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Nortel TDM Recorder User Manual

Product release 6.01
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297-2183-959

Nortel TDM Recorder

System Infrastructure Guide
Product Release 6.01
Standard 3.0
September 2007

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Summary of Contents for Nortel TDM Recorder

  • Page 1: Nortel Tdm Recorder

    297-2183-959 Nortel TDM Recorder System Infrastructure Guide Product Release 6.01 Standard 3.0 September 2007...
  • Page 3 The process of transmitting data and call messaging between the Meridian 1 and Nortel TDM Recorder is proprietary to Nortel Networks. Any other use of the data and the transmission process is a violation of the user license unless specifically authorized in writing by Nortel Networks prior to such use.

  • Page 4: Revision History

    Revision history September 2007 Standard 3.0. Nortel TDM Recorder System Infrastructure Guide is up-issued to support Product Release 6.01. March 2007 Standard 2.0. Nortel TDM Recorder System Infrastructure Guide is released. November 2006 Standard 1.0. Nortel TDM Recorder System Infrastructure Guide is released.

  • Page 5: Table Of Contents

    Nortel TDM Recorder Nortel TDM Recorder at a glance....... . 16 Nortel TDM Recorder management .
  • Page 6 Attributes provided by Ai-Logix card model families ....155 Attributes provided by E1/T1 voice cards ......156 Standard 3.0 Nortel TDM Recorder...
  • Page 7 September 2007 Viewer and Vision Replay Overview..........158 Call Redirection and Call Flows .
  • Page 8 Contents Standard 3.0 viii Nortel TDM Recorder...

  • Page 9: Getting Started

    C h a p t e r 1 Getting Started In this chapter Intended audience How to get help Software and documentation version numbering System Infrastructure Guide...

  • Page 10: Intended Audience

    Getting Started Intended audience The Nortel TDM Recorder System Infrastructure Guide is written for hardware integrators, Nortel personnel, and customer IT staff who need to understand the Recorder architecture as it applies to the installed environment. Standard 3.0 Nortel TDM Recorder...

  • Page 11: How To Get Help

    Getting help over the phone from a Nortel Solutions Center If you do not find the information your require on the Nortel Technical Support Web site, and you have a Nortel support contract, you can also get help over the phone from a Nortel Solutions Center.

  • Page 12: Getting Help Through A Nortel Distributor Or Reseller

    Getting help through a Nortel distributor or reseller If you purchased a service contract for your Nortel product from a distributor or authorized reseller, you can contact the technical support staff for that distributor or reseller.

  • Page 13: Software And Documentation Version Numbering

    Use the Nortel Contact Recording and Quality Monitoring documentation for Release 6.01 with Nortel Contact Recording Release 6.0.1, Nortel Contact Recording Viewer, Nortel Contact Recording Archive, and Nortel Contact Recording TDM Recorder Release 6.0.2, and Quality Monitoring 6.0 Service Pack 4. System Infrastructure Guide...
  • Page 14 Getting Started Standard 3.0 Nortel TDM Recorder...

  • Page 15: Nortel Tdm Recorder

    C h a p t e r 2 Nortel TDM Recorder In this chapter Nortel TDM Recorder at a glance Nortel TDM Recorder management Nortel TDM Recorder features and benefits Nortel TDM Recorder management features and benefits System Infrastructure Guide...

  • Page 16: Nortel Tdm Recorder At A Glance

    PC that interfaces with other CTI components. Its primary purpose is to record calls, especially for 100 percent compliance situations. At the same time, the superior performance of the Nortel TDM Recorder is apparent as a standalone solution. Combined with the ease of use and management of a portal-style interface, the Nortel TDM Recorder allows customers to have centralized control of all their recording activities.
  • Page 17 September 2007 These are further described in “Nortel TDM Recorder features and benefits” on page 19. System Infrastructure Guide Nortel TDM Recorder...

  • Page 18: Nortel Tdm Recorder Management

    Nortel TDM Recorder Nortel TDM Recorder management The Nortel TDM Recorder is accessed and managed from any Internet Explorer 5.5 or later web browser. The interface allows simplified access to control, manage, and monitor all features in the recording system, including specific programs and add-on components.

  • Page 19: Nortel Tdm Recorder Features And Benefits

    September 2007 Nortel TDM Recorder features and benefits The Nortel TDM Recorder runs on a Windows 2003 server with Service Pack 1. Recorder features include Distributability, Extensibility, Reliability, Scalability, and Diagnostics, as described in the following: Feature/Benefit Distributability Extensibility Reliability...

  • Page 20: Nortel Tdm Recorder Management Features And Benefits

    Nortel TDM Recorder Nortel TDM Recorder management features and benefits The TDM Recorder management tools allow simplified system administration functions for the recording system. Recorder Manager and Enterprise Manager provide the following features and benefits. Feature/Benefit Improved account management Highly usable...

  • Page 21: Infrastructure At A Glance

    C h a p t e r 3 Infrastructure at a Glance In this chapter Nortel TDM Recorder in the workplace Implementation summary Using Nortel TDM Recorder databases System Infrastructure Guide...

  • Page 22: Nortel Tdm Recorder In The Workplace

    Infrastructure at a Glance Nortel TDM Recorder in the workplace Nortel TDM Recorder is engineered to offer a new generation of performance through improved functionality, scalabilit,y and dependability over existing recorder platforms. It forms the underlying platform for a number of other systems that offer call control, replay, analysis, e-learning, and quality monitoring functions.
  • Page 23 Location of system The Nortel TDM Recorder operates optimally in a communication center or information technology server room with air conditioning and secured access. Physical contact with the recorder is limited to maintenance-type functions or situations where archive media needs to be changed.
  • Page 24 Audio Server Duties Support and operation of the recorder with the customer's environment. May be a Nortel support representative. Ensures that use of the recorder system complies with company quality objectives Installation and maintenance of hardware and software at one or more locations.
  • Page 25 September 2007 System Control Systems such as Unify and Business Driven Rules (BDR) servers Call and Event databases Audit database Alarm Notification Enterprise Configuration Operation The main purpose of the recorder is recording and analysis. At its basic level, the recorder system consists of applications that search a database of call references and requests the transfer of a specific call from the recorder for replay to the user.
  • Page 26 Only the Panasonic Range of DVD-RAM devices are currently supported. These are the LF-D311, LFD521E or OEM equivalent SW-9571, or the LF- M621U or OEM equivalent SW-9572-CPN devices. Nortel currently recommends only 4.7 GB cartridges (as opposed to cartridgeless) disks.

