This dcument describes hw t install CallRex 4.3. It cvers the fllwing: CallRex 4.3 Cmpnents. Server Prerequisites. Perfrming the Installatin. Changing the Accunt Used by CallRex Services. Trubleshting. CallRex 4.3 Cmpnents A CallRex 4.3 installatin cnsists f these cmpnents: The CallRex Data Service - a central service that manages SQL database access and client cnnectins. A Micrsft SQL Server 2005 r 2008 database is typically installed n the same server as the CallRex Data Service. The CallRex Client sftware is installed int an Internet Infrmatin Services (IIS) website n the same server as the CallRex Data Service. When a user cnnects t this website via a web brwser, the CallRex Client sftware gets dwnladed t their cmputer. The CallRex Client sftware can run n any current versin f Windws r Mac OS X n which the Micrsft Silverlight 4.0 runtime envirnment has been installed. If Silverlight is nt already installed n yur machine, yu are prmpted t install it the first time yu run the CallRex Client applicatin. The fllwing web brwsers are supprted: Micrsft Internet Explrer 6 r higher. FireFx 2 r higher. Apple Safari 3 r higher. Ggle Chrme. The CallRex Call Recrding Service can be installed n the same server as the CallRex Data Service, and is typically als installed at remte sites that als require call recrding. CRIG-42-4-0112 1
Server Prerequisites Befre installing the CallRex 4.3 services yu must install Micrsft Message Queuing (MSMQ) n all servers (including the ne that will hst the CallRex Data Service and any hsting the CallRex Call Recrding Service). T install MSMQ under Windws XP r 2003: 1. In Cntrl Panel, pen Add r Remve Prgrams. 2. Click Add/Remve Windws Cmpnents. 3. Select Applicatin Server, and then click Details. 4. Select the Message Queuing check bx. T install MSMQ under newer versins f Windws: 1. In Cntrl Panel, pen Prgrams. 2. Click Turn Windws features n r ff. 3. Expand the bx fr Micrsft Message Queue (MSMQ) Server. 4. Select the Micrsft Message Queue (MSMQ) Server Cre check bx. Server Running CallRex Data Service On the server hsting the CallRex Data Service yu must als install the Internet Infrmatin Services (IIS). This is required t hst the CallRex Client applicatin s website. T install IIS under Windws XP r 2003: 1. In Cntrl Panel, pen Add r Remve Prgrams. 2. Click Add/Remve Windws Cmpnents. 3. Select Applicatin Server, and then click Details. 4. Select the Internet Infrmatin Services (IIS) check bx. T install IIS under newer versins f Windws: 1. Frm the Server Manager, select Rles in the left hand navigatin bar 2. Click Add Rles 3. Fllw the steps in the Setup wizard by clicking Next. 4. In the Select Server Rles dialg bx, select Web Server (IIS) frm the Rles listed, leave the default ptins unchanged, and click Next. 5. Click Next until yu cmplete the installatin. Server Running CallRex Call Recrding Service Befre installing n the server hsting the CallRex Call Recrding Service yu must ensure that prt mirrring has been cnfigured prperly n the netwrk switch and that the required netwrk packets are being delivered t the CallRex Server. Yu can check this by installing and running Wireshark (http://www.wireshark.rg) and cnfirming the presence f RTP packets. Yu must als ensure that any required Cmputer Telephny Interface (CTI) cmpnents have been installed and cnfigured befre installing the CallRex Call Recrding Service. CTI cmpnents are PBX-specific: Fr ShreTel integratins, ShreTel TAPI is required. Yu can cnfirm that TAPI is wrking by running Micrsft Dialer (available in all Windws installatins) and cnfirming that the extensins t be recrded shw up in the device list. 2 CRIG-42-4-0112
Fr Mitel integratins, the Mitel MiTAI interface is required. Yu can cnfirm that MiTAI is wrking by running the MiTAI Extensin Test Tl. Fr all ther PBX integratins, CTI events are captured using the prt-mirrr n the netwrk switch. Perfrming the Installatin T install CallRex, yu must be lgged in as a system administratr. Yu must first install the Primary Server which runs the CallRex Data Service and CallRex Client fllwed by the Call Recrding Servers. Installing the Primary Server T install the Primary Server: 1. Micrsft SQL Server 2005 r later is required. If yu d nt already have SQL Server, yu can install Micrsft s free Express editin by running the setup prgram in the Micrsft SQL Server Express directry. 2. Run the setup prgram in the CallRex Data Service directry. 