SV8100 SL MyCalls Call Recorder Installation Manual v1.0
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<strong>My<strong>Call</strong>s</strong> <strong>Call</strong> <strong>Recorder</strong> <strong>Installation</strong> <strong>Manual</strong><br />
Version 1.0 for Sense 2.6.2 for<br />
SV <strong>My<strong>Call</strong>s</strong> 3.0.0.0<br />
<strong>SL</strong> <strong>My<strong>Call</strong>s</strong> 3.2.0.0
Document History<br />
Feb 2011<br />
Initial release when call recording was separated from <strong>My<strong>Call</strong>s</strong> installation manual.<br />
Added Sense 2.6.2<br />
June 2011<br />
Add <strong>SL</strong>1100
<strong>My<strong>Call</strong>s</strong> <strong>Call</strong> <strong>Recorder</strong> ................................................................................................ 4<br />
<strong>Call</strong> Recording Licensing ..................................................................................................................... 5<br />
Background on ISDN <strong>Call</strong> <strong>Recorder</strong>s .................................................................................................. 6<br />
Requirements....................................................................................................................................... 7<br />
Compatibility of Sense and <strong>My<strong>Call</strong>s</strong> .................................................................................................... 8<br />
<strong>Installation</strong> .................................................................................................................. 9<br />
Connecting The ISDN <strong>Call</strong> <strong>Recorder</strong>. .................................................................................................. 9<br />
Connecting an Analogue <strong>Call</strong> recorder .............................................................................................. 10<br />
SIP Trunk Recording ......................................................................................................................... 10<br />
Installing the <strong>Call</strong> Recording Software ............................................................................................... 11<br />
<strong>Manual</strong>ly Installing the USB Driver .................................................................................................... 21<br />
Using Sense ............................................................................................................. 25<br />
Configuring Recording of SIP Trunks ................................................................................................ 26<br />
Auto Deletion of <strong>Call</strong>s ........................................................................................................................ 28<br />
Upgrading from Older versions of <strong>Call</strong> Recording Software .............................................................. 28<br />
Disabling Encryption on the ‘TMP’ Folder ......................................................................................... 29<br />
Keeping <strong>Call</strong>s for a Fixed Period ....................................................................................................... 30<br />
<strong>My<strong>Call</strong>s</strong> Configuration .............................................................................................. 31<br />
Netlink and <strong>Call</strong> Recording ................................................................................................................ 35<br />
Configuring <strong>Call</strong> Recording Rules...................................................................................................... 36<br />
<strong>Call</strong> playback users and groups......................................................................................................... 37<br />
Playing back calls .............................................................................................................................. 39<br />
Archiving Recorded <strong>Call</strong>s .................................................................................................................. 40<br />
Local Archiving................................................................................................................................... 40<br />
Archiving to a Networked Location .................................................................................................... 41<br />
Backup Folder .................................................................................................................................... 41<br />
Volume Names .................................................................................................................................. 42<br />
<strong>Manual</strong> <strong>Call</strong> Recording Archiving Using <strong>My<strong>Call</strong>s</strong> .............................................................................. 43<br />
Scheduled Archiving .......................................................................................................................... 44<br />
Exact Channel Mapping ........................................................................................... 45<br />
Single PRI Unit................................................................................................................................... 45<br />
Single BRI Unit................................................................................................................................... 47<br />
Single Analogue Unit ......................................................................................................................... 47<br />
SIP Trunk <strong>Call</strong> Recording .................................................................................................................. 47<br />
Multiple Units ..................................................................................................................................... 48<br />
Multiple PRI Units .............................................................................................................................. 49<br />
Multiple Analogue / BRI Units ............................................................................................................ 51<br />
Firmware on the <strong>Call</strong> Recording Box ........................................................................ 52<br />
Checking The Firmware Version ....................................................................................................... 52<br />
Upgrading the Firmware .................................................................................................................... 53
Power/TX<br />
Link/Rx LPT1 LPT2 COM<br />
Print Server<br />
<strong>My<strong>Call</strong>s</strong> <strong>Call</strong> <strong>Recorder</strong><br />
<strong>My<strong>Call</strong>s</strong> <strong>Call</strong> <strong>Recorder</strong> gives you the ability to record and playback trunk calls made on an <strong>SV8100</strong> /<br />
<strong>SL</strong> Series PBX. The call recording software can record ISDN, SIP and analogue trunk calls. For<br />
ISDN calls, a recording unit is placed between the Network Termination Equipment (NTE) and the<br />
physical card in the PBX. There is a USB lead on the call recording unit that is connected to a PC.<br />
As calls pass through the call recording unit, they are streamed onto the PC and stored in a database.<br />
SIP trunk calls are recorded by connecting a ‘mirrored port’ carrying SIP traffic to a network card in<br />
the call recording server. The SIP trunk information presented by the mirrored port will allow the SIP<br />
trunk information to be recorded and stored on the call recording server. Once a call has finished, it is<br />
compressed, encrypted and stored ready for playback.<br />
<strong>My<strong>Call</strong>s</strong> <strong>Call</strong> <strong>Recorder</strong> gives users the ability to find and playback these recorded calls using the<br />
<strong>My<strong>Call</strong>s</strong> application. <strong>My<strong>Call</strong>s</strong> version 3 has different licensable options that are available for call<br />
recording.<br />
P Commands /<br />
SMDR<br />
PRI<br />
<strong>My<strong>Call</strong>s</strong> PC<br />
USB Lead<br />
<strong>Call</strong> <strong>Recorder</strong><br />
PSTN<br />
<strong>My<strong>Call</strong>s</strong><br />
Database<br />
Recorded<br />
<strong>Call</strong>s<br />
Database<br />
This manual covers the procedure for installing <strong>My<strong>Call</strong>s</strong> call recorder on the <strong>SV8100</strong> PBX and the <strong>SL</strong><br />
series PBX. The installation procedure is the same for both PBX’s but the <strong>SL</strong> series PBX does not<br />
have Primary rate call recording available.
<strong>Call</strong> Recording Licensing<br />
<strong>My<strong>Call</strong>s</strong> <strong>Call</strong> <strong>Recorder</strong> requires <strong>My<strong>Call</strong>s</strong> <strong>Call</strong> Manager or above to work. The <strong>My<strong>Call</strong>s</strong> licenses and<br />
the call recording license should be installed on the <strong>SV8100</strong> / <strong>SL</strong> and read from the <strong>SV8100</strong> / <strong>SL</strong><br />
using the license manager. The license will have to be registered once it has been read from the<br />
<strong>SV8100</strong> / <strong>SL</strong>, further details on licensing are available in the <strong>My<strong>Call</strong>s</strong> installation manual.<br />
The call recording licensing options can be reviewed once the license has been installed in <strong>My<strong>Call</strong>s</strong> in<br />
the Help / About screen in the <strong>My<strong>Call</strong>s</strong> application.<br />
Included with the <strong>My<strong>Call</strong>s</strong> <strong>Call</strong> <strong>Recorder</strong> comes the standard player. Two further licenses can be<br />
purchased to enable more features, details features are shown below.<br />
Waveform<br />
Display<br />
Sound<br />
Clips<br />
Section<br />
Marker<br />
Single <strong>Call</strong><br />
Recording<br />
Export<br />
Bulk <strong>Call</strong><br />
Recording<br />
Export<br />
Volume,<br />
Balance,<br />
Playback<br />
Speed<br />
<strong>Call</strong> Audit<br />
Standard<br />
<br />
Enhanced*1 <br />
Enhanced<br />
and Audit *2<br />
<br />
*1 <strong>My<strong>Call</strong>s</strong> Enhanced Player is part number EU100021 for <strong>SV8100</strong> and EU300025 for <strong>SL</strong> Series,<br />
License Code 7152.<br />
*2 <strong>My<strong>Call</strong>s</strong> <strong>Call</strong> Playback Auditing is part number EU100022 for <strong>SV8100</strong> and EU300026 for <strong>SL</strong><br />
Series, License Code 7153. This license requires the enhanced player to be installed.