  • Page 27: Implementation Summary

    IP address, and must be able to reach all agent workstations by way of ping. Installers have flexibility on where to deploy the Nortel TDM Recorder Server in the enterprise environment. However, they should bear in mind that data capture response times will fluctuate in direct correlation to the average packet delivery times provided by the network segments traveled.
  • Page 28 Windows Server Software. By default, the Server is installed as a stand-alone Server in the NT domain model. It is recommend that you do not configure the Nortel TDM Recorder Server as a Backup or Primary Domain Controller, nor configure the server to participate in any NT replication scheme.
  • Page 29 It is strongly recommended that you install CTI-server software on a separate server from the Nortel TDM Recorder Application Server. Nortel TDM Recorder uses a separate server so that other servers can access the data without degrading the performance of the recorder.

  • Page 30: Hardware Summary

    Recorder and Unify on a single server) Windows 2003 Server Standard 3.0 Details 3GHz Dual Processor Xeon 3GB RAM RAID for Call Buffer Expansion Chassis for more slots MS SQL 2000, MSDE Supported Windows 2003 Server must have service pack1 Nortel TDM Recorder...
  • Page 31 September 2007 Item Description Voice Cards PCI 2.2, 3.3 Volt, Full Length PCI Form Factor Onboard DSPs – G726, G729a compression High Impedance Cards (so no AHIB is required) All major PBXs supported E1/T1 Trunk-side Tap DET (Station-side) Tap Analog Tap System Infrastructure Guide Infrastructure at a Glance Details...
  • Page 32 Use the device driver on the installation CD that comes with the device or download at the Panasonic web site http://panasonic.co.jp Each side of the DVD-RAM media can hold approximately 550 hours of voice recording based on typical call lengths. Nortel TDM Recorder...
  • Page 33 September 2007 Item Description Recorder Sizing Fewer than120 channels > 360 channels > Over 360 channels (that is, more than one recorder) > Disk performance Use 64k cluster size on the call buffer to avoid impact of fragmentation Database should be on separate physical disks/bus from call buffer for maximum performance...
  • Page 34 4 PCI bridges between the host CPU and the cards PCI Express expansion chassis can be used. AdTech and Alliance Systems validate systems for power, airflow and temperature Ai-Logix provides specifications for power requirements Nortel TDM Recorder...

  • Page 35: Using Nortel Tdm Recorder Databases

    Nortel TDM Recorder to present configuration information and contact metadata. The configuration XML is not connected to the database in any way; it is simply read by the Nortel TDM Recorder from the local disk. The Nortel TDM Recorder uses two databases: the Calls database and the Media database.
  • Page 36 Server allows you to create multiple logical entities that it calls databases. Each database can be configured to have its own characteristics, such as security and file system. Typically, large companies have numerous physical databases, such as separate Payroll and Purchasing databases for example. Standard 3.0 Nortel TDM Recorder...
  • Page 37 September 2007 You can have two separate physical databases: Calls and Media. The Calls database is where the main viewer query is done. The Media database is where the Retriever component looks for the tape on which the call is located.
  • Page 38 Procedure Archive_MediaIs Archive_AddComposite Called when a new tarball has been written to a XML specification XML is used in Nortel TDM Recorder to describe configuration of the Recorder and persist metadata for each Contact. Item eRecorder Meta Data XML Schema.doc ERecorder_Configuration _XML _Schema.doc...

  • Page 39: Call Recording And Playback

    C h a p t e r 4 Call Recording and Playback In this chapter Common recording methods Recording Recording and playback System Infrastructure Guide...

  • Page 40: Common Recording Methods

    T1 or E1 voice board spans are required per junction box to capture voice data from both the customer voice channel and the agent voice channel. The following diagram illustrates a passive tap trunk-side configuration deployed within a Call Center environment: Standard 3.0 Nortel TDM Recorder...
  • Page 41 September 2007 Trunk-side recording requires two spans for every one span being tapped. The first span is for recording the agent (transmitter); the second is for the customer (receiver) side. Passive tap station side recording Passive tap station-side recording initiates recordings between the switch/ ACD and a phone by tapping into the line that connects the switch to the telephone by way of a punch-down block.
  • Page 42 The span pair is used for recording inbound calls only; outbound calls are ignored, hence the term “passive”. Standard 3.0 Voice Card for Passive Tap recording Nortel TDM Recorder...

  • Page 43: Recording

    September 2007 Recording Before a recording can begin, the capture engine of the Recorder verifies that a valid license exists, then detects voice cards. Once these prerequisites are done, the Capture engine proceeds to capture and record voice data and metadata from either a CTI source (the primary source) or from a voice card, while at the same time allowing for backup recording when the CTI source is unavailable.
  • Page 44 If one or more of the following License Key conditions exists, the capture engine is not initialized: Missing Tampered Invalid or Expired Configuration Mismatch Channel not Licensed . The license key is then decoded and its config.xml file and validation of the number of channels Standard 3.0 Nortel TDM Recorder...
  • Page 45 September 2007 Capturing and recording voice data Capturing and Recording voice data describes capturing the voice data portion of a call and converting it into a playback. The non-voice data portion of a call, known as associated data or metadata, is captured separately, as described in “Capturing and recording associated call data”...
  • Page 46 Passive-tap recording voice cards capable of recording 30 (DP3209) and 60 (DP6409) channels. They are software switchable between E1 and T1. .wav file on the hard disk. The file name is correlated with .wav file format. When the call is Nortel TDM Recorder Standard 3.0...
  • Page 47 September 2007 Capturing and recording associated call data Recording associated call data involves capturing the metadata portion of a call, such as call start time and call end time, and converting this information into a file for later retrieval and playback. The voice data portion of a .xml call, known as voice data, is captured separately, as described in Capturing and Recording Voice Data in the previous section.
  • Page 48 . The file name is correlated with . In the example, the inum . A third file, a database , to find the call. For archiving inum Dialed Digits . Unify may also tag inum.xml Nortel TDM Recorder Standard 3.0 file can .wav file.
  • Page 49 September 2007 Capturing voice card-initiated contact Capturing contacts using only the telephony interface card (the voice card) is based on digital or analog events from the tapped line. In Tap Sense recording mode, events are asserted from the tapped telephone line. For example, a Punchdown Block can be used to tap a telephone line by forming an additional connection to that line.

