LineLogger – Call Accounting Installation Guide Page: 1 LINELOGGER CALL ACCOUNTING SOFTWARE INSTALLATION GUIDE VERSION 2011 NOTE: The following instructions are for the SERIAL Capture Version of LineLogger Call Accounting Software. If you are capturing your call records over IP, please ignore Section #5 below (Call Capture) and refer to the TCP/IP Call Capture Instructions to capture your call data. TABLE OF CONTENTS 1. Check for Latest Version 2. Connect PC to Phone System 3. System Installation 4. System Setup & Configuration / Activation Keys 5. Start Call Capture 6. Call Processing Configuration & Call Audit 7. Install Call Processing Files 8. Add Call Processing to Windows Scheduler 9. Overview of Call Capture / Call Processing 10. Conversion from a Prior Version 11. Other Information 12. Master Password to Start Call Accounting. 13. Installation Troubleshooting Links on the Web 14. SMDR Troubleshooting Guide Updated: 06/12/2011 Copyright© 1991 - 2011 LineLogger / All Rights Reserved support@LineLogger.net 1. CHECK FOR LATEST VERSION: Before Proceeding with Installation, please contact LineLogger and verify that you have the latest version of Call Accounting Software. You can contact LineLogger at support@LineLogger.net. If you have already installed the software you received on CD, you will need to uninstall it before you load the update from the web. When you re-install, you will lose any information contained in your existing system so be careful not to lose any important information. 2. CONNECT PC TO PHONE SYSTEM: Before you can use Call Accounting, you need to make the connection between your phone system and the computer. On almost all phone systems this is a serial connection, and you simply run a serial cable between the phone system SMDR or CDR port and the PC com port. You need to make note of the Baud Rate, Parity, Start and Stop bits that your phone system is configured for so that you can match these settings on the Call Accounting. For example, if your phone system is sending call records at 9600, N 8 and 1, you would need to know these settings so that you can configure the LineLogger Software for the same settings. If you do not match these settings, or if the phone system SMDR is note enabled, or if you use the wrong cable, you will not see call records from your phone system. Once you have made the connection, you can test it by using Windows Hyperterminal, setting it to the Com Port and communication settings you collected from your phone system. You should see valid call records appear on the screen as each call is completed. If you do not, you may need your phone vendor to assist you in configuring your phone system to send correct SMDR or CDR data. Remember to close hyperterminal after your testing is complete. LineLogger – Call Accounting Installation Guide Page: 2 3. SYSTEM INSTALLATION: With the phone system connected to the PC, you are ready to install the Call Accounting. Close Hyperterminal if it is running. To install the CD, simply insert it in your CD Drive and run the file named SETUP.EXE contained on the CD. Your call accounting will be installed on your system. Make sure that you accept all of the system defaults for path name if you are asked. 4. SYSTEM SETUP & CONFIGURATION / ACTIVATION KEYS: Once the setup.exe program is run, the system will automatically prompt you for the system configuration information. Enter your company name, and the activation keys that you received from LineLogger to activate your system. You should receive 3 activation keys. One to activate the system, and one for support and area code subscriptions. If you did not receive these please contact LineLogger. Follow the instructions in the setup to set your area code, and to configure the Call Capture routine to match the SMDR settings that you configured in step 2 above. If the license screen does not appear, go ahead and login to the system using the password TBOP. Once you are at the main screen, select the TOOLS menu. From the TOOLS menu you can then select SYSTEM SETUP. 5. START CALL CAPTURE: Once the installation process is complete, you can start the Call Capture program located in the LineLogger Folder. The process will start and you will see valid call data appear on your screen as each call is completed. If you do not see call data, you need to re-check your settings as described in step 2 above. This routine will need to remain running 24 hours a day so that you can continue to capture live call records from your phone system. 6. EMAIL CALL LOGS TO LINELOGGER FOR CALL AUDIT: After you have captured 200 or 300 call records, stop the call capture routine. It will create a log file in your c:\LineLogger\log_serial directory that is named: AYYMMDDX.LOG where A= Site Code, YY= Year, MM= Month, DD= Day, X= # of log for that day. For example, a log closed today (April 12, 2011), would be named A11041201.LOG in the c:\LineLogger\log_serial directory. Email that log to support@LineLogger.net and request a free call audit to prepare your processing files. The call audit will verify your format, and provide you with the exact files you need to configure your Call Accounting system to match the model and software version of your phone system. This audit usually takes 1 to 3 hours to complete depending on the complexity of the audit. When the audit is complete, you will receive 3 files back by email that you can use to put your system on-line. Remember to start up the Call Capture again so that you don’t lose call records, and make sure that it is in your Windows Startup directory so that it starts automatically when your system is rebooted. 