Interaction Media Server Technical Reference

Interaction Media Server Technical Reference
Interaction Media Server™
Technical Reference
Customer Interaction Center® (CIC)
2018 R1
Last updated October 24, 2017
(See Change Log for summary of changes.)
Abstract
Interaction Media Server is a CIC subsystem that handles communications traffic in
the CIC environment. Interaction Media Server plays prompts, records call,
performs call analysis, handles fax communications, and transcodes calls from
various SIP devices used with a CIC server. It also provides keyword spotting and
Dual Tone Multi-Frequency (DTMF) recognition for use in other CIC products.
For the latest version of this document, see the PureConnect Documentation Library
at: http://help.inin.com/cic.
Copyright and Trademark Information
Interactive Intelligence, Interactive Intelligence CIC, Interaction Administrator, Interaction Attendant, Interaction Client,
Interaction Designer, Interaction Tracker, Interaction Recorder, Interaction Mobile Office, Interaction Center Platform,
Interaction Monitor, Interaction Optimizer, and the “Spirograph” logo design are registered trademarks of Genesys
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Recorder are trademarks of Genesys Telecommunications Laboratories, Inc. The foregoing products are ©1997-2017
Genesys Telecommunications Laboratories, Inc. All rights reserved.
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The foregoing products are ©2000-2017 Genesys Telecommunications Laboratories, Inc. All rights reserved.
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products are ©2002-2017 Genesys Telecommunications Laboratories, Inc. All rights reserved.
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foregoing products are ©2005-2017 Genesys Telecommunications Laboratories, Inc. All rights reserved.
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Interaction Process Automation, Deliberately Innovative, Interaction Feedback, and Interaction SIP Station are registered
trademarks of Genesys Telecommunications Laboratories, Inc. The foregoing products are ©2009-2017 Genesys
Telecommunications Laboratories, Inc. All rights reserved.
Interaction Analyzer is a registered trademark of Genesys Telecommunications Laboratories, Inc. Interaction Web Portal
and IPA are trademarks of Genesys Telecommunications Laboratories, Inc. The foregoing products are ©2010-2017
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are registered trademarks of Genesys Telecommunications Laboratories, Inc. Interactive Intelligence Communications as
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Laboratories, Inc. The foregoing products are ©2012-2017 Genesys Telecommunications Laboratories, Inc. All rights
reserved.
Interaction Speech Recognition and Interaction Quality Manager are registered trademarks of Genesys Telecommunications
Laboratories, Inc. Bay Bridge Decisions and Interaction Script Builder are trademarks of Genesys Telecommunications
Laboratories, Inc. The foregoing products are ©2013-2017 Genesys Telecommunications Laboratories, Inc. All rights
reserved.
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a trademark of Genesys Telecommunications Laboratories, Inc. The foregoing products are ©2013-2017 Genesys
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DISCLAIMER
GENESYS TELECOMMUNICATIONS LABORATORIES (GENESYS) HAS NO RESPONSIBILITY UNDER WARRANTY,
INDEMNIFICATION OR OTHERWISE, FOR MODIFICATION OR CUSTOMIZATION OF ANY GENESYS SOFTWARE BY
GENESYS, CUSTOMER OR ANY THIRD PARTY EVEN IF SUCH CUSTOMIZATION AND/OR MODIFICATION IS DONE
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Telephone/Fax (844) 274-5992
www.genesys.com
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Interaction Media Server Technical Reference
Table of Contents
Interaction Media Server™ ................................................................. i
Introduction to Interaction Media Server .......................................... 8
Interaction Media Server functional overview ........................................... 8
Interaction Media Server network communications .................................. 8
Interaction Media Server audio processing ............................................... 8
Interaction Media Server network topology .............................................. 9
Small contact center Interaction Media Server implementation ......................... 9
Large contact center Interaction Media Server implementation ......................... 9
Interaction Media Server advantages ...................................................... 10
Interaction Media Server frees resources ..................................................... 10
Interaction Media Server reduces network consumption ................................ 10
Interaction Media Server provides scalability ................................................ 11
Interaction Media Server provides redundancy ............................................. 11
Interaction Media Server features ........................................................... 11
Interaction Media Server network features ................................................... 11
Interaction Media Server audio features ...................................................... 12
Interaction Media Server telephony features ................................................ 13
Other Interaction Media Server features ...................................................... 13
Interaction Media Server virtualization ................................................... 15
Install Interaction Media Server ...................................................... 15
Install Interaction Media Server appliance .............................................. 15
Install Interaction Media Server software ............................................... 15
Interaction Media Server hardware and network requirements ....................... 16
Interaction Media Server software requirements ........................................... 16
Install Interaction Media Server on a certified computer ................................ 17
Add CIC server to Interaction Media Server ............................................ 21
Add Interaction Media Server to a domain .............................................. 25
Apply Interaction Media Server updates .................................................. 25
Preinstallation tasks .................................................................................. 25
Apply an update to Interaction Media Server ................................................ 26
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 ................................................. 31
Apply an Interaction Media Server license .................................................... 31
Interaction Media Server Technical Reference
iii
Upgrade Interaction Media Server ................................................... 34
Full migration .......................................................................................... 34
Partial migration ..................................................................................... 34
Configure CIC for Interaction Media Server ..................................... 35
Always-In audio path ................................................................................ 36
Dynamic audio path .................................................................................. 37
Which audio path method do I use? ............................................................ 37
Set the Interaction Media Server audio path behavior ................................... 37
Configure network interfaces on Interaction Media Server ..................... 38
Teamed network interfaces ........................................................................ 39
Configure Interaction Media Server for virtual local area networks .................. 39
Configure Interaction Media Server to use a network interface for RTP
communications ....................................................................................... 40
Add Interaction Media Server to a CIC location ....................................... 42
Add Interaction Media Server to a location ................................................... 42
Modify an existing Interaction Media Server location ..................................... 43
Interaction Media Server Selection Rules for audio processing ............... 44
Selection Rules location entry types ............................................................ 45
Default Selection Rules configuration for interactions .................................... 47
Selection Rules configuration by location ..................................................... 47
Selection Rules location groups .................................................................. 48
Selection Rules excluded locations .............................................................. 49
Add or modify an Interaction Media Server Selection Rules configuration ......... 50
Assign an Interaction Media Server Selection Rules configuration to a location . 52
Configure Prompt Server for Interaction Media Server ............................ 54
Prompt Server overview ............................................................................ 54
Supported audio formats for Prompt Server ................................................. 55
Configure Prompt Server settings in Interaction Administrator........................ 56
Interaction Media Server conference calls ............................................... 57
Conference call features ............................................................................ 57
Conference call overview ........................................................................... 58
Location types for conference calls.............................................................. 59
Interaction Media Server selection for conference call processing.................... 59
Distributed conference call example ............................................................ 62
Considerations for configuring distributed conferencing ................................. 63
Configure a location to provide hub connections for distributed conference calls63
Test configuration of distributed conference calls .......................................... 64
Interaction Media Server conference call considerations ................................ 66
Specify Interaction Media Server call analysis language model ............... 67
Supported call analysis language models and regions .................................... 69
Special Information Tones reference ........................................................... 69
Call Analysis for remote stations ................................................................. 70
Optional administrative tasks for Interaction Media Server ............ 70
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Interaction Media Server Technical Reference
Change the name of Interaction Media Server ......................................... 70
Change the defragmentation schedule on Interaction Media Server ....... 71
Delete an Interaction Media Server from CIC .......................................... 71
Enable Secure Input feature .................................................................... 73
Enable Secure IVR Playback feature ........................................................ 75
Secure IVR Playback licensing .................................................................... 75
Secure IVR Playback configuration .............................................................. 76
Interaction Media Server faxing ...................................................... 76
Interaction Media Server faxing process ................................................. 76
Inbound faxes and Interaction Media Server ................................................ 77
Outbound faxes and Interaction Media Server .............................................. 78
Interaction Media Server fax licensing .................................................... 78
Configure Interaction Media Server through the web interface ....... 79
Configure audio recording retrieval on Interaction Media Server ............ 79
Configure Quality of Service on Interaction Media Server ....................... 81
Modify the DSCP value of IP packets for Interaction Media Server ................... 81
Configure layer 3 switches to trust the DSCP values from Interaction Media
Server ..................................................................................................... 83
Configure SNMP support on Interaction Media Server ............................. 83
Interaction Media Server web interface reference ........................... 87
Interaction Media Server Status-About page ........................................... 87
Interaction Media Server Status-Server Status page ............................... 88
Interaction Media Server Status-Media Engine page ............................... 90
Interaction Media Server Config-Servers page ........................................ 92
Interaction Media Server Config-Parameters page .................................. 95
Interaction Media Server Config-Properties page .................................. 101
Add custom properties to Interaction Media Server ..................................... 110
Property override hierarchy for Interaction Media Server ............................. 110
Interaction Media Server Config-Diagnostics page ................................ 114
Set encryption key .................................................................................. 114
Import trace topics ................................................................................. 115
Download current trace topics .................................................................. 115
Import configuration file .......................................................................... 115
Download current configuration ................................................................ 116
Create a diagnostic memory dump............................................................ 116
Set tracing levels .................................................................................... 116
Interaction Media Server Config-Snmp page ......................................... 117
Interaction Media Server Config-Administration page ........................... 119
Change Login Credentials ........................................................................ 119
HTTP/HTTPS Server ................................................................................ 120
REST API ............................................................................................... 120
Deactivate Server ................................................................................... 120
Interaction Media Server Config-License page ...................................... 121
Interaction Media Server Technical Reference
v
Interaction Media Server REST API ............................................... 122
REST API configuration ......................................................................... 122
Enable REST API on an Interaction Media Server ........................................ 122
REST API usage ..................................................................................... 124
REST API commands ............................................................................... 124
REST API value types .............................................................................. 124
REST API restrictions .............................................................................. 125
HTTP status codes .................................................................................. 126
REST API tools ....................................................................................... 127
REST API methods ................................................................................. 130
Activation and deactivation ...................................................................... 130
Command servers................................................................................... 132
Configuration and statistics ...................................................................... 145
Interaction Media Server call recordings and failover ................... 159
Interaction Media Server call recording if CIC or the network connection
fails ....................................................................................................... 161
Interaction Media Server call recording if Interaction Media Server fails
.............................................................................................................. 161
Troubleshoot Interaction Media Server issues ............................... 161
Interaction Media Server log files.......................................................... 162
Interaction Media Server memory dump ............................................... 162
Interaction Media Server stopped recording calls ................................. 162
Audio quality issues .............................................................................. 162
Jitter ..................................................................................................... 162
VLAN misconfiguration ............................................................................ 163
Packet loss ............................................................................................ 164
Data corruption ...................................................................................... 164
Interaction Media Server stopped creating or appending log files ......... 164
Low storage free space ......................................................................... 164
Probation status in Windows Event Log ................................................ 165
Disconnected calls ................................................................................. 166
Connection to CIC server over a WAN is failing ..................................... 166
Lost or forgotten credentials for Interaction Media Server REST API .... 166
Interaction Media Server backward compatibility with CIC ................... 167
Interaction Media Server has corrupted or missing components ........... 167
CIC marks Interaction Media Server inactive and creates an entry in the
Windows Event Log ............................................................................... 167
Cannot connect Interaction Media Server to the secondary server in a
switchover pair...................................................................................... 168
Distributed conference call considerations ............................................ 168
Interaction Media Server web interface does not accept administrator
credentials with Japanese characters .................................................... 169
Appendix A: OpenSSL Copyright ................................................... 170
Appendix B: Backward compatibility with CIC ............................... 171
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Interaction Media Server Technical Reference
Appendix C: Antivirus requirements and best practices for CIC and
subsystem servers......................................................................... 172
Install only a supported antivirus product ............................................. 172
Install only the virus protection security feature .................................. 172
Configure real-time protection for only write operations ...................... 173
Exclude continually accessed file types and directories ......................... 173
Files and file types to exclude .................................................................. 173
Directories and subdirectories to exclude ................................................... 173
Update virus definitions daily ................................................................ 174
Conduct a full scan of the file system on a regular basis ....................... 174
Change Log.................................................................................... 175
Interaction Media Server Technical Reference
vii
Introduction to Interaction Media Server
This section provides an introduction to Interaction Media Server.
Interaction Media Server functional overview
Interaction Media Server is a required subsystem of CIC. 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 CIC
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 CIC environment. When Interaction Media Server must
make a connection, change, or termination between two or more SIP calls, CIC
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 CIC server to use a language other than English (US), create
the Call Analysis Language server parameter on the CIC server and set it to
the appropriate language code. For more information, see Specify Interaction
Media Server call analysis language model.
8
•
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 recording a call, 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 CIC system, an Interactive Voice
Response system can present the caller with audio prompts to select 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
Interaction Media Server Technical Reference
system hosts the call on a single Interaction Media Server. For a conference
call with more than 20 participants, the system processes the call through
multiple Interaction Media Servers.
•
Keyword spotting – Interaction Media Server analyzes speech during
telephone conversations and can recognize predefined keywords when 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 CIC telephony
network. No matter the size and locations of your contact centers, Interaction
Media Server allows you to serve all locations with a single CIC 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 CIC server.
Large contact center Interaction Media Server implementation
This implementation is for large contact centers where agents or users are in
geographically distant locations.
Interaction Media Server Technical Reference
9
Interaction Media Server advantages
Interaction Media Server provides distinct advantages in your CIC telephony
network. Ranging from resource availability to redundancy, these advantages
ensure that your network can adapt to the demands 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 allows CIC to focus on only the logistics of calls. To increase the capacity of
your contact center, add 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 CIC. The system only sends small, occasional Session Initiation Protocol
(SIP) packets from CIC through the WAN to the SIP telephone and the gateway.
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Interaction Media Server Technical Reference
Interaction Media Server provides scalability
Interaction Media Server is a scalable system, which allows you to have many
Interaction Media Servers for a single CIC server.
