Aura CM 3rd Party Conferencing through AES

[PrimeABTech]

Hello folks, we have migrated from a CS1000, to a new Aura Communication Manager RLS 7.0.1

We tried to move over our Telstrat Engage Call Recording this weekend.
Our CM is HA, with two sets of virtual servers.
AES is only not HA.
The and our recording server is in the same VLAN IP Scheme.


We are able to record outbound users calls, however on inbound calls, there is no information from the TSAPI or CTI Link coming across to capture this. We did have an issue getting the softphones to login, but we learned we had to unsecure the CTI link for the H323 softphones to register.

Anyone have this working on there environment? I did find the one reference in the patches below, but I am not confident it is part of our issue. Any thoughts or help would be awesome.


Patch note to upgrade to 7.0.1.1
CM-12292

1. CTI applications performing call control in CM (Communication Manager) through AES (Application Enablement Services) and ASAI (Adjunct Switch Application Interface). 2. 3PCC (Third PartyCall Control) configured on Communication Manager (CM) integrated with the AES

Calls initiated using the 3PCC "Make Call" functionality while the station was off-hook failed.

7.0.1.0.0

 

[kyle555]

Doesn't sound like your problem. That's more for apps that make a call from/for your phone.

How's Telstrat setup? Service observe/single step conference/split register? Those are the 3 different ways a recording app can use AES.
Service observe is the feature code a supervisor uses to listen in.
Single step conference is your app telling AES to tell the agent phone to conference in extension 101 if your recording port happened to register a softphone at extension 101

And split registration is a bit newer and not adopted much, but that's where Telstrat would register a second instance of the particular agent phone to fork the audio.

I'd reckon you're either service observe or single step conference.

AES and TSAPI provide a lot of flexibility on which calls can be recorded, but some care must be taken on how to implement that. You can monitor stations, agents, hunt groups, vdns, etc. You can record only ACD calls or all calls and so on and so on. It depends how Telstrat implements it, but check their devconnect note.

What I'd suggest you check is if you're monitoring hunt groups and/or VDNs and/or agents. A pretty common setup is to add a dummy hunt group that all agents are a part of but never gets any calls routed to it. You tell the recorder to burn 1 TSAPI license monitoring that hunt group and it will know who's logged in and out of that hunt group - which ultimately means all the agents in your call center.

Then, you'd monitor each VDN that receives calls and get information about the progress, and once it lands on a agent you're interested in recording, that's when your app pulls the trigger to initiate a single step conference to a recorder port.

So, if you're saying that you're not getting any information from TSAPI to Telstrat when an inbound call lands on your agent, it's almost certainly because Telstrat isn't subscribing to that information via TSAPI in the first place. So, it's a config issue.

But, somewhere in there must be a spot where you tell Telstrat what agents/hunts/VDNs to monitor and I'd bet you're missing just a little something in that config.

 

[PrimeABTech]

Thanks we are doing a single step conference. All users are presently just individual users and not part of any hunt group. We have 25 Softphones setup, as H323, Softphone allow. I did read about other 3PCC that needed Auto Answer turned on, and add a release key. But that to me, didn't seem like anything.

We even tried them as H323 users and SIP users, neither way seemed to matter. But only in the SIP users do you get the 3PCC option to set to Avaya.

Would it not be fair, if we are getting info for the outbound calls, it is more something in the Telstrat config? They keep coming back saying its an Avaya issue, of course..

I should mention this is not a call center either. Just random users in different groups that are mandated to be recorded

Thanks

 

[kyle555]

Wow. Ok, that's pretty straightforward. Don't worry too much about 3PCC. A single step conference certainly sounds like a 3rd party controlling your call, but it's not the explicit definition of what you're trying to do.

Can you have an internal station that is not recorded call one of these phones and get recorded? Is it only/have you only tried incoming trunk calls?

And just to be clear, it's not like 101,102,103 are recorded and all share a gaggle of bridged appearances of 100 and they're answering calls on call-appearances for 100, right? If you're doing something like that, try to dumb down the call flow a bit to test it out.

Otherwise, it sounds like Telstrat tosses up a TSAPI monitor on the station. It learns when the station places a call, so I can't see why it wouldn't get advised of anything when the same station receives a call.

 

[PrimeABTech]

Yes it’s very basic. No bridged extensions or hunt groups.

Internally set to set records.

Outbound records.

Weird thing is we called from a cell phone we are using for equinox and ECC500 so it’s a known entry in the system it shows that inbound recorded call. But the system sees that call as a call from internal extension, why it records it.

@#$@$#$@#$#@$@$#@$#@$@...

 

[kyle555]

Then maybe check the COR of incoming trunks vs that of stations - maybe something in there is blocking you.

Otherwise, check your TSAPI logs for those calls that come in that are not recorded. There's got to be something there.

 

[PrimeABTech]

Trunks are core 2. Stations core 6. So that shouldn’t be an issue.

Running bare tail and I never seen the calls firing at all

I go into logs but don’t see anything that would reference TSAPI logs in AES.

Thanks again