Nir Aes101so

Avaya Solution & Interoperability Test Lab
Application Notes for NICE Inform Recorder to

interoperate with Avaya Aura® Communication Manager
and Avaya Aura® Application Enablement Services using
DMCC Service Observing to record calls - Issue 1.0
Abstract
These Application Notes describe the configuration steps for the NICE Inform Recorder R9.2
to interoperate with the Avaya solution consisting of an Avaya Aura® Communication Manager
R10.1 and Avaya Aura® Application Enablement Services R10.1 using Service Observing.
Readers should pay attention to Section 2, in particular the scope of testing as outlined in
Section 2.1 as well as the observations noted in Section 2.2, to ensure that their own use cases
are adequately covered by this scope and results.
Information in these Application Notes has been obtained through DevConnect compliance
testing and additional technical discussions. Testing was conducted via the DevConnect
Program at the Avaya Solution and Interoperability Test Lab.
PG; Reviewed: Solution & Interoperability Test Lab Application Notes 1 of 41

SPOC 12/6/2022 ©2022 Avaya Inc. All Rights Reserved. NIR_AES101SO
1. Introduction
These Application Notes describe the configuration steps for the NICE Inform Recorder R9.2 to
interoperate with the Avaya solution consisting of an Avaya Aura® Communication Manager
R10.1 and Avaya Aura® Application Enablement Services R10.1 using Service Observing.
NICE Trading Recorder (NTR) is a product equivalent to NICE Inform Recorder (NIR). NIR
was used in this testing. Attachment 1 is a Conformance Letter in which NICE declares the
equivalency of the two products, the equivalent SW versions, and that testing with one product
applies to both. For additional information contact NICE support as shown in Section 2.3.
NICE Inform Recorder uses Communication Manager’s Service Observing feature via the
Application Enablement Services (AES) Device, Media, and Call Control (DMCC) interface and
the Telephony Services API (TSAPI) to capture the audio and call details for call recordings on
various Communication Manager H.323, SIP, and Digital endpoints, listed in Section 4.
The Avaya Telephony Services API (TSAPI) integration allows NIR to receive call-related
events and metadata from AES. This integration must be paired with an audio capture method, in
this case DMCC Multiple Registration to provide an audio source for recordings.
DMCC works by allowing software vendors to create soft phones, in memory on a recording
server, and use them to monitor and record other phones. This is purely a software solution and
does not require telephony boards or any wiring beyond a typical network infrastructure. The
DMCC API associated with the AES server monitors the digital and VoIP extensions. The
application uses the AE Services DMCC to ‘Observe’ the target extension using Virtual
Extensions on Communication Manager to do so. When the target extension joins a call, the
application using Service Observing receives the call’s aggregated RTP media stream via the
recording device and records the call.
NICE Inform Recorder is fully integrated into a LAN (Local Area Network) and includes easy-
to-use Web based applications (i.e., NICE Application) that works with the Microsoft .NET
framework and is used to retrieve telephone conversations from a comprehensive long-term calls
database. This application registers an extension with Communication Manager and waits for
that extension to be dialed. NICE Inform Recorder contains tools for audio retrieval, centralized
system security authorization, system control, and system status monitoring. Also included is a
call parameters database that tightly integrates via CTI link PABXs and ACD’s including
optional advanced audio archive database management, search tools, a wide variety of
Recording-on-Demand capabilities, and comprehensive long-term call database for immediate
retrieval.
2. General Test Approach and Test Results

The interoperability compliance testing evaluated the ability of NICE Inform Recorder to carry
out call recording in a variety of scenarios using DMCC Service Observing with AES and
Communication Manager. A range of Avaya endpoints were used in the compliance testing all of
which are listed in Section 4.

DevConnect Compliance Testing is conducted jointly by Avaya and DevConnect members. The
jointly defined test plan focuses on exercising APIs and/or standards-based interfaces pertinent to
the interoperability of the tested products and their functionalities. DevConnect Compliance
Testing is not intended to substitute full product performance or feature testing performed by
DevConnect members, nor is it to be construed as an endorsement by Avaya of the suitability or
completeness of a DevConnect member’s solution.
Avaya recommends our customers implement Avaya solutions using appropriate security and
encryption capabilities enabled by our products. The testing referenced in these DevConnect
Application Notes included the enablement of supported encryption capabilities in the Avaya
products. Readers should consult the appropriate Avaya product documentation for further
information regarding security and encryption capabilities supported by those Avaya products.
Support for these security and encryption capabilities in any non-Avaya solution component is
the responsibility of each individual vendor. Readers should consult the appropriate vendor-
supplied product documentation for more information regarding those products.
For the testing associated with these Application Notes, the interface between Avaya systems
and NICE Inform Recorder did not include use of any specific encryption features as requested
by NICE.
2.1. Interoperability Compliance Testing

