ACR

The Avaya Contact Recorder (ACR) creates audio files of calls that have occurred on your telephone system.  Providing the ACR recordings are no longer taking place, these recordings can be migrated to VFC using the ACR Import Source.

The ACR Import Source migrates both ACR-only and ACR+15.2 systems using the native ACR API.

Both encrypted and unencrypted ACR recordings can be migrated by the ACR Import Source.

For a general description of Verba Import sources, please refer to Import sources.

Creating an ACR import source

Follow the steps in ACR before creating a a new Import source:

Step 1 - Open the ACR CRS Admin Page, navigate to System > Licence from the top menu.  Ensure Search and Replay API is Enabled.

Step 2 - Open the ACR CRS Admin Page, navigate to System > Edit Layouts from the top menu.  Click Copy and create a new segment based layout for the migration.  Ensure Call Start Range Start Time is the only field in the left vertical column.  Then click the checkbox and pencil in each of the horizontal column headings, selecting Start Time, Duration, UDFs, INUMs, Agents, Services, Skills and Other Parties from the field chooser popup. 

Step 3 - Open the ACR CRS Admin Page, navigate to System > Manage Users from the top menu.  Click Add User and under roles select May use external APIs and ensure the newly created layout above is ticked in the Search/Replay layout(s) available panel.  In the Access rights over recordings/sessions/devices owned by pane, ensure the new API user has rights to search for recordings to be migrated in the new layout.

Follow the steps in Verba to create a new Import source:

Step 1 - Open the Verba Web interface then select Data > Import Sources from the top menu

Step 2 - Click on the Add New Import Source link on the top right

Step 3 - Complete the configuration according to the requirements in the following table

Step 4 - Click Save to save the settings

Lua CDR Customisation

As historical recordings may include changes in field layout, data anomalies caused by software bugs and ultimately not be required due to organisation unit, embedded Lua scripting has been provided to control the migration process.

For more information about Lua, please refer to https://www.lua.org/docs.html

Use of a Lua script is optional, if not required, the Lua CDR Customisation field should be left empty.  Otherwise, the following template is required:

function compute_cdr(srcValues,dstValues)

package.path = "C:/Program Files (x86)/Microsoft Visual Studio/2019/Professional/vcpkg/packages/lua_x64-windows-static/xml2lua161/?.lua"

lib = require "DemoLib"

local xml2lua = require("xml2lua")
local handler = require("xmlhandler.tree")
handler=handler:new()

local parser = xml2lua.parser(handler)

parser:parse(srcValues[2])

local results = handler.root.results
if #results.result > 1 then
results = results.result
end

for i, p in pairs(results) do

local inum = p._attr.inum
dstValues[1] = inum

--local skills = p.field[9][1]
skills = "Unknown"
otherParties = p.field[5][1]
parties = lib.Split(otherParties,",")
numberOfParties = #parties

srcNumber = "Unknown"
dstNumber = "Unknown"

-- <field name="otherparties">0000001(ACRTEST-1), 10000,9999</field>
-- <field name="otherparties">9999</field>

if (numberOfParties == 1) then
srcNumber = parties[1]
dstNumber = skills
elseif numberOfParties == 2 then
srcNumber = parties[1]
dstNumber = parties[2]
else
srcNumber = parties[2]
dstNumber = parties[3]
end

dstValues[2] = srcNumber
dstValues[3] = dstNumber

end

return dstValues

end

Import Policy Configuration

Follow the steps below to configure the Data Import action:

Step 1 - In the Verba web interface, navigate to Data > Data Management Policies

Step 2 - Click on the Add New Data Management Policy button at the top-right corner of the page

Step 3 - For the action, select Data Import

Step 4 - Under Available Import Sources, select the Import Source that you created, then click on the Add button just below the text field

Step 5 - Configure the policy details, based on the information that is shown in the configuration items summary table below

Step 6 - Set up how frequently the Import should be run in the Scheduling section

Step 7 - Click on Save

Types of alerts raised by the ACR Import Source

Migration Status Reporting

No report files are generated, however at the end of each batch, a notification alert is raised containing details of recordings migrated from ACR into VFC.

ACR metadata

The system captures the following metadata specific to ACR recordings. These fields are available through the standard and the ACR specific custom metadata template.