NICE Recording (CyberTech)

CISCO / CTI
Active IP Recording
INTEGRATION MANUAL

NICE Recording versions: R6.0.3 and higher, R6.1.x, R6.2 x

Cisco Unified Communications Manager 6.1.2, 7, 8 (up to 8.6.2)

Version: 6.0.4_DraftA
th
Date: July 27 , 2012
Reference: CT6-CTI-CIS6-SvV
 Copyright © 2012 by NICE Systems Ltd.

All rights reserved. No part of this publication may be reproduced or transmitted in any
form or by any means, electronic or mechanical, including photocopy, recording, or any
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Ltd.

Disclaimer

To the best of our knowledge, the information contained in this document is the most
accurate available at the time of publication. Whilst every care is taken to ensure that
the information in this document is correct, no liability can be accepted by NICE
Systems Ltd. for loss, damage or injury caused by any errors in, or omissions from, the
information given.

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other countries.
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 Contents
Contents ................................................................................................. 3

1 .............................................................................................................. 9

Introduction ............................................................................................ 9
Scope ...................................................................................................................................11
Recording Methods ........................................................................................................11
Software Versions ..........................................................................................................11
Intended Audience .........................................................................................................12
Assumptions ...................................................................................................................12
Conditions for Installation ...............................................................................................12
Reference Manuals .............................................................................................................13
Cisco Manuals ................................................................................................................13
NICE Recording Manuals ...............................................................................................13
Conventions and Symbols ................................................................................................14

2 ............................................................................................................ 15
Safety .................................................................................................... 15
General Safety Rules .....................................................................................................15
Safety Precautions .........................................................................................................15
ESD Precautions ............................................................................................................15

3 ............................................................................................................ 17

System Description and Supported Items ......................................... 17

System Description ............................................................................................................18
Cisco System Elements .................................................................................................19
NICE Recording Configurations .....................................................................................19
Cisco Active CTI IP Recording ..........................................................................................21
Application Invoked Call Recording ...............................................................................21
Cisco Automatic Call Recording.....................................................................................22
SIP Trunks ......................................................................................................................22
Resilience / Redundancy ...................................................................................................23

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 CUCM Link Failover Support .........................................................................................23
Core Server Redundancy...............................................................................................23
CTI Server Resilience ....................................................................................................24
Special features ..................................................................................................................25
Weighted Round-Robin ..................................................................................................25
Preferred Satellite...........................................................................................................25
Independent Link Groups ...............................................................................................25
Multiple CTI Server Support ...........................................................................................25
Open Call Controller .......................................................................................................26
Supported Items .................................................................................................................27
Features .........................................................................................................................27
Target Types ..................................................................................................................28
Extrafields / Cisco Call Data ...........................................................................................28
Call Scenarios ................................................................................................................30
Phone Types ..................................................................................................................31
Codec Types ..................................................................................................................31

4 ............................................................................................................ 33
Requirements ....................................................................................... 33
Requirements for Hardware Components .......................................................................34
Requirements for Cisco Components ............................................................................34
NICE Recording Hardware Requirements .....................................................................34
Parrot-DSC Cards ..........................................................................................................35
Software Requirements .....................................................................................................36
NICE Recording Components ........................................................................................36
Operating Systems .........................................................................................................36
Workstation.....................................................................................................................37
Licensing .............................................................................................................................37
Cisco Licensing ..............................................................................................................37
NICE Licensing ...............................................................................................................37
Location of Licenses.......................................................................................................38

5 ............................................................................................................ 41
Prerequisites ........................................................................................ 41
Customer Site Prerequisites .............................................................................................42
Customer Prerequisites ..................................................................................................42
Cisco Prerequisites ........................................................................................................42

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 NICE Prerequisites .............................................................................................................43
Required Firmware and Software ..................................................................................43
Preparatory Steps ..........................................................................................................44
Procedure P01 Installing Cards and Firmware ...........................................................46
Procedure P02 Adding VoIP Support ...........................................................................48
Procedure P03 Loading Licenses - Parrot-DSC Based ..............................................50
Procedure P04 Loading Virtual or USB Dongle Licenses..........................................52
Procedure P05 Configuring the First VoIP Instance...................................................55
Procedure P06 Configuring Further VoIP Instances ..................................................57
Procedure P07 Making the Licensed Channels Available .........................................58
Procedure P08 Disabling IPv6 Protocol .......................................................................59
Checking Network Time Protocol Synchronization........................................................60

6 ............................................................................................................ 61

Installation ............................................................................................ 61
Introduction .........................................................................................................................62
Installer Kit ......................................................................................................................62
Upgrading from Previous Versions ................................................................................62
Configuration Dependent Installation .............................................................................63
Installing on Configuration 1 (All-in One) ........................................................................64
Installing on Configuration 2 or 3 .....................................................................................73
Installing on the Core Server..........................................................................................73
Installing on a Satellite ...................................................................................................82
Installing on a Dedicated CTI Server .............................................................................88

7 ............................................................................................................ 97

Configuration ....................................................................................... 97
Defining Channel Groups ..................................................................................................99
Configuring the Link Controllers ................................................................................... 102
Configuring a JTAPI Link ............................................................................................ 103
Configuring a SIP Server Link ..................................................................................... 106
Defining Link Groups ...................................................................................................... 110
Configuring Link Groups ............................................................................................. 110
Configuring a Failover Link ......................................................................................... 113
Monitoring Link States ................................................................................................. 115
Defining Targets .............................................................................................................. 116
Adding a New Target................................................................................................... 116

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 Monitoring Target States ............................................................................................. 118
Defining Target Groups .................................................................................................. 119
Configuring Database Fields.......................................................................................... 121
Renaming CTI Servers .................................................................................................... 123

8 .......................................................................................................... 125

Pre-production Testing ..................................................................... 125

Verifying the CTI Connectivity ....................................................................................... 126
Testing the Basic Functionality ..................................................................................... 127
Inbound Calls............................................................................................................... 127
Outbound Calls ............................................................................................................ 128
Transfer Inbound Calls (Supervised) .......................................................................... 129

9 .......................................................................................................... 131
Appendices ........................................................................................ 131

Appendix A Terminology ................................................................ 132

Abbreviations and Terms ............................................................................................... 132

Appendix B Quick Install Reference .............................................. 134

Appendix C Site Survey .................................................................. 136
Cisco CUCM ..................................................................................................................... 136
Open Port Configuration ................................................................................................ 137
Cisco Active IP Installation Kit....................................................................................... 138
NICE Recording ............................................................................................................... 140

Appendix D File Locations.............................................................. 141

Appendix E Additional Procedures ................................................ 143

Stop/Start All Services .................................................................................................... 143
Stop All Services ......................................................................................................... 143
Start All Services ......................................................................................................... 144
Stop/Start a Single Service............................................................................................. 145
Stop the Service .......................................................................................................... 145
Start the Service .......................................................................................................... 146
Logging On to the Web GUI ........................................................................................... 147
Viewing the Contents of INI Files .................................................................................. 148
Calculating the Log File Size.......................................................................................... 148

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Appendix F Network Time Protocol ............................................... 149
Installing Network Time Protocol .................................................................................. 149
Preparation .................................................................................................................. 149
Installing and Configuring NTP ................................................................................... 149
Checking NTP Status .................................................................................................. 152
Configuring NTP after Installation ............................................................................... 153

Appendix G Setting up Secure Links ............................................. 154

Setting up a Secure JTAPI Link ..................................................................................... 154
Setting up CUCM for Secure JTAPI............................................................................ 154
Configuring Secure JTAPI in NICE/CT Web GUI ....................................................... 154
Setting up a Secure SIP Trunk ....................................................................................... 156
Step 1 - Downloading the Certificate .......................................................................... 157
Step 2 - Generating Certificates .................................................................................. 157
Step 3 - Loading the Certificate in CUCM ................................................................... 158
Step 4a - Installing the Cisco Certificate on the SIP Server System .......................... 159
Step 4b - Installing the Client Certificate on the SIP Server System .......................... 163
Step 4c - Installing the Server Certificate on the SIP Server System......................... 167
Step 5 - Configuring the SIP Server in the CT Web GUI ............................................ 167
Step 6 - Modifying PrtVoIPx.ini (SRTP only) .............................................................. 169
Step 7 - Configuring the CUCM .................................................................................. 170

Appendix H CUCM Configuration................................................... 171

Configuring the CUCM for Non-Secure Links .............................................................. 171
Configuring the CUCM for Secure JTAPI...................................................................... 173
Configuring the CUCM for Secure SIP Trunk ............................................................... 173
Configuring the SIP Timer of the CUCM ....................................................................... 175
Introduction .................................................................................................................. 175
Setting the SIP TCP Timer .......................................................................................... 175

Appendix I Linking Targets to Users ............................................ 176

Enabling Automatic Linking of Targets to Users......................................................... 176
Introduction .................................................................................................................. 176
Matching Users with Extension ................................................................................... 176
Enabling Automatic Creation of Users ........................................................................ 178

Appendix J Change, Repair or Remove ........................................ 179

Change, Repair or Remove an Installation ................................................................... 179

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 Using the Setup File .................................................................................................... 179
Using the Windows Control Panel............................................................................... 180

Appendix K Upgrading from Cisco Active IP 3.x .......................... 183

Uninstall Cisco Active IP Kit Version 3.x ...................................................................... 183
Install Cisco_Active_IP_6.0.x ......................................................................................... 183
Replace the File ExtraFields.ini ..................................................................................... 184
Different Extrafields.ini Files........................................................................................ 184
Replace Extrafields.ini ................................................................................................. 185

Appendix L Supported Phone Types ............................................. 187

Appendix M Troubleshooting ......................................................... 189

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 1
Introduction
This document describes the prerequisites and procedures for the installation,
configuration, and testing of NICE Recording on the Cisco Active CTI IP integration.
This CTI-based connectivity facilitates Active CTI IP Recording via the Cisco Unified Call
Manager (CUCM), in combination with the Cisco JTAPI interface and the NICE Recording
system.
In the NICE / Cisco Active CTI IP Recording Integration, calls are duplicated from the
extension and streamed to the recording system via the Cisco PBX. The duplicated audio
stream sessions are initiated by Cisco 3rd generation (and higher) phones with ‘Built-in-
Bridge’ (BIB).
With the default ‘Application Invoked Call Recording’ enabled, the JTAPI interface
initiates recording start. Call details are read from the Cisco JTAPI interface. If the
feature ‘Automatic Call Recording’ is enabled, recording start is initiated by the CUCM.
Call details are read from the Cisco SIP interface, and the Cisco JTAPI interface adds the
call data.
In the event of a link problem, the Cisco CTI integration provides automatic failover to
an alternate JTAPI host.
From version 5.0, one Parrot DSC card can hold licenses for multiple JTAPI or SIP Server
Link controllers (one type per card).
The features ‘MultiLink’ and ‘Independent Link Groups’ are available. As in previous
versions, a link group can include more link controllers. From version 5.0 also more
than one link group can be created.

New Features
From version 6.0, it is possible to include multiple CTI Servers in the NICE / Cisco Active
CTI IP Recording Integration (to a maximum of 4).
Channels are assigned dynamically to the satellites with the highest amount of free
channels (‘Weighted Round Robin’).You can also select the channels of one of the
satellites that are preferred for a certain group of targets (‘Preferred Satellite’).

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 The web GUI has an additional data column indicating if a call is external or internal.
This criterion can be used to create rules in the Rules Engine.
This integration also supports the Open Call Controller Interface (OCCI).

Manual Contents

Besides a description of the tasks and activities, this manual also contains information
on the structure and functioning of the NICE / Cisco Active CTI IP Recording Integration,
and its components.

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Scope
Recording Methods
This integration supports Active CTI IP Recording as recording method.

Software Versions
The NICE / Cisco Active CTI IP Recording Integration as described in this manual is
restricted to specific NICE Recording and Cisco software versions.

Cisco Software Versions

The NICE / Cisco Active CTI IP Recording Integration is compatible with following Cisco
software versions:

Software Version Remark

Cisco Unified Call Manager Version 6.1.2, 7, 8 (up to Some features are not available on all
(CUCM) 8.6.2) CUCM versions. Where applicable,
this is explained in the manual.

Table 1: Cisco Software Versions

NICE Software Versions

This Cisco CTI integration is compatible with the following NICE software versions:

Software Version Remark

NICE Recording · R6.0.3 and higher (CyberTech Recording System)
· R6.1.x, R6.2 x

NICE (CyberTech) Installer Kit

Cisco Active Cisco_Active_IP_6.0.x
Integration _x64(_Incl_prerequisites) CyberTechActive IntegrationCisco
Setup-x64.msi for 64-bits OS
_x86(_Incl_prerequisites) CyberTechActive IntegrationCisco
Setup-x86.msi for 32-bits OS

Table 2: NICE Software Versions

IMPORTANT
Please verify the correct versions of NICE Recording with your NICE contact
person. Consult Appendix M ‘Troubleshooting’ for contact details.

When applying Resilience/Redundancy within this integration, use following versions:

Software Version Remark

Core Server Redundancy 2.5.3 and higher Optional, add-on
CTI Server Resilience 2.9.0 and higher Optional, add-on

Table 3: NICE Resilience Versions

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Intended Audience
This manual is aimed at personnel – usually installation engineers – responsible for
connecting the NICE Recording system to the Cisco environment, and for configuring
and operational testing of this Recording Integration.

Assumptions
It is assumed that the user has knowledge about the following:
· NICE Recording version 6.x
· NICE CTI Integration
· Active CTI IP Recording
· Windows 2003/2008 R2

Conditions for Installation

The following conditions are essential for a successful installation of the NICE / Cisco
Active CTI IP Recording Integration
· The procedures as described in this manual must be performed by engineers who
have been trained by NICE/CyberTech.
· All preparations and adjustments on the Cisco components must be done by Cisco
qualified engineers. For this, during preparation, installation and configuration of the
NICE / Cisco Active CTI IP Recording Integration, the presence of a Cisco qualified
engineer is required.

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Reference Manuals
Cisco Manuals
Consult the following manuals for details about the installation and use of the CUCM.

Manual Contents
Cisco Unified Communications Listing of all relevant guides and manuals on installation,
Manager – Documentation Guide configuration, maintenance and operation, and
troubleshooting and alerts of the CUCM.
Cisco Unified Communications Conceptual information about CUCM and its components
Manager - System Guide and tips for setting up features by using CUCM
Administration. Release number matches CUCM version.
Cisco Unified Communications Provides information about how to configure security on
Manager Security Guide CUCM.

Table 4: Cisco Manuals

You can find the guides on the product support pages of the Cisco website:
www.cisco.com.
(http://www.cisco.com/en/US/products/sw/voicesw/ps556/products_documentation_roadmaps_list.html)

NICE Recording Manuals

Consult the following manuals for details about the installation and use of NICE
Recording version 6.x.

Manual Contents
NICE Recording 6.2.x - Installation Installation and configuration procedures of the NICE
Manual Recording software
NICE Recording 6.2.x – User Manual System configuration information for the system
administrator
NICE Recording 6.2.x – Maintenance System maintenance information, VoIP installation
Manual
NICE Recording 6.2.x – OS OS hardening options and policies: details of antivirus
Hardening Manual software, firewalls, and security
CT Recording Solutions R6 – CTI Generic information on licensing and configuration of
Manual CTI based recording solutions
Parrot DSC – Installation Manual Installation procedures of Parrot DSC cards
Parrot-DSC - VoIP Installation Manual Installation procedures of Parrot-DSC cards for VoIP
Parrot-DSC – License Tool Manual Details on the use of the License Tool

Table 5: NICE Recording R6 Manuals

NOTE: The manuals mentioned in this table are updated to the latest release of the
NICE Recording software.

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 When applying Resilience/Redundancy within this integration, consult one or more of
following manuals:

Manual Contents
Recording Solutions R5-6 - Installation and configuration of an integration provided with an
Core Server Redundancy active and a standby Core Server
CT Recording Solutions R6 - Installation and configuration of an active and a standby CTI
CTI Resilience Manual Server on an integration
Table 6: NICE Recording Resilience Manuals

NOTE: Consult the NICE Recording Software CD or go to the website

www.extranice.com > NICE Software Download Center (login required) for the latest
NICE manual versions (section NICE (CyberTech)).

Conventions and Symbols

The following guidelines apply to this manual:
The name ‘Monitor Tool’ is a shorter name for ‘CyberTech Recording Solutions
Monitor’.
The name ‘Programmer’ is a shorter name for ‘Parrot DSC API Flash Programmer’.

· The Caution symbol emphasizes system-critical information.

· The Information symbol indicates a general remark or a reference to

another document.

· The Tip symbol indicates a reference to other useful information.

· The ESD symbol indicates when ESD precautions must be taken.

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 2
Safety
This chapter describes the general safety rules and specific safety and ESD precautions
to be taken into account.

General Safety Rules

Primarily, it is important to adhere to the regulations as dictated by the local authorities
or company standards.
Because the hardware components are supplied by Cisco, NICE, and one or more third
parties, refer to the respective installation manual(s) for specific safety and security
guidelines when installing the individual components.

Safety Precautions
Installation of NICE Recording and the Cisco CTI integration is a specialist job. Only
properly trained personnel are allowed to perform the tasks related to it.
When installing hardware, be sure that you are aware of the hazards involved. Never
work on ‘live’ equipment of which the housing or panels have been removed.
Cabinet keys must be kept in a safe place, and be handed over for use to authorized
installation or service personnel only.
Use only the suitable tools to perform a task.

ESD Precautions
All ICs and many other electronic components are susceptible to electrostatic discharges
(ESD). ESD can cause instant failures, but can also drastically limit the life span of the
affected part and cause unexplainable behavior of the equipment.
When handling printed circuit boards always take the following preventive measures:
· Keep printed circuit boards as long as possible in their protective bags.
· Use an anti-ESD bracelet where required. The ESD symbol in this
manual indicates when ESD-protective measures are required.

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 <BLANK PAGE>

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 3
System Description and Supported Items
This chapter describes the system components and characteristics of the NICE / Cisco
Active CTI IP Recording Integration.
It covers the following topics:
· System Description
· Cisco System Elements
· NICE Recording Configurations
· Cisco Active CTI IP Recording
· Application Invoked Call Recording
· Cisco Automatic Call Recording
· SIP Trunks
· Resilience / Redundancy
· Special features
· Supported Items

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System Description
This integrated recording system is built around the Cisco Unified Call Manager (CUCM)
and the NICE CTI Server-based recording system. The CUCM recording features are
invoked through CTI using JTAPI and the Session Initiation Protocol (SIP).

Figure 1: Basic System Overview

Figure 1 above shows a recording integration with two CTI Servers, one with 2 link
controller groups, the other with 1 link controller group, as an example.

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Cisco System Elements
The NICE / Cisco Active CTI IP Recording Integration contains the following basic Cisco
elements:
· Cisco Unified Communications Manager (CUCM)
Version 4.2 and lower: “Cisco Unified CallManager”
· Cisco Gateway (with application software)
· (Cisco) Network Switch(es)
· Cisco IP and/or Soft Phones

NOTE: Consult the applicable Cisco documentation for details about the installation
and configuration of the Cisco components. See section ‘Cisco Manuals’ on page 13
for a reference.

NICE Recording Configurations

NICE Recording comes in two versions:
· Stand-alone system (Core Server and Recording channels in one box)
· Server/Satellite system (Core Server with one or more Recording Satellites)
Depending on the number of channels to be recorded, three configuration types are
distinguished. Each uses one of the two recording system versions mentioned above.
These configuration types are described in the following subsections.
Each configuration type requires specific hardware and software, as described in
sections ‘NICE Recording Hardware Requirements’ on page 34 and ‘Software
Requirements’ on page 36.

Configuration 1

Configuration 1, Core Server with Recording Channels and an integrated CTI Server, is
also known as ‘All-in-One’ box.

Core Server/Recording Channels with integrated CTI

Server
· NICE / Cisco Active CTI IP Recording Integration software
· NICE Recording System software
· Parrot-DSC Cards*: see subsections 0 and 0
* Only if Parrot-DSC based licensing is required

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Configuration 2

Configuration 2 has a Core Server with Recording Channels and a separate CTI Server,

Core Server/Recording Channels

· NICE / Cisco Active CTI IP Recording Integration software
· NICE Recording System software
· Parrot-DSC Cards*: see subsections 0 and 0

CTI Server
· NICE / Cisco Active CTI IP Recording Integration software
* Only if Parrot-DSC based licensing is required

Configuration 3

Configuration 3 has a Core Server with a separate CTI Server and Satellite(s). One
satellite serves up to 500 recording channels. The maximum number of satellites in one
recording integration is 8.

Core Server (without channels)

· NICE Recording System software
· NICE / Cisco Active CTI IP Recording Integration software

CTI Server
· NICE / Cisco Active CTI IP Recording Integration software

Satellite
· NICE Recording System software
· NICE / Cisco Active CTI IP Recording Integration software
· Parrot-DSC Cards*: see subsections 0 and 0
* Only if Parrot-DSC based licensing is required

NOTE: With Cisco 6.0, configuration 3 can have multiple CTI Servers within one
recording integration (maximum 4).

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Cisco Active CTI IP Recording
This recording integration supports Active CTI IP Recording. There are two types of
recording: Application Invoked Call Recording and Automatic Call Recording.

Application Invoked Call Recording

Application Invoked Recording is the default recording type. The Cisco links have
following functions:
· The JTAPI link controllers initiate recording start. Call details are read from the JTAPI
interface which connects the Cisco Unified Communications Manager (CUCM) with
the NICE Recording CTI Server.
· The SIP Server link controller assigns the audio path to the CUCM.
The following figure visualizes the corresponding call and audio flows.

Figure 2: Cisco CTI Active IP Recording (Application Invoked)

The (duplicated) audio is streamed directly from the extensions to the recorder(s). The
audio stream sessions are initiated by the Cisco 3rd generation (and higher) phones with
‘Built-in-Bridge’ (BIB).

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Cisco Automatic Call Recording
The optional Cisco Automatic Call Recording feature can be set for specified
extensions (targets). With Automatic Call Recording enabled, the SIP Server link
controller is able to work as a stand-alone, without being dependent on the JTAPI Link
Controller.
The recording is automatically started by the CUCM.
· The SIP Server link controller assigns the audio path to the CUCM, and provides a
limited set of call data.
· To overcome this, the JTAPI link controller provides the call details, which are
combined with the call by the Call Controller.
If the JTAPI link fails, additional call information is not added any longer, but the SIP
Server link controller continues to accept the SIP invites from the CUCM.

SIP Trunks
A SIP trunk is a SIP-based connection between two PBXs, or between a PBX and an
Internet Telephony Service Provider (to the public telephony network). A SIP trunk is
able to handle multiple concurrent calls. It replaces the traditional ISDN and analogue
circuits.
In case of Cisco, a SIP trunk can also be used to handle recording sessions. With CUCM
7 and 8, you can choose to make the signaling of the SIP trunk secure (SSL).

NOTE: Unless otherwise stated, the NICE / Cisco Active CTI IP Recording Integration
uses a non-secure SIP Trunk.
For details about setting up a secure SIP Trunk, consult Appendix G, ‘Setting Up a
Secure SIP Trunk’ on page 156.

