Install ReCall Server
Contents
1. Date 03 Nov 08 Handle Time 0 Notes 02 25 Administrator 01 2109 10 34 47 These are notes T a ae F Blue Flag Y Yellow Flag YF Green Flag Grange Flag Purple Flag Mew Motes This is new note Server Space Details Connected Server APOLLO 35 15 GB 896 34 GB BB usedspace 37 747 281 920 bytes Free Space 962 446 733 312 bytes 932 50 GB Capacity 1 000 194 015 232 bytes 22 Play Recordings Click the Play button on the Toolbar to play a recording or simply double click on the recording The recording will transfer from ReCall Server and open the ReCall Player window will start playing the recording Simply use the ReCall Player controls to pause play fast forward and adjust volume End the playback by closing ReCall Player click x in the upper right corner OneCall rioyo e T ClearCall Agent ABC Bank E BR Bee 5111650203034205 MAIN MENU How may I help you S How may I help you You may resize the ReCall Player window but take note the following gt The window will attempt to size to the same resolution as the recording which provides the best viewing quality gt If your display has the same or lower resolution the recording may appear blurry or distorted gt If the window sizes to full screen optimize viewing clarity by right clicking in the window selecting Zoom and th2. ReCall Professional Edition Installation Guide amp User Manual Version 2 1 KomBea Corporation 796 East Pacific Drive Suite C American Fork UT 84003 Phone 801 756 2525 Fax 801 756 6781 www kombea com kKOomBeas CE Recall Installation Guide amp User Manual Contents Welcome to KomBea ReCall your call recording and screen capture solution This Installation Guide and User Manual has the following Sections Section 1 Install amp Test ReCall This covers the five steps to successfully install and test KomBea ReCall 1 Review System Requirements and Licensin Install ReCall Server 2 3 Install ReCall Admin Viewer and Client 4 Create Test Recordings 5 View Test Recordings section 2 ReCall Triggers This covers the ways to trigger ReCall Client to start stop recording and to add searchable data to recordings 1 Manual Triggers 2 Command line Triggers 3 API Triggers section 3 Using ReCall Admin This covers how to use the features of ReCall Admin 1 LogIn 2 Change Password Change Recording Settings Manage User Accounts Archive amp Delete Recordings TROND Section 4 Using ReCall Viewer This covers how to use the features of ReCall Viewer 1 Logl 2 Change Password Find Recordings Filter Recordings Save Recordings Email Recordings Annotate Recordings Play Recordings o NOOA UMN Section 5 Troubleshooting Customer Service amp
3. Viewer Login X ReCall version 2 4 1 User Name rdim Password 1 Start ReCall Viewer by going to Start Programs KomBea and clicking on the ReCall Viewer program 2 Enter your User Name and Password and click OK gt The User Name and Password are created by ReCall Admin Change Password 1 Onthe Admin Login window click en Change Password Old Password 2 When the Change Password dialog ul di appears enter your User Name and current password in the Old Password field LOK cancel 3 Enter a new password into the New Password and Confirm New Password fields and click OK kKOomBeas CE Recall Installation Guide amp User Manual 19 Find Recordings When ReCall Viewer opens the most recent recordings will automatically be listed 200 maximum recordings File Edit View Help lab A Save AS 2 1 mai FPS x NOLES Pp Play Cd t N f MM v Standard Filters lo D USER DATE START END HANDLE TP Most Recent 197100 l 02 Nov 09 12 42 06 13 12 14 0 30 08 ARES E 197099 admin 02 Nov 09 12 51 07 12 51 39 0 00 32 HERCULES F Today 197098 Admin 02 Nov 09 12 34 00 12 34 47 0 00 47 ARES p gt Yesterday 197097 Admin 02 Nov 09 12 08 42 12 09 54 0 01 12 ARES 9 Random Sampling 197096 Admin 02 Nov 09 12 01 57 12 02 17 0 00 20 ARES 197095 Admin 02 Nov 09 11 44 44 11 45 10 0 00 26 ARES 197094
4. FAQs This covers troubleshooting steps for common issues information on contacting customer service technical support and answers to frequently asked questions 1 Troubleshooting 2 Contacting Customer Service 3 FAQs This User Manual is written for Windows XP but ReCall also supports Windows 2000 and later Vista is still in development kornmnBes GE Recall Installation Guide amp User Manual 2 Section 1 Install amp Test ReCall Step 1 Review System Requirements amp Licensing Before you begin the installation review the following functions requirements and licensing impacts for each ReCall component ReCall Server Component Minimum Recommended 1 5Ghz 2 0Ghz Dual Core 2GB 2GB 0 Operating System Windows 2000 Windows 2000 Server or later Network Connection 10Mbps 100Mbps SVGA 800x600 SVGA 1024x768 gt ReCall Server is installed on the PC where call recordings and searchable data for call recordings are stored This PC must be turned on and network accessible in order for the other ReCall applications to function This PC should also have enough storage capacity for your needs see Recording Settings and Archive amp Delete Recordings to determine capacity needs ReCall Viewer amp ReCall Admin Hardware Software Minimum Recommended gt ReCall Viewer is installed on PCs for users who need to find view and annotate recordings ReCall Admin is installed on PCs for users
5. Medium This adjusts sound quality and volume Increasing this improves audio quality and increases file size high 150KB min medium 90KB min low 50KB min No impact on PC performance Size Recommendation High This scales captured resolution of the screen that is recorded Increasing this improves video quality High full screen medium 80 low 65 increases file size high 3X the low setting 2X the medium setting and may degrade PC performance Frames per Second Recommendation Low This changes the frequency of screen captures Increasing this improves smoothness in screen movement and may degrade PC performance It has no impact on file size Quality Recommendation High This adjusts the amount of information stored Increasing this improves video quality fewer smudges in static parts of the screen moderately increases file size but may improve PC performance 4 Click Apply to apply these settings to the selected PC New seitings are applied once the client PC completes its next recording Caution Apply to All will apply these settings to every licensed computer kKOomBeas CE ReCa ll 15 Manage User Accounts To Add a User 1 Go to the Users tab and click Add User 2 Fill out the user information First amp Last Name Login ID and Password 3 Set the appropriate Permissions check boxes and select a profile and then click Apply Administrator gives the u
