ADMINISTRATION & USAGE GUIDE SHORETEL CALL RECORDER ShoreTel Professional Services

ADMINISTRATION & USAGE GUIDE SHORETEL CALL RECORDER ShoreTel Professional Services ` Upgrade Notice In general, any ShoreTel Call Recorder Application upgrade requires uninstalling the current version and installing the new version of the Call Recorder program(s). All existing settings and recording files will be persevered through the updates with exceptions listed below. Customers upgrading to Call Recorder version 3.0.0 or later from a prior version may need to modify their recording profile settings as follows: Extension ranges can now include non-station extensions. When version 3.0.0 or later is run on a ShoreTel server running ShoreTel software version 12.1 or later, extension ranges will include ALL extensions in that range. These could include Workgroups, route points, etc. and more than likely would not properly reflect the original record profile s intent. If needed, the fix is to create multiple ranges representing only station extensions or select the specific extensions that represent stations. See Extensions and Extension Ranges to Record section below for details. The client save/no save setting has been moved out of the Save Settings so the save/no save setting for pre-3.0.0 record profiles will default to not allowing users to control saving after the update. The fix is to restore the original setting in the new equivalent setting in the post-3.0.0 record profile dialog s Client Settings pane. Customers running ShoreTel Call Recorder 3.0.0 or later who upgrade their ShoreTel system from pre-st12.1 to ST12.1 or higher may start recording on ALL extension types since extension ranges will include ALL extensions in those ranges as described above. Please note if the ShoreTel software on the server machine is to be upgraded, the best course of action is to first stop the call recorder service and disable it from running automatically. When the upgrade is fully completed and any system restarts have been performed, start the call recorder service and set the Startup type back to Automatic. ShoreTel Call Recorder Copyright 2011 ShoreTel Inc. Page 1 of 100

Introduction The ShoreTel Call Recorder Application is composed of 4 separately installed software programs. They are: The Call Recorder Service The Call Recorder Administration Utility The Call Recorder Client The Call Recorder Web Player The Call Recorder Service program (aka the record server) is a Microsoft Windows service. Record server instances run on the customer s ShoreTel headquarters (HQ) and/or application (DVS) servers and through the configuration of Record Profiles, can automatically record calls persistently or non-persistently and then place copies of the resulting recordings in potentially multiple file system locations and/or inject recordings into one or more ShoreTel voice mail boxes. For non-persistent recording, a call can be recorded while connected to an extension and the recording ends upon call disconnect or call transfer. For persistent recording, a call can be recorded persistently through call transfers such that all connections of the call are recorded into a single contiguous file till call disconnect. For both persistent and non-persistent recording, recording can be initiated on user extensions or on the following system extensions: Auto Attendants Workgroups Hunt groups Voice mail Route points Note that persistent recording and recording of system extensions require ShoreTel Call Recorder 3.0.0 or higher and ShoreTel 12.1 or higher. The Call Recorder Administration Utility program (aka the admin) is provided to allow you to configure the record server(s). It can be installed on the same PC as a record server and/or on any Windows PC that can access the record server(s) via a local area network. The admin can configure the overall operation of any record server as well as any record profiles configured for each record server. The ShoreTel Recorder Client program (aka the client) is an optional Windows tray application that allows users to pause and resume recording of the calls on which they are connected and also control a save/no save decision when the calls terminate. Both of these capabilities are enabled through the admin program as part of the recording profiles and if enabled are controlled by the users via the client. The ShoreTel Call Recorder Web Player program (aka the player), first available in version 2.0.0, allows users to locate, listen to, download and delete their recordings. The player can play back recordings via a user s sound card using the Apple QuickTime player or via the phone. Use of the player is optional. If the primary goal of using the record server is to create seldomly accessed recording archives then customers may not want to install the player. The player works with major browsers on Windows and Mac machines. ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 2 of 100

Key Deployment Considerations Single server versus distributed, multiple server deployment? The common practice is to create a single server deployment, as in Figure 1, with the record server, record admin and optional record player programs on the ShoreTel Headquarters server or one DVS server. Single server setup and ongoing maintenance is simple as the record service, player service and the resulting recording files are all locally administered via the record admin. However, if recording will take place in various sites across the system, a distributed, multi-server deployment, as in Figure 2, might be needed to distribute media resource loading and decrease the WAN streaming load imposed by having all calls recorded on a single ShoreTel server. Multiple copies of the record server can be strategically installed to achieve the optimal balance. CR Service, CR Admin, & Web Player CR Client & CR Client & CR Web Playback Web Client Playback & Web Playback Figure 1. Single server deployment Figure 2. Multiple server deployment deployment Authorization, Credentials/Accounts required? Starting with Call Recorder Version 3.0.0, the single server installation is simplified and defaults to associating the call recorder server with the predefined Local System account. For distributed, multi-server deployment with the record player, it is recommended that a domain login account with administrator access to all of the record servers and the record player be created for the record server(s) and the player. Enable Persistent Recordings? Persistent recording is designed to record external calls end-to-end through call transfer(s) until call disconnect. Non-persistent recording records external calls only up to call transfer or call disconnect. So ShoreTel Contact Center, Workgroup, and Hunt group customers or customers with cross-departmental operations may find that persistent recording better serves their business process and meets their voice archival requirements. The table below highlights some key tradeoffs between the two settings. Please reference other sections within this document for more details. Persistent Recording Non-persistent Recording Record through call transfer(s) Persistent Recording records through call transfer(s) in one recording file. Non-persistent recording stops at call transfer. Recording profiles Persistent recording profiles, once Non-persistent recording profiles apply to ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 3 of 100

travel with the call Multiple recording profiles UserName and UserExtension if used in Folder and File Templates Separate recording for transferred-to extensions System COS configuration Record Other s Calls initiated, will travel with the call transfer(s) and apply to and always record on all extensions involved. Persistent recording profiles only work with other recording profile(s) which are persistent and initiated at the same extension. It overrides all other recording profiles. Persistent Recording uses the first calling or called station s user properties as the UserName and UserExtension. All subsequent transferred-to extensions properties will not be applied. There is no separate recording for the second and subsequent transferred-to extensions. All sections of call transfers in an external call are embedded in one recording file. Persistent Recording once initiated will always record any extension involved in the call regardless of its COS setting the first extension matched by a given recording profile. Recordings stop at call transfer or call disconnect. Non-persistent recording can co-exist with any other recording profile targeting the same extension. Non-persistent recording uses the targeted calling or called station s user properties as the UserName and UserExtension. Transferred calls are always recorded as new inbound calls and in new recording files if allowed by recoding profiles. Non-persistent Recording is subject to the COS control Deploy web player? The optional web player enables platform independent file management and recording playback on phones and computers. It s a great tool to facilitate regular business process reviews. However if the primary objective is to create infrequently accessed recording archives then customers may choose to simply locate recording files using standard Windows File Manager and play them with the media player of their choice. Deploy desktop clients? The call recorder client program allows users to control, if enabled, pause/resume and save/no save of recording files. This dynamic client control is on a per call and as needed basis so for example, clients may pause/resume the recording to omit sensitive data from recordings or save/no save recordings to comply with regulations. Customers should review their industry regulations and business processes to decide whether to install the client software on their user machines, as well as what user controls to enable in appropriate recording profiles. Archiving considerations Organization is essential for any archive that seeks to provide easy retrieval and detailed classification. For business communication voice archives, the ShoreTel Call Recorder Application provides all the tools needed for users to define the automatically constructed archiving system to fit their business processes. Customers should carefully review their business operations and configure the recording storage accordingly to determine whether to store recordings in ShoreTel VoiceMail or in the file system or both, and to define the From and Subject fields for e-mails and the storage path, folder and file names for the file system. Over time, the selfconstructed hierarchy will then provide clear organization and easy identification of recorded files that best suits their management requirements. ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 4 of 100

