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  • Mitel Call Recording Solution

    Configuration An OAISYS White Paper

    Americas Headquarters

    OAISYS

    7965 South Priest Drive, Suite 105

    Tempe, AZ 85284

    USA

    www.oaisys.com

    (480) 496-9040

    http://www.oaisys.com/

  • OAISYS and Mitel: Call Recording Solution Configuration

    1

    INTRODUCTION

    OAISYS provides the most comprehensive call recording

    solution available for the Mitel 3300 Integrated

    Communications Platform (ICP). Our feature-rich Talkument

    and Tracer software solutions are designed to provide

    superior reliability and flexibility while seamlessly integrating

    with the Mitel communications infrastructure.

    This document will describe, discuss and demonstrate the

    diverse options available for integrating OAISYS call

    recording solutions with Mitels line of communications

    platforms, delivering the unique combination of call recording

    functionality and resource efficiency customers require.

    CONTENTS

    1 Introduction

    2 Overview

    4 Mitel 3300 Controller Networks

    12 Mitel 5000 Communications

    Platform Networks

    17 SIP Integration

    18 OAISYS Recording Solution

    Networking

    18 OAISYS Hardware

    Configurations & Performance

    23 About OAISYS

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    OVERVIEW

    OAISYS Recording Servers and Appliances seamlessly operate in high volume and

    geographically distributed environments while providing a single image for ease-of-use

    and administration. Any number of servers and appliances can operate together while

    hosting up to 1,750 connections in a single database.

    OAISYS products have a uniquely deep integration with the Mitel 3300 communications

    platform. The OAISYS Solution utilizes MiTAI computer telephony integration to

    selectively record calls when recording secondary extensions and shared line

    appearances. This means all calls connected to a given telephone station can be

    intelligently recorded with full data capture, regardless of phone programming and call

    routing configuration.

    Mitels MiTAI is a telephony API designed for applications requiring sophisticated call

    and PBX control functionality. The MiTAI API allows an application to monitor and

    control telephony activity for many types of physical and logical devices, such as digital

    and IP telephones, PSTN trunks, ACD queues, and ACD agents. OAISYS utilizes

    MiTAI on the Mitel 3300 to provide a full set of call information that can be used for call

    recording triggers, permissions and searches.

    The OAISYS Solution integrates tightly to other Mitel software solutions, such as the

    Contact Center Management (CCM) and Customer Service Manager (CSM)

    applications. The full range of integrated solutions is supported across platform

    integration options; ensuring businesses obtain the most effective deployment

    regardless of configuration choice.

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    The thirteen diagrams included in this white paper cover trunk integration, use of the

    Mitel Secure Recording Connector (SRC), passive Real-Time Protocol (RTP) Capture,

    legacy Time Division Multiplexing (TDM) station integration, and SIP Integration.

    These guidelines will assist you in planning the installation of an OAISYS recording

    solution. While this document describes specific installation configurations, it should not

    be considered a comprehensive list, as OAISYS recording solutions provide

    tremendous flexibility to address a myriad of configuration requirements. Continue

    reading to discover the right network configuration to maximize your return on

    investment while meeting your operational, customer satisfaction and compliance

    requirements.

    Mitel SRC

    The Mitel SRC is a software solution that facilitates

    recording of Mitel encrypted voice streams by third-party

    call recording equipment. The SRC provides a central

    connection point and allows IP extensions and Mitel

    Teleworker Solution phones with voice encryption activated

    to be recorded. The SRC is a stand-alone software blade

    that can be downloaded and licensed from the Mitel

    Applications Management Center. Some of the benefits

    delivered by the Mitel SRC include the ability to record Mitel

    encrypted voice streams without compromising the security,

    reliability or resiliency of the Mitel 3300 ICP, along with the

    ability to record IC and peer-to-peer calls.

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    Mitel 3300 Controller Networks

    SINGLE AUDIO CONNECTION POINT

    Those organization with a single location that place a premium on minimizing capital

    investments while leveraging highly effective communications will benefit from a single

    Mitel 3300 controller. In this environment, the OAISYS Talkument and Tracer solutions

    will integrate using MiTAI, connecting to any combination of analog and digital trunks,

    SRC proxy server, passive RTP capture and TDM station integration.

    Figure 1 illustrates the deployment of an OAISYS Recording Solution with a single 3300

    controller along with the Mitel Applications Suite (MAS) and Mitel CCM or CSM

    applications.

    Figure 1

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    Figure 2 depicts an OAISYS Recording Solution with single 3300 controller and the

    Mitel SRC.

    Figure 2

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    MULTIPLE SRC PROXY SERVER CONNECTION POINTS

    Talkument and Tracer are capable of integrating with one or more SRC proxy servers in

    this environment to support resilient station configurations. In the event of a failure in

    the primary SRC server, the phones will failover to the secondary SRC and the OAISYS

    product will continue to record those calls with full MiTAI integration capabilities. This

    configuration is illustrated in Figure 3 below.

