System Setup Guide Version 6.X

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1 Connecting People to Business System Setup Guide Version 6.X OnviSource, Inc. Headquarters: 1255 West 15th Street, Suite 500 Plano, TX Main: Fax: Operations: 2300 North 10th Street Enid, OK Main: Fax:

2 Table of Contents Table of Contents... 2 Getting Started Common Sense Wiring... 6 Network Considerations... 7 Determining Your Digital Telephone Type... 8 Maximum T1/E1 Parrot Tap Distance... 9 Determining Your Hardware Type Installation: Wiring Hardware Assigned Seating User/Channel Form Free Agent Seating Station/Label Form Verify OnviCord Pro Block Connections Installation: Analog/Digital System Integrating the OnviCord Pro to Your Existing Wiring Installation: Parrot T1/E Installation :VoIP Integrating OnviCord Pro with Existing VoIP Phone Systems Installation : Client Software Windows Terminal Server Environment Setup Confirmation SDK Integrating with your software Feature Highlights: Client Applications Overview: OnviCord Web Overview: OnViews (including OnviCord Monitor) Overview: OnviCord Agent Authentication for OnviCord Web Access Establishing a Secure Sockets Layer (SSL) Determining your SMTP Server Configuring the Local SMTP Service Verify SMTP Service Installation Changing the OnviCord Pro Computer Name Performing Preventative Maintenance Defrag Wiring Diagrams Wire Digital/Analog 66 Block Wire Digital/Analog 110 Block Handset Connections Radio/Powered Analog Source Analog/Centrex Tap Digital Hybrid Digital 4-Wire/BRI Single Phone OnviCord System Setup Guide 2 Revised 3/13/2009

3 BRI Two Phones Lucent Legend/Merlin Magix MLX 4-Wire Tap Lucent Index/Mitel Serial Wiring Cybertech Parrot T1/E VoIP Revision History OnviCord System Setup Guide 3 Revised 3/13/2009

4 Getting Started... Getting Started... Follow these instructions in the order given to properly set up your OnviCord system. If you have questions about the installation or operation of this product, telephone an OnviSource technician at between 8:00 A.M. and 5:00 P.M. CST. Before proceeding, refer to the System Requirements section on the OnviCord 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. Please see for approved Microsoft update lists and or requirements. 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, backup your system database. NOTE: For consistent and accurate results when changing the licensing on an OnviCord system (3.0 and greater), you will need to restart the following: Worldwide Web Publishing Service, data service, all recording services. When tapping a digital phone, refer to the Telephony Support List in the Install Documents section of the OnviCord CD. 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 OnviSource Technical Support before continuing. Attempting to connect an unsupported phone type can cause permanent damage to your OnviCord system. OnviCord System Setup Guide 4 Revised 3/13/2009

5 Getting Started... Windows, Microsoft, CyberTech and other products and manufacturers listed in this document are trademarks of the respective companies. OnviCord System Setup Guide 5 Revised 3/13/2009

6 Getting Started... 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. VoIP customers: Do NOT use a HUB to achieve port mirroring of VoIP traffic. 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! OnviCord System Setup Guide 6 Revised 3/13/2009

7 Getting Started... Network Considerations If your network has more than one recording server, we recommend a using dedicated switch for communications between the OnviCord servers. MAIN NETWORK DEDICATED SWITCH RECORDING SERVER 1 RECORDING SERVER 2 RECORDING SERVER 3 RECORDING SERVER 4 Figure 1: Network Considerations IMPORTANT: Using Device Manager, select your Network Adapter and right-click to view Properties. On the Advanced tab, use the dropdown box to set the appropriate value. OnviCord System Setup Guide 7 Revised 3/13/2009

8 Getting Started... Determining Your Digital Telephone Type When tapping a digital phone, refer to the Telephony Support List in the Install Documents section of the OnviCord CD. 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 the One Call Solution Center before continuing. Attempting to connect an unsupported phone type can cause permanent damage to your OnviCord system. For T1/E1 systems, refer to Maximum ort1/e1 Parrot Tap Distance on page 10, whichever is appropriate. NOTE: We only support NFAS when used with CTI and a Definity switch. OnviCord System Setup Guide 8 Revised 3/13/2009

