Cisco Active Recording Configuration for Network Based Recording (NBR) with CUBE and AudioCodes SBC

This guide outlines the recommended steps for preparing and configuring Cisco for integration with CXone Multi-ACD. The procedures described in this guide are not intended to replace official Cisco documentation. A Cisco site engineer should perform the CUCMClosed Cisco Unified Communications Manager. Software-based call-processing component of the Cisco IP telephony solution. configuration.

Use this workflow to configure the integration with CXone Multi-ACD using:

  • CUCM (Cisco Unified Communications Manager) with JTAPI active recording and a Network Based Recording (NBR) method

  • Cisco UCCE (Unified Contact Center Enterprise)

  • CUBE (Cisco Unified Border Element)

  • AudioCodes SBC

Phase 1: Prepare Information for NICE Professional Services

Phase 2: Prepare CUCM Environment

Phase 3: Prepare AudioCodes Environment

Phase 4: Configure Network Based Recording (NBR) with CUBE and AudioCodes SBC

Phase 5: Prepare Cisco UCCE (ICM) Environment

Use Prepare Information for NICE Professional Services and the Essential Data for 3rd Party Connectivity Config in CXone Excel file to record and save all parameters. You will be required to fill in essential information as you proceed. Once you have finished entering all the necessary details and prepared your environment for CXone Multi-ACD, you must submit the Excel file to your NICE Professional Services representative.

Prepare Information for NICE Professional Services

CUCM Information Required for CXone Multi-ACD

Before the NICE Professional Services representative can begin the CTI integration, they require specific information from you. Verify that you provide all relevant information.

parameter

Where is this configured?

value

User ID

(Application User)

Configured in the CUCM > User Management > Application User.

 nicecti
Password for User ID Configured in the CUCM > User Management > Application User.  
Associating the devices Ensure that the recorded phones are associated with the nicecti user.  
CUCM IP address

Public IP address or NAT’d IP address of the CUCM CTI service.

  
Secondary CUCM IP address

Secondary Public IP address or NAT’d IP address of the CUCM CTI service.

The CXone's best practice is to use this. It is required when configuring UCCE as a secondary link.

  
List of extensions to be monitored

List of extensions to be monitored.

For JTAPI integrations include:

  • Extensions

  

What Notification Tone levels have been defined?

If you require Playtone, has the Cisco site engineer configured the Notification Tones on the relevant level: system-wide or device level?  

AudioCodes Information Required for CXone Multi-ACD

parameter

comments

AudioCodes Public IP

Public IP of external AudioCodes SIP interface
AudioCodes Certificate Authority (CA) Certificate CA or self-signed certificate of AudioCodes

UCCE Information Required for CXone Multi-ACD

The NICE Professional Services representative requires this information for CTI configuration if UCCE is being used as a secondary link or as a CTI Interface. Verify that you provide all relevant information.

parameter

Where is this configured?

value

CG - Primary

Parameters configured in the Client Gateway (CG):

  • NAT'd or Public CTI Server IP address

  • CG Port

  • Peripheral ID

  

CG - Secondary

(Optional) Provide the above information also for the Secondaryserver:

  • NAT'd or Public Secondary CTI Server IP address

  • Secondary CG Port

  
Devices configured in the End User

Go to CUCM > User Management > End User.

Verify the list of configured devices.

 
List of site-specific CallVariables, ECC variables / arrays business data fields

Include their exact names and their sizes.

  
List of all agents

Include a list of Agent IDs.

  

Information You Need

Verify the following before the NICE Professional Services representative begins configuration:

Create a Secure CTI Connection Using VPN

This step must be performed only in coordination with NICE Professional Services.

At the end this step, by completing the VPN form, you will provide the necessary details to NICE Professional Services, who will aid you in establishing a secure VPN connection with CXone.

