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MyCalls Call Recorder Installation Manual

1. C Program Files NEC NEC Recordersbins T hesycon C Don t search will choose the driver to install Choose this option to select the device driver from a list Windows does not guarantee that the driver you choose will be the best match for your hardware The driver for the unit will then be installed Found New Hardware Wizard Please wait while the wizard installs the software e Retell Call Recorder LL Setting a system restore point and backing up old files in case your system needs to be restored in the future Cancel Upon completion click finish Found New Hardware Wizard Completing the Found New Hardware Wizard The wizard has finished installing the software for c NEC Call Recording Click Finish to close the wizard Once the installation of the USB device and recording software is complete the USB Serv status light will change green If you are connecting multiple units then you will have to repeat the procedure to install the driver for each unit Using Sense To Login to Sense click the Calls shortcut from the desktop of the call recording server The default username is admin and password callrecorder File Archive Tools Help os TT x From Login to 127 0 0 1 Ie User admin Quick Password ecccccecccce Misc Max Records Comments Min By using this software you agree to these terms and conditions m Enter Ca
2. Delete call recorder Trunk Licensing Call Recorder Licensed Head Office msuauusuussuuurauuruuauauunuEuausEEHSGGSURSRSGZEERURGZEEERR SERERE RR GRGRREEERGRRSGUGGGNSGRGRENGUSGEURGGGRRGGGGEsuRER Ru RR RR GR URRR HR GR RR EGG GR GGG UGGRGG rire errr Terre irri UR RR HH ERR ERURSREEERSE ERGURG HR RR msuasuuuussuuusasumsuuasauuEuEuauuEUuSGGNURRSGGEERGUGGEREER SERRE RRGRGRREERGGSURGGGRGRGRERGUGGNEUERG GG ERGGGGEsuRR Ru ER RR ER GRRR HR GR RR GG GGGR GREGG GR EGGUGGGUGG GG RRGUR S HR RR Hu EE RR HS UR RR HR ER GR ERR RR REG RR ERGRGR HR Go mssasuuuussuuuruuusuuasauununuauEEUSGGSURRSSSEERUGZEEERR GE ERRRGRGRGRGEEGERGRESGUGGGRRRGRERGUSGSESRRGGEGGGGGEsuGR Ra ER RR ERG GR iret ER GGGRGRGG RR UGGUGGGUGG GG ERGUR s UH RR HE EE RR HS HERR HH ERREUR SR ERES trite irre ERE PEEL E PP PEE OOo e ETT oo Digtal UNE eee Digits Mone Head Office Branch Office Remote Office Configuring Call Recording Rules To exclude certain types of calls from being recorded click the Recording Rules button in the call recorder configuration screen Retell Voice Recorder Configuration Recording Rules 21x You may specify the Extensions DIDs Callers Users Trunks for which call recording is to be allowed or blocked You may also specify that only incoming calls are to be recorded for example Extensions Selected ER Do not record the selected extensions Available EAT 200 200 EXT 201 201
3. EXT 202 202 EXT 203 203 EXT 204 204 C Only record the selected extensions Callers Selected EG EI Do not record the selected callers Available C Only record the selected callers Users Selected e EI Do not record the selected users Available Only record the selected users DIDs Selected Available DDI 950 951 EN Do not record the selected DIDs Only record the selected DIDs Trunks Selected Available Line 005 005 Do not record the selected trunks Only record the selected trunks Call Types iw Record Incoming Calls iw Record Outgoing Calls Cancel Extensions DDI s Callers Trunks and Users can all be included or excluded from being recorded as required Add devices to the selected list and choose Do Not record the selected devices or Only record the selected extensions You can also decide if to include incoming only outgoing calls only or both Call playback users and qroups By default if no users are created in MyCalls you will be able to playback calls Once you create any users you must login to the MyCalls application as a user When creating users an Administrator account should be created Any users that are created and want to play back calls the users must be enabled for call playback In Configure Organisation click create new user or edit an existing user To give a user the ability to playback calls check the Enable
4. M 14 01 2011 16 07 1031 Line 031 200 EXT 200 01159695 None Nottingham i 14 01 2011 16 06 031 Line 031 200 EXT 200 01159695700 None Nottingham v Alarms Ls Unretumed Calls ag Audit Log Licensed to User Company Expires on 29 01 2011 Logged in User User 1 After you have double clicked the speaker the player will load and play the call The screenshot below is of the enhanced player amp Call Player MyCalls SS E x 00 00 00 02 00 04 00 06 00 08 00 10 Play List Sound Clips Note Audit Drag a column header here to group by that column Column Chooser Date Time From Device To Device Number User Abbr Duration 14 01 2011 16 07 031 Line 031 200 EXT 200 596957 None im Inc 00 00 10 00 00 00 00 00 11 For further information on using the call player refer to the MyCalls end user guide chapter 7 Archiving Recorded Calls Archiving of recorded call is necessary in order to create backups of recorded calls and to prevent the hard drive on the call recording server from becoming full when auto deletion of turned off With autodeletion turned off the call recorder will keep on recording calls until there is 10GB of available disk space remaining on the PC When there is 10GB of disk space remaining the call recording software will start to delete the oldest recorded calls that have been archived If archiving has not been configured th
5. NIVERGE NEC UNIVERGE SV8100 SL1000 SL1100 MyCalls Call Recorder Installation Manual ersion 1 5 Tor oense Table of Contents My GallS Call Recorde i caressed ates meses eden meee eS 3 Call CORGN IG LIC SIS NG ic ER ERR 4 Background On ISDN Gall RECOMMCTS cites occ uci enc o Oonn o eter Redes A R e fasaen debe e a Dune Piet 5 mice KR REM m 6 Compatibility Of Sense and MYC AG site re ls one Dioni No a e PED sette Ned e wees ED becake 7 Hates 11 21 qm E 8 Connecting The ISDN Call FReCOFGel sii roto t En ont La o EI etta a ele rit Erad ee buone 8 Connecting an Analogue Call reCOrder cccccccsseeeccccceeeeceecceeeseeececseaseceessaaueeeessaeeeeeessaaseeeesssaaaeeees 9 SIPS PUNK FRECONGIAG EN TO SLM 9 Installing the Call Recording Software elles nennen nennen nnne nnn nnns 10 Manually Installing the USB Drivel iiie ere Udo Pete e teas eo oues LO gau See eos esa ta dcos Em ets 20 GNO elc dic T 24 Configuring Recording of SIP Trunks cccccccccsseeeceeecaeeeeeeeceeeeeeeeesaeeeceeeesseueeeeesseeseeeessaaseeeesesaaess 25 Manually Pausing Recording Using DTMF Digits seeeeeseeeeseeeeeernnnennm nnn 27 Installing a License for Manual PauSing ccccccssssccccssececceeseeeceeueeeseeseeeceseeessseeessseesssaaeees 27 Configuring Manual Pausing the Feature in SQNSe ccccccccsseeeeeeeeaeeeeeeeceeeeeeeesaaaeeeeeeeaaaeeeees 27 Ato Deletion ore als dm m c r
6. 711 PEMA 10 05 2010 11 00 56 00 00 01 00 00 04 129 1 08454130885 01159695700 Incoming No Sip G 711 PEMA 10 05 2010 10 18 42 00 00 06 00 00 02 129 39 08454130885 01159695700 Incoming No Sip G 711 PEMA 10 05 2010 10 09 50 00 00 04 00 00 04 129 39 08454130885 01159695752 Outgoing No Sip G 711 PEMA 10 05 2010 10 09 37 00 00 03 00 00 02 129 39 08454130885 01159695700 Incoming No Sip G 711 PEMA Configuring Recording of SIP Trunks SIP trunk recording requires some configuration in Sense to allow the calls to be recorded In the Sense application click Tools Options and on the Special page in the network devices section select the network card connected to the port mirror The Mac Address of the selected network card will be displayed under the Network Devices Window Option FE Special Server Server More Client Client More VoIP Maximum SQL Server RAM MB 768 Audio destination folder C Program Files NEC CallRecorder D atas amp udio 2 Select the network devices ta record Multiple devices can be selected using the Ctrl key Network devices ee RHTL8158 8111 PCI E Gigabit Ethernet NIC Packet Scheduler Miniport Some changes apply only after restarting the recorder service a Cancel Once the network card has been selected click on the VoIP tab In the LAN box enter a LAN mask for the local network being used multiple entries should be separated by commas The default options for example 10 2
7. Archiving Scheduled archiving can be used to automate the archiving procedure To enable a scheduled archive select Schedule a Backup of all Un Backed up Calls and from the Schedule Task drop down menu choose how often the archive should run In the Start Time enter the date the schedule should run from and the time it should run at If any errors are encountered during the archiving procedure they will be reported in the audit login in MyCalls An email address can be entered so that when any errors are generated they can be emailed out to the backup administrator In order for the email notifications to work the Email Server Settings should be configured in the Configure System Settings Email Server menu Call Recording Backup Backup Call Recordings You can either back up all the calls in a specified date range or you can specifiy that the syster Backup Folder on Recording Server Backup Volume Name Maxin d backups dec08 e50 iw Schedule a Backup of all Un Backed up Calls Schedule T ask Start Time Backup all Calls between tF Start Date 12 12 2008 hd End Date 12 2 12 2008 Email address for scheduled backup failure notifications rhorsley neci co uk After setting up any scheduled backups click ok twice to save the new configuration Once a media is replaced it is good practice to change the backup volume name in the in the call recording configuration Exact Channel Mapping MyCalls uses a
