Customer Integration Tasks
The information in this section is provided for your reference only. Detailed steps for the Avaya configuration can be found in Avaya’s documentation, which is available on the Avaya website. You should always use the appropriate documentation from Avaya to install and configure Avaya components.
In addition to these procedures, refer to the Customer Guide to Passive VoIP Recording for tasks related to setting up the audio acquisition.
Enable the IPIE Prompt on the CS1000
The IPIE Prompt on the CS1000 enables or disables IP Call Recording system-wide, and is disabled by default. You must enable it for this integration so the PBX sends a modified Application Module Link (AML) message identifying the IP endpoint for each call. The IPIE Prompt is in LD 17 under system parameters (PARM).
After you complete this procedure, return to the Customer Configuration Overview.
Configure IP Call Recording CLS
The CLS ICRD/ICRA responses are used to configure whether or not an IP Phone allows call recording. The CLS must be set to ICRA for each IP phone to allow call recording. You can change the CLS in LD 11.
To determine whether a phone is configured with the proper CLS, perform an LD 20 printout. The ICRA flag will be listed in the CLS. To see how many phones have the ICRA CLS enabled, view the ICRA/ICRD responses to the FEAT prompt in LD 81.
Applying ICRA class of service to a non-IP Phone generates error SCH1599.
If you change the class of service on an IP Phone during an active call, the Call Server will disconnect the call to apply the change.
As of Avaya (Nortel) CS1000 Release 7.0, ICRA/ICRD classes of service have been replaced with RECA/RECD, respectively. Attempting to use the older classes in newer releases generates error SCH2381. For details, see Avaya's Software Input Output Reference –System Messages guide for Avaya (Nortel) Communication Server 1000 Release 7.0.
Generate a DN Database List
In an Avaya CS1000 environment, each phone can have different DNs (extension numbers) assigned to it. To record ACD calls, the ACID of each phone is needed. The ACID roughly equates to a position ID or line appearance. When an agent signs into the phone, their agent number is attached to this ACID.
Phone have DNs of their own, which are used when an agent places a call or when a non-ACD call is received. These DNs are usually listed with a TYPE parameter of SL1. Avaya MLS requires that these monitors be started in a different way.
ACDNs can also be monitored for additional call detail. The ACDN determines the pool of agents to which calls are distributed. This is equivalent to an ACD queue.
You will need to provide each of these values for any phone you want to record to your Uptivity Installation team. Obtaining the DN database that contains these values requires console access to and administrative privileges for the Avaya CS1000.
inContact recommends that you use a terminal program (such as PuTTY or SecureCRT) with a buffer capture feature to capture the printout of this listing for later use. Within such a program, set up and run the following command on the Avaya console:
- Overlay Number — LD 20
- REQ — PRT
- TYPE — DNB
The remaining fields can be left blank.
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