9 Maximum T1/E1 Parrot Tap Distance 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. NOTE: We only support NFAS when used with CTI and a Definity switch. OnviCord System Setup Guide 9 Revised 3/13/2009

10 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->OnviSource->License 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 OnviCord Recording Service. Rightclick 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 Manager. OnviCord System Setup Guide 10 Revised 3/13/2009

11 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 Parrot Digital H100 OnviCord VoIP Parrot T1/E1 Parrot Analog Parrot Digital Cards Channels N/A OnviCord System Setup Guide 11 Revised 3/13/2009

12 Click on 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 Parrot Digital H100 OnviCord VoIP Parrot T1/E1 Parrot Analog Parrot Digital Pass Through Tap? Y / N Cards Channels N/A Type of Hardware Configuration Type of Hardware Configuration Four Wire Switch? Y / N Pass Through Tap? Y / N Parrot Digital H100 OnviCord VoIP Parrot T1/E1 Parrot Analog Parrot Digital Cards Channels N/A OnviCord System Setup Guide 12 Revised 3/13/2009

13 Installation: Wiring Hardware Installation: Wiring 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 19 Parrot Digital Analog/Digital System Installation on page 19 Parrot T1/E1 Parrot T1/E1 Installation on page 28 OnviCord VoIP VoIP Installation on page 30 Figure 5: Hardware Type/Wiring Diagram Reference Note to installer: As you connect the system to the telephone interface, you must fill out the following: Assigned Seating User/Channel Form on page 16 and/or the Free Agent Seating Station/Label Form on page 17 You will need this information later in the setup process to configure users/channels in OnviCord Web. VoIP only customers do NOT need to complete either form. When finished wiring your system, continue with the instructions in the subsequent section for installing Adobe Acrobat Reader. OnviCord System Setup Guide 13 Revised 3/13/2009

14 Assigned Seating User/Channel Form Assigned Seating 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 1223 OnviCord System Setup Guide 14 Revised 3/13/2009

15 Assigned Seating User/Channel Form OnviCord System Setup Guide 15 Revised 3/13/2009

16 Free Agent Seating Station/Label Form Free Agent Seating Station/Label Form Photocopy this form if necessary. Fill out a form for each block wiring, noting on the form which channels you did not hook up. Block# Channel# Station# User Name Extension Label Ex:1 [23] Blue Team Seat Ext 1223 OnviCord System Setup Guide 16 Revised 3/13/2009

17 Verify OnviCord Pro Block Connections Verify OnviCord Pro Block Connections If your system installation kit contains an OnviCord Pro 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. Verify the post connections on the far right. OnviCord System Setup Guide 17 Revised 3/13/2009

18 Verify OnviCord Pro Block Connections Figure 6: Block Connections 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 OnviCord System Setup Guide 18 Revised 3/13/2009

19 Installation: Analog/Digital System Figure 8: Incorrect Punch Tool Use Installation: Analog/Digital System Read all instructions in this section and review the appropriate Wiring Diagrams on page 53 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 OnviCord Pro installation kit includes: 1-Amphenol cable 1-terminating block OnviCord System Setup Guide 19 Revised 3/13/2009

20 Installation: Analog/Digital System 1-package bridge clips You will also need: Figure 9: Analog/Digital 2-Wire Installation Kit Phillips and flat-head screwdriver(s) Cross-connect wire Punch Tool Two screws for block Figure 10: Additional Tools Needed OnviCord System Setup Guide 20 Revised 3/13/2009

21 Installation: Analog/Digital System Integrating the OnviCord Pro to Your Existing Wiring This section tells how to connect the OnviCord Pro terminating block to the OnviCord Pro server and how to connect the lines on your existing telephone block to the OnviCord Pro 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 Locate your PBX box, which is usually in a closet or small room. You should see wires going from the PBX to a telephone block mounted on the wall, similar to the one shown. OnviCord System Setup Guide 21 Revised 3/13/2009

22 Installation: Analog/Digital System Figure 12: Typical Phone Block Screw the OnviCord Pro terminating block to the wall near your telephone block. Figure 13: Install OnviCord Pro Terminating Block Plug the 90o end of the Amphenol cable (provided) to the OnviCord Pro terminating block by looping it through the orange Velcro strap. OnviCord System Setup Guide 22 Revised 3/13/2009

