SL2100. MyCalls Call Recorder Installation Manual. Call Recording Software v4.0.6 with patch Version 2.7. MyCalls v

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1 SL2100 MyCalls Call Recorder Installation Manual Version 2.7 Call Recording Software v4.0.6 with patch 2701 MyCalls v P a g e

2 Table of Contents MyCalls Call Recorder... 4 MyCalls Licensing... 5 Call Recording Software Licensing... 6 Call Recording Software version 4 Requirements... 7 Operating Systems... 7 Virtualised Environments... 7 SIP Recording... 7 USB Recording Units... 7 Minimum PC Hardware Requirements... 8 Hard disk Requirements... 8 Installation Connecting the ISDN Call Recorder Connecting an Analogue Call recorder SIP Trunk Recording Installing the Call Recording Software Licensing the Call Recording Software Automatically Activating a License Using the License Manager Manually Activating a License Using the License Manager Relicensing Installations Summary Re-License Process Raise the Request on BusinessNet Viewing and Updating your Requests Upgrading to Version 4 of the Call Recording Software Using Calls Configuring Recording of SIP Trunks Manually Pausing Recording Using DTMF Digits Auto Deletion of Calls Keeping Calls for a Fixed Period Storing Audio on a Network Drive Archiving to a Network Drive MyCalls Configuration Netlink and Call Recording Configuring Call Recording Rules Call playback users and groups Playing back calls Archiving Recorded Calls Local Archiving Backup Folder Volume Names Manual Call Recording Archiving Using MyCalls Scheduled Archiving Restoring Backups Restore the Database Restore The Audio Files Database Upgrade Tool P a g e

3 Exact Channel Mapping Single PRI Unit Single BRI Unit Single Analogue Unit SIP Trunk Call Recording Multiple Units Multiple PRI Units Multiple Analogue / BRI Units Stop / Start Call Recording Conditions Manual Stop / Start Recording Stop / Start Recording Client Manual Logon Assigning Windows User to MyCalls users Automatic Stop Start Recording P a g e

4 Power/TX Link/Rx LPT1 LPT2 COM Print Server MyCalls Call Recorder MyCalls Call Recorder gives you the ability to record and playback trunk calls made on an SV9100 / SV8100 / SL Series PBX. The call recording software can record ISDN, SIP and analogue trunk calls. For ISDN calls, a recording unit is placed between the Network Termination Equipment (NTE) and the physical trunk card in the PBX. There is a USB lead on the call recording unit that is connected to a PC. As calls pass through the call recording unit, they are streamed onto the PC and stored on the Call Recording Server. 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 call to be recorded and stored on the call recording server. Once a call has finished, it is compressed, encrypted and stored ready for playback. The MyCalls application can be used to find, playback, export and make notes against these calls. Depending on the call volume, it may be necessary to have separate PC s for the MyCalls server and the Call Recording server. P Commands / SMDR PRI MyCalls PC USB Lead Call Recorder PSTN MyCalls Database Recorded Calls Database A further licensable option is available that provides the ability to Stop and Start call recording under certain conditions. This can be achieved by the user clicking a button in the MyCalls / MyCalls Desktop / MyCalls Operator Console Application to stop and start recording. There is also a more advanced method that can automatically stop and start recording based on a user being in a particular application or field within an application. Recording can also be paused based on the recorder detecting a sequence of DTMF digits. This manual covers the procedure for installing MyCalls Call Recorder on the SV9100, SV8100 PBX and the SL series PBX. When installing a call recording solution, be aware that different legal rules can apply to different business types and vary between countries. You must make sure that you as an installer and the customer comply with any applicable laws, regulations and guidelines. With the MyCalls Call Recorder solution, the MyCalls software and the Call Recording software both have to be licensed. 4 P a g e

5 MyCalls Licensing MyCalls Call Recorder requires a MyCalls Call Manager or MyCalls Call Centre license to be installed on the PBX. When you buy a call recording package, you will also receive a MyCalls Call Recording license based on the number of call recording channels you have. This license will need to be installed on the SV9100 / SV8100 / SL and read from the PBX using the MyCalls license manager. The license will have to be registered once it has been read from the PBX, further details on licensing are available in the MyCalls installation manual. The call recording licensing options can be reviewed once the license has been installed in MyCalls in the Help > About screen in the MyCalls application. MyCalls Call Recorder comes with the standard player that allows call playback. Two further licenses can be purchased to enable more features as described below. Single Call Recording Export Waveform Display Sound Clips Section Marker Bulk Call Recording Export Volume, Balance, Playback Speed Call Audit Standard Player Enhanced Call Player *1 Call Recording Auditing *2 *1 MyCalls Enhanced Player greatly enhances the users experience when playing back calls, the part number EU for SV9100, EU for SV8100, EU for SL1x00 and EU for SL2100, License Code *2 MyCalls Call Playback Auditing provides records of call playback activity that is viewable against the call in MyCalls and in reports. The part number is EU for SV9100, EU for SV8100, EU for SL1x00 Series and EU for SL2100, License Code This license requires the Enhanced Call Player to be installed. Stop / Start Call Recording requires a separate license for each user that will want to use this feature, the part code for this is EU on SV9100, EU for SV8100 and EU on SL P a g e

6 Call Recording Software Licensing The call recording software requires a license before you can record any calls or open the calls application. An Activation Code is supplied when a call recording package is purchased, during the licensing process this license becomes tied to the Machine ID of the call recording server. In instances where many different call recorder packages are used, it s possible to enter multiple activation codes. You will need to do this for example if you have a SIP Call Recorder and an ISDN recorder as each unit will come with its own Activation Code. If the call recording server has access to the internet then licenses can be activated online. If the server isn t connected to the internet then there is a process that allows for offline licensing. Once a license has been activated against a Machine ID then it is effectively tied to the PC, if the PC fails for any reason then it must be reset to make it available for use on a different Machine ID. The Machine ID is based on Hardware in the PC that the call recording software is installed on. Changing the CPU / Motherboard / Network adapters in the PC can cause the Machine ID to change and invalidate the license. Adding additional memory of hard disks doesn t cause the Machine ID to change. It s vitally important to keep the Activation Code(s) safe in case it s ever needed in the future, losing an activation code can result in a new license needing to be purchased! It s also recommended that you keep copies of the Call Recorder serial numbers for future reference. ISDN and Analogue recorders have the serial numbers printed on top of the unit. When you purchase a SIP call recorder a DVD case is shipped that has the serial number printed on the front of it. Initially during the install it s possible to enter 1 activation code and this will be activated over the internet. If the Call Recording Server isn t connected to the internet or you don t want to install a license at this point then this step can be skipped and the license manager application can be used to install license. Further details are available in the Licensing the Call Recording Software section of this manual. In a Netlink environment, each individual installation of the Call Recording software has to be licensed. With Netlink, it s likely that both primary and secondary nodes will have trunks available on them. An individual recording unit will need to be purchased for each site that is recording, for example if you had 3 sites each with 30 trunks, you would buy 3 x 30 channel PRI recorders rather than 1 x 90 channel recorder. If SIP Trunk Calls are being recorded using the G729 codec then an additional license is required for each concurrent G729 trunk call that will be recorded. 6 P a g e

7 Call Recording Software version 4 Requirements A PC needs to be elected as the Call Recording Server, this will be the PC responsible for hosting the Call Recording database and storing the recorded calls. Depending on the call volume, the Call Recording Server and the MyCalls server can exist on the same PC. When the call volume reaches a certain threshold, the MyCalls server and call recording server should be installed on different PC s. The Call Recording Server must be a dedicated PC. When implementing a call recording solution, consideration should be given to backing up recorded calls. Details on how to backup recorded calls are provided later in the manual. Operating Systems The Call Recording software can be installed on the following Operating Systems: Windows 7 Professional / Enterprise. Windows 8 Professional / Enterprise. Windows 10 Professional / Enterprise. Windows Server 2012 R2. Standard / Enterprise. Windows Serer 2016 Standard / Enterprise. Call playback using a MyCalls client is not supported in a thin client environment. A sound card and speakers are required for call playback. If Antivirus software is installed on the Call Recording Server then the following should be excluded from virus scanning: The Audio Folder, the tmp folder and the folder in which the database is stored. The senseserver.exe, sensevoip.exe, vps.exe and compagent.exe processes. Virtualised Environments The Call Recording software can be installed in a virtualised environment. If the number of calls per hour or number of concurrent calls exceeds a certain threshold then a physical PC should be used instead, details are on the next page. The following conditions apply when using / installing the Call Recording software on a virtual PC. SIP Recording SIP Trunk Call Recording uses a port mirror carrying the SIP trunk data to record calls, normally this is provided directly to a NIC in the Call Recording Server. When SIP Recording is used in a virtualised environment the port mirrored traffic needs to be redirected to the virtual machine that is running the call recording software. NEC cannot advise installers on how to configure or enable this, it is the responsibility of the local IT provider / maintainer to do this. USB Recording Units Natively in a virtualised environment there isn t a way to make the USB Call Recording device available in the virtual machine. This can be achieved by using 3 rd Party software that effectively redirects the USB Recording device to the virtual machine. NEC cannot recommend or aid in the support, install and configuration of such software. If the USB device can be redirected to the virtual machine then the Call Recording Software will be able to detect it and record calls. 7 P a g e

8 Minimum PC Hardware Requirements The PC Hardware Requirements for the call recording server varies based on the call volume that is processed by the Call Recorder. Hardware Requirements Up to 250 calls per hour or 25 concurrent calls. Up to 500 Calls per hour or 50 concurrent calls. Over 2,000 Calls per hour or 200 concurrent calls. CPU Intel i5 3.2 GHz (2 Cores) Intel i7 3.2 GHz (4 Cores) 2 x Xeon 2.4 GHz RAM 8GB 8GB 16GB O/S Any Supported OS Server 2012 R2 / Server 2016 Server 2012 R2 / Server 2016 MyCalls on the same PC? Yes No No Can run on a virtualised PC? Yes Yes No Hard disk Requirements There are 4 key elements relating to hard disk requirements for call recording that need to be considered for the recorder to run efficiently. Depending on the call volume separate hard disks are recommended for the different functions that will be performed on the call recording PC. In all scenarios, each different function should be on its own partition on the hard disk. The 4 functions are described in the table below: Function Operating System Database Audio Temp Folder Description This is where the PC s Operating system will reside This is the area where the call recording database will exist. This is where the compressed and encrypted audio files for the recorded calls are stored. The audio may also be stored on a network drive rather than being local to the call recording server, details of how to do this can be found in Storing Audio on a Network Drive. This is where live calls are stored whilst they are in progress, once a call has finished, it is compressed, encrypted and moved to the audio folder. By default, the database is stored in SQL Server Express 2014 and can grow up to 10 GB is size, when the database limit is reached a new database is created and older calls are moved to the new database. This allows new calls to still be recorded when the database size limit is reached. 8 P a g e

9 The following tables indicate the hard disk and partitioning requirements based on call volume, the disk sizes specified are a minimum and can be exceeded if desired. Up to 250 calls per hour or 25 concurrent calls 1 Hard disk can be used and should be partitioned as below. Partition Number Function Min Size 1 Operating System 100GB 2 Database 200GB 3 Temp 100GB 4 Audio 600GB Up to 500 Calls per hour or 50 concurrent calls 3 Separate Hard disks should be used and should be partitioned as below. Disk Number Partition Number Function Min Size 1 1 Operating System 100GB 1 2 Database 200GB 2 1 Temp 200GB 3 1 Audio 1TB Over 2,000 Calls per hour or 200 concurrent calls 4 Separate Hard disks should be used and should be partitioned as below. Disk Number Partition Number Function Min Size 1 1 Operating System 100GB 2 1 Database 200GB 3 1 Temp 200GB 4 1 Audio 1TB Consideration should also be given for backing up calls, this can be done to either a local device on the call recording server or to a UNC. The backups consist of a copy of the database and the associated audio files, the backup destination will need to have sufficient disk space for this data. A variety of codes can be used by the call recorder that offer different compression ratios for storage. Using a codec with a high compression ratio will lower the quality of the recording, the available codec are summarised in the table below. The default codes used is WMA38kbps which offers a good compromise of quality and compression. Codec Size Per Minute Size Per Hour Hours in 1 GB Storage Uncompressed 940KB 55MB 19 Hours WMA24kbps 198KB 12MB 88 Hours WMA38kbps 329KB 19MB 53 Hours WMA48kbps 423KB 25MB 41 Hours WMA64kbps 492KB 29MB 36 Hours WMA128kbps 982KB 58MB 18 Hours G KB 7MB 143 Hours G.723_5300bps 83KB 5MB 211 Hours G.723_6300bps 98KB 6MB 178 Hours G.726_16kbps 239KB 14MB 73 Hours G.726_24kbps 357KB 21MB 49 Hours G.726_32kbps 474KB 28MB 37 Hours G.726_40kbps 591KB 35MB 30 Hours GSM 198KB 12MB 88 Hours 9 P a g e

10 Power/TX Link/Rx LPT1 LPT2 COM Print Server Installation Connecting the ISDN Call Recorder. The call recording unit can be rack mounted, free standing or mounted in a CD / DVD ROM bay of a PC. The patch leads connecting through the tap connector should each be no longer than 10 metres in length. The USB lead supplied with the call recording unit is 1 metre in length. This will mean the call recording until and PC will have to be situated near each other. The ISDN lines are connected from the NTE into the tap connector supplied with the call recording unit. A cable should then run from the other socket on the tap connector to the ISDN card in the PBX. Once both are connected, calls will be able to pass through the tap connector. There are different types of tap connectors, one for BRI and one for PRI. The PRI is black and the BRI is white, both are clearly labelled and can only be used on their respective call recorder. Once the lines are connected through the tap connector, the other two cables labelled in and out should be connected to the front of the call recording unit accordingly. Securely connect the supplied power adapter to the call recording unit and firmly connect the supplied USB lead to the rear of the call recording unit. Connect the USB lead to the PC until before installing the call recording software. If the operating system starts the new hardware found wizard, click cancel. PSTN Tap Connector In Out Call Recorder 10 P a g e

11 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 recorded. Should the cables that are provided not be suitable then the two wires provided by the carrier will need to be connected to pins 4 and 5 of an RJ45 socket that is connected to the front of the call recording unit. SIP Trunk Recording SIP trunk recording doesn t require any physical hardware to be installed, it instead uses packet sniffing technology to record calls. 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 server that will perform the packet sniffing must support promiscuous mode. Promiscuous mode will allow a network card to pass packets that are not addressed to it allowing the calls to be recorded. Depending on the device performing the port mirror, it may be necessary 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 PBX. If there is a dedicated connection provided for the SIP trunks, then the port mirror could be best placed on the port up linking the router to the LAN. The port mirror can also be placed in-line with the IPL card of the PBX, this will capture all traffic passing through the IPL. The call recording software is configured so that it will only record the SIP trunk calls. 11 P a g e

12 Installing the Call Recording Software If the Call Recording Software is being installed on a Windows Server 2012 R2 Operating system, then Desktop Experience needs to be enabled first. This is a Windows feature and can be turned in Server Manager: Select Dashboard view and click next until you reach the Features section. Expand the option User Interfaces and Infrastructure and select Desktop Experience. Complete the installation wizard to fully enable the feature. 12 P a g e

13 To install the Call Recording Software, extract the software to a location on the PC and run the CallRecorder Icon. The installation will begin, click next to continue. 13 P a g e

14 The requirements page is displayed, to continue click I understand the above requirements and then next. Note the requirements specified earlier in the manual should be used and not the ones shown in the screenshot. In the Collecting Information window, select Install Server and Client and click next. 14 P a g e

15 Some pre-requisites may be installed at this point, click OK when prompted. Next, WinPcap, is installed, step through the wizard choosing the default options and complete the installation. 15 P a g e

16 Once WinPcap has installed, click Finish. Carefully read the license agreement, to continue check the I Accept box and click next. 16 P a g e

17 Select the folder where the Call Recording components will be installed to. Select the Data Storage Folder, this is where the database will reside, for optimal performance select the disk / partition as described in Hard Disk Requirements. 17 P a g e

18 Select the Audio Folder, this is where the audio files will reside, for optimal performance select the disk / partition as described in Hard Disk Requirements. Select the Temp Folder, this is where the live calls will reside, once a call has finished it is compressed, encrypted and moved to the Audio folder. For optimal performance select the disk / partition as described in Hard Disk Requirements. 18 P a g e

19 Select the SQL Server Root Folder, this is where SQL Server backend components will be installed to. This should be installed on the same drive / partition as the operating system. The install will now progress. 19 P a g e

20 If an ISDN / Analogue recorder is being used then click OK at the Call Recorder Installer window. This appears before the installer package installs the USB driver. In the Windows Security Window, choose the option to Install this driver software anyway. This will allow the drivers for the USB recording to be installed. Click next on the Product Information prompt, this information is used by the client application. This uses the default database configuration. 20 P a g e

21 Choose where the Calls application will be installed to, this uses only a small about of disk space so it doesn t really matter which drive / partition its installed to. The client application will then be installed. 21 P a g e

22 Once the installation has finished, the licensing screen is displayed. If the call recording server has access to the Internet then a license can be activated and installed here or you can click cancel and install the license later. It s recommended that you read and understand the information in the Licensing the Call Recording Software before activating a license. To Activate a license, enter the Activation Code that was supplied with the Call Recorder in the Activation Code box and click Activate License. The software will connect to the licensing portal and activate the license against the Machine ID. The license file is automatically downloaded to the PC and will be active. At this point, only one Activation Code can be entered, if you have more than one activation code then this can be entered in the license manager. After clicking OK, the recording service will be restarted in order to apply the license. If the licensing process is skipped during the installation then it can be started again manually at any time, details on how to do this can be found in Licensing the Call Recording Software. 22 P a g e

23 Once the installation has completed, click finish. The installer will then start to install a patch, click OK when prompted to start installing patch If the PC was restarted during the install then the installation of the patch will not start automatically. If this happens then it can be started by running PatchSetup.exe from the \Patch folder where the call recording software is unzipped to. A progress indicator will be displayed whilst the patch is installed. Once the patch has been installed click OK. 23 P a g e