    Figure 3

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    TRUNK INTEGRATION WITH A SINGLE TRUNK GATEWAY

    Organizations with multiple locations or that have a single location and place a premium

    on maximum uptime will benefit from deploying multiple Mitel 3300 controllers in a

    clustered network. The features available from an OAISYS solution in this environment

    are much more sensitive to the selected configuration than in a single controller

    network.

    Trunk integration is a desirable solution when cradle-to-grave recording is necessary,

    meaning the system will record the entire call from the outside partys perspective. A

    single OAISYS solution can intelligently record all calls originating on trunks connected

    to a single Mitel 3300 controller using its MiTAI link even if those calls route to other

    controllers on the network. Given these circumstances, the OAISYS server can also

    integrate seamlessly with the Mitel CCM and CSM applications. Figure 4 below depicts

    this deployment environment.

    Figure 4

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    TRUNK INTEGRATION WITH MULTIPLE TRUNK GATEWAYS

    Multiple OAISYS servers are necessary to intelligently record calls originating on trunks

    distributed across multiple 3300 controllers. In this environment, each OAISYS server

    uses MiTAI to connect to the local 3300 controller. All OAISYS servers then network to

    a single master server which hosts the centralized database and serves a single,

    seamless image to all users. This integration method is outlined in Figure 5 below.

    This same configuration is appropriate for businesses with trunks routing into a single

    3300 trunk gateway with trunk resiliency into an alternate trunk gateway that requires

    call recording even during failover circumstances.

    Figure 5

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    IP STATION INTEGRATION WITH MULTIPLE STATION GATEWAYS

    Businesses with requirements to record calls while active on selected stations spanning

    multiple controllers can use SRC proxy servers or passive RTP capture attached to

    each applicable station gateway. In this case, the highest feature set is made available

    by attaching a separate OAISYS server to each SRC/controller pair or to managed

    switches directing all IP traffic to and from a single controller and connecting to the

    controllers MiTAI link. Mitel CCM and CSM applications can be integrated into this

    environment to ease playback from certain call management reports. Figure 6

    illustrates a deployment of OAISYS recording solutions in a multiple 3300 controller

    environment.

    Figure 6

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    Alternatively, a single OAISYS server can connect to multiple controllers without MiTAI

    connectivity. In this case, each station will be recorded while active without any regard

    for outside party information or call routing scenarios. CCM and CSM integration is not

    available in this configuration.

    SINGLE STATION GATEWAY WITH SRC RESILIENCY

    Contact centers or other businesses with a single station gateway to be recorded that

    require maximum uptime can take advantage of SRC resiliency. In this environment,

    multiple SRC proxy servers are deployed so that phones will continue to operate if the

    primary server fails. OAISYS servers can integrate simultaneously with multiple SRC

    proxy servers and connect to the single station gateway controller using it MiTAI link.

    Full integration with Mitel CCM and CSM applications is offered in this configuration

    (see Figure 3).

    MULTIPLE STATION GATEWAYS WITH SRC RESILIENCY

    Organizations with primary and secondary station gateways can connect an OAISYS

    server to both the primary and secondary servers and use MiTAI integration with both

    servers. This requires that all recorded stations use the same controller as the primary

    gateway. Full integration with the Mitel CCM and CSM applications are offered in this

    configuration.

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    MUTLITPLE MiTAI CONNECTIONS

    Organizations with multiple locations or multiple controllers in a single location with

    multiple MiTAI connections in a clustered network will benefit from the OAISYS multiple

    MiTAI stream license. This feature reduces the number of OAISYS servers required in

    a multi node environment. It will allow one OAISYS server to connect to multiple 3300s;

    each having one MiTAI connection. One MiTAI license is required per MiTAI

    connection and one OAISYS multiple MiTAI stream license is required per node.

    This feature can be used with the following configurations:

    Multiple 3300s trunk taps

    Multiple 3300s with multiple SRCs

    Multiple 3300s with 1 SRC

    Multiple 3300s mixed mode; trunk tap and SRC

    Figure 7 below illustrates the Multiple 3300s with multiple SRCs configuration.

    Figure 7

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    MITEL 3300 DIGITAL STATION INTEGRATION

    OAISYS supports recording digital stations on the Mitel 3300 with MiTAI integration

    using an RTS box and the SmartWorks NGX board. One RTS box supports 2 NGX

    boards.

    To maintain the integrity of the D channel, the RTS box requires two ports on the MGX

    board to make one useful port. For example, a customer who wants to record 12 digital

    keysets would need to use one 24-port NGX board. Figure 8 below further illustrates

    this requirement.

