User Guide. RBR2600 Recorder Release 8

Transcription

1 User Guide RBR2600 Recorder Release 8 Red Box Recorders Ltd The Coach House, Tollerton Hall Tollerton,Nottingham NG12 4GQ, UK t: +44 (0) e: [email protected] Red Box Recorders 2008

2 Table of Contents COMMON PROCEDURES/CONVENTIONS... 6 Options... 6 Option and Button/Field Names... 6 Selecting Options... 6 Activate... 7 OK, Modify and Cancel... 7 Screen Examples... 7 Browser User Interface (BUI) GETTING STARTED WITH A RED BOX RECORDER How to Log In How to Change Your Password Carrying out a Basic Search Call Replay Details Replay Control Pitch Corrected Variable Replay Call Details Export WAV Export via Call Annotation Call Authentication View Recorder Status Configuring Your Own User Settings Replay & Live Acquire Settings Export Settings Other Settings Defining, Executing and Modifying Searches Defining a Search Executing a Search...24 Red Box Recorders 2008 Page 2 of 100

3 Modifying a Search Using Live Acquire CONFIGURATION GUIDE Task List Connecting to the recorder Logging In to the recorder Network Settings Licensing the recorder Configuring Recording VoIP Recording Configuration SIP Configuration Enabling recording Configuring Extension Labels Non VoIP Recording Configuration Configuration of Network Storage Configuring Archiving Making Archive Choices Do I need to have a removable archive? Why should I archive my calls? I must archive my calls I need to replay a lot of old calls What is Autocycle mode? Should I choose DVD-RAM or Tape? Configuration / Archiving Annotation Configuration Administrator Guide User Management Creating a new user Creating multiple new users Modifying a user...68 Red Box Recorders 2008 Page 3 of 100

4 Deleting a user Control Functions Control / Archiving View Functions View / Channel Activity View / Recorder Status View / Logged in Users View / Statistics View / Version Information View / Database Details View / Media List Configuration Configuration / Interface Time Synchronization Configuration / Groups Create Groups Add Channel Names to a Group Configuration / Misc Settings Diagnostics Diagnostics / Prepare Diagnostic File Diagnostics / Prepare Configuration File Diagnostics / Manage Download File Diagnostics / Export Events Event Logs Where to get help User Settings User Settings / Export Downloading Client Applications Red Box Recorders 2008 Page 4 of 100

5 Downloads Uninstallation procedure Label Printing Remote Monitor Replay and Export Applications Record on Demand Configuration / Recording (Record on Demand) How RoD Works Licensing and RoD Configuration / Recording (to configure RoD) Download of Record on Demand Installation Options Configuration of RoD on the Desktop Licensing and System Upgrades Licensing System Upgrades Configuration / Licensing Software Upgrades Red Box Recorders 2008 Page 5 of 100

6 INTRODUCTION The Red Box Recorder enables users to record, monitor and replay voice calls, both VoIP and traditional wired telephony and radio calls. This guide is separated into various sections, according to use of the system. Section 1 contains the end user guide showing how to log in, log out, carry out search functions and configure the personal user account. It is aimed at the end user of the recorder i.e. a replay user. Section 2 contains the Configuration Guide that must be followed by the recorder administrator when first setting up the recorder(s) Section 3 contains the Administrator Guide which should be used by the recorder administrator for support on regular administration tasks and post-installation tasks. COMMON PROCEDURES/CONVENTIONS Here are some of the conventions used in describing most procedures. Incidentally, it is assumed that users are familiar with the basic operating procedures for Windows. It is also assumed that users know how to use an Internet browser such as Internet Explorer. Options The left hand side of each screen provides a menu of the options which are available to the current user, as determined by the permissions set up by the Red Box Recorder system administrator(s) for each user of the Red Box Recorder system. The Red Box Recorder application is a browser-based system comprising a series of main menu items each with sub menu options that are accessed by clicking on the main menu option on the left of the screen. The sub menu items will appear initially to the right of the vertical menu bar, or can be displayed below the main menu item by clicking again on the main menu item. Option and Button/Field Names The main menu item names are shown in bold for example: Configuration Button and field names, parameter names and values, and screen names are shown as the text with the relevant button shown i.e. OK. Generally, if you hover the mouse pointer over any particular button, a tool tip describing the purpose of the button will be displayed briefly. Selecting Options Oblique strokes are shown between options and associated sub-options to indicate that first the main option is selected (by clicking on it) at the left of the screen, and then the required sub-option(s), down to the required level. Thus Configuration / Users means click on Configuration and then click on Users. Note: There is no need to click on Configuration (or other main option) first if its suboptions are already displayed. Red Box Recorders 2008 Page 6 of 100

7 Activate The words activate, click on, select, and choose are equivalent within the context of this document and are used interchangeably in the procedures - meaning click on the button using the left hand button of the mouse (or the equivalent tab and enter keyboard sequence if the mouse is not being used). OK, Modify and Cancel OK is used in the procedures as meaning click on/choose/select the Update Details button for example. Likewise, Modify means click on the Modify button.. Cancel means click on the cancel button. This action cancels the current procedure, negating any action/data entered so far within that particular procedure. Cancellation, if that is what you wish, should be taken as read in all procedures. Click Back using the browsers back button should be avoided as should navigating away from a page no data will be saved if this is done. Screen Examples The various screens shown in this Getting Started Guide are typical but not necessarily accurate in every detail. Red Box Recorders Limited reserves the right to add, delete or change screens to suit the current state of product development. Browser User Interface (BUI) Every User Interface Computer (UIC) employed for accessing Red Box Recorder functions must have Internet browser software, such as Internet Explorer, installed. (Note: This software is not supplied with the Recorder s software) In the following procedures the instruction Use the BUI to access the Red Box Recorder means do the following. 1. Double-click on the Internet Browser s icon on the UIC s desktop if the browser application has not already been opened. 2. Type the Red Box Recorder s IP address into the browser s address box and press Enter. Red Box Recorders 2008 Page 7 of 100

8 1. GETTING STARTED WITH A RED BOX RECORDER This section will show you how to log in, change your password and carry out a basic search for calls to replay. It also explains what the Recorder Status screen tells you How to Log In To be a Red Box Recorder system user you must first have been assigned a user name and password by an existing user with the relevant user management permissions. Figure 1 - Red Box Recorder Login Screen 1. Enter your Red Box Recorder user name and password (remember passwords are case sensitive). 2. Click on the screen s login button to log on to the Red Box Recorder system. Note The login screen is re-displayed if your Login fails. Contact your system administrator if you are unable to log in successfully. Red Box Recorders 2008

9 1.2. How to Change Your Password If this is the first time you have logged in as a new user, it is recommended that you change your password. Similarly, if you think that someone knows your password, you should change it immediately. Click on User Settings / Change Password - the Change Password screen appears Figure 2 Change Password Screen 1. Enter your current password (remember it is a case sensitive field) 2. Enter your chosen new password (up to 10 alphanumeric characters, no spaces). 3. Enter your new password again in the Confirm Password field. 4. Click OK The screen reverts to the Change Password screen and user password has been updated confirms the password change. Note: If you do not enter your existing password correctly, or you do not duplicate the new password correctly, you will get an error message explaining the problem. Re-enter the relevant password(s) and try again. If you are still unsuccessful, contact your recorder administrator for assistance. Red Box Recorders 2008 Page 9 of 100

10 1.3. Carrying out a Basic Search The default call search defined on a Red Box Recorder is the Basic Search. This search offers you the option of specifying a date and time period within which you want to search for calls. The Basic Search can be started by selecting Search & Replay / Search. The following screen is displayed: Figure 3 Basic Search Screen Using the date and time picker, specify a period of time within which you want to search for calls. Dates are selected simply by clicking on the calendar date; time can be specified by highlighting the existing times and over typing. Remember to use a colon (:) as the time separator i.e. 12:05:05. Note that the search screen tells you the earliest date and time that the recorder has available in the callstore for searching. It is possible to select to replay calls from a removable archive that has been loaded for replay by selecting Search & Replay / Select Search and using the What to Search? pulldown menu. Note: If your user permissions limit which calls you are allowed to replay then other criteria may appear on the Search page you cannot change these. If you cannot find the calls you need to then contact your Recording System Administrator who should be able to help. Once you have specified your date and time range, click OK Red Box Recorders 2008 Page 10 of 100

11 The results of the basic search will appear on screen in a similar format to this: Figure 4 Basic Search Results Depending on the number of calls displayed as a result of your search, you will see up to 100 calls that met the date and time range criteria. If the call you require is not in the first 100 calls then you can either refine your search criteria or click on the Next Results button. By default the results are shown with the most recent at the top of the page it is possible to reverse this using the Earliest Call First setting on the User Settings / Other page. See section 1.7. It is now possible to replay calls directly from the search results shown simply by clicking on the Replay Call button of the call that you want to hear. Note: Calls will, by default replay to the PC of the user through headphones. It is possible to change the replay destination to an extension phone. This is covered in the User Configuration section on page 17 Red Box Recorders 2008 Page 11 of 100

12 1.4. Call Replay Details Figure 5 Call Replay Window The call that you have chosen to replay appears on screen at the same time as the audio is delivered to your headset or loudspeakers. If this screen does not appear then you may need to download and / or install the Replay Application see section 1.7. On this screen you can see: The call graphically represented by the blue zig zag lines each line represents the parties to the call (this is only true for bi-directional VoIP calls). If you were listening to this call on a stereo headset, you would hear one party in your left ear and the other in your right ear. It is possible to change this to mono if you have just a single earpiece headset using the Audio menu. Red Box Recorders 2008 Page 12 of 100

