Configuring MiaRec with Avaya Communication Manager
This article describes how to configure the MiaRec Call Recording System with the Avaya Application Enablement Services and Avaya Communication Manager to record incoming and outgoing phone calls.
TABLE OF CONTENTS
3. Configure Avaya Communication Manager
3.1. Verify the status of CTI link for TSAPI service
3.4. Disable IP-IP Direct Audio (optional)
3.5. Administer System Parameters Features
4. Configure Avaya Application Enablement Services
4.1. Verify TSAPI service licensing
4.2. Verify number of available TSAPI licenses
5. Configure MiaRec Call Recording System
5.2. Administer MiaRec link to AES
5.3. Administer monitored phones
5.4. Administer monitored ACD Splits (Hunt Groups)
5.5. Administer call recording filters
6.1. Verify Avaya Communication Manager
6.2. Verify Avaya Application Enablement Services
1. Introduction
MiaRec uses port mirroring on a network switch to capture media associated with the recorded stations and TSAPI interface of Avaya Application Enablement Services (AES) to extract agent and call state information.
Requirements:
- Avaya Communication Manager v5.0 or higher
- Avaya Application Enablement Services (AES) Server v4.1 or higher
- TSAPI Basic License per each recorded extension and each monitored ACD Split / Hunt Group
- Network Switch with Port Mirroring support (see A list of Switches with port mirroring)
- Server for MiaRec with two network adapters (see Recommended server)
2. Network Configuration
MiaRec uses port mirroring function on a network switch to capture voice packet related to the agents' IP phones and softphones. MiaRec server needs to have two Network Interface Cards (NICs), one of which is used for port mirroring (capturing voice) and another is used for regular network connection. The first NIC doesn't need to have TCP/IP stack enabled (see Network adapter configuration)
Port mirroring function has to be configured on a network switch in the following way:
- Ports of the C-LAN and MedPro cards should be configured as sources for port mirroring session
- MiaRec capturing port should be configured as a destination for port mirroring session
Below is an example of port mirroring configuration on Extreme Networks Summit X250e-24p network switch.
For other models please refer to Port Mirroring Configuration.
Assuming that:
- C-LAN card is connected to Port 1 of the Summit X250e
- MedPro card is connected to Port 2 of the Summit X250e
- MiaRec capturing NIC is connected to Port 24 of the Summit X250e
In this case you need to execute following commands on the switch:
enable mirroring port 24 mirroring add port 1 mirroring add port 2
Save configuration into permanent memory (NVRAM) otherwise port mirroring settings will be lost after switch reboot:
save config
3. Configure Avaya Communication Manager
This section presents configuration steps for the Avaya Communication Manager. It is assumed that an appropriate license file and authentication file have been installed on the server, and that login and password credentials are available.
The configuration and verification operations illustrated in this section were all performed using the Communication Manager System Administration Terminal (SAT).
The procedures include the following areas:
- Verify the status CTI link for TSAPI service
- Disable RTP encryption
- Enable RTCP reporting
- Disable IP-IP Direct Audio (optional)
- Administer System Parameters Features
3.1. Verify the status of CTI link for TSAPI service
Log into the System Access Terminal (SAT) to enter the "status aesvcs cti-link" command. The link status should show no for maintenance busy (Mnt Busy) and the Service State should indicate established.
status aesvcs cti-link
AE SERVICES CTI LINK STATUS
CTI Version Mnt AE Services Service Msgs Msgs
Link Busy Server State Sent Rcvd
1 4 no aes-server1 established 15 15
If the CTI link is not established, then follow instructions in Chapter 1: Administering Communication Manager for AE Services in document Application Enablement Services Administration and Maintenance Guide available at http://support.avaya.com
3.2. Disable RTP encryption
Execute the "list ip-codec-set" command.
list ip-codec-set
IP CODEC SETS
Codec Codec 1 Codec 2 Codec 3 Codec 4 Codec 5
Set
1 G.711MU
2 G.711MU
3 G.711MU
4 G.711MU
5 G.711MU
6 G.711MU
7 G.711MU
For each of codec sets execute the "change ip-codec-set <n>" command, where <n> is an index of set (from 1 to 7 in above example).