    Figure 8

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    Mitel 5000 Communications Platform Networks

    MITEL 5000 IP STATION INTEGRATION

    The OAISYS Talkument and Tracer solutions integrate seamlessly with the Mitel 5000

    Communications Platform (CP). They can connect directly to IP stations using passive

    RTP capture by monitoring communication ports between the 5000 gateway and IP

    telephones. In this configuration, Mitel OAI integration is available to track all call state

    transitions as well as external call-based data such as caller ID, ANI, DNIS and DID.

    CSM and CCM integration is available for seamless searching and replay from Mitel

    application reports. Figure 9 shows IP station integration of an OAISYS Recording

    Solution with the Mitel 5000 CP.

    Figure 9

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    MITEL 5000 TRUNK INTEGRATION

    OAISYS supports recording digital and analog trunks on the Mitel 5000 using Mitel OAI

    integration. Organizations requiring cradle-to-grave call recording will benefit from trunk

    integration, as this configuration ensures the entire call is recorded regardless of how

    the call is directed or transferred. In this configuration, the OAISYS recording solution

    attaches or taps directly to analog or digital (T1 or PRI) trunk lines coming off of the

    Mitel 5000. Figure 10 depicts OAISYS recording solution trunk integration using Mitel

    OAI with the Mitel 5000.

    Figure 10

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    Two or more Mitel 5000 platforms can be networked using the CT Gateway. The CT

    Gateway will unify the OAI stream and allow for one OAISYS recording solution to

    record digital and analog trunks on multiple Mitel 5000 platforms. Figure 11 below

    illustrates this configuration.

    Figure 11

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    MITEL 5000 DIGITAL STATION INTEGRATION

    OAISYS supports recording of digital stations on the Mitel 5000 with OAI integration.

    Station side recording is advantageous for those customers with more trunks than

    stations they wish to record and who want to record station to station calls on the Mitel

    5000 platform. Figure 12 depicts a digital station side recording configuration.

    Figure 12

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    SIP Trunk Integration

    The OAISYS Solution integrates directly with SIP trunks to record calls by capturing call

    data from the SIP trunk. OAISYS Recording Server Software Version 6.2 and later

    records SIP trunks with Matching Logic to provide extension information and account

    codes to the OAISYS recording server. Figure 13 depicts SIP trunk integration

    configuration.

    Figure 13

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    OAISYS Recording Solution Networking

    When recording is required for multiple locations, OAISYS recording solution databases

    can be seamlessly networked to provide a single image for live and auto call monitoring

    functionality as well as for call recording search, playback and sharing. In addition, all

    administrative tasks for networked OAISYS solutions can be performed through a single

    interface, and this does not require any special licensing from OAISYS. Recordings

    from each location can be stored locally at each site, at one central location or on a

    common network-attached storage (NAS) unit or storage area network (SAN).

    OAISYS Hardware Configurations and Performance

    The Tracer and Talkument applications are deployed via recording base systems, which

    include off-the-shelf OAISYS Recording Appliances and built-to-order OAISYS

    Recording Servers. This full range of hardware configuration options ensures an

    appropriate solution deployment for any Mitel customer, whether a small-to-medium

    sized business or a large multi-site enterprise. The following section outlines the

    various OAISYS hardware configurations available, their respective call storage and

    connection capacities and associated resource profile testing and results. This

    information will prove useful for identifying the appropriate OAISYS recording solution

    configuration to meet the unique requirements of any organization.

    OAISYS Recording Servers and Appliances can be networked to reach a maximum

    capacity of 1,750 ports. OAISYS hardware configurations with associated call storage

    and port capacities are summarized in the table on the following page.

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    CALL STORAGE AND PORT CAPACITIES

    OAISYS Recording Base System

    Description Port Maximums

    (Combination of Trunks, Stations, or IP Ports)

    Appliance PC & Windows 7 Pro OS

    1U chassis with rack mount kit

    ~ 56,000 hours online storage

    100 connections

    Standard PC & Windows 7 Pro OS

    DVD R/W Drive

    Mid-Tower Case

    ~ 56,000 hours online storage

    100 connections

    Standard with RAID 1 PC & Windows 7 Pro OS

    DVD R/W Drive

    Mid-Tower Case

    RAID cont. & redundant disk drives

    ~ 56,000 hours online storage

    100 connections

    Advanced PC & Windows 7 Pro OS

    DVD R/W Drive

    Rack Mount Cabinet

    ~ 100,000 hours online storage

    200 connections

    Advanced with RAID1 PC & Windows 7 Pro OS

    DVD R/W Drive

    Rack mount cabinet

    RAID cont. & redundant disk drives

    ~ 100,000 hours online storage

    200 connections

    Advanced PLUS PC & Windows Server 2008 OS

    DVD R/W Drive

    Rack Mount Cabinet

    Dual Power Supplies

    ~ 200,000 hours online storage

    350 connections

    (192 digital trunk; 96 analog trunks; 96 digital stations due to PCI port density)

