Customer Guide to Oracle Acme Packet SRR Integrations

Transcription

1 Customer Guide to Oracle Acme Packet SRR Integrations May 2017

2 Introduction Customer Guide to Oracle Acme Packet SRR Integrations Version: This guide should be used with NICE Uptivity (formerly Uptivity Premise) v5.6 or later. Revision: May 2017 Copyright: 2017 incontact, Inc. Contact: Send suggestions or corrections regarding this guide to 2 Customer Guide to Oracle Acme Packet SRR Integrations

3 Table of Contents Introduction Introduction... 5 Audience...5 Goals...5 Assumptions...5 Need-to-Knows...6 Customer Responsibilities...6 Oracle Acme Packet SRR Integration Overview... 7 Known Limitations and Considerations...8 Oracle Acme Packet Requirements...8 Hardware...8 Software...8 Licensing...9 NICE Uptivity Requirements...9 Network...9 Hardware...9 Software...9 Licensing...9 Customer Configuration Overview Customer Integration Tasks Configure Session Replication Configure the SBC to Generate a UCID Header Manipulation Rules Overview Customer Guide to Oracle Acme Packet SRR Integrations 3

4 Introduction Configure Header Manipulation Rules for AACC Configure Inbound Trunk Groups Configure Outbound Trunk Groups Configure the AddU2U Rule Configure High Availability (Optional) Customer Administration Tasks Channel Configuration Settings for Voice Boards Document Revision History Customer Guide to Oracle Acme Packet SRR Integrations

5 Introduction Audience Introduction This document is written for customers and prospective customers interested in using NICE Uptivity in an environment using Oracle Acme Packet Session Border Controllers (SBCs) and Session Replication for Recording (SRR). Readers who will perform procedures in this guide should have a basic level of familiarity with IP telephony, general networking, the Windows operating system, Oracle/Acme Packet, the CTI source being used, and NICE Uptivity. Goals The goal of this document is to provide knowledge, reference, and procedural information necessary to understand a proposed NICE Uptivity integration using Oracle Acme Packet SRR, and to configure the Oracle and CTI source equipment to support the integration. This document is NOT intended as a specific system or network design document. If further clarification is needed, consult with your telephony vendor(s). Assumptions This document assumes the reader has access to an NICE Uptivity Sales Engineer, Project Manager, or other resource to assist in applying this information to the reader's environment. Customer Guide to Oracle Acme Packet SRR Integrations 5

6 Introduction Need-to-Knows To facilitate ease of use, this document takes advantage of PDF bookmarks. By opening the bookmark pane, you can easily jump directly to a specific integration. You can also use the bookmarks to return to the integration specifics after completing a procedure located in a different section of the guide. To expand and collapse the bookmark pane, click on the bookmark icon on the left side of the document window. For questions related to NICE Uptivity configuration, consult the NICE Uptivity installation team. This integration combines Oracle Acme Packet SRR with passive VoIP recording. Passive VoIP requires additional considerations and is covered in a separate document: the Customer Guide to Passive VoIP Recording. You will need to refer to that document as well as this guide. This integration can be used with either Avaya TSAPI or Genesys T-Server as a CTI source. For additional information, see the Customer Guide to Avaya TSAPI Integrations or the Customer Guide to Genesys T-Server Integrations, as appropriate. Customer Responsibilities You are responsible for supplying the physical connection(s), IP connection(s), or both to your telephone system and LAN, and for obtaining and loading any licensing required by Oracle, your CTI source vendor, or both. You are also responsible for configuring Oracle and telephony system components to support the recording integration. See the Customer Integration Tasks section for additional information. 6 Customer Guide to Oracle Acme Packet SRR Integrations