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Resilience / Redundancy
Resilience can be defined as the ability to provide and maintain an acceptable level of
service in the case of problems and failures during normal operation.
Several resilience options exist, to ensure recording is continued even when part of the
hardware or software is failing. Resilience uses ‘redundancy’ of hardware and software,
which means that critical components are duplicated. The redundant components serve
as a standby or backup to take over whenever the active ones fail.
This section describes the resilience types that are supported by the NICE / Cisco Active
CTI IP Recording Integration:
· CUCM Link Failover Support
· Core Server Redundancy (version 2.5.3 and higher)
· CTI Server Resilience (version 2.9.0 and higher)

CUCM Link Failover Support

In order to provide facilities for high availability and resilience, NICE Recording can be
connected to multiple hosts using JTAPI links. This feature provides the facility to
failover to a secondary JTAPI link controller upon failure of the active ‘primary’ one.
For this, several JTAPI link controllers are included in one link group (MultiLink). One of
them is configured as ‘primary’, the others as ‘secondary’. Only the primary JTAPI link
controller is actively recording, the secondary one is standby for failover. When there
are more secondary link controllers in a group, a ‘link order’ is defined.
Although titled ‘primary’ and ‘secondary’, the JTAPI link controllers are equal peers.
Each provides full-featured call recording service. At failover, the (first) secondary link
controller will be active, until the primary JTAPI link controller returns to operation after
failback. If the active secondary link controller fails, and the primary link is not yet
operational, it will fail over to the second secondary link (if available).
For MultiLink support, appropriate NICE CTI licensing is required. Refer to section
‘Licensing’ on page 37 for details.

NOTE: Each link group always includes one SIP Server link controller.

Core Server Redundancy

Core Server Redundancy (CSR) is installed as an add-on package on Core Servers
without recording channels. It replicates the database of an active Core Server to a
standby one. It monitors the Core Server’s status and switches to the standby Core
Server when the active one fails. In such a case, satellites automatically fail over to the
standby.
Working principle. installation and configuration are described in the Recording
Solutions R5-6 - Core Server Redundancy manual.

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CTI Server Resilience
CTI Server Resilience offers installation of a second (standby) CTI Server. It is installed as
an add-on package on both CTI Servers in the recording integration. When the first
(active) CTI Server fails, the resilience application will stop its call controller, and activate
the call controller of the standby CTI Server.
The standby CTI Server completely takes over the role of the failing one. This minimizes
downtime.
Failover is triggered by the alarming system in accordance with the defined alarm
profile.
Multiple CTI Servers can be defined and configured in the NICE/CT Web GUI. The
standby CTI Server uses the same configuration as defined for the active CTI Server.
For details on installation, configuration and operation of CTI Server Resilience, consult
the CT Recording Solutions R6 - CTI Resilience Manual.
For resilience purposes, redundant CTI Servers can be included in the NICE / Cisco
Active CTI IP Recording Integration.

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Special features
Weighted Round-Robin
The feature ‘Round Robin’ ensures calls (of one channel group) are assigned
consecutively to each satellite of the group, from satellite 1 to n, and then starting all
over again.
In Weighted Round Robin the ratio of free channels on the involved satellites is
calculated at the start of every cycle. The amount of free channels of each satellite is
divided by the amount of the satellite that has the least free channels. The system
assigns the calls to the satellites in accordance with that ratio.
Weighted Round Robin can be set when configuring a link group. It is opposed to the
(default) setting ‘Ascending’, meaning that all channels of the first satellite are assigned
before the next satellite is used. See section ‘Configuring Link Groups’ on page 110.

Preferred Satellite
When configuring a target group, a preferred satellite can be assigned. The calls of all
targets of this group are recorded on the selected satellite, as long as it has free
channels. When all channels of this satellite are in use, the channels of the other
satellites are assigned, according to the ‘Weighted Round Robin’ principle.
The option ‘Preferred satellite’ overrules ‘Weighted Round Robin’, but preferred
satellites are part of the calculation that Weighted Round Robin uses.

Independent Link Groups

The feature Independent Link Groups enables the user to define and configure more
than one group of link controllers within one Recording System. In this way the
Recording System can be connected to different (clusters of) CUCMs.
Each individual link group has its failover features as described in section ‘CUCM Link
Failover Support’ on page 23.

Multiple CTI Server Support

The Cisco_Active_IP_6.0.x integration supports multiple CTI Servers. In the NICE / Cisco
Active CTI IP Recording Integration maximum 4 CTI Servers can be integrated with one
Core Server.
All CTI Servers function independently from each other. Each CTI Server has its own call
controller, link controllers and link group(s).
There are several ways the Multiple CTI Server feature can be used. However, it is not
intended to be used for resilience purposes. For CTI Server Resilience see page 24.

NICE - Cisco Active IP Integration Manual v6.0.4.docx 25

Open Call Controller
The NICE / Cisco Active CTI IP Recording Integration supports the Open Call Controller
(OCC), commonly referred to as Open Call Controller Interface or OCCI. It is installed as
an add-on on the CTI Server. Its setup adds the OCC Web Service to the IIS. The current
version is 1.3.0.
The OCCI allows third party applications to interact with the NICE Recording system,
more specifically with the system’s Call Controller. Using the HTTP and XML-based
Simple Object Access Protocol (SOAP), it provides a real-time Application Programming
Interface. The optional OCC Client Application (or Interface Client) adds a GUI to it. The
Client Application can be separately installed on any client workstation.
The user (on the level of a system administrator) can build applications that, through the
OCCI, retrieve information from the recording system, add metadata to it, and/or take
partial control of it.

OCCI Test Tool

The NICE/CT developed “OCCI Test Tool” is an example of such an application, using the
GUI of the OCC Client Application. It has two tabs: Manual OCCI and Test Runner.
The tab Manual OCCI enables the user to manually take control over recording of calls in
progress. See the example here:

Figure 3: OCC Client Application – Manual OCCI Window

The TestRunner tab (not shown here) allows performing predefined test scenarios on an
installed recording integration.

NICE - Cisco Active IP Integration Manual v6.0.4.docx 26

Supported Items
This section describes the items that are supported by the NICE / Cisco Active CTI IP
Recording Integration. They are:
· Features
· Target types
· Extrafields / Cisco call data
· Call scenarios
· Phone types
· Codec types
In the tables below, supported items are marked with a ‘ü’. Non-supported items have
a hyphen (-).

Features
The table below lists the specific features that are supported.
Feature Supported Remarks
Application Invoked Recording ü See page 21 for a description
Automatic Call Recording ü See page 22 for a description
CUCM JTAPI Link Failover ü See page 23 for a description
CUCM JTAPI Load Balancing -
Encryption (sRTP) ü Supported by CUCM 8
Device Mobility -
Extension Mobility ü For all phones to which a user can log on, the
(“Free seating”)* following preconditions apply:
· ‘Built-in-Bridge’ support
· CTI controlled device
· Device ID in the Controlled Devices list
of application user (refer to Appendix H
‘CUCM Configuration’ for details)
Record on Demand -
Recording Warning Tone ü Configurable
SCCP (Skinny) Phones ü
Secure JTAPI ü Supported by CUCM 8
Secure SIP Trunk (TLS) ü Supported by CUCM 7 and CUCM 8
Silent Monitoring -
SIP (Cisco SIP) Phones ü

NICE - Cisco Active IP Integration Manual v6.0.4.docx 27

 Feature Supported Remarks
Survivable Remote Site -
Telephony (SRST)
Targets (extension) ü Max. 2500 per CUCM* (see note below)
Targets (extension) – clustered ü Max. 2500 per CUCM*
CUCM

Table 7: Supported Features

NOTE: The maximum number of targets depends on the version of the CUCM and the
hardware used.

* ‘Extension mobility’ is specific Cisco terminology. It can also be denoted using the
more common term ‘free seating’.

Target Types
The following target types are supported:

Target type Supported Remarks

Agent -
Device -
Extension ü
Table 8: Supported Target Types

Extrafields / Cisco Call Data

The following ‘Extrafields’ or ‘Cisco call data’ are supported.
The column ‘Link Type’ indicates the origin of the call field when Cisco Automatic Call
Recording is used (see page 22 for more information.
Name Supported DB Field Link Type Remarks
Agent ID -
All Parties ü CVSC15 JTAPI List of all participants of the call
Answering Party -
Called Party ü CVSCEP JTAPI
Calling Party ü CVSCIP JTAPI Dialed number (extension)
Conference Parties -
Extension ü CVSPHN JTAPI In ExtraFields.ini and Database
indicated as ‘Phone Number’
1)
ExtensionTerminalID CVSC11 JTAPI Concatenated fields Extension
(CVSCPHN) and Terminal ID
(CVSC10). See note below
1)
ExtensionPartition CVSC12 JTAPI Concatenated fields Extension
(CVSCPHN) and Partition
(CVSC16). See note below

NICE - Cisco Active IP Integration Manual v6.0.4.docx 28

 Name Supported DB Field Link Type Remarks
2)
Int-Ext ü CVSC17 Call type: Internal or External.
See note below
Last Cause ü CVSC02 JTAPI Last cause of call disconnected
Last Party -
Originating ACD -
Partition ü CVSC16
3)
PBX Call ID ü CVSPCI JTAPI/SIP Call ID used in PBX system.
See note below
Recording State -
Ringing Party -
Target ID -
Terminal ID ü CVS010 Hardware identification of a
device (phone set or soft phone).
Starts with ‘SEP’ and contains
the MAC address.
Table 9: Supported Call Data

NOTES:

1)
Extension + Terminal ID or Partition

At large customer sites, an extension number might not be unique:

· One extension is programmed on multiple phone sets/soft phones (“shared line”).
· One extension occurs in multiple partitions*.
To distinguish the occurrences of an extension from each other, the extension database
field is concatenated with the database fields containing the Terminal ID or Partition
identification.
In the NICE/CT Web GUI the fields are displayed as follows:

Figure 4: Concatenated Call Data (Extension + Terminal ID or Partition)

‘None’ in the column ExtensionPartition indicates the extension is not part of a

partition.
* Remark:

Partitions are collections of route patterns. For instance, a Directory Number can belong
to one of the specific partitions of call destination: ‘internal only’, ‘non-international’ or
‘international’.

NICE - Cisco Active IP Integration Manual v6.0.4.docx 29

 2)
Internal / External Call Types

The Web GUI can have a column that shows if a call is internal or external (or has an
unknown status).
· Internal: all calls from a monitored extension to an internal number, including hunt
group and CTI route point.
· External: all calls in which an external party is involved.
· Unknown: calls of which insufficient information is available, such as:
· calls from an unmonitored extension to a hunt group or CTI route point
· calls from an external number to a hunt group.
3)
PBX Call ID

The extrafield PBX Call ID applies to Cisco Automatic Call Recording only. The PBX Call
ID that comes from the JTAPI differs from the SIP Server’s Call ID.
This extrafield is used to identify a call for ‘cradle to grave’ retrieval, which includes all
call segments. (Refer to NICE Recording 6.2.x - Installation Manual, chapter 9, section
‘Calls settings/preferences’.

Call Scenarios
The following scenarios for call recording are supported:

Scenario Supported Remarks

Barge ü
Call Answered ü
Call Conference ü
Call Forward ü
Call Hold ü
Call Parking ü
Call Pickup ü One and two stage
Call Transfer ü
Callback ü
cBarge ü
Hunt group ü
Inbound external / Inbound from a non-recordable set ü
Join ü
Multiple calls on same extension ü
Outbound external / outbound to a non-recordable set ü
Shared line ü
Table 10: Supported Call Scenarios

NICE - Cisco Active IP Integration Manual v6.0.4.docx 30

Phone Types
The following phone types are supported:

Phone type Supported Remarks

rd
IP Phones ü 3 generation (and higher) with ‘Built-in-Bridge’ (BIB)

IP Soft Phones ü With IP Communicator version 7

Table 11: Supported Phone Types

NOTE: The information above is generic. For a detailed listing of CUCM 8 supported
phone types, refer to Appendix L ‘Supported Phone Types’.

NOTE: Recording of the first release of the Cisco ‘Cius™’ tablet phone is not supported
by Cisco.

Codec Types
The following codec types are supported:

Codec Supported Remarks

G.711 ü
G.729 ü
G.722* ü Default Cisco codec

G.723.1 ü For IP phones: not supported by Cisco

Other codec types -

Table 12: Supported Codec Types

IMPORTANT
Codec G.722 requires the following settings: 16 kHz sample frequency, 14 bit
sample resolution, and 64 kbit/s line bandwidth.

NICE - Cisco Active IP Integration Manual v6.0.4.docx 31

 <BLANK PAGE>

NICE - Cisco Active IP Integration Manual v6.0.4.docx 32

 4
Requirements
This chapter describes the requirements that are applicable to the NICE / Cisco Active
CTI IP Recording Integration.
It covers the following topics:
· Requirements for Hardware Components
· Requirements for Cisco Components
· NICE Recording Hardware Requirements
· Parrot-DSC Cards
· Software Requirements
· NICE Recording Components
· Operating Systems
· Workstation
· Licensing
· Cisco Licensing
· NICE Licensing
· Location of Licenses

NICE - Cisco Active IP Integration Manual v6.0.4.docx 33

Requirements for Hardware Components
Requirements for Cisco Components
For Cisco hardware/software requirements, refer to the requirements as prescribed by
Cisco Systems, Inc.

NICE Recording Hardware Requirements

This section describes the minimum server hardware requirements per configuration
type on CTI Server, Core Server, and Satellite. For details on NICE Recording
Configurations refer to the section on page 19.

NOTE: For more information on hardware requirements, consult the brochure ‘Server
Hardware Requirements’ on www.extranice.com > NICE Software Download Center
(login required), or contact the NICE Presales department

Server Hardware Configuration 1

Minimum hardware requirements that apply specifically to configuration 1: Core Server

with Recording Channels and an integrated CTI Server (‘All-in-one’ box), up to 200
channels.
· Processor 2 x Intel Xeon Dual Core 2.0 GHz
· Internal Memory: 6 GB RAM

Server Hardware Configuration 2

Minimum hardware requirements that apply specifically to configuration 2: Core Server

with Recording Channels and a separate CTI Server.
· Core Server with recording channels:
· Processor: 2 x Intel Xeon Quad Core 2.0 GHz
· Internal Memory: 4 GB RAM
· CTI Server:
· Processor: 1 x Intel Xeon Quad Core 2.0 GHz
· Internal Memory: 4 GB RAM

Server Hardware Configuration 3

Minimum hardware requirements that apply specifically to configuration 3: Core Server

with a separate CTI Server and Satellite(s).
· Core Server:
· Processor: 1 x Intel Xeon Quad Core 2.0 GHz
· Internal Memory: 4 GB RAM

NICE - Cisco Active IP Integration Manual v6.0.4.docx 34

 · CTI Server:
· Processor: 1 x Intel Xeon Quad Core 2.0 GHz
· Internal Memory: 4 GB RAM
· Satellite:
A distinction is made between configurations in which up to 240 and 480 channels
can be monitored.
Up to 250 channels:
· Processor: 1 x Intel Xeon Quad Core 2.0 GHz
· Internal Memory: 4 GB RAM
Up to 500 channels:
· Processor: 2 x Intel Xeon Quad Core 2.0 GHz
· Internal Memory: 6 GB RAM

NOTE: The specifications are generic and indicative. They are also determined by the
number of channels and the call load. Depending on the number of targets, a faster
processor type or a second processor for the separate CTI server is required.

Parrot-DSC Cards
In the NICE / Cisco Active CTI IP Recording Integration, the total number of Parrot-DSC
cards depends on the number of channels to be recorded.
The license for the JTAPI link controllers and the license for the SIP Server link
controllers each require a separate card.

IMPORTANT
Parrot-DSC cards are installed on the server(s) with recording channels. It is not
possible to insert Parrot-DSC cards on a Dedicated CTI Server.

TIP: Consult the ‘NICE Recording 6.2.x – Maintenance Manual’, and the ‘Parrot-DSC -
VoIP Installation Manual’ for details about Parrot-DSC Cards.

From NICE Trading Recording R 6.1 onwards, virtual or ‘soft’ licensing is also available.
Virtual or USB dongle licenses are held by the PrtVOIPx.ini file(s). These files are
installed on all systems with recording channels. In such a case, no Parrot-DSC cards are
required.

NICE - Cisco Active IP Integration Manual v6.0.4.docx 35

Software Requirements
This section lists the minimum software requirements that apply to the server
components of the NICE Recording Configurations as described in the section on page
19.

NICE Recording Components

All software required to install the complete NICE / Cisco Active CTI IP Recording
Integration on the NICE Trading Recording components is mentioned in chapter 5,
section ‘Required Firmware and Software’ on page 43.

NOTE: If you want to use the Core Server and/or satellites as workstations, they must
also comply with the Workstation software requirements (see section below).

IMPORTANT
Use dedicated servers for NICE Recording and its integrations. Install only
programs and applications that are explicitly mentioned in NICE manuals.
Installing other software leads to lower performance or even malfunctioning of
NICE Recording and its integrations.

For details of antivirus software, firewalls, and security, see the ‘NICE Recording
6.2.x – OS Hardening Manual’.

Operating Systems
The following operating systems are supported:

Version Edition Bits Remarks

Windows Server 2003 Standard (R2) 32 NICE Recording R5.4 and R6.x
Windows Server 2003 Enterprise (R2) 32 NICE Recording R5.4 and R6.x
Windows Server 2008 Foundation (R2) 64 NICE Recording R6.x
Windows Server 2008 Standard (R2) 64 NICE Recording R6.x
Windows Server 2008 Enterprise (R2) 64 NICE Recording R6.x
Windows Server 2008 Data Center (R2) 64 NICE Recording R6.x

Table 13: Windows Server Support

IMPORTANT
Configurations with 500 channels require Windows Server 2003 R2 or 2008 R2
Standard Edition (or higher: 2003/2008 R2 Enterprise or 2008 R2 Data Center
Editions).
Refer to ‘NICE Recording Configurations’, ‘Configuration 3’ on page 20 for details.

IMPORTANT
Non-supported operating systems may cause system instability and/or poor system
performance. If so, NICE Systems cannot be held responsible for malfunctioning.

NICE - Cisco Active IP Integration Manual v6.0.4.docx 36

Workstation
The client workstations require the following to run the NICE/CT Web GUI.
· For NICE Trading Recording R6: Microsoft Internet Explorer IE 7.0 or 8.0
· JavaScript enabled (for real-time play of calls in progress)
· MS Silverlight (for replay of recorded calls)
· Minimum screen resolution of 1024x768 for correct display.
For details about the NICE/CT Web GUI, refer to chapter 7 ‘Configuration’.

Licensing
The NICE / Cisco Active CTI IP Recording Integration requires specific licenses. They are
described in the sections below.
For loading licenses, refer to chapter 5, Procedure P03 ‘Loading Licenses - Parrot-DSC
Based’, or Procedure P04 ‘Loading Virtual or USB Dongle Licenses’.

Cisco Licensing
No specific Cisco licenses are required. The NICE Recording system does not consume
any DLUs.

NICE Licensing
The following NICE (CyberTech) licenses are required:
· CyberTech 6 license for NICE Recording versions R6.0.3 and higher, R6.1.x, R6.2 x.
· JTAPI Link Controller license. Max. 8 JTAPI link controllers per CTI Server.
· SIP Server Link Controller license. Max. 8 SIP Server link controllers per CTI Server.
NOTE:
Following data fields show information on JTAPI and SIP Server licenses:
· Field Data12, starting with the string
· ‘8015’ to indicate a JTAPI Link Controller license, OR:
· ‘8019’ to indicate a SIP Server Link Controller license
· Field Data24, indicating the licensed number of JTAPI and SIP Server link
controllers.
It shows a 4-digit string. The second and third digit of the string in this field show
the number of primary and secondary link controllers of the type indicated in
Data12. The fourth digit is not used, and shows 0.
· Example: ‘Data24: 0880’ indicates that the system has a license for 8 primary
and 8 secondary JTAPI link controllers.

NICE - Cisco Active IP Integration Manual v6.0.4.docx 37

 · VoIP licenses for the required number of VoIP recording channels, which equals the
number of recorded targets.
One instance of a VoIP license is up to 250 channels. For a satellite with 251 - 500
channels 2 instances of a VoIP license are required.

NOTE: These VoIP licenses include the use of codec G.711. Each recording
channel using a different codec requires an additional separate license
(‘concurrent licensing’).

· The CTI license mentioned in the Data fields is the Active CTI Recording License for
Cisco CUCM.

NOTE: In case of CTI Server Resilience, each secure JTAPI link controller
requires an additional JTAPI link controller, with its own certificate. This extra
JTAPI link controller needs a separate license.

You can verify the license information in the License Tool (Parrot-DSC based licenses
only), or Maintenance Tool. For an example, see Figure 12 on page 51 or Figure 15 on
page 53.

Location of Licenses
In NICE Trading Recording, licenses are accommodated by Parrot-DSC cards, which are
installed on the systems that have recording channels.
From version R6.1 onwards, virtual or ‘soft’ licensing is also available.
· Virtual license dongle (the license bound to a specific system)
· USB license dongle (the license is bound to the USB dongle)

NOTE: Virtual and USB dongle licensing is not generally available. For more
information, please ask your NICE contact.

Virtual or USB dongle licenses are held by the PrtVOIPx.ini file. These files are installed
on all systems with recording channels. No Parrot-DSC cards are required.

NOTE: One Parrot-DSC card or one PrtVOIPx.ini can accommodate a license for
one type of link controllers, either JTAPI or SIP Server. A VoIP channel license can
be combined with this.

Each PrtVOIPx.ini file requires a corresponding DLL file. Refer to chapter 5, section
‘Required Firmware and Software’ on page 43.
The subsections below describe on which cards or in which INI files the licenses are
located.

NICE - Cisco Active IP Integration Manual v6.0.4.docx 38

 Configuration 1

Configuration 1 (All-in-One) requires 2 Parrot-DSC cards or 2 PrtVOIPx.ini files:

Parrot based license Virtual or USB dongle license
Card 1 Card 2 PrtVOIP0.ini PrtVOIP1.ini
JTAPI Link Controller SIP Server Link JTAPI Link SIP Server Link
license Controller license Controller license Controller license
VoIP license VoIP license
(1 instance) (1 instance)

Configuration 2

Configuration 2 (Core Server with Recording Channels and a separate CTI Server)
requires 2 Parrot-DSC cards or 2 PrtVOIPx.ini files:
Parrot based license Virtual or USB dongle license
Card 1 Card 2 PrtVOIP0.ini PrtVOIP1.ini
JTAPI Link Controller SIP Server Link JTAPI Link SIP Server Link
license Controller license Controller license Controller license
VoIP license VoIP license
(1 instances) (1 instance)

Both cards/PrtVOIPx.ini files are located on the Core Server with Recording Channels.

Configuration 3

In Configuration 3 (Core Server with a separate CTI Server and Satellite(s)), the Parrot-
DSC Cards/PrtVOIP.ini files are installed on the satellites. The number of cards, INI files
and licenses depend on the number of satellites.
Single Satellite (250 channels)
Parrot based license Virtual or USB dongle license
Card 1 Card 2 PrtVOIP0.ini PrtVOIP1.ini
JTAPI Link Controller SIP Server Link JTAPI Link SIP Server Link
license Controller license Controller license Controller license
VoIP license VoIP license
(1 instance) (1 instance)

Single Satellite (251 to 500 channels)

Parrot based license Virtual or USB dongle license
Card 1 Card 2 PrtVOIP0.ini PrtVOIP1.ini
JTAPI Link Controller SIP Server Link JTAPI Link SIP Server Link
license Controller license Controller license Controller license
VoIP license VoIP license VoIP license
st nd
(2 instances) (1 instance) (2 instance)

NICE - Cisco Active IP Integration Manual v6.0.4.docx 39

 Multiple satellites (250 channels per satellite)
Parrot based license
Satellite 1 (1 card) Satellite 2 (1 card) Remaining satellites (1 card each)
JTAPI Link Controller SIP Server Link
license Controller license
VoIP license VoIP license VoIP license
(1 instance) (1 instance) (1 instance)

Virtual or USB dongle license

Satellite 1 Remaining satellites (per satellite)
PrtVOIP0.ini PrtVOIP1.ini PrtVOIP0.ini
JTAPI Link Controller SIP Server Link Controller
license license
VoIP license VoIP license
(1 instance) (1 instance)

Multiple satellites (500 channels per satellite)

Parrot based license
Satellite 1 (1 card) Satellite 2 (1 card) Remaining satellites (1 card each)
JTAPI Link Controller SIP Server Link
license Controller license
VoIP license VoIP license (2 instances)
(2 instances)

Virtual or USB dongle license

Satellite 1 Remaining satellites (per satellite)
PrtVOIP0.ini PrtVOIP1.ini PrtVOIP0.ini PrtVOIP1.ini
JTAPI Link SIP Server Link
Controller license Controller license
VoIP license VoIP license VoIP license VoIP license
st nd st nd
(1 instance) (2 instance) (1 instance) (2 instance)

For details on NICE Recording Configurations, see page 19.

