Avaya Solution & Interoperability Test Lab
A Sample Configuration for Voice Print Digital Voice
Logger 2.73 with Avaya IP Office System 2.0 - Issue 1.0
Abstract
These Application Notes describe the configuration steps required for the Voice Print Digital
Voice Logger to successfully interoperate with the Avaya IP Office System. Features and
functionality were validated and performance testing was conducted in order to verify
operation under load. Information in these Application Notes has been obtained through
interoperability compliance testing and additional technical discussions. Testing was
conducted via the DeveloperConnection Program at the Avaya Solution and Interoperability
Test Lab.
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©2004 Avaya Inc. All Rights Reserved.
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1. Introduction
These Application Notes describe the compliance-tested configuration using Avaya IP Office 2.0
and Voice Print Digital Voice Logger 2.73 for VOX (voice operated exchange) recording.
Voice Print Digital Voice Logger (DVL) is a call recording solution offering digital call
recording, monitoring, and retrieval. It uses Windows NT/2000/XP and SQL database. The
SQL database developed by Borland/Imprise combines fast retrieval and low maintenance
requirements (e.g., backups can be performed while the system continues operation).
DVL’s open-architecture API and built-in ActiveX toolkit facilitate integration with existing
database applications such as order-entry, customer service, financial management, and other
CRM packages. By applying archiving rules, DVL’s Variable Data Retention capability allows
for effective management of thousands of hours of recorded transaction activity.
For security, DVL offers multiple login levels. Channels can be grouped to allow a specific user
access to only selected channels and functions.
The Event Center Manager allows for centralized event reporting and management (alarms) via
e-mail, pop-up network or local messaging, dial-out and paging. A script allows for
centralization of service resources. Different alarm notifications can be routed to different
personnel and automated utilities, based on specialization.
One DVL platform can support different types of interfaces and integrations (including 2 and 4wire analog, 2 and 4-wire Direct Digital Extension Tap, BRI, PRI, T1 and E1 interfaces). DVL’s
full duplex T1 and E1 recording interface allows independent bi-directional automatic gain
control to keep the inside party at the same volume level as the outside party.
DVL utilizes 13.3KHz Microsoft GSM compression (68 minutes of recording storage per 10MB
HDD or archive storage). It offers the following portability options: saving audio files across
LAN/WAN or onto a removable media for playback, e-mailing recordings anywhere in the world
for playback, remote playback initiated remotely via PIN access and remote playback initiated
from the recorder and routed to any phone.
DVL interfaces with the IP Office via passive tap. DVL uses two components to connect to the
IP Office – one at the trunk side and the other at the line (station) side. At the trunk side, the
component connection is a direct extension tap on the analog or digital trunks between the CO
(Central Office) and the IP Office. At the line (station) side, the component connection is a
direct extension tap between the IP Office and the 6400 series phones or between the IP Office
and analog phones.
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Voice Print supports trunk and station tapping in the following configurations:
Scenario 1
(See Figure1)
Scenario 2
(See Figure 2)
Trunk Tap: Analog Trunk
Station Tap: Analog Station, Digital Station
Trunk Tap: T1 or PRI
Station Tap: No station tapping supported
The tested configurations are shown in Figure 1 and Figure 2.
In both scenarios, the IP Office is configured to route incoming calls from the Analog and
T1/PRI trunks to the Main hunt group, which is configured in Group Hunt Mode. Analog,
Digital, and IP Phone extensions ring on inbound calls. Short codes are configured to direct
outbound calls to either the Analog or T1/PRI trunks.
PSTN
PSTN
Digital Trunk
(T1/PRI)
Analog
Trunks
Breakout
Box
Voice Print
DVL
Breakout
Box
Breakout
Box
"Sales"
x2520
"Marketing"
x2521
Analog
Phone
Analog Phone
Avaya
IP403
"Francis
Nguyen"
x2500
"Rick
Sample"
x2501
Operator
x2499
Avaya 6400 Series
Digital Phones
"Cindy
Zorn"
x2502
Avaya 6400 Series
Digital Phones
Ethernet
"Tech Support" "Bob Vasquez"
x2511
x2510
Avaya 4600 Series
IP Phones
Figure 1: Voice Print DVL and Avaya IP Office Configuration – Scenario 1
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PSTN
Digital Trunk
T1/PRI
Analog Phone
PSTN
Analog
Trunks
Breakout
Box
"Marketing" Analog Phone
x2521
"Sales"
x2520
Voice Print
DVL
Avaya
IP403
"Francis
Nguyen"
x2500
"Rick
Sample"
x2501
Avaya 6400 Series
Digital Telephones
Operator
x2499
"Cindy
Zorn"
x2502
Avaya 6400 Series
Digital Telephones
Ethernet
Avaya 4600 Series
IP Phones
"Tech Support" "Bob Vasquez"
x2511
x2510
Figure 2: Voice Print DVL and Avaya IP Office Configuration – Scenario 2
1.1. Compliance Test Notes / Observations
•
•
•
•
DVL has a user-definable parameter, Silence Threshold (default: 10 seconds) that is used
to define the amount of silence time DVL should permit to elapse before recording stops.