Finally, customers should consider whether archive back-up is needed and which file format is the most efficient for the archives. ShoreTel Call Recorder does not provide any backup/restore capability. It is assumed that customers will leverage 3 rd party tools to achieve as necessary. ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 5 of 100

Table of Contents Upgrade Notice... 1 Introduction... 2 Key Deployment Considerations... 3 Features... 11 Limitations and Capacity... 12 External Calls Only... 12 Record Server Route Point Capacity... 12 Interoperation with ad hoc user based (Communicator) Recording... 12 Persistent and Non Persistent Recording Interaction... 12 ShoreTel Voice Mail Box Limitations... 13 Software Requirements... 14 Deployment Strategies... 15 Single Headquarters Server Deployment... 15 Single Application/DVM Server Deployment... 15 Multiple Record Servers Deployment... 15 Installation Prerequisites... 16 Create a Login Account for the Record Server and Player... 16 Create a Route Point for each Record Server... 16 Create a Surrogate Extension for each Record Server... 17 Configuration of the Surrogate Extension Telephony Class of Service... 18 Create the Player Route Point... 18 Create the Player IIS Application Pool... 19 Create ShoreTel Call Recorder Player IIS Application Pool for Windows server 2003 32 bit... 19 Create ShoreTel Call Recorder Player IIS Application Pool for Windows server 2008 32 bit and 64 bit... 23 Configure Stations to Allow Recording... 25 Recording Storage Folders and Shares... 25 Call Recorder Service Installation... 27 Configure the Service Account Credentials... 28 Record Admin Installation... 30 Player Installation... 31 ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 6 of 100

Configure the Player IIS Settings... 32 Player Logging... 37 Record Client Installation... 39 Record Server Configuration... 40 Server Logging... 40 Record Server Settings Configuration... 41 Administration Utility... 43 Initial Configuration... 43 Admin Main Window... 43 Add...... 44 Edit...... 45 Settings...... 45 Refresh... 45 Admin Server Dialog... 46 Server Settings Tab... 46 Recording Profiles Tab... 49 Delete...... 50 Add, Copy, and Edit... 50 Recording Profile Dialog... 50 Name... 51 Enabled... 51 Extensions and Extension Ranges to Record... 52 Delete... 52 Extensions...... 52 Extension or Range... 53 Add... 54 Record Filter...... 54 Schedule Enabled... 54 Schedule...... 54 Percentage of calls to record... 54 Persistent Recording... 54 Silent Record... 54 Customer stop record key... 55 Client Settings... 55 Clients can control save/no save... 55 Save initially enabled... 55 Clients can control pause/resume... 55 Save Filter...... 55 Storage Settings... 56 Save as file... 56 File Settings...... 56 Player Settings...... 56 Save as voice mail... 56 Voice Mail Settings...... 56 ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 7 of 100

Save and Close... 56 Save... 56 Close... 56 Record Filter Dialog... 57 Call Direction... 57 Record Inbound Calls... 58 Record Outbound Calls... 58 Filter by Connected ID... 58 Delete... 58 Number or Number Prefix... 58 Add... 58 Record callers who are NOT in the list... 58 Record calls with empty connected IDs... 58 Filter by Call Property... 59 Call Property Name... 59 Call Property Value... 59 Filter by Group (Inbound calls only)... 59 Delete...... 60 ECC/RPs...... 60 Work...... 60 Hunt... 60 Extension or Range... 60 Add... 60 Filter by DNIS ID (Inbound calls only)... 60 Delete...... 61 DNIS ID... 61 Add... 61 OK... 61 Cancel... 61 Schedule Dialog... 61 Schedule... 62 Day... 62 Time... 62 Active... 63 Add... 63 Delete... 63 Save Filter Dialog... 63 Filter by Call Property... 63 Call Property Name... 63 Call Property Value... 64 File Settings Dialog... 64 Unique File Names... 65 File Storage Path... 65 Store in sub folder based on record profile s name... 65 Folder Template... 66 Add >>... 66 << Remove... 67 Up... 67 Down... 67 ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 8 of 100

File Template... 67 Add >>... 68 << Remove... 68 Up... 68 Down... 68 Example... 68 Full Path Example... 69 Player Settings Dialog... 70 Users can view and listen to recordings... 71 Restrict view to UserExtension or UserExtensionName folder and below... 71 Users can delete files... 71 Administrative Users who can view and Delete... 71 Administrative Users who can only view... 71 Note regarding user access to persistent recordings... 71 Voice Mail Settings Dialog... 72 Voice Mail Box... 73 Save voice mails in each user's mailbox... 73 Save voice mails in a specific mailbox... 73 Mailbox... 73 From Template (Note: Only the first 21 characters of the formed string are used)... 73 Add >>... 74 << Remove... 74 Up... 74 Down... 74 Example... 74 Add >>... 75 << Remove... 75 Up... 75 Down... 75 Example... 75 Show examples with sample data instead of variable names... 75 Template Variables... 76 Call Recorder Client... 79 Overview... 79 Pause/Resume... 79 Save/No Save... 79 Initial Configuration... 80 The Tray Icon... 80 The Context Menu... 81 Save or No Save... 81 Pause or Resume... 81 Open...... 82 Client s Main Window Buttons and Icon Status... 82 Log Level... 84 Clear Log... 84 Settings...... 84 ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 9 of 100

Settings Dialog... 84 Don't save recordings to or from these numbers... 85 Left mouse tray icon actions... 85 Phone... 85 Auto-start client when user logs into Windows... 86 Log Low level CTI activity... 86 Exit... 86 Call Recorder Web Player... 87 Login... 87 Main Screen... 90 Top Controls... 90 Filter... 90 QuickTime or Phone Player Controls... 91 Folders View Pane... 91 Grid View Pane... 93 Grid View Data Columns... 93 Grid View Control Columns... 93 Grid View Navigation Controls... 96 Controlling Playback... 96 Playback using the Embedded QuickTime Player... 96 Playback using the Popup Media Player with Firefox... 97 Playback using the User s Phone... 98 Refresh the Folders and Files... 99 Linking to the Call Recorder Player... 99 ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 10 of 100

