Algo CCR2050 Call Recorder

Transcription

1 Algo CCR2050 Call Recorder Call Recording Software for Nortel IP Softphone 2050 USER GUIDE CCR2050 V1.0 Algo Communication Products Ltd. Tel: Toll-free (USA & Canada): EMEA, CALA, APAC Support: Document #: DCSW6050UG-06

2 Table of Contents Introduction and Overview System Requirements Main Program Interfaces CCR2050 Dock CCR2050 Call Viewer Getting Started Installation Network Firewall CCR2050 Dock Interface Active and Archived Call Sections Icons and Buttons Active Call Section Archived Call Records Section Skins Buttons & Icons Detailed Summary Dock View Settings Dock Placement on PC Desktop Dock Opacity Setting Dock Startup CCR2050 Call Viewer Interface Main Tool Bar Application Windows Call List View Call Statistics View Call Finder View Using the Menu Bar File Menu Call Organization and Management Edit Menu Editing Call Records View Menu Display Selection Tools Menu Administration and Options Call Record Slider Related Products Algo 4900 USB Analog Terminal Adapter Algo 1127 Visual Alerter Contact Information DCSW6050UG-05 i

3 Introduction and Overview Algo s CCR2050 provides personal desktop recording for users of Nortel s IP Softphone 2050 Version 2, and Versions 3.1 to 3.3. (Note that Version 3.4 is not supported). Like other Algo desktop call recording products, call records can be retrieved for playback and , commented, searched, and sorted via an easy-to-use yet powerful software interface. Whether on the road, at home, or in the office, important conversations, conference calls, or business transactions can be recorded for accuracy and verification. Call records are stored directly on the client PC and do not traverse the network, thereby preserving security of Nortel s enterprise class IP Softphone. Call recording using the IP Softphone 2050 requires installation of Algo s CCR2050 software on the client PC, and setting the option in the 2050 (Version 2) to enable call recording. When the CCR2050 is active, a docking station will match the user s skin selected for the 2050, enabling real-time monitoring of the recording application. For users with analog or digital telephones in the home or office, Algo also offers a variety of products for desktop recording and multi-station small enterprise applications. System Requirements Nortel IP Softphone 2050 Version 2, or Version 3.1 to 3.3. Note that Version 3.0 and 3.4 are not supported. CCR2050 Software Main Program Interfaces The CCR2050 program is comprised of two main parts: 1. CCR2050 Dock 2. CCR2050 Call Viewer CCR2050 Dock The CCR2050 Dock provides a simple, compact, and flexible user interface for the program that is designed to work on the PC desktop alongside the IP Softphone 2050 Interface. The Dock View is available in three different sets of skins to match the skins available with the IP Softphone For information on using the Dock View, please refer to CCR2050 Dock Interface on page 5. CCR2050 Call Viewer The CCR2050 Call Viewer is the full-featured interface for the program. For detailed information, please refer to CCR2050 Call Viewer Interface on page 11. DCSW6050UG-06 1

4 Getting Started Installation The CCR2050 Call Recorder is available for download from Algo s website. Step 1 - Save the CCR2050 Install File to the PC To save the CCR2050 Install File to your PC, click the download link from the page that was provided to you. Then click "Run" to download and run the Install file. Step 2 - Confirm Running the CCR2050 Install File Once the download is complete, a confirmation window will be displayed. Click "Run" to open up the Setup Wizard. Step 3 - Follow the Setup Wizard Click "Next" to continue, then follow the instructions in the Setup Wizard. DCSW6050UG-06 2

5 Step 4 - Enter CCR2050 Serial Number When installing the application, you will be required to enter the serial number you received by from Algo. If you did not receive a serial number, please call Algo Support at (USA and Canada) or (604) Step 5- Reboot your PC It is recommended that you restart your computer after installation. To do this, select Yes, then click Finish. Step 6- Allow Call Recording from the IP Softphone 2050 In the Nortel IP Softphone 2050 Software, go to File, Settings and make sure that the two first boxes under the personal call recording menu are ticked. Step 7- Close and Restart the IP Softphone 2050 Choose File, Exit from the IP Softphone 2050 application, then restart the program. The CCR2050 program is now ready for use. DCSW6050UG-06 3

6 Network Firewall The CCR2050 processes employ TCP/IP (Internet) technology to communicate with each other. Although this communication only occurs within the computer/machine boundary, some third party firewall software might incorrectly flag that these processes want to access the internet. In these cases, simply allow these processes: ECCR_Admin.exe ECCR_Agent.exe ECCR_CCR2050.exe ECCR_CCR2050Dock.exe ECCR_i2050Recorder.exe ECCR_Server.exe When prompted, allow these programs to have internet access and check, Do not ask again or Remember this setting to store this configuration. DCSW6050UG-06 4

