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Impact 360 Recording Integration Service

Cisco Integration Guide

Release 7.8 SP1September 2008

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Doc Version 7.8.1-8 2008-09-25

About This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5Intended Audience for This Guide . . . . . . . . . . . . . . . . . . . . . . . 6Conventions Used in This Guide . . . . . . . . . . . . . . . . . . . . . . . . 7If You Need Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9Before You Contact Technical Support. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Contacting Technical Support . . . . . . . . . . . . . . . . . . . . . . . . . 10Verint Witness Actionable Solutions Website and the Customer Interaction Center (CIC) . . . . . 10Telephone. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10Email . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11Direct Internet FTP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11Other Support and Training Alternatives . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

1 CTI Controlled Solution via JTAPI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14What You Need to Know Before Configuration . . . . . . . . . . . . . . . . . . . . . . . . . 14

Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15Set Up Integration Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15Configure Cisco CallManager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15Install the Cisco JTAPI Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16Configure the Cisco JTAPI Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18JTAPI Adapter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18Cisco ICM Adapter (optional) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18Recorder Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Technical Notes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

2 Duplicate Streamed Recording Solution . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22What You Need to Know Before Configuration . . . . . . . . . . . . . . . . . . . . . . . . . 22Items Required from Customer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23Set Up Integration Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

C o n t e n t s

Contents

Integration Service Cisco Integration Guide 4


Configure Cisco CallManager for Active Recording . . . . . . . . . . . . . . . . . . . . . . .23Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26Cisco SIP Proxy Adapter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .26JTAPI Adapter (optional) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .28Cisco ICM Adapter (optional) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .28Recorder Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .29

Cisco DMS Fault Tolerance . . . . . . . . . . . . . . . . . . . . . . . . . . 30Configure Cisco Call Manager for DMS Fault Tolerance . . . . . . . . . . . . . . . . . . . . .31Teamed NICs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .33

Technical Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33Maintenance. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .33

3 Recorder Controlled Solution with Tagging via JTAPI and/or Cisco ICM . . . . . . . . . 35

Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .36What You Need to Know Before Configuration . . . . . . . . . . . . . . . . . . . . . . . . .36

Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37Set Up Integration Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .37

Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37JTAPI Adapter (optional) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .37Cisco ICM Adapter (optional) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .37

Recorder Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38Technical Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39Maintenance. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .39

A JTAPI Adapters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41Configure JTAPI Adapter . . . . . . . . . . . . . . . . . . . . . . . . . . . 42Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

B Cisco ICM Adapter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47Configuring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48Cisco ICM Adapter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .48

Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

About This Guide

This introductory section to the Integration Service Cisco Integration Guide provides information on:

Intended Audience for This Guide, page 6

Conventions Used in This Guide, page 7

If You Need Help, page 9

Contacting Technical Support, page 10

Preface - Intended Audience for This Guide



Intended Audience for This GuideThe Integration Service Cisco Integration Guide is intended for Verint Systems Field Services and Support personnel. It documents the ways in which configuration and behavior deviates from that documented in the Integration Service Integration Guide, to which you should also refer.

Preface - Conventions Used in This Guide



Conventions Used in This GuideThe following two tables describe some of the conventions that are used in this document:

The Standard Conventions table highlights conventions used to describe user interaction, as well as special notations

The Information Icons table describes the icons used to highlight information of special interest to the user

Standard Conventions

Area Description

Menu Items Menu items are highlighted in bold as in the following example:

From the menu, choose File > Preferences > Options.

Document Names

Other Verint Systems documents are referred to using italics. For example:

Refer to the Quality Monitoring 7.7 Installation Guide for more information.

Buttons, Functions, and Dialog Box and Window Names

Specific button or function names are highlighted in bold. The following example shows how a button and dialog name are referred to in the documentation:

Click OK, and then choose the Restore Database dialog box.

User Variables When the user is expected to type a value, the name of the variable to be replaced is surrounded by < > . The following are examples:

<Your ER Server Name>

The notation <Your ER Server Name> refers to the name of your Enterprise Reporting server.

When you see this notation, replace it with the actual name of your Enterprise Reporting server.

Preface - Conventions Used in This Guide



Information Icons

Icon Type Function

Note Important details that we want to make sure that you do not overlook.

Tip Helpful hints that can improve the efficiency or effectiveness of your work.

Caution Advice that can help you avoid undesirable results.

Warning Situations that can result in: Harm to software Loss of dataAn interruption in service

Preface - If You Need Help



If You Need HelpOur goal at Verint Systems is to provide you with the best products backed by a high quality support network with a variety of resource options. These include:

Verint Systems website and Customer Interaction Center (CIC)

Telephone

E-mail

Direct Internet FTP

Other support and training alternatives

Before You Contact Technical SupportHelp from Technical Support is as near as your keyboard or telephone. However, before you contact us, read this section carefully. We can provide faster and better service if you have certain information available when you contact us.

You can solve many problems quickly with the information in the online Help system or in this manual. When running the product, you can select the Help button in the upper-right portion of the window to get help for the active window or dialog box.