  • Page 50: Recording And Playback

    (that is, where there are unify scripts for a mediastore and the Nortel TDM Recorder). The Contact may be located either on the Recorder's local call buffer or on a tape or DVD on the Recorder server. This...
  • Page 51 September 2007 Capture a Contact Archiver 2.5 archive( inum) 2.7 archiveComplete( inum) Capture a Contact showing scripting commands. Issuing the Start command Recording begins when Unify receives an event (that is, a call has started) from the CTI server: 1. The Unify Script issues a The message contains an identifier for the channel that should start recording.
  • Page 52 Consolidator to cause the Contact archive() . The consolidator then updates the database with the inum consolidateCompleted() Standard 3.0 inum stopRecord() message on to the message to the Archiver message to the Workflow. inum Nortel TDM Recorder...
  • Page 53 September 2007 Ensuring enough disk space 1. The Disk Manager periodically examines the call buffer for remaining free space. When the free space has gone below a configured threshold, the Disk Manager begins deleting the oldest Contacts until the threshold has been reached.
  • Page 54 Playing back a Contact from a local Disk Buffer is accomplished by following these steps: Locator 2.5 get Contact (HTTP) 2.7 redirect to Recorder 1.1.1 query database Viewer Web Browser 2.3 get Contact (HTTP) 2.4 return Contact Retriever 2.3.1 Read from Disk Recorder Server Viewer Server Nortel TDM Recorder Standard 3.0...
  • Page 55 September 2007 Executing a query 1. The Supervisor executes a query in the Viewer browser window to display list of Contacts. 2. The HTTP request is executed in the Viewer Server Component. The Viewer server component executes a Query in the Calls Database. Selecting a Contact 1.
  • Page 56 Steps in replaying a Contact (Playback) from Archival Storage Viewer Server Locator Viewer Web Browser 2.3 get Contact (HTTP) 2.4 return Contact 2.3.2 query Media DB for location of Contact Retriever 2.3.1 Try to find Contact on Disk Recorder Server Standard 3.0 Nortel TDM Recorder...
  • Page 57 September 2007 Playing back a Contact from a tape or DVD is accomplished by following these steps: Executing a query 1. The Supervisor executes a query in the Viewer browser window to display a list of Contacts. The HTTP request is executed in the Viewer Server Component. The Viewer server component executes a Query in the Calls Database.
  • Page 58 Call Recording and Playback The Retriever reads the Contact data from the archival storage and stores it in a temporary cache. 4. The Contact data is returned to the Viewer browser. Standard 3.0 Nortel TDM Recorder...

  • Page 59: System Setup And Administration

    C h a p t e r 5 System Setup and Administration In this chapter Overview Recording Server environment Voice card installation and wiring System administration components First time login instructions Chapter 5: Navigating the User interface System Infrastructure Guide...

  • Page 60: Overview

    System Setup and Administration Overview After the Nortel TDM Recorder server and system has been successfully installed, you are ready to configure the environment. This is accomplished according to the various recording methods and the various recording options, as described in Chapter 4, “Call Recording and Playback”...

  • Page 61: Recording Server Environment

    September 2007 Recording Server environment Configuration of your Nortel TDM Recorder Server environment requires that you first, in consultation with your System Architect, compare your current work environment before and after the Recording Server implementation. The following simplified illustration is an example of a typical quality monitoring server environment for a single site.
  • Page 62 The PSTN switch communicates with the PBX in such a way that calls are routed according to the setup of the PBX. The PSTN is connected to the PBX by a T1 or E1 line. Standard 3.0 Nortel TDM Recorder...
  • Page 63 PBX switch is eliminated. The CTI server thus extracts event data (that is, call metadata) and renders it acceptable to the existing telephony hardware of organizations. In the case of Nortel TDM Recorder, Unify obtains event data from the CTI server and passes it, after mapping fields, to the Recorder for conversion to a XML file.
  • Page 64 Recorder The Recorder consists of components that capture call data and propagate this data to databases to allow retrieval and viewing. Software components include the Capture Engine, Workflow, Consolidator, Database (Calls and Media), Viewer, Retriever, and Archive software components. The functions of these components are summarized in the following sections.
  • Page 65 September 2007 by the CTI Server, which sends the data to the Unify server, which maps the data to user-defined fields before sending it to the capture engine for conversion into an XML file. Although it took an indirect route, the metadata ends up on the call buffer along with its audio counterpart.
  • Page 66 Workflow manager The workflow manager software component, among its many tasks, polls the disk buffer of the capture engine periodically for matching files. Upon discovering that a matching pair of files (except for file extension) exists on the call buffer of the Capture Engine, the Workflow component copies the files to the Consolidator.
  • Page 67 At the same time, the consolidator consolidates the metadata portion of the call as an XML file into the calls database. For more information on databases, refer to “Using Nortel TDM Recorder databases” on page 35.
  • Page 68 System Setup and Administration Retriever The retriever software component receives instructions from the Viewer interface to retrieve a call. The retriever then queries the call buffer and the database for the call. For some time, two copies of the audio and metadata file sets are available for retrieval at the same time: one copy on the call buffer, and the other in the database (calls and media).

