Alcatel-Lucent Omnipcx Enterprise Communication Server: Call Recording Interfaces

Alcatel-Lucent OmniPCX Enterprise
Communication Server
Call Recording Interfaces

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Table of

contents
1 Introduction......................................................................................... 1-1
1.1 Passive and Active Recording Interfaces .................................................................................. 1-1
1.1.1 Overview ....................................................................................................................... 1-1
1.1.2 Passive Voice Recording .............................................................................................. 1-1
1.1.3 Active Voice Recording ................................................................................................. 1-2
1.2 Total or Selective Recording Modes .......................................................................................... 1-2
1.3 CTI Links .................................................................................................................................... 1-2
2 Passive Recording Interfaces............................................................ 2-1

2.1 Extension Side Recording.......................................................................................................... 2-1
2.1.1 Overview ....................................................................................................................... 2-1
2.1.2 Installation / Configuration............................................................................................. 2-2
2.1.3 Licenses ........................................................................................................................ 2-2
2.1.4 Restrictions / Limitations ............................................................................................... 2-2
2.2 Trunk Side Recording ................................................................................................................ 2-3
2.2.1 Overview ....................................................................................................................... 2-3
2.2.2 Trunk Group Identification............................................................................................. 2-4
2.2.3 Network Time Slot ......................................................................................................... 2-5
2.2.5 Licenses ........................................................................................................................ 2-8
2.2.6 Restrictions / Limitations ............................................................................................... 2-8
2.3 IP Sniffing ................................................................................................................................... 2-9
2.3.1 Overview ....................................................................................................................... 2-9
2.3.2 Restrictions / Limitations ............................................................................................. 2-10
3 Active Recording Interfaces .............................................................. 3-1

3.1 TDM DR-Link ............................................................................................................................. 3-1
3.1.1 Overview ....................................................................................................................... 3-1
3.1.2 Standalone DR-Link ...................................................................................................... 3-2
3.1.3 Network DR-Link ........................................................................................................... 3-2
3.1.4 Beep Generation ........................................................................................................... 3-3
3.1.6 Licenses ........................................................................................................................ 3-7
3.1.7 Limits and Constraints................................................................................................... 3-8
Call Recording Interfaces 0-1

3.2 IP DR-Link ................................................................................................................................ 3-11

3.2.1 Overview ..................................................................................................................... 3-11
3.2.2 Use Cases................................................................................................................... 3-12
3.2.3 Beep Generation ......................................................................................................... 3-14
3.2.4 Recording in PBX Network.......................................................................................... 3-14
3.2.5 Encryption ................................................................................................................... 3-15
3.2.6 Installation / Configuration........................................................................................... 3-16
3.2.7 IP DR-Link Licenses.................................................................................................... 3-18
3.2.8 Limits and Constraints................................................................................................. 3-19
4 Reliability............................................................................................. 4-1
4.1 OmniPCX Enterprise Redundancy ............................................................................................ 4-1
4.2 Passive Communication Server................................................................................................. 4-3
4.3 Branch Office Recording ............................................................................................................ 4-4
4.4 Backup TSAPI............................................................................................................................ 4-5
4.5 Security and Confidentiality........................................................................................................ 4-6
5 Special cases ...................................................................................... 5-1

5.1 How to Record IVR Ports ........................................................................................................... 5-1
5.2 How to Record Attendant Console Calls.................................................................................... 5-1
5.3 How to Record Mobile Users ..................................................................................................... 5-2
5.3.1 Solutions Based on the “Nomadic” Mode...................................................................... 5-2
5.3.2 Solutions Based on the Remote Extension Feature ..................................................... 5-2
5.3.3 Solutions Based on the CMP Board.............................................................................. 5-2
6 Appendix A: License summary table................................................ 6-1

6.1 Scope ......................................................................................................................................... 6-1
6.2 Licensing .................................................................................................................................... 6-1
7 Appendix B: Recorded Devices by Recording Method................... 7-1
0-2 Call Recording Interfaces

Chapter
1 Introduction
This document describes the different interfaces to connect a Voice Recording System (VRS) to
the OmniPCX Enterprise in order to record conversations.
NOTE
This document is applicable for OmniPCX Enterprise R8.0 and later versions.
1.1 Passive and Active Recording Interfaces
1.1.1 Overview
There are passive recording interfaces where the OmniPCX Enterprise has no specific action,
the VRS re-uses the existing interfaces and the active recording interfaces specially designed
and developed for recording when the OmniPCX Enterprise plays an active role.
Active recording interfaces were developed on the Alcatel-Lucent OmniPCX Enterprise to

overcome the passive recording interface limitations and to add valuable features such as:
− Dedicated license control
− User category protected against recording
− Beep generation
− Trunk type independent
− No telephone services restriction because recording
− All types of calls are recorded including internal calls and calls forwarded in the
homogeneous OmniPCX Enterprise network
− Less cabling and resource optimization
1.1.2 Passive Voice Recording

The VRS captures the audio packets based on three possible interfaces:
− Taps the lines connecting the phones to the audio boards, also called Extension side
recording,
− Taps the trunk lines connecting the trunk boards to the PSTN, also called Trunk side
recording,
− Sniffs (or mirrors) IP networks also called IP sniffing.
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Chapter 1 Introduction
1.1.3 Active Voice Recording

In the active voice recording mode, the OmniPCX Enterprise provides a call copy on VRS
demand. The VRS monitors the recording requests and the audio packets are directly sent to
the voice loggers. The OmniPCX Enterprise offers two dedicated recording interfaces:
− Dedicated Recording-Link (or TDM DR-Link) where the logger is connected to PCM
boards.
− IP Dedicated Recording-Link (or IP DR-link) where a direct RTP flow is established
between IP phones and VoIP loggers.
A detailed description of these interfaces is given further in this document
1.2 Total or Selective Recording Modes

Using various recording interfaces, a VRS may provide different recording modes:
− Total (or Systematic) Recording: Records all conversations for all connected or declared
devices (agent to/from customer, agent to/from agent).
In general, this recording type is used to resolve disputes (complaint management).
− Selective Recording: Records selected conversations based on filter criteria. The user
defines what to record according to the predefined schedule or criteria that can be:
• Based on rules
• Statistical for Quality Management
• On user request: Record on Demand (RoD)
Selective recording can also be used to record all conversations.
NOTE
For some VRS vendors, Total Recording has a more specific objective: the capability to record
calls even if the CTI link is temporarily down. This is why it often only applies to Passive
Recording interfaces. But as described in the following chapters that are also available for
Active Recording interfaces.
1.3 CTI Links