The interoperability compliance test included both feature functionality and serviceability
testing. The feature functionality testing focused on placing and recording calls in different call
scenarios with good quality audio recordings and accurate call records. The tests included:
• Inbound/Outbound calls – Test call recording for inbound and outbound calls to the
Communication Manager to and from PSTN callers.
• Hold/Transferred/Conference calls – Test call recording for calls transferred to and in
conference with PSTN callers.
• Feature calls - Test call recording for using features such as Call Park, Call Pickup,
Supervisor Observing the call.
• Calls to Elite Agents – Test call recording for calls to Communication Manager Agents,
these include calls to VDN’s and to Hunt Groups.
• Serviceability testing - The behavior of NICE Inform Recorder under different
simulated failure conditions.
Note: A 2N Dual Redundancy configuration was not possible with DMCC Service Observing
due to the limitations on the number of Service Observers. This type of redundancy is possible
using DMCC Multiple Registration and information on this is available on Application Notes for
NICE Inform Recorder with Avaya Aura® Communication Manager and Avaya Aura®
Application Enablement Services using DMCC Multiple Registration in a 2N Dual Redundancy
configuration.

2.2. Test Results
All functionality and serviceability test cases were completed successfully. The following
observation was noted, for conference or transferred calls there may be multiple recordings
present as each of the endpoints may be monitored and would result in duplicate recordings.
2.3. Support
Product documentation for NICE products may be found on ExtraNICE at:
https://www.extranice.com/Security/Pages/default.aspx
(ExtraNICE user account and password required)

3. Reference Configuration
The configuration in Figure 1 was used to compliance test NICE Inform Recorder with the
Avaya solution using DMCC Service Observing to record calls. The NICE server is setup for
DMCC Service Observing mode and connects to the AES.
Figure 1: Connection of NICE Inform Recorder with Avaya Aura® Communication Manager
R10.1 and Avaya Aura® Application Enablement Services R10.1

4. Equipment and Software Validated
The following equipment and software were used for the sample configuration provided:
Equipment/Software Release/Version
10.1.0.0
Build No. – 10.1.0.0.537353
Avaya Aura® System Manager
SW Update Revision No:
10.1.0.0.0614254
10.1
Avaya Aura® Session Manager
Build No. – 10.1.0.0.1010105
10.1.0.1.0-SP1
Avaya Aura® Communication
Update ID 01.0.974.0-27372
10.1.0
Avaya Aura® Application Enablement Services
Build 10.1.0.1.0.7-0
Avaya Session Border Controller for Enterprise 8.1.3.0-31-21052
Avaya G430 Media Gateway 41.16.0/1
Avaya J00 Series (H.323) 6.8304
Avaya J100 Series (SIP) 4.0.7.1.5
Avaya 9408 Digital Phone 2.00
Avaya Agent for Desktop (SIP) 2.0.6.23.3005
Avaya Workplace for Windows 3.28.0.73

NICE Inform Recorder (NIR) “All-in-one” NIR 9.2.1
configuration, running on Windows Server 2019 Avaya DMCC Integration 80.3.4
Avaya TSAPI 8.0.1
Avaya DMCC .NET 4.7.1
Note: This NIR integration version is equivalent to

NTR integration version 10.5.22.
Note: The Avaya Aura® platform is running on VMware.