13 You have the option to change the volume of either party to the call via the volume sliders on the right hand side, and you can mute either party by selecting the Mute checkbox Replay Control You can go to any point in the call by using the control buttons in the centre of the window. Mark the beginning of the loop Replay Loop Beginning of the call Go Back 30 Seconds Go Back 5 Seconds Play (toggles to Pause when pressed) Pause (toggles to Play when pressed) Go forward 5 seconds Go forward 30 seconds Go to end of call Pitch Corrected Variable Replay The Replay Speed slider gives you control over how fast or slow you would like the call to be replayed. If you need to obtain clarity about what one or other party is saying, you can slow the call down to as little as 25% call speed, with minimal loss of audibility. Conversely if you want to speed through a long call to a point of interest without having to listen again to the whole call, you can set the call speed to as much as 400% call speed Call Details The details of the call you are replaying are shown in the Call Details field. If you export a call then these details are also mailed as a.txt file, attached automatically to the.wav file that forms the call itself Export WAV The Export WAV button on the toolbar enables you to automatically save the chosen call on any location on your network (local drive or network drive, depending on the connections that the user s PC has). The Call Details are automatically saved as a.txt file with the.wav file. Red Box Recorders 2008 Page 13 of 100

14 Export via The Export via button on the toolbar enables you to automatically the call audio (as the.wav file) and its details (as the.txt file) to the recipient of your choice in a single operation. Clicking on this button will firstly generate an Export Options dialog box (as a rule accept the default settings and click OK) and then a blank is generated, allowing you to add any text or subject you choose before sending the in the normal fashion Call Annotation Call Annotation allows the user to add text to a call which can later be used to search on or give information about the call to other users. Note: Call Annotation may be disabled if the feature has not been set up on the recorder or if the annotation database fields are configured to be not manually entered Call Authentication When licensed the Call Authentication feature generates a MD5 hash key for each recorded call and stores it in the recorder database. When a call is replayed using the Web Replay Application another MD5 hash key is generated and this is compared with the one in the database. If as much as a single bit of data has been changed since the call was recorded then the MD5 hash keys will not match and an Authentication failure will be displayed. It is possible to check the Authentication status of a call by clicking the Call Authentication button on the Web Replay Application. Red Box Recorders 2008 Page 14 of 100

15 1.5. View Recorder Status View / Recorder Status This screen can be the first to be displayed automatically when a user logs on as described in paragraph 1.8, or by choosing the View/Recorder Status option. The main purpose of this screen is for administrators or technical users to quickly identify when there are system issues that need to be addressed. The field meanings are as follows Figure 6 Recorder Status Screen Recorder ID Recorder Status System Type Active Alarms Unarchived Data This is the unique recorder number. This number must be given whenever support is required. This shows the status of the recorder. This field can show: Starting up, Recording, NOT recording and Urgent Attention Required. This can be Standalone or Parallel Master or Parallel Slave if the recorder is part of a parallel pair. Responding to alarms is usually an administrator or senior user s role. This is dealt with in section 3.6 This shows the percentage of the data held on the recorder that has not been committed to removable archives always zero if no removable archives are fitted. Ideally this number Red Box Recorders 2008 Page 15 of 100

16 Recorder Utilisation Calls Being Recorded Calls Being Discarded should be as small as possible because data not written to removable media could be lost in the event of hardware failure. To keep this number small, replace the archive media as soon as possible after it becomes full. This shows the percentage of licensed record channels that are actually recording. This shows the number of channels that are being recorded. This field is only shown on a recorder with Record on Demand licensed on it and shows the number of calls that are recording but which will be discarded at the end of call. Drive 1 This shows the status of removable archive drive 1 Drive 2 This shows the status of removable archive drive 2 Note: Depending upon your user permissions you may not be able to view the Recorder Status page Configuring Your Own User Settings Apart from changing your password as explained previously in paragraph 1.2 there are various other settings that you can configure for your own login. Configuring other user s settings is dealt with in paragraph 3.1. The settings that you can configure are as follows: Replay & Live Acquire settings Export settings Other These are explained below. Red Box Recorders 2008 Page 16 of 100

17 Replay & Live Acquire Settings User Settings / Replay & Live Acquire Figure 7 Replay & Live Acquire Settings Screen The Replay & Live Acquire settings are set to default to Replay to LAN which will replay a call to the users PC. However, the user can amend all of the settings to suit their particular environment. If the Replay to Phone option is selected, the user must specify which PSTN or extension number will receive the calls selected for replay or live acquire. When a search is carried out and the call replay selected, the audio output will be to the selected phone extension. [This assumes the use of a Red Box Replay to Phone server] The option to select Number of Redial Attempts will default to 2, but up to 5 redial attempts can be selected if desired. If the Replay to Cisco IP Phone option is selected the user must also specify which VoIP phone is to receive the replay or live acquire calls. The Send via settings can be used when the same from and / or to addresses are used frequently for the sending and receipt of calls sent as.wav files. Red Box Recorders 2008 Page 17 of 100

18 However, using these settings does not preclude the user from changing the address at the point of exporting a call recording. Red Box Recorders 2008 Page 18 of 100

19 1.7. Export Settings These are dealt with in section Other Settings User Settings / Other You can select other settings here to suit your usage of the Red Box Recorder, such as which page to display upon logging in and other results settings in particular, the order in which call search results are shown. The Initial Page setting could be set to the Search page for a user who is primarily concerned with replay. If the Save Search Criteria control is checked then the last search criteria entered is always saved to allow searches to be easily repeated. Limit Last Call Search can be made to return more entries if desired (up to 10) but this may slow the search down especially on infrequently used recording channels. Red Box Recorders 2008 Page 19 of 100

20 1.9. Defining, Executing and Modifying Searches In this section you will learn how to define, execute and modify your own searches. None of these are difficult to do, as Red Box Recorders have been carefully designed with ease of use as a priority, but it is useful to understand what the fields relate to, and the types of results you would achieve using the search builder Defining a Search Search & Replay / Define Search To define your own searches, select Search & Replay / Define Search from the menu. If there have been searches already defined on your recorder, they will be listed. If this is the first time that this option has been selected, the screen advises that no searches have been previously defined. Click on the Create Search button. The Create Search screen is displayed which displays all of the available database fields that can be searched upon. Figure 8 The Create Search Screen Red Box Recorders 2008 Page 20 of 100

21 Search Title Give your search a name that you will recognise it by in the Search Title field. Remember, there may be more than one user who has access to your recorder using the logged in user account and who may also wish to define their own searches. Give your search a name that is meaningful to you and which will allow you to remember which is yours at a later date, for example Sales Team Search or Transaction Sample. Data Source The Data Source field allows you to specify whether you are searching for calls from the recorder itself (the Callstore) or calls on a removable archive media. Randomize Results If Randomize Results is set to Yes the user can specify a percentage of the search results to be specified as random in the search screen. For example, specifying 10% as the Randomized Result will return 10% of calls in a search on a random basis. Criteria Fields The criteria fields along the top of the table are used to define which operators are applicable to the relevant field and the sort order you want to see your report in. Field Name Field Name Use as Criteria Order in Criteria List Use as Results Field Order in Results List Explanation Description of field to be used in search There are a range of options (where applicable) that can be used to define the search. These can be Specific, Range, Any Of or All Of. This defines the order in which the field will be displayed in the search results. So 1 in this field against a field name will mean that this field will be given 1 st precedence in sorting, 2 will be given 2 nd precedence and so on. Click in the check box to show this field in the search results. Fields that are never populated by your recorder or of no interest to you can be excluded from the results table using this field. This sets the order of the field columns in the search results. A 1 in this box against a field will mean that this field is shown as the 1 st column, a 2 will mean the 2 nd column and so on. Field Names The field names displayed on the left hand side of the criteria table are those data fields that are used by the recorder to capture call data and which can be specified to be included in your search. When you specify anything other than Red Box Recorders 2008 Page 21 of 100

22 the default Not Used you will be asked to define what your criteria are, each time you carry out the search. For example, if you specify in the Field Name Extension Specific when you carry out your search, there will be a field for you to fill in specifying which extension you are carrying this search out on each time you perform the search. Use as Criteria Not Used This field is not used as a Search Criteria. Specific This field will be used and must exactly match the data in the database wildcards can be used. For example %456 will find and 123% will find and %34% will find Range Only of use when searching items that are ordered. Allows an inclusive range to be defined for the chosen field. Any fields where the data falls within the range will be a match. Any Of Finds calls that match ANY of the entered criteria for the chosen field. For example if 123,456 was entered then fields with data matching 123 or 456 will be found. All Of Finds calls that match ALL of the entered criteria for the chosen field. Note: All search criteria are case sensitive and care should be given not to put leading or trailing spaces the search is exact. Once you have named your search and specified the data fields you want to search on, their sort precedence and how you want the columns displayed in your search results click OK. Please note, when you execute your search, if you find that you have made an error in your specification, it is very simple to return to the search and modify it. You do not have to create a whole new search! Once you have clicked on the OK button, the screen returns to the Define Search screen, with your new search listed. Figure 9 New Search Listed Red Box Recorders 2008 Page 22 of 100

23 From this screen you can: Create a new search using the Create Search button Modify any searches listed using the Modify Search button ** Delete any searches listed using the Delete Search button ** ** You need to select the specific search that you want to modify or delete by clicking in the Select field Red Box Recorders 2008 Page 23 of 100

24 Executing a Search Search & Replay / Search To execute the search you have defined select Search & Replay / Search. By default the Basic Search (Callstore) screen is shown Figure 10 Basic Search - Callstore Screen To access your list of defined searches, click on the the screen. button in the centre of Red Box Recorders 2008 Page 24 of 100

25 The Select Search screen is shown, with a drop down list of every search that has been defined on the recorder shown. Select the search you wish to execute and click on OK. Figure 11 Select Search Screen The new search screen is displayed. (Note the change of search name in the banner) Figure 12 New Search Screen To execute this search enter the date and time options for your search and also the extension number that is being searched upon then click OK Red Box Recorders 2008 Page 25 of 100