24 Licensing the Call Recording Software From version 4 of the call recording software onwards, a license is required before any recording can take place or the software can be used. When you purchase a call recording unit, an Activation Code is supplied at the same time. This code is assigned to the Machine ID of the PC that the call recording software is installed on. The Machine ID is generated by the call recording software and based upon the hardware installed in the call recording server. If additional hardware is added to the PC or the existing hardware is changed then this will change the Machine ID of the PC and will invalidate the call recording license. Licenses can be automatically activated if the Call Recording server is connected to the internet. This process looks at the Machine ID of the PC and then ties this to the Activation code that is entered. The licensing portal then creates a license file that is transferred to the PC and is installed. If the call recording server isn t connected to the internet then the license has to been manually activated. Where Netlink is used, each installation of the call recording software needs to be licensed separately. Be sure to use the correct Activation Code for the appropriate number of channels on each installation. Automatically Activating a License Using the License Manager Open the license manager which can be found in Start > Programs >Sense Calls > License Manager. In the License Details page, any existing licenses are shown in the lower right hand corner. 24 P a g e

25 To activate a new license, enter the Activation Code that you want to use and select a download mode. The two download mode options work as follows: Merge with Current License This option will be used to combine multiple licenses together, for example if you had a SIP and ISDN recorder, you will need to enter both activation codes to get the correct number of combined licenses. Replace Old License - Use this option with caution as it will replace and overwrite the existing license that is installed. In the Hardware ID box, enter the Hardware ID of the PBX s CPU. In the Post Code and Tag boxes, enter the post code of the customer and the customers name. When merging licenses, keep a track of which licenses have been merged together because if the site is ever re-licensed or re-installed, the latest merged Activation Code will need to be used. Click on Activate New License and progress will be displayed in the lower box. Once license has been activated, then Success will be displayed on the bottom row. 25 P a g e

26 To review the license that has been installed, click back on the License Details page and you can expand the different licensable options that are installed. You also see which Activation Codes relate to those licenses. To merge multiple licenses together, repeat the process by clicking on the Activate New License tab, entering a new Activation Code and clicking Activate New license. Once all the licenses are activated then click the X in the upper right hand corner to close the application down. To apply the license, the service will need to be restarted, when the service is restarted and calls that are currently being recorded are not available for call playback. Click Yes to restart the service now or choose No if you are doing it another time. 26 P a g e

27 Manually Activating a License Using the License Manager In circumstances where the Call Recording Server is not connected to the Internet, the license has to be installed using the Offline Licensing method. This process involves getting the Machine ID of the Call Recording Server and assigning it to the Activation Code on the Licensing Portal. This will generate a license file that can be installed using the License Manager. To start the process, open the License Manager in Start > Programs > Sense Calls. From the License Details page, get the Local Machine ID. Once you have the Machine ID and the Activation code, using a PC connected to the Internet, open the link; and click on the Offline License button. Enter the information in the web page and click download. MachineKey Enter the Local Machine ID from the license manager. Activation Code Enter the supplied Activation Code. MergeActivationCode This is used if multiple activation codes are being used, see below for further details. HardwareID Enter the Hardware of the Hardware id of the PBX s CPU. PostCode Enter the Post Code of the customer. Tag Use this as free text to enter any other detail about the customer. 27 P a g e

28 After clicking the download button, you will be prompted to save the sense.lic file, download the file and copy it to the Call Recording Server. If there are many different Activation codes that need to be applied to the license then you need to add each of the Activation Codes to the license. This is done by merging them together. For example, you may have 3 Activation Codes for different Call Recording features, Let s say they are , and The first Activation Code will be assigned to the Machine ID and the license downloaded. The second time around the Activation Code will be entered in the Activation Code box. In the MergeActivationCode box, enter the Activation Code P a g e

29 The sense.lic file that is generated when you click the download button will contain the combined items from Activation Codes and Activation Code is now effectively the new and current activation code. To add a 3 rd Activation Code, enter the Activation Code in the ActivationCode box and in the MergeActivationCode enter This time when you click the Download button, the sense.lic file that is generated will contain all the license items from the 3 activation codes. Once you have generated the sense.lic file then take the file to the Call Recording Server and click on the Activate New License page. Select Import License File (Offline Licensing) and browse to the sense.lic file. The offline license ID and Machine ID will be displayed, to proceed with the import, click Activate New License. The progress of installing the license is displayed at the bottom of the page, once Import Successful is displayed then the license has been installed. To apply the license, the service will need to be restarted, when the service is restarted and calls that are currently being recorded are not available for call playback. Click Yes to restart the service now or choose No if you are doing it another time. 29 P a g e

30 Relicensing Installations There are few different scenarios where you may need to re-license an installation of the Call Recording Software. If you are re-installing the software on same PC with the same hardware and operating system then you will be able to re-use the original activation code. If you have used multiple activation codes then you will need to use the last used activation code as this will contain all of the merged license items. If the Call Recording Software is being installed on a PC that has different hardware and / or operating system then the original Activation Code will need to be reset so that it can be re-used. NEC will reset the Activation code(s) at no cost only for the following instances: 1. The call recorder PC has failed. 2. The user wishes to move the call recorder to another PC. 3. The PC ID has changed because of a hardware change or change of Operating System. The process is carried out via BusinessNet so if you do have access to the re-license page, you will need to contact you license administrator to raise the request on your behalf. Summary Re-License Process The reseller/distributor raises the request for the re-license via BusinessNet NEC will validate the request and reset the Activation codes The Reseller registers the Activation code(s) to the new call recorder PC Call Recorder V4 Activation codes are not administered via LMS. Re-License is only available for Call Recorder V4 recorders. Call Recorder V2.x recorders do not need to be re-licensed when the call recorder PC is replaced. If MyCalls and the call recorder are installed onto the same PC then you will also need to re-license the MyCalls applications; these are LMS licenses. 30 P a g e

31 Raise the Request on BusinessNet You will need the following information before requesting the re-license: The Serial number(s) and Activation code(s) of the call recorder Details of the call recorder(s) installed From the BusinessNet Home page click to raise a new request or view existing requests. Recorder Re-license Click to begin the request for a re-license. Fields marked * are mandatory Subject * Site/Customer/Partner Reference * Alternative Contact Information Sense Recorder Details* Additional Comments Give the request a title. Add the customer name or your site reference number (this is not used by NEC and is for you to identify your customer). Add any other contact details within your company that may be linked to this request. Add the Serial Numbers and Activation codes of all call recorders installed. These are shown on the label of each unit or the DVD supplied with the SIP recorder. Add the product codes of each recorder. Indicate if DTMF pause was included or not. Add the reason for the re-license and any other comments. Click to save the request. 31 P a g e

32 Viewing and Updating your Requests You can add further comments to any of your open requests, but you cannot edit/delete the original request or any existing comments. From the BusinessNet Home page click to go to the Call Registration page. Click to view the progress. To add further comments to an open request: Click to view the request Add (or paste) your comments into the Add more Info text box and click You can also attach further files to the request, select the EDIT tab and click Attach file Once the request had been validated and completed then you will receive an saying the license has been reset. 32 P a g e

33 Upgrading to Version 4 of the Call Recording Software. To upgrade to version 4 you will need to purchase an upgrade license, you should obtain this before starting the process. Previously there have been several releases of the call recording software, to upgrade to version 4, the version you are upgrading from needs to be on version with patch If the Call Recording Server PC is going to be the same then make sure that it meets the requirements to run version 4. The PC may need to be restarted during the upgrade. Before starting the upgrade, make sure that there are backups of both the database and call audio, these can be used if the upgrade fails for any reason or if a roll back is required. Any of the existing call recorder settings will be maintained after the upgrade has finished. As an additional precaution, the raw database files should be backed up too. To do this, stop the Retell service, locate the sense.mdf and sense_log.ldf files make a safe copy of them. When you are ready to being the upgrade, unzip the Call Recording software and double click the CallRecorder icon. The installation will begin, the text in the window will indicate that an upgrade will take place, click next to continue. The upgrade will commence, click through the steps to complete the upgrade. 33 P a g e

34 Once the installation has completed, the Options Screen is displayed, the installation can be licensed at this point, details of licensing is available in Licensing the Call Recorder Software. Un-check the option Run NEC Call Record now and click finish. 34 P a g e

35 The installer will then start to install a patch, click OK when prompted to start installing the patch. If the PC was restarted during the install then the installation of the patch will not start automatically. If this happens then it can be started by running PatchSetup.exe from the \Patch folder where the call recording software is unzipped to. A progress indicator will be displayed whilst the patch is installed. Once the patch has been installed click OK. 35 P a g e

36 Once the patch has been applied then the license will need to be installed, follow the instructions in Licensing the Call Recording Software to do this. If you have an ISDN or analogue call recording unit then the firmware on the unit(s) will need to be upgraded. To do this, login to the Calls application and from the Device Menu click Sense box and then Update Firmware. It s not possible to upgrade the firmware whilst calls are in progress and the recorder is live. To get around this you can remove the TAP connector from the front of the call recording unit, upgrade the firmware and then re-connect it. Click the icon to browse to the firmware file, this is located in the \firmware folder under the Installation folder where the main call recorder components was installed to. By default this is C:\Program Files (x86)\nec\callrecorder\bin\firmware 36 P a g e

37 Select the file in the firmware folder, if there is more than 1 file displayed then select the newest file in the list. Once the file is selected click the Update button and the software will update any call recorder that is connected. As the firmware is updated on each box, they will be restarted. Once the firmware update has completed, click OK. To view the version that is installed, select Box > Device Options and the version number will be displayed in the lower left hand corner. The correct version number for is P a g e

38 Using Calls To Login to the call recording software, click the Calls shortcut from the desktop of the call recording server. The default username is admin and password callrecorder. When logged into Calls, you will see a list of calls that have been recorded and some details about the calls. To playback a call using Calls, double click on the call from the list and it will be played back. This is usually done using the MyCalls interface but it may be necessary to review the call list in Calls to confirm call recording is working as expected. It s 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. It s possible to make calls and click the Filter button in Calls, this will allow you to see live call information to verify call recording is working. Live calls are highlighted in grey in Calls. 38 P a g e

39 Configuring Recording of SIP Trunks SIP trunk recording doesn t require any physical hardware to be installed, it instead uses packet sniffing technology to record calls. 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 server that will perform the packet sniffing must support promiscuous mode. Promiscuous mode will allow a network card to pass packets that are not addressed to it allowing the calls to be recorded. Depending on the device performing the port mirror, it may be necessary 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 PBX. If there is a dedicated connection provided for the SIP trunks, then the port mirror could be best placed on the port up linking the router to the LAN. The port mirror can also be placed in-line with the IPL card of the PBX, this will capture all traffic passing through the IPL. The call recording software is configured so that it will only record the SIP trunk calls. In the Calls application, click Tools, Options and on the Special tab select the network card that is connected to the port mirror. The MAC Address of the selected network card will be displayed under the Network Devices Window. Once the network card has been selected, click on the VoIP tab. In the list of settings, make sure the Recording Mode is set to Telephone provider side. The LAN box should be empty, if there are any settings in this box then they can be removed. 39 P a g e

40 In the PBX box enter the IP Addresses of the IPLE and the IPLE DSP Resources. These are the IP Addresses found in PC Pro / Easy Edit / Quick Install / IP SIP / Blades / CCPU IPL IP Address or PRG command : And Easy Edit / Quick Install / IP SIP / Blades / IPL VoIP Resource IP Address or PRG command These addresses need to be entered in a to from format even if there is a single address it would need to use the same format. For an IP address of just you would enter Multiple addresses can be separated by commas. Other examples are in the table below. IP Addresses Example Format and and , P a g e

41 In the telephone provider enter the SIP carriers IP address for SIP and RTP. These need to be entered in the same to from format that the PBX is entered in. Once the settings have been entered, click OK to save the changes. The new setting will be active after the service has been restarted. A Wireshark trace can be used to determine to IP Addresses that need to be entered in the PBX / Telephone provider boxes. Start a Wireshark trace running and in the filter box and enter SIP or RTP. The initial SIP messages show the PBX s IPLE IP Address communicating with the SIP carrier The RTP packets show the call flow between the IPLE Resources, and the carrier The settings in this instance would be: PBX Telephone Provider P a g e