7 CCR2050 Dock Interface The CCR2050 Dock provides a convenient interface for initiating basic call recording functions and for reviewing recent call records. The Dock View can be accessed from the System Tray icon and/or started by default when the Softphone is opened (refer to Dock Startup on page 10). For more in-depth call recording functionality, the CCR2050 Call Viewer is provided (refer to page 11). Active and Archived Call Sections There are two main sections for each maximized dock interface: The Active Call section, and the Archived Call Records section. Active Call Section Archived Call Records Section DCSW6050UG-06 5

8 Icons and Buttons Active Call Section Settings Open CCR2050 Call Viewer Call Duration Timer Call Recording Status Light Recording Mode Indicator (Automatic Mode) Add Comment Text Box (for Active Call) Recording Mode Indicator (Manual Mode) Save Call (active when current call is not recording) About Minimize/Maximize Dock Exit Voice Waveform Add Comment Archived Call Records Section Call Record Date & Time Call Record Set Display Text Call Record Comment Call Record Duration Call Type (Incoming/Outgoing/ Missed Calls) Call Record Protection Status (Protected/Unprotected) Scroll through Call Records Play/Pause Selected Call Record Stop Call Record Playback Call Record Slider Selected Call Record Delete Selected Call Record Save As for Selected Call Record Protect/Unprotect Call Record Edit Set Display Text Edit Comment DCSW6050UG-06 6

9 Skins Name Maximize Dock View Minimized Dock Views Default 1140 Skin Black Silver DCSW6050UG-06 7

10 Buttons & Icons Detailed Summary Element Name Description Open CCR2050 Opens the CCR2050 Window Call Viewer Settings Configure Dock View settings Maximize / Minimize Exit Call Recording Indicator Recording Mode Indicator (Automatic Mode) Recording Mode Indicator (Manual Mode) Add Comments Toggles between maximized and minimized Dock windows Exits the Dock View window Indicates when call recording is in progress. Flashing red indicates recording. Continuous grey color indicates no recording Indicates Call Recording Mode set to Automatic (record all calls) Indicates Call Recording Mode set to Manual (record on demand only) Add Comments to Active Call Record Save Call Saves current call (or unsaved previous call) when clicked. Button only displays in Manual Recording mode during an active call - or when there is an unsaved previous call. selected call record Edit Comments Edit text comments of selected call record Edit Set Display Edit Set Display of selected call record Protect Unprotect Save As Protects a selected call record from being accidentally or automatically deleted Disables the Protect Feature of selected call record Save selected call record to a Windows Media (.wma) or.wav file DCSW6050UG-06 8

11 Element Name Description Delete Deletes selected call record Play / Pause Plays or pauses the selected call record Stop Stops the playback of selected call record Call Record Slider Shows progress of Call Record playback. Slider can be dragged directly to any part of call record once playback has begun DCSW6050UG-06 9

12 Dock View Settings Dock Placement on PC Desktop The CCR2050 Dock can be attached to the IP Softphone 2050 Interface - or can be set for free movement anywhere on the PC desktop. Attachment options available are Bottom, Left, and Right. Choose Free to allow the Dock to be moved independently of the Softphone interface. To do this, click on a border portion of the Dock View (not over a control!), then drag the window to the desired location. Dock Opacity Setting The CCR2050 Dock can be set to various levels of opacity (or transparency). This can be helpful, for example, if you would like to minimize distractions on the PC desktop. Dock Startup The Dock View can be set to display automatically every time the IP Softphone 2050 is started. If the Automatic Start function is left unchecked, the Dock View will not display until it is started manually. DCSW6050UG-06 10

13 CCR2050 Call Viewer Interface The CCR2050 Call Viewer interface provides indepth call recording and call record management functionality. The interface can be displayed by selecting Start>Programs>Algo Recorder Software>CCR2050. The program can also be accessed by right-clicking on the system tray recording icon, then choosing Open CCR2050 Call Viewer, or by clicking the Open CCR2050 icon in the Dock View (refer to Buttons & Icons Detailed Summary on page 8). Main Tool Bar The Tool Bar is located directly under the Menu Bar. It is comprised of a series of icons that provide shortcuts to frequently used functions. All Tool Bar functions are also selectable under the <Edit> pull down menu. Table 1: CCR2050 Window Tool Bar Icon Name Description Use your default program to send a selected call record as an attachment. Note: In order to use this feature, a MAPI compliant program must be installed. Microsoft Outlook and Outlook Express are configured correctly by default, however Netscape requires the MAPI option to be selected in the program setup. Text comments can be added in real-time while a call is being recorded. Up to a maximum of 200 characters is permitted. DCSW6050UG-06 11