  • Page 69: Voice Card Installation And Wiring

    Voice card installation and wiring Different cabling and wiring setups are required for voice cards compatible with the Nortel TDM Recorder. The following sections show compatible Ai-Logix voice cards, their installation, and typical wiring requirements for digital trunk-side (DP models), digital station-side (NGX models), and analog station-side (PT and LD models).
  • Page 70 (12x4-wire) triggered by D-channel events. Daughterboard that can be installed on NGX800 and NGX1600 voice cards. Passive-tap recording voice cards capable of recording 30 (DP3209) and 60 (DP6409) channels. They are software switchable between E1 and T1. Standard 3.0 Nortel TDM Recorder...
  • Page 71 7 Place the Ai-Logix CD into the CD ROM drive and follow screen instruction to complete the installation. Alternatively, you can wait for the installation of the recorder software. Digital trunk side wiring The following sections describes cabling and wiring for the Ai-Logix SmartWorks DP voice cards and typical wiring diagrams for T1 and E1.
  • Page 72 System Setup and Administration Phone Tap LEGEND: R = Receive T = Transmit T1/E1 Line Crossover Cable Framer 0 Framer 1 DP Card Nortel TDM Recorder Standard 3.0 RJ -45 RJ - 45...
  • Page 73 September 2007 Wiring on the T1 interface The Ai-Logix DP6409 card has two RJ-45 ports on its front bracket. (The DP3209 has one). In a typical configuration, standard Category 5 (Cat 5) network cables connect the DP card to a pair of T1 trunks by using a punch- down block.
  • Page 74 1 2 3 4 5 6 7 8 Standard 3.0 DP3209 or DP6409 Voice Card RJ -45 Trunk 1 RJ - 45 Trunk 2 Nortel TDM Recorder Framer 0 Inbound Ch 1 - 30 Framer 1 Outbound Ch. 1 - 30 Framer 2 Inbound...
  • Page 75 September 2007 Digital station side wiring The following sections describe how to plan for the Ai-Logix SmartWorks NGX family of digital voice cards, including typical wiring diagrams for the three common connection types (Y-Splitter, Bridge Clips, and Dual Punch Blocks). This information is described in the following topics: Planning your NGX system Using a Y-Splitter Using Bridge Clips...
  • Page 76 It allows the NGX to passively tap the PBX without having to interface to the punch-down block. The signal quality is optimized because it is routed to the NGX before reaching the punch-down block. Standard 3.0 Nortel TDM Recorder...
  • Page 77 September 2007 LEGEND: RJ-21 X Connector 50-Pin Centronics ML Cable Standard Twisted Pair Cable NGX Wiring with Y-Splitter Scenario The Y-Splitter is the recommended method of passively tapping with the NGX. If this solution is not possible, consider Bridge Clips first or Dual Punch-down Blocks if nothing else is possible.
  • Page 78 Bridge Clips). Bridge clips couple 1st leg of punch-down block to 2nd leg Standard 3.0 Punch-down block Phones LEGEND: RJ-21 X Connector Bridge Clip 50-Pin Centronics ML Cable Standard Twisted Pair Cable NGX Voice Card Nortel TDM Recorder...
  • Page 79 September 2007 Using standard twisted pair wire, each channel is connected to an additional punch-down block that the NGX can connect to through either an RJ-21X connection, or if necessary, by manually breaking out the HD68 cable that normally connects to the RK-21X connector into its individual lines and connecting them each to a channel.
  • Page 80 System Setup and Administration Analog station-side wiring Nortel TDM Recorder supports two models of Ai-Logix analog station-side voice cards, the PT and LD. All compatible models use R-21 50-pin high- impedence connectors, except the LD409 and LD809, which use RJ-14 connectors.
  • Page 81 September 2007 Pin 01 - Ring 01 Pin 02 - Ring 02 Pin 03 - Ring 03 Pin 04 - Ring 04 Pin 05 - Ring 05 Pin 06 - Ring 06 Pin 07 - Ring 07 Pin 08 - Ring 08 Pin 09 - Ring 09 Pin 10 - Ring 10 Pin 11 - Ring 11...
  • Page 82 4, 8 and 16 channels respectively. The following diagram shows the different Pin requirements for the 8 and 16: Analog Wiring using RJ14 Connector Standard 3.0 Punch-down block Phones LEGEND: RJ-21 X Connector 50-Pin Centronics ML Cable Standard Twisted Pair Cable LD409 or LD809 Voice Card Nortel TDM Recorder...
  • Page 83 September 2007 Pin 01 - Tip 01 Pin 02 - Tip 02 Pin 03 - Tip 03 Pin 04 - Tip 04 Pin 05 - Tip 05 Pin 06 - Tip 06 Pin 07 - Tip 07 Pin 08 - Tip 08 PT809 Analog Wiring for Ai-Logix Analog Cards (PT Models, RJ-21) System Infrastructure Guide...

  • Page 84: System Administration Components

    System Setup and Administration System administration components The dependencies of the hardware, software, and devices require that you configure the components in a pre-defined order. The following illustration shows two levels of configuration that you need to complete. Level 1 components that you need to configure include recorder components, licenses, voice cards, and alarms.

  • Page 85: First Time Login Instructions

    September 2007 First time login instructions When logging in to a new Nortel TDM Recorder system for the first time, you click the desktop shortcut to launch the Recorder Manager then use the login Username and Password provided. After accessing the Recorder Manager for the first time, you or a designated User Administrator can add new users and passwords.

  • Page 86: Navigating The User Interface

    System Setup and Administration Navigating the User interface You can configure the Nortel TDM Recorder using the Recorder Manager. You can access the Recorder Manager from the desktop shortcuts where it is installed. The Recorder Manager enables you to configure, manage and monitor individual recorders.
  • Page 87 September 2007 Complete instructions for using the Recorder Manager are contained in the Nortel TDM Recorder System Administration Guide. System Infrastructure Guide System Setup and Administration...
  • Page 88 System Setup and Administration Standard 3.0 Nortel TDM Recorder...

  • Page 89: Configuring Level 1 Components

    C h a p t e r 6 Configuring Level 1 Components In this chapter Overview Configuring Recorder components Configuring licenses Chapter 6: Configuring voice cards Configuring alarms System Infrastructure Guide...

  • Page 90: Overview

    These steps are described in the following sections: Configuring Recorder components Configuring licenses Configuring voice cards Configuring alarms This chapter describes these Level 1 components as shown in the following illustration: Standard 3.0 Nortel TDM Recorder...

  • Page 91: Configuring Recorder Components

    Alarms, as described in “Configuring alarms” on page 100 The following table describes the purpose of each component and names the section of the Nortel TDM Recorder System Administration Guide that describes where you will find detailed configuration procedures. In Recorder Manager you can also click any tab and then click Help for detailed information about each component.
  • Page 92 Allows you to view alarms, configure the e-mail server, and enter alarm history settings. Standard 3.0 System Administration Guide Section Configuring Disk Management Configuring the Consolidator Monitoring Components with Alarms. See also “Configuring alarms” on page 100 of this guide. Nortel TDM Recorder...

  • Page 93: Configuring Licenses

    Re-activating a Recorder license Activating the Recorder license for the first time When you login in to Nortel TDM Recorder when installing the system, you are required to confirm your license or apply for a temporary one. The first time you log in to the newly-installed application, you use the provided user ID and password.
  • Page 94 4 In the Site License window do one of the following and then click OK: To install a temporary, 10-day license, click 10-Day Trial License. To install a permanent license, select License. A different window displays according to your selection. Standard 3.0 Nortel TDM Recorder...
  • Page 95 7 Click Update. The same license summary screen displays. Re-activating a Recorder license Use the re-activate license method for updating your software license to activate a full license based on a temporary one, or when upgrading the features in your license, such as adding more channels.
  • Page 96 3 Click Activate. Note: If an Unlimited license is obtained, the word Unlimited appears in the license counter field. If the license has an expiry date, a warning message displays during the final 10 days. Standard 3.0 Nortel TDM Recorder...

  • Page 97: Configuring Voice Cards

    “Voice card installation and wiring” on page 69. Supporting analog and digital voice cards The Nortel TDM Recorder uses analog and digital station-side voice cards, as well as digital trunk-side voice cards. The SmartTap product line of Ai- Logix cards for passive-tap recording of T1 and E1 trunks are used.
  • Page 98 See also: http://www.ai-logix.com. Viewing a voice card To view voice cards used by a Nortel TDM Recorder, log into the Recorder Manager, click General Setup > Voice Cards > Card. All voice cards installed in the recorder display. Click any one to view its details.
  • Page 99 2 Log in to the Recorder Manager and click General Setup > Voice Cards. 3 Follow procedures in Adding a New Voice Card in the Nortel TDM Recorder System Administration Guide. 4 Refer to Appendix B, Voice Card Configurations, in the Nortel TDM Recorder System Administration Guide for the specific voice card you are creating and to view details about completing its properties.

