MyCalls Installation Manual

MyCalls Installation Manual
MyCalls Installation Manual
Version 1.0
Document History
Revision 1.0 September 2008
First release
Contents
Contents Product Description ................................................................................................. 4 Requirements .......................................................................................................... 5 Telephone System .......................................................................................................... 5 MyCalls PC Specification ................................................................................................ 5 SV8100 Programming ............................................................................................. 6 Programming the SV8100 using a Script ........................................................................ 6 Programming the SV8100 Manually ............................................................................... 8 Installing The MyCalls Server ....................................................................................... 11 Configuration Import...................................................................................................... 14 Using MyCalls ........................................................................................................ 18 Check Calls are being Captured ................................................................................... 18 Viewing / Amending Configuration ................................................................................ 19 Setting Up Real Time Display Windows ........................................................................ 22 Running Reports .................................................................................................... 26 Pre Defined Reports...................................................................................................... 26 Report Groups............................................................................................................... 33 Running Reports Using Report Templates ................................................................... 34 Installing a Client ................................................................................................... 36 Network Client ............................................................................................................... 36 Standard Client ............................................................................................................. 39 User Roles ............................................................................................................. 41 Agent Desktop User ...................................................................................................... 41 Other User Roles .......................................................................................................... 44 Licensing ............................................................................................................... 45 Reading the license from the SV8100........................................................................... 45 Registration ................................................................................................................... 46 Upgrading a License ..................................................................................................... 49 MyCalls Call Recorder Licensing .................................................................................. 49 Call Recording ....................................................................................................... 50 Overview ....................................................................................................................... 50 Requirements ................................................................................................................ 51 Configuring the ISDN card in the PBX .......................................................................... 52 Connecting The Call Recorder. ..................................................................................... 52 Locating the Call Recording Unit and PC...................................................................... 53 Installing the call recording software ............................................................................. 53 MyCalls Configuration ................................................................................................... 63 Call playback users and groups .................................................................................... 65 Playing back calls.......................................................................................................... 67 Finding Recorded Calls ................................................................................................. 69 Quick Search................................................................................................................. 69 Customising the Call Records View .............................................................................. 70 Exact Channel Mapping ................................................................................................ 75 Multiple Call Recorder Sample Configurations ............................................................. 82 Product Description
MyCalls is a complete call management package that can be used monitor phone system activity and
performance. It works by gathering call information from the SV8100 and storing it in a database.
The MyCalls application can then be used to run reports and view real time information from the
MyCalls database. There are different levels of the product available starting from MyCalls up to
MyCalls Calls Call Centre. A summary of the features in the different levels of the product are as
follows:
MyCalls
Real Time Status displays for Extensions, DDI’s and trunks.
Real Time Statistics, Single Value Windows and Combination Value Windows
Basic Alarms
Basic Reporting
MyCalls Call Manager
All the features of MyCalls plus:
Enhanced reporting
Enhanced alarms
Call costing
Users
Licensable options for Wallboards / Additional application users.
MyCalls Enterprise
All the features of MyCalls Call Manager plus:
Multi site capable
Scalable up to approx 300 PBX’s
MyCalls Call Centre / Agent Control
All the features of MyCalls Call Manager plus:
Reporting on ACD working on the SV8100
Detailed ACD group / Agent reports
Login to ACD using MyCalls Agent Control
ACD Supervisor users
MyCalls Call Recorder
Allows call playback of recorded calls through MyCalls
Exclude calls from recording based on DDI / Extension / CLI
Configurable user playback options
Requirements
Telephone System
An SV8100 Telephone System running system software version 1 or greater. The appropriate level of
PC programming should also be used.
A connection to the SV8100 MIS and SMDR output. Please refer to the ‘SV8100 programming’
section of the manual for further details.
MyCalls PC Specification
Minimum Specification Server
Intel based processor 2.5GHz
512MB RAM
Min 10GB of Available Hard Disk Space
O/S Windows XP Pro SP2 / Windows 2000 SP4 / Windows Server 2003 / Windows Vista Business,
Ultimate and Enterprise *
Recommended Specification Server
Intel Dual Core processor 2.6GHz
1GB RAM
Min 10GB of Available Hard Disk Space
O/S Windows XP Pro SP2 / Windows 2000 SP4 / Windows Server 2003 / Windows Vista Business,
Ultimate and Enterprise *
Please note, the PC Specification for running in MyCalls Call Centre, MyCalls Call Recorder or
MyCalls Enterprise model are different, refer to the appropriate manual for further details.
You will need local administrator rights to the PC to install MyCalls.
*MyCalls is not supported on 64 bit operating systems or in a thin client environment.
SV8100 Programming
MyCalls requires two TCP connections to the SV8100 in order to work, SMDR and P Command.
SMDR is used to provide call information after calls has completed. P Commands are used to display
real time information such as extension status and calls in queue information. The output can be
either collected from the Ethernet port on the CCPU or from an IPLA port if one is installed, the
programming sequence on the SV8100 is the same regardless of which port the data is gathered
from.
There are two ways in which the SV8100 can be programmed, using a script or setting the commands
manually. Using a script will program the PBX in a matter of seconds, setting the command manually
through the PC Programming tool.
Where Netlink is being used all of the SMDR and P Commands are all output from the Primary
system.
Programming the SV8100 using a Script
The script will enable all programmed extensions and trunks for SMDR output. The SMDR
configuration will also be changed for MyCalls preferred output. The TCP Ports for SMDR and P
Commands will be set to 4001 and 4000. A full list of commands are shown in the Programming the
SV8100 Manually section of this manual.
Connect to PC Pro and download the configuration from the SV8100. Once the configuration has
downloaded, select Scripts from the Tools menu.
