Enterprise Intelligence Solutions

Recorder Integration Service

Alcatel Integration with Recorder Guide

Version 11.2

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 Contents

About This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

1 Alcatel Integration with Recorders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Supported Integrations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Supported Recording Solutions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Recording Platform Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

2 Alcatel OmniPCX 4400 Via Alcatel TSAPI . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Switch/CTI Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Limitations/Known Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Configuration Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Associate the Recorder with the Integration Service . . . . . . . . . . . . . . . . . . . . . 16
Configure the Switch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Configure the Recorder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Install the Alcatel TSAPI Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Maintenance. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Recorder services won’t restart after TSAPI client installation. . . . . . . . . . . . . . . . . 27
Open stream error<xxx> for Service<xxx> . . . . . . . . . . . . . . . . . . . . . . . . . 27
Error Sending Service Register Request . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Testing the System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

3 Configure High Availability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

N+N Redundancy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
 Preface

About This Guide

This Guide documents Recorder integration with Alcatel CTI, including specific ways in
which configuration and behavior deviates from that documented in the Recorder
Configuration and Administration Guide, to which you should also refer.

Intended Audience
The Alcatel Integration with Recorder Guide is intended for Verint Field Services and
Support personnel.
This guide is part of a suite of documents that describe how to set up your recording
solution. Please refer to the following documentation map to situate yourself in this
process, and ensure that you have consulted the requisite documents before beginning
the procedures in this guide.

Document Category Document Title

Deployment Reference Deployment Reference Guides

Site Preparation Checklist

Installation Installation Guide

Configuration and Enterprise Suite Framework Administration Guide

Administration
Chapter 1 -

Document Category Document Title

Enterprise Manager Configuration and

Administration Guide

Recorder Configuration and Administration Guide

Additional Guides Alcatel Integration with Recorder Guide

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 Chapter 1

Alcatel Integration with

Recorders

Topics
 Supported Integrations, page 7
 Supported Recording Solutions, page 8
 Recording Platform Components, page 9
Chapter 1 -

Supported Integrations
The tables below list the supported Alcatel switch/CTI Server and Middleware CTI
combinations and recording solutions for integration with the Recorder.

Switch/CTI Trunk- Station/ CTI- Recorder- Delivery

Side Extension- controlled controlled
TDM Side TDM IP IP

Alcatel   
OmniPCX 4400
Via Alcatel
TSAPI

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Chapter 1 -

Supported Recording Solutions

The following table describes recording solutions supported for Alcatel integrations. For
additional information on recording solutions, refer to the relevant Recording
Deployment Reference Guides.

Recording Description and Documentation

Solution

TDM Station- Individual contact center extensions ("stations") are tapped. The
Side Station-side recorders use on-board cards which acquire the audio
and compress it into a G.723.1 mono format (5.3 Kbps). See the
Recorder Station-Side Deployment Reference Guide and the
Recorder TDM Delivery Deployment Reference Guide for details.

VoIP Delivery In a VoIP contact center, the IP traffic is monitored and recorded.
When recording is triggered, the recorder assembles the relevant
packets and stores the contacts in standard audio file formats.
Verint offers full and selective VoIP Delivery environments. In
Alcatel integrations, VoIP Delivery is implemented using IP DR-Link.
See the Recorder VoIP Delivery Deployment Reference Guide.

TDM Delivery TDM trunk Delivery (line-side recording via E1 trunks) is a type of
trunk termination. In Alcatel integrations, TDM Delivery is
implemented using TDM DR-Link.
See Recorder TDM Delivery Deployment Reference Guide for
details.

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Chapter 1 -

Recording Platform Components

The following server roles are required to support the environment:
 Recording Integration Service—acts as the interface between the recording system
and output from the switch and other data sources. The Integration Service
processes events from the server interfaces, detects state or data changes, and
passes them along to other subsystems. It can capture CTI event streams to file for
later playback and viewing, and holds agent state, device state, call state, and data
associated with all known devices and calls.
 TDM Recorder—used to record TDM audio.
 IP Recorder—used to record audio from IP data sources, such as switches and IP
gateways. The system supports two types of IP recording: Gateway and Extension-
Side.
 Screen Recorder—used to record screens (optional).
See the Enterprise Configuration Guide (Recording and Integration Server role sections)
for more information on the server roles.

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 Chapter 2

Alcatel OmniPCX 4400 Via

Alcatel TSAPI

This chapter describes how to install and configure an Alcatel switch integration via the
Alcatel Telephony Services Application Programming Interface (TSAPI) adapter.