In addition, to capture the audio, a VRS needs the indexing related to this audio to ease
possible queries.
With no CTI links, the VRS will have limited data such as channel number, start date/ time and
end date/time that are not powerful enough to retrieve a given call (for a disputes or for quality
measurements).
The CTI Link will provide valuable data for the query such as Calling number, agent/extension
number, agent name, correlator/business data, ANI, etc…
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Introduction
The main CTI link to be used for a VRS is the TSAPI Premium Server, It is mandatory for the
Active Recording interfaces.
However, a direct CSTA link or Genesys T-Server could be used for the Passive Recording
interfaces only or to add attached data.
In some cases, for example, for recording on the attendant console or for Total Recording, a
Call Detail Report (CDR) link can be used to get data at the end of the call.
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Chapter 1 Introduction
1-4 8AL 90606 USAA - Ed. 01 - 2009 - Introduction

Chapter
2 Passive Recording Interfaces
2.1 Extension Side Recording

This recording interface addresses TDM phones: digital and analog extensions.
2.1.1 Overview
For analog/ Plain Old Telephone System (POTS), extensions telephone lines are directly
connected to the voice logger via the Main Distribution Frame (MDF). No additional wiring to the
telephone set is required.
For digital extensions (e.g. IP Touch Series 9), a special D/A (Digital to Analog) converter board
(REC-8) is necessary. This board is directly plugged into the OmniPCX Enterprise shelf (crystal
hardware) without any administration operation: only the power supply is required. This board
supports interfaces for eight digital sets: the first eight connectors receive the eight UA set lines
and the last eight connectors provide the analog output.
Back Panel
UA/NOE Sets
P1
UA/NOE
P32
REC-8
Analog Voice Logger
OmniPCX Enterprise MDF
Figure 1: REC-8 Boards Connections
For example, recording 32 sets from one UA32 board requires four REC-8 boards.
The board reference is 3BD19218AH.
For Common Hardware equipment, a REC-1 box exists with reference 3BD19160AE.
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Chapter 2 Passive Recording Interfaces
2.1.2 Installation / Configuration

Nothing must be declared within the OmniPCX Enterprise. The REC-8 board fits into any slot of
the OmniPCX Enterprise Crystal shelf.
On the board, each equipment has a LED indicating that the circuit is synchronized with the
digital set (LED switched off = correct synchro).
NOTE
The cable length between the telephone set and the OmniPCX Enterprise must not exceed
500 m.
2.1.3 Licenses
A CTI license is not mandatory. Only an option to add indexing is required.
The CTI licenses to be used are standard licenses depending on the CTI link type and the
monitored extension number to be recorded.
Example: Recording of 10 analog extensions + 20 digital extensions (e.g. 10*4039 and

10*4029: if the VRS uses TSAPI, 30 TSAPI licenses will be required.
2.1.4 Restrictions / Limitations

Concerning extensions, the VRS size depends on the extension amount.
No beep generation
No protection against recording
The cabling error risk increases with the amount of TDM phones, when there are configuration
changes.
WARNING
Several VRS’s with certified Interworking offer digital voice recording solutions based on a
specific decoder for Alcatel-Lucent proprietary protocol (UA/NOE). Such solutions are not
supported (there is no Alcatel-Lucent commitment for release upward compatibility).
Only interworking with VRS using REC converters is certified and supported.
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Passive Recording Interfaces
2.2 Trunk Side Recording
2.2.1 Overview
The trunk side connection allows the VRS to tap the trunks between the Public Switching
Telephone Network (PSTN) and the OmniPCX Enterprise.
On the trunk side, the VRS can always capture the voice.
For example, for a T2 trunk, each line will provide 30 channels simultaneously.
For indexing, the VRS needs to handle at least two proprietary parameters provided by the CTI
link:
− The trunk group (trunk board location)
− The trunk channel number or Network Time Slot.
The trunk group identifies the board where the call is connected and the Network Time Slot
identifies the exact voice channel.
Several CTI links provide the previous information:

− Direct CSTA link
− TSAPI Premium Server
− Genesys Tserver
Trunk side is sometimes proposed for resiliency (or Total recording). This is not possible if the
trunk group and the trunk channel number are not provided.
There are ISDN and PCM trunks:

− ISDN trunks (E1, T2, T0) where trunk group and trunk number are provided by CTSA events
− PCM trunks where NEQT directly gives the channel number.
NOTE 1
Trunks might be ISDN or non-ISDN (e.g. PCM) trunks. To check if the given trunk for the given
country is supported by Alcatel-Lucent CSTA, refer to the CSTA programming guidelines for
the given OmniPCX release.
A trunk supported by CSTA is not sufficient to ensure compatibility with a VRS. In addition the
Time Slot must be provided by CSTA implementation. For example, DPNSS or T1 are
supported by CSTA but are not supported by recording systems due to the missing time slot as
private information in the CSTA events.

NOTE 2
PSTN trunks are not grouped. They can be grouped by the voice logger (for optimization
purpose of voice channels to be recorded).
Calling party and called party located in two different records can be used for quality
monitoring, emotion detection, overlapping conversation detection, and more efficient speech
recognition.
Trunks are connected from the PBX to the voice recorder using a twisted-pair (TPI) cable and
an RJ-45 connectors.
2.2.2 Trunk Group Identification

Trunk group identification does not exist in the OmniPCX Enterprise switch. Instead, the switch
provides dynamic identifications (NEQT) and the values depend on the location of the trunk
board (BRA, BPRA, PRA, etc...).
NOTE
Each time the boards are moved, the values can be modified. Sometimes, an upgrade may
also modify these values.
There are 30 NEQT values for T2 or E1 trunks (30 channels) and 2 values for T0/S0 trunks,
etc...
To define a trunk group, you must know the:

− Board type: PRA2, BPRA,
− Exact location in terms of shelf and slot number
To obtain the:
• Shelf list, execute the config all command
• Slot, execute the config X command, where X is the shelf number

− Then the possible NEQT value list is provided by the listerm x y command, where x is the
shelf number and y the slot where the board is located.
The NEQT values are listed after the FANTOMICT2

(see attached example where the NEQT values range from 279 to 308)
2.2.3 Network Time Slot

The Network Time slot is given by the private data associated with each CSTA event
(Established, Transferred, Queued, etc...).
The combination of an NEQT value and a Time slot gives the exact time slot of the
corresponding board to which the voice to be recorded is connected.

For trunks based on PCM boards (instead of T2, T0 or E1 boards for ISDN trunks), the private
field is not required. The NEQT information directly gives the channel identification.
NOTE
The possible values of Network Time slot for T2 or E1 range from 1 to 15 and 17 to 31 (value
16 does not exist).