If you are unable to solve a problem by using the online Help or this manual, and you need help from Technical Support, use the guidelines in the following checklist before you contact us:

1 Write down the problem and details that may help us solve the problem. If you can consistently reproduce the problem, list the steps to reproduce it.

2 Have at least the following information available when you contact Technical Support.

Your name and customer site number, and identify yourself as a customer, Verint Systems partner, or Verint Systems employee. Customer-initiated CIC contact is restricted to customers that are one of the designated support contacts on your company’s service level agreement.

Product name and version number.

Server and client operating systems and service pack version numbers

Supporting files and screenshots (if available)

ACD type and reporting package (for ACD-related issues)

The wording of any error messages from the product and/or operating system

Has this problem occurred previously? If it is new, did you change your system configuration recently?

Preface - Contacting Technical Support



Contacting Technical SupportOnce you have determined that you need technical support, and you have gathered as much information as you can based on the checklist, the following provides a list of the various support options and alternatives:

Verint Witness Actionable Solutions Website and the Customer Interaction Center (CIC)

This facility allows users worldwide fast access to product information, marketing and sales information, information about the company, technical documentation, support case management, and support solutions information.

You can access the Verint Witness Actionable Solutions Customer Interaction Center (CIC) support site at www.witness.com/support, or through www.witness.com by clicking the Support Login link from the Home page.

Once you have successfully logged on to the CIC, use the navigation tree on the right to access available user manuals, troubleshooting guides, FAQs, and more.

For help using the site, refer to the CIC Support Website Navigation Guide. To access this document, click the link at the right on the CIC Home page. The guide is a PDF file that you can save or print locally for future reference.

TelephoneVerint Systems' Customer Interaction Center (CIC) provides the self-service tools and information you need to get the most out of your investment.

Americas:+1 800 4 WITNESS (USA toll-free)+1 770 754 1870

Europe/Middle East/Africa:+0800 496 1111+44 (0)1372 869 570

Hong Kong/Asia Pacific:+852 8103 0104

Australia:1 800 600 806

New Zealand:+61 2 8223 9493

Japan:+81 (0)3 5919 1875

For geographic locations and hours of operation, refer to www.witness.com\support\ and click on Contact Centers.




EmailIf you are a new customer and need a logon ID and password, you can e-mail [email protected] to obtain your new logon information.

Direct Internet FTPThis facility greatly speeds up transfer of new and upgraded software to all Verint Systems customers. Contact us for more information about access to Direct Internet FTP services.

Other Support and Training AlternativesIn addition to documentation, online Help, and support services, Verint Systems also offers both classroom-based and online learning alternatives to suit your specific needs. Contact us for more information about other support and training alternatives.

C h a p t e r 1

CTI Controlled Solution via JTAPI

This chapter describes how to install and configure a Cisco CallManager CTI Controlled recording solution via the JTAPI adapter.

Chapter 1 - CTI Controlled Solution via JTAPI Prerequisites



Prerequisites

System RequirementsVerint Systems Field Services personnel should confirm with the customer that the customer has the following Switch/CTI configuration. Please refer to Verint Systems’ Product Central for the latest information on supported Switch/CTI combinations.

Switch/CTI Requirements

What You Need to Know Before Configuration

Recording Solution

The JTAPI adapter connects to the JTAPI server over the LAN using TCP/IP via the JTAPI Client. The JTAPI server in turn connects to the Cisco switch. The JTAPI server provides the adapter with real-time telephony information from monitored extensions. Information contained in these messages is tagged along with the recording. If desired, a Cisco ICM adapter may also be used for additional tagging.

Items Required from Customer

The customer must provide the following information:

A list of agent extension numbers to be recorded.

A two-way network connection to the CallManager Server.

Spanning capabilities on the gateway side, or telephone side, or both.

Confirmation that the Cisco CallManager is enabled for encryption and has security certificates from the Cisco Security Tokens. (Secure RTP only)

The following information for communication with the JTAPI Server:

Specification RequirementSwitch Name & Model Cisco CallManagerSupported Switch Versions

4.x, 5.x, 6.x (5.x, 6.x required for secure RTP)

Switch Interface Type Cisco JTAPICTI Middleware Cisco ICM (optional for tagging only)CTI Middleware Versions 4.1 SP5 HotFix 43 – 7.0

Field DescriptionCisco CallManager Hostname

Network name of the Cisco CallManager Switch

Chapter 1 - CTI Controlled Solution via JTAPI Installation



Installation

Set Up Integration ServiceFollow the standard installation process for setting up the Integration Service. Refer to the Integration Service Integration Guide for information of setting up the Integration Service.

Configure Cisco CallManager1 Use your web browser to access your CallManager (that is, by entering its URL, for

example, https://CallManager:8443/ccmadmin) and then log on.