TIP: Consult the ‘NICE Recording 6.2.x – Maintenance Manual’ and the ‘Parrot-DSC -
VoIP Installation Manual’ for details about Parrot-DSC Cards

NICE - Cisco Active IP Integration Manual v6.0.4.docx 40

 5
Prerequisites
This chapter describes the preconditions that must be met before you start installing and
configuring the components of the NICE / Cisco Active CTI IP Recording Integration.
The following topics are covered:
· Customer Site Prerequisites
· Customer Prerequisites
· Cisco Prerequisites
· NICE Prerequisites
· Required Firmware and Software
· Preparatory Steps
· Procedures:
· Procedure P01 Installing Cards and Firmware
· Procedure P02 Adding VoIP Support
· Procedure P03 Loading Licenses - Parrot-DSC Based
· Procedure P04 Loading Virtual or USB Dongle Licenses
· Procedure P05 Configuring the First VoIP Instance
· Procedure P06 Configuring Further VoIP Instances
· Procedure P07 Making the Licensed Channels Available
· Procedure P08 Disabling IPv6 Protocol
· Checking Network Time Protocol Synchronization

NICE - Cisco Active IP Integration Manual v6.0.4.docx 41

Customer Site Prerequisites
Customer Prerequisites
Before you can start the installation process, the customer must have made a number of
arrangements. They are:
· Allocation of servers
· Accounts needed for logging on to the server
· Access rights for installation of Cisco system components
· Cisco application software (refer to ‘Cisco Software Versions’ on page 11 for details)
· Recordable target types (refer to ‘Defining Targets’ on page 116 for details)

Cisco Prerequisites
Before you install the components of the NICE / Cisco Active CTI IP Recording
Integration, be sure to have verified the following preconditions on the ‘Cisco side’ of
the configuration.

Preconditions
· Version 6.1.2, 7, 8 (up to 8.6.2) of the CUCM software is installed.
· Then, ask the Cisco-certified engineer to perform following procedures:
· Configuring the CUCM for Non-Secure Links
· Configuring the CUCM for Secure JTAPI
· Configuring the CUCM for Secure SIP Trunk
Refer to Appendix H ’CUCM Configuration’ for details.
· Verify with the Cisco engineer if the Call Admission Control settings of the CUCM
have been configured. Refer to the appropriate section in the Cisco Unified
Communications Manager - System Guide (link to the Cisco website:
http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/admin/8_6_1/ccmsys/a02cac.html)

· Verify with the Cisco engineer if Extension Mobility (‘free seating’) is configured in
the CUCM.

NICE - Cisco Active IP Integration Manual v6.0.4.docx 42

NICE Prerequisites
This section describes the preconditions to be verified and preparatory steps to be taken
on the ‘NICE side’ of the configuration.

Required Firmware and Software

Before you start to install the NICE / Cisco Active CTI IP Recording Integration, be sure to
have following firmware and software available:
q Installation files:
· Cisco_Active_IP_6.0.x _x64 or _x86 installer kit, containing
· Installation file
CyberTechActive IntegrationCisco Setup-x86.msi or
CyberTechActive IntegrationCisco Setup-x64.msi
(depending on the Windows platform)
· setup.exe
· Registry edit file DisableIPv6.reg
q cti_vox_voip_32 (or higher) of the Parrot-DSC firmware. This kit contains the
following files:
· dbghelp.dll version 6.12.2.633 (or higher)
· PrtDCMP.dll version 1.10.3.1 (or higher)
· PrtSRTP.dll version 1.1.0.4 (or higher)
· PrtVoip0.dll version 1.2.31.1433 (or higher)
· PrtVOIP0.ini

NOTE: Although referred to as ‘firmware’, this kit is also required for installation
using virtual or USB license dongles.

q Additionally, following files are required depending on the licensing method:

· License on Parrot-DSC card: voip_lic_mod_pci_07 (or higher)
· Virtual license dongle: CXXXX_XXXX_softlock.txt.
· USB license dongle: Sentinal Driver for USB

NOTE: Virtual and USB license dongles are only available with NICE
Recording R6.1 and higher.
Both are not generally available. For more information, please ask your NICE
contact.

TIP: Consult www.extranice.com > NICE Software Download Center for the latest
versions of the required firmware and software (login required).

NICE - Cisco Active IP Integration Manual v6.0.4.docx 43

Preparatory Steps
Carry out the following steps before you start installing the Cisco_Active_IP_6.0.x
software and configuring the NICE / Cisco Active CTI IP Recording Integration:
Chk# Step Reference Remark
I Parrot Cards (if applicable) and Recording System
1. Install Parrot-DSC cards ( Procedure P01 If applicable
2. Install the required NICE Recording NICE Recording 6.2.x - Applicable NICE Software
software on the Core server and Installation Manual Versions see page 11
satellites.
If separate CTI Servers are present (configurations 2 and 3), install the required additional
software (Microsoft.NET Framework 3.5 Service Pack 1 and Visual C++ Redistributable 2008
(x86)) on them.
Make sure the option ‘Include VoIP support’ is selected during installation of the Recording
System (checkbox in Setup window ‘Recorder configuration’).
If you are not sure, consult procedure Procedure P02 ‘Adding VoIP Support’ for the steps how to
verify and, if necessary, correct this.
3. Install or update the latest Procedure P01 If applicable. See section
Parrot-DSC firmware ‘Installing/Updating Firmware’
The procedure to load the licenses depends on the type of license.
Follow the relevant flow below.
IIa Parrot-DSC based licenses:
1. Add DLL files; copy INI file Procedure P02
2. Check and modify parrot.ini (VoIP Procedure P02
driver)
3. Load the applicable licenses.- (all Procedure P03
VoIP instances)
4. Modify the PrtVOIP0.ini Procedure P05
nd
5. Modify the PrtVOIP1.ini Procedure P06 If you have a 2 VoIP instance
Modify further PrtVOIPx.ini files If you have > 2 VoIP instances
6. Make licensed channels available Procedure P07
IIb Virtual or USB dongle based licenses (Available from R6.1 onwards)
1. Add DLL files; copy INI file Procedure P02
2. Check and modify parrot.ini: Procedure P02
· Check VoIP driver
· Remove PrtPCI driver
3. Load the applicable licenses Procedure P04
st
(1 VoIP instance)
4. Modify the PrtVOIP0.ini Procedure P05
5. Load the applicable licenses Procedure P04 If you have 2 instances
nd
(2 VoIP instance)
6. Modify the PrtVOIP1.ini Procedure P06
7. Load the applicable licenses and Procedure P04 If applicable (> 2 instances)
modify PrtVOIPx.ini files Procedure P06
8. Make licensed channels available Procedure P07

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 Chk# Step Reference Remark
III Additional steps (for both licensing types)
1. Disable the IPv6 protocol Procedure P08 Windows Server 2008 R2
only
2. Install Network Time Protocol Page 60 If required
Table 14: Preparatory Steps

Details of the steps mentioned above are described in the procedures and sections
included below.

TIP: For more details about VoIP installations, consult the ’NICE Recording 6.2.x –
Maintenance Manual’, and ‘Parrot-DSC - VoIP Installation Manual’

Next step

Upon completion of all steps mentioned above, all conditions for installing and
configuring the NICE / Cisco Active CTI IP Recording Integration are in place. Then you
can start with chapter 6 ‘Installation’.

NICE - Cisco Active IP Integration Manual v6.0.4.docx 45

Procedure P01 Installing Cards and Firmware
This section refers to the procedure to install the applicable Parrot-DSC Cards for the
Active CTI IP recording method used.
Next, it describes the steps necessary for installing the Parrot-DSC firmware.

Installing Parrot-DSC Cards

The global steps necessary to install the applicable Parrot-DSC Cards for the Active CTI
IP recording method used are described in the ‘Parrot-DSC - VoIP Installation Manual’.

IMPORTANT
Be sure to use an anti-ESD bracelet when handling cards!

NOTE: The installation of WinPcap, as described in the Parrot-DSC manual, is not

required with the Active CTI IP recording method.

Installing/Updating Firmware
Preparation

You must have following firmware version available. Put the file on a specified location
on your system.
q voip_lic_mod_pci_07 (or higher)
If necessary, you can download the file from www.extranice.com > NICE Software
Download Center (‘VoIP DSC License support firmware’ - login required).

Procedure
1. Start the Parrot API Programmer: Windows Start > (All) Programs > CyberTech
> Parrot API > Programmer
A window appears, showing all Parrot-DSC cards installed on the system, with their
properties.

Figure 5: Programmer – Parrot DSC Cards Firmware

NICE - Cisco Active IP Integration Manual v6.0.4.docx 46

 2. Select the Board that has the firmware. It is now marked with a green ‘√’ symbol:

Figure 6: Programmer – Update Firmware

3. Use the Browse button to select the new firmware file voip_lic_mod_pci_07
(or higher).

Figure 7: Programmer – Select Firmware File

4. Click the Start updating board configurations button.

5. Reboot the system to apply all changes.
· If necessary, repeat these steps for the other boards in the list.

IMPORTANT
Be sure to REBOOT the system after a firmware update to apply your changes

NICE - Cisco Active IP Integration Manual v6.0.4.docx 47

Procedure P02 Adding VoIP Support
To perform this procedure, you must have following firmware version available. These
files are available in the folder cti_vox_voip_32. Put them on a specified location on
your system.
· PrtDCMP.dll version 1.10.3.1 (or higher)
· dbghelp.dll version 6.12.2.633 (or higher)
· PrtSRTP.dll version 1.1.0.4 (or higher)
· PrtVoip0.dll version 1.2.31.1433 (or higher)
· PrtVoIP0.ini

NOTE: For the actual paths of the folders mentioned below, refer to Appendix D ’File
Locations’.

Adding and Copying DLL and INI Files

1. Stop the DSC Service. Consult Appendix E, section ’Stop/Start All Services’ for
instructions.
2. Navigate to the folder where the DLL files are located, and make a backup of it
(including content and subfolders).
3. Put the files dbghelp.dll and PrtSRTP.dll into this folder.
4. Remove the existing PrtSRTP0.dll from the folder.

IMPORTANT
Be sure to remove the existing PrtSRTP0.dll file. If not, it will cause improper
functioning of the system.

5. Replace the following files in the folder. First check if the existing versions in the
folder are older than the ones that you have.
· PrtDCMP.dll
· PrtVoip0.dll
6. Navigate to the folder where the INI files are located. Backup the folder (including
content and subfolders).
7. Copy the file PrtVoip0.ini from the folder ‘cti_vox_voip_32’ to the ‘…\VoIP’ folder in
the original folder with the INI files. This overwrites the PrtVoip0.ini that was just
installed.
8. In case of multiple instances, copy the PrtVoIP0.ini, in the installation folder, and
rename the copy to PrtVoIP1.ini for the second instance. For the 3rd instance copy it
to PrtVoIP2.ini, etc.
9. Put all copied VoIP INI files into the ‘…\VoIP’ folder in the folder with the INI files.

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 Check and Modify the Parrot.ini
10. Next step is to verify that the parrot.ini has the correct drivers. For this, navigate
to the folder where the INI files are located.
11. Open the file parrot.ini for editing. It looks like the following:

[GLOBAL]
readonly=no
[SERVER]
...
[DRIVERS]
driver1_name=PrtPCI
driver1_type=0x0100
driver2_name=PrtVoIP
driver2_type=0x1000
[SYSTEM]
...
[BOARDS]
...

Figure 8: Parrot.ini (With Parrot and VoIP Driver)

12. Check the DRIVERS section of the file. Now, you have two possibilities:
· The system has (a) Parrot-DSC card(s) and a VoIP instance. The DRIVERS section
must be identical to Figure 8 above.

NOTE: The VoIP driver ‘PrtVoIP’ is added during the installation of NICE
Recording, when you select the checkbox ‘Include VoIP support’ in Setup window
‘Recorder configuration’.
If not, you must manually add the driver to the file.

· The system has no Parrot-DSC card, but only one or more VoIP instances. This
means a virtual or USB dongle license has been installed. In such a case:
a. manually remove the lines ‘driver1_name=PrtPCI’ and
‘driver1_type=0x0100’.
b. manually change the driver numbers of ‘driver2_name=PrtVoIP’ and
‘driver2_type=0x1000’ into ‘1’. The DRIVERS section of the parrot ini
must now look like Figure 9 below
[DRIVERS]
driver1_name=PrtVoIP
driver1_type=0x1000
[SYSTEM]
...

Figure 9: Parrot.ini (VoIP Instance Only)

13. When finished, save the file parrot.ini.
14. Re-start the DSC Service. Consult Appendix E, section ’Stop/Start All Services’ for
instructions.
TIP: You can also view the contents of the INI files in the Web GUI. Refer to
Appendix E, section Viewing the Contents of INI Files for instructions.

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Procedure P03 Loading Licenses - Parrot-DSC Based
This procedure describes how to load the license information using Parrot-DSC cards
(“boards”).
For Loading Virtual or USB Dongle Licenses, refer to Procedure P04.
Prerequisite: Procedure P02 ‘Adding VoIP Support’

Procedure:
1. Start the Parrot-DSC License Tool: Windows Start > (All) Programs > CyberTech
> Parrot API > License Tool
The following window appears, showing the licenses per installed board (two in the
example):

Figure 10: Parrot-DSC License Tool

2. Select the board for which you want to load license information, and click License.
The License window for the selected board appears:

Figure 11: License Window for Board 1

3. Click Get license. The current license information for the selected board is shown.

NICE - Cisco Active IP Integration Manual v6.0.4.docx 50

 4. Copy the license string as delivered by NICE Systems. Include the quotation marks
and the two checksum characters outside the quotation marks.
5. Click Paste license to load it. The license string is pasted into the field License
key.
6. Click Set license to write the license information to the specified location. The
License window now shows the information of the loaded license:

Figure 12: Loaded License for Board 1

· Perform the above steps for all installed boards.

NOTE: For an explanation of Data fields, refer to ‘Licensing’ ‘NICE Licensing’ on page
37.

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Procedure P04 Loading Virtual or USB Dongle Licenses
This procedure describes how to load virtual or USB dongle licenses.

NOTE: Virtual or USB dongle licenses are only available for CTRS 6.1.

For USB dongle license only: install the Sentinal Driver for USB (from the installation
CD), then insert the USB dongle.
1. For virtual dongle license only: open the file CXXXX_XXXX_softlock.txt, and verify
that the FQDN (fully qualified domain name) matches the Full computer name of
your system (My Computer > Properties > Computer Name). See Figure 13 below.

Figure 13: Softlock Text File

2. Stop all services.

3. Open the VoIP INI file of the instance this license is intended for. For the first
instance this is the PrtVoIP0.ini.

NOTE: Note: For the actual paths of the folders containing the INI files, refer to
Appendix D ’File Locations’.

4. Unlock the soft lock as follows:

· When using an USB dongle: in the VoIP INI file, go to the section [ApiSettings]
and change LicComMode=0 to LicComMode=128.
· When using a virtual license dongle: in the VoIP INI file, go to the section
[License] (at the bottom) and fill in: SoftLockCode=<LockCode>. You can
find the lock code in the CXXXX_XXXX_softlock.txt (see Figure 13 above).
5. Save and close the VoIP INI file.
6. Re-start and stop all services.
7. Re-open the VoIP INI file for editing. At the bottom, the line items LicenseString and
LicenseChecksum have been added.

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 Figure 14: VoIP INI File, After Adding the License Information

8. Copy the license string from the license file (excluding the quotation marks and the
checksum) and paste it after LicenseString=.
9. Type or copy the checksum after LicenseChecksum=.
10. Save and close the VoIP INI file.
11. Re-start all services
12. To verify the license information, open the Maintenance Tool (Windows Start >
(All) Programs > CyberTech > Parrot API > Maintenance Tool).

NOTE: In the Maintenance Tool, the VoIP instance is referred to as ‘board’.

a. In the initial window select Settings > Board. In the Board number window,
select the “Board” of this VoIP instance (PrtVOIP0.ini = Board 1)
b. In the Input section, type show_license. The license information appears in the
Output section.

Figure 15: License Information in Maintenance Tool

NOTE: For an explanation of Data fields, refer to ‘Licensing’ ‘NICE Licensing’ on page 37.

NICE - Cisco Active IP Integration Manual v6.0.4.docx 53

 Next step

Next step is to configure this VoIP instance by modifying the VoIP INI file. For this, refer
to:
· Procedure P05 on page 55 (for the first VoIP instance), OR:
· Procedure P06 on page 57 (for further VoIP instances).

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Procedure P05 Configuring the First VoIP Instance
NOTE: If there is only 1 VoIP instance, it is not necessary to perform this procedure.
However, an upgrade from 1 to 2 (or more) instances might be planned in the future.
For this, it is recommended to perform this subsection also if there is only 1 instance.

Prerequisite
· Procedure P03 ‘Loading Licenses - Parrot-DSC Based’, or:
· Procedure P04 ‘Loading Virtual or USB Dongle Licenses’

Procedure
1. Open the PrtVOIP0.ini, and go to the section ‘[DynamicAudioPorts]’. The contents
look like the following:

[DynamicAudioPorts]
LoadPresetHelp=LoadPreset: 0 - do not load presets,
1 - Load local and remote port, 2 - Load dual local port

LoadPreset=2
AutoSetFromFirstEntry=1
AudioIP________000=255.255.255.255
AudioLocalPort_000=10002
AudioLocal2Port000=10003
AudioIP________001=255.255.255.255
AudioLocalPort_001=10004
AudioLocal2Port001=10005
AudioIP________002=255.255.255.255
AudioLocalPort_002=10006
AudioLocal2Port002=10007
AudioIP________003=255.255.255.255
AudioLocalPort_003=10008
AudioLocal2Port003=10009
...
...
...
AudioIP________249=255.255.255.255
AudioLocalPort_249=10500
AudioLocal2Port249=10501

[MacToChannel]
MacForCh000=00-00-00-00-00-00
MacForCh001=00-00-00-00-00-00
MacForCh002=00-00-00-00-00-00
...

Figure 16: VoIP INI File, Before Modification

2. Remove the lines ‘AudioIP…’, AudioLocalPort...’ and ‘AudioLocal2Port...’, with the
exception of the first three lines, which have the sequential number 000.

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 The file now looks like the following:

[DynamicAudioPorts]
LoadPresetHelp=LoadPreset: 0 - do not load presets,
1 - Load local and remote port, 2 - Load dual local port

LoadPreset=2
AutoSetFromFirstEntry=1
AudioIP________000=255.255.255.255
AudioLocalPort_000=10002
AudioLocal2Port000=10003

[MacToChannel]
MacForCh000=00-00-00-00-00-00
MacForCh001=00-00-00-00-00-00
MacForCh002=00-00-00-00-00-00
...

Figure 17 VoIP INI File, After Modification

3. When finished, save the file PrtVOIP0.ini
4. Start the Recording Service (this will also re-start the DSC Service). Consult
Appendix E, section ‘Stop/Start a Single Service’ for instructions.
The system now configures all licensed Audio Local Ports for the first VoIP instance.

Next step
· If further VoIP instances must be installed:
· For Parrot-DSC based licenses: Procedure P06 ‘Configuring Further VoIP
Instances’
· For Virtual or USB dongle licenses: Procedure P04 ‘Loading Virtual or USB
Dongle Licenses’
· If no further VoIP instances must be installed: Procedure P07 ‘Making the Licensed
Channels Available’.

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Procedure P06 Configuring Further VoIP Instances
Prerequisite: Procedure P05 ‘Configuring the First VoIP Instance’.
1. For the 2nd (or further) instance of a VoIP license, first stop the DSC Service. For
instructions, consult Appendix E, section 0 ‘Stop/Start All Services’.
2. In the folder with the INI files, open the PrtVOIP0.ini, which you modified before,
and go to the section ‘[DynamicAudioPorts]’.
3. Check the number of the last ‘AudioLocal2Port’ included in that INI file (10xxx).
Make a (mental) note of that number.
4. Open the PrtVOIP1.ini, and go to the section ‘[DynamicAudioPorts]’. Refer to
Figure 16 above to see how it looks like.
5. Remove the lines ‘AudioIP…’, AudioLocalPort...’ and ‘AudioLocal2Port...’, with the
exception of the first three lines, which have the sequential number 000.
6. Replace the number of AudioLocalPort_000=10… by 10xxx, in which xxx is the
value found in step 3, increased by 1.
7. Replace the number of AudioLocal2Port_000=10… by 10xxx, in which xxx is the
value found in step 3, increased by 2.
Example: if the number of the last AudioLocal2Port_173 in the PrtVOIP0.ini is
10348, then in PrtVOIP1.ini AudioLocalPort_000=10349 and
AudioLocal2Port_000=10350.
8. When finished, save the file PrtVOIP1.ini

IMPORTANT
When you are configuring further VoIP instances, take the last
‘AudioLocal2Port’ of the previous PrtVOIP….ini as a starting point.

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Procedure P07 Making the Licensed Channels Available
1. Log on to a recorder (Core Server with recording channels or Satellite). Use an
account with Administrator rights.
2. Start the Parrot Maintenance Tool:
Windows Start > (All) Programs > CyberTech > Parrot API > Maintenance Tool.
3. Select the option Board in the Settings menu (not shown here). A window appears,
displaying the first board by default:

Figure 18: Board number

4. Select the required VoIP board and click OK.

5. In the input window, type ‘reload
all’ and press [Enter]. This makes
all licensed channels available.

Figure 19: Maintenance Tool -

Reload

6. Reboot the system.

7. Log on to the system again, using the recorder account.
8. Open the Monitor Tool,
using the icon on your
desktop.
9. Verify in the left-hand
pane (Line status) that
the VoIP channels have
been added.

Figure 20: Monitor Tool

– Verify Availability of
Channels

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Procedure P08 Disabling IPv6 Protocol
For a proper installation of the NICE / Cisco Active CTI IP Recording Integration software
on Windows Server 2008 R2, you must disable the IPv6 protocol.

IMPORTANT
Perform this procedure only if you are installing on Windows Server 2008 R2.

In the installer kit a special patch file is available: DisableIPv6.reg

To install it, perform following steps on Core Server, CTI server (if present), and on all
satellites (if present):
1. Double-click the file DisableIPv6.reg, from a local drive or CD.
2. Two message prompts appear. On both, click OK.
3. Reboot the system to apply the registry changes.

· Repeat these steps on all servers that are part of the NICE Recording system.

