Crystal Gear User Manual V2
Contents
1. Get Your Recorder Setting Up Your Recorder Record Your Connected Communications i J t Searching Playback Manage Your Recordings Appendix Install Crystal Gears Hardware Connection Get Your Recorder Connected Crystal Gears CG as short is able to act as a standalone recorder or end point of distributed recording system by interconnecting to Crystal Live for both traditional circuit switch TDM and latest packet switch VoIP telephony environment Follow the guideline below step by step to get your CG recorder connected In digital phone recording scenario or any other VoIP excluded in CG Support Matrix please connect the CG TDM Box to your handset firstly regarding the details for CG TDM Box Please refer to use manual CG TDM Box inside the product package Refer to the following figure HANDSET TPE awe CIE USE IH OUT PHONE LINE 1 Plug one side of RJ 09 Jack to Out terminal of CG TDM Box 2 Plug another side of RJ 09 Jack to the Phone Handset socket 3 Plug the RJ 09 Jack of telephone Handset to IN terminal of CG TDM Box 4 Plug one side of USB Jack to USB Jack of CG TDM Box 5 Plug another side of USB Jack to USB Jack of PC 6 Adjust A B switch till the light turns red in order to gain power from Handset Adjust 1 2 switch in order to set Microphone polarity In Analog phone recording scenario please refer to the figure below 1 Plug one side of RJ 11 Jack to Line2. 20090630 103820 51907878 2009063010382051907878 wav 38
3. Phone Analysis acts as your personal assistant to get IP Phone IP address MAC address and Protocol by ignoring your acquaintance with your telephony environment Press the button LMOlf Phone Analysis the following window will appears D By i Realtek PCIe GBE Family Controller 192 16 Stop Analysis Stan Analysis Protocol IP Address MAC Address Confirm Make sure that you press the button Start Analysis before you start to make phone call Extension the extension will be recorded with CG your extension Number in another word Dialed Number the number will be dialed Network Interface Card the NIC will be used for network sniffer Protocol the VolP protocol leave it in Detect Automatically if you don t know it Port the port for VolP data traffic there is no needs to input here is you select Detect Automatically in Protocol field After filling in all the above information and click Start Analysis button you must pick up the extension and make a call dial the specified number The PA will show the found protocol IP address and MAC if the PA works The end user can choose either IP address or MAC and click Confirm button to fill into the phone address of the Option dialog sA Record Your Communication W Sede e Once you finish all parameters setting for your CG recorder the above shown Toolbar will appear If there is any Voice conversation h
4. digits only Show characters only digits 16 Recording files encryption CG s supported recording file encryption since V 1 17 Once you select Enable File Encryption the recordings can only be played by CG CM player Setting record length You can self define the time scale for your recording files Minimum record length you can define the Min voice recordings length to avoid any useless recording files like silence or unknown call events Maximum record length you can define the Max voice recordings length to avoid any unexpected long recording files or even system crush the unit is Second io O means this function is disabled Encoder Four kinds of audio digitizing format C Records Start Date Start Date Stoa x Time wav Start Date StartTime Caller ID ar ee Called ID Username Extension _ Start date 4 _ C Records iStart date Start time _ Device SN File Save Information User is able to define which path what kind of format normally predefined during system installation they want to save the recorded audio as You will preview what it would be when making the configuration Simply drag and drop the criteria left listed you will make the recording folder and naming in an order File Naming You can defined the naming policy for your recording files by yourself a plenty of call information like Caller Called ID Start Date etc can be shown in that name depending o
5. 00 2011 4 19 10 32 49 N 20110413173636admin admin 100 Cal Out 068409681 00 00 37 2011 4 13 17 36 36 2011 4 13 17 37 14 g 20110413170130admin admin 100 Cal In 68409681 00 01 31 2011 4 13 17 01 30 2011 4 13 17 03 09 Kp 20110413141700admin admin 100 Call in danny 00 09 18 2011 4 13 14 17 00 2011 4 13 14 26 50 d 20110412164806admin 00 00 05 2011 4 12 16 48 06 2011 4 12 16 48 12 20110412163329admin admin 00 00 01 2011 4 12 16 33 29 2011 4 12 16 33 32 20110412163226admin admin 100 Cal Out 2204 00 00 14 2011 4 12 16 32 26 2011 4 12 16 32 42 20110412162331admin admin 100 CalOut 2201 00 05 51 2011 4 12 16 23 31 2011 4 12 16 29 43 20110412162251admin _ admin 00 00 07 2011 4 12 16 22 51 2011 4 12 16 23 00 ni Double click anyone of those records or press the button gt after select anyone of them CG player will play all those records in actual sequence A complete telephony conversation will be retrieved 36 Innovative Folder Structure and File Naming Disordered or simple storing management generally results in bad system performance or even unexpected system crash if there are too much records have to be stored per day CG provides you the innovative folder structure and file naming function to make it s easy to maintain your system and ensure it s stability During the first running CG application you can define your own folder structure to lay out your way to store records as well as file naming strategy to make it easy to locate t
