Technical Solution for Cisco Recordings per leg

Recording Links Support for Cisco Calls in CX

Current Environment

Currently, Cisco Connector pushes Conversations into CX; however, recording links are not being generated or attached at the individual call-leg level.

Proposed Solution

During investigation, it was identified that Cisco Connector is not sending the required JTAPI ID (Dialog ID) when pushing conversations to CX. This identifier is required to correlate call legs with recordings.

The proposed solution consists of the following changes:

1. Cisco Connector Enhancements

   • Cisco Connector will be updated to send the following information for each conversation leg:

     • Dialog ID (JTAPI ID)

     • Customer ANI

     • Agent Extension

2. Link Uploader Service

   • Introduce a new service in Link Uploader with a dedicated profile for VRS recordings for Cisco calls.

   • The service will generate and push recording links into CX by matching records using:

     • nearend_addr

     • farend_addr

   • Data will be retrieved from the Mixed Session DB using JTAPI  ID.

3. Voice Activities OM Changes

   • Updates will be required in Voice Activities OM to support sending recording links at the per-leg level.

   • A new key will be introduced to support this recording-link mapping mechanism.

4. Unified Admin Frontend

   • Unified Admin frontend will be enhanced to support and display the new voice recording links schema against new OM.

Scope and Validation

This solution is currently proposed for UCCX recordings but is a generic solution which will be generic for UCCE as well.

The following call scenarios have been tested and are promised to live customers (TT) as well:

Inbound Calls

• Simple

• Consult

• Consult Transfer

• Direct Transfer

Outbound Calls

• Simple

For more calls leg support, a activity from QA will be required to test said connector against different call scenario.

Limitations / Open Items

• The generic solution is yet to cover screen recording link (next immediate item to take up).

• UCCE testing is pending for Cisco Connector. (next immediate item to take up as well)

• Conference calls are currently not supported by the QM Frontend nor tested nor discussed.

• QA action item:

  • Execute validation across all supported call-leg scenarios.

  • Provide a support matrix/report indicating which legs are fully supported.

  • Based on findings, identify and implement any additional required changes for next call legs support.