42 Manually Pausing Recording Using DTMF Digits. Manual pausing of call recording using DTMF digits can be implemented on ISDN and SIP trunk call recording, pausing isn t available on Analogue trunks. Pausing is a licensed feature and there is a separate license that will allow pausing from the PBX side and the outside caller. The purpose of the feature is to allow sensitive information not to be recorded. When enabled, the feature will detect a defined sequence of DTMF and stop / start recording during a call. A time-out value can also be configured so that if a recording is paused it will automatically start recording again after a set number of seconds. When the DTMF stop or start commands are instigated both parties will hear the DTMF digits being sent to line. Whilst the recording is in a stopped state, the call continues to record as normal but silence is recorded in it until it starts recording again. A programmable function key can be put on a digital keyset to dial the DTMF digit to send the digits for stop / start recording. This is a licensed feature that will need to be activated before it will work. When you order the license, you will receive and Activation Code that needs to be installed using the license manager. This should be Merged with the existing license. License Code EU EU Description MyCalls Call Recorder Manual Pausing PBX Side. This allows a user on the PBX side of the call to pause recording by dialling DTMF digits. MyCalls Call Recorder Manual Pausing Caller Side. This allows the external caller to dial digits to pause recording. Once the license has been installed then you can see in the license manager if the feature has been enabled under the API DTMF option. 42 P a g e

43 Once the license has been installed then the feature has to be enabled and configured, this is done in Tools > Options > Server > PCI Compliance. The settings are described in the table below: Option Detect DTMF commands Start Recording command (Agent) Stop Recording command (Agent) Start Recording command (Customer) Stop Recording command (Customer) DTMF Detection interval (seconds) Restart recording timeout Function Check the box to enable the feature. This is the DTMF sequence used by a user on the PBX to start recording again after it has been stopped. Enter # or * and a digit(s) as required. This is the DTMF sequence used by a user on the PBX to stop recording. Enter # or * and a digit(s) as required. This is the DTMF sequence used to start recording again after it has been stopped by the outside caller. Enter # or * and a digit(s) as required. This is the DTMF sequence used by the outside caller to stop recording. Enter # or * and a digit(s) as required. The number of seconds between dialling the first and last digits to pause recording. If the DTMF digits are spread over a longer interval, the sequence will not be detected. The max value is 15 seconds. Set the maximum duration not to record in seconds. When recording has been paused it will automatically restart after this timer expires. If the value is set to 0 then recording will only restart when the start command is sent again. 43 P a g e

44 To save and apply the settings, click OK. The call recording service will need to be restarted to apply the setting. When the service is restarted, and calls that are being recorded at that time will not be available for playback. Auto Deletion of Calls By default Auto Deletion of calls that have not been archived or backed up is enabled. When the hard disk of where the Audio folder is located gets down to 10GB of disk space remaining it will start to delete older calls from the call recording server. This clears space for new calls on the PC and will stop the hard disk from becoming full. If a call has been Auto deleted then it is permanently deleted and cannot be recovered. This feature can be turned off by logging into Calls and from the Tools menu, select Options. On the Server tab, expand Audio post processing and disable Delete Calls When Disk is Full. Click OK to save the changes and you can choose if you restart the service to apply the changes. If there are any active calls while the service is restarted then they will not be available for playback. The setting Disk space before start deleting calls allows the default 10GB setting to be altered, you could for example change the value to 50GB and calls would get delete when 50 GB of disk space is remaining. 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. 44 P a g e

45 Keeping Calls for a Fixed Period Some businesses may only want to keep call recordings for a fixed period of time i.e. one month or one year. This option can be configured in the Calls application under the Archive > Scheduled Tasks menu. WARNING. Calls that are deleted by the scheduler are permanently deleted from the call recording server. Once deleted the will not be available for call playback even if they have been archived. Click Add and then select the Deletion tab in the lower section of the window. Enter the number of days that calls should be stored for and select the option to Delete calls. Choose how often the check is performed in the Repeat area and click save. For this feature to work, a valid path must be selected on the Archive tab. 45 P a g e

46 Storing Audio on a Network Drive By default, audio is stored on a local drive but it may be desirable to store it on some kind of network drive. If access to the network drive requires a username and password then these have to be entered in the call recording software. The path that needs to be entered to store audio on the network drive needs to be entered as a UNC rather than a mapped drive letter. To enable the feature select Tools > Options and on the Special tab and click the browse button next to Change audio destination folder option. The Browse for Folder window will appear, select the path that you want the audio files to be stored in and click OK. Once the UNC is displayed in the audio folder destination then click on the Network Credentials tab. Enter the path, domain (if required), username, password and a description. Click save credentials to apply the changes and then click OK. 46 P a g e

47 For the settings to be applied, the recording service must be restarted. When the service is restarted, and calls that are being recorded at that time will not be available for playback. Once the service has restarted then it s possible to check the new Audio folder is working by making a call and browsing to the UNC and seeing if the audio file is present. It s also possible to see the audio path in the Calls application by right clicking on the columns, choosing Column Chooser and selecting the Audio Path column. Archiving to a Network Drive It s also possible to perform archiving to a network location in a similar way to storing audio on a network drive. In the Network credentials area, enter the path as a UNC and then the Domain, Username and Password. When an archive is performed to this location either through MyCalls or the Call Recording Software, it will use these details. For the settings to be applied, the recording service must be restarted. When the service is restarted, and calls that are being recorded at that time will not be available for playback. Once the service has restarted then you should perform a backup and make sure the database / archived calls are in the expected location. 47 P a g e

48 MyCalls Configuration The following instructions are based around MyCalls Version In older versions of MyCalls the call player is different, transfer leg navigation isn t available and there are no options to configure exported call recording files and default file format. Before you can configure MyCalls to use call recording, you must have a call recording license installed. On the SV / SL this is usually installed on the SV / SL and read into MyCalls. Refer to the MyCalls installation manual for further details. The licensing is broken down into on a per trunk and per trunk type basis. If you have 4 Analogue trunks, 8 PRI trunks and 8 SIP trunks, then trunk types have to be correctly set in MyCalls. To look at the configured trunk types, login to MyCalls and click Configure > Telephone System > Devices > Trunks. For each trunk number, the trunk type can be specified using the drop down menu. SIP trunks should be specified as TCP/IP trunks. 48 P a g e

