1. Depending on which system you are working in, on the left vertical menu, select Integration Management or Recording Management.

2. From there, go to Data Sources > Settings, and click Create Data Source.

3. In the Data Source Type page, do the following:

   1. From the Type drop-down list box, select Phone

   2. From the Switch/Sub Type list box, select a switch/sub-type.

      The data source types available to you depend on licensing. Similarly, some of the following options are only applicable if you are using a specific switch, and therefore they do not appear for some of the phone data source subtypes.

   3. Click Select.

4. Type a Name for the phone data source.

5. Specify the Organization to which you want to associate the data source.

   In a multi-tenant enabled environment, if the selected organization is associated with a tenant, the data source is also associated with that same tenant. In this scenario, when you click Save to save the data source, the tenant name of the organization that is associated with the data source is displayed in the screen heading. The data source can be associated with a particular tenant or have the Shared status. A data source associated with a particular tenant processes data only for that tenant. A data source that has the Shared status processes data for all tenants in the system.

   A parent data source can be assigned to an organization belonging to a particular tenant or to a service provider organization.

   • If the parent data source is assigned to an organization belonging to a particular tenant, the child data source must be assigned either to the same organization as the parent data source or to a suborganization under the parent data source organization.

   • If the parent data source is assigned to an organization belonging to the service provider, the child data source can be assigned to the same organization as the service provider, or to a suborganization under the parent service provider organization. The child data source can also be assigned to a particular tenant.

6. Type a Description of the data source (optional).

7. Select a Time Zone from the drop-down list. You can specify whether tagging should be based on this time zone or that of the organization beneath it.

   It is essential that the time zone is always correct on each server.

8. Specify a Data Source Parent to make the data source a child data source. Leave this setting set to No Parent to make the data source available to be a parent data source. Specify a data source parent (make the data source a child data source) in either of these scenarios:

   • You are configuring a Genesys Business Continuity environment. In this environment, you can specify a data source to act as a parent to multiple child data sources. In this scenario, you use a parent data source to configure extensions that are then shared by the child data sources. Each child data source represents a different switch (or site) where the sites are paired together to support failover. The child data source and parent data source must be of the same phone data source subtype.

   • You are creating a collection data source for gateway recording. For more information, see Creating Collection Data Sources and Configuring child data sources to correlate audio and CTI.

   A child data source must be assigned to the same organization as the parent data source or to a suborganization under the parent data source organization.

9. Under Recorder Settings, do the following:

   1. Specify a Seating Arrangement—Fixed, Free, or Hybrid.

      • Fixed seating indicates that an employee has a permanently assigned workstation and is associated with a specific extension.

      • Free seating, the default, indicates that employees do not have permanently assigned workstations. They are assigned an Employee ID and can log in from any location in the call center. Extensions are assigned dynamically when the employee logs in.

      • Hybrid seating refers to a mixed arrangement that contains both Free and Fixed seating for employees.

   2. In a multi-tenant enabled (cloud) environment, the Service Provider Administrator (SPA) can specify a Maximum Allowed Extensions value for this data source. The Maximum Allowed Extensions setting limits the number of extensions a Tenant Administrator can create for the data source. This setting allows a SPA to prevent tenants from creating more extensions than their assigned capture capacity supports.

      If this setting is not set and the data source currently has no extensions associated with it, this setting defaults to 1000 at the time a Tenant Administrator creates the first extension.

      In an upgrade scenario, a data source may already have extensions assigned to it. In this scenario, when a Tenant Administrator adds extensions, the system updates this setting to 120% of the existing number of extensions or 1000, whichever is higher. For example, if 2000 extensions are associated with the data source at the time of the upgrade, this setting defaults to 2400 when a Tenant Administrator adds extensions.

      This setting does not limit the number of extensions a SPA can create. For example, if the setting is 1000, a SPA can create more than 1000 extensions. If the SPA creates more extensions than this setting specifies, the Tenant Administrator cannot create any extensions.

      If a Tenant Administrator configures the maximum number of allowed extensions, the SPA can increase this number to allow the Tenant Administrator to create more extensions. Before increasing this setting, the SPA verifies that the tenant's environment has the resources necessary to handle the increased load.

