Avaya Solutions

Call Recording

There are many methods to record calls in an Avaya environment including VoIP packet sniffing, passive tapping of T1 trunks, and digital and analog extensions. Although the SVRX supports all traditional methods, our certifed solution utilizes the Device Media Call Control (DMCC) API to directly record calls from the Avaya Communication Manager.

Device Media Call Control (DMCC) allows software partners to create soft phones in the recorder to monitor and record any analog, digital, or VoIP phone. The API also provides calling and called party numbers, call direction, hunt group, and agent ID information which is associated with each recording and can be used as search, reporting, and scheduling criteria.

Edigin’s IP call recording is accomplished in the SVRX using the single step conference method. When an agent call is established, the SVRX conferences the recording device into the call to receive the aggregated RTP media stream of the call.

• The single step conferencing method is available via DMCC in AE Services release 3.1 and higher
• The recorder is a participant and uses one of the six participants supported by the Communication Manger
• Record call against any type of extension managed by Communication Manager and can be monitored
• Provides a pool of shared recording devices reducing the number of licenses required to record
• Supports recording G.711 and G.729 audio

The SVRX supports recording on demand using three separate methods:

• Phone: Phone key presses
• Web: The SVRX web based monitoring dashboard
• Application: An installed SVRX client application

Recording on demand also supports two modes of recording:

• Toggle mode: Allows the recorder to be turned on or off at any time
• Entire call mode: Records the entire call no matter when in the call the record request was made

Remote Employee Recording

Many companies are taking advantage of work from home employees, but this does not eliminate the requirement to record their phone calls. There are significant challenges associated with recording remote employee phones calls since most recording applications rely on spanning the traffic from the network device the phone is connected to. The Edigin SVRX solves this problem and provides a centralized recording solution for all remote employee phones.

• Provides centralized recording of remote employee phones
• Available for phones operating on a company VPN
• Available for phones operating through a Session Border Controller over the Internet