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Verint – Lab Environment description
Verint is a recording solution commonly used in Contact Centers. There are multiple ways to integrate Verint based on the products and solutions implemented. In this lab we will analyze the basic integration of Verint using: In the following image is a simple diagram showing the solution previously described: Verint correlates the following information to…
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Verint – Lab Setup – Avaya CM and AES config
There are some specific requirements when integrating Verint recording. Basic administration for trunks, AAR, station, agent, VDN, vector and skills wont be showed here to avoid extending the entry unnecessarily. We will focus more in the requirements to have this integration working correctly. Make sure the following are enabled in your Avaya Communication Manager configuration:…
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Verint – Lab Setup – Oracle SBC integration
In this entry we will focus on a specific requirement in the Oracle SBC for SIPRec integration with Verint. For generic configuration for SIPRec please refer to Oracle ISR – Lab Setup – SBC configurations entry. The specific requirement is the use of Universal Call Identifier (UCID). UCID helps to generate or preserve a UCID…
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Verint – Lab Setup – Basic Verint integration
In this entry we will review the basic configuration required to integrate Verint using SIPRec and TSAPI as described in the entry Verint – Lab Environment description. The first thing is assigning the correct interfaces that will be dedicated for the services, in this case: SIPRec adapter is defined to communicate with the Oracle SBC…
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Telstrat – Environment description
Telstrat is a different recording solution implemented in multiple Contact Centers. In the following entries we will verify the integration and analyze the requirements and configurations in a lab environment. Integration of Telstrat is accomplished using a method called active call recording. This means that instead of using a passive way of getting the audio,…
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Telstrat – Avaya CM and AES config
There are some specific requirements when integrating Telstrat recording. Basic administration for ACD won’t be covered (trunks, AAR, station, agent, VDN, vector and skills) to avoid extending the document unnecessarily. We will focus more on the requirements to have this integration working correctly. Make sure the following settings are enabled in Avaya Communication Manager configuration:…
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Telstrat – Basic Telstrat integration
In this entry we will review the basic configuration required to integrate Telstrat using TSAPI/DMCC as described in the entry Telstrat – Lab Environment description. Access the server and open the VoIP configuration, set up: As previously mentioned before, virtual extension are used to conference select the More button to define:
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Oracle SBC – Admin Task – Fraud Protection
Oracle SBC can be used to protect against fraudulent calls by enabling Telephony Fraud Protection and creating/maintaining the following type of lists: Telephony Fraud Protection is included in the advanced license. The process for using Telephony Fraud Protection includes the following steps:1. Enable Telephony Fraud Protection2. Specify the source of fraud protection management3. Create the…
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Oracle SBC – Admin tasks – SIPp basic scenarios part 1
In the following entries we will be analyzing and implementing a few configurations in the Oracle SBCs that will enhance the security, but before we start working on that lets focus on some simple scenarios that will be used to test those security configurations. Previously in Oracle SBC – Admin tasks – Basic load testing…
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Avaya Media Server – Troubleshoot – General info
The Avaya Aura Media Server (MS) is a feature rich, pure software, application independent media server that supports many industry standard protocols including SIP, REST, MSML, and VoiceXML. Avaya Aura® MS design emphasis is on standards, resiliency, scalability, and modularity. Avaya Media Server is supports the following RFC: https://www.rfc-editor.org/rfc/rfc4240 <- Basic Network Media Services…