Background on ISDN <strong>Call</strong> <strong>Recorder</strong>s<br />
There are two types of ISDN call recorders that are available, a USB 1.1 unit and a USB 2 unit. The<br />
instructions in this manual are for the USB 2 Unit, for information about the USB 1 unit, refer to the<br />
<strong>SV8100</strong> <strong>My<strong>Call</strong>s</strong> v1 installation manual. It is not possible to use a mixture of USB 1 and 2 units on<br />
the Sense call recording PC. To identify which version a unit is, look at the front of the call recording<br />
unit. Note that different software is required depending on which type of unit you are installing.<br />
The picture below shows a USB 1.1 unit. The difference between the two units is that the USB 1.1<br />
unit has a USB connector on the front of the unit. Note the USB port on the left hand side of the unit.<br />
The picture below is of USB 2 unit. Note that the front USB connector is blanked out and not<br />
available.
Requirements<br />
<strong>My<strong>Call</strong>s</strong> Software version 3.0.0.0 SP1 or <strong>My<strong>Call</strong>s</strong> 2.5.0.0 SP3<br />
Minimum Sense <strong>Call</strong> Recording Software version 2.6.2<br />
Firmware version 2.4.1 (June 2010) on the call recording unit.<br />
<strong>SV8100</strong> System Software R5 or above. (Note that Sense 2.6.2 is only supported on the <strong>SV8100</strong> / <strong>SL</strong><br />
series PBX)<br />
<strong>SL</strong> Series System Software 1.21 or above<br />
The call recording server must be a dedicated PC for call recording. If you are recording 30 channels<br />
or greater then <strong>My<strong>Call</strong>s</strong> and the call recording software must be on separate PC’s. Access to the call<br />
recording server PC should be made secure by a username and password. Limiting the number of<br />
users that have access to the PC is also considered an extra security precaution. A maximum of 120<br />
channels can be recorded on a single call recording server. If recording of more than 120 channels is<br />
required, then two call recording servers can be used.<br />
When implementing a call recording solution, consideration should be given to backing up recorded<br />
calls. Details on how to backup recorded call are provided later in the manual. For optimum<br />
performance of call recording the operating system of the PC and Sense should be installed on<br />
different drives.<br />
Minimum Hardware Specification – <strong>My<strong>Call</strong>s</strong> and Sense on the Same PC.*<br />
Intel Dual Core 2.0GHz Processor<br />
3GB RAM<br />
Min 500GB of available Hard Disk Space<br />
*<strong>My<strong>Call</strong>s</strong> and Sense can only be on the same if less than 30 channels are being recorded.<br />
Minimum Hardware Specification – Sense Only Upto 60 chanells being recorded.<br />
Intel Dual Core 2.0GHz Processor<br />
3GB RAM<br />
Min 1TB of available Hard Disk Space<br />
Minimum Hardware Specification – Sense Only Up to 120 chanells’ being recorded.<br />
Intel Quad Core Processor<br />
3GB RAM<br />
Min 1TB of available Hard Disk Space<br />
Operating systems:<br />
Windows XP Pro min SP2 – 32 BIT only<br />
Windows Server 2003 SP2 – 32 BIT only<br />
Windows Vista Business, Ultimate and Enterprise 32 BIT only<br />
Windows 7 Professional, Ultimate and Enterprise 32 and 64 BIT<br />
Windows Server 2008 R2 64 BIT<br />
A sound card and speakers are required for call playback<br />
Note although <strong>My<strong>Call</strong>s</strong> in supported on Terminal Services and Hyper V, the call recording software is<br />
not. <strong>Call</strong> playback is not supported in a thin client environment.<br />
1GB of disk space will store approximately 100 hours of call recordings, depending on requirements it<br />
may be necessary to increase the available disk space in the PC. Recorded calls can be archived to<br />
free up space from the PC. There must be an available USB port for each call recorder that will be<br />
connected to the PC. The USB ports that the call recording units connect to must be USB 2 Ports<br />
and not USB 1.1. USB web cams or USB video devices should not be connected to the same USB<br />
controller as the call recording units. Additional USB controller cards can be installed if required.
Compatibility of Sense and <strong>My<strong>Call</strong>s</strong><br />
Sense 2.6.2 uses a stronger, more complex ‘SA’ password that is different to what was in previous<br />
versions of Sense. The password previously used was a weaker password and could potentially halt<br />
the installation package if a password policy had been implemented on the PC sense was being<br />
installed on to. <strong>My<strong>Call</strong>s</strong> has to be aware of this password for when it is playing back calls from the<br />
sense database. If a site is upgraded from an older version of Sense to 2.6.2 then it will keep on<br />
using the same weaker SA password as before.<br />
For that reason Sense 2.6.2 can only be used with <strong>My<strong>Call</strong>s</strong> 2.5 and above, for versions 2.5 and 3.0<br />
service packs have to be installed in order for <strong>My<strong>Call</strong>s</strong> to use the strong password. For <strong>My<strong>Call</strong>s</strong> 2.5,<br />
service pack 3 or above should be installed and for <strong>My<strong>Call</strong>s</strong> 3.0 service pack 1 or above should be<br />
used. The services packs must be applied to the <strong>My<strong>Call</strong>s</strong> server and client.<br />
<strong>My<strong>Call</strong>s</strong> 2.5 SP3 and 3.0 SP1 are both compatible with the strong and weak passwords so can be<br />
used with any version of Sense.