  • Page 100: Configuring Alarms

    Configuring Level 1 Components Configuring alarms All alarms that can be triggered in Nortel TDM Recorder are built into the application when it ships. System Administrators configure alarms to specify whether or not the alarm is to be audible, how long to keep the alarm in history, and who is to be notified when the alarm is triggered.
  • Page 101 Alarm messages The following is a summary of all Nortel TDM Recorder alarms. The component from which the alarm is triggered is shown under Category. A short alarm name appears under Short Name and the full message as it appears in Recorder Manager appears under Message.
  • Page 102 [host] for the Media database is above its threshold. The current queue size is [#] and the threshold is [#]. An unarchived file is deleted on [host]. Some recorded data may be lost. Nortel TDM Recorder...
  • Page 103 September 2007 Alarm Name ArchiveDriveMissing ArchiveNewDriveDetected ArchiveWriteError ArchiveDriveClean ArchiveReadOnlyMedium ArchiveDatabaseError ArchiverStopped System Infrastructure Guide Configuring Level 1 Components Short Category Name Archiver Archive Drive Missing Archiver Archive Drive Deleted Archiver Archive Write Error Archiver Archive Drive Not Clean Archiver Archive Read Only Medium Archiver Archive...
  • Page 104 These channels will be disabled. The license for Capture on [host] is about to expire. Please renew your license as soon as possible. The license for Capture on [host] is expired. A new license is required. Nortel TDM Recorder...
  • Page 105 File error from Capture on [host]. [Error description]. A error occurred during recording on [host]. [Error description]. The TDM Recorder on [host] has received a Loss of Signal (LOS) alarm on framer [framer #], board [board #]. Please check the telephony cabling.
  • Page 106 [error description]. [Media/Calls Consolidator] on [host] encountered a database error processing file [file name]. [error description Media Consolidator on [host] is stopped or is unavailable. Workflow on [host] can not connect to database. Nortel TDM Recorder...
  • Page 107 September 2007 Alarm Name WorkflowConfigError MaintainerStopped WebServiceStopped LiveMonitorRecorderError System Infrastructure Guide Configuring Level 1 Components Short Category Name Workflow Workflow Config Error Workflow Workflow Maintainer is stopped or is unavailable. WebService Web Service Stopped Live Monitor Live Monitor Unable to Connect to Recorder Message...
  • Page 108 [host]. [Exception description]. No alarms are triggered in the past 24 hours. Failed to send email notification. Please check the status of the Recorder Manager server on [host] and the status of email server on [email server name]. Nortel TDM Recorder...

  • Page 109: Configuring Level 2 Component

    C h a p t e r 7 Configuring Level 2 Component In this chapter Enterprise Archive architecture System Infrastructure Guide...

  • Page 110: Enterprise Archive Architecture

    Enterprise Archive architecture After you have successfully configured Level 1 components in a Nortel TDM Recorder system, as described in the previous chapter, you have completed the basic configuration. You can then install the optional Enterprise Archive component. That component is described in the...
  • Page 111 Enterprise Archive Architecture Diagram Archive Description Nortel TDM Recorder supports multiple media drives local to the recorder that are under the control of the recording system. This allows the fully automated archiving of recorded data. Drives may be DVD, DDS4 Tape, or other suitable local archive media, including support for juke box design, as well as support for automatically loading sequential media.
  • Page 112 These components allow the Contact Archive front-end to archive a Contact to either DVD-RAM or a local or remote file system. Data is loaded as standard Java class libraries in the normal way into Contact Archive. Standard 3.0 Nortel TDM Recorder...

  • Page 113: Configuring Primary Recorder Components

    C h a p t e r 8 Configuring Primary Recorder Components In this chapter Overview Recorder architecture Recording Control Engine (Unify) Server Recorder Server Administration Server Typical recording scenario Collaboration recording System Infrastructure Guide...

  • Page 114: Overview

    Using non-proprietary hardware and software, the Nortel TDM Recorder offers a cost-effective solution that is adaptable to deployment in large, medium, and small enterprise environments. This chapter describes the primary components of the Nortel TDM Recorder architecture.

  • Page 115: Recorder Architecture

    September 2007 Recorder architecture The Nortel TDM Recorder is designed to record continuously and serve a variety of purposes that meet the diverse needs of customers. Recording is done by extracting voice data and metadata from voice cards and CTI adapters and persisting the data in such a way that it can be retrieved for whatever purpose;...

  • Page 116: Recording Control Engine (Unify) Server

    Recording Control Engine (Unify) Server The Recording Control Engine (also known as Unify) is the CTI integration software required for integrating Nortel TDM Recorders with private branch exchange (PBX) and Automatic Call Distribution (ACD) systems. Unify enables a connection to the switch. It handles information passed to it from sources that translate information into single packets of ASCII data, which are described as incoming messages to the Unify software.
  • Page 117 Examples of ways to interface to the switch include TCP/IP, RS232, and CT-Connect (a Middleware CTI Server). Unify interfaces with the customer's Ethernet network, and potentially with any application software, using the TCP/IP protocol. System Infrastructure Guide Configuring Primary Recorder Components...
  • Page 118 Enable Secondary Mode function within the Unify script to make the recorders that are currently connected to the server to switch to enter (or Unify Server Recorder. Standard 3.0 Recorder Hearbeat Functionality. Managed by Recorder Manager window Nortel TDM Recorder...
  • Page 119 September 2007 exit) VOX record mode. When the link between the source and PBX/ACD/ Network has been re-established, Unify can again take control of recording by disabling the secondary record mode with the Enable Secondary Mode function. Note: EnableSecondaryMode function must be coded into the script to enable VOX fallback.
  • Page 120 Hot Fail Over Unify script This software component allows installers to implement Hot Fail Over functionality. The script communicates with the Hot Fail Over application, sending it heartbeat messages. If the Hot Fail Over application detects that one of the Unify servers has failed, it directs the other Unify to take over.
  • Page 121 September 2007 Hot Fail Over Application This software component is a small executable program used to monitor the activity of two Unify Servers and enable a secondary Unify to control the Recorders should the primary Unify fail. The Hot Fail Over Application is typically deployed on one of the two Unify servers.
  • Page 122 5. The Primary Unify crashes. In this case the Hot Fail Over application is not immediately aware of the problem with the primary Unify. 6. The Hot Fail Over application senses that the primary Unify is down due to a ping timeout. Standard 3.0 Nortel TDM Recorder...
  • Page 123 September 2007 7. The Hot Fail Over Application signals Unify 2 to take control. 8. A CTI event comes in indicating the stop of the call in step #2. Only Unify 2 hears the event and processes it. Unify 2 updates its state tables. 9.
  • Page 124 5. Unify 1 (the primary Unify) server crashes. The Hot Fail Over Application is taken down with it. 6. Unify 2 senses that the Hot Fail Over Application is down due to a ping timeout. 7. Unify 2 decides to take control. Standard 3.0 Nortel TDM Recorder...
  • Page 125 September 2007 8. A CTI event comes in indicating the stop of the call in step #2. Only Unify 2 hears the event and processes it. Unify 2 updates its state tables. 9. Unify 2 sends the StopRecord event to the Recorder. 10.The Recorder responds with a Stopped message.

