Call recording using ShoreTel TAPI-WAV is an elegant solution to replace traditional passive recording methods that use sniffing technology. Not only does the new solution provide a tighter integration with the ShoreTel system but it also eliminates the need for complicated port mirroring (SPAN) setup on network elements across the organization.
Network Administrators that have configured port mirroring for huge organizations with complicated networks would agree that setting up port mirroring to record all phones can often be a challenging and costly service.
Telrex's implementation of Call Recording using ShoreTel TAPI-WAV aims to eliminate this hardship for network administrators to enable devices for recording in a user-friendly and cost-effective manner from a central location.
The TAPI-WAV solution uses the ShoreGear switch's internal DSP resources to stream audio to the Quality Management Server. Note that the audio flows via the Shoregear switch to Quality Management. The audio stream is pre-mixed with the transmit and receive channels when it arrives at Quality Management. Quality Management would also receive call control details via TAPI. The audio streams are tagged with the call control information received and associated with a user by the Quality Management Server. Quality Management supports recording audio in G.711 Mu-Law, G.711 A-Law, and G.729A codec formats.
To set up Call Recording using TAPI-WAV, complete the following steps.
Install Call Recording according to the instructions in http://help.telrex.com/call_recording_40_Installation Guide.pdf.
Install the ShoreTel Remote Server as described in Installing the ShoreTel Remote Server on page 11.
Using ShoreTel Director, add the ShoreTel Remote Server installed on Quality Management as an Application Server.
Using ShoreTel Director, add a Route Point on the ShoreTel Server. Click Administration > Call Control > Route Points.
Change the Route Point Server field to point to the Remote Application Server installed in the Quality Management Server.
Assign a Class of Service that has Allow Recording of Own Calls enabled to all ShoreTel users that need to be recorded.
Set the Call Stack Depth on the configured route point to the maximum number of concurrent calls to be recorded on the Quality Management Server. ShoreTel TAPI/WAV can support up to 200 per route point. If more users need to be recorded concurrently, you will need to provision a Data Collector.
The Office Anywhere/Extension Assignment feature enables an off-site ShoreTel User to communicate with other entities as though they were communicating from within the organizations network. This would enable the remote phone to assume the identity of the extension and answer calls. Quality Management supports seamless recording of ShoreTel Office Anywhere calls; specifically Extension Assignment features.
ShoreTel TAPI-WAV does not support recording internal extension-to-extension calls. The audio that is to be recorded should be relayed via a Trunk.
ShoreTel TAPI-WAV does not support recording external calls relayed via SIP Trunks.
Quality Management does not support recording Find Me-Follow Me calls.
Quality Management does not support recording between internal and office anywhere extensions.
Currently, Quality Management supports a maximum of one Route Point per Server provisioned. ShoreTel TAPI-WAV limits 200 concurrent calls on a Route Point. This would limit the number of simultaneous users that can be recorded on a single Quality Management Server to 200. Additional users can be recorded by provisioning a Data Collector.
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