Download Call Recording Solution Configuration

Mitel Call Recording Solution
Configuration
An OAISYS White Paper
Americas Headquarters
OAISYS
7965 South Priest Drive, Suite 105
Tempe, AZ 85284
USA
www.oaisys.com
(480) 496-9040
CONTENTS
1
Introduction
INTRODUCTION
OAISYS provides the most comprehensive call recording
2
Overview
4
Mitel 3300 Controller Networks
12
Mitel 5000 Communications
solution available for the Mitel 3300 Integrated
Communications Platform (ICP). Our feature-rich Talkument
and Tracer software solutions are designed to provide
superior reliability and flexibility while seamlessly integrating
Platform Networks
with the Mitel communications infrastructure.
17
SIP Integration
18
OAISYS Recording Solution
This document will describe, discuss and demonstrate the
Networking
diverse options available for integrating OAISYS call
18
OAISYS Hardware
Configurations & Performance
recording solutions with Mitel’s line of communications
platforms, delivering the unique combination of call recording
functionality and resource efficiency customers require.
23
About OAISYS
OAISYS and Mitel: Call Recording Solution Configuration
1
OVERVIEW
OAISYS Recording Servers and Appliances seamlessly operate in high volume and
geographically distributed environments while providing a single image for ease-of-use
and administration. Any number of servers and appliances can operate together while
hosting up to 1,750 connections in a single database.
OAISYS products have a uniquely deep integration with the Mitel 3300 communications
platform. The OAISYS Solution utilizes MiTAI computer telephony integration to
selectively record calls when recording secondary extensions and shared line
appearances. This means all calls connected to a given telephone station can be
intelligently recorded with full data capture, regardless of phone programming and call
routing configuration.
Mitel’s MiTAI is a telephony API designed for applications requiring sophisticated call
and PBX control functionality. The MiTAI API allows an application to monitor and
control telephony activity for many types of physical and logical devices, such as digital
and IP telephones, PSTN trunks, ACD queues, and ACD agents. OAISYS utilizes
MiTAI on the Mitel 3300 to provide a full set of call information that can be used for call
recording triggers, permissions and searches.
The OAISYS Solution integrates tightly to other Mitel software solutions, such as the
Contact Center Management (CCM) and Customer Service Manager (CSM)
applications. The full range of integrated solutions is supported across platform
integration options; ensuring businesses obtain the most effective deployment
regardless of configuration choice.
OAISYS and Mitel: Call Recording Solution Configuration
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The thirteen diagrams included in this white paper cover trunk integration, use of the
Mitel Secure Recording Connector® (SRC), passive Real-Time Protocol (RTP) Capture,
legacy Time Division Multiplexing (TDM) station integration, and SIP Integration.
Mitel SRC
The Mitel SRC is a software solution that facilitates
recording of Mitel encrypted voice streams by third-party
call recording equipment. The SRC provides a central
connection point and allows IP extensions and Mitel
Teleworker Solution phones with voice encryption activated
to be recorded. The SRC is a stand-alone software blade
that can be downloaded and licensed from the Mitel
Applications Management Center. Some of the benefits
delivered by the Mitel SRC include the ability to record Mitel
encrypted voice streams without compromising the security,
reliability or resiliency of the Mitel 3300 ICP, along with the
ability to record IC and peer-to-peer calls.
These guidelines will assist you in planning the installation of an OAISYS recording
solution. While this document describes specific installation configurations, it should not
be considered a comprehensive list, as OAISYS recording solutions provide
tremendous flexibility to address a myriad of configuration requirements. Continue
reading to discover the right network configuration to maximize your return on
investment while meeting your operational, customer satisfaction and compliance
requirements.
OAISYS and Mitel: Call Recording Solution Configuration
3
Mitel 3300 Controller Networks
SINGLE AUDIO CONNECTION POINT
Those organization with a single location that place a premium on minimizing capital
investments while leveraging highly effective communications will benefit from a single
Mitel 3300 controller. In this environment, the OAISYS Talkument and Tracer solutions
will integrate using MiTAI, connecting to any combination of analog and digital trunks,
SRC proxy server, passive RTP capture and TDM station integration.