  1. NICE Professional Services will provide you with the VPN connect form.

    1. Fill out the provided form with details of your side and the necessary information for CXone Multi-ACD.

    2. NICE Professional Services will coordinate with CXone teams to ensure all fields are appropriately filled out.

    3. Both parties must agree on the form and details.

  2. NICE Professional Services will schedule a collaborative call:

    1. To agree on the form and provided details with CXone Multi-ACD.

    2. With CXone teams for VPN provisioning.

  3. You will set up two VPNs: one for resiliency and one for failover.

  4. Configure routing by setting up BGP over VPN with CXone Multi-ACD firewalls or create static routes to the provided IP addresses.

  5. Configure NAT. NAT your endpoint behind a public IP, either advertised via BGP or using static routing.

  6. Configure firewall settings:

    1. Allow inbound traffic from the provided IP addresses (2) into the CTI Endpoint.

    2. Open the required ports. See Ports and Protocols by Application for more information.

    3. For High Availability environments, the ports mentioned above in step b must be open for all servers, active and standby.

  7. NICE Professional Services will coordinate with CXone teams to:

    • Ensure the VPN form is correctly filled out.

    • Schedule a time with CXone teams for VPN provisioning and routing setup.

    • Test VPN tunnel, routing, and connectivity.

Prepare CUCM Environment

Prepare the CUCM environment for Cisco’s integration with CXone Multi-ACD (CXone Open). This section describes procedures for preparing the CUCM version 12.5 and 14.

The actual switch configuration is performed by the Cisco site engineer only.

Configure an Application User

Configure the Application user as nicecti user. The nicecti user communicates between the CUCM and JTAPI client on CXone Multi-ACD (CXone Open).

At the end of this step, you are required to provide to NICE Professional Services:

  • User ID

  • Password

  1. In the CUCM Administration application, go to User Management > Application User.

    The Find and List Application Users window appears.

  2. Click Add New.

  3. In the Application User Information area:

    • Enter nicecti for User ID.

    • Enter the password in the Password field.

    • Enter the same password in the Confirm Password field.

  4. Write down the correct User ID that you created and its password. The NICE Professional Services representative will require this information for configuration.

  5. Click Save.

  6. Scroll down to the Permissions Information area.

  7. Click Add to Access Control Group.

  8. In the Find and List Access Control Groups window, define a search for a User group:

    1. From the Find Access Control Group where Name drop-down list, select contains.

    2. In the empty field, enter cti.

    3. Click Find.

  9. Select the access control groups:

    • For all integrations: Standard CTI Allow Call Monitoring and Standard CTI Allow Call Recording

    • For Cisco JTAPI Active: Standard CTI Enabled (for both secured and non-secured connection configurations)

    • To monitor Call Parks: Standard CTI Allow Call Park Monitoring

    • To monitor 88XX, 89XX, and 99XX phone series: Standard CTI Allow Call Control of Phones supporting Connected Xfer and conf.

    • To enable 88XX, 89XX, and 99XX phone series: Standard CTI Allow Control of Phones supporting Rollover Mode

      Device monitoring of 88xx, 89XX, and 99xx devices will fail if the Standard CTI Allow Control of Phones supporting Connected Xfer and conf group is not added.

  10. Verify that you selected each group for your configuration. Click Add Selected.

  11. In the Application User Configuration window, click Save.

  12. In the Permissions Information area, verify that all roles are associated with each user group.

    • Standard CTI Allow Call Control of Phones supporting Connected Xfer and conf only appears if added.

    • If required, ensure that Standard CTI Allow Call Park Monitoring appears.

Configure Device Association

Define all devices (the hard phones and softphones) requiring recording as monitored devices. Associate the monitored devices with this new user (nicecti).

  1. Verify that the Application User was configured.

  2. In the Application User Configuration window, scroll down to the Device Associations area and then to the Device Information area.

  3. Click Find more Phones.

    1. In the Find and List Phones window, in the Phone area, from the Find Phone where drop-down list, select Directory Number.

