Avaya Voice & Video Recording

ISI & Verint Verba Partner on a Combined Unified Communications Solution

ISI Telemanagement Solutions and Verint Verba Technologies have formed a partnership to leverage each other's capabilities to offer the only solution in the Unified Communications (UC) market that combines the robust reporting, alarming, and search capabilities of a Call Accounting & Reporting system with a dynamic call archiving and playback Voice and Immersive Video Recording Solution.

The Voice and Video Recording Advantage

Companies can leverage the Voice and Video Recording in key business applications such as legal compliance management, quality assurance, risk mitigation, verbal agreement archiving, best-practice training, centralized dictation, conference recording, dispute resolution, and interview recording.

Video Compliance Recording

The system fulfills the most stringent legal and regulatory compliance requirements since users can be prevented from initiating or terminating recordings. This enables video to be deployed in the finance, insurance, healthcare, and security markets.

Avaya DevConnect

In addition to video recording, Verint Verba and ISI provide call recording and contact center quality management solutions for government, enterprise, and commercial organizations. The solution offers a unified and easy-to-use system with all media types stored in a highly-scalable repository, providing customizable access control and auditing through a secure web interface. Through the use of ISI's powerful analytics and reporting software, users are able to sort through massive archives of recorded voice and video calls quickly and efficiently.

Unified Recording

  • Provides always-on compliance recording as well as selective and on-demand recording modes.
  • Delivers powerful deployment models including centralized recording and multi-site/branch office architectures.
  • Media recorded with ISI can be shared across the enterprise using the built-in Publishing Server
  • No desktop client installation required
  • Captures even the auxilliary audio/video presentation stream.

Enhanced Security

  • Multi-level access control enables companies to define who can access what, and what actions they can take with full audit trail and change log history
  • Recorded call protection and access control
  • Segregation of roles and responsibilities for administration and business users
  • Single-sign-on support
  • Based on open industry standards including AES, HTTPS and SSL/TLS

Enterprise-IT-friendly capabilities

  • Optimized libraries powered by Intel offer unmatched performance
  • A software-based solution designed to support modern IT infrastructures and architectures that use common and standard hardware solutions and server virtualization
  • Enterprise monitoring module sends configurable alerts through email and standard SNMP
  • Recorded data management provides a sophisticated storage policy framework that allows companies to define rules for data retention and control the recorded data lifecycle
  • Seamless integration with SAN-based storage solutions for online operation and archive

ISI CDR Managed Services Call Detail Record Collection from Avaya Media Servers

With Avaya’s VoIP switches, the traditional method of collecting call detail records from a PBX through a serial data port is no longer used. The IP network interface has replaced the serial data port as the method of connectivity for CDR collection. As a result, ISI and buffer box manufacturers have developed support for a new method of collecting CDR from Avaya equipment like the S8700 and S8300 Media Servers.

Avaya’s Reliable Session Protocol provides the means by which an intelligent TCP/IP connection is established between the Media Server and a compatible CDR collection device over the corporate LAN or an isolated network segment often referred to as the CLAN. Through this proprietary Reliable Session Protocol, the Media Server senses the presence of the CDR collection device at a designated IP address and passes raw call detail records to the device on a real-time basis. Reliable Session Protocol ensures that CDR is buffered in the Media Server in the event of any loss of connectivity or unavailability of the collection device. To assist in detection and resolution of such outages, loss of connectivity is reported as a Media Server maintenance alarm. When connectivity is restored, a CDR session is re-established and the flow of current and any buffered CDR is resumed.

Local CDR Collection

Avaya DevConnect

In such applications, ISI will typically provide Reliable Session Protocol equipped buffer box hardware as the on-site CDR collection device. Unlike legacy buffer box applications, these devices interface with the Avaya Media Server using Reliable Session Protocol over the IP network. Like legacy buffer box applications, a device is required at each site, storing CDR received from the Media Server on a real-time basis until it can be transmitted to the ISI data center for processing, reporting and long term storage. ISI-provided on-site buffer box hardware is owned, maintained and, when necessary, upgraded or replaced by ISI to eliminate customer expense associated with purchase of buffer box hardware.

