Avaya Aura Communication Manager Call Recording
MiaRec tightly integrates with Avaya Aura Communication Manager to provide superior call recording and quality assurance solutions for a wide range of organizations, from small and medium businesses to large multi-site contact centers.
MiaRec's flexible architecture allows deployment in any business environment, from small contact centers to global enterprises with multiple locations and complex networks. MiaRec supports centralized call recording across multiple locations and delivers industry-leading performance. It can record 1,000 calls concurrently on a single server, and multiple servers can be deployed for greater capacity.
MiaRec’s integration with Avaya business communications products provides Avaya customers with reliable, advanced, feature-reach contact center solutions, helping customers maximize their ROI in Avaya infrastructure.
MiaRec supports multiple call recording methods on Avaya Aura Communication Manager platform:
- DMCC-based active call recording
- TSAPI + port mirroring call recording
- SIPREC recording on Avaya Session Border Controller for Enterprise
DMCC-based recording
How it works
Devide Media Call Control (DMCC) is an API (Application Programming Interface) that gives you the ability to record calls directly from Avaya Communication Manager.
MiaRec uses TSAPI interface from Avaya Aura Application Enablement Services (AES) to monitor skill groups and agent stations on Avaya Aura Communication Manager.
Additionally, MiaRec uses Device, Media, and Call Control (DMCC) interface from Avaya Aura Application Enablement Services (AES) to capture media associated with the monitored agents for call recording with the Multiple Registration method.
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 Splits / Hunt Group
- Avaya IP-API-A License (DMCC/CMAPI) per each recorded extension
Benefits
- Software-only solution - does not require telephony boards or any wiring beyond a typical network infrastructure
- Records Analog, DCP and IP phones
- Supports remote call center agents
Configuration guide:
TSAPI + port mirroring
How it works
MiaRec utilizes TSAPI interface of Avaya Application Enablement Services to extract call information such as agent id and name, local and remote phone numbers etc. This call infromation is linked to call recordings, which allows easy search, retrieval and playback.
Port mirroring function on a network switch is used by MiaRec to capture media associated with agents' ip phones and softphones.
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 Splits / Hunt Group
- Network Switch with Port Mirroring support (see A list of Switches with port mirroring)