Avaya Contact Recorder

Integration to Workforce Optimization Guide

Release 12.0
May 2013
2006 - 2013 Verint Systems Inc. All Rights Reserved. THIS AVAYA PRODUCT
('Product') CONTAINS CONFIDENTIAL AND PROPRIETARY INFORMATION OF
VERINT SYSTEMS INC. OR ITS SUBSIDIARIES. USE OF THE PRODUCT
INDICATES THE END USER'S ACCEPTANCE OF THE TERMS SET FORTH HEREIN
AND THE GENERAL LICENSE TERMS AVAILABLE ON THE AVAYA WEBSITE AT
http://support.avaya.com/LicenseInfo/ , including the following AVAYA GLOBAL
SOFTWARE LICENSE TERMS (or "Software License Terms"):AVAYA GLOBAL
SOFTWARE LICENSE TERMS
AVAYA RESERVES THE RIGHT TO MODIFY, SUPPLEMENT OR REPLACE ITS
AVAYA GLOBAL SOFTWARE LICENSE TERMS, EFFECTIVE UPON POSTING AT
http://support.avaya.com/LicenseInfo/ OR NOTIFYING YOU OTHERWISE. YOU
ACKNOWLEDGE AND AGREE THAT IT IS YOUR OBLIGATION TO REGULARLY
VISIT THE AFOREMENTIONED WEBSITE AND TO CHECK FOR ANY UPDATED
INCLUDING CHANGES TO THE TERMS HEREIN AND/OR AVAILABLE ON THE
ABOVE REFERENCE WEBSITE, INCLUDING UPDATED CHANGES TO THE AVAYA
GLOBAL SOFTWARE LICENSE TERMS .
IN THE EVENT OF ANY CONFLICT OR INCONSISTENCY BETWEEN THE TERMS
SET FORTH HEREIN AND ANY WRITTEN AGREEMENT WITH AVAYA AND/OR
AVAYA EULA, THE TERMS OF SUCH EITHER WRITTEN AGREEMENT WITH AVAYA
AND/OR AVAYA EULA SHALL GOVERN. IF YOU DO NOT WISH TO BE BOUND BY
THESE TERMS, YOU MUST RETURN THE PRODUCT(S) TO THE POINT OF
PURCHASE WITHIN TEN (10) DAYS OF DELIVERY FOR A REFUND OR CREDIT.
Avaya grants End User a license within the scope of the license types described below.
The applicable number of licenses and units of capacity for which the license is granted
will be one (1), unless a different number of licenses or units of capacity is specified in
the Documentation or other materials available to End User. 'Software' means the
computer programs in object code, originally licensed by Avaya and ultimately utilized
by End User, whether as stand-alone Products or pre-installed on Hardware. 'Hardware'
means the standard hardware Products, originally sold by Avaya and ultimately utilized
by End User.
License Type(s):
"Channel" means a physical connection between or logical address associated with a
recording device and an audio source.
"Enterprise" means a license to use, without limitation on the number of copies or users
applicable to that End User, that Software within that End User's technical environment
in conjunction with other Software licensed.
"Seat" means the number of uniquely identified work-stations (i) on which the Software
is licensed to be installed, (ii) from or to which the Software will send or receive data, or
(iii) about which the Software generates data. Any one or more of the foregoing, in the
aggregate, applicable to a work-station shall qualify that work-station as a licensed
Seat. Seat licenses are not concurrent, except that licenses relating to a work-station
may be transferred to another work-station so long as such transfer is on a permanent
basis.
"Server" means a license to install the Software on a single central computer server.
"Site" means a license to use the Software at a physical End User location, without
limitation on the number of copies or users applicable to that physical End User
location.
Copyright:
Except where expressly stated otherwise, the Product is protected by copyright and
other laws respecting proprietary rights. Unauthorized reproduction, transfer, and or use
can be a criminal, as well as a civil, offense under the applicable law.
Third-party Components:
This computer program is protected by U.S. and international copyright laws, patent
laws, and other intellectual property laws and treaties. Unauthorized use, duplication,
publication and distribution of all or any portion of this computer program are expressly
prohibited and will be prosecuted to the maximum extent provided by law. Your rights in
this computer program are limited to the license rights granted under the license
agreement executed by you in hardcopy form (or if none, by acceptance of the
clickwrap terms included with this computer program). If needed, please contact your
vendor for an additional copy of those terms. All other rights, title and interest are
expressly restricted and retained by Verint Systems, Inc. and its licensors.
Certain open source applications ("Open Source") may be included with this computer
program. For specific ownership information and license rights relating to those open
source applications, please see the "Free and Open Source Licensing Information"
guide ("Guide") provided with your computer program, or contact your vendor for a copy
of that Guide.
A license in each Open Source software application is provided to you in accordance
with the specific license terms specified in the Guide. EXCEPT WITH REGARD TO
ANY WARRANTIES OR OTHER RIGHTS AND OBLIGATIONS EXPRESSLY
PROVIDED DIRECTLY TO YOU FROM VERINT, ALL OPEN SOURCE SOFTWARE IS
PROVIDED "AS IS'' AND ANY EXPRESSED OR IMPLIED WARRANTIES,
INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF
MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE
DISCLAIMED. IN NO EVENT SHALL THE OWNERS OF THE OPEN SOURCE
SOFTWARE OR ITS CONTRIBUTORS BE LIABLE FOR ANY DIRECT, INDIRECT,
INCIDENTAL, SPECIAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES
(INCLUDING, BUT NOT LIMITED TO, PROCUREMENT OF SUBSTITUTE GOODS
OR SERVICES; LOSS OF USE, DATA, OR PROFITS; OR BUSINESS
INTERRUPTION) HOWEVER CAUSED AND ON ANY THEORY OF LIABILITY,
WHETHER IN CONTRACT, STRICT LIABILITY, OR TORT (INCLUDING
NEGLIGENCE OR OTHERWISE) ARISING IN ANY WAY OUT OF THE USE OF THE
OPEN SOURCE SOFTWARE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH
DAMAGE.