    2. Click Find to search for devices that need monitoring:

      Do not associate Voice mail ports or Route Patterns.

  4. Select the devices: extensions and CTI Ports.

  5. Click Add Selected.

  6. Configure the CTI Route PointsClosed A CTI route point virtual device can receive multiple, simultaneous calls for application-controlled redirection. You can configure one or more lines on a CTI route point that users can call to access the application. Applications can answer calls at a route point and can also redirect calls to a CTI port or IP phone. Route points can receive multiple, simultaneous calls. Applications that want to terminate media for calls at route points must specify the media and port for the call on a per-call basis. For more information regarding configuring CTI Route Points, consult your Cisco Site Engineer.:

    1. In the Device Information Area , click Find more Route Points.

    2. Select the CTI Route Points to be associated with the nicecti user.

    3. Click Add Selected.

  7. Click Save.

Configure Extension Mobility

  1. Verify that the device association was configured.

  2. In the Application User Configuration window, scroll down to the Device Information area. All extension mobility profiles appear in the Available Profiles list.

  3. Select the extension mobility profile, click the arrow to move it to the CTI Controlled Device Profiles list.

  4. Verify the extension mobility profile now appears in the CTI Controlled Device Profiles list.

  5. Click Save.

Prepare AudioCodes Environment

To ensure secure SIP and RTP over the public Internet, start by preparing the AudioCodes environment.

Verify the License

Verify that the license is valid and that the SBC-SIPREC feature is supported.

  1. Connect to the AudioCodes SBC via web.

  2. Click the ADMINISTRATION menu.

  3. Under TIME & DATE, expand MAINTENANCE and select License Key.

  4. Under VOIP FEATURES, verify that the license supports SBC Sessions and has enough capacity.

Configure the Proxy Set for CXone Environment

This procedure provides guidelines for configuring the SBC Proxy Set and the Proxy IP address for the CXone AudioCodes SBC for secure connection.

  1. In the menu, click SIGNALING & MEDIA.

  2. Under TOPOLOGY VIEW, expand CORE ENTITIES and select Proxy Sets.

  3. In the list of Proxy Sets, click New.

  4. In the Proxy Set window, under GENERAL:

    1. In the Name field, enter a name.

    2. From the SBC IPv4 SIP Interface drop-down list, select the SIP interface.

    3. From the TLS Context Name drop-down list, select the TLS Context with the SBC certificate.

  5. Scroll down and click the Proxy Address link.

  6. In the Proxy Sets > Proxy Address window, click New and add the IP address for CXone AudioCodes SBC.

  7. In the Proxy Address window, under GENERAL, in the Proxy Address field, enter the CXone AudioCodes SBC IP address and set the Transport Type to TLS.

  8. Click APPLY.

Configure the Proxy Set for CUCM

This procedure provides guidelines for configuring the SBC for CUCM, including the IP addresses of the CUCM Publisher and Subscribers.

