Full-time Recorder System Administration Guide Release 7.8.
© 2008 Verint Systems Inc. All Rights Reserved Worldwide. Confidential and Proprietary Information of Verint Systems Inc. The Verint Systems Inc. products are protected by one or more of the following U.S.
Contents About This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Intended Audience for This Guide . . . . . . . Summary of Information Included in This Guide . . Related Documents . . . . . . . . . . . . Conventions Used in This Guide . . . . . . . . If You Need Help . . . . . . . . . . . . . Before You Contact Technical Support . . . . . . . Contacting Technical Support . . . . . . . . . Verint Witness Actionable Solutions Website and the Telephone . . . . . . . . .
Configuring Screen Recording . . . . . . . . . . . . . . . . . . . . . . . . . . 105 Configuring Centralized Archiving . . . . . . . . . . . . . . . . . . . . . . . . . 106 Using Voice Cards, NICs and Analyzer . . . . . . . . . . . . . . . . . . . . . 109 Configuring Voice Cards . . . . . . . . . . . . Performing General Voice Card Tasks . . . . . . . . . Configuring T1/E1 Voice Cards . . . . . . . . . . . . Configuring PCM32 Voice Cards . . . . . . . . . . . . Configuring NGX Voice Cards . . . . . . . .
Contents Alcatel Omni PCX 4400 via TSAPI . . . . . . . . . Aspect Event Bridge . . . . . . . . . . . . . . . Concerto for Aspect Unison/Ensemble/Ensemble Pro Aspect Contact Server (Portal) . . . . . . . . . . Avaya Definity G3/S8x00 via TSAPI . . . . . . . . Avaya DLG Adapter . . . . . . . . . . . . . . . Avaya PDS 12 and 3.0 . . . . . . . . . . . . . . Avaya ASAI via CVLAN Adapter . . . . . . . . . . BT Integration . . . . . . . . . . . . . . . . . Cisco CallManager with JTAPI . . . . . . . . . . .
System Administration Guide © 2005 - 2008 Verint Systems Inc. Confidential and Proprietary Information of Verint Systems Inc. All rights reserved, worldwide.
About This Guide The About This Guide section provides you with details about the guide’s audience, a summary of each chapter, navigation aids, and where to find additional resources and help.
Intended Audience for This Guide Intended Audience for This Guide This document is intended to be used by system administrators involved with the configuration, management, and maintenance of the Full-time Recorder. It is intended to be used also by enterprise administrators and system integrators who set up a recording system for an organization. System Administration Guide © 2005 - 2008 Verint Systems Inc. Confidential and Proprietary Information of Verint Systems Inc. All rights reserved, worldwide.
Summary of Information Included in This Guide Summary of Information Included in This Guide This guide provides the following information: Chapter title Description Chapter 1: Getting Started, Describes how to log in and how to create users. Chapter 2: Working with Components, page 37 Describes Recorder components and how to configure them. Chapter 3: Using Voice Cards, NICs and Analyzer, page 109 Shows how to configure voice cards and network interface cards.
Summary of Information Included in This Guide If your server has one or more roles other than Recorder, you may refer to information on specific areas, as shown in the following table: Server Role Centralized Archiving Refer to these sections: z Managing Archive Drives on page 66 z Configuring Centralized Archiving on page 106 z Monitoring Components with Alarms on page 184 z Alarms Summary on page 244 z Correcting Checksum Mismatches on page 259 See also the Centralized Archiving Installation
Summary of Information Included in This Guide The following tabs appear in Recorder Manager (RM) when the indicated server role is installed on its own. The Screen Recorder role is not shown as it is the same as the respective TDM or IP Recorder.
Related Documents Related Documents The following documents are referenced in this document.
Conventions Used in This Guide Conventions Used in This Guide The following two tables describe some of the conventions that are used in this document: z z The Standard Conventions table highlights conventions used to describe user interaction, as well as special notations The Information Icons table describes the icons used to highlight information of special interest to the user Standard Conventions Area Description Menu Items Menu items are highlighted in bold as in the following example: From the
Conventions Used in This Guide Information Icons Icon Type Function Note Important details that we want to make sure that you do not overlook. Tip Helpful hints that can improve the efficiency or effectiveness of your work. Caution Advice that can help you avoid undesirable results. Warning Situations that can result in: z z z Harm to software Loss of data An interruption in service System Administration Guide © 2005 - 2008 Verint Systems Inc.
If You Need Help If You Need Help Our goal at Verint Systems is to provide you with the best products backed by a high quality support network with a variety of resource options. These include: z Verint Systems website and Customer Interaction Center (CIC) z Telephone z E-mail z Direct Internet FTP z Other support and training alternatives Before You Contact Technical Support Help from Technical Support is as near as your keyboard or telephone.
Contacting Technical Support Contacting Technical Support Once you have determined that you need technical support, and you have gathered as much information as you can based on the checklist, the following provides a list of the various support options and alternatives: Verint Witness Actionable Solutions Website and the Customer Interaction Center (CIC) This facility allows users worldwide fast access to product information, marketing and sales information, information about the company, technical docum
Contacting Technical Support Email If you are a new customer and need a logon ID and password, you can e-mail support@witness.com to obtain your new logon information. Direct internet FTP This facility greatly speeds up transfer of new and upgraded software to all Witness Systems customers. Contact us for more information about access to Direct Internet FTP services.
Contacting Technical Support System Administration Guide © 2005 - 2008 Verint Systems Inc. Confidential and Proprietary Information of Verint Systems Inc. All rights reserved, worldwide.
Chapter 1 Getting Started Getting Started describes the processes of logging in and setting up users on the local Recorder. Getting started is described in the following topic: z Setting Up For information on setting up the enterprise using Enterprise Manager, refer to the Enterprise Manager Administration Guide.
Chapter 1 Getting Started Setting Up Setting Up Setting Up describes logging into the system and creating authorized users. This is described in the following topics: z Logging Into the System z Configuring the Recorder License z Creating Users z Using System Logs z Using Help Logging Into the System Logging in describes procedures for logging into the Recorder Manager and setting user preferences. Procedures are the same for first time login and your every day login.
Chapter 1 Getting Started Setting Up Setting User Preferences Set system preferences to establish the global settings for Recorder Manager. The fields presented in this screen result from the preferences established within the Workforce Optimization application. To complete the General area: Complete the General Preferences area to choose language and time preferences by doing this: 1 For Default Language (where available) choose a language. Default is English (US).
Chapter 1 Getting Started Setting Up 3 For Repeat Header Every N Rows, type a number that indicates how the number of rows before your header repeats. For example, choose 25 and the header will appear every 25th row. 4 For Default Rows on a Page, type the number of rows shown in a page, such as 25. Then 25 rows will show in each page. Recorder Manager uses pagination (that is, a separate page) to show the data in multiple pages. Caution: Do not select a large number of records in a page.
Chapter 1 Getting Started Setting Up Configuring the Recorder License Recorder licensing is designed to provide the maximum amount of flexibility in terms of license coverage. You can have one of the following license types: z z Temporary. This is a 10-day trial license that licenses up to a maximum of 400 concurrent recordings. Recordings during this time are maintained, that is, kept on file, when you upgrade to a full license. Full.
Chapter 1 Getting Started Setting Up alarm is triggered. This alarm warns you that you are approaching the real license limit (but have not yet exceeded it). When contact recording number 101 appears, the Recorder does not record it, and the alarm License Max Limit Reached is triggered. There are times when the soft limit may be of no value. If you have a TDM Recorder, you may have purchased a concurrent recording license equal to your number of channels.
Chapter 1 Getting Started 4 Setting Up In the Site License window do one of the following, and then click OK: z To install a temporary, 10-day license, click 10-Day Trial License. z To install a permanent license, select License. A different window displays according to your selection. 5 If you choose the 10-Day Trial License option, enter the serial number supplied or enter a pre-determined 6-digit serial number in the range 600000 - 699999.
Chapter 1 Getting Started 7 Setting Up Click Activate. Re-activating a Recorder license Use the re-activate license method for updating your software license to activate a full license based on a temporary one, or when upgrading the features in your license, such as adding more channels or adding screen recording. To re-activate a Recorder license: 1 In Recorder Manager click System > License. The License screen displays. 2 Copy the Activation Key field, and then click Update.
Chapter 1 Getting Started Setting Up Creating Users Add or delete users of the Recorder to authorize access with full privileges by designated individuals. You can also assign and change passwords. You need to have a login with User Administrator privilege to create other users. The Superuser login by default has this privilege. If a user does not have User Administrator privileges, they can see only their own name and can only change their own password.
Chapter 1 Getting Started 2 Setting Up Do one of the following: z Click Create, and then create users as described in Adding Users on page 28. z Select a username, and then click Edit or Delete. z To change a password, select a username, and then click Edit. It is recommended that you change the default superuser password after logging in for the first time, as described in Adding Users on page 28.
Chapter 1 Getting Started 2 Setting Up Complete the User fields as follows: Field Description User Name Type the username of the user, such as admin or jsmith. Password Click the folder icon to show the Password screen then type a password. The password should be secure and not easy to guess. Password fields are case sensitive. User Administrator Check to indicate that this user has the status of User Administrator.
Chapter 1 Getting Started Setting Up Changing a Password Reset a password to assign a new password or replace a forgotten or lost password. User Administrators can change passwords for anyone. Users who are not designated as User Administrors can only reset their own password. To change a password: 1 Click System > Manage User. 2 Select the username of the password to be reset, and then click Edit. 3 Click the folder icon beside Password.
Chapter 1 Getting Started Setting Up To set the log configuration: 1 Click System > Log > Log Manager. The Log Manager window displays. 2 Review fields according to the following: 3 Item Description Log Server (dropdown menu) Shows the server(s) in which the log files are being configured. For example, shows Localhost if you accessed Log Manager from a local Recorder Manager, or shows a list of selectable Recorder servers, if you accessed Log Manager from Enterprise Manager.
Chapter 1 Getting Started Setting Up System Log Viewer Configuration Use this page to configure and view your System Log. These settings filter the information displayed in the Log. The application records all actions that will result in a modification or change to the configuration. An administrator accessing a configuration is not logged. The application also logs all error and warning conditions that occur within the Recorder Manager application.