   3. To save the last employee’s settings after the computer is turned off, select the Persist Agent State on Shut Down (minutes) check box. Specify the amount of time in minutes for which you want to save the employee’s data logon state information. The default threshold is 600 minutes (10 hours). If the service restarts, state information within the threshold is reloaded from startup. State information beyond the threshold will not be loaded. Reloading this state information can be useful if the CTI link does not provide a snapshot capability so the recorder can learn about all the logged in states on startup. It is expected that the CTI feed supplements any state information loaded on startup. Data from within this time period will not be loaded, while data from after this duration has passed.

      If the CTI adapter is down, the following occurs:

      • If unselected, all agents on the data source are logged out right away.

      • If selected, all agents on the data source are logged out once the persistence period has elapsed.

   4. To prevent the retention of very short calls, specify a Minimum Session Length (seconds). Active calls (from connected to closed) that are shorter than the specified value will be deleted automatically. If set to zero (0), this feature is disabled and no calls will be deleted based on this setting. The maximum value is 3600 (or one hour). This setting applies to the active duration of CTI Sessions or the entire duration of VOX Sessions. Inactive CTI Sessions can be retained using the Session Auditing Policy.

   5. If you are working with a system that uses Performance Mode (set in the IP Extension Pool member group) or N+N redundancy, enable the Rollback Period (minutes).

      This ensures that an amount of additional overlapping audio is kept for a time period, so that in the event of a disconnection it is possible to retrieve it. The default value is 15 minutes, and the maximum value is 60 minutes.

      A rollback period is applicable only to Performance Mode (set in the IP Extension Pool member group) and N+N redundancy.

   6. If you are working with a system that uses Performance and Liability fallback modes, enable RTP detection Function of the IAFD product that compares a caller’s voice to one or more voiceprints in a watch list to detect if a target is participating in a call. to prevent audio loss. Coordination between the Integration Service and RTP, using the following settings, ensures that there will only be one recording for a specified call:

      • Start Overlay (milliseconds)—This threshold indicates the longest amount of audio (from before CTI starts) that will be associated to that CTI call. Anything over this threshold will be treated as VOX. The default is 5000 milliseconds (five seconds).

      • End Overlay (milliseconds)—This threshold indicates the longest amount of audio (after CTI ends) that will be associated to that CTI call. Anything over this threshold will be treated as VOX. The default is 6000 milliseconds (six seconds).

   7. Long Call Duration (minutes)—This setting allows you to specify the length of a call, in minutes, after which the system triggers an alarm. The system also stops tracking the call from a CTI perspective, so in CTI-controlled application or performance mode environments, this may cause loss of recording. Enter any number between 1 and 1440 (24 hours) —an alarm is raised in the cases In Risk Management, use cases to group interactionss according to the needs of the enterprise. Interactions can reside in multiple cases simultaneously. where calls exceed this number of minutes. The default is 120.

      The Integration Service runs maintenance checks every five minutes to close calls that last for more than the length of time specified as the Long Call Duration. An alarm indicated that a call was closed because it was too long. These maintenance checks are not run more frequently to avoid imposing an extra load on the system. Therefore, it may take up to five minutes to close a long call after it has passed the defined Long Call Duration threshold.

   8. Long Hold Duration (minutes)— This setting allows you to specify the maximum duration of a single hold in minutes. Any holds over this duration raises an alarm. Enter any number between 1 and 3000, representing the number of minutes. The default is 30.

   9. Recording Resource Allocation Behavior—This setting is for duplicate streaming solutions, which allow you to distribute recordings across multiple recorders.

      To use the CTI-based recorder selection feature available for Shared Interception or Avaya DMCC environments, you must select either LineFirst or LineExclusive.

      For details, see the Recorder Configuration and Administration Guide:

      • For Shared inception, see the section “IP Extension Pool Member Group Settings.”

      • For Avaya, see the section “Extension Recording Resource Member Group Settings.”

      • IgnoreLine—Records the next recording on the least-utilized recorder connected to the Integration Service, regardless of data source, member group, and extension list settings.

