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Overview

The Verba Phone Service enables you to use the Cisco IP phone XML capability in order to extend the functionality of the call recording system. Verba users are able to decide whether to record a call or not using this service. For detailed information about the available functions refer to Using Verba form Cisco IP phones. In order to use this service, the Cisco Unified Communications Manager has to be configured.

Verba Phone Service modes

The Verba Phone Service supports four types of modes:

  • Verba Phone Service App - Provides an interface for managing the existing recordings and on the ongoing call, like:

    • Marking as private

    • Marking as importart

    • Adding a comment

    • Adding a marker
    • Emailing a link to the user or to the group supervisor

  • Recording control - Provides an interface for starting / stopping the recording of the ongoing call.

  • Silent Monitoring - Provides an interface for silent monitoring.

  • Quick actions - Provides ability to execute actions on the ongoing call by pressing a single button, like:

    • Start recording

    • Stop recording

    • Keeping

    • Muting

    • Marking as protected.

    • Deleting

    • Marking as private

    • Marking as importart

    • Adding a comment

    • Adding a marker
    • Emailing a link to the user or to the group supervisor

Authentication types

The Verba Phone Service supports four types of authentication:

  • Device name based - Easiest to configure.

  • User ID based - The username of the user is provided by a service parameter.

  • Device IP address based - Recommended for passive recording.

  • Manual username and password provisioning - Only available for the Verba Phone Service App and for silent monitoring.

Verba Phone Service

Individual features of the Verba Phone Service can be added to line buttons on the right side of the phone for quick access. E.g. a call can be marked important with a single press of a button.

Once subscribed to the Verba Phone Service, the service can be accessible by pressing the Phone Service button.

Stage One: Creating a new Phone Service

The following sections describes how to configure the Verba Phone Service based on authentication type.

If multi-tenant system is being used, then an "eid" parameter also has to be added. See Configuring the Verba Phone Service with user ID based authentication Step 9-14.
Due to functional limitations in Cisco UCM Express based products, the Verba Phone Service has a simpler feature set. The configuration steps are different and the quick access mode cannot be used.

Configuring the Verba Phone Service with device name, IP address, or manual authentication

Step 1 - After authentication select the Device / Device Settings / Phone Services menu item.

Step 2 - Click on Add New.

Step 3 - Type in the Service Name: Verba (or what you would like to display)

Step 4 - Type in the Service Description: Verba Phone Service (or what you would like to display)

Step 5 - Provide the Service URL based on required function and authentication method:

 Service URLs for device name based authentication - Click to expand
Service URLDescription
http://verba_MR_address/verba/phoneservice.do?byDeviceOrIp=1&name=#DEVICENAME#Enters to the Verba Phone Service App.
http://verba_MR_address/verba/phoneservice.do?byDeviceOrIp=1&name=#DEVICENAME#&manual=1Enters to the recording control menu, where the user can start / stop the recording.
http://verba_MR_address/verba/phoneservicesm.do?byDeviceOrIp=1&name=#DEVICENAME#Enters to the silent monitoring menu.
http://verba_MR_address/verba/ps_RecordByDeviceId.do?type=manualRecord&name=#DEVICENAME#Quick action for starting the recording.
http://verba_MR_address/verba/ps_RecordByDeviceId.do?type=manualRecord&name=#DEVICENAME#&unmark=1Quick action for stopping the recording.
http://verba_MR_address/verba/ps_RecordByDeviceId.do?name=#DEVICENAME#Quick action for marking the recording for keeping.
http://verba_MR_address/verba/ps_ProtectByDeviceId.do?name=#DEVICENAME#Quick action for marking the call as protected.
http://verba_MR_address/verba/ps_ProtectByDeviceId.do?name=#DEVICENAME#&unmark=1Quick action for removing the protected mark.
http://verba_MR_address/verba/ps_DeleteByDeviceId.do?name=#DEVICENAME#Quick action for stopping the recording, and delete it.
http://verba_MR_address/verba/ps_Mute.do?byDeviceOrIp=1&name=#DEVICENAME#Quick action for muting the recording.
http://verba_MR_address/verba/ps_Unmute.do?byDeviceOrIp=1&name=#DEVICENAME#Quick action for unmuting the recording.
http://verba_MR_address/verba/phoneservice.do?byDeviceOrIp=1&name=#DEVICENAME#&onLogin=PrivateQuick action for marking the call as private.
http://verba_MR_address/verba/phoneservice.do?byDeviceOrIp=1&name=#DEVICENAME#&onLogin=Private&unmark=1Quick action for removing the private mark.
http://verba_MR_address/verba/phoneservice.do?byDeviceOrIp=1&name=#DEVICENAME#&onLogin=ImportantQuick action for marking the call as importatnt.
http://verba_MR_address/verba/phoneservice.do?byDeviceOrIp=1&name=#DEVICENAME#&&onLogin=Important&unmark=1Quick action for removing the important mark.
http://verba_MR_address/verba/phoneservice.do?byDeviceOrIp=1&name=#DEVICENAME#&onLogin=AddTagQuick action for adding a comment.
http://verba_MR_address/verba/phoneservice.do?byDeviceOrIp=1&name=#DEVICENAME#&onLogin=MarkerQuick action for adding a marker.
http://verba_MR_address/verba/phoneservice.do?byDeviceOrIp=1&name=#DEVICENAME#&onLogin=EmailMeQuick action for emailing a link to the user.
http://verba_MR_address/verba/phoneservice.do?byDeviceOrIp=1&name=#DEVICENAME#&onLogin=EmailBossQuick action for emailing a link to the group supervisor.
 Service URLs for IP address based authentication - Click to expand
Service URLDescription
http://verba_MR_address/verba/phoneservice.do?byDeviceOrIp=1&name=#DEVICENAME#Enters to the Verba Phone Service App.
http://verba_MR_address/verba/phoneservice.do?byDeviceOrIp=1&name=#DEVICENAME#&manual=1Enters to the recording control menu, where the user can start / stop the recording.
http://verba_MR_address/verba/phoneservicesm.do?byDeviceOrIp=1&name=#DEVICENAME#Enters to the silent monitoring menu.
http://verba_MR_address/verba/ps_RecordByIp.do?type=manualRecordQuick action for starting the recording.
http://verba_MR_address/verba/ps_RecordByIp.do?type=manualRecord&unmark=1Quick action for stopping the recording.
http://verba_MR_address/verba/ps_RecordByIp.doQuick action for marking the recording for keeping.
http://verba_MR_address/verba/ps_ProtectByIp.doQuick action for marking the call as protected.
http://verba_MR_address/verba/ps_ProtectByIp.do?unmark=1Quick action for removing the protected mark.
http://verba_MR_address/verba/ps_DeleteByIp.doQuick action for stopping the recording, and delete it.
http://verba_MR_address/verba/ps_MuteByIp.doQuick action for muting the recording.
http://verba_MR_address/verba/ps_UnmuteByIp.doQuick action for unmuting the recording.
http://verba_MR_address/verba/phoneservice.do?byDeviceOrIp=1&name=#DEVICENAME#&onLogin=PrivateQuick action for marking the call as private.
http://verba_MR_address/verba/phoneservice.do?byDeviceOrIp=1&name=#DEVICENAME#&onLogin=Private&unmark=1Quick action for removing the private mark.
http://verba_MR_address/verba/phoneservice.do?byDeviceOrIp=1&name=#DEVICENAME#&onLogin=ImportantQuick action for marking the call as importatnt.
http://verba_MR_address/verba/phoneservice.do?byDeviceOrIp=1&name=#DEVICENAME#&onLogin=Important&unmark=1Quick action for removing the important mark.
http://verba_MR_address/verba/phoneservice.do?byDeviceOrIp=1&name=#DEVICENAME#&onLogin=AddTagQuick action for adding a comment.
http://verba_MR_address/verba/phoneservice.do?byDeviceOrIp=1&name=#DEVICENAME#&onLogin=MarkerQuick action for adding a marker.
http://verba_MR_address/verba/phoneservice.do?byDeviceOrIp=1&name=#DEVICENAME#&onLogin=EmailMeQuick action for emailing a link to the user.
http://verba_MR_address/verba/phoneservice.do?byDeviceOrIp=1&name=#DEVICENAME#&onLogin=EmailBossQuick action for emailing a link to the group supervisor.
 Service URLs for manual authentication - Click to expand
Service URLDescription
http://verba_MR_address/verba/phoneserviceauth.doBrings up the login page, and after successful login enters to the Verba Phone Service App.
http://verba_MR_address/verba/phoneservicesmauth.doBrings up the login page, and after successful login enters to the silent monitoring menu.

Step 6 - Set the Service Category setting to XML Service.

Step 7 - Set the Service Type setting to Standard IP Phone Service.

Step 8 - Turn on the Enabled setting.

Step 9 - Click Save.

Configuring the Verba Phone Service with user ID based authentication

Step 1 - After authentication select the Device / Device Settings / Phone Services menu item.

Step 2 - Click on Add New.

Step 3 - Type in the Service Name: Verba (or what you would like to display)

Step 4 - Type in the Service Description: Verba Phone Service (or what you would like to display)

Step 5 - Provide the Service URL based on required function:

 Service URLs for user ID based authentication - Click to expand
Service URL for user ID based authenticationDescription
http://verba_MR_address/verba/phoneservice.doEnters to the Verba Phone Service App.
http://verba_MR_address/verba/phoneservice.do?manual=1Enters to the recording control menu, where the user can start / stop the recording.
http://verba_MR_address/verba/phoneservicesm.doEnters to the silent monitoring menu.
http://verba_MR_address/verba/phoneservice.do?type=manualRecordQuick action for starting the recording.
http://verba_MR_address/verba/phoneservice.do?type=manualRecord&unmark=1Quick action for stopping the recording.
http://verba_MR_address/verba/phoneservice.do?onLogin=RecordQuick action for marking the recording for keeping.
http://verba_MR_address/verba/phoneservice.do?onLogin=ProtectQuick action for marking the call as protected.
http://verba_MR_address/verba/phoneservice.do?onLogin=Protect&unmark=1Quick action for removing the protected mark.
http://verba_MR_address/verba/phoneservice.do?onLogin=DeleteQuick action for stopping the recording, and delete it.
http://verba_MR_address/verba/phoneservice.do?onLogin=MuteQuick action for muting the recording.
http://verba_MR_address/verba/phoneservice.do?onLogin=UnmuteQuick action for unmuting the recording.
http://verba_MR_address/verba/phoneservice.do?onLogin=PrivateQuick action for marking the call as private.
http://verba_MR_address/verba/phoneservice.do?onLogin=Private&unmark=1Quick action for removing the private mark.
http://verba_MR_address/verba/phoneservice.do?onLogin=ImportantQuick action for marking the call as importatnt.
http://verba_MR_address/verba/phoneservice.do?onLogin=Important&unmark=1Quick action for removing the important mark.
http://verba_MR_address/verba/phoneservice.do?onLogin=AddTagQuick action for adding a comment.
http://verba_MR_address/verba/phoneservice.do?onLogin=MarkerQuick action for adding a marker.
http://verba_MR_address/verba/phoneservice.do?onLogin=EmailMeQuick action for emailing a link to the user.
http://verba_MR_address/verba/phoneservice.do?onLogin=EmailBossQuick action for emailing a link to the group supervisor.


Step 6 - Set the Service Category setting to XML Service.

Step 7 - Set the Service Type setting to Standard IP Phone Service.

Step 8 - Turn on the Enabled setting.

Step 9 - Add a new parameter by clicking on the New Parameter button. A new window opens.

Step 10 - Type Parameter Name: uname

Step 11 - Type in the Parameter Display Name: Login name of the user

Step 12 - Type in the Parameter Description: This parameter is equal to the Verba user login name. This parameter enables the service to identify the user that  called the service from an IP phone.

Step 13 - Check the Parameter is Required option.

Step 14 - Press Save And Close button.

If multi-tenant system is being used, then an "eid" parameter also has to be added.

 

Step 15 - Click Save.

Stage Two: Subscribing to the Verba Phone Service

After you have successfully configured the Verba Phone Service, you have to register the service for each IP phone device that needs access to the service.

Step 1 - Select the Device / Phone menu item.

Step 2 - Select the desired phone/device.

Step 3 - Select Subscribe/Unsubscribe Services link from the "Related links" dropdown list in the upper right corner.

Step 4 - In the new pop up window select the previously created phone service from the list box.

Step 5 - Press the Next button.

Step 6 - Provide the necessary parameters if required.

Step 7 - Press the Subscribe button.

If you have more then one line on a device and all of them are recorded, you do not have to configure different Verba Phone Services for them, because the service uses the device name / IP address or the user name for identifying calls related to a user, not extension numbers. If the user is properly configured in the Verba database, all calls are visible from the service, which are linked to the given user (calls are linked to a user through the station mapping).

Stage Three: Adding a new service button to the phone device

In order to utilize the quick access functions in the most efficient way, you can configure line buttons for it on certain IP phones. In this way a single button click on the phone can activate the given function. Follow the steps below to configure quick access functions on line buttons:

Step 1 - Select the Device / Phone menu item.

Step 2 - Select the desired phone/device.

Step 3 - In the left panel, click on the Add a new SURL link. A new window opens.

Step 4 - In the new window, select the previously subscribed phone service at the Button Service column, and provide a text to display at the Label column.

Step 5 - Clcik Save, then click Close.

Step 6 - Press the Modify Button Items button on the left side. A new window opens.

Step 7 - In the Reorder Phone Button Configuration window select the phone service item in the right list (Unassigned Associated Items) and move it to the left list (Associated Items). Make sure that the new SURL item will be visible on the given phone type considering the number of available items (line buttons).

Step 8 - Press Save, then click Close.

Step 9 - Press the Save button in the Phone Configuration window, then click Apply Config.