Figure 1 illustrates the deployment of an OAISYS Recording Solution with a single 3300
controller along with the Mitel Applications Suite (MAS) and Mitel CCM or CSM
applications.
Figure 1
OAISYS and Mitel: Call Recording Solution Configuration
4
Figure 2 depicts an OAISYS Recording Solution with single 3300 controller and the
Mitel SRC.
Figure 2
OAISYS and Mitel: Call Recording Solution Configuration
5
MULTIPLE SRC PROXY SERVER CONNECTION POINTS
Talkument and Tracer are capable of integrating with one or more SRC proxy servers in
this environment to support resilient station configurations. In the event of a failure in
the primary SRC server, the phones will failover to the secondary SRC and the OAISYS
product will continue to record those calls with full MiTAI integration capabilities. This
configuration is illustrated in Figure 3 below.
Figure 3
OAISYS and Mitel: Call Recording Solution Configuration
6
TRUNK INTEGRATION WITH A SINGLE TRUNK GATEWAY
Organizations with multiple locations or that have a single location and place a premium
on maximum uptime will benefit from deploying multiple Mitel 3300 controllers in a
clustered network. The features available from an OAISYS solution in this environment
are much more sensitive to the selected configuration than in a single controller
network.
Trunk integration is a desirable solution when cradle-to-grave recording is necessary,
meaning the system will record the entire call from the outside party’s perspective. A
single OAISYS solution can intelligently record all calls originating on trunks connected
to a single Mitel 3300 controller using its MiTAI link even if those calls route to other
controllers on the network. Given these circumstances, the OAISYS server can also
integrate seamlessly with the Mitel CCM and CSM applications. Figure 4 below depicts
this deployment environment.
Figure 4
OAISYS and Mitel: Call Recording Solution Configuration
7
TRUNK INTEGRATION WITH MULTIPLE TRUNK GATEWAYS
Multiple OAISYS servers are necessary to intelligently record calls originating on trunks
distributed across multiple 3300 controllers. In this environment, each OAISYS server
uses MiTAI to connect to the local 3300 controller. All OAISYS servers then network to
a single “master” server which hosts the centralized database and serves a single,
seamless image to all users. This integration method is outlined in Figure 5 below.
Figure 5
This same configuration is appropriate for businesses with trunks routing into a single
3300 trunk gateway with trunk resiliency into an alternate trunk gateway that requires
call recording even during failover circumstances.
OAISYS and Mitel: Call Recording Solution Configuration
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IP STATION INTEGRATION WITH MULTIPLE STATION GATEWAYS
Businesses with requirements to record calls while active on selected stations spanning
multiple controllers can use SRC proxy servers or passive RTP capture attached to
each applicable station gateway. In this case, the highest feature set is made available
by attaching a separate OAISYS server to each SRC/controller pair or to managed
switches directing all IP traffic to and from a single controller and connecting to the
controller’s MiTAI link. Mitel CCM and CSM applications can be integrated into this
environment to ease playback from certain call management reports. Figure 6
illustrates a deployment of OAISYS recording solutions in a multiple 3300 controller
environment.
Figure 6
OAISYS and Mitel: Call Recording Solution Configuration
9
Alternatively, a single OAISYS server can connect to multiple controllers without MiTAI
connectivity. In this case, each station will be recorded while active without any regard
for outside party information or call routing scenarios. CCM and CSM integration is not
available in this configuration.
SINGLE STATION GATEWAY WITH SRC RESILIENCY
Contact centers or other businesses with a single station gateway to be recorded that
require maximum uptime can take advantage of SRC resiliency. In this environment,
multiple SRC proxy servers are deployed so that phones will continue to operate if the
primary server fails. OAISYS servers can integrate simultaneously with multiple SRC
proxy servers and connect to the single station gateway controller using it MiTAI link.
