Introduction

The purpose of this document is to list the notable enhancements, by release, to the Avaya Contact Recording (ACR)
module.. The document provides a quick ‘snapshot’ view of the enhancements users can enjoy when they upgrade. Most recent
enhancements are listed first in each category. The enhancements are listed under the following categories:
For more details on the features and benefits, please refer to the respective release’s “What’s New” PowerPoint slides, Solution
Briefs and Product Overview slides.

Avaya ACR Enhancements by Release

Most features are available at no charge to active customers who are current on a maintenance plan that includes free, like-for-
like upgrades. Upgrade services charges may apply. Contact your Avaya Account Executive or Avaya Partner for details.
Features that either have an additional license charge associated with them or require the licensing of a separate Avaya ACR or
WFO module are listed with an asterisk (*) against them.

Avaya Contact Recording (ACR) Release Version 10 10.1 11 12 12.1 15.1

ACR 10

Rename of product from ContactStore for Communication Manager to Avaya Contact      

Recording (ACR)
Builds on the features of CSCM 7.8sp1 and CSCM 7.8sp2.      
 Search and Replay API
 Restricted Admin User
 TSAPI for conference mode
Supports Avaya Communication Manager (CM) Versions 5 and Application Enablement      
Services (AES) Version 5
Supports RedHat Enterprise Linux version 5 (existing installations on earlier RHEL      
versions can be upgraded to 10.0 but no longer supported for new installs)
New Avaya branded user interface      
One or more ACR servers may be used as a central replay server for other IP      
recorders, removing the need for a separate "Viewer” server in all but the largest
systems.
The "archive" feature has been extensively enhanced, removing the need for a      
separate Central Archive Manager (CAM). Blu-ray drives with BD-R 25GB media are
also supported
A status screen on Master and Standby recorders now shows the status of all recorder      
servers in the system, simplifying day to day operation.
Quality Monitoring (if installed) has been simplified as the recorder now provides CTI      
information to the Quality Monitoring server in place of the additional TSAPI link
previously required.
Recorder no longer requires the separate purchase and installation of IP_API_A or      
TSAPI license when connected to AES 5 or later.

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Avaya Contact Recording (ACR) Release Version 10 10.1 11 12 12.1 15.1

As an alternative to specifying which stations are to be recorded, one or more Classes      

of Restriction (CoR) can be targeted for conference recording, reducing the
administration effort needed to keep the recording rules in line with the switch.
Integration to auto-dialers such as Avaya Proactive Contact (if installed) has been      
simplified and brought within the recorder itself. (Dialer integration is controlled by a
license key setting).
ACR 10.1
SIP Contact Center Recording and Quality Monitoring     
 Enabled by Avaya Aura® Contact Center integration
 Leverages the AACC Media Server as central anchor point
Merged Avaya Contact Recording R10.0 + NES Contact Recording R7.0 software     
streams. Builds on Avaya Contact Recorder (ACR) 10.0 base
Windows and Linux OS support for recorder . Install option for each of two UC/CC     
environments (RedHat Linux for CM/MES and Windows for CS1000)
Full-Time Screen Recording with ACR     
Mobile phone Recording with one-X Mobile 5.2 and one-X CES 6.1 ( 10.1.2)     
ACR 11
Avaya Contact Recorder is now a 64bit application . This version of the Avaya Contact    
Recorder has been built to support both 32-bit and 64-bit (RHEL), versions 5.7, 5.8 and
6.2 and 64-bit (Windows) deployments.
Single Step Conference (SSC) default recording mode . Configuration has been    
rationalised and enhanced to provide a superset of features. For example, the
"Designated Recorder" and "Record Internal calls only" settings, once only available to
CS1000 based environments are now available across switch types.
TDM recorder native within ACR. With previous versions of Avaya Contact Recorder,    
support for TDM recording was achieved by deploying a non ACR slave recorder based
on older technology which required the deployment of separate database and search &
replay applications (eWare & Viewer). This version of Avaya Contact Recorder now
includes native support for TDM interfaces natively; exploiting the capabilities of Central
Replay Server and native archiving features
Support for Passive TAP IP Recording in CM environments. Avaya Contact Recorder    
v11.0 introduces support for IP recording via passive TAP of the LAN in CM
environments. The intent is to accommodate certain markets where the cost of
provisioning the DSP resources associated with DMCC based recording is considered
excessive.
Support for Full Time Screen Recording of Dynamic Workstations    