      • LineFirst—First attempts to record on the least-utilized recorder that contains the extension being recorded in a member group associated with the recorder. If the Integration Service can’t find an associated recorder, it attempts to find any connected recorder with the capacity (whether or not the extension is associated with the recorder). LineFirst provides a way to keep recorders local to the extensions/site. The Integration Service fails over to another set of recorders if a call cannot be recorded locally. If you do not want to fail over to another set of recorders, use ‘LineExclusive’, described below. This is the default.

      • LineExclusive—First attempts to allocate the recording to the least-utilized recorder that contains the extension being recorded in a member group associated with the recorder. If the Integration Service fails to find a recorder associated with the line to be recorded, it will not record the call. By recording calls on a recorder co-located with the PBX for agents taking calls on a remote site, the use of this setting has the advantage of reduced WAN traffic.

        The “least-utilized” recorder is the one with the most unused capacity. For example, if one recorder has 300 licenses and 50 calls are currently being recorded, and another recorder has 100 licenses and 10 calls are currently being recorded, the capacity left on the recorders is 250 and 90, respectively. The system will attempt to record the next duplicate streamed call on the first recorder.

   10. Always Report Extension as Primary Extension—If enabled, the extension field of the session/interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element. will always be the primary extension on a telephone. If unavailable, the extension field contains the DN/extension that first answered the call. This only affects multiline phones. Enabled by default.

   11. Contact Policy Type—This setting allows you to set the call stitching method.

       • Follow the call—When follow the call is enabled, there will be one contact The entire communication experience for a customer, from beginning to end. that includes all audio from the beginning of the call to the end. This is the default.

       • Back office - Contact per call—Enables the “Back office” style of stitching, which creates sessions or interactions based on CTI calls. If one employee is on two calls at the same time (for example, a customer call and a consultation call), the system creates two sessions or interactions. This is used more often in trading environments rather than contact center environments.

   12. Raise Alarm for Out Of Service Devices—If enabled, the Integration Service raises alarms for any devices that go out of service. This is only available for Cisco JTAPI and Genesys adapters.

   13. Alarm - Device Not Recorded Call Count—The number of calls for a configured device that must fail to record before triggering the DeviceNotRecording alarm. The default is 1.

   14. Alarm - Device Not Recorded (milliseconds)—Failed call durations under this threshold will not count against the Device Not Recorded Call Count. The default is 15 seconds.

   15. Service Observe Fail Count Threshold—The number of consecutive recording failures that must occur before the Integration Service attempts to reset the Service Observe connection. The default is 3.

   16. Session Auditing Policy—Defines the type of session or interaction that should be marked and kept in the system. “Disabled” (the default) only marks sessions or interactions with some kind of content. Two extra options create a basic entry in the database for calls that occurred but were not recorded: “Missed Recordings” will select calls that had to be recorded, but were not, while “Full Switch” will select all sessions or interactions for which we receive CTI without recording (for example, calls that were blocked, or interception calls that were met with a busy tone or unanswered ringtone). You can then search for these types of interactions in the Portal.
       Recorded employee segments marked by means of auditing will appear in playback Process of selecting a recorded interaction, playing it back to listen to the call, and viewing the content of the interaction on the screen. once all Interactions Product that assists contact centers increase operational effectiveness and improves the customer experience through full-time recording, powerful quality monitoring, compliance/liability management, rich reports, and an intuitive, dashboard-style interface. in the related Contact are closed, after a delay of up to five minutes.

   17. Keep Duplicate Recording—

       For an N+N recording environment, select one of the following options:
       

       • Select the Keep Duplicate Recording option when a customer's compliance recording policies require them to archive duplicate recordings of every call. To support this configuration, you must double the size of the Contact Database Server role in the Data Center that includes long-term interactions. The Contact Database is optimized for searching operations, and interactions are inserted and updated in bulk operations., the Archive Database, and the archive storage media.

       • Clear the Keep Duplicate Recording option (default) so that the system deletes the secondary interaction after determining which copy to keep.

         When N+N recording is configured, the system evaluates the interactions captured by both Recorders. It marks one as primary and the other as secondary based on several criteria, including call quality. For details, refer to Selective Recording Configuration.

         Archive campaigns provide alternative methods for managing recordings in N+N environments. Set the N + N Dual Marking options to turn off the double-archiving of recordings, which keeps a single copy. For details, refer to Campaign conditions.

