For Application data sources, the Seating Arrangement is always Free and cannot be changed.

Free Seating indicates that employees do not have permanently assigned workstations. They are assigned an Employee ID and can sign in from any location in the call center.

To prevent the retention of calls that are so short they are unlikely to contain usable data, specify a Minimum Session Length in seconds. Calls that are shorter than this length are deleted automatically. If set to 0 (zero), no calls are deleted based on this setting. The maximum value is 3600 (one hour). This setting applies to active CTI Sessions or VOX Sessions. Inactive CTI Sessions can be retained using the Session Auditing Policy.

Specify the length of a call, in minutes, after which the system triggers an alarm. The system also stops tracking the call from a CTI perspective, so in CTI-controlled application or performance mode environments, there may be loss of recording. Enter any number between 1 and 1440 (24 hours)—an alarm is raised in the cases where calls exceed this number of minutes. The default is 120.

The Integration Service runs maintenance checks every five minutes to close calls that last for more than the length of time specified as the Long Call Duration. An alarm indicates that a call was closed because it was too long. These maintenance checks are not run more frequently to avoid imposing an extra load on the system. Therefore, it can take up to five minutes to close a long call after it has passed the defined Long Call Duration threshold.

This setting allows you to specify the maximum duration of a single hold in minutes. Any holds over this duration raises an alarm. Enter any number between 1 and 3000, representing the number of minutes. The default is 30.

Defines the type of session/interaction that must be marked and kept in the system. “Disabled” (the default) only marks sessions/interactions with some kind of content. Two other options create a basic entry in the database for calls that occurred but were not recorded: “Missed Recordings” marks calls that should have been recorded, but were not. “Full Switch” marks all sessions/interactions for which we receive CTI without recording, such as calls that were blocked, or interception calls that were met with a busy tone or unanswered ringtone. You can search for these types of interactions in the Portal.

Recorded employee segments marked by auditing appear in playback once all Interactions in the related Contact are closed, after a delay of up to five minutes.

Use this setting in a SIP-based VoIP delivery environment to control how Recorders are selected to record calls, and ensure that each call is recorded by a Recorder local to the media gateway at which the call arrives. This setting is designed primarily for environments where recording occurs at multiple sites and each site has its own gateway.

This setting must be used on conjunction with either a Gateway Side Correlation Pool member group or an IP Extension Pool member group configured for the data source. Within these member groups, you must specify the IP addresses or host names of the phones associated with the member group in the IP Network Region configuration.

The Recorder Allocation Based on Audio Location setting instructs the system to examine the IP address in a SIP message and compare this address to the addresses listed in the IP Network Region settings of the Gateway Side Correlation Pool or IP Extension Pool member group associated with the data source.

If an address in the SIP message matches one of those specified in the member group IP Network Region settings, the system routes the call to a Recorder associated with that member group.

The options for this setting are:

• Inactive. The system attempts to record the call, but does not use an address found in a SIP message to route the call to a particular Recorder. This setting is the default.

• From Signaling. The system examines the SIP header section of the SIP Invite. The system compares the address found in a SIP header field (such as From, Contact, Via, or Socket) to the addresses configured in the member group IP Network Region settings. If there is a match, the system routes the call to a Recorder associated with that member group. If the system does not find a match, the Recording Resource Allocation Behavior setting determines how the call is recorded.

• From Media. The system examines the SDP message attached to a SIP Invite. The system compares the IP addresses found in the SDP message to the ones configured in the member group IP Network Region settings. If there is a match, it routes the call to a Recorder associated with that member group. If the system does not find a match, the Recording Resource Allocation Behavior setting determines how the call is recorded. This option does not work if SIP operates in Delayed-Offer mode.

This setting works with the Recording Resource Allocation Behavior setting to determine recording behavior. If the Recording Resource Allocation Behavior setting specifies:

• IgnoreLine. The system acts as if the Inactive setting is selected for this setting. If either the From Signaling or From Media is selected, those settings are ignored. In this case, any Recorder associated with the data source can record the call.

• LineFirst. The system makes two attempts to record the call using the address obtained from the SIP message. If the system cannot successfully route the call to a Recorder using the SIP message address, any Recorder associated with the data source can record the call.

• LineExclusive. If the system cannot successfully route the call to a Recorder using the address from the SIP message, the call is not recorded. In this case, the system raises an alarm.

If the language is not provided by the text source, this setting specifies the default language assigned to text interactions.

The number of calls for a configured device that must fail to record before triggering the DeviceNotRecording alarm. The default is 1.

Failed call durations under this threshold does not count against the Device Not Recording Call Count. The default is 15 seconds.

Sets the call stitching method.

• Follow the call. When follow the call is enabled, there will be one contact that includes all audio from the beginning of the call to the end. This setting is the default.

• Backoffice. Contact per call—Enables the “Back office” style of stitching, which creates sessions/interactions based on CTI calls. If one employee is on two calls at the same time (for example, a customer call and a consultation call), the system creates two sessions/interactions. This setting is used in trading environments more often than in contact center environments.

Specifies the employee to be associated to a recording that has no employee associated to it.

Situations where recordings do not have employees associated to them include:

• IVR recordings where there is no employee or phone device

• Back office environments where phones are shared and not associated to a specific employee

Assigning a Default Employee for Interactions to a data source provides a way to provide replay access to these recordings. When a Default Employee for Interactions is configured, any recordings made for the data source that have no explicit user associated are associated to the Default Employee for Interactions.

First, select the Organization to which the Default Employee for Interactions belongs, and then select one employee as the Default Employee for Interactions.

You cannot select an employee who has a configured end date as the Default Employee for Interactions. Also, you should not select an employee scheduled to move or transfer to a different organization as the Default Employee for Interactions.

Once an employee is selected as the Default Employee for Interactions, an error message displays on the data source screen if the employee has been deleted, terminated, or changed to a different organization since the last time the data source was saved.

A string the data source uses to authenticate SIP events from Five9. We suggest that you use an encryption tool to encrypt the value.

Enter any string, and confirm the token by clicking the check box. Then, give the trust token to the Five9 administrator, who will use it to create a Five9 subscription for this data source.

When Five9 initiates communications with the data source, it includes this trust token in the SIP header X-F9-TRUST-TOKEN field. The adapter rejects SIP events unless the include trust token matches the value configured here on the data source. If the token is invalid, the "AdapterReceivingUnauthenticatedEvents" alarm is raised.

The ID of the Voice Stream subscription, which is used as a filter parameter for Voice Stream webhook CTI events routing.

When you initially create the data source, enter any eight digits as the Subscription ID. Example: 99999999. Give this value to the Five9 administrator.

After the Five9 administrator creates the VoiceStream subscription, you must get the real Subscription ID, then change this value on the data source to match the value in the Five9 subscription.

The API key used to authenticate webhook CTI events.

When you initially create the data source, enter any value for the API key. Example: 99999999. Give this value to the Five9 administrator.

After the Five9 administrator creates the VoiceStream subscription, you must get the real API Key, then change this value on the data source to match the value in the Five9 subscription.