Configuring Recording Serves for IPC Unigy

Owned by Peter Krasznai
Jan 31, 2018
3 min read

Verba Unified Recorder service should be enabled and configured for IPC Unigy recording

Recording director

Add Unigy Zones

Step 1 - Add a new zone with the + icon

Step 2 - Enter Zone VIP CTI URL with the URL of the Unigy CTI service. It should be like http://zone_vip/ctisvc/recording/CSTAService where the host part must identify the Zone VIP. If secure communication is required the URL should be https://.... If https is configured recorder establishes recording channels via SIP over TLS as well.

If secure communication is configured, Verba should be configured to use Unigy trusted certificate

Step 3 - (Optional) Configure local CTI port. This is a port on which Verba listens to CTI events from Unigy after subscription on these. If not filled a random free port is selected in range 1024-65535. If for firewall reasons this should be a specific port then it can be configured. The port must be unique for each zone and free (ie other applications should not use it)

Step 4 - (Optional) Configure Unigy SIP port. If for some reason Unigy does not use the standard/default 5060/5061 ports, then the SIP port number should be configured here.

Configure certificate

(if secure communication is required)

  • SSL/TLS Certificate: Certificate thumbprint (certificate stored in Windows Certificate Store) or PEM/PFX certificate file path. The certificate must be signed by Unigy (see in above section)
  • SSL/TLS Key: If a file-based certificate (PEM) is used the path of the private key file. If it is concatenated to certificate then the same file should be set here 
  • SSL/TLS Key Password: Private key password (applies for file-based certificates)
  • SSL/TLS Trust List: Trusted CA list for validating Unigy's certificate. It can be:
    • empty: no validation on Verba side
    • thumbprint: either self-signed certificate with the thumbprint or CA-signed certificate where CA certificate matches the thumbprint is accepted
    • *: use windows top-level CA store
    • PEM file path: the file should contain certificate chain for Unigy Enterprise

Revise optional settings

  • CDR/Agent Event Subscription Keepalive (seconds): keepalive timer for the subscription, lower value detects failure quicker but causes more load on Unigy

  • Agent State Polling Period (seconds): timer for agent state polling, lower value detects failure quicker but causes more load on Unigy

  • Start Recording by RTP (not by CTI): By default Verba starts recording and waiting for media based on CTI call start/stop events. For more reliability this can be changed to start recording based on arriving media and update the record based on CTI events (if they are arriving). 

  • Unigy Controlled Recording: recording decision from IPC should or not override Verba decision

Media recorder

Besides the general recording specific configuration, there are the following IPC Unigy specific configurations

  • Unified Recorder\Media Recorder\Media Splitting\IPC - Call Splitting (seconds): default value 3600 (1hr). Long calls (Speaker channel/Open lines) will be recorded as multiple records split every x seconds (1hr). This makes easier searching in the recorded content
  • Unified Recorder\Media Recorder\Media Splitting\IPC - Voice Inactivity (seconds): default value 30. If turret stops sending media (even call is still ongoing) and timer elapses we stop the recording. As soon as media starts flowing again we create a new record for this segment. Detecting media activity helps to reduce required storage space (not recording long silence periods) and voice searchability. Voice detection relies on Turret's silence suppression/DTX feature

Configuring 2N recording

Recording Director and Media Recorder(s) belonging to the secondary group should be configured as secondary server.

This can be set by Unified Call Recorder\Secondary Recording Service - Yes option.

Configuring CTI failover

For this setup two Recording Directors needed. One should be set as active CTI service, for this server no additional configuration required, the other as passive. 

The following settings should be changed on passive Recording Director:

  • Passive CTI Service: Set it to yes

  • Active CTI Service Address: Monitoring address (fqdn, hostname, IP) of active Recording Director. If not the default API port is configured it should be specified too in server:port format