To allocate and use multiple Interaction Media Servers properly, you can configure
logical locations in which Interaction Media Servers reside. For example, you can
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 allows you to maximize resources and licensed sessions where you
need them.
For large conference calls of more than 20 participants, CIC distributes callers
across multiple Interaction Media Servers, even in different locations.
Genesys recommends that you use an N+1 configuration for Interaction Media
Servers where N represents the number of Interaction Media Servers required to
service a system or location. The additional Interaction Media Server allows 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 CIC server.
Therefore, if the CIC server becomes unavailable for any other reason, the active
calls processing 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:
 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)
Interaction Media Server Technical Reference
11
Important!
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. It 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 determing whether you
enabled the Disable Media Server Passthru feature on the SIP line.
 Global System for Mobile Communications (GSM) (06.10) – Interaction Media
Server uses GSM as only an audio codec.
 Opus codec that allows 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
CIC servers allows redundancy in your telephony network when any specific
system becomes unavailable. Interaction Media Server can support multiple
CIC servers and one CIC 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 analyze recorded calls manually.
12
•
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.
•
Play recordings – Interaction Media Server plays call recordings when you use
Interaction Recorder Client.
•
Play voice mail – Interaction Media Server plays voice mail recordings.
Interaction Media Server Technical Reference
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 MultiFrequency (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 CIC server to use a language other than English (US),
you must create the Call Analysis Language server parameter on the CIC 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 CIC Text to Speech Engines 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 that Genesys developed. Interaction Speech Recognition allows CIC to
identify basic spoken words, such as ones a caller provides 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 PureConnect 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 in
Interaction Administrator.
Other Interaction Media Server features
The following list provides other features in this version of Interaction Media
Server:
•
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 the functionality in the Interaction
Media Server web-based user interface. For more information about the
Interaction Media Server REST API, see Interaction Media Server REST API.
Interaction Media Server Technical Reference
13
•
Selection Rules – This feature allows you to create and tailor configurations
that CIC 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 CIC
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 you enable the Secure
Input feature, 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 press on 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 CIC to retrieve call recordings and diagnostic
recordings through HTTPS network communications.
•
Conferencing – Interaction Media Server can host conference calls. For
conference calls of more than 20 participants, CIC 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 other 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 CIC 4.0 and CIC 3.0 SU12 and later. However, to
ensure that best performance and feature availability in your CIC
environment, Genesys 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)
14
•
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 you are
recording the call. 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
ASR engine to recognize speech. For more information about Interaction
Interaction Media Server Technical Reference
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 allows 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.
•
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 requires more disk
space for call recordings. The following list provides some Opus characteristics
that impact CPU usage and recording disk space:
• Dynamically adjustable bitrate
• Audio bandwidth
• Frame size for audio streams
• Two-channel recordings
To ensure that you sized your Interaction Media Server 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. Genesys 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 CIC Virtualization Technical Reference in the
PureConnect Documentation Library.
Install Interaction Media Server
This provides instructions for installing Interaction Media Server.
Install Interaction Media Server appliance
Genesys 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 Genesys, 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 Technical Reference
15
Interaction Media Server hardware and network requirements
CPU (minimum)
Intel quad-core, hyper-threaded CPU
RAM
4 GB
Local disk space
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 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 CIC server in the network
Domain (optional)
If you do not connect Interaction Media Server to a
domain, limit the computer 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
•
Windows Server 2012 R2
•
Windows Server 2008 R2 (Service Pack 1)
 Datacenter edition
 Enterprise edition
 Standard edition
Software
Microsoft .NET Framework 3.5.1 or later
Tips:
• Genesys recommends installing Microsoft .NET Framework
4.0 (Full) and later in addition to .NET Framework 3.5.1 for
future compatibility.
• To enable Microsoft .NET Framework 3.5.1 or later use
Server Manager -> Features.
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Interaction Media Server Technical Reference
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, the system doesn’t install or
require iUpdate and Microsoft .NET Framework.
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) protocol. The Interaction Media Server web
interface does not support the TLS v1.0 or SSL protocols.
Install Interaction Media Server on a certified computer
1. If you have not done so already:
a. Download the CIC .iso file from the Product Information site at the
following URL address:
https://my.inin.com/products/Pages/Downloads.aspx
b. Copy the .iso file to a non-CIC file server with a high bandwidth
connection to the computers on which you install a CIC product.
c. Mount the .iso file and share the contents to make them accessible to the
computers on which you 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 computer on which you want to
install Interaction Media Server.
“n” is a variable that represents digits that identify the specific release of CIC.
4. Run the MediaServer_20nn_Rn.msi file.
The Welcome to the Interaction Media Server Setup Wizard for CIC 20nn
Rn page appears.
Interaction Media Server Technical Reference
17
Note:
If you receive an error message regarding the maximum number of network
filters, change a default registry setting to allow the installation program to install
the PureConnect QoS driver. For more information, see
http://support.microsoft.com/kb/2530477.
5. Click Next.
The Custom Setup page appears.
The Custom Setup page allows you to do the following optional tasks:
•
Change installation directory – To change the directory where you
installed the Interaction Media Server software, 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 – Click Disk Usage to determine whether the hard
disk drive has enough free space available to install the Interaction Media
Server software.
Notes:
• If you already have PureConnect software installed on the system, the
interface does not display a Browse button because you must install all
PureConnect software in the same directory location.
• By default, the PureConnect QoS driver installs silently and adds the
certificate 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.
6. Click Next.
The Web Configuration Server page appears.
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Interaction Media Server Technical Reference
7. Specify the necessary information:
•
Web Configuration Server HTTP Port – Port number for Interaction
Media Server to use for HTTP web interface sessions.
•
Web Configuration Server HTTPS Port – Secure port number for
Interaction Media Server to use for HTTPS web interface sessions.
•
Administration Login Name – 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 CIC
account.
Caution:
If you don’t type anything in this text box, the Interaction Media Server web
interface does not require authentication for access.
•
Administration Login Password – Password that you want a user to
supply when accessing the Interaction Media Server web interface.
•
Confirm Password – Retype the password that you provided in the
previous box.
8. Click Next.
The Web Configuration Server (continued) page appears.
Interaction Media Server Technical Reference
19
9. Specify the following information:
•
RtpAddressLocal: IP address that Interaction Media Server uses for RTP
audio processing.
•
RtpAddressLocalMask: Subnet mask for the IP address that you
specified in the RtpAddressLocal box.
10. Click Next.
The Interaction Media Server Install page appears.
11. Specify the following information:
•
HTTP Cache Location: Path to store files transferred over HTTP (the
default file transfer mechanism).
•
Recordings and Faxes Location: Path to store files associated to
recordings and faxes.
12. If you need assistance in specifying the path, click Browse to view the local file
system for the specific directory.
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Interaction Media Server Technical Reference
13. Click Next.
The Ready to install Interaction Media Server for CIC page appears.
14. To change any specifications that you specified, click Back until the appropriate
page appears. Otherwise, click Install to start installation of Interaction Media
Server.
The Installing Interaction Media Server page appears.
When the installation process completes, the final installation page appears.
15. Click Finish.
An Interaction Media Server for CIC 20nn Rn Setup page appears.
16. Click Yes to restart the server.
Important!
Interaction Media Server cannot function properly without a restart of the server
after installation.
Add CIC server to Interaction Media Server
This section contains the procedure for configuring Interaction Media Server to
communicate with one or more CIC servers.
Note:
Before you can do this procedure, you must have a functional CIC server in your
network.
To add a CIC 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 URL of the Interaction Media Server
computer. 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 Technical Reference
21
If you assigned credentials, Interaction Media Server prompts you for the
administrative user ID and password.
2. Type 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. Don’t
specify 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.
5. In the following fields, specify the indicated information:
22
•
Notifier Host – Type the fully qualified domain name of the CIC server to
which you want to connect this Interaction Media Server.
•
IC User Id – Type the CIC administrative user ID that allows Interaction
Media Server to log on to the server.
•
IC Password – Type 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 CIC server, select Yes from this list box.
Interaction Media Server Technical Reference
•
Copy Properties From – To copy the defined values from a previously
defined CIC server, select that server from this field. If this CIC definition
is your first, leave this field blank.
6. At the bottom of the page, click Add to create an Interaction Media Server
connection to the specified CIC server.
Once you configure Interaction Media Server to communicate with a CIC server,
use Interaction Administrator to accept the security certificate that Interaction
Media Server sends to the CIC server. This action allows the systems to
communicate securely over an SSL connection.
7. On the CIC server, open Interaction Administrator.
8. On the left side of the Interaction Administrator window, select the System
Configuration container.
The right side displays the Configuration item.
9. Double-click the Configuration item.
The System Configuration dialog box appears.
Interaction Media Server Technical Reference
23
10. Select the Certificate Management tab.
11. In the Subsystem Certificates Configuration area, click Modify.
The Subsystem Certificates dialog box appears.
12. Select the New certificate from the Interaction Media Server that you configured
to communicate with this CIC server.
13. Click Trust.
The system now trusts the certificate from the specified subsystem.
14. On the Subsystem Certificates dialog box, click Close.
Note:
It can take up to 2 minutes for the Interaction Media Server certificate to appear
in Interaction Administrator under the Media Servers object.
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Interaction Media Server Technical Reference
15. The specified Interaction Media Server is now displayed in Interaction
Administrator under the Media Servers container and can now host sessions
from the CIC 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.
Apply Interaction Media Server updates
Periodically, Genesys releases improvements to its products in the form of
updates. Each update contains multiple improvements and distributes as an
installation package.
To ensure that your CIC software is current with all features and fixes, install the
latest update on Interaction Media Server, the CIC server, and any other related
products.
Caution:
Apply the update to Interaction Media Server before applying the same level update
to any other CIC 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 URL:
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 displays.
Interaction Media Server Technical Reference
25
4. In the CIC section, download either the latest CIC update or the Appliances
update (both are available as .ISO files) from the following URL:
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.
3. On the left side of the page, select the Administration icon.
The Config – Administration page displays.
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Interaction Media Server Technical Reference
4. In the Deactivate Server section, click Deactivate.
The page displays the number of active sessions.
Interaction Media Server does not accept any new calls from CIC servers.
Interaction Media Server maintains current calls until one of the parties on the
call ends the call.
5. Click Refresh or select Auto-refresh every 10s to view the current number of
active resources in use.
Interaction Media Server Technical Reference
27
6. Wait until the number of active resources is 0 (zero).
7. If you record calls through this Interaction Media Server, wait another 5 minutes
for Interaction Recorder to retrieve any active recordings from this Interaction
Media Server.
8. Log out and close the web interface.
9. At the console of the inactive Interaction Media Server, log on with a user
account that is a member of the Administrators domain group.
10. 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\OffServerComponents\
(CIC .ISO file)
11. Execute the appropriate file:
Interaction Edge host
EDGEMediaServer_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 – If Interaction Media Server resides on your own
hardware or a PureConnect Package Server, select this option.
•
Interaction Media Server Edge – If Interaction Media Server resides on an
Interaction Edge appliance, select this option.
The system applies the update to this Interaction Media Server.
12. Restart Interaction Media Server.
13. 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 PureConnect QoS driver. For more information, see
http://support.microsoft.com/kb/2530477.
14. Once you have finished the setup wizard, restart the system.
15. Log on to Interaction Media Server again with an administrative user account.
16. In the Windows Control Panel, in the Administrative Tools folder, start the
Services application.
The Services window appears.
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Interaction Media Server Technical Reference
17. Ensure that the ININ Media Server service is started and running.
18. On any computer, open a web browser and navigate to the URL of the web
interface of this Interactive Media Server.
19. Type the administrative user name and password for this Interactive Media
Server web interface.
The Status-About page appears.
20. On the left side of the page, click the Server Status icon.
21. 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 requires 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 CIC 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
you installed Interaction Media Server.
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
Each audio operation on an Interaction Media Server requires a media session.
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:
Interaction Media Server Technical Reference
29
•
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. Define basic sessions in the CIC
server license.
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. Define
conference sessions in the CIC 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. Define fax sessions
in the CIC 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 CIC
license. Use the Online Ordering System to purchase these licenses. You can then
download the license from the 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
Purchase a license specifying the number of simultaneous sessions that
Interaction Text To Speech allows:
I3_SESSION_MEDIA_SERVER_TTS
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Interaction Media Server Technical Reference
Purchase the languages that you want to use with the text-to-speech synthesizer.
The following list provides the languages that Interaction Text-to-Speech currently
supports:
•
Dutch (Netherlands) I3_FEATURE_MEDIA_SERVER_TTS_LANGUAGE_NL
•
English (US) I3_FEATURE_MEDIA_SERVER_TTS_LANGUAGE_EN
•
English (Australia) I3_FEATURE_MEDIA_SERVER_TTS_LANGUAGE_EN_AU
•
English (Great Britain)
I3_FEATURE_MEDIA_SERVER_TTS_LANGUAGE_EN_GB
•
French (Canada) I3_FEATURE_MEDIA_SERVER_TTS_LANGUAGE_FR_CA
•
French (France) I3_FEATURE_MEDIA_SERVER_TTS_LANGUAGE_FR
•
German (Germany) I3_FEATURE_MEDIA_SERVER_TTS_LANGUAGE_DE
•
Italian (Italy) I3_FEATURE_MEDIA_SERVER_TTS_LANGUAGE_IT
•
Japanese (Japan) I3_FEATURE_MEDIA_SERVER_TTS_LANGUAGE_JA
•
Mandarin Chinese (China)
I3_FEATURE_MEDIA_SERVER_TTS_LANGUAGE_ZH_CN
•
Portuguese (Brazil) I3_FEATURE_MEDIA_SERVER_TTS_LANGUAGE_PT_BR
•
Spanish (US) I3_FEATURE_MEDIA_SERVER_TTS_LANGUAGE_ES
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 License Management website (http://license.inin.com) allows you to create
Interaction Media Server and CIC licenses. If you purchased the appropriate
products, Genesys certifies and authorizes you to generate these licenses through
the website.
