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 / phone numbers / SIP URIs only, administrators have to define the extension 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 configuration. The page is available by clicking on the Users / 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 / SIP URIs 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 communication 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 / SIP URIs. Through user-extension assignment, Verba can apply linking information for the above-mentioned services.

Adding an extension

The extensions can be line numbers, SIP URIs or User IDs in the case of turret recording. In the case of high number extensions, instead of adding all of them manually, the Active Directory synchronization can be used.

Step 1 - Go to the Users \ Extensions menu.

Step 2 - Click on the Add New Extension link in the upper right corner.

Step 3 - Provide the line number or the SIP URI (without the "sip:") in the Extension field. This has to be exactly the same as what configured on the PBX side.

- In the case of turret recording, the User/Agent ID has to be provided.
- In the case of Microsoft Teams, the User Object ID has to be provided.

Step 4 - Provide a Verba user in the User field. Recorded conversations will be assigned to Verba users based on this setting. The Communication Policies also identify the Verba users in the communication sessions based on this setting. For more information, see Adding a New User.

Step 5 (Turret and MS Teams only) - Set the Type setting to User/Agent ID.

Step 6 - Set the recording settings according to the requirements under the Recording Settings section.

Step 7 - Click Save.

Step 8 - A notification banner will appear on the top. Click on the click here link, so you will be redirected to the Configuration Tasks tab. Click on the Execute button in order to execute the changes.

Extension configuration details

This shows the basic configuration options for the conversation 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	Recording modes to control how conversations are recorded, captured or imported, whether it requires user interaction or not. The following valid values apply: Full On-demand Controlled Controlled, Auto-start Do not record Never Record Relay Only Announcement Only For more information, see Recording modes	-
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 has already been associated with a user.