The Network Time Slot is provided in the following CSTA events:

− Network Reached
− Delivered
− Established (only for outgoing calls)
− Transferred
− Conferenced
− Queued (for multi-line sets)
2.2.3.1 Example
You will find below a test case where the events originate from the TSAPI Csta32.exe
application.
Call Scenario: Monitored Device (3551) makes an outgoing call.
The Delivered event is as follows:
###################################################################
CSTA UNSOLICITED EVENT Delivered V2
Cross Ref ID:17624065
Delivered Connection: CallID: 79 DeviceID: 8192260 Dynamic ID Alerting Device: Device ID:03552 Type:
IMPLICIT PUBLIC Status: ID PROVIDED Calling Device: Device ID:3551 Type: IMPLICIT PRIVATE
Status: ID PROVIDED Called Device: Device ID:03552 Type: IMPLICIT PUBLIC Status: ID PROVIDED
Last Redirection Device: Device ID: Type: DEVICE IDENTIFIER Status:ID NOT REQUIRED Originating
Connection: Call ID:-1 DeviceID: STATIC ID Connection State: CONNECT Event Cause: NETWORK
SIGNAL PRIVATE DATA RECEIVED -Vendor:Alcatel Message Sequence Nb:0 Time
stamp:011017173523Z
Network TimeSlot 504:

Network Time Slot: 15
Global CallID 521:

Global CallID:2da5cd3b4f000100
National Indication 523:

Device: Device ID:3551 Type:EXPLICIT PUBLIC UNKNOWN Status: Unknown Status
###################################################################
So, the NEQT value is extracted from the Delivered Connection Device ID 8192260 i.e. right
shift it by 16 bit and we get the value 125.
Therefore, this NEQT value (125) matches the PBX settings.
The Network Time Slot 15 appears simultaneously.


Nothing must be configured.
2.2.5 Licenses
Trunk side recording requires TSAPI licenses (or Genesys, or CSTA for other integration type).
Licenses must be calculated based on the quantity of monitored/recorded devices: amount of

agents, people in the Contact Center, and the amount of extensions out of the Contact Centers.

The trunk side recording solution has no restrictions related to telephone features such as
conference or transfer calls, … Internal calls cannot be recorded (of course!).
All types of telephone sets can be recorded via a trunk side recording solution provided they are
supported (monitored) by CSTA: i.e. Contact Center agents as well as multiline business sets or
unwired sets (DECT, WIFI) or VoIP sets. This also includes:
− Virtual sets (i.e. with no physical address)
− 4980 or My IC or CCA in Nomadic mode (GSM or VoIP)
− Remote extensions (mobile phones)
The following sets are not supported by Alcatel-Lucent CSTA protocol. So, they cannot be
recorded:
− Attendant sets
− Telephone sets from old Alcatel systems (such as 4023),
− SO sets.
− Stations involved in a 30-party conference
However, the main important limitation is due to the

− Restricted list of trunks supported by CSTA
− Trunks for which the Network Time Slot is provided as a private field.
Supported trunks: T2, E1 and T0.
Non-supported trunks: T1, DASS2, DPNSS and all other analog trunks.
PCM trunks are well supported because the Network Time Slot is directly given by the NEQT
value.
Another important limitation is the following: the trunk side recording solution cannot be used to
record “transit calls” in a PBX network. Only “local” calls can be recorded.
On the trunk side, the VRS is sized based on the amount of trunks, For Contact Centers, it can
be bigger.
No beep generation.
No protection against recording.

2.3 IP Sniffing
2.3.1 Overview
Similarly to the way the Network Analyzer Tools monitor the LAN/WAN to analyze network
performances, a passive VoIP logger monitors the LAN to detect and capture RTP packets.
The passive logger monitors the packets that go through the PSTN gateway or the router for
intranet/internet calls in order to record inbound and outbound calls.
NOTE 1
Such recording solutions may need to use some kind of port traffic duplication method when
connecting to a LAN Switch (such as Span Port feature, Port Mirroring or VLAN creation.
In general, the passive logger monitors the LAN for the RTP packets that are encapsulated in
an UDP/IP packet with an IP address corresponding to one of the IP addresses that were
selected for recording. If the destination IP address (extracted from the IP header) matches one
of the extension IP addresses selected for recording, this packet is captured and added to the
voice stream that is being recorded.
OmniPCX Enterprise
RTP Media Stream Static IP
passively “sniffed“ ports
along IP path
Agents
PSTN
Router/ VoIP Recorder

IP WAN Gateway

NOTE 1
Sometimes, some VRS may work in active mode, which means that the VoIP logger is invited
to a conference call when a user initiates recording on demand using an Active Conference
Logger. The logger contains several VoIP terminal (H.323 terminals) emulations that will be
configured in the PBX as a hunt group.
The agent who requests recording will invite a hunt group extension to join the call as a
participant (typically via one key on the terminal). A logger’s voice terminal emulation will
answer the call automatically and transfer its audio to the logger for recording.
Encryption was designed and implemented by some customers in order to be protected
against IP Sniffing recording.
NOTE 2
IP sniffing is no more officially supported by Alcatel-Lucent since the availability of the
IP DR-Link solution (OXE R8.0) which is more powerful and contains fewer restrictions than IP
Sniffing.
However IP Sniffing remains the only possible solution for specific context like attendant
console or 30-party conference calls where solutions based on CSTA are not appropriate.

− Due to the segmented LAN topology, the passive VoIP logger can only record the VoIP
packets that travel via the same LAN segment as the VoIP logger.
− Another restriction is the use of static IP addresses for VoIP devices because our standard
CTI link and CSTA do not provide such information.
However, the VRS can implement a solution which allows to dynamically get the device IP
address. For example, XML PBX Management Web Services allow to provide a given
terminal IP address.
− OmniPCX Enterprise encryption / decryption (MSM boxes) cannot be used for IP sniffing.


Chapter
3 Active Recording Interfaces
3.1 TDM DR-Link
3.1.1 Overview
The DR-Link (Dedicated Recording Link) is a dedicated link to a VRS.
A TDM DR-Link is based on two elements:

− A Voice Link based on the standard Alcatel-Lucent PCM2 boards where the D signalization
is limited to managing the 30 channels. This Voice Link is one way only.
− A Control Link based on the
• Standard CSTA sessions in order to get events related to the calls and
• Private Alcatel-Lucent CSTA commands in order to monitor the recording. Today only
Alcatel-Lucent TSAPI Premium Server supports theses specific commands.
The voice logger is connected to the PCM2 boards of the Alcatel-Lucent OmniPCX Enterprise
system. It gets voice on a given PCM channel after sending a CSTA request.
Whatever calls are received on a telephone set, whether internal or external, the voice can be
shared on a given PCM channel requested by the voice logger.
The following figure shows how a typical DR-Link solution is implemented with a voice logging
system.
Users A + B PSTN
User B
Voice Logger PCM2

