NICE recorder integration with GVP 8.1.5

[EdPater]

Hi,

Right now I’m trying to make the integration between GENESYS (SIP Server and GVP (MCP and RM) 8.1.5) with NICE SIP recorder. I’ve done all the steps indicated on the deployment manuals, even in one delivered by NICE, but the “Media Server” is not sending the RTP packets to the NICE recorder.

I can see in the log files that the recordingclient request are being done and the conference is made, but no request to the RM for the recordingservers is done.

Has anyone has accomplished this integration? I even tried replicating the steps for the GQM but still the same result.

[cavagnaro]

Never heard of such type of integration...just asking, why would you wanna record the IVR??? ASR?

[EdPater]

Is an integration to do the recording of the agents voice calls via a 3rd-Party recorder, just like the usual NICE recording but done via SIP. It's explained in the SIP Server deplyment guide on the "Call Recording--MSML-baed" and also in the Media Server and GVP Deplyment guides.

[cavagnaro]

Ah ok, so you wanna record agents, not GVP, gotcha.
Doesn't NICE support mirror port recording? In that way you only configure the switch to mirror all traffic from agents PCs, SIP Server and MG to the Nice server port and begin to record. Than and Nice TServer SIP integration for TLib events should be enough to record calls...

From your issue, can you post your DN config?

[Kubig]

GQM implementation steps does not lead to successfully integration of NICE,because GQM is fully active recording and NICE is passive recording solution,I guess. So,for sure check if you have configured following steps:

1. Allow MSML (msml-support,record-msml-support) on SIP server object in CME or GA
2. Configure MCP for allowed vrmrecorder module and configure routeset options according to the doc
3. Configure RM according to the doc
4. Create and configure Resource Access Point for recorder server (option must point to the rec server SIP listener port)
5. Configure LRGs for type -
[list]
[li]recordingclient(MCP)[/li]
[li]recordingserver(NICE)[/li]
[/list]
6. Create and configure default IVR profile which contain section with recdest,etc. options
7. Create and configure VoIP services and trunk/TG for possibility to "call" MSML services
8. Configure record option on object (type of SIP,RP,Ext,..) in CME or GA to "true" for instruct SIP to start recording

These steps will be lead to instruct all required components to start recording process, I hope :-) But,I never used this deployment in practice and I am not sure if it will work and if it is supported. My experience with deployment of NICE solution was always via SPAN ports - NICE was independent on Genesys solution.

[cavagnaro]

And what benefits does this kind of integration brings??

[Kubig]

No need SPAN ports on network infrastructure,application control of used routes/way (geo-location),load-balancing on MediaServers. But as I wrote,I am not sure that this implementation is possible to use for NICE solution. In theory yes,in practice I have never seen similiar deployment of NICE.

[cavagnaro]

And with which recorder you could be able to do so then?

[Kubig]

With ZOOM recording solution,currently under name Genesys Quality Management with MSR recording mode (active recording)

[genesysguru]

Agree. This is an active recording solution which has been tested by Genesys and Nice. Hence should work.

I have not tried it myself since on my current project are are integrating Nice via SIPREC to cut down on Genesys active recording licenses.

[genesysguru]

FYI:

- SIP Server 8.1.0 is now integrated with Genesys Media Server 8.1.4 and 3rd party recorders to provide full call recording
- Offers Media Stream Replication, eliminating the need for a network SPAN port
- Enhanced control of recording: dynamic start/stop/pause/resume
- Integration is done by MSML protocol
- Only Single VoIP DN needs to be configured for MSML Integration
- The Resource management is taken care by RM

NICE and Genesys will support Active Recording in the following versions:
- An Update Pack on top of NICE Interaction Management R4.1.
- Genesys SIP Server 8.1.0 or higher
- Media Server 8.1.4 or higher
- Configuration Server 8.0.2 or higher
- Genesys Administrator 8.1.0 or higher

[Kubig]

Yes,you are right. I have confirmed from my colleague that the NICE supports active recording via GVP8.1. Prerequisities for this integration was written by genesysguru. I know only GQM implementation from practice.

[EdPater]

Thank you all for all your comments,

As several of you has said the benefits of this integration is the ability of sending de RTP packets to the NICE Logger via a conference with the Media Server, so no port SPAM.

Following what Kubig initially said all I need to do was to re-follow the steps for GQM Integration for MCP (in Genesys Active Recording Ecosystem Guide), previously I missed the part where they told you about the “recordingclient.recdest” and “recordingclient.recmediactl” configuration parameters.
After doing this Media Server successfully started the conference with the NICE VRSP and the NICE Logger started receiving the RTP packets.

On small change though, in GQM Genesys Active Recording Ecosystem Guide manual they told you to set the “recordingclient.recdest” to “fixed,2”, in my case I had to change it to “fixed,1” so NICE Logger would only one Call Leg instead of two.

Finally with have a working testimony of this solution working, as some of you said before it was all theoretical.

[cavagnaro]

Nice! Thanks for sharing 

[EdPater]

Also I had to configure the Extension DN with "record=true" in the TServer section of the annex.