If Genesys didn’t certify you to log on to this website, you can contact Genesys
through the following email address:
licenseissues@genesys.com
When you contact Genesys through this email address, include your order number
and request a license file. If you are installing the Interaction Media Server
software on your own hardware that you didn’t purchase from Genesys, include
your server name and MAC address ID numbers for the computer that you intend
to host Interaction Media Server.
For more information about generating your CIC server license for Interaction
Media Server, see PureConnect Licensing Technical Reference.
Apply an Interaction Media Server license
After you have acquired a CIC license that includes Interaction Media Server,
apply it to both Interaction Media Server and CIC.
1. Load the license on Interaction Media Server by doing the following steps:
a. Place your CIC 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/
Interaction Media Server Technical Reference
31
Note:
Your address and port number could differ from the example.
Packaged Interaction Media Servers use HTTP port 8083. Software-only
installations of Interaction Media Server default to HTTP port 8084.
The system prompts you for your 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.
The Config-Servers page appears.
e. On the left side of the page, click the License tab.
The Config-License page appears.
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Interaction Media Server Technical Reference
f.
Click the Add License hyperlink.
The To add a License page appears:
g. Follow the instructions at the top of the page.
h. Once you load the license, click the Servers icon on the left side of the page.
i.
Select a CIC server to which to connect this Interaction Media Server and
then click Server.
The Configuration of Command Server page appears.
j.
In the Accept sessions list, select Yes.
k. Click Apply Changes.
l.
Repeat the Accept sessions configuration for each CIC server that you want
the Interaction Media Server to communicate with.
2. Load the license on CIC 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.
Interaction Media Server Technical Reference
33
The Load License dialog box appears.
d. In the Load License dialog box, navigate to the location of the license file
and double-click the license file.
The system loads the included licenses and features into CIC.
e. Click Close to complete the process.
The Interaction Media Server that you configured to communicate with this
CIC server is now displayed in Interaction Administrator under the
Configuration > Media Servers > Servers object.
Upgrade Interaction Media Server
Interaction Migrator allows you to export configuration data from previous
versions of CIC 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, 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. Recreate the 2.4
configuration manually on a new Interaction Media Server.
Full migration
This method upgrades all products in your CIC network. If you are upgrading all
products in your CIC network, you must follow the procedures in CIC 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 CIC 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
Procedure overview
Install a new
Interaction
Media Server
1.
Install Interaction Media Server on a new server with the Microsoft
Windows Server 2008 R2 or Windows Server 2012 R2 operating system.
Apply the latest update to the latest version of Interaction Media Server.
For more information, see Apply Interaction Media Server updates.
Install Interaction Migrator on the previous Interaction Media Server using
the procedure in the "Install Interaction Migrator" section of CIC
Migration Installation and Configuration Guide.
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 CIC Migration Installation and
Configuration Guide.
Install Interaction Migrator on the new Interaction Media Server.
Using Interaction Migrator, import the configuration data to the new
Interaction Media Server using the procedure in the "Import
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Interaction Media Server Technical Reference
Method
Procedure overview
Interaction Media Server 3.0 Configuration Data" topic of CIC
Migration Installation and Configuration Guide.
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
CIC Migration Installation and Configuration Guide.
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
CIC Migration Installation and Configuration Guide.
Ensure that the server meets the requirements for Microsoft Windows
Server 2008 R2 or Windows Server 2012 R2. For more information
about Windows Server requirements, see
http://technet.microsoft.com.
Upgrade the operating system to Microsoft Windows Server 2008 R2 or
Microsoft Windows Server 2012 R2.
Install the latest version of Interaction Media Server. For more
information, see Install Interaction Media Server.
Apply the latest update to the latest version of Interaction Media Server.
For more information, see Apply Interaction Media Server updates.
Install Interaction Migrator using the procedure in the "Install Interaction
Migrator" section of CIC Migration Installation and Configuration
Guide.
Using Interaction Migrator, import that configuration data using the
procedure in the "Import Interaction Media Server 3.0 Configuration
Data" topic of CIC Migration Installation and Configuration Guide.
Configure CIC for Interaction Media Server
After you install Interaction Media Server in your CIC environment, use
Interaction Administrator to configure CIC 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 CIC or Interaction Media Server, Genesys recommends
that you create a diagram of all components and their relationships. These
components can include CIC 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.
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 interacts with the audio stream.
Interaction Media Server Technical Reference
35
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 CIC system. CIC controls the SIP messages between SIP devices, as
displayed in the following diagram:
36
Interaction Media Server Technical Reference
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 without using
Interaction Media Server. However, if a call requires audio processing from
Interaction Media Server, such as an agent choosing to record a call, CIC 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 transcription, transcoding, or playing a media file, such as an
audio prompt.
Which audio path method do 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, Genesys recommends
using this method as it only uses Interaction Media Server when requested. There
is a 0.5-second delay that occurs when inserting Interaction Media Server into the
audio path.
Tip:
If you want the highest performance available for media operations, such as ad-hoc
recording or recording most calls, Genesys recommends the always-in method. 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.
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:
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37
1. Open Interaction Administrator and log on with the administrator credentials.
The Interaction Administrator main window appears.
2. On the left side, select the Lines object.
A list of defined SIP lines appears on the right side.
3. On the right side, 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.
Click OK.
Configure network interfaces on Interaction Media Server
Interaction Media Server can use one or more network interfaces on the host
computer. Interaction Media Server packaged servers provide multiple network
interfaces.
If available, 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.
Also, using multiple network interfaces in your Interaction Media Servers allows
you to connect them to different networks and hardware, which can eliminate
single-point-of-failure 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 about these properties, see Interaction
Media Server Config-Properties page.
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Interaction Media Server Technical Reference
Teamed network interfaces
Teamed network interfaces bind multiple interfaces to a single IP address. This
teaming capability is available 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!
Genesys testing has shown that network interface teaming in a load balancing
configuration on Interaction Media Server results in the creation or increase of audio
issues. Genesys 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, Genesys
recommends that you disable teaming and use the network adapters individually;
with each having its own IP address.
For more information about 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 you specify
multiple network interfaces on the host 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 allows 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/en-us/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 to 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.
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Tip:
If you need help configuring Interaction Media Server for specific behaviors with
virtual local area networks, contact Genesys Professional Services by sending an
email message to PSO2@genesys.com.
Note:
If you haven’t specified a network interface for the UdptlAddressLocal and
UdptlAddressLocalMask properties, Interaction Media Server sends UDPTL packets
for T.38 and T.30 faxing through the network interface specified in the
RtpAddressLocal and RtpAddressLocalMask 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 computer, 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.
The system prompts you for your 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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Interaction Media Server Technical Reference
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, type the IP address for the local network
interface to use to send communications containing RTP packets.
8. In the RtpAddressLocalMask text box, type 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 computer 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 Apply Changes.
Add Interaction Media Server to a CIC location
Locations are the method through which CIC 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. CIC
then uses locations in dial plan processing, call routing, distributed conferencing,
and to select Interaction Media Servers to process audio communications for
interactions.
CIC 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, Genesys 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 CIC server or a remote personal computer, open Interaction
Administrator.
The Interaction Administrator window appears.
2. Under the CIC server object on the left side, expand the Regionalization
container and select the Locations object.
3. On the right side, 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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Interaction Media Server Technical Reference
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. Click the arrow that points to the right to move the selected Interaction Media
Servers into the Selected endpoints box.
8. Click OK.
The system adds the specified Interaction Media Server 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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43
1. On the CIC 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
CIC 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, CIC uses Selection Rules.
The Selection Rules feature allows you to create prioritized lists of locations, which
you define in Interaction Administrator. CIC 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, CIC 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, CIC 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, CIC searches the next location in the Selection Rules configuration.
This process continues until CIC finds an available Interaction Media Server.
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Interaction Media Server Technical Reference
Important!
By default, CIC has only one location: <Default Location>. When you create a device
in Interaction Administrator, the system assigns it to the <Default Location>
location. To use the Selection Rules feature effectively, define more 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 involved in an
interaction. The following table defines each location variable:
•
Location variable
Intercom
interactions
External
interactions
<This Location>
This variable
represents the location
of the device that
starts an interaction to
another endpoint in the
CIC network.
This variable
represents the location
of the SIP line
involved in the
interaction in the
following situations:
Note:
The system doesn’t consider
SIP lines during intercom
interactions.
•
Receives the
inbound interaction
from a gateway or
another CIC
system
•
Sends the
outbound
interaction to a
gateway
<Other Locations in Audio
Path>
This variable represents any location involved in
conveying the audio communications of the
interaction.
<IC Server Location>
This variable represents the location containing
the CIC server that controls the interaction.
Any – In each Selection Rules configuration, you can enable the Use any
Location option. This option directs CIC 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 CIC assigns existing locations to the location
variables for intercom interactions:
The following diagram displays how CIC assigns existing locations to the location
variables for external interactions:
Important!
In all interactions that connect to external entities initially through a gateway, CIC
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 connection costs, regional and international dialing routes, and support for
different languages (IVR, speech analytics) and regional standards (call analysis).
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Interaction Media Server Technical Reference
Default Selection Rules configuration for interactions
For selecting an Interaction Media Server to service an interaction, including
conference calls, CIC uses the default Selection Rules configuration: <Default
Media Server Selection Rule>. CIC automatically assigns this default
configuration to any locations that you define in Interaction Administrator.
By default, CIC 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 CIC selects an Interaction Media Server to service an interaction,
create separate Selection Rules configurations and assign them to each defined
location in your CIC network. When an interaction originates from a location, CIC
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 CIC
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 UKbased 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
New York
Denver
Los Angeles
<IC Server Location>
(London)
<Other Locations in Audio
Path>
<IC Server Location>
(London)
If the Atlanta location starts an interaction, CIC first searches the Chicago location
for an available Interaction Media Server. If CIC cannot find an Interaction Media
Server or one is not available, it then searches the subsequent locations in the
order in which they appear.
If the Glasgow location starts an interaction, CIC first searches the <IC Server
Location>, which is in the London location, for an available Interaction Media
Server. If CIC 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.
Selection Rules location groups
In a Selection Rules configuration, you can group multiple locations, both variable
and defined. Grouped locations provide a method of distributing audio processing
tasks. In this method, CIC distributes audio processing tasks between all the
Interaction Media Servers in the grouped locations, as displayed in the following
diagram:
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When you add 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 CIC must exclude from the selection process.
Reasons for excluding locations can include network latency issues, load balancing
considerations, bandwidth costs, and others.
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.
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Selection
Rules
configuration
Prioritized location
list
"Use any
Location" option
Excluded locations
Seattle
Los Angeles
Enabled
New York
Denver
If the Seattle location starts an interaction, CIC 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, CIC then
searches other locations. Because the Selection Rules
configuration specifies the New York location as excluded, CIC can
only search the Chicago location for an available Interaction Media
Server.
Atlanta
New York
Enabled
Los Angeles
Chicago
If the Atlanta location starts an interaction, CIC 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, CIC then
searches other locations. Because the Selection Rules
configuration specifies the Los Angeles location as excluded, CIC
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, Genesys
recommends that you validate how the proposed modifications can affect each
location that uses the configuration.
1. On the CIC server or a remote personal computer, open Interaction
Administrator.
The Interaction Administrator window appears.
Note:
To add or modify Selection Rules configurations, your CIC user ID must have the
Administrator Access permission for the configurations. Those configurations
appear in the Selection Rules section of the Administrator Access dialog box
in Interaction Administrator. For more information, see "Administrator Access" in
Interaction Administrator Help.
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2. On the left side of the Interaction Administrator window, under the object that
represents your CIC server, expand the Regionalization container.
3. Under the Regionalization container, click the Selection Rules object.
4. Do one of the following steps:
•
To create a Selection Rules configuration, do the following steps:
Right-click an empty area on the right side and click New from the
resulting shortcut menu.
In the resulting Entry Name dialog box, type a unique name for the new
Selection Rules configuration and click OK.
•
To modify an existing Selection Rules configuration, double-click the
Selection Rules configuration entry on the right side.
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
Adds a static or variable location to the Prioritized
Location list box.
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Remove
Removes the selected location from the
Prioritized Location list box.
Move up
Moves the selected location to higher position in
the Prioritized Location list box.
Move down
Moves the selected location to a lower position in
the Prioritized Location list box.
Group selected
Assigns 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.
Ungroup selected
Removes the selected location from an existing
call audio processing group.
Excluded Location list
Do not use any other
Locations
Restricts CIC from selecting any other location
than those locations specified in the Prioritized
Location list box.
Use any Location,
except the following
Allows CIC to select any available location after it
cannot locate an available Interaction Media
Server in the Prioritized Location list box. CIC
excludes any Interaction Media Server location
specified in the Excluded Location list box.
Add
Adds a location to the Excluded Location list box.
Remove
Removes the selected location from the Excluded
Location list box.
Restore defaults
Resets 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 allows you to assign a Selection Rules configuration to an existing
CIC location. Assigning a Selection Rules configuration causes CIC to use this
configuration for any media operations required by other entities within the
location.
1. On the CIC server or a remote personal computer, open Interaction
Administrator.
The Interaction Administrator window appears.
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Interaction Media Server Technical Reference
2. On the left side of the Interaction Administrator window, under the object that
represents your CIC server, expand the Regionalization container.
3. Under the Regionalization container, click the Locations object.
4. On the right side, 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.
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5. Select the Selection Rules tab.
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 set the CIC system to process calls, ensure that you configure the
Prompt Server to serve audio files to Interaction Media Server.