5. Configure Avaya Aura® Communication Manager
The information provided in this section describes the configuration of Communication Manager
relevant to this solution. For all other provisioning information such as initial installation and
configuration, please refer to the product documentation in Section 10.
The configuration illustrated in this section was performed using Communication Manager
System Administration Terminal (SAT).
5.1. Verify System Features

Use the display system-parameters customer-options command to verify that Communication
Manager has permissions for features illustrated in these Application Notes. On Page 4, ensure
that Computer Telephony Adjunct Links? is set to y as shown below.
display system-parameters customer-options Page 4 of 12

OPTIONAL FEATURES
Abbreviated Dialing Enhanced List? y Audible Message Waiting? y

Access Security Gateway (ASG)? n Authorization Codes? y
Analog Trunk Incoming Call ID? y CAS Branch? n
A/D Grp/Sys List Dialing Start at 01? y CAS Main? n
Answer Supervision by Call Classifier? y Change COR by FAC? n
ARS? y Computer Telephony Adjunct Links? y
ARS/AAR Partitioning? y Cvg Of Calls Redirected Off-net? y
ARS/AAR Dialing without FAC? n DCS (Basic)? y
ASAI Link Core Capabilities? y DCS Call Coverage? y
ASAI Link Plus Capabilities? y DCS with Rerouting? y
Async. Transfer Mode (ATM) PNC? n
Async. Transfer Mode (ATM) Trunking? n Digital Loss Plan Modification? y
ATM WAN Spare Processor? n DS1 MSP? y
ATMS? y DS1 Echo Cancellation? y
Attendant Vectoring? y
5.2. Note procr IP Address for Avaya Aura® Application Enablement

Services Connectivity
Display the procr IP address by using the command display node-names ip and noting the IP
address for the procr.
display node-names ip Page 1 of 2

IP NODE NAMES
Name IP Address
SM100 10.10.40.12
aespri101x 10.10.40.16
aessec101x 10.10.40.46
g450 10.10.40.15
procr 10.10.40.13

5.3. Configure Transport Link for Avaya Aura® Application
Enablement Services Connectivity
To administer the transport link to AES, use the change ip-services command. On Page 1 add an
entry with the following values:
• Service Type: Should be set to AESVCS.
• Enabled: Set to y.
• Local Node: Set to the node name assigned for the procr in Section 5.2.
• Local Port: Retain the default value of 8765.
change ip-services Page 1 of 3
IP SERVICES
Service Enabled Local Local Remote Remote
Type Node Port Node Port
AESVCS y procr 8765
Go to Page 4 of the ip-services form and enter the following values:

• AE Services Server: Name obtained from the AES server, in this case aespri101x.
• Password: Enter a password to be administered on the AES server.
• Enabled: Set to y.
Note: The password entered for Password field must match the password on the AES server in
Section 6.2. The AE Services Server should match the administered name for the AES server;
this is created as part of the AES installation and can be obtained from the AES server by typing
uname –n at the Linux command prompt.
change ip-services Page 4 of 4

AE Services Administration
Server ID AE Services Password Enabled Status

Server
1: aespri101x ******** y in use
2: aessec101x ******** y in use
3:
5.4. Configure CTI Link for TSAPI Service

Add a CTI link using the add cti-link n command. Enter an available extension number in the
Extension field. Enter ADJ-IP in the Type field, and a descriptive name in the Name field.
Default values may be used in the remaining fields.
add cti-link 1 Page 1 of 3

CTI LINK
CTI Link: 1
Extension: 3990
Type: ADJ-IP
COR: 1
Name: aespri101x

5.5. Configure Communication Manager for Service Observing
Type display cor x, where x is the COR number, to check the existing Class of Restriction.
Ensure that Can be Service Observed and Can Be A Service Observer are set to y, if not type
change cor x to make a change to the Class or Restriction. These values need to be enabled in
order for Service Observing to work for call recording.
display cor 1 Page 1 of 23

CLASS OF RESTRICTION
COR Number: 1
COR Description:
FRL: 0 APLT? y
Can Be Service Observed? y Calling Party Restriction: all-toll
Can Be A Service Observer? y Called Party Restriction: none
Time of Day Chart: 1 Forced Entry of Account Codes? n
Priority Queuing? n Direct Agent Calling? y
Restriction Override: all Facility Access Trunk Test? n
Restricted Call List? n Can Change Coverage? n
Unrestricted Call List: 1
Access to MCT? y Fully Restricted Service? n
Group II Category For MFC: 7 Hear VDN of Origin Annc.? n
Send ANI for MFE? n Add/Remove Agent Skills? n
MF ANI Prefix: Automatic Charge Display? n
Hear System Music on Hold? y PASTE (Display PBX Data on Phone)? n
Can Be Picked Up By Directed Call Pickup? y
Can Use Directed Call Pickup? y
Group Controlled Restriction: inactive
Type change system-parameters features, on Page 11 ensure that Allow Two Observes in
Same Call is set to y.
change system-parameters features Page 11 of 19