    Advanced PLUS with RAID1 PC & Windows Server 2008 OS

    DVD R/W Drive

    Rack Mount Cabinet

    Dual Power Supplies

    RAID cont. & redundant disk drives

    ~ 200,000 hours online storage

    350 connections

    (192 digital trunk; 96 analog trunks; 96 digital stations due to PCI port density)

    **OAISYS Screen Recording Server supports up to 100 simultaneous screen recordings

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    OAISYS RECORDING SERVER BASE SYSTEMS

    Standard Standard w/ RAID 1

    Advanced Advanced w/ RAID 1

    Advanced PLUS

    Advanced PLUS w/ RAID 1

    Dual Core CPU

    Dual Core CPU

    Dual Core CPU Dual Core CPU Quad Core CPU

    Quad Core CPU

    320GB SATA HDD

    2 x 320GB SATA HDD

    320 GB SATA HDD

    500 GB SATA HDD

    2 x 320 GB SATA HDD

    2 x 500 GB SATA HDD

    320 GB SATA HDD

    1 TB SATA HDD

    2 x 320 GB SATA HDD

    2 x 1 TB SATA HDD

    2 GB RAM 2 GB RAM 2 GB RAM 2 GB RAM 4 GB RAM 4 GB RAM

    Windows 7 Pro OS, SQL Server 2008

    Express

    Windows 7 Pro OS, SQL Server 2008

    Express

    Windows 7 Pro OS, SQL

    Server 2008 Express

    Windows 7 Pro OS, SQL Server 2008 Express

    Windows Server 2008

    OS, SQL Server 2008 R2

    Workgroup Edition x64, fault tolerant power supply

    Windows Server 2008 OS, SQL

    Server 2008 R2 Workgroup Edition x64, fault tolerant

    power supply

    All Server Base Systems feature DVD+RW drives

    Standard and Standard w/ RAID 1 are desktop servers, and all others are rack-

    mount servers that include rails and mounting hardware

    Standard Base Systems come w/ 3 full PCI slots and 2 PCI express slots

    All Advanced Base Systems come w/ 4 full PCI slots and 2 PCI express slots

    Advanced RAID Base Systems have an Adaptec RAID controller board that

    takes up one of the PCI express slots

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    Load Test Results

    Test Configuration:

    SQL 2008

    Intel Core 2 Duo Processor 2.93 GHz

    RAM: 2GB

    SQL Memory: Approximately 1.3 GB

    NOTE: The test results below resulted in less than 50% consumption of CPU.

    The following load tests have been deemed appropriate for non-CTI mode and CTI

    mode. The Standard Load was determined to be approximately 920 calls per hour per

    full T1 span of 24 channels (these calls vary in call duration between 21 and 251

    seconds with 4 seconds of idle time between calls). This load test simulates an

    extremely busy call center environment.

    The system must experience 50% or less of the maximum load time for at least one

    hour per day so that it can perform the maintenance cycle. If the customer cannot meet

    this requirement, an alternate configuration may be necessary.

    Standard OAISYS Recording Server: 100 ports maximum, not to exceed 1,200

    calls per hour.

    Advanced OAISYS Recording Server: 200 ports maximum, not to exceed

    2,400 calls per hour.

    Advanced Plus OAISYS Recording Server: 350 ports maximum, not to exceed

    4,200 calls per hour.

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    The following table applies to the total number of ports in the system. The Tracer

    network can be made up of one or more Tracer systems until it reaches the maximum

    number of ports. The total number of ports the Tracer network can reach is 1,750 ports.

    Ports Tracer System

    (at least one) Database

    Dedicated SQL Server

    Required?

    Max Call Records

    1-48 Standard SQL Express No 1.5 million

    49-96 Advanced SQL Express No 1.5 million

    97-384 Advanced Plus Full SQL Database No 3 million

    385-1750 Advanced Plus Full SQL Database Yes 3 million

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    About OAISYS

    OAISYS is a leading developer of call recording and contact center management

    solutions for a wide range of organizations; from small-to-medium sized businesses to

    large multi-site enterprises. The OAISYS voice documentation and interaction

    management solutions help companies within a variety of industries attract and retain

    customers by digitally capturing phone-based interactions for simple retrieval, playback

    and management. Compatible with leading business communications systems, OAISYS

    Tracer and Talkument applications help companies improve risk management, quality

    assurance, customer retention, dispute resolution, regulatory compliance and other

    critical business concerns.

    OAISYS is headquartered in Tempe, Arizona, and OAISYS Limited is located in

    Cambridge, England.

    To learn more about OAISYS, Tracer and Talkument, please visit our website at

    www.oaisys.com. To schedule a live demonstration, please email [email protected] or

    call us at 888.496.9040.

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