Prompt Server overview
A CIC subsystem, known as Prompt Server, copies audio files, such as “.wav,”
“.au,” and “.snd” in specified directories, from the CIC 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 CIC 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 the prompts and
audio files
Using these components, Prompt Server can track and tag all audio files. For a
non-cached file on Interaction Media Server, Prompt Server always sends the
latest version of the audio file to Interaction Media Server.
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Interaction Media Server Technical Reference
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
CIC receives notification to play a prompt for a specific call.
2
It then notifies Interaction Media Server to play the prompt.
3
Interaction Media Server determines whether 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 system supports the following types of audio formats as prompts:
File type
Extension
MIME type
Codecs
Bits/Sample
Wave file
.wav
audio/x-wav
G.711 MuLaw/ALaw
8
audio/wav
Linear16bit
16
G.726 32-bit
4
GSM 6.10
-
TrueSpeech
1
G.722 8k
8
G.711 MuLaw
8
Sound file
.snd
audio/basic
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File type
Simple
Audio
Extension
.au
MIME type
audio/basic
audio/x-alawbasic
Codecs
Bits/Sample
Linear16bit
16
G.711 MuLaw
8
Linear16bit
16
G.711 ALaw
8
Note:
Interaction Media Server supports only 8Khz sampling rates.
Prompt files transfer from the CIC 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 CIC
Center—or by the file name extension—if the file is local to the computer. 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:
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 file extension,
such as “.alaw.”
Configure Prompt Server settings in Interaction Administrator
By default, Prompt Server has settings that are sufficient for most CIC
environments. However, you can review these settings or alter them, depending
on your configuration. To configure Prompt Server settings, do the following
steps:
1. On the CIC server or a remote personal computer, open Interaction
Administrator.
The Interaction Administrator window appears.
2. On the left side, select the System Configuration container.
3. On the right side, 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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Interaction Media Server Technical Reference
5. Use the controls on the Prompt Server tab to configure the transport protocol,
address, and format to use in the connection.
6. For more information about the controls in this dialog box, click the question
mark icon in the upper right corner.
7. 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 can cause the system to
retrieve all prompts from the CIC server again. 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 CIC environment, Interaction Media Server processes all audio
communications for conference calls.
Conference call features
Conference calls that Interaction Media Server hosts 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 control
dominant speaker detection globally with echo cancellation for conference calls.
If you experience audio issues when you enable Optimize Audio for Conferences,
you can specify the ConferenceTypeDominantSpeakerDiagnosticRecording
property through the Media Servers container in Interaction Administrator and set
the value to true. This property creates diagnostic recordings that you can send to
PureConnect Customer Care for analysis.
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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, for the conference call to support more than 20 participants or to
distribute the participants over a large geographical area, CIC creates more
conference calls—each supporting up to 20 participants—on other Interaction
Media Servers and connects them to the original conference call through peering
connections.
Note:
You cannot merge two or more existing conference calls on the CIC server with this
feature. This feature allows expansion of one existing conference call by creating
conference calls and connecting them to the original conference call.
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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. CIC 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 CIC accept hub connections for joining regional
conference calls. If you are updating CIC from GA through SU3, applying a later
release or upgrade configures all existing locations to accept hub conference
connections automatically.
The following diagram displays how CIC 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
CIC 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.
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A caller dials a telephone number to join an existing conference call hosted on an
Interaction Media Server in another location.
Scenario
Description
•
Based on Media Server Selection Rules, the CIC server selects an
Interaction Media Server in the same location as the caller to
service the call.
•
The CIC server creates a separate regional conference call on the
selected Interaction Media Server.
•
The CIC server connects the separate conference call through an
Interaction Media Server in a hub location.
•
The CIC server joins the hub connection to the original conference
call hosted on an Interaction Media Server in another location.
•
Based on Media Server Selection Rules, the CIC server selects an
Interaction Media Server in a location other than the location of the
caller to service the call.
•
The CIC server creates a separate regional conference call on the
selected Interaction Media Server.
•
The CIC server connects the separate conference call through
another Interaction Media Server in the same location as that
location allows hub connections.
•
The CIC server joins the hub connection to the original conference
call hosted on another Interaction Media Server in another location.
1
2
CIC selects which locations serve as hubs for connecting regional conference calls
through the availability of an Interaction Media Server to facilitate the connection
and latency values.
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Important!
For distributed conference calls in the CIC 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 CIC uses first 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 CIC prefers 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 specify a latency value of -1 to
indicate that CIC doesn’t consider that location when calculating the preferred
route between locations. You can adjust the latency values to specify which
location for CIC to attempt to use first 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. CIC would try to join conference calls through a hub connection in the
second location. If no Interaction Media Servers in the second location had
enough resources to facilitate the conference calls, CIC tries to use an Interaction
Media Server in the first hub location.
You can use any criteria you prefer to determine the latency values to assign to
connections between locations. The criteria could include things like bandwidth
costs, bandwidth limits, and network quality.
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Distributed conference call example
The diagram above represents locations defined in CIC. 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.
If a conference call originates in the Chicago location and reaches its maximum
number of participants, CIC creates new regional conference calls, based on
Selection Rules, for other 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.
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Since the London and Tokyo locations do not allow hub connections, CIC uses the
specified latency values for all connections to other locations to determine which
Interaction Media Server can act as a hub server to connect the calls. CIC includes
and adds all latency values for all necessary connections as the selection process
could 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
CIC 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.
CIC then determines, using latency values, which other hub locations, if any, to
use to connect the regional conference calls in London and Tokyo with the Chicago
hub location. The following table displays how CIC 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, CIC allows hub conferences for new locations that you create in
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 CIC network.
Genesys 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 CIC server or a remote personal computer, open Interaction
Administrator.
The Interaction Administrator window appears.
2. Under the CIC server object on the left side, expand the Regionalization
container and select the Locations object.
3. On the right side, double-click the defined location.
The Locations dialog box appears.
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4. Ensure that you selected the This Location accepts hub conferences check
box.
5. Click OK.
Important!
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 CIC server or a remote personal computer, open Interaction
Administrator.
The Interaction Administrator window appears.
2. Under the CIC server object on the left side, expand the Regionalization
container and select the Default Regionalization object.
3. On the right side, double-click the Configuration item.
The Default Regionalization Configuration dialog box appears.
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4. Select the Conferences tab.
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 Configure.
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 Simulate.
The Simulation Results dialog box appears.
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If you selected more than two locations, CIC calculates the path between each
combination of locations.
Note:
The Components column of the list box in the upper 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 configured
locations so that some locations cannot communicate with other locations,
including locations that provide hub connections, it’s possible that CIC cannot
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 CIC would connect a distributed conference call.
8. 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, CIC cannot connect a distributed conference call between the two
locations. This issue occurs when you configure a location not to provide hub
connections or you set the latency value to -1. To fix this issue, configure the
location to allow hub connections or change the latency value to a non-negative
number.
9. When finished, click Close.
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66
•
You can coach conferences that contain fewer than 20 participants. If there
are any coaching sessions in a conference that exceed 20 participants,
Interaction Media Server downgrades the coaching sessions to single-listen
sessions.
•
You can monitor conferences that contain fewer than 50 participants. If there
are any hosted monitors in a conference that exceed 50 participants,
Interaction Media Server downgrades the hosted monitor sessions to singlelisten sessions.
Interaction Media Server Technical Reference
•
You can use hosted listen sessions in conferences that contain fewer 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.
 Interaction Media Server recorded a hosted listen session.
•
CIC disconnects conferences that consist of only external parties. For example,
if you use a station to create a conference call with two external parties, CIC
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 CIC environment.
Specify Interaction Media Server call analysis language model
Interaction Media Server analyzes speech when you use the call analysis feature
that you configured in 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 CIC server or a remote personal computer, open Interaction
Administrator.
The Interaction Administrator window appears.
2. On the left side, expand the named CIC server object.
3. Select the Server Parameters object.
4. On the right side, 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, type Call Analysis Language and
then click OK.
Important!
Type 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, type 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 system assigns the specified language model 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 CIC server parameters.
Note:
PureConnect tunes the call analysis models carefully 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 PureConnect Customer Care and provide those
recordings. The system adds the recordings that you provide to the PureConnect
call analysis database to ensure that Genesys addresses the most situations in
future versions.
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Supported call analysis language models and regions
x-inin-global (Global)
es-NI (Spanish, Nicaragua)
af-ZA (Afrikaans, South
Africa)
es-PA (Spanish, Panama)
ar-AE (Arabic, United Arab
Emirates)
es-PR (Spanish, Puerto Rico)
ar-KW (Arabic, Kuwait)
bg-BG (Bulgarian, Bulgaria)
cs-CZ (Czech, Czech
Republic)
da-DK (Danish, Denmark)
de-CH (German, Switzerland)
de-DE (German, Germany)
en-AU (English, Australia)
en-CA (English, Canada)
en-GB (English, Great Britain)
en-IN (English, India)
en-NZ (English, New Zealand)
en-US (English, United
States)
en-ZA (English, South Africa)
es-CL (Spanish, Chile)
es-CO (Spanish, Colombia)
es-CR (Spanish, Costa Rica)
es-EC (Spanish, Ecuador)
es-ES (Spanish, Spain)
es-GT (Spanish, Guatemala)
es-HN (Spanish, Honduras)
es-MX (Spanish, Mexico)
es-PE (Spanish, Peru)
es-US (Spanish, United
States)
es-VE (Spanish, Venezuela)
fr-CA (French, Canada)
fr-FR (French, France)
he-IL (Hebrew, Israel)
hi-IN (Hindi, India)
it-IT (Italian, Italy)
ja-JP (Japanese, Japan)
ko-KR (Korean, Republic of
Korea)
ms-MY (Malay, Malaysia)
nl-NL (Dutch, Netherlands)
no-NO (Norwegian, Norway)
pl-PL (Polish, Poland)
pt-BR (Portuguese, Brazil)
pt-PT (Portuguese, Portugal)
ru-RU (Russian, Russia)
sv-SE (Swedish, Sweden)
tl-PH (Tagalog, Philippines)
tr-TR (Turkish, Turkey)
zh-CN (Chinese, China)
zh-HK (Chinese, Hong Kong)
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 CIC would start 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, CIC stops 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.
To restore the previous functionality of using call analysis when connecting to
remote stations, set the Remote Station Call Analysis Answer Supervision
CIC server parameter to false.
Optional administrative tasks for Interaction Media Server
This section contains the optional tasks that you can do for Interaction Media
Server.
Change the name of Interaction Media Server
1. Log on to Windows Server computer 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.
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5. In the Computer name box, type 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 CIC.
6. After you have entered the new name, click OK to save the change and to close
this dialog box.
7. In the System Properties dialog box, click OK.
Change the defragmentation schedule on Interaction Media Server
By default, Interaction Media Server runs the disk defragmenter on all drives each
night. Genesys 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 storing recordings and faxes, do not
defragment the volume as the system only writes and reads these files 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 CIC
This topic contains the procedure for removing an Interaction Media Server from
CIC.
To delete an Interaction Media Server from CIC, 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.
The system prompts you for your 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 CIC server from which you want to remove this Interaction Media
Server and click Remove.
The system removes the selected CIC server 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 CIC server itself, open Interaction Administrator
and log on with the administrative ID and password.
7. On the left side under the System Configuration container, expand the Media
Servers container and select the Servers object.
8. On the right side, locate the Interaction Media Server that you want to remove
from this CIC server, right-click it, and select Delete on the resulting shortcut
menu.
The system removes the selected Interaction Media Server from this CIC server.
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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 CIC server.
9. On the left side, select the System Configuration container.
10. On the right side, 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 CIC servers in a switchover configuration, you see two
certificates; one for each server. Delete both certificates.
14. Click Close.
15. In the System Configuration dialog box, click OK.
The selected Interaction Media Server no longer appears in Interaction
Administrator.
Enable Secure Input feature
The Secure Input feature for CIC 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 monitoring a call.
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•
When you enable the Secure Input feature, 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:
Interaction Media Server doesn’t support the Secure Input feature for conference
calls, even if the call has only two parties.
To enable the Secure Input feature, do the following tasks:
1. On the CIC server or a remote personal computer, open Interaction
Administrator.
The Interaction Administrator window appears.
2. In the toolbar, click the License icon.
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,
purchase the feature and update your CIC license.
5. Click Close.
6. On the left side of Interaction Administrator, select the CIC server object.
7. On the right side, double-click the Configuration item.
The Server Configuration dialog box appears.
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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. Select 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 about Secure Input, see Secure Input Technical Reference in
the PureConnect Documentation Library.
Enable Secure IVR Playback feature
The Secure IVR Playback feature, as part of a Secure Input feature
implementation, allows callers in an Interactive Voice Response session to provide
DTMF digits securely through a telephone keypad and hear the corresponding
DTMF digits as feedback. Interaction Media Server doesn’t include the digits in call
recordings or keyword spotting diagnostic recordings. Interaction Media Server
doesn’t include the digits in log or tracing files, and no one else on the call can
hear them. Interaction Media Server encrypts the digits 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:
Genesys 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,
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
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•
Interaction Text-To-Speech and applicable languages
For more information about Interaction Text To Speech licenses, see Interaction
Text To Speech (ITTS) licenses.
You apply the CIC license in Interaction Administrator. For more information, see
Interaction Administrator Help.
For more information about Interaction Text To Speech, see CIC Text to Speech
Engines 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 apply the CIC license in Interaction Administrator, you start the Secure
IVR Playback feature through customization of handlers in Interaction Designer.
In a handler using the Secure Input initiator, modify the Play audio file tool
step by typing x-inin-audiosrc:securedigits in the Audio file name field. This
step instructs CIC to replay the captured DTMF digits securely.
Interaction Media Server faxing
CIC 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. Also, you can
add Quality of Service (QoS) to the T.38 or T.30 protocol. QoS sends IP packets
with high priority, which network routing devices recognize.
You can configure CIC 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.
