Creating Dialer data sources
Dialer data sources are for capturing voice calls from an outbound campaign Collection of scheduling periods in WFM, which are defined time periods where specific employees target specific workloads. dialer.
Use the following procedure to create a dialer data source Third-party systems that provide data to the system, including employee and device states, and data change events. Typical data sources are phone switches, PBXs, or LANs..
To create a dialer data source:
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Navigate to Recording Management > Data Sources > Settings and click Create Data Source.
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In the pop-up Data Source Type page, do the following:
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From the Type drop-down list box, select Dialer.
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From the Switch/Sub Type list box, select a switch/sub-type.
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Click Select.
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Type a Name for the data source.
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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.
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Type a Description for the data source (optional).
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Under Recorder Settings, do the following:
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Specify a Seating Arrangement—Fixed, Free, or Hybrid:
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Fixed seating indicates that an employee has a permanently assigned workstation and is associated with a specific extension.
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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.
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Hybrid seating refers to a mixed arrangement that contains both Free and Fixed seating for employees.
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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 additional extensions. Before increasing this setting, the SPA should verify that the tenant's environment has the resources necessary to handle the increased load.
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To save the last employee’s settings after the computer is shut down, 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 settings. The default is 600 minutes (10 hours).
Data from within this time period is not loaded, while data after this duration has passed, is loaded. Note that if the CTI adapter is down, the following occurs:
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If unselected, all agents on the data source are logged out right away.
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If selected, all agents on the data source are logged out once the number of minutes specified by Persist Agent State on Shut Down (minutes) has expired.
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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.
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Enable the Rollback Period (In minutes) to ensure that a recording is kept for a certain amount of time before deletion, so that in the event of a disconnection it is possible to retrieve it. The default value is 15, and the maximum value is 60.
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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. is enabled in Performance and Liability fallback modes 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 given call:
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Start Overlay (In 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.
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End Overlay (In 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.
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Long Call Duration (minutes)—This setting allows you to specify the length of a call, in minutes, after which the system will trigger an alarm. The system will also stop 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.
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Long Hold Duration (minutes)—Indicates the maximum duration of a single hold. Any holds over this duration will raise an alarm. Enter any number between 1 and 3000, representing the number of minutes. The default is 30.
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Recording Resource Allocation Behavior—This setting is for duplicate streaming solutions, which allow you to distribute recordings across multiple recorders.
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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.
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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 will attempt 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 will fail over to another set of recorders if a call can’t be recorded locally. If you don’t want fail over to another set of recorders, use ‘LineExclusive’, described below. This is the default.
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LineExclusive—First attempts to allocate the recording to the least-utilized recorder that contains the extension being recorded in a member group associated to the recorder. If the Integration Service fails to find a recorder associated with the line to be recorded, it will not record the call.
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 with 100 licenses and 10 calls currently being recorded, the capacity left on the recorders are 250 and 90 respectively. The system will attempt to record the next duplicate streamed call on the first recorder.
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Always Report Extension as Primary Extension—If enabled, the extension field of the session will always be the primary extension on a telephone. If disabled, the extension field will contain the DN/extension that first answered the call. This only affects multiline phones. Enabled by default.
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Contact Policy Type—This setting allows you to set the call stitching method.
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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.
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Backoffice - Contact per call—Enables the “Back office” style of stitching, which creates sessions 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. This is used more often in trading environments rather than contact center environments.
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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.
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Raise Alarm for Out Of Service Devices—If enabled, the Integration Service will raise alarms for any devices that go out of service. This is currently only available for Cisco JTAPI and Genesys adapters.
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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.
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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.
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Enable Nailup Algorithm—This setting is selected by default, and is used by the Integration Service to identify nailup calls (otherwise, manual configuration of dialer trunks may be required).
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Session Auditing Policy—Defines the type of session that should be marked and kept in the system. “Disabled” (the default) will only mark sessions with some kind of content. Two additional options will create a basic entry in the database for calls that occurred but were not recorded: “Missed Recordings” will mark calls that should have been recorded, but were not, while “Full Switch” will mark all sessions 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 may then search for these types of sessions in Search and Replay.
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 Sessions in the related Contact are closed, after a delay of up to five minutes. -
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.