Recorded Set
DR-Link
TSAPI Server User A
Call Logging Server
Voice Recording System
CSTA Protocol
Voice Flow
Figure 2: TDM DR-Link architecture
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Chapter 3 Active Recording Interfaces
DR-Link is best suitable for Selective and Total recording.
The main DR-Link advantages, especially compared to trunk side recording, are:
− Less cabling, easier installation and reconfiguration.
− Trunk type independent (QSIG or ISDN, analog or digital trunks provided that they are
supported by CSTA)
− Internal calls are also recorded
− The distance between the PBX and the logger can be long
− The Voice Logger size is optimized
− All telephone types are recorded: analog, digital, DECT, WIFI, IP phones.
− There is no telephone feature restriction due to recording. Recording is possible for all
telephone states.
− DR-link can be used to connect one voice logger per OmniPCX Enterprise (1 to 1) or to
connect one central voice logger to several Alcatel-Lucent OmniPCX Enterprise in a
homogeneous network (1 to n).
3.1.2 Standalone DR-Link

In the Standalone DR-Link solution, each PBX node has a dedicated voice logger and can only
record calls involving extensions managed by the given PBX node (see Fig 2).
3.1.3 Network DR-Link

The Network DR-Link solution allows networked recording in a homogeneous Alcatel-Lucent
network.
Recorded Set
PSTN
Recorded Set
Node 1 Node 2
ABC
Voice Logger Network
PCM2
CSTA Link CSTA Link
TSAPI Server
Call Logging Server
WAN
Voice Recording System
Figure 3: Network TDM DR-Link architecture
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Active Recording Interfaces
3.1.4 Beep Generation

Thanks to DR-Link features, a beep can be generated during the conversation to notify the user
of the current call recording.
The beep can be customized by modifying the following parameters: frequency, presence
duration, silence duration.
The VRS is responsible for implementing or not this feature in order to be able to generate one
or more beeps and to decide if the configuration is the same for the whole system or only for a
given recorded device.

DR-Link must be configured as follows:
3.1.5.1 Declare the PCM board

Declare the PCM/PCM2 board as a Z30 board.
Do not forget to set the following parameters

− Networking recording use to True.
− IVR protocol to “No IVR Protocol”

3.1.5.2 Create Virtual Recording Channels

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 to 30.
3.1.5.3 Declare the Central Node (only for Networked DR-Link)

Select the remote node for DR-Link and specify if the current node must be considered as a
Centralized DR-Link.
These parameters belong to the “Application/CSTA” menu.
The remote node (“Nice Associate Recording Node”) is represented by its node identification in
the Networked Enterprise.
The node identification is located in the “System” menu

To check the DR-link broadcast information through the network, you can display from the
Applications\Recording resources menu all the recording resources (terminal on Z30 board)
declared in each node.

NOTE
If the broadcast is not activated from the central recording node to the slave nodes, you must
execute the following instructions:
− Check that IP Tunneling is open between the nodes (see netadmin –m)
− Allow broadcast (command “mao +br”)
− Activate broadcast (command: “audit –l GEA (or FR0) as follows:
1. To choose the node list, select “Configuration” then “Selection of nodes”
2. Return to “Activation of the consistency check” then “Immediate running”.
3. From “Reference downloading over the network” choose item 53 “Recording Resource”
and activate broadcast on “Selected nodes”
After the broadcast is completed, you must have in Application/Recording Resources all the
PCM2 channels available for recording (locally and remotely) as displayed in the previous
screenshots.
3.1.5.4 Unauthorized Recording for Given Users

Thanks to DR-Link features, an administrator can protect a given extension against recording
using a voice logger. This feature is most important in a network.
The parameter called “Record Authorization” in Categories / Phone Facilities Categories from
the “Rights” menu must be set accordingly:
“0” means unauthorized recording.
When recording is forbidden on a device, the recording request is rejected with the “SECURITY
VIOLATION” error code.

3.1.6 Licenses
3.1.6.1 Software Locks

There are 3 software locks related to DR-Link features:
− Lock 145 gives the maximum available local recording channels (maximum 600)
− Lock 164 gives the maximum available remote recording channels (maximum 600)
− Lock 130 specifies if a VRS is used.
The following values are supported:
• “0” if no VRS is connected
• “1” if a Nice Systems recording system is used
• “2” for other systems
For a standalone DR-Link system, the Alcatel-Lucent OmniPCX Enterprise requires software
locks 145 and 130.
For a Network DR-link:

− The central Alcatel-Lucent OmniPCX Enterprise requires software locks 145 and 130
− The remote Alcatel-Lucent OmniPCX Enterprise requires software locks 164 and 130.

IMPORTANT NOTE
CSTA or TSAPI licenses are not required to use DR-Link features. Only DR-Link licenses are
required.
3.1.6.2 Monitoring
If at least one local recording channel (lock 145) is set, a maximum of 1000 CSTA monitoring
requests is authorized by default.
This value can be increased thanks to the ACTIS tool (3000 max for R9.0).
3.1.7 Limits and Constraints

Alcatel-Lucent DR-Link has no restrictions related to telephone features such as conference or
transfer calls.
The DR-Link can handle calls of any trunk type as long as they are supported by the CSTA
protocol (for more information, see the CSTA documentation).
The DR-Link supports all type of telephone sets for Contact Center agents as well as for
multiline business sets or unwired sets (DECT, WIFI) or VoIP sets and remote extensions
(mobile phones).
Some sets are not supported by the Alcatel-Lucent CSTA protocol. So, they are not recorded
using the DR-Link:
− Attendant sets (4059, ...)
− Telephone sets from old Alcatel-Lucent systems (such as 4023),
− SO sets.
− Terminals involved in 30-party conference
In addition, the following devices can be monitored by CSTA but they are not supported by DR-
Link.
− Virtual sets (i.e. with no physical address)
− 4980 or My IC or CCA in Nomadic mode (GSM or VoIP)
All these devices can be connected in a different way in order to be recorded (trunk or extension
side connection, or local plug for attendant).
The maximum capacity amounts to 600 voice recording channels per node.
If remote recording channels are used, please check the inter-node link capacity in order to
support the network traffic.
Recording channels must be correctly managed by the VRS. The switch only uses them
depending on the decision made by the external application.

3.1.7.1 Common Hardware versus Crystal Hardware (Conference Resources)

The caller/called voice flows are grouped by the OmniPCX Enterprise whereas the conference
resources are provided by the embedded hardware function when the PCM boards are located
in Crystal Hardware. Concerning Common hardware, the conference resources originate from
the DSP resources provided by specific boards (GA or GACONF) whose quantity must be
calculated manually (no help from ACTIS).
The maximum quantity of recorded devices per Common Hardware media gateways amounts
to 50.
NOTE
When stations depend on a Common hardware gateway, a conference resource is required
and can be provided by the following boards listed by decreasing priority: MEX (3 resources),
GD (3), GA (3) and GACONF (15).
In addition, if the PCM board is not located in the same MG, IP resources are required
between the device and the PCM board rack.
In case of missing conference resources, the system generates an incident.
Incident 2011: No IT between P1 and P2 or not enough conference resources
P1: Crystal shelf number or conference type requested
P2: Crystal shelf number
Possible values for P1:

− 0 ... 99 : missing IT between P1 and P2 for all connection types
− 250 : missing resources to establish a telephonic conference required in P2
− 251 : missing resources to record a conversation, simple or involving a third-party
conference handled by crystal P2
− 252 : missing resources to record a party of a third-party conference in the same crystal
P2 and the same board (GA or GACONF)
− 253 : the telephonic conference resource originates from a MEX or GD board and the
recording of a member of a third-party conference in crystal P2 is impossible.
NOTE
The VRS cannot get the real status of a recording request, Only the incident in the
administration console may display the possible errors.