26 Note: Depending on the size of the database and the number of results to be returned from the search there may be a short delay whilst the search results are shown. The search results (up to 100 results per page) will be shown as follows: (Space limitations prevent all 96 calls being listed here) Figure 13 Search Results Screen You can now replay the calls listed as described in section 1 by simply clicking on Replay Call. Red Box Recorders 2008 Page 26 of 100

27 Modifying a Search Search & Replay / Define Search If you need to refine your search further or correct an error in the specification you can easily modify an existing search. Select Search & Replay / Define Search and select your previously defined search from the list of searches created on your recorder. Click on Modify Search Your search and its existing criteria is displayed. Make any changes as required and save the search using OK Red Box Recorders 2008 Page 27 of 100

28 1.10. Using Live Acquire Live Acquire Live Acquire is a feature of your Red Box Recorder that enables you to listen in on any call currently underway (provided that you have access permissions allowing you to listen to the particular extension contact your administrator for permission settings). It is accessed by selecting Live Acquire from the main menu bar. The Live Acquire screen is displayed. Figure 14 Live Acquire Screen From this screen you can listen directly in to any of the live ongoing calls displayed on the screen or perform a last call search on any of the extensions or channel names (depending on your recorder s configuration) listed. You can do this by selecting the device name / number from the Select the device drop down list and clicking either Acquire (listen to a currently live call) or Last Call Search to find the last call(s) made on this channel name. Alternatively, you may click on the telephone symbol call, or the channel name detail to live acquire the current to initiate the Last Call Search. Red Box Recorders 2008 Page 28 of 100

29 When the Live Acquire option is used, the Replay Call window is shown as with the results of a normal search as detailed in section 1.4 above. Red Box Recorders 2008 Page 29 of 100

30 2. CONFIGURATION GUIDE This configuration guide should be followed, in the order written, when first setting up your recorder. It is assumed that you are familiar with general computing and networking terminology and that you understand the needs of your business and users in respect of the recorder Task List 2.2 Connecting to the recorder 2.3 Logging in to the recorder 2.4 Network Settings 2.5 Licensing the recorder 2.6 Configuring recording 2.7 VoIP recording configuration 2.8 Configuring extension labels 2.9 Non VoIP configuration 2.10 Configuring Network Storage 2.11 Configuring Archiving 2.12 Configuring Annotation Fields 2.13 Configuring Multiple Recorders in parallel 2.2. Connecting to the recorder There is no need to use a keyboard and monitor directly connected to the recorder. It is actually far more secure to NOT do so. The Windows user interface may be locked down in order to prevent tampering and also to comply with Windows licensing requirements. All recorder configuration can be carried out using Internet Explorer 5 or above. Enter the IP address of the recorder in the browser address bar and the login screen will appear. Figure 15 Login Screen Red Box Recorders 2008 Page 30 of 100

31 2.3. Logging In to the recorder By default there is only one user profile created on a new recorder. The user name is admin and the password is recorder. It is essential that this password is changed as soon as possible, and that additional profiles with limited permissions are created for general use. User management is covered in detail in the Administrator section of this manual (paragraph 3.1) Log in to the recorder and the Recorder Status page will appear. (This page can be found at anytime by selecting View / Recorder Status from the menu bar). Figure 16 Recorder Status Screen The Recorder Status field could indicate that it is unlicensed (at the start of the configuration of a new recorder). This screen will advise whether the dongle has been detected defined by a number appearing in the Recorder ID field. It may take up to 15 minutes for a dongle to be detected. If the status is No Dongle Found there may be an issue with the dongle or the drivers. The dongle is only polled infrequently, so it is prudent to restart the recorder after any corrective action. To shutdown or restart the recorder, select Control / Recorder from the menu bar. Red Box Recorders 2008 Page 31 of 100

32 Figure 17 Recorder Control Screen Select Shutdown or Restart as applicable and click OK Red Box Recorders 2008 Page 32 of 100

33 2.4. Network Settings Network configuration is carried out at the Configuration / Network screen. Figure 18 Configure Network Settings Screen By default, the recorder may have a different IP address shown to that which is required. It is essential that the recorder has a static IP Address which is accessible by the users of the recorder. This should be bound to the Primary network adapter. For VoIP recording, additional NICs are required to act as data acquisition (sniffer) ports, and these are enabled and configured separately to the Primary adaptor, and must not have any IP Address or other bindings. If the recorder was built on a computer which was configured for DHCP, it may be necessary to manually configure the IP settings from the computer desktop prior to this step. Red Box Recorders 2008 Page 33 of 100

34 2.5. Licensing the recorder The next step is to license the recorder. It may already be licensed if purchased directly from Red Box Recorders Ltd or one of its resellers. If upgrading the recorder or adding features then you will need to obtain one or more licence codes from Red Box Recorders Ltd or your reseller. It is assumed that when planning the installation of the recorder that a decision will have been made as to which licensed features are required. Navigate to the licensing page using Configuration / Licensing. Figure 19 Configure Licensing Screen Red Box Recorders 2008 Page 34 of 100

35 This screen shows an already licensed recorder and the licensed features available on it. For most configurations there are 2 license codes the first is to license features on the recorder, the second relates to which type of telephony is being recorded referred to as the PP (Protocol Processor). The license code fields show the following detail of what has been licensed once the license code(s) have been entered: Field Name Description Recorder ID This is defined by the dongle No of Archive Devices Can be 0, 1 or 2 Max No of PPs Normally 1, but may need to be more if mixed telephony is to be recorded. Number of Replay or Number of simultaneous replay user logins permitted Export Clients under the license Number of Record Number of simultaneous recordings permitted under Channels the license Record Internal Calls VoIP only permits the recording of internal calls Time Synchronisation Enables the use of NTP/SNTP Label Printing Permits labels to be printed for removable archive media. For a copy of the label printing guide please contact Red Box Recorders Ltd. Network Storage Permits the use of network storage devices see section 2.10 Replay to Phone Permits the replay to phone server to log in to this recorder. Record on Demand Enables the Record on Demand feature see section Call Authentication Shows that visible call authentication has been enabled. Protocol Processor Number X shows the detail of the protocol processor(s). Enter the license codes and click OK to submit the page Once the license codes have been submitted, return to the licensing configuration page and confirm that the settings reflect what was anticipated. It may then be necessary to restart the recorder, for example, if the number of archive devices has changed. (This applies to a re-license also). A message will appear on the screen if the recorder needs a restart. Red Box Recorders 2008 Page 35 of 100

36 2.6. Configuring Recording The Red Box Recorder is designed to be able to record from a variety of sources on the same recorder. These sources include VoIP (also known as LAN telephony or IPT), ISDN, analogue sources and digital telephone switch systems (also known as TDM). This guide treats VoIP and non-voip separately insofar as configuration is applied. If the recorder is to record both, please read and perform both sections VoIP Recording Configuration Each phone that is required to be recorded needs to be registered with the recorder. The method of performing this registration is phone system dependent. Please choose the applicable phone system from the following list and carry out the stated action. Phone System Name Cisco 3Com NBX SIP Alcatel Avaya Mitel Siemens Nortel Ericsson Registration Action Reset or login to the phone Pick up the receiver and then replace the receiver Make a call using the phone Reset the phone Reset the phone Reset the phone Reset the phone Reset the phone / Log in Reset the phone SIP Configuration From Release 7A of the RBR2600 software, the SIP implementation has fundamentally changed. A new method of endpoint identification has been introduced so that the aim of automatic endpoint detection is still preserved across all of our VoIP solutions. In order to achieve this the user must enter certain information about their site, this predominantly consists of just two items: an include mask which includes the IP address range for all of the endpoints that are required to be recorded and a list of excludes which contains the IP addresses of all devices within the includes IP range(s) that are SIP devices but NOT recordable endpoints these could be Gateways and Proxies. Red Box Recorders 2008 Page 36 of 100

37 Enabling recording Select Configuration / Recording from the main menu. The extension(s) registered will be listed in the Never Record list on the right hand side of the page. Figure 20 Configure Recording Screen To enable an extension to be recorded, select it from the Never Record list and press the key to add that extension to the Allow Recording list. The page should then refresh, the extension will be shown in the Allow Recording list and all calls made on this phone will now be recorded. Once you have registered a extension with the recorder it should not need to be done again. Red Box Recorders 2008 Page 37 of 100

38 As a final test, a call should be replayed from the newly configured extension to prove the settings. LICENSING NOTE When the recorder was licensed, the number of recording channels was entered. This value is the maximum number of concurrent recordings that the recorder will allow. As will have been determined whilst the network for recording was being planned, it is not normally possible to record extension-to-extension calls using VoIP, and more normally extension-to-trunk calls are therefore recorded. A benefit of this is that advantage can be taken of the Roving mode (see Figure 21 Configuration / Recording screen above.) In Non-Roving mode the maximum number of extensions that can be entered in the Allow Recording list is the number of licensed recording channels (as seen on the Configuration / Licensing page. In Roving mode any number of extensions can be entered into the Allow Recording list but the maximum number of channels that will be recorded simultaneously is the number of licensed recording channels. This allows an installation where you may have 60 lines on the trunk, but 200 extensions on the network. All of your trunk calls from any of the 200 extensions would be recorded, up to a maximum of 60 concurrent calls at any one time. Red Box Recorders 2008 Page 38 of 100

39 2.8. Configuring Extension Labels It is possible to make extension numbers more easily identifiable by assigning labels to extension numbers. For example, Ext 1234 could be labelled Service Desk or Karen Brown. Select Configuration / Channels and the following screen is displayed, with fields next to the extension numbers for label definition. Figure 21 Configure Channels Screen Label any extension as required, remembering to save the screen (using the button) before navigating away from the page. If this occurs without the page being saved, all changes will be lost. Red Box Recorders 2008 Page 39 of 100

40 2.9. Non VoIP Recording Configuration Configuring non VoIP recording is a four step process: Fitting Line Cards (detailed in the Installation Guide) Configuring Line Cards Configuring Line Card Channels Enabling specific / all Line Card Channels Add Cards The card to be configured must first be added to the recorder. Once the new card has been physically placed in the recorder, select Configuration / Cards. The following screen will appear. Figure 22 Configure Cards screen Any cards currently installed will be shown. To add a new card click on the add card button. The recorder will have detected the presence of the new card and the following screen will be displayed. Red Box Recorders 2008 Page 40 of 100