6. 419180153admin Start time 2011 4 19 18 01 53 CallerID Called ID 205 Reference 20110419180139admin Start time 2011 4 19 18 01 39 CallerID Called ID 205 a Send Mail You can email your recordings by pressing your default email application will be activated the recordings will be attached on the new email type the receiver and subject Save and Delete Your Records You can also save the recording you selected into wav or MP3 files and define the ki Save As folder by pressing only available for single record 30 E crystal ears record player ae ae Search name Type name Save search Time from 07 07 2012 00 00 to F Show other query condition O 3dF1 907 dbeF4S2de2c9d20beese im Documents and Settings Importance Remark Reference Recent _M50Cache T Program Files 3 OMDownload E Records Desktop Batch export Export to excel a Send mail jig Delete Played 20120707183352 4 40120707163204 a 40120707165153 d 20120707193101 4 201207071328526 4 My Documents 20120707132810 4 201207071352616 4 fO120707162417 4 hy Computer 20120706172139 4 i File name a 7183439 hiy Network Saveastpe All files y Encoder Microsoft GSM hal Stopped Q 00 00 00 57 and delete the selected recordings must be authorized the user privilege in CG s
7. 59 admin 100 Call Out 068409681 00 00 35 2011 3 16 17 31 59 2011 3 16 17 32 36 Kp 20110316172835 admin 100 Call Out 018621978997 00 02 17 2011 3 16 17 28 35 2011 3 16 17 31 02 gt 20110316153714 admin 100 Call In Anikin 00 00 26 2011 3 16 15 37 14 2011 3 16 15 37 42 ud 20110316153333 admin 100 Call Out 018621978997 00 01 00 2011 3 16 15 33 33 2011 3 16 15 34 36 Double click anyone of those records or press the button gt after select anyone of them CG player will play all those records in actual sequence A complete telephony conversation will be retrieved Manage Your Records Batch Export Records 6 crystal Gears record player Search name Type name Save search Custom search tricy Re Cc Show from 07 07 2012 0000 gt to 07 07 2012 23595 O ie eee Ly eT w Show other query condition Batch export Export to excel a Send mail Jg Delete bel Save as Annotate t Do you want to save those selected records Reference 20120707183439 Start time 2012 7 7 18 34 39 Caller IDO Called ID 301 Reference 20120707183352 Start time 2012 7 7 18 33 52 Caller ID Called ID 306 Reference 20120707183204 Start time 2012 7 7 18 52 04 Caller ID tricy Called ID Reference 20120707183153 Start time 2012 7 7 18 31 53 Caller IL tricy Called ID 20120707182810 Reference 20120707183101 Start time 2012 7 7 18 51 01 Caller ID tricy Called ID 20120707152616 201 20707182417 20120706172139 Tot
8. Crystal Gear User Manual v2 Table of Contents EVE a i EAEI ET I IET N E N EAEN NOA IAE TA 1 Metall erystal Gears onii a 2 Hardware CONMECEION accucsicivcasradccatenretudazaccscxtsuscavanieg caabawarauuasocn A ceabanaLenuerss 2 Get Your Recorder CONNEClIE Gra j2ccceyccicetend once veuneidnvadtes Muamuasidadetsvebpaianictadtes dances 2 How to configure CG VoIP Box for Mirroring purpose ceccccessccceeseeeceeeceeeeeees 5 SYSTEM RECUIRGIIGINE ease a ven bes E e 5 SoftWare IMS EANATION sch scouts acvasdabinxdusaneesadandbendectesquacdusinadenaptenadanhiendentaugracdusdecdapaiwoaians 6 Install Crystal Gears Application ccncesccagsiaedatcwcaslezictssunsscndsuecagaiapiasaseaslededassunacenauetigas 6 Prepare yourenvironme Nt araa a ea 6 Metal Gl Gipsy o ai E aa 6 License FACTIVA LION siececeest i eugscctash RAE AAE 10 Setting UP YOUR Recorde nenike nA a aurea 12 About Crystal Gears Floating Bal vcsnsscvuncodsnanedsvecsasdunesin doers coteenreisennounemeen 12 Setting up System ParameterS ssssesseseessssessessessessrssessesseseoseosessrssesseseeseeseess 14 CG RUMMING PrO E aeia E TE T re 19 VOIP PRONG AT IVS S orisa E ATE E O T 21 Record Your CommunNICatON sseni tee euivketeautaeeaeiatouanes 23 Searchine amp Pray Ba Kea 24 Find Recorded Audio Screen CMDS anreisen aaria na E OAE 24 Define your own search criteria sessssessseeessresssrrsserreserrssresssrreseereseersseresee
9. NET Framework 4 Setup Installation Progress Please wait while the NET Framework is being installed File security verification Extracting files x PEELE EEE EEE EEE E EEE EEE E EEE EEE ELLE LEE LL All files were verified successfully Preparing D aQelbatcc4172dcaeS netfx_Core mzz Installation progress 7 Installing WET Framework 4 Client Profile 8 Setup will now continue to install the Crystal Gears software into your computer Crystal Gears Setup Installing Please wait while Crystal Gears is being installed Show details Crystal Innovation Solution Install lt Back Cancel 9 After installing the Crystal Gears software setup will install the Visual C 2010 and the Visual C 2008 into your computer as follow Ee Microsoft Visual Cee 7010 x86 Redistributable Setup Installation Progress Please wak while the Microsoft Visual C 2010 x86 Redistributable is being rataled Extracting Files Extracting File A we_ted cab To Drectoey d e2b0c86041 180000577995 Microsoft Visual C 2006 Redistributable x86 9 0 2102 __lal Please wait while Windows configures Microsoft Visual C 2008 pe Redistributable x86 9 0 21022 Cancel 10 Setup has been finish please click Finish Crystal Gears Setup Completing the Crystal Gears Setup Crystal Gears has been installed on your computer Click Finish to close Setup Run Crystal Gears mT Hill HMI lt Ba
