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Uniphore Customer Portal

Configuration

This topic contains detailed configuration steps required to capture TSAPI metadata. Note that only configuration settings relevant to this integration are listed here, for all other settings, leave these set to their default values.

Note

This topic covers the TSAPI metadata capture component only, and is designed to be used in combination with a supported U‑Capture recording integration, such as SIPREC.

Step

Reference

Description

1

Configure the Linux Telephony Services Library

Configure the tslibrc file with connection information relating to TSAPI Telephony Services.

2

Configure the TSAPI CTI

Configure the TSAPI CTI server using the CTIServer_TSAPI.yaml file.

Also see Log Files for information on configuring log files.

Configure the Linux Telephony Services Library

Specify connection information relating to TSAPI Telephony Services in the /etc/redbox/config/tslibrc file. A sample file is provided in this topic, see Example tslibrc Config below.

[Telephony Servers]

List the Avaya AES servers that offer TSAPI Telephony Services. Each entry must have the format host_name port_number where host_name is either the domain name or IP address of the AES server and port_number is the TSAPI Service port number (the default AES port number is 450).

Host name example:

[Telephony Servers]
aeserver.domain.com 450

IPv4 address example:

[Telephony Servers]
192.142.146.65 450

IPv6 address example:

[Telephony Servers]
6fee:ffff:100:f101:5e4:23ff:ff95:9635 450

List example:

[Telephony Servers] 
aeserver.mydomain.com 450
192.142.146.65 450

[Config]

When accessing Telephony Services via a secure, encrypted connection, the AES server sends its certificate to the TSAPI client, and the TSAPI client verifies that the certificate is signed by a trusted Certificate Authority (CA).

If the customer has installed their own certificate on the AES Server, then the TSAPI client must have access to the trusted CA certificate(s) for the AES server certificate. Provide the location of a file containing the trusted CA certificate(s) in the [Config] section.

For example:

[Config]
Trusted CA File=/etc/redbox/config/certs/verisign.pem

[Alternate Tlinks]

If required you can specify alternative AES servers in the [Alternate Tlinks] section. Each entry can specify between one and four alternative servers for each AES server specified in the [Telephony Servers] section. Up to 16 entries are possible. The format of each entry is:

Alternates(preferred_AES)=alternate_AES_1:alternate_AES_2

For example to specify that both AVAYA#CM1#CSTA#AES2 and AVAYA#CM1#CSTA#AES3 are alternate AES servers for AVAYA#CM1#CSTA#AES1:

[Alternate Tlinks]
Alternates(AVAYA#CM1#CSTA#AES1)=AVAYA#CM1#CSTA#AES2:AVAYA#CM1#CSTA#AES3
Example tslibrc Config
[Telephony Servers]
aeserver.mydomain.com 450

[Config]
Trusted CA File=/etc/redbox/config/certs/verisign.pem

[Alternate Tlinks]
Alternates(AVAYA#CM1#CSTA#AES1)=AVAYA#CM1#CSTA#AES2:AVAYA#CM1#CSTA#AES3
Configure the TSAPI CTI

Use the CTIServer_TSAPI.yaml file to specify which TSAPI CSTA services to connect to, device extensions to monitor, Collectors to connect to, and configure logging settings for TSAPI events. A sample file is provided in this topic, see "Example CTIServer_TSAPI Configuration" below.

services

The services section contains a list of TSAPI CSTA services to connect to and connection credentials.

Setting

Description

server_id

The Tlink to use, for example: AVAYA#CM#CSTA#AES-LAB01.

Note

If any alternate Tlinks are provided in the tslibrc file, set this to the preferred Tlink – see “[Alternate Tlinks]” in Configure the Linux Telephony Services Library.

login_id

password

Credentials for the AES CTI user account.

event_log

Use the event_log section to configure TSAPI event logging.

Setting

Description

output_directory

Set the event log output directory (location to receive event log files). Defaults to /var/redbox/logs/ for the Linux Collector.

file_count

Set the maximum number of event log files of each type to retain. Defaults to 5.

file_size_mb

Set the maximum event log file size in MB. Defaults to 50.

mode

Set the event logging mode to one of the options below, defaults to text.

  • disabled – Event logging is disabled.

  • text – Events are logged in text format to CTIServer_TSAPI_Events.txt.

  • binary – Events are logged in binary format to CTIServer_TSAPI_Events.dat.

