Interaction Media Server Technical Reference

Interaction Media Server™
Technical Reference
Interactive Intelligence Customer Interaction Center® (CIC)
Version 2017 R3
Last updated April 24, 2017
(See Change Log for summary of changes.)
Abstract
Interaction Media Server is a Customer Interaction Center subsystem that handles
communications traffic in the Customer Interaction Center environment. Interaction
Media Server plays prompts, records call, performs call analysis, handles fax
communications, and transcodes calls from various SIP devices used with a
Customer Interaction Center server. It also provides keyword spotting and Dual
Tone Multi-Frequency (DTMF) recognition for use in other Customer Interaction
Center products.
See the Interactive Intelligence support site for the latest version of this document.
You can find it in the Documentation Updates section of the CIC Documentation
Library: http://help.inin.com/cic
Interactive Intelligence, Inc.
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Telephone/Fax (317) 872-3000
www.ININ.com
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Telephone/Fax (317) 872-3000
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2
Table of contents
Introduction to Interaction Media Server ................................................................... 7
Interaction
Interaction
Interaction
Interaction
Media
Media
Media
Media
Server
Server
Server
Server
functional overview .................................................................... 7
network communications .......................................................... 7
audio processing ......................................................................... 7
network topology ........................................................................ 8
Small contact center Interaction Media Server implementation ....................................................................8
Large contact center Interaction Media Server implementation ....................................................................8
Interaction Media Server advantages ................................................................................... 9
Interaction
Interaction
Interaction
Interaction
Media
Media
Media
Media
Server
Server
Server
Server
frees resources ..........................................................................................................9
reduces network consumption ................................................................................9
provides scalability ..................................................................................................10
provides redundancy...............................................................................................10
Interaction Media Server features .......................................................................................10
Interaction Media Server network features .....................................................................................................10
Interaction Media Server audio features ..........................................................................................................11
Interaction Media Server telephony features ..................................................................................................12
Other Interaction Media Server features ..........................................................................................................12
Interaction Media Server virtualization ..............................................................................14
Install Interaction Media Server ............................................................................... 15
Install Interaction Media Server appliance ........................................................................15
Install Interaction Media Server software ..........................................................................15
Interaction Media Server hardware and network requirements ...................................................................15
Interaction Media Server software requirements ...........................................................................................16
Install Interaction Media Server on a certified machine ................................................................................17
Add Customer Interaction Center server to Interaction Media Server ........................21
Add Interaction Media Server to a domain ........................................................................24
Apply Interaction Media Server updates ............................................................................25
Preinstallation tasks .............................................................................................................................................25
Apply an update to Interaction Media Server ..................................................................................................25
Interaction Media Server licensing ......................................................................................29
I3_FEATURE_MEDIASERVER_TYPE_STANDARD .............................................................................................29
I3_LICENSE_MEDIASERVER_MAX_MEDIA_ENGINES ....................................................................................29
Media sessions ......................................................................................................................................................29
Basic sessions .......................................................................................................................................................29
Conference sessions ............................................................................................................................................30
Fax sessions ..........................................................................................................................................................30
I3_LICENSE_MEDIA_SERVER_G.729_SESSIONS ...........................................................................................30
Interaction Text To Speech (ITTS) licenses .....................................................................................................30
Acquire an Interaction Media Server license ...................................................................................................30
Apply an Interaction Media Server license .......................................................................................................31
Upgrade Interaction Media Server ............................................................................ 35
Full migration ...........................................................................................................................35
Partial migration ......................................................................................................................35
Configure Customer Interaction Center for Interaction Media Server....................... 37
Configure “Always-In” or “Dynamic” audio path for Interaction Media Server .........38
Always-In audio path ...........................................................................................................................................38
Dynamic audio path .............................................................................................................................................39
Which audio path method should I use? ..........................................................................................................39
Set the Interaction Media Server audio path behavior ..................................................................................40
Configure network interfaces on Interaction Media Server ...........................................40
Teamed network interfaces ................................................................................................................................41
Configure Interaction Media Server for virtual local area networks ............................................................41
Configure Interaction Media Server to use a network interface for RTP communications .......................42
Add Interaction Media Server to a Customer Interaction Center location ..................44
Add Interaction Media Server to a location......................................................................................................44
3
Modify an existing Interaction Media Server location ....................................................................................45
Interaction Media Server Selection Rules for audio processing ....................................46
Selection Rules location entry types .................................................................................................................47
Default Selection Rules configuration for interactions ...................................................................................49
Selection Rules configuration by location .........................................................................................................49
Selection Rules location groups .........................................................................................................................51
Selection Rules excluded locations ....................................................................................................................51
Add or modify an Interaction Media Server Selection Rules configuration ................................................53
Assign an Interaction Media Server Selection Rules configuration to a location .......................................55
Configure Prompt Server for Interaction Media Server ..................................................57
Prompt Server overview......................................................................................................................................57
Supported audio formats for Prompt Server ...................................................................................................58
Configure Prompt Server settings in Interaction Administrator ...................................................................59
Interaction Media Server conference calls .........................................................................60
Conference call features......................................................................................................................................60
Conference call overview ....................................................................................................................................61
Location types for conference calls ...................................................................................................................62
Interaction Media Server selection for conference call processing ..............................................................63
Distributed conference call example .................................................................................................................65
Considerations for configuring distributed conferencing ...............................................................................67
Configure a location to provide hub connections for distributed conference calls ....................................67
Test configuration of distributed conference calls ..........................................................................................68
Interaction Media Server conference call considerations ..............................................................................70
Specify Interaction Media Server call analysis language model ...................................71
Supported call analysis language models and regions...................................................................................73
Special Information Tones reference ................................................................................................................73
Call Analysis for remote stations .......................................................................................................................74
Optional administrative tasks for Interaction Media Server ..................................... 75
Change the name of Interaction Media Server .................................................................75
Change the defragmentation schedule on Interaction Media Server ...........................76
Delete an Interaction Media Server from Customer Interaction Center .....................76
Enable Secure Input feature .................................................................................................79
Enable Secure IVR Playback feature ...................................................................................80
Secure IVR Playback licensing ...........................................................................................................................81
Secure IVR Playback configuration....................................................................................................................81
Interaction Media Server faxing ............................................................................... 82
Interaction Media Server faxing process ............................................................................82
Inbound faxes and Interaction Media Server ..................................................................................................82
Outbound faxes and Interaction Media Server ................................................................................................83
Interaction Media Server fax licensing ...............................................................................84
Configure Interaction Media Server through the web interface ................................ 85
Configure audio recording retrieval on Interaction Media Server .................................85
Configure Quality of Service on Interaction Media Server .............................................88
Modify the DSCP value of IP packets for Interaction Media Server .............................................................88
Configure layer 3 switches to trust the DSCP values from Interaction Media Server...............................90
Configure SNMP support on Interaction Media Server ....................................................90
Interaction Media Server web interface reference .................................................... 95
Interaction
Interaction
Interaction
Interaction
Interaction
Interaction
Media
Media
Media
Media
Media
Media
Server
Server
Server
Server
Server
Server
Status-About page ....................................................................95
Status-Server Status page .....................................................96
Status-Media Engine page ......................................................98
Config-Servers page ...............................................................100
Config-Parameters page ........................................................104
Config-Properties page ..........................................................111
Add custom properties to Interaction Media Server ..................................................................................... 120
Property override hierarchy for Interaction Media Server ........................................................................... 121
Interaction Media Server Config-Diagnostics page ........................................................124
4
Set encryption key ............................................................................................................................................. 124
Import trace topics ............................................................................................................................................ 126
Download current trace topics ......................................................................................................................... 126
Import configuration file ................................................................................................................................... 126
Download current configuration ....................................................................................................................... 126
Create a diagnostic memory dump ................................................................................................................. 126
Set tracing levels ................................................................................................................................................ 126
Interaction Media Server Config-Snmp page ..................................................................128
Interaction Media Server Config-Administration page ..................................................130
Change Login Credentials ................................................................................................................................. 130
HTTP/HTTPS Server ........................................................................................................................................... 131
REST API .............................................................................................................................................................. 131
Deactivate Server............................................................................................................................................... 132
Interaction Media Server Config-License page ...............................................................132
Interaction Media Server REST API ........................................................................ 135
REST API configuration ........................................................................................................135
Enable REST API on an Interaction Media Server ......................................................................................... 135
REST API usage .....................................................................................................................138
REST API commands ......................................................................................................................................... 138
REST API value types ........................................................................................................................................ 138
REST API restrictions ......................................................................................................................................... 139
HTTP status codes .............................................................................................................................................. 140
REST API tools .................................................................................................................................................... 141
REST API methods ................................................................................................................144
Activation and deactivation .............................................................................................................................. 144
Command servers .............................................................................................................................................. 145
Configuration and statistics .............................................................................................................................. 158
Interaction Media Server call recordings and failover ............................................ 171
Interaction Media Server call recording if Customer Interaction Center or the
network connection fails ......................................................................................................172
Interaction Media Server call recording if Interaction Media Server fails .................173
Troubleshoot Interaction Media Server issues ........................................................ 175
Interaction Media Server log files ......................................................................................175
Interaction Media Server memory dump .........................................................................176
Interaction Media Server stopped recording calls ..........................................................176
Audio quality issues ..............................................................................................................176
Jitter ..................................................................................................................................................................... 176
VLAN misconfiguration ...................................................................................................................................... 177
Packet loss ........................................................................................................................................................... 177
Data corruption................................................................................................................................................... 177
Interaction Media Server stopped creating or appending log files .............................178
Low storage free space ........................................................................................................178
Probation status in Windows Event Log ...........................................................................178
Disconnected calls .................................................................................................................179
Connection to Customer Interaction Center server over a WAN is failing ................180
Lost or forgotten credentials for Interaction Media Server REST API ........................180
Interaction Media Server backward compatibility with Customer Interaction Center
180
Interaction Media Server has corrupted or missing components ...............................181
Customer Interaction Center marks Interaction Media Server inactive and creates
an entry in the Windows Event Log ..................................................................................181
Cannot connect Interaction Media Server to the secondary server in a switchover
pair ...........................................................................................................................................181
Distributed conference call considerations ......................................................................182
5
Interaction Media Server web interface does not accept administrator credentials
with Japanese characters ....................................................................................................182
Appendix A: OpenSSL Copyright ............................................................................ 184
Appendix B: Backward compatibility with Customer Interaction Center ................. 185
Appendix C: Antivirus requirements and best practices for Customer Interaction
Center and subsystem servers................................................................................ 186
Install only a supported antivirus product .......................................................................186
Install only the virus protection security feature ...........................................................187
Configure real-time protection for only write operations .............................................187
Exclude continually accessed file types and directories................................................187
Files and file types to exclude .......................................................................................................................... 187
Directories and subdirectories to exclude ...................................................................................................... 188
Update virus definitions daily .............................................................................................188
Conduct a full scan of the file system on a regular basis .............................................188
Change Log............................................................................................................. 189
Index ...................................................................................................................... 196
6
Introduction to Interaction Media Server
This section contains the following topics:
Interaction Media Server functional overview ............................................................ 7
Interaction Media Server network communications ................................................... 7
Interaction Media Server audio processing ................................................................ 7
Interaction Media Server network topology ............................................................... 8
Interaction Media Server advantages ......................................................................... 9
Interaction Media Server features ............................................................................ 10
Interaction Media Server virtualization .................................................................... 14
Interaction Media Server functional overview
Interaction Media Server is a required subsystem of Customer Interaction Center. Its main
purpose is to handle audio streams in Internet Protocol communications. These audio streams
include voice over IP (VoIP) active call connections, recordings, and the playing of prompts.
Interaction Media Server network communications
Interaction Media Server facilitates Real-time Transport Protocol (RTP) and Secure Real-time
Transport Protocol (SRTP) communications which transmit voice over Internet Protocol (VoIP).
It is through RTP/SRTP communications in the Customer Interaction Center environment that
you can speak to and listen to another person on a telephone.
Interaction Media Server does not issue or receive Session Initiation Protocol (SIP) commands,
which control the establishment, management, and termination of telephone calls in the
Customer Interaction Center environment. When Interaction Media Server must make a
connection, change, or termination between two or more SIP calls, Customer Interaction
Center supplies the necessary commands through the Notifier component.
Interaction Media Server audio processing
Interaction Media Server handles the following media operations:
•
Call analysis – Interaction Media Server detects if a person, an answering machine, or a
voice mail system answers the call.
Note:
If you configure the Customer Interaction Center server to use a language other than
English (US), you must create the Call Analysis Language server parameter on the
Customer Interaction Center server and set it to the appropriate language code. For
more information, see Specify Interaction Media Server call analysis language model.
•
Recording calls – Interaction Media Server records call conversations for the agent, the
external party, or both parties. Interaction Media Server can record the audio from both
participants on the call in one channel (mono) or two channels (stereo).
•
Securing call recordings – When a call is recorded, Interaction Media Server encrypts and
compresses the recording so that only approved users can listen to the calls.
•
Playing recordings – When you play a call from Interaction Recorder Client, Interaction
Media Server decompresses and streams the call recording.
•
Playing prompts – When a caller enters your Customer Interaction Center system, an
Interactive Voice Response system can present the caller with audio prompts to select
7
digits that represent interest in speaking to a specific person or representative.
Interaction Media Server streams these prompts into the call.
•
Playing on-hold music – When an agent puts a call on hold, Interaction Media Server plays
music to the other party while they wait.
•
Transcrypting and transcoding – Interaction Media Server dynamically converts calls that
use different codecs (G.711, G.729) or protocols (RTP, SRTP) so that all parties hear the
audio streams.
•
Conferencing – Interaction Media Server facilitates all audio communication for conference
calls. For conference calls with fewer than 20 participants, the call is hosted on a single
Interaction Media Server. For a conference call with more than 20 participants, the call is
processed through multiple Interaction Media Servers.
•
Keyword spotting – Interaction Media Server analyzes speech during telephone
conversations and can recognize predefined keywords when they are spoken. For more
information about this feature, see Interaction Analyzer Technical Reference.
•
Speech recognition – Interaction Media Server analyzes speech provided through
Interactive Voice Recognition, such as with Interaction Attendant. For information about
this feature and provided grammars, see Interaction Speech Recognition Technical
Reference and Interaction Attendant Help.
Interaction Media Server network topology
You can deploy Interaction Media Server in multiple ways in your Customer Interaction Center
telephony network. No matter the size and locations of your contact centers, Interaction
Media Server enables you to serve all locations with a single Customer Interaction Center
server.
The following diagrams demonstrate how you can implement Interaction Media Server:
Small contact center Interaction Media Server implementation
This implementation is for small contact centers where the agents or users are in the same
location as the Customer Interaction Center server.
Large contact center Interaction Media Server implementation
This implementation is for large contact centers where agents or users are in geographically
distant locations.
8
Interaction Media Server advantages
Interaction Media Server provides distinct advantages in your Customer Interaction Center
telephony network. Ranging from resource availability to redundancy, these advantages
ensure that you network can adapt to the demands that are placed upon it.
Interaction Media Server frees resources
Calls and the associated audio streams are the most consuming aspects of the telephony
network. Interaction Media Server processes the audio portion of calls, which enables
Customer Interaction Center to focus on only the logistics of calls. If you want to increase the
capacity of your contact center, add additional Interaction Media Servers.
Interaction Media Server reduces network consumption
Using Interaction Media Server in multiple locations reduces the number of transmissions that
pass through your Wide Area Network (WAN). Interaction Media Server processes all media
for a location and does not need to retransmit media to Customer Interaction Center. Only
small, occasional Session Initiation Protocol (SIP) packets from Customer Interaction Center
are sent through the WAN to the SIP telephone and the gateway.
9
Interaction Media Server provides scalability
Interaction Media Server is a scalable system, which enables you to have many Interaction
Media Servers for a single Customer Interaction Center server.
To properly allocate and use multiple Interaction Media Servers, you can configure logical
locations in which Interaction Media Servers reside. For example, you may have one small
contact center that requires only one Interaction Media Server and a large contact center that
requires four Interaction Media Servers. This configurability enables you to maximize
resources and licensed sessions where you need them.
For large conference calls of more than 20 participants, Customer Interaction Center
distributes callers across multiple Interaction Media Servers, even in different locations.
Interactive Intelligence recommends that you use an N+1 configuration for Interaction Media
Servers where N represents the number of Interaction Media Server required to service a
system or location. The additional Interaction Media Server enables your contact center to
continue functioning at its capacity without resource limitations when you must maintain or
troubleshoot an Interaction Media Server.
Interaction Media Server provides redundancy
When Interaction Media Server handles the audio stream between two parties, it does so
independently. It does not rely on the constant presence of an Customer Interaction Center
server. Therefore, if the Customer Interaction Center server becomes unavailable for any
other reason, the active calls being processed through Interaction Media Server continue
without interruption.
Also, if an Interaction Media Server becomes unavailable, other Interaction Media Servers
share the load of any new calls.
Interaction Media Server features
Interaction Media Server network features
The following list provides the current features of Interaction Media Server:
•
Support for IPv6 – Interaction Media Server supports Internet Protocol version 6
addresses in network communications.
•
Codecs and protocols – Interaction Media Server supports the following codecs and
protocols:
10

G.711 A-law – 64 kb/s

G.711 µ-law – 64 kb/s

G.726 – 16, 24, 32, or 40 kb/s

G.729 –8 kb/s (with or without Annex B)
Important!
You should use the same G.729 codec variant (with or without Annex B) for all
communications and endpoints. Failure to use the same G.729 codec variant causes
unnecessary transcoding by Interaction Media Server.

G.722 – 48, 56, or 64 kb/s (16-kHz audio with pass-through, 8-kHz audio with media
operations)
Note:
When Interaction Media Server performs operations on calls using G.722
communications, it resamples the 16-kHz audio to 8 kHz. Interaction Media Server
then does the operation on the audio stream and interpolates it back to 16 kHz so that
it can resend it through the RTP stream to the destination endpoint. This process does
not return the audio quality of the RTP stream to that of the original level. Operations
that result in this resampling of the audio include transcoding, playing prompts or
music, injecting call waiting or dial pad tones, conferencing, supervisor monitoring, or
if the Disable Media Server Passthru feature on the SIP line is enabled.

Global System for Mobile Communications (GSM) (06.10) – Interaction Media Server
uses GSM as only an audio codec.

Opus codec that enables mono or dual-channel recordings with high audio quality.
Note:
Interaction Media Server does not currently support usage of the Opus codec for
endpoints; only call recordings.

Real-time Transport Protocol (RTP)

Secure Real-time Transport Protocol (SRTP)
•
Scalability and Redundancy – Using multiple Interaction Media Servers and Customer
Interaction Center servers enables redundancy in your telephony network if any specific
system becomes unavailable. Interaction Media Server can support multiple Customer
Interaction Center servers and one Customer Interaction Center server can support
multiple Interaction Media Servers.
•
File transfers – All file transfers, including recordings, use an HTTP server instead of FTP or
file sharing.
•
Accessible configuration interface – You configure Interaction Media Server through a
secure web-based interface.
Interaction Media Server audio features
•
Recording – Interaction Media Server can record calls so that a supervisor can listen to
them in the future, analyze and score them for appropriateness, and give advice to
agents.
Tip:
Interaction Analyzer provides real-time keyword spotting and can eliminate the need
for you to manually analyze recorded calls.
•
Encryption – Interaction Media Server encrypts recordings so that unauthorized users
cannot access them.
•
Play prompts and on-hold music – Interaction Media Server inserts prompts and music
into audio streams.
11
•
Play recordings – Interaction Media Server plays call recordings if you use Interaction
Recorder Client.
•
Play voice mail – Interaction Media Server plays voice mail recordings.
Interaction Media Server telephony features
•
Supervisory monitoring of calls – Supervisors can listen in to calls between an agent and
another party.
•
DTMF recognition – Interaction Media Server recognizes Dual-Tone Multi-Frequency
(DTMF) tones, both in-band and with the RFC 2833 specification. To configure DTMF
recognition, modify the configuration for a SIP line in Interaction Administrator and set the
DTMF Type control in the Audio panel as necessary.
•
Transcoding and Transcrypting - Interaction Media Server converts calls using different
transmission codecs and protocols, such as G.711 and RTP/SRTP, so that both parties can
communicate.
•
Call analysis – Interaction Media Server can analyze the beginning audio of a call and
identify a live speaker, answering machine/voice mail, or Special Information Tones (SIT)
from the network.
Note:
If you configure the Customer Interaction Center server to use a language other than
English (US), you must create the Call Analysis Language server parameter on the
Customer Interaction Center server and set it to the appropriate language code. For
more information, see Specify Interaction Media Server call analysis language model.
•
Text-to-Speech (TTS) – Interaction Media Server supports Speech API (SAPI), Media
Resource Control Protocol (MRCP) version 2.0, and its own native Interaction Text To
Speech product for the playing of audio streams from TTS engines. For more information,
see Text to Speech Engines for IC Technical Reference.
•
Support of Automatic Speech Recognition (ASR) – Interaction Media Server supports the
sending of audio with echo cancellation to separate third-party ASR servers, such as from
Nuance and Loquendo. Any supported third-party ASR product must reside on a separate
system, not that of Interaction Media Server.
•
Interactive Speech Recognition – Interaction Media Server hosts an ASR engine developed
by Interactive Intelligence. Interaction Speech Recognition enables Customer Interaction
Center to identify basic spoken words, such as those a caller might provide to Interaction
Attendant, instead of requiring Dual-Tone Multi-Frequency (DTMF) digits through a
telephone keypad. For more information about Interaction Speech Recognition, see
Interaction Speech Recognition Technical Reference and ASR Technical Reference in the
CIC Documentation Library.
•
Support of whisper tones – Interaction Media Server can play whisper tones to an agent in
auto-answer mode. Whisper tones indicate that the agent will soon receive an interaction.
You configure whisper tone functionality and options through Interaction Administrator.
Other Interaction Media Server features
The following list provides additional features in this version of Interaction Media Server:
•
12
RESTful API - Interaction Media Server provides a Representational State Transfer (REST)
Application Programming Interface (API) that is accessible through HyperText Transfer
Protocol (HTTP). The Interaction Media Server REST API provides functionality similar to
that available through the Interaction Media Server web-based user interface. For more
information about the Interaction Media Server REST API, see Interaction Media Server
REST API in this document.
•
Selection Rules – This feature enables you to create and tailor configurations that
Customer Interaction Center uses to select an Interaction Media Server to process audio
communications for an interaction. You can assign a configuration to one or more
locations, which contain devices that start interactions in the Customer Interaction Center
network.
•
Secure Input – To comply with Payment Card Industry (PCI) Data Security Standard,
Interaction Media Server secures sensitive numeric information, such as account numbers,
from communications. When the Secure Input feature is enabled, Interaction Media
Server prevents the playing or recording of Dual-Tone Multi-Frequency (DTMF) digits that
endpoints transmit during calls. With the additional Secure IVR Playback feature, callers
in an Interactive Voice Response session can hear the DTMF digits that they enter through
a telephone keypad. The DTMF digits with Secure IVR Playback are not present in call
recordings, are not present or are encrypted in log and tracing files, and are encrypted in
RTP transmissions between Interaction Media Server and the endpoint of the caller.
•
Keyword spotting/speech analytics – This feature supports Interaction Analyzer, which
analyzes telephone conversations in real time and can notify supervisors when calls
contain predefined keywords. For more information, see Interaction Analyzer Technical
Reference.
•
Interaction Media Server allows Customer Interaction Center to retrieve call recordings
and diagnostic recordings through HTTPS network communications.
•
Conferencing – Interaction Media Server provides the ability to host conference calls. For
conference calls of more than 20 participants, Customer Interaction Center uses multiple
Interaction Media Servers in its Distributed Conferencing feature to process all audio
communications.
•
New licensing schema – When Interaction Media Server processes audio streams, it does
so through media engines. The total number of media engines is based on available CPU
resources. Any additional applications on Interaction Media Server also use CPU
resources, including those resources that Interaction Media Server is not currently using to
process audio. Licensing is based on your host ID. In some previous releases, Interaction
Media Server licensing instead used the MAC address of your network interface card.
•
Backwards compatibility – This version of Interaction Media Server is backwards
compatible with Customer Interaction Center 4.0 and Customer Interaction Center 3.0
SU12 and later. However, to ensure that best performance and feature availability in your
CIC environment, Interactive Intelligence recommends that you use the same version
among all components.
•
Hard disk drive data redundancy – Interaction Media Server uses RAID hard disk drive
configurations in the medium and large packaged server offerings:

Small Interaction Media Server – One hard disk drive (no RAID)

Medium Interaction Media Server – Two hard disk drives (RAID1)

Large Interaction Media Server – Four hard disk drives (RAID10)
•
Recording indicator sounds – For recorded calls, you can use Interaction Administrator to
configure Interaction Media Server to inject beeps into calls. The repeated injected sound
indicates to parties on the call that the call is being recorded. Using Interaction
Administrator, you can configure the volume of the injected sound within the range
of -33dB and 0dB.
•
Interaction Speech Recognition – Interaction Media Server contains a native Automatic
Speech Recognition (ASR) engine to recognize speech. For more information about
Interaction Speech Recognition, see Interaction Speech Recognition Technical Reference
and ASR Technical Reference.
•
64-bit architecture - Interaction Media Server is available as a 64-bit architecture product,
which enables it to use an even larger number of resources, such as CPU cores, RAM, and
file sizes. The Interaction Edge edition of Interaction Media Server is still based on 32-bit
architecture.
13
•
Two-channel recordings – Using the Opus codec internally, Interaction Media Server can
create single-channel (mono) or two-channel (stereo) call recordings with high audio
quality.
Note:
Using Opus to record calls can use more CPU resources and will require more storage
stage for call recordings. The following list provides some Opus characteristics that
impact CPU usage and recording storage:
•
•
•
•
Dynamically adjustable bitrate
Audio bandwidth
Frame size for audio streams
Two-channel recordings
To ensure that your Interaction Media Server is sized correctly for your call activity
levels, see the Interaction Media Server sizing calculator at
http://help.inin.com/attach/Media_Server_Estimation_Spreadsheet_2016.xlsx.
You must have a valid customer account and supply credentials to access the
Interaction Media Server sizing calculator.
To accommodate the movement of recordings to Interaction Recorder Remote Content
Service or Interaction Recorder, ensure that your network bandwidth supports the
increase in call recording sizes with Opus.
Interaction Media Server virtualization
Interaction Media Server processes real-time communications and, as such, is not a good
candidate for virtualization. Interactive Intelligence does not advocate or support
virtualization of Interaction Media Server, especially in production environments.
For considerations, requirements, and other information regarding virtualization of Interaction
Media Server, see IC Virtualization Technical Reference in the CIC Documentation Library.
14
Install Interaction Media Server
This section contains the following topics:
Install Interaction Media Server appliance ............................................................... 15
Install Interaction Media Server software ................................................................ 15
Add Customer Interaction Center server to Interaction Media Server ...................... 21
Add Interaction Media Server to a domain ............................................................... 24
Apply Interaction Media Server updates ................................................................... 25
Interaction Media Server licensing ........................................................................... 29
Install Interaction Media Server appliance
Interactive Intelligence offers appliances with the necessary software and hardware for specific
products. To install the Interaction Media Server appliance, see "Set up the Interaction Media
Server appliance" in Interaction Media Server Appliance Installation and Configuration Guide.
Install Interaction Media Server software
Important!
If you are installing a packaged server from Interactive Intelligence, also known as an
Interaction Media Server appliance, do the procedures in Interaction Media Server Appliance
Installation and Configuration Guide.
This topic contains the requirements and software installation procedure for installing
Interaction Media Server on your own pre-certified hardware.
Interaction Media Server hardware and network requirements
CPU (minimum)
Intel quad-core, hyper-threaded CPU
RAM
4 GB
Local storage
2 – 500 GB SATA hard drives
Cache
256 MB Battery Backed Write Cache (BBWC)
Power supply units (PSUs)
2 – 365 W redundant power supply units
Network interface
1 GB Ethernet with driver software that supports Receive
Side Scaling (RSS)
Important!
Receive Side Scaling (RSS) is a technology that distributes
the processing of received network packets across multiple
physical CPU cores. For RSS to function, the operating
system, the network interface card (NIC) hardware, and the
NIC driver must support this feature. RSS is, however,
independent of any application, such as Interaction Media
Server.
You can use the Device Manager application in Windows to
ensure proper RSS configuration of the NIC. Set the number
of queues that the RSS feature of the NIC supports to a
15
number that is equal to the number of physical CPU cores in
the host computer. The RSS settings for NICs vary between
the different brands and models of NICs. Consult the
documentation for the NIC to configure the RSS queue to the
appropriate value.
Systems
A functional Customer Interaction Center server in the
network
Domain (optional)
If you do not connect Interaction Media Server to a domain,
limit the machine name of Interaction Media Server to a
maximum of 15 characters. Failure to follow this restriction
can result in connectivity problems.
Interaction Media Server software requirements
Operating
system
Software
•
Windows Server 2012 R2
•
Windows Server 2008 R2 (Service Pack 1)

