Table of Contents MyCalls Call Recorder ....................4 MyCalls Licensing ..........................5 Call Recording Software Licensing ..................... 6 Call Recording Software version 4 Requirements ............7 Operating Systems ..........................7 Virtualised Environments ........................7 SIP Recording ....................... 7 USB Recording Units ....................7 Minimum PC Hardware Requirements ....................
Restoring Backups ....................60 Restore the Database ........................60 Restore The Audio Files ........................63 Exact Channel Mapping ................... 64 Single PRI Unit..........................64 Single BRI Unit..........................66 Single Analogue Unit ........................66 SIP Trunk Call Recording ......................... 66 Multiple Units ............................ 67 Multiple PRI Units ..........................
MyCalls Call Recorder MyCalls Call Recorder gives you the ability to record and playback trunk calls made on an SV9100 / SV8100 / SL Series PBX. The call recording software can record ISDN, SIP and analogue trunk calls. For ISDN calls, a recording unit is placed between the Network Termination Equipment (NTE) and the physical trunk card in the PBX.
MyCalls Licensing MyCalls Call Recorder requires a MyCalls Call Manager or MyCalls Call Centre license to be installed on the PBX. When you buy a call recording package, you will also receive a MyCalls Call Recording license based on the number of call recording channels you have. This license will need to be installed on the SV9100 / SV8100 / SL and read from the PBX using the MyCalls license manager.
Call Recording Software Licensing The call recording software requires a license before you can record any calls or open the calls application. An ‘Activation Code’ is supplied when a call recording package is purchased, during the licensing process this license becomes tied to the ‘Machine ID’ of the call recording server. In instances where many different call recorder packages are used, it’s possible to enter multiple activation codes.
Minimum PC Hardware Requirements The PC Hardware Requirements for the call recording server varies based on the call volume that is processed by the Call Recorder. Hardware Up to 250 calls per hour or Up to 500 Calls per hour or Over 2,000 Calls per hour Requirements 10 concurrent calls.
The following tables indicate the hard disk and partitioning requirements based on call volume, the disk sizes specified are a minimum and can be exceeded if desired. Up to 250 calls per hour or 10 concurrent calls – 1 Hard disk can be used and should be partitioned as below.
Installation Connecting the ISDN Call Recorder. The call recording unit can be rack mounted, free standing or mounted in a CD / DVD ROM bay of a PC. The patch leads connecting through the tap connector should each be no longer than 10 metres in length.
Connecting an Analogue Call recorder The Analogue call recorder has a different power supply to the other call recording units, ensure that the correct power supply is attached to the analogue call recording box. The analogue call recorder wiring should be connected by tapping into the line and presenting the two wires to an RJ45 socket on the front of the call recording unit.
Installing the Call Recording Software To install the Call Recording Software, extract the software to a location on the PC and run the ‘CallRecorder’ Icon. The installation will begin, click next to continue. 12 | P a g e...
The requirements page is displayed, to continue click ‘I understand the above requirements’ and then next. Note the requirements specified earlier in the manual should be used and not the ones shown in the screenshot. In the Collecting Information window, select ‘Install Server and Client’ and click next. 13 | P a g e...
Some pre-requisites may be installed at this point, click OK when prompted. Next, WinPcap, is installed, step through the wizard choosing the default options and complete the installation. 14 | P a g e...
Once WinPcap has installed, click Finish. Carefully read the license agreement, to continue check the ‘I Accept’ box and click next. 15 | P a g e...
Select the folder where the Call Recording components will be installed to. Select the ‘Data Storage Folder’, this is where the database will reside, for optimal performance select the disk / partition as described in Hard Disk Requirements. 16 | P a g e...
Select the ‘Audio Folder’, this is where the audio files will reside, for optimal performance select the disk / partition as described in Hard Disk Requirements. Select the ‘Temp Folder’, this is where the live calls will reside, once a call has finished it is compressed, encrypted and moved to the Audio folder.
Select the ‘SQL Server Root Folder’, this is where SQL Server backend components will be installed to. This should be installed on the same drive / partition as the operating system. The install will now progress. 18 | P a g e...