Features The ShoreTel Call Recorder supports many powerful and flexible features including: The ability to record a single call for multiple purposes and then save the recording to multiple file system locations and/or inject the recording into multiple ShoreTel voice mail boxes. Easy configuration via the rich admin program allowing the user to create and modify the record profiles that determine which calls are recorded and when. Record Profiles include a list of user and system extensions to be considered for recording. Which calls are actually selected for recording is based on the record profile's record filter. A record filter can base the decision on one or more of the following: The connected ID (the caller or called number) A specific ShoreTel Call property set to a specific value or to any value For inbound calls, the DNIS ID associated with the call For inbound calls, the group extension that transferred the call to the station Record profiles support optional weekly schedules that control when recording is active. Record profiles support persistent and non-persistent recordings. Persistent recording continues through call transfers and call redirects to always record every extension involved in the call until the call is hung up and has the end-to-end recording in a single file. Non-persistent recording automatically stops when a call is transferred or redirected or hangs up. Record profiles support a percentage of calls to record setting that allow a subset of calls to actually be recorded. Record profiles control the client program settings by enabling or disabling record client users to pause/resume and save/no save the recordings for calls being recorded by the profiles. Record profiles support a save filter which is consulted when a recording completes. If enabled then the recording is saved or discarded based on the presence or specific value of a ShoreTel call property. Record profiles can save recordings in a specific folder and file name in the file system. Various pieces of information associated with the call and the record profile name can be used to construct the folder hierarchy and file name, essentially allowing for a classification/cataloguing system to be set up in advance (thus facilitating later identification and retrieval of recordings.) When recordings are saved to the file system, the optional player program can be used to allow users and administrators to find, listen to, download and, if enabled, delete recordings. Record servers can also optionally save recordings to one or more designated ShoreTel voice mail boxes. Various pieces of information associated with a call can be used to construct the "From" and "Subject" texts for voice mails. No matter how many record profiles cause a call to be recorded, a given record server only makes one recording of a call. All decisions about where to copy the resulting file or insert the recording into voice mail box(s) are performed when the recording completes. If desired, the client program can be deployed to allow users to pause and resume recording and/or request that recordings of a specific call should not be retained when the call completes. ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 11 of 100

Limitations and Capacity External Calls Only Record servers can only record external calls. Internal calls (station to station) cannot be recorded. Record Server Route Point Capacity A record server can theoretically handle all the extensions for which calls should be automatically recorded. However, a given route point may not have the capacity to simultaneously record all stations at the same time. Microsoft Windows has a hard limit of around 250 active media streams per server but typically the actual number available for use is less due to processor loading and other factors. Specifically, all uses of media such as auto attendant, Workgroup queue messaging, voice mail, and others will consume a media stream. Therefore, if the Call Recorder is run on, for example, a ShoreTel Headquarters server, the maximum number of calls that could be recorded would be less than 250. Interoperation with ad hoc user based (Communicator) Recording This record server records calls by invoking the built in call recording capability of the ShoreTel phone system. This interface only allows one application to be recording a specific call at any given time. ShoreTel will fail application requests to record a call if another application is already recording the call. This means that a call recorded by this application cannot be recorded at the same time by a user of the ShoreTel Communicator software. Because this application usually starts recording a call as soon as it connects or might already be recording in the case of a transferred call that is being persistently recorded it will generally respond faster than a person. The one case where this might not be true would be for outbound external calls where the server has been configured to wait for the far end to connect before starting to record. Because Communicator allows recording as soon as the call has connected to the trunk, it is possible that a Communicator user could beat the Call Recorder with the result that the Call Recorder would fail trying to record the call. Another manifestation of this issue is if multiple record servers are deployed and they are configured to record the same call(s). If this is the case then one will succeed and the other will fail. In general, administrators should take care when configuring call profiles on multiple record servers that they don t end up having two servers target the same call for recording. Persistent and Non Persistent Recording Interaction For similar reasons as given above, while a given record server can capture a given call on behalf of multiple record profiles, these profiles must all be the same type (all persistent or all non-persistent) and in the case of persistent recordings must all start recording on the same extension. If, for example, a call is being persistently recorded and the call is then transferred to a user, any recording profile targeting the call on the user s extension (persistent or non-persistent) would not be allowed and an appropriate warning would be written to the server log file. The only way to determine that a recording failed is to note the lack of expected recordings and then examine the log to understand the cause. Persistent Recording File Storage Persistent call recording file, if to be saved, will be saved with the call properties related to the first user extension the call is recorded on. For example, if a record profile initiates persistent recording on a route point for an external call, and the call is then transferred to an agent and then further transferred to a supervisor before the call disconnects, the resulting call recording file, if to be saved using the user properties, will be ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 12 of 100

saved using the properties of the agent who first handled the call. There will be no additional copy saved for other users or system extensions in the call. For more details on how the user properties, i.e., User Extension and User Name, are used in the file storage structures and file names, especially in the abandoned call scenario, please refer to File Settings Dialog section and Folder Template and File Template sections below. Persistent Recording and Telephony Class of Service (COS) Persistent recording initiated on an extension or continued to a transferred-to station will override the station s Telephony Class of Service settings of Record Other s Calls. Persistent recording, once initiated, will always record on extensions involved in the call regardless if the extensions COS Record Other s Calls is set to Allow Initiation or not. Refer to Configure Stations to Allow Recording section below for details. Persistent Recording Profile and Transferred-to Extension Persistent recording, once initiated, will continue recording on transferred-to extension(s) through call transfer(s) regardless if the transferred-to extension(s) is included in the Extensions and Extension Ranges in the recording profiles. Client Settings in the persistent recording profiles apply to the transferred-to extensions. ShoreTel Voice Mail Box Limitations Depending on how a record server's call profiles are configured, the server may inject one or more copies of a given recording into various ShoreTel voice mail boxes. Voice mail boxes are limited with respect to the maximum number of voice mail messages that they can store. This limit is configurable in ShoreTel Director based on the Incoming Max. Messages (0-500) setting for a user's user group-based voice mail permissions class of service. As a result, the maximum size mailbox that can be configured is 500 messages. ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 13 of 100

Software Requirements Each instance of the Call Recorder server must be installed on the ShoreTel headquarters (HQ) or a ShoreTel application server (DVS). The Call Recorder requires ShoreTel Version 7.5 or later. If users wish to be able to insert recordings into ShoreTel voice mail boxes then they must be running ShoreTel version 8.1 or later. If they plan to save recordings to voice mail boxes but the ShoreTel server that the Recorder server is running on is earlier than ShoreTel 8.1 then these attempts will fail and the only indication of the failure will be in the application's log file. If users wish to be able to do Persistent recording and/or initiate recording on system extension types besides user stations, then they must be running ShoreTel Call Recorder 3.0.0 or higher on ShoreTel version 12.1 or higher. The admin program can be installed on any Microsoft Windows machine with network access to the Record Server(s) that it will manage. If the player program is to be installed, it must be installed on a ShoreTel server, either the Headquarters server or an application server (DVS). Note that unlike the Call Recorder server, customers will only install one instance of the player. The player can be installed on a ShoreTel server where a record server is also installed but can also be installed on a separate ShoreTel server. If the client program is installed it requires access to the ShoreTel phone interface (TAPI). Before ShoreTel 13, the TAPI interface is automatically installed as part of installing the ShoreTel Communicator application. Starting from ShoreTel 13, the user will be prompted to install the ShoreTel TAPI Service Provider if it is not already installed on the machine. Refer to the Call Recorder Client Installation section for details. The user installing the applications must have administrative rights to the machine and must install the record server, admin, player and/or clients as an administrator. The record server, admin, player and client programs all require the Microsoft.NET 2.0 framework. If this software has not been previously installed, the ShoreTel-provided installation programs will prompt the user to install it from the Microsoft web site. ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 14 of 100

