Mitel SRC Integration Guide

Mitel SRC Integration Guide

6/25/2013

Americas Headquarters

OAISYS

7965 South Priest Drive, Suite 105 Tempe, AZ 85284

USA

www.oaisys.com (480) 496-9040

Mitel SRC Integration Guide ₁

OVERVIEW

The purpose of this document is to guide a technician through the configuration of an OAISYS Recording Solution to record calls via the Mitel SRC (VoIP) integration. Two SRC configurations are supported:

1. Direct Call Recording 2. Indirect Call Recording

REQUIREMENTS

 Mitel SRC MUST have appropriate licensing for Recording Taps (this is done through Mitel)

 SRC Server pre-configured, and station calls for recording are routed through the SRC Server

Direct call recording

 OAISYS Recording Server version 5.5 or later Indirect call recording

 OAISYS Recording Server version 7.3.1257 or later

 Mitel Border Gateway (MBG) 7.1 feature supported on Mitel’s 5300-series IP sets using MiNet protocol and MCD software release 5.0 SP1 or later

Mitel SRC Integration Guide ₂

MITEL SETUP FOR CTI CONNECTION

CONFIGURE THE MITEL ICP

1. Expand the System Properties folder  expand the System Feature Settings folder  click on Class of Service Options Assignments

Mitel SRC Integration Guide ₃ 2. Verify each of the Station COS Assignments have “Yes” checked for the

following

o HCI/CTI/TAPI Call Control Allowed o HCI/CTI/TAPI Monitor Allowed

Mitel SRC Integration Guide ₄

MITEL LEVEL 2 SERVICE IN OAISYS

3. Navigate to Windows Services Manager  locate the level2 OAI service for Mitel

If connecting through another Net Server, select the Level2OAI Replicator service regardless of the PBX type

Mitel SRC Integration Guide ₅ 4. Right-click the selected Level 2 Service  select Properties  change the

startup type to “Automatic”  click Apply

Mitel SRC Integration Guide ₆

CONFIGURE MITEL 3300 CTI CONNECTION IN OAISYS

1. Log into the OAISYS Management Studio as a System Administrator 2. Navigate to CTI – Mitel 3300

3. Click Port Settings  enter the IP address of the 3300 Controller that OAISYS will connect to  click Apply

It is necessary to restart the Mitel Level2 Service to activate the connection immediately.

Mitel SRC Integration Guide ₇

MITEL SRC – INDIRECT CALL RECORDING

The Secure Recording Connector (SRC) service of MBG facilitates the recording of Mitel encrypted voice streams by third-party call recording equipment (CRE – i.e. OAISYS). With indirect call recording, the MBG server acts as a “broker” between the Mitel equipment and the third-party CREs for adding and removing taps on the remote devices. Instead of connecting directly to the MBG/SRC, the remote devices are registered directly to MCDs (previously ICPs) located in branch offices. The MCDs send copies of the signaling to the MBG/SRC while the remote devices send copies of the RTP media streams to the CREs.

With indirect recording configuration, the IP sets do not use the SRC as a proxy. The SRC acts as a control server, but not as a media server.

NOTE: In the direct call recording configuration, SRC acts as both control and media servers.

 The audio packets are streamed directly from the IP phone to the call recorder.  The IP set must be capable of providing this “forking” capability.

o Licensing of the SRC ports is still a Mitel Requirement.

Local recording can be accomplished efficiently with a single, centralized SRC without requiring WAN bandwidth for audio. A local MCD, local recorder, and local phone can

Mitel SRC Integration Guide ₈ be operated on the LAN with a centralized SRC only requiring control messaging via WAN. Using indirect call recording allows for reduced bandwidth utilization (particularly on the costly WAN links) and network flexibility in certain call recording deployments. It is especially applicable for network deployments where centralized call recording is desired, but the customer’s network also has remote, WAN-connected IP sets

connected to remote (local) office MCDs. With indirect call recording in place, SRC can support recording of any supported sets that are connected to any supported MCD without having to reconfigure the sets to connect through SRC, as is the case with direct call recording. Recorded device resiliency can be achieved without installing multiple SRCs.

OAISYS supports a mixed Mitel SRC configuration. Mitel’s “Secure Recording Connector Developer Guide Protocol Version 1.3”, dated July 2012 states:

“…if the customer’s deployment includes a variety of set types, the customer can implement Indirect Call Recording for the 5300-series sets and Direct Call Recording for all other sets.”

NOTE: Although the statement existed, during OAISYS development and testing efforts it was learned that the Mitel mixed-SRC solution did not operate as initially outlined. Discrepancies were confirmed by Mitel engineering.

 A system-wide checkbox within the OAISYS Admin designates use of either mode; direct or indirect.

 MCDs must be configured for the same type of SRC support; direct or indirect call recording.

o This is a Mitel requirement

 Depending on where the Mitel phone is configured for registration, Mitel MBG (SRC direct mode) or associated Mitel MCD (SRC indirect mode), call control and audio will be presented to OAISYS and processed using the appropriate recording method. Refer to the below chart for clarification:

OAISYS MBG Indirect Record Direct Record

ICR Off ICR Off N Y

Mitel SRC Integration Guide ₉

CONFIGURATION IN OAISYS

1. Log into the OAISYS Management Studio as a System Administrator 2. Navigate to Recording Manager  select Recording Port Settings

o Enter the appropriate configuration information corresponding to the appropriate fields in the Mitel SRC Configuration box

3. Once complete, click in the Local IP Address field  click Save again 4. The OAISYS system then submits a Certificate Request to the SRC

NOTE: If using Indirect Call Recording, check the box Indirect Call Recording Enabled

Mitel SRC Integration Guide ₁₀ 5. Browse to the Mitel Border Gateway webpage  select the Configuration tab

o Click on ICPs  enable Indirect Call Recording for all ICPs

6. Navigate to the SRC Server webpage and accept the OAISYS Certificate. o The screenshot below shows an example of an approved certificate

Mitel SRC Integration Guide ₁₁ 7. This screenshot shows OAISYS after the certificate has been approved:

8. Program the SRC Extensions in the Recording Port screen.

Mitel SRC Integration Guide ₁₂ 9. Click Save after programming each extension number

10. It may be necessary to restart the OAISYS Server to start the monitors on the extensions to record once the ports have been programmed.

11. Once complete, make test calls to confirm the configuration.