Avaya Contact Recorder (ACR)
- Goodall, Mark
- Zszugyi
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 |