If an ISDN / Analogue recorder is being used then click OK at the Call Recorder Installer window. This appears before the installer package installs the USB driver. In the Windows Security Window, choose the option to ‘Install this driver software anyway.’ This will allow the drivers for the USB recording to be installed.
Choose where the Calls application will be installed to, this uses only a small about of disk space so it doesn’t really matter which drive / partition its installed to. The client application will then be installed. 20 | P a g e...
Once the installation has finished, the licensing screen is displayed. If the call recording server has access to the Internet then a license can be activated and installed here or you can click cancel and install the license later. It’s recommended that you read and understand the information in the ‘Licensing the Call Recording Software’...
Once the installation has completed, click finish. The installer will then start to install a patch, click OK when prompted to start installing patch 188.8.131.522. If the PC was restarted during the install then the installation of the patch will not start automatically. If this happens then it can be started by running PatchSetup.exe from the \Patch folder where the call recording software is unzipped to.
To confirm the patch has been successfully installed, open the calls application and check that the version number is 184.108.40.2064. 23 | P a g e...
Licensing the Call Recording Software From version 4 of the call recording software onwards, a license is required before any recording can take place or the software can be used. When you purchase a call recording unit, an ‘Activation Code’ is supplied at the same time.
To activate a new license, enter the Activation Code that you want to use and select a download mode. The two download mode options work as follows: Merge with Current License – This option will be used to combine multiple licenses together, for example if you had a SIP and ISDN recorder, you will need to enter both activation codes to get the correct number of combined licenses.
To review the license that has been installed, click back on the License Details page and you can expand the different licensable options that are installed. You also see which Activation Codes relate to those licenses. To merge multiple licenses together, repeat the process by clicking on the ‘Activate New License’ tab, entering a new Activation Code and clicking Activate New license.
Manually Activating a License Using the License Manager In circumstances where the Call Recording Server is not connected to the Internet, the license has to be installed using the ‘Offline Licensing’ method. This process involves getting the ‘Machine ID’ of the Call Recording Server and assigning it to the Activation Code on the Licensing Portal.
Click on the ‘Offline License’ button. On the License Offline download page enter the Activation Code and Machine Key and click the Download button. When prompted save the sense.lic file and take it to the Call Recording Server. If there are many different Activation codes that need to be applied to the license then you need to enter the Activation Code that the license will be merged with in the ‘Merge With’...
The second time around the Activation Code 2222-2222-2222 will be entered in the Activation Code box and the Machine ID in the next box down. You will also need to select the ‘Merge With’ option and enter the Activation Code 1111-1111-1111. The sense.lic file that is generated when you click the download button will contain the combined items from Activation Codes 1111-1111-1111 and 2222-2222-2222.
If the Call Recording Software is being installed on a PC that has different hardware and / or operating system then the original Activation Code will need to be reset so that it can be re-used. NEC will reset the Activation code(s) at no cost only for the following instances: 1.
Site/Customer/Partner Add the customer name or your site reference number (this is not Reference used by NEC and is for you to identify your customer). Alternative Contact Information Add any other contact details within your company that may be linked to this request.
Viewing and Updating your Requests You can add further comments to any of your open requests, but you cannot edit/delete the original request or any existing comments. From the BusinessNet Home page click to go to the Call Registration page. Click to view the progress.
Upgrading to Version 4 of the Call Recording Software. To upgrade to version 4 you will need to purchase an upgrade license, you should obtain this before starting the process. Previously there have been several releases of the call recording software, to upgrade to version 4, the version you are upgrading from needs to be on version 2.6.2 with patch 2005.
Once the installation has completed, the Options Screen is displayed, the installation can be licensed at this point, details of licensing is available in Licensing the Call Recorder Software. Un-check the option Run NEC Call Record now and click finish. 34 | P a g e...
The installer will then start to install a patch, click OK when prompted to start installing the patch. If the PC was restarted during the install then the installation of the patch will not start automatically. If this happens then it can be started by running PatchSetup.exe from the \Patch folder where the call recording software is unzipped to.
