Configuring Verba for IPC Unigy recording
The Verba Unified Recorder service should be enabled and configured for IPC Unigy recording as follows.
Activate the Unified Call Recorder service on the Recording Servers
Step 1 - In the Verba Web Interface go to System \ Servers
Step 2 - Select the Recording Server from the list
Step 3 - Click on the Service Activation tab
Step 4 - Activate the Verba Unified Call Recorder Service by clicking on the icon.
Step 5 - Repeat the steps on all Recording Servers (all servers with either a Media Recorder or Recording Director role or both) if there are multiple
Configure the Recording Director
Step 1 - In the Verba Web Interface go to System \ Servers
Step 2 - Select the server with the Recording Director role from the list
Step 3 - Click on the Change Configuration Settings tab and navigate to Unified Call Recorder / Recording Providers / IPC Unigy
Configure Unigy Zones
Step 4 - Add a new zone with the icon under Unigy Zones. On the right panel, configure the zone configuration settings as described below:
Name | Description |
|---|---|
Zone VIP CTI URL | Enter the URL of the Unigy CTI service. It should be like http://zone_vip/ctisvc/recording/CSTAService where the host part must identify the Zone VIP. If secure communication is required the URL should be https://.... If HTTPS is configured recorder establishes recording channels via SIP over TLS as well. If secure communication is configured, Verba should be configured to use a Unigy trusted certificate. |
Local CTI port | The port on which Verba listens to CTI events from Unigy after subscription to these. If not configured, a free port in the range 1024-65535 is randomly selected. If for firewall reasons this should be a specific port then it can be configured. The port must be unique for each IPC Zone, and it must be free (not in use by other applications). The recommended setting is to explicitly set these ports, starting from 6001. |
Local SIP port | The port on which Verba listens to SIP requests from Unigy that are related to media mixes. If not configured, a free port in the range 1024-65535 is randomly selected. If for firewall reasons this should be a specific port then it can be configured. The port must be unique for each IPC Zone, and it must be free (not in use by other applications). The recommended setting is to explicitly set these ports, starting from 5062. |
CCM SIP port | If Unigy does not use the standard/default 5060/5061 ports, then the SIP port number must be configured here. |
Secondary Recorder (2N) | If 2N recording is required then one Recording Director should have the primary role, and the other Recording Director the secondary role. If it is enabled, the Recording Director will subscribe to "duplicate" mixes defined in the recording profile. |
Configure certificate
Step 5 - Configure the certificate settings if secure communication is used in zone configuration:
Name | Description |
|---|---|
SSL/TLS Certificate | Specify the certificate file/certificate thumbprint (a certificate stored in the Windows Certificate Store or PEM/PFX certificate file path). The certificate must be signed by Unigy. |
SSL/TLS Key | If a file-based certificate (PEM) is used, the path of the private key file. If it is bundled with the certificate, then the same file should be set here. |
SSL/TLS Key Password | Specify the password for the file that contains the certificate keys |
SSL/TLS Trust List | Specify the list of certificates validating Unigy's certificate:
|
Revise optional settings and save the configuration
Step 6 - Review the following optional configuration settings:
Name | Description |
|---|---|
CDR/Agent Event Subscription Keepalive (seconds) | The keepalive timer for the subscription. The lower value detects failure quicker but causes more load on Unigy. |
Agent State Polling Period (seconds) | The timer for agent state polling, lower value detects failure quicker but causes more load on Unigy. |
Unigy Controlled Recording | Recording decision from IPC should or not override Verba decision |
Step 7 - Save the changes by clicking on the icon.
Step 8 - A notification banner will appear on the top. Click on the click here link, so you will be redirected to the Configuration Tasks tab. Click on the Execute button in order to execute the changes.
Configure the Media Recorder
Besides the general recording specific configuration, there are the following IPC Unigy specific configurations:
Unified Recorder / Media Recorder / Media Processing / IPC - Call Splitting (seconds): default value 3600 (1hr). Long calls (Speaker channel/Open lines) will be recorded as multiple records split every x seconds (1hr). This makes easier searching in the recorded content
Unified Recorder / Media Recorder / Media Processing / IPC - Voice Inactivity (seconds): default value 30. If turret stops sending media (even call is still ongoing) and timer elapses we stop the recording. As soon as media starts flowing again we create a new record for this segment. Detecting media activity helps to reduce required storage space (not recording long silence periods) and voice searchability. Voice detection relies on Turret's silence suppression/DTX feature
For more information on voice activity detection and call splitting, see Configuring voice activity detection and call splitting for trader voice recording.
Configure distributed Media Recorder and Recording Director
If it is required, the Media Recorder and the Recording Director can be separated. The following guide contains our requirements and best practices on the subject: Configuring recording high availability