23 Installation: Analog/Digital System Figure 14: Terminating Block With Amphenol Cable Attached Digital/analog combination systems use two connections on the back of your OnviCord Pro 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 OnviCord Pro system. OnviCord System Setup Guide 23 Revised 3/13/2009

24 Installation: Analog/Digital System Marking certain that you are using the appropriate cable for each card (if there is more than one), connect the OnviCord Pro block to the OnviCord Pro recording server by plugging the 180º 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 53. Figure 17: Punch Down Existing Telephone Block OnviCord System Setup Guide 24 Revised 3/13/2009

25 Installation: Analog/Digital System Punch down the left side of the OnviCord Pro 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 53. Figure 18: Punch Down OnviCord Pro Block Insert bridge clips (provided) on the OnviCord Pro block. Figure 19: Bridge Clips on OnviCord Pro Block OnviCord System Setup Guide 25 Revised 3/13/2009

26 Installation: Analog/Digital System 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 OnviCord Pro 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.) OnviCord System Setup Guide 26 Revised 3/13/2009

27 Installation: Analog/Digital System Enter the appropriate minimum and maximum voltages for each line or for all lines. OnviCord System Setup Guide 27 Revised 3/13/2009

28 Installation: Parrot T1/E1 Installation: Parrot T1/E1 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 CyberTech Parrot T1/E1 on page 64. Figure 24: Parrot T1/E1 Installation Kit OnviCord System Setup Guide 28 Revised 3/13/2009

29 Installation: Parrot T1/E1 Connect one end of the amphenol cable to the CyberTech/Parrot card (back of your box). Connect the other end of the 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 64. (If using a CSU DSU, it needs to go between the PBX and the Y-splitter.) Determine which firmware is loaded on the T1/E1 card(s) and verify that it is correct for the protocol used for the trunks you will record. Firmware files can be found on the OnviCord Pro 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 OnviCord Pro 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 OnviCord 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 OnviCord 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. OnviCord System Setup Guide 29 Revised 3/13/2009

30 Installation :VoIP Installation :VoIP : 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! Read all instructions in this section and review the VoIP wiring diagram on page 65) before beginning. NOTE: Your VoIP network must be capable of mirroring the VoIP phone traffic to a network port in order for the OnviCord Pro system to record the VoIP phones. Integrating OnviCord Pro with Existing VoIP Phone Systems Hook up the PC peripherals (mouse, keyboard, monitor, LAN, etc.) and power, but do not start the system yet. Locate the managed network switches handling your VoIP phone traffic (usually located in a closet or small room). If you will be using remote OnviCord Pro clients to access the OnviCord Pro system or if this is a multi-box configuration, locate the NIC port on the OnviCord Pro system labeled LAN 1. Connect a CAT5 cable from this port to the primary network that OnviCord Pro clients will use to access the system. Connect a Cat5 cable from each of the tap NIC ports (labeled LAN 2, LAN 3, etc.) to each managed switch or VLAN that will be monitored. Power up the OnviCord Pro system and bring up Network Connections under the Control Panel. Configure network settings for the connection labeled Local Area Connection for access by your main network. This connection will need DNS settings. OnviCord System Setup Guide 30 Revised 3/13/2009

31 Installation :VoIP Configure each connection (Local Area Connection 2, Local Area Connection 3, etc.) for access to each managed switch or VLAN. These should not need DNS settings. Verify that the OnviCord Pro system can ping to and from a computer on the main network. If not, you may need to adjust the network configuration of your connections. Referring to the manuals for your managed switches and VoIP PBX system, identify the MAC addresses and switch ports for the VoIP phones you plan to record. Use the following table to assist you in subsequent steps. Photocopy this form if necessary. Managed Switch Tap NIC (LAN 2, MAC Address Label Switch Port LAN 3, etc.) 00:43:46:5e:ef:09 X LAN 2 OnviCord System Setup Guide 31 Revised 3/13/2009

32 Installation :VoIP OnviCord System Setup Guide 32 Revised 3/13/2009

33 Installation :VoIP On each managed switch or VLAN, follow the switch documentation to set the port for the tap NIC to be a spanning port. Next, for each MAC address port that will be recorded on that managed switch or VLAN, establish a mirror of it to the spanning port. Open a command prompt on the OnviCord Pro system and type ipconfig -all and press <ENTER>. You should see Ethernet Adapter Local Area Connection... for your main network and for each tap NIC network. For each tap NIC entry, record the Physical Address below as the MAC address. Photocopy this form if necessary. Tap NIC MAC Address Managed Switch LAN 2 00:43:46:5e:ef: OnviCord System Setup Guide 33 Revised 3/13/2009

34 Installation :VoIP OnviCord System Setup Guide 34 Revised 3/13/2009

35 Installation :VoIP Log into OnviCord Web and select Manage->VoIP. For the server you are working with you should see the MAC addresses you recorded. Click on each entry and change the description to something that you can use to remember which managed switch or VLAN is assigned to that tap NIC. The next step is to upload the VoIP phone MAC address information into OnviCord Web or add the MAC addresses individually to OnviCord Web. (Complete instructions are included in the OnviCord Web User s Guide.) It is more efficient initially to create an upload file. Create a text file in the following format (one row per phone) using the information you obtained in the above tables. Phone MAC Address, Tap NIC MAC Address, Protocol, Label (optional). Below is an example text MAC upload file. 00:43:46:5e:ef:09, 00:40:f4:6a:de:5e, 1, X :11:20:8c:2d:e9, 00:40:f4:6a:de:5e, 1, X1190 NOTE: The only current protocol codes are 1 - Cisco SCCP (Skinny), and 2 - RTP Only. In OnviCord Web, go to Manage->VoIP. In the Import MAC Address section, use the Browse button to navigate to and upload the text file you just created. Additional VoIP phones can easily be added, modified or removed individually using OnviCord Web in the Manage->VoIP section. OnviCord System Setup Guide 35 Revised 3/13/2009

36 Installation : Client Software Installation : Client Software New systems are shipped with the OnviCord Pro software loaded, but the installation procedure in this section must be performed on each PC that will use any client application(s): OnviCord Agent, OnViews, and/or OnviCord Monitor. (An overview of each is available in the Client Applications section on page 44.) EXCEPTION: If installing ONLY the OnviCord Agent application on machines (such as a call center environment), you may use the Remote Client Install procedure found on the OnviCord Pro Software Suite CD OR if you already have OnviCord Pro 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 OnviCord Pro 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 OnviCord Pro 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 on Next. When prompted to select the components you wish to install, place a checkmark next to the desired application(s). Click on Next. Figure 25: Select Components IMPORTANT NOTE: Refer to the OnviCord Web User s Guide for instructions on how to set up VoIP, label and/or assign channels and other important information. Refer to the OnviCord Agent User s Guide for information on configuring free agent seating. OnviCord System Setup Guide 36 Revised 3/13/2009

37 Installation : Client Software 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 on Next. Figure 26: Server Locations On the Install Location screen, use the Browse button if you wish to change the Destination folder location. Click on Install. It may take several minutes to finish. When complete, click on Next. When the installation is complete, click on 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 OnviCord Agent User s Guide for more information about the procedure. Failure to do so may prevent screen capture from working properly. From the Start menu (or Control Panel), open Administrative Tools, then select Event Viewer. From the list on the left, select the Application Log. If any errors or warnings associated with the OnviCord Pro installation appear on the right, refer to the Troubleshooting Guide on your CD. Otherwise, close all windows and proceed to the next step Figure 27: Event Viewer Application Log OnviCord System Setup Guide 37 Revised 3/13/2009

38 Installation : Client Software Adobe Acrobat Adobe Acrobat Reader is required to open the OnviCord Pro 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 OnviCord Pro CD by opening the Adobe Acrobat Reader folder. Run the executable file and follow the on-screen installation instructions. Microsoft Internet Explorer Please see for approved Microsoft update lists and or requirements. Media Player Microsoft s Media Player is included with your operating system installation for listening to recordings. OnviCord System Setup Guide 38 Revised 3/13/2009

39 Installation : Client Software 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. (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, clear the Audio Mapping checkbox. Click on 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 on Options. Select the Local Resources tab. In the Remote Computer Sound section, select Bring to this computer and click on Connect. OnviCord System Setup Guide 39 Revised 3/13/2009

40 Setup Confirmation 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 multibox 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 OnviCord Pro, launch OnviCord 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 OnviCord Web Home page opens, select MANAGE, then SERVERS. This page lists your data, recording and video (if applicable) servers. If yours does not, contact the One Call Solutions Center. 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 the One Call Solutions Center.) Each successive recording server should show the next series of channels as the Begin and End numbers. Close OnviCord Web. Verify that the IP address shown matches that of the actual server(s). OnviCord System Setup Guide 40 Revised 3/13/2009

41 Setup Confirmation Figure 28: Server Properties Using the desktop icon, launch OnViews with the admin user ID and password. When OnViews 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, select View- >Channels from the menu bar. Each channel is shown with a green bar and the word IDLE on the OnViews panel. (Yours will be slightly different from what is shown.) If Channels are OFF Figure 29: Channels ON If your system was shipped with all channels turned OFF, each is shown with a gray bar and the word OFF on the OnViews 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 on the Channel Control box for that channel, then use the drop-down arrow to select ON. Figure 30: Channel Control OnviCord System Setup Guide 41 Revised 3/13/2009

42 Setup Confirmation If your channel icons show Disconnected or something other than Idle or Off, consult the Troubleshooting Guide on your CD or contact the One Call Solutions Center. Later, you will want to refer to the OnViews 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***** OnviCord System Setup Guide 42 Revised 3/13/2009

43 Setup Confirmation interface Centrex Recommended**** Yes T1/E1 Yes * Depends on hardware type ** If there is regular line voltage *** If the switch supported by OnviSource **** If on-hook line voltage is 48v ***** If tones are generated by a predictive dialer OnviCord System Setup Guide 43 Revised 3/13/2009

44 Setup Confirmation 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 on the Start/Stop box for the channel you want to record. Use the arrow to open the options box and click on the start/stop method appropriate for the channel. Figure 31: Start/Stop Control Settings Click on OK in the lower right corner to close the window. Once a channel is turned On and OnViews 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. On VoIP systems, the icon turns red when a connection is made. On other systems, the icon turns red as soon as a user picks up the extension. Figure 32: Functional OnViews 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 OnviCord Pro CD or contact a One Call Solutions Center. OnviCord System Setup Guide 44 Revised 3/13/2009

45 Setup Confirmation IMPORTANT: These steps were a cursory test to ensure your software installed correctly! Later, you will also need to launch OnviCord Web to set up users, label channels, etc. Detailed instructions can be found in the OnviCord 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 OnviCord Agent, a message indicates that drivers must be installed. Read the Screen Capture section in the OnviCord 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 Windows XP. OnviCord System Setup Guide 45 Revised 3/13/2009

46 SDK SDK OnviCenter 6 SDK provides third party integration to the OnviCord Pro 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 OnviCord 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. OnviCord System Setup Guide 46 Revised 3/13/2009

47 Feature Highlights: Client Applications Feature Highlights: Client Applications You have successfully configured the basic components of the OnviCord Pro software. This section provides a brief overview of the OnviCenter 6 applications. Later, you ll want to read the Users Guides for detailed instructions on setting up the features you need. Overview: OnviCord Web Function: OnviCord Web is a powerful part of OnviCord Pro 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 OnviCord 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 and/or VoIP, manage servers and much more. Overview: OnViews (including OnviCord Monitor) Function: OnViews can be used to view channel activity and set recording/storage options and configure beep tones (if applicable); OnviCord Monitor enables remote live monitoring of channel activity. Overview: OnviCord Agent Function: OnviCord 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 OnviCord Agent, a message indicates that drivers must be installed. Read the Screen Capture section in the OnviCord 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. The use of the OnviCenter product suite enables free agent seating without a PBX upgrade or CTI server, and our software allows you to view or manage all systems that have OnviCord Agent installed and are set to Free Agent. For more information, refer to the OnviCord Web, OnViews and OnviCord Agent User Guides on the OnviCenter 6 CD. OnviCord System Setup Guide 47 Revised 3/13/2009

48 Feature Highlights: Client Applications OnviCord System Setup Guide 48 Revised 3/13/2009

49 Authentication for OnviCord Web Access Authentication for OnviCord Web Access (Optional) To require user network authentication (and thereby restrict OnviCord Web access to only users with network access): In the Control Panel, go to Administrative Tools->Internet Services Manager. Expand the menu and right-click on Default Web Site. Select Properties and select the Directory Security tab. Under Anonymous Access and Authentication Control, click on Edit. Remove the checkmark for Anonymous Access and click on OK. Close any remaining windows. OnviCord System Setup Guide 49 Revised 3/13/2009

50 Establishing a Secure Sockets Layer (SSL) 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 on 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). The certificate authority will charge a fee for their service. Import the file received from the authority. Select Start->Settings->Control Panel->Administrative Tools- >Internet Services Mgr. OnviCord System Setup Guide 50 Revised 3/13/2009

51 Determining your SMTP Server Figure 34: Server Certificate Determining your SMTP Server NOTE: The OnviCord Pro 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 OnviCord Pro 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 OnviCord Pro 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.onvisource.com). In rare instances, you may want to use the local SMTP Service installed on the OnviCord Pro 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 OnviCord System Setup Guide 51 Revised 3/13/2009

52 Determining your SMTP Server 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. OnviCord System Setup Guide 52 Revised 3/13/2009

53 Configuring the Local SMTP Service Configuring the Local SMTP Service Verify SMTP Service Installation In Control Panel, open Add/Remove Programs. From the left side, click on Add/Remove Windows Components. Figure 35: Add/Remove Windows Components Select the Internet Information Services (IIS) component, then click on Details. Figure 36: Select IIS OnviCord System Setup Guide 53 Revised 3/13/2009

54 Configuring the Local SMTP Service If SMTP Service is not checked, place a checkmark in the box. This automatically checks several other boxes. Leave them checked and click on OK. Follow the installation directions that are displayed. Figure 37: SMTP Service Configure the SMTP Service to Relay for External Domains To configure the SMTP service to relay inbound messages for any address ending in.com, you must first create the remote domain. Depending on the version of Windows you are running, open Administrative Tools from your desktop by going to Start- >Programs- >Administrative Tools or by selecting Start->Settings->Control Panel and clicking the Administrative Tools icon. OnviCord System Setup Guide 54 Revised 3/13/2009

55 Configuring the Local SMTP Service Figure 38: Administrative Tools In Administrative Tools, click on Internet Services Manager. Expand the tree under the server name, and expand the Default SMTP Virtual Server to view the fully qualified domain name of the server. To configure the domain for inbound, right-click on the Domains icon. Select New, then click on Domain. Click on Remote, then click on Next. In the Name box, type *.com (or the name of the domain you are configuring). Click on Finish. Configure the domain for relay From the domain list, double-click on the domain you just created. In the Properties for the domain, check the Allow the Incoming Mail to be Relayed to this Domain checkbox. Click on OK. Repeat the configuration process for each type of domain you will with which you will communicate via , such as.net,.org,.gov,.edu,.biz,.tv, etc. OnviCord System Setup Guide 55 Revised 3/13/2009

56 Changing the OnviCord Pro Computer Name Changing the OnviCord Pro Computer Name IMPORTANT NOTE: This procedure works on single-box systems only. If yours is a multi-box configuration, telephone One Call Solution Center. After changing the computer name and restarting the system, perform the following procedure to ensure the change is successful. 1. Launch OnviCord Agent from your desktop. At the login dialog, enter a User name and Password using an administrator account or one that allows access to system privileges. Click on OK. 2. When the Could not locate database message appears with the old computer name, enter the new computer name and click Try again. 3. At the login dialog, enter the user name and password, then click on OK. The OnviCord Agent icon should appear in the system tray. 4. Right click on the icon and select Settings from the menu. 5. On the Server Configuration tab, verify the new computer name is displayed in the Database Location. Click on OK. 6. Right click on the OnviCord Agent icon in your system tray and select OnViews from the menu. 7. In OnViews, select Admin>System Configuration (or click on the last icon in the row). When the System Configuration box opens, select the Servers tab. 8. Change any computer name that is incorrect, then click on OK. 9. On your desktop, modify the OnviCord Web icon properties by right clicking on the icon. Select Properties. On the Shortcut tab, change the target URL to the new server name and click on OK. (Change only the server name, not the rest of the target.) Perform Steps 1-5 and Step 9 on systems running only OnviCord Agent and OnviCord Web. On all other systems, follow all steps. NOTE: To log on to OnviCord Web from a desktop without an icon; enter the new name of the web server in the Internet Explorer address bar. This procedure is located in the OnviCord Web User s Guide on your OnviCord Pro CD. OnviCord System Setup Guide 56 Revised 3/13/2009

57 Performing Preventative Maintenance Performing Preventative Maintenance Defrag We recommend you establish a defrag schedule for your hard drives to keep systems in peak operating condition. This is particularly important for systems with the screen capture feature. Follow the procedure appropriate for your operating system to configure a routine defrag operation with the following suggestions in mind. 1. Perform defrag operations when as few calls as possible are occurring. 2. Back up your data first, then perform the defrag. 3. Defrag your hard drive(s) as often as possible, preferably before drive reaches capacity. 4. Defrag the data server when it is full and starting to purge. 5. Defrag the recording server beginning on the first day of operation. 6. In a single box setup, perform defrag procedures regularly, following the above guidelines. OnviCord System Setup Guide 57 Revised 3/13/2009

58 Wiring Diagrams Wiring Diagrams If more than one diagram is listed for your card type, use the one(s) most appropriate for your switch. In some instances, you will need to reference more than one diagram. If you have any questions regarding the diagram, telephone the One Call Solution Center before beginning. Card Type Parrot Analo g Parrot Digital Parrot T1/E1 Diagram 2-Wire Digital/Analog 66 Block on page 54 (more common) 2-Wire Digital/Analog 110 Block on page 55 (less common) Handset Connections on page 56 Radio/Powered Analog Source on page 57 Analog/Centrex Tap on page 58 Digital Hybrid on page 59 2-Wire Digital/Analog (more common) 2-Wire Digital/Analog 110 Block on page 55 (less common) Digital 4-Wire/BRI Single Phone on page 60 BRI Two Phones on page 61 Lucent Legend/Merlin Magix MLX 4-Wire Tap on page 62 Lucent Index/Mitel Serial Wiring on page 63 Cybertech Parrot T1/E1 on page 64 Situation Analog pots lines Analog extensions from PBX Non-supported digital PBX extensions Self explanatory Digital Centrex CO lines Certain digital phone sets for certain PBX s Normal PBX extensions if your phone is a 2-wire listed in the Telephony Support List on the OnviCord Pro CD. Normal PBX extensions if your phone is a 2-wire listed in the Telephony Support List on the OnviCord Pro CD. If single phone listed as 4-wire in the Telephony Support List on the OnviCord Pro CD. If two phones listed as 4-wire on the Telephony Support List on the OnviCord Pro CD. Self explanatory Self explanatory Self explanatory VoIP VoIP on page 65 Self explanatory OnviCord System Setup Guide 58 Revised 3/13/2009

59 Wiring Diagrams 2-Wire Digital/Analog 66 Block OnviCord System Setup Guide 59 Revised 3/13/2009

60 Wiring Diagrams 2-Wire Digital/Analog 110 Block OnviCord System Setup Guide 60 Revised 3/13/2009

61 Wiring Diagrams Handset Connections OnviCord System Setup Guide 61 Revised 3/13/2009

62 Wiring Diagrams Radio/Powered Analog Source OnviCord System Setup Guide 62 Revised 3/13/2009

63 Wiring Diagrams Analog/Centrex Tap OnviCord System Setup Guide 63 Revised 3/13/2009

64 Wiring Diagrams Digital Hybrid OnviCord System Setup Guide 64 Revised 3/13/2009

65 Wiring Diagrams Digital 4-Wire/BRI Single Phone OnviCord System Setup Guide 65 Revised 3/13/2009

66 Wiring Diagrams BRI Two Phones OnviCord System Setup Guide 66 Revised 3/13/2009

67 Wiring Diagrams Lucent Legend/Merlin Magix MLX 4-Wire Tap OnviCord System Setup Guide 67 Revised 3/13/2009

68 Wiring Diagrams Lucent Index/Mitel Serial Wiring OnviCord System Setup Guide 68 Revised 3/13/2009

69 Wiring Diagrams Cybertech Parrot T1/E OnviCord System Setup Guide 69 Revised 3/13/2009

70 Wiring Diagrams VoIP OnviCord System Setup Guide 70 Revised 3/13/2009

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