Click the yellow folder in the box next to open the script file
Browse and locate the MyCallsv1.pcs (Usually located in c:\program files\SV8100 Application Suite\
NEC Philips SV8100 PC Pro\Cygnus\Philips\01_00\scripts folder.)
The path to the script file will be entered, uncheck the ‘Generate log file’ option and click ‘Generate.’
In a few seconds, the Complete notification will be displayed.
The downloaded configuration of the SV8100 has been modified, you should now upload the changed
configuration to the SV8100 and disconnect from PC Pro.
Programming the SV8100 Manually
To program the SV8100 manually, firstly connect to PC Pro and download the configuration from the
PBX. Select the ‘Advanced’ programming level then choose Wizards / Additional Devices / SMDR /
Setup / SMDR Port Setting. Enter a unique TCP Port for the SMDR output, usually TCP Port 4001
can be used. After entering the port number, click Apply to save the changes.
Advanced
programming
level
Wizards
In Wizards / Additional Devices / SMDR / Setup, select SMDR Service Options. Configure SMDR
Port 1 as follows, click apply to save the changes.
Output Port = LAN
Header Language = English
Omit Digits / Minimum Digits / Minimum Duration / Minimum Ring Duration = 0
SMDR Format = General Overseas
Note, as there is only one TCP connection available for SMDR, only SMDR Port one can be used.
In Wizards / Additional Devices / SMDR / Setup, select SMDR Output Options and configure as
shown below, again click Apply to save the changes. Items that are marked with an X are enabled,
and unchecked items are disabled.
Toll Restriction Calls = 9
PBX Calls = 9
Trunk Number / Name = Number
Daily Summary = unchecked
Weekly Summary=unchecked
Monthly Summary =unehecked
Toll Charge Cost = See Below*
Incoming Call = 9
Extension Number / Name = Number
All Lines Busy (ALB) = unchecked
Walking Toll Restriction Table Number = 9
DDI Table Name = unchecked
Caller ID Output DDI to Trunk = unchecked
Date = unchecked
Caller ID / DDI Number = Caller ID Number
Trunk / Received Dialed Number = Both
Account Code / Caller ID Name = Account Code
*If your carrier supports Advice of Charge, then you can enable this option and the cost associated
with the SMDR will override any MyCalls costing tables. It’s also necessary to setup the appropriate
multiplier for the Toll Charge.
In Wizards / Additional Devices / SMDR / Setup, select SMDR Output for Extensions. Enable each
extension for SMDR output and click Apply to save the changes.
In Wizards / Additional Devices / SMDR / Setup, select SMDR Output for Trunks. Enable each trunk
for SMDR output and click Apply to save the changes.
In Wizards / Advanced Items / ACD / ACD MIS Setup, following two items and click Apply.
ACD MIS Connection Port = CD-CP00 LAN
ACD MIS = 4000
All of the programming changes have now been made. Upload the modified configuration to the
SV8100 and disconnect from PC Pro.
Installing The MyCalls Server
The MyCalls server is the PC that will be responsible for collecting the SMDR and P commands from
the PBX and storing it in the MyCalls database. It is possible to install other MyCalls clients that can
connect to the MyCalls server to us the MyCalls application.
From the installation folder, run setup to start the installation wizard.
Note: If you are installing in Windows Vista and have ‘User Account Control’ enabled you will need to
click allow when asked if you want to allow the setup.exe to run.
The installation wizard will begin
At the Welcome screen click next
Carefully read the license agreement and click I accept, then next.
Select Complete and click next.
Next, enter a name for PBX, select your country and enter your area code.
!Note: The area code is used for determining the local calls in MyCalls. Enter the correct area
code.
Finally, click Install to start the installation process.
After the installation process has completed click finish.
Configuration Import
The configuration import tool is used to take data and settings from the SV8100 and import it into
MyCalls. Information such as extensions, DDI’s and trunks can quickly be imported into MyCalls
reducing the installation time of MyCalls.
From the Start / Programs / NEC Infrontia / MyCalls menu, run the Configuration Import Tool. Now
load PC Pro and take a download of the SV8100 configuration. In Wizards, select Applications /
MyCalls and choose a device type i.e. DDI’s. Highlight the DDI’s that you wish to import into MyCalls,
then right click on the highlighted area and click Copy Selection. Alternatively, you could highlight the
area and press Ctrl + C. Make sure you copy all of the columns that are available for the data that
you are importing. For example there are 3 columns to select for DDI’s.
In the Config Import Tool, right click you will be presented with a list of which items you are pasting
into the Config Import Tool. Choose which information you are pasting in by clicking on it.
Once the data has been pasted in, it will be displayed in the Config Import Tool. You may select /
deselect which items that will be imported.
The procedure can be repeated for each of the different devices that are being used in the PBX a
summary of the Config import items are show it the following table:
Account Codes
Callers
Carriers
DID’s
Extensions
Extension Groups
Pilot Numbers
Trunks
Service Codes
Display Messages
Connected Netlinks
If account codes are enabled, the account code
numbers are listed here
The names and numbers entered as abb dials
Any LCR carriers that have been configured
The DDI numbers and names that have been setup
The extension numbers and names
A list of department group names and numbers
A list of ACD and department group pilot numbers
A list of trunk names, numbers and trunk type
For future development
For future development
For future development
The general page needs to be imported to tell MyCalls the IP Address of the PBX and the TCP ports
used. The general page will also verify that the SMDR is configured correctly on the SV8100. There
are 3 different pages from where the general page can be taken from depending on the SV8100
configuration. The rules on which general page you should use can be determined as follows:
•
•
•
If you are going to collect the P commands and SMDR from the Ethernet port of the CCPU
then use the General (CCPU) page. This page is normally used where the VOIP is not being
used on the PBX.
If you are using the IPLA for the SMDR and P command Output then you should use the
General (IPLA) Page.
