Voice Integrations

The Oracle® Intelligent Communications Orchestration Network cloud service supports integration with voice networks and services to enable high-quality, real-time calling experiences. Following voice integration is available from the Oracle® Intelligent Communications Orchestration Network cloud service.

• Generic SIPREC

Generic Media Stream

The Oracle® Intelligent Communications Orchestration Network cloud service’s Media Stream capability for SIP trunk voice services enables real-time voice integrations by establishing an outbound secure WebSocket (wss://) connection to a customer-provided endpoint and streaming call audio directly to their application. Over the same WebSocket session, the Oracle® Intelligent Communications Orchestration Network cloud service delivers both stream state/control messages and media messages, supporting near real-time processing use cases. This capability is specifically focused on enabling a generic media stream integration on a SIP trunk.

Working of Generic Media Stream

1. The Oracle® Intelligent Communications Orchestration Network cloud service initiates an outbound secure WebSocket (WSS) connection to the configured endpoint (your wss://... URL).
2. Once the WebSocket connection is established, Oracle® Intelligent Communications Orchestration Network cloud service sends stream lifecycle and context messages—such as connect, start, and metadata—to indicate the stream state and provide call-related context.
3. The Oracle® Intelligent Communications Orchestration Network cloud service then begins streaming audio as a sequence of WebSocket messages.
4. Each media message includes:
   • A base64-encoded audio payload
   • Identifiers that indicate which channel/participant the audio is associated with (for example, to distinguish caller vs. callee, or multiple participants where applicable).
5. When the interaction ends or the stream is stopped, the Oracle® Intelligent Communications Orchestration Network cloud service sends a close message to indicate stream termination.

WebSocket Message Types

Over the WebSocket connection, the Oracle® Intelligent Communications Orchestration Network cloud service sends a standard set of message types to manage the stream and deliver audio:

• connect - indicates that the media stream session has successfully connected to the WebSocket endpoint specified by the WSS URL in the configuration profile.
• start - indicates that the media stream session is ready and will begin streaming media to the WebSocket endpoint.
• metadata - indicates that new metadata has become available during the call and must be relayed to the WebSocket endpoint.
• dtmf - indicates that a DTMF tone was received from a call participant and must be relayed to the WebSocket endpoint.
• media - relays audio from one of the call participants to the WebSocket endpoint, delivering Base64-encoded audio frames along with channel and participant indicators.
• close - indicates that the media stream session has ended, provides the reason for ending, and signals that the WebSocket connection will be closed.

Add a Generic Media Stream Integration

Use the Oracle® Intelligent Communications Orchestration Network cloud service's generic media stream capability to enable real-time SIP trunk voice integrations by streaming call audio and related stream events to a customer application over an outbound secure WebSocket (wss://) connection.

Before You Begin

• Purchase the Voice Integration SKU.
• Configure a SIP trunk to the voice service you want to connect by way of Generic Media Stream.

Procedure

1. Go to Services, and under SIP Trunk Services click the name of the service from which you want to send a media stream.
2. On the Service Details page, click Add Integration.

   Oracle® Intelligent Communications Orchestration Network cloud service displays the Select Integration page.

3. On the Select Integration Profile page, click Generic Media Stream, and click Continue.
4. On the Integration Profile page, do the following:

   Table 7-1 Generic Media Stream Details

   Option	Description
   Integration Name	Enter a unique name to identify this integration. Maximum 64 characters.
   Websocket URL	Enter a valid WSS URL. This must be either an IP address or an FQDN, prefixed with wss://. Terminate the WSS URL with a trailing “/”. You can enter up to 2048 characters in the WebSocket URL field. Note: Failover is supported only through a DNS cluster FQDN, and the Oracle® Intelligent Communications Orchestration Network cloud service requires a valid certificate signed by a trusted root CA.
   Media Mode	Set to default value of "Multi stream". This option offers multiple streams which each contain a specific participant in the call. Note: Media mode is not editable.
   Service Region	Select the region from which the generic media stream connection is served. This is normally the same region as that of the associated voice service.
   Metadata Mode	Set to default value of "Standard mode". Standard Mode provides basic trunk level metadata, such as called and calling numbers Note: Metadata mode is not editable.

   Note:

5. Click Add.

   The Oracle® Intelligent Communications Orchestration Network cloud service displays the generic media stream integration under the Integrations table and on the services map.

Generic SIPREC

You can add a generic SIPREC integration to a voice service to record calls. You can add the integration to an existing voice service or configure it in the workflow while connecting a newly selected voice service to the Oracle® Intelligent Communications Orchestration Network Cloud Service.

Note:

Generic SIPREC integration is not supported for Voice Gateways and Carrier service.

Add a Generic SIPREC Integration to a Voice Service

Session Initiation Protocol Recording (SIPREC) facilitates capturing and recording multimedia sessions, such as voice calls and video conferences, in real-time over IP networks. You can use Oracle® Intelligent Communications Orchestration Network cloud service to send your media to SIPREC-based service.

Before You Begin

• Purchase the Voice Integration SKU.
• Configure a SIP trunk to the voice service where you want to enable SIP recording.

Context

In the following procedure, configure a SIP trunk to the voice service that you want to connect by way of SIPREC. You have the option to add up to 5 custom x-headers to capture additional information for call control, feature signaling, or integration with external systems to extend capabilities beyond standard SIP headers.