Full integration with Mitel CCM and CSM applications is offered in this configuration
(see Figure 3).
MULTIPLE STATION GATEWAYS WITH SRC RESILIENCY
Organizations with primary and secondary station gateways can connect an OAISYS
server to both the primary and secondary servers and use MiTAI integration with both
servers. This requires that all recorded stations use the same controller as the primary
gateway. Full integration with the Mitel CCM and CSM applications are offered in this
configuration.
OAISYS and Mitel: Call Recording Solution Configuration
10
MUTLITPLE MiTAI CONNECTIONS
Organizations with multiple locations or multiple controllers in a single location with
multiple MiTAI connections in a clustered network will benefit from the OAISYS multiple
MiTAI stream license. This feature reduces the number of OAISYS servers required in
a multi node environment. It will allow one OAISYS server to connect to multiple 3300s;
each having one MiTAI connection. One MiTAI license is required per MiTAI
connection and one OAISYS multiple MiTAI stream license is required per node.
This feature can be used with the following configurations:




Multiple 3300s – trunk taps
Multiple 3300s with multiple SRCs
Multiple 3300s with 1 SRC
Multiple 3300s – mixed mode; trunk tap and SRC
Figure 7 below illustrates the Multiple 3300s with multiple SRCs configuration.
Figure 7
OAISYS and Mitel: Call Recording Solution Configuration
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MITEL 3300 DIGITAL STATION INTEGRATION
OAISYS supports recording digital stations on the Mitel 3300 with MiTAI integration
using an RTS box and the SmartWorks NGX board. One RTS box supports 2 NGX
boards.
To maintain the integrity of the D channel, the RTS box requires two ports on the MGX
board to make one useful port. For example, a customer who wants to record 12 digital
keysets would need to use one 24-port NGX board. Figure 8 below further illustrates
this requirement.
Figure 8
OAISYS and Mitel: Call Recording Solution Configuration
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Mitel 5000 Communications Platform Networks
MITEL 5000 IP STATION INTEGRATION
The OAISYS Talkument and Tracer solutions integrate seamlessly with the Mitel ® 5000
Communications Platform (CP). They can connect directly to IP stations using passive
RTP capture by monitoring communication ports between the 5000 gateway and IP
telephones. In this configuration, Mitel OAI integration is available to track all call state
transitions as well as external call-based data such as caller ID, ANI, DNIS and DID.
CSM and CCM integration is available for seamless searching and replay from Mitel
application reports. Figure 9 shows IP station integration of an OAISYS Recording
Solution with the Mitel 5000 CP.
Figure 9
OAISYS and Mitel: Call Recording Solution Configuration
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MITEL 5000 TRUNK INTEGRATION
OAISYS supports recording digital and analog trunks on the Mitel 5000 using Mitel OAI
integration. Organizations requiring cradle-to-grave call recording will benefit from trunk
integration, as this configuration ensures the entire call is recorded regardless of how
the call is directed or transferred. In this configuration, the OAISYS recording solution
attaches or taps directly to analog or digital (T1 or PRI) trunk lines coming off of the
Mitel 5000. Figure 10 depicts OAISYS recording solution trunk integration using Mitel
OAI with the Mitel 5000.
Figure 10
OAISYS and Mitel: Call Recording Solution Configuration
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Two or more Mitel 5000 platforms can be networked using the CT Gateway. The CT
Gateway will unify the OAI stream and allow for one OAISYS recording solution to
record digital and analog trunks on multiple Mitel 5000 platforms. Figure 11 below
illustrates this configuration.
Figure 11
OAISYS and Mitel: Call Recording Solution Configuration
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MITEL 5000 DIGITAL STATION INTEGRATION
OAISYS supports recording of digital stations on the Mitel 5000 with OAI integration.
Station side recording is advantageous for those customers with more trunks than
stations they wish to record and who want to record station to station calls on the Mitel
5000 platform. Figure 12 depicts a digital station side recording configuration.
