Customer Guide to Oracle Acme Packet SRR Integrations
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.
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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
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
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.
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.
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
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)
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)
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).
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.
Customer Integration Tasks
12 Customer Guide to Oracle Acme Packet SRR Integrations
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.
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.
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.
Customer Integration Tasks
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
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.
Customer Integration Tasks
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.
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.
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.