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Checking Network Time Protocol Synchronization
All systems in the NICE Recording system (Core Server, CTI Server and satellites) must
refer to a single time standard. To ensure synchronized clock time, Network Time
Protocol (NTP) must be installed on all servers and workstations used in this recording
integration.
Verify if each system is equipped with NTP time service and synchronized, as follows:
1. Double-click the Windows time indication in the system tray.
2. In Windows 2008 R2 click ‘Change date and time settings…’.
3. Go to tab Internet Time. Check if the correct time server is installed.

If not, verify with the customer which NTP service must be installed. Installation of the
NTP service recommended by CyberTech is described in Appendix F ‘Network Time
Protocol’.

Next Step

Upon completion of this chapter, all conditions for installing and configuring the
NICE / Cisco Active CTI IP Recording Integration are in place. You can now start with
chapter 6 ‘Installation’.

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 6
Installation
This chapter describes the actions necessary to install the NICE / Cisco Active CTI IP
Recording Integration software.
The following topics are covered:
· Introduction
· Installer Kit
· Upgrading from Previous Versions
· Configuration Dependent Installation
· Installing on Configuration 1 (All-in One)
· Installing on Configuration 2 or 3
· Installing on the Core Server
· Installing on a Satellite
· Installing on a Dedicated CTI Server

IMPORTANT
Before starting the installation, verify that the Prerequisites are met as
described in chapter 5.

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Introduction
IMPORTANT
Please be aware that the procedures described in this chapter must be carried
out by trained staff to prevent system damage.

Installer Kit
The specific ‘Cisco_Active_IP_6.0.x’ installer kit performs all the necessary actions in a
manner transparent to the user. It copies the applicable Cisco database fields to the
database, and sets the files extrafields.ini and cti_receiver.ini accordingly.
The installer kit is the same for all NICE Recording Configurations. It contains an .msi
file, a setup.exe, and release notes. There is an -x86.msi file for 32-bits operating
systems, and an -x64.msi file for 64-bits operation systems.
Consult ‘Required Firmware and Software’ on page 43 for the contents and versions of
the installer kit.

IMPORTANT
Verify if you have the correct installation file for the specific Operating System
(32-bits or 64-bits).

NOTE: The screenshots in this chapter show ‘…Cisco Active R6.0.0’. Except for the
version numbers, the setup screens for higher versions (6.0.x) are identical to the
ones shown here.

Locating Files
The locations of the installed NICE / Cisco Active CTI IP Recording Integration software
depend on the version of NICE Recording and the Windows Server platform used.
Refer to Appendix D ‘File Locations’ for details on the folders where you can find the INI
and DLL files, and other integration software.

Upgrading from Previous Versions

This section is only relevant if you are installing Cisco_Active_IP_6.0.x as an upgrade of
an earlier version. For new installations, you can skip this section.

Upgrade from Cisco Active IP 3.x

When you install Cisco_Active_IP_6.0.x on a system that has Cisco Active IP 3.1.x or
3.2.x already installed, you must uninstall the previous version.
For this, follow the instructions in Appendix K ‘Upgrading from Cisco Active IP 3.x’.

IMPORTANT
If you do not uninstall the previous version Cisco Active IP 3.x before installing
the new version, errors will occur.

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Upgrade from Cisco Active IP 4.x

When you install Cisco_Active_IP_6.0.x on a system that has Cisco Active IP 4.x or
5.x already installed, you do not need to take any specific actions. Follow the installation
instructions for a new Cisco setup.

NOTE: Uninstalling Cisco 4.x before installing Cisco Active 5.x is not necessary.

Configuration Dependent Installation

The installation procedure of the NICE / Cisco Active CTI IP Recording Integration
software depends on the specific configuration type you need to install.
· To install the integration software on configuration 1 (“All-in One” system), follow
the instructions in section Installing on Configuration 1 (All-in One) on page 64.
· To install the integration software on configuration 2 or 3, follow the instructions in
section Installing on Configuration 2 or 3 on page 73.
After successful completion of the applicable procedure in this section, you can start
configuring the recording integration, as described in chapter 7 ‘Configuration’.

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Installing on Configuration 1 (All-in One)
Since there is only one system in Configuration 1 (Core Server with Recording Channels
and an integrated CTI Server), you have to perform this installation procedure only once.

IMPORTANT
Be sure to reboot the system after installation.

Procedure
1. To start the installation, double-click the file setup.exe that comes together with the
.msi installation file, from a local drive or CD.

IMPORTANT
Be sure the file vcredist_x86.exe (for the Visual C++ Runtime Libraries) is
available in the subfolder ‘vcredist_x86’ in the installation folder.

NOTE: While installing, the setup.exe

file also checks if services .NET
Framework 3.5 SP1 and Visual C++
Runtime Libraries are installed.
If a different version of the Visual C++
Runtime Libraries is already installed,
the setup installs the required version
next to it.

IMPORTANT
Do not start the installation by clicking the .msi file. If you do, and the
above services are not installed, the installation is stopped.

The Welcome window of the Setup Wizard appears.

2. The setup recognizes the system as a Core Server with recording channels. Verify
this in the
Welcome window
(see red rectangle
in Figure 21).

Figure 21: All-In-

One – Welcome
Window

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 3. Click Next. The Release Notes appear.

Figure 22: All-In-One – Release Notes

4. Read the Release Notes and click Next. The window Destination Folder appears:

Figure 23: All-In-One – Destination Folder

NOTE: The default destination folder depends on the NICE Recording version
and the Windows platform used. Refer to Appendix D for the actual file paths.

If so desired, you can change the destination folder from its default location by
clicking the Change button.

NICE - Cisco Active IP Integration Manual v6.0.4.docx 65

 5. Click Next. The
window Service
Credentials
appears:

Figure 24: All-In-

One – Service
Credentials

6. Fill in the Account Name. By default, this is ‘service’.

7. Fill in the appropriate Password.
8. Click Next. If the credentials are not correct, the following window appears:

Click OK to correct the service

credentials (see above).

Figure 25: All-In-One - Invalid Service

Credentials

9. If the credentials
are correct, the
window
Deployment Type
appears:

Figure 26: All-In-

One – Deployment
Type

NICE - Cisco Active IP Integration Manual v6.0.4.docx 66

 10. Select the All-in-one button. This will install the CTI Server software on the
same system as the Core Server and recording channels software.
The window
Custom Setup
appears:

Figure 27: All-In-

One - Custom
Setup, Instance 01

11. Specify the number of JTAPI link controllers you have to install, with a minimum of
1 and a maximum of 8. For this
a. Unfold the list of JTAPI link controllers
b. Click on the dropdown arrow of each required ‘Instance’ in the tree.
c. Click on Will be installed on local hard drive.

Figure 28: All-In-

One - Custom
Setup, Select
JTAPI Instance

NOTE: In this screen the JTAPI Link controllers are referred to as ‘Cisco Link
Controllers’.

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 12. Specify the number of SIP Server link controllers you have to install, with a
minimum of 1 and a maximum of 8. For this:
a. Unfold the list of Sip Server link controllers
b. Click on the dropdown arrow of each required ‘Instance’ in the tree.
c. Click on Will be installed on local hard drive.

Figure 29: All-In-

One - Custom
Setup, Select SIP
Server Instance

NOTE: In this screen the SIP Server Link Controllers are referred to as ‘Cisco SIP
Servers’.

· To verify if there is
sufficient disk
space, you can click
the button Disk
Usage. The Disk
Space
Requirements
window appears:
Click OK to return to
the Custom Setup
window.

Figure 30: All-In-One –

Disk Space
Requirements

13. Click Next. The New or upgrade Window appears:

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 Figure 31: All-In-
One – New or
Upgrade

14. Select the required option by clicking the applicable button:

· New Cisco setup :

· if this is the first time the Cisco Active IP integration software is installed on
this system.
· if you are upgrading from Cisco Active IP version 4.0.
The window Ready to install appears. Continue with step 16.

· Upgrade Cisco setup , if you are upgrading from the Cisco Active IP version
3.1 or 3.2.
Selecting the Upgrade option will not install a new Extrafield.ini, but preserves
the existing one.
For further instructions on upgrading, consult Appendix K.
The window
Upgrade from
version
appears:

Figure 32: All-In-

One – Upgrade
from version

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 15. Select the Cisco Active installation version from which you are upgrading by clicking
the applicable icon.

IMPORTANT
Be sure version 3.x has been uninstalled.

The window Ready to install appears

Figure 33: All-In-One – Ready to Install

16. Click Install to continue. The system starts the installation

The Installing window shows the progress of the installation:

Figure 34: All-In-One – Installation Progress

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 17. During the installation process following warning appears:

Figure 35: All-In-One –

Message about Installing Correct DLL file

This message reminds you that you have to install the correct firmware file. If you
have properly carried out all preparatory steps, the DLL files from the correct
cti_vox_voip_32 (or higher) has already been installed. Click OK to continue.
If you didn’t, click OK and cancel the installation. Then install the DLL files from the
correct cti_vox_voip_32 (or higher) according to Procedure P02 ‘Adding VoIP
Support’, and start the installation all over again.

IMPORTANT
Without the proper cti_vox_voip version, the NICE / Cisco Active CTI IP
Recording Integration will not work.

18. Click OK. During the installation process, also following warnings might appear:

Figure 36: Warning: Database Fields (All-in-One))

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 NOTE: This warning appears in case of an upgrade installation, when the Cisco-
specific database fields CVSC02 (Last Disconnect Cause) and CVSC15 (All
Parties) cannot be added to the database because it already contains custom
fields.
You have to correct this manually after the installation has completed. For
instructions, consult section ‘Replace the File ExtraFields.ini’ in Appendix K.

19. Click OK.

20. Wait until the installation completes The Completed the Setup window notifies
successful completion:

Figure 37: All-in-One - Installation Completed

21. Click Finish to exit the installation. `

NOTE: If the installation did not complete, solve the problem causing the premature
ending and run the set-up procedure again.

22. Reboot the system to make all changes come into effect.

Next steps

Upon completion of this step, you have installed the NICE / Cisco Active CTI IP
Recording Integration software on an ‘All-in-One’ configuration. Skip the next sections of
this chapter, and proceed with chapter 7 ‘Configuration’.

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Installing on Configuration 2 or 3
This section describes how to install the NICE / Cisco Active CTI IP Recording Integration
software on a configuration with one or more separate CTI Server(s).
· In configuration 2, the recording channels are on the Core Server, similar to
configuration 1, but it has a separate dedicated CTI Server.
· In configuration 3, the recording channels are accommodated by one or more
separate satellite(s). It also has separate dedicated CTI Servers (in this integration
maximum 4)

Installation Sequence

You perform the installation procedure on each component of the Recording System.
The correct sequence for installing is the following:
1. Core Server (with or without recording channels)
2. Satellite(s), if present
3. Dedicated CTI Server(s)

IMPORTANT
For a successful installation, install the integration software in the sequence
mentioned above.

Installing on the Core Server

This section describes the steps necessary to install the NICE / Cisco Active CTI IP
Recording Integration software on a Core Server with or without recording channels.

IMPORTANT
Be sure to reboot the system after installation.

Procedure

On the Core Server, perform following steps:

1. To start the installation, double-click the file setup.exe that comes together with the
.msi installation file, from a local drive or CD.

IMPORTANT
Be sure the file vcredist_x86.exe (for the Visual C++ Runtime Libraries) is
available in the subfolder ‘vcredist_x86’ in the installation folder.

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 NOTE: While installing, the setup.exe
file also checks if services .NET
Framework 3.5 SP1 and Visual C++
Runtime Libraries are installed.
If a different version of the Visual C++
Runtime Libraries is already installed,
the setup installs the required version
next to it.

IMPORTANT
Do not start the installation by clicking the .msi file. If you do, and the
above services are not installed, the installation is stopped

The Welcome window of the Setup Wizard appears:

Figure 38: Core Server (With Recording Channels) – Welcome Window

2. Verify in the Welcome window if the setup recognized the system correctly. The red
rectangle in Figure 38 above shows the text when installing a Core Server with
recording channels (configuration 2).
When installing a Core Server without recording channels (configuration 3) the
window shows the text:

Figure 39: Core Server (No Recording Channels) – Welcome Window

3. Click Next. The Release Notes appear.

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 Figure 40: Core Server – Release Notes

4. Read the Release Notes and click Next. The window Destination Folder appears:

Figure 41: Core Server – Destination Folder

NOTE: The default destination folder depends on the NICE Recording version and
the Windows platform used. Refer to Appendix D for the actual file paths.

If so desired, you can change the destination folder from its default location by
clicking the Change button.
5. Click Next. The window Service Credentials appears:

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 Figure 42: Core Server - Service Credentials

6. Fill in the Account Name. By default, this is ‘service’.

7. Fill in the appropriate Password.
8. Click Next. If the credentials are not correct, the following window appears:

Figure 43: Core Server - Invalid Service Credentials

· Click OK to correct the service credentials (see above).

If the credentials are correct, the window Deployment Type appears:

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 Figure 44: Core Server - Deployment Type

9. Select the button Dedicated server. Now, on this server only the Core Server
software will be installed (with or without recording channels). The CTI software will
be installed on a separate server in a later phase.
The window New or Upgrade appears:

Figure 45: Core Server – New or Upgrade

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 Select the required option by clicking the applicable button:
· New Cisco setup :
· if this is the first time the Cisco Active IP integration software is installed on
this system.
· if you are upgrading from Cisco Active IP version 4.0.
The window Ready to install appears. Continue with step 11.

· Upgrade Cisco setup , if you are upgrading from the Cisco Active IP version
3.1 or 3.2.
Selecting the Upgrade option will install a new Extrafield.ini, which is the same
as the file used in version 3.1. or 3.2.
For further instructions on upgrading, consult Appendix K.
The window Upgrade from version appears:

Figure 46: Core Server – Upgrade from version

10. Select the Cisco Active installation version from which you are upgrading by clicking
the applicable icon.

IMPORTANT
Be sure the earlier version has been uninstalled.

The window Ready to Install appears:

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 Figure 47: Core Server - Ready to Install

11. Click Install to start the installation process.

The Installing window shows the progress of the installation:

Figure 48: Core Server – Installation Progress

12. If you are installing a Core server with recording channels, during installation the
following warning appears:

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 Figure 49: Core Server –
Message about Installing Correct DLL file

This message reminds you that you have to install the correct firmware file. If you
have properly carried out all preparatory steps, the DLL files from the correct
cti_vox_voip_32 (or higher) has already been installed. Click OK to continue.
If you didn’t, click OK and cancel the installation. Then install the DLL files from the
correct cti_vox_voip_32 (or higher) according to Procedure P02 ‘Adding VoIP
Support’, and start the installation all over again.

IMPORTANT
Without the proper cti_vox_voip version, the NICE / Cisco Active CTI IP
Recording Integration will not work.

13. During the installation process, also following warnings might appear:

Figure 50: Core Server - Warning: Database Fields

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 NOTE: This warning appears in case of an upgrade installation, when the Cisco-
specific database fields CVSC02 (Last Disconnect Cause) and CVSC15 (All
Parties) cannot be added to the database because it already contains custom fields.
You have to correct this manually after the installation has completed. For
instructions, consult section ‘Replace the File ExtraFields.ini’ in Appendix K.

14. Click OK.

15. Wait until the installation completes. The Completed the Setup window notifies
successful completion:

Figure 51: Core Server - Installation Completed

16. Click Finish to exit the installation.

NOTE: If the installation did not complete, solve the problem causing the premature
ending and run the set-up procedure again.

17. Reboot the system to make all changes come into effect.
Upon completion of this step, you have installed the NICE / Cisco Active CTI IP
Recording Integration software on the Core Server.

Next steps

Now, depending on the recording system configuration, proceed as follows:

· If the recording system has one or more satellites (configuration 3 - Core Server with
a separate CTI Server and Satellite(s)), perform the steps of the next section
‘Installing on a Satellite’.
· If the system does not have any satellites (configuration 2 - Core Server with
Recording Channels and a separate CTI Server), skip the next section and go to
section ‘Installing on a Dedicated CTI Server’.

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Installing on a Satellite
IMPORTANT
Be sure to reboot the system after installation.

Procedure

On each satellite, perform following steps:

1. To start the installation, double-click the file setup.exe that comes together with the
.msi installation file, from a local drive or CD.

IMPORTANT
Be sure the file vcredist_x86.exe (for the Visual C++ Runtime Libraries) is
available in the subfolder ‘vcredist_x86’ in the installation folder.

NOTE: While installing, the setup.exe

file also checks if services .NET
Framework 3.5 SP1 and Visual C++
Runtime Libraries are installed.
If a different version of the Visual C++
Runtime Libraries is already installed,
the setup installs the required version
next to it.

IMPORTANT
Do not start the installation by clicking the .msi file. If you do, and the
above services are not installed, the installation is stopped

The Welcome window of the Setup Wizard appears:

Figure 52: Satellite – Welcome Window

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 2. The setup recognizes the system as a Satellite. Verify this in the Welcome window
(see red rectangle in Figure 52 above).
3. Click Next. The Release Notes appear.

Figure 53: Satellite – Release Notes

4. Read the Release Notes and click Next. The window Destination Folder appears:

Figure 54: Satellite – Destination Folder

NOTE: The default destination folder depends on the NICE Recording version and
the Windows platform used. Refer to Appendix D for the actual file paths.

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 If so desired, you can change the destination folder from its default location by
clicking the Change button.
5. In the Destination Folder window, click Next. The window New or Upgrade appears:

Figure 55: Satellite - New or Upgrade

Select the required option by clicking the applicable button:

· New Cisco setup :
· if this is the first time the Cisco Active IP integration software is installed on
this system.
· if you are upgrading from Cisco Active IP version 4.0.
The window Ready to install appears. Continue with step 7.

· Upgrade Cisco setup , if you are upgrading from the Cisco Active IP version
3.1 or 3.2.
Selecting the Upgrade option will not install a new Extrafield.ini, but preserves
the existing one.
For further instructions on upgrading, consult Appendix K.
The window Upgrade from version appears:

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 Figure 56: Satellite - Upgrade from Version

6. Select the Cisco Active installation version from which you are upgrading by clicking
the applicable icon.

IMPORTANT
Be sure the earlier version has been uninstalled.

The window Ready to Install appears:

Figure 57: Satellite - Ready to Install

7. Click Install to start the installation process.

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 The Installing window shows the progress of the installation:

Figure 58: Satellite – Installation Progress

8. During installation, the following warning appears:

Figure 59: Satellite -

Message about Installing Correct DLL file

9. This message reminds you that you have to install the correct firmware file. If you
have properly carried out all preparatory steps, the DLL files from the correct
cti_vox_voip_32 (or higher) has already been installed. Click OK to continue.
10. If you didn’t, click OK and cancel the installation. Then install the DLL files from the
correct cti_vox_voip_32 (or higher) according to Procedure P02 ‘Adding VoIP
Support’, and start the installation all over again.

IMPORTANT
Without the proper cti_vox_voip version, the NICE / Cisco Active CTI IP
Recording Integration will not work.

11. Wait until the installation completes. The Completed the Setup window notifies
successful completion:

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 Figure 60: Satellite – Completed the Setup

12. Click Finish to exit the installation.

NOTE: If the installation did not complete, solve the problem causing the premature
ending and run the set-up procedure again.

13. Reboot the system to make all changes come into effect.
Upon completion of this step, you have installed the NICE / Cisco Active CTI IP
Recording Integration software on a satellite.

IMPORTANT
iIf you carried out an upgrade installation, first consult Appendix K ‘Upgrading
from Cisco Active IP 3.x’ for further steps.

· Repeat this subsection for each satellite in the recording integration.

Next step
After successful installation of the integration software on all satellites, go to section
‘Installing on a Dedicated CTI Server’.

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Installing on a Dedicated CTI Server
Perform the procedure below on all systems that are designated as (active) CTI Servers.

NOTE: In case of CTI Server Resilience, at this moment you must install and configure
only the active CTI Server(s).
Install the passive CTI Server(s) only after you have completely installed and
configured the NICE / Cisco Active CTI IP Recording Integration,
For this, refer to the CT Recording Solutions R6 - CTI Resilience Manual

After installation, the first (active) CTI Server that you install is referred to in the Web
GUI as ‘CTI server 1’. If you install more CTI servers, they are named ‘CTI server 2’, ‘CTI
Server 3’ and ‘CTI Server 4’, in the order of installation.

NOTE: You can change the CTI Server names, if required. For this, refer to chapter 7,
section ‘Renaming CTI Servers’ on page 123.

IMPORTANT
Be sure to reboot the system after installation.

Procedure

On each CTI Server, perform following steps:

1. To start the installation, double-click the file setup.exe that comes together with the
.msi installation file, from a local drive or CD.

IMPORTANT
Be sure the file vcredist_x86.exe (for the Visual C++ Runtime Libraries) is
available in the subfolder ‘vcredist_x86’ in the installation folder.

NOTE: While installing, the setup.exe

file also checks if services .NET
Framework 3.5 SP1 and Visual C++
Runtime Libraries are installed.
If a different version of the Visual C++
Runtime Libraries is already installed,
the setup installs the required version
next to it.

IMPORTANT
Do not start the installation by clicking the .msi file. If you do, and the
above services are not installed, the installation is stopped

The Welcome window of the Setup Wizard appears:

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 Figure 61: Dedicated CTI Server – Welcome Window

2. The setup recognizes the system as a dedicated CTI Server. Verify this in the
Welcome window (see red rectangle in Figure 61 above).

NOTE: In exceptional cases, the setup can detect an existing CTI Server on this
system. If so, the Welcome window shows following message:

Figure 62: Dedicated CTI Server – CTI Server Detected

This will not affect the procedure. Continue with the next step.

3. Click Next. The Release Notes appear.

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 Figure 63: Dedicated CTI Server – Release Notes

4. Read the Release Notes and click Next. The window Destination Folder appears:

Figure 64: Dedicated CTI Server – Destination Folder

NOTE: The default destination folder depends on the NICE Recording version and
the Windows platform used. Refer to Error! Reference source not found. ‘Error!
Reference source not found.’ for the actual file paths.

If so desired, you can change the destination folder from its default location by
clicking the Change button.

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 5. In the Destination Folder window, click Next. The window Logging Settings appears:

Figure 65: Dedicated CTI Server – Logging Settings

6. Type the following data:

· Log File Location: Folder in which the log files are stored. The default is
‘C:\logfiles’.

NOTE: Log files are used for troubleshooting. They may grow into huge files.
For this reason, it is often preferred not to store them on the partition that
contains the operating system (usually C:\), but on a data partition. You can
replace C: by a different partition letter. Verify if the desired partition is
available.

IMPORTANT
There will be no error message generated if the selected partition is
unavailable. Selecting an unavailable partition will lead to loss of log
files.

· Log File Retention: Number of days the log files are retained (default value: 14)
7. Click Next. The window Database Settings appears:

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 Figure 66: Dedicated CTI Server – Database Settings

8. Type the following data:

· Host Name: IP address of the Core Server.

· Database Name: Name of the database (default ‘recorder’)
· User Name: User name for accessing the database (default ‘recorder’)
· Password: The password that is used for recorder installation
9. Click Next. The window Custom Setup appears:

Figure 67: Dedicated CTI Server - Custom Setup, Instance 01

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 10. Specify the number of JTAPI link controllers you must install, with a minimum of 1
and a maximum of 8. For this:
a. Unfold the list of JTAPI link controllers
b. Click on the dropdown arrow of each required ‘Instance’ in the tree.
c. Click on Will be installed on local hard drive.

NOTE: In this screen the JTAPI Link controllers are referred to as ‘Cisco Link
Controllers’.

Figure 68: Dedicated CTI Server -

Custom Setup, Select JTAPI Instance

11. Specify the number of SIP Server link controllers you must install, with a minimum
of 1 and a maximum of 8. For this:
a. Unfold the list of Sip Server link controllers
b. Click on the dropdown arrow of each required ‘Instance’ in the tree.
c. Click on Will be installed on local hard drive.