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Inbound faxes and Interaction Media Server
The following diagram shows how Interaction Media Server processes inbound
faxes in your CIC environment:
Item
1
Description
An external source transmits a fax to a telephone number for a user
extension in the CIC network.
Note:
Faxes sent to a station extension do not require audio processing through Interaction Media
Server.
2
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 CIC.
4
CIC attaches the fax images to an email message and addresses it to the
associated user of the target station.
5
The user receives an email message with the fax attachment.
Note:
Inbound faxes to stand-alone fax computers do not go through Interaction Media
Server. For more information about configuring CIC for stand-alone fax computers,
see IC Installation and Configuration Guide.
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Outbound faxes and Interaction Media Server
The following diagram shows how Interaction Media Server processes outbound
faxes in your CIC environment:
Item
Description
1
Using Interaction Fax, a user of a station sends a fax to an external
telephone number.
2
CIC 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.
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 in the CIC 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 Interaction Media Server doesn’t service them.
•
Outbound – CIC 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 to view the Fax Licenses Available statistic.
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Configure Interaction Media Server through the web interface
This section provides instructions for configuring Interaction Media Server through
its web interface.
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 CIC 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.
The system prompts you for your 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 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 CIC 3.0. Do not enable this parameter if Interaction
Media Server is supporting CIC 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
CIC.
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 CIC server exchange
certificates to prevent interception of recordings during retrieval. This exchange
occurs automatically and does not require further administration.
Configure Quality of Service on Interaction Media Server
During the installation of Interaction Media Server, the system installs 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 PureConnect QoS driver or the associated
certificate to the Trusted Publishers list, see the QoS for the xIC Platform white
paper. This document is in the PureConnect Documentation Library.
Interaction Media Server uses QoS to flag Internet Protocol (IP) packets that
contain Real-time Transport Protocol (RTP) data with prioritization information.
Almost all network devices recognize QoS. QoS devices route flagged IP packets
containing RTP data ahead of lower-priority IP packets that are usually associated
with data. QoS allows 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
PureConnect 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.
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The system prompts you for your 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.
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 flagging
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. Genesys 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, click Apply Changes 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 flagged outbound IP packets
and replace it with a 0 (zero). When you configure QoS tagging 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 type 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 allows administrators to find and correct problems with those network
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83
devices quickly. Interaction Media Server can send SNMP messages based on
status conditions in the server or when prompted by the NMS.
PureConnect provides its own SNMP service that replaces the Windows SNMP
Service and serves as an SNMP agent registry. The PureConnect SNMP service is
installed by default and it disables Windows SNMP Service. The PureConnect
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 PureConnect SNMP service supports SNMPv1, SNMPv2c, and SNMPv3.
For more information about the PureConnect SNMP service, see CIC and SNMP
Technical Reference.
Important!
To configure SNMPv3 settings, you must use a command-line utility that installs with
the ININ SNMP service. For information usage and syntax for this command-line
utility, see CIC 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 PureConnect SNMP service (ININ SNMP) uses the same configuration that
the Windows SNMP Service used when unavailable. Therefore, you can use the
SNMP Service Properties dialog box to configure the SNMPv1 or SNMPv2c
settings that ININ SNMP uses.
Select the Security tab.
Select the Send authentication trap check box.
In the Accepted community names box, click Add and do the following steps:
a. In the Community Rights list box, select READ ONLY.
b. In the Community Name box, type a group name to which to associate all
Interaction Media Servers.
3. Click OK.
4. Select the Accept SNMP packets from these hosts option and then click Add.
5. Type localhost in the text box and click OK.
6. Click OK to close the SNMP Service Properties (Local Computer) dialog box.
7. 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.
The system prompts you for your user name and password.
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Interaction Media Server Technical Reference
8. Log on to the Interaction Media Server configuration webpage with the
administrative user ID and password.
The Status-About page appears.
9. In the upper right corner, select the Config icon.
The Config-Servers page appears.
10. On the left side of the page, click the Snmp tab.
The Snmp page appears.
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85
11. Under the Accepted Community Names label, in the first Community Name
text box, type a name for an SNMP group of resources to which to associate all
Interaction Media Servers.
12. Specify a name that is compatible with the network management system (NMS).
13. In the Community Rights list box to the right, select the READ ONLY.
14. Under the Trap Settings label, in the first Community Name text box, type the
name that you specified in step 14.
15. In the Trap destinations box, type the address of the NMS to which this
Interaction Media Server sends SNMP messages.
Depending on your network configuration, you can specify 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.
16. At the bottom of the page, click Apply.
The system saves your SNMP configuration.
Note:
For information on the MIB files that you can download from this page, see
Interaction Media Server Config-Snmp page.
Important!
If the server hosts both Interaction Media Server and Interaction SIP Proxy,
uninstalling one of the products removes the PureConnect SNMP service, which both
products share. 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.
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Interaction Media Server Technical Reference
If you are using Interaction Media Server or Interaction SIP Proxy on an Interaction
Edge appliance, you cannot repair the installation. Instead, open a command prompt
and run the following command:
Msiexec /I {B4318EC8-D381-4230-AD00-DC6D5F430AC3} REINSTALL=ALL REINSTALLMODE=omus
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 this section.
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
Windows name of the computer that is hosting Interaction
Media Server.
Machine
Uptime
Length of time since Interaction Media Server started.
Local IP
Address
IP address of Interaction Media Server.
License Type
Form of license applied to Interaction Media Server.
Product Version
Version number of the Interaction Media Server software.
File Version
Internal build version for the Interaction Media Server files.
Special Build
Description
Internal build process identifier that generated the files for
Interaction Media Server.
Hotfix
Latest patch applied to this Interaction Media Server.
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87
Interaction Media Server Status-Server Status page
The Server Status page lists all CIC 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 CIC server. The Details option provides
more details about each CIC server and its connection.
The Server Status page contains the following fields:
Field
Description
ID
Identifier number for a connection between this Interaction
Media Server and a CIC server. The system writes it to trace
logs to correlate Notifier connections.
Notifier Host
CIC server name or IP address in this connection.
Connection
Status
Status of this connection between this Interaction Media Server
and the CIC server. The following list displays the possible
values for this column:
88
•
Not Connected (yellow) – Interaction Media Server is
attempting to establish a Notifier connection with the CIC
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.
•
Authentication Failure (red) – Interaction Media Server
found the CIC server but failed to establish a Notifier
connection. This failure can be due to invalid credentials.
This message also displays when Interaction Administrator
doesn’t trust the Interaction Media Server certificate.
•
Notifier Connection Failure (red) –CIC (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 –CIC server connection establishes
successfully and Interaction Media Server is waiting for the
client (Telephony Services on the CIC server) to start.
Interaction Media Server Technical Reference
Field
Description
•
Accepts
Sessions
Active
Resources
Active (green) – Interaction Media Server has established a
Notifier connection with the CIC server and has successfully
logged on to Telephony Services.
Indicates whether Interaction Media Server is ready to accept
sessions from the CIC server. For a connection, the following
conditions must be true:
•
Interaction Media Server connects successfully to the CIC
server.
•
Interaction Media Server has a loaded and valid license.
•
Interaction Media Server accepts sessions from the CIC
server.
Number of Interaction Media Server resources hosted currently
on behalf of the associated CIC server.
Select the Active Resources numeric hyperlink to display a
table that lists each active resource that is associated with that
CIC server. You can see more information by selecting a value
from the Resource ID column, which displays details about the
session using that resource.
Details
Displays more detailed information about the Interaction Media
Server status that is relative to the associated CIC server.
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89
Field
Description
Auto-refresh
every 10s
If selected, reloads the information on this page 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:
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Interaction Media Server Technical Reference
Field
Description
Thread ID
Operating system identifier of the single, high-priority
thread currently in use by each CPU (physical and hyperthreaded).
CPU ID
Number of the CPU in use by the associated Thread ID.
Locations
Location of the CPU that hosts the media engine.
Current Load
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
Moving average of the current load over a 30-second
period.
Graphs
Number of audio processing graphs hosted on a specific
media engine.
Elements
Number of audio processing elements hosted on a
specific media engine.
Refresh
Refreshes the data displayed on this page.
Show ASR Statistics
If selected, displays detailed information on ASR
processing on this Interaction Media Server. These
statistics indicate the resources that this Interaction
Media Server is using for ASR activities and can help with
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
Maximum number of CPU threads dedicated to ASR
search operations. The AsrWorkerThreadsMax
parameter controls this value and it cannot be more than
one thread for each logical CPU core.
Current ASR Worker
Threads
Current number of CPU threads in the thread pool. This
value cannot exceed the value in Maximum ASR
Worker Threads.
Active Recognition
Tasks
Number of current ASR input operations for recognizing
and collecting speech.
Active ASR Search
Jobs
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
Average number of pending ASR search jobs within the
last 15 seconds.
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91
Field
Description
Average Work Ratio
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
process actively and are waiting for processing resources
to become available. If this value consistently remains
above the value specified in the
AsrWorkerMaxWorkRatio parameter, Interaction
Media Server rejects new ASR sessions.
Max. Completion
Delay
Largest delay in completing any ASR search operations
within the last 15 seconds. If this value increases
consistently, the system delays ASR operations because
sufficient resources are not available.
Average Completion
Delay
Average delay in completing ASR search operations
within the last 15 seconds.
Min. Search Speed
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
Best speed for a completed ASR search operation within
the last 15 seconds.
Average Search
Speed
Average speed for completed ASR search operations
within the last 15 seconds.
Auto-refresh every
10s
If selected, new data displays on this page every 10
seconds. Genesys recommends that you do not leave this
check box selected on a continual basis.
Interaction Media Server Config-Servers page
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Interaction Media Server Technical Reference
The Servers page allows you to add and remove CIC server connections for this
Interaction Media Server. You can also specify properties that are specific between
this Interaction Media Server and the specified CIC server. This page contains the
following columns and controls:
Field
Description
ID
Unique identifier number for a connection between Interaction
Media Server and a specific CIC server. The system writes this
number to trace logs to identify a connection.
Notifier Host
Name or IP address of a CIC (Notifier) server definition to which
Interaction Media Server can connect.
Accept
Sessions
Indicates whether Interaction Media Server accepts audio
processing requests from the associated CIC server. For
Interaction Media Server to accept a connection from a CIC
server, the following conditions must be true:
•
Interaction Media Server successfully connected to the
associated CIC server.
•
Interaction Media Server has a valid and loaded license.
•
You set the Accept Sessions feature to Yes.
Tip:
To take an Interaction Media Server out of service for all command servers, click
Deactivate on the Config-Administration page. Interaction Media Server
continues to process current media operations until the associated calls have
ended.
Server
Displays 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.
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93
Field
Description
Properties
Displays a page where you can specify properties for this
connection between Interaction Media Server and the associated
CIC server.
See Interaction Media Server Config-Properties page for definitions of the
items in the list box.
Remove
Removes the associated CIC server connection.
Add Server
Displays a page where you can define a new connection to a CIC
server. It displays the following page:
This page contains the following fields:
94
Field
Description
Notifier Host
Name of a CIC server. You cannot
specify multiple CIC servers in this
box. Define each CIC server
connection individually.
Interaction Media Server Technical Reference
Field
Description
IC User Id
Name of the CIC user account that
Interaction Media Server uses to log
on to the CIC server.
IC Password
Password for the user name
specified in the IC User Id box.
Accept Sessions
Defaults to Yes. The Yes setting
causes Interaction Media Server to
accept audio processing requests
from the specified CIC server.
Copy Properties
From
Defaults to None by default. To use
the settings, including property
settings, from an existing CIC
server connection definition, select
that definition from this list box.
Add
Saves the specified information and
creates the CIC server connection
for this Interaction Media Server.
Interaction Media Server Config-Parameters page
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95
The Parameters page allows you to configure specific aspects of Interaction
Media Server.
Important!
Change these parameters only when PureConnect Customer Care instructs you to do
so. 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.
The Parameters page contains the following fields:
Field
Description
ASR Worker Max. Work Ratio
Threshold that represents the
number of ASR search operations
compared with the maximum
number of ASR worker threads. A
value greater than 1.0 indicates that
there are more search operations
than the ASR worker threads can
process, which results in delays of
speech recognition tasks. If the ratio
remains above this value,
Interaction Media Server rejects new
ASR processes until the ratio falls
below the value.
ASR Worker Thread Priority
Controls how the CPUs process ASR
tasks as compared with 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.
Genesys recommends that you use the
BelowNormal setting unless PureConnect
Customer Care instructs you to do so.
ASR Worker Max. Threads
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 allows you to
create more threads than there are
CPU resources. Genesys strongly
recommends that you do not create
more threads to process ASR than
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Interaction Media Server Technical Reference
Field
Description
there are CPU resources in the
computer.
If you require more resources for
other media tasks, such as
recording, transcoding, or speech
analytics, specify a lower number
than the number of enabled CPU
resources so that those timesensitive operations receive
prioritization for CPU resources over
ASR operations.
CreateMemoryDumpOnEngineFault
Controls if and what type of memory
dump that Interaction Media Server
creates if there is a terminating
error for one of the media engines.
The values for this parameter are as
follows:
•
Default
•
Disabled
•
Full (default)
•
Mini
Important!
Genesys recommends that you use the Full
value for the
CreateMemoryDumpOnEngineFault
parameter. If a media engine stops
unexpectedly, the Full value provides the
most information for PureConnect Customer
Care to determine the cause.
Media Engine CPU Mask
Allows you to specify which CPUs
can host media engines. By default,
the system allows all CPUs.
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 hosting
Interaction Media Server on the Interaction
Edge appliance can result in instability,
unresponsive behavior, and critical failures,
including complete system failure.
Media Engine Load Limit
Interaction Media Server Technical Reference
The system creates media engine
sessions only when 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.
97
Field
Description
Important!
Genesys recommends that you do not change
the setting for this server parameter unless
PureConnect Customer Care instructs you to
do so.