Datacenter edition

Enterprise edition

Standard edition
Microsoft .NET Framework 3.5.1 or later
Tip:
Interactive Intelligence recommends installing Microsoft .NET
Framework 4.0 (Full) and later in addition to .NET Framework 3.5.1 for
future compatibility.
Tip:
To enable Microsoft .NET Framework 3.5.1 or later use Server
Manager -> Features.
Note:
Only the iUpdate software updating product uses the Microsoft .NET
Framework. Interaction Media Server does not use Microsoft .NET
Framework. For Interaction Media Server hosted on an Interaction
Edge appliance, iUpdate and Microsoft .NET Framework are not
installed or required.
Web browser
Internet Explorer, Microsoft Edge, Mozilla Firefox, or Google Chrome
Important!
To access the Interaction Media Server web interface, your browser
must support version 1.1 or 1.2 of the Transport Layer Security (TLS)
16
protocol. The Interaction Media Server web interface does not support
the TLS v1.0 or SSL protocols.
Install Interaction Media Server on a certified machine
1. If you have not done so already:
a.
Download the CIC .iso file from the Interactive Intelligence product information site
at the following URL address:
https://my.inin.com/products/Pages/Downloads.aspx
b.
Copy the .iso file to a non-Customer Interaction Center file server with a high
bandwidth connection to the machines on which you will install a CIC product.
c.
Mount the .iso file and share the contents to make them accessible to the machines
on which you will install a CIC product.
2. Navigate to the \Installs\Off-ServerComponents directory on the file server.
3. Copy the MediaServer_20nn_Rn.msi file to the machine on which you want to install
Interaction Media Server.
n is a variable that represents digits that identify the specific release of CIC.
4. Execute the MediaServer_20nn_Rn.msi file.
The Welcome to the Interaction Media Server Setup Wizard for CIC 20nn Rn dialog
box appears.
Note:
If you receive an error message regarding the maximum number of network filters,
you must change a default registry setting to allow the installation program to install
the Interactive Intelligence QoS driver. For more information, see
http://support.microsoft.com/kb/2530477.
5. Click Next.
6. The Custom Setup dialog box appears.
17
7. The Custom Setup dialog box enables you to do the following optional tasks:
•
Change installation directory – If you want to change the directory where Interaction
Media Server software is installed, click Browse and then select the necessary
directory.
Note:
The disk usage specified in the Disk Space Requirements dialog box
includes the amount of disk space that Interaction Media Server requires for
both the installation and the software.
•
Check disk usage – Select the Disk Usage button to determine if the hard disk drive
has enough free space available to install the Interaction Media Server software.
Note:
If you already have software from Interactive Intelligence installed on the
system, the interface does not display a Browse button as all software from
Interactive Intelligence must be installed in the same directory location.
Note:
By default, the Interactive Intelligence QoS driver is installed silently and the
certificate is added to the Trusted Publishers list. If your site has reasons to
modify this default behavior, see KB article Q131006915300479 and follow the
instructions provided to modify the QoS properties and run the install using
Group Policy or other methods.
8. Click Next.
The Web Configuration Server dialog box appears.
18
9. In the following text boxes, specify the necessary information:
•
Web Configuration Server HTTP Port – Enter the port number that Interaction
Media Server will use for HTTP web interface sessions.
•
Web Configuration Server HTTPS Port – Enter the secure port number that
Interaction Media Server will use for HTTPS web interface sessions.
•
Administration Login Name – Enter the administrative user name that you want a
user to supply when accessing the Interaction Media Server web interface. This name
does not need to correspond to a domain account or Customer Interaction Center
account.
Caution:
If you do not enter any text in this text box, the Interaction Media Server web
interface does not require authentication for access.
•
Administration Login Password – Enter the password that you want a user to
supply when accessing the Interaction Media Server web interface.
•
Confirm Password – Re-enter the password that you supplied in the previous text
box.
10. After you supply the necessary information in the text boxes, select the Next button.
The Interaction Media Server Install dialog box appears.
19
11. Specify the following information:
a.
In the HTTP Cache Location text box, specify the path where the directory for files
transferred over HTTP (the default file transfer mechanism) will be stored temporarily.
b.
In the Recordings and Faxes Location text box, specify the path where the
directory for storing files associated with recordings and faxes will be stored.
If you need assistance in specifying the path, click either Browse button to view the local
file system for the specific directory.
12. After you have specified the directory paths, click Next.
The Ready to install Interaction Media Server for CIC dialog box appears.
13. If you want to change any specifications that you have made, click Back until the
appropriate dialog box appears. Otherwise, click Install to start installation of Interaction
Media Server.
The Installing Interaction Media Server dialog box appears.
When the installation process completes, the final installation dialog box appears.
20
14. Click Finish to complete the Interaction Media Server software installation.
An Interaction Media Server for CIC 20nn Rn Setup dialog box appears.
15. Restart the server by clicking Yes.
Important!
Interaction Media Server cannot function properly without a restart of the server after
installation.
Add Customer Interaction Center server to Interaction Media
Server
This section contains the procedure for configuring Interaction Media Server to communicate
with one or more Customer Interaction Center servers.
Note:
Before you can do this procedure, you must have a functional Customer Interaction Center
server in your network.
To add a Customer Interaction Center server entry so that Interaction Media Server can
communicate with it, do the following steps:
1. On a personal computer in your network or on the Interaction Media Server itself, open a
web browser and navigate to the Uniform Resource Locator (URL) address of the
Interaction Media Server machine. This address must include the fully qualified domain
name or IP address, and the port number that Interaction Media Server is using as
demonstrated in the following example:
http://mediaserver1.mydomain.com:8084
Note:
Packaged Interaction Media Servers use HTTP port 8083. Software-only installations
of Interaction Media Server default to HTTP port 8084.
Interaction Media Server prompts you for the administrative user ID and password, if one
is assigned.
2. Enter the administrative user ID and password in the appropriate text boxes and click OK.
Note:
If you forget the user name or password of the Interaction Media Server web
interface, you can clear the values in the following registry keys on Interaction Media
Server:
HKEY_LOCAL_MACHINE\SOFTWARE\Interactive Intelligence\MediaServer\WebConfigLoginName
HKEY_LOCAL_MACHINE\SOFTWARE\Interactive Intelligence\MediaServer\WebConfigLoginPassword
You are then able to log on to the web configuration interface without credentials and
can then reset them once you are in the web configuration interface. Do not enter a
plain-text user name and password in these registry values.
The Status-About page appears.
3. In the upper right corner, click the Config icon.
The Config-Servers page appears.
4. Click Add Server.
The Enter Configuration for new Command Server page appears.
21
5. In the following fields, enter the indicated information:
•
Notifier Host – Enter the fully qualified domain name of the Customer Interaction
Center to which you want to connect this Interaction Media Server.
•
IC User Id – Enter the Customer Interaction Center administrative user ID that will
enable Interaction Media Server to log on to the server.
•
IC Password – Enter the password for the administrative user ID that you specified in
the previous text box.
•
Accept sessions – To have this Interaction Media Server accept host sessions from
the specified Customer Interaction Center server, select Yes from this list box.
•
Copy Properties From – If you want to copy the defined properties from a previously
defined Customer Interaction Center server, select that server from this field. If this
Customer Interaction Center definition is your first, leave this field blank.
6. At the bottom of the page, select the Add button to create an Interaction Media Server
connection to the specified Customer Interaction Center server.
Once you configure Interaction Media Server to communicate with a Customer Interaction
Center server, use Interaction Administrator to accept the security certificate that
Interaction Media Server sends to the Customer Interaction Center server. This action
enables the systems to communicate securely over an SSL connection.
7. On the Customer Interaction Center server, open Interaction Administrator.
8. On the left side of the Interaction Administrator window, select the System
Configuration container.
The right pane displays the Configuration item.
9. Double-click the Configuration item.
The System Configuration dialog box appears.
22
10. Select the Certificate Management tab.
11. In the Subsystem Certificates Configuration area, click Modify.
The Subsystem Certificates dialog box appears.
23
12. Select the New certificate from the Interaction Media Server that you configured to
communicate with this Customer Interaction Center server.
13. Click Trust.
The certificate from the specified subsystem is trusted.
14. On the Subsystem Certificates dialog box, click Close.
Note:
It can take as long as 2 minutes for the Interaction Media Server certificate to appear
in Interaction Administrator under the Media Servers object.
15. The specified Interaction Media Server is now displayed in Interaction Administrator under
the Media Servers container and can now host sessions from the Customer Interaction
Center server.
Add Interaction Media Server to a domain
Interaction Media Server can be a member of a network domain. Consult your Microsoft
Windows documentation and read the procedure for adding a server, such as Interaction
Media Server, to a domain.
24
Apply Interaction Media Server updates
Periodically, Interactive Intelligence releases improvements for its products in the form of
updates. Each update contains multiple improvements and is distributed as an installation
package.
To ensure that your Customer Interaction Center software is current with all features and
fixes, install the latest update on Interaction Media Server, the Customer Interaction Center
server, any other related products.
Caution:
Apply the update to Interaction Media Server before applying the same level update to any
other Customer Interaction Center products.
If you have multiple Interaction Media Servers providing service for a location, you can stop
and update each one separately without impacting your call traffic. If you have only one
Interaction Media Server in a location, applying an update interrupts call traffic until the
process is complete. For the least amount of call traffic interruption, apply the update after
office hours or during off-peak hours.
Preinstallation tasks
1. Open a web browser and navigate to the following Uniform Resource Locator (URL)
address:
https://my.inin.com/products/cic/Pages/Latest-Release.aspx
2. Read the release information for the update to understand the included features and
changes.
3. After reading the page, select the Download this release and the latest patch
hyperlink.
The Downloads page is displayed.
4. In the CIC section, download either the latest Customer Interaction Center update or the
Appliances update (both are available as .ISO files) from the following Uniform Resource
Locator (URL) address:
https://my.inin.com/products/Pages/Downloads.aspx
Important!
The Interaction Edge edition of Interaction Media Server is available only on the
Appliances .ISO file. Do not attempt to install the CIC edition of Interaction Media
Server on an Interaction Edge appliance.
5. Move the .ISO file to a location where the Interaction Media Server to upgrade can access
it.
6. Mount the .ISO file as a mounted volume.
Apply an update to Interaction Media Server
1. Access the Interaction Media Server web interface and log on with the administrative user
name and password.
2. Click the Config icon in the upper right corner.
The Config- Servers page appears.
25
3. On the left side of the page, select the Administration icon.
The Config – Administration page is displayed.
4. In the Deactivate Server section, select the Deactivate button.
The page displays the number of active sessions.
26
Interaction Media Server does not accept any new calls from Customer Interaction Center
servers. Any current calls are maintained until ended by one of the parties on that call.
You can use the Refresh button or enable the Auto-refresh every 10s check box to
view the current number of active resources in use.
5. Wait until the number of active resources is 0 (zero).
Note:
As described above, once you deactivate Interaction Media Server, it will not accept
any new calls from Customer Interaction Center servers. However, as soon as
Interaction Media Server restarts, it will automatically begin accepting new calls from
Customer Interaction Center servers.
6. If you record calls through this Interaction Media Server, wait an additional 5 minutes for
Interaction Recorder to retrieve any active recordings from this Interaction Media Server.
7. Log out and close the web interface.
8. At the console of the inactive Interaction Media Server, log on with a user account that is a
member of the Administrators domain group.
9. From Interaction Media Server, access the mounted .ISO file and navigate to the
appropriate directory:
Interaction Edge
\ (root directory)
(Appliances .ISO file)
All other hardware hosts
\Installs\Off-ServerComponents\
(CIC .ISO file)
27
10. Execute the appropriate file:
Interaction Edge host
EDGE-MediaServer_20nn_Rn.msi
All other hardware hosts
MediaServer_20nn_Rn.msi
n represents the digits specifying the release.
Note:
During an update to Interaction Media Server, ensure that you select the
appropriate entry, as explained in the following list:
•
•
Interaction Media Server – Select this entry if Interaction Media Server
resides on your own hardware or an Interactive Intelligence Package
Server
Interaction Media Server Edge – Select this entry if Interaction Media
Server resides on an Interaction Edge appliance.
The update is applied to this Interaction Media Server.
11. Restart Interaction Media Server.
12. Follow the instructions in the setup wizard, if displayed.
Note:
If you receive an error message regarding the maximum number of network filters,
you must change a default registry setting to allow the update to upgrade the
Interactive Intelligence QoS driver. For more information, see
http://support.microsoft.com/kb/2530477.
13. Once you have finished the setup wizard, restart the system.
14. Log on to Interaction Media Server again with an administrative user account.
15. In the Windows Control Panel, in the Administrative Tools folder, start the Services
application.
The Services window appears.
16. Ensure that the ININ Media Server service is started and running.
Note:
As soon as you start the ININ Media Server service, Interaction Media Server will
automatically begin accepting new calls from Customer Interaction Center servers.
17. On any computer, open a web browser and navigate to the URL of the web interface of
this Interactive Media Server.
18. Enter the administrative user name and password for this Interactive Media Server web
interface.
28
The Status-About page appears.
19. On the left side of the page, click the Server Status icon.
20. Ensure that the update Interaction Media Server is accepting sessions and handling calls.
Important!
Because of licensing changes, upgrades of Interaction Media Server 4.0 GA or SU1 to the
current version require you to generate a new Interaction Media Server license through
http://license.inin.com and apply it through the Config-License page in the Interaction Media
Server web interface. For more information about generating the license, see Interaction Text
To Speech (ITTS) licenses. For more information about applying the license, see Apply an
Interaction Media Server license.
Interaction Media Server licensing
Interaction Media Server requires the following licenses and purchased sessions in the
Customer Interaction Center environment:
I3_FEATURE_MEDIASERVER_TYPE_STANDARD
You need one instance of this license for each physical Interaction Media Server. This license
is unique and is associated with the host ID of the computer on which Interaction Media
Server is installed.
I3_LICENSE_MEDIASERVER_MAX_MEDIA_ENGINES
Each instance of this license permits a media engine to use 32 CPU cores, both physical and
hyper-threaded, for media engines to process interactions on the host computer.
Media sessions
A media session is required for each audio operation on an Interaction Media Server. Basic
sessions, conference sessions, and fax sessions all require a media session. You must have
enough media sessions to support your purchased basic, conference, and fax sessions.
Basic sessions
Interaction Media Server requires a basic session for each external call. Basic sessions permit
the following operations:
•
Manual outbound calls
•
Inbound Direct Inward Dialing (DID) calls
•
Voice mail access through a telephony user interface (TUI) or Interaction Mobile Office
•
Non-ACD workgroup calls
•
Interaction Attendant voice actions
•
Dial by name
•
Dial extension
•
Remote access
•
Play an Interaction Voice Response (IVR) menu
Each basic session requires a media session. Basic sessions are defined in the Customer
Interaction Center server license.
29
Note:
Configured remote stations do not require sessions while dynamic stations do. For more
information about the different types of stations, see the "Remote Station Types" topic in
Interaction Desktop Help.
Conference sessions
Each participant in an ad-hoc or scheduled CIC conference call requires a conference session.
External parties also use a basic session to participate in a CIC conference call. Each
conference session requires a media session. Conference sessions are defined in the
Customer Interaction Center server license.
Fax sessions
Fax communications through Interaction Media Server require a fax session, a basic session,
and a media session for each external fax call. Fax sessions are defined in the Customer
Interaction Center server license.
I3_LICENSE_MEDIA_SERVER_G.729_SESSIONS
The G.729 codec requires less bandwidth usage at the expense of dynamic audio range. The
G.729 codec is proprietary and requires that you purchase licenses for each interaction that
uses the codec. The number of licenses that you purchase must equal the maximum number
of simultaneous interactions that you want to support. For example, if you have two
Interaction Media Servers that support up to 100 simultaneous G.729 sessions each, purchase
200 sessions in the Customer Interaction Center license. Use the Interactive Intelligence
Online Ordering System to purchase these licenses. You can then download the license from
the Interactive Intelligence License Management website at the following URL address:
http://license.inin.com.
Interaction Text To Speech (ITTS) licenses
Interaction Media Server provides a native text-to-speech synthesizer as an alternative to
other third-party text-to-speech products. Usage of this feature requires a feature license:
I3_FEATURE_MEDIA_SERVER_TTS
You must also purchase a license specifying the number of simultaneous sessions that
Interaction Text To Speech allows:
I3_SESSION_MEDIA_SERVER_TTS
You must also purchase the languages that you want to use with the text-to-speech
synthesizer. For a full list of languages supported for Interaction Text to Speech and the
associated license names, see Text to Speech Engines for IC Technical Reference in the CIC
Documentation Library.
Note:
Interaction Text-to-Speech is a required component for the Secure IVR Playback capability of
the Secure Input feature as it synthesizes the DTMF sounds that correlate to the entry of digits
through a telephone keypad.
Acquire an Interaction Media Server license
The Interactive Intelligence License Management website (http://license.inin.com) enables you
to create Interaction Media Server and Customer Interaction Center licenses. If you have
purchased the appropriate products, you are certified and authorized to generate these
licenses through the website.
30
If you are not certified to log on to this website, you can contact Interactive Intelligence
through the following e-mail address:
licenseissues@inin.com
When you contact Interactive Intelligence through this e-mail address, include your order
number and request a license file. If you are installing the Interaction Media Server software
on your own hardware, which was not purchased from Interactive Intelligence, include your
server name and MAC address ID numbers for the machine that you intend to host Interaction
Media Server.
For more information on generating your Customer Interaction Center server license for
Interaction Media Server, see IC Licensing Technical Reference.
Apply an Interaction Media Server license
After you have acquired a Customer Interaction Center license that includes Interaction Media
Server, apply it to both Interaction Media Server and Customer Interaction Center.
1. Load the license on Interaction Media Server by doing the following steps:
a.
Place your Customer Interaction Center license on a local or shared network location.
b.
Open a web browser and navigate to the URL and port number of the Interaction
Media Server web interface. See the following example for the format of specifying
this URL:
http://mediaserver1.mydomain.com:8084/
Note:
Your address and port number may differ from the example.
Packaged Interaction Media Servers use HTTP port 8083. Software-only
installations of Interaction Media Server default to HTTP port 8084.
You are prompted to supply a user name and password.
c.
Log on to the Interaction Media Server configuration webpage with the administrative
user ID and password.
The Status-About page appears.
d.
In the upper right corner, click the Config icon.
31
The Config-Servers page appears.
e.
On the left side of the page, click the License tab.
The Config-License page appears.
f.
Click the Add License hyperlink.
The To add a License page appears:
32
g.
Follow the instructions at the top of the page.
h.
Once the license is loaded, select the Servers icon on the left side of the page.
i.
Choose a Customer Interaction Center server to which this Interaction Media Server
will connect and click the Server button that is associated with that server.
The Configuration of Command Server page appears.
j.
In the Accept sessions list, select Yes.
k.
Select the Apply Changes button.
l.
Repeat the Accept sessions configuration for each Customer Interaction Center
server with which this Interaction Media Server will communicate.
2. Load the license on Customer Interaction Center by doing the following steps:
a.
Place the license file in a local or network-accessible directory.
b.
Open Interaction Administrator and select File > License Management.
The License Management dialog box appears.
c.
Click Load License.
The Load License dialog box appears.
d.
In the Load License dialog box, navigate to the location where the license file is
stored and double-click the license file.
The included licenses and features are loaded into Customer Interaction Center.
e.
Click Close to complete the process.
The Interaction Media Server that you configured to communicate with this Customer
Interaction Center server is now displayed in Interaction Administrator under the
Configuration > Media Servers > Servers object.
33
Upgrade Interaction Media Server
Interactive Intelligence provides Interaction Migrator, which enables you to export
configuration data from previous versions of Customer Interaction Center and its subsystems,
including Interaction Media Server. You then install and use Interaction Migrator to import
that configuration data to the latest version of those products.
Interaction Migrator has two methods of migrating configuration data: full migration and
partial migration. Whichever method you choose, you must ensure that the server meets the
requirements in Interaction Media Server hardware and network requirements and Interaction
Media Server software requirements.
Important!
Interaction Migrator does not support migrating Interaction Media Server 2.4 configurations to
this version of Interaction Media Server. You must manually recreate the 2.4 configuration on
a new Interaction Media Server.
Full migration
This method upgrades all products in your Customer Interaction Center network. If you are
upgrading all products in your Customer Interaction Center network, you must follow the
procedures in IC Migration Installation and Configuration Guide. You can download Interaction
Migrator and its documentation from the following website:
https://my.inin.com/products/cic/Pages/Migrations.aspx
Partial migration
This method upgrades only specific products in your Customer Interaction Center network and
migrates the configuration data from the previous version to the latest version. If you are
upgrading only Interaction Media Server, the following table provides overviews of the
available upgrade methods:
Method
Install a new
Interaction
Media Server
Procedure overview
1. Install Interaction Media Server on a new server with the
Microsoft Windows Server 2008 R2 or Windows Server 2012 R2
operating system.
2. Apply the latest update to the latest version of Interaction Media
Server. For more information, see Apply Interaction Media
Server updates.
3. Install Interaction Migrator on the previous Interaction Media
Server using the procedure in the "Install Interaction Migrator"
section of IC Migration Installation and Configuration Guide.
4. Export the configuration data of the previous Interaction Media
Server using the procedure in the "Export Interaction Media
Server 3.0 Configuration Data" topic of IC Migration Installation
and Configuration Guide.
5. Install Interaction Migrator on the new Interaction Media Server.
6. Using Interaction Migrator, import the configuration data to the
new Interaction Media Server using the procedure in the "Import
Interaction Media Server 3.0 Configuration Data" topic of IC
Migration Installation and Configuration Guide.
35
Upgrade the
existing
Interaction
Media Server
1. Install Interaction Migrator on the previous version of Interaction
Media Server using the procedure in the "Install Interaction
Migrator" section of IC Migration Installation and Configuration
Guide.
2. Using Interaction Migrator, export the configuration data from
the previous version of Interaction Media Server using the
procedure in the "Export Interaction Media Server 3.0
Configuration Data" topic of IC Migration Installation and
Configuration Guide.
3. Ensure that the server meets the requirements for Microsoft
Windows Server 2008 R2 or Windows Server 2012 R2. For more
information on Windows Server requirements, see
http://technet.microsoft.com.
4. Upgrade the operating system to Microsoft Windows Server 2008
R2 or Microsoft Windows Server 2012 R2.
5. Install the latest version of Interaction Media Server. For more
information, see Install Interaction Media Server.
6. Apply the latest update to the latest version of Interaction Media
Server. For more information, see Apply Interaction Media
Server updates.
7. Install Interaction Migrator using the procedure in the "Install
Interaction Migrator" section of IC Migration Installation and
Configuration Guide.
8. Using Interaction Migrator, import that configuration data using
the procedure in the "Import Interaction Media Server 3.0
Configuration Data" topic of IC Migration Installation and
Configuration Guide.
36
Configure Customer Interaction Center for
Interaction Media Server
After you install Interaction Media Server in your Customer Interaction Center environment,
use Interaction Administrator to configure Customer Interaction Center to use Interaction
Media Server appropriately.
There are significant differences between Interaction Media Server 3.0 and the current
version. Where Interaction Media Server 3.0 required you to choose between Basic and
Advanced operations, these modes of operation do not exist in the current version of
Interaction Media Server. All features that were associated with the Advanced and Basic
settings of Interaction Media Server, including faxing, are available. You can configure these
features through the web interface and most are enabled by default.
Important!
Before you start configuring Customer Interaction Center or Interaction Media Server,
Interactive Intelligence recommends that you create a diagram of all components and their
relationships. These components can include Customer Interaction Center servers, gateways,
Interaction Media Servers, SIP lines and codecs, and SIP endpoints and codecs.
It is important that you understand the call flow from all devices when configuring lines and
Regionalization Locations in Interaction Administrator. There are many possible combinations
of call flow between these devices. The physical location of the servers, gateways, and
telephones is not of vital importance except in the specification of the Regionalization
Locations.
This section contains the following topics:
Configure “Always-In” or “Dynamic” audio path for Interaction Media Server ......... 38
Configure network interfaces on Interaction Media Server ...................................... 40
Add Interaction Media Server to a Customer Interaction Center location ................. 44
Interaction Media Server Selection Rules for audio processing ................................ 46
Configure Prompt Server for Interaction Media Server ............................................. 57
Interaction Media Server conference calls ................................................................ 60
Specify Interaction Media Server call analysis language model ................................ 71
37
Configure “Always-In” or “Dynamic” audio path for Interaction
Media Server
There are two methods of handling call audio streams with Interaction Media Server: dynamic
and always-in. The difference in these two methods is how Interaction Media Server is
involved with the audio stream.
Always-In audio path
The always-in method specifies that Interaction Media Server receives and retransmits all RTP
audio streams associated with Session Initiation Protocol (SIP) lines in the Customer
Interaction Center system. Customer Interaction Center controls the SIP messages between
SIP devices, as displayed in the following diagram:
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Dynamic audio path
The dynamic method specifies that SIP devices, such as SIP telephones and gateways send
and receive RTP audio streams directly to each other; Interaction Media Server is not involved.
However, if a call requires audio processing from Interaction Media Server, such as an agent
choosing to record a call, Customer Interaction Center sends SIP REINVITE packets to the
endpoints. The endpoints then send the RTP audio streams to Interaction Media Server, which
then records the call. Interaction Media Server also becomes involved in the RTP audio
streams for special operations, such as transcryption, transcoding, or playing a media file,
such as an audio prompt.
Which audio path method should I use?
The audio method that you choose depends on your usage of Interaction Media Server and
how you want calls to behave.
The dynamic method is the default for Interaction Media Server. If you are intermittently
recording calls and using special operations, this method is preferred as it only uses
Interaction Media Server when requested. There is a 0.5-second delay that occurs when
Interaction Media Server is inserted into the audio path.
Tip:
The always-in method is recommended if you want the highest performance available for
media operations, such as ad-hoc recording or recording a majority of calls. As another
example, if you want your customer to hear an agent without any delay, use this method as
Interaction Media Server immediately inserts itself in the audio path.
It is important that you analyze your call patterns and how you want to process calls in your
contact center environment so that you can choose the most appropriate method.
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Set the Interaction Media Server audio path behavior
To set a SIP line so that it uses the necessary audio path method in Interaction Media Server,
do the following steps:
1. Open Interaction Administrator and log on with the administrator credentials.
The Interaction Administrator main window appears.
2. In the left pane, select the Lines object.
A list of defined SIP lines appears in the right pane.
3. In the right pane, double-click the line for which you want to configure the audio path
method.
The Line Configuration dialog box appears.
4. In the list on the left side of the dialog box, select the Audio item.
5. In the Audio Path list box, select either Dynamic or Always-In.
6. Click OK.
Configure network interfaces on Interaction Media Server
Interaction Media Server can use one or more network interfaces on the host machine.
Interaction Media Server packaged servers provide multiple network interfaces.
If available, you should use multiple network interfaces with Interaction Media Server. With
multiple interfaces available, Interaction Media Server can do its own load balancing by
selecting different network interfaces for Real-time Transport Protocol (RTP) streams.
Additionally, using multiple network interfaces in your Interaction Media Servers enables you
to connect them to different networks and hardware, which can eliminate single-point-offailure scenarios, such as a network interface or switch becoming inoperative.
You can control multiple network interfaces in an Interaction Media Server host through the
following Interaction Media Server properties:
•
RtpLocalAddress
•
RtpLocalAddressMask
Through a combination of these properties, you can specify a range of addresses for network
interfaces that Interaction Media Server can select for RTP communications. For more
information on these properties, see Interaction Media Server Config-Properties page.
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Teamed network interfaces
Teamed network interfaces bind multiple interfaces to a single IP address. This teaming
capability is provided through either one of the following means:
•
Software designed specifically by the manufacturer for a specific network interface
•
Windows Server 2012 R2 native functionality
Important!
Testing by Interactive Intelligence has shown that network interface teaming in a load
balancing configuration on Interaction Media Server results in the creation or increase of audio
issues. Interactive Intelligence does not support Interaction Media Server instances that use
network interface teaming in a load balancing configuration.
You can use network interface teaming in a fault tolerance configuration; however, if you
experience an increase in audio issues in such a configuration, Interactive Intelligence
recommends that you disable teaming and use the network adapters individually; with each
having its own IP address.
For more information on configuring and using network interface teaming in a fault tolerance
configuration, consult the document for the software you are using for that functionality.
Interaction Media Server provides its own form of load balancing when multiple network
interfaces on the host are specified through usage of the RtpAddressLocal and
RtpAddressLocalMask properties.
Configure Interaction Media Server for virtual local area networks
Some network environments use virtual local area networks (VLANs) to segregate different
types of network traffic, such as voice and data, to ensure lower latency and to prevent the
overloading of network entities, such as routers. Usually, a computer or server uses multiple
network interface cards (NICs) to communicate with the separate VLANs.
Interaction Media Server enables you to direct Real-time Transport Protocol (RTP) network
communications through a specified NIC in the host computer. Use the RtpAddressLocal
and RtpAddressLocalMask properties in the Interaction Media Server Config-Properties page
of the Interaction Media Server web interface. For the procedure to configure the RTP NIC
binding for Interaction Media Server, see Configure Interaction Media Server to use a network
interface for RTP communications.
Routing of network messages through other protocols, such as SIP, HTTP, and Notifier,
depends on the current configuration of the Windows routing table. For more information
about the routing table in Windows, see http://technet.microsoft.com/enus/library/cc779122(v=ws.10).aspx. To modify the Windows routing table, use the route
command in a command prompt. For more information about the route command, see
http://technet.microsoft.com/en-us/library/ff961510.aspx
The Windows routing table contains destination IP addresses, subnet masks, default gateways,
a NIC IP address, and a metric value so that Windows can determine which NIC it should use
to send a network message. Windows does not consider the protocol of a network message
when it uses the routing table to determine the NIC to use. For example, you cannot
configure Windows to route Session Initiation Protocol (SIP) messages to use a specific NIC or
VLAN; only through the IP address mask of the destination.
Tip:
If you need help configuring Interaction Media Server for specific behaviors with virtual local
area networks, contact Interactive Intelligence Professional Services by sending an e-mail
message to PSO@inin.com.
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Note:
Interaction Media Server sends UDPTL packets for T.38 and T.30 faxing through the network
interface specified in the RtpAddressLocal and RtpAddressLocalMask properties if you
have not specified a network interface for the UdptlAddressLocal and
UdptlAddressLocalMask properties.
Configure Interaction Media Server to use a network interface for RTP
communications
If you want Interaction Media Server to send network communications containing RTP packets
through a specific network interface on the host machine, do the following steps:
1. From a personal computer or the Interaction Media Server itself, open a web browser and
navigate to the URL address and port number of the Interaction Media Server web
interface. See the following example for the format of specifying this URL address:
http://mediaserver1.mydomain.com:8084/
Note:
Packaged Interaction Media Servers use HTTP port 8083. Software-only installations
of Interaction Media Server default to HTTP port 8084.
You are prompted to supply a user name and password.
