook. Integration Service Integration Guide Verint Systems Inc. Confidential and Proprietary Information of Verint Systems Inc. All rights reserved, worldwide.

10 Contents Tip Helpful hints that can improve the efficiency or effectiveness of your work. Caution Advice that can help you avoid undesirable results. Warning Situations that can result in: Harm to software Loss of data An interruption in service Integration Service Integration Guide Verint Systems Inc. Confidential and Proprietary Information of Verint Systems Inc. All rights reserved, worldwide.

11 Contents If You Need Help Our goal at Verint Systems is to provide you with the best products backed by a high quality support network with a variety of resource options. These include: Verint Systems website and Customer Interaction Center (CIC) Telephone Direct Internet FTP Other support and training alternatives Before You Contact Technical Support Help from Technical Support is as near as your keyboard or telephone. However, before you contact us, read this section carefully. We can provide faster and better service if you have certain information available when you contact us. You can solve many problems quickly with the information in the online Help system or in this manual. When running the product, you can select the Help button in the upper-right portion of the window to get help for the active window or dialog box. If you are unable to solve a problem by using the online Help or this manual, and you need help from Technical Support, use the guidelines in the following checklist before you contact us: 1 Write down the problem and details that may help us solve the problem. If you can consistently reproduce the problem, list the steps to reproduce it. 2 Have at least the following information available when you contact Technical Support. Your name and customer site number, and identify yourself as a customer, Verint Systems partner, or Verint Systems employee. Customer-initiated CIC contact is restricted to customers that are one of the designated support contacts on your company s service level agreement. Product name and version number. Server and client operating systems and service pack version numbers Supporting files and screenshots (if available) ACD type and reporting package (for ACD-related issues) The wording of any error messages from the product and/or operating system Has this problem occurred previously? If it is new, did you change your system configuration recently? Integration Service Integration Guide Verint Systems Inc. Confidential and Proprietary Information of Verint Systems Inc. All rights reserved, worldwide.

12 Contents Contacting Technical Support Once you have determined that you need technical support, and you have gathered as much information as you can based on the checklist, the following provides a list of the various support options and alternatives: Verint Witness Actionable Solutions Website and the Customer Interaction Center (CIC) This facility allows users worldwide fast access to product information, marketing and sales information, information about the company, technical documentation, support case management, and support solutions information. You can access the Verint Witness Actionable Solutions Customer Interaction Center (CIC) support site at or through by clicking the Support Login link from the Home page. Once you have successfully logged on to the CIC, use the navigation tree on the right to access available user manuals, troubleshooting guides, FAQs, and more. For help using the site, refer to the CIC Support Website Navigation Guide. To access this document, click the link at the right on the CIC Home page. The guide is a PDF file that you can save or print locally for future reference. Telephone Verint Systems' Customer Interaction Center (CIC) provides the self-service tools and information you need to get the most out of your investment. Americas: WITNESS (USA toll-free) Europe/Middle East/Africa: (0) Hong Kong/Asia Pacific: Australia: New Zealand: Japan: +81 (0) For geographic locations and hours of operation, refer to and click on Contact Centers. Integration Service Integration Guide Verint Systems Inc. Confidential and Proprietary Information of Verint Systems Inc. All rights reserved, worldwide.

13 Contents If you are a new customer and need a logon ID and password, you can support@witness.com to obtain your new logon information. Direct Internet FTP This facility greatly speeds up transfer of new and upgraded software to all Verint Systems customers. Contact us for more information about access to Direct Internet FTP services. Other Support and Training Alternatives In addition to documentation, online Help, and support services, Verint Systems also offers both classroom-based and online learning alternatives to suit your specific needs. Contact us for more information about other support and training alternatives. Integration Service Integration Guide Verint Systems Inc. Confidential and Proprietary Information of Verint Systems Inc. All rights reserved, worldwide.

14 Contents Integration Service Integration Guide Verint Systems Inc. Confidential and Proprietary Information of Verint Systems Inc. All rights reserved, worldwide.