If you are using Netlink then you should always use the General (Netlink.) This means that
the SMDR and P Commands will be collected from the IPLA card.
When you have selected the correct general page, select the entire contents of the page and press
Ctrl + C or right click and select Copy Selection. Now switch to the Configuration Import Tool, right
click and choose to Paste General Information.
Once you have the items you require in the Configuration Import Tool click the import icon.
When you click import, the import tool will firstly check to see if you have entered information into
each of the areas. If you have not entered anything for example trunks you will get a warning
message telling you about it. Click yes if you are happy to continue.
The import also checks the information taken accross from the General page. If for example you
have not configured some of the items correcty in the SMDR setup you will be prompted. In this case
be sure to correct the items and upload them to the SV8100. Once they are uploaded, you will need
to copy and paste the information in the General page over again.
When the import is successful you receive the following message.
The system in now fully configured and operational based on the information imported by SV8100 PC
Pro.
Using MyCalls
Check Calls are being Captured
! Note: If you are using Windows XP Pro with service pack 2, The Windows firewall may
prompt you to allow MyCalls to run. Click unblock to allow MyCalls to run.
By default there are no users configured. At the login screen click OK.
From the main screen click the View menu and select Call Records Window. You will notice any
processed call records will be displayed in the lower section of the screen. If no records are being
displayed, you should check the programming of the SV8100.
Viewing / Amending Configuration
Most of the configuration for MyCalls will have been collected with the import tool. To amend or add
to any of this data, you need to go into Configure / Telephone System.
Expand PBX’s and the PBX name / Devices and you will see the list of different items. You can then
choose a device to change.
For example on extensions to edit the name of an extension, click ‘Create or Edit an Extension.’ The
list of extensions will be displayed and you can change the names of extensions or their group
membership. When you have finished, click OK to save the changes.
All drop down lists allow you to copy their selection in to a buffer by pressing the right mouse button
and selecting copy. Selecting multiple rows and selecting Paste from the right hand button menu will
set the value in the selected rows.
Dragging a column header into the group by box will reorder the rows by the group. Multiple ‘groupby’s’ can be applied.
Setting Up Real Time Display Windows
There are four types of display windows that can be created.
•
•
•
•
Real time status is used to show a status as events are happening. For example, calls
waiting against a DDI.
Real time Statistics are a set of statistics that are presented for a group. For example the
number of calls answered, abandoned against a DDI group
Single Value is a Statistic that is updated as each call is processed. For example this could
be the number of calls answered shown against a DDI
Combination Values. Will show several statistics in one window
Extension Status
From the View menu select Real Time Information. Expand Real Time Status, select Extensions and
click Create a New Extension Status View.
Choose the extensions you wish to view and then choose the view type, detailed, summary or
overview. You can edit the font sizes that appear in the views in Edit Title Font and Edit Status Font.
Show detailed is a moving view of extensions based on their status. The extension in the status for
the longest is always at the top.
Summary is a fixed grid view that can be sorted by columns.
Overview is a fixed ‘DSS’ style view of extensions. The colour of the extension changes based upon
its status. You can click the popup arrow to expand views.
DDI Real Time Status
From the View menu select Real Time Information. Expand Real Time Status, select DID’s and click
Create a New Queue Status View.
In the DID menu, choose the DDI to monitor. In the Visibility section you can choose what options to
display in the real time view.
The DDI status window will be displayed.
Running Reports
Pre Defined Reports
When MyCalls is installed there are a set of pre defined reports available to run. These ‘Report Items’
can easily be copied, renamed and customised. From the MyCalls Menu, go into Reports / Reports
and expand ‘Report Items’. There are two main types of reports, Lists and Summaries. A list report
will display individual call details, showing the time, date, CLI and other information relating to the call.
A summary report will display the number of calls totalled up and other statistics. There are 3 default
folders containing reports, Daily, Monthly and weekly. Expand one of them and choose a report.
To run the report, click on it and select ‘Run Report Item’ from the right side of the reporting window.
The report will be displayed in the report viewer in MyCalls. If you wish to customise any of the
reports, you are able to create a copy of an existing report item and modify it. Choose the report you
wish to modify and click ‘Copy Report Item.’
Enter the new report name and click OK
The new report item will appear in the list. To amend the report you can select the report and click
‘Edit Report Item.’
Set Report Period
The report wizard will start allowing you to customise the report. For example, the first page allows
you to choose specific reporting period. Under ‘Regular’ you can choose Today, Yesterday, This
week, Last Week, This Month, Last Month, This Year or Last Year. It is also possible to enter specific
dates in ‘Custom.’
‘Period 1 Start and end’ and ‘Include second period’ can be used to set specific times that the report
will cover. There is also the option to include / exclude specific days of the week. Click next to
continue the wizard.
Set Report Specific Options
You can now complete the wizard as appropriate, depending on which report you are customising
depends on which screens you will see next. If you are customising a list type report then you will see
the following screen:
In here you can choose how the information is displayed within the reports. The drop down menu
‘Group Items on Report By’ allows you select if the calls are grouped on the report. For example if
you group by extension the report would first show you all calls for extension 200, 201, 202 etc. If you
grouped by DDI, then the calls would be shown for each DDI in turn. The ‘Number of Items on
Report’ can be modified to display to display a fixed number of calls. To list all calls, select ‘Display
all matching items.’ You may also configure the ‘Order Report Output By.’ If for example you
grouped the report by extension, you can display the calls within the extension by the; Time of Call,
Call Cost, Handling Cost, Duration or Ring Time.
At this point you can click finish and the report will run. By clicking next you can configure optional
report filtering. Report filtering allows you to narrow the information displayed in the reports. For
example you may only wish to include a specific extension or DDI. Click next to start filtering.
