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	Description
Name	Name your Import Source. This name identifies the source across the system.
Type	Select ACR.
ACR Hostname or IP Address	Mandatory. Name of ACR CRS.
ACR Port	Mandatory. Port Number of ACR CRS.
TLS Certificate File or Thumbprint	Optional 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.
ACR API User	Mandatory. ACR user that must be created with API permission before this Import Source is used.
ACR API Password	Mandatory. 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 Name	Mandatory. ACR search layout name created before this Import Source is used.
Lua CDR Customisation	Mandatory. 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 Timezone	Mandatory. 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 Timestamp	Mandatory. Start time stamp of the first ACR recording to be migrated.
Recording End Timestamp	Mandatory. 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	Description
Enable Recording Rules	Mandatory - 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	Explanation
Could not parse configuration of source	Problem 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 ACR	Firewall or network configuration problem.
No more ACR recordings available	Batch start time exceeds the last ACR recording time stamp.
Detected no recorded parties in a recording	No recording owner found in customer custom metadata.
Failed to retrieve media from ACR	Media unavailable or download interrupted.
Unable to find expected ACR call metadata	Either standard or ACR extended call metadata could not be extracted.
Could not obtain time zone offsets	Timezone 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	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	Subscriber / Third-Party Phone number	Standard	Yes
From Info	User / contact name	Standard	Yes
To	Subscriber / Third-Party phone number	Standard	Yes
To Info	User / contact name	Standard	Yes
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)	VFC user name associated with the From Number	Standard	Yes
To (Verba)	VFC user name associated with the To number	Standard	Yes
Location	Host name of the recording server	Standard	Yes
End Cause	The cause for the call ending. Possible values include: Normal, Hold, Transfer, Conference, Device Change, From Terminated, To Terminated	Standard	No
Audio Codec	Audio codec of the recorded streams	Standard	No
Video codec	Video codec of the recorded streams	Standard	No
Platform Call ID	Unique conversation identifier received from the recorded platform	Standard	Yes
Silence Ratio	Ratio of silence in the conversation	Standard	No
Talkover Ratio	Talkover ratio of the conversation	Standard	No
Longest Silence	Length of the longest silence present in the conversation	Standard	No
User ID / Agent ID	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 associated with the calling party	Standard	No
To IP	IP address associated with the called party	Standard	No
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	ACR	Standard	Yes
Conversation Type	Voice	Standard	Yes
Forward Reason	Forward reason for the conversation (for example, forwarded, transferred, team call, or delegated)	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	No
Media Error	Shows the media processing errors during recording	Standard	No
Voice Quality	Overall voice quality check score for the conversation	Standard	No
Record Type	Standard	Standard	Yes
2N Source	In duplicate (2N) recording scenarios, records are marked as primary or secondary	Standard	No
UDFs	All standard ACR User Defined Fields	ACR	Yes
Agents	Customer custom metadata	ACR	Yes
Services	Customer custom metadata	ACR	Yes
Skills	Customer custom metadata	ACR	Yes
Other Parties	Customer custom metadata	ACR	Yes
Fingerprint	Customer custom metadata	ACR	Yes

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