Power/TX<br />
Link/Rx LPT1 LPT2 COM<br />
Print Server<br />
<strong>Installation</strong><br />
Connecting The ISDN <strong>Call</strong> <strong>Recorder</strong>.<br />
The call recording unit can be rack mounted, free standing or mounted in a CD ROM bay of a PC.<br />
The patch leads connecting through the tap connector should each be no longer than 5 metres in<br />
length. The USB lead supplied with the call recording unit is 1 metre in length. This will mean the call<br />
recording until and PC will have to be situated near each other.<br />
The ISDN lines are connected from the NTE into the tap connector supplied with the call recording<br />
unit. A cable should then run from the other socket on the tap connector to the ISDN card in the PBX.<br />
Once both are connected, calls will be able to pass through the tap connector. There are different<br />
types of tap connectors, one for BRI and one for PRI. The PRI is black and the BRI is white, both are<br />
clearly labelled and can only be used on their respective call recorder.<br />
Once the lines are connected through the tap connector, the other two cables labelled in and out<br />
should be connected to the front of the call recording unit accordingly. Securely connect the supplied<br />
power adapter to the call recording unit and firmly connect the supplied USB lead to the rear of the<br />
call recording unit. Connect the USB lead to the PC until before installing the call recording software.<br />
If the operating system starts the new hardware found wizard, click cancel.<br />
PSTN<br />
Tap Connector<br />
In<br />
Out<br />
<strong>Call</strong> <strong>Recorder</strong>
Connecting an Analogue <strong>Call</strong> recorder<br />
The Analogue call recorder has a different power supply to the other call recording units, ensure that<br />
the correct power supply is attached to the analogue call recording box. The analogue call recorder<br />
wiring should be connected by tapping into the line and presenting the two wires to an RJ45 socket on<br />
the front of the call recording unit. A lead is provided that will connect from a standard LJU (BT Style)<br />
socket to the front of the call recording unit. The BT socket is also re-presented so that the line can<br />
be connected to a PBX.<br />
The image below shows a standard LJU socket with the supplied lead connecting from the LJU to the<br />
call recording unit. The socket indicated by the red arrow is the socket that can be connected to the<br />
PBX. This will need repeating for each line that will be recorded.<br />
Should the cables that are provided not be suitable then the two wires provided by the carrier will<br />
need to be connected to pins 4 and 5 of an RJ45 socket that is connected to the front of the call<br />
recording unit.<br />
SIP Trunk Recording<br />
SIP trunk recording doesnt require any physical hardware to be installed, it instead uses packet<br />
sniffing technology to record calls. Both G.711 and G.729A codes are supported for SIP recording,<br />
other codecs cant be recorded. A port mirror from a network device carrying the SIP trunk calls has<br />
to be connected to a network card in the call recording server. The network card in the call recording<br />
that will perform the packet sniffing must support promiscuous mode. Promiscuous mode will allow a<br />
network card to pass packets that are not addresed to it allowing the calls to be recorded. Depending<br />
on the device performing the the port mirror, it may be neccesary to have a second card in the call<br />
recording server to capture the SIP packets.<br />
The port mirror can be placed in two different locations depending on the configuration of the network<br />
and how the IP trunks are presented to the <strong>SV8100</strong> / <strong>SL</strong>. If there is a dedicated internet circuit<br />
provided for the SIP trunks, then the port mirror would be best placed on the port uplinking the router<br />
to the LAN.<br />
The port mirror can also be placed in-line with the IPL card of the <strong>SV8100</strong> / <strong>SL</strong>, this will capture all<br />
traffic passing through the IPL. The only draw back to using this method is that IP extension calls will<br />
be recorded too. As <strong>My<strong>Call</strong>s</strong> doesnt report on internal calls then any internal calls cant be played<br />
back using <strong>My<strong>Call</strong>s</strong>. This would also mean if an IP extension made a call on an SIP trunk there would<br />
be two calls recorded.
Installing the <strong>Call</strong> Recording Software<br />
The call recording software is referred to as the Sense Software or <strong>Call</strong> Recording software and is<br />
supplied with each call recording package. Before you can install the software, you will need to<br />
extract the software to the PC you intend on installing Sense onto. Begin the installation by double<br />
clicking the <strong>Call</strong> <strong>Recorder</strong> Main <strong>Installation</strong> icon. Sense can be installed on a different PC to <strong>My<strong>Call</strong>s</strong>.<br />
If you are installing on Windows Vista or Windows 7, you may get a prompt in a window titled User<br />
Account Control. To allow the installation to continue, click yes when prompted.<br />
At the beginning of the install, if you are prompted to install a Hotfix for Windows Media Encoder, click<br />
yes to install the Hotfix.<br />
The installation will begin, click next to continue.
There are some prerequisites that have to be met before the installation can begin. If the Windows<br />
Installer 4.5 is installed during the installation then the PC may need to be restarted before you can<br />
continue.<br />
WinPcap is installed during the installation of the call recording software. This is a component of the<br />
SIP recording software.
Complete the installation wizard for WinPcap and then the Sense installation will continue.<br />
At the collecting information screen, select Install Server and Client and click Next.
On the next step of the installation wizard, there are two options to choose from, workgroup or<br />
domain. When live calls are being recorded, they are placed in a folder called the ‘tmp’ folder on the<br />
call recording server. Encryption can be enabled on this folder so that while calls are stored in the<br />
tmp folder, they are encrypted. If the PC is part of a Windows Domain then the EFS certificate issued<br />
to the tmp folder can either become randomly invalid or after 3 years of being issued expire.<br />
During the install, if you select Workgroup then encryption of the tmp folder will be enabled. By<br />
selecting Domain, encryption on the tmp folder will be disabled.<br />
To prevent the possibility of any potential problems with encryption on the tmp folder, select Domain<br />
during the install. By selecting this option, the final audio files are always encrypted before they are<br />
available for playback. Encryption on the tmp folder can be disabled manually, details are available<br />
later in the manual.<br />
At the License Agreement window, read the license agreement. To continue, click ‘I accept the<br />
license agreement’ and click next.
Choose a folder where the <strong>Call</strong> recording software will be installed to and click next.<br />
At the next prompt you can select where the tmp folder is located.
The Audio Storage folder can then be selected, this is the folder where the compressed and<br />
encrypted final audio files are stored. Typically the audio storage folder can take up large amounts of<br />
disk space so if a separate disk has been made available for storing the audio files on, it should be<br />
selected here.<br />
At the backup folder prompt, click next. This is a feature of the call recording software that is not<br />
used. With <strong>My<strong>Call</strong>s</strong> <strong>Call</strong> <strong>Recorder</strong> backups and archiving are carried out through the <strong>My<strong>Call</strong>s</strong><br />
application, not the call recording software.
At the SQL Server Root Folder screen, choose which folder the back-end <strong>My<strong>Call</strong>s</strong> database will be<br />
installed to. This folder is just where the <strong>Call</strong> Recording database sits, not where the audio files for<br />
the recorded calls are stored. Select the folder as required and click next.<br />
During the install, if an USB box is connected to the call recording server, the USB driver will be<br />
installed. On Windows Vista and Windows 7 you will be prompted to allow the driver to be installed,<br />
when you see the window below, click OK. On other operating systems, the driver is installed silently<br />
without the need for any interaction.
At the Windows Security prompt, select install this driver software anyway.<br />
After the <strong>Call</strong> Recording Software has been installed, the call recording client has to be installed. The<br />
client is the application that is used by the call recording software to view recorded calls. Choose<br />
which folder the client should be installed to and click next.
After the client installation has completed the ‘Options’ screen will be displayed. Click cancel to allow<br />
the installation to finish. The options can be configured at a later time.<br />
Click finish when the installation has completed.
Now the installation has completed, calls will be recorded and stored in the call recording database. If<br />
the PRI / BRI / Analogue boxes are being used and the USB leads were connected to the call<br />
recorder before the software was installed then the USB drivers will have been installed automatically.<br />
To check that the devices are installed correctly, look in device manager and under USB_NEC<br />
<strong>Recorder</strong> make sure there is an entry for each unit that is connected.
<strong>Manual</strong>ly Installing the USB Driver<br />
To install the driver manually for call recording unit, first connect the USB lead from the call recording<br />
unit to the PC. The found New Hardware Wizard will start. Select No, not this time and click next.<br />
Select install from a list or specific location (Advanced) and click next.