Chapter 1 Getting Started Setting Up The category is a specific Java class name that logged the error. For example: ejb.bpx.am.msgProcessor.MessageQueueConnector 7 Type the component to filter by. Leave the field blank to display data for all message components. The component is the package or area of the application that contain the class that logged the error. For example: web.bbm, bpfx, ejb.am 8 Type the number of lines to be displayed at one time.
Chapter 1 Getting Started Setting Up Review information in the Log Viewer window according to System Log Viewer Configuration on page 32. 2 z z z z Do one of the following: Click Restart to return to the beginning of the page. Click Next to review the next batch of messages on the page, (instead of using the scroll bar to view the additional messages). Click Configure to return to the Log Viewer window, as described in System Log Viewer Configuration on page 32.
Chapter 1 Getting Started Setting Up 2 Complete the Customize window by clicking the left/right arrows to move Available and Selected Properties, or by clicking the up/down arrows to rearrange the sequence in which the log file properties display in the log viewer. 3 Click Save to save the default customization, or click Save As to save as a different name that will appear as a menu item in the Customize drop down. Using Help You can access help through online help or by referring to this guide.
Chapter 1 Getting Started Setting Up To view related topics: 1 In any window, click Help. The help topic for that window displays. 2 Click the Related Topics icon at the bottom of each topic window. This icon also appear in the upper right side of the menu bar. 3 Click a topic in the Related Topics window to launch help on that topic. To use the help table of contents: 1 In any window, click Help. The help topic for that window displays.
Chapter 2 Working with Components Working with Components describes how to configure, manage, and monitor each of the Recorder’s system components, excluding voice cards, and NICs, using the Recorder Manager. To perform any of these tasks you must be authorized to access all features.
Chapter 2 Working with Components Configuring Integration Service CTI Adapters Configuring Integration Service CTI Adapters Configure your Integration Service CTI adapter to set up the connection between the Data Source (your switch or PBX) and your Recorders. By configuring your adapter in Recorder Manager (RM), you are creating a link to a CTI Server and associating it to a Data Source configured within Enterprise Manager (EM).
Chapter 2 Working with Components Configuring Integration Service CTI Adapters Selecting your CTI Adapter Select your CTI adapter to configure an adapter that is compatible with your switch. CTI adapters that you can create are listed in alphabetical order. After creating the adapter, it appears in the left pane along with its current status. To select your CTI adapter: 1 Click System > Integration Service and then click Create.
Chapter 2 Working with Components Configuring Integration Service CTI Adapters Viewing CTI Adapter Details View CTI adapter details to obtain additional information on the basic properties of CTI adapters. Properties include status, adapter type, startup type, and Data Source. Data Sources are configured in Enterprise Manager. To view CTI adapters: 1 Click System > Integration Service, and then click the right-pointing arrow in the centre of the screen. The Adapter (left) pane displays full screen.
Chapter 2 Working with Components 3 Configuring Integration Service CTI Adapters Click the left-pointing arrow (circled) to return the screen to the original bi-pane display. Creating and Editing Adapter Settings Create or edit your CTI adapter to provide settings, such as a username or Data Source, for your Integration Service. Settings vary by adapter. These settings are then used to link your Data Source to the Integration Service of your recording system.
Chapter 2 Working with Components Configuring Integration Service CTI Adapters Starting and Stopping Adapters Start and stop adapters to control the ability of a selected CTI adapter to participate in the recording process by starting and stopping the connection between the PBX/switch and the Recorder. The displayed status of the adapter, either Automatic, Manual, or Disabled, determines the start and stop options. To start and stop adapters: 1 Click System > Integration Service > Settings.
Chapter 2 Working with Components 3 Configuring Integration Service CTI Adapters Choose an external name for custom attributes according to the following: Attribute Description PauseDuration The pause duration in seconds CallRef The reference number of the call CalledParty The identification of the called person in the case of a Cisco switch CalledPartyName The name or Agent ID of the called person in the case of a Cisco switch. CallingPartyName The name of the party that initiated the call.
Chapter 2 Working with Components Configuring Integration Service CTI Adapters Attribute Description CallId The identification of the call in the switch queue. AgentID The logon ID of the agent NumberOfConference The total number of conference events in the contact. NumberOfTimes Transferred The total number of transfers in the contact. NumberOfHolds The total number of holds in the contact. TimeOnHold The total amount of time in seconds the contact was on hold.
Chapter 2 Working with Components Configuring Integration Service CTI Adapters Creating Custom Attributes in Enterprise Manager If your organization has Enterprise Manager (EM) and you have the required security privileges, you can create custom attributes additional to those available by default to Recorder Manager. To create additional Custom Attributes in EM: 1 In Enterprise Manager, click System > Attributes > Settings. The Create Attribute window displays.
Chapter 2 Working with Components Configuring Common Components Configuring Common Components Configuring common components describes how to configure Recorder components that are common to all environments. In all cases you use Recorder Manager to perform configuration tasks. You need to have the necessary security authorization.
Chapter 2 Working with Components Configuring Common Components Viewing the Recorder’s Status You can view a Recorder’s status based on component category and component details. The main status summary page provides a quick, visual update on basic Recorder components and how the Recorder is working. For more detailed information, you can view statistics on the Capture process and the Integration Service. All other statuses can be found under Other Status.
Chapter 2 Working with Components 2 Configuring Common Components Review status summary information according to the following: Field Description System Info. Heading for information about the PC Host Name The name of the PC. Serial # The serial number of the Voice or Screen Recorder. A serial number is not used with Analyzer. System Type The type of system, either one or more of a Voice or Screen Recorder, Integration Service server, Analyzer server, or Centralized Archive server.
Chapter 2 Working with Components Configuring Common Components Field Description CPU Usage (%) Shows the percentage of the central processing unit’s cycles being used, including all related activities such as archiving and disk processing. High usage indicates high usage of the processor (CPU). Memory Used (MB) Shows the amount of memory (RAM) in megabytes currently being used by the PC. Audio Recording Shows the number of audio recordings currently in progress.
Chapter 2 Working with Components Configuring Common Components Field Description Recorder Connections (Active/Total) The number of active Recorder connections to the Integration Service server PC and the total number of connections. This value displays as a fraction that indicates how many Recorder connections are configured for the Integration Service on the Recorder, including active and non-active connections.
Chapter 2 Working with Components 2 z z Configuring Common Components In the Status Summary Thresholds window, do one of the following: Click Default, and then click Save to set the default values for all fields (recommended).
Chapter 2 Working with Components Field Threshold Default Value Compression Lag Time (Min) and Consolidation Lag Time (Min) Warning Threshold default 5 minutes. Local Archive Lag Time (Min) Warning Threshold default 60 minutes. Configuring Common Components Error Threshold default 60 minutes. Error Threshold default 120 minutes. Viewing Capture Status View a status summary of the Capture status, to understand how the TDM or IP capture engine in your recording system is operating.
Chapter 2 Working with Components 2 Configuring Common Components Review Capture Status fields according to the following: Field Description Refresh Rate Sets the refresh rate for the Capture Status screen. Values range from one minute (the default) to 20 minutes. Longer refresh rates lessen the impact on system performance. Calls in progress * Shows the current number of contacts that the Recorder is aware of (that is, contacts "seen" by the Recorder).
Chapter 2 Working with Components Configuring Common Components Field Description Peak Unlicensed Calls * Shows the maximum number of unlicensed contacts received at the same time. This can be helpful in many licensing scenarios to see if calls/screens in progress is greater than calls/screens recording.
Chapter 2 Working with Components 2 Configuring Common Components Review fields in the Integration Status (IS) window according to the following: Field Description Refresh Rate Allows you to set the refresh rate for the Integration Status screen. Values range from one minute (the default) to 20 minutes. Longer refresh rates lessen the impact on system performance. Data Sources Heading for Data Sources information Name Shows the name of the Data Source to which the IS is associated.
Chapter 2 Working with Components Configuring Common Components Field Description Events In/Hour (Current/Max) Shows the number of Switch Events that came into the IS in the last hour, expressed as the current number compared to the maximum allowable number per hour. Events Out/Hour (Current/Max) Shows the number of Switch Events that are relayed from the integration service in the last hour, expressed as the current number compared to the maximum allowable number per hour.
Chapter 2 Working with Components Configuring Common Components Field Description Last Startup Time Shows the last time the CTI adapter was started. Events Per Hour Shows the rate of events being processed by the CTI adapter each hour. Internal Queues Heading for Internal Queue Information. Name Shows the name of the queue. Value Shows the number of entries in the queue. Max Value Shows the maximum number of entries ever in the queue.
Chapter 2 Working with Components 2 Configuring Common Components Review Other Status screen fields according to the following: Field Description Archive Heading for information on local and Centralized Archive. For more information, refer to Configuring Archive on page 65 and Configuring Centralized Archiving on page 106. Device Name Lists the names assigned in the operating system or in Windows to archive devices. Physical Device Shows the type of archive device, such as DVD-RW or Tape.
Chapter 2 Working with Components Configuring Common Components Field Description Completed Jobs The number of database consolidations that have completed successfully. Failed Jobs The number of database consolidations that were unsuccessful Disk Heading for logical disk information on the PC. For more information, refer to Configuring Disk Manager on page 77 Call Buffer Location Shows the path/location to the Recorder’s Call Buffer on the disk, such as D:\Calls.
Chapter 2 Working with Components z z Configuring Common Components starting and stopping of components without interrupting communication with the Recorder or Analyzer, reestablishing communication after a temporary interruption, such as with the Tomcat Service. To start and stop Recorder or Analyzer components: 1 Click Operations > Start and Stop. The Components page displays.
Chapter 2 Working with Components Configuring Common Components execute for the Disabled Start Type. Start, Stop, and Edit options are not available for components that require a restart. z z For components that cannot be started or stopped, such as Tomcat Services, click Restart to restart that component. Click Reboot to reboot the server. Caution: Rebooting the server should be done only as a very last resort, as contacts being recorded or other unfinished processes may be lost.