FEATURE-RELATED SYSTEM PARAMETERS
CALL CENTER SYSTEM PARAMETERS
EAS
Expert Agent Selection (EAS) Enabled? y
Minimum Agent-LoginID Password Length:
Direct Agent Announcement Extension: Delay:
Message Waiting Lamp Indicates Status For: station
VECTORING
Converse First Data Delay: 0 Second Data Delay: 2
Converse Signaling Tone (msec): 100 Pause (msec): 70
Prompting Timeout (secs): 10
Interflow-qpos EWT Threshold: 2
Reverse Star/Pound Digit For Collect Step? n
Available Agent Adjustments for BSR? n
BSR Tie Strategy: 1st-found
Store VDN Name in Station's Local Call Log? n
SERVICE OBSERVING
Service Observing: Warning Tone? y or Conference Tone? n
Service Observing/SSC Allowed with Exclusion? n
Allow Two Observers in Same Call? y

Type change feature-access-codes to access the feature codes on Communication Manager.
Scroll to Page 5 in order to view or change the Service Observing access codes. Note the
Service Observing Listen Only Access Code is *56; this will be required in Section 7 during
the setup of NICE Inform Recorder.
change feature-access-codes Page 5 of 12

FEATURE ACCESS CODE (FAC)
Call Center Features
AGENT WORK MODES
After Call Work Access Code: #36
Assist Access Code:
Auto-In Access Code: #38
Aux Work Access Code: #39
Login Access Code: #40
Logout Access Code: #41
Manual-in Access Code: #42
SERVICE OBSERVING
Service Observing Listen Only Access Code: *56
Service Observing Listen/Talk Access Code: *57
Service Observing No Talk Access Code:
Service Observing Next Call Listen Only Access Code:
Service Observing by Location Listen Only Access Code:
Service Observing by Location Listen/Talk Access Code:
AACC CONFERENCE MODES

Restrict First Consult Activation: Deactivation:
Restrict Second Consult Activation: Deactivation:
5.6. Configure H323 Stations for Service Observing

All endpoints that are to be monitored by NICE will need to have the appropriate Class of
Restriction which would be that created in Section 5.5. Ensure that COR is set to the correct
number. Note the Security Code that may be required in Section 7.
change station x Page 1 of 6

STATION
Extension: x Lock Messages? n BCC: 0

Type: 9608 Security Code: 1234 TN: 1
Port: S00101 Coverage Path 1: COR: 1
Name: Extension Coverage Path 2: COS: 1
Hunt-to Station:
STATION OPTIONS
Time of Day Lock Table:
Loss Group: 19 Personalized Ringing Pattern: 1
Message Lamp Ext: 1591
Speakerphone: 2-way Mute Button Enabled? y
Display Language: english
Survivable GK Node Name:
Survivable COR: internal Media Complex Ext:
Survivable Trunk Dest? y IP SoftPhone? y
IP Video Softphone? n
Short/Prefixed Registration Allowed: default

5.7. Configure Virtual Stations for Service Observing
Add virtual stations to allow NICE Inform Recorder record calls using Service Observing. Type
add station x where x is the extension number of the station to be configured, also note this
extension number for configuration required in Section 7. Note the Security Code and ensure
that IP SoftPhone is set to y. Note also the COR for the stations, this will be set to that
configured in Section 5.5.
add station 33001 Page 1 of 6

STATION
Extension: 33001 Lock Messages? n BCC: 0

Type: 9620 Security Code: 1234 TN: 1
Port: S00101 Coverage Path 1: COR: 1
Name: Recorder Coverage Path 2: COS: 1
Hunt-to Station:
STATION OPTIONS
Time of Day Lock Table:
Loss Group: 19 Personalized Ringing Pattern: 1
Message Lamp Ext: 33001
Speakerphone: 2-way Mute Button Enabled? y
Display Language: english
Survivable GK Node Name:
Survivable COR: internal Media Complex Ext:
Survivable Trunk Dest? y IP SoftPhone? y
IP Video Softphone? n
Short/Prefixed Registration Allowed: default

5.8. Configure SIP Stations for Service Observing
Each Avaya SIP endpoint or station that needs to be monitored for call recording will need to
have the correct Class of Restriction assigned. Changes to SIP phones on Communication
Manager must be carried out from System Manager. Access the System Manager using a Web
Browser by entering http://<FQDN >/network-login, where <FQDN> is the fully qualified
domain name of System Manager or the IP address of System Manager can be used as an
alternative to the FQDN. Log in using appropriate credentials.
Note: The following shows changes to a SIP extension and assumes that the SIP extension has
been programmed correctly and is fully functioning.

