Real-Time Third Party Telephony Recording (Multi-ACD)

CXone Mpower Real-Time Third Party Telephony Recording (Multi-ACD) lets you take advantage of CXone Mpower cloud recording and business applications while still using your existing telephony system. Your telephony system can be in the cloud or on-premise.

Step 1: Prepare your site. Review supported deployments and implement guidelines for your site's environment.

Step 2: Prerequisites for working with Real-Time Third Party Telephony Recording (Multi-ACD):

  • In Tenant Management:

    • Set a license for Real-Time Third Party Telephony Recording (Multi-ACD) under the Recording application options. Choose Recordings from External Source - Real-Time Third Party Telephony Recording (Multi-ACD) or Side-by-Side Recording – Real-Time Third Party Telephony Recording (Multi-ACD).

    • Select at least one third party telephony provider—Avaya, Cisco, or both.

  • Under Recording Permissions, turn on the Third Party Telephony Configuration permission.

Step 3: In CXone Mpower, configure connectivity to your third party telephony system.

For recording third party telephony calls, your telephony systems need to be configured to allow:

After deployment, all CXone Mpower Recording options are available.

Real-Time Third Party Telephony Recording (Multi-ACD) supports the following:

  • Recording voice and screen interactions. There are various ways to record interactions.

    For screen recording the ScreenAgent RESOLVE_USER configuration parameter must be configured with the oslogin value.

  • Enriching recorded calls with metadata and business data fields.

  • Storing and managing recorded media.

  • Importing and managing information for employees and recording accounts.

  • Importing and managing device information (for extensions).

  • Using CXone Mpower applications for interactions from third party telephony systems.

Supported Connectivity Options

An Avaya telephony system can include the following interface types:

The interfaces can be configured in an Avaya telephony system in one of the following ways:

  • TSAPI with DMCC only

  • TSAPI with SIPREC only

  • TSAPI with both SIPREC and DMCC

This solution only supports the SSCClosed Single Step Conference DMCC method, while the MRClosed Multiple Registration and SOClosed Service Observe methods are not supported.

You can use an outbound dialer with the Avaya telephony system. In this case, create an additional telephony system for each dialer interface—Avaya POM or Alvaria (Aspect).

Recording is officially recognized as compliant with Avaya Communication Manager 10.1.

A Cisco telephony system supports two configurations:

  • IP Phone-based Recording (BiB) requires any of these SBCs: Cisco CUBE/vCUBE, AudioCodes SBC, Oracle (Acme Packet), or Ribbon (Sonus)

  • Network-based Recording (NBR) requires both Cisco CUBE/vCUBE and one of the additional SBCs: CUBE/vCUBE, AudioCodes SBC, Oracle (Acme Packet), or Ribbon (Sonus)

The Cisco telephony system can include the following interface types:

  • CTI interface: Cisco JTAPI (mandatory)

  • CTI interface: Cisco CTI Server (optional; multiple interfaces may be included)

  • CTI interface: Cisco UCCX CTI (optional; multiple interfaces may be included)

  • Cisco CUBE Media Interface: Defining this interface is not required

  • The UCCE/UCCX outbound dialer can be used with the Cisco system without any additional configuration, as it is supported out-of-the-box.

The interfaces can be configured in a Cisco telephony system in one of the following ways:

  • JTAPI

  • JTAPI and one or more Cisco CTI Servers

  • JTAPI and one or more Cisco UCCX CTI Servers

Real-Time Third Party Telephony Recording (Multi-ACD) is officially certified and recognized by Cisco as compliant with CUCM 14 and 15.

A Genesys telephony system can include the following interface types:

The Genesys telephony system includes the Genesys SIP Server and SIPREC interface types that can be configured together with AudioCodes SBC.

A Microsoft Teams telephony system can include the following interface type:

  • Microsoft Teams (NiCE Recording BOT)

The Microsoft Teams interface manages both CTIClosed Computer Telephony Integration - any technology that allows interactions on both computers and phones to be integrated. call events and call media.

Recording Format:

Currently, only STEREO recording is supported. MONO recording will be available in a future release.

Deployment Notice:

After creating the Microsoft Teams telephony system and interface, it is required to deploy the Microsoft Teams NiCE Recording BOT in the NiCE Azure account. This deployment is handled by the NiCE deployment team.

Supported Admin Applications

The following CXone Mpower Admin applications are supported in Real-Time Third Party Telephony Recording (Multi-ACD):

  • Recording apps: Third Party Telephony, Recording Policies, and Business Data.

  • Admin apps: Employees, Teams, and Groups.

  • Security Settings.

  • Cloud Storage.

  • Bulk Upload Portal.

Supported Business Applications

The following CXone Mpower applications are supported in Real-Time Third Party Telephony Recording (Multi-ACD):

  • Interactions

    Skills and dispositions are not displayed in the search results. When a contact includes stereo recordings and mono recordings, the playback of the entire contact will be mono.

  • Quality Management for My Zone and Quality Planner

    A Quality Plan by skill or disposition cannot be generated for Multi-ACD (Open) users. You can create a Quality Plan according to a business data field if the skill is populated into that field.

  • Interaction Analytics

    A single language is supported per tenant.

  • Performance Management

    No data is displayed in ACD-related widgets.

  • Reporting and Legacy Dashboard for Quality Management and recording-related data.

Using Real-Time Third Party Telephony Recording (Multi-ACD) Together With CXone Mpower ACD

When you deploy Real-Time Third Party Telephony Recording (Multi-ACD) with CXone Mpower ACD (Side-by-Side), all applications are enabled for the tenant based on the purchased licenses.

