Administrator's Guide

• 1: Introduction
• 1.1: Overview
• 1.2: What's New
• 1.3: Requirements
• 1.4: Specifications
• 2: Install and Setup
• 2.1: Installing on Windows
• 2.2: Firewall Setup
• 2.3: Upgrading CUCM
• 2.4: Migrate To A New Server
• 2.5: Upgrade CallReplay
• 3: Getting started
• 3.1: Your User
• 3.2: User Interface
• 3.3: Main Menu
• 4: Unified Configuration
• 4.1: Configuration Overview
• 4.2: Global Settings
• 4.3: Filters
• 4.4: E-mail Notifications
• 4.5: Permissions
• 4.6: Retention Policy
• 4.7: Cryptography
• 4.8: Recording Policy
• 4.9: Category Tree
• 4.10: Tags and Customers
• 4.11: General Tab
• 4.12: Classifier
• 4.13: Roles
• 4.14: Phone Directory
• 4.15: Email Configuration
• 5: Licensing
• 5.1: License Management
• 5.2: Licensing Pools
• 5.3: Branch Licensing
• 6: System
• 6.1: Watchdog Configuration
• 6.2: E-mail Configuration
• 6.3: IP Phone Service
• 6.4: Tenants
• 6.5: Authentication
• 6.6: CDR Verifier
• 7: Recording
• 7.1: Recording Overview
• 7.2: Network Interface
• 7.3: Call Managers (PBX)
• 7.4: Silence Compression
• 7.5: SPAN Recording
• 7.6: Forked Recording
• 7.7: IPTrade Turret Recording
• 7.8: Silent Monitoring/Recording Supported Devices
• 7.9: JTAPI Encrypted Call Support
• 8: Storage
• 8.1: Storage Volumes
• 8.2: Storage Settings
• 8.3: File Renaming
• 8.4: Call Encryption
• 9: Playback
• 9.1: Replay Calls
• 9.2: Audit
• 9.3: Active Calls
• 10: Quality
• 10.1: Quality Overview
• 10.2: Quality forms
• 10.3: Reports
• 10.4: Answers
• 10.5: Records Evaluation
• 11: Backup
• 11.1: Backup Overview
• 11.2: Configuring Backup
• 11.3: Restore
• 11.4: History
• 12: Session
• 12.1: Log Out
• 12.2: Change Password
• 13: Companion Applications
• 13.1: CallReplay Administration
• 13.2: Change/Reset Password
• 13.3: Site Configuration
• 13.4: Get Support
• 13.5: pgAdmin
• 13.6: TeamViewer
• 13.7: Localization+
• 14: Help
• 14.1: Manual
• 14.2: Service Debug Settings
• 14.3: About
• 15: How-to and Troubleshooting
• 15.1: Optimizations
• 15.2: Configuring Speed Dial Buttons
• 15.3: Testing The Setup
• 15.4: Forked Recording Compatible Devices
• 15.5: Storage Volumes Best Practices
• 15.6: CallReplay Firewall Ports
• 15.7: Interfacing with CallReplay
• 15.8: CallReplay Cloud Server
• 15.9: Localization
• 15.10: Download Files from Our FTP Server
• 15.11: Upload Files Manually to Our SFTP Server
• 15.12: Send Logs
• 15.13: Adding new Phone Services
• 15.14: Editing Protocol Settings in PBXs
• 15.15: LDAP Authentication
• 16: Release Notes
• 16.1: v10.0 Features
• 16.2: v10.2 Features
• 16.3: v10.3 Release Notes
• 16.4: v10.4 Release Notes
• 16.5: v10.5 Release Notes

1 - Introduction

1.1 - Overview

CallRecorder^TM is an easy to use VoIP call recording solution that implements the corporate call recording keeping policy and provides secure and easy access to call records.

Call recording is now an essential business function for all organizations for which phone calls and direct vocal communication mean a voice-assumed contract and request liability and money protection, as well as damage control, better trained and staff retention. This is why RAI Software offers a complete solution, providing with:

• Safety (business liability) - record and backup discussions, contacts and verbal contracts, orders and business processes of the institution, without any risk of losing specific details in verbal communication;
• Customer satisfaction - monitor and improve interaction between customer and staff; register and solve possible complaints before they become "larger issues"; 
• Improve staff quality - train, monitor and coordinate staff by training sales, communication and interaction skills;
• CallReplay allows managers to review and score phone calls according to their work group, listen the conversation, discuss, analyze, train, take decisions; Users are empowered by providing them with accurate records of their calls.
• Better quality operations and cost effective services - all details are centralized and recorded on an electronic file, no more lost details or info, wrong address deliveries, etc.

CallReplay is a self-contained software recorder which includes everything necessary to record VoIP calls (besides the Operating System and server hardware): database, web server, Java VM, etc.

It supports active recording for most major PBXs, having an XML phone service which allows replaying calls directly on the phone, and can be deployed in virtual machines (VMs).

It works perfectly with Cisco & NEC & Mitel & IPTrade VoIP PBXs (no proprietary hardware required) and can scale up from 1 to 1,200 marked devices in a single box configuration.

CallReplay^TM is now at its 9th generation and we are proudly present on the international market (the United States, Asia, Europe) through a network of partners, distributors, Telecom integrators and direct customers.

Main Features and Benefits

• Automatically Record Phone Calls - Damage control and increased accountability in your personnel, suppliers and customers.
• Manual (On-Demand) Control: Recording can also be initiated by the user using the browser or IP Phone Service. Both Full Call and Partial Call recording modes are supported.
• Multiple Recording Methods: CallReplay supports both port mirroring (SPAN) and forked recording (SPANless). Hardware recording coming soon!
• Monitor Live Calls: Listen to a call in progress, through the browser or IP phone service. You can also whisper to the agent without being heard by the external party (IP phone service).
• Browse Recordings by Agent: Superb browsing interface tracks agents across multiple phone numbers.
• Search by caller ids, phone numbers, annotations, time, description, tags, etc.
• Replay, Annotate and e-Mail phone call recordings. Easy, secure access to call recordings, using a web audio player, desktop audio player or IP Phone Service.
• Tagging & Searching calls with customized hierarchical tags has never been easier.
• Call Scoring & Custom Forms: Integrated agent scoring and reporting module.
• Agent Call Statistics Reports: The number of calls made, received, etc by each agent.
• Email Notifications: Automatically send email when a predefined number appears in a call.
• Backup & Restore: Archive calls on DVDs, HD-DVDs, BluRays or SANs. A single DVD can store up to 15,000 calls of 5 minutes each, due to the state-of-the-art voice compression technology incorporated in CallReplay.
• Reverse Caller Lookup: Displays the caller name and business unit using the company Phone Directory.
• Multi Site Replication: Using queued replication, you can record many network partitions and centralize recordings at the HQ. Recording and replication survive a downed WAN link.
• Specialized Speech Compression lowers the storage requirements 8 times over MP3 and allows 18,000 hours of phone calls storage on one 120 GB hard drive.
• Call History: Follow a call as it is transferred, put on hold or parked.
• Audit Replays: Prevent recordings abuse by browsing the list of accesses to a call.
• XML Phone Service: Handily review your past calls from your XML enabled phone (Cisco IP Phones 7940, 7960 & 7970). Authenticate, Browse, Play, Rewind, e-mail, mark important. You can also assign calls to folders.
• Access Control Lists: Fine grained permission system to allow listening and acting on calls.
• Automatic Software U
• Try Before You Buy: Download a fully-featured evaluation version with a friendly configuration wizard from www.call-replay.com

1.2 - What's New

Please refer to the Release Notes chapter for more details.

1.3 - Requirements

Hardware Requirements

Server

• Virtual Machines: VMs are supported in all recording modes. Forked Recording mode works directly, while SPAN recording requires additional configuration to enable network cards to work in promiscuous mode.
• CPU: any modern quad core CPU will support 200+ simultaneous calls, the limits are in the RAM and disk IO subsystems. For virtual CPUs please multiply the number with 1.5, ie the minimum configuration for a VM should be 6 vCPUs or 10 for larger configurations.
• RAM: 8 GB of RAM for the system + 1GB for each million call records stored in the database. For example, if you intend to store 2 million calls in the database, provision at least 10GB of RAM for the server.
• Storage: audio compression rate of 1.7 KB/s means that each GB on the drive can keep about 160 hours of recordings (voice compression is 8 times better than MP3). That is, you can keep 96,000 calls of 10 minutes on one 100 GB HDD. One month of typical call center recordings (160,000 calls) takes about 55 GB.

Network

SPAN recording requires:

• Managed network switch with port-mirroring capability (SPAN)
• At least two network interface cards are required on the recording server, one for each monitored switch, and another for the site (a monitoring port can only receive packets). Using one interface card is possible, but the administration site will only be accessible from the physical console.

Forked recording requires:

• One network interface card on the recording server, for administration site and recording
• Cisco CallManager platforms newer than 5.0. For Cisco CallManager Express please use SPAN recording.
• Selected Cisco phone models.

Software Requirements

Server Side

• Operating System: Any Windows Server. Desktop Windows OSes (Professional, XP, Vista, 7, 10) can also be used, but TCP connection on these platforms are limited to 10 simultaneous sessions, limiting the number of users which can replay calls using the web site or a phone service.

  Firewall The Windows Firewall must be completely disabled in order to not block RTP packets, which use dynamically allocated ports

Important

It is recommended not to run any other server software on a production recording server! Call recording is essentially real-time. Failing to keep up with the traffic can result in lost calls. Other software can unpredictably use critical processor and memory resources which are necessary for packet capture. The application allocates computing resources according to priorities so an uncontrolled processing spike of another program may disrupt recording.

Warning

Most ANTIVIRUS software brands are incompatible with CallReplay for the following reasons:

1. CallReplay has many hundreds of megabytes of executable JAR archives, which are scanned by AV at every service restart. Many times the service times out before it can report succes because the AV tries to scan every JAR file.
2. The recorder software writes and manages hundreds of GBs of audio data. Scanning the recorded data by AV is tremendously slow and resource consuming.
3. Some AV offer active network protection and block or disable the incoming SIP and RTP connections.

We cannot offer support for any problem caused by the interaction with AVs

Client Side

•  Any operating system, with an ever green browser for example Chrome, Firefox or Microsoft Edge (Chromium based).

1.4 - Specifications

Editions

There are two CallReplay^TM editions available: Evaluation and Production.

The Production edition is commercial and provides all the outstanding features packaged into an easy to install kit. The Evaluation edition is a 30 calendar days time limited version (or based on license granted), that contains all the benefits available for Production edition.

If you want an evaluation license, you can request it via email from info@call-replay.com or http://call-replay.com/go/contact.

You can find the latest versions of CallReplay^TM including the Evaluation edition on our website at CallReplay Download{.external-link} page.

Technical Specification

2 - Install and Setup

2.1 - Installing on Windows

You can download the latest version of CallReplay^TM from the CallReplay Download website. Earlier versions of CallReplay can be found at the same location.

To install CallReplay v.10 you need to download and run CallReplaySetup10.0.0.xx.exe

Please refer to Specifications and Requirements sections before launching the installation kit.

Install CallReplay^TM

The installation is straight forward and the package contains everything is required by the system to run without any further intervention. Just follow the screens.

Welcome Screen

1. Check if the setup version you are running is the latest available from our web site.
2. Launch the setup executable
3. Select a language and OK

Make sure you have read the Requirements chapter before proceeding further.  

License Agreement

1. Click "I Accept" if you agree with our license. You may not use the software if you do not agree.
2. Click Next

 Destination Folder

1. Select the destination folder for the application binaries (calls are stored separately);
2. Click Next.

Data folder for storing call recordings and database files

This is the folder where all the user data, including audio files, the database, logs and licenses will be stored. Please select the disk with the maximum available free space. Use a RAID protected disk for this folder.

PreConfiguration

At the end of the setup, the Site configuration application will launch the PreConfiguration web page to assist configuring of the name/IP and port of the administration web site.
The IP of the website is also used for licensing purposes.
You can select the minimum version of TLS protocol to use in securing the web interface and services of CallReplay from. v1.0 to v1.3 are available, to allow for backwards compatibility, especially with old phones.

Next, open the keystore page, where you can add a new self-signed certificate, or import an existing certificate, if you wish.
Note: if you use a self-signed certificate, the CA will contain the declared FQDN so if it changes, you will have to reissue the certificate..

Press done to start the administration web site.

Database Setup

The default setting for the database password is Automatic (system controlled), so if you need direct acces to the database, you will need to set it on manual and input your password.  

Login page

 Enter the user name and password. When running with an evaluation license, this page always displays the name of an administrator and a public password "eval" which works for every user.

2.2 - Firewall Setup

Please use the below table as a reference for setting up your firewall rules, according to your security policies.

2.3 - Upgrading CUCM

After upgrading CUCM to a newer version, follow these steps:

1. Update CUCM version ( PBXs page -> press Edit button on the upgraded PBX -> update **PBX Version **field )

        2. If forked recording is active on the upgraded CUCM, re-run the forked wizard by pressing the button on the required PBX, from PBXs page grid view.

2.4 - Migrate To A New Server

When you want to move your existing installation to a new server but preserve all data, please follow the steps:

I. Easiest Procedure

1. On the old server, shut down the CallReplay and CallReplayDb services and set their Startup Mode to Disabled.
2. Copy or move the CallReplay Data Folder (by default, C:\CallReplay) to the new server. The CallReplay Data Folder is configured once at installation time and contains the sub-folders Database, Calls, Licenses, Logs, etc.
3. Then run CallReplay Setup on the new server. When asked about the Data Folder to use, point it to the copied folder containing old data.
4. After setup completes, you should be able to see the old calls and play them.
5. Cleanup the old server. Do not start the old server again after the license was re-activated on new server.

Note: The Data Folder in Linux is the /var/lib/callreplay/ directory.
 
Things to take into consideration after the migration:
 
Forked PBX Reconfiguration
 
After the migration you may need to run the Forked PBX configuration again, and make sure that:
 
* Under the Auth & Service tab, make sure you modify the Phone service Address (this) field, and fill it with the IP of the new machine:

* Under the Recording Trunk tab, make sure you fill in again the Device Pool and the Security Profile fields (if they were reset):

Different IPs for the Old Server and New Server
 
In case you migrated between machines with two different IPs, you may need to run the CallReplay Site Configuration again (from the Start menu), and make sure you update the Site Host Name and Site IP entries with the new values of the server.

II. Minimum Downtime Procedure

1. Install and configure CallReplay on the new server. Verify that recording works.
2. Copy or move the CallReplay Calls folder to the new server, into a new folder. Exclude from copying/moving the sub-folder of current day.
3. On the old server, shut down the CallReplay and CallReplayDb services and set their Startup Mode to Disabled.
4. Copy/Move the Database folder to the new server, then copy/move the folder left un-copied at step 2.
5. On the new server, shut down the CallReplay and CallReplayDb services.
6. In the CallReplay Data Folder, move the Database and Calls folders to a backup folder.
7. Move in their place the Database and Calls folders copied at steps 2 and 4.
8. Start the CallReplay and CallReplayDb services.
9. Review recording configuration (it has the config from the old server) and verify functionality.
10. If necessary, Restore the Calls folder backed-up at step 6.
11. Cleanup the old server. Do not start the old server again after the license was re-activated on new server.

NOTE

For every migration procedure, both CallReplay server versions must be exactly the same.

2.5 - Upgrade CallReplay

1. Upgrade CallReplay in Windows

This is a short guide which explains how to upgrade CallReplay to the most recent version. Please notice that you do not need to uninstall your current version of CallReplay, nor do you need to delete the calls history or logs which reside by default inside C:\CallReplay. You can perform a full upgrade and keep all your current settings and logs at the same time.

Compatible Windows Versions

CallReplay is known to run on Windows versions starting with, and including, Windows XP. However, for the server, the recommended Windows Server version is 2012.

Method #1: Upgrade CallReplay in Windows Manually

You can use this method to upgrade CallReplay or to install CallReplay freshly, on a system on which it wasn't installed before. In the second case, just skip the first step below. Follow the next few steps:

Step 1. Stop the associated Windows services

First, stop the following Windows services, which belong to the CallReplay platform: CallReplay Call Recorder andCallReplayDB. An example is shown in the image below:

 In the case that the CallReplay Call Recorder service doesn't stop, you may need to hit Alt+Ctrl+Del, start the Task Manager and end the task CallRecorder.exe before you stop the services.

2. Download the CallReplay installer

The CallReplay setup program is an executable file. You can download the latest version from here. Save it somewhere on the hard-disk.

3. Run the CallReplay setup program

Note: Before performing this step, make sure you are logged in as a Local Account Administrator and any antivirus software is disabled.   Now you need to run the installer, which may be called something like CallReplaySetup9.10.0.28x64.exe. You can do so clicking on it in the web browser downloads window or by opening the file manager, going to where the setup installer was saved (usually Downloads) and after that double-clicking the executable setup program.

4. Let the setup wizard follow its course

The installer is automated, and you will need only to press Next throughout the wizard until the installation is complete.

You should leave the values from the Site Configuration window untouched, and then press OK:

5. Finishing the installationCallReplay v10

Once CallReplay finishes the configuration, it will open a web browser to allow you to login. If you are installing for the first time, you will need to pick an administrator username and a password. If you are upgrading, you can proceed and login with the existing account credentials.

6. Run the Forked wizard again

If CallReplay is using Forked recording, after the upgrade it may be needed to run the Forked wizard (Active recording button on the PBX) again, manually going through each tab starting with the second one (Auth & Service), using instructions from here{.external-link}.

Method #2: Installing CallReplay in Windows Using the CallReplay Software Update Utility

Important: The CallReplay Software Update Tool has been retired. Please use only the latest full .exe setups

3 - Getting started

3.1 - Your User

Login

To connect to the CallReplay web interface  you need to open the URL in a modern evergreen browser (Chrome, Firefox or new Edge). Classic Edge or Internet Explorer are no longer supported. The CallReplay URL is: 

http://HOST/callreplay

To open the application just enter your user name and password associated with it, then click Login.

1. Enter your user name
2. Enter the associated password
3. Select language in which you like to see the application

If you forgot your user name or password, contact the system administrator

3.2 - User Interface

The user interface is divided between the menu area and the working area.

The menu are consists of a menu with drop-down lists, linking to all the pages in CallReplay and immediately below, a ribbon with shortcuts to the most important and commonly-used pages.

Immediately below is the working area, which displays the pages. Some pages will divide this area further into 2 zones, with a left tab showing the categories tree and the right one showing the different configuration options for the selected item.

You can resize the interface and font size by holding the Ctrl key and using your scroll wheel.

3.3 - Main Menu

The main menu in CallReplay is accessed my clicking on the CallReplay logo, at the top-left corner of the web interface. From here you can access all the various screens used to configure and run CallReplay.

4 - Unified Configuration

4.1 - Configuration Overview

CallReplay v9 uses a new, hierarchical system of adding new users and roles, with the possibility to configure all the settings related to these users in a new, Unified Configuration panel.

This system allows inheritance for permissions and recording policies, with the ability to edit settings on a per-user basis, grouping of users by folders and management of tags and customers.

This chapter covers the available settings in the Unified Configuration module, available from the System | Configuration menu.

4.2 - Global Settings

Tags represent an additional method to classify calls and to give special attributes to selected calls. By using the filters, you determine which calls are assigned to a tag, irrespective of any other category they may be assigned to (another tag, or user).

By setting the recording policy you may alter the recording behaviour of a certain call to a user (for example recording all calls from specific external numbers, irrespective of the policy that may otherwise apply).

Setting up the Email Notifications enables you to send emails when such a call starts and ends, so you can, for example make sure e-mails are sent to the appropriate persons when important calls are being made, irrespecrive of the usual settings.

Calls assigned to such a tag can also have different retention policy settings.

4.3 - Filters

CallReplay can associate call records with a specific item category (e.g. a user, customer, tag or computer) by matching these elements using filters that you can create.

To create a filter

1. Go to System | Configuration.
2. Select the item category on which the filter aplies.
3. Click Edit.
4. Select Filters tab.
5. Click Add.

To delete a filter

1. Mark the filter line you want to delete using the check box.
2. Click Delete.
3. Click Yes, in the Confirmation dialog.

You can define multiple filters in order to reach complex matching criteria

1. The "Who" field will compare the either the source, destination or both against the filter
2. The "Field" contains the elements that can be filtered:
   • Number - the extension/telephone number of a party
   • Name - the name of a party, as defined in CUCM
   • MAC - the MAC address of a party
   • IPAddress - the ip address of a party
   • Description - the call description, which is filled in the call details menu
   • Duration - the duration of a call, in miliseconds
   • Date - the date of a call
   • Suid - the user ID of a party, in an IP Trade call
3. The "Not" checkbox will negate the result of the filter
4. The "Comparison" field enables you to make different types of matchings to the declared value:
   • Equals - values have to match
   • Starts with - the declared value must be found in the begining of the compared value
   • Ends with - the declared value must be found in the end of the compared value
   • Less - the declared value must be lower than the compared value
   • Greater - the declared value must be greater than the compared value
   • Between - the compared value must be between the two declared values
   • In - the declared value must be found in the body of the compared value
   • Contains - the declared value must be found in the body of the compared value
   • Is Empty - the compared value mst be empty
   • Wildcard(*) - enable use of wildcards (use _ (underline) to match one character, and % (percent) to match multiple characters)
   • RegEx - enable use of regular expressions
5. The "Value" field is the value that will be compared to the selected type of element

4.4 - E-mail Notifications

In the Email Notifications tab you can add addresses to which emails will be dispatched as soon as calls matching the respective user are recorded by the system.

You can add multiple e-mail addresses here, where the E-mail Notifications for this user will be sent 

In order for this to work the SMTP need to be configured. Please refer to E-mail Configuration sections for more details on how to configure SMTP.

Two e-mails will be sent, one at the start of a call and one at the end of the call. They include the call details, as well as a link to the respective call, in the CallReplay interface. Note: the recipient will have to login with a user that has replay permissions for that call, in order to access the URL.

4.5 - Permissions

Newly created users and folders will inherit permissions from their parents. Permissions can be modified however on a per-user basis. Changing a folder's permissions will change the permissions of all children that inherit those permissions.

When a permission is inherited, the inherited value and the node it is inherited from will be shown between brackets. It is possible to change any permission, as long as you have the right for that permission yourself. Permission changes will also inherit down the inheritance line, so changing any permission will change it for all it's inheritants. 

This feature is available only for items of user type

To configure permissions

1. Go to System | Configuration.
2. Select the user for which you want to change permissions.
3. Click on Permissions tab.

• Replay Calls - allow or deny access to replaying calls  (allow setting will show name tags on the right, clicking on them will edit the users or folders for which the recorded calls can be played)
• Is Admin - grants an administrator the rights to change settings within the tenant he is a member of
• Replay All Calls - gives permissions to replay all calls, irrespective of the selection made at "Replay calls"
• Delete Calls - gives permission to delete calll recordings from CallReplay
• Edit Tags - grants the permisson to edit tags
• Super Admin - grants super administrator rights to a user, allowing to create tenants and change global settings, tenent-independent
• Assign Customers To Calls - grants permission to assign existing customers to calls and to create new customers as well
• Login and Replay Own Calls - grants the permissions to log in the web interface and replay calls
• Export - grants the permission to export any call that can be replayed
• Audit - grants access to the audit page
• Assign Tags to Calls - grants the permisson to add tags to calls
• Stop Active Calls - grants the permission to stop the recording of an ongoing call
• Do Not Record - obsolete
• Edit Quality Standards - gives access to quality standards management (add and edit questionnaires)
• Fill Questionnaires - grants permission to fill questionnaires on the recordings that are available
• View Quality Reports - grants access to the Quality Reports menu
• Create user - grants the permission to create new users, with the ability to edit the same permissions that are available for this user

4.6 - Retention Policy

CallReplay can respond to various data retention requirements and can be configured in various ways in order to meet such requirements. By default, CallReplay keeps call records until there is no more storage available.

To set retention policy

1. Go to System | Configuration.
2. Select item category for which you want to customize the retention policy.
3. Click on Retention Policy tab.

• Keep For Period - it will keep the user's recordings for the specified amount of time, then delete them
• Keep Until Backup - it will keep the user's recordings untill they are backed up, then delete them
• Keep until Space Required - will keep user recordings untill the set amount of disk space is reached. 

4.7 - Cryptography

Cryptography allows the encryption of the recorded calls with the use of imported or self-generated certificates.

Before using this feature you need to have valid license that support encryption. Otherwize you will get

In order to enable records encryption, you must first add a certificate. Please open the Certificate Manager link. In the upper left of the Cryptographic Key Manager window you can choose wether to upload a certificate or generate a new one. 

For a new certificate you will need to provide a User ID and a private key passphrase - your certificate password.

   After generating or uploading a certificate, close the window and select it for encryption. Next, select how you want the recordings decryption to be handled:

• Automatic mode will decrypt the calls automatically when playing them from the CallReplay interface
• Passphrase will ask for the certificate's passphrase when playing a call from the web interface
• Disabled will not allow the recordings to be played from the web interface

Encrypt Existing Calls - you can choose if you want to encrypt existing calls with the new certificate, or just encrypt new calls

When playing a call, if Decryption mode is Passphrase, you will be asked for the passphrase of the certificate used to encrypt the call.

If the Decrtyption mode is Automatic, the call will be decrypted automatically and played.

If the Decrtyption mode is Disabled, You will be informed that you need to save the call as it is on your PC, then decrypt it locally using PGP.

4.8 - Recording Policy

Recording policy has been integrated into the new unified configuration menu, so it is now possible to customize it for departments or even users. Inheritance works for recording policies as well. You may change the settings for a particular user, folder, or just go with the default policy:

• The Call Recording Trigger determines if calls are recorded automatically, on-demand or not at all
• The Screen Recording Trigger is deprecated
• Channel Pool subscribes the user to a Pool, please make sure enough channels are provisioned to the selected pool
• On Demand Approval determines if the full call is recorded, or if the recording is done after the request
• Enabling Record Unlicensed will register calls that do not match the recording policy, but they will have no audio recording available
• Incoming, Outgoing or Internal recording determines if a call is recorded, based on the direction of the call

For proper call direction determination, you need to set the External PBX Trunks in the PBX configuration interface. For details, please consult the CallManagers (PBXs) Configuration page

• Recording Parked and Transferred calls will keep recording such a call regardles of the next leg's policy
• Remove Empty will delete all recordings with no associated audio data
• Lookup Party Name will get the CallerID value from the PSTN and associate it

4.9 - Category Tree

Users and departments are managed in a category tree which allows inheritance for permissions and recording policies. On a clean installation, the Category Tree will be similar to the structure shown in the screenshot below:

System > Configuration

The top search field allows you to quickly search and display only the objects matched by the search criteria.

By default, a pre-defined, logical structure is available, defining several folders and the admin username. Each child entry will inherit by default from its parent, however, any option can be overriden by specifically changing its value from Inherit to something else in the respective Recording Policy or Permissions tab.

The categories may contain three types of objects: folders, users and tags.

The Global Settings is the root object of the tree, and has all its inheritable permissions set to a default. Any child who has an inherit permission (as opposed to an explicit permission set manually) will inherit that permission from its parent. Inheritance calculation goes up the tree until the first explicitly set permission is encountered. This permission will also be the one that eventual children will inherit.

The Global Settings folder acts as a logical fallback for added users or folders that will not have set their permissions explicitly.

The Computers special folder will get populated with computer hostnames that are added to Screen Recorder.

The Customers folder contains all the customers that users create. Customers can be ussed to identify and classify calls, store basic customer info, as well as setting different policies for them.

The Tags folder, groups the various created tags.Tags are used to classify certain calls and can impar different policies to them, behaving simillar to Customer type categories.

Adding new entries

To add a new entry to the system, mouse-over the category under which you want to add the user and click on the icon that pops up, as shown in the below screenshot:

A menu allowing you to add a user, folder or tag will appear. Once you click the desired entry (User, Folder or Tag), the Edit Mode will be enabled, allowing you to fill in the details of the newly created entry:

4.10 - Tags and Customers

The Tag and Customer category types can be used to classify calls for a better oranization of recordings, to set different policies to calls or to send notifications when certain calls are being made.

These 2 categories do not have the User and Permissions tab, which is what sepparates them from the user category. In addition, the Customers category has a Customer tab which contains the customer data.

• Customer ID
• Name - the name of the customer
• Email - the email address of the customer
• Address - the physical address of the customer
• Website - whe websire address of the customer

All other tabs serve the same functions as in the User category.

4.11 - General Tab

The General tab allows you to set the name and description of a node, as well as select which nodes are its parents.

   Menu > Configuration > Edit

4.12 - Classifier

The classifier is a back-end mechanism that looks at a call's properties and then compairs them against each category's filters.

When a call starts and when it ends, the classifier compares the call against all the filters and assigns that call to one or more categories. This means that at the call's start, the classification will determine wether the call is recorded or not and other properties, depending on the category that receives ownership of the call. At the call's end the duration might get compared against existing filters which might assign the call to even more categories.

The classifier is also invoked whenever a new filter is added, or an existing one is modified, checking all existing calls against the new filter.

• Status shows the status and speed of the classifier
• Smart classifier is the default option, disabling it turns the classifier into a "safe mode" classifier - do not change unless explicitly instructed by CallReplay support staff
• Thread count: sets the number of threads the classifier will use. Lowering the value will make the classifier work slower, but will decrease CPU load. This should be set accordingly to your CPU resources and third-party CPU load.
• Chunk size: the number of calls it processes at a time - do not change unless explicitly instructed by CallReplay support staff
• Priority: sets the priority of the classifier against other CallReplay functions - do not change unless explicitly instructed by CallReplay support staff

4.13 - Roles

Roles are collections of permissions similar to Windows user groups.
The application has 3 built-in roles: Administrators Group, Supervisors Group and Agents Group.

An administrator can also configure the application so that a manager can only replay calls, with the exception that a manager can view all calls within the filter set.
The administrator account settings are made in application web site.

4.14 - Phone Directory

Phone Directory

This feature allows to identify the caller and destination phone numbers of a call when caller ID is not available. You can organize your contacts hierarchically on organizations and sub-departments by clicking on System / Phone Directory.

Adding External Organization / Department

Press Add button and choose Add Directory for adding new directory.

Adding a new external contact

Press Add button and choose Add User for adding new contact. Each contact can have one or more phones
After adding an external contact, each call with that contact will have it colored in blue, with a tool-tip when hovering the cursor over the contact name.

4.15 - Email Configuration

1. Enter your SMTP server credentials (SMTP server, Authentication User, password).
2. The Admin Email Password is also used for critical alerts.
3. Click Save.

System > E-mail

SMTP Server: The IP or FQDN of your SMTP Server.

SMTP Port: 25 is standard.

TLS: Most people do not use TLS security. This should be left unchecked.

POP3 Server: If the Mail server leverages POP3, input the IP or FQDN. Most people do not use this, so it may be left unchecked.

Authentication User/Password: If the Mail server requires credentials, input the User/Pass.

From E-Mail Address: When low level emails, like exporting a call, the From Address will be used as the From address in the email.

Admin E-mail Address: When System Level emails need to be transmitted to the CallReplay admin, the Admin email address will be who receives those emails.

System level emails may include:

* Running low on storage.

* Calls have not been recorded for X days.

5 - Licensing

5.1 - License Management

Overview

Before using CallReplay you need a valid license. Depending on your specific needs, RAI Software can provide the following licenses:

• Ultimate
• Evaluation
• Replication
• Codecs

Please contact us by sendig an e-mail at info@call-replay.com or check our contact page at http://call-replay.com/go/contact.

There are two kinds of license files: 

• .lix is a generic license, not-activated or bound to any computer.
• .bind is an activated license file which only works on the computer where it was activated. Only production licenses need to be activated.

User Agreement Violations

• Loading the same license file (that is, with the same license ID) on two servers at the same time.
• Using the license file after it has been revoked or superseded by a newer license file.

Add License

To add a new software license file, select System | Licenses from the menu then click the Upload button. The license fill will be automatically activated if necessary and stored in the DataFolder/Licenses directory.

If you have troubles with licencing CallReplay, please contact our web site for license verification, please open the Manual Activation link (http://lix.call-replay.com/Lix/ManualActivation/) on a computer with Internet access and fill in the requested information.

Company Wide Recording (CWR) License

If you have a Company Wide license type, ensure that application can contact CallManager to establish the number of registered phones.

This licensing model is obsolete, do not configure it unless instructed by technical support.

You must supply a user name and a password in the “Company Wide Recording” tab, which is used for authentication with the CallManagers. This user must be the same on all the specified CallManagers. The password must be the same on all the specified CallManagers. You don't need to specify the password each time that you make an update in the configuration page, but only when you need to change the existing password.

System | Licensing | License

Branch Licensing

You may use the same license to run multiple CallReplay sites, by splitting the available channels between them.

You will need to configure the server that has the license activated as the HQ licensing server:

• enable "Act as HQ Licensing Server"
• make sure the "HQ Address" is correct and reachable by the branches
• set a password for the branch connection
• make sure that the branch is enabled once it is connected and appears in the list
• edit a branch to set the number of channels allocated to it

 In order to configure branch licensing, please go to System > Licensing > HQ/Branch Licensing.

The  other servers must be set up as licensed branches:

• go to the Branch tab and check the "Act as Licensed Branch"
• enter the HQ address and port
• enter the connection password
• click save 

5.2 - Licensing Pools

Channel allocation is now achieved through the Licensing Pools page. You can allocate channels to each type of recording here, to suit your specific recording requirements.

• The order tab adds a weight, so that if a user has 2 different recording policies, (a user may reside in 2 departments, for example) it will select the policy with the highest weight.
• All recording policies have their name, quality of service and description displayed here.
• Active Voice Channels / Screen Recorders show the current usage in the respective channel
• Voice subscriptions are the total amount of users that have the respective recording policy. Note: If the number of subscriptions exceed the number of provisioned channels for reserved recording, the configuration will become invalid. You will have to provision more channels to meet the QOS.
• Provisioned channels represents the number of channels you allocated to the respective recording policy.

  System > Licensing > Licensing Pools

Editing a pool allows you to change its properties and allocate recording channels.

• The name will allow you to identify the pool both in the Licensing Pools page and in Recording Policy, when assigning a user to a pool.
• You can use the description to add more info about a pool
• The Screen Recorders and Channels boxes are deprecated
• Reserved Quality of Service enforces provisioning of resources, so that there must always be at least as many channels provisioned as there are subscribers. This means that all calls that are assigned to this channel pool will always have an available channel for recording.
• Best Effort Quality of Service, or dynamic mode allows more subscriptions than provisioned channels. When the provisioned resources are used, subsequent calls will not be recorded untill a channel is freed.
• The Order is used in the case of a call that may ba assigned to different categories, having different Licensing pools settings. The values of the different "Order" will be compared, and the pool with the highest order will be assigned for the call.

Please note that for setting Automatic or on-demand recording, you must set the Recording trigger in the Recording Policy tab, in the Configuration window. The difference between Automatic and OnDemand pools is only for backward compatibility.

5.3 - Branch Licensing

You may use the same license to run multiple CallReplay sites, by splitting the available channels between them.

In order to configure branch licensing, please go to System -> Licensing -> HQ/Branch Licensing.

You will need to configure the server that has the license activated as the HQ licensing server:

• Enable "Act as HQ Licensing Server"
• Make sure the "HQ Address" is correct and reachable by the branches
• Set a password for the branch connection
• Make sure that the branch is enabled once it is connected and appears in the list
• Edit a branch to set the number of channels allocated to it

 System > Licensing > license HQ / Branch Licensing

The  other servers must be set up as Licensed Branches:

• Go to the Branch tab and check the "Act as Licensed Branch"
• Enter the HQ address and port
• Enter the connection password
• Click Save

6 - System

6.1 - Watchdog Configuration

Watchdog is a monitoring component that tracks - at each 60 seconds - the CallReplay service performance and trigers recovery actions, including service restart, and automatic notification in case of impeding errors. In addition, watchdog can be scheduled to perform automatic service restarts, or to send email notification when no recording are made within a specified period of time.

Out Of Memory threshold should not be changed without express instructions from CallReplay support staff.

Configure

Watchdog configuration page can be accessed through System > Watchdog menu.

Restart Scheduling

Watchdog can be scheduled to initiate a service restart at a specific hour and at a specific day of week, or daily.

Watchdog is a monitoring component that tracks - at each 60 seconds - the CallReplay service performance and trigers recovery actions, including service restart, and automatic notification in case of impeding errors. In addition, watchdog can be scheduled to perform automatic service restarts, or to send email notification when no recording are made within a specified period of time.

Out Of Memory threshold should not be changed without express instructions from CallReplay support staff.

E-mail Notifications

Watchdog can be configured to send e-mail notification in case when no recording are made within a specified number of calendar or business days.

Please check E-mail Configuration page for details about how to configure it.

6.2 - E-mail Configuration

CallReplay can be configured to send e-mail notification whenever alerts are available, including:

• Running low on storage
• Call have not being recorded for sevaral days

In order to configure the e-mail notification go to the menu and select System | E-mail.

Where:

• SMTP Server: The IP or FQDN of your SMTP Server.
• SMTP Port: 25 is standard.
• TLS: Most people do not use TLS security. This should be left unchecked.
• POP3 Server: If the Mail server leverages POP3, input the IP or FQDN. Most people do not use this, so it may be left unchecked.
• Authentication User/Password: If the Mail server requires credentials, input the User/Pass.
• From E-Mail Address: When low level emails, like exporting a call, the From Address will be used as the From address in the email.
• Admin E-mail Address: When System Level emails need to be transmitted to the CallReplay admin, the Admin email address will be who receives those emails.

System level emails may include:

• Running low on storage.
• Calls have not been recorded for X days.

6.3 - IP Phone Service

Manual Phone Service Configuration

(This chapter has been obsoleted by the Configure Cisco CM wizard in version 6). Please use the Forked Recording Wizard in the Capture / PBXs page.

Observation: Instructions for setting up a Cisco CallManager Express phone service can be found on Cisco's site:

http://www.cisco.com/en/US/docs/voice_ip_comm/cucme/srnd/design/guide/external.html#wp1074400

The IP phone service is a component of our application that allows users with a primary extension to listen to their calls from their Cisco Phone or to demand recording of calls. 
By accessing the System/Watchdog menu, you can specify the authentication parameters used with the Cisco Phone XML, and other values that affect the way that the service works:

• Cisco User - The user name used for authentication with the Cisco Phone XML.
• Cisco Password - The password used for authentication with the Cisco Phone XML.You don't need to specify the password each time that you make an update in the configuration page, but only when you need to change the existing password.

 System > IP Phone Service

Application Phone XML User

This user is required for the application phone services to function properly. There is only one application Phone XML User, and it is different from the site users. You may choose any user you want, but we recommend creating a new special user that nobody else uses.

Create a new Cisco User or select an existing one

1. Go to the CallManager Administration Site
2. Go to User/Global Directory
3. Click "Add a New User".For more details about adding a new user, please consult the CallManager Help.

Associate all devices with the desired user

 Make sure that this user has all the devices associated to him. 
Go to the CallManager Administration Site

1.  Go to User/Global Directory, then click "Search"
2. Select or create the user you want to use with Cisco Phone XML. For example "CallRecorder"
3. In the User Configuration page, please click "Device Association"
4. Now you have to associate all the phones through which you want to access the application and/or Call Monitoring phone services with this user. If you want to associate all devices, do the following:
5. Press "Select Devices" ( leaving the search field empty )
6. Select "Check All in Search"
7. Click "Update Selected".

Setting up the authentication

•  Go to System/IP Phone Service
• In the "IP Phone Service" page enter the following values:
• In the "Cisco User" field, enter the name of the user that you associated all your phones with (see the previous step)
• In the "Cisco Password" field enter the password of that user
• Press "Save"

To make the application service accessible on your Cisco IP phones, you have to go through the following steps:

Add a new service

1. Go to CallManager Adminitsration / Device / Device Settings / Phones Services
2. Press "Add New" button
3. Set "Service Name" to Call Recorder
4. Service Category must be XML Service and Service Type* Standard IP Phone Service*
5. Set "Service URL" to http://CallRecorderServer(:port)/CallRecorder/phoneService
6. Click Save
   For Demand recording the URL is http://CallRecorderServer(:port)/CallRecorder/phoneService/onDemandPhoneDemandThisCall

Assign the service to the phones you want

For large number of phones this is best done using Device Profiles.
Using the Call Manager Administration site:

1. Go to the CallManager Admin/Device/Phone
2. For each phone having access to CallRecorder, do the following:
3. Go to that phone's configuration page
4. Click "Subscribe/Unsubscribe Services"
5. In the available services list select CallRecorder, then click "Continue"
6. Click "Subscribe"
7. Click "Update"
8. Restart the phones so that they can read the new configuration (only if you had to change the URL to the value we specified)
   1. Go to CallManager Admin/Device/Phone

For each page "Select all", click "Reset", then "Restart".

6.4 - Tenants

CallReplay supports the concept of multitenancy by which an instance of CallReplay can serve different groups of users providing access with specific privileges, or structured in different ways. For example there might be a business branch and its users that can use CallReplay in an isolated way.

Additional tenants may be added hereby clicking the Add Tenant button. You will need to provision the desired number of channels and screen recorders, as well as the company's name TLD and number of branches.

Please note that when you upgrade your license with additional channels/recorders, you will need to assign them here, to the desired tenant.

System > Tenants.

• Company - please enter the company name here, it will be used to identify the tenant
• Please enter the company's top level domain, such as guest-company.com{.external-link} in the TLD field
• Active checkbox enables or disables the tenant
• Branches field represents the number of branch replication channels assigned to this tenant
• You must set the desired number of channels you are granting the tenant in the channels field. Please note that those channels must not be assigned to any other tenannt, including the default one. If all channels are assigned, you will have to revoke some and then check the respective Licensing Pools allocations.
• Mobile phones - 
• Screen Recorders - add the number of desired Screen Recorder channels for the tenant. As with the recording channels, they will need to be unassigned.
• Storage Quota - you can set a storage quota for this tenant. 
• Validity - an expiration date can be set for the tenant.
• Stored Calls will show the number of stored calls for the tenant.

6.5 - Authentication

CallReplay supports two authentication modes: DB and AD/LDAP.

• DB Authentication is the default authentication mode and is integrated at the application level. This means that the user name and password pairs are maintained at database level
• AD/LDAP Authentication can be configured and is the authentication mode that is integrated at operating system level via AD (Active Directory) or LDAP (Lightweigth Directory Access Protocol)

For AD/LDAP Authentication to work, you need an Active Directory or other LDAP compatible service available.

To configure AD/LDAP authentication mode

1. Go to menu System | LDAP Authentication.
2. Select AD/LDAP Authentication Mode.
3. Provide the name of the AD/LDAP server
4. Enter the port where AD/LDAP is listening (389 is the default port for LDAP service)
5. Select the authentication method.
6. Enter the domain's name
7. Provide the user name as is defined within AD/LDAP
8. Provide the password associated as recorded by AD/LDAP

"Save" button becomes active only if a connection test was performed successfully

To configure DB Authentication mode

1. Go to menu System | LDAP Authentication.
2. Select DB* Authentication Mode*.

6.6 - CDR Verifier

The CDR Verifier module is designed to fetch information from the CDR Analysis and Reporting information. The CDR Verifier is available from the System > CDR Verifier menu, but it first must be enabled in CallManager and on a per-PBX basis from Recording > CallManagers (PBXs) in CallReplay.

Enable CDR in PBX

To enable the CDR Verifier in CallReplay, go to PBXs and click Edit on a PBX line. Once the Edit PBX window appears, switch to the CDR Setup tab:

CallReplay uses a built-in FTP server to which CallManager will upload its CDR information. Make sure to fill in all the fields:

• Ftp Server Enabled: This must be checked so the built-in FTP server is active and listening.
• FTP Server: This is automatically filled in by CallReplay with its IP address.
• FTP Username: This will be the username used by CallManager to login to the FTP server. You can change this to a desired username, or leave it to default.
• FTP Password: This will be the password used by CallManager to login to the FTP server. You can change this to a desired password, or leave it to default.
• Directory Path: This is the path used by CallReplay to store the information received from CallManager (e.g. C:\CallReplay\Cdr\10.1.0.30\).
• Import Enabled: Check this to enable CDR imports.

Once the fields are filled in, click OK. One more step is required, and that is to enable CDR uploading in CallManager. Proceed to the next step to do this.

Enable CDR in CallManager

In CallManager, go to System > Service Parameters, and make sure that under the System section, the CDR Enabled Flag is set to True:

Next, open the Cisco Unified Serviceability from the top-right drop-down Navigation entry. Now go to the Tools > CDR Management menu entry. Under the Billing Application Server Parameters section, click the Add New button:

A new window where you can configure the FTP settings should appear:

• Host Name / IP Address*: Enter the IP of CallReplay.
• User Name*: Enter a username to use when authenticating to the FTP server of CallReplay (this will be configured later as well in CallReplay).
• Password*: Choose a password to authenticate to the CallReplay FTP server.
• Protocol*: Choose FTP instead of SFTP.
• Directory Path*: Enter a path in the form /CCM_IP/. This path will be used by CallReplay to place CDR data. By default, it will be stored in DATA_FOLDER/Cdr/CCM_IP (e.g. C:\CallReplay\Cdr\10.1.0.30\).

Click the Add button.

It will take a while until CallManager starts uploading information to CallReplay, and once it does, you should be able to see statistics from the System > CDR Verifier menu.

7 - Recording

7.1 - Recording Overview

CallReplay Call Recorder offers two methods for recording calls: Forked (SPANless) and SPAN recording. The modern, recommended, recording method is Forked Recording, because of its ease of installation.

For Cisco CallManager Express please use SPAN recording, and manually set the PBX type to Express, as auto-detection will not work.

7.2 - Network Interface

Because monitoring ports cannot usually transmit traffic, for production setups the server you are using must have a minimum of two network cards for the application to function properly. One of them will be used for general network traffic and accessing Application Web Administration Interface and the other for listening VOIP related traffic. The NIC selected for website access should have a static IP address. 

Important

The monitoring NIC should not have a routable IP address, because network switches inhibit the transmission of packets from ports used as port mirroring destinations. If the OS routes packets through this port, all sent packets will be discarded. Remove the IP address of the monitoring NIC, or set it a non-routable address, such as 1.1.1.1.

We assume that you have already configured your network switches in order to mirror all VOIP traffic from VOIP LAN to the monitoring NIC of CallReplay otherwise no calls will be recorded.

Open the Recording / Network Interfaces page, and choose which NIC is used for VOIP traffic and which one is used for web administration and general traffic.

To set NIC used for VoIP

1. Go to Recording > Network Interfaces
2. Click in the column Record? the NIC that would be reserved for recording

If you have configured port mirroring correctly, calls will start being recorded immediately. For CallManager Express please see the PBX Configuration chapter.

7.3 - Call Managers (PBX)

Call Managers page allows the management of Cisco CallManagers, Mitel, IPTrade, NEC and other supported telephony controllers.

To add a controller

1. Go to Recording > Call Managers (PBX).
2. Click Add PBX button.
3. Provide all data required by Edit PBX window (see how to edit a controller)
4. Click Ok.

To delete a controller

1. Go to Recording > Call Managers (PBX).
2. Check the row(s) containing the controller(s) to delete
3. Click Delete PBX button.
4. Click Yes to confirm deletion

To edit a controller

1. Go to Recording > Call Managers (PBX).
2. Click Add PBX if you create a new cotroller, or Edit to modify and existing one.

Observation: Cisco CallManager Express is a different type than Cisco CallManager.

7.4 - Silence Compression

CallReplay has the capability to 'trim' silence allowing a significant reduction of RTP and as consequence a better usage of storage space or transmission bandwidth.

Voice Activity Detection is used with IP Trade Turrets to trigger call recording based on the voice signal intensity. It can also be used with Radio Gateways and other analog-to-IP equipment with no call signalling.

To configure silence compression:

1. Go to Recording > Silence Compression.
2. Change settings according with your requirements.
3. Click Save.

• VAD Sensitivity: the level of voice activation detection from which the signal is not considered silence. The default value is Normal (40dB). Other values are Low (30 dB, noisy environment) and High (50 dB, Catch every breath).

• Silence Compression: keep or not to-keep the silence within recordings 

• VAD separation interval: it is enabled when silence is removed within recordings. This is the length of the silence inserted between active signals.

• Recording prolog duration: it means the length of the interval recorded before the moment of active signal.

• Recording prolog threshold:

• Silence before stopping VAD calls: after specified value of silence the recorded call will be stopped.

• Maximum VAD call duration:

  CallReplay has the capability to 'trim' silence allowing a significant reduction of RTP and as consequence a better usage of storage space or transmission bandwidth.

  Voice Activity Detection is used with IP Trade Turrets to trigger call recording based on the voice signal intensity. It can also be used with Radio Gateways and other analog-to-IP equipment with no call signalling.

  To configure silence compression

  1. Go to Recording > Silence Compression.
  2. Change settings according with your requirements.
  3. Click Save.

  

  • VAD Sensitivity: the level of voice activation detection from which the signal is not considered silence. The default value is Normal (40dB). Other values are Low (30 dB, noisy environment) and High (50 dB, Catch every breath).
  • Silence Compression: keep or not to-keep the silence within recordings 
  • VAD separation interval: it is enabled when silence is removed within recordings. This is the length of the silence inserted between active signals.
  • Recording prolog duration: it means the length of the interval recorded before the moment of active signal.
  • Recording prolog threshold:
  • Silence before stopping VAD calls: after specified value of silence the recorded call will be stopped.
  • Maximum VAD call duration:

7.5 - SPAN Recording

Overview

SPAN Recording is a passive technology. It is working with all Cisco CallManagers and all kind of phones as long as they are SIP or SKINNY compatible.

The application service uses a network interface card functioning in promiscuous mode, in order to capture packets for the conversation recording. The host computer or the server need a network connection to voice traffic, through a non-switched hub or through a SPAN port on a switch. For more information about configuring a mirrored port on your switch, read the user manual of the switch. 
You can also visit the following links:

• Configuring the Catalyst Switched Port Analyzer (SPAN) Feature: http://www.cisco.com/en/US/products/hw/switches/ps708/products_tech_note09186a008015c612.shtml

The application works by monitoring phone traffic. There are two types of phone traffic essential to recording:

• signaling (call control), from phones or voice gateway to CallManager
• audio streams (RTP), from phone to phone, or from phone to voice gateway

To be able to record calls, the application needs to intercept both types of traffic, call control and audio streams.
For more information about network sniffing please read the Wireshark FAQ: http://www.wireshark.org/faq.html

Virtual Environment

The difficulty in getting SPAN based/passive recording functional in a virtual environment is the SPAN itself. With the SPAN configured on a physical switch port, all communication will be directed to a physical NIC. This physical NIC MUST be bound on the VM. The reason behind this statement is because most virtual NIC software cannot forward the SPAN information to the VM, so the physical NIC will be required to be bound to the VM. Because of this requirement installing the application into a virtual environment may not be advisable. Allocating a physical device to a VM only requires VT-D support in the host CPU.

Implementation Options

There are two main options in configuring network monitoring:  

1. Record only external calls. This is the easiest. All you need to do is to have the CallManager and the voice gateway in the same switch and SPAN them to the application recording port. If you have them in different switches you need two monitoring NICs in the recording application server, one for each switch. Make sure you are mirroring all the CallManagers and voice gateways, including backup ones.
2. Record all calls, external and internal. For that you will need to have all the phones' traffic monitored to the application recording port. That is, monitor all switches with phones. Usually this is done by placing all the phones in a separate VLAN, and monitoring that VLAN. Using a VLAN also has the advantage of discarding the general (PC) network traffic, which can overload the monitoring interface in both the switch and in the recording application.

Because RTP traffic (green and red in the figure) travels directly between end points, without going through CallManager, in a large enterprise with multiple switches only external calls (PSTN) can be recorded in a cost effective way (one recorder for each voice gateway). 
To record internal calls also, one recorder per switch with IP phones is required.

Server Side Network configuration

Because monitoring ports cannot usually transmit traffic, for production setups the server you are using must have a minimum of two network cards for the application to function properly. One of them will be used for general network traffic and accessing Application Web Administration Interface and the other for listening VOIP related traffic. The NIC selected for website access should have a static IP address. 

Important: The monitoring NIC should not have a routable IP address, because network switches inhibit the transmission of packets from ports used as port mirroring destinations. If the OS routes packets through this port, all sent packets will be discarded. Remove the IP address of the monitoring NIC, or set it a non-routable address, such as 1.1.1.1.

We assume that you have already configured your network switches in order to mirror all VOIP traffic from VOIP LAN to the monitoring NIC of CallReplay otherwise no calls will be recorded.

Open the Recording / Network Interfaces page, and choose which NIC is used for VOIP traffic and which one is used for web administration and general traffic.

 Recording > Network Interfaces

If you have configured port mirroring correctly, calls will start being recorded immediately. For CallManager Express please see the PBX Configuration chapter.

7.6 - Forked Recording

Overview of Forked Recording

Forked Recording (SPANless Recording) is an active recording technology, available only on Cisco CallManager platforms newer than 5.0 and selected Cisco phone models.

Benefits of Forked Recording

Ease of use and management

• Establish complex network architectures not depending on SPAN ports
• Move or reconfigure complete departments with ease
• Improve control over branch locations

Economical

• Reduce OPEX with easier administration as no configuration of SPAN ports is necessary
• Reduced CAPEX – need for fewer elements at the branches

Reliable and secure

• Free-up resources for network monitoring
• Increase reliability utilizing system resources better and more manageable
• Security: Both authenticated and encrypted mode can never be recorded.
• Geo redundancy available with high bandwidth utilization

Additionally

• Internal calls recording = RSPAN, VLAN split to meet SPAN capacity
• Cisco plans support for CUCM 8.x
• Built-in support of recording notification tones

How does it work?

The Cisco Unified Communications Manager (CUCM) interface provides two recording modes:

• Automatic recording of all calls on line appearance. This method is invoked by CUCM.
• Selective recording allowing users to record ad-hoc or also allows recording server to record based on business rules and events.

After calling-in and routing the call to an agent CUCM automatically sends two call setup messages to the Agent device. The 1st call is the agent stream and the 2nd call is customer stream. The Communications Manager invites the recorder to both calls via SIP Trunk and the recorder accepts both calls and receives RTP streams from Agent device.

Forked recording requires:

• usage of the silent monitoring and recording interface of CUCM
• CUCM version 6.0 and higher
• the usage of 3rd generation phones, as detailed here:
• https://developer.cisco.com/site/uc-manager-sip/faq/supported/

Usage notes

Usage of a SPANless configuration will bring major benefits as long as the following requirements and notes are taken into account:

• The expected increase of network traffic
• For PSTN recording only GW span works as simple trunk recording
• TAP switches are able to handle high traffic in large architectures with centralized GW
• Only 3rd generation phones are supported
• There is no support for active-active redundancy
• Interruptions in recording may occur if a failure occurs during the call
• If the WAN capacity is limited, redundant recording may be refused (due to automated network intelligence)

Further reading: http://www.cisco.com/en/US/docs/voice_ip_comm/uc_system/UC6.0.1/features_apps/CMmonrec.html

Configuration Steps

In the Recording / PBXs page, the Forked Recording wizard button appears only when the PBX type is Cisco CallManager, version is greater or equal than 5.0 and the Forked Recording Protocol is selected in the PBX options. In this case other recording protocols should be disabled.

Step 1. Add a new PBX by clicking the Add PBX button.

Menu > PBXs

Step 2. The PBX window appears allowing to edit the PBX settings.

You may need to change the following fields according to the type of PBX:

• PBX Type: This drop-drown list allows the selection of the PBX type, for example CallManager or CallManager Express.
• IP Addresses: The IP address of the PBX. If there are more IPs (for example if you have a cluster) separate the IP addresses by the semi-colon character, or write each address separately on one line.
• External SIP Trunks: The names (not the IP) of your external SIP Trunks. You can enter them one per line.
• PBX Version: The version of the PBX. It is important to insert the correct version using at least the MINOR:MAJOR notation (e.g. 10.5 or 10.5.2 for CallManager 10.5.2). CallReplay takes this version into account when it communicates with CallManager (make sure to change this to the appropriate value when upgrading your CallManager).
• Park Numbers: A list of park numbers. Use the X wildcard to stand for zero or any one digit.

Step 3. Select Next to continue to the Protocols configuration

• Protocols: This list should already have Forked Recording enabled. Make sure it is checked.

Step 4 Edit Cisco Forked Recording

Ensure the password for CallReplay user is set correctly

One the settings are in place click OK and then click the Next  button.

Step 5 Confirm CUCM Username and password and confirm Certificate Security

Click Next button to conitnue

In the next page leave all the fields unchanged unless instructed by technical support. The Phone Service IP address must be routable from the phones' VLAN.  Press Next button.

Step 5. Here you must select the correct CallManager Group, Recorder Extension for CallReplay, the IP address of the CallReply recorder ( also needs to be routable from a phone's IP address ), CSS and Device Pool for recorded phones, Security Profile, SIP port of Callreplay ( Syn-Apps' SA-Announce also uses a SIP trunk so make sure in that case to select another port, such as 5061 ) and the RTP port range used by CallReplay for receiving audio streams. The recorder extension must have the same number of digits as recorded extensions. 

• Recording Profile > Calling Search Space: This is the CSS that will be selected for the Recording Profile. Please use a CSS setting so that the recording trunk phone number is reachable from all the phones which are to be recorded. A quick test would be to call the recording trunk extension from one of the phones to be recorded. The trunk should answer instantaneously and just silence should be heard. A fast busy tone would indicate a connection problem.
• Recording Profile > Recorder Extension: The number that will be used to send SIP invites to CallReplay in order to record. The number of digits for this extension must be the same as the number of digits of the recorded phones.

• SIP Trunk > SIP recorder host (this): Enter the IP of the CallReplay machine
• SIP Trunk > Device Pool: Choose the Device Pool that the SIP trunk will be created with. The recorder should be in a DP which matches the physical location of the recording server. It is recommended that a dedicated DP is used for the recorder so that no media transcoding is necessary.
• SIP Trunk > Security Profile: Make sure to select a Non Secure SIP Trunk Profile or a New Non Secure SIP Trunk Profile, this profile will be configured to use TCP for incoming connections.

Once the above settings are complete, press the Next button. CallReplay will tell CallManager to create all the profiles (if they already exist, they will be overwritten).

Step 6. In the Device Pools section you can select which device pool to configure. Once you selected a Device Pool, in the next tab (Phones), only the phones in the respective pool will be shown.

Step 7. Here you have a list of a phones to manage. Check all phones to record under Record column. Similarly for Service check box. When that check-box is selected, the phone will be subscribed to CallReplay Phone Service (see step 2), which will become available on the Service button (on the phone). Thus we can control recording and monitoring independently for each phone. You can filter phones by*** *Selected / Unselected (record or service) or by typing some text to search in all columns. Checking Reconfigure all controlled phones will update all phones with current shown configuration, otherwise only changed ones will be updated.

Step 8. Press the Next button and the selection will be processed. The status of processing will be shown.

Press the Close button to close the wizard configuration utility.

Cisco CallManager - Alternative/Manual Configuration for Forked Recording

We recommend the usage of CallReplay Forked wizard for configuring your Cisco CallManager. But if you do not want to use this feature follow these steps to prepare your Cisco CallManager for recording.

1. Recording phones using forked

You need to create by hand an application user - CallReplay, a new SIP profile - CallReplay SIP profile, a recording profile - CallReplay recording profile and a new trunk - CallReplay_SIP_trunk.

CallReplay Application User

In CallManager site administration go to User Management > Application User. Press the Add New button and fill in the text fields as follows:

Application User Information

        User ID*: CallReplay
       ** Password**: password
        Confirm Password: password
       ** Presence Group***: select* Standard Presence group*
    Device Information
        Add from the list of Available Devices to the list of Controlled Devices the phones who will be recorded.
        If you use EM profiles then add from "Available Profiles" list to the "CTI Controlled Device Profiles" list the EM profiles who will be recorded.
    Permissions Information
       ** Groups**: press *Add to User Group *button and in list shown subscribe to the following groups: Standard CTI Enabled, Standard CTI Allow CallRecording, Standard CTI Allow Control of Phones supporting Connected Xfer and conf and Standard CTI Allow Control of Phones supporting Rollover Mode

Press Save button to create the application user.

CallReplay SIP profile  

In CallManager site administration go to Device > Device Settings > SIP Profile. Press Add New button and fill in the Name* with value CallReplay SIP profile. Save the changes

CallReplay recording profile

In CallManager site administration go to Device > Device Settings > Recording Profile. Press Add New button and fill in the text fields as follow:
    Name*: CallReplay recording profile
    Recording Calling Search Space: select a CSS
    Recording Destination Address*: xxx - the extension used by CallRecorder. The value must be an unassigned EXT and having the same number of digits as recorded extensions. If extensions in your network have 3 digits then this value must have 3 digits too.

Save the changes.  

CallReplay SIP trunk  

In CallManager site administration go to Device > Trunk and press Add New button to define a new trunk. Fill in the text fields:
    Device Information
       ** Device Name***: CallReplay_SIP_trunk_xx.xx.xx.xx where xx.xx.xx.xx is the IP of CallReplay server.
        Device Pool*: select the device pool where the recorded phones are registered
    SIP information
        Destination Address: the IP of the CallReplay server
        Destination Port: the port where CallReplay is listening ( default value 5061 )
        SIP Trunk Security Profile*: select security profile accordingly
        SIP Profile*: select CallReplay SIP profile ( created  before )

Save the changes.

2. Subscribe phones to the CallReplay Call Recorder Phone Service

Create CallReplay Call Recorder phone service

In CallManager site administration go to Device > Device Settings > Phone Services and press Add New button to define a new phone service. Fill in the text fields as follow:
    Service Name*: CallReplay Call Recorder
**    ASCII Service Name***: CallReplay Call Recorder
    Service Description: CallReplay Call Recorder
    Service URL: http://IP:PORT/CallRecorder/phoneService{.external-link} ( you can get these values from CallReplay Site Configuration );
    Service Category*: select XML Service
    Service Type*: select *Standard IP Phone Service        *
    Enable: True

Save the changes.

Subscribe devices

In CallManager site administration go to Device > Phone and perform the following operations: 
    -select a device;
    -select from Related Links dropdown list option Subscribe/Unsubscribe Service and press Go button;
    -in the new windows select CallReplay Call Recorder service
    -press Next and after that* Subscribe* button;
    -close the window;
After the phone reset the CallReplay Phone Service becomes available for use.

7.7 - IPTrade Turret Recording

CallReplay offers an fully integrated solution for IPTrade Turret VoIP recording, based on active recording. This means that the two platforms are directly connected, without requiring any additional hardware and a duplicate media stream of every conversation to be recorded is sent from the turret to the recorder.

Active Recording Settings

This section represents the system configuration for active recording on IPTrade turrets. Administrators must set the CallReplay as the recording server and indicate that server to the IPTrade system. The following settings have been confirmed to work on CallReplay v7.5 and IPTrade Turret Support Server (TSS) v7.4.24448.

CallReplay settings

On Recording > PBX page choose New PBX and from the PBX Type, select IPTrade Active.

Fill in the the IP Addresses field with any address (ex. 0.0.0.0).

From Protocols list choose IPTrade Active and edit the protocol settings:

• Port indicates the TCP port to listen for incoming connections. Default value is 4456. You must enable this port into the system firewall.
• VAD indicates whether or not the recording server will use Voice Activity Detection settings for silence detection.

Turret Support Server settings

Following settings are required on TSS for integration with the active recoding system.

1. Set turret recording engine

   Go to System\Settings\FTP settings (turrets) and on Recorder - Basic Mode choose "iptrade" for Recorder compatibility.

    

2. Configure the voice recorder address

   Use the same location as the one used to set the recording engine or inside user profile (Account Management\User) or shared profile (Account Management\Shared Profile) go to Settings tab and on Recorder - Basic Mode configure the voice recorder location in form <protocol>://<address>:<port> where:

• Protocol indicates the voice recording system to be considered. Valid values are: vrc.
• Address indicates the IP address or the name of the voice recording service host.
• Port indicates the TCP port to connect to the voice recording service (same as the value used to configure the IPTrade Active Recording protocol in CallReplay).

Example: vrc://192.168.0.1:4456

7.8 - Silent Monitoring/Recording Supported Devices

Silent Monitoring/Recording supported device reference chart for Cisco Unified Call Manager

7.9 - JTAPI Encrypted Call Support

To enable support of encrypted calls the following actions will need to be performed

From within the CallReplay administration GUI

1. Navigate to Call Managers and Add a PBX

1. Add the appropriate details for the highlight boxes in the image

NOTE: Ensure IP addresses include Publisher and all subscribers, FQDN can be used but are not recommended.

Select Next, You will then be presented with the following protocols screen

On Cisco Forked Recording - Select Edit and ensure Secured is enabled/checked

Select OK and Next

Fill out the connection details for your CUCM

select EDIT KEYSTORE,

Within Keystore Editor select + NEW to create a self sign certificate

NOTE: you may also import your own certificate here from a trusted Certificate Authority in X.509 .PEM format

Next export the certificate, and return to Authentication page by selecting SAVE and then select NEXT.

On the FORKED OPTIONS page ensure you have the required Call Security (Secure RTP) and that JTAPI security is set to Secure (TLS). Also make a note of the Instance ID and the Authentication Code by clicking the eye icon.

Select NEXT

If required Modify the Service Name and Description  and verify the Phone service Address (this) is correct – this should be the IP address of the CallReplay server, then Select NEXT

If required modify the Profile name or leave as default, modify Call Search Space and Call Manager Group as required or leave as default,

Leave Recording profile as default or modify if required, select Next

On the SIP trunk tab ensure that you have selected Secure (TLS) - you do not need to be concerned with Certificate editor if yu followed the earlier instructions.

Make any other requried modifications here or leave as default

Select Next

On the Route Pattern tab leave as default or make modifications if required

Select Next

Selecrt your device Pool

Select Next

Select the desired phones / extensions for inclusion for recording

Select Next

Close the wizard

Then launch the web interface for CUCM (Cisco Unified Communications Manager)

And select Operating System Administration

Login into the interface as an administrator

Then select Security / Certificate Management

Select Upload Certificate/Certificate chain

Select Upload Certificate/Certicate chain

For Certificate Purpose* ensure to select CallManager-trust

Provide a freindly name for example : servername-callreplay

Select Browse from Upload File and locate the certificate you exported from the CallReplay keystore earlier or one that you have created from your own CA which is also imported to the CallReplay keystore store.

Select Upload

Once uploaded please note the requirement to restart CallManager and TFTP service on CUCM

8 - Storage

8.1 - Storage Volumes

The Storage Volume page allows to set the folder where the calls are stored. You can add new folders, you can join folder, or you can remove folders. In addition, CallReplay can manage multiple volumes that store calls on separate drives, which will be used in a round-robin order.

To add new volumes

1. Go to Storage > Storage Volumes.
2. Click Add Volume.
3. Provide all the information requested.
4. Click Ok.

• Path - destination path on the local HD, where calls will be stored
• Quota - the maximum space that can be used to store calls. (0 means unlimited).
• Reserved - the reserved storage space for CallReplay

When (Used Space + Remaining Drive Free Space) becomes lower than Reserved Space, a warning e-mail will be sent to the administrator.

The storage volume list will be updated, including the information about free space on available drivers.

To join volumes

1. Go to Storage > Storage Volumes.
2. Click Join on the volume that will be the source
3. Select the To as the destination folder.
4. Click Join.

To delete a volume

1. Go to Storage > Storage Volumes.
2. Select the row with volume to delete.
3. Click on the red circle button in Delete column.
4. Click Yes to confirm.

NOTES

A deleted volume is not removed when it contains calls, will be just marked as deleted and no other calls will be stored on it.

8.2 - Storage Settings

The Advanced Storage Configuration holds further options for the storage of recordings:

Force G729 Recompression will encode all the stored files with the G.729

Capture Device Buffer  - sets the buffer used to store capture packets in SPAN recording. It should not be changed unless instructed by CallReplay support team.

Recording Database Connections should correspond to the number of cores your processor has. Overprovisioning or high processor load from other applications can lead to a decrease in performance or, in the case of SPAN, recording quality

Recording Disk Threads should be tailored to the write speed and IOPS of your current storage. For regular HDD storage, 2 threads should be enough, and SSD based storage can use more threads, up to the number of processing cores.

Temporary Files Expiration - time to keep the temporary files, such as .PNG files

Recording Storage Format allows you to set the file type of the recorded calls. The recording is made in RTP format, and the default setting is to convert it to SPX, which is the most efficient compression format, designed specifically for voice audio. When changing the format, you have the option of converting existing recordings to the new format, as well.

Conversion Threads should be provisioned like Recording Disk Threads, as they have the same impact on the storage hardware. For regular HDD storage, 2 threads should be enough, and SSD based storage can use more threads, up to the number of processing cores.

Player Access Password - auto generated password, used for interfacing with APIs

8.3 - File Renaming

File Name Templates Page allows the administrator to change the template used to generate the file names for storing recorded calls.

The file names template is a string containing macros that expand to values related to the call like the call ID or caller number. The list of macro names that can be used is displayed in the "Fields list" table as can be seen in the image. Click on a macro name from the table to have the macro included at the end of the current file names template. You can also type any macro name from the table in the File Name Template field, surrounded by barces { and }, to include the macro in the file name template string.

The Example field (below the File Name Template field) shows how a file name would look like using the currently displayed template string. Also watch the Example field for errors like a worng macro name being typed in the template string.

A new file name template takes effect after the Save button is pressed, and the new template will be used for all calls recorded thereafter. To also apply the new template to all the old files, that is to rename all previous files using the new template, use the "Rename existing files ?" radio group and select the option "On". For this case, you can use the "Call count" field as an estimate of the number of calls that would have to be renamed with this option.

After saving a new template with the option to rename existing files, you can see the rename progress in the Call count field, in the format "remaning / total", like for example "120 / 550".

The "Cancel" button restores the current template string into the File Name Template field, and discards any changes you might have typed in the input box.

 Storage > File Renaming

8.4 - Call Encryption

Overview

We value your privacy, so we introduced an OpenPGP public key encryption of recorded calls. If you do not have an OpenPGP public / private key pair, you can generate them using a 3rd party software which you can find freely on Internet (see notes on the bottom of the page).

Setting Up Call Encryption

Login as administrator on CallReplay Cloud Server and go to 'Storage' / 'Recording Encryption'.

Click the 'Upload' button and select your OpenPGP public key file. If successful, you will see some of the details of the public key certificate. For the purpose of call encryption, the certificate does not need to be signed.

Upon the next connection of your mobile phones to your tenant, the certificate will be sent to all of them and all subsequent calls will be encrypted using this certificate.

You can change the certificate any time you want, and only subsequent calls will be encrypted with the new certificate, the older ones will remain as they were (unencrypted or encrypted with older certificates).

Notes:
1.Uploading only the public key gives you a great deal of privacy: in case of mobile phone theft, the calls could not be listened. The drawback is that neither you can listen to your calls on the mobile phone.
2.In case you've wondered if someone could listen to your calls uploaded to CallReplay Cloud Server, this way you can be sure nobody could. The drawback is the same: neither you can listen to your calls online.

The only way to listen to your encrypted calls is to download them to a computer, decrypt them with your PGP capable software of your choice. The software will ask you for the private key, will decrypt your files and you can listen to them using your favorite WAV/3GPP player.

Quick setup for call encryption

You can also generate an OpenPGP private/public key pair using 'Generate' button from the same page. After entering a name and a password, you will be prompted to save the private key to your computer.

The generated public key will be sent to your mobile phones and calls will be encrypted using it. However, the private key will not be kept on our server for security reasons, so you should take proper care of the saved key. If you lose it, your calls cannot be decrypted.

Mobile phone encryption configuration

For the encryption to work, after you generated or uploaded a public key on CallReplay Cloud Server, you need to connect your mobile to the server. Make sure you have Internet connection then either go to 'Status' page and click 'Upload Now'.

Then go to the 'Settings' page, 'Upload Server' section and you should see the new info on 'Encryption Certificate' item.

Note: in case you have used multiple certificates over time, for each encrypted call you will see the certificate details on the call details page; this way you can identify the private key required to decrypt the recorded call.

Notes

The encrypted file conforms with OpenPGP standard (RFC 4880). The encryption is done using AES 256.

The generated certificate is a 1024-bit RSA key OpenPGP.

If you do not have an OpenPGP certificate and prefer creating one yourself, you can use GPG4Win, which is a 3rd party OpenPGP compliant free software for Windows: http://www.gpg4win.org.

9 - Playback

9.1 - Replay Calls

Please refer to the Replay Calls in the User’s Guide, section 2.1

9.2 - Audit

Audit Page allows to see who listened a call or who emailed a call. You can filter by auditor or / and by phone number. This option is accessible through Playback / Audit

 Playback > Audit

9.3 - Active Calls

The Active Calls window allows the administrators to view calls which are in progress, monitor them, stop or resume recording. This window is available from the Playback > Active Calls menu or from the Active Calls ribbon button below the menu.

 Playback > Active Calls

The top area of the window, above the current calls table shows the following information:

• Max Licensed Calls: Shows the total number of active, in-progress calls that can be recorded.
• Recorded Calls: Shows the total number of active, in-progress calls.
• Waiting for demand: Shows the total number of calls which can be recorded on-demand when the user selects Record This Call on the phone services button. Call recording can also be triggered from the CallReplay interface by clicking the Start Recording icon on a call in the list. If the user doesn't request recording, the call will not be recorded.
• Not Recorded Calls: Shows the total number of active, in-progress calls which will not be recorded. This can happen due to not enough channels or because of the currently set Recording Policies in Unified Configuration.

 When calls are in progress, they will appear in this window. The columns include the following information:

• Calling Party: The number of the calling party.
• Called Party: The number of the called party.
• Start Time: The date and time the call started.
• Recording Policy: The rules/policies which influence the call and the allocated pool.
• Actions: The 4 icons allow to monitor an active conversation, start recording a call in progress, pause/resume recording a call in progress, or stop recording. When a recording is stopped, the call is discarded and there will be no possibility to record it again.

Monitoring a Call

To listen to a call in progress, click the Speaker icon in the rightmost column. A popup window playing the current conversation should appear:

Recording Policy Column

The Recording Policy column displays information about the recording policies which are matched for an active call. For example, in the screenshot below the active call is recorded only On-Demand, meaning the user would have to press the Record This Call phone service button for the call to get recorded, or the administrator would have to click the Demand Recording button from the CallReplay interface.

On-Demand Policy

Once the user presses the Record This Call button on the phone, a Pool name will appear showing where the call was categorized:

Automatic / Reserved Policy

A call which will be automatically recorded is listed using either Dynamic Automatic or Reserved Automatic recording policies:

Direction Not Recorded

The calls which have a direction for which there are policies in place which explicitly forbid recording (from Unified Configuration > Recording Policy) will not be recorded. These include calls of types: internal, outbound, inbound, parked, transferred. They should not appear in the Active Calls window.

10 - Quality

10.1 - Quality Overview

With CallReplay you have the ability to evaluate any call whether it happens in real-time (active call), whether it is a record of a call or conference record. This can be achieved through customized templated questionnaires ('quality standards') which can be linked with a particular call.

Templated questionnaires ('quality standards') represents a set of questions that have predefined answers and which can be grouped into various categories depending on your particular needs.

10.2 - Quality forms

Before being able to evaluate real-time calls, or their recorded version, you must define quality forms. 

To create a form

1. Go to Quality > Quality form.
2. Click Add.
3. Enter the name for the form.
4. Leave Disabled unchecked.
5. Click Save.

At any time you can disable a form by checking Disabled. This will make the form and questions within unavailable to be linked with call records.

To create a category

• Go to Quality > Quality forms.
• Click Edit button beside the form where you want the category to be created.

• Click Add button.
• Select Category for the drop-down menu.

• Introduce the category name as you like to be refered.

• Chose parent for the new category. It can be a form category or a subcategory.

• Click Ok.

You can change the parent for a category by clicking on Edit button.

To create a question:

Go to Quality > Quality forms.

Select the category where you want the question to be

Click Add button.

Select Question for the drop-down menu.

Click Ok.

10.3 - Reports

To view reports containing questionnaire scores, go to Quality>Reports.

Choose report type Compare Scores, period of the report, department, and quality standard.

To view the report press View report button.

To export the report to an excel file, press Export button.

10.4 - Answers

CallReplay allows the creation of custom 'answers' templates that can be bounded with a particular question depending on specific evaluation needs and based on the context of that question.

[To create a new answer template]{style=“text-decoration: underline;”}:

• Go to Quality > Quality Standards.
• Click Add button.

• Enabled: Make the answer available to be bound with a question
• Label: Meaningful label.

With the installation, CallReplay provides seven predefined answer templates that can be used and which cover most of the needs.

To edit an answer template:

1. Go to Quality > Answers.
2. Select the template you want to edit.
3. Click Edit button.
4. To edit a specific lable, double click over it.

10.5 - Records Evaluation

The questionnaires are accessible in recordings list through extended actions menu

Replay Calls > Call Menu

The Questionnaire menu shows the questionnaires labels with the following information:

• Evaluated questionnaires have their score displayed to the right of the label ( ex: QS 1 ).
• If a questionnaire has a 'N/A' answer, then it will be marked and shown as incomplete ( ex: sta ).
• If a questionnaire has all 'N/A' answers, the score will not be shown and only incomplete will be displayed ( ex: QS 2 ).
• For not evaluated questionnaires, only their label is shown (ex: sta (2) ).

Evaluating Records

Once a standard is 'attached'  to a record, you will not be able to alter the standard anymore. Exception to this is that you can activate or deactivate it.

Calculating scores

Each question can have a real score between 0 and 1 ( ex: 0.5 = 50% ). Unanswered questions have score 0.

The question's importance is a coefficient applied to the question's score. It has one the following values:

• Ignored = 0
• Low = 0.5
• Medium = 1
• Important = 2

Questions of type text have importance 0 ( Ignored ) by default.

When calculating the total score of an evaluated questionnaire, the following algorithm is applied:

1. Sum each answered question's score multiplied by its importance
2. Scale the result to a value between 0 and 100% based on the maximum achievable score of the questionnaire ( sum of answered questions importance ).

Note that if a question has 'N/A' answer, it is ignored from evaluation's total score. It is considered as if not answered, and the total score will scale accordingly ( for example, you can have an evaluation score of 100% if the first question is answered '1*0'*and the second is answered 'N/A' ).

See Reports section for details about how to generate reports.

11 - Backup

11.1 - Backup Overview

CallReplay provides backup and recovery capabilities that allows you to create ‘images’ (i.e. files and metadata), and copy those to a secondary site for archive in case of failure. At any time, in case data must return to original condition, CallReplay can use the backups for recovery.

11.2 - Configuring Backup

To Backup call recordings to a local folder or a windows network share, use the Backup page.

To perform a backup

1. Go to Backup > Backup menu.
2. Click Start.

Before doing a backup, ensure everything is in place in terms of configuration.

Backup Options

In the above image, you can see the backup page, which contains the backup options.

• The** full path** is the location where the backup will be done. Pressing the "..." button, will focus the backup root directory to be changed.
• The maximum backup size is a value that limits total call recordings backup size (example: to fit some external disk)

• The archive type can have one of the following values:
  • Incremental - only calls that haven't been backed up will be included
  • Full - all calls will be included ( other filters applied)
• After backup, you can choose three options:
  • Don't Remove - calls will remain in the database and on disk as they are
  • Remove File, Keep Call Info - will remove the recording files, but will keep the calls in the database, and will not allow you to listen them
  • Remove File and Call Info - will remove the recording files from disk, and remove all calls information from database
• The free space from the backup root directory is shown on the right
• The backup period has three choices:
  • Any calls will be included
  • Between - only calls that have the starting date between the two values will be included.  If one date is empty, then only one date will be used as the interval margin. (example: start date is empty, end date is non-empty, then only calls with a start date below entered end date will be considered for backup).
  • Older than - only calls that have the starting date older than input value will be included

You can choose which calls to be backed up by departments, clicking the departments combo, and a pop-up will appear:

Status Tab

The status tab is visible only when the backup process starts.

In the progress bar, processed calls and remaining calls count are shown.

The text area below shows errors occurred during backup.

11.3 - Restore

To Restore a backup made in a windows network share or local folder, use the Restore page.

 Backup > Restore

Options

To view backups, select a backup root folder or a backup folder from which to restore calls.

You can also select a location from a windows network share (following the pattern \\<server>\<path> )  and login information will be shown:

If no login information is inputted, then the default user GUEST will be used.

You can sort backup entries in the left grid by clicking on a column header.

In the right panel, backup details of the selected backup are shown (same as backup history).

The refresh button located right of the input directory helps rescan for backups.

You can select either to move files from the backup or to copy them.

• If move files is selected, the backup files are removed during restore process.
• If copy files is selected, the backup files remain intact.

 To start a restore operation you can:

• click restore button in the last column of the grid, which restores the backup form that row

•  click restore button from the details panel to restore selected backup

Status

Once the restore operation has started, the status tab becomes visible:

![] (/images/image-placeholder.avif)

11.4 - History

To view a history of backups made and their details, use the Backup History page:

The left grid shows all backups made. You can sort entries by clicking any column header.

The right panel shows selected backup details.

12 - Session

12.1 - Log Out

It is recommended that when you no logger need access to CallReplay to log out the application.

To log out from CallReplay

Go to Session > Logout <user name> and click

You can access Logout als from the toolbar.

To check signed on user

1. Go to Session.
2. The current user is showed beside Logout menu item.

12.2 - Change Password

CallReplay allows you to change your password or PIN at any time.

Change Login Password

If someone else has your password, then they can use the system impersonating your account. We recommend to change your password. Change your password immediately if you have any reason to believe that someone else had access to it or has broken into your account.

You should change your password periodically, ideally at least every six months.

To change your login password

1. Go to  Session | Change Password.
2. Type your current password
3. Type the new password
4. Retype the new password for confirmation
5. Click Save.

Change Personal Identification Number (PIN)

If you are using CUC (Cisco Unicty Communication) you can change your associated user PIN at any time.

[To change your login password]{style=“text-decoration: underline;”}:

1. Go to  Session | Change Password.
2. Type your PIN.
3. Type the new PIN.
4. Retype the new PIN for confirmation
5. Click Save.

When you change your PIN make sure you follow security guidelines provided by system administrator.

Here are few good practices:

• The PIN should not contain your primary extension or its reverse
• The PIN should contain at least three different digits.
• The digits should not all be consecutive, in ascending or descending order (for example, 12345 or 54321).
• The PIN should not be a numeric representation of your first or last name, or the combination of your first and last names. (For example, if your name is John Doe, you could not use a numeric representation of johnd, johndoe, jdoe, doe.)

13 - Companion Applications

13.1 - CallReplay Administration

When you install CallReplay you can configure it to meet your specific needs. After you completed the setup you will have on the server: installed binaries, configured security permissions, configured registry settings, configured database, and the web site.

Please refer to Install and Setup on Windows section for more details on installing CallReplay.

You can access CallReplay in two ways: locally from the server, or remotely.

To access CallReplay locally

Go to Start > CallReplay > CallReplay Administration.

To access CallReplay remotely

1. Open your browser
2. In the address bar introduce the address where the server is installed

If you don't know the exact address, please your system administrator

13.2 - Change/Reset Password

Reset Password

Change Password

Each user that has permission to log in to application site can change his password and pin by clicking Session / Change Password.
They can change only password, only pin or both by leaving blank the undesired field.

13.3 - Site Configuration

You need to run Site Configuration with administrator privileges

13.4 - Get Support

CallReplay Get Support is a symbolic link provided for convenience giving quick access to the support web site that can be accessed at CallReplay Contact{.external-link}.

Sales

For any products and sales related questions including quotes, terms and conditions, or discounts available please contact us via:

Technical

For any technical related questions and support, please contact us via:

Others

For more details about CallReplay please visit CallReplay

13.5 - pgAdmin

CallReplay uses an embedded PostgresSQL and pgAdmin is a popular administration and development platform for PostgreSQL. Both PostgreSQL and pgAdmin comes together with CallReplay.

Database server configuration (e.g. port, user, password) are set during setup proceess

• Default Port: 5432
• Default User Name: callreplay
• Default Password: CallReplay_2005

To open pgAdmin

1. Go to Start > CallReplay > pgAdmin.

For more details and extensive documentation please go to https://www.pgadmin.org/docs/. 

13.6 - TeamViewer

TeamViewer is a proprietary package for remote desktop control and sharing, online meetings, web conferencing and file transfer between computers or mobile devices.

It comes with CallReplay and is installed together with it.

It is provided as a mean for a better support and you can use it to connect with our support specialists.

To open TeamViewer

1. Go to Start > CallReplay > TeamViewer.
2. Transmit Your ID and Password to our support specialists

For more details about TeamViewer features and other settings please check TeamViewer Website{.external-link}.

13.7 - Localization+

Requirements

For creating a custom localization of CallReplay you need at least version 7.1.10 of application installed using a full setup.

Creating/editing CallReplay localization

CallReplay CallRecoder has two major components who need to be translated separately. One component is recorder service and other is site administration.

First thing which must be done is to create a copy of entire Translations folder into CallReplay data folder. Translations folder can be found in installation path, usually c:\Program Files\CallReplay\System\Translations. Data folder is the folder where the database is kept, default value is C:\CallReplay.

Once we have new Translations folder we can start to create/edit translations. All customizations must be done in this new Translations folder otherwise will be lost after first running of CallReplay Software Update or after a full setup.

The tools used for translation are "translate_site.cmd"  and "translate_server.cmd".

Create a new translation for CallReplay site

Go to the new Translations folder created using indications from previous paragraph.

Duble-click on "translate_site.cmd" file. If this is the first time when the translation tool is used you must select a language for translation tool interface:

After language selection the main window of translation tools is shown:

Press the add language button:

Select desired language from the list:

The result is a new Language node:

 Now select the new language and translate every key from the master file to the new language. Next picture show how to do translate "All rights are reserved" to Korean.

The untranslated keys are shown with blue color. So it is easy to know which keys are translated and which not.

For saving the new language press "CTRL+S" which is a shortcut for File>Save option and a new file having name* "site_xx.properties"* will be created where xx is the language code.

Create a new localization for CallReplay service

Go to new Translations folder and double-click on "translate_server.cmd". The same tool as for translating site will be shown excepting that the keys are for CallReplay service.

Create a new localization for CallRecoder service following the same steps as for CallReplay site. The name of the new translation will be "server_xx.properties" where xx is the language code.

Activate a new localization

A new localization becomes active after including in file "locale.properties" the line: *xx=Language *and restarting of CallReplay service.

e.g.: ko=[[한국의]{.hps}]{.short_text lang=“ko”}

Editing an existing localization for CallReplay site and service

Run the translation tool ( "translate_site.cmd" for site and "translate_server.cmd" for service ), select the language and edit the keys accordingly. Save the changes ( CTRL+S or File > Save ).

14 - Help

14.1 - Manual

CallReplay comes with two manuals available in HTML format, both providing detailed information about installing process, configuration, system requirements, step-by-step operations

To access manuals

1. Go to Help > Manual
2. Choose the manual you want to consult

Administrator's Guide: A complete documentation for CallReplay.

User's Guide: A subset of the Administrator's Guide containg the information required by a regular end-user for day-to-day operation and usage of the CallReplay system.

You can download the PDF version of both manuals from CallReplay website.

14.2 - Service Debug Settings

To configure debug

1. Go to Help > Service Debug Settings.
2. Change configuration according with your needs (or as per adviced by support people)
3. Click Save.

• Debug Capture:
  • None:
  • Basic - Control Stream:
  • All - Control and Data Stream:
• Debug Capture Duration: Duration 
• Tracing Priority:
• Max Trace Files:

• JTAPI Tracing: Debug various kind of tracing at various level of detail for JTAPI via JTPREFS.
  • Trace Levels: 
    • WARNING: Trace only warning type events
    • INFORMATIONAL: Trace only status events
    • DEBUG: Trace only debugging events. By enabling DEBUG you can enable or disable various debugging leveles.
  • Debug Levels:
    • JTAPI_DEBUGGING: Trace methods and events.
    • JTAPINPL_DEBUGGING: Trace internal JTAPI implementation.
    • CTI_DEBUGGING: Trace CUCM events that are sent to the JTAPI implementation.
    • CTIIMPL_DEBUGGING: Trace internal CTICLIENT implementation.
    • PROTOCOL_DEBUGGING: Full CTI protocol decoding
    • MISC_DEBUGGING: Trace miscellaneous low-level debug.

14.3 - About

The About page provides detailed information about CallReplay version installed, along with all depended components and modules required.

The detailed information could include: description, version installed, release date, copyright, license terms, etc.

[To access information]{style=“text-decoration: underline;”}:

• Go to Help > About....
• Click the 'element' for which you want detailed information

15 - How-to and Troubleshooting

15.1 - Optimizations

Software Optimizations

The Windows system cache is by default too large. Go to Control Panel / System / Advanced / Performance Settings / Advanced: 

• set memory usage for best performance of Programs
• set processor scheduling for best performance of background services

15.2 - Configuring Speed Dial Buttons

Steps to follow to configure a speed dial button for using a phone service

1. Define a phone service ( Call Manager: Device> Device Settings> Phone Services ), as described in Chapter 19, for this URL:

 http://CallRecorderServer(:port)/CallRecorder/phoneService/onDemandPhoneDemandThisCall

2. Create a new phone button template for your phones ( Call Manager: Device> Device Settings> Phone Button Template ) and select "Service URL"  for button which will be used as a speed dial for our phone service.

3. Go to Device> Phone and select new defined template on phones

4. Subscribe the phone to the phone service

5. The last step is to assign the new subscribed phone service to the phone button ( configured on step 2 ).

After phone reset, the speed dial is ready for use.

15.3 - Testing The Setup

Make sure there are no pending alerts below the menu bar, by clicking on each alert and solving them.

Make a test call

Place a call to an external number. Recording internal calls with SPAN requires the traffic between the two devices must be spanned as well.

Playing a call

1. From the menu, choose Recordings / Replay Calls as shown below:                                                            

2. If there are no calls displayed please skip to the "Troubleshooting" chapter.
3. Click the More button (three lines sign on the right side of every call), choose Properties and a new window, named "Call Details" will appear, as shown below. 
This page contains all information about a call like caller party, called party, duration of call, file size, file format. In the Advanced tab, you will get information about RTP traffic (ip address and port used in recording call). 
In the Description tab, you can provide a description for that call. In the Export tab by pressing "Save Call" you can save the call under Wav format or speex format. You can email that call by pressing "Send Email" button.

 Replay Calls > More button >  Properties

1. Click on Play Button.
2. A pop-up will be open and the recording will start playing.

Attention: You must have a valid G.729 license to play a G.729 recording, otherwise an error will be displayed.

15.4 - Forked Recording Compatible Devices

15.5 - Storage Volumes Best Practices

The following guide outlines some considerations to take into account when setting up your recording storage volume. In practice the application administrator should tahe into account the specific needs, available hardware and any other limitations.

The best and recommended way to set the CallReplay storage volume is on a dedicated partition, on  RAID (1 and above) protected drives.

Provisioning the total available space should be done considering the number of calls you want to store. You can estimate that each 1GB will hold approximately 160 hours of recordings using the speex format. That is, you can keep 96,000 calls of 10 minutes on one 100 GB HDD.

For setting the volumes in CallReplay we will consider 2 examples:

Example 1: A dedicated 500GB partition

In this case, you might want to have both the recordings and the data folder on the same partition. The quota setting, which sets the maximum ammount of space that the recordings may take should leave enough room on the partition for upgrade backups, logs, the database, and various misc files. Therefore, a 450GB quota  will leave a 50GB available space for the rest of the data folder, and various operations. If the data folder is actually on another partition, you can set a quota even higher, leaving only 2-3 GB of free space. The free space we consider even on a purely recording storage partition might be necessary at some moment if large file operations are necessary (archiving of a few days of recordings).

The reserved setting will keep you informed when the available space for recordings (that is free space available + the size of current recordings) drops below the specified amount. Use this to make sure that the database and other operations (database backup on the same partition, logs archiving on the same partition, etc) doesn't take up the space needed for recording. In this case, setting the reserved space just 2 GB smaller than the quota should achieve this purpose.

Example 2: A shared 100GB partition (OS partition)

For a partition that is shared between CallReplay and other applications and most notably the OS, it is necessary to leave enough space available for other uses. In this particular case, setting a quota of 40GB will leave 60GB available for the OS and other applications, which should suffice. The reserved space, in this case should be set lower, as it's quite possible that the OS and the other applications will take more space over time than initilaly envisioned. A 30 GB reserved space will allow the other disk users to take up to 10GB of the planned CallReplay storage space before sending notifications to the administrator.\

The default 1GB Reserved freee space should also be increased for such a partition, 4GB should suffice.

15.6 - CallReplay Firewall Ports

Ports opened on the CallReplay server

CallManager Ports Required by Forked Recording

These ports must be opened on the CM server, or Forked will not work.

Reference: http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/port/7_0/CCM_7.0PortList.pdf

15.7 - Interfacing with CallReplay

CallReplay uses an embedded Postgres 9.0 database. To connect to it you can use PgAdmin III (Start / Programs / CallReplay / Support / PgAdmin III). It is also accesible from Java, C# and all programming languages which can access Postgres.

Port: Set during setup process, default 5432

User name: callreplay

Password: set during setup process, default CallReplay_2005

2. Automatic Login URL {#InterfacingwithCallReplay-2.AutomaticLoginURL}

http://SERVER:PORT/CallRecorder/?user=USER&password=PASSWORD&tenant=TENANT&lang=LANGUAGE

where SERVER is the call recorder ip/address, PORT is the  configured server port ( see CallReplay Site Configuration ), TENANT is the registered name of the tenant ( if not provided, the "default" tenant will be considered ), USER is the login name and PASSWORD is the password in clear text.

If you do not want to provide clear password, you may discard &password=, in that case CallReplay will ask you for password and use provided TENANT and USER.

Also, you can use the base URL with POST method, using the same keys and values as in normal URL:

  http://SERVER:PORT/CallRecorder/Login

3. Call Details {#InterfacingwithCallReplay-3.CallDetails}

http://SERVER:PORT/CallRecorder/?callDetails=CALL_UUID&user=USER&password=PASSWORD&tenant=TENANT

where call_uuid is the uuid of the call, found in Advanced tab of Call Details.

Example:

Sometimes you may want to show only the Call Details dialog, in this case use the following url (note 'nomenu'): 

http://< server : port >/CallRecorder/?callDetails=< call uuid > &user=< user_name >&password=< clear_password >&tenant=< tenant_name >&nomenu

Observation: this is best used inside of an IFRAME

Example:

4. Call Playback {#InterfacingwithCallReplay-4.CallPlayback}

http://SERVER:PORT/CallRecorder/?player=CALL_UUID&user=USER&password=PASSWORD&tenant=TENANT

Observation: this is best used inside of an IFRAME

5. File Storage URL

http://HOST:PORT/CallRecorder/Storage/STORAGE_VOLUME_ID/CALL_PATH

where  STORAGE_VOLUME_ID is the volume index number in the table storage_volumes and CALL_PATH is the path to the required file relative to storage volume, which can be found in the **Call **detail dialog.

Example: http://localhost:8080/CallRecorder/Storage/1/2012/06/20/22/2012-06-20_22-07-47_81267_8666685394-1.rtp

The storage web URL is protected by a password which is random by default but can be configured from the Storage > Advanced > Player Access Password. The user name is "player".

If you need to, you may construct and send HTTP Basic Authorization Header yourself. To do this you need to perform the following steps:

• Build a string of the form username:password{.external-link}, e.g. "player:123"
• Base64 encode the string, e.g. "cGxheWVyOjEyMw=="
• Supply an "Authorization" header with content "Basic " followed by the encoded string, e.g. "Basic cGxheWVyOjEyMw==" so the header will look like "Authorization: Basic cGxheWVyOjEyMw==".

Note:  HTTP error code 401 is sent when the password is missing or incorrect, letting the browser prompt you for user/password. User name is 'player'.

6. Transcoding URL {#InterfacingwithCallReplay-6.TranscodingURL}

Searches the call in the database, then transcode it to the desired output format, and send a redirect response to the temporary URL. If there is more than one call matching the query, the first one is used.

Parameters below are optional, that is searches can be made using any subset of parameters, so there is no longer any need to connect directly to the CallReplay database:

http://host:port/CallRecorder/Transcoder?callId=GUID&wireCallId=x{.external-link}
 &beginTime=yyyy.mm.dd-hh.mm{.external-link}.ss&endTime=yyyy.mm.dd-hh.mm{.external-link}.ss
 &callerIP=x&callerPort=x&callerMAC=x&callerNumber=x&callerName=x
 &calledIP=x&calledPort=x&calledMAC=x&calledNumber=x&calledName=x
 &format=x&password=x&lang=x

Parameters:

• Format:
  • spx or wav - redirects to audio files; when multiple callIds were requested, their audio files are concatenated and the response redirects to the resulted file
  • png - redirects to an image of audio file
  • json - returns a list of details for all calls matching the query, in json format
• beginTime and endTime - calls will be searched for start time between these values (if provided).
• pbxCallId is the SKINNY call ID or SIP call ID
• callId is the database call GUID; multiple callIds may be requested
• numbers and names  are searched for text [containing]{.underline} provided values
• IPs, ports and MACs are searched for exact match
• password is the password set in Storage > Advanced > Player Access Password. Instead of using this parameter, you can send a HTTP Basic Authorization Header instead.
• lang - one of the 2 char language identifier supported by CallReplay (see login dialog in administration site); used to display error messages; can be omitted for english

Notes:

• if the requested format is the same as storage format (see Storage > Advanced), you will receive a redirect to a File Storage URL for the file to be delivered straight from the storage. You need to supply a HTTP Basic Authorization Header in order to successfully download the file, as described in paragraph 5 File Storage URL.
• since the same user/password is used for Transcoding URL and File Storage URL, you may prefer sending HTTP Basic Authorization Header to the Transcoding URL instead of 'password' parameter.
• HTTP error code 401 is sent when the password is missing or incorrect, letting the browser prompt you for user/password. User name is 'player'.
• HTTP error code 412 is sent when other errors occur, along with an error message.

7. External Replication API {#InterfacingwithCallReplay-7.ExternalReplicationAPI}

Downloads call details using HTTP requests.

Prerequsites: 

To use this feature, you must add a replication branch and configure it for Replication API. This means go to the HQ/Branch Replication page, then to the Branch tab, where you add a new HQ. That is, add here the IP address of the computer from which you want to download calls.
This is necessary for two reasons:

1. CallReplay has to maintain a replication queue for this HQ like it does for all HQ-s. This is, in fact, a real HQ, more precisely, a 3rd party HQ (a computer where the calls will finally arrive).
2. This allows you to have multiple 3rd party HQ-s as well as CallReplay HQ-s.

URL Format:

http://HOST:PORT/CallRecorder/Replicator?lang=x&tenant=x&replicationQueueName=x&password=x&lastReplicationId=x&deletePrevious=<true/false>&chunkSize=x

Parameters:

• tenant - the tenant id from which to download call details; can be omitted for default tenant
• replicationQueueName - must contain the exact HQ name (case sensitive) or the IP address entered for this HQ; it may be anything, even a fake IP - it is used just to find the queue with the not-replicated calls for this HQ.
• lastReplicationId - the last confirmed replication id - first time should be 0, the subsequent invocations should contain the last received replication id in order to be deleted from the database and advance to next operations; these IDs are in ascending order, but not necessarily contiguous;
• chunkSize - how many operations to return; can be omitted for default which currently is 50
• deletePrevious - whether to delete the row with lastReplicationId or not; when false, it will be retrieved again and again until deleted
• password - connection password set in the HQ dialog. Please configure CallReplay server to use HTTPS in order to hide the clear text password from a network analyzer. Instead of using this parameter, you can send a HTTP Basic Authorization Header, similar to the one in paragraph 5 File Storage URL. The user name is "replicator".
• lang - one of the 2 char language identifier supported by CallReplay (see login dialog in administration site); used to display error messages; can be omitted for english

Response for new call:

http://HOST:PORT/CallRecorder/Replicator?...&lastReplicationId=5

 <!-- sample respone for a Cisco SIP call -->

<CallRecording>
<ReplicationId>3711</ReplicationId>
<Action>Create</Action>
<origLegcallIdentifier>17083749</origLegcallIdentifier>
<destLegIdentifier>17083750</destLegIdentifier>
<origLegSipCallId>0017e014-1e45000b-9d89d8c8-883d5c8c@10.1.0.61</origLegSipCallId>
<destLegSipCallId>38fe6b00-44510457-27e-6900010a@10.1.0.105</destLegSipCallId>
<globalCallID_callId>8062</globalCallID_callId>
<globalCallID_callManagerId>1</globalCallID_callManagerId>
<CallRecordingId>95a21ee8-adb5-2d5e-c208-6727e663e65f</CallRecordingId>
<StartTime>2014-10-22 16:35:36.746 +0300</StartTime>
 <DurationMS>7300</DurationMS>
 </CallRecording>

<!-- sample respone is for a Cisco SCCP call -->

 <CallRecording>
<ReplicationId>3721</ReplicationId>
<Action>Create</Action>
<origLegcallIdentifier>17083687</origLegcallIdentifier>
<destLegIdentifier>17083688</destLegIdentifier>
<origLegSipCallId/>
<destLegSipCallId/>
<globalCallID_callId/>
<globalCallID_callManagerId/>
<CallRecordingId>3a07f1fb-9dd5-c60f-c2fc-5b14a3597a50</CallRecordingId>
<StartTime>2014-10-22 16:41:30.146 +0300</StartTime>
<DurationMS>6000</DurationMS>
</CallRecording>

<!-- sample response for a deleted call --> 

<[CallRecording]{.start-tag}>
<[ReplicationId]{.start-tag}>24</[ReplicationId>]{.end-tag}
<[Action]{.start-tag}>Delete</[Action]{.end-tag}>
<[CallRecordingId]{.start-tag}>ed29894d-4a34-2944-b827-a76e00bd6b6a</[CallRecordingId]{.end-tag}>
</[CallRecording]{.end-tag}>

</[CallRecordings]{.end-tag}>

Response when there are no more operations at this moment:

http://HOST:PORT/CallRecorder/Replicator?…&lastReplicationId=654 <CallRecordings>

</CallRecordings>

Response in case of error: 

<Error>
<Code>errorCode
<Message>error message
</Error>

Possible error codes:

1 - unknown error

2 - 'replicationQueueName' parameter was not set

3 - password parameter is missing or the password is wrong

4 - specified replication queue name was not found

5 - specified replication queue name was not configured for replication API - please go to HQ/Branch Replication page, edit HQ and check 'Only for Replication API'.

Notes:

• HTTP error code 401 is sent when the password is missing or incorrect, letting the browser prompt you for user/password.  User name is 'replicator'.
• HTTP error code 412 is sent when other errors occur, along with an error message.
• Error messages will be returned in the chosen supported language (default is English).

Deleting Calls

The Replicaton API can also be used to delete calls. You will need to follow the steps from the Prerequsites section of the *External Replication API

URL Format:

[http://HOST:PORT/CallRecorder/Replicator?command=delete&callGuid=x&replicationQueueName=y&recursive=true

Parameters:

• command - use the value 'delete' to delete calls
• replicationQueueName - must contain the exact HQ name (case sensitive) or the IP address entered for this HQ; it may be anything, even a fake IP - it is used just to find the queue with the not-replicated calls for this HQ.
• callGuid - the GUID(Globally Unique Identifier) of the call to delete
• recursive - if true, the call will be deleted from any replication branches it is found on. The default value is false.
• password - connection password set in the HQ dialog. Please configure CallReplay server to use HTTPS in order to hide the clear text password from a network analyzer. Instead of using this parameter, you can send a HTTP Basic Authorization Header, similar to the one in paragraph 5 File Storage URL. The user name is "replicator".

Response in case of successfully deleting a call (non-recursively):

http://HOST:PORT/CallRecorder/Replicator?command=delete&replicationQueueName=Replication&password=PWD&callGuid=7d0b6426-ceaa-9012-4106-2d25f25dccfa

<?xml version="1.0" encoding="UTF-8" standalone="no"?>
<CallRecording>
    <LocalServerStatus>Call not found.</LocalServerStatus>
    <LocalServerMessage>Call not found.</LocalServerMessage>
    <Status>Call not found.</Status>
    <Action>Delete</Action>
    <CallRecordingId>7d0b6426-ceaa-9012-4106-2d25f25dccfa</CallRecordingId>
    <Servers/>
</CallRecording>

Response in case the call doesn't exist or has already been deleted (non-recursively):

<?xml version="1.0" encoding="UTF-8" standalone="no"?>
<CallRecording>
    <LocalServerStatus>Call not found.</LocalServerStatus>
    <LocalServerMessage>Call not found.</LocalServerMessage>
    <Status>Call not found.</Status>
    <Action>Delete</Action>
    <CallRecordingId>7d0b6426-ceaa-9012-4106-2d25f25dccfa</CallRecordingId>
    <Servers/>
</CallRecording>

Response in case the call exists on the main server and on two other replication branches

http://10.1.0.131:80/CallRecorder/Replicator?command=delete&replicationQueueName=Replication&password=PWD&callGuid=835f6c9a-bca9-8b82-05e6-76b1d9b2a7d9&recursive=true

<?xml version="1.0" encoding="UTF-8" standalone="no"?>
<CallRecording>
    <LocalServerStatus>Success</LocalServerStatus>
    <LocalServerMessage>Success</LocalServerMessage>
    <Status>Success</Status>
    <Action>Delete</Action>
    <CallRecordingId>835f6c9a-bca9-8b82-05e6-76b1d9b2a7d9</CallRecordingId>
    <Servers>
        <ServerStatus>
            <Status>Success</Status>
            <IpPort>10.1.0.117:80</IpPort>
            <Msg>Success</Msg>
        </ServerStatus>
        <ServerStatus>
            <Status>Success</Status>
            <IpPort>10.1.0.113:80</IpPort>
            <Msg>Success</Msg>
        </ServerStatus>
    </Servers>
</CallRecording>

15.8 - CallReplay Cloud Server

Introduction

The Cloud Server is a feature of CallReplay which allows you to record calls and upload them on a properly configured CallReplay Cloud Server.

The Cloud Server can be used as a Replication HQ for other CallReplay servers or mobile recorders.

You can make use of this feature in two ways: 

1. Uploading to the public CallReplay Cloud Server located at http://cloud.call-replay.com{.external-link};
2. Configure your own CallReplay Cloud Server - this way you have all features of CallReplay Call Recorder.

Supported mobile phones: Android 2.3.3 or higher; other operating systems may be supported in the future.

Configuring your own CallReplay Cloud Server

First of all, you should acquire a license for this. The license should contain how many tenants you need (i.e. cloud accounts) and how many phones and mobiles you want to record and upload calls.

Upload this license in your CallReplay installation using System -> Licensing.

Add Tenants 

then go to System -> Tenants page. You can add your tenants here.

 System > Tenants

First enter the company name and fill the TLD field with your domain name / website if any.

You can assign a number of Replication Branches, if you want to make this tenant a Replication HQ. In this case, you should allocate a number of channels to those branches and assign them individually from HQ/Branch Licensing  page. That is, if you want branches A, B and C to upload calls to this tenant, write 3 in 'Branch' edit box. Then, if you want A to have 5 channels, B and C have 10, write 25 in 'Channels' edit box, then later go to HQ/Branch Licensing and assign each of them the corresponding channel number. Here you will introduce the total number of channels allocated to the group of branches associated with this tenant.

In 'Mobile Phones' you will write the total number of mobile phones that can upload calls to this tenant (cloud account).

'Storage Quota' - how much of storage space will be allocated to this tenant from the total storage pool. Older records will be deleted when the quota is reached. Enter 0 if you want to use global cleaning.

'Active' - use this checkbox to activate / deactivate the tenant.

'Validity' - if you want to automatically deactivate the tenant after a period of time.

After pressing 'OK' button, a new tenant will be generated and you can see it in the main list. There you can find the generated Tenant ID used for tenant identification.

Add Tenant Admin

You may create multiple user accounts for each tenant, at least one of them should have administrative rights. You can quickly create such an administrative account using 'Add Admin' button from 'Tenants' page.

A password will be randomly generated for the tenant administrator and it will be sent to the specified e-mail address.

Public Tenant Creation

This feature is available only on public CallReplay Cloud Server located at http://cloud.call-replay.com.{.external-link} Anybody can create a trial tenant for itself. This trial tenant will expire after 1 month and its storage quota is limited to 200MB.

To convert a trial tenant to a permanent tentant, please contact sales or support.

Tenant Login

Upon creation of the its account, the administrator will receive an e-mail containing the login credentials. In order to access the Cloud Server, the administrator (and users created subsequently) must enter the Tenant ID along with the login name and password.

After login, you have access to all recorded and uploaded calls. You can playback them (if not encrypted), e-mail them and so on.

15.9 - Localization

Requirements

For creating a custom localization of CallReplay you need at least version 7.1.10 of application installed using a full setup.

Creating/editing CallReplay localization

CallReplay CallRecoder has two major components who need to be translated separately. One component is recorder service and other is site administration.

First thing which must be done is to create a copy of entire Translations folder into CallReplay data folder. Translations folder can be found in installation path, usually c:\Program Files\CallReplay\System\Translations. Data folder is the folder where the database is kept, default value is C:\CallReplay.

Once we have new Translations folder we can start to create/edit translations. All customizations must be done in this new Translations folder otherwise will be lost after first running of CallReplay Software Update or after a full setup.

The tools used for translation are "translate_site.cmd"  and "translate_server.cmd".

Create a new translation for CallReplay site

Go to the new Translations folder created using indications from previous paragraph.

Duble-click on "translate_site.cmd" file. If this is the first time when the translation tool is used you must select a language for translation tool interface:

language_selection_image_not_found

After language selection the main window of translation tools is shown:

 Press the add language button:

Select desired language from the list:

The result is a new Language node:

Now select the new language and translate every key from the master file to the new language. Next picture show how to do translate "All rights are reserved" to Korean.

The untranslated keys are shown with blue color. So it is easy to know which keys are translated and which not.

For saving the new language press "CTRL+S" which is a shortcut for File>Save option and a new file having name* "site_xx.properties"* will be created where xx is the language code.

Create a new localization for CallReplay service

Go to new Translations folder and double-click on "translate_server.cmd". The same tool as for translating site will be shown excepting that the keys are for CallReplay service.

Create a new localization for CallRecoder service following the same steps as for CallReplay site. The name of the new translation will be "server_xx.properties" where xx is the language code.

Activate a new localization

A new localization becomes active after including in file "locale.properties" the line: *xx=Language *and restarting of CallReplay service.

e.g.: ko=[[한국의]{.hps}]{.short_text lang=“ko”}

Editing an existing localization for CallReplay site and service

Run the translation tool ( "translate_site.cmd" for site and "translate_server.cmd" for service ), select the language and edit the keys accordingly. Save the changes ( CTRL+S or File > Save ).

15.10 - Download Files from Our FTP Server

You can download releases from our FTP server, which is located at this address{.external-link}, using the following credentials:
 
User: anonymous
Pass: anonymous
 
Our FTP server can use the passive mode for data transfer on ports in the range of 50000-51000, or active mode on port 20, so make sure to allow connections on those ports in your firewall.
 
In order to download installation setup kits from our FTP server, you can use a web browser such as Firefox or Google Chrome (but not Internet Explorer), or a FTP client such as WinSCP or FileZilla.
 
Use no encryption when connecting to the server.
 
Below is a screenshot showing how to configure WinSCP. In this case, the Passive mode is used, so ports in the range of 50000-51000 will be used. If you uncheck the passive mode, then port 20 will be used in Active mode.
 

 
Once logged in, you may proceed downloading the file of your choice:
 

 
Note that if you are using a web browser and point it to ftp://ftp.call-replay.com/, then passive mode will be used by default.

15.11 - Upload Files Manually to Our SFTP Server

To upload logs manually to our FTP server, first you need to locate the log files which correspond to the time when the issue occurred, archive them using a program such as 7-Zip, and then upload them to the FTP server using the credentials shown below. Please notice that it helps us if you set the Tracing Priority to All inside the CallReplay -> Help -> Service Debug Settings menu before the issue occurs, so that additional information gets included in the log. Also, the most important logs are the ones ending in the .trx extension, so make sure to include them as well.
 
By default, the log files can be found in the following location:
 
On Windows: C:\CallReplay\Logs
On Linux: /var/lib/callreplay
 

The FTP server has been terminated and replaced by the SFTP server

To obtain a SFTP account, open this link in a browser:

https://sftp.call-replay.com/UploadRequest?email=your@email.com

To upload the archive, you can use a SFTP client such as FileZilla, available on both Windows and Linux, which can be downloaded from here{.external-link}, or WinSCP, available on Windows only, which can be downloaded from here{.external-link}.

Please make sure that the SFTP client settings are set on SFTP (not FTP), using encryption.  SFTP is not the same as FTPS.

You must use the port, account and password displayed by the account creation page.

Port 1025 must be open for outbound data transfer.
 
Please tell us in an email message the name of the file that you uploaded.  

15.12 - Send Logs

AI Software is dedicated to its customer and willing to deliver best user and business experience through the products and services. Therefore, CallReply comes with a convenient and easy to use problem reporting coponent that you can use to report, manually or automatically, when something is not working.

Before using this feature it is important to provide contact information that will help RAI Software support people to connect with you.

To configure contact information:

• Go to Help > Send Logs.
• Provide a name for the contact and that will be used for communication
• Introduce the prefered e-mail address to be used in connection with CallReplay problem
• Introduce the preferend telephone number
• Click Save.

To report a problem manually:

1. Go to Help > Send Logs.
2. Select Manaual Reporting tab
3. Introduce requested information
4. Click Submit Report.

• Problem description:
• When the problem appeared:
• Filter log files:
• Include detabase backup:
• Sending option:

Giving more detail int he description helps us to determine cause of a problem much faster. Reporting issues when they happen helps make CallReplay better, and we appreciate the time it takes to give us this information

To report problem automatically:

1. Go to Help > Send Logs.
2. Select Automatice Reporting tab
3. Check Automatic Upload Enabled.
4. Introduce requested information.

By default CallReplay provides a precofigured FTP connection, but you can configure custome ones according with your needs or as per support people recommendation.

To add FTP connection

1. Go to Help > Send Logs.
2. Select Automatice Reporting tab
3. Click Add.
4. Introduce requested information.

To delete FTP connection

1. Go to Help > Send Logs.
2. Select Automatice Reporting tab
3. Check the row(s) containing the FTP connection(s) you want to remove.
4. Click Delete.

15.13 - Adding new Phone Services

    1. Customizing the Phone Services

 The default CallReplay Phone Service will display a menu where different functions can be selected. However, you can customize the Phone Service URL so that you can access a specific function with a push of a button. The different functions and their URL's are displayed in Table 1.
 
Table 1

    2. Adding a new Phone Service

Log in Cisco Unified CM Administration, then go to Device -> Device Settings -> Phone Services and add a new service
 

 
 
Enter the new name of the service and the URL (which can be found in Table 1) and then check Enable
 

    3. Subscribe your phone to the new service

In the Phone Configuration window, select Subscribe/Unsubscribe Services and click go, then select the new service in the pop-up window, click next and subscribe.
 

    4. Add the Service to a softkey button

On the right-hand side, look for add new SURL, click it and add the new service. Attention: if the Add new SURL is in the Unassigned Associated Items list, you will need to create a custom Phone Button Template, to add
the service URL to one of your available softkeys (see section 5).
 
 

    5. Creating a new Phone Button Template

If you need to assign Service URL to softkeys, you will need to create a new Phone Button Template. Go to Device -> Device Settings -> Phone Button templates, find the one you are using for your phone, select it,
press copy and set a new name for it.
 

 
Search for the new template, select it, and configure the softkeys you wish with the Service URL option.
 
 

 
Finally, go back to the phone's configuration, select the new button template and apply the new configuration.

15.14 - Editing Protocol Settings in PBXs

By default, the three protocols listed in a Cisco CallManager PBX are Skinny, SIP and Forked Recording, which come with default settings to record enabled. However, each of these protocols can be configured further by clicking the Edit button on the respective protocol.

Recording > CallManager (PBXs) > Edit PBX

Edit Cisco Skinny

Recording > CallManager (PBXs) > Edit PBX > Edit Protocol

Version: Protocol version, depends on the Skinny versions supported by the firmware of the phones, the default (8.0) should work for most phones.

Port: The Skinny port used by the phones to communicate with CallManager.

Disable This Protocol: Check this if you want to disable this protocol for this PBX.

Deny: Ignore calls and do not record calls using this protocol for this PBX.

Edit SIP

Recording > CallManager (PBXs) > Edit PBX > Edit Protocol

Port: The SIP port used by the phones to communicate with CallManager.

Disable This Protocol: Check this if you want to disable this protocol for this PBX.

Deny: Ignore calls and do not record calls using this protocol for this PBX.

Edit Cisco Forked Recording

Recording > CallManager (PBXs) > Edit PBX > Edit Protocol

Play Recording Tone: Enable this option so that users will hear a recording tone in their phones whenever the call is getting recorded.

Recorder Address: The IP of CallReplay.

Password: The password of the CallReplay username.

Username: The username which is used for the Recording Profile.

Record Encrypted Calls: Check this to be able to record encrypted calls.

Port: The port used for SIP communication.

Disable This Protocol: Check this if you want to disable this protocol for this PBX.

Deny: Ignore calls and do not record calls using this protocol for this PBX.

15.15 - LDAP Authentication

Introduction

To be able to login in CallReplay with an LDAP account, the connection to LDAP server needs to be configured in CallReplay

Overview for LDAP connection and configuration

To have the best integration for LDAP server, we recommend Microsoft Active Directory.

Requirements

We recommend the forest and domain level to be at least Windows Server 2012 R2

Connection settings steps

Step 1. Go to System→ LDAP Authentication

Insecure Microsoft Active Directory Configuration example:

Step 2. Check “Use Active Directory / LDAP Authentication” and enter the bellow settings

Server Name:        LDAP Server FQDN (Fully Qualified Name) as example DC FQDN

                                    (wdc.record.local)

Server Port: LDAP server Port Number, for insecure connection (389,3268) and

                                    for secure connection (636, 3269)

TLS:                           Enabled for secure LDAP, Disabled for insecure LDAP

Method:                   Type of LDAP connection Methods. Available Methods are simple

                                    DIGEST-MD5 and GSSAPI

Default Domain:   Default domain used for user login as example (record.local)

KDC host:                 Kerberos host FQDN as example DC FQDN (wdc.record.local)

User Name: LDAP bind username. For Microsoft Active Directory can be normal

                                     domain user account. The username can be sAMAccountName or UPN

                                     for Microsoft Active Directory

Password:  LDAP bind username password

If you want to enable secure LDAP, then select “edit keystore” button and import the secure LDAP certificate, in PFX format as recommendation

Secure Microsoft Active Directory Configuration example:

Step 3. After you have entered the needed settings, please press the test button. If you receive a “Test Succeeded” message then if you have configured the LDAP connection from CallReplay server. If the message it is different, please review your settings.

Step 4. After the configuration it is tested with success, please press the save button.Make sure to have both “Use DB Authentication” and “Use Active Directory / LDAP

Authentication” enabled when you press the save button. We recommend having both  methods of authentication enabled, to Use DB Authentication as fallback to LDAP Authentication.

Use DB authentication it is the default method of CallReplay which has at least one user. It is the method used by CallReplay when it is installed.

16 - Release Notes

16.1 - v10.0 Features

16.2 - v10.2 Features

16.3 - v10.3 Release Notes

Transcription

The major feature in is the initial beta release of the CallReplay Transcription technology, a fully in-house speech-to-text transcription technology, available in the cloud or on the premises.

The fundamental issue with call recording is that less than 2% of all calls get listened by a human supervisor, because there is simply not enough physical time for a supervisor to listen to 50+ agents. But a human can read about 10x faster than they can listen, so the coverage can be improved tremendously. Other things made possible by speech-to-text:

1. Include the content of calls in documents and reports.

2. Searching through calls

3. Use trigger words to send notifications.

4. Sentiment Analysis.

5. Content Classification

Important Facts about CallReplay Transcription:

1. Transcribes English to text, which can then be used to assist playback or exported.

2. 96% accuracy on our test set, but  we can improve for any given customer. We can also add industry specific vocabulary.

3. We can add more languages on request.

4. Usable on premises or as a cloud service. During the beta we will only provide it as a cloud service to minimize problem resolution time.

5. 100% life cycle control with 100% of source code under RAI’s control and management. So if any quality problem appears, we can fix it.

6. Fully integrated with the call recorder's UI. Words are highlighted during playback. Clicking on a word will direct the player to the relavant position.

7. Very easy to access using either HTTP or our Java SDK. Partnerships are welcome!

8. [Very fast transcription speed compared to other cloud providers, get your transcription back in minutes not days.]{style=“letter-spacing: 0.0px;”}

Coming Soon

• Real-time transcription for triggering alerts
• Full text search
• Sentiment Analysis.
• Content Classification

Please let us know if you have any questions of this new and exciting technology. We can also schedule a phone call at your convenience.

Fixes

16.4 - v10.4 Release Notes

16.5 - v10.5 Release Notes

Critical Update, please upgrade ASAP

This version changes the focus from Ease of Use to Secure-First. As such, we overhauled the security infrastructure which introduces breaking changes you should be aware of.

Breaking Changes

1. The web site can now be accessed over HTTPS only. The HTTP port always redirects to HTTPS, no exceptions. If you do not have a certificate already, you may generate a self signed one, using the embedded Certificate Manager, but we recommend you generate one using your enterprise root certificate. That also applies to all other connections, such as Replication.
2. The database password becomes system controlled and is changed by default to a random value. If you need direct access to the DB, you should set a NEW manual password, using PreConfiguration. Do not revert to the old password.
3. The default security profile is not compatible with SIP over TLS. In order to accept connections from CUCM v14 SIP over TLS, please lower the security profile from TLV v1.3 to v1.2.

Changes