14 Table 1: CCR2050 Window Tool Bar Icon Name Description Assists in finding a particular call record within the currently listed calls. Deletes selected call records. The DEL key on the keyboard may be used as well. Protects a call record from being accidentally or automatically deleted. Disables the Protect feature. Application Windows There are three main views in the CCR2050 Call Viewer Interface. Clicking on the related icon in the main Tool Bar can access these windows. The Call List View is the default view each time the software is opened. Select the view you want by clicking on the icon for the view in the Tool Bar. All views are also selectable under the <View> pull down menu. Call List View Call Statistics View Call Finder View DCSW6050UG-06 12

15 Call List View The Call List View provides details of the current phone status, and a list of recent call records. By default, the list will show the last 100 calls. The Call List View will show the following information about each call: Start Time - Timestamp of the call record beginning Duration - The length of time the phone conversation was recorded Set Display - Shows information that appeared in the IP Softphone 2050 window during the call Comments - Field available to attach any comments to help identify the call Type - Identify the call as Incoming, Outgoing, or Missed Call Interface Controls Click on any of the column headings to sort the data accordingly. To listen to a particular call, double click on any of the call records, or select the call record and click on the play arrow button at the bottom of the screen. To use any of the Tool Bar functions (e.g. ), click on the desired call record and then select the appropriate Tool Bar icon. To choose more than one call record, press the Control Key and then select other call records. DCSW6050UG-06 13

16 Call Statistics View The Call Statistics View Window provides a summary of statistical information on the call database. The Call Statistics View will show the following information: Number of incoming calls Number of outgoing calls Number of missed calls Number of imported calls Total number of calls Longest call Shortest call Oldest call Average call duration DCSW6050UG-06 14

17 Call Finder View The Call Finder View Window is a search tool that allows a detailed search of all call records. Searches can be performed by any combination of the following: Date: select date for Calls from and Calls to. Comments: click the Comments checkbox and type in text to search the Comments Field for. Set display: click the Set Display checkbox and type in text to search the Set Display Field for. Length of call: click the Calls longer than checkbox and select hours/minutes/seconds or click the Calls shorter than checkbox and select hours/minutes/seconds. Call type: select Incoming, Outgoing, Imported or Missed Calls. Using the Menu Bar The Menu Bar is the first line at the top of each window. It shows File, Edit, View, Tools and Help. Clicking on a menu item shows a list of functions available under the item. File Menu Call Organization and Management Save As Save a call record to disk outside the Software (i.e. to a floppy disk or network drive). Copy Copy one or multiple call records to another location. Import Files Import individual call records or import all call records from a directory. Exit - Close the application window. The Recorder software application will still be running in the background. Calls will still be recorded. DCSW6050UG-06 15

18 Edit Menu Editing Call Records This menu contains many of the same commands as are found in the toolbar. See Main Tool Bar on page 11 for more details on each feature. View Menu Display Selection See Application Windows on page 12 for a full description of window views. Tools Menu Administration and Options The options available in the Tools menu are: Recording System Commands Export Data to Excel Repair Database Options Recording System Commands Allows control of the recording system. It may be necessary to restart recording in some cases for certain new settings to take effect. Export Data to Excel Exports information contained in tables within the current window to Microsoft Excel. Call records and call statistics can be easily exported for logging and review. DCSW6050UG-06 16

19 Repair Database Allows reconstruction of the Call Record database if some call records have been deleted manually, corrupted or added manually from outside of the CCR2050 software. Options Recording Mode The recorder can be set to record calls automatically, or to record only when prompted by the user. When set to Automatic Record, all calls will be saved (with the exception of any calls that have been filtered - see page 20). When set to Manual Record, calls will only be saved if the user presses the Save Call button (on the Call Viewer or Dock) or the Keyboard HotKey. Automatic Gain Control (AGC) Automatic Gain Control is a feature which automatically and selectively increases the power of audio signals in order to improve the clarity of recorded calls. For example, if the audio level drops under a threshold, then the volume will be amplified to a normal level. Typically, this control should be left ON however it can be turned OFF if the automatic operation is not desired. DCSW6050UG-06 17

