Configuring the Mitel Secure Recording Connector service

MiContact Center Business 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.
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