If the parameter is set too high, the possibility exists that a 2nd call is appended to the
recording instead of being recorded as a separate call. If set too low, the same call could
wind up broken up into different recordings. Caution should be taken when modifying
this parameter.
DVL captures digits dialed from internal extensions and records them in the ANI field for
the call. Depending on how quickly a user dials, the possibility exists that not all digits
will be captured. Voice Print states this is a function of how long the key is pressed and
may typically occur when dialing from analog stations.
Besides VOX recording, Voice Print has a license available for LoopStart recording on
analog trunks. This type of license permits capture of CallerID information arriving on
an analog trunk. However, use of this license can only be done on an all-analog DVL.
That is, it precludes the ability to tap digital stations.
The current implementation of DVL does not support TAPI on IP Office. Information
such as Agent ID is therefore not available for logging in the database entry for recorded
calls.
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2. Equipment and Software Validated
The following equipment and software were used for the sample configuration provided:
Equipment
Avaya IP 403 Office System
Avaya IP 400 Phone 16 Expansion Module
Avaya 6408D+, 6416D+M Telephones
Avaya 4612 IP Telephones
Voice Print Digital Voice Logger
Generic PCs
Generic Analog Telephones
Software
2.0(16)
4.0(16)
1.81
2.73
Windows 2000 Professional
-
3. Configure the Avaya IP Office Switch
No special configuration is required on Avaya IP Office for interoperability with Voice Print
Digital Voice Logger.
4. Configure the Voice Print Digital Voice Logger
Voice Print Digital Voice Loggers are installed and configured by Voice Print International
technicians or by an authorized dealer. Please contact Voice Print or authorized dealer for all
installation, provisioning, and configuration related to Voice Print including integration with IP
Office.
Information supplied below is a high level description of the steps taken to provision Voice Print
DVL to integrate with IP Office.
4.1. Physical Configuration – Scenario 1
Step
1.
2.
3.
Description
Connect all telephones and trunks to the IP Office as depicted in Figure 1.
Insert breakout boxes or passive taps on the analog trunk(s) and analog and digital
station ports that will be tapped. For the purposes of this document, passive taps
were installed on all analog trunks, analog station x2520, and digital stations x2500
and x2501 in Scenario 1.
Proceed to Section 4.3 – Configuring Voice Print Digital Voice Logger.
4.2. Physical Configuration – Scenario 2
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Step
1.
2.
3.
Description
Connect all telephones and trunks to the IP Office as depicted in Figure 2.
Insert breakout boxes or passive taps on the T1/PRI trunk(s) that will be tapped.
For the purposes of this document, passive taps were installed on the T1 / PRI
trunk in Scenario 2.
Proceed to Section 4.3 – Configuring Voice Print Digital Voice Logger.
4.3. Configuring Voice Print Digital Voice Logger
Please contact Voice Print or authorized dealer for all installation, provisioning, and
configuration related to Voice Print, including integration with IP Office.
Customers are given the ability to change certain configuration settings to enhance call
recording. The following are examples of VOX settings the customer may change based on their
business needs.
Step
Description
Change the minimum call length
1.
2.
Log into the Voice Print server and select the Voice Print Setup Tab.
Select the Channel Manager Tab.
3.
In the Channel Manager window, enter the minimum number of seconds voice energy
must be present on a channel, in order for Voice Print to trigger recording on that channel.
Adjusting the silence threshold to end recording on a per channel basis
4.
Log into the Voice Print server and select the Voice Print Setup Tab.
5. 2Select the Channels Tab.