6. and then click on the Add button 7 When the desired recording types for this profile have been selected then click on the Apply button ReCall Admin Settings Users Permissions Archive Profile Name Testing Type 0 Archive Delet Apply action to recordings older than 90 days O Delete Current Objects Available Objects WA Custom 4 Hello World Slaves Machines Logins Data JPEACHEY SLAVE ACOOMBS APOLLOD1 KCSLAVE1 MANCRSRECO1 gt NYSLAVE1 PHLSLAVES TERRYO1 TERRYO2 Remove All 4 TERRYO3 THOMEO1 Add Profile Delete Profile Use this section to manually perform an action on recordings These actions cannot be undone all recordings on or before 10 3 2009 vi To archive or delete recordings manually simply fill in the date in the all recordings on or before area and click the Archive or Delete button gt Archived recordings are moved to a sub folder named Archived Files in the Destination Folder These files may be moved to another location gt Toretrieve an archived recording move the file identified by the Recording ID into the Recorded Calls sub folder in the Destination Folder If recordings are not encrypted you can simply give the file to the person who needs to view it kKOomBeas GE Recall installation Gui er Wanna 48 Section 4 Using ReCall Viewer Log In
7. 09 10 56 53 10 57 10 0 00 17 ARES G 196882 Terry Evans 25 Jun 09 10 54 38 10 56 12 0 01 34 ARES EG 196881 Terry Evans 25 Jun 09 10 48 09 10 48 34 0 00 25 ARES 196880 Terry Evans 25 Jun 09 10 04 04 10 21 15 0 17 11 ARES 196879 Terry Evans 25 Jun 09 10 01 56 10 02 58 0 01 02 ARES 196856 Art Coombs 18 Jun 09 14 58 14 14 58 25 0 00 11 ACOOMBS 196781 Art Coombs 22 May 09 11 53 29 12 23 34 0 30 05 ACOOMBS 196777 Art Coombs 22 May 09 11 44 49 11 44 53 0 00 04 ACOOMBS q via ook Maw Ag 38038 AD ons 30 COMP Click a column title to sort by that column Click the column title again to toggle between ascending and descending order gt Refresh the list of recordings by clicking the Most Recent filter under the Standard Filters gt Recording Filters are covered on the next page gt The first column indicates whether the recording is audio only or audio plus video The ID column shows the unique ID given to each recording Add or remove columns by right clicking the column header area and checking or un checking the column options gt Toolbar options are covered later in this section kKOomBeas CE Recall Installation Guide amp User Manual 20 Recording Filters To find recordings that meet specific criteria click the button which opens the Filters dialog You may then use any combination of the following filters Recording ID Unique number assigned by ReCall User Name Client user s Windows login I
8. Terry Evans 02 Nov 09 11 41 20 11 41 39 0 00 19 TERRY s 197093 Terry Evans 02 Nov 09 11 27 50 11 28 05 0 00 15 TERRY Espen Sata 197087 Terry Evans 02 Nov 09 10 22 21 10 22 33 0 00 12 TERRY P video Only Oo 197077 Terry Evans 07 Oct 09 10 31 16 10 31 44 0 00 28 TERRY F Terry s Team 197071 Art Coombs 13 Aug 09 17 58 24 17 58 31 0 00 07 ACOOMBS i 197069 Art Coombs 13 4ug 09 17 46 33 17 46 38 0 00 05 ACOOMBS F Longer Videos G 197062 Art Coombs 13 Aug 09 17 37 23 17 37 47 0 00 24 ACOOMBS 197057 Art Coombs 13 Aug 09 17 13 44 17 14 07 0 00 23 ACOOMBS 197053 Art Coombs 13 Aug 09 17 13 22 17 13 31 0 00 09 ACOOMBS 197051 Art Coombs 13 Aug 09 17 11 36 17 12 02 0 00 26 ACOOMBS 197050 Art Coombs 13 4ug 09 17 11 19 17 11 25 0 00 06 ACOOMBS 197049 Art Coombs 13 Aug 09 17 01 13 17 05 29 0 04 16 ACOOMBS 197046 Art Coombs 13 Aug 09 16 59 25 16 59 49 0 00 24 ACOOMBS 197044 Art Coombs 13 Aug 09 16 55 56 16 57 19 0 01 23 ACOOMBS G 197021 Admin 12 Aug 09 16 31 41 17 01 52 0 30 11 ARES 197019 Admin 12 4ug 09 14 37 00 14 56 53 0 19 53 ARES 197018 Admin 12 Aug 09 14 25 03 14 34 31 0 09 28 ARES 197016 12 ug 09 14 23 56 14 24 25 0 00 29 ARES 197015 12 Aug 09 14 23 45 14 23 52 0 00 07 ARES E 197014 12 Aug 09 14 22 25 14 23 42 0 01 17 ARES 197013 12 Aug 09 11 22 51 11 52 58 0 30 07 ARES 197012 12 Aug 09 11 19 52 11 22 47 0 02 55 ARES 197007 Terry Evans 06 Aug 09 09 29 24 09 45 19 0 15 55 TERRY 196883 Terry Evans 25 Jun
9. the most recent listed first Double click the test recording which will launch ReCall Player and automatically start playing the recorded call File Edit Help Y Standard Filters SP Most Recent Yesterday SP Random Sampling Y Custom Filters 4 Make sure that audio and video quality is at expected levels Resolve any errors or performance issues you may encounter see Troubleshooting kKOomBeas CE Recall Installation Guide amp User Manual 9 Section 2 ReCall Triggers Since ReCall does not interface with the PBX there are other ways to trigger a ReCall Client to a start and stop a recording and b attach searchable data to a recording Manual Triggers If you don t need automated triggers use the agent initiated trigger application called ReCall Agent This is installed in the Destination Folder folder you selected during installation When agents double click the ReCall Agent shortcut the application opens as a small always on top window When the agent clicks Start the recording begins and Start changes to Stop When the agent clicks Stop the recording ends and Stop changes to Start When the agent clicks the button WHILE the recording is in progress the agent can enter searchable data up to four fields to the recording KomBea ReCall Configuration F Custom Database Fields Custom Field 1 mo Custom Field 2 Custom Field 3
