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:

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

Export considerations

When exporting Symphony IM records to an SMTP storage target, do not specify File Share modality on the export policy configuration page. The attachments do not have participant data stored in the database, which means that the To and From email fields cannot be populated and the SMTP server refuses the email. The attachments are sent out with the emails for the IM modality.

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