Table of Contents
Advertisement
September 2007
Call Redirection and Call Flows
Call Redirection and Call Flows describes how each of the Search and
Replay (formerly Viewer) and Call Visualization (formerly Vision)
applications can redirect call replay requests from the call's origin to
systems closer to where the call was recorded. In this way, redirection
minimizes the amount of voice data being transmitted over the WAN. The
following sections show common examples of the different configurations
of call flow.
Introduction
Call redirection is based on the following points:
If the Adapters are running in compressed mode it makes no difference
to the call flows shown.
If only Viewer is being used at a site then an Adapter is not mandatory, as
Viewer can use the native connection to the recorders. If either Archive is
to be used, or if replay over the WAN from a central viewer is required,
then Adapters should be used. Adapters ensure that only HTTP based
API's are used.
When Vision is used with Viewer as the replay source, the Viewer server
audits replays. Searches performed by Vision go directly to the database
and so are not audited by the Viewer Server. These actions are directly
audited by Vision and are stored in the same Audit database.
Viewer redirection
Viewer redirection, if enabled, operates at the highest level within the call
handling process. The system looks at the
and matches the serial number of the original recorder to the Viewer that is
on the same site. The replay request is then passed onto this Viewer
irrespective of where the call may now reside or if the call actually is still on
the recorder.
System Infrastructure Guide
Viewer and Vision Replay
for the call to be replayed
inum
159
Advertisement
Table of Contents