10. via ReCall Admin CustomField4 BSTR A custom database field to be stored in the database this value is not used by ReCall An administrator may update this field via ReCall Admin We recommend setting the UserName property with the triggering application kKOomBeas CE Recall 12 IRecorderService Methods Method Name Return Type Description StartRecording Start recording this method blocks until the recorder is started Depending on the machine s resources this may take several seconds to start PauseRecordin Pause recording this method blocks until the HRESULT recorder is paused recording with video cannot S_OK or 0 is be paused or resumed ResumeRecording returned on Resume recording this method blocks until the SUCCESS recorder is resumed recording with video cannot be paused or resumed StopRecording Stop recording this method blocks until the recorder is stopped Depending on the machine s resources this may take several seconds to start Instantiating a RecorderService Object Using JavaScript Instantiate the RecorderService object The default interface is IRecorderService var recorder recorder new ActiveXObject KomBeaReCall RecorderService Initializing the IRecorderService Interface Set the user s name field not required but recommended recorder UserName Jane Doe Start Recording Start recording recorder StartRecording Stop Recording Sto
11. wait for this to change eg ReCall ner while KomBea ReCall is being installed to Installation Complete and click s N ext gt i Installing Windows Media Player HotFix Output Folder C KomBea Output Folder C KomBea gt If you receive an error or Skipped dbghelp dll the Installer aborts skaned KomBea Crash Report exe Skipped KomBea Crash R t ini reboot and go back to Output Folder C DOCLIME 1 RONNIE 1ILOCALS i Tenp Extract wind dial 1 kb932390 x86 intl Step 1 If you receive the Installing Windows Media Player Hotei ii same error on the second attempt contact Customer Service KomBea ReGall Installer 7 When the Completing screen appears click Next gt and then Finish to close the Installer 8 Immediately reboot the PC which will complete the install process and automatically start the ReCall services The ReCall component will NOT work until you reboot the PC 9 ReCall Client installations only The multiplexer is a small device that connects the PC to a physical phone This device is NOT needed for PCs using a soft phone with USB headset but is needed on every ReCall Client PC that uses a physical phone Note Your multiplexer may differ slightly from the one shown in the pictures below e Plug the phone wire coming out of the headset into the phone jack on the multiplexer Plug the phone wire coming out of the multiplexer into the jack on the phone base the jack where th
12. who need to change recording settings manage user accounts or archive recordings ReCall Client Hardware Software Minimum Recommended 1 5Ghz 2 0 Ghz 512 MB Operating System Windows 2000 Windows XP gt ReCall Client is installed on PCs where agent calls are recorded Licensing ReCall utilizes one 1 license when a ReCall Client PC sends its first recording to ReCall Server There are no license requirements for other ReCall components You can remove a licensed PC using KomBea Admin kKOomBeas CE Recall 3 Step 2 Install ReCall Server You must install ReCall Server before installing any other ReCall components You may optionally install the other ReCall components on the ReCall Server PC but this is not recommended 1 Download KomBea ReCall Installer from www kombea com download 2 Double click the KomBea ReCall Installer icon KomBea Recall Installer exe 3 When the Welcome screen E Kombea Recall Setup Her appears click Next gt Welcome to the KomBea ReCall Setup Wizard This wizard will guide you through the installation of KomBea ReCall It is recommended that you close all other applications before starting Setup This will make it possible to update relevant system files without having to reboot your computer Click Next to continue 5 sd 4 When the Choose Components iojxi Choose Components screen appears make sure only e4 ReCall Choose EE of KomBea ReCal
13. CE Recall Installation Guide amp User Manual 24 Email Recordings g ReCall Recording Call ID 193172 Attached Message Plain Text send A File Edit View Insert Format Tools Actions Help Click the E mail button on the Toolbar in order to email a recording The email will automatically include text as shown to the right gt The recording is attached only if encryption is OFF Annotate Recordings Click the Flag button on the Toolbar to place a colored flag in the Flag column of the recordings list The meaning and use of the flags is up to your own organization Flags become part of the searchable data for recordings Click the Notes button on the Toolbar to adda written note about the recording which also places an icon in the Note column of the recording list gt Flags and Notes are part of the searchable data for recordings see Filter Recordings Server Disk Space In the bottom left corner of the ReCall Viewer application a simple bar graph shows the percent of disk space used to store recordings on the Slave Server Right Click on it and select Refresh to have it updated or Details kKOomBeas CE Recall Installation Guide amp User Manual Subject Call ID 193172 Agent Admin Bcc Recall Recording Call ID 193172 Attached Attach 2008 11 03 15 51 46 ACOOMBS wmv 5 MB Attachment Options
14. Custom Field 4 cane While this trigger takes no time to implement it has several disadvantages e Agents may purposefully exclude recordings e Agents may forget to start and or stop a recording missing recordings completely or blending two or more recordings together e This option does not include all of the features available in the other trigger options kKOomBeas E RecCall Installation Guide amp User Manual 10 Command Line Triggers This is the simplest automated trigger to implement and includes the following capabilities e Start amp Stop Recording e Pause amp Resume Recording audio only e Attach searchable data The ReCall CLI application is installed in the Destination Folder selected during the installation process Kombea Recall CLI ere From any desktop application soft phone CRM etc you can send commands to the ReCall Client service that trigger recording events as follows start stop pause resume username lt value gt systemfield1 lt value gt systemfield2 lt value gt systemfield3 lt value gt systemfield4 lt value gt systemfield5 lt value gt systemfield6 lt value gt customfield1 lt value gt customfield2 lt value gt customfield3 lt value gt customfield4 lt value gt Start recording Stop recording Pause recording audio only Resume recording audio only The user s name to store in the database The SystemField1 to st