Secure CDR Transport

ISI utilizes secure FTP to transmit raw CDR from the on-site buffer box to the ISI data center for processing. When installed, the buffer box is connected to the customer’s local network and must be granted network access rights to allow it to initiate SFTP sessions through the corporate firewall to an ISI-hosted FTP via the public Internet or a virtual private network connection. On a regularly scheduled basis, typically once each hour, the buffer box will establish a connection to the designated ISI SFTP server, issue the assigned User ID / password and transfer stored CDR to the ISI data center. This “inside” initiated PUSH session is preferred over the alternative “outside” initiated polling session, as it is less likely to challenge corporate network security guidelines. If desired, a customer-maintained proxy server may be used to redirect SFTP sessions to the ISI SFTP server, thereby providing additional security. As SFTP transmits data in an encrypted format, this transport protocol is inherently safe for use in transport of corporate CDR over the public Internet. If desired by the customer, additional security may be gained by establishing a VPN connection between the customer network and ISI’s data center network.

ISI Process Management

After successful implementation, ISI technicians monitor polling results daily to ensure rapid detection and resolution of any problems threatening the timely and reliable collection of call detail records. This includes Media Server based difficulties such as interrupted data flow, incorrect data format or incorrect time and date information, as well as buffer box based problems.

Remote ISI Access to the CDR Collection Device

During the installation process, it is necessary for an ISI technician to remotely access the buffer box for configuration and testing. Buffer box programming is done through a password protected web browser user interface requiring some type of temporary inbound access to the buffer box IP address for ISI technicians. ISI supports two methods of remote access in an effort work with varied corporate network security policies.

  • WebEx remote control session initiated through a host PC or laptop on the customer network – A host on the local network establishes a WebEx session with the ISI technician and opens up a web browser connection to the buffer box. Control is then given to the ISI technician for configuration and testing while the host monitors activities. This approach requires session initiation by an authorized local network user and provides for supervision of ISI activities if desired.
  • Established direct web browser access rights for authorized ISI technicians – An ISI technician is allowed to initiate a web browser session as needed through the customer firewall to the buffer box device. This requires coordination with customer network security to open up a “pinhole” in corporate firewall rules to allow such sessions and may require issuance of a secure token or creation of a VPN tunnel between the ISI data center network and the customer network to address security concerns. This approach does not require session initiation by an authorized local network user and does not provides for supervision of ISI activities.

After initial service activation, ISI technicians will have no need to remotely access the on-site buffer box on a regular basis, however, remote access may be required from time to time for periodic account maintenance - the buffer box may require reconfiguration, firmware updates or troubleshooting. Thus, it is advisable to establish a preferred methodology and procedure for ISI remote access up front to facilitate a smooth response when remote access is needed.

Remote access is used only for ISI access to the on-site buffer box hardware user interface – remote access to the Avaya Media Server or any other device on the customer’s network is not required, is not allowed and is not possible through a remote web session to the buffer box.

Avaya Call Accounting Software & Solutions

Gold Level-Innovator Member of Avaya Developer Connection Program
*Only provider offering "Survivable CDR" for Avaya

Award-Winning Call Accounting & Business Intelligence for Avaya Users

ISI Telemanagement Solutions is the proven leader when it comes to Call Accounting and Business Intelligence solutions for Avaya platforms, especially the new IP Office product line. We are a certified Gold Level and Innovator Member of the Avaya Developer Connection Program. ISI has been an Avaya partner for over 10 years.

For Avaya users, we offer our award-winning Infortel® Select Call Accounting solution, which can be integrated on-site to any Avaya platform or, can be done as a fully outsourced service leveraging our vast Telecom Service Bureau and data centers. Click here for more information on Infortel Select. With Infortel® Select, you'll:

  • Reduce Telecom Costs
  • Increase Employee Productivity
  • Eliminate Wireless Waste
  • Increase Sales & Profitability

ISI offers Survivable CDR for Avaya platforms!

Avaya DevConnect

ISI offers Avaya users the benefit of Survivable CDR. In the event of a network outage where connections to remote gateways are lost, Infortel Select stores data and call records and then transmits them when network connections are restored. Your valuable call records are safe!

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