Integration Overview

This guide should be used with NICE Uptivity(formerly Uptivity Premise) 16.2 or higher.

The Avaya DT-SO integration uses T1/E1 terminating trunks as the audio source, and receives call control events and metadata through AES using TSAPI. Uptivity detects when a station joins a call and makes a service observe request to the PBX. The Avaya PBX then delivers the audio to the trunk. The number of trunk members available determines the number of simultaneous calls that can be recorded. For example, if two T1s are deployed in a PRI configuration, this allows for 46 simultaneous calls to be recorded (2 x 23 channels).

Field

Description
Avaya CM Controls audio presented to and from digital phones, IP phones, or both.
Avaya AES Provides a CTI Interface for call metadata and call control events that can be used as recording triggers.
Ai-Logix DT Card Audio capture card(s) installed in the Uptivity recording server.
Uptivity Recording Server Receives audio, call control events, and business data. Provides a CTI interface for recording. May also host the Web Portal for playback and system administration.

Wiring Example

A T1 crossover cable or adapter may be needed to connect the Ai-Logix card to the Avaya DS1 Circuit pack. For more information, refer to AudioCodes documentation available on the AudioCodes Support website or from your installation team.

Need-to-Knows

This integration uses Avaya TSAPI. Refer to the Uptivity Customer Guide to Avaya TSAPI Integrations for additional limitations, licensing requirements, and customer integration tasks.

Field

Description
AES Application Enablement Services. The AES server in an Avaya contact center hosts software that provides CTI events.
Avaya CMS Avaya Call Management System. This contact center product is designed for businesses with complex contact center operations and high call volume. Sometimes referred to as Avaya CM.
GEDI Graphically-Enhanced DEFINITY Interface. Used by the customer or Avaya vendor to configure the Avaya CMS.
SO Service Observe. Avaya functionality that allows a person or device to listen to a call in progress.
TDM Time Division Multiplexing. Commonly-used as an acronym for traditional wired telephony, as opposed to VoIP (Voice over Internet Protocol).
TSAPI Telephone Services Application Programming Interface. Avaya TSAPI is software provides the call control events and metadata to Uptivity.
S8300, S8500, S8700 Common models of Avaya PBX equipment.

Known Limitations

  • This integration provides “muxed” (mono) audio and therefore does not support speaker separation for reporting or analytics.
  • Versions of Avaya CM prior to v4.0 allow only one Service Observer in a call.
  • The Avaya DT-SO integration does not support the real-time blackout functionality in Uptivity.

Customer Responsibilities

You are responsible for supplying the physical connection(s), IP connection(s), or both to your telephone system and LAN, and for obtaining and loading any licensing required by Avaya. You are also responsible for configuring Avaya system components to support the recording integration. See the Customer Integration Tasks section for additional information.

If you supply the server hardware for the installation, then you are also responsible for installing the physical Ai-Logix cards in the server.

Avaya Requirements

Hardware

  • Avaya S8300, S8500, or S8700 media server

  • Avaya DS1 Circuit Packs

Software

  • Avaya CM v3.1 through 7.0

Licensing

  • One (1) Station License per channel

Uptivity Requirements

Hardware

Uptivity hardware requirements vary depending on system configurations. Appropriate hardware is identified during the system implementation process. For additional information, search online help for keyword site requirements.

Along with standard hardware, one or more of the following is specifically required for this integration based on the number of trunks to be recorded:

  • AudioCodes DT 6409 T1/E1 Terminating Tap Call Recording Blade

This card is dual-port and can connect to up to two (2) T1/E1 trunks. The number of channels that can be recorded per trunk varies depending on the configuration of the trunk itself:

  • Single T1 — 24 channels (23 channels for ISDN-signaled T1)

  • Dual T1 — 48 channels (46 channels for ISDN-signaled T1)

  • Single E1 — 30 channels

  • Dual E1 — 60 channels

Software

This guide covers the following:

  • Uptivity, v5.6 or higher

Additional third-party software is required for the Ai-Logix digital trunk integration:

  • AudioCodes SmartWORKS v3.11 – 5.4

  • AudioCodes SmartWORKS v5.9 in MS 2012 environments

Licensing

  • One (1) Voice seat license per trunk channel

  • Additional licensing may be required if the system includes optional features (for example, Uptivity Screen Recording)

Customer Configuration Overview

The following table provides a high-level overview of the customer configuration steps in Avaya DT-SO integrations. Links are provided for tasks that are covered in this guide.

  1. Install the Ai-Logix cards in the customer-supplied servers.

  2. Complete all necessary physical connections between the recording servers and the telephony system.

  3. Complete all necessary physical and IP connections between the recording servers and the LAN.

  4. Obtain any necessary Avaya software and licensing.

  5. Complete the tasks and procedures detailed in the Customer Guide to Avaya TSAPI Integrations.

  6. Set Call Center System Parameters.

  7. Enable Service Observing.

  8. Set a Service Observe Feature Access Code.

  9. Create a Class of Restriction (COR).

  10. Configure the DS1 Circuit Pack.

  11. Configure the Trunk Group.

  12. Configure the Trunk Signaling Group.

  13. Configure the Trunk Group Channels.

 

 

 

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