Integration with voice call Recorder

Last Updated : Oct 28, 2025 |

Call recording is an integral feature of any outbound offering and is a critical feature to have as POM supports agent-based campaigns. POM supports integration with voice call recorders such as Avaya Contact Recorder (ACR) or any other third party recording application for call recording capabilities.

POM integrates with Avaya ACR using a switch side recording approach and records calls to meet compliance needs and for bulk recordings. While integrating and extending the recording capabilities, Avaya ACR controls the way the calls are recorded. The recordings are driven by Avaya ACR, and POM does not drive the recordings. POM integrates with Avaya ACR with the help of socket-based messages sent from POM to Avaya ACR. POM connects with the recorder using TCP or secured TLS based connection. The default port used for communication is 7999. Select the Enable Recorder check box on the Global Configurations page when you set up POM. For more information about enabling Recorder, see Administering Avaya Proactive Outreach Manager.

POM and Recorder connection

An agent, after logging into Avaya Aura® Communication Manager, needs to login to POM by using a desktop in order to perform outreach attempts using POM. POM then provides the details of the agent operations in the form of XML based recording events to the integrated recorder application.

Note:

POM provides recording events to the recorder application only on successful connection and answer human detection between the agent and the customer. Also, POM does not perform the streaming of media, whereas it provides agent events in the form of XML messages over a TCP/TLS based socket connection.

For multi POM server integration with recorder, the recorder must establish a connection with each POM server, such that events are sent from both servers as per the recorder configuration.