Chapter 2 Working with Components 3 Configuring Common Components For Startup Type, choose a setting according to the following: Item Description Automatic The service of the component starts automatically when the system is started. For example, if the system is rebooted, service to the component starts automatically upon the reboot. Manual The service of the component must be started manually by selecting the component in the Start and Stop/component window and clicking Start.
Chapter 2 Working with Components 2 Configuring Common Components For Call Buffer Path, type the path to the Call Buffer, such as D:\Calls. It is recommended that the Call Buffer be located on a different drive from system files. If you later change the location of the Call Buffer, refer to Changing the Call Buffer Location on page 64, otherwise Search and Replay may not be able to find and replay some calls. 3 Review Server Role, Hostname and Serial Number fields.
Chapter 2 Working with Components 5 Configuring Common Components In the Screen Recording area, which is visible only if the Recorder has a Screen Recorder role, complete the fields according to the following: Item Description Max. no. of channels Type the maximum number of concurrent channels available for screen recording, as determined by your license, or accept the default 50. Screens are not recorded after this limit has been reached.
Chapter 2 Working with Components Configuring Common Components 2 Choose Operations > Start and Stop again to stop all other Recorder components except web service after ensuring that they have processed all the records in workflow database. 3 Create the new Call Buffer as described in To change the Call Buffer location: on page 64.
Chapter 2 Working with Components z Disabling Archive Failover Alarms z Replacing a Physical Archive Device z Reviewing the Status of Archiving Operations Configuring Common Components Managing Archive Drives Manage archive drives in the drive management window to view, add, edit, or delete configured drives. You can review current settings from the drive management window, as well as eject a removable media, reprint a label, reformat a removable media, or edit settings on any device.
Chapter 2 Working with Components Configuring Common Components Ejection may take some time as the archive medium must finish its current process so that data is not lost. z z z z z Click Reprint Label to send an instruction to the Label printer, if attached, to reprint the label for the last-used archive media. Click Reformat to format an archive removable media. Click Add to add an archive drive, as described in Replacing a Physical Archive Device on page 74.
Chapter 2 Working with Components 2 Configuring Common Components Edit the local archive drive details according to the following: Item Description Drive Name The user-editable name of the drive being used for the archiving of contacts, such as DVD Home. You will assign an actual device to this drive name when you complete the Physical Device area below. Drive Type The type of the storage device, such as Tape, DVD, or EMC Centera. Other options include DVD-RAM, DVD+/-RW, IOMEGA REV drive.
Chapter 2 Working with Components Configuring Common Components Item Description Physical Device The selection box (left field) contains local physical devices attached to the Archive system. If the Drive Type is one of the removable media (such as DVD or Tape) then select one of the locally attached devices as the archival target. Once selected the local device's information is automatically propagated to the edit box (right field) as well.
Chapter 2 Working with Components Configuring Common Components Item Description Drive Media Name Prefix Part of the media name for media recorded on this drive. Used as label information also. Content Source Do one of the following: z Check All locally recorded content to perform archiving operations on all contacts recorded on the local Recorder. z Check Enterprise content from Campaign to peform centralized archiving from the specified campaign to this drive.
Chapter 2 Working with Components Configuring Common Components You can augment the connection string with the PEA file or username/secret for the PAI module to be used by the application. For example: "10.2.3.4,10.6.7.8?c:\centera\rwe.pea" or "10.2.3.4,10.6.7.8?name=,secret=" You also can assign multiple profiles on a connection string to access one or more clusters.
Chapter 2 Working with Components 2 Item Drive Usage Configuring Common Components Complete the fields according to the following table: Description Choose the mode (Parallel or Sequential) to be used for this archive drive. Choose Parallel if you want your archive drives on this server to operate independently of each other.
Chapter 2 Working with Components Configuring Common Components Item Description Percent Full Warning The threshold, expressed as a percentage, at which an alarm is raised. For example, if 75 is entered, an alarm displays when the media is 75 percent full, so that you can prepare to change the media. Maximum TAR Size (MB) The maximum size for the TAR (acronym for tape archive) file in megabytes, to be written to the media.
Chapter 2 Working with Components Configuring Common Components Disabling Archive Failover Alarms A Recorder automatically raises an alarm if it detects any files in the call buffer that have gone unarchived after 7 days. It also raises an alarm when it deletes an unarchived file from the call buffer. These alarms are components in the archive failover feature, which applies to both local and central archive.
Chapter 2 Working with Components Configuring Common Components 4 If installing the new device required the system to reboot, then the new drive has already been auto-detected by Archiver. Otherwise, click Operations > Start and Stop and restart Archiver. This causes the new drive to be auto-detected. 5 Edit the target drive again from the drive management window, and then select the new physical device to be associated with the logical drive name.
Chapter 2 Working with Components Configuring Common Components Reviewing the Status of Archiving Operations Optionally review the Status of Archiving to obtain information about the overall archiving process on the Recorder. To review the status of archiving operations: 1 Choose Operations > Archive > Status. The Archive Status window displays.
Chapter 2 Working with Components Configuring Common Components Configuring Disk Manager Configure the disk manager component to assign Call Buffer disk settings and logical drives to the contact recording environment. The Call Buffer, also known as the calls cache, is the local disk space where the contact being recorded is stored. Once on the Call Buffer, the location of the contact is registered for later search and replay. Once the contact is deleted from the Call Buffer (i.e.
Chapter 2 Working with Components z 3 Configuring Common Components For Threshold (MB), type a size in megabytes for free disk space on the Call Buffer. A minimum of 2GB is recommended for smaller systems and a minimum of 50GB for systems with more than 120 channels. As a general rule, the threshold should be set at 10 percent or 10 GB whichever is smaller, so that 10 percent of the hard disk space or 10 GB is always free.
Chapter 2 Working with Components z 3 Configuring Common Components Under Monitor, click to place a checkmark to indicate that the drive is being monitored, in which case an alarm is raised when the threshold is reached. If checked, a value must appear in the Threshold field. Click Save. Configuring Database Settings Configure the Recorder’s database settings (consolidator) to identify a database server by giving it a name and to authorize the database for media consolidation.
Chapter 2 Working with Components 2 Configuring Common Components Review the fields according to the following: Field Description Database Server Name Shows the name of the database server. This name must be unique. Media Consolidation Shows whether there is a media consolidation with the associated server, in which case call data and audio data are linked. At least one database server must have media consolidation enabled. Database Type Shows the type of database (read-only).
Chapter 2 Working with Components Configuring Common Components To create a database server: 1 In the Recorder Manager with one database created, click General Setup > Database Settings, and then click Create. Note that you cannot create more than two database servers. The Create button is disabled after two database servers have been created.
Chapter 2 Working with Components Configuring Common Components Item Description Media Consolidation This field is disabled and checked if there are no other media consolidators setup. At least one database must be enabled for media consolidation. Database Type Shows the type of database. This field is read-only. Site Check this field to indicate if this database is a Centralized Archiving Site Database.
Chapter 2 Working with Components Configuring Common Components To delete a database server: 1 Click General Setup > Database Settings. 2 From the list of database servers, select an entry and click Delete. Note that the Delete button is disabled if only one database server is configured, as you cannot delete the only database. 3 Review any messages that display and click OK. System Administration Guide © 2005 - 2008 Verint Systems Inc. Confidential and Proprietary Information of Verint Systems Inc.
Chapter 2 Working with Components Configuring IP Recording Components Configuring IP Recording Components IP recording components include those components used in IP Recording and not in TDM (ITS IP) recording, with the exception of compression: compression is used in some TDM recording situations. All configuration is done from Recorder Manager.
Chapter 2 Working with Components 2 Configuring IP Recording Components Choose a compression option according to the following: Item Description Mixed (IP only) Two one-way audio files are mixed into one two-way audio file, saving disk space. Mixing with G726 means that the input format whatever that is (with the exception of G.279) will be converted to G.726 and mixed. G726 Choose this option to convert audio from the original format (with the exception of G729) to G726.
Chapter 2 Working with Components Configuring IP Recording Components Managing Extensions Managing extensions describes the process of creating, editing, and deleting the telephone extensions in an IP recording telephony environment. If your Recorder is controlled by Enterprise Manager, all extension configuration is disabled and you need to refer to the Enterprise Manager Administration Guide.
Chapter 2 Working with Components 2 z z 3 4 Configuring IP Recording Components Do one of the following: Select Record to set the default recording mode for all extensions NOT showing in the list to record calls. If an extension is configured/added to the list, the extension's recording mode will be used. Select Do Not Record to set the default recording mode for all extensions NOT showing in the list to not record calls.
Chapter 2 Working with Components Configuring IP Recording Components Finding Extensions Use the Find Extension utility in the Extension window to locate an existing telephone extension. This is most useful where several pages of extensions exist and you wish to edit one or more extensions. You can also use it when only part of the extension number is known. In this utility, you can, in addition to searching, view each page of extensions by clicking the navigation arrows.
Chapter 2 Working with Components 2 z z Configuring IP Recording Components Do one of the following: Click Single Extension to create one extension and then enter enter an extension number such as 3355. Numbers can be all numeric or alpha-numeric. Click Multiple Extensions and complete the following fields: Item Description Required? Prefix Numbers or letters that precede the extension number such as AB. Extension 3455 would be AB3455.
Chapter 2 Working with Components 3 Configuring IP Recording Components Choose as an Extension Recording Mode one of the following: Record, Do not Record, Application Controlled, as in the following table: Item Description Record See Setting the Default Recorder Recording Mode on page 86 Do not Record See Setting the Default Recorder Recording Mode on page 86 Application Controlled See Editing Extensions on page 90 For example, in EM, while creating or assigning extensions to an IP extension poo
Chapter 2 Working with Components 3 Configuring IP Recording Components In the Extension Recording Mode field, choose a recording mode according to the following: Extension Recording Mode Description Record The Recorder records all call segments of the displayed extension(s) whenever the extension(s) are in use, according to the recording settings for the Recorder.
Chapter 2 Working with Components Configuring IP Recording Components To delete extensions: 1 Choose Operations > Extensions, and then select one or more extensions. 2 Click Delete. System Administration Guide © 2005 - 2008 Verint Systems Inc. Confidential and Proprietary Information of Verint Systems Inc. All rights reserved, worldwide.
Chapter 2 Working with Components Configuring Optional Components Configuring Optional Components Configuring optional components describes how to configure Live Monitor, Screen Recording, and Archive. For other components and applications that can be optionally added to the Recorder system, refer to the Documentation folder on the installation CD.
Chapter 2 Working with Components Configuring Optional Components Configuring Live Monitor and Observer Configure the Live Monitor option, which allows supervisors to listen in to calls between agents and customers, to designate a Recorder server that will act as the Live Monitor Server host, and to provide connection settings and metadata mapping information.
Chapter 2 Working with Components Configuring Optional Components Understanding Live Monitor You can view any call currently being recorded, provided you have the replay permission. This is accomplished through Live Monitor’s Live State component and the Observer application. The Live State component is built into every Recorder’s software architecture.
Chapter 2 Working with Components 2 Configuring Optional Components Complete the settings screen as follows: Field Description Live Monitor Server Click to place a checkmark to indicate that this Recorder server will be used as a host for the Live Monitor server. Until you check this field, all other fields will be disabled. Note: In some cases there may be too many channels and performance will be affected by Live Monitor.
Chapter 2 Working with Components Configuring Optional Components Field Description Viewer Server Type the name of the Search and Replay (Viewer) server that controls the current installation of Live Monitor. It is through this Search and Replay server that call replay rights and restrictions are set. Viewer Server Context Type one of the following values exactly, depending on the brand of Viewer being used: Witness, Nortel, Avaya.
Chapter 2 Working with Components 2 Review Observer Column Mappings according to the following: Field Description Observer Column Name Shows the names of columns (attributes) as they will appear in Observer. Restriction Field Shows whether the attribute has any replay restrictions attached. Only one field can be a restriction field. For example, supervisors are restricted to monitoring only certain extensions. The Extension field, therefore, would have restrictions.
Chapter 2 Working with Components Configuring Optional Components 2 Click Observer > Options, and then click Systems. 3 Verify that the Unify IP Address or Name field contains the address or name of the Recorder server, and that the Unify IP Port field shows the same port number as the Live Monitor Port set as described in Defining the Live Monitor Server on page 95. 4 Click Options > Call State Monitor. The Call State Monitor window displays.
Chapter 2 Working with Components Configuring Optional Components 5 Select either All Active Call or Extensions Listed Below. If you select Extensions Listed Below, specify the extensions to be monitored, and then click Apply or OK. 6 Click Observer, and then click the Monitor button. The extensions to be live monitored are now set up. 7 Verify the setup in Viewer by following these steps: z Launch Viewer and click Administration > User Restrictions.
Chapter 2 Working with Components Configuring Optional Components z Click Add to add user restrictions to monitor the calls. z Click Enabled and provide the restrictions according to business needs. 8 Click OK to save. Now, only the User who can replay the calls is able to monitor the calls. Creating Live Monitor Attributes Create live monitor attributes (columns) to add a new column name and assign one or more tags from the list of available tags to Observer Column Names.
Chapter 2 Working with Components Configuring Optional Components To edit a Live Monitor attribute: 1 Click System > Live Monitor > Observer Column Mappings. 2 Select any row, and then click Edit. The Edit Tag window displays, showing available tags and tags already assigned to the selected column. 3 Select one or more rows in the Available Tags pane, and then click the right arrow button to move the selection to the Assigned Tags pane.
Chapter 2 Working with Components Configuring Optional Components To manage Live Monitor attributes: 1 In the Observer Column Mapping window click Manage Tags or follow the steps described in Editing Live Monitor Attributes on page 101 and choose Manage Tags. The Tag Management window displays. 2 Select any displayed name and type a new name. To rearrange the order of the tags, refer to Re-arranging the order of Columns on page 104.
Chapter 2 Working with Components Configuring Optional Components 2 Select the column to which the new tag will be added and click Edit. The Observer Column Details window displays. 3 Click Manage Tags. The Tag Management window displays. 4 Click Add and type a name for the new tag. 5 Click Save. To delete an attribute tag: 1 Click System > Live Monitor > Observer Column Mapping. 2 Select the row containing the tag to be deleted, click Edit, and then click Manage Tags.
Chapter 2 Working with Components Configuring Optional Components Troubleshooting Live Monitor Problem Likely Solution Cannot use Observer (with an older Recorder) to live monitor calls Change the domain name in Viewer (Search and Replay) from .com to . Rows keep being added and removed from the Calls window. This is normal. The Call Status Monitor window shows only calls in progress. When a call ends, the row is removed from the Calls window.
Chapter 2 Working with Components Configuring Optional Components assigned for either type of recording cannot be used by the other. For example, if the concurrent Recording Limit is set to 100, and screen and audio recording are both enabled, 50 channels are assigned for screen recording, and 50 channels are assigned for audio (that is, calls). Once the 50 channels of screen are being recorded, unused audio channels cannot be used for a 51st screen recording.
Chapter 2 Working with Components Configuring Optional Components Configuring Centralized Archiving Drives Configure drives to be used with Centralized Archiving from the Content Source area of the Archive window in Recorder Manager, as described in Configuring an Archive Drive on page 67. In the Content Source area, choose Centralized content from Campaign to indicate that the drive is used as a Centralized Archiving drive and then type the name of the campaign.
Chapter 2 Working with Components Configuring Optional Components For all other Centralized Archive administration, refer to the Administration pages of the Centralized Archive application, which is installed from a separate installation CD. Configuring Centralized Archiving Settings Configure settings for Centralized Archive to archive contacts recorded from multiple Recorders to a single location. Usually, this means that a subset of all recorded contacts are to be archived.
Chapter 3 Using Voice Cards, NICs and Analyzer Using Voice Cards, NICs, and Analyzer describes how to configure TDM (ITS IP Recorder) and IP Recorder devices. This includes how to configure voice cards for the TMD Recorder (ITS IP Recorder) installation of the Recorder, Network Interface Cards (NICs) for the IP Recorder installation of the Recorder, and the optional Remote Analyzer IP call control device.
Chapter 3 Using Voice Cards, NICs and Analyzer Configuring Voice Cards Configuring Voice Cards Configuring voice cards in a TDM recording environment describes general voice card tasks such as viewing and identifying the various cards, as well as specific information on each card type supported. Information is presented as properties and channels for digital and analog voice cards. Only T1/E1 cards record trunk-side (that is, between the switch and PBX).
Chapter 3 Using Voice Cards, NICs and Analyzer Configuring Voice Cards Performing General Voice Card Tasks Perform general voice card tasks using Recorder Manager to view, add and modify settings on an existing or replaced card. Compatible voice cards appear in Compatible Voice Cards on page 242.
Chapter 3 Using Voice Cards, NICs and Analyzer 2 Configuring Voice Cards Click the toggler arrow between the two panes (circled) to maximize the card details window, and then review information according to the following: Field Description Bus No. Shows a read-only number of the data bus on which the card is located in the PC. Slot No Shows a read-only number of the slot on the computer’s motherboard on which the card is located.
Chapter 3 Using Voice Cards, NICs and Analyzer 3 Configuring Voice Cards When finished, click the left pointing arrow on the right side of the window to expose the voice card details window. Copying the Configuration of a Voice Card Copy the configuration of a voice card with a status of Existing to one or more other voice cards of the same type, regardless of their status. The card’s model number and all pertinent configuration information is copied. Bus numbers and slot numbers are not copied.
Chapter 3 Using Voice Cards, NICs and Analyzer 5 Configuring Voice Cards Select one or more cards to copy to, and then select Copy. The voice card configuration is copied from the source to the destination. You can copy cards only of the same family. For example, if you select an NGX card as the source, the destination cards allowed for copy are only of type NGX. Results of the copy display, showing the status for each voice card that is being copied to.
Chapter 3 Using Voice Cards, NICs and Analyzer Configuring Voice Cards Adding a New Voice Card Add a new voice card to install and configure a new compatible voice card into a Recorder. To add a new voice card: 1 Insert a compatible voice card (see Compatible Voice Cards on page 242) into an empty slot on the bus of the Recorder PC. Caution: Extreme care should be taken when inserting voice cards or any other component into a PC. Tools with magnetic tips should be used with extreme caution.
Chapter 3 Using Voice Cards, NICs and Analyzer Configuring Voice Cards Replacing a Voice Card Replace a voice card as a replacement for a broken voice card in the same bus slot. The replacement card must be the same type, must be in the same slot, and must have a status of Replaced. You then update and save the setting. The fields on the voice cards vary according to card type selected.
Chapter 3 Using Voice Cards, NICs and Analyzer z Modifying PCM32 Voice Card Properties on page 130, z Modifying NGX Voice Card Properties on page 135, z Modifying Cybertech Voice Card Properties on page 142, z Modifying Analog Voice Card Properties on page 149. Configuring Voice Cards Modifying the Properties of an Existing Voice Card Modify an existing card to implement any card or channel configuration changes to either an E1/T1, NGX, or Analog voice card.
Chapter 3 Using Voice Cards, NICs and Analyzer 4 Configuring Voice Cards Configure channels by following procedures in Updating the Configuration of Voice Card Channels on page 118. Updating the Configuration of Voice Card Channels Update the configuration of a voice card channel to change properties such as channel numbers, IDs, and voice tap options. To update a voice card’s channels, select the voice card in the Card tab, and click the Channels tab.
Chapter 3 Using Voice Cards, NICs and Analyzer 4 Complete the channel details screen according to the type of voice card selected: z Updating T1/E1 Voice Card Channels on page 125. z Updating PCM32 Voice Card Channels on page 132. z Updating NGX Voice Card Channels on page 139. z Updating Cybertech Voice Card Channels on page 146. z Modifying Analog Voice Card Channels on page 150. 5 Configuring Voice Cards Click Save for each channel selected.
Chapter 3 Using Voice Cards, NICs and Analyzer Configuring Voice Cards 3 Click Edit Tags. The channel details screen displays where you can type edit tag settings for all selected channels. 4 Complete the channel details screen, based on your selection of channels, according to the following: 5 Item Description Channel# Shows the numeric, automatically-assigned channel number. (Read-only field). For more information, refer to Modifying the Trunk Protocol on a T1 Voice Card on page 127.
Chapter 3 Using Voice Cards, NICs and Analyzer Configuring Voice Cards Configuring T1/E1 Voice Cards Configuring the digital T1/E1 voice cards describes properties, trunks, and channels in T1/E1 voice cards and how to modify them.
Chapter 3 Using Voice Cards, NICs and Analyzer Configuring Voice Cards Modifying T1/E1 Voice Card Properties Modify an E1/T1 voice card with a status of Existing to implement any card property changes. To modify an E1/T1 card, you select the card in the Voice Card List pane on the left then make changes and save the changes in the right pane. The new settings take place upon reboot. To modify a T1/E1 voice card: 1 Choose General Setup > Voice Cards > Card.
Chapter 3 Using Voice Cards, NICs and Analyzer 3 Configuring Voice Cards Complete the E1/T1 properties in the card pane of the upper portion of the screen, according to the following: Field Description * PCI Bus Number The Bus Number on the PC’s motherboard. PCI Slot Number The slot number on the PC’s motherboard. Data Source Choose from the list the Data Source such as a Phone switch, to which this card is associated.
Chapter 3 Using Voice Cards, NICs and Analyzer Configuring Voice Cards Field Description * Rollback Buffer Shows a value measured in milliseconds (0-1,000) that allows you to configure a number of milliseconds (default is 1,000) to automatically capture voice for a period before the start record command comes in.
Chapter 3 Using Voice Cards, NICs and Analyzer Configuring Voice Cards Field Description * Inbound CAS Idle Code Defines the two-bit pattern used by the transmitting switch to indicate "on-hook" for the inbound signal. Applicable only when the protocol is "Non-ISDN" and the recording method is not VOX. Predefined options are 0-15 (0 is the default). (CAS is an abbreviation for Channel Associated Signalling).
Chapter 3 Using Voice Cards, NICs and Analyzer Configuring Voice Cards Field Description * Enable Checkbox Checkbox that determines whether a channel has been selected for use. Selecting the checkbox will subtract a license channel from the "Available License" counter and vice versa when a channel is unchecked. Note: The default value for checkboxes for cards with a status of Newly Added is unchecked (disabled). Channel # Number of the channel on the card, such as 1, 2, or 3.
Chapter 3 Using Voice Cards, NICs and Analyzer 4 5 6 Configuring Voice Cards Select a channel, click Configure, and complete the Configure Voice Card window as described in Updating the Configuration of Voice Card Channels on page 118. Click Save. The changes you made to the channel are saved in the Recorder’s configuration.xml file. Click Operation > Start and Stop, select Recorder, and click Restart to restart the Recorder.
Chapter 3 Using Voice Cards, NICs and Analyzer 4 Configuring Voice Cards Click Operations > Start and Stop > Reboot when prompted to restart the Recorder PC. Changes take effect after the restart. Modifying the Trunk Protocol on a E1 Voice Card Modify the trunk protocol in an E1 Card to determine the signalling variant, and therefore the number of channels available, to be used as a line protocol. See also Modifying T1/E1 Voice Card Properties on page 122 for more information on properties and channels.
Chapter 3 Using Voice Cards, NICs and Analyzer Configuring Voice Cards Configuring PCM32 Voice Cards Configuring PCM32 voice cards describes properties and channels in the digital PCM32 voice cards and how to modify them. Like the T1/E1 card, the PCM32 is trunk-based and is used in trading environments such as stocks, bonds and commodity trading. The PCM32 protocol is similar to E1 in that it is cabled over twisted pair cable and terminated with RJ-45 connectors.
Chapter 3 Using Voice Cards, NICs and Analyzer Configuring Voice Cards Modifying PCM32 Voice Card Properties Modify a PCM32 voice card with a status of Existing to implement any card property changes. To modify a PCM32 card, you select the card in the Voice Card List pane on the left then make changes and save the changes in the right pane. Most configuration changes take effect dynamically without restarting the capture engine or rebooting the Recorder, except for changes to the Input Companding Type.
Chapter 3 Using Voice Cards, NICs and Analyzer Configuring Voice Cards Field Description * Data Source Choose from the list the Data Source such as a Phone switch, to which this card is associated. Member Group Choose from the list the Data Source Member Group to which this card belongs Card Type The model number of the voice card. (DP3209, DP6409). Serial # The serial number of the voice card. Card Status Voice card status, namely (Newly Added, Replaced, Removed, Existing).
Chapter 3 Using Voice Cards, NICs and Analyzer Configuring Voice Cards Field Description * Termination Impedance Determines whether the span will be terminated with Low Impedance for normal connections or High Impedance for N+N redundant Recorder configurations. Values are Low (Single Recorder) and High (N+N Redundant Recorders). Note: N+N refers to having one backup Recorder for each Recorder in a system.
Chapter 3 Using Voice Cards, NICs and Analyzer Configuring Voice Cards Field Description * VOX Detect Level (DB) Defines the threshold in decibels used for VOX-based call detection. The adjustable range is -48 to 6, with the default value of -45 (minus 45). Increments are 3. For example, clicking the thumbwheel arrows increases/decreases values by 3. Max Record Time (sec) This defines the maximum time in seconds that a channel will spend in the Recording state before forcing a break. Maximum is 1200.
Chapter 3 Using Voice Cards, NICs and Analyzer Configuring Voice Cards Viewing PCM32 Channel Identifiers The following information displays when you configure an individual channel. These fields, also known as static tags, are configurable only on the individual card level. That is, identifiers apply to the selected card only. Field Description Channel Name User definable channel name (alphanumeric). Optional field System Administration Guide © 2005 - 2008 Verint Systems Inc.
Chapter 3 Using Voice Cards, NICs and Analyzer Configuring Voice Cards Configuring NGX Voice Cards Configuring NGX voice cards describes properties and channels in the Ai-Logix NGX model of voice cards and how to modify them. The NGX card records digital, station-side calls, and uses a combination of connector hardware and punchdown blocks. Compatible models appear in Compatible Voice Cards.
Chapter 3 Using Voice Cards, NICs and Analyzer 3 Configuring Voice Cards Review NGX voice card properties and make changes according to the following: System Administration Guide © 2005 - 2008 Verint Systems Inc. Confidential and Proprietary Information of Verint Systems Inc. All rights reserved, worldwide.
Chapter 3 Using Voice Cards, NICs and Analyzer Configuring Voice Cards Field Description * PBX Type Choose from list the type of PBX switch that the Recorder is interfacing with.
Chapter 3 Using Voice Cards, NICs and Analyzer Configuring Voice Cards Field Description * Data Source Choose the phone switch or LAN to which the voice card is connected. Member Group Shows the station-side group, if any, for the Data Source. Input Companding Type Choose the method for encoding the audio data in a WAV file. Options are Alaw and uLaw. PCI Bus Number The Bus Number on the PC’s motherboard. PCI Slot Number The Slot Number on the PC’s motherboard.
Chapter 3 Using Voice Cards, NICs and Analyzer Configuring Voice Cards Field Description * Data Source (does not appear on all screens) Describes the association of Data Source with the Recorder. Options are all of the displayed associated Data Sources. Please Select displays when the Recorder is not associated with any spans. This is an optional field. Note: This field displays only if the Recorder is associated to a Span in Enterprise Manager.
Chapter 3 Using Voice Cards, NICs and Analyzer Configuring Voice Cards Field Description * Channel ID Logical channel ID that will be used in the Unify mapping table to identify a Channel. This is a unique number within the Recorder. That is, all channels in a Recorder have a unique number that is generated from the card auto-detect process. Read-only field. VOX Detect Level Defines the threshold used for VOX-based call detection. Units are in decibels. This is a numeric field that is updateable.
Chapter 3 Using Voice Cards, NICs and Analyzer Configuring Voice Cards 4 Select a channel, click Configure, and complete the Configure Voice Card window as described in Updating the Configuration of Voice Card Channels on page 118. 5 Click Save. 6 Click Operation > Start and Stop, select Recorder, and click Restart to restart the Recorder if prompted.
Chapter 3 Using Voice Cards, NICs and Analyzer Configuring Voice Cards Configuring Cybertech Voice Cards Configure Cybertech voice card properties and channels to set up and modify Cybertech digital extension tap (DET) voice cards. The Cybertech card records digital, station-side calls, and uses a combination of connector hardware and punchdown blocks. Compatible models appear in Compatible Voice Cards.
Chapter 3 Using Voice Cards, NICs and Analyzer 3 Configuring Voice Cards Review Cybertech voice card properties and make changes according to the following: Field Description * PCI Bus Number The Bus Number on the PC’s motherboard. PCI Slot Number The Slot Number on the PC’s motherboard. Card Type Cybertech Voice Card Model Number (DSC16-PCI or DSC-MOD-PCI). You can add a digital or analog detection module (i.e. a daughterboard) that increases the channel capacity of the card.
Chapter 3 Using Voice Cards, NICs and Analyzer Configuring Voice Cards Field Description * PBX Type or Switch Type (for DSC16-PCI). The type of PBX switch that the Recorder is interfacing with. Options for the DSC16-PCI or DSC-MOD-PCI cards are given below.
Chapter 3 Using Voice Cards, NICs and Analyzer Configuring Voice Cards Field Description * PBX Type or Switch Type for DSC-MOD-PCI.
Chapter 3 Using Voice Cards, NICs and Analyzer Configuring Voice Cards Field Description * Fall Back Time (sec) Maximum elapsed time in seconds before the Recorder switches to tap sense mode if there is a loss of CTI feed. Default is zero seconds. This field is editable and required. Data Source (does not appear on all screens) Describes the association of Data Source with the Recorder. Options are all of the displayed associated Data Sources.
