SHORETEL APPLICATION NOTE

Transcription

1 SHORETEL APPLICATION NOTE for Xima Chronicall Call Recording & Call Reporting Date: April 2017 App Note Number: TC For use with: Product: Xima Chronicall ShoreTel Connect ONSITE System: ST Connect

2 Contents Contents... 2 Introduction... 3 Configuration Overview... 5 Special Notes... 7 ShoreTel Server Configuration... 9 ShoreTel Contact Center Configuration Xima s Chronicall Configuration Summary of Tests and Results Conclusion Additional Resources ShoreTel. Brilliantly simple business communications ShoreTel tests and validates the interoperability of the Member's solution with ShoreTel's published software interfaces. ShoreTel does not test, nor vouch for the Member's development and/or quality assurance process, nor the overall feature functionality of the Member's solution(s). ShoreTel does not test the Member's solution under load or assess the scalability of the Member's solution. It is the responsibility of the Member to ensure their solution is current with ShoreTel's published interfaces. The ShoreTel Technical Support organization will provide Customers with support of ShoreTel's published software interfaces. This does not imply any support for the Member's solution directly. Customers or reseller partners will need to work directly with the Member to obtain support for their solution. ShoreTel. Brilliantly simple business communications. Page 2 of 27

3 Introduction This Application Note describes the steps required to integrate Xima Chronicall Call Recording (TAPI-Wav only) and Call Reporting Application with a ShoreTel Connect Onsite System. Xima s Chronicall Xima Software's flagship solution, Xima s Chronicall, started out as a simple call event monitoring application, but it has evolved into an all-purpose call history, call recording, and real-time reporting software suite. Xima s Chronicall offers revolutionary features designed to overcome the limitations of traditional call history and reporting software, and it does so by connecting directly to your phone system and logging everything that happens on each call, from the moment it starts to the second it ends. With a simple and attractive interface, a flexible licensing model, and little to no phone system configuration required, Xima s Chronicall is easy to deploy and scale. Features True Cradle to Grave call logging Over 50 accurate reports included Advanced custom reporting tools Intuitive call recording and playback Real-time views of user statistics Benefits No configuration required Flexible modular licensing model Unparalleled accuracy Inexpensive and comprehensive Xima Care support plan available ShoreTel. Brilliantly simple business communications. Page 3 of 27

4 Xima s Technical Support Americas and General Support Phone: XIMA (9462) Europe, Middle East & Africa (EMEA) Phone: Asia Pacific (AsiaPac) Phone: ShoreTel. Brilliantly simple business communications. Page 4 of 27

5 Configuration Overview Network Topology Test Environment ShoreTel Connect OnSite HQ and DVS Server Xima s Chronicall Server ShoreTel Voice Switch ShoreGear Switch ShoreTel 655 IP Phones ShoreTel 485G IP Phone ShoreTel Virtual Phone Switch ShoreTel Virtual Trunk Switch ST Connect Contact Center ShoreTel Connect Client ShoreTel. Brilliantly simple business communications. Page 5 of 27

6 Xima s Chronicall Requirements 1. Refer to the following list of the requirements for the Xima s Chronicall Server, to ensure the recording compatibility with the ShoreTel platform. 2. Xima s Chronicall OS: Windows Server 2008 R2 64-bit Standard, 2012 R2 Standard, or 2012 Standard editions are supported. 3. Windows 7, Windows 8, and Windows 10 are not supported for Xima s Chronicall OS. 4. Two (2) to Three (3) NIC ports are recommended on the Xima s Chronicall Server to separate data network, port spanned traffic and/or TAPI service. 5. Microsoft SQL Server 2008, 2012, or 2014 database applications are supported. 6. Optional RAID 1, 5, or 10 configured internal hard drives, which is recommended for resiliency. 7. TAPI Application License are required to communicate with a ShoreTel Server. TAPI/WAV SIP Trunk Recording A direct copy of the audio is sent from the ShoreTel Switch to the Xima s Chronicall Server through a TAPI-WAV port. The ShoreTel TAPI client obtains all the call event data such as call start, call end, dialed digits, etc. The ShoreTel TAPI-WAV method records all the inbound and outbound calls at a ShoreTel Switch, thus station-to-station calls cannot be recorded. TAPI-WAV provides an active (non-spanning) recording solution through active trunk-side recording. This recording method uses the ShoreTel TAPI-WAV ports to record phone calls. Each call desired to be recorded will be sent directly to the Xima s Chronicall Server using a configured DNS address. Recording SIP trunks with TAPI/WAV requires SIP media proxy ports to be allocated on the ShoreTel Switches. One SIP media proxy port is required for each active call recording. Each trunk call can be monitored only one time, so 2N recording redundancy can only be supported with TAPI/WAV and another recording option such as port spanning. For redundant or high-availability networks, Xima s Chronicall Servers support a Microsoft Windows Server Failover Clustering solution. NOTE: Station-to-station calls cannot be recorded using the TAPI/WAV method ShoreTel. Brilliantly simple business communications. Page 6 of 27

7 Special Notes The following are the caveats and limitations of Xima s Chronicall with a ShoreTel Connect Onsite system. At this time, we are unable to provide additional information on a resolution of these limitations, but suggest to periodically refer to both ShoreTel Connect OnSite and Xima s Chronicall Call Record Software Release Notes for the updates, which can be found at the following location: TAPI/WAV Call Recording SRTP Media Encryption is not supported with Xima s Call Recording Solution. Make Me conference (4 or more parties conference) is not supported with TAPI/WAV Call Recording Solution. Internal Calls like Station-to-Station calls or Whisper Page cannot be recorded and supported with the TAPI/Wav recording method. ShoreTel License A ShoreTel TAPI Application Server license is required for each Xima s Chronicall Suite Server. One additional Real Time Adherence (RTA) Connection or Real Time Group Feed license is required to communicate with Xima s Chronicall for Enterprise Contact Center (ECC) agent ID integration. ShoreTel Switch Support The following switch types are supported with Xima s Chronicall Virtual Trunk Switch ShoreTel Voice Switch ShoreGear Switches (Legacy) NOTE: Legacy ShoreGear and new ShoreTel Voice Switches requires configuration of media proxies. ShoreTel. Brilliantly simple business communications. Page 7 of 27

8 Contact Center Support Enterprise Contact Center is not required but is supported to obtain the Agent ID. SIP Trunk Media Proxy SIP Media Proxy is required for the Call Recoding over SIP Trunks. SIP Media Proxy is enabled by default on ShoreTel Virtual Trunk switches, but needs to be assigned manually on the new ShoreTel Voice Switches as well as for legacy half-width ShoreGear Switches. For further information on the SIP Media Proxy, please refer to Chapter 19 of the ShoreTel Connect Onsite System Administration Guide. NOTE: This Application Note assumes the setup, configuration and licensing of the Virtual/Physical Switches has already been completed. If you require additional information, please refer to the ShoreTel Connect Onsite Planning and Installation guide at the following location: ShoreTel. Brilliantly simple business communications. Page 8 of 27

9 ShoreTel Server Configuration This section outlines the steps to configure a ShoreTel system with Xima s Chronicall. Class of Service 1. Log in to the ShoreTel Connect Director with administrative rights at the following location: IP>/shorewaredirector 2. Go to Administration» Users» Class of Service >> Telephony Features Permissions. 3. Select an existing class to modify or click NEW to create a new class. Fully Featured was used in this test effort. 4. Select a checkbox Allow recording of own calls 5. Go to Record other s calls and select checkbox Allow Initiation and radio button for Accept All 6. All other settings should stay at their default values. 7. Click SAVE. ShoreTel. Brilliantly simple business communications. Page 9 of 27

10 User Group Create a User Group for Xima s Chronicall Suite using the Class of Service created above: 1. Go to Administration» Users» User Groups. 2. Click NEW to create a new user group or select an existing user group to modify. Executives was used in this test effort. 3. Assign the class of service created above by selecting it in the COS Telephony dropdown box. Fully Featured was used in this test effort. 4. Assign the COS - Call Permissions to unrestricted by selecting No Restrictions in the dropdown menu. 5. Assign the COS - Voice Mail by selecting No Mail Box in the dropdown menu. 6. Within the Outgoing Trunk Groups (Access Code) window, select the trunk groups with permission to be recorded. 7. All other settings can stay at their defaults. 8. Click SAVE. ShoreTel. Brilliantly simple business communications. Page 10 of 27

11 Application Server Create a new application server for Xima s Chronicall to connect to the ShoreTel HQ Server: 1. Go to Administration» Appliances/Servers >> Platform Equipment. 2. Click NEW to create a new application server at the Headquarters site 3. Select Site as Headquarters and Hardware Type as ShoreGear SoftSwitch 4. Enter Name and Description of the Xima s Chronicall Server 5. Enter the IP address and FQDN of the Xima s Chronicall Server. 6. Select Voice Application tab and uncheck the checkbox Allow Voice Mailboxes. 7. Select the Executives User Group modified above in the User Group drop down menu. 8. All other settings can stay at their defaults. 9. Click SAVE. ShoreTel. Brilliantly simple business communications. Page 11 of 27

12 TAPI/WAV Configuration When using the TAPI/WAV recording option, the following additional configuration steps are required: 1. Create a Route Point for Xima s Chronicall. 2. Go to Administration» Features» Call Control» Route Points. 3. Click NEW to create a new Route Point. 4. Enter the Name for a Route Point. 5. Enter the Extension value or use the auto-assigned number. 6. Set the Call Stack Depth value to Select the user group created previously in the User Group dropdown menu. Executives was used for this testing. 8. In the Server dropdown menu, select the Call Recording Server created previously. 9. Uncheck Enable mailbox checkbox. ShoreTel. Brilliantly simple business communications. Page 12 of 27

13 10. Click on Routing tab and select Never for the Call forward option. 11. Leave all other settings at their default values. 12. Click SAVE. ShoreTel. Brilliantly simple business communications. Page 13 of 27

14 ShoreTel Contact Center Configuration Licenses Verify the Licensing Information by selecting Maintenance» License» License Keys to view the current licensing keys. An available, unused Group Activity API RTA license is required for Xima Chronicall server to work properly with ShoreTel Contact Center(ECC). Purchase an additional RTA license if necessary. ShoreTel. Brilliantly simple business communications. Page 14 of 27

15 Event Feed Configuration If integration with the ShoreTel Contact Center is required, use the following steps: 1. Log into the ShoreTel Contact Center Director to identify the Event Feed Port properties under System Parameters» External Interfaces» Event Feed Ports. 2. Confirm the port number for Real Time Events Ports is set to Click Save NOTE: Make note of the Port value for the type of Event Feed (Group Feed or Agent Feed) as it will be used later in the Xima s Chronicall server VoIP configuration. Do not change the values of the Port Properties unless there is a port conflict. 4. Configure the Event Feed Properties under External Interfaces» Event Feeds. a. Click the New button to create a new event feed. b. Enter a Username: This needs to be matched with the username configured in the Xima s Chronicall Server VoIP Configuration. ShoreTel. Brilliantly simple business communications. Page 15 of 27

16 c. Enter a Password. This will need to match the password configured in the Xima s Chronicall Server VoIP Configuration. d. For Connection Type, select Real-Time Events for Group Event Feed. e. Enter a Description to clearly identify the feed. f. Click Save ShoreTel. Brilliantly simple business communications. Page 16 of 27

17 Xima s Chronicall Configuration Xima Chronicall will be provided preconfigured to the customers by Xima Software. The following configuration was used for this testing and listed here only for reference. For the detailed configuration procedure, please contact your Xima support representative. Chronicall Settings To integrate Xima Chronicall with ShoreTel Connect ONSITE system, use the following configuration procedure Admin (System) 1. Login to Chronicall Management console. 2. Go to Admin (System) menu and select System Settings option 3. Verify the default values for the Basic Settings as shown below ShoreTel. Brilliantly simple business communications. Page 17 of 27

18 4. Verify the default values for the Advanced Settings as shown below ShoreTel. Brilliantly simple business communications. Page 18 of 27

19 5. Configure the ShoreTel (Site1) configuration as follows: a. Enter Site Name b. Enter ShoreTel HQ server IP address for IP Address of HQ Server c. Enter ShoreTel HQ server IP address for Database IP Address d. Double click on Route Point Configuration and verify all applicable ECC and Call Recording Route Points are listed there e. Leave other values to default ShoreTel. Brilliantly simple business communications. Page 19 of 27

20 6. Configure the Recording Libraries as follows a. Double Click on Recording Rules b. A popup window for Recording Rules will appear as shown below ShoreTel. Brilliantly simple business communications. Page 20 of 27

21 c. Click Add d. A new window will appear as shown below e. Select Agent from the Recording Rule Templates f. Double click on the Agent option on the right-hand side panel g. Select an applicable Role or Users that you want to record as shown below ShoreTel. Brilliantly simple business communications. Page 21 of 27

22 7. Verify the default values of the Standard Reports as shown below Configure User Endpoints To select the specific users for recording, use the following procedure 1. Login to Xima Chronicall management console 2. Go to User Management menu and select Licensed Users option. 3. Select the appropriate users that you want to record as shown in the screenshot below 4. Click OK ShoreTel. Brilliantly simple business communications. Page 22 of 27

23 Summary of Tests and Results N/S = Not Supported N/T= Not Tested N/A= Not Applicable Xima s TAPI/WAV Call Recording Primary Switch Test Plan (ShoreTel Virtual Trunk Switch) ID Result Name Description Notes 1.1 PASS Setup and Initialization 1.2 PASS Outbound External Call 1.3 PASS Inbound External Call 1.4 PASS Call Hold with MOH Verify successful setup and initialization of the Call Recording solution Verify outbound calls are recorded Verify calls received by the SUT are recorded Verify the two calls (pre-hold and post-hold) are properly recorded and retrievable on the server. 1.5 PASS Blind Transfer Verify both call legs are properly recorded and retrievable on the server. 1.6 PASS Consultative (Attended) Transfer 1.7 PASS Blind Conference Calls 1.8 PASS Consultative Conference Calls 1.9 N/S Make Me Conference Calls 4 party conference 1.10 PASS Inbound External Call Silent Monitor Verify both call legs are properly recorded and retrievable on the server. Verify the media for all three parties is properly recorded Verify the media for all three parties is properly recorded Verify the media for all four parties is properly recorded Verify call is properly recorded and silent monitor works properly. Media between two extensions will not be recorded using TAPI / WAV solutions Xima does not support Make me conference with TAPI/WAV Call Recording Solution. ShoreTel. Brilliantly simple business communications. Page 23 of 27

24 ID Result Name Description Notes 1.11 PASS Office Anywhere Call 1.12 PASS Inbound Call to Voice Mail and trigger Find Me 1.13 PASS Inbound Call to ECC Agent 1.14 PASS Inbound / Outbound G.711 Calls 1.15 PASS Inbound / Outbound G.729 Calls Verify OAE call is properly recorded and retrievable on the server. Verify call is properly recorded Verify call to Agent is properly recorded and retrievable on the server. Verify call is properly recorded Verify call is properly recorded Secondary Switch Test Plan (ShoreTel Voice Switch) ID Result Name Description Notes 1.1 PASS Setup and Initialization 1.2 PASS Outbound External Call 1.3 PASS Inbound External Call 1.4 PASS Call Hold with MOH Verify successful setup and initialization of the Call Recording solution Verify calls outbound calls are recorded Verify calls received by the SUT are recorded Verify the two calls (pre-hold and post-hold) are properly recorded and retrievable on the server. 1.5 PASS Blind Transfer Verify both call legs are properly recorded and retrievable on the server. 1.6 PASS Consultative (Attended) Transfer Verify both call legs are properly recorded and retrievable on the server. Media between two extensions will not be recorded using TAPI / WAV solutions ShoreTel. Brilliantly simple business communications. Page 24 of 27

25 ID Result Name Description Notes 1.7 PASS Blind Conference Calls 1.8 PASS Consultative Conference Calls 1.9 N/S Make Me Conference Calls 4 party conference 1.10 PASS Inbound External Call Silent Monitor 1.11 PASS Office Anywhere Call 1.12 PASS Inbound Call to Voice Mail and trigger Find Me 1.13 PASS Inbound Call to ECC Agent 1.14 PASS Inbound / Outbound G.711 Calls 1.15 PASS Inbound / Outbound G.729 Calls Verify the media for all three parties is properly recorded Verify the media for all three parties is properly recorded Verify the media for all four parties is properly recorded Verify call is properly recorded and silent monitor works properly. Verify OAE call is properly recorded and retrievable on the server. Verify call is properly recorded Verify call to Agent is properly recorded and retrievable on the server. Verify call is properly recorded Verify call is properly recorded Xima s Chronicall does not support Make me conference with TAPI/WAV Call Recording Solution. ShoreTel. Brilliantly simple business communications. Page 25 of 27

26 Tertiary Switch Test Plan (ShoreGear Switch) ID Result Name Description Notes 1.1 PASS Setup and Initialization 1.2 PASS Outbound External Call 1.3 PASS Inbound External Call 1.4 PASS Call Hold with MOH Verify successful setup and initialization of the Call Recording solution Verify calls outbound calls are recorded Verify calls received by the SUT are recorded Verify the two calls (pre-hold and post-hold) are properly recorded and retrievable on the server. 1.5 PASS Blind Transfer Verify both call legs are properly recorded and retrievable on the server. 1.6 PASS Consultative (Attended) Transfer 1.7 PASS Blind Conference Calls 1.8 N/S Make Me Conference Calls 4 party conference 1.9 PASS Inbound Call to ECC Agent 1.10 PASS Inbound / Outbound G.711 Calls 1.11 PASS Inbound / Outbound G.729 Calls Verify both call legs are properly recorded and retrievable on the server. Verify the media for all three parties is properly recorded Verify the media for all four parties is properly recorded Verify call to Agent is properly recorded and retrievable on the server. Verify call is properly recorded Verify call is properly recorded Media between two extensions will not be recorded using TAPI/WAV solution Xima s Chronicall does not support Make me conference with TAPI/WAV Call Recording Solution. ShoreTel. Brilliantly simple business communications. Page 26 of 27

27 Conclusion Xima s Call Recording Solution TAPI/WAV and T-Span Call Recording with CTI has been successfully validated and approved with ShoreTel Connect Onsite. Additional Resources ShoreTel Connect ONSITE System Administration Guide ShoreTel Connect ONSITE Planning and Installation Guide ShoreTel Connect ONSITE Client User Guide Version Date Contributor Content 1.0 April 2017 M.Saini Original App Note 1.1 April 2017 M.Saini Feedback Incorporated ShoreTel. Brilliantly simple business communications. ShoreTel, Inc. (NASDAQ: SHOR) is a leading provider of brilliantly simple IP phone systems and unified communications solutions powering today s always-on workforce. Its flexible communications solutions for on-premises, cloud and hybrid environments eliminate complexity, reduce costs and improve productivity.