   18. Recorder Allocation Based On Audio Location—Use this setting in a SIP-based VoIP delivery environment to control how Recorders are selected to record calls, and ensure that each call is recorded by a recorder local to the media gateway at which the call arrives. This setting is designed primarily for environments where recording occurs at multiple sites and each site has its own gateway.

       This setting must be used in conjunction with either a Gateway Side Correlation Pool member group or an IP Extension Pool member group configured for the data source. Within these member groups, you must specify the IP addresses or host names of the phones associated with the member group in the IP Network Region configuration.

       The Recorder Allocation Based on Audio Location setting instructs the system to examine the IP address in a SIP message and compare this address to the addresses listed in the IP Network Region settings of the Gateway Side Correlation Pool or IP Extension Pool member group associated with the data source.

       If an address in the SIP message matches one of those specified in the member group IP Network Region settings, the system routes the call to a recorder associated with that member group.

       The options for this setting are:

       • Inactive—The system attempts to record the call, but does not use an address found in a SIP message to route the call to a particular Recorder. This is the default setting.

       • From Signaling—The system examines the SIP header section of the SIP Invite. The system compares the address found in a SIP header field (such as From, Contact, Via, or Socket) to the addresses configured in the member group IP Network Region settings. If there is a match, the system routes the call to a Recorder associated with that member group. If the system does not find a match, the Recording Resource Allocation Behavior setting determines how the call is recorded.

       • From Media—The system examines the SDP message attached to a SIP Invite. The system compares the IP addresses found in the SDP message to those configured in the member group IP Network Region settings. If there is a match, it routes the call to a Recorder associated with that member group. If the system does not find a match, the Recording Resource Allocation Behavior setting determines how the call is recorded. This option does not work if SIP operates in Delayed-Offer mode.

       This setting works with the Recording Resource Allocation Behavior setting to determine recording behavior. If the Recording Resource Allocation Behavior setting specifies:

       • IgnoreLine—The system acts as if the Inactive setting is selected for this setting. If either the From Signaling or From Media is selected, those settings are ignored. In this case, any Recorder associated with the data source can record the call.

       • LineFirst—The system makes two attempts to record the call using the address obtained from the SIP message. If the system cannot successfully route the call to a Recorder using the SIP message address, any Recorder associated with the data source can record the call.

       • LineExclusive—If the system cannot successfully route the call to a Recorder using the address from the SIP message, the call is not recorded. In this case, the system raises an alarm.

   19. Video Recording Mode — Select one of the following options:

       • Start On Trigger - Do not record video calls for the extensions associated with this data source until a recording rule is triggered or an external API command starts recording. Video recording starts whenever the call starts, but video prior to the recording trigger is deleted.

       • Application Controlled - Record every video call for every extension associated with this data source, and then delete it. At any time during a call, a recording rule or an external API command can cause the recorder to keep the video call. If the call is kept, the recording includes all video from the start to the end of the call.

       • Do Not Record - Do not record video calls for extensions associated with this data source. Recording rules are ignored and cannot trigger the recording of video calls.

       • Record - Record all video calls for all extensions associated with this data source. Only a block recording rule, AIM command, or external API command can prevent calls from being recorded.

   20. Require Replay Audio Redaction - When redaction is enabled for the system, select whether redaction occurs for interactions that the data source captures. Redaction obscures sensitive customer information in captured audio and transcriptions. Select from the following for interactions that the data source captures:

       • Disabled: No information in the interaction is obscured. Disabled is the default setting.

       • Always: Sensitive customer information is obscured.

       • In Fallback:  Sensitive customer information is obscured, but only in the event of CTI or recorder disconnection from the Integration Service.

   21. Require Replay Audio Morphing - When morphing is enabled for the system, select whether replay of interactions captured by the data source requires morphing. Morphing changes the voice heard during replay such that the speaker remains anonymous and the audio remains intelligible. Select from the following options for interactions that the data source captures:

       • Disabled: The original voice of the agent and the customer are heard during interaction replay. Disabled is the default setting.

       • Always: The voice of the selected channel or channels is morphed during interaction replay, as configured by the Audio Morphing Channel setting.