NOTE: In this screen the SIP Server Link controllers are referred to as ‘Cisco
SIP Servers’.

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 Figure 69: Dedicated CTI Server -
Custom Setup, Select SIP Server Instance

· To verify if there is sufficient disk space, you can click the button Disk
Usage. The Disk Space Requirements window appears:

Figure 70: Dedicated CTI Server – Disk Space Requirements

· Click OK to return to the Custom Setup window.

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 12. Click Next. The window Ready to Install appears:

Figure 71: Dedicated CTI Server - Ready to Install

13. Click Install to start the installation process.

14. The Installing window shows the progress of the installation:

Figure 72: Dedicated CTI Server - Installing

15. Wait until the installation completes. The following window notifies this:

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 Figure 73: Dedicated CTI Server - Installation Completed

16. Click Finish to exit the installation.

NOTE: If installation did not complete, solve the problem causing the premature
ending and run the set-up procedure again

17. Reboot the system to make all changes come into effect.

· Repeat the steps in this subsection on the other systems that are designated as CTI
Servers.

NOTE: After an upgrade from version 4.x or 5.x, the existing CTI Server will become
‘CTI Server 1’, and all existing link controllers are assigned to this server. Upon
completion of the installation, these link controllers will have an alias in the web GUI:
<link name> on CTI Server 1.

Next step

Upon completion of this step, you have completed the installation of the NICE / Cisco
Active CTI IP Recording Integration software. Now you can proceed with chapter 7
‘Configuration’.

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 7
Configuration
This chapter describes the steps necessary to configure the NICE / Cisco Active CTI IP
Recording Integration.
The following topics are covered:
1. Defining Channel Groups
2. Configuring the Link Controllers

· Configuring a JTAPI Link

· Configuring a SIP Server Link
3. Defining Link Groups

· Configuring Link Groups

· Configuring a Failover Link
· Monitoring Link States
4. Defining Targets

· Adding a New Target

· Monitoring Target States
5. Defining Target Groups
6. Configuring Database Fields
7. Renaming CTI Servers (if required)

IMPORTANT
For a successful configuration, the tasks must be performed in the sequence
indicated above.

IMPORTANT
Before starting to configure, verify that the CTI Receiver is enabled for the
Active Cisco recording channels on the Core Server / satellite(s).

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 NICE/CT Web GUI

To configure the NICE / Cisco Active CTI IP Recording Integration, you use the NICE/CT
Web GUI. This is a web-based interface in the standard browser window, which contains
various options grouped into tabbed menus, or ‘tabs’ for short.
Refer to Appendix E section ‘Logging On to the Web GUI’ for instructions.

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Defining Channel Groups
The procedure below describes the steps necessary to create a channel group for the
NICE / Cisco Active CTI IP Recording Integration.
1. In the Web GUI, click the tabs system configuration > channel groups. The window
Overview of all channel groups appears:

Figure 74: Channel Group Overview

2. Click the Add button in the top right-hand corner to define a new Cisco channel
group.

Figure 75: Add New Channel Group

NOTE: In NICE Recording R6.0.x, the pane Channel group retention appears only
if the system has a license for EMC Archiving.

3. Type the following data in the Name and description pane:

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 Figure 76: Name and Description

· Name: The name of the channel group. You can use text, digits and spaces,
maximum 25 characters.
· Description: Text to describe the channel. Free text.
4. Type the following data in the Channel group properties pane:

Figure 77: Channel Group Properties

· Alias used by external applications: (Optional) convenient short name to refer

to the channel group, preferably derived from its name. Do not use spaces!
· Channel IDs: Channel numbers. Specify reserved channel numbers in the group.
Select a range by typing first number, hyphen (-), last number. To reserve all
channels you can also type a hyphen (-) only.
You can also use the channel picker (> button) to select your channels.
· Default mark: Select 'Normal calls'. This is selected by default.

IMPORTANT
When using more than one Link group, specify the channel numbers you
have to include in the group. Otherwise, include all channels.

5. In the pane Channel group retention, click the > button to define the retention
period. This is the retention time of the calls recorded through the channels that
belong to this group.

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 NOTE: The channel group retention time is overruled by the value defined in the
user group profile, the user profile, and the target group (in that order, ascending).

Figure 78: Channel Group Retention

NOTE: From NICE Trading Recording R6.1.1 the Channel group retention pane
does not show the remark ‘(days)’.

6. Click the Add record button to save the channel group and close the entry window.
7. Note that the newly created channel group is added to the list:

Figure 79: Cisco Channel Group Added

TIP: Consult the ‘NICE Recording 6.2.x - Installation Manual’ for more information on
channel groups.

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Configuring the Link Controllers
This section describes the steps necessary to configure non-secure JTAPI and SIP Server
Link Controllers, by defining their properties.
To configure secure JTAPI and SIP Server links, first set them up as non-secure links,
according to the steps described in this section. Then consult Appendix G ‘Setting up
Secure Links’, to configure them as secure links.

NOTE:
· The Secure SIP Trunk feature is supported by CUCM 7 and 8 (and higher).
· Secure JTAPI is supported by CUCM 8 (and higher).
· SRTP (secure audio) in combination with the Secure SIP Trunk feature is
supported by CUCM 8 (8.5)

Prerequisite: at least one channel group has been defined per available link controller..

Procedure

You start the configuration by opening the Overview of all links.

1. Click the cti integration > links tabs to show a list of all currently installed link
controllers:

Figure 80: Link Overview

2. Verify that the link overview shows at least one JTAPI Link Controller (CISCOLNK...)
and SIP Server Link Controller (CISCOSIP...) for each CTI Server.

NOTE: Each CTI Server can have maximum 8 JTAPI and 8 SIP Server link
controllers.

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Configuring a JTAPI Link
This subsection describes how to configure a non-secure JTAPI link controller.

IMPORTANT
If the system uses secure JTAPI links, first set the parameters of all JTAPI link
controllers to non-secure (finish the section below). Then configure the secure
JTAPI Links.
For details consult Appendix G ‘Setting up Secure Links’.

1. In the Overview of all links, click the desired JTAPI Link Controller to show and/or
modify its link and connection settings. The General link settings and Connection
settings panes appear:

Figure 81: Cisco JTAPI Link and Connection Settings

2. Add the following settings in the General link settings pane:

Figure 82: Cisco JTAPI General Link Settings (Non-secure)

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 · Link alias: A convenient name to refer to this link controller, for example, to
distinguish it from the link controllers of the other CTI servers. Free text; letters,
digits and spaces are allowed.

NOTE: When you have done an upgrade installation, the link controllers that
existed on the system already received the alias ‘<link name> on CTI Server 1’.

NOTE: You can create similar Link aliases that include the name of the CTI
Server of this link controller. However, this alias will not change automatically
when the alias of the CTI Server is changed.

· Link name: Name of the Cisco JTAPI Link Controller. It is defined by the setup
and cannot be changed.
· CTI server name: Alias of the CTI server this link controller is installed on. It is
defined when installing the recording system and cannot be changed.
· Link enabled: Indication that the Cisco JTAPI Link Controller is activated. Make
sure that the checkbox is selected.
· Auto-discovery enabled: Leave unchecked.
· Link parameters: If you accept the default values for the link controller’s
parameters, you can leave these parameters out (‘No recording warning tone’
and ‘Manage targets’ for Application Invoked Recording).

IMPORTANT
Parameters and parameter values entered in this field must exactly
match the parameters and values described here. They are case
sensitive!

Otherwise, the possible link parameters are:

· playtonedirection (optional): Warning tone that is played on handsets when
recording is started. Possible values are:
0: Recording warning tone on target extension only
1: Recording warning tone on non-target extension
2: Recording warning tone on both target and non-target extensions
3: No recording warning tone. Default.
Example: playtonedirection=0
· operatingmode (optional): Indicates whether Cisco Automatic Call Recording
is used or not. Possible values are:
managetargets: Cisco Automatic Call Recording is not used, the JTAPI link is
leading. Default (for JTAPI).
observetargets: Cisco Automatic Call Recording is used, the SIP Server link is
leading.
Example: operatingmode=observetargets

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 IMPORTANT
If you use the parameter ‘operatingmode’ for the JTAPI link, be sure also
to
- specify the same value (managetargets/observetargets) for the other
JTAPI links in the same link group
- specify the other value (observetargets/managetargets) for the SIP
Server link that belongs to the same link group (see Configuring a SIP
Server Link below).

TIP: Refer to section ‘Cisco Automatic Call Recording’ for details.

3. In the Connection settings pane, add the following settings:

Figure 83: Cisco JTAPI Connection Settings (Non-secure)

· Connection host:
· IP port: Reserved port number. Fill in 2748 for a non-secure JTAPI link.
· Connection user: Type the user name of the CUCM application user.
· Connection password: Type the password of the CUCM application user.
· Password (retype): Retype the password.
· SSL enabled: Leave unchecked for a non-secure JTAPI link.
· Link group: Name of group in which this link is included. This parameter is set
during the configuration of Link groups (section Defining Link Groups on page
110).
4. Click the Save changes button (not shown) to return to the Link overview. Note that
the link controller is enabled (marked with green Ö).

Figure 84: Cisco JTAPI Link Overview – Enabled Link

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Configuring a SIP Server Link
This subsection describes how to configure a non-secure SIP Server link controller.

IMPORTANT
If the system uses a secure SIP Trunk, first set the parameters of all SIP Server
link controllers to non-secure (finish the section below). Then set up the
secure SIP Trunk(s), including the configuration.

For details consult Appendix G ‘Setting up Secure Links’.

1. In the Overview of all links, click the SIP Server link controller to show and/or
modify its link and connection settings. The General link settings and Connection
settings panes appear:

Figure 85: SIP Server Link and Connection Settings

2. Add the following settings in the General link settings pane:

Figure 86: SIP Server General Link Settings

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 · Link alias: A convenient name to refer to this link controller, for example, to
distinguish it from the link controllers of the other CTI servers. Free text; letters,
digits and spaces are allowed.
· Link name: Name of the SIP Server link controller. Is defined by the setup and
cannot be changed.
· CTI server name: Alias of the CTI server this link controller is installed on.
Defined when installing the recording system and cannot be changed.
· Link enabled: Indicates the SIP Server link controller is activated. . Make sure
that the checkbox is selected.
· Auto-discovery enabled: Leave unchecked.
· Link parameters. If you accept the default values for ‘siptransport’ and for
‘operatingmode’, you can leave these parameters out.
(Default for siptransport=TCP and for operatingmode=observetargets for
Application Invoked Recording)
The possible link parameters are:
· sipaddress=<IP address of network adapter> (IPv4)
Use this setting only in one of following cases (otherwise leave it out):
· Multiple link groups (on one CTI Server)
When multiple link groups are used, each SIP server must have its own
(virtual) IP address that is assigned on the CTI Server.
· The server has more than one network interface card (NIC or ‘network
adapter’). The IP address entered is one of the IP addresses of the CTI
server.
You can assign more addresses to one NIC.
EXAMPLE: sipaddress=10.0.0.100

IMPORTANT
In case of CTI Server Resilience with two SIP Servers in two link groups
on one CTI Server, the port number is distinguishing (see Connection
settings below). In that case you must leave out the parameter
‘sipaddress’ here.

· siptransport=udp: Transport protocol used for the SIP Trunk. Possible

values are ‘tcp’ or ‘udp’. Default: TCP.
· operatingmode=managetargets. Indicates whether Cisco Automatic Call
Recording is used or not. Possible values are:
· managetargets: Cisco Automatic Call Recording is used, the SIP Server
link is leading.
· observetargets: Cisco Automatic Call Recording is not used, the JTAPI
link is leading. This value is default for SIP.

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 IMPORTANT
If you use the parameter ‘operatingmode’ for the SIP Server link, be
sure to set this parameter also for all JTAPI links belonging to the same
link group (see ‘Configuring a JTAPI Link’ above).
Make sure that the parameter value (managetargets/observetargets) for
the SIP Server is not the same as the value for the JTAPI links.

TIP: For details, refer to chapter 3, section ‘Cisco Automatic Call Recording’.

3. Add the following settings in the Connection settings pane:

Figure 87: SIP Server Connection Settings (Non-secure)

· Connection host: fill in the same address as for the corresponding JTAPI link (IP
address of the CUCM’s publisher or one of the subscribers).
· IP port: Reserved port number. Fill in 5060 for a non-secure SIP Server link. See
note ‘IMPORTANT’ below.
· Connection user: Leave this empty.
· Connection password: Leave this empty.
· Password (retype): Leave this empty.
· Link group: Name of group in which this link is included. This parameter is set
during the configuration of Link groups s(section Defining Link Groups on page
110).
· SSL enabled: Leave unchecked for a non-secure SIP Server link.

IMPORTANT
In case of CTI Server Resilience with two SIP Servers in two link groups
on one CTI Server, the first SIP Server link controller uses port 5060 (or
5061 for secure SIP). The port number of the second SIP Server link
controller must be 5062.

4. Click the Save changes button (not shown) to return to the Link overview. Note that
both link controllers are enabled (marked with green Ö).

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 The window Overview of all links in Figure 88 below shows all available JTAPI and SIP
Server link controllers, when they all have been enabled.

Figure 88: Link Controllers Enabled

Next step

After you have configured all JTAPI and SIP Server Link controllers, you can start adding
them to Link groups

IMPORTANT
A link controller must be included in a link group to be available for use.

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Defining Link Groups
This section describes the steps to do the following:
· Configuring Link Groups
· Configuring a Failover Link
· Monitoring Link States

Preconditions

For each link group you have to define, following preconditions apply:
· At least one JTAPI Link Controller has been installed and configured
· One SIP Server Link Controller has been installed and configured
· At least one channel group has been defined

IMPORTANT
A link group must have 1 SIP Server Link, and at least 1 JTAPI link.

NOTE:
· It is possible to have multiple SIP Server links on one CTI Server (to a maximum
of 8).
Since a link group can have only one SIP Server Link, you must create a separate
link group for each installed SIP Server.
· The maximum number of JTAPI links is 8 per link group and per CTI Server

Configuring Link Groups

The procedure below describes the steps necessary to create and configure a group of
links.
1. Click the cti integration > link groups tabs to show a list of all currently installed link
groups. The Link groups overview opens:

Figure 89: Link Groups Overview

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 2. Click the Add link group button at the right-hand side of the Link group field.
The window Create link group opens.

Figure 90: Create Link Group

3. Add the following settings:

· Link group name: type the name of this group (free text).
· CTI Server: the alias of the CTI Server on which the link controllers of this group
are installed
· Channel group: from the dropdown menu, select the channel group that belongs
to this link group.
The same channel group can be assigned to multiple link groups on the same CTI
Server.

IMPORTANT
Do not assign one channel group to link groups installed on different
CTI Servers! This causes malfunctioning of the recording system.

· Channel assignment: from the dropdown menu, select one of both types:
· Ascending (default): the free channel with the lowest number within a
channel group is assigned
· Weighted Round Robin: within a channel group, the first free channel of the
recorder with the highest quantity of free channels is assigned
For more information, refer to Weighted Round-Robin on page 25.
· Failback type: Select ‘Manual’ or ‘Automatic’ from the dropdown menu.
· Automatic: the primary JTAPI link controller in this group immediately
returns to operation as the primary link after failback.
· Manual: human intervention is required to make it the primary link again.
· Load balance type: not used. Leave empty.
· Failback start time: not used. Leave empty.
· Failback end time: not used. Leave empty.

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 4. Click OK.
5. Click a JTAPI link controller in the field Available links to select it.
6. Add the selected link controller to the link group using the Arrow right button.
· Repeat this for the required number of JTAPI link controllers for this link group.
7. Click a SIP Server link controller in the field Available links to select it.

IMPORTANT
Assign one SIP Server link controller to one link group.
In case of multiple SIP Server link controllers, create as many link groups as the
number of SIP Server link controllers.

NOTE: It is not possible to

include link controllers of
different CTI servers in one
link group. In such a case, the
system shows an error
message when trying to save
the changes.

See Figure 91 for an example of one JTAPI link controller and one SIP Server link
controller in one link group.

Figure 91: Link

Controllers
Added to Group

8. Click the Save changes button. The link controllers appear in the Role overview for
group pane on the right.
9. By default, all link controllers have the primary role when added to a link group. For
link groups with two or more JTAPI link controllers, you must define primary and
secondary roles (‘failover link’).
Section ‘Configuring a Failover Link’ below describes how to do this.

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 IMPORTANT
Make sure that each link group has only one primary JTAPI link controller. If
not, this will lead to improper functioning of the system.

Configuring a Failover Link

This section describes the steps necessary to configure the recording integration to use a
failover (‘secondary’) link.

Preconditions
· The link group must contain at least two JTAPI link controllers
· Targets selected for recording must be registered to both the ‘primary’ and
‘secondary’ JTAPI link controller.

IMPORTANT
If targets are not registered to both JTAPI link controllers, this may result in
recordings with (partial) call details and no audio.

· For failover link: the PBX must have a failover location with the proper configuration
parameters.

Procedure
1. Click the cti integration > link groups tabs to show a list of all currently installed link
groups. The Link groups overview opens.
2. Select the desired link group by selecting it from the dropdown menu at the right of
the Link group field. The Role overview pane shows the link controllers belonging to
this group, all with the primary role.

Figure 92: Link Groups Overview with Role Overview

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 In the Role overview for group pane, define which JTAPI link controller(s) will be
used as secondary. In this example CISCOLNK01 will be the primary, and
CISCOLNK02 the secondary link controller.
3. Click the Edit icon of the link controller that will be the secondary (CISCOLNK02
in the example). The Link role properties pane appears at the lower right-hand side.

Figure 93: Link Groups Overview – Primary Link

4. Set the field Link role to ‘Secondary’, using the dropdown menu.
5. Select the Parent link controller, using the dropdown menu. This will now be the
primary link controller of this link group.
6. Link order: A link group can have two or more secondary link controllers. You must
specify the ranking number of this secondary link controller to define its priority.
If the group has only one secondary link controller (like in this example), by default
the priority is set to 1.
7. Click Save changes. The link controller in the Role overview for group pane now
gets a lighter background color, to indicate that is secondary.

Figure 94: Secondary Link in Link Group

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Monitoring Link States
To do an operational check of the links you configured for use, proceed as follows:
1. From the main window, click the cti integration > links tabs. The following window
opens:

Figure 95: Overview of All Links – Link States

2. Verify link state of the link you configured for use, this appears in the Link state
column.
The applicable link state values have the following meanings:
· Unknown: the link is not enabled or not included in a link group.
· Not Connected: the link is enabled and included in a link group, but not (yet)
connected to the CUCM/PBX.
· Trying: the link is trying to connect to the CUCM/PBX.
· Connected: the link is connected to the CUCM/PBX.
· Logged In: the link is logged in and ready to provide call recording information.
This state also initiates target assignment to the link.
· Logged Out: the link is logged out and closed its connection to the CUCM/PBX.
· Failed Poll: the link failed to find the CUCM/PBX.
· Failed IP: the link failed to use the specified CUCM/PBX IP address.
· Failed Pass: the link failed to connect to the CUCM/PBX with the specified
password.
· Failed User: Link failed to connect to the CUCM/PBX with the specified user name.
· Failed SSL: the link failed to connect to the CUCM/PBX with the secure type of
connection.

IMPORTANT
If the link state stays at ‘Unknown’, the link is not enabled for use.

NOTE: If the link state changes to ‘Logged Out’ or ‘Failed Poll’, it raises error
message 8805. This alarm is cleared when the link state changes to
‘Connected’ or ‘Logged In’. If the link state changes to ‘Failed IP’ it raises error
message 8807. This alarm is cleared when the link state changes to ‘Logged In’.

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Defining Targets
This section describes the steps to do the following:
· Adding a New Target
· Monitoring Target States

Linking Targets to Users

Targets can be linked automatically to users, if so desired. This way, for targets full user
management is available. Automatic linking of targets to users must be enabled. Consult
Appendix I ‘Linking Targets to Users’ for instructions and further explanation.

Adding a New Target

This procedure describes how to add the target ‘Extension’. It applies to both the JTAPI
and SIP Server Link Controllers.

NOTE: The target registration speed is approximately 10 targets per second.

1. Click the cti integration > targets tabs to display a list of all currently defined
targets.

Figure 96: Target Overview - Empty

2. Click the Add button in the top right-hand corner to open the Add target
window.

Figure 97: Add Target for Link Controller

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 3. Add one or more targets of type ‘Extension’ by specifying the following information:

· Target name(s): Name of the target. This is a free text field.

· Link group: Select from the dropdown list the name of the link group this target
is assigned to.
· Target type(s): ‘Extension’.
· Target value range start: Number of the target. Enter the first range number.

NOTE: When entering numbers in this field, the plus sign ‘+’ (for international
numbers) is not accepted. Type the number (including the ‘+’) in a text file, and
copy/paste it into the field.

· Target value range end: Type the last number of the desired range. If you leave
this field empty, only the target number filled in at ‘Target value range start’ is
selected.
· Target selection: Check this box to activate usage of this target.
4. Click the OK button to save the new target. The target input pane closes and you
return to the Overview of all link targets window.
· Repeat the above steps for all targets or target ranges you have to define for this Link
Controller.
The targets are added to the Overview of all link targets.

Figure 98: Overview of All Link Targets

· Perform the same procedure for all JTAPI and SIP Server Link Controllers.

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Monitoring Target States
To do an operational check of the targets you created, proceed as follows:
1. From the main window, click the cti integration > selection overview tabs. The
following window opens:

Figure 99: Selection Overview

2. In both fields Links and Target types, select the value ‘[All]’.
3. Verify which monitoring state for the targets you created appears in the Target state
column.
The applicable target state values have the following meanings:
· None: The target has not (yet) been passed to the link controller.
· Selecting: The link controller is registering the target at the PBX.
· Selected: The target is able to make a recording. It has been registered by the
CUCM and is monitored by the Recording System.
· Removing: The target is being removed from the active link controller and will
be deleted from the selection overview.
· Recording: The target is being recorded.

IMPORTANT
If the target state stays at ‘None’ or ‘Selecting’, the target is not functional.

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Defining Target Groups
This section describes how to create target groups. Target groups are required in
following cases:
· To set overall call recording retention time. The retention time set on target group
level overrules all other retention time settings (except the one set by the OCCI).
· To set the feature ‘Preferred satellite’.
· As one of the criteria used to set rules in the Rules Engine.

Procedure

To define a target group, perform following steps:

1. Navigate to the Overview of all target groups, tabs cti integration > target groups.

Figure 100: Overview of All Target Groups

2. Click the Add button in the upper right-hand corner to display the target group
settings windows.

Figure 101:
Target Group
Name and
Description

3. Enter a Name and Description for this target group. Both are free text.

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 Figure 102: Target
Group Properties

4. In the Target group properties window, add following settings:

· Targets: Select the targets that are included in this group.

Use a hyphen (-) to enter a range. Separate individual targets or ranges by a
comma. Do not use spaces.
You can also use the Target picker button to select the targets of a group.
· Preferred satellite: From the dropdown menu, select the satellite that is
preferred for this group of targets. The menu shows all installed satellites, their
channel numbers and IP addresses. For details refer to subsection 0 ‘Preferred
Satellite’.
5. In the Target group retention field, fill in the call retention period for thie target s of
this group.

Figure 103: Target

Group Retention

NOTE: The call retention period set in this field, has priority over all other call
retention settings (user group, user, channel group, default).
However, target group retention is overruled by the retention period set by the
Open Call Controller Interface (OCCI) Client, if installed.