7. INSTALL CALL PROCESSING FILES: When you receive back the call processing files from the audit in step 6 above, you can install them by simply copying them into your c:\LineLogger directory. Create a shortcut on your desktop in the LineLogger Software Folder and point it to the Call Processing file in your c:\LineLogger directory. 8. ADD CALL PROCESSING TO WINDOWS SCHEDULER: To automate the processing, create a scheduled event under windows scheduler, set it to run daily, and add the parameter AUTO after it so that it can run without user intervention. For example, if my processing script was NT_CALLPROC.EXE, you would do the following: a. b. First navigate to your windows scheduler. Click on START, then Control Panel, then Scheduled Tasks. Verify if there is already a call processing event in the scheduler. It will be named Call Processing, or the name of your processing file NT_CALLPROC.EXE c. Select ADD SCHEDULED TASK, Select NEXT d. When the list of programs appears, select BROWSE e. When asked for the program to schedule type in C:\LINELOGGER\NT_CALLPROC.EXE f. When asked for the name of the task, name it CALL PROCESSING g. Perform this Task: Select DAILY, then select NEXT h. Put Start time as 05:00 AM Every Day, then select NEXT i. Enter a valid USER NAME and PASSWORD, then select NEXT j. Click on the OPEN ADVANCED PROPERTIES checkbox then do FINISH k. On the RUN line where the program line shows, change it to C:\LINELOGGER\NT_CALLPROC.EXE AUTO l. Select OK and you will be prompted to reenter the user name and password. m. Test the scheduled event by doing a right click on it and selecting RUN. 9. OVERVIEW OF CALL CAPTURE & PROCESSING: Here is some information that will help you understand the call capture & processing functions: LineLogger – Call Accounting Installation Guide a. b. c. d. e. Page: 3 Call Capturing must be running 24 hours a day or you will lose records. Call Capturing saves a log file each night a 2:00am and stores the raw data collected from your phone system. The call Processing should be scheduled to run AFTER 2:00am so that it can process the previous days calls. If you want to do an immediate poll to view information captured today up until now, do the following: i. Close Call Capture & Restart it immediately ii. Make sure Call Accounting is closed. iii. Do a test run of your Call processing form the windows scheduler. Call Accounting must be closed in order to run the Call Processing. 10. CONVERTING FROM A PRIOR VERSION: If you are converting from a prior version there is a wizard under TOOLS that will allow you to convert this information over to the Call Accounting 2011 version. To do this, select the Wizard from the Tools menu and it will walk you through the conversion process. Other issues to be aware of when converting from a prior version include: a. Make sure that your calls are being captured by the call capture program in c:\LineLogger\log_serial and not into a prior version. You will have to check all of the shortcuts on your system including the shortcut in the Windows Startup directory. The new Call Capture program is named ca_term40.exe. The old one was just ca_term.exe. b. Make sure the path in plsys.city is set to c:\LineLogger\log_serial\ so that call processing can see the correct log path name. c. Make sure you get an updated call processing script that is configured to run from the new version. 11. OTHER INFORMATION a. If you receive a message that the runtime drivers cannot be found, copy the complete contents of the c:\LineLogger\drivers directory into the c:\LineLogger directory. When asked to overwrite, say yes. b. If you continue to receive the no logs found to process error, check the path on c:\LineLogger\plsys.city to verify that the path name shows correctly as c:\LineLogger\log_serial\ with the ending backslash. 12. INSTALLATION TROUBLESHOOTING: If you encounter any issues while installing the system, please visit our Call Accounting 2011 Troubleshooting page on the Internet at the following URL: http://www.commone.net/caq/faq_index.htm 13. SMDR CONNECTION TROUBLESHOOTING: If you are having difficulty getting Call Records out of your phone system SMDR/CDR port, this troubleshooting guide can give you some ideas on what to check to get the SMDR to report properly. a. b. c. d. e. VERIFY PHONE SYSTEM HAS SMDR/CDR OPTION: This may sound obvious, but twice a month we have troubleshooting calls that are very difficult that result in the clients phone system not having the SMDR (Call Accounting) Option. Check with your phone vendor and verify that the system you own does include the SMDR option. Some systems will even have a jack marked SMDR on the phone system, but it is not enabled because it needs to be purchased as a separate option. VERIFY THAT SMDR IS TURNED ON: Just because you have the SMDR option on your phone system, it does not mean that it is automatically turned on. Please have your phone vendor verify that the option is on, and that call records are configured to be sent at the