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.

Verint Verba 9.4

Conversation direction and modality support

Conversation direction detection using internal domain and number patterns

Internal Domain, Numbers Pattern Configuration

Example Patterns

Direction based recording

Support matrix