Overview

BT ITS recording features

Certified BT ITS recording solution
IPSI based recording, no TDM support
2N and N+1 recorder configurations
2N CTI resiliency deployment option
Compatible with trader voice recording data model (only)
Support for VAD (voice activity detection) and media segmentation for long calls
All types of recording mix layouts are supported
Support for TMS file and/or LDAP based configuration read

Version support

BT ITS Switch Name & Model	p31, p41, p51, p107
Supported BT ITS Switch Versions	18.5.5, 19.6.1, 19.8.1
Supported Turret Types	Netrix, Netrix R, Netrix Touchscreen
IPSI Version	3.1.7.0
ITS Link Version	5.4.3.0

If you are on a different version, contact your BT representative for more information.

Features not available

Supports trader voice data model only
Silent monitoring only available for Media-Only records
No selective recording, extension / recording rule configuration is not applied, the system records everything that is configured on the BT ITS switch side
Full / Always-on recording mode only (no On-demand, no Controlled, no Do-not-record, no Never-record)
Desktop Screen Capture is not available
No support for turret playback

Resiliency

The system can be deployed in various configurations to achieve resiliency. For more information, see BT ITS recorder resiliency.

Configuration

For configuring the Verba system for BT ITS recording, see Configuring BT ITS recording. For BT ITS related configuration, contact your BT representative.

BT ITS metadata

The system captures the following metadata specific to BT ITS calls when CTI messages are available. These fields are available through the standard and the BT ITS specific custom metadata template.

Metadata Field	Description	Template	Available	Available in CDR-Only record	Available in Media-Only record

Metadata Field	Description	Template	Available	Available in CDR-Only record	Available in Media-Only record
Start Date	Start date of the conversation	Standard	Yes	Yes	Yes
Start Time	Start time on the conversation	Standard	Yes	Yes	Yes
End Date	End date of the conversation	Standard	Yes	Yes	Yes
End Time	End time of the conversation	Standard	Yes	Yes	Yes
Duration	Length of the conversation	Standard	Yes	Yes	Yes
User	Name of the recorded user	Standard	Yes	Yes	Yes when CTI is available
From	DDI Number, Line Number, Trader ID depending on the call scenario	Standard	Yes	Yes	No
From Info	DDI Label, Line Label, Trader Name depending on the call scenario	Standard	Yes	Yes	No
To	DDI Number, Line Number, Trader ID depending on the call scenario	Standard	Yes	Yes	No
To Info	DDI Label, Line Label, Trader Name depending on the call scenario	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 when CTI is available
To (Verba)	Name of the Verba user associated with the called party	Standard	Yes	Yes	Yes when CTI is available
Location	Hostname of the recording server	Standard	Yes	Yes	Yes
End Cause	Normal, Hold, Device Change	Standard	Yes	Yes	No
Audio Codec	Audio codec of the recorded streams	Standard	Yes	No	Yes
Video codec	Video codec of the recorded streams	Standard	No	No	No
Platform Call ID	Unique conversation identifier received from the recorded platform	Standard	Yes	Yes	Yes
Silence Ratio	Ratio of silence in the conversation	Standard	No	No	No
Talkover Ratio	Talkover ratio of the conversation	Standard	No	No	No
Longest Silence	Length of the longest silence present in the conversation	Standard	No	No	No
User ID / Agent ID	Trader ID	Standard	Yes	Yes	Yes
From Device	Recorded console ID	Standard	Yes	Yes	Yes
To Device	Recorded console ID	Standard	Yes	Yes	Yes
Dialed Number	Original dialed number	Standard	No	Yes	No
From IP	IP address of the IPSI board	Standard	Yes	No	Yes
To IP	IP address of the IPSI board	Standard	Yes	No	No
From Proxy IP	IP address of the proxy server associated with the calling party	Standard	No	No	No
To Proxy IP	IP address of the proxy server associated with the called party	Standard	No	No	No
Source Platform	BT ITS	Standard	Yes	Yes	Yes
Conversation Type	Voice	Standard	Yes	Yes	Yes
Forward Reason	Forward reason for the conversation (e.g. forwarded, transferred, team call, delegated, etc.)	Standard	No	No	No
Recording failed	Indicates if the recording has failed and the metadata was imported during CDR reconciliation	Standard	Yes	No	No
Media Length	Length of the media file related to the conversation in hhh:mm:ss format	Standard	Yes	No	Yes
Media Error	Shows the media processing errors during recording	Standard	Yes	No	Yes
Voice Quality	Overall voice quality check score for the conversation	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
Call Type	Call, Intercom, Group Intercom, Broadcast	BT ITS / IPSI		Yes	No
Device Type	Speaker, Handset, Intercom	BT ITS / IPSI		Yes	Yes
Device Instance	Identifies the device instance, e.g. Speaker 1, Speaker 2	BT ITS / IPSI		Yes	Yes
Line	Line number	BT ITS / IPSI		Yes	No
Line Name	Name of the line	BT ITS / IPSI		Yes	No
Line Type	PSTN MF, Private Wire Manual, PBX MF, …	BT ITS / IPSI		Yes	No
Phantom DDI	Phantom Direct Dial Inward number	BT ITS / IPSI