Media Engine Selection Algorithm
Method for selecting the media
engines for processing audio
operations, including conferencing.
This list box contains the following
items:
•
FewestElements – If you have
less than eight logical CPU cores
in your Interaction Media Server
computer, use this setting.
•
Load Weighted Stochastic – If
you have eight or more logical
CPU cores in your Interaction
Media Server computer, use this
setting.
Important!
Genesys recommends that you do not change
the setting for this server parameter unless
PureConnect Customer Care instructs you to
do so.
Media Engine Thread Priority
Priority of the media engine threads.
The default value is TimeCritical.
Important!
Genesys recommends that you do not change
the setting for this server parameter unless
PureConnect Customer Care instructs you to
do so.
Media Engine UDP Sender Loopback
Indicates 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
PureConnect Customer Care
instructs you to change it.
Important!
Set this parameter to the
AdaptiveForLocalAddresses value for the
following situations:
•
This server also hosts Interaction SIP
Proxy with the Media Recording feature
enabled.
• Interaction Media Server is running on an
Interaction Edge appliance.
Directory for Cache of HTTP Client
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Local directory on Interaction Media
Server where prompts or voice mail
cache after playing from their
original location on the CIC server.
Interaction Media Server Technical Reference
Field
Description
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,
the system requires a minimum of
150 gigabytes of free disk space.
The system can require more or less
space 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
Indicates whether you can retrieve
trace logs 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 CIC server in Interaction Administrator,
set this parameter value to AnyConnection.
Allow Hyper Threaded Media Engines
Indicates whether media engines
can share a physical core that
already has one or more hyperthreaded logical CPUs. If you set this
value to False, the system limits
each core 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
created to avoid excessive load on
Interaction Media Server. The
default value is 32.
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99
Field
Description
Max Number of Media Engines
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
PureConnect Customer Care instructs you to
do so.
Process Priority Class
Priority of the main Interaction
Media Server process. The default
value is AboveNormal.
Recording Retrieval HTTP Capacity
Maximum number of concurrent
recording retrieval requests served
on Interaction Media Server. The
default value is 100.
Recording Retrieval HTTP Interface
Network interface on which
Interaction Media Server listens for
CIC servers to retrieve recordings.
This parameter defaults to Any,
which causes Interaction Media
Server to accept connections from
HTTP clients (CIC servers) on any of
the network interfaces. To restrict
recording retrieval, select another
named network connection.
If you set this parameter to a value
other than Any, and multiple
network interfaces in the system
share the fully qualified domain
name, set the
RecordingAuthorityFormat
property to IPAddress. Otherwise,
CIC servers can connect to the
incorrect interface and fail to
retrieve recordings.
Recording Retrieval HTTP Port
Computer port that the HTTP
recording retrieval process monitors
for requests. The default port is
8102.
Recording Retrieval Thread Priority
Priority of the HTTP Recording
Retrieval thread on Interaction
Media Server. Set this parameter to
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Interaction Media Server Technical Reference
Field
Description
Below Normal unless PureConnect
Customer Care instructs you to do
so.
Recording Retrieval Use Mutual
Authentication
Indicates whether any remote
connection that attempts to retrieve
recordings from Interaction Media
Server must exchange certificates
with Interaction Media Server before
downloading the recordings. The
default value for this parameter is
false.
Recording Retrieval HTTPS Required
Indicates whether CIC or any
remote connection must use the
HTTPS protocol to retrieve
recordings. The default value for this
parameter is false.
Apply Changes
Saves your changes on this page.
Cancel
Disregards your changes on this
page and returns to the
Configuration-Servers page.
Interaction Media Server Config-Properties page
The Properties page allows you to configure settings for this Interaction Media
Server and its connections to one or more CIC 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, click Apply Changes to save this
configuration.
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101
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
Description
AnalyzerDiagnosticRecording
Important!
Set this property to true only if PureConnect Customer Care
instructs you to do so.
Indicates whether Interaction Media Server can
make diagnostic recordings 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.
AsrDiagnosticRecording
Indicates whether Interaction Media Server can
create diagnostic recordings for ASR input echo
cancellation.
Set this property to true only when you detect
echo in the diagnostic recordings that the
RecognizerDiagnosticRecording property
creates (in the case of Interactive Speech
Recognition) or the ASRDebugWav property (in
the case of a third-party ASR server).
AudioSourceBaseUri
Caution!
Diagnostic recordings for Interaction Speech Recognition that
Interaction Media Server creates 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 as it could exhaust local disk space
capabilities.
Also, the amount of processing resources that Interaction
Media Server uses when you set this property to true
significantly impacts performance. Genesys recommends that
you enable this property only when call volume and CPU
usage are low for this Interaction Media Server.
Don’t enable this property unless PureConnect Customer Care
instructs you to do so.
Note:
This property is for backward compatibility with CIC 3.0. It
has no effect when you use Interaction Media Server in a CIC
of the same version.
Set the local path on Interaction Media Server to
the directory that contains all audio “.wav” files
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
102
Note:
This property is for backward compatibility with CIC 3.0. It
has no effect when you use Interaction Media Server in a CIC
of the same version.
Interaction Media Server Technical Reference
Property
Description
Name of the ”.wav” file that the system uses
when it cannot find any of the primary audio files
specified in Interaction Administrator. Interaction
Media Server uses this “.wav” file 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
EnableCallRecovery
If you want Interaction Media Server to keep
audio sources alive when Interaction Media
Server loses the Noticer connection to the CIC
server, add this property and set the value to
true.
MaxResourceIdle
If an Interaction Media Server resource does not
receive audio for more than the specified number
of seconds, the system flags the RTP stream 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 Interaction Media
Server doesn’t receive any RTP packets for the specified
period, use Interaction Administrator to set the Broken RTP
Disconnect Time TS server parameter to 0 (zero).
Note:
By default, CIC disconnects a call when both endpoints are in
the idle state (no RTP packets). If you want CIC 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 you set the NotifierQosTaggingEnabled
property 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 in Interaction
Administrator or the Command Servers web interface of
Interaction Media Server.
NotifierQosTaggingEnabled
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.
Important!
You cannot override this value by specifying it in Interaction
Administrator or the Command Servers web interface of
Interaction Media Server.
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103
Property
Description
RecognizerDiagnosticLog
This property causes Interaction Media Server to
create both “.wav” and “.xml” files containing
audio data along with the corresponding events
for diagnostic recordings on all Interaction Media
Servers connected to the CIC server. The CIC
server fetches and moves those files from
Interaction Media Server to the CIC server’s
media storage location.
You can only set this property through the ASR
Engine Configuration dialog box in Interaction
Administrator.
You can send these diagnostic recordings to
PureConnect Customer Care for analysis to
resolve issues.
Important!
If Interaction Media Server connects to CIC through WAN or
other network connections with reduced bandwidth, Genesys
recommends that you do not set this property in 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 in Interaction Administrator,
ensure that you have sufficient free disk space on the CIC
server as the system creates Interaction Speech Recognition
diagnostic recordings on all Interaction Media Servers and
moves them to the CIC server.
RecognizerDiagnosticRecording
This property causes Interaction Media Server to
create diagnostic recordings as “.wav” files for
each interaction. These files are only available on
the Media Server – the CIC server doesn’t fetch
them. You can only set this property through the
Media Server Web interface.
If you are experiencing audio issues with
Interaction Speech Recognition, select this
property in the list box, set the value to true,
and click Apply at the bottom of the page.
RecordingAuthorityFormat
This property specifies how Interaction Media
Server defines its server address in an HTTP URL
when CIC attempts to download recordings. For
example, http://<server>:<port>.
This property supports the following formats:
104
•
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
Interaction Media Server Technical Reference
Property
Description
•
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 CIC environment.
RecordingCustomAuthority
If you set the RecordingAuthorityFormat
property to Custom, this property specifies the
text (server address) that Interaction Media
Server sends to CIC.
RecordingMimeTypeDefault
Audio codec to associate to a recording when you
configured Interaction Recorder to use None as
its compression format or when custom handlers
override a recording and do not specify a Mime
Type parameter. The system supports the
following values:
•
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, you specify the audio codec for the
recordings on Interaction Media Server in
Interaction Recorder > Configuration >
Recording Processing or System
Configuration > Mail > Configuration >
Prefixes and Voice Mail in Interaction
Administrator.
ResourceBaseUriLocal
Local path where Interaction Media Server stores
recording files as it records them.
The default value is
<drive:>\<install_dir>\Media.
RtcpQosDscpValue
If you set the RtcpQosTaggingEnabled
property to true, this property specifies the DSCP
value to tag to each RTCP packet for Quality of
Service (QoS). The associated list box presents
the possible values for this property as
hexadecimal, decimal, binary, and per-hopbehavior (PHB) values. The default value is 46
(decimal).
Important!
If you set this property value in Interaction Administrator,
only use decimal notation.
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Property
Description
RtcpQosTaggingEnabled
To specify the DSCP value to tag to each RTCP
packet for Quality of Service (QoS), set this
property to true. If you don’t define this
property, the system tags RTCP packets in the
same manner as RTP packets. If you set this
property to false, the system disables DSCP
tagging.
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 specify 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, you can assign
an address to the NIC 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 sends RTP packets through only the first NIC
configured to reach the destination IP address in the Windows
Server routing table.
RtpAddressLocalMask
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 computer 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
Versions of Internet Protocol (IP) that this system
uses for Real-time Transport Protocol (RTP)
communications. Specify 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 requires both IPv4
and IPv6 addresses.
Note:
For the IP4IP6 value, Interaction Media Server must supply
acceptable IPv4 and IPv6 addresses or the system places it
on probation. For more information about probation, see
Probation status in Windows Even Log.
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Property
Description
•
All – This value indicates that Interaction
Media Server supports an IPv4 address, an
IPv6 address, or both addresses, depending
on which protocols you have installed
currently and are available on this host
server.
Caution!
CIC does not yet fully support the IPv6 protocol. This feature
is for future use. Do not change the value for this property
unless PureConnect Customer Care instructs you to do so.
RtpDiagnosticCaptureCipherSuite
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 the system doesn’t use encryption or
authentication.
Important!
If you enable the Secure Input feature on the CIC 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.
RtpDiagnosticCaptureEnabled
When you set this property to true, Interaction
Media Server logs all RTP and RTCP packets, both
sent and received, in a diagnostic capture file
with extra metadata. This feature allows
PureConnect Customer Care to reconstruct and
analyze the audio.
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!
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Property
Description
If you enable this property, the system writes a large amount
of data 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 extra load on the CPU. Because of
these conditions, enable diagnostic captures only when
needed or when PureConnect Customer Care instructs you to
do so.
Note:
If you don’t enable the Secure Input feature on the CIC
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 CIC 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
Range of ports that Interaction Media Server uses
for receiving RTP communications. The default
value of 16384-32767 accommodates most
installations. Genesys 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 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 clicking
Add Value.
RtpQosDscpValue
If you set the RtpQosTaggingEnabled property
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 per-hop-behavior (PHB)
values. The default value is 46 (decimal).
Note:
In Interaction Administrator, add values for this property only
in decimal notation.
RtpQosTaggingEnabled
To specify the DSCP value to tag to each RTP
packet for Quality of Service (QoS), set this
property to true. If you set this property to
false, the system disables DSCP tagging.
SecureInputModeEnabled
If your CIC license includes the Secure Input
feature and you enable the feature in the Server
Configuration dialog box in Interaction
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Interaction Media Server Technical Reference
Property
Description
Administrator, CIC automatically sets the value
for this property to true when it connects to this
Interaction Media Server. As each CIC 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.
Specify 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 requires both IPv4
and IPv6 addresses.
Note:
For the IP4IP6 value, Interaction Media Server must supply
acceptable IPv4 and IPv6 addresses or the system places it
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 you have installed
currently and are available on this host
server.
Caution!
CIC does not yet fully support the IPv6 protocol. This feature
is for future use. Do not change the value for this property
unless PureConnect Customer Care instructs you to do so.
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
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109
Property
Description
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, PureConnect Customer
Care may direct you to add a custom property. To add a custom property, use the
unlabeled field as shown in the following image:
Property override hierarchy for Interaction Media Server
If you have multiple CIC servers, you can configure each CIC 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 CIC 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
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Interaction Media Server Technical Reference
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:
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 CIC server.
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111
Override
priority
Application
and
interface
Low
Interaction
Media
Server web
interface
Description
Config >
Servers >
Properties
This Interaction Media Server property definition
overrides the property defined in the ConfigProperties 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 CIC server.
High
Interaction
Administrato
r
Media
Server >
Configurati
on
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Interaction Media Server Technical Reference
Override
priority
Application
and
interface
Description
This Interaction Media Server property definition
overrides all properties defined through the Interaction
Media Server web interface.
CIC assigns this property-value combination to any
Interaction Media Server when CIC uses it to process
audio for its interactions.
Highest
Interaction
Administrato
r
Media
Servers >
server name
>
Configurati
on
This Interaction Media Server property definition
overrides all other Interaction Media Server property
definitions.
CIC assigns this property-value combination to this
specific Interaction Media Server when CIC 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.
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.
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Interaction Media Server Config-Diagnostics page
The Diagnostics page allows 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 allows you to specify 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 you don’t set this key when
you enable the Secure Input feature, Interaction Media Server does not record
DTMF digits in the log file or diagnostic captures.
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Interaction Media Server Technical Reference
The Trace Log Encryption Key for Secure Input Mode page contains the
following controls:
•
Category – Name of the feature that uses this encryption key.
•
Instance – Dynamically-generated string consisting of the name of the
Interaction Media Server, the domain, and numeric data representing date and
time.
•
Key – Key that the encryption algorithm uses to encrypt DTMF digits in
diagnostic captures.
•
Random Key – Generates an encryption key. The encryption key replaces any
key entered in the Key box.
•
Apply Key – Sets the encryption key for DTMF digits in subsequent diagnostic
captures.