Support for Virtualization . Avaya Contact Recorder v11.0 now supports use of the    
VMware ESX platform for selected CFE servers, as specified per each server in the
design guidance
Support for Selective Recording in Bulk Mode. Under the bulk recording capabilities of    
Avaya Contact Recorder v11.0 the ability to perform selective bulk recording has been
implemented.
4-Eyes User Authentication. An enhanced search and replay UI to support dual login    
challenges for access – know in some environments as ―4-Eyes. The first user
entering username/password challenge would be the ―requester. The second user
entering username/password would be the ―authorizer and effectively gives the first
user permission to access the system.
Other enhancements in this release:    
 Native AES Adapter via ASN.1

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Avaya Contact Recording (ACR) Release Version 10 10.1 11 12 12.1 15.1
 Disk Buffer Retention Period
 Support for QM via SSC
 PCS dialer tagging
 Support for Kerberos
 Support for NTLM/2 in QM
 Support for Blu Ray on Windows ACR
 Ability to export audit log
ACR 12
Optional Replay Authorization process   
 You can, optionally, require specific users to obtain explicit authorization before
they are allowed to replay any recording.
 Replay Authorization Process disabled by default
 Managed through email
Interactive Search and Replay Layout designer   
 Allows greatly increased scope and flexibility.
 "Layout Builder" provides a mechanism to create multiple layouts each customized
for a particular purpose/user account – and can be role based
 typical uses:
o Changing the names of columns or filters (e.g. 'associates' instead of 'agents‘
o Changing the order of columns or filters
o Pre-setting (and, optionally, locking) one or more filters to specific values (e.g.
duration longer than 30 seconds)
o Hiding certain columns, which may contain confidential or irrelevant
information
o Adding columns to display information that is not normally of interest (e.g. a
customer-specific user-defined field)
Recording Lock and Unlock mechanism   
 The recording system normally keeps recordings for a planned time-span and then
purges them.
 However, specific recordings may be of interest for longer periods and it is
important that these are retained for as long as needed.
 This is achieved by "locking" a recording.

Compliance Screen Recording enhanced to support windows thin client sessions   

 Compliance Screen Recording enhanced to support recordings and replay of
multiple screens per recording with Windows thin client sessions.
 Recordings may contain multiple screen recordings (up to 4) where more than one
party on the call is configured for screen recording.

SNMP monitoring now supports up to version 3   

 Supports up to SNMP Version 3
 Default authorization type SHA, can be overridden with snmp.authtype
 Default privacy type AES128, can be overridden with snmp.privtype
ACR Live monitor   
 New Role “May Monitor”
 Available through replay screen if enabled and member of role
 Enter either station or agent id
 Watch and listen to the agent through the computer speakers.

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Avaya Contact Recording (ACR) Release Version 10 10.1 11 12 12.1 15.1

Stereo Recordings supported on CS1000 DMS and CM Passive IP   

 Where stereo recordings are not mixed the voice of the targeted station will appear
in the first channel and the others in the second channel.
 Note side is indeterminate for internal calls, consults, conferences
Log file output directed to multiple syslog servers at INFO, WARN or ERROR level   
SMS interface for CoR based recording now defaults over HTTPS   

Selective Bulk Recording where licensed allows random recording of a selected   

percentage of all or specific recording targets.
Non-recorded stations on CM can be monitored to improve the tagging of calls   
transferred on to recorded stations.
Password security improved by forcing strong passwords and enforcing change of   
password while blocking reuse of previous passwords.
PCS dialer integration now handles hold and transfer scenarios better.   
Contact and session level tracking of interactions provide hold, transfer and conference   
counts and times as well as overall contact duration.
A standalone archive media verification tool is available on request   

Archive support for EMC Centera storage systems.   