15 Chapter 1 Introduction This chapter describes the Integration Service at a high level. It contains the following sections: About This Guide, page 16 Additional Resources, page 16 Integration Service Overview, page 17 About Integrations, page 19 New in this Release, page 24

16 Chapter 1 - Introduction About This Guide About This Guide The Integration Service Guide is intended for Verint Systems Field Services and Support personnel. It describes how to set up recorder integrations that is, how to set up your recorder so that it can connect to and receive data from third party devices for your particular deployment scenario. It describes the basic process for configuring adapters and completing integrations, independent of specific switch and vendor considerations. An additional series of guides, available in Product Central, documents integrations for specific switch-computer telephony integration (CTI) combinations. This series of guides will expand as the number of supported combinations increases; so check with your Verint Systems representative to obtain the latest guides. Refer to Verint Systems Product Central for a list of supported CTI combinations. Note: For Quality Monitoring integration information, refer to the Quality Monitoring with Impact 360 Recording Guide. Note: Additional Resources This guide assumes that you have already installed Impact 360 Recording, using the Impact 360 Recording Installation Guide. You may want to consult the following additional resources when planning and configuring Impact 360 Recording installation and Integration: Impact 360 Recording System Infrastructure Guide Impact 360 Recording Recorder Manager System Administration Guide Impact 360 Recording Enterprise Manager Administration Guide Integration Service Integration Guide 16

17 Chapter 1 - Introduction Integration Service Overview Integration Service Overview The Integration Service is the base platform for recording, acting as an interface between the recording system and output from the switch and other data sources. The Integration Service processes events from the server interfaces, detects state or data changes, and passes them along to other subsystems. It can capture CTI event streams to file for later playback and viewing, and holds agent state, device state, call state, and data associated with all known devices and calls. The Integration Service supports the majority of integrations out-of-box (OOB). Custom integration work is required only in cases where the OOB solution does not meet customer requirements. By maximizing the number of OOB functional integrations, the Integration Service minimizes the overhead previously required for integration installation and configuration, benefiting both Verint Systems and its OEM partners. The Integration Service provides: A real-time common representation of the enterprise contact center state to the rest of the Verint Systems products Control of recording in a TDM or IP recording environment Auditing and event logging, with a level of detail sufficient to allow for troubleshooting Integration Service Integration Guide 17

18 Chapter 1 - Introduction Integration Service Overview A mechanism for capturing third-party application events, using captured events to test system behavior, and to facilitate support and testing of integrations when the third-party product is not accessible in-house A path to minimize dependency on other internal subsystem components Facilitation of the use of automated Unit and System Test Tools, as well as automated Regression Test Tools by leveraging event record and playback capability The Integration Service performs call tracking and includes integration adapters, which enable the translation of recorded events from third-party systems (such as private branch exchanges [PBXs] and CTI Middleware Servers). Adapters connect to and receive events from the third-party systems, bridging the event data into key-value pairs that are then sent to the Integration Service Adapters notify the Integration Service of any serious errors in the third-party system, or in the communication with that system. The Integration Service translates this information into data that is usable by the recorder. Configuration of adapters through the Recorder Manager enables the translation of recorded events from third-party systems into key-value pairs that are then sent to the Integration Service components. The Integration Service in turn translates this information into data that the recorder and related applications can use. The Integration Service also controls recording, and manages Business Rules configured in Enterprise Manager. Integration Service Integration Guide 18

19 Chapter 1 - Introduction About Integrations About Integrations This guide describes how to set up recorder integrations that is, how to set up your recorder so that it can connect to and receive data from third party devices. Your Impact 360 Recorder includes two configuration applications Enterprise Manager and Recorder Manager which you can use to configure and manage these two components. Enterprise Manager Use the Enterprise Manager to configure the following: data sources, which include phones (or PBX/ACDs) and local area network (LAN) workstations (for screen recording), and require the configuration of phones and extensions, member groups, workstations and workstation groups (see Data Sources on page 21) attributes, used for tagging and business rules (see Attributes on page 22 and Business Rules on page 22) user-defined fields (see UDF Mappings on page 23) Figure 1-1: Enterprise Manager The following diagram illustrates where each of these elements fits into your Impact 360 Recording system. Below the diagram are descriptions of these and other concepts that you should familiarize yourself with before proceeding to Chapter 2: Configuring the Integration Service. Integration Service Integration Guide 19