8. Call Playback box to allow users to be able to export call check the Enable Export of Recordings and click OK to save any changes Assign the correct user role Users are people who in generally employed by the organisation By setting the users role you can restrict configuration modifications to the appropriate users Name Abbreviation User 1 Job Title User Role Group Email Address Drganisation Password Enable Real Time Statistics iw Enable for Hot Desking iw Enable Call Playback iw Enable Export of Recordings It is also possible to setup hierarchal type permissions to allow certain users to only playback calls from their group In the example below the highest level group is called group 1 and in that group there is a user call Supervisor The user supervisor can playback any calls from any calls associated to Group 2 and Group 3 The user Group 2 Supervisor can only playback calls in the group named group 2 The same principle applies to the user Group 3 Supervisor it can only playback calls for users in group 3 Configure Organisation Structure Organisation zm Group 1 User User 3 cm Group 2 1 User 1 Users are people who in ger f User 2 users it will be possible to re f Group 2 Supervisor This is very useful where af 43 Group 3 telephones User 3 Tasks A User 4 2 Group 3 Supervisor Edit User Configuration 2 Supervisor Use the Edit User Config m AI Users membership or user d
9. Destination Folder tO Q Collecting information Q Preparing installation Installing Finalizing installation e Collecting information Q Preparing installation Installing Finalizing installation Please select the desination Folder For the application E My Computer Eee HDD C Aa APPS E DIVTOOLS H E Documents and Settings 45 Intel E 4 MSOCache m oP PNP B 3 se Sensa 13 4 737 m WINDOWS Installation path C Program Flles NECINEC Recorder 46 299 KB 223 830 MB 223 784 MB Space Required Available Disk Space Remaining Disk Space Please select the Folder For the application s data and temporary oe if different from the Installation path ENGL EL My Documents E E My Computer E OS C eff DELL B Documents and Settings H E drivers H O 1386 E or Intel c B w WINDOWS 8 si OFFICE12 D ue ae The Audio Storage folder can then be selected this is the folder where the compressed and encrypted final audio files are stored Typically the audio storage folder can take up large amounts of disk space so if a separate disk has been made available for storing the audio files on it should be selected here y NEC Recorder InstallAware Wizard zz Audio Storage Folder Please select the Folder For storage of the calls iF different From the wi aa Sek Q Collecting information
10. Recorder Enter the access assword and modify the recording port or user name if necessary Finally click the Test fs Connection button to ensure the correct configuration details have been supplied The PBX fae may optionally be assigned to the recorder channels Recording Server Name Password MAMMA Recording Rules Playback Port Download Speed KBits sec s900 4 50000 7 Recording Backup In the Backup Folder on Recording Server enter the path and folder that the backups should be archived to Enter a name for the Volume of the backup Select the Start Date Time and End Date Time and click the Backup button to start the backup procedure Pee Call Recordings Nou can either back up all the calls in a specified date range or you can specifiy that the system should back up a CUEVAS Folder on Recording Server Backup Volume Name Maximum Volume Size MB E BACKUPS J anQs 1 000 E Schedule Task Daily r Backup all Calls between these D ates E very zd dav s Start Date Start Time 11 12 2008 00 00 00 E End Date End Time 11 12 2008 23 599 Bg a Backup If any errors are encountered during the backup they will be displayed in the MyCalls application A progress indicator will be displayed as the backup is carried out to abort the backup operation click cancel Call Recording Backup E Progress N Cancel Scheduled
11. account For alarms and notifications optional Finalizing installation To prevent the possibility of any potential problems with encryption on the tmp folder select Domain during the install By selecting this option the final audio files are always encrypted before they are available for playback Encryption on the tmp folder can be disabled manually details are available later in the manual At the License Agreement window read the license agreement To continue click I accept the license agreement and click next gt NEC Recorder InstallAware Wizard Q Collecting information Please review the license agreement below Preparing installation SOFTWARE LICENCE AGREEMENT Installing Retell Limited has developed its software program and related hardware and is willing to grant you a license to use the Software on the following terms and conditions Finalizing installation By downloading or using our Software you signify your agreement to the terms and conditions set out below to the exclusion of all other terms and conditions unless otherwise stated These terms and conditions should be read carefully as they govern the use of the Software distributed with these terms and conditions xj a4 ae T x ME Po 4 m I accept the license agreement Choose a folder where the Call recording software will be installed to and click next NEC Recorder InstallAware Wizard ye
12. best effort matching system to tag calls in the recorded calls database with calls in the MyCalls database In some circumstances MyCalls cannot guarantee to correctly match the correct call in the two databases In order to get around this problem Exact Channel Mapping can be used Exact Channel Mapping is recommended for sites that take a large number of calls on one particular DDI or where multiple Call Recording units are used Exact Channel Mapping works by each trunk number in MyCalls being mapped to its corresponding ISDN channel number Where multiple call recording units are being used each unit must be given a unique ID CSID Where exact channel mapping is used and configured correctly the match rate will be 10096 accurate If it is incorrectly setup all calls will be incorrectly matched Single PRI Unit When a single PRI unit is being used you need to assign a Unit ID Port number and Channel Number to a Trunk Number in MyCalls Unless multiple units are being used the unit ID will always be 0 The port number is always the same as the channel number With Primary Rate ISDN the Channel Numbers run sequentially from 0 29 channel 0 will be trunk 1 channel 1 will be trunk 2 and so on In MyCalls go to the Configure Telephone System Edit PBX and edit the Call Recorder configuration Recording Server Name Password PO Aa al Recording Rules Playback Port Download Speed KBits sec a800 50000 Recording Backup
13. command Customer Detect DTMF commands Detect DTMF sequences e g for stop and start recording lt DK Cancel SOC M Set to True to enable the feature or false to disable it commands The number of seconds between dialling the first and last digits to pause recording If the DTMF digits are spread over a longer interval the sequence will not be detected The max value is 15 seconds DTMF Detection interval seconds oet the maximum duration not to record in seconds When recording Restart recording has been paused it will automatically restart after this timer expires If timeout the value is set to O then recording will only restart when the start command is sent again This is the DTMF sequence to start recording again after it has been stopped Enter or and a digit s as required this action is recognised by a user on the PBX otart Recording command Agent This is the DTMF sequence to start recording again after it has been stopped Enter or and a digit s as required this action is recognised by the outside caller otart Recording command Customer otop Recording This is the DTMF sequence to stop recording Enter or and a digit s command Agent as required this action is recognised by a user on the PBX otop Recording This is the DTMF sequence to stop recording Enter or and a digit s command Customer as required this action is recognised by the outside caller T
14. has been correctly entered Click OK twice to save the call recording configuration If there is an error displayed saying there is a Database connection error this means that MyCalls can see the Sense database but can t login to it This is usually caused by the MyCalls service pack not being installed If you see this error check that MyCalls 3 0 0 0 SP1 or MyCalls 2 5 0 0 SP3 has been installed to the MyCalls server and any clients Retell Configuration E AN Database connection error Login failed for user sa Netlink and Call Recording When MyCalls is used with Netlink there needs to be the appropriate MyCalls licenses installed on the SV8100 A Netlink Node license should be installed for each remote Secondary system When Netlink is used over a number of remote sites and call recording is required a physical call recording unit will have to be installed at the remote site The call recorder and software would be installed as normal and then MyCalls has to be configured to be aware of the remote call recorder installation In the call recording configuration multiple recorders can be added to the list of installed call recorders Once all of the recorders have been added you can click the edit button and configure each call recording server In the Trunk Licensing section click on the drop down menu for each trunk and assign it to the appropriate call recorder Installed Call Recorders Add call recorder
15. in these locations Use the check boxes below to limit or expand the default search which includes local paths and removable media The best driver found will be installed Search removable media floppy CD ROM v Include this location in the search D C Don t search will choose the driver to install Choose this option to select the device driver from a list Windows does not guarantee that the driver you choose will be the best match for your hardware lt Back Next gt Cancel Browse to the folder with contains the USB driver The USB driver is contained in the bin Thesyscon folder underneath where the call recording software was install to The default location is C Program Files NEC NEC Recorder bin Thesyscon Cir 21x Select the folder that contains drivers For your hardware 5 MSXML 4 0 D MSXML 6 0 El C3 NEC O NEC Recorder El C3 bin O Fwd Ag D ol 3 redist DB Thesycon The folder location the driver will be installed from will be displayed At this point click next Found New Hardware Wizard E Please choose your search and installation options e Sy Search for the best driver in these locations Use the check boxes below to limit or expand the default search which includes local paths and removable media The best driver found will be installed Search removable media floppy CD ROM v Include this location in the search
16. name False Add prefix string to audio file name Add user name to audio file name False Audio file name attributes separator pes Audio folder on Windows Server False Compress calls True Keep audio file copies False Max encoders 8 Move audio file to final storage True On low disk space delete none archived calls False When to delete marked calls 0 On low disk space delete none archived calls Determines the recorder behavior when the disk limit is reached and there are no more archived calls to delete If TRUE oldest non archived calls will be deleted to clear disk space If FALSE the recorder will stop recording new calls z Cancel If the Auto Deletion is turned off then calls will have to be archived to prevent the hard disk from becoming full Full detail on how to carry out archiving using the MyCalls application is provided later in this manual Upgrading from Older versions of Call Recording Software To upgrade from Sense 2 3 4 737 to any other version you will just need to extract the new version of software that will be installed Without un installing the old version start the installer of the new version The software will be upgraded automatically using the existing file structure To upgrade from older versions of Sense i e pre 2 3 4 737 then you will need to remove the old software first In Control Panel Add and Remove Programs remove the existing Sense applications and then start the installation of the new
17. of IP addresses and masks which are part of the Telephone Service Provider TSP These are designated as Remote and help determine call direction E g 192 168 1 5 192 168 1 17 OK Cancel To apply the changes the call recording service has to be restarted this would mean that any calls that are currently being recorded will not be recorded If you click No then the changes will be saved but will not be applied until the service is restarted The service can be manually restarted from the File menu in Sense Restart Service Xx j Options saved The Recording Service must be restarted to apply the changes Restart now Manually Pausing Recording Using DTMF Digits Manual pausing of call recording using DTMF digits can be implemented on an ISDN call recording solution pausing isn t available on Analogue on SIP recording Pausing is a licensed feature and there is a separate license that will allow pausing from the PBX side and the outside caller The purpose of the feature is to allow sensitive information not to be recorded When enabled the feature will detect a defined sequence of DTMF and stop start recording during a call A time out value can also be configured so that if a recording is paused it will automatically start recording again after a set number of seconds When the DTMF stop or start commands are instigated both parties will hear the DTMF digits being sent to line Whilst the recording is in a stopped state
18. the system true netnm inf present on the system true nmnt sys present on the system true Nullsoft Install System v2 45 At the collecting information screen select Install Server and Client and click Next NEC Recorder InstallAware Wizard r fy Collecting Information Select the components Jan want to install Q Collecting information HEE EERE EEE EE EEE EE EERE EERE EEE EE EEE EEE EEE EEE EEE EEE Preparing installation oO Install Client Only Installing Finalizing installation On the next step of the installation wizard there are two options to choose from workgroup or domain When live calls are being recorded they are placed in a folder called the tmp folder on the call recording server Encryption can be enabled on this folder so that while calls are stored in the tmp folder they are encrypted If the PC is part of a Windows Domain then the EFS certificate issued to the tmp folder can either become randomly invalid or after 3 years of being issued expire During the install if you select Workgroup then encryption of the tmp folder will be enabled By selecting Domain encryption on the tmp folder will be disabled gt NEC Recorder InstallAware Wizard 6 Collecting Information Q Collecting information The PC you are installing on is part of a Workgroup or part of a Domain network Preparing installation C Workgroup C Domain Installin Enter an email
19. will allow the SIP trunk information to be recorded and stored on the call recording server Once a call has finished it is compressed encrypted and stored ready for playback MyCalls Call Recorder gives users the ability to find and playback these recorded calls using the MyCalls application MyCalls version 3 and above has different licensable options that are available for call recording P Commands SMDR LI 1 S19 i PRI E Call Recorder MyCalls PC USB Lead E ML aa MyCalls Hecorded Calls Database Database This manual covers the procedure for installing MyCalls call recorder on the SV8100 PBX and the SL series PBX The installation procedure is the same for both PBX s but the SL series PBX does not have Primary rate call recording available Call Recording Licensing MyCalls Call Recorder requires MyCalls Call Manager or above to work The MyCalls licenses and the call recording license should be installed on the SV8100 SL and read from the SV8100 SL using the license manager The license will have to be registered once it has been read from the SV8100 SL further details on licensing are available in the MyCalls installation manual The call recording licensing options can be reviewed once the license has been installed in MyCalls in the Help About screen in the MyCalls application License Details Call Playback Yes Call Playback Users 8 Call Playback Digital Trunks 40 Call Playback Analo
20. 55 255 255 will cover all devices on a 10 x x x network 192 168 1 255 would cover all devices on a 192 168 1 x network Also in the LAN box enter the public IP address of the internet connection used by the IP trunks This is usually the Public IP Address of the router connected to the internet or the device configured as the NAPT router In the TSP Gateways box enter the IP address of the SV8100 SL and the IP address of the SIP carrier separate entries with a comma The call recording software will use these IP addresses to determine the direction of the calls In the example below the port mirror is connected to a network card in the PC using the following network configuration IP Address 10 0 0 10 Subnet 255 0 0 0 Default Gateway 10 0 0 1 Using a LAN Mask of 10 255 255 255 will allow communication from an address using a 10 x x x address The public address that the internet connection is using is 91 85 64 251 The IP address of the SV8100 SL in this setup is 10 0 0 100 and SIP carriers address is 81 200 220 123 These are the two IP entries in the TSP Gateway box After making any changes click the save button Special Server Server More Client Client More VoIP Expand to see the plug in options Allowed IP Ranges Allowed Mac address Blocked IP Ranges Enable nat call matching True LAN 10 255 255 255 91 85 64 251 Record ATP calls False TSP gateways 10 0 0 100 81 200 220 123 TSP gateways A CSV list
21. Archive Port 3802 E Test Connection Trunk Mappings Trunk a Unit ID Port Channel Trunk Type Digital a Click the Assign button next to trunk 1 and assign Unit ID to port 0 and channel 1 Edit Trunk Mappings J xi Edit trunk Mappings A trunk must he assigned to the correct Retell Unit Part and Channel The assignment is essential to ensure thatthe correct recordings are played back Trunk Unit ID Fort Channel Configure all the trunks as required and click OK to save the changes to the recorder configuration then OK to save the changes to the PBX configuration Once configured you should make a call on each trunk to make sure the exact Channel Mapping is working as expected Single BRI Unit The same concept applies to Basic rate with a single BRI unit to assign a Unit ID Port number and Channel Number to a Trunk Number in MyCalls Unless multiple units are being used the unit ID will always be 0 The port number is always the same as the channel number With Basic Rate ISDN the Channel Numbers run sequentially from 0 7 channel O will be trunk 1 channel 1 will be trunk 2 and so on V8100 SL Trunk Unit ID Port ISDN Channel MEL aid Single Analoque Unit Assuming the trunk numbers run sequentially from 1 8 then the channel mapping would be configured as follows SIP Trunk Call Recording In order to use channel mapping with SIP Trunk call recording you must have SV8100 R4 software or
22. C MyCalls instructs the call recording software to perform a backup Archiving to a Networked Location Its possible to perform archiving to a network location accessible via a UNC on the Sense Server This will allows calls to be archived to a central server that could already be backed up as part of a another backup routine This works in a Windows Domain environment and Sense has to be configured with the Domain name user name and password that has access to the UNC These credentials should be entered in Tools Options Server in the Archiving section When the archive begins these credentials are used to connect to the UNC Archive account domain name rhtest Archive account password Password 1 Archive account user name administrator Archive media required free space 7 ZU Keep restored calls duration days Fi Ed Audio post processing Bl Database Only UNC s are supported and not mapped drives After saving the settings the Recording Service will have to be restarted Backup Folder The backup folder is the location from the call recording server that archives will be carried out to This will be either the local folder accessible on the call recording server or the UNC of the PC that the calls will be archived to The two example below show a local folder on the call recording server E BACKUPS and a UNC SERVER BACKUP Call Recording Backup Call Recording Backup Backup Call Recordings Backup Ca
23. MEDI UEM RR Eee eT 48 SNJEANAOJUS UM aes access ae head ete a a 48 SIP TUNK Gall Recording 3a carina atten a esas fto re oi Sobe cee eee ee 48 MUUDE Becr Rt rm 49 Multiple PRL ININS s ccios Guiet ns edad aR edens a blague daos Visage dear a Gifted Lodovs a begu Amat iin he 50 Multiple Analogue BRI UNIS reisais i rode bag rie Uo aub e CR to Vdotlona Gafas dat vs Roi duo a tbv dedu ve 52 Firmware on the Call Recording BOX ccccsccccceseeeceeeeeceeeeeseeeesseeseeseesessaeeesaeeeeas 53 Checking The Firmware Version ccccccsseseceeceseeeeceeecaeeeeeeeeceeeeeeeeeseeaceseeseaeeeeessaaeseeeessaaeeeeesesaaess 53 Upgrading the Firmware ccccccccccccssecceceecceceeececeausceeceeeeeeceeeeceseeeeceessaeeesseueeeeseaeeeessaeeessaeeeesaaes 54 MyCalls Call Recorder MyCalls Call Recorder gives you the ability to record and playback trunk calls made on an SV8100 SL Series PBX The call recording software can record ISDN SIP and analogue trunk calls For ISDN calls a recording unit is placed between the Network Termination Equipment NTE and the physical card in the PBX There is a USB lead on the call recording unit that is connected to a PC As calls pass through the call recording unit they are streamed onto the PC and stored in a database SIP trunk calls are recorded by connecting a mirrored port carrying SIP traffic to a network card in the call recording server The SIP trunk information presented by the mirrored port
24. Q Preparing installation Desktop EL My Documents E E My Computer E ae OS C Installing Finalizing installation B Documents and Settings H E drivers H 0 1386 d O Intel E 5 9 WINDOWS i EE OFFICE12 D At the backup folder prompt click next This is a feature of the call recording software that is not used With MyCalls Call Recorder backups and archiving are carried out through the MyCalls application not the call recording software NEC Recorder InstallAware Wizard Backup Folder Please select the backup folder For the application m Q Collecting information Q Preparing installation Installing Finalizing installation Space Required 6 882 KB Available Disk Space 0 bytes Remaining Disk Space 7 047 517 bytes At the SQL Server Root Folder screen choose which folder the back end MyCalls database will be installed to This folder is just where the Call Recording database sits not where the audio files for the recorded calls are stored Select the folder as required and click next NEC Recorder InstallAware Wizard 6 SQL Server Root Folder Please select the root folder for SQL Server installtion The database will be installed under root Folder AMicrosoft SQL Server Q Collecting information s HDD C H APPS fy DIVTOOLS H E Documents and Settings H E Intel Ej MSOCache Hj PNP a Program Fil
25. RE EEE EERE EEE EEE EE EEE EEE Ee EEE EEE EEE Eee EEE ETH PPP rrr v For Fast searching allow Indexing Service to index this folder Compress or Encrypt attributes Compress contents to save disk space Iv Encrypt contents to secure data Details Keeping Calls for a Fixed Period Some businesses may only want to keep call recordings for a fixed period of time i e one month or 1 year This option can be configured in the Sense application under the Archive Scheduled Archives menu WARNING Calls that are deleted by the scheduler are permanently deleted from the call recording server Once deleted the will not be available for call playback even if they have been archived y Scheduled archives a Archived at Calls Starting CallsEnding Repeat Database Refresh Add Edit Delete Add Deletion Click Add Deletion and you are able to create a schedule to keep the number of days of call recordings as required In the first line enter the number of days of recording you want to keep In the schedule date enter the first time the schedule should be run and the time it should be run at In the repeat section select how often it is run My seneduier x Set a scheduled deletion of calls older then the following days 3n Schedule Date Repeat No repeat 22 02 2011 23 00 C Every E0 Minutes Every i Days C Once a week C Once a month Connected The example shown abo
26. above installed on the SV8100 Slightly different to the way channel mapping works on ISDN recording when a call SIP call is made the trunk number that the call is made on is stored in the Sense database MyCalls can then match calls using the trunk number is was made on SIP calls always has a fixed Unit ID of 129 that cant be changed If many SIP trunks are connected to one call recording PC then then unit ID will always be 129 and the Port and Channel will always be the same as the trunk number Some examples are shown below V8100 SL Trunk Unit ID Channel Number EU LLL PERENNEM 50 1129 140 140 Multiple Units When using multiple units the same concept applies to the Channel Mapping for each trunk on the PBX The only difference is each Call Recording unit must be given a unique ID this would usually be 0 1 2 or 3 as applicable By default each unit comes with unit ID O The following procedure describes how to change the ID of a Call Recording unit is 2 e E Program Files Telephone Recorder bin vps exe SE Unplug the USB leads for all Call Recording units and plug in the unit that you want to set the ID on Leaving the lines connected through the TAP connector disconnect the In and Out connectors from the front of the call recording unit Browse into the Sense installation folder and then into the BIN sub folder In there double click the Stop Service short
27. alls If you are installing on Windows Vista or Windows 7 you may get a prompt in a window titled User Account Control To allow the installation to continue click yes when prompted At the beginning of the install if you are prompted to install a Hotfix for Windows Media Encoder click yes to install the Hotfix LLUEISIETTAK ERE Ea File Edt View Favorites Tools Help Address C C Sense2 3 8 971 File and Folder Tasks Y Client zw HDD C LJ Server L My Documents Shared Documents iY My Computer My Network Places data autorun Setup Information 1 KB CallRecorder Windows Installer Package 283 KB A CallRecorder QU mia RES File FF LIB File 5 9 985 KB HE 566 KB The installation will begin click next to continue CallRecorder Call Recorder Main Installation Retell gt NEC Recorder InstallAware Wizard 6 Welcome to NEC Recorder Setup Q Collecting information Welcome to NEC Recorder Setup Preparing installation This Wizard will install NEC Recorder on this computer Please click Next Installing to continue Finalizing installation The installation may take up to 15 minutes It is recommended that you power up the NEC Recorder Recorder Box and connect its USB port to this PC before you continue If the Found New Hardware Wizard comes up please click Cancel There are some prerequisites that have to be met before the installation can beg
28. by the call recording software to view recorded calls Choose which folder the client should be installed to and click next NEC Calls InstallAware Wizard f alzi T Client Folder Q Collecting information Please select the desination Folder For the client E O Microsoft Works H E Microsoft NET H Movie Maker H E MSBuild H MSN a H O MSN Gaming Zone E MSXML 4 0 H E MSXML 6 0 Ei NEC CallRecorder Q Preparing installation Installing Finalizing installation Folder path c Program Files NEC CallRecorder client Space Required 4 279 KB Available Disk Space 223 665 MB Remaining Disk Space 223 661 MB e After the client installation has completed the Options screen will be displayed Click cancel to allow the installation to finish The options can be configured at a later time Options LLLI Special Server Server More Client Client More VoIP Maximum SQL Server RAM MB 768 Audio destination folder C Program Files NE C CallRecordersD atas amp udio 2 Select the network devices to record Multiple devices can be selected using the Ctrl key Network devices Realtek RTL8158 8111 PCI E Gigabit Ethernet NIC Packet Scheduler Miniport Mac Address IVR Messages Welcome message Ic Program Files NEC CallRecorder Data lvriwelcomeMessage Record Recording started Ic Program Files NEC CallRecorder Data lvr startRecording w R
29. calls can be archived to free up space from the PC There must be an available USB port for each call recorder that will be connected to the PC The USB ports that the call recording units connect to must be USB 2 Ports and not USB 1 1 USB web cams or USB video devices should not be connected to the same USB controller as the call recording units Additional USB controller cards can be installed if required Compatibility of Sense and MyCalls Sense 2 6 2 uses a stronger more complex SA password that is different to what was in previous versions of Sense The password previously used was a weaker password and could potentially halt the installation package if a password policy had been implemented on the PC sense was being installed on to MyCalls has to be aware of this password for when it is playing back calls from the sense database If a site is upgraded from an older version of Sense to 2 6 2 then it will keep on using the same weaker SA password as before For that reason Sense 2 6 2 can only be used with MyCalls 2 5 and above for versions 2 5 and 3 0 service packs have to be installed in order for MyCalls to use the strong password For MyCalls 2 5 service pack 3 or above should be installed and for MyCalls 3 0 service pack 1 or above should be used The services packs must be applied to the MyCalls server and client MyCalls 2 5 SP3 and 3 0 SP1 are both compatible with the strong and weak passwords so can be used with any version o
30. cm 29 Upgrading from Older versions of Call Recording Software ccccccsseeeeeeeeeeseeeeeeeaeeeeeeeeseeneeeeeeeas 29 Disabling Encryption on the TMP Folder eeesseeseseeseeeeneeen nennen nnn nnns 30 Keeping Calls fora Fixed Period tait toe an Ee c ccrte n eite e i Pl e Ee esie tese cd 31 Meri 3ereqeljrzhle ame E 32 Neunk and oall Heeordifigs stus EE ends See ee abe ig Sea tum er al a idu m EU TEbe LOS ua Mu D hetetu ECCE 36 Contiguring Gall Recording Rules i1 ti tect ve tecu at aloe a puce na ap ate un Dac edis Utevt Uns aD ue dud 37 Call playback users and groups odios atus Exc Ua ve vtecu at caedes Utcu bun ced sa ap Ate dun euo a les utet Uns ta P uuu STE 38 PIA dRrogerziei dori H OR 40 Archiving Recorded Ere etecT 41 Local AFCON educate atria TT 41 Archiving doa Nemworked LOCAION ae d duoi es EU OE DD eeu a die oo de e E QUod vue supr uc uo dee a ves e QU pd ON Rn 42 sz 4B 6 FOICE ive rd mI NEP 42 VoOIUne INSITIGS unii ue us EDU dE CPU Lu a VEM UE DUIS E Ve E EE O PLUR TU pLV CE EM VO DR RE Wanders 43 Manual Call Recording Archiving Using MyCalls eseseeeeeeseeeeeeennreennn nnn 44 Scheduled 24 er 91 h a Gesi E TT DU E 45 Exact ohanmeb M ODDIFEIO eoeausrotestesotus us cvmd es aues us Eu est eus Spot ursus Uc 6 us s Us OP D Usus Ur esas 46 Single PRI aseo me ter rr arant ne eed tc ee eee ee eee eee ne eee icu eL eee 46 nale Bru Pb datori ets ricer a a vee EEG MSIE
31. cut A black window will appear and then automatically close down when the service is stopped In the BIN folder double click on the VPS application to view the current CSID type in show and press enter System E citt SignallingMode CH passive 1 active 2 Li trans 3 L2 Carns 10 11 AudioMode Interf aceT ype IsdnProtocol RUSTEL 13 QSig gt EncodingIT ype Watchdog CSID passive 1 active gt ci BRI 2 PRI gt lt 1 D5S51 3 Ni amp H2 5 SESS Jh 9 i ALaw 2 uLaw A off 1 one n Hardawre Revu Firmvare Rey LineMode MonitorGain amp dh CRGA Receive Impedance Io ee Ot Re eT S db 1 22dh gt CRHC4 is OFF 1 CHC4 is OH Internal 1 External gt ocroll up in the Windows looking under the system information and look at the line starting 106 The value to the right is the current CSID To change the CSID type set 106 n where n is the ID you wish to assign to the unit Type store to save the new CSID in the unit In order for the new ID to become active the unit has to be rebooted To reboot the unit either type reset and press enter or re power the unit While the unit powers up again reconnect the In and Out sockets on the front of the call recording unit Repeat this procedure for each call recording unit that you need to configure When finished plug i
32. d to be supplied A version of firmware March 2011 2 6 2 containing a license for the DTMF pausing feature will be made available once the order has been processed The firmware file including the license will be sent via email The firmware will need installing on the call recording box see Firmware on the Call Hecording Box for further details Should you experience an issue installing the license please contact your reseller for techncial support Configuring Manual Pausing the Feature in Sense To configure the pausing feature in Sense you will need to login to the Sense application Dae TTT xi Mise From Loginto 127001 Verris A Commet te E User admin Calls Quick Password eeeeeeeceecee Min bas By using this software you agree to these terms and conditions Showing C Enter Cancel In the Sense application select the tools options menu and then click the Server tab and scroll down to the PCI Compliance section Set the Detect DIMF command option to true this will enable the feature The other options can be set as required any DTMF digits must be preceeded with a or a details of each option are in the table below E PCI Compliance Detect DTMF commands True X DTMF detection interval seconds 10 Restart recording timeout 20 Start Recording command Agent tt Start Recording command Customer Stop Recording command Agent 2 Stop Recording
33. e ll Unassigned Add new trunk Cancel Private Wi i To enable MyCalls to playback recorded calls run the MyCalls application if you have any users configured you must login to the application as a PBX administrator From the menu click Configure Telephone system select the PBX you are configuring recording select Call Recording and click Edit Call Recorder Configuration In the Edit Call Recorders window click Add Call Recorder By adding a recorder you are telling MyCalls about a PC that is running the call recording software That PC can have several recorders attached to it Edit Call Recorders Edit Call Recorders To edit an individual call recorder click the edit button for that call recorder Installed Call Recorders Add call recorder Delete call recorder Select Retell from the drop down menu and enter a meaningful name for the recorder then click ok Call Recorder Configuration E specify the Call Recorder Type Hefore the configuration for a call recorder can take place the type of call recorder needs to be specified Name Call Recorder Type Head Office Retell The call recorder will be listed in the Installed Call Recorder section In the lower Trunk Licensing section click the Call Recorder field next to each trunk and select the call recorder that will be associated with that trunk To license each trunk for call recording you will need to enable the check box in th
34. e March 2011 2 6 2 for the DTMF pausing feature then this can be installed using the instructions below Checking The Firmware Version To establish what firmware a recorder is running on the call recording server the locate the bin folder and double click the Stop Service icon a black window will appear and then close down Now double click the vps exe icon a black window will appear and the firmware version is displayed in the lower section of the vps window Note On a Windows 7 Operating system you have to right click the Stop Service icon and select Run as Administrator c C Program Files NEC CaliRecorder bin vps exe Info cmainUpsrThread started Info OL DLL initialized API version 323 devices found OL devices found out of B Registry key activateRingBuffer not found using default DLL PROCESS ATTACH Csflpi dll loaded Info Scanning for attached USB devices Info Device U Vendor UxHB62 Product 4UxHH58 Serial S2608PRI Info CS found Info Bandwidth total 48080808 consuned 460080 Info PnP notifications started Info CS API version 2 2 0 428 27082008 Info NCS started info iverMsqPumplihread thread started Info cshttpListennerlhread thread started Thread thread started CS A versioi Jul 30 2009 3 36 58 84 He oo 4 32 11 3 3 124 f amp hou ld be 4 If the firmware version is from any date in 2008 then there is an extra step required to perform the upgrade If there are m
35. e licensed column To check or change the trunk type click Configure Telephone System PBX s PBX Devices Trunks Create or Edit Any trunks that are not licensed will not be recorded Installed Call Recorders Exported Call Recording Files Default Filename Prefix 4Date _ Time _ Number _ User H ead Office Default Format Microsoft WAY M Add call recorder Delete call recorder Enable Transfer Leg Navigation Trunk Licensing Remaining Licenses Digital 3 Analog D IP Call Recorder Licensed i Head Offic iz Digital Head Office Digital Head ffice Digital Head Office Digital Head Office 0 S Cancel Once the trunk licensing is configured click the edit button next to the recorder that was added in Installed Call Recorders Enter the name of the PC that has the call recording software installed and click Test Connection Recording Server Hame Password recorder SER Recording Rules Playback Port Download Speed KBits sec 9800 50000 Recording Backup Archive Port 5802 ES Test Connectian Trunk Mappings Trunk a Unit ID Port Channel Trunk Type Digital If the test is successful then MyCalls can communicate with the call recording database Click ok to clear down the message Retell Configuration i e m The database connection was successfully tested If playback does not work make sure that the Password
36. ecord Recording stopped Ic Program Files NEC CallRecorder Data lvristopRecording we Record Click finish when the installation has completed 4 NEC Recorder InstallAware Wizard E loj x 6 NEC Recorder Setup Complete Q Collecting information Q Preparing installation Q Installing Q Finalizing installation Now the installation has completed calls will be recorded and stored in the call recording database If the PRI BRI Analogue boxes are being used and the USB leads were connected to the call recorder before the software was installed then the USB drivers will have been installed automatically To check that the devices are installed correctly look in device manager and under USB NEC Recorder make sure there is an entry for each unit that is connected L3 Computer Management FE j xj im File Action view Window Help e amp im amp m Computer Management Lacal Network adapters System Tools a Ports COM amp LPT amp ga Event Viewer FR Processors e Shared Folders H D Sound video and game controllers E E Local Users and Groups H System devices 44 Performance Logs and Ale H Universal Serial Bus controllers e 2 Device Manager J USB NEC Recorder EST Storage NEC Call Recording T n NEC Call Recording Manually Installing the USB Driver To install the driver manually for call recording unit first connect the USB lead from the call recording unit to the PC T
37. efin For the Hierarchal user structure to work correctly the users must be assigned to extensions To assign a user to an extension go to configure telephone system and edit an extension Edit Extensions Number Name Enable Statistics ed and assigned to a defined user to help others he extension type reports on specific types of the ex tensi sion is an AutoAttendant Voice Mail or setting a voice mail timeout will cause any incoming for ees tha nthe voice mail timeoutto be marked PBX Code Lo Head Office 200 iw Enable Real Time Statistics Name Default User EXT 200 None Select Click the select button to choose a user You can begin to type in the user name to lookup and names stored in the MyCalls database Select the user and click OK Select User Type part of a user name here Selected user Playing back calls From the view menu select Call Records View By default the call records view will display the last 50 calls for the current day Calls that have been recorded will show a speaker icon meaning they have been recorded To play a call that has been recorded double click the speaker icon on the call record 14 01 2011 00 00 14 01 2011 23 Drag a column header here to group by that column Date Time From Device To Device Number User Location Abbr af 14701 2011 16 09 200 EXT 200 032 Line 032 0800500005 User 1 Freephone UK only Ou
38. en to backing up recorded calls Details on how to backup recorded call are provided later in the manual For optimum performance of call recording the operating system of the PC and Sense should be installed on different drives Minimum Hardware Specification MyCalls and Sense on the Same PC Intel Dual Core 2 0GHz Processor 3GB RAM Min 500GB of available Hard Disk Space MyCalls and Sense can only be on the same if less than 30 channels are being recorded Minimum Hardware Specification Sense Only Upto 60 chanells being recorded Intel Dual Core 2 0GHz Processor 3GB RAM Min 1TB of available Hard Disk Space Minimum Hardware Specification Sense Only Up to 120 chanells being recorded Intel Quad Core Processor 8GB RAM Min 1TB of available Hard Disk Space Operating systems Windows XP Pro min SP2 32 BIT only Windows Server 2003 SP2 32 BIT only Windows Vista Business Ultimate and Enterprise 32 BIT only Windows 7 Professional Ultimate and Enterprise 32 and 64 BIT Windows Server 2008 R2 64 BIT A sound card and speakers are required for call playback Note although MyCalls is supported on Terminal Services and Hyper V the call recording software is not Call playback using a MyCalls client is not supported in a thin client environment 1GB of disk space will store approximately 100 hours of call recordings depending on requirements it may be necessary to increase the available disk space in the PC Recorded
39. en when the PC gets down to 2GB of space remaining it will stop recording Archiving can be carried out to either a local area on the call recording server or to a UNC Network Path that is accessible from the call recording server If configured MyCalls can inform you via an email if the backup ever fails Should a user attempt to playback a call that has been archived and subsequently deleted MyCalls will prompt for the media that it was archived on to the be inserted Archives can be run either manually or can be scheduled to run automatically Archiving is configured in MyCalls Configure Telephone System Call Recording Edit Call Recorders gt Click Edit against the Call Recorder name gt Recording Backup Local Archiving Different types of media can be used for calls to be archived on to The media used to archive on to should be local to the PC that is running Sense So long as the operating system can access the drive and perform a copy and paste to the archive drive the archive procedure should work fine The purpose of these archives is to stop the hard disk from running out of space As part of a disaster recovery type situation a backup of these archives should be made and stored in a suitably secure location Overview DVD RAM Needs to have a DVD RAM drive installed Single sided DVD RAM disks can store up to 4 7GB of data so ideal for lower call volume Once the disk has been removed from the PC it can be safely s
40. es H E Sense2 3 4 737 Q Preparing installation Installing Finalizing installation H E WINDOWS i mim H o i m S x e Folder path C Program Files Space Required 46 299 KB Available Disk Space 224 295 MB Remaining Disk Space 224 250 MB During the install if an USB box is connected to the call recording server the USB driver will be installed On Windows Vista and Windows 7 you will be prompted to allow the driver to be installed when you see the window below click OK On other operating systems the driver is installed silently without the need for any interaction Call Recorder Installer Call Recorder installer notification If after closing this message Windows displays the message Windows can t verify the publisher of this driver software You should select the option Install this driver software anyway At the Windows Security prompt select install this driver software anyway Don t install this driver software You should check your manufacturer s website for updated driver software for your device Install this driver software anyway Only install driver software obtained from your manufacturer s website or disc Unsigned software from other sources may harm your computer or steal information v See details After the Call Recording Software has been installed the call recording client has to be installed The client is the application that is used
41. f Sense Installation Connecting The ISDN Call Recorder The call recording unit can be rack mounted free standing or mounted in a CD ROM bay of a PC The patch leads connecting through the tap connector should each be no longer than 5 metres in length The USB lead supplied with the call recording unit is 1 metre in length This will mean the call recording until and PC will have to be situated near each other The ISDN lines are connected from the NTE into the tap connector supplied with the call recording unit A cable should then run from the other socket on the tap connector to the ISDN card in the PBX Once both are connected calls will be able to pass through the tap connector There are different types of tap connectors one for BRI and one for PRI The PRI is black and the BRI is white both are clearly labelled and can only be used on their respective call recorder Once the lines are connected through the tap connector the other two cables labelled in and out should be connected to the front of the call recording unit accordingly Securely connect the supplied power adapter to the call recording unit and firmly connect the supplied USB lead to the rear of the call recording unit Connect the USB lead to the PC until before installing the call recording software If the operating system starts the new hardware found wizard click cancel Tap Connector Call Recorder Connecting an Analogue Call recorder The Analogue call
42. g Trunks 0 Call Playback IP Trunks 0 Warning This computer program is protected by copyright law and international treaties Unauthorized reproduction or distribution of this program or any portion of it my result in severe civil and criminal penalties and will be prosecuted to the maximum extent possible under the law Included with the MyCalls Call Recorder comes the standard player Two further licenses can be purchased to enable more features details features are shown below Volume Balance Playback Single Call Bulk Call TENGO Recording Recording Display Enhanced and Audit 2 1 MyCalls Enhanced Player is part number EU100021 for SV8100 and EU300025 for SL Series License Code 7152 2 MyCalls Call Playback Auditing is part number EU100022 for SV8100 and EU300026 for SL Series License Code 7153 This license requires the enhanced player to be installed There is a separate licensable option for the call recording unit that allows recording to be paused using DTMF tones This license has to be installed on the physical call recording box and isn t visible in the MyCalls application Background on ISDN Call Recorders There are two types of ISDN call recorders that are available a USB 1 1 unit and a USB 2 unit The instructions in this manual are for the USB 2 Unit for information about the USB 1 unit refer to the SV8100 MyCalls v1 installation manual It is not possible to use a mixture of USB 1 a
43. he found New Hardware Wizard will start Select No not this time and click next Found New Hardware Wizard Welcome to the Found New Hardware Wizard Windows will search for current and updated software by looking on your computer on the hardware installation CD or on the Windows Update Web site with your permission LEER E EERE EERE EE EERE EERE EERE EEE EERE EEE EEE EEE EEE EEE reer eee ee Per er Can Windows connect to Windows Update to search for software Yes this time only Yes now and every time connect a device C No not this time Click Next to continue Cancel Select install from a list or specific location Advanced and click next Found New Hardware Wizard This wizard helps you install software for NEC Call Recording Ce If your hardware came with an installation CD lt 4 or floppy disk insert it now What do you want the wizard to do Install the software automatically Recommended SEER EEE EERE EERE EERE EEE EEE E EERE EEE EEE EEE EERE EERE EERE EEE EE EEE EEE EEE EEE EEE EEE EEE TEE E EEE EE e HH SEER EERE EEE EERE EEE EEE EEE EEE EEE EERE EEE EEE EEE EERE EE EE EERE EERE EEE EEE EEE EEE EEE EERSTE EEE EEE EEE EEE eee EHH Click Next to continue lt Back Cancel Select Include this location in the search and click browse Found New Hardware Wizard Please choose your search and installation options ee Sy Search for the best driver
44. in If the Windows Installer 4 5 is installed during the installation then the PC may need to be restarted before you can continue 4p NEC Recorder InstallAware Wizard 6 NEC Recorder Pre Requisites Q Collecting information Your system lacks the following pre requisites required to install NEC Recorder Preparing installation Installing Finalizing installation Microsoft Windows Installer 4 5 Microsoft NET Framework 3 5 Service Pack 1 Microsoft SQL Server Express Click Next to install the required pre requisites Setup will resume once the required pre requisites have been installed successfully WinPcap is installed during the installation of the call recording software This is a component of the SIP recording software WinPcap 4 1 1 Setup uu gt WinPcap 4 1 1 Installer m cap Welcome to the WinPcap 4 1 1 Installation Wizard This product is brought to you by CACE TECHNOLOGIES Packet Capturing and Network Analysis Solutions Nullsoft Install System v2 45 Complete the installation wizard for WinPcap and then the Sense installation will continue S WinPcap 4 1 1 Setup Installation options m ca P Please review the Following options before installing WinPcap 4 1 1 v Automatically start the WinPcap driver at boot time System Information Operating system detected on registry Windows XP x86 True operating system kernel dll Windows XP x86 npptools dll present on
45. l grow to before its name is changed For example the settings show in the screenshot below would firstly backup to e backups Jan08 0000 once the folder jan08 0000 reached a size of 1000MB another folder would be created called eAbackupsMan08 0001 and this process will keep incrementing every time the folder reaches 1000MB in size The purpose of this is to stop the number of files contained in the volumes becoming too high Call Recording Backup Backup Call Recordings You can either back up all the calls in a specified date range or you can specifiy that the system should back ur Backup Folder on Recording Server Backup Volume Name Maximum Volume Size E ABACKUPS Jan08 fi 000 E Schedule a Backup of all Un Backed up Calls Schedule T ask Start Time D aily M 31 01 2006 00 00 00 v schedule ask Daly Backup all Calls between these Dates Every dafs Start Date Start Time 11 212 2008 v 00 00 00 E End Date End Time 11 12 2008 v 23 59 59 Bac Manual Call Recording Archiving Using MyCalls A manual archive can be instigated using the MyCalls backup facility From the Configure Telephone System PBX select Call Recording and edit the call recorder configuration From the call recorder configuration screen click the Recording Backup button Retell Voice Recorder Configuration 2 xj Retell Voice Recorder dus machine name or IP address ofthe Retell Voice
46. ll Recordings You can either back up all the calls in a You can either back up all the calls in a s Backup Folder on Recording Server Backup Folder on Recording Server E ABACKUPS WSERVERIBACKUP Schedule a Backup of all Un Backed up Cal Schedule a Backup of all Un Backed up Cal Schedule T ask Start Time Schedule T ask Start Time Daily E Daily M Schedule Task Daily Schedule Task Daily Every 24 day s Every Dh dais Volume Names When archives are configured to run a backup volume name has to be entered This backup volume name is appended to the backup folder name that is specified If an archive was carried out for example for all call recordings in August 2008 then the volume name for that backup should be identified as something like AugO8 The media that is used should be labelled as volume Aug08 Ifa call that is archived on to this media and had been deleted from the Sense PC and a user requests to play it MyCalls will prompt for the media Aug08 to be inserted When an archive media becomes full it should be removed from the Sense PC The administrator should then get the new media ready and decide on the new volume name The volume name should be changed in the Backup Volume Name section of the Backup Call Recordings configuration page The media should be the labelled with the new name and inserted in the Sense PC The Maximum Volume Size can also be configured the Maximum Volume Size is the size a volume wil
47. n all the units and double click the Start Service shortcut in the BIN folder Multiple PRI Units A maximum of 4 PRI units can be installed with MCCR Each unit must be given a unique CSID s from 0 3 This example assumes the PBX has 4 primary rate cards installed with the trunk numbers running sequentially from 1 120 SV8100 SL Trunk LEM i O 7 r r r r r r r 7 r o i Eia ttk tithnLi BONN D MEME iT A5 RR A6 e DE BGaP Ce 19 5 0 1 2 3 4 5 6 7 8 9 0 1 2 3 4 5 6 T7 8 9 0 1 2 3 4 5 6 7 8 9 0 1 2 3 4 5 6 7 8 9 0 1 Multiple Analoque BHI Units A maximum of 6 BRI or 6 Analogue units can be installed with MCCR Each unit must be given a unique CSID s from 0 5 This example is for the first 3 units and it assumes that the trunk numbers running sequentially from 1 24 SV8100 SL Trunk ti Fee NE h O zz JI WINI CO CO OO H OD O1 Firmware on the Call Recording Box Sense requires the correct level of firmware to be installed on the call recording unit Sense 2 4 1 is only compatible with Firmware June 2010 2 4 1 Sense 2 6 2 is compatible with Firmware June 2010 2 4 1 and March 2011 2 6 2 If the firmware running on the box is older than June 2010 then it should be upgraded to firmware June 2010 2 4 1 The firmware is available to download from ftp ftp neci co uk mycalls sense If you have been issued firmwar
48. ncel Showing D of 0 rec CH Local Remote Dire When logged into Sense you will see a list of calls that have been recorded and some details about the calls To playback a call using Sense double click on the call from the list and it will be played back This is usually done using the MyCalls interface but it maybe neccesary to review the call list in Sense to confirm call recording is working as expected Its important to establish with SIP calls that the direction of the call is correct SIP calls can be identified as being listed with Box number 129 and as having a comment stating the codec used for the call If the direction of SIP calls show incorrectly then it may be necessary to review the VoIP call recording configuration Its possible to make calls and click the refresh button in Sense this will allow you to see live call information to verify call recording is working Live calls are highlighted in yellow in Sense Calls a Dl xl File Archive Tools Help Call Details Misc Box lin Max Records 1002 Local Number Comments Remote Number Channel CH Call Direction Date Time Duration From F 10 05 201000 00 To F 10 05 20102359 7 Quick Tody v Min Max Date Time Ringing Duration Box CH Local Remote Direction Archived Comment HIGHER 01 00 02 00 00 06 129 1 08454130885 01159695700 Incoming No Sip G
49. nd 2 units on the Sense call recording PC To identify which version a unit is look at the front of the call recording unit Note that different software is required depending on which type of unit you are installing The picture below shows a USB 1 1 unit The difference between the two units is that the USB 1 1 unit has a USB connector on the front of the unit Note the USB port on the left hand side of the unit The picture below is of USB 2 unit Note that the front USB connector is blanked out and not available Requirements SV8100 MyCalls Software 2 5 0 0 SP3 SL MyCalls 3 5 1 0 or greater sense Call Recording Software version 2 6 2 Firmware version 2 4 1 June 2010 Sense 2 6 2 is only supported on the SV8100 SL series PBX Refer to the specific MyCalls installation manual for any system software version requirements The call recording server must be a dedicated PC for call recording If you are recording 30 channels or greater then MyCalls and the call recording software must be on separate PC s Access to the call recording server PC should be made secure by a username and password Limiting the number of users that have access to the PC is also considered an extra security precaution A maximum of 120 channels can be recorded on a single call recording server If you are recording more than 120 channels then two call recording servers can be used When implementing a call recording solution consideration should be giv
50. ndow is running the same way as used to check the firmware version on the box 1 Make sure the file named 2vxBoot bin is in the root of the C drive c and in the vps window type burn boot123 and press enter When both of the top two LED s on the call recording box go green move to step 2 2 When the firmware bin file is in the root of the C drive c type burn in the VPS window The upgrade will now commence and takes around 1 minute once completed you will see Download succeeded in the vps window ey C Program Files NEC Call ecorder bin vps exe Error downloadFirmvaret gt failed to open firmware file Download aborted with code 3 Download returned status 3 burn SB gt Downloading GC firmware bin for devidx code i ICRC Bxc6ha6ada Download complete waiting for acknowledge END OF START Ax Bx Firmvuare Download started Download ended Rey CRE chhbafBata Cale CRC chhafbada zrrH 2 time 617 restart_counter From SysWd cC316 gt itask is lock err code 6xHH3D0002 codeil 6 60000004 code2 4xHH93455E8 level Critical host tid 6x Heaa IF wdIzrMonitor detect tWD fault PHASE 2 Download succeeded 3 Once you see the Download Succeeded message type reset and press enter to reset the box As the box boots up you will see the new firmware version displayed in the vps window If you have multiple boxes each box has to be upgraded in turn To select the fir
51. o save and apply the settings click OK The call recording service will need to be restarted to apply the setting When the service is restarted and calls that are being recorded at that time will not be available for playback Restart Service X J Options saved The Recording Service must be restarted to apply the changes Restart now Auto Deletion of Calls By default Auto Deletion of calls that have not been archived or backed up is turned on inside the Sense software When the hard disk of where the data folder is located gets down to 10GB of disk space remaining it will start to delete older calls from the call recording server This clears space for new calls on the PC and will stop the hard disk from becoming full If a call has been Auto deleted then it is permanently deleted and cannot be recovered This feature can be turned off by logging into Sense and from the Tools menu select Options On the Server tab expand Audio post processing and set On low disk space delete none archived calls to False Click OK to save the changes and you can choose if you restart the service to apply the changes If there are any active calls while the service is restarted then they will not be available for playback Special Server Server More Client Client More VoIP isis A LE 4 Alarms Archiving E Audio post processing Add call attributes to audio file name False Add call start time to audio file
52. promiscuous mode Promiscuous mode will allow a network card to pass packets that are not addresed to it allowing the calls to be recorded Depending on the device performing the the port mirror it may be neccesary to have a second card in the call recording server to capture the SIP packets The port mirror can be placed in two different locations depending on the configuration of the network and how the IP trunks are presented to the SV8100 SL If there is a dedicated internet circuit provided for the SIP trunks then the port mirror would be best placed on the port uplinking the router to the LAN The port mirror can also be placed in line with the IPL card of the SV8100 SL this will capture all traffic passing through the IPL The only draw back to using this method is that IP extension calls will be recorded too As MyCalls doesnt report on internal calls then any internal calls cant be played back using MyCalls This would also mean if an IP extension made a call on an SIP trunk there would be two calls recorded Installing the Call Recording Software The call recording software is referred to as the Sense Software or Call Recording software and is supplied with each call recording package Before you can install the software you will need to extract the software to the PC you intend on installing Sense onto Begin the installation by double clicking the Call Recorder Main Installation icon Sense can be installed on a different PC to MyC
53. recorder has a different power supply to the other call recording units ensure that the correct power supply is attached to the analogue call recording box The analogue call recorder wiring should be connected by tapping into the line and presenting the two wires to an RJ45 socket on the front of the call recording unit A lead is provided that will connect from a standard LJU BT Style Socket to the front of the call recording unit The BT socket is also re presented so that the line can be connected to a PBX The image below shows a standard LJU socket with the supplied lead connecting from the LJU to the call recording unit The socket indicated by the red arrow is the socket that can be connected to the PBX This will need repeating for each line that will be recorded Should the cables that are provided not be suitable then the two wires provided by the carrier will need to be connected to pins 4 and 5 of an RJ45 socket that is connected to the front of the call recording unit SIP Trunk Recording SIP trunk recording doesnt require any physical hardware to be installed it instead uses packet sniffing technology to record calls Both G 711 and G 729A codes are supported for SIP recording other codecs cant be recorded A port mirror from a network device carrying the SIP trunk calls has to be connected to a network card in the call recording server The network card in the call recording that will perform the packet sniffing must support
54. software During the installation select the required folders for the different areas of the application as described in the Installing the Call recording software section of this manual Disabling Encryption on the TMP Folder When live calls are being recorded they are stored in the TMP folder on the call recording server Depending on which options are selected during the install the TMP folder may be encrypted further details are available in the installing the call recording software section of this manual To check or disable encryption on the TMP folder find the Data folder and right click the tmp folder then select Properties In the properties window click the advanced button in the lower right hand section General Sharing Customize Type File Folder Location C Program Files NEC NEC Recorder D ata Size 86 5 MB 90 701 824 bytes Size on disk 986 5 MB 30 701 824 bytes Contains 1 Files 1 Folders Created 15 November 20609 10 48 11 Attributes 7 Read only Advanced Hidden Cancel amp pply In the Advanced Attributes windows un check the Encrypt contents to secure data option and click OK to save the changes Advanced Attributes E 7Ixl a Choose the settings you want For this Folder When you apply these changes you will be asked if you want the changes to affect all subfolders and files as well Archive and Index attributes EEE EE
55. st box type SDD 0 and upgrade the firmware as above Once upgraded select the next box by typing SDD 1 and carry out the upgrade procedure Repeat this for each box by incrementing the SDD for each box a required Once all boxes have been upgraded double click the start service icon from the bin folder Document History Feb 2011 Initial release when call recording was separated from MyCalls installation manual Added Sense 2 6 2 June 2011 Add SL1100 Jan 2012 Add Pausing with DTMF Update Firmware Upgrade Procedure May 2012 Update for MyCalls 3 5 0 0 April 2013 Update for MyCalls 4 0 SL 3 5 LIABILITY DISCLAIMER NEC Unified Solutions reserves the right to change the specifications functions or features at any time without notice NEC Unified Solutions has prepared this document for use by its employees and customers The information contained herein is the property of NEC Unified Solutions and shall not be reproduced without prior written approval from NEC Unified Solutions All brand names and product names on this document are trademarks or registered trademarks of their respective companies Copyright 2012 NEC Unified Solutions NEC Unified Solutions P O Box 32 1200 JD Hilversum The Netherlands
56. the call continues to record as normal but silence is recorded in it until it starts recording again A programmable function key can be put on a digital keyset to dial the DTMF digit to send the digits for stop start recording This Feature is not available in all territories please check with your account manager for availability This feature requires Sense Software 2 6 2 and Firmware March 2011 2 6 2 Instructions for upgrading the firmware are available in the Firmware on the Call Recording Box section of this manual The firmware is made available once an order is placed for the feature To use the feature a license as to be installed on the call recording box there are two licenses available for manual pausing as follows EUO00221 MyCalls Call Recorder Manual Pausing PBX Side This allows a user on the PBX side of the call to pause recording by dialling DTMF digits EUOO00222 MyCalls Call Recorder Manual Pausing Caller Side This allows the external caller to dial digits to pause recording Installing a License for Manual Pausing A license has to be installed on the call recording box in order for the feature to work if multiple boxes are being used each box will need to have a license installed The license is tied to the serial number of the call recorder this means when the license is ordered for the feature the serial number of the call recorder should be specified If there is more than one unit all serial numbers will nee
57. tored away until needed If the disk is stored away correctly and safely there is little chance of it ever becoming damaged The DVD RAM drive and disks are relatively inexpensive to buy Copies of the archives on the DVD RAM disks can be easily made and stored offsite Mass Storage Examples of Mass storage devices are USB Memory keys or external USB Device Hard drives The size of these volumes can be in excess of 500GB so can hold large amounts of data Using a device with a large storage capacity will need to be changed less often but will increase the vulnerability of the data on the drive If the mass storage device should fail for any reason and the data was not recoverable then any calls that needed to be played from this device would be inaccessible As you are dealing with typically larger amounts of data it can also take longer to create off site backups Other removable For example a drive can sit inside a PC and archives could be carried out to a media solutions media in that drive Once that media is full it can be ejected and replaced with another Different capacities drives can be used based upon call volume and give a compromise in storage space between DVD RAM and a typical Mass Storage Device Any archiving that takes place is always relative to the call recording server If MyCalls and the call recording software are on separate PC s then the backup media should be connected to the call recording server and not the MyCalls P
58. ultiple units attached to a PC then the firmware version for each box should be checked individually To select a box type SDD O to select the first box detected by the PC you will see a confirmation in the lower section of the vps window that you are on box 0 To view the firmware version on the box type reset and press enter the box will restart and the firmware version will be displayed To switch to the next box type SDD 1 the box can be restarted in the same way to see the firmware version running on the box The SDD number can be incremented by 1 each time to check the firmware version on each box connected to the PC On a PC with 4 call recorders connected to it the firmware would have to be checked for SDD 0 SDD 1 SDD 2 and SDD 3 Alternatevily the USB leads can be disconnected from the PC leaving the box connected that is being checked Upgrading the Firmware If the existing firmware is from 2008 then carry out the step 1 below if the firmware is newer than 2008 then go straight to step 2 Download the correct level of firmware from ftp ftp neci co uk mycalls sense and save it into the root of the c drive c3 on the call recording server If you are carrying out step 1 also copy the file named 2vxBoot bin into the root of the C drive cA If you are enabling the pausing feature using DTMF then use the firmware files that have been emailed to you Before you start make sure the the service is stopped and the VPS wi
59. ve will delete calls over 90 days older starting at 23 00 on the 22 2 2011 Every day after at 23 00 any calls over 90 days will be deleted again This schedule will continue to run until it is deleted MyCalls Configuration The following instructions are based around MyCalls Version 4 and above In older versions of MyCalls the call player is different transfer leg navigation isn t available and there are no options to configure exported call recording files and default file format Before you can configure MyCalls to use call recording you must have a call recording license installed On the SV8100 SL this is usually installed on the SV8100 SL and read into MyCalls Refer to the MyCalls installation manual for further details The licensing is broken down into on a per trunk and per trunk type basis If you have 4 Analogue trunks 8 PRI trunks and 8 SIP trunks then trunk types have to be correctly set in MyCalls To look at the configured trunk types login to MyCalls and click Configure Telephone System Devices Trunks For each trunk number the trunk type can be specified using the drop down menu SIP trunks should be specified as TCP IP trunks rrcc M oa mm Trunks P Bud e ar for oe Drag a column header here to group by that column Number a Name Type Analogue 2 LEE gw e ves svi vv wo ow wo nov n v n ow n E ERR RR RON OR ACRI AC RAR EKKRERARERAR AKAK EASE RKRRERRERERED i Unassigned I Non

MyCalls Call Recorder Installation Manual

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