OAISYS and Mitel Call Recording Solution Configuration

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					  OAISYS and Mitel:
Call Recording Solution
     Configuration
     An OAISYS White Paper
An OAISYS White Paper




Table of Contents
Introduction........................................................................................................................ 3
Mitel 3300 Controller Networks ...................................................................................... 4
   Single Audio Connection Point .................................................................................. 4
   Multiple SRC Proxy Server Connection Points ....................................................... 5
   Trunk Integration with a Single Trunk Gateway ...................................................... 5
   Trunk Integration with Multiple Trunk Gateways ..................................................... 6
   IP Station Integration with Multiple Station Gateways............................................ 7
   Single Station Gateway with SRC Resiliency .......................................................... 8
   Multiple Station Gateways with SRC Resiliency ..................................................... 8
   Mitel 3300 Digital Station Integration ........................................................................ 8
Mitel 5000 Communications Platform Networks ......................................................... 9
   Mitel 5000 IP Station Integration................................................................................ 9
   Mitel 5000 Trunk Integration ....................................................................................... 9
   Mitel 5000 Digital Station Integration ...................................................................... 11
OAISYS Recording Solution Networking.................................................................... 11
OAISYS Hardware Configurations and Performance .............................................. 11
   Call Storage and Port Capacities ............................................................................ 12
   OAISYS Recording Server Base Systems ............................................................. 13
   Load Test Results ...................................................................................................... 13
About OAISYS ................................................................................................................ 14




OAISYS and Mitel: Call Recording Solution Configuration                                                                     Page 2
An OAISYS White Paper




Introduction
OAISYS provides the most comprehensive call recording solution available for the Mitel 3300
Integrated Communications Platform (ICP). Our feature-rich Talkument and Tracer software
solutions are designed to provide superior reliability and flexibility while seamlessly integrating
with the Mitel communications infrastructure.

This document will describe, discuss and demonstrate the multitude of options available for
integrating OAISYS call recording solutions with Mitel’s line of communications platforms,
delivering the unique combination of call recording functionality and resource efficiency
customers require. The eleven diagrams included in this white paper cover trunk integration, use
of the Mitel Secure Recording Connector® (SRC), passive Real-Time Protocol (RTP) Capture and
legacy Time Division Multiplexing (TDM) station integration.

OAISYS products have a uniquely deep integration with the Mitel 3300 communications platform.
For example, it is capable of selectively recording calls using MiTAI computer telephony
integration when recording secondary extensions and shared line appearances. This means all
calls connected to a given telephone station can be intelligently recorded with full data capture,
regardless of phone programming and call routing configuration.

These products integrate tightly to other Mitel software solutions, such as the Contact Center
Management (CCM) and Customer Service Manager (CSM) applications. The full range of
integrated solutions is supported across platform integration options, ensuring businesses obtain
the most effective deployment regardless of configuration choice.

OAISYS Recording Servers and Appliances seamlessly operate in high volume and
geographically distributed environments while providing a single image for ease-of-use and
administration. Any number of servers and appliances can operate together while hosting up to
1,500 connections in a single database.

Mitel’s MiTAI is a telephony API designed for applications requiring sophisticated call and PBX
control functionality. The MiTAI API allows an application to monitor and control telephony
activity for many types of physical and logical devices, such as digital and IP telephones, PSTN
trunks, ACD queues and ACD agents. OAISYS utilizes MiTAI on the Mitel 3300 to provide a full
set of call information that can be used for call recording triggers, permissions and searches.

The Mitel SRC is a software solution that facilitates recording of Mitel encrypted voice streams by
third-party call recording equipment. The SRC provides a central connection point and allows IP
extensions and Mitel Teleworker Solution phones with voice encryption activated to be recorded.
The SRC is a stand-alone software blade that can be downloaded and licensed from the Mitel
Applications Management Center. Some of the benefits delivered by the Mitel SRC include the
ability to record Mitel encrypted voice streams without compromising the security, reliability or
resiliency of the Mitel 3300 ICP, along with the ability to record IC and peer-to-peer calls.