Set Filtering Options
During this part of the report wizard you may choose to ‘Consolidate Transferred Calls.’ In a call
scenario where a call is answered by extension 200 and transferred to extension 201, MyCalls will
treat this as two calls. The reason for this is because the telephone system will output an SMDR
record for each time an extension is connected to a trunk. By consolidating transferred calls, a call
handled by multiple extensions is treated as one call, assigned to the first extension to answer it.
To filter by an individual device or device group, check the box next to the group for example
Extensions / Groups and click next.
To include a specific device group, select it from the list of groups. To select individual devices, start
to type in the device number in the ‘Type part of number here’ box. Then select the extension or
extensions to add and click add. The extensions that will be reported on are listed in the ‘Included
Extensions’ box.
You may also filter by ‘Dialled/Received Number’, ‘Costing Type’ or ‘Call Duration.’
If you filter by dialled / received number you can search for a specific telephone number. The number
for an incoming call will be the callers CLI. The number for an outgoing call will be the callers CLI.
Enter the telephone number or part telephone to search with and select one of the two options below.
Note, you may not use wild card masks i.e. * or ? in the telephone number.
Filtering by Costing Types allows you to filter by specific call type, choose the types of calls you want
to include.
To filter by duration, you first select the duration type you require from the drop down menu. There
are two options to either include or exclude the configurable time periods.
The final part of the report filtering is to choose what call types are included in the reports. As an
example you could only include ‘Incoming Abandoned’ calls or outgoing calls.
Report Groups
Report groups are available to help organise reports into logical groups. In default 3 groups are
created, Daily, Weekly and Monthly reports. To create your own report group, click on an existing
report item and click change group.
Enter a new name for the group and click ok
The new group will be created under report items. When the group has been created, you can drag
and drop report items between groups.
Running Reports Using Report Templates
From the Reports / Reports menu expand Report Templates / Usage. There are two ways you can
run a report, you can either ‘Configure and Run Now’ or ‘Create a Saved Report Item.’ Configure and
run now is used to run a one off report, you complete the report wizard as normal and the report will
displayed in the report viewer.
If you create a saved report item, the report will be listed under report items. If the report you are
creating is intended to be run one a regular basis then create a report item.
Click ‘Create Saved Report Item’ and enter the report name. At this point you may also assign the
report item to an existing report group or enter a custom group.
The report wizard will start and you can complete the wizard as described from the Set Reporting
Period section of this manual. Once the wizard is complete, the report will appear listed under report
items. Expand Report Items and navigate to the report item you have created, cluck ‘Run Report
Item’ to run the report.
Installing a Client
A MyCalls client can be installed to allow a user to use the MyCalls application of their PC. During the
installation you are prompted to enter the name of the MyCalls server PC. Once the installation has
completed then the client will be able to use any of the functions available in the MyCalls application.
There are two types of clients that can be installed, a network client or a standard client. A network
client works by installing a small amount of components on the client PC and then running the
MyCalls application from a network share off the MyCalls server. A standard client will install a lot
more components onto the client PC and the application will be run from the local PC.
Network Client
The main advantage with a network client is that you only need to install it once on a client. If the
MyCalls software running on the MyCalls server PC was upgraded then as the MyCalls client runs the
application from the server, the client could not need upgrading. During the installation of the MyCalls
Server, the MyCalls installation folder is shared. In a Windows Domain environment, users will need
the read and execute permission to the MyCalls share on the MyCalls server. To see if a client can
access a share, from Windows explorer, type \\servername\mycalls where servername is the name of
the MyCalls server. In the example below the server is called mycalls.
If an explorer window opens showing the contents of the share then the client can connect to the
server and share.
If an error is displayed saying there is a Logon failure then it is possible that the user trying to connect
to the share does not have the correct permissions.
To check permissions, on the MyCalls server, right click on the MyCalls folder in C:\Program
Files\NEC Infrontia and then Sharing and Security.
On the security tab, make sure the user or group that is accessing the share has the Read and
Execute permission to the share.
Start the MyCalls installation program and from the Setup Type menu, select network client and click
next.
When prompted, enter the name of the MyCalls server PC name and click next.
At the next prompt, click install to complete the installation.
The MyCalls application can now be launched using the Start Menu or a short cut is available on the
desktop.
Standard Client
Run the setup installation wizard and step through until you reach the Setup Type screen. Choose
Client and click next.
When prompted, enter the name of the MyCalls server PC name and click next.
At the next prompt, click install to complete the installation.
The MyCalls application can now be launched using the Start Menu or a short cut is available on the
desktop.
User Roles
Users can be created in the MyCalls application and then can be assigned a role. The role assigned
to the user defines what access level they have in MyCalls. An explicit list of what features are
available to the different roles is available in MyCalls / Help Menu / Show Version differences. A user
can login to any PC running the MyCalls application. Each user role requires a valid license to be
able to login to MyCalls. As layouts are assigned to users, wherever the user logs in, they will always
load their layouts that they have created or the layout that has been assigned to them.
Agent Desktop User
The Agent Desktop user is a way to run a cut down version of MyCalls. It designed to allow a user to
view a layout that has been predefined and assigned to them by a supervisor.
To create a Agent Desktop User, from the configure menu, click Organisation then select Create a
new user.
Give the user a name and choose Agent Desktop User and click ok.
Create a layout in MyCalls you want to appear on the Agent Desktop application. If you want the
layout to be ‘Always on Top’ in the Agent Desktop, select Always on top from the view menu before
carrying out the next step.
Click the layout menu / save public. Enter a name for the layout. This will save the layout as a public
layout in the MyCalls application.
On the layout menu again click assign, you can the assign the user to the layout.
Now logout of MyCalls and login back in as the Agent Desktop User.
When you login you will see the layout that was assigned to the user.
Other User Roles
Any of the other user roles can be created and login to MyCalls. The various user roles have different
features available to them, check the version differences in the help menu of MyCalls for details.