Procedure

1. Go to Services, and under SIP Trunk Services click the name of the Service you want to use SIPREC.
2. On the Service Details page, click Add Integration.
   Oracle® Intelligent Communications Orchestration Network cloud service displays the Select Integration page.
3. On the Select Integration Profile page, click Generic SIPREC, and click Continue.
4. On the Integration Details page, do the following:

   Option	Description
   Integration Name	Enter a unique name to identify this integration. Maximum 64 characters.
   Service Region	Select the region from which the SIPREC connection is served. This is normally the same region as that of the associated voice service.
   Metadata Mode	Not editable.
   Metadata Format	RFC, Audio Codes, Oracle (ACME), Ribbon, and IVPvSBC. Default: RFC.
   Endpoint Username (Optional)	Enter a username for the recording server. Maximum 64 characters. Note: When you enter a Username, the Password field becomes required.
   Endpoint Password (Optional)	Enter a password for the recording server. Maximum 128 characters. Note: When you enter a Password, the Username field becomes required.
   Recording Server Address	Enter a valid IP address or FQDN for the recording server.
   SIP Transport	Select TLS or TCP. Default: TLS.
   Alternative Endpoint Port	This field is inactive until you enable it with the Use Alternative Endpoint Port button. When enabled, enter the port number. Default: 5061. Valid values: 0-65535.
   Use Alternative End Port	Use to enable the Alternative Endpoint Port field to accept a port number other than the default.

5. Click Continue.
   The Oracle® Intelligent Communications Orchestration Network cloud service displays the optional Custom SIP Headers New Integration page. You can configure up to five unique custom x-header parameters, each with a corresponding value that may be either static text or a dynamic variable derived from the call. These headers allow you to pass additional information for call control, feature signaling, or integration with external systems to extend capabilities beyond standard SIP headers.
6. (Optional) On the Add Custom SIP Headers page, click Add SIP Header, and do the following:

   Option	Description
   X-header	Enter a unique name for this x-header.
   Value	Enter the value you want to see.

7. Click Add.
   The Oracle® Intelligent Communications Orchestration Network cloud service displays the Generic SIP Service details page.
8. (Optional) On the Generic SIP Service details page, repeat the preceding procedure from Step 2 onward to add each additional x-header. For Integration Name in Step 4, select the name of the integration you want to add an x-header to, use the same Recording Server address as before, and click Continue. For Step 6, enter the x-header name and value for the additional x-header, and click Add.

Verint Compliance Recording Integration

The Verint Compliance Recording integration enables the Oracle® Intelligent Communications Orchestration Network cloud service to connect SIP-based voice services to the Verint SIPREC platform for interaction recording. The integration creates a SIPREC connector configuration that routes SIPREC traffic from Oracle® Intelligent Communications Orchestration Network cloud service voice services to a Verint recording server.

The Verint integration supports SIP-based voice services only. Carrier services and voice gateway services aren't supported. To create a Verint integration, the associated voice service must be active.

The Verint integration profile is based on the generic SIPREC profile and includes Verint-specific configuration defaults and restrictions.

Add a Verint Compliance Recording Integration

Before You Begin

• Verify that the voice service is active and not paused. Otherwise, the integration creation option is disabled.

Procedure

1. Go to Services, and under SIP Trunk Services click the name of the service from which you want to add a Verint Compliance Recording integration.
2. On the Service Details page, click Add Integration.

   Oracle® Intelligent Communications Orchestration Network cloud service displays the Select Integration page.

3. On the Select Integration Profile page, click Verint Compliance Recording, and click Continue.
4. On the Integration Profile page, complete the following configurations:

   Option	Description
   Integration Name	Enter a unique name to identify this integration. Maximum 64 characters.
   Service Region	Region from which the SIPREC connection is served. Set to the region of the associated voice service.
   Metadata mode	Set to Standard mode for Verint integrations.
   Metadata format	Set to Oracle (ACME) for Verint integrations.
   Endpoint username	Enter a username for the SIPREC endpoint authentication. Maximum 64 characters. Note: When you enter a username, the Password field becomes required.
   Endpoint password	Enter a password for the SIPREC endpoint authentication. Maximum 128 characters. Note: When you enter a password, the username field becomes required.
   Recording server address	Enter a valid IP address or FQDN for the recording server. This is the Verint recording server endpoint that receives SIPREC traffic.
   SIP transport	Select TLS or TCP. Default: TLS.
   Alternative endpoint port	This field is inactive until you enable it with the Use Alternative Endpoint Port button. When enabled, enter the port number. Default: 5061. Valid values: 0-65535.
   Use Alternative End Port	Enable this option to allow the Alternative Endpoint Port field to accept a custom port number instead of the default SIPREC port. This setting determines whether the connector uses the default SIPREC port or the user-defined endpoint port value.

5. Click Continue.
   The Oracle® Intelligent Communications Orchestration Network cloud service displays the optional Custom SIP Headers page. You can configure up to five unique custom x-header parameters. These headers allow you to pass additional information for call control, feature signaling, or integration with external systems to extend capabilities beyond standard SIP headers.

   To learn more, refer to Add SIP X-headers to a SIPREC Integration.

6. After adding the custom SIP headers, click Add.

   Wait for the confirmation notification. After the integration is added, it appears in the integrations table and associated network visualization. You can also update, delete, enable, or disable the Verint integration.