From the home page, click on Users → User Management → Manage Users, as shown below.
Click on Manager Users in the left window. Select the station to be edited and click on Edit.

Click on the CM Endpoint Profile tab in the left window. Click on Endpoint Editor to make
changes to the SIP station.
In the General Options tab ensure that Class of Restriction is set correctly. Click on Done, at
the bottom of the screen once this is set, (not shown).

Click on Commit once this is done to save the changes.

6. Configure Avaya Aura® Application Enablement Services
This section provides the procedures for configuring Application Enablement Services. The
procedures fall into the following areas:
• Verify Licensing
• Switch Connection
• Administer TSAPI Link
• Identify Tlinks
• Enable TSAPI and DMCC Ports
• Create CTI User
• Configure Security
• Restart AE Server
6.1. Verify Licensing

To access the AES Management Console, enter https://<ip-addr> as the URL in an Internet
browser, where <ip-addr> is the IP address of AES. At the login screen displayed, log in with the
appropriate credentials and then select the Login button.

The Application Enablement Services Management Console appears displaying the Welcome to
OAM screen (not shown). Select AE Services and verify that the TSAPI and DMCC Services
are licensed by ensuring that TSAPI Service and DMCC Service are in the list of Services and
that the License Mode is showing NORMAL MODE. If not, contact an Avaya support
representative to acquire the appropriate license.
The TSAPI and DMCC licenses are user licenses issued by the Web License Manager to which
the Application Enablement Services server is pointed to. From the left window open Licensing
and click on WebLM Server Access as shown below.

The following screen shows the available licenses for TSAPI and DMCC users.
6.2. Switch Connection to Avaya Aura® Communication Manager

Typically, the connection between the AES and Communication Manager is setup as part of the
initial installation and would not usually be outlined in these Application Notes. Due to the
nature of this particular setup with two connections from Communication Manager to two
separate AES’s the switch connection will be displayed on this section. From the AES
Management Console navigate to Communication Manager Interface → Switch Connections,
the connection to Communication Manager should be present as shown below but if one is not
present one can be added by clicking on Add Connection.

In the resulting screen, enter the Switch Password; the Switch Password must be the same as
that entered into Communication Manager AE Services Administration screen via the change ip-
services command, described in Section 5.3. A connection from the NICE server to the AES
could not be made with Secure H323 Connection ticked and so this was left unticked, as shown
below. Click Apply to save changes.
From the Switch Connections screen, select the radio button for the recently added switch
connection and select the Edit PE/CLAN IPs button (not shown), see screen at the bottom of the
previous page. In the resulting screen, enter the IP address of the procr as shown in Section 5.2
that will be used for the AES connection and select the Add/Edit Name or IP button.

Clicking on Edit Signaling Details below brings up the H.323 Gatekeeper page.
The IP address of Communication Manager is set for the H.323 Gatekeeper, as shown below.

6.3. Administer TSAPI link
From the Application Enablement Services Management Console, select AE Services → TSAPI
→ TSAPI Links. Select Add Link button as shown in the screen below.
On the Add TSAPI Links screen (or the Edit TSAPI Links screen to edit a previously
configured TSAPI Link as shown below), enter the following values:
• Link: Use the drop-down list to select an unused link number.
• Switch Connection: Choose the switch connection cm101x, which has already been
configured in Section 6.2 from the drop-down list.
• Switch CTI Link Number: Corresponding CTI link number configured in Section 5.4
which is 1.
• ASAI Link Version: 12 was used for compliance testing but the latest version available
can be chosen).
• Security: This can be left at the default value of Both.
Once completed, select Apply Changes.

Another screen appears for confirmation of the changes made. Choose Apply.
When the TSAPI Link is completed, it should resemble the screen below.

6.4. Identify Tlinks
Navigate to Security → Security Database → Tlinks. Verify the value of the Tlink Name.
This will be needed to configure NICE Inform Recorder in Section 7.