7 Oracle Acme Packet SRR Integration Overview Oracle Acme Packet SRR Integration Overview Oracle is a global developer of IT hardware and software solutions. In 2013, Oracle acquired Acme Packet, a provider of session border control (SBC) technology for service providers and enterprises. Acme Packet SBCs offer a functionality known as Session Replication for Recording (SRR), and it is this feature that provides the basis for the NICE Uptivity integration. Using SRR, Uptivity can acquire replicated sessions of VoIP calls that are handled by an Acme Packet SBC. These replicated sessions can then be paired with a CTI source to provide recorded calls with additional metadata that would not otherwise be available to Uptivity. Both Avaya TSAPI and Genesys T-Server are supported as CTI sources with an Acme Packet SRR integration. General architectural example of the Oracle Acme Packet SRR integration Customer Guide to Oracle Acme Packet SRR Integrations 7

8 Oracle Acme Packet SRR Integration Overview Component SIP Trunk Provider Oracle Acme Packet SBC PBX CTI Source Function Source of SIP/RTP traffic flowing into the Acme Packet SBC. Usually these are carrier provided trunks. Session border controller that provides standard session border control functions. Also provides signaling and replicated media sessions in RFC 2003 format to the NICE Uptivity recording server. Provides call routing, control, and ACD functions for agents. Sends call control events and metadata to the CTI source. Receives call control events and metadata and provides a CTI interface to the NICE Uptivity recording server. The NICE Uptivity server performs these functions: Manages live monitoring of agents Captures agents desktop screen (if applicable) NICE Uptivity Server Captures call metadata from the CTI source Combines audio, metadata, and any screen capture into one file Enables users to play back call records, perform evaluations, and accomplish other tasks via a Web Portal Known Limitations and Considerations This integration does not support real-time blackouts Oracle Acme Packet Requirements Hardware This integration has been tested with and is supported for: Oracle Acme Packet Net-Net 3800 or Net-Net 4500 series platforms Software This integration has been tested with and is supported for: Session Border Controller CX6.2 (minimum milestone 4 patch required) 8 Customer Guide to Oracle Acme Packet SRR Integrations

9 Oracle Acme Packet SRR Integration Overview Licensing This integration requires the following licensing from Oracle: Session Replication for Recording feature license One (1) session license for each simultaneous call session that will be replicated to the Discover system Additional licensing may apply depending on your CTI source. For more information, see the Customer Guide to Avaya TSAPI Integrations or the Customer Guide to Genesys T-Server Integrations, as appropriate. NICE Uptivity Requirements Network Sufficient network bandwidth is required to support streaming of replicated sessions between the Oracle Acme SBC and NICE Uptivity. Hardware NICE Uptivity hardware requirements vary depending on system configurations. Appropriate hardware is identified during the system implementation process. Software NICE Uptivity, v5.6 or later Licensing One (1) Voice seat license per physical device to be recorded Additional licensing may be required if the system includes optional features (for example, Uptivity Screen Recording) Customer Guide to Oracle Acme Packet SRR Integrations 9

10 Oracle Acme Packet SRR Integration Overview Customer Configuration Overview The following table provides a high-level overview of the customer configuration steps in Oracle Acme Packet SRR integrations. Customer Configuration Steps for Oracle Acme Packet SRR Integrations 1 Configure Session Replication. 2 Configure the SBC to Generate a UCID. 3 Avaya Aura Contact Center Only: Configure Header Manipulation Rules for AACC. 4 Optional: Configure High Availability (Optional). 10 Customer Guide to Oracle Acme Packet SRR Integrations

