Solution Overview

The QMS Call Recording solution for Avaya IP Office with CTI Web Services employs a combination of Avaya MTCTI-3 Web Services integration and port mirroring to create call recordings. QMS uses a secure web socket to communicate with the Avaya IPO using the MTCTI-3 API to receive call control events at the QMS server. The MTCTI-3 API is available starting with Avaya IPO Release 11.1. Lastly, port mirroring must be enabled and configured on all network switches to which recorded Avaya IP phones are connected. Port mirroring is needed to send the audio streams from the IP phones to the QMS server for recording.