AWFOS ACTIVE RECORDING WITH IPO 10

INTEGRATION IT | May 2, 2017 | Avaya | No Comments

Avaya AWFOS Active Recording with IPO 10 is possible, now you can upgrade your existing AWFOS application to latest release AWFOS 5.0.2 and can get the following options enabled.

 

  • Integration with Avaya IP Office 10.0 and above using DevLink3 protocol, for both Active as well as Passive recording
  • Dashboard support for Agents with Recording indicators.

 

AWFOS ACTIVE RECORDING WITH IPO 10

AWFOS ACTIVE RECORDING WITH IPO 10

How it works:-

 

AWFOS ACTIVE RECORDING WITH IPO 10




AWFOS ACTIVE RECORDING WITH IPO 10: In active recording, the Avaya Workforce Optimization Select Recorder uses SIP adapter to get voice streams and Devlink3 adapter to get call signalling information and phone extension information. Devlink3 adapter sends requests to Avaya IP Office 10.x for RTP information and SIP adapter IP address. Avaya IP Office 10.x establishes a SIP channel between Avaya IP Office 10.x and SIP adapter and forks stream to SIP adapter. The SIP adapter, then, sends voice stream messages to the Avaya Workforce Optimization Select Recorder.

Devlink3 adapter establishes a TCP channel with Avaya IP Office 10.x using Devlink3 protocol and receives events from Avaya IP Office 10.x. Devlink3 adapter, then, sends call signaling events to the Avaya Workforce Optimization Select Recorder. The call comes from the PSTN to Avaya IP Office 10.x. Avaya IP Office 10.x then routes the call to relevant phone extensions configured in Avaya IP Office 10.x. After the call lands on the extension, the corresponding desk phone is registered with Avaya IP Office 10.x. The call traverses through a layer 2 switch to the IP phones. Call signaling related information is sent by Avaya IP Office 10.x to Avaya Workforce Optimization Select Recorder using the Devlink3 adapter. Avaya IP Office 10.x sends voice streams to the Avaya Workforce Optimization Select Recorder using SIP adapter.

For active recording, you must:

• Connect the recorder to a Devlink3 adapter and a SIP adapter.

• Configure parameters for agent login information and call signaling information in Devlink3 adapter.

• Configure parameters for voice stream in SIP adapter.

• Configure SIP adapter as cluster.

 

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