Configure telephony 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 it is recommended for resiliency purposes.

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

Field

Description

Show Gateway Recordings Prior to Reconciliation

Select this check box to allow archive users in a Unified CCE, Unified CCX, or Avaya Aura CM environment to view root calls in Recordings before the calls are reconciled, including all PCI events. When cleared, calls do not appear in the Recordings application until reconciliation is complete and all PCI events are excluded. This check box is cleared by default.

NOTE   Avaya’s Call Detail Recording records do not have complete information for conferences. Avaya will reconcile the complete call to the original agent, and depending on the call path, may not reconcile the conference portion to a second agent.

Telephony group configuration details

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

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.

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

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.

 

Other

Telephony Groups

1 or more

Signaling Groups per Telephony Group

1

Recording Groups per Signaling Group

1

CTI Service Notes

N/A

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.

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

Enable a secure AES connection:

  1. Log in to the AES server (for example, http://10.192.252.186).
  2. Navigate to Security > Certificate Management > CA Trusted Certificates, and export the Avaya HDTG Product Root.
  3. Copy the Avaya HDTG Product Root certificate and paste into a file. Name the fie aes.cer.
  4. Move the aes.cer file to the <data server>\bin\resources directory.
  5. Restart the CTI Service.
  6. 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.

  7. Open the Avaya Telephony Group, select Use Secure Connection, and change the port to 4722.
  8. Restart CTI service again.

Setting the Avaya DMCC device password

Use the fields in this section to configure the passwords for Avaya DMCC devices. Avaya passwords can be from three to seven digits in length. If you use more than seven digits in your extensions, you will need to configure passwords to be compatible with Avaya standards.

  • Click Use Device Extension to set passwords if your extension is between three and seven digits.
  • Click Use Static Password if you want to use a single password for all of your devices. When you click this button, QM displays a text box to allow you to add the three to seven digit password.
  • Click Use Custom Pattern to select a custom device password pattern for setting the passwords of your Avaya devices based on your extensions. The password must be between three and seven digits. If your extensions have more than seven digits, this functionality allows you to convert your device numbers to acceptable Avaya passwords. Key the pattern in the Custom Pattern field.

The custom Avaya DMCC password pattern functionality uses two wildcard characters to represent your extensions:

  • F—first (or leading) digits
  • L—last (or trailing) digits

You can also insert static digits 0 to 9 in the password pattern.

Click the question mark for examples of using custom password patterns.

Managing telephony groups

Use the Telephony Groups page to create, edit, and delete telephony groups, signaling groups, and recording groups.

Configure a telephony group:

  1. Enter a unique name for the telephony group.
  2. Select the platform type for the telephony group. Additional configuration is required for some telephony group types.
  3. Click Add.
  4. Complete configuration under the Telephony tab according to the specified telephony group type.
  5. Click Next to continue to signaling group configuration.

Configure a signaling group:

  1. Enter a unique name for the signaling group.
  2. Click Add.
  3. Enter the configuration details for the signaling group (see Signaling group configuration).
  4. Click Next.

Configure a recording group and assignments:

  1. Enter a unique name for the recording group.
  2. Click Add.
  3. Enter the configuration details for the recording group (see Recording group configuration).
  4. Click Save.

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.

Recording group configuration

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.

Configuration settings used by services

If you change the settings for a telephony group, the following table shows when your changes take effect.

Telephony Group Type Service To apply configuration settings

Avaya SBC

Avaya SBC SIPREC

Restart the service.

 

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.