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Configuring Database Fields
In the Web GUI, you specify which call data you have to use in your recordings.
1. From the main window, click the recorded calls > column selection tabs. The
selection overview window opens:

Figure 104: Selection Overview: Database Fields

The column Available columns displays the complete list of available call data. The
column Currently selected columns represents the call data that are currently in
use.
2. Add a field to be used in recordings by double-clicking it in the left column (or single-
clicking it and using the Right arrow button).
3. Delete a field by double-clicking it in the right column (or single-clicking it and using
the Left arrow button).

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 4. If necessary, move the fields in the Currently selected columns list using the up
and down arrows. You can select more fields at the same time by holding the shift
key, or use the Select all button to select all fields.
5. Click the button Save a snapshot to save your view. In the field Store view as a
default name appears.
6. Define a name for your view (or use the default).
7. Select the checkbox Share this view if the created view must also be accessible to
other users.
8. Click OK. The view is added to the list Load a view at the right.
9. Click Apply view to switch to the tab calls listing. The list shows the columns you
selected in your view.
10. To show the calls listing in a different view,
a. Go back to the tab column selection
b. Select a view by clicking on it in the list Load a view.
c. Click the button Apply view.

NOTE: you can select one of the views as a default for the calls listing. In the tab my
account > my settings, select the desired view in the pane Calls preferences for user
account (…).

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Renaming CTI Servers
If so desired, you can change the name (alias) of a CTI Server. This is optional.
For this, perform following steps:
1. In the Web GUI, click the tabs cti integration > cti servers. The window Overview of
all CTI Servers appears:

Figure 105: CTI Servers Overview

2. In the overview, click the desired CTI Server to show its CTI server setup pane:

Figure 106: CTI Server Setup Pane

3. Assign an unambiguous name to this CTI Server.

4. Click Save changes. From now on, this name is used in all menus and fields that
refer to this CTI Server.

IMPORTANT
If the link controller alias includes the CTI Server name/alias (for example,
‘CISCOLNK01 on CTI Server 1’), it does not change when you change the CTI
Server name/alias.
You have to adapt it manually in the General Link Settings window. See ‘Configuring
the Link Controllers’ on page 103 and 106.

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 Next Step

After performing this section, you have completed the configuration of

CyberTech / Cisco Active CTI IP Recording Solution. You can now start testing the
functionality of the system (chapter 0).

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 8
Pre-production Testing
This chapter describes the necessary actions to verify that the installed and configured
NICE / Cisco Active CTI IP Recording Integration works correctly.
You achieve this by performing following main tasks:
· Verifying the CTI Connectivity
· Testing the Basic Functionality

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Verifying the CTI Connectivity
Carry out the following steps to test basic network connectivity between the NICE
Recording system and the Cisco CUCM.

Step Action Expected Result Result

NICE Recording system and CUCM
1. Ping the CUCM from the NICE ICMP replies from CUCM. No
Recording system. packet loss.
2. Ping the NICE Recording system ICMP replies from the NICE
from the CUCM. Recording system. No packet loss.
3. Open the CUCM interface from CUCM interface opens.
the NICE Recording system.
4. Ping the NICE Recording system ICMP replies from the NICE
from the IP phones. Recording system.
No packet loss.
5. Ping the IP phones from the ICMP replies from the IP
NICE Recording system Telephones. No packet loss.
CTI Servers and CUCM
6. Start the CTI Server and verify if Connection established.
it can connect to the CUCM.
7. Start the second CTI server (if Connection established 2
present) and verify if it can Connection established 3
connect to the CUCM. Connection established 4
Repeat this for all CTI Servers.
8. Install Wireshark and verify that Phones receive RTP / UDP traffic.
the phones receive RTP / UDP
traffic

Table 15: CTI Connectivity

IMPORTANT
If the test fails, verify and modify the IP configuration (for example, disable the
firewall).

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Testing the Basic Functionality
This section contains basic test cases for verifying the correct functioning of the
NICE / Cisco Active CTI IP Recording Integration. They are:
· Inbound Calls
· Outbound Calls
· Transfer Inbound Calls (Supervised)

Inbound Calls
This test verifies that the NICE / Cisco Active CTI IP Recording Integrationsuccessfully
performs the following tasks:
· Selectively record inbound calls
· Log call details into the call database
· Playback call audio

Step Action Expected Result Result

1. Make an inbound call: The inbound call is

a. Create an inbound call to recorded.
extension B.
b. Answer the call, and write down
the exact start time.
c. Speak for at least 10 seconds.
During the call, verify in the
Selection Overview of the Web
GUI that the Target state is
Recording while in recording
(after refresh).
d. Let the CALLER hang up.
e. Write down the exact end time and
duration of the call.

2. Look up the call details the Web GUI. The call details (start
time, end time, duration,
call direction) are visible
and correct.
3. Playback the call audio. The call audio is clearly
audible. The audio is not
interrupted or truncated.

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 Step Action Expected Result Result
4. Make an inbound call: The inbound call is
a. Create an inbound call to recorded.
extension B.
b. Answer the call, and write down
the exact start time.
c. Speak for at least 10 seconds.
During the call, verify in the
Selection Overview of the Web
GUI that the Target state is
Recording while in recording
(after refresh).
d. Let the CALLED hang up.
e. Write down the exact end time and
duration of the call.

5. Look up the call details the Web GUI. The call details (start
time, end time, duration,
call direction) are visible
and correct.
6. Playback the call audio. The call audio is clearly
audible. The audio is not
interrupted or truncated.

Table 16: Inbound Call

Outbound Calls
This test verifies that the NICE / Cisco Active CTI IP Recording Integration successfully
performs the following tasks:
· Correctly record outbound calls
· Log call details into the call database
· Playback call audio

Step Action Expected Result Result

1. Make an outbound call: The outbound call is
a. Create an outbound call by having recorded.
agent extension B dial to an
external destination.
b. Answer the call, and write down the
exact start time.
c. Speak for at least 10 seconds.
During the call, verify in the
Selection Overview of the Web GUI
that the Target state is Recording
while in recording (after refresh).
d. Let the CALLER hang up.
e. Write down the exact end time and
duration.

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 Step Action Expected Result Result
2. Look up the call details the Web GUI. The call details (start
time, end time, duration,
call direction) are visible
and correct.
3. Playback the call audio. The call audio is clearly
audible. The audio is not
interrupted or truncated.
4. Make an outbound call: The outbound call is
a. Create an outbound call by having recorded.
agent extension B dial to an
external destination.
b. Answer the call, and write down the
exact start time.
c. Speak for at least 10 seconds.
During the call, verify in the
Selection Overview of the Web GUI
that the Target state is Recording
while in recording (after refresh).
d. .Let the CALLED hang up.
e. Write down the exact end time and
duration.

5. Look up the call details the Web GUI. The call details (start
time, end time, duration,
call direction) are visible
and correct.
6. Playback the call audio. The call audio is clearly
audible. The audio is not
interrupted or truncated.

Table 17: Outbound Call

Transfer Inbound Calls (Supervised)

This test verifies that the NICE / Cisco Active CTI IP Recording Integration successfully
performs the following tasks:
· Correctly record inbound calls for transfer
· The inbound call is put on hold and transferred to another extension
· Log call details into the call database
· Playback call audio

NOTE: Only the transfer type 'Supervised' is described here.

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 Step Action Expected Result Result
1. Make an inbound call for supervised The inbound call is
transfer: recorded.
a. Create an inbound call to agent
extension B.
b. Answer the call at agent extension B,
and write down the exact start time.
c. Speak at extension B for at least 10
seconds. During the call, verify in the
Selection Overview of the Web GUI
that the Target state is Recording
while in recording (after refresh).
DON'T HANG UP; continue this call in
the next step.

2. Put the inbound call on HOLD and transfer The inbound call is
it to agent extension A: transferred.
a. On extension B, put the inbound call on
HOLD and make an internal call to
agent A.
b. Answer the call at agent extension A,
and speak for at least 10 seconds.
c. Transfer the inbound held call to agent
extension A.
d. Speak at extension A to the inbound
call (external party) for at least 10
seconds.
e. Hang up the call.
f. Write down the exact end time and
duration.

3. Look up the call details the Web GUI. The call details (start
time, end time,
duration, call direction)
are visible and correct.
4. Playback the call audio. The call audio is
clearly audible. The
audio is not
interrupted or
truncated.

Table 18: Supervised Transfer

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 9
Appendices
· Appendix A Terminology 132
· Appendix B Quick Install Reference 134
· Appendix C Site Survey 136
· Appendix D File Locations 141
· Appendix E Additional Procedures 143
· Appendix F Network Time Protocol 149
· Appendix G Setting up Secure Links 154
· Appendix H CUCM Configuration 171
· Appendix I Linking Targets to Users 176
· Appendix J Change, Repair or Remove 179
· Appendix K Upgrading from Cisco Active IP 3.x 183
· Appendix L Supported Phone Types 187
· Appendix M Troubleshooting 189

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Appendix A Terminology
This appendix contains an overview of relevant abbreviations and terms used in this
manual.

Abbreviations and Terms

Item Description
Agent Call-center employee who can log on to an extension
Agent ID Identification of an agent who is involved in a call (logged in on a phone)
Answering party Party who answers a call
API Application Programming Interface
BIB Built-in-Bridge
Call Controller A service linking to the recorder database which reads configuration
details for installed CTI Devices. The Call Controller processes all CTI
Device messages to determine when to start and stop recording for a
specific recording target
Call ID Call identification used in a PBX system. Each call is assigned a unique
call id by the PBX. It is not unique across multiple PBX systems
Call ID multi PBX Unique Call ID for multiple linked PBX
Called Party Party that receives a call (called DDI).
Calling Party Party that initiates a call (called DNIS/CLI).
CCLC Call Controller Link Controller protocol
CDR Call Detail Record. Metadata describing all call information like start time,
end time, duration, phone numbers and names of the parties in the call, ID
of the line on which the call was made, etc.
CLI Calling Line Information
CN Common Name
CTI Computer Telephony Integration
CUCM Cisco Unified Communications Manager (from version 4.3 onwards;
before that it was named ‘Cisco Unified CallManager’)
Conferencing Parties List of parties involved in a transfer or conference
DLU Device License Unit
DSC 1. Digital Selective Calling
2. Digital Speech Converter (‘Parrot-DSC card’)
ESD Electrostatic Discharges
Extension (target type) Recordable line number. In Database known as ’phone number’
Extension mobility Also known as ‘free seating’
GUI Graphical User Interface
IIS Internet Information Services, a set of Internet-based services for servers
using Windows
IP Internet Protocol
ITSP Internet Telephony Service Provider
JTAPI Java Telephony Application Programming Interface

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 Item Description
Last Cause Last cause for a CTI event (On hook, Transfer complete, etc.)
Last Party Last party in a call (transferring party) who initiated the transfer or
conference to a target
Link Controller Interface between NICE Call Controller and Cisco call controller
Monitor Tool (NICE) CT Recording Solution Monitor
NICE Recording (NR) Previously known as “CyberTech Recording System”
NTP Network Time Protocol
OCC(I) Open Call Controller (Interface)
P(A)BX Private (Automatic) Branch eXchange.
Partition Cisco specific: collection of route patterns. E.g. a Directory Number can
belong to one of the specific partitions of ‘call destination’
PSTN Public Switched Telephone Network
Recorder A server with recording channels: All-in-One system, Core Server with
channels, or Satellite.
Redundancy Duplication of critical hardware or software components for resilience
purposes
Resilience Ability to provide and maintain an acceptable level of service in the case
of problems and failures during normal operation
Ringing Party Party a call was ringing on
SCCP Skinny Client Control Protocol (Cisco proprietary protocol)
SIP Session Initiation protocol
SRST Survivable Remote Site Telephony
SRTP Secure Real-time Transport Protocol
SSL Secure Socket Layer
Target Recordable unit (extension)
TCP Transmission Control Protocol
Terminal ID Hardware identification of a device (phone set or soft phone). Starts with
‘SEP’ and contains the MAC address.
TLS Transport Layer Security
Trunk ID Identification of a trunk.
UDP User Datagram Protocol
VoIP Voice over Internet Protocol
Table 19: Terminology

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Appendix B Quick Install Reference
This appendix contains an overview for the installation engineer. It contains the main
steps for installing, configuring, and testing the NICE / Cisco Active CTI IP Recording
Integration.
Each step refers to the associated section in this manual where you can find additional
information.
Refer to ‘NICE Recording Manuals’ on page 13 for a complete overview of reference
manuals.
The NICE contact person must make sure that the NICE installation engineer has a copy
of the required installation or upgrade data on a CD.
See next page.

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 Quick Install Reference
Step Description Procedure Page
Preparation
1. Installing Parrot-DSC Cards (if applicable) Procedure P01 46

2. Installing/Updating Firmware (if applicable) Procedure P01 46

3. Adding VoIP Support Procedure P02 48

4. Loading Licenses (depending on license type):

· Loading Licenses - Parrot-DSC Based; or Procedure P03 50
· Loading Virtual or USB Dongle Licenses Procedure P04 52

5. Configuring the First VoIP Instance Procedure P05 55

6. Configuring Further VoIP Instances (if applicable) Procedure P06 57

7. Making the Licensed Channels Available Procedure P07 58

8. Disabling IPv6 Protocol Procedure P08 59

9. Checking Network Time Protocol Synchronization 60

Installation
10. · Installing on Configuration 1 (All-in One) 64
or:
· Installing on Configuration 2 or 3 73
· Installing on the Core Server 73
· Installing on a Satellite 82
· Installing on a Dedicated CTI Server 88

Configuration
11. Defining Channel Groups 99
12. Configuring the Link Controllers 102
· Configuring a JTAPI Link 103
· Configuring a SIP Server Link 106

13. Defining Link Groups 110

· Configuring Link Groups 110
· Configuring a Failover Link 113

14. Defining Targets 116

15. Defining Target Groups 119
16. Configuring Database Fields (optional) 121
17. Renaming CTI Servers (optional) 123
Table 20: NICE / Cisco Active CTI IP Recording Integration:
Quick Install Reference

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Appendix C Site Survey
This Site Survey contains checklists that the installation engineer can use to verify that
all client-specific precondition s are met for successful connectivity.
It contains the following checklists:
· Cisco CUCM
· Open Port Configuration
· Cisco Active IP Installation Kit
· NICE Recording

Cisco CUCM
Step Description Result Remarks
1. What is the version of the CUCM?
2. What is the IP address of the CUCM?
3. What is the application user name for CUCM
access for JTAPI? (Refer to Appendix H
‘Configuring the CUCM for Non-Secure
Links’ for details.)
4. What is the password for CUCM access for
JTAPI? (Refer to Appendix H, ‘Configuring
the CUCM for Non-Secure Links’ for details.)
5. Which port is used to talk to CUCM?
(Necessary for the Cisco JTAPI Link
Controller)
6. Which port is used to talk to the SIP Server?
(Necessary for the SIP Server Link
Controller)
7. Which phone types are used?
8. Which phones need to be recorded?
(Extension numbers from… to…)
9. Which codec(s) is/are used in this
installation?
Table 21: Site Survey - Cisco Settings

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Open Port Configuration
This checklist describes the open port configuration for the Cisco Link Controller, the
Call Controller and the SIP Server.
No. Description Ports to Protocol YES/N Remarks
open O
JTAPI Link Controller
1. JTAPI 2748 TCP
2. Secure JTAPI 2749 TCP
3. Communication with the call controller 4246 TCP
Call Controller
4. Communication with the CTI receiver 4245 TCP
5. Communication with the link controller 4246 TCP
and the SIP Server
6. Communication with the database 3306 TCP
SIP Server
7. SIP 5060 UDP/TCP
8. Secure SIP 5061 TCP
9. Communication with the call controller 4246 TCP
Table 22: Site Survey - Open Port Configuration

TIP: Consult the NICE Recording 6.2.x – OS Hardening Manual for details about port
configuration.

NOTE: Consult your NICE contact person when you need to add more ports.

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Cisco Active IP Installation Kit
Step Description Y/N Remarks
General
1. Have all CTI Servers the hardware requirements as
described in ‘NICE Recording Hardware Requirements’?
2. Is the correct version of CyberTech Recording System
software available? If YES, on which location?
3. Is installation kit Cisco_Active_IP_6.0.x available?
If YES, on which location?
4. Are licenses available? If YES, on which location?
If applicable, are serial numbers for the Parrot-DSC
cards available?
5. Is the NICE firmware kit cti_vox_voip_32 available?
If YES, on which location?
6. Is NICE PrtSRTP.dll software available? (Necessary for
secure recording only.) On which location?
7. Is WireShark software available?
Core Server / All-in-One System
8. ONLY for Parrot-DSC based licenses: has the system
(All-in-One box or Core Server in configuration 2) at
least two PCI or PCI-E slots available? (One for the
JTAPI license and one for the SIP Server license)
9. Are details of the local Windows administrator account
available? If YES:
· Username
· Password
10. Are network details available? If YES:
· IP address
· Subnet mask
· Default gateway
· Domain name
Satellite System
11. Are details of the local Windows administrator account
available? If YES:
· Username
· Password
12. Are network details available? If YES:
· IP address
· Subnet mask
· Default gateway
· Domain name

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 Step Description Y/N Remarks
CTI Servers
13. Are details of the local Windows administrator account
available? If YES:
· Username
· Password
14. CTI Server 1: are network details available? If YES:
· IP address
· Subnet mask
· Default gateway
· Domain name
15. CTI Server 2: are network details available? If YES:
· IP address
· Subnet mask
· Default gateway
· Domain name
16. CTI Server 3: are network details available? If YES:
· IP address
· Subnet mask
· Default gateway
· Domain name
17. CTI Server 4: are network details available? If YES:
· IP address
· Subnet mask
· Default gateway
· Domain name

Table 23: Site Survey - Cisco Active IP Installation Kit

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NICE Recording
Step Description Y/N Remarks
1. Is NICE Recording configured and correctly installed
with the appropriate version?
2. Are the NICE and Cisco components in the same V-
LAN/network environment?
3. Is the NICE Recording enabled for VoIP/CTI?
4. Did the Cisco distributor configure the CUCM? Refer
to Appendix H ‘CUCM Configuration’ for details.
5. Is recording enabled on the phone devices in the
CUCM?
6. Is recording enabled on extension numbers in the
CUCM?
Table 24: Site Survey - NICE Recording

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Appendix D File Locations
This appendix describes where you can locate the relevant NICE / Cisco Active CTI IP
Recording Integration files after the installation has been carried out. These locations
depend on the Windows Server platform used.
The following table contains an overview of the relevant paths per Operating System
platform.

NOTE: In this list, drive C:\ is assumed to be the standard location for the program files.
If applicable, replace it by the actually used drive letter.

Version Windows Platform Path

Integration Software

6.0 or higher Server 2003 (R2) C:\Documents and Settings\All Users\

Application Data\CyberTech

6.0 or higher Server 2008 (R2) C:\ProgramData\CyberTech

INI Files

6.0 or higher Server 2003 (R2) C:\Documents and Settings\All Users\ Application
Data\CyberTech\ INI_Files

6.0 or higher Server 2008 (R2) C:\ProgramData\Cybertech\INI_files

DLL Files

6.0 or higher Server 2003 (R2) C:\ Program Files\CyberTech\Recorder\ ParrotDSC

6.0 or higher Server 2008 (R2) C:\Program Files (x86)\CyberTech\Recorder\ ParrotDSC

Table 25: File Locations

See page 11 for an overview of NICE Software Versions.

See page 36 for an overview of supported Operating Systems

NOTE: You can also view the contents of the INI files in the NICE/CT Web GUI.
Refer to Appendix E, ‘Viewing the Contents of INI Files’ on page 148 for more
information.

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 <BLANK PAGE>

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Appendix E Additional Procedures
Stop/Start All Services
When preparing an installation, it is necessary to replace or add DLL or INI files. Before
you can perform these actions, you must stop one or more services. Services can be
dependant: you can only stop them if other services are stopped first.
In such cases, it is advisable to stop all “CyberTech” services, which is easier and quicker
than stopping and starting selected services one by one.
Follow the instructions below.

Stop All Services

1. Open the Monitor Tool, using the icon on your desktop. The Monitor window
appears, showing the list with the states of all “CyberTech” services.
2. Click the button Stop services in the lower right-hand corner of the Monitor
window. All “CyberTech” services are stopped one by one.

Figure 107: Monitor Tool – System Status List

3. Only the DSC Service keeps on running. To stop it, wait until all services have
stopped, then click the button Stop services again.
Now you can proceed with the main procedure.

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Start All Services
1. Open the Monitor Tool, using the icon on your desktop. The Monitor window
appears, showing the list with the states of “CyberTech” all services.

Figure 108: Monitor Tool – System Status List

2. Click the button Start services at the bottom of the Monitor window. All
“CyberTech” services are started one by one, including the DSC Service.
Now you can proceed with the main procedure.

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Stop/Start a Single Service
This procedure describes how to stop and start a single service, using the System Status
List of the Monitor Tool.
When you stop an individual service, the Controller Service tries to re-start it. On the
CTI Server, the Controller Server is referred to as ‘Service Monitor’.

IMPORTANT
Before stopping a service, first stop the Controller Service/Service Monitor.

Stop the Service

1. Open the Monitor Tool, using the icon on your desktop. The Monitor window
appears, showing the list with the states of all services.

Figure 109: Monitor Tool – System Status List

2. Press [Ctrl] + [Space] to activate the individual Start/Stop buttons.

3. Press the button that shows the required service (in the example below: Stop
Recording Service).

The indicator will turn to yellow first, then to red. The (Recording) Service stops.
Now you can proceed with the main procedure.

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Start the Service
1. Open the Monitor Tool, using the icon on your desktop. The Monitor window
appears, showing the list with the states of all services.

Figure 110: Monitor Tool – System Status List

2. Press [Ctrl] + [Space] to activate the individual Start/Stop buttons.

3. Press the button that shows the required service (in the example below: Start
Recording Service.

The indicator will turn to yellow first, then to green. The (Recording) Service starts.
4. If applicable, you must also restart the Controller Service.

Now you can proceed with the main procedure.

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Logging On to the Web GUI
To configure, monitor and operate the NICE / Cisco Active CTI IP Recording Integration,
you use the NICE/CT Web GUI. This is a web interface in the standard browser window.
It contains various options grouped into tabbed menus (or ‘tabs’ for short).

NOTE: In the configuration examples, the Web GUI of NICE Recording version 6.0 is used.
The Web GUI of NICE eXpress has a different look and feel, but functions identically.

Instructions
1. In the browser window's address bar, type:

· the IP address of the Core Server, when accessing from a

different workstation, or
· http://localhost, when accessing from the Core Server itself. In this
case you can also use the icon CyberTech Recording Solution
Application.
Now, the login page of the web
interface is shown:

Figure 111: Web GUI – Logon

2. Check if the tab Main Administration is active.

3. Type the user name and password, with Administrator rights.

4. Click the button to the right of the Password field, or press [Enter].
The main window of the Web GUI appears:

Figure 112: Web GUI – Main window

From here onward, you can select the required tabs.

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Viewing the Contents of INI Files
You can use the NICE/CT Web GUI to view the contents of several INI files.

NOTE: The tab Configuration Management is disabled by default. To enable it,

consult the NICE Recording 6.2.x - Installation Manual.

Procedure
Log on to the Web GUI (see procedure above).
1. Click the system configuration > configuration management tabs. The window
Overview of all nodes appears:

Figure 113: Node Overview

2. Click the name in the column Hostname (Core Server or Satellite) for which you
want to view the INI files. The pane Configuration files overview appears.
3. Click the radio button next to an INI file to view its contents.

