Specification and Requirements
This topic contains specifications and requirements to enable call recording for the Alvaria system. Only specifications and requirements relevant to this Alvaria integration are listed here.
Prerequisites
There are no customer prerequisites for an Alvaria/Communication Recording Agent integration. However, there may be prerequisites for the initial integration that Alvaria is accompanying. See the relevant guidelines topic for more information.
In general, these integration guidelines assume that:
One or more Collectors have been deployed.
Each Collector has been fully configured for your telephony integration(s).
Call Metadata
The CTI-triggered Recording within an Alvaria integration can be separated into the following operations:
Application Start
Login Event
Logout Event
Call Start Event
Call End Event
Call Update Event
The following call metadata is captured for each recorded call. The metadata has been separated into sections to reflect when the metadata is captured in the call. Some metadata may be captured at multiple stages of the call.
Start Call Event
Metadata | Description | Database Field |
|---|---|---|
AC | The ANI Area Code. | DBRE_AreaCode |
AgentID | The Alvaria Logic identifier. | DBRE_AgentIdString |
Appl | The Alvaria application code. | DBRE_Application |
Call-ID | The unique identifier for the call. | DBRE_External_CallID |
CBRowID | The Alvaria call back record row ID | DBRE_CallBackRowID (new) |
CC | The Automatic Number Identification (ANI) Country Code | DBRE_CountryCode |
Compliance | The compliance status of the captured agent in the conversation. Values include | DBRE_Compliance |
DateTimeStamp | The Noble Application Server Time. In this call event this is the server date/time stamp for when the call started. | DBRE_Start_DateTime |
Direction | The direction of the call, Inbound/Outbound. | DBRE_Direction |
DNIS | The dialed/called number. | DBRE_DNISDigits |
Extension | The telephony extension. | DBRE_Extension |
ListID | The Alvaria calling list identifier. | DBRE_CallingListID (new) |
LMRowID | The Alvaria calling list row identifier. | DBRE_CallingListRowID (new) |
Phone | The ANI phone number. | DBRE_ANI |
TrunkNumber | The telephony trunk number. | DBRE_Trunk |
TrunkGroup | The Trunk Group Information (PBX) | DBRE_TrunkGroup |
End Call Event
Metadata | Description | Database Field |
|---|---|---|
AddiStatus | The additional call disposition code. | DBRE_AdditionalStatus |
AgentID | The Alvaria Login identifier. | DBRE_AgentIdString |
Call-ID | The unique identifier for the call. | DBRE_External_CallID |
CallStatus | The Call disposition code. | DBRE_CallState |
DateTimeStamp | The Noble Application Server Time. In this call event this is the server date/time stamp for when the call ended. | DBRE_End_DateTime |
Extension | The telephony extension. | DBRE_Extension |
TrunkNumber | The Telephony trunk number. | DBRE_Trunk |
TrunkGroup | The Trunk Group Information (PBX) | DBRE_TrunkGroup |
Update Call Event
Metadata | Description | Database Field |
|---|---|---|
AC | The ANI Area Code | DBRE_AreaCode |
AgentID | The Alvaria Logic identifier. | DBRE_AgentIdString |
Appl | The Alvaria application code. | DBRE_Application |
Call-ID | The unique identifier for the call. | DBRE_External_CallID |
CBRowID | The Alvaria call back record row identifier. | DBRE_CallBackRowID (new) |
CC | The Automatic Number Identification (ANI) Country Code | DBRE_CountryCode |
DateTimeStamp | The Noble Application Server Time. | DBRE_Start_DateTime DBRE_End_DateTime |
DNIS | The dialed/called number. | DBRE_DNISDigits |
Extension | The telephony extension. | DBRE_Extension |
ListID | The Alvaria calling list identifier. | DBRE_CallingListID (new) |
LMRowID | The Alvaria calling list row identifier. | DBRE_CallingListRowID (new) |
Phone | The (ANI phone number. | DBRE_ANI |
TrunkNumber | The telephony trunk number | DBRE_Trunk |
TrunkGroup | The Trunk Group Information (PBX) | DBRE_TrunkGroup |
XferFlag | The type of transfer. Either | DBRE_TransferFlag |
XferAgentId | The Alvaria CX Agent ID of the agent from whom the call was transferred. This is only available for calls with the XferFlag value of either | DBRE_TransferAgentId |
XferGroup | The group from which the call was transferred. This is only available for calls with the XferFlag value of either | DBRE_TransferGroup |
XferAc | The area code of the external number to which the call was transferred. This is only available for calls with the XferFlag value of | DBRE_TransferAreaCode |
XferCC | The country code of the external number to which the call was transferred. This is only available for calls with the XferFlag value of | DBRE_TransferCountryCode |
XferExtension | The Agent or Group to which the call was transferred (internal transfer). | DBRE_TransferExtension |
XferPhone | The phone number to which the call was transferred (external transfer). | DBRE_TransferPhoneNumber |
Firewall Port Considerations
The following ports need to be opened (globally, not for specific processes) on any firewalls between the Collector(s) and the Alvaria DRS-3P:
Port | Protocol | Purpose |
|---|---|---|
8922 | TCP | The default connection between the Alvaria CTI server and Alvaria systems uses a configurable port, if required by the Alvaria system. You can modify this setting using the |
Note
The ports described above are specifically for this integration. Other ports are required for generic Uniphore Collector functionality and are detailed in the appropriate documentation.
Tested Configuration
Integration testing has been performed between Alvaria CX 23.3 using drs3p-23.1.2 and Communication Recording Agent on Administration Platform.
There are no known compatibility limitations for this integration with other recording types.
Voice Activity Detection
To avoid recording silence (and reduce storage requirements), the Collector can perform Voice Activity Detection (VAD) on received audio. VAD can use a combination of different signal analysis algorithms to identify voice. VAD is performed on each channel by analyzing a 10-millisecond window. Each algorithm is performed on the audio within the window and a decision on whether that window contains voice or not is based on the levels falling within a set of configured thresholds.
Using the default configuration, it could take as little as 20-milliseconds of voice activity on a channel to trigger recording. Once voice activity is no longer detected, recording will continue for 5 seconds before ending. This prevents pauses in speech from causing excessive stopping and restarting of recording.
Enabling VAD does impact Collector performance and reduces the maximum possible concurrent recordings. VAD is only supported with calls using the G.711 audio codec and cannot be performed on calls using SRTP.
The signal analysis algorithms currently used by VAD are:
Short-Term Energy: STE is essentially a method of determining how loud a window of audio is. Windows of voice have higher energy. Windows of non-voice have lower energy.
Zero Crossing Rate: ZCR represents how often within a window of audio, the signal’s amplitude alternates between positive and negative. Windows of voice have a lower ZCR. Windows of non-voice have a higher ZCR.
ZCR is useful for distinguishing between tones and voice. Tones are often as loud as voice, but in general are at a significantly higher frequency.
See Configure the Integration Adapter for more information on configuring VAD.