Installation Guide. ShoreTel Active Recording

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1 IN Installation Guide The copyright in this work is vested in Red Box Recorders Limited and the document is issued in confidence for the purpose only for which it is supplied. It must not be reproduced in whole or in part or used for tendering or manufacturing purposes except under an agreement or with the consent of Red Box Recorders Limited and then only on the condition that this notice is included in any such reproduction. No information as to the contents or subject matter of this document or any part thereof arising directly or indirectly there from shall be given orally or in writing or communicated in any matter whatsoever to any third party being an individual firm or company or any employee thereof without the prior consent in writing of Red Box Recorders Limited. Registered office: Bradmore Business Park, Loughborough Road, Bradmore, Nottingham, NG11 6QA. Registered in England No T +44(0) E info@redboxrecorders.com Copyright Red Box Recorders Limited 2014

2 The Red Box Recorders solution for Supported Red Box versions: Quantify 3C or above. Supported ShoreTel Versions: ShoreTel 14.2 Build or above. Tested Configurations Quantify 3C / ShoreTel 14.2 Build Overview ShoreTel Active PBX with TDM Trunks ShoreTel Active PBX with SIP Trunks The Red Box Recorder solution for ShoreTel active recording uses a simple architecture of a remote server that interfaces with the ShoreTel TAPI TSP on a ShoreTel Remote Server and the Red Box Recorder. The ShoreTel Remote Server and the Recorder are located on the same machine. Page 1 of 14

3 The server monitors ShoreTel phone lines via TAPI and forwards any recordable calls to a single Route Point configured on the Remote Server which are managed by the central ShoreTel HQ server. The Route Point enables the supply of audio-data associated with the call to the server which is sent via the DataRAM to the Recorder. The Route Point can only manage a maximum of 200 calls simultaneously, so this is the physical limit of simultaneous recording for the ShoreTel active system. Compatibility Compatible with Red Box Recorder Quantify 3C and ShoreTel 14.2 or above. 3 rd Party Requirements ShoreTel supports DVS on Windows bit, Windows 2012 R2 64-bit,Windows bit, Windows bit and Windows 2008 R2 server 64-bit. A ShoreTel TAPI Application Server license must be purchased for the server. Microsoft.NET Framework 4.0 installed on the server. A ShoreTel Director administrative account. Red Box must be presented with an E1 connection interface through the ShoreTel Outgoing Trunk Groups (User Groups setup). Dedicated SIP trunks are not currently supported. The use of a convertor (Audiocodes Mediant 1000) to present SIP trunks as E1 is supported. Functionality Delivered The following information is collected about a ShoreTel audio call: Start Time End Time Call Duration Call Direction Extension Other Party Page 2 of 14

4 Extension Name Other Party Number Called Number As of Quantify 3B SP2 the following additional data is provided for recorded calls: Redirection Number Redirection Name Redirecting Number Redirecting Name DNIS Digits DNIS Name Red Box Recorders Requirements Licensing The recorder should be licensed with the Active Recording PP with the ShoreTel Active recording option selected. Installation Instructions The following sequence should be followed: Install the ShoreTel Remote server. Configure the ShoreTel Director for call recording. Install the Recorder and Software. Install the ShoreTel Remote Server The Red Box Recorder must be installed on a ShoreTel Remote Server (sometimes called a ShoreTel Application Server). Before the Red Box Recording software can be installed the ShoreTel Remote Server software must be installed. The ShoreTel Remote Server software Page 3 of 14

5 provides a TAPI interface for the Red Box Recorder which is used for recording audio and gathering call details. Preparing the Server Before the ShoreTel Remote Server software can be installed, the target system must be prepared in advance, as detailed in the following sections: Installing the server OS ShoreTel Remote Server software can only be installed on supported Windows 2008 Servers. Preparing Windows Server 2008 R2 Follow the installation notes for the version of ShoreTel Remote Server that you are using. The notes for ShoreTel version 14.2 are included in: ShoreTel Planning and Installation Guide.pdf in section 10.7 "Preparing Microsoft Windows Server 2008". Change Computer Name Change the Computer Name to "RBRShoretel01" or some variation that is appropriate. Note: The Computer Name is used for security purposes by the ShoreTel software. It cannot be changed after the ShoreTel Remote Server software has been installed Restart the server. Set a static IP Address Set a static IP address (plus network mask and gateway) for the server. This will allow the ShoreTel HQ Server to reliably find the Remote server. Add Application and Web Server Roles Follow the ShoreTel installation guide to add the Application and Web Server roles. Where the ShoreTel installation notes describe selecting FTP Publishing Service this has been built into the Web Server role and is available to select under FTP Server. Select all FTP Server options. Page 4 of 14

6 Add SMTP as Server Feature Add SMTP as a Server Feature as noted in the ShoreTel installation notes. Set SMTP and FTP Services start-up to Automatic Again follow the ShoreTel Installation document. Note: the FTP Service is listed in the Services window as "Microsoft FTP Service". It should already be set to automatic. Microsoft Updates ShoreTel recommend not using Automatic Microsoft Updates. They maintain a list of certified updates for each release in the server software release notes. Check these release notes before applying patches. Virus Scanner If using virus scanning software, as well as the Red Box Recorders recommended excluded directories, there are recommended exclusions from ShoreTel as well as the recorder software directories. See the ShoreTel installation notes for those exclusions, currently section of the Planning and Installation Guide. Install the Server Software Disable the Windows Firewall before continuing, the ShoreTel Remote server software will not install while it is still active. Run the Setup.exe file for the ShoreTel Remote Server and when prompted add the IP Address or Hostname of the ShoreTel HQ Server. Configure the ShoreTel Director for call recording Adding the Remote Server to ShoreTel Director Open up a supported browser and navigate to the ShoreTel HQ Server, ShoreTel Director. Log in using an administrative account with full access. Select Application Servers... then HQ/ DVS on the left hand panel. In the main frame, next to "Add new DVS at site": 1. Select Headquarters from the dropdown menu and click "Go". 2. Enter a name for the server. Use "RBRShoretel01" or similar. 3. Enter the recorder/remote server IP address into the Host IP Address textbox. Page 5 of 14

7 4. Use the ping button to confirm that the HQ server can see the Remote Server. (Currently, it is necessary to turn off Windows Firewall for the HQ server to ping the Remote Server.) 5. Uncheck the Allow Voice Mailboxes checkbox. The HQ/DVS server should now look something like the example below, once the details are entered into the Director, click Save. Create A User Group for the Remote Server From the left hand panel of the ShoreTel Director, browse to Users then to User Groups. This should display the following User Groups overview screen: Page 6 of 14

8 1. Select the Add new link at the top to go to the Add new User Groups menu. 2. Now enter the group name as something appropriate such as: RBR Recording Group. 3. Select Fully Featured from the COS Telephony drop-down menu. 4. Next choose No Restrictions for COS Call Permissions 5. Finally No Mail Box for COS Voice Mail. 6. Deselect Send Caller ID as Caller s Emergency Service Identification, Send DID as Caller's Emergency Service Identification (CESID) and Show ShoreTel Communicator users a list of account codes when dialling. 7. Finally select the relevant Outgoing Trunk Groups to be recorded in the Outgoing Trunk Groups (Access Code) section. Page 7 of 14

9 Verify the details are entered correctly as above before selecting Save at the top of the screen. Configuring the Class of Service Navigate the menu on the left to Users then Class of Service, then select Fully Featured from the list on the right. This will open up the Class of Service menu. Scroll down until the Record Other s Calls: checkbox is visible, and enable it. Immediately below that setting is a radio selection for which calls can be recorded, select All. The settings should match the example below: Page 8 of 14

10 Once complete, select Save at the top. Configuring other Class of Services For the other Class of Service options that are available on the ShoreTel Director: Page 9 of 14

11 For each of the Telephony Features Permissions make sure that Allow Recording of Own Calls is selected: Page 10 of 14

12 Adding the Route Point to ShoreTel Director With the ShoreTel Director still open, navigate to the Call Control menu then select the Route Points sub-menu to open up the Route Points overview. At the top, just below the title on the main frame, select the Add new link. 1. Under the Name field, enter a pertinent name for the Route Point, such as RBRRoutePoint1. 2. The Route Point will need an extension number, which is used by the Remote Server to direct call recordings to. Select a free extension number, to see the range of extensions currently in use select the View System Directory link in the main panel (this is best opened in a new browser tab, because leaving the current page will remove previously entered data to the form). 3. Change the User Group to the previously configured group. For the User Group select from the drop-down menu the User Group RBR Recording Group. 4. From the Route Point Server drop-down menu, select the Remote Server set up in the first section. 5. Next deselect the Mailbox Server, which should deselect both Accept Broadcast Messages and Include in System Dial By Name Directory checkboxes, if not, do so manually. 6. Set the Call Stack Depth to 200, or fewer if less simultaneous recordings are required. 7. Finally ensure the Call Forward radio style selection box is set to Never Call Forward. The configured screen should closely resemble the following dialogue: Page 11 of 14

13 Once satisfied, Select Save at the top of the frame. Install the Recorder and the Software Install the Recorder Install the recorder as usual. The installer will give a warning that IIS is already installed and may interfere with the recorder, click OK to continue. As a final step, it is required to change the default Apache port to 88 in the Apache configuration orb in Quantify. This will require a reboot. Licensing License the recorder for the Active Recording PP with the ShoreTel Active option selected. Application Configuration Settings Red Box Recorders ShoreTel Active Configuration Configuration for the Red Box Recorders ShoreTel Active system is stored in an ini file located within C:\LTR\Config\ShoretelActive.ini. Currently this file must be created and configured upon installation. ShoretelActive Profile Section In this section, an entry must be created according to the following template: [ShoretelActive] RoutePoint = 181 The number refers to the extensions of the Route Point configured previously. ShoreTel Communicator The ShoreTel Communicator application allows a user to answer their phone via a soft client interface on their PC. It has two main modes of operation: Primary Phone In this mode the soft client will answer the phone but the audio will still be presented on the physical phone via a handset or headset etc. In this mode the recorder will record the audio present on the physical ShoreTel phone. Softphone In this mode the soft client will answer the phone and the audio will be present on the client PC s soundcard. In this mode the recorder will record the audio present on the PC soundcard. Page 12 of 14

14 Diagnostics Settings Log Files The log files for the server are stored on the machine running the program, located in C:\LTR\Logs\ShoretelActive.log. Troubleshooting If Shoretel.exe fails to start after being terminated then the recorder must be restarted. Under no circumstances should Shoretel.exe be terminated by killing the process. TAPI Logging By default the ShoreTel Active recording solution logs only TAPI errors. If directed by Red Box Support to enable TAPI logging to any other value, the following line may be added to the ShoretelActive.ini file under the [ShoretelActive] section, for basic TAPI message logging: TAPILoggingLevel=1 Or for verbose TAPI logging: TAPILoggingLevel=2 Standalone TAPI Logger As an alternative to enabling the verbose TAPI logging within ShoreTel Active itself, a standalone TAPI logger is provided and located in C:\LTR\DataRamClients\Shoretel\ShoretelTAPILogger.exe. The standalone logger can be initiated at any time and does not require a recorder restart. It generates logs in the same location named ShoretelTAPILog.txt. To stop the logger, press any key to terminate the open console. Known Limitations Call recording is only available for external calls via a Trunk, either outgoing in incoming. Currently only conference calls with five or fewer parties can be recorded. 200 recordings per recorder is the maximum possible for ShoreTel Active. Page 13 of 14

15 Currently the Recorder must be restarted if new extensions configured in the ShoreTel Director are to be recorded. This also applies when using communicator if a soft-phone is set as the primary phone for a recorded extension. ShoreTel Active will fail to close if the process is closed improperly. For ShoreTel Active installations the recorder should be restarted normally to restart the ShoreTel Active process. Page 14 of 14