Certain other software programs or portions thereof included in the Product may contain
software distributed under third party agreements ('Third Party Components'), which
may contain terms that expand or limit rights to use certain portions of the Product
('Third Party Terms'). Information identifying Third Party Components and the Third
Party Terms that apply to them is available on Avaya's web site at:
http://support.avaya.com/ThirdPartyLicense/. In addition, this product may contain the
ReportNet application from Cognos Corporation. If so, you are granted a limited for use:
(i) by an unlimited number of "Anonymous Users" to set personal preferences, view,
run, schedule and output reports, subscribe to scheduled reports, create and manage
personal folders, and personalize standard reports, and (ii) by one "Named User"
(unless otherwise specified on this Order) to, in addition to the rights of an Anonymous
User, use the Query Studio module.
Avaya fraud intervention:
If you suspect that you are being victimized by toll fraud and you need technical
assistance or support, call Technical Service Center Toll Fraud Intervention Hotline at
+1-800-643-2353 for the United States and Canada. Suspected security vulnerabilities
with Avaya Products should be reported to Avaya by sending mail to:
[email protected]
Trademarks:
Avaya and the Avaya Logo are trademarks of Avaya Inc. and are registered in the
United States and/or other countries. Avaya may also have trademark rights in other
terms used herein. References to Avaya include the Nortel Enterprise business, which
was acquired as of December 18, 2009.
All trademarks identified by , TM or SM are registered marks, trademarks, and service
marks, respectively, of Avaya Inc. or the property of their respective owners.
Patents:
The Verint Systems Inc. products are protected by one or more of the following U.S.,
European or International Patents: USPN 5,790,798; USPN 6,278,978; USPN
6,370,574; USPN 6,404,857; USPN 6,510,220; USPN 6,724,887; USPN 6,751,297;
USPN 6,757,361; USPN 6,782,093; USPN 6,952,732; USPN 6,959,078; USPN
6,959,405; USPN 7,047,296; USPN 7,149,788; USPN 7,155,399; USPN 7,203,285;
USPN 7,216,162; USPN 7,219,138; USPN 7,254,546; USPN 7,281,173; USPN
7,284,049; USPN 7,325,190; USPN 7,376,735; USPN 7,424,715; USPN 7,424,718;
USPN 7,466,816; USPN 7,478,051; USPN 7,558,322; USPN 7,570,755; USPN
7,574,000; USPN 7,587,041; USPN 7,613,290; USPN 7,633,930; USPN 7,634,422;
USPN 7,650,293; USPN 7,660,307; USPN 7,660,406; USPN 7,660,407; USPN
7,672,746; USPN 7,680,264; USPN 7,701,972; USPN 7,734,783; USPN 7,752,043;
USPN 7,752,508; USPN 7,769,176; USPN 7,774,854; USPN 7,787,974; USPN
7,788,286; USPN 7,792,278; USPN 7,792,671; USPN 7,801,055; USPN 7,817,795;
USPN 7,822,018; USPN 7,826,608; USPN 7,836,171; USPN 7,848,524; USPN
7,853,006; USPN 7,852,994; USPN 7,853,800; USPN 7,853,753; USPN 7,864,946;
USPN 7,873,156; USPN 7,881,216; USPN 7,881,471; USPN 7,882,212; USPN
7,882,217; USPN 7,885,813; USPN D606,983; USPN RE40,634; USPN RE41,534;
USPN RE41,608; AU 2003214926; CA 2,474,735; CA 2,563,960; CA 2,564,127; CA
2,564,760; CA 2,567,232; CA 2,623,178; CA 2,627,060; CA 2,627,064; CA 2,628,553;
EP 1096382; EP 1248449; EP 1284077; DE 1284077; FR 1284077; DE 833489; FR
833489; GB 833,489; GB 2374249; IE 84821; IE 85519; IL 13532400; NZ 534642; ZL
200520118289.3; ZL 200520118288.9; ZL 200520118287.4; and other provisional
rights from one or more of the following Published U.S. Patent Applications: US
10/061,491; US 10/467,899; US 10/525,260; US 10/633,357; US 11/166,630; US
11/345,587; US 11/359,195; US 11/359,319; US 11/359,356; US 11/359,357; US
11/359,358; US 11/359,532; US 11/361,208; US 11/388,944; US 11/394,408; US
11/394,410; US 11/394,794; US 11/395,759; US 11/396,062; US 11/428,239; US
11/475,683; US 11/477,124; US 11/478,714; US 11/479,056; US 11/479,267; US
11/479,506; US 11/479,899; US 11/509,549; US 11/509,550; US 11/528,267; US
11/529,132; US 11/529,946; US 11/529,947; US 11/540,107; US 11/540,171; US
11/540,185; US 11/540,281; US 11/540,320; US 11/540,739; US 11/540,785; US
11/540,900; US 11/540,902; US 11/540,904; US 11/541,313; US 11/565,946; US
11/567,808; US 11/567,852; US 11/583,381; US 11/608,340; US 11/608,350; US
11/608,358; US 11/608,438; US 11/608,440; US 11/608,894; US 11/616,490; US
11/621,134; US 11/676,818; US 11/691,530; US 11/692,983; US 11/693,828; US
11/693,899; US 11/693,923; US 11/693,933; US 11/712,933; US 11/723,010; US
11/742,733; US 11/752,458; US 11/771,499; US 11/776,659; US 11/824,980; US
11/831,250; US 11/831,257; US 11/831,260; US 11/831,634; US 11/844,759; US
11/872,575; US 11/924,201; US 11/937,553; US 11/959,650; US 11/968,428; US
12/014,155; US 12/015,375; US 12/015,621; US 12/053,788; US 12/055,102; US
12/057,442; US 12/057,476; US 12/107,976; US 12/118,781; US 12/118,789; US
12/118,792; US 12/164,480; US 12/245,781; US 12/326,205; US 12/351,370; US
12/416,906; US 12/464,694; US 12/466,673; US 12/483,075; US 12/497,793; US
12/497,799; US 12/504,492; US 12/539,640; US 12/608,474; US 12/612,487; US
12/628,089; US 12/630,030; US 12/684,027; US 12/686,213; US 12/708,558; US
12/725,127; US 12/753,137; US 12/762,402; US 12/768,194; US 12/792,796; US
12/840,227; US 12/840,233; US 12/852,144; US 12/879,868; US 12/887,059; US
12/887,089; US 12/888,445; US 12/888,448; US 12/891,620; US 12/915,868; US
12/915,941; US 12/916,006; US 12/940,508; US 12/942,111; US 12/964,891; US
13/005,996; US 13/008,283; US 13/011,870; US 13/011,871; US 13/016,998; and other
U.S. and International Patents and Patents Pending.
