Integration Overview

Version Support: Avaya VoIP-MLS versions 6.0-7.6 SP9

The Avaya VoIP-MLS integration is used in environments with an Avaya CS1000 PBX. Call control events and metadata are received from the MLS server. The customer mirrors ports 5000 and 5100 for IP phones to a single port on a switch. NICE Uptivity listens to these ports and records any relevant traffic. This type of audio acquisition is known as passive VoIP recording. Components of this integration are:

Field

Description
Avaya Communication Server (CS) 1000 PBX component that controls the audio being presented to and from digital phones, IP phones, or both.
Avaya Contact Center Manager Server (CCMS) Supports MLS and provides CTI call events such as start/stop to the Uptivity server.
NICE Uptivity Recording Server Receives call control events, business data, and audio. Provides a CTI interface recording audio. Creates call records and manages recording storage. May also host the Web Portal for playback and system administration.

Need-to-Knows

This integration relies on passive VoIP recording for audio acquisition. Passive VoIP recording requires additional considerations and is covered in the Customer Guide to Passive VoIP Recording. You will need to refer to that document for additional information, integration tasks, and administration tasks.

Terminology

To ensure a common frame of reference, this guide uses the following terms in conjunction with this Avaya integration:

  • AACC — Avaya Aura Contact Center. AACC is an Avaya contact center product that is common in VoIP environments and in multi-channel call centers due to its support for non-voice interactions.
  • CS1000 — Legacy Nortel contact center PBX. It has been rebranded as Avaya and is still in use.
  • MLS — Meridian Link Services. MLS is a legacy Nortel product that has been rebranded as Avaya and is still widely used.

Customer Responsibilities

You are responsible for supplying any physical and IP connections to your telephone system, as well as obtaining any licensing required by Avaya. You may also be responsible for configuring Avaya system components to support the recording integration. See your specific integration in the Customer Integration Tasks section for additional information.

Avaya Requirements

Hardware

  • Avaya Communication Server (CS) 1000
  • Phase II or higher IP Phones

Software

  • Succession/CS1000 Release 4.5 – 7.5
  • Contact Center Manager Server (CCMS) 6.0 – 7.5

Licensing

  • Associated Set (AST) licensing is required for any phones to be recorded

NICE 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.

Software

  • NICE Uptivity

Licensing

  • 1 Voice seat license per named agent
  • Additional licensing may be required if the system includes optional features (for example, NICE Uptivity Screen Recording)

Customer Configuration Overview

  1. Complete all necessary physical and IP connections between the recording servers and the LAN.
  2. Obtain any necessary Avaya software and licensing.
  3. Enable the IPIE Prompt on the CS1000.
  4. Configure IP Call Recording CLS.
  5. Generate a DN Database List and provide the information to the Uptivity installation team.
  6. Complete steps required for passive VoIP audio acquisition. See the Customer Guide to Passive VoIP Recording for more information.

 

 

Next Section >>