Supported Telephony Platforms
Matrix of Support Features by PBX
| Alcatel TSAPI | Avaya CM DMCC | Avaya IP Office | Avaya CS1000 | Cisco CUCM | Cisco Forked Audio | Cisco Webex | Innovaphone | Microsoft Skype for Business | Microsoft Teams Contact Center | Microsoft Teams Native | Mitel | Mitel SRC | NEC SV8100 | NEC SV8300/SV8500 | NEC Forked Audio | ShoreTel | Generic SIP | SipRec | WebRTC via FreeSwitch | |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
Internal Call Recording |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
No |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Call Chaining |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
No |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
User Mobility |
No |
Yes |
Yes |
Yes |
Yes |
Yes |
No |
No |
Yes |
Yes |
Yes |
No |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
No |
DNIS Support |
No |
No |
No |
No |
Yes |
No |
Yes |
No |
No |
No |
No |
Yes |
Yes |
No |
No |
Yes |
Yes |
Yes |
Yes |
Yes |
Concurrent Call Recording |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
No |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
No |
No |
Yes |
Yes |
Yes |
Yes |
Yes |
PBX Side Call Encryption |
No |
No |
No |
No |
No |
Yes |
No |
No |
Yes |
No |
Yes |
No |
Yes |
No |
No |
No |
No |
No |
No |
No |
Phone Initiated Recording |
No |
No |
No |
No |
Yes |
Yes |
Yes |
No |
No |
No |
No |
No |
No |
No |
No |
Yes |
No |
No |
No |
No |
Dual Endpoint Recording |
Yes |
No |
No |
No |
Yes |
No |
No |
No |
No |
No |
No |
No |
No |
No |
No |
No |
No |
No |
No |
No |
Private Line Appearances |
Yes |
No |
No |
No |
Yes |
No |
No |
No |
No |
No |
No |
No |
No |
No |
No |
No |
No |
No |
No |
No |
Port Mirroring Required |
No |
No |
Yes |
Yes |
Yes |
No |
No |
Yes |
No |
Yes |
No |
Yes |
No |
Yes |
Yes |
No |
Yes |
Yes |
No |
No |
CTI System Required |
Yes |
Yes |
Yes |
Yes |
No |
Yes |
No |
Yes |
No |
No |
No |
Yes |
Yes |
No |
No |
Yes |
Yes |
No |
No |
Yes |
Additional Licensing Required |
Yes |
Yes |
Yes |
Yes |
Yes |
No |
No |
No |
No |
No |
No |
Yes |
Yes |
No |
No |
Yes |
Yes |
No |
No |
No |
Vendor Certified |
No |
No |
No |
No |
Yes |
Yes |
No |
No |
Yes |
No |
No |
No |
No |
No |
No |
No |
Yes |
No |
No |
No |
QMS High Availability Supported |
No |
Yes |
No |
No |
Yes |
Yes |
Yes |
No |
Yes |
Yes |
Yes |
No |
Yes |
Yes |
Yes |
Yes |
No |
Yes |
Yes |
Yes |
Speech Analytics Supported |
Yes |
No |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
No |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Alcatel TSAPI
QMS can record an Alcatel OXE user’s calls using the Alcatel OXE’s IP Dedicated Recording Link (IP DR-Link).
Method of audio capture: Direct RTP stream from phones to QMS
Method of call event capture: TSAPI
Avaya Communications Manager with DMCC
Avaya’s Device Media Call Control (DMCC) API provides a method of recording calls without the need for network mirroring.
Method of audio capture: DMCC API
Method of call event capture: DMCC API
Licensing: Avaya AES server is required. One TSAPI Basic license and one DMCC license is required per recorded user. For HA deployments two DMCC licenses are required per recorded user (one for each recording server).
Avaya IP Office
Recording on Avaya IP Office utilizes a combination of network mirroring and the Avaya TAPI service provider.
Method of audio capture: Network mirroring
Method of call event capture: Avaya TAPI service provider
Licensing: One Avaya CTI Link Pro license required per PBX
Special configuration needed: SNMP must be enabled on the PBX and PBX user ID’s must be specified in the QMS user configuration in order for user mobility to work. See Avaya IP Office Integration Guide for more details.
Avaya IP Office CTI Web Services
Recording on Avaya IP Office utilizes a combination of network mirroring and the Avaya MTCTI-3 Web Service provider (Available on Avaya IPO Release 11.1 or higher).