2. Log on to the Interaction Media Server configuration webpage with the administrative user
ID and password.
The Status-About page appears.
3. In the upper right corner, click the Config icon.
The Config-Servers page appears.
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4. On the left side of the page, click the Properties tab.
The Config-Properties page appears.
5. In the Select or enter name of property list box, select RtpAddressLocal.
The RtpAddressLocal property appears in the list of current properties.
6. In the Select or enter name of property list box, select RtpAddressLocalMask.
The RtpAddressLocalMask property appears in the list of current properties.
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7. In the RtpAddressLocal text box, enter an IP address for the local network interface that
will send communications containing RTP packets.
8. In the RtpAddressLocalMask text box, enter a valid subnet mask that specifies the
range of valid IP addresses of local network interfaces that Interaction Media Server can
use to send RTP packets.
Note:
If the host machine has multiple network interface cards (NICs), Interaction Media
Server balances RTP network communications by randomly selecting a socket from a
NIC that matches an IP address within the RtpAddressLocal and
RtpAddressLocalMask values.
9. Click the Apply Changes button.
Add Interaction Media Server to a Customer Interaction Center
location
Locations are the method through which Customer Interaction Center groups telephony
network entities that communicate with each other, such as Interaction Media Servers,
stations, and Session Initiation Protocol (SIP) lines. Locations specify the voice over IP (VoIP)
coders/decoders (codecs) that are in use, such as G.711 or G.729. Customer Interaction
Center then uses locations in dial plan processing, call routing, distributed conferencing, and
to select Interaction Media Servers to process audio communications for interactions.
Customer Interaction Center has, by default, one predefined location: <Default Location>.
Interaction Administrator automatically adds new Interaction Media Servers, SIP lines, and
stations to <Default Location>.
Tip:
If you have a single office location, Interactive Intelligence recommends that you keep all
objects in <Default Location>. Interaction Administrator adds any new Interaction Media
Servers, stations, or SIP lines to this location. If you have multiple office locations, create a
location for each office. You can then specify the SIP lines and stations that are in each
location. Afterward, you can specify which locations can communicate with devices in other
locations.
You create locations through the Locations object under the Regionalization container in
Interaction Administrator. For instructions on creating locations, see "Create Location" in
Interaction Administrator Help.
Add Interaction Media Server to a location
This topic contains the procedure for adding an Interaction Media Server to a location. A
location must exist before you can add an Interaction Media Server to it.
To add an Interaction Media Server to an existing location, do the following steps:
1. On the Customer Interaction Center server or a remote personal computer, open
Interaction Administrator.
The Interaction Administrator window appears.
2. Under the Customer Interaction Center server object in the left pane, expand the
Regionalization container and select the Locations object.
3. In the right pane, double-click the location to which you want to add Interaction Media
Server.
The Locations Configuration dialog box for the specific location appears.
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4. Select the Endpoints tab.
5. In the Endpoint type box, select the Media Server item.
6. In the Available endpoints box, select one or more Interaction Media Servers that you
want to add to this location.
7. Select the arrow button that points to the right to move the selected Interaction Media
Servers into the Selected endpoints box.
8. Click OK.
The specified Interaction Media Server is added to the list of Interaction Media Servers for
this location.
Modify an existing Interaction Media Server location
After you have defined the location for an Interaction Media Server, you can change the
location assignment for an Interaction Media Server by doing the following steps:
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1. On the Customer Interaction Center server or a remote personal computer, open
Interaction Administrator.
The Interaction Administrator window appears.
2. Expand the System Configuration container.
3. Expand the Media Servers container.
4. Select the Server object.
5. Double-click the server definition for which you want to change the location.
The Servers Configuration dialog box for the specified Interaction Media Server appears.
6. In the Location dialog box, select the new predefined location for this Interaction Media
Server.
7. Click OK.
Interaction Media Server Selection Rules for audio processing
Customer Interaction Center uses Interaction Media Server to process audio communications
for an interaction between two or more endpoints, such as a telephone call. To select an
Interaction Media Server, Customer Interaction Center uses Selection Rules.
The Selection Rules feature enables you to create prioritized lists of locations, which you
define through Interaction Administrator. Customer Interaction Center uses these lists,
named Selection Rules configurations, to select a server to service an interaction. This
document provides information for only the selection of Interaction Media Servers.
Within a location, Customer Interaction Center selects an Interaction Media Server, if more
than one exists, based on the following criteria:
•
Available CPU resources
•
Number of resources in use
When an interaction that requires audio processing starts, Customer Interaction Center
searches, in order, each location in a Selection Rules configuration. If a location does not
have an Interaction Media Server or all Interaction Media Servers in that location are busy or
unavailable, Customer Interaction Center searches the next location in the Selection Rules
configuration. This process continues until Customer Interaction Center finds an available
Interaction Media Server.
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Important!
By default, Customer Interaction Center has only one location: <Default Location>. When you
create a device in Interaction Administrator, it is assigned to the <Default Location> location.
To use the Selection Rules feature effectively, define additional locations in Interaction
Administrator and assign devices, such as stations, SIP lines, and Interaction Media Servers,
to those locations. For more information about locations, see "Create Location" in Interaction
Administrator Help.
Selection Rules location entry types
Selection Rules configurations can contain the following types of location entries:
•
Locations – Locations are logical groups that you have previously defined through the
Locations object in Interaction Administrator.
•
Location variables – These variables represent relative locations that are involved in an
interaction. The following table defines each location variable:
Location variable
<This Location>
Intercom interactions
This variable represents
the location of the device
that starts an interaction
to another endpoint in the
Customer Interaction
Center network.
External interactions
This variable represents
the location of the SIP
line that is involved in
the interaction in the
following situations:
•
Receives the inbound
interaction from a
gateway or another
Customer Interaction
Center system
•
Sends the outbound
interaction to a
gateway
Note:
SIP lines are not
considered during
intercom interactions.
•
<Other Locations in Audio Path>
This variable represents any location that is involved
in conveying the audio communications of the
interaction.
<IC Server Location>
This variable represents the location containing the
Customer Interaction Center server that controls the
interaction.
Any – In each Selection Rules configuration, you can enable the Use any Location option.
This option directs Customer Interaction Center to search any defined location in the
network if it cannot find an available Interaction Media Server in the listed locations.
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The following diagram displays how Customer Interaction Center assigns existing locations to
the location variables for intercom interactions:
The following diagram displays how Customer Interaction Center assigns existing locations to
the location variables for external interactions:
Important!
In all interactions that initially connect to external entities through a gateway, Customer
Interaction Center assigns the <This Location> location variable to the location that contains
the SIP line defined for that gateway. This behavior differs from that of intercom (internal)
interactions as the considerations for connections to external entities must include TDM
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connection costs, regional and international dialing routes, and support for different languages
(IVR, speech analytics) and regional standards (call analysis).
Default Selection Rules configuration for interactions
For selecting an Interaction Media Server to service an interaction, including conference calls,
Customer Interaction Center uses the default Selection Rules configuration: <Default Media
Server Selection Rule>. Customer Interaction Center automatically assigns this default
configuration to any locations that you define in Interaction Administrator.
By default, Customer Interaction Center uses the following list of entries in any Interaction
Media Server Selection Rules configuration:
1. <This Location>
2. <Other Locations in Audio Path>
3. <IC Server Location>
4. Any available Interaction Media Server in any other defined location (Use any Location
option)
Selection Rules configuration by location
To control how Customer Interaction Center selects an Interaction Media Server to service an
interaction, create separate Selection Rules configurations and assign them to each defined
location in your Customer Interaction Center network. When an interaction originates from a
location, Customer Interaction Center uses the assigned Selection Rules configuration to select
an Interaction Media Server to service an interaction.
The following diagram displays an example of a geographically dispersed Customer Interaction
Center network. In this network, the administrator wants interactions that originate from the
Atlanta location to use a specific sequence of Interaction Media Servers in locations in the
United States. Alternatively, the administrator wants interactions that originate from the
Glasgow location to use Interaction Media Servers in UK-based locations before any other
Interaction Media Server.
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To address this situation, the administrator can create the following Selection Rules
configurations and then assign them to the separate locations:
Atlanta location
Glasgow location
US Selection Rules configuration
UK Selection Rules configuration
Chicago
<IC Server Location> (London)
New York
<Other Locations in Audio Path>
Denver
Los Angeles
<IC Server Location> (London)
If the Atlanta location starts an interaction, Customer Interaction Center first searches the
Chicago location for an available Interaction Media Server. If Customer Interaction Center
cannot find an Interaction Media Server or one is not available, it then searches the
subsequent locations in the order in which they are listed.
If the Glasgow location starts an interaction, Customer Interaction Center first searches the
<IC Server Location>, which is in the London location, for an available Interaction Media
Server. If Customer Interaction Center cannot find an Interaction Media Server or one is not
available, it then searches for any Interaction Media Server in locations that relay the audio
communications for the interaction.
For more information about assigning a Selection Rules configuration to a location, see Assign
an Interaction Media Server Selection Rules configuration to a location.
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Selection Rules location groups
In a Selection Rules configuration, you can specify that multiple locations, both variable and
defined, be grouped together. Grouped locations provide a method of distributing audio
processing tasks. In this method, Customer Interaction Center distributes audio processing
tasks between all of the Interaction Media Servers in the grouped locations, as displayed in
the following diagram:
When you create or modify Selection Rules configurations, a location group appears under a
Load-Balanced Group heading as displayed in the following example:
Selection Rules excluded locations
When you enable the Use any Location option in a Selection Rules configuration, you can
also specify locations that Customer Interaction Center must exclude from the selection
process. Reasons for excluding locations can include network latency issues, load balancing
considerations, bandwidth costs, and others.
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The following diagram displays an example network where the Seattle and Atlanta locations
create interactions, such as telephone calls. The administrator has assigned separate
Selection Rules configurations to the Seattle and Atlanta locations. The configurations contain
a list of prioritized locations, use the Use any Location option, and exclude a specific
location.
Selection
Rules
configuration
Seattle
Prioritized location list
"Use any Location"
option
Excluded locations
Los Angeles
Enabled
New York
Denver
If the Seattle location starts an interaction, Customer Interaction Center
first searches the Los Angeles location and then the Denver location for an
available Interaction Media Server.
To comply with the enabled Use any Location option, Customer Interaction
Center then searches other locations. Because the Selection Rules
configuration specifies the New York location as excluded, Customer
Interaction Center can only search the Chicago location for an available
Interaction Media Server.
Atlanta
New York
Chicago
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Enabled
Los Angeles
If the Atlanta location starts an interaction, Customer Interaction Center
first searches the New York location and then the Chicago location for an
available Interaction Media Server.
To comply with the enable Use any Location option, Customer Interaction
Center then searches other locations. Because the Selection Rules
configuration specifies the Los Angeles location as excluded, Customer
Interaction Center can only search the Denver location for an available
Interaction Media Server.
Note:
You can specify only static locations as exclusions.
Add or modify an Interaction Media Server Selection Rules configuration
Important!
If you modify an existing Selection Rules configuration, it affects all locations that currently
use that configuration. Before you modify the configuration, Interactive Intelligence
recommends that you validate how the proposed modifications can affect each location that
uses the configuration.
1. On the Customer Interaction Center server or a remote personal computer, open
Interaction Administrator.
The Interaction Administrator window appears.
Note:
To add or modify Selection Rules configurations, your Customer Interaction Center
user ID must have the Administrator Access permission for the configurations.
Those configurations are listed in the Selection Rules section of the Administrator
Access dialog box in Interaction Administrator. For more information, see
"Administrator Access" in Interaction Administrator Help.
2. In the left pane of the Interaction Administrator window, under the object that
represents your Customer Interaction Center server, expand the Regionalization
container.
3. Under the Regionalization container, click the Selection Rules object.
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4. Do one of the following steps:
•
•
If you want to create a Selection Rules configuration, do the following steps:
a.
Right-click an empty area in the right pane and click New from the resulting
shortcut menu.
b.
In the resulting Entry Name dialog box, enter a unique name for the new
Selection Rules configuration and click OK.
If you want to modify an existing Selection Rules configuration, double-click the
Selection Rules configuration entry in the right pane.
Interaction Administrator displays the Selection Rule Configuration dialog box for the
Selection Rules configuration.
5. On the General tab, use the following controls to modify the Selection Rules
configuration:
Prioritized Location list
Add
Click this button to add a static or variable location to
the Prioritized Location list box.
Remove
Click this button to remove the selected location from
the Prioritized Location list box.
Move up
Click this button to move the selected location to
higher position in the Prioritized Location list box.
Move down
Click this button to move the selected location to a
lower position in the Prioritized Location list box.
Group selected
Click this button to assign the selected locations to a
group that provides load balancing of call audio
processing.
Tip:
To select multiple locations, press and hold the Ctrl
key while clicking each location in the box.
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Ungroup selected
Click this button to remove the selected location from
an existing call audio processing group.
Excluded Location list
Do not use any other
Locations
Click this option to restrict Customer Interaction Center
from selecting any other location than those locations
specified in the Prioritized Location list box.
Use any Location, except
the following
Click this option to allow Customer Interaction Center
to select any available location after it cannot locate an
available Interaction Media Server in the Prioritized
Location list box. Customer Interaction Center
excludes any Interaction Media Server location
specified in the Excluded Location list box.
Add
Click this button to add a location to the Excluded
Location list box.
Remove
Click this button to remove the selected location from
the Excluded Location list box.
Restore defaults
Click this button to reset this configuration to the
default settings.
6. When finished, click OK to save the new Selection Rules configuration.
Assign an Interaction Media Server Selection Rules configuration to a location
This procedure enables you to assign a Selection Rules configuration to an existing Customer
Interaction Center location. Assigning a Selection Rules configuration causes Customer
Interaction Center to use this configuration for any media operations required by other entities
within the location.
1. On the Customer Interaction Center server or a remote personal computer, open
Interaction Administrator.
The Interaction Administrator window appears.
2. In the left pane of the Interaction Administrator window, under the object that
represents your Customer Interaction Center server, expand the Regionalization
container.
3. Under the Regionalization container, click the Locations object.
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4. In the right pane, double-click the location for which you want to assign an existing
Selection Rules configuration.
Interaction Administrator displays the Locations Configuration dialog box for the
selected location.
5. Select the Selection Rules tab.
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6. In the Media Server box, select the Selection Rules configuration that you want to assign
to this location.
7. Click OK.
Configure Prompt Server for Interaction Media Server
Before you enable the Customer Interaction Center system to process calls, ensure that the
Prompt Server is configured to serve audio files to Interaction Media Server.
Prompt Server overview
A Customer Interaction Center subsystem, known as Prompt Server, copies audio files, such
as .wav, .au, and .snd in specified directories, from the Customer Interaction Center server to
Interaction Media Server using HTTP or HTTPS. Interaction Media Server includes a client
component that requests prompts and other audio files from the Customer Interaction Center
server by way of the Prompt Server. Interaction Media Server then plays the audio file and
sends the RTP/SRTP stream to the gateway or internal endpoints, such as SIP telephones.
The Prompt Server subsystem includes the following components:
•
An on-host client that manages converting files into URIs that include unique version
identifiers
•
An intelligent attribute-caching system that manages all of the prompts and audio files
Using these components, Prompt Server can track and tag all audio files. Prompt Server
always sends the latest version of an audio file to Interaction Media Server, if that file is not
already cached on Interaction Media Server.
57
The following diagram and table describe the process by which Interaction Media Server
acquires prompts and plays them:
The following table describes the callouts in the diagram:
Item
Description
1
Customer Interaction Center receives notification that a prompt must be played for
a specific call.
2
It then notifies Interaction Media Server to play the prompt.
3
Interaction Media Server determines if the audio file for the prompt is cached
locally. If it is, Interaction Media Server proceeds to step 5.
4
If Interaction Media Server determines that the audio file for the prompt is not
cached locally, it retrieves it from Prompt Server through HTTP or HTTPS and stores
it locally.
5
Interaction Media Server plays the audio file for the prompt to the specific call.
Supported audio formats for Prompt Server
The following types of audio formats are supported as prompts:
File type
Wave file
Extension
.wav
MIME type
•
audio/x-wav
•
audio/wav
Codecs
G.711 MuLaw/ALaw
Linear16bit
G.726 32-bit
58
Bits/Sample
8
16
4
Sound file
.snd
audio/basic
GSM 6.10
-
TrueSpeech
1
G.722 8k
8
G.711 MuLaw
8
Linear16bit
Simple Audio
.au
audio/basic
audio/x-alaw-basic
G.711 MuLaw
16
8
Linear16bit
16
G.711 ALaw
8
Note:
Interaction Media Server supports only 8Khz sampling rates.
Prompt files are transferred from the Customer Interaction Center server to Interaction Media
Server through HyperText Transfer Protocol (HTTP) or HyperText Transfer Protocol Secure
(HTTPS). Interaction Media Server determines the format of the audio file by the content type
specified in the HTTP/HTTPS header—if transferred from the Customer Interaction Center
server—or by the file name extension—if the file is local to the machine. If a prompt file is
local, Interaction Media Server always considers files with the extensions of .snd and .au as
using the MuLaw codec.
Note:
If you want to support headerless files using an ALaw codec, you must either change the .au
or .snd extension mapping to allow the alaw MIME type or create a new file extension, such
as .alaw.
Configure Prompt Server settings in Interaction Administrator
By default, Prompt Server has settings that are sufficient for most Customer Interaction
Center environments. However, you may want to review these settings or alter them,
depending on your configuration. To configure Prompt Server settings, do the following steps:
1. On the Customer Interaction Center server or a remote personal computer, open
Interaction Administrator.
The Interaction Administrator window appears.
2. In the left pane, select the System Configuration container.
3. In the right pane, double-click the Configuration item.
The System Configuration dialog box appears.
4. Select the Prompt Server tab.
The Prompt Server tab appears.
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5. Use the controls on the Prompt Server tab to configure the transport protocol, address,
and format to use in the connection.
For more information about the controls in this dialog box, click the question mark icon in
the upper right corner.
6. After you have reviewed or modified these settings, click OK to save these settings and
close this dialog box.
Caution!
Do not change the protocol (HTTP/HTTPS) or change the Mutual authentication required
check box on a live Interaction Media Server as it may cause all prompts to again be retrieved
from the Customer Interaction Center server. The number and size of prompt files can
degrade the available network bandwidth for Interaction Media Server to continue servicing
existing or new interactions.
Interaction Media Server conference calls
In a Customer Interaction Center environment, Interaction Media Server processes all audio
communications for conference calls.
Conference call features
Conference calls hosted by Interaction Media Server include features such as dominant
speaker detection with echo cancellation (muting errant noises from other callers), automatic
level control (volume), support for Interactive Voice Response (IVR) input, and other
optimizations.
Note:
In Interaction Administrator, use the Optimize Audio for Conferences list box on the
Telephony Parameters tab of the Server Configuration dialog box to globally control
dominant speaker detection with echo cancellation for conference calls.
If you experience audio issues when Optimize Audio for Conferences is enabled, you can enter
the ConferenceTypeDominantSpeakerDiagnosticRecording property through the Media
Servers container in Interaction Administrator and set the value to true. This property
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creates diagnostic recordings that you can send to an Interactive Intelligence Support
representative for analysis.
Conference call overview
For fewer than 20 participants in a conference call, a single Interaction Media Server can
process all audio communications for all parties.
However, if the conference call needs to support more than 20 participants or the participants
are distributed over a large geographical area, Customer Interaction Center creates additional
conference calls—each supporting up to 20 participants—on other Interaction Media Servers
and connects them to the original conference call through peering connections.
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Note:
You cannot merge two or more existing conference calls on the Customer Interaction Center
server with this feature. This feature enables expansion of one existing conference call by
creating new conference calls and connecting them to the original conference call.
Location types for conference calls
For a conference call, a location containing Interaction Media Servers can serve as one of the
following types:
•
Regional – This type hosts conferences by connecting parties to an audio resource. This
type allows only one peering connection to a conference call on an Interaction Media
Server. Regional conference locations cannot connect directly to other regional conference
locations. Conference calls in regional locations can connect to each other only through
one or more hub locations.
•
Hub – This type connects multiple conferences to a host conference and allows multiple
peering connections. Customer Interaction Center can use multiple hub locations to
connect one or more regional conference calls to the host conference call. A hub type
location can also create and host conference calls on any available Interaction Media
Server assigned to that location.
Note:
By default, all new locations in Customer Interaction Center are configured to accept
hub connections for joining regional conference calls. If you are updating Customer
Interaction Center from GA through SU3, applying a later release or upgrade results in
all existing locations being configured to accept hub conference connections
automatically.
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The following diagram displays how Customer Interaction Center can connect conference calls
hosted on regional Interaction Media Servers, which allow only one peering connection,
through hub locations.
Interaction Media Server selection for conference call processing
Customer Interaction Center uses Selection Rules to determine which Interaction Media Server
processes a call. This process is the same for all conference calls, including both the original
and any secondary conference calls.
A caller dials a telephone number to join an existing conference call that is hosted on an
Interaction Media Server in another location.
Scenario
Description
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1
2
•
Based on Media Server Selection Rules, the Customer Interaction Center
server selects an Interaction Media Server in the same location as the caller
to service the call.
•
The Customer Interaction Center server creates a separate regional
conference call on the selected Interaction Media Server.
•
The Customer Interaction Center server connects the separate conference
call through an Interaction Media Server in a hub location.
•
The Customer Interaction Center server joins the hub connection to the
original conference call that is hosted on an Interaction Media Server in
another location.
•
Based on Media Server Selection Rules, the Customer Interaction Center
server selects an Interaction Media Server in a location other than the
location of the caller to service the call.
•
The Customer Interaction Center server creates a separate regional
conference call on the selected Interaction Media Server.
•
The Customer Interaction Center server connects the separate conference
call through another Interaction Media Server in the same location as that
location allows hub connections.
•
The Customer Interaction Center server joins the hub connection to the
original conference call that is hosted on another Interaction Media Server
in another location.
Customer Interaction Center selects which locations will serve as hubs for connecting regional
conference calls through the availability of an Interaction Media Server to facilitate the
connection and latency values.
Important!
For distributed conference calls in the Customer Interaction Center environment, latency does
not implicitly refer to the delay in the relaying of transmissions on a network. Instead, latency
is a value that an administrator specifies to indicate which locations Customer Interaction
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Center should first use to find an Interaction Media Server in a hub location for joining regional
conference calls together.
Using Interaction Administrator, you assign latency values to connections between locations.
By specifying the latency values, you create a method of indicating which connections
Customer Interaction Center should prefer when it joins regional conference calls through hub
locations.
By default, the latency value for communications within a location is 10. The default latency
value for communications to other locations is 100. Acceptable latency values range from 1 to
3000. You can enter a latency value of -1 to specify that Customer Interaction Center will not
consider that location when calculating the preferred route between locations. You can adjust
the latency values to specify which location that Customer Interaction Center should first
attempt to use in establishing connections between regional locations and hub locations.
As an example, if the cost of bandwidth usage to one location is much more expensive than
another location, you could give a higher latency value to the first location. Customer
Interaction Center would try to join conference calls through a hub connection in the second
location. Only if no Interaction Media Servers in the second location had enough resources to
facilitate the conference calls would Customer Interaction Center then try to use an Interaction
Media Server in the first hub location.
You can use any criteria you prefer to determine the latency values that you will assign to
connections between locations. The criteria could include bandwidth costs, bandwidth limits,
network quality, and so on.
Distributed conference call example
The diagram above represents locations defined in Customer Interaction Center. The London
and Tokyo locations support the creation of conference calls but cannot provide hub
connections. The remaining four locations can create conference calls and provide hub
connections.
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If a conference call originates in the Chicago location and reaches its maximum number of
participants, Customer Interaction Center creates new regional conference calls, based on
Selection Rules, for additional callers.
In the diagram above, callers are joining the conference call from the London and Tokyo
locations. The administrator has specified latency values for the connections between all
regions.
Since the London and Tokyo locations do not allow hub connections, Customer Interaction
Center must use the specified latency values for all connections to other locations to
determine which Interaction Media Server can be a hub server to connect the calls. Customer
Interaction Center must include and add all latency values for all necessary connections as the
selection process may require multiple hub connections between each regional conference call.
Regional conference calls support only one peering connection; however, hub locations
support multiple peering connections. Because of these restrictions, the Customer Interaction
Center server in this example selects the Chicago location to act as a hub to connect the
originating conference call with the other regional conference calls.
Customer Interaction Center must then determine, using latency values, which additional hub
locations, if any, it must use to connect the regional conference calls in London and Tokyo with
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the Chicago hub location. The following table displays how Customer Interaction Center
chooses the hub servers in this example through latency values.
Regional
conference
call locations
London
Tokyo
Hub locations with cumulative latency values
Chicago
Pretoria
Istanbul
Buenos Aires
(50)
(70 + 80)
(50 + 100)
(100 + 70)
Buenos Aires
Pretoria
Chicago
Istanbul
(150 + 70)
(300 + 80)
(400)
(1000 + 100)
The shaded cells represent the hub locations with the lowest cumulative latency value.
Considerations for configuring distributed conferencing
By default, Customer Interaction Center enables hub conferences for new locations that you
create through Interaction Administrator and defines default latency values of 10 (within
location) and 100 (outside current location). These default actions ensure functionality of the
distributed conferencing feature in the Customer Interaction Center network.
Interactive Intelligence recommends that you use these default settings for the distributed
conferencing feature. Extensive modification of hub locations and latency values could result
in unforeseen or unintended consequences, such as usage of expensive network connections
and the inability of Interaction Media Server to connect regional conference calls. Other
variables, such as allowed codecs, can increase the possibility of not being able to connect
regional conference calls.
Configure a location to provide hub connections for distributed conference calls
1. On the Customer Interaction Center server or a remote personal computer, open
Interaction Administrator.
The Interaction Administrator window appears.
2. Under the Customer Interaction Center server object in the left pane, expand the
Regionalization container and select the Locations object.
3. In the right pane, double-click the defined location.
The Locations dialog box appears.
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4. Ensure that the This Location accepts hub conferences check box is enabled.
5. Click OK.
Important!
If you want to restrict a location from providing hub connections for distributed conference
calls because of bandwidth limitations, too few Interaction Media Servers, network quality, or
costs, ensure that the remaining locations can facilitate connecting conference calls without
this location.
Test configuration of distributed conference calls
1. On the Customer Interaction Center server or a remote personal computer, open
Interaction Administrator.
The Interaction Administrator window appears.
2. Under the Customer Interaction Center server object in the left pane, expand the
Regionalization container and select the Default Regionalization object.
3. In the right pane, double-click the Configuration item.
The Default Regionalization Configuration dialog box appears.
4. Select the Conferences tab.
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5. In the Configuration simulation area, select one of the following options:
•
Include only locations with active media servers (default)
•
Specify a custom list of locations
a.
Click the Configure button.
The Select Locations dialog box appears.
b.
In the Location column, select two or more locations for which you want to see
the accumulated latency values.
c.
Click OK.
6. Click the Simulate button.
The Simulation Results dialog box appears.
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If you selected more than two locations, Customer Interaction Center calculates the path
between each combination of locations.
Note:
The Components column of the list box in the top right corner of the Simulation
Results dialog box displays one or more numbers that indicate which groups of
locations can communicate with each other. If you have configured locations so that
some cannot communicate with other locations, including locations that provide hub
connections, Customer Interaction Center may not be able to connect distributed
conference calls between those locations.
7. In the list box on the left side of the dialog box, select an item.
The list box on the right side of the dialog box displays a list of locations through which
Customer Interaction Center would connect a distributed conference call.
To view the path of the other location combinations, select each item in the list box on the
left side of the dialog box.
Important!
If an item in the list box on the left side of the Simulation Results dialog box
displays -1, Customer Interaction Center would not be able to connect a distributed
conference call between the two locations. This problem is caused by a location that is
configured to not provide hub connections or the latency value is set to -1. To fix this
problem, enable the location to allow hub connections or change the latency value to a
non-negative number.
8. When you are finished, select the Close button.
Interaction Media Server conference call considerations
•
You can coach conferences that contain less than 20 participants. If there are any
coaching sessions in a conference that exceeds 20 participants, the coaching sessions are
downgraded to single listen sessions.
•
You can monitor conferences that contain less than 50 participants. If there are any
hosted monitors in a conference that exceeds 50 participants, the hosted monitor sessions
are downgraded to single listen sessions.
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•
•
You can use hosted listen sessions in conferences that contain less than 50 participants.
Interaction Media Server downgrades hosted listen session to single listen sessions,
including the recording session, for the following conditions:

One hosted listen session listens to another hosted listen session.

A hosted listen session is recorded.
Customer Interaction Center disconnects conferences that consist of only external parties.
For example, if you use a station to create a conference call with two external parties,
Customer Interaction Center disconnects the conference call when you disconnect from the
conference. This feature ensures resource and cost savings as communications between
external parties do not use the resources of the Customer Interaction Center environment.
Specify Interaction Media Server call analysis language model
Interaction Media Server analyzes speech when you use the call analysis feature that is
configured through Interaction Administrator. As languages differ greatly in pronunciations,
Interaction Media Server can use different language model files to ensure that its analysis is
accurate. The speech model files for call analysis are language and region-dependent.
To specify a language for use with speech analysis in Interaction Media Server, do the
following steps:
1. On the Customer Interaction Center server or a remote personal computer, open
Interaction Administrator.
The Interaction Administrator window appears.
2. In the left pane, expand the named Customer Interaction Center server object.
3. Select the Server Parameters object.
4. In the right pane, right-click anywhere and select New from the resulting shortcut menu.
The Entry Name dialog box appears.
5. In the Enter Parameter Name text box, enter Call Analysis Language and click OK.
Important!
Enter the parameter name in the proper case. Using all lowercase letters in this
parameter name causes this feature to fail.
The Parameter Configuration dialog box appears.
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6. In the Parameter Value text box, enter one of the supported language model codes.
For a list of supported call analysis language models, see Supported call analysis language
models and regions.
Important!
Use the proper case when entering the language model code. Failure to do so causes
this feature to function improperly.
7. Click OK.
The specified language model is assigned to the new Call Analysis Language server
parameter.
Tip:
You can change whether Interaction Media Server uses call analysis for different call types,
such as Call Forward. For more information, see Interaction Administrator Help regarding
Customer Interaction Center server parameters.
Note:
Interactive Intelligence carefully tunes the call analysis models to ensure the best performance
under the widest possible conditions. You cannot modify the call analysis models. However, if
you have recordings where the call analysis feature did not work as expected, contact
Interactive Intelligence Support and provide those recordings. Any recordings that you
provide are added to the Interactive Intelligence call analysis database to ensure that the
most situations are addressed in future versions.
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Supported call analysis language models and regions
x-inin-global (Global)
es-PR (Spanish, Puerto Rico)
af-ZA (Afrikaans, South Africa)
es-US (Spanish, United States)
ar-AE (Arabic, United Arab Emirates)
es-VE (Spanish, Venezuela)
ar-KW (Arabic, Kuwait)
fr-CA (French, Canada)
bg-BG (Bulgarian, Bulgaria)
fr-FR (French, France)
cs-CZ (Czech, Czech Republic)
he-IL (Hebrew, Israel)
da-DK (Danish, Denmark)
hi-IN (Hindi, India)
de-CH (German, Switzerland)
it-IT (Italian, Italy)
de-DE (German, Germany)
ja-JP (Japanese, Japan)
en-AU (English, Australia)
ko-KR (Korean, Republic of Korea)
en-CA (English, Canada)
ms-MY (Malay, Malaysia)
en-GB (English, Great Britain)
nl-NL (Dutch, Netherlands)
en-IN (English, India)
no-NO (Norwegian, Norway)
en-NZ (English, New Zealand)
pl-PL (Polish, Poland)
en-US (English, United States)
pt-BR (Portuguese, Brazil)
en-ZA (English, South Africa)
pt-PT (Portuguese, Portugal)
es-CL (Spanish, Chile)
ru-RU (Russian, Russia)
es-CO (Spanish, Colombia)
sv-SE (Swedish, Sweden)
es-ES (Spanish, Spain)
tl-PH (Tagalog, Philippines)
es-GT (Spanish, Guatemala)
tr-TR (Turkish, Turkey)
es-MX (Spanish, Mexico)
zh-CN (Chinese, China)
es-PA (Spanish, Panama)
zh-HK (Chinese, Hong Kong)
es-PE (Spanish, Peru)
zh-TW (Chinese, Taiwan)
Special Information Tones reference
Special Information Tones (SIT) are sequences of tones in a certain frequency range. This
series of tones uses cadences and durations to identify problematic situations related to the
construction of a telephone call.
The call analysis feature of Interaction Media Server recognizes the following SIT in calls:
•
intercept
•
ineffectiveother
•
nocircuit
•
reorder
•
reorder.congestion ("fast busy")
•
vacantcode
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Call Analysis for remote stations
Previous versions of Customer Interaction Center would initiate call analysis when connecting
to a remote station in the network and wait for a voice response. This situation is problematic
as it caused delays in connecting a caller to the agent at the remote station as call analysis
was still running.
In the current version, Customer Interaction Center terminates call analysis when it connects
to the remote station. The result is a decrease in the time that it takes to connect the caller to
the agent at the remote station.
If you want to restore the previous functionality of using call analysis when connecting to
remote stations, set the Remote Station Call Analysis Answer Supervision Customer
Interaction Center server parameter to false.
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Optional administrative tasks for Interaction
Media Server
This topic contains the optional tasks that you can do for Interaction Media Server.
Change the name of Interaction Media Server .......................................................... 75
Change the defragmentation schedule on Interaction Media Server ........................ 76
Delete an Interaction Media Server from Customer Interaction Center .................... 76
Enable Secure Input feature ..................................................................................... 79
Enable Secure IVR Playback feature ......................................................................... 80
Change the name of Interaction Media Server
1. Log on to Windows Server machine that hosts Interaction Media Server.
2. Right-click the Computer icon on the Desktop and, on the resulting shortcut menu, click
Properties.
The System dialog box appears.
3. On the right side of the dialog box, click the Change settings hyperlink.
The System Properties dialog box appears.
4. On the Computer Name tab, click Change.
The Computer Name/Domain Changes dialog box appears.
5. In the Computer name box, enter the name that you want to assign to this server.
Important!
If you do not make this server a member of a domain, the name can be only 15
characters in length. A longer name causes Interaction Media Server to fail to
communicate with Customer Interaction Center.
6. After you have entered the new name, click OK to save the change and to close this dialog
box.
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7. In the System Properties dialog box, click OK.
Change the defragmentation schedule on Interaction Media
Server
By default, Interaction Media Server is configured to run the disk defragmenter on all drives
each night. Interactive Intelligence recommends the following guidelines regarding disk
defragmentation:
•
Do not change the schedule to run during operational hours. Defragmenting drives can
result in decreased performance of Interaction Media Server.
•
If you have a dedicated volume for the storage of recordings and faxes, do not defragment
the volume as these files are only ever written and read once.
However, if changes are necessary, you can edit or delete disk defragmenter sessions through
Windows Task Scheduler. Consult your Windows documentation for information about using
Task Scheduler.
Delete an Interaction Media Server from Customer Interaction
Center
This topic contains the procedure for removing an Interaction Media Server from Customer
Interaction Center.
To delete an Interaction Media Server from Customer Interaction Center, do the following
steps:
1. From a personal computer or the Interaction Media Server itself, open a web browser and
navigate to the URL address and port number of the Interaction Media Server web
interface. See the following example for the format of specifying this URL address:
http://mediaserver1.mydomain.com:8084/
Note:
Packaged Interaction Media Servers use HTTP port 8083. Software-only installations
of Interaction Media Server default to HTTP port 8084.
You are prompted to supply a user name and password.
2. Log on to the Interaction Media Server configuration webpage with the administrative user
ID and password.
The Status-About page appears.
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3. In the upper right corner, click the Config icon.
The Config-Servers page appears.
4. Locate the Customer Interaction Center server from which you want to remove this
Interaction Media Server and click the associated Remove button.
The selected Customer Interaction Center server is removed from the Interaction Media
Server configuration.
5. Click the Logout icon in the upper right corner and close the web browser.
6. From a personal computer or the Customer Interaction Center server itself, open
Interaction Administrator and log on with the administrative ID and password.
7. In the left pane under the System Configuration container, expand the Media Servers
container and select the Servers object.
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8. In the right pane, locate the Interaction Media Server that you want to remove from this
Customer Interaction Center server, right-click it, and select Delete on the resulting
shortcut menu.
The selected Interaction Media Server is removed from this Customer Interaction Center
server.
Caution:
If you are running Interaction Recorder Remote Content Service or an off-host Session
Manager server on Interaction Media Server, do not complete the remaining steps in this
procedure. Completion of these steps results in the deletion of the certificates that those
systems use to connect to the Customer Interaction Center server.
9. In the left pane, select the System Configuration container.
10. In the right pane, double-click the Configuration item.
The System Configuration dialog box appears.
11. Click the Certificate Management tab.
The Certificate Management tab appears.
12. In the Subsystem Certificates Configuration area, click Modify.
The Subsystem Certificates dialog box appears.
13. Select the Interaction Media Server entry that you want to remove and click Delete.
Note:
If you are using a pair of Customer Interaction Center servers in a switchover
configuration, you see two certificates; one for each server. Delete both of these
certificates.
14. Select the Close button.
15. In the System Configuration dialog box, click OK.
The selected Interaction Media Server no longer appears in Interaction Administrator.
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Enable Secure Input feature
The Secure Input feature for Customer Interaction Center provides security regarding the
accessibility of sensitive information, such as credit card or account numbers, during and after
an interaction.
For Interaction Media Server, the Secure Input feature affects audio communications and log
files as described in the following list:
•
During recordings and monitoring, Interaction Media Server replaces DTMF tones with
white noise in recordings and when a call is monitored.
•
When the Secure Input feature is enabled, Interaction Media Server does not write digits
that are associated with DTMF tones to the log file. If you must diagnose a situation
regarding DTMF digit detection, create an encryption key for this Interaction Media Server.
Interaction Media Server then encrypts DTMF digits in the log file. The encryption key is
not persistent. After a restart of the system, Interaction Media Server reverts to the
default behavior of excluding DTMF digits in the log file.
Note:
The Secure Input feature is not currently supported for conference calls, even if the call has
only two parties.
To enable the Secure Input feature, do the following tasks:
1. On the Customer Interaction Center server or a remote personal computer, open
Interaction Administrator.
The Interaction Administrator window appears.
2. In the toolbar, click the License button.
The License Management dialog box appears.
3. In the License Management dialog box, select the Features tab.
4. Ensure that the list contains an I3_FEATURE_SECURE_INPUT entry.
Note:
If the list does not contain the I3_FEATURE_SECURE_INPUT feature license, you must
purchase the feature and update your Customer Interaction Center license.
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5. Click the Close button.
6. In the left pane of Interaction Administrator, select the Customer Interaction Center server
object.
7. In the right pane, double-click the Configuration item.
The Server Configuration dialog box appears.
8. Select the Telephony Parameters tab.
9. Use the scroll bar on the right side of the dialog box to display the Enable Secure Input
feature check box.
10. Enable the Enable Secure Input feature check box.
11. Click OK.
Tip:
To disable the Secure Input feature for a specific Interaction Media Server, access the
configuration for that Interaction Media Server in Interaction Administrator, add the
SecureInputModeEnabled property, and set the value to False.
For more information on Secure Input, see Secure Input Technical Reference in the CIC
Documentation Library.
Enable Secure IVR Playback feature
The Secure IVR Playback feature, as part of a Secure Input feature implementation, enables
callers in an Interactive Voice Response session to securely enter DTMF digits through a
telephone keypad and hear the corresponding DTMF digits as feedback. The entered digits are
not included in call recordings or keyword spotting diagnostic recordings, are not present in
log or tracing files, cannot be heard by any other persons on the call, and are encrypted
between all points within the CIC system to ensure security and to meet PCI compliance
standards. The Secure IVR Playback feature works for internal calls, external calls, and ACDrouted calls.
Note:
Interactive Intelligence is not responsible for external network entities that do not conform to
PCI compliance standards. To ensure the data security of callers into your contact center,
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work with your network providers to ensure that they meet all necessary PCI compliance
standards.
Secure IVR Playback licensing
The Secure IVR Playback feature requires the following feature licenses in your CIC license:
•
Secure Input
•
Interaction Text-To-Speech and applicable languages
For more information on Interaction Text To Speech licenses, see Interaction Text To Speech
(ITTS) licenses.
You apply the CIC license through Interaction Administrator. For more information, see
Interaction Administrator Help.
For more information on Interaction Text To Speech, see Text To Speech Engines for IC
Technical Reference.
Note:
The Secure IVR Playback feature is only available with Interaction Text To Speech and is not
compatible with other text-to-speech solutions.
Secure IVR Playback configuration
Once you have applied the CIC license through Interaction Administrator, you initiate the
Secure IVR Playback feature through customization of handers in Interaction Designer.
In a handler using the Secure Input initiator, modify the Play audio file tool step by
entering x-inin-audiosrc:securedigits in the Audio file name field. This step instructs
Customer Interaction Center to replay the captured DTMF digits securely.
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Interaction Media Server faxing
Customer Interaction Center uses Interaction Media Server to handle the transmission and
reception of fax documents to and from client workstations. Interaction Media Server uses the
T.38 or T.30 protocol (fax over IP) to transmit faxes in IP networks. Additionally, you can add
Quality of Service (QoS) to the T.38 or T.30 protocol. QoS sends IP packets with high priority,
which is recognized among network routing devices.
You can configure Customer Interaction Center to use the T.38 protocol, the T.30 protocol, or
both protocols for faxing through Line Configuration dialog box in Interaction Administrator.
Interaction Media Server faxing process
This section describes how faxing works with Interaction Media Server.
Inbound faxes and Interaction Media Server
The following diagram displays how inbound faxes are processed with Interaction Media Server
in your Customer Interaction Center environment:
Item
Description
An external source transmits a fax to a telephone number for a user extension in
the Customer Interaction Center network.
1
Note:
Faxes that are sent to a station extension do not require audio processing through
Interaction Media Server.
2
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A gateway converts the analog fax data to a digital format and sends the data to
Interaction Media Server.
3
Interaction Media Server converts the fax data to TIFF format image files and
sends the files to Customer Interaction Center.
4
Customer Interaction Center attaches the fax images to an e-mail message and
addresses it to the associated user of the target station.
5
The user receives an e-mail message with the fax attachment.
Note:
Inbound faxes to stand-alone fax machines do not go through Interaction Media Server. For
more information about configuring Customer Interaction Center for stand-alone fax
machines, see IC Installation and Configuration Guide.
Outbound faxes and Interaction Media Server
The following diagram displays how outbound faxes are processed with Interaction Media
Server in your Customer Interaction Center environment:
Item
Description
1
Using Interaction Fax, a user of a station sends a fax to an external telephone
number.
2
Customer Interaction Center sends the fax data—in the form of TIFF format image
files—to Interaction Media Server.
3
Interaction Media Server converts the TIFF format images of the fax to either the
T.38 or T.30 protocol and sends that data to the gateway that conveys
communications for the external telephone number.
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4
The gateway converts the digital fax data to analog fax signals and sends that
signal to the external telephone number.
Note:
If you use a SIP carrier to transmit faxes to external destinations, that SIP carrier must
support the T.38 or T.30 protocol.
Interaction Media Server fax licensing
Each simultaneous active fax, either inbound or outbound, requires a fax session license. Fax
session licenses are defined in the Customer Interaction Center license.
If you exceed your fax session license count, the following events occur based on the direction
of the fax:
•
Inbound – These faxes fail and are not serviced.
•
Outbound – Customer Interaction Center holds these faxes in a queue until a fax session
license becomes available.
To determine how many fax session licenses are in use, use Interaction Supervisor and view
the Fax Licenses Available statistic.
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Configure Interaction Media Server through the
web interface
You configure Interaction Media Server through its web interface. This section contains the
following topics:
Configure audio recording retrieval on Interaction Media Server ............................. 85
Configure Quality of Service on Interaction Media Server ........................................ 88
Configure SNMP support on Interaction Media Server .............................................. 90
Configure audio recording retrieval on Interaction Media Server
By default, Interaction Media Server uses HTTP to transfer recordings from Interaction Media
Server to an associated Customer Interaction Center server. However, if you want a more
secure method of transferring recordings, Interaction Media Server also supports the HTTPS
protocol.
To configure audio recording retrieval to use HTTPS, do the following steps:
1. On a personal computer or the Interaction Media Server itself, open a web browser and
navigate to the URL address and port number of the Interaction Media Server web
interface. See the following example for the format of specifying this URL address:
http://mediaserver1.mydomain.com:8084/
Note:
Packaged Interaction Media Servers use HTTP port 8083. Software-only installations
of Interaction Media Server default to HTTP port 8084.
You are prompted to supply a user name and password.
2. Log on to the Interaction Media Server configuration webpage with the administrative user
ID and password.
The Status-About page appears.
3. In the upper right corner, click the Config icon.
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The Config-Servers page appears.
4. On the left side of the page, click the Parameters tab.
The Parameters page appears.
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5. In the list of parameters, locate the Recording Retrieval HTTPS Required parameter.
Note:
Enabling recording retrieval through the HTTPS protocol makes Interaction Media
Server incompatible with Customer Interaction Center 3.0. Do not enable this
parameter if Interaction Media Server is supporting Customer Interaction Center 3.0
servers.
6. In the associated list box, select true.
7. At the bottom of the page, click Apply Changes.
Interaction Media Server now uses the HTTPS protocol to transfer recordings to Customer
Interaction Center.
Note:
For even more security in the transfer of recordings, you can set the Recording Retrieval
Use Mutual Authentication parameter to true. This parameter requires that both the
Interaction Media Server and the Customer Interaction Center server exchange certificates so
that recordings cannot be intercepted during retrieval. This exchange occurs automatically
and does not require further administration.
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Configure Quality of Service on Interaction Media Server
During the installation of Interaction Media Server, Interactive Intelligence installed its own
Quality of Service (QoS) driver to handle the prioritization of VoIP communications. For
information on stopping the Interaction Media Server installation process from installing the
Interaction Intelligence QoS driver or the associated certificate to the Trusted Publishers list,
see the QoS for the xIC Platform white paper. This document is located in the CIC
Documentation Library.
Interaction Media Server uses QoS to mark Internet Protocol (IP) packets that contain Realtime Transport Protocol (RTP) data with prioritization information. QoS is recognized in almost
all network devices. QoS devices route marked IP packets containing RTP data ahead of
lower-priority IP packets that are usually associated with data. QoS enables voice
communications over an IP network to have fewer occurrences of voice quality issues. This
feature is always enabled by default.
Modify the DSCP value of IP packets for Interaction Media Server
You can change the Differentiated Service Code Point (DSCP) value of an IP packet containing
RTP data, which alters the QoS priority of that packet.
Note:
If Interaction Media Server detects different DSCP values between received and transmitted
RTP packets, it writes a warning in the Event Log of the host Windows server. This feature is
available only if Interaction Media Server uses the Interactive Intelligence QoS driver, which is
installed by default. This feature is not available with Windows Policy-based QoS.
To change the DSCP value of an IP packet through QoS, do the following steps:
1. On a personal computer or the Interaction Media Server itself, open a web browser and
navigate to the URL address and port number of the Interaction Media Server web
interface. See the following example for the format of specifying this URL address:
http://mediaserver1:8084/
Note:
Packaged Interaction Media Servers use HTTP port 8083. Software-only installations
of Interaction Media Server default to HTTP port 8084.
You are prompted to supply a user name and password.
2. Log on to the Interaction Media Server configuration webpage with the administrative user
ID and password.
The Status-About page appears.
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3. In the upper right corner, click the Config icon.
The Config-Servers page appears.
4. On the left side of the page, click the Properties tab.
The Properties page appears.
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5. In the list on the right side of the page, locate the RtpQosDscpValue property.
6. In the associated list box, select the DSCP value that you want to use for marking IP
packets that contain RTP data. The default value for this property is 2E (46, 101110)
EF.
Caution:
Changing this value can cause audio quality problems. Interactive Intelligence does
not recommend changing this value unless you are certain of the QoS configuration
changes that you want to make in your network.
7. At the bottom of the page, select the Apply Changes button to save your modification of
this property.
You can also change which Interaction Media Server communications use QoS. See the
Interaction Media Server Config-Properties page topic for information on the
NotifierQosTaggingEnabled, RtpQosTaggingEnabled, and UdptlQosTaggingEnabled
properties.
Configure layer 3 switches to trust the DSCP values from Interaction Media Server
Some layer 3 switches remove the DSCP value in marked outbound IP packets and replace it
with a 0 (zero). When QoS tagging is enabled on your Interaction Media Server, ensure that
you configure the layer 3 switches in your network to trust the DSCP value that Interaction
Media Server adds. For example, for a Cisco switch, you would enter the following command
for each interface that handles RTP traffic from an Interaction Media Server:
mls qos trust dscp
Failure to configure layer 3 switches in your network to trust the DSCP values in IP packets
from Interaction Media Server can result in audio quality issues.
Configure SNMP support on Interaction Media Server
Simple Network Management Protocol (SNMP) is a method for network devices to send errors,
warnings, and status messages to a Network Management System (NMS). It enables
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administrators to find and correct problems with those network devices quickly. Interaction
Media Server can send SNMP messages based on status conditions in the server or when
prompted by the NMS.
Interactive Intelligence provides its own SNMP service that replaces the Windows SNMP
Service and serves as an SNMP agent registry. The Interactive Intelligence SNMP service is
installed by default and it disables Windows SNMP Service. The Interactive Intelligence
SNMP service uses the following network protocols and ports:
Transport layer protocols
UDP
Network port numbers
•
161 – General SNMP messages
•
162 – SNMP trap messages
The Interactive Intelligence SNMP service supports SNMPv1, SNMPv2c, and SNMPv3.
For more information about the Interactive Intelligence SNMP service, see IC and SNMP
Technical Reference.
Important!
To configure SNMPv3 settings, you must use a command line utility that is installed with the
ININ SNMP service. For information usage and syntax for this command line utility, see IC
and SNMP Technical Reference.
To configure Interaction Media Server to send SNMPv1 or SNMPv2c messages to an NMS, do
the following steps:
1. Open the Windows Services application (located in the Administrative Tools folder).
2. In the Services window, locate the SNMP Service item and double-click it.
The SNMP Service Properties (Local Computer) dialog box appears.
Important!
The Interactive Intelligence SNMP service (ININ SNMP) uses the same configuration
that the Windows SNMP Service used when it was disabled. Therefore, you can use
the SNMP Service Properties dialog box to configure the SNMPv1 or SNMPv2c
settings that ININ SNMP uses.
3. Select the Security tab.
4. Enable the Send authentication trap check box.
5. In the Accepted community names box, select the Add button and do the following
steps:
a.
In the Community Rights list box, select READ ONLY.
b.
In the Community Name box, enter a name to which all Interaction Media Servers
will belong.
6. Click OK.
7. Select the Accept SNMP packets from these hosts option and then click Add.
8. Enter localhost in the text box and click OK.
9. Click OK to close the SNMP Service Properties (Local Computer) dialog box.
10. Open a web browser and navigate to the URL address and port number of the Interaction
Media Server web interface. See the following example for the format of specifying this
URL address:
http://mediaserver1:8084/
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Note:
Packaged Interaction Media Servers use HTTP port 8083. Software-only installations
of Interaction Media Server default to HTTP port 8084.
You are prompted to supply a user name and password.
11. Log on to the Interaction Media Server configuration webpage with the administrative user
ID and password.
The Status-About page appears.
12. In the upper right corner, select the Config icon.
The Config-Servers page appears.
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13. On the left side of the page, click the Snmp tab.
The Snmp page appears.
14. Under the Accepted Community Names label, in the first Community Name text box,
enter a name for an SNMP group of resources to which all Interaction Media Servers will
belong.
The name that you enter must be compatible with the network management system
(NMS).
15. In the Community Rights list box to the right, select the READ ONLY.
16. Under the Trap Settings label, in the first Community Name text box, enter the name
that you specified in step 14.
17. In the Trap destinations box, enter the address of the NMS to which this Interaction
Media Server will send SNMP messages.
Depending on your network configuration you can enter a fully-qualified domain name
(FQDN), short host name, or IP address.
Tip:
You can configure Interaction Media Server to send SNMP messages to multiple
destinations by specifying the same community name and the additional destination
address in the next row.
18. At the bottom of the page, click Apply.
Your SNMP configuration is saved.
Note:
For information on the MIB files that you can download from this page, see Interaction Media
Server Config-Snmp page.
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Important!
If the server hosts both Interaction Media Server and Interaction SIP Proxy, uninstalling one of
the products removes the Interactive Intelligence SNMP service, which is shared between both
products. This action results in removal of the service and disables SNMP processing for the
other product. You can correct the problem by repairing the installation of the remaining
product. The Windows installation repair feature is available through the Programs and
Features object in the Windows Control Panel.
If you are using Interaction Media Server or Interaction SIP Proxy on an Interaction Edge
appliance, you do not have the capability to repair the installation. Instead, open a command
prompt and execute the following command:
Msiexec /I {B4318EC8-D381-4230-AD00-DC6D5F430AC3} REINSTALL=ALL REINSTALLMODE=omus
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Interaction Media Server web interface reference
For information about each of the configuration options and information on the Interaction
Media Server configuration pages, see the relevant screens and the descriptions in the
following topics. This section contains the following topics:
Interaction Media Server Status-About page ............................................................ 95
Interaction Media Server Status-Server Status page ................................................ 96
Interaction Media Server Status-Media Engine page ................................................ 98
Interaction Media Server Config-Servers page ....................................................... 100
Interaction Media Server Config-Parameters page ................................................. 104
Interaction Media Server Config-Properties page ................................................... 111
Interaction Media Server Config-Diagnostics page ................................................. 124
Interaction Media Server Config-Snmp page .......................................................... 128
Interaction Media Server Config-Administration page ............................................ 130
Interaction Media Server Config-License page ....................................................... 132
Interaction Media Server Status-About page
The About page lists the current statistics for Interaction Media Server. It contains the
following fields:
Field
Description
Machine Name
The Windows name of the computer that is hosting Interaction Media
Server
Machine Uptime
The length of time since Interaction Media Server was started
Local IP Address
The IP address of Interaction Media Server
License Type
The form of license that has been applied to Interaction Media Server
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Product Version
The version number of the Interaction Media Server software
File Version
The internal build version for the Interaction Media Server files
Special Build
Description
The internal build process identifier that generated the files for
Interaction Media Server
Hotfix
The latest patch that has been applied to this Interaction Media
Server
Interaction Media Server Status-Server Status page
The Server Status page lists all Customer Interaction Center servers—also known as
command servers—that this Interaction Media Server serves. This page also displays an
overview of the connection status and activity of each Customer Interaction Center server. The
Details button provides more details about each Customer Interaction Center server and its
connection.
The Server Status page contains the following fields:
Field
Description
ID
This column displays the identifier number for a connection
between this Interaction Media Server and a Customer
Interaction Center server. It is written to trace logs to correlate
Notifier connections.
Notifier Host
This column displays the Customer Interaction Center server
name or IP address in this connection.
Connection Status
This column displays the status of this connection between this
Interaction Media Server and the Customer Interaction Center
server. The following list displays the possible values for this
column:
•
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Not Connected (yellow) – Interaction Media Server is
attempting to establish a Notifier connection with the
Customer Interaction Center server, but is unable to locate
it. In this state, Interaction Media Server attempts to
reconnect approximately once every 2 minutes until it is
successful.
Accepts Sessions
Active Resources
•
Authentication Failure (red) – Interaction Media Server
found the Customer Interaction Center server but failed to
establish a Notifier connection. This failure can be due to
invalid credentials. This message is also displayed if the
Interaction Media Server certificate has not been trusted
through Interaction Administrator.
•
Notifier Connection Failure (red) – The Customer
Interaction Center (Notifier) server is reachable but the logon
attempt failed for a reason other than the logon credentials.
Point the mouse pointer over the status text to display a
tooltip with more detailed information about the failure.
•
Waiting for Client – The Customer Interaction Center
server connection has been successfully established and
Interaction Media Server is waiting for the client (Telephony
Services on the Customer Interaction Center server) to start.
•
Active (green) – Interaction Media Server has established a
Notifier connection with the Customer Interaction Center
server and has successfully logged on to Telephony Services.
The column displays if Interaction Media Server is ready to
accept sessions from the Customer Interaction Center server.
For a connection, the following conditions must be true:
•
Interaction Media Server is successfully connected to the
Customer Interaction Center server.
•
Interaction Media Server has a loaded and valid license.
•
Interaction Media Server is configured to accept sessions
from the Customer Interaction Center server.
This column displays the number of Interaction Media Server
resources that are currently hosted on behalf of the associated
Customer Interaction Center server.
Select the Active Resources numeric hyperlink to display a
table that lists each active resource that is associated with that
Customer Interaction Center server. You can see more
information by selecting a value from the Resource ID column,
which displays details about the session using that resource.
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Details
Select this button to see more detailed information about the
Interaction Media Server status that is relative to the associated
Customer Interaction Center server.
Auto-refresh every
10s
Enable this check box if you want the information on this page to
reload every 10 seconds.
Interaction Media Server Status-Media Engine page
The Media Engine page displays details about the media engines on Interaction Media Server
that are currently active. Typically, there is a media engine for each CPU core on the server.
You can configure the media engines on the Config > Parameters page. The Media Engine
page contains the following fields and controls:
Field
Description
Thread ID
This column displays the operating system identifier of the
single, high-priority thread currently in use by each CPU
(physical and hyper-threaded).
CPU ID
This column displays the number of the CPU in use by the
associated Thread ID.
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Locations
This column displays the actual location of the CPU on which
the media engine is hosted.
Current Load
This column displays a value that indicates the percentage of
CPU that the media engine spent processing audio as opposed
to being idle. This value does not mirror the CPU usage that is
displayed in Task Manager or Perfmon. This value could be
higher or lower than the CPU usage depending on the features
in use on this Interaction Media Server.
Average Load
This column displays the moving average of the current load
over a 30-second period.
Graphs
This column displays the number of audio processing graphs
that are hosted on a specific media engine.
Elements
This column displays the number of audio processing elements
that are hosted on a specific media engine.
Refresh
Select this button to refresh the data displayed on this page.
Show ASR Statistics
Enable this check box to display detailed information on
Automatic Speech Recognition (ASR) processing on this
Interaction Media Server. These statistics indicate the
resources that this Interaction Media Server is using for ASR
activities and can assist in diagnostic analyses.
Note:
Speech recognition impacts the resources that Interaction
Media Server uses to facilitate interactions. Complex grammars
increase this impact.
Maximum ASR Worker
Threads
This value indicates the maximum number of CPU threads that
are dedicated to ASR search operations. This value is
controlled by the AsrWorkerThreadsMax parameter and
cannot be more than one thread for each logical CPU core.
Current ASR Worker
Threads
This value indicates the current number of CPU threads in the
thread pool. This value cannot exceed the value in Maximum
ASR Worker Threads.
Active Recognition
Tasks
This value indicates the number of current ASR input operations
for recognizing and collecting speech.
Active ASR Search
Jobs
This value indicates the number of resources in use for pending
and current ASR search operations for collected speech
patterns. Each search job represents approximately 0.5
seconds of speech.
Average ASR Search
Jobs
This value indicates the average number of pending ASR search
jobs within the last 15 seconds.
Average Work Ratio
This value indicates the ratio between the average number of
ASR search jobs and the maximum number of ASR worker
threads. A value of 1 indicates that some ASR search jobs
cannot be actively processed and are waiting for processing
resources to become available. If this value consistently
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remains above the value specified in the
AsrWorkerMaxWorkRatio parameter, Interaction Media
Server will reject new ASR sessions.
Max. Completion Delay
This value indicates the largest delay in completing any ASR
search operations within the last 15 seconds. If this value
increases consistently, ASR operations are being delayed
because sufficient resources are not available.
Average Completion
Delay
This value indicates the average delay in completing ASR search
