Specification and Requirements

This topic contains specifications and requirements for the Avaya TSAPI component only. Only specifications relevant to this integration are listed here.

Prerequisites

Prerequisites – Customer Specific

The following Avaya requirements must be met in order to capture metadata using Avaya TSAPI:

A CTI user must be created, more information on how to create the CTI user see Configuring CTI Users in the Avaya Documentation Center.

Prerequisites – Uniphore Specific

In general, there are no additional Communication Recording Agent system requirements specific to a

Call Recording Capabilities

Call Metadata

The following TSAPI call metadata will be captured for each recorded call:

Metadata	Description
Answering Name	The name of the answering party on the conversation.
Answering Number	The number of the answering party on the conversation.
Call Direction	The direction of the call, Inbound/Outbound.
Called Name	The name of the called party.
Called Number	The dialed number.
Caller Name	Depending on availability, the name of the person who initially started the call, this will vary depending on the direction of the call.
Caller Number	The Calling line identity (CLI).
Other Party Name	The name of the other party on the conversation.
Other Party Number	The number of the other party on the conversation.
Redirection Name	The name associated with the device performing the redirection if the call is redirected or transferred.
Redirection Number	The number associated with the device performing the redirection if the call is redirected or transferred.
Station Extension	The extension of the telephony station.
Station Name	The name of the telephony station.
Trunk Group Number	The number of the telephony trunk.
External Call ID	The Avaya universal call identifier (UCID).
User To User Information (UUI)	The UUI data depends on the Avaya CM configuration.
Call Hold Count	The number of times a call has been placed on hold.
Call End Reason	The reason the call ended, see Call End Reasons below for a full list of potential reasons.
Releasing Number	The telephony number of the party who ended the call.
Releasing Name	The name of the party who ended the call.

In addition to the above metadata, Avaya Aura Call Center Elite provides the following metadata:

Metadata	Description
Agent Name	The name of the agent on the conversation.
Agent Login ID	The ID of the agent on the conversation.
Queue ID	The ACD Hunt Group Extension.
Queue Name	The ACD Hunt Group Name.

Call End Reasons:

The list below describes each of the possible values for the call end reason metadata:

CalledPartyDisconnected - The person who answered the call (the called party), ended the call.
CallingPartyDisconnected - The person who started the call (the calling party), ended the call.
CallFailed - The call failed to complete due to telephony errors such as invalid dialed numbers, unreachable destinations, or signaling failures.
Held - The agent put the call on hold, effectively ending that leg of the call. This typically occurs in scenarios without transfer or consultation.
HeldForConference - The agent put the call on hold by initiating conferencing, effectively ending that leg of the call.
HeldForConsultation - The agent put the call on hold by initiating a consultation, effectively ending that leg of the call.
HeldForTransfer - The agent put the call on hold by initiating a transfer, effectively ending that leg of the call.
Conferenced - The call leg ended when a participant was added to create an ad-hoc conference (creating a new call leg).
ConferenceEnded - The ad-hoc conference call leg ended when a participant leaves to create a normal two-party call (creating a new call leg).
ConferenceSplit - The conference was split into multiple calls, this call end reason is only applicable for telephony platforms that support a conference split function.
Transferred - The call leg ended as part of a successful transfer (creating a new call leg).
Parked – The call was parked (temporarily placed in a holding queue) effectively ending that leg of the call.
SourceFailed - The call leg ended due to failure of the source media stream. For example, this can occur if the DMCC link drops, whether from the client side or the server.
Shutdown - The collector was shutdown gracefully. In this scenario, all calls are gracefully ended, and this is the call end reason.
Segmented - The call was segmented, ending the call leg intentionally as part of a configured segmentation policy (time-based splitting). Typically, unused or reserved for advanced configurations.
DeadCall - The system detected a "dead" call with no media activity and no termination event. This is considered an anomalous state.
Unknown - The call ended for any reason unrecognized or not categorized by the above predefined list, indicating an exceptional or unclassified condition.

Firewall Port Considerations

The following ports will need to be opened (globally, not for specific processes) on any firewalls between the Collector(s) and the Avaya AES Server:

Port	Protocol	Purpose
450	TCP	The TSAPI Service port on the AES.
1050-1065	TCP	Unencrypted Tlink ports on the AES.
1066-1081	TCP	Encrypted Tlink ports on the AES.

Note

The ports described above are specifically for this integration. Other ports are required for general Communication Recording Agent Collector functionality.

System Updates

Unlike other Communication Recording Agent integrations, there are no customer configurable components so this topic only covers architecture, specifications, and requirements. If you require further system configuration changes for your Communication Recording Agent / Avaya TSAPI integration, or you need to increase capacity/resiliency in any way, please contact your Uniphore representative for support.

In this section:

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