VERINT, the VERINT logo, ACTIONABLE INTELLIGENCE, POWERING
ACTIONABLE INTELLIGENCE, INTELLIGENCE IN ACTION, ACTIONABLE
INTELLIGENCE FOR A SMARTER WORKFORCE, VERINT VERIFIED, WITNESS
ACTIONABLE SOLUTIONS, STAR-GATE, RELIANT, VANTAGE, X-TRACT, NEXTIVA,
EDGEVR, ULTRA, AUDIOLOG, WITNESS, the WITNESS logo, IMPACT 360, the
IMPACT 360 logo, IMPROVE EVERYTHING, EQUALITY, CONTACTSTORE, and
CLICK2STAFF are trademarks or registered trademarks of Verint Systems Inc. or its
subsidiaries. Other trademarks mentioned are the property of their respective owners.
BY CLICKING "ACCEPT" OR "I ACCEPT" OR "AGREE" OR "I AGREE" OR "YES" OR
BY USING THE PRODUCT YOU HEREBY ACKNOWLEDGE THAT YOU HAVE READ
AND UNDERSTOOD THE TERMS AND CONDITIONS OF THIS AGREEMENT AND
THAT YOU HEREBY AGREE TO BE BOUND BY ALL OF ITS PROVISIONS. BY
CLICKING OR "ACCEPT" OR "I ACCEPT" OR "AGREE" OR "I AGREE" OR "YES" BY
USING THE PRODUCT, YOU ALSO CONSENT TO USE ELECTRONIC
SIGNATURES AND ACKNOWLEDGE YOUR CLICK OF "ACCEPT" OR "I ACCEPT"
OR "AGREE" OR "I AGREE" OR "YES" BUTTON AS ONE
1 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Goals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Functional Diagram . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Constraints . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Functional Overlap . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Disjoint Operation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Alarming and Auditing . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Deferred Functionality . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
2 Planning and Pre-requisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Server Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Storage Implications . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
3 Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
First Install Recorder . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Remote Slaves . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Encryption . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Enable EMA on the Avaya Contact Recorder . . . . . . . . . . . . . . . . . . . . . . . . . . 14
KMS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
MDL link . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Firewall . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Content Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
4 Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Server Creation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Organization Creation . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Data Source Creation . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Phone Data Source . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
LAN (Screen) Data Source . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Recording Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Content Server Role Association . . . . . . . . . . . . . . . . . . . . . . . . 19
C o n t e n t s
Contents
ACR Integration to WFO Guide 4
2006 - 2013 Verint Systems Inc. All Rights Reserved Worldwide. Confidential and Proprietary Information of Verint Systems Inc.
Desktop Processing and Analytics. . . . . . . . . . . . . . . . . . . . . . . . 20
WFO Employee Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .20
Tagging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Pause / Resume . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
WFO Security. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
SSL Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .21
KMS Encryption Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .22
Securing Screen Recordings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .22
Pause and Resume. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .22
WFO Archive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .22
Fingerprint Validator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .22
Topology Changes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Adding Recorder Servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .23
Changing the WFO Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .23
Operation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
5 Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
"Required" Interface Options only. . . . . . . . . . . . . . . . . . . . . . . . 26
Core Upgrade. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Pause Duration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Agent Duration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Separate Control of Screen Recordings . . . . . . . . . . . . . . . . . . . . . . 26
Attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Business Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Conditional Custom Data. . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Replay Delay under Failover Conditions. . . . . . . . . . . . . . . . . . . . . . 27
Live Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Telephone Replay . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
AIM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
C h a p t e r 1
Overview
This document details the integration between Avaya Contact Recording and
Workforce Optimization, enabling support for Quality Monitoring, Desktop
Processing and Analytics, Speech, and Scorecards. This guide supports the
Avaya Aura Workforce Optimization, Version 12.0 product documentation. It
assumes the reader is familiar with the Version 12.0 Avaya Contact Recorder
Planning, Installation and Administration Guide, the Avaya Contact Recorder
12.0 and Workforce Optimization 12.0.
This chapter includes the following topics:
Introduction, page 6
Goals, page 6
Functional Diagram, page 7
Constraints, page 7
Chapter 1 - Overview Introduction
ACR Integration to WFO Guide 6
2006 - 2013 Verint Systems Inc. All Rights Reserved Worldwide. Confidential and Proprietary Information of Verint Systems Inc.
Introduction
Version 12.0 of the Avaya Contact Recorder can be connected to WFO Enterprise
Manager to provide audio and screen recording services for Quality Monitoring,
Desktop Processing and Analytics, Speech and Scorecards. These are the latest
evolution of products provided with the Workforce Optimization suite.
Quality Monitoring is a web-based solution that enables supervisors to record and
replay customer interactions as well as many other features which allow for the
monitoring of agents more efficiently.
Desktop Processing and Analytics captures employee desktop activity across systems,
applications, and processes to enhance compliance with data privacy restrictions.
Speech Analytics analyses recordings to reveal insights on reducing costs and
improving processing and customer experience.
Goals
The integration of Avaya Contact Recorder with WFO meets the following goals.
The existing recorder configuration (including bulk recording targets), alarms and
auditing is retained within the existing Avaya Contact Recorder's administration
web interface.
For the Avaya Contact Recorder to obtain necessary system topology, employee
identifiers and business rules via Enterprise Manager to allow the WFO Applications
to function e.g. Quality Monitoring.
Consolidates the details of recordings, sessions and contacts into the contact
database via the Workforce Optimization database web services.
Interfaces to a Content Server installed on a separate server from the recorder via
the Replay Server interface providing WFO applications access to recordings.
