How to set up OREKA recording with server twinning

OREKA — now sold as CallMiner Record — cannot run on a single VICIdial server. It needs a two-dialer cluster where each server plays a distinct role. Get the roles wrong and OREKA will either capture nothing or produce mismatched audio files. Here is the correct sequence.

Step 1 — Assign Agent Server and Non-Agent Server roles

In the VICIdial Admin, open each server's settings. On the server where agents will register their Softphone or Hardphone (deskphone) extensions, set "Active Agent Server" to Y. On the second server — the one that receives all inbound traffic — set it to N.

**Gotcha:** Agent phones must register only on the Agent Server. If any agent phone is registered on the Non-Agent Server, OREKA will fail to correlate the screen capture with the audio stream.

Step 2 — Set Max Trunks to zero on the Agent Server

If your operation includes outbound auto-dialing, the Agent Server's "Max Trunks" setting must be set to 0. Auto-dial trunks should originate only from the Non-Agent Server. This keeps SIP (Session Initiation Protocol) traffic properly separated so OREKA knows which audio path belongs to which leg.

Step 3 — Link the servers using Active Twin Server IP

Open server settings on the Agent Server and enter the IP address of the Non-Agent Server in the "Active Twin Server IP" field. Then do the reverse on the Non-Agent Server. Both servers must reference each other, otherwise the twinning handoff breaks and calls will not bridge correctly.

Step 4 — Enable Extension Append CID on every campaign and inbound group

OREKA uses the extension appended to the caller ID to match the Call recording file to the correct call record. Without this, audio files end up anonymous. Go into each campaign's detail page and each inbound group's settings and flip "Extension Append CID" to enabled.

Step 5 — Verify inbound routing goes to the Non-Agent Server

All inbound DID (direct inward dialing) routes must point to the Non-Agent Server. Check your DID routing table in Admin and confirm that no inbound DID is landing on the Agent Server. If inbound calls arrive at the Agent Server, OREKA's audio capture will be incomplete.

Configuration flow at a glance

flowchart TD
  A[Install OREKA on both servers] --> B[Set Agent Server = Y on server 1]
  A --> C[Set Agent Server = N on server 2]
  B --> D[Set Max Trunks = 0 on server 1]
  C --> E[Point all inbound DIDs to server 2]
  B --> F[Enter Twin Server IP = server 2 IP]
  C --> G[Enter Twin Server IP = server 1 IP]
  F --> H[Enable Extension Append CID on all campaigns]
  G --> H
  H --> I[Test and verify recordings appear]

What to check if recordings are missing

• Confirm both "Active Twin Server IP" fields are filled in and reachable by ping.
• Confirm "Extension Append CID" is on in all campaigns and inbound groups.
• Check that no agent phones accidentally registered on the Non-Agent Server.
• Verify that OREKA's own service is running and has write access to its storage directory.

For a deeper look at how VICIdial handles recording at the platform level, read VICIdial call recording explained. If you need to understand what the CallMiner suite adds on top of raw OREKA capture, see what the CallMiner integration adds to VICIdial recordings.

Want a managed VICIdial cluster where server twinning is pre-configured? See VICIfast pricing for hosted options.