IP Interception is essentially "typical" IP recording with a SPAN Port/port mirror. In IP interception there are two load-balancing types: Shared and Dedicated.

In Shared Interception:

• all recorders will see all the calls (that is, call control and media control messages plus audio).

• the Integration Service load balances call recording by enabling/disabling the resources.

In Shared Interception you may also specify (in Enterprise Manager) that individual calls be directed to a recorder based on specific call data (for example, the call’s trunk group).

In Dedicated Interception (also referred to simply as “Interception”):

• all recorders will see all the calls (that is, call control and media control messages plus audio).

• Enterprise Manager load balances call recording by distributing the extension list to all the recorders with which the Member Group (on which Dedicated Interception is configured) is associated.

Trunks transmit calls on randomly allocated time slots, where each trunk has either 30 timeslots (non-US E1 trunks) or 24 time slots (US T1 trunks), meaning that each trunk can simultaneously transmit 30/24 calls. In Recorder systems, the physical recording resource (or "channel") is dedicated to recording one time slot, regardless of the agent or extension transmitted on it.

In Interception, the recorder intercepts the trunks running between the Public Switch Telephony Network (PSTN) and the contact The entire communication experience for a customer, from beginning to end. center switch (PBX). The trunks are rerouted to the PBX using a custom-built tap point. The card that interfaces with the trunks can be one of the following:

Supported Card	Tapping Method
Ai Logix DP6409 or DP3209	Trunk Side
NGX800-2400	Station Side

The trunk connected to the custom-built tap point contains both sides of the conversations (Tx and Rx), each side carried on a twisted pair wire. When routed to the recorder, a Y-cable is used to send each twisted pair into a separate connector on the acquisition board on the module. Thus, two "trunk inputs" are required for every customer trunk recorded. The recorder then concatenates both sides of the conversation.

Trunk-side tapping records the calls from the customer's perspective, meaning internal calls will not be captured, unless the customer is present on the call. For example, if two agents conduct a conference call, the recorder will not capture this conference, but rather anything the customer is saying while being on hold. However, if the DMCC VoIP feature is included in the solution, internal calls can be recorded too.

ISDN and Robbed Bit are types of Signaling Protocols, specific protocols on top of T1 and E1 trunks used for signaling things such as dial tone, ring, busy, or answer. The Recorder records trunks at a lower level, disregarding the signalling, since we are only interested in receiving the audio. Therefore both Robbed Bit (sometimes referred to as CAS) and ISDN T1 trunks can be tapped.

Internal calls (including consultations, conferences and screened transfers) can be recorded in trunk-side interception environments. As DMCC is a Delivery solution, the following represents a hybrid recording approach.

The solution involves the Integration Service initiating a conference call, known as a "single step conference", on a specific active internal call. The switch creates a conference call on the internal call that is taking place between the two (or more) agents using a virtual extension that is created in the switch by DMCC VoIP. Each virtual extension created by DMCC VoIP is mapped to a unit and channel. This allows audio to be transferred to the relevant DMCC VoIP channel that is mapped to this virtual extension.

For every agent (other than the original agent) that is added to the call, the Integration Service sends a "start session" event. In order to indicate that this is an internal call, rather then sending the module and channel that should be used to record the call, it uses a special channel mapping value (-1), that indicates that a dynamic unit-channel-virtual extension allocation will be required if the segment needs to be recorded.

Available DMCC units and channels, and the virtual extensions that DMCC VoIP uses, are stored. When an internal session starts, if it should be recorded, based on recording rules, free unit-channel and virtual extension is assigned, the Integration Service initiates the single step conference on this virtual extension for the recorded agent's extension. This will always be the extension of the agent who has been added to the existing customer call, or the agent who received the internal call from another agent. At the same time the conference is initiated, a CTI start event is sent to the relevant DMCC VoIP, telling it what channel to record.

Please note the following:

• Internal calls cannot be heard using the Real-time Monitoring feature.

• The number of internal calls that can be recorded depends on the number of virtual extensions supplied by the customer.

• As each single step conference initiated counts as a participant in the call, this solution limits the number of real participants who can participate in a conference call by one, for each single step conference that is initiated. For example, if 5 agents could normally participate in an internal call, in order to be able to record this call only 3 agents can participate (as two resources are required for the single step conference to record agents 2 and 3).

• The DMCC virtual extension numbers must be consecutive per DMCC VoIP unit.

• Under this configuration, two interactions are created.

  • One 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 for the extension.

  • One interaction is for the trunk.

Screen recording can be interrupted and split into two recordings when both interactions try to record the screen. Since screen stitching is not supported, only the first screen recording is associated with the contact.

The result is a screen recording for only the first few seconds of the contact, with the remainder of the screen recording unavailable for simultaneous playback Process of selecting a recorded interaction, playing it back to listen to the call, and viewing the content of the interaction on the screen. with the audio.