Crystal Live AVAYA Recording

Crystal Live is an excellent recording solution for use with Avaya systems. Highlights and benefits of using Crystal Live as your Avaya recording solution include

  • Map View Console - Virtually monitor system running status, call events, and Human Computer Interaction (HCI)
  • Web Based - Enables the ability to access and manage recordings any time anywhere
  • Flexible Approach - Allows you to meet a variety of demands including SMB and multi-region organization by providing both passive and active mode recording solutions
  • Wave Form - Quickly find the gap for customer service based on energy detecting technology
  • Scenario Reconstruction - Presents a complete telephony conversation no matter how many times it was transferred, put on hold, or resumed
  • Dynamic License Authorization (DLA) - Saves on license fees
  • Lower Server Count - Very high density (up to 512 ch/server) and with CTI server embedded, no additional server is required
  • Purchase Options - Turnkey, software only, or assembly kit versions available to meet your needs
  • CL Planner - Unified interface enables you to manage your CL recording system and schedule your team's efforts logically and easily
  • CL Agent - A client application empowers agents and supervisors to manually start or stop a recording and insert all customer data into the database. Can also be seamlessly integrated into CRM system to be part of the agent application
  • PCI DSS Standards - Privately owned algorithm for voice encryption, DTMF mask, SSL based data transfer, and Audit Trail ensure that your CL recorder is the most secure recording system based on PCI DSS standards
  • CL Doctor - Dedicated module live monitors system running status, triggers alarms, and locates potential system risks in advance by analyzing data
  • Redundancy - Resilience is provided in the form of N+1 and 1+1 redundancy that ensures system availability in the event of any component failure

Avaya Passive Tap Recording

  • TDM
    • In an Avaya TDM environment, CL recorder captures voice by tapping on telephone wire with high impedance interface card, and collects call details and information through D-channel (digital)or FSK (analog). Call recording is automatically triggered and terminated by on/off hook events.
  • VoIP
    • In an Avaya VoIP environment, CL recorder passively sniffs RTP packets through Mirroring Point on network switches and decodes CCMS or SIP signals from which the phone's on/off hook events will be extracted. In order to make sense of packets being received, CL recording system is able to map the voice data streams to the physical agents' stations or extensions by using IP address (static) or MAC address (DHCP).
  • Station-Side
    • At TDM and VoIP station-side, CL recorders passively record all calls including internal and external calls. Associate information will be abstracted from D-CH, FSK, or Avaya VoIP signaling data packets.
  • Trunk-Side
    • At TDM and VoIP trunk-side, CL recorders receive calls/data streams from both outgoing and incoming calls, and gets call identification information from Avaya AES (CTI-Link)or Avaya CDR (Bill Port) to match the calling party to extensions (required for TDM only). Trunk-side does not allow for recording internal calls.

trunk-side recording diagram

  1. Trunk Side Recording - This would capture all outbound/inbound calls and data events, and call identification, relying on Avaya AES for matching extension and Trunk ID (Calling party). Keep in mind with a trunk side solution you will not capture internal calls. Note: if it is a DID telephony environment, Avaya AES would not be required for call matching since the last few digits of the telephone number is just the extension.
  2. Station Side Recording - All outbound and inbound calls, as well as internal calls, will be recorded.
  3. CL Recorder takes advantage of the rich feature set of Avaya Communication Manager software and leverages TSAPI to receive additional telephony data attributes including UCID, VDN, DNIS, ANI, etc.
  4. Abstracts call information via Avaya Billing Port – CDR would be another alternative if there is no CTI.

VoIP Telephony

  1. Trunk-side Tap - Positioning the CL Recorder at the Media Gateway or inside Core Switching allows the customer to centralize the recording interfaces and to manage these interfaces in the data center. This implementation is performed using standard network tap devices. These devices provide a passive monitor point from which CL Recorder can sniff the network. Multiple network tap devices can be installed and connected to a single CL recorder, allowing it to see traffic for primary and secondary network routes. This would capture all outbound/inbound calls and data events.
  2. SPAN/RSPAN network switch (Station-side Tap) - All outbound and inbound calls routed through this switch will be recorded. Multiple switches can be RSAPN to this switch in order to record IP extensions inside different network switch segments.

Active Service Observe Recording

CL active recording for Avaya features include:

  • Network switches do not need to be configured or maintained for the purpose of packet mirroring
  • Only records those extensions/agents that are activated, instead of one-to-one deployment, saving you money on extra licenses
  • Records in analog, digital, VoIP extension, or hybrid
  • The only solution that records DECT phones
  • Ideal solution for data centralization. All branches, including remote agents, are recorded and monitored in the data center
  • Available as a pure software solution with Avaya DMCC (CMAPI) involved, saves your cost

E1/T1 Termination Board

How It Works

  1. With Analog, E1/T1 termination boards installed, CL recorder simulates a range of Analog, E1/T1 terminations
  2. Terminations are configured as a hunt group on Avaya Communication Manager
  3. CL Proxy (Embedded inside CL recording) receives events from the Avaya AES server. When the state of calls associated with PBX change it informs the CL recorder of these transitions
  4. CL initiates a single-step conference with the station being monitored using one of its analog/E1,T1 Stations, and thus includes itself in the call which it wishes to record
  5. Call details information is extracted from Avaya Application Enablement Services (AES)

VoIP Termination SSC Recording

How Active Recording by AVAYA DMCC Works

  1. CL Proxy, embedded in CL recording system, uses the device and media control services (formerly known as Communication Manager Application Programming Interface, or CMAPI) of Avaya AES to register AES Device and Media Control API “virtual” stations with Avaya Communication Manager. The AES Device and Media Control API stations essentially appear as IP softphones to Avaya Communication Manager
  2. CL Proxy interacts with an Avaya AES server, which in turn interacts with Avaya Communication Manager. CL Proxy uses the Call Control Services, specifically the Telephony Services Application Programming Interface (TSAPI), of Avaya AES to receive event reports and call information concerning particular stations, agents, and agent hunt/skill groups, and can use those event reports as recording triggers
  3. The CL Recording Server contains two network interfaces, one of which is for communicating with the Avaya Application Enablement Services and the other is for receiving RTP traffic from the Media Processor (MedPro) boards
  4. For full time and scheduled recording, CL records a call by issuing a Single Step Conference (SSC) request via TSAPI to bridge an AES Device and Media Control API station onto an active call. For on-demand recording, CL records a call by dynamically programming an AES Device and Media Control API station to service observe the station to be recorded. In both cases, since the IP address of the AES Device and Media Control API station is that of the CL server, the audio portion of the call is directed to the CL server and can thus be recorded.

Crystal Live for Avaya Key Features

  • Scalable System - from 4 – 512 ch / server (Expansion Box is required for 512ch)
  • Flexible approaches to recording – total, selective, on demand, business rules oriented
  • Innovational technologies inside - Map View Console, Unified Strategy Planner, Private algorithm for encryption and video compression, Fully web accessibility based on SilverLight (CIS enables it available for IPAD, IPhone Clients as well) and more
  • Open architecture for any 3rd party integration
  • Dedicated agent application enables agent/supervisor control recording, insert data and handling business transactions
  • Extremely easy to use system, even for system installation and deployment fully compatible to PCI DSS
  • Supports LDAP, no need to remember many user passwords any more. A simple windows account enables you to access all individual data anywhere on the network. Its definitely convenient for free seating environment

To learn more about recording on your Avaya system using Crystal Live, call or contact us today.

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