2 Navigate to User Management > End User.

3 Create a new user named jtapi.

4 Set the password, PIN, and last name.

5 Click the Device Association Button and add the phones you want to monitor.

6 Make sure that Allow Control of Device from CTI is checked.

7 Navigate to User Management > End User CAPF Profile.

8 Click the Create New button.

9 Select the user jtapi.

10 Add instance ID (e.g. jtapi2).

11 From the Certificate Operation (Secure RTP only) drop-down menu, select the Install/Upgrade option (Secure RTP only).

12 Enter an authentication string (e.g. test) (Secure RTP only).

13 Click the Save button.

14 Navigate to User Management > User Group.

15 Add the following groups to your user by clicking on the group, and then clicking on the button Add End Users To Group. Then check your user and add that user to the following groups:

Standard CTI Allow Control of All Devices

JTAPI User Depending on the version of Cisco this will either be referred to as a User or End-User. In either case, the User must be set up to have CTI privileges and be associated with all the phones that you wish to monitor. If you are using an encrypted CallManager environment, the User must also have a CAPF profile setup.

JTAPI Password (if applicable)

Password for the JTAPI User.

https://CallManager:8443/ccmadmin




Standard CTI Allow Reception of SRTP Key Material (Secure RTP only)

Standard CTI Enabled

Standard CTI Secure Connection (Secure RTP only)

Install the Cisco JTAPI ClientThe JTAPI adapter requires the Cisco JTAPI Client, which you can download from the CCMAdmin application on the CallManager.

1 Use your web browser to access your CallManager (that is, by entering its URL, for example, http://CallManager:8080/ccmadmin) and then log on.

2 Navigate to Application > Plugins.

3 Click the Find button.

4 Click the link for Download Cisco JTAPI for Windows.

5 Run the setup program.

6 Select all default values.

Configure the Cisco JTAPI Client

Note:

If you are using an encrypted CallManager environment, you must first do the following (otherwise, go on to the following procedure):

• run the client configuration after installation• change the connection mode to encrypted• initialize the CAPF profile setup for the JTAPI user

1 In Windows Explorer, navigate to the directory in which you installed the Cisco JTAPI client.

2 Go to the JTAPITools directory.

3 Double-click on jtprefs to configure JTAPI client.

4 Click the Security tab.

5 In the User Name field, type jtapi.

6 In the Instance ID field, type the Instance ID created on Cisco CallManager (e.g. jtapi2). If you are using Secure RTP, proceed to the next step; otherwise, skip to step 14.

7 In the Authentication String field, type test.

8 In the TFTP Server field, type the IP address of your CallManager.

9 Leave the TFTP server port set to the default of 69.

10 In the CAPF IP Address field, type the IP address of your CallManager.

11 Leave the CAPF Server port set to the default of 3804.




12 Leave certificate path blank. A certificate will be installed in the C:\WINNT\Java\lib directory.

13 Click Enable secure connection.

14 Click the OK button.

15 Exit the console screen after messages are displayed. If you are using Secure RTP, proceed to the next step; if you are not using secure RTP, no further action is required.

16 Run the program again to make sure you have updated the certificate

17 The Certificate Update Status box at the bottom of the security tab should say Updated.

18 Click Cancel and exit.

Chapter 1 - CTI Controlled Solution via JTAPI Configuration



Configuration

JTAPI AdapterSee Appendix A: JTAPI Adapters for information on how to configure the JTAPI Adapter.

Cisco ICM Adapter (optional)See Appendix B: Cisco ICM Adapter for information on how to configure the Cisco ICM Adapter if you require additional tagging information or agent free seating available only from ICM. You must select the Tag Only check box in order to get the necessary tagging.

Recorder SettingsThe following section describes the supported deployment scenarios for a Cisco CallManager CTI Controlled recording solution via the JTAPI adapter. Refer to the Integration Service Integration Guide for additional information about setting up the integration.

Confirm the following settings:

The Recorder Control Type of the member group of the Data Source used by the JTAPI adapter is set to CTI Controlled (Enterprise Manager).

The Recording Mode of the phones of the Data Source used by the JTAPI adapter is set to the desired functionality (Enterprise Manager).

The Recording Type of the network interface card used for recording is set to Passive (Recorder Manager).

No Configured Protocols of the network interface card have been selected (Recorder Manager).

Chapter 1 - CTI Controlled Solution via JTAPI Technical Notes



Technical Notes

LimitationsFree seating is not supported in Cisco JTAPI only CTI environments. A Cisco ICM adapter is required in addition to the JTAPI adapter in order to support free seating.

MaintenanceAny changes to the Extensions that are being recorded may result in required changes to the Data Source used by the JTAPI adapter.

Chapter 1 - CTI Controlled Solution via JTAPI Technical Notes



C h a p t e r 2

Duplicate Streamed Recording Solution

This chapter describes how to install and configure a Cisco CallManager duplicate streamed recording solution via the JTAPI adapter.

Chapter 2 - Duplicate Streamed Recording Solution Prerequisites



Prerequisites




Recording Solution

When Cisco CallManager is configured for duplicate stream recording, the CallManager automatically duplicates all calls to the configured extensions to the Integration Service. The Integration Service will answer those calls and the recorder will record the duplicated audio from the original call to the recorder via the phone. You may also use a Cisco JTAPI and/or ICM adapter for additional tagging.