20 Chapter 1 - Introduction About Integrations Server Roles The Integration Service is considered a server role, and, as such, is specified during Impact 360 Recording installation. Refer to the Impact 360 Recording Installation Guide for more information. In Enterprise Manager, server roles are reflected in System > Installations > Settings > Server Roles. The following server roles are available: IP Recorder Records IP calls from IP data sources, such as switches and IP gateways. TDM Recorder Records TDM calls from data sources. Integration Service Integration Guide 20

21 Chapter 1 - Introduction About Integrations Screen Recorder Records agent workstation screens. IP Analyzer Spans IP traffic from an IP data source and distributes the traffic to designated gateways and recorders. Integration Service Connects to a data source such as a phone or LAN. Enterprise Archive Archives calls or screens from the local archiver on two or more recorders to a central archiving system (CAM) that is accessible from Viewer. Sites and Installations Sites and site groups allow you to organize recorders across the enterprise, based on criteria such as geography or business requirements. A site can be a physical location or any other organizational unit. An installation is a construct that allows you to associate sites or site groups with a recorder or other server type. Data Sources Data sources are third-party systems, such as private branch exchanges (PBXs) and CTI Middleware Servers, that generate agent state, device state, and data change events.the Recorder makes business decisions on the interactions to record based on the events supplied by the Integration Service. They also provide business views of interactions based on different logic. Each type of recording you can configure involves a different type of data source: Phone or PBX data sources are for voice recording Dialer data sources are for voice recording for a dialer LAN data sources are for screen capture (also called screen recording) Member Groups Member Groups are groupings of different elements, such as extensions, trunk spans and extension pools. By specifying recording control types for extensions within member groups you can define Station-side, Trunk-side, or IP Recording setups Recorder Control Types on page 41 describes this aspect of configuration. Phones All of the phones you wish to perform recording on are associated with a Phone data source during configuration, in Enterprise Manager. A phone will have a primary extension and optional secondary extensions. To each extension, you must assign a recording mode that determines the kind of recording that can occur on the extension. The recording mode options are: Recorder Controlled The Recorder controls recording of the extensions or trunks and implements the default recording modes. In this case either Unify or Integration Service is used only for tagging. External Controlled Recording is controlled by a 3rd party application, which redirects audio to the Recorder. For use with Cisco DMS bulk recording. Integration Service Integration Guide 21

22 Chapter 1 - Introduction About Integrations CTI Controlled The Integration Service controls recording of the extensions or trunks and implements the default recording modes. Duplicate Streaming Controlled Same as CTI Controlled with the additional requirement that the Integration Service controls the streaming of the Audio (only valid for IP extensions). For use with Nortel DMS and Cisco DMS bulk recording. Unify Controlled Unify controls recording of the extensions or trunks. Here, the default recording modes are not read by Unify. Instead, the Recorder implements any of the possible default recording modes. You can specify the recording mode when setting up extensions (Creating and Editing Phones/Extensions on page 55). In voice recording, the recording mode and recorder control type define what gets recorded and how see Controlling Recording on page 41 for more Note: information, including descriptions of the recording mode and recorder control type settings necessary to produce the recording behaviour you require. Workstations and Workstation Groups Within your LAN, workstations on which you want to implement screen recording are known as LAN data sources. Whereas you configure Phone switches for recording telephone calls, you set up the LAN as the Data Source for creating and tracking agent workstations for recording screens within those screen, by creating workstations and groups of workstations in both IP and TDM environments. Attributes Your Impact 360 Recording system includes standard Contact, Agent, and CTI attributes. You can use these attributes for tagging and to build business rules, where the attributes become criteria upon which the decision is based to record or not to record. By configuring attributes, you create support for CTI tagging, which facilitates the process of recording and retrieving contacts based on real criteria, such as an agent s ID or extension. Once you have determined which fields you need to use in your system, you can add them as custom attributes, and then map these custom attributes to an adapter. You can also map fields with abstract internal names to meaningful ones, using the lookup mapping feature (for example, you could map a skill ID number to the actual name of the skill). See Configuring UDF Tagging and Attributes on page 70 for configuration instructions. Attributes are also one of the building blocks that comprise business rules, as described below. Business Rules Business rules extend the functionality of your recording system by allowing you to implement recording and tagging on the basis of a business logic that reflects the goals Integration Service Integration Guide 22