       • In Fallback: The voice of the selected channel or channels is morphed during interaction replay, as configured by the Audio Morphing Channel setting, but only in the event of CTI or recorder disconnection from the Integration Service.

   22. Audio Morphing Channel -  Enabled when Require Replay Audio Morphing is set to Always or In Fallback, choose the audio channel or channels that use morphing. Select from:

       • Agent: Only the voice of the agent channel is morphed during interaction replay. The voice on the customer channel is the original captured voice. Agent is the default setting.

       • Agent and Customer: The voice of the agent channel and the customer channel are morphed during interaction replay.

10. In the Default Employee section, specify the employee to be associated to a recording that has no employee associated to it.

    There are situations where recordings will not have employees associated to them. Examples include:

    • IVR recordings where there is no employee or phone device

    • Back office environments where phones are shared and not associated to a specific employee

    Assigning a Default Employee for Interactions to a data source provides a way to provide replay access to these recordings. When a Default Employee for Interactions is configured, any recordings made for the data source that have no explicit user associated are associated to the Default Employee for Interactions.

    First, select the Organization to which the Default Employee for Interactions belongs, and then select one employee as the Default Employee for Interactions.

    You cannot select an employee who has a configured end date as the Default Employee for Interactions. Also, you should not select an employee who will soon move or transfer to a different organization as the Default Employee for Interactions.

    Once an employee is selected as the Default Employee for Interactions, an error message displays on the data source screen if the employee has been deleted, terminated, or changed to a different organization since the last time the data source was saved.

11. If you selected Generic as the switch subtype, expand the Specific Switch Type area and, in the Specific Switch Type field, specify the type of switch. Consult with our engineers for a list of supported switch types.

    • If you are using the TDM Recorder and selected the Generic or Avaya switch types, expand the Recorder TDM Settings area, then enter values in the following fields:

    • Off Hook Delay (milliseconds)—For Service Observe and Single Step Conference only, type the amount of time in milliseconds that the recorder will wait after taking a channel off-hook. Maximum of 6 characters, representing a total time of not more than 15 seconds.

    • On Hook Delay (milliseconds)—For Service Observe only, type the amount of time in milliseconds that the recorder will wait after putting a channel on-hook. Maximum of 6 characters, representing a total time of not more than 15 seconds. (The default is two seconds.)

    • Service Observe String—Service Observe is a type of three-way conference that allows the monitoring of employees on an extension. Type the dial string used to invoke the Service Observe feature on a switch. Use the characters 0–9, #, or *, to a maximum of 16 characters. (The default is 116.)

    • Inter Digit Delay (milliseconds)—Type the amount of time in milliseconds that the recorder waits between dialing digits on a channel. Maximum of 6 characters, representing a total time of not more than 15 seconds. (The default is 150 milliseconds.)

    • Period Between Service Observe (milliseconds)—Type a value in milliseconds, between 0 and 10000, to indicate the minimum allowable time between sessions of Service Observe. This setting is for Dedicated Service Observe deployments only and prevents overloading the system with simultaneous requests. The default is 250 milliseconds.

    • Record Extensions for Internal Calls—This setting applies to trunk side environments (such as the Avaya switch in trunk-side environment), and hybrid systems where the same data source is used for TDM recording Recording environment where trunk-side recording taps directly into a T1 or E1 line to record all incoming calls at the demarcation point before going to a switch. and IP recording (one data source and two member groups). Select this check box to allow the recording of internal calls on selective recording resources. If you configure a Gateway Side Correlation Pool member group and an Extension Recording Resource member group, internal calls are recorded regardless of this setting.

    • Record IP Trunks—To record all other non-SIP calls using selective DMCC resources when there is no match between CTI events and configured member groups, enable this setting. If you configure a Gateway Side Correlation Pool member group and an Extension Recording Resource member group, all other non-SIP trunk calls are recorded regardless of this setting.

12. If your recorder is part of a package that includes WFM, expand the WFM Settings area and configure the following values:

    • Specify whether you want to Use ACD Staffing.

    • Type an External Name.

    • If applicable, from the Organization drop-down list, select the organization to which you want to associate this data source.