Bulk and Selective Recording

Cisco CallManager supports bulk and selective recording on a per-line basis. Bulk recording is used for 100% compliance recording, to record all calls on a specific line. Selective recording (Application Invoked Call Recording) allows the recording system to determine whether a specific call will be recorded or not. If Application Invoked Call Recording is used on the call manager, JTAPI is required.

The Cisco CallManager Phone Settings Record Option and the EM Member Group Recorder Settings determine whether lines are set for bulk or selective recording.

Items Required from CustomerThe customer must provide the following information:


6.x

Switch Interface Type Cisco JTAPI (optional for tagging only)CTI Middleware Cisco ICM (optional for tagging only)CTI Middleware Versions 4.1 SP5 HotFix 43 – 7.0Phones Cisco phones supporting DMS

Chapter 2 - Duplicate Streamed Recording Solution Installation





Installation

Set Up Integration ServiceFollow the standard installation process for setting up the Integration Service. Refer to the Integration Service Integration Guide for information of setting up the Integration Service.

Configure Cisco CallManager for Active RecordingFor each Integration Service, create a SIP Trunk using the following instructions.

Create SIP Trunks

1 Use your web browser to access your CallManager (that is, by entering its URL, for example, https://CallManager:8443/ccmadmin) and then log on.

2 Navigate to Device > Trunk > Add New.

3 Go to Trunk Type, select SIP Trunk, and then click Next.

4 Type a name for the SIP trunk.

5 Under Device Pool, select default.

6 In the Destination Address field, type the IP address or hostname of the Integration Service running the SIP Proxy Adapter.

7 Make sure the Destination Port matches the recorder settings.

8 For SIP Trunk Security Profile, select Non-secure.

9 For SIP Profile, select Standard Profile.

10 Click Save.

Create Route Groups and Route Lists

For Fault Tolerant DMS setups you will need to complete the following additional steps before creating the route pattern.

Create Route Group

You must complete the following steps for fault tolerant Integration Service configurations.

1 Navigate to Call Routing > Route/Hunt > Route Group > Add New.





2 Type a name for the Route Group.

3 Select Top Down for the distribution algorithm.

4 Add the SIP Trunks associated with this Recording Profile to the Route Group.

5 Ensure the list of Route Group Members is in the correct order.

6 Click Save.

Create Route List

You must complete the following steps for fault tolerant Integration Service configurations.

1 Navigate to Call Routing > Route/Hunt > Route List > Add New.

2 Type a name for the Route List.

3 Select the correct Call Manager Group.

4 Click Save.

5 Click Add Route Group.

6 Select the Route Group created in the previous procedure.

7 Click Save.

Create Route Pattern

1 Navigate to Call Routing > Route/Hunt > Route Pattern > Add New.

2 Type the extension you want for your SIP trunk.

3 For Gateway/Route List, select the SIP Trunk (for non-fault tolerant setups) or Route List (for fault tolerant setups) configured in the previous steps.

4 Click Save.

Create Recording Profile

1 Navigate to Device > Device Settings > Recording Profile > Add New.

2 Type a name for your recording profile.

3 In the Recording Destination Address field, type the phone extension of the SIP trunk configured when you created the route pattern.

4 Click Save.




Configure Phone Settings and Line Appearance Settings

1 Use your web browser to access your CallManager (that is, by entering its URL, for example, https://CallManager:8443/ccmadmin) and then log on.

2 Navigate to Device > Phone > Find.

3 Select the extension from the list by clicking on the device name.

4 For Built In Bridge, select On.

5 For Privacy, select Off.

6 Click Save.

7 Click on the line appearance (upper left-hand part of screen) to display the line appearance page.

8 Under Recording Option, select Automatic Call Recording Enabled for bulk 100% recording, or Application Invoked Recording Enabled for selective recording.

9 For Recording Profile, select your previously created recording profile.

10 Click Save.

11 Reset phone by clicking the Reset button, then Reset.

12 Repeat steps 2 through 11 for each phone you need to configure for active recording.


Chapter 2 - Duplicate Streamed Recording Solution Configuration



Configuration

Cisco SIP Proxy AdapterTo Create a Cisco SIP Proxy adapter to support Cisco DMS

1 In the Recorder Manager, choose System > Integration Service > Settings.

2 Click Create.

3 In the right-hand pane, in Choose a CTI Adapter to Create, select SIP Proxy Adapter.

4 Click Create. The adapter appears in the left-hand pane.




5 Specify settings for this adapter in the right-hand pane, referring to the following table (all fields are required unless otherwise indicated):

Field Description

Name Type a unique name for this adapter. Do not use any special characters or characters that truncate xml. This field is not case sensitive.

Description Type a description of the adapter (optional).

Adapter Type This is a read-only field that specifies the adapter selected in step 3.

Run From This is a read-only field that specifies the server from which the adapter is run.

Startup Type Select a startup type: Automatic, Manual, or Disabled.

DataSource Select a data source.