23 Chapter 1 - Introduction About Integrations of your enterprise. Each rule consists of a set of conditions (such as "extension starts with") and actions (record, do not record, and so on). The rules trigger recording when contacts that take place between customer interaction center agents and customers meet the specified criteria. See Overview on page 86 for configuration instructions. UDF Mappings You can map the attributes described above to UDFs in the Attributes Database, using the Enterprise Manager. This allows the data provided to be used in a meaningful way in call recording. For example, data typically associated with the attribute named Calling Party in the Enterprise Manager may be supplied to the recorder as something slightly different, such as Caller. If Caller has an association of UDF11 in the third-party data device, you would map UDF11 to Calling Party. See UDF Mapping on page 81 for configuration instructions. Recorder Manager Use the Recorder Manager to configure the adapters that allow the recorder to receive data from third-party devices. Figure 1-2: Recorder Manager Adapters Adapters connect to and receive events from third-party systems or data sources bridging the event data into key-value pairs that are then sent to the Integration Service. Adapters notify the Integration Service of any serious errors in the third-party system, or in the communication with that system. Integration Service Integration Guide 23

24 Chapter 1 - Introduction New in this Release New in this Release This release includes, but is not limited to, the following new features and enhancements. Enhanced Support for Extensions This release includes support for duplicate extensions over multiple data sources that is, the same extension identifier can exist on two different data sources. This release also supports long extensions, such as those required for SIP, up to 255 characters in length. AIM Application Control without CTI Calls It is now possible to apply messages from AIM to recordings, without an intervening CTI call. TDM Integration Service Redundancy This release supports Integration Service Redundancy for TDM Recorders. See Setting up TDM Redundancy on page 110 for more information. Citrix Screen Capture Citrix Screen Capture with Integration Service is now supported. See Recording Terminal Sessions on page 122 for more information. Quality Monitoring Event Filtering Integration Service Call and Agent events can be sent to Quality Monitoring (if your system includes this component) based on Agents or Extensions, or both. For all Quality Monitoring information, see the Quality Monitoring with Impact 360 Recording Guide. Integration Service Integration Guide 24

25 Chapter 2 Configuration Workflow This chapter outlines the high-level steps required to implement each of the following types of recording: Basic Voice Recording on page 27 Dialer Integration on page 35 CTI/Recorder-Controlled Trunk Side TDM on page 29 CTI/Recorder-Controlled IP on page 30 CTI-Controlled Cisco DMS on page 31 Clustered Integration Services with Cisco DMS on page 32 CTI-Controlled Nortel DMS on page 33 Dialer Integration on page 35 BT Trader on page 35

26 Chapter 2 - Configuration Workflow Configuration Workflow Configuration Workflow The steps you need to complete to configure your recorder and associated integrations will depend on the type of recording you need. You can set up each of the following scenarios by following the associated workflow diagram through the procedures in this guide: Basic Voice Recording on page 27 Dialer Integration on page 35 CTI/Recorder-Controlled Trunk Side TDM on page 29 CTI/Recorder-Controlled IP on page 30 CTI-Controlled Cisco DMS on page 31 Clustered Integration Services with Cisco DMS on page 32 CTI-Controlled Nortel DMS on page 33 Dialer Integration on page 35 BT Trader on page 35 These workflows are like checklists that outline the specific procedures that you need to complete. Each one contains links to the location of the procedures within this guide, as well as notes at key configuration points where the settings described are critical to implementing the type of recording you require. Integration Service Integration Guide 26

