Configure Avaya SBCE for SIPREC recording for QM and Analytics

To configure Avaya SBCE for SIPREC recording in Workforce Optimization, you must configure a data server and a telephony group. A telephony group consists of at least one signaling source, one signaling group, one signaling server, one recording group, and your contact center devices. You can add backups for any of these items. Adding backups is optional, but we recommend it for resiliency purposes.

Different configurations of telephony groups, signaling groups, and recording groups are supported based on the telephony group type. For Avaya SBCE, the following table details the minimum number of groups that can be configured. The SIPREC service uses Port 5060.

Telephony Groups 1 or more
Signaling Groups per Telephony Group 1 or more
Recording Groups per Signaling Group 1 or more
CTI Service Notes N/A
NOTE   

When configuring recording groups remember the following points:

  • If you have users in a gateway recording environment who require screen recording, you must create a recording group that connects to a CTI server and has no Record (Audio Capture) servers assigned to it.

  • You can assign one or more Record servers to a recording group. A recording group requires at least one primary Record server.

    Signaling services exhaust the capacity of the primary Record servers before sending calls to secondary Record servers. If the primary signaling server is disabled (due to manual shutdown or system error), the secondary signaling server still sends calls to the primary Record servers unless the primary Record servers are also unavailable.

  • A Record server can belong to only one recording group.
  • You can move Record servers between recording groups.

Prerequisites

  • You have the Administer Tenant and Configure Telephony Groups permissions. For more information on Workforce Optimization permissions, see Manage roles and permissions for QM, Analytics, and Insights.
  • You have created at least two Workforce Optimization data servers:
    • One that you will use for syncing users and devices and for reconciliation.
    • One that you will use for SIPREC and voice recording. You can use two separate servers for SIPREC and voice recording if needed.
  • (Screen recording only) You have created a CTI data server that is dedicated to screen recording. This server is in addition to the two servers listed above, for a total of at least three data servers. If your organization is not recording screens, this server is not necessary.
  • You have configured an Avaya ACD.
  • You have configured Avaya Communication Manager (CM). See the Avaya DevConnect Application Notes for configuration instructions.
  • You have configured Avaya Application Enablement Services (AES). See the Avaya DevConnect Application Notes for configuration instructions.
  • You have enabled the UCID parameter in Avaya SBCE. See chapter 19 of Administering Avaya Session Border Controller for Enterprise for more information.

Page Locations

  • Application Management > Global > System Configuration > Data Server Configuration
  • Application Management > QM > QM Configuration > Telephony Groups

Procedures

Configure the data server for syncing users and devices and for reconciliation

  1. On the Data Server Configuration page, select the data server that is dedicated to syncing users and devices and to reconciliation from the Select Data Server Configuration drop-down list.
  2. In the Regional Data Server ACD Sync Settings section, select Enable Sync and move the configured Avaya ACD from Available to Assigned.
  3. In the Regional Data Server Reconciliation Settings section, select Enable Reconciliation and move the configured Avaya ACD from Available to Assigned.
  4. In the Data Server Device Sync Settings section, select Enable Device Sync.
  5. Click Save.

Configure the data server for SIPREC and voice recording

If needed, you can use two separate servers here: one for SIPREC and the other for voice recording.

  1. On the Data Server Configuration page, select the data server that is dedicated to SIPREC and voice recording from the Select Data Server Configuration drop-down list.
  2. In the Recording SIPREC Signaling Server Settings section, select Enable SIPREC Signaling. An empty text field appears.
  3. Enter the data server’s IP address in the text field.
  4. In the Recording Capture Server Settings section, select Enable Audio Recording. Two empty text fields appear.
  5. Enter the data server’s IP address or hostname in the first text field.
  6. In the second text field, enter the directory location where recording files are stored temporarily before being uploaded.
  7. Click Save.

Configure the CTI data server for screen recording

Follow these steps if your organization is recording agents’ screens. If you are not recording screens, skip this step.

  1. On the Data Server Configuration page, select the CTI data server that is dedicated to screen recording from the Select Data Server Configuration drop-down list.
  2. In the Recording CTI Signaling Server Settings section, select Enable CTI Signaling. An empty text field appears.
  3. Enter the IP address or hostname for the server that is dedicated to reconciliation in the text field.
  4. Click Save.

Create the telephony group for SIPREC and voice recording

  1. On the Telephony Groups page, enter a name for the group in the Telephony Group Name field.
  2. Select Avaya SBC SIPREC from the Telephony Group Platform Type drop-down list.
  3. Click Add. Additional fields appear.
  4. Enter a name for the signaling group in the Signaling Groups field.
  5. Click Add.
  6. Select the server that is dedicated to SIPREC and voice recording from the Primary QM Signaling Data Server drop-down list.
  7. Click Next.
  8. Enter a name for the recording group in the Recording Group Name field.
  9. Select the group that you just created.
  10. In the Recording Groups Assignment table, locate the server that is dedicated to SIPREC and voice recording, and select the recording group that you just created from the Recording Group drop-down list next to that server.
  11. Select Primary from the Priority drop-down list.
  12. Click Save.
  13. Restart the server that is dedicated to SIPREC and voice recording.

Create the telephony group for screen recording

If your organization is recording agents’ screens, you need to set up an additional telephony group. If you are not recording screens, skip this procedure.

  1. On the Telephony Groups page, enter a name for the group in the Telephony Group Name field.
  2. Select Avaya Communication Manager from the Telephony Group Platform Type drop-down list.
  3. Click Add. Additional fields appear.
  4. In the Device Password section, select Use Static Password.
  5. Enter the device password in the Password field.
  6. Select the Avaya ACD that you configured from the Associated Avaya ACD drop-down list.
  7. Select the data server that is dedicated to syncing users and devices from the Device Synchronization Data Server drop-down list.
  8. In the Application Enablement Services Information section, enter the AES switch name in the Switch Connection Name field.
  9. Enter the AES hostname or IP address in the Hostname / IP Address field.
  10. Enter the port number used by AES in the Port field.
  11. (Optional) If you have enabled encryption to the AES connection port, select Use Secure Connection.
  12. In the User Credentials section, enter the User Name and Password for an AES user account.
  13. Click Add.
  14. Click Next.
  15. Enter a name for the signaling group in the Signaling Groups Name field.
  16. Click Add. Additional fields appear.
  17. Select the CTI data server from the Primary QM Signaling Server drop-down list.
  18. Select the Avaya AES server from the AES Server drop-down list.
  19. Click Save.

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