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Customer Guide to Oracle Acme Packet SRR Integrations
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Page 1: Customer Guide to Oracle Acme Packet SRR Integrations · Oracle Acme Packet SRR Integration Overview Customer Guide to Oracle Acme Packet SRR Integrations 7 Oracle Acme Packet SRR

Customer Guide to Oracle Acme Packet SRR Integrations

Page 2: Customer Guide to Oracle Acme Packet SRR Integrations · Oracle Acme Packet SRR Integration Overview Customer Guide to Oracle Acme Packet SRR Integrations 7 Oracle Acme Packet SRR

Introduction

2 Customer Guide to Oracle Acme Packet SRR Integrations

Customer Guide to Oracle Acme Packet SRR Integrations

Version: Oracle Acme versions 7.x are supported. This guide should be used with NICE Uptivity v5.6 or later.

Copyright: ©2020 NICE inContact, Inc.

Contact: Send suggestions or corrections regarding this guide to

[email protected].

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Introduction

Customer Guide to Oracle Acme Packet SRR Integrations 3

Table of Contents

Introduction ................................................................................................ 5

Audience ................................................................................................. 5

Goals ...................................................................................................... 5

Assumptions ............................................................................................ 5

Need-to-Knows ........................................................................................ 6

Customer Responsibilities .......................................................................... 6

Oracle Acme Packet SRR Integration Overview ........................................... 7

Known Limitations and Considerations ......................................................... 8

Oracle Acme Packet Requirements............................................................... 8

Hardware ............................................................................................. 8

Software .............................................................................................. 8

Licensing .............................................................................................. 9

NICE Uptivity Requirements ....................................................................... 9

Network ............................................................................................... 9

Hardware ............................................................................................. 9

Software .............................................................................................. 9

Licensing .............................................................................................. 9

Customer Configuration Overview ............................................................. 10

Customer Integration Tasks ...................................................................... 11

Configure Session Replication ................................................................... 11

Configure the SBC to Generate a UCID ....................................................... 13

Header Manipulation Rules Overview ......................................................... 14

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Introduction

4 Customer Guide to Oracle Acme Packet SRR Integrations

Configure Header Manipulation Rules for AACC ............................................ 14

Configure Inbound Trunk Groups ............................................................ 14

Configure Outbound Trunk Groups .......................................................... 15

Configure the AddU2U Rule ................................................................... 15

Configure High Availability (Optional) ......................................................... 17

Customer Administration Tasks ................................................................ 19

Channel Configuration Settings for Voice Boards .......................................... 20

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Introduction

Customer Guide to Oracle Acme Packet SRR Integrations 5

Introduction

Audience

This document is written for customers and prospective customers interested in

using NICE Uptivity in an environment using Oracle Acme Packet Session Border

Controllers (SBCs) and Session Replication for Recording (SRR). Readers who will

perform procedures in this guide should have a basic level of familiarity with IP

telephony, general networking, the Windows operating system, Oracle/Acme

Packet, the CTI source being used, and NICE Uptivity.

Goals

The goal of this document is to provide knowledge, reference, and procedural

information necessary to understand a proposed NICE Uptivity integration using

Oracle Acme Packet SRR, and to configure the Oracle and CTI source equipment to

support the integration.

This document is NOT intended as a specific system or network design document. If

further clarification is needed, consult with your telephony vendor(s).

Assumptions

This document assumes the reader has access to an NICE Uptivity Sales Engineer,

Project Manager, or other resource to assist in applying this information to the

reader's environment.

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Introduction

6 Customer Guide to Oracle Acme Packet SRR Integrations

Need-to-Knows

To facilitate ease of use, this document takes advantage of PDF bookmarks.

By opening the bookmark pane, you can easily jump directly to a specific

integration. You can also use the bookmarks to return to the integration

specifics after completing a procedure located in a different section of the

guide.

To expand and collapse the bookmark pane, click on the bookmark icon on the left

side of the document window.

For questions related to NICE Uptivity configuration, consult the NICE Uptivity

installation team.

This integration combines Oracle Acme Packet SRR with passive VoIP recording.

Passive VoIP requires additional considerations and is covered in a separate

document: the Customer Guide to Passive VoIP Recording. You will need to refer to

that document as well as this guide.