Figure 12
OAISYS and Mitel: Call Recording Solution Configuration
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SIP Trunk Integration
The OAISYS Solution integrates directly with SIP trunks to record calls by capturing call
data from the SIP trunk. OAISYS Recording Server Software Version 6.2 and later
records SIP trunks with Matching Logic to provide extension information and account
codes to the OAISYS recording server. Figure 13 depicts SIP trunk integration
configuration.
Figure 13
OAISYS and Mitel: Call Recording Solution Configuration
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OAISYS Recording Solution Networking
When recording is required for multiple locations, OAISYS recording solution databases
can be seamlessly networked to provide a single image for live and auto call monitoring
functionality as well as for call recording search, playback and sharing. In addition, all
administrative tasks for networked OAISYS solutions can be performed through a single
interface, and this does not require any special licensing from OAISYS. Recordings
from each location can be stored locally at each site, at one central location or on a
common network-attached storage (NAS) unit or storage area network (SAN).
OAISYS Hardware Configurations and Performance
The Tracer and Talkument applications are deployed via recording base systems, which
include off-the-shelf OAISYS Recording Appliances and built-to-order OAISYS
Recording Servers. This full range of hardware configuration options ensures an
appropriate solution deployment for any Mitel customer, whether a small-to-medium
sized business or a large multi-site enterprise. The following section outlines the
various OAISYS hardware configurations available, their respective call storage and
connection capacities and associated resource profile testing and results. This
information will prove useful for identifying the appropriate OAISYS recording solution
configuration to meet the unique requirements of any organization.
OAISYS Recording Servers and Appliances can be networked to reach a maximum
capacity of 1,750 ports. OAISYS hardware configurations with associated call storage
and port capacities are summarized in the table on the following page.
OAISYS and Mitel: Call Recording Solution Configuration
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CALL STORAGE AND PORT CAPACITIES
OAISYS Recording Base
System
Appliance
Description
Port Maximums
(Combination of Trunks,
Stations, or IP Ports)
PC & Windows 7 Pro OS
100 connections
1U chassis with rack mount kit
~ 56,000 hours online storage
Standard
PC & Windows 7 Pro OS
100 connections
DVD R/W Drive
Mid-Tower Case
~ 56,000 hours online storage
Standard with RAID 1
PC & Windows 7 Pro OS
100 connections
DVD R/W Drive
Mid-Tower Case
RAID cont. & redundant disk drives
~ 56,000 hours online storage
Advanced
PC & Windows 7 Pro OS
200 connections
DVD R/W Drive
Rack Mount Cabinet
~ 100,000 hours online storage
Advanced with RAID1
PC & Windows 7 Pro OS
200 connections
DVD R/W Drive
Rack mount cabinet
RAID cont. & redundant disk drives
~ 100,000 hours online storage
Advanced PLUS
PC & Windows Server 2008 OS
350 connections
DVD R/W Drive
(192 digital trunk; 96 analog
trunks; 96 digital stations due
to PCI port density)
Rack Mount Cabinet
Dual Power Supplies
~ 200,000 hours online storage
Advanced PLUS with RAID1
PC & Windows Server 2008 OS
350 connections
DVD R/W Drive
(192 digital trunk; 96 analog
trunks; 96 digital stations due
to PCI port density)
Rack Mount Cabinet
Dual Power Supplies
RAID cont. & redundant disk drives
~ 200,000 hours online storage
**OAISYS Screen Recording Server supports up to 100 simultaneous screen recordings
OAISYS and Mitel: Call Recording Solution Configuration
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OAISYS RECORDING SERVER BASE SYSTEMS
Standard
Standard w/
RAID 1
Advanced
Advanced w/
RAID 1
Advanced
PLUS
Advanced PLUS
w/ RAID 1
Dual Core
CPU
Dual Core
CPU
Dual Core CPU
Dual Core CPU
Quad Core
CPU
Quad Core CPU
320GB SATA
HDD
2 x 320GB
SATA HDD
