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Overview

Symphony recording features

  • Voice, screen, instant message and file recording 
  • Integration with the official Symphony Recording Bridge using SIPREC
  • Supports always-on, selective and on-demand recording
  • Supports all call scenarios where the recorded user is a participant
  • Supports 2N Recording Server deployments
  • Support for Media Recorder load balancing and failover 
  • CDR reconciliation for voice, screen recordings

Version support

Switch Name & Model

Symphony

Supported Symphony Versions

Contact Symphony

Supported Endpoint / DeviceTypes

All

Deploying Symphony recording

The following section contains the necessary steps for setting up a Symphony recording infrastructure.

Server sizing

Allocating the appropriate resources to the different servers is crucial. For guidance, see Server sizing and requirements

Preparation

The Symphony integration requires additional prerequisites and configuration in Symphony, which out of scope for this guide. Contact your Symphony representative for further information.

Make sure that all the required prerequisites are installed on each server prior to the installation.

For guidance on configuring the necessary firewall ports, visit Firewall configuration for SIPREC recording deployments.

Installation

The following articles contain all the step for installing the various server roles:

Configuration

The system has to be configured for Symphony in the following way:

Symphony metadata

The system captures the following metadata specific to Symphony recordings.

Metadata FieldDescriptionTemplateAvailable
Start DateStart date of the conversationStandardYes
Start TimeStart time on the conversationStandardYes
End DateEnd date of the conversationStandardYes
End TimeEnd time of the conversationStandardYes
DurationLength of the conversationStandardYes
UserName of the recorded userStandardYes
FromPhone number, Button name, User nameStandardYes
From InfoUser / contact nameStandardYes
ToPhone number, Button name, User nameStandardYes
To InfoUser / contact nameStandardNo
DirectionDirection of the call from the system perspective, requires configuring internal number/domain patternsStandardYes
Direction (User)Direction of the call from the recorded user perspectiveStandardYes
From (Verba)Name of the Verba user associated with the calling partyStandardYes
To (Verba)Name of the Verba user associated with the called partyStandardYes
LocationHostname of the recording serverStandardYes
End CauseNormal, Hold, Transfer, Conference, Device Change, From Terminated, To TerminatedStandardYes
Audio CodecAudio codec of the recorded streamsStandardYes
Video codecVideo codec of the recorded streamsStandardYes
Platform Call IDUnique conversation identifier received from the recorded platformStandardYes
Silence RatioRatio of silence in the conversationStandardYes
Talkover RatioTalkover ratio of the conversationStandardYes
Longest SilenceLength of the longest silence present in the conversationStandardYes
User ID / Agent IDSymphony User IDStandardYes
From DeviceDevice ID of the calling partyStandardNo
To DeviceDevice ID of the called partyStandardNo
Dialed NumberOriginal dialed numberStandardNo
From IPIP address of the recording botStandardYes
To IPIP address of the recording botStandardYes
From Proxy IPIP address of the proxy server associated with the caller partyStandardNo
To Proxy IPIP address of the proxy server associated with the called partyStandardNo
Source PlatformMicrosoft TeamsStandardYes
Conversation TypeVoice, Video, Screen ShareStandardYes
Forward ReasonForward reason for the conversation (e.g. forwarded, transferred, team call, delegated, etc.) StandardNo
Recording failedIndicates if the recording has failed and the metadata was imported during CDR reconciliationStandardNo
Media LengthLength of the media file related to the conversation in hhh:mm:ss formatStandardYes
Media ErrorShows the media processing errors during recordingStandardYes
Voice QualityOverall voice quality check score for the conversationStandardYes
Record TypeStandardStandardYes
2N SourceIn case of duplicate (2N) recording, records are marked as primary or secondaryStandardYes
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