Figure 114: Content of INI File

NOTE: The INI files shown in red font are related to NICE Recording. The others are
INI files of the integration.

Calculating the Log File Size

Log files are used for troubleshooting. They may grow into huge files. The amount of
(extra) space that needs to be reserved for the call controller and the link controller log
files is 5 MB per channel. The formula is:
The formula is:
Total log file size (MB) = 5 x [number of extensions]
So, for example, for 500 extensions you calculate 2.5 GB space.

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Appendix F Network Time Protocol
For proper functioning of the recording integration, is extremely important that all
servers in the system refer to one single clock time standard. For this, all servers and
workstations in the recording integration must be equipped with the NTP (Network Time
Protocol) time service, and synchronized.

IMPORTANT
Installing the Network Time Protocol disables the Windows Time Service.

Installing Network Time Protocol

This section describes how to install NTP. It describes following topics:
· Preparation
· Installing and Configuring NTP
· Check NTP Status
· Configure NTP after Installation

Preparation
· For installation and configuration of the Network Time Protocol, it is strongly
recommended to use the file [email protected]. You can
download it at www.meinberg.de. Check this site regularly for updates.
· Verify with the customer the IP address(es) of the NTP server(s) used at the
customer’s site.

Installing and Configuring NTP

1. Double-click the file [email protected], to start installing the
NTP service.
It is installed as
automatically started
service.
The License Agreement
window appears:
2. Read the license
agreement and click
I Agree.

Figure 115: NTP -

License Agreement

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 3. Now follow the installation windows.
While installing, adjust the settings as described below.
4. The Window Choose Install Location appears (not shown here):

· Destination folder: ‘C:\Program Files\NTP’ or ‘C:\Program Files (x86)\NTP’. Keep

default.
5. The Window Choose Components appears:

Figure 116: NTP – Choose Components

· Components to install: keep default (all checkboxes selected).

6. Click Next. The setup now starts installing the components.
The Window Configuration Options appears:

Figure 117: NTP -

Configuration
Options

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 Set the options as follows:
· Location of configuration file: ‘C:\Program Files\NTP\etc\ntp.conf’ or
‘C:\Program Files (x86)\NTP\etc\ntp.conf’. Keep default.
· Create an initial configuration file…: select. This will activate the other fields
shown.
· Want to use predefined public NTP servers…: None
· You can specify up to 9 NTP servers (…) you want to use: enter the IP
address of the primary time server (which will be stratum 1). The address in
Figure 117 is an example.
· Add a second IP address, which will be stratum 2. Use a comma to separate
it from the first.
· Use fast initial sync mode (iburst): select (default)
· Add local clock as a last resort reference: select.
· Stratum: fill in (stratum) 6 when you are installing NTP on the Core Server.
For Satellites, CTI Servers and all workstations, fill in (stratum) 12.

NOTE: This configuration ensures that all servers and workstations of the Recording
Integration synchronize to the primary time server (stratum 1), which is usually
directly connected to an atomic clock.
The stratum 2 time server is used as a backup in case the primary server fails.
If both time servers fail, the Core Server (stratum 6) will be leading.

7. When asked, open the generated configuration file ntp.conf to verify the settings.
Close it after checking.
8. Click Next. The Window
NTP Service Options
appears:

Figure 118: NTP - NTP

Service Options

· Select radio button Create and use a special NTP account.

· Select all checkboxes in this window (default)

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 9. Click Next. The Window NTP Service Account appears (not shown here).

· Enter a (free text) name for the NTPD account and the password.
Adhere to the customer’s naming and password policy.
10. Click Next. Wait until the installation completes. The Window Completing the
Network Time Protocol Setup Wizard appears (see Figure 119 below).

Figure 119: NTP - Completing the Network Time Protocol

Setup Wizard

11. Click Finish. You have now installed the Network Time Protocol.

Checking NTP Status

You can check the status of the Network Time Protocol in the Quick NTP Status file.
Location: see Figure 120 below.

Figure 120: NTP – Quick NTP Status

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Configuring NTP after Installation
After installation, you can easily re-configure the Network Time Protocol, using the file
ntp.conf. This is located in ‘C:\Program Files\NTP\etc’. Adjust the data lines that have no
hatch (#). See Figure 121 below.

Figure 121: NTP – Configuration file

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Appendix G Setting up Secure Links
This appendix describes the procedures to set up a secure JTAPI Link and a Secure SIP
Trunk. Both procedures require the support of a Cisco-certified engineer.

IMPORTANT
Perform these procedures only if you are using Secure JTAPI Links and/or
Secure SIP Trunk.

NOTE:
· The Secure SIP Trunk feature is supported by CUCM 7 and 8.
· Secure JTAPI is supported by CUCM 8.
· SRTP (secure audio) in combination with the Secure SIP Trunk feature is
supported by CUCM 8.

Setting up a Secure JTAPI Link

This section describes how to set up a secure JTAPI Link, by configuring it in the Cisco
Unified Communication Manager and the NICE/CT Web GUI.

IMPORTANT
Configuration of the CUCM must be done by a Cisco-certified engineer.

NOTE: When CTI Resilience is applied, each secure JTAPI link requires an extra
JTAPI link to be set up, with a dedicated certificate for the standby CTI servers. For
this, contact NICE Support. Refer to Appendix M for contact details.

Setting up CUCM for Secure JTAPI

Ask the Cisco-certified engineer to set up the CUCM for secure JTAPI, in accordance with
the settings described in Appendix H ‘Configuring the CUCM for Secure JTAPI’ on page
173

Configuring Secure JTAPI in NICE/CT Web GUI

1. Log on to the NICE/CT Web GUI. For details, consult Appendix E page 147.
2. Select the tabs cti integration > links to open the Overview of all links.
3. Click the desired JTAPI Link Controller, which already has been configured as a non-
secure link. Its General link settings and Connection settings panes appear:

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 Figure 122: JTAPI General Link and Connection Settings

4. Add the parameter settings for secure links in the General link settings pane. Use
lower case and capitals as shown in the list below.

Figure 123: JTAPI General Link Settings (Secure)

Parameters for secure links are:

· instanceID: variable (corresponds with CUCM configuration)
· ccmTFTPPort: 69 by default (corresponds with CUCM configuration)
· ccmCAPFPort: 3804 by default (corresponds with CUCM configuration)
· authCode: variable (corresponds with CUCM configuration)
· ccmTFTPAddress: IP address of the TFTP server in the CUCM cluster
· ccmCAPFAddress: IP address of the CAPF server in the CUCM cluster

NOTE: The values of these parameters are configured in the CUCM. Ask the Cisco-
certified engineer to provide you with these values. For more information how to
Configuring the CUCM for Secure JTAPI, refer to Appendix H, page 173.

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 IMPORTANT
Each JTAPI link controller needs its own, unique instanceID and authCode,
linked to the application user.

5. In the Connection settings pane, change the settings as shown below:

Figure 124: Cisco JTAPI Connection Settings (Secure)

· IP port: Reserved port number. Fill in 2749 for a secure JTAPI link.
· SSL enabled: Check this box to enable secure JTAPI.
6. Click the Save changes button (not shown) to return to the Link overview. In this
overview secure and non-secure links are not distinguished from each other.

Setting up a Secure SIP Trunk

The procedure is subdivided into six main steps. Some of these steps are performed by
a NICE installation engineer, others by a Cisco-certified engineer. This is mentioned
explicitly.
The main steps are:
1. Download certificate from CUCM (by Cisco-certified engineer)
2. Generate certificates (by NICE engineer)
3. Load certificate in CUCM (by Cisco-certified engineer)
4. Install certificates on SIP Server system (by NICE engineer)
a. Cisco certificate
b. Client certificate
c. Server certificate
5. Configure SIP Server (by NICE engineer)
6. Modify PrtVoIP.ini (by NICE engineer) – SRTP only
7. Configure CUCM (by Cisco-certified engineer)

Each of these steps is described in a separate subsection below.

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 Preconditions
· The presence of a Cisco certified engineer is required to perform the Cisco-specific
tasks.
· In the CUCM mixed mode must be enabled. Mixed mode enables security
possibilities, but also allows unsecure connections
· Cisco security tokens must be available.
· Verify that the integration software has placed the ‘security kit’ in the subfolder
‘\CTI\linkcontrollers\ciscosipserver\security’ of the NICE (CyberTech) installation
folder:

Figure 125: Security Kit for Secure Sip Trunk

NOTE: The location of the installation folder depends on the NICE Recording
version and the Windows platform used. Refer to Appendix D ‘File Locations’ for the
actual file paths.

Step 1 - Downloading the Certificate

First, the certificate must be downloaded from the CUCM.
This step must be carried out by a Cisco-certified engineer and is not described in this
manual.

Step 2 - Generating Certificates

After downloading, you must generate certificates.
1. Copy the downloaded CallManager certificate to the subfolder
‘\CTI\linkcontrollers\ciscosipserver\security’ of the CyberTech installation folder.
Refer to Appendix D ‘File Locations’ for the actual file paths.
2. Carry out the file make_cert.bat to generate the root, client and server certificates.

The Root certificate must be loaded in the CUCM by the Cisco-certified engineer. The
client, server, and call manger certificates are installed on the CTI Server.
3. In the command window that appears, type your personal data and a securing
password that apply to the generated certificates. Keep the following in mind:
· No spaces are allowed.
· Do not use the [Backspace] key when typing the password.

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 Figure 126: Personal Data & Password

4. Confirm your password and press [Enter]. After a successful generation of

certificates, the following window appears:

Figure 127: Successful Generation of Certificates

5. Verify that the data corresponds to the personal data as typed.

6. Verify that the following files have been
generated:

Figure 128: Generated Certificate Files

Step 3 - Loading the Certificate in CUCM

Load the generated certificate in the CUCM.
This step must be carried out by a Cisco-certified engineer and is not described in this
manual.

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Step 4a - Installing the Cisco Certificate on the SIP Server System
The next subsections describe the steps to install the Cisco Certificate, the Client
Certificate, and the Server Certificate on the SIP Server system.
1. Browse to the subfolder ‘\CTI\linkcontrollers\ciscosipserver\security’ of the
‘cybertech’ installation folder. Refer to Appendix D ‘File Locations’ for the actual file
paths.

Figure 129: Location of Certificate Installer

2. Double-click the file Certificate Console.msc. The Certificate Console window

appears (collapsed).
3. Expand the entry Certificates (Local Computer), and right-click the entry Trusted
Root Certification Authorities.

Figure 130: Certificate Console

4. In the context menu that appears, click the subsequent entries All Tasks >
Import… (see Figure 130 above). As a result, the window of the Certificate Import
Wizard appears:

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 Figure 131:
Certificate Import
Wizard

5. Click Next. The

window File to
Import is shown:

Figure 132: File to

Import

6. Click Browse, and browse to the security folder of the SIP Server.

Figure 133:
‘Security’
Folder

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 7. Select the call manager certificate CallManager.crt and click Open. The name of the
file appears in the File name field of the File to Import window:

Figure 134: Cisco Certificate

8. Click Next. The Certificate Store window appears:

Figure 135: Certificate Store

9. Verify f the default radio button Automatically select… is selected and click Next.
The following window appears:

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 Figure 136: Completing the Wizard

10. Click Finish to start the import process.

After successful import, the following

message is shown:

Figure 137: Successful Import

11. Click OK to close the wizard.

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Step 4b - Installing the Client Certificate on the SIP Server System
1. Browse to the subfolder ‘\CTI\linkcontrollers\ciscosipserver\security’ of the
‘cybertech’ installation folder. Refer to Appendix D ‘File Locations’ for the actual file
paths.

Figure 138: Location of Certificate Installer

2. Double-click the file Certificate Console.msc. The Certificate Console window

appears (collapsed).
3. Expand the entry Certificates (Local Computer), and right-click the entry Trusted
Publishers

Figure 139: Certificate Console

4. In the context menu that appears, click the subsequent entries All Tasks >
Import… (see Figure 139 above). As a result, the Certificate Import Wizard appears:

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 Figure 140: Certificate Import Wizard

5. Click Next. The window File to Import is shown:

Figure 141: File to Import

6. Click Browse, and browse to the security folder of the SIP Server.
7. In the drop down box next to the field Files of type, select the file type ‘Personal
Information Exchange (*.pfx, *.p12)’:

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 Figure 142:
PFX files in
‘Security’
Folder

8. Select the client certificate Client.pfx and click Open. The name of the certificate file
is shown in the File name field.

Figure 143: Client

Certificate

9. Click Next. The Password window opens:

Figure 144:
Password

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 10. Type the same password that you used when generating the certificates (see section
‘Step 2 - Generating Certificates’ on page 157).
11. Select the checkbox Mark this key as exportable. This allows you to back up or
transport your keys at a later time.
12. Click Next. The Certificate Store window is shown:

Figure 145: Certificate Store

13. The correct destination is already selected, so click Next. The Completing the
Certificate Import window is shown:

Figure 146: Completing the Wizard

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 14. Click Finish to start the import process. After successful import, the following
message is shown:

Figure 147: Successful Import

15. Click OK to close the wizard.

Step 4c - Installing the Server Certificate on the SIP Server System

Carry out the same steps as described for the Client Certificate. In the File name field,
you now select the file server.pfx (instead of client.pfx).

Step 5 - Configuring the SIP Server in the CT Web GUI

As a final step on the “NICE side”, this section describes how to configure the secure SIP
Server link, using the NICE/CT Web GUI.
1. Log on to the Web GUI. For details, consult Appendix E, page 147.
2. Select the tabs cti integration > links to open the Overview of all links:

Figure 148: SIP General Link and Connection Settings

3. Click on the link representing the SIP Server (‘CISCOSIP01’ in the example above) to
modify its settings. Its non-secure parameters have been set during the configuration
of all link controllers (subsection 0 Configuring a SIP Server Link)

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 4. In the General link settings, add the following link parameters:

· In all cases of secure SIP:

· servercertname=SipServer
· Clientcertname=SipClient
This means that the SIP Server will use the CN (common name) of the SIP Server
certificate and the SIP Client certificate (for instance ‘SipServer’ and ‘SipClient’) that
you previously installed on the CTI Server.
· Secure SIP with SRTP enabled
· usesrtp=yes
This enables secure RTP together with the secure SIP connection.
Leave this parameter out, if secure RTP is not used,

Figure 149: General Link Settings (Secure SIP Server with SRTP)

· Secure SIP used with multiple link groups

· sipaddress=<IP address of network adapter> (IPv4)
This parameter is also required for non-secure SIP, and should already have
been added. See chapter 7, section ‘Configuring a SIP Server Link’ on page 106.

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 5. In the Connection settings, do the following:

· Set the IP port value to ‘5061’.

· Select the SSL enabled check box so that the SIP Server accepts secure
connections.
· Leave the other fields empty.

Figure 150: Connection Settings

6. Click the Save changes button.

Step 6 - Modifying PrtVoIPx.ini (SRTP only)

IMPORTANT
Perform these steps only if you are using secure RTP. Otherwise, skip this
section.

1. Go to the folder where the INI files are located. Refer to Appendix D for the location
of this folder.
2. Make a backup of the file PrtVoIP0.ini and the file PrtVoIP1.ini (if present).
3. Open the PrtVoIP0.ini for editing. It looks like the following:

...
LoadWinPCap=0
LicComMode=0
BoardSerialHigh=12
BoardSerialLow=0
BoardType=156
BoardCustomer=24000
ChannelsInitValue=61680
MaxSrtpKeyDelay_ms=2000
...

Figure 151: PrtVoIP0.ini

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 4. Manually type following parameters in the file, directly below the line
‘MaxSrtpKeyDelay_ms=….’:
· ReuseOldSrtpKey=1
· UseNewSrtpKeyEarly=0
Now, the file looks like the following:
...
LoadWinPCap=0
LicComMode=0
BoardSerialHigh=12
BoardSerialLow=0
BoardType=156
BoardCustomer=24000
ChannelsInitValue=61680
MaxSrtpKeyDelay_ms=2000
ReuseOldSrtpKey=1
UseNewSrtpKeyEarly=0
...

Figure 152: PrtVoIP0.ini (for Secure RTP)

5. Save the PrtVoIP0.ini.
6. Repeat these steps for the PrtVoIP1.ini (if present).

NOTE: PrtVoIP1.ini is present if a second instance of the cti_vox_voip_32 is

used.

7. Reboot the system.

IMPORTANT
Be sure to REBOOT the NICE Recording system after a firmware update
to apply your changes.

Step 7 - Configuring the CUCM

As a final step on the Cisco side, you have to Configuring the CUCM for Secure SIP
Trunk. This procedure is described in Appendix H on page 173.

IMPORTANT
Configuration of the CUCM must be done by a Cisco-certified engineer.

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Appendix H CUCM Configuration
This appendix contains the procedures necessary for the Cisco-certified engineer to
configure the Cisco Unified Call Manager (CUCM) properly.

IMPORTANT
The procedures described in this appendix must be performed by a Cisco-
certified engineer.

This section describes how to

· Configuring the CUCM for Non-Secure Links
· Configuring the CUCM for Secure JTAPI
· Configuring the CUCM for Secure SIP Trunk

Configuring the CUCM for Non-Secure Links

This procedure describes how to configure the CUCM, in case the NICE / Cisco Active CTI
IP Recording Integration does not have secure link controllers (JTAPI and SIP Server).
1. Enable the Cisco CTI Manager service on the CUCM.
2. Make the Devices CTI enabled
3. Make the Extensions CTI enabled. (Note that Cisco uses the term ‘Directory Number’
instead of ‘Extension’).
4. Create an application user for CUCM access for each link group
5. Write down the username and password for this user.
6. Put all recording devices in the Controlled Devices list for this user.
7. Add at least the following Roles for the permissions for this user:

· ‘Standard CTI Enabled’

· ‘Standard CTI Allow Call Recording’
· ‘Standard CTI Allow Control of Phones supporting Connected Xfer and conf’*

IMPORTANT
*Set this permission only if IP phones of the series 99xx, 89xx and/or 69xx
are in use.

8. Create a new SIP Trunk Security Profile or select an existing one.

9. Set the security value to ‘Non Secure’.
10. Set the Outgoing Transport Type to ‘TCP’ (default). The use of ‘UDP’ is only
recommended if specifically required by the configuration.
11. Leave the value of Incoming Port at ‘5060’.
12. Select all checkboxes starting with Accept.

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 13. Save the Security Profile.
14. Create a new SIP Trunk that points to the IP address of the NICE SIP Server.
15. Set Calling Line ID Presentation to ‘Allowed’.
16. Set Calling Party Selection to ‘Allowed’.
17. In the field Destination Address, type the IP address of the CTI server.
18. Enter 5060 (default SIP port) in field Destination Port.
19. Select the SIP Trunk Security Profile you just created or edited.
20. Select the SIP Profile. If you did not change the system default settings, you can
select the standard SIP Profile.
21. Click Save to confirm the Trunk configuration.
22. Create a new Route Group for the NICE SIP Trunk.
23. Create a new Route List for the new Route Group.
24. Create a new Route Pattern for the new Route List, with a new extension (for
example, ‘4101’).
25. Set Call Classification to ‘OnNet’.
26. Disable all checkboxes directly below Call Classification.
27. Allow all Connected Party Transformations.
28. Create a Recording Profile for the NICE SIP Server Link Controller (SIP Trunk) that
points to the number you defined for the route pattern.
29. Enable the Built In Bridge on the devices that need to be recorded.
30. Be sure the Device only uses G.711, G.729, or G.722 by selecting/creating the
correct Regions and Device Pools.
31. In the Directory Number Information, edit the Line Appearance for each device.
Do this for every Directory Number that needs to be recorded.
32. Set Recording Option to one of the following:

· ‘Application Invoked Call Recording Enabled’

· ‘Automatic Call Recording Enabled’
33. For the Recording Profile, select the newly created Recording Profile that points to
the NICE SIP Server.
After completion of this step, the CUCM has been properly configured for use with non-
secure links.

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Configuring the CUCM for Secure JTAPI
This procedure describes how to configure the CUCM, in case the NICE / Cisco Active CTI
IP Recording Integration has secure JTAPI link controllers.
1. Enable the Cisco CTI Manager service on the CUCM.
2. Make the Devices CTI enabled
3. Make the Extensions CTI enabled. (Note that Cisco uses the term ‘Directory Number’
instead of ‘Extension’.)
4. Create an application user for CUCM access for JTAPI.
5. Write down the username and password for this user.
6. Put all recording devices in the Controlled Devices list for this user.
7. Add at least the following Roles for the permissions for this user:

· ‘Standard CTI Enabled’

· ‘Standard CTI Allow Call Recording’
· ‘Standard CTI Secure Connection’
· ‘Standard CTI Allow Control of Phones supporting Connected Xfer and conf’*

IMPORTANT
* Set this permission only if IP phones of the series 99xx, 89xx and/or 69xx
are in use.

8. For each link controller in a link group, create an Application User ‘CAPF’ profile for
created application user.
9. Write down Instance Id and Authentication String for these Application User CAPF
profiles.
After completion of this step, the CUCM has been properly configured for use with
secure JTAPI links.

Configuring the CUCM for Secure SIP Trunk

This procedure describes how to configure the CUCM, in case the NICE / Cisco Active CTI
IP Recording Integration has secure SIP Server link controllers.
1. Create a new SIP Trunk Security Profile.
2. Set the Device Security Mode to ‘Encrypted’.
3. Verify that the Incoming Transport Type & Outgoing Transport Type are
automatically set to ‘TLS’.
4. For X.509 Subject Name, type the name of the server certificate used for
encryption. (The default value is ‘SipServer’ if you are using the NICE/CT Certificate
Generator.)
5. Set the Incoming Port to ‘5061’.
6. Select all checkboxes starting with Accept.

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 7. Save the Security Profile.
8. Create a new SIP Trunk that points to the IP address of the NICE SIP Server.
9. If SRTP must be enabled, select the checkbox SRTP Allowed.
In this case, encrypted TLS must be configured in the network to provide end-to-end
security

IMPORTANT
If encrypted TLS is not set in the network, encryption will not be functional,
and key strokes and other information are shown.

10. Set Calling Line ID Presentation to ‘Allowed’.

11. In the field Destination Address, type the IP address of the CTI server
12. Set Calling Party Selection to ‘Allowed’.
13. Enter 5061 (default secure SIP port) in field Destination Port.
14. Select the secure SIP Trunk Security Profile you just created.
15. Select the SIP Profile. If you did not change the system default settings, you can
select the standard SIP Profile.
16. Click Save to confirm the Trunk configuration.
17. Create a new Route Group for the NICE SIP Trunk.
18. Create a new Route List for the new Route Group.
19. Create a new Route Pattern for the new Route List, with a new extension (for
example, ‘4101’).
20. Set Call Classification to ‘OnNet’.
21. Disable all checkboxes directly below Call Classification.
22. Allow all Connected Party Transformations.
23. Create a Recording Profile for the NICE SIP Server Link Controller (SIP Trunk) that
points to the number you defined for the route pattern.
24. Enable the Built In Bridge on the devices that need to be recorded.
25. Be sure the Device only uses G.711, G.729, or G.722 by selecting/creating the
correct Regions and Device Pools.
26. In the Directory Number Information, edit the Line Appearance for each device.
Do this for every Directory Number that needs to be recorded.
27. Set Recording Option to one of the following:

· ‘Application Invoked Call Recording Enabled’

· ‘Automatic Call Recording Enabled’
28. For the Recording Profile, select the newly created Recording Profile that points to
the NICE SIP Server.
After completion of this step, the CUCM has been properly configured for use with a
secure SIP Trunk.