10. al 16 Selected 5 Change page 9 9 Page Lf io Stopped 00 00 00 57 28 CG enables you to export multiple records one off time select all of those records you want to export and press Batch Export button or click right button on mouse define the location in the new opened dialog box and proceed Please be aware of that all the relevant call informations including CLID time date call direction call duration etc will be saved also and you can play those recordings with windows media player as well as CG CM player however all call information can only be shown in CG CM player Export to Excel You can also export the single or multiple recordings you select into Excel by pressing P Export to Excel the following window will appear Confirm Message Do you want to export those selected records to excel file Reference 20120707183352 Start time 2012 7 7 16 33 52 Caller ID Called ID 306 Reference 20120707183204 Start time 2012 7 7 18352904 Caller ID tricy Called IL Reference 20120707183153 Start time 2012 7 7 18 51 55 Caller ID tricy Called ID Reference 20120707183101 Start time 2012 7 7 18 51 01 Caller ID tricy Called ID Press Yes to proceed 29 Email Your Records Confirm Message a Do you want to send the selected records by Email era Reference 20110509125618 Start time 2011 5 9 12 56 1 Reference 20110419181330admin 13 30 Called ID 205 Reference 20110
11. as been detected CG will start to record the conversation automatically when you defined the Recording Start Type as Automatically controlled by D Channel in Crystal Gears Configuration Window or Record Manually CG Toolbar is the main interface to enable you access all CG functions and control You can 1 Manually control recording 2 Access all CG functionalities and configurations 3 Retrieval the telephone conversation from the beginning during the call 4 Have a glance at all relevant call information and system running status in real time 23 Searching amp Playback E crystal Gears record player ae ee Search name Type name Save search Custom search tricy K Show Time a from 07 07 2012 00 00 to 07 07 2012 23595 a r L Search E shaw e Ww E4 Batch export Export to excel a Sendmail S Delete la Save as 4 Annotate Played Importance Remark Reference Username Extension Direction Called ID Caller ID Duration Start time Stop time Notes 20120707184302 admin 307 all Gut 306 00 00 57 2012 7 7 194302 2012 7 7 18 44 45 201207071853439 admin 307 CallQuk 301 00 00 37 2012 7 7 15 3439 2012 7 7 18 36 36 20120707183352 admin 307 CallQuk 306 00 00 44 2012 7 7 15 33 52 2012 7 7 18 34 57 20120707183204 admin 307 Call In bricy 00 00 05 2012 7 7 18 32 04 2012 7 7 18 32 10 20120707183101 admin 307 Call In tricy 00 00 44 2012 7 7 18 31 01 2012 7 7 18 31 48 tricy 20120707182826 admi
12. call information Handset for all types of phone set including digital analog and VolP triggered by energy detection without CLID Analog Analog recording controlled by on off hook detection all of call information Network Adapter the NIC card used for VoIP packet sniffer VoIP Information This part is dedicated to VoIP recording scenario VolP Protocol You can select the VoIP protocol like SIP Skinny MGCP etc or leave it for automatically detected by CG application Port Port dedicated to VoIP packets transmission normally leave it in default User Information This part is dedicated to the phone setting for VoIP recording Extension Extension Number of the phone you want to record Phone Address IP address of IP phone if you have no idea about your Phone IP address or MAC address the CG toolkit VoIP Phone Analysis helps you get it automatically or you can even leave it blank for automatically detection by CG only available for SIP and Cisco Skinny Recording Start Type You can select that voice recording will be triggered by VoIP call information automatically or manually 15 Save Directory The folder that you want to save the recorded audios or video clips Advanced Settings Multiline Mode You can select Recorded into one file Save all those call segments into one recording file Or Recorded into several files Cut those calls into individual recording files if you
13. cation 192 165 5 3 Cancel publisher ou should only run software from publishers you trust x This fle does not have a valid digital signature that venties its How can decide what software to run 4 Press Run and then you will see the following window Installer Language 0 Please select a language English 5 Choose your preferred installation language and press Ok 6 Now you will see the following software installation windows Click Next Crystal Gears Setup gt Lceme Agreement Welcome to the Crystal Gears Setup i Feasa review the icense terms before natalni Crystal Goss Setup wi guide you through the ratalation of Crystal rolewart system fies wethout having to reboot your computer Cik Next to continue ayers that aspects of the icensad materias nding the specie design and 3 IF you accept the terms of the agreement cick Agree to continue You must accept the peement to natal Crystal Gears 3 Click Install Lrystal Gears Setup Choose Install Location Choose the Folder in which to install Crystal Gears Goms in the following folder To install in a diferent fokler cick folder Click Next to continue create Rat Mera tortor create Quick Launch hotat create dertouts for al users E Sat Crystal Gears when login to Windows 7 Before installing the Crystal Gears software setup will install the Net Framework 4 into your computer as follow E Microsoft