Deployment Strategies In order to both distribute media resource loading and decrease the WAN streaming load imposed by having all calls recorded on a single ShoreTel server, multiple copies of the record server can be installed. Record servers can be distributed one per ShoreTel application server/dvs and one on the ShoreTel Headquarters server such that each handles recordings for local users. Each record server uses a dedicated ShoreTel route point configured for its use. While a call is being recorded, data will stream from the trunk used to connect a caller to this route point which will be hosted on the same machine where the Record Server is running. Single Headquarters Server Deployment A simple deployment would involve installation of one instance of the record server on the customer s ShoreTel Headquarters server. The admin could be installed on the same server and/or administrators work stations. If the player is to be used then it can also be installed on the customer s Headquarters server. If the client is to be used then it would be installed on each user s workstation that needs it. Single Application/DVM Server Deployment A variation of the Headquarters Server deployment is to instead install the record server and optionally the player on a separately configured ShoreTel Application/DVS Server. The options are the same, the only difference being that the DVS server is devoted to running the record server and won t load down the customer s Headquarters server or compete with other ShoreTel applications for route point wave devices (see the Limitations and Capacity section above.) Multiple Record Servers Deployment This deployment installs multiple record servers each on its own ShoreTel server (one of which could be the Headquarters server) and the player either on one of the servers hosting record servers or on its own server. One or more copies of the admin can be installed as needed to allow administrators to configure the various record servers. ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 15 of 100

Installation Prerequisites Before you install any of the ShoreTel Call Recorder components you will need some preparation. Create a Login Account for the Record Server and Player Starting with version 3.0.0, the call recorder defaults to installing the call recorder server to the Local System account. This simplifies the local system installation. For distributed system installation where multiple record servers will be installed and used in conjunction with the record player, it is recommended that a domain login account with administrator access to all of the record servers and the record player be created and the record server(s) and player should both be configured to use that account. This account should be configured with a password which does not expire. Create a Route Point for each Record Server Each record server will need a ShoreTel route point created and configured in ShoreTel Director. You will want to create these before starting any record server installations as the record server s setup program will prompt for the route point extension. The settings will be essentially the same for each Record Server service. This shows the route point configuration screen from Director with the important settings shown: ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 16 of 100

The key fields to set are: Name: This is the name assigned to the route point. To keep track of the use of the route point it is suggested that the name reflect that the route point is to be used by the Call Recorder. Extension: This is the extension assigned to the route point. You ll need to set this as appropriate for each record server. User Group: This is the user group associated with the record server. RP Server: This is the server that will host the route point. It should be the set to the sever where the associated record server will be installed. Call Stack: This controls the maximum number of calls that the route point can handle. For the record servers this should be set to the maximum number of simultaneous calls that can be recorded. Call Forward: This should be set to Never as calls should never need to be forwarded. Create a Surrogate Extension for each Record Server In addition to a route point, each record server will also require a separate user extension to be created in ShoreTel Director to be used by a record server to request recording. This extension is referred to as the surrogate extension. This shows the typical settings asscociated with a surrogate extension: The key fields to set are: Name: This is the name assigned to the extension. Number: This is the extension of the surrogate extension. You ll need this when you use the admin program to configure each record server s settings. ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 17 of 100

License Type:This can be set to Extension-Only as you ll never use this extension for actual users. User Group: This is user group associated with the surrogate extension. See the next section that describes the configuration required for this user group. Specifically the user group must be configured to be able to request recording of all other stations. Site: This should be set to the site where the record server route point is configured and where the record server that will use this surrogate extension will be installed. Port: This should be set to the SoftSwitch. You don t need to assign a hard phone to this extension. Configuration of the Surrogate Extension Telephony Class of Service In order for the surrogate extension to be able to record calls, it needs to belong to a user group that has a class of service that allows it to initiate recording of other s calls. This shows the required setting: Create the Player Route Point As for the record server(s), if you want to install the player you ll need to create a route point for it to use. The player needs to be configured with a route point assuming you want to allow users to listen to recordings via their phones. If users will not be using their phones to listen to recordings using the player then you don t need to create a route point for the player to use. The player route point is configured in a similar fashion to the record server route points. Most of the settings previously described for the record server route points apply here. The name assigned to the player s route point will show up as the connected party on users phone displays when they use the player to listen to recordings via their phones. ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 18 of 100

The route point s call stack should be set to the maximum number of users who will connect and listen to calls using the player via their phones at the same time. Create the Player IIS Application Pool You only need to perform this step if you intend to install the player. This step has to be performed before the Player installation. In order to prevent Internet Information Server (IIS) from shutting down the player when users aren t active and also to allow easy recycling of the player web site, the player should be installed in its own application pool. Therefore, before the player is installed you ll have to create and configure an application pool for the player. Create ShoreTel Call Recorder Player IIS Application Pool for Windows server 2003 32 bit (Note: No ShoreTel server software, ShoreWare Main Server or Distributed Server, is tested and certified on Windows Server 2003 64 bit platform. ShoreTel 13 supports Windows Server 2008 only) 1. Run the Windows INETMGR: On the PC where the Player is to be installed, enter INETMGR at Windows Start Run to open the Internet Information Services (IIS) Manager dialog. 2. Add the new ShoreTel Call Recorder Player Application Pool: Right click on Application Pool New Application Pool to open the Add New Application Pool dialog. Enter the new Application Pool ID and click to use default settings for the new application pool. ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 19 of 100

The ASP.net framework revision can be configured by right click at (local computer)\web Sites\Default Web Site and select Properties. Select ASP.NET tab at the Default Web Site Properties dialog: 3. Set the account for the ShoreTel Call Recorder Server and Player: Once the ShoreTel Call Recorder Player Application Pool is listed in the application pools, right click it and select Properties to open the new application pool Properties dialog. At the Identity tab, if you are using the player on the same PC as the record server and plan to run the server under the built in Local System account then click Predefined and select the Local System account. ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 20 of 100

And click Yes at the IIS Manager dialog below: If you will be using the player to access recordings from server(s) that are not on the same PC then you ll want to click Configurable to specify the Player user in domain\account format and Password: ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 21 of 100

4. Disable the web recycling of Call Recorder Player web site: This is to prevent the Call Recorder Player web site from being unloaded when it isn t being used. Select Recycling tab at the Call Recorder Player Application Pool Properties dialog, and uncheck Recycle worker processes (in minutes): 5. Disable the shutdown of Call Recorder Player web site: This is to prevent the Call Recorder Player web site from being shut down. Select Performance tab at the Call Recorder Player Application Pool Properties dialog, and uncheck Shutdown worker processes being idle for (time in minutes): ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 22 of 100

Create ShoreTel Call Recorder Player IIS Application Pool for Windows server 2008 32 bit and 64 bit Run the Windows INETMGR utility to configure the IIS server on the PC where the player is to be installed. Right Click the Application Pools node and select Add Application Pool. In the Add Application Pool dialog, enter a name for the pool: Once the new pool shows up in the list of application pools, right click it and select Advanced Settings : ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 23 of 100