Topics
 Requirements, page 11
 Limitations/Known Issues, page 12
 Licensing, page 13
 Configuration Checklist, page 14
 Configuration, page 16
 Maintenance, page 26
 Troubleshooting, page 27
Chapter 2 -

Requirements
Verint Field Services personnel should confirm with the customer that they have the
following switch/CTI configuration. Please refer to Verint Product Central and the Site
Preparation Checklist for the latest information on supported switch/CTI combinations.

Switch/CTI Requirements

Specification Requirement

Switch Name & Model OmniPCX 4400, OmniPCX Enterprise, OmniTouch

Switch Interface Type CSTA Phase II

CTI Middleware Alcatel TSAPI Premium Server

Recorder Requirements
A certain number of User Datagram Protocol (UDP) ports must be made available in
Delivery environments. The total number depends on the number of licenses you have,
and on the requirements of your particular integration. Calculate your port requirements
per Recorder using the following formula:

number of licenses x number of ports required for the integration x 1.2 = total ports

The number of ports per license required in an Alcatel integration is 4.

Example:
Say you have 200 licenses. For this integration you would calculate the number of ports
as follows:

200 (number of licenses) x 4 (number of ports required for the integration) x 1.2 = 960

NOTE Note that you must allow for a minimum of 100 ports (even if the
calculation above yields a lower number).

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Chapter 2 -

Limitations/Known Issues
Please note that to record in networked Alcatel PBX environments you must dedicate a
DR-Link to each networked PBX. This means that you cannot split a TDM voice card
between two networked PBXs.

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Chapter 2 -

Licensing
The switch must be licensed for CSTA monitor requests. In addition, TSAPI licenses are
required for each extension and Agent ID that the integration will monitor. Alcatel
requires these TSAPI licenses in order to provide the Integration Service with the events
that it requires from TSAPI to track calls and agents.
In addition note the following requirements specific to either DR-Link or IP DR-Link.

DR-Link
Ensure that you have the following licenses for DR-Link:
 lock 130—to specify the type of voice recording system used.
 "0" if no voice recording system is connected.
 "2" to specify that the voice recording system is from Verint.
 lock 145—set to the number of simultaneous recording requests (maximum 600).

IP DR-Link
Ensure that you have the following IP DR-Link licenses:
 lock 130—to specify the type of voice recording system used.
 "0" if no voice recording system is connected.
 "2" to specify that the voice recording system is from Verint.
 lock 334—to specify the maximum number of IP recording flows available.

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Chapter 2 -

Configuration Checklist
Complete the following checklist before you begin the configuration process.

Done? Task More Information

 1 Ensure that all system and network Requirements, page 11

requirements are met.

 2 Ensure that all licensing requirements Licensing, page 13

are met.

 3 Obtain all required information from

the customer and validate site
configuration. Record the following in
the Site Preparation Checklist:

 a. A list of agent extension numbers to

be recorded.

 b. Alcatel TSAPI Service Id. Identifier of link on Alcatel TSAPI

Premium Server

 c. Alcatel TSAPI server login ID and

password.

 d. Telset IDs.

 e. Agent IDs for the agents to be

recorded.

 f. Agent groups to be monitored.

 g. Route points to be monitored.

 h. Hunt Group number.

 4 Configure the switch. Configure DR- Configure the Switch, page 16

Link or IP DR-Link if applicable.

 5 Install the Recorder and add it to your Recorder Installation and Upgrade Guide and
site. Enterprise Manager Configuration and
Administration Guide

 6 Configure the Recorder. Configure the Recorder, page 17

 7 Install the Alcatel TSAPI client. Install the Alcatel TSAPI Client, page 23

 8 Configure the TSAPI adapter. Configure the Alcatel TSAPI Adapter, page 24

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Chapter 2 -

Done? Task More Information

 9 Place a test call to an extension that is Troubleshooting, page 27

set to Record (either because of an
extension recording mode or Recording
Rule). If the call is not recorded or can’t
be replayed, troubleshoot.