14. ck Finish Cancel License Activation If it s the first time that you run CG application on a certain laptop or desktop you need to activate CG via internet or email in case that there is no internet access A CG Activate Please type Serial Number fou can find it on the cover of CG disk Activate via Internet Activate via email Network Contig in case there is a proxy server involved The window above will be popped up automatically please type into the Serial Number find the sticker on the CG disk cover and press the Activate via Internet button If everything goes smoothly you will see CG Activate 1 Congratulations your Crystal Gears has been activated now i Press OK will open Crystal Gears For you the following dialog box will appear type into the user name and password 10 d Crystal Gears Login admin English EN F Auto Login Standalone Online 2010 2012 Crystal Innovation Solution Led All rights reserved If your CG runs as standalone recorder please type default user name User name admin Password admin You can select Remember Me if you want to save your user name and password in CG system Once you select Auto Login CG will automatically start every time windows is started Regarding CG login as Online mode please refer to Crystal Live User Guide After log on your CG system the following windows will pop up 11 gt Crystal Gears conf
15. e quality If you are using Analog phone set please choose Analog mode all call information will be automatically captured and the configuration is remained the same as VoIP environment 18 Voice Prompt This setting is only available for Analog Mode Volume sometimes the recording sounds a little bit lower you can adjust the volume you want Voice prompt for incoming call choose the option and upload the pre recorded voice once an incoming call connected it will automatically remind that call is recorded Voice prompt for outgoing call choose the option and upload the pre recorded voice once an outgoing call is connected click the speak button of the Popup Box on the bottom right corner first and then it will still remind that call is recorded CG Running Profile 19 To be more flexible and appropriate to different purposes in different market segments CG enables you self define the System Running Profile by click User gt Profile on CG Toolbar Auto Login every time you login CG system the configuration windows will be popped up which is more convenient for the user who keeps changing the running environment Start CG when login to Windows once you login to Windows CG will be started automatically Always show popup when recording status changed there would be a small popup window shows you the current running status CG recorder Always show annotate window after r
16. earching criteria or Searching criteria combination are provided to help you execute your own query flexibly You can even save your frequently used searching criteria combination for quick search A plenty of searching criteria can be specified for Instant Search Reference A unique Reference Number will be generated for each record searching basing on the Reference Number will be extremely quick if you can remember it oO You can define the format for Reference Number during setting up naming policy of recording files it will be much easier to be understood and remembered User Name User Name specified for log on CG system Extension Extension Number Caller ID Called ID Time from when to when Duration the duration of telephony conversation Direction Call direction Remark the remarks added on recordings Played find the records which are played or not Importance depending on the importance you add to the records including Urgent Normal and No importance Notes Notes added to recordings 295 Define your own search criteria CG supports up to five searching conditions combination add searching condition by press on Direction Callin a lO 4 Search K Show all And remove any searching condition by pressing on on Play tag Unplayed A For all of frequently used searching criteria combination you can save them by press Save Condition for repeat searching in the future Go
17. ecording started which is extremely useful for outsourcing contact center environment Hide on Startup You can configure your CG recording application running as hidden background application 20 0 Notice Once you choose Auto Hide Mode the following situations might be experienced 1 All unexpected system errors would not be shown anymore please check your CG player frequently 2 No more multiple users permission for single CG client is available 3 You need to disable Auto Hide mode firstly in order to reconfigure CG since no prompt will be shown any more 4 Youcan only re login CG as administrator 5 If CGis running in online mode any failures on server side might be resulted in Access Denied Non recording and Invalid User Switch till server is recovered You need to be very careful if you are going to run CG in Auto Hide mode Change User Once administrator sets CG to run in Auto Hide mode any users except for Administrator would not be able to see any windows or prompts from CG anymore unless re login CG as administrator With default Shortcut Ctrl Alt Shift X you can switch to different user to re login CG application The Shortcut can be user defined VoIP Phone Analysis It s a matter of fact that CG is able to self detect IP address port No etc in both SIP and Cisco Skinny environment however those parameters still need to be type into manually for H 323 environment like Avaya Siemens etc CG PA VoIP