  • Page 126: Recorder Server

    Configuring Primary Recorder Components Recorder Server This section describes software components in the Recorder Server and includes the Capture Engine, Workflow Manager, Archiver/Storage, Consolidator/Database, Retriever, Configuration Web Service, and Disk Manager. The optional Live Monitor component (not shown) can also be included.
  • Page 127 September 2007 Recorder Server summary The following table summarizes how each server component is used. These are described in greater detail in later sections. Component Capture Engine Workflow Manager Archiver/Storage Consolidator/ Database Retriever Configuration Web Service Disk Manager System Infrastructure Guide Configuring Primary Recorder Components Description Interfaces with Unify to extract call data and metadata,...

  • Page 128: Administration Server

    Configuring Primary Recorder Components Administration Server The Administration Server typically includes the Viewer, Observer, and the Configuration Web Page in a Web Browser (used for system administration) software components. These are illustrated in the following diagram: Architecture eWare/Unify/Viewer Server Unify...
  • Page 129 September 2007 Administration Server description System Administrators or Supervisors use the administration server to view and monitor calls, and configure recorder components or the enterprise. A single administration server can be set up to administer a local system or multiple sites and recorders, such as in a large enterprise. Daily administration changes are made without interrupting recording or playback operations.
  • Page 130 Configuring the Supervisor or System Administration Server The Administration server, also known as the Supervisor’s server, is set up when the Nortel TDM Recorder is installed. Every recorder server has a Recorder Manager installed automatically so that any workstation that has Viewer installed can access the Recorder Manager, providing authorization has been granted to the administrator or supervisor (users).

  • Page 131: Typical Recording Scenario

    September 2007 Typical recording scenario Call recording begins with a CTI event being emitted from the CTI server. This event is processed by the Unify script, which communicates data to the Capture Engine. The Capture Engine passes the data to the Workflow manager and voice card for further processing.

  • Page 132: Capture Engine

    Unify to start, stop and tag calls. If the connection to Unify or the CTI server is ever lost, the Capture Engine implements fallback mode, where tap-sense is used to determine start and stop of Contacts. Standard 3.0 Nortel TDM Recorder...

  • Page 133: Workflow Manager

    NGA Capture Source The NGA Capture Source facilitates communication of call data and metadata to the Nortel TDM Recorder Capture Engine using the NGA Capture/TCP protocol. It does so through the NGA Capture interface to Unify by exposing a meta-tag tagging interface.

  • Page 134: Collaboration Recording

    MediaStore continues to archive to the proprietary ContactStore Tape archive, while the Nortel TDM Recorder archives to Tape or DVD storage using the non-proprietary Microsoft Tape API. This is shown in the...
  • Page 135 Collaboration description In the collaboration environment, all interfaces and components behave exactly as described in the Nortel TDM Recorder Recording scenario from the previous section, with the exception of the MediaStore recorder and the Recorder Manager/eWare2CC module used by Unify. Since the Recorder...
  • Page 136 Configuring Primary Recorder Components Standard 3.0 Nortel TDM Recorder...

  • Page 137: Setting Up Specific Recorder Components

    C h a p t e r 9 Setting up Specific Recorder Components In this chapter Overview Configuration architecture Configuration with Applications Portal Retriever architecture Disk Management architecture System Infrastructure Guide...

  • Page 138: Overview

    Archiving and Live Monitor functionality, which work independently of basic recording functionality. Specific Recorder components are described in the following sections: Configuration architecture Configuration with Applications Portal Retriever architecture Disk Management architecture Standard 3.0 Nortel TDM Recorder...

  • Page 139: Configuration Architecture

    September 2007 Configuration architecture Nortel TDM Recorder configuration architecture is used by the Recorder Manager and Enterprise Manager. Scalability of design allows it to be used to administer multiple sites and recorders, as well as be used locally. Configuration architecture is shown in the following diagram:...
  • Page 140 Setting up Specific Recorder Components Configuration description The Nortel TDM Recorder configuration mechanism comprises a set of web services exposed by the Recorder and a web application running on a Tomcat Web Server that is deployed on the Recorder. The web application is accessible from the Enterprise Manager as well as locally on the Recorder server.
  • Page 141 SNMP Application The SNMP Application interacts with all SNMP-enabled hardware and software in the enterprise to display configuration and status information. It also provides an integration interface to existing third-party software components, such as HP Open View, that might already be in place in larger organizations.

  • Page 142: Configuration With Applications Portal

    Setting up Specific Recorder Components Configuration with Applications Portal When the Applications Portal is added, the Nortel TDM Recorder configuration architecture has an additional component: the Applications Portal Server. This is shown in the following diagram: Configuration with Applications Portal...
  • Page 143 In many circumstances, it is desirable to have a single copy of Tomcat shared among multiple users on the same server. In the case of the TDM Recorder, Tomcat is used to distribute web services for each Recorder Manager instance in the organization. Tomcat is shown in the following...

  • Page 144: Setting Up Specific Recorder Components

    Setting up Specific Recorder Components Recorder Manager Services Server Application Components Auditing Service HTTP Proxy for External Hosts Tomcat Server Recorder Components Presentation Framework E-mail Notification Service Security Services for Ext. Users Recorder Web Services Adapter Standard 3.0 Nortel TDM Recorder...

  • Page 145: Retriever Architecture

    September 2007 Retriever architecture The Retrieval architecture in Nortel TDM Recorder uses HTTP retrieval protocol for the Search and Replay (Viewer) application to communicate with Enterprise Archive and the Recorder. Viewer reads from the database and from the Java Retriever, which reads the local disk buffer as well as archive storage.

  • Page 146: Retriever Description

    Retriever The Retriever component reads Contact data and metadata directly from the Recorder's disk buffer. It is referred to as a Java Retriever, as the software component is written in Java to interface with the Tomcat Web Server. The Retriever also exposes an HTTP-based Web Service that Viewer uses to retrieve call data, as well as delivering voice data to Viewer for replay and reads.

  • Page 147: Disk Management Architecture

    The Recorder uses a circular disk buffer to implement a policy that allows the Nortel TDM Recorder to continuously record without the hard disk filling up. This is accomplished by using a component called the Disk Manager, as shown in the following diagram:...
  • Page 148 Recorder, is updated to indicate that the Contact is no longer available on the local buffer of the Recorder. The Nortel TDM Recorder then updates databases with the new location of the Contact, which can be either the Calls database, the Media database, or an archive location.