These guidelines will assist you in planning the installation of an OAISYS recording solution.
While this document describes specific installation configurations, it should not be considered a
comprehensive list, as OAISYS recording solutions provide tremendous flexibility to address a
myriad of configuration requirements. Continue reading to discover the right network
configuration to maximize your return on investment while meeting your operational, customer
satisfaction and compliance requirements.




OAISYS and Mitel: Call Recording Solution Configuration                                        Page 3
An OAISYS White Paper



Mitel 3300 Controller Networks
Single Audio Connection Point
Those organizations with a single location that place a premium on minimizing capital
investments while leveraging highly effective communications will benefit from a single Mitel 3300
controller. In this environment, the OAISYS Talkument and Tracer solutions will integrate using
MiTAI, connecting to any combination of analog and digital trunks, SRC proxy server, passive
RTP capture and TDM station integration. Figure 1 illustrates the deployment of an OAISYS
Recording Solution with a single 3300 controller along with the Mitel Applications Suite (MAS)
and Mitel CCM or CSM applications. Figure 2 depicts an OAISYS Recording Solution with single
3300 controller and the Mitel SRC.

   Figure 1




   Figure 2




OAISYS and Mitel: Call Recording Solution Configuration                                    Page 4
An OAISYS White Paper


Multiple SRC Proxy Server Connection Points
Talkument and Tracer are capable of integrating with one or more SRC proxy servers in this
environment to support resilient station configurations. In the event of a failure in the primary SRC
server, the phones will failover to the secondary SRC and the OAISYS product will continue to
record those calls with full MiTAI integration capabilities. This configuration is illustrated in Figure
3 below.

Figure 3




Trunk Integration with a Single Trunk Gateway
Organizations with multiple locations or that have a single location and place a premium on
maximum uptime will benefit from deploying multiple Mitel 3300 controllers in a clustered network.
The features available from an OAISYS solution in this environment are much more sensitive to
the selected configuration than in a single controller network.

Trunk integration is a desirable solution when cradle-to-grave recording is necessary, meaning
the system will record the entire call from the outside party’s perspective. A single OAISYS
solution can intelligently record all calls originating on trunks connected to a single Mitel 3300
controller using its MiTAI link even if those calls route to other controllers on the network. Given
these circumstances, the OAISYS server can also integrate seamlessly with the Mitel CCM and
CSM applications. Figure 4 below depicts this deployment environment.




OAISYS and Mitel: Call Recording Solution Configuration                                         Page 5
An OAISYS White Paper



      Figure 4




Trunk Integration with Multiple Trunk Gateways
Multiple OAISYS servers are necessary to intelligently record calls originating on trunks
distributed across multiple 3300 controllers. In this environment, each OAISYS server uses MiTAI
to connect to the local 3300 controller. All OAISYS servers then network to a single “master”
server, which hosts the centralized database and serves a single, seamless image to all users.
This integration method is outlined in Figure 5 below.

      Figure 5




OAISYS and Mitel: Call Recording Solution Configuration                                  Page 6
An OAISYS White Paper


This same configuration is appropriate for businesses with trunks routing into a single 3300 trunk
gateway with trunk resiliency into an alternate trunk gateway that require calls be recorded even
during failover circumstances.


IP Station Integration with Multiple Station Gateways
Businesses with requirements to record calls while active on selected stations spanning multiple
controllers can use SRC proxy servers or passive RTP capture attached to each applicable
station gateway. In this case, the highest feature set is made available by attaching a separate
OAISYS server to each SRC/controller pair or to managed switches directing all IP traffic to and
from a single controller and connecting to the controller’s MiTAI link. Mitel CCM and CSM
applications can be integrated into this environment to ease playback from certain call
management reports. Figure 6 illustrates a deployment of OAISYS recording solutions in a
multiple 3330 controller environment.