15. D Computer Name The unique computer or machine name Start amp End Time Date and time when recording was started and ended Duration Length of recording Show Archived Recordings Includes archived recordings System Fields 1 6 Data attached by triggers see ReCall Triggers Notes Data attached by a ReCall Viewer user see Notes Flag Flag attached by a ReCall Viewer user see Flags Fite MOST RECENT Recording ID System Field 1 User Marne System Field Computer Mame System Field3 System Field 4 I Start Time E 6 2009 EE 14 25 AM ral J Save S Save gt If a field is disabled and has text in it the System Admin has applied a required filter to your user account gt Click Apply to find the recordings that meet your filter criteria gt Click Save As to name and save this Filter for later use and find the recordings that meet your filter criteria This saved filter will appear in the Customer Filters area save Recordings mel Save in Deskop x ac Click the Save As button on the Fe My Documents Toolbar in order to save the file as a IESENE 2 My Network Documents standard WMV file E My Docs Desktop TRANSFER gt This feature only works if encryption is OFF My Documents r Maia K a tase File name Save as type Windows Media File wmv v Cancel kornmnBes
16. RED If you get this error message when trying to play a recording in ReCall Admin check the following 1 Wait at least 2 minutes from the time the ReCall Client stops recording until you attempt to play the recording It may take this long before the file has completely transferred to ReCall Server 2 Check the steps listed above for ERROR 0x80010105 3 If none of the above items fix the problem contact Customer Service kKOomBeas GE Recall installation Guide amp User Manual 24 VIDEO QUALITY IS POOR WHEN PLAYING RECORDINGS If the video quality is poor when playing recordings check the following 1 3 4 Try to view the recording in Full Screen mode by right clicking in the ReCall Player window clicking Zoom and then clicking Full screen Check that Display Properties on the ReCall Client PC are at the recommended settings Go to Start Settings Control Panel Display Move Screen resolution to 1024x768 or less Change Color quality to Medium 16 bit Change Hardware acceleration to None click Advanced and go to the Troubleshoot tab o Click OK twice Implement all recommended Recording Settings see Recording Settings If none of the above items fix the problem contact Customer Service O O O AUDIO QUALITY IS POOR WHEN PLAYING RECORDINGS If the audio quality is poor when playing recordings check the following 1 i T ry a new r
17. ReCall does not enforce any audio or video settings on the ReCall Client PC If an agent alters their settings then those settings will be used for the recordings You may want to consider restricting access to these settings 8 What if the PC hangs during the call The current recording will not be saved and will be lost 9 What if the Server hangs what happens to call recordings in progress All data and recordings will continue uninterrupted They will be stored on the ReCall Client PC s until they can be sent to the server 10 What if my recordings are cut off at 30 minutes ReCall sets the maximum length of a recording at 30 minutes A future release will allow you to change this to a longer time EG Recall Installation Guide amp User Manual 28 KomBea ReCall User Manual amp Installation Guide Copyright O 2008 KomBea Corporation All rights reserved No part of this publication may be reproduced in any form or by any means without prior written permission from KomBea Corporation KomBea ReCall and ProtoCall are trademarks of KomBea Corporation Microsoft Windows Windows NT Widows 2000 Windows XP Windows Vista and their respective logos are registered trademarks of Microsoft Corporation in the United States and other countries All other brand and product names used in this manual are trademarks or registered trademarks of their respective companies License Agreement The customer does not receive title to the
18. at is included with a license of ReCall 2 Can you screen capture any screen type or resolution Dual monitors Yes but dual monitors may increase CPU and Memory requirements 3 Can you do voice only screen only and voice screen recordings Yes any of these 4 Can you do live monitoring This is not supported at this time 5 Can you record my at home agents Yes WHAT IF 1 What if the recording volume is missing too soft or too loud Make sure the multiplexer is installed correctly and adjust the recording settings see Recording Settings 2 What if the video quality is missing or poor quality see Troubleshooting 3 What if the server runs out of disk space No new recordings will be sent from the client PCs to the server They will be stored on the client PC until they can be sent to the server 4 What if the client PC disconnects from the server Recording will continue They will be stored on the client PC until they can be sent to the server 5 What if run out of licenses or go over my license count Once the license limit is reached no recordings will be made on any new PCs where ReCall Client is installed If a license needs to be freed up it can be done via the ReCall Admin program 6 What if the agent unplugs your recorder device screen capture will continue but no audio will be recorded until it is plugged back in 7 What if the agent messes with the audio or screen resolution settings