Chapter 1 - Overview Functional Diagram
ACR Integration to WFO Guide 7
2006 - 2013 Verint Systems Inc. All Rights Reserved Worldwide. Confidential and Proprietary Information of Verint Systems Inc.
Functional Diagram
The following functional diagram shows the interaction of the key components within
the integration.
The Avaya Contact Recorder is responsible for the capture of Audio and Screen data for
both Bulk and WFO applications, it also provides archival of recordings.
Enterprise Manager is the web-based application that enables most of the configuration
of the WFO suite.
EMA is a component on the Avaya Contact Recorder responsible for communication
between Enterprise Manager and the recorder.
Content Server serves recorded segments to requesting client applications. It is also
responsible for the manipulation of the requested segments into a suitable format for
the client.
MDL is a web service containing methods for the insertion of Contacts and Sessions
into the WFO database.
Constraints
The following constraints have been identified.
Chapter 1 - Overview Constraints
ACR Integration to WFO Guide 8
2006 - 2013 Verint Systems Inc. All Rights Reserved Worldwide. Confidential and Proprietary Information of Verint Systems Inc.
Functional Overlap
The integration implementation in the 12.0 release supports the following functionality.
(Compliance) Search and Replay
Search and Replay of bulk recordings (compliance) can be carried out via either the
Avaya Contact Recorder or WFO, the preferred route is via the recorders strategic
solution as further explained in the Avaya Contact Recorder Planning, Installation and
Administration guide.
Disjoint Operation
The initial approach does not provide optimal integration of the following items:
Licensing
Note that the license mechanism of the Avaya Contact Recorder differs significantly
from that of the WFO V12.0 license. In the 12.0 solution, an Avaya Contact Recorder
license AND (if any WFO applications are to be installed) a WFO V12.0 license will be
needed.
Alarming and Auditing
Avaya Contact Recorder alarms will continue to be presented at the Master (and
Standby) administration web interface.
WFO, QM and other alarms will be presented via the WFO Alarm Manager.
This is in-line with the Avaya Contact Recorder 11.0 situation in which QM and recorder
alarms are presented independently. Customers may prefer to integrate these via
SNMP to a broader management view.
Configuration
Avaya bulk recording and integration to Avaya switches will continue to be done via the
Avaya Contact Recorder master's administration web interface. WFO Applications e.g.
QM and other configuration will be done via Enterprise Manager. This is in-line with the
Avaya Contact Recorder 11.0 solution.
A small amount of information regarding the recorder will need to be entered via
Enterprise Manager - but this is comparable to that entered into Viewer 11.0.
Chapter 1 - Overview Constraints
ACR Integration to WFO Guide 9
2006 - 2013 Verint Systems Inc. All Rights Reserved Worldwide. Confidential and Proprietary Information of Verint Systems Inc.
Deferred Functionality
The following are deferred to one or more subsequent releases:
Live monitor from the WFO portal
Live monitoring of both voice and screen content for bulk and quality recordings is
only available using the Live Monitor feature on the Avaya Contact Recorder.
Telephone Replay from the WFO portal
Telephone replay of bulk voice recordings or QM voice recordings made on a
Communication Manager switch is only available using the Telephone Replay
feature on the Avaya Contact Recorder.
Archive from WFO portal
Archive of voice and screen recordings for either bulk recordings or quality
recordings is only possible using the Archive feature on the Avaya Contact
Recorder. Note that WFO can replay the Avaya Contact Recorder archived
recordings.
Further details of the Avaya Contact Recorder features mentioned above can be found
in the Planning, Implementation, and Administration guide and the Addendum
documentation.
C h a p t e r 2
Planning and
Pre-requisites
This chapter gives details of the prerequisites for an Avaya Contact Recording
solution with WFO.
This chapter includes the following topics:
Server Types, page 11
Storage Implications, page 12
Chapter 2 - Planning and Pre-requisites Server Types
ACR Integration to WFO Guide 11
2006 - 2013 Verint Systems Inc. All Rights Reserved Worldwide. Confidential and Proprietary Information of Verint Systems Inc.
Server Types
Avaya Contact Recording systems consist of 4 types of server:
A single Master server. There must be one of these; it's the primary server for CTI
integration and recording control, as well as being a recorder and having a replay
interface.
Zero or more Standby servers. These are optional; if present, they act as
secondary backup servers for CTI integration and record control. Again, they are
also recorders and have a replay interface.
Zero or more Slave servers. These are used when necessary to increase the
recording capacity of the system. This is just a dumb recorder.
Zero or more Central Replay Servers. This is an optional extra. This has a replay
interface, but is not a recorder.
The following table shows the number of these recorder types that may be deployed
and how these recorder types relate to the roles needed in the WFO application.
One feature of the recording system is that central replay servers provide access to
recordings made by any recorder on the system, if configured. Archives created within
the recording system are also encapsulated behind the replay interface. Refer to the
Planning, Installation and Administration guide for details.
From this, there are naturally 3 roles required to add the Avaya Contact Recording
system to Enterprise Manager:
1 An ACR Integration role: this represents the CTI integration and recording control
components, and exists on Master and Standby servers. This indicates a need to
obtain the CTI and Recording configuration (data sources, recording rules, etc.)
from Enterprise Manager.
2 An ACR Recorder role: this represents the existence of a serial number on the Avaya
Contact Recording system. This allows it to be identified when a core Contacts DB
record corresponds to a recording on the Avaya Contact Recording system. For
reasons discussed below, there may be multiple instances of this role on one server
node in Enterprise Manager.
3 An ACR Replay role: this represents the replay interface, which includes settings
defining the HTTP and HTTPS port numbers.
WFO Roles Master Standby Slave Central
Replay
Server
Quantity 1 (required) Up to a few Up to many Up to a few
Recorder Yes Yes Yes No
CTI Integration
Server
Yes - primary Yes - secondary No No
Central Replay
Interface
Yes Yes No Yes
Chapter 2 - Planning and Pre-requisites Storage Implications
ACR Integration to WFO Guide 12
2006 - 2013 Verint Systems Inc. All Rights Reserved Worldwide. Confidential and Proprietary Information of Verint Systems Inc.