           Figure 6




Alternatively, a single OAISYS server can connect to multiple controllers without MiTAI
connectivity. In this case, each station will be recorded while active without any regard for outside



OAISYS and Mitel: Call Recording Solution Configuration                                       Page 7
An OAISYS White Paper


party information or call routing scenarios. CCM and CSM integration is not available in this
configuration.


Single Station Gateway with SRC Resiliency
Contact centers or other businesses with a single station gateway to be recorded that require
maximum uptime can take advantage of SRC resiliency. In this environment, multiple SRC proxy
servers are deployed so that phones will continue to operate if the primary server fails. OAISYS
servers can integrate simultaneously with multiple SRC proxy servers and connect to the single
station gateway controller using its MiTAI link. Full integration with Mitel CCM and CSM
applications is offered in this configuration (see Figure 3).


Multiple Station Gateways with SRC Resiliency
Organizations with primary and secondary station gateways can connect an OAISYS server to
both the primary and secondary servers and use MiTAI integration with both servers. This
requires that all recorded stations use the same controller as the primary gateway. Full integration
with the Mitel CCM and CSM applications are offered in this configuration.


Mitel 3300 Digital Station Integration
OAISYS supports recording digital stations on the Mitel 3300 with MiTAI integration using an RTS
box and the SmartWorks NGX board. One RTS box supports 2 NGX boards.

To maintain the integrity of the D channel, the RTS box requires two ports on the NGX board to
make one useful port. For example, a customer who wants to record 12 digital keysets would
need to use one 24-port NGX board. Figure 7 below further illustrates this requirement.


   Figure 7




OAISYS and Mitel: Call Recording Solution Configuration                                     Page 8
An OAISYS White Paper




Mitel 5000 Communications Platform Networks
Mitel 5000 IP Station Integration
The OAISYS Talkument and Tracer solutions integrate seamlessly with the Mitel® 5000
Communications Platform (CP). They can connect directly to IP stations using passive RTP
capture by monitoring communication ports between the 5000 gateway and IP telephones. In this
configuration, Mitel OAI integration is available to track all call state transitions as well as external
call-based data such as caller ID, ANI, DNIS and DID. CSM and CCM integration is available for
seamless searching and replay from Mitel application reports. Figure 8 shows IP station
integration of an OAISYS Recording Solution with the Mitel 5000 CP.


  Figure 8




Mitel 5000 Trunk Integration
OAISYS supports recording digital and analog trunks on the Mitel 5000 using Mitel OAI
integration. Organizations requiring cradle-to-grave call recording will benefit from trunk
integration, as this configuration ensures the entire call is recorded regardless of how the call is
directed or transferred. In this configuration, the OAISYS recording solution attaches or taps
directly to analog or digital (T1 or PRI) trunk lines coming off of the Mitel 5000. Figure 9 depicts
OAISYS recording solution trunk integration using Mitel OAI with the Mitel 5000.




OAISYS and Mitel: Call Recording Solution Configuration                                          Page 9
An OAISYS White Paper



 Figure 9




Two or more Mitel 5000 platforms can be networked using the CT Gateway. The CT Gateway
will unify the OAI stream and allow for one OAISYS recording solution to record digital and analog
trunks on multiple Mitel 5000 platforms. Figure 10 below illustrates this configuration.


  Figure 10




OAISYS and Mitel: Call Recording Solution Configuration                                  Page 10
An OAISYS White Paper


Mitel 5000 Digital Station Integration
OAISYS supports recording of digital stations on the Mitel 5000 with OAI integration. Station side
recording is advantageous for those customers with more trunks than stations they wish to record
and who want to record station to station calls on the Mitel 5000 platform. Figure 11 depicts a
digital station side recording configuration.

  Figure 11




OAISYS Recording Solution Networking
When recording is required for multiple locations, OAISYS recording solution databases can be
seamlessly networked to provide a single image for live and auto call monitoring functionality as
well as for call recording search, playback and sharing. In addition, all administrative tasks for
networked OAISYS solutions can be performed through a single interface, and this does not
require any special licensing from OAISYS. Recordings from each location can be stored locally
at each site, at one central location or on a common network-attached storage (NAS) unit or
storage area network (SAN).



OAISYS Hardware Configurations and Performance
The Tracer and Talkument applications are deployed via recording base systems, which include
off-the-shelf OAISYS Recording Appliances and built-to-order OAISYS Recording Servers. This
full range of hardware configuration options ensures an appropriate solution deployment for any
Mitel customer, whether a small-to medium sized business or multi-site large enterprise.
The following section outlines the various OAISYS hardware configurations available, their
respective call storage and connection capacities and associated resource profile testing and
results. This information will prove useful for identifying the appropriate OAISYS recording
solution configuration to meet the unique requirements of any organization.

OAISYS Recording Servers and Appliances can be networked to reach a maximum capacity of
1,500 ports. OAISYS hardware configurations with associated call storage and port capacities
are summarized in the following table.




OAISYS and Mitel: Call Recording Solution Configuration                                   Page 11
An OAISYS White Paper


Call Storage and Port Capacities
   OAISYS Recording               Description                       Port Maximums
     Base System                                                (Combination of Trunks,
                                                                  Stations, or IP Ports)
   Appliance              PC & Windows 7 Pro OS            50 connections
                          1U chassis with rack mount kit
                          ~ 56,000 hours online storage


   Standard               PC & Windows 7 Pro OS            50 connections
                          DVD R/W Drive
                          Mid-Tower Case
                          ~ 56,000 hours online storage

   Standard with RAID 1   PC & Windows 7 Pro OS            50 connections
                          DVD R/W Drive
                          Mid-Tower Case
                          RAID cont. & redundant disk
                          drives
                          ~ 56,000 hours online storage
   Advanced               PC & Windows 7 Pro OS            100 connections
                          DVD R/W Drive
                          Rack Mount Cabinet
                          ~ 100,000 hours online
                          storage
   Advanced               PC & Windows 7 Pro OS            100 connections
   with RAID1             DVD R/W Drive
                          Rack mount cabinet
                          RAID cont. & redundant disk
                          drives
                          ~ 100,000 hours online
                          storage
   Advanced               PC & Windows Server 2008         200 connections
   PLUS                   OS                               (100 digital stations due to PCI port
                          DVD R/W Drive                    density)
                          Rack Mount Cabinet
                          Dual Power Supplies
                          ~ 200,000 hours online
                          storage
   Advanced               PC & Windows Server 2008         200 connections
   PLUS                   OS                               (100 digital stations due to PCI port
   with RAID1             DVD R/W Drive                    density)
                          Rack Mount Cabinet
                          Dual Power Supplies
                          RAID cont. & redundant disk
                          drives
                          ~ 200,000 hours online
                          storage

  **OAISYS Screen Recording Server supports up to 96 simultaneous screen recordings




OAISYS and Mitel: Call Recording Solution Configuration                                        Page 12
An OAISYS White Paper


OAISYS Recording Server Base Systems
                                                                                     Advanced
                                                 Advanced w/       Advanced
  Standard        Standard       Advanced                                             PLUS w/
                                                   RAID 1            PLUS
                  w/RAID 1                                                             RAID 1
                 Dual Core
Dual Core CPU                  Dual Core CPU     Dual Core CPU    Dual Core CPU     Dual Core CPU
                    CPU
                 2 x 320GB      320 GB SATA       2 x 320 GB      320 GB SATA         2 x 320 GB
 320GB SATA      SATA HDD           HDD           SATA HDD             HDD            SATA HDD
    HDD                         500 GB SATA       2 x 500 GB        1 TB SATA       2 x 1 TB SATA
                                    HDD           SATA HDD             HDD               HDD
  1 GB RAM        1 GB RAM       2 GB RAM         2 GB RAM          4 GB RAM          4 GB RAM
                                                                   Other: 2008       Other: 2008
    Other:      Other:                                              Server OS,        Server OS,
                               Other: Windows   Other: Windows
Windows 7 Pro   Windows 7                                          SQL Server         SQL Server
                               7 Pro OS, SQL    7 Pro OS, SQL
  OS, SQL       Pro OS, SQL                                          2005 full         2005 full
                                Server 2005      Server 2005
 Server 2005    Server 2005                                        version, fault    version, fault
                                  Express          Express
   Express      Express                                           tolerant power    tolerant power
                                                                      supply            supply

    •   All Server Base Systems feature DVD+RW and Floppy drives.
    •   Standard and Standard w/ RAID 1 are desktop servers, and all others are rack-mount
        servers that include rails and mounting hardware.
    •   All Advanced Base Systems come w/ 4 full PCI slots and 2 PCI express slots.
    •   Standard Base Systems come w/ 3 full PCI slots and 2 PCI express slots.
    •   Advanced RAID Base Systems have an Adaptec RAID controller board that takes up one
        of the PCI express slots.


Load Test Results
Test Configuration:
   • SQL 2005
   • Intel Core 2 Duo Processor 2.53 GHz
   • RAM: 2GB
   • SQL Memory: Approximately 1.3 GB
   • Note: The test results below resulted in less than 50% consumption of CPU.

The following load tests have been deemed appropriate for non-CTI mode and CTI mode.
The “Standard Load” was determined to be approximately 920 calls per hour per full T1 span of
24 channels (these calls vary in call duration between 21 and 251 seconds with 4 seconds of idle
time between calls). This load test simulates an extremely busy call center environment.

The system must experience 50% or less of the maximum load time for at least one hour per day
so that it can perform the maintenance cycle. If the customer cannot meet this requirement, an
alternate configuration may be necessary.

    •   Standard OAISYS Recording Server: 50 ports maximum, not to exceed 1,840 calls per
        hour.
    •   Advanced OAISYS Recording Server: 100 ports maximum, not to exceed 3,679 calls
        per hour.
    •   Advanced Plus OAISYS Recording Server: 200 ports maximum, not to exceed 7,358
        calls per hour.

The following table applies to the total number of ports in the system. The Tracer network can be
made up of one or more Tracer systems until it reaches the maximum number of ports. The total
number of ports the Tracer network can reach is 1,500 ports.



OAISYS and Mitel: Call Recording Solution Configuration                                   Page 13
An OAISYS White Paper




     Ports          Tracer System           Database          Dedicated SQL          Max Call
                     (at least one)                              Server              Records
                                                                Required?
1-48               Standard             SQL Express          No                   1 million
49-96              Advanced             SQL Express          No                   1 million
97-384             Advanced Plus        Full SQL             No                   2 million
                                        Database
385-1500           Advanced Plus        Full SQL             Yes                  2 million
                                        Database




About OAISYS
OAISYS is a leading developer of call recording and contact center management solutions for a
wide range of organizations, from small- to medium-sized businesses to multi-site large
enterprises. The OAISYS voice documentation and interaction management solutions help
companies within a variety of industries—including healthcare, automotive dealerships, financial
services, and the public sector—attract and retain customers by digitally capturing phone-based
interactions for simple retrieval, playback and management. Compatible with leading business
communications systems, OAISYS Tracer and Talkument applications help companies improve
risk management, quality assurance, customer retention, dispute resolution, regulatory
compliance and other critical business concerns. OAISYS is headquartered in Tempe, Arizona,
and OAISYS Limited is located in Cambridge, England.

To learn more about OAISYS, Tracer and Talkument, please visit our website at
www.oaisys.com. To schedule a live demonstration, please email se@oaisys.com or call us at
888.496.9040.




OAISYS and Mitel: Call Recording Solution Configuration                                  Page 14

				
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