This integration can be used with either Avaya TSAPI or Genesys T-Server as a CTI

source. For additional information, see the Customer Guide to Avaya TSAPI

Integrations or the Customer Guide to Genesys T-Server Integrations, as

appropriate.

Customer Responsibilities

You are responsible for supplying the physical connection(s), IP connection(s), or

both to your telephone system and LAN, and for obtaining and loading any licensing

required by Oracle, your CTI source vendor, or both. You are also responsible for

configuring Oracle and telephony system components to support the recording

integration. See the Customer Integration Tasks section for additional information.

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Oracle Acme Packet SRR Integration Overview

Customer Guide to Oracle Acme Packet SRR Integrations 7

Oracle Acme Packet SRR Integration Overview

Oracle is a global developer of IT hardware and software solutions. In 2013, Oracle

acquired Acme Packet, a provider of session border control (SBC) technology for

service providers and enterprises. Acme Packet SBCs offer a functionality known as

Session Replication for Recording (SRR), and it is this feature that provides the

basis for the NICE Uptivity integration.

Using SRR, Uptivity can acquire replicated sessions of VoIP calls that are handled by

an Acme Packet SBC. These replicated sessions can then be paired with a CTI

source to provide recorded calls with additional metadata that would not otherwise

be available to Uptivity. Both Avaya TSAPI and Genesys T-Server are supported as

CTI sources with an Acme Packet SRR integration.

General architectural example of the Oracle Acme Packet SRR integration

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Oracle Acme Packet SRR Integration Overview

8 Customer Guide to Oracle Acme Packet SRR Integrations

Component Function

SIP Trunk Provider Source of SIP/RTP traffic flowing into the Acme Packet SBC.

Usually these are carrier provided trunks.

Oracle Acme Packet

SBC

Session border controller that provides standard session border

control functions. Also provides signaling and replicated media

sessions in RFC 2003 format to the NICE Uptivity recording server.

PBX Provides call routing, control, and ACD functions for agents. Sends

call control events and metadata to the CTI source.

CTI Source Receives call control events and metadata and provides a CTI

interface to the NICE Uptivity recording server.

NICE Uptivity

Server

The NICE Uptivity server performs these functions:

• Manages live monitoring of agents

• Captures agents’ desktop screen (if applicable)

• Captures call metadata from the CTI source

• Combines audio, metadata, and any screen capture into one

file

• Enables users to play back call records, perform evaluations,

and accomplish other tasks via a Web Portal

Known Limitations and Considerations

• This integration does not support real-time blackouts

Oracle Acme Packet Requirements

Hardware

This integration has been tested with and is supported for:

• Oracle Acme Packet Net-Net 3800 or Net-Net 4500 series platforms

Software

This integration has been tested with and is supported for:

• Session Border Controller CX6.2 (minimum milestone 4 patch required)

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Oracle Acme Packet SRR Integration Overview

Customer Guide to Oracle Acme Packet SRR Integrations 9

Licensing

This integration requires the following licensing from Oracle:

• Session Replication for Recording feature license

• One (1) session license for each simultaneous call session that will be replicated

to the Discover system

Additional licensing may apply depending on your CTI source. For more

information, see the Customer Guide to Avaya TSAPI Integrations or the Customer

Guide to Genesys T-Server Integrations, as appropriate.

NICE Uptivity Requirements

Network

Sufficient network bandwidth is required to support streaming of replicated sessions

between the Oracle Acme SBC and NICE Uptivity.

Hardware

NICE Uptivity hardware requirements vary depending on system configurations.

Appropriate hardware is identified during the system implementation process.

Software

• NICE Uptivity

Licensing

• One (1) Voice seat license per physical device to be recorded

• Additional licensing may be required if the system includes optional features (for

example, Uptivity Screen Recording)

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Oracle Acme Packet SRR Integration Overview

10 Customer Guide to Oracle Acme Packet SRR Integrations

Customer Configuration Overview

The following table provides a high-level overview of the customer configuration

steps in Oracle Acme Packet SRR integrations.