An Avaya Contact Recording system may naturally involve servers on multiple sites,
and it is desirable to maintain this information when it is added to Enterprise Manager.
Also, there may be multiple independent Avaya Contact Recording systems within an
Enterprise. So it is natural to place an Avaya Contact Recording system under a single
Site Group in Enterprise Manager.
Further, there is no compelling reason to add Slave servers to Enterprise Manager as
servers - there are no useful external interfaces and no configuration that they need
from Enterprise Manager. Since they may be numerous, avoiding having to manually
add all Slave servers is an advantage.
Therefore, only Master, Standby, and Central Replay Servers will be added to
Enterprise Manager as servers in their own right. Slaves exist only as instances of the
ACR Recorder role on the corresponding Master server.
Storage Implications
When adding WFO into a solution it should be noted that additional recordings are
made on the Avaya Contact Recorder, details of this are covered in Planning,
Installation and Administration guide. It is mentioned here to draw attention to sizing
implications.
C h a p t e r 3
Installation
This chapter gives the steps to install the Avaya Contact Recorder with WFO.
Firstly, always refer to the Release Notes for the specific recorder patch you are
due to install or upgrade. These may contain additional information that was
not available at the time this manual was prepared, highlighting issues when
upgrading from earlier releases and may require you to upgrade via an
intermediate release. Always use the release note for the latest patch of that
version.
This chapter includes the following topics:
First Install Recorder, page 14
Remote Slaves, page 14
KMS, page 15
MDL link, page 15
Firewall, page 15
Content Server, page 15
Chapter 3 - Installation First Install Recorder
ACR Integration to WFO Guide 14
2006 - 2013 Verint Systems Inc. All Rights Reserved Worldwide. Confidential and Proprietary Information of Verint Systems Inc.
First Install Recorder
First install the Avaya Contact Recorders for your enterprise and ensure these are
licensed, configured and operational, this ought to include a Master Recorder, any
Standby Recorders, any Slave Recorders and any Central Replay Servers within your
enterprise.
Remote Slaves
Before connecting the Enterprise Manager to your recorder if your system topology
includes Remote Slave Recorders - i.e. those connecting only to a Remote Standby
(and not to the Master), you must include a property setting for each of these Remote
Slaves on the master recorder as follows:
remoteslave.1=XXXXXX
remoteslave.2=YYYYYY

where XXXXXX and YYYYYY etc. are the serial numbers assigned to the Remote Slaves.
Encryption
You must deploy the unlimited strength encryption policy to the Avaya Contact
Recorder before connecting Enterprise Manager to the recorder. Refer to the section
"Installing Unlimited Strength Encryption" in the Avaya Contact Recorder Planning,
Installation and Administration Guide for details.
Enable EMA on the Avaya Contact Recorder
The EMA component on the recorder is not deployed by default. Therefore to enable
this component, the web archive (.war) files under ema\webapps need to be copied to
tomcat7\webapps beneath the install path. This must only be done after this recorder
and all others making up the overall topology are operational. Make sure the recorder
service is stopped, copy the files, then start the service.
Branding_avaya.war
EMA.war
EMAOnlineHelp_en.war
StaticFiles_en.war
Ensure the permissions are maintained by performing the copy as the witness user.
These steps need to be repeated on the Master, all Standby Recorders and all Central
Replay Servers.
Chapter 3 - Installation KMS
ACR Integration to WFO Guide 15
2006 - 2013 Verint Systems Inc. All Rights Reserved Worldwide. Confidential and Proprietary Information of Verint Systems Inc.
KMS
If the Avaya Contact Recorder is configured to use a Key Management Server (KMS),
then the WFO product must also be configured to use the same KMS - and vice versa.
MDL link
If the WFO system is configured for secure communications, make the same
configuration on the recorder.
Firewall
Ensure the network and necessary ports in the firewall are open allowing connection
between the systems.
Content Server
Ensure the SessionTagsMetadataTransform.xslt file on the ContentServer has
been updated with the version on the Avaya Contact Recorder install DVD.
The file can be located in the wfo directory on the DVD and needs to be copied over
the existing file on the server running the ContentServer, typically
%IMPACT360SOFTWAREDIR%ContactStore.
The Content Server does not need to be restarted for the change to take effect.
C h a p t e r 4
Configuration
This chapter covers the configuration needed to integrate the Avaya Contact
Recorder with WFO and should be read in conjunction with any WFO
documentation.
This chapter includes the following topics:
Server Creation, page 17
Organization Creation, page 17
Data Source Creation, page 17
Recording Rules, page 19
Content Server Role Association, page 19
Desktop Processing and Analytics, page 20
WFO Security, page 21
Topology Changes, page 22
Operation, page 24
Chapter 4 - Configuration Server Creation
ACR Integration to WFO Guide 17
2006 - 2013 Verint Systems Inc. All Rights Reserved Worldwide. Confidential and Proprietary Information of Verint Systems Inc.
Server Creation
On the System Management page within Enterprise Manager create a Site Group within
the Enterprise, a Site and within the Site Group, and then a Server Installation. Create
a Server Installation for the Master recorder, each Standby recorder and any Central
Replay Servers. Server connection details should be set to the hostname of the server
with 8080 as the default port and 8443 as the https port. Once Enterprise Manager has
connected to the server the roles on the recorder are retrieved.
Organization Creation
Create the necessary employees for your Organization and then create the Employees
under the Employees Settings page. The next step is to create the necessary data
sources. Once these are available you should assign the Employee to the appropriate
mapping of each data source.
Data Source Creation
Using the System Management page navigate to the Data Source tab. From here
phone data sources need to be created to enable WFO to record stations. If, in addition
to voice recordings, screen recordings are also required then a separate LAN data
source should also be created. Refer to the Phone Data Source and LAN(Screen) Data
Source sections below for further details.
Phone Data Source
Create a new Data Source of type Phone and Switch Type that is appropriate for your
configuration. See the table below for the Data Source Switch Type appropriate for
your underlying switch. Note that if your system is a hybrid solution involving AACC
then you ought to create two Phone Data Sources, one for the underlying switch and
an additional one for AACC. Configure the necessary AACC Agents on the Data Source
created for the AACC. Only configure the stations and employees you wish to record for
WFO.