6 Under Advanced Settings, use the Key and Value fields to enter any proprietary pairs that are in use in your system.

7 Click Save. The adapter appears in the left-hand pane.

JTAPI Adapter (optional)See Appendix A: JTAPI Adapters for information on how to configure the JTAPI Adapter if you require additional tagging information from JTAPI. Prior to configuring the JTAPI adapter, complete the following sections in Chapter 1:

Configure Cisco CallManager on page 15

Install the Cisco JTAPI Client on page 16

Configure the Cisco JTAPI Client on page 16

Cisco ICM Adapter (optional)See Appendix B: Cisco ICM Adapter for information on how to configure the Cisco ICM Adapter if you require additional tagging information. If you are using both JTAPI and ICM, you must select the Tag Only check box in order to get the necessary tagging.

If you are using ICM only, then do not select the Tag Only check box. The Cisco ICM Adapter will then be used for tagging and stitching.

SIP Protocol Select the protocol (UDP or TCP) that the SIP Proxy adapter will use.

Listen At IP Address

In a system with multiple NICs, specify the IP address that the SIP proxy adapter will use.

SIP Listen Ports Specify the port(s) that the SIP Proxy Adapter will listen on, using commas to separate multiple port numbers.

Supports G711 U-Law

Select this check box if the adapter will advertise support of the G711 U-Law codec that the recording application will support.

Supports G711 A-Law

Select this check box is the adapter will advertise support of G711 A-Law codec that the recording application will support.

Supports G722 Select this check box if the adapter will advertise support of the G722 codec that the recording application will support.

Supports G729 Select this check box if the adapter will advertise support of the G729 codec that the recording application will support.

Field Description




Recorder SettingsThe following section describes the supported deployment scenarios for a Cisco CallManager duplicate streamed recording solution. Refer to the Integration Service Integration Guide for additional information of setting up the integration. Confirm the following settings:

For bulk recorded lines, you should add the lines to a Member Group, and set its Record Control Type to External Controlled. All extensions set to a Recording Mode of Record will be recorded in this configuration, unless the overridden with a block recording.

For selectively recorded lines, you should add the lines to a Member Group, and set its Record Control Type to Application Controlled. The extensions’ Recording Mode (from the Phones tab in Enterprise Manager), a Business Rule, Record-on-Demand applications, AIM, or some other trigger will control the triggering of recording in this configuration.

The Recording Mode of the phones of the Data Source used by the SIP Proxy adapter is set to Record (Enterprise Manager).

The Recording Type of the network interface card used for recording is set to Active (Recorder Manager).

The Starting Port and Ending Port of the network interface card used for recording have been set. Note: Each concurrent recording requires two ports (Recorder Manager).

Chapter 2 - Duplicate Streamed Recording Solution Cisco DMS Fault Tolerance



Cisco DMS Fault ToleranceIn general, fault tolerance in the Cisco DMS environment is achieved by using more then one Integration Service and more then one Recorder. Typically a pair of Integration Services will be used. One extra recorder will be added to provide n + 1 fault tolerance. The pair of Integration Services and n + 1 recorder is meant for a single-fault scenario. There can be extra Integration Services or Recorders over the required pair and n + 1, but that will only help in double-fault scenarios.

A typical deployment will look like the following:

Recording Cluster

Call ManagerCluster

SecondaryIntegrationService(s)

PrimaryIntegration

Service

Recorder

Recorder

Recorder

Primary Trunk

Secondary Trunk(s)

Backup/Spillover Recording Cluster

Lowest Priorit y Trunk (s )

N+1 Failover Controlled by

Integration Service

Active /Passive Failover controlled by

Call Manager Top Down Trunk configuration

Recording Cluster Failover controlled by

Call Manager Top Down Trunk configuration




Configure Cisco Call Manager for DMS Fault ToleranceThe following sections describe possible redundancy scenarios.

Load Balancing of Recorders

The Integration Services are responsible for sending the call to be recorded to a Recorder. Typically an Integration Service will pick the least utilized Recorder. Each Integration Service is connected to all the recorders. For this reason, either Integration Service is capable of recording any call on any recorder. This means that if the primary Integration Service goes down, the Secondary can continue distributing calls in exactly the same manner. If both Integration Services are lost, then there will be no new calls recorded during this time period.

Recorder Failover Behavior for New Calls

In the case of a recorder going down, the Integration Services will simply send any subsequent calls to recorders that are still running and that are not above capacity. If there is no capacity on any of the recorders, the Integration Service will return an error of "full" to the CallManager Cluster. This will allow the CallManager cluster to try a lower priority Integration Service. (This would typically only be used in multi-site deployments, and will not be covered in more detail here.)

The above scenarios describe the fault tolerance capabilities in cases of new calls coming in to the system after a single failure. The system will record in all cases, assuming the number of recorders is sized correctly for the required capacity.

Recorder Failover Behavior for In-Progress Calls

The following section covers failures and their impact on calls that are currently in progress and being recorded. Failures fall into two categories: failure of a recorder and failure of the Integration Service handling the call.

In the case of a recorder failure, the Integration Service handling that recording will try to move everything recording that was on that recorder to the other recorders. It will attempt to continue to load balance the recording across the recorders. The redistribution will occur as soon as the Integration Service is aware that the Recorder is down. This will occur in 10 seconds or less.