11 Customer Integration Tasks Customer Integration Tasks The information in this section is provided for your reference only. Detailed steps for the Oracle Acme Packet configuration can be found in Oracle s documentation, which is available on the Oracle website. You should always use the appropriate guides from Oracle to install and configure Oracle components. This integration also requires a CTI source. For additional tasks related to CTI configuration, refer to the Customer Guide to Avaya TSAPI Integrations or the Customer Guide to Genesys T-Server Integrations, as appropriate. Configure Session Replication On the SBC, you must create Call Recording Server (CRS) objects that correspond with any NICE Uptivity Recording Servers. The CRS object must be associated to a realm created on the network interface that send replicated sessions to the CRS. In the call-recording-server configuration in the SBC, the following options must be configured: primary-signaling-addr IP address of the NICE Uptivity recording server primary-media-addr IP address of the NICE Uptivity recording server primary-realm Realm created on the network interface used to send replicated sessions to the NICE Uptivity recording server call-recording-server-id Unique name for the specific CRS An example of this configuration for the SBC is shown here. Customer Guide to Oracle Acme Packet SRR Integrations 11

12 Customer Integration Tasks 12 Customer Guide to Oracle Acme Packet SRR Integrations

13 Configure the SBC to Generate a UCID Customer Integration Tasks For NICE Uptivity to be able to match data from CTI sources to replicated sessions generated by the SBC, a Unique Call Identifier (UCID) must be generated by the SBC and inserted into the SIP headers that are passed to the PBX. To enable call identifier generation in the SBC, you must set the add-ucid-header parameter in the sip-config options to enabled, as shown here. Customer Guide to Oracle Acme Packet SRR Integrations 13

14 Customer Integration Tasks Header Manipulation Rules Overview In most cases, the UCID must be inserted into User-to-User Information (UUI) fields in the SIP header. In addition, the UCID generated by the SBC is ASCIIencoded, but most PBX types only accept hexadecimal-encoded UUI data. You will need to configure Header Manipulation Rules (HMR) to convert the UCID to hexadecimal format and add the correct syntax to the UUI field. HMR requirements vary depending on your PBX. This guide discusses only HMR configuration for Avaya Aura Contact Center (AACC). If a different PBX is used in your organization, talk to your NICE Uptivity representative. Configure Header Manipulation Rules for AACC The following Avaya components are supported for the SRR integration: Avaya Communications Manager (CM), version 5.2 or later (required) Avaya Session Manager, version 5.2 or later (optional) Avaya Application Enablement Services, version or later (optional) Configure Inbound Trunk Groups For inbound calls, trunk groups must pass UUI data from the SBC to the endpoints. 1. Log into the Avaya CM with an appropriately-permissioned account using the System Administration Terminal (SAT). 2. Use the change trunkgroup n command, where n is the appropriate trunk group number. 3. Navigate to Page 3 of the trunk group configuration screen and set UUI Treatment to serviceprovider. Perform this operation on all inbound trunk groups associated with the SBC. 14 Customer Guide to Oracle Acme Packet SRR Integrations

15 Customer Integration Tasks Configure Outbound Trunk Groups For outbound calls, the trunk group must be configured to generate a UCID in the UUI data, and pass that information to the SBC. 1. Log into the Avaya CM with an appropriately-permissioned account using the System Administration Terminal (SAT). 2. Navigate to Page 3 of the trunk group configuration screen. 3. Set the UUI Treatment parameter to shared and set Send UCID to y. Perform this operation on all outbound trunk groups associated with the SBC. Configure the AddU2U Rule The AddU2U rule performs the following actions: Takes the first 16 characters of the X-UCID header and adds it to the Acme- UCID header Copies the Acme-UCID header to the User-to-User header Replaces the alphanumeric User-to-User header value with a hex-encoded, numeric-only value Configure this rule as shown in the following example. Customer Guide to Oracle Acme Packet SRR Integrations 15

16 Customer Integration Tasks header-rule name header-name action comparison-type msg-type methods match-value storexucid X-UCID store pattern-rule request INVITE ^([0-9,A-Z,a-z]{12}) new-value mime-isup-rule name content-type isup-spec createqsig itu-99 application/isup isup-msg-types 45 msg-type methods action comparison-type request INVITE add case-sensitive match-value new-value isup-param-rule name adduseruser type 32 format action ascii-string add comparison-type case-sensitive match-value new-value $storexucid.$0 16 Customer Guide to Oracle Acme Packet SRR Integrations