Method of audio capture: Network mirroring
Method of call event capture: Avaya MTCTI-3 Web Service provider
Licensing: One Avaya CTI Link Pro license required per PBX
Special configuration needed: SNMP must be enabled on the PBX and PBX user ID’s must be specified in the QMS user configuration in order for user mobility to work. See Avaya IP Office CTI Web Services Integration Guide for more details.
Avaya CS1000
QMS can operate with Avaya CS1000 in one of two modes. The standard mode is for basic configurations where users sit at the same extension each day. For situations where agents hot-desk, QMS can be put into contact center mode and will track Symposium agent logins allowing calls to be associated with agents regardless of what extension they are at. Special configuration is required to enable this feature.
Method of audio capture: Network mirroring
Method of call event capture: Enghouse Interactive CTI Connect via Avaya Meridian Link Services (MLS)
Licensing: MLS must be purchased separate and installed in advance. CTI Connect must be licensed.
Cisco Unified Communications Manager (Network packet capture)
Utilizing network packet capture for a Cisco UCM environment has some advantages over using Dual Media Streaming (DMS). There are two features that are completely unique to this environment that are not available when using DMS: Dual endpoint recoding and private line appearances.
Dual endpoint recording allows the user two have two separate phones in use at the same time and is designed for situations where the user has both a hard phone on their desk and a soft phone running on their PC. Assuming that both devices are in separate network subnets, QMS will allow the same primary extension to appear as the first line appearance on both devices.
The private line appearances feature allows the QMS administrator to designate one extension on the user’s phone as private meaning that no calls to or from that extension will be recorded.
Multi-port ATA proxies are not supported with this integration. Single-port ATA devices are supported. If multi-port ATA devices are in use then consider either using Dual Media Streaming (assuming the ATA has Built-in-bridge support) or a hybrid installation of both network mirroring and DMS.
Method of audio capture: Network mirroring
Method of call even capture: Network mirroring
Licensing: For SCCP endpoints, one SCCP license per recorded endpoint must be purchased from Enghouse Interactive. SIP endpoints do not require this license.
Cisco Unified Communications Manager (Dual Media Streaming)
Choosing to implement Dual Media Streaming with Cisco UCM is a good choice when the customer environment does not support network mirroring or the customer does not have network engineers available to maintain a network mirroring environment. It can also be used to record remote sites when having call recording services at each site is not desirable.
There are a few limitations with this integration type. The minimum Cisco UCM version supported is version 7. Cisco UC5xx or Communications Manager Express are not supported and must use network capture instead. All phones must support the Built-in-bridge feature.
Method of audio capture: Built-in-bridge. Phones must have a network route to send data to the Call Recording service.
Method of call event capture: Cisco TAPI service provider
Cisco Webex
The QMS Call Recording solution for Cisco Webex can only download recordings made by Webex. QMS does not make any recordings itself in this integration, because an audio stream is not made available from Webex. Recordings are downloaded via the Webex API.
Method of audio capture: n/a (recordings are downloaded via API)
Method of call event capture: n/a
Microsoft Skype for Business
QMS supports four recording methods for Microsoft Skype for Business:
-
Recording can be performed via packet capture of RTP traffic on user desktops
-
Recording can be performed via packet capture of RTP traffic at a network data switch
-
Calls can be forced to route through the Edge server, providing a single point of capture for recording
-
Calls can be captured at the Skype for Business Mediation server
All four recording methods require deployment of a software component called the QMS NetService onto all Skype for Business Front End servers and SBA appliances within the Skype for Business deployment. The QMS NetService requires special elevated permissions for the installation and the account it runs under also requires special permissions. Please refer to the Enghouse Interactive Skype for Business Installation Guide for more details.
| Internal calls | PSTN calls | Skype for Business Clients | Hard phones | Edge calls | |
|---|---|---|---|---|---|
Audio capture at desktop |
Yes |
Yes |
Yes |
No |
No |
Audio capture at network switch |
Yes |
Yes |
Yes |
Yes |
No |
Audio capture at Edge server |
Yes |
Yes |
Yes |
Yes |
Yes |
Audio capture at Mediation server |
No |
Yes |
Yes |
Yes |
No |
Audio Capture on Desktop
The RTPDataCollector component is a QMS service that is used to capture Skype for Business audio at a source and redirect it to the QMS Recording Service. When no hard phones are in use and the user is only using Microsoft Skype for Business client software for voice communications, the RTPDataCollector can be installed directly on the user’s desktop PC. The advantages of this method is that it does not require any modifications to the call route nor does it require network level mirroring in order to get the audio required for recording. The disadvantage to this method is that it requires software to be installed on each PC that a recorded user could potentially use. This method of audio capture typically does not work for users working outside of the network and connecting through the Edge server.