 10 Configure Screen Recording (if Recorder Configuration and Administration

required). Guide

 11 Configure Redundancy (if required). Configure High Availability on page 30

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Chapter 2 -

Configuration
The Alcatel TSAPI adapter connects to the TSAPI Premium Server over the LAN using
TCP/IP via the TSAPI SDK. The Alcatel TSAPI Premium Server in turn connects to the
Alcatel switch. The Alcatel TSAPI Premium Server provides the adapter with real-time
telephony information from monitored extensions, agent ids, route points, and agent
groups. Information contained in these messages is tagged along with the recording.
Alcatel integrations can be configured with or without support for IP DRlink or TDM
DRlink—distinctions among the settings for the different scenarios are noted throughout
this chapter, wherever applicable.
There are five facets to the configuration of an Alcatel Integration:
 Associate the Recorder with the Integration Service on page 16
 Configure the Switch
 Configure the Recorder on page 17
 Install the Alcatel TSAPI Client on page 23
 Configure the Alcatel TSAPI Adapter on page 24

Before you begin

1 Make sure you receive from the Project Manager a completed Site Preparation
Checklist. This contains all values required for the configuration.
2 Install and configure the Recorder for the enterprise by consulting the following
guides:
 Installation Guide
 Enterprise Configuration Guide
 Recorder Configuration and Administration Guide

Associate the Recorder with the Integration Service

To allow an IP Recorder or TDM Recorder to be controlled by the Integration Service,
associate it with the Integration Service role. See the Recorder Configuration and
Administration Guide for details.

Configure the Switch

If you are using TDM Station-Side, proceed to Configure the Recorder on page 17. If you
are using,
 TDM Delivery, see Configure DR-Link on page 17.
 VoIP Delivery, see Configure IP DR-Link on page 17.

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Chapter 2 -

Configure DR-Link
Use the following procedure to configure DR-Link.
1 Declare the PCM2 board as an “IVR-Z30” board, and set the following parameters:
 Network Recording Use—Enable by selecting the checkbox.
 IVR Protocol—Set to No IVR Protocol.
2 Create new users on the Z30 board by declaring analog sets with a physical location
on this board (30 phone numbers must be defined in the Phonebook). Start from
Equipment Address 1, and go up to 30.

Configure IP DR-Link
For IP DR-Link, you must set certain parameters.
1 Under CSTA, set the DR-Link on IP supported parameter to YES.
2 Set End of recording on end of call to either YES or NO, depending on the
customer requirements. If enabled, the recording of a device will be stopped before
the end of a call. This parameter is only available in IP DR-Link (not in DR-Link).

NOTE The recording stays active until “Stop IP Recording” is requested, even if
the device goes out of service.

3 Under Phone Facilities Categories, set Record Authorization (under Rights) to 1

allow the System administrator to authorize the recording of a category of users.
4 Under Recording IP logger, configure the system to declare all IP loggers.
5 Under IP Domain, configure Quality of service IP recording to have a different
TOS/DiffServ for recording if necessary (i.e., in order not to disturb voice
communications).

Configure the Recorder

The following section describes the supported deployment scenarios and general
configuration information for an Alcatel switch integration via the Alcatel TSAPI adapter.
Refer to the Recorder Configuration and Administration Guide for additional information
on setting up recording.

IMPORTANT For each of the following scenarios, you must create a data source with an
Alcatel switch type. Configure these settings in Enterprise Manager unless
otherwise indicated.

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Chapter 2 -

Before you begin

In Enterprise Manager, create a Phone data source for the Alcatel 4400. You will
associate the adapter with this data source in Recorder Manager when you Configure the
Alcatel TSAPI Adapter on page 24.
Next, complete one of the following sections, depending on the Recording Solution.
 VoIP Delivery (IP DRlink) on page 18
 TDM Delivery (TDM DR-Link) on page 20
 TDM Station-Side on page 22

VoIP Delivery (IP DRlink)

VoIP Delivery is implemented using IP DRlink. When using an Alcatel switch integration via
the Alcatel TSAPI adapter with IP DRlink, you must do the following (see the Recorder
Configuration and Administration Guide for instructions):
 In Enterprise Manager,
 create an IP Extension Pool member group. Set the Recorder Control Type
to CTI Controlled or Recorder Controlled.
 set the Fallback Type to Never, On CTI Disconnection, or Always (see the
Recorder Configuration and Administration Guide for details).
 associate the member group with an IP recorder under Shared Recorders.
Assign and create phones.

 In Recorder Manager,
 set the Start On Tap/Stop On Tap fields for the channels on the Recorder to

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Chapter 2 -

- Never or InFallback, if you selected CTI Controlled as the Recorder Control

Type in the member group.
- Always, if you selected CTI Controlled as the Recorder Control Type in the
member group.
 under General Setup > Capture Settings > Cards and Filters, set the NIC
Recording Type to Delivery and input a range value for Starting Port and
Ending Port. See Recorder Requirements on page 11 to learn how to calculate
the number of ports required. Allow for a minimum of 100.

 under General Setup > Capture Settings > Protocols, make sure that no
protocols are selected.