  1. In the menu, click SIGNALING & MEDIA.

  2. Under TOPOLOGY VIEW, expand CORE ENTITIES and select Proxy Sets.

  3. In the list of Proxy Sets, click New.

  4. In the Proxy Set window, under GENERAL:

    1. In the Name field, enter a name.

    2. From the SBC IPv4 SIP Interface drop-down list, select the SIP interface.

    3. Click APPLY.

  5. Scroll down and click the Proxy Address link.

  6. In the Proxy Sets > Proxy Address window, click New and add the IP address for CUCM Publisher.

  7. In the Proxy Address window, under GENERAL, in the Proxy Address field, enter the CUCM Publisher address.

  8. Repeat steps 6 and 7 to add the IP address for CUCM Subscribers.

  9. Click APPLY.

Configure Secure IP Profile

  1. From the Setup menu, go to SIGNALING & MEDIA. Under TOPOLOGY VIEW, expand CODERS & PROFILES and select IP Profiles.

  2. In the list of IP Profiles, click New.

  3. In the list IP Profiles window, under MEDIA SECURITY, make sure the SBC Media Security Mode is set to Secured.

  4. Click APPLY.

Configure the IP Group for CUCM

  1. In the menu, click SIGNALING & MEDIA.

  2. Under TOPOLOGY VIEW, expand CORE ENTITIES and select IP Groups.

  3. In the list of IP Groups, click New.

  4. In the IP Groups window, under GENERAL:

    1. In the Index field, configure the next sequential number.

    2. In the Name field, enter a name.

    3. From the Topology Location drop-down list, select the location.

    4. From the Type drop-down list, select Server.

    5. From the Proxy Set field, select the CUCM Proxy Set for this IP Group.

    6. In the IP Profile field, enter an existing non-secure IP Profile ID.

    7. In the Media Realm Name field, select the existing Media Realm name.

  5. Click APPLY.

Configure the IP Group for CXone Environment

Verify that the secure IP Profile was configured. See Configure Secure IP Profile.

  1. In the menu, click SIGNALING & MEDIA.

  2. Under TOPOLOGY VIEW, expand CORE ENTITIES and select IP Groups.

  3. In the list of IP Groups, click New.

  4. In the IP Groups window, under GENERAL:

    1. In the Index field, configure the next sequential number.

    2. In the Name field, enter a name.

    3. From the Topology Location drop-down list, select the location.

    4. From the Type drop-down list, select Server.

    5. From the Proxy Set field, select the CXone Proxy Set for this IP Group.

    6. In the IP Profile field, select the secure IP Profile previously created in Configure Secure IP Profile.

    7. In the Media Realm Name field, select the existing Media Realm name.

  5. Click APPLY.

  6. Then click Save.

Import and Export Certificates for TLS/SRTP

At the end of this step, you are required to provide to NICE Professional Services:

  • The certificate in PEM format

Before import, the CXone AudioCodes SBC certificate must be saved in PEM format.

  1. To import the CXone AudioCodes SBC certificate to the SBC, go to SETUP > IP NETWORK. Under NETWORK VIEW, expand SECURITY and select TLS Contexts.

  2. In the TLS Context window, click Trusted Root Certificates.

  3. Click Import.

  4. In the Import New Certificate window, click Choose File and browse to the CXone AudioCodes SBC certificate. Verify the CXone AudioCodes SBC certificate is in PEM format.

  5. Click OK.

  6. In the TLS Contexts window, click Certificate Information.

  7. On the Certificate Information page, under CERTIFICATE, copy the text of the certificate. Create a certificate from this text.

  8. Send the certificate in PEM format to the NICE Professional Services together with the CA, if exists.

Configure IP-to-IP Routing

  1. In the menu, click SIGNALING & MEDIA.

  2. Under TOPOLOGY VIEW, expand SBC and select IP-to-IP Routing.

  3. In the list of IP-to-IP Routing rules, click New.

  4. In the IP-to-IP routing window:

    1. In the Name field, enter a name, for example “From CUCM to CXone SBC”.

    2. From the Source IP Group drop-down list, select the IP group created for CUCM in Configure the IP Group for CUCM.

    3. In the Destination Username Pattern field, enter the pattern you plan to configure in Configure a New Route Pattern.

    4. From the Destination IP Group drop-down list, select IP group created for CXone in Configure the IP Group for CXone Environment.

  5. Click APPLY.

  6. Then click Save.

Configure Network Based Recording (NBR) with CUBE and AudioCodes SBC

This section includes information on Network Based Recording (NBR) method, which can source the media from either the phone or the gateway.

Configure a SIP Profile

A SIPClosed Protocol used for signaling and controlling multimedia communication sessions such as voice and video calls. Profile is required to configure the SIP Trunk to support the Early Offer mode.

Use this procedure to configure a SIP profile with common SIP settings that you can assign to SIP devices and trunks that use this profile.