•
Cancel – Disregards any changes to the controls on this page and returns to
the Diagnostics page.
Important!
If you click Cancel after clicking Apply Key, the system doesn’t remove the
encryption key and still applies it 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 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.
Import trace topics
The Import Trace Topics to this media server hyperlink allows 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 allows
you to export the current trace level settings of this Interaction Media Server to a
file.
Import configuration file
The Import Configuration File hyperlink allows 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 adds a <Version> element 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 at the following path:
D:\I3\IC\Resources\MediaServerConfig.xml
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115
Download current configuration
The Download current Configuration File of this media server hyperlink
allows 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 PureConnect Customer Care for troubleshooting.
For more information about creating memory dumps, see Interaction Media
Server memory dump.
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 PureConnect
Customer Care. Usually, the default tracing levels provide enough information for
PureConnect Customer Care 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 disk space capacity of the
system.
The following table provides the trace level settings and associated descriptions:
Tracing Level
Description
None
Interaction Media Server doesn’t write any information to the
log file.
Critical Error
Records severe failures that Interaction Media Server cannot
correct.
Error
Records data for the previous setting and minor failures that
Interaction Media Server cannot correct.
Warning
Records data for the previous setting and conditions that
impair Interaction Media Server without corrective action.
Status
Use this setting to record data for the previous setting and for
the following information:
Notes
Verbose
Notes
116
•
Configuration changes
•
Performance metrics
•
Resource usage
Records data for the previous setting and for the following
information:
•
Expected failures
•
Minor errors
Records data for the previous setting and for select
programmatic values.
Interaction Media Server Technical Reference
Tracing Level
Description
Ultra Verbose
Records events for the previous setting and for most
programmatic values.
All
Records all data from Interaction Media Server operations.
Interaction Media Server Config-Snmp page
The Snmp page allows you to configure Simple Network Management Protocol
(SNMPv2c) settings for network management systems.
Note:
Interaction Media Server uses the PureConnect SNMP service, which supports
SNMPv1, SNMPv2c, and SNMPv3. The Snmp page allows you to configure settings
for only SNMPv1 and SNMPv2c. To configure the settings for SNMPv3, including user
definitions and encryption, use the command-line utility installed with the service.
For information about usage and syntax for this command-line utility, see CIC and
SNMP Technical Reference.
The Snmp page contains the following fields:
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117
Field
Accepted
Community
Names
Trap
Settings
Security
Description
Community
Name
Group name under which Interaction Media
Server receives SNMP requests. The default value
is I3MEDIASERVER.
Community
Rights
Permissions that an external SNMP system has
for the Management Information Base (MIB) files
on this system. Genesys recommends that you
use the default value of READ ONLY.
Community
Name
Group name under which Interaction Media
Server sends SNMP trap messages to the
specified destination address.
Trap
Destinations
List of IP addresses or host names to receive
SNMP trap messages from this Interaction Media
Server.
Accept SNMP
Packets from
these Hosts
Addresses of the network management systems
(NMS) for which Interaction Media Server accepts
SNMP requests.
Important!
If you do not specify any hosts, Interaction Media Server
accepts SNMP requests from any host.
Supported
MIBs
Send
Authentication
Trap
If selected, requires the NMS specified in the
Security section to provide authentication with
SNMP requests.
Media Server
Downloads the MIB file that contains the SNMP
message definitions and conditions for Interaction
Media Server.
Host
Resources
Downloads the MIB file that contains the SNMP
message definitions and conditions for the
computer hosting Interaction Media Server.
Apply
Applies your changes to controls in the Snmp page.
Cancel
Reverts to the settings that were active on this Interaction Media
Server before you changed them.
Note:
If you click Apply, you cannot revert to the SNMP configuration by clicking Cancel.
Note:
Genesys 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 settings on this page, click Apply to save your changes. The
system applies the change to Interaction Media Server.
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Interaction Media Server Config-Administration page
The Administration page allows 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
Existing user name that you use to log on to Interaction Media
Server as an administrator.
Old
Password
Existing password for the administrator account specified in the
Old User Name field.
New User
Name
New user name to use for the administrative account.
New
Password
New password for the new user name.
Confirm
New
Password
New password for the new user name to ensure that there are
no typographical errors.
Apply
Saves your credential changes and applies them to Interaction
Media Server.
Revert
Discards your unapplied changes.
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119
Note:
Genesys 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
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
Controls whether this Interaction Media Server
accepts REST API transactions.
New User Name
New user name for authenticating REST API
transactions.
New Password
New password for the new user name.
Confirm New
Password
New password for the new user name. Providing it
twice ensures that there are no typographical errors.
Apply
Saves your credential changes and applies them to
this Interaction Media Server.
Revert
Discards your unapplied changes.
Deactivate Server
Deactivate
120
Stops this Interaction Media Server from receiving
new media processing requests from all connected
CIC servers. Interaction Media Server continues to
process current media operations until their
associated calls have ended. This feature is useful for
taking an Interaction Media Server out of service for
upgrades or other maintenance tasks.
Interaction Media Server Technical Reference
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:
This page allows you to specify the location of a new license file from Genesys by
clicking Choose File and populating the License File field. After you specify the
license file, click Submit to copy this license to Interaction Media Server and
enable it. The system returns you 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 allows 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 unavailable 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.
The system prompts you for your 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, select the Administration tab.
The Config-Administration page displays.
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123
5. Using the following boxes in the Change REST API Credentials area of the
page, supply credentials that this Interaction Media Server requires 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. Click Apply.
Interaction Media Server securely stores the credentials in the Windows Registry
of the host computer.
7. In the REST API area of the page, click Enable.
8. 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
Note:
Genesys 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. Genesys doesn’t 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 replacing
existing data or creating data when it doesn’t 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
String
124
Example values
Valid JSON-format string, numbers, true, false, or null.
Interaction Media Server Technical Reference
Type
Example values
Boolean
Integer
•
true
•
false
•
"true"
•
"false"
•
0
•
1
•
123
•
"123"
Note:
Range restrictions may apply.
Number
•
1.5
•
"1.5"
Note:
Range restrictions may apply.
OneOf
String that matches one of the multiple acceptable values for an
Interaction Media Server configuration setting.
Directory
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).
•
IP address of a network interface on the Interaction Media
Server host.
•
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"
IP address
type
CPU mask
•
"all"
•
"IP4"
•
"IP6"
•
"IP4IP6"
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. If the body component of the REST API request
Interaction Media Server Technical Reference
125
is empty, you can exclude the Content-Type header. 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.
•
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 casesensitive. Ensure that you use the necessary case when specifying parameter
and property names. For example, a REST API request for the
notifierdscpvalue property doesn’t 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.
•
The system restricts some values for Interaction Media Server parameters and
properties in their length, range, and formats. Failure to specify valid
parameter and property values in REST API request returns an error. For more
information about REST API values and formats, see REST API value types. For
more information about 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 returns one of the following HTTP status codes for any received
request:
126
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.
Interaction Media Server Technical Reference
Status code
Disposition
Description
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.
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
executing the request.
Note:
The system returns error messages for the 400 and 404 status codes 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, Genesys 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 allow 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 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.
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127
cURL command line tool and library
The cURL command line tool and library is an open source project that allows 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/
Windows PowerShell
Microsoft Windows PowerShell is an advanced terminal that uses the .NET
Framework to provide advanced capabilities and functionality compared to the
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",
(ConvertTo-SecureString "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",(ConvertTo-SecureString "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
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Interaction Media Server Technical Reference
# 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
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("")
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129
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
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 you deactivated the Interaction Media Server already or you are
in the process of deactivating, no change occurs.
Request body
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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 you
activated the Interaction Media Server already or you are 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
deactivationStatus
Type
string
Responses
activated
/api/v1/server/deactivationstatus (GET)
The deactivationstatus GET method retrieves the current activation status for
an Interaction Media Server.
Request body
None
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",
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131
"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
Type
Responses
deactivationStatus
string
•
deactivating
•
deactivated
•
activated
commandServers
An array of
CommandServerInfo
objects, as
displayed in the
above example
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 CIC servers for
an Interaction Media Server.
Request body
None
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",
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"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
Type
array of
CommandServerInfo
objects
commandServers
Responses
An array of command
servers and related
information for each.
/api/v1/commandservers (POST)
The commandservers POST method adds a CIC 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.
Request body
Field name
Type
Description
notifierHost
string
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:
Genesys 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.
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133
Field name
Type
Description
acceptSessions
bool
If you set the value for this field to True, the
Interaction Media Server accepts sessions from the
specific command server.
This field is optional. The default value is True.
copyPropertiesFromId
int
To copy the properties that you configured for
another command (CIC) server defined on this
Interaction Media Server, provide the numeric
identifier of that command server as the value for
this field.
This field is optional.
Response
Status code
201 Created
Location:
uri and
numeric
identifier
134
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-a72003c877217037",
"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
}
}
}
Interaction Media Server Technical Reference
Status code
Response body examples
{
400 Bad
Request
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.
Note:
A common CIC server may have different numeric 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",
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135
"details" : "Server is processing requests",
"clientId" : "dfba5ca4-ff1b-4db9-90ea-f3ee360d9573",
"recordingRescueId" : "935892e1-c2cd-4732-b236b3e51f22dbd3",
"acceptSessionsStatus": true,
"acceptSessions": true,
"cpuCapacity" : "2532",
}
{
"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"
}
404 Not
Found
/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
Type
bool
acceptSessions
Description
If you set the value for this field to True, the
Interaction Media Server accepts sessions from
the specific command server.
This field is optional. The default value is True.
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-b236b3e51f22dbd3",
"acceptSessionsStatus": true,
"acceptSessions": true,
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Interaction Media Server Technical Reference
Status code
Response body examples
"cpuCapacity" : "2532",
400 Bad
Request
404 Not
Found
}
{
"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"
}
{
"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 allows you to specify whether to have the REST API delete a command
server definition from an Interaction Media Server when that command server still
has active sessions that the Interaction Media Server is processing. 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:
•
false or 0
The REST API doesn’t delete the specified command server definition when it is
still processing active sessions on this Interaction Media Server.
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137
false is the default value used when you haven’t specified this force query
parameter.
•
true or 1
The REST API deletes the specified command server definition from this
Interaction Media Server even if it has active sessions processing.
Request body
None
Response
Status code
Response body examples
204 No
Content
None
404 Not
Found
{
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.
"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}/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
Response
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Interaction Media Server Technical Reference
Status code
200 OK
404 Not
Found
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"
}
}
}
{
"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 you didn’t define any properties 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 applied to
all command servers or Interaction Media Server properties that you set on the CIC
server in 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
Interaction Media Server Technical Reference
139
Response
Status code
Response body examples
200 OK
{
"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 applied to
all command servers or Interaction Media Server properties that you set on the CIC
server in 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 exist for the specified command server but are not in the body
of the REST API request are 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
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}
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
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.
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 (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 applied to
all command servers or Interaction Media Server properties that you set on the CIC
server in 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",
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"RtpPortRange": "16384-32767",
"RtpQosDscpValue": "46",
"RtpQosTaggingEnabled": "true"
}
Caution!
This method deletes any properties that exist for the specified command server that
aren’t in the body of the REST API request. 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!
The system doesn’t notifiy you of any existing properties that the
system deletes as a result of this PUT method.
400 Bad
Request
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.
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/{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 casesensitive. Failure to match case in the name of the property results in a 404 Not
Found status code.
Request body
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None
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 casesensitive. Failure to match case in the name of the property when attempting to
replace 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
Returns this status code for modifications of existing properties of
a command server defined on the Interaction Media Server.
{
"value": "40"
}
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Status code
Response body examples
Returns this status code for newly created properties in a
command server definition on the Interaction Media Server.
201 Created
{
"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 casesensitive. 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
Value
string
Provide a value to set for the specified property. Enclose the
value in quotation marks.
{
"value":"40"
}
Response
Status code
204 No
Content
144
Response body examples
Doesn’t include a response body with this status code, which
indicates that the system deleted the property successfully.
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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
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145
Status
code
Response body examples
200
OK
{
"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 not specified in the PATCH request.
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
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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 replaces the entire set of parameters for an
Interaction Media Server.
Request body
If you don’t include required parameters in the body of the server/parameters
PUT request, the REST API adds the required parameters with default values
automatically.
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{
"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
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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"
}
400 Bad
Request
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.
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149
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"
}
/api/v1/server/parameters/{parameter-name} (PUT)
The server/parameters/{parameter-name} PUT method replaces 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",
}
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Status code
400 Bad
Request
Response body examples
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 the ones set through the Config-Properties page of the
Interaction Media Server web interface. These properties don’t include properties set
for a specific command server through the web interface or properties set for this
Interaction Media Server in Interaction Administrator and stored on the CIC server.
Request body
None
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 replaces specified Interaction Media
Server properties and values for an Interaction Media Server. The REST API
doesn’t modify or delete any other existing properties or values that you do not
specify in the body of the PATCH request.
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Note:
These properties are the ones 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 in 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"
}
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 replaces the entire set of properties for an
Interaction Media Server.
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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"
}
400 Bad
Request
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.
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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 replaces or creates a
property on an Interaction Media Server.
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 replace an
existing property creates a property on the Interaction Media Server with the
incorrect name. Ensure that you validate that the property created correctly by
examining the body of the result message.
Request body
{
"value": "{property-value}"
}
Response
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Status code
200 OK
Response body examples
This status code indicates that the specified property updated
successfully.
{
"value":"{property-value}",
}
201 Created
This status code indicates that the specified property 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
Response
Status code
204 No
Content
Response body examples
An empty body in the response indicates that the property
deleted successfully.
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Status code
404 Not
Found
Response body examples
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 allows you to specify whether to have the REST API
include 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 doesn’t include ASR statistics in the response.
false is the default value used when you don’t specify this query parameter.
•
true or 1
The REST API includes ASR statistics in the response.