27 Chapter 2 - Configuration Workflow Configuration Workflow Basic Voice Recording Adding a Recorder to an Enterprise Site on page 51 Note: Viewer is always a separate server even if it is on the Integration Service box. Associating Recorders with the Integration Service on page 53 Create the Phone Data Source on page 97 Associate the Integration Service with the Data Source on page 100 Create Member Groups and Extensions on page 101 Creating and Editing Phones/Extensions on page 55 Configuring UDF Tagging and Attributes on page 70 Creating Agents and Assigning Agent IDs on page 62 (may be optional depending on your requirements refer to section for more details). Setting Up Screen Recording on page 114 (optional) Setting up Business Rules on page 86 Integration Service Integration Guide 27

28 Chapter 2 - Configuration Workflow Configuration Workflow CTI/Recorder-Controlled Station Side TDM Adding a Recorder to an Enterprise Site on page 51 Note: Viewer is always a separate server even if it is on the Integration Service box. Associating Recorders with the Integration Service on page 53 Create the Phone Data Source on page 97 Associate the Integration Service with the Data Source on page 100 Create Member Groups and Extensions > TDM Station Side Member Group on page 101. Set the Recorder Control Type to Recorder Controlled or CTI Controlled. Creating and Editing Phones/Extensions on page 55 Configuring UDF Tagging and Attributes on page 70 Creating Agents and Assigning Agent IDs on page 62 (may be optional depending on your requirements refer to section for more details). Setting Up Screen Recording on page 114 (optional) Setting up Business Rules on page 86 Integration Service Integration Guide 28

29 Chapter 2 - Configuration Workflow Configuration Workflow CTI/Recorder-Controlled Trunk Side TDM Adding a Recorder to an Enterprise Site on page 51 Note: Viewer is always a separate server even if it is on the Integration Service box. Associating Recorders with the Integration Service on page 53 Create the Phone Data Source on page 97 Associate the Integration Service with the Data Source on page 100 Create Member Groups and Extensions > TDM Trunk Side Member Group on page 104. Set the Recorder Control Type to Recorder Controlled or CTI Controlled Creating and Editing Phones/Extensions on page 55 Configuring UDF Tagging and Attributes on page 70 Creating Agents and Assigning Agent IDs on page 62 (may be optional depending on your requirements refer to section for more details). Setting Up Screen Recording on page 114 (optional) Setting up Business Rules on page 86 Integration Service Integration Guide 29

30 Chapter 2 - Configuration Workflow Configuration Workflow CTI/Recorder-Controlled IP Adding a Recorder to an Enterprise Site on page 51 Note: Viewer is always a separate server even if it is on the Integration Service box. Associating Recorders with the Integration Service on page 53 Create the Phone Data Source on page 97 Associate the Integration Service with the Data Source on page 100 Create Member Groups and Extensions > IP Member Group on page 106. Set the Recorder Control Type to Recorder Controlled or CTI Controlled Creating and Editing Phones/Extensions on page 55 Configuring UDF Tagging and Attributes on page 70 Creating Agents and Assigning Agent IDs on page 62 (may be optional depending on your requirements refer to section for more details). Setting Up Screen Recording on page 114 (optional) Setting up Business Rules on page 86 Integration Service Integration Guide 30

31 Chapter 2 - Configuration Workflow Configuration Workflow CTI-Controlled Cisco DMS Adding a Recorder to an Enterprise Site on page 51 Note: Viewer is always a separate server even if it is on the Integration Service box. Associating Recorders with the Integration Service on page 53 Create the Phone Data Source on page 97 Associate the Integration Service with the Data Source on page 100 Create Member Groups and Extensions set the Recorder Control Type to External Controlled (for bulk recording mode, in which Cisco sends everything to the Integration Service set the Call Manager Recording Option to Automatic Call Recording Enabled) or Duplicate Streamed (for selective recording, in which a duplicate stream is requested for each call set the Call Manager Recording Option for the line to Application Invoked Recording Enabled). Creating and Editing Phones/Extensions on page 55 Configuring UDF Tagging and Attributes on page 70 Create a Cisco SIP Proxy adapter to support Cisco DMS see Cisco Call Manager on page 211 Creating Agents and Assigning Agent IDs on page 62 (may be optional depending on your requirements refer to section for more details). Setting Up Screen Recording on page 114 (optional) Integration Service Integration Guide 31