Licensing
The MyCalls license is stored in the SV8100 and after MyCalls is installed you have to instruct
MyCalls to read the license from the SV8100 inbuilt license server. After the license has been read
from the SV8100, it will hold its own copy of the license. Only when the license changes on the
SV8100 would you need to reread the license from the SV8100. When the license is working within
MyCalls, it is necessary to register the MyCalls software there is a 15 grace period to register the
MyCalls software. The time it takes to read a license from the SV8100 can vary based on the license
type.
Note: MyCalls will not be able to read a license while the 60 day trial is running on the SV8100.
Before reading the license from the SV8100, you should check that PRG 90-55-01 is set to 0. A
license will also need to be installed on the SV8100.
Reading the license from the SV8100
From the Start / Programs / NEC Infrontia / MyCalls menu, start the License Manager application.
Select SV8100 / Read License from Switch.
Enter the IP Address of the PBX and click read license. The TCP Port can be changed if required,
you would only change the TCP Port if PRG command 10-47 had been changed.
You will be warned that the operation may take some time, click yes to continue.
After the licence as been read from the PBX, you will be asked if you want to install it, click yes and
the license will be installed on the PC.
The license will now work for a period of 15 days, during this 15 day period, the MyCalls software has
to be registered. If the MyCalls software is not registered during this period then it will stop working.
Registration
After the license has been read from the SV8100, you should select ‘Generate Registration Request
File’ from the SV8100 menu.
A Window will open containing the registration information and instructions, if the PC that MyCalls is
running on has internet access, then open the following web page. If the PC does not have internet
access then save the text from within the windows into a text file and take it to a PC that has Internet
Access.
http://www.kelmar-software.com/svlicensing/default.aspx
Enter the details into the website, the user name / organisation should be details of the customer.
The email address is the mail address that the registered license should be sent to. You can also
elect to receive MyCalls email notifications, check the box to enable notifications. Now copy and
paste the registration information into the ‘Registration Request Information’ box. Take care when
copying the information into the box to make sure that only the registration information (show in the
above screenshot, highlighted in blue.) Do copy any other information or it may result in an invalid
license being issued. Finally click the ‘Send Registration Details’ button to submit the registration
request.
Once the registration has been submitted, it is automatically processed by a web server and a
registered license file is sent to the email address that was provided. The email will come from
[email protected] and will have a license file attached. Save the
license file onto the MyCalls server and open the license manager. From the file menu, select open
and open the .lrf that was in the email. Verify that the information is valid and correct then click Install
to install the license. The main difference between the license pulled from the SV8100 and the
registered license it the expiry date. The license pulled from the switch will have an expiry date of 15
days from when it is read from the SV8100. The expiry date of the registered license will increase by
at least 1 year or to the date 01/01/2105.
Click OK to complete the installation of the license.
Once the license has been successfully installed you will a receive confirmation.
Upgrading a License
When a license has to be upgraded, then first of all you should install the new license on the SV8100.
After the license has been installed on the SV8100, then you will need to re-read the license from the
SV8100 and carry out the registration process again.
MyCalls Call Recorder Licensing
MyCalls Call recorder licensing works in the same method as other MyCalls features. If you are
adding a call recorder to an existing installation then you should treat the installation as an upgrade.
Call Recording
Overview
MyCalls Call Recorder gives you the ability to record and playback calls on ISDN trunks. A recording
unit is placed between the Network Termination Equipment (NTE) and the ISDN card in the PBX.
The calls are now terminated at the call recording unit and re-generated to the PBX. There is a USB
lead on the call recording unit that is connected to a PC. As calls pass through the call recording unit,
they are streamed onto the PC and stored in a database.
MyCalls has its own database of calls made and received on the PBX. Using MyCalls call recorder, it
is possible to playback the calls stored in the call recoding database using MyCalls.
SMDR
BRI/PRI
MyCalls PC
USB Lead
Print Server
Power/TX
Link/Rx
LPT1
LPT2
COM
PSTN
MyCalls
Database
Recorded
Calls
Database
Call Recorder
Requirements
MyCalls Software version 2 or greater.
System Software version 1 or greater.
The call recording server must be a dedicated PC for call recording. If you have greater than 60
channels for recording, MyCalls and the call recorder must be on separate PC.
For call recording up to 30 Channels, the PC specification for call recording server is as follows:
Minimum Intel Pentium 4 3GHz Processor
1GB RAM
100GB of available Hard Disk Space *See Note 1
Windows XP Pro SP2
DVD RAM
A sound card and speakers are required for call playback
Available USB ports for the recording unit *See Note 2
A maximum of 2 call recorders are currently supported per PC.
For a call recording up to 120 channels, the PC specification for call recording server is as follows:
Minimum Intel Dual Core 3GHz Processor
2GB RAM
200GB of available Hard Disk Space *See Note 1
Windows XP Pro
DVD RAM
A sound card and speakers are required for call playback
Available USB ports for the recording unit *See Note 2
A maximum of 2 call recorders are currently supported per PC.
*Note 1. 1GB of disk space will store approximately 100 hours of call recordings, depending on
requirements it may be necessary to increase the available disk space in the PC. Recorded calls can
be archived to free up space from the PC.
*Note 2. There must be an available USB port for each call recorder that will be connected to the PC.
Only two call recording units can be connected to one USB controller, on a modern PC you could
have 6 USB ports on a PC that all run off one controller. If more than two units will be connected to
one PC then is will be necessary to install a separate USB controller card in the PC. Once two call
recording units are connected to USB controller then no other USB devices should be connected to
the controller. Where a USB keyboard and mouse are connected to the PC a separate USB
controller should be used for the call recording unit.