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Chapter 2 -

TDM Delivery (TDM DR-Link)

TDM Delivery is implemented using TDM DR-Link (or DR-Link). When using an Alcatel switch
integration via the Alcatel TSAPI adapter with IP DR-Link, you must do the following (see
the Recorder Configuration and Administration Guide for instructions):
 In Enterprise Manager,
 create a Trunk Span Recording Resource member group associated with the
TDM Recorder. Select a Port Count of 30, set the Coupler, Crystal, and First
Time Slot according to the voice card in your possession. The Recorder
Control Type will be DR Link by default. Associate the member group with a
TDM recorder under Shared Recorders. Click Generate Members.

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Chapter 2 -

 create a Selective Extension Pool member group. Under Associated

Member Groups, associate this member group with the Trunk Span member
group created above.

 In Recorder Manager, configure the voice card.

NOTE Please note that DT cards are the only type of voice card supported at this
time, and the settings below apply to this card type.

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Chapter 2 -

 Under General Setup > Voice Cards > Card, enter the following settings:

Setting Value

Mode E1

Input Companding Type Alaw

Audio Format G723.1 5.3 kbps [VAD]

Stop Trigger Duration (ms) 5000

Start Trigger Duration (ms) 250

Max Record Time (sec) 3600

Fallback Time (sec) 0

Rollback Buffer (ms) 1000

 Under Trunk 1, set the Data Source to the one you created above, in
Enterprise Manager, and set the Member Group to the Trunk Span Member
Group. Set the Protocol to Non-ISDN.

TDM Station-Side
When using an Alcatel switch integration via the Alcatel TSAPI adapter with TDM Station-
Side Recording, you must do the following (see the Recorder Configuration and
Administration Guide for instructions):
 In Enterprise Manager,
 create a Compliance Station Extension Group member group associated with
the TDM Recorder. Specify a Port Count and Fallback Type. The Recorder will
use the Fallback Type to determine the Recorder Control Type implicitly.

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Chapter 2 -

 In Recorder Manager, configure an Analog Voice card and associate it with data
source and member group created above.

Install the Alcatel TSAPI Client

The customer must provide the TSAPI client installation software. Use the following
procedure to install:
1 Run the TSAPI software Setup.exe file.
2 On the Welcome dialog box, click Next.
3 On the Software License dialog box, click Yes.
4 In the Choose Destination Location dialog box, make any site-specific changes
and click Next.
5 At the Start Copying Files dialog box, click Next.
6 The installation process will copy files onto the machine, and then display a
message indicating the Setup is complete. Click Finish to exit the installation.
7 Open the file alccsta.cfg. Locate the line identifying the Alcatel switch and edit it to
reflect your particular environment, in the format switchname IPaddress port.
For example, PCX4400 10.161.135.71 3595.
8 Copy the following files from the install directory (C:\Program Files\Alcatel\TSAPI
Client\Cstatst32 by default) to the Integration Service directory
(%IMPACT360SOFTWAREDIR%\ContactStore):
 csta32.dll
 alccsta.cfg

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Chapter 2 -

Configure the Alcatel TSAPI Adapter

Use the following procedure to create a CTI adapter for the Alcatel Omni PCX 4400
switch using the Telephony Server Application Programming Interface (TSAPI).

To create an adapter for the Alcatel OmniPCX 4400 via TSAPI

1 In the Recorder Manager, choose General Setup > Integration Service >
Settings.
2 Click Create.
3 In the right-hand pane, in Choose a CTI Adapter to Create, select Alcatel TSAPI
Interface.
4 Specify settings for this adapter in the right-hand pane, referring to the following
table (all fields are required unless otherwise indicated):

Field Description

Adapter Name Type a unique name for this adapter. Do not use any
special characters or characters that truncate xml.
This field is not case sensitive.

Description Type a description of the adapter (optional).

Adapter Type This is a read-only field that specifies the adapter

type selected in step Step 3.

Startup Type Select a startup type: Automatic, Manual, or

Disabled.

DataSource Select a data source created in Enterprise Manager

(see "Creating a Data Source" in the Recorder
Configuration and Administration Guide).

Alcatel TSAPI This is the internal identifier by which the switch is

Service Id known to the Alcatel TSAPI Premium Server. The
string takes the format
ALCATEL#switch#CSTA#machine. Replace
“switch” with your switch name and “machine” with
your Alcatel TSAPI Server’s IP address, for example:
ALCATEL#PCX4400#CSTA#10.161.135.71. This
will be the same information you specified in
alccsta.cfg after installing the TSAPI client.

Login Name Specify the login name used to access the TSAPI
server. The default is login.

Login Password Click the button beside the Password field to type a
password used to access the TSAPI server.