Can retrieve recordings from NAS storage that were archived there using Central   
Archive Manager (CAM) from 7.8 onwards
ACR can be integrated with AAWFO Framework. ACR becomes a native recorder   
within the AAWFO framework.
ACR offers Native integration to Desktop and Process Analytics DPA with AAWFO   
Framework
Technical stack update   
 Windows 2008 R2 64 bit
 Red Hat Enterprise Linux 6 update 2 64bit
 Java 1.6.0.29
 Tomcat 7.0.25
Capacity Improvements. Typical improvements in R12:   
 Passive IP – 25% improvement
 G711 restrictions removed
 CS1000 - 9% improvement
 CS1000 Packet size 20/30MS distinction removed
 KMS and secure RTP restrictions removed

( note always refer to PIA for full details)

ACR 12.1
ACR Session-based Search and Replay  

Live Monitoring supported added for QM 12.0 w/ACR 12.1  

QM After Call Work Timer support added  
ACR 12.1 Replay Applet  

Supports Agent Initiated Monitoring (AIM). This replaces the previous "Contact  
Recording Desktop" application.
DPA External Control / Screen-only recording support with DPA  

ACR Contact Audio Export  

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Avaya Contact Recording (ACR) Release Version 10 10.1 11 12 12.1 15.1

Fingerprinting Utility  
Technical Stack and Sizing (Server Specs and Capacity)  

Multi-Switch Support - Support for multiple data sources (any combination of  

Communication Manager, CS1000 and Avaya Aura CC)
AACC AMS Zone to Recorder/Pool Mappings. AACC SIP recording enhancements:  
AMS Zone support - allowing specific recorders/pools to be assigned to each AMS
zone for better network traffic management; encryption of signalling ("sips") and audio
streams ("sRTP").
Designated ACR Screen Recorder Configuration  
Secure Screen Recording & Support for thin client topologies  
Passive IP recording enhancements giving greater resiliency  

Support for SIPREC recording of Session Border Controller (ASBCE and Acme  
Packet).
Serviceability and Supportability TCO enhancements  
 Administrator and Restricted Administrator User account details now passed
automatically to slave recorders.
 Layouts and User account details now passed automatically from master Central
Replay Server to secondary Central Replay Server
 Option to block Restricted Admin role from administering user accounts.
Telephone Replay license enhancements  

CAM Import feature can retrieve recordings from EMC that were archived there using  
Central Archive Manager (CAM) 7.8
Consistent left/right assignment of agent/other(s) audio in stereo recordings (DMS,  
Passive IP)
ACR 15.1
CM 7.0 support including: 
 AES 7.0
 Legacy Gateway DMCC support
 AMS soft DSP support for DMCC recording
Turbo Charged Search - Any layout can be turbo charged, enabled via the Layout 
check box.
Distributed Replay Server (DRS)- Enables an Outsourcer / external party to configure a 
DRS Feed on their recording system – that selects all (or specified subset) of your
recordings and copies them to a network accessible location.
Archive Enhancements- multiple enhancements. 

RSA-KMS is renamed RSA Data Protection Manager (DPM). Now supports RSA DPM 
Server Version 3.2.1
Tech stack updates: 
 Red Hat Enterprise Linux 7 Update 1
 Java Runtime Environment 1.8
Lists of recording ‘owners’ now supported 

Party Statistics Usage Report. Provides a summary of the recordings made and total 
duration over a time period against different party types.
Configuration Report. Daily report on recording configuration – i.e. which stations, 
agents, skills, VDNs or CoRs are configured to be recorded in Bulk recording mode

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Avaya Contact Recording (ACR) Release Version 10 10.1 11 12 12.1 15.1
and which stations are used for other recording modes. Communication Manager only

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