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Call Recording Announcements

Article ID: 690
Last updated: 24 Oct, 2019

Imagicle Call Recording provides an exclusive approach to play announcements for incoming/outgoing calls, both internal and external. It offers two unique methods for different recording technologies, leveraging CURRI protocol (Cisco UCM External Call Control – ECC) or TAPI-based Cisco Agent Greeting feature, without the need of any additional application.

In the following paragraphs, both methods are explained, with advices on correct usage depending on your Cisco/Imagicle environment.

Agent Greeting-based Announcement

This is the most recent recording announcement method for delivering announcements on any TAPI-enabled phone device but Jabber clients. It offers the option to play an announcement for both incoming and outgoing calls, internal and external, and it is compatible with Media Forking, SIPREC and automated/manual Dial-In Conference recording methods.

Requirements

  • Imagicle ApplicationSuite ver. 2019.Summer.1 or higher
  • CUCM ver. 8.6 or higher
  • Cisco TSP (see here) and relevant Application User (see here)
  • IP phones to be enabled for recording announcement should be monitored via TAPI (Jabber clients are not supported!)

IAS Configuration for External Calls Announcement

You can enable this functionality from Imagicle web portal: Call RecordingGlobal Settings Announcement

See a screenshot sample below:

Announcement pilot (prefix) field should be populated with an unused DN range (10,000 numbers), which corresponds to the pilot number involved to get the announcement prompt. Once entered, same web page shows below the relevant Route Pattern to be defined in CuCM to route calls to IAS through Call Recording SIP Trunk.

External incoming/outgoing calls fields allow to choose which voice prompt to be played when Call recording is triggered. Available options are:

  • No message → Announcement is disabled. If custom messages have been previously uploaded in the server, they will be kept for future usage.
  • Default message → A default, factory-loaded announcement is enabled, in current IAS installation language. If custom message have been previously uploaded in the server, it will be deleted.
  • Custom message → Custom recording announcement is enabled. You can upload any MP3 or WAV audio file.

Additional CUCM configurations for Call Recording HA Cluster

In an Imagicle Call Recording cluster, where multiple active ApplicationSuite nodes are involved, you need to create additional Route Pattern with same Announcement Pilot, on different partitions. Each RP points to a specific Ruote List, including one or more SIP Trunk(s) toward different recording nodes, ordered with chosen priority.

Recording users should have different CSS, allowing to call only one specific Announcement Pilot. This allows to balance traffic among multiple users. See below sample diagram:

IAS Configuration for Internal Calls Announcement

Enabling Call Recording announcement for internal calls is not a common case therefore it requires an advanced configuration on the Imagicle server. 

Please, access to Imagicle server using Remote Desktop and edit this file:

C:\Program Files (x86)\StonevoiceAS\Apps\Recorder\Settings\Recorder.ini

Set the following parameter under the [Settings] section:

PlayAnnouncementForInternalCalls = 1

Then save the file.

This will play a default (built-in) announcement.
If you want to customize the voice message, open this folder:

C:\Program Files (x86)\StonevoiceAS\Apps\Recorder\Data\AudioFiles\User

and copy into such folder the announcement audio file for internal calls, that must have the following file format:

  • WAV file
  • 8KHz mono sample rate
  • G.711 A-Law or Mu-Law

Once copied, please rename the wav file appending in front of the original filename the prefix "8049F0AA-B96C-45E3-8F29-CB9C014B4133_", so that the final filename is something like:

          8049F0AA-B96C-45E3-8F29-CB9C014B4133_your file name.wav

ATTENTION:

  • Only one audio file with above name format is allowed in AudioFile/User folder.
  • When a call is established between 2 phones both configured for Call Recording, the voice announcemnt will be played twice (one for each involved phone). This may lead to have an annoying echo in the first part of the recording, due to the voice announcement overlap.

IAS Configuration for unknown call type or unknown call direction

In those special cases where it's not possible to discern internal/external call type or incoming/outgoing call direction, Imagicle Call Recording can still play a specific announcement. This is typical of below call scenarios:

  • SIPREC-based recordings, where Cisco Voice Gateway/CUBE configuration is somehow incorrect
  • Media Forking-based recordings, where calls is routed through multiple CuCM nodes or through Cisco UCCX, where DNs are not TAPI-monitorable
  • Manual Dial-in Conference recordings

To enable announcement in this particular scenario, you need to access Imagicle ApplicationSuite file system and amend a configuration file.

Please access to Imagicle server via RDP and edit this file:

C:\Program Files (x86)\StonevoiceAS\Apps\Recorder\Settings\Recorder.ini

Set the following parameter:

PlayAnnouncementForUnknownDirectionOrTypeCalls=1

This will play a default (built-in) announcement.
If you want to customize the voice message, open this folder:

C:\Program Files (x86)\StonevoiceAS\Apps\Recorder\Data\AudioFiles\User

Copy into such folder the announcement audio file for internal calls, that must have the following file format:

  • WAV file
  • 8KHz mono sample rate
  • G.711 A-Law or Mu-Law

Once copied, please rename the wav file appending in front of the orignal filename the prefix "4C504392-CC9F-45BD-B0C4-22BC4C46E862_", so that the final filename is something like:

             4C504392-CC9F-45BD-B0C4-22BC4C46E862_your file name.wav

ATTENTION:

  • Only one audio file with above name format is allowed in AudioFile/User folder. If multiple files have the same prefix, the result is unpredictable.

CURRI-based Announcement

This is the suggested recording announcement method for delivering announcements on Jabber clients, where other methods are not supported (see here for more details)  It offers the option to play an announcement for incoming calls only, while using Media Forking recording method.

Requirements

  • Imagicle ApplicationSuite ver. 2016.Summer.1 or higher
  • CUCM ver. 8.1.6 or higher
  • PSTN provider should support “early audio cut-through”, allowing to open audio streams before actual call establishment.

CUCM Configuration

  1. Go to Media Resources → Announcement

  1. Add New Announcement

  1. Save
  2. Upload Audio File and select Locale

  1. Add a new External Call Control Profile (ECCP)

  1. Configure URL to reach Imagicle Application Suite

       http://<Imagicle_IP>:80/fw/ecc.ashx?recordingPrompt=prompt_name

       example 

      http://192.168.10.10:80/fw/ecc.ashx?recordingPrompt=Recording_Announcement

  1. Save
  2. Configure Trigger Points

Available Trigger Points in CuCM are:

  • Translation Pattern trigger points are available in Unified CM 8.0(1) and later
  • Route Patterns and Directory Numbers are trigger points in Unified CM 10.0 and later

Enable ECC profile in Translation Pattern

Enable ECC profile in Route Pattern Trigger Point (In Unified CM 10.0 and later)

Enable ECC profile in Directory Number Trigger Point (In Unified CM 10.0 and later)

Voice Gateway Configuration

More information available in Cisco documentation here

Voicegateway needs to support SIP Early Media 

  1. Enable SIP PRACK

  1. In the Voicegateway configuration add:

In case of a SIP Voice Gateway

GLOBAL CONFIGURATION

voice service voip   
sip
rel1xx require 100rel

OR at single dial peer:

DIAL-PEER CONFIGURATION

dial-peer voice 1000 voip   
voice-class sip rel1xx require 100rel

In case of a H.323 Voice Gateway VG, No configuration needed.

Article ID: 690
Last updated: 24 Oct, 2019
Revision: 7
Views: 232
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