3.1.7.2 VoIP Environment

IP phones and PCs with IP telephony are also recorded whatever type of set is used by the
other parties involved in the call. When the call is performed between two IP phones, the RTP
stream is forwarded via the OmniPCX Enterprise, using the VoIP gateway (INT-IP or GD
boards). So, the amount of channels (IP compressors) of these boards must be dimensioned
according to the maximum expected traffic.
NOTE
When an IP phone is declared in a DR-Link recording system, the direct RTP will be no longer
possible. Each conversation between two IP phones will reserve one IP compressor per
station.
On the other hand, the administrator must be aware that the use of compression algorithm
(G723, G729) in the system, may involve successive compression/decompression of the
recording flows because the recorded call must arrive at the PCM board in G711 mode,
Consequently, the resulting audio could be inaudible.

3.2 IP DR-Link
3.2.1 Overview
The IP DR-Link (IP Dedicated Recording Link) is a dedicated interface to a voice logger to
record Alcatel-Lucent IP Touch sets.
It is an optimized recording of Alcatel-Lucent IP Phones with direct RTP and better resiliency.
The solution is mainly based on the ability of IP Touch sets to send the RTP flows to be
recorded directly towards a VoIP logger.
PSTN
User B
IP DR-Link
User A
IP Voice Logger
Recorded Set
CSTA Protocol
Voice Flow
Only IP Touch sets (Alcatel-Lucent 8 series: 4018, 4028, 4038 and 4068) and the IP Desktop
Softphone from Professional Services provide such capability.
Inbound, outbound, local calls, in Business and Contact Centre environments can be recorded.
No restriction in telephone features due to recording
Previous restrictions on DR-Link to record IP phones (such as the suppression of direct RTP
flow) do not longer exist with IP DR-Link so this new solution provides an optimization of IP
resources (compressors).
IP DR-Link is best suitable for Selective, Total and Quality Management recording since it
reports call details in real-time.
Both DR-link types can run on the same OmniPCX Enterprise, for example to support the
migration from TDM to IP. In this case, the recording system has to know the set type (TDM /
IP) in order to provide appropriate parameters for recording.

PSTN
Recorded Set
User D PSTN
TDM
Logger
Users C + D
PCM2 User C
User B
Users A + B
User A
Call Logging IP Logger
Server
Recorded Set
Recorded Set
CSTA Protocol
Voice Flow
Logger Proprietary
3.2.2 Use Cases

IP configurations include two unidirectional RTP flows to be recorded; the two parts of the
conversation are separated.
On the Start Recording request, the IP set sends the RTP flow:
− From Recorded to Remote sets towards port P1
− From Remote to Recorded sets towards port P2
3.2.2.1 Two-Party Call

The recorded IP phones send an RTP flow copy to the IP logger
User B User A User B
User A
User A
User B
IP Logger
RTP Flow (User A)

Recorded Set
RTP Flow (User B)

3.2.2.2 Three-Party Call
User B User C
Users A + B
User B User C
User B + C
User A
User A
Users B + C
IP Logger User A
Recorded Set
RTP Flows
3.2.2.3 Call with Compression Algorithm

The compression algorithm applied to the “RTP voice flow copy” is the same as the one used
for the call to be recorded.
There is no codec negotiation. The algorithm is directly detected by the IP logger from the RTP
flow itself (header content).
Branch Office
User B
User B
User A User B WAN
(G711) (G711)
User A (G72x) User B (G72x)
CODEC G72x
User A
User A IP Logger
IP Logger
Headquarters

3.2.3 Beep Generation

The IP DR-Link allows a beep generation during the conversation to notify the user for the
current recording of the call. Parameters can be set to the beep.
It is under the responsibility to the VRS to implement or not this feature, to be able to generate
one or several beeps, and to decide if the configuration is the same for all the system or only for
a given recorded device.
3.2.4 Recording in PBX Network

Several cases are possible:
− One VRS per node
− One unique VRS for the whole network but one VoIP logger per node
− One unique VRS and VoIP logger for the whole network
3.2.4.1 One IP Logger per OmniPCX Enterprise
Node 1 Node 2
WAN
IP Logger IP Logger
System 1 System 2
3.2.4.2 One Central IP Logger for the Network
Node 1 Node 2
WAN
IP Logger
System 1

3.2.4.3 One Central VRS with Dedicated IP Logger
Node 1 Node 2
WAN
TSAPI
IP Logger IP Logger
Call Logging
Server IP Voice Logger System
3.2.5 Encryption
Encrypted IP phone calls (voice and signaling) can be recorded by IP Loggers through MSM-
RM boxes connected behind them.
− Up to 250 encrypted calls per MSM-RM.
PSTN
User B
MSM-RM
SSM-RM
MSM-RM (*) MSM-RM User B
User A
User A
Call Logging IP Logger Recorded Set

Server
Encrypted CSTA Flow (*)

Encrypted Voice Flow
Not Encrypted Voice Flow

3.2.6.1 CSTA Parameter Setting

The “DR-Link on IP supported” parameter must be set to “Yes”
If this parameter is set to “No”, the IP phones might be recorded using a TDM DR-Link voice
recorder. In this case, the IP phones that are to be recordable no longer use direct RTP.
If this parameter is set to “Yes”, direct RTP is possible and only an IP DR-Link voice recorder
may record IP Touch sets.
NOTE
“End of recording on end of call” allows to stop or not the recording of a device before the
end of call. The recording remains active until recording stop is requested, even if the device
becomes out of service or if the CTI link is down. It’ can be used for better resiliency such as
total recording.

3.2.6.2 Phone Facilities Categories Parameter

The “Record Authorization” configuration parameter in Categories / Phone Facilities
Categories from the ‘Rights’ menu allows the system administrator to authorize the recording of
a user category.
3.2.6.3 Recording IP Logger

A configuration object “Recording IP Logger” is added to the “Applications” menu (after
“Recording Resource”). An IP Logger is characterized by an index (from 0 to 15). Each IP
Logger is given an IP address.
This logger IP address list activates recording only for these addresses.
This configuration object is neither broadcasted nor audited.

3.2.7 IP DR-Link Licenses

There are two software locks related to an IP DR-Link:
Lock 130: Specifies if a VRS is used.