Customer Configuration Steps for Oracle Acme Packet SRR Integrations

1 Configure Session Replication.

2 Configure the SBC to Generate a UCID.

3 Avaya Aura Contact Center Only: Configure Header Manipulation Rules for AACC.

4 Optional: Configure High Availability (Optional).

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Customer Integration Tasks

Customer Guide to Oracle Acme Packet SRR Integrations 11

Customer Integration Tasks

The information in this section is provided for your reference only. Detailed steps

for the Oracle Acme Packet configuration can be found in Oracle’s documentation,

which is available on the Oracle website. You should always use the appropriate

guides from Oracle to install and configure Oracle components.

This integration also requires a CTI source. For additional tasks related to CTI

configuration, refer to the Customer Guide to Avaya TSAPI Integrations or the

Customer Guide to Genesys T-Server Integrations, as appropriate.

Configure Session Replication

On the SBC, you must create Call Recording Server (CRS) objects that correspond

with any NICE Uptivity Recording Servers. The CRS object must be associated to a

realm created on the network interface that send replicated sessions to the CRS.

In the call-recording-server configuration in the SBC, the following options must be

configured:

• primary-signaling-addr — IP address of the NICE Uptivity recording server

• primary-media-addr — IP address of the NICE Uptivity recording server

• primary-realm — Realm created on the network interface used to send

replicated sessions to the NICE Uptivity recording server

• call-recording-server-id — Unique name for the specific CRS

An example of this configuration for the SBC is shown here.

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Customer Integration Tasks

12 Customer Guide to Oracle Acme Packet SRR Integrations

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Customer Integration Tasks

Customer Guide to Oracle Acme Packet SRR Integrations 13

Configure the SBC to Generate a UCID

For NICE Uptivity to be able to match data from CTI sources to replicated sessions

generated by the SBC, a Unique Call Identifier (UCID) must be generated by the

SBC and inserted into the SIP headers that are passed to the PBX.

To enable call identifier generation in the SBC, you must set the add-ucid-header

parameter in the sip-config options to enabled, as shown here.

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Customer Integration Tasks

14 Customer Guide to Oracle Acme Packet SRR Integrations

Header Manipulation Rules Overview

In most cases, the UCID must be inserted into User-to-User Information (UUI)

fields in the SIP header. In addition, the UCID generated by the SBC is ASCII-

encoded, but most PBX types only accept hexadecimal-encoded UUI data. You will

need to configure Header Manipulation Rules (HMR) to convert the UCID to

hexadecimal format and add the correct syntax to the UUI field.

HMR requirements vary depending on your PBX. This guide discusses only HMR

configuration for Avaya Aura Contact Center (AACC). If a different PBX is used in

your organization, talk to your NICE Uptivity representative.

Configure Header Manipulation Rules for AACC

The following Avaya components are supported for the SRR integration:

• Avaya Communications Manager (CM), version 5.2 or later (required)

• Avaya Session Manager, version 5.2 or later (optional)

• Avaya Application Enablement Services, version 4.2.3 or later (optional)

Configure Inbound Trunk Groups

For inbound calls, trunk groups must pass UUI data from the SBC to the endpoints.

1. Log into the Avaya CM with an appropriately-permissioned account using the

System Administration

Terminal (SAT).

2. Use the ‘change trunk-

group n’ command, where n

is the appropriate trunk group

number.

3. Navigate to Page 3 of the

trunk group configuration

screen and set UUI

Treatment to service-

provider.

Perform this operation on all

inbound trunk groups associated with the SBC.

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Customer Integration Tasks

Customer Guide to Oracle Acme Packet SRR Integrations 15

Configure Outbound Trunk Groups

For outbound calls, the trunk group must be configured to generate a UCID in the

UUI data, and pass that information to the SBC.

1. Log into the Avaya CM with an appropriately-permissioned account using the

System Administration Terminal (SAT).

2. Navigate to Page 3 of the trunk group configuration screen.

3. Set the UUI Treatment parameter to shared and set Send UCID to y.

Perform this operation on all outbound trunk groups associated with the SBC.

Configure the AddU2U Rule

The AddU2U rule performs the following actions:

• Takes the first 16 characters of the X-UCID header and adds it to the Acme-

UCID header

• Copies the Acme-UCID header to the User-to-User header

• Replaces the alphanumeric User-to-User header value with a hex-encoded,

numeric-only value

Configure this rule as shown in the following example.