32 Chapter 2 - Configuration Workflow Configuration Workflow Clustered Integration Services with Cisco DMS Enable Clustered Integration Services (see Setting Up Clustered Integration Services on page 111) Create Server Installations. One server will be primary and one will be secondary. See Adding a Recorder to an Enterprise Site on page 51 Associating Recorders with the Integration Service on page 53 Create the Phone Data Source on page 97. Associate the phone data source with both the primary and secondary Integration Service servers see Associate the Integration Service with the Data Source on page 100 Create an IP Extension Pool Member Group see IP Member Group on page 106. Associate the Member Group with the recorder being used for Cisco DMS, and set the Recorder Control Type to External Controlled or Duplicate Streamed. Creating and Editing Phones/Extensions on page 55 set the recording mode to Record. Configuring UDF Tagging and Attributes on page 70 Associating Recorders with the Integration Service on page 53 associate the recorders to the multiple integration services. For example, if you have set up a primary and secondary IS, associate the Primary with the Secondary, and vice versa. Creating Agents and Assigning Agent IDs on page 62 (may be optional depending on your requirements refer to section for more details). Setting Up Screen Recording on page 114 (optional) Integration Service Integration Guide 32

33 Chapter 2 - Configuration Workflow Configuration Workflow CTI-Controlled Nortel DMS Adding a Recorder to an Enterprise Site on page 51 Note: Viewer is always a separate server even if it is on the Integration Service box. Associating Recorders with the Integration Service on page 53 Create the Phone Data Source on page 97. Set the Data Source Switch Type to Nortel CS1000/Meridian1/ Succession. Associate the Integration Service with the Data Source on page 100 Create Member Groups and Extensions set Recorder Control Type to Duplicate Streamed. Creating and Editing Phones/Extensions on page 55. Set the Recording Mode to Record, Do Not Record, or Application Controlled, depending on the desired functionality (see Controlling Recording on page 41). Configuring UDF Tagging and Attributes on page 70 Create a Symposium adapter for Nortel/Meridian Succession see Nortel Meridian/Succession via MLS in the Nortel Integration Guide. Creating Agents and Assigning Agent IDs on page 62 (may be optional depending on your requirements refer to section for more details). Setting Up Screen Recording on page 114 (optional) Integration Service Integration Guide 33

34 Chapter 2 - Configuration Workflow Configuration Workflow Screen Recording Adding a Recorder to an Enterprise Site on page 51 Note: Viewer is always a separate server even if it is on the Integration Service box. Associating Recorders with the Integration Service on page 53 Creating the LAN Data Source on page 116 Associating Integration Service with the Data Source on page 117 Creating Workstation Groups on page 118 Associating Workstation Groups with a Recorder on page 119 Setting Up Workstations and Workstation Groups on page 118 Creating Agents and Assigning Agent IDs on page 62 (may be optional depending on your requirements refer to section for more details). Setting Up Business Rules for Screen Recording on page 124 Integration Service Integration Guide 34

35 Chapter 2 - Configuration Workflow Configuration Workflow Dialer Integration Create the Phone Data Source on page 97 Create a TDM Trunk Side Member Group on page 104 Creating a Dialer Data Source on page 125 Creating Data Source Groups on page 60 Creating Agents and Assigning Agent IDs on page 62 and Adding Agent Mappings on page 67 (may be optional depending on your requirements refer to section for more details). BT Trader For BT Trader instructions, refer to the BT Recorder Implementation Guide. Integration Service Integration Guide 35

