active.Console User`s Guide Version 4
Contents
1. 37 To apply some all of the settings thus far to all channels or to selected channels right click in the box that contains your new settings and make the appropriate selection Work Hours Copy this value to all channels Ec Copy this value to selected channels Figure 54 Copy Value Use the buttons in the bottom right corner of the Flex Recording screen to set Recording Restrictions and or Recording Requirements Recording Restrictions Recording Requirements Figure 55 Recording Restrictions and Requirements Recording Restrictions allow you to define certain recordings you do NOT want saved Recording Restrictions Values entered here will be used to prevent recordings From being saved Ex IF a value af 5551212 is entered under Dialed Digits then anytime that number is dialed there will be no entry in the database and the recording will not be saved Note The wildcard character may be used at the beginning and or at the end of a value Display Information Caller Number Dialed Digits Figure 56 Recording Restrictions 38 To enter information that will prevent recordings from being saved click the new entry icon in the appropriate section Enter the data and click OK OR hit enter to input another item in the Display Information column Display Information Caller Number Dialed Digits Cancel Figure 57 Recording Restrictions Fields e Display is the party s name as displayed on2. Figure 20 All Users Channels To remove an item user channel group from this custom view select it from the list on the right and double click OR select the item and click the Remove Selected icon To remove multiple items use your CTRL and SHIFT keys as described above VIEW Ie AllUsers M All Channels Type Alaska North P Group Around Ehe M Bonham Sheer G Boulevard of D Cappa Grand Continental Di Down Under 4 Figure 21 Remove Users Channels 18 Use the bottom section of the custom view section to indicate your preferred View and Sort options for this custom view With all selections made click Save View Options User Last Name First Mame Channel Number Sort Options User Last Name m Users Before v Ch Channel Number ka zs Delete Cancel Figure 22 View Options To edit a custom view select View gt Custom gt Edit View from the Menu Bar Select the view from the drop down box at the top The existing items users channels groups for this group are shown on the right and the items available to add to the view appear on the left Edit View is only available to users with at least one of the following privileges System Configuration Console Icons active Monitor Repeat the steps listed above for adding items to and or removing items from this custom view When all selections are made click Save When asked whether to overwrite the existi
3. C Clear All Like Alert Codes on This Server C Clear All Like Alert Codes on All Servers Figure 96 Clear Alert To close the View Alerts window click on Close or click the X in the upper right corner of the window Alert Code Descriptions The primary storage location has become full The archive storage location has become full One of your disks has gone bad or your path 1s improperly specified The network connection to the Computer Telephony Integration Host has failed All video servers are busy No video server has connected Authorized users may view an alerts log in active Web The alerts log shows the type of alert received the server where the alert was generated and the type of alert To view the alerts log launch active Web and select Manage gt Logs From the drop down box select Server Alerts 65 Help Click Help on the Menu Bar to access the User s Manual Adobe Acrobat OR select Start gt Programs gt Davacord from your desktop to view the User s Manual When it opens click the or sign on your toolbar to re size the page 75 66 Primary Toolbar The Primary Toolbar contains icons that can be used as shortcuts for many of the functions on the Menu Bar such as logging in or out accessing other DigiVoice applications and changing your system configuration Depending on the privileges assigned by your system administrator your toolbar may be differen
4. Idle GL Logged Dut 4 Logged Du NG EN h im ah gl C3 ee Beckwith Sanc Carter Morris Hess Rita Jones Jenny Roth Jimmy Figure 104 Console Panel A View Users tab might show Beckwith Sandy Roth Jimmy indicating the first user shown is Sandy Beckwith and the last user shown is Jimmy Roth Figure 105 User View Panel Tabs In View Channels a tab might show x0251 x0257 meaning the channel labeled x0251 is the first channel shown on the panel and the channel labeled x0257 is the last channel shown on the panel Figure 106 Channel View Panel Tabs In a combined view custom the panel might show PJKinney 32 indicating the first user alphabetically is PJ Kinney and the last channel shown 1s channel 32 unassigned Figure 107 Combined View Panel Tabs Channels not assigned and not labeled appear numerically on the console panel A panel is capable of displaying up to 64 channels and or users After that a second tab appears representing the next panel of channels and or users Click on a subsequent tab to access that panel of channels and or users When viewing a Console Panel any View the icon color denotes the current status of each user and or channel and corresponds to a status message displayed above the icon The next two pages define the icon meanings 70 Icon Key Light Green 1 X Record Limit not enough licenses for another concurrent recording contact a D
5. If you select Work Hours add or remove the check mark next to each shift and indicate the start stop times to record the channel Place a checkmark in the boxes for days of the week to record and click OK Start Time Stop Time First Shift 05 00 AM 12 00 PM T Second Shift 01 00PM 05 00PM Third Shift p amp onpM fioo Days of Week bo Record l Sunday l Thursday l Monday l Friday l Tuesday l Saturday l Wednesday c Figure 47 Set Work Hours 34 While configuring Flex Recording a box at the bottom of the screen provides instructions for what to do based on the area you have selected 1 2 3 4 d work Hours Reset to Default Values Select whether you want channel 2 set to on off or use work hours Figure 48 Detailed Instructions As an indicator that work hours are set for a channel the Flex Recording screen displays Edit in the Work Hours column The word Sef means that work hours have not been configured for a channel des E dit Sel Edit Sel Figure 49 Edit Work Hours 35 To set a minimum recording length for a channel 0 60 seconds click the Min Rec Length seconds box and use the arrows to increase or decrease the call length OR double click to manually enter a number Hit enter to go to the minimum recording length for the next channel OR use the tab key to move to the next column maximum record length for this chann
6. PENIS I Fig x ac ur Rd RC do 0 A Ve beer eau hee sega vereesss 21 Figure 26 Tools 24 Figure 27 Launch aeuve Monitor iuuenes RE RCRREACRRORO CR EROR ERROR EAR 27 Fig m IHE AGUA MAPA PREX d a ee es 23 Figure 29 Alert Coniigurati n Lure a s doy REX bc oes bbe he OE dee Ug RC 23 Fome o Tope GLA AA RPG OR HC Ro en 24 Fieure 31 Storage Alert Settings Ls i aca jog dcr eed KAKA see AKA Reese eed RR Rn 24 Figure 32 Pager or E mail Failure Settings ioa dod AKALANG Kh 23 Pe ab Pd AAAH 25 PENE Tube NI used bose ches OR UR ede cO ed do dO dri 26 LOU PU SOIRS 222 9 4213227 1174 L AX EUR REOR IO OE Eo o PA Pe 9607 E mail MOHTIIGSIOHB ausa diac KAWA PAK ABAD KB ARE RR RER PA ta a SE RN agn kA AA AA 28 TIO AP KG AA AA AA 28 PEE PUTO Una W 24 S84 E detic ew dnas d actor aciem obama eed denos 29 Figure 40 System Configuration Tabs ccc eee 30 Figure 41 Apply Your Changes 2000 ccc eee ee ee eens 31 PA Copy 11S VO ka AG AG BKA WG R E RR LRE BAL WA E E 9 32 PET O GG oe ay KR 32 Pipute 44 PICK RECO aaa d AKA ded KKK EX Rob CER PAKA KAMA BEKI 33 Figure 45 Select Channel 2 nd 46 C Da Contro mR Recording pe TPEPE idio Video ni PE lom Audio and Screen n Captur UB uci ora een 56 MES mababa AA AA AA AA Figure 57 Recording Restrictions Fields KRA KER R KA eee eee a Fig ae 58 Recording C EAE Sree rere CFFE CERERI FIR RES 40 e 59 Start St
7. Admin Help gi Ka Aral Z 7 Last Name First Name Logged Out XL Loqged Qut X L Legged Out A bogged Out XL Logged Out 4 s Beckwith Sanc Carter Morris Hess Hita Jones Jenny Roth Jimmy Figure 110 Alerts Toolbar If your system administrator designated you to receive network alerts and an alert is triggered and Alerts are enabled on this machine you will hear an audible alert and or see a red white flashing alert when you log in to active Console The alert toolbar is located in the bottom left corner of the console panel To show hide the toolbar during an alert select View Toolbars Alerts 73 View Alert To view the details of an active alert click on the View Alerts button on the alerts toolbar or select Admin gt View Alerts 5 Storage Space 58 5 GB Data Service aa Drive Figure 111 View Alert Silence Alert To silence an audible alert with the alert toolbar displayed click the Silence Alert button on the Alerts Toolbar or select Admin 5 Silence Alert Figure 112 Silence Alert NOTE To change the way alerts are sounded refer to the Network Alerts section For more information on types of alerts refer to Alert Code Descriptions on page 65 Viewing the alerts toolbar silencing an alert and viewing active alerts are dimmed and unavailable unless there is an active alert 74 Compression Details for Telephony Voice Audio Recording DigiVoiceXE provides
8. Caller ID OR as displayed on a digital phone display screen e Number is the calling party s phone number For T1 E1 channels number is the calling party s number on PRI only e Dialed is the called party s number To delete items from the Recording Restrictions fields click the item to select it and press the red X in the appropriate section When finished completing the desired recording restrictions click OK to close this menu and return to System Configuration EXAMPLE A user can prevent any recordings that show 555 1212 as the calling party s phone number from being saved in the database by entering that number in the Caller Number field By also entering it in the Dialed Digits section as the called party s number no calls to or from that number will likely be recorded The Recording Requirements button brings up a similar menu except that 1f the data for any recording matches the information in the recording requirements section the recording will be saved When configuring recording restrictions and or requirements an asterisk may be used as the wildcard symbol at the beginning and or at the end of a value To delete items from the Recording Requirements fields click the item and press the red X in the appropriate section When finished completing the desired recording requirements click OK to close this menu and return to System Configuration 39 Recording Control This tab specifies conditions that must be pre
9. Failure Primary Drive Storage Masimum Reached Archive Drive Storage Maximum Reached Channel Record Failure Line Disconnect fellow T1 ET Alarm Hed T1 E1 Alarm CTI Connection Lost All Video Servers Busy Ma Video Servers Present Figure 30 Type of Alerts In the Storage Alert Settings use the slider bar to indicate what percentage of capacity your primary storage drive and backup drive should reach before triggering an alarm Storage Alert Settings M av Primary Drive Percentage Full Before Alert Mas Archive Drive Percentage Full Before Alert Figure 31 Storage Alert Settings 24 In the Pager or E mail Failures section use the slider bar to indicate the number of attempts of each type you want to occur if preceding ones fail to deliver the E mail or page and the number of minutes between each attempt Pager or E mail Failures Number of Attempts Minutes Between Attempts Figure 32 Pager or E mail Failure Settings For example if the Primary Storage Drive Maximum Reached 1s set to trigger an E mail and Pager alert when it reaches 99 of its total capacity then a total of four 4 pager and four 4 E mail alerts will be sent at 5 minute intervals to each alert recipient simultaneously unless the preceding E mail or page is successfully sent After the four pager and four E mail attempts no more notifications are sent but the alarm remains active if viewed through active Conso
10. Limit box to enable this feature The recommended default is 95 If not checked in a multiple box configuration recordings continue to be stored until the drive is completely full recordings continue to be stored on recording servers locally until room is made on the data server Once full new recordings will not be made In a single box configuration recordings continue until completely full at which time new recordings will not be made Use the slider bar or enter the percentage of storage capacity reached before the oldest days recordings are deleted Conditional Automatic Deletion fe Primary Storage Limit H a5 Z Full Age Limit D ays Database Entries Pi Instead of and or in addition to setting a storage limit use the Age Limit Days section to check the Database Entries Audio Files and or Video Files box es if you want to delete those types of entries when they are a certain number of days old Use the slider bar s to adjust the number of days or manually enter the amount s in the box Conditional Automatic Deletion fe Primary Storage Limit a5 Z Full Age Limit D aps Database Entries i Figure 83 Configure Age Limit 53 Some choices made 1n the Age Limit section automatically determine other choices in that section Likewise some choices regarding the number of age limit days before files are deleted also impact other choices in this section For example Placing a checkmark in Datab
11. Primary Toolbar row of icons that control the same functions as the Menu Bar Display Toolbar Console Panel shows channels users you have permission to monitor Status Bar displays the current system status The active Console application launches in an appropriate size for the accessible channels by user To resize it use the maximize button or use your mouse to drag the edges of the window Scroll bars in a small window allow you to pan up and down or side to side When logged in the first Primary Toolbar padlock icon is dimmed to indicate you are logged in m active Console gt ritah View by Users Last M ame First Name File View Tools Admin Help Beckwith Sant Carter Morris l Hess Hita Jones Jenny Roth Jimmy Storage Space 5 9 G6 Hours Remaining 1062 0 Hours No Archive Drive Figure 2 Console at Login 10 User Information User information in the upper left corner of your screen shows the name of the data server your are connected to the user name under which you are logged into active Console and the View with which you currently see the Console Panel The view at login will always be the last one used prior to logging out In the example shown the admin user is logged into the eng data server viewing channels on all servers When logged out the user information shows active Console 5 Logged Out active Consale eng data gt admin View Channels for All Servers Figu
12. Sort Options Note that in channel view options for user view are dimmed and unavailable 15 View by Servers When you select to view according to the channels on a particular server select the server you wish to view from the sub menu This option is typically limited to admin users only Custom View Select View gt Custom to designate a custom view with which to view the Console Panel or to edit a custom view Custom View 1s only available to users with at least one of the following privileges System Configuration Console Icons active Monitor Users and Channels w Worldwide Travel Edit View Figure 16 Select Custom View To configure a new custom view select View gt Custom gt Edit View from the Menu Bar Select Create New View from the Custom View drop down box Custom Yiew Edit Custom View Create New View Custom View Name Available View I AllUsers v All Channels Type Alaska North P Around the W Bonham Sheer Boulevard of D Cappa Grand Continental Di Down Under 4 Engineering Far amp Away va View Options User Last Name First Name Channel Number Sort Options User Last Marne m Users Before Iv Ch Channel Number w aa Delete Cancel Figure 17 Edit Custom View s 16 In the Custom View Name field enter the desired name for this view Custom view Create Mew View Custom View Name Human Resources
13. five compression level settings on the Recording Quality tab in System Administration Details for each settings are as follows None ePCM 8 000 kHz 16 Bit Mono 8000 16 bit samples per second PCM wav files 16 bit 8 KHz PCM eBest quality possible for telephony voice audio This is the format provided by the telephony cards 128000 bits per second 125 Kbps e The PCM 8 000 kHz 16 Bit Mono audio stream is fed to the Microsoft Audio Compression Manager that performs the compression directly into the format of one of our three other compression levels Low eIMA ADPCM 8 000 kHz 4 Bit Mono 32440 average bits per second 31 7 Kbps Approximately 4 1 Standard GSM 6 10 8 000 kHz Mono 13000 average bits per second 12 7 Kbps eApproximately 10 1 High DSP Group TrueSpeech TM 8 000 kHz 1 Bit Mono 8536 average bits per second 8 3 Kbps Approximately 15 1 75
14. A PAGBAGAL TANA AG Console Panel Figure 104 C cure Bi User Vi ew oh wag Options Fare 1 T View Figure 112 I Jisp May Todbar MINA PT PAPET G RRR ESANG 69 Figure 102 Moving the Toolbar Figure 103 Close Display Toolbar UTEM T s ar CNS Loos xerq LAE K K 9 eee o 0 o o o e o e e eC 9 9 ef 6 Patel Tabs ure 106 Channel View Panel Pan G igure 107 banag iaae View Panel Tabs PAGLABAG BEAN BAG OAK ANA AKA AA AA 70 eee Toolbar uus NEM sence yi P 69 Revision History Revision Date Description Reflects the date document was changed which may not coincide with software release date Before you begin You must have the latest Windows and Internet Explorer Service Packs installed on your system before continuing Recent Service Packs are located in the Microsoft folder on the DigiVoice CD We also recommend that you monitor the Microsoft web site for updates that are appropriate for your system Depending on your operating system the images shown in this document may be slightly different from what you see Log In To log in to active Console double click the active Console E icon on your desktop or select Start gt Programs gt Davacord gt active Console When the Login box appears enter the Username and Password your DigiVoice Administrator provided to you Both are case sensitive s
15. BY DAVACORD D DIGIVOICEXE active Console User s Guide Version 4 Revision A Table of Contents PC UU S aar vade oo TP og a E eo ose EITHER 6 PO NG VOU GO lcs A66 6544448565 KAM LAKARAN ES eR ERR KAR KN NAA TAPA a ia A CAPARAS EE E E ese 8 User Information Lua uas dus eves I ORC OR RSS Koo eee bese eee ees 11 iba AA PA EE L K 11 iu 11 LO eee ee eee ee ee eee ee eee eee ee ee eee eee GALA 11 o oa cc on APP AA 12 20 12 a eee ee eee ee ee ee er ee ee ees ee ee ee ee ee 13 NA EIER er en REOR re eee ee ere ee eee ee ee 14 eS a ee N R eee ee E ee ee ne cee ee 15 View by Servers 16 AG VO iaa doe Ae EE E 64444464404 CC ROC AUR 4G OES 16 v 21 joco MP APA 21 ik ee ee ee ee ee AA ee RES 22 NE T oon PAA CREER 22 0n 07 PPP 22 PRON sn os a S TOET IET ASEET TEE E E EE E TOET 23 AEn CODAI APA 23 SSE RSet PA eee 30 EIU apne eae oda bare bee AA AA 62 wien ee AA R ee d Rd 64 TIN a oops bax cee sobre ose heen oes ee ERs 04 eS eke ee see eeu 64 Alert Code Descriptions a pa iwa eaa dick 44405 446008 dda ERE RRS 65 PES AA AAO oe ea ees ee ee REIR UROR eee es 66 Par Miis c serors AG oo SS eo a eo ooo eee eres 67 Lace kl NENN hk PA PAA AA AA TES 69 RE HT 70 it KY La dard a ea ee ee ee ee er ee eee ee ree dedo PT 71 EBD 4 has 5 6 pa eae ee 84 ae AA PS 73 Li AA PA AAP UPO 74 s
16. Figure 18 Custom View Name A list on the left shows items users channels groups that can be included in this custom view A list on the right shows existing items in this view The icons in the center move items from one list to the other as follows Add All Add Selected 4 Remove Selected 4 Remove All To add an item user channel group to the view select it from the list on the left and double click OR select the item and click the Add Selected icon To add multiple items select the first one you want to add then hold down the CTRL key and select another If you want to select multiple items listed together select the first one by clicking on it Now hold down the SHIFT key and select the last in the series Only items users channels groups you are authorized to view will be displayed To unselect an item from the list to be added hold down the CTRL key and click on the one you want removed Morris Carter Rita Hess Sandy Beckwith Alaska North P Around the Ww Bonham Sheer Boulevard of D Figure 19 Add Items To add all items to the view click the Add All icon 17 To quickly add or remove all users and or all channels that you have access to for this custom view place a checkmark in one or both boxes in the upper right corner of the View section Note that when you add all users and or all channels they are not shown individually on the list _ Ie Alllisers ff All Channels Type
17. alphanumeric pagers the text message should be appended 29 System Configuration System Configuration opens by default to Flex Recording Tabs displayed depend on your privileges and your hardware Flex Recording Recording Control Recording Quality File Storage Data Server Actions Audio Recording Channel Channel Work Min Hec Use Max Ob Fult Label Control Hours Length Recording AG seconds Length C Random 1 On m 3 n 2 Dm Set 3 3 On Sek 3 Client Screen Capture 3 4 D Set C Off Full time C Random Recording Restrictions Recording Requirements Reset to Default Values cared ooh Figure 40 System Configuration Tabs Flex Recording settings determine if when to record activity Recording Control specifies conditions that must be present to trigger a recording Recording Quality settings adjust recording volume gain and compression levels File Storage determines the location on the data server where recorded files are stored Data Server Actions allow for a user defined storage capacity after which the oldest days recordings are deleted NOTE Parrot analog users will also see a Beep Tones tab 30 Alternately you can access System Configuration by clicking the last icon in the Toolbar During or after the configuration process click the following keys at the bottom of the System Configuration screen to perform the described procedure s eRefresh undoe
18. annel Start Stop Encrypt Method Hecordings Standard Loop FB q Standard Loop PB Voce Activation MOs d Tones D TMF Client Device BLT Host Device Once you select VOX for a channel additional boxes appear on the right where you must set Stop Delay and Threshold Note that the stop delay and threshold settings are dimmed and unavailable for the channels set to Standard Loop PBX as they do not apply Lead in Encrypt VUS only Recordings milliseconds Standard Loop PEs Standard Loop PEs Standard Loop PEs Figure 61 Stop Delay On VOX use the default Stop Delay 5 seconds and Threshold 52 Decibels settings or manually enter your own settings Using the default settings the system must detect noise louder than 52 decibels to start recording After five 5 seconds of silence the recording will stop VOX Stop Delay on Parrot analog and digital channels are per channel and cannot be set system wide 4 Systems with at least one Pika or Parrot card who use the VOX setting may also set a lead in time default 0 to cache that segment of time at the beginning of each call and append it to the recording Voice Activation V Oe Voce Achyation MOs Voice Achyation MOs Voce Achyation MOs Figure 62 Lead in Time VOX default levels work well for most customers but you may need to raise the threshold level in a very noisy environment If you consistently have unwanted recordings
19. ase Entries places checks in the audio and video boxes because if you delete database entries but leave audio and or video files you will not be able to access them Consequently the number of days before database entries are deleted must be equal to or greater than the number of days before audio files are deleted Placing a checkmark in the Audio Files box also checks the Video Files box because if you delete an audio file that has an associated video file you will not be able to access the video portion For the same reason the number of days before audio files are deleted must be equal to or greater than the number of days video files are deleted You can however place a checkmark in the Video Files only box as a video file can be deleted without getting rid of the audio file You can also wait more days to delete audio files than video files but not vice versa 54 The next section optional allows you to put restrictions on which entries are deleted NOTE The Database Entries column 1s unavailable unless Database Entries is selected in the Age Limit section Color Codes and Accounts are also dimmed unless checked If you select color codes and or accounts a pop up window lets you specify which color codes and or accounts to exempt from the deletion process Do Not Delete Entries Containing Database Entries Audio Files Video Files Flags Notes Flags Notes Flags Motes Custom Field Info Custom Field Info C
20. avacord sales representative OR license expired Logged out Red with Bar Record Limit da Light Grey Off Off no recording will take place Connected to recording server but no recording Yellow status received Yellow with Disconnect no connection to recording server Disconnect No Line no phone line detected no connection to Black PBX check wiring digital extensions only refer to Troubleshooting Guide on Installation CD Purple Bad Version upgrades to DigiVoice have been m applied Contact Davacord Inc Olive Drab No License exceeded total licensed users If Mo License additional licenses are needed contact Davacord os orn ILI Multi Login user is logged in on and associated l with more than one channel Record Fail recording should have started but Orange Record Fail uu failed contact your System Administrator 71 Light green with dimmed monitor Licensed configured for screen capture but not currently capturing Red with monitor Recording and screen capturing Light green with monitor Idle and screen capturing wrap up On VoIP systems the icon turns red when a connection is made On other systems the icon turns red as soon as a user picks up the extension On systems equipped with an expiring license feature authorized users can continue to search for and play existing recordings after a license expires but NO new recordings are created On th
21. e Console Panel double click OR right click on an icon to launch System Configuration which opens by default to the settings for that channel user When holding your cursor over a user or channel other right click options are launch active Monitor if available to live monitor that user channel System Configuration if available with that user channel as the default or turn the channel on off or set it to use work hours active Monitor System Configuration w OM OFF Work Hours Figure 108 Right click Options I2 Status Bar Beneath the channel information panel is a status bar showing left to right e amount of storage space remaining on the primary server e approximate hours of recording time remaining based on standard compression levels e amount of storage space remaining on the archive drive if one exists if your system administrator designated you as someone who should receive server alerts indicating server storage capacity has nearly been reached you will see that indicated here Archive Space 962 6 NG What appears on the Status Bar depends on your privileges Yours may be different than the one shown Also if there is an active alert the hours remaining field is replaced with information about the alert Alerts Toolbar Directly beneath the Status bar is the Alerts Toolbar showing any ongoing alert s l lt lt active Console gt admin View by Users L 2 File View Tools
22. e box labeled for each channel 1f you want all recordings on this channel encrypted Encrypted recordings can NOT be E mailed tecordings Figure 65 Encrypt Recordings 43 Users on systems that include Parrot analog set to VOX Parrot TOD MOD digital or Parrot TI El see three additional columns These column settings allow you to capture DTMF digits during a call such as where calls are placed in a queue where a touch tone menu is in place or where an analog VOX system is tapped at the handset The first column DTMF is checked by default on T1 E1 CAS systems and can t be changed Others are unchecked by default but can be enabled by checking the DTMF box DTMF Use Inter digit Detection Inter digit Timeout Timeout seconds 15 Figure 66 Inter digit Timeout If the DTMF box is checked place a checkmark in the second column inter digit timeout to set a maximum length of time between dialed digits recorded Use the up down arrow menu in the third column to configure the time in seconds 1 60 between one dialed digit and the next the default is 15 If the second column is unchecked all digits are recorded If checked only the digits dialed at the beginning of a call are recorded To apply some all settings to all channels or to selected channels right click in the box that contains your new settings and make the appropriate selection Stop Tone Sequence DTHF only Figure 67 Copy Value When finished com
23. e number of inactive minutes 1 30 allowed Auto Lag Out M Use Auto Log Out Auto Log Cut After fio Minutes Figure 92 Auto Log Out 62 Network Alerts A user with appropriate privileges can specify how network alerts are sounded or seen Add a checkmark to the Enabled box in the Network Alerts section to enable alerts for the user logged in on this machine and select either PC Speaker or sound card to enable audio alerts Select Visual Only if this user will receive a visual alert only with no audio alert To receive alerts a person must also be assigned the privilege in the MANAGE gt User Accounts section of active Web Network Alerts Iw Enabled Beep PC Speaker C Sound Card Visual Only Figure 93 Network Alerts Network alert options are not shown if alerts are disabled in the Alert Configuration section You may silence or view active alerts using the Admin menu Admin gt Silence Alert or Admin View Alert or by using the buttons on the Alerts Toolbar Data Server Host Name The Default Data Server Host Name or IP Address indicates the name of your DigiVoice database server In most cases 1 e you are using a single box system this field is automatically completed based on information provided during the installation process Default Data Server Host Hame ar IP Address Figure 94 Servers If you have questions about this setting see your system administrator or contact Davacord Tec
24. el Calls shorter than the number of seconds shown will not be recorded For example if you set the minimum recording length to five 5 seconds calls shorter than that will not be saved Figure 50 Minimum Recording Length In some instances you may wish to set a maximum recording length for a channel If so put a checkmark in the Use Max Recording Length box When the Max Rec Length column opens use the arrow keys to increase or decrease the maximum recording length OR double click to manually enter a number Hit enter Calls longer than the length you select in seconds will not be saved Click the Max Rec Length seconds Figure 51 Maximum Recording Length 36 On the right side of the Flex Recording screen is a section to control audio recording and screen capture if available Audio Recording Full time C Random Client Screen Capture C Off Ce Full time C Random Figure 52 Audio Video Recording If you select random audio the system also defaults to random screen capture However if you select full time audio it is possible to select only random screen capture If random recording is desired use the slider bar OR manually enter a number to set the percentage of audio and or screen capture for this channel Slider bar only appears with Random recording Audio Recording C Full time Client Screen Capture C DR C Full time Random tf Figure 53 Random Audio and Screen Capture
25. el click the Compression Level box for that channel Use the drop down arrow to view your choices and make a selection 46 Automatic Gain Control AGC is selected with a checkmark for all channels by default which makes the Fixed Gain columns dimmed and unavailable Use Figure 71 Automatic Gain Control NOTE System using Parrot analog or Parrot analog beep tone cards should skip to Parrot Analog AGC on page 48 Those with Parrot digital or Parrot T1 E1 should skip to Parrot Digital or Parrot T1 El on page 48 Recording Quality defaults to Automatic Gain Control AGC and sets an AGC Threshold of 52 Decibels and an AGC Target of 15 Decibels This means sound below 52 decibels is considered background noise and will not be amplified amplified recordings will try to achieve a volume level of 15 decibels These settings work well for most customers but system administrators may want to experiment with AGC settings in noisy environments To change the AGC remove the checkmark from the AGC column When the Fixed Gain box appears use the arrows to select a different setting OR double click to manually enter a number Hit enter to set fixed gain for the next channel OR use the tab key to move to the next column for this channel Use Automatic Fixed Gain Control Gain AGC decibels Figure 72 Fixed Gain VoIP VoIP customers will also see a Jitter Buffer column The default setting is adequate for most c
26. els Servers F Custom K Channel Labels Toolbars K w Channel Numbers w Last Name First Mame Login ID w Users Before Channels Figure 24 Sort Options Toolbars Select View gt Toolbars from the Menu Bar to set your preference for showing hiding the Primary Toolbar the Display Toolbar and or the Alerts Toolbar A checkmark indicates the toolbars that will appear Users Channels Servers Custom Sort me w Primary Display w Alerts Figure 25 View Toolbars 21 Tools active Monitor active Web If your system administrator grants you access to the active Monitor and or active Web application s select Tools gt and launch the application Tools active Monitor active web Figure 26 Tools Both active Monitor and active Web can also be launched using the Primary Toolbar icons Another way to launch active Monitor is to hold your cursor over a user or channel right click and select active Monitor The application opens and begins live monitoring that user channel Select Mute to stop the monitoring process but leave the active Monitor window open or click the X in the upper right corner to close the active Monitor window m acti ve Monitor 15 x Settings View Help lt B E A Jimmy Roth 9 Figure 27 Launch active Monitor 22 Admin Users with access to the this tab granted by a DigiVoice system administrator can modify the Alert Configurati
27. er the new one Click OK A new password must be different from the old one cancel Figure 7 Change Password Your system may be set to use strong passwords Strong passwords are at least six 6 characters long and must contain at least one upper case letter one lower case letter and one special character Exit Select File gt Exit from the Menu Bar to log out completely and close the active Console window or click the X in the upper right corner of the application window to exit 12 View The Console Panel can be changed according to your needs On the Menu Bar select View to specify View Users View Channels View by Servers or to set or edit your Custom View A checkmark indicates the current view Edit View 1s only available to users with at least one of the following privileges System Configuration Console Icons active Monitor w Users Channels Servers Custom Sort Toolbars Figure 8 Menu Bar View Sort and Toolbars are covered later in this section Regardless of which view you use a tab in the upper left corner of the Console Panel indicates what users and or channels are shown on the panel For example if viewing users the tab might show Beckwith Sandy Roth Jimmy indicating the first user shown is Sandy Beckwith and the last user shown is Jimmy Roth Beckwith Sandy Roth Jimmy K Beckwith Same Carter Morris Hess Hika Jones Jenny Roth Jimmy Figure 9 U
28. eting the Beep Tones section click OK to close this menu and return to System Configuration A column titled Play Beep Tone appears on the Recording Control tab with a checkmark next to each channel configured to use beep tones 50 File Storage File Storage determines where the recorded files are stored on the data server Contact your system administrator if you have questions about these settings Flex Recording Recording Control Recording Quality f File Storage 8 Data Server Actions Data Server Storage Primary Storage Drive ka Primary Storage Path jrecds Archive Media Drive to Monitor NONE 9 Figure 78 File Storage Primary Storage Drive refers to the Data Server drive NOT your PC Use the drop down box to make change your selection Primary Storage Path should look similar to the one shown recds NOT an extended location such as Mylocation recds Enter the new or changed location Archive Media Drive to Monitor must be a drive NOT a device such as a DAT drive Use the drop down arrows to make your selection Data Server Storage Primary Storage Drive D Primary Storage Path recds Archive Media Drive to Monitor NONE Figure 79 File Storage Make your selections Click Apply to apply the change without closing System Configuration Otherwise click OK 51 Data Server Actions Use the Data Server Actions tab to specify backup and deletion conditions CAUTION Read and unders
29. hnical Support 63 Silence Alerts To silence an audible alert select Admin gt Silence Alert OR click the Silence Alert button on the Alerts Toolbar if it is displayed Viewing the alerts toolbar silencing an alert and viewing active alerts are dimmed and unavailable unless there is an active alert View Alerts To view an active alert select Admin gt View Alerts OR click the View Alerts button on the Alerts Toolbar 1f it 1s displayed To view the Alerts Toolbar select View gt Toolbars gt Alerts from the Menu Bar during an active alert Each active alert 1s assigned a code that defines the type of alert the server where the alert was generated the date and time of the alert and a message that contains additional information about the alert 2 eng pci 10222004 4 11 55 PM ena pcill72 20 1 17 y Station Line Disconnect physical 15 logical 15 eng pci 103222004 4 11 55 PM amp ena pci 172 20 1 17 Y Station Line Disconnect physical 16 logical 16 localhost 1012212004 4 12 05 Pe enag pci 172 20 1 17X Primary Drive Storage Maximum Reached Figure 95 View Alerts Viewing the alerts toolbar silencing an alert and viewing active alerts are dimmed and unavailable unless there is an active alert 64 To clear an alert select it from the list and click Clear Alert Select whether to clear this alert only all like alert codes on this server or all like alert codes on all servers Click Clear
30. ii RE eR UR CR PR R E HR CP RUN RN 74 Compression Details for Telephony Voice Audio Recording 75 List of Figures A K Ee 2 AE MS SS 8 Figure 2 Console at Login eens 10 Figute 3 User Tit Qn c cs dace hoes dee AT 11 PING a 9 FREI HII HIR NAKAPLOG pP HERO 11 lulu modu wETPI 11 BET LU LOGS S aa iaa pog qon d Edo dp X OE RRR RE ERE RC OR 12 Figure T Chonge AA 24 ca edit XV YER dew denned Kae ERdG EE 12 Poue S Momm De I oo ae ADA EERE ie RENAE IEE es ERE 13 FS SLEEP DID E E E E qo E 13 Figure 10 Chamel Panel abp uia xa 6 6 X 4 4 5 kA L RRR E E RR KAWANG 13 Pune lb Ser Yi AA AA 14 Figure 12 User View Sort NONG 14sec AA GA ees eas eres 14 PEEL TEN one eos dk eR RECO ERXqESCPERJXESAXARRRXGQESX4PAI 15 Figure 14 Channel View Right Click Menu 0 0c eee eee 15 Figure 15 User View Sort Options 5 4452 GA cae eek ew CR cee NAR E iwene ds 15 Figure 10 CEO VIEW aua ud dca PG ec ee eee REOR CR eee ened 16 Figure 17 Edit Custom ViGW 8 6 06504 ehos cac e oot ior PA eee 16 Pipote 15 Custom View Name auos kawa AKA WA NG Ra Ursa ER d KAG 17 PELE 2 GG ke Re ge CP CELA EROR ER ACRES 17 Figure 20 AT TISCDULDBOUCIS aa sane PA Ro qd 18 Fig re 21 Remove Users t DANI is dee xp APR E hk EEE L EE 18 Fisute 22 VIEN ODUOHS aqu eh hoe NG bo KAG AA UN dS dC d ees 19 Firg 23 Combined View IGDHB La iiec dri e ch AE R RE R A e 20 PONG UG ee R E ee ee ee ee ee eee ee PERS eee DARA ERA m
31. ing Windows Standard Standard Standard Standard Figure 69 Default Compression Level 45 Selecting None applies no compression at all This provides the best sound quality but can severely hinder remote live monitoring performance It requires a large amount of storage space providing only 18 hours per Gigabyte of space It plays on any computer capable of playing wav files that are 16 bit 8 KHz PCM Low applies only a slight amount of compression Sound quality is still extremely good but it can hinder remote live monitoring performance and requires a large amount of storage space The Low setting is a reasonable compromise when high sound quality is especially important but no compression uses too much storage space It provides 74 hours per Gigabyte of space and plays on most computers running Windows High provides a sound quality as good as standard but the file size is much smaller It provides for very good remote live monitoring performance but puts twice as much load on the recording server Having too many channels on this setting significantly reduces the performance of your recording server Setting all channels at this compression level essentially cuts in half the maximum number of simultaneous recordings possible on the recording server It provides approximately 280 hours per Gigabyte of space and plays on most computers running Windows To select a compression level other than Standard for a specific chann
32. ing f Recording Control Recording Quality File Storage Data Server Actions Audio Recording Channel Channel Work Hin Hec Use Max lt Puki Label Control Hours Length Recording ici seconds Length C Random 1 On Set 3 R 2 Ltt Set 3 3 On GERA 3 Client Screen Capture 4 UT Set C Off Fulltime C Random Recording Restrictions Recording Requirements Figure 44 Flex Recording Click on a channel where you want to set flex recording options A selected channel is shown in blue Use the scroll bar if necessary to view all channels Channel Channel Hin Rec Use Max Label Control Length Recording seconds Length 1 2 3 4 Figure 45 Select Channel 33 For each channel you can record activity either econstantly select On enever select Off eonly during certain times select Work Hours The Channel Control default 1s set to Off but users with Record on Demand privileges can override these settings in active Agent In an environment where phones are always hot live and you want Record on Demand enabled select Off Read more about Record on Demand and hot keys in the active Agent User s Manual To set the Channel Control click the box that contains the current setting for that channel then use the drop down arrow to make your selection from the three choices Channel Hin Rec Use Max Control Length Recording seconds Length Figure 46 Channel Control
33. le View Tools Admin Help a E 84 fee Nane d Channel Labels Channel Numbers Beckwith Sanc Carter Morris User Login ID Users Before Channels Figure 12 User View Sort Options Note that in user view options for channel view are dimmed and unavailable 14 View Channels Channel View displays all channels you are authorized to view with an icon representing each channel The icon color and accompanying text denote each channel s current recording status See Icon Key File View Tools Admin Help i Ha Ta 2l Channel L abel E x 2 3 Alpha 4 Channel 1 Figure 13 Channel View In Channel View double click on a channel icon to open System Configuration OR right click on a channel icon to launch active Monitor open System Configuration or turn the channel on or off active Monitor System Configuration w On OFF Use Work Hours Figure 14 Channel View Right Click Menu 5 While viewing channels the Sort icon in the Options toolbar opens a drop down menu for specifying how to display channels This determines the sort order whereas the other drop down box specifies how channels appear in your chosen sort order For example you can sort by channel number but have the channel label display on the console panel Mr Channel Labels w Channel Numbers User Last Name w ser First Mame User Login T5 Users Before Ghannels Figure 15 User View
34. le or the Server Beep box 1s checked Alarms remain active until cleared Network alerts configured in Options are sent via DigiVoice active Console and active Agent to users who log in and who are designated to receive alerts and have Network Alerts enabled in Options This means an audible and or visual alert 1s sounded at any computer where a user authorized to receive network alerts launches active Agent or active Console In the lower right corner of the Alert Settings tab is an option to disable alerts If the box is checked no audio visual E mail or pager alert notifications are generated for any reason NOTE If alerts are disabled using this method you will not see a Network Alerts section when selecting Admin and Options Disable Alerts Figure 33 Disable Alerts 25 If alerts are disabled and you select Admin Alert Configuration while in active Console you will be asked whether you wish to enable alerts Select Yes to launch the Alert Configuration menu x S 7 Do you wish ko enable alert capabilities Figure 34 Enable Alerts Read more about resolving alerts in the sections titled Silence Alert View Alerts and Alerts Toolbar E mail and pager alert recipients are configured in the following sections 26 E mail Settings Entries on this tab specify who will receive E mail alerts and how they are sent when an event set to trigger this type of alert occurs E mail addresses do not have
35. me defaults to ocalhost Enter a valid E mail From Address No password 1s required when using localhost If using localhost SMTP services must be installed on all recording services Refer to the System Setup Guide for more information SMTP Settings Hast localhost 0 Bal 5 From fedminstator davacodcom JD eee administratare davacard com Figure 38 Use Local Host E mails will contain the subject DigiVoice Alert and the E mail body will contain the code see Alert Code Descriptions and specific message text sent to the clients 28 Pager Settings On the Pager Settings tab enter the pager numbers the system will dial when an event set to trigger this type of alarm occurs If the telephone system requires users to dial 9 to obtain a dial tone enter a 9 first followed by a comma and the pager number Alert Settings E mail Settings f Pager Settings Enter your pager numbers in the spaces provided Use camma s for 1 second pause s If needed For example 9 5805551212 Reset to Default Values es Am Figure 39 Pager Settings The total number of attempted pages sent to each recipient and the elapsed time between them is based on the information provided in Alert Settings Pager alerts will display as 1 CODE 1 on your pager display For example when a network connection failure with code 4 is sent the text would be 1 4 1 Code numbers are defined in the section titled View Alerts For
36. nce enabled current Scheduled Transfers if any are shown on the left Flex Recording Recording Control Recording Quality File Storage Data Server Actions f Scheduled Transfers M Enable Scheduled Transfers Current Scheduled Transfers Day Start Time Sunday 5 30 AM 12 hrs O min Day Saturday 9 Monday 1 00 AM 6 hrs O min Tuesday 1 00 AM 6 hrs O min l l Start Time 1 00 AM wednesday 1 00 AM 6 hrs O min E Thursday 1 00 AM 6 hrs O min l A Friday 1 00 AM 6 hrs D min Duration E ng hrs o c min Saturday 1 00 4M 6 hrs O min Modify Delete Figure 88 Schedule Transfers Scheduled transfers are configurable for audio only and not supported with screen capture 59 Create a schedule to allow transfer when network congestion is at a minimum To schedule a new transfer use the drop down boxes on the right to select the day start time and duration Click Add The scheduled transfer now displays on the left Day Tuesday Start Time 5 30 AM Duration 17 4 hr 30 min Modify Delete Figure 89 Configure Scheduled Transfer If schedules transfers do not keep up with the number of additional recordings created simply add additional transfer periods or extend existing ones To modify or delete an existing transfer select it from the list on the left When the settings appear in the section on the right make the necessary adjustments and click Modify or Delete whichever is ap
37. ng properties for this custom view select OK to continue 19 When using a combined view of all users and channels you are authorized to view the Console Panel displays an icon representing each user and or channel The icon color and text denote the current status for each user channel See Icon Key Roth Jimmy 18 Figure 23 Combined View Icons In combined view Double click on a channel icon to launch System Configuration Right click on a user or channel icon to launch active Monitor Right click on a user or channel icon to open System Configuration Right click on a channel icon to turn the channel On or Off or set the channel to record using work hours user defined field in Flex Recording System Configuration opens by default to the channel your cursor was on when you performed the double click or right click OR it will default to the channel bound to the user your cursor was on when you performed the double click or right click You can change other channel properties from the System Configuration menu when it opens 20 Sort The Sort feature changes the way user channel information displays on the Console Panel Note that in user view channel sorting information is dimmed and unavailable In channel view user sorting information is dimmed and unavailable In a combined view both sorting methods are available Sorting can also be accessed from the Display Toolbar when available View Users Chann
38. o be sure your CAPS LOCK key is in the off position The data server that appears in the last box is likely the one set up during the software installation You can store up to five 5 data server locations and the last one accessed will always appear when logging in Use the drop down box to change locations or enter a new location if needed Press OK actiye Console Login X Username Password Data Server vL aprilb TN Figure 1 Log In If your login fails make sure you entered the correct Username and Password and a valid data server location If your login still fails contact your system administrator Alternate Login Method If an active Agent icon is in your system tray right click and select active Console from the popup menu Warning This method bypasses the procedure described above In other words anyone with access to your desktop when the active Agent icon is in your system tray can automatically log in to active Console without entering your username and password A user may enable an Automatic Log Out feature that logs off a user after a certain length of time from 1 30 minutes This is by PC user not DigiVoice user so it only applies if you use an individual login procedure for each user such as a Windows login There are five components of the active Console screen User Information shows your user name and current view Menu Bar contains File View Tools Admin Help
39. on System Configuration automatic logout and network alert Options Admin also contains a Silence Alert and View Alerts option Silence Alert and View Alerts remain unavailable unless there 1s an active alert Admin Alert Configuration System Configuration Options Silence Alert view Alerts Figure 28 Admin Alert Configuration Alert Settings enable authorized users to determine what events trigger an alert the type of alert sent and who receives it Alert Configuration Alert Settings f E mail Settings Fager Settings Fager Serer Beep Network Disconnect Database Quer or Connection Failure Drive Read rite Failure C Frimary Drive Storage Maximum Reached Channel Record Failure Al Video Servers Busy No Video Servers Present Storage Alert Settings Mav Primary Drive Percentage Full Before Alert Pager ar E mail Failures Number of Attempts Minutes Between Attempts Reset to Default Values T Disable Alerts Figure 29 Alert Configuration 23 Alert Settings In the Alerts section use a checkmark in the box to indicate the type of alert sent E mail Pager and or Server Beep for each event that will trigger an alert Events that do not pertain to your system are not shown Your screen will be different from the one here VAT j m juo jun on n n n n n n n 111111111111 Server Beep Network Disconnect Database Quer or Connection Failure Drive Head Write
40. op Method AN PE E E E EE E E 60 Start Stop and PN MAPA PE ure 61 Stop Delay PER PRN Figure 62 RET Time OEE Figure 6 63 DT TMF Tone Figure 64 CT G an ia Encry y Ke in gs uka BABA AGAR ee ee ee ee ee gt gu z 5 Inter digit jac 654 6 og 4s oe ka AA ee 1gur 57 Copy Value MUTE ean eeasee4eaceseeee igure 68 Recording Quality een aa ERA Dip 69 Default Compression Level MALA PAPA Fig laa ih C EEE sion Level cece cece cece cece eect cece T figure 71 natic Gain Landi un 75 1 e d un Jelp Figure 76 Copy Value x i si 14 Been Tones 929449 PA i m 7 8 Oh AA AMA AA ure 79 File Storage gure 30 Data Server ee Tab 34 Fig gure 8 81 Automatic Database E Dindan eevee ee eee TT rrr ere ere Fig i Tika 82 raang Deletion sure 84 NES Not Dele Ene e 85 Backup Deletion Doni 1 86 Bacl ixample 2 igu kup Deletion PETITE lt Figure 87 Unconditional Automatic Database and F ile Deletion oun ma ehe see Figure 88 Schedule TEEN ki ka kakak ah ARKA ARR 50 Figure 89 Configure Scheduled Transior bg 4p oh NAGPAGANDA C1 Figure 90 Apply Scheduled Transfer 0 00 6l nae 91 Options igure 92 Auto pa Out re 94 Mu CEEL rc ee CeCe eee ee ee eee EPEE ee eee Fi gure 95 View Alerts igure 96 Clear Alert 7 Prin ary Toolbar Mov Toolbar saa EL
41. or codes in the active Web User s Guide 56 EXAMPLE 2 In this example the System Administrator configured the system to back up the database daily at 11 59 59 PM automatically begin deleting entries when primary storage capacity reaches 95 delete database entries and audio files over 60 days old and video entries over 5 days old without exception In other words all database entries audio files and video files will be deleted according to these specifications without regard to whether there are flags notes etc affiliated with them Automatic Database Backup Backup Time 1200 AM Backup Retention fi Days Conditional Automatic Deletion Iw Primary Storage Limit 35 Full Age Limit D aus Database Entries Audio Files Video Files rp fo ef e F_ Do Not Delete Entries Containing Database Entries Audio Files Video Files Flags Notes Flags Notes Flags Notes Custom Field Info Custom Field Info Custom Field Info Tracking Numbers Tracking Numbers Tracking Numbers Evaluations Evaluations Evaluations F Color Codes Color Codes Color Codes Accounts H Accounts H Accounts Unconditional Automatic Database Entry And File Deletion Entry Recording Age Limit 265 Days Figure 86 Backup Deletion Example 2 57 At the bottom of the Data Server Actions page is an optional setting to delete records If you enable this feat
42. or configured the system to back up the database at 11 59 PM every 7 days automatically begin deleting entries when primary storage capacity reaches 95 delete database entries and audio files over 30 days old and video entries over 14 days old EXCEPT 1 databates entries and files with flags and or tracking numbers regardless of whether they are audio or audio video combination and 2 those database entries with account information In other words all database entries and files will be deleted according to the specified time frame except those with flags and or tracking numbers and database entries with account information affiliated with them Automatic Database Backup Backup Time 12 00 AM Backup Retention ooo 7 Daya Conditional Automatic Deletion l Primary Storage Limit 35 3 Full Age Limit D ays Database Entries Audio Files Video Files Do Not Delete Entries Containing Database Entries Audio Files Video Files lw Flags Notes jw Flags Notes lw Flags Notes Custom Field Info Custom Field Info Custom Field Info I Tracking Numbers I Tracking Numbers w Tracking Numbers Evaluations Evaluations Evaluations Color Codes F Color Codes H Color Codes v Accounts E Accounts Accounts Unconditional Automatic Database Entry And File Deletion T Enty Fecording Age Lim xs Das Figure 85 Backup Deletion Example 1 Read more about accounts and col
43. or some channels aren t recorded experiment with the settings until you find what works for you If you use a predictive dialer where agent phones are always hot and your system uses a sequence code to indicate the beginning and ending of a call e g 7 to begin and 9 to end you can select the Tones DTMF Start Stop Method Enter the Start and Stop Tone Sequences your system uses so DigiVoice will start and stop recording at the sound of those tones EN Tones D TMF Figure 63 DIMF Tones 42 NOTE We recommend making each sequence at least two characters and making each one different Hit enter to go to the start or stop tone sequence for the next channel OR use the tab key to move to the next column for this channel If you select Tones DTMF you must enter a Start Tone and Stop Tone If you leave either one blank the system will not record Client Device Selecting Client Device allows the use of keyboard shortcuts to control recording activity However if Client Device is selected for a particular channel the keyboard control on that channel must be configured for these start stop keys in active Agent Read more about these shortcuts in the active Agent user s guide CTI Host Device You can only select CTI Host Device as the Start Stop method if licensed for Concerto Predictive Dialer There 1s no threshold setting for CTI Host Device Figure 64 CTI Host Device In the Encrypt Recordings column check th
44. ose this menu and return to System Configuration 49 Beep Tones This tab used to set beep tone parameters is seen only on systems with at least one Parrot analog channel The system must be licensed for beep tones and the card supported Beep Tones allow authorized users to set the pitch volume frequency and duration of the beep tone Depending on your state laws and or your hardware you may need a different type of notification system e g recorded announcement handset beep inserter Telephone a Davacord Inc service representative if you have questions about using beep tones with your system Flex Recording Recording Control Recording Quality Beep Tones File Storage Data Server Actions Beep Tone Parameters Tenn K 20 Decibels Frequency AZ 15 Seconds Duration 200 Milliseconds Reset to Default Values Figure 77 Beep Tones Beep Tone Parameter defaults are ePitch 800 Hertz Volume 20 Decibels Frequency 15 Seconds Duration 200 Milliseconds This means every 15 seconds you hear a beep for 200 milliseconds slightly less than 1 4 of second at a pitch of 800 Hertz and a volume of 20 decibels Try these settings first If you make adjustments to duration we recommend no less than 150 milliseconds and no more than 250 Refresh undoes your actions unless you ve pressed Apply e Reset to Default Values changes the setting back to the defaults When finished compl
45. pleting the Recording Control section click OK to close this menu and return to System Configuration 44 Recording Quality Use the Recording Quality tab to adjust volume gain settings and compression levels What appears on the Recording Control tab depends on your privileges and the hardware for a selected channel Yours may be different than the one shown When accessed via Admin gt System Configuration from the Menu Bar or the System Configuration Primary Toolbar icon this tab lists alphabetically then numerically the channels for which you are authorized Flex Recording Recording Control Recording Quality File Storage Data Server Actions Use Channel Compression Automatic Fixed AGC AGC Label Level Gain Control Gain Threshold Target AGE decibels decibels decibels 1 Standard Fz 15 2 Standard Fz 15 3 Standard 18 15 4 Standard U 15 Figure 68 Recording Quality While the default Automatic Gain Control AGC settings work well for most customers system administrators may want to experiment with AGC settings in noisy environments by carefully following the instructions in this section The system default Compression Level Standard is the industry standard Sound quality is very good and there is a nice balance between quality and storage space It provides for reasonable remote live monitoring performance and approximately 180 hours per Gigabyte of space It plays on most computers runn
46. propriate 60 When finished making changes to the Scheduled Transfers page you MUST click OK or Apply to apply these changes 8 hrs O min Figure 90 Apply Scheduled Transfer 61 Options Select Admin gt Options to configure the automatic log out feature network alerts and or the default data server Network alert options are not shown if alerts are disabled in the Alert Configuration section actiye Console Settings ritah Auto Log Out fe Use Auto Log Out Auto Log Out After i 10 Minutes Network Alerts W Enabled Beep C PC Speaker C Sound Card 6 Visual Only Default Data Server Host Ho Name ar IP Address cence Figure 91 Options Automatic Log Out You can set a period of time 1 30 minutes of inactivity after which the user on this system is automatically logged off Inactivity means the user is not interacting with any application on that desktop For example Mary is working on a spreadsheet in one program with active Console running and minimized If she works on her spreadsheet for 25 minutes she will not be automatically logged off because she is performing a task any task on that system But if she goes to lunch for 25 minutes and leaves her desktop unattended she is automatically logged off because there is no activity of any kind taking place on her desktop in her absence To enable this feature place a checkmark in the Auto Log Out box and slide the bar left or right to set th
47. re 100 Display Toolbar Changing it in either place automatically changes it in the other so both reflect the same option 2l Last Name First Name 7 Channel Number Channel Labels w Channel Numbers w User Last Name User First Mame User Login ID w Users Before Channels Figure 101 Display Sort Options Select View gt Toolbars gt Display to hide the Display toolbar but leave active Console running Repeat the process to restore the toolbar You can move the toolbar by holding your cursor on the left edge of the toolbar and dragging it to a different area on your monitor Last Mame First Name bd Channel Number Figure 102 Moving the Toolbar zt To close a toolbar that has been moved click the X in the upper right corner of the toolbar OR select View gt Toolbars gt Display and uncheck the Display toolbar To view the toolbar in its last location select View gt Toolbars gt Display OO UUU 2l Last Name First Name 7 Channel Number and Label 9 Figure 103 Close Display Toolbar 69 Console Panel The Console Panel shows the status of users channels you have permission to view with an icon representing each one The icon color and text denote the current status of each user channel A tab in the upper left corner of the panel indicates what users channels are shown on the panel What you see depends on the View currently set to display aged ut na Loge GL
48. re 3 User Information Menu Bar The Menu Bar File View Tools Admin Help and the Primary Toolbar 1cons perform many of the same functions Depending on privileges assigned by your DigiVoice system administrator some of the choices may not be available File View Tools Admin Help Figure 4 Menu Bar File Log Out When logged in selecting File allows you to Log Out Change Passwords or Exit File Log In Log Gut Change Password Exit Figure 5 File You can also log out by clicking the second Primary Toolbar icon a closed padlock When logged out the active Console window remains open but will not allow access to any feature of the system except visual monitoring of channel activity and the User s Manual 11 When logged out the first icon in the Primary Toolbar Log In becomes available but the second icon Log Out is dimmed The User Information in the upper left corner shows that the user is logged out and the most recent view active Console gt Logged Out custom view po Figure 6 User Logged Out When logged out with the console window open log in again by selecting File gt Log In from the Menu Bar OR click on the first icon in the Primary Toolbar an open padlock With either method you are prompted to enter your Username and Password Change Password Select File Change Password to change your password Enter your old password a new password then re ent
49. s your actions unless you ve pressed Apply eReset to Default Values changes the settings back to the defaults Apply applies the changes without closing the System Configuration menu eOK applies the changes and closes the System Configuration menu Cancel revokes all changes and closes the System Configuration menu unless you have clicked Apply Reset to Default s alues Cancel Apply Figure 41 Apply Your Changes 31 In many parts of the System Configuration menu you can copy a setting to one or more channels To do so make the change right click in the box that contains your new settings and make the appropriate selection Work Hours Copy this value to all channels Ec Copy this value to selected channels Figure 42 Copy This Value EXCEPTION When you configure a channel then right click in the Channel Label column you may choose to copy ALL values for the channel to all other channels or copy ALL values for a channel to selected channels only Copy all values For this channel to all channels Copy all values For this channel to selected channels Figure 43 Copy All Values 32 Flex Recording The Flex Recording settings determine if when to record activity on each channel When accessed using the System Configuration icon on the Primary Toolbar or by choosing Admin gt System Configuration the Flex Recording tab lists alphabetically then numerically channels for which you are authorized Flex Record
50. sent to trigger a recording What appears here depends on your privileges and the hardware for the selected channel Your screen may be different than the one shown Flex Recording Recording Control Recording Quality File Storage Data Server Actions Start Stop Encrypt Method Recordings Standard Loop P Bx Standard Loop F Bx Standard Loop PBs Standard Loop FE s Reset to Default Values Figure 58 Recording Control When accessed using the System Configuration icon on the Primary Toolbar or from Admin gt System Configuration the Recording Control tab lists alphabetically then numerically channels for which you are authorized The Start Stop Method defaults to Standard Loop PBX which starts a recording any time it receives a signal from the telephone company or your digital PBX Private Branch Exchange switch Standard Loop PBX is required for VoIP channels Start Stop Encrypt Method Recordings Standard Loap FBz Standard Loop FE Standard Loop PEs Standard Loop PBs Figure 59 Start Stop Method 40 But in certain circumstances such as if you are recording a dispatch radio you should select Voice Activation VOX VOX is also used if your system is set up to tap on the handset of your digital telephone To select VOX Tones DTMF Client Device or CTI Host Device click the Start Stop box for the channel Use the arrow to open your options box and click the one appropriate for the ch
51. ser Panel Tabs In View Channels a tab might show x0255 x0257 meaning the channel labeled x0255 extension 255 is the first channel shown and the channel labeled x0257 extension 257 is the last channel shown Figure 10 Channel Panel Tabs A panel is capable of displaying up to 64 channels After that a second tab appears representing the next panel of channels Click on a subsequent tab to access that panel of users and or channels 13 View Users User View displays all users you are authorized to view and shows an icon representing each one The icon color and accompanying text denote each user s current status See Icon Key Users appear based on a your sort order and display choices described below Figure 11 User View Icons In User View right click on a user icon to launch active Monitor open System Configuration or turn the channel on or off A user on a TI trunk system OR a user without privileges for this channel won t see System Configuration using the right click method S While viewing users click the Sort icon AZ on the Display Toolbar to open a drop down menu and specify how to display users The sort drop down list determines the sort order whereas the other drop down box specifies how the users will appear in your chosen sort order In the example below the users are sorted alphabetically by last name They are displayed on the console panel by last name first name Fi
52. t than the one shown 5 e m Bm Figure 97 Primary Toolbar To hide the toolbar but leave active Console running select View gt Toolbars gt Primary Repeat the process to restore the toolbar You can move the toolbar by holding your cursor on the left edge of the toolbar and dragging it to a different area on your monitor Je 68 7 Figure 98 Move Primary Toolbar To close a toolbar that has been moved click the X in the upper right corner of the toolbar OR select View gt Toolbars gt Primary and uncheck the Primary toolbar istart ra a dh Gas Figure 99 Close Primary Toolbar Select View 5 Toolbars 5 Primary to view a toolbar in its last location 67 Icon Key First padlock icon click to log in Second padlock icon click to log out Third icon click W to launch active Web if available Fourth icon click M to launch active Monitor if available Fifth icon click to launch System Configuration if available typically limited to system administrators Last icon click to display the Sort options 68 Display Toolbar The Display Toolbar performs the same tasks as using View gt Sort on the Menu Bar enabling you to change the way users channels appear on the Console Panel Depending on the privileges assigned by your system administrator your Display area may be different than the one shown 2l Last Name First Mame 7 Channel Number Figu
53. tand this entire section before adjusting your settings Flex Recording Recording Control Recording Quality File Storage Data Server Actions Automatic Database Backup Backup Time 12 00 AM Backup Retention 7 Days Conditional Automatic Deletion w Primary Storage Limit a5 Z Full Age Limit Days Database Entries Audio Files Video Files PF rp P rh fp Do Mat Delete Entries Containing Database Entries Audio Files Video Files Flags Notes Flags Notes Flags Notes Custom Field Info Custom Field Info Custom Field Info Tracking Numbers Tracking Numbers Tracking Numbers W Evaluations MW Evaluations I Evaluations v Color Codes I Color Codes I Color Codes v Accounts v Accounts Iv Accounts Unconditional Automatic Database Entry And File Deletion i EntyRecording Age Limit 365 Days Figure 80 Data Server Actions Tab In the Automatic Database Backup Section use the up down arrows to set the time intervals at which you want your database automatically backed up On the right use the backup retention slider bar to set the number of days between backups Automatic Database Backup Backup Time 12 00 AM Backup Retention 7 Days Figure 81 Automatic Database Backup 52 The Conditional Automatic Deletion section allows you to set certain conditions on what items are deleted and when Put a checkmark in the Primary Storage
54. to be internal Recipients are notified simultaneously and can be listed in any order Alert Settings f E mail Settings Pager Settings Enter pour email addresses in the spaces provided For example namecedamain cam john dae idavacard cam jane doe dayacord com SMTP Settings Use Local Host Host mal davacord com Port 26 From administratoreadayvacoard com Address Username dministrator Password Reset to Default Values cova Joo Figure 35 E mail Settings In the first section enter E mail addresses that will receive the alert How many E mails sent to each recipient and elapsed time between them 1s set in the previous section Enter pour email addresses in the spaces provided For example name domain com john doe davacord com jane doe davacord com Figure 36 E mail Notifications Al In the bottom section enter the host name and port for your E mail server NOTE Changing the From Address 1s limited to the default Admin user only A change to the From Address changes it in the active Web settings Likewise changing it in active Web changes it here If sender authentication is required ask your system administrator for a user name and password SMTP Settings Use Local Host Host mail davacerd com Put 25 From adrministratorteidavacard cam Address Usemame Administrator Password SF Figure 37 SMTP Settings When selecting Use Local Host the Host na
55. ure by placing a checkmark in the box all database entries audio files and video files are deleted when they reach this age regardless of any other settings on this page For example the default setting of 1 095 days 3 years means that any item over three years old will be deleted without exception To enable this feature check the Entry Recording Age Limit box in the Unconditional Automatic Database Entry and File Deletion section Use the slider bar or manually enter a number of days at which you want the unconditional deletion to occur Unconditional Automatic Database Entry And File Deletion fe EntnRecording Age Limit 1085 Days Figure 87 Unconditional Automatic Database and File Deletion 58 Scheduled Transfers When enabled this feature allows a system administrator to determine when recordings transfer from remote recording servers to the data server on multi box systems Recording data the information about the recording such as date time of call channel number user etc will be placed in the database immediately even though the actual recording wav file is scheduled to transfer later This allows users to search and locate data about a recording as soon as the recording 1s complete even though the audio portion of the recording is unavailable for playback until after the scheduled transfer time Scheduled Transfers default to OFF until you place a checkmark in the Enable Scheduled Transfers box O
56. ustom Field Info Tracking Numbers Tracking Numbers Tracking Numbers v Evaluations v Evaluations v Evaluations r Color Codes M Color Codes M Color Codes v Accounts v Accounts v Accounts Figure 84 Do Not Delete Entries Similar to the previous section certain choices in these columns impact the same choices in other columns assuming you checked Database Entries in the Age Limit section Any item checked in the video files column flags notes etc automatically checks the Audio Files and Database Entries columns The reason is that if you want to keep all video files with a flag you must also keep all audio files and database entries with a flag Otherwise you will have a flagged video file that you can not access Similarly any item checked in the Audio Files column automatically checks the same item in the Database Entries column As explained above if you keep an audio file without keeping the actual database entry you can not access the audio file in the future IMPORTANT SUMMARY If you make selections in the audio and or video portion of this section without checking the corresponding data base entry column you are preventing audio and video files from being deleted but you will have NO way to access them The following examples show sample setups and explain what processes will occur as a result of each configuration 55 EXAMPLE 1 In this example the System Administrat
57. ustomers but can be increased if you experience garbled audio usually the result of network congestion 47 Parrot Analog AGC Systems containing Parrot analog or Parrot analog beep tone cards using Automatic Gain Control leaving the box checked make adjustments in a different manner Recovery Speed dB sec available settings are 7 15 30 or 60 with a default setting of 60 Maximum Dynamic Range dB defaults to 30 but can be set anywhere from 0 to 30 in increments of 2 0 2 4 6 etc Maximum Recovery Dynamic Speed Hange db zec decibels Figure 73 Parrot Analog AGC Settings Parrot Digital or Parrot T1 E1 Systems containing Parrot digital or Parrot T1 E1 cards using Automatic Gain Control unchecking the AGC box make adjustments using the arrows or entering a number in the Fixed Gain ear and Fixed Gain mouth columns Both default to 0 but can be set independently anywhere between 18 and 24 decibels Figure 74 Fixed Gain Adjustments The toolbar area provides a brief explanation of the settings Figure 75 Fixed Gain Help 48 To apply some all settings to all channels or to selected channels right click in the box that contains your new settings and make the appropriate selection AGC Threshold decibels J2 He 52 52 Copy this value to all channels Copy this value to selected channels Figure 76 Copy Value When finished completing the Recording Quality section click OK to cl
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