Quality Management Suite

Call Recording Frequently Asked Questions


Part 1:  General Technical Questions

Are the phone recordings stored in the SQL database?

No.  Only the call’s Meta data is stored in the SQL database such as the start time, stop time, Caller ID’s etc.  The recordings are stored as .wav files in a folder on the QMS server designated as the local storage area.

Do I need to keep the data logs? 

It is recommended that you should keep the data logs for the last 10 days as a minimum.  The data logs are used to help our support engineers find information on a problem that you might be having.  You can set to auto delete logs after 30 days.  Check out the online help document Managing Log Files.

My phone system logs do match my QMS Call Recording search.

Phone system logs show every call attempt including invalid calls and calls with no voice data.  QMS records legitimate calls.  For more information, see the Online help document Some Calls are not being recorded.

What ports does the QMS Software Use.  

QMSallRex uses multiple ports depending on the version.  For a complete list of ports and what they are used for please see our online help document Ports Usage

How can I restart QMS without rebooting?

You can restart the QMS Server by restarting the services. See the FAQ Article on Starting and Stopping QMS Services.

After a power outage, my QMS Server is not recording.

The Call Recording server may have booted up before your PBX or Call system.  You should try rebooting the QMS server as the first step.

After rebooting, if it is still not recording, check the QMS Services. See the FAQ Article on Starting and Stopping QMS Services Make sure that the services say “Started” or "Running".  If they are not started, try starting them from the bottom up.  If the Services say “starting” then you have a problem that will require help. If you cannot start the services, please contact Enghouse Interactive support.

My phone system rebooted and now QMS is not recording.

QMS may be out of sync with your phone system.  You can reboot the QMS server or just restart the QMS Services.  Starting and Stopping QMS Services.

What will happen if I change the IP address of the NIC properties on my QMS Server.

Changing the IP address or other NIC properties could stop the QMS Server from recording.  It is also possible that your QMS license could become invalid by making changes to your NIC’s.  You should always contact Enghouse Interactive Support before making changes to your server.

If you have made changes to the QMS server and it is no longer recording or is prompting you for a license, try undoing the changes and rebooting the server. 

Can the QMS CallRex Server record calls from more than one phone systems?

The QMS Server Recording Services can only record from one type of phone system.  However you can install multiple recording services on slave Servers that we call Data Collectors.  These Data Collectors can record different phone systems or protocols. See the KB article on using a Data Collector

Can I move the local storage area? 

The local storage area can be moved however the SQL database must be updated to tell QMS that the old wav files are in a new location.  You will the help of Enghouse Interactive Support. 

I moved the local storage area and now I cannot play my old recordings.

A Datasource ID in the SQL database keeps track of the location of the call recordings (wav files). This ID is in the form of a "hash" and not just as a url like C:\CallRex .  If the wav files are moved, this Datasource ID needs to be updated because the previously recorded calls will still have the old Data Source ID.  You will need the help of Enghouse Interactive Support to update the old Data Source ID. 

What is a Data Collector?

The QMS Server has three parts, a SQL Server, Data Service and a Call Recording Service.  A Data Collector has only the CallRecording Service. It records the phone calls and passes the meta data (ex: Caller ID, start time etc.) to a Data Service on a main Server.  This allows for calls to be recorded in multiple locations or with multiple phone systems and administered from just one location.  For more info see our KB on Data Collectors.

How big can my database get?

The maximum size of your database depends on the version of SQL that you are running.  For SQL express 2005, the upper limit is 4 GB.  For SQL express 2008, the maximum size is 10 GB.  If you have a full SQL server, there is no limit.

How do I back up my CallRex database?

The easiest way to back up your SQL database is to use the our DBUtility which is located in the Program Files / CallRex folder.

For information on using this utility, please see our KB article "
Backing up your CallRex database."

You can also backup the database by using Management Studio Express.  This should only be done with someone familiar with SQL and Management Studio Express.

What is port mirroring?

Port mirroring is the creation of a mirrored (passive) data stream that provides the rtp voice packets along with Call Control packets such as SIP or Skinny packets that originate from the PBX or Call Manager. See our KB article on  Port Mirroring.

How do I configure QMS to record extension to extension calls?

QMS records whatever is mirrored to it.  If you mirror the phones you will record everything the phone does, inbound, outbound and extension to extension calls.  If you mirror the PRI’s, you only get the inbound and outbound calls.  See our KB article on Port Mirroring.

What does QMS use the Windows Message Queueing (MSMQ) service for?

QMS  uses MSMQ to communicate between the Data Service and the Recording Service.  It provides buffering against data loss if one of the services goes down.  It is also used to communicate between other recording services at remote locations, that we call Data Collectors. 

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