18. ent e 64MB of RAM 128MB on Windows XP or above e 1 GB available disk space e 10M 100M base T Nic card X1 e Windows XP SP3 or later e Internet Explorer 5 01 or above e SilverLight 4 0 or above Recommended system requirement e 500 MHz Intel Pentium Ill processor or greater Supports simultaneous record playback features e 128MB of RAM e 10GB available disk space for writing Records and Database e 100M base T Nic card X2 e Windows XP SP4 e Internet Explorer 6 0 or above e NET Framework 4 0 or above e WinPcap 4 0 or above Software Installation Install Crystal Gears Application Prepare your environment 1 Crystal Gears can be install only on Microsoft windows OS i Windows XP must be updated to SP3 ii Windows 7 32 64 bits all versions 2 User must have Local Administrator permissions prior to the installation Install CG Software Starting Crystal Gears installation can be done in 2 ways 1 Enter your Crystal Gears CD into your computer and double click on the Crystal Gears V2 exe setup file 2 Download the latest Crystal Gears software version from our website and double click the Crystal Gears V2 exe setup file 3 After running the setup file you will see the following window Open File Security Warning The publisher could not be verted Are you sure you want to run this software Mame Publisher Type From Crystal Gears Full version v2 e 6 Unknown Publisher Appli
19. er Delet Management by pressing moos Confirm Message Do you want to delete those selected records Reference 20120707183439 Start time 2012 7 7 16 34 39 Caller IDO Called ID 301 Reference 20120707183352 Start time 2012 7 7 18 33 52 Caller IO Called ID 306 i Annotation You can annotate a record at any time even during the recording by pressing _ Annotate the following window appears gt Annotate Reference 20111101171700 Reference 20111101171700 Gis 107 Annotates amp Existing notes Remove 2011 11 1 17 17 11 admin test amp Annotate Type the notes into the Annotate field and press the button en rest the Notes will be added into database immediately You can also remove the Notes from PRR directly by pressing 237 Appendix What is CG VoIP Box In passive mode VoIP recording scenario a network tapping device which is dedicated to Mirror the network IP traffic like Hub Switch etc is prerequisite Considering the feature tapping on client side provided by Crystal Gears a Hub would be necessary unless that s VoIP soft phone environment or SPAN to PC like Cisco is empowered A common connection point for devices in a network Hubs are commonly used to connect segments of a LAN A hub contains multiple ports When a packet arrives at one port it is copied to the other ports so that all segments of the LAN can see all packets A passive hub serve
20. erior In that case or any others agents have to hold customers calls for a couple of seconds and make a call to their superiors or even conference them into the customers calls The traditional call recording solution will cut this conversation into multiple recordings which is hard to be bundled together for a complete conversation retrieval CG provides you Scenario Reconstruction technology to enable you to retrieve the multi calls from the beginning to the end No matter how many times the call has been held or transferred CG marks all of those calls with the same color see below Played Importance Remark Reference Username Extension Direction Called 10 Caller ID Duration Start time 2011041918170Sadmin i 20544952122 00 01 39 2011 4 19 18 17 05 2011 4 19 18 18 49 20110419181330admin admin 100 Cal Out 20544952122 00 00 03 2011 4 19 18 13 30 2011 4 19 18 13 35 N 20110419180153admin admin 100 Cal Out 20544952122 00 00 03 2011 4 19 18 01 53 2011 4 19 a ran 20110419180139admin admin 100 Cal Out 20544952122 00 00 03 2011 4 19 18 01 39 2011 4 19 18 01 43 Kp 20110419121739admin admin 100 Call In 001951201 00 24 47 2011 4f19 12 17 39 2011 4 19 12 43 52 N 20110419103440admin admin 100 Caf Out 015821645002 00 00 37 2011 4 19 10 34 40 2011 4 19 10 35 19 nay 20110419103258admin admin 100 Cai Out 068409681 00 01 24 2011 4 19 10 32 58 2011 4 19 10 34 27 ran 20110419103200admin admin 100 Cal Out 033840565 00 00 45 2011 4 19 10 32
21. he records C Records Start Date Start Date Sta Time wav S mAic a epe se Start Date StartTime Caller ID Called ID Username Extension Start date Start time Device SN 4 JCARecords i Start date Or You can press a gt Configuration to open it Simply drag and drop the items listed in All Formats window into Folder Structure window you will see the contents in File Naming dialog box is changed consequently OK Let s illustrate how to do it in an example below You would like save the recordings in the format as StartDate StartTime wav Just drag StartDate from the Format window at right side to Folder Structure window and drop it then do the same thing on StartTime a meanwhile you want the recording files to be saved into root directory c Records StartDate StartTime CallerID just drag CallerID from the Format window and drop into Folder Structure window Now you have a voice recording captured at 09 28 36 2009 06 30 called from 33393833 the recording file will be saved into C records 20090630 092836 33393833 20090630092836 wav Later you want to name your recordings as StartDateStartTimeCallerlD Simply Select CallerID listed in Format window rE OORTE ISE StartDate StartTime ej Caller ID and press B to add it into File Naming dialog box There is another record made at 10 38 20 2009 06 30 called from 51907878 the recording file will be saved into C records
