Conversation direction and modality support
The Verba system detects the direction of each conversation and stores this information in the conversation detail records.
Conversation direction can be one of the following:
Conversation direction | Description |
---|---|
Internal | Conversations between two endpoints inside the organization |
Conference | Conversations where the user is part of a conference |
External | Conversations between two endpoints outside the organization |
PSTN In | Conversations initiated in the PSTN network and coming into the organization |
Federated In | Conversations initiated in a federated network and coming into the organization |
Contact Center In | Conversations initiated in an external network and coming into the organization through a contact center application |
PSTN Out | Conversations initiated inside and going out from the organization to the PSTN network |
Federated Out | Conversations initiated inside and going out from the organization to a federated network |
Contact Center Out | Conversations initiated inside and going out from the organization through a contact center application |
The Contact Center In direction works only when using the following Contact Center applications:
- Luware LUCS
- Workstreampeople Anywhere 365
- Mitel MiContact Center for Microsoft Lync (PrairieFyre)
- Altigen MaxUC Contact Center
- ComputerTalk ICE Contact Center
- Competella
The Contact Center Out direction works only when using the following Contact Center applications:
- Workstreampeople Anywhere 365
- ComputerTalk ICE Contact Center
Conversation direction detection using internal domain and number patterns
This feature allows proper call direction detection for recordings. It is essential when call direction is used in recording rules. By using a simple pattern (regular expression), the system is able to distinguish internal and external participants and set the call direction properly.
The call direction is defined based on the following rules:
Call Direction | Description |
---|---|
Internal | Both participants are a match for the defined pattern |
External | Neither of the participants is a match for the defined pattern |
PSTN In, Federated In | Only the receiving party is a match for the defined pattern |
PSTN Out, Federated Out | Only the initiating party is a match for the defined pattern |
Internal Domain, Numbers Pattern Configuration
Step 0 - The configuration is available for the following service configurations:
- Media Collector & Proxy -> General
- Lync Filter -> General
- Lync IM Filter -> General
- SfB/Lync IM Recorder -> General
- Passive Recorder -> Basics
- Unified Call Recorder -> Recording Providers -> General
- Avaya Recorder -> Avaya DMCC
- Cisco Compliance -> IM Recording
Step 1 - In the Verba web interface click on Configuration > Servers and select your server, or select the appropriate Configuration Profile at Configuration > Configuration Profiles.
Step 2 - Click on the Change Configuration Settings tab.
Step 3 - Expand the service fields that are shown in Step 0.
Step 4 - Configure the Internal Domain, Numbers Pattern field. Standard regular expressions are used.
Step 5 - Click the Save icon to save your settings.
Step 6 - A warning appears: " There are tasks to be executed...", click on the click here link.
Step 7 - Inspect the list of tasks that wait for execution and click on Execute Selected Tasks.
All settings for the services that are used should contain the same pattern. Otherwise, it can lead to missing recorded conversations when "Recorded Directions" condition is set to something different than "all".
The new settings take effect only on new calls since the call direction decision is made during the recording of the call.
Example Patterns
For regular expression language please refer to https://msdn.microsoft.com/en-us/library/az24scfc(v=vs.110).aspx.
To check and validate your regular expressions, you can use http://www.regexr.com/.
Example domains, numbers:
- 1{DID}@128.144.122.12
- 12143221234@128.144.122.12
- some_extension_name@128.144.122.12:5080
- other_extension_name@voip.example.com
- extension_name@123456_subaccount
- {DID}@123456_subaccount
Example Description | Example Pattern |
---|---|
Match your domain | .*@yourdomain\.com |
Match SIP URI that starts with "verba" plus one or more charaters and ends with "@yourdomain.com" | verba(\w+)@yourdomain\.com |
Match extension name that starts with "ext" plus one or more charaters and ends with "@128.144.122.12:5080" | ext(\w+)@128\.144\.122\.12:5080 |
Match one digit numbers | [0-9] |
Match four digit numbers | [0-9]{4} |
Match numbers that start with 1213 and has one or more numbers at the end | 1213[0-9]+ |
Match numbers that start with +1213 and has one or more numbers at the end | \+1213[0-9]+ |
Match numbers that start with 1213 and has 3 additional numbers at the end | 1213[0-9]{3} |
Match optional + sign at the beginning of a number | \+*1213 |
Multiple conditions, match numbers that start with +12 or +13 plus one or more numbers at the end | \+(12|13)[0-9]+ |
Multiple conditions, SIP URI / numbers | .*@yourdomain\.com|1213[0-9]+ |
Multiple conditions, multiple numbers | 1213|1214|1215 |
Direction based recording
Extensions can be configured so that only certain directions are recorded. For example, some extensions should be recorded internally, but for others only PSTN incoming calls.
Support matrix
The following table shows the supported direction based recording rules for a modality and recorded platform.
Modality | Service | All | Internal | PSTN In | PSTN Out | External | Federated In | Federated Out | Contact Center In | Contact Center Out | Conference |
---|---|---|---|---|---|---|---|---|---|---|---|
Voice | Avaya DMCC/JTAPI | Yes | Yes | Yes | Yes | Yes | No | No | No | No | Yes |
Passive Recorder | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | |
| Unified Call Recorder | Yes | Yes | Yes | Yes | Yes | Yes | Yes | No | No | No |
Cisco network-based recording does not support call direction rules defined in the extension configuration! You can find more information below the table. | |||||||||||
Analogue and Radio Recorder | No ACL support | ||||||||||
Centile Connector | No ACL support | ||||||||||
Cisco MediaSense Connector | Yes | No | No | No | No | No | No | No | No | No | |
Verba Import (Symphony) | Yes | Yes | No | No | Yes | No | No | No | No | No | |
Verba Import (Cloud9) | Yes | Yes | No | No | No | No | No | No | No | No | |
Verba Import (RingCentral) | Yes | Yes | No | No | Yes | No | No | No | No | No | |
Verba Import (CyberTwice) | Yes | Yes | No | No | Yes | No | No | No | No | No | |
Video | Passive Recorder | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes |
Unified Call Recorder | Yes | Yes | Yes | Yes | Yes | Yes | Yes | No | No | No | |
Verba Import (Symphony) | Yes | Yes | No | No | Yes | No | No | No | No | No | |
Instant Messaging | SfB/Lync IM Recorder | Yes | Yes | No | No | Yes | Yes | Yes | No | No | Yes |
Cisco Compliance | Yes | Yes | No | No | Yes | Yes | Yes | No | No | Yes | |
Verba Import (Symphony) | Yes | Yes | No | No | Yes | No | No | No | No | No | |
Desktop Screen | Screen Capture Multiplexer | No ACL support | |||||||||
Screen and Application Share | Passive Recorder | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes |
Verba Import (Symphony) | Yes | Yes | No | No | Yes | No | No | No | No | No | |
Whiteboard | Verba Import | Yes | Yes | No | No | No | No | No | No | No | Yes |
Poll / Q&A | Verba Import | Yes | Yes | No | No | No | No | No | No | No | Yes |
File Share | Verba Import | Yes | Yes | No | No | No | No | No | No | No | Yes |
SMS | Verba SMS Recorder | Yes | Yes | Yes | Yes | No | No | No | No | No | No |
Although the Unified Call Recorder service is used, direction differentiation is not possible this way when using Cisco network-based recording. To see what options exist to enforce direction support with Cisco network-based recording refer to the Advanced Cisco Call Recording Rules article.
To see which modalities can be recorded for which platform, refer to the Modality and recorded platform support matrix article.
To see how to configure which modality and direction should be recorded, refer to the Extension details article.