Symphony
Overview
Symphony recording features
- Voice, screen, instant message and file recording
- Integration with the official Symphony Recording Bridge using SIPREC
- Supports always-on, selective and on-demand recording
- Supports all call scenarios where the recorded user is a participant
- Supports 2N Recording Server deployments
- Support for Media Recorder load balancing and failover
- CDR reconciliation for voice, screen recordings
Version support
Switch Name & Model | Symphony |
|---|---|
Supported Symphony Versions | Contact Symphony |
Supported Endpoint / DeviceTypes | All |
Deploying Symphony recording
The following section contains the necessary steps for setting up a Symphony recording infrastructure.
Server sizing
Allocating the appropriate resources to the different servers is crucial. For guidance, see Server sizing and requirements
Preparation
The Symphony integration requires additional prerequisites and configuration in Symphony, which out of scope for this guide. Contact your Symphony representative for further information.
Make sure that all the required prerequisites are installed on each server prior to the installation.
For guidance on configuring the necessary firewall ports, visit Firewall configuration for SIPREC recording deployments.
Installation
The following articles contain all the step for installing the various server roles:
- Installing a Verba Single Server solution
- Installing a Verba Media Repository
- Installing a Verba Recording Server
Configuration
The system has to be configured for Symphony in the following way:
- Recording Servers has to be configured for SIPREC recording, for more information, see Configuring Verba for SIPREC recording.
- Instant message and file archiving are available through import, see Symphony Instant Messages - Files - CDRs
- CDR reconciliation is available through Symphony XML import, see Symphony Instant Messages - Files - CDRs
- Recorded users can be synchronized from Active Directory. For recorded extensions, the User Principal Name attribute has to be configured.
Symphony metadata
The system captures the following metadata specific to Symphony recordings.
| Metadata Field | Description | Template | Available |
|---|---|---|---|
| Start Date | Start date of the conversation | Standard | Yes |
| Start Time | Start time on the conversation | Standard | Yes |
| End Date | End date of the conversation | Standard | Yes |
| End Time | End time of the conversation | Standard | Yes |
| Duration | Length of the conversation | Standard | Yes |
| User | Name of the recorded user | Standard | Yes |
| From | Phone number, Button name, User name | Standard | Yes |
| From Info | User / contact name | Standard | Yes |
| To | Phone number, Button name, User name | Standard | Yes |
| To Info | User / contact name | Standard | No |
| Direction | Direction of the call from the system perspective, requires configuring internal number/domain patterns | Standard | Yes |
| Direction (User) | Direction of the call from the recorded user perspective | Standard | Yes |
| From (Verba) | Name of the Verba user associated with the calling party | Standard | Yes |
| To (Verba) | Name of the Verba user associated with the called party | Standard | Yes |
| Location | Hostname of the recording server | Standard | Yes |
| End Cause | Normal, Hold, Transfer, Conference, Device Change, From Terminated, To Terminated | Standard | Yes |
| Audio Codec | Audio codec of the recorded streams | Standard | Yes |
| Video codec | Video codec of the recorded streams | Standard | Yes |
| Platform Call ID | Unique conversation identifier received from the recorded platform | Standard | Yes |
| Silence Ratio | Ratio of silence in the conversation | Standard | Yes |
| Talkover Ratio | Talkover ratio of the conversation | Standard | Yes |
| Longest Silence | Length of the longest silence present in the conversation | Standard | Yes |
| User ID / Agent ID | Symphony User ID | Standard | Yes |
| From Device | Device ID of the calling party | Standard | No |
| To Device | Device ID of the called party | Standard | No |
| Dialed Number | Original dialed number | Standard | No |
| From IP | IP address of the recording bot | Standard | Yes |
| To IP | IP address of the recording bot | Standard | Yes |
| From Proxy IP | IP address of the proxy server associated with the caller party | Standard | No |
| To Proxy IP | IP address of the proxy server associated with the called party | Standard | No |
| Source Platform | Microsoft Teams | Standard | Yes |
| Conversation Type | Voice, Video, Screen Share | Standard | Yes |
| Forward Reason | Forward reason for the conversation (e.g. forwarded, transferred, team call, delegated, etc.) | Standard | No |
| Recording failed | Indicates if the recording has failed and the metadata was imported during CDR reconciliation | Standard | No |
| Media Length | Length of the media file related to the conversation in hhh:mm:ss format | Standard | Yes |
| Media Error | Shows the media processing errors during recording | Standard | Yes |
| Voice Quality | Overall voice quality check score for the conversation | Standard | Yes |
| Record Type | Standard | Standard | Yes |
| 2N Source | In case of duplicate (2N) recording, records are marked as primary or secondary | Standard | Yes |