22. iguration 4 Basic Apply Please go to System Parameters Setting to understand how to setup your CG recorder Setting Up Your Recorder About Crystal Gears Floating Bar Crystal Gears Tool bar provides you a quick access to all the CG functionalities please refer to the following description for each button 12 Player The core interface enables you quickly search and play continuously play or play one by one both recorded audios and captured screen clips in addition you can export recordings into Microsoft Excel even email it as well as Save As delete the records User A module dedicated to access System Parameters Setting Up CG Running Profile and User Password Help Access CG Online Help Language Select the language of your CG system Status Window in CG Toolbar all information including phone status caller called ID Reference Number Call duration will be shown in this window Furthermore you can press the button Ge to pause recording during the telephone conversation start stop instant replay Immediately start stop to replay the telephone conversation from the beginning even it is not finished yet to add Notes during the voice conversation And Record manually to start recording manually during the telephone conversation 0 Only valid if you select Manually Start Mode in Recording Start Type Minimize to system tray Exit CG application oO please be cautious
23. n 307 Call Out 306 00 00 00 2012 7 7 1 20 26 2012 7 7 10 2027 20120707182810 admin 307 CallQuk 306 00 00 10 2012 7 7 15 26 10 2012 7 7 15 20 21 20120707182616 admin 307 CallQuk 307 00 00 02 2012 7 7 18 26 16 2012 7 7 15 26 29 20120707182417 admin 307 CallQuk 308 00 00 02 2012 7 7 Biz 17 20l2 7 7 18 24 20 nn _ B n a a Ee ee eee B a a Ez _ Total 16 Selected 1 Change page 5 5 Page 17 16 gt A Goto page nal 30 Records Page A 5 Paused Ca H dd counter time O0 20 00 57 Find Recorded Audio Screen Clips List of Search Criteria provided by CG dE crystal sears record player Search name Type Name E Save search Custom search tricy W ol Show Time E from 07 07 2012 00 00 to 07 07 2012 23595 O search Show all y Play tag Importance tag Send mail lete bal Save as Annotate Remark tag Reference Reference Usd save single record to local m Called ID Caller ID Duration Start time Username 20120707184302 admin 307 Call Ouk 306 00 00 57 2Ol2 7 7 16 43 02 Extension 20120707183439 admin 307 Call Cut 301 00 00 37 2012 7 7 16 34 39 Direction F 20120707183352 admin 307 Call Ouk 306 00 00 44 2012 7 7 16 33 52 E K E E 20120707183204 admin 307 Call In bricy 00 00 05 2012 7 7 16 32 04 24 CG provides you a number of searching criteria to enable you to find records extremely convenient Flexible ways like single s
24. n your settings Normally it can be predefined during system installation Moreover you can also define your folder structure here see Innovative Folder Structure and File Naming Folder Structure see Innovative Folder Structure and File Naming a ie Archive Directory CG duplicates recording files in both Save Directory and Archive Directory define your destination for recording files archiving If it s digital phones or any other VoIP phone set has not been supported by CG yet you can choose Handset mode to capture voice conversation without CLID Please find the configuration which is dedicated to CG Handset recording part as shown by windows below Record Type Since Handset Recording Solution can only be triggered by volume energy detection you can select Automatically controlled by volume or Manually gt Different communication environment might be resulted in unexpected errors for starting terminating recording CG provides a dedicated interface to enables a qualified CG engineer to solve that problem in CG Advanced Configuration Window Normally keep them in default will not impair the normal running for CG if it is really necessary to configure them and you are not quite sure about the meaning of those parameters please contact your local distributor for assistance Inthis approach you might be experienced the unbalance volume between two parties which is normal and will not impair the voic
25. ne only if the button on bottom 26 turns into Se Or replay the records circularly only if the button on bottom turns into C2 During playing multiple records you will see the status buttons listed in front of those records j Played Importance Remark Reference Username Extension Direction Called ID Caller ID Duration Start time Stop tir ee the button shows you which record was played currently You can play the next former record by press Qu and Qnr only available during playing multiple records Or you can pause anytime when you press Com You can mute unmute during playing record by press Qua Counter time amp Clock time As shown in the above mentioned figure Counter Time means the current time on your computer as well as time length of this record D Cs git Colles iL Clock time As shown in the above mentioned figure Clock Time shows you the actual time when this record was recorded 27 Play Multiline Recordings Once the call has been held transferred conferenced CG enables you reconstruct scenario see About Scenario Reconstruction If you find that multiple recordings are in the same color it means those records are belong to one telephony conversation at one tapping point Played Importance Remark Reference Username Extension Direction CalledID Caller ID Duration Start time Stop time Kp 201103161731
