Call recording

MiContact Center BusinessMiVoice Analytics offers 24/7 call recording by integrating with MiVoice Call Recording , dvsAnalytics Encore, or Red Box Quantify call recording software. For enhanced call security, MiContact Center BusinessMiVoice Analytics also integrates with the Mitel Secure Recording Connector service to facilitate the recording of Mitel encrypted voice streams by third party software. MiVoice Call Recording can optionally be used in conjunction with the Mitel Secure Recording Connector service. dvsAnalytics Encore and Red Box Quantify must be used in conjunction with the Mitel Secure Recording Connector service. For information, see "Configuring the Mitel Secure Recording Connector service".

For specific information regarding supported third-party versions, see the relevant support statements in the MiContact Center Business and MiVoice Analytics System Engineering Guide.

Configuring the Mitel Secure Recording Connector service

MiContact Center BusinessMiVoice Analytics integrates with MiVoice Border Gateway’s Secure Recording Connector service, which facilitates the recording of Mitel encrypted voice streams by third-party call recording equipment. In order to use Contact Center Softphone in conjunction with the Mitel Secure Recording Connector service, you must complete the configuration process described below.

Note:
  • Before you can configure call recording in YourSite Explorer, you must configure the Secure Recording Connector service in MiVoice Border Gateway. See the MiVoice Border Gateway documentation for configuration information.
  • If multiple MiVoice Border Gateways are used in a clustered environment to take advantage of load balancing and the soft phone is connected to the primary Secure Recording Connector when that connector goes offline, the soft phone will re-connect as determined by the cluster. New soft phones will attempt to connect to the first MiVoice Border Gateway configured in YourSite Explorer, then try the second MiVoice Border Gateway configured in YourSite Explorer and as a final attempt, try registering with the media server itself. If it registers with the media server, call recording will not be possible.
  • For soft phone balancing in a Secure Recording Connector service environment to function properly, you must alter a configuration file on the MiVoice Border Gateway server. If you do not, you will have to restart Contact Center Client and the soft phone in the event of a failover. For instructions on how to make alterations, customers can contact their approved vendor. Certified channel technicians can contact Mitel Technical Support.
To configure the Secure Recording Connector service
  1. In YourSite Explorer, under Enterprise, click Media servers.
  2. Select a 3300 ICP media server from the list.
  3. Click the Call recording options tab.
  4. Under Mitel Secure Recording, after IP address 1, type the primary IP address of the Secure Recording Connector.
  5. If you use multiple Secure Recording Connectors, type the IP address of the secondary Secure Recording Connectors after IP address 2.

    If the soft phone fails to connect to the primary Secure Recording Connector, it will attempt to connect to the secondary. If that fails, then soft phone will use the IP address of the media server programmed in the data collection field. If it uses the IP address of the media server, call recording will not be possible.

  6. Click Save.

Configuring call recording integration

MiContact Center BusinessMiVoice Analytics offers 24/7 call recording by integrating with MiVoice Call Recording, dvsAnalytics Encore, or Red Box Quantify call recording software.

Note:

MiContact Center Business with MiVoice Connect does not support ASC as a call recorder.

Using the MiVoice Call Recording, MiContact Center BusinessMiVoice Analytics can optionally record calls based on pre-defined schedules. With MiVoice Call Recording, call recording can be temporarily started or stopped in Contact Center Client to ensure customer confidentiality or to create a record of volatile or sensitive calls.

Indirect recording is not supported with Contact Center Client Softphone.

When a call recording is complete, a hyperlink to the recording is appended to call-specific Lifecycle reports. For more information about Lifecycle reporting, see the Reports Guide appropriate to your MiContact Center Business licensing level.MiVoice AnalyticsReports Guide.

Note:
  • MiVoice Call Recording, dvsAnalytics Encore, and RedBox Quantify call recording integration is supported for use with the Mitel 3300 ICP only.
  • Before you can configure call recording in YourSite Explorer, you must configure your MiVoice Call Recording, dvsAnalytics Encore, or RedBox Quantify by following the recommended installation and configuration guidelines included with these products.

    Contact your dvsAnalytics or RedBox approved vendor for all setup and troubleshooting issues.

  • The dvsAnalytics Encore integration does not support External Hot Desking Agents.
  • Contact dvsAnalytics or RedBox for information on integrating call recording with the Mitel Secure Recording Connector.
  • Ensure call recordings are working properly for all configured extensions before activating the call recording integration in YourSite Explorer.
  • If you use the Mitel Secure Recording Connector and Contact Center Softphone, you must enter the IP addresses of the Mitel Secure Recording Connector in YourSite Explorer.
To configure MiVoice Call Recording Connector
  1. In YourSite Explorer, under Enterprise, click Media servers.
  2. Select a media server from the list.
  3. Click the Call recording options tab.
  4. Under Call recording provider options
    • After Recorder type, select MiVoice Call Recording from the drop-down list.
    • After MiVoice Call Recording server address, type the IP address of the call recorder.
    • After MiVoice Call Recording server port, specify the port of the call recorder.
    • After Username, type the username to log into the call recorder.
    • After Password, type the password to log into the call recorder.
    • After Trace Web Services URL, if applicable to your deployment, enter the relevant URL for use with the latest Tracer API.
  5. Click Save.

    Call recordings are enabled and can be accessed from hyperlinks in call-specific Lifecycle reports.

To configure dvsAnalytics Encore
  1. In YourSite Explorer, under Enterprise, click Media servers.
  2. Select a media server from the list.
  3. Click the Call recording options tab.
  4. Under Call recording provider options
    • After Recorder type, select dvs Encore from the drop-down list.
    • After Encore Web API address, type http://<Encore Server IP address>/WebAPI/ECAPI.svc
  5. Click Save.

    Call recordings are enabled and can be accessed from hyperlinks in call-specific Lifecycle reports.

To configure Red Box Quantify
  1. In YourSite Explorer, under Enterprise, click Media servers.
  2. Select a media server from the list.
  3. Click the Call recording options tab.
    • After Recorder type, select Red Box Recorder.
    • After Recorder IP Address, type the IP address of the call recorder.
    • After Username, type the username of the call recorder
    • After Password, type the password of the call recorder.
    • After Trace Web Services URL, type the Trace Web Services URL.
  4. Click Save.

    Call recordings are enabled and can be accessed from hyperlinks in call-specific Lifecycle reports.

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