Select ‘Include this location in the search’ and click browse<br />
Browse to the folder with contains the USB driver. The USB driver is contained in the \bin\Thesyscon<br />
folder underneath where the call recording software was install to.<br />
The default location is ‘C:\Program Files\NEC\NEC <strong>Recorder</strong>\bin\Thesyscon’
The folder location the driver will be installed from will be displayed. At this point click next.<br />
The driver for the unit will then be installed.
Upon completion, click finish.<br />
Once the installation of the USB device and recording software is complete, the USB/Serv status light<br />
will change green. If you are connecting multiple units then you will have to repeat the procedure to<br />
install the driver for each unit.
Using Sense<br />
To Login to Sense, click the ‘<strong>Call</strong>s’ shortcut from the desktop of the call recording server. The default<br />
username is ‘admin’ and password ‘callrecorder’.<br />
When logged into Sense, you will see a list of calls that have been recorded and some details about<br />
the calls. To playback a call using Sense, double click on the call from the list and it will be played<br />
back. This is usually done using the <strong>My<strong>Call</strong>s</strong> interface but it maybe neccesary to review the call list in<br />
Sense to confirm call recording is working as expected. Its important to establish with SIP calls that<br />
the direction of the call is correct, SIP calls can be identified as being listed with ‘Box’ number 129 and<br />
as having a comment stating the codec used for the call. If the direction of SIP calls show incorrectly,<br />
then it may be necessary to review the VoIP call recording configuration. Its possible to make calls<br />
and click the refresh button in Sense, this will allow you to see live call information to verify call<br />
recording is working. Live calls are highlighted in yellow in Sense.
Configuring Recording of SIP Trunks<br />
SIP trunk recording requires some configuration in Sense to allow the calls to be recorded. In the<br />
Sense application, click Tools, Options and on the Special page in the network devices section select<br />
the network card connected to the port mirror. The Mac Address of the selected network card, will be<br />
displayed under the Network Devices Window.
Once the network card has been selected click on the VoIP tab. In the LAN box, enter a LAN mask<br />
for the local network being used multiple entries should be separated by commas. The default<br />
options, for example 10.255.255.255 will cover all devices on a 10.x.x.x network, 192.168.1.255<br />
would cover all devices on a 192.168.1.x network. Also in the LAN box, enter the public IP address of<br />
the internet connection used by the IP trunks. This is usually the Public IP Address of the router<br />
connected to the internet or the device configured as the NAPT router.<br />
In the TSP Gateways box, enter the IP address of the <strong>SV8100</strong> / <strong>SL</strong> and the IP address of the SIP<br />
carrier, separate entries with a comma.<br />
The call recording software will use these IP addresses to determine the direction of the calls. In the<br />
example below, the port mirror is connected to a network card in the PC using the following network<br />
configuration:<br />
IP Address 10.0.0.10, Subnet 255.0.0.0, Default Gateway 10.0.0.1<br />
Using a LAN Mask of 10.255.255.255 will allow communication from an address using a 10.x.x.x<br />
address. The public address that the internet connection is using is 91.85.64.251. The IP address of<br />
the <strong>SV8100</strong> / <strong>SL</strong> in this setup is 10.0.0.100 and SIP carriers address is 81.200.220.123. These are<br />
the two IP entries in the TSP Gateway box. After making any changes click the save button.<br />
To apply the changes, the call recording service has to be restarted, this would mean that any calls<br />
that are currently being recorded will not be recorded. If you click No then the changes will be saved<br />
but will not be applied until the service is restarted. The service can be manually restarted from the<br />
File menu in Sense.
Auto Deletion of <strong>Call</strong>s<br />
By default ‘Auto Deletion’ of calls that have not been archived or backed up is turned on inside the<br />
Sense software. When the hard disk of where the data folder is located gets down to 10GB of disk<br />
space remaining it will start to delete older calls from the call recording server. This clears space for<br />
new calls on the PC and will stop the hard disk from becoming full. If a call has been Auto deleted<br />
then it is permanently deleted and cannot be recovered. This feature can be turned off by logging into<br />
Sense and from the Tools menu, select Options. On the Server tab, expand Audio post processing<br />
and set ‘On low disk space, delete none archived calls to ‘False.’ Click OK to save the changes and<br />
you can choose if you restart the service to apply the changes. If there are any active calls while the<br />
service is restarted then they will not be available for playback.<br />
If the Auto Deletion is turned off then calls will have to be archived to prevent the hard disk from<br />
becoming full. Full detail on how to carry out archiving using the <strong>My<strong>Call</strong>s</strong> application is provided later<br />
in this manual.<br />
Upgrading from Older versions of <strong>Call</strong> Recording Software<br />
To upgrade from Sense 2.3.4.737 to any other version, you will just need to extract the new version of<br />
software that will be installed. Without un-installing the old version, start the installer of the new<br />
version. The software will be upgraded automatically using the existing file structure.<br />
To upgrade from older versions of Sense i.e. pre 2.3.4.737 then you will need to remove the old<br />
software first. In Control Panel / Add and Remove Programs, remove the existing Sense applications<br />
and then start the installation of the new software. During the installation, select the required folders<br />
for the different areas of the application as described in the ‘Installing the <strong>Call</strong> recording software’<br />
section of this manual.
Disabling Encryption on the ‘TMP’ Folder<br />
When live calls are being recorded, they are stored in the ‘TMP’ folder on the call recording server.<br />
Depending on which options are selected during the install, the TMP folder may be encrypted (further<br />
details are available in the ‘installing the call recording software’ section of this manual. To check or<br />
disable encryption on the TMP folder, find the Data folder and right click the ‘tmp’ folder then select<br />
Properties. In the properties window, click the advanced button in the lower right hand section.<br />
In the Advanced Attributes windows, un-check the ‘Encrypt contents to secure data’ option and click<br />
OK to save the changes.
Keeping <strong>Call</strong>s for a Fixed Period<br />
Some businesses may only want to keep call recordings for a fixed period of time i.e. one month or 1<br />
year. This option can be configured in the Sense application under the Archive > Scheduled Archives<br />
menu.<br />
WARNING. <strong>Call</strong>s that are deleted by the scheduler are permanently deleted from the call recording<br />
server. Once deleted the will not be available for call playback even if they have been archived.<br />
Click ‘Add Deletion’ and you are able to create a schedule to keep the number of days of call<br />
recordings as required. In the first line, enter the number of days of recording you want to keep. In<br />
the schedule date, enter the first time the schedule should be run and the time it should be run at. In<br />
the repeat section, select how often it is run.<br />
The example shown above will delete calls over 90 days older starting at 23:00 on the 22/2/2011.<br />
Every day after at 23:00 any calls over 90 days will be deleted again. This schedule will continue to<br />
run until it is deleted.