  1. Go to Device > Device Settings > SIP Profile.

  2. In the Find and List SIP Profiles window, click Add New.

  3. In the SIP Profile Configuration window, under SIP Profile Information, in the Name field, enter a name.

  4. Under Trunk Specific Configuration:

    1. From the Reroute Incoming Request to new Trunk based on drop-down list, select Call-info Header with purpose=x-cisco-origIP.

    2. From the Early Offer support for voice and video calls drop-down list, select Mandatory (insert MTP if needed).

  5. Click Save.

Configure a SIP Trunk

A SIPClosed Protocol used for signaling and controlling multimedia communication sessions such as voice and video calls. Trunk is required to connect the CUCM to the AudioCodes SBC configured in Prepare AudioCodes Environment.

  1. Go to Device > Trunk.

  2. In the Find and List Trunks window, click Add New.

  3. In the Trunk Configuration window, in the Trunk Information area, from the Trunk Type list, select SIP Trunk. The Device Protocol is automatically set as SIP and the Trunk Service Type appears.

  4. Click Next.

  5. In the Device Information area:

    1. In the Device Name field enter a name.

    2. In the Description field, enter a description.

    3. From the Device Pool list, select the device pool for your network.

  6. In the SIP Information area.

    1. In the Destination Address field, enter the AudioCodes SBC IP address configured in Prepare AudioCodes Environment.

    2. Verify that the Destination Port is set to 5060.

    3. From the SIP Trunk Security Profile list, select a standard non-secure profile. (The name of the profile will vary from site to site, in the example here the profile name is Non-Secure SIP Trunk Profile.)

      You can create several security profiles according to your site administration requirements and network topology.

    4. From the SIP Profile list, select the name of the SIP Profile you created in Configure a SIP Profile.

    5. Click Save.

  7. Verify the SIP Trunk Security Profile configuration:

    1. Go to System > Security > SIP Trunk Security Profile.

      The Find and List SIP Trunk Security Profiles window appears.

    2. Click Find.

    3. From the list of SIP Trunk Security Profiles, select the SIP Trunk Security Profile.

    4. In the SIP Trunk Security Profile Configuration area, for standard Cisco JTAPI active configurations, verify Outgoing Transport Type is set to TCP.

  8. Click Save.

  9. Click Reset.

  10. Click Reset.

Configure a Recording Profile

In CXone Multi-ACD, each device that needs recording is associated with a Recording Profile that defines the number that it uses to route to the local AudioCodes SBC.

  1. Verify that a SIP Trunk was configured.

  2. Go to Device > Device Settings > Recording Profile.

  3. In the Find and List Recording Profiles window, click Add New.

  4. In the Recording Profile Configuration window, in the Recording Profile Information area, configure:

    Field/List

    Description

    value

    Recording Calling Search Space

    Use this to dial the SIP Trunk

    		 Recording CSS

    Recording Destination Address

    The number that refers to the local SBC SIP Trunk

    The number that refers to the AudioCodes SBC SIP Trunk.

  5. Click Save.

Configure a Route Group

You now need to configure a new Route Group to group the SIP Trunk.

  1. Verify that the Recording Profile was configured.

  2. Go to Call Routing > Route/Hunt > Route Group.

  3. In the Find and List Route Groups window, click Add New.

  4. In the Route Group Configuration window, in the Route Group Information area, in the Route Group Name field, enter a name.

  5. From the Distribution Algorithm list, select Top Down.

  6. In the Find Devices to Add to Route Group area, in the Available Devices list, scroll to select the SIP Trunk created in Configure a SIP Trunk.

  7. Click Add to Route Group. In the Current Route Group Members area, the SIP trunk appears in the Selected Devices list.

  8. To add another device to the Current Route Group Members area, repeat steps 6 and 7.

  9. Click Save.

Configure a New Route List

Define a new Route List that contains the Recorder Route Group.