Switch Data Source Switch Type
CM Avaya Communication Manager / Definity
AACC Avaya Communication Manager / Definity
CS1000 Nortel CS1000 / Meridian1 / Succession
Chapter 4 - Configuration Data Source Creation
ACR Integration to WFO Guide 18
2006 - 2013 Verint Systems Inc. All Rights Reserved Worldwide. Confidential and Proprietary Information of Verint Systems Inc.
The phone data source must be created with a name that matches the name given to
the Contact Centre Interface Switch Name configured on the recorder.
On the phone data source select the appropriate seating arrangement; Fixed, Free or
Hybrid. Free seating, the default, indicates that employees created in WFO have a
permanently assigned agent id allocated on the phone switch and can log into any
station on the switch; fixed seating indicates that the employees have a permanently
assigned station number and always use the same phone, while a hybrid seating
arrangement implies that the employee population is a mix of both free and fixed
seated employees.
Note that none of the other recorder settings available on the phone data source are
acted on by the recorder.
Scroll down to the Associated Integration Service Installations section of the phone
data source and select the appropriate ACR Integration roles, on the servers in the
tree, to which this data source is to apply to.
Now configure the stations on the Phones tab, chose the appropriate Recording Mode,
select Start on Trigger to indicate that calls to these stations should be recorded when
a business rule fires.
On the Agent tab configure the employees under the phone data source by creating the
mapping between the employee and either the switch agent id (free seating) or station
(fixed seating).
LAN (Screen) Data Source
If requiring screen recording for WFO or DPA configuration, create the LAN (Screen)
Data source type, give it any name.
Select the appropriate seating arrangement for the LAN data source, Fixed, Free or
Hybrid. Free seating, which is the default, indicates that employees created in WFO
have a permanently assigned window's user name allocated on the network and can
log into any desktop. Fixed seating indicates the employees have a permanently
assigned desktop and always use the same desktop, while a hybrid seating
arrangement implies that the employee population is a mix of both free and fixed
seated employees.
Before you can record screen or use DPA it is necessary to create a mapping between
specific desktops and stations. This needs to be done via the workstation tab by
selecting the phone data source (created earlier) and the station that is physically
located next to the desktop in question.
On the Agent tab configure the employees under the LAN data source by creating a
mapping between the employee and the either the windows username for this agent
(free seating) i.e. bigcompanyt\joesoap or desktop hostname (fixed seating).
Chapter 4 - Configuration Recording Rules
ACR Integration to WFO Guide 19
2006 - 2013 Verint Systems Inc. All Rights Reserved Worldwide. Confidential and Proprietary Information of Verint Systems Inc.
Recording Rules
Now navigate to the Recording Rules page under System Management and create the
appropriate rules for your environment. Under the Installations area on the Rule
Settings page make sure to associate the rule with the ACR Integration role on the
recorder servers.
Note that screen recording is optional and you can reduce the percentage of screen
recordings under the rule settings. Please note that the system cannot record screen
on its own. The system must always record audio for it to record the screen content.
Also note there are limitations in the implementation of the rules on the recorder, any
of the duration based conditions are not supported in the Avaya Contact Recorder at
this time, however After Call Work is supported.
Content Server Role Association
The following role associations are required for retrieval to work:
From ACR Replay to ACR Recorder. 1:All, scope SiteGroup, one-way, required. This
allows retrieval components to identify which replay interfaces provide access to
the recordings of a given recorder.
From Content Server to ACR Recorder. 1:N, scope Enterprise, one-way, ifExists.
This allows the nomination of 'proxy' Content Servers to which requests for
recordings on particular recorders will be sent.
From Content Server to ACR Replay. 1:All, scope Enterprise, one-way, ifExists. The
HTTP and HTTPS ports are pulled across from the ACR Servers settings through to
this. This allows Content Server to construct URLs to retrieve files from the given
replay interface.
Only the second of these, from Content Server to ACR Recorder, will need manual
intervention in Enterprise Manager to configure, the others are created automatically
when the rules are provided by the recorder. The Content Server to ACR Recorder role
association is achieved by navigating under Enterprise Manager to the Content Server
node, selecting the Associations tab and checking the relevant ACR Recorder role and
saving the changes. Make sure these associations are in place as failure to do so will
stop all replay features in the WFO applications.
If you have multiple independent recorders then associate the ACR Replay role with the
relevant ACR Recorder roles, note the ACR Replay role on an independent recorder will
not be able to serve the recordings for other ACR Recorder roles.
Chapter 4 - Configuration Desktop Processing and Analytics
ACR Integration to WFO Guide 20
2006 - 2013 Verint Systems Inc. All Rights Reserved Worldwide. Confidential and Proprietary Information of Verint Systems Inc.
Desktop Processing and Analytics
Follow the configuration process documented in the WFO manuals. ACR supports the
version 11 Recorder message set, with the exception of the method MonitorContact.
The recorder listens on the recorder ipaddress optionally configurable with property
setting eqc.ip, the port number can be specified with eqc.port, default being 3020 and
the url /servlet/eQC6. Additional tracing can be enabled using eqc.tracing=true.
WFO Employee Configuration
Ensure the employee in Enterprise Manager is mapped to Employee IDs against the
Phone, LAN (Screen data source if doing screen recording) and DPA data sources.
Tagging
Desktop Processing can be configured to send the tagging information across to the
recorder when certain criteria are met on the agents desktop. As an example you could
configure the system to send fixed information to the recorder whenever a button is
pressed on an application running on the desktop.
To achieve this configure a trigger against the button of interest on the captured
screen. Set the Command To Execute to Recording - Version 11 - Data Event,
and the additional parameters to %FORMAT[CON_reason]mybutton on Selected
Criteria pick the button control of interest and set the Event to Equal To and Value
of Selected.
Once the triggers are committed when the selected button control is selected DPA will
send a tag message to the recorder which will result in the udf called reason with a
value of mybutton to be tagged to the current call in progress.
