BT ITS
Overview
BT ITS recording features
- Certified BT ITS recording solution
- IPSI based recording, no TDM support
- 2N and N+1 recorder configurations
- 2N CTI resiliency deployment option
- Compatible with trader voice recording data model (only)
- Support for VAD (voice activity detection) and media segmentation for long calls
- All types of recording mix layouts are supported
- Support for TMS file and/or LDAP based configuration read
Version support
BT ITS Switch Name & Model | p31, p41, p51, p107 |
---|---|
Supported BT ITS Switch Versions | 18.5.5, 19.6.1, 19.8.1 |
Supported Turret Types | Netrix, Netrix R, Netrix Touchscreen |
IPSI Version | 3.1.7.0 |
ITS Link Version | 5.4.3.0 |
If you are on a different version, contact your BT representative for more information.
Features not available
- Supports trader voice data model only
- Silent monitoring only available for Media-Only records
- No selective recording, extension / recording rule configuration is not applied, the system records everything that is configured on the BT ITS switch side
- Full / Always-on recording mode only (no On-demand, no Controlled, no Do-not-record, no Never-record)
- Desktop Screen Capture is not available
- No support for turret playback
Resiliency
The system can be deployed in various configurations to achieve resiliency. For more information, see BT ITS recorder resiliency.
Configuration
For configuring the Verba system for BT ITS recording, see Configuring BT ITS recording. For BT ITS related configuration, contact your BT representative.
BT ITS metadata
The system captures the following metadata specific to BT ITS calls when CTI messages are available. These fields are available through the standard and the BT ITS specific custom metadata template.
Metadata Field | Description | Template | Available | Available in CDR-Only record | Available in Media-Only record |
---|---|---|---|---|---|
Start Date | Start date of the conversation | Standard | Yes | Yes | Yes |
Start Time | Start time on the conversation | Standard | Yes | Yes | Yes |
End Date | End date of the conversation | Standard | Yes | Yes | Yes |
End Time | End time of the conversation | Standard | Yes | Yes | Yes |
Duration | Length of the conversation | Standard | Yes | Yes | Yes |
User | Name of the recorded user | Standard | Yes | Yes | Yes when CTI is available |
From | DDI Number, Line Number, Trader ID depending on the call scenario | Standard | Yes | Yes | No |
From Info | DDI Label, Line Label, Trader Name depending on the call scenario | Standard | Yes | Yes | No |
To | DDI Number, Line Number, Trader ID depending on the call scenario | Standard | Yes | Yes | No |
To Info | DDI Label, Line Label, Trader Name depending on the call scenario | Standard | Yes | Yes | No |
Direction | Direction of the call from the system perspective, requires configuring internal number/domain patterns | Standard | Yes | Yes | No |
Direction (User) | Direction of the call from the recorded user perspective | Standard | Yes | Yes | No |
From (Verba) | Name of the Verba user associated with the calling party | Standard | Yes | Yes | Yes when CTI is available |
To (Verba) | Name of the Verba user associated with the called party | Standard | Yes | Yes | Yes when CTI is available |
Location | Hostname of the recording server | Standard | Yes | Yes | Yes |
End Cause | Normal, Hold, Device Change | Standard | Yes | Yes | No |
Audio Codec | Audio codec of the recorded streams | Standard | Yes | No | Yes |
Video codec | Video codec of the recorded streams | Standard | No | No | No |
Platform Call ID | Unique conversation identifier received from the recorded platform | Standard | Yes | Yes | Yes |
Silence Ratio | Ratio of silence in the conversation | Standard | No | No | No |
Talkover Ratio | Talkover ratio of the conversation | Standard | No | No | No |
Longest Silence | Length of the longest silence present in the conversation | Standard | No | No | No |
User ID / Agent ID | Trader ID | Standard | Yes | Yes | Yes |
From Device | Recorded console ID | Standard | Yes | Yes | Yes |
To Device | Recorded console ID | Standard | Yes | Yes | Yes |
Dialed Number | Original dialed number | Standard | No | Yes | No |
From IP | IP address of the IPSI board | Standard | Yes | No | Yes |
To IP | IP address of the IPSI board | Standard | Yes | No | No |
From Proxy IP | IP address of the proxy server associated with the calling party | Standard | No | No | No |
To Proxy IP | IP address of the proxy server associated with the called party | Standard | No | No | No |
Source Platform | BT ITS | Standard | Yes | Yes | Yes |
Conversation Type | Voice | Standard | Yes | Yes | Yes |
Forward Reason | Forward reason for the conversation (e.g. forwarded, transferred, team call, delegated, etc.) | Standard | No | No | No |
Recording failed | Indicates if the recording has failed and the metadata was imported during CDR reconciliation | Standard | Yes | No | No |
Media Length | Length of the media file related to the conversation in hhh:mm:ss format | Standard | Yes | No | Yes |
Media Error | Shows the media processing errors during recording | Standard | Yes | No | Yes |
Voice Quality | Overall voice quality check score for the conversation | Standard | Yes | No | Yes |
Record Type | CDR-Only, Media-Only | Standard | Yes | Yes | Yes |
2N Source | In case of duplicate (2N) recording, records are marked as primary or secondary | Standard | Yes | Yes | Yes |
Call Type | Call, Intercom, Group Intercom, Broadcast | BT ITS / IPSI | Â | Yes | No |
Device Type | Speaker, Handset, Intercom | BT ITS / IPSI | Â | Yes | Yes |
Device Instance | Identifies the device instance, e.g. Speaker 1, Speaker 2 | BT ITS / IPSI | Â | Yes | Yes |
Line | Line number | BT ITS / IPSI | Â | Yes | No |
Line Name | Name of the line | BT ITS / IPSI | Â | Yes | No |
Line Type | PSTN MF, Private Wire Manual, PBX MF, … | BT ITS / IPSI |  | Yes | No |
Phantom DDI | Phantom Direct Dial Inward number | BT ITS / IPSI | Â | Yes | No |
Console | Turret ID | BT ITS / IPSI | Â | Yes | Yes |
Console Type | Turret model, e.g. Netrix Button | BT ITS / IPSI | Â | Yes | Yes |
Console Name | Name of the turret | BT ITS / IPSI | Â | Yes | Yes |
Vertical ID | Vertical ID | BT ITS / IPSI | Â | Yes | Yes |
Recorder Channel | Recorder Cluster ID – Recorder Trunk ID – Channel ID | BT ITS / IPSI |  | Yes | Yes |
User Name | Name of the trader | BT ITS / IPSI | Â | Yes | Yes |
DDI | Direct Dial Inward number | BT ITS / IPSI | Â | Yes | No |
DDI Label | Direct Dial Inward label | BT ITS / IPSI | Â | Yes | No |
ELC Group Number | ELC Group Number | BT ITS / IPSI | Â | Yes | No |
Privacy | Marked segment while privacy set | Marker | Â | Yes | No |
Microphone State | Marked segment while the microphone is latched/on | Marker | Â | Yes | No |
Recording on mute | Marked segment while recording on mute is set | Marker | Â | Yes | No |
Participant Joins/Leaves | Barge in participant (trader ID) joins or leaves the call | Marker | Â | Yes | No |