3. Open a web brwser and navigate t http://lcalhst/callrex. If prmpted, install Micrsft Silverlight. Installing Call Recrding Servers Yu must install the CallRex 4.x Call Recrding Service n each Call Recrding Server (Data Cllectr), including the ne running the CallRex Data Service. On each Call Recrding Server: 1. Install the CallRex Call Recrding Service. Yu need t prvide the fllwing infrmatin: Data service address. The hstname r IP address f the cmputer running the CallRex Data Service. Packet capture adapter. The friendly name given t the netwrking adapter that receives packets frm the netwrk. Fr example, Lcal Area Cnnectin. Messaging adapter. The friendly name given t the netwrking adapter that cmmunicates with the CallRex Data Service. Fr example, Lcal Area Cnnectin 2 2. Rebt the server. Changing the Accunt Used by CallRex Services When CallRex is installed its services (CallRex Call Recrding Service and CallRex Data Service) are cnfigured t run using the Lcal System accunt, which has full permissins. Hwever, fr better security the services shuld run frm their wn service accunt, which has nly the permissins they require. Yur rganizatin's security requirements will dictate which accunt runs the CallRex services. Yu must cnfigure a custm service accunt befre yu enable recrding encryptin. T be PCI-cmpliant, Callrex services must als be run as an accunt with a passwrd cmpsed f CRIG-42-4-0112 3
tw parts, each held by a different persn, with neither knwing the ther's half. When an accunt is created, ne persn enters their half f the passwrd, and then the ther persn enters theirs. T Change the Service Accunt: 1. In Cntrl Panel, select Administrative Tls and then duble-click Services. 2. In the Services windw, duble-click a Callrex service t display its prperties. 3. On the Lg On tab, select This accunt, enter the name f the accunt the service shuld run as, its passwrd, cnfirm the passwrd, and then click OK. CallRex Data Service Requirements The accunt that runs the Callrex Data Service needs t have a URL reservatin fr the fllwing URL namespaces: http://+:8002/ http://+:8003/ http://+:8004/ http://+:8005/ http://+:8007/ Yu can grant these using the netsh cmmand. Fr example: netsh http add urlacl url=http://+:8002/ user=domain\username The accunt als needs t be added as a user at the database hsting the telrex35 database. This user must: be enabled fr Windws Authenticatin. have server rles public and sysadm. have a mapping t the database Telrex35. be granted permissin t cnnect t the database engine and enabled fr lgin. be granted full cntrl n the private lcal MSMQ named callrexdurabledataservicequeue. CallRex Call Recrding Service Requirements The accunt that runs the Callrex Call Recrding Service needs: a URL reservatin fr the URL namespace http://+:8006/. full cntrl ver: any directries where it accumulates recrdings; fr example C:\PrgramData\CallRex\LcalStrage. the directry where it is installed; fr example C:\Prgram Files (x86)\callrex\callrecrding. the Telrex registry key and its subkeys. On a 32 bit system this key is: HKEY_LOCAL_MACHINE\SOFTWARE\Telrex n a 64 bit system the key is: HKEY_LOCAL_MACHINE\SOFTWARE\\Ww6432Nde\Telrex. 4 CRIG-42-4-0112
Trubleshting This sectin describes prblems yu may encunter while installing and cnfiguring CallRex 4.3, and hw t slve them. Installatin Prblems Prblem When installing the CallRex client, the fllwing message is displayed: "The installer was interrupted befre CallRex Client 4.3 culd be installed. Yu need t restart the client again". Slutin Befre installing the CallRex client, yu must ensure that the server running the CallRex Data Service has IIS installed, as described in Server Running CallRex Data Service n page 2. Cnfiguratin Prblems Prblem Firewall Cnfiguratin One f the first things t check when experiencing prblems after installatin is the firewall cnfiguratin. Licensing Calls Nt Recrding Recrdings Searchable but Cannt be Replayed Slutin The CallRex Data service needs t be able t accept cnnectins n prts 80, 8002, 8003, 8004, 8007, 943, and 4530. The CallRex Call Recrding Service needs t be able t accept cnnectins n prts: 8005, 8006, 943, 4533, and 4531. Make sure that yur CallRex system can reach prt 80 n the server updates.telrex.cm. If yu try t access updates.telrex.cm frm a web brwser n the cmputer hsting the CallRex Data service, and yu see a Directry listing denied message, yu shuld be able t license the sftware. Cmmn reasns that licensing des nt wrk are: Yu have an HTTP prxy that requires a passwrd r user accunt t access the public internet. The machine is n a netwrk that is nt cnnected t the public internet. The mst cmmn reasn fr Calls Nt Recrding is prt mirrring prblems. Hw t check this is described belw. This is almst always due t the servers nt being reslvable by name frm client machines. The slutin is t add an address verride value in the recrding services cnfiguratin. Calls Nt Recrding If calls are nt being recrded: 1. Cnfirm that the CallRex Users are cnfigured prperly. a. Click Administratin > Licensing, and cnfirm that yur Call Recrding license is installed and valid. b. Click Administratin > Services, and cnfirm that the Call Recrding service has been: Set t the crrect PBX type Cntacted within the last 10 minutes. c. Cnfirm that the User wh is nt recrding: Has a Call Recrding license assigned Is assigned t the crrect Call Recrding service. Has an endpint IP address matching the IP address assigned t their phne. Make nte f the User s endpint IP address fr use in step 7. CRIG-42-4-0112 5