26. often handle different matters during one telephony conversation or you need to differentiate whom those calls belong to You can still play all those related recordings simultaneously Call on hold it is specialized for call hold transfer conference call scenarios To enables you to retrieve a complete telephony conversation no matter how many times this call has been held transferred or conferenced into CG application provides you an innovated technology Scenario Reconstruction CG enables you to reconstruct the scenario You can select Stop recording when pause to deduct recording of music on hold or silence once you hold the call Or Generate Silence when hold to generate a part of silence in recording file once you hold the call Digits Priority in Caller Called ID CG is applicable for all kinds of VoIP telephony environment worldwide Sometimes not only digits will be shown in your VoIP telephony screen for Caller Called ID Different code with different language might be results in clobbers in Caller Called ID It can be avoided by select On Off in this option Please check the table below regarding the meaning of On Off Digits Priority in There are both characters There is digits only There is characters Caller Called ID and digits shown in shown in Caller Called only shown in Caller Caller ID ID Caller Called ID On Show digits only Show digits only Show characters only isle Show both characters and Show
27. ology describes a system to safely pass electrical power along with data on Ethernet cabling Some of vendors mark their products as HUBs but in fact these devices are Switches Before you purchase a HUB please check your HUB model to see if it is a real HUB or not In general if you find something with full duplex in the device description this is in fact a switch and not a hub This is often the case with 100Mbit Ethernet devices If you have a 10MBit HUB and it s stated to be a HUB it will be a HUB Only devices that are real HUBs are convenient for recording VolP calls 34 What is Port Mirroring Port mirroring also known as a roving analysis port is a method of monitoring network traffic that forwards a copy of each incoming and outgoing packet from one port of a network switch to another port where the packet can be studied A network administrator uses port mirroring as a diagnostic tool or debugging feature especially when fending off an attack It enables the administrator to keep close track of switch performance and alter it if necessary Port mirroring can be managed locally or remotely 35 About Scenario Reconstruction In Contact Center Agents make and receive tons calls every day to handle customers requests regarding complain consulting operation processing etc Even the well trained one will probably encounter some intractable issues which critically needs assistance from their sup
28. ox would be required for that purpose Please contact your local vendor if you have any difficulties to find it Fortunately some IP phones have the capability to monitor its own IP traffic like Cisco 7970 7941 Yealink SIP Phone etc called SPAN to PC which means there is no need to connect an extra device for packet mirroring purpose Refer to the figure below to get your CG and VoIP phone connected VoIP Provider VoIP Recording Scenario 1 No Hardware for SPAN to PC enabled hard phone or soft phone full recording information included Span to PC mila SPAN to PC Recording of PoE Non PoE IP Phone CG VoIP Box Connection Diagram PoE Non PoE Switch CG VoIP Box 1 Connect network cable between port number 5 of CG VoIP Box to the PoE Non PoE Switch 2 Connect network cable between port number 1 of CG VolP Box to the IP Phone 3 Connect network cable between port number 2 3 or 4 of CG VoIP Box to the PC NIC Card How to configure CG VoIP Box for Mirroring purpose Before reading this topic you may check also following questions What is a CG VoIP Box What is Port Mirroring There is no configuration available on hub just make sure that the network cable is properly connected System Requirements CG is a unique product which can run as standalone recorder or Multi site distributed logging and monitoring system Minimum Requirement e 350MHz Intel Pentium II processor or equival
29. reses 26 Play RECOLCIN GS ic saree as ssanaydeardssnecusresidanaisounsuneswedecddoausaaenaistenorscanaieeteasuauedess 26 Counter time Se Cock UC escaun anaa 27 Play M ktiline Recording S orire rain a E A O a 28 Manage VOU RECOS vatcca setts acsdle tuaatet adaa a eaa N 28 Bate MEXHO T RECON Susaren beled denen a n a a al 28 Export CO EXCO rainn a E OE OE cuabtondnateapationte 29 EmMa OUR RECON S ueue a sonnel a senate ches a E is 30 Save and Delete YOU RECOIOS sieniccessvertatncituteaedeiietwotiesoenedanaws 30 PAO CA LION e euhinroaen a pine a a a 32 APPENA araudi cpaeacataueuaaceshcaseiegaieue Mxkseueatanamaeneaaeet nee 33 What is CG YVOIR BOK cane ene er anne eee te eee i T n OET 33 Whatis POLEMI OME araeinesn e ETA T AE AET 35 About Scenario Recon traconi E E TA 36 Innovative Folder Structure and File Naming ccccssecccssececseceeeeeceeeeeceesenees 37 Welcome to crystal Gears V2 It is our great honor to present you the new epoch making communication logging and monitoring products Crystal Gear a highly scalable portable and centralised governable recorder Combined with its support for Voice over IP VoIP comprehensive TDM telephony environment and Screen Activities Capturing capability Crystal Gears V 2 00 sets new standards in logging amp monitoring mobility scalability and flexibility Now getting started to learn how to manage your Crystal Gear Quick Guide