41 Figure 23 Add Card Screen Any unconfigured cards will be shown in the Primary Address field. The type of the card (DP for ISDN E1/T1, NGX for Digital Extensions, PCM for PCM32 and PT or LD for analogue, POTS or Radio) and also an identification number (also printed on the card itself) is shown. Click OK The following prompt will appear This advises the user that the system will need to be manually restarted to register the number of new channels. This enables the addition of multiple cards in one installation, without the requirement to restart the recorder each time a card is installed. Click OK. Red Box Recorders 2008 Page 41 of 100

42 The new card is registered but with 0 channels shown this will change when the system is restarted. Figure 24 New Card shown with 0 channels Once all required cards have been added and installed, restart the recorder using Control / Recorder and Restart. The recorder will restart and the number of channels available on the new card will now be shown as per the following screen: Figure 25 Configure Cards screen with new card detail added Red Box Recorders 2008 Page 42 of 100

43 Configure Cards Once the card has been recognised by the recorder, and the number of channels shown on the Configure Cards screen, the card(s) must be configured. From the Configure Cards screen select the card to be configured and click Configure Card. The following screen will appear but the detail of the configuration required will be dependent upon the type of card installed. Several examples of the same screen are given here, according to the type of card given NGX Card Options Figure 26 NGX card configuration screen Red Box Recorders 2008 Page 43 of 100

44 NGX Card PBX decoding options The NGX card has the following options for PBX decoding (this can change as new switch types are added): NGX Card Compression Algorithm options The NGX card options for Compression Algorithm are: Uncompressed MS GSM G.729A All channels on the card take this compression setting, but the compression can be overridden on a per channel basis using the Configuration / Channels page. For example, a set of analogue channels are set to use G.729A but one channel may be needed to be left uncompressed to maximise legibility. Uncompressed channels create 8000 bytes / second of recording. MS GSM channels create 1650 bytes / second of recording. G.729A channels create 1000 bytes / second of recording. To maximise the amount of calls that can be available on-line for instant replay and to maximise the capacity of any archive media it is best to select the highest compression (G.729A). Red Box Recorders 2008 Page 44 of 100

45 PCM Card Options Figure 27 PCM Card Configuration screen PCM Card Compression Algorithm options The PCM card options for Compression Algorithm are: Uncompressed MS GSM G.729A Red Box Recorders 2008 Page 45 of 100

46 DP Card Configuration options Figure 28 DP Card Configuration screen DP Card Framing Options DP Framing Options are: CRC-4 G DP Card Line Encoding options DP Line Encoding options are: HDB3 AMI DP Card Compression Algorithm options The DP card options for Compression Algorithm are: Uncompressed MS GSM Red Box Recorders 2008 Page 46 of 100

47 G.729A PT / LD Card Configuration options TBW Once the configuration settings have been set click OK Configure Channels Now that the card(s) has been configured the channels should be configured. When cards are installed they are given a card name which by default is A B C and so on. The card names are shown on the Configure Card screen as the CardID. The logical channels are then numbered in sequence according to the cards in alphabetical order. For example, in the screens above the DP card is card A. This card has 32 logical channels. Therefore the first 32 logical channels will be those on this card. Channels can be named at any time but it is useful to be able to identify which card carries which channels, in the case of multiple cards. When configuring the channels, the card information is shown at the top of the screen (see Figure 29 below). Using this information, the channel name can then be added from the Configuration / Channels main screen Select Configuration / Channels and click on the channel that needs to be configured. Click on the button and the following screen is displayed. Red Box Recorders 2008 Page 47 of 100

48 Figure 29 DP Card Channel Configuration Screen This screen allows the user to configure the channels according to the type of card installed. The buttons across the bottom of the screen are common to all card types and the extra buttons have the following purposes. Red Box Recorders 2008 Page 48 of 100

49 The Type Copy All button enables the user to set the configuration for multiple channels on the same card type, avoiding the need to go to each channel and copy the configuration information. Clicking this button will copy the configuration settings on this channel to the rest of the channels on the recorder on this type of card. A window requiring the user to click OK will advise of this before the changes take place. The Reset to Default button configuration. will restore the channel to a default NGX Card Channel configuration descriptions Field Name Compression Ring Hang Time Activity Alarm No Activity Alarm Configure AGC Description Clearing this check box allows channels to be recorded without compression. This is the time that the ringing state persists after the ringing power has gone it should be set to at least the longest gap between the rings. When enabled, if activity persists on a channel for a period longer that that set, then an alarm will be generated. When enabled, if there is no activity detected on the channel for a period longer than that specified then an alarm will be generated. It is possible to configure Automatic Gain Control when recording. It may be best to leave this alone and rely on replay level control unless the signal levels are particularly low or high NGX Card Channel Activity / Silence Detection descriptions Field Name Activity Silence Description When recording using the Activity trigger, this setting allows the amount of activity to start and keep recording to be set. When recording using the Activity trigger, this setting allows the period of silence after which recording ceases to be set. Note the Activity / Silence Detection has a very useful Help function available on screen NGX Card Record Events descriptions Field Name Activity Description Starts recording when activity is detected. Stops when silence / no activity occurs. Red Box Recorders 2008 Page 49 of 100

50 Hook PBX Call Lights CTI Ring Continuous (Start only) Records when the extension is off-hook. Records when the extension is in a call. (Does not work for all switch types and configurations) Allows the start and stopping of recording when certain lights are present on the extension. Allows recording to be controlled by third-party applications. Starts to record when ringing is detected. If this is set then the channel will record continuously regardless of what signals are applied PCM Card Channel Configuration options TBW DP Card Channel configuration descriptions Field Name Compression Activity Alarm No Activity Alarm Configure AGC Description See NGX descriptions See NGX descriptions See NGX descriptions See NGX descriptions DP Card Channel Activity / Silence Detection descriptions Field Name Activity Silence Description See NGX descriptions See NGX descriptions Note the Activity / Silence Detection has a Help function available on screen DP Record Stop / Start Events descriptions Field Name Activity ISDN Call CTI Continuous Description See NGX descriptions Records when a call is in progress. See NGX descriptions See NGX descriptions PT / LD Card Channel configuration descriptions TBW Red Box Recorders 2008 Page 50 of 100

51 Enable Channels The final stage of the card and channel configuration is to enable the channel(s) to be recorded. Using Configuration / Recording the following screen is displayed: Figure 30 Configure Recording Screen To enable a channel to be recorded, select it from the Never Record list and press the key to add that extension to the Allow Recording list. The page should then refresh, the number will be shown in the Allow Recording list and all calls made on this phone will now be recorded. Once you have registered a phone with the recorder it should not need to be done again. Red Box Recorders 2008 Page 51 of 100

52 Configure Record on Demand See Configuring Record on Demand (this is a routine administration task that is accessed via the Configuration / Recording screen and is not essential at the start of an installation Channel Allocation Mode This allows the setting of roving and non-roving mode. [Not applicable to Line card recording] Configuration of Network Storage Callstore network storage configuration should be carried out before the recorder is brought into regular use. If the default settings on the recorder are used, calls will be stored onto the local hard disk drive and once this reaches capacity the oldest calls will be deleted. It is possible to configure the recorder to use an alternative location for the storage of calls on a RAID for example. As explained in the Installation Guide, it is better to use a RAID for the whole recorder, and so this setting is best left set to Local Drive. The Callstore size can be increased by use of network storage such as NAS or SAN. From Release 8 of the RBR2600 it is possible to have more than one piece of Networked Storage attached to the recorder. Only one can be being written to but any number can be connected for reading. If the Write Mode is set to Network Archive then when the Network Storage becomes full it becomes a read-only archive and archiving can continue on another device. This way archives can be added over time allowing all of the recordings to be retained. If the Write Mode is Callstore Extension then the networked storage is treated as if it were a part of the callstore when it becomes full the oldest calls are deleted and the space re-used. In this mode the Networked storage must be a larger capacity than the recorders Callstore. It is also possible to import network archives from other recorders as read-only archives. Red Box Recorders 2008 Page 52 of 100

53 To configure the callstore to use network storage, select Control / Network Storage. The following screen is displayed: Selecting Add brings up the selection page. Creating a new empty Network Storage brings up the Create Network Storage page. Red Box Recorders 2008 Page 53 of 100

54 Figure 31 Create Network Storage screen Note: Network Storage Support is not enabled will appear as standard until the network storage configuration is completed. Field Name Name Network Storage location Account Write Mode Maximum allocated size (in GB) Schedule Instruction A name for this storage. Enter the network storage address in UNC User name and password refers to the user name and password of the account on the storage device that will be accessed by the recorder. NOTE: When setting up the Networked Storage Device it should be set such that its password never expires. Described above. The recorder will use this much of the Networked Storage. It is possible to only write to the Networked Storage between two times this allows bandwidth management. Red Box Recorders 2008 Page 54 of 100

55 Start transfer from earliest If this is checked then archiving starts from the earliest available call otherwise it starts from calls recorded from now. If the following screen appears instead of the configuration screen it indicates that the recorder is not licensed for network storage. Please contact your dealer, or Red Box Recorders to purchase your license. Red Box Recorders 2008 Page 55 of 100

