Avaya TSAPI passive recording

1. Introduction

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.

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 v6.3.2 or higher
  • Avaya Application Enablement Services (AES) Server v6.3.1 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

Recording calls on Avaya S8700 and G650

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), the Service State should indicate established and Version should be 6 or higher.

status aesvcs cti-link

                          AE SERVICES CTI LINK STATUS

CTI   Version  Mnt   AE Services      Service       Msgs     Msgs
Link           Busy  Server           State         Sent     Rcvd

1     7        no    aes              established   15       15




If the CTI link is not established, then follow instructions in chapter 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.

Record internal calls on Avaya network

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
  • Administer TSAPI link
  • Obtain Tlink name
  • Administer CTI user for MiaRec

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 "https://ip-address-or-dns", where "ip-address-or-dns" is the IP address or DNS alias of the Appliation Enabledment Services server, and log in using the appropriate credentials (not shown).

Select Licensing -> WebLM Server Access in the left pane, to display the Web License Manager pop-up screen (not shown), and log in using the appropriate credentials.

Avaya AES WebLM Server Access

If the licenses are managed centrally on the System Manager, then select Services -> Licenses in the System Manager home screen. Otherwise, the Web License Manager screen is shown immediately.

Avaya System Manager Licenses

In the Web License Manager screen, select Application_Enablement under Licenses Products to display license capacity and current usage

Make certain that a number of TSAPI Simultaneous Users (licenses) is enough. MiaRec requires TSAPI Basic license for each recorded IP Phone and softphone and for each monitored ACD Split (Hunt Group). If the TSAPI service is not licensed, contact the Avaya sales team or business partner for a proper license file.

Avaya AES TSAPI licenses

4.2. Administer TSAPI link

To administer a TSAPI link, select AE Services -> TSAPI -> TSAPI Links from the left pan of the Management Console. The TSAPI Links screen is displayed, as shown below. If the TSAPI Link is not configured yet, then click Add Link to create one.

Avaya AES TSAPI Links

The Add TSAPI Links screen is displayed next.

The Link field is only local to the Application Enablement Services server, and may be set to any available number. For Switch Connection, select the relevant switch connection from the drob-down list. In this case, the existing switch connection "cm2" is selected. For Switch CTI Link Number, select the CTI Link number from Section 3.1. Make sure that ASAI Link Version is 6 or higher. Retain the default values in the remaining fields.

Avaya AES TSAPI Add Link

4.3. Obtain Tlink name

Select Security -> 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. A new TLink name is automatically generated for the TSAPI service. Locate the TLink name associated with the relevant switch connection, which would use the name of the switch connection as part of the Tlink name. Make a note of the associated Tlink name, to be used later for configuring the MiaRec server.

In this case, the associated Tlink name is "AVAYA#CM2#CSTA#AES"'. Note the use of the switch connection "CM2" from Section 4.2 as part of the Tlink name.

If Tlink doesn't exist, then follow instructions in AE Services Administration in document Application Enablement Services Administration and Maintenance Guide available at http://support.avaya.com

Avaya AES Tlinks

4.4. Administer CTI user for MiaRec

Select User Management -> Add User from the left pane, to display the Add User screen in the right pane.

Enter desired values for User Id, Common Name, Surname, User Password, and Confirm Password. 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.

Avaya AES Add User

Next, you need to change the security level for the CTI User as it needs to have unrestricted access privileges.

Select Administration -> Security Database -> CTI Users -> List All Users from the left pane. Choose the previously created CTI user, and click Edit.

Avaya AES Edit CTI User

The Edit CTI User screen appears. Tick the Unrestricted Access box and Apply Changes at the bottom of the screen.

Avaya AES Edit CTI User

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 TSAPI link to AES

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.

Avaya AES TSAPI Client install

5.2. Administer MiaRec link to AES

Navigate in the MiaRec web interface to Administration -> System -> Recording Interfaces and click Configure link for Avaya TSAPI interface.

MiaRec DMCC settings

In the Configure Recording Interface (Avaya TSAPI) screen, configure the following settings:

  • Option Enable should be checked
  • Option TSAPI Link should point to the obtained TLink in the Section 3.5. Obtain Tlink name.
  • Option TSAPI login and "TSAPI password** should be set to the credentials of CTI user created in Section 3.6. Administer CTI user for MiaRec.
  • Option Media Source should be set to Passive - port mirroring
  • Option Monitored phones should list all recorded extensions, comma-separated. A range of extensions is supported, like 3000-3100, 5001, 5002
  • Option Monitored ACD Splits should list all ACDs, which the recorded users may login to. MiaRec monitors ACDs for login/logout events. A range value is supported, like 4900-49100, 55000, 56000
  • Option Ignore dialing phase could be enabled to avoid recording of initial dialing phase of the outgoing call scenario
  • Retain default settings for other values

MiaRec DMCC settings

5.2. Enable passive recording

Navigate in the MiaRec web interface to Administration -> System -> Recording Interfaces and enable the following protocols:

  • Passive network capture
  • Avaya H.323
  • H.323
  • SIP (required if some of phones have SIP firmware)

MiaRec DMCC settings

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 Application Enablement Services, verify the status of the switch connection by selecting Status -> 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, and that the Associations column reflects the total number of monitored skill groups and agent stations as configured previously.

Avaya AES Switch Connection Summary

Verify the status of the TSAPI link by selecting Status -> Status and Control -> TSAPI Service Summary from the left pane. Verify the Conn Status is “Talking” as shown below.

Avaya AES TSAPI Link Details

Verify the status of the CTI User by selecting Status -> Status and Control -> TSAPI Service Summary from the left pane. Click the User Status button (not shown below). The CTI User Status screen is displayed. Verify that an open session exists for the CTI user created for MiaRec as shown below. This verification step assumes that MiaRec application is configured properly and running.

Avaya AES CTI User Status

6.3. Verify TSAPI device monitoring status in MiaRec

Navigate in the MiaRec web interface to Administration -> System -> Recording Interfaces and click Status link for Avaya TSAPI interface.

MiaRec DMCC settings

In the Avaya TSAPI status screen, click View TSAPI monitored devices link for the appropriate recorder instance (the screenshot below shows one instance).

MiaRec DMCC settings

In the Avaya TSAPI monitored devices screen, verify status of the monitored devices. If any of devices shows failed state, then click on the extension link in that window to see the detailed error message.

MiaRec DMCC settings

The error message describes the actual reasons of failure. Read the message and apply appropriate corrections. For example, the message in the following screenshot says that device identifier (extension) is not valid. In this case, remove this extension from the Monitored Phones list in configuration.

MiaRec DMCC settings

If the Avaya TSAPI monitored devices screen shows none of devices (neither successfully monitored nor failed), then probably the TSAPI link connection is not established to AES server. In this case, navigate to Administration -> Maintenance -> System Log and check any error messages. The screenshot below shows that the TSAPI login/password is invalid. Make the appropriate corrections to the configuration.

MiaRec DMCC settings

6.4. Check MiaRec trace log

MiaRec provides detailed logging for troubleshooting purposes. Navigate to Administration -> Maintenance -> Troubleshooting to enable log in MiaRec.

More details about MiaRec recorder trace

7. Additional references