Adding Call Recorder Integration using Mitel Interaction Recording (powered by ASC)

Required Subscription: Mitel MiVB or MICC

Required Permission Level: Company Administrator

 

To integrate Brightmetrics with Mitel Interaction Recording (MIR), customers must ensure they have one of the following licenses ordered from Mitel via CPQ, if not already available in their system:

MIR license.jpg

These licenses enable the necessary call recording functionalities required for Brightmetrics integration.

Please verify that your system includes the appropriate license before proceeding with the integration steps outlined in the article.

 

  1. Once logged into Brightmetrics, click on Data Source Configuration on the left sidebar menu.

  2. Click on the wheel icon on the Mitel data source.  This might also say Mitel MiVB or MiCC.
    MIR1.jpg

  3.  In the Edit Data Connection Instance popup, select the dropdown for Call Recording System, and choose Mitel Interaction Recording(MIR/ASC) - On Premise.
    MIR3.jpg

  4. In the Recording Server Address(es) box, enter the server address of the MIR/ASC server.  Please note this should be the network address of the MIR/ASC server running the ASC Neo REST API.  Include the 'https://' URI scheme if your server supports HTTPS, otherwise 'http://'.  if your server does not support HTTPS you will not be able to play back recordings in your browser without disabling insecure content blocking.
    MIR4.jpg

    Please Note: 

    The recording servers must be reachable over the network from the system that has the Brightmetrics agent installed as well as the user's browser.

  5. For Call Recording Credentials, you have two options:
    1. System-Wide credentials means everyone that uses Brightmetrics will access the recordings using the same credentials (e.g. everyone will see the same recordings). 
    2. Per-user credentials means each user will enter their own MIR/ASC credentials the first time they access a cradle-to-grave and recording permissions will follow their permissions. 
      MIR5.jpg
  6. Click Save.

Now that Call Recording integration is set up, you can drill down to a Cradle-to-Grave report on any call that has a recording (and for which the user has permissions if set to Per-User credentials) and you will see a media player at the bottom of the dialog box. From there, you will be able to play the recordings, or you can download the recording by clicking on the download icon.

Didn’t find what you’re looking for, or have questions about what you read? Email us at support@brightmetrics.com.

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