Configuring a Call Recording Service

To configure a Call Recording Service, complete the following steps.

  1. In the navigation pane, select Administration > Services. The Services page displays. This lists the Call Recording Services that are running, and summarizes the following information about each:

    • Service Type - the type of service.

    • Host - the hostname of the network device hosting the service.

    • PBX Type - the manufacturer, protocol, or programming interface of your switch, so that Call Recording Services can recognize the packet structure of the call data you want to collect.

    • Local Storage Location - the folder on the local server in which to store the call records.

    • Remote Storage Location - the UNC path of the remote system to which to copy call records.

    • Last Contact Time - the time that the Data Service last received a notification from this service. If more than a specified period elapses since the Data Service was last contacted, this time is displayed in red to indicate that there may be a problem with the service or the network connection to it.

  2. Select the service to configure and click the Editbutton. As required, edit the data.

    • Service Details

      • PBX Type

      • PBX IP Address

      • Address override - this IP address is used when the Host address is not directly reachable. Leave this blank if you do not need an override address.

      • Secondary Endpoint Subnet (only available if the PBX type is Cisco, which allows two device endpoints per extension) - enter the subnet used by the secondary endpoint.

      • Switch Name (only available if the PBX is Avaya DMCC) - Enter the connection Name for the connection between Avaya AES server and the Avaya CM.

      • AES/DMCC IP Address (only available if the PBX type is Avaya DMCC) - Enter the IP Address of the AES Server that is running the DMCC service.

      • DMCC Port (only available if the PBX type is Avaya DMCC) - Enter the port that the DMCC service is running on.

      • User Name (only available if the PBX type is Avaya DMCC) - Enter the name of the Avaya AES CT User that Quality Management Suite will use.

      • Password (only available if the PBX type is Avaya DMCC) - Enter the password for the Avaya AES CT User.

      • Use Secure Socket (only available if the PBX type is Avaya DMCC) -Check this box if Quality Management Suite will use a secure socket to communicate with Avaya DMCC.

      • Starting Audio Port (only available if the PBX type is Avaya DMCC) - Enter the starting port to use for receiving audio from Avaya DMCC. Each Quality Management Suite user will be assigned a port starting with the value entered.

      • CTC Host Name (only available if the PBX is Avaya CS1000) - Enter the DNS resolvable host name or the IP address of the CTI-Connect server.

      • CTC Link Name (only available if the PBX is Avaya CS1000) - Enter the name of the link instance configured in CTI Connect for the connection to the Avaya CS1000.

    • Notifications

      To send Recording Service Notifications to the Windows Event Log, complete the following steps.

      1. You can choose to send Recording Service Notifications to the Windows Event Log, to an Email Address list, or both. Click the Windows Event Log Alerts check box, Use Emails Alerts, or both.

      2. When you select the Use Email Alerts check box, you will be asked information about the Mail Server that will be sending the Recording Service Notifications.

      3. Enter in one or more Email Address(es) that should receive Recording Service Notifications, separate by commas.

      4. Select the language in which Recording Service Notification alerts should be sent.

      5. If the SMTP Server requires the user sending the emails to be authenticated, then check the SMTP Server requires authentication check box.

      6. Enter in the account (user name) and password required by the SMTP Server, if necessary.

      7. ClickSave to record any changes to the database.

    • Storage Policy

      • Local Storage Location

      • Notify when drive is [] % full - when the local storage drive is this percentage full, send an email notification to the designated address.

      • Transfer files to a remote storage location - check this box to enable the transfer to call record files to the remote store.

      • Remote Storage Location

      • User name and Password - the User name and password for accessing the data in the remote store. The User name should be entered as: Domain\Username or WorkgroupMachineName\Username.

    • High Availability

      1. [ ] Enable High Availabilty - Check this box to configure a clustered pair of Call Recording Servers. A high availability license must be installed in order to create a cluster
      2. Node Name: Enter the Node name you give to the High Availability Cluster. In a High Availability environment, users should be assigned to the Node name (versus a specific Recording Server name).
      3. Primary Node: Select from the pair of Recording Server names which one will operate as the *Primary* node.
      4. Secondary Node: Select from the pair of Recording Server names which one will operate as the *Secondary* node

      Note: No more than two recording servers may be part of a cluster at the same time.

       

      Schedule

      • Transfer immediately after recording - check this box to transfer data from the local store to the remote store as soon as it is recorded. Otherwise de-select the check box and specify a Start time to begin transferring data and the day(s) of the week on which to transfer the data. You can assign a non-zero value to Only transfer files older than [] days to prevent files younger than that from being transferred.

       

      Assign Concurrent User Licenses (Section only appears when QMS Server has Concurrent Recording licenses assigned)

      • Assign [] concurrent call recording user licenses to this recording service – specify the number of concurrent (per-seat) call recording licenses that this recording service has available.

      • Assign [] concurrent Screen Recording user licenses to this recording service – specify the number of concurrent (per-seat) Screen Recording licenses that this recording service has available.


  3. Click the Save button to save the settings for the service.

See Also:

Deleting a Call Recording Service