<strong>My<strong>Call</strong>s</strong> Configuration<br />
The following instructions are based around <strong>My<strong>Call</strong>s</strong> Version 3. In older versions of <strong>My<strong>Call</strong>s</strong> the call<br />
player is different, transfer leg navigation isn’t available and there are no options to configure exported<br />
call recording files and default file format.<br />
Before you can configure <strong>My<strong>Call</strong>s</strong> to use call recording, you must have a call recording license<br />
installed. On the <strong>SV8100</strong> / <strong>SL</strong> this is usually installed on the <strong>SV8100</strong> / <strong>SL</strong> and read into <strong>My<strong>Call</strong>s</strong>.<br />
Refer to the <strong>My<strong>Call</strong>s</strong> installation manual for further details. The licensing is broken down into on a per<br />
trunk and per trunk type basis. If you have 4 Analogue trunks, 8 PRI trunks and 8 SIP trunks, then<br />
trunk types have to be correctly set in <strong>My<strong>Call</strong>s</strong>. To look at the configured trunk types, login to <strong>My<strong>Call</strong>s</strong><br />
and click Configure > Telephone System > Devices > Trunks. For each trunk number, the trunk type<br />
can be specified using the drop down menu. SIP trunks should be specified as TCP/IP trunks.
To enable <strong>My<strong>Call</strong>s</strong> to playback recorded calls, run the <strong>My<strong>Call</strong>s</strong> application, if you have any users<br />
configured you must login to the application as a PBX administrator. From the menu, click Configure /<br />
Telephone system, select the PBX you are configuring recording, select <strong>Call</strong> Recording and click Edit<br />
<strong>Call</strong> <strong>Recorder</strong> Configuration.<br />
In the Edit <strong>Call</strong> <strong>Recorder</strong>s window, click Add <strong>Call</strong> <strong>Recorder</strong>. By adding a recorder you are telling<br />
<strong>My<strong>Call</strong>s</strong> about a PC that is running the call recording software. That PC can have several recorders<br />
attached to it.<br />
Select Retell from the drop down menu and enter a meaningful name for the recorder then click ok.
The call recorder will be listed in the Installed <strong>Call</strong> <strong>Recorder</strong> section. In the lower Trunk Licensing<br />
section, click the <strong>Call</strong> <strong>Recorder</strong> field next to each trunk and select the call recorder that will be<br />
associated with that trunk. To license each trunk for call recording, you will need to enable the check<br />
box in the licensed column. To check or change the trunk type, click Configure / Telephone System /<br />
PBX’s / PBX / Devices / Trunks / Create or Edit. Any trunks that are not licensed will not be recorded.<br />
Once the trunk licensing is configured, click the edit button next to the recorder that was added in<br />
Installed <strong>Call</strong> <strong>Recorder</strong>s. Enter the name of the PC that has the call recording software installed and<br />
click Test Connection.
If the test is successful then <strong>My<strong>Call</strong>s</strong> can communicate with the call recording database. Click ok to<br />
clear down the message.<br />
Click OK twice to save the call recording configuration.<br />
If there is an error displayed saying there is a Database connection error, this means that <strong>My<strong>Call</strong>s</strong> can<br />
see the Sense database but can’t login to it. This is usually caused by the <strong>My<strong>Call</strong>s</strong> service pack not<br />
being installed. If you see this error, check that <strong>My<strong>Call</strong>s</strong> 3.0.0.0 SP1 or <strong>My<strong>Call</strong>s</strong> 2.5.0.0 SP3 has<br />
been installed to the <strong>My<strong>Call</strong>s</strong> server and any clients.
Netlink and <strong>Call</strong> Recording<br />
When <strong>My<strong>Call</strong>s</strong> is used with Netlink, there needs to be the appropriate <strong>My<strong>Call</strong>s</strong> licenses installed on<br />
the <strong>SV8100</strong>. A Netlink Node license should be installed for each remote Secondary system. When<br />
Netlink is used over a number of remote sites and call recording is required, a physical call recording<br />
unit will have to be installed at the remote site. The call recorder and software would be installed as<br />
normal and then <strong>My<strong>Call</strong>s</strong> has to be configured to be aware of the remote call recorder installation. In<br />
the call recording configuration, multiple recorders can be added to the list of installed call recorders.<br />
Once all of the recorders have been added, you can click the edit button and configure each call<br />
recording server. In the Trunk Licensing section, click on the drop down menu for each trunk and<br />
assign it to the appropriate call recorder.
Configuring <strong>Call</strong> Recording Rules<br />
To exclude certain types of calls from being recorded, click the Recording Rules button in the call<br />
recorder configuration screen.<br />
Extensions, DDI’s, <strong>Call</strong>ers, Trunks and Users can all be included or excluded from being recorded as<br />
required. Add devices to the selected list and choose ‘Do Not record the selected devices’ or ‘Only<br />
record the selected extensions.’ You can also decide if to include incoming only, outgoing calls only<br />
or both.
<strong>Call</strong> playback users and groups<br />
By default if no users are created in <strong>My<strong>Call</strong>s</strong>, you will be able to playback calls. Once you create any<br />
users, you must login to the <strong>My<strong>Call</strong>s</strong> application as a user. When creating users, an Administrator<br />
account should be created. Any users that are created and want to play back calls, the users must be<br />
enabled for call playback. In Configure / Organisation click create new user or edit an existing user.<br />
To give a user the ability to playback calls, check the ‘Enable <strong>Call</strong> Playback’ box, to allow users to be<br />
able to export call, check the ‘Enable Export of Recordings’ and click OK to save any changes.<br />
It is also possible to setup hierarchal type permissions to allow certain users to only playback calls<br />
from their group. In the example below, the highest level group is called group 1 and in that group,<br />
there is a user call Supervisor. The user supervisor can playback any calls from any calls associated<br />
to Group 2 and Group 3.<br />
The user Group 2 Supervisor can only playback calls in the group named group 2. The same<br />
principle applies to the user Group 3 Supervisor, it can only playback calls for users in group 3.<br />
For the Hierarchal user structure to work correctly, the users must be assigned to extensions. To<br />
assign a user to an extension, go to configure / telephone system and edit an extension.
Click edit against the extension you wish to assign to a user<br />
Click the select button to choose a user. You can begin to type in the user name to lookup and<br />
names stored in the <strong>My<strong>Call</strong>s</strong> database. Select the user and click OK.
Playing back calls<br />
From the view menu, select <strong>Call</strong> Records View. By default the call records view will display the last<br />
50 calls for the current day. <strong>Call</strong>s that have been recorded will show a speaker icon meaning they<br />
have been recorded. To play a call that has been recorded, double click the speaker icon on the call<br />
record.<br />
After you have double clicked the speaker, the player will load and play the call. The screenshot<br />
below is of the enhanced player.<br />
For further information on using the call player, refer to the <strong>My<strong>Call</strong>s</strong> end user guide, chapter 7.
Archiving Recorded <strong>Call</strong>s<br />
Archiving of recorded call is necessary in order to create backups of recorded calls and to prevent the<br />
hard drive on the call recording server from becoming full when auto deletion of turned off. With<br />
autodeletion turned off, the call recorder will keep on recording calls until there is 10GB of available<br />
disk space remaining on the PC. When there is 10GB of disk space remaining the call recording<br />
software will start to delete the oldest recorded calls that have been archived. If archiving has not<br />
been configured, then when the PC gets down to 2GB of space remaining, it will stop recording.<br />
Archiving can be carried out to either a local area on the call recording server or to a UNC (Network<br />
Path) that is accessible from the call recording server.<br />
If configured, <strong>My<strong>Call</strong>s</strong> can inform you via an email if the backup ever fails. Should a user attempt to<br />
playback a call that has been archived and subsequently deleted, <strong>My<strong>Call</strong>s</strong> will prompt for the media<br />
that it was archived on to the be inserted. Archives can be run either manually or can be scheduled to<br />
run automatically.<br />
Archiving is configured in <strong>My<strong>Call</strong>s</strong> > Configure > Telephone System > <strong>Call</strong> Recording > Edit <strong>Call</strong><br />
<strong>Recorder</strong>s > Click Edit against the <strong>Call</strong> <strong>Recorder</strong> name > Recording Backup.<br />
Local Archiving<br />
Different types of media can be used for calls to be archived on to. The media used to archive on to<br />
should be local to the PC that is running Sense. So long as the operating system can access the<br />
drive and perform a copy and paste to the archive drive, the archive procedure should work fine. The<br />
purpose of these archives is to stop the hard disk from running out of space. As part of a disaster /<br />
recovery type situation, a backup of these archives should be made and stored in a suitably secure<br />
location.<br />
Media<br />
DVD RAM<br />
Mass Storage<br />
Device<br />
Other removable<br />
media solutions<br />
Overview<br />
Needs to have a DVD RAM drive installed. Single sided DVD RAM disks can<br />
store up to 4.7GB of data so ideal for lower call volume. Once the disk has<br />
been removed from the PC it can be safely stored away until needed. If the<br />
disk is stored away correctly and safely, there is little chance of it ever<br />
becoming damaged. The DVD RAM drive and disks are relatively<br />
inexpensive to buy. Copies of the archives on the DVD RAM disks can be<br />
easily made and stored offsite.<br />
Examples of Mass storage devices are USB Memory keys or external USB<br />
Hard drives. The size of these volumes can be in excess of 500GB so can<br />
hold large amounts of data. Using a device with a large storage capacity will<br />
need to be changed less often but will increase the vulnerability of the data on<br />
the drive. If the mass storage device should fail for any reason and the data<br />
was not recoverable then any calls that needed to be played from this device<br />
would be inaccessible. As you are dealing with typically larger amounts of<br />
data it can also take longer to create off site backups.<br />
For example a drive can sit inside a PC and archives could be carried out to a<br />
media in that drive. Once that media is full, it can be ejected and replaced<br />
with another. Different capacities drives can be used based upon call volume<br />
and give a compromise in storage space between DVD RAM and a typical<br />
Mass Storage Device.<br />
Any archiving that takes place is always relative to the call recording server. If <strong>My<strong>Call</strong>s</strong> and the call<br />
recording software are on separate PC’s then the backup media should be connected to the call<br />
recording server and not the <strong>My<strong>Call</strong>s</strong> PC. <strong>My<strong>Call</strong>s</strong> instructs the call recording software to perform a<br />
backup.
Archiving to a Networked Location<br />
Its possible to perform archiving to a network location accessible via a UNC* on the Sense Server.<br />
This will allows calls to be archived to a central server that could already be backed up as part of a<br />
another backup routine. This works in a Windows Domain environment and Sense has to be<br />
configured with the Domain name, user name and password that has access to the UNC. These<br />
credentials should be entered in Tools > Options > Server in the Archiving section. When the archive<br />
begins, these credentials are used to connect to the UNC.<br />
*Only UNC’s are supported and not mapped drives.<br />
After saving the settings, the Recording Service will have to be restarted.<br />
Backup Folder<br />
The backup folder is the location from the call recording server that archives will be carried out to.<br />
This will be either the local folder accessible on the call recording server or the UNC of the PC that<br />
the calls will be archived to. The two example below show a local folder on the call recording server<br />
‘E:\BACKUPS’ and a UNC ‘\\SERVER\BACKUP’.
Volume Names<br />
When archives are configured to run, a backup volume name has to be entered. This backup volume<br />
name is appended to the backup folder name that is specified. If an archive was carried out for<br />
example for all call recordings in August 2008 then the volume name for that backup should be<br />
identified as something like Aug08. The media that is used should be labelled as volume Aug08. If a<br />
call that is archived on to this media and had been deleted from the Sense PC and a user requests to<br />
play it, <strong>My<strong>Call</strong>s</strong> will prompt for the media Aug08 to be inserted. When an archive media becomes full,<br />
it should be removed from the Sense PC. The administrator should then get the new media ready<br />
and decide on the new volume name. The volume name should be changed in the Backup Volume<br />
Name section of the Backup <strong>Call</strong> Recordings configuration page. The media should be the labelled<br />
with the new name and inserted in the Sense PC. The Maximum Volume Size can also be<br />
configured, the Maximum Volume Size is the size a volume will grow to before its name is changed.<br />
For example the settings show in the screenshot below would firstly backup to e:\backups\Jan08.0000<br />
once the folder jan08.0000 reached a size of 1000MB, another folder would be created called<br />
e:\backups\Jan08.0001 and this process will keep incrementing every time the folder reaches<br />
1000MB in size. The purpose of this is to stop the number of files contained in the volumes becoming<br />
too high.
<strong>Manual</strong> <strong>Call</strong> Recording Archiving Using <strong>My<strong>Call</strong>s</strong><br />
A manual archive can be instigated using the <strong>My<strong>Call</strong>s</strong> backup facility. From the Configure /<br />
Telephone System / PBX select <strong>Call</strong> Recording and edit the call recorder configuration. From the call<br />
recorder configuration screen, click the Recording Backup button.<br />
In the ‘Backup Folder on Recording Server’ enter the path and folder that the backups should be<br />
archived to. Enter a name for the Volume of the backup. Select the Start Date / Time and End Date /<br />
Time and click the Backup button to start the backup procedure.<br />
If any errors are encountered during the backup, they will be displayed in the <strong>My<strong>Call</strong>s</strong> application. A<br />
progress indicator will be displayed as the backup is carried out, to abort the backup operation, click<br />
cancel.
Scheduled Archiving<br />
Scheduled archiving can be used to automate the archiving procedure. To enable a scheduled<br />
archive, select ‘Schedule a Backup of all Un-Backed up <strong>Call</strong>s’ and from the Schedule Task drop down<br />
menu choose how often the archive should run. In the Start Time, enter the date the schedule should<br />
run from and the time it should run at. If any errors are encountered during the archiving procedure<br />
they will be reported in the audit login in <strong>My<strong>Call</strong>s</strong>. An email address can be entered so that when any<br />
errors are generated, they can be emailed out to the backup administrator. In order for the email<br />
notifications to work the Email Server Settings should be configured in the Configure / System<br />
Settings / Email Server menu.<br />
After setting up any scheduled backups, click ok twice to save the new configuration. Once a media<br />
is replaced, it is good practice to change the backup volume name in the in the call recording<br />
configuration.