− "0" if no VRS is connected.
− "1" if a “Nice Systems” recording system is used.
− "2" for other systems (Verint, eTalk, ASC, ...).
Lock 334 which gives the maximum available IP recording flows.
The lock 334 is based on the maximum number of IP devices recorded at the same time.
The IP DR-link licenses are different from the TDM DR-link licenses.
The required license number depends on the recording mode (total or selective).
3.2.7.1 Dynamic versus Static Channel Allocation

A VRS may implement the IP DR-Link solution with two product design choices (exclusive):
− Dynamic allocation for channel recording (also called Selective Recording): The decision to
record a call is dynamically made by the recorder when the conversation is established. The
request is sent to the terminal each time a conversation is established.
In this case, the required licenses (and the required recording channels on the recording
system side) are equal to the maximum simultaneous recording requests at a given time
(consider the peak).
− Static recording (also called Total Recording):
The decision to record is made when the recorder starts connecting to the OmniPCX
Enterprise. The request is sent just after monitoring the terminal and is stored in the
OmniPCX Enterprise. Each time a conversation is established, the audio flow is
systematically sent to the recorder.
In this case, the required licenses (and the required recording channels) are equal to the
quantity of monitored stations (extension, agent, pro-acd).
For Contact Centers, if the calls must be recorded even after logoff, another license must be
reserved for the pro-acd set. So, more licenses (and recording channels) are required.

3.2.8 Limits and Constraints
3.2.8.1 Features
The Alcatel-Lucent IP DR-Link has no restriction related to telephone features such as
conference calls, transfer calls, …
The IP DR-Link can handle calls of any trunk type as long as it is supported by the CSTA
protocol (For more information, see the CSTA documentation).
NOTE
If the link between the recorder and the OmniPCX disappears (application stops, link
problem...), all recording requests are cleared.
3.2.8.2 Supported Terminals

Only IP Touch sets Series 8 (4018, 4028, 4038, 4068...) and the IP Desktop Softphone are
supported.
No redundancy as a single copy of IP calls is provided.
For TDM sets and other IP phones, a TDM DR-Link solution is required.
Both TDM and IP solutions can be mixed on the same OmniPCX Enterprise.

3.2.8.3 VoIP Loggers

− Up to 16 IP loggers, with a maximum of 240 under PCS (240 are officially supported from
R9.1)
− Up to 2400 recording channels but 240 channels per IP Logger under control for R8.0 and
R9.0
Recorded
Set
CS
Up to 16
IP Logger
IP Logger
IP Logger
Call Logging
Server
3.2.8.4 Monitoring
If at least one local recording channel (lock 334) is set, a maximum of 1000 CSTA monitoring
requests is authorized by default.
This value can be increased using the ACTIS tool (3000 max with R9.0).
3.2.8.5 CAC Support

There is no Call Admission Control (CAC). The available WAN bandwidth must be in line with
this additional bandwidth.
The Additional WAN bandwidth needed for recording depends on the used algorithm and
the simultaneous recording number.
“Add bandwidth” = bandwidth for one call x simultaneous recording number

Example: Configuration using codec algorithm G729 with 20ms framing. Need of 20
simultaneous recording: 38,3 Kb/s x 20 = 766 Kb/s at Ethernet
LAN/WAN IPT
Coding/ Compression Configuration
Bandwidth at Bandwidth at
IP level (Kb/s) Ethernet level
G723.1 (6.3 Kb/s) 16.7 26.6
With framing of 30 ms
G729A (8Kb/s)
With framing of 30 ms 18.2 28.1
G711 (64 Kb/s)
With framing of 20 ms 78.1 93


Chapter
4 Reliability
4.1 OmniPCX Enterprise Redundancy

A single OmniPCX Enterprise node can be physically composed of two redundant
communication servers: an active server (MAIN) and a backup server (STANDBY). The
communication servers are responsible for switch-over in case of MAIN server failure so that
the telephone services can be ensured without interruption:
− Allows the leveling out of physical failures (Ethernet interface, hard disk) or primary
communication server software,
− Allows switching of demand for maintenance operations,
− Immediate switch-over,
− Possible location of communication server on two distinct sites,
− Duplication of databases in real-time,
− Transparent switch-over for all users. Real-time telephone events are exchanged between
the two communication servers to maintain the communication in progress.
NOTE
The switch-over mechanism is nearly transparent to end users using Alcatel-Lucent
equipment. The MAIN and STANDBY communication servers share the same internal state via
an IP based synchronization mechanism. The link supervision between the MAIN and
STANDBY communication servers is based on a one-second “keep alive” mechanism. The
switch-over is done within 3 to 4 seconds.
There are two ways to manage the communication server duplication, depending on IP
topology:
− Both communication servers are located in the same IP subnet. So, the OmniPCX Enterprise
uses IP addressing role mechanism: one single logical IP address (MAIN IP address) is
shared by both communication servers. Only the currently active (MAIN) communication
server will respond to requests to the MAIN role IP address. In this case, a single IP address
/ communication server name is used by CTI components (similar to a non redundant
solution).
This is called simple redundancy.
− The communication servers are located in separate IP subnets and mechanisms have to be
deployed to address two different IP addresses depending on the communication server
state (MAIN or STANDBY). This is called spatial redundancy.
8AL 90606 USAA - Ed. 01 - 2009 - Reliability 4-1

Chapter 4 Reliability
CS Main => CS Standby CS Standby => CS Main
WAN
TSAPI IP
Call Logging Spatial Redundancy Mode

VRS
Simple or spatial redundancy is transparent to the VRS thanks to the use of TSAPI where the
main and standby OmniPCX Enterprise can be easily managed.
The VRS shows a failover as a link failure. At reconnection, a new link is automatically
established with the backup OmniPCX Enterprise.
4-2 8AL 90606 USAA - Ed. 01 - 2009 - Reliability

Reliability
4.2 Passive Communication Server

The Passive Communication Server (PCS) is a Call Server that assumes the role of a main
CPU in a domain or domain group when the elements of this domain lose their IP link to the real
Call Server. A signaling link is maintained between the CS and the PCS.
The PCS is used, in case of IP link loss, to rescue the IP Touch sets (IP phones) and
MGDs/INTIPB/IOIP (IP gateway boards) in one or more domains.
The PCS feature provides local (e.g. branch office) survivability in case of link failure to the main
site. During normal operation, the PCS is in passive mode. It monitors the link to the MAIN
communication server. When the link is down, the PCS becomes active and assumes the role
of a call server for the devices attached to the rescued domain it is responsible for.
After the IP link to the MAIN communication server is down, all IP devices of the remote domain
(IP phones, IP gateway boards) reset. After reboot they connect to the PCS.
Central Site
CS Main CS Standby
PCS
PCS PCS
Domain 1
Domain 2
Domain 3
Example of PCS use in multi-site backup configuration
When the IP link between the PCS and CS returns, a timer is used by the PCS to reset all the
equipment attached to the PCS. The signaling link established between the CS and the PCS
allows the CS to be informed of the signaling link status on the PCS. The information sent by
the PCS to the CS includes the rescued domain number.
The PCS databases are exact copies of their associated Call Server databases. They are
updated using the Remote Copy Protocol (RCP) or the Secured Copy Protocol (SCP).
The operation can be configured for automatic (weekly, daily) or manual update.