More complex examples can be created having DPA send contents of a text box on the
screen when a button is pressed. To achieve this configure a trigger against the screen
of interest and assign Command To Execute to Recording - Version 11 - Data
Event, and the additional parameters to %FORMAT<accountvalue> on Selected
Criteria pick the text control and set the display name to accountvalue and Event to
Passback Value Only. Add a second control for the button that triggers the sending of
the value in the text control, set the Event to Equal to with a value of Selected. This
will result in a tag message sent to the recorder with a udf name accountvalue with
the contents of the text control whenever the button is pressed.
Note the recorder will create the udf names and store the values without needing any
configuration on the recorder, however DPA requires attributes in WFO configured with
an attribute called accountvalue.
Chapter 4 - Configuration WFO Security
ACR Integration to WFO Guide 21
2006 - 2013 Verint Systems Inc. All Rights Reserved Worldwide. Confidential and Proprietary Information of Verint Systems Inc.
Pause / Resume
Masking the audio and screen contents through the use of triggers is also possible.
First make sure the recorder has been configured to allow masking, check the recorder
documentation for details. Create a trigger with command to execute set to Recording
- Version 11 - Pause Recording (or Recording - Version 11 - Resume
Recording). For the criteria pick the control of interest to send either the pause or
resume message.
WFO Security
The Avaya Security Configuration Guide provides configuration details needed to
optionally secure the WFO enterprise. It highlights and describes the various steps
needed to configure Secure Socket Layer (SSL) between WFO servers, as well as
configuring media encryption for the enterprise. It also covers certificate management,
securing screen recordings, pausing and resuming recording, and configuring eWare
components. However, various aspects of the guide need to be handled differently in
an Avaya Contact Recording environment, this chapter highlights any differences.
SSL Configuration
Follow the instructions in the guide to enable SSL on the WFO servers, while referring
to the Planning, Installation and Administration Guide to enable SSL on the recorder.
To start the process first install the certificates on Enterprise Manager by following the
steps in the Security manual, which involves running various batch files to generate the
signed certificate and private key for the Enterprise Manager server.
Once created, install a signed SSL certificate on the recorder that has been signed by
the same certificate authority used on the Enterprise Manager server. The signed
certificate is kept in the java keystore located on the recorder in
/keystore/keystore.jks.
Instructions for updating this can found in the Avaya Contact Recorder Planning
Installation and Administration Guide in the section called Installing a Signed SSL
Certificate.
Once the recorders SSL certificate has been updated you also need to import the
certificate authorities root certificate used to sign the Enterprise Manager certificate
into the Java Runtime Environment cacerts keystore on the recorder. As the root user
or administrator run the following command on the recorder, where cacert.pem is the
certificate authorities root certificate. This will import the root authority into the cacert
keystore with the alias impact360.
(Linux)
/usr/java/latest/bin/keytool -import -noprompt -file cacert.pem
-alias impact360 -keystore /usr/java/latest/lib/security/cacerts
-storepass changeit
Chapter 4 - Configuration Topology Changes
ACR Integration to WFO Guide 22
2006 - 2013 Verint Systems Inc. All Rights Reserved Worldwide. Confidential and Proprietary Information of Verint Systems Inc.
(Windows)
<install path>Avaya\ContactRecorder\jre\bin\keytool -import
-noprompt -file cacert.pem -alias impact360 -keystore <install
path>\Avaya\ContactRecorder\jre\lib\security\cacerts -storepass
changeit
KMS Encryption Configuration
Follow the instructions in the security guide to enable KMS on the WFO servers, while
referring to the Planning, Installation and Administration Guide to enable KMS on the
recorder.
Securing Screen Recordings
Encryption of in-transit screen data from the agent desktop to the recorder is not
supported.
Pause and Resume
The Pause and Resume functionality is handled differently to that described in the
security guide. The recorder provides an external control Interface which provides this
feature. The recorder supports Desktop Processing and Analytics natively, but it does
not provide support for AIM. If an external application integrates to the Pause and
Resume features both audio and screen are paused and resumed at the same time,
there is no concept of controlling audio and screen independently.
The Record on Demand application mentioned in this chapter is not supported by the
recorder.
WFO Archive
Local archive as documented in the security guide is not supported. Use the preferred
Strategic Archive solution as documented in the PIA.
Fingerprint Validator
Not tested with ACR might work if KMS is enabled.
Topology Changes
Making topology changes to the system after it has been installed and configured
requires manual changes on all recorders and the enterprise manager.
Chapter 4 - Configuration Topology Changes
ACR Integration to WFO Guide 23
2006 - 2013 Verint Systems Inc. All Rights Reserved Worldwide. Confidential and Proprietary Information of Verint Systems Inc.
Adding Recorder Servers
If you wish to add additional recorders to the solution you must first delete the servers
previously created in Enterprise Manager for the recorders. Once deleted, perform
these changes on the Master recorder, and any Standby and Central Replay Servers in
the topology. Now stop the recorder service on the recorder. Once stopped, delete the
files and directories present under the Roles directory on the recorder. This is located
here <install path>/ema/Conf/Roles. Then delete the .xml and .bak files under the
directory <install path>/ema/Conf/Cache keeping the .xsd files. Now start the recorder
service on the recorder.
Install the new recorder server and add it to the recording topology following the
instructions in the recorder Planning, Installation and Administration Guide. Once
installed, configure and license the recorder as appropriate for your new topology. Now
check the new recording topology is operational. Once you are satisfied the recording
topology is operational, follow the configuration steps documented in the Configuration
chapter above to add the updated recording solution to WFO.
Changing the WFO Server
If you have connected your Enterprise Manager to the recording system and now wish
to replace the WFO server that the Enterprise Manager is running on. First delete the
recorder servers previously created in Enterprise Manager. Once deleted follow the
steps for Adding Recorder Servers above, in addition edit the file located here <install
path>/ ema/Conf/Applications/AuthConfig.xml and remove the reference to the
primary and secondary in the file.
For example if the recorder was previously connected to the WFO server called
mywfoservername then the file would contain two entries as follows.