56 2.11. Configuring Removable Archiving It is important to ensure that you have configured your archiving prior to the recorder coming into regular use. If archiving is not configured, then calls will be stored onto the local hard disk, and once the disk reaches capacity, the oldest calls will be deleted. This section discusses the options for archiving to assist in informing the administrator in archive choices, prior to offering an explanation of how to configure the archiving Making Archive Choices The Red Box RBR2600 series recorders can be purchased with no archive capability, one archive drive or two archive drives and a choice of DVD-RAM or VXA Tape media. Consideration needs to be given to the type of archiving to be used with the relevant RBR2600 series recorder. The archiving option that is the best match for any given requirement is given here Do I need to have a removable archive? The CallStore of the RBR2600 recorder holds the recorded calls and is considered to be the on-line storage. Once the Call Store becomes full, the space is automatically recovered by deleting the oldest calls, thus the Call Store contains the most recent calls. The Call Store capacity can be easily extended using Networked storage devices which also have the benefit of providing a disaster recovery option since the Call Store can be rebuilt from the data stored on the networked storage If your requirement is to record your calls and only be able to replay them within a few days, weeks or months of them being recorded then you may not need archive capability. For example, a customer may have 20 recorded extensions and the average usage is 4 hours a day so the Call Store may, on average, hold the last 200 or so working days of calls. So if the customer just needs to record for Quality Monitoring purposes there seems to be no need for archiving. Any calls that are singled out for attention can easily be saved as a WAV file on the replay user s computer and if they need to be kept for longer they can then be written, for example, to a CD Why should I archive my calls? There are three main reasons for archiving calls: Business need Statutory requirement Avoiding data loss If the primary need is to extend the period over which recorded calls are kept then this is achieved by archiving the calls to a removable media, then storing this media in a safe place for a period of time at the end of which the media may be reused. Red Box Recorders 2008 Page 56 of 100

57 The period of time that the media is stored varies from customer to customer depending on their business practices. For example, Financial Service companies generally keep calls for a minimum of a year, but a legal or medical practice might feel that longer than this may be appropriate and a customer support operation may feel that just a month is long enough. Another reason for archiving is to avoid data loss. Common sense dictates that a call held in more than one place must be less susceptible to loss than a call held just in one place. This can be achieved by use of a networked storage and can be further enhanced if the storage is held at another location. The RBR2600 series recorder provides a Parallel archiving mode which further extends this concept by not only archiving the calls but also making an identical copy of the archive media, so archived calls could be stored both on-site for rapid access but also off-site for security I must archive my calls If you have decided that you must archive your calls to removable media then the archive mode must be chosen. Remember, if no archiving mode is chosen then the calls are deleted from the Call Store using an oldest first method. If an archiving mode is selected, this still happens but if the calls are not archived then the recorder will fill up and alarm, although this may take many weeks or months before there is a problem. You may choose to have just one archive drive fitted. Calls are archived to the media in this drive and during the times when the drive is not archiving (for example, when the media is full, when no media is in the drive or when the drive is being used for the replay of archived calls), the calls are still being recorded to the Call Store and will be archived to the drive when archiving is re-started. Choosing one drive is the right choice for users who infrequently replay from archive or do very little recording. Fitting two drives and using one drive for archiving and the other for replay purposes is also an option. Selecting one of the single drive archiving options allows archiving to take place on one drive only, whilst leaving the other drive free for replay or use in the event of primary archive drive failure. This has the added benefit that if another set of archived calls needs to be replayed, the archive drive can be used for replay also, giving more archive replay capability. Additionally, if the archive drive became faulty, the recorder can easily be re-configured to use the replay drive until the recorder is repaired, likewise if the replay drive failed, the archive drive can always be used for replay purposes. For many customers, the sequential archiving mode is ideal. In this mode, archiving takes place to each drive in turn. When the media in one drive becomes full, the other drive takes over archiving. The customer can then replace the full media at a convenient time, loading new media and putting the drive into standby ready to be used when the active media becomes full. This gives the customer confidence that the calls are always being archived and allows the recorder to be Red Box Recorders 2008 Page 57 of 100

58 left unattended for extended periods of time. The drive that is not being archived to can also be used for replay purposes. This mode maximises drive life, with each drive being used for only half of the time, minimises the time that the recorder is not archiving and maximises the unattended duration of the recorder whilst still allowing full replay capability because both drives can be used for replay. If you always require a duplicate copy of the archived media, choose parallel archiving mode. The downside of this mode is that archiving and replay from archive cannot take place concurrently, if one drive is stopped in order to replay from archive, the other drive stops I need to replay a lot of old calls Customers who do a lot of replay from archived media should choose a twoarchive drive configuration and avoid parallel archiving mode unless they also do very little recording What is Autocycle mode? Autocycle mode is included in the product primarily as a future-proof for a time when the capacity of the archive media exceeds that of the Call Store. Currently, the only customer benefit is that in this mode, when the media in a drive becomes full, it is automatically put into standby and recording takes over on the other drive. When this drive becomes full, archiving starts on the standby drive. Thus the recorder can be left unattended Should I choose DVD-RAM or Tape? There are three main factors affecting media choice: Capacity Cost Performance Currently the stated maximum native capacity of the DVD-RAM media and Tape media we offer are 4.7GB (per side) and 74GB respectively. Converting this into hours of uncompressed VoIP recording, we can get around 80 hours onto DVD- RAM and around 1200 hours onto tape. As can be seen from this, you are going to have to change your media more often if you use DVD-RAM than if you use tape. We recommended that customers who record more than 80 hours of calls a day should not use DVD- RAM although there is no technical impediment. The cost of the media is another important factor. Tape is traditionally less expensive than DVD-RAM although the cost of DVD-RAM media has dropped in recent times. The media life (stated by media manufacturers) is 30 years for both DVD-RAM and Tape and both can be heavily re-used. The handling and storage requirements for both media are also similar. Red Box Recorders 2008 Page 58 of 100

59 In the end it comes down to cost (DVD-RAM is more expensive per Gigabyte) and performance although if you are intending to record more than 80 hours per day, you should also consider the fact that you will be changing the DVD-RAM media more than once a day. In performance terms, DVD-RAM beats tape. Compared to DVD-RAM, the load and unload times are slower and most importantly the time taken to replay from archive is significantly slower. The typical replay times are: DVD-RAM is < 5s Tape < 60s These times change little for DVD-RAM but can vary enormously for tape because the recorder has to locate the call. This usually manifests itself in the form that it can take up to a minute to find a call but then replaying calls which are local to the first one on the tape is much quicker (usually just a few seconds). Your dealer / reseller should be able to advise you or if you still have queries please contact Red Box Recorders directly. Red Box Recorders 2008 Page 59 of 100

60 Configuration / Archiving To configure the archive mode select Configuration / Archiving. Figure 32 Configure Archive screen Field Options Description Archive Mode None Archive modes Drive 1 only Drive 2 only Autocycle Sequential Parallel Optimization Mode Maximum Performance (Standard) Maximum Resilience In maximum resilence mode, call data is written to the drive as soon as possible as it is being recorded. This can mean that even lightly loaded recorders can cause the DVD or Tape drive to be operating continuously causing a lot of wear and reducing drive and media life. Maximum performance mode is preferred because this improves drive life. Nearly Full Number field (75 to 99) This is the threshold value Red Box Recorders 2008 Page 60 of 100

61 Watermark Percentage Media Security Automatically Eject? Always Ask Option to overwrite from 1 month to 14 months (user defined) Never Overwrite Check box at which the recorder alerts the user to the fact that the media is becoming full. On lightly loaded recorders this can be set to higher values than heavily loaded ones. Use of this field can prevent media being reused if the calls on it are less than the age specified, thus allowing a rolling reuse strategy to be deployed. The Never Overwrite option prevents the media ever being overwritten. In cases where the media drive is behind a panel (i.e.in a rack mount) automatically ejecting the media may cause the drive door to hit the panel, causing it to reload. Deselecting this checkbox allows the media to be manually unloaded by physically pressing the unload button on the front of the drive Annotation Configuration Up to 2 fields in the recorder database can be created, sized and named in the configuration phase. Once the fields are created and defined, the information contained within them can be searched upon. It is important to note that only users with the Annotation privilege (see Configuration / Users section 3.1) can populate the fields. Note: It is possible to configure the annotation fields post installation, but it would be far better to make the business rules relating to them prior to installation so that they are utilised fully and correctly from the initial use of the recorder and relevant information for all calls to store is captured. Red Box Recorders 2008 Page 61 of 100

62 Select Configuration / Callstore to define the annotation fields at the bottom of the screen as follows: Figure 33 Configuration Callstore screen Annotation Database Fields detail Field Description Reference Field Checkbox to indicate this field is to be available for annotation use Field Name (Max 80) Free text field for naming of field on database Field Size (10-20) Number of characters permitted in the field ** Allow manual annotation Selecting this checkbox allows annotation using replay and record on demand applications Text Field Checkbox to indicate this field is to be available for annotation use Field Name (Max 80) Free text field for naming of field on database Field Size (50-260) Number of characters permitted in the field ** Allow manual annotation Selecting this checkbox allows annotation using replay and record on demand applications ** The reference field will always have fewer characters than the text field. The reference field could be used, for example, for the customer name, account number or a coded reference to the context of the call (i.e. Sales, New Lead, Technical Query, etc.) and the text field for the detail of the call, for example the actions required as a result of the call. If the conventions are adhered to by Red Box Recorders 2008 Page 62 of 100

63 users, it would then be possible to run a search on the Reference Field and organise any activities required as a result of the record made Multiple Recorder configuration It is possible to run recorders as parallel pairs. The advantages of doing this with 2 recorders is to create a 100% resilient system wherein if one recorder fails, the parallel recorder continues recording. The configuration is carried out using the Configuration / System page as detailed below: Selecting Parallel as the type of system that this recorder is part of activates the Recorder Type and Parallel Slave fields. If the Recorder Type is Master the IP address of the parallel slave to the master should be entered in the Parallel Slave field. The parallel pair of recorders must be identical (have the same hardware) any changes applied to the master configuration are sent to the slave. Both recorders record the same calls but the Slave recorder does not write any calls to its archive devices (either removable or networked). If the Master fails or the Slave loses contact with the Master then the Slave recorder archives calls from a period starting 2 hours prior to the failure (to guarantee an overlap). The slave continues to archive calls until it is told to resume standby (and can communicate with an error free Master) and then continues for a further 2 hours after that time before suspending archiving and entering standby once more. Red Box Recorders 2008 Page 63 of 100

64 3. Administrator Guide This section covers the regular administration tasks that should be carried out on your Red Box Recorder. It is assumed that you are familiar with general computing and networking terminology and that you understand the needs of your business and users in respect of the recorder Topics covered: User Management Control View Configuration Diagnostics Event Logs Export Settings Downloads Application support Upgrading the recorder Faults Automatic Call Deletion Search and Replay and personal user configuration is detailed in the User Guide, section 1. Initial configuration information is contained within the Configuration Guide, section 2. Red Box Recorders 2008 Page 64 of 100

65 3.1. User Management Creating a new user Users are created through Configuration / Users. The following screen is displayed Figure 34 Configure Users Screen The existing users on the recorder are listed. Red Box Recorders 2008 Page 65 of 100

66 To create a new user click. The following screen is displayed Figure 35 Create User screen Enter the new user name and create / confirm a password. (Users are advised to change their password on receipt. Section 1.2 in the user guide advises how this is done by the user). Field User Management System Configuration Description Enables the user to create, modify and delete other users (but not to modify or delete own user specification apart from password change) Enables the user to: Set the time out period for automatic logging off from the Red Box Recorder facility if an associated UIC is not used for the Red Box Recorder transactions within the specified period (note: the same specified period will apply to all UICs) To configure recording (i.e. which Red Box Recorders 2008 Page 66 of 100

67 Annotation Live Acquire Replay Replay Specific Option Replay Specific Option Data Media Management extensions are or are not to be recorded) To switch the Red Box Recorder on or off To display: o List of logged in users o Database details Specify the display language (English only at present) Allows the user to enter detail into the Annotation Fields defined by the administrator on set up. See section 2.12 Enables the user to Live Acquire calls on the recorder. See section 1.10 Used to define the user s replay constraints i.e. the permissions to replay recordings of calls which has been recorded at all, or of certain specified telephone extensions. None no replay permitted Specific Replay of specified calls permitted (to be defined in Replay Specific Option and Replay Specific Option Data fields) Replay All full replay permissions on all permitted extensions Use to specify the database field on which the permissions are to be granted Free text field to qualify the Replay Specific Option for example if Group is selected in Replay Specific Option field, this field is used to specify the Group name that is permitted to be replayed for example Sales East. Multiple text entries (i.e. user can replay some but not all extensions for example) should be entered with a comma delimiter between each value Defines the user s media management permissions none, ability to remove/replace tapes or full media capability. Event Log Access Defines which event logs the user can see none, all or just the user s own. The permissions granted to the user on set up can be amended subsequently according to the needs of the business. When the user has been set up click OK The new user will now be listed on the Configure Users screen. Red Box Recorders 2008 Page 67 of 100

68 Creating multiple new users In the initial stages of recorder use, it is conceivable that many users with the same permissions will need to be set up. Once the model user has been created it is possible to copy this user s settings to create more new users. From the Configuration / Users screen select the model user by clicking on the associated Select radio button and click Copy User. The Create User screen is displayed, with the permissions of the model user displayed but with the user name and password fields blank. The administrator then enters the new user name and password / confirms password and clicks OK Modifying a user To modify a user s permissions or change the user name or password select the user from the Configuration / Users screen by clicking on the associated Select radio button and click Modify User The Modify User screen will appear. Red Box Recorders 2008 Page 68 of 100

69 Figure 36 Modify User screen The user name, password and any other permissions can be changed as required. When the changes have been made, click OK Changes are dynamic and immediately effective Deleting a user Users are deleted directly from the Configuration / Users screen listing. To delete a user select them from the Configuration / Users screen by clicking on the associated Select radio button and click Delete User. A confirmation of the deletion will appear: Red Box Recorders 2008 Page 69 of 100

70 Click OK to confirm the deletion or Cancel to return to the user listing Control Functions The administrator can control archiving and the recorder through the Control menu Control / Archiving This will display the current state of the archive media and enable the administrator to eject either or both archive drives. Figure 37 Archiving Status screen The drives can be ejected by clicking on drive 1.. In this shot, there is no media in Red Box Recorders 2008 Page 70 of 100

71 Once the media has been ejected, the following options will appear on the Archive screen: Figure 38 Archive media unloaded screen The new buttons offer the following options. Button Description Unloads the media Overwrites media Load media for replay Recover archive Load media for duplication Red Box Recorders 2008 Page 71 of 100

72 Control / Recorder Select Shutdown or Restart depending on what is required and click APC Uninterruptible Power Supply (UPS) Support Enabled will ensure that a warning is displayed when the mains supply fails, and also when the UPS battery is about to become fully discharged, in which case the Red Box recorder will perform a proper shut down. If Disabled is chosen no warnings regarding mains failure or UPS battery discharge will be given. NOTE: This feature should only be enabled if an APC UPS is actually fitted to the recorder. Red Box Recorders 2008 Page 72 of 100

73 3.3. View Functions The administrator can obtain extensive information regarding the recorder, the calls and the users through the View menu functions View / Channel Activity This enables the administrator to determine which channels are currently being recorded and their current recording state. The maximum number of channels to monitor at any one time is 16, allowing the administrator to filter the channels being viewed from a potential list of hundreds. Select View / Channel Activity and click displayed:. The following screen is All channels available to the administrator would be shown in the Available Channels field. Highlighting the required channel(s) and clicking moves the channel(s) into the Channels to Monitor field. Removing channels from the Channels to Monitor field is done by selecting the channel(s) to be removed and clicking Red Box Recorders 2008 Page 73 of 100

74 Refresh activity display every XX seconds enables the administrator to specify how frequently the channel monitor page is redisplayed. The default is 10 seconds, but as few as 5 or as many as 60 seconds can be selected. The value selected is stored as part of the user s profile. NOTE: Setting this to a low value could cause the page to refresh before it has completed being drawn if the browser is on a slow link or the recorder is very heavily loaded. To view the channel activity, highlight the required channel and click following screen is displayed:. The If the channel was currently being recorded on a live call, the telephone symbol would be red, and clicking on the phone symbol would enable the administrator to Live Acquire the call. Clicking on the channel details box performs a search for the last call which, once found is then replayed View / Recorder Status This is available to all users and is detailed in section View / Logged in Users This enables the administrator to view which users are currently logged onto the recorder, their IP address and the time of their last activity. If the Replay Client field has an asterisk in it, this means that the user has used a replay client license in this particular log in session. If the administrator needs to log a user out of the recorder remotely, clicking on the user name will prompt the recorder to confirm that the user should be logged out. It is not possible to log oneself out using this screen. Red Box Recorders 2008 Page 74 of 100

75 View / Statistics The administrator has access to a wide range of statistical data organised on this screen. The statistics provide an indication of the systems workload and may also be useful when used alongside the diagnostics available on the recorder. The range that the statistics can be viewed over is 1 to 100 units (where units are minutes, hours, days or weeks) View / Version Information This is available to every user, and can also be viewed without being logged in to the recorder and provides version numbers of the various recorder components View / Database Details This shows the list of fields in the database, their data type, field length and their visibility View / Media List A list can be produced that shows the Media ID and the date and time of the first and last recorded calls on each piece of archive media. Therefore if an historical call is required, knowing the approximate date (and possibly time) of the call will enable the correct archive media to be retrieved by using this list as a guide. Red Box Recorders 2008 Page 75 of 100

76 3.4. Configuration The key configuration activity that must be carried out prior to a recorder being put into use is dealt with in Section 2 Configuration Guide. However, there are some other configuration issues that can be dealt with post installation Configuration / Interface The administrator can configure the login timeout period, the number of event log entries shown, the language (currently only English, but additional languages will be available) and the ability to download client applications Configuration / SNMP (Simple Network Managed Protocol) The Red Box Recorder can be configured to fire events to an SNMP client (such as HP OpenView) which can then forward warning messages to a system administrator via , SMS, pager etc. Select Configuration / SNMP. The following screen is displayed: Figure 39 Configure SNMP Screen Red Box Recorders 2008 Page 76 of 100

77 Contact Details Entering Contact Name and Location are optional fields allowing for further details to be added to the warning message, which will contain the originating recorder s IP address as standard. Neither field is mandatory, but the administrator may find it easier to identify a recorder by configuring these in the case of multiple recorders on site Trap Destinations The trap destination is the IP address and Community name of the machine on which the SNMP client is running. The address(es) need to be entered to enable the traps to be sent as alerts to the relevant person (usually the administrator). The third party software will need a MIB file to interpret the events and this is included on the release CD with the Red Box Recorder or is available from your dealer / reseller or Red Box Support Configuration / Time (Simple Network Time Protocol) Time is an important parameter in call recording, and it is critical that it is accurately maintained within the recorder. One option that can be purchased is the ability to synchronise the recorder to an SNTP Time Server. Selecting Configuration / Time will display the following screen: Red Box Recorders 2008 Page 77 of 100

78 Figure 40 Configure Time screen Time Synchronization Select SNTP in the Time Source drop down box. Enter the SNTP server that you wish to synchronise with (either by DNS lookup name or IP address). You may also select up to 3 redundant Time Server Locations. Click OK which will automatically update the SNTP server details and will execute an immediate synchronization. Click on to reset the SNTP without saving changes. Red Box Recorders 2008 Page 78 of 100

79 Configuration / Groups The channels on a recorder can be organised in a logical fashion by being linked together as a group. This will then allow groups of calls to be found in a search. For example, if a team is dedicated to a particular activity, the team channel names can be grouped (i.e. Spring Campaign) and searches carried out on the group name Spring Campaign which will return all calls made by members of that group, as opposed to having to remember which channel names comprised that group. Similarly it is possible to restrict user permissions to groups ensuring that a user can only access calls relating to the appropriate group. In order to configure groups it is important to ensure that all of the channels that are required to be included in the Group(s) are named as detailed in section 2.8. Note: It is possible to create groups based on physical channels rather than the Channel Name please refer to Red Box Recorders for support if this is required Create Groups Select Configuration / Groups and the following screen will be displayed, showing all available channels and any groups that have already been created, or show that none have been configured yet. Figure 41 Configure Group Members Screen Red Box Recorders 2008 Page 79 of 100

80 To create a new group click Configure Group Name Click Create Group and the Create Group screen is displayed. Enter the name of the new group and click OK displayed: the following screen is Further new groups can be created from this screen using Create Group Selecting the group name enables it to be modified using Modify Group Selecting the group name enables it to be deleted using Delete Group Add Channel Names to a Group To add channel names to the group select Return to Configure Group Members from the above screen, which redisplays the Configure Group Members screen. Red Box Recorders 2008 Page 80 of 100

81 Figure 42 Configure Group Members screen A list of groups that have been set up will be shown in the Group drop down list. Select the group that is to have the channel names added. The list of available channel names on the recorder is shown in the Available Group Members field on the right. Select the channel name(s) (using Ctrl key to select various non sequential names or Shift key to select a sequential block of names) to be added to the Members of Group field on the left. Add the channel name(s) by clicking Add to Group. The channel name(s) are now transferred to the Members of Group field. To remove name(s) from the group, select them in the Members of Group field and click Remove from Group Selecting a channel name for deletion by using Delete Group Member will remove the channel name from either field, but will not delete the channel from the recorder. If the deleted channel name is subsequently required, it will need to be added to the Available Group Members field again. This is done by clicking Add Group Members. The following screen is displayed: Red Box Recorders 2008 Page 81 of 100

82 Figure 43 Add Group Members screen Selecting From Channel Names and OK refreshes the channel names on the Configure Group Members screen and the deleted channel name should reappear in the Available Group Members field. Alternatively the channel name can be entered in the Named field by entering the correct channel name Configuration / Misc Settings Use the Enable No Calls Alarm checkbox to receive an alarm when no calls are being recorded. The No Calls Timeout field allows the administrator to specify what period of time may pass before the alert is sent. Note: It is unlikely that this would be set at less than 3 days, as alerts would be triggered over the weekend or holiday periods, however the timeout ranges from 1 to 999 and can be set to minutes, hours and days. Red Box Recorders 2008 Page 82 of 100

83 Configuration / Callstore (Callstore Location) The Red Box Recorder can be configured to store calls on either the C: drive (partition) or the D: drive (partition). This is configured through Configuration / Callstore. The following screen is displayed: Figure 44 Configure Callstore screen Calls and the associated database entries are stored on the selected drive. A re-start of the recorder is required before this setting change takes effect. Note: If this setting is changed after calls have been recorded then all existing recordings will be lost. Red Box Recorders 2008 Page 83 of 100

84 Configuration / Callstore (Aged Call Deletion) The Red Box Recorder can be configured to delete calls over a specified age. This is configured through Configuration / Callstore. Setting Aged Call Deletion to Enable then allows the administrator to specify the Max Call Age in days. All calls in the callstore that reach the specified age will then be deleted automatically by the recorder. Notes On Aged Call Deletion This feature enables the administrator to specify how long a call will be stored until it is deleted automatically. However if a call is archived before it reaches the Max Call Age it may be deleted through the archive process, and will not be available on the recorder, even though its max age has not been reached. This feature does not remove data from the removable archive media If a recorder is using Networked Storage then the calls will be removed from the Networked Storage. If the Networked Storage is rebuilt, it is possible for the call to re-appear. The call will quickly disappear again if the Aged Call Deletion feature is still enabled Diagnostics The recorder has 4 diagnostic features to choose from: Diagnostics / Prepare Diagnostic File The administrator will only need to access this when requested by Red Box Recorders support team or your dealer / reseller. A file is generated which will be sent to the Red Box Support team for analysis Diagnostics / Prepare Configuration File The administrator will only need to access this when requested by Red Box Recorders support team or your dealer / reseller. A file is generated which saves certain recorder settings for later use by the support team Red Box Recorders 2008 Page 84 of 100

85 Diagnostics / Manage Download File The administrator will only need to access this when requested by Red Box Recorders support team or your dealer / reseller. Certain files can be downloaded and deleted here with support guidance Diagnostics / Export Events The recorder generates a number of Events logs that give information relating to activities on the recorder. This event log can be exported as a.csv file for detailed analysis by the administrator or, more usually for sending to the dealer or support team for assistance with the analysis and fault finding. Selecting Diagnostics / Export Events generates the file which will appear, once uncompressed, similar to the following (in whichever program is used for viewing.csv files). 14:11: :24:38 14:11: :18:20 14:11: :48:15 User The user logged in from IP address admin User The user logged in from IP address admin Configuration The user attempted to configure Groups. admin Note: If the event log is a large one, it may take upwards of 2 minutes to export the file Event Logs Activities on the Red Box Recorder are recorded in the event logs. The event logs are separated into sections to allow a user to view the logs that are relevant to them, and to make them more easily accessible. All of the logs have the same configuration: Date & Time Type Event User Name Date & Time of the event occurrence Type of event configuration, alert, user etc Description of the event i.e. Group Member 'Admin North' was added to Group 'Sales Team'. If the event was generated by the Recorder the User Name is displayed as Recorder, otherwise the logged in user name is shown The types of event log available are: All the entire listing of the last 100 events on the recorder Fault Faults detected by the recorder are shown. For example the archive media is full, not enough files for network storage. If fault resolution is not obvious, the administrator should contact Red Box Recorders Support Team for assistance. Red Box Recorders 2008 Page 85 of 100

86 Configuration This log shows when configuration events have occurred and can perform an audit trail function. It is possible that a user with adequate permissions made a simple configuration change (i.e. move a block of channels from Always Record to Never Record) and the recorder then made lots of changes as a result of this. Alerts These are usually Recorder generated. They include events such as a user attempting to login with an incorrect password, or with an unrecognised user name. Alerts also give information regarding media nearing capacity and appear as warnings on the Recorder Status screen. User The user events show a log of the user trying to carry out an activity Where to get help In the event of any support issues your dealer / reseller should be the first point of contact. You can contact the Red Box Support team by at [email protected] if required. Red Box Recorders 2008 Page 86 of 100

87 3.7. User Settings User Settings / Export This screen enables the user to export call data as WAV files to a client PC or to third party applications for use in their processes to generate statistics or reports. Figure 45 Export Settings Screen Field Name None Export to File Export to CSI Agent Evaluation Show configuration Export to Other Explanation When this option is selected no Export buttons appear on search results pages for this user and no export functionality is available to them This option configures the recorder, for the logged in user, to output the audio for a call as a WAV file on the client PC when an export is requested. This option configures the recorder, for the logged in user, to output the audio for a call to the CSI Agent Evaluation application on the client PC when an export is requested. The associated Show Configuration check box determines whether the Export Options dialog is displayed allowing the user to select the WAV format for each export. If this box is clear the default (last used) format is used. See above This option configures the recorder, for the logged in user, Red Box Recorders 2008 Page 87 of 100

88 Field Name Show configuration Application Path: Select the Application Application Path: Parameters Explanation to output the details for a call to another application on the client PC, as configured below, when an export is requested. The two edit controls are used in association with the Export To Other option. These controls are only enabled if the Export To Other option is selected. The associated Show Configuration check box determines whether the Export Options dialog is displayed allowing the user to select the WAV format for each export. If this box is clear the default (last used) format is used. See above This allows the user to enter the path and filename of an external application or browse for it with the associated button. This allows the user to enter up to 4 parameters to be passed to the external application Downloading Client Applications Downloads This feature allows the user to have access to the latest associated applications. The downloadable applications currently available are: Label Printing Remote Monitor Replay and Export Applications Record on Demand To download an application select Downloads. A screen showing each of the above options is shown. Click on Download to commence the download of the application required. The download will then start and the administrator should follow the instructions on the screen Uninstallation procedure The Client Applications should only be removed through the standard Add/Remove programs function in the Control Panel Label Printing The label printing manual is available from your reseller or from Red Box Recorders Ltd. Please contact for a copy Remote Monitor The Remote Monitor application is a standalone application that runs on Windows machines. It enables the PC on which it is installed to display the current status of a Red Box Recorders 2008 Page 88 of 100

89 recorder, and also advises when there are changes in the status of the recorder ensuring that an administrator is advised of these changes wherever they are working, (provided that Remote Monitor is installed). Clicking on the Remote Monitor application icon on the desktop launches the application. First use of the application will demand configuration with the IP address of the Red Box Recorder through the following screen. Figure 46 Remote Monitor Configuration Screen Enter the IP address of the Red Box Recorder in the Address field and the name by which the recorder is known (if used) in the Name field. Monitor Interval is the poll frequency for the application status reporting. The default is 1 minute. The four check box options may also be used to change the default configuration: Field Name Popup on Status Change Message on Status OK Animate on Status change Sound on status change Description Each change in recorder status generates a popup on screen Each time the recorder status returns to OK a message box will confirm this on screen Each change in recorder status animates the Remote Monitor application icon in the system tray Each change in recorder status generates a sound Once the Remote Monitor application has been configured correctly, a green tick appears in the system tray. Red Box Recorders 2008 Page 89 of 100

90 There are 2 other icons that may appear in place of the green tick: Exclamation mark The recorder is still recording but requires attention Red Cross The recorder has a serious problem or cannot be contacted. To access recorder information from the Remote Monitor right click the mouse on the icon in the system tray. A short menu appears. The menu items are as follows: BUI Recorder Status This will open the recorder status window About This will open the about box for the recorder showing the copyright of the application and the version currently running Options This displays the configuration screen and enables changes to be made to the configuration of this Remote Monitor on the specific PC Exit This will exit this instance of the Remote Monitor application. To monitor more than one recorder using Remote Monitor this can be achieved by launching the application again from the desktop and entering the IP address and configuration details of the other recorder. If the PC on which Remote Monitor resides is shut down, restarting the PC will restart the application and it will revert to the last configuration Replay and Export Applications In order for a user to be able to use the replay application on the recorder this download must have been made on the user s PC Record on Demand If Record on Demand (RoD) has been purchased the application should be downloaded onto the PCs of those users who are to use it. Once the download and installation has been carried out on a PC, two activities have to take place the configuration of the user s channel on the recorder by the administrator to allow RoD, and the set up of RoD on the user s PC Configuration / Recording (Record on Demand) Devices (usually phones) that are known to the recorder can be either set to be recorded or never recorded using the Configure Recording page. From this page the devices can also be enabled for Record on Demand (RoD). Regardless of whether a Device is currently enabled to be recorded it can be configured for RoD. The Device can be set to an initial default state to either Record or Discard calls unless commanded otherwise; so for example a device Red Box Recorders 2008 Page 90 of 100

91 could be configured to discard by default and therefore all calls that would be recorded on that Device are discarded. It is possible to set any number of Devices for RoD. Devices that are not set for RoD cannot be controlled using the RoD commands or applications, so if it is felt that a Device may be used for RoD in the future, but for now is to be blanket recorded then configuring it for RoD but with the default state of Record would be a good idea How RoD Works It can be conceptualised that at the end of a call, if the Device is set to Discard its calls, the call is then deleted and is never archived to removable media or written to Networked Storage. Once a call has been discarded it can never be recovered or replayed. If a Device is set to Record its calls, the call ends and is kept in the recorders database and archived to any removable media and written to any Network Storage devices as normal. During the call, if the Device is set to discard its calls, the call cannot be found in a search however, any user with permission to Live Acquire (monitor) the Device can still listen in. It is possible to change the RoD state from Record to Discard and visa versa at any time but the decision to keep or discard the call is only made at the point that the call ends, or in the case of long calls, when it is split by the recorder after 30 minutes. When using RoD the archive process behaves in a slightly modified manner. If any call is being recorded on a Device that is configured for RoD, the call is not archived until the call ends (or is split by the recorder). This is to prevent any part of call that is to be possibly discarded being written to removable media. This also has the effect of not using up archive media by writing data that can never be found and replayed. The same is true of Network Storage, the data is not written until the state of all the calls represented by the data is known Licensing and RoD To use RoD, the feature must be licensed. The license can be obtained either at the point that the recorder is purchased or as an upgrade at any time. Recording licenses work in an identical manner regardless of whether a device is enabled for RoD. This is an important consideration especially when using a Roving recording licensing mode. Red Box Recorders 2008 Page 91 of 100

92 Configuration / Recording (to configure RoD) To configure RoD select Configuration / Recording and click on Configure Record on Demand. The following screen is displayed Figure 47 Configure Record on Demand screen The list of Available Devices is used to populate the Record on Demand field by selecting the device and using: Move to Record on Demand list to Record Calls or Move to Record on Demand list to Discard Calls Removes the device from the Record on Demand list Refreshes both lists following movement activity Returns to Configure Recording That completes the configuration on the recorder and the download of the client and configuration applications must now be carried out. Red Box Recorders 2008 Page 92 of 100

93 Download of Record on Demand To download RoD select Downloads and click on the download button Figure 48 Download Record on Demand You will then be taken through the installation process. Red Box Recorders 2008 Page 93 of 100

94 Installation Options Choose the run option when prompted, to initiate the installation. The following options will then be presented Figure 49 RoD Installation Options Option Name Record on Demand Configuration application Optional Free-Seating components Automatic Channel naming by Windows Login name Description Select to install the configuration application on the desktop Components of RoD that are optionally installed. These can be changed post install if required The windows login component ensures that the channel name on the recorder is set to the current user ID used to log into windows itself on the workstation. When the component is invoked by the application, no user interface is presented to the user; the channel name change is automatic. This component is only invoked on start-up and when the user changes the channel; it is not possible to invoke this component by double-clicking the username in the control dialogue. Red Box Recorders 2008 Page 94 of 100

95 Manual channel naming by Free Text Entry Manual Channel naming by Recorder User Name Manual Channel naming by Agent Selection Record on Demand Client application Start Record on Demand automatically at Windows start up Channel name is set to text entered by the user. The free text component allows the user to change the name to anything they specify; the entered name is not checked or validated. Channel name is set to a user ID on the recorder, chosen by the user. The recorder user component allows the user to change the channel name to match the user ID of any user configured in the recorder, provided that they also provide the valid password assigned to that user. Channel name is set to an agent name selected from a list of agents on the recorder by the user. The Agent selection component allows the user to change the channel name to that of any agent configured on the recorder by selecting the name from a list of all configured agents Select to install the client application on the PC Selecting this option will ensure that RoD is automatically started when Windows is started up. Red Box Recorders 2008 Page 95 of 100

96 Configuration of RoD on the Desktop Double clicking on the Configuration icon on the desktop makes the following setup dialog box appear Figure 50 RoD Setup Dialog box The record IP address should be entered and the username and password set on the recorder of the person who will use the RoD function. Click on Next> The following box appears which will offer a list of all of the channels available for RoD on the selected recorder, based on the earlier configuration exercise (see Only channels available to the user entered in Figure 50 RoD Setup Dialog box are shown. Figure 51 Channel selection dialog box Once a channel is selected click Next> Red Box Recorders 2008 Page 96 of 100

97 The following screen is displayed Figure 52 Default Channel State selection The default channel state is set during configuration of RoD on the PC. The default channel state is not used for controlling an individual call but is the default activity for each call on the channel. If the Allow the user to change the default channel state checkbox remains unchecked, the user has no control over whether calls are kept or discarded by default, and will only have control over individual calls as they are completed. The two possible default channel states are: - Discard Calls if this default channel state is selected the control dialog allows the user to select whether the current call only is recorded. By default all calls are discarded. When a call ends it is kept only if the user has opted to record that call by using the Keep Call button on the Control screen. - Keep Calls if this default channel state is selected the control dialog allows the user to select whether the current call only is discarded. By default all calls are recorded. When a call ends it is discarded only if the user has opted to discard that call by using the Discard Call button on the Control screen. The RoD Client application queries the recorder for current state of the channel. If the current state of the channel on the recorder is Record the Keep calls option will be ticked. If the current state of the channel is Discard the Discard Calls option will be ticked. On the user s PC click on the RoD icon on the desktop. The Setup dialogue box appears. Enter the IP address of the recorder in the Custom field. Enter the administrator user name and password and click OK. From the drop down list select the channel name of the user. This will be stored by default as the RoD setting until it is changed. Red Box Recorders 2008 Page 97 of 100

98 The RoD icon is now in the system tray and if it is displayed red it is currently recording all calls and if it is displayed black it is currently discarding all calls. The user can toggle between recording and discarding by double clicking on the icon to generate the control box and clicking on the record or discard button displayed. Note: 2 key things relating to RoD are: The administrator controls who has RoD enabled through the Configuration / Recording / Configure RoD settings The user should know that even if they are discarding calls, another user with requisite permissions can still listen to their calls using Live Acquire Licensing and System Upgrades Licensing The Red Box Recorder system is designed to enable customers to purchase licenses for the components that they need. The components and capabilities of the system are licensed with respect to the following: Which specific PPs (Internet switches) are useable with the Recorder The number of recording channels The number of concurrent replay clients The number of archiving devices Whether extension-to-extension recording is to be supported Whether SNTP is enabled Whether Label Printing is enabled Whether Network Storage is supported Whether Replay to Phone is supported Whether Record on Demand is supported. Whether Call Authentication is visible. Red Box Recorders 2008 Page 98 of 100

99 3.14. System Upgrades It is probable that an organisation will want to enhance the capabilities of the Red Box Recorder over time. The system and associated license can be upgraded to achieve this and to enable the organisation to take advantage of new features which Red Box Recorders may introduce from time to time in response to user needs and market trends Configuration / Licensing Upon the purchase of a new license, the administrator should: select Configuration / Licensing Enter the license/upgrade key supplied Click OK to process the new license. The recorder may issue a message that the recorder requires a restart, in which case a restart is necessary before ALL of the entered features take effect. New license codes that simply increases the number of VoIP recording channels or change the number of Replay clients do not require that the recorder is restarted Software Upgrades Software upgrades are inevitable as Red Box Recorders are continually improving their products. Upgrading is easy and consists mainly of obtaining the appropriate RBR upgrade file (from your authorised dealer / reseller or from Red Box Recorders directly) and then proceeding as follows: 1. Copy the RBR file to a location that is accessible by the machine that the User Interface is running on. 2. Chose the Configuration/Software option. 3. In the File to Upload text box insert the name of the RBR file complete with its full path or alternatively find it using the Browse button. 4. Select the Upload button 5. The file transfer status will give an indication that the file is being uploaded. 6. Once the upload completes, the screen will be updated to include the message The file Release xx.rbr has been uploaded or similar. 7. The uploaded file will appear in select software update to prepare:. Select from the drop down box the file you wish to apply and press the Prepare Software Update button. 8. Once the Prepare Software Update has been selected a new screen displays the release note information for the selected update. You must check to ensure these Red Box Recorders 2008 Page 99 of 100

100 requirements are desirable before continuing, by selecting the Perform Software Update button. If for any reason you do not wish to proceed with the update you can cancel by clicking on the Abort Software Update button. 9. The third section of the Configuration / Software screen is the Empty Uploads Directory button which enables the administrator to clear the uploads d i r Note: It is important that you ensure all other users are logged out of the esystem prior to performing a software upgrade. c t Caution: Choosing to update the software will result in the user interface olosing contact with the recorder. The process of upgrading includes r stopping the recorder, applying the upgrades and then restarting the yrecorder this may take quite a while to perform. During this process access to the recorder will be temporarily lost as the software is replaced. You should be prepared to leave the Recorder for at least 10 minutes and then log in as usual. Red Box Recorders 2008 Page 100 of 100