The PC Specification for a call playback client is as follows:
Intel based processor 2.5GHz
512MB RAM
6GB of available Hard Disk Space
Windows 2000 / XP Pro
A sound card and speakers are required for call playback
Configuring the ISDN card in the PBX
Primary Rate ISDN
If you are using PRI, the card must be set to have CRC4 ON, you set the configuration in Wizards /
Quick Install / Cards / PRI Setup. The card must also be set to trunk mode, refer to the hardware
manual for further information.
Basic Rate ISDN
The card must be set to trunk mode, refer to the hardware manual for further information
Connecting The Call Recorder.
Securely connect the supplied power adapter to the call recording unit. A straight through patch cable
should be connected from the NTE to the ‘BRI IN’ or ‘PRI IN’ socket on the front of the recording unit.
Another straight through patch cable should be connected from the BRI or PRI out connector on the
front of the recording unit.
Print Server
Power/TX
Link/Rx
LPT1
LPT2
COM
Once the NTE has been connected to the BRI or PRI in socket, the ‘In’ status led should change to
amber. When the cable between the BRI or PRI out has been connected to the ISDN card in the
PBX, you should see a layer one light on the ISDN card in the PBX. The ‘Out’ status light will also
show amber when the out is connected to the ISDN card in the PBX.
If the power is disconnected from the recording unit, all calls that are in progress will be disconnected.
Any new calls that pass through the box will continue to be connected whilst the call recording unit
does not have any power. When the unit is powered down, no calls can be recorded. When the unit
is powered on again, all calls that are in progress are dropped and the unit will not pass any calls
through until it has started up again.
Locating the Call Recording Unit and PC.
The call recording unit can be rack mounted, free standing or mounted in a CD ROM bay of a PC.
Please note if the recording unit is mounted in a CD ROM bay of a PC, it will have to be powered by a
4 pin power connector from the PC’s power supply. With this in mind should the PC ever lose power
or be rebooted, it will drop any calls in progress connected through the unit. The patch lead
connecting the call recorder to the NTE and then the patch lead connecting the call recorder to the
ISDN card in the PBX should be not longer to 5 metres each in length.
The USB lead supplied with the call recording unit is 2 metres in length. This will mean the
call recording until and PC will have to be situated near each other.
Installing the call recording software
Begin the installation by double clicking the install icon.
The installation will begin
When prompted, click next to install the Media Encoder
Carefully read the license agreement, click I accept and click next.
Click next to accept the default installation location.
Click install to begin the media encoder installation.
Once the media encoder has installed, click finish
The Sense installation wizard will now begin, click next on the welcome screen
Read the license agreement, click I Agree then next
You can now select the installation folder. This folder is where the call recording database is installed
and as a result should have sufficient disk space for the recording requirements. Please see the
requirements section of this manual for further information of disk space. To check the available disk
space on the PC, you can click Disk Costs. Once you have chosen the installation folder, click next.
Click next to start the installation.
Once the installation has completed click close.
Connect the USB from the call recording unit and connect it to the PC. The found New Hardware
Wizard will start. Select No, not this time and click next
Select install from a list or specific location (Advanced) and click next.
Select ‘Include this location in the search’ and click browse
Browse to the folder with contains the USB driver. The USB driver is contained in the installation
folder of the recording software
The folder location the driver will be installed from will be displayed. At this point click next.
The driver for the unit will then be installed.
Upon completion, click finish.
Once the installation of the USB device and recording software is complete, the USB/Serv status light
will change green
MyCalls Configuration
Before you can configure MyCalls to use call recording, you must obtain a valid call recording license.
Please refer to the documentation located in the box with the call recording unit for further information.
Now run the MyCalls application, if you have any users configured you must login to the application
as a PBX administrator. From the menu, click Configure / Telephone system, select the PBX you are
configuring recording, select Call Recording and click Edit Call Recorder Configuration. From the call
recorder drop down menu, select ‘Retell’ and click edit.
At the voice recorder configuration screen, enter the name of the PC that you are on. Please note it is
strongly recommended to use the PC name and not the IP address.
Once you have entered the name, click Test Connection. MyCalls will check to see if it can access
the call recording database.
Trunk licensing is where the recording licenses are assigned to trunks. Note if you have a license for
4 Digital trunks, the trunks must be configured at ISDN trunks in MyCalls. Under the trunk licensing
options, tick each trunk that will be recorded. The number of remaining licenses will decrease as the
licenses are assigned to each trunk.
To exclude certain types of calls from being recorded, click the Recording Rules button. The following
screen is displayed:
Extensions, DDI’s, Callers, Trunks and Users can all be included or excluded from being recorded as
required. Add devices to the selected list and choose ‘Do Not record the selected devices’ or ‘Only
record the selected extensions.’ You can also decide if to include incoming only, outgoing calls only
or both.
Call playback users and groups
By default if no users are created in MyCalls, you will be able to playback calls. Once you create any
users, you must login to MyCalls as a user. Any users that are created and want to play back calls,
the users must be enabled for call playback. In Configure / Organisation click create new user or edit
an existing user. To give a user the ability to playback calls, check the ‘Enable Call Playback’ box,
click OK to save any changes.
It is also possible to setup hierarchal type permissions to allow certain users to only playback calls
from their group. In the example below, the highest level group is called group 1 and in that group,
there is a user call Supervisor. The user supervisor can playback any calls from any calls associated
to Group 2 and Group 3.
The user Group 2 Supervisor can only playback calls in the group named group 2. The same
principle applies to the user Group 3 Supervisor, it can only playback calls for users in group 3.
For the Hierarchal user structure to work correctly, the users must be assigned to extensions. To
assign a user to an extension, go to configure / telephone system and edit an extension.
Click edit against the extension you wish to assign to a user
Click the select button to choose a user. You can begin to type in the user name to lookup and
names stored in the MyCalls database. Select the user and click OK.