The call will exist with two recorded segments: one in the first recording that faulted, and a second on the new recorder. These segments will be stitched together in Viewer, so only a small about of audio may be missing between the two segments. There is no limit on the number of times a recording is moved from one recorder to another.

Recorder Failover Recovery

When the recorder comes back online, each of the Integration Services will connect to it, and from that point forward calls are capable of being recorded on that recorder. No calls that are currently in progress will be moved to the new recorder, as this would interrupt the recording.




Integration Service Node Redundancy

The CallManager Cluster will have a recording profile configured with two SIP trunks. The trunks will have a priority list so that all the calls will attempt go to the primary Integration Service. If the CallManager Cluster cannot communicate with the primary Integration Service it will fall back to sending the requests to the secondary Integration Service. Because of this feature in the CallManager Cluster, the fault tolerance of sending calls to multiple Integration Services is handled by the Cisco CallManager.

More then one secondary Integration Service node can be added to allow for more layers of redundancy. In addition, subsequently lower priority trunks can be configured to send the audio to other recording clusters in the case of a total failure of the local site.

Integration Service Failover

There are two scenarios for loss of the Integration Service. The first scenario is one in which only an Integration Service fails, with no failures of recorders. In this case, all of the current recordings will continue to be recorded on the recorder they were on before the fault, and will eventually finish recording when the RTP audio stops because of the end of the call. This scenario is that both an Integration Service and a Recorder fail. In this case will not result in any loss of audio. In this case, the remaining portions of any calls that were being tracked by the Primary Integration Service that were being recorded on the recorder that failed are lost. The next call will be picked up by the Backup IS and sent to a different recorder.

Scenarios because of the failure of the Primary Integration Service and a co-hosted recorder can be mitigated by running the Integration Service on its own machine.

Integration Service Failover Recovery

When the primary Integration Service goes back up, the CallManager will start sending calls to it again and everything will work as before the loss of the primary Integration Service.

Summary of Failover Scenarios

If a recorder goes down:

All calls currently being recorded will be moved to another recorder by the primary Integration Service and recorded on those other recorders from that point forward

All new calls will only be recorded on the reachable recorders

If a primary Integration Service goes down:

All new calls will go to the secondary Integration Service

All current calls being recorded on a different recorder will continue to be recorded, but will no longer be tracked. If that recorder also goes down, the call cannot be moved to another recorder (this is a Cisco limitation).

If there is a dual failure of both the primary Integration Service and a Recorder:

Chapter 2 - Duplicate Streamed Recording Solution Technical Notes



All new calls will go to the secondary Integration Service

All current calls being recorded on this recorder, will no longer be recorded and cannot be moved to another recorder (the is a Cisco limitation)

All current calls being recorded on a different recorder will continue to be recorded, but will no longer be tracked. If that recorder also goes down, the call cannot be moved to another recorder (this is a Cisco limitation)

Teamed NICsTeamed network interface cards (NICs) can be used to reduce the network-related fault occurrences. Effectively teamed NICs can be added to the Integration Service and/or Recorder to add a second network path in the deployment. This helps guard against the loss of a router, switch, network cable, NIC card, or other network device in the line of communication.

The software currently has no knowledge of teamed NICs, so if both NICs are up or only one is up, the machine will appear perfectly healthy to the system. Only in the case of both NICs failing will the system become unreachable. The advantage of teaming NICs is that if one NIC or route is lost the system will automatically fall back on the secondary.

Technical Notes

MaintenanceAny changes to the extensions that are being recorded may result in required changes to the Data Source used by the SIP Proxy adapter.

Chapter 2 - Duplicate Streamed Recording Solution Technical Notes



C h a p t e r 3

Recorder Controlled Solution with Tagging via JTAPI and/or Cisco ICM

This chapter describes how to install and configure a Recorder Controlled Cisco CallManager recording solution.

Chapter 3 - Recorder Controlled Solution with Tagging via JTAPI and/or Cisco ICM Prerequisites



Prerequisites




Recording Solution

Cisco CallManager phones use either SIP or SCCP (Skinny) call control protocols. In a recorder controlled solution the recorder is configured to record calls via protocol sniffing using the built-in SCCP or SIP handler. If required, you may also use a Cisco JTAPI and/or ICM adapter for additional tagging.

Items Required from Customer

The customer must provide the following information:



Spanning capabilities on the gateway side, or telephone side, or both.


3.x - 6.x

Switch Interface Type Cisco JTAPI (optional for tagging only)CTI Middleware Cisco ICM (optional for tagging only)CTI Middleware Versions 4.1 SP5 HotFix 43 – 7.0

Chapter 3 - Recorder Controlled Solution with Tagging via JTAPI and/or Cisco ICM Installation



Installation

Set Up Integration ServiceFollow the standard installation process for setting up the Integration Service. Refer to the Integration Service Integration Guide for information of setting up the Integration Service. There are no additional installation steps required for a recorder controlled Cisco switch recording solution.