  1. Verify that the Recording Profile was configured.

  2. Go to Call Routing > Route/Hunt > Route List.

  3. In the Find and List Route Groups window, click Add New.

  4. In the Route List Information area, in the Route List Name field, enter a name.

  5. From the Cisco Unified Communications Manager Group list, select the CUCM group for your site.

  6. Click Save.

  7. Click Apply Config.

  8. Click OK.

  9. Click Add Route Group.

  10. In the Route List Detail Configuration window, in the Route List Member Information area, from the Route Group list, select the Route Group that you created.

  11. Click Save. The Status appears as Successful and the newly created Route List appears in the Route List Member Information list and the Route List Details area.

  12. Click Reset.

  13. Click Reset.

  14. Click Close.

Configure a New Route Pattern

Define a new Route Pattern based on the Device Number for the Recorder that you created previously. The new Route Pattern points to the Recorder Route List.

  1. Go to Call Routing > Route/Hunt > Route Pattern.

  2. In the Find and List Route Groups window, click Add New.

  3. In the Pattern Definition area, in the Route Pattern field, enter the Recording Destination Address from the Configure the Recording Profile section.

  4. From the Gateway/Route List arrow, select the Route List.

  5. Click Save.

  6. In the Windows Internet Browser message window, click OK.

Network Based Recording (NBR) Definition

Cisco Network Based Recording (NBR) uses a recording enabled gateway to fork the RTP media. This enables the recording priority of a Recording-enabled Gateway (if available).

  1. Go to Device > Trunk.

  2. In the Find and List Trunks window, search for the SIP trunk of the recording-enabled gateway.

  3. Select the trunk.

  4. On the Trunk Configuration window, scroll down to the Recording Information area.

  5. In the Recording Information area, click the This trunk connects to a recording-enabled gateway option:

  6. Click Save.

  7. Click Reset to reset the trunk.

On the recording-enabled gateway, configure:

Parameter

Description

action

source-address

IP address of the recording-enabled gateway

Type:

copy 
>en
#conf t
(config)#uc wsapi
(config-uc-wsapi)#source-address IP Address

provider xmf

Add a config command with the URL of each Publisher and Subscriber/s.

For each Publisher/Subscriber, increase the remote-url number.

Type:

copy 
>en
#conf t
(config)#uc wsapi
(config-uc-wsapi)#provider xmf
(config-wsapi-xmf)# remote-url <1> http://<IP address of CUCM>:8090/ucm_xmf

For Cisco deployments with CVP and CUSP where inbound calls are not routed through direct SIP trunks between CUCM and the Gateways/CUBE(s), all communication between CUBE and CUCM goes via a single SIP trunk to CVP/CUSP.

Before sending the recording requests, the CUCM needs to know which CUBE the call is coming from. It does this by sending the request back to the destination IP of the incoming SIP trunk that was used for the call.

CUCM needs a way to know from which CUBE the call is coming, so that it knows where to send the recording requests. This is achieved by sending the request back to the destination IP of the incoming SIP trunk that was used for the call. However, if CUCM sends the API request back to CUSP nothing will happen. To work around this limitation in environments with CVP/CUSP, implement this CUCM configuration.

Associate Recording Profile

You now need to associate the Recording Profile with the recorded Device Number. You also set the recording method here.

Cisco IP Phones have multiple line appearancesClosed Physical phones often have multiple line appearances on them. Each number displayed on the physical phone screen is the DN associated with the device. Each device can have more than one line appearance. A line appearance is the linkage of a line to a device. Multiple Line Appearance is an important factor to consider for system mapping.. Each line appearance in a phone device can be configured separately in the CUCM administration with its own recording method.

  • JTAPI active recording requires the CUCM to be set to Automatic Call Recording Enabled.

Select the Cisco recording method:

  • For JTAPI active recording, select Automatic Call Recording Enabled.

  • For no recording, select Call Recording Disabled.

