Verint Impact 360 record outbound SIP

[mreynol6]

I need to trigger a StartRecord on a new outbound call. We are moving away from TDM (PRI tapping) and into the world of SIP. We are an Avaya shop. our setup is, I fear, unique.

1. Incoming external caller reaches the IVR (Avaya EP)
2. Caller wants to be transferred to the property (this is an external call)
3. Caller is parked (on hold)
4. IVR "grabs" an outgoing SIP trunk and phones the property
5. The property technician answers and accepts the call.
6. The original caller is "merged" (transferred) to the property and the IVR drops out.

How can I trigger Verint to start a recording on the outbound call and to maintain the recording session through the "merge" until the parties terminate the call.

 

[kyle555]

Maybe AAEP instead of dialing a mobile dials a station on CM with off station mapping to the cell phone and with AES/DMCC you record the station 100%?

 

[DAVIDPAYNE]

Does the IVR send the call back into CM, and the out your SIP trunks?
Where is the called merged, CM or IVR?
If the call to the "proerty" is a fixed number, and you are using a VDN/vector. trigger the record on calls to that VDN.

 

[mreynol6]

Kyle555 - We have to many numbers to map a station. It will not work for our application.

DavidPayne – IVR sends the call back to CM (via SES). Call merged by IVR. We did trigger recording based on the VDN, and it works up until the point the call is merged. VDN drops out of the call apparently. Verint is looking into why.

 

[kyle555]

Can you possibly have AAEP send the calls to a VDN in CM with a collect-to step where AAEP inputs the external number, then route-to those digits but all the while recording every call to the that VDN?