19. ble Objects are added they are OR d together to determine if the recording satisfies the restrictions of the profile Go to the Permissions tab and click on Add Profile Give it a name in the Profile Name field Select either the Slaves Machines or Logins and then choose the desired entries and click on the Add button 4 When done identifying the servers machines or logins for recordings that this profile will allow access to then click on the Apply button ReCall Admin Settings Users Permissions Archive PERMISSION PROFILES Profile Mame APOLLO Current Objects Available Objects APOLLODO1 Slaves Machines Logins H 4COOMBS 2 JPESCHEY SLAVE S KCSLAVE1L H MANCRSRECOL Add All SG MYSLAVE1 PHLSLAYE3 TERRYD1 H TERRYDZ2 H TERRYDS Remove All 3 THOMEOI Add Profile Delete Profile kKOomBeas GE Recall installation Guide amp User Manual 17 Archive amp Delete Recordings To archive or delete recordings automatically 1 Goto the Archive tab 2 Check the Automatic checkbox 3 Select the Archive or Delete radio button 4 Enter the number of days old a recording must be to perform this action 5 Give the Archive Profile a name in the Profile Name field 6 Select the Slave Servers Machines Logins or Data Fields that will identify the recordings to be automatically archived or deleted
20. e headset normally goes Plug the PINK connector coming out of the multiplexer into the microphone jack of the PC IMPORTANT If your multiplexer has a GREEN connector DO NOT plug this into the headset jack of the PC unless you are also using KomBea ProtoCall This connector will allow customers to hear sounds from the PC kKOomBeas CE Recall Installation Guide amp User Manual 7 Step 4 Create Test Recording s Create a test recording so that you can test PC performance while recording and verify that audio and screen capture settings are correct 1 On the PC where the ReCall Client is installed go to Start Programs KomBea and click on the ReCall Agent application Bog Morton SystemyWorks 8 Software Updates Programs Accessories _ F HP a Documents H Intel PROSet Wireless TA l m Microsoft SOL Server gi Settings Fe i Startup b Search Yahoo a er Cisco Systems YPN Client F red Help and Support fi KomBea GE KomBea ReCall Admin un z ee iTunes E ReCall Admin a Sean GY Display ComputerID m KomBea Server debug mode start 2 E pm donne e FE Uninstall KomBea Recall 2 A small application will open that is only used for x manually creating recordings 3 Using the phone that is connected to this PC call someone who can speak with you for 20 30 seconds 4 Start recording by clicking the Start button on the ReCa
21. eco rd j n g your hardware documentation for details op Go to Sounds and Audio Devices Spore Hel Properties Start Settings Control i i Stereo Mix Microphone Panel Sounds and Audio Devices Balance Balance Click Advanced from the Volume p 4 4 tab Volume Volume Go to Recording Control Options l Properties Select Recordings OK T Check the checkbox for the port Select i Select where the multiplexer is plugged in Fires usually Microphone Move the Fres Volume and the Balance sliders to the center Advanced Controls for Microphone x These settings can be used to make fine adjustments to your audio Click Advanced place a check in the Microphone Boost checkbox and click Tone Controls cc 53 These settings control how the tone of your audio sounds Close Bass Low High 1 is dd ot Close the Recording Control Treble OW High and Control Panel windows Other Controls These settings make other changes to how your audio sounds See If none of the above items fix the problem contact Customer Service kKOomBeas CE Recall 25 PERFORMANCE IS DEGRADED WHEN RECALL CLIENT IS RECORDING If the ReCall Client PC is sluggish when recording is on check the following 1 Check that all hardware and software meet the recommended levels see System Requirements If the PC is r
22. en Full Screen gt Exit Full Screen mode by pressing ESC on your keyboard kKOomBeas CE Recall Installation Guide amp User Manual 23 Section 5 Troubleshooting Customer Service amp FAQs Troubleshooting Before contacting Customer Service look for a solution among these common issues ERROR 0x80010105 This error is generally caused by a communication error between the ReCall Client and ReCall Server processes 1 Verify that the ReCall Server Name and Server Port are correct e Run RegEdit e Goto HKEY LOCAL MACHINE SOFTWARE KomBea KomBea ReCall e Server Name should be the name of the PC where ReCall Server is installed e Server Port should be the one selected during the installation process 2 You may optionally uninstall and then reinstall the ReCall components making sure to enter the correct Server Name and Server Port values 3 Verify that the ReCall Client PC can communicate with the ReCall Server PC turned on and network accessible 4 Verify that the KomBea Server service is running on the ReCall Server PC 5 Verify that you have not exceeded the license count If you have you should receive an error message that reads The ReCall Server s client license count has been exceeded Recording is not enabled on this machine 6 If none of the above items fix the problem contact Customer Service FILE NOT FOUND UNEXPECTED ERROR HAS OCCOR
23. ime To initiate a support incident simply send an email to support kombea com Provide as much detail as possible We respond to Tier 1 issues via email while Tier 2 issues generally transition to phone communication Technical support and software upgrades are free and unlimited for those who have a current Annual Maintenance amp Support Agreement To remain current you are required to be paid in full on all KomBea ReCall licenses If your agreement has lapsed or you didn t purchase one you may become current by purchasing an Annual Maintenance amp Support Agreement at the non discounted rate 35 of license The expiration date will be one year from the time the KomBea ReCall licenses were purchased not from the time the Agreement was purchased Alternatively support can be purchased as Professional Services 200 per hour billed in half hour increments kKOomBeas CE Recall 26 FAQs POLICIES 1 Can I get an evaluation copy We offer a 60 day money back guarantee You simply return the multiplexers in their original packaging for a full refund 2 What is your return policy Same as 1 above 3 What are your support hours Monday Friday 8 00am 5 00pm U S Mountain Time 4 What is your support policy see Customer Service 5 What is your upgrade policy see Customer Service 6 How do I increase my number of licenses once I purchase the initial lot simply place another order As soon as paymen
