Configure telephony groups for QM and Analytics

Telephony groups are the backbone of an organization’s recording infrastructure. Use the Telephony Groups page to create, edit, and delete telephony groups, signaling groups, and recording groups.

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.

NOTE Some telephony group types do not support a backup signaling source.

Different configurations of telephony groups, signaling groups, and recording groups are supported based on the telephony group type. The tables below describe telephony group configuration and CTI service details based on telephony group type.

Avaya Aura CM
Telephony Groups	1 or more
Signaling Groups per Telephony Group	1 or more
Recording Groups per Signaling Group	1 or more
CTI Service Notes	Each CTI service in the signaling group can be assigned a single AES DMCC Server.

Avaya SBC
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

Cisco Unified Communications Manager
Telephony Groups	1 or more
Signaling Groups per Telephony Group	1 or more
Recording Groups per Signaling Group	1 or more
CTI Service Notes	Each CTI service in a signaling group can have a separately administered list of Unified CM CTI Managers to connect to for JTAPI.

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

Prerequisites

You have the Configure Telephony Groups permission

Page location

Application Management > QM > QM Configuration > Telephony Groups

Procedures

Configure a telephony group

Enter a unique name for the telephony group.
Select the platform type for the telephony group.
Click Add. Additional fields appear on the page.
Complete configuration under the Telephony tab according to the specified telephony group type.
- Avaya Aura CM—See Configure Avaya Communication Manager for QM and Analytics.
- Avaya SBC SIPREC—See Configure Avaya SBCE SIPREC for QM and Analytics.
- Cisco Unified Communications Manager (Unified CM)—See Configure Cisco Unified Communication Manager for QM and Analytics.
- Genesys—See Configure Genesys for QM and Analytics.
Click Next to continue to signaling group configuration.

Configure a signaling group

Enter a unique name for the signaling group.
Click Add.
Enter the configuration details for the signaling group according to the table below.
Click Next to continue to recording group configuration.

Signaling group configuration
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 the CTI or SIPREC signaling (depending on the telephony group type). This signaling service can only belong to a single signaling group.
Primary JTAPI CTI Manager primary signaling server	(Unified CM only) The data server of the primary CTI Manager for the primary QM signaling data server. The CTI Manager is a service that runs on Unified CM and handles JTAPI events for every Unified CM in the cluster. The drop-down list is populated with the Unified CM servers configured under the Telephony tab.
Backup JTAPI CTI Manager primary signaling server	(Unified CM only) The data server of the backup CTI Manager for the primary QM signaling data server. The drop-down list is populated with the Unified CM servers configured under the Telephony tab.
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 the CTI or SIPREC signaling (depending on the telephony group type). This signaling service can only belong to a single signaling group. The signaling service remains on the backup server until you manually initiate failover to the primary server.
Primary JTAPI CTI Manager backup signaling server	(Unified CM only) (When configuring a backup signaling server only) The data server of the server for the primary CTI Manager for the backup QM signaling data server. The CTI Manager is a service that runs on Unified CM and handles JTAPI events for every Unified CM in the cluster. The drop-down list is populated with the Unified CM servers configured under the Telephony tab.
Backup JTAPI CTI Manager backup signaling server	(Unified CM only) Only available when configuring a backup signaling server. The name of the CTI Manager for the backup QM signaling data server. The drop-down list is populated with the Unified CM servers configured under the Telephony tab.

Configure a recording group and assignments

Enter a unique name for the recording group.
Click Add.
Select the recording group and the priority for each Record server host name and IP address.
Click Save.

NOTE

When configuring recording groups, remember the following points:

If you have users in a Gateway recording or CUBE recording environment who require screen recording, you must create a recording group that connects to a CTI server and has no Record 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.

Change the settings for a telephony group

Select the telephony group, edit as needed, and then click Save. The table below shows when your changes take effect.

Telephony Group Type	Service	To apply configuration settings
Avaya SBC	Avaya SBC SIPREC	Restart the service.
Avaya SBC	Network Recording Service	No restart required. The next polling period applies the configuration settings.
Avaya Aura CM	CTI Service	Restart the service.
	Calabrio ONE (VoIP Devices)	Reload the VoIP Device window.
	Network Recording Service	No restart required. The next polling period applies the configuration settings.
	Sync service	No restart required. The next synchronization applies the configuration settings.
Unified CM	Recording CTI Service	Restart the service.
	Calabrio ONE (VoIP Devices)	Reload the VoIP Device window.
	Desktop Recording service	Restart the service.
	Network Recording service	Restart the service. If you add a backup Recording CTI Service from the postinstall.exe while in Update Mode, you must restart the Network Recording service.

Enable a secure AES connection

To use AES encryption, you need to ensure that the AES connection is secure.

Log in to the AES server (for example, http://10.192.252.186).
Navigate to Security > Certificate Management > CA Trusted Certificates, and export the Avaya HDTG Product Root.
Copy the Avaya HDTG Product Root certificate and paste into a file. Name the fie aes.cer.
Move the aes.cer file to the <data server>\bin\resources directory.
Restart the CTI Service.
CTI service will check for aes.cer, then create an Avaya.JKS in the same folder, which it will then use to securly connect to AES.

After the system creates the Avaya.JKS file, login to Calabrio ONE and go to Application Management > QM Configuration > Telephony Groups.
Open the Avaya Telephony Group, select Use Secure Connection, and change the port to 4722.
Restart CTI service again.