5550 IP Console call recording

[alaanajim]

I have upgrade the 3300 to MCD 5.0 along with SRC to support call recording for 5550 IP console.
Everything works like charm except recording for the 5550 console. CRE is able to record the call, but unable to extract the caller ID information due to MiTAI issue. As per Mitel, there is no MiTAI support for the 5550 console and it is multitasking device.

I need few clarification:

1) Where is the problem, is it Mitel side or CRE. And shall I expect future release that might sort out the issue either from Mitel or CRE.
2) There is any work around configuration, that might help the CRE to get the caller ID and other additional information. Like put it in ACD queue.
3) There is any another CRE solution can capture CLID along with recording calls without the need of MiTAI.

Help is really needed.

 

[alaanajim]

This is only to update the thread, if any one experience the same issue or come across such requirement.

I had discussion with one of the CRE providers, they told me that there is no simple solution for this.
As Mitel does not provide MiTAI for the consoles 5550/5540 they cannot get the detailed call information. The SRC upgrade allows for the console to be discovered and connect but does not give us the Meta Data for the call details.

This is the same problem for every call recording supplier.

There are only a couple of situations that differ:

- Trunk side recording would provide details of the console, however this will only record external calls.

- Mitel has a UC Console that uses the Unified Communications application and a standard Mitel phone. As standard Mitel phones do provide MiTAI they can get the call details from this console.

Also they have spoken to Mitel regarding the consoles and there are still no immediate plans to implement MiTAI on the consoles.