24. implied warranties of merchantability or fitness for any particular purpose Further KomBea Corporation reserves the right to revise this publication without notice Last Updated November 2 2009 kKOomBeas CE Recall 29
25. l you want to install ReCall Server is selected and i ae 7 Check the components you want to install and uncheck the components you don t want to cl ick N ext gt install Click Next to continue gt Re Call Server IS S e ected Select components to install by defau It C Recall Admin C Recall viewer C Recall Client Space required 4 6MB KomBea ReGall Installer lt Back Cancel 5 When the Choose Install pa fl xi Choose Install Location Location screen appears cl ick e4 ReCa Choose the folder in which to install KomBea ReCall Next gt Setup will install KomBea ReCall in the following folder To install in a different Folder click Browse and select another Folder Click Next to continue gt You may accept the default Destination Folder or choose another Ta Folder Browse Space required 33 4MB Space available 5 566 KomBea ReGall Installer lt Back Cancel kKOomBeas CE Recall Installation Guide amp User Manual 4 6 VWhen the Locate License File iojxi screen appears click Locate e4 ReCall pr license file to use License File browse to the license file and click Next gt KomBea Server requires a license file to run If you have already received license dat file from KomBea click on the Locate License File button to browse For it gt Ifa license file is already in the Locate License File Des
26. ll Agent application Within a few seconds the button will change to Stop indicating that recording has successfully started ReCall Agent x a Dul 5 Speak with the person on the phone and have him her speak to you While speaking perform typical agent activities on the PC starting applications entering data etc This should take about 20 seconds 6 Stop recording by clicking the Stop button on the ReCall Agent application The button will change to ReCall Agent JE Start indicating that recording has successfully Er stopped Pee eer 7 Resolve any errors or performance issues you may encounter See Troubleshooting kKOomBeas CE Recall Installation Guide amp User Manual Step 5 View Test Recording s View test recordings so that you can verify that recordings are being sent to the ReCall Server and that recording settings are correct 1 On the PC where ReCall Viewer is installed go to Start Programs KomBea and click on the ReCall Admin program viewer Login f E X ReCall version 2 4 1 2 When the Viewer Login window appears enter admin without the quotes for both User Name and Password and click OK gt This is the default UserName admin Administrator account Password Hook Creating user accounts is covered in Manage EEE User Accounts Cancel 3 When ReCall Viewer opens recordings will appear in the list with
27. omBea th d Created uninstaller C KomBea Uninstall KomBea ReCall exe error on the secon Completed z attem pt CO ntact KomBea ReGall Installer Customer Service 8 During Step 7 above a Notepad file will open with information you will need when installing ReCall Admin and ReCall Client on other PC s gt Print this document or write down the information 9 When the Completing screen appears click Next gt and then Finish to close the Installer Immediately reboot the PC which will complete the install process and automatically start the ReCall Server service ReCall Server will NOT work until you reboot the PC 10 You may optionally encrypt all recordings making it impossible for ReCall Admin users to save or share recordings with others To encrypt recordings gt Goto the Destination Folder and open KomBeaReCall ini with any text editor program gt Change EncryptRecordedCalls 0 to EncryptRecordedCalls 1 gt Save the changes and reboot the PC kKOomBeas GE Recall 5 Step 3 Install ReCall Admin Viewer amp Client 1 Double click the KomBea ReCall Installer program KomBea ReCail 2 When the Welcome screen appears click Next gt Installer exe 3 When the Choose Components E la xd Choose Components screen appears select the e4 ReCall Choose versa of KomBea ReCall you want to install desired components and click N ext gt T ES ps Me al to in
28. ore in the database The SystemField2 to store in the database The SystemField3 to store in the database The SystemField4 to store in the database The SystemField5 to store in the database The SystemField6 to store in the database The CustomField1 to store in the database The CustomField2 to store in the database The CustomField3 to store in the database The CustomField4 to store in the database For example you would start a new recording by sending the following command kKOomBeas CE Recall 11 API Triggers The API Trigger contains one object which exposes one interface The object RecorderService is controlled by setting properties and invoking methods on the exposed interface IRecorderService NOTE To view sample source code for VB Script Java Script on an HTML page C MFC project and others download ReCall Sample API Applications from the KomBea Download Center at www kombea com download J RecorderService Object e GUID 4FF7EAF2 CF61 422A BB5C A7EFBBFC8F53 e The file containing the RecorderService object is named KomBea ReCall Recorder Service exe IRecorderService Interface e GUID is A7F1F38F 17DE 4DB8 8B32 F30FAFF689AA e Type name KomBeaReCall RecorderService IRecorderService Properties Property Name Value Type Description UserName BSTR The user name to be stored in the database for the recorded calls AudioRecordingDevice BSTR The device to record audio from The default is the sys