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The key fields to set are: Enable 32-Bit Applications: Set this to true if the server is a 64 bit server, otherwise the player will fail to function. The player uses a 32 bit COM object internally and this requires 32 bit support to be enabled in the player s application pool. Identity: Set this to the domain account that you created for the record server and player. Regular Time Interval: Set this to 0 to prevent the web site from being unloaded when it isn t being used. Configure Stations to Allow Recording In order for stations calls to be recordable by the record server a key requirement is that the stations must belong to a user group with a Telephony class of service that allows either all stations or the Record Server surrogate extension to record their calls. This shows the required setting: As shown, under Record Other s Calls, Accept you need to select either All or Only From the surrogate extension. Please note that persistent recording have higher priority than this setting. Persistent recordings initiated on stations will continue on the transferred-to stations regardless of this setting. Recording Storage Folders and Shares In order for record servers and the record player (if installed) to be able to access recordings, the recording storage file paths configured for the record servers via the admin program must be accessible using the same paths by the player. If only one record server is installed and the player is installed on the same ShoreTel server then the paths can contain drive references known to the Windows Server. However, if multiple record servers are installed or the record player is installed on a different ShoreTel server than the record server then all record profiles must refer to the storage locations using UNC paths. As an example of the problem, assume two ShoreTel Servers, HQ and DVS1 with a plan to install a record server on HQ and the player on DVS1. If the record profile for the record server on HQ references recordings ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 25 of 100

via a non-unc path such as C:\Recordings then when the record player tries to access a recording from DVS1, it will attempt to find the recording on its own hard drive and this will fail. However, if the record profile references the recordings using a UNC path such as \\HQ\Recordings then this will succeed. Note that this assumes that the shared folder ( Recordings in this example) allows the domain account that the record server is running under access and that the player is impersonating the same account and therefore has the same access. Regardless of whether UNC or non-unc paths are configured for saving recordings, the security settings for the folder must allow full access to the Local System or the domain account of the record server/player. ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 26 of 100

Call Recorder Service Installation The Call Recorder Service is installed on a ShoreTel Server. For small phone systems this will probably be the customer's headquarters server. However, for large systems, a separate ShoreTel Voice Mail server or Application Server/DVS may be deployed specifically to install this application on. In addition, depending on the number of sites and WAN streaming concerns between those sites there are scenarios where deploying multiple copies of the server may make sense. The first step is to unzip the record server zip file contents, perhaps to a folder in the desktop. Then run the STPSRecordServerSetup.exe program. This is required if.net runtime has not yet been installed. Directly executing the.msi file will not install the.net runtime. The only setting which can be entered at the time of the installation is the TCP Port on which the Call Recorder service expects the record admin and the record player to connect. By default this parameter is set to 37722. This parameter should only be changed if it conflicts with another application using the same port number. The graphic below shows the installer dialog setting: Once the TCP Port is verified or possibly changed, the user can click Next several more times and then Finish. By default the server is installed to the Local System account. If you are planning to use a different account you ll want to update the service s Login Settings to match the account you created and restart the service. Note that while the record server is configured to run as soon as it is installed, it will not function until the admin program is used to configure the server settings and create at least one record profile. ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 27 of 100

Configure the Service Account Credentials If you are planning to run the record service/player under a specific machine or domain account you ll want to configure the credentials for the record service/player to run under. (Note: The procedure for Windows 2003 server is the same as below for Windows 2008 with slightly different screen displays.) 1. Run the Windows Services application and locate the STPS Call Recorder service: 2. Right click the service and select Properties and in the Properties dialog select the Log On tab: ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 28 of 100

3. Select This account:, enter the account details and click OK: 4. Right click the service and select Restart to have the service logon with the new account. If the service fails to start then check the account credentials and try again. ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 29 of 100

Record Admin Installation Installing the Call Recorder Administration Utility program is similar to the record server installation process except the only setting provided is the install location. The admin program can be installed on the machine where the record server was installed and/or on any computers that have local network access to the machine(s) on which the Record Server(s) is/are installed. Note that you are free to install the record admin on more than one PC. The first step is to unzip the file contents, perhaps to a folder on the desktop. Then run the STPSRecorderAdminSetup.exe program. This is required if.net runtime has not yet been installed. Directly executing the.msi file will not install the.net runtime. When the installation completes, a shortcut icon to run the administration program will appear on the Windows desktop: There will also be a shortcut added to the Program ShoreTel group accessed from the Windows Start menu. ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 30 of 100

Player Installation The Call Recorder Web Player program can be installed on the same server machine as the record server itself or it can be installed on a separate server. The first step is to unzip the player zip file contents, perhaps to a folder on the desktop. Then run the STPSRecorderPlayerSetup.exe program. This is required if.net runtime has not yet been installed. Directly executing the.msi file will not install the.net runtime. The install program will prompt web site installation information: You can leave the Site and Virtual directory as set by the setup. However, you ll want to set the Application Pool to the pool you created as part of the player s prerequisites. Click Next on the screens that follow and then Close when the installation completes. When the installation completes a new web site should be added to the customer s IIS Server. You can test that the web site has been installed by attempting to navigate from a web browser to the log in screen. Assuming the web site is installed to the default virtual directory (STPSCallRecorderPlayer) then the URL on the server would be: http://localhost/stpscallrecorderplayer To verify that the site was installed correctly, when you navigate to the site you should see this login screen: ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 31 of 100

Configure the Player IIS Settings Once the player web site has been installed you ll need to run the INETMGR utility to configure the player settings. The player will not function fully until these settings are made. (A) Configure the Player IIS Settings for Windows server 2003 32 bit ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 32 of 100

Run INETMGR and locate the STPSCallRecorderPlayer site located under the Web Sites node. Double click to open the STPSCallRecorderPlayer site and locate web.config file. Right click on the w*eb.config file and select Edit: The key fields to set are: ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 33 of 100

RoutePoint: RecordServers: LogCTI: Set this to the extension of the route point that you created earlier for the player to use. If users will not use the phone to listen to recordings then this can be left empty. This sets the names and possibly the ports used by the player to access the record servers. By default it will be set to localhost which is appropriate if the player is installed on the same PC as the record server and only one record server is being installed. If the record server is installed on a different server than the player then this would need to be changed as appropriate. You would specify the machine name or IP address of the server. If multiple record servers are installed then you will want to list each record server separated by semicolons ( ; ). Finally, if a record server was configured to use a different port then the default of 3722 then you can specify the port following the server name or IP address separated by a colon ( : ). So, for example, if two record servers were installed, one on the server named HQ and the other on the server named DVS1 and the server on DVS1 was installed to use the non-default port of 35555 than the RecordServers application setting would look like this: HQ;DVS1:35555 The player has two types of log files it can write to. One is the overall application log and is discussed in the next section of this document. The other is the lower level logging associated with the CTI (Computer Telephony Interface) object used by the player. Typically partners and customers will only enable this lower level logging if requested by ShoreTel Professional Services. The value is set to either True or False. (B) Configure the Player IIS Settings for Windows server 2008 32 bit and 64 bit Run INETMGR and locate the STPSCallRecorderPlayer site located under the Sites node: ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 34 of 100

ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 35 of 100

From the IIS Manager, with the site selected, open the Application Settings: The key fields to set are: RoutePoint: Set this to the extension of the route point that you created earlier for the player to use. If users will not use the phone to listen to recordings then this can be left empty. RecordServers: This sets the names and possibly the ports used by the player to access the record servers. By default it will be set to localhost which is appropriate if the player is installed on the same PC as the record server and only one record server is being installed. If the record server is installed on a different server than the player then this would need to be changed as appropriate. You would specify the machine name or IP address of the server. If multiple record servers are installed then you will want to list each record server separated by semicolons ( ; ). Finally, if a record server was configured to use a different port then the default of 3722 then you can specify the port following the server name or IP address separated by a colon ( : ). So, for example, if two record servers were installed, one on the server named HQ and the other on the server named DVS1 and the server on DVS1 was installed to use the non-default port of 35555 than the RecordServers application setting would look like this: HQ;DVS1:35555 LogCTI: The player has two types of log files it can write to. One is the overall application log and is discussed in the next section of this document. The other is the lower level logging associated with the CTI (Computer Telephony Interface) object used by the player. Typically partners and customers will only enable this lower level logging if ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 36 of 100

