IPC Unigy recording
Overview
Integration utilizes Unigy's active recording interface which consists of the following links:
CTI (CDR): agent and CDR/call events
SIP (Audio control): establishes recording/media channels, negotiates voice codec and SRTP crypto parameters
RTP/SRTP (Audio stream): carries voice media
Recorder service at startup logs in via the CTI link and subscribes to agent and call events. When a trader agent logs in on a turret (the agent can be logged in only on one turret at the same time) the Unigy platform notifies the recorder and the recorder establishes media channels via SIP as per the recording profile configuration of the turret. When a call starts, the recorder receives a call start CTI/CDR event which refers to the related media channel. Based on this information the recorder starts recording the media and creates a database record with the CDR. When the call ends a call end CTI event is received based on which the recorder terminates the recording. At recorder startup, the recorder gets agent login and call start notification for all logged in agent sessions and ongoing calls so can start recording from that point.
IPC Unigy recording features
Certified IPC Unigy recording solution
2N and N+1 recorder configurations
Compatible with trader voice recording data model
Support for VAD (voice activity detection) and media segmentation for long calls
Recording of encrypted/secure turrets when available
All types of recording mix layouts are supported
Version support
IPC Switch Name & Model | IPC Unigy |
|---|---|
Supported IPC Unigy Versions | 1.x or later |
Supported Turret Types | IQ/MAX, IQ/MAX Touch, IQ/MAX Edge (100/200) IQ/MAX Sync, IQ/MAX Omni, Pulse Enterprise, Pulse Mobile |
If you are on a different version, contact you IPC representative for more information.
Features not available
Silent monitoring only available for Media-Only records
Full / Always-on, Do-not-record, Never-record recording modes only (no On-demand, no Controlled)
Desktop Screen Capture is not available
No support for turret based playback
Resiliency
The system can be deployed in various configurations to achieve resiliency. For more information, see IPC Unigy recorder resiliency.
Configuration
For configuring the system for IPC Unigy recording, see Configuring IPC Unigy recording.
IPC Unigy metadata
The system captures the following metadata specific to IPC Unigy calls when CTI messages are available. These fields are available through the standard and the IPC Unigy specific custom metadata template.
Metadata Field | Description | Template | Available | Available in | Available in |
|---|---|---|---|---|---|
Start Date |
| Standard | Yes | Yes | Yes |
Start Time |
| Standard | Yes | Yes | Yes |
End Date |
| Standard | Yes | Yes | Yes |
End Time |
| Standard | Yes | Yes | Yes |
Duration |
| Standard | Yes | Yes | Yes |
From | Source resource (e.g. line number) | Standard | Yes | Yes | No |
From Info | Recorded trader name | Standard | Yes | Yes | No |
To | Destination resource (e.g. line number) | Standard | Yes | Yes | No |
To Info | Recorded trader name | Standard | Yes | Yes | No |
Direction | Direction of the call from the system perspective, requires configuring internal number/domain patterns | Standard | Yes | Yes | No |
Direction (User) | Direction of the call from the recorded user perspective | Standard | Yes | Yes | No |
From (Verba) | Name of the Verba user associated with the calling party | Standard | Yes | Yes | Yes |
To (Verba) | Name of the Verba user associated with the called party | Standard | Yes | Yes | Yes |
Location | Hostname of the recording server | Standard | Yes | Yes | Yes |
End Cause | Normal, Hold | Standard | Yes | Yes | Yes |
Audio Codec |
| Standard | Yes | No | Yes |
Video codec |
| Standard | No | No | No |
Platform Call ID |
| Standard | Yes | Yes | Yes |
Silence Ratio | Only for media-only records | Standard | No | No | No |
Talkover Ratio | Only for media-only records | Standard | No | No | No |
Longest Silence | Only for media-only records | Standard | No | No | No |
User ID / Agent ID | Trader ID | Standard | Yes | Yes | Yes |
From Device | Recorded turret/intercom ID | Standard | Yes | Yes | Yes |
To Device | Recorded turret/intercom ID | Standard | Yes | Yes | Yes |
Dialed Number |
| Standard | No | No | No |
From IP | IP address of the media source, only for media-only records | Standard | Yes | Yes | Yes |
To IP | IP address of the media source, only for media-only records | Standard | Yes | Yes | Yes |
From Proxy IP |
| Standard | No | No | No |
To Proxy IP |
| Standard | No | No | No |
Source Platform | IPC Unigy | Standard | Yes | Yes | Yes |
Conversation Type | Voice | Standard | Yes | Yes | Yes |
Forward Reason |
| Standard | No | No | No |
Recording failed | Only for media-only records | Standard | No | No | No |
Media Length | Only for media-only records | Standard | Yes | No | Yes |
Media Error | Only for media-only records | Standard | Yes | No | Yes |
Voice Quality | Only for media-only records | Standard | Yes | No | Yes |
Record Type | CDR-Only, Media-Only | Standard | Yes | Yes | Yes |
2N Source | In case of duplicate (2N) recording, records are marked as primary or secondary | Standard | Yes | Yes | Yes |
Device Location | Turret location info | IPC Unigy |
| Yes | Yes |
Audio Source | Audio source device on the turret | IPC Unigy |
| Yes | Yes |
Line Appearance | Line appearance identifier | IPC Unigy |
| Yes | No |
E1 Resource | E1 resource name | IPC Unigy |
| Yes | No |
Billing Group ID | Billing group identifier | IPC Unigy |
| Yes | No |
Session Type | Line, Turret, Speaker, Bridge, Conference, Transfer | IPC Unigy |
| Yes | No |
Line Description | Line label | IPC Unigy |
| Yes | No |
Push to Talk State | Marked segment while PTT is pressed | Marker |
| Yes | No |