2. Ensure that yur prt mirrr is plugged int the crrect Ethernet adapter n the switch. 3. Use the CallRex CrCnfig.exe utility t ensure that the Call Recrding service is cnfigured t use the Ethernet adapter. 4. If it is nt already installed, dwnlad and install Wireshark (http://www.wireshark.rg). 5. Run Wireshark and click Capture > Interfaces. 6. In the Capture Interfaces dialg bx, click Optins fr the netwrk interface receiving data frm the prt mirrr. 7. In the Capture Optins dialg bx, type hst fllwed by a space and then the IP address f the phne that is nt recrding int the Capture Filter bx. Fr example: "hst 192.168.1.120" 8. Click Start. 9. Make a test call using a phne that is nt recrding. 10. Click Capture > Stp. 11. In the upper pane f the Wireshark main windw, lk fr RTP (audi) packets. If necessary, yu can enter rtp in the Filter bx t make this task easier (smetimes Wireshark mis-labels the packets). If yu see RTP packets, prt mirrring is wrking. Prceed t step 12. If yu cannt see any RTP packets: a. Enter udp in the Filter bx. b. Select a listed packet (it may be mis-labeled). c. In the middle pane, select User Datagram Prtcl. d. Lk at the bttm pane. If the hexadecimal byte value immediately after the highlighted byte is 80, the packet is actually an RTP packet. If the packet is RTP, in the tp pane, right-click the selected packet, select Decde As, then select RTP frm the list. If the packet is nt RTP, try anther. If n RTP packets are listed, there is a prblem with the prt mirrr. Checking the prt mirrr is beynd the scpe f this dcument. 12. If RTP packets are present, cnfirm the cdec they are using: a. Select an RTP packet. b. In the middle pane, expand Real-Time Transprt Prtcl. c. Scrll dwn t the Paylad Type. CallRex supprts these paylad types: G.711 PCMU, G.711 PCMA, G.729, and G.722. Upgrade Prblems Smetimes yu cannt uninstall the ld CallRex 3.7/3.9 services because they d nt shw up in the list f applicatins t uninstall. T slve this prblem, lg int the windws accunt that riginally installed the CallRex services (ften the administratr accunt n the lcal machine) and then uninstall the sftware. 6 CRIG-42-4-0112
Terms f Use Any sftware ( Sftware ) that is made available by Enghuse Interactive Inc. ( Enghuse ), tgether with any User Dcumentatin ( User Dcumentatin ) is the cpyrighted wrk f Enghuse. Use f the Sftware is gverned by the terms f a Master Purchase Agreement, End User License Agreement, r similar sftware license agreement ("License Agreement"). End users are nt legally authrized t install any Sftware that is accmpanied by r includes a License Agreement unless he r she first agrees t the License Agreement terms. The Sftware is made available fr installatin slely fr use by users accrding t the License Agreement. Any reprductin r redistributin f the Sftware nt in accrdance with the License Agreement is expressly prhibited by law and may result in severe civil and criminal penalties. Vilatrs will be prsecuted t the maximum extent pssible. WITHOUT LIMITING THE FOREGOING, COPYING OR REPRODUCTION OF THE SOFTWARE TO ANY OTHER SERVER OR LOCATION FOR FURTHER REPRODUCTION OR REDISTRIBUTION IS EXPRESSLY PROHIBITED, UNLESS SUCH REPRODUCTION OR REDISTRIBUTION IS EXPRESSLY PERMITTED BY THE LICENSE AGREEMENT ACCOMPANYING SUCH SOFTWARE. THE SOFTWARE IS WARRANTED, IF AT ALL, ONLY ACCORDING TO THE TERMS OF THE LICENSE AGREEMENT. ENGHOUSE HEREBY DISCLAIMS ALL OTHER NON- EXPRESS WARRANTIES AND CONDITIONS WITH REGARD TO THE SOFTWARE, INCLUDING ALL IMPLIED WARRANTIES AND CONDITIONS OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON- INFRINGEMENT. Enghuse grants a nnexclusive license t custmer fr use f the User Dcumentatin. The User Dcumentatin cntains cpyrighted and ther prprietary materials. By accepting the User Dcumentatin, recipients agree that they will nt transmit, reprduce, r make available t any external third-party this User Dcumentatin r any infrmatin cntained herein. Cpying, reverse-engineering, r reselling any part f the Sftware r User Dcumentatin is strictly prhibited. The infrmatin cntained in the User Dcumentatin furnished by Enghuse is based n the mst accurate infrmatin available at the time f printing. N representatin r warranty is made by Enghuse as t the accuracy r cmpleteness f such infrmatin r any nging bligatin t update such infrmatin. Enghuse reserves the right t change the infrmatin cntained in this dcument withut ntice. Registered Trademarks Syntellect, Viyager, MediaVice, Aprps, Envx, Cntinuum, Envx CT ADE, Envx CT Cnnect, Dynamic Applicatin Discvery, Interactin Vault, and Vistaview. CRIG-42-4-0112 7