SIPREC Adapter

Use this adapter to support the retrieval of custom tags Time-stamped information items appended to interactions at different points of interest, including Annotations and Events. in SIP headers or SIPREC metadata in SIP Trunk Recording. Complete these steps to create a Generic SIPREC adapter.

Procedure 

  1. Click General Setup > Integration Adapters > Settings.

  2. Click Create, then select Generic SIPREC Adapter.

  3. Specify settings for this adapter in the right-hand pane, referring to the following table (all fields are required unless otherwise indicated):

    Field

    Description

    Adapter Name

    Type a unique name for this adapter. Do not use any special characters or characters that truncate xml. This field is not case sensitive.

    Description

    Optional: Type a description of the adapter.

    Adapter Type

    A read-only field that lists the adapter selected above.

    Startup Type

    Select a startup type: Automatic, Manual, or Disabled.

    DataSource

    Select a data source Third-party systems that provide data to the system, including employee and device states, and data change events. Typical data sources are phone switches, PBXs, or LANs..

    SIPRec Device Type

    Specify the far-end SIPREC device being used for this integration.

    SIP Protocol

    Select the protocol that the SIPREC adapter will use:

    • SIP over UDP—User Datagram Protocol (UDP) allows applications to send messages to hosts on an IP network. UDP has a lower overhead because it assumes that error checking is either not required or that this processing is done elsewhere.

    • SIP over TCP—Transmission Control Protocol (TCP) is best for applications (such as email and file transfer) that require a reliable data stream service.

    • SIP over TLS—Transport Layer Security (TLS) is designed to secure client-server communications over a network. It operates on segments of network connections above the Transport Layer.

    • SIP over TLS with System Certificate— Choose this option to use the local HTTPS certificate on the server to encrypt external connections over the trunk for server-side and client-side communication. The adapter loads the local server certificate for the SIP interface, uses the local server “HTTP Alias” for the SIP Contact header, and uses the IP address of the NIC on Recorder server for the Session Description Protocol (SDP) media lines.

    Listen at IP Address

    Listen at IP address: Specify the IPv4 address for the adapter to bind the SIP trunk and receive traffic. The address must be a valid IPv4 address on one of the network interfaces of the local system. When the adapter starts, if the Listen at IP address field is empty, the adapter listens to each network interface with a valid IPv4 address. The adapter starts only when the IPv4 address can be located.

    The listening IP address and port specified below must match the recording realm profile configured on the SBC.

    If Enterprise Manager is installed on the Integration Service machine, you must use a port other than 5060 as the listen port.

    Port

    Type the port for the IP address specified above.

    The specified port cannot be in use by any other application or adapter on the local server.

    Supported Codecs

    Select a supported codec from the list of those available.

  4. Under Advanced Settings, use the Key and Value fields to enter any proprietary pairs that are in use in your system.

  5. Click Save. The adapter appears in the left-hand pane.

  6. Click Restart.

Tag Custom Attributes Using the SIPREC Adapter

  1. Refer to the procedure “Identify Required Third-Party CTI Attributes” in the Recorder Configuration and Administration Guide. In this case, when you reach step 2, look for the following in the Integration Service log file:

    Folder<SIP>

    Folder<HEADERS>

    ...

    Folder<SDP>

    ...

  2. From the messages in these sections you can start to identify the data you want to tag.

    Example

    In the following log sample, you can see that the messages contain a serial number (SerialNo) in the RS_Source folder under Extension Data, and a string labelled User-Agent.

    [IEMessage |0011|D] 2013/12/13 13:27:08.829 Dispatching Event recording<SIPProxy> --> <CallTracker> Size<0>

    [IEMessage |0011|H] 2013/12/13 13:27:08.840 Int<AdapterId> = 2 ; Str<AdapterName> = siprec adapter ; Int<SwitchId> = 110 ; Str<SwitchName> = Genesys DS ; Str<dataMode> = complete

    [IEMessage |0011|H] 2013/12/13 13:27:08.859 Str<rSessionId> = 8e55356202940d9eacc457f2e84adf4e@127.0.0.1

    [IEMessage |0011|H] 2013/12/13 13:27:08.868 Folder<extensiondata>

    [IEMessage |0011|H] 2013/12/13 13:27:08.878 Folder<RS_Source>

    [IEMessage |0011|H] 2013/12/13 13:27:08.887 Str<type> = NetrixPhone ; Str<serialNo> = 0706001464

     

    [IEMessage |0011|H] 2013/12/13 13:27:08.896 Folder<SIP>

    [IEMessage |0011|H] 2013/12/13 13:27:08.907 Folder<HEADERS>

    [IEMessage |0011|H] 2013/12/13 13:27:08.916 Str<Content-Length> = 2401 ; Str<Call-ID> = 8e55356202940d9eacc457f2e84adf4e@127.0.0.1 ; Str<CSeq> = 15 INVITE ; Str<Max-Forwards> = 70

    [IEMessage |0011|H] 2013/12/13 13:27:08.925 Str<From> = "SipTester" <sip:12345@10.56.20.72>;tag=581 ; Str<To> = <sip:SipTesterRecorderServer@10.56.20.72:5080> ; Str<Require> = recording-session

    [IEMessage |0011|H] 2013/12/13 13:27:08.935 Str<Via> = SIP/2.0/TCP 127.0.0.1:5095;branch=z9hG4bK-313933-2599f2c035d072dd2c5c883a39ebd141;received=10.56.20.72;rport=57083 ; Str<User-Agent> = Mediant

    [IEMessage |0011|H] 2013/12/13 13:27:08.944 Str<Contact> = "12345" <sip:12345@10.56.20.72:5095;transport=tcp>;src ; Str<Content-Type> = multipart/mixed;boundary=MultipartBoundaryMarker

    [IEMessage |0011|H] 2013/12/13 13:27:08.954 Str<Route> = <sip:10.56.20.72:5080;lr;transport=tcp>

    [IEMessage |0011|H] 2013/12/13 13:27:08.963 Folder<SDP>

    [IEMessage |0011|H] 2013/12/13 13:27:08.973 Str<v> = 0 ; Str<o> = sipXecs 5 9 IN IP4 10.221.14.222 ; Str<s> = phone-call ; Str<c> = IN IP4 10.221.14.100 ; Str<t> = 0 0

    [IEMessage |0011|H] 2013/12/13 13:27:08.982 Array<MEDIA> [1]

    [IEMessage |0011|H] 2013/12/13 13:27:08.991 [0]: Str<m> = audio 16396 RTP/AVP 8 ; Str<ptime> = 20 ; Str<rtpmap> = 8 pcma/8000/1 ; Str<label> = streamlabel1

    With this information in hand, you can map the attributes “Agent Name” and “ANI” to the SIPREC adapter, allowing it to pick up the real values found in the IEMessages. (If you need to create custom attributes, follow the procedure “Create or Edit an Attribute” in the Recorder Configuration and Administration Guide first.)

  3. In Recorder Manager, click System > Integration Adapters > Settings.

  4. Follow the procedure “Map Custom Attributes to an Adapter” in the Recorder Configuration and Administration Guide, specifying, in this example,

    • SIP.HEADERS.User-Agent as the External Name for the Agent Name attribute. This will enable tagging of the data from the User-Agent field identified in the sample log above.

    • extensiondata.RS_Source.serialNo as the External Name for the ANI attribute. This will enable tagging of the serial number identified above.

  5. Click Save.