Avaya WFO v11 ACR - Overview & What's new

时间：2025-04-20

Avaya Aura® Workforce Optimization

v11 ACR Overview and What s New( note also some design references to QM)Mar 2012

Avaya Aura® WFOAvaya Contact Recording v11 What’s New

Agenda Introduction and Overview Supported Environments

What s new in this Release Server Sizing Upgrades Licensing Topologies Language Support

Introduction and Overview Based on Avaya Contact Recorder 10.1 and 10.1sp2 FP ACR provides an efficient, scalable, software only, voice recording platform running on standard PC hardware Supports the following telephony switches –Avaya Aura ® Communication Manager –CS1000 –CS2x00 * –Avaya Aura ® Contact Center (AACC)

Avaya Aura® WFOAvaya Contact Recording v11 Supported Environments

Communication Manager Recording Options Conferencing into Calls (“DMCC recording”) –Preferred approach TDM Trunk-side Tap –Internals calls not recorded –Unsuitable for quality monitoring –Windows only TDM Station-side Tap –May be appropriate for limited number of telephones –Windows only Passive IP Tap –Unencrypted voice only –Bulk and Quality Monitoring –Linux only© 2011 Avaya Inc. All rights reserved.

Communication Manager Deployment

Communication ManagerConferencing into Calls Recording Mode Bulk Recording Quality Monitoring On Demand Recording Meeting Recording Uses Single-step Conference Conference

Note Station Bulk Mode now removed

CS1000 Recording Options Duplicate Media Streaming over IP –Preferred approach –Windows only TDM Trunk-side Tap –Internals calls not recorded –Unsuitable for quality monitoring –Windows only TDM Station-side Tap –May be appropriate for limited number of telephones –Windows only

CS1000 Deployment

CS1000Recording Mode Bulk Recording Uses Duplicate Media Streaming(preferred)

OR TDM TapQuality Monitoring Duplicate Media Streaming(preferred)

OR TDM Tap(not recommended)

CS2x00 Duplicate Media Streaming over IP –Preferred approach –Windows only TDM Trunk-side Tap –Internals calls not recorded –Unsuitable for quality monitoring –Windows only TDM Station-side Tap –May be appropriate for limited number of telephones –Windows only

Avaya Aura ® Contact Center Only record inbound calls controlled by an Avaya Aura ® Contact Center using the CCT CTI feed and SIP

Avaya Aura ® Contact Center The Av

aya Contact Recorder receives CTI information from the CCT feed and passes instructions through this same feed when it wants to record a call. The Avaya Aura ® Contact Center then invites the specified recorder port to join the call which is recorded over IP AACC recording is supported in Bulk and Quality recording modes If the AACC is deployed alongside a Communication Manager or CS1000 switch then calls made by these same telephones will be recorded using one of the methods for the appropriate underlying switch platform. You must therefore plan and configure your system to support both the underlying recording mechanism appropriate to your switch platform and the CTI links© 2011 Avaya Inc. All rights reserved.

Switch Types Communication Manager Hybrid Communication Manager with AACC

CS1000 Hybrid CS1000 with AACC CS2x00 - not certified at this time AACC (Only) - Incoming AACC calls can be recorded without having to connect to the CTI feed of a Communication Manager or CS1000

Technical Stack Upgrades: Operating System Support Recorder is now a 64-bit Application on both Linux and Windows –Windows 2008 R2 64bit SP1 and Windows 2003 R2 32bit SP2 –RHEL 5.7 64bit and RHEL 5.7 32bit –No support for RHEL 6 at this time Avaya QM is not 64 Bit till release 12. –Windows 2008 R2 and Windows 2003 R2 32bit SP2

Windows operating system –CS1000 –CS2x00 –Communication Manager Linux –Communication Manager Support for Internet Explorer 9 (32 bit)16

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