It should be noted that network adapters that become available after system boot up can sometimes pose issues with capturing packets when using this method of recording. Specifically, laptop computers that are booted with Wifi turned off at boot up or are placed into a docking station with a hard-wired network connection may not always capture packets from those adapters until the system has been rebooted.
It is recommended that the customer have a software deployment system or strategy in place to avoid having to manually install the RTPDataCollector on each desktop. Automated deployment tools are not provided for this component, however once installed the RTPDC component will auto-update itself if the QMS server version is updated.
Audio Capture at Network Switch
Audio can be recorded on Microsoft Skype for Business very similar to how audio is recorded for many other telephony systems: by mirroring a network switch or VLAN. The advantages of this method are that both soft phones and hard phones can be easily captured from a single location. One potential disadvantage to consider in this case is that in Microsoft Skype for Business deployments, voice traffic typically does not travel over a separate voice network but instead uses the same data network that all other computer traffic is running through. This may create a larger load on the network switch as there is more traffic to mirror. This method of audio capture typically does not work for users working outside of the network and connecting through the Edge server.
When configuring this method of recording, no RTPDataCollector or Packet Forwarding Service is required. The network mirror should be connected directly to the computer running the QMS Recording Service.
Audio Capture at Edge Server
When QMS is configured in Edge recording mode, all calls are directed through the Skype for Business Edge server. This creates a single point of capture for all calls. The advantages of this method is that it eliminates the need for software on desktop PC’s, eliminates the need for network mirroring, and allows recording of calls that cannot be accomplished via other recording methods such as Edge-to-internal calls, Edge-to-PSTN calls, and Edge-to-Edge calls. The disadvantages of this method are that the Edge server will need to be scaled to accommodate the additional traffic and all recorded endpoints will need to have an available route to the Edge server. The Packet Forwarding Service is a QMS component that needs to be installed on the Edge server in order to forward audio packets to the QMS server.
A drawback of Edge Server Recording is the Skype for Business concept of "early media". The first few seconds of audio, the "early media", might be sent directly between endpoints and as a result, call recordings will be missing this first few seconds of audio. See the Skype for Business Integration Guide for more details.
Audio Capture at Mediation Server
In some cases, if the Edge server will not work due to routing issues, the Skype for Business Mediation server may work as a single audio collection point assuming that Media Bypass has been turned off in the Skype for Business deployment. This configuration may have more limitations on what can be recorded than standard Edge recording scenarios. The Packet Forwarding Service is a QMS component that needs to be installed on the Mediation server in order to forward audio packets to the QMS server.
Microsoft Teams with Enghouse Contact Center
Recording on Microsoft Teams is possible when paired with Enghouse Contact Center. Recording is achieved from the FreeSwitch intermediary (installed with Contact Center) rather than Teams itself.
Method of audio capture: Network mirroring
Method of call event capture: Network mirroring
Microsoft Teams Native Recording
Recording on Microsoft Teams is also possible via Microsoft APIs. This integration requires that an Azure Bot be created and configured to point to the QMS recorder. The QMS recorder must be deployed on a VM hosted in Azure.
Method of audio capture: Microsoft API
Method of call event capture: Microsoft API
Mitel (Network packet capture + MiTAI)
While less costly from a licensing perspective, recording Mitel using network mirroring has a few limitations:
-
Media encryption must be disabled on the PBX
-
Mitel ACD is supported only if users do not change desks each day
-
Teleworker users cannot be recorded
Method of audio capture: Network mirroring
Method of call event capture: Mitel MiTAI
Additional licensing required: Mitel MiTAI license must be purchased from Enghouse Interactive.
Mitel (Secure Recording Connector / Mitel Border Gateway)
Using Mitel SRC is the recommended solution if either network mirroring is not desired or if the limitations mentioned above are not acceptable (for instance, hotdesking support is required). This solution allows the audio to be encrypted all the way from the phone to the call recording service, enhancing security. QMS supports single SRC servers as well as SRC servers running in a redundant configuration.
Method of audio capture: Secure Recording Connector / Mitel Border Gateway
Method of call event capture: Mitel MiTAI
Additional licensing required: Mitel MiTAI license must be purchase from Enghouse Interactive. Mitel SRC server and licensing is also required.
