Extension details

Extension configuration provides the following functions:

Defining what to record and how

If the recording system has to be configured to record selected extensions only, administrators have to define the extension numbers (phone numbers). By default, the system records only configured extensions on a given Verba Recording Server. For more information on understanding the various recording modes, refer to the Verba Deployment Guide.

Only the users with system administrator rights have access to extension number management. The page is available by clicking on the Administration / Extensions submenu. The group administrators can only access those phone numbers, which are linked to users from those groups which they administer.

Extension Assignment to Users

Extension Assignment enables administrators to link phone numbers/extensions to Verba users. Using this feature, Verba can link Verba users to calls and users can search for recorded calls using these parameters/names. This feature is useful when the IP telephony system does not provide name fields for the recorder.

In order to use Verba special features like making calls private, XML-based services, on-demand recording, etc. system administrators have to map Verba users to phone numbers/extensions. Through user-extension assignment, Verba can apply linking information for the above-mentioned services.

Creating an extension

You can add a new phone number by clicking on the Add New Extension link on the Administration / Extensions page. After pushing the button the following page opens.

This shows the basic configuration options for the call modality and direction definition. To enable the advanced ruleset, in the menu navigate to System -> Verba Servers -> Select the Media Repository server -> Web Application -> Miscellaneous -> Enable Modality Based Direction Rules / Enable Contact Center Direction Rules

With this advanced ruleset, it is possible to define which direction should be recorded for each modality.

The following table describes the available fields:

Field Name	Description	Requirements
Environment	For Multi-tenant systems each extension is assigned to one of the environments. This is only configurable by users that have multi-tenant administrator rights.	-
Extension	Phone number/ SIP URI. The defined extension has to match exactly the extension number configured in the recorded UC system. Also, you have to configure each appearance of the given number in the system in order to be sure that all calls for the given extension will be recorded.	Required field. Minimum length: 1 Maximum length: 32 Must be unique in the system. Only numeric characters are allowed in this field.
User	This field enables administrators to link an extension to a Verba user. You can select a registered Verba user from the list box. You are able to link more than one extension to the same user. If you are adding an extension pattern, then this field is not available.	-
Type	Number/Address - This field is used if the endpoints are identified by their extensions. This is the default option. The other options should only be selected if they specifically match the defined use-cases. User/Agent ID - Select this when turret user IDs are used, or conversations are to be assigned based on contact center agent IDs (or the Cisco Owner User ID field) Persistent Chat Room - Select this when adding the address of a persistent chat room.	-
Update user information on existing conversations	Enables extension mapping for historical calls. For more information, see How to correct a forgotten user-extension assignment afterwards? This option is only available if a user is selected for the extension.	-
Description	Description of the extension. This is an optional field for adding comments to an extension.	Maximum length: 64
Recording Mode	Here you can select from the available recording modes and apply them to a phone number. The following valid values apply: Full - All calls are recorded for the extension, and placed in the permanent store. On-demand – All calls are recorded, but they are first put into a cache. If the recorded user (or his/her group supervisor) marks a call to be kept then that call will be placed into the permanent store. If it is left unmarked then it will be automatically deleted after a period of time that is defined in the configuration. Controlled – The users need to start the recording by hand. This can be done from the Verba Web Application, Lync PC client, Cisco phone, or a custom application. The recording will only be available from the point in time when the user clicked on the Record button, the conversation will not contain the earlier parts of the call. The recording can be stopped using the same button. Do not record - The given extension will not trigger recording. Never Record - A call that this extension is part of will never be recorded, even if the other participants are set up to be recorded. Note: the Avaya recorder does not support this mode. Relay Only - This is a Lync/SfB only feature. The extension will not be recorded, but the calls will be relayed through the Verba proxy.	-
Recording Rule	You can set up the Extension to be recorded selectively based on a pre-defined selective recording rule.
Recorded Modalities	It is possible to define which modalities should be recorded for each extension. Voice - Records voice calls for this extension. To define which directions should be recorded, refer to the Recorded Directions section below. Instant Messaging - Records IM when using Cisco Jabber or SfB/Lync. Video - Records the video streams for this extension. To define which directions should be recorded, refer to the Recorded Directions section below. Desktop Screen - This option enables the screen capture function for the given extension - user association. Computers with installed Verba Desktop Recorder application are enabled to record desktop screen activity into video files in conjunction with the voice recording. The system allows screen capturing for users logging into Windows with the same user ID as configured in the Verba system. After the user logs into Windows, the Verba Screen Capturing Service queries the central database with the Windows user ID and determines if there is any extension for the Verba user matching the same login ID, where screen capturing is enabled. This option is only available if a user is selected for the extension. On-demand recording mode is not supported for extensions, where screen capturing is enabled. Screen & Application Share (Lync/SfB) - This is a Lync/SfB only feature. The option enables Screen and Application Share recording for the extension. Only External sessions can be recorded (sessions that are traversing the Edge servers). Screen Sharing can be recorded for Cisco deployments, for that the video modality needs to be turned on. Whiteboard(Lync/SfB) - This is a Lync/SfB only feature. The native Lync Archive needs to be turned on for this feature to work. Poll / Q&A(Lync/SfB) - This is a Lync/SfB only feature. The native Lync Archive needs to be turned on for this feature to work. File Share(Lync/SfB) - This is a Lync/SfB and Cisco Jabber only feature. In the case of Lync/SfB conferences, the native Lync/SfB Archive needs to be turned on for this feature to work. In case of Cisco, the Managed File Transfer has to be enabled. SMS - Records SMS messages. An SMPP connection has to be set up. To see exactly which modality can be recorded and for which platform, refer to the Modality and recorded platform support matrix article.	-
Recorded Directions	You can define, which conversation direction should be recorded for the given extension. For more information please refer to the Conversation direction and modality support article.	-
Record Calls Answered by 3rd Party	The Record Calls Answered by 3rd Party configuration option makes it possible to record calls that were answered by a 3rd party for a certain extension. So for example, even if the recorded extension transferred the call to an external number and neither of the participants is a recorded user in the new session, the conversation will still be recorded. Forwarded - Record calls that have been forwarded from this extension. Transferred - Record calls that have been transferred from this extension. Team Call - Record calls that came in via a team call to this extension's team, but someone else answered. Delegated - Record calls that have been delegated to someone else from this extension. These calls will be assigned to the user that this extension belongs to so that the user can access them. This setting is only available for Skype for Business (Lync) deployments.
Record Every Platform	If this setting is enabled, then Verba will record conversations for this extension on all available platforms. If disabled, the Recorded Platforms selection box becomes active.
Recorded Platforms	Conversations for this extension will only be recorded if they originate from the selected platform(s). To select a platform, move it to the right-hand side box.
Import from Every Source	If this setting is enabled, then Verba will import conversations for this extension from all available Import Sources. If disabled, the Import Sources selection box becomes active.
Import Sources	Conversations for this extension will only be imported from the selected sources. To select a source, move it to the right-hand side box.
Sampling Rate	This percentage of all calls for this extension will be recorded.	-
Record only on the selected Verba Servers	If you would like to differentiate among recording servers in terms of which extension will be recorded, you can define it by selecting this option and choosing the desired recording server from the list below.	-
Valid From	Using this field you can control the validation interval for the given extension. If the validation of a given extension is changed, the configuration changes will not be propagated automatically to the Recording Servers. The change has to be initiated manually.	-
Valid To	Using this field you can control the validation interval for the extension. If the validation of a given extension is changed, the configuration changes will not be propagated automatically to the Recording Servers. The change has to be manually initiated.	-
Avaya Password	Password field set in the Avaya Communication Manager for the recorded device.	-
Confirm Avaya Password	Confirmation of the Avaya Password field.	It has to match exactly the Avaya Password field above.
Do not request PIN on Recorder Line	This configured extension, used for a Dial-in Recorder port, will not request PIN code for authorization before starting the recording if this option is checked in.	-
MAC Address	MAC address of the phone. This optional field is used by Verba XML Service when the identification of the user cannot be achieved by providing the login name of the user as a parameter in the service URL (e.g. in CUCM Express). For more information, see Configuring the Cisco IP Phone Service.	Maximum length: 32

After filling out the form, press the Save button to save extension data in the database. After saving the data, you have to initiate a server configuration refresh in order to apply the changes to all affected Verba Recording Servers. This type of configuration refresh does not require service restart, so the changes will take effect immediately.

Modifying, invalidating and deleting extensions

To edit an extension entry, click on the desired line of the list showing the registered Verba extensions. After clicking on the line, a new page opens automatically.

To have changes take effect, press the Save button. All conditions, which are described in the previous part, have to be met.

You can invalidate the extension by clicking on the INVALIDATE button. You can make an extension valid by clicking on the MAKE VALID button.

You can delete the extensions by clicking on the DELETE button. Only those extensions can be deleted, which do not belong to a recorded call, which have already been associated to a user.