Note that 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 will route the call to a Recorder associated with that member group.
The options for this setting are:
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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.
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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 will determine how the call is recorded.
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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.
Note that this setting works in combination with the Recording Resource Allocation Behavior setting to determine recording behavior. If the Recording Resource Allocation Behavior setting specifies:
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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.
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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.
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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.
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Video Recording Mode— Select one of the following options:
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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.
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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.
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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.
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Record - Record all video calls for extensions associated with this data source. Only a block recording rule, AIM command, or external API command can prevent calls from being recorded.
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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:
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Disabled: No information in the 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. is obscured. Disabled is the default setting.
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Always: Sensitive customer information is obscured.
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In Fallback: Sensitive customer information is obscured, but only in the event of CTI or recorder disconnection from the Integration Service.
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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:
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Disabled: The original voice of the agent and the customer are heard during interaction replay. Disabled is the default setting.
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Always: The voice of the selected channel or channels is morphed during interaction replay, as configured by the Audio Morphing Channel setting.
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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.
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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:
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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.
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Agent and Customer: The voice of the agent channel and the customer channel are morphed during interaction replay.
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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:
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IVR recordings where there is no employee or phone device
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Back office environments where phones are shared and not associated to a specific employee
Assigning a Default Employee for 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. 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.
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Select one of the following Device IP Configuration options and enter the corresponding IP Address:
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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.
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 will prevent the duplicate extensions from being recorded correctly.
For more details, see the section “Recording Duplicate Extensions” in the Recorder Configuration and Administration Guide.
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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 online help.
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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.
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Configure SIP Call Tracking to achieve session tracking and recording of signaling only calls (non-CTI), typically seen with Interactive Voice Response (IVR).
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Track Signaling Calls - Select this setting to enable session tracking for signaling only calls (non-CTI). To disable session tracking for signaling only calls, clear the check mark from this setting. (If you disable the setting, neither of the settings below is applicable). This setting is disabled by default.
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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.
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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.
If you clear the check mark from this setting, API commands will apply to the entire contact, including any agent calls.
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Track Signaling Calls - Select this setting to enable session tracking for signaling only calls (non-CTI). To disable session tracking for signaling only calls, clear the check mark from this setting. (If you disable the setting, neither of the settings below is applicable). This setting is disabled by default.
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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 will apply to the entire contact, including any agent calls.
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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.
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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.
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Click Save.
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For Associated Data Sources, you can associate a phone data source to any dialer data source sub type. You can also associate an Avaya Proactive Outreach Manager (POM) dialer data source to an Avaya Experience Platform application data source.
You associate the phone data source to a dialer data source to associate the PBX/ACD (that is, the phone data source you created earlier) to the dialer data source.
You associate an Avaya POM dialer data source to an Avaya Experience Platform application data source to support the Avaya Experience Platform CcaaS product. This association supports tenants that have purchased dialer capabilities as part of their OneCloud product set.
To associate a phone or Avaya Experience Platform data source to a dialer data source, do the following:
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Under Associated Data Sources, click Add.
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Under Data Source, select a phone data source or the Avaya Experience Platform application data source.
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For a phone data source, specify a Dial Code, Discard Digits and New Prefix value. These fields define the transformation of the dialer extensions into ACD extensions. For example, if the dialer extension is 551234, and the ACD is 81234, enter “55” as the Dial Code, “2” under Discard Digits (that is, the total number of digits to be discarded), and the Prefix, “8”. In this example, any 55xxxx, would translate to 8xxxx.
For an Avaya Experience Platform data source, leave the Dial Code, Discard Digits and New Prefix fields empty.
With the exception of the Avaya POM dialer data source, you can associate multiple phone data sources with the dialer data source. It is important to note that the combination of the phone extension plus the dialer code must be unique. (For example, if the dialer codes are 21 and 211, and the associated extensions are 12 and 2 respectively, this creates a conflict.)
You can only associate one data source to the Avaya POM dialer data source. You can associate either an Avaya Experience Platform application data source or an Avaya Communication Manager phone data source to the Avaya POM data source.
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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.
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Under Advanced Settings, use the Key and Value fields to enter any proprietary pairs that are in use in your system. This should only be done in consultation with our field engineers.
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Click Save.