Solution Prerequisites

The following are the solution setup prerequisites.

Software requirements

Hardware requirements

Installation Steps

1. Install Docker and Docker Compose on the host operating system.

2. Download the deployment script  and place it in the user home or any desired directory. This script will:

   1. delete the recording-solution directory if it exists.

3. To execute the script, give it the execute permissions and execute it. 

   $ chmod 755 deployment.sh $ ./deployment.sh

4. change to newly created directory with name recording-solution. This directory contains all the required files.

5. Run SQL script in SqlServer to create database and tables.  (recording-solution/db_schema_sqlserver.sql).

6. Create an Application User in CUCM with Standard CTI Enabled Permission group. Add all devices that are supposed to be recording enabled to this user controlled devices list. This user will be used add JTAPI Observer to observe the call END events.

7. Update the following environment variables in the files inside recording-solution/environment-variables folder.

   general-environment.env
   Name	Description
   DB_URL	VRS database connection URL jdbc:jtds:sqlserver://192.168.1.92:1433/vrs;user=sa;password=Expertflow464
   DB_DRIVER	JDBC driver net.sourceforge.jtds.jdbcx.JtdsDataSource
   CC_TYPE	Cisco Contact center type (UCCX or UCCE)
   TZ	Timezone (Asia/Karachi)
   ENCRYPTION_ENABLED	To enable/disable recorded file encryption true = enabled false = disabled
   AMQ_PRIMARY	Primary ActiveMQ URL, (VRS machine IP) tcp://192.168.1.242:61616
   AMQ_SECONDARY	Secondary ActiveMQ URL, Keep it same as primary if ActiveMQ not available in HA
   AMQ_TIMEOUT	3000, keep it same
   AMQ_RANDOMIZE	false, keep it same
   AMQ_PRIORITY_BACKUP	true, keep it same
   LOCAL_MACHINE_IP	VRS machine IP
   CUCM IP	Cisco Call Manager IP
   CUCM_APPLICATION_USER_NAME	CUCM Application user's username created in step 6.
   CUCM_APPLICATION_USER_PASSWORD	CUCM Application user's password created in step 6.
   TIME_CUSHION	The number of seconds to add to the start and end time of call when calling API from CIM. There are few seconds difference between CIM interaction's start and end time and recording solution start and end time since CIM fetch interactions from Finesse while recording solution gets time from CUCM
   MAX_RING_TIME	Maximum Call ring time on agent desktop, default is 30 seconds
   CALL_TIMEOUT	Socket timeout for recording rtp packets, set it to 10
   THREAD_TIME	Interval in seconds between two jobs that clears completed calls, set it 10
   ENCODED_FILE_EXTENSION	Extension to use with encryption file. It should be set to "enc"
   DIRECTORY_PATH_TO_MONITOR	This and following 9 variables are used for the archival process. This variable will hold the path of the recording
   ARCHIVED_MEDIA_FILES_EXTENSION	The archival process will archive recordings with this extension, set it to "wav"
   NO_OF_DAYS	The number of days to keep recordings in the primary server. Recordings older than this value days will be archived
   SFTP_HOST	SFTP hostname or IP
   SFTP_PORT	SFTP port
   SFTP_USERNAME	SFTP username
   SFTP_PASSWORD	SFTP password
   ARCHIVAL_JOB_INTERVAL	Archival process will run every this values seconds and archive any pending archival recordings
   RETRY_LIMIT	Number of retries on pending archival recording folders
   ARCHIVE_PATH	The shared path on the archival server where archival process archive recordings
   ARCHIVE_PATH_USER	Archive path's machine user
   ARCHIVE_PATH_PASS	Archive path's machine password
   UCCE_DB_URL	UCCE awdb database connection URL, used for UCCE deployment only. jdbc:jtds:sqlserver://192.168.1.87:1433/ucce_awdb;user=sa;password=Expertflow464
   Used for UCCX deployment only...
   UCCX_URL	UCCX URL, used for fetching agent details,  https://192.168.1.101
   UCCX_USERNAME	UCCX user,  should have privileges to fetch agents
   UCCX_PASSWORD	UCCX user password
   ui-environment.env
   DB_IP	VRS database machine IP
   DB_USER	VRS database user
   DB_PASSWORD	Database password
   DB_NAME	Database name

8. Execute following commands to allow specific port required for voice recording. 

   firewall-cmd --zone=public --permanent --add-port=5060/tcp firewall-cmd --zone=public --permanent --add-port=16384-18768/udp firewall-cmd --zone=public --permanent --add-port=16613-16617/tcp firewall-cmd --zone=public --permanent --add-port=8080-8081/tcp firewall-cmd --zone=public --permanent --add-port=8161-8162/tcp   firewall-cmd --reload

9. To change the default self-signed SSL certificates used with the application, replace server.crt and server.key files inside recording-solution/certificates folder.

10. Having environment configurations done,  navigate to the recording-solution directory and execute the following commands: 

    $  chmod 755 install.sh $ ./install.sh

11. Run the following command to ensure that all the components are up and running: 

    docker ps -a
    Open

    

12. Create a SIP trunk in Cisco Call Manager with recorder being VRS machine. Follow this steps to configure sip trunk. Seek help from Call Manager administrator if you don't know what this is.

Troubleshooting

1. If calls are not recorded, check the following things

   1. Verify SIP events are logged in in core-recorder service when call is connected. If events are not logged then it means SIP trunk is not configured properly or recording is not enabled on device.

   2. If SIP events are logged but still no recordings, search for No RTP payload received error in recorder logs, if there are such error then check if Recording Media Source  is set to Phone Preferred  in phone settings on CUCM.

   3. Make sure Built-in Bridge is enabled on phones.

   4. Check for any errors in Mixer services logs, calls may be recorded but not properly mixed.

   5. if core-recorder and Mixer services logs are okay still not recordings on UI, check apis logs for any error