Table of Contents
Advertisement
September 2007
PBX
The PBX is the secondary switch in a telephony network. This switch
communicates with the PSTN on one side and the organization's telephony
equipment on the other. Unlike the PSTN, the PBX provides audit trails of
all incoming calls, such as time the call started and stopped. This is known
as event data or metadata, which may or may not be used. If used, a CTI
server is normally involved as part of a chain of hardware that allows the
event data to be passed to, and interpreted by, recording hardware.
Trunk-side recording takes places between the central office and the PBX.
Station-side recording takes place after the call is switched from the PBX to
a local extension.
CTI server
The CTI server acts as a broker interface to the PBX. The CTI server
communicates with the many different models of PBX so that the
complicated and ever-changing task of programming a device to interface
with the PBX switch is eliminated. The CTI server thus extracts event data
(that is, call metadata) and renders it acceptable to the existing telephony
hardware of organizations. In the case of Nortel TDM Recorder, Unify
obtains event data from the CTI server and passes it, after mapping fields, to
the Recorder for conversion to a XML file.
Agent extensions
Agents use telephones to participate in the customer calls that are being
recorded. Each extension has a unique identifier, usually 4-digits. These
calls originate from the PBX and are recorded directly by the capture engine
independently of the collection of the call's metadata.
System Infrastructure Guide
System Setup and Administration
63
Advertisement
Table of Contents