Playing back calls
From the view menu, select Call Records View. By default the call records view will display the last
50 calls for the current day. Calls that have been recorded will show a speaker icon meaning they
have been recorded. To play a call that has been recorded, simply double click the speaker icon to
play the call.
After you have double clicked the speaker, the player will load and play the calls.
The diagram below indicates what each button in the player does.
If you click the export button, you can save a recorded file as either wav or wma format. Note that
files saved in wav format will be far greater in size than wma files. Enter a name and click save.
Calls that show a speaker icon crossed out means the calls has been excluded from call recording in
the recording rules configuration.
Finding Recorded Calls
There are two ways that you can retrieve calls for playback; quick search or by customising the call
records view. Quick search is the easiest way to find a call by CLI, DDI or extension. Customising
the call records view is a more advanced search of calls.
Quick Search
From the view menu, click call record view. The quick search is highlighted below, by default it shows
the last 50 calls for today. To change the date to search on, select from the list in the ‘Period’ drop
down menu. To enter specific dates, choose custom. The next line down allows you to search for a
particular telephone number, DID and / or extension. You can also choose which call types to include
and the maximum number of calls to display.
Once you have selected your criteria, click the refresh button to update the view.
If you cannot see the quick search, click options in the call records view and select ‘Quick Search’
from the options
Customising the Call Records View
It is possible to customise the call records and use a wizard similar to the reporting wizard to do a
more advanced call search. Click the options button in the call records view, select custom and click
edit.
A wizard will now start allowing you to select the calls you wish to view. The wizard is almost exactly
the same as the report wizard. The first step in the wizard will allow you to customise the dates for
which the report will run. Enter the required reporting period and click next.
The second part of the wizard allows you to either include call of certain duration or ring time. There
is also an option to filter by the call cost. Choose which options you require and click next.
Consolidate transferred calls will count a call that has been transferred between extensions as one
call.
The next step of the wizard allows you to filter the call records view by any of the options shown
below. Tick which ever options you wish to filter on and click next
To filter by an individual device or device group, check the box next to the group for example
Extensions / Groups and click next.
To include a specific device group, select it from the list of groups. To select individual devices, start
to type in the device number in the ‘Type part of number here’ box. Then select the extension or
extensions to add and click add. The extensions that will be reported on are listed in the ‘Included
Extensions’ box.
You may also filter by ‘Dialled/Received Number’, ‘Costing Type’ or ‘Call Duration.’
If you filter by dialled / received number you can search for a specific telephone number. The number
for an incoming call will be the callers CLI. The number for an outgoing call will be the callers CLI.
Enter the telephone number or part telephone to search with and select one of the two options below.
Note, you may not use wild card masks i.e. * or ? in the telephone number.
Filtering by Costing Types allows you to filter by specific call type, choose the types of calls you want
to include.
To filter by duration, you first select the duration type you require from the drop down menu. There
are two options to either include or exclude the configurable time periods.
The final part of the report filtering is to choose what call types are included in the reports. As an
example you could only include ‘Incoming Abandoned’ calls or outgoing calls.
Exact Channel Mapping
MyCalls uses a best effort matching system to tag calls in the recorded calls database with calls in the
MyCalls database. In some circumstances MyCalls cannot guarantee to correctly match the correct
call in the two databases. In order to get around this problem Exact Channel Mapping can be used.
Exact Channel Mapping is recommended for sites that take a large number of calls on one particular
DDI or where multiple Call Recording units are used. Exact Channel Mapping works simply by each
trunk number in MyCalls being mapped to its corresponding ISDN channel number. Where multiple
call recording units are being used, each unit must be given an ID (CSID.) Where exact channel
mapping is used and configured correctly, the match rate will be 100% accurate. If it is incorrectly
setup all calls will be incorrectly matched.
Single BRI Unit
With a single BRI unit, there are 4 things to consider relating to Exact Channel Mapping. These are
the Unit ID, the Port Number, the ISDN Channel Number and the PBX Trunk Number. All of these
items will need assigning to enable Exact Channel Mapping. By default every Call Recorder will have
a Unit ID of 1, further information on checking and changing the unit ID is provided later in this
Technical Publication. The Port Number is the physical port that the Call Recorder is connected to.
The diagram below shows how the ports are numbered. The Channel Number is the ISDN Channel
Number; this will be 0 or 1 dependant on whether the call is on the first or second ISDN channel
respectively.
In MyCalls go to the Configure / Telephone System / Edit PBX and edit the Call Recorder
configuration
If trunk 1 on the PBX is connected to the first port of the recorder, click the Assign button to
configure the Channel Mapping.
When you have clicked the Assign button, use the drop down menus to assign trunk 1, unit ID 1, Port
1 and Channel 0.
Repeat this procedure for trunk 2, setting all the items the same except that the Channel Number will
be 1.
This will need to be carried out for each trunk that is recorded, refer to the below table which shows a
typical configuration where trunks 1-8 are recorded.
Trunk
1
2
3
4
5
6
7
8
Unit ID
1
1
1
1
1
1
1
1
Port
1
1
3
3
5
5
7
7
Channel
0
1
0
1
0
1
0
1
Once each trunk has been configured, click OK to save the changes to the recorder configuration,
then click OK to save the new PBX configuration.
Once these changes have been made, it is recommended that you make a call on each trunk that has
been configured to confirm that the Channel Mapping is working correctly.
Single PRI Unit
When a single PRI unit is being used you similarly need to assign a Unit ID, Port number and Channel
Number to a Trunk Number in MyCalls. Unless multiple units are being used, the unit ID will always
be 1. As there is only one port on the PRI units, it is always referred to as port 0.