4.3 Branch Office Recording

This section describes how to secure the recording of terminal located in branch offices when
the network failed.
The logger must be located on the remote site (WAN bandwidth optimization) and
− The IP Phone sets must be associated with the remote Logger
− The branch survivability will be guaranteed thanks to the local Recording link connection to
the PCS.
WAN IP Logger
CS
Bandwidth
Optimization
Call Logging Logger

Server
The following events occur during a network failure:

− The IP terminals will reset and reconnect to the PCS
− The logger lost its main link to the call logging system in the central office. A failure
mechanism must be implemented in order to switch, after a given timeout, to a locally
installed backup TSAPI link. This secondary TSAPI link is previously configured to work by
default with the PCS.
− The logger can now record calls

Reliability
In the normal state, the PCS resets manually or automatically in order to force the IP terminal to
reconnect to the main site. The logger sees a TSAPI failure again and tries to reconnect. In this
case, it is mandatory to systematically start connection to the main TSAPI before switching to
the secondary (local) TSAPI after the specified timeout.
NOTE
Until R9.0 it is not possible to know (from a CSTA point of view) if the PCS is really alive or not.
So, in some cases, the logger can see a network failure whereas the main site is still alive.
Consequently, the logger will successfully connect to the PCS with no recording activity. This
is why the timeout value is very important and must allow to handle transient network failure
and avoid bad behavior.
In R9.1 the CSTA connection will be rejected if the PCS is not really operational.
4.4 Backup TSAPI

To secure the customer installation you can install a secondary TSAPI on a dedicated platform.
This TSAPI will act as a backup of the main one in case of failure.
This backup is transparent to the VRS. It is managed as a network failure. After the failure, the
VRS tries to reconnect to the TSAPI and is then linked to the backup one.
The return to the normal state is also transparent to the VRS.
The instructions to declare and install this secondary TSAPI are described in detail in the
related system documentation.
This backup TSAPI can secure one given TSAPI process (OTS) or all the processes provided
that they fail at the same time. For example, if the main TSAPI is configured with 3 processes to
connect to 3 nodes; A, B and C. The secondary TSAPI will react correctly if the entire main
platform fails or if only one process is down. But, if process A then B are down, only the first one
will be secured.

4.5 Security and Confidentiality

The OmniPCX Enterprise is totally capable of managing security and confidentiality due to:
− Recording feature under license control
− As an option, the beep generation (DR-Link only) may be used to notify the user
− Possible to manage the user category for protection against recording (active recording
interface only)
− IP logger addresses control (must be declared in the OmniPCX Enterprise )
− Compliant recording with OmniPCX Enterprise configurations using encryption (active
recording interface only).

Chapter
5 Special cases
5.1 How to Record IVR Ports

We must consider two cases: 4625 and Genesys GVP.
− The OmniTouch 4625 CCIVR can use both analog ports and digital ports. It can monitor both
ports with CSTA and record the IVR interactions thanks to the trunk side recording interface.
It is also possible to use the DR-Link interface for the analog ports only.
− For Genesys GVP, IP sniffing is more appropriate. An integration with Genesys recoding
feature can be performed. Please ask Genesys Professional Services for this integration.
5.2 How to Record Attendant Console Calls

CSTA cannot monitor the attendant consoles. So, all active recording interfaces are not
appropriate. Passive recording interfaces are more suitable except trunk side recording.
The solution to be implemented must be selected according to the attendant console type. The
4059 solution provides an analog output (DIN plug) to get the voice whereas the other solutions
require line tapping. The VoIP solution only supports IP network sniffing.
To qualify the data (CTI), the CDR link is best suitable since it can provide useful information at
the end of the call.
Call Logging VoIP Logger

CDR Link
OmniPCX Enterprise
IP Sniffing
Alcatel-Lucent 4059 IP Attendant Console
8AL 90606 USAA - Ed. 01 - 2009 - Special cases 5-1

Chapter 5 Special cases
5.3 How to Record Mobile Users

The answer to this question is not so easy due to the various mobility solutions available with
the OmniPCX Enterprise:
5.3.1 Solutions Based on the “Nomadic” Mode

The 4980 or My IC or CCA solutions work correctly with an associated or external phone such
as a GSM or a standard home phone.
In such configurations, the calls are supervised by CSTA but DR-Link is not supported.
So, the only way to record calls is to use the trunk side recording interface.
5.3.2 Solutions Based on the Remote Extension Feature

The Alcatel-Lucent cellular extension extends office voice communications to several mobile
phones such as the smart mobile phones based on Microsoft Windows Mobile, Nokia Eseries
and RIM BlackBerry.
This solution is fully integrated in the OmniPCX Enterprise and recording is possible using the
trunk or DR-Link interface.
5.3.3 Solutions Based on the CMP Board

In this configuration, the agents are located out of the office but remain connected to the
OmniPCX Enterprise as standard UA/NOE devices thanks to the CMP board.
In this solution, the trunk and DR-Link interfaces are supported.
5-2 8AL 90606 USAA - Ed. 01 - 2009 - Special cases

Chapter
6 Appendix A:
License summary table
6.1 Scope
This appendix summarizes the required Alcatel-Lucent licenses when using a VRS. These
licenses are under the sole responsibly of Alcatel-Lucent. So, this document should be
considered as a reference only. The right process is to ask Alcatel-Lucent Business Partners to
define licenses and other PBX updates.
6.2 Licensing
In order to receive CTI information for the calls that take place in the organization, the CTI
protocol requires monitoring of telephone objects controlled by the OmniPCX Enterprise. The
telephone objects that need to be monitored for a VRS solution can be one the following:
− Telephone sets that are referred to as extensions in this document
− Telephone agents that are referred to as agents in this document
− IVR port number.
In the Contact Center environment, the agents need to log-on to the phones, so, agent
monitoring is required.
A VRS may decide to monitor agents in either way:

− Using static CSTA monitoring:
Monitoring starts during the connection initialization phase.
− Using dynamic monitoring:
The VRS will wait until the agent logon before starting monitoring.
8AL 90606 USAA - Ed. 01 - 2009 - Appendix A: License summary table 6-1
Chapter 6 Appendix A: License summary table
Recording Method License Type Number of Licenses Needed