requested by ShoreTel Professional Services. The value is set to either True or False. Now you are ready to log in to ShoreTel Call Recorder Player web site at http://localhost/stpscallrecorderplayer, and the initial ShoreTel Call Recorder Player web page is as below: Player Logging By default, the player writes log files to the Logs subdirectory of its installation directory. The current log file is named STPSCallRecorderWebSite.log with up to 10 previous logs maintained and named with a.1,.2,.3, etc. suffix. The log contains details of startup, shutdown, queries from users and interaction with the phone system when handling phone based playback. If the player web site doesn t appear to be functioning correctly, this log can be examined to determine if any problems have occurred. Assuming that the service was installed by the user in the default location, the log file path will be: C:\inetpub\wwwroot\STPSCallRecorderPlayer\Logs\STPSCallRecorderWebSite.log The logging supports a number of levels of logging from none through a full debug trace. The log level for the player web site is changed by directly editing the file named log4net.config located in the player web site s ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 37 of 100

directory. To change the level, edit the log4net.config using a text editor like Notepad and change the level value from INFO to DEBUG as shown here: As discussed in the previous section, there is also a separate, lower level Computer Telephony Integration (CTI) log. This log should only be enabled if requested by ShoreTel Professional Services, typically when a problem occurs in the field for which more detailed information is required to diagnose. ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 38 of 100

Record Client Installation The Call Recorder Client program is installed on individual user desktop (client) machines. A client machine is one where the required prerequisite of the ShoreTel Communicator application has already been installed. The first step is to unzip the file contents, perhaps to a folder on the desktop. Then run the STPSRecorderClientSetup.exe program. This is required if.net runtime has not yet been installed. Directly executing the.msi file will not install the.net runtime. When the installation completes, a shortcut icon to run the client program will appear on the Windows desktop: There will also be a shortcut added to the Program ShoreTel group accessed from the Windows Start menu. Double click the desktop icon launches the client program and puts a tray icon in the system tray. Right click on the tray icon displays the client context menu. Refer to Call Recorder Client section below for client program configurations. Starting from ShoreTel 13, if the ShoreTel Telephony Interface has not been installed or the installed ShoreTel Telephony Interface does not meet the Minimum Allowed Client Version defined in the ShoreTel server, launching the client program will automatically display the prompt to install the Telephony Interface. Follow the screens to complete the installation. For details, please refer to ShoreTel Client Telephony Detection user guide. ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 39 of 100

Record Server Configuration Once the Record Server installation completes, the user can monitor as well as control the service by using the Windows Services application. Locate the service named: STPS Call Recorder. By default, the service is automatically started following installation. The service is also configured to automatically run whenever the computer is restarted. Using the Windows Services application, the user can start and stop the service as well as change the service's Startup type to disable the service from running automatically when Windows is started. If later the user upgrades the ShoreTel software on the server PC, the best course of action is to stop the service and disable it from running automatically. Then, when the ShoreTel software upgrade is fully completed and any system restarts have been performed, start the service and set the Startup type back to Automatic. Server Logging By default, the Call Recorder server writes a log file to the Logs subdirectory of its installation directory. The current log file is named STPSCallRecorder.log with up to 10 previous logs maintained and named with a.1,.2,.3, etc. suffix. The log contains details of service startup and shutdown events as well as any errors encountered. If the service is running but does not appear to be functioning correctly, this log can be examined to determine if any problems have occurred. Assuming that the service was installed by the user in the default location, the log file path will be: C:\Program Files\ShoreTel\ShoreTel Call Recorder\Logs\STPSCallRecorder.log The logging supports a number of levels of logging from none through a full debug trace. The level of the log can be controlled using the radmin program. See the Application Log Level in the Server Settings Tab section for details of the log settings. ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 40 of 100

There is also a separate, lower level Computer Telephony Integration (CTI) log. This log should only be enabled if requested by ShoreTel Professional Services, typically when a problem occurs in the field for which more detailed information is required to diagnose. This can be also be enabled from the admin program. Record Server Settings Configuration Normally the admin program should be used to configure the record server(s). However, if needed, administrators can directly modify a Record Server s settings in the Windows registry of the computer on which it is installed and then restart the server. This is not as easy as changing the settings via the admin program. In general, changes should not be made directly to the registry unless instructed to by ShoreTel Professional Services. Invalid settings can prevent the server from starting or functioning correctly. When instructed to, a backup of the registry key should be made before attempting any changes. All of the configuration changes require the user to directly modify registry entries using the Microsoft supplied regedt32 utility. Following any changes, the Record Server must be restarted for the changes to take effect. The service's settings are located in the registry at: HKEY_LOCAL_MACHINE\SOFTWARE\ShoreTel\STPSCallRecorder as shown in the graphic below: ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 41 of 100

The only setting that a user must change directly in the registry is the AdminPort value. Because the record server only listens on this port for the administration application to connect, the administration application itself does not allow this server setting to be changed. Alternatively, the Record Server can be uninstalled and then reinstalled in order to update the TCP Port used by the server for the administrative application to connect. ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 42 of 100

Administration Utility The Call Recorder administration Utility program (the admin) is used to initially configure one or more record servers settings including settings related to the server and settings for each of the record profiles configured for the server. The admin program caches various settings when it first connects to a Record Server so if a second administrative user changes the settings, the first user will be unaware of the changes. If the first user then changes any settings, these newest settings will replace the just changed settings. The rule is that the last one to change the settings wins. The refresh button (described below) is provided to force the admin client to resynchronize with any server connections. Initial Configuration When the Record Server is first installed, it is running and functional but until it is configured will not record any calls. The minimum settings that must be configured using the admin program for any calls to be recorded include: Licensing The Route Point The Recorder Extension At least one Recording Profile To configure one or more servers, run the admin program and create a connection to the Record Server(s) you wish to administer. Admin Main Window To run the admin program, you can double click the desktop shortcut or select the item in the Program ShoreTel group. When the admin program starts it will display its main window as below. When first run, it will be initially empty but as the user adds connections to servers they will be remembered from run to run. The above graphic shows the admin program already configured to connect to the Record Server running on the same machine (localhost) on which it is running. ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 43 of 100

The Status will show Connected in green when the administration application is connected to the server. If the administration application is unable to connect, the status will display error text in red. Once the issue that prevents the administration application from connecting is resolved, the user will need to manually force the administration application to try to re-connect to any unconnected servers by pressing the Refresh button. The main window displays several columns of data. Starting from the left hand side they are: Name/IP Address: Port: Status: The Name or IP Address of the server. The TCP Port on which the Record Server was configured to expect the administration application to connect. The current status of the administration application s connection to the server. This will either be a green background when the status is Connected or a red background with details of the problem. If the admin can t connect to a record server, typical reasons include: The record server is not running. The computer where the admin is running has no network connection to the computer on which the record server is running. The record server address is incorrect. The record server was installed to listen on a different port than the port used to connect from the admin. The computer on which the record server is installed has a firewall enabled that is preventing access to the port. The record server has crashed or is internally hung. The user should try restarting the service. Whether or not this action clears the problem, the user is requested to please contact ShoreTel Professional Services to determine the root cause of the issue. The buttons in the main window have the following functions: Add... To create a new connection to a record server, click the Add... button. This will display the Add Record Server dialog: Enter the Name or IP Address of the Windows machine on which the record server has been installed. If the admin program is installed on the same machine where the record server has been installed you can specify "localhost" as the Name or IP Address. For the TCP Port, unless server was installed to listen on a non-default ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 44 of 100