29. p recording recorder StopRecording Setting System and Custom Properties At any point before calling StopRecording the system and custom field properties may be set The data pertaining to a call will be sent to the database as soon as the recording is stopped so they must be set by then or they will be used for the next call Set the values recorder SystemField1 This is system field 1 recorder SystemField2 This is system field 2 recorder SystemField3 This is system field 3 recorder SystemField4 This is system field 4 recorder SystemField5 This is system field 5 recorder SystemField6 This is system field 6 recorder CustomField1 This is custom field 1 recorder CustomField2 This is custom field 2 recorder CustomField3 This is custom field 3 recorder CustomField4 This is custom field 4 kKOomBeas CE Recall 13 Section 3 Using ReCall Admin Log In 1 Start ReCall Admin by going to Start Programs KomBea and clicking on the ReCall Admin program 2 Enter your User Name and Password and click OK gt The default User Name and Password are admin without the quotes Change Password 1 On the Admin Login window click Change Password When the Change Password dialog appears enter your User Name and current password in the Old Password field Admin Login X ReCall version 2 4 0 U
30. ser Name admin Password seen Change Password Cancel Change Password User Mame Old Password New Password Confirm Mew Password Enter a new password into the New Password and Confirm New Password fields and click OK kKOomBeas CE Recall Installation Guide amp User Manual 14 Change Recording Settings To change turn recording on off and to change recording settings 1 Goto the Settings tab and select any one of the computers from the LICENSED COMPUTERS list 2101 Settings Users Archive LICENSED COMPUTERS ACOOMBS Slave Server APOLLO DELL Recording Audio Properties DLARSON JPEACHEY C off High 20 kbps 22 05 kHz JP YM W2KPRO LAP102110 Audio Medium 12 kbps 16 kHz LCRAIN er ale RONNIE Audio Video Low 8 kbps 8 kHz SPARELAPTOP TERRY TEVANS m Video Properties ls A VM Size Frames Per Second F Quality VMWARE XP Large High 3 High VM WINZ2000 z mG XSTAR i i i FELIS Medium Medium 2 Medium Small Low 1 Low Licenses Used 18 of 9999 Apply To All Apply Refresh Remove 2 Turn audio only recording ON by selecting the Audio radio button Turn audio screen capture ON by selecting the Audio Video radio button 3 Adjust Audio and or Screen Capture settings by moving the sliders Audio Properties Recommendation
31. ser access to all features Change Client Settings gives the user the ability to turn recordings on or off and to change audio video settings Archive Recordings gives the user the ability to flag recordings as archived which also moves recordings to a folder designated for movement to external storage or deletion View Recordings gives users the ability to Find and Play recordings Restricted Search enables the Administrator to apply filters to the user s search thereby limiting the recordings that can be viewed ReCall Admin Settings Users Permissions Archive USERS Administrator First Mame KomBea KomBbea User Middle Mame Last Name User Login ID kombea Password ULLENT ES Confirm Password ATT Permissions Administrator Archive Recordings Change Client Settings View Recordings User s Profiles Available Profiles APOLLO To Delete a User highlight the user on the list and click Delete User The Administrator cannot be deleted To modify a User enter the changes and click Apply The Administrator account cannot be modified except Login and Password kKOomBeas CE Recall 16 Permission Profiles Create a Permission Profile to define which recordings are accessible for those users given this profile Permissions can be allowed for viewing recordings from a particular Slave Server from particular machines or specific user logins When multiple Availa
32. software The customer is granted a non exclusive license to use the software subject to the terms of this license agreement This software may not be rented or leased The customer may not remove or alter any proprietary notices labels or marks on the software or accompanying documentation The customer may not modify translate reverse engineer disassemble or decompile the software or accompanying documentation KomBea Corporation warrants that for 90 days after the purchase of the software package by the customer the software shall reasonably conform to the standards defined in the accompanying documentation KomBea Corporation does not warrant that the software shall be error free The customer s sole and exclusive remedy for a failure of the software to perform in accordance with the documentation shall be the return of the software and or hardware within 60 days and KomBea will replace the software and or hardware KomBea reserves the right to provide the customer with updates to the software and retains the right to offer such updates for a fee The customer may refuse to accept the updates This document may not in whole or in part be copied photocopied reproduced translated or reduced to any electronic medium or machine readable form without prior consent in writing from KomBea Corporation Disclaimer KomBea makes no representation or warranties with respect to the contents of this publication and specifically disclaims any
33. stall and uncheck the components you don t want to gt Make sure you UNselect ReCall Server as this should not be installed Select components to install Recall Server ReCall viewer ReCall Client again Space required 33 0MB KomBea ReGall Installer cm 4 When the Choose Install Location SASEN X HETE TET TERS EG Choose Install Location screen appears click Next gt ae eg ReCall Choose the folder in which to install KomBea ReCall gt Yo u m ay acce pt th e d efau It a will pies ge eter in v r pst folder To install in a different Folder click LG 5 rowse and select another folder Click Next to continue Destination Folder or choose another Destination Folder Space required 33 4MB Space available 5 5GB Kombea ReGall Installer lt Back Cancel 5 When the Configure Client Ex Settings Screen appears enter td ReCall Ps to connect to the ReCall Server the ReCall Server Name and ReCall Server Port values and ReCall Server Name RALAR AAAA E Click Install gt ReCall Server Port fi00 gt These values were provided during the ReCall Server installation gt If you receive alert or information messages click OK or Accept to Kombea ReGall Installer continue lt Back Cancel kKOomBeas E RecCall Installation Guide amp User Manual 6 6 When the Installing screen KjkomseareCallsetur l U appeals
