Abstract. TPP: Date: April I n n o v a t i o n N e t w o r k A p p N o t e

Transcription

1 I n n o v a t i o n N e t w o r k A p p N o t e TPP: Date: April 2014 Product: ShoreTel dvsanalytics, Inc. System version: ShoreTel 14.2 Abstract dvsanalytics Encore Workforce Optimization Suite incorporates call recording, screen recording, quality monitoring, automated coaching, calibration, automated surveys, reporting and analytics in a unified solution, designed to provide organizations with a 360º view of the customer experience. Table of Contents Overview... 2 Features and Benefits... 2 Features... 2 Benefits... 4 dvsanalytics Overview and Contact... 4 dvsanalytics Product Information... 5 Encore Architecture Overview... 6 Trunk-side TDM recording... 6 Trunk-side SIP Recording... 6 Subscription-based TAPI Audio Stream recording... 7 Station-side RTP Packet Capture recording... 8 Requirements, Certification and Limitations... 9 Version Support Certification Testing Results Summary Configuration Overview Supported data capture Supported recording features ShoreTel Configuration Step 1: Verify license Step 2: Configure ShoreTel Remote App Server Step 3: Configure user groups Step 4: Configure route point Step 5: Configure record warning tone Encore Configuration Step 1: Install ShoreTel Remote Application Server 38 Step 2: Configure SoftPhone Components Step 3: Import ShoreTel columns Encore Troubleshooting dvsanalytics Technical Support Document and Software Copyrights Trademarks Disclaimer Company Information ShoreTel tests and validates the interoperability of the Member's solution with ShoreTel's published software interfaces. ShoreTel does not test, nor vouch for the Member's development and/or quality assurance process, nor the overall feature functionality of the Member's solution(s). ShoreTel does not test the Member's solution under load or assess the scalability of the Member's solution. It is the responsibility of the Member to ensure their solution is current with ShoreTel's published interfaces. The ShoreTel Technical Support organization will provide Customers with support of ShoreTel's published software interfaces. This does not imply any support for the Member's solution directly. Customers or reseller partners will need to work directly with the Member to obtain support for their solution. 1

2 Overview This document provides an overview of the Encore product suite and how the integration between the ShoreTel and Encore products provides customers with enhanced call recording and quality monitoring benefits. It also provides detailed instructions on how to configure the ShoreTel system to work with the Encore system. Features and Benefits Features Call and Screen Recording The Encore Suite offers 100% or selective Call and Screen Recording that is scalable from 24 to 6,000+ seats and is built to seamlessly integrate with your ShoreTel communication platform. With Encore you can easily locate the information you need using the built-in search functionality to create dynamic playlists. Encore offers many powerful features, a few of which are: PCI and HIPAA compliant recording Desktop and third-party application integration Multiple-monitor screen recording Related Call tracking Telephonic Signature Mobile Applications, including Live monitor Quality Management Encore s Quality Management tools are designed to assist supervisors with proficiently evaluating and coaching agents for improvement. With Encore, users can easily build and modify evaluations to assess agent performance. As evaluators review recordings, Encore's ecoaching application automatically queues assignments to send to an agent when a question's score is at or below the predetermined "acceptable" threshold. The evaluators may add or remove assignments before sending them to an agent. An elearning link is associated with each ecoaching assignment, such as a video or knowledgebase article, that helps the agent improve a certain skill. Supervisors are then able to track all assignments sent to agents and view their current status, and can generate one of the Encore Quality Management reports to view in-depth feedback on an agent s performance. The Encore system not only provides the ability for managers to evaluate their agents performance but also provides agents the tools to evaluate their own performance allowing them to provide valuable input into the quality management process. Post Contact Survey With Encore s Post Contact Survey you can automatically surveys to customers at the conclusion of a conversation, exchange or chat session. As customers complete the surveys, the results are linked to recordings associated with that particular engagement. When conducting internal evaluations of recordings and assigning elearning training, evaluators are able to consider the customers feedback, thereby attaining a complete 360 view of the interaction. Adding the voice of the customer to the quality management process offers tremendous value to businesses. 2

3 Speech Analytics Designed to help businesses dig deep into their recorded conversations and spot important, actionable information, Encore s Speech Analytics application allows them to: Target the recordings to be evaluated Audit the accuracy of their agents adherence to regulatory compliance procedures Identify client satisfaction trends (i.e. cancelled orders) by analyzing recordings for specific terms Gather product or process improvement suggestions from customer calls Encore s Speech Analytics can process and mine through thousands of hours of customer interactions quickly, providing you with the data you need to make critical business decisions. This phonetics-based method scans recordings to identify a defined string of phonemes, the smallest units of sound that constitute a language. Encore speech analysis even allows you to search for industry jargon, acronyms, product names and new words without having to update a dictionary. With Encore, there is no need to learn a different software application to search or listen to recordings based on speech analytics criteria. Instead, Encore incorporates the speech analytics criteria into its standard dynamic playlists allowing users to search recordings for speech analytics terms and play those recordings directly in Encore. Desktop Analytics Acquire valuable information by capturing data from desktop and third-party applications and adding it to recorded interactions using Encore s Desktop Analytics feature. Embedding customer information, patient number, support ticket number and more from desktop applications (e.g. CRM, ERP or HIMS) directly into the recordings gives you the ability to search for recordings based on this incremental data to help pinpoint exact interactions. By adding this intelligence to recorded interactions, for example, you can easily evaluate all closed won or closed lost deals, or all escalated calls to better understand your customers and improve your product or service offering. Workforce Management Encore s Workforce Management software, Encore Community, offers a unique, innovative feature set to help balance the service level expectations of your customers and control the costs of staffing your contact center. The software is designed to automate forecasting and scheduling of your contact center staff while tracking the employee adherence to the established schedule. With its personalized user experience and custom portals, Encore Community enables your team to interact and collaborate while executing your unique workforce management strategy. It delivers comprehensive enterprise workforce management features like: Five forecasting methods Single and multi-skilled forecasting with efficiency gradient Skill-based intra-day reforecasting Advanced agent adherence reporting and one-click adherence reconciliation Color-coded, fully-interactive schedule bidding Two-way mobile messaging or communications for scheduling updates Reports Encore provides call statistics, performance tracking, evaluator productivity, ecoaching results and much more in its complete report package. Several reports also provide links that, when clicked, offer more detailed data, helping you drill-down to view critical information. All Encore reports can be generated on a schedule weekly, monthly, quarterly or more. Encore offers you the option of scheduling reports to be automatically generated with data you need, and delivered to you via or saved to an online file sharing location. Encore provides a standard library of reports designed to help you improve the performance of your contact center. You may also design customized reports using Microsoft SQL Server Reporting Services. Encore reports may easily be converted to other formats including PDF, Excel or Word. 3

4 Benefits Optimized ShoreTel Integrations Encore s computer telephony integration (CTI) is optimized to seamlessly handle multiple sites and capture additional CTI fields, such as call direction, call type and unique call IDs for linking and reviewing related calls. Encore s optimized ShoreTel integration removes traditional worries associated with retrieving 100% of recordings. And the additional fields help end users more easily locate which recordings to review for streamlined quality improvement. Improve Productivity and the Customer Experience Encore s Workforce Optimization Suite delivers all the tools required for contact centers to meet service levels while containing costs, provides a 360º view of customer interactions, and improves the customer experience with continuous process improvement. These benefits are delivered through Encore s comprehensive workforce management software for optimizing staff schedules, and recording and quality management software for process improvement. Mitigate Risks and Maintain Compliance Encore helps you mitigate risk and protect your organization. Recording customer interactions and transactions allows your quality assurance team to review and confirm orders, as well as resolve any misunderstandings or disputes. Recording all inbound calls and tracking frequency and other call statistics also provides you with the foundation to identify potential fraud and prevent malicious incidents. Encore s encryption, scrubbing, epause and telephonic signature features also help your contact center comply with industry regulations, such as PCI, HIPAA and Dodd-Frank. dvsanalytics is committed to continuing to deliver new applications to help protect your organization and reduce the cost of regulatory compliance. Best Return on Investment Encore has been recognized as having a very high return on investment (ROI). With its comprehensive licensing model, customers receive more applications out-of-the box with Encore. For example, an investment in basic workforce management licensing provides not only the ability to generate agent schedules, but also to view real-time adherence and make changes on-the-fly. Also, an investment in Encore recording provides not only call recording, but also screen recording and quality management with ecoaching. And with either application, there is no need to worry about additional licenses for supervisors, administrators, quality staff or schedulers. Unlimited permissions-based login credentials accompany basic licenses. dvsanalytics Overview and Contact dvsanalytics is a leading provider of workforce optimization software that enables organizations to improve their contact center performance while enhancing the customer experience. The company s Encore TM Suite includes comprehensive applications for recording, 360 quality management, workforce management, and analytics. Encore is particularly known for its automated coaching, integrations with industry-leading communication platforms, and its rapid return on investment. dvsanalytics has been successfully delivering these solutions to enterprises, across all industries, for over 30 years. From its innovative solutions to exceptional support, customers and resellers find that doing business with dvsanalytics is a pleasant and profitable experience. Technical Support: support@dvsanalytics.com General sales questions contact your reseller or contact dvsanalytics directly at: sales@dvsanalytics.com 4

5 Resellers who want to start selling this solution should contact: All international sales are handled through local resellers. Contact for a list of resellers in your area. dvsanalytics Product Information The Encore system can be configured with as few ports as 12 and as many as needed. A basic 24-port VoIP recording system begins at approximately $14,000. The basic system includes quality monitoring, scorecards, call recording, screen recording, ecoaching, calibration tools and encryption. For specific part numbers needed for a customer s system, contact a dvsanalytics Sales Engineer at

6 Encore Architecture Overview This section provides an architecture overview of each audio collection method. For simplicity sake, the diagrams only display a single Encore server but there can be multiple Encore servers depending on the number of stations to be recorded. Trunk-side TDM recording The Trunk-side TDM method uses a passive tap on the telephony trunks that connect the ShoreTel system to the PSTN. The trunks can be T1, E1 or Analog. This passive tap is connected to the recording boards in the Encore server. The audio is collected via the passive tap. The ShoreTel Remote Application Server is installed on the Encore server. Based on events received from the TAPI interface, the Encore server collects the audio on the recording boards and the data associated with the call from the TAPI messages. Trunk-side SIP Recording While we can currently record SIP trunk-based calls via the station-side methods, recording calls at the SIP trunk will be supported in the next Encore release. 6