30. s simply as a conduit for the data enabling it to go from one device or segment to another So called intelligent hubs include additional features that enable an administrator to monitor the traffic passing through the hub and to configure A network hub is a dumb multi port repeater When HUB receives a packet on one port it sends out a copy of that packet to all other ports In contrast a network switch is capable of inspecting data packets as they are received determining the source and destination device of every packet A network switch forwards packets between the specified sender and receiver ports only Traditionally Power source would be definitely prerequisite for a hub in order to make sure that there is no attenuation for the copied data Unfortunately this will not applicable for the VoIP communication environment nowadays because lt a too many power supplies results in the mass in your companies infrastructure recording will be stopped due to any accident power loss on Hub there is no way to use traditional Hub in PoE environment CG VoIP Box is a unique network tapping device provided by CIS Ltd by connecting your desktop laptop USB interface it required a dedicated power supply no more The 5V power comes with the common USB interface is enough to make it running smoothly and specialized for PoE environment you don t even need USB connection any more About PoE Power over Ethernet or PoE techn
31. terminal of CG TDM Box 2 Plug another side of RJ 11 Jack to PSTN C O Line Jack 3 Plug one side of RJ 11 Jack to PHONE terminal of CG TDM Box and Plug the other side to the analog phone 4 Plug one side of USB Jack to USB Jack of CG TDM Box 5 Plug another side of USB Jack to USB Jack of PC e Capturing telephony conversation by connecting handset with adapter would be widely fit to all type of telephony environment even for VoIP However Call information like Caller ID is unable to be captured in this approach e There are some configurations including Recording Trigger Terminate and volume value and Idle Time out etc can be adjusted in order to adapt to different kinds of telephony environment which are able to be handled by qualified CIS engineers only This part has been included in CG Advance Configuration Window to avoid any confuse for end user Normally keep them in default will not impair the normal running for CG if it is really necessary to configure them and you are not quite sure about the meaning of those parameters please contact your local distributor for assistance In analog phone recording scenario Different from other Portable recorders CG is able to detect and decode the VoIP call control protocol packets By using the sniffing approach all call information including caller ID Call direction etc will be retrieved It is the fact that the mirrored traffic is prerequisite condition in that scenario a CG VoIP B
32. that recording will be terminated after existing CG application 13 Setting up System Parameters Apply All CG system running parameters can be configured in the windows above shown After installing CG application the Crystal Gear Configuration window will appear or you can select User gt Configuration to open it later Or you can even set it as always shown after login CG application See Profile Record Type CG supports tap recording for both VoIP and TDM environment choose which telephony environment you are going to run CG in VoIP setting system parameters for recording of IP Phone USB Phone or Soft Phone Handset Setting system parameters for recording of Digital phone PBX Extension recording from the Handset by using AD130 recording adapter 14 Analog Setting system parameters for recording of analog phone or analog line by using AD130 recording adapter oO For each Record type the system parameters are divided to 2 sections basic and advanced 0 At the bottom of each setting section you will find explanation on each setting 30 In the following chapters B Marked items dedicated to VoIP recording setting E Marked items dedicated to Handset recording setting Basic Setting Record Type CG supports tap recording for both VolP and TDM environment choose which telephony environment you are going to run CG in VoIP VolP recording controlled by D channel raw information all of
33. to bd a Show A Search History YY abm select your saved searching criteria press Show button you can quickly locate the records without define the searching criteria combination anymore Play Recordings Once the query is successfully executed records will be listed in the area shown below E Batch export Export to excel a Send mail J Delete la Save as 4 Annotate 20120707164302 admin Call Quk 306 0000 57 20l 7 7 154302 20l2 7 7 10 44 45 20120707163439 admin 307 Call Out 301 0000 37 20l 7 7 15 3439 2012 7 7 15 36 36 20120707163352 admin a07 Call Quk 306 000044 2012 7 F 103352 20l2 7 7 153437 20120707163204 admin a07 Call In bricy 00 00 05 2012 7 F 15 3204 20l2 7 7 15 32 10 20120707183153 admin all rey 00 00 08 2 20120707185101 307 Call In tricy 00 00 44 2012 7 7 18 31 01 2012 7 7 16 31 46 tricy 40120707 182626 307 Call Gut OO00 00 2012 F laig 9 20le 7 7 leone 20120707182810 i a07 Call Gut 00 00 10 2012 7 7 15 28 10 20l2 7 7 15iz0iz l 20120707182616 i 307 Call Gut OO0002 2012 7 F 15 2616 20l2 7 7 15 26 29 201 20707182417 a07 Call Qut 00000 2012 7 F laid 20l2 7 7 12420 Total 16 Selected 1 Change page 9 9 Page 1 10 Goto page S 30 Records f Page O0 20 00 57 Double click on record or select a record and press gt to replay the record you can also select multiple records by press Ctrl shift left button of mouse and press gt to replay the records one by o
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