IPC Unigy

Overview

Integration utilizes Unigy's active recording interface which consists of the following links:

  • CTI (CDR): agent and CDR/call events
  • SIP (Audio control): establishes recording/media channels, negotiates voice codec and SRTP crypto parameters
  • RTP/SRTP (Audio stream): carries voice media

Recorder service at startup logs in via the CTI link and subscribes to agent and call events. When a trader agent logs in on a turret (the agent can be logged in only on one turret at the same time) the Unigy platform notifies the recorder and the recorder establishes media channels via SIP as per the recording profile configuration of the turret. When a call starts, the recorder receives a call start CTI/CDR event which refers to the related media channel. Based on this information the recorder starts recording the media and creates a database record with the CDR. When the call ends a call end CTI event is received based on which the recorder terminates the recording. At recorder startup, the recorder gets agent login and call start notification for all logged in agent sessions and ongoing calls so can start recording from that point.

IPC Unigy recording features

  • Certified IPC Unigy recording solution
  • 2N and N+1 recorder configurations
  • Compatible with trader voice recording data model
  • Support for VAD (voice activity detection) and media segmentation for long calls
  • Recording of encrypted/secure turrets when available 
  • All types of recording mix layouts are supported

Version support

IPC Switch Name & Model

IPC Unigy

Supported IPC Unigy Versions

1.x or later

Supported Turret Types

IQ/MAX, IQ/MAX Touch, IQ/MAX Edge (100/200)

IQ/MAX Sync, IQ/MAX Omni, Pulse Enterprise, Pulse Mobile

If you are on a different version, contact your IPC representative for more information.

Features not available

  • Silent monitoring only available for Media-Only records
  • Full / Always-on, Do-not-record, Never-record recording modes only (no On-demand, no Controlled)
  • Desktop Screen Capture is not available
  • No support for turret based playback

Deploying IPC Unigy Recording

The following section contains all the necessary steps for setting up an IPC Unigy Recording infrastructure.

Server Sizing

Allocating the appropriate resources to the different servers is crucial. For guidance, see Server sizing and requirements

Preparation

Make sure that all the required prerequisites are installed on each server prior to the installation.

For guidance on configuring the necessary firewall port, visit Firewall Configuration for IPC Unigy recording deployments

Installation

The following articles contain all the step for installing the various server roles:

Configuration

For configuring the system for IPC Unigy recording, see Configuring IPC Unigy recording. 

Resiliency

The system can be deployed in various configurations to achieve resiliency. For more information, see IPC Unigy recorder resiliency.

IPC Unigy metadata

The system captures the following metadata specific to IPC Unigy calls when CTI messages are available. These fields are available through the standard and the IPC Unigy specific custom metadata template.

Metadata FieldDescriptionTemplateAvailableAvailable in
CDR-Only records
Available in
Media-Only records
Start Date StandardYesYesYes
Start Time StandardYesYesYes
End Date StandardYesYesYes
End Time StandardYesYesYes
Duration StandardYesYesYes
FromSource resource (e.g. line number)StandardYesYesNo
From InfoRecorded trader nameStandardYesYesNo
ToDestination resource (e.g. line number)StandardYesYesNo
To InfoRecorded trader nameStandardYesYesNo
DirectionThe direction of the call from the system perspective; requires configuring internal number/domain patternsStandardYesYesNo
Direction (User)Direction of the call from the recorded user perspectiveStandardYesYesNo
From (Verba)Name of the Verba user associated with the calling partyStandardYesYesYes
To (Verba)Name of the Verba user associated with the called partyStandardYesYesYes
LocationThe hostname of the recording serverStandardYesYesYes
End CauseNormal, HoldStandardYesYesYes
Audio Codec StandardYesNoYes
Video codec StandardNoNoNo
Platform Call ID StandardYesYesYes
Silence RatioOnly for media-only recordsStandardNoNoNo
Talkover RatioOnly for media-only recordsStandardNoNoNo
Longest SilenceOnly for media-only recordsStandardNoNoNo
User ID / Agent IDTrader IDStandardYesYesYes
From DeviceRecorded turret/intercom IDStandardYesYesYes
To DeviceRecorded turret/intercom IDStandardYesYesYes
Dialed Number StandardNoNoNo
From IPIP address of the media source, only for media-only recordsStandardYesYesYes
To IPIP address of the media source, only for media-only recordsStandardYesYesYes
From Proxy IP StandardNoNoNo
To Proxy IP StandardNoNoNo
Source PlatformIPC UnigyStandardYesYesYes
Conversation TypeVoiceStandardYesYesYes
Forward Reason StandardNoNoNo
Recording failedOnly for media-only recordsStandardNoNoNo
Media LengthOnly for media-only recordsStandardYesNoYes
Media ErrorOnly for media-only recordsStandardYesNoYes
Voice QualityOnly for media-only recordsStandardYesNoYes
Record TypeCDR-Only, Media-OnlyStandardYesYesYes
2N SourceIn case of duplicate (2N) recording, records are marked as primary or secondaryStandardYesYesYes
Device LocationTurret location infoIPC Unigy YesYes
Audio SourceAudio source device on the turretIPC Unigy YesYes
Line AppearanceLine appearance identifierIPC Unigy YesNo
E1 ResourceE1 resource nameIPC Unigy YesNo
Billing Group IDBilling group identifierIPC Unigy YesNo
Session TypeLine, Turret, Speaker, Bridge, Conference, TransferIPC Unigy YesNo
Line DescriptionLine labelIPC Unigy YesNo
Push to Talk StateMarked segment while PTT is pressedMarker YesNo