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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 2 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 8 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 11 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 12 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 13 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 14 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 15 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 16 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 17 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 18 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 19 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 20 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 21 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 22 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. Follow us on: OAISYS and Mitel: Call Recording Solution Configuration 23