FREQUENTLY ASKED QUESTIONS ShoreTel Call Recorder FAQ ShoreTel Advanced Applications

Transcription

1 FREQUENTLY ASKED QUESTIONS ShoreTel Call Recorder FAQ ShoreTel Advanced Applications Q: Does ShoreTel Call Recorder record conference calls? A: It depends. With the appropriate recording profile, ShoreTel Call Recorder will record normal two party and three party conference calls if at least one of the participants is external. However, it cannot record any 4 party or more than 4 party conference calls regardless of whether any of the participants is external. Q: Does ShoreTel Call Recorder record calls on VPN phones? A: Yes. With the appropriate recording profile, ShoreTel Call Recorder will record external calls on VPN phones. Basically, VPN phones behave the same as do office desk phones once connected to the internal network over VPN. It makes no difference to ShoreTel Call Recorder if it s a VPN or office desk phone. Q: Does ShoreTel Call Recorder record mobility calls? A: Yes. With the appropriate recording profile, ShoreTel Call Recorder will record external calls on mobility extensions. The mobility extension appears to TAPI as a regular TAPI line, and hence works normally with Call Recorder Application, except some minor discrepancies for mobile extensions set up as simul ring. Discrepancies for mobile extensions as simul ring extensions: 1. UserExtension will be based on the internal extension number instead of the external extension number, e.g., if a mobile device 2705 is set up as a forwarded extension to 2846, the simul ring extension, then all recording files on 2705 will be saved with UserExtension of 2846 in folder and file names. And since simul ring extension has no mailbox, saving by user s extension will fail. The workaround is to save 2705 recordings to a specified mailbox extension other than the simul ring extension, 2705 mailbox will be appropriate in this example. 2. If Call Recorder Client program, a desktop client program, is to be launched and used on a machine configured for 2705, then the Communicator should be configured to 2705 while the TSP configured to 2846 as in the example. Q: Does ShoreTel Call Recorder record the whole conversation including when an inbound caller is routed to voic ? A: Yes, with the appropriate Record Profile and the Persistent Recording setting enabled, all targeted calls will be recorded from cradle to grave through call transfers into contiguous recording files. ShoreTel Call Recorder FAQ Copyright 2013 ShoreTel Inc. Page 1 of 15

2 Q: How do I log into the Call Recorder Player webpage in AD environment? I got validation failed invalid login when I tried to log in with my AD credentials. A: To log in to Call Recorder Player in the AD environment, please ensure the following: AD Authentication password has to be at least 4 characters long AD synchronization is disabled Users are able to view and listen to recordings is enabled Set Call Recorder Player password to the same as the AD password Log in to the Call Recorder Player If AD synchronization is needed, log out of Call Recorder Player and enable the AD synchronization Re log in to Call Recorder Player should still work as the AD re synch does not clear the ShoreTel login credentials ShoreTel Advanced Applications is working to improve the Player login process for both ShoreTel system based login and the AD based login. When a resolution is available, this FAQ entry will be updated accordingly. Q: Does Call Recorder require a Domain account? A: It depends. If you are installing ShoreTel Call Recorder on multiple servers along with the Call Recorder Player then it is recommended that a Domain Account be set up with administrator access to all of the record servers and the record player to configure the system. While it may be possible to configure workgroup accounts, doing so is very complex and not something we or ShoreTel TAC are equipped to assist with. If you are not installing the player or are only installing the record server and player to one machine then you can use the default predefined Local System account for the recorder server and the same account for the player to impersonate. Q: Can I specify a workgroup or hunt group extension to be recorded or I need to select the individual members of them? A: Yes, you need to specify all the user extensions in the Workgroups or hunt groups individually or in Extension Range(s) and then specify which Workgroups or Hunt groups to record calls from. You can configure a Recording Profile to ONLY record those WG or HG calls and/or make a separate copy of the recordings of those WG or HG calls. Q: Does the ShoreTel Call Recorder work on SIP trunks? A: It depends. ShoreTel Call Recorder is subject to the same limitations as the built in, Communicatorbased call recording feature. Currently, it is our understanding that the Communicator cannot record calls on SIP trunks and therefore neither can ShoreTel Call Recorder. In ST13, ShoreTel SIP starts supporting call recording if the SIP trunks meet certain configuration criteria. So in ST13, if Communicator supports recording the calls on certain SIP trunks then so would the ShoreTel Call Recorder. For details on the required SIP configurations to support call recording feature in ST13, ShoreTel Call Recorder FAQ Copyright 2013 ShoreTel Inc. Page 2 of 15

3 please refer to ST13 System Administration Guide, General SIP Feature Consideration section. Q: Is the entire call recorded even when it is put on hold or connected to Auto Attendants? A: Yes, with an appropriate Recording Profile and the Persistent Recording setting enabled, the entire call can be recorded from cradle to grave even if it is put on hold or connected to Auto Attendants, except that the recording will automatically pause when the call is put on hold and resume after the call is retrieved from hold. Q: Does ShoreTel Call Recorder record video? A: No. ShoreTel Call Recorder records only audio. There is no video recording. For ShoreTel call recording solutions with both telephone recording and desktop screen recording, please refer to alternative call recording solutions from the ShoreTel Innovation Network at Q: Does ShoreTel Call Recorder have DVR/Retro active capability? A: Yes. ShoreTel Call Recorder provides this function via an optional Call Recorder desktop client that, if enabled, allows the user/agent to decide whether or not to save a recording at the end of a call. Q: How do I configure ShoreTel Call Recorder so the caller gets an announcement that the call may be recorded and so that if the caller does not agree, he or she can press a button and it s guaranteed that this call will not be recorded? A: First of all, you can set up the call recording announcement message with the ShoreTel Auto Attendant feature. Auto Attendant is a standard system feature that handles incoming calls with a configurable menu. Please refer to the ShoreTel System Administration Guide for details. Then, you can configure the Customer Stop Recording Key within the ShoreTel Call Recorder s Recording Profiles, and include the availability of the key in the announcement. This allows a DTMF digit, when pressed by an external party, to stop the current recording. Note that all prior audio that was recorded up to that point will be retained. To remove the recording, the user/agent can use the Call Recorder Client software to at the end of the call choose Not to Save the recording. This will guarantee that no recording is retained for the call. Furthermore, with the Persistent Recording setting enabled and an appropriate Recording Profile including the Auto Attendant extension, all external calls through the Auto Attendant can be recorded from cradle to grave till call disconnect. Q: How do I get both call legs in a transferred Hunt Group call recorded? A: There are two ways to get transferred calls recorded. You can either record the targeted calls persistently from cradle to grave with all call legs of the calls into contiguous recording files, or nonpersistently with each call leg of the calls in separate recording files. For persistent recording, enable Persistent Recording setting in the Recording Profile and include the first ShoreTel Call Recorder FAQ Copyright 2013 ShoreTel Inc. Page 3 of 15

4 extension the external calls terminate to in the Extension List. Then all external calls through that extension will be recorded end to end till call disconnect. For non persistent recording, disable Persistent Recording setting in the Recording Profile and list all the stations involved in the appropriate Recording Profile(s). Then, the Recording Profile s filter has to allow recording of non Hunt Group calls. This is because when a call is presented from a Hunt Group to its first Hunt Group agent, the call is marked as coming from the specific Hunt Group. But as the first agent transfers the call to, for example, the second agent, the Hunt Group marking and details of that specific Hunt Group is lost, so the call is now marked as coming from the first agent instead of from that specific Hung Group. Recording Profile filter that only looking for recording calls from that specific or any Hunt Group will filter out the second call leg of a transferred Hunt Group call. Q: Do I need to install and deploy the Call Recorder Web Player? A: It depends. If the primary goal of using ShoreTel Call Recorder is to create seldom accessed recording archives then you may not want to install the Player. The current ShoreTel Call Recorder saves recordings in the file system and the ShoreTel voic boxes. The web based Player provides not only the ability to listen to recordings via your PC or phone, but also provides search, download and delete capabilities for recording file management. Without the Player, the recordings could be played with Windows Media Player or other standard mechanisms. Q: Will ShoreTel Call Recorder record calls to an extension assigned mobile device? A: Yes. All external inbound calls to a mobile device extension assigned from a ShoreTel extension will be recorded normally. To record external outbound calls from the extension assigned mobile device, the calls have to be placed via ShoreTel Communicator. Q: Can Bridged Call Appearances (BCA) be recorded by ShoreTel Call Recording? A: Yes. BCA calls will be recorded, but note the following specific feature interaction with the Call Hold feature: Each time when a BCA call is put on hold and then retrieved from hold, an additional new recording will start to record the subsequent part of the conversation. Q: Does ShoreTel Call Recorder record screen capture? A: No. ShoreTel Call Recorder does not record screen capture. If you have interest in both telephone recording and desktop screen recording, please refer to alternative call recording solutions from the ShoreTel Innovation Network at Q: If a user attempts to exceed the number of simultaneous recording sessions, will the additional sessions not be recorded? Will this fact show in an error log? ShoreTel Call Recorder FAQ Copyright 2013 ShoreTel Inc. Page 4 of 15

5 A: Yes. ShoreTel Call Recorder records only the number of sessions licensed and logs the missed recordings due to no license in Windows Event Log, and its server s log file at the ERROR level. A sample log entry is as below where ST xxx and Call xxxxx would be different: ST 213: Call 54321: Unable to record call. 10 licenses available but currently recording 10 calls The application log files are at C:\Program Files (x86)\shoretel\shoretel Call Recorder\Logs, assuming that the default installation folder is used. Q: Can we add a customer record number, such as an account code, to the File Template options? A: It depends. If the account code or other related attribute is part of the DNIS ID or DNIS Name, or is set in a ShoreTel Call Property, then we can use that directly as part of the file name. So, the key point is how the call is associated with the account code or the attribute. Q: Can File Names include data from external sources such as databases? A: Yes. This requires two things: An application program that sets a ShoreTel Call Property with a value to be used as part of the file name, and a Record Server folder template that references the Call Property. Since the folder is only formed when the call disconnects, it can reference the values of Call Properties set before or while the call is connected to the end customer. For example, if you want recordings stored by the customer account number you would have two options: 1) Write a server application that examines the call details such as the DNIS and Caller ID, or provide IVR features to query the end customer to enter an account number, or perhaps a combination of both with a backend data dip. Once an account number is determined, the application can set an appropriately named Call Property with the value of the account number and forward the call to a user/agent to ultimately connect to the end customer where the Record Server will record the call. Or, 2) Write a client application that allows the user/agent, while talking to the end customer, to effectively set an account number Call Property on the call. With either the server or client application, the Record Server will use the account number Call Property to form the recording file storage path when the call disconnects. Note that you could even use both approaches together. The server application would attempt to get the account number and a client application could leverage that to show the account details when the call comes to a user/agent and also provide a way for the user/agent to ask for and enter the account number so the client application can set it to the Call Property. To develop the server and/or client applications that work with the ShoreTel phone system to do things like set Call Properties and provide call tracking, routing, and IVR functionality, you can either develop the applications using the ShoreTel SDK or you can discuss your custom development scenarios with ShoreTel Advanced Applications for a custom project. For information regarding the SDK please refer to the ShoreTel SDK at To discuss possible custom development with ShoreTel Advanced Applications please contact ShoreTel Advanced Applications at professionalservices@shoretel.com. Q: If my customer had 90 users but only 38 phone lines, should I be buying 38 x concurrent ShoreTel Call Recorder FAQ Copyright 2013 ShoreTel Inc. Page 5 of 15

6 recording licence for the maximum number of calls they could possibly record at any one time? Or should it be 90 as that s the number of users? A: Your customer would need only 38 licenses in this case. They can configure all external calls for all 90 users to be recorded, and then as long as no more than 38 external calls are active at one time, they will not miss any recordings. Q: What labor is recommended for deployment of ShoreTel Call Recorder for a single site system, and for a multiple site system on a per site basis? A: If you are new to this application you may want to plan on two hours for a single site. For multiple sites, assuming one record server per site, once you've installed the first server, you would need less than an hour for each additional site(s). Note that the software installation is straightforward; it s your deployment strategy and Recording Profile configurations that will require detailed planning and testing. Please refer to ShoreTel Call Recorder User Guide. Q: I am assuming this is licensed on a 1:1 ratio with trunks you wish to record so to record a site with a PRI, I need 24 licenses, correct? A: The application is licensed based on the expected number of simultaneous calls that a customer wants to record. So, having one license for every trunk will guarantee that the server will never miss recording a call due to a lack of licenses. Q: What kind of demand does ShoreTel Call Recorder put on the server, the network and the DSP? A: The general resources ShoreTel Call Recorder consumes include: Windows wave devices Each call being recorded uses a wave device. A Windows server can only have around 250 wave devices. Call Recorder shares these wave devices with core ShoreTel media features which use these devices for Workgroup queue messaging, Auto Attendant, voic , etc. Processing load Each call being recorded uses some CPU. Recording 250 streams will push the limit of ShoreTel servers depending on their CPU s, processors, and other system resources. WAN load Each call being recorded streams from the trunk to the Record Server recording the call. If the trunk and the server are connected via a WAN then this will impact WAN bandwidth. The impact can be minimized by deploying multiple Record Servers to distribute the load. Q: Regarding the "Customer Stop Recording Key" feature, is this a toggle key? A: No. This key stops the recording as soon as it s pressed. Recording cannot be restarted. Any recording up to the point where the Stop Recording Key is pressed is retained. Q: Can station to station calls be recorded if the filtering just assumes all inbound/outbound ShoreTel Call Recorder FAQ Copyright 2013 ShoreTel Inc. Page 6 of 15

7 calls with no other filtration? A: No. Only external calls are recorded. ShoreTel Call Recorder does not support recording of internal (station to station) calls. Q: Where can I get ShoreTel Call Recorder for trial or for a demo? A: You can find the ShoreTel Call Recorder demo video and trial software package at If for demo kits, ShoreTel Advanced Applications can also provide you with the full suite of Applications License Keys if you provide the HQ MAC addresses for these systems. See our newly updated catalog at: Q: What is the status of the ShoreTel Call Recorder Web Player? A: The ShoreTel Call Recorder Web Player was officially released in May, It is part of the ShoreTel Call Recorder software package. Q: I have a ShoreTel customer that needs call recording. How can I get it priced out quickly? A: Please find dedicated SKUs in QMS and the Quote Tool for this application (#18024 and #18025). The list price includes software only and assumes that partner and/or customer will install and configure. These SKUs must be included in the standard maintenance calculation. (They are handled just like system software in that respect.) Remote assistance by ShoreTel Advanced Applications can optionally be quoted separately using the ShoreTel Advanced Applications Custom Software SKU (#93080). This application is priced based on the number of simultaneous recording sessions across all Record Server instances. The software does not control the number of server instances installed. Rather, it tracks simultaneous recording sessions across all installed instances. However, each server is configured with the number of record sessions it can use and therefore you may need additional licenses to deal with the ebb and flow of the number of active calls handled by each server. In terms of simultaneous recording sessions, There is a base of 5 sessions in SKUs #18024, and 5 Add on sessions in SKUs #18025, e.g., for 20 simultaneous sessions/calls, use one SKU #18024 and 3 #18025 for add ons. Q: If this was an internal call between an analog phone and an IP phone would this still be ok? A: No. ShoreTel Call Recorder only records external phone calls across a trunk. It cannot record any internal (extension to extension) calls. Q: A customer wants to know if a call is transferred from one agent to another (both recording all calls automatically) will the recording continue as single recorded call? A: Yes, with Persistent Recording setting enabled in the appropriate Recording Profile with the transferring agent included, the recording will continue through call transfer(s) as a single recorded call. ShoreTel Call Recorder FAQ Copyright 2013 ShoreTel Inc. Page 7 of 15

8 However if Persistent Recording setting is not to be enabled, alternatively the call can be recorded with each call leg of the call results in potentially a separate recording assuming both stations that handle the call are part of active Recording Profiles and the record and save filters all result in the call being recorded. One thing to note is that the rules for file names depend on the file storage settings for the relevant Recording Profiles. If there is a name conflict in a specific storage location then additional file names are created with serial numbers as described in the documentation. Q: I have a partner that would like to use the ShoreTel Call Recorder on analog phones. Is this permitted? A: Yes. The underlying recording accomplished by ShoreTel Call Recorder is done on the trunk side, so it s regardless of the device at the call termination. Q: Is there a file size limit or a limit on how long they can record a call? A: No. The default recorder settings are to limit recordings to 60 minutes which can be increased as needed. There is effectively no upper limit on recording size. Q: Will calls be recorded for remote workers? A: Yes. All users external calls are recordable as long as they have a ShoreTel extension regardless of whether they are using Office Anywhere type extension assignments. The general rule is any call session that ShoreTel Communicator Record to a Mailbox feature cannot record then ShoreTel Call Recorder can t either. Q: Does the server in SBE (Small Business Edition) bundle support ShoreTel Call Recorder SKU? A: Yes, within the Shoretel server s capacity. Generally speaking, the Call Recorder depends upon two key system resources: Trunks and media channels. So as long as these are in sufficient supply (shared as they are with other services such as Voice Mail, Auto Attendant, etc.) then no problem in loading the Call Recorder Service on the SBE server, constraining the number of simultaneous sessions it supports as appropriate. Currently the SBE server supplied with the ShoreTel SBE bundle (up to 50 users) can support up to 10 media channels, and the SBE server (UC Server 20) supplied with the ShoreTel SBE bundle 100 (up to 100 users) can support up to 25 media channels. Please refer to ShoreTel Unified Communications Platform Hardware specifications at the links below for details: Q: Is ShoreTel Call Recorder recording achieved via TAPI.wav? A: Yes. Recording is TAPI/WAV based so only external calls can be recorded. ShoreTel Call Recorder FAQ Copyright 2013 ShoreTel Inc. Page 8 of 15

9 Q: If the record server is hosted on a DVS, does the DVS need to be in the same physical location where the trunks are terminated? A: No. The DVS does not need to be collocated with the trunks but WAN streaming considerations are important. Q: does the base package SKU#10824 include the Extension Only License for the Surrogate License? A: No. Surrogate extension is not included in ShoreTel Call Recorder package. This is the extension that we use to submit requests to record call and which has the associated record privilege. The extension requires a separate license as it is not part of the Call Recorder offering. Q: Can calls that come into Workgroups/Hunt Groups/Route Points/etc. still be recorded if they get transferred offsite (Trunk to Trunk Transfer) to an after hours answering service? A: No. Calls can only be recorded when they are connected to a ShoreTel system extension or user extension. A trunk to trunk call isn t connected to an extension so it cannot be recorded. Q: Where can I find call accounting software that is certified with ShoreTel? A: Please check the list of Alliance partners in the Innovation Network for the current list of validated solutions: in the Call Recording / Accounting category. Q: Is there a calculator for storage so we can recommend the proper sized drive? A: No. We don t have a calculator per se, but the following data can be used for your calculation: Recorded audio format is CCITT u Law KHz, 8 Bit, Mono one minute of audio is 470K One hour of audio is 28 Megabytes Thirty five hours of audio is one Gigabyte There is no compression built in this application. As long as sufficient capacity is configured to store recordings, then ShoreTel Call Recorder storage volume is infinite. Q: Is it possible to record a call from Cradle to Grave? A: Yes, with an appropriate Recording Profile and the Persistent Recording setting enabled, external calls can be recorded from cradle to grave into contiguous recording files. Persistent Recording records external calls end to end through call transfers and like non persistent recording, it can be initiated at any ShoreTel user or system extensions such as any IVR, Auto Attendant, or WorkGroup extension. Q: Are there any announcements built into the recorder? A: No. ShoreTel Call Recorder does not play any announcement. However, it can be configured to play a periodic beep when the call is being recorded. ShoreTel Call Recorder FAQ Copyright 2013 ShoreTel Inc. Page 9 of 15

10 If an announcement is needed before the recording, it can be configured with Auto Attendant feature in ShoreTel Core Software. Q: Is there any way a caller could stop the recording by dialing digits? A: Yes. ShoreTel Call Recorder has the Customer Stop Recording Key feature which can be configured to allow the external party on the call to dial a digit to request the recording be stopped. All recording up to that point is to be retained if no other configuration is set to discard it. Q: Any differences between ShoreTel Call Recorder and competitor products like Liquidware and OAISYS? A: Main advantages going for ShoreTel Call Recorder are: ShoreTel native (one stop for support, very tight integration) Competitive pricing Simplicity of ShoreTel offering Q: How does the ShoreTel Call Recorder interact with the built in ShoreTel record to voic feature? A: They work exclusively of each other, only one application can record for a specific call at any time. If a call is under ShoreTel Call Recorder recording, then the regular record to the mailbox feature does not apply. As long as ShoreTel Call Recorder is not recording any given call, the user is free to record the call using their normal methods. ShoreTel Call Recorder can place multiple copies of the recording in multiple file stores (both local and WAN accessible) but the recording would still have to be handled by one server. If the server were to go down then no recording would result. For more details on the interaction, please refer to ShoreTel Call Recorder User Guide, Interoperation with ad hoc user based (Communicator) Recording section. Q: Is it possible to store call recordings into Workgroup mailboxes? A: Yes. Two Recording Profiles will be needed, one to record the calls that come from WG1 and the other for calls from WG2. And the Voice Mail Storage Settings would need to be configured to store the recordings in the appropriate voice mailbox. If you also store recordings in the file system in addition to voice mailbox then you can store the recordings for each WG in its own folder including the forwarding group as the folder to store the recordings in. Q: Does the recorded file need to be located locally with the Call Recorder server? A: No. The recorder can store its recordings either locally on the ShoreTel server s hard drive or any network accessible file store. It can also store the files to a UNC (Uniform Naming Convention) location that could be accessed via the WAN involving potential streaming. ShoreTel Call Recorder FAQ Copyright 2013 ShoreTel Inc. Page 10 of 15

11 Q: I have garbled recordings and keep getting 1339s, how do I capture the log files to send to you? A: Please run ShoreTel Call Recorder Administration Utility software. At Server Settings tab, change Application Log Level to DEBUG and check Log low level CTI and Log Wave checkboxes. Restart the service. The logs are in the application s Logs folder, C:\Program Files (x86)\shoretel\shoretel Call Recorder\Logs, if default installation folder is used. Q: If I have a multisite ShoreTel solutions with a DVS at each location do I have to buy a copy for each server (I assume I do)? A: No. You don t have to buy a copy ShoreTel Call Recorder Service for each DVS. You are free to deploy multiple ShoreTel Call Recorder Services on multiple ShoreTel servers but are not required to. It solely depends on your deployment strategy to distribute media resource loading, and to minimize extra WAN streaming and overall ShoreTel system maintenance. Please refer to ShoreTel Call Recorder User Guide, Deployment Strategies section for details. Q: Can Encryption enabled calls on Shoretel system be recorded by ShoreTel Call Recorder and will that Call Recorder leg of the call still be encrypted? A: Yes. Encrypted calls can be recorded by ShoreTel Call Recorder using the same development specific command. Q: Is ShoreTel Call Recorder localized for any region other than US? Any localization on date and time format for EU region that dates are in DD/MM/YY format such that 3/4/11 is the 3rd of April? A: No. There is no localization in this application. If a date is used as part of a file name, ShoreTel Call Recorder sets the date in yyyy mm dd format. Slash is not allowed for file names. This format naturally sorts files correctly by date. Q: Can ShoreTel Call Recorder be configured to capture calls on just a subset of trunks? A: No. ShoreTel Call Recorder can record calls that terminate at a ShoreTel extension and are external, offered over a trunk. The fundamental aspect of recording is based on the station, not the trunk. We do not have a way to limit recording to only calls on certain trunks. Q: Can ShoreTel Call Recorder record just the WG and ECC calls and store the recorded files per workgroup or ECC? A: Yes. ShoreTel Call Recorder supports extremely flexible record filters including by Hunt Group, Workgroup or Contact Center Route Point. User can easily select the individual groups from a list instead of entering them and store the recorded files per Workgroup or ECC. Q: What would be involved to allow an existing Call Recording customer to add on 3 remote sites to their recording solution? ShoreTel Call Recorder FAQ Copyright 2013 ShoreTel Inc. Page 11 of 15

12 A: They can use their existing record server to record calls at all sites, or they can configure record servers at each site to handle recording calls at those sites. Some considerations for deploying multiple record servers include 1) Each ShoreTel server can handle no more than 250 active calls at any time; 2) Minimal increase on WAN streaming; 3) Each call leg can only be recorded by one and only one record server. So, initially you may want to try existing record servers running for all sites and look to deploy extra record servers appropriately. In general, it will be easier to manage fewer record servers if possible. Q: Is there an application that can record make me conference calls? A: No. ShoreTel Call Recorder can record regular conference calls, but not make me conference calls because those calls are connected to an internal extension instead of a trunk at the system level. However, any third party solution that leverages Port Mirroring technology should be able to record make me conference calls. For ShoreTel call recording solutions with this functionality, please refer to alternative call recording solutions from ShoreTel Innovation Network at ShoreTel has worked with companies like Telstra and CallCopy who support this functionality and maybe, OAISYS does as well. Q: Can I record individual trunks? A: No. You can only control which stations and possibly which calls on those stations to be recorded. While only trunk connected calls can be recorded there is no way to limit the recording to specific trunks. Q: Can ShoreTel Call Recorder record phone calls that are routed to agents based on NPA NXX by the ShoreTel Call Routing Application? A: Yes. ShoreTel Call Recorder works perfectly well with ShoreTel Call Router. You can set up recording rules based on calling party number because the external calling party number will be carried with the call when it is transferred to an extension by ShoreTel Call Router. Furthermore with Persistent Recording setting enabled in the appropriate Recording Profiles, the calls will be recorded from cradle to grave through call transfers into contiguous recoding files. Q: Can we administer ShoreTel Call Recorder from remote? A: Yes. ShoreTel Call Recorder can be remotely administered by ShoreTel Call Recorder Administration Utility from any PC connected to the server via the customer's LAN. You can install multiple copies of the utility as needed to allow administrators to configure the various record servers. Shoretel Call recorder Administration Utility requires no additional license. Q: Does ShoreTel call Recorder allow On Demand Recording which record calls at human request? A: There are couple features ShoreTel Call Recorder offers to respond to human request: 1) The feature for users to control, if enabled, the decision to Pause / Resume or Save / No Save the recordings. This ShoreTel Call Recorder FAQ Copyright 2013 ShoreTel Inc. Page 12 of 15

13 feature requires users who need this control to load ShoreTel Call Recorder Client (Windows only) software onto their machine. 2) The feature Customer Stop Recording Key in Recording Profile allows external party to request the recording be stopped. This is via a DTMF digit, if pressed, results in the current recording stopping. Note that any recording up to the point where the Stop Recording Key is pressed will be retained if no other configuration setting to discard it. Q: Can we change the prompt Your call is being forwarded to a ShoreTel voice mail system for customer branding? A: No. But we can remove (but not replacing) the ShoreTel branding via a built in mechanism. Due to the embedded nature of the system prompts software design, we are unable to swap prompts or in most cases to modify prompt at all. Q: Can I get a quick overview and feature list for ShoreTel Call Recorder application? A: Yes, you can see a one page overview of ShoreTel Call Recorder application in ShoreTel Applications Catalog at Below is the full overview with feature list: Overview The ShoreTel Call Recorder Application is composed of the Call Recorder Service, the Call Recorder Administration Utility, the Call Recorder Client, and the Call recorder Web Player. The ShoreTel Call Recorder Service is a Microsoft Windows service and is also referred to in this document as a Record Server. Record Server instances run on one or more ShoreTel headquarters (HQ) and/or application (DVS) servers and, through the configuration of Recording Profiles via Call Recorder Administration Utility, can automatically record calls and then place copies of the resulting recordings in potentially multiple file system and/or voice mailbox locations. The Call Recorder Administration Utility is a separate administrative program which can be installed on the same server as the Record Server or on any workstation which can access the Record Server(s) via a local area network. This program allows the configuration of one or more Record Servers even where some of those servers are remote from the PC where the administrative program is running. The settings that can be configured include those which control the overall operation of a given Record Server and the Recording Profiles within each Record Server, and the enablement of the Recorder Client operation and Call recorder Web Player access control. The ShoreTel Recorder Client is a small Windows application which runs from the user's tray. If enabled by Call Recorder Administration, allows users/agents to control when to Pause / Resume the recording in order to exclude sensitive information from the recording, and if the call recordings are to be saved when the call disconnects. The ShoreTel Call Recorder Web Player provides web based file management and playback functions. It allows users/agents, if enabled by Call Recorder Administration, to login and locate, listen to, download and delete the recording files. The player plays back recordings on user/agent s computer via the ShoreTel Call Recorder FAQ Copyright 2013 ShoreTel Inc. Page 13 of 15

14 embedded Apple QuickTime media player or phone. The use of the player is optional. Customers can use Windows Media Player for playback if the playback function is seldom needed. For default, simple service setup, a single Call Recorder service can be installed on a Shoretel server as the Local System with Local System account access to handle all call recordings in the system. However, in order to both distribute media resource loading and decrease WAN streaming load imposed by having all calls recorded on a single ShoreTel voice mail server, multiple copies of the Call Recorder service can be installed. Record Servers are typically distributed one per DVS and one on the Headquarters server such that each can manage recordings within its own site. Each Record Server uses a dedicated ShoreTel route point configured for its use. While a call is being recorded, data will stream from the trunk used to connect a caller to this route point which will be hosted on the same machine where the Record Server is running. To minimize WAN traffic, the route point extension should be located at the same site as the trunks being recorded. Features The ShoreTel Call Recorder supports many powerful and flexible features including: The ability to record a single call for multiple purposes and then o save the recording to multiple file system locations and/or o inject the recording into multiple ShoreTel voice mail boxes. Easy configuration via a rich client to create and modify Recording Profiles that determine which calls are recorded and when. Recording Profiles include a list of system (Auto Attendant, Workgroup, Hunt group, Route Points, Voice Mail and other system extension types) or user extensions to be considered for recording. Persistent Recording records calls end to end through call transfers Which calls are actually selected for recording is based on the Recording Profile's record filter. A record filter can base the decision on one or more of the following: The connected ID (the caller or called number) A specific ShoreTel Call Property set to a specific value or to any value For inbound calls, the DNIS ID associated with the call For inbound calls, the group extension that transferred the call to the station Of the calls selected to be recorded, the Recording Profiles supports a percentage of calls to record setting which allows a subset of calls to actually be recorded. Recording Profile supports Client Settings to enable or disable clients real time control of Save/No Save and Pause / Resume of the recordings while the calls are being recorded. The Pause / Resume function prevents the sensitive information from getting recorded. The Save / No Save function determines if the recordings are to be saved or discarded at the end of the calls. Recording Profile supports a save filter which is consulted when a recording completes. If enabled then the recording is saved or discarded at the end of the call based on the value of a ShoreTel Call Property being set to a specific value. A Recording Profile can save a recording into a specific folder and file name in the file system, with or without the use of the Recording Profile s name in the file structure. Various pieces of information associated with the call can be used to construct the folder and file name, essentially allowing for a classification/cataloguing system to be set up in advance (thus facilitating later identification and retrieval of recordings.) The Record Server can also optionally save recordings to one or more designated ShoreTel voice ShoreTel Call Recorder FAQ Copyright 2013 ShoreTel Inc. Page 14 of 15

15 mail boxes. Various pieces of information associated with the call can be used to construct the "From" and "Subject" texts for voice mails. No matter how many Recording Profiles result in the recording of a call, a given Record Server only makes one actual recording of a call. All decisions of where and when to copy or insert the recording into voice mailbox(es) is performed when the recording completes. ShoreTel Call Recorder supports call recordings of Account Code calls. ShoreTel Call Recorder FAQ Copyright 2013 ShoreTel Inc. Page 15 of 15