Other Requirements

Also, prior to installing on the server hosting the Call Recording Service, you must ensure that port mirroring has been configured properly on the network switch and that the required network packets are being delivered to the Recording Server. You can check this by installing and running Wireshark (http://www.wireshark.org) and confirming the presence of RTP packets.

You must also ensure that any required Computer Telephony Interface (CTI) components have been installed and configured before installing the Call Recording Service. CTI components are PBX specific:

  • For ShoreTel integrations, ShoreTel TAPI is required.
    You can confirm that TAPI is working by running Microsoft Dialer (available in all Windows installations) and confirming that the extensions to be recorded show up in the device list.

  • For Mitel integrations, the Mitel MiTAI interface is required.
    You can confirm that MiTAI is working by running the MiTAI Extension Test Tool.

  • For Avaya Communications Manager, TSAPI or DMCC is required and must be set up.

  • For Avaya IP Office, TAPI is required and must be set up and configured.

  • For Cisco, TAPI is required when forked audio is being used.

  • For Microsoft Lync, additional components and configurations are required. Refer to the supplementary documents for more information.

  • For all other PBX integrations, CTI events are captured using the port mirror on the network switch.

For more information on PBX integrations, refer to the Quality Management Suite Help.