36 Chapter 2 - Configuration Workflow Configuration Workflow Integration Service Integration Guide 36

37 Chapter 3 Configuring the Integration Service This chapter describes the Integration Service configuration process from start to finish, including the following tasks: Getting Started, page 38 Setting Up the Environment, page 39 Essential Concepts in Impact 360 Recording, page 41 Setting Up Voice Recording, page 96 Setting Up Screen Recording, page 114 Setting up a Dialer Integration, page 125 Configuring a CTI Adapter, page 128

38 Chapter 3 - Configuring the Integration Service Getting Started Getting Started This chapter contains step-by-step instructions for all of the tasks required to set up recording integrations. To determine which tasks are relevant to the type of recording you want to perform in your particular environment (for example, CTI/Recorder- Controlled Trunk Side TDM, or Screen Recording), and the order in which to complete those tasks, see Configuration Workflow on page 25 for a master checklist, which will guide you through the following tasks as applicable: Setting Up the Environment, page 39 Essential Concepts in Impact 360 Recording, page 41 Setting Up Voice Recording, page 96 Setting Up Screen Recording, page 114 Setting up a Dialer Integration, page 125 Configuring a CTI Adapter, page 128 Setting up Business Rules, page 86 Several tasks common to the above processes appear in the section Common Recording Configuration Tasks on page 50. Note: Before you begin, read Chapter 1: Introduction, to ensure that you understand the different elements in your recording system that are involved in setting up integrations service recording solutions. To recap: The Integration Service manages adapters, call tracking, event processing and business rules. Adapters connect to and receive events from third-party systems or data sources. The Enterprise Manager and Recorder Manager applications allow you to configure the Integration Service. The Enterprise Manager enables you to configure enterprise-level configuration details such as data sources, extensions, member groups, and agents. The Recorder Manager allows you to configure adapters. Integration Service Integration Guide 38

39 Chapter 3 - Configuring the Integration Service Setting Up the Environment Setting Up the Environment Switches and other third-party devices in use within your system will require configuration in order to set up an integration. This information is covered in a series of Guides, available on the Recorder software, Product Central, and the Partner Extranet. Supported Switches and other Third-Party Devices At the time of this release, the following guides are available, covering configuration of the devices and environments listed (additional guides may become available to support new integration types): Alcatel Integration Guide Alcatel OmniPCX 4400 Via Alcatel TSAPI Aspect Aspect Call Center via Event Bridge Aspect Call Center via Contact Server Aspect Unison/Ensemble/ Ensemble Pro Avaya Integration Guide Avaya Definity G3/ S8x00 via Avaya Definity LAN Gateway Avaya ASAI via CVLAN Adapter Avaya Definity G3/S8x00 via Avaya CT (TSAPI) Avaya Definity G3/S8x00 via Genesys Avaya CT Connect Avaya Via ICM Avaya PDS Cisco Integration Guide CTI Controlled Solution via JTAPI Duplicate Streamed Recording Solution Recorder Controlled Solution with Tagging via JTAPI and/or Cisco ICM JTAPI Adapters Cisco ICM Adapter Genesys Integration Guide Genesys SIP Switch with Genesys TServer Nortel Integration Guide Nortel Meridian/Succession via Symposium Nortel Meridian/Succession via CT Connect Nortel Meridian/Succession via Genesys Integration Service Integration Guide 39

40 Chapter 3 - Configuring the Integration Service Setting Up the Environment BT ITS For instructions on how to configure a recording solution for BT ITS, see the BT ITS Recorder Implementation Guide. Quality Monitoring For instructions on configuring the Integration Service for Impact 360 Recording with Quality Monitoring, see Quality Monitoring with Full-time Recording. Integration Service Integration Guide 40