Configuration

JTAPI Adapter (optional)See Appendix A: JTAPI Adapters for information on how to configure the JTAPI Adapter if additional tagging information from JTAPI is desired. Prior to configuring the JTAPI adapter be sure to complete the following sections in Chapter 1:

Configure Cisco CallManager on page 15

Install the Cisco JTAPI Client on page 16

Cisco ICM Adapter (optional)See Appendix B: Cisco ICM Adapter for information on how to configure the Cisco ICM Adapter if additional tagging information from ICM is desired. If you are using both JTAPI and ICM, you must select the Tag Only check box in order to get the necessary tagging.

If you are using ICM only, then do not select the Tag Only check box. The Cisco ICM Adapter will then be used for tagging and stitching.

Chapter 3 - Recorder Controlled Solution with Tagging via JTAPI and/or Cisco ICM Recorder Settings



Recorder SettingsThe following section describes the supported deployment scenarios for a recorder controlled Cisco CallManager recording solution. Refer to the Integration Service Integration Guide for additional information of setting up the integration. Confirm the following settings:

The Recorder Control Type of the member group of the Data Source used by the JTAPI and/or Cisco ICM adapter is set to Recorder Controlled (Enterprise Manager).

The Recording Mode of the phones of the Data Source used by the JTAPI and/or Cisco ICM adapter is set to Record (Enterprise Manager).

The Recording Type of the network interface card used for recording is set to Passive (Recorder Manager).

Note:

Each concurrent recording requires two ports (Recorder Manager).

The Protocol of the network interface card used for recording is set to SIP and/or SCCP depending on the phones to be recorded (Recorder Manager).

Chapter 3 - Recorder Controlled Solution with Tagging via JTAPI and/or Cisco ICM Technical Notes



Technical Notes

MaintenanceAny changes to the extensions that are being recorded may result in required changes to the Data Source used by the JTAPI and/or Cisco ICM adapter.

Chapter 3 - Recorder Controlled Solution with Tagging via JTAPI and/or Cisco ICM Technical Notes



A p p e n d i x A

JTAPI Adapters

This appendix describes how to configure a Cisco CallManager switch integration via the Cisco JTAPI adapter.

Appendix A - JTAPI Adapters Configure JTAPI Adapter



Configure JTAPI AdapterTo Create an Adapter for the Cisco CallManager with JTAPI

1 In the Recorder Manager, choose System > Integration Service > Settings.

2 Click Create.

3 In the right-hand pane, in Choose a CTI Adapter to Create, select Cisco JTAPI Adapter.






Field Description




Run From This is a read-only field that specifies the server from which the adapter is run.



Cisco CallManager Host Name

Type the host name or IP address of the JTAPI sever.

JTAPI User Type a login name used to access the JTAPI server





7 Click Save. The adapter appears in the left-hand pane.

8 Click Restart.

JTAPI Password Click the Password button to enter a password used to access the JTAPI server.

Enable Automatic Switch Import

Select this check box to import switch information automatically.

Field Description

Appendix A - JTAPI Adapters Troubleshooting



Troubleshooting

Failed to initialize JTAPI - Check JTAPI source configuration

Issue: This error message in the Integration Framework log indicates that the adapter is unable to communicate with the JTAPI server.

Cause: JTAPI Adapter improperly configured in the Recorder Manager.

Resolution: Use Recorder Manager to view the JTAPI adapter configuration information and verify that the Cisco CallManager Hostname, JTAPI User, and JTAPI Password (if required) match the information provided by the customer’s CallManager Server Administrator.

Cause: Network problem between the Integration Framework and the JTAPI Server.

Resolution: Verify network connectivity between the Integration Framework and the JTAPI Server using the hostname information provided by the customer’s CallManager Server Administrator.

Cause: The JTAPI Server for Cisco CallManager is not presently functioning.

Resolution: Request that the customer’s CallManager Server Administrator verify that the JTAPI Server is currently operational.

Appendix A - JTAPI Adapters Troubleshooting



A p p e n d i x B

Cisco ICM Adapter

This appendix describes how to configure a Cisco CallManager switch integration via the Cisco ICM adapter.

Appendix B - Cisco ICM Adapter Configuring



Configuring

Cisco ICM AdapterYou can use the following procedure to create an adapter for Cisco CallManager.

To Create an Adapter

1 In the Recorder Manager, choose System > Integration Framework > Settings.

2 Click Create.

3 In the right-hand pane, in Choose a CTI Adapter to Create, select Cisco ICM Adapter.






Field Description






T-Server Hostname

Type the Host name or IP address of the primary Cisco ICM (GeoTel) server. Cisco is the default.





7 Click Add. The adapter appears in the left-hand pane.

T-Server Port Specify the connection port on the primary Cisco ICM (GeoTel) server. 9000 is the default.

Client ID Type a login name used to access the Cisco ICM (GeoTel) server (set to witness by default).

Client Password Click the button beside the Client Password to type a Password used to access the Cisco ICM (GeoTel) server.

Use Secondary Server

Select this check box if you want to use a failover server.

Secondary T-Server Hostname

Specify the host name or IP address of the backup Cisco ICM (GeoTel) server. This field is required if you select the UseFailoverServer check box.

