Design Guide
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The MR CTI Service communicates with the CTI Manager using the Cisco JTAPI interface to
listen for phone events (it does no call control). The MR CTI Service forwards these events on to
the MR recording client for workflow processing.
When users that have been configured in MR log in to a PC with the recording service installed,
a message is sent to the MR CTI Service. The MR CTI Service in turn registers an event listener
with JTAPI and is notified when phone events occur. When the user logs off the PC, the
registration with JTAPI is removed for that user.
5.4.10.2 Sync Service
The MR Sync Service reads data from the Unified CCX system using an ODBC interface. It
maintains an ODBC connection with the UDB and runs queries every ten minutes and stores the
information on the MR Base server. The information that is read consists of:
- Agents
- Teams
- Supervisors
5.4.10.3 Desktop Recording Service
The Desktop Recording service is the end-point utility that enables the recording of user
contacts. It is resident on the user’s PC.
5.4.10.4 DB Cleaner Service
The DB Cleaner service purges records from the MR database and media files from the Voice
and Screen servers on a daily basis according to the retention times configured in MR
Administrator.
5.4.10.5 DB Proxy Service
The DB Proxy service is the single point of connection between users and the MR database.
5.4.10.6 Monitoring and Notification (MANA) Service
The Monitoring and Notification service monitors the MR system in real time and notifies
administrators via event viewer or email when problems occur. The problems that trigger
notification are selected in MR Administrator.
5.4.10.7 Tomcat Service
The Tomcat service web server hosts the MR Reports engine, File Transfer Servlet (FTS), Server
API engine, and Licensing engine.
5.4.10.8 Upload Controller Service
The Upload Controller manages the uploading of recordings and recording metadata to the Voice
and Screen servers.
5.4.10.9 (SPAN port) Monitor Service for Server-based Recording
The (SPAN port) Monitor service works in conjunction with the Network Recording service. It
monitors the destination port from the switch’s SPAN session for voice packets, and is