41 Chapter 3 - Configuring the Integration Service Essential Concepts in Impact 360 Recording Essential Concepts in Impact 360 Recording Calls are recorded by tapping into telephone lines at different points in the telephone network. The recorder supports both TDM and IP recording, including trunk-side recording (TDM) or gateway recording (IP), and station-side recording (TDM) or extension-side recording (IP) recording. You can configure each of these types of recording by using Enterprise Manager to set up extension groups or pools (called member groups), each with a data source that defines where the recorded call is coming from, and then setting recording modes. This section outlines important concepts related to voice recording. Once you have familiarized yourself with these concepts, proceed to one of the following sections for step-by-step configuration instructions, depending on the type of recording you are setting up: Setting Up Voice Recording on page 96 Setting Up Screen Recording on page 114 Setting up a Dialer Integration on page 125 The following sections describe how to control recording (Controlling Recording, page 41), as well as network topologies for TDM recording (TDM Recording, page 43) and IP recording (IP Recording, page 45). Controlling Recording Your recorder control type and default extension recording mode setting work in combination to define how and when recording occurs. You can configure each of these settings as follows: Recorder Control Type: Set the Recorder Control Type in the Enterprise Manager, as part of setting up Station-side recording (page 101), Trunk-side recording (page 104), or IP Recording (page 106). See Recorder Control Types on page 41. Default Extension Recording Mode: See Extension Recording Modes on page 42. To achieve the recording behavior you expect, it is essential that you configure these settings such that they do not contradict one another. The section Recommended Settings for Recorder Control Types and Recording Modes on page 43 outlines supported configurations, as well as configurations that you should avoid. Recorder Control Types The two main deployment types are CTI Controlled and Recorder Controlled. Recorder Control types apply to member groups, which define phone extensions associated with trunk groups (spans), station-side extension groups, and IP extension pools (IP only). The recording control type on the member group determines what method will be used Integration Service Integration Guide 41

42 Chapter 3 - Configuring the Integration Service Essential Concepts in Impact 360 Recording to record extensions assigned to that member group, and a given deployment can be a mix of any or all of the Control Types in this section. CTI Controlled deployments are those in which the Integration Service controls call recording. Recorder Controlled deployments are those in which the recorders themselves control recording, and the Integration Service only provides tagging data. In the context of an IP recorder, recording is accomplished by a means of decoding of IP control packets, such as Skinny or SIP. In the context of a TDM recorder, recording control is accomplished through either D-Channel detect, VOX, CAS, line voltage (tap sense) recording, and the Integration Service provides tagging information from CTI events. When you use this control type, Unify or Integration Service are used only for tagging purposes. In addition to the recorder control types described above, an additional option Unify Controlled is available. With Unify Controlled, Unify is responsible for controlling recording of the extensions or trunks. In this case, the default recording modes are not read by Unify so it is up to the Unify script to implement any of the possible default recording modes. The Duplicate Stream recorder control type is available when you are using Nortel DMS or the Cisco SIP implementation. Duplicate Stream is the same as CTI Controlled in that the Integration Service will control recording based on CTI events, but in addition this tells the Integration Service that the recordings will be accomplished by directing the RTP streams to the recorders via CTI commands. The External Controlled recorder control type is available when using the Cisco SIP implementation. Using External Controlled, recording is controlled through a third party redirecting audio to the recorder; this method of getting the audio to the recorder distinguishes External controlled from CTI Controlled, but the two recorder control types are similar. Extension Recording Modes Each phone associated with a Phone data source has a primary extension, as well as optional secondary extensions. Each extension has a default recording mode that determines the recording behavior for that extension. Available recording modes are Record, Do Not Record, Application Controlled Recording, and Start at Business Rule. The behavior for each of these modes is as follows: Record Record all calls on this extension. However, if a Do Not Record Business Rule triggers, the recording will be deleted, regardless of all other settings or rules. Recordings can also be blocked by tools such as AIM and Unify Desktop Start at Business Rule Do not record calls on this extension until a business rule is triggered or an external API command starts recording. However, if a Do Not Record Business Rule triggers, the recording will be deleted, regardless of all other settings or rules. Application Controlled Record every call, and then delete it. At any time during a call, a Business Rule or external API command can cause the recorder to keep the call. However, if a Do Not Record Business Rule triggers, the recording will be deleted, regardless of all other settings or rules. Integration Service Integration Guide 42