To associate the Recording Profile with the recorded Device Number:

  1. Verify that the new Route Pattern is configured.

  2. Go to Device > Phone.

  3. The Find and List Phones window appears. Search for the phones that you want to record and click Find.

  4. On the Phone Configuration window, in the Association area, click the phone line link.

  5. On the Directory Number Configuration window, scroll down to Line 1 on Device area.

  6. From the Recording Option list, select the required enabled option. You can verify that these have been correctly configured in the JTAPIMonitor application.

    The Recording Options are:

    • Call Recording Disabled: select this if no recording is permitted.

    • Automatic Call Recording Enabled: select this for all JTAPI active recording

    • Device Invoked Call Recording Enabled: not currently in use.

  7. From the Recording Profile list, select the Recording Profile defined in Configure the Recording Profile.

  8. From the Recording Media Source list, select Gateway Preferred.

  9. Click Save.

Phone Notification Tone Definition

Cisco’s active recording provides you with an optional feature, enabling you to configure the notification tones on the phone itself. Notification tones can be configured on either a system-wide level or a device level.

Cisco Monitoring and CXone monitoring have two completely different meanings. The monitoring referred to here is Cisco monitoring.

An IP phone can be monitored and recorded at the same time. A user can be notified that they are being monitored and/or recorded by notification tones (beep tones).

In Cisco’s IP Phone-based Active Recording, the Monitoring tone and the Recording tone have different sounds and can be enabled or disabled independently. If both monitoring and recording are being used and the phone is configured to give notifications, the Recording tone always takes precedence over the Monitoring tone.

Define notification tones on both a system-wide level or a device level.

To define notification tones on a system-wide level:

  1. Verify that you have associated the Recording Profile and selected the recording method.

  2. Go to System > Service Parameters.

  3. In the Service Parameters Configuration window, in the Select Server and Service area, from the Server drop-down arrow, select the server. The Service field of the selected server appears.

  4. From the Service drop-down arrow, select Cisco CallManager (Active).

  5. In the Service Parameter Configuration window, scroll down to the Clusterwide Parameters (Feature - Call Recording) area.

  6. To play the notification tone to the observed target i.e. the agent, click the Play Recording Notification Tone to Observed Target arrow and click True.

  7. To play the notification tone to the observed connected target i.e. the customer, click the Play Recording Notification Tone to Observed Connected Parties arrow and click True.

  8. Click Save. The Status appears as Update successful.

If the customer requires notification tones on a device level, configure this. It also enables you to define recording tones, recording volume, the remote volume and the recording tone duration.

This section is relevant only to Cisco IP phones that support recording (the feature is not relevant to Cisco IP Communicator phones. Changing the tone for the Cisco IP Communicator can only be done at the system level. Changing the notification tones at the device level for Cisco IP phones will override the selection you made at the system level.

To define notification tones on a device level:

  1. Verify that you have associated the Recording Profile and selected the recording method.

  2. Go to Device > Phone.

    The Find and List Phones window appears.

  3. Search for the phones that you want to record and click Find.

  4. On the Find and List Phones page, click the phone link.

  5. On the Phone Configuration window, scroll down to the Product Specific Configuration Layout area. The Recording Tone options are relevant only for Cisco IP phones.

  6. From the Recording Tone drop-down list, select the recording tone option.

  7. In the Recording Tone Local Volume field, enter the local volume.

  8. In the Recording Tone Remote Volume field, enter the remote volume.

  9. In the Recording Tone Duration Field, enter the recording tone duration.

  10. Click Save.

  11. In the Windows Internet Browser message window, click OK.

    The Status appears as Update successful.