6.5. Enable TSAPI and DMCC Ports
To ensure that TSAPI ports are enabled, navigate to Networking → Ports. Ensure that the
TSAPI ports are set to Enabled as shown below. Ensure that the DMCC Server Ports are also
Enabled and take note of the Unencrypted Port 4721 which will be used later in Section 7.

6.6. Create CTI User
A User ID and password needs to be configured for NICE Inform Recorder to communicate with
the Application Enablement Services server. Navigate to the User Management → User Admin
screen then choose the Add User option.

In the Add User screen shown below, enter the following values:
• User Id - This will be used by NICE Inform Recorder setup in Section 7.
• Common Name and Surname - Descriptive names need to be entered.
• User Password and Confirm Password - This will be used with the NICE Inform
Recorder setup in Section 7.
• CT User - Select Yes from the drop-down menu.
Click on Apply Changes at the bottom of the screen (not shown).

6.7. Configure Security
The CTI user permissions and the database security are set under Security Database.
6.7.1. Configure Database Control

The security database can be set differently depending on the requirements of the customer in
question. For compliance testing, the DevConnect lab was setup as shown below, however this
may be changed by opening Control and ticking the boxes shown.
Note: The AES Security Database (SDB) provides the ability to control a user’s access
privileges. The SDB stores information about Computer Telephony (CT) users and the devices
they control. The DMCC service, the TSAPI service, and Telephony Web Services use this
information for permission checking. Please look to Section 10 for more information on this.

6.7.2. Associate Devices with CTI User
Navigate to Security → Security Database → CTI Users → List All Users. Select the CTI
user added in Section Error! Reference source not found. and click on Edit.
In the main window ensure that Unrestricted Access is ticked. Once this is done click on Apply
Changes.

6.8. Restart AE Server
Once everything is configured correctly, it is best practice to restart AE Server (if possible), this
will ensure that the new connections are brought up correctly. Click on the Restart AE Server
button at the bottom of the screen.
A message confirming the restart will appear, click on Restart to proceed.

7. Configure NICE Inform Recorder
The installation of NICE Inform Recorder is usually carried out by an engineer from NICE and is
outside the scope of these Application Notes. For information on the installation of NICE Inform
Recorder contact NICE as per the information provided in Section 2.3.
The following sections will outline the process involved in connecting NICE Inform Recorder to
the Avaya Solution. All configuration of NICE Inform Recorder for connection with the AES is
performed using a web browser connecting to the NICE Inform Recorder Application Server.
Open a web browser as shown navigate to http://<NICE ServerIP>/ as shown below and enter
the appropriate credentials and log in.
Note: Internet Explorer 11 or Edge (Chromium) should be used to connect to NICE Inform
Recorder.
Note: Information on the connection to Avaya is gathered prior to any installation. This
information includes the connection to the AES as well as devices to be monitored along with
any AES usernames, passwords that need to be used for the connection. During the installation
the connections to AES/Communication Manager are set up and created and therefore these
Application Notes can only show the existing connections that were created during setup.

Once logged in, click on the CTI INTEGRATION tab.
Within this tab there are other tabs as shown in the screen below, cti servers, links, link groups,
targets etc. Clicking on the CTI SERVERS tab will show the CTI server set up during the
installation. By clicking on the edit icon, changes can be made to this if deemed necessary.

The link to AES is configured during the installation of NICE Inform Recorder, however this
connection may need to be altered and if so, click on the edit icon as shown below.
Under the LINKS tab the existing link to AES is shown and can be edited by clicking on the
icon opposite the link as highlighted.
Pressing the edit button above will allow changes to be made to the following.

Scrolling down further. The following extras need to be added in order for Service Observing to
work properly. The Service Observing Code from Section 5.5 is added along with the Virtual
Extensions from Section 5.7.
The Connection host, IP port, the Connection user and password should not need any editing
as these will be added as part of the original installation. In the event that there is a bad
connection, these fields can be re-entered as shown below.
A link group must be added, and this is done by first clicking on the LINK GROUPS tab as
shown below. Then click on the + icon (not shown), this will open a new window where the link
information can be entered and saved by clicking on OK. A suitable Link group name is given,
the CTI server that was added during the installation is chosen. The Channel assignment was
Ascending for compliance testing, the others were left as default as shown below.