320 GB SATA
HDD
2 x 320 GB
SATA HDD
320 GB SATA
HDD
2 x 320 GB SATA
HDD
500 GB SATA
HDD
2 x 500 GB
SATA HDD
1 TB SATA
HDD
2 x 1 TB SATA
HDD
2 GB RAM
2 GB RAM
2 GB RAM
2 GB RAM
4 GB RAM
4 GB RAM
Windows 7 Pro
OS, SQL Server
2008 Express
Windows
Server 2008
OS, SQL Server
2008 R2
Workgroup
Edition x64,
fault tolerant
power supply
Windows Server
2008 OS, SQL
Server 2008 R2
Workgroup Edition
x64, fault tolerant
power supply
Windows 7
Pro OS, SQL
Server 2008
Express





Windows 7
Pro OS, SQL
Server 2008
Express
Windows 7 Pro
OS, SQL
Server 2008
Express
All Server Base Systems feature DVD+RW drives
Standard and Standard w/ RAID 1 are desktop servers, and all others are rackmount servers that include rails and mounting hardware
Standard Base Systems come w/ 3 full PCI slots and 2 PCI express slots
All Advanced Base Systems come w/ 4 full PCI slots and 2 PCI express slots
Advanced RAID Base Systems have an Adaptec RAID controller board that
takes up one of the PCI express slots
OAISYS and Mitel: Call Recording Solution Configuration
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Load Test Results
Test Configuration:




SQL 2008
Intel Core 2 Duo Processor 2.93 GHz
RAM: 2GB
SQL Memory: Approximately 1.3 GB
NOTE: The test results below resulted in less than 50% consumption of CPU.
The following load tests have been deemed appropriate for non-CTI mode and CTI
mode. The “Standard Load” was determined to be approximately 920 calls per hour per
full T1 span of 24 channels (these calls vary in call duration between 21 and 251
seconds with 4 seconds of idle time between calls). This load test simulates an
extremely busy call center environment.
The system must experience 50% or less of the maximum load time for at least one
hour per day so that it can perform the maintenance cycle. If the customer cannot meet
this requirement, an alternate configuration may be necessary.



Standard OAISYS Recording Server: 100 ports maximum, not to exceed 1,200
calls per hour.
Advanced OAISYS Recording Server: 200 ports maximum, not to exceed
2,400 calls per hour.
Advanced Plus OAISYS Recording Server: 350 ports maximum, not to exceed
4,200 calls per hour.
OAISYS and Mitel: Call Recording Solution Configuration
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The following table applies to the total number of ports in the system. The Tracer
network can be made up of one or more Tracer systems until it reaches the maximum
number of ports. The total number of ports the Tracer network can reach is 1,750 ports.
Ports
Tracer System
(at least one)
Database
Dedicated SQL
Server
Required?
Max Call
Records
1-48
Standard
SQL Express
No
1.5 million
49-96
Advanced
SQL Express
No
1.5 million
97-384
Advanced Plus
Full SQL Database
No
3 million
385-1750
Advanced Plus
Full SQL Database
Yes
3 million
OAISYS and Mitel: Call Recording Solution Configuration
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About OAISYS
OAISYS is a leading developer of call recording and contact center management
solutions for a wide range of organizations; from small-to-medium sized businesses to
large multi-site enterprises. The OAISYS voice documentation and interaction
management solutions help companies within a variety of industries attract and retain
customers by digitally capturing phone-based interactions for simple retrieval, playback
and management. Compatible with leading business communications systems, OAISYS
Tracer and Talkument applications help companies improve risk management, quality
assurance, customer retention, dispute resolution, regulatory compliance and other
critical business concerns.
OAISYS is headquartered in Tempe, Arizona, and OAISYS Limited is located in
Cambridge, England.
To learn more about OAISYS, Tracer and Talkument, please visit our website at
www.oaisys.com. To schedule a live demonstration, please email [email protected] or
call us at 888.496.9040.
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OAISYS and Mitel: Call Recording Solution Configuration
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