20 Warning Tone You can enable (On) or disable (Off) a regular beep tone during call recording. The purpose of such a tone is to provide a reminder that recording is taking place. Note: With the IP Softphone 2050 Release 2 Build 228, the beep tone will only be heard on the near end. Follow-on versions will generate the tone on both the near and far ends. Audio Recording Call Recording can be set to 2-way audio (default setting) or 1-Way Audio (Receive only). Encoding This section allows the audio quality to be adjusted by changing the encoding profile for the WMA recording format. Best Audio Quality provides for clearer audio, but with higher disk and CPU usage. Best Audio Compression provides a balance between audio quality and compression level. It is also the most CPU efficient. Call List Select the number of calls or days and hours that a call record will be displayed. For example, if the option for 10 days is selected, the Call List view will only display call records from the last 10 days (other calls may still be accessed using the Call Finder). Hot Keys In Manual Record Mode, the Keyboard HotKey will save the entire conversation when pressed. In Automatic Record mode, the Keyboard HotKey sets the Protect flag for the record. Click the Enable Keyboard Save Key checkbox to enable the hotkey. Note: The Software application must be the active application in Windows at the time the keyboard key is pressed in order for it to have effect. DCSW6050UG-06 18

21 Automatic Delete These settings allow for configuration of call storage limits. Limit Call Database By Limits the storage of call records based on Number of Days, Number of Calls or Disk Space. No Limit saves all calls until available storage is exhausted. Call Deletion Mode This setting selects how the software handles deleted records. When set to Permanent, any deleted record (Manually deleted, or by the Limit Call Storage above) is permanently deleted and cannot be recovered. The To Recycle Bin setting moves all deleted records to the recycling bin in Windows. Call Storage This screen allows users to set or change the directory where call records are stored. The default storage directory is C:\Program Files\Algo\Data\ Note: The CCR2050 Call Recorder will create its database folder structure inside the selected folder for call record storage. This is done following a naming convention of year-month (i.e..\domain\stn001\200512\ ) Network Drive Windows User Access In order to select a mapped drive as the root of the call storage directory, you will have to enter the Windows User Login information of the currently logged in user. DCSW6050UG-06 19

22 Filter Calls The Filter Calls Pattern feature allows the user to define up to ten different phone numbers or alphanumeric text which will be compared to the Set Display information during a call. If any one of these patterns is found within the Set Display during a call, the recorder will NOT, by default, save the call record. Manual call recording, however, can still be invoked. The Filter Call feature may be used to avoid recording of data calls such as when a modem shares the same phone line. Another typical application is to filter personal calls such as from a home telephone. Missed Calls Enables capturing of missed calls. It may be desirable to disable capturing of missed calls where multiple phones ring on an incoming call, as this would generate excessive missed call logs. Detection delay can be adjusted to match the ring cadence of the phone system used. Adjust the detection delay if missed calls are generating multiple records. The Enable signature display option allows for the user s standard Microsoft Outlook signature to be included when they Call Records directly from the CCR2050 Software. If multiple signatures are defined in Microsoft Outlook, select the one you would like to use. The Display Algo Recorded message allows the option to include or remove this text when you Call Records from the CCR2050 Software. DCSW6050UG-06 20

23 Date Format Time/Date format can be changed from the Time Format pull down. System Tray Icon Removes the Recorder icon from the system tray. Allows user to reduce system tray clutter and improve performance. Log Level Allows the level of logs generated by the Client Call Recorder to be modified. Should be left at Normal Call Record Slider Select a call record to play back. To begin the playback, double click on the file or press the play button on the playback toolbar shown above. To pause playback of a call record, press the pause button on the playback toolbar. To stop playback of a call record, press the stop button on the playback toolbar. The slide bar will start shifting from left to right. The slider can be dragged to a desired location within a call record for call record playback. Call records can also be played outside the CCR2050 Call Recorder. Windows Media Player 9.0 or above is required to play back audio files with WMA compression. DCSW6050UG-06 21

24 Related Products Algo 4900 USB Analog Terminal Adapter Designed to work exclusively with the Nortel IP Softphone 2050, the Algo 4900 USB ATA costeffectively enables the use of a regular analog telephone, a cordless telephone, an analog trunk port, or a fax machine and is a great productivity enhancement for mobile or home-based professionals. Algo 1127 Visual Alerter A desktop or mountable visual alerter for message waiting and ring indication. Designed to be visible from all angles. Available in red, green, and blue. Algo Communication Products Ltd. is a leading developer of call recording, visual and audible alerting, security intercom, doorphone, and specialty handset solutions compatible with Nortel and other telecom technologies. For a complete list of Algo products, please visit Contact Information Algo Communication Products Ltd Beedie Street, Burnaby, BC V5J 5L2 Canada Sales & Support: (Toll-free USA & Canada) [email protected] [email protected] DCSW , January 21, 2010 Copyright 2010 Algo Communication Products Ltd. All rights reserved. Algo is a registered trademark of Algo Communication Products Ltd. All other trademarks are the property of their respective owners. DCSW6050UG-06 22