Application Name Identifies the application logging in to the TSAPI

server (for example, Verint Recording).

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Chapter 2 -

Field Description

Service Version Id This ID number identifies the type of voice recording

system listening service. For Alcatel Version 5 or
later switches (and some more recent version 4
switches), set to 234 (the default).

TSAPI Version Select the version from the dropdown list.

Monitor Agents Select this text box to monitor agents on this

adapter.

5 Under Advanced Settings, use the Key and Value fields to enter any proprietary
pairs that are in use in your system.
6 Click Save. The adapter appears in the left-hand pane.

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Chapter 2 -

Maintenance
Please note the following maintenance guidelines:
 Any changes to the Extensions that are being recorded may result in required
changes to the Data Source used by the Alcatel TSAPI adapter.
 Any changes to the Agent IDs that are being recorded may result in required
changes to the Data Source used by the Alcatel TSAPI adapter.
 Any changes to the Agent Group numbers may result in required changes to the
Data Source used by the Alcatel TSAPI adapter.

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Chapter 2 -

Troubleshooting
Recorder services won’t restart after TSAPI client
installation
Issue: After installing the Alcatel TSAPI client, Recorder services will no longer restart.
Cause: The Recorder services depend on a pair of system DLLs (libeay32 and ssleay32).
The Alcatel TSAPI client installations include different versions of these DLLs.
Resolution: Uninstall the TSAPI client and create a backup of the libeay32 and ssleay32
DLLs in WINDOWS\system32 if it exists (WINDOWS\SysWOW64 for 64-bit Windows).
Re-install the TSAPI client. Copy the original DLLs back into system32 (or delete the new
versions if there was no original copy). This should restore the original DLL configuration
and allow the Recorder services to start again.

Open stream error<xxx> for Service<xxx>

Issue: This error message in the Alcatel TSAPI Adapter log indicates that the adapter is
unable to communicate with the Alcatel TSAPI Server.
Cause: Alcatel TSAPI Adapter improperly configured in the Recorder Manager.
Resolution: Use Recorder Manager to view the Alcatel TSAPI adapter configuration
information and verify that the Alcatel TSAPI Service ID, Login Name, and Login
Password match the information provided by the customer’s Alcatel TSAPI Server
Administrator.
Cause: Network problem between the Integration Service and the Alcatel TSAPI Server.
Resolution: Verify network connectivity between the Integration Service and the
Alcatel TSAPI Server using the hostname information provided by the customer’s Alcatel
TSAPI Server Administrator.
Cause: The Alcatel TSAPI Server link is not presently functioning.
Resolution: Have the customer’s Alcatel TSAPI Server Administrator verify that the
Alcatel TSAPI Server link is currently operational.

Error Sending Service Register Request

Issue: This error message in the Alcatel TSAPI Adapter log indicates that the adapter is
able to communicate with the Alcatel TSAPI Server but that service request is being
rejected.
Cause: Alcatel TSAPI Adapter Service Version ID is improperly configured in the
Recorder Manager.
Resolution: To verify that the correct Service Version ID is configured correctly, use the
Alcatel CSTA Application (cstatst32.exe, installed with the client) to verify that this

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Chapter 2 -

Alcatel provided application is able to successfully send an Escape Service Register

Request.
Cause: Alcatel switch not properly licensed.
Resolution: Request that the customer’s Alcatel switch administrator verify that the
Alcatel switch is licensed for CSTA monitor requests.

Testing the System

You may use Alcatel’s CSTA tool to test connectivity (that is, if CTI performs as expected
with CSTA, the Integration Service should work as well, under the same conditions).

Recorder Alcatel Integration with Recorder Guide 28

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 Chapter 3

Configure High Availability

This chapter covers configuration notes specific to configuration of High Availability (also
referred to as Redundancy) for the Recorder in deployments with Alcatel. For general
information, see “Configure High Availability” in the Recorder Configuration and
Administration Guide.

Topics
 N+N Redundancy, page 31
Chapter 3 -

N+N Redundancy
When configuring member groups in N+N, (“Create and Edit Member Groups and
Extensions” in the Recorder Configuration and Administration Guide), the member group
settings you should choose for Alcatel are as follows.

NOTE It is not necessary to set a load balancing type for any of these scenarios.

Type Primary Recorder Settings

Member Group Recorder Control Type

Station Tap Compliance Station Extension Recorder Control Type is not

Group applicable to the Station Tap.
TDM station and trunk use the
fallback type to determine the
control type implicitly.

Recorder Alcatel Integration with Recorder Guide 31

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