Chapter 3 Using Voice Cards, NICs and Analyzer Configuring Voice Cards Field Description * Enable Checkbox Field that determines whether a channel has been selected for use. Selecting the checkbox subtracts a license channel from the "Available License" counter and vice versa when a channel is unchecked. Note: For cards with a status of Newly Added all channels are unchecked (i.e. disabled). Channel Number Number of the channel on the card such as 1, 2, 3 etc. Read-only field.
Chapter 3 Using Voice Cards, NICs and Analyzer 5 6 Configuring Voice Cards Click Save. The changes you made to the channel are saved in the Recorder’s configuration.xml file. Click Operation > Start and Stop, select Recorder, and click Restart to restart the Recorder if prompted. Using the Cybertech Update Personality Feature Use the Update Personality feature in Cybertech cards only to update the personality file on the card’s driver to allow communication with different switches.
Chapter 3 Using Voice Cards, NICs and Analyzer z Configuring Voice Cards Viewing Analog Channel Identifiers Modifying Analog Voice Card Properties Modify an Analog voice card with a status of Existing to implement any analog card or channel configuration changes. To modify an Analog card, you select the card in the voice card list on the left pane then make changes and save the changes in the right pane. The new settings take place upon restart.
Chapter 3 Using Voice Cards, NICs and Analyzer Configuring Voice Cards Field Description Card Type Card Type (PT409, PT809, PT1609, LD409, LD809). Read-only Serial Number Alphanumeric entry. Read-only Card Status Voice card status (Newly Added, Replaced, Removed, Existing). Read-only Compression Type/Audio Record Format Defines the method for encoding the audio data in a WAV file. Predefined options are Alaw, uLaw, G726, G729A (the default). This field is editable and required.
Chapter 3 Using Voice Cards, NICs and Analyzer Configuring Voice Cards To modify analog channels: 1 Choose General Setup > Voice Cards and select an analog voice card. 2 Click Channels and review the fields as follows: Field Description Enabled Field that determines whether a channel has been selected for use. Selecting the checkbox subtracts a license channel from the "Available License" counter and vice versa when a channel is unchecked.
Chapter 3 Using Voice Cards, NICs and Analyzer Configuring Voice Cards Viewing Analog Channel Identifiers The following information displays in the lower pane (Trunk pane) of the configure window when you configure an individual channel. These fields, also known as static tags, are configurable only on the individual card level. That is, identifiers apply to the selected card only. Field Description Channel Name User definable channel name (alphanumeric).
Chapter 3 Using Voice Cards, NICs and Analyzer Configuring Voice Cards Problem Solution The Recorder is not detecting all of the Ai-Logix cards installed in the system. To allow the Recorder to properly recognize all voice cards, the cards should be uninstalled from the Windows device manager and the system rebooted. Then the cards will be properly recognized and Windows will load the drivers appropriately.
Chapter 3 Using Voice Cards, NICs and Analyzer Configuring Voice Cards Problem Solution The bus and slot numbers of voice cards are not displaying. Click the toggle button arrow in the centre of the page. In maximized mode, the bus# and slot# display. When recording with an NGX voice card and an Avaya switch (Station-side recording), the call sometimes is not stopped when the call is disconnected on an AVAYA phone. This issue is observed in a free seating (licensing) scenario.
Chapter 3 Using Voice Cards, NICs and Analyzer Configuring Voice Cards Completing the Channel Assignment Tutorial Complete this tutorial to reinforce your understanding of channel configuration. In this tutorial you are presented with a a number of facts relating to digital channel assignments, followed by examples that illustrate the facts. What does the Channel ID Column represent? The Channel ID column represents the media channel number.
Chapter 3 Using Voice Cards, NICs and Analyzer Configuring Voice Cards be restarted and the cards added again, after being auto-detected, to save the channel IDs in the desired order and configuration. How is channel numbering started for new cards? Any new cards added to a system start their channel ID numbering from the highest channel number in the system plus one. How do you renumber channel IDs? Channel IDs are renumbered or moved across a whole card at a time.
Chapter 3 Using Voice Cards, NICs and Analyzer Configuring Voice Cards Unify mapping table should be updated to not try and record on channels 24, 48 and 72 because they no longer exist from the Recorder's perspective. If a record command comes in for these channel numbers, the Recorder will harmlessly return an error message stating no channel by that number.
Chapter 3 Using Voice Cards, NICs and Analyzer Configuring Voice Cards clear these events are triggered by voltage. If the checkbox is checked, these events are triggered by VOX. The StartOnTap and StopOnTap fields control whether recording will start or stop automatically when SEENAUDIO and ENDAUDIO events occur. If you set both of these to "Never" then the Recorder would produce these events so that Unify could use them but never actually begin or end recording based on them.
Chapter 3 Using Voice Cards, NICs and Analyzer Configuring Network Interface Cards Configuring Network Interface Cards Configuration of network interface cards (NICs) for IP recording describes the process of setting up network cards, filters and protocols. Detection of standard NICs for IP recording is an automatic process.
Chapter 3 Using Voice Cards, NICs and Analyzer 2 Configuring Network Interface Cards Complete the Cards and Filters window according to the following: Item Description System Level Filter Heading for entering system level filters. Read only field. Filter Expression Type a filter expression for the System level filter. This filter is applied to all expression interfaces.
Chapter 3 Using Voice Cards, NICs and Analyzer Configuring Network Interface Cards Item Description Recording Type Choose an option for recording type from Active, Passive, and None. When you choose Active, the Starting Port and Ending Port fields are enabled and Filter Expression disabled, allowing recording of data from the specified starting and ending ports regardless of filter expression.
Chapter 3 Using Voice Cards, NICs and Analyzer Configuring Network Interface Cards tcp port 5060 or udp. This filter should be used in standard SIP environments. This filter lets the SIP control protocol through on port 5060 as well as the UDP, which contains the RTP and therefore the audio. At a minimum, you should use the following standard pcap filters: For Recorders that use SIP: (tcp port 2000 or tcp port 5060) or (udp and not udp port 0).
Chapter 3 Using Voice Cards, NICs and Analyzer 2 Configuring Network Interface Cards Complete the Configure Cards and Filters window according to the following: Item Description IPSI Parameters Heading for IP Switch Interface (IPSI) settings only. Max. Recordings Type the maximum number of channels that can be recorded with this card. This value is typically a multiple of 32. Record On Tap Choose Always as the record on tap option. Other options include Always, Never, and In Fallback.
Chapter 3 Using Voice Cards, NICs and Analyzer Configuring Network Interface Cards Item Description IPSI Subnet Mask Type the IP address of the IPSI subnet mask. The subnet mask is used to determine what subnet an IP address belongs to. An IP address has two components: the network address, and the host (workstation) address. For example, consider the IP address 150.215.017.009. The first two numbers (150.215) represent the Class B network address, and the second two numbers (017.
Chapter 3 Using Voice Cards, NICs and Analyzer Configuring Network Interface Cards Configuring Network Protocols Configure call control protocols in the network to identify which IP communication protocol is used for Recorder Controlled extension management, including Analyzer if installed. Either one of two common protocols can be configured, SCCP and SIP. The Remote Analyzer protocol can also be used.
Chapter 3 Using Voice Cards, NICs and Analyzer 2 Configuring Network Interface Cards Complete the Protocol window according to the following: Item Description Name Shows the name of the protocol. Avaya (H.323) is a common multimedia communications protocol used in packet-based networks. Remote Analyzer is the name of the proprietary protocol used for call control. SCCP (Skinny Call Control Protocol) is used with either Cisco IP phones or Cisco Call Managers.
Chapter 3 Using Voice Cards, NICs and Analyzer z Configuring Network Interface Cards Complete the other fields as follows: Type a name for the SIP trunk. For Device Pool select Default. For Destination Address type the IP address of the Recorder. Make sure Destination Port matches Recorder settings. For SIP Trunk Security Profile select Non-secure. For SIP Profile select Standard Profile. Click Save.
Chapter 3 Using Voice Cards, NICs and Analyzer Configuring Network Interface Cards z Click System > Data Sources, and then create a Data Source of type Phone. z Choose Cisco IP as the switch type, and accept default values for all other fields. The Data Source is now created. 4 z z z z Create extensions, as described in Setting up Telephony Groups (Member Groups): Click System > Data Sources > Member Group, and then select the Call Manager Data Source you just created.
Chapter 3 Using Voice Cards, NICs and Analyzer z z 4 z z z Configuring Network Interface Cards Indicate the ports to be used for recording. For example, the Start Port could be 9200 and the End Port could be 9219. Each concurrent active recording takes 2 ports Restart the IP Capture service Verify the association by referring to sytem logs: Run C:\Program Files\Witness Systems\ContactStore\LogManager.
Chapter 3 Using Voice Cards, NICs and Analyzer Configuring Analyzer Configuring Analyzer Configure Call Control in Analyzer to add and edit Recorder groups. Call control is available only if analyzer is installed. Analyzers analyze the call control messages (that is, the metadata about a call) and send call control commands, using the Remote Analyzer Protocol, to Recorders in a Recorder group associated with the voice gateway through which calls pass.
Chapter 3 Using Voice Cards, NICs and Analyzer Configuring Analyzer Viewing Analyzer View management features in the optional Analyzer component by logging in to it, and then reviewing the Analyzer’s status. This information is described in the following topics: z Viewing Analyzer z Using Analyzer Manager z Configuring Call Control Accessing the Analyzer Access the Analyzer, providing you have security authorization, by logging in. Analyzer Manager resembles Recorder Manager, only with fewer tabs.
Chapter 3 Using Voice Cards, NICs and Analyzer z Configuring Analyzer If the Alarms page displays at startup, click Status > Status Summary. To set the Status Summary page to appear automatically at startup in future, follow procedures in To view the Status Summary page automatically on start up: on page 172 (below). To view the Status Summary page automatically on start up: You have two choices for the initial screen, namely Status Summary (the default) and View Alarms.
Chapter 3 Using Voice Cards, NICs and Analyzer Configuring Analyzer Using Analyzer Manager Use Analyzer Manager to perform analyzer management functions that enable Analyzer, an optional component in the recording system, to integrate with the IP Recorder. This includes all the familiar tasks you can perform in Recorder Manager, such as managing alarms and users, except that all tasks relate only to the Analyzer. You cannot create or update licenses from Analyzer.
Chapter 3 Using Voice Cards, NICs and Analyzer Configuring Analyzer Working with Analyzer Component Logs Access Analyzer’s component logs to view and manage the various component logs. In this window, you identify Analyzer components being logged, set date ranges, and export or clear the logs. To export or clear component logs: 1 In the Analyzer server, start Analyzer Manager and click Status > Component Logs. 2 In the list of Components, select Alarms, Capture and Live Monitor (if installed).
Chapter 3 Using Voice Cards, NICs and Analyzer Configuring Analyzer To view Analyzer settings: Use Analyzer settings to confirm the System Type and verify the server name. 1 In the Analyzer server, start Analyzer Manager and click General Setup > Recorder Settings. 2 Follow procedures described in Starting and Stopping the Recorder and Components on page 59. To export the Analyzer configuration file: 1 In the Analyzer server, start Analyzer Manager and click General Setup > Export/Import.
Chapter 3 Using Voice Cards, NICs and Analyzer Configuring Analyzer Setting up Analyzer Logs Set up Analyzer logs to customize and view log configurations and manage log files by activating them. Log files can be invaluable in troubleshooting system problems. To set up Analyzer logs: 1 In the Analyzer server, start Analyzer Manager and click System > Log. 2 Follow procedures as described in Using System Logs on page 30.
Chapter 3 Using Voice Cards, NICs and Analyzer Configuring Analyzer Configuring Call Control Configure Call Control in Analyzer to set up call control parameters so that the call control messages for IP calls are routed to the Recorders associated with the voice gateways where the calls will go through. Call Control is available only if an Analyzer is installed. Analyzer forwards SCCP, based upon the IP address of the gateway, to the Recorder specified by its IP address.
Chapter 3 Using Voice Cards, NICs and Analyzer 2 Configuring Analyzer Click the right-pointing arrow that separates the two panes. This provides a detailed view of Recorder group list. Click the left-pointing arrow to display the Group/Gateway/IP details pane alone. 3 Click a group to display editable details of that group, as described in Creating a Call Control Recorder Group on page 179 and Editing a Call Control Recorder Group on page 180.
Chapter 3 Using Voice Cards, NICs and Analyzer Configuring Analyzer Creating a Call Control Recorder Group Create a Call Control Recorder Group to identify gateway IP addresses and Recorders that are associated with the recording of IP calls within the group. To create a Recorder group: 1 In Analyzer Manager click General Setup > Call Control. The Call Control window displays. 2 Click Create. The Create Recorder Group window displays.
Chapter 3 Using Voice Cards, NICs and Analyzer Configuring Analyzer Item Description Gateway IPs Type the IP address of the Gateway whose SCCP-related traffic you want forwarded to the remote Recorder, as in the following example: 10.3.4.5. Click Add after each entry to create a new line that will accept a new IP address. The Gateway is the endpoint that the Recorder Group will see RTP traffic for. To delete Gateway information, highlight it after clicking Add and then click Delete.
Chapter 3 Using Voice Cards, NICs and Analyzer Configuring Analyzer 2 Edit any displayed information or add new gateway or Recorder information as described in Creating a Call Control Recorder Group on page 179. 3 Click Save. System Administration Guide © 2005 - 2008 Verint Systems Inc. Confidential and Proprietary Information of Verint Systems Inc. All rights reserved, worldwide.
Chapter 3 Using Voice Cards, NICs and Analyzer Configuring Analyzer System Administration Guide © 2005 - 2008 Verint Systems Inc. Confidential and Proprietary Information of Verint Systems Inc. All rights reserved, worldwide.
Chapter 4 Managing System Components Managing System Components describes how to manage and monitor each of the TDM or IP Recorder system components using the Recorder Manager. This includes using component information for tasks such as licensing, exporting and importing logs and settings. To perform any of these tasks you must be authorized to access all features.
Chapter 4 Managing System Components Monitoring Components with Alarms Monitoring Components with Alarms Monitor Recorder components by using alarms triggered by predefined and programmed events and conditions. Whenever an alarm is triggered, a component is providing information that allows you and other defined e-mail recipients to react to, and resolve, the reported changing of conditions in one or more Recorders.
Chapter 4 Managing System Components Monitoring Components with Alarms Configuring Alarms Configure Alarms to set up the presentation of the various alarms raised by a Recorder, such as whether the alarm sounds and who should be notified. These are the same alarms that display in the Enterprise Manager when triggered. Alarms can be resolved either from the Enterprise Manager or from the local Recorder Manager, though configuration can be done only from the Recorder Manager.
Chapter 4 Managing System Components 2 Monitoring Components with Alarms Complete the fields in the Alarm Settings screen as follows: Field Description Alarm Settings Audible Notification Check to indicate if a sound will accompany an alarm. This field is checked by default. If unchecked, you can still apply the setting to the individual alarm, as described in Editing an Alarm on page 187.
Chapter 4 Managing System Components Monitoring Components with Alarms Editing an Alarm Edit an alarm from the Configure Alarms window to indicate if it will give off a sound, create an e-mail notification and to specify the number of days an inactive alarm will be stored in history. To edit an alarm: 1 Choose Alarms > Alarm Settings > Configure Alarms. The Configure Alarms screen displays a summary of all alarms.
Chapter 4 Managing System Components Monitoring Components with Alarms Field Description Audible Notification When enabled an audible sound is created on both the Recorder and the Recorder Manager when the alarm is triggered. When disabled no audible sound is heard when the alarm is triggered. Shows as either Enabled or Disabled. As with the Enabled field described above, global settings override local settings.
Chapter 4 Managing System Components 3 Monitoring Components with Alarms Review and edit fields according to the following: Item Description Description Shows a brief, read-only description of the alarm. For details of all Recorder alarms, refer to on page 243. Enabled Check to enable or disable the alarm. A checkmark indicates that the alarm is enabled (active) and that assigned profiles will be notified by email when the alarm is triggered. If disabled, no alarm notification is made.
Chapter 4 Managing System Components 4 Monitoring Components with Alarms Item Description Scheduling Allows you to specify Start and End times for each day of the week when the alarm is to be in effect. Click the Clock icon to open the Time window and set times, or enter times in the format hh:mm:AM/PM Notification Profiles Allows you to select a profile from the Available Profiles window and by clicking the right-pointing arrow move that profile to the Assigned Profiles window on the right.
Chapter 4 Managing System Components Monitoring Components with Alarms Viewing and Monitoring Alarms Monitor alarms to view a list of all active alarms and corresponding alarm details and history. You can also view alarm summary information, silence an audible alarm, clear alarm history and see at a glance which alarms need to be resolved.
Chapter 4 Managing System Components 3 Monitoring Components with Alarms Review fields according to the following: Item Description Alarm Name The short name for the alarm. For a complete list of alarms, refer to on page 243. Last Triggered Date when the alarm was last triggered, based on the time zone settings specified in the Recorder Manager. This may provide trend information to assist in troubleshooting. Details Shows a full description of the alarm, as in the Alarms Summary above.
Chapter 4 Managing System Components 3 Monitoring Components with Alarms Review each alarm according to the following: Field Description Alarm Name The name of the alarm. For a complete list of Recorder Alarms, refer to Alarms Summary on page 244. Last Triggered Date when the alarm was last triggered, based on the time zone settings specified in the Recorder Manager. This may provide trend information to assist in troubleshooting. Details Shows a detailed description of the alarm.
Chapter 4 Managing System Components Monitoring Components with Alarms To clear alarm history: 1 Choose Alarms > View Alarms > Alarm History. 2 Review the Alarm History window, according to the following: Field Description Alarm Name Shows the name of the alarm. For a complete list of Recorder alarms, refer to on page 243 Last Triggered Shows the date when the alarm was last triggered, based on the Time Zone settings set in the Recorder Manager.
Chapter 4 Managing System Components 3 Monitoring Components with Alarms Click Clear All to remove all alarm instances from the Alarm History screen. If you do not clear alarms, they are cleared automatically according to Maximum days to store alarm history described in Viewing Alarm Settings on page 185 System Administration Guide © 2005 - 2008 Verint Systems Inc. Confidential and Proprietary Information of Verint Systems Inc. All rights reserved, worldwide.
Chapter 4 Managing System Components Monitoring Components with Alarms Setting Alarm Notification Profiles Set alarm notification profiles associated with specific recorder alarms to add the profile of another system administrator or user who will be notified by email when the alarm is triggered. You can also directly edit and delete a profile from this area of the Recorder Manager.
Chapter 4 Managing System Components 3 Monitoring Components with Alarms Field Description Assigned to Alarm Shows a Yes/No list indicating if the alarm (as more than one alarm can be assigned to a profile) has been assigned to the selected notification profile. E-Mail Addresses Shows the e-mail addresses of alarm notification profiles assigned to the alarm, separated by a comma or semicolon. There can be zero or many addresses listed here.
Chapter 4 Managing System Components 3 Monitoring Components with Alarms Complete or review the fields according to the following: Field Description Profile Name The name of the profile assigned to the Alarm notification Assigned to Alarms Read-only field that indicates if the Profile Name has been assigned to any alarms. To Email Addresses The e-mail addresses of alarm notification profiles assigned to the alarm, separated by a comma or semicolon.
Chapter 4 Managing System Components 4 Monitoring Components with Alarms Click Save. Deleting an Alarm Notification Profile To delete an alarm notification profile: 1 In the Alarm Notification window, select an alarm notification profile. 2 Click Delete. System Administration Guide © 2005 - 2008 Verint Systems Inc. Confidential and Proprietary Information of Verint Systems Inc. All rights reserved, worldwide.
Chapter 4 Managing System Components Monitoring Components with Alarms Configuring E-mail Servers Configure e-mail servers to identify the server and to add and test e-mail settings that will be used for notifying specified e-mail recipients about component or event alarms. E-mail server settings include a host IP address, port number, and an option to include a username and password if needed. In this way, email notifications can be made automatically.
Chapter 4 Managing System Components Monitoring Components with Alarms Field Description Entry Required? Return e-mail address The source (From) e-mail address used for the test of e-mail server settings. Required Authenticatio n required Checkbox indicating that a specified user name must be used to authenticate the e-mail. If this is checked, the Username and Password fields must be completed.
Chapter 4 Managing System Components Monitoring Components with Alarms Configuring SNMP Nodes Configure SNMP nodes to manage the SNMP (Simple Network Messaging Protocol) node information used for alarm notifications. SNMP trap configurations, once created, are used in setting up alarm notification profiles, where one or more of the SNMP trap configurations is selected.
Chapter 4 Managing System Components 2 3 Monitoring Components with Alarms Review the SNMP Node screen according to the following: Field (all required) Description Name The name of the SNMP trap configuration, such as Atlanta SNMP Server. Host The name or IP address of the server the SNMP trap message will be sent to. Port The port on the PC to which the SNMP traps are sent, such as 162. Community The name used to identify the group to which SNMP devices and management stations belong.
Chapter 4 Managing System Components Monitoring Components with Alarms 2 Complete the SNMP server screen fields as described in Viewing SNMP Nodes on page 202. 3 Click Save. Deleting SNMP Nodes Delete SNMP nodes to remove the SNMP trap configuration and all associated notification profiles from the Recorder. To delete SNMP nodes: 1 Choose System > SNMP Nodes. The SNMP Nodes screen displays a list of SNMP servers. 2 Select one or more entries and click Delete.
Chapter 4 Managing System Components Monitoring Components with Alarms 2 Copy these files to the MIBs directory on the HP SIM server. They must be in this location or the compile does not work, unless you make changes to the command line. 3 Compile the MIBs in the correct order using the mcompile command from a DOS prompt in the same order as above. Once compiled the MIBS are converted to configuration files (CFG's). However, these CFGs do not work until you complete the next step.
Chapter 4 Managing System Components Using Component Information Using Component Information Use component configurations and logs to diagnose problems, exchange configurations, and serve as backups. You can export and import component configurations as well as export and clear component logs. Recorder licensing is also included as component information, as this provides details of the number of licensed channels and other details.
Chapter 4 Managing System Components Using Component Information 2 Click Export. The File Download window displays 3 In the file download window, click Save to save the Recorder’s configuration file. (See Exporting and Importing Configuration Information on page 206 for more information). 4 Complete the export window by specifying a target location for the exported configuration file.
Chapter 4 Managing System Components Using Component Information 2 For Configuration import File Location, type the path where the configuration file is located (see Exporting and Importing Configuration Information on page 206 for more information) or click Browse and locate this file. 3 Click Import. A summary of configuration information displays, including Recorder name, serial number, and the date the file was exported. 4 Click Save when prompted to accept the import.
Chapter 4 Managing System Components Using Component Information Recorder components. You can use component logs for information sharing as well as for troubleshooting. To export component logs: 1 Choose Operations > Component Logs. The Component Logs screen display.
Chapter 4 Managing System Components Using Component Information Capture (can be TDM, or IP) Logs about calls recorded from the TDM or IP capture engine, depending on your installation type for this Recorder. That is, in a TMD Recorder (ITS IP Recorder), TDM Capture shows, and in an IP Recorder, IP Capture shows. Compressor Logs about compressor activity in compressing IP calls or uncompressed TDM calls from Cybertech cards on this Recorder.
Chapter 4 Managing System Components Using Component Information the selected component logs. You will receive a warning message if the file cannot be created within the default time (1 minute). You are then prompted to continue waiting or cancel the operation. Results from cancelled operations are deleted automatically. Clearing Component Logs Clear component log files for one or all component(s) to clear (that is, delete) these files and make space for new ones.
Chapter 4 Managing System Components Using Component Information System Administration Guide © 2005 - 2008 Verint Systems Inc. Confidential and Proprietary Information of Verint Systems Inc. All rights reserved, worldwide.
Chapter 5 Performing System Maintenance System Maintenance refers to daily or regular system operations that you need to do to maintain and troubleshoot the Recorder so that it always runs at an optimum performance level. This includes hardware and software maintenance and hardware and software troubleshooting tasks.
Chapter 5 Performing System Maintenance Performing Routine Maintenance Performing Routine Maintenance Perform system maintenance to ensure that all hardware and software components are operating at peak efficiency. These are tasks that you perform on a regular basis, normally weekly, to obtain maximum flexibility with the Recorder with a minimum amount of service disruption.
Chapter 5 Performing System Maintenance Performing Routine Maintenance 5 Configure the drive by assigning a drive name, whether it is writable, and whether it is to be auto-ejected, as described in Configuring an Archive Drive on page 67. 6 Click Save. The configuration takes effect immediately. To add an archive media device manually, refer to Replacing a Physical Archive Device on page 74.
Chapter 5 Performing System Maintenance 7 Performing Routine Maintenance Choose any of the card(s) displayed in the left panel and configure it as necessary and then click Save. Voice cards with a status of Removed can be copied but cannot be configured and saved. 8 Restart the Capture Component as described in Starting and Stopping the Recorder and Components on page 59 for the configuration changes to take effect.
Chapter 5 Performing System Maintenance Performing Routine Maintenance To replace a hard drive containing data only: 1 Back up all the data on the hard drive being replaced to another source such as a backup service or storage area network. 2 Disconnect the old hard drive and reconnect the new hard drive. For an IDE or SATA hard drive, there are two connector wires: the power connector and the motherboard connector. Sometimes the connection is to a drive controller instead of the motherboard.
Chapter 5 Performing System Maintenance Performing Routine Maintenance media and then updates the system database to reflect that those calls are available on that specific media. You can adapt one of the following back-up and/or media management strategies for your own situation. z z z Replace the media on demand. This means that when you are prompted by Archiver that the media is full, you replace the media. Replace the media at consistent intervals.
Chapter 5 Performing System Maintenance z z z Performing Routine Maintenance When contacts are retrieved in Search and Replay, if the contact is not available online, Search and Replay prompts for the appropriate, read-only media to be inserted. The media label is the identifier. Then you must locate and insert the appropriate media into the drive. Archiver retrieves the requested contact(s) from the media and passes on the Search and Replay to be replayed.
Chapter 5 Performing System Maintenance Performing Routine Maintenance Analyzer Service can be stopped from the Analyzer Manager. 4 Perform the necessary maintenance operation and restart the Recorder by restarting the above services in the reverse order. 5 Log in to the Recorder Manager and click Alarms to see if any of the Recorder components have not restarted.
Chapter 5 Performing System Maintenance Performing Routine Maintenance Performing Software Maintenance Perform software maintenance to ensure that all software components are working properly and that you can efficiently react to any software issues that may arise, including tasks such as installing a service pack, maintaining Unify scripts, backing up and restoring, defragmenting hard drives, and other software-critical activities.
Chapter 5 Performing System Maintenance Performing Routine Maintenance Upgrading the Unify Script Upgrade the Unify script to if the Recorder is operating in a CTI controlled environment and requires new functionality. Do this by updating the Unify script file and xml file. Editing the Unify script and XML files is normally performed by developers and is beyond the scope of this document. To upgrade the unify script: 1 Shutdown the Recorder as described in Rebooting and Restarting on page 219.
Chapter 5 Performing System Maintenance Performing Routine Maintenance To specify disk drives to be monitored: Specify one or more disk drives whose specified thresholds will be monitored by Disk Manager. The internal Disk Management Web Services component populates a list of all eligible hard drives that you can monitor. This window lists only drives that are not used for call buffering. 1 In the Recorder Manager, click General Setup > Disk Management > Drives.
Chapter 5 Performing System Maintenance Performing Routine Maintenance Changing a Serial Number Change a Recorder’s serial number to uniquely identify a Recorder after upgrading from a temporary license or to reflect a change in licensing options. Changing a serial number affects the license key of the Recorder. When you change a Recorder’s serial number, all existing contacts from the previous serial number will be unavailable and unable to be retrieved from Search and Replay.
Chapter 5 Performing System Maintenance Performing Routine Maintenance 3 Add the AgentID, extension and Channel Name under the new channel agent is associated with as described in Updating the Configuration of Voice Card Channels on page 118. 4 Update the agent extension in the Unify mapping tables Adding Extensions on page 225. To delete an agent: 1 In the Recorder Manager select General Setup > Voice Cards > Channels.
Chapter 5 Performing System Maintenance Performing Routine Maintenance Some customers plan to never prune contacts and instead add disk capacity very year or two as the database grows. If you do this, consider upgrading your server every few years to compensate for the increasing size of the database. The end result of failing to prune contacts is a reduction in search and update speed.
Chapter 5 Performing System Maintenance 4 Performing Routine Maintenance Backup the Recorder sub folder under the installation path. This includes all the binaries for the various Recorder components, all transient data such as persistent queues, and all configuration files and log files. To restore the Recorder: 1 z z z 2 Restore the Recorder’s configuration as follows: Log in to Recorder Manager and choose General Setup > Export/Import > Import.
Chapter 5 Performing System Maintenance 4 Performing Routine Maintenance Restore the Recorder on the new host as described in To restore the Recorder: on page 227. To duplicate a Recorder and database server on different machines: 1 Back up the existing Recorder as described in To backup the Recorder: on page 226. Do not backup the system databases). 2 Move the voice cards and trunks onto the new machine. 3 Install the Recorder software on the new machine.
Chapter 5 Performing System Maintenance z z Performing Routine Maintenance Set the initial Table Space size. The initial Table Space size may be too small for long term optimized performance. It is recommended that the initial Table Space size be set to 6 GB. Monitor server performance regularly. You should monitor the performance of the Oracle Server on a regular basis to ensure optimal performance at all times.
Chapter 5 Performing System Maintenance Performing Routine Maintenance FROM sys.V$SGASTAT WHERE pool is null OR pool = 'large pool' OR (pool = 'shared pool' AND (name in ('dictionary cache', 'enqueue', 'library cache', 'parameters', 'processes', 'sessions', 'free memory'))) ORDER BY pool DESC NULLS FIRST, name; As stated before, it is best to try to make the SGA fit into physical RAM and keep it out of virtual memory, however not all systems have enough physical RAM to accommodate the entire SGA.
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