Application Notes for Configuring Avaya IP Office R8.0 with Xarios Call Recorder with a BRI Trunk Issue 1.0

Transcription

1 Avaya Solution & Interoperability Test Lab Application Notes for Configuring Avaya IP Office R8.0 with Xarios Call Recorder with a BRI Trunk Issue 1.0 Abstract These Application Notes describe the configuration steps required for the Xarios Call Recorder to interoperate with Avaya IP Office. Xarios Call Recorder is a call recording solution that allows calls which traverse a BRI trunk to be recorded. Information in these Application Notes has been obtained through DevConnect compliance testing and additional technical discussions. Testing was conducted via the DevConnect Program at the Avaya Solution and Interoperability Test Lab. 1 of 31

2 1. Introduction The Xarios Call Recorder attaches via a passive tap to the BRI interface connecting Avaya IP Office to the PSTN, using the Avaya DevLink interface to supply call switching information. The Xarios Call Recorder has an embedded Web server which provides access to archived voice files and server status for users at Web clients. The Xarios Call Recorder records the voice content of calls which traverse the BRI trunk to which the recorder passive tap is attached. The recorder can be configured with an exclusion list to not record calls to/from individual PSTN endpoints or local extensions. An inclusion list which contains extensions and PSTN numbers that should be recorded is also provided which takes precedence over the exclusion list. Thus, if a call from an extension included in the exclusion list is made to an endpoint on the inclusion list, the call will be recorded. 2. General Test Approach and Test Results The compliance testing evaluated the ability of Xarios Call Recorder to successfully record calls in a number of scenarios and recover in the event of network or PSTN service failure. DevConnect Compliance Testing is conducted jointly by Avaya and DevConnect members. The jointly-defined test plan focuses on exercising APIs and/or standards-based interfaces pertinent to the interoperability of the tested products and their functionalities. DevConnect Compliance Testing is not intended to substitute full product performance or feature testing performed by DevConnect members, nor is it to be construed as an endorsement by Avaya of the suitability or completeness of a DevConnect member s solution Interoperability Compliance Testing The interoperability compliance test included both feature functionality and serviceability testing. The feature functionality testing focused on placing calls in different call scenarios, to ensure successful recording of the calls and accurate call data. The serviceability testing included removing and replacing PSTN and LAN cables. The testing can be summarized as follows: Basic call Hold/retrieve Enquiry Transfer / Blind transfer Conferencing Recording pause / resume Hunt group calls Account Codes Call inclusion / exclusion Interruption of Xarios Call Recorder LAN connection Interruption of Xarios Call Recorder passive tap connection to the PSTN 2 of 31

3 2.2. Test Results All functionality and serviceability test cases were completed successfully with the following observations: Where a call is placed during the CTI Link outage, the CLI and DDI details are absent or mismatched and the call direction is incorrect. After BRI or CTI Link outage, the BRI connection must be disconnected and reconnected a second time in order to record 2 way calls else only the trunk side of the call is recorded. Conference calls are logged against the conference initiator even when the conference initiator drops out of the conference leaving other parties in it. After CTI Link Outage, it is necessary to wait for the CTI service to restart or fully timeout, else calls placed during this time are not recorded Support Support is available via the distributor or direct from 3. Reference Configuration The following diagram illustrates the configuration used for testing. Figure 1: Avaya IPOffice and Xarios Call Recorder BRI configuration 3 of 31

4 4. Equipment and Software Validated The following equipment and software were used for the sample configuration provided: Equipment Software Avaya IP Office 500 Avaya IP Office 8.0 (16) Avaya Digital Telephone 2420 Avaya IP Telephones 9620C 4620SW IP Xarios Server Xarios Call Recorder v Configure Avaya IP Office All configuration steps for IP Office were performed using the IP Office Manager application. This application presents the administrator with a hierarchy of icons for configuring various components, as shown below. 4 of 31

5 Configuration steps can be summarized as follows: Verify CTI License Configure System-Wide Parameters Configure BRI Connection Configure Users Configure Outgoing Call Routing Configure Incoming Call Routing Configure Account Code 5.1. Verify CTI License An IP Office CTI Link Pro license is required for the Xarios Call Recorder solution to connect to the IP Office for CTI events. Click on License CTI Link Pro and confirm the License Status is Valid. 5 of 31

6 5.2. Configure System-Wide Parameters Click on System in the left hand pane, and select LAN1 and verify the IP Address and IP Mask of the IP Office under the LAN Settings tab. 6 of 31

7 5.3. Configure BRI Connection Click on Line in the left pane and the Line Number of the IP Office BRI Module, in this case 9. Set the Incoming Group ID and Outgoing Group ID to 13, set the Line SubType, Number of Channels, Outgoing Channels, Voice Channels, Data Channels, Clock Quality, and Add Not end-to-end ISDN Information Element according to the implementation.. 7 of 31

8 5.4. Configure IP Users An IP extension must be added, right click User and select New. On the screen that appears enter an identifying Name and valid Extension, shown below: 8 of 31

9 Click on the Button Programming tab and right click on an unconfigured button, click Emulation Account Code Entry to define the button for account code entry use. Click on the Telephony tab followed by the Supervisor Settings tab and enter a Login Code, click OK when done. 9 of 31