  • both – Events are logged in both text and binary formats to CTIServer_TSAPI_Events.txt and CTIServer_TSAPI_Events.dat respectively.

monitoring

Use the monitoring section to list devices and agent groups to monitor for metadata capture. There are three modes of operation that make use of the following settings, see Modes of Operation for more information and examples.

Setting

Description

monitor_end_point_devices

Indicate whether or not endpoint devices should be monitored. Set to true to monitor any items in the end_point_devices list. Set to false to ignore any endpoint devices listed. Defaults to true.

end_point_devices

List end-point device extensions to establish monitors for, these can be ACD hunt group extensions or station extensions. ACD hunt group extensions can be monitored for agent logon/logoff events, but not call events. Station extensions can be monitored for call events, but not logon/ logoff events.

monitor_route_point_devices

Indicate whether or not route point devices should be monitored. Set to true to monitor any items in the route_point_devices list. Set to false to ignore any route point devices listed. Defaults to true.

route_point_devices

List route-point device extensions to establish monitors for, these can be VDN extensions. Monitor a VDN extension to receive call events for all calls routed via a VDN. In many cases, this can be simpler than monitoring each station extension individually.

monitor_agent_groups

Indicate whether or not agent groups should be monitored. Set to true to monitor any items in the agent_groups list. Set to false to ignore any endpoint devices listed. Defaults to true.

agent_groups

List ACD hunt groups to establish monitors for. ACD hunt groups can be monitored for agent logon/logoff events.

monitor_logged_in_agents

Indicate whether or not monitors should be established for an agent’s station extension when they log in to an ACD hunt group. Set to true if monitors are to be established, set to false to not establish the monitors. Defaults to false.

Note

  • The monitor will be stopped when the agent logs out of the ACD hunt group.

  • Requires at least one ACD hunt group to be monitored.

recording

Use the recording section to list database fields as criteria for matching records for CTI metadata updates.

Setting

Description

update_criteria_fields

A list of database fields to use as criteria when matching recordings for CTI metadata updates – for example, using Extension will update any inprogress recording with the same Extension. A more precise method would be to use External_CallID, to update any in-progress recording with the same UCID. The latter would also be effective with trunk-side recording where we are unlikely to have extension information in the audio recording.

It’s also possible to specify the comparison operator to use. Possible comparison operators are:

  • EqualTo

  • EndsWith

For a list of valid database fields for TSAPI and Call Center Elite see Database Fields below.

For example:

update_criteria_fields:
    - UserToUserInfo EndsWith

recorders

Use the recorders section to set up the connection between the TSAPI CTI Server and the Collector.

Setting

Description

host

The TSAPI CTI server is designed to establish a CTI link with one Collector. The TSAPI CTI server will mostly run on the same server as the Collector, and therefore defaults to localhost:6475.

If the Collector is located on a different server to the CTI server, specify the location of the Collector (hostname:portnumber).

Example CTIServer_TSAPI Configuration
services:
  - server_id: AVAYA#CM#CSTA#AES-LAB01
    login_id: uniphore1
    password: password
event_log:
  mode: both
monitoring:
  end_point_devices:
    - 3100
  route_point_devices:
    - 3000
recording:
  update_criteria_fields:
    - External_CallID
recorders:
  - host: localhost:6475
discovered_server_names:
  - AVAYA#CM#CSTA#AES-LAB01
  - AVAYA#CM#CSTA-S#AES-LAB01
Modes of Operation

Explicit Station Monitoring

List each station to be monitored. We'll receive call events for any calls made or received by those stations. You can also add one or more hunt-groups for agent information. We'll use 1 TSAPI license for every station and hunt-group configured 100% of the time.

monitoring:
  end_point_devices:
    - 4102
    - 4103
    - 4104
  agent_groups:
    - 3100

VDN Monitoring

List each VDN to be monitored. We'll receive call events for any calls routed through those VDNs. You can also add one or more hunt-groups for agent information. We'll use 1 TSAPI license for every VDN and hunt-group configured 100% of the time. This uses significantly less TSAPI licenses in large contact centres. But may only allow events for inbound calls.

monitoring:
  route_point_devices:
    - 3000
  agent_groups:
    - 3100

Logged in Station Monitoring

List each hunt-group to be monitored. We'll receive logged on/off events for all agents in those hunt-groups. We'll then monitor those agent's stations when they log on and stop monitoring them when they log off. We'll use 1 TSAPI license for every hunt-group configured 100% of the time, and 1 TSAPI license per logged in station. This uses less TSAPI licenses than explicit station monitoring, but more than VDN monitoring. It is however, simpler to explain and configure if the customer has either a complex VDN setup or cannot route outbound calls via a VDN.

monitoring:
  agent_groups:
    - 3100
  monitor_logged_in_agents: true
Database Fields

The Avaya TSAPI CTI Server can capture for following metadata items for each call. The information available varies depending on whether Call Center Elite is being used. The tables below show what metadata can be captured, the database field used to capture it, as well as a brief description explaining what that metadata is.