  • Page 149: User Defined Fields

    C h a p t e r 1 0 User Defined Fields In this chapter Overview Understanding call data Recording format options Unify fields provided in the standard Recorder script Unify to Viewer mapping Attributes provided by Ai-Logix card model families Attributes provided by E1/T1 voice cards System Infrastructure Guide...

  • Page 150: Overview

    Overview This chapter describes associated and non-associated call data captured by the Nortel TDM Recorder and how they are related to user defined fields (UDFs). It describes the distinction between the two types of call data and the data sources, showing recording formats available, Recording Control...

  • Page 151: Understanding Call Data

    ID from the CTI system, to allow this non-associated data to be added to the call details. Associated call data, as in the following list, is used in the Nortel TDM Recorder environment through User Defined Fields (UDFs). The following...

  • Page 152: Recording Format Options

    This setting is generally used with the T1 protocol. Compressed voice at 16 Kbps. This can be selected for any protocol. Compressed voice at 8 Kbps. This can be selected for any protocol. Standard 3.0 Nortel TDM Recorder...

  • Page 153: Unify Fields Provided In The Standard Recorder Script

    September 2007 Unify fields provided in the standard Recorder script The following table describes which user-defined fields (UDF) are specified by the Unify script supplied with the TDM Recorder UDF Field in Unify Script Description udf1 udf2 udf3 udf4 udf5...

  • Page 154: Unify To Viewer Mapping

    ViewCSTDMCalls Viewer column name in ViewCSTDMCalls query CLI (Called Line Identifier) Extension Agent ID Trunk DNIS Direction Call ID Third Party Channel Name Spare3 Spare4 Spare5 Spare6 Spare7 Spare8 Standard 3.0 query is used. Nortel TDM Recorder...

  • Page 155: Attributes Provided By Ai-Logix Card Model Families

    September 2007 Attributes provided by Ai-Logix card model families The following table describes which attributes will be available based on the family of voice card chosen for recording. Different models in the same brand support the same attributes. Voice Card Caller Brand Digits...

  • Page 156: Attributes Provided By E1/T1 Voice Cards

    CAS/VOX CAS/CAS RBS/VOX RBS/CAS DASS2/VOX DASS2/ D Channel Legend: * Only available when present on trunk bearer channel # Only available when trunk span is configured to deliver this information Called Direction Standard 3.0 DTMF Digits CLI Nortel TDM Recorder...
  • Page 157 A p p e n d i x A Viewer and Vision Replay In this appendix Overview Call Redirection and Call Flows System Infrastructure Guide...

  • Page 158: Overview

    A quick reference summary is also provided. This information is described in the following sections: Viewer redirection Viewer replay order Viewer configuration database Call Flow scenarios Viewer and Adapters only scenario Call Flow guidelines Standard 3.0 Nortel TDM Recorder...

  • Page 159: Call Redirection And Call Flows

    September 2007 Call Redirection and Call Flows Call Redirection and Call Flows describes how each of the Search and Replay (formerly Viewer) and Call Visualization (formerly Vision) applications can redirect call replay requests from the call’s origin to systems closer to where the call was recorded. In this way, redirection minimizes the amount of voice data being transmitted over the WAN.
  • Page 160 If individual users are configured, they must be configured on all sites. Call Flow scenarios Viewer with Viewer and Adapters scenario The following shows Viewer centralized with Viewers and Adapters at each remote site Standard 3.0 Nortel TDM Recorder...
  • Page 161 September 2007 Site 1 Site 3 Web client A searches and plays a call from Site 3 through a central viewer: Call search, audit, and so on transacted through central Viewer server on site 2. Call is redirected to Viewer on site 3 when user requests replay. Call is pulled from the recorder, via the Adapter, compressed to Truespeech by the Viewer Server and streamed to WEB client A.
  • Page 162 The following shows Contact Viewer centralized with only Adapters at remote sites. Site 1 Site 3 Web client A searches and plays a call from Site 3 through a central viewer: Site 2 Replay LEGEND: Replay Nortel TDM Recorder Standard 3.0...
  • Page 163 September 2007 Call Search directly to eWare, audit and replay transacted through central viewer server on site 2. Call is pulled from the recorder, via the Adapter, compressed to Truespeech by Central viewer on site 2 and streamed to WEB client A. Web client B searches and plays a call from Site 1 through a central viewer: Call Search directly to eWare, audit and replay transacted through central...
  • Page 164 Vision client B searches and plays a call from Site 1 through a central viewer. Call Search directly to eWare, audit and replay transacted through central viewer server on site 2. Site 2 Vision LEGEND: Vision Nortel TDM Recorder Standard 3.0...
  • Page 165 September 2007 Call is redirected to Adapter on site 1 when user requests replay. Call is pulled from the recorder, via the Adapter and streamed to Vision client B. Centralized Viewer and Audio Server scenario The following illustration depicts a centralized Viewer with Viewer and Adapters at remote sites.
  • Page 166 WAN. Vision, Centralized Viewer and Audio Server scenario The following illustration depicts Vision with centralized Viewer and with only Adapters at remote sites. In this scenario, Audio Server is used for call replay. Standard 3.0 Nortel TDM Recorder...
  • Page 167 September 2007 Site 1 Site 3 Vision client B searches for call on Site 1 and replays via Audio Server: Call Search directly to eWare, audit and replay transacted through central Viewer server on site 2. Audio Server on Site 1 is asked to replay call by vision. Call is pulled from the recorder, via the Adapter, and played over the phone.
  • Page 168 Audio Server that may be co-located with the recorder that has the call. Centralized Viewer on Central Archive scenario The following illustration depicts a centralized Contact Viewer with Viewers and Adapters at each remote site. Calls are located only on central Archive with Redirection enabled. Standard 3.0 Nortel TDM Recorder...
  • Page 169 September 2007 Site 1 Site 3 Web client A searches and plays a call from Site 3 through a central viewer using Archive: Call search, audit, and so on transacted through central Viewer server on site 2. Call is redirected to Viewer on site 3 when user requests replay. Call is pulled from Archive, compressed to Truespeech by the Viewer Server and streamed to WEB client A.
  • Page 170 Viewers, Adapters and Archive scenario The following illustration depicts Viewers and Adapters at each site and calls located only on central Archive. Here, Viewer redirection is disabled. Site 1 Site 3 Site 2 Replay LEGEND: Replay Nortel TDM Recorder Standard 3.0...
  • Page 171 September 2007 Web client A searches and plays a call from Site 3 through a viewer using Archive: Call search, audit, and so on transacted through Viewer server on site 3. Call is pulled from Archive, compressed to Truespeech by the Viewer Server and streamed to WEB client A.
  • Page 172 2 and streamed to WEB client A. Web client B searches and plays a call from Site 1 through a central viewer: Call search, audit, and so on transacted through central Viewer server on site 2. Site 2 Replay LEGEND: Replay Nortel TDM Recorder Standard 3.0...
  • Page 173 September 2007 Call is pulled from Archive, compressed to Truespeech by central Viewer on site 2, and streamed to WEB client B. Vision and Centralized Viewer scenario The following illustration depicts Vision with centralized Viewer and with only Adapters at remote sites and calls on Archive. Site 1 Site 3 Vision client A searches and plays a call from Site 3 through a central...
  • Page 174 Call is pulled from Archive and streamed to Vision client B. Centralized Viewer scenario The following illustration depicts centralized Viewer with Viewer and Adapters at remote sites using Audio Server for the replay call of calls on Archive. Standard 3.0 Nortel TDM Recorder...
  • Page 175 September 2007 Site 1 Site 3 Web client B searches and plays a call from Site 3 through a central viewer using Audio Server: Call search, audit, and so on transacted through central Viewer server on site 2. Replay is redirected to Audio Server on site 1. Audio Server on Site 1 is asked to replay call, this gets call from Archive and streams to Audio server.
  • Page 176 Vision, Centralized Viewer and Adapters scenario The following illustration depicts Vision with centralized Viewer and with only Adapters at remote sites, using Audio Server for call replay. Site 1 Site 3 Site 2 Vision LEGEND: Vision Nortel TDM Recorder Standard 3.0...
  • Page 177 September 2007 Vision client B searches for call on Site 1 and replays via Audio Server (site1): Call Search directly to eWare, audit and replay through central Viewer server on site 2. Audio Server on Site 1 is asked to replay call by Vision. Call is pulled from Archive at Site 2 and played over the phone.
  • Page 178 As a result the call from archive will go over the Wan twice. If the amount of replay of Archive is small then this is not an issue. Nortel TDM Recorder...
  • Page 179 September 2007 Site Enterprise details Replay Multi-Site with all sites having recording Enterprise Replay at central site relatively high from archive. Note: If Citrix is implemented in the site then all Audio and GUI data will go via the main Citrix servers. Care needs to be taken in these implementations as voice data may go over the WAN a number of times due to this.
  • Page 180 Viewer and Vision Replay Standard 3.0 Nortel TDM Recorder...

