IPedge System Product Bulletin
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1 IPedge System Product Bulletin PB-0182A August 17, 2012 New Features Now Available On The Latest Release 1.3 of IPedge software! IPedge Release 1.3 is now available and includes two valuable enhancements which include SIP Trunk NAT Traversal and SIP Trunk Integration with Tracer and Talkument. With the new SIP Trunk NAT Traversal feature, customers are no longer limited to using select routers that support enterprise-grade SIP ALG. Now, the IPedge system will support a broader range of business-grade routers with or without SIP ALG when programming the SIP trunk with a private IP address. The new SIP Trunk NAT Traversal feature will not only reduce network configuration challenges, but it will also increase the list of supported routers. Tracer and Talkument have been one of the most popular applications for our contact center and office customers. Since the introduction of SIP trunk, some features have not been supported on the SIP trunk. and TOSHIBA have jointly worked on the issue and are pleased to introduce the new enhancement to provide customers with all the Tracer and Talkument features for SIP trunk. New In This Release! SIP Trunk NAT Traversal SIP Trunk Integration with Tracer and Talkument SIP Trunk NAT Traversal In previous releases, in order to support SIP Trunking on the IPedge system where the IPedge is behind a firewall, the router needed to support an enterprise grade SIP ALG (Application Layer Gateway). With Release 1.3, the IPedge system will be able to support SIP Trunking with routers that cannot support SIP ALG (See Figure 1 on Page 2). When used behind a NAT firewall that does not support a SIP ALG, the IPedge system can still be given a private IP address. The new capability will allow the IPedge server to use it s internal Media Relay Server (MRS) to route media packets between the WAN and the LAN to internally fi-up the NAT translated IP address in the packets and the IPedge system will fiup the SIP messages. Within the NAT router, port forwarding rules will need to be configured, and a range or ports opened for the Media Relay Server. When used with a NAT firewall that does support an enterprise grade SIP ALG (such as the Cisco ASA5500 product line), the SIP ALG feature needs to be enabled. In this configuration, the media packets will be routed directly from the LAN to the WAN and mid-call survivability of a PSTN call is possible Toshiba America Information Systems, Inc. All rights reserved. This document and the information included herein is subject to change without notice. Toshiba America Information Systems, Inc. Telecommunication Systems Division 9740 Irvine Blvd., Irvine, CA (949) of 6
2 SIP Trunk NAT Traversal Figure 1 SIP Trunk NAT Traversal 2 of 6 New Features Now Available On The Latest Release 1.3 of IPedge software!
3 SIP Trunk Integration with Tracer and Talkument SIP Trunk Integration with Tracer and Talkument Tracer and Talkument have been one of the most popular applications for our contact center and office customers. Since the introduction of SIP trunk, some features have not been supported on the SIP trunk. and TOSHIBA have jointly worked on the issue and are pleased to introduce the new enhancement to provide customers with all the Tracer and Talkument features for SIP trunks. has developed and provided the SMDR matching logic to support SIP trunk with the Strata CIX and IPedge systems. However, some features that are available on PRI/T1/analog trunks are not available for SIP trunks with the SMDR matching logic as shown below. Feature SIP/TDM Trunk with CTI SIP Trunk with Matching Logic Station Information Account Codes Only after the call is completed Start Date and Time Duration Direction Manual Start/Stop Recording er ID DNIS ACD Agent ACD Group Etra Information Only after the call is completed After Actions Live Monitoring No etension information on live calls Screen Recording Option Desktop Client Application This enhancement allows the customer to take full advantage of Tracer and Talkument features when using SIP trunk with the IPedge system. Please note that this enhancement is available only for the IPedge system. Please use PRI/T1/Analog trunk for CIX or use the SMDR matching logic with SIP trunk. Requirements The following shows requirements to take advantage of SIP trunk integration enhancement. IPedge GCP IPedge GNS Tracer/Talkument V. or later 1- or later 4.7. or later 7.2. or later New Features Now Available On The Latest Release 1.3 of IPedge software! 3 of 6
4 SIP Trunk Integration with Tracer and Talkument Supported Configurations SIP trunk enhancement for Tracer and Talkument is available for IPedge and Windows based ACD system. IPedge Typically, this configuration is used for Talkument. When ACD is not required, Tracer and Talkument can connect to the in the IPedge system without using the Windows server. Tracer can support this configuration though ACD related features are not available. LAN Switch Processing IPedge Router Mirror Port OAI Replicator Tracer/ Talkument Management Studio Desktop Manager Clients 4 of 6 New Features Now Available On The Latest Release 1.3 of IPedge software!
5 SIP Trunk Integration with Tracer and Talkument ACD system Typically, this configuration is used for Tracer with Toshiba ACD. Tracer can connect to Toshiba ACD server and use the ACD information such as ACD group or Agent ID to associate with the call recording. Talkument can support this configuration though ACD related features are not available. Router LAN Switch Mirror Port Processing CSTA Processing OAI Replicator Tracer/ Talkument Clients Management Studio IPedge MAS Desktop Manager Special Considerations Step 1: Internet Service Providers (ISP) and Gateway Models SIP trunk integration enhancement depends on certain SIP protocol messages, and some vendors may use SIP messages differently. Though the enhancement should usually work as it uses the standard messages only, some ISPs and/or gateways may not be compatible with our system. Toshiba has tested with the following ISPs and gateways. ISP MM Internet Gateways Adtran, Audiocodes and Epygi Step 2: Network Environment When Unifier is used in a Network ACD environment, Tracer or Talkument may not be able to associate the recordings with the etension number when the call is made between the SIP trunk and etension in the remote node. In order to support this configuration reliably, it is required to use the Router in the main node where the SIP trunk resides. Please contact Tech Support for this configuration. New Features Now Available On The Latest Release 1.3 of IPedge software! 5 of 6
6 Ordering and Installation Ordering and Installation Pricing In order to take advantage of the new enhancement, the special build and the installation support from is required. Please make an appointment with for the installation assistance using the Jump Start program ( The SIP Trunk Integration with Tracer and Talkument enhancement does not require any additional license for IPedge, Toshiba ACD, or Tracer/Talkument as long as all the necessary licenses for the system and SIP trunks is purchased. Please use Toshiba Quote to configure the ACD and Tracer/Talkument system. Support Please contact Toshiba Tech Support regarding IPedge and ACD issues. Please contact Tech Support at for any installation and functional issues of Tracer or Talkument system. Documentation In addition to this IPedge Phase 1.3 Product Bulletin, the following documents are available on FYI: IPedge SIP Trunk Feature Description includes SIP Trunk NAT Traversal and SIP Trunk Configuration. IPedge General Description Trademarks Toshiba, IPedge, CIX and Strata are registered trademarks of Toshiba Corporation or Toshiba America Information Systems, Inc. All product, service and company names are trademarks, registered trademarks or service marks of their respective owners. -End- 6 of 6 New Features Now Available On The Latest Release 1.3 of IPedge software!
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