7 Subscription-based TAPI Audio Stream recording The Subscription-based TAPI Audio Stream method uses the TAPI audio streaming feature to receive the audio directly from the ShoreTel system via the network. The ShoreTel Remote Application Server is installed on the Encore server. Based on events received from the TAPI interface, the Encore server issues a request to the ShoreTel system to send the audio to the route point configured specifically for the Encore system. Encore collects data associated with the call from the TAPI messages. 7

8 Station-side RTP Packet Capture recording The Station-side RTP Packet Capture method uses a span port to collect the RTP audio packets directly from the network segment that includes the VoIP traffic. The ShoreTel Remote Application Server is installed on the Encore server. Based on events received from the TAPI interface, the Encore server collects the RTP packets for a specific IP address and converts the RTP data to an audio recording file. Encore collects data associated with the call from the TAPI messages. 8

9 Requirements, Certification and Limitations System Software Requirements ShoreTel system Trunk-side TDM o ShoreTel Release 11.0 or later Subscription-based TAPI Audio Stream o ShoreTel Release o ShoreTel Release 13.1 Build or higher o ShoreTel Release 13.2 or Higher o The ShoreTel system on a release less than Release 13 cannot use SIP trunks for PSTN connectivity when using this audio collection method Station-side RTP Packet Capture o ShoreTel Release 11.0 or later A TAPI Application Server license for use exclusively by the Encore system ShoreTel Remote Application Server installation setup files must be available for installation on the Encore server Encore system Trunk-side TDM, Subscription-based TAPI Audio Stream, or Station-side RTP Packet Capture o Windows Server 2003 supported for ShoreTel releases through 12.3; not supported for Release 13 and higher o Windows Server 2008 R2 is supported for Release ; it is required for Release 13 and higher o CTGate.exe or later o CTShoreTelTAPI.dll or later The ShoreTel Remote Application Server software must be installed on the Encore server When the ShoreTel PBX is upgraded in the future, be sure to upgrade the ShoreTel Remote Application Server installed on the Encore server. If you need assistance with this, contact your dvsanalytics Reseller or dvsanalytics Technical Support. If this software is not upgraded, a status of Software Mismatch or Error Initializing TMS may show on the Quick Look window of the ShoreWare Director. 9

10 System Hardware Requirements ShoreTel system Trunk-side TDM o No special hardware is required Subscription-based TAPI Audio Stream o SIP trunk-based calls require SIP Media Proxy (hairpinning) resources on the SG switches (only available on ½ width switches) Station-side RTP Packet Capture o Span port on network to route all RTP traffic to Encore server All recording methods o Encore supports all existing ShoreTel phones, including the ShoreTel 400 series Encore system No special hardware is required Version Support ShoreTel Release 10.2 Encore x

11 Certification Testing Results Summary Notes: Testing done for Port Mirroring and TAPI WAVE. Where applicable it is noted in the Notes column. /Fail is for both scenarios unless noted. Comments about the /Fail status, if any, are noted as <PM> for Port Mirroring and <TAPI> for TAPI WAVE. If no delineation, the comments are for both scenarios. Table 1: Sample Test Cases Test Case Description Notes / Observations /Comments /Fail Ad Hoc Recording internal calls 1.1 Outbound Internal Call. Call an extension from x1. Use client to initiate recording. Hang up after speaking a few more moments. Verify the call is properly recorded and retrievable on the server. 1.2 Inbound Internal Call. 1.3 Hold. Call x1 from an extension. Use client to initiate recording. Hang up after speaking a few more moments. Verify the call is properly recorded and retrievable on the server. Call x1 from an extension. Use client to initiate recording. Put the call on hold. Resume the call and speak further. Verify the two calls (pre-hold and post-hold) are properly recorded and retrievable on the server. Port Mirroring Only Called X114 from X111. Used Encore Start/Stop Client to initialize recording. Called X114 from X111. Used Encore Start/Stop Client to initialize recording. Called X114 from X111. Used Encore Start/Stop Client to initialize recording. Place call on hold. Retrieve call. 11

12 1.4 Blind Transfer. Call x1 from an extension. Use client to initiate recording. Blind transfer the call to a second extension. Verify both calls are properly recorded and retrievable on the server. 1.5 Consultative Transfer. Call x1 from an extension. Use client to initiate recording. Make a consultative transfer to a second extension. Verify both calls are properly recorded and retrievable on the server. Called X114 from X111. Used Encore Start/Stop Client to initialize recording. Performed Blind transfer to transfer X111 to X113. Called X114 from X111. Used Encore Start/Stop Client to initialize recording. Performed consultative transfer to transfer X111 to X113. Ad-Hoc Recording external calls 1.6 Outbound External Call. Call an external line from x1. Use client to initiate recording. Hang up after speaking a few more moments. Verify the call is properly recorded and retrievable on the server. 1.7 Inbound External Call. Call x1 from an external line. Use client to initiate recording. Hang up after speaking a few more moments. Verify the call is properly recorded and retrievable on the server. Port Mirroring & TAPI Wave Called External number from X111. Used Encore Start/Stop Client to Initialize recording. Called X111 from External number. Used Encore Start/Stop Client to Initialize recording. 12

13 1.8 Hold. Call x1 from an external line. Use client to initiate recording. Put the call on hold. Resume the call and speak further. Verify the two calls (pre-hold and post-hold) are properly recorded and retrievable on the server. 1.9 Blind Transfer. Call x1 from an external line. Use client to initiate recording. Blind transfer the call to a second extension. Verify both calls are properly recorded and retrievable on the server Consultative Transfer. Call x1 from an external line. Use client to initiate recording. Make a consultative transfer to a second extension. Verify both calls are properly recorded and retrievable on the server Conference Call. Call x1 from an external line. Use client to initiate recording. Conference in second caller. Verify the call is properly recorded and retrievable on the server. Called X111 from External number. Used Encore Start/Stop Client to Initialize recording. Placed call on Hold. Retrieve call from hold. Called X111 from External number. Used Encore Start/Stop Client to Initialize recording. Blind transfer external call from X111 to X113. Called X111 from External number. Used Encore Start/Stop Client to Initialize recording. Perform consultative transfer to transfer external call from X111 to X113. Called X111 from External number. Used Encore Start/Stop Client to Initialize recording. Conference in X113. Notes: <TAPI> N/A for internal call portion of call. Note: <TAPI> When two internal parties are on the same call only one recording takes place. 13

14 Make Me Conference Call Call x111 from external line. Verify call is recorded and retrievable. <PM> <TAPI> N/A Trigger Based recording Internal Calls 1.12 Outbound Internal Call. Call an extension from x1. Verify the call is properly recorded and retrievable on the server Inbound Internal Call. Call x1 from an extension Hold. Verify the call is properly recorded and retrievable on the server. Call x1 from an extension. Put the call on hold. Resume the call and speak further. Verify the two calls (pre-hold and post-hold) are properly recorded and retrievable on the server Blind Transfer. Call x1 from an extension. Blind transfer the call to a second extension. Verify both calls are properly recorded and retrievable on the server. Port Mirroring only Called X114 from X111. Call X111 from X114. Call X111 from X114. Place call on hold. Retrieve call. Call X111 from X114. Blind transfer to X

15 1.16 Consultative Transfer. Call x1 from an extension. Make a consultative transfer to a second extension. Verify both calls are properly recorded and retrievable on the server. Call X111 from X114. Perform Consultative transfer to X113. Triggered Recording external calls 1.17 Outbound External Call. Call an external line from x1. Verify the call is properly recorded and retrievable on the server Inbound External Call. Call x1 from an external line Hold. Verify the call is properly recorded and retrievable on the server. Call x1 from an external line. Put the call on hold. Resume the call and speak further. Verify the two calls (pre-hold and post-hold) are properly recorded and retrievable on the server. Port Mirroring & TAPI WAVE Call External line from X111. Call X111 from External line. Call X111 from External line. Place call on Hold. Retrieve call.. 15

16 1.20 Blind Transfer. Call x1 from an external line. Blind transfer the call to a second extension. Verify both calls are properly recorded and retrievable on the server Consultative Transfer. Call x1 from an external line. Make a consultative transfer to a second extension. Verify both calls are properly recorded and retrievable on the server Conference Call. Call x1 from an external line. Conference in second caller. Verify the call is properly recorded and retrievable on the server Make Me Conference Calls Call x1 from an external line. Conference in second caller. Conference in a third caller. Verify the call is properly recorded and retrievable on the server. Call X111 from External line. Blind transfer external call to X113. Call X111 from External line. Perform consultative transfer of external call to X113. Call X111 from External line. Conference in X113. Note: <TAPI> When two internal parties are on the same call only one recording takes place. Make Me Conference cannot be recorded Trigger-based Recording External Inbound Calls Configure extension x1 to automatically record incoming calls from specific Caller IDs. Port Mirroring & TAPI WAVE 16

17 1.23 Inbound Call from Specific DNIS Call x1 from an external line that is on the Caller ID list set for x1. Verify the call is properly recorded and retrievable on the server. Configure extension x2 to automatically record outbound calls to specific phone numbers Outbound Call to Specific Phone Number Call an external line from x1 that is on the outbound dialed list set for x1. Verify the call is properly recorded and retrievable on the server. Not supported Silent Monitoring Internal Calls 1.25 Inbound Internal Call Silent Monitor Call x1 from an internal extension. Answer the call at the extension and speak for a few moments. Use the client to initiate monitoring. Verify the call is properly monitored on the server Outbound Internal Call Silent Monitor Call an internal extension from x1. Use the client to initiate monitoring. Verify the call is properly monitored on the server Inbound External Call Silent Monitor Call x1 from an external line. Answer the call at the extension and speak for a few moments. Use the client to initiate monitoring. Verify the call is properly monitored on the server. <PM> <TAPI> Not supported <PM> <TAPI> Not supported 17

18 1.28 Outbound External Call Silent Monitor Call an external line from x1. Use the client to initiate monitoring. Verify the call is properly monitored on the server. External Extension Assignment Call Recording Inbound / Outbound 1.29 Inbound Call Configure extension x1 to utilize external Extension Assignment. Place an external inbound call to the x1. Verify that the ShoreTel system immediately places an outbound call to the configured external number. Answer the calls and verify audio in both directions. Verify that the call was properly recorded. Place an internal inbound call to x1. Verify that the ShoreTel system immediately places an outbound call to the configured external number. Answer the call and verify audio in both directions. Verify that the call was properly recorded. Port Mirroring & TAPI WAVE <PM> Not Supported <TAPI> 18

19 1.30 Outbound Call Configure extension x1 to utilize external Extension Assignment. Using Personal Call Manager place a call to an external phone number. Verify that the ShoreTel system places a call to the configured EA phone number, upon answering it, verify that another outbound call is placed to the desired phone number. Answer the calls and verify audio in both directions. Verify that the call was properly recorded. Using Personal Call Manager place a call to an internal extension. Verify that the ShoreTel system places a call to the configured EA phone number. Answer the calls and verify audio in both directions Call Hold Verify that the call was properly recorded. Configure extension x1 to utilize external Extension Assignment. Place an inbound call to the x1. Verify that the ShoreTel system immediately places an outbound call to the configured external number. Answer the calls and verify audio in both directions. Using Personal Call Manager place the call on hold. Resume the call and verify audio in both directions. Verify that the call was properly recorded. <PM> Not Supported <TAPI> <PM> Not Supported <TAPI> 19

20 1.32 Conference Configure extension x1 to utilize external Extension Assignment. Place an external inbound call to the x1. Verify that the ShoreTel system immediately places an outbound call to the configured external number. Answer the call and verify audio in both directions. Using Personal Call Manager, initiate a conference to another external phone number. Verify audio with all parties involved. Verify that the call was properly recorded. <PM> Not Supported <TAPI> 1.33 Make Me Conference Configure extension x1 to utilize external Extension Assignment. Place an external inbound call to the x1. Verify that the ShoreTel system immediately places an outbound call to the configured external number. Answer the call and verify audio in both directions. Using Personal Call Manager, initiate a conference to another external phone number. Verify audio with all parties involved. Using Personal Call Manager, initiate another conference to another external phone number, this will be the 3rd party (4th leg). Verify that the call was properly recorded. Make Me Conference cannot be recorded Find Me Inbound Call Recording Port Mirroring & TAPI WAVE 20

21 1.34 Inbound Call to Voice Mail and trigger Find Me Configure extension x1 with an external Find Me destination. Place an external inbound call to the x1. Don t answer the call and let it roll over to the user s mailbox. When the ShoreTel voice mail system answers the call, press 1 to invoke Find Me. When the external Find Me destination rings, answer the call and accept the call by pressing 1. Verify audio in both directions. Verify that the call was properly recorded. Not Supported 1.35 Inbound Call to ECC Agent Make an inbound external call to the ECC; make sure you have an available ECC agent to take the call. ECC Agent answers the call, verify audio in both directions. From another ShoreTel extension, perform the Barge In feature and make sure that all parties can hear audio. Verify that the call was properly recorded Outbound Call from ECC Agent Make an external outbound call from a logged in (and available) ECC agent. Answer the external call and verify audio in both directions. From another ShoreTel extension, perform the Barge In feature and make sure that all parties can hear audio. Verify that the call was properly recorded. <PM> <TAPI> Note: When two internal parties are on the same call only one recording takes place. <PM> <TAPI> Note: When two internal parties are on the same call only one recording takes place. 21

22 1.37 Conference Make an inbound external call to the ECC; make sure you have an available ECC agent to take the call. ECC Agent answers the call, verify audio in both directions. From another ShoreTel extension, perform the Barge In feature and make sure that all parties can hear audio. From the ECC agent extension, conference in another internal party, verify that the conference is completed successfully and the Barge In call is disconnected. Verify that the call was properly recorded. The Barge In eventually creates a four party conference which causes a Make Me Conference. Make Me Conference cannot be recorded Whisper Page Inbound / Outbound Call Recording 1.38 Inbound Call to ECC Agent Make an inbound external call to the ECC; make sure you have an available ECC agent to take the call. ECC Agent answers the call, verify audio in both directions. From another ShoreTel extension, perform the Whisper Page feature and make sure that only the internal ShoreTel ECC agent can hear the other extension and the external party doesn t hear the audio of the Whisper Page initiator. Verify that the call was properly recorded Outbound Call from ECC Agent Make an external outbound call from a logged in (and available) ECC agent. Answer the external call and verify audio in both directions. From another ShoreTel extension, perform the Whisper Page feature and make sure that only the internal ShoreTel ECC agent can hear the other extension and the external party doesn t hear the audio of the Whisper Page initiator. Verify that the call was properly recorded. Port Mirroring & TAPI WAVE Media Encryption Inbound / Outbound Call Recording Port Mirroring & TAPI WAVE 22

23 1.40 Inbound Call Configure the ShoreTel system for Media Encryption (SRTP 128 bit AES). Place an inbound external call to extension x1. Answer the call and verify audio in both directions. Verify that using Port Mirroring you don t have a valid recording and using TAPI WAVE it was properly recorded Outbound Call Configure the ShoreTel system for Media Encryption (SRTP 128 bit AES). Place an outbound external call from extension x1 to a phone number. Answer the call and verify audio in both directions. Verify that using Port Mirroring you don t have a valid recording and using TAPI WAVE it was properly recorded. <PM> Not supported <TAPI> <PM> Not supported <TAPI> 1.42 Call Hold Configure the ShoreTel system for Media Encryption (SRTP 128 bit AES). Place an inbound external call to extension x1. Answer the call and verify audio in both directions. Place the call on hold, then resume and verify audio in both directions. Verify that using Port Mirroring you don t have a valid recording and using TAPI WAVE it was properly recorded. <PM> Not supported <TAPI> 23

24 1.43 Conference Configure the ShoreTel system for Media Encryption (SRTP 128 bit AES). Place an outbound external call from extension x1 to a phone number. Answer the call and verify audio in both directions. Conference in an external party and verify audio in all directions, to all parties. Verify that using Port Mirroring you don t have a valid recording and using TAPI WAVE it was properly recorded Make Me Conference Configure the ShoreTel system for Media Encryption (SRTP 128 bit AES). Place an outbound external call from extension x1 to a phone number. Answer the call and verify audio in both directions. Conference in an external party and verify audio in all directions, to all parties. Conference in another external party and verify audio for all parties involved. Verify that using Port Mirroring you don t have a valid recording and using TAPI WAVE it was properly recorded. <PM> Not supported <TAPI> Make Me Conference cannot be recorded Multiple Calls Inbound / Outbound Call Recording Port Mirroring & TAPI WAVE 24

25 1.45 Multiple Inbound Calls Place an inbound internal call to extension x1. Answer the call and verify audio in both directions. From another extension place another internal call to extension x1. From extension x1, place the original call on-hold and answer the second call. Verify that you have audio in both directions. Hang up the second call and resume the original call, verify audio in both directions, then hang up the call. Verify that the calls were recorded using Port Mirroring successfully. Place and inbound external call to extension x1. Answer the call and verify audio in both directions. Place a second inbound external call to extension x1. From extension x1, place the original call on-hold and answer the second call. Verify that you have audio in both directions. Hang up the second call and resume the original call, verify audio in both directions, then hang up the call. Verify that the calls were successfully recorded using both Port Mirroring and TAPI WAVE. 25

26 1.46 Multiple Outbound Calls Place an outbound external call from extension x1. Answer the call and verify audio in both directions. From another external PSTN phone, place an external inbound call to extension x1. From extension x1, place the original call on-hold and answer the second call. Verify that you have audio in both directions. Hang up the second call and resume the original call, verify audio in both directions, then hang up the call. Verify that the calls were successfully recorded using both Port Mirroring and TAPI WAVE. Place an outbound internal call from extension x1, to another ShoreTel extension. Answer the call and verify audio in both directions. Place the original call on-hold, and place a second outbound internal call to another ShoreTel extension. Verify that you have audio in both directions. Hang up the second call and resume the original call, verify audio in both directions, then hang up the call. Verify that the calls were recorded using Port Mirroring successfully. Codec Inbound / Outbound Port Mirroring & TAPI WAVE 1.47 Inbound / Outbound G.711 Calls 1.48 Inbound / Outbound G.729 Calls 1.49 Inbound / Outbound G.722 Calls Not Supported 1.50 Inbound / Outbound Linear Calls <PM> Not supported <TAPI> 26

27 Account Codes Outbound Calls Port Mirroring & TAPI WAVE 1.51 Outbound Call Triggered-based Recording - External Calls using T1 trunk side 1.52 Outbound External Call Call an external line from x1. Verify the call is properly recorded and retrievable on the server Inbound External Call Call x1 from an external line Call Hold Verify the call is properly recorded and retrievable on the server. Call x1 from an external line. Put the call on hold. Resume the call and speak further. Verify the two calls (pre-hold and post-hold) are properly recorded and retrievable on the server Blind Transfer Call x1 from an external line. Blind transfer the call to a second extension. Verify both calls are properly recorded and retrievable on the server. 27

28 1.56 Consultative (Attended) Transfer Call x1 from an external line. Make a consultative transfer to a second extension. Verify both calls are properly recorded and retrievable on the server Conference Calls Call x1 from an external line. Conference in second caller. Verify the call is properly recorded and retrievable on the server. 28

29 Configuration Overview The Encore system integrates with the ShoreTel system via the ShoreTel Remote Application Server (also known as ShoreTel TAPI Application Server ). This integration allows the Encore system to successfully perform the following functions: Audio Collection - Capture the audio that needs to be recorded. Recording Control - Receive the necessary events that signal when the Encore must start and stop recording. Data Capture - Receive data associated with the call. Supported data capture The following is a list of the supported data elements that can be collected with each recording. Not every element is applicable for each call. For example, if the call being recorded is an internal call, the Trunk Number field is blank. ANI Call Direction Call ID* Call Type Consultation Call Dialed Number DNIS Extension Hunt Group Name Hunt Group Number Other Call ID* Other Party Name Other Party Number Recorded Party Name *These fields include the Call GUID depending on the type of call, such as consultation, transferred, etc. Supported recording features Recorded Party Number Third Call ID* Trunk User Name Work Group Name Work Group Number Use the following matrix to determine which audio collection method is best for your business needs. For example, if you need to record internal calls, you must use Station-side RTP Packet Capture. If you find that more than one collection method will work for you, talk to your Encore representative about which method is more cost-effective. Audio Collection Method Recording Feature Trunk-side TDM Subscription-based TAPI Audio Stream # (Active Interface) Station-side RTP Packet Capture (ive Interface) Max. Recording Ports per Server^ Record External Calls YES YES YES Record Internal Calls YES* Record Encrypted Calls YES YES Warning Tone Injection YES (analog only) YES Related Call Lookup YES YES Full-Time Recording YES YES YES Scheduled Recording YES YES YES ShoreTel Office Anywhere YES YES 29

30 Audio Collection Method Recording Feature Trunk-side TDM Subscription-based TAPI Audio Stream # (Active Interface) Station-side RTP Packet Capture (ive Interface) Dynamic IP Capture YES ^Small Business Servers are limited to 72 ports. # Due to a limitation with the ShoreTel PBX, if two or more recorded phones are in a conference call with an external party and using this audio collection method, only one of the phones will be recorded. *This method cannot be combined with the Subscription-based TAPI Audio Stream method to record internal calls. If the customer needs to record internal calls, only install the Station-side RTP Packet Capture method. 30

31 ShoreTel Configuration The steps to configure the ShoreTel system and the screen shots of the ShoreWare Director are based on ShoreTel Your screens may be different. It is assumed that the reader has a working knowledge of ShoreWare Director and only needs specific configuration assistance. Steps 1 and 2 must be performed regardless of the audio collection method. The remaining steps must be completed only if using the Subscription-based TAPI Audio Stream method. Step 1: Verify license Verify you have a ShoreWare TAPI Application Server license available for the Encore system. You can check this by selecting Administration System Parameters Licenses Requirements. If you do not have an available license, contact your ShoreTel representative to purchase a license. 31

32 Step 2: Configure ShoreTel Remote App Server The TAPI Application Server can be created and configured before the Encore installation but it cannot be tested until the Encore server is installed. To create and configure an Application Server, select Administration Application Servers HQ / DVS. Modify the following fields: Name Enter the name of the Application Server. It should be descriptive so it is clear that it is the Application Server for the Encore system. Host IP Address Enter the IP address you designated for the Encore server. Maximum Trunks for Voice Mail Notification Set this to 1, since voice mail is not used on this Application Server. Allow Voice Mailboxes Remove the check from this option since voice mail is not used on this Application Server. The remaining fields do not need to be modified. Step 3: Configure user groups TAPI Audio Stream is enabled on the users groups and not the individual users. You can enable it on all users groups or only the groups associated with the individual users you wish to record. To determine which groups need to be configured, select Administration Users Individual Users. Determine which users need to be recorded and 32

33 make note of the User Group(s) associated with those users. Don t worry if a group has both users to record and users that should not be recorded. The Encore system will be configured with the specific extensions to record. Once you have decided which groups should have audio streaming enabled, select Administration User Groups and click one of the groups that need to be configured. Click the Go to this Class of Service link associated with the COS Telephony. 33

34 Check the Allow Recording of Own Calls option. Select this option for each user group that needs recording enabled. 34

35 Step 4: Configure route point A minimum of one route point per 200 concurrent recordings needs to be created to allow the ShoreTel system to send the TAPI audio stream to the Encore system. The route point cannot be used by any other application. To create/edit a route point select Administration Call Control Route Points. Modify the following fields: Name Enter a descriptive name for the route point so it is clear the route point is being used by the Encore system. Extension Enter the extension number assigned to the route point. If you already have a route point defined, use the next available extension after that one. If no route points are defined, try to use an extension that will not be confused with other real extensions. Route Point Server Select the Application Server you created for the Encore server in Step 2. Call Stack Depth This field specifies the number of calls that can be streamed through this route point. It should be set to the maximum which is 200. Make sure all other options are unchecked and do not change the default values in the other fields. If your business model often requires agents to put customers on hold and make another external phone call, it may be necessary for you to set up an additional route point, up to a maximum of three, because any external call that originates or terminates to a recorded phone counts against the 200 maximum calls that can be streamed through the route point. If you think you may often reach or surpass the 200 maximum, then it may be beneficial to set up an additional route point. For example, if a customer is consistently recording 250 concurrent calls, then only 35

36 two route points would be needed. If, while those 250 concurrent recordings are taking place, 175 agents have their original call on hold and have placed an additional external outbound call, then three route points would need to be configured so that the 425 total external calls in progress have a slot available on the route points. If you are using the ShoreTel 400 series phones, select Administration Call Control Options Media Encryption and set it to None. 36

37 Step 5: Configure record warning tone To enable the ShoreTel system to deliver a record warning tone, select Administration Call Control Options. Make sure the Enable Monitor / Record Warning Tone is selected. With this option enabled, the Encore system can control which calls actually receive the warning tone. The configuration selections are: outbound, inbound, or both. The ShoreTel system is now prepared for the Encore installation. 37

38 Encore Configuration The following steps must be complete to configure the Encore system. These steps can only be performed by a dvsanalytics technician or by a certified dvsanalytics partner. Step 1: Install ShoreTel Remote Application Server Verify the Application Server has been created Before installing the application server on the Encore server, make sure the Application Server entry has been created on the ShoreTel Director server and that it has the IP address of this Encore server. You can access ShoreWare Director from the Encore server by entering this URL: HQ IP address>/shorewaredirector/login.asp Log into ShoreWare Director as user: admin and password: changeme (this password might have been changed, so verify this is the correct password or obtain the new one). Refer to the ShoreTel Integration Guide on where to check for the Application Server entry. Obtain the Remote Server Software If the customer has a ShoreTel release less than Release 12, the recommended way to install the software is to enter the following URL into IE: HQ IP address>/shorewaredirector/remoteinstall If the customer has ShoreTel Release 12 or higher, the Remote Server setup program must be obtained, either from the ShoreTel installation DVD or from the ShoreTel support site ( A ShoreTel Partner or Enterprise customer account is required to download the software from the support site. Install ShoreTel Remote Application Server on Encore server Verify that you are still logged in with a Windows administrator account. After you have obtained the appropriate Remote Server installation files, run Setup.exe to begin the installation. You may be prompted to install the Microsoft Visual C SP1 Redistributable Package (x86). If prompted, click Install to proceed. The Remote Server installation continues when the Microsoft Visual C++ install finishes. Click Next to accept all the defaults. When prompted to enter the Headquarter Server Name or IP address, enter the IP address of the Headquarter (HQ) server. Click Next and then Install to start the installation. At the end of the install click Finish. When given the option to reboot, click Yes. Some points to remember during the installation: ShoreTel documentation indicates that the server computer name should not be changed after installation. If it is changed, the ShoreTel Application Server must be installed again. The Headquarter Server s IP address is required during installation. If it is changed after installation, the ShoreTel Application Server must be installed again. 38

39 Verify ShoreTel Remote Installation Once the Encore server has rebooted and everything has launched successfully, verify the ShoreTel Remote TAPI Service Provider was successfully installed. To do this, click Start Control Panel and select the Phone and Modem option. You may be prompted for location information if this is the first time this control panel has been opened. Enter the customer s area code and click OK. Select the Advanced tab and verify the ShoreTel Remote TAPI Service Provider is in the list. Select it and click the Configure button. A window similar to the one to the right should open. This confirms the ShoreTel Remote Application Server has been successfully installed. If you see an error in the Provider Status window, the following are possible causes: The operating system prerequisites are not installed. The installation was completed while logged in as a non-administrator account. The application server entry in the ShoreWare Director has the wrong IP address for the Encore server. The data NIC on the Encore server is not the first NIC in the Connections list found under the Advanced Settings for Network Connections. If you get an error and you ve checked the items above, uninstall the ShoreTel Remote Application Server and re-install it. Future ShoreTel PBX Upgrades When the ShoreTel PBX is upgraded in the future, be sure to upgrade the ShoreTel Remote Application Server installed on the Encore server. If you need assistance with this, contact your dvsanalytics Reseller or dvsanalytics Technical Support. If this software is not upgraded, a status of Software Mismatch or Error Initializing TMS may show on the Quick Look window of the ShoreWare Director. 39

40 Step 2: Configure SoftPhone Components Only complete this step if installing the Subscription-based TAPI Audio Stream collection method. Install SoftPhone Components To install the components, insert the Encore installation media and run: AudioRecordingServers\SoftPhone\SetupSoftphoneAudioComponents.exe In the prompts that follow, select the ShoreTel Application Server Call Recording option. Configure SoftPhone Components To configure components, run: Programs Encore Recording Resources CenterPlus Server Configuration. Select the SoftPhone Recording Server tab and verify the Recording Server IP Port is Configure RecEngine.ini Open D:\EncData\Config\RecEngine.ini file. If no RecEngine.ini exists, copy RecEngine-softphone.ini from <program files>\wygant\encore\datadefault. In the [RecUnit1] section, verify the following parameters are set: PORT=1558 TYPE=SOFTPHONE NAME=SOFTPHONE Configure audio stream settings Open the SP_ShoreTel.ini file located in D:\EncData\Config\SoftPhone. Set the Beeps field, as appropriate for the site, to add a Recording Tone Injection. By default, the beep setting is on for both inbound and outbound calls. Enter up to three route point extensions created for the Encore system; this is detailed in the ShoreTel Integration Guide. Add Windows Firewall exceptions This section only applies to servers running Windows 2008 R2 with the Windows Firewall enabled. 1. Open the Windows Firewall with Advanced Security by clicking Start Administrative Tools Windows Firewall with Advanced Security. 2. Right-click Inbound Rules and select New Rule. 3. Select a Rule Type of Port. Click Next. 4. Select UDP and then select Specific Local Ports and enter 5004,5441. Click Next. 5. Select Allow the connection. Click Next. 6. Select the appropriate profile (Domain, Private, Public) that applies to the primary data NIC. If unsure of which profile to select, select them all. Click Next. 7. Give this rule the name ShoreTel TAPIWave Recording Media and Call Control. Step 3: Import ShoreTel columns To add the fields for ShoreTel, complete the steps below: 1. If ECM is not open, click Start Programs Encore Encore Encore Configuration Manager. Select the EDS and enter user name: Administrator and password: password, if prompted. The Columns tab is active. 40