Click the icon to browse to the firmware file, this is located in the \firmware folder under the Installation folder where the main call recorder components were installed to. By default this is “C:\Program Files (x86)\NEC\CallRecorder\Bin\Firmware” 36 | P a g e...
Select the file in the firmware folder, if there is more than 1 file in the list then select the newest file in the list. Once the file is selected click the Update button and the software will update any call recorder that is connected.
Using ‘Calls’ To Login to the call recording software, click the ‘Calls’ shortcut from the desktop of the call recording server. The default username is ‘admin’ and password ‘callrecorder’. When logged into Calls, you will see a list of calls that have been recorded and some details about the calls.
Configuring Recording of SIP Trunks SIP trunk recording requires some configuration to allow calls to be recorded. In the Calls application, click Tools, Options and on the Special tab select the network card that is connected to the port mirror. The MAC Address of the selected network card will be displayed under the Network Devices Window.
The call recording software will use these IP addresses to determine the direction of the calls. In the example below, the port mirror is connected to a network card in the PC using the following network configuration: IP Address 10.0.0.10, Subnet 255.255.255.0, Default Gateway 10.0.0.1 Using a LAN Mask of 10.0.0.255 will allow communication from an address using a 10.0.0.x address.
Manually Pausing Recording Using DTMF Digits. Manual pausing of call recording using DTMF digits can be implemented on ISDN and SIP trunk call recording, pausing isn’t available on Analogue trunks. Pausing is a licensed feature and there is a separate license that will allow pausing from the PBX side and the outside caller. The purpose of the feature is to allow sensitive information not to be recorded.
Once the license has been installed then the feature has to be enabled and configured, this is done in Tools > Options > Server > PCI Compliance. The settings are described in the table below: Option Function Detect DTMF Check the box to enable the feature. commands Start Recording This is the DTMF sequence used by a user on the PBX to...
To save and apply the settings, click OK. The call recording service will need to be restarted to apply the setting. When the service is restarted, and calls that are being recorded at that time will not be available for playback. Auto Deletion of Calls By default ‘Auto Deletion’...
Keeping Calls for a Fixed Period Some businesses may only want to keep call recordings for a fixed period of time i.e. one month or one year. This option can be configured in the Calls application under the Archive > Scheduled Tasks menu. WARNING.
Storing Audio on a Network Drive By default, audio is stored on a local drive but it may be desirable to store it on some kind of network drive. If access to the network drive requires a username and password then these have to be entered in the call recording software.
For the settings to be applied, the recording service must be restarted. When the service is restarted, and calls that are being recorded at that time will not be available for playback. Once the service has restarted then it’s possible to check the new Audio folder is working by making a call and browsing to the UNC and seeing if the audio file is present.
MyCalls Configuration The following instructions are based around MyCalls Version 4.6. In older versions of MyCalls the call player is different, transfer leg navigation isn’t available and there are no options to configure exported call recording files and default file format. Before you can configure MyCalls to use call recording, you must have a call recording license installed.
To enable MyCalls to playback recorded calls, 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.
The call recorder will be listed in the Installed Call Recorder section. In the lower Trunk Licensing section, click the Call Recorder field next to each trunk and select the call recorder that will be associated with that trunk. To license each trunk for call recording, you will need to enable the check box in the licensed column.
If the test is successful then MyCalls can communicate with the call recording database. Click ok to clear down the message. Click OK twice to save the call recording configuration. Netlink and Call Recording When MyCalls is used with Netlink, there needs to be the appropriate MyCalls licenses installed on the SV8100/SV9100.
Configuring Call Recording Rules To exclude certain types of calls from being recorded, click the Recording Rules button in the call recorder configuration screen. Extensions, DDI’s, Callers, Trunks and Users can all be included or excluded from being recorded as required.
Call playback users and groups In Configure / Organisation users have to be enabled for call playback. To give a user the ability to playback calls, check the ‘Enable Call Playback’ box, to allow users to be able to export call, check the ‘Enable Export of Recordings’...
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 the drop down menu in the user column and select from the list. 53 | P a g e...
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.
Archiving Recorded Calls Archiving of recorded call is necessary in order to create backups of recorded calls and to prevent the hard drive on the call recording server from becoming full when auto deletion of turned off. With auto deletion turned off, the call recorder will keep on recording calls until there is 10GB of available disk space remaining on the PC.
Backup Folder The backup folder is the location from the call recording server that archives will be carried out to. This will be either the local folder accessible on the call recording server or the UNC of the PC that the calls will be archived to.
Volume Names When archives are configured to run, a backup volume name has to be entered. This backup volume name is appended to the backup folder name that is specified. If an archive was carried out for example for all call recordings in August 2008 then the volume name for that backup should be identified as something like Aug08.
Manual Call Recording Archiving Using MyCalls A manual archive can be instigated using the MyCalls backup facility. From the Configure / Telephone System / PBX select Call Recording and edit the call recorder configuration. From the call recorder configuration screen, click the Recording Backup button. In the ‘Backup Folder on Recording Server’...
Scheduled Archiving Scheduled archiving can be used to automate the archiving procedure. To enable a scheduled archive, select ‘Schedule a Backup of all Un-Backed up Calls’ and from the Schedule Task drop down menu choose how often the archive should run. In the Start Date / Time, enter when the schedule should run. If any errors are encountered during the archiving procedure they will be reported in the audit login in MyCalls.
Restoring Backups A backup can be restored using the Calls application, databases can only be restored on the same level of software that they were taken on. For example if you have taken a backup in an older version of the Call Recording Software, it could not be restored into 4.
The file will be named Fullbackup followed by the date and time. Once the file has been selected click the ‘Restore’ button. Click ‘Yes’ to start the restore process. 61 | P a g e...
The Restore process will begin, when it is finished confirmation will be displayed in the lower part of the window. The database will then be restored and you will be able to search for calls that would have been in the backup.
Restore The Audio Files To start restoring the audio files, from the Archive menu select Restore / Calls. Browse to the location where the audio files that need to be restored and click ‘Restore’. The files will be restored, a confirmation message will be displayed once it has completed. The restore process will now be complete and you will be able to playback files from the Sense Call application.
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.
Alternatively, 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. SV8100 / SL Trunk Unit ID Port ISDN Channel Number 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.
Single BRI Unit The same concept applies to Basic rate, with a single BRI unit 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 0.
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 0, 1, 2, or 3 as applicable. By default each unit comes with unit ID 0. To check or change the CSID of a unit, open the Calls application and from the Box Menu, select Device Options.
Multiple PRI Units A maximum of 4 PRI units can be installed with MCCR. Each unit must be given a unique CSID’s from 0-3. This example assumes the PBX has 4 primary rate cards installed with the trunk numbers running sequentially from 1-120 SV / SL Trunk Unit ID...
Multiple Analogue / BRI Units A maximum of 6 BRI or 6 Analogue units can be installed with MCCR. Each unit must be given a unique CSID’s from 0-5. This example is for the first 3 units and it assumes that the trunk numbers running sequentially from 1-24.
Stop / Start Call Recording Stop / Start Recording is a licensed feature in MyCalls and allows part of a call recording to be silenced for a period of time. This is usually required when a user is taking sensitive information such as credit card details from a caller.
Once a user has been enabled for Stop / Start Recording and they login to one of the MyCalls Application, they will see the Stop / Start Recording Button. The button will change colour based on the status of the extension. When the button is greyed out the extension that the MyCalls user is logged onto is not on a call.
Stop / Start Recording Client The Stop / Start Recording Client is a separate application that runs in the system tray independently from the other MyCalls applications. The client can be installed as part of the MyCalls Client installation and can be added to the Client Installer, further information on how to install the client is available in the MyCalls Installation manual.
Assigning Windows User to MyCalls users When the Stop / Start Recording client starts, it looks at the user that is logged on to the PC and then looks to see if the user is assigned to any MyCalls users. If this is the case and MyCalls can match the two together then it will logon to the Stop / Start Recording application with the assigned MyCalls user.
Automatic Stop Start Recording Call Recording can also be stopped and started automatically based on a user having a certain application in view or by being in a particular field being selected in an application. There are many different applications that a user may want to integrate with, for this reason there is a test application available.
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