IPC Unigy
- Kiss, Mate
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:
- Installing a Verba Single Server solution
- Installing a Verba Media Repository
- Installing a Verba Recording Server
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 Field | Description | Template | Available | Available in CDR-Only records | Available in Media-Only records |
|---|---|---|---|---|---|
| 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 |
| From | Source resource (e.g. line number) | Standard | Yes | Yes | No |
| From Info | Recorded trader name | Standard | Yes | Yes | No |
| To | Destination resource (e.g. line number) | Standard | Yes | Yes | No |
| To Info | Recorded trader name | Standard | Yes | Yes | No |
| Direction | The 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 |
| To (Verba) | Name of the Verba user associated with the called party | Standard | Yes | Yes | Yes |
| Location | The hostname of the recording server | Standard | Yes | Yes | Yes |
| End Cause | Normal, Hold | Standard | Yes | Yes | Yes |
| 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 turret/intercom ID | Standard | Yes | Yes | Yes |
| To Device | Recorded turret/intercom ID | Standard | Yes | Yes | Yes |
| Dialed Number | Original dialed number | Standard | No | No | No |
| From IP | IP address of the media source | Standard | Yes | Yes | Yes |
| To IP | IP address of the media source | Standard | Yes | Yes | Yes |
| 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 | IPC Unigy | 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 | No | 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 |
| Device Location | Turret location info | IPC Unigy | Yes | Yes | |
| Audio Source | Audio source device on the turret | IPC Unigy | Yes | Yes | |
| Line Appearance | Line appearance identifier | IPC Unigy | Yes | No | |
| E1 Resource | E1 resource name | IPC Unigy | Yes | No | |
| Billing Group ID | Billing group identifier | IPC Unigy | Yes | No | |
| Session Type | Line, Turret, Speaker, Bridge, Conference, Transfer | IPC Unigy | Yes | No | |
| Line Description | Line label | IPC Unigy | Yes | No | |
| Push to Talk State | Marked segment while PTT is pressed | Marker | Yes | No |