17 Customer Integration Tasks mime-rule name content-type action comparison-type msg-type methods format getuser application/isup delete pattern-rule request INVITE hex-ascii match-value.{6}(.+) new-value header-rule name header-name action comparison-type msg-type methods match-value new-value addu2u User-to-User add boolean request INVITE $storexucid 00c820+$getUser.$1+;encoding=hex Configure High Availability (Optional) For additional information on this topic, see the Oracle Communications Session Border Controller ACLI Configuration Guide. You can enable High Availability (HA) mode on the Oracle Communications Session Border Controller (SBC) for call recording with a pair of NICE Uptivity recording servers. The SBC creates an internal session agent with unique IP addresses for the primary and secondary recording servers. If the primary recorder becomes inactive, the SBC replicates signaling and media traffic to the secondary recorder. You can have up to four session agents depending on your configuration. Any changes to a recording node are immediate. Both actively-recording sessions and newly-initiated traffic are redirected to the new destination. Customer Guide to Oracle Acme Packet SRR Integrations 17

18 Customer Integration Tasks In the SBC, there are five different recorder states possible: Unknown Set when a CRS is initially created. A CRS should never be in this state under normal operation. Not Monitoring Set when HA mode is disabled Primary Active Set when HA mode is enabled. A CRS in this state always takes precedence over secondary servers if all primary session agents are in an In Service state. Secondary Active Set when HA mode is enabled. A CRS may be in this state when one or all of the primary session agents are out of service (OOS) and all of the secondary session agents are in an In Service state. No Active Set when HA mode is enabled. A CRS may be in this state when one or more of both primary and secondary session agents are OOS. To enable HA mode, you must configure the following options in the call-recordingserver configuration in the SBC: ping-method The SIP method used for ping messages sent to the recording node must be set to OPTIONS ping-interval Time in seconds to allow between the transmissions of ping requests. The valid range is: Customer Guide to Oracle Acme Packet SRR Integrations

19 Customer Administration Tasks Customer Administration Tasks During ongoing use of the system, your Uptivity administrator may need to configure new channels or reconfigure existing channels. At those times, this integration requires changes to the Voice Boards page. Adding channels may require purchase and installation of server hardware and Uptivity licensing. Contact Support for additional information. For more information on voice board tasks, search online help for keyword voice boards. This integration also requires a CTI source. For additional tasks related to CTI configuration, refer to the Customer Guide to Avaya TSAPI Integrations or the Customer Guide to Genesys T-Server Integrations, as appropriate. Customer Guide to Oracle Acme Packet SRR Integrations 19

20 Customer Administration Tasks Channel Configuration Settings for Voice Boards This section provides a reference to channel settings that must be configured for the Oracle Acme Packet SRR integration. You should refer to this section whenever you add new channels to your Uptivity system. Any other voice board changes should only be done under direct supervision from Uptivity Support. Done incorrectly, voice board modifications can have serious negative impact to your system. In addition, altering the hardware configuration of your system may void your warranty. The following table shows the settings that apply when configuring channels for Oracle Acme Packet SRR integrations. Setting Definition Value Assign Assign Value Name Used in deployments where physical devices and channels have a one-to-one correspondence, or to allocate specific channels to specific types of recording. For details, search online help for keyword channel assignment. If Assign is set to Anything, these values are kept blank. If Assign is set to a Dedicated Record option, enter the value for the corresponding device. Enter an optional name for the channel that can be used in channel scripting. Concurrent Licensing: Anything Per-Seat Licensing: Dedicated Record 20 Customer Guide to Oracle Acme Packet SRR Integrations

21 Document Revision History Document Revision History Revision Change Description Effective Date 0 Initial version for this release Rebranded for NICE Uptivity Customer Guide to Oracle Acme Packet SRR Integrations 21