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Configuring the SIP Timer of the CUCM
This procedure describes how to set the SIP TCP Timer in the CUCM to ‘0’.This is only
relevant if CTI Server Resilience is applied. The procedure can be performed on secure
and non-secure SIP trunks.

Introduction
When verifying the availability of an active CTI Server, the SIP trunk applies a timeout of
5 seconds by default. If there is no respond to the SIP messages within that period of
time, the SIP trunk fails over to the standby CTI Server. This results in recordings
missing the first few seconds of audio.
For this, the timeout for a SIP message to the CTI server must be set to 0. The parameter
for this is the SIP TCP Timer. The TCP transport layer is able to instantaneously verify if
the CTI server is offline. So, setting the SIP TCP Timer to 0 does not affect functionality.

Setting the SIP TCP Timer

IMPORTANT
The setting described is a Clusterwide Parameter , that is set for all SIP devices.
Always verify if this clusterwide parameter can be changed safely!

1. In the Cisco CUCM, navigate to System > Service Parameters.

2. Select Server and Service: from the dropdown menus, select the server with the SIP
trunk, and service: Cisco CallManager (Active).
3. The window Service Parameter Configuration appears, containing all Cisco
CallManager (Active) Parameters on server <name> (Active), subdivided in
sections.
Scroll down to the section Clusterwide Parameters (Device - SIP).
4. Scroll to SIP TCP Timer *: change the value to 0
5. Click Save,
and close the
CUCM.

Figure 153:
CUCM: Set SIP
TCP Timer

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Appendix I Linking Targets to Users
This appendix describes how (and why) targets can be automatically linked to users, and
users are created automatically when required.

Enabling Automatic Linking of Targets to Users

Introduction
To be able to manage users and user settings, a user must always be linked to a target.
In this way users can be enabled, for example, to search and play back their own calls.
The call data from the CTI Server or satellite (audio stream) do not contain a user name.
User names and profiles can be defined separately, using the user administration tab
(for this, refer to the NICE Recording 6.2.x – User Manual). When a call is made, the
system’s Database Interface Client looks up the user name that corresponds with its
target, and adds the user name to the call’s metadata in the database. For this, the
feature ‘automatic linking of targets to users’ must be enabled, by configuring registry
settings.
If the Database Interface Client cannot find a user that matches the target of a call, it will
create a new user for it. For this, you have to enable the function ‘AutoCreateUsers’ in
the registry on the satellite(s).
Refer to the procedures below.

AutoUser
The user name of a new automatically created user is ‘AutoUser<Extension>’. An
‘AutoUser<…>’ can be renamed and assigned to the appropriate user group; further
user details can be added and modified. Calls made and received before applying these
changes, stay linked to this user.

Matching Users with Extension

Perform following steps on each recorder (All-in-One system, Core Server with channels
or Satellite):
1. In Windows Start > Run, type ‘regedit’ to get access to the system’s registry.
2. Navigate to the appropriate registry location:

For Windows 2003 R2:

‘HKEY_LOCAL_MACHINE\SOFTWARE\CyberTech\ DatabaseInterfaceClient’
For Windows 2008 R2:
‘HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\CyberTech\
DatabaseInterfaceClient’
3. Verify if the registry key MatchFreeSeatingField has the value CVSPHN (in column
Data). This key indicates which database field contains the Target value (‘Extension’
in the NICE / Cisco Active CTI IP Recording Integration).

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 Figure 154: Registry Key: MatchFreeSeatingField

If the setting is not correct:

a. Right-click MatchFreeSeatingField. In the menu, click Modify.
The following window appears:

Figure 155: Edit Registry Key

b. Value data: enter CVSPHN.

c. Click OK.

· If required, continue with the following section.

· If not: restart the Database Interface Client to make all changes come into effect.
Consult Appendix E, section ’Stop/Start All Services’ for instructions.

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Enabling Automatic Creation of Users
Perform these steps on each recorder (All-in-One system or Satellite). See Figure 154
1. Set the registry key AutoCreateUsers to ‘1’ (Enabled)
a. Right-click the registry key. In the menu, click Modify.
b. In the pane that appears, enter ‘1’ (hexadecimal or decimal)
c. Click OK.
2. Close the registry key.

· Restart the Database Interface Client to make all changes come into effect. Consult
Appendix E, section ’Stop/Start All Services’ for instructions.

NOTE: To disable the automatic creation of users, set the registry key to ‘0’.

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Appendix J Change, Repair or Remove
Following options are available to modify or remove an installation:
· Repair errors in the most recent installation
· Remove the NICE / Cisco Active CTI IP Recording Integration from your system
· Change the way features are installed.

NOTE: The Change option is only available on a CTI Server (dedicated CTI Server or
All-in-one configuration).

Change, Repair or Remove an Installation

There are two ways to select one of the options ‘Change, Repair or Remove an
installation’:
· Running the Setup file
· Using the Windows Control Panel
Refer to the appropriate section below.

Using the Setup File

1. Double-click the Setup.exe. The Setup Welcome window appears:

Figure 156: Setup Welcome

2. Click Next. The Change, repair, or remove installation window appears.

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 Figure 157: Change, Repair, or Remove Installation

3. Select the required option

· If you click Change, the Custom Setup window appears. Follow the steps as
described in chapter 6, section ´Installing on a Dedicated CTI Server´, starting
from step 9 on page 92.

NOTE: This option is only available when you perform the steps on a CTI
server (dedicated CTI server or in All-in-One configuration).

· If you click Repair, the NICE / Cisco Active CTI IP Recording Integration software
repairs any errors that might exist regarding missing or corrupt files, shortcuts,
and registry entries. You are notified when this is done.
· If you click Remove, the Cisco_Active_IP_6.0.x software is uninstalled from
your system. You are notified when this is done.

Using the Windows Control Panel

1. Open the Windows Control Panel.
2. Select the option Add/Remove Programs (Windows 2003 R2) or Programs and
Features (Windows 2008 R2).

NOTE: Below the screens of Windows 2008 R2 are shown. Those of Windows
2003 R2 are similar.

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 Figure 158: Programs and Features

3. Right-click on the “CyberTech” Cisco Active program line. A menu appears, showing
the options Uninstall, Change, Repair.

NOTE: The option Change is only available when you perform the steps on a CTI
server (dedicated CTI server or in All-in-One configuration). On a Core Server or
satellite the option Change is grayed out.

4. From the menu, select the required option.

· If you click Uninstall, the Cisco_Active_IP_6.0.x software is removed from your

system. You are notified when this is done.
· If you click Change, the Setup Welcome window appears. Follow the steps as
described in chapter 6, section ´Installing on a Dedicated CTI Server´, starting
from step 9 on page 92.
· If you click Repair, the NICE / Cisco Active CTI IP Recording Integration software
repairs any errors that might exist regarding missing or corrupt files, shortcuts,
and registry entries. You are notified when this is done.

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 <BLANK PAGE>

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Appendix K Upgrading from Cisco Active IP 3.x
This section describes the steps necessary to upgrade the NICE / Cisco Active IP
integration from version 3.x to version Cisco_Active_IP_6.0.x
The upgrade process consists of the following main steps:
1. Uninstall Cisco Active IP Kit Version 3.x
2. Install Cisco_Active_IP_6.0.x
3. Replace the File ExtraFields.ini (if applicable)

Each of these steps is described below.

Uninstall Cisco Active IP Kit Version 3.x

To uninstall ‘Cisco Active IP’ Kit Version 3.x (or any build thereof, e.g. 3.1.1), use
Microsoft Windows’ Add or Remove Programs option:
1. Open the Windows Control Panel
2. Select the option Add or Remove Programs. A window showing Currently installed
programs appears.
3. Select the line ‘CyberTech Cisco Active IP 3.x’ in the list and click Remove.

Figure 159: Add or Remove Programs

Now, the kit is removed from the system.

Install Cisco_Active_IP_6.0.x
After removing ‘CyberTech Cisco Active IP’ version 3.x, install Cisco_Active_IP_6.0.x.
For this, carry out the steps as described in chapter 0 Installation.
While doing so, be sure to select the option Upgrade Cisco setup in the window ‘New
or Upgrade’.
After installation of the new version (when completing chapter 0), return to this
appendix to perform the additional steps described in section Replace the File
ExtraFields.ini below.

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Replace the File ExtraFields.ini
This section describes the steps you must do after you have installed
Cisco_Active_IP_6.0.x. The first subsection explains why.

Different Extrafields.ini Files

The Cisco Active IP installer kit installs the file ExtraFields.ini, which contains all Cisco-
specific call data.
The ExtraFields.ini that is installed when upgrading, is the same as the file that has
been installed by Cisco Active IP 3.x. But when manual modifications were made to the
original Extrafields.ini or Database fields, this might cause problems or malfunctioning
when the new version is used.
If so, during the upgrade installation you see the following warnings:

Figure 160: Warnings: Database Fields (Core)

To correct this, you must replace the new Extrafields.ini, installed during the upgrade,
by the one that already existed on the system. During the upgrade installation, the file
that already existed is preserved with the name Extrafields.backup.

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Replace Extrafields.ini
To replace Extrafields.ini, perform following steps after you have installed
Cisco_Active_IP_6.0.x.
The file ExtraFields.ini is located in the subfolder ‘\INI_Files’ of the CyberTech
installation folder.

NOTE: The location of the installation folder depends on the NICE Recording version
and the Windows platform used. Refer to Appendix D ‘File Locations’ for the actual file
paths.

1. Stop the DSC Service. Consult Appendix E, section ’Stop/Start All Services’ for
instructions.
2. Go to the folder where the INI files are located, and verify it contains a file
Extrafields.ini (the newly installed one) and a file Extrafields.backup (the one that
existed before the upgrade).
3. Rename the file Extrafields.ini to Extrafields.old (or any other convenient
extension).
4. Rename the file Extrafields.backup to Extrafields.ini.
5. Restart the DSC Service. Consult Appendix E, section ’Stop/Start All Services’ for
instructions.
6. Reboot the system.

After performing these steps, you have completed the upgrade from Cisco Active IP 3.x
to Cisco_Active_IP_6.0.x. Now you can start configuring the NICE / Cisco Active CTI IP
Recording Integration according to chapter 7 ‘Configuration’.

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 <BLANK PAGE>

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Appendix L Supported Phone Types
This appendix shows a listing of device and phone models supported by the NICE / Cisco
Active CTI IP Recording Integration.
Model SCCP SIP RTP - sRTP - Remarks
Unencrypted Encrypted
Cisco 6911 ü ü 7.1(3) or higher 8.0(1) or higher SCCP devices require
firmware update 8.5(4)
SIP devices require
firmware update 9.1(1)
Cisco 6921 ü ü 7.1(3) or higher 8.0(1) or higher SCCP devices require
firmware update 8.5(4)
SIP devices require
firmware update 9.1(1)
Cisco 6941 ü ü 7.1(3) or higher 8.0(1) or higher SCCP devices require
firmware update 8.5(4)
SIP devices require
firmware update 9.1(1)
Cisco 6945 ü ü 7.1(3) or higher 8.0(1) or higher SIP devices require
firmware update 9.1(1)
Cisco 6961 ü ü 7.1(3) or higher 8.0(1) or higher SCCP devices require
firmware update 8.5(4)
SIP devices require
firmware update 9.1(1)
Cisco 7906 ü ü 6.0(1) or higher 8.0(1) or higher
Cisco 7911 ü ü 6.0(1) or higher 8.0(1) or higher
Cisco 7914 ü 6.0(1) or higher 8.0(1) or higher
Sidecar
Cisco 7915 ü ü 6.0(1) or higher 8.0(1) or higher
Sidecar
Cisco 7916 ü ü 6.0(1) or higher 8.0(1) or higher
Sidecar
Cisco CKEM - ü 7.1(3) or higher 8.0(1) or higher
Sidecar
Cisco 7921 ü - 6.0(1) or higher 8.0(1) or higher CUCM 6.0(1) requires
firmware update 1.3(2)
Cisco 7925 & ü - 6.0(1) or higher 8.0(1) or higher
7925-EX
Cisco 7931 ü - 6.0(1) or higher 8.0(1) or higher
Cisco 7937 ü - 6.0(1) or higher No SCCP devices require
firmware update 1.4(1)
Cisco 7941 ü ü 6.0(1) or higher 8.0(1) or higher
Cisco 7941G-GE ü ü 6.0(1) or later 8.0(1) or higher
Cisco 7942 ü ü 6.0(1) or later 8.0(1) or higher
Cisco 7945 ü ü 6.0(1) or later 8.0(1) or higher

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 Model SCCP SIP RTP - sRTP - Remarks
Unencrypted Encrypted
Cisco 7961 ü ü 6.0(1) or later 8.0(1) or higher
Cisco 7961G- ü ü 6.0(1) or higher 8.0(1) or higher
GE
Cisco 7962 ü ü 6.0(1) or higher 8.0(1) or higher
Cisco 7965 ü ü 6.0(1) or higher 8.0(1) or higher
Cisco 7970 ü ü 6.0(1) or higher 8.0(1) or higher
Cisco 7971 ü ü 6.0(1) or higher 8.0(1) or higher
Cisco 7975 ü ü 6.0(1) or higher 8.0(1) or higher
Cisco 8941 ü - 7.1(3) or higher 8.0(1) or higher CUCM 8.0(1) requires
firmware update 9.0(2)
Cisco 8945 ü - 7.1(3) or higher 8.0(1) or higher CUCM 8.0(1) requires
firmware update 9.0(2)
Cisco 8961 - ü 7.1(3) or higher 8.0(1) or higher CUCM 8.0(1) requires
firmware update 9.0(2)
Cisco 9951 - ü 7.1(3) or higher 8.0(1) or higher CUCM 8.0(1) requires
firmware update 9.0(2)
Cisco 9971 - ü 7.1(3) or higher 8.0(1) or higher CUCM 8.0(1) requires
firmware update 9.0(2)
Cisco IP ü ü Requires CIPC No
Communicator 7.0(1) or higher
Table 26: Supported Phone Types

NOTE: This list dates from April 2011. For the latest information, consult the Cisco List of
'CTI Supported Devices'.
www.cisco.com/en/US/docs/voice_ip_comm/cucm/jtapi_dev/8_0_1/supporteddevices.html
(this link contains a version number; replace if necessary)

TIP: Cisco firmware updates can be downloaded from www.cisco,com.

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Appendix M Troubleshooting
Error messages

For an overview of error messages, consult the document ‘NICE Recording 6.2.x –
Maintenance Manual’.

FAQs

Consult www.extranice.com for an overview of frequently asked questions.

Contact information

When encountering any problems during system installation/configuration and/or

testing, please refer to:
· Your local installation partner
· NICE Support Center
· E-mail: [email protected]
· Phone: Global International HQ: +972 9 775 3800
EMEA, Europe & Middle East: + 44 0 1489 77 1633
Americas, North America: + 1 800 6423 611
APAC, Asia Pacific + 91 80 307 81700

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 Version history
Date Version Remark

27-07-2012 6.0.4 Overall:

Aligned naming to latest conventions
Renamed file
Renamed integration, company and associated terms
Complete re-styling of layout and related reworking of contents and
references
Minor text improvements, correction of typos and reference errors
Updated installer kit details throughout
Ch 1:
Supported software versions: updated Cisco and NICE versions
Resilience information added (versions and manual references)
Assumptions: added Windows
Ch 3:
Figures 1 and 2 updated
Configurations: updated description
Special Features: restructured section, added (generic) section ‘Open Call
Controller’
Resilience/Redundancy: added introduction on resilience, added Core
Server Redundancy, updated description on CTI Server Resilience
Supported Features: Added ‘free seating’ to feature Extension Mobility, plus
note
Extrafields: added Terminal ID, (CVSC10) and concatenated fields
(CVSC11 and CVSC12), plus explanatory notes
Added note on ‘cradle to grave’ to Extrafield PBX Call ID
Ch 4:
NICE Recording Hardware Requirements: updated (incl. # of channels)
Workstation: updated requirements and moved to Software Requirements
NICE Recording Components: reworked description of installed software,
added note “Important” (and info on OS Hardening)
Ch 5:
Cisco Prerequisites: added two prereqs (Call Admission Control and
Extension Mobility)
Loading Licenses: improved figures
Ch 6:
Moved section ‘Upgrading from Previous Versions’ here.
Sections ‘Installing on…’: updated step 1 (information on prerequisite files)
Removed ‘Click Next” where there was no ‘Next’ to be clicked.
Added screenshot of warning about new extrafields to (Core) installation
procedures.
Installing on a Dedicated CTI Server: added note about not installing
passive CTI Servers in case of resilience
Ch 7:
Introduction: added numbering
All configuration steps: removed unnecessary numbering (of fields to be
filled in)
Configuring Link Controllers:
- General link settings (JTAPI and SIP Server): included a clearer picture,

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improved description of link parameters (note)

- Connection Settings (JTAPI and SIP Server): IP address of Connection
host changed to IP address of the CUCM’s publisher or one of the
subscribers, improved note on CTI Server Resilience
Define Targets: added reference note about Linking Targets to Users
Aligned with standard: ‘Defining Target Group’ (instead of ‘Configuring…’),
swapped sections ‘Configuring Database Fields’ and ‘Renaming CTI
Servers’.
Appendices:
Appx A - Tables Abbreviations and Terminology combined, information
added
Appx G ‘CUCM Configuration’ - added section ‘Configuring the SIP Timer
of the CUCM’
Appx I ‘Linking Targets to Users’ added
Appx K, section ‘Different Extrafields.ini Files’ - added screenshot of
warning about new extrafields
15-07-2011 6.0 Ch 5: Extended description 5.6 ‘Facilitating Active VoIP’ (PrtVOIPx.ini,
AudioLocalPorts)
Ch 8: sequence of testing improved
Parameter ‘sipadress’ moved from secure SIP to SIP (7.3.2)
Minor text edits and corrections
CTRS 6.1 references added, including Soft licensing
31-03-2011 5.1 Added 5.7 Disable IPv6
Made improvements in Appendix H ‘CUCM Configuration’
Added secure SRTP
Added procedure to modify PrtVoIP.ini
28-02-2011 5.0(.1) Support CUCM 8.5 added
Minor changes in 3.8.1 supported items
3.8.5: Reference to list of supported phone types added
Supported OS changed
Manual version matched with product version
21-02-2011 4.0 Restructured:
(Not · Chapters 3 and 4
published)
All requirements collected in chapter 4
Software requirements replaced
Moved all operations information to System Description (ch 3)
Moved License info to ch 4
· Chapter 3: replaced column ‘Not Supported’ by hyphens [-] in column
‘Supported’
· Chapters 5 & 7: moved standard tasks to appendices
Changed description sequence of activities
· Chapter 6
Moved SIP Trunk install to appendix
Moved Change, Repair, Remove to appendix
· Moved Locating Files to appendix. Made references throughout
· Appendices:
Applied new sequence: Standard appendices, (Abbr/Terms, Quick
Install Ref, Site Survey, File Loc, Addit. Procs, NTP, Cisco specific
· Multiple structure changes within chapters.

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Updated with CUCM 8 (and 6 and 7)

Updated with CTRS 6.0 (preserving CTRS 5.4)
Updated with Cisco Active IP installer kit 5.0.0
Updated with cti_voix_voip firmware version 29, and corresponding dll files
Multilink and multiple link groups: added information and adapted
descriptions and screenshots
3rd generation BiB phones: added (or higher)
Chapter 3
· Added Application Invoked Recording, MultiLink, Independent Link
Groups; modified Automatic Call Recording, CUCM Link Failover
Support, SIP Trunks
· Removed resilience from illustration
Adjusted Basic System Overview illustration
· Removed bullet about registering to two link controllers
· Supported Items - removed: remarks on Cisco Active IP 4.0; added: DB
field codes, remark on new telephone type, Targets (extension) –
clustered CUCM > supported; changed: codec information, Call ID >
PBX Call ID
Chapter 4
Hardware: removed processor type
Software: changed into required software
Rewritten license information
Chapter 5
· Added NTP and Upgrade as preparatory steps
Chapter 6
· Described two installation processes completel+y (for All-in-One and
configurations 2 &3)
Chapter 7
· Screenshots based on CT 6
· Moved Secure Links to appendix
Chapter 8
· Minor Text changes
Appendices:
· Added File Locations, Additional Procedures, Network Time Protocol,
Change Repair or Remove, Upgrading from Cisco Active IP 3.x.
· Removed The File ExtraFields.ini
· Restructured Setting up Secure SIP Trunk to Setting Up Secure Links,
added JTAPI security
· Restructured CUCM Configuration. Added Secure JTAPI
21-07-2010 3.1 Updated chapter 1: minor text modifications
Updated Section 3.5 ‘Automatic Call Recording’: adjusted description and
changed name of option to ‘Cisco Automatic Call Recording’
Updated chapter 5: minor editorial modifications
Updated section 6.2: minor editorial modifications
6.2.2 step 2a: added remark
Subsection 6.4.5: ‘device’ ð ‘link’. Updated screens and descriptions
accordingly.
Updated section 7.2: minor editorial modifications
Subsections 7.4.1 and 7.4.2: ‘device’ ð ‘link’. Updated screens and
descriptions accordingly.
Subsection 7.4.3 removed completely
Subsections 7.5.1 and 7.5.2: ‘device’ ð ‘link’. Updated screens and

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descriptions accordingly.
Updated Appendix C.1.1: added remark on phone types
Updated Appendix D.3: minor editorial changes
Updated Appendix F.1: updated description how to remove version 3.x
27-05-2010 3.0 Updated with Cisco Active IP installer kit 4.0.0
Updated with CTI_VOX_VoIP firmware version 18
Added: Section ‘CUCM JTAPI Link Failover Support ‘
Added: Section ‘Automatic Call Recording’
Updated: Section ‘Operating Systems’ with Windows Server 2008 (R2)
support
Updated: Section ‘Facilitating Active CTI VoIP’, renamed to ‘Installing Active
CTI VoIP’
Updated: Section ‘Updated Parrot DSC Firmware’, renamed to ‘Updating
Active CTI VoIP’
Added: Section ‘Locating Files’
Updated: Appendix ‘CUCM Configuration'
Added: Appendix ‘Site Survey’
Updated: Appendix ‘Upgrading from Cisco Active IP 3.x’
28-04-2010 2.1.2 Device parameter siptransport added for SIP Link Controller.

23-04-2010 2.1.1 Minor typographic and layout changes

16-03-2010 2.1 Updated with Cisco Active IP installer kit 3.2.3.14

Updated with CTI_VOX_VoIP firmware version 16
Deleted in 3.8.3 ‘Extrafields / Cisco Call Data’: Conference Parties,
Recording State, Target ID
Modified: Licenses in 4.3 ‘Hardware Requirements’
Updated: Minimal CTI_Receiver version to v3.2.2.126
Modified: Preparatory Steps 0 ‘NICE Prerequisites’
Modified: 5.5 ‘Installing Parrot-DSC Firmware’ to ‘Updating’
Added: Procedure P01 ‘Facilitating Active VoIP’
Added: 6.2 ‘Installing ’
Deleted: ‘Adding Cisco-specific Call Data’
Deleted in D.2 ‘Open Port Configuration’: Trunk 10501 & 10502 TCP
Added: Appendix E ‘Replace the File ExtraFields.ini’
Added: Appendix F ‘Upgrading from Cisco Active IP 3’
Moved ‘Updating the File CTI_Receiver.exe’ to Appendix G.
15-12-2009 2.0 Redesigned & restructured to reflect new standard layout
Updated with CUCM 7
Updated with CTRS 5.4
Updated with Cisco Active IP installer kit 3.2
Added: Setting Up Secure SIP Trunk
Added: Quick Install Reference
11-06-2009 1.0.5-4 Initial release

Table 27: Version History

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