  • Page 181: List Of Terms

    List of Terms Abbreviation for Automatic Call Distributor. A system used to distribute calls placed to a call center to Agents when they are free. The system manages customer queues to make this process as efficient as possible. Unlike a PBX, there are more inbound telephone lines than Agents.
  • Page 182 Call Detail Record, a switch-specific textual output that details information about a call. Often supplied via an RS232 port on the switch Abbreviation for Calling Line Identification. CLI presents the phone number of the calling party. Also known as Automatic Number Identification (ANI). Standard 3.0 Nortel TDM Recorder...
  • Page 183 September 2007 Contact Contacts occur whenever customers communicate with an organization. Customers call, email, and chat via the web with agents in the customer interaction center. Contacts are stored in contact folders for organization and efficiency of the system. While a contact can be accessed through more than one folder, there is only one instance of the content, thus minimizing storage requirements.
  • Page 184 DTMF digits are use to determine who the agent was calling. Enterprise The software enterprise management tool that allows you to Manager control all aspects of workforce optimization within an organization, such as adding workers and setting up sites and recorders.
  • Page 185 September 2007 Extension This refers to the telephone extension or line used by the party to be recorded or monitored. E1, J1 A trunk telephony interface that has 30 channels of voice. FirstMessage An attribute that only applies when using the NGX voice card to tap a digital extension.
  • Page 186 Extensions where contact recording does not occur only if the Extension first call event does occur on this extension. Typically, ignored extensions are used for Nortel TDM Recorder playback, to prevent re-recording of a contact. Interface The generic term that refers to the hardware cards that are used...
  • Page 187 (LAN) to capture data from the Graphical User Interface (GUI) of agent workstations. The LAN Data Adapter configures the LAN card data capture services for the Nortel TDM Recorder content storage subsystem. During system configuration, the LAN card and the workstation assign to the server a data connection through this adapter.
  • Page 188 Each Recorder Manager within an organization connects to, and can be controlled by, the Enterprise Manager Standard 3.0 Nortel TDM Recorder...
  • Page 189 September 2007 Role An Administrator assigns each user a role used to identify and grant access to applications’ features. Roles establish an important level of security, as they are assigned to users based on business need and function. Roles eliminate the need to assign duplicate security permissions to a user or a group of users.
  • Page 190 As a result, this is used sparingly, and only when it is more efficient to monitor in this way, or if the switch does not support Service Observe. Standard 3.0 Nortel TDM Recorder...
  • Page 191 September 2007 Switch Interface Unit. The system component that provides information from the phone switch. Switches are configured from the System Administration application by a system administrator. Station Side Term used to indicate passive tapping of the user phone lines or extensions rather than the incoming phone lines from the Public Switched Telephone Network (PSTN) to the PBX or ACD.
  • Page 192 (URI), whose public interfaces and bindings are defined and described using XML. Its definition can be discovered by other software systems. These systems may then interact with the web service in a manner prescribed by its definition, using XML- based messages conveyed by internet protocols.
  • Page 193 Index administration server Ai-Logix voice card voice card attributes Ai-Logix RTS alarming component alarms alarms summary analog voice card support analog voice card wiring application SNMP web configuration applications portal, configuration architecture administration server configuration disk management recorder retriever unify archive components contact...
  • Page 194 HP tape drives implementation CTI Servers network operating system physical connectivity server hardware voice cards implementation of TDM Recorder installation, voice cards java DVD java DVD and fileshare backends java retriever license validation licenses, configuring Nortel TDM Recorder Standard 3.0...
  • Page 195 September 2007 media database MediaDB playback MediaStore recorder network operating system NGA capture source bridge clips planning wiring wiring with punch-down blocks Y-Splitter observer in administration server operating system, network Panasonic DVD drives passive tap station-side recording passive tap trunk-side recording playback and recording playback from tape/DVD playing back a contact...
  • Page 196 VOX fallback VOX Only, wiring web configuration application wiring workflow manager XML specification Y-Splitter, NGX Ai-Logix RTS analog station-side bridge clips dual punch-down blocks station-side tapping voice cards Y-Splitter Nortel TDM Recorder Standard 3.0...
  • Page 198 The process of transmitting data and call messaging between the Meridian 1 and Nortel TDM Recorder is proprietary to Nortel Networks. Any other use of the data and the transmission process is a violation of the user license unless specifically authorized in writing by Nortel Networks prior to such use.

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