User Guide. 3CX Recording Manager Standard. Version

Transcription

1 User Guide 3CX Recording Manager Standard Version

2 "Copyright VoIPTools, LLC " Information in this document is subject to change without notice. No part of this document may be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without the express written permission VoIPTools, LLC. Version Last updated September 07, P a g e

3 Table of Contents Table of Figures... 4 Introduction... 6 What is 3CX Recording Manager?... 6 Why 3CX Recording Manager?... 6 How to use 3CX Recording Manager? CX Recording Manager as a Remote Server Support... 7 Prerequisites... 7 Installation... 8 Download software... 8 Install Prerequisites... 8 Install 3CX Recording Manager... 8 Register your License Key... 8 Configure Server Settings... 8 Set Retention Policy... 8 Step by step Installation Procedure... 9 Web Portal Login to Web Portal Recordings screen Configure Display Time Zone Add New or Update Existing Score Add New Notes Update Existing Notes Listen/ / Download Recorded Audio File Settings screen Recording Settings Site Settings Log screen P a g e

4 Support P a g e

5 Table of Figures Figure 1: Setup wizard... 9 Figure 2: Test VoIPTools 3CX Relay settings Figure 3: Configure Database Figure 4: Connection Properties Figure 5: Windows Authentication Figure 6: SQL Server Authentication Figure 7: Configure Database Figure 8: Installation in progress Figure 9: Run Application Figure 10: License Figure 11: Success confirmation message box Figure 12: Import Screen Figure 13: Configure Recording and Archive Path Figure 14: Import Screen: Import Tool Figure 15: Import Restrictions Figure 16: Multiple Import Processing Figure 17: Processing Complete - Confirmation message box Figure 18: Set Recording Path Figure 19: Configure Server settings Figure 20: Set Retention Policy Figure 21: 3CX Recording Manager Windows User Figure 22: Web Portal Figure 23: 3CX Recording Manager Standard - Web Portal Login Figure 24: Recordings screen Figure 25: Recording Figure 26: Settings Menu Figure 27: Select Recording Settings Figure 28: Settings: Recording Settings Screen P a g e

6 Figure 29: Settings: Site Settings Screen Figure 30: Select Site Settings Figure 31: Header Grqadient Color: Top Color Palette Figure 32: Grid Color Palette Figure 33: Display of Customized Grid Color Figure 34: Custom Logo Figure 35: Display of Customized Brand Settings Figure 36: Log screen P a g e

7 Introduction Disk space management is one of the real challenges in organizations that are legally mandated to save phone conversation recordings. 3CX Recording Manager is a 3CX/ PBX plugin, that makes the job easy for you by enabling you to archive 3CX recordings as MP3 files to an alternate location (on a Network Attached Storage (NAS) device for example), or to an alternate address. MP3 files require a fraction of the space needed compared to WAV files (approximately 1/7 the original size). Providing an automated method of reducing the file size, and making an archive copy of the recording to an alternate location, will help reduce storage requirements and ensure a permanent copy of the recording is saved. The retention policy will automatically delete old recordings that are older than the specified date. What is 3CX Recording Manager? 3CX Recording Manager is a 3CX/PBX plugin that allows you to easily manage (archive, compress, purge) your call recordings using simple web portal. You can record individual calls on an ad-hoc basis, record all calls made by a specific extension(s), or record all calls on the entire phone system. Why 3CX Recording Manager? 3CX Recording Manager makes everything EASY! Easy to find, listen, and manage 3CX Recordings Easy to install/update Easy to use with standard browsers (Internet Explorer, Google Chrome, Firefox, Safari) Easy access via PC, MAC, or Smart Phone Easy to delete old recordings that take up lots of space on the server Easy to administer using the built-in 3CX login database Easy to manage which extensions are recorded right from the web portal Easy to purchase (uses free tools from Microsoft) 6 P a g e

8 How to use 3CX Recording Manager? 3CX Recording Manager is a one-time installation process. Once you install it, the recordings can be maintained based on the Delete Policy and Archive Policy that you set at the time of installation. 3CX Recording Manager as a Remote Server Support 3CX Recording Manager can be installed either directly on the 3CX server, or on a remote server. Installing on a remote server requires installation of the 3CX Relay Agent on the 3CX Server, but the Windows service, SQL Server, and web portal can all be installed on separate servers. Prerequisites Before you begin with the installation steps mentioned in this guide, you need to ensure that your computer meets the minimum requirements mentioned below for installing 3CX Recording Manager CX Version Windows 7-10 Pro, Windows Server 2008 R bit Microsoft SQL Server Express (Recommend 2014) To play recordings within browser requires HTML5 audio support.net 4.5 or above Installation on a Domain Controller is possible but will require VoIPTools technical $115 per hour When installing SQL Server, we recommend you install it in Mixed Mode to include SQL Authentication, and install SQL Management Studio When installing IIS, be sure to install Basic Authentication,.Net Extensibility, and ASP.Net 4.X 7 P a g e

9 Installation Download software You can order 3CX Recording Manager on-line at Your order confirmation will include your license key and a link to download the software. Install Prerequisites There are a number of prerequisites that must be installed prior to installing 3CX Recording Manager. These prerequisites include Microsoft Internet Information Server (IIS) and Microsoft SQL Server. Install 3CX Recording Manager This User Guide contains step-by-step instructions to successfully install 3CX Recording Manager. Begin by extracting the installer from the downloaded zip file (Step 1 above), then run the setup program named 3CXRecordingManagerInstaller.exe Register your License Key You must register your license key to activate 3CX Recording Manager. Your license key is included in your order confirmation , and can also be found in your order history on our website. Configure Server Settings 3CX Recording Manager can your recordings to you automatically. You have 4 choices: (1) recordings to the person who initiated the recording, (2) all recordings to a single address, (3) have s sent to the person who initiated the recording and a central address, or (4) do not recordings. Set Retention Policy 3CX Recording Manager can be configured to automatically delete old recordings, thus helping to conserve disk space. It can also automatically convert recordings to.mp3 format and save the recordings at an alternate location. You can also have recordings deleted after ing the recording. 8 P a g e

10 Step by step Installation Procedure The following section guides you through a detailed walk-through of the installation process. Step 1: Download 3CX Recording Manager You can check for the software download link included in your order confirmation . As an alternative, you can also find the link from your order history on our website. Step 2: Extract the installer from the downloaded.zip file The file you downloaded in the above step is a compressed.zip file. Position the mouse on the zip file and right-click. From the popup menu, select Extract All to extract the software. Step 3: Start the installation process From the extracted folder, find the file 3CXRecordingManager.exe. Double-click the file to start the VoIPToys Setup Wizard. 3. Click Next to continue. Figure 1: Setup wizard 9 P a g e

11 Special note for Multi-tenant installations: If you are installing 3CX Recording Manager on a 3CX Cloud (Multitenant) server, an additional screen will display with a combo box containing a list of all installed tenants. Select the correct tenant and continue. If you are installing 3CX Recording Manager on a separate server and pointing it to a 3CX Cloud server, you will need to tell the installer the name of the specific tenant desired. Start the installer from a command window and include an additional parameter: tenantname=<yourtenant-name>. Passing the tenant name to the installer will pre-fill the combo box with the correct tenant name. For example: 3CXRecordingManager.exe tenantname=the3cxtenantname Step 4: Download the VoIPTools 3CX Relay (if required) 3CX permits one 3 rd party application to communicate with the 3CX server at a time. To overcome this limitation, VoIPTools created the 3CX Relay Service. The Relay is a lightweight application that is installed directly on the 3CX server. The Relay exposes the 3CX Call Control API (and other VoIPTools services) to all our applications, and manages requests and events between by VoIPTools products and 3CX. The Relay also makes it possible to install our VoIPTools products on a remote server (including over the internet). If you have not previously installed the Relay on your 3CX Server, you can download the Relay installer by clicking on the Download Relay button. The Relay must be installed directly on the 3CX server. If you are installing 3CX Recording Manager directly on the 3CX server, you can install the Relay simply by clicking the Install/ Upgrade Relay button and following the Relay install instructions. If you have already installed the Relay, you need not install it again unless a newer version is required. 10 P a g e

12 Step 5: Test Relay Settings In the Relay Services Host field, mention the computer name in which the Relay exists. If it resides on a different server, then you can mention the IP address of that machine. In the Relay Services Port field, enter the value as 8700 The default port number is 8700 but will likely be different in multi-tenant environment. 3. Click Test Relay Settings to test the relay settings. Figure 2: Test VoIPTools 3CX Relay settings 4. Click Next to continue the installation 11 P a g e

13 Step 6: Configure the Database In the SQL Database Connection window, click Configure button Figure 3: Configure Database In the Connection Properties dialog box, enter the SQL server name. If using the free SQL Express edition, the default SQL Instance name is <your-server-name>\sqlexpress. If you want to use SQL Authentication, then install SQL Server in Mixed mode. If SQL Server is installed on a server other than the server where 3CX Recording Manager is installed, you will need to configure SQL Server to allow remote connections. 12 P a g e

14 Figure 4: Connection Properties 3. Enter the login credentials. a. If using Windows integrated security, select Use Windows Authentication. The VoIPTools installer will create a local windows user name as VoIPToys and will give sufficient rights to this user to create / update the SQL database. 13 P a g e

15 Figure 5: Windows Authentication b. If SQL Server authentication is desired, select Use SQL Server Authentication. Be sure to select a SQL Login that has sufficient permissions to alter the database and create SQL objects. Enter the User name and Password, and select appropriate database value from the Select or enter a database name drop down. 14 P a g e

16 Figure 6: SQL Server Authentication The first time you install 3CX Recording Manager, DO NOT enter a database name. Choose Select or enter a database name and leave the database name blank. The installer will create the SQL database automatically and apply the necessary permissions. If upgrading 3CX Recording Manager from a previous version, select the existing database from the list Click Test Connection button Click OK to close the test results box Click Next to continue the installation 15 P a g e

17 Figure 7: Configure Database 7. The installation continues Figure 8: Installation in progress 16 P a g e

18 Step 7: Run the Application When the software installation is complete, click Run Application Step 8: Register Figure 9: Run Application Registration is required to authorize your license key. Registering also makes it possible for VoIPTools to provide a replacement key if your license key is ever lost. Also, it enables VoIPTools to notify you of any product updates, and reminders if your key is reaching the renewal date. Click License tab and enter registration information. Click Register 17 P a g e

19 Figure 10: License 3. Confirmation message box appears. Click OK. Step 9: Configure Recording and Archive Path Figure 11: Success confirmation message box In the Import tab, and under Run stand-alone importer, click Import Tool button. The system displays 3CX Recording Manager Importer dialog box 18 P a g e

20 Figure 12: Import Screen In the dialog box, you can proceed with the default Recording Path or edit by browsing through More button. Figure 13: Configure Recording and Archive Path To archive the recordings, check Archive check box. You can proceed with the default Archive path or edit by browsing through Click Save. More button. 19 P a g e

21 Step 10: Import Existing Records 3CX Recording Manager saves recording information in Microsoft SQL Server. You can access this information using the 3CX Recording Manager web portal. You will need to utilize an existing SQL Server, or install Microsoft SQL Server 2008 (or newer). The free Express edition is usually sufficient. Once you have configured the Recording and Archive (optional) paths to store the recordings files, you can import and archive (if Archive option was selected) the existing records to the portal. If running Recording Manager directly on the 3CX server (not recommended) and have a large number of existing recordings, you may want to wait until after business hours to select this option. Processing a large number of recordings may impact the performance of 3CX. In the 3CX Recording Manager Settings configuration screen and in the Import tab, under Run stand-alone importer click Import Tool button. Figure 14: Import Screen: Import Tool The 3CX Recording Manager Importer dialog box appears. 20 P a g e

22 Figure 15: Import Restrictions In the dialog box and in the Import Restrictions section, enter Start and End extension range that you want to import. Check All Extensions or Range check box. To import the files since the last import date check Import starting from last import date and select the appropriate date from the date dropdown. Click Import. If you have a large number of recordings to import, you can speed up the process by running multiple instances of the import tool. For this, click Import Tool button on the configuration screen once again while the first instance is running. To run multiple instances of the import tool, create a new folder and copy this file to the new folder: C:\Program Files\VoIPToys\3CX Recording Manager\3CXRecordingManagerImporter.exe Prior to running multiple instances, be sure to configure each instance of the importer tool to import a difficult range of 3CX extensions. 21 P a g e

23 Figure 16: Multiple Import Processing 8. Once the processing has been completed successfully, confirmation message box appears for each import process. Click OK. Figure 17: Processing Complete - Confirmation message box 22 P a g e

24 Step 11: Set Recording Path In the 3CX tab, click Get Settings If you want to change the default path, click More button beside Recording Path Step 12: Configure Server Settings Figure 18: Set Recording Path In the tab, check Recordings checkbox if you want to call recordings. Figure 19: Configure Server settings Enter appropriate details in all the fields. 23 P a g e

25 Step 13: Set Retention Policy Retention policy allows you to control the storage of call recordings. Delete Policy i. In the Retention tab, under Delete Policy, from the Web Portal Delete rights dropdown, select appropriate option to control who can delete recordings in the web portal. ii. iii. iv. Check Record only Inbound External Calls check box if you want to record only inbound external calls. Check Delete recording after sending checkbox if you want to delete the recording as soon as the recording is mailed as an attachment to the set in Step:9 Check Delete recordings older than checkbox and set the schedule with appropriate time in Days and Delete at fields. By doing so,once the recordings reach the set schedule, the Recording Manager deletes them from the Recording Path and saves them to the Archive Path. If the Archive Policy is not enabled, then the Recording Manager saves the records that reached the Delete recordings older than time, to the Default Archive Path. If the Archive Policy is enabled, then Recording Manager saves the records that reached the Delete recordings older than time to the Archive Path that you set in Archive Policy. Archive Policy i. Under Archive Policy, check Archive checkbox if you want to archive the recordings to another location. ii. Set Archive Path to the location where you want the call recordings to be archived. 24 P a g e

26 Step 14: Windows Authentication Figure 20: Set Retention Policy Enter Domain Name, User Name and Password if the Recording Manager and PBX are on different servers, so that the web server (IIS) can access the recordings and update the database. Figure 21: 3CX Recording Manager Windows User 25 P a g e

27 Step 15: Configure the Web Portal The 3CX Recording Manager Web Portal enables you to easily find recordings using the built-in query manager. From the portal, you can listen to, download, and delete recordings. 3. In the Portal tab, set Default time zone Click Web Portal The system navigates you to the Recording Manager Standard Manager Login page Figure 22: Web Portal 26 P a g e

28 Web Portal To access the 3CX Recording Manager Standard web portal, click the Web Portal button on the configuration program (Portal tab on the configuration screen), or click on the desktop icon that was created during the installation process ( 3CX Recording Manager Web). Login to Web Portal When connecting to the web portal, you will be asked to provide login credentials: 3. In the Extension field, enter your 3CX extension number In the PIN field, enter your 3CX Voic PIN Click Login button to login to your account Figure 23: 3CX Recording Manager Standard - Web Portal Login As a Manager: As a Manager, you will be able to view the following tabs: Recordings Settings Log About As an Agent: As an Agent, you will be able to view the following tabs: Recordings About 27 P a g e

29 Recordings screen Recordings screen enables you to do the following: View the recorded calls (incoming or outgoing) of those extensions that were either recorded manually, or were set (in the Settings screen) to record automatically. Configure Date Time Zone Add new or update existing score for a specific recorded call. Add new or update existing notes for a specific recorded call. Play the specific recorded audio file. specific recorded audio file to the desired address. Download specific recorded audio file to the desired location on your local computer. Figure 24: Recordings screen The date and time of the recordings will be according to the Date Time Zone set in the Recordings screen. 28 P a g e

30 Ext Caller Name Caller Number Called Number Date Time Duration Score Recording Archive The extension number of the device that initiated the call. The name of the caller of the extension that initiated the call. The number of the extension/ phone number of the caller that initiated the call. The extension/ phone number of the device that received the call from the Caller. The Date (according to the Display Time Zone ) at which the caller initiated the call. The Time (according to the Display Time Zone ) at which the caller initiated the call. The duration of the call that is recorded. It is the Score for the recorded call. It is generally between 1 and 10 and the system displays the result in a graphical bar. The audio file of the recorded call. If the Recording Manager is configured to archive the recorded audio files, then the archived audio file will be displayed in the Web Portal in Recordings screen. Configure Display Time Zone In the Web Portal, click Recordings tab. From the Display Time Zone dropdown, select the time zone in which you want the Recordings screen to display Date and Time. Add New or Update Existing Score In the Recordings screen, click the update existing score. beside the extension for which you want to add new or 3. In the Score box, click up or down arrow to increase or decrease the score accordingly. Click Update Score. The Score range is between 1 and P a g e

31 Add New Notes In the Recordings screen, click new notes. Expand button beside the extension for which you want to add In the Note text box, click Add button to display the text box to add the notes In the text box, type the text for the recorded call. Click Save to save or Cancel to cancel the notes. Update Existing Notes In the Recordings screen, click update the existing notes. Expand button beside the extension for which you want to In the Notes grid, click Edit button beside the notes that you want to update. 3. Edit the notes in the text box and click Save to save or Cancel to cancel the changes. Listen/ / Download Recorded Audio File In the Recordings screen, and in the Recording column, click the audio file of the that you want to want to listen/ or download. In the Recording File popup, i. Click Play button to play the audio file of the recorded call. ii. Click Recording button to the recorded audio file to the desired address. Once the file is successfully sent, Success message box appears and click OK Figure 25: Recording iii. Click Download or Download Recording button to download the recorded audio file and save it to your local computer. 30 P a g e

32 Settings screen Settings screen enables you to select the extensions for which you want to automate call recording for both incoming and outgoing calls, and customize brand settings. Hover over the mouse on Settings tab to display the dropdown menu with the following menu options: Recording Settings Site Settings Only the user with Manager role will be able to view and access the Settings tab. Figure 26: Settings Menu 31 P a g e

33 Recording Settings Recording Settings screen enables you to select the extensions for which you want to automate call recording for both incoming and outgoing calls Hover over the mouse on Settings tab and from the dropdown menu, select Recording Settings. Figure 27: Select Recording Settings Check the check box beside all the extensions for which you want to automate call recording for both incoming and outgoing calls. Click Update to save the extensions. Success message box appears. Click OK. Figure 28: Settings: Recording Settings Screen 32 P a g e

34 Site Settings Site Settings enable you to customize branding settings for the application that include the following: Customize the gradient color of Application Header Customize grid color in screens that display grid data 3. Customize logo on the Application Header 4. Customize Header Title Prefix on the Application Header Custom Brand Settings: Figure 29: Settings: Site Settings Screen Hover over the mouse on Settings tab and from the drop down menu, select Site Settings Figure 30: Select Site Settings 33 P a g e

35 In the Custom Branding Settings form, perform the following Brand Setting Customizations: a. Customize Application Title Header Gradient Color i. Beside Header Gradient Color and from the Top Color palette, select the desired color that you want to display as the top color for the Application Title Header. Figure 31: Header Gradient Color: Top Color Palette ii. From the Bottom Color palette, select the desired color that you want to display at the bottom of the Application Title Header in gradient to the selected Top Color. b. Customize Grid Color i. From the Grid Color palette, select the color that you want to display for the grid in screens that display grid data. Figure 32: Grid Color Palette 34 P a g e

36 ii. From the Grid Color palette, select the color that you want to display for the grid in screens that display grid data. Figure 33: Display of Customized Grid Color c. Customize Logo i. If you are uploading the logo for the first time then, beside Upload New Logo field, click Browse and select the logo that you want to apply. You will now observe that the logo is added to the Custom Logo drop down list. ii. From the Custom Logo drop down list, select the logo that you have just uploaded. Figure 34: Custom Logo 35 P a g e

37 3. Once you perform desired customizations, click Apply. 4. Log screen To reset to default settings, click Reset. Figure 35: Display of Customized Brand Settings Log screen enables you to view the login and logout events of all the sessions along with Date and Time that is according to the time zone set in Recordings screen. The Recording Manager Standard will not capture the logout event if the user browses to a different website or closes the browser without logging out first.. 36 P a g e

38 Figure 36: Log screen 37 P a g e

39 Support If you need support, would like to request an enhancement to 3CX Recording Manager Standard, or are interested in discussing a custom solution, you can contact as at the following: Address: Hours: Phone: USA Toll Free: Local: Skype: Web: 2306 Shimmering Bay Lane Cincinnati, OH Monday Friday 8:00 A.M. 6:00 P.M. Central Standard Time VoIPToys info@voiptools.com 38 P a g e