Avaya Contact Recorder (ACR)

The Avaya Contact Recorder (ACR) creates audio files of calls that have occurred on your telephone system. Providing the ACR recordings are no longer taking place, these recordings can be migrated to VFC using the ACR Import Source.

The ACR Import Source migrates both ACR-only and ACR+15.2 systems using the native ACR API.

You can migrate both encrypted and unencrypted ACR recordings using the ACR Import Source.

Migration Support

The following modalities are supported: Avaya Voice only, version 12.1 or later.

For a general description of VFC Import sources, refer to Import sources.

Creating an ACR import source

Follow the below steps in ACR before creating a new Import source:

Step 1 - Open the ACR Central Replay Server (CRS) Admin Page, and in the menu at the top of the page, go to System > Licence. Ensure that Search and Replay API is Enabled.

Step 2 - In the menu at the top of the ACR CRS Admin Page, go to System > Edit Layouts. Click Copy and create a new segment-based layout for the migration. Ensure that Call Start Range Start Time is the only field in the left vertical column. Then click the check box and pencil in each of the horizontal column headings, selecting Start Time, Duration, UDFs, INUMs, Agents, Services, Skills, and Other Parties from the field chooser popup. 

Step 3 - In the menu at the top of the ACR CRS Admin Page, go to System > Manage Users. Click Add User and under roles select May use external APIs and ensure the newly created layout above is ticked in the Search/Replay layout(s) available panel. In the Access rights over recordings/sessions/devices owned by pane, ensure that the new API user has rights to search for recordings to be migrated in the new layout.

To create a new Import source, do the following:

Step 1 - Open the VFC Web interface then select Data > Import Sources from the top menu.

Step 2 - Click on the Add New Import Source link on the top right.

Step 3 - Complete the configuration according to the requirements in the following table:

Configuration Item


NameName your Import Source. This name identifies the source across the system.
TypeSelect ACR.
ACR Hostname or IP Address

Mandatory. Name of ACR CRS.

ACR Port

Mandatory. Port Number of ACR CRS.

TLS Certificate File or ThumbprintOptional certificate file / certificate thumbprint used for the ACR connection.
TLS Key File

Optional file system location where the certificate key is stored.

TLS Key Password

Specify the password for the file that contains the certificate keys.

TLS Trust List

Certificate chain (or Chain of Trust) is made up of a list of certificates that start from a server's certificate and terminate with the root certificate. If your server's certificate is to be trusted, its signature has to be traceable back to its root CA.


Mandatory. ACR user that must be created with API permission before this Import Source is used.

ACR API PasswordMandatory. ACR user password that is set the first time the Import Source is used. Note: The ACR API user must not have a password set when it is created, instead the import source ACR API Password is set and used automatically.
ACR Layout NameMandatory. ACR search layout name created before this Import Source is used.
Lua CDR CustomisationMandatory. Lua script to be executed during VFC CDR creation from ACR call that allows filtering and control of the import. Consult your Verint representative for more details.
ACR TimezoneMandatory. Set to the timezone of the ACR CRS, in case it is in a different timezone from the ingesting VFC server.
Maximum Recording Length (minutes)

Mandatory. Maximum length of any single ACR recording to be ingested. Recordings exceeding the maximum length may not be ingested or an alert generated.

While a larger batch size retrieves more records, it must not exceed the duration of the timeslot available for processing.

Recording Start TimestampMandatory. Start time stamp of the first ACR recording to be migrated.
Recording End TimestampMandatory. Time stamp of the last ACR recording to be migrated.

Step 4 - Click Save to save the settings

Import Policy Configuration

Follow the steps below to configure the Data Import action:

Step 1 - In the VFC web interface, go to Data > Data Management Policies.

Step 2 - Select Add New Data Management Policy.

Step 3 - For the action, select Data Import.

Step 4 - Under Available Import Sources, select the Import Source that you created, then select Add below the text field.

Step 5 - Configure the policy details based on the information that is shown in the configuration items summary table below.

Step 6 - Set up how frequently the Import runs in the Scheduling section.