      For this feature, note the following:

      • The Organization selection feature is only visible if you have the Org Scoped Data Sources license.

      • By default, organizations are selected in the drop-down list in one of the following ways:

      • If no organization is configured for a data source, the selected organization is the default root organization.

      • When creating a new data source, the selected organization is the user's current organization assignment.

      • The Organization drop-down list is not restricted by the user’s scope, and displays all existing organizations.

      • Child organizations inherit the parent organization’s association with a data source.

    • Select a Data Source Parent.

13. Expand the TimeZone Settings area, and select one of the Local Time Tagging Mode options from the drop-down list:

    • Organization—to base tagging on the organization. This is useful in scenarios where employees are working in different regions, allowing you to unify tagging across multiple time zones.

      If you select Organization, it is still necessary to specify the correct time zone for the data source as described in step 7, where you selected a time zone from the Time Zone drop-down list.

      This is used in fallback selection for monitored extensions without an associated Employee or Profile (that is, extensions that don't belong to an employee).

    • Data Source—to base tagging on the time-zone specified in step 5, where you selected a time zone from the Time Zone drop-down list.

14. Select one of the following Device IP Configuration options and enter the corresponding IP Address:

    For the Broadworks data source subtype, this section is blank. You do not need to make a selection.

    • PBX Side - Near End—The PBX Side - Near End is the server used to send/receive the control messages to/from the extensions. If you have the same extensions in multiple data sources, you must specify an IP Address or Host Name for the signaling interface server.

      Otherwise, the setting is not mandatory but recommended.

      The recorder uses the source or destination IP addresses or host names of the signaling messages to identify the particular data source with which a call is associated. The recorder does not use any data inside the signaling itself to make this determination. For this reason, the source/destination of the IP packets presented to the recorder must be different for each duplicate extension. Make sure that your network is set up in such a way as to allow for this.

      For example, a proxy server in front of separate PBXs using duplicate extensions can cause IP packets to appear as though they are using the same IP address (even though the SIP signaling would indicate otherwise). This prevents the duplicate extensions from being recorded correctly.

      For more details, see the topic “Recording Duplicate Extensions” in the Recorder Configuration and Administration Guide.

    • PSTN Side - Far End—If you are using SIP Trunk Recording, set PSTN Side - Far End as the Server Type.

      This setting is only available for Avaya and Generic switch types, and if you have created a Gateway Side Correlation Pool Member Group, this setting is mandatory.

      For details on this, see the “SIP Trunk Recording” section in the Recorder Configuration and Administration Guide, or the related help.

15. If Scorecards Product that assists agents, supervisors and all contact center employees to focus on critical aspects of their performance and identify opportunities for improvement. is part of your package, expand the Scorecards Settings area and type the Contact Viewer Server Name, Contact Viewer Server Port, Contact Viewer URL. For more details, refer to your Scorecards documentation.

16. Configure SIP Call Tracking to achieve session tracking and recording of signaling only calls (non-CTI), typically seen with Interactive Voice Response (IVR).

    • Track Signaling Calls - Select this setting to enable session tracking for signaling only calls (non-CTI). To make session tracking unavailable for signaling only calls, clear the check mark from this setting. (If you make the setting unavailable, neither of the following settings is applicable.) This setting is unavailable by default.

    • Separate CTI and Signaling API Commands - If you select this setting, API commands sent during a signaling or CTI session are applicable only within that session. If a command is sent during an IVR call, and the call then transitions to an agent, the command is cleared. If a command is sent during an agent call, and then the call transitions to IVR, the command is also cleared. If the agent performs operations such as consult, transfer, or conference, any command sent within the agent portion is still applicable to all the portions of the agent call within the contact.

      If you clear the check mark from this setting, API commands apply to the entire contact, including any agent calls.

    • Signaling Recording Mode - Defines the behavior applied to the correlation line on a tracked signaling call. This setting also exists in the Recorder configuration and in that context controls the baseline behavior. Use this setting to control the signaling portion of the call specifically. For example, to capture all signaling recordings, select Record as the value.

17. If applicable, expand the Associated Integration Service Installations area and select the server that is providing Integration Services for the recorder for which you are configuring this data source.