<Property name="Primary-Server-Host">mywfoservername</Property>

<Property name="Secondary-Server-Host"> mywfoservername

</Property>
Remove the reference to the old server name so that these lines become
<Property name="Secondary-Server-Host"></Property>

<Property name="Secondary-Server-Host"></Property>
Now start the recorder service on the recorder and check the recording topology is
operational. Once you are satisfied the recording topology is operational, follow the
configuration steps documented in the Configuration chapter above to add the
recording solution to the new WFO server.
Chapter 4 - Configuration Operation
ACR Integration to WFO Guide 24
2006 - 2013 Verint Systems Inc. All Rights Reserved Worldwide. Confidential and Proprietary Information of Verint Systems Inc.
Operation
The WFO system is designed to assess quality of employees so it is important that each
employee's view of a call is shown. However, the compliance recording component
(Avaya Contact Recorder) does not require more than one copy of each recording. By
default, all sessions involving an internal party are passed to WFO but this can be
overridden by setting the property value
core.consolidateall=false
Once this has been set, a session will only be sent to WFO if the logical device (station
or DN) associated with the session is appropriately configured in WFO. Refer to the
recorder Planning, Installation and Administration Guide for further details on whether
or not a session will be sent to WFO.
If screen recording is enabled for WFO, then Avaya Contact Recorder must record an
additional copy of the screen data, running for the entire duration of the session,
including periods when voice recording has stopped - such as when the internal party
has the call on hold.
Where the details of recordings are to be consolidated into a WFO system, a number of
attributes are automatically provided, with fixed definitions, while other, user
configurable fields can be added as required. See the recorder Planning, Installation
and Administration Guide for details how the Avaya Contact Recorder supports the
standard attributes defined in WFO.
C h a p t e r 5
Limitations
The following limitations are identified with this release.
This chapter includes the following topics:
"Required" Interface Options only, page 26
Core Upgrade, page 26
Pause Duration, page 26
Agent Duration, page 26
Separate Control of Screen Recordings, page 26
Attributes, page 27
Business Rules, page 27
Conditional Custom Data, page 27
Replay Delay under Failover Conditions, page 27
Live Monitor, page 28
Telephone Replay, page 28
AIM, page 28
Chapter 5 - Limitations "Required" Interface Options only
ACR Integration to WFO Guide 26
2006 - 2013 Verint Systems Inc. All Rights Reserved Worldwide. Confidential and Proprietary Information of Verint Systems Inc.
"Required" Interface Options only
The interfaces provided by the recorder will only support a sufficient subset of options
to allow QM to operate. For example, recordings may be retrieved in "as recorded"
format (which will be G.729A mono or stereo for all new recordings - whether initially
received in G.711 or G.729).
There will be no access from QM to recordings made prior to the upgrade to Avaya
Contact Recorder 12.0
Core Upgrade
There is no migration of recordings from existing core systems that include any of the
following branded products; Viewer, Archive, TDM, QM to the WFO v12.0 solution. The
proposal is that these systems are mothballed for the purpose of replaying the old
recordings present on these systems. Please refer to the Avaya Aura Workforce
Optimization, Version 12.0, product documentation for details on how to migrate users
and other data from QM to WFO 12.0.
Pause Duration
The duration for which a recording was paused (PauseDuration) is not tracked by Avaya
Contact Recorder.
Agent Duration
Agent Logged on duration is not supported.
Separate Control of Screen Recordings
Separate control of voice and screen recording is limited. Whilst it is possible to
configure a business rule to record Voice only or Voice and Screen, the Screen only
option is not currently supported.
Desktop Processing and Analytic control of screen only recordings is possible. This
requires DPA configured with the appropriate triggers sending Recorder V11 events to
begin the contact and end the contact associated with the screen only recording. The
recorder must be enabled to support screen only recording with the
Chapter 5 - Limitations Attributes
ACR Integration to WFO Guide 27
2006 - 2013 Verint Systems Inc. All Rights Reserved Worldwide. Confidential and Proprietary Information of Verint Systems Inc.
eqc.1.screenonly=true property setting. It is not currently possible to control both
voice recordings and screen only recordings, the recorder can only operate in one
mode. Refer to the Avaya Contact Recorder Addendum documentation for further
details.
Attributes
For a full set of supported attributes that can be applied as either custom data fields or
business rules refer to the ACR Planning, Installation and Administration Guide.
Business Rules
Business Rules are only evaluated at the start of each call segment so a rule using
attributes that change during the call (e.g. duration, hold count, conference count etc.)
will not result in recordings that include the segment during which the attribute crossed
the threshold.
Business Rules configured against the Channel Number attribute are not supported by
the Avaya Contact Recorder. In an ACR integration with WFO the Channel Number is
used to store part of the INUM used to record the call, so there is no value in creating a
recording rule against the channel number. In a TDM recording solution configure the
rule against the device that is connected to the channel rather than trying to guess the
channel mapping used by the recorder i.e. set a rule on trunk group for trunk taps or
on the extension if using station side taps.
Conditional Custom Data
Conditional Custom Data fields are not supported. Use Private Data fields instead.
Replay Delay under Failover Conditions
When using a Master and Standby Avaya Contact Recorders, if the Master is
unavailable, each replay request from WFO will be delayed by the time it takes the
Content Server to timeout the request and subsequently send the request to the next
server with the ACR Replay role. This delay will be present for each replay request until
the Master is restored.
Chapter 5 - Limitations Live Monitor
ACR Integration to WFO Guide 28
2006 - 2013 Verint Systems Inc. All Rights Reserved Worldwide. Confidential and Proprietary Information of Verint Systems Inc.
Live Monitor
This release does not provide support for WFO live monitoring of agents. The Avaya
Contact Recorder does provide the ability to live monitor both the screen and voice
content of either bulk or quality recorded stations. Refer to the Avaya Contact Recorder
documentation for further details.
Telephone Replay
At this stage WFO telephone replay is not supported. Telephone replay on the Avaya
Communication Manager switch is possible using the Avaya Contact Recorder.
AIM
Agent initiated Monitoring is not supported in this release. Instead use one of the other
mechanisms to achieve tagging and pause resume functionality as documented in the
Planning, Installation and Configuration guide.