  12. Click Apply Config. The Apply Configuration window appears.

  13. Click OK. For each phone that you need to set the notification tones on a device level, repeat the procedure.

(Optional) Enable NICE Business Data Display

Before certain business data fields can display in CXone Multi-ACD, the Display Internal Caller ID and Alerting Name CUCM fields should be configured:

CUCM Field

JTAPI Business Data Field

Display Internal Caller ID

CallingName

CurrentCalledName

CurrentCallingName

LastRedirectedName

Alerting Name

CalledName

To configure the Display Internal Caller ID and Alerting Name fields:

  1. Go to Device > Phone.

    The Find and List Phones window appears.

  2. Search for the phones and click Find.

  3. On the Find and List Phones page, click the phone link.

  4. In the Phone Configuration window, in the Association area, select the line.

  5. In the Directory Number Configuration window, under Directory Number Information, in the Alerting Name field, enter the Alerting NameClosed Call to Actions.

  6. Scroll down to the Line.

  7. In the Display (Caller ID) field, enter the name.

    In the example, this is John Smith.

Prepare Cisco UCCE (ICM) Environment

Prepare the Cisco UCCE (ICMClosed Intelligent Communication Management) environment for integration with CXone Multi-ACD (CXone Open).

The actual switch configuration is performed by the Cisco site engineer only.

Before you begin the Cisco UCCE configuration, you need the CTIServer IP address of site A and site B.

The CTIServer IP address can be found on one of the UCCE Servers.

At the end of this step, you are required to provide to NICE Professional Services:

  • Type of CTIServer: CG

  • NAT'd or Public CTI Server IP address

  • CTI Server Port

  • Peripheral ID and its status

Verify the CTIServer IP Address - Site A and B

  1. Open the CTIService window by running a command in the Start > Run window.

  2. In the title bar, this information is displayed:

    • Type of CTIServer: CG

    • CTI Server IP address. For example in the screen below, this is icm11.6.

  3. In the PG System Event line, the CTIServer status and Peripheral ID is displayed. For example, the status is shown as Peripheral Online. This shows that the CTIServer is active. The Peripheral ID is shown as 5000.

  4. In the CTITest application, type these lines. Type ? to see all commands.

    1. config /hostA <CTIServerA IP address> /portA <CTIServer_PortA> /hostB <CTIServerB IP address> /portB <CTIServer_PortB>

      Press <Enter>.

    2. trace /msgs

      Press <Enter>.

    3. config /service 0x16

      Press <Enter>.

    4. Open and press <Enter>.

  5. Look for lines that show:

    • PeripheralID: 5000

    • PGStatus: NORMAL

    CTI events display in the Command window.

  6. For UCCE active recording, first log in to the UCCE agent before you can see CTI events.

    • In the CTITEST application, type: agent_login ID PASSWORD [/periph N] [/instrument N]”

Verify the Device List

Before you begin the integration of Cisco UCCE with CXone Multi-ACD (CXone Open), you need to verify that all the devices that need to be monitored via UCCE are configured in the Cisco CUCM Application User.

  1. Go to Cisco Unified CallManager Administration > User Management > Application User. This user is used by the UCCE Peripheral Gateway to connect to the CUCM.

    Verify that the same devices are listed in both the Device Target and Device Information areas.

  2. Verify that all the devices that need to be monitored via UCCE are configured in the CUCM Application User in the Device Information area.

Verify the System is Operational

You can verify that the Cisco UCCE system is operational by logging in with the UCCE agent ID and password that is used in the UCCE Configuration Manager > Peripheral > Agents.

  1. To verify the Agent ID and Password configured for CCM-PG, go to UCCE Configuration Manager > Peripheral > Agents.

    To enable CXone Multi-ACD (CXone Open) to record the IP phone through UCCE, you must log in as a UCCE agent configured in the UCCE Configuration Manager. This agent must be associated with the CCM-PG.

  2. Before you can see the CTI events, you must log in as an agent to UCCE. Do this:

    • In the CTITEST application, type: agent_login ID PASSWORD [/periph N] [/instrument N]”

  3. For active recording, configure the CUCM for active VoIP recording with JTAPI.