Exact Channel Mapping<br />
<strong>My<strong>Call</strong>s</strong> uses a best effort matching system to tag calls in the recorded calls database with calls in the<br />
<strong>My<strong>Call</strong>s</strong> database. In some circumstances <strong>My<strong>Call</strong>s</strong> cannot guarantee to correctly match the correct<br />
call in the two databases. In order to get around this problem Exact Channel Mapping can be used.<br />
Exact Channel Mapping is recommended for sites that take a large number of calls on one particular<br />
DDI or where multiple <strong>Call</strong> Recording units are used. Exact Channel Mapping works by each trunk<br />
number in <strong>My<strong>Call</strong>s</strong> being mapped to its corresponding ISDN channel number. Where multiple call<br />
recording units are being used, each unit must be given a unique ID (CSID.) Where exact channel<br />
mapping is used and configured correctly, the match rate will be 100% accurate. If it is incorrectly<br />
setup all calls will be incorrectly matched.<br />
Single PRI Unit<br />
When a single PRI unit is being used you need to assign a Unit ID, Port number and Channel Number<br />
to a Trunk Number in <strong>My<strong>Call</strong>s</strong>. Unless multiple units are being used, the unit ID will always be 0. The<br />
port number is always the same as the channel number.<br />
With Primary Rate ISDN the Channel Numbers run sequentially from 0-29, channel 0 will be trunk 1,<br />
channel 1 will be trunk 2 and so on.<br />
In <strong>My<strong>Call</strong>s</strong> go to the Configure / Telephone System / Edit PBX and edit the <strong>Call</strong> <strong>Recorder</strong><br />
configuration.
Click the Assign button next to trunk 1 and assign Unit ID to port 0 and channel 1.<br />
The following table shows how to configure the other trunks.<br />
<strong>SV8100</strong> / <strong>SL</strong> Trunk Unit ID Port ISDN Channel<br />
Number<br />
1 0 0 0<br />
2 0 1 1<br />
3 0 2 2<br />
4 0 3 3<br />
5 0 4 4<br />
6 0 5 5<br />
7 0 6 6<br />
8 0 7 7<br />
9 0 8 8<br />
10 0 9 9<br />
11 0 10 10<br />
12 0 11 11<br />
13 0 12 12<br />
14 0 13 13<br />
15 0 14 14<br />
16 0 15 15<br />
17 0 16 16<br />
18 0 17 17<br />
19 0 18 18<br />
20 0 19 19<br />
21 0 20 20<br />
22 0 21 21<br />
23 0 22 22<br />
24 0 23 23<br />
25 0 24 24<br />
26 0 25 25<br />
27 0 26 26<br />
28 0 27 27<br />
29 0 28 28<br />
30 0 29 29<br />
Configure all the trunks as required and click OK to save the changes to the recorder configuration,<br />
then OK to save the changes to the PBX configuration. Once configured, you should make a call on<br />
each trunk to make sure the exact Channel Mapping is working as expected.
Single BRI Unit<br />
The same concept applies to Basic rate, with a single BRI unit to assign a Unit ID, Port number and<br />
Channel Number to a Trunk Number in <strong>My<strong>Call</strong>s</strong>. Unless multiple units are being used, the unit ID will<br />
always be 0. The port number is always the same as the channel number.<br />
With Basic Rate ISDN the Channel Numbers run sequentially from 0-7, channel 0 will be trunk 1,<br />
channel 1 will be trunk 2 and so on.<br />
<strong>SV8100</strong> / <strong>SL</strong> Trunk Unit ID Port ISDN Channel<br />
Number<br />
1 0 0 0<br />
2 0 1 1<br />
3 0 2 2<br />
4 0 3 3<br />
5 0 4 4<br />
6 0 5 5<br />
7 0 6 6<br />
8 0 7 7<br />
Single Analogue Unit<br />
Assuming the trunk numbers run sequentially from 1-8 then the channel mapping would be configured<br />
as follows.<br />
<strong>SV8100</strong> / <strong>SL</strong> Trunk Unit ID Port Channel<br />
Number<br />
1 0 0 0<br />
2 0 1 1<br />
3 0 2 2<br />
4 0 3 3<br />
5 0 4 4<br />
6 0 5 5<br />
7 0 6 6<br />
8 0 7 7<br />
SIP Trunk <strong>Call</strong> Recording<br />
In order to use channel mapping with SIP Trunk call recording, you must have <strong>SV8100</strong> R4 software or<br />
above installed on the <strong>SV8100</strong>. Slightly different to the way channel mapping works on SIP<br />
recording, when a call SIP call is made, the trunk number that the call is made on is stored in the<br />
Sense database. <strong>My<strong>Call</strong>s</strong> can then match calls using the trunk number is was made on. SIP calls<br />
always has a fixed Unit ID of 129 that cant be changed. If many SIP trunks are connected to one call<br />
recording PC then then unit ID will always be 129 and the Port and Channel will always be the same<br />
as the trunk number. Some examples are shown below:<br />
<strong>SV8100</strong> / <strong>SL</strong> Trunk Unit ID Port Channel<br />
Number<br />
1 129 1 1<br />
2 129 2 2<br />
50 129 50 50<br />
51 129 51 51<br />
140 129 140 140<br />
141 129 141 141
Multiple Units<br />
When using multiple units, the same concept applies to the Channel Mapping for each trunk on the<br />
PBX. The only difference is each <strong>Call</strong> Recording unit must be given a unique ID; this would usually<br />
be 0, 1, 2, or 3 as applicable. By default each unit comes with unit ID 0. The following procedure<br />
describes how to change the ID of a <strong>Call</strong> Recording unit.<br />
1. Unplug the USB leads for all <strong>Call</strong> Recording units and plug in the unit that you want to set the<br />
ID on.<br />
2. Leaving the lines connected through the TAP connector, disconnect the ‘In’ and ‘Out’<br />
connectors from the front of the call recording unit.<br />
3. Browse into the Sense installation folder and then into the ‘BIN’ sub folder. In there, double<br />
click the ‘Stop Service’ shortcut. A black window will appear and then automatically close<br />
down when the service is stopped.<br />
4. In the ‘BIN’ folder, double click on the VPS application to view the current CSID, type in ‘show’<br />
and press enter<br />
5. Scroll up in the Windows looking under the system information and look at the line starting<br />
106. The value to the right is the current CSID.<br />
6. To change the CSID, type “set 106 n’ where n is the ID you wish to assign to the unit.<br />
7. Type ‘store’ to save the new CSID in the unit.<br />
8. In order for the new ID to become active, the unit has to be rebooted. To reboot the unit<br />
either type reset and press enter or re-power the unit.<br />
9. While the unit powers up again, reconnect the ‘In’ and ‘Out’ sockets on the front of the call<br />
recording unit.<br />
10. Repeat this procedure for each call recording unit that you need to configure.<br />
11. When finished, plug in all the units and double click the ‘Start Service’ shortcut in the ‘BIN’<br />
folder.