For example, to edit the first codec set, execute the "change ip-codec-set 1" command and make certain that Media Encryption list contains only a single value "none". If other values are presented there (for example, "aes"), then remove all other values except "none" as shown below:
change ip-codec-set 1 Page 1 of 2
IP Codec Set
Codec Set: 1
Audio Silence Frames Packet
Codec Suppression Per Pkt Size(ms)
1: G.711MU n 2 20
2:
3:
4:
5:
6:
7:
Media Encryption
1: none
2:
3:
Repeat this step for all the remaining codec sets.
3.3. Enable RTCP reporting
Enter the "change ip-network-region <n>" command, where <n> is an existing network region used for the agents' ip phones and softphones. Make certain that the RTCP Reporting Enabled field is set to "y", as shown below. The RTCP packets are used by MiaRec to map IP addresses to agent extensions.
change ip-network-region 1 Page 1 of 19
IP NETWORK REGION
Region: 1
Location: Authoritative Domain: voip.example.com
Name:
MEDIA PARAMETERS Intra-region IP-IP Direct Audio: yes
Codec Set: 1 Inter-region IP-IP Direct Audio: yes
UDP Port Min: 2048 IP Audio Hairpinning? y
UDP Port Max: 3029
DIFFSERV/TOS PARAMETERS RTCP Reporting Enabled? y
Call Control PHB Value: 34 RTCP MONITOR SERVER PARAMETERS
Audio PHB Value: 46 Use Default Server Parameters? y
Video PHB Value: 26
3.4. Disable IP-IP Direct Audio (optional)
You can skip this step if recording of internal calls between IP phones is not needed.
Avaya Communication Manager supports "shuffling" of the media streams, which allows two IP phones to send media directly between each other bypassing the media gateway.
"Shuffling" (IP-IP Direct Audio) should be disabled when internal calls between IP phones need to be recorded.
IP-IP Direct Audio can be disabled either for individual IP phones or for a whole ip network region.
To disable IP-IP Direct Audio for individual IP phone, enter the "change station xxxxx", where xxxxx is phone's extension and change "Direct IP-IP Audio Connections" to "n" on Page 2.
Parameter "IP Audio Harpinning" is recommended to set to "y". In this case MedPro board acts as a proxy without allocating of resources on TDM bus.
change station 51001 Page 2 of 5
STATION
FEATURE OPTIONS
LWC Reception: spe Auto Select Any Idle Appearance? n
LWC Activation? y Coverage Msg Retrieval? y
LWC Log External Calls? n Auto Answer: none
CDR Privacy? n Data Restriction? n
Redirect Notification? y Idle Appearance Preference? n
Per Button Ring Control? n Bridged Idle Line Preference? n
Bridged Call Alerting? n Restrict Last Appearance? y
Active Station Ringing: single
EMU Login Allowed? n
H.320 Conversion? n Per Station CPN - Send Calling Number?
Service Link Mode: as-needed
Multimedia Mode: enhanced
MWI Served User Type: Display Client Redirection? n
AUDIX Name: Select Last Used Appearance? n
IP Hoteling? n Coverage After Forwarding? s
Multimedia Early Answer? n
Remote Softphone Emergency Calls: as-on-local Direct IP-IP Audio Connections? n
Emergency Location Ext: 51001 Always Use? n IP Audio Hairpinning? y
To disable IP-IP Direct Audio for all IP phones inside the IP network region, enter the "change ip-network-region <n>" command, where <n> is an existing network region used for the agents' ip phones and softphones and change "Intra-region IP-IP Direct Audio" and "Inter-region IP-IP Direct Audio" to "no".
Parameter "IP Audio Hairpinning" is recommended to set to "y".
change ip-network-region 1 Page 1 of 19
IP NETWORK REGION
Region: 1
Location: Authoritative Domain: voip.example.com
Name:
MEDIA PARAMETERS Intra-region IP-IP Direct Audio: no
Codec Set: 1 Inter-region IP-IP Direct Audio: no
UDP Port Min: 2048 IP Audio Hairpinning? y
UDP Port Max: 3029
DIFFSERV/TOS PARAMETERS RTCP Reporting Enabled? y
Call Control PHB Value: 34 RTCP MONITOR SERVER PARAMETERS
Audio PHB Value: 46 Use Default Server Parameters? y
Video PHB Value: 26
Alternatively, instead of changing "IP-IP Direct Audio" parameter, you can change port mirroring configuration and mirror each IP phone's port rather than CLAN and MedPro ports (see below network diagram).