completion of each call. VERIFY SMDR IS ON FOR ALL EXTENSIONS, GROUPS, CLASS OF SERVICE, CLASS OF RESTRICTION, TRUNKS, TRUNK GROUPS: On some phone systems you have to enable SMDR for each of the items shown above. For others, SMDR is on for all call records. VERIFY PARITY AND BAUD OF PHONE SYSTEM SMDR: Verify with your phone vendor that you have the correct parity and baud settings so that you can set your PC to match the settings of your phone system. Common settings include 2400/N/8/1 or 9600/N/8/1, although there are about 200 different settings. Which one is used depends on the phone system type, or the installer that configured the SMDR. VERIFY THAT THE SMDR CONTROLLER ON THE PHONE SYSTEM IS WORKING RIGHT: This is work for your phone vendor. We run into this every month or so. Some SMDR connections are on the system administration card in the phone system, and can stop working. We have had two clients have to replace these cards in the past 90 days. LineLogger – Call Accounting Installation Guide f. Page: 4 VERIFY YOU ARE GETTING RECORDS IN HYPERTERMINAL OR PROCOMM PLUS: If you are still not getting records received in the LineLogger Call Capture routine, start up hyperterminal, set the port settings to match your phone system, and see if you are getting records there. This will eliminate LineLogger as a source of the problem. If you see records in hyperterminal, but not in call capture, then the port and parity settings in LineLogger Software are wrong. You can change them in the Tools / System setup menu. g. VERIFY THE CALL CAPTURE SETTINGS. Run the system setup from the Tools menu and verify that you have the same parity and baud set on call capture as your phone system uses. h. VERIFY THE CORRECT COM PORT. You need to make sure that the com port specified in TOOLS / SYSTEM SETUP actually matches where you have the com port plugged into on the back of your PC. We get frequent calls from clients who are trying to capture calls on com port 1 (com1), but their SMDR is plugged into com port 2 (com2). i. VERIFY THE COM PORTS ARE WORKING PROPERLY: From the Windows Device Manager check the com ports and make sure the drivers are right, and make sure there are no interrupt conflicts and that windows reports that the com port is working properly. j. NULL MODEM ADAPTER REQUIRED: Some phone systems use DCE com ports and others use DTE. The only difference is in pins 2 and 3 on the port. This can cause much confusion when you are connecting to a PC because you don't know whether to use a standard serial cable, or if a null modem cable is required. I have even seen some phone system documentation label a pin as OUT when it was actually the receive pin. There is much confusion as to whether the send pin on the phone system should be connected to the send pin on the PC or to the receive pin. The result of this is that you may do everything right as per the documentation you have, and the system still won't send records. In these cases, see if you can put a NULL MODEM adapter somewhere along the connection between your phone system and your PC. This will reverse pins 2 and 3 on the cable and allow you to troubleshoot this issue as the cause of your problem. k. BAD CABLE OR CONNECTORS: You may want to try different cables and/or connectors. You may be trying to use ones that are damaged, or ones that are pinned incorrectly. l. DISTANCE: The published distance for a serial connection is about 90 feet. If you go further than that, you may need to add line drivers to keep the signal clean. However, if your SMDR cable is close to power sources, or ceiling lights, interference can keep you from getting clean call records. m. MINIMUM CALL DURATION TO RECORD: Most phone systems have a minimum call duration to record. For example, if your minimum call to record is set for 30 seconds, but you are doing 10 second calls for testing, it will appear that no records are being received because you didn't make any calls over the phone systems minimum call to receive. We suggest you set this setting to report all calls if your phone system has this option. n. TRY TO CONNECT TO ANOTHER MACHINE. If all else fails, try to get calls to receive in Hyperterminal on another PC, This will eliminate your PC as a source of the problem. o. MAKE SURE ALL FIELDS ARE TURNED ON IN YOUR PHONE SYSTEM. Many recent phone systems allow you to customize which fields you send to SMDR. If fields are turned off, you can receive a record that only has a date, time, and number dialed, but you will be missing trunking, extension, and call duration information. p. CHECK THE CONNECTIONS AND PINS ON ALL CABLES: While this too may seem obvious, we have 2 or 3 trouble calls a month where a cable was lose, not even connected, connected to the wrong port or PC, or the cable was pushed into the serial port and it bends 1 or more of the pins on the cable so it cannot make connection. q. WHEN ALL ELSE FAILS, CALL YOUR PHONE VENDOR: When all else fails, contact your telephone vendor. Have them connect their laptop to the SMDR connection and show you that the call records are being received. These guys do this 25 times per day and it usually only takes them 3 to 5 minutes to configure, set-up and test a connection like this. Make sure you get the settings from them so you can match them in the Call Accounting Software.