LineLogger – Call Accounting Installation Guide

LineLogger – Call Accounting Installation Guide
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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
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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.
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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
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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.
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