Port 0
Pri
USB
In
Out
Service LED Bank
NOTE: With Primary Rate ISDN the Channel Numbers do not run sequentially from 1-30 as usually
expected. This is an industry standard and not specific to NEC Infrontia equipment. The reason for
this is that on Primary Rate there are 30 B channels and 2 D channels. B Channels are used for calls
only. D channels are used for signalling only. The two D Channels that are used with Primary Rate
ISDN are channels 16 and 32. These ISDN channels relate are not visable in the configuration of the
SV8100. The diagram on the next page shows the full relation between SV8100 Trunk and ISDN
Channel Numbers.
In MyCalls go to the Configure / Telephone System / Edit PBX and edit the Call Recorder
configuration.
Click the Assign button next to trunk 1 and assign Unit ID to port 0 and channel 1.
The following table shows how to configure the other trunks. Take note that ISDN Channel Numbers
16 and 32 should not be assigned to any trunks for the reason previously explained.
SV8100
Number
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
Trunk
Unit ID
Port
ISDN Channel
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
Configure all the trunks as required and click OK to save the changes to the recorder configuration,
then OK to save the changes to the PBX configuration. Once configured, you should make a call on
each trunk to make sure the exact Channel Mapping is working as expected.
Multiple Units
When using multiple units, the same concept applies to the Channel Mapping for each trunk on the
PBX. The only difference is each Call Recording unit must be given a unique ID; this would usually
be 1, 2, 3 or 4 as applicable. By default each unit comes with unit ID 1.
The following procedure describes how to change the ID of a Call Recording unit. Changing the ID of
the unit will not drop or terminate calls that are in progress.
1. Unplug all Call Recording units and plug in the unit that you want to set the ID on.
2. From the Start / Programs / Retell / Sense / Services menu, stop the Retell service.
3. Browse into the installation folder (i.e.) c:\program files\retell\sense\bin and start the vps.exe
application. The following screen is shown; the top line shows a device number, take note of
this device number.
4. Type h then press enter for the help menu.
5. Now type sdd device number where device number is the number noted in step 3.
For example if the device is 0, type sdd 0 and press enter. No reaction is given back. Typically
you would type sdd 0.
6. Type d1 and press enter.
7. When prompted enter the password retell and press enter.
8. You will be presented with the following menu:
9. From the menu select 4 for hardware parameters
10. In the hardware parameters menu, select option 2, set CS ID
11. Type in the ID that you require for the unit.
12.
13.
14.
15.
16.
17.
18.
Press escape twice to return to the main menu
Select option 7 to logoff
From the logoff menu select option 2 to save changed config and press enter.
You will return to the enter password prompt.
At the enter password prompt type d0 then press enter.
Type q and press enter to close the VPS.exe application down and then open VPS.exe again.
You will return to the following screen where you will see the CSID that you have set.
19.
20.
21.
22.
Type q and press enter to close the VPS.exe application down
From the Start / Programs / Retell / Sense / Services / Start Service.
This procedure can be repeated for each unit that needs an ID setting.
Make sure you only have the unit plugged in that you are setting the ID for.
To check that each unit has an ID set, start the console.exe application from the c:\program
files\retell\sense\bin folder. The CSID of each unit will be displayed as indicated below.
Close the console.exe application down once you have checked the CSID’s.
The following tables show different examples of configurations and how Exact Channel Mapping
should be configured in these scenarios.
Multiple Call Recorder Sample Configurations
Multiple BRI Units
The first unit using lines 1-8 should be configured as follows:
Trunk
1
2
3
4
5
6
7
8
Unit ID
1
1
1
1
1
1
1
1
Port
1
1
3
3
5
5
7
7
Channel
0
1
0
1
0
1
0
1
The second unit using lines 9-16 should be configured as follows:
The unit ID must be set as 2 before configuring the trunk mappings
Trunk
9
10
11
12
13
14
15
16
Unit ID
2
2
2
2
2
2
2
2
Port
1
1
3
3
5
5
7
7
Channel
0
1
0
1
0
1
0
1
If a third unit is being used, set lines 17-24 as follows:
The unit ID should be set to 3
Trunk
17
18
19
20
21
22
23
24
Unit ID
3
3
3
3
3
3
3
3
Port
1
1
3
3
5
5
7
7
Channel
0
1
0
1
0
1
0
1
Multiple PRI Units
A maximum of 4 PRI units can be installed with MCCR.
Each unit must be given a unique CSID’s from 1-4.
This example assumes the PBX has 4 primary rate cards installed with the trunk numbers running
sequentially from 1-128
SV8100 Trunk
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
Unit ID
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
2
2
2
2
2
2
2
2
2
2
2
2
2
2
2
2
2
2
2
2
Port
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
Channel
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
17
18
19
20
21
51
52
53
54
55
56
57
58
59
60
61
62
63
64
65
66
67
68
69
70
71
72
73
74
75
76
77
78
79
80
81
82
83
84
85
86
87
88
89
90
91
92
93
94
95
96
97
98
99
100
101
102
103
104
105
106
107
108
2
2
2
2
2
2
2
2
2
2
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
22
23
24
25
26
27
28
29
30
31
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
17
18
19
109
110
111
112
113
114
115
116
117
118
119
120
4
4
4
4
4
4
4
4
4
4
4
4
0
0
0
0
0
0
0
0
0
0
0
0
20
21
22
23
24
25
26
27
28
29
30
31
LIABILITY DISCLAIMER
NEC Philips Unified Solutions reserves the right to change the specifications, functions, or features, at any time,
without notice.
NEC Philips Unified Solutions has prepared this document for use by its employees and customers. The
information contained herein is the property of NEC Philips Unified Solutions and shall not be reproduced
without prior written approval from NEC Philips Unified Solutions. All brand names and product names on this
document are trademarks or registered trademarks of their respective companies.
Copyright 2008
NEC Philips Unified Solutions
NEC Philips Unified Solutions
P.O. Box 32
1200 JD Hilversum
The Netherlands
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