CMAPI Call Recording

[Furface64]

Has anyone managed to get this to work? We are trying to get it going and are so close yet something is missing.
We can do the process manually, register softphone, recieve call and conference softphone, get recording, but we obviously need to do this automated and can't seem to get that to work. Using the same commands that the manual process uses we are getting an exception error about talking about the tlink.

Anyone know how to handle this? Can someone help us get this going?

Thanks

 

[nohuhu]

Furface64,

you could start with stating which exactly cmapi recording system you're trying to set up. there are several, you know.

 

[Furface64]

Well we are using the DMCC method. Call comes in to an agent. We need the system to conference in a virtual softphone and then redirect the audio to a server. We can do all the steps manually and get it to work. We can't seem to automate it. We need to automate the part where the system conferences in the virtual phone when an agent or extension gets a call.

Think you could help?

 

[nohuhu]

Furface64,

which system? is it nice or witness or verint? which version? or is it your in-house development?

 

[Furface64]

In House.

 

[nohuhu]

Furface64,

okay, now i got it. you don't need a manual, you need technological description. let's go with it.
since you're talking about cmapi, you're using avaya acd. it won't hurt to know which cm version you're at and which aes version too but i'll go with the common principle. all industrial cmapi recording systems have to do at least three things: know that there's a call at the agent's extension, connect to a call when it comes in and receive the resulting voice stream. latter two tasks are accomplished via cmapi and starting with cm5/aes4.2 the first task should be doable with it too but afaik nobody support that yet. the most common approach to the first task is to use tsapi for monitoring agents' extensions. from your problem description it isn't clear which exact task you can't accomplish but i would suggest that you start small and then go big. in your cmapi application, go off hook and dial service observing feature access code followed by the extension number you want to record. this is the most basic way of doing all calls recording with cmapi, it is used by witness contactstore for example and doesn't require tsapi licenses. however, it won't give you much detailed information about calls and won't allow you to do selective recording. if you want that you should know when to start recording and when to stop it, for that most probably you'll need tsapi monitoring just like everybody other does. tsapi is not related to cmapi, it's "classic" cti. the selective recording process is more complicated than all calls, like that: you monitor desired extensions via tsapi and when a call comes in you either go off hook on your virtual extension and dial service observing fac followed by desired extension number or use tsapi again but this time to control your virtual extension and use single step conference to hook in a call. these two methods work almost the same way except that single step conferencing is much faster (no conversation loss on recording start) and it is available only via cti methods. after a call ends you see that event via tsapi monitoring and drop connection on virtual extension.
it's a bit complicated to comprehend at first but when you grasp the idea it's really pretty simple.

 

[nohuhu]

Furface64,

oh and one more thing: using service observing, don't forget to use "list trace station" command on your virtual extension to see what's going on. there may be a plenty of possible configuration errors not directly related to cmapi or tsapi so tracing that extension often helps enormously.

 

[Furface64]

Ok I understand what you're saying here. We would like to avoid service observing and use conferencing.

 

[nohuhu]

Furface64,

darn, this forum seems to be moderated too heavily. my skype handle is dwaleen, try to reach me there if you wish.