port then this should be left set to the default value, 37722. If the server was configured to listen on a different port then this setting should match that value. When the user clicks Add, the service should be added to the record servers List. The admin program should then automatically connect to the record server and, if successful, display the server's current settings in the other columns. Edit... If the user wishes to change the location of an existing record server, he should click Edit with the server selected. The dialog will be the same as the Add Record Server dialog but entitled Edit Record Server. The user can also double click an unconnected record server to display the Edit dialog. Delete...To delete a record server from the list of configured record servers, select it in the record servers list and click Delete. The user should click Yes when asked to confirm the deletion: Settings... To actually configure the record server's settings, click the Settings... button. A record server must be selected in the list of record servers and the admin program must be currently connected to the record server otherwise the user will receive the below message: The user can also double click a connected record server to open its Settings dialog. See the next section on the server settings for more details describing the record server configuration. Refresh Because the admin program can be installed and run on multiple desktops simultaneously, the refresh button is provided to force the admin client to synchronize itself with any changes made to the settings of any record servers. If a record server disconnects from the admin program (perhaps because it has been restarted,) pressing the Refresh button will cause the program to attempt to reconnect to the record server. ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 45 of 100

Admin Server Dialog When the record server settings are opened the server dialog is displayed as below: As shown at the top of the dialog, there are two tabs associated with a record server: Server Settings which control the overall behavior of the record server Record Profiles which control the specific rules that determine when calls are recorded and where these recordings are saved. Server Settings Tab The dialog initially shows the server Record Profiles tab which lists the Record Profiles configured on this record server. In this case (because the record server was just installed) the list is empty. The server settings are accessed by clicking the Server Settings tab at the top of the dialog. The below graphic shows the Server Settings tab: ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 46 of 100

The Route Point and Record Extension settings must both be set for the Record Server to be able function. Licenses The Record Server is a licensed product. It requires that the ShoreTel Professional Services Application License server be installed on the customer's ShoreTel Headquarters server and that a license for the ShoreTel Call Recorder has been added to the Application License Server via its web based interface. One license is consumed per simultaneous call being recorded. For example, if the maximum number of simultaneous calls to be recorded was 25 then at least 25 licenses would need to be purchased. If multiple record servers will be installed and used then the total number of licenses requested by all of the record servers must be less than or equal to the total available licenses configured on the ShoreTel Application License Server. The record server must have a connection to the Application License server when it starts. The Application License server runs on the customer s ShoreTel Headquarters server. If a record server is successful contacting to the license server at start up and retrieves its license but subsequently loses its connection the customer will have three days to correct the problem. If, after three days the connection has still not been restored or some other problem exists with the licensing software, then the previously retrieved license count will be reset and recording of new calls will cease. Once the license server is restarted or the connection restored the call recorder should automatically detect the change and synchronize its license with the result that recording should resume for new calls. Extension Length ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 47 of 100

The extension length is normally left blank unless the customer s ShoreTel phone system is configured to use On Net Dialing (i.e., numbers with dashes.) If On Net Dialing is enabled then the number of digits in the extension portions of the number must be selected here. For example, if internal numbers look like this: 321-7654 Then the extension length must be set to 4 (i.e., the length of the 7654.) Note that anywhere internal numbers are entered such as the Route Point, Record Extension and stations extensions, these MUST be entered without the dash character! Route Point The record server relies upon a ShoreTel route point for directing the recording calls it creates based on access to an external call's media stream. A route point in ShoreTel is a special type of extension that is used by applications like this one. To create the route point, the user should invoke ShoreTel Director and select "Call Control", "Route Points" and then "Add new". The main setting to be concerned with is the Call Stack Depth. The user should set this parameter to the maximum number of simultaneous calls this Record Server is expected to handle at any one time. Specifically this should probably be set to a value equal or greater than the number of licenses configured for this record server. If the record server attempts to record more calls than the call stack allows, the additional record requests will fail and no recordings will result. If this happens the only external indication would be the absence of the recording beep assuming the beep is enabled. The server will write an error message to its log similar to this: [04/15/11 08:48:26.646] ERROR: ST 211: Call 66692: Unable to record call. 5 licenses available but currently recording 5 calls Record Extension (aka the Surrogate Extension) The Record Server needs a second extension to actually submit the record request to the ShoreTel phone system. This can be a user station extension, including a user assigned to the soft switch or a phone which is not connected. The key point is that this user must belong to a "User Group" which has as part of its "COS - Telephony" the "Allow Initiation" checked under the "Record Others Calls" section. As recommended in the prerequisites section it may be easiest to create a special user unassigned to any physical phone expressly for the purpose of providing the surrogate record extension for use by this application. Wait for far end to answer on outbound calls Normally, if an outbound call is going to be recorded, the recording will start as soon as the call reports a connected call state. This will typically result in some ringback being recorded before the called party answers and the conversation starts. However, if the customer is using trunk types like PRI that report the Far End Answered call state after the connected call state then checking this setting will cause the Record Server to wait to start recording until the Far End Answered call state. Of course, if the trunks do not provide this event then no outbound calls will be recorded. Silent recording default Normally, the ShoreTel system plays a periodic beep tone whenever a call is being recorded. Enabling this option sets the default value for record profiles that have their equivalent setting set to Default (see the section below which covers the record profile settings.) Calls recorded with this option enabled will not hear the periodic recording beep. In addition, if this option is enabled, internal users running ShoreTel ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 48 of 100

Communicator will not see indications showing that their call is being recorded. It is up to the customer to ensure compliance with applicable laws related to notification of call recording. Note that this setting sets the default. Individual call profiles can explicitly select silent or non-silent recordings although if any profile which causes a given call to be recorded doesn t request silent recording then the recording is not silent. Customer stop record key default If desired, record profiles can be configured with a stop recording key. This server setting sets the default value that is used by recording profiles which select the Default choice for the stop recording key. This is the key that the external party on the call can use to stop the recording. Typically external parties would be told that this option was available to them as part of an inbound or outbound IVR before they are connected to a station and potentially recorded. Like the silent recording option, this sets the default value but individual record profiles can override it. Note that if multiple record profiles request different stop recording keys then the last profiles stop recording key processed when the recording starts will be used. Root file storage path for new record profiles When a new record profile is created, the file storage settings for the profile will use this root value as the base path location for storing recordings. A record profile has additional settings that allow a custom sub-folder tree and file name to be constructed. In addition, while this is provided as the root path for new record profiles, an administrator is free to alter the location to specify a completely different location. For a new record server, this path defaults to the Recordings subdirectory of the server s installation location. Min recording length (seconds) If a recording is shorter than this time in seconds then it is automatically discarded. The default setting is two seconds. That is, if the recording is two seconds or less it is discarded. Max recording length (seconds) Any recording which lasts longer than this time is automatically stopped. The call is allowed to continue but the recording is completed and saved based on the Record Profile(s) settings. The default is 3600 seconds or one hour. There is effectively no upper limit on recording size. Trunk & LD Code In order to be able to compare the connected (caller or called) ID of a call, the Record Server needs to be able to remove the trunk and long distance access codes from the front of the number. These settings should be set to the customer's trunk access code and long distance code. Typically the trunk access code would be 9 or 8 and the long distance code would be 1 for North American dialing plan customers. Application Log Level This controls the level of detail included in events written to the record server's log. See the section above on Server Logging. Levels range from Off (no logging) through DEBUG (full logging.) Log low level telephony messages If this option is checked, a separate lower level log file is also written to the Logs directory of the application's installation directory. This setting should only be enabled if requested by ShoreTel during the course of troubleshooting issues. Recording Profiles Tab The primary tab of the Server Dialog lists the currently configured record profiles. The graphic below shows an example with several record profiles: ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 49 of 100