Request body
None
Response
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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
}
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Status code
Response example
With the includeasr query parameter, the body of the response
resembles 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.
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Request body
None
Response
Status code
Response example
{
200 OK
"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 "
}
Interaction Media Server call recordings and failover
The following flowchart and table describe how CIC uses Interaction Media Server
for call recording:
Item
Description
1
CIC 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 CIC determines, using Media
Server Selection Rules, which available Interaction Media Server
records the call. For more information about Media Server Selection
Rules, see Interaction Media Server Selection Rules for audio
processing.
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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 CIC of an available Interaction Media Server
to handle the call audio. CIC then invites that Interaction Media Server
into the RTP audio stream to do the requested operation, which could
include recording the call.
4
When the system instructs Interaction Media Server 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.
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 you didn’t configure the call recording for compression,
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
system stores the call recording 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
160
The requesting system, other than Interaction Recorder or Interaction
Recorder Remote Content Service, sends the call recording as an email
attachment to the address configured for the requesting system. For
example, if an agent uses CIC client software to record a call, the
system sends the call recording to that agent.
Interaction Media Server Technical Reference
Interaction Media Server call recording if CIC or the network connection
fails
If a CIC server ever becomes unavailable after Interaction Media Server starts a
call recording or if the network connection fails, the following events occur:
1. Since CIC 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 CIC server, it records new calls from the backup CIC server.
3. Since the CIC 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 CIC 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 CIC, now acting as the primary
server, processes all new call recordings.
5. If Interaction Recorder requested a recording, the system recovers it
automatically. 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 remain on
Interaction Media Server, see the 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, closes immediately and the system truncates the
recording file at that point.
The CIC server detects that the affected Interaction Media Server is not available,
so it does not send subsequent calls to that Interaction Media Server. If there are
any other Interaction Media Servers connected to the CIC server, those systems
receive the new call traffic and record the calls.
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 remain on Interaction Media Server,
see the Product Information website:
https://my.inin.com/products/selfhelp/Recorder/Pages/Default.aspx
Troubleshoot Interaction Media Server issues
If you experience problems with your Interaction Media Server, consult the event
logs on the CIC server connected to Interaction Media Server. If Interaction Media
Server fails an operation or encounters resource problems, it logs these problems
in the affected CIC server event logs, if the Notifier connection is still present.
If an Interaction Media Server cannot allocate media resources for an interaction,
CIC 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 CIC also writes warnings to the Windows
Event log. For example, if Telephony Services cannot start a recording because all
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161
Interaction Media Servers assigned to this CIC server are unavailable, Telephony
Services writes a warning to the event log.
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 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, the system erases log entries from the file that are
older than seven days. 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.
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. PureConnect Customer
Care 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 reduces 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 Interaction Media Server receives Realtime Transport Protocol (RTP) packets. For example, if Interaction Media Server
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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 several 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 recording.
•
VoIP calls that contain digits from a dial pad interface in CIC client software.
•
VoIP calls on CIC SIP lines with the Disable Media Server Passthru feature
enabled.
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 CIC 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. You can hear this
silence 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 you configured Interaction Media Server to route RTP packets through the VLAN
interface for data, other network nodes in the data VLAN remove any QoS DSCP
markings. This problem can result in network nodes delaying the transmission of
RTP packets. Also, 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 system sends the packets, resulting in no audio stream for the VoIP
endpoint.
Ensure that you set the RtpAddressLocal Interaction Media Server property to
the correct network interface card (NIC) on the Interaction Media Server
computer.
If you didn’t specify an address 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 you
configured the VLAN software for the NIC on the Interaction Media Server
computer correctly. Consult the documentation for the NIC card for proper
configuration.
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163
Packet loss
When the system loses RTP packets in a network, the system loses the portion of
the audio stream within that packet also. 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 several causes:
•
Packet degradation – If a network node cannot read the information in the IP
packet containing the RTP packet, the node discards 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 delay of
individual packets so that the system receives them long after subsequent
packets. In most VoIP solutions, the system discards these delayed packets
because their position in the audio stream passed and the system replaced
them with either silence or sound extrapolated from the surrounding packets.
Overburdened network switches, improper Quality of Service (QoS) settings in
a network node, or a lack of QoS in a network node can cause delays in
individual packet transmission.
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 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 reduces
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.
 CIC 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.
•
164
You set the trace level for logging the activity of an Interaction Media Server
component to Notes, Verbose, Ultra Verbose, or All, for an extended time.
Interaction Media Server Technical Reference
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 CIC to write an entry in the Windows Event
Log on the CIC server. Genesys recommends that you routinely monitor the
Windows Event Log on the CIC server so that you can take pre-emptive action
for problematic situations.
Probation status in Windows Event Log
When CIC 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, CIC places that Interaction Media Server
on probation and writes an entry to the Windows Event Log.
Probation is a condition where CIC recognizes that an Interaction Media Server
failed to respond or provide resources for an interaction. When this situation
occurs, CIC stops sending requests to that Interaction Media Server for 10
seconds. If subsequent failures occur, CIC increases the time period that it
considers Interaction Media Server to be in the probation state, as demonstrated
in the following table:
Failure
sequence
Probation period
First
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:
•
You configured Interaction Media Server to apply Quality of Service (QoS) to
Real-time Transport Protocol (RTP) communications, but you didn’t install the
PureConnect QoS driver.
•
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 CIC.
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165
For most cases where an Interaction Media Server is on probation, CIC 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, CIC disregards the probation state
and requests resources to handle the interaction.
Note:
Multiple CIC servers do not share probation state information. Each CIC server
separately tracks which Interaction Media Servers are in the probation state.
Disconnected calls
If a call requires processing by Interaction Media Server and CIC cannot connect
that call to an Interaction Media Server within a 10-second period, CIC
disconnects the call.
CIC 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 restarted improperly, such as a hard reset.
•
The Central Processing Unit (CPU) is overloaded to the point where Interaction
Media Server cannot respond quickly to requests from CIC.
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 CIC 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 you set the trace
level for the Config component to Status or higher.
Connection to CIC server over a WAN is failing
Certain network configurations and requirements can affect connectivity between
Interaction Media Server and CIC 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 CIC 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 PureConnect Customer Care.
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:
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•
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 CIC
This version of Interaction Media Server is fully backward compatible with CIC
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 CIC 3.0 environment, you must use Interaction Administrator to
configure the prompt server in CIC to use FQDN instead of short host names.
1. Start Interaction Administrator.
2. In the pane on the left side of the Interaction Administrator window, select
the System Configuration container.
3. On the right side of the Interaction Administrator window, select the
Configuration item.
The System Configuration dialog box appears.
In the System Configuration dialog box, select the Prompt Server tab.
On the Prompt Server tab, set the Host format list box to FQDN.
In the System Configuration dialog box, click OK.
For more information about the backward compatibility of Interaction Media
Server, see Appendix B: Backward compatibility with CIC.
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 PureConnect
Customer Care for assistance.
CIC marks Interaction Media Server inactive and creates an entry in the
Windows Event Log
PureConnect includes Interaction Speech Recognition as a native ASR product.
The processing for Interaction Speech Recognition occurs in Interaction Media
Server. When Interaction Media Server starts and you licensed Interaction Speech
Recognition for use, CIC transfers the grammars necessary to support Interaction
Speech Recognition operations to Interaction Media Server.
If there is a limited network connection between Interaction Media Server and
CIC, the transfer of the grammars is slower than expected. CIC reattempts to
transfer the grammars to Interaction Media Server. If the problematic network
condition persists after multiple attempts, CIC then flags Interaction Media Server
as inactive and creates an entry in the Windows Event Log.
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167
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 CIC 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 CIC servers so that the secondary server
becomes the primary server.
3. Define the Interaction Media Server connection to that CIC server as described in
Add CIC Server to Interaction Media Server.
4. After you successfully connect Interaction Media Server to the CIC server,
manually cause another switchover to restore the CIC server to its secondary
state.
Distributed conference call considerations
CIC can support conference calls with many 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 CIC
locations with restrictions communicating with other CIC 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 cannot join a
distributed conference call.
•
Unnecessary, numerous locations – The more CIC 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 CIC
conference calls using this feature. CIC can only expand one existing
conference call by creating other conference calls on other Interaction Media
Servers and joining the audio communications through Interaction Media
Servers in hub locations.
•
Coaching sessions – Each CIC distributed conference call supports only one
coach connection.
•
Disconnection – If an added regional conference call disconnects from the
original conference call because of a brief network outage or some other
temporary problem, CIC 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
available Interaction Media Servers and their available resources limits the
number of participants supported for distributed conference calls. For
example, if you configure a single Interaction Media Server that also processes
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Interaction Media Server Technical Reference
regular calls, records calls, conducts call analysis, and does keyword spotting
within the only hub location in your entire CIC 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 CIC 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, CIC
doesn’t use those changes on that conference call. CIC uses 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 later causes Interaction Media Server to fail authentication.
This problem occurs only with Microsoft Internet Explorer and Mozilla Firefox.
Interaction Media Server Technical Reference
169
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 opensslcore@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].
170
Interaction Media Server Technical Reference
Appendix B: Backward compatibility with CIC
This version of Interaction Media Server is backward compatible with CIC 4.0 and
CIC 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 CIC 3.0, apply all available updates to
Interaction Media Server.
•
This version of Interaction Media Server supports all features that are present
in CIC 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 introduced in this version or version 4.0 are
not compatible with CIC 3.0.
•
Interaction Media Server Technical Reference does not contain any user
interfaces or procedures that are related to usage with CIC 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 ConfigParameters page of the web interface for recording and faxing compatibility
with CIC 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 CIC 3.0.
•
For backward compatibility with CIC 3.0, “.wav” audio files are in the following
location:
<drive>:\Program Files (x86)\Interactive Intelligence\Resources
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171
Appendix C: Antivirus requirements and best practices for CIC
and subsystem servers
This section provides the best practices and additional information regarding
antivirus software products for CIC 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 CIC or its
subsystems, do the following tasks to ensure maximum performance and
processing capacity:
Genesys created documentation for configuring the supported antivirus software
products for use with CIC 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
Genesys selects and tests different antivirus software products from multiple
vendors based on the popularity of the product in customer environments.
Genesys tests each antivirus software product on several criteria, such as
performance impact, compatibility, and processing capacity. Genesys then
validates specific antivirus software products for use with CIC 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 CIC and its
subsystem servers.
Important!
Ensure that you know what antivirus software product and version that you use on
your CIC and its subsystem servers before you make purchasing decisions. Some
antivirus software products reduce capacities and performance, which require extra
servers or affect licensing decisions.
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, CIC 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
172
Interaction Media Server Technical Reference
Important!
As security suite products typically install all security features by default, Genesys
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
run 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 run and read files frequently. By default, most antivirus
software products use the real-time protection feature to scan files on read, write,
modify, and run 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 you create or modify files.
Exclude continually accessed file types and directories
To process the interactions in your organization, CIC 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
.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 you exclude all its subdirectories.
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
Interaction Media Server Technical Reference
173
•
The directory specified in the ResourceBaseUriLocal property for this
Interaction Media Server
Important!
Your specific antivirus software product may require more 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
Genesys strongly recommends that you configure your antivirus software product
to download and implement new virus definitions daily. 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
Genesys 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.
174
Interaction Media Server Technical Reference
Change Log
Change Log Date
Changed…
November 11, 2011
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
Add compatibility requirements regarding Interaction Center
3.0.
March 6, 2012
•
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
March 27, 2012
June 29, 2012
•
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, "enNZ"
•
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
•
IONMEDIA-323 – Check for correct DSCP (QoS) tagging of
inbound RTP streams
Interaction Media Server Technical Reference
175
August 14, 2012
October 17, 2012
February 27, 2013
176
•
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
PureConnect 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
Interaction Media Server Technical Reference
•
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 crossreferences to the appropriate documentation.
March 4, 2013
Changed the default value for the Min Scheduler Latecy
parameter from 2 to 4.
August 23, 2013
•
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 allows Interaction
Center to disconnect an interaction where one party has
stopped transmitting RTP packets (idle state)
Interaction Media Server Technical Reference
177
February 11, 2014
178
•
IC-108211 – Document new 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 ConfigParameters 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
Interaction Media Server Technical Reference
May 13, 2014
September 3, 2014
January 30, 2014
•
Added content for PureConnect 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 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
Interaction Media Server Technical Reference
179
that any specified hardware requirements must still be met
for installation and support of Interaction Media Server.
March 2, 2015
Rewrote content in "Interaction Media Server virtualization" as
this option is not supported by Interactive Intelligence.
March 25, 2014
•
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 PureConnect SNMP service to support
SNMPv3
•
Added feature description for the new 64-bit architecture
that allows more resource utilization.
•
Update all images to reflect corporate rebranding.
July 28, 2015
September 30, 2015
December 14, 2015
DP-1525 - Add REST API support to configure Interaction
Media Server
See Interaction Media Server REST API.
January 11, 2016
March 9, 2016
August 24, 2016
180
•
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.
•
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.
•
IC-137979 DocLink: Add support for Portugal, "pt-PT", for
Media Server Call Analysis
Interaction Media Server Technical Reference
•
See Supported call analysis language models and regions.
•
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.
•
Updated diagrams to conform to corporate standards.
June 6, 2017
•
Updated licensing for supported Text-to-Speech languages
September 20, 2017
•
Rebranded the document to Genesys.
•
Media Server now supports the following additional
languages:
November 17, 2016
es-CR (Spanish, Costa Rica)
es-EC (Spanish, Ecuador)
es-HN (Spanish, Honduras)
es-NI (Spanish, Nicaragua)
In addition, accuracy has been improved for other
supported languages. For more information, see Supported
call analysis language models and regions.
September 25, 2017
•
Revised the definition for RecognizerDiagnosticRecording.
•
Added a definition for RecognizerDiagnosticLog.
Interaction Media Server Technical Reference
181
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