Step 7 - Click on Save.

Configuration Parameter Name


Enable Recording RulesMandatory - Ticked on.  All data in the data set will be imported.
Execute Only on Selected Servers

If enabled, a specific server can be chosen that runs this policy.

Types of alerts raised by the ACR Import Source

Alert Message


Could not parse configuration of sourceProblem with Import Source configuration setting.

Unexpected problem with underlying VFC database/filesystem

Could not connect to database or write file to local disc, check firewall and disc permissions.

Failure to process Call Metadata

Unexpected or unavailable ACR call metadata values.
Failure to communicate with ACRFirewall or network configuration problem.
No more ACR recordings availableBatch start time exceeds the last ACR recording time stamp.
Detected no recorded parties in a recordingNo recording owner found in customer custom metadata.
Failed to retrieve media from ACRMedia unavailable or download interrupted.
Unable to find expected ACR call metadataEither standard or ACR extended call metadata could not be extracted.
Could not obtain time zone offsetsTimezone offsets could not be extracted from the VFC database.

Migration Status Reporting

No report files are generated, however at the end of each batch, a notification alert is raised containing details of recordings migrated from ACR into VFC.

ACR metadata

The system captures the following metadata specific to ACR recordings. These fields are available through the standard and the ACR-specific custom metadata template.

Metadata Field




Start DateStart date of the conversationStandardYes
Start TimeStart time on the conversationStandardYes
End DateEnd date of the conversationStandardYes
End TimeEnd time of the conversationStandardYes
DurationLength of the conversationStandardYes
UserName of the recorded userStandardYes
FromSubscriber / Third-Party Phone numberStandardYes
From InfoUser / contact nameStandardYes
ToSubscriber / Third-Party phone numberStandardYes
To InfoUser / contact nameStandardYes
DirectionDirection of the call from the system perspective, requires configuring internal number/domain patternsStandardYes
Direction (User)Direction of the call from the recorded user perspectiveStandardYes
From (Verba)VFC user name associated with the From NumberStandardYes
To (Verba)VFC user name associated with the To numberStandardYes
LocationHost name of the recording serverStandardYes
End CauseThe cause for the call ending. Possible values include: Normal, Hold, Transfer, Conference, Device Change, From Terminated, To TerminatedStandardNo
Audio CodecAudio codec of the recorded streamsStandardNo
Video codecVideo codec of the recorded streamsStandardNo
Platform Call IDUnique conversation identifier received from the recorded platformStandardYes
Silence RatioRatio of silence in the conversationStandardNo
Talkover RatioTalkover ratio of the conversationStandardNo
Longest SilenceLength of the longest silence present in the conversationStandardNo
User ID / Agent IDUser IDStandardYes
From DeviceDevice ID of the calling partyStandardNo
To DeviceDevice ID of the called partyStandardNo
Dialed NumberOriginal dialed numberStandardNo
From IPIP address associated with the calling partyStandardNo
To IPIP address associated with the called partyStandardNo
From Proxy IPIP address of the proxy server associated with the caller partyStandardNo
To Proxy IPIP address of the proxy server associated with the called partyStandardNo
Source PlatformACRStandardYes
Conversation TypeVoiceStandardYes
Forward ReasonForward reason for the conversation (for example, forwarded, transferred, team call, or delegated) StandardNo
Recording failedIndicates if the recording has failed and the metadata was imported during CDR reconciliationStandardNo
Media LengthLength of the media file related to the conversation in hhh:mm:ss formatStandardNo
Media ErrorShows the media processing errors during recordingStandardNo
Voice QualityOverall voice quality check score for the conversationStandardNo
Record TypeStandardStandardYes
2N SourceIn duplicate (2N) recording scenarios, records are marked as primary or secondaryStandardNo
UDFsAll standard ACR User Defined FieldsACRYes
AgentsCustomer custom metadataACRYes
ServicesCustomer custom metadataACRYes
SkillsCustomer custom metadataACRYes
Other PartiesCustomer custom metadataACRYes
FingerprintCustomer custom metadataACRYes