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MyCalls Installation Manual

1. MyCalls License Manager o x File License SY8100 Help 9517 7025 el Registered User Registered Company Expires Maintenance Renewal fi 6 09 2008 lor 709 2008 PBXs Extensions Concurrent Users ACD Supervisors i Unlimited fi lo Agents Agent Desktop Users Wallboard Users lo lo lo Call Playback Users Digital Trunks Analog Trunks IP Trunks lo Install l pee A Window will open containing the registration information and instructions if the PC that MyCalls is running on has internet access then open the following web page If the PC does not have internet access then save the text from within the windows into a text file and take it to a PC that has Internet Access http www kelmar software com svlicensing default aspx 8100 Registration Request XI Reguest SV Registration Code Follow the instructions below to generate the SV8100 registration code After you have received the registration file use the License Manage to open the file and then install the license Instructions Copy all of this text save it to 4 text file then take it to a computer that has internet access open it a then follow the instructions below Open a web browser and go to the page http www kelmar software com svlicensing default aspx Copy the following information into the page Registration Request Information OnsDtqwhBsHkO a0U0He Z2gqbbidvtl 4 1 FEGBZw 4y1 dWekgqmgPZ5D9 4 5J q tyl k4sCsbl gy 2uleK FSE
2. Output Port LAN Header Language English Omit Digits Minimum Digits Minimum Duration Minimum Ring Duration 0 SMDR Format General Overseas Apply Cancel Default Col chooser Expandall Contractall SMDR Serv Help Drag a column header here to group by that column 1 English 0 0 General Over b 2 nr English 0 0 0 General Over 3 Not set English 1 0 0 0 General Over 4 Not set English 1 0 0 0 General Over 5 Not set English 1 0 0 0 General Over 6 Not set English 1 0 0 0 General Over iy Not set English 1 0 0 0 General Over 8 Not set English 1 0 0 0 General Over Note as there is only one TCP connection available for SMDR only SMDR Port one can be used In Wizards Additional Devices SMDR Setup select SMDR Output Options and configure as shown below again click Apply to save the changes Items that are marked with an v are enabled and unchecked items are disabled Apply Cancel Default Group box Colchooser Expand all a 71 Toll Restriction Calls v Toll Restriction Calls PBXCals vt lt i C 72C 2OD lt Calls v PBX Calls Trunk Number Name Number Trunk Number N ame Number Daily Summary unchecked Daly Summary Weekly Summary unchecked A SONES UNES Monthly Summary unehecked O AAN Toll Charge Cost Toll Charge Cost See Below Incoming Calls nema Extension Number N ame Number Extension Number Name Number All Lines
3. 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 EERE EERE EEE EERE EEE EE EEE EEE EEE EEE EEE EEE EEE EEE errr eee ee ee Per Pe Can Windows connect to Windows Update to search for software Yes this time only C Yes now and every time connect a device 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 9 If your hardware came with an installation CD 22 or floppy disk insert it now What do you want the wizard to do Install the software automatically Recommended LEER EERE EEE EEE EEE EEE EERE EEE EERE TT TT TTL TELET ETET ETET TTL TETT TT TTL TELT TT TT EEE ETE TEE EEE EEE TETT T FEEL E EERE EEE EERE EERE EERE EEE EERE EERE EEE EEE EE EEE TT TT TTL TT TT TTL EERE TT TETTETETT TT TTL TT TT TT TT TTL EEE Ee 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 in these locations Use the check boxes below to limit or expand the default search which includes loca
4. The same MyCalls software will always be installed regardless of which MyCalls product you are using Itis the license that determines the features that are available in the application Telephone System MyCalls will run on an SV8100 PBX running version 5 system software or greater and version 5 of the PC programming tool MyCalls PC Specification The MyCalls server is the PC that is responsible for communicating with the PBX and holding the MyCalls database MyCalls clients can be installed that will retrieve information from the MyCalls server A dedicated PC is strongly recommended for the MyCalls Server Minimum Hardware Specification Intel Core i3 Processor or above 2GB RAM Min 20GB 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 32 and 64 BIT MyCalls is also supported on Terminal Services and Hyper V running on a Windows 2008 server Call playback is not supported via terminal services Remote Desktop Note that the PC spec for call recording and MyCalls enterprise are different refer to the appropriate manual for further details Please note the PC Specification for running in MyCalls Call Recorder and MyCalls Enterprise model are different refer to the appropriate manual for further details
5. 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 During the installation there is an option to configure VoIP Recording To change the configuration of the VoIP recording you have to login to Sense and from the Tools menu Select VolP Options Infomation on how to configure the VoIP options is available in the Configuring SIP Trunks to Be Recorded During the Installation section of this manual After making any changes to the configuration you must click the save button to apply the changes The Sense VoIP service will restart to apply the changes any VolP calls currently being recorded when the service is restarted will not be available for call playback 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 database 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 cannot be recovered This feature can be turned off by logging into Sense and
6. nmnt sy s present on the system true At the collecting information screen select Install Server and Client and click Next gt NEC Recorder InstallAware Wizard O Collecting Information Select the components you want to install LIITTTTTTTTTETEPEEEPPEEEPEPEPEPEPEPREEPenenrenennnneneeee Collecting information AEE EERE EERE EE EEE EEE EEE EEE EEE EEE EEE EEE EE EEE EEE Preparing installation 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 4 gt NEC Recorder InstallAware Wizard 6 Collecting Information The PC you are installing on is part of a Workgroup or part of a Domain network 2 Collecting information Preparing installation C Workgroup Domain Installin o y Enter an email account for alarms
7. MyCalls Configuration Before you can configure MyCalls to use call recording you must have a call recording license installed On the SV8100 this is usually installed on the SV8100 and read into MyCalls Refer to the Licensing section of this 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 gt Telephone System gt Devices gt 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 Edit Trunks F 2j Th c ty Je a nd user gr group of multiple trunks can be changed by clicking the right mouse button and then selecting and pasting onto the other trunks To edit an individual trunk click the edit button Drag a column header here to group by that column Number a Name Type Analogue 2 7 PEEEETEEETETTETEEETEET EST ESET EEEETEEEEETES TT ESES EES OTE E SOOO K K K K K K K K K K K K K K K K K K K K K K K K K K K K K K K K K K K K K K K K K K K K K K K K K K K S Unassigned Unassigned TETA Peer ee Te eee TT TTT TTT TTT TEVET ETETETT E KNK KNK KNK EEE EEE EEE rrr Add new trunk Private Wire Cancel To enable MyCalls to playback recorded ca
8. Product Registration They J e Collecting information User Name adam Carter Preparing installation installing User Company asc Limited Finalizing installation Choose a folder where the Call recording software will be installed to and click next NEC Recorder InstallAware Wizard te Destination Folder TS Please select the desination Folder For the application Q Collecting information sg My Computer Eee HDD C GS APPS H DIVTOOLS H E Documents and Settings a 12 Intel EH 477 MSOCache a Preparing installation Installing Finalizing installation HL ma Sense2 3 4 737 4 WINDOWS ej a Installation path C Program Files NEC NEC Recorder Space Required 46 299 KB Available Disk Space 223 830 MB Remaining Disk Space 223 784 MB Please select the Folder for the application s data and temporary pr Collecting information ra if different from the Installation path LLETTTEEEEEEEEEEEEEEEEEEEEnEErEnnnrrerreeee e Preparing installation ESET aij My Documents E 4 My Computer amp e 05 C Installing Finalizing installation eff DELL E 45 Documents and Settings H drivers i H 1386 se EH Or Intel a revs E Ow WINDOWS E T OFFICE12 D oo a imm The Audio Storage folder can then be selected this is the folder where the compressed and encrypted final audio fil
9. You will need local administrator rights to the PC to install MyCalls V8100 Programming MyCalls requires two TCP connections to the SV8100 in order to work SMDR and P Commands SMDR is used to provide call information after calls have completed P Commands are used to display real time information such as extension status and calls in queue information The output is collected from the Ethernet port on the CCPU or from an IPL port if one is installed the programming sequence on the SV8100 is the same regardless of which port the data is gathered from MyCalls Desktop also uses the SV8100 s TAPI driver to facilitate call control and screen popping There are two ways in which the SV8100 can be programmed using a script or setting the commands manually Using a script will program the PBX in a matter of seconds Version 5 of PC Pro should be used Where Netlink is being used all of the SMDR and P Commands are all output from the Primary system Programming the SV8100 using a Script The script will enable all programmed extensions and trunks for SMDR output The SMDR configuration will also be changed for MyCalls preferred output The TCP Ports for SMDR and P Commands will be set to 4001 and 4000 A full list of commands are shown in the Programming the SV8100 Manually section of this manual Connect to PC Pro and download the configuration from the SV8100 Once the configuration has downloaded select Scripts from the Tools menu
10. sid UO a UO ea JE Extensions MI 201 Thomas Unassigned 1 ng Thomas User o JE Extension Groups Mo 202 Andrew Unassigned 1 Andrew USE a BZ Service Codes vod 208 Mike Unassigned 1 PP be I AAEE M204 Robert Unassigned 1 Bis ee E a 1 General Administrator User Name Administrator Password Create Default PINS B Clear PINS Clear Users Confirm Password Close Once you have the items you require in the Configuration Import Tool click the import icon Configuration Import Tool E m x Import i Import My Telephone System Configuration You can either copy and paste data from a switch programming tool or import data directly from a configuration file 48 Configuration Import Bf Account Codes of Callers ABB Dial 28 Carriers ofl DIDs E Extensions E Extension Groups j General fT Trunks To use this program either Load the configuration files one per device type using the File gt Open menu option of Select and copy the configuration information from the switch programming tool Then in this application use the right mouse button to paste the information in The correct page will automatically be populated Then select the correct number of extensions to be exported and fill in any missing pieces of information on the miscellaneous page When you are happy the configuration is correct click the export button The configuration will be e
11. Address E C Program Files NEC Infrontia File and Folder Tasks A Tu Li Open mj Rename this Folder Explore T Move this Folder Search B Copy this Folder D n hli b khi faldar ba FAA Sharing and Security On the security tab make sure the user or group that is accessing the share has the Read and Execute permission to the share MyCalls Properties E 2j x General Sharing Security Customize Group or user names fi Administrators MYCALLS Administrators 72 CREATOR OWNER Domain Users NITSUKOQ_HO Domain Users Add Remove Permissions for Domain Users Allow Deny Full Control d d Modify d d Read amp Execute d List Folder Contents Read O Write d CI Danann E EEEH m m bv For special permissions or for advanced settings Advanced click Advanced Cancel Apply Start the MyCalls installation program and from the Setup Type menu select network client and click next iis MyCalls Installation Wizard Setup Type Choose the setup type that best suits your needs Please select a setup type Complete fs ll program Features will be installed Requires the most disk space Client Install only the client applications C Server 8 Install only the server components C Email Collector re Install only the email collector Custom te Choose which program features you want installed and where they will be installed Recommended for
12. Busy ALB All Lines Busy ALB unchecked Walking Toll Restriction Table Number Walking Toll Restriction Table Number v DDI Table Name DDI Table Name unchecked Caller ID Output When DDI to Trunk Caller ID Output DDI to Trunk unchecked Date Date unchecked Caller ID DDI Number Caller ID Number Caller ID DDI Number Caller ID Number Trunk Name Received Dialed Number Both Trunk Received Dialed Number Both _ Account Code Caller ID Name Account Code Account Code Caller ID Name Account Code Caller ID Name Output Method Same line XIS OOOO VV If your carrier supports Advice of Charge then you can enable this option and the cost associated with the SMDR will override any MyCalls costing tables It s also necessary to setup the appropriate multiplier for the Toll Charge In Wizards Additional Devices SMDR Setup select SMDR Output for Extensions Enable each extension for SMDR output and click Apply to save the changes Apply Cancel Default Group box Col chooser Expand all Station Extension SMDR Print Search a Ej Port 001 200 EXT 200 s 002 201 EXT 201 lv 003 202 EXT 202 lv 004 203 EXT 203 lv x 005 204 EXT 204 lv 006 205 EXT 205 lv Programming Level m 007 ong EXT 206 v 008 207 EXT 207 iv E SMDR 003 208 EXT 208 lv L E Setup 010 209 EXT 209 vy LUE SMDR Port Setting 011 210 EXT 210 lv E SMDR Service Options 012 211 EXT 211 lv O SMDR Output Option
13. Pickup Call iv Operator Cancel Once the users have been configured they will be able to login to the MyCalls or desktop application and use the call control functions Accessing Call Control Features in the MyCalls Application ind When a call control user first logs on to the MyCalls application My als they enter their user name and configured password If the user if a Hot Desking User then they will be asked to choose an extension to logon to For the duration that the user is logged in the calls they handle will be assigned to that extension You must have the appropriate user licenses to use the MyCalls application I x Enter a user name and password NOY oe OLE EE ee ie en logged in you will be allowed to use the system to the level that your user has been granted This could be as either a user supervisor or admin Extension Selection Extension Selection Please selectthe extension you are working at Your usual extension has been preselected User Name Browse PBX Extension Head Office E Password Cancel From the view menu select Call Control Toolbar Layout Configure View User Help fisat De fal Real Time Information Call Records Window Unreturned Calls Window Main Toolbar Grid Bar Status Bar The Call Control Toolbar allows users to perform Telephony functions such as Answer Hand up Transfer Hold etc At the bottom of the call control toolbar you see
14. Recording and edit the call recorder configuration From the call recorder configuration screen click the Recording Backup button Retell Yoice Recorder Configuration Retell Voice Recorder Enter the machine name or IP address of the Retell Voice Recorder Enter the access assword and modify the recording port or user name if necessary Finally click the Test Connection button to ensure the correct configuration details have been supplied The PBX yes may optionally be assigned to the recorder channels Recording Server Name Password oon tn Recording Rules Playback Port Download Speed KBits sec 9800 50000 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 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 up a Backup Folder on Recording Server Backup Volume Name Maximum Volume Size MB E BACKUPS J an0s fi 000 2 Schedule Task Daily Backup all Calls between these Dates Every EE z dals Start Date Start Time 11 712 2008 7 00 00 00 a End Date End Time 11 712 2008 a vie Degas a a Backup If any errors are encountered during the backup they will be displayed in the My
15. WOW Mapi bS YDM PEuKhsoi SyKk124h1 mMiMQeAspysk pzGMISX dA v fulgl4a4G kag G wobRiaQPZkLAJI LY c0MUvwBA 1Ju0D wCDLIE SA yNOSUI gqSbU dxAa gGus4syT D9215 ModHtlyqgktsSNFrayU xy permanent license will be generated that will be emailed to you Store the new license somewhere s Copy to Clipboard Enter the details into the website the user name organisation should be details of the customer The email address is the mail address that the registered license should be sent to You can also elect to receive MyCalls email notifications check the box to enable notifications Now copy and paste the registration information into the Registration Request Information box Take care when copying the information into the box to make sure that only the registration information show in the above screenshot highlighted in blue Do copy any other information or it may result in an invalid license being issued Finally click the Send Registration Details button to submit the registration request P MyCalls S 8100 License Registration Page Windows Internet Explorer GAT je http flwy kelmar software com svlicensing default aspx 4 we he MyCalls S 8100 License Registration Page Enter the details of the customer the license registration is for below The registration file will be emailed to the email address provided User Name David Smith Organisation DS Computers td Email Address da
16. You may select deselect which items that will be imported 5 49 Configuration Import 8f Account Codes off Callers ABB Dial Drag a column header here to group by that column 3 Carriers Selected Number a Name SEDD JM 150 Sales ARRA off Extensions ot et a a JE Extension Groups M i152 re Pilot Numbers Bf Service Codes i Aj General PT Trunks The procedure can be repeated for each of the different devices that are being used in the PBX a summary of the Config import items are show it the following table Account Codes If account codes are enabled the account code numbers are listed here Callers The names and numbers entered as abb dials If MyCalls Desktop is used then callers are imported and make a directory that can used to dial from Any LCR carriers that have been configured The DDI numbers and names that have been setup Extensions The extension numbers and names The general page needs to be imported to tell MyCalls the IP Address of the PBX and the TCP ports used The general page will also verify that the SMDR is configured correctly on the SV8100 There are 3 different pages from where the general page can be taken from depending on the SV8100 configuration The rules on which general page you should use can be determined as follows gt f you are going to collect the P commands and SMDR from the Ethernet port of the CCPU then use the General CCPU page This page is no
17. 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 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 Organisation Password Enable Real Time Statistics Iv Enable for Hot Desking i Enable Call Playback lv Enable Export of Recordings lt 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 Group 1 User User3 Group 2 2 User 1 Users are people who in ger A User 2 users it will be possible to re f Group 2 Supervisor This is very useful where ak 43 G
18. incoming calls are to be recorded for example Extensions Selected B s Do not record the selected extensions Available ExT 200 200 EXT 201 201 EXT 202 202 EXT 203 203 EXT 204 204 c oO nly record the selected extensions Callers Selected K ea s Do not record the selected callers Available C Only record the selected callers Users Selected EH El s Do not record the selected users Available Only record the selected users DIDs Selected Available DDI 950 951 Es s Do not record the selected DIDs C Only record the selected DIDs Trunks Selected Available Line 005 005 f Do not record the selected trunks Only record the selected trunks Call Types v Record Incoming Calls iv 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 groups 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
19. 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 on one of the CallRecorder icons Sense can be installed on a different PC to MyCalls 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 r Sense2 3 8 971 File Edit View Favorites Tools Help Gms 9 312 szusi I Folders FE KG Folder syne Address C C Sense2 3 8 971 UO File and Folder Tasks Client data autorun lt HDD C Server Setup Information 1 KB J My Documents a Shared Documents My Computer My Network Places CallRecorder Windows Installer Package 253 KB CallRecorder N iia RES File Ezi LIB File Fe szzeee Er CallRecorder Call
20. recorded wom gt 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 wont work 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 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 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 this will capture all traffic passing through the IPL The only draw back to using this
21. server to us the MyCalls application From the folder that MyCalls was unzipped to run setup to start the installation wizard AspireMyCalls File Edit View Favorites Tools Help Back g Search Folders X Q PIA L Folders TF Address C AspireMyCalls IExpress Setup Microsoft File and Folder Tasks fi 1033dotnetfxsp1 1036 mst i Rename this file Update Package MST File Er Move this file Microsoft Corporation 61 KB A Copy this file Autorun Publish this file to the Setup Information DAE web 1 KB 26 200 KB E mail this file lt Delete this file dotnetfx 7 dotnetfxsp1 dotnetfx Module ad E a Ng Ne He Macrovision Corporation Microsoft Corporation crovision Corporatic A Other Places X MyCalls setup Windows Installer Package Contact Your local administra Es Local Disk C 8 572 KB WEC Infrontia J My Documents Setup 2 My Computer Configuration Settings My Network Places gt 2 KB Note If you are installing in Windows Vista and have User Account Control enabled you will need to click allow when asked if you want to allow the setup exe to run The installation wizard will begin InstallShield Wizard Preparing to Install MyCalls Setup is preparing the InstallShield Wizard which will guide you through the program setup process Please wait eS At the Welcome screen click next t MyCalls Installation Wizard Carefully re
22. software is not Call playback is not supported in a thin client environment A sound card and speakers are required for call playback 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 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 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
23. 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 Media Gateway box enter the IP address of the SV8100 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 the lower network card The network card connected to the LAN is using the following network configuration IP Address 10 0 0 10 Subnet 255 0 0 0 Default Gateway 10 0 0 1 Using a Local 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 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 Media Gateway box After making any changes click the save button fy oIP Recorder options E 10j x Select the network devices to record Multiple devices can be selected using the Cirl key Network devices Realtek RTL8139 Farndy PCI Fast Ethernet NIC Packet Scheduler Mirapoet Realtek RTLS168C P 8111C P Family PLIE GBE NIC Packet Scheduler Minspor Mac Address 00 25 64 dB cc c4 Spec y a comma seperated Est of IP masks in your LAN including your public IP address These will be designated as Local Pa
24. the status of the users extension and how long it has been in that state There is also a mini wallboard for the calls handled by that extension for the day The toolbar can be either inside the MyCalls application or placed on a user s desktop To move the toolbar into the MyCalls application drag the blue title bar and drop it in the upper section of the MyCalls application The remove the toolbar from MyCalls drag the dotted line on the far left side of the toolbar and drop it anywhere outside of MyCalls MyCalls Control TIR En BATH ada Y 2 0 DND FWD Dial Answer Hangup Transfer Hold Recall Park Retrieve Conference Operations Options gt Extn 200 EXT 200 Idle 19 44 56 When the toolbar has been removed from the application MyCalls can be minimised and the toolbar will remain in view To access the call records Un returned calls Actions Buttons and Address Books click the icons in the lower section to display them New personal contact MyiCalls When a user first logs into MyCalls Desktop Desktop they are presented with the call control toolbar To access the call records Un returned calls Actions Buttons and Address Books click the drop down arrow on the options button and click Expand Always On Top Tool Buttons Preferences Compact Display QuickDial Button Personal Screen Pop b Personal Address Book b When the view is expanded then the extra menus are avai
25. 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 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 stored 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 siored 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 amou
26. 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 and 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 The USB 2 unit is available in Primary rate Basic rate and Analogue A single primary rate unit can support 30 ISDN channels and a Basic rate unit will support 8 Channels Multiple units can be connected to a PC to allow recording of many trunks Requirements Recommended MyCalls Software version 3 0 0 0 Minimum Sense Call Recording Software version 2 6 Firmware version 2 4 1 June 2010 on the call recording unit SV8100 System Software R5 or above 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
27. 2 4 1 110610 bin this should be renamed to firmware bin and copied to c When the firmware file is correctly named and in c then 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 cs C Program Files NEC CallRecorder bin ps exe SE gt Downloading for devidx A code 1 Error downloadFirmwaret gt Failed to open firmware file Download aborted with code 3 Download returned status 3 burn SE gt Downloading C 5firmuare bin for devidx H code 1 CRO 8xchhabada Download complete waiting for acknowledge END OF START Ax Ax Firmuare Download started Download ended Rev CRO chhabadta Calc CRO chhabada Sprit time 617 restart_counter From Systid ct318 gt itask is lock err code 4xHH3D0682 codel 6 gt xHHHH8684 codes 6xHH93 4658 level Critical host tid 6x Heaa F_wdlsrMonitor detect tWD fault PHASE 2f Download succeeded 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 first 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 eac
28. Calls application A progress indicator will be displayed as the backup is carried out to abort the backup operation click cancel Call Recording Backup x Progress Fj Cancel Scheduled 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 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 650 v Schedule a Backup of all Un Backed up Calls Schedule T ask Start Time Backup all Calls between th Start Date 12 12 2008 a End Date 12 12 2008 a Email address for scheduled backup failure notifications thorsley neci co uk After setting up any scheduled backups click ok twice to save th
29. 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 RecorderD ata Size 86 5 MB 90 701 824 bytes Size on disk 96 5 MB 90 701 824 bytes Contains 1 Files 1 Folders Created 16 November 2009 10 48 11 Attributes Read only Advanced I Hidden In the Advanced Attributes windows un check the Encrypt contents to secure data option and click OK to save the changes Advanced Attributes mm 2j 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 EERE EEE EERE EEE EEE EEE ETT LT ET TELET ETT TETTEL TETTEL TT T v For fast searching allow Indexing Service to index this folder Compress or Encrypt attributes a Compress contents to save disk space Iv Encrypt contents to secure data Details
30. Recorder Main Installation Retell The installation will begin click next to continue I gt NEC Recorder InstallAware Wizard Collecting information Welcome to NEC Recorder Setup Preparing installation Installing Finalizing installation This Wizard will install NEC Recorder on this computer Please click Next to continue 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 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 gt WinPcap 4 1 1 Installer Vv cap Welcome to the WinPcap 4 1 1 Installation Wizard This product is brought to you by A CACE TECHNOLOGIES Packet Capturing and Network Analysis Solutions Complete the installation wizard for WinPcap and then the Sense installation will continue S WinPcap 4 1 1 Setup Y Installation options iN cap i Nice review the Following options before installing WinPcap 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 dil present on the system true netnm inf present onthe system true
31. 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 there 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 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
32. 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 Head Office Default Format Microsoft WAY v Add call recorder Delete call recorder Enable Transfer Leg Navigation Trunk Licensing Remaining Licenses Digital 3 Analog 0 IP Call Recorder Licensed i i Head Office Digital Head Office Digital Head Office Digital Head Office Digital Head Office 0 K 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 ee Recording Rules Playback Port Download Speed F Bits sec 95 T 50000 Recording Backup Archive Port 9802 4 Test Connection Trunk Mappings Trunk a Unit ID Part Channel Trunk Type 3 3 Digital If the test is successful then MyCalls can communicate with the call recording database Click ok to clear down the message Retell Configuration x e J 4 The database connection was successfully tested If playback does not work make sure that the Password has been correctly entered Click OK twice to save the call recording configuration Netlin
33. UNIVERGE NEC UNIVERGE SV6100 MyCalls Installation Manual Version 1 6 for MyCalls 3 0 0 0 and Sense 2 6 Document History Revision 1 0 September 2008 First release Revision 1 1 Feb 2009 Update for MyCalls 2 1 0 0 Increase PC Specification Add area code import Update Call Recording for USB 2 Call Recording Unit Include Netlink and Call recording Revision 1 2 April 2009 Update for MyCalls 2 1 1 0 Add BRI Call recorder Add new sense installer Remove Using MyCalls Remove Running Reports Remove User Roles Remove Area Code Import Add Reference to End User Guide Remove Support for Windows 2000 Revision 1 3 September 2009 Update for MyCalls Desktop Update for MyCalls Version Based Licensing Revision 1 4 November 2009 Update for MyCalls Call Recorder Analogue Update for Sense 2 3 8 971 Revision 1 5 May 2010 Update for Sense 2 4 1 Add Windows 7 Support Add MyCalls Patching Revision 1 6 January 2011 Update for MyCalls Version 3 0 0 0 Update for Sense 2 6 Table of Contents What iS MyCallls cccccccceccceceseeeceeseeseeeeeeeteeeteeeteueeaueesneeaeeeaeeeseeesaess 5 Requirements x oorerdceete tec er eee ae ceeectneewerwaimeedeaie cases etet ee et t ee ee et e ee etet e eee 6 Telephone Syste Mieris een e En EEEE NEEE ERENER EEEE ETENE ETENEE 6 Ny GallS FG SS Mea erae SE S R S R ES SEE S T TES G K TES S S GES G G BEE 6 SV8100 ProgramMmMiIng ccccececsccceseeceeeeen
34. ad the license agreement and click accept then next pi Le MyCalls Installation Wizard License Agreement Please read the following license agreement carefully MyCalls License Agreement Please carefully read the following license agreement for the license of the product MyCalls software Licensed Program produced by NEC Infrontia Corporation The Company The Company grants to you the right to use this Licensed Program in accordance with the terms specified in this document By installing this Licensed Program you consent to be bound by and become a party of this Agreement C Taccept the terms in the license agree a Installsnield Select Complete and click next jie MyCalls Installation Wizard Setup Type Choose the setup type that best suits your needs Complete Installshield Next enter a name for PBX select your country and enter your area code Note The area code is used for determining the local calls in MyCalls Enter the correct area code ie MyCalls Installation Wizard Location Sj feae i gt United Kingdom Instelsniela Finally click Install to start the installation process i MyCalls Installation Wizard Ready to Install the Program The wizard is ready to begin installation InstaliSniela After the installation process has completed click finish Licensing Before any of the MyCalls products can
35. ade requirements menu will return to following message The window will tell you if you can upgrade a single version or more than one version 1 Upgrade Requirements With the upgrade items already purchased you will be able to upgrade ta the next version With the upgrade items already purchased you will be able to upgrade any other version Should there be any items missing from the licenses then the following screen will be displayed showing you what license items are installed so you can work out what is required in order for the upgrade to be allowed mycats i x i Upgrade Requirements To upgrade to the next version you need to purchase the Following 1 Single version PBX upgrade s You currently have 0 5 Single version Desktop upgrade s You currently have 0 To upgrade to any other version you need to purchase the Following 1 Multiple version PBX upgradefs You currently have 0 5 Multiple version Desktop upgradets You currently have 0 When the upgrade can take place un install the current version of MyCalls in Add and Remove programs You will be reminded about having sufficient licenses to allow the upgrade to go ahead Click yes to un install Once un installed install the new version and MyCalls will be upgraded If any MyCalls clients have been installed that are not network clients they will need upgrading too Uninstaller EZ GR x 2 In order to upgrade to a later version your license will need to co
36. advanced users TERRE EEE REET TERETE TERRE EERE EER EE EE TIT iy MyCalls Installation Wizard Server Name if a Call Processor has not been included in this installation then for MyCalls to operate correctly it needs to know the name of the computer on which the Data Processor has been or will be installed onto 4n IP Address must not be entered here It must be a computer name Please enter the Server Name mycalls InstallShield lt Back Cancel At the next prompt click install to complete the installation jig MyCalls Installation Wizard Ready to Install the Program The wizard is ready to begin installation Instalsniela The MyCalls application can now be launched using the Start Menu or a short cut is available on the desktop Standard Client Run the setup installation wizard and step through until you reach the Setup Type screen Choose Client and click next jig MyCalls Installation Wizard Setup Type Choose the setup type that best suits your needs ISON OMENS When prompted enter the name of the MyCalls server PC name and click next iz MyCalls Installation Wizard Server Name if a Call Processor has not been included in this installation then for MyCalls to operate correctly it needs to know the name of the computer on which the Data Processor has been or will be installed onto n IP Address must not be entered here It mu
37. aeeeteees 36 Configuring SCreenpop INterfaCes cccceecccececseseesseeeceeceseeeeseneesenes 36 Installing the Call Control Service 20 2 ceccceeccceeececeeeeseeeeseeeeseeeesaeeees 36 Installing a Client 0 ccc cccccceeeceeeeceeeeeeeeseeeeseeeseeeseeeeeeeeseeeeseeeseeeesees 38 Network Client sz eeeez eez ez s z e e e ee ee e t e ee ee ee ete e te e et eee 38 Standard esce nsin E EEEE tek des ee ee 41 FCI E E E E E 42 Call RECON srren O 43 Call Recording Licensable Options ccccccsscceceeeeceeeeeeeeeeeeeeeesseeeesseeeeseeeesaees 43 Background on ISDN Call RECOrdelS cccccceeeccceeeeeceeeescecesseeeesaeeeesseeeeseeeeeas 44 FV CLUES TNO S uszzt ss re k a 45 Connecting The ISDN Call Recorder cccceeccceeeeeeeeseeeeeeeteeeeneeeees 46 Connecting an Analogue Call recorder cceccceeeceseeceeeeeeeeteeeeneeeees 47 SIP Trank TAO C ON ONG waceseciacass anesicinpacncaascenensadteussaassanestataaceccaneencoreiaentses 48 Installing the Call Recording Software 2 49 Configuring SIP Trunks to Be Recorded During the Installation 57 Manually Installing the USB Driver nerean 60 WS ING SING R I EET AAT EEA A T 64 Configuring Recording of SIP Trunks osons sees ossz es goi 65 AWW Com Bie tono C1 Szat t r sa t ttt tar eater Rte mney Satire ae oer ee or m
38. 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 y NEC Recorder InstallAware Wizard jei License Agreemen t9 3 e Collecting information Please review the license agreement below SOFTWARE LICENCE AGREEMENT Preparing installation ALANEN Retell Limited has developed its software program and Finalizing installation related hardware and is willing to grant you a license to use the Software on the following terms and i conditions 4 By downloading or using our Software you signify your l om agreement to the terms and conditions set out below to i P 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 te ha n l an a Po Ew I accept the license agreement Enter a user name and Company and click next 47 NEC Recorder InstallAware Wizard
39. at least 1 year or to the date 01 01 2105 Note 1 If the file is downloaded using webmail then there is a possibility is can become corrupted If when you attempt to open the Irf file in the license manager is says it can t open the file then you should re register the license and download the attachment using another method other than webmail MyCalls License Manager E 10 x File License 5 8100 Help Serial Number License Type 351 7025 efcO 4bf3 ae48 1 de2a777750e Mulli U ser Registered User Registered Company Ivor Bin NECI Engineering Expires Maintenance Renewal fon 709372008 PBXs Extensions Concurrent Users ACD Supervisors fi Unlimited fi fo Agents Agent Desktop Users Wallboard Users lo lo fo Call Playback Users Digital Trunks Analog Trunks IP Trunks lo lo fo fo Install Click OK to complete the installation of the license MyCalls License Manager A Are you sure you wish to install this license Any previous license will be overwritten Once the license has been successfully installed you will a receive confirmation MyCalls License Manager 1 2 The License has been successfully installed and will be locked to this computer Upgrading a MyCalls License When a license has to be upgraded then first of all you should install the new license on the SV8100 After the license has been installed on the SV8100 then you will need to re read the license from the SV8100 and carry out the re
40. be used the correct MyCalls license should be installed The MyCalls license is stored in the SV8100 and after MyCalls has been installed you have to instruct MyCalls to read the license from the SV8100 inbuilt license server After the license has been read from the SV8100 it will hold its own copy of the license Only when the license changes on the SV8100 would you need to reread the license from the SV8100 When the license is working within MyCalls it is necessary to register the MyCalls software there is a 15 grace period to register the MyCalls software The time it takes to read a license from the SV8100 can vary based on the license type For MyCalls Enterprise licensing refer to the MyCalls Enterprise installation manual The SV8100 needs to be licensed to use P Command and SMDR these are included in the MyCalls license that is installed on the SV8100 When MyCalls reads the license from the SV8100 it verifies that the license in the SV8100 is valid If MyCalls discovers that any licensing rules have been incorrectly purchased or the license agreement breached then it may choose not to include them in the license or invalidate the license With MyCalls 2 5 or greater a version based licensing scheme has been implemented This means that when you purchase MyCalls you are entitled to use only the version that was released at the time you purchased the license If you wish to upgrade MyCalls to another version then you have to purchase a MyCal
41. cccseeeeeeeeeeeeeeeeeeseneeeneeees 86 Checking The Firmware Version cccccssecccesececeeeeeceeseeseeeesseesesseesessaeeesasessaaes 86 Hpora dino 116 TIM I Ea E E 87 What is MyCalls MyCalls is a range of call management solutions that are easily expanded and upgraded as a business grows MyCalls Basic A single user entry level application that helps provide a real time snapshot of all calls Free for the first 12 months MyCalls Call Manager A more sophisticated version for businesses providing a full complement of call management information MyCalls Desktop Provides Desktop users with the with instant Customer Relationship Management CRM information such as screen pops and much more MyCalls Enterprise Enables easy call management and reporting across multiple sites such as main offices and branch offices MyCalls Call Centre Agent Control An essential application for any contact centre and specialist call centres Provides supervisors with full control of extensions and Automatic Call Distributor ACD groups from their desktop MyCalls Call Recorder Equips MyCalls Call Manager and MyCalls Call Centre with full call recording capability Calls are recorded securely encrypted and easily accessed Any combination of the products can be used together on a single installation There is an end user guide available for MyCalls which is provided on the Technical DVD along with this Manual Requirements
42. 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 above installed on the SV8100 Slightly different to the way channel mapping works on SIP 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 i sii 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 0 The following procedure describes how to change the ID of a Call Recording unit is 2 cs C Program Files Telephone Recorder bin vps ere 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 i
43. ck the Generate log file option and click Generate In a few seconds the Complete notification will be displayed Scripts re oj xi Script File C Program Fies SV8100 Applicatie EZ Pereet ne PEF To Sen fle MV Stop execution on error Log File Specify where to save the i log file Generate log file a Complete Cancel The downloaded configuration of the SV8100 has been modified you should now upload the changed configuration to the SV8100 and disconnect from PC Pro Programming the SV8100 Manually To program the SV8100 manually firstly connect to PC Pro and download the configuration from the PBX Select the Advanced programming level then choose Wizards Additional Devices SMDR Setup SMDR Port Setting Enter a unique TCP Port for the SMDR output usually TCP Port 4001 can be used After entering the port number click Apply to save the changes gl Untitled NEC Philips S 8100 PCPro File View Programming Communications Tools Help DIB RIZN QGvieleiag h v Wizards Advanced programming level Programming Level El Additional Devices 7 E SMDR Port Setting foe d SMDR Service Options foe C SMDR Output Options k CO SMDR Output for Trunks Expand All Collapse SN Wizards F System Data e Search In Wizards Additional Devices SMDR Setup select SMDR Service Options Configure SMDR Port 1 as follows click apply to save the changes
44. d CS versior Jul 36 2009 gt 3 36 58 4 He oo ces emo na OL 2 shou La he 4 If the firmware version is from any date in 2008 then it s not possible to upgrade the firmware on the box and it should be returned to NEC using the normal returns procedure A replacement box will be made available that will have the 2 4 1 June 11 2010 firmware already installed If there are multiple units attached to a PC then the firmware version for each box should be checked individually To select a box type SDD 0 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 Ona 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 Upgrading the Firmware To upgrade the firmware where you have a single call recording unit there should be a file called firmware bin in c on the PC running the call recording software When the sense software is unzipped there a copy of the firmware file in the c sense2 4 1 folder the file is called firmware
45. dit an Extension SIN 21x 2x Identify an Extension Select User An extension should be named and assigned to a defined user to help others a Type in the first few letters ofthe users name The box will be automatically filled understand its use By specifing the extension type reports on specific types of with all the names beginning with those letters Click Select to choose the user or extensions can be produced Ifthe extension is an AutoAttendant Voice Mail or Clear to choose no user Announcement extension then setting a voice mail timeout will cause any incoming calls to this extension connected for less than the voice mail timeoutto be marked x PEX Code Number Head Office Bo Type part of a user name here Selected user fi Richard Name Default User EXT 200 Richard Organisation on Type Extension Group Unassigned None v A Clear 4 y Voice Mail Timeout Seconds lw Enable for Hot Desking Enable Real Time Statistics Cancel Created By Creation Date Repeat this procedure for each user that will need creating Users can be created en masse if there are several users to create this can be achieved using the config import tool Details of how to do this are shows in the Using the Config Import Tool section of this manual While editing extensions you can choose to enable an extension for Hot Desking Extensions that are not enabled for Hot Desking are not available for Cal
46. e 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 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 100 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
47. eeteeeeeeeeteneeeeeeteneenseetaeetseeenees 7 Programming the SV8100 USING a SCIiPt cc eecccceeeeceeeeeeeeeeeseeeeesaeeeeseeeeesaeeeeeas 7 Programming the SV8100 Manually s sccxcnccencdececeaceexedaseceuceercseutcenerenctaxceseczecesenctawstexs 9 Installing the MyCalls S rvel cccccccsscecseeeceeeteseeseeeteeeseeeeeeeteneesees 12 PNG CM SING E EE ensenaee aside anes E 15 Reading the license from the SV8100 eececceccecseeeeseeeeesseeeesseeeeseaeeeseeeeesaaeees 16 FC OI SAO Mit e E E E E E 17 Upgrading a MyCalls LICENSE ssessrisanisenerineruieninene urena 20 MyCalls Call Recorder LICENSING cccccsecceceeceeceeeeeseecesseeeeseeeeesseeeesseeeseeeeeas 20 Configuration IMport cece ceeccceececeeeeteeeceeceseeeeseueeeseeeeseeeeseueeseeetanes 21 Upgrading MyCalls 2 5 and ADOVE cccccccsececeeeeeseeceeteneeteeeeaeetenees 26 MyCalls D SKtOP cccccccccccececeeeeeeeeseeeeseeeseeeeseeeseeeseeeeseeesueeseeesaeees 28 SV8100 MyCalls Desktop PrograMmmMing cccccsscceceeeceseeeeeseeeesseeeesaeeeesaeeesaaes 29 Contiguring MyCallS DESKIOD iezaiesccezcsecacdscceeascesdescdctaiucecasetcseideeioraddcatenedcrabesaidececs 30 Accessing Call Control Features in the MyCalls Application 34 Accessing Call Control Features Using MyCalls Desktop 35 Using Call Control Features cccccccseccceeeeeseeceeeeeeeteeeeeeeteeee
48. es 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 I gt NEC Recorder InstallAware Wizard T Audio Storage Folder Please select the Folder for storage of the calls if different From the Collecting information Late Sonali ESB e Preparing installation Desktop E J My Documents g My Computer Es 05 C Installing Finalizing installation E Documents and Settings E E drivers H O 1386 Hm Intel Program Files on WINDOWS a 8 OFFICE12 D j C Program Files NEC CallRecorder Data Audio 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 I NEC Recorder InstallAware Wizard a 9O Backup Folder Please select the backup folder on large drive Q Collecting information different from the Data drive A daily default backup will be automatically created e Preparing installation Installing HL My Documents Qe if My Computer Finalizing installation My Network Places hg Recycle Bin P __ LA Backup path f C Documents and Settings admin Desktop Available Disk Space 0 bytes At
49. etre ee etten er eer aa weeny 65 Upgrading from Older versions of Call Recording Software 65 Disabling Encryption on the TMP Folder cccccccccecceeeseeceeeeeeeeeeeeeeeseeeaeenaes 66 MyCallls COnfiQuration ccccccccsecceseetsseeeseeteneeseeeteneesseeeeneeteeeeaeetenees 67 Netlink and Gall RECONdING xx ccoaiecienseacin exces ieee ase A 70 Configuring Call Recording RUIS insincere a a a a 71 Call playback users and QrOUPS ccscecccseeccceeececeeeeeceeeeceecesseeeesseesessaeeessseesaaes 72 Playing DACK CalllS sveitswwretcweisanase nes OEE TA a E DE E ernari 74 PCAINING Recorded G alloar a E eee 75 Voume INGUIN 6 Garsas E NA centaedeceatueteuaataueuaasean 76 Manual Call Recording Archiving Using MyCallls cccccccccceeeeseeeeeseeeeeseeeeeas 77 Scheduled AN CIV I ix atest etcetera ciate het endeared eee ctan caved EEEE 78 Exact Coane Map PING ssccciaxcenecsstscnuistetoeuateiccciatseneetatiecutistetwentessiceaeds 79 INGE Plc Cessa a E E sales nee 79 SCV BRILUN er cece E a ss 81 SMIE Anal g CAT sg Serasaca terete scare E EE E EEEE 81 SIP TUNK Calls RE CORGING iurar sects seen sisted Gaeta te szemen egeszseges TRN Gade Gave sz sz 81 MEOE UMS gear eee ease nee aA AA A A A B Ot EE 82 MIGHUDICHE FAR AIINSiecsssenaetraesaduiteanedarsuedersenetesuesvadevuvetesaunsdersuonstunuundeuemeeeest 83 MUIUIDIESANalOGUC DRI ANG seenen 85 Firmware on the Call Recording BoX ccccc
50. from the Tools menu select Options Type False in the value column next to deleteNoneArchivedCalls and click OK to save the changes In order to apply the change from the File Service menu in Sense click Stop Service and a few seconds later click Start Service Server Passwords Administrator User aa Mame Value delete one rchiwedCalls FALSE Disable SenseCallsT able TRAUE OE Cancel L 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 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
51. gil Untitled NEC Philips S 8100 PCPro File View Programming Communications FOB HIeF N Qvie g Create Main SW Package C Blades Click the yellow folder in the box next to open the script file eis Script File fT Select the PCPro script file to to load and execute Reports Debug Terminal v Stop execution on error Please note the MyCalls script will enable a single digit voicemail access code of 6 and disabled on hook transfer for all class of services These features are for MyCalls Desktop and can be changed if needed Browse and locate the MyCallsv3 pcs Usually located in c program files SV8100 Application Suite NEC Philips SV8100 PC Pro Cygnus Philips 05 O0 scripts folder open ixi Look in scripts o2 ouk My Recent Documents fm script_Austria_V1 pcs ff script Poland Y2 pcs script_BalkanCountries_V1 pcs script_Portugal_ 2 pcs script_BalkanIICountries_V1 pcs script_RestOfEurope_V2 pcs script_Belgium Dutch _V2 pcs script_SouthAfrica_V2 pcs script_Greece_V 2 pcs script UK V2 pcs script Italy V2 pcs Template 1 Park 1 6 pcs script Luxembourg YW2 pcs Template 2 Park 1 4 M pcs script MyCalls_ V3 pcs x eevink Alabhavlamnde UO mer File name script M yCalls_ 3 v Vg ETA Files of type Script Files pcs Cancel Places Open as read only amp My Documents The path to the script file will be entered unche
52. gistration process again MyCalls Call Recorder Licensing MyCalls Call recorder licensing works in the same method as other MyCalls features Call recording does not work with the 1 year version of MyCalls at least MyCalls Call Manager Call Centre Enterprise is required As part of the call recording package a license containing call recording for the relevant number trunks should be downloaded from the LMS and installed on the SV8100 If you are adding a call recorder to an existing installation then you should treat the installation as an upgrade and carry out the read license registration procedure after installing it Configuration Import Before carrying out the configuration import make sure that the MyCalls license has been installed from the SV8100 else the correct SMDR Event templates may not be configured in MyCalls The configuration import tool is used to take data and settings from the SV8100 and import it into MyCalls Information such as extensions DDI s and trunks can quickly be imported into MyCalls reducing the installation time of MyCalls From the Start Programs NEC Infrontia MyCalls menu run the Configuration Import Tool Now load PC Pro and take a download of the SV8100 configuration In Wizards select Applications MyCalls and choose a device type i e DDI s Highlight the DDI s that you wish to import into MyCalls then right click on the highlighted area and click Copy Selection Alternatively
53. h box a required Once all boxes have been upgraded double click the start service icon from the bin folder 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 2010 NEC Unified Solutions NEC Unified Solutions P O Box 32 1200 JD Hilversum The Netherlands
54. hey are entitled to upgrade MyCalls from the current version to any version of MyCalls If the site is running MyCalls 2 5 or above then they will need to have sufficient MyCalls Upgrade licenses before they can upgrade the MyCalls software Important Before upgrading take note of which version is currently installed and which version you wish to upgrade to As a precaution take a backup of the configuration and call records database before upgrading If a site running MyCalls 2 5 wishes to upgrade to version 3 An appropriate version upgrade license should be purchased allowing the upgrade to take place Upgrades are available in two main types singles version upgrade and any version upgrade A single version upgrade will allow you to upgrade from version 2 5 to 3 A Multi version upgrade will allow you to upgrade from version 2 5 to any other released version All version release numbers will be staged in 5 increments A Single version upgrade will allow you to upgrade from 2 5 to 3 or from 3 5 to 4 and so on To upgrade from 2 5 to 3 5 or above you will need to purchase an any version upgrade license There are 6 different upgrade licenses that can be purchased and are summarised below Single Version Upgrades Required for each PBX in the MyCalls license More MyCalls Single Version U000117 than one license is required for enterprise sites only The Upgrade per PBX number of PBX s can be checked in the help about section of MyCal
55. if a client can access a share from Windows explorer type servername mycalls where servername is the name of the MyCalls server In the example below the server is called mycalls File Q Back d e search T Folders Hat Address mycalls mycalls bool APPS LJ Documents and Settings If an explorer window opens showing the contents of the share then the client can connect to the server and share Edit View Favorites Tools Help F Hide the contents of this drive 2 Add or remove programs Search For Files or Folders S mMyCalls on mycalls File File and Folder Tasks a a J sessssssesosessesesssssesessets j Make anew Folder i trae lt ta Publish this folder to the web LJ a d de DefaultRep en Edit View Favorites Tools Help gt gt Other Places If an error is displayed saying there is a Logon failure then it is possible that the user trying to connect to the share does not have the correct permissions mycalls mycalls i i x ws mycalls mycalls Logon Failure user account restriction Possible reasons are blank passwords not allowed logon hour restrictions or a policy restriction has been enforced To check permissions on the MyCalls server right click on the MyCalls folder in C Program Files NEC Infrontia and then Sharing and Security f NEC Infrontia File Edit view Favorites Tools Help Bak gt 7 Bi a Search Folders Bat
56. is procedure for each call recording unit that you need to configure When finished plug in 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 Trunk E oT r r r r r r r Co e CO a ee es dd 15 S oS je 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 51 52 53 54 55 56 57 58 59 NO 21 22 23 24 29 26 217 21 22 23 24 29 26 2 NO 00 N O 61 63 64 65 67 70 71 12 13 74 19 76 17 18 19 10 10 kh zh 12 13 14 15 16 17 18 19 20 12 13 14 15 16 17 18 19 81 20 82 83 84 85 NO 22 23 24 25 26 21 28 29 22 28 24 29 26 21 28 87 88 N O 91 92 93 94 95 97 100 101 102 103 104 105 106 107 108 10 11 10 11 NO 13 14 13 14 O1 16 17 16 17 N N O1 amp Go PO NO N O1 AIIN NIN NO O1 NO CO OO Multiple Analogue BRI 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
57. k 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 Delete call recorder Trunk Licensing Call Recorder Licensed Head Office Branch Office Nonel 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 oice 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
58. l paths and removable media The best driver found will be installed Search removable media floppy CD ROM V Include this location in the search Da C Dont 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 Browse ForFolder TES Select the folder that contains drivers For your hardware 3 MSXML 4 0 O MSXML 6 0 El gt NEC O NEC Recorder E bin gt Fwd at a ol O redist ma 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 T SS 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 I Include this location in the search C Program Files NEC NEC Recorder bin Thesycon C Dont search will choose the dri
59. l Control Users to logon to Edit the Extensions The type and user group of multiple extensions can be changed by clicking the right mouse button and cc and pasting onto the other extensions To edit an individual extension click the edit button for that extensic Drag a column header here to group by that column Number f Name Type Group User Deskin 8 ot POF os CE bene eee eket Nore OEREN E nun B 202 EXT 202 Unassigned None oo None es a 203 EXT 203 Unassigned None None SETTI Once users have been created they have to be put in call control groups A call control group is where you can allow users to use call control and define permissions for these groups In Configure Telephone System Call Control Call Control Create or Edit a Call Control Group Enter a name for the Call Control Group and then from the list of users add them to the list included users by clicking Add In the lower section of the window permissions can be configured for members of the call control group Configure a Call Control Group Acall control group should be named help others understand its use The Users list should contain all the ie users who are to be controlled by this group PBX Code Name Head Office Users Type part of a name here Included users Richard Organisation Add Remove v 4 A Iv Allow Answer Call iv Allow Set Forward iv Allow Barge In iv Allow Make Call iv Allow Set DND iv Allow
60. lable in the lower section of MyCalls Desktop amp MyCalls Desktop ai is AHAeCtm Aa Y 2 0 Dial Answer Hangup Transfer Hold Recall Park Retrieve Conference Operations Options 00 00 06 Column Chooser Location Total Duration Duration Nottingham 00 00 07 00 00 04 Using Call Control Features For information of how to use the call control features in MyCalls please refer to the MyCalls End User Guide Configuring Screen pop Interfaces For information on configuring Screen pop interfaces please refer to the MyCalls Screen pop configuration guide Installing the Call Control Service In circumstances where the 3 Party TAPI driver is not installed on the MyCalls Server it is necessary to install the MyCalls Call control service onto the PC running the 3 Party TAPI driver To install the call control service start the MyCalls install and from the Setup Type screen select custom and click next i MyCalls Installation Wizard Setup Type Choose the setup type that best suits your needs Please select a setup type Complete re All program Features will be installed Requires the most disk space C Client H Install only the client applications C Server HE Install only the server components C Email Collector H Install only the email collector PP Pir ee L TTL ETI H Choose which program Features you want installed and where they will be installed Reco
61. lay List Sound Clips Note Audit Drag a column header here to group by that column Column Chooser Date Time From Device To Device Number Abbr Duration 14 01 2011 16 07 1031 Line 031 200 EXT 200 596957 None m 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 then when the PC gets down to 2GB of space remaining it will stop recording All archiving that is carried out has to be done on a media local to 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 Different types of media can be used for calls
62. ld be enabled for non MyCalls desktop users Configuring MyCalls Desktop Once the MyCalls licenses are active in the MyCalls application and the 3 Party TAPI driver is running then you ready to configure MyCalls Desktop Login to the MyCalls application as a PBX administrator and from the configure menu select Telephone system then expand the PBX name expand Call Control select Call Control then click Configure Call Control Configure Telephone System 7 v o Office Call Control Groups i Call Recording Bl 6 Agent Control A Call Control Group defines the rest Elf Call Control group These restrictions include the lf Service Codes ic El I Devices Configure Call Control Bf Groups Use the Call Control wizard to ena method of call control that Is ta be Create or Edit a Call Control Group From the control type drop down menu select Generic Tapi and click Edit Call Control Configuration x Specify the control Type Before call control configuration can take place the tpe of control needs to be specified Control Type Generic Tapi OF Cancel Enter the name of PC that is acting as the call control server This is normally the same PC as the MyCalls server and is running the 37 Party TAPI driver The call control service is installed by default when a complete installation of MyCalls is carried out If the TAPI driver is installed on a different PC to the MyCalls server then the call control service
63. lick and choose to Paste General Information When the extension page is copied over there is an option to create default users When you click Create Default Users the contents of the Name column is copied across to the User column You can also change the name if required by typing over the existing names in the user column The user type is a drop down menu that allows you to specify the type of user If users are created during the config import then an administrator user name and password should be entered When the config import has successfully completed the users will be created in MyCalls and automatically assigned to extensions This is particularly useful if there are a lot of users to create and assign to extensions If MyCalls Call Centre is being used you can also use the Create Default PINS options The same principle applied but the extension number of copied to the PIN column and when the config import takes place the extensions are created and then users are assigned to extensions and PIN numbers Note The config import tool will always overwrite any configuration in the SV8100 so creating users by using the config import tool will overwrite any existing users configured in MyCalls lB Configuration Import Bf Account Codes Drag 4 column header here to group by that column oli Callers ABB Dial ii Carriers Selected Number Name Type Group PIN User User Type A DIDs ss PA oo 200 Steven Unassigned 1
64. ll forwards External Trunk to Trunk Transfer Wizards Trunks Trunk to Trunk Routing Assign a trunk group used for trunk to I eitiernnemrea in to another Barge In Wizards COS Barge in Receiving Turn on to allow an extension to be barged into Broker Wizards COS Automatic On Hook Transfer If the broker feature is being used and On Hook transfer is enabled the desktop user clears down the call the two callers are transferred together If the broker feature is being used then this should be disabled Paging Wizards Extensions Extension Internal Extensions should be assigned to Paging Group paging groups before MyCalls will be able to page Transfer to Wizards System Numbering Plan This is the code used by MyCalls voicemail Service Codes Single Digit Code to transfer call to voicemail Voicemail Access The transfer to voicemail option is configured to be 6 as a single digit option by default when the MyCalls script is used When the MyCalls script is run to program the SV8100 it disables on hook transfer on the SV8100 The reason it is disabled is that MyCalls takes responsibility for deciding if a transfer is a Supervised or blind transfer With On Hook Transfer enabled if a MyCalls Desktop user receives a call and makes a call to another extension and then cancels the call it would be transferred to the other extension On hook transfer can be enabled on a per class of service basis and therefore cou
65. lls 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 rs specify the Call Recorder Type Hefore the configuration for a call recorder can take place the type of call recorder needs to be specified Hame 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 the licensed column To check or change the trunk type click Configure Telephone System PBX s PBX Devices
66. ls MvCalls Sinale Version Required for each Call Control User in the MyCalls ie rade Sein ar eci EU000120 License The number of call control users can be as re displayed in the help about section of MyCalls MvCalls Sinale Version Required for each Concurrent User Logins Agents in ae rade A ee er Adeni EU000122 the MyCalls License The number of concurrent users Pe a can be displayed in the help about section of MyCalls Any Version Upgrades Required for each PBX in the MyCalls license More MyCalls Any Version U000118 than one license is required for enterprise sites only The Upgrade per PBX number of PBX s can be checked in the help about section of MyCalls MyCalls Any Version Required for each Call Control User in the MyCalls Upgrade Desktop per User EU000121 License The number of call control users can be displayed in the help about section of MyCalls MvCalls Anv Version Required for each Concurrent User Logins Agents in y y EU000123 the MyCalls License The number of concurrent users Upgrade per Agent can be displayed in the help about section of MyCalls Before the upgrade can take place the licenses should be installed on the SV8100 read in using the MyCalls license manager and registered on the Kelmar website To verify that the upgrade can take place click the Help Upgrade requirements option in the MyCalls application If the requirement for upgrading is satisfied then in the Help Upgr
67. ls license that will allow you to upgrade to a different version In order to upgrade to MyCalls 2 5 from an older version of MyCalls the version you are upgrading from must have MyCalls annual updates in place Note MyCalls will not be able to read a license while the 60 day trial is running on the SV8100 Before reading the license from the SV8100 you should check that PRG 90 55 01 is set to 0 A license will also need to be installed on the SV8100 When the MyCalls license is registered it is bound to the CPU and MyCalls checks on startup that it is connected to the correct CPU If a CPU is replaced then MyCalls will not start until the MyCalls licenses exist on the new CPU When the licenses exist on the new CPU the license should be re read and re registered using the license manager MyCalls Desktop requires the 3 Party CTI license to be installed on the SV8100 Reading the license from the SV8100 From the Start Programs NEC Infrontia MyCalls menu start the License Manager application Select SV8100 Read License from Switch File License S 8100 Help Generate Registration Request File Registered User o Registered Company Enter the IP Address of the PBX and click read license The TCP Port can be changed if required you would only change the TCP Port if PRG command 10 47 had been changed the e ap plication firstly the license must be read from the switch Enter the sw IP address and modif
68. me 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 will grow to before its name is changed For example the settings show in the screenshot below would firstly backup toe backups Jan08 0000 once the folder jan08 0000 reached a size of 1000MB another folder would be created called e packups Jan08 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 a E Backup Call Recordings You can either back up all the calls in a specified date range or you can specifiy thatthe system should back ut Backup Folder on Recording Server Backup Yolume Name Maximum Volume Size t JE BACKUPS Jan08 fi 000 gt Schedule a Backup of all Un Backed up Calls Schedule T ask Start Time ID ally v 31 2 01 2 2006 00 00 00 Schedule ask Daly Backup all Calls between these Dates Every fi day s Start Date Start Time 11 212 2008 M 00 00 00 4 End Date End Time 11 212 2008 M rA RS WERE 4 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
69. mmended for advanced users C Network Client ia Install a network client Installshield lt Back Cancel From the list of components to install choose only to install the call control service and step through the rest of the installation wizard accepting the default options iz MyCalls Installation Wizard Custom Setup Select the program features you want installed Click on an icon in the list below to change how a Feature is installed Feature Description This option allows you to install the database You would normally install the database on the same machine as the Call Processor This Feature requires 21MB on your hard drive x Call Collector 3 x Call Processor X v Applications come v MyCalls X Call Collector Configuration X Computer ID Generator X Desktop Client Re x Call Control Server Install to InstallShield Help lt Back Cancel Once the installation has completed the call control service will be active From the MyCalls server enter the name of the Call Control Server PC in the TAPI Connection Configuration That is the PC that the call control service was installed onto Click OK to save the changes Space TAP Connection Configuration Enter the name ofthe computer running the Call Control Service If you need to dial a code to access an outside line enter it here Enter the maximum number of digits for an in
70. ntain the correct upgrade items To view your upgrade eligibility use the e Help gt Upgrade Requirements menu option from the main application Are you sure you want to continue If the upgrade requirements have not been met and MyCalls is un installed you will not be able to install a new version it will halt during the install To apply the upgrade licenses the original version of MyCalls will have to be re installed to allow the licenses to be installed MyCalls Desktop MyCalls Desktop requires some extra configuration in MyCalls As MyCalls Desktop is a CTI based application a BE107577 3 Party CTI license will need to be installed on the SV8100 along with the MyCalls license Once the license has been installed then the 3 Party Telephony Service Provider TSP should be installed onto the MyCalls Server The 3 Party TSP software is provided on the Technical DVD along with the manual to assist installing it It would be recommended that the TSP should be installed on the MyCalls server PC It is possible to install the TSP on to different PC to the MyCalls server instructions are provided later on in the manual MyCalls Desktop can be used in two different ways either the full MyCalls application can be used or the MyCalls Desktop application can be used The main difference between the two is that if you use the MyCalls application you can have access to Real Time Screens Reports and all of the other MyCalls features along with
71. nto the BIN sub folder In there double click the Stop Service shortcut 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 H citt SignallingMode CH passive 1 active 2 Li trans 3 L2 Carns 10 11 AudioMode Interf aceT ype IsdnProtocol AUSTEL 13 QSig gt EncodingIT ype Watchdog CSID passive 1 active gt ci BRI 2 PRI gt ti DSS1 3 Hi amp NZ 5 SESS 7 JA fi ALaw 2 uLaw LA off 1 one Hardawre Revu Firmvare Rey LineMode MonitorGain tdh gt CRC4 Receive Impedance Ei 2 Ti 3 Jis db i 22dh gt CRHC4 is OFF 1 CHC4 is ON gt Internal 1 External gt scroll 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 th
72. nts 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 it 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 PC MyCalls instructs the call recording software to perform a backup 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 Aug08 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 na
73. rmally used where the VOIP is not being used on the PBX gt If you are using the IPL for the SMDR and P command Output then you should use the General IPL Page gt If you are using Netlink then you should always use the General Netlink This means that the SMDR and P Commands will be collected from the IPL card al IPL IF Address 10 0 0 100 SMOR Dupa ACD MIS E ACD Agent Control pe ad Party Server 8181 SMDR Format Type General Overseas Programming fi f Date Format European format Date Monthig f Output Port Type ss Minimum Digits C Blades Quick Install Advanced Items Minimum Duration z f Minimum Ring Time Copy selection Ctrl C Toll Restriction Calls Copy d f Trunk Number Name Paste Ctrl V KS Toll Charge Cost Fill Incoming Calls Extension Number N arr Default DD Table Name Help on Caller ID Output When DUTTO Trunk Caller ID DDI Number Trunk Name Received Dialed Number EJ General NetLink Trunks C Service Codes Account Code Caller ID Name Account Code fl Danar Maseane Caller ID Name Output Method same line Fl Gonnacted Meta 5 Point Terminal Number Multiple Subscriber Numbering Desktop X b Expand All Collapse All A Wizards G System Data When you have selected the correct general page select the entire contents of the page and press Ctrl C or right click and select Copy Selection Now switch to the Configuration Import Tool right c
74. roup 3 telephones 43 User 3 Tasks f User 4 2 Group 3 Supervisor Edit User Configuration 2 Supervisor Use the Edit User Config E All Users membership or user defin 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 ons can be changed by clicking the right mouse button and 2 at er extensions To edit an individual extension click the edit Number Name Type Group Enable Statistics EXT 200 Unassigned ne 2 Ac 202 EXT 202 Unassigned None Edit PEPE EE EERE EEE EE ER EERE EEE TEES TEER ER EEEEEE TEES EEEE TEER VEN I EEE EER TEES EEE REESE EER EEE EE DP reee eee e ee ee ene en nearer eee NANNINI eeeeneenereneeenenenennd EL dbandbensbensdensbensbensbensbensbensbensbens tnabensbenbbansbenstensesconnnabendbensbendtentbenbacdh TETTETETT anna LEYT 309 by edie Ee RIRA ral E Ait Click edit against the extension you wish to assign to a user Edit an Extension and assigned to a defined user to help others tension type reports on specific types of tension is an AutoAttendant Voice Mail or atting a voice mail timeout will cause any incoming less than the voice mailtimeoutto be marked v PBX Code lumber Head Office 200 lv Enable Real Time Statistics Name Default User EXT 200 None Select Click the select button
75. rty and will help determine call drection E g 102 178 1 255 105 12 255 255 Local Lan Masks 10 255 255 255 31 95 64 251 Spec y a comma seperated kst of IP masks which are part of yout Telephone Service Provider TSP These vall help determine cal drection E g 192 168 1 5 192 168 1 17 Media Gateways 10 0 0 100 81 200 220 124 Save Cancel To apply the changes the VoIP recording service has to be restarted this would mean that any VoIP calls that are currently being recorded will not be recorded Restart Service xi 2 J Configuration saved The YOIP Recording Service must be restarted to apply the changes Restart now After the Call Recording Software has been installed the call recording client has to be installed The client is the application that is used by the call recording software to view recorded calls Choose which folder the client should be installed to and click next gt NEC Calls InstallAware Wizard a client Folder Collecting information Please select the desination Folder For the client a Se HDD cr H APPS EH DIVTOOLS o aden EH Documents and Settings ees 7 2E al Intel Finalizing installation A eH gt MSOCache EH PNP R g HA Program Files j BO Sense2 3 4 737 E 29 WINDOWS j r ad d Falder p ans C Program Filesi NEC NEC Calls e Preparing installation Space Required 3 158 KB Available Disk Space 223 760 MB Remaining Di
76. s 013 212 EXT 212 iv C SMDR Date Format 014 213 EXT 213 iv E SMDR Output for Extensions 015 214 EXT 214 lv EI SMDR Output for Trunks 016 215 EXT 215 lv coe f Groun i 017 216 ExT 216 lv In Wizards Additional Devices SMDR Setup select SMDR Output for Trunks Enable each trunk for SMDR output and click Apply to save the changes Trunk Name SMDR Print Line 001 sz 002 Line 002 lv 003 Line 003 lv 004 Line 004 lv 005 Line 005 lv 006 Line O06 lv 007 Line 007 lv 008 Line 008 lv 009 Line 009 lv In Wizards Advanced Items ACD ACD MIS Setup following two items and click Apply ACD MIS Connection Port CD CP00 LAN ACD MIS 4000 Wizards w HX Apply Cancel Default Group box Cold ACD MIS Connection Port CD CPO0 LAN ACD MIS 4000 ACD Agent Control 4002 ACD MIS Noitification whe Programming Level El Advanced Items E ACD Automatic Call Distribution i E ACD MIS Setup ACD Time Patterns wo FAL ACT nent Sehin i Expand All Collapse All H System Data 2 Search N Wizards All of the programming changes have now been made Upload the modified configuration to the SV8100 and disconnect from PC Pro Installing the MyCalls Server The MyCalls server is the PC that will be responsible for collecting the SMDR and P commands from the PBX and storing it in the MyCalls database It is possible to install other MyCalls clients that can connect to the MyCalls
77. s driver software You should select the option Install this driver software anyway At the Windows Security prompt select install this driver software anyway sk so t3 Windows can t verify the publisher of this driver software v 9 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 Click finish at the VoIP recording screen 4 oIP Recording Install4ware Wizard O YoIP Recording Setup Complete Collecting information Preparing installation Q Installing e Finalizing installation Configuring SIP Trunks to Be Recorded During the Installation If you are recording SIP trunks you should configure the VolP Recorder options screen In the network devices section if multiple network cards are installed in the PC then the select the network card connected to the port mirror In Local LAN Masks enter a LAN mask for the local network being used multiple entries should be separated by commas The default options for example 10 255 255 255 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 Local LAN masks box enter the public IP address of
78. 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 gt Calls ioj xi File Archive Tools Help Call Details Misc T Box fi Max Records 100 l Local Number Comments l Remote Number I Channel CH Call Direction Date Time Duration From F 10 05 201000 00 gt To F 10 05 20102359 5 Quick Today ttt Min Max Date Time Ringing Duration Box CH Local Remote Direction Archived Comment Anaa Era 00 00 02 00 00 06 08454130885 01159695700 Incoming Sip G 711 PEMA 10 05 2010 11 00 56 00 00 01 00 00 04 129 1 08454130885 01159695700 Incoming No Sip G 711 PEMA
79. should be installed onto that PC running TAPI Instructions on how install the call control service onto a different PC are provided later on in this manual Other configurable items are as follows e Outside Line Access Code The outside line access code is the number used to seize a trunk on the PBX e Number of internal call digits The number of digits of extensions on the PBX If MyCalls dials a number of over this number of digits then the number entered in Outside line access code is added to the dialled number e Auto Hang up Calls If this option is enabled when a call has finished on the PBX the phone will return to an idle state e Always dial these numbers externally Any number entered here will always have the Outside line access code added when they are dialled TAP Connection Configuration Enter the name ofthe computer running the Call Control Service IT WOU need to dial a code to access an outside line enter it here Enter the maximum number of digits for an internal call and alsa exclusions to that rule Call Control Server name mycalls Outside line access code E 411 Number of internal call digits 112 Add i E Remove i Auto Hangup Calls Always dial these numbers externally Click OK the save the changes Users now have to be created to allow them to use call control features in Configure Organisation click create new user When creating users at least one PBX Administrator sho
80. sk Space 223 756 MB Click finish when the installation has completed y NEC Recorder InstallAware Wizard j NEC Recorder Setu Complete 19 P P OQ Collecting information Preparing installation a Installing e 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 CT Computer Management o im File Action View Window Help e m elg Computer Management Local DE Network adapters System Tools Ports COM amp LPT Event viewer ae Processors Shared Folders H A Sound video and game controllers 87 Local Users and Groups Fr eg System devices E Performance Logs and Ale H Universal Serial Bus controllers a Device Manager USB NEC Recorder Storage NEC Call Recording 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 The found New Hardware Wizard will start Select No not this time and click next Found New Hardware Wizard
81. st be a computer name Please enter the Server Name mycalls InstallShield lt Back cancel _ At the next prompt click install to complete the installation z MyCalls Installation Wizard Ready to Install the Program The wizard is ready to begin installation Click Install to begin the installation IF you want to review or change any of your installation settings click Back Click Cancel to exit the wizard InstallShield Cancel The MyCalls application can now be launched using the Start Menu or a short cut is available on the desktop Patching From time to time patches may be release to enhance the performance of MyCalls These patches are made available from the following FTP site ftp ttp neci co uk mycalls patches The patches are made available on a per PBX per version of MyCalls There is a set of instructions available online that show you how to install the patches Patches should be applied to the MyCalls server and any clients Call Recording MyCalls Call Recorder gives you the ability to record and playback trunk calls made on an SV8100 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 s
82. ternal call and also exclusions to that rule Call Control Server name mycalls Outside line access code Always dial these numbers exterrially i J11 Number of internal call digits 112 Add ok E Remove e Auto Hangup Calls a Installing a Client A MyCalls client can be installed to allow an individual to use the MyCalls application of their PC During the installation you are prompted to enter the name of the MyCalls server PC Once the installation has completed then the client will be able to use any of the functions available in the MyCalls application There are two types of clients that can be installed a network client or a standard client A network client works by installing a small amount of components on the client PC and then running the MyCalls application from a network share off the MyCalls server A standard client will install a lot more components onto the client PC and the application will be run from the local PC Network Client The main advantage with a network client is that you only need to install it once on a client If the MyCalls software running on the MyCalls server PC was upgraded then as the MyCalls client runs the application from the server the client could not need upgrading During the installation of the MyCalls Server the MyCalls installation folder is shared In a Windows Domain environment users will need the read and execute permission to the MyCalls share on the MyCalls server To see
83. the Call Recorder configuration Recording Server Hame Password PO Aa al Recording Rules Playback Port Download Speed E Bits sec 9800 50000 Recording Backup Archive Port 9802 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 37 x Edit trunk Mappings A trunk must he assigned to the correct Retell Unit Fort and Channel The assignmentis 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 SV8100 Trunk Unit ID Port ISDN Channel d aeee Single Analogue Unit Assuming the trunk numbers run sequentially from 1 8 then the
84. 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 gt NEC Recorder InstallAware Wizard 6 SOL Server Root Folder Please select the root folder for SQL Server installtion The database will be installed under lt root folder gt Microsoft SQL Server Collecting information 249 HDD C eC APPS H DIVTOOLS H E Documents and Settings HZ Intel H MSOCache Fy PNP ma Program Files H E Sense2 3 4 737 e Preparing installation Installing Finalizing installation 4 3 WINDOWS on _ r a H a a den S s 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 a 4 Call Recorder installer notification If after closing this message i Windows displays the message Windows can t verify the publisher of thi
85. the call control and screen pop functionality MyCalls Desktop only has access to the call control and screen pop functionality The number of users that can logon to each of the application types are controlled via the license Call Playback is only available in the MyCalls application not in the desktop application Any configuration changes have to be made through the MyCalls application When the MyCalls client is installed both of the applications are available on the PC MyCalls A MyCalls Desktop Application Application MyCalls erez alls Desktop MyCalls Desktop has the ability to perform Screen popping and is available to two levels standard and advanced The standard databases are included when you buy MyCalls Desktop and if you require access to the advanced databases you purchase the Screen pop advanced license Details on which databases can be screen popped are below Database Type Advanced Maximiser Microsoft CRM Sage Line 50 2006 201 1 Custom VB Script and JScript integrations SV8100 MyCalls Desktop Programming some of the features that are available in MyCalls Desktop have to be enabled on the SV8100 before they will work in MyCalls The MyCalls features along with the related programming commands are listed in the table below MyCareer ep Programming Commands Comment Feature Wizards COS Call Forward There are several call forward class of Call Forward service items that can be enabled disabled for ca
86. 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 recording of more than 120 channels is required then two call recording servers can be used When implementing a call recording solution consideration should be given 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 Core 13 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 Core 13 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 3GB 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 32 and 64 BIT Note although MyCalls in supported on Terminal Services and Hyper V the call recording
87. 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 ars name The box will be automatically filled hose letters Click Select to choose the user or 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 OO 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 if Qf 14 01 2011 16 09 200 EXT 200 032 Line 032 0800500005 User 1 Freephone UK only 40u Si 14 01 2011 16 07 031 Line 031 200 EXT 200 01159695 None Nottingham 14 01 2011 16 06 031 Line 031 200 EXT 200 01159695700 None Nottingham yr Alarms LS Calls UE Unreturned Calls g 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 Call Player MyCalls p 2 5 x 00 00 00 02 00 04 00 06 00 08 00 10 End d nannan a 00 00 00 000 I Play selected range sound clip P
88. treamed 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 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 has different licensable options that are available for call recording P Commands 5 SMDR A LLITS s 6 I PRI u Call Recorder MyCalls PC USB Lead a Sr aa MyCalls Recorded Calls Database Database Call Recording Licensable Options Included with the 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 yvaveromm Section Recording Recording Display i Marker Enhanced 1 Enhanced and Audit 2 1 MyCalls Enhanced Player is part number EU100021 License Code 7152 2 MyCalls Call Playback Auditing is part number EU100022 License Code 7153 This license requires the enhanced player to be installed 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
89. uld be created this will allow a nominated user to carry out administrative functions Enter a name for the user and set the User Role as required and select Basic from the Call Control drop down menu Users can be enabled for Hot Desking by turning this feature on it allows a user to select which extension they will logon to when they first logon to MyCalls If a user is not enabled for Hot Desking then the user must be assigned to an extension 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 Richard RH Job Title Group User Role Email Address PBX Administrator h Password Call Control lv Enable for Hot Desking Enable Real Time Statistics Basic v Users that use the same extension or are not enabled for Hot Desking should be assigned to an extension When users are assigned to an extension that are enabled for Hot Desking they will be offered to login to their default extension To assign a user to an extension select Configure Telephone System PBX Devices Extensions Create or Edit Extensions and then click the edit button against the extension Then click the select button next to Default User and in the select user window type part of the users name in the top left box and select the user Click OK and the user is assigned to the extension E
90. units and it assumes that the trunk numbers running sequentially from 1 24 SV8100 Trunk E E a e E O Firmware on the Call Recording Box Sense Version 2 4 1 and above requires the firmware 2 4 1 dated June 2010 to be installed on the call recording unit If the firmware on the box is older than 2 4 1 June 2010 then it can be upgraded 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 If the date is older than Jun 11 2010 then the firmware on the box should be upgraded ca C Program Files NEC CaliRecorder bin vps exe Info cmainUpsThread started Info OL DLL initialized API version 323 PCI devices found USB 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 x8858 Serial S2608PRI Info CS found Info gt Bandwidth total 480008 consuned 46000 Info PnP notifications started Info CS API version 2 2 6 428 27082008 Info NCS started Info ivrMsqPumplhread thread started Info cshttpListennerlThread thread started Thread thread starte
91. ver 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 ey Retell Call Recorder Py Cy Setting a system restore point and backing up old files in case your system needs to be restored in the future Upon completion click finish Found New Hardware Wizard Completing the Found New Hardware Wizard The wizard has finished installing the software for 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 Date Loon xl From Login to 127 0 0 1 Er User admin Quick Password eecccccceses Misc Max Records Comments B Min By using this software you agree to these terms and conditions po Enter Cancel Showing 0 of 0 rec CH Local Remote Dire When logged into Sense you will
92. vid smith emailcouk Do you wish to be notified by email of product upgrades information regarding l Notify me of updates and information regarding MyCalls MyCalls rOnsDtqwnBshkOadu0He Zqq 6biS5vt1l7 AlFE6BZw 4yidridekqmoPZ8D374VS0 q tYI k4sCshQ j a gj2uleKjF5EWx0OfWMqap5 bSYDM PEuKhsoi 75yKk1lZ4hlmMiMQeAsyvsEpzGMtX1SXdARv7uJqL4 A Registration Request Information GkaqyGAwo8RiaQPZkLRIILVcOMUvwBR1JuODWCDLitB3RvNO5101 gqq8bUdxAa qGu3AsyT DS2iBx MpaHtIvggkt39NFraYU Xy Yv Send Registration Details License Registration File has been emailed to david smith email co uk Save this registration file and install it using the License Manager application Once the registration has been submitted it is automatically processed by a web server and a registered license file is sent to the email address that was provided The email will come from SV8100MyCallsRegistration kelmar software com and will have a license file attached Save the license file onto the MyCalls server and open the license manager see note1 From the file menu select open and open the Irf that was in the email Verify that the information is valid and correct then click Install to install the license The main difference between the license pulled from the SV8100 and the registered license it the expiry date The license pulled from the switch will have an expiry date of 15 days from when it is read from the SV8100 The expiry date of the registered license will increase by
93. xported and the system will automatically reconfigure itself When you click import the import tool will firstly check to see if you have entered information into each of the areas If you have not entered anything for example trunks you will get a warning message telling you about it Click yes if you are happy to continue amp The trunks have not yet been configured Is this OK The import also checks the information taken across from the General page If for example you have not configured some of the items correctly in the SMDR setup you will be prompted In this case be sure to correct the items and upload them to the SV8100 Once they are uploaded you will need to copy and paste the information in the General page over again Configuration Error Wad The following configuration issues have been detected The trunk number must be output Program 35 02 03 Incoming calls must be displayed Program 35 02 08 These issues must be corrected before you can continue When the import is successful you receive the following message The configuration has been successfully imported The system in now fully configured and operational based on the information imported by SV8100 PC Pro You will be able to login to MyCalls and start using it For further information on using MyCalls refer to the MyCalls end user guide Upgrading MyCalls 2 5 and Above If an installation of MyCalls has annual software updates in place then t
94. y the port if necessary Click the read fice T gas The license will then be displayed This license needs to be registe arad 5 sing the Generate Registration Request option off the V8100 en the validated return license needs to be installed Switch IP TA Port 6080 Read License You will be warned that the operation may take some time click yes to continue 2 Reading the license from the switch can take over 5 minutes and during this time the application will not respond to any commands This operation will not affect the switch but cannot be cancelled Are you sure you want to continue After the licence has been read from the PBX you will be asked if you want to install it click yes and the license will be installed on the PC MyCalls License Manager Are you sure you wish to install this license Any previous license will be overwritten Le The license will now work for a period of 15 days during this 15 day period the MyCalls software has to be registered If the MyCalls software is not registered during this period then it will expire MyCalls License Manager 2 The License has been successfully installed and will be locked to this computer This license needs to be registered using the Generate Registration Request option off the SV8100 menu Registration After the license has been read from the SV8100 you should select Generate Registration Request File from the SV8100 menu
95. you could highlight the area and press Ctrl C Make sure you copy all of the columns that are available for the data that you are importing For example there are 3 columns to select for DDI s Apply Cancel Default Group box Col chooser Ex Search DDITranslation Received Number DDI Name Table Entry q 0001 Ne m See Co p003 F 0004 03 gj 0005 04 i 0006 05 Programming Level Fi 0007 JE 0003 07 O Blades 0009 08 Quick Install 0010 03 Advanced Items 0011 10 Applications 0012 11 I MyCalls 0013 12 o eO Account Codes 0014 13 Callers ABB Dial 0015 14 Carriers 0016 15 d DDIs 0017 16 Extensions 0018 17 P Groups 0019 18 General CCPU x 0020 19 Expand All Collapse All i A Wizards System Data 4 Search 0023 22 oma an In the Config Import Tool right click you will be presented with a list of which items you are pasting into the Config Import Tool Choose which information you are pasting in by clicking on it Configuration Import Tool File Help G m Import My Telephone System Configuration You can either copy and paste data from a switch programming too Paste Account Codes Paste Callers or Contiguration Import Paste Carriers Bf Account Codes pacte DIDS R Callers ABB Dial Paste Extensions j k oi Paste Extension Groups 4 RT Paste Pilot Numbers Once the data has been pasted in it will be displayed in the Config Import Tool

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