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Media Servers

The primary purpose of the Interaction Media Server is to handle the RTP/SRTP audio streams for one or more CIC servers. Interaction Media Server supports supervisory monitoring of calls, and it handles recording (and optionally encrypting) calls that CIC users choose to record,or that the Interaction Recorder system flags for recording. Interaction Media Server enables multiple devices using different coders/decoders (codecs) to communicate by transcoding between RTP streams (e.g., G.711,G.729, etc.) that come into an Interaction Media Server. It also handles Secure RTP (SRTP) audio,when properly configured, and the Interaction Media Server can pass through SRTP or transcrypt between SRTP and RTP audio streams,if one device sends SRTP and another receiving device can handle only RTP audio. Interaction Media Server plays all IVR prompts and on-hold music hosted on the CIC server. It can also perform call analysis on outbound calls. Interaction Media Server is also the engine for Interaction Speech Recognition and does keyword spotting in conversations for Interaction Analyzer.

Notes: You do not define Interaction Media Servers through Interaction Administrator. Once an Interaction Media Server is licensed, you use the Interaction Media Server web interface to connect to a specific CIC server. Interaction Administrator shows all active, licensed, and connected Interaction Media Servers within the Media Servers object in the left pane of the Interaction Administrator window.