Secondary T-Server Port

Specify the connection port on the backup Cisco ICM (GeoTel) server. 433 is the default. This field is required if you select the UseFailoverServer check box.

Tag Only Select this check box if the adapter is to be used only for tagging.

Field Description

Appendix B - Cisco ICM Adapter Troubleshooting



Troubleshooting

_030136_GEOTEL MAKECONNECTION_EXCEPTION

Issue: This error message in the Cisco ICM Adapter log indicates that the adapter is unable to communicate with the Cisco ICM Server.

Cause: Cisco ICM Adapter improperly configured in the Recorder Manager.

Resolution: Use Recorder Manager to view the Cisco ICM adapter configuration information and verify that the T-Server Hostname, T-Server Port, Client Id, and Client Password (if required) match the information provided by the customer’s Cisco ICM Server Administrator.

Cause: Network problem between the Integration Framework and the Cisco ICM Server.

Resolution: Verify network connectivity between the Integration Framework and the Cisco ICM Server using a Telnet command and the hostname and port information provided by the customer’s Cisco ICM Server Administrator.

Cause: The Cisco ICM Server link is not presently functioning.

Resolution: Request that the customer’s Cisco ICM Server Administrator verify that the Cisco ICM Server link is currently operational.

Appendix B - Cisco ICM Adapter Troubleshooting



Aabout this guide . . . . . . . . . . . . . . . . . . 5Active Recording . . . . . . . . . . . . . . . . . 23additional resources . . . . . . . . . . . . . . . . 9

Bbulk recording . . . . . . . . . . . . . . . . . . 22

CCallManager

configuration for Active Recording. . . . . . . 23duplicate streamed . . . . . . . . . . . . . . 21installation, CTI controlled plus JTAPI adapter. 15

CIC . . . . . . . . . . . . . . . . . . . . . . . . 10configuration

Active Recording . . . . . . . . . . . . . . . 23ICM adapter . . . . . . . . . . . . . . . . . . 48JTAPI adapter . . . . . . . . . . . . . . . . . 42JTAPI client . . . . . . . . . . . . . . . . . . 16SIP Proxy adapter . . . . . . . . . . . . . . . 26

conventions used in this guide . . . . . . . . . . . 7CTI controlled deployment . . . . . . . . . . . . 13Customer Interaction Center . . . . . . . . . . . 10

Ddeployments

CTI controlled . . . . . . . . . . . . . . . . . 13Recorder controlled . . . . . . . . . . . . . . 35

DMSfault tolerance. . . . . . . . . . . . . . . . . 30

duplicate streamedJTAPI adapter . . . . . . . . . . . . . . . . . 21

Ffailover

in-progress calls. . . . . . . . . . . . . . . . 31Integration Service . . . . . . . . . . . . . . 32new calls . . . . . . . . . . . . . . . . . . . 31recovery. . . . . . . . . . . . . . . . . . . . 31

failover recoveryIntegration Service . . . . . . . . . . . . . . 32

fault tolerancedeployment scenario . . . . . . . . . . . . . 30overview . . . . . . . . . . . . . . . . . . . 30

IICM adapter

configuration . . . . . . . . . . . . . . . . . 48installation

JTAPI adapter . . . . . . . . . . . . . . . . . 16Integration Service

failover . . . . . . . . . . . . . . . . . . . . 32failover recovery . . . . . . . . . . . . . . . 32redundancy . . . . . . . . . . . . . . . . . . 32

I n d e x

Index



intended audience . . . . . . . . . . . . . . . . . 6

JJTAPI adapter

configuration . . . . . . . . . . . . . . . . . 42CTI controlled . . . . . . . . . . . . . . . . . 13duplicate streamed . . . . . . . . . . . . . . 21ICM . . . . . . . . . . . . . . . . . . . . . . 35installation . . . . . . . . . . . . . . . . . . 16Recorder controlled . . . . . . . . . . . . . . 35

JTAPI clientconfiguration . . . . . . . . . . . . . . . . . 16

Lline appearance settings . . . . . . . . . . . . . 25load balancing . . . . . . . . . . . . . . . . . . 31

NNICs, teamed . . . . . . . . . . . . . . . . . . . 33

Pphone settings . . . . . . . . . . . . . . . . . . 25

Rrecorder

failover. . . . . . . . . . . . . . . . . . . . . 31failover recovery . . . . . . . . . . . . . . . . 31load balancing . . . . . . . . . . . . . . . . . 31

Recorder controlled deployment . . . . . . . . . . 35recording

bulk and selective . . . . . . . . . . . . . . . 22recording profile . . . . . . . . . . . . . . . . . . 24redundancy, Integration Service . . . . . . . . . 32route group . . . . . . . . . . . . . . . . . . . . 23route list . . . . . . . . . . . . . . . . . . . . . 24route pattern . . . . . . . . . . . . . . . . . . . 24

Sselective recording . . . . . . . . . . . . . . . . 22SIP Proxy adapter . . . . . . . . . . . . . . . . . 26SIP trunk . . . . . . . . . . . . . . . . . . . . . 23

Tteamed NICs . . . . . . . . . . . . . . . . . . . 33

Index



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