49 To enable MyCalls to playback recorded calls, run the MyCalls application, if you have any users configured you must login to the application as a PBX administrator. From the menu, click Configure / Telephone system, select the PBX you are configuring recording, select Call Recording and click Edit Call Recorder Configuration. In the Edit Call Recorders window, click Add Call Recorder. Select Retell from the drop down menu and enter a meaningful name for the recorder then click ok. 49 P a g e

50 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 / Trunks / Create or Edit. Any trunks that are not licensed will not be recorded. 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. 50 P a g e

51 If the test is successful then MyCalls can communicate with the call recording database. Click ok to clear down the message. Click OK twice to save the call recording configuration. Netlink and Call Recording When MyCalls is used with Netlink, there needs to be the appropriate MyCalls licenses installed on the SV8100/SV9100. 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. 51 P a g e

52 Configuring Call Recording Rules To exclude certain types of calls from being recorded, click the Recording Rules button in the call recorder configuration screen. 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. 52 P a g e

53 Call playback users and groups In Configure / Organisation users have to be enabled for call playback. 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. It is also possible to setup hierarchal type permissions to allow certain users to only playback calls from their group. In the example below, the highest level group is called Sales and in that group, there is a user called Sales Manager. The user Sales Manager can playback any calls from any calls associated to the sub groups Telesales and Direct Sales. The user Simon Nomis can only playback calls in the Telesales. The same principle applies to the user Direct Sales, it can only playback calls for users in Direct Sales. Users that are assigned the role of user can only see and playback their own calls. 53 P a g e

54 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. Click the drop down menu in the user column and select from the list. 54 P a g e

55 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. After you have double clicked the speaker, the player will load and play the call. The screenshot below is of the enhanced player. For further information on using the call player, refer to the MyCalls end user guide. 55 P a g e

56 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 auto deletion 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. Archiving can be carried out to either a local area on the call recording server or to a UNC (Network Path) that is accessible from the call recording server. If configured, MyCalls can inform you via an if the backup ever fails. Should a user attempt to playback a call that has been archived and subsequently deleted, MyCalls will prompt for the media that it was archived on to the be inserted. Archives can be run either manually or can be scheduled to run automatically. Archiving is configured in MyCalls > Configure > Telephone System > Call Recording > Edit Call Recorders > Click Edit against the Call Recorder name > Recording Backup. Local Archiving Different types of media can be used for calls to be archived on to. The media used to archive on to should be local to the PC that is running Sense. So long as the operating system can access the drive and perform a copy and paste to the archive drive, the archive procedure should work fine. The purpose of these archives is to stop the hard disk from running out of space. As part of a disaster / recovery type situation, a backup of these archives should be made and stored in a suitably secure location. Mass storage devices such as USB hard drives or removable hard disks can be used to perform archiving on to. These devices are typically inexpensive and can handle large amounts of data. Any archiving that takes place is always relative to the call recording server. If MyCalls and the call recording software are on separate PC s then the backup media should be connected to the call recording server and not the MyCalls PC. MyCalls instructs the call recording software to perform a backup. The data that is archived consists of two main items the database and copies of the audio files. 56 P a g e

57 Backup Folder The backup folder is the location from the call recording server that archives will be carried out to. This will be either the local folder accessible on the call recording server or the UNC of the PC that the calls will be archived to. The two examples below show a local folder on the call recording server E:\BACKUPS and a UNC \\SERVER\BACKUP. To perform a backup to a UNC the Call Recording software will first need to be configured as described in Archiving to a Network Drive. 57 P a g e

58 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. If a call that is archived on to this media and had been deleted from the Call Recording server 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 Call Recording Server. The administrator should then get the new media ready and decide on the new volume name. The volume name should be changed in the Backup Volume Name section of the Backup Call Recordings configuration page. The media should be the labelled with the new name and inserted in the Sense PC. The Maximum Volume Size can also be configured, the Maximum Volume Size is the size a volume will grow to before its name is changed. For example the settings show in the screenshot below would firstly backup to e:\backups\jan once the folder jan reached a size of 1000MB, another folder would be created called e:\backups\jan 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. 58 P a g e

59 Manual Call Recording Archiving Using MyCalls A manual archive can be instigated using the MyCalls backup facility. From the Configure / Telephone System / PBX select Call Recording and edit the call recorder configuration. From the call recorder configuration screen, click the Recording Backup button. 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. If any errors are encountered during the backup, they will be displayed in the MyCalls application. A progress indicator will be displayed as the backup is carried out, to abort the backup operation, click cancel. 59 P a g e

60 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 Date / Time, enter when the schedule should run. If any errors are encountered during the archiving procedure they will be reported in the audit login in MyCalls. An address can be entered so that when any errors are generated, they can be ed out to the backup administrator. In order for the notifications to work the Server Settings should be configured in the Configure / System Settings / Server menu. After setting up any scheduled backups, click ok twice to save the new configuration. Once a media is replaced, it is good practice to change the backup volume name in the in the call recording configuration. 60 P a g e

61 Restoring Backups A backup can be restored using the Calls application, databases can only be restored on the same level of software that they were taken on. For example if you have taken a backup in an older version of the Call Recording Software, it could not be restored into 4. There is a separate facility available that allows databases to be restored into version 4, further information is available in Database Upgrade Tool. The time it takes to restore a backup will vary based on the size if the database that has to be restored, the number of audio files to be restored and the speed of the PC. When the database is restored, it is merged with the current database, this means that any existing entries in the database are not deleted. The backup that is restored must be local to the call recording server. Restore the Database From the Archive menu, select Restore > Database. Browse to the location where the backup is stored. 61 P a g e

62 The file will be named Fullbackup followed by the date and time. Once the file has been selected click the Restore button. Click Yes to start the restore process. 62 P a g e

63 The Restore process will begin, when it is finished confirmation will be displayed in the lower part of the window. The database will then be restored and you will be able to search for calls that would have been in the backup. If you double clicked on one of the recordings to play it an error would be displayed saying Play Failed, this is because the audio files have not yet been restored. 63 P a g e