Note

The database fields can be used as criteria for matching records for CTI metadata updates, this is set in the CTIServer_TSAPI.yaml file, see “recording” above.

Avaya Aura

The following items are always captured for any type of Avaya Aura environment.

Metadata

Database Field

Description

Answering Name

DBRE_Answering_Name

The name of the entity which answered the call, if available.

Answering Number

DBRE_Answering_Number

The telephony number of the entity which answered the call.

Call Direction

DBRE_Direction

The direction of the call relative to the recorded telephony extension. Incoming if the extension received the call, outgoing if the extension made the call.

Called Name

DBRE_CalledName

The name of the called entity, if available.

Called Number

DBRE_CalledNumber

The telephony number of the called entity.

Caller Name

DBRE_CallerName

The name of the caller, if available.

Caller Number

DBRE_CallerNumber

The telephony number of the caller.

Other Party Name

DBRE_OtherPartyName

The name of the entity which the recorded telephony extension was connected with, if available.

Other Party Number

DBRE_OtherParty

The telephony number of the entity which the recorded telephony extension was connected with.

Redirection Name

DBRE_RedirectionName

The name of the most recent entity (VDN or ACD Split) to redirect the call, if available.

Redirection Number

DBRE_RedirectionNumber

The telephony number of the most recent entity (VDN or ACD Split) to redirect the call.

Station Extension

DBRE_Extension

The Directory Number (DN) of the recorded telephony extension.

Station Name

DBRE_ExtensionName

The name of the recorded telephony extension, if available.

Trunk Group Number

DBRE_Trunk

The Group Number of the Trunk Group associated with the call, if any.

UCID

DBRE_External_CallID

The Universal Call Identifier for the call.

UUI

DBRE_UserToUserInfo

The User to User Information for the call.

Avaya Avaya Call Center Elite

In addition to the above, Call Center Elite also provides the following information.

Metadata

Database Field

Description

Agent Name

DBRE_AgentName

The name of the ACD Agent, if available.

Agent Login ID

DBRE_AgentIDString

The Login ID of the ACD Agent.

ACD Hunt Group Extension

DBRE_GroupID

The Directory Number (DN) of the ACD Hunt Group.

ACD Hunt Group Name

DBRE_GroupName

The name of the ACD Hunt Group, if available.

Log Files

The TSAPI CTI logs are stored in CTIServer_TSAPI.txt on the Collector.

To configure the TSAPI CTI server logs, set the following in the CTIServer_TSAPI.Logging.ini file.

Note

Only the applicable config is listed here – all other settings can be left with their default values.

[RBRLogging]
LogLevel=Info
[FileAppender]
Enabled=1
LogDirectory=/var/redbox/logs
MaxFileCount=10
MaxFileSizeMB=15

Note

Logging relating to TSAPI events are specified in CTIServer_TSAPI.yaml, see Configure the TSAPI CTI for more information.

[RBRLogging]LogLevel

Set the log level for this logging zone. If not specified or if an invalid value is specified, defaults to Warning. Valid values are:

  • Error

  • Print

  • Warning/Warn

  • Message/Msg

  • Info

  • Trace/All

[FileAppender]Compress

Enable/disable log file compression for this logging zone. If not specified, defaults to 0. If enabled, the most recent log file will be compressed on rotation. If enabled on an established system, any preexisting non-compressed log files will still be rotated but will not be compressed.

[FileAppender]Enabled

Enable/disable logging to file for this logging zone. If not specified, defaults to 1.

[FileAppender]LogDirectory

Specify the directory to write log files to. If not specified, defaults to /var/redbox/logs on Linux.

[FileAppender]MaxFileCount

Specify the maximum number of log files to retain. If not specified, defaults to 6.

[FileAppender]MaxFileSizeMB

Specify the maximum log file size (in MB) before the file is rotated. If not specified, defaults to 15.

In this section: