QMS Configuration

Each Call Recording Service that will receive and process packets from a QMS Packet Forwarding Service will contact the Packet Forwarding Service and request one or more packet streams. The details of where the Packet Forwarding Service is hosted and which packet streams a Call Recording Service wants to receive are specified in the configuration file of the Call Recording Service. The configuration file is located in the Call Recording installation directory, for example: C:\Program Files (x86)\QualityManagementSuite\CallRecordingService.exe.config. A single Call Recording Service can subscribe to feeds from up to 99 Packet Forwarding Services. Likewise, a single Packet Forwarding Service can send feeds to any number of Call Recording Services.

All of the settings related to the Packet Forwarding Service in the Call Recording Service configuration file are located in the <appSettings> section of the file. There are two settings that apply to the behaviour of packet forwarding generally and nine that are specified for each Packet Forwarding Service a Call Recording Service will communicate with, these are referred to as general settings and instance settings respectively. There is a group of instance settings for each Packet Forwarding Service a Call Recording Service receives packets from, each instance setting is prefixed by CallRexPacketForwardingServiceN where N is a number that names the group the setting belongs to. A Call Recording Service can subscribe to three different packet feeds from any packet forwarder, these feeds represent an audio stream, a call control stream and a secondary call control stream. Each stream a Call Recording Service subscribes to is defined by a port and optionally a network interface card name. The streams a Call Recording Service subscribes to are based on the configured PBX type.

General settings

  • PacketForwardingOnly: Set this value to true if the Recording Server only receives packets from QMS Packet Forwarding Services, and will not look for packets on the local network interface cards.

  • NumInstancesOfCallRexPacketForwardingService: Set this to the number of QMS Packet Forwarding Services that will send packets to the Call Recording Service. Valid values are 0-99.

Instance settings

  • CallRexPacketForwardingService1.CRPFSIPAddress: The IP address of the QMS Packet Forwarding Service machine. This address is used for Wcf communications between the Call Recording Service and the QMS Packet Forwarding Service.

  • CallRexPacketForwardingService1.CRPFSPort: The port the QMS Packet Forwarding Service is configured to receive Wcf communications on.

  • CallRexPacketForwardingService1.ListeningIPAddress: The IP address of the local network interface card where packets will be received. This is the IP address the Packet Forwarding Service will address forwarded packets to.

  • CallRexPacketForwardingService1.CRListeningPort: The port number used to listen for audio packets on the named ListeningIPAddress. This is set for all PBX types. The port assigned here needs to be opened for inbound connections on the server running the QMS Recording Service.

  • CallRexPacketForwardingService1.CRPFSInboundNicNameCR: Optional. The name of the network interface card on the Packet Forwarding Service host to capture audio packets on. If not set the default set at the Packet Forwarding Service is used.

  • CallRexPacketForwardingService1. CCListeningPort: The port number used to listen for call control packets on the named ListeningIPAddress. This is set for PBX types SIP, Cisco CUCM, NEC SV8100/8300/8500, and Cisco SCCP+SIP. The port assigned here needs to be opened for inbound connections on the server running the QMS Recording Service.

  • CallRexPacketForwardingService1.CRPFSInboundNicNameCC: Optional. The name of the network interface card on the Packet Forwarding Service host to capture call control packets on. If not set the default set at the Packet Forwarding Service is used.

  • CallRexPacketForwardingService1. CCListeningPort2: The port number used to listen for secondary call control packets on the named ListeningIPAddress. This is set for the PBX types: Avaya IP Office, NEC SV8300/8500, and Cisco SCCP+SIP. The port assigned here needs to be opened for inbound connections on the server running the QMS Recording Service.

  • CallRexPacketForwardingService1.CRPFSInboundNicNameCC2: Optional. The name of the network interface card on the Packet Forwarding Service host to capture secondary call control packets on. If not set the default set at the Packet Forwarding Service is used.

  • CallRexPacketForwardingService1.ForwardLoopbackAudio: Optional. True/False. If true audio packets from the loopback adapter on the packet forwarding host will be forwarded to QMS. Forwarding loopback traffic requires Npcap be installed with loopback support enabled, Wireshark should be able to capture from "Adapter for loopback traffic".

  • CallRexPacketForwardingService1.ForwardLoopbackCallControl: Optional. True/False. If true call control packets from the loopback adapter on the packet forwarding host will be forwarded to QMS. Forwarding loopback traffic requires Npcap be installed with loopback support enabled, Wireshark should be able to capture from "Adapter for loopback traffic".

If this Call Recording Service receives packets from a second Packet Forwarding Service all the instance settings are repeated with prefix CallRexPacketForwardingService2 and an appropriate value. A Call Recording Service can receive packets from up to 99 forwarders. It is possible for many Packet Forwarding Services to send streams to the same IP address and port locally. For example, two services may both name the same ListeningIPAddress and CRListeningPort the stream from both forwarders will be sent to the same local endpoint.

A Call Recording Service must be restarted after a configuration change has been made for the change to be applied.

Consolidated Call Recording Log Messages

When the QMS Packet Forwarding Service is used in conjunction with Call Recording, the Packet Forwarding Service will write certain messages to the Consolidated Call Recording log. These messages can indicate errors, such as loss of network connection (error sending heartbeat) or failure to update a filter string. The messages can also be informational such as sending a heartbeat or filter update.

Call Recording Event Log Data

Installing the QMS Packet Forwarding Service creates a new Event Log called QMS Packet Forwarding Service, following the Applications and Service Logs folder in the Event Viewer. Entries written to this log can be informational or indications of an error. For example, the informational entries will be written:

  • When the QMS Packet Forwarding Service starts or stops

  • When there is a copy of the data in the application config file, which can be used to verify the number of filters is correct, as well as the count and the values of the destination IP/port pairs

  • When a successful packet filter updates

Errors found in the Event Log include the following issues:

  • Loss of network connection (heartbeat)

  • Destination IP/port collisions (duplicate pairs)

  • More filters or destinations defined than are allowed

  • Invalid packet filter

  • Updating packet filter strings

  • Duplicate packet filter strings

The Event Viewer log is one of two main sources of information to look at when diagnosing a problem. The other source of information is the Consolidated Call Recording log, which the Packet Forwarding Service uses to record various messages when connected to a Call Recording Installation.

QMS Packet Forwarding Service Log

One other diagnostic tool is the log file created by the QMS Packet Forwarding Service itself. This file is not created by default, as it can quickly grow to a great size, depending on network traffic, and is normally used for troubleshooting purposes only. It contains various messages, including a verification of the application config file, loss of network connection, and others. See Configuration File Settings for a description of how to enable this log file.