The existing link that was created during installation is now added to the newly created link
group.
Targets can be added by clicking on the TARGETS tab and clicking on the + icon below.
Targets are Avaya phones that need to be monitored.
Once the + icon is pressed a new window is opened as shown below. Here the information on the
new Avaya extension is entered, this new extension being Digital. Note that the Target Type
can be chosen from the list as shown below. For “Service Observing” recording Extension SO is
selected as shown below. The Password for this station can be added here also.

8. Verification Steps
This section provides the steps that can be taken to verify correct configuration of the NICE
Inform Recorder and Application Enablement Services.
8.1. Verify Avaya Aura® Communication Manager CTI Service State

Before checking the connection between NICE Inform Recorder and AES, check the connection
between Communication Manager and AES to ensure it is functioning correctly. Check the
AESVCS link status by using the command status aesvcs cti-link. Verify the Service State of
the CTI link is established.
status aesvcs cti-link
AE SERVICES CTI LINK STATUS
CTI Version Mnt AE Services Service Msgs Msgs

Link Busy Server State Sent Rcvd
1 12 no aespri101x established 865 865
8.2. Verify TSAPI Link

On the AES Management Console, verify the status of the TSAPI link by selecting Status →
Status and Control → TSAPI Service Summary to display the TSAPI Link Details screen.
Verify the status of the TSAPI link by checking that the Status is Talking and the State is
Online. There were six devices monitored during compliance testing and so Associations is
showing 6 below.

Clicking on User Status from the screen on the previous page should display something similar
to that shown below, where the NICE user and corresponding Tlink Name are shown.
8.3. Verify DMCC link on AES

Verify the status of the DMCC link by selecting Status → Status and Control → DMCC
Service Summary to display the DMCC Service Summary – Session Summary screen. The
screen below shows that the user nice1 is connected from the IP address 10.10.40.128, which is
the NICE server. The screen below shows that five devices were being monitored using DMCC
Multiple Registration.

8.4. Verify connection from NICE server
Open a web browser (must be Internet Explorer to allow IE to load the “Audio Player” applet
into the recorder web browser. Edge does not support Silverlight applications unless it is run in
“IE mode”) to the NICE server, http://<NICE IP>. Log in with the appropriate credentials.
Click on CTI Integration, the Link state should show Logged in, as shown below.
Click on Selection Overview, the Target state should show as Selected.

8.5. Verify calls are being recorded
From any of the monitored Avaya endpoints make a series of inbound and outbound calls. Once
these calls are completed, they should be available for playback through a web browser to the
NICE Inform Recorder server.
Note: The primary method for performing search and replay is the NICE Inform suite of
applications.
From the home page, click on recorded calls at the top of the screen.
Enter an appropriate Date span and click on Submit query.

Click on whatever recording is required for play back and this will play back the recording using
the sound device on that PC to play back the call.
The call is played back as shown below.

9. Conclusion
These Application Notes describe the configuration steps required for NICE Inform Recorder
R9.2 to interoperate with the Avaya solution consisting of an Avaya Aura® Communication
Manager R10.1 and Avaya Aura® Application Enablement Services R10.1using DMCC Service
Observing to record calls. All feature functionality and serviceability test cases were completed
successfully with some issues and observations noted in Section 2.2.
10. Additional References

This section references the Avaya and NICE product documentation that are relevant to these
Application Notes.
Product documentation for Avaya products may be found at http://support.avaya.com.

[1] Administering Avaya Aura® System Manager. Release 10.1.x, Issue 6, June 2022.
[2] Administering Avaya Aura® Session Manager. Release 10.1.x, Issue 3, April 2022.
[3] Administering Avaya Aura® Communication Manager. Release 10.1, Issue 1, December
2021.
[4] Administering Avaya Aura® Application Enablement Services. Release 10.1.x, Issue 4, April
2022.
[5] Implementing and Administering Avaya Aura® Media Server. Release 10.1.x, Issue 2, July
2022.
[6] RFC 3261 SIP: Session Initiation Protocol, http://www.ietf.org/
[7] RFC 2833 RTP Payload for DTMF Digits, Telephony Tones and Telephony Signals,
http://www.ietf.org/
Product documentation for NICE products may be found on ExtraNICE at:

https://www.extranice.com/Security/Pages/default.aspx
(ExtraNICE user account and password required)

©2022 Avaya Inc. All Rights Reserved.
Avaya and the Avaya Logo are trademarks of Avaya Inc. All trademarks identified by ® and
™ are registered trademarks or trademarks, respectively, of Avaya Inc. All other trademarks
are the property of their respective owners. The information provided in these Application
Notes is subject to change without notice. The configurations, technical data, and
recommendations provided in these Application Notes are believed to be accurate and
dependable but are presented without express or implied warranty. Users are responsible for
their application of any products specified in these Application Notes.
Please e-mail any questions or comments pertaining to these Application Notes along with the
full title name and filename, located in the lower right corner, directly to the Avaya
DevConnect Program at devconnect@avaya.com.