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Step
Description
6. 3Select the channel you need to make the adjustment to
7. 4Click the Advanced button
8.
Set the silence threshold to the desired number of seconds (default is 10).
NOTE OF CAUTION: If this setting is too low, an individual call may be broken into
many recordings. If this setting is too high, the possibility exists that multiple calls will be
recorded as one long recording. The default value was changed from 10 to 3 above to
allow for the high call volume used for load testing.
5. Interoperability Compliance Testing
This Interoperability Compliance Test included feature, functionality and performance load
testing. Feature and functionality testing examined the DVL’s ability to properly record
inbound, outbound and/or internal calls on the tapped extension and/or trunk. Performance load
tests verified the configuration continued recording when operating under load.
5.1. General Test Approach
Feature and functionality testing was performed manually. Inbound calls were made to the IP
Office system from analog, T1 and PRI trunks as well as internal extensions. Calls occurring on
tapped trunks and extensions were recorded as expected. Analog loop start trunks from the
central office were connected to the IP Office. For T1/PRI connectivity, a T1 was provisioned
between the IP Office and Avaya Communication Manager systems. The configuration was
changed to PRI on both systems for the PRI test cases.
Performance testing was accomplished by utilizing call generation tools for placing and
receiving calls from T1 to analog station ports and from analog station ports to T1. Analog
station ports on the call generation tool were connected to analog station ports on the IP Office
Phone Expansion Module of the IP Office system. Taps were placed on each analog station port
connecting the analog ports to the DVL. Call generation tool scripts were written to place and
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receive calls. The call generation tool script on the destination extension verified the incoming
call was from the proper source.
5.2. Test Results
All feature, functionality, and performance test cases executed passed successfully. Overnight
performance testing at a rate of approximately 3000 Busy Hour Call Attempts was conducted on
the 16-port DVL system provided for compliance testing. Performance statistics were captured
on the DVL server to ensure that it was able to handle the call volume.
6. Verification Steps
The following steps can be used to verify system operation after a field installation:
Place a call to a tapped trunk or extension and speak for a few moments. While the call is
in progress, look at the DVL Channel Monitor and confirm the LED for the tapped
extension has changed from green to yellow while the call is being recorded.
Hang up the call and after the user-defined hold time has elapsed, confirm the Channel
Monitor LED has changed back to green.
Retrieve the recorded call on the DVL server and verify it via playback.
7. Support
Customers should call the Voice Print Customer Service Center when having problems related to
the Digital Voice Logger. Voice Print will then determine the nature of the problem and
recommend the best plan to the customer, whether it is to:
Fix the problem through remote access.
Dispatch, at Voice Print’s discretion, on-site technical support.
For technical support on Digital Voice Logger, contact the Voice Print Customer Service Center
at (805) 389-5201. Technical support email can be sent to [email protected].
8. Conclusion
These Application Notes describe the required configuration steps for Voice Print’s Digital
Voice Logger to successfully interoperate with Avaya IP Office System using VOX recording.
The Digital Voice Logger and IP Office features, functionality, and performance were validated.
DVL currently supports tapping at the T1/PRI trunk. DVL also supports tapping at the analog
trunks, as well as at analog and digital stations, but not in the same configuration where T1/PRI
trunk tapping is being done.
9. Additional References
Avaya IP Office Installation Manual, 40DHB0002USCL, Issue 9 (10/28/2003).
Voice Print Digital Voice Logger System Guide, Version 2.7.3.
SCR; Reviewed:
JPA 02/20/04
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©2004 Avaya Inc. All Rights Reserved.
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©2004 Avaya Inc. All Rights Reserved.
Avaya and the Avaya Logo are trademarks of Avaya Inc. All trademarks identified by ® and ™
are registered trademarks or trademarks, respectively, of Avaya Inc. All other trademarks are the
property of their respective owners. The information provided in these Application Notes is
subject to change without notice. The configurations, technical data, and recommendations
provided in these Application Notes are believed to be accurate and dependable, but are
presented without express or implied warranty. Users are responsible for their application of any
products specified in these Application Notes.
Please e-mail any questions or comments pertaining to these Application Notes along with the
full title name and filename, located in the lower right corner, directly to the Avaya
DeveloperConnection Program at [email protected].
SCR; Reviewed:
JPA 02/20/04
Solution & Interoperability Test Lab Application Notes
©2004 Avaya Inc. All Rights Reserved.
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