34. t is received we will ship out additional multiplexers and provide an updated license file You ll be up and running right away TECHNICAL QUESTIONS 1 2 What is the file format WMV format but can be optionally encrypted What type of encryption is used The encryption algorithm is proprietary What is the size of an audio file Screen capture file Using the default recording settings see Recording Settings a typical audio file is under 90KB per minute and a screen capture file is under 1MB per minute File size is influenced by recording settings and the length of a recording What is the size of the application on the client PC The ReCall Client installation needs less than 1MB of disk space more if dependencies are not already installed However we recommend at least 100MB of free space to temporarily hold recordings before they are transferred to the ReCall Server What kind of PC do I need A PC with Windows 2000 or later see Systems Requirements What can expect in network LAN WAN traffic as a result Other than the recordings being transferred from the client PCs to the server the network traffic is very minimal Recall Installation Guide amp User Manual 27 CAN YOU 1 Can you record audio for VoIP Analog Digital Any type of phone can be used where the audio is sent through the computer This can be done directly with a soft phone or indirectly with a piece of hardware th
35. tem s default playback device IsRecording VARIANT BOOL True if a recording is in progress False otherwise IsRecordingPaused VARIANT BOOL True if a recording is paused False otherwise Recording ID ULONG The ID of the recording from the last call recorded The ID can be used to look up the record in the ReCall database SystemField1 BSTR A system defined field to be stored in the database this value is not used by ReCall SystemField2 BSTR A system defined field to be stored in the database this value is not used by ReCall SystemField3 BSTR A system defined field to be stored in the database this value is not used by ReCall SystemField4 BSTR A system defined field to be stored in the database this value is not used by ReCall SystemField5 BSTR A system defined field to be stored in the database this value is not used by ReCall SystemField6 BSTR A system defined field to be stored in the database this value is not used by ReCall CustomField1 BSTR A custom database field to be stored in the database this value is not used by ReCall An administrator may update this field via ReCall Admin CustomField2 BSTR A custom database field to be stored in the database this value is not used by ReCall An administrator may update this field via ReCall Admin CustomField3 BSTR A custom database field to be stored in the database this value is not used by ReCall An administrator may update this field
36. tination Folder Otherwise click on the No License button to continue this screen will not appear gt If you dont have a license file click No Te License gt This will generate an email to KomBea Corp requesting a license file but allow you to install a one user license now KomBea ReGall Installer gt The license file will arrive via email within one 1 business day Copy this file into the Destination Folder and then reboot the ReCall Server PC 7 When the Installing screen ioixi appears wait for this to change Q ReCal rm es Setup was completed successfully to Installation Complete and then click Next gt Completed FRE i Execute C KomBealKomBea Server exe install gt lf yo U rece Ive an e rror Create folder C Documents and Settings All Users Start MenulPrograms KomBea Create shortcut C Documents and Settings All Users Start MenulProgramsiKomBea a n d Ki om B ea R e Cal Starting the ReCall Server service The ReCall Server service was successfully started Installer abo rts I re boot Skipped KomBea ComputerID Generator exe Create shortcut C Documents and Settings 4ll Users Start MenulProgramsiKomBea yo u r PC and g O to Ste p ExecShell open C KomBea Client Instructions txt Create folder C Documents and Settings All Users Start MenulPrograms KomBea 2 If yo u receive the Create shortcut C Documents and Settings All Users Start Menu Programs K
37. unning resource intensive applications it may be necessary to increase the memory or upgrade to a faster PC 2 Check that the recording settings are set to levels that reduce the impact on PC performance see Recording Settings 3 Check that the Display Properties are at the recommended settings o Goto Start Settings Control Panel Display o Move Screen resolution to 1024x768 or less o Change Color quality to Medium 16 bit o Change Hardware acceleration to None click Advanced and go to the Troubleshoot tab o Click OK twice 4 lf none of the above items fix the problem contact Customer Service Contacting Customer Service We are committed to your success in implementing and maintaining KomBea ReCall When you contact us your support issue is routed to the best qualified person to address your needs Tier 1 These are general how to inquiries regarding installation and use of the software and hardware If we have encountered your question before it is likely handled at the Tier 1 level within a couple of hours Tier 2 These are questions that require research and testing often involving the software engineers that designed KomBea ReCall If your issue is escalated to our Tier 2 team we will keep you updated on the progress while we work to provide a solution as quickly as possible Customer Service is available Monday Friday 8 00am 5 00pm U S Mountain T
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