From this tab the user can add, copy, edit and delete record profiles. Delete... Pressing the Delete button with a record profile selected in the list will display this dialog: Click Yes to proceed with immediately removal of the Recording Profile or No to cancel. Add, Copy, and Edit These all open the Recording Profile edit dialog titled as appropriate to the action. See the next section on the Recording Profile dialog. The user can also edit a Recording Profile by double clicking it. Recording Profile Dialog If the user edits an existing Recording Profile or adds or copies a new one he will use the Recording Profile dialog to configure it. The graphic below shows the dialog: ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 50 of 100

The layout of the dialog from left to right, top to bottom reflects the order that the record server will use the settings as part of potentially initiating recording a call on behalf of the Record Profile. For persistent recording, once started, the recording will continue through call transfer(s) till call disconnect without using the record profile settings for the transferred-to extension(s). Name The name is provided so administrators can refer to a specific Record Profile in a way that makes sense based on the reason for the profile. It will also show up in the log when the server carries out actions based on the profile and so can be helpful for understanding the operation of the server as well as perhaps tracking down bugs or issues. Depending on the storage settings it can also be used in forming the root folder to store the recordings in. Enabled If this setting is not checked then the record profile is ignored by the server. Enabled record profiles are shown in the recording profiles tab as bolded red text. Disabled record profiles are shown as light gray. ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 51 of 100

Extensions and Extension Ranges to Record This setting lists the extension ranges and/or specific extensions that this record profile will monitor for possible initiation of call recording. To have a record profile apply to all stations in the system, one could use an extension range from the lowest possible station extension to the highest. Note: For user extensions, where possible, using ranges rather than individual extensions will simplify administration. This is because if a new user is added to the system, as long as his extension falls into the range(s) of existing record profiles his calls will be evaluated for recording. In contrast, if individual extensions are used, an administrator would need to explicitly add the new user to the appropriate record profiles. Note that starting from Call Recorder version 3.0.0 running on ShoreTel 12.1 and higher, recording based on extension ranges will include ALL valid extension types that fall into the range for both permanent and non-permanent recording. This means, for example, that if the intent was to start recording only on user stations and the extension range includes nonuser station extensions then calls which connected on those system extensions may also be recorded subject to some of the other call profile settings. Delete To delete extensions and ranges, the user should select them in the list (one can select multiple entries with Ctrl + click and/or Shift + click) and then click this button. Extensions... To pick individual system or user extensions from a list rather than explicitly enter them, the user can click this button. Extensions included by virtue of their extension falling into a range that is part of the Recording Profile will not be shown as checked. This dialog only handles displaying the individual extensions. The graphic below shows the dialog on a small system: ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 52 of 100

Extensions are listed with a two letter prefix indicating the type of extension. The prefixes are as follows: AA: Auto Attendant HG: Hunt Group RP: Route Point ST: Station VM: Voice Mail VR: Virtual (a virtual extension is a station which is not assigned to a hard phone) WG: Workgroup Note that the dialog can be sorted by name or extension in ascending or descending order by clicking the corresponding column header. Extension or Range Here the user can enter a new extension or range of extensions. Examples of valid inputs are: "213" or "192" or "100-299" or "100-999". These would be appropriate on a system with three digit dialing. On systems with ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 53 of 100

more digits, the user would of course enter more digits for the extensions and ranges. Note that when ShoreTel Call Recorder 3.0.0 or higher runs on ShoreTel version 12.1 or later, extension ranges will include all valid extension types, not just stations. Add Click this to actually add the entered extension or range to the list. The user can also press the enter key while typing in the Extension or Range entry field. Record Filter... Click this to open the Record Filter Dialog. This dialog allows configuring specific details of the calls that this Record Profile should record. By default, new profiles are set to record all inbound and outbound calls. See the section below on the Record Filter Dialog. Schedule Enabled Click this to enable a weekly schedule to control when the recording profile is active. If this isn t checked then calls will be recorded regardless of the day of the week or the time of day. If schedule based recording is desired then in addition to checking Schedule Enabled, you will also want to click the Schedule button to configure the days and times when calls should be recorded. By default, new profiles do not have schedule based recording enabled. Schedule... Click this to open the Schedule Dialog. This dialog allows configuring the days of the week and times for each day when recording should be enabled and when it should be disabled. By default, new profiles do not have schedule based recording enabled. The default schedule has no items and therefore all calls will be recorded until some schedule is configured. See the section below on the Schedule Dialog. Percentage of calls to record New record profiles are set to record all of the calls (100%) that match the Record Filter. If users wish to record fewer calls, they should set this percentage value as appropriate. For example, to record only half of the calls, this value would be set to 50. Persistent Recording If this is checked then recordings are started in a persistent vs. non-persistent state. Persistent recordings continue through call transfers with the original recording profile when the call is transferred away from the extension where the recording was first started regardless if the subsequent extensions match up with the recording profile. Upon call disconnect, all of the call connections are recorded in a single contiguous file. Nonpersistent recording stops as soon as the call is transferred. Note that if a persistent recording is started and the call is then transferred to another extension, if the same or a different record profile targets the call on the new extension for recording this will not be allowed and an appropriate warning message will be written to the server s log file. Only persistent recording profiles initiated on the same extension will be supported. Silent Record Controls whether this profile should record the call silently or not. The profile can use the system default value for this setting or can set an explicit value to either enable or disable silent recording. For a description of what silent recording does, see the above section regarding the system setting Silent recording default. Note that ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 54 of 100

if multiple recording profiles target the same call, they must ALL request silent recording otherwise the recording will not be silent. In general, if you are targeting the same call with multiple record profiles you will want them to all have the same setting with regards to silent recording. Customer stop record key Sets the optional DTMF key that if pressed by the customer will stop the recording immediately and save the recording results to that point in the call for persistent or non-persistent recording. For a description of how the customer stop record key works see the above section regarding the system setting Customer stop record key default. Note that if multiple recording profiles specify different stop record keys that server will use the stop record key of the last profile processed. In general, if you are targeting the same call with multiple record profiles you will want them to all either not use a stop record key or all use the same stop record key. Client Settings This collection of settings controls the features available to client users when used in conjunction with the optional client program. If enabled, there are two features that client users can control: A choice as to whether the recording should be saved when the recording completes. A setting that pauses and resumes recording. Clients can control save/no save Check this to allow client users who handle the call while it is being recorded by this profile to decide if the recording should be retained or not when the recording stops. This is typically used in situations where most call recordings will not be retained but users can decide while they are on the call that the recording should be retained and can use the client program to toggle the setting. If Clients can control save/no save setting is unchecked, the record profile defaults to retaining recordings as client users have no control over the retention. Save initially enabled If the Clients can control save/no save setting is checked then this checkbox controls the initial save/no save status when the call is first recorded. When checked, save is activated. This setting could be unchecked for situations where most call recordings will not be retained. Clients can control pause/resume Check this to allow client users who handle the call while it is being recorded to pause and resume the actual recording of the call. This is typically used when a customer is providing a credit card number or other sