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Overview
This document is the System Administrator’s Guide for OAISYS Tracer. The System Administrator is assumed to be a person familiar with the phone system, computers, and local area networks.
This document is intended to be the main source of information for installing, configuring, maintaining, and troubleshooting an OAISYS Tracer System. Some other documents and on-line help files are referenced from this document.
When installing a Tracer system we recommend you try using the Tracer Quick Start Installation Guide as it is much shorter and focuses on the installation process. If you have additional unanswered questions during the installation process please refer back to this document.
What’s New in Version 2.0 The latest version OAISYS Tracer, version 2.0, adds a number of feature enhancements and product improvements including the following: Size Expansion -- the limit of 96 recording ports has now been increased to 192 ports (8 T1s). Note: Systems over 96 ports require a larger Advanced Plus PC (see Tracer System Configurations ). Real-Time Call Monitoring – Tracer now allows local or remote supervisors to view and listen to calls in progress from a sound-equipped PC anywhere in the world. That is, using a new client application, called the OAISYS Call Monitor, a supervisor can access a Tracer system, view calls in progress, selectively listen to any of those calls, and even coach the employee on the call (using OAISYS Chat) PBX integrations -- OAISYS Tracer is now compatible with additional PBXs via low-cost SMDR integration (see Phone System Integrations for details). Multi-Server sites -- Sites using multiple Tracer systems or sites with both a Tracer and an OAISYS system now operate more seamlessly (see Connecting Tracer with an OAISYS Server and Connecting a Tracer with an Additional Tracer ). Recording Integrity – Tracer recordings can now be checked (using OAISYS Replay) to see if a recording file has been altered from it’s original content. Dynamic Port Licensing – For sites needed to only simultaneously record on a subset of the total number of hardware ports, dynamic port licensing can be use to lower the cost of the system (see Port Licensing for details). OAISYS Replay - OAISYS Replay has a number of additional enhancements including a Print function as well as more integration with OAISYS Net Phone Web Replay – Tracer can be configured to allow remote users to view and playback recordings using only a standard browser. Replay Users Access Control - OAISYS Replay users can be setup so that they can view and playback only certain types of calls like: calls to/from certain phone numbers, calls with a specific account codes, calls to selected DNIS numbers, etc. Please refer to Supervisor (or Snoop) Clients for more details. Recording Triggers – When using wildcards for triggers you can now designate list exceptions. For example, this makes it much easier to setup a configuration like “Record all phones except extension 1001” (see List Exception Entries for details).
OAISYS Tracer System Administration Manual Overview · 1 Multiple E-mail Destinations – it is now possible send E-mail to multiple destinations (separated with semi-colons). This can be useful, for example, when sending a copy of a recording or with Alarm information. Database usage – The Tracer Wizard now displays what percentage of the call history database is used or available.
OAISYS Tracer System Administration Manual Overview · 2 What’s New in Version 1.2 This section shows what was new in version 1.2 of OAISYS Tracer as follows: Additional analog voice board -- a 16-port analog voice board is now available in addition to the existing 4-port and 8-port boards. Additional digital voice board -- a single-port T1/PRI voice board is now available in addition to the existing dual-port T1/PRI board. The dual-port T1/PRI board will now support a PRI and a T1 trunk on a single card – formerly both ports of the board had to be of the same trunk type (PRI or T1). Boards with both PRI and T1 connected must have the PRI attached to the first span on the board. Voice ports can now be individually disabled so that fractional T1, fractional PRI, and partially used analog boards can be supported. OAISYS Tracer is now compatible with additional PBXs via low-cost SMDR integration (see Phone System Integrations for details). Authorized stations can now enter a PBX account code to restart a stopped recording (see Using PBX Account Code to Start Recording for details). For triggering recordings on just certain PBX extensions, wildcards can now be used in the Stations lists to make it easier to create lists of multiple stations. OAISYS Replay contains a number of enhancements including a simplified and more powerful searching capability. An after-call action can now be used to “Delete this Recording”. For example, you could create a special “Delete Recording Account Code” that employees could use whenever a caller states that they don’t want their call to be recorded. Tracer now supports backing up recordings files to Network storage areas in addition to various removable media (DVD, CD, Tape, etc.). Sites using multiple Tracer systems link the individual Tracer databases to a master database so that viewing, searching, sorting, and backups of all the Tracer systems can be done at a central point.
OAISYS Tracer System Administration Manual Overview · 3 Product Overview OAISYS Tracer is a full-featured call recording solution (sometimes referred to as Call Logging). It connects to the phone lines (trunks) of a business and will record selected or all telephone calls into computer files that can then be listened to by supervisors or other appropriate employees using sound-equipped PCs on the network. OAISYS Tracer includes the Tracer Server PC and software, which is typically installed alongside the telephone system, and the Tracer Client software that can be easily loaded onto existing desktop PCs as shown in Figure 1.
PSTN Trunks
Passive Phone TAP System
Tracer Tracer Server Recording Manager (TRM)
Call History & Tracer Recordings Wizard
LAN
Internet
PC PC Tracer Clients PC Figure 1: Connection Overview
OAISYS Tracer System Administration Manual Overview · 4 Tracer Server Components
The following diagram, Figure 2, shows the main components on the Tracer Server. Tracer Server PC – Is a Windows 2000 class PC with all of the Tracer Server hardware and software components loaded. It is typically connected to the LAN of the business allowing the Tracer client applications to be used from desktop PCs. Voice Hardware – One or more voice boards are installed to provide the ports to be connected to the telephone trunks. These boards provide from 4 to 48 ports per board with a maximum of 192 ports per PC. Voice Assistant Tracer (VAT) – This software component monitors and controls the voice boards and the individual voice ports on those boards. Tracer Recording Manager (TRM) – This software is the main recording component that manages all call-recording activity. It watches call activity and based on the user-specified configuration decides which calls should be recorded. Tracer Administrator – This software component allows the administrator to setup and change the Tracer configuration to specify which calls should be recorded. This software can be used on the Tracer Server PC or on other PCs on the LAN as a client component.
PSTN Trunks
Passive PBX TAP CTI link or SMDR link Voice Hardware ( Optional ) Tracer SMDR Service Server Voice Assistant Tracer (VAT) OAISYS E-mail Service Net Enabler Server Key File Streaming Service Tracer Call Recording Historian Manager Recordings (TRM)
Call History dbase Tracer Backup Administrator Assistant
Microsoft Tracer Wizard IIS
Figure 2: Server Components
OAISYS Tracer System Administration Manual Overview · 5 OAISYS Net Server – This is the licensing server software for the system as well as the CTI or SMDR interface (if an appropriate PBX link is connected). Enabler Key – This is the license key that must be installed for the system to operate. Also referred to as OAISYS Lock, CopyKey, or Dongle. SMDR Service – This is a service program that connects to the PBX SMDR output (please see Other Service for more details). E-mail Service – This is a service program that connects to a customer provided E-mail server and allows Tracer Alarms and Actions to send information and/or recordings via E-mail. (please see E-mail Service for more details). File Streaming Service (FSS) – This is a service program that provides file streaming functions for client programs. Call Historian – This is a service program that maintains a database of all calls being recorded. It can also periodically clean out or purge older recordings to make room on the server for more recordings. Backup Assistant – This software is used to assist in backing up and archiving recorded files. It moves recorded files into a backup staging area on the Tracer Server to make the backup process simple and straightforward. More details for using the Backup Assistant program are provided in its on-line help file. Microsoft IIS – This is a web server service provided as part of the operating system. This service is needed for browser-based client applications, like Web Replay. Tracer Wizard – This software is used to help simplify the process for configuring the OAISYS Tracer system.
Tracer Client Components OAISYS Tracer supports a number of different client programs. OAISYS Replay – This software can be loaded on any sound-equipped desktop PC to view the call history and play the recorded files. Users of this software must login to the server with a valid name and password. In this way access to recordings can be limited to the appropriate personnel. Details for using the Replay program are provided in its on-line help file. Note: This application can only be used by users connected via the local area network. OAISYS Web Replay – This browser-based version of the OAISYS Replay allows remote users to view call history and listen to recordings. Similar to the OAISYS Replay, users of this application must login to the server to access data and recordings. However this application can be used over the local-area or the wide-area (internet) network. OAISYS Call Monitor – This software can be loaded on any sound-equipped desktop PC to allow a supervisor to view and listen to calls in progress. Users of this application must login to the server to gain access to these calls. This application can be used over the local-area or the wide-area (internet) network. Tracer Administrator – This software component allows the administrator to setup and change the Tracer configuration to specify which calls should be recorded.
Note: Depending on the type of server software installed on the Tracer PC, there may be a limit (see below) on the number of Replay clients that can simultaneously connect to the Tracer Server.
OAISYS Tracer System Administration Manual Overview · 6 Other Compatible Client Applications A number of other OAISYS client applications are compatible with OAISYS Tracer and can thus be use in Tracer customer solutions. OAISYS Chat – This text messaging application can be used in conjunction with the OAISYS Call Monitor allowing supervisors to “coach” employees during phone calls using interactive text messaging. OAISYS Net Phone –OAISYS Net Phone works with OAISYS Tracer to allow users to (1) see when their calls are being recorded and (2) to stop and/or start the recordings from their PC screen. OAISYS Net Phone includes a version of OAISYS Chat described above. Extensive details for using OAISYS Net Phone program are provided in its on-line help file.
Note: Not all of the features and client applications mentioned in this document are available on all types of PBX’s. Please refer to your PBX documentation or contact Computer Telephony Solutions, Inc. if you need further clarification.
Tracer System Configurations Presently there are three different Tracer system configurations available. The following table shows the main differences in the servers.
Standard Advanced Advanced Plus Recording Ports Size Up to 48 ports*1 Up to 96 ports Up to 192 ports Online Recordings ~ 14,000 hours ~ 30,000 hours ~ 52,000 hours Storage Size Limit Recording Backup CD DVD or CD DVD or CD Media Call Database size ~ 1.2 million calls ~ 1.2 million ~19.1 million calls limit *4 calls Windows OS Windows 2000 Windows 2000 Windows 2000 Server Professional Professional Replay Clients limit 1 Local and 1 Local and 1 Local and 4 Networked *2 4 Networked*2 4 Networked, but expandable *3 PC Chassis Type Tower Rack Mountable Rack Mountable Redundant Power Supplies No No Yes Call Monitor ports Up to 16 ports Up to 16 ports Up to 16 ports limit
Notes: *1 – The “Standard” system can be equipped with up to 96 ports but on most installations it should be limited to 48 ports or less. *2 – Windows 2000 Professional has a recommended limit of 5 file-sharing clients (OAISYS Replay). Up to a maximum 10 clients can be used but the OS performance degrades above 5 clients.
OAISYS Tracer System Administration Manual Overview · 7 *3 – Windows 2000 Server and MS SQL Server allow additional client licenses to be purchased, so these limits can be increased by purchasing additional client licenses for both MS SQL Server and Windows 2000 Server (see Appendix H: Adding Microsoft Licenses ). *4 – These are approximate limits based on the number of typical call records that can be stored on each individual Tracer system. More calls can be stored by replicating the Tracer Calls Database to an external SQL Server database (see corresponding application note for more details).
Server Configuration Options
Some options are available when ordering a new Tracer system as shown below.
Option Standard Advanced Advanced Plus Raid 1 Disk Redundancy No Yes Yes
Port Licensing
Port licenses are required for the Tracer system to operate. One port license is required for each recording port that is actively recording a call as well as one for each operating Supervisor client (OAISYS Call Monitor). On most installations each recording port is assigned a ‘fixed’ license so that it always has a port license available whenever a call is to be recorded. However, on some special installations, to save some cost, ports can be setup to share licenses from a smaller pool of dynamic licenses -- but this will result in reduced functionality as well as risk of missing a desired recording if a port license is not available when needed
Normal Licensing The normal use of licensing is to assign a ‘fixed’ license to each enabled Tracer recording port so that the full functionality of Tracer is available and there is no risk of a call not being recorded because of insufficient licenses. In addition to a license for each recording port, licenses would also be needed for the quantity of simultaneous Supervisor clients that will be used. So the equation to find the number of licenses needed is:
Licenses Needed = # of operating (enabled) ports + # of simultaneous Supervisor clients to be used
Dynamic (or Shared) Licensing Alternatively, on some installations, it may be acceptable to use Dynamic licenses instead of ‘fixed’ licenses. When using dynamic licensing, the port licenses are shared by the recording ports on an “on demand” basis. Instead of dedicating a license to each port, the port licenses are ‘pooled’ and then shared by the recording ports dynamically. This approach can result in a lower cost (because less port licenses are purchased), however it (1) reduces the functionality available on those ports and (2) risks missing a desired recording if no port license is available when needed by a port.
The functionality NOT available when in a port is set to use Dynamic licensing includes: a. Duration-Based triggers – Recording triggers based on call duration, for example "Record Calls longer than 15 Seconds" cannot be used. b. “Cradle-to-Grave” recordings – Normally, when a recording trigger occurs (anytime during the duration of the call) the entire recording, from beginning to end, is kept. However, with dynamic licensing the only portion of a call that is recorded is when a recording trigger is true.
OAISYS Tracer System Administration Manual Overview · 8 c. “Look-Back Recording” – Normally, when a recording trigger occurs (anytime during the duration of the call) the Tracer system will keep entire recording back to the beginning. However, with dynamic licensing the recording doesn’t begin until a recording trigger is true. d. SMDR recording triggers based on EXT number or Account number cannot be used.
The equation to find the number of port licenses needed if dynamic licensing is used is:
Licenses Needed = maximum # of simultaneous calls to be recorded + # of simultaneous Supervisor clients to be used
Call recordings will be “missed” (not be recorded) whenever the number of calls that should be recorded is greater than the number of available port licenses. So clearly, by increasing the number of port licenses you can reduce (or even eliminate) the risk of missing a desired recording. If the “maximum # of simultaneous calls to be recorded” cannot be easily predicted and not having a recording of all desired calls is unacceptable, then dynamic port licensing should NOT be used – ‘fixed’ licensing should be used.
Following are some installation scenarios where dynamic licensing may be appropriate: a. On-demand recording -- Users (via OAISYS Net Phone) only need to record a specific portion of a call. Even if there are a high number of users, if the portions of calls to be recorded are fairly short, it may be feasible to get by with using dynamic licensing to share a smaller number of licenses. b. Low, well-defined recording needs on a large number of trunks – For example, if you have two full T1 trunks (48 ports) but you know you will only be recording calls made/received by 4 stations, then you could equip the Tracer system with only 4 port licenses and use dynamic licensing to cover all 48 ports.
Using Both Dynamic and Fixed Licensing It is possible to use both Fixed and Dynamic licensing in the same installation and this can be quite useful in some cases. For example you may want to record all calls made/received on your 8 analog trunks but you only need to record 4 stations on your T1 (24 ports) trunk. In that case you could get by with 12 port licenses using ‘fixed’ licenses on the 8 analog trunks and ‘dynamic’ licenses on the 24 T1 ports.
Troubleshooting Insufficient Port Licenses As described above, when using dynamic licensing, there is a risk that a call that should have been recorded is “missed” because all port licenses were already in use when the call occurred. The Tracer system provides some assistance in finding out if and when missed recordings occur so that more port licenses can be added appropriately.
Alarms – Tracer will generate an alarm (#57) each time a desired recording was missed due to insufficient port licenses. For more detail on alarms, notification of alarms, and triggering actions when alarms occur, please refer to the Alarms section. Missed Recordings Log – Tracer keeps a written log of all missed recordings. Each time a desired recording was missed due to insufficient port licenses, a record is written to this log with the date, time and port number of the missed call. This log is in a tab-delimited text format in a file named: “MissedRecordings.Log”
OAISYS Tracer System Administration Manual Overview · 9 Requirements
This section outlines what is required for an OAISYS Tracer installation including the LAN, phone system, PC, etc.
PC and LAN Requirements Tracer Server
OAISYS Tracer is shipped as a turnkey system with all software and hardware pre-loaded.
Tracer Client PCs
Replay may be installed on any Windows 98 or higher PC with sound and networking.
LAN and E-mail Requirements
Tracer clients must be able to access the Tracer server over the LAN using UNC network shares. For example: \\tracer- se\recordings\ E-mail notifications require a properly configured MAPI client on the Tracer PC. Use Outlook Express (provided with the system) to configure outbound mail settings. You may also install another MAPI client, such as Outlook, if you choose.
Phone System Voice Connections (Trunks)
OAISYS Tracer voice recording ports can be attached to standard trunks of the following types:
Trunk Type Comments Analog Loop-start With or without CallerID Analog Ground-start Digital T1 Supports ANI and/or DNIS Digital ISDN PRI: Features: *PRI > AT&T 4ESS or 5ESS > Caller Number (ANI) > NT DMS-100/250 > Called Number (DID/DNIS) > US National ISDN-2 Digital Euro-ISDN: Features: (30B + D) > Caller Number > Called Number (DID/DNIS)
*PRI - The shared ‘D’ channel feature, sometimes referred to as NFAS, is NOT supported. Each PRI trunk must have it’s own ‘D’ channel. That is, each must be 23B + D, however all 23 ‘B’ channels need not be used.
Note: The voice connections to the OAISYS Tracer Server are made directly to the trunk lines and as such do not even require a phone system.
Important Note: Presently the 4-port Analog Trunk Board does NOT allow Real-Time Monitoring (OAISYS Call Monitor) connections.
OAISYS Tracer System Administration Manual Overview · 10 CTI Link
Tracer supports CTI (Computer Telephony Integration) links to certain PBX systems. CTI provides enhanced features that are not available on stand-alone systems. Contact your reseller or CTS for information on your PBX’s integration options. The following features are not available when connected without using CTI:
Feature Station Triggers (on Specific Trunk Triggers) ACD Triggers (on Specific Trunk Triggers) *ACD Account Code Triggers (on Specific Trunk Triggers) Extra Info Triggers (on Specific Trunk Triggers) All Station Settings Bookmarks OAISYS Net Phone Integration After-Call Actions involving Stations, Accounts, ACD, or Extra Info
*ACD – ACD triggers require a compatible OAISYS ACD application (not available on all PBXs)
SMDR Link
Most PBXs provide some form of SMDR (Station Message Detail Reporting) output. Tracer offers SMDR integration to several PBXs that do not provide CTI links. Contact your reseller or CTS for information on your PBX’s integration options. If Tracer supports an SMDR link to your PBX, the following features may or may not be available:
Features (Enabled by SMDR link) Station Triggers (on Specific Trunk Triggers) Account Code Triggers (on Specific Trunk Triggers) All Station Settings (only for last station extension) After-Call Actions involving Stations and Accounts
Phone System Integrations Presently, the OAISYS Tracer system integrates with the following telephone systems via either CTI link or SMDR link.
Phone System Integration Connection Avaya IP Office CTI link *new Avaya Magix SMDR link Avaya Definity SMDR link Inter-Tel Axxess CTI link or SMDR Executone Eclipse CTI link or SMDR Mitel SX-200 SMDR link Mitel 3300 SMDR link NEC NEAX-2000 or 2400 SMDR link *new Tadiran Coral SMDR link Toshiba CTX CTI link Toshiba Strata SMDR link Please refer to the specific Tracer Installation note for your PBX for detailed information on PBX configuration and integration.
Note: This list is subject to change as more PBX integrations become available. For a current list, please contact Computer Telephony Solutions, Inc.
OAISYS Tracer System Administration Manual Overview · 11 Initial Installation of Tracer Server (Single Server)
Use the following instructions to connect a single Tracer system to your PBX. If you plan to integrate your Tracer system to other applications, such as Net Phone or ACD, refer to the section Connecting Tracer with an OAISYS Server If you will be using multiple Tracer systems you may first want to read the section Connecting a Tracer with an Additional Tracer .
Connecting the Voice Ports Each trunk you plan to record must be connected to a Tracer voice port.
Analog Ports – Loop-start or Ground-start Trunks
The analog voice ports from the Tracer Server can be connected to analog Loop-Start or Ground-Start trunks. The voice boards have female RJ-14 connectors with two ports per connector. Note: Wiring details are provided in Appendix A: Wiring Information.
T1 or ISDN-PRI Ports
Each T1 voice board in the Tracer Server provides connections for up to two T1 or ISDN-PRI digital trunks using RJ45 connectors. Single T1/PRI boards provide one RJ45 expecting signals on pins 1,2,4, and 5. Dual T1/PRI boards provide two RJ45 connectors. Span 1 is on the top edge of the board, while span 2 is closest to the bottom of the board.
Important Note #1: The digital trunk should NOT contain data-channels – it should only include voice channels (and the “D” channel if it is a PRI trunk)! Data channels should be stripped off by an upstream channel bank so the digital tap connection can be on the trunk segment that contains only voice channels.
Important Note #2: Make sure the total cable distance between the Tracer Voice board and the T1/PRI board in the PBX is less than 45 feet!
Note: Wiring details are provided in Appendix A: Wiring Information.
Decide on Recording Usage How the Tracer recordings are to be used affects how the system should be configured so it is important to understand the options and decide on the usage. Please refer to the File Backup and Recordings Management section for a detailed discussion and then decide on one of the following configurations: Temporary mode (Tracer stores recordings for a specified amount of time, then deletes them) Archival mode (Tracer stores recordings indefinitely. You will use Backup Assistant to store recordings off-line based on available system space.)
OAISYS Tracer System Administration Manual Overview · 12 Connecting to the LAN Tracer requires a connection to the LAN if you want to view and play recordings from client stations. (If you only want to use Replay on the Tracer PC, you do not need to provide a LAN connection.) Turnkey systems ship with the following network shares active:
Application Shared Folder Share Name Share Type Recordings Files D:\Recordings\ Recordings Read only *1 Backup Files D:\BackupStaging\ BackupStaging Read only (Standard Systems) Backup Files E:\BackupStaging\ BackupStaging Read only (Advanced Systems) Tracer Configuration C:\Program Files\CTS\TRM\ TracerConfig Read/Write *3
*1 If the Replay program (for viewing Call Historian and listings of recordings) is to be used by other PCs on the network, then this network share must be created.
*2 If the Tracer Administration program is to be used by other PC’s on the network, then this share must be created with Read and Write access.
Connecting the PBX CTI or SMDR link If a CTI or SMDR link is to be used by OAISYS Tracer, it should be connected and tested before proceeding with the installation. Please refer to the appropriate section of the OAISYS Net Server manual to complete this step.
Configuring the Call Historian
Note: Skip over this section when using the Tracer Wizard.
The Call Historian must be running and connected to Net Server. Call Historian will display a normal CTS logo when it has a valid connection to Net Server. If it doesn’t have a valid connection to Net Server it will display the logo with a red crossed-out circle on top of it.
OAISYS Tracer System Administration Manual Overview · 13 Settings
Once the connection to Net Server is valid you can access the Settings screen using the menu: File>Settings. You must first login using the Login menu. The default name is: admin The default password is: admin
Recording Solution – This should typically be set to Tracer-Only mode. However if Tracer is being used in conjunction with an OAISYS Auto Call Record solution, the “Mixed mode: Tracer + Auto Call Record” setting may be appropriate (please refer to the Auto Call Record documentation for further information). Master-DB integartion – The “Site ID” value should typically be left at the default value of “1”. However if multiple Tracers are installed on the same site and if centralized Call History database replication is desired than this “Site ID” should be set to a different value for each Tracer system on that installation. For information about multi-Tracer DB replication, please refer to the separate documentation on that subject. Database Purge: To keep the Call Historian database from growing endlessly it must be periodically purged of its older records. Perform Daily at: – This should be set to start at a time when the system is either idle or, if it will never be idle, when it is the least busy. Purge records for Calls – This setting determines how far back call records and call recordings should be kept. This setting depends largely on (1) which operating mode you are using (Temporary or Archival), and (2) the amount of available disk space on the system. For example, if on a Temporary configuration you want to keep recordings for 30 days, you would set this option to 30 days.
For an Archival configuration, you would select a value based on how long you want the call information to remain in the database. Company policy might dictate that call information must be available for up to one year, so you would set your purge to clear calls older than 1 year. Historian will retain call information in the database even after the call recording is backed up and moved to off- line storage by Backup Assistant.
Note: Be sure to select a time period that allows Backup Assistant to move files for staging before purging to prevent loss of data. For example, you risk losing information if you configure Historian to purge all calls over 30 days if Backup Assistant is configured to backup all calls over 45 days. Historian will purge them before Backup Assistant can back them up!
OAISYS Tracer System Administration Manual Overview · 14 Active Recordings: The Delete the Active Recordings option is used with the Temporary mode. When selected Call Historian will delete all call records AND all recordings older than the Older than value. The End Purge and Generate Alarm option is used with the Archival mode. When selected Call Historian will only delete old database call records. The recordings files associated with the old call records should have already been backed up and removed from the system. If all of the old recordings have NOT been removed, Call Historian will detect this, generate an alarm, and stop the purge operation until the next day.
OAISYS Tracer System Administration Manual Overview · 15 Configuring the VAT Voice Ports The VAT (Voice Assistant Tracer) software must be configured to match the trunk connections. Trunk Identifiers are a critical requirement for CTI and SMDR integrations. VAT must be able to provide the ID of the active trunk for Tracer to use station, ACD, and other triggers. VAT operating status should already show as True with a green light indicating that is has a good connection to OAISYS Net Server (as shown below). If this is not the case, refer to the VAT on-line help file to correct the problem.
The License Information section shows the total number of port licenses presently installed (Total Licenses Available) as well as how they are presently allocated. For full functionality, each port should be setup to used a “fixed” (not Dynamic) licensed. In special cases, to save some cost, ports can be setup to share licenses from a smaller pool of dynamic licenses, however this will result in reduced functionality as well as risk of missing a desired recording if a port license is not available when needed – please refer to Port Licensing for more details on dynamic licenses.
OAISYS Tracer System Administration Manual Overview · 16 Program Ports
If the default script, recording format or trunk information need to be changed, do so now (refer to the on-line help for details). IMPORTANT: If you plan to use a CTI or SMDR Link, you MUST program the Trunk ID of each VAT port to the corresponding PBX Trunk ID (or Trunk Extension number). If you do not plan to use CTI or SMDR, leave the TrunkID field blank for each port.
Review each of the options for each trunk. See the end of this section for information on copying trunk settings to other trunks – very useful when you have 192 identical trunks and need to make a change to all of them! Port Type – For analog boards the type is “Analog” and cannot be changed. For digital boards, a port can be either T1 or ISDN PRI. To change from T1 to PRI or vice versa press the Change Port Type button and follow the instructions. Enable Port for Use – This must be checked if this port is connected and is to be used. If a port is ‘extra’ and should not be used uncheck to disable the port and avoid using a license. Use Dynamic Licensing – This should be checked only if this port will not have a fixed (assigned) port license but instead will dynamically request a port license from a shared ‘pool’ of licenses when required. Important Note: Using port licenses dynamically will limit the available functionality for the port and could cause desired recordings to be missed if a port license is not available when needed – please refer to Port Licensing for more details on dynamic licenses. Default Script – This decides which VAT script will be used during the recording process. This should always be set to Standard Recording Script. Recording Format – This should be usually be left at the default setting of Microsoft GSM, a format that provides a high-quality but small-sized recording.
OAISYS Tracer System Administration Manual Overview · 17 Trunk ID – When using a CTI or SMDR Link to integrate with your PBX, you MUST program the Trunk ID of each VAT port to the corresponding PBX Trunk ID (or Trunk Extension number). If you do not plan to use CTI or SMDR, leave this field blank. Please refer to the specific Tracer Installation note for your PBX for detailed information on Trunk IDs for your PBX. Trunk Information – The trunk type MUST be set to match the type of trunk connected to the port as shown in the following table. For a T1 trunk the ANI/DNIS format information must match the installation. Contact your PBX administrator or local voice provider to determine the trunk type and ANI/DNIS format.
Trunk Type Physical Trunk Loop Start T1 or Analog Ground Start Analog only E & M T1 only Supported: Delay Dial, Wink Start, and DID (programmed in the PBX) B-Channel (PRI) ISDN PRI only none Use to skip this trunk
Note: The following T1 trunk types are not supported: Ground Start and Immediate Dial.
Periodic Tone – Some states require a periodic tone to indicate a call is recorded. To enable this periodic tone, select the Send Periodic Tone option. Set the interval according to your state or company’s needs. Check with your local state legislature if you are unsure of the laws in your area. Important Note: Periodic Tones are only available for analog ports. (Why? Digital taps are not able to transmit sounds into the T1/PRI channels – only receive.)
The Copy feature allows you to setup the first trunk of a type and then copy the configuration to all other trunks of the same type.
Note: VAT will automatically try to compute new TrunkIDs by adding 1 to your initial ID for each trunk. If your IDs are not sequential, you will need to enter the correct IDs after completing the Copy command.
OAISYS Tracer System Administration Manual Overview · 18 Other VAT Configuration VAT allows other configurations. Changing these items from the defaults is usually not necessary.
Recordings Share Name – The recordings share name needs to match the share name of the folder where the recorded files are being stored so that OAISYS Replay users on other PC’s can directly access the recorded files. Since recordings will typically be accessed from other PC’s over the network (LAN), you should have the LAN administrator create a Network Share for the recordings folder on the Tracer PC. Then select this share name in the Recordings Share Name window on VAT.
Tracer Systems ship with d:\Recordings shared as \\pcname\Recordings by default.
Note: If you do not plan to have clients connecting to Tracer over the network, you can enter a local pathname (C:\Recordings\) instead of a network share. This prevents users from being able to browse the recordings share. Trace to Individual Port Logs – This can be used to keep individual event logs for each port, which can be useful when trying to troubleshoot problems specific to a port. Port Not Responding Action – In addition to the standard system alarm, you can create a custom action for VAT to perform if a port ever stops responding for any reason. For example, you may want to setup an action to write information to a special log, or send an E-mail message to an administrator.
Snoop Monitor Port Licenses
OAISYS Tracer System Administration Manual Overview · 19 Before using the “Real-Time Call Monitoring” feature (using the OAISYS Call Monitor clients) extra port licenses must be installed and enabled on the Tracer system. If such licenses are not yet installed, you must purchase them and install them on your system. Once the licenses are installed, use the “Snoop Monitor Port Licenses” setting on this screen to enable the number of concurrent users you will allow on this system.
Note: To disable all OAISYS Call Monitor users simply change this setting to Zero.
For more information on port licensing refer to the Port Licensing section.
Important Note: Presently the 4-port Analog Trunk Board does NOT allow Real-Time Monitoring connections.
OAISYS Tracer System Administration Manual Overview · 20 Configuring the Tracer Recording Manager (TRM) TRM provides control for all of the Trunk, Station, Account, and other Triggers. Click the Log In button on the Access tab and then type your username and password into the Login to Program screen, as shown below.
The default username is: Admin The default password is: admin In the Server Connections area on the Access tab you can see the operational status of Net Server. If the status is not True, click the Server Setup button to configure your Net Server connection settings.
OAISYS Tracer System Administration Manual Overview · 21 Click the Server Setup button to view the Net Server connection parameters, as shown below. The normal settings are:
Login Name: TrunkRecordMgr Hostname: localhost
.
Using a CTI Link
If you plan to use a CTI Link, select the CTI Link option for PBX Integration Link. If the CTI Link is operational, the link status will change to green / True within a few seconds. If not, refer to the OAISYS Net Server manual to get the CTI link connected and operating correctly.
Using a SMDR Link
If you plan to use an SMDR Link, select the SMDR Link option for PBX Integration Link. If the SMDR Link is operational, the link status will change to green / True within a few seconds. If not, refer to the OAISYS Net Server manual to get the SMDR link connected and operating correctly.
OAISYS Tracer System Administration Manual Overview · 22 Testing the Voice Ports The VAT ports should be tested to ensure that they have been configured correctly.
IMPORTANT: Systems using SMDR or CTI Links must have the voice ports configured with the correct TrunkIDs.
In order for call data to be accurate, the Tracer system must be properly configured and tested to verify that the voice board ports are connected to the intended trunk line or channel specified by the Trunk ID parameter on the VAT Pgm VPorts tab.
OAISYS Tracer System Administration Manual Overview · 23 To test the trunk/port configuration follow the steps listed below:
1. Physically connect the trunk lines to the Tracer system voice card, and configure the Trunk ID (on some PBXs this is the extension number for the trunk) for each port.
2. Using the Trunk Recorder Manager's Administrator console, configure the system triggers to record all inbound and outbound calls for this trunk.
3. Using the telephone system, direct dial either an inbound or outbound call on the specified trunk.
4. While this call is in progress, monitor the VPort Status tab on the VAT configuration screen, as shown below.
5. You should see the port number that matches the Trunk ID configured go into RECORD status.
Troubleshooting Example: In this example, Port 1 is configured on the Pgm VPorts tab to be Trunk ID 94236. When the call was placed on trunk 94236, port 3 went into record mode. This indicates that the voice port 3 is connected to trunk 94236 instead of voice port 1. If this is an analog trunk, remove the cable from port 3 and connect it to port 1, or renumber port 3 to be extension number 94236. If this is a digital trunk the ports cannot be rewired, so in this case port 3 must be renumbered to reflect the proper extension number for the called channel. Repeat the test and now port 1 should record the call on that trunk.
6. Repeat this test for each trunk line or channel until all ports/trunks are verified.
OAISYS Tracer System Administration Manual Overview · 24 Tracer Configuration
The OAISYS Tracer configuration can be viewed and changed using Tracer Administrator. Tracer Administrator can be accessed from the Tracer Recording Manager menus (Setup > Configure) or Tracer Administrator can be installed on an administrator’s desktop PC and used over the LAN. When using Tracer Administrator over the LAN, you must first use the File > Open menu to select the TRM configuration database on the Tracer Server. You must be granted the appropriate LAN share privileges to have Read and Write access to this database file (TRMrec.mdb).
Note: For a discussion of Network shares, see Page 25. Once the database file is selected you must log in with an appropriate username and password before you can view or change the configuration.
The default name is: Admin The default password is: admin
Once logged in, you will be able to configure recording parameters and settings.
Note: After logging in with Administrator privileges, usernames and passwords can be added and changed on the Access tab. These same usernames and passwords will be required when logging into Trunk Recording Manager in the future.
OAISYS Tracer System Administration Manual Overview · 25 Overview of Recording Triggers Recording triggers specify which calls should be recorded and which should not be recorded. OAISYS Tracer has a powerful and flexible set of recording triggers that allow the user to record specific recordings based on many factors: Time-of-Day, Day-of-Week, PBX extension, phone number dialed, Caller ID number, ACD group, ACD agent, Account code, Length of Call, and random percentage usage.
Whenever a phone call begins, Tracer Recording Manager first looks at the settings for the phone line (trunk) used by this call. If this trunk has specific settings, those settings will be used, otherwise the Default trunk settings will be used. Using default settings can greatly reduce the configuration and maintenance time for an installation; the installer can simply setup the Default trunk settings and then only add individual trunk settings if they need to be different from the rest.
When a phone call begins if any of the trunk settings for this trunk (individual or default settings) indicate that the call should be recorded, then the call recording will begin. If the inside party’s phone extension is known for this call or whenever it changes (such as when a call is transferred), then Tracer Recording Manager looks at the settings for that PBX extension. If this PBX station has specific settings, those settings will be used, otherwise the Default station settings will be used. The station settings may then trigger the recording to be stopped (if recording was started) or to be started (if it wasn’t already started).
During the entire life of the call, if any triggers occur to enable recording, then the call will be recorded. The entire call is then recorded unless a station manually requested or automatically required that the recording to be stopped.
Important Note: Station triggers are only available if the PBX installation provides a compatible CTI Link or SMDR link.
Trunk Settings The Default trunk configuration should be setup first and then individual trunk configurations added only if those trunk settings need to be different from the default. The following areas are found on the Trunk Settings screen, as shown below. VAT and Port Number – Shows the current VAT Port being programmed. Shows Default Trunk when programming the Default trunk configuration. On this Trunk(s), Record – This allows you to easily enable recording of (a) All Calls, (b) Selected Calls, or (c) No Calls for this trunk. If the “Selected Calls” option is chosen, then the “Specific Triggers” and “General Triggers” tabs will be enabled. Specific Triggers – These triggers are checked first. If any of these triggers match for the call, a recording will be started and the General Triggers will be ignored. If none of these triggers match, the General Triggers will be checked. More detail is provided below. General Triggers – These triggers are checked second. If any of these triggers match for the call, a recording will be started. More detail is provided below. After Call Actions – Actions can be setup to be performed after each call is completed on this trunk. More detail is provided below.
A number of the recording triggers use Lists of information to specify which calls should be recorded. For details on setting up these lists, please refer to the Lists section.
OAISYS Tracer System Administration Manual Overview · 26 OAISYS Tracer System Administration Manual Overview · 27 Specific Triggers
If the Selected Calls option is enabled, then these triggers are checked first and if any of them trigger a recording, the General Triggers will not be checked.
Use Stations to Trigger – Select a list of all stations that should be recorded. If a call is made or received on any of these stations it will be recorded. *S ANI/CLID any of these (also Outgoing calls) – Select a list of phone numbers that should be recorded. When a call is dialed to, or call is received from, any of these numbers it will be recorded. Note: On incoming phone calls, Caller ID and/or ANI service must be equipped and enabled on the trunk for this information to be available. DID/DNIS any of these – Select a list of phone numbers that should be recorded. When an incoming call to any of these numbers is received it will be recorded. Note: DNIS or DND service must be equipped and enabled on the trunk for this information to be available. ACD Agents and Groups – Select a list of ACD calls that should be recorded. When a call to a listed ACD group and/or ACD agent is made it will be recorded.*C *A Account Codes – Select a list of account codes that should be recorded. When any of the listed account codes is attached to a call, that call will be recorded. *S Extra Information – Select a list of extra information fields that should be used to trigger a recording.*C For example, any call that has a Notes field attached can be recorded.
*A Note: Requires a compatible ACD product. *C Note: Requires CTI integration. *S Note: Requires CTI or SMDR integration.
OAISYS Tracer System Administration Manual Overview · 28 General Triggers
These triggers are only checked if (a) the “Selected Calls” option is enabled (“On this Trunk(s) , Record”) and (b) NONE of the Specific Triggers match.
Incoming Calls – For incoming phone calls you can select whether you want all, none, or some other percentage of calls to be recorded. Also you can choose to only record calls longer than a minimum length by using the Only Calls longer than option. Note: If the Only Calls longer than option is selected and the call duration is longer that the setting, then the entire call, including the beginning of the call, will be recorded. Outgoing Calls – For outgoing phone calls you can select whether you want all, none, or some other percentage of calls to be recorded. Also you can choose to only record calls longer than a minimum length by using the Only Calls longer than option. Note: If the Only Calls longer than option is selected and the call duration is longer that the setting, then the entire call, including the beginning of the call, will be recorded. Use Schedule – If this is set to Yes you can setup weekly schedules (see below) to trigger recordings to occur only on certain days and between certain times. Note that the schedules work in conjunction with the other General Triggers described above. Using the example schedule below, if Incoming Calls is set to All and Outgoing Calls is set to None, then All incoming calls started between 7am and 6pm Monday through Friday will be Recorded.
OAISYS Tracer System Administration Manual Overview · 29 Schedules
Schedules can be used to selectively trigger recordings to occur on specific days of the week and between certain hours. You can use one schedule ( Schedule #1 ) or both schedules ( Schedule #1 and Schedule #2 ) to configure different scheduling options. When both schedules are used, a recording will be triggered if it matches either schedule. The beginning of the call is what is checked by the schedules. If, when the call is started, the day and time match the specified schedule(s), then a recording is triggered. Even if that call continues on beyond the hours of the schedule(s), the call will still continue to be recorded.
Days of Week This is used to select which days of the week the schedule will apply. Enable the days of the week that should be used. Times of Day The times of day will apply to all of the days of the week selected. Many different time-of-day options are possible, as follows: All Hours of the day – Check the All Day option. Calls will then be triggered 24 hours a day on the weekdays selected. For any other choices disable the All Day option to enable the Between Hours selections. After a certain time of day – If you want to record all calls after a certain time, 7:35 in the morning for example, set Start to 7:35 AM and leave Stop blank. Before a certain time of day – If you want to record all calls before a certain time, 5:45 in the evening for example, leave Start blank and set Stop to 5:45 PM. Between certain hours of the day – If you want to record all calls between certain hours of the day, between 8:00 AM and 5:00 PM for example, set Start to 8:00 AM and set Stop to 5:00 PM. Before a certain time and after a certain time of the day – If you want to record all calls before and after certain hours of the day, before 8:00 AM and after 5:00 PM for example, set Start to 5:00 PM and set Stop to 8:00 AM. Notice that in this example the stop time occurs BEFORE the start time. When configuring the hours this way, you will receive a Warning message asking if this is really what you want to do, but this type of configuration is certainly acceptable and is often useful.
After Call Actions
Up to four Actions can be configured to be executed after each call is completed. Each of the actions can be triggered when (1) the call was recorded, (2) the call was not recorded, or (3) always. An additional condition can be used with each action to selectively trigger the action only if that supplemental condition is true. These actions can be used to perform logging, cleanup, notification or other types of tasks. For example, on your toll- free trunks you may want to keep a special log file that keeps track of the date/time of every call made to your special offer DNIS number. Or, as another example, you may want to e-mail a copy of a recording to the supervisor each time a specific ACD agent takes a call.
OAISYS Tracer System Administration Manual Overview · 30 See the Actions section for details on creating actions.
Phone Station Settings This allows you to configure settings for individual telephone extensions and/or all other phone extensions through the default programming. The Default Station configuration should be setup first and then individual station configurations added only if those station settings are different from the default.
A station’s settings apply only while a call is at that station. When a call is transferred to a different station then that new station’s setting will be used for that portion of the call. When a specific station’s setting does not exist, the Default Station settings are used during that portion of the call.
Note: Phone Station Settings are only available if the PBX installation provides the required CTI interface and information. Some station settings are available if a compatible PBX SMDR link is connected.
Important Note: There are two ways that a Phone Station Setting can stop (or pause) a recording that was started by a trunk trigger: If Allow Pause / Resume Bookmarks or Allow STOP / Restart Recordings is enabled and the user pauses or stops the recording with their Net Phone. If Recording Rules / Never Record is selected for a station.
OAISYS Tracer System Administration Manual Overview · 31 The Phone Station Settings screen has the following sections: Station Extension # – Enter the PBX extension number being configured. If you are configuring the Default Station this will be gray and cannot be changed (see the screen below). Manual Recording Control – This decides whether this station user will be allowed to manually control (Start/Stop, Pause/Resume) recordings from their desktop PC using OAISYS Net Phone. Also, it can be used to authorize a station to restart a stopped recording by entering a PBX account code (see Using PBX Account Code to Start Recording ). Disallow – Choosing this option means the user is not allowed any control over the recording process. Allow Pause / Resume Bookmarks – Choosing this option allows the user to Pause and Resume the recordings. However, in reality, this is not actually stopping/re-starting the recording but instead is just placing PAUSE and RESUMED bookmarks in the recording file. With this option the recording in it entirety is preserved. Allow Stop / Restart Recording – Choosing this option allows the user to actually Stop and Resume recording of the call. When a recording is Stopped and then later Restarted, that section of the call recording is missing, and in its place a special bookmark is placed to show the starting point and duration of the missing section. Important Note: Only use this feature if it is acceptable to NOT have the entire recording. Recording Rules – This section provides special recording settings for this station. Note: For the Default Station this section is not available because it always uses the setting Follow System Rules plus… Always Record – Choosing this option means that recording on this station will always be enabled. Never Record – Choosing this option means that recording on this extension will, by default, be disabled. The only way this extension can be recorded is if the user manually starts the recording. To make this option available the Allow Stop / Restart Recording option
OAISYS Tracer System Administration Manual Overview · 32 described above must also be enabled to allow this user to manually start the recording. Important Note: Only use this feature if it is acceptable to NOT have the entire recording. Follow System Rules plus... – Choosing this option means that the trunk triggers (Specific Triggers and General Triggers) plus the station triggers (Basic Recording Triggers) described below will determine whether or not the call is recorded. Note: For more information on Specific Triggers, see page 31; for more information about General Triggers, see page 32.
Basic Recording Triggers – These are additional recording triggers to start recordings. They are used in addition to the trunk triggers for a call to/from this station. These station triggers cannot disable a recording but can possibly start a recording. For example, if a Trunk recording trigger has already enabled a recording on an incoming call, even setting this station’s Incoming Calls to 0% will NOT disable the recording. Incoming Calls – For incoming phone calls, you can select whether you want all, none, or some other percentage of calls to be recorded. Outgoing Calls – For outgoing phone calls, you can select whether you want all, none, or some other percentage of calls to be recorded. Use Schedule – If this is set to Yes you can configure weekly schedules to trigger recordings to start only on certain days and times. Note that the schedule works in conjunction with the Incoming Calls and Outgoing Calls selections. For more details on setting up schedules, please refer to the previous Schedules section, page 30.
OAISYS Tracer System Administration Manual Overview · 33 Using PBX Account Code to Start Recording Users can use account codes to start recordings on PBXs that support Account Codes and offer a compatible CTI Link to Tracer. For example, an executive in the company (at extension 1001) does not want his calls to be recorded except for calls that he individually selects. The executive does not have a PC at his desk, so he will not be able to use OAISYS Net Phone to start and stop recordings. Tracer can be configured to allow him to enter a special account code (i.e. 71001) on his phone when he wants to record a call.
In the Lists tab, create an account code list and add the account code (71001) he will use to start the recording. In this example we created an account code list named Start Recording.
On the Trunks tab, on the Default trunk (and every individual Trunk setting that he will be using), enable a Specific Account Code trigger to use the Start Recording account code list.
On the Phones tab, create a Phone Station Setting for extension 1001 and set it up to Never Record (which will stop a recording whenever a call is on his phone) and Allow STOP / Restart Recordings (which will enabled him to Restart a recording if he desires).
OAISYS Tracer System Administration Manual Overview · 34 Important Notes: 1. Presently the Inter-Tel Axxess PBX is the only phone system to provide this dynamic account code feature. 2. If you attempt to attach an account code to a call but that same account code is already attached to the call, the Inter- Tel Axxess will NOT generate a new CTI event. The recording CANNOT be restarted in that case.
For example, assume x1008 and x1001 are set to Never Record and both have Allow Stop/Restart Recording enabled. If x1008 makes a call and decides to trigger call recording he can simple attach account code 71001. If x1008 later transfers the call to x1001, the recording will stop again because the Never Record COS of x1001. If x1001 then attempts to start the recording again by attaching that same account code (71001), it won't restart the recording because no CTI event will be sent. The customer can potentially get around this problem if each executive uses his own account code (71008, 71001, etc.) to trigger the recording.
Testing Recording Triggers and Post Call Actions You can test Recording Triggers and After Call Actions manually. This is done using the Tracer Recording Manager (TRM). Refer to Testing and Monitoring Activity for details on testing, page 53.
OAISYS Tracer System Administration Manual Overview · 35 Lists Many of the recording triggers use Lists of information to decide which calls should be recorded. This makes recording triggers very flexible because they can be setup to occur only on incoming calls from certain phone numbers, outgoing calls to certain phone numbers, calls to specific ACD groups, etc. These lists can be added, changed, and deleted using the Lists tab on the main screen. Specific lists can also be viewed and changed using the View button on the Trunk Settings screens.
Types of Lists
The following types of lists can be created:
Stations – list of PBX extension numbers.*S This type of list will be designated by the letter “S” in the Type column on the Lists tab. DNIS numbers – lists of phone numbers dialed on incoming calls. This type of list will be designated by the letter “D” in the Type column on the Lists tab. Note: DNIS and/or DID service must be enabled on the trunks for this feature to operate; however DNIS and/or DID service does NOT need to be enabled/configured on the PBX. ANI / Dialed numbers – lists of phone numbers dialed on outgoing calls and calling phone numbers (CallerID or ANI) on incoming calls. This type of list will be designated by the letter “P” in the Type column on the Lists tab. Note: ANI / CallerID service must be enabled on the trunks for this feature to operate; however ANI / CallerID service does NOT need to be enabled/configured on the PBX. Account Codes – list of account codes attached to a call.*S This type of list will be designated by the letter “T” in the Type column on the Lists tab. Extra Information – list of extra information fields and values to a call.*C This type of list will be designated by the letter “X” in the Type column on the Lists tab.
OAISYS Tracer System Administration Manual Overview · 36 ACD Agents / Group – list of ACD agents or ACD groups.*C This type of list will be designated by the letter “A” in the Type column on the Lists tab. Note: This feature requires a companion ACD application to provide this information for each call. Trunks – list of Tracer ports. This type of list will be designated by the letter “K” in the Type column on the Lists tab.
*C Note: Requires CTI integration. *s Note: Requires CTI integration or SMDR integration.
Station lists
Specific station extension numbers can be included in a list but wildcards can also be used to indicate any matching number. In stations lists, the “+” can be used as a wild card to mean any other numbers following. Some examples of this wildcard include:
100+ = any extension starting with 100 2+ = any extension starting with 2
Note: List Exception Entries are allowed in these lists.
ANI/Dialed Numbers and DNIS Numbers lists
Specific phone numbers can be included in a list but wildcards can also be used to indicate any matching number. In phone number lists, the “+” can be used as a wild card to mean any other numbers following. Some examples of this wildcard include: 1+ = Any long distance call *82+ = Any call starting with “*82” (the Caller ID block code) 10288+ = Any call starting with “10288” (the AT&T dial access code). 602+ = Any call to the 602 area code Note: List Exception Entries are allowed in these lists.
OAISYS Tracer System Administration Manual Overview · 37 Account Codes lists
Specific account numbers can be included in a list but wildcards can also be used to indicate any matching number. In account number lists, the “+” can be used as a wild card to mean any other numbers following. Some examples of this wildcard include: 5+ = Any account number starting with 5.
Note: List Exception Entries are allowed in these lists.
ACD Agents/Groups lists
Specific ACD Agents and Groups can be included in a list but wildcards can also be used to indicate any Agent or Group. In ACD lists the wildcard “*”or “+” can be used to mean any of this type. Following are some examples:
* / 1200 = All agents in the ACD group 1200 1447 / * = Agent ID “1447” in any ACD group
OAISYS Tracer System Administration Manual Overview · 38 Extra Information lists
Specific Extra Information fields can be included in a list with specific values or with a wildcard to indicate any value. Following are some examples:
Notes = + Any call Notes
Trunk Port lists
Specific Tracer ports can be included in a list as well as wildcards to indicate any matching port number. In trunk port lists, the “+” can be used as a wild card to mean any other numbers following. Some examples of this wildcard include: + = All ports 2+ = All ports starting with 2
Note: List Exception Entries are allowed in these lists.
OAISYS Tracer System Administration Manual Overview · 39 List Exception Entries
Many times you may need to setup a list for something like “All Stations Except Extension 1001”. To list all of the stations individually would be both cumbersome and error-prone. However, list exception entries make this task much easier. An “Exception Entry” is any entry that has a minus sign (“-“) as it’s first character, which designates that this entry IS NOT included in this list.
Multiple exception entries can be used in a list making it possible to exclude more than one number and they do NOT have to be at the end of the list of entries. Wildcard characters cannot be used within an exception entry. Note: Exception entries are only allowed in the following types of lists: Stations, Account Codes, Trunk ports, ANI numbers, and DNIS numbers.
OAISYS Tracer System Administration Manual Overview · 40 Supervisor (or Snoop) Clients Selecting the Supervisors tab displays the list of defined “Supervisors”. These definitions of supervisors are use when s OAISYS Call Monitor users login and can also be used to define “Replay” and “Web Replay” users (please see Replay (and Web Replay) Users - Access Control for more details).
For each user, you will setup an entry in this list. For each entry you will provide a unique User Name and Password, which the user must enter when he/she attempts login using one of the client applications mentioned previously.
You must also setup the “Allowed Calls to Monitor” settings to enable/restrict the types of calls this user will be able to see (and listen to). For example, you may want to setup the Tech Support supervisor so that she can only monitors calls from the employees phones in her group, and not to calls of other employees.
OAISYS Tracer System Administration Manual Overview · 41 Important Note: Presently the 4-port Analog Trunk Board does NOT allow Real-Time Monitoring (OAISYS Call Monitor) connections.
Other Settings The Other tab has the buttons used to view and change the Actions and Alarms. For details on configuring these refer to the and Alarms sections respectively.
Select one of the following choices in PBX Integration:
None -- If no compatible PBX integration is provided, then this option must be selected. Choosing this option will prevent you from configuring areas that will NOT be available when a CTI link or SMDR link is not provided. For example, the Stations tab will be disabled to alert you that these features cannot be used on this type of installation. CTI Link -- Enabling this option will allow you to configure all of the triggers and features that may be used when a CTI link is provided. SMDR Link -- Enabling this option will allow you to configure all of the triggers and features that may be used when a SMDR link is provided. However a number of features, which are only available when a CTI link is provided, will not be accessible.
Note: This option should only be changed if you are configuring a system that is not operating since changing this will also immediately affect the operation of the Tracer Recording Manager (TRM).
Enter system e-mail addresses in the E-mail Addresses section:
System Administrator -- Set this to the E-mail address of the system administrator typically used so any alarm messages can be sent to the administrator for their attention. Note: The setting of this value will be used in the system variable &S (System Administrator E-mail address) which can used in any
OAISYS Tracer System Administration Manual Overview · 42 Actions. Thus when you need to change the E-mail address of the system administrator you can do so here and it will automatically be changed for all actions using the &S variable. Backup Administrator -- Similar to the above, but this should be the E-mail address of the person responsible for performing backups of the recordings, which in many cases is a person other than the system administrator. Typically this is then used so with an alarm trigger “Any Backup Alarms or Notifications” to notify the backup administrator by e-mail. Note: The Backup Administrator’s address will be stored in the system variable &B (Backup Administrator E-mail address) which can used in any Actions. Thus when you need to change the E-mail address of the backup administrator you can do so here, and it will automatically be changed for all actions using the &B variable.
OAISYS Tracer System Administration Manual Overview · 43 Actions
Actions can be created to do specific tasks such as writing to a log file, running a program, or triggering another program to take some additional action. Within the definition of an action, action variables can be used to dynamically include information specific to a call. See page 47 for a listing of available action variables. Once defined, these actions can be used in a number of different places including: (1) actions to be taken when alarms occur and (2) actions to be taken after each recording.
Adding/Changing Actions
On the Other tab Click the View/Change button under Actions to access the list of actions and then choose Add, Delete, or Change actions. The following action types are available:
Send DDE Message to another Program
This action will send a DDE Execute message to another program to request that program to perform some action. This can be used to communicate with any other application programs designed with this type of DDE interface.
Log an Event to a File
This action will write a text string to a specified text file. For example, this can be used to keep individual logs for calls to each of your DNIS numbers, as shown in the following example. It could also be used to trigger an action by another program that supports a command file interface as some of the other OAISYS products do.
Run a Program
OAISYS Tracer System Administration Manual Overview · 44 This action can be used to run a program. For example, this might be used to make a copy of a recording to special folder, as shown below.
Send Chat Broadcast
This action can be used to send a Chat broadcast message to one or more client PC’s. For example, if the disk space on the Tracer Server PC dropped too low, you could notify some personnel of this condition, as shown below.
Note: The Chat Message service is included with the OAISYS Net Server, however Chat client software must be installed and operating on the target desktop PCs for this broadcast message to be received. The following values are used for Chat Broadcast messages.
Field Param Value Service Name: MSG Command: ONESHOTEXT Message: Comma-delimited with the following fields: 1
Send E-mail
This action can be used to send an E-mail message. For example, if the disk space on the Tracer Server PC dropped too low, you could notify some personnel of this condition.
OAISYS Tracer System Administration Manual Overview · 45 Note: The optional OAISYS E-Mail Service must be installed and operating on the OAISYS Net Server for this feature to operate.
The following values are used for sending an E-mail message:
Field Value Email To:
Delete Recording
This action can be used as an After-Call Action to delete a recording of a call just completed. For example, you could create a special Delete Recording Account Code that employees could use whenever a caller states that they don’t want their call to be recorded.
OAISYS Tracer System Administration Manual Overview · 46 Action Variables The following variables can be used within action definitions:
Variable Information %A Account Number %C Call Historian Unique Database ID (GUID) %D Call Direction ("In" or "Out") %E Called Phone Number (DNIS number) %F ACD Group Extension %G ACD Group Name %H Calling Phone Number (hyphenated - type 1) %I PBX Call ID %J Calling Phone Number (hyphenated - type 2) %K Agent ID %N Calling Party Name (outside calls only) %P Calling Phone Number %R Recording Path and Filename %S Station Extension %T Call Type ("IC" or "CO") %U VAT Extension Number %V VAT Number %W VAT port number %X Extra Info field – i.e. %X(“Notes”)
&B Backup Administrator E-mail Address &C Insert a Carriage Return character &D Insert the Date in format: "mm/dd/yy" &E Alarm Number &F Alarm Description &L Insert a Line Feed character &N Calling Party Name (outside calls only) &n Insert the Date and/or time in user-specified format i.e. "&Nhh:mm:ss AM/PM&" &Q Random Variable (6 digits) &R Random Variable (8 digits) &S System Administrator E-mail Address &T Insert the Time in format: "HH:MM" &t Insert a Tab Character %% Insert a Percent "%" character && Insert an Ampersand "&" character
OAISYS Tracer System Administration Manual Overview · 47 Note: Portions of information in the variables can be used by preceding the variable with a plus or minus sign followed by the number of digits/characters desired. For example, if you wanted to just use the first 8 characters of the Calling Party name you would use “%+8N”, or if you wanted to just use the last 7 digits of the Calling Phone number your could use “%-7P”.
Testing Actions Once you have configured your actions you’ll likely want to these them to make sure they work as you have intended. This is typically done while testing the configuration of the recording and alarm triggers where your actions are used. Please refer to Testing and Monitoring Activity for details on testing.
OAISYS Tracer System Administration Manual Overview · 48 Alarms
OAISYS Tracer has powerful alarm capabilities that can be used to notify personnel when problems occur and to provide a history of problems. Alarms that have occurred recently can be viewed on the Alarms window on the TRM. From the Alarms window, alarm logging to a text file can be enabled or disabled. By default, alarm logging is enabled to the file TRM_Alarms.Log. This alarm log file is a standard text file so it can be viewed using any program (Notepad, Wordpad, etc.) that can access a text file.
Up to eight (8) alarm triggers can be used to take additional actions when specific types of alarms occur.
OAISYS Tracer System Administration Manual Overview · 49 Alarm Types Each alarm has an alarm number to help identify the type and the severity of the alarm. The higher the alarm number the more severe the alarm condition. Following is a list of the possible alarms and their associated numbers.
Alarm Alarm Description Number 100 VAT Unable to Startup 99 VAT Connection Lost 98 VAT Port Error 86 CTI Call Start but no VAT Event 85 CTI Call Stop but no VAT Event 84 VAT port reported Recording Failed 81 Duplicate VAT port Extensions 80 VAT Disk space dropped below Threshold 72 VAT Configuration Error 71 VAT Call Start but no CTI event 70 VAT Call Stop but no CTI event 68 Historian Stopped – Call Historian stopped operating . 67 Historian Disk Critically Low – Call historian detected that it available disk space is extremely low. 66 Historian Purge Error – historian detected an error when attempting to purge expired call records and recording files 63 Backup Error – An error occurred during the backup process. 62 Backup Stalled – backup to media is no longer progressing 61 Backup Needed – a new folder is fully staged and is ready to be copied to backup media. 60 Backup Completed – a backup process has completed 57 Desired Call Recording Lost - No Port License Available
OAISYS Tracer System Administration Manual Overview · 50 Configuration of Alarm Triggers In addition to the logging function that can occur from the Alarms window, additional actions can be triggered based on the alarm type and alarm number. Eight different pairs of alarm thresholds and actions are available by selecting the View/Change button in the Action section of the Other tab.
Alarm Actions
Different types of actions can be designed for use in different alarm situations. Please refer to the section for details on creating actions.
Alarm Thresholds
The following alarm thresholds are available:
Any Alarm # < ‘x’ – Since less severe alarms have lower alarm numbers, this can be used to trigger an appropriate action when a low-priority alarm occurs. Any Alarm # > ‘x’ – Since more severe alarms have higher alarm numbers, this can be used to trigger an appropriate action when a high-priority alarm occurs.
OAISYS Tracer System Administration Manual Overview · 51 Any Alarm # = ‘x’ – This can be used to trigger an appropriate action when a specific alarm occurs. Any Backup Alarm/Notification – This can be used to trigger an appropriate action to notify the Backup Administrator whenever an alarm or notification occurs relative to the recording backup processes. Note: This threshold will trigger when any alarm between the numbers 60 to 69 occurs. Port Operating Error – This trigger occurs when a specific VAT port has an operating error. The trigger can be limited to a specific VAT port, such as “1”, or any VAT port, indicated with an asterisk (“*”). VAT Configuration Error – This trigger occurs when a configuration error is detected on a VAT port. The trigger can be limited to a specific VAT port, such as “1”, or any VAT port, indicated with an asterisk (“*”). VAT Disk < ‘x’ MB – This trigger occurs when the available disk space on any VAT drops below the specified limit. The limit is specified in MB (megabytes). It is recommended that an action using this threshold always be configured because running out of disk space is a critical problem that will cause Tracer to stop working. Even if no action is specified with this threshold, it’s still valuable to set it because it will generate an alarm in the Alarms window. Note: Even if this threshold isn’t used, an Alarm will be generated when a VAT is detected to be critically low on disk space. VAT Operation Error – This trigger occurs when an operating error is detected on a VAT port. The trigger can be limited to a specific VAT port, such as “1”, or any VAT port, indicated with an asterisk (“*”). VAT Startup Error – This trigger occurs when a VAT port cannot startup because of any kind of error. The trigger can be limited to a specific VAT port, such as “1”, or any VAT port, indicated with an asterisk (“*”).
Testing Alarm Triggers and Actions Once you have configured the alarm triggers and actions it is recommended that you test them to make sure they work as you have intended. This is done using the Tracer Recording Manager (TRM). Refer to Testing and Monitoring Activity for details on testing, page 53.
OAISYS Tracer System Administration Manual Overview · 52 Testing and Monitoring Activity
Once OAISYS Tracer has been configured it is recommended that you thoroughly test the Recording Triggers and Alarms to make sure you are getting the intended results. This is accomplished using the Tracer Recording Manager (TRM).
Testing Recording Triggers & Actions Testing of recording triggers is performed from the Testing tab of Tracer Recording Manager, as shown below. Setup the fields to simulate a call then Click the Check button and view the results in the Result box.
Simulating Calls
The following fields are provided to allow you to simulate a call. You can change fields and Click the Check button again to simulate changes that might occur during a call (for example, the Station Extension would change each time the call is transferred to a different extension):
VNP – Set this to the trunk that will be used for the simulated call. The format is V:P where ”V” is the VAT number (always one) and the ”P” is the port number (1 to 192). For example, to designate the 5th port you would enter: 1:5 Call Dir: – Set this to the call direction where In is an incoming call and Out is an outgoing call. Phone # – For an incoming call this is the ANI or Caller ID (CLID) number. For an outgoing call this is the number dialed. DNIS # – This is the DNIS or DID number for an incoming call. Acct – Use this to attach an Account code to the call.
OAISYS Tracer System Administration Manual Overview · 53 Stn Ext: – Set this to correspond the PBX extension number of the station on the call. Agt ID – Use this to specify an ACD Agent ID for the call. ACD ext – Use this to simulate an ACD call by setting this to the pilot extension number of the ACD group. Extra Info – Use these fields (Field and Value) to simulate extra information being attached to the call. For example, you could enter Customer ID for the Field and 45024 for the Value.
Testing Recording Triggers
When you Click the Check button, the results in the Result box will show the results of the check for recording triggers. Following are some example messages with an explanation of how to interpret them:
No Triggers Match – This means that the recording would not be started because no recording triggers matched for this simulated call. Sys>Vnp= 1:2 … – This means a trigger matched on a specific trunk configuration (port 2 on VAT number 1 in this example). For example, if the DNIS number matched it would read as follows: Sys>Vnp= 1:2 - DNIS Match #: 4805551234 Sys>Default: … – This means a trigger matched on the Default trunk setting. For example, if the Extra Information matched it would read as follows: Sys>Default - Xtra Info Match STN>Ext: … – This means NO trunk triggers matched but a specific station configuration matched. For example, if the Incoming Calls: 50% matched on Extension 1001, it would read as follows: STN>Ext: 1001 - % Incoming Trigger: 50% STN>Default: … – This means NO trunk triggers and NO specific stations matched but the default station configuration matched. For example, if the Incoming Calls: 65% matched, it would read as follows: STN>Default - % Incoming Trigger: 65%
.
OAISYS Tracer System Administration Manual Overview · 54 Testing After-Call Triggers and Actions
The Also Check Post-Call Actions option should be enabled if you also want to test the after-call triggers and actions. With this enabled, setup your simulated call fields as described above, Click the Check button, and then look at the Events window to see if the designated actions triggered. Use the menus Setup > Show Activity to display the Events window. If your triggers and actions don’t work as expected, use Tracer Administrator to modify the triggers or actions and then retest.
Note: This type of testing should only be performed when the system is idle.
Testing Alarm Triggers & Actions Testing of alarm triggers and actions is also performed from the Testing tab of the Tracer Recording Manager, as shown below. To simulate alarms fill in the fields in the Simulate Alarm section and then Click the Sim button.
The following fields are provided to allow you to simulate an alarm:
Num – Set this to the alarm number. Refer to the Alarm Types section for details on Alarm numbers. Vat #: – This is the Vat number and should always be one. P2 – This parameter varies depending on the type of alarm. Setting of this parameter is not important for testing. Reason – Some alarms follow their description with an explanation. This parameter can be used for this purpose but it is not important for testing.
Click the Sim button to simulate an alarm. Switch to the Alarms tab to view the alarm text and to see if the configured thresholds and actions worked as expected. If they did not, use Tracer Administrator to modify the alarm triggers or actions and then retest.
OAISYS Tracer System Administration Manual Overview · 55 Monitoring Port Activity From the VAT Status tab you can monitor the status of all of the VAT ports in real time. When you first start the system you will always want to check that all of the ports are equipped, configured, and operating. The following screen shows what the status might look like on a system.
The status of each port is signified by a color. The Key on the right side of the screen defines the meaning of each color, as follows: Unequipped – There is no operational voice port hardware for these ports. UnLicensed – Voice port hardware is installed for these ports but these ports are not licensed for use. It is not unusual to have unlicensed ports. If, for example, you have a fractional T1 connection with 18 ports you would probably not have purchased Tracer software for all 24 ports, so the last 6 ports would show as unlicensed. Not Operational – For some reason these ports have hardware but are not operating correctly. If, for example, the T1 connection is removed from the voice board, the associated ports would show as Not Operational. UnConfigured – These ports are available for use but have not been configured correctly. Use the setup screens of Voice Assistant Tracer (VAT) to configure these ports correctly. Idle, Ringing, Recording, Rec Hard Pause, Busy (Not Rec), Stopped No License – These colors indicate various dynamic states for a port
OAISYS Tracer System Administration Manual Overview · 56 Snoop Ports The number of “Real Time Call Monitoring” port (also referred to as “Snoop Ports”) licenses that are equipped and in use are shown in this section.
Port Details and Monitoring Errors
Pressing the Details button will pop up the VAT port Details screen. This shows more information about each equipped port including the port type, trunk type, beep tone setting, and the Trunk ID setting. It also keeps an error history for each port showing the count of errors that have occurred as well as what error last occurred and when it occurred.
The most common installation problem (on CTI or SMDR integrated sites) is the incorrect setting of the Trunk ID field for one or more of the VAT port. This screen can help the installer determine with this type of configuration error exists (see the paragraph in the Troubleshooting section for more information). The following Buttons are available on this screen:
Refresh button -- used to update all the information on this screen since it’s not constantly updated. Clear Errors button – this clears the error history so the error history can start fresh. Show VAT button – Press this button to pop up the VAT so that VAT port configurations (like the Trunk ID/Ext #) can be easily changed.
OAISYS Tracer System Administration Manual Overview · 57 Monitoring Call Activity From the Active Calls tab you can monitor the calls that are active in the Tracer system. This can be useful when troubleshooting.
Important Note: It is highly recommended that you only use the Auto Refresh option when the system is lightly loaded and that you disable it when you are finished monitoring.
OAISYS Tracer System Administration Manual Overview · 58 File Backup and Recordings Management
All recordings made by OAISYS Tracer are stored in recording files on the hard disk of the Tracer Server PC. Because disk space is limited, older recordings must be periodically deleted or backed up (moved to another storage media) to continually provide enough space for the newest recordings. Recording applications fall into one of the following two scenarios:
1. Temporary – Recording files need only be kept for a few days or a few weeks. For example, a high school records all phone calls to capture recordings of any bomb threats, terrorist threats, abusive parent calls, and any 911 calls made from the school. OAISYS Tracer can be configured to keep all recordings for 14 days and automatically purge any older recordings. Using the OAISYS Replay player, recordings of problem calls can be easily copied by any administrator to another PC, disk, or CD before 14 days have passed. In this case, no formal Backup plan is needed and a simple automated Purge Process is used.
2. Archival –Recording files need to be kept for long periods of time (months or years) so that they can be recalled and replayed as needed in the future. For example, a financial institution keeps recordings of all phone transactions for a year in case any customer conflicts arise. This type of installation requires the system administrator to commit to a file backup plan to systematically back up the recording files to other storage media. Refer to the Backup Process for more details.
Purge Process When no long-term storage of recordings is needed, a simple Purge process can be used to periodically purge the oldest recording files to make room for more new recordings. Once setup, this purge process happens automatically on a daily basis.
Purge Process
Real-Time Recording Recordings Area
delete LAN
Call Historian
delete
Call dbase
The Call Historian performs the purging process at a designated time each day for all recordings older than a designated age. Please see the following OAISYS Call Historian section for more detail.
OAISYS Tracer System Administration Manual Overview · 59 Backup Process All recordings made by OAISYS Tracer are created by the VAT (Voice Assistant Tracer) and are stored on a hard disk in a Real Time Recording area. These recordings are on-line and thus can be listened to by any approved Replay user.
Depending on (1) the size of the Real Time recording area in the Tracer system and (2) the amount of recordings made each day, these recordings can be left in this area for a significant period of time (2 weeks to over one year). This time period is called the On Line time period. However, at some point these recordings must be moved to make room for more recordings.
VAT
Real-Time Recording Recordings Area Backup Process
LAN
1. move Call OAISYS Backup Staging area Historian Backup \Backups Assistant \Jan0702_10a
On a daily basis, the Backup Assistant checks to see which recordings are older than the On Line time period and moves those files into folders in a different area called the Backup Staging Area. The system administrator then uses Backup Software to copy these files on to a permanent backup media (i.e. Tape or CD). Once this backup process is successfully completed, the recording files are purged (deleted) from the staging area and are then considered off line. The following sections provide more details on this entire backup process.
OAISYS Call Historian OAISYS Call Historian (which operates continuously on the Tracer Server PC) plays an active role in both Temporary and Archival recording solutions, as follows: For Temporary solutions, Call Historian should be configured to automatically purge all recordings and call records older than ‘x’ days every night at midnight (or some other appropriate time of day or night). Use the Delete the Active Recordings option to accomplish this task. For Archival solutions, Call Historian will only purge old call records from the database. The recording files themselves that are associated with these old call records should have already been backed up and removed from the system. If all of the old recordings have NOT been removed, Call Historian will detect this, generate an alarm, and stop the purge operation until the next day. Use the End Purge and Generate Alarm option to accomplish this task.
Note: When and where the archiving of the recorded files is done is set using the Backup Assistant.
OAISYS Tracer System Administration Manual Overview · 60 For details on changing the configuration of Call Historian refer to the Configuring the Call Historian section.
OAISYS Backup Assistant For long-term recording solutions, OAISYS Backup Assistant is used to automatically move recording files from the Real-Time recording area to the Backup Staging area, so they can then be easily archiving onto removable media.
OAISYS Backup Assistant, as the name implies, assists in the backup process by moving the recording files into staging media folders so the Backup software can easily copy the recordings onto the desired backup media (i.e. Tape or CD).
Backup Assistant automatically creates a new media folder for each new backup and moves only enough recording files into the folder to fill up the target backup media. Once that media folder is full, it will generate an appropriate notification (Alarm #61) to alert the system operator that a backup is due (see below for more details on notifications).
During the staging process, Backup Assistant keeps track of where each recording is moved and updates the call history database accordingly. Therefore, even while files are in the staging media folders they are still considered On Line and can be played by Replay users. Once the recording files have been successfully copied onto the backup media, the recordings should be purged (deleted) from that media folder using the Purge Folder feature in Backup Assistant. This purge process makes disk space available for subsequent backups but it also marks these recordings as Off Line.
Backup Staging Folders In the backup staging area there is one main Root Folder and many sub folders called Media Folders. The Root Folder is named BackupStaging and must be shared on the LAN to allow proper operation (refer to Connecting to the LAN section for details on network shares).
During the staging process, each media folder is automatically created by Backup Assistant and then filled with recording files. Each new Media Folder is automatically named using the approximate date and time of the oldest recording file in the folder.
OAISYS Tracer System Administration Manual Overview · 61 Backup Staging \TracerBackups Root Folder \2002Jan07_10a Media Folder
Once a Media Folder has been created it will transition though a number of states that represent the status of the associated recording files for that folder. Following is a table showing some of the main states of these folders.
Media Folder State Description Staging For Backup Files have been copied into this folder but it is not yet full. Ready for Backup The staging process is complete. This folder is full of recording files and is ready to be Backed Up. Backup In Progress One or more of the files has been copied onto the backup media. *B Ready for Purge (Backup Complete) All of the recording files have been copied onto the backup media. *B Purged All of the recording files have been removed and are now off line. These folders are not deleted so that recordings can be easily restored/recovered at some future date/time. Restored Some or all of the recording files have been copied back into the folder from the backup media.
Note: *B This status is only available if the Backup Software sets the archived complete indicator on each file that it backs up. For more details on the entire backup staging process please refer to the Backup Assistant manual.
Backing Up Recordings to Removable Media When a Media Folder has been filled during the staging process, the recordings files then need to be copied onto a backup media (i.e. DVD, Tape, CD, etc). Depending on the target media type, different backup programs are appropriate for use.
Since these recordings files are standard computer files many different 3rd-party Backup Software programs can be used. In Appendix D: Tape Backup Software Programs , Appendix E: CD Writer Software Programs and Appendix F: DVD Writer Software Programs, information is provided on some Tape, CD, and DVD backup software applications that have been tested to be compatible with Tracer.
Important Note: The recording media (DVD, Tape, or CD) should always be labeled using the same name as the Media Folder from which it was copied. This naming convention makes it very easy to know which Media Folder should receive the recording files when they need to be restored and brought back on line. Also, since each media folder is named using the date and time of the oldest recording it contains, when you want to
OAISYS Tracer System Administration Manual Overview · 62 recover a recording or recordings from a specific time period, it is easy to look through the media and determine which media contains recordings from that time period.
Backing Up Recordings to Network Storage You may specify a network share for the BackupStaging folder. Consider using this feature with network-attached storage devices or Storage Area Network devices.
Notifications During purging and backup processes, alarms will be triggered if problems are detected at various times during the process. Following is a listing of these alarms.
Alarm Alarm Description Number 66 Historian Purge Error – historian detected an error when attempting to purge expired call records and recording files 63 Backup Error – an error occurred during the backup process. 62 Backup Stalled – backup to media is no longer progressing 61 Backup Needed – a new folder is fully staged and is ready to be copied to backup media. 60 Backup Completed – a backup process has completed.
When they occur, the alarms can be viewed on the Alarms screen of the Tracer Recording Manager. However it is often useful to setup alarm actions to notify you when these alarms occur. For example, you could have a Chat Broadcast message popup on your desktop PC or have an E-mail notification be sent to the administrator.
See the Alarms and Actions sections for more details.
OAISYS Tracer System Administration Manual Overview · 63 Restoring Recordings
Once recordings have been backed up and removed from the Backup Staging area, those recordings are no longer on- line. This means that someone using OAISYS Replay cannot directly access and listen to those recordings. Therefore, to listen to one of these recordings, the recorded file must be copied back from the backup media (Tape or CD) and brought back on-line.
Depending on whether the associated call record for that recording was purged from the Call database, one of two different processes will have to be used, as follows:
Restore Process – If the Call History database still contains the corresponding call information for the recorded file, then this process can be used to bring the recording back on-line. This means that the file can be copied from the backup media into the folder in the backup staging area from where it was originally backed up. Recover Process – If the corresponding call information for the recorded file was already purged from the Call database, the Recover Process must be used to bring the recording back on-line. This means that in addition to copying the file from the backup media (as described in the Restore Process above), the file must also be re-linked to the Call History database using Backup Assistant. Restore Process
Backup Staging area Backup \TracerBackups Media \2002Jan07_10a 1. copy Still Linked
Recover Process
Backup Staging area Backup Media OAISYS \TracerBackups Backup 1. copy Assistant \2002Jan07_10a
Since these recordings files are standard computer files, many different 3rd-party Backup Software programs can be used to restore files. Typically the same program that was used to create the backup copy can also be used to restore files.
OAISYS Tracer System Administration Manual Overview · 64 Connecting Tracer with an OAISYS Server
Note: With Tracer Version 2.0, the installation of a Tracer system with an OAISYS server is simpler than it was in previous versions.
When a Tracer system is installed along with an OAISYS server, it is usually desirable to have the two systems interoperate in an integrated mode. In this mode the Tracer applications can be used in conjunction with other OAISYS applications. For example, OAISYS Net Phones can integrate with the Tracer recording system to allow recordings to be manually stopped and/or started by authorized Net Phone users. Plus, call information attached by Net Phone users or other applications (like IVR or ACD applications) can be used to trigger Tracer recordings and will be saved as part of the recordings.
PSTN Trunks
Passive Phone System TAP System CTI link Tracer VAT Server Level 2 (CTI link mode) Level 2 Tracer OAISYS (Replicator mode) Copy OAISYS Net Server Key OAISYS Copy Net Server Key Tracer
Recording N A OAISYS Manager (TRM) L Server Historian other OAISYS Call History Backup applications Assistant & Recordings
LAN
Replay Net Phones
Figure 2: Connecting a Tracer with an OAISYS Server
To allow integrated operation of the two servers, some of the Tracer installation procedures are different than when a Tracer is installed by itself in a Single Server mode {see Initial Installation of Tracer Server (Single Server) }. In a multi-server installation, the Tracer Server can be configured to connect to the OAISYS Server according to the picture above, and the following listed actions need to be followed:
OAISYS Tracer System Administration Manual Overview · 65 OAISYS Server – Check to verify that the system is currently under maintenance and that the Net Server on the OAISYS Server is Version 4.1 or later. If not arrange to upgrade this software. Tracer Server – The Tracer server must be setup to utilize the CTI link from the OAISYS server. This is accomplished by setting the Port of the Level2 Service (a) to “Replicator” mode and (b) providing the Host Name of the OAISYS server, as shown in the sample window below.
OAISYS Tracer System Administration Manual Overview · 66 Connecting a Tracer with an Additional Tracer
On some sites, multiple Tracer systems may be needed, and it is usually desirable to have the two Tracer systems cooperatively share the same CTI link from the Phone system as shown below. In this configuration, other than sharing the CTI link, the Tracer systems will operate independently from each other.
PSTN Trunks
Phone Passive Passive System System TAP TAP CTI link
Tracer 2 VAT VAT Level 2 (CTI link mode) (Slave) Tracer 1 Tracer Level 2 (Master) OAISYS Tracer OAISYS (Replicator mode) Copy Copy Net Server Net Server Key 1 Key 2
N Tracer Tracer A
L Recording Recording Manager (TRM) Manager (TRM) Historian Historian
Call History Call History Backup Backup & & Assistant Assistant Recordings Recordings
LAN
Replay
Figure 3: Connecting Multiple Tracers
To enable the cooperative operation of the two Tracer servers, some of the Tracer installation procedures are different than when a Tracer is installed by itself (Single Server mode) as follows:
Master Tracer Server (Tracer #1) – No configuration changes are required from a standard single- server installation. Slave Tracer Server (Tracer #2) Level2 Service – The Tracer server must be setup to utilize the CTI link from the Master Tracer server. This is accomplished by setting the Port of the Level2 Service (a) to “Replicator” mode and (b) providing the Host Name of the Master Tracer server, as shown in the example below.
OAISYS Tracer System Administration Manual Overview · 67 Slave Tracer Server (Tracer #2) Call Historian – Typically the Call History database on the 2nd Tracer system should use a different “Site ID” from Master Tracer. This would allow the information from the databases on two Tracers to be replicated into a 3rd “Combined” database to allow Relay users to search, sort, and view from a single database. Note: Setting up such a multi-database replication (1) requires an additional PC running a full MS SQL Server and (2) special configuration steps which are explained in a separate document. However to set the “Site ID” is accomplished from the Call Historian “Settings” screen as shown below. On this screen you would simply change the “Master-DB integration” site ID from the default value of “1” to a new value (typically “2”).
OAISYS Tracer System Administration Manual Overview · 68 Replay (and Web Replay) Users - Access Control
Replay is the client application that can be installed and used on any sound-equipped PC on the LAN to view Tracer call information and playback recordings of calls. When a user logs in to the Replay client their access to the information on the Tracer server database, including the recording files, can be restricted. For example, you may want to:
Allow certain individuals to only have access to calls and recordings made from their phone extension. Allow supervisors to access calls and recordings for everyone in their department, but no one outside of their department. Allow the system administrator to have access to all calls and recordings.
The Tracer system provides the means for setting up such user access controls. Though this section describes setting up access control for Replay users, it can also be used for other Tracer applications (such as Tracer Wizard).
In addition, Replay uses can be setup so they use the settings of a “supervisor” in the Tracer Administrator to further define which types of calls they will (and will not) be able to view and playback. This can include limits like: only calls to/from specific phone numbers, only calls to selected DNIS numbers, only calls with certain account codes, etc. For more details on this configuration these limits please refer to the Supervisor (or Snoop) Clients section. To add the restrictions of a “supervisor” for a Replay user, simply setup a supervisor entry (in the Tracer Administrator ) with the same username and password as the Replay user configuration described below.
Overview Using OAISYS Net Server Administrator, you can create and modify user accounts. Each user account typically includes at least: (1) a unique username, (2) an optional password, and (3) an associated PBX extension number. Individual users can then be included in “User Groups” to make it easy to assign the same access privileges to many people at once and/or to limit the scope of access to just users in the group.
Finally, individual users and User Groups can then be added to the access list for an application, such as Replay, each user or group having specific access privileges to the application.
Then when a user logs into Replay, the following steps will occur: The user must provide a valid username and password. In the “Applications” list for “Replay”, that user’s access privileges will be determined by: If that user is listed as an individual – those privileges will be used. Otherwise, if that user is part of a user group that is listed – the privileges for that User Group will be used Otherwise – the privileges for the “
Once a user’s access privileges have been determined, access will be limited in two separate categories: (1) the Read Access level and (2) the Modify Access level. The Read Access level determines which calls you will be able to view and listen to (if it was recorded). Following are the four possible access levels:
Denied – You are not allowed to view or listen to any calls.
OAISYS Tracer System Administration Manual Overview · 69 Self – You are only allowed to view or listen to calls that involved your specific PBX extension. Group – You are allowed to view or listen to calls that involved the PBX extensions of anyone listed in your group. World – You are allowed to view or listen to all calls.
The Modify Access level determines whether you can modify (add bookmarks or missing information) the calls you are allowed to view, as follows:
Denied – You are not allowed to modify any calls. Self – You are only allowed to modify calls that involved your specific PBX extension. Group – You are allowed modify any calls that involved the PBX extensions of anyone listed in your group. World – You are allowed to modify all calls that you can view.
Creating Users Using OAISYS Net Server Administrator, you can create and modify user accounts. From the Users tab you can add new users or edit existing users.
The screen below shows we have created a user “JohnDoe”, with an associated PBX extension of 1029. For Replay users the extension number is important because it is used if the Read or Modify access levels are either Self or Group.
OAISYS Tracer System Administration Manual Overview · 70 Applications Using the Applications tab on OAISYS Net Server Administrator, you can create and modify the list of which users and user groups have access to the application. The screen below shows the Replay application has two entries:
Admin user – is set to have World privilege for Read and Modify, so this user will be able to view, listen to, and change all call information and recordings.
OAISYS Tracer System Administration Manual Overview · 71 For some customers, it may be more appropriate to limit access to recordings and call information to certain users. Thus to deny access to all other users you would simply change the settings of the
To add another user to the Replay application list, simply press the New button and the Edit Application window will appear. Select the User or Group to be added and set the Read Level and Modify Level privileges appropriately. On the screen below we’ve added the user “JohnDoe” that we created in an earlier example.
Creating User Groups From the User Groups tab on OAISYS Net Server Administrator, you can create and modify groups of users. User Groups can be created to: Make it easy to assign the same access privileges to many people at once, or To limit the scope of access to just users listed in the group. For example, if the Read access level of JohnDoe is set to Group, then he will only have access to calls of others in his group.
OAISYS Tracer System Administration Manual Overview · 72 Below we show we’ve created a user group called Sales Mgr Group with four users in it including the user JohnDoe.
Once you have created a group you will want to go back to the Applications tab and include the group in the Replay application list. However, you must first determine the appropriate settings for the Read and Modify levels that you want to use for the group, with the following general categories:
Peer group – you desire to have everyone in the group have access to all calls made by the anyone in the group. Supervisor Group plus Individual Access – you want to allow the supervisor of the group to have access to all calls made by the group, and the other individuals in the group access only their own calls. Supervisor-Only Group – you want to allow the supervisor of the group to have access to all calls made by the group, but the other individuals in the group should not have access to any calls.
Peer group
OAISYS Tracer System Administration Manual Overview · 73 By setting the Read and Modify privileges of the Sales Mgr Group to Group level, we are allowing everyone in the group access to the calls made/received by all the members of the group.
Supervisor Group plus Individual Access Assuming that JohnDoe is the supervisor, we first add JohnDoe to the Applications list and configure him with Group privileges. Since JohnDoe is listed individually he will have access to all calls of everyone in the group (remember JohnDoe is included in the group). Next we add the Sales Mgr Group to the list and configure it with Read and Modify privileges of Self, so we are allowing everyone in else in the group access only the calls they made.
Supervisor-Only Group
Starting from Supervisor Group plus Individual Access case above, we simply change the Sales Mgr Group to configure it with Read and Modify privileges of Denied. This will not allow anyone in the group to access any of the calls, except for JohnDoe who can still access all calls of everyone in the group (since he is listed as an individual user).
OAISYS Tracer System Administration Manual Overview · 74 OAISYS Tracer System Administration Manual Overview · 75 Other Services
A number of additional services are included in the Tracer system to provide functionality for the Tracer server and client programs..
SMDR Service The Tracer system can connect to a PBX SMDR output to receive additional information about each call. This information typically includes the Extension number of the station on the call and possibly the Account number attached to the call.
The SMDR Service provided on the Tracer system provides this integration with the PBX SMDR output. To make changes to the SMDR service you must first login The default passcode is: Admin
You must first select the PBX Type you are using and then Configure the Port settings (RS232 or IP port) to match the configuration of the PBX SMDR link connection.
OAISYS Tracer System Administration Manual Overview · 76 For more details on setting up and using the SMDR service, please refer to the on-line help file of the SMDR Service. For specific details on a PBX integration, please contact Computer Telephony Solutions.
E-mail Service The Tracer system can use E-mail to provide many functions like: Notifying a System Administrator when an Alarm condition occurs, Notifying a Backup Administrator when backup task is ready to be performed, or automatically sending copies of selected recordings via e-mail.
The E-mail features are preformed by a service on the Tracer system appropriately named the OAISYS E-mail Service. To operate, this OAISYS E-mail service simply needs to be configured with the login information for a customer- supplied, MAPI-compliant, e-mail account. Thus, it is compatible with many e-mail servers, including Microsoft Exchange.
Once the E-mail service is configured, it will then automatically startup and login to it’s e-mail account whenever the Tracer system is restarted.
Note: For more details on the OAISYS E-mail Service, please refer to the on-line help for that application
File Streaming Service (FSS) The file streaming service is use to provide remote clients access to the contents of recording files. This is used, for example, by the OAISYS Web Replay and the OAISYS Call Monitor applications to access recordings files. This service requires not setup or administration.
OAISYS Tracer System Administration Manual Overview · 77 Troubleshooting
This section is provided to assist in troubleshooting symptoms and problems.
Analog Board Symptoms
Calls are being made/received on trunk but VAT port not showing them or is showing them sporadically -- likely cause: VAT port Trunk Type setting is incorrectly -- for example the trunk is setup as E&M but VAT port Trunk Type is set to Loop Start (see Configuring the VAT Voice Ports ).
T1/PRI Board Symptoms
Red Light on board port -- trunk cabling is not correct (check Installation manual for wiring details). Green Light on board port -- a good start, BUT it DOESN'T mean cabling and settings are correct PRI trunk -- Calls are being made/received on trunk but VAT ports are not detecting them -- likely cause: Transmit and Receive cabling pairs are reversed. T1 trunk -- Calls are being made/received on trunk but VAT ports are showing them in opposite direction (Inbound calls seen as Outgoing calls and vice versa) -- likely cause: Transmit and Receive cabling pairs are reversed. T1 trunk -- Calls are being made/received on trunk but VAT port not showing them or is showing them sporadically -- likely cause: VAT port Trunk Type setting is incorrectly -- for example the T1 trunk is setup as E&M but VAT port Trunk Type is set to Loop Start (see Configuring the VAT Voice Ports ). LOF shows in VAT Port display -- likely cause: Trunk Framing set incorrectly for this port (see AI- Logix (Music Telecom) Digital T1/PRI Boards page: 109)
T1 (or ISDN-PRI) Board Wiring Problems: The following wiring issues may manifest themselves with these symptoms:
1. Crossed Pairs (Tx and Rx pairs switched) May cause ANI/DNIS problems All calls may appear as Outbound in Historian/Replay All calls may appear as Inbound in Historian/Replay Incoming calls appear as Outgoing, and Outgoing appear as Incoming
2. Polarity Reversal (each Tx and Rx pair has a + and - wire) or Miswire (Tx+ and Rx- making one pair with Tx- and Rx+ making the other pair) Unpredictable. Phone techs should be sure to never create this condition. The CO lines and PBX boards should have protection to prevent hardware destruction, but you never know. Regardless, the system will not work properly.
OAISYS Tracer System Administration Manual Overview · 78 Light Indicators on T1/PRI Boards The following table shows LED combinations and what they may mean.
Red LED Green LED Indication Off Off Music Telecom driver not loaded or started. Make sure VAT is running. On Off Wiring is incorrect (VAT should also show port status – LOS). On On Wiring MAY BE correct however it is possible that the Tip/Ring pair could be reversed and the Framing setting in Music Telecom’s Smart Control is incorrect (see page 109 AI-Logix (Music Telecom) Digital T1/PRI Boards). Off On Wiring MAY BE correct however it is possible that the Tip/Ring pair could be reversed and the Protocol or Framing settings could still be incorrect (see T1/PRI Board Symptoms above ).
See Appendix G: Voice Board Reference Information (Page 109) for settings for the AI-Logix (Music Telecom) Digital T1 Boards
OAISYS Tracer System Administration Manual Overview · 79 VAT Trunk ID Configuration Errors: On any installation that uses either a CTI link or an SMDR link, the most common source of errors is: Not correctly configuring the each VAT port Trunk ID (Trunk Extension) to exactly match the PBX trunk ID to which that VAT port is wired.
1. Indicators: Alarms and Error Messages that can point to this type of problem include the following. The Alarm messages can be seen on the TRM “Alarms” screen and the Error messages can be seen in the TRM “Activity” screen.
ERROR-Call Started via CTI but No VAT started: 1:2 Alarm #72: Vat #1:2-VAT Configuration CTI event for Ext:94161 - No Corresponding VAT call active. ERROR-VatInt_OnRecordingStopped() - Can't find a CALL object for Call on 1:2 ERROR-Couldn't locate call on Vat 1:2 ERROR-VatInt_OnCallCompleted() - Can't find a CALL object for Call on 1:2 ERROR-CTI event for Trunk ID:94162 – No Corresponding VAT call active on VAT 1:1
Note: Be aware that if some calls were already in progress when the Tracer system is started (or the trunk wiring is reconnected), then it can also trigger these types of errors. If this occurs wait until each trunk has gone back to idle before investigating these types of errors.
3. Analysis: The Trunk Recording Manager (TRM) has a VAT Port Details screen that is useful for checking for errors, especially of this type. This screen shows how many errors have occurred on each VAT port and what the last error message was for each VAT port. 4. As shown in the following example, VAT ports #1 and #2 indicate they have encountered a number of errors. In this case, the installer mistakenly reversed the Trunk IDs (Extension # of the trunk) for VAT ports #1 and #2. Now, by pressing the “Show VAT” will pop up the VAT port programming screen to let the installer easily correct this mistake.
When done with the analysis and attempted fixes, the installer should press the “Clear Errors” button to clear out the error history so a fresh error history can begin.
Recording Problems: Following are some symptoms:
OAISYS Tracer System Administration Manual Overview · 80 1. Recording appears to start but Ends Prematurely – Recording disk may be full. Backup and purge files to make sufficient space available on the recording disk. 2. Recording appears to work but does not show up in Call Database – The Call Historian service may have been accidentally shut down. The Call Historian must be operational at all times. 3. Periodic Tone Doesn’t Work -- The Periodic Tone feature is only available on analog trunks and thus cannot be used on digital trunks. 4. No New Recordings Being Made -- The VAT on the Tracer Server may have accidentally been shut down. This VAT program must always be running when Tracer is operating. 5. Periodically Recordings are Not Being Made on a T1 Trunk – On possible situation that can cause this is that some of the channels on the T1 trunk are being used for data instead of voice. Use of data channels within a T1 trunk is NOT supported as it can adversely affect the recording of the voice channels.
Real-Time Monitoring (Snoop) Problems: Following are some symptoms:
1. Monitoring doesn’t work on Analog Trunks – Presently the 4-port Analog Trunk Board does NOT allow Real-Time Monitoring (OAISYS Call Monitor) connections. The 8-port and 16-port analog boards and the digital trunk boards do allow OAISYS Call Monitor connections.
OAISYS Tracer System Administration Manual Overview · 81 Appendix A: Wiring Information
Analog Trunks For connection to analog trunks the PT4, PT8, or the PT1600 cards are used to provide 4-, 8-, or 16-ports respectively. These cards are plug & play compatible and require no special configuration. When installing multiple cards, it is important to pay attention to the PCI Slot number as this will determine board order and port numbering.
The PT4 and PT8 PCI cards are all equipped with RJ-14 connectors, capable of handling two telephone lines. Each connector provides two pairs of wires, the inner pair carries line 1, 3, 5, or 7, and the outer pair carries line 2, 4, 6, or 8.
For single line passive-tap (RJ-11s) from the Central Office or PBX, purchase a “Y” cable from a local electronics store (Radio Shack, Catalog # 279-401) to interface two RJ-11 connectors to the RJ-14 on these cards. If RJ-14’s are available at the installation, then a standard four wire modular cable is required.
Tip1 Line #1 Ring1 Customer Premise Network Equipment Element Tip2 (CPE) (NE) Line #2 Ring2
Voice Board G Y BL
1,2
R BK W 3,4
5,6
7,8
4-port or 8-port Wiring Diagram
OAISYS Tracer System Administration Manual Overview · 82 The PT800 & the PT1600 are equipped with a 50-pin Amphenol connector for wiring connections to the 8 or 16 ports. The following table shows the wiring connections.
PT 800/1600 Wiring Connections Ampehenol Pin # Port # Signal Pin 26 1 Tip Pin 1 1 Ring Pin 27 2 Tip Pin 2 2 Ring Pin 28 3 Tip Pin 3 3 Ring Pin 29 4 Tip Pin 4 4 Ring Pin 30 5 Tip Pin 5 5 Ring Pin 31 6 Tip Pin 6 6 Ring Pin 32 7 Tip Pin 7 7 Ring Pin 33 8 Tip Pin 8 8 Ring Pin 34 9 Tip Pin 9 9 Ring Pin 35 10 Tip Pin 10 10 Ring Pin 36 11 Tip Pin 11 11 Ring Pin 37 12 Tip Pin 12 12 Ring Pin 38 13 Tip Pin 13 13 Ring Pin 39 14 Tip Pin 14 14 Ring Pin 40 15 Tip Pin 15 15 Ring Pin 41 16 Tip Pin 16 16 Ring
T1 or ISDN-PRI Trunks A typical T-1 installation has a PBX located at the customer’s premises connected to T1 trunk(s) provided by the Central Office. Non-intrusive call logging and line status monitoring on two T1 trunks is accomplished by each T1 board. Cabling for ISDN-PRI trunks is identical to the T1 trunks.
OAISYS Tracer System Administration Manual Overview · 83 Important Note: Make sure the total cable distance between the Tracer Voice board and the T1/PRI board in the PBX is less than 45 feet!
Note: ISDN-PRI and T1 trunks cannot presently be used on the same board. If you have a need to record both PRI and T1 trunks, the PRI trunks must be connected on a separate voice board from the T1 trunks.
Wiring Diagram for NTI - DPT T-1 (or ISDN-PRI) system
Carrier Customer Premises (CP)
R1 T1 TRUNK 1 R LBO Customer T Network 0, 7.5 or 15 dB Premises
Element R1 Equipment (NE) T1 (CPE) TRUNK 2 R LBO T 0, 7.5 or 15 dB
8 RJ45 7 Line 1 Inbound 6 Ch 1- 24 5 4 3 2 Outbound 1 Ch 1 - 24
8 RJ45 7 Line 2 Inbound 6 Ch 25 - 48 5 4 3 2 Outbound 1 Ch 25 - 48
NTI - DPT
Note: The Tracer voice card connections are not the same as those of the CPE, as shown in the table below.
PBX Connector R1 T1 R T I/T Axxess RJ45 Pin 1 Pin 2 Pin 4 Pin 5 I/T Eclipse RJ45 Pin 1 Pin 2 Pin 4 Pin 5
Inter-Tel Axxess (or Eclipse) Typical Wiring Scenario
OAISYS Tracer System Administration Manual Overview · 84 RJ45 Straight-Thru Y-Jack Customer PBX Network (splitter) RJ45 Cable Element (T1/PRI) T1 or PRI RJ45 Board
Dual T1/PRI Voice Board T1 Cross-over Cable LED
Trunk 1 RJ45 LED
Trunk 2
T1 Cross-Over Cable Left Side Right Side Pin 1 Pin 4 Pin 2 Pin 5 Pin 4 Pin 1 Pin 5 Pin 2
OAISYS Tracer System Administration Manual Overview · 85 Euro-ISDN Trunks Most Euro-ISND systems use 75 Ohm coax. To connect NTI-DPT to monitor Euro-ISDN traffic a 75 Ohm T piece (TEE) is required with a dual 75 Ohm to 120 Ohm balun (balanced to unbalanced transformer).
Wiring diagram for 120 Ohm Euro-ISDN system is similar to the T-1 wiring diagram.
Wiring Diagram for NTI - DPT Euro-ISDN system - single trunk shown
Carrier Customer Premises (CP)
75 Ohm COAX R TEE Customer Network 75 Ohm COAX Premises Element T TEE Equipment (NE) (CPE)
DUAL BALUN
RG-45 1 2 3 4 5 6 7 8
Outbound 8 RJ45 Channels 7 Line 1 6 1- 30 5 TWISTED PAIR 4 3 Inbound 2 TWISTED PAIR Channels 1 1 - 30
NTI - DPT
OAISYS Tracer System Administration Manual Overview · 86 Appendix B: Adding Additional Ports
As companies grow or business needs change, it may be necessary to increase the recording capacity of a Tracer system. Tracer supports up to 192 ports per system. Ports can be analog, digital, or both, depending on the PC configuration.
Order Additional Components
Contact your authorized OAISYS reseller for specific ordering information and pricing. Tracer requires a hardware component (voice recording boards) and software licensing to enable the ports.
If your system already contains unused ports, simply purchase the appropriate number of licenses from your authorized reseller. The reseller will provide an Enabler code that will unlock the additional ports.
Apply the Enabler Code using the Copy Key Upgrader application. Select Setup > Copy Key Update from the Net Server menu bar. Enter the Enabler exactly as given, and Click Unlock. Restart Tracer to take advantage of the additional licenses.
Install Additional Hardware
Power down the Tracer PC. Disconnect the power cable, and open the PC case. Ground yourself by touching an exposed metal portion of the case. Install the new voice card(s) into the available PCI slot(s), starting from the top down. The top (slot 0) is typically closest to the AGP video slot, or closest to the processor socket.
The voice cards automatically assign resources based on their position in the PCI bus. Avoid moving existing boards from one slot to another; doing so will change the port assignments in the Tracer software.
Tighten all connections and replace the PC case. Reconnect the power cable and start the PC. If you have added a new type of board (T1 to an analog system, or vice-versa) you may see the New Hardware Wizard. Follow the instructions on screen. If Windows is unable to find a driver, you must specify the correct location on the Music CD-ROM.
For systems using T1 hardware, you must access the SmartControl applet in Control Panel. Select the Board tab, and set MVIP to Master for each T1 board installed in the system.
Hardware Limits
You may install a maximum of 8 voice cards in a single computer. These boards may be any combination of analog and digital cards.
Software Limits
Tracer systems are currently restricted to 192 ports for a system. You may install up to 256 physical ports, but Tracer will use only the first 192 ports.
OAISYS Tracer System Administration Manual Overview · 87 Appendix C: Server PC configuration
Automatic Startup
OAISYS Net Server should be added to the Startup Group during Setup. Net Server will then automatically startup the other Tracer applications (?? Backup Assistant ??).
Tracer requires an active logon session for Windows NT, Windows 2000, and Windows XP. Configure an Auto-Logon account to ensure the Tracer software restarts in the event of a power outage. Windows NT: Install TweakUI from the Microsoft PowerToys package. Search support.microsoft.com to find the setup files. TweakUI allows you to specify a default user for NT to login at startup. Windows 2000/XP: Install TweakUI, or configure the system to always login with a local user. For Workgroup systems (not part of a Domain), open Control Panel > User Accounts, and select the Advanced tab. Uncheck the Require users to press Ctrl+Alt+Delete option. Windows 2000/XP will now boot each time using the default user account. (This option is not available when the PC belongs to a Domain.)
Power Backup and Surge Protection
The OAISYS Tracer Server should be protected using a quality AC power surge protector. Also the trunk lines that connect to the Tracer recording ports should have normal surge protection installation to protect against any high voltage surges that could damage the Tracer recording boards.
Using a battery backup unit to provide AC power during a brown out or short power outage is highly recommended. This battery backup unit should be configured to provide power to the Tracer Server for at least as long as the battery backup power is supplied to the attached telephone system. This is most easily accomplished by using the same battery backup unit for both the telephone system and the Tracer Server.
Screen Savers
Avoid using complex screen savers on the Tracer PC. OpenGL screen savers place an unnecessary load on the processor. Use Blank Screen when available, or use the Turn Monitor off after x minutes option under Power settings.
From the desktop, Right Click and select Properties. Click on the Screen Saver tab and select
Power Saver Settings
Disable any Power Management settings that affect the hard drive and processor. The PC experiences a delay when spinning up the hard disk(s) or stepping up the processor. This delay may prevent the PC from responding to telephone system events in a timely fashion.
Power settings that affect the Monitor can and should be used to protect the screen and save energy. Using a signal cutoff to the monitor is preferable to using a screen saver, since the PC processor does not need to spend cycles drawing images on the screen.
Virus protection
OAISYS Tracer System Administration Manual Overview · 88 Protect the Tracer PC with standard anti-virus packages. Symantec and McAfee packages are both compatible with Tracer software.
Third Party Software
Do not install or use other applications on the Tracer PC. The Tracer PC should be dedicated to Tracer applications, and should not be used as a desktop workstation or network infrastructure provider (domain controller, firewall, dhcp server, etc.)
Keyboard, Mouse, Monitor
Tracer systems should always have a mouse and keyboard connected. Keyboard-Video-Mouse (KVM) switches save space and eliminate extra monitors, mice, and keyboards. Use a reliable brand that provides power-on detection for PS-2 mice and keyboards.
Remote Control Software
Symantec pcAnywhere is a solid tool for remote control. pcAnywhere works with a modem for dial-in access, or over the IP network for LAN and WAN control.
System Requirements
Your Tracer PC must meet or exceed the minimum requirements as specified in the OAISYS Tracer Manual.
Backing Up
Most Tracer configuration files are stored under \program files\cts\. Configuration files take the form of Initialization files (*.ini), Database files, (*.mdb), and Action files (*.acs). Refer to each application’s Operations Manual for specific details on configuration files.
OAISYS Tracer System Administration Manual Overview · 89 Appendix D: Tape Backup Software Programs
Microsoft Windows Backup (NT Backup) Included with Windows 2000 in the System Tools folder is the Microsoft Windows Backup program. This program can be used to (1) backup recording files from a Media folder to tape and (2) restore recordings files from a tape into a Media folder. It can NOT be used to create CD backups.
Running the program and Setup From the Windows Start menu, you can start this program using Programs, Accessories, System Tools, and then Backup.
Use the Tools and then the Options menu to display the Options screen. On the General tab you should enable the following options as shown.
Using the Verify data after backup completes option will make the backup process take longer but it will help insure that the backup copy of the recordings files is indeed a good copy.
OAISYS Tracer System Administration Manual Overview · 90 On the Backup Type tab, make sure the Default Backup Type is set to Normal as shown below.
OAISYS Tracer System Administration Manual Overview · 91 Backing up Recordings from a Media Folder
On the Backup tab select the BackupStaging root folder and then select the media folder that is to be backed up by checking the box next to the folder.
Note: Though this program provides both a Backup Wizard and a Restore Wizard, it is better NOT to use these wizards for this application. The normal Backup and Restore tabs are easier to use in this application.
Set the Backup Destination to the correct type (usually: 4mm DDS ) for this tape drive.
Note: If you’re not sure which folder should be backed up, refer to Folders view on OAISYS Backup Assistant and find the Media Folder Name for the folder in the “ReadyForBackup” state.
OAISYS Tracer System Administration Manual Overview · 92 In the Backup program, press the Start Backup button to initiate the backup process. It’s usually a good idea to make sure the backup options are set correctly by pressing the Advanced button on the Backup Job Information screen.
OAISYS Tracer System Administration Manual Overview · 93 Make sure the Backup Type is set to “Normal” and the Verify data after backup option is enabled. Also the Compress the backup data to save space option should be disabled since the recordings files are already highly compressed.
During the backup process screen will show the progress as well as an estimate of time remaining. For a full 12G backup this time will likely be several hours.
If the Backup Failed
OAISYS Tracer System Administration Manual Overview · 94 If the backup process failed completely you will likely want to repeat the backup process, possibly using another tape. If the backup process didn’t complete because all the files in the Media Folder will not fit on the backup tape, you may want to use Backup Assistant to Redistribute the files that were not backed up over to another Media folder so that they will be added to the next backup tape.
If the Backup Completed Successfully
Now a known-good copy of these recordings files exists on the tape. If you want to make a redundant copy of the tape for other purposes (such as for an off-site storage location) repeat the above backup process.
Otherwise you show now switch to OAISYS Backup Assistant and Purge the files from this Media folder. However, in the Backup Assistant make sure the folder status shows as ReadyForPurge before purging the folder.
Labeling the Backup Tape
Use the Media Folder name as the label for the backup tape. This will make it very simple to find the appropriate tape when you desire to bring a recording back On-line using the Restore operation.
Restoring Recordings to a Media Folder
You can also use this Backup program to copy recording files from the tape back into the corresponding Media folder on the Tracer PC. To accomplish this, load the desired tape in the tape drive and then, on the Restore tab, select the tape drive, media name, folder, and then file or files to be restored.
OAISYS Tracer System Administration Manual Overview · 95 Press the Start Restore button to copy the files back to their Original Location, which should be the original media folder from which they were copied. If that Media Folder has been deleted for some reason, then you should create a folder with that name (the name should be the same as the label on the tape) before attempting to restore the file(s).
Once the restore process has completed, on the View Folders screen on OAISYS Backup Assistant, the target media folder will change to the RestoreInProgress state.
OAISYS Tracer System Administration Manual Overview · 96 Appendix E: CD Writer Software Programs
CD Backup – Roxio Easy CD Creator 5
Running the program Double click on the icon from the desktop and select make a data CD/dataCD project
OR From the Windows Start menu, you can start this program using Programs >> Roxio Easy CD Creator 5, and then Applications/Easy CD Creator.
OAISYS Tracer System Administration Manual Overview · 97 Copying Recordings from a Media Folder to CD a) In the Select source file browse to the BackupStaging folder; (for a Standard Tracer machine this will be in the D: drive, for an Advanced Tracer machine this will be the E: drive). b) Select the media folder to be backed up (remember only one folder per CD). Refer to Folders view on OAISYS Backup Assistant to find the Media Folder name that is in the “ReadyForBackup” state.
c) Click the Add arrow, which moves the folder to the lower window, then hit the red Record button.
OAISYS Tracer System Administration Manual Overview · 98 d) Ensure your CD drive is in the Select CD-R drive window and then press Start Recording.
e) You will get a status screen as it is writing to the CD.
OAISYS Tracer System Administration Manual Overview · 99 f) When it completes you will get a finished screen indicating the CD has been written to click OK. Exit Roxio without saving the project.
Labeling the Backup CD
Use the Media Folder name as the label for the backup CD. This will make it very simple to find the appropriate CD when you desire to bring a recording back On-line using the Restore operation.
Purging the media folder.
Switch back to Backup Assistant application to purge the media folder. Since the CD writer program does not mark the archive flag on the files it copies, the media folder will still be in the ReadyForBackup state. This is okay. Simply right- click on the media folder and select the Purge Files menu option.
Important Note: Be very careful to make sure you are selecting the correct media folder because purging a folder will permanently delete those recording files from the Tracer PC.
OAISYS Tracer System Administration Manual Overview · 100 Restoring Recordings from CD to a Media Folder When you want to restore one or more recordings you first need to locate the CD, which contains the desired recordings, and place the CD in the CD drive. You can then simply use the Windows Explorer program to find the appropriate recording files on the CD and then copy them to the target media folder. The media folder name should be on the CD so simply highlight the desired files from that folder and drag/copy the files to the media folder with the same name on in the BackupStaging root folder.
Once the restore process has completed, on the View Folders screen on OAISYS Backup Assistant, the target media folder will change to the RestoreInProgress state.
OAISYS Tracer System Administration Manual Overview · 101 Appendix F: DVD Writer Software Programs
DVD Backup -- Roxio Easy CD Creator 5
Running the program Double click on the icon from the desktop and select make a data CD/dataDVD project
OR From the Windows Start menu, you can start this program using Programs >> Roxio Easy CD Creator 5, and then Applications/Easy CD Creator.
OAISYS Tracer System Administration Manual Overview · 102 Copying Recordings from a Media Folder to DVD a) In the Select source file browse to the BackupStaging folder; (for a Standard Tracer machine this will be in the D: drive, for an Advanced Tracer machine this will be the E: drive). b) Select the media folder to be backed up (remember only one folder per DVD). Refer to Folders view on BACKUP ASSISTANT to find the Media Folder name that is in the “ReadyForBackup” state.
c) Click the Add arrow, which moves the folder to the lower window, then hit the red Record button.
OAISYS Tracer System Administration Manual Overview · 103 d) Ensure your DVD drive is in the Select DVD drive window and then press Start Recording.
e) You will get a status screen as it is writing to the DVD.
OAISYS Tracer System Administration Manual Overview · 104 f) When it completes you will get a finished screen indicating the CD has been written to click OK. Exit Roxio without saving the project.
Labeling the Backup DVD Use the Media Folder name as the label for the backup DVD. This will make it very simple to find the appropriate DVD when you desire to bring a recording back On-line using the Restore operation.
Purging the media folder. Switch back to Backup Assistant application to purge the media folder. Since the DVD writer program does not mark the archive flag on the files it copies, the media folder will still be in the ReadyForBackup state. This is okay. Simply right-click on the media folder and select the Purge Files menu option.
Important Note: Be very careful to make sure you are selecting the correct media folder because purging a folder will permanently delete those recording files from the Tracer PC.
Restoring Recordings from DVD to a Media Folder When you want to restore one or more recordings you first need to locate the DVD, which contains the desired recordings, and place the DVD in the DVD drive. You can then simply use the Windows Explorer program to find the
OAISYS Tracer System Administration Manual Overview · 105 appropriate recording files on the DVD and then copy them to the target media folder. The media folder name should be on the DVD so simply highlight the desired files from that folder and drag/copy the files to the media folder with the same name on in the BackupStaging root folder.
Once the restore process has completed, on the View Folders screen on OAISYS Backup Assistant, the target media folder will change to the RestoreInProgress state.
OAISYS Tracer System Administration Manual Overview · 106 Appendix G: Voice Board Reference Information
AI-Logix (Music Telecom) PCI Analog Board Driver File List: license.txt mt2000.inf - Windows Driver Information MTDspCpl.cpl - Windows Control Panel applet extensions mtpci.out - Firmware binary file that is downloaded to board on load mtpci.sys - The driver file nvdspdll.dll - Driver Library
Go into the Control Panel applet called Music Telecom.
OAISYS Tracer System Administration Manual Overview · 107 Double click the icon to display the following:
Click on the Properties button. The following screen will appear:
Verify the driver version under the System tab.
OAISYS Tracer System Administration Manual Overview · 108 Click on the Board tab to display the following:
Verify the channels.
The information under the remaining tabs should be defaults and should not be changed. Click on OK to save any changes and exit.
AI-Logix (Music Telecom) Digital T1/PRI Boards This information applies both to the Dual- and Single-Port T1/PRI board.
Driver File List: SmartWorks2k.inf - Windows Driver Information smartcontrol.cpl - Windows Control Panel applet extensions ntidrv.sys - The driver file ntidrv.dll - Driver Library
Changing Board Configuration
On the Digital T1/PRI boards there are a number of configuration settings that must be set to match each port of the board to the trunk to which it is connected. This includes setting the:
OAISYS Tracer System Administration Manual Overview · 109 Protocol Type: T1 or PRI Trunk Framing: ESF or SF(D4) Line Coding: B8ZS or AMI
Presently these changes are accomplished by changing the board configuration in the AI-Logix Control panel using the following main steps:
Main Steps: Step 1: Shutdown the VAT (Voice Assistant Tracer) Step 2: Use the AI-Logix "SmartControl" panel to make the board configuration changes -- see details below. Step 3: Reboot the PC. Step 4: Restart the VAT
Smart Control Panel
Run AI-Logix (Music Telecom) "SmartControl" panel from the main control panel: ("Start", "Settings", "Control Panel", "SmartControl")
Selecting each Board
This SmartControl panel should be used to setup each digital (T1/PRI) board in the Tracer system.
Select the Board Number ("0" to 'x') to be configured. TDM Encoding: should be "u-Law" in US T1E1 Option: should be "T1" in the US (even if connected to a PRI trunk) Do the steps shown below ("Port Hardware Settings") for each board.
OAISYS Tracer System Administration Manual Overview · 110 OAISYS Tracer System Administration Manual Overview · 111 Port Hardware Settings (Digital Network tab)
These settings must be setup correctly for each port on each digital board in the Tracer system. A "Dual T1" board will have two ports and a "Single T1" board has only one port. On a "Dual T1" board, Trunk 0 is the upper connector on the board and Trunk 1 is the lower connector. Protocol Settings -- For a PRI trunk select "ISDN" ; for a T1 trunk select "NONE" Trunk Framing -- select either "ESF" or "SF(D4") to match the settings of the trunk to which the port is connected. Line Coding -- select either "B8ZS" or "AMI" to match the settings of the trunk to which the port is connected. Press the "Apply" button if any changes are
.
OAISYS Tracer System Administration Manual Overview · 112 Appendix H: Adding Microsoft Licenses
Microsoft Win 2000 Server Clients On Tracer systems equipped with Windows 2000 Server, the number of client licenses can be increased but it does require purchase of additional Microsoft licenses. To access Server licensing – Control Panel Licensing.
Our sample is from a server that was in Per Seat Mode (each client must provide its own CAL.) If you have a server running in Per Server mode, the grayed Number of concurrent connections: would show the current number of licenses. Click Add Licenses to increase the number.
Enter the number of licenses you wish to add according to what you have purchased.
OAISYS Tracer System Administration Manual Overview · 113 Microsoft SQL Server Clients On Tracer systems equipped with the full version of Microsoft SQL Server, the number of client licenses can be increased but it does require purchase of additional Microsoft licenses. To change SQL Server 2000 licensing through Control Panel SQL Server 2000 Licensing Setup.
You can only change the license type during installation. The systems are configured in Per Seat mode (not the same as Win2K Server’s Per Seat mode…)
To increase the number of connections, enter the total connection limit in the Devices box. Click Continue to accept the change.
OAISYS Tracer System Administration Manual Overview · 114 OAISYS Tracer System Administration Manual Overview · 115 OAISYS Tracer System Administration Manual Appendix H: Adding Microsoft Licenses · 116