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16 Customer Guide to Oracle Acme Packet SRR Integrations

header-rule

name storeXUCID

header-name X-UCID

action store

comparison-type pattern-rule

msg-type request

methods INVITE

match-value ^([0-9,A-Z,a-z]{12})

new-value

mime-isup-rule

name createQsig

content-type application/isup

isup-spec itu-99

isup-msg-types 45

msg-type request

methods INVITE

action add

comparison-type case-sensitive

match-value

new-value

isup-param-rule

name addUserUser

type 32

format ascii-string

action add

comparison-type case-sensitive

match-value

new-value $storeXUCID.$0

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Customer Integration Tasks

Customer Guide to Oracle Acme Packet SRR Integrations 17

mime-rule

name getUser

content-type application/isup

action delete

comparison-type pattern-rule

msg-type request

methods INVITE

format hex-ascii

match-value .{6}(.+)

new-value

header-rule

name addU2U

header-name User-to-User

action add

comparison-type boolean

msg-type request

methods INVITE

match-value $storeXUCID

new-value 00c820+$getUser.$1+;encoding=hex

Configure High Availability (Optional)

For additional information on this topic, see the Oracle Communications Session

Border Controller ACLI Configuration Guide.

You can enable High Availability (HA) mode on the Oracle Communications Session

Border Controller (SBC) for call recording with a pair of NICE Uptivity recording

servers. The SBC creates an internal session agent with unique IP addresses for the

primary and secondary recording servers. If the primary recorder becomes inactive,

the SBC replicates signaling and media traffic to the secondary recorder. You can

have up to four session agents depending on your configuration.

Any changes to a recording node are immediate. Both actively-recording

sessions and newly-initiated traffic are redirected to the new destination.

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18 Customer Guide to Oracle Acme Packet SRR Integrations

In the SBC, there are five different recorder states possible:

• Unknown — Set when a CRS is initially created. A CRS should never be in this

state under normal operation.

• Not Monitoring — Set when HA mode is disabled

• Primary Active — Set when HA mode is enabled. A CRS in this state always

takes precedence over secondary servers if all primary session agents are in an

In Service state.

• Secondary Active — Set when HA mode is enabled. A CRS may be in this state

when one or all of the primary session agents are out of service (OOS) and all of

the secondary session agents are in an In Service state.

• No Active — Set when HA mode is enabled. A CRS may be in this state when

one or more of both primary and secondary session agents are OOS.

To enable HA mode, you must configure the following options in the call-recording-

server configuration in the SBC:

• ping-method — The SIP method used for ping messages sent to the recording

node must be set to OPTIONS

• ping-interval — Time in seconds to allow between the transmissions of ping

requests. The valid range is: 2 – 999999999.

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Customer Administration Tasks

Customer Guide to Oracle Acme Packet SRR Integrations 19

Customer Administration Tasks

During ongoing use of the system, your Uptivity administrator may need to

configure new channels or reconfigure existing channels. At those times, this

integration requires changes to the Voice Boards page.

Adding channels may require purchase and installation of server hardware and

Uptivity licensing. Contact Support for additional information.

For more information on voice board tasks, search online help for keyword voice

boards.

This integration also requires a CTI source. For additional tasks related to CTI

configuration, refer to the Customer Guide to Avaya TSAPI Integrations or the

Customer Guide to Genesys T-Server Integrations, as appropriate.

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Customer Administration Tasks

20 Customer Guide to Oracle Acme Packet SRR Integrations

Channel Configuration Settings for Voice Boards

This section provides a reference to channel settings that must be configured for

the Oracle Acme Packet SRR integration. You should refer to this section whenever

you add new channels to your Uptivity system.

Any other voice board changes should only be done under direct supervision from

Uptivity Support. Done incorrectly, voice board modifications can have serious

negative impact to your system. In addition, altering the hardware configuration of

your system may void your warranty.

The following table shows the settings that apply when configuring channels for

Oracle Acme Packet SRR integrations.

Setting Definition Value

Assign

Used in deployments where physical devices and channels

have a one-to-one correspondence, or to allocate specific

channels to specific types of recording. For details, search

online help for keyword channel assignment.

Concurrent

Licensing:

Anything

Per-Seat

Licensing:

Dedicated

Record

Assign Value

If Assign is set to Anything, these values are kept blank.

If Assign is set to a Dedicated Record option, enter the

value for the corresponding device. This value is case

sensitive.

Name Enter an optional name for the channel that can be used in

channel scripting.


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