NEC SV8100/SV9100
The QMS integration with NEC SV8100/SV9100 PBX’s is a basic network mirroring based integration and will function with any NEC-SIP endpoint.
Method of audio capture: Network mirroring
Method of call event capture: Network mirroring
NEC SV8300/SV8500/SV9300/SV9500
The QMS integration with NEC SV8300/SV8500/SV8300/SV9500 is a basic network mirroring based integration and will function with any Protims protocol endpoint (such as DTerm phones) as well as with any NEC-SIP endpoint.
Method of audio capture: Network mirroring
Method of call event capture: Network mirroring
NEC SV9500 Forked Audio
The QMS integration with NEC SV9500 is also possible with a forked audio based integration and will require NEC phones with a built-in-bridge capability.
Method of audio capture: Built-in-bridge
Method of call event capture: NEC OAI
Additional licensing required: NEC recording license.
ShoreTel
When designing a ShoreTel deployment, please note that the servers running the Call Recording Service must be a Windows Server platform. This is due to a limitation with ShoreTel’s TAPI service provider. Calls for remote users that utilize features such as Find Me/Follow Me and remote extension assignment will not be recorded.
Method of audio capture: Network mirroring
Method of event capture: ShoreTel TAPI service provider
Additional licensing required:
-
For ShoreTel v6 and prior: ShoreTel DVS license is required (ShoreTel part #21020)
-
For ShoreTel v7 and later: ShoreTel DVS or ShoreTel TAPI application license (ShoreTel part #30049) is required.
Innovaphone
Recording on Innovaphone utilizes a combination of network mirroring and the Innovaphone TAPI service provider.
Method of audio capture: Network mirroring
Method of call event capture: Innovaphone TAPI service provider
Generic SIP
Most telephony platforms that utilize SIP phones that comply with RFC 3261 can be recorded by QMS with no special configuration required.
Method of audio capture: Network mirroring
Method of call event capture: Network mirroring
SipRec
QMS can function as a Session Recording Server (SRS) for a Session Recording Client (SRC), which is typically a border device such as a Cisco CUBE.
Method of audio capture: Duplicated audio stream
Method of call event capture: SIP dialogue between QMS and SRC
WebRTC via Freeswitch
QMS records Enghouse Interactive Contact Center agents using WebRTC via the Freeswitch intermediary.
Method of audio capture: Forked audio stream from Freeswitch.
Method of call event capture: Event subscription via Freeswitch Event Sockets Library.
Compatibility with other telephony applications
How QMS will interoperate with other telephony applications needs to be carefully considered. Two types of applications have the potential to produce unexpected call recording results when used alongside QMS.
Dialer applications
The use of some kinds of outbound dialers, such as predictive dialers, can pose challenges to recording calls. Some types of dialer applications will create a single call (from the PBX’s perspective) to the recorded user’s phone for the entire duration that the user is logged into that application. The dialer will then deliver other calls to the user over this single open call. In this case, QMS will end up making a single recording for the duration that the user is logged in. The exception to this is if the customer is using the Enghouse Interactive IAT Smartdial product, which has been integrated with QMS. When customers have a need to make separate recordings for each call when using a third party dialer application as describe above, the Enghouse Interactive Advanced Services team should be consulted to see if a full solution can be provided.
Contact center applications
QMS can successfully record most contact center applications. The one situation that needs to be carefully considered is when a non-Enghouse Interactive contact center product is being used and the agents utilize a contact center hot-desking feature that does not require them to be at the same phone extension each day. There are two possible solutions in this case:
-
Give each agent a unique extension that they will use each day. Even if they move desks, many telephony systems have the ability to have extensions move from phone to phone with the user. If the user has an extension that only they use, QMS will be able to record it and associate all calls with that agent.
-
Add unnamed extension users to QMS rather than actual user names. If each extension that an agent could possibly use is added to QMS as a separate user, the calls will be recorded but QMS won’t have information on which agent was at a particular extension for the day. In this scenario, finding a recording for a particular agent becomes more challenging as the user searching for the recording will need to know which extension the agent was using on a particular day.
When QMS is integrated with either Enghouse Interactive Contact Center: Enterprise or Enghouse Interactive Communications Center products, additional functionality is available as part of the integration between the products. In addition to the typical functionality of QMS, users will also get:
-
Queue information in search results
-
Agent hot-desking support
-
Recording profile rules that can be based on contact center specific information such as queue based recording
-
Additional contact center specific information attached as flags to recordings