Multiple PRI Units<br />
A maximum of 4 PRI units can be installed with MCCR. Each unit must be given a unique CSID’s<br />
from 0-3. This example assumes the PBX has 4 primary rate cards installed with the trunk numbers<br />
running sequentially from 1-120<br />
<strong>SV8100</strong> / <strong>SL</strong> Trunk Unit ID Port Channel<br />
1 0 0 0<br />
2 0 1 1<br />
3 0 2 2<br />
4 0 3 3<br />
5 0 4 4<br />
6 0 5 5<br />
7 0 6 6<br />
8 0 7 7<br />
9 0 8 8<br />
10 0 9 9<br />
11 0 10 10<br />
12 0 11 11<br />
13 0 12 12<br />
14 0 13 13<br />
15 0 14 14<br />
16 0 15 15<br />
17 0 16 16<br />
18 0 17 17<br />
19 0 18 18<br />
20 0 19 19<br />
21 0 20 20<br />
22 0 21 21<br />
23 0 22 22<br />
24 0 23 23<br />
25 0 24 24<br />
26 0 25 25<br />
27 0 26 26<br />
28 0 27 27<br />
29 0 28 28<br />
30 0 29 29<br />
31 1 0 0<br />
32 1 1 1<br />
33 1 2 2<br />
34 1 3 3<br />
35 1 4 4<br />
36 1 5 5<br />
37 1 6 6<br />
38 1 7 7<br />
39 1 8 8<br />
40 1 9 9<br />
41 1 10 10<br />
42 1 11 11<br />
43 1 12 12<br />
44 1 13 13<br />
45 1 14 14<br />
46 1 15 15<br />
47 1 16 16<br />
48 1 17 17<br />
49 1 18 18<br />
50 1 19 19<br />
51 1 20 20
52 1 21 21<br />
53 1 22 22<br />
54 1 23 23<br />
55 1 24 24<br />
56 1 25 25<br />
57 1 26 26<br />
58 1 27 27<br />
59 1 28 28<br />
60 1 29 29<br />
61 2 0 0<br />
62 2 1 1<br />
63 2 2 2<br />
64 2 3 3<br />
65 2 4 4<br />
66 2 5 5<br />
67 2 6 6<br />
68 2 7 7<br />
69 2 8 8<br />
70 2 9 9<br />
71 2 10 10<br />
72 2 11 11<br />
73 2 12 12<br />
74 2 13 13<br />
75 2 14 14<br />
76 2 15 15<br />
77 2 16 16<br />
78 2 17 17<br />
79 2 18 18<br />
80 2 19 19<br />
81 2 20 20<br />
82 2 21 21<br />
83 2 22 22<br />
84 2 23 23<br />
85 2 24 24<br />
86 2 25 25<br />
87 2 26 26<br />
88 2 27 27<br />
89 2 28 28<br />
90 2 29 29<br />
91 3 0 0<br />
92 3 1 1<br />
93 3 2 2<br />
94 3 3 3<br />
95 3 4 4<br />
96 3 5 5<br />
97 3 6 6<br />
98 3 7 7<br />
99 3 8 8<br />
100 3 9 9<br />
101 3 10 10<br />
102 3 11 11<br />
103 3 12 12<br />
104 3 13 13<br />
105 3 14 14<br />
106 3 15 15<br />
107 3 16 16<br />
108 3 17 17<br />
109 3 18 18
110 3 19 19<br />
111 3 20 20<br />
112 3 21 21<br />
113 3 22 22<br />
114 3 23 23<br />
115 3 24 24<br />
116 3 25 25<br />
117 3 26 26<br />
118 3 27 27<br />
119 3 28 28<br />
120 3 29 29<br />
Multiple Analogue / BRI Units<br />
A maximum of 6 BRI or 6 Analogue units can be installed with MCCR. Each unit must be given a<br />
unique CSID’s from 0-5. This example is for the first 3 units and it assumes that the trunk numbers<br />
running sequentially from 1-24.<br />
<strong>SV8100</strong> / <strong>SL</strong> Trunk Unit ID Port Channel<br />
1 0 0 0<br />
2 0 1 1<br />
3 0 2 2<br />
4 0 3 3<br />
5 0 4 4<br />
6 0 5 5<br />
7 0 6 6<br />
8 0 7 7<br />
9 1 0 0<br />
10 1 1 1<br />
11 1 2 2<br />
12 1 3 3<br />
13 1 4 4<br />
14 1 5 5<br />
15 1 6 6<br />
16 1 7 7<br />
17 2 0 0<br />
18 2 1 1<br />
19 2 2 2<br />
20 2 3 3<br />
21 2 4 4<br />
22 2 5 5<br />
23 2 6 6<br />
24 2 7 7
Firmware on the <strong>Call</strong> Recording Box<br />
Sense Version 2.4.1 and above requires the firmware 2.4.1 dated June 2010 to be installed on the<br />
call recording unit. If the firmware on the box is older than 2.4.1 / June 2010 then it can be upgraded.<br />
Checking The Firmware Version<br />
To establish what firmware a recorder is running, on the call recording server the locate the \bin folder<br />
and double click the ‘Stop Service’ icon a black window will appear and then close down. Now double<br />
click the vps.exe icon, a black window will appear and the firmware version is displayed in the lower<br />
section of the vps window. If the date is older than Jun 11 2010 then the firmware on the box should<br />
be upgraded.<br />
If the firmware version is from any date in 2008, then it’s not possible to upgrade the firmware on the<br />
box and it should be returned to NEC using the normal returns procedure. A replacement box will be<br />
made available that will have the 2.4.1 / June 11 2010 firmware already installed.<br />
If there are multiple units attached to a PC then the firmware version for each box should be checked<br />
individually. To select a box, type ‘SDD 0’ to select the first box detected by the PC, you will see a<br />
confirmation in the lower section of the vps window that you are on box 0. To view the firmware<br />
version on the box, type ‘reset’ and press enter, the box will restart and the firmware version will be<br />
displayed.<br />
To switch to the next box, type ‘SDD 1’ the box can be restarted in the same way to see the firmware<br />
version running on the box. The SDD number can be incremented by 1 each time to check the<br />
firmware version on each box connected to the PC. On a PC with 4 call recorders connected to it, the<br />
firmware would have to be checked for SDD 0, SDD 1, SDD 2 and SDD 3.
Upgrading the Firmware<br />
To upgrade the firmware where you have a single call recording unit, there should be a file called<br />
firmware.bin in c:\ on the PC running the call recording software. When the sense software is<br />
unzipped there a copy of the firmware file in the c:\sense2.4.1 folder, the file is called<br />
firmware2.4.1.110610.bin, this should be renamed to firmware.bin and copied to c:\ . When the<br />
firmware file is correctly named and in c:\, then type ‘burn’ in the vps window. The upgrade will now<br />
commence and takes around 1 minute, once completed, you will see ’Download succeeded’ in the<br />
vps window.<br />
Once you see the Download Succeeded message type ‘reset’ and press enter to reset the box. As<br />
the box boots up, you will see the new firmware version displayed in the vps window. If you have<br />
multiple boxes each box has to be upgraded in turn. To select the first box, type SDD 0 and upgrade<br />
the firmware as above. Once upgraded, select the next box by typing ‘SDD 1’ and carry out the<br />
upgrade procedure. Repeat this for each box by incrementing the SDD for each box a required.<br />
Once all boxes have been upgraded, double click the start service icon from the \bin folder
LIABILITY DISCLAIMER<br />
NEC Unified Solutions reserves the right to change the specifications, functions, or features, at any<br />
time, without notice.<br />
NEC Unified Solutions has prepared this document for use by its employees and customers. The<br />
information contained herein is the property of NEC Unified Solutions and shall not be reproduced<br />
without prior written approval from NEC Unified Solutions. All brand names and product names on this<br />
document are trademarks or registered trademarks of their respective companies.<br />
Copyright 2010<br />
NEC Unified Solutions<br />
NEC Unified Solutions<br />
P.O. Box 32<br />
1200 JD Hilversum<br />
The Netherlands