operations within the last 15 seconds.
Min. Search Speed
This value represents the approximate complexity of ASR
search operations in Interaction Media Server. ASR complexity
includes the grammars for speech recognition and the amount
of CPU resources that the Interaction Media Server uses to
recognize the speech segment. This value can fluctuate
significantly as it depends on the grammars and the speech
submitted to the ASR system.
Max. Search Speed
This value indicates the best speed for a completed ASR search
operation within the last 15 seconds.
Average Search Speed
This value indicates the average speed for completed ASR
search operations within the last 15 seconds.
Auto-refresh every 10s
Enable this check box if you want to have new data displayed
on this page every 10 seconds. Interactive Intelligence
recommends that you do not leave this check box enabled on a
continual basis.
Interaction Media Server Config-Servers page
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The Servers page enables you to add and remove Customer Interaction Center server
connections for this Interaction Media Server. You can also specify properties that are specific
between this Interaction Media Server and the specified Customer Interaction Center server.
This page contains the following columns and controls:
Field
Description
ID
This column displays a unique identifier number for a connection
between Interaction Media Server and a specific Customer Interaction
Center server. This number is written to trace logs to identify a
connection.
Notifier Host
This column displays the name or IP address of a Customer
Interaction Center (Notifier) server definition to which Interaction
Media Server can connect.
Accept Sessions
This column displays if Interaction Media Server accepts audio
processing requests from the associated Customer Interaction Center
server. For Interaction Media Server to accept a connection from a
Customer Interaction Center server, the following conditions must be
true:
•
Interaction Media Server successfully connected to the associated
Customer Interaction Center server.
•
Interaction Media Server has a valid and loaded license.
•
The Accept Sessions feature is set to Yes.
Tip:
To take an Interaction Media Server out of service for all command
servers, use the Deactivate button on the Config-Administration
page. Interaction Media Server will continue to process current media
operations until the associated calls have ended.
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Server button
Select this button to display a page where you can change the Accept
Sessions feature to either Yes or No.
When you change the value in the Accept Sessions field, click Apply
Changes to commit this change. Otherwise, to disregard a change,
click Cancel.
Properties button
Select this button to display a page where you can specify properties
for this connection between Interaction Media Server and the
associated Customer Interaction Center server.
See Interaction Media Server Config-Properties page for definitions of
the items in the list box.
Remove button
Select this button if you want to remove the associated Customer
Interaction Center server connection.
Add Server button
Select this button if you want to define a new connection to a
Customer Interaction Center server. It displays the following page:
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This page contains the following fields:
Field
Description
Notifier Host
Enter the name of a Customer
Interaction Center server. You cannot
specify multiple Customer Interaction
Center servers in this box. Each
Customer Interaction Center server
connection must be defined individually.
IC User Id
Enter the user name of the Customer
Interaction Center user account that
Interaction Media Server will use to log
on to the Customer Interaction Center
server.
IC Password
Enter the password for the user name
specified in the IC User Id box.
Accept Sessions
This field is set to Yes by default. The
Yes setting causes Interaction Media
Server to accept audio processing
requests from the specified Customer
Interaction Center server.
Copy Properties From
This field is set to None by default. If
you want to use the settings, including
property settings, from an existing
Customer Interaction Center server
connection definition, select that
definition from this list box.
Add button
Select this button to save the entered
information and to create the Customer
Interaction Center server connection for
this Interaction Media Server.
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Interaction Media Server Config-Parameters page
The Parameters page enables you to configure specific aspects of Interaction Media Server.
Important!
Change these parameters only if you are instructed to do so by an Interactive Intelligence
support engineer. Arbitrary changes to these parameters can lead to poor performance or
problems that are difficult to diagnose.
Note:
In the web interface, a red asterisk next to a parameter name indicates that you must restart
Interaction Media Server for any change to take effect.
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The Parameters page contains the following fields:
Field
Description
ASR Worker Max. Work Ratio
This parameter specifies a threshold that
represents the number of ASR search
operations compared to the maximum
number of ASR worker threads. A value
greater than 1.0 indicates that there are
more search operations than can be
processed by the ASR worker threads,
which results in delays of speech
recognition tasks. If the ratio remains
above this value, Interaction Media
Server starts rejecting new ASR
processes until the ratio falls below the
value.
ASR Worker Thread Priority
This parameter controls how the CPUs
process ASR tasks as compared to other
processes on the Windows Server.
Important!
ASR tasks do not require the same level
of processing as other processes, such as
those involved in conversations and
recordings. Interactive Intelligence
recommends that you use the
BelowNormal setting unless you are
directed to use a different setting by an
Interactive Intelligence technical support
representative.
ASR Worker Max. Threads
This parameter controls the maximum
number of threads that Interaction Media
Server can use to process ASR
operations.
A value of -1 indicates that this
Interaction Media Server uses one thread
per available CPU core to process ASR
operations. This value also limits the
minimum number of threads across all
CPU resources to process ASR operations
to two.
There is no maximum value for this
parameter, which enables you to create
more threads than there are CPU
resources. Interactive Intelligence
strongly recommends that you do not
create more threads to process ASR than
there are CPU resources in the machine.
If you require more resources for other
media tasks, such as recording,
transcoding, or speech analytics, enter a
lower number than the number of
enabled CPU resources so that those
time-sensitive operations receive
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prioritization for CPU resources over ASR
operations.
CreateMemoryDumpOnEngineFault
This parameter controls if and what type
of memory dump that Interaction Media
Server will create should there be a
terminating error for one of the media
engines.
The values for this parameter are as
follows:
•
Default
•
Disabled
•
Full (default)
•
Mini
Important!
Interactive Intelligence recommends that
you use the Full value for the
CreateMemoryDumpOnEngineFault
parameter. Should a media engine
terminate unexpectedly, the Full value
provides the most information for
Interactive Intelligence to determine the
cause.
Media Engine CPU Mask
This array of check boxes enables you to
specify which CPUs can host media
engines. By default, all CPUs are
enabled.
Important!
If you are using Interaction Media Server
on an Interaction Edge appliance, you
can use only the following CPU cores:
1, 2, 4, and 7 (Edge GA through SU2)
1, 2, 5, and 6 (Edge SU3 and later, all
20XX RX upgrades)
Enabling other CPU cores when
Interaction Media Server is hosted on the
Interaction Edge appliance can result in
instability, unresponsive behavior, and
critical failures, including complete
system failure.
Media Engine Load Limit
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New media engine sessions are created
only if the current and average loads are
below the stated value. The default
value for this field is 0.8. Valid values
are 0.1 to 1.0. This value equates to the
percentage of time that the media
engines are not idle. It is a measure of
the load in relation to the capacity of
Interaction Media Server.
Important!
Interactive Intelligence recommends that
you do not change the setting for this
server parameter unless directed to do so
by an Interactive Intelligence support
representative.
Media Engine Selection Algorithm
Use this list box to determine the method
in which media engines are selected to
process audio operations, including
conferencing. This list box contains the
following items:
•
FewestElements – Use this setting
if you have less than eight logical
CPU cores in your Interaction Media
Server machine.
•
Load Weighted Stochastic – Use
this setting if you have eight or more
logical CPU cores in your Interaction
Media Server machine.
Important!
Interactive Intelligence recommends that
you do not change the setting for this
server parameter unless directed to do so
by an Interactive Intelligence support
representative.
Media Engine Thread Priority
This parameter controls the priority of
the media engine threads. The default
value is TimeCritical.
Important!
Interactive Intelligence recommends that
you do not change the setting for this
server parameter unless directed to do so
by an Interactive Intelligence support
representative.
Media Engine UDP Sender Loopback
This parameter controls whether local
loopback between resources uses the
network adapter or a more efficient
dedicated messaging mechanism.
Typically, you set the value for this
parameter to ForceForLocalAddresses,
which is the default setting, unless you
are instructed to change it by an
Interactive Intelligence support engineer.
Important!
Set this parameter to the
AdaptiveForLocalAddresses value for
the following situations:
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•
•
Directory for Cache of HTTP Client
This server also hosts Interaction SIP
Proxy with the Media Recording
feature enabled
Interaction Media Server is running
on an Interaction Edge appliance
This parameter specifies the local
directory on Interaction Media Server
where prompts or voice mail are cached
after being played from their original
location on the Customer Interaction
Center server.
The default drive is based on the drive
specified during the installation process.
This directory caches many unique files
(.wav or .au) and must have at least 5
gigabytes of free disk space available.
If you configure Interaction Media Server
to store prompts, voice mail, and trace
logs on the same drive, a minimum of
150 gigabytes of free disk space is
required.
More or less space can be required based
on the volume of calls in your system
and the level of tracing data in the log
files. Also, determine the location of
recordings and adjust the path to match
it.
Note:
To avoid a performance problem, if your
system uses antivirus software, exclude
this cache directory from scanning when
Interaction Media Server reads these
files.
Http Trace Log Access
This parameter specifies if trace logs can
be retrieved through an HTTP connection.
The trace logs involve certificates and the
movement of diagnostic recordings. The
default value for this parameter is
Disabled.
Note:
If you enabled the Fetch Diagnostic
Recordings from Media Server feature
on the Customer Interaction Center
server through Interaction Administrator,
set this parameter value to
AnyConnection.
Allow Hyper Threaded Media Engines
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This parameter controls if media engines
can share a physical core that already
has one or more hyper-threaded logical
CPUs. If you set this value to False,
each core is limited to one media engine
for each CPU and can lead reduced
performance.
Max Concurrently Active Diagnostic
Captures
Interaction Media Server can create
capture files of all RTP, RTCP, and UDPTL
packets that a specific resource
processes. These files are useful for
diagnosing network and audio problems.
This parameter controls the maximum
number of concurrent diagnostic capture
files that are created to avoid excessive
load on Interaction Media Server. The
default value is 32.
Max Number of Media Engines
This parameter specifies the maximum
number of media engines that Interaction
Media Server can create, even if there
are more CPU resources available.
Interaction Media Server never creates
more media engines than the number of
CPU cores available, regardless of the
value of this parameter. The default
value for this field is 0, which specifies
that each CPU core has one media
engine.
Min Scheduler Latency [ms]
The default value is 4.
Important!
Do not modify this parameter unless
instructed to do so by authorized
Interactive Intelligence support
representative.
Process Priority Class
This parameter controls the priority of
the main Interaction Media Server
process. The default value is
AboveNormal.
Recording Retrieval HTTP Capacity
This parameter controls the maximum
number of concurrent recording retrieval
requests that can be served on
Interaction Media Server. The default
value is 100.
Recording Retrieval HTTP Interface
This parameter specifies the network
interface on which Interaction Media
Server listens for Customer Interaction
Center servers to retrieve recordings. By
default, this parameter is set to Any,
which causes Interaction Media Server to
accept connections from HTTP clients
(Customer Interaction Center servers) on
any of the network interfaces. If you
want to restrict recording retrieval, select
another named network connection.
If this parameter is set to a value other
than Any, and multiple network
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interfaces in the system share the fully
qualified domain name, set the
RecordingAuthorityFormat property to
IPAddress. Otherwise, Customer
Interaction Center servers can connect to
the incorrect interface and fail to retrieve
recordings.
Recording Retrieval HTTP Port
This parameter specifies the computer
port that the HTTP recording retrieval
process monitors for requests. The
default port is 8102.
Recording Retrieval Thread Priority
This parameter controls the priority of
the HTTP Recording Retrieval thread on
Interaction Media Server. Set this
parameter to Below Normal unless
otherwise instructed to change it by an
Interactive Intelligence support engineer.
Recording Retrieval Use Mutual
Authentication
This parameter specifies that any remote
connection that attempts to retrieve
recordings from Interaction Media Server
must exchange certificates with
Interaction Media Server before the
recordings can be downloaded. The
default value for this parameter is false.
Recording Retrieval HTTPS Required
This parameter specifies that Customer
Interaction Center or any remote
connection must use the HTTPS protocol
to retrieve recordings. The default value
for this parameter is false.
Apply Changes button
Select this button to save and changes
made on this page.
Cancel button
Select this button to disregard any
changes on this page and return to the
Configuration-Servers page.
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Interaction Media Server Config-Properties page
The Properties page enables you to configure settings for this Interaction Media Server and
its connections to one or more Customer Interaction Center servers. Interaction Media Server
properties are name-value pairs that control Interaction Media Server operations. To add a
property, select it from the Select or enter name of property list box. After you have
added one or more properties, select the Apply Changes button to save this configuration.
Note:
A red asterisk next to a property name in the web interface indicates that changes to the
associated value require you to restart Interaction Media Server for those changes to take
effect.
The Properties page can contain the following items:
Property
AnalyzerDiagnosticRecording
Description
Important!
Set this property to true only if directed to do so by an
Interactive Intelligence support engineer.
This property specifies if diagnostic recordings can be
made through any form of analysis, such as by
Interaction Analyzer or through call analysis on this
Interaction Media Server. The default value for this
parameter is false.
Tip:
The preferred method of enabling diagnostic recordings
is through the Telephony Parameters interface in
Interaction Administrator.
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AsrDiagnosticRecording
When set to true, this property causes Interaction
Media Server to create diagnostic recordings for ASR
input echo cancellation.
Set this property to true only if you have detected
echo in the diagnostic recordings created by the
RecognizerDiagnosticRecording property (in the
case of Interactive Speech Recognition) or the
ASRDebugWav property (in the case of a third-party
ASR server.)
Caution!
Diagnostic recordings for Interaction Speech
Recognition that are created while this property is
enabled consist of three recordings for each session.
Because of the number and size of files created for
these diagnostic recordings, do not leave this property
enabled for an extended period of time as it could
exhaust local storage capabilities.
Additionally, the amount of processing resources that
Interaction Media Server uses when this property is set
to true significantly impacts performance. Interactive
Intelligence recommends that you enable this property
only when call volume and CPU usage are low for this
Interaction Media Server.
You should not enable this property unless directed to
do so by an Interactive Intelligence Support
representative.
AudioSourceBaseUri
Note:
This property is for backward compatibility with
Customer Interaction Center 3.0. It has no effect
when you use Interaction Media Server in a Customer
Interaction Center of the same version.
Enter the local path on Interaction Media Server to the
directory that contains all audio .WAV files that are
used for ring back, music on hold, and in-queue audio.
Ensure that the path ends with a backslash (\). The
default value is
C:\Program Files\Interactive Intelligence\Resources\
AudioSourceFallbackUri
Note:
This property is for backward compatibility with
Customer Interaction Center 3.0. It has no effect
when you use Interaction Media Server in a Customer
Interaction Center of the same version.
Enter the specific .WAV file name that Interaction
Media Server uses if any of the primary audio files,
which are specified in Interaction Administrator, cannot
be found. This .WAV file is used as a fallback
regardless of which .WAV file fails, such as for ring
back, in-queue audio, and music on hold. The default
value is SystemDefaultAudioOnHold.wav
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EnableCallRecovery
Add this property and set the value to true if you want
Interaction Media Server to keep audio sources alive
when the Notifer connection to the Customer
Interaction Center server is lost.
MaxResourceIdle
If an Interaction Media Server resource does not
receive audio for more than the specified number of
seconds, the RTP stream is marked as idle. This value
is approximate as Interaction Media Server polls for
idle calls every 30 seconds.
The minimum value is 15.
Note:
To disable disconnection of calls when no RTP packets
are received for the specified period of time, use
Interaction Administrator to set the Broken RTP
Disconnect Time TS server parameter to 0 (zero).
Note:
By default, Customer Interaction Center disconnects a
call when both endpoints are in the idle state (no RTP
packets). If you want Customer Interaction Center to
disconnect calls where only one endpoint has entered
the idle state, use Interaction Administrator to set the
TreatEndpointIdleAsFullIdle TS server parameter to
on.
NotifierDscpValue
If the NotifierQosTaggingEnabled property is set to
True, this parameter changes the DSCP value of the
Quality of Service (QoS) tags on Notifier network
traffic.
Note:
If you change this property, restart Interaction Media
Server for this change to take effect.
Important!
You cannot override this value by specifying it through
Interaction Administrator or the Command Servers
web interface of Interaction Media Server.
NotifierQosTaggingEnabled
If you want to specify the DSCP value of QoS tags in
network traffic, set this property to True.
Note:
If you change this property, restart Interaction Media
Server for this change to take effect.
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Important!
You cannot override this value by specifying it through
Interaction Administrator or the Command Servers
web interface of Interaction Media Server.
RecognizerDiagnosticRecording
When set to true, this property causes Interaction
Media Server to create diagnostic recordings for
Interaction Speech Recognition. You can send these
diagnostic recordings to Interactive Intelligence for
analysis to resolve issues.
If you are experiencing audio issues with Interaction
Speech Recognition, select this property in the list box,
set the value to true, and select the Apply button at
the bottom of the page.
If you add and enable this property through the
Interaction Media Server web interface, Interaction
Media Server creates the diagnostic recordings as .wav
files, which remain on this Interaction Media Server.
If you add and enable this property through the
System Configuration > Recognition >
Interaction Speech Recognition > Configuration
dialog box in Interaction Administrator, both .wav and
.xml files are created for diagnostic recordings on all
Interaction Media Servers connected to the Customer
Interaction Center server. The Customer Interaction
Center server then moves those files from Interaction
Media Server to the Customer Interaction Center
server.
Important!
If Interaction Media Server is connected to Customer
Interaction Center through WAN or other network
connections with reduced bandwidth, Interactive
Intelligence recommends that you do not set this
property through Interaction Administrator as the
transfer of files could impact network connections that
are servicing calls and could result in audio issues.
Caution!
If you enable this property through Interaction
Administrator, ensure that you have sufficient free
storage space on the Customer Interaction Center
server as Interaction Speech Recognition diagnostic
recordings are created on all Interaction Media Servers
and moved to the Customer Interaction Center server.
RecordingAuthorityFormat
This property specifies how Interaction Media Server
defines its server address in an HTTP URL when
Customer Interaction Center attempts to download
recordings. For example, http://<server>:<port>.
This property supports the following formats:
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•
FQDN – Fully qualified domain name, such as
myserver.com
•
IPAddress – The IPv4 address of the server, such
as 123.123.123.123
•
HostName – The name of the server, such as
mediaserver1
•
Custom – A custom authority as specified in the
RecordingCustomAuthority property
•
IPv6Address – The IPv6 address of the server
(reserved for future use)
Caution!
Do not use the IPv6Address value as it is a precursor
of a future feature and could cause communication
problems between different systems in your Customer
Interaction Center environment.
RecordingCustomAuthority
If the RecordingAuthorityFormat property is set to
Custom, this property specifies the text (server
address) that Interaction Media Server sends to
Customer Interaction Center.
RecordingMimeTypeDefault
This property specifies the audio codec to associate
with a recording when Interaction Recorder is
configured to use None as its compression format or
when custom handlers override a recording and do not
specify a Mime Type parameter. The following values
are supported:
•
audio/G726-32 – ADPCM 32-bit encoding; use
this codec with VPIM-based messaging systems
•
audio/GSM – Compressed with GSM FR 06.10
fixed-rate codec
•
audio/L16 – Linear 16-bit PCM
•
audio/opus – Opus: dynamically adjustable
bitrate, audio bandwidth, and frame size
•
audio/PCMA – G.711 A-Law
•
audio/PCMU – G.711 µ-Law
•
audio/x-truespeech – The TrueSpeech codec
Typically, the audio codec for the recordings on
Interaction Media Server is specified in Interaction
Recorder > Configuration > Recording Processing
or System Configuration > Mail > Configuration >
Prefixes and Voice Mail in Interaction Administrator.
ResourceBaseUriLocal
This property specifies the local path where Interaction
Media Server stores recording files as it records them.
The default value is <drive:>\<install_dir>\Media.
RtcpQosDscpValue
If the RtcpQosTaggingEnabled property is set to
true, this property specifies the DSCP value to tag to
each RTCP packet for Quality of Service (QoS). The
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associated list box presents the possible values for this
property as hexadecimal, decimal, binary, and perhop-behavior (PHB) values. The default value is 46
(decimal).
Important!
If you set this property value in Interaction
Administrator, only use decimal notation.
RtcpQosTaggingEnabled
Set this property to true if you want to specify the
DSCP value to tag to each RTCP packet for Quality of
Service (QoS). If this property is not defined, RTCP
packets are tagged in the same manner as RTP
packets. If you set this property to false, DSCP
tagging is disabled.
RtpAddressLocal
If your Interaction Media Server has multiple Network
Interface Cards (NICs), use this property to specify the
IP address that it uses for RTP audio processing.
If you are using DHCP for IP address assignments, you
can enter the beginning address for a range when used
with the RtpAddressLocalMask property. For
example, if you use IPv4, specify 172.123.0.0 for this
property, and 255.255.0.0 for the
RtpAddressLocalMask property, the NIC can be
assigned an address in the range from 172.123.0.0 to
172.123.255.255.
Note:
If the value for this parameter is blank, Interaction
Media Server will send RTP packets through only the
first NIC configured to reach the destination IP address
in the Windows Server routing table.
RtpAddressLocalMask
Use this property to enter a subnet mask for the IP
address that you specified in the RtpAddressLocal
property. This value is advantageous if you use DHCP
to assign IP addresses and you want Interaction Media
Server to use a specific range of addresses.
Note:
If the host machine has multiple network interface
cards (NICs), Interaction Media Server balances RTP
network communications by randomly selecting a
socket from a NIC that matches an IP address within
the RtpAddressLocal and RtpAddressLocalMask
values.
RtpAddressLocalType
Use this property to specify the versions of Internet
Protocol (IP) that this system uses for Real-time
Transport Protocol (RTP) communications. Enter a
value from the following list:
•
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IP4 – This value indicates that Interaction Media
Server supports only IPv4 addresses.
•
IP6 – This value indicates that Interaction Media
Server supports only IPv6 addresses.
•
IP4IP6 – This value indicates that Interaction
Media Server is required to use both IPv4 and IPv6
addresses.
Note:
For the IP4IP6 value, Interaction Media
Server must supply acceptable IPv4 and IPv6
addresses or be placed on probation. For more
information about probation, see Probation
status in Windows Event Log.
•
All – This value indicates that Interaction Media
Server supports an IPv4 address, an IPv6 address,
or both addresses, depending on which protocols
are currently installed and available on this host
server.
Caution!
Customer Interaction Center does not yet fully support
the IPv6 protocol. This feature is intended for future
use. Do not change the value for this property unless
directed to do so by an Interactive Intelligence Support
representative.
RtpDiagnosticCaptureCipherSuite
Use this property to specify the encryption type that
Interaction Media Server uses for diagnostic capture
files. The following list presents the possible values:
•
AES128_HMACSHA1
•
AES256_HMACSHA1
•
NULL_HMACSHA1
•
NULL_NULL (default)
The diagnostic capture files that Interaction Media
Server creates contain RTP packets along with
metadata about the audio streams. This metadata
aids in the analysis of the call and reconstructing the
audio stream.
The first part of the cipher suite specifies the
encryption algorithm and key strength. The second
part of the algorithm specifies the authentication
method. The NULL value indicates that no encryption
or authentication is used.
Important!
If the Secure Input feature is enabled on the Customer
Interaction Center server, any diagnostic captures on
Interaction Media Server do not use this property to
determine the encryption algorithm. Instead, The
Secure Input feature uses the AES256_HMACSHA1
encryption algorithm to encrypt and authenticate the
DTMF digits in the diagnostic capture.
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RtpDiagnosticCaptureEnabled
When this property is set to true, Interaction Media
Server logs all RTP and RTCP packets, both sent and
received, in a diagnostic capture file with additional
metadata. This feature enables the reconstruction and
analysis of the audio by Interactive Intelligence
personnel.
The Max Concurrently Active Diagnostic Captures
parameter sets the maximum number of concurrent
diagnostic captures that Interaction Media Server can
run. Interaction Media Server stores each diagnostic
capture file in the log directory of the current day, as
shown in the following format:
<number called>_<resource ID>_<random
digits>.hpaacap
Important!
If you enable this property, a large amount of data is
written to the hard disk drive; 40 KB for each call for
each second with the G.711 codec. If you enable
encryption and authentication, there is an additional
load on the CPU. Because of these conditions, enable
diagnostic captures only when needed, as when an
Interactive Intelligence support representative
instructs you to do so.
Note:
If the Secure Input feature is not enabled on the
Customer Interaction Center server, you can encrypt
and authenticate these capture files by specifying a
value for the RtpDiagnosticCaptureCipherSuite
property.
Important!
If you enable the Secure Input feature on the
Customer Interaction Center server, Interaction Media
Server does not record diagnostic captures unless you
specify a log encryption key in the Trace Log
Encryption Key for Secure Input Mode page of the
Diagnostics section of the web interface.
RtpPortRange
In this property, specify the range of ports that
Interaction Media Server uses for receiving RTP
communications. The default value of 16384-32767
accommodates most installations. Interactive
Intelligence recommends a range that does not conflict
with any other applications on the network. For
example, some antivirus programs block certain ports,
so be sure to change this property value to avoid
conflicts.
Specify a port range large enough to support the
maximum number of sessions on Interaction Media
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Server. Each recording session uses four ports—two
for RTP and two reserved for RTCP. For example, a
port range of 20000-40000 supports a maximum of
5000 simultaneous sessions.
You can add multiple ranges of ports by selecting the
Add Value button.
RtpQosDscpValue
If the RtpQosTaggingEnabled property is set to true,
this property specifies the DSCP value to tag to each
RTP packet for Quality of Service (QoS). The
associated list box presents the possible values for this
property as hexadecimal, decimal, binary, and perhop-behavior (PHB) values. The default value is 46
(decimal).
Note: In Interaction Administrator, add values for this
property only in decimal notation.
RtpQosTaggingEnabled
Set this property to true if you want to specify the
DSCP value to tag to each RTP packet for Quality of
Service (QoS). If you set this property to false, DSCP
tagging is disabled.
SecureInputModeEnabled
If your Customer Interaction Center license includes
the Secure Input feature and you enable the feature in
the Server Configuration dialog box in Interaction
Administrator, Customer Interaction Center
automatically sets the value for this property to true
when it connects to this Interaction Media Server. As
each Customer Interaction Center server sets this
property according to its Secure Input feature settings,
changes to this property value do not affect the
functionality of the Secure Input feature.
UdptlAddressLocal
Use this optional property to specify the UDPTL (T.38
or T.30 fax) socket in the same way that the
RtpAddressLocal property specifies the network
interface for communications containing RTP packets.
UdptlAddressLocalMask
Use this optional property to specify the UDPTL (T.38
or T.30 fax) socket in the same way that the
RtpAddressLocalMask property specifies the network
interface for communications containing RTP packets.
UdptlAddressLocalType
Use this property to specify the versions of Internet
Protocol (IP) that this system uses for UDPTL (T.38 or
T.30 fax) communications. Enter a value from the
following list:
•
IP4 – This value indicates that Interaction Media
Server supports only IPv4 addresses.
•
IP6 – This value indicates that Interaction Media
Server supports only IPv6 addresses.
•
IP4IP6 – This value indicates that Interaction
Media Server is required to use both IPv4 and IPv6
addresses.
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Note:
For the IP4IP6 value, Interaction Media
Server must supply acceptable IPv4 and IPv6
addresses or be placed on probation. For more
information about probation, see Probation
status in Windows Event Log.
•
All – This value indicates that Interaction Media
Server supports an IPv4 address, an IPv6 address,
or both addresses, depending on which protocols
are currently installed and available on this host
server.
Caution!
Customer Interaction Center does not yet fully support
the IPv6 protocol. This feature is intended for future
use. Do not change the value for this property unless
directed to do so by an Interactive Intelligence Support
representative.
UdptlPortRange
Use this optional property to specify the UDPTL (T.38
or T.30 fax) socket in the same way that
RtpPortRange configures voice ports.
UdptlQosDscpValue
Use this property to specify the UDPTL (T.38 or T.30
fax) socket in the same way that
RtpQosTaggingEnabled configures voice ports. If
you do not define this property, UDPTL traffic follows
the same QoS tagging rules configured for RTP traffic.
UdptlQosTaggingEnabled
Use this property to specify the UDPTL (T.38 or T.30
fax) socket in the same way that RtpQosDscpValue
configures voice ports. If you do not define this
property, UDPTL traffic follows the same QoS tagging
rules configured for RTP traffic.
Add custom properties to Interaction Media Server
Depending on your configuration or network environment, an Interactive Intelligence support
engineer may direct you to add a custom property. To add a custom property, use the
unlabeled field that is next to the Add button, as displayed in the following image:
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Property override hierarchy for Interaction Media Server
If you have multiple Customer Interaction Center servers, you can configure each Customer
Interaction Center server to use specific values for the properties of a single Interaction Media
Server when it processes audio communications. You can also specify that a Customer
Interaction Center server uses a specific property value for all Interaction Media Servers,
regardless of the value that the Interaction Media Server uses by default.
Interaction Media Server provides for this special requirement through a hierarchy of
overriding values for Interaction Media Server properties. You can define Interaction Media
Server properties in two interfaces: the Interaction Media Server web interface and Interaction
Administrator. Both the Interaction Media Server web interface and Interaction Administrator
support two values: Global and server-specific. Any property values that you define in
Interaction Administrator override the property values you define in the Interaction Media
Server web interface.
The following table contains the different levels in the Interaction Media Server property
override hierarchy, the interfaces in which you define the property-value combinations, and
descriptions of the resulting behavior:
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Override
priority
Application
and interface
Lowest
Interaction
Media Server
web interface
Description
Config >
Properties
Property values that you specify in other interfaces override the
value that you specify in this interface.
Interaction Media Server uses this property-value combination
when it processes audio for interactions from any Customer
Interaction Center server.
Low
Interaction
Media Server
web interface
Config >
Servers >
Properties
This Interaction Media Server property definition overrides the
property defined in the Config-Properties page of the
Interaction Media Server web interface.
Interaction Media Server uses this property-value combination
when it processes audio for interactions from this specific
Customer Interaction Center server.
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High
Interaction
Administrator
Media Server
>
Configuration
This Interaction Media Server property definition overrides all
properties defined through the Interaction Media Server web
interface.
Customer Interaction Center assigns this property-value
combination to any Interaction Media Server when Customer
Interaction Center uses it to process audio for its interactions.
Highest
Interaction
Administrator
Media
Servers >
server name >
Configuration
This Interaction Media Server property definition overrides all
other Interaction Media Server property definitions.
Customer Interaction Center assigns this property-value
combination to this specific Interaction Media Server when
Customer Interaction Center uses it to process audio for its
interactions.
Note:
If you define property values in one interface, those values are not displayed in the other
interfaces. For example, if you define property values in the Interaction Media Server web
interface, those properties and values are not displayed in Interaction Administrator. This
behavior is a result of the override hierarchy as property values that you set in Interaction
Administrator override the values you set in the Interaction Media Server web interface.
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Tip:
If Interaction Media Server exhibits unexpected behavior while processing the audio for
interactions, verify that the property definitions are correct in all four interfaces listed in the
previous table.
Interaction Media Server Config-Diagnostics page
The Diagnostics page enables you to do administrative configuration tasks and set tracing
levels for the different components of Interaction Media Server.
Set encryption key
The Set Encryption Key so sensitive data can be logged in secure input mode hyperlink
displays a page that enables you to enter a key. Interaction Media Server uses that key to
encrypt and decrypt Dual-Tone Multi-Frequency (DTMF) digits in the log file and diagnostic
captures. If this key is not set when the Secure Input feature is enabled, Interaction Media
Server does not record DTMF digits in the log file or diagnostic captures.
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The Trace Log Encryption Key for Secure Input Mode page contains the following
controls:
•
Category – This box contains the name of the feature that uses this encryption key.
•
Instance – This box contains a dynamically generated string consisting of the name of
the Interaction Media Server, the domain, and numeric data representing date and time.
•
Key – This box enables you to enter a key that the encryption algorithm will use to
encrypt DTMF digits in diagnostic captures.
•
Random Key – Use this button to generate an encryption key. The encryption key
replaces any key entered in the Key box.
•
Apply Key – Use this button to set the encryption key for DTMF digits in subsequent
diagnostic captures.
•
Cancel – Use this button to disregard any changes to the controls on this page and return
to the Diagnostics page.
Important!
If you select the Cancel button after selecting the Apply Key button, the encryption
key is not removed and is still applied to DTMF digits in subsequent diagnostic
captures.
When you set an encryption key for the Secure Input feature on this page, Interaction Media
Server does not use the encryption algorithm that is specified in the
RtpDiagnosticCaptureCipherSuite property. Instead, Interaction Media Server uses the