10 In the box that pops up, select the type of IP user you are creating, in this case H323 Extension and click OK. Repeat as necessary for other IP Users required Configure Outgoing Call Routing Shortcodes must be configured to route outbound calls over the BRI trunk created in Section 5.3, right click on Shortcode and click on New. 10 of 31

11 Set the Code and Telephone Number according to the implementation, set Feature to Dial, and set the Line Group ID to that configured in Section 5.3 as the Outgoing Group ID, click OK when done. Repeat as necessary Configure Incoming Call Routing Incoming call routes must be configured so that inbound calls placed to the IP office over the BRI trunk are routed to the correct destination. Right click Incoming Call Route and click on New. 11 of 31

12 Enter the Line Group ID specified in Section 5.3 and the relevant Incoming Number provided by the BRI. Click on the Destinations tab and set the destination accordingly from the drop down list. In this case extension 312 configured in Section 5.4 is configured as the destination for Incoming Number Click OK when done and repeat as required. 12 of 31

13 5.7. Configure Account Code For the purpose of the compliance test an account code was required, right click on Account Codes and click on New. Enter an account code in the Account Code field and click OK when done. 13 of 31

14 6. Xarios Call Recorder Configuration The Xarios Call Recorder is a bundled package including server, interface components, and software. The software is installed by Xarios prior to delivery to the customer. Configuration of the interface between the Call Recorder and the Avaya Solution is performed using the Call Recorder Admin Tool and Web Interface and is summarized as follows: Configure General System Settings Configure DTMF Pause/Resume and Recording Strategy Configure PBX Integration Configure Recording Rules Configure Trunks Configure Recorded Extensions 6.1. Configure General System Settings From the Call Recorder Server, double click the Call Recorder Admin Tool Icon in the system tray. Enter the Username and Password details provided by Xarios in the login box which appears and click on Login. 14 of 31

15 Define an identifying Company name and Recorder description, define a Recording path in UNC format for the location of stored call recordings. Other settings on this page are defined according to the hardware components provided by Xarios. 15 of 31

16 6.2. Configure DTMF Pause/Resume and Recording Strategy Click on the Call Details tab, in the case of the compliance test the Use last Extension and / or Agent ID against calls radio button was checked. Define a DTMF pause number and DTMF resume number accordingly and check the DTMF Pause/Resume tick box. The pause and resume numbers are used by the IP Office user to tell the Call Recorder to pause and resume recording during a call. Set the Recording strategy to PBXFailedThenVoiceCard, this will use the data provided by the ISDN D-channel for call information in the event of the CTI Link failing. 16 of 31

17 6.3. Configure PBX Integration Click on the PBX Integration tab and set the Integration type to Avaya IPOffice and specify the Hostname / IP address and Password of the IP office. 17 of 31

18 6.4. Configure Recording Rules Click on the Rules Based Recording tab and select the Record everything radio button. 18 of 31

19 6.5. Configure Trunks In the General tab click Trunk Mapping. 19 of 31

20 On the Trunk Mapping screen click on the green plus symbol. 20 of 31

21 Set the Initial timeslot, Initial trunk, Card index, Trunk type, Timeslots to configure and Timeslots on the card accordingly, as shown below and click Add. 21 of 31

22 The trunk mapping will now appear fully populated with the trunk information, click Save when done. 22 of 31

23 The following screen will appear again, click Save to commit the configuration. 23 of 31

24 6.6. Configure Recorded Extensions Certain call recorder features can be configured via Web browser, browse to CALL RECORDER>/ in this case enter the Username and Password provided by Xarios and click Logon. 24 of 31

25 Click on Configuration Device Configuration. 25 of 31

26 In the Add Device frame, in ID field enter the extension to be recorded, in this case extension 209, enter an identifying name in the Description field, and select Extension from the drop down list next to Device Type and click Add Device. 26 of 31

27 7. Verification Steps The correct configuration of the solution can be verified by performing the following steps: Place a call to the IP Office, use the IP Office System Status application to verify the use of the BRI trunk channels as shown below. 27 of 31

28 Log in to the Xarios Call Recorder using a web browser and select the Status tab which shows the status of the various subsystems. Verify that no warnings are shown. 28 of 31

29 Place call using BRI Trunk, using the web browser click on Status Activity and verify an active call is observed. 29 of 31

30 8. Conclusion These Application Notes describe the configuration steps required for Xarios Call Recorder to successfully interoperate with Avaya IP Office over BRI. All functionality and serviceability test cases were completed successfully with observations noted in Section Additional References Product documentation for IP Office may be found at: Product documentation for Xarios Products can be found at 30 of 31

31 Avaya and the Avaya Logo are trademarks of Avaya Inc. All trademarks identified by and are registered trademarks or trademarks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners. The information provided in these Application Notes is subject to change without notice. The configurations, technical data, and recommendations provided in these Application Notes are believed to be accurate and dependable, but are presented without express or implied warranty. Users are responsible for their application of any products specified in these Application Notes. Please any questions or comments pertaining to these Application Notes along with the full title name and filename, located in the lower right corner, directly to the Avaya DevConnect Program at 31 of 31