Prepare Avaya Environment for Real-Time Third Party Telephony Recording (Multi-ACD)

An Avaya telephony system can include the following interface types:

• CTI Computer Telephony Integration - any technology that allows interactions on both computers and phones to be integrated. interface: Avaya TSAPI (mandatory).

• Media interfaces:

  • DMCC—for recording internal and external calls (mono only)

  • SIPREC—for recording external calls

The interfaces can be configured in an Avaya telephony system in one of the following ways:

• TSAPI with DMCC only

• TSAPI with SIPREC only

• TSAPI with both SIPREC and DMCC

This solution only supports the SSC Single Step Conference DMCC method, while the MR Multiple Registration and SO Service Observe methods are not supported.

(Optional for failover and high availability) If you have 2 Avaya telephony systems, you can configure one TSAPI interface and one DMCC interface for each telephony system.

You can use an outbound dialer with the Avaya telephony system. In this case, create an additional telephony system for each dialer interface—Avaya POM or Alvaria (Aspect).

CXone Recording Management (CXone) is officially recognized as compliant with Avaya Communication Manager 10.1 and 10.2.