System Setup Guide. Version 3. Revision E

Transcription

1 System Setup Guide Version 3 Revision E

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3 Table of Contents Product Overview INSTALLATION Before You Begin Common Sense Wiring Network Considerations Determining Your Digital Telephone Type Switches and Phone Set Types We Support Maximum T1/E1 Pika Tap Distance Maximum T1/E1 Parrot Tap Distance Determining Your Hardware Type Wiring Your Hardware User/Channel Form Verify DigiVoiceXE Block Connections Analog/Digital System Installation Integrating the DigiVoiceXE to Your Existing Wiring Pika T1/E1 Installation Parrot T1/E1 Installation Client Software Installation Windows Terminal Server Environment SETUP CONFIRMATION Setup Confirmation SDK Integrating with your software FEATURE HIGHLIGHTS Client Applications Overview: active.web Overview: active.console (including active.monitor) Overview: active.agent Slim CTI OTHER CONFIGURATION INFORMATION Establishing a Secure Sockets Layer (SSL) Determining your SMTP Server Changing the DigiVoiceXE Computer Name BACKUP PROCEDURE Performing Preventative Maintenance DIAGRAMS Wiring Diagrams

4 List of Figures Figure 1: Network Considerations Figure 2: Maximum T1/E1 Tap Distance Figure 3: Determine Hardware Configuration Figure 4: Determine Card and Channel Count Figure 5: Hardware Type/Wiring Diagram Reference Figure 6: Block Connections Figure 7: Punch Tool Figure 8: Incorrect Punch Tool Use Figure 9: Analog/Digital 2-Wire Installation Kit Figure 10: Additional Tools Needed Figure 11: Hook Up PC Peripherals Figure 12: Typical Phone Block Figure 13: Install DigiVoiceXE Terminating Block Figure 14: Terminating Block With Amphenol Cable Attached Figure 15: Connect Amphenol Cable to PC Figure 16: Connect Cable to PC Figure 17: Punch Down Existing Telephone Block Figure 18: Punch Down DigiVoiceXE Block Figure 19: Bridge Clips on DigiVoiceXE Block Figure 20: Bridge Clips on Existing Telephone Block Figure 21: Correct Punch Technique Figure 22: Pika T1/E1 Installation Kit Figure 23: T1/E1 Hardware Figure 24: Parrot T1/E1 Installation Kit Figure 25: Select Components Figure 26: Server Locations Figure 27: Event Viewer Application Log Figure 28: Server Properties Figure 29: Channels ON Figure 30: Channel Control Figure 31: Start/Stop Control Settings Figure 32: Functional active.console Figure 33: Internet Services Manager Figure 34: Server Certificate Figure 35: Add/Remove Windows Components Figure 36: Select IIS Figure 37: SMTP Service Figure 38: Administrative Tools Wiring Diagrams

5 Revision History Revision Date* Description A November 19, 2004 Added CTI/Loop Mix, new T1/E1 connection, other minor changes B April 5, 2005 Release version C June 8, 2005 Release version D June 21, 2005 Release version E July 29, 2005 Release version Rev C * Reflects the date document was changed, which may not coincide with software release date. 4

6 Product Overview Congratulations on your purchase of a DigiVoiceXE voice logging system! Features of DigiVoiceXE: capable of working within your network behind a firewall all components run as Windows services fully SQL compatible database with ODBC feature shipped with our software fully loaded* 2-wire analog interface via phone handset, analog trunk lines, or radios 2/4-wire digital station interface T1/E1 trunk interface digital and analog interfaces in the same box station side and trunk side recording options visual, audio, and pager alerts customizable compression settings allow audio channel hours per GB of storage approximately 9 video hours per GB of storage auto logout features remote diagnostics Windows 2000 backup with DVD or DAT Each system is shipped with the hardware installed, but complete installation instructions can also be found on the DigiVoiceXE Software Suite CD. For questions regarding telephony drivers, refer to the Telephony Driver Compatibility chart located in the Upgrade Guide document on the CD. This System Setup Guide provides complete instructions for installing your unit and includes a brief overview of its many powerful features. To install and begin using your new system, follow the instructions in the order given. If you have questions about the installation or operation of this product, you can reach a Davacord technician at between 8:00 a.m. and 5:00 p.m. CST. Thank you for allowing Davacord the opportunity to service your recording needs. *While the software is fully loaded on the recording server, you will find instructions in this document for installing the client applications on remote computers (if applicable). 5

7 INSTALLATION 6

8 Before You Begin... Follow these instructions in the order given to properly set up your DigiVoiceXE system. If you have questions about the installation or operation of this product, telephone a Davacord technician at between 8:00 A.M. and 5:00 P.M. CST. Before proceeding, refer to the System Requirements section on the DigiVoiceXE CD to verify what operating systems we support. Depending on your operating system, the images shown in this document may be slightly different from what you see. Your box (CPU) may also be different from the ones shown in this document. You must have the latest Microsoft updates and Internet Explorer Service Packs installed on your system before continuing. We also recommend that you monitor the Microsoft web site for updates that are appropriate for your system. IMPORTANT: Regular back up procedures enable you to quickly recover data after a power failure or other serious incident and allows you to permanently store data after your system reaches storage capacity. We strongly encourage you to evaluate your organization s backup and recovery needs to determine what tools and procedures to implement at your organization. After completing the steps in this guide and before placing your system in operation, read the section titled Backing up Data on page 61. Please note: For consistent and accurate results when changing the licensing on a DigiVoice system (3.0 and greater), you will need to restart the following: Worldwide Web Publishing Service, data service, all recording services. Pika, Windows, Microsoft, CyberTech and other products and manufacturers listed in this document are trademarks of the respective companies. 7

9 Common Sense Wiring Failure to follow these recommendations can cause unsatisfactory performance on your system (i.e., interference and/or static in line, dropped calls, etc.). Do NOT run telephone wiring next to power lines. We recommend at least 3 feet of separation between phone lines and power lines. Do NOT locate telephone and electrical receptacles (plug ins) at the same location on the wall. We recommend at least 3 feet of separation between the two. Do NOT coil a telephone line and lay it behind a monitor. Do NOT bundle power cords with amphenol cables or phone cables. Do NOT punch down when switch is on. Do NOT run phone lines over fluorescent lighting in ceiling. IMPORTANT: Place the recording server at least 6 feet away from your switch or other source of electromagnetic interference. Place your system server(s) in an environment that is free of dust, smoke, humidity, excessive vibration, magnets, and static electricity. Avoid temperature extremes and provide adequate ventilation. We recommend using a UPS (uninterrupted power supply) for your server(s). Never place covers and/or other objects on server cases. Failure to follow these recommendations may void your warranty! 8

10 Network Considerations When utilizing more than one recording server, we recommend a dedicated switch for communications between the DigiVoiceXE servers. Figure 1: Network Considerations IMPORTANT: Using Device Manager, select your Network Adapter and right-click to view Properties. On the Advanced tab, use the drop-down box to set the appropriate value. 9

11 Determining Your Digital Telephone Type When tapping a digital phone, turn to Switches and Phone Set Types We Support on the next page. Find find your phone type on the list. If you are unsure about your switch type, contact your telephone system vendor. If you do not see your system listed, contact Davacord Technical Support before continuing. Attempting to connect an unsupported phone type can cause permanent damage to your DigiVoiceXE system. NOTE: We only support NFAS when used with CTI and a Definity switch. We do NOT support VOIP phones. 10

12 IMPORTANT NOTE: The following table specifies switches and phone types we support and the maximum wiring distances for each type. If you are unsure about your switch type, contact your telephone system vendor. Do NOT proceed unless your phone system is on this list! Attempting to connect an unsupported phone type may cause permanent damage to your DigiVoiceXE system. Contact Davacord Technical Support if you don t see yours listed. Most switches support analog extensions as well. If any of these are to be tapped, these require analog boards that are different than digital station tap boards. For T1/E1 systems, refer to Maximum T1/E1 Pika Tap Distance on page 18 or Maximum T1/E1 Parrot Tap Distance on page 18, whichever is appropriate. Switches and Phone Set Types We Support PABX Type Set Type Maximum Distance: PBX to Digital Phone Maximum Distance: Tap to DigiVoice Card Alcatel 4200/4400/ OmniPCX 4003 (2 wire) 4011 (2 wire) 4012 (2 wire) 4023 (2 wire) 4034 (2 wire) 4004 Reflex first (2 wire) 4010 Reflex easy (2 wire) 4020 Reflex premium (2 wire) 4035 Reflex advanced (2 wire) 4059 PC Operator (2 wire) 600m 6m Ascom Ascotel 2020 Office 20 (2 wire) Office 30 (2 wire) Office 40 (2 wire) Office 25 (2 wire) Office 35 (2 wire) Office 45/45pro (2 wire) Office 130/130pro (2 wire) Crystal - use SO ETSI protocol (4 wire) 600m 20m Aspect CallCenter Teleset Model 3010 (2 wire) Teleset Model 3190 (2 wire) Teleset Model 3192 (2 wire) 150m 20m 11

13 PABX Type Set Type Maximum Distance: PBX to Digital Phone Maximum Distance: Tap to DigiVoice Card Bosch Integral TB13 (2 wire) TE13 (2 wire) TH13 (2 wire) TM13 (2 wire) TS13 (2 wire) TH93 (2 wire) TH93C (2 wire) T3 Classic (2 wire) T3 Comfort (2 wire) 600m 20m Ericsson MD110/ Business Phone Elu25/28 DBC199 (2 wire) DBC201/211 - Dialog 3201/3211 (2 wire) DBC202/212 - Dialog 3202/3212 (2 wire) DBC203/313 - Dialog 3203/3213 (2 wire) DBC210 - Dialog 3210 (2 wire) DBC214 - Dialog 3214 (2 wire) DBC220 (Dialog 4220 Lite) (2 wire)* DBC222 (Dialog 4222 Office) (2 wire)* DBC223 (Dialog 4223 Professional) (2 wire) * DBC224 (Dialog 4224 Operator) (2 wire)* DBC225 (Dialog 4225 Vision) (2 wire)* DBC601 - Dialog 2601 (2 wire) DBC631 - Dialog 2631 (2 wire) DBC661 - Dialog 2661 (2 wire) DBC662 - Dialog 2662 (2 wire) Operator Workstation - OWS (2 wire) Operator Console - OPI II (2 wire) Operator Console - OPE 3213 (2 wire) Trader Panel CTT10/CTT11 (2 wire) Trader Panel TIU (2 wire) Business Phone Sets (2 wire) * Only supported with protocol version Ericsson Elu25/28 V1.96 or higher 600m 20m Intertel Axxess 4400 series (2 wire) 4500 series (2 wire) 5500 series (2 wire) 8500 series (2 wire) 600m 20m ISDN2 ETSI, 1 TR6 ETSI (4 wire) 1 TR6 (4 wire) National ISDN1 (4-wire) INS-64 (4-wire) 500m 20m LG (Lucky Goldstar) Aria LKD-series (2 wire) 600m 20m 12

14 PABX Type Set Type Maximum Distance: PBX to Digital Phone Maximum Distance: Tap to DigiVoice Card Lucent, Avaya Definity (5ESS) 8510 ISDN (4 wire) 8520 ISDN (4 wire) 8528 ISDN (4 wire) 500m 20m Lucent, Avaya Definity G3 (2-wire) 24xx series (2 wire) 64xx series (2 wire) 6402D (2 wire) 6408D+ (2 wire) 6416D+ (2 wire) 6424D+ (2 wire) 84xx series (2 wire) 8403 (2 wire) 8410D (2 wire) 8434DX (2 wire) CallMaster III (2 wire) CallMaster IV (2 wire) CallMaster V (2 wire) CallMaster VI (2 wire) 302 Attendant Console (2 wire) 600m 20m Lucent, Avaya Definity G3 (4-wire) 74xx series (4 wire) 7401 Plus (4 wire) 7406 Plus (4 wire) 7410 Plus (4 wire) 84xx series (4 wire) 94xx series (4 wire) CallMaster I (4 wire) CallMaster II (4 wire) CallMaster III (4 wire) CallMaster IV (4 wire) CallMaster V (4 wire) 302 Attendant Console (4 wire) 500m 20m Lucent, Avaya Merlin Legend/Magix MLX (4-wire) MLX-10DP (4 wire) MLX-20L (4 wire) 500m 20m NEC Aspire P1WW-xx series (2 wire) IPIWW-xx series (2 wire) IP1NA-12TXH (2 wire) IP1NA-24TXH (2 wire) 600m 20m 13

15 PABX Type Set Type Maximum Distance: PBX to Digital Phone Maximum Distance: Tap to DigiVoice Card NEC NEAX2000 NEAX1000, 2400, Electra Elite, Electra Elite IPK Dterm8 - DTP 8 (2 wire) Dterm 8D - DTP 8D (2 wire) Dterm 16D - DTP 16D (2 wire) Dterm 32D - DTP 32D (2 wire) SN716 Desk Console (2 wire) DTP-xx, DTU-xx, ETJ-xx (2 wire) DTP-8-1 (2 wire) DTP-16-1 (2 wire) DTP-8D-1 (2 wire) DTP-16D-1 (2 wire) DTP-32D-1 (2 wire) DTP-32DE-1 (2 wire) DTU-8-1 (2 wire) DTU-16-1 (2 wire) DTU-32-1 (2 wire) DTU-8D-1 (2 wire) DTU-8D-2 (2 wire) DTU-16D-1 (2 wire) DTU-16D-2 (2 wire) DTU-32D-1 (2 wire) DTU-32D-2 (2 wire) ETJ-8-2 (2 wire) ETJ-16DC-1 (or 2) (2 wire) ETJ-16-2DD (2 wire) SN716 Desk Console (2 wire) 600m 20m Nitsuko DX2E DX2E (2 wire) DX2NA (2 wire) Please note: Nitsuko firmware defaults to lampstart. Disable lampstart and enable audio start. 600m 20m Nortel Matra MC401 (2 wire) MC520 (2 wire) MC405 (2 wire) MC420 (2 wire) MC620 (2 wire) MC640 (2 wire) 150m 20m 14

16 PABX Type Set Type Maximum Distance: PBX to Digital Phone Maximum Distance: Tap to DigiVoice Card Nortel Meridian M1 M Aries (2 wire) M Aries (2 wire) M Aries (2 wire) M Aries (2 wire)) M Aries (2 wire) M Aries (2 wire) M Aries (2 wire) M Orion (2 wire) M Orion (2 wire) M Orion (2 wire) M single extension only (2 wire) M Taurus (2 wire) M Taurus (2 wire) M Taurus (2 wire) M Taurus (2 wire) M Taurus (2 wire) 600m 20m Nortel Norstar M7310 (2 wire) M7324 (2 wire) M7208 (2 wire) M7100 (2 wire) M7316 (2 wire) M7410 (2 wire) T7100 (2 wire) T7208 (2 wire) T7316 (2 wire) 600m 20m Panasonic KX-TD KX-T 72xx (2 wire) KX-T 73xx (2 wire) KX-T 74xx (2 wire) KX-T 75xx (2 wire) 600m 20m Philips Sopho 2-wire d310/2 Ergoline mod 1 2-wire (2 wire) d320/2 Ergoline mod 2 2-wire (2 wire) d325/2 Ergoline mod 3 2-wire (2 wire) d330/2 Ergoline mod 3 2-wire (2 wire) d340/2 Ergoline mod 4 2-wire (2 wire) 600m 20m Philips Sopho 4-wire d622s (4 wire) d623s (4 wire) d624s (4 wire) d310/ergoline mod 1 4-wire (4 wire) d320/ergoline mod 2 4-wire (4 wire) d325/ergoline mod 3 4-wire (4 wire) d330/ergoline mod 3 4-wire (4 wire) d340/ergoline mod 4 4-wire (4 wire) Sopho Operator Phone B630 (4 wire) Sopho Console Model 60E (4 wire) 500m 20m 15

17 PABX Type Set Type Maximum Distance: PBX to Digital Phone Maximum Distance: Tap to DigiVoice Card Siemens Hicom/HiPath Optiset E entry (2 wire) Optiset E basic (2 wire) Optiset E standard (2 wire) Optiset E comfort/advance plus (2 wire) Optiset E conference (2 wire) Optiset E memory (2 wire) AC 3.0/4.0 (2 wire) ACWIN 3.0/4.0 (2 wire) optipoint 500 entry (2 wire) optipoint 500 basic (2 wire) optipoint 500 economy (2 wire) optipoint 500 standard (2 wire) optipoint 500 advance (2 wire) 600m 20m Tadicom/Tadiran Coral DKT-E-1110 (2 wire) DKT-E-2320 (2 wire) DKT-E-2321 (2 wire) DST-E (2 wire) DKT 1110 (2 wire) DKT 2320 (2 wire) DST (2 wire) DKT-E 2311 (2 wire) DKT-E 2322 (2 wire) FLEXSET 120 series FLEXSET 280 series 600m 20m Any PABX with UPO extensions Varix 840 (2 wire) OpenCom 1000 (2 wire) Avaya Merlin Magix MLX (2 wire Telrad IS (2-wire) 600m 20m Any PABX with SO/BRI extensions Realitis DX (4 wire) BRI ETSI (4 wire) BRI 1TR6 (4 wire) BRI Euro ISDN (4 wire) BRI 5ESS (4 wire) BRI National ISDN NI-1 (4 wire) BRI DMS-100 (4 wire) Avaya Merlin Magix (BRI) MLX (4 wire) Avaya Definity 75xx series (4 wire) Bosch Integral 4-wire sets (4 wire) Opencom 1000 (4 wire) Telrad IS (4 wire) Varix 840 (4 wire) 500m 20m 16

18 PABX Type Set Type Maximum Distance: PBX to Digital Phone Maximum Distance: Tap to DigiVoice Card Lucent, Avaya Index (SDX) INDeX DT1 (2 wire) INDeX DT3 (2 wire) INDeX DT4 (2 wire) INDeX DT5 (2 wire) INDeX DT6 (2 wire) INDeX 2010 (2 wire) INDeX 2030 (2 wire) INDeX 2050 (2 wire) INDeX 2060 (2 wire) INDeX 20CC (2 wire) 500m Serial tap Mitel SX200/SX1000 Superset 4001 (2 wire) Superset 4015 (2 wire) Superset 4025 (2 wire) Superset 4125 (2 wire) Superset 4150 (2 wire) 600m Serial tap NOTE: We only support NFAS when used with CTI and a Definity switch. We do NOT support VOIP phones. 17

19 Maximum T1/E1 Pika Tap Distance As noted below, the maximum distance we recommend when tapping a line is 30 meters (with Pika). Depending on conditions, your distance may vary. For T1 cards, there is a Line Build out option in Pika setup. Line Build out consists of a Short Haul and Long Haul range as shown in the diagram. The C.O. will determine if you need to adjust the Long Haul parameters (db s). If you are connecting to an external CSU, you may have to set the Short Haul parameter (feet), depending on the distance to the CSU. E1 does not have a Line Build out option in Pika Setup. The C.O. will ensure the signal you receive is a good signal. Figure 2: Maximum Pika T1/E1 Tap Distance Audio logging/tapping: when tapping a T1 or E1 line, the maximum distance you should be from the line is 30 meters, regardless of where in the line you have tapped in. Because the tap is like a stub off the line, a greater distance than 30 meters may cause problems to the original signal due to signal reflection. NOTE: We only support NFAS when used with CTI and a Definity switch. We do NOT support VOIP phones. Maximum T1/E1 Parrot Tap Distance You MUST use the one foot (1 ) amphenol cable that accompanies your shipment. It may not be replaced with a longer one. Otherwise, your system will not work. 18

20 Determining Your Hardware Type IMPORTANT NOTE: Unpack all items received, but do NOT attempt to connect system(s) to your telephone service until instructed to do so. This document contains instructions for single and multi-box configurations. If yours is a single box (tower) configuration, plug in the computer peripherals (mouse, keyboard, and monitor) and power up the system. If you received more than one box (tower), locate the one labeled Recording Server. Plug in the peripherals and power up that system. From your desktop, select Start->Programs->Davacord->License Manager. If you receive the below error while attempting to launch the License Manager, you must shut down the Recording Service before continuing. To do so, launch Start->Settings->Control Panel from your desktop. Double-click on Administrative Tools, then double-click Services. Scroll down the list until you find DigiVoice Recording Service. Right-click and select Stop. For those with Parrot configurations, place your cursor in an empty section on the task bar, right-click and select Task Manager. Select the Processes tab. Locate the DSC_Server.exe and wait for it to stop. 19

21 On the following line(s), write down the type(s) of hardware configuration selected in the upper left portion of the License Manager window. Your screen may look different than the one shown. Be sure to also note whether or not the Four Wire Switch or Pass Through Tap box are checked. Figure 3: Determine Hardware Configuration Type of Hardware Configuration Type of Hardware Configuration Four Wire Switch? Y / N Pass Through Tap? Y / N Write down the number of cards and channels from the Card and Channel Count section. Figure 4: Determine Card and Channel Count Cards Channels Cards Channels Pika Analog N/A Parrot Analog Parrot Digital H100 N/A Parrot Digital Pika T1/E1 Parrot T1/E1 20

22 Click the X in the upper right corner of the application to close the License Manager window. Power down the PC. Repeat this procedure for each box labeled Recording Server if you have more than one and write the information below. (Photocopy the form if necessary). Type of Hardware Configuration Type of Hardware Configuration Four Wire Switch? Y / N Pass Through Tap? Y / N Cards Channels Cards Channels Pika Analog N/A Parrot Analog Parrot Digital H100 N/A Parrot Digital Pika T1/E1 Parrot T1/E1 Type of Hardware Configuration Type of Hardware Configuration Four Wire Switch? Y / N Pass Through Tap? Y / N Cards Channels Cards Channels Pika Analog N/A Parrot Analog Parrot Digital H100 N/A Parrot Digital Pika T1/E1 Parrot T1/E1 21

23 Wiring Your Hardware The card type(s) you wrote down in the previous step determine how you proceed. Using the chart below, find your card type from the column on the left. Turn to the appropriate set of instructions and complete the steps listed for your hardware configuration in the order given. You may have to follow more than one diagram and/or set of instructions if you have more than one card type in the same box. Card Type Wiring Instructions Parrot Analog Analog/Digital System Installation on page 26 Parrot Digital Analog/Digital System Installation on page 26 Pika T1/E1 Pika T1/E1 Installation on page 33 Parrot T1/E1 Parrot T1/E1 Installation on page 35 Figure 5: Hardware Type/Wiring Diagram Reference Note to installer: You must fill out the first 4 columns of the User/Channel Form on page 23 as you connect the system to the telephone interface, regardless of hardware type. You will need this information later in the setup process to configure users/channels in active.web. When finished wiring your system, continue with the instructions in the subsequent section for installing Adobe Acrobat Reader. 22

24 User/Channel Form Photocopy this form if necessary. Fill out a form for each block (or patch panel) while wiring, noting on the form which channels you did not hook up. Fill out the last column when labeling channels. Note: Enter a channel OR station number, but not both. Block # Channel # Station # User Name Extension Label Ex: 1 [1] Mary Jones 1223 Ext

25 Verify DigiVoiceXE Block Connections If your system installation kit contains a DigiVoiceXE block (shown), verify the connections on the block by following the procedure in this section. Failure to perform this step can result in channels not recovering from No Line, cards continually attempting to re-boot, and/or a loss of sync issues. Open the block as shown. You will be verifying the post connections on the far right. Figure 6: Block Connections 24

26 Use the BLUNT end of the punch tool to re-punch the entire pre-wired side (right side). DO NOT USE THE BLADE END! Figure 7: Punch Tool Figure 8: Incorrect Punch Tool Use 25

27 Analog/Digital System Installation Read all instructions in this section and review the appropriate DIAGRAMS on page 92 before beginning. This section describes a 2-wire installation only. If you have a 4-wire, refer to the DIAGRAMS pertinent to your situation. IMPORTANT: Place your system box(es) in an environment that is free of dust, smoke, humidity, excessive vibration, magnets, and static electricity. Avoid temperature extremes and provide adequate ventilation. We recommend using a UPS (uninterrupted power supply) for your box(es). Never place objects and/or covers on top of PC cases. Failure to follow these recommendations may void your warranty! Your DigiVoiceXE installation kit includes: 1-Amphenol cable 1-terminating block 1-package bridge clips Figure 9: Analog/Digital 2-Wire Installation Kit 26

28 You will also need: Phillips and flat-head screwdriver(s) Cross-connect wire Punch Tool Two screws for block Figure 10: Additional Tools Needed Integrating the DigiVoiceXE to Your Existing Wiring This section tells how to connect the DigiVoiceXE terminating block to the DigiVoiceXE server and how to connect the lines on your existing telephone block to the DigiVoiceXE terminating block. Hook up the PC peripherals (mouse, keyboard, monitor, LAN, etc.) and power, but do not start the system yet.. Figure 11: Hook Up PC Peripherals 27

29 Locate your PBX box, which is usually in a closet or small room. There should be wires going from the PBX to a telephone block mounted on the wall, similar to the one shown. Figure 12: Typical Phone Block Screw the DigiVoiceXE terminating block to the wall near your telephone block. Figure 13: Install DigiVoiceXE Terminating Block 28

30 Plug the 90 o end of the Amphenol cable (provided) to the DigiVoiceXE terminating block by looping it through the orange Velcro strap. Figure 14: Terminating Block With Amphenol Cable Attached Digital/analog combination systems use two connections on the back of your DigiVoiceXE server. The photo below shows a digital (marked D) and analog (marked A) interface. T1/E1 systems are marked T1 or E1. Figure 15: Connect Amphenol Cable to PC WARNING: Connecting analog trunks to digital cards may permanently damage your DigiVoiceXE system. 29

31 Marking certain that you are using the appropriate cable for each card (if there is more than one), connect the DigiVoiceXE block to the DigiVoiceXE recording server by plugging the 180 o end of the cable into the back of the PC. Figure 16: Connect Cable to PC NOTE: Identify which phone lines on the block you want to record. Ideally, your block will be labeled with extension numbers. If your block is not labeled, you may need a toner to determine which lines go to the telephones you want to record. Punch down the cross connect wire on the right side of your existing phone block. (When punching down the wires, come in from the top and cut the wires on the bottom.) This assumes you are connecting a 2-wire system. If you are instead connecting a 4-wire system, refer to the appropriate wiring DIAGRAMS on page 92. Figure 17: Punch Down Existing Telephone Block 30

32 Punch down the left side of the DigiVoiceXE block, leaving adequate wire length (approximately 1 ) for modifications you may want to make at a later date. This assumes you are connecting a 2-wire system. If you are instead connecting a 4-wire system, refer to the appropriate wiring DIAGRAMS on page 92. Figure 18: Punch Down DigiVoiceXE Block Insert bridge clips (provided) on the DigiVoiceXE block. Figure 19: Bridge Clips on DigiVoiceXE Block 31

33 You may need bridge clips on the two center posts of your existing block to complete the connection. Figure 20: Bridge Clips on Existing Telephone Block Figure 21: Correct Punch Technique Power up your system. With multiple boxes, start the data server first, followed by the recording server(s) and video server(s) if applicable. NOTE: If you have Lucent Partner Switch and you experience recording issues at the time of installation, you may need to adjust your voltage settings. From the interactive menu on the DigiVoice CD, select Utilities and launch the CyberTech Maintenance Service.pdf file. Follow the instructions to run the utility. With the phone on hook, use the analog_stat command (-24, -48, etc.) and note the setting. Repeat the procedure with the phone off hook and note the setting. Now use the command analog_hook (ch_nr)(low)high OR analog_hook on all. (Low=2 above OFF measurement; high=2 below ON measurement.) Enter the appropriate minimum and maximum voltages for each line or for all lines. 32

34 Pika T1/E1 Installation IMPORTANT: Place your system box(es) in an environment that is free of dust, smoke, humidity, excessive vibration, magnets, and static electricity. Avoid temperature extremes and provide adequate ventilation. We recommend using a UPS (uninterrupted power supply) for your box(es). Never place objects and/or covers on top of PC cases. Failure to follow these recommendations may void your warranty! We support T1 ISDN PRI, E1 ISDN PRI and the following T1 CAS protocols: FXO/FXS D4 loop start, FXO/FXS ESF loop start, FXO/FXS D4 ground start, FXO/FXS ESF ground start, E&M wink start. We recommend connecting the recording server as close to the tap as possible. (See Figure 2: Maximum Pika T1/E1 Tap Distance on page 18 and Maximum T1/E1 Pika Tap Distance on page 18. Your installation kit will include an RJ-45 splitter and a special segment of Cat5 cable. The two RJ connectors on one end of the Cat5 cable will be labeled for easy identification of transmit and receive. Figure 22: Pika T1/E1 Installation Kit WARNING: Never plug the T1/E1 cable into your network card, and never plug your network cable into T1/E1 card(s). If you are unsure about how to identify cables, do NOT proceed. Call Davacord Technical Support. 33

35 T1 BLOCK KIT Locate the T1/E1 cable that connects your PBX and smart jack. Unplug it from the smart jack. Plug the end of the splitter (provided in your kit) into the smart jack. Plug the PBX cable into the splitter. Plug the Cat5 cable (provided in your kit) with the single RJ connector end into the splitter. Plug each pair of RJ connectors into the T1/E1 card on the back of your box as shown in the below photo. The first pair should be plugged in on the right (0=transmit, 1=receive). The second pair should be plugged in on the left (2=transmit, 3=receive). In the example below, the Pika card is on the bottom, the two T1/E1 cards are in the middle, and one of two Parrot cards is above the T1/E1 cards Figure 23: T1/E1 Hardware When powered up, green lights indicate connected (span is up); red lights indicate disconnected (span is down). Make sure your T1 settings match what the T1 line is actually set to (e.g., esf). For more information on settings, refer to the Install Documents section of interactive menu on the DigiVoice CD. Select Hardware Installation Guides, then launch the Pika T1/E1 hardware installation guide. 34

36 Parrot T1/E1 Installation IMPORTANT: Place your system box(es) in an environment that is free of dust, smoke, humidity, excessive vibration, magnets, and static electricity. Avoid temperature extremes and provide adequate ventilation. We recommend using a UPS (uninterrupted power supply) for your box(es). Never place objects and/or covers on top of PC cases. Failure to follow these recommendations may void your warranty! We support the following protocols: T1 ISDN PRI, E1 ISDN PRI, E1 DASS2, E1 DPNSS, E1 QSIG, T1 VOX, E1 VOX and the following T1 CAS protocols: FXO/FXS D4 loop start, FXO/FXS ESF loop start, FXO/FXS D4 ground start, FXO/FXS ESF ground start, E&M wink start. Your installation kit will include an RJ-45 splitter, a Multi-Jak adapter and an amphenol cable. You MUST use the one foot (1 ) amphenol cable that accompanies your shipment. It may not be replaced with a longer one. Otherwise, your system will not work. Finish reading the instructions in this section, then refer to the Cybertech Parrot T1/E1 drawing in the Wiring Diagrams on page 93. Figure 24: Parrot T1/E1 Installation Kit 35

37 Connect one end of the amphenol cable to the CyberTech/Parrot card (back of your box). Connect the other end of the amphenol cable to the back of the Multi-Jak adapter. Connect the Y-splitter to Multi-Jak adapter ports 1, 3 or 5 for each trunk. Span 1 = 1, span 2 = 3, span 3 = 5. Connect the network cable from the CO and the PBX to the RJ-45 splitter as shown in the diagram for Cybertech Parrot T1/E1 on page 104. Determine which firmware is loaded on the T1/E1 cards(s) and verify that it is correct for the protocol used for the trunks you will record. Firmware files can be found on the DigiVoiceXE CD interactive menu. Supported protocols include: T1 PRI, E1 PRI, E1 DASS2, E1 DPNSS, E1 QSIG, T1 VOX, E1 VOX and the following T1 CAS protocols: FXO/FXS D4 loop start, FXO/FXS ESF loop start, FXO/FXS D4 ground start, FXO/FXS ESF ground start, E&M wink start. NOTE: If using T1/E1 with the use of our VOX firmware, you must turn off the data channel. On T1 PRI, turn off the 24th channel on each span. On E1 PRI or E1 CAS, turn off the 1st channel and the 17th channel on each span. If necessary, load the correct firmware and reboot. On the DigiVoiceXE CD interactive menu, select Utilities and Cybertech Maintenance Service. Open the documentation (pdf format) and follow the instructions to launch the utility. Now select Start->Programs->CyberTech->Parrot DSC and launch the Parrot DSC Maintenance Tool. Use the Tool to configure settings for each trunk and card. Two settings may require adjustment on each card. The first is the line encoding. This is changed via the line_code_setup <mode> command. Encoding modes supported are 0 - HDB3, 1 - B8ZS, and 2 - AMI. To check the setting, simply type line_code_setup and hit enter. The current setting will be displayed for the card currently selected. To change the setting, for example to B8ZS, type line_code_setup 1 and hit enter. The second setting is only necessary after checking a few calls in active.web for direction information. (This requires completing the following section first to load the client applications.) If the opposite call direction is being set in active.web, use the set_side <trunk> <swap> command to swap the call direction. The parameters are 0 - trunk 1, 1 - trunk 2, 2 - trunk 3, and 0 for default, 1 to swap. For example, to switch the second trunk, type set_side 1 1 and press enter. 36

38 Client Software Installation New systems are shipped with the DigiVoiceXE software loaded, but the installation procedure in this section must be performed on each PC that will use any client application(s): active.agent, active.console, and/or active.monitor. (An overview of each is available in the Client Applications section.) EXCEPTION(s): If installing ONLY the active.agent application on machines (such as a call center environment), you may use the Remote Client Install procedure found on the DigiVoiceXE Software Suite CD OR if you already have DigiVoiceXE installed on one or more machines and now want to copy the clients onto additional machines, you may use the Ghost utility located on the DigiVoiceXE Software Suite CD rather than physically going to each machine to install the software. To physically install the client application(s) on each machine, select Client Applications from the Software Installs section on the DigiVoiceXE CD. At the prompt, open the file. There may be a slight delay while the software loads the necessary files. At the Welcome screen, Click Next. When prompted to select the components you wish to install, place a checkmark next to the desired application(s). Click Next. Figure 25: Select Components 37

39 On the Data Server Address screen, enter localhost (all one word in lower case) if installing the client application(s) on the data server. Otherwise, use the host name or IP address of the data server. See your system administrator if unsure what to enter here. Click Next. Figure 26: Server Locations On the Install Location screen, use the Browse button if you wish to change the Destination folder location Click Install. It may take several minutes to finish. When complete, click Next. When the installation is complete, click Finish and reboot the PC. IMPORTANT NOTE to users with screen capture: When screen capture is first enabled on a machine, a message indicates that drivers must be installed. Read the Screen Capture section in the active.agent User s Guide for more information about the procedure. Failure to do so may prevent screen capture from working properly. 38

40 From the desktop, select Start->Settings->Control Panel. Open Administrative Tools, then select Event Viewer. From the list on the left, select Application. If any errors or warnings associated with the DigiVoiceXE installation appear on the right, refer to the Troubleshooting Guide on your CD. Otherwise, close all windows. Proceed to the next step. Figure 27: Event Viewer Application Log Adobe Acrobat Adobe Acrobat Reader is required to open the DigiVoiceXE user s manuals for the client applications, which are in PDF format. If you see a shortcut icon on the desktop for the program, it is already installed. If not, install the latest version of Acrobat Reader from the DigiVoiceXE CD by opening the Adobe Acrobat Reader folder. Run the executable file and follow the on-screen installation instructions. Microsoft Internet Explorer Microsoft Internet Explorer with the latest Service Packs and Windows Critical Updates are required to use active.web. If you see the Internet Explorer icon on the desktop, it is already installed. If not, it can be downloaded free at Media Player Microsoft s Media Player is included with your operating system installation for listening to recordings. 39

41 Windows Terminal Server Environment In a Windows Terminal Server environment, special steps must be taken to configure the server and the client machine that enables audio on the client machine. (NOTE: This procedure is described using Windows XP.) Repeat these steps for each client machine where you want audio enabled. On the server: In Administrative Tools, select Terminal Services Configuration. Under Terminal Services Configuration, select Connection in the left column. On the right, select the connection where you want to allow audio. Right click and select Properties. Select the Client Settings tab. In the Disable the following section, uncheck the Audio Mapping box. Click OK. A screen pop indicates that the user at that location must log out and log in again for the change to become effective. On the client machine: Select Start->All Programs->Remote Desktop Connection. Click Options. Select the Local Resources tab. In the Remote Computer Sound section, select Bring to this computer and click Connect. 40

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43 SETUP CONFIRMATION 42

44 Setup Confirmation After you successfully complete the wiring, power up the system(s) as follows: in a single box configuration, simply power up the PC. In a multi-box configuration, power up the box labeled Data Server first, followed by the Recording Server. To confirm that your software and hardware are successfully set up and begin using DigiVoiceXE, launch active.web using the icon on your desktop. Log in using the default User ID and Password that accompanied your shipment. We recommend choosing your own unique User ID and Password as soon as possible. Store your unique User ID and Password with the default login information in a secure location. When the active.web Home page opens, select MANAGE, then SERVERS. This page lists your Data Server and Recording Server(s). If yours does not, contact a Davacord service representative. Each recording server should display Begin and End channel numbers. (If the End number does not match the number of channels you have or if there are no entries in either box, contact a Davacord representative.) Each successive recording server should show the next series of channels as the Begin and End numbers. Close active.web. Verify that the IP address shown matches that of the actual server(s). Figure 28: Server Properties 43

45 Using the desktop icon, launch active.console with the admin user ID and password. When active.console opens, select View->Channels. To record on a channel, it must be hooked up and turned ON. If Channels are ON If your system was shipped with all channels turned ON, each is shown with a green bar and the word IDLE on the active.console panel. (Yours will be slightly different than the one shown.) Figure 29: Channels ON If Channels are OFF If your system was shipped with all channels turned OFF, each is shown with a gray bar and the word OFF on the active.console panel. Select Admin->System Configuration from the Menu Bar. On the Flex Recording tab, find a channel you want to record. Use the scroll bar if necessary to view all channels. Click the Channel Control box for that channel, then use the drop-down arrow to select ON. Figure 30: Channel Control If your channel icons show Disconnected or something other than Idle or Off, consult the Troubleshooting Guide on your CD or contact a Davacord service representative. 44

46 Later, you will want to refer to the active.console User's Guide for more information about critical settings on the System Configuration tabs. The steps described here are only a cursory test to see if the software installed correctly! Select the Recording Control Tab and view the Start/Stop Method column. The Start/Stop Method defaults to Standard (Loop/PBX), which starts a recording any time it receives a signal from the telephone company or your digital PBX switch. In certain circumstances, such as if you are recording a dispatch radio or tapping the handset of a digital telephone, you should select Voice Activation (VOX). A setting option for Tones (DTMF) is used in organizations that require a tone sequence to start/stop recording (i.e., **7 to start and **9 to stop). CTI users will also see a CTI option. Client Device is another option if using keyboard client start/stop. If you are licensed for Concerto, you will also see CTI/Loop Mix. This option defaults to Loop unless a login is triggered on the predictive dialer. At that point, it goes into CTI mode until a logout occurs. Use the following table to determine which setting is appropriate for your organization. If more than one option is available based on your recording interface or if you are unsure what type of interface you have, consult your telephone system manual. Recording Interface Standard/Loop VOX Tones* Handset Recommended Yes Demarc (demarcation) Recommended Yes Analog PBX Recommended** Yes Yes Radio Recommended Digital PBX*** with digital interface Recommended Yes Yes***** Centrex Recommended**** Yes T1/E1 Yes * Depends on hardware type ** If there is regular line voltage *** If the switch supported by Davacord **** If on-hook line voltage is 48v ***** If tones are generated by a predictive dialer 45

47 NOTE: Settings on this tab can be changed any time, but what you select may affect which features are available on your system. On the Recording Control tab, click the Start/Stop box for the channel you want to record. Use the arrow to open the options box and click the start/stop method appropriate for the channel. Figure 31: Start/Stop Control Settings Click OK in the lower right corner to close the window. Once a channel is turned On and active.console displays an IDLE icon with a green status bar, lift the handset for a channel (phone) shown on the panel. (Yours will not show user names or channel labels.) The channel icon should turn red and indicate it is Recording. Figure 32: Functional active.console Congratulations! You have successfully completed this section. If these steps did not activate your channels, check your settings in the previous steps. If you are still unable to activate a channel by lifting the handset, try turning on a different channel or change your setting to Voice Activation/VOX, which should work with any recording interface. If your channels still fail to activate, launch the Troubleshooting Guide that is located on the DigiVoiceXE CD or contact a Davacord service representative. 46

48 IMPORTANT: These steps were a cursory test to ensure your software installed correctly! Later, you will also need to launch active.web to set up users, label channels, etc. Detailed instructions can be found in the active.web User s Guide. You But for now, continue on to the next section. NOTE to users with screen capture: When screen capture is first enabled on a machine in active.agent, a message indicates that drivers must be installed. Read the Screen Capture section in the active.agent User s Guide for more information about the procedure. Failure to do so may prevent screen capture from working properly. This is especially important for systems using WindowsXP. 47

49 SDK Davacord s SDK provides third party integration to the DigiVoiceXE recording system and quality management system. The interface allows predictive dialers and CRM packages to control when a recording takes place, what agent is associated with each recording, and attaches predefined and user-defined data to each record. The SDK is licensed through active.agent and is provided as a thread safe DLL compatible with Windows 98, ME, 2000 and XP. It requires installation of MyODBC version Integrating with your software Using the SDK, you can set up stations and/or trunks if you use client device start/stop. However, if setting up one trunk or station to client device start/stop, we recommend setting up all trunks and stations as such. 48

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51 FEATURE HIGHLIGHTS 50

52 Client Applications You have successfully configured the basic components of the DigiVoiceXE software. This section provides a brief overview of the DigiVoiceXE applications. Later, you ll want to read the User s Guides for detailed instructions on setting up the features you need. But for now, continue with this section. Overview: active.web Function: active.web is a powerful part of DigiVoiceXE that lets users search for, play and evaluate recordings, prepare reports, and manage certain functions of the system from any physical location - all you need is a network connection provided by your IT manager and the most recent version of Internet Explorer (with current Service Packs). Within active.web, you (or a System Administrator) can label and assign channels, import a list of existing users and/or accounts, set up groups, configure free agents, manage servers and much more. Overview: active.console (including active.monitor) Function: active.console can be used to view channel activity and set recording/storage options and configure beep tones (if applicable); active.monitor enables remote live monitoring of channel activity. Overview: active.agent Function: active.agent is a system tray application designed to allow each user the ability to control certain recording functions on his/her own channel, such as adding notes, flags and/or account information. IMPORTANT NOTE to users with screen capture: When screen capture is first enabled on a machine in active.agent, a message indicates that drivers must be installed. Read the Screen Capture section in the active.agent User s Guide for more information about the procedure. Failure to do so may prevent screen capture from working properly. This is especially important for Windows XP users. Slim CTI The use of Davacord s Slim CTI TM enables free agent seating without a PBX upgrade or CTI server, and our software allows you to view or manage all systems that have active.agent installed and are set to Free AGent. For more information, refer to the active.web, active.console and active.agent User s Guides on the Software Suite CD. 51

53 OTHER CONFIGURATION INFORMATION Establishing a Secure Sockets Layer (SSL) Determining your SMTP Server Changing the DigiVoiceXE Computer Name 52

54 Establishing a Secure Sockets Layer (SSL) Select Start->Settings->Control Panel->Administrative Tools->Internet Services Mgr. Figure 33: Internet Services Manager Right click on Default Web Site. Choose Properties. On the Directory Security tab, click Server Certificate. A wizard walks you through creating a new certificate. Send this certificate to a certificate authority (i.e., verisign.com, instantssl.com, thawte.com) who charges a fee for their service. Import the file received from the authority by going into the same area inside the Internet Services Mgr / Directory Security tab. Figure 34: Server Certificate 53

55 Determining your SMTP Server NOTE: The DigiVoiceXE Data Service component routes all outbound storage alert messages through the SMTP server entered during the installation. Determining the machine name or IP address of the SMTP server to use depends on the environment in which DigiVoiceXE is running. For Enterprise Environments with a central shared server, enter the machine name or IP address of the computer hosting the SMTP server portion of the mail system. This is the preferred DigiVoiceXE configuration because the mail system will manage the routing of storage alerts to users and enforce all corporate security & mail quota policies. Contact your local system administrator for assistance identifying and configuring your mail systems SMTP server. For Small Office/Home Office (SOHO) Environments without a dedicated mail server, enter the name of the SMTP server maintained by your Internet Service Provider (ISP). Contact your ISP to obtain this information. (EXAMPLE: mail.davacord.com) In rare instances, you may want to use the local SMTP Service installed on the DigiVoiceXE server to manage the delivery of alerts. When prompted for the SMTP server address, enter the machine name of the computer where you are installing the Data Service component. After the Data Service installation completes, follow the instructions below for Configuring the Local SMTP Service. ONLY customers using the local SMTP Service need to follow these procedures. 54