Extension side CTI license The total amount of agents that can be recorded.
Trunk side The total amount of telephone sets that can be
recorded.
Passive VOIP
Active IP DR Link IP DR Link license No additional CTI license is needed when acquiring
the IP DR Link licenses.
Selective recording: The maximum number of
concurrent agents and extensions that need to be
recorded.
Total recording: The number of agents that need to
be recorded.
Active TDM DR Link TDM DR Link license No additional CTI license is needed when acquiring
the TDM DR Link licenses.
(Selective only)
Selective recording: The number of concurrent
channels that need to be recorded.
CTI licenses mean TSAPI, Genesys, CSTA or any other license allowing to monitor a device.
Example: A call center with 100 agents and 50 extensions (seats). Only the calls for which
agents are logged-on must be recorded. A PRA with 30 channels is dedicated to the outgoing
calls. A maximum of 30 concurrent calls is supported.
For trunk or extension side recording, 100 TSAPI licenses are required.
For TDM DR-Link, 30 DR-Link licenses should be ordered.
For IP DR-Link:
− In the selective recording mode, 30 IP DR-Links are sufficient
− In the total recording mode, 100 IP DR-Links must be reserved.
6-2 8AL 90606 USAA - Ed. 01 - 2009 - Appendix A: License summary table
Appendix A: License summary table
For extension and trunk recording
DR-Link with « Nice Systems »
Additional parameters in case of

network DR-Link
8AL 90606 USAA - Ed. 01 - 2009 - Appendix A: License summary table 6-3
Chapter 6 Appendix A: License summary table
IP DR-Link with other voice recording

systems: ASC, Atis-Systems, eTalk,
Retia, Verint, Vocale…
Maximum monitoring for DR-Link and

IP DR-Link (default = 1000)
6-4 8AL 90606 USAA - Ed. 01 - 2009 - Appendix A: License summary table
Chapter
7 Appendix B: Recorded Devices

by Recording Method
The table below gives an overview of the recorded devices:
Recording method
IP DR-Link
IP Sniffing
Extension
DR-Link
Device type CTI Interface Comments
Trunk
TDM
analog x x x Extension, Trunk: CSTA, TSAPI, T-Server, CDR DR-Link: TSAPI
digital -Reflexes (40xx) x CSTA, TSAPI, T-Server, CDR A REC board must be used for extension side recording
Extension, Trunk: CSTA, TSAPI, T-Server, CDR
digital -Series 9 x x x A REC board must be used for extension side recording
DR-Link: TSAPI
old set (4023, …) x CDR
Operator Console (4059, 4058, ..) (x) CDR Possible by using the specific audio port
S0
Trunk: CSTA, TSAPI, T-Server, CDR
IVR port x x
DR-Link: TSAPI
IP
e-Reflexes (40xx) x x x Trunk: CSTA, TSAPI, T-Server, CDR DR-Link: TSAPI
Trunk, IP Sniffing: CSTA, TSAPI, T-Server, CDR
Series 8 (40x8) x x x x
DR-Link, IP DR-Link: TSAPI
P desktop softphone -Reflexes x x x
DR-Link: TSAPI
IP desktop softphone -4068 x x x x
DR-Link, IP DR-Link: TSAPI
4980 or My IC VoIP x x x
DR-Link: TSAPI
4980 or My IC Nomadic x x CSTA, TSAPI, T-Server, CDR
CCA VoIP x x x
DR-Link: TSAPI
CCA Nomadic x x CSTA, TSAPI, T-Server, CDR
WIFI -MIPT 3xx, 6xx x x
DR-Link: TSAPI
DECT x x
DR-Link: TSAPI
Operator Console (4059, 4058, ..) x CDR
IP Attendant Softphone -eReflexe
3rd party SIP devices (SEPLOS) x CDR, CSTA, T-Server, TSAPI
SIP survivability x
Mobile -My Cellular Extension (ACE) x x
DR-Link: TSAPI
Mobile -My Phone PC

Mobile -remote agent CMP board based x x
DR-Link: TSAPI
Misc. devices involved in 30 party conference x x CDR
8AL 90606 USAA - Ed. 01 - 2009 - Appendix B: Recorded Devices by Recording Method 7-1

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Alcatel-Lucent OmniPCX Enterprise

Call Recording Interfaces

Call Recording Interfaces

2 Passive Recording Interfaces............................................................ 2-1

3 Active Recording Interfaces .............................................................. 3-1

Call Recording Interfaces 0-1

3.2 IP DR-Link ................................................................................................................................ 3-11

5 Special cases ...................................................................................... 5-1

6 Appendix A: License summary table................................................ 6-1

7 Appendix B: Recorded Devices by Recording Method................... 7-1

0-2 Call Recording Interfaces

1.1 Passive and Active Recording Interfaces

Active recording interfaces were developed on the Alcatel-Lucent OmniPCX Enterprise to

1.1.2 Passive Voice Recording

8AL 90606 USAA - Ed. 01 - 2009 - Introduction 1-1

1.1.3 Active Voice Recording

A detailed description of these interfaces is given further in this document

1.2 Total or Selective Recording Modes

1.3 CTI Links

1-2 8AL 90606 USAA - Ed. 01 - 2009 - Introduction

8AL 90606 USAA - Ed. 01 - 2009 - Introduction 1-3

1-4 8AL 90606 USAA - Ed. 01 - 2009 - Introduction

2 Passive Recording Interfaces

2.1 Extension Side Recording

Analog Voice Logger

OmniPCX Enterprise MDF

Figure 1: REC-8 Boards Connections

The board reference is 3BD19218AH.

8AL 90606 USAA - Ed. 01 - 2009 - Passive Recording Interfaces 2-1

2.1.2 Installation / Configuration

Example: Recording of 10 analog extensions + 20 digital extensions (e.g. 10*4039 and

2.1.4 Restrictions / Limitations

No protection against recording

2-2 8AL 90606 USAA - Ed. 01 - 2009 - Passive Recording Interfaces

2.2 Trunk Side Recording

Several CTI links provide the previous information:

There are ISDN and PCM trunks:

8AL 90606 USAA - Ed. 01 - 2009 - Passive Recording Interfaces 2-3

2.2.2 Trunk Group Identification

To define a trunk group, you must know the:

2-4 8AL 90606 USAA - Ed. 01 - 2009 - Passive Recording Interfaces

The NEQT values are listed after the FANTOMICT2

2.2.3 Network Time Slot

8AL 90606 USAA - Ed. 01 - 2009 - Passive Recording Interfaces 2-5

2-6 8AL 90606 USAA - Ed. 01 - 2009 - Passive Recording Interfaces

The Network Time Slot is provided in the following CSTA events:

Call Scenario: Monitored Device (3551) makes an outgoing call.

The Delivered event is as follows:

Network TimeSlot 504:

Global CallID 521:

National Indication 523:

Therefore, this NEQT value (125) matches the PBX settings.

The Network Time Slot 15 appears simultaneously.

8AL 90606 USAA - Ed. 01 - 2009 - Passive Recording Interfaces 2-7

2.2.4 Installation / Configuration

Licenses must be calculated based on the quantity of monitored/recorded devices: amount of

2.2.6 Restrictions / Limitations

However, the main important limitation is due to the