ATTACHMENT 1
NICE Systems T+44 (0)1489 771 200 F+44 (0)1489 771 533
Tollbar Way E info@nice.com
Hedge End
Southampton
Hampshire SO30 2ZP
United Kingdom
14th October 2022
To whom it may concern
NICE NIR and NTR recording platforms interoperability with Avaya Aura 10.1
NICE confirms that the NICE Inform Recorder (NIR) and NICE Trading Recorder (NTR) share a
common software base. Both recording platforms offer a NICE-Avaya Aura DMCC integration
which share common components, primarily the “Link Controller” to interface and interoperate
with the Avaya Aura system.
The table below shows the version (feature) equivalence of the NIR and NTR integrations.
Platform Avaya Aura Applicability

Recording Platform
Version Integration
NICE Inform Recorder (NIR) 9.2 80.3 NICE Public Safety Line of Business
NICE Trading Recorder (NTR) 6.7 10.5 Financial Markets Compliance Line of Business
The table below shows NIR and NTR feature differences with respect to the Avaya Aura integration
Platform Feature differences

Recording Platform
Version
NICE Inform Recorder (NIR) 9.2 Replay of recorded calls: NICE Inform suite of applications
NICE Trading Recorder (NTR) 6.7 Replay of recorded calls: NICE Compass suite of applications
Avaya Integration: Support for Recording Announcement
Given the above information, we view the latest DevConnect Compliance Testing of NIR 9.2 with
Avaya Aura DMCC integration 80.3 to also cover the NTR equivalent above.
A more detailed description of the integration between Avaya DMCC, NICE Inform Recorder, and
NICE Trading Recorder can be found in the NICE Avaya DMCC Integration 80.3 Release Note
here: ExtraNICE (Public Safety) Avaya DMCC and ExtraNICE (Enterprise) Connectivity Guides > Avaya .
Jurgen Wessel
J Wessel
Principal Product Owner - NICE Communications Compliance
NICE Systems UK Limited

Registered Office address:
Tollbar Way, Hedge End, Southampton, Hampshire SO30 2ZP United Kingdom
Registered in England and Wales, Company Registration 3403044

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Avaya Solution & Interoperability Test Lab

Application Notes for NICE Inform Recorder to

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2. General Test Approach and Test Results

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2.1. Interoperability Compliance Testing

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Avaya Session Border Controller for Enterprise 8.1.3.0-31-21052

Avaya G430 Media Gateway 41.16.0/1

Avaya J00 Series (H.323) 6.8304

Avaya J100 Series (SIP) 4.0.7.1.5

Avaya 9408 Digital Phone 2.00

Avaya Agent for Desktop (SIP) 2.0.6.23.3005

Avaya Workplace for Windows 3.28.0.73

Note: This NIR integration version is equivalent to

Note: The Avaya Aura® platform is running on VMware.

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5.1. Verify System Features

display system-parameters customer-options Page 4 of 12

Abbreviated Dialing Enhanced List? y Audible Message Waiting? y

5.2. Note procr IP Address for Avaya Aura® Application Enablement

display node-names ip Page 1 of 2

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change ip-services Page 1 of 3

Go to Page 4 of the ip-services form and enter the following values:

change ip-services Page 4 of 4

Server ID AE Services Password Enabled Status

5.4. Configure CTI Link for TSAPI Service

add cti-link 1 Page 1 of 3

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display cor 1 Page 1 of 23

change system-parameters features Page 11 of 19

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change feature-access-codes Page 5 of 12

AACC CONFERENCE MODES

5.6. Configure H323 Stations for Service Observing

change station x Page 1 of 6

Extension: x Lock Messages? n BCC: 0

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add station 33001 Page 1 of 6

Extension: 33001 Lock Messages? n BCC: 0

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6.1. Verify Licensing

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6.2. Switch Connection to Avaya Aura® Communication Manager

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Once completed, select Apply Changes.

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