    In a Multi-Tenant SaaS environment, the tenant name associated to each Site Group, Site, and Server appears beside the Site Group, Site, and Server name on the right side of the Installations tree.

18. Under Advanced Settings, use the Key and Value fields to enter any proprietary pairs that are in use in your system. This should be done only in consultation with our field engineers.

    For the Broadworks data source subtype, this section is blank. You do not need to make a selection.

19. Click Save.

1. Complete the procedure To create a Phone Data Source.

2. Create a LAN (screen) data source, as described under Creating LAN (Screen) data sources. Make sure to configure the workstations.

3. Select the phone data source that you created in step 1, and from that page, select the Phones page. Do the following:

   1. On the Phones page, click Create.

   2. Type Extension and select Recording Mode information as required.

   3. From the LAN (Screen) Data Source drop-down list, select the LAN data source you created in step 2 above.

   4. Beside the Workstation Name text box, click the pencil icon, and find and select the workstations you set up when creating the LAN data source.

   5. Complete any other information required.

   6. Click Save. The LAN (Screen) data source and its workstations are now set to work with the Phone data source.

For more information on configuring the Phones page itself, see the Recorder Configuration and Administration Guide.

A Collection data source is a way to represent shared gateway resources used by multiple, independent PBX sources. The Collection data source holds the gateway member group with associated recorders and acts as a “parent” data source for multiple “child” data sources. These child data sources represent the multiple PBXs that may place and receive calls through the recorded gateways.

For more details, see the Recorder Integration Guide provided by your application consultant.

1. In the Enterprise Manager, click Recording Management > Data Sources.

2. Click Create Data Source.

3. In the Data Source Type page, select Phone as the Type, and select Collection from the Switch/Sub Type list box.

4. Click Select.

5. Type a Name for the Phone data source, and a Description (optional).

6. Select a Time Zone from the list box (the Recorder relies on the time zone for recording start and end times).

It is essential that the time zone is always correct on each server.

The time zone selected in the Collection data source applies to all child data sources.

7. From the Data Source Parent field, select No Parent. The Collection data source serves as a parent data source.

8. Enter the following Recorder Settings, if applicable:

1. A rollback period is applicable to systems using Performance Mode (set in the IP Extension Pool member group) or N+N redundancy. Enable the Rollback Period (minutes) to ensure that an amount of more overlapping audio is kept for a period, so that during disconnection it is possible to retrieve it. The default value is 15 minutes, and the maximum value is 60 minutes.

9. Under Associated Integration Service Installations, select the server that provides Integration Services for this Recorder.

The integration service associated with the Collection data source applies to all child data sources.

10. Under Device IP Configuration, specify Call Center SIP Trunk Interface as the Server Type. Enter the IP Address of the Call Center SIP Trunk Interface.

11. Click Save.

12. Within the Collection data source, create a Gateway Side Correlation Pool member group as described in the Recorder Configuration and Administration Guide, and associate with it the relevant Recorders.

13. Click Save.

To properly correlate audio and CTI events within a pool of calls, create a phone data source for each PBX and assign each phone data source to a parent collection data source.

Guidelines for child data sources

• For SIPREC only, a SIPREC adapter is associated with the parent collection data source (this adapter handles INVITE messages from the SBC).

• For all scenarios, including SIPREC, a CTI adapter for each child data source.

• Child data sources are automatically assigned to the same integration service as the parent and configured with the devices to be monitored.

• All child data sources must be the same subtype. For example, you cannot have a combination of Cisco and Avaya.

• The child data sources must not contain member groups.

• The maximum number of child data sources you can associate is 50.

• The maximum Long Call Duration value from among all the specified in child data sources is used.

• The child data source can be assigned to the same organization as the parent service provider, to a suborganization, or to a specific tenant.

• A child data source must be assigned to the same organization as the parent data source or to a suborganization.

• After the child data source is saved, it can only be reassigned to an organization of the same tenant. If you need to reassign a child data source to a different tenant, delete the existing one and create a new one.

Procedure 

1. To make a data source the child of another, select the data source.
2. Under Data Source Parent, select the name of the collection data source created previously.
3. Click Save.

The child data source is assigned to the same organization as the parent. If required, you can reassign the child data source to another data source within this tenant's organization.