However, Real-Time Third Party Telephony Recording (Multi-ACD) users can use only those applications that are supported for Real-Time Third Party Telephony Recording (Multi-ACD), including Recording, Quality Management, Interaction Analytics, and Performance Management. If Real-Time Third Party Telephony Recording (Multi-ACD) users are assigned roles that include applications that are not supported by Real-Time Third Party Telephony Recording (Multi-ACD), they can access the application, but no data is available.

In order to ensure an optimum user experience for Real-Time Third Party Telephony Recording (Multi-ACD) users, it is recommended that administrators set up specific roles for Real-Time Third Party Telephony Recording (Multi-ACD) users. These roles should include only the applications supported by Real-Time Third Party Telephony Recording (Multi-ACD). It is recommended that the names of these roles include Open to distinguish them from general CXone Mpower roles. Only these roles should be assigned to Real-Time Third Party Telephony Recording (Multi-ACD) users. Real-Time Third Party Telephony Recording (Multi-ACD) users must have a recording account defined in the CXone Mpower Admin application.

FAQs

Log in to both CXone Mpower and Real-Time Third Party Telephony Recording (Multi-ACD) is not supported.

Yes. To use business data from a customer's third party telephony system, define business data for Real-Time Third Party Telephony Recording (Multi-ACD).

For Avaya: Avaya TSAPI with SIPREC or Avaya TSAPI with SIPREC and DMCC for Internal Calls; Avaya TSAPI with DMCC.

For Cisco: CUCM (JTAPI) only; CUCM (JTAPI) with CUCCE (CTI Server); CUCM (JTAPI) with CUCCX (CTI Server).

Avaya supports SIPREC and DMCC (Single Step Conference) recording methods with Real-Time Third Party Telephony Recording (Multi-ACD).

Real-Time Third Party Telephony Recording (Multi-ACD) Cisco integration supports SIP Active Recording through Cisco NBR. Both the gateway preferred with a CUBE/vCUBE and the phone preferred Built-in-Bridge (BiB) methods are supported.

Yes. CUBE/vCUBE is required for NBR gateway recording. In addition, for both NBR gateway and phone preferred, a CUBE, or another supported SBC, is necessary as a customer SBC for handling SIP over TLS and SRTP encryption over the public Internet.

No, Cisco Webex calling and Cisco Webex-CC are not supported. However, Cisco Webex-CCE and Cisco Webex Calling DI (dedicated instance) are supported.

Only SSC is supported.

Secure connection methods include VPN/IPsec for CTI interfaces, Avaya TLS 1.2 for CTI, and SIPS/SRTP for media using a customer SBC. VPN for the media leg (SIP/RTP) is not supported.

Currently, only public internet is supported. However, support for SD-WAN, AWS Direct Connect, and AWS PrivateLink is in the Real-Time Third Party Telephony Recording (Multi-ACD) roadmap.

Each CUCM JTAPI CTI instance in each data center (whether subscriber or publisher) requires one public IP address. JTAPI port numbers are fixed. The CUCM JTAPI client can support up to 6 IP addresses: one for the CUCM publisher and up to five for CUCM subscribers.

For UCCE Call Generator (CG) CTI instances, one public IP is required per instance with Port Address Translation (PAT) or two without it. CG port numbers are configurable. The UCCE CG client can use two IP addresses: one for the active CG and one for the standby CG. Multiple CG interfaces can be configured for various UCCE instances.

Yes. You can use Avaya POM, Alvaria (Aspect) with Avaya DMCC, and Cisco UCCE/UCCX dialers. If using POM or Alvaria, create a separate dialer telephony system with a single dialer interface.

Yes, Real-Time Third Party Telephony Recording (Multi-ACD) for Avaya requires several licenses:

  • TSAPI License: One for each monitored device.

  • DMCC License: One for each recorder device, based on the maximum number of concurrent agents.

  • Virtual Extensions: For the maximum number of concurrent calls, plus an additional 20% to handle extra capacity.

  • Analytics is supported only for stereo recordings. It is supported for Avaya SIPREC and Cisco.

  • It is not supported for Avaya DMCC recording.

  • QM Advanced, and Interaction Analytics are not supported when DMCC is used for external calls.

Yes. Real-Time Third Party Telephony Recording (Multi-ACD) is fully redundant with seamless high availability across all solution components. Support for redundancy is seamless. Real-Time Third Party Telephony Recording (Multi-ACD) supports Multi-AZ with two AWS availability zones.

CXone Real-Time Third Party Telephony Recording (Multi-ACD) supports voice and screen real-time monitoring by using the CXone Supervisor application. It is supported for contact center agents with the Avaya, Cisco, or Genesys integrations.

Real-Time Third Party Telephony Recording (Multi-ACD) uses interactions-based recording. Total recording is not supported.

  • For internal calls between multiple agents and at least two have screen recording:

    • Segment playback starts with the screen recording of the agent who performed After Call Work.

    • If there is no ACW, playback starts with the screen recording that has the earliest start recording timestamp. This might result in playback of a random agent screen recording.

  • For playback of a contact:

    • Playback starts with the recording that includes After Call Work or with the earliest start recording timestamp.

    • For subsequent segments, playback uses the recording of an agent who was present in the previous segment. If there is no such recording, playback takes the screen recording that has the earliest start recording timestamp. This might result in playback of a random agent screen recording.

Yes. You can use the Mask and Unmask APIs for Real-Time Third Party Telephony Recording (Multi-ACD).