Recorder Integration Service server role settings

General Settings

Parameter	Description
Delete/Block Behavior	This setting controls how the Recorder Integration Service deletes recordings when they are blocked by the Delete-on-Demand feature (on a phone), a recording rule, AIM, or a block command from a Recorder Integration Service API integration. Default: Delete entire contact The entire communication experience for a customer, from beginning to end. completely. Options: Delete entire contact completely: All recordings (past, present, and future) in a contact are deleted. Delete active sessions completely: All recordings (past, present, and future) for all active interactions at the time of the block are deleted. Past interactions in the contact are not affected. Future interactions in the contact are not affected. Delete all future recordings in a contact: All current and future interactions in a contact are affected. Any active recording is segmented at the time that the block is processed. Any recording prior to the block for the current interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element. is not affected and is kept or discarded according to its current state. Any recording after the block and future interactions in the contact are deleted. Past interactions in the contact are not affected. Delete all future recordings in currently active sessions: All future recordings for all active interactions at the time of the block are deleted. Any active recording is segmented at the time that the block is processed. Any recording prior to the block for the current interaction is not affected and is kept or discarded according to its current state. Any recording after the block are deleted for the affected interactions. Past interactions in the contact are not affected. Future interactions in the contact are not affected. If a block is triggered, and a new session/interaction then starts within the contact, the audio and screen recording content for that session/interaction are masked. (In this scenario, metadata about the session/interaction is available but the audio and video content is not.) The audio and video content for the new session/interaction is masked as long as the block remains active.
Process Business Rule on	This setting allows you to specify the portion of a contact or session/interaction to which rules should apply. Default: Contact, then apply to every session/interaction. Options: Contact, then apply action to every session— Evaluates rules on the contact level (and will only fire once per contact) and the action will affect all sessions/interactions in that contact. Session, then apply action to that session only— Evaluates rules on the session/interaction level and the action will only affect that session/interaction.
Enable Return to Primary After Recovery	If you are using redundant Integration Service servers, enabling this option ensures that if the load on the primary and secondary servers is otherwise equal, the system will direct traffic toward the primary server. Default: Enabled

Parameter

Description

Delete/Block Behavior

This setting controls how the Recorder Integration Service deletes recordings when they are blocked by the Delete-on-Demand feature (on a phone), a recording rule, AIM, or a block command from a Recorder Integration Service API integration.

Default: Delete entire contact The entire communication experience for a customer, from beginning to end. completely.

Options:

Delete entire contact completely: All recordings (past, present, and future) in a contact are deleted.
Delete active sessions completely: All recordings (past, present, and future) for all active interactions at the time of the block are deleted. Past interactions in the contact are not affected. Future interactions in the contact are not affected.
Delete all future recordings in a contact: All current and future interactions in a contact are affected. Any active recording is segmented at the time that the block is processed. Any recording prior to the block for the current interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element. is not affected and is kept or discarded according to its current state. Any recording after the block and future interactions in the contact are deleted. Past interactions in the contact are not affected.
Delete all future recordings in currently active sessions: All future recordings for all active interactions at the time of the block are deleted. Any active recording is segmented at the time that the block is processed. Any recording prior to the block for the current interaction is not affected and is kept or discarded according to its current state. Any recording after the block are deleted for the affected interactions. Past interactions in the contact are not affected. Future interactions in the contact are not affected.

If a block is triggered, and a new session/interaction then starts within the contact, the audio and screen recording content for that session/interaction are masked. (In this scenario, metadata about the session/interaction is available but the audio and video content is not.)

The audio and video content for the new session/interaction is masked as long as the block remains active.

Process Business Rule on

This setting allows you to specify the portion of a contact or session/interaction to which rules should apply.

Default: Contact, then apply to every session/interaction.

Options:

Contact, then apply action to every session— Evaluates rules on the contact level (and will only fire once per contact) and the action will affect all sessions/interactions in that contact.
Session, then apply action to that session only— Evaluates rules on the session/interaction level and the action will only affect that session/interaction.

Enable Return to Primary After Recovery

If you are using redundant Integration Service servers, enabling this option ensures that if the load on the primary and secondary servers is otherwise equal, the system will direct traffic toward the primary server.

Default: Enabled

RIS API Adapter Query Settings

Parameter	Description
Search Attribute 1	Sessions will be indexed by this attribute to support responses to API queries. The attribute name must match exactly an attribute name that appears in the Integration Service adapter attribute screen in Recorder Manager.
Search Attribute 2	Sessions will be indexed by this attribute to support responses to API queries. The attribute name must match exactly an attribute name that appears in the Integration Service adapter attribute screen in Recorder Manager.
Search Attribute 3	Sessions will be indexed by this attribute to support responses to API queries. The attribute name must match exactly an attribute name that appears in the Integration Service adapter attribute screen in Recorder Manager.
Search Attribute 4	Sessions will be indexed by this attribute to support responses to API queries. The attribute name must match exactly an attribute name that appears in the Integration Service adapter attribute screen in Recorder Manager.
Search Attribute 5	Sessions will be indexed by this attribute to support responses to API queries. The attribute name must match exactly an attribute name that appears in the Integration Service adapter attribute screen in Recorder Manager.
Cache Abandoned Sessions	When enabled, sessions that do not transition to an Active state are still cached and indexed. When disabled, those sessions are not cached and indexed.

Skype Recording Settings

Parameter	Description
Skype Adapter Listening Port	Port on which Skype Adapter will listen for incoming connections from Skype Filtering Services.

Call Event Processing Recovery

Parameter	Description
Real time recovery window (sec)	If the service cannot process events in real-time for the time window specified, the service restarts. The default is 90 seconds. Before restarting, the service reports the following alarms: Major Call Tracker Latency and Critical Thread Failure.
Restart after error	When enabled, the service automatically restarts when an error occurs during event processing.
Dump memory before restart	When enabled, before the service restarts, it creates a heap memory dump.

Dialer Call Settings

Parameter	Description
Record Nailup Threshold	Controls whether the system retains a recorded call that is subsequently identified as a dialer nailup call. If a call is active for greater than this duration before being identified as a dialer nailup call, then the portion recorded before the nailup identification is kept. If a call is active for less than this duration, then the recorded portion is deleted. Setting this value to zero (0) effectively disables the setting and all calls identified as a nailup call are deleted.

Parameter

Description

Record Nailup Threshold

Controls whether the system retains a recorded call that is subsequently identified as a dialer nailup call. If a call is active for greater than this duration before being identified as a dialer nailup call, then the portion recorded before the nailup identification is kept. If a call is active for less than this duration, then the recorded portion is deleted. Setting this value to zero (0) effectively disables the setting and all calls identified as a nailup call are deleted.