64 Restore The Audio Files To start restoring the audio files, from the Archive menu select Restore / Calls. Browse to the location where the audio files that need to be restored and click Restore. The files will be restored, a confirmation message will be displayed once it has completed. The restore process will now be complete and you will be able to playback files from the Sense Call application. 64 P a g e

65 Database Upgrade Tool The database upgrade tool can be used to import an old database into the Call Recording software, only databases from version can be imported. The database is restored and merged with the existing call recording database. This can be particularly useful if you are moving from an old version of the call recording software and wish to migrate to a new call recording server. The features is accessed under the settings menu. In the next window, there are 3 options that can be selected: Backup Location, this is the backup file that is to be restored. Audio Source, this is the location of the audio files that will be restored from. If a backup contains many different folders / sub folders then you can select a high level folder and any files in the sub folders will be restored. Audio Destination, this is where the audio files will be restored to. When each audio file is restored, the database is updated to point to the location of the restored audio file. Select each of the folder locations as required. The Data Import option allows the database to be restores. The Audio Import option can be used to enable / disabled the import of audio files. Click Start Import to start the import process, if you are restoring a large database or high number of calls it can take a long time to complete. 65 P a g e

66 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 the Call Recorder configuration. From here, you can type in the Unit ID, Port and Channel boxes. There is also an option to right click and increment the Port and Channel numbers. 66 P a g e

67 Alternatively, click the Assign button next to trunk 1 and assign Unit ID to port 0 and channel 1. The following table shows how to configure the other trunks. SV8100 / SL Trunk Unit ID Port ISDN Channel Number 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. 67 P a g e

68 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 0 will be trunk 1, channel 1 will be trunk 2 and so on. SV8100 / SL Trunk Unit ID Port ISDN Channel Number Single Analogue Unit Assuming the trunk numbers run sequentially from 1-8 then the channel mapping would be configured as follows. SV8100 / SL Trunk Unit ID Port Channel Number 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 ISDN recording, when a call SIP call is made, the trunk number that the call is made on is stored in the Sense database. MyCalls can then match calls using the trunk number is was made on. SIP calls always has a fixed Unit ID of 129 that can t 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: SV8100 / SL Trunk Unit ID Port Channel Number P a g e

69 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. To check or change the CSID of a unit, open the Calls application and from the Box Menu, select Device Options. The Device drop down menu will allow you to select an individual call recording unit and set the ID for the unit in the CSID box. If the ID of a unit is changed, then you have to Save and Reset when you click this button the call recorder box is restarted. If any calls are being recorded whilst the box is restarted then the they will not be available for playback. 69 P a g e

70 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 SV / SL Trunk Unit ID Port Channel P a g e

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72 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 units and it assumes that the trunk numbers running sequentially from SV8100 / SL Trunk Unit ID Port Channel P a g e

73 Stop / Start Call Recording Stop / Start Recording is a licensed feature in MyCalls and allows part of a call recording to be silenced for a period of time. This is usually required when a user is taking sensitive information such as credit card details from a caller. The recording can be stopped manually by clicking a button in the MyCalls Application, MyCalls Desktop, MyCalls Console or Using the Stop / Start Recording Client. MyCalls can also be setup to detect when the user is in a particular area of an application and then automatically pause recording. A license is required for each MyCalls user that is logged into any MyCalls application and has the feature enabled. The license code for SV9100 is EU / EU for SV8100 / EU for SL2100. The Call Recording Software doesn t need a license for Stop / Start Recording. Conditions Channel mapping has to be setup in order for Stop / Start Recording to work. Stop / Start Recording is only available when users are connected directly to a trunk that is recorded. If a call passes around a virtual loopback trunk then Stop / Start recording will not work. Sense Call Recording software or above is required. In the Call Recording Software in Tools > Options > Server > PCI Compliance > Detect DTMF commands has to be enabled. Manual Stop / Start Recording Each user that needs to use the Manual Stop / Start Recording feature must have the feature enabled first. This is enabled in Configure > Organisation > Call Recording. 73 P a g e

74 Once a user has been enabled for Stop / Start Recording and they login to one of the MyCalls Application, they will see the Stop / Start Recording Button. The button will change colour based on the status of the extension. When the button is greyed out the extension that the MyCalls user is logged onto is not on a call. When the button is Red, this means the extension is on a call. The user can click the button to pause recording. When the button is Green recording is currently paused, click the button to resume recording. The button is visible in each of the applications as shown below. MyCalls Application MyCalls Desktop Application Operator Console Stop / Start Recording Client 74 P a g e

75 Stop / Start Recording Client The Stop / Start Recording Client is a separate application that runs in the system tray independently from the other MyCalls applications. The client can be installed as part of the MyCalls Client installation and can be added to the Client Installer, further information on how to install the client is available in the MyCalls Installation manual. The Stop / Start Recording client will run when the PC starts up, Windows users can be assigned to MyCalls users to automate the login process of the application. Manual Logon When the Stop / Start Recording client runs, it first looks to see if the Windows user is assigned to a MyCalls user. If this isn t the case then a MyCalls User Login screen is displayed, the user can login just like any other MyCalls user. The user can then select an extension and they will be logged into the application. If the user has been assigned to an extension in Configure > Telephone System > PBX > Devices > Extensions then they will be logged into this extension. 75 P a g e

76 Assigning Windows User to MyCalls users When the Stop / Start Recording client starts, it looks at the user that is logged on to the PC and then looks to see if the user is assigned to any MyCalls users. If this is the case and MyCalls can match the two together then it will logon to the Stop / Start Recording application with the assigned MyCalls user. If the MyCalls user is assigned to an extension then it will use this extension. If the MyCalls users isn t assigned to an extension then the user will be asked to select one. In Configure > Organisation click on Windows User. If a Windows Domain is being used, then select Domain User and from the drop down menu, select the Domain name. Once the Domain has been selected then in the Domain User drop down menu select the user. If a Workgroup is being used, then the PC Name and User has to be entered in the boxes below. This process ties the user on the PC to the MyCalls user, the MyCalls user needs to be assigned to an extension. This is done in Configure > Telephone System > Devices > Extensions > Create or Edit an Extension. When the Stop / Start Recording client starts, it shows the MyCalls user and the extension assigned to it. When a call is active on the extension, click on the client and the option to stop or start recording is available. 76 P a g e