Such configuration of port mirroring allows a recording of internal calls without changing of "IP-IP Direct Audio" parameter.
3.5. Administer System Parameters Features
Enter the "change system-parameters features" command. Navigate to Page 5, and verify that Create Universal Call ID (UCID) has value “y”. If not, then set it to "y" and set UCID Network Node ID to an unassigned node ID.
change system-parameters features Page 5 of 17
FEATURE-RELATED SYSTEM PARAMETERS
SYSTEM PRINTER PARAMETERS
Endpoint: Lines Per Page: 60
SYSTEM-WIDE PARAMETERS
Switch Name:
Emergency Extension Forwarding (min): 10
Enable Inter-Gateway Alternate Routing? n
Enable Dial Plan Transparency in Survivable Mode? n
COR to Use for DPT: station
MALICIOUS CALL TRACE PARAMETERS
Apply MCT Warning Tone? n MCT Voice Recorder Trunk Group:
SEND ALL CALLS OPTIONS
Send All Calls Applies to: station Auto Inspect on Send All Calls? n
UNIVERSAL CALL ID
Create Universal Call ID (UCID)? y UCID Network Node ID: 9999
Copy UCID for Station Conference/Transfer? n
Navigate to Page 13, and set Send UCID to ASAI to "y". This parameter allows for the universal call ID to be sent to MiaRec call recording application.
change system-parameters features Page 13 of 17
FEATURE-RELATED SYSTEM PARAMETERS
CALL CENTER MISCELLANEOUS
Clear Callr-info: next-call
Allow Ringer-off with Auto-Answer? n
Reporting for PC Non-Predictive Calls? n
ASAI
Copy ASAI UUI During Conference/Transfer? n
Call Classification After Answer Supervision? n
Send UCID to ASAI? y
4. Configure Avaya Application Enablement Services
This section provides the procedures for configuring Avaya Application Enablement Services. The procedures include the following areas:
- Verify TSAPI service licensing
- Verify number of available TSAPI licenses
- Obtain Tlink name
- Administer CTI user
4.1. Verify TSAPI service licensing
Prior to any administration, verify that the TSAPI service has been licensed properly. Open the AES OAM web interface by browsing to "http://x.x.x.x:8443/MVAP", where "x.x.x.x" is the IP address of the AES, and log in (not shown). Note that the AES OAM includes two separate administrative accounts, one to access CTI OAM Admin and a separate one to access User Management. Log in using the CTI OAM Admin user name and password.
From the OAM Home screen select CTI OAM Administration (not shown) to bring up the CTI OAM Home menu.
Verify the TSAPI service is licensed at the Welcome to CTI OAM Screens screen by ensuring that Status shows “Running” and State shows "ONLINE" on the TSAPI Service line. If the TSAPI service is not licensed, contact the Avaya sales team or business partner for a proper license file.
4.2. Verify number of available TSAPI licenses
Verify that you have enough TSAPI Basic licenses for MiaRec to monitor agents' phones. Open the Web License Manager (WebLM) web interface by browsing to "http://x.x.x.x:8443/WebLM", where "x.x.x.x" is the IP address of the AES, and log in using appropriate credentials (not shown). Select Application_Enablement under Licenses Products to display entitlements and acquired licenses. Make certains that a number of TSAPI Simultaneous Users (licenses) is enough. MiaRec requires TSAPI license for each recorded IP Phone and softphone and for each monitored ACD Split (Hunt Group).
4.3. Obtain Tlink name
Follow the login procedures in Section 4.1 and select Administration -> Security Database -> Tlinks from the left pane. The Tlinks screen shows a listing of the Tlink names. Locate the Tlink Name associated with the switch connection to Avaya Communication Manager. If Tlink doesn't exist, then follow instructions in Chapter 2: AE Services OAM Administration in document Application Enablement Services Administration and Maintenance Guide available at http://support.avaya.com
Make a note of the associated Tlink name, to be used later for configuring the MiaRec server.
4.4. Administer CTI user
Follow the login procedures in Section 4.1, and log in with the User Management user name and password. From the OAM Home screen open User Management (not shown) to bring up the User Management Home menu.
Select User Management -> Add User from the left pane. In the Add User screen shown below, enter values for the User Id, Common Name, Surname, User Password, and Confirm Password fields to create a user account for the MiaRec server. Retain the default value of “None” for Avaya Role, and select “Yes” from the CT User drop-down list. Click on Apply at the bottom of the screen (not shown below). Make a note of the User Id and Password, to be used later for configuring the MiaRec server.
Next, you need to change the security level for the CTI User as it needs to have unrestricted access privileges.
Follow the login procedures in Section 4.1, and log in with the CTI OAM Admin user name and password. Select Administration -> Security Database -> CTI Users -> List All Users from the left pane. Choose the previously created CTI user, and click Edit.
Provide the user with unrestricted access privileges by clicking the Enable button in the Unrestricted Access line. Click Apply Changes.
5. Configure MiaRec Call Recording System
This section presents configuration steps for MiaRec call recording system. It is assumed that MiaRec is already installed on the server. The procedures include the following areas:
- Install AES TSAPI Client
- Administer MiaRec link to AES
- Administer monitored phones
- Administer monitored ACD Splits (Hunt Groups)
- Administer call recording filters
- Restart MiaRec service
5.1. Install AES TSAPI Client
Download Application Enablement Services TSAPI Client from http://support.avaya.com
Install it on MiaRec server. During installation enter the IP address of the Avaya AES server in the Host Name or IP Address field, retaining the default port of 450 (see below screenshot). Click on Add to List and then Next to finish installation.
5.2. Administer MiaRec link to AES
Open MiaRec.ini configuration file and change the following parameters inside section [Protocol::Avaya::TSAPI]:
| Enable | yes |
| Server | Tlink name optained in Section 4.3 |
| Login | Name of CTI user created in Section 4.4 |
| Password | Password of CTI user created in Section 4.4 |
################################################################################ [Protocol::Avaya::TSAPI] ################################################################################ # Enable to disable parsing of this signaling protocol #----------------------------------------------------------------- Enable=yes #----------------------------------------------------------------- # TSAPI link, like AVAYA#SWITCH1#CSTA#SERVERNAME1 #----------------------------------------------------------------- Server=AVAYA#S8700#CSTA#AESERVER1 #----------------------------------------------------------------- # TSAPI account name #----------------------------------------------------------------- Login=miarec #----------------------------------------------------------------- # TSAPI account password #----------------------------------------------------------------- Password=****** #----------------------------------------------------------------- # Ignore audio during dialing phase. # If set to 'yes', then recording will begin from the moment when call is actually # answered and dial-tone will not be recorded into audio file. # If set to 'no', then recording will begin from Hook Off event. # Audio file will contain dial-tone. #----------------------------------------------------------------- IgnoreDialingPhase = yes #-----------------------------------------------------------------
5.3. Administer monitored phones
MiaRec needs to monitor phones via TSAPI interface to determine call state and retrieve call information (remote phone number, local extension, agent's id and name).
A list of monitored phones is configured inside section [Protocol::Avaya::TSAPI::Phones] of MiaRec.ini configuration file.
This list can be pre-configured manually by administrator or created automatically by MiaRec application. When AutoCreatePhonesList is set to "yes", then monitored phones will be added to the list automatically when the first call is made from them.
#----------------------------------------------------------------- # List of Phones, which are monitored via Avaya TSAPI interface #----------------------------------------------------------------- # Monitoring of Phones is necessary for correct processing of call events. # Phones can be specified either by range or individually one by one or # by both range and individually. #----------------------------------------------------------------- ################################################################################ [Protocol::Avaya::TSAPI::Phones] ################################################################################ # Automatically build a phones list # If new call is detected from/to phone, which is not in the list, # then the new entry will be added to the list. # There is no need to configure phones list in advance. # This list will be populated automatically. #----------------------------------------------------------------- AutoCreatePhonesList = yes #----------------------------------------------------------------- # Store phones' ip-addresses inside this INI file. # It is recommended to set this option to 'yes'. # Otherwise the first call from each phone after application restart may be recorded # with empty remote number. # Ip-address will be stored after equal sign, like: # 32000 = 192.168.0.10 # 32001 = 192.168.0.11 #----------------------------------------------------------------- RememberIpAddress = yes #-----------------------------------------------------------------
When AutoCreatePhonesList is set to "no", then it is necessary to manually specify which phones should be monitored by MiaRec.
It is possible to specify phones by range, for example:
# [Optional] Specify a range of phones, which are monitored # Examples of range: # Range = 32000, 32001, 32002 # Range = 32000-32100 # Range = 32000-32100, 33000, 33010, 34000-34050 #----------------------------------------------------------------- Range = 32000-32100, 33000, 33010, 34000-34050 #-----------------------------------------------------------------
Or you can specify each of monitored extensions one-by-one:
# [Optional] Specify phones, which are monitored # Examples: # 32000 = monitor # 32001 = monitor # 32002 = monitor # # It is possible to specify IP-address, which is assigned to specific extension, for example: # 32000 = 192.168.0.10 # 32001 = 192.168.0.11 # 32002 = 192.168.0.12 # # Note 1: It is not required to specify IP-address because it will be detected # automaticaly by recorder after the first call from phone or after phone reboot. # # Note 2: If AutoCreatePhonesList is set to "yes", then list of phones will be populated # automatically. There is not need to configure phones list in advance. #----------------------------------------------------------------- 50001 = monitor 50002 = monitor 50003 = monitor #-----------------------------------------------------------------
5.4. Administer monitored ACD Splits (Hunt Groups)
MiaRec needs to monitor ACD Splits (Hunt Groups) to detect when agents are logged in and logged out from ACD.
A list of monitored ACD Splits is configured inside section [Protocol::Avaya::TSAPI::ACD] of MiaRec.ini configuration file.
This list can be pre-configured manually by administrator or created automatically by MiaRec application. When AutoCreateACDList is set to "yes", then monitored ACD Splits will be added to the list automatically when the first call is routed through them.
#----------------------------------------------------------------- # List of ACD Splits, which are monitored via Avaya TSAPI interface #----------------------------------------------------------------- # Monitoring of ACD Splits is necessary for correct processing of # Agent Login/Logout events. #----------------------------------------------------------------- ################################################################################ [Protocol::Avaya::TSAPI::ACD] ################################################################################ # Automatically build ACD list # If new call is detected to ACD Split, which is not in the list, # then the new entry will be added to the list. # There is no need to configure ACD list in advance. # This list will be populated automatically. #----------------------------------------------------------------- AutoCreateACDList = yes #-----------------------------------------------------------------
When AutoCreateACDList is set to "no", then it is necessary to manually specify which ACD Splits should be monitored by MiaRec.
It is possible to specify ACD Splits by range, for example:
# [Optional] Specify a range of ACD Splits, which are monitored
# Examples of range:
# Range = 49000, 49001, 49002
# Range = 49000-49100
# Range = 49000-49100, 49300, 49310, 49400-49450
#-----------------------------------------------------------------
Range = 49000-49100, 49300, 49310
#-----------------------------------------------------------------
Or you can specify each of monitored ACD Splits one-by-one:
# [Optional] Specify ACD Splits, which are monitored # Examples: # 49000 = monitor # 49001 = monitor # 49002 = monitor # # Note: If AutoCreateACDList is set to "yes", then list of ACD Splits # will be populated automatically. # There is not need to configure ACD Splits list in advance. #----------------------------------------------------------------- 49000 = monitor 49001 = monitor 49002 = monitor #-----------------------------------------------------------------
5.5. Administer call recording filters
By default MiaRec records all calls. Call recording filters allow to limit recording only to particular phones or agents.
Below you will find examples of recording filters applicable for Avaya telephony network. For a more detailed description of recording filters and their syntax, please, read Recording filters.
Example of recording filters by phone's extension:
################################################################################ [Filters::OnCallStart] ################################################################################ filter1 action = record filter1 condition = caller-number = '51000' OR callee-number = '51000' filter2 action = record filter2 condition = caller-number = '51001' OR callee-number = '51001' filter3 action = record filter3 condition = caller-number = '51002' OR callee-number = '51002' default_action = ignore
Example of recording filters by Agent Id:
################################################################################ [Filters::OnCallStart] ################################################################################ filter4 action = record filter4 condition = agent-id = '60000' filter5 action = record filter5 condition = agent-id = '60002' default_action = ignore
Example of recording filters by Agent Name:
################################################################################ [Filters::OnCallStart] ################################################################################ filter6 action = record filter6 condition = agent-name = 'Kevin Weiner' filter7 action = record filter7 condition = agent-name = 'Michael Fisher' default_action = ignore
Example of recording filters by ACD Split:
################################################################################ [Filters::OnCallStart] ################################################################################ filter8 action = record filter8 condition = transfer-from-number = '49000' filter9 action = record filter9 condition = transfer-from-number = '49001' default_action = ignore
Note, ACD Split (Hunt Group) extension is stored by MiaRec as "Transferred From Number".
5.6. Restart MiaRec service
To apply changes in Sections 5.2 - 5.5 a restart of MiaRec service is necessary.
Open Control Panel -> Administrative Tools -> Services, select MiaRec service and click restart.
6. Verification
This section provides the tests that can be performed to verify proper configuration of Avaya Communication Manager, Avaya Application Enablement Services and MiaRec call recording application.
6.1. Verify Avaya Communication Manager
On Avaya Communication Manager, verify the status of the administered CTI links by using the "status aesvcs cti-link" command. The link status should show "no" for maintenance busy (Mnt Busy) and the Service State should indicate "established".
status aesvcs cti-link
AE SERVICES CTI LINK STATUS
CTI Version Mnt AE Services Service Msgs Msgs
Link Busy Server State Sent Rcvd
1 4 no aes-server1 established 15 15
The "status aesvcs interface" command should indicate the interface is listening.
status aesvcs interface
AE SERVICES INTERFACE STATUS
Local Node Enabled? Number of Status
Connections
procr yes 1 listening
The "status aesvcs link" command will indicate the number of messages sent from, and received at the CLAN interface (or procr), to and from Avaya Application Enablement Services, including maintenance traffic.
status aesvcs link
AE SERVICES LINK STATUS
Srvr/ AE Services Remote IP Remote Local Node Msgs Msgs
Link Server Port Sent Rcvd
01/01 aes-server1 10.0.0.25 43909 procr 224 209
Once the MiaRec call recording application is running, the "list monitored-station" command will show each station, which is monitored by MiaRec via TSAPI interface.
list monitored-station
MONITORED STATION
Station Association 1 Association 2 Association 3 Association 4
Ext CTI Link CRV CTI Link CRV CTI Link CRV CTI Link CRV
------- ------------- ------------- ------------- -------------
32129 1 10
32130 1 9
32131 1 22
32132 1 7
6.2. Verify Avaya Application Enablement Services
On Avaya AES, verify the status of the switch connection by selecting Status and Control -> Switch Conn Summary from the left pane. Verify that the Conn State is “Talking” for the switch connection associated with Avaya Communication Manager, as shown below.
Verify the status of the TSAPI link by selecting Status and Control -> Services Summary from the left pane. Click on TSAPI Service, followed by Details (not shown below). The TSAPI Link Details screen is displayed. Verify the Conn Status is “Talking” as shown below.
Verify the status of the CTI User by selecting Status and Control -> Services Summary from the left pane. Click on TSAPI Service, followed by Details and then User Status (not shown below). The CTI User Status screen is displayed. Verify that an open session exists for the user created in Section 4.4 as shown below. This veryfication step assumes that MiaRec application is running.
6.3. Verify MiaRec
The Windows Event Viewer will list any status events of concern. For example, a screenshot below shows that AES TSAPI Login/Password is not correct.
Verify that no errors are reported by MiaRec.
7. Additional references
- Administering Avaya Communication Manager (available at http://support.avaya.com)
- Application Enablement Services Administration and Maintenance Guide (available at http://support.avaya.com)
- Application Enablement Services TSAPI, JTAPI and CVLAN Client and SDK Installation Guide (available at http://support.avaya.com)