1. Genesys Quality Management Suite 8.1.520
2. Genesys Quality Management Suite 8.1.520
3. Deployment Guide
4. Planning

# Genesys Quality Management Suite 8.1.520 : Avaya Call Recording Architecture

Genesys Quality Management Suite provides active recording of the Avaya platform based on Avaya Aura Communications Manager. Avaya Driver is an active driver module in Call Recording Core that acts as an interface to the Avaya platform.

Additionally it can integrate with the Genesys contact center platform on top of the Avaya Aura PBX. As a result it can provide native call recording on Avaya while attaching various contact related metadata from Genesys.

Overview

- Avaya Driver allows calls to be obtained and processed from the Avaya contact center platform
- Supports active recording method by using the Single Step Conference feature (see Recording Principles)
- Requires software licenses and hardware resources (see Requirements for Licenses and Resources)
- Provides selected external data from the Avaya platform
- Sizing implications limit the number of messages which can be handled by the infrastructure

## Prerequisites

- Preparing Avaya platform for Active Recording

## Configuration

- Configuring Avaya Driver

### Supported versions and compatibility

- PBX platform: Avaya Communications Manager 5.2 and above
- Integration platform: Avaya AE Services 5.2 and above
- Hardware (GW) platform: Avaya Media Gateway employed with C-LAN (Control LAN) circuit pack

The application has been developed and tested on Avaya Aura Communications Manager version 6.1. According to the Avaya documentation the methods and interfaces used are compatible with any CM version 5.2 and up.

### Platforms and features not supported

- Any Avaya PBX solution based on different switching solution than Avaya Aura Communications Manager
- Direct integration with the Avaya contact center solutions

### Supported Scenarios

Genesys Quality Management Suite Avaya Driver supports the following scenarios:

- Agent to Agent (basic call with logged agents on both sides)
- Basic call (internal without logged agent)
- Call Hold
- Blind Transfer
- Consultative transfer
- Ad hoc conference (blind)
- Ad hoc conference (consultative)

### Supported Voice Codecs

The virtual recording devices support this voice codecs:

- G.711 ulaw
- G.711 Alaw
- G.729
- G.729 Annex A

Codecs are offered for codec handshake upon registration in this order.

Document generated by Confluence on May 06, 2014 17:09