AES256_HMACSHA1 cipher suite.
Important!
If you restart Interaction Media Server, it discards the entered encryption key and returns to
the default behavior of excluding DTMF digits in log files and diagnostic captures.
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Import trace topics
The Import Trace Topics to this media server hyperlink enables you to import a file that
contains trace level settings and apply them to this Interaction Media Server.
Download current trace topics
The Download current Trace Topics of this media server hyperlink enables you to export
the current trace level settings of this Interaction Media Server to a file.
Import configuration file
The Import Configuration File hyperlink enables you to import a configuration file that you
earlier exported from this Interaction Media Server.
Note:
Starting with Interaction Media Server 2015 R2, any upgrade from an earlier version of
Interaction Media Server results in a new <Version> element being added to the configuration
file.
You can also import configuration files that you previously exported from an earlier version of
Interaction Media Server. The Import Configuration File feature in the Config >
Diagnostics section of the web interface automatically adds the new <Version> element.
By default, the configuration file is located at the following path:
D:\I3\IC\Resources\MediaServerConfig.xml
Download current configuration
The Download current Configuration File of this media server hyperlink enables you to
export all current configuration settings of this Interaction Media Server to a file.
Create a diagnostic memory dump
If your Interaction Media Server develops issues and is not performing as expected, you can
use the Create a diagnostic memory dump of the current state of this media server
hyperlink to export the Random Access Memory (RAM) associated with the Interaction Media
Server process to one or more files. You can send these files to an Interactive Intelligence
representative for troubleshooting
For more information about creating memory dumps, see Interaction Media Server memory
dump in the Troubleshoot Interaction Media Server issues section.
Set tracing levels
Tracing levels control the types of messages that Interaction Media Server writes to the log
file, which retains data for seven days.
Caution:
Do not change the default tracing levels without instruction from an Interactive Intelligence
support representative. In most cases, the default tracing levels provide enough information
for Interactive Intelligence to troubleshoot any problem. If you increase tracing levels,
Interaction Media Server can become overloaded and fail to handle simple interaction loads.
Also, if you allow Interaction Media Server to run in that state for an extended time, the
resulting log files can surpass the storage capacity of the system.
The following table provides the trace level settings and associated descriptions:
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Tracing Level
Description
None
No information is written to the log file.
Critical Error
Use this setting to record severe failures that cannot be corrected.
Error
Use this setting to record data for the previous setting and minor
failures that cannot be automatically corrected.
Warning
Use this setting to record data for the previous setting and
conditions that will impair Interaction Media Server without
corrective action.
Status
Use this setting to record data for the previous setting and for the
following information:
Notes
•
Configuration changes
•
Performance metrics
•
Resource usage
Use this setting to record data for the previous setting and for the
following information:
•
Expected failures
•
Minor errors
Verbose Notes
Use this setting to record data for the previous setting and for select
programmatic values.
Ultra Verbose
Use this setting to record events for the previous setting and for
most programmatic values.
All
Use this setting to record all data from Interaction Media Server
operations.
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Interaction Media Server Config-Snmp page
The Snmp page enables you to configure Simple Network Management Protocol (SNMPv2c)
settings for network management systems.
Note:
Interaction Media Server uses the Interactive Intelligence SNMP service, which support
SNMPv1, SNMPv2c, and SNMPv3. The Snmp page enables you to configure settings for only
SNMPv1 and SNMPv2c. To configure the settings for SNMPv3, including user definitions and
encryption, you must use the command line utility that is installed with the service. For
information about usage and syntax for this command line utility, see IC and SNMP Technical
Reference.
The Snmp page contains the following fields:
Field
Accepted
Community
Names
Trap
Settings
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Description
Community
Name
This field specifies the group name under which
Interaction Media Server receives SNMP requests. The
default value is I3MEDIASERVER.
Community
Rights
This field specifies the permissions that an external SNMP
system has for the Management Information Base (MIB)
files on this system. Interactive Intelligence recommends
that you use the default value of READ ONLY.
Community
Name
This field specifies the group name under which
Interaction Media Server sends SNMP trap messages to
the specified destination address.
Trap
Destinations
In this field, enter a list of IP addresses or host names to
receive SNMP trap messages from this Interaction Media
Server.
Security
Accept SNMP
Packets from
these Hosts
Specify the addresses the network management systems
(NMS) for which Interaction Media Server will accept
SNMP requests.
Important!
If you do not specify any hosts, Interaction Media Server
accepts SNMP requests from any host.
Supported
MIBs
Send
Authentication
Trap
Enable this check box to require that the NMS specified in
the Security section provides authentication with SNMP
requests.
Media Server
Click this hyperlink to download the MIB file that contains
the SNMP message definitions and conditions for
Interaction Media Server.
Host
Resources
Click this hyperlink to download the MIB file that contains
the SNMP message definitions and conditions for the
computer hosting Interaction Media Server.
Apply
Select this button to implement any changes that you made to controls in
the Snmp page.
Cancel
Select this button to revert to the settings that were active on this
Interaction Media Server before you made changes.
Note:
You cannot revert to the SNMP configuration by selecting the Cancel button
after you select the Apply button.
Note:
Interactive Intelligence provides the MIB files in this interface for your reference so that you
can be aware of the SNMP trap messages that Interaction Media Server can send.
After you change any fields on this page, select the Apply button to save your changes, which
are then applied to Interaction Media Server.
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Interaction Media Server Config-Administration page
The Administration page enables you to change the administrator user name and password
for Interaction Media Server, and to control remote access to the Interaction Media Server
web-based user interface. This page contains the following fields and controls:
Change Login Credentials
Old User Name
Enter the existing user name that you use to
log on to Interaction Media Server as an
administrator.
Old Password
Enter the existing password for the
administrator account specified in the Old
User Name field.
New User Name
Enter a new user name to use for the
administrative account.
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New Password
Enter a new password for the new user
name.
Confirm New Password
Enter the password again in this field to
ensure that there are no typographical
errors.
Apply button
When you have entered new credentials, use
the Apply button to save these changes and
apply them to Interaction Media Server.
Revert button
If you want to discard any changes that you
have entered, and you have not selected the
Apply button, the Revert button clears the
fields of information.
Note:
Interactive Intelligence strongly recommends that you change the default user name and
password for the Interaction Media Server administrator credentials. You can use any
characters for the user name and password.
HTTP/HTTPS Server
Disable/Enable button
This button controls the ability for remote
computers to access the web-based user
interface for Interaction Media Server. If
you disable HTTP/HTTPS access, you can
access Interaction Media Server only
through a web browser locally on the
system.
REST API
Enable/Disable button
This buttons controls whether this
Interaction Media Server accepts REST API
transactions.
New User Name
Enter a new user name to use for
authenticating REST API transactions.
New Password
Enter a new password for the new user
name.
Confirm New Password
Enter the password again in this field to
ensure that there are no typographical
errors.
Apply button
When you have entered new credentials, use
the Apply button to save these changes and
apply them to this Interaction Media Server.
Revert button
If you want to discard any changes that you
have entered, and you have not selected the
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Apply button, the Revert button clears the
fields of information.
Deactivate Server
Deactivate button
This button stops this Interaction Media
Server from receiving new media processing
requests from all connected Customer
Interaction Center servers. Interaction
Media Server will continue to process current
media operations until the calls with which
they are associated have ended. This
feature is useful for taking an Interaction
Media Server out of service for upgrades or
other maintenance tasks.
Interaction Media Server Config-License page
The License page displays the current license information for Interaction Media Server.
This page contains one interactive element: the Add License hyperlink. When you select this
hyperlink, the following page appears:
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This page enables you to specify the location of a new license file from Interactive Intelligence
by selecting the Choose File button and populating the License File field. After you specify
the license file, select the Submit button to copy this license to Interaction Media Server and
enable it. You are then returned to the page listing the license details.
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Interaction Media Server REST API
Interaction Media Server provides a Representational State Transfer (REST) Application
Programming Interface (API) that is accessible through HyperText Transfer Protocol (HTTP).
Using the REST API enables you to retrieve information from an Interaction Media Server
instance, change its operating state, or to modify its configuration. All message bodies
associated with the REST API use JavaScript Object Notation (JSON).
The Interaction Media Server REST API uses digest authentication to ensure that only users
with a configured user name and password can use it. You can optionally set specific
parameters to require certificates and the TLS protocol, and mutual authentication.
REST API configuration
The Interaction Media Server REST API is disabled by default. To enable and use the REST
API, you must first provide a user name and password.
Enable REST API on an Interaction Media Server
1. From a personal computer or the Interaction Media Server itself, open a web browser and
navigate to the URL address and port number of the Interaction Media Server web
interface. See the following example for the format of specifying this URL address:
http://mediaserver1.mydomain.com:8084/
Note:
Packaged Interaction Media Servers use HTTP port 8083. Software-only installations
of Interaction Media Server default to HTTP port 8084.
You are prompted to supply a user name and password.
2. Log on to the Interaction Media Server configuration webpage with the administrative user
ID and password.
The Status-About page appears.
3. In the upper right corner, click the Config icon.
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The Config-Servers page appears.
4. On the left side of the page, select the Administration tab.
The Config-Administration page is displayed.
136
5. Using the following boxes in the Change REST API Credentials area of the page, supply
credentials that this Interaction Media Server will require for all REST API actions:
•
New User Name
•
New Password
•
Confirm New Password
Note:
You can define only one set of credentials for the REST API. The credentials do not
expire.
6. Select the Apply button.
Interaction Media Server securely stores the credentials in the Windows Registry of the
host computer.
7. In the REST API area of the page, select the Enable button.
8. If you want to use the secure HTTPS protocol for the REST API, set the following
parameters on the Config-Parameters page of the Interaction Media Server web
interface to a value of true:
•
Recording Retrieval Use Mutual Authentication
•
Recording Retrieval HTTPS Required
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Note:
Interactive Intelligence recommends that you use all available security features in
your CIC environment. However, you are responsible for generating and installing
HTTPS certificates, and configuring your network to ensure successful TLS protocol
communications between the Interaction Media Server REST API and any entities that
attempt to interact with it. Interactive Intelligence will not provide technical support
for connectivity or authentication issues with the Interaction Media Server REST API.
REST API usage
REST API commands
The REST API for Interaction Media Server uses the following commands:
GET
Retrieves information
PUT
Submits information as a simple command
POST
Submits data to configure Interaction Media Server by overwriting existing data or
creating new data if it does not currently exist
PATCH
Modifies a portion of an existing data set or file
DELETE
Removes a portion of an existing data set or file
REST API value types
Type
Example values
String
Valid JSON-format string, numbers, true, false, or null
Boolean
•
true
•
false
•
"true"
•
"false"
•
0
•
1
•
123
•
"123"
Integer
Note:
Range restrictions may be applicable.
138
Type
Number
Example values
•
1.5
•
"1.5"
Note:
Range restrictions may be applicable.
OneOf
A string that matches one of the multiple acceptable values for an
Interaction Media Server configuration setting.
Directory
A string containing a directory path or the friendly name of a network
interface on the server.
Network interface
•
"Any" (matches any network interface on the Interaction Media Server
host
•
The IP address of a network interface on the Interaction Media Server
host
•
A friendly name, such as "Local Area Connection"
For example, the Interaction Media Server property, Recording Retrieval
HTTP Interface, can accept "Any" or a friendly name of a network
interface card (NIC) on the Interaction Media Server host.
Port range
•
"16384-32767"
•
"16384,32767"
DSCP value
An integer from 0 to 63
IP address
•
"127.0.0.1"
•
"2001:db8:a0b:12f0::1"
•
"all"
•
"IP4"
•
"IP6"
•
"IP4IP6"
IP address type
CPU mask
An array of Boolean values where the first position represents CPU 0
REST API restrictions
The Interaction Media Server REST API has the following restrictions:
•
The body component of a REST API request must specify the Content-Type header as
application/json. You can exclude the Content-Type header if the body component of
the REST API request is empty. Failure to set the Content-Type header as
application/json for a non-empty body component returns a 400 Bad Request status
code.
•
Uniform Resource Identifiers (URIs) are case-sensitive.
139
•
The REST API allows only the following characters in Interaction Media Server property
names:
:.$-_
0123456789
abcdefghijklmnopqrstuvwxyz
ABCDEFGHIJKLMNOPQRSTUVWXYZ
•
Names for Interaction Media Server parameters and properties are case-sensitive. Ensure
that you use the necessary case when specifying parameter and property names. For
example, a REST API request for the notifierdscpvalue property will not match the
NotifierDscpValue property.
•
Interaction Media Server parameters require a value. If you do not specify a value when
adding a parameter through a PUT request, the REST API uses the default value. You
cannot create custom Interaction Media Server parameters.
•
Interaction Media Server properties do not require a value. If you do not specify a value
when adding a parameter through a PUT request, the REST API does not create a value.
Interaction Media Server disregards any property that does not have a value. You can
create custom Interaction Media Server properties.
•
Some values for Interaction Media Server parameters and properties are restricted in their
length, range, and formats. Failure to specify valid parameter and property values in
REST API request will return an error. For more information about REST API values and
formats, see REST API value types. For more information on valid values for Interaction
Media Server parameters and properties, see Interaction Media Server Config-Parameters
page and Interaction Media Server Config-Properties page.
•
The Interaction Media Server REST API uses the same port as the Recording Retrieval
process on Interaction Media Server. The default value is 8102. You cannot define
separate network ports for the Recording Retrieval process and the REST API. To change
this port number, edit the value for the Recording Retrieval HTTP Port parameter on
the Config-Parameters page of the Interaction Media Server web interface.
HTTP status codes
The REST API will return one of the following HTTP status codes for any received request:
Status code
Disposition
Description
200 OK
Success
The REST API response message contains a body.
201 Created
Success
The REST API created the requested POST action. The
response message may include a Location header.
204 No Content
Success
The REST API completed the request but the response
message does not contain a body. This status code is
common for POST, PUT, and DELETE actions.
400 Bad Request
Failure
The REST API could not process the content in the
body of the request message. An example of this
error is an invalid parameter value.
401 Unauthorized
Failure
The REST API could not authenticate the supplied
credentials.
404 Not Found
Failure
The resource specified in the REST API request does
not exist. An example of this error is an invalid
command server ID.
140
405 Method Not
Allowed
Failure
The HTTP method (REST API commands), such as
POST, PUT, and DELETE, is not valid for the specified
resource.
409 Conflict
Failure
The REST API could not complete the DELETE request
of a command server.
500 Internal
Server Error
Failure
There is a significant problem on the host computer
that prevents the REST API from carrying out the
request.
Note:
Error messages for the 400 and 404 status codes are returned in the body of the response.
Example
404 Not Found
{
"status": 404,
"message": "No Command Server with the ID '8' exists",
"messageWithParams": "No Command Server with the ID '{@segment}' exists",
"messageParams": {
"segment": "8"
},
"code": "error.restresourcelib.resource.invalid"
}
REST API tools
As REST API uses standardized commands over a network connection using HTTP, there are
many different tools you can use.
As with any feature in a CIC environment, Interactive Intelligence recommends that you do
adequate testing in a development instance to ensure that your implementation and method
of using the REST API cover all necessary use cases.
Web browser extensions and plug-ins
Most modern web browsers have extensions or plug-ins that enable you to use REST APIs.
Some of these items may not provide enough features, such as Digest Authentication or
setting header content types, to be useful with Interaction Media Server REST API.
Search the repositories or stores of your specific web browser for available REST API client
extensions or plug-ins.
Most web browser REST API tools will prompt you for the REST API credentials when you send
the request. As such, you do not have to generate an encrypted credentials token in the
header of the request.
cURL command line tool and library
The cURL command line tool and library is an open source project that enables you to transfer
data using URL syntax. cURL is available for a wide variety of operating systems.
For more information about cURL and to download it, use the following website:
http://curl.haxx.se/
141
Windows PowerShell
Microsoft Windows PowerShell is an advanced terminal that uses the .NET Framework to
provide advanced capabilities and functionality over that of Command Prompt. You can create
scripts and run commands from the terminal.
Important!
The Invoke-RestMethod command requires Windows PowerShell 3.0 or later. You can
download the latest version of Windows PowerShell as part of the Windows Management
Framework from http://www.microsoft.com.
Important!
In the following Windows PowerShell examples, you must substitute the text instances in bold
italic font (username, password, uri) with information specific for your Interaction Media
Server implementation and configuration, such as the configured REST API user
name/password and the Fully-Qualified Domain Name (FQDN) or IP address of the Interaction
Media Server.
Sample GET script for Windows PowerShell
$cred = New-Object System.Management.Automation.PSCredential ("username", (ConvertToSecureString "password" -AsPlainText -Force))
Invoke-RestMethod http://uri:8102/api/v1/server/about -Method Get -Credential $cred
Sample POST script for Windows PowerShell
$body = ConvertTo-Json @{ "TestProperty" = "TestValue" }
$cred = New-Object System.Management.Automation.PSCredential ("username",(ConvertToSecureString "password" -AsPlainText -Force))
Invoke-RestMethod http://url:8102/api/v1/server/properties -Method Patch ContentType "application/json" -Credential $cred -Body $body
Programming languages
•
You can use compiled programming languages like C, C++, C#, Java, and others to create programs
that communicate with the Interaction Media Server REST API.
•
You can use interpreted programming languages such as JavaScript, Python, and Ruby to create
programs that communicate with the Interaction Media Server REST API.
•
You can integrate communication with the Interaction Media Server REST API in existing applications
for which you have source code.
Python version 3.4 example for various GET requests
# Python 3.4
# ms-get.py
# This Python example uses the Requests HTTP library, which is documented at
# http://docs.python-requests.org
# To install the Requests HTTP library for Python, execute
# 'pip install requests'
# Note: You must have an Internet connection to download and install the
# Requests library for Python.
import requests
from requests.auth import HTTPDigestAuth
import json
# This example uses the Colorama library to provide colors in the terminal,
# which is documented at https://pypi.python.org/pypi/colorama. To install the
# Colorama library for Python, execute 'pip install colorama'
from colorama import init, Fore, Back, Style
142
init()
# GET REST API URIs for Interaction Media Server
about = "/api/v1/server/about"
engstat = "/api/v1/server/enginestatus"
props = "/api/v1/server/properties"
parms = "/api/v1/server/parameters"
cmdservs = "/api/v1/commandservers"
deact = "/api/v1/server/deactivationstatus"
print(Style.BRIGHT + Fore.YELLOW + "---------------")
print("Enter the FQDN or IP address of the Interaction Media Server to query:")
url = input("Interaction Media Server address: ")
print("")
print("---------------")
print("Enter the port number to use for the REST API call")
print("Entering no value will use the default port 8102")
port = input("Port: ")
if ( port == "" ):
port = "8102"
url = "http://" + url + ":" + port
print("---------------")
print("Enter the number of the GET request that you want to execute: ")
print ("")
print("1 - About")
print("2 - Media engine statuses")
print("3 - All properties")
print("4 - All parameters")
print("5 - Defined command (CIC) servers")
print("6 - Deactivation status")
print("")
gettype = input("GET request: ")
list = ["1","2","3","4","5","6"]
if (gettype not in list):
print(Fore.RED + "ERROR: You must enter a valid selection number!")
quit()
else:
if ( gettype == "1" ):
url = url + about
if (gettype == "2"):
url = url + engstat
if (gettype == "3"):
url = url + props
if (gettype == "4"):
url = url + parms
if (gettype == "5"):
url = url + cmdservs
if (gettype == "6"):
url = url + deact
print("---------------")
# Prompt user to supply REST API user name and password
myResponse = requests.get(url,auth=HTTPDigestAuth(input("Enter the REST API user name:
"), input("Enter the REST API password: ")), verify=True)
# For a successful Interaction Media Server REST API call, the response code
# will be 200 (OK).
if(myResponse.ok):
print(Fore.GREEN + "---------------")
print("Received information:")
print("")
print(json.dumps(myResponse.json(), indent=4))
else:
# If response code is not ok (200), print the resulting http error code with
description
myResponse.raise_for_status()
# Reset colors and style of output terminal
143
print('\033[30m')
REST API methods
Activation and deactivation
/api/v1/server/deactivate (PUT)
The deactivate PUT method starts the deactivation process of an Interaction Media server. If
the Interaction Media Server is already deactivated or is in the process of deactivating, no
change occurs.
Request body
None
Response
200 OK status code with the following content in the body of the response:
{
"deactivationStatus" : "deactivating"
}
Field name
Type
deactivationStatus
string
Responses
•
deactivating
•
deactivated
/api/v1/server/activate (PUT)
The activate PUT method starts the activation process of a deactivated Interaction Media
server or cancels an unfinished deactivation process. If the Interaction Media Server is
already activated or is in the process of activating, no change occurs.
Request body
None
Response
200 OK status code with the following content in the body of the response:
{
"deactivationStatus" : "activated"
}
Field name
Type
Responses
deactivationStatus
string
activated
/api/v1/server/deactivationstatus (GET)
The deactivationstatus GET method retrieves the current activation status for an
Interaction Media Server.
Request body
None
144
Response
200 OK status code with the following content in the body of the response:
{
"deactivationStatus" : "deactivating",
"commandServers" :
[
{
"id" : 1,
"notifierHost" : "host1",
"icServerName" : "HOST1",
"activeResources" : 2,
"status" : "active",
"details" : "Server is processing requests",
"clientId" : "dfba5ca4-ff1b-4db9-90ea-f3ee360d9573",
"recordingRescueId" : "935892e1-c2cd-4732-b236-b3e51f22dbd3",
"acceptingSessions" : true,
"cpuCapacity" : "2532"
},
{
"id" : 2,
"notifierHost" : "host2",
"icServerName" : "HOST2",
"activeResources" : 5,
"status" : "active",
"details" : "Server is processing requests",
"clientId" : "28431a29-d7fb-4ebc-a9a6-04391063a581",
"recordingRescueId" : "a11daf33-f5c4-4031-a2ba-b70afcba15c1",
"acceptingSessions" : true,
"cpuCapacity" : "Not Applicable"
}
]
}
Field name
deactivationStatus
commandServers
Type
string
An array of
CommandServerInfo
objects, as displayed
in the above
example
Responses
•
deactivating
•
deactivated
•
activated
This field is present in the response only when
the status of the Interaction Media Server is
deactivating. The response body also
contains the number of remaining active
resources that must conclude before
deactivation can complete.
Command servers
/api/v1/commandservers (GET)
The commandservers GET method retrieves a listing of configured Customer Interaction Center
servers for an Interaction Media Server.
Request body
None
145
Response
200 OK status code with the following content in the body of the response:
{
"commandServers" :
[
{
"id" : 1,
"notifierHost" : "host1",
"icServerName" : "HOST1",
"activeResources" : 0,
"status" : "active",
"details" : "Server is processing requests",
"clientId" : "dfba5ca4-ff1b-4db9-90ea-f3ee360d9573",
"recordingRescueId" : "935892e1-c2cd-4732-b236-b3e51f22dbd3",
"acceptSessionsStatus": true,
"acceptSessions": true,
"cpuCapacity" : "2532"
},
{
"id" : 2,
"notifierHost" : "host2",
"icServerName" : "HOST2",
"activeResources" : 5,
"status" : "active",
"details" : "Server is processing requests",
"clientId" : "28431a29-d7fb-4ebc-a9a6-04391063a581",
"recordingRescueId" : "a11daf33-f5c4-4031-a2ba-b70afcba15c1",
"acceptSessionsStatus": true,
"acceptSessions": true,
"cpuCapacity" : "Not Applicable"
}
]
}
Field name
commandServers
Type
array of CommandServerInfo
objects
Responses
An array of command servers
and related information for
each.
/api/v1/commandservers (POST)
The commandservers POST method adds a Customer Interaction Center server instance to the
configuration of an Interaction Media Server.
Note:
After adding a CIC server to an Interaction Media Server with this command, you must use
Interaction Administrator to trust the new connection for the specified CIC server.
146
Request body
Field name
notifierHost
Type
string
Description
The host name of the CIC server on which the Notifier
service runs.
This field is optional. You can omit this field for
connections to a CIC server on the same host as the
Interaction Media Server.
Note:
Interactive Intelligence does not recommend running the
CIC server and an Interaction Media Server on the same
host in a production environment.
icUserId
string
The user name to use for authentication into the CIC
server
icPassword
string
The password for the supplied CIC user name.
acceptSessions
bool
If you set the value for this field to True, the Interaction
Media Server will accept sessions from the specific
command server.
This field is optional. The default value is True.
copyPropertiesFromId
int
If you want to copy the properties that are already
configured for another command (CIC) server defined on
this Interaction Media Server, provide the numerical
identifier of that command server as the value for this
field.
This field is optional.
147
Responses
Status code
201 Created
Location: uri
and numeric
identifier
400 Bad Request
Response body examples
{
"id" : 3,
"notifierHost" : "host3",
"icServerName" : "HOST3",
"activeResources" : 0,
"status" : "active",
"details" : "Server is processing requests",
"clientId" : "ce699a67-5df5-49ce-9c57-562b657bc7a4",
"recordingRescueId" : "e31a15f0-ca3c-4cbf-a720-03c877217037",
"acceptSessionsStatus": true,
"acceptSessions": true,
"cpuCapacity" : "Not Applicable",
"certificate": {
"certSerialNumber": "1234567890",
"issuer": {
"organization": "Servers",
"organizationalUnit": "IC Certificate Authority
(3065270705)",
"commonName": "EXAMPLE"
},
"subject": {
"organization": "Servers",
"organizationalUnit": "EXAMPLE- IC Certificates API
Library (0987654321)",
"commonName": "1234567890
}
}
}
{
status: 400
message: "Unable to establish Notifier connection for certificate
request. NotifierHost=localhost, UserId=example_user,
Notifier Error: Access is denied. Please check your
username and password. If the problem persists, contact
your administrator."
messageWithParams: "Unable to establish Notifier connection for
certificate request.
NotifierHost={@notifierHost},
UserId={@userId}, Notifier Error: {@error}"
messageParams: {
error: "Access is denied. Please check your username and
password. If the problem persists, contact your
administrator."
notifierHost: "localhost"
userId: "devlab_user"
}
code: "error.restresourcelib.request.invalid"
}
/api/v1/commandservers/{id} (GET)
The commandservers/{id} GET method retrieves the configured definition of a specified CIC
server on an Interaction Media Server.
The {id} variable represents an integer that uniquely identifies the CIC server on an
Interaction Media Server. The identifier is, commonly, a single digit, such as 1 or 2.
148
Note:
A common CIC server may have different numerical IDs on separate Interaction Media
Servers.
Request body
None
Response
Status code
200 OK
Response body examples
{
"id" : 1,
"notifierHost" : "host1",
"icServerName" : "HOST1",
"activeResources" : 5,
"status" : "active",
"details" : "Server is processing requests",
"clientId" : "dfba5ca4-ff1b-4db9-90ea-f3ee360d9573",
"recordingRescueId" : "935892e1-c2cd-4732-b236-b3e51f22dbd3",
"acceptSessionsStatus": true,
"acceptSessions": true,
"cpuCapacity" : "2532",
}
404 Not Found
{
"status": 404,
"message": "No Command Server with the ID '{id}' exists",
"messageWithParams": "No Command Server with the ID '{@segment}'
exists",
"messageParams": {
"segment": "{id}"
},
"code": "error.restresourcelib.resource.invalid"
}
/api/v1/commandservers/{id} (PATCH)
The commandservers/{id} PATCH method modifies the configured definition of a specified CIC
server on an Interaction Media Server.
The {id} variable represents an integer that uniquely identifies the CIC server on an
Interaction Media Server. The identifier is, commonly, a single digit, such as 1 or 2.
Request body
Field name
acceptSessions
Type
bool
Description
If you set the value for this field to True, the Interaction
Media Server will accept sessions from the specific
command server.
This field is optional. The default value is True.
149
Response
Status code
200 OK
Response body examples
{
"id" : 1,
"notifierHost" : "host1",
"icServerName" : "HOST1",
"activeResources" : 5,
"status" : "active",
"details" : "Server is processing requests",
"clientId" : "dfba5ca4-ff1b-4db9-90ea-f3ee360d9573",
"recordingRescueId" : "935892e1-c2cd-4732-b236-b3e51f22dbd3",
"acceptSessionsStatus": true,
"acceptSessions": true,
"cpuCapacity" : "2532",
}
400 Bad Request
{
"status": 400,
"message": "Invalid acceptSessions value: Value is of type String",
"messageWithParams": "Invalid {@fieldName} value: Value is of type
{@fieldValueType}",
"messageParams": {
"fieldname": "acceptSessions",
"fieldValueType": "String"
},
"code": "error.restresourcelib.request.field.invalidValue"
}
404 Not Found
{
"status": 404,
"message": "No Command Server with the ID '{id}' exists",
"messageWithParams": "No Command Server with the ID '{@segment}'
exists",
"messageParams": {
"segment": "{id}"
},
"code": "error.restresourcelib.resource.invalid"
}
/api/v1/commandservers/{id} (DELETE)
The commandservers/{id} DELETE method removes the configured definition of a specified
CIC server from an Interaction Media Server.
The {id} variable represents an integer that uniquely identifies the CIC server on an
Interaction Media Server. The identifier is, commonly, a single digit, such as 1 or 2.
Parameters
This method supports the use of an optional force query parameter. The force parameter
enables you to specify if the REST API should delete a command server definition from an
Interaction Media Server if that command server still has active sessions being processed by
the Interaction Media Server. The default value for the force parameter is false.
To specify the force query parameter, append a question mark (?) to the end of the URI
address followed by force= and a Boolean value, such as 1 or true.
Example:
http://192.168.1.100:8102/api/v1/commandservers/1?force=true
The force query parameter accepts the following values:
150
•
false or 0
The REST API will not delete the specified command server definition if it still has active
sessions being processed on this Interaction Media Server.
false is the default value and is used if this force query parameter is not specified.
•
true or 1
The REST API will delete the specified command server definition from this Interaction
Media Server even if it has active sessions being processed.
Request body
None
Response
Status code
204 No Content
404 Not Found
Response body examples
None
{
"status": 404,
"message": "No Command Server with the ID '{id}' exists",
"messageWithParams": "No Command Server with the ID '{@segment}'
exists",
"messageParams": {
"segment": "{id}"
},
"code": "error.restresourcelib.resource.invalid"
}
409 Conflict
This status code indicates that the force query parameter is false or
missing while the specified command server still has active sessions on this
Interaction Media Server.
/api/v1/commandservers/{id}/certificate (GET)
The commandserver/{id}/certificate GET method retrieves certificate information for a
specific CIC server defined on an Interaction Media Server.
The {id} variable represents an integer that uniquely identifies the CIC server on an
Interaction Media Server. The identifier is, commonly, a single digit, such as 1 or 2.
Request body
None
151
Response
Status code
200 OK
Response body examples
{
"id": 1
"notifierHost": "localhost"
"certificate": {
"certSerialNumber": "0123456789",
"issuer": {
"organization": "Servers",
"organizationalUnit": "IC Certificate Authority (3032158907)",
"commonName": "EXAMPLE"
}
"subject": {
"organization": "Servers",
"organizationalUnit": "CLAY - IC Certificates API Library
(1919191919)",
"commonName": "0123456789"
}
}
}
404 Not Found
{
"status": 404,
"message": "No Command Server with the ID '{id}' exists",
"messageWithParams": "No Command Server with the ID '{@segment}'
exists",
"messageParams": {
"segment": "{id}"
},
"code": "error.restresourcelib.resource.invalid"
}
/api/v1/commandservers/{id}/properties (GET)
The commandservers/{id}/properties GET method retrieves any Interaction Media Server
properties defined specifically for a specified command (CIC) server.
The {id} variable represents an integer that uniquely identifies the CIC server on an
Interaction Media Server. The identifier is, commonly, a single digit, such as 1 or 2.
If no properties are defined on the Interaction Media Server for the specified command server,
the body of the response is empty.
Note:
This method does not retrieve general Interaction Media Server properties that are applied to
all command servers or Interaction Media Server properties that you set on the CIC server
through Interaction Administrator. For more information about the various levels at which you
can apply Interaction Media Server properties, see Property override hierarchy for Interaction
Media Server.
Request body
None
152
Response
Status code
200 OK
Response body examples
{
"MaxResourceIdle":"20"
}
404 Not Found
{
"status": 404,
"message": "No Command Server with the ID '{id}' exists",
"messageWithParams": "No Command Server with the ID '{@segment}'
exists",
"messageParams": {
"segment": "{id}"
},
"code": "error.restresourcelib.resource.invalid"
}
/api/v1/commandservers/{id}/properties (PATCH)
The commandservers/{id}/properties PATCH method modifies the value of an existing
property defined through this Interaction Media Server for a specified command (CIC) server.
You can also delete existing properties for a specified command server on this Interaction
Media Server by supplying a null value.
The {id} variable represents an integer that uniquely identifies the CIC server on an
Interaction Media Server. The identifier is, commonly, a single digit, such as 1 or 2.
Note:
This method does not apply to general Interaction Media Server properties that are applied to
all command servers or Interaction Media Server properties that you set on the CIC server
through Interaction Administrator. For more information about the various levels at which you
can apply Interaction Media Server properties, see Property override hierarchy for Interaction
Media Server.
.Request body
The body of the REST API request for this method is a JSON-formatted list of properties and
values, as shown in the following example:
{
"NotifierDscpValue": "46",
"NotifierQosTaggingEnabled": "true",
"RtpPortRange": "16384-32767",
"RtpQosDscpValue": "46",
"RtpQosTaggingEnabled": "true"
}
Any properties that already exist for the specified command server but are not specified in the
body of the REST API request will be unchanged.
To delete a property for the specified command server, provide a null value for the property in
the body of the REST API request, as shown in the following example:
{
"MaxResourceIdle": null
}
153
Response
Status code
200 OK
Response body examples
{
"NotifierDscpValue": "46",
"NotifierQosTaggingEnabled": "true",
"RtpPortRange": "16384-32767",
"RtpQosDscpValue": "46",
"RtpQosTaggingEnabled": "true"
}
If the command server definition has no properties, the REST API returns an
empty object:
{}
400 Bad Request
404 Not Found
There is an error in the body of the REST API request, due to invalid JSON
syntax, an invalid property name, or an invalid value.
{
"status": 404,
"message": "No Command Server with the ID '{id}' exists",
"messageWithParams": "No Command Server with the ID '{@segment}'
exists",
"messageParams": {
"segment": "{id}"
},
"code": "error.restresourcelib.resource.invalid"
}
/api/v1/commandservers/{id}/properties (PUT)
The commandservers/{id}/properties PUT method adds a new set of properties or
overwrites an existing set of properties for a defined command (CIC) server on this Interaction
Media Server.
The {id} variable represents an integer that uniquely identifies the CIC server on an
Interaction Media Server. The identifier is, commonly, a single digit, such as 1 or 2.
Note:
This method does not apply to general Interaction Media Server properties that are applied to
all command servers or Interaction Media Server properties that you set on the CIC server
through Interaction Administrator. For more information about the various levels at which you
can apply Interaction Media Server properties, see Property override hierarchy for Interaction
Media Server.
Request body
The body of the REST API request for this method is a JSON-formatted list of properties and
values, as shown in the following example:
{
"NotifierDscpValue": "46",
"NotifierQosTaggingEnabled": "true",
"RtpPortRange": "16384-32767",
"RtpQosDscpValue": "46",
"RtpQosTaggingEnabled": "true"
}
154
Caution!
Any properties that already exist for the specified command server but are not specified in the
body of the REST API request are deleted with this method. If you want to modify one
property value among several property values for the specified command server, use the
PATCH method.
Response
Status code
200 OK
Response body examples
{
"NotifierDscpValue": "46",
"NotifierQosTaggingEnabled": "true",
"RtpPortRange": "16384-32767",
"RtpQosDscpValue": "46",
"RtpQosTaggingEnabled": "true"
}
Important!
You will not be notified of any existing properties that are deleted as a result
of this PUT method.
400 Bad Request
404 Not Found
There is an error in the body of the REST API request, due to invalid JSON
syntax, an invalid property name, or an invalid value.
{
"status": 404,
"message": "No Command Server with the ID '{id}' exists",
"messageWithParams": "No Command Server with the ID '{@segment}'
exists",
"messageParams": {
"segment": "{id}"
},
"code": "error.restresourcelib.resource.invalid"
}
/api/v1/commandservers/{id}/properties/{property-name} (GET)
The commandservers/{id}/properties/{property-name} GET method retrieves a single
property and its value for a command (CIC) server definition on the Interaction Media Server.
The {id} variable represents an integer that uniquely identifies the CIC server on an
Interaction Media Server. The identifier is, commonly, a single digit, such as 1 or 2.
The {property-name} variable represents the name of the Interaction Media Server property
defined for this command server. This character string is case-sensitive. Failure to match
case in the name of the property results in a 404 Not Found status code.
Request body
None
155
Response
Status code
Response body examples
200 OK
{
"value": "20",
}
404 Not Found
{
"status":404,
"message":"No Property with the ID 'maxresourceidle' exists",
"messageWithParams":"No Property with the ID '{@segment}' exists",
"messageParams":
{
"segment":"maxresourceidle"
},
"code":"error.restresourcelib.resource.invalid"
}
/api/v1/commandservers/{id}/properties/{property-name} (PUT)
The commandservers/{id}/properties/{property-name} PUT method creates or overwrites
an Interaction Media Server property and its value for a command (CIC) server defined on the
Interaction Media Server.
The {id} variable represents an integer that uniquely identifies the CIC server on an
Interaction Media Server. The identifier is, commonly, a single digit, such as 1 or 2.
The {property-name} variable represents the name of the Interaction Media Server property
defined for this command server. This character string is case-sensitive. Failure to match
case in the name of the property when attempting to overwrite an existing property value
results in a 404 Not Found status code.
Request body
Field name
value
Type
Value
string
Provide a value to set for the specified property. Enclose the value in
quotation marks.
{
"value":"40"
}
Response
Status code
200 OK
Response body examples
This status code is returned for modifications of existing properties of a
command server defined on the Interaction Media Server.
{
"value": "40"
}
156
Status code
Response body examples
201 Created
This status code is returned for newly created properties in a command
server definition on the Interaction Media Server.
{
"value": "40"
}
404 Not Found
{
"status":404,
"message":"No Property with the ID 'maxresourceidle' exists",
"messageWithParams":"No Property with the ID '{@segment}' exists",
"messageParams":
{
"segment":"maxresourceidle"
},
"code":"error.restresourcelib.resource.invalid"
}
/api/v1/commandservers/{id}/properties/{property-name} (DELETE)
The commandservers/{id}/properties/{property-name} DELETE method removes an
Interaction Media Server property from the command (CIC) server definition on an Interaction
Media Server.
The {id} variable represents an integer that uniquely identifies the CIC server on an
Interaction Media Server. The identifier is, commonly, a single digit, such as 1 or 2.
The {property-name} variable represents the name of the Interaction Media Server property
defined for this command server. This character string is case-sensitive. Failure to match
case in the name of the property when attempting to delete an existing property value results
in a 404 Not Found status code.
Request body
Field name
value
Type
string
Value
Provide a value to set for the specified property. Enclose the value in
quotation marks.
{
"value":"40"
}
Response
Status code
204 No Content
Response body examples
No response body is included with this status code, which indicates that the
property was successfully deleted.
157
Status code
404 Not Found
Response body examples
{
"status":404,
"message":"No Property with the ID 'maxresourceidle' exists",
"messageWithParams":"No Property with the ID '{@segment}' exists",
"messageParams":
{
"segment":"maxresourceidle"
},
"code":"error.restresourcelib.resource.invalid"
}
Configuration and statistics
/api/v1/server/parameters (GET)
The server/parameters GET method retrieves all defined parameters on an Interaction Media
Server.
Request body
None
Response
Status code
200 OK
Response body examples
{
"AsrWorkerMaxWorkRatio": "1.5",
"AsrWorkerThreadPriority": "BelowNormal",
"AsrWorkerThreadsMax": "-1",
"AudioEngineCpuMask": ["true", "true", "false"],
"AudioEngineLoadLimit": "0.8",
"AudioEngineSelectionAlgorithm": "Dynamic",
"AudioEngineThreadPriority": "TimeCritical",
"AudioEngineUdpSenderLoopback": "ForceForLocalAddresses",
"CreateMemoryDumpOnEngineFault": "Full",
"HttpClientCacheDirectory": "D:/I3/IC/ininmediaserver_http_cache/",
"HttpTraceLogAccess": "Disabled",
"HyperThreadedAudioEngines": "true",
"MaxActiveDiagnosticCaptures": "32",
"MaxAudioEngineCount": "0",
"MinSchedulerLatency": "4",
"ProcessPriorityClass": "AboveNormal",
"RecordingHttpCapacity": "100",
"RecordingHttpInterface": "Any",
"RecordingHttpPort": "8102",
"RecordingHttpThreadPriority": "BelowNormal",
"RecordingHttpsMutualAuth": "false",
"RecordingHttpsRequired": "false"
}
/api/v1/server/parameters (PATCH)
The server/parameters PATCH method modifies one or more specified Interaction Media
Server parameters. The REST API retains any existing parameters and values that are not
specified in the PATCH request.
158
Request body
The body of the server/parameters PATCH request requires a list of Interaction Media Server
parameters and values in JSON format as displayed in the following example:
{
"RecordingHttpsMutualAuth": true,
"RecordingHttpsRequired": true
}
Response
Status code
200 OK
Response body examples
A successful server/parameters PATCH request returns all Interaction
Media Server parameters and values.
{
"AsrWorkerMaxWorkRatio": "1.5",
"AsrWorkerThreadPriority": "BelowNormal",
"AsrWorkerThreadsMax": "-1",
"AudioEngineCpuMask": ["true", "true", "false"],
"AudioEngineLoadLimit": "0.8",
"AudioEngineSelectionAlgorithm": "Dynamic",
"AudioEngineThreadPriority": "TimeCritical",
"AudioEngineUdpSenderLoopback": "ForceForLocalAddresses",
"CreateMemoryDumpOnEngineFault": "Full",
"HttpClientCacheDirectory": "D:/I3/IC/ininmediaserver_http_cache/",
"HttpTraceLogAccess": "Disabled",
"HyperThreadedAudioEngines": "true",
"MaxActiveDiagnosticCaptures": "32",
"MaxAudioEngineCount": "0",
"MinSchedulerLatency": "4",
"ProcessPriorityClass": "AboveNormal",
"RecordingHttpCapacity": "100",
"RecordingHttpInterface": "Any",
"RecordingHttpPort": "8102",
"RecordingHttpThreadPriority": "BelowNormal",
"RecordingHttpsMutualAuth": "true",
"RecordingHttpsRequired": "true"
}
400 Bad Request
For a failed server/parameters PATCH request, the response body contains
information as to the problem, such as invalid syntax, an invalid parameter
name, or an invalid value.
{
status: 400
message: "The ID 'MaxResourceIdle' is not a valid Parameter ID"
messageWithParams: "The ID '{@name}' is not a valid Parameter ID"
messageParams: {
name: "MaxResourceIdle"
}
code: "error.restresourcelib.request.field.notRecognized"
}
/api/v1/server/parameters (PUT)
The server/parameters PUT method overwrites the entire set of parameters for an
Interaction Media Server.
Request body
The REST API automatically adds any required parameters with default values if you do not
include them in the body of the server/parameters PUT request.
159
{
"AsrWorkerMaxWorkRatio": "1.5",
"AsrWorkerThreadPriority": "BelowNormal",
"AsrWorkerThreadsMax": "-1",
"AudioEngineCpuMask": ["true", "true", "false"],
"AudioEngineLoadLimit": "0.8",
"AudioEngineSelectionAlgorithm": "Dynamic",
"AudioEngineThreadPriority": "TimeCritical",
"AudioEngineUdpSenderLoopback": "ForceForLocalAddresses",
"CreateMemoryDumpOnEngineFault": "Full",
"HttpClientCacheDirectory": "D:/I3/IC/ininmediaserver_http_cache/",
"HttpTraceLogAccess": "Disabled",
"HyperThreadedAudioEngines": "true",
"MaxActiveDiagnosticCaptures": "32",
"MaxAudioEngineCount": "0",
"MinSchedulerLatency": "4",
"ProcessPriorityClass": "AboveNormal",
"RecordingHttpCapacity": "100",
"RecordingHttpInterface": "Any",
"RecordingHttpPort": "8102",
"RecordingHttpThreadPriority": "BelowNormal",
"RecordingHttpsMutualAuth": "false",
"RecordingHttpsRequired": "false"
}
Response
Status code
200 OK
Response body examples
A successful server/parameters PUT request returns all Interaction Media
Server parameters and values.
{
"AsrWorkerMaxWorkRatio": "1.5",
"AsrWorkerThreadPriority": "BelowNormal",
"AsrWorkerThreadsMax": "-1",
"AudioEngineCpuMask": ["true", "true", "false"],
"AudioEngineLoadLimit": "0.8",
"AudioEngineSelectionAlgorithm": "Dynamic",
"AudioEngineThreadPriority": "TimeCritical",
"AudioEngineUdpSenderLoopback": "ForceForLocalAddresses",
"CreateMemoryDumpOnEngineFault": "Full",
"HttpClientCacheDirectory": "D:/I3/IC/ininmediaserver_http_cache/",
"HttpTraceLogAccess": "Disabled",
"HyperThreadedAudioEngines": "true",
"MaxActiveDiagnosticCaptures": "32",
"MaxAudioEngineCount": "0",
"MinSchedulerLatency": "4",
"ProcessPriorityClass": "AboveNormal",
"RecordingHttpCapacity": "100",
"RecordingHttpInterface": "Any",
"RecordingHttpPort": "8102",
"RecordingHttpThreadPriority": "BelowNormal",
"RecordingHttpsMutualAuth": "true",
"RecordingHttpsRequired": "true"
}
160
Status code
400 Bad Request
Response body examples
For a failed server/parameters PUT request, the response body contains
information as to the problem, such as invalid syntax, an invalid parameter
name, or an invalid value.
A failure prevents the REST API from applying any parameters and values
specified in the body of the request.
{
"status":400,
"message":"The ID 'AsrworkerMaxWorkRatio' is not a valid Parameter
ID",
"messageWithParams":"The ID '{@name}' is not a valid Parameter ID",
"messageParams":
{
"name":"AsrworkerMaxWorkRatio"
},
"code":"error.restresourcelib.request.field.notRecognized"
}
/api/v1/server/parameters/{parameter-name} (GET)
The server/parameters/{parameter-name} GET method retrieves a specified parameter and
its value from an Interaction Media Server.
The {parameter-name} variable represents an existing Interaction Media Server parameter
name. This character string is case-sensitive. Failure to match case in the name of the
parameter results in a 404 Not Found status code.
Request body
None
Response
Status code
200 OK
Response body examples
{
"value": "{parameter value}"
}
404 Not Found
For a failed server/parameters/{parameter-name} GET request, the
response body contains information as to the problem, such as invalid
syntax, an invalid parameter name, or an invalid value.
{
"status":404,
"message":"No Parameter with the ID 'MaxResourceIdle' exists",
"messageWithParams":"No Parameter with the ID '{@segment}' exists",
"messageParams":
{
"segment":"MaxResourceIdle"
},
"code":"error.restresourcelib.resource.invalid"
}
161
/api/v1/server/parameters/{parameter-name} (PUT)
The server/parameters/{parameter-name} PUT method overwrites a single Interaction
Media Server parameter and its value.
The {parameter-name} variable represents an existing Interaction Media Server parameter
name. This character string is case-sensitive. Failure to match case in the name of the
parameter results in a 400 Bad Request status code.
Request body
{
"value":"{value-string}"
}
Response
Status code
200 OK
Response body examples
{
"AsrWorkerThreadPriority": "Normal",
}
400 Bad Request
For a failed server/parameters/{parameter-name} PUT request, the
response body contains information as to the problem, such as invalid
syntax, an invalid parameter name, or an invalid value.
{
"status":400,
"message":"The ID 'AsrworkerMaxWorkRatio' is not a valid Parameter
ID",
"messageWithParams":"The ID '{@name}' is not a valid Parameter ID",
"messageParams":
{
"name":"AsrworkerMaxWorkRatio"
},
"code":"error.restresourcelib.request.field.notRecognized"
}
/api/v1/server/properties (GET)
The server/properties GET method retrieves all properties configured for an Interaction
Media Server.
Note:
These properties are those set through the Config-Properties page of the Interaction Media
Server web interface. These properties do not include properties set for a specific command
server through the web interface or properties set for this Interaction Media Server through
Interaction Administrator and stored on the CIC server.
Request body
None
162
Response
Status code
200 OK
Response body examples
{
"AudioSourceBaseUri":"D:\\I3\\IC\\Resources\\",
"NotifierDscpValue":"46",
"NotifierQosTaggingEnabled":"true",
"ResourceBaseUriLocal":"D:\\I3\\IC\\Media\\",
"RtpPortRange":"16384-32767",
"RtpQosDscpValue":"46",
"RtpQosTaggingEnabled":"true",
"CustomProperty1": "CustomValue1",
"CustomProperty2": "CustomValue2"
}
/api/v1/server/properties (PATCH)
The server/properties PATCH method overwrites specified Interaction Media Server
properties and values for an Interaction Media Server. The REST API will not modify or delete
any other existing properties or values that you do not specify in the body of the PATCH
request.
Note:
These properties are those set through the Config-Properties page of the Interaction Media
Server web interface. These properties do not include properties set for a specific command
server through the web interface or properties set for this Interaction Media Server through
Interaction Administrator and stored on the CIC server.
Request body
{
"NotifierQosTaggingEnabled": "false",
"CustomProperty1": "CustomValue1",
"CustomProperty2": "CustomValue2"
}
Response
Status code
200 OK
Response body examples
{
"AudioSourceBaseUri":"D:\\I3\\IC\\Resources\\",
"NotifierDscpValue":"46",
"NotifierQosTaggingEnabled":"true",
"ResourceBaseUriLocal":"D:\\I3\\IC\\Media\\",
"RtpPortRange":"16384-32767",
"RtpQosDscpValue":"46",
"RtpQosTaggingEnabled":"true",
"CustomProperty1": "CustomValue1",
"CustomProperty2": "CustomValue2"
}
163
Status code
Response body examples
400 Bad Request
For a failed server/properties PATCH request, the response body contains
information as to the problem, such as invalid syntax, an invalid parameter
name, or an invalid value.
{
"status":400,
"message":"Parse error occurred within JSON request at line 1, pos 1:
Unexpected token",
"messageWithParams":"Parse error occurred within JSON request at line
{@line}, pos {@pos}: {@message}",
"messageParams":
{
"line":"1",
"message":"Unexpected token",
"pos":"1"
},
"code":"error.restresourcelib.request.invalid"
}
/api/v1/server/properties (PUT)
The server/properties PUT method overwrites the entire set of properties for an Interaction
Media Server.
Request body
Caution!
The REST API deletes any existing properties that you do not specify in the body of the PUT
request.
{
"AudioSourceBaseUri":"D:\\I3\\IC\\Resources\\",
"NotifierDscpValue":"46",
"NotifierQosTaggingEnabled":"true",
"ResourceBaseUriLocal":"D:\\I3\\IC\\Media\\",
"RtpPortRange":"16384-32767",
"RtpQosDscpValue":"46",
"RtpQosTaggingEnabled":"true"
}
Response
Status code
200 OK
Response body examples
{
"AudioSourceBaseUri":"D:\\I3\\IC\\Resources\\",
"NotifierDscpValue":"46",
"NotifierQosTaggingEnabled":"true",
"ResourceBaseUriLocal":"D:\\I3\\IC\\Media\\",
"RtpPortRange":"16384-32767",
"RtpQosDscpValue":"46",
"RtpQosTaggingEnabled":"true"
}
164
Status code
400 Bad Request
Response body examples
For a failed server/properties PUT request, the response body contains
information as to the problem, such as invalid syntax, an invalid parameter
name, or an invalid value.
{
"status":400,
"message":"Parse error occurred within JSON request at line 1, pos 1:
Unexpected token",
"messageWithParams":"Parse error occurred within JSON request at line
{@line}, pos {@pos}: {@message}",
"messageParams":
{
"line":"1",
"message":"Unexpected token",
"pos":"1"
},
"code":"error.restresourcelib.request.invalid"
}
/api/v1/server/properties/{property-name} (GET)
The server/properties/{property-name} GET method retrieves a specified Interaction
Media Server property and its value.
The {property-name} variable represents the name of a property on an Interaction Media
Server. This character string is case-sensitive. Failure to match case in the name of the
property when attempting to retrieve an existing property and its value results in a 404 Not
Found status code.
Request body
None
Response
Status code
200 OK
Response body examples
{
"value":"{property-value}",
}
404 Not Found
{
"status":404,
"message":"No Property with the ID 'ExampleProperty' exists",
"messageWithParams":"No Property with the ID '{@segment}' exists",
"messageParams":
{
"segment":"ExampleProperty"
},
"code":"error.restresourcelib.resource.invalid"
}
/api/v1/server/properties/{property-name} (PUT)
The server/properties/{property-name} PUT method overwrites or creates a property on
an Interaction Media Server.
165
The {property-name} variable represents the name of a property on an Interaction Media
Server. Property names are case-sensitive.
Note:
Failure to match the case of the property name when attempting to overwrite an existing
property creates a new property on the Interaction Media Server with the incorrect name.
Ensure that you validate that the property was created correctly by examining the body of the
result message.
Request body
{
"value": "{property-value}"
}
Response
Status code
200 OK
Response body examples
This status code indicates that the specified property was updated
successfully.
{
"value":"{property-value}",
}
201 Created
This status code indicates that the specified property was created
successfully.
{
"value":"{property-value}",
}
400 Bad Request
For a failed server/properties/{property-name} PUT request, the
response body contains information as to the problem, such as invalid
syntax or an invalid property name.
{
"status":400,
"message":"Parse error occurred within JSON request at line 1, pos 1:
Unexpected token",
"messageWithParams":"Parse error occurred within JSON request at line
{@line}, pos {@pos}: {@message}",
"messageParams":
{
"line":"1",
"message":"Unexpected token",
"pos":"1"
},
"code":"error.restresourcelib.request.invalid"
}
/api/v1/server/properties/{property-name} (DELETE)
The server/properties/{property-name} DELETE method removes an Interaction Media
Server property.
Request body
None
166
Response
Status code
Response body examples
204 No Content
An empty body in the response indicates that the property was successfully
deleted.
404 Not Found
This status code indicates that the specified property does not exist on the
Interaction Media Server.
{
"status":404,
"message":"No Property with the ID 'ExampleProperty' exists",
"messageWithParams":"No Property with the ID '{@segment}' exists",
"messageParams":
{
"segment":"ExampleProperty"
},
"code":"error.restresourcelib.resource.invalid"
}
/api/v1/server/enginestatus (GET)
The server/enginestatus GET method retrieves statistics of each media engine, and average
and totals for all media engines on an Interaction Media Server.
Parameters
This method supports the use of an optional includeasr query parameter. The includeasr
parameter enables you to specify if the REST API should include Automatic Speech Recognition
(ASR) statistics. The default value for this query parameter is false.
To specify the includeasr query parameter, append a question mark (?) to the end of the
URI address followed by includeasr= and a Boolean value, such as 1 or true.
Example:
http://192.168.1.100:8102/api/v1/server/enginestatus?includeasr=1
The includeasr query parameter accepts the following values:
•
false or 0
The REST API will not include ASR statistics in the response.
false is the default value and is used if this query parameter is not specified.
•
true or 1
The REST API will include ASR statistics in the response.
Request body
None
167
Response
Status code
200 OK
Response example
The number of media engine instances returned in the response can vary
according to the number of media engines on the specified Interaction Media
Server.
{
"audioEngines":
[
{
"index":0,
"threadId":"0xb48",
"cpuId":0,
"location":"000000",
"currentLoad":0.22,
"averageLoad":0.34,
"graphs":0,
"elements":0
},
{
"index":1,
"threadId":"0x2770",
"cpuId":1,
"location":"010100",
"currentLoad":0.21,
"averageLoad":0.36,
"graphs":0,
"elements":0
}
],
"avgCurrentLoad":0.21,
"avgAverageLoad":0.35,
"totalGraphs":0,
"totalElements":0
}
168
Status code
Response example
With the includeasr query parameter, the body of the response will
resemble the following example:
{
"audioEngines":[
{
"index":0,
"threadId":"0xb48",
"cpuId":0,
"location":"000000",
"currentLoad":0.30,
"averageLoad":0.34,
"graphs":0,
"elements":0
},
{
"index":1,
"threadId":"0x2770",
"cpuId":1,
"location":"010100",
"currentLoad":0.29,
"averageLoad":0.35,
"graphs":0,
"elements":0
}
],
"avgCurrentLoad":0.29,
"avgAverageLoad":0.34,
"totalGraphs":0,
"totalElements":0,
"asrStatistics":
{
"currentAsrWorkerThreads":2,
"maxAsrWorkerThreads":4,
"activeRecoTasks":0,
"activeAsrSearchJobs":0,
"avgAsrSearchJobs":0.000,
"avgWorkRatio":0.000,
"maxCompletionDelay":0,
"avgCompletionDelay":0,
"minSearchSpeed":0.000,
"maxSearchSpeed":0.000,
"avgSearchSpeed":0.000
}
}
/api/v1/server/about (GET)
The server/about GET method retrieves general information for an Interaction Media Server.
Request body
None
169
Response
Status code
200 OK
Response example
{
"machineName":"EXAMPLE",
"machineUptime":"9d 05h 06m 59s",
"ipAddressLocal":"192.168.1.100",
"licenseType":"Production",
"productVersion":"CIC 2016 R2",
"FileVersion":"16.2.0.261",
"SpecialBuild":"2016 R2 "
}
170
Interaction Media Server call recordings and
failover
The following flowchart and table describe how Customer Interaction Center uses Interaction
Media Server for call recording:
Item
Description
1
Customer Interaction Center receives a request to record a call from Interaction
Recorder, an Interaction Recorder policy, a workgroup that records all calls, CIC
client software, or a custom handler.
2
The Telephony Services component of Customer Interaction Center determines,
using Media Server Selection Rules, which available Interaction Media Server
records the call. For more information on Media Server Selection Rules, see
Interaction Media Server Selection Rules for audio processing.
3
If you are using the Always-In audio path method of handling call audio, Telephony
Services instructs the selected Interaction Media Server, which is handling the call,
to record the call.
If you are using the Dynamic audio path method of handling call audio, Telephony
Services notifies Customer Interaction Center of an available Interaction Media
Server to handle the call audio. Customer Interaction Center then invites that
Interaction Media Server into the RTP audio stream to do the requested operation,
which could include recording the call.
4
When Interaction Media Server is instructed to record a call, it starts recording and
passes a file name and Uniform Resource Identifier (URI) back to Telephony
Services.
5
Telephony Services passes the file name and URI to the requesting system, so that
it can download the recording from Interaction Media Server once it completes the
recording.
171
6
If you configure Interaction Media Server to encrypt the call and Interaction
Recorder requests a recording, Interaction Media Server creates the recording in
the SASF secure audio format. Interaction Media Server creates this file with a
unique prefix and an .sasf extension. Ad-hoc recordings use unencrypted .wav
files.
If you configure the Interaction Recorder object in Interaction Administrator to
compress the call recording, Interaction Media Server can then compress the
recording using the Opus, GSM, or TrueSpeech codec. If the call recording is not
configured to be compressed, Interaction Media Server uses the Opus, G.711, or
PCM codec. If the Interaction Recorder object has compression set to NONE, the
RecordingMimeTypeDefault property of Interaction Media Server sets the
compression codec.
7
When Interaction Media Server completes the call recording operation, the
requesting system retrieves the call recording over HTTP and deletes the call
recording from its location on Interaction Media Server. The requesting system
can be Interaction Recorder, Interaction Recorder Remote Content Service, a
workgroup recording all calls, CIC client software, custom handlers, or others.
8
If Interaction Recorder or Interaction Recorder Remote Content Service requests
the call recording, it processes the recording differently than if the requester was
CIC client software, a custom handler, or a workgroup set to record all calls.
9a
Interaction Recorder saves the call recording to the database.
If you are using Interaction Recorder Remote Content Service, the call recording is
stored on the selected Interaction Recorder Remote Content Service server and
informs Interaction Recorder of the location for the recording. For more
information about Interaction Recorder Remote Content Service, see Interaction
Recorder Remote Content Service Installation and Configuration Guide.
9b
The requesting system, other than Interaction Recorder or Interaction Recorder
Remote Content Service, sends the call recording as an e-mail attachment to the
address that is configured for the requesting system. For example, if an agent
uses CIC client software to record a call, the call recording is sent to that agent.
Interaction Media Server call recording if Customer Interaction
Center or the network connection fails
If a Customer Interaction Center server ever becomes unavailable after Interaction Media
Server starts a call recording or if the network connection fails, the following events occur:
1. Since Customer Interaction Center is not in the path of the audio stream, Interaction
Media Server continues current recordings. Interaction Media Server finishes the
recording when the call disconnects.
2. If you configure Interaction Media Server to log on to multiple servers, including a backup
Customer Interaction Center server, it records new calls from the backup Customer
Interaction Center server.
3. Since the Customer Interaction Center server became unavailable, requesting systems,
such as Interaction Recorder and handlers, lose track of the call recording process. The
call recording remains on Interaction Media Server.
4. If a backup Customer Interaction Center server becomes the primary server in a
switchover situation, it is not aware of previous call recordings. Therefore, the previous
call recording remains on Interaction Media Server. The backup Customer Interaction
Center, now acting as the primary server, processes all new call recordings.
172
5. If Interaction Recorder requested a recording, it is automatically recovered. You must
manually process the ad-hoc call recordings that remain on Interaction Media Server.
Then, you can delete the recordings to make room for new call recordings. For
information about rescuing recordings that are left on Interaction Media Server, see the
Interactive Intelligence Product Information website:
https://my.inin.com/products/selfhelp/Recorder/Pages/Default.aspx
Interaction Media Server call recording if Interaction Media
Server fails
If Interaction Media Server ever becomes unavailable after it has started a call recording but
before the call disconnects, the following events occur:
1. The audio path, but not the call, is immediately closed and the recording file is truncated
at that point.
2. The Customer Interaction Center server detects that the affected Interaction Media Server
is not available, so it does not send subsequent calls to that Interaction Media Server. If
any other Interaction Media Servers are connected to the Customer Interaction Center
server, those systems receive the new call traffic and record the calls.
3. Interaction Recorder is not able to connect to the affected Interaction Media Server, so it
cannot retrieve the truncated call recording automatically. For information about rescuing
recordings that are left on Interaction Media Server, see the Interactive Intelligence
Product Information website:
https://my.inin.com/products/selfhelp/Recorder/Pages/Default.aspx
173
Troubleshoot Interaction Media Server issues
If you experience problems with your Interaction Media Server, consult the event logs on the
Customer Interaction Center server to which Interaction Media Server is connected. If
Interaction Media Server fails an operation or encounters resource problems, it logs these
problems in the affected Customer Interaction Center server event logs, if the Notifier
connection is still present.
If an Interaction Media Server cannot allocate media resources for an interaction, Customer
Interaction Center writes these failures to the Windows Event Log every 15 minutes. There
are two types of these events: conferences and taps/players (audio sources).
The Telephony Services component of Customer Interaction Center also writes warnings to the
Windows event log. For example, Telephony Services writes a warning to the event log if it
cannot start a recording because all Interaction Media Servers that are assigned to this
Customer Interaction Center server are unavailable.
This section contains the following items:
Interaction Media Server log files........................................................................... 175
Interaction Media Server memory dump ................................................................ 176
Interaction Media Server stopped recording calls .................................................. 176
Audio quality issues ............................................................................................... 176
Interaction Media Server stopped creating or appending log files .......................... 178
Low storage free space .......................................................................................... 178
Probation status in Windows Event Log ................................................................. 178
Disconnected calls .................................................................................................. 179
Connection to Customer Interaction Center server over a WAN is failing ............... 180
Lost or forgotten credentials for Interaction Media Server REST API ..................... 180
Interaction Media Server backward compatibility with Customer Interaction Center
............................................................................................................................... 180
Interaction Media Server has corrupted or missing components ............................ 181
Customer Interaction Center marks Interaction Media Server inactive and creates an
entry in the Windows Event Log ............................................................................. 181
Cannot connect Interaction Media Server to the secondary server in a switchover
pair ......................................................................................................................... 181
Distributed conference call considerations ............................................................. 182
Interaction Media Server web interface does not accept administrator credentials
with Japanese characters ....................................................................................... 182
Interaction Media Server log files
Interaction Media Server stores operation and transaction data in log files on the local storage
media. These files have an extension of .ininlog and are located in the directory that you
specified during installation. If you are unsure of the directory, the ININ_TRACE_ROOT
Windows system variable on the Interaction Media Server host specifies this location.
Interaction Media Server stores data in its log files for seven days. After that time, log entries
older than seven days are purged from the file. To change the number of days that
Interaction Media Server retains data in the log file, set the ININ_TRACE_RETENTION Windows
system variable on the Interaction Media Server host to the necessary value.
175
Interaction Media Server memory dump
Starting with release 2017 R2, you can create a memory dump of a problematic or
unresponsive Interaction Media Server process. A memory dump is the contents of the
Random Access Memory (RAM) for one or more processes that the underlying operating
system saves into one or more files. Interactive Intelligence personnel can use these dump
files to help determine what caused the Interaction Media Server process to have issues.
Important!
Generally, dump files are large, depending on the amount of RAM in an Interaction Media
Server. Ensure that you have enough free hard drive space to facilitate the creation of these
files.
Interaction Media Server stores no more than 10 diagnostic memory dumps between server
restarts.
You can manually start a memory dump by selecting Config > Diagnostics in the Interaction
Media Server web interface. Then, click Create a diagnostic memory dump of the current
state of this media server.
Caution!
When you trigger a memory dump of the Interaction Media Server process, that action
temporarily locks that process, which causes interruptions to any current calls or actions. The
operation takes approximately a minute to complete.
Interaction Media Server stopped recording calls
If the storage media that Interaction Media Server uses to record calls has only 2% of free
space remaining, Interaction Media Server stops recording calls. Interaction Media Server
sends Simple Network Management Protocol (SNMP) traps when free space reserved for
recording calls is reduced to 10% and 2%. For Interaction Media Server to resume recording
calls, the storage media must have 5% free space available. For more information about free
space issues, see Low storage free space.
Audio quality issues
If you encounter poor audio quality in VoIP communications, the source of the problem could
range among many causes.
Jitter
Jitter is the variance in the intervals when Real-time Transport Protocol (RTP) packets are
received. For example, if Interaction Media Server constantly receives RTP packets every 20
milliseconds, there is no jitter. If the interval in the reception of RTP packets varies, such as
20 milliseconds, 45 milliseconds, 23 milliseconds, and 50 milliseconds, this variance is jitter.
Many voice-over-IP (VoIP) solutions use a jitter buffer to collect a number of RTP packets
within a time frame so that it can queue, reassemble, and retransmit the packets with a
corrected, constant interval.
Interaction Media Server uses a jitter buffer for the following VoIP communications:
•
VoIP calls that require transcoding from one codec to another
•
VoIP calls that contain call waiting tones
•
VoIP calls that contain intermittent tones that indicate that a call is being recorded
•
VoIP calls that contain digits from a dial pad interface in CIC client software
•
VoIP calls on Customer Interaction Center SIP lines with the Disable Media Server
Passthru feature enabled
176
For all other VoIP calls, Interaction Media Server does not use a jitter buffer and transmits the
RTP packets as it receives them. For a Customer Interaction Center environment, this method
of immediate transmission is known as a pass-through connection.
The jitter buffer for Interaction Media Server is dynamic. If Interaction Media Server detects
variances in the receipt interval of RTP packets, it calculates an average receipt interval and
then adjusts the jitter buffer to accumulate RTP packets within a time frame before
retransmitting them. The maximum time frame for the jitter buffer in Interaction Media
Server is 160 milliseconds, which equates to an average jitter of 53.3 milliseconds.
Significant variances in jitter can cause audio issues as the jitter buffer may not receive the
expected number of RTP packets, which then causes Interaction Media Server to transmit
silence where an RTP packet is missing. This silence can be heard as a brief break in an audio
stream. Continual variances of this magnitude can produce ongoing breaks in the audio
stream.
If you experience continuous breaks in audio streams, analyze each network node in the audio
path and eliminate any bandwidth or processing limitations that cause jitter.
VLAN misconfiguration
If Interaction Media Server is configured to route RTP packets through the VLAN interface for
data, other network nodes in the data VLAN will remove any QoS DSCP markings. This
problem can result in network nodes delaying the transmission of RTP packets. Additionally,
depending on the configuration of the network, RTP packets sent to the VLAN interface for
data may not be routable to the VoIP endpoint to which the packets are sent, resulting in no
audio stream for the VoIP endpoint.
Ensure that the RtpAddressLocal Interaction Media Server property is set to the correct
network interface card (NIC) on the Interaction Media Server machine.
If no address is specified for the RtpAddressLocal property, Interaction Media Server sends
the RTP packets to the first matching route in the Windows routing table.
Some NIC manufacturers include software that provides VLAN capabilities on a single NIC. If
you are encountering a complete loss of audio, ensure that the VLAN software for the NIC on
the Interaction Media Server machine is configured correctly. Consult the documentation for
the NIC card for proper configuration.
Packet loss
When RTP packets are lost in a network, the portion of the audio stream within that packet is
also lost. Most VoIP systems and devices play silence for that lost portion of the audio stream.
The loss of RTP packets in a network can have a number of causes:
•
Packet degradation – If a network node cannot read the information in the IP packet
containing the RTP packet, the node will discard the packet. This degradation could be the
result of interference along the transmission medium, insufficient quality of the
transmission medium, overextension of the transmission medium, or intermittent power
problems in the transmitter.
•
Long delays of single packets – Problems in a network can cause individual packets to be
delayed so that they are received long after subsequent packets. In most VoIP solutions,
these delayed packets are discarded its position in the audio stream has already passed
and was replaced with either silence or sound that was extrapolated from the surrounding
packets. Delays in individual packet transmission can be caused by overburdened network
switches, improper Quality of Service (QoS) settings in a network node, or a lack of QoS in
a network node.
Data corruption
In some instances, Interaction Media Server receives RTP packets that have corrupted data.
There are several possible sources of data corruption. A probable source of data corruption is
177
a previous network node, such as a Session Border Controller (SBC), that uses a jitter buffer
and attempts to correct some perceived irregularity in the RTP packets.
Interaction Media Server stopped creating or appending log files
If the storage media that Interaction Media Server uses to store log files has less than 100 MB
of free space remaining, Interaction Media Server stops writing entries to the log file.
Interaction Media Server sends a Simple Network Management Protocol (SNMP) trap when
free space reserved for log files is reduced to 100 MB or less. For more information about free
space issues, see Low storage free space.
Note:
Even if you set all trace levels for Interaction Media Server components to None, Interaction
Media Server still writes some critical Notifier connection data to the log files.
Low storage free space
Low storage free space in Interaction Media Server is an indication of a problem, such as the
problems displayed in the following list:
•
•
Interaction Recorder is unable to access, retrieve, and delete recording files from
Interaction Media Server for one of the following reasons:

Network communication issues

Customer Interaction Center or Interaction Recorder is in a non-operational state

Improper configuration of Interaction Media Server, such as the Recording Retrieval
HTTP Interface and Recording Retrieval HTTP Port parameters
The trace level for logging the activity of an Interaction Media Server component is set to
Notes, Verbose, Ultra Verbose, or All, for an extended time.
When Interaction Media Server encounters low storage free space situations, it does the
following actions:
•
If you have configured the SNMP feature in the Interaction Media Server web interface, it
sends trap messages to the central SNMP monitor.
•
Interaction Media Server notifies Customer Interaction Center to write an entry in the
Windows Event Log on the Customer Interaction Center server. Interactive Intelligence
recommends that you routinely monitor the Windows Event Log on the Customer
Interaction Center server so that you can take pre-emptive action for problematic
situations.
Probation status in Windows Event Log
When Customer Interaction Center processes an interaction, such as a call, it requests
resources from Interaction Media Server. If Interaction Media Server does not respond or fails
to create the necessary resources for a call, Customer Interaction Center places that
Interaction Media Server on probation and writes an entry to the Windows Event Log.
Probation is a condition where Customer Interaction Center recognizes that an Interaction
Media Server failed to respond or provide resources for an interaction. When this situation
occurs, Customer Interaction Center stops sending requests to that Interaction Media Server
for 10 seconds. If subsequent failures occur, Customer Interaction Center increases the time
period that it considers Interaction Media Server to be in the probation state, as demonstrated
in the following table:
Failure sequence
First
178
Probation period
10 seconds
Second
20 seconds
Third
40 seconds
Fourth
1 minute 20 seconds
Fifth
2 minutes 40 seconds
Sixth
5 minutes 20 seconds
Seventh and any
subsequent failures
10 minutes
Interaction Media Server can enter the probation state for the following reasons:
•
Interaction Media Server is configured to apply Quality of Service (QoS) to Real-time
Transport Protocol (RTP) communications, but the Interactive Intelligence QoS driver is
not installed.
•
The RtpPortRange property value on Interaction Media Server is too small and all
available ports are currently in use. Use the Interaction Media Server Config-Properties
page to configure the property.
•
Another application is using User Datagram Protocol (UDP) ports and no other UDP ports
are available for Interaction Media Server to service the interaction.
•
If Interaction Media Server uses one network interface card (NIC) for Notifier traffic and
one NIC for RTP traffic, Interaction Media Server cannot service the interaction if the RTP
NIC fails.
•
Interaction Media Server has no available media engines to support the interaction.
•
Interaction Media Server does not respond within a 10-second period to a resource
creation request from Customer Interaction Center.
For most cases where an Interaction Media Server is on probation, Customer Interaction
Center sends the request to process the interaction to another Interaction Media Server, if one
is available. If all available Interaction Media Servers are in the probation state or if you have
only one Interaction Media Server, Customer Interaction Center disregards the probation state
and requests resources to handle the interaction.
Note:
Multiple Customer Interaction Center servers do not share probation state information. Each
Customer Interaction Center server separately tracks which Interaction Media Servers are in
the probation state.
Disconnected calls
If a call requires processing by Interaction Media Server and Customer Interaction Center
cannot connect that call to an Interaction Media Server within a 10-second period, Customer
Interaction Center disconnects the call.
Customer Interaction Center disconnects these calls because it cannot determine the duration
of the problem. Otherwise, the caller could remain in the waiting state indefinitely.
The following list presents some reasons why this event occurs:
•
The network is heavily congested or experiencing failures.
•
No Interaction Media Servers are functioning.
•
The Interaction Media Server was restarted improperly, such as a hard reset.
179
•
The Central Processing Unit (CPU) is overloaded to the point where Interaction Media
Server cannot respond quickly to requests from Customer Interaction Center.
To determine the cause of the problem, review the following information:
•
The Windows Event Log on the Interaction Media Server
•
The Windows Event Log on the Customer Interaction Center server
•
SNMP traps and alerts from Interaction Media Server to your Network Management
System (NMS) entities.
•
Any configuration modification events in the Interaction Media Server log files
Note:
When you make configuration changes through the web interface of Interaction Media
Server, it records those changes to the log file only when the trace level for the
Config component is set to Status or higher.
Connection to Customer Interaction Center server over a WAN is
failing
Certain network configurations and requirements can affect connectivity between Interaction
Media Server and Customer Interaction Center over a wide area network (WAN). The
following list provides some examples:
•
Interaction Media Server must communicate through a specific Network Interface Card
(NIC).
•
The Customer Interaction Center server resides on a different subnet.
•
Your network uses non-standard topologies.
In these situations, you can use the Windows route command to set the appropriate network
routing information so that the two systems can communicate. For more information about
the route command, see Windows help. If you need assistance, contact Interactive
Intelligence technical support.
Lost or forgotten credentials for Interaction Media Server REST
API
If you lost or forgot the REST API credentials, delete the following keys in the Windows
Registry:
•
RestApiEnabled
•
RestApiLoginName
•
RestApiLoinPassword
Deleting these keys causes Interaction Media Server to disable the REST API functionality.
You can then define a new set of credentials in the Interaction Media Server web interface and
re-enable the REST API functionality.
Interaction Media Server backward compatibility with Customer
Interaction Center
This version of Interaction Media Server is fully backward compatible with Customer
Interaction Center versions 4.0 and 3.0 SU12. However, this version of Interaction Media
Server uses fully-qualified domain names (FQDN). If you incorporate Interaction Media Server
in a Customer Interaction Center 3.0 environment, you must use Interaction Administrator to
configure the prompt server in Customer Interaction Center to use FQDN instead of short host
names.
180
1. Start Interaction Administrator.
2. In the pane on the left side of the Interaction Administrator window, select the
System Configuration container.
3. In the right pane of the Interaction Administrator window, select the Configuration item.
The System Configuration dialog box appears.
4. In the System Configuration dialog box, select the Prompt Server tab.
5. On the Prompt Server tab, set the Host format list box to FQDN.
6. In the System Configuration dialog box, select the OK button.
For more information on the backward compatibility of Interaction Media Server, see Appendix
B: Backward compatibility with Customer Interaction Center.
Interaction Media Server has corrupted or missing components
If your Interaction Media Server becomes unstable or displays errors about corrupted or
missing components, do a repair installation through the Programs and Features interface
in the Windows Control Panel. Selecting to repair Interaction Media Server displays a dialog
box that verifies the validity of all installed files. If this action does not resolve your problem,
contact Interactive Intelligence Technical Support for assistance.
Customer Interaction Center marks Interaction Media Server
inactive and creates an entry in the Windows Event Log
Interactive Intelligence added Interaction Speech Recognition as a native Automatic Speech
Recognition (ASR) product. The processing for Interaction Speech Recognition occurs in
Interaction Media Server. When Interaction Media Server starts and Interaction Speech
Recognition is licensed for use, Customer Interaction Center transfers the grammars necessary
to support Interaction Speech Recognition operations to Interaction Media Server.
If the network connection between Interaction Media Server and Customer Interaction Center
is somehow limited, the transfer of the grammars may be slower than expected. Customer
Interaction Center then re-attempts to transfer the grammars to Interaction Media Server. If
the problematic network condition persists after multiple attempts, Customer Interaction
Center then marks Interaction Media Server as inactive and creates an entry in the Windows
Event Log.
Cannot connect Interaction Media Server to the secondary
server in a switchover pair
In some rare instances, defining an Interaction Media Server connection to the secondary
server in a Customer Interaction Center switchover pair can result in Interaction Media Server
becoming unresponsive. If this problem occurs, do the following steps:
1. Restart the computer or Interaction Edge appliance that is hosting Interaction Media
Server.
2. Manually cause a switchover of the Customer Interaction Center servers so that the
secondary server becomes the primary server.
3. Define the Interaction Media Server connection to that Customer Interaction Center server
as described in Add Customer Interaction Center server to Interaction Media Server.
4. After you successfully connect Interaction Media Server to the Customer Interaction
Center server, manually cause another switchover to restore the Customer Interaction
Center server to its secondary state.
181
Distributed conference call considerations
Customer Interaction Center can support conference calls with a large number of participants
by creating smaller conference calls on multiple Interaction Media Servers and joining them
together. The following list provides some of the limitations of this feature:
•
Delays in audio communications – Distributed conference calls can encounter delays based
on the quality of the network connections between regional locations and hub locations,
and the number of nodes in each communication path.
•
Restricted communication paths – It is possible for you to configure Customer Interaction
Center locations that are restricted from communicating with other Customer Interaction
Center locations. These restrictions are compounded with distributed conferencing as
regional conference calls in separate locations require hub connections. If you have
restricted the number of hub locations and have restricted communication between
locations, it is possible that callers in some locations may not be able to join a distributed
conference call.
•
Unnecessary, numerous locations – The more Customer Interaction Center locations that
you create, the more complex your environment is to configure with regards to protocols,
hub locations, and Media Server Selection Rules. Ensure that you do not create
superfluous locations that do not require features, configurations, or capabilities that are
already available through existing locations.
•
Merging existing conferences – You cannot merge two or more existing Customer
Interaction Center conference calls using this feature. Customer Interaction Center can
only expand one existing conference call by creating new conference calls on other
Interaction Media Servers and joining the audio communications through Interaction Media
Servers in hub locations.
•
Coaching sessions – Each Customer Interaction Center distributed conference call supports
only one coach connection.
•
Disconnection – If an added regional conference call is disconnected from the original
conference call because of a brief network outage or some other temporary problem,
Customer Interaction Center cannot reconnect it to the original conference call.
•
Insufficient resources – Distributed conference calls rely on the presence and proper
configuration of enough Interaction Media Servers to host (regional), process, and connect
(hub) all conference call participants. The number of participants supported for distributed
conference calls is limited by the number of available Interaction Media Servers and their
available resources. For example, if you configure a single Interaction Media Server that
also processes regular calls, records calls, conducts call analysis, and does keyword
spotting within the only hub location in your entire Customer Interaction Center network,
it can quickly exhaust all available resources. Similarly, if you configure the Selection
Rules feature to use Interaction Media Servers in only one location for conference calls,
you can quickly consume all available resources.
•
Selection rule changes not obeyed – When Customer Interaction Center creates a
conference call, it reads and stores the existing Interaction Media Server selection rules.
All subsequent processing for that conference call uses that stored set of selection rules.
If you change the selection rules after a conference call has begun, Customer Interaction
Center will not use those changes on that conference call. Customer Interaction Center
will use the modified selection rules for the next new conference call it creates.
Interaction Media Server web interface does not accept
administrator credentials with Japanese characters
If you install Interaction Media Server and create the name of the administrator account with
English characters, changing the name of that account to contain Japanese characters at a
later time causes Interaction Media Server to fail authentication.
This problem occurs only with Microsoft Internet Explorer and Mozilla Firefox.
182
183
Appendix A: OpenSSL Copyright
NOTICE
This product includes software developed by the OpenSSL Project for use in the OpenSSL Toolkit
(http://www.openssl.org/).
Copyright © 1998-2011 The OpenSSL Project. All rights reserved.
Redistribution and use in source and binary forms, with or without modification, are permitted provided that the following
conditions are met:
1.
Redistributions of source code must retain the above copyright notice, this list of conditions and the following
disclaimer.
2.
Redistributions in binary form must reproduce the above copyright notice, this list of conditions and the following
disclaimer in the documentation and/or other materials provided with the distribution.
3.
All advertising materials mentioning features or use of this software must display the following acknowledgment:
"This product includes software developed by the OpenSSL Project for use in the OpenSSL Toolkit.
(http://www.openssl.org/)"
4.
The names "OpenSSL Toolkit" and "OpenSSL Project" must not be used to endorse or promote products derived
from this software without prior written permission. For written permission, please contact openssl-core@openssl.org.
5.
Products derived from this software may not be called "OpenSSL" nor may "OpenSSL" appear in their names
without prior written permission of the OpenSSL Project.
6.
Redistributions of any form whatsoever must retain the following acknowledgment:
"This product includes software developed by the OpenSSL Project for use in the OpenSSL Toolkit
(http://www.openssl.org/)"
THIS SOFTWARE IS PROVIDED BY THE OpenSSL PROJECT “AS IS'' AND ANY EXPRESSED OR IMPLIED WARRANTIES,
INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR
PURPOSE ARE DISCLAIMED. IN NO EVENT SHALL THE OpenSSL PROJECT OR ITS CONTRIBUTORS BE LIABLE FOR ANY
DIRECT, INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES (INCLUDING, BUT NOT LIMITED
TO, PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES; LOSS OF USE, DATA, OR PROFITS; OR BUSINESS
INTERRUPTION) HOWEVER CAUSED AND ON ANY THEORY OF LIABILITY, WHETHER IN CONTRACT, STRICT LIABILITY,
OR TORT (INCLUDING NEGLIGENCE OR OTHERWISE) ARISING IN ANY WAY OUT OF THE USE OF THIS SOFTWARE, EVEN
IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGE.
This product includes cryptographic software written by Eric Young (eay@cryptsoft.com). This product includes software
written by Tim Hudson (tjh@cryptsoft.com).
Original SSLeay License
Copyright © 1995-1998 Eric Young (eay@cryptsoft.com). All rights reserved.
This package is an SSL implementation written by Eric Young (eay@cryptsoft.com). The implementation was written so as
to conform with Netscape’s SSL. This library is free for commercial and non-commercial use as long as the following
conditions are adhered to. The following conditions apply to all code found in this distribution, be it the RC4, RSA, lhash,
DES, etc., code; not just the SSL code. The SSL documentation included with this distribution is covered by the same
copyright terms except that the holder is Tim Hudson (tjh@cryptsoft.com).
Copyright remains Eric Young's, and as such any Copyright notices in the code are not to be removed. If this package is
used in a product, Eric Young should be given attribution as the author of the parts of the library used. This can be in the
form of a textual message at program startup or in documentation (online or textual) provided with the package.
Redistribution and use in source and binary forms, with or without modification, are permitted provided that the following
conditions are met:
1.
Redistributions of source code must retain the copyright notice, this list of conditions and the following disclaimer.
2.
Redistributions in binary form must reproduce the above copyright notice, this list of conditions and the following
disclaimer in the documentation and/or other materials provided with the distribution.
3.
All advertising materials mentioning features or use of this software must display the following acknowledgement:
"This product includes cryptographic software written by Eric Young (eay@cryptsoft.com)."
The word 'cryptographic' can be left out if the routines from the library being used are not cryptographic related :-).
4.
If you include any Windows specific code (or a derivative thereof) from the apps directory (application code) you
must include an acknowledgement:
"This product includes software written by Tim Hudson (tjh@cryptsoft.com)."
THIS SOFTWARE IS PROVIDED BY ERIC YOUNG “AS IS'' AND ANY EXPRESS OR IMPLIED WARRANTIES, INCLUDING, BUT
NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE
DISCLAIMED. IN NO EVENT SHALL THE AUTHOR OR CONTRIBUTORS BE LIABLE FOR ANY DIRECT, INDIRECT,
INCIDENTAL, SPECIAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES (INCLUDING, BUT NOT LIMITED TO, PROCUREMENT
OF SUBSTITUTE GOODS OR SERVICES; LOSS OF USE, DATA, OR PROFITS; OR BUSINESS INTERRUPTION) HOWEVER
CAUSED AND ON ANY THEORY OF LIABILITY, WHETHER IN CONTRACT, STRICT LIABILITY, OR TORT (INCLUDING
NEGLIGENCE OR OTHERWISE) ARISING IN ANY WAY OUT OF THE USE OF THIS SOFTWARE, EVEN IF ADVISED OF THE
POSSIBILITY OF SUCH DAMAGE.
The license and distribution terms for any publicly available version or derivative of this code cannot be changed. i.e., this
code cannot simply be copied and put under another distribution license [including the GNU Public License].
184
Appendix B: Backward compatibility with
Customer Interaction Center
This version of Interaction Media Server is backward compatible with Customer Interaction
Center 4.0 and Customer Interaction Center 3.0 with Service Update 12 or later. If you use
one of these combinations or products, note the following statements:
•
To ensure complete compatibility with Customer Interaction Center 3.0, apply any and all
available updates to Interaction Media Server.
•
This version of Interaction Media Server supports all features that are present in Customer
Interaction Center 3.0 SU12 or later.
•
This version of Interaction Media Server supports both the Basic and Advanced feature
sets that you select through the Interaction Administrator 3.0 Media Server object.
•
Interaction Media Server features that were introduced in this version or version 4.0 are
not compatible with Customer Interaction Center 3.0.
•
Interaction Media Server Technical Reference does not contain any user interfaces or
procedures that are related to usage with Customer Interaction Center 3.0. For
information about configuring Interaction Media Server features and behavior, see
Interaction Administrator version 3.0 Technical Reference.
•
Set the following Interaction Media Server parameters in the Config-Parameters page of
the web interface for recording and faxing compatibility with Customer Interaction Center
3.0:
Parameter
Value
Recording Retrieval HTTPS Required
False
Recording Retrieval Use Mutual Authentication
False
•
The AsrDiagnosticRecording property of Interaction Media Server does not affect
Customer Interaction Center 3.0.
•
For backward compatibility with Customer Interaction Center 3.0, .WAV audio files are
stored in the following location:
<drive>:\Program Files (x86)\Interactive Intelligence\Resources
185
Appendix C: Antivirus requirements and best
practices for Customer Interaction Center and
subsystem servers
This section provides the best practices and additional information regarding antivirus software
products for Customer Interaction Center and its subsystem servers. These subsystem
servers include Interaction Media Server, Interaction Media Streaming Server, Interaction SIP
Proxy, and others.
When you install and use an antivirus software product on servers for Customer Interaction
Center or its subsystems, do the following tasks to ensure maximum performance and
processing capacity:
Install only a supported antivirus product .............................................................. 186
Install only the virus protection security feature ................................................... 187
Configure real-time protection for only write operations ....................................... 187
Exclude continually accessed file types and directories .......................................... 187
Update virus definitions daily ................................................................................. 188
Conduct a full scan of the file system on a regular basis ........................................ 188
Interactive Intelligence has created documentation for configuring the supported antivirus
software products for use with Customer Interaction Center servers. You can find this
documentation by selecting the Data and System Protection hyperlink on the following
webpage:
http://testlab.inin.com
Install only a supported antivirus product
Interactive Intelligence selects and tests different antivirus software products from multiple
vendors based on the popularity of the product in customer environments. Interactive
Intelligence tests each antivirus software product on several criteria, such as performance
impact, compatibility, and processing capacity. Interactive Intelligence then validates specific
antivirus software products for use with Customer Interaction Center and its subsystem
servers.
To view the supported antivirus software products, do the following steps:
1. Open a web browser and navigate to the following URL address:
http://testlab.inin.com
2. Select the Data and System Protection hyperlink.
The resulting webpage displays the supported antivirus products, the associated versions,
and any impacts on performance and capacities for Customer Interaction Center and its
subsystem servers.
Important!
Ensure that you know what antivirus software product and version that you will use on
your Customer Interaction Center and its subsystem servers before you make
purchasing decisions. Some antivirus software products reduce capacities and
performance, which require additional servers or affect licensing decisions.
186
Install only the virus protection security feature
Many software security products and suites include features in addition to virus protection.
For performance and capacity considerations, Customer Interaction Center and its subsystem
servers do not support any third-party security features other than virus protection. Many of
these security features require the installation of drivers that can introduce decreases in
performance and capacity, such as resets of network interface adapters.
The following list provides some of the unsupported security features that software security
suite products can install:
•
Firewall
•
Malware protection
•
Spyware protection
•
Intrusion prevention
•
Network monitoring
Important!
As security suite products typically install all security features by default, Interactive
Intelligence requires that you do not use standard or default installation options. Customize
the installation to include only virus protection.
Configure real-time protection for only write operations
Most antivirus software products provide a real-time protection feature, which scans for
viruses when a program or process attempts a read, write, modify, or execute operation on a
file. The terminology for this type of feature varies between antivirus software products, such
as On-Access Scanning and Auto-Protect. So that you can configure the real-time protection
feature of your antivirus software product, see the documentation for that product to
determine its terminology for that feature.
Server software products execute and read files frequently. By default, most antivirus
software products use the real-time protection feature to scan files on read, write, modify, and
execute operations. Such a configuration can significantly reduce input and output
performance of the storage media, create file lock contention, and cause a reduction in
processing capacities of the host server.
Important!
Configure the real-time protection feature of your antivirus software product to scan for
viruses for only write operations, such as when files are created or modified.
Exclude continually accessed file types and directories
To process the interactions in your organization, Customer Interaction Center and its
subsystem servers must write and modify files on a rapid, continual basis, such as recordings
and log files. To ensure the maximum performance, configure your antivirus software product
to exclude specific file types and directories, as presented in the following sections.
Files and file types to exclude
Configure your antivirus software product to exclude the following files and file name
extensions:
•
•
•
.i3p
.i3c
.ivp
187
•
•
•
•
•
•
.dxs
.ihd
.i3pub
.db (for .inin.db database)
.ininlog (CIC log file format)
.ininlog_idx (CIC log index file format)
Directories and subdirectories to exclude
Important!
When you exclude a directory, ensure that all of its subdirectories are also excluded.
Configure your antivirus software product to exclude the following directories and all
subdirectories:
•
The directory that contains the Interaction Media Server log files. For more information
about log files, see Interaction Media Server log files.
•
The directory specified in the Directory for Cache of HTTP Client parameter for this
Interaction Media Server
•
The directory specified in the ResourceBaseUriLocal property for this Interaction Media
Server
Important!
Your specific antivirus software product may require additional configuration. Consult the
document for your specific antivirus software product on http://testlab.inin.com for any
special instructions beyond these recommendations.
Update virus definitions daily
Interactive Intelligence strongly recommends that you configure your antivirus software
product to download and implement new virus definitions on a daily basis. Schedule these
updates to occur during off-peak hours. For more information about virus definitions, see the
documentation for your antivirus software product.
Conduct a full scan of the file system on a regular basis
Interactive Intelligence strongly recommends that you configure your antivirus software
product to scan the file system of the host server storage media on a daily or weekly basis.
Schedule this scan to occur during off-peak hours. Ensure that you select a time for starting
the scan that allows it to finish before demand on host server resources increases.
Important!
Some antivirus products use separate exclusion lists for real-time protection and full system
scans. Ensure that you define the files and directories specified in Exclude continually
accessed file types and directories for both types of scans.
188
Change Log
Change Log Date
November 11, 2011
Changed…
Initial release
January 16, 2012
Add virtualization information regarding Interaction Media Server
January 24, 2012
•
IC-91333 – Media Server Call Analysis support for es-CL
language model files
•
IC-92963 – Correct inconsistencies in Interaction Media Server
Technical Reference
•
IC-92166 - Document that antivirus signature updates should be
scheduled during low system usage
•
IC-89725 - Document that properties and parameters that
require a restart are now marked with a red asterisk
•
IC-92220 - MSCA regional model files: Venezuela, "es-VE"
•
IC-86242 – Document rejection of resource operations from IC
servers with duplicate license IDs
February 3, 2012
March 6, 2012
March 27, 2012
June 29, 2012
Add compatibility requirements regarding Interaction Center 3.0.
•
IC-90659 – Document coaching restrictions for conferences on
Interaction Media Server
•
IC-90660 – Document hosted monitor restrictions for conferences
on Interaction Media Server
•
IC-90662 – Document hosted listens and recording behavior for
conferences on Interaction Media Server
•
IC-92112 – Document configuration and usage of Media Server
4.0 with Interaction Center 3.0
•
IC-92346 - MSCA regional model files: Spain, "es-ES"
•
IONMEDIA-208 – Change "Dynamic" load balancing to "Fewest
Elements" for less than 8 CPUs
•
IC-94973 – MSCA regional model files: New Zealand, "en-NZ"
•
IC-95244 – Add content for Text-to-Speech support
•
IC-82384 – Expose Media Server rules in TS (and IA)
•
IC-92283 – Document Secure Input/Secure IVR: Interaction
Media Server log encryption
•
IC-94660 – Secure Input: tell Media Server we support secure
input based on license
•
IC-95244 – Update "Play TTS audio" for Adv Ops to include MRCP
description
•
IC-93860, IONMEDIA-328 – Media Server to support IPv6 in
future
189
August 14, 2012
October 17, 2012
February 27, 2013
190
•
IONMEDIA-323 – Check for correct DSCP (QoS) tagging of
inbound RTP streams
•
Add tracing levels and descriptions for event logging
•
Add troubleshooting information regarding results of low free
space on hard disk drives
•
Add information on Interaction Media Server log files
•
Clarify property override hierarchy feature
•
Provide additional information on G.722 audio processing
•
Add clarification of CPU usage for additional software on
Interaction Media Server
•
Provide additional information on RTP redirection for dynamic
audio path
•
Recreate several diagrams for accuracy and consistency
•
Correct content for fax processing and provide additional details
•
Incorporate content for new antivirus requirements and best
practices
•
Update software requirements
•
Update hardware requirements
•
Update content regarding data migration from 3.0 to 4.0
•
Fix incorrect Interaction Center 3.0 backward compatibility level
•
Correct discrepancies regarding the maximum number of
participants for a single conference call on Interaction Media
Server
•
Correct the RTP acronym definition
•
DP-863 – Add content for support of in-band DTMF
•
DP-765 - Add content for new call analysis functionality when
connecting to remote stations in the Interaction Center network
•
DP-687 - Update migration procedures
•
DP-292 – Add feature item describing support of recording
notification beeps
•
IC-95754 – Add content describing adjustment of MaxNumFilters
registry setting for installation of the Interactive Intelligence QoS
driver
•
IC-95054 – Add content describing how conferences that contain
only external parties are automatically disconnected
•
IC-91257 – Add admonishment for selecting the appropriate
Interaction Media Server Service Update when using
SUInstall.exe
•
Add an admonishment stating that to use call analysis for a
language other than English that is set on the Interaction Center
server requires creating a Call Analysis Language server
parameter on the Interaction Center server
•
Add list of Special Information Tones supported by Interaction
Media Server
March 4, 2013
August 23, 2013
•
Add an admonishment stating that call analysis model files
cannot be modified. It also requests recordings of problematic
calls that fail call analysis be sent to Interactive Intelligence
•
Add information about supporting whisper tones announcing
auto-answer calls
•
Update content on virtualization support to include Testing
licenses
•
Add content regarding the need to generate and apply a new
license after applying Service Update 2 or later
•
IC-107503 – Add HTTP and HTTPS port numbers for packaged
servers
•
Modify content to specify how Interaction Center selects a single
Interaction Media Server should multiple servers exist in a
location
•
Remove obsolete information regarding installation of an
Interaction Media Server appliance and add cross-references to
the appropriate documentation.
Changed the default value for the Min Scheduler Latecy parameter
from 2 to 4.
•
IONMEDIA-502 – Add global language model for Call Analysis
feature
•
IONMEDIA-491, IC-109732 – Add language model for Call
Analysis feature for Korean, Republic of Korea
•
IONMEDIA-493, IC-109737 – Add language model for Call
Analysis feature for German, Switzerland
•
IONMEDIA-495, IC-109706 – Add language model for Call
Analysis feature for French, France
•
IONMEDIA-494, IC-109728 – Add language model for Call
Analysis feature for Italian, Italy
•
IONMEDIA-483, IC-109723 – Add language model for Call
Analysis feature for Chinese, Hong Kong
•
IONMEDIA-599 – Add language model for Call Analysis for
Spanish, Puerto Rico
•
IONMEDIA-604 – Add language model for Call Analysis for
Spanish, Peru
•
IONMEDIA-601 – Document that network communications can be
transmitted across multiple network adapters through
RtpAddressLocal and RtpAddressLocalMask properties
•
IC-96270 – Document that setting the Broken RTP Disconnect
Time server parameter to 0 (zero) stops Interaction Center from
disconnecting calls where both endpoints have stopped
transmitting RTP packets
•
IC-105999 – Document the new TS server parameter,
TreatEndpointIdleAsFullIdle, that enables Interaction Center
to disconnect an interaction where one party has stopped
transmitting RTP packets (idle state)
191
February 11, 2014
192
•
IC-108211 – Document new Automatic Speech Recognition (ASR)
statistics on the Audio Engine Status page of the Interaction
Media Server web user interface
•
IC-106095 – Document changes to Selection Rules feature
•
IC-109645 – Document supported decibel range for "beeps"
played during recording
•
IC-107892 – Document new Distributed Conferencing feature
•
Document the new ASR parameters on the Config-Parameters
web interface
•
Add content for the new Test button on the Alerts page of the
Interaction Media Server web interface
•
Update interface images
•
Update "Enable Secure Input feature" topic to be more
comprehensive
•
Add content on network interface configuration
•
Add new index entries and enhance existing entries
•
Update content on virtualization support
•
Add content on supported audio formats for prompts
•
DP-1082 – Remove references to an obsolete product
•
IC-112984 – Add content stating how Interaction Media Server
attempts to download grammars Interaction Speech Recognition
multiple times before entering an active state with the Interaction
Center server
•
Document the new RecognizerDiagnosticRecordings property
•
Add content for Interaction Speech Recognition
•
Clarify supported CPU brand
•
IONMEDIA-691 – Add language model for call analysis feature for
Spanish, Mexico
•
IONMEDIA-753 – Add language model for call analysis feature for
Turkish, Turkey
•
IONMEDIA-658 – Add language model for call analysis feature for
German, Germany
•
IONMEDIA-635, IC-109702 – Add language model for call
analysis feature for Danish, Denmark
•
IONMEDIA-623 – Add language model for call analysis feature for
Tagalog, Philippines
•
IONMEDIA-615 – Add language model for call analysis feature for
English, India
•
IC-113848 – Add language model for call analysis feature for
global setting (x-inin-global)
•
DP-162 – Document new features for conference calls on
Interaction Media Server
•
Added clarification about using RtpAddressLocalMask to
transmit RTP packets across multiple NICs in the host server
May 13, 2014
September 3, 2014
January 30, 2014
•
Added content for Interactive Intelligence SNMP agent registry
service
•
Added and updated content to reflect new licensing model
•
Update content and procedures for Server Selection Rules for
changes to the Interaction Administrator interface and expansion
of the feature (DP-1204) to other server types.
•
Update requirements section for recent .NET Framework version.
•
DP-1321 – Add Echo Cancellation configuration in Interaction
Administrator
•
DP-809 – Support for G.711 faxing
•
Updated documentation to reflect changes required in the
transition from version 4.0 SU# to CIC 2015 R1, such as updates
to product version numbers, system requirements, installation
procedures, references to Interactive Intelligence Product
Information site URLs, and copyright and trademark information.
•
IC-125022 – Display Interaction Media Server version and license
type in Interaction Administrator
•
IC-124113 – Alter About Box to display new application version
and patent information
•
IC-123549 – Configuration File Import
•
IC-122687 – Add option to disable an Interaction Media Server
from the web configuration
•
IC-118155 – Add regional model for call analysis for he-IL
(Israel)
•
IC-118151 – Add regional model for call analysis for ar-AE (UAE)
•
IC-118144 – Add regional model for call analysis for es-PA
(Panama)
•
IC-118139 – Add regional model for call analysis for es-GT
(Guatemala)
•
IC-107185 – Document new property, EnableCallRecovery, to
keep audio sources alive when a Notifer connection is lost
•
IC-119721 – Emphasize the recommendation of using the
Always-In method for audio processing
•
Updated screenshots throughout document
•
Added content for new CreateMemoryDumponEngineFault
parameter
•
Document new <Version> node in configuration file in "Import
configuration file" section
•
Rewrote procedure in "Apply an update to Interaction Media
Server" for new Deactivate Server feature and the new
Appliances .ISO file
•
Update "Copyright and Trademark information" page
•
Removed admonishment stating that Interaction Media Server
requires certified hardware for installation. Note that any
193
specified hardware requirements must still be met for installation
and support of Interaction Media Server.
March 2, 2015
March 25, 2014
July 28, 2015
September 30, 2015
December 14, 2015
Rewrote content in "Interaction Media Server virtualization" as this
option is not supported by Interactive Intelligence
•
DP-1467 – Secure IVR Playback
•
IC-127525 – DocLink: Add TLS support for Prompt Server
•
IC-127527 – DocLink: Add configuration to enable the media
server as default TTS provider
•
IC-127182 - Update the software requirements of Interaction
Media Server to state that its web interface supports only web
browsers that use version 1.1 or 1.2 of TLS
•
DP-1272 - Update content related to SNMP for the new changes
in the Interactive Intelligence SNMP service to support SNMPv3
•
Added feature description for the new 64-bit architecture that
enables more resource utilization.
•
Update all images to reflect corporate rebranding.
DP-1525 - Add REST API support to configure Interaction Media
Server
See Interaction Media Server REST API.
January 11, 2016
•
IC-133901 DocLink: MSCA regional model files: Kuwait, "ar-KW"
(Install: Server)
See Supported call analysis language models and regions.
•
IC-134614 Clarify content on NIC teaming in Interaction Media
Server documentation
See Teamed network interfaces.
March 9, 2016
•
IC-135280 Update media server tech ref regarding
RtpAddressLocalMask/multiple nic's
See Teamed network interfaces and Configure Interaction Media
Server to use a network interface for RTP communications.
•
IC-135385 DocLink: MSCA regional model files: Taiwan, "zh-TW"
(Install: Server)
See Supported call analysis language models and regions.
•
IC-135406 Check Media Server documentation for possible
impacts by ITTS
See Interaction Text To Speech (ITTS) licenses.
•
DP-1665 Windows 10 Validation
Added "Microsoft Edge" to supported web browsers for viewing
the Interaction Media Server web interface in Interaction Media
Server software requirements.
194
August 24, 2016
•
IC-137979 DocLink: Add support for Portugal, "pt-PT", for Media
Server Call Analysis
See Supported call analysis language models and regions.
November 17, 2016
•
Updated content in Interaction Media Server call recordings and
failover
•
DP-1449 Add support for Opus for Recordings
•
DP-1710 Support for OPUS mono and dual-channel recordings
within Interaction Recorder
•
IC-139824 DocLink: Create a way to produce a dump of the
media server via the web configuration page
For more information about this feature, see Create a diagnostic
memory dump and Interaction Media Server memory dump.
March 7, 2017
April 24, 2017
•
Updated diagrams to conform to corporate standards.
•
Added Notes to the Apply Interaction Media Server updates
section that indicate that once that Interaction Media Server
reboots after deactivation, it will automatically begin accepting
new calls from Customer Interaction Center servers.
•
Update "Copyright and Trademark information" page
Replaced list of language licenses for Interaction Text to Speech with
a cross-reference to Text to Speech Engines for IC Technical
Reference.
195
Index
A
About page, 95
administration
change server name, 75
defragment drive, 76
optional tasks, 75
remove CIC, 76
REST API, 135
Administration page, 130
advantages, 9
always-in audio path, 38
antivirus, 186
API. See REST API
audio issues, 176
data corruption, 177
jitter, 176
packet loss, 177
VLAN configuration, 177
audio path, 38
always-in, 38
configure, 40
dynamic, 39
audio processing, 7
B
backward compatibility, 185
C
call analysis
language models, 71
language support, 7, 12
remote stations, 74
supported regions, 73
CIC
backward compatibility, 185
configure, 37
connect, 21
connection failure, 180
remove, 76
codecs
supported, 10
conference calls, 60
configure locations, 67
considerations, 67, 70
distributed example, 65
features, 60
latency values, 63
location types, 62
overview, 61
server selection, 63
test configuration, 68
troubleshooting, 182
configuration. See administration
196
export, 126
import, 126
configuration options, 95
D
Details button, 96
Diagnostics page, 124
disconnected calls, 179
domain
add Interaction Media Server, 24
DSCP, 88
DTMF
digit obfuscation, 79
dynamic audio path, 39
E
encryption, 79
DTMF, 124
F
fax
QoS, 82
fax over IP, 82
faxing, 82
inbound, 82
licensing, 84
outbound, 83
features, 10
audio, 11
network, 10
other, 12
telephony, 12
I
inactive connection, 181
install, 15
add to CIC, 21
appliance, 15
hardware requirements, 15
software, 15
software requirements, 16
task, 17
Interaction Migrator, 35
interface, 85
About page, 95
Administration page, 130
Diagnostics page, 124
License page, 132
Media Engine page, 98
Parameters page, 104
Properties page, 111
reference, 95
Server Status page, 96
Servers page, 100
Snmp page, 128
introduction, 7
J
configure, 57
overview, 57
supported formats, 58
properties
custom, 120
override hierarchy, 121
Properties page, 111
jitter, 176
L
language models, 71
languages
call analysis, 73
license
acquire, 30
apply, 31
basic sessions, 29
conference sessions, 30
fax sessions, 30
G.729, 30
media engines, 29
media sessions, 29
overview, 29
standard, 29
License page, 132
locations, 44
add membership, 44
modify membership, 45
log file settings, 126
log files
overview, 175
trace levels, 126
troubleshooting, 178
M
Media Engine page, 98
memory dump, 176
migrate configuration, 35
N
network
configure, 40
RTP, 42
teamed interfaces, 41
network communications, 7
network topology, 8
O
overview, 7
Q
QoS. See Quality of Service
Quality of Service, 88
layer 3 switches, 90
modify DSCP value, 88
R
recordings
failover, 171
host outage, 173
network outage, 172
retrieve, 85
troubleshooting, 176
requirements
hardware, 15
network, 15
software, 16
REST API, 135
S
Secure Input, 13, 79
DTMF encryption, 124
security
antivirus, 186
Selection Rules, 13, 46
add or modify, 53
assign by location, 49
assign to location, 55
default values, 49
entry types, 47
excluded locations, 51
location groups, 51
server name, change, 75
server status, 96
Server Status page, 96
Servers page, 100
Simple Network Management Protocol. See
SNMP
SIT, 73
SNMP, 90
Snmp page, 128
special information tones, 73
switchover, 181
P
Parameters page, 104
probation, 178
Prompt Server
configuration, 59
T
T.30. See faxing
T.38. See faxing
teamed NICs, 41
197
trace topics, 126
export settings, 126
import settings, 126
levels, 126
troubleshooting, 175
audio issues, 176
CIC server connection, 180
conference calls, 182
disconnected calls, 179
inactive connection, 181
log files, 175
low storage space, 178
memory dump, 176
probation, 178
program files, 181
recordings, 176
switchover, 181
198
U
update, 25
install, 25
prerequisites, 25
upgrade, 35
V
virtualization, 14
VLAN
audio issues, 177
W
web interface, 85, See interface
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