Integration Tasks for ShoreTel TAPI-WAV 

Complete these tasks for the customer-side configuration for the ShoreTel integration with NICE Uptivity:

  1. Complete all necessary physical and IP connections between all recording servers and the LAN.
  2. In ShoreTel Director, configure a Route Point for NICE Uptivity. Provide the route point extension to the Uptivityinstallation team.
  3. Configure the Agent Class of Service for Recording for all users who are to be recorded.
  4. If you want to, configure integration with ShoreTel Contact Center.
  5. If you want to, configure recording beep tones in ShoreTel Director.
  6. After the Uptivitysoftware is installed and the Web Portal is configured, install and register ShoreWare Remote Server.

Configure a Route Point for NICE Uptivity

The information in this section is provided for reference only. You can find detailed information about ShoreTel configuration in ShoreTel's documentation, which is available on the ShoreTel website. Always use the appropriate manuals and/or guides from ShoreTel to install and configure ShoreTel components.

  1. Log in to ShoreTel Contact Center Director with an appropriately-permissioned account.
  2. Click Administration → Call Control → Route Points.
  3. For Route Point Server, select the Uptivityrecording server from the drop-down list of application servers. Make note of the extension assigned to the route point and provide it to the Uptivityinstallation team.
  4. For Call Stack Depth, select the number of recording channels purchased with Uptivity. This is the number of simultaneous calls to which the route point can be connected; each route point has a limited number of calls it can connect to at a time.
  5. Click Save.

Configure the Agent Class of Service for Recording

Before the system can record agents' calls, all agents must have the ability to record themselves.

  1. Log in to ShoreTel Contact Center Director with an appropriately-permissioned account.
  2. Click Administration → Users → Individual Users.
  3. For each user to be recorded, click the link in the User Group column.
  4. Next to the COS – Telephony field, click Go to this Class of Service.
  5. Select Allow Recording of Own Calls and click Save.

Configure Contact Center Integration

If you use ShoreTel Contact Center software, you can opt to configure Contact Center to pass call metadata through ShoreTel Director into the TAPI events received for a phone. The Uptivityinstallation team can modify the channel script to include this metadata in the call record.

For a complete description of mandatory and user-defined call profiles, and their associated user fields, see the ShoreTel Contact Center Administrator Guide.

  1. On the Contact Center Server, in the directory in which ShoreTel Contact Center is installed, use a text editor (such as Notepad) to create a file named shoretelcfg.ini.
  2. In the shoretelcfg.ini file, add a section named call_profile.

  3. In the call_profile section, specify a key named user_fields with call profile field names as values. Separate the values with a comma. For example:

    [call_profile]
    user_fields=AGENT_NUMBER, AccNo, Balance, DueDate
  4. Restart the Contact Center Server.

The specified call profile field values will now display in the TAPI call properties and be available to the Uptivitychannel script.

Recording Beep Tones

ShoreTel Connect Contact Center Director offers the option of playing a beep tone on 2-way or Make Me Conference calls. The tone indicates the call is being monitored or recorded. This option is enabled by default and is a global setting.

When the recording is silent or hidden, there is no visual or audible indication that the call is being recorded. The periodic beeping sound (used to notify call participants that their calls are being recorded) is suppressed.

Recording beep tones can be configured on the Call Control Options page of the ShoreTel Connect Contact Center Director web portal. Refer to the ShoreTel Administration Guide for more information regarding this feature.

Install ShoreWare Remote Server

After the Uptivity installation engineer has installed the software and configured the Web Portal, you must install the ShoreWare Remote Server software on the recording server. For detailed instructions on installing Remote Server software, refer to the appropriate ShoreTel Planning and Installation Guide for your version of the PBX.

  1. Download the Remote Server software using the ShoreTel Director web interface. It can usually be found at this URL:
    http://<directorhost>/ShoreWareDirector/RemoteInstall/
    where <directorhost> is the TCP/IP address or host name of your ShoreTel Contact Center Director server. If you cannot find the software download, contact your ShoreTel representative.
  2. Follow the prompts to install the application server.
  3. When prompted for the IP address or name of the headquarters server, enter the IP address (or hostname) of the ShoreTel Contact Center Director.
  4. After a successful installation, you will be prompted to reboot the server.

Register ShoreWare Remote Server

  1. Go to the ShoreTel Contact Center Director Web administration site at this URL, where <directorhost> is the IP address or host name of the ShoreTel Director Server: http://<directorhost>/ShoreWareDirector/
  2. Log in with an account that has the appropriate permissions.
  3. Click Administration → Application Server.
  4. . On the Application Servers page, select the site to which the application server will be added and click Go.
  5. On the Edit Server page, enter a name for the Uptivityrecording server.
  6. In the Host IP Address field, enter the IP address of the Uptivityrecording server on which you installed the Remote Server software.
  7. Clear the checkbox for Allow Voice Mailboxes.
  8. Click Save.

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