Configure Avaya SBCE SIPREC for QM and Analytics

To configure Avaya SBCE for SIPREC recording in Calabrio ONE, 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 quantity 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 need the View UnReconciled Root Recordings and Configure Telephony Groups permissions enabled.
  • You need to configure a Calabrio ONE data server on Avaya SBCE.
  • You need to Enable 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 a data server for SIPREC

IMPORTANT   The settings in the step 2 table (Regional Data Server Reconciliation, Data Server Device Sync, Recording SIPREC Signaling Server, Recording CTI Signaling Server Settings, and Recording Capture Server settings) can be configured on one data server or they can be configured on separate data servers. If you choose to have more than one data server, ensure that all the step 2 settings are configured on at least one of your multiple data servers.

IMPORTANT   The settings for Recording SIPREC Signaling Server Settings and Recording CTI Signaling Server Settings must be configured on different data servers because they would be on separate telephony groups.

EXAMPLE   I have two data servers. On the first data server, I only have Regional Data Server Reconciliation Settings and Data Server Device Sync Settings configured. On the second data server I only have
Recording SIPREC Signaling Server Settings, Recording CTI Signaling Server Settings, and Recording Capture Server Settings configured. On the second data server I do not have Regional Data Server Reconciliation Settings and Data Server Device Sync Settings configured like I do on the first data server. This configuration example works because I have all required settings configured even though the configuration is across two separate data servers.

  1. Navigate to the Data Server Configuration page.

  2. Configure the following settings.

    Setting Configuration
    Select Data Server Configuration Select the IP address of the SIPREC Data Server you want to configure for Avaya SBCE SIPREC.
    Regional Data Server Reconciliation Settings Select the Enable Reconciliation check box.
    Data Server Device Sync Settings

    Select the Enable Device Sync check box.

    NOTE   This check box is only necessary for reconciliation.
    Recording SIPREC Signaling Server Settings Select the Enable SIPREC Signaling check box, and then enter the hostname or IP address of the Data Server where this signaling service is installed.
    Recording CTI Signaling Server Settings Select the Enable CTI Signaling check box.
    Recording Capture Server Settings

    Select the Enable Audio Recording check box, and then enter the hostname or IP address of the Data Server where this capture/voice record server is installed.

    Files are temporarily stored in the following location by default before they are uploaded in Calabrio ONE.

    C:\Program Files\Common Files\Calabrio ONE\Data Server\recordings
  3. Configure all other fields as desired.
  4. Click Save.

Create an Avaya SBCE SIPREC telephony group

  1. Navigate to the Telephony Groups page.
  2. Enter a unique name in the Telephony Group Name field.
  3. From the Telephony Group Platform Type drop-down list, select Avaya SBC SIPREC.
  4. Click Add. The Signaling tab displays.
  5. Enter a unique name in the Signaling Groups field.
  6. Click Add.
  7. In the Primary QM Signaling Data Server field, select the IP address of the SIPREC Data Server you configured for the above “Configure a Data Server for SIPREC” procedure.
  8. (Optional) In the Backup QM Signaling Data Server field, select the IP address of your desired backup Data Server.
  9. Click Next. The Recording tab displays.
  10. Enter a name in the Recording Group Name field, and then click Add. Select the recording group you named from the list of available recording groups.
  11. In the Recording Groups Assignment table, locate the IP address of the Recording Capture data server you configured in the “Configure a Data Server for SIPREC” procedure, step 2 Recording Capture Server Settings.
  12. Select the recording group you named from the Recording Group drop-down list.
  13. In the Priority drop-list, select the desired priority. You must have at least one Primary priority assigned.
  14. Click Save.
  15. Restart your SIPREC and Record servers.

Signaling Groups Field Descriptions

Field

Description
Primary QM Signaling Data Server

Primary QM Signaling Data Server

The data server of the primary signaling service. The drop-down list is populated with data servers configured with SIPREC signaling.

This signaling service can only belong to a single signaling group.
Backup QM Signaling Server

Backup QM Signaling Data Server

(Optional) The data server of the backup signaling service. The drop-down list is populated with data servers configured with SIPREC signaling.

This signaling service can only belong to a single signaling group.

NOTE   The signaling service remains on the backup server until you manually initiate failover to the primary server.

Recording Group Field Descriptions

Field

Description
Recording Groups Assignment
Host Name/IP Address A list of the available Record server host names/IP addresses and their assigned recording groups. Select the recording group and the priority for each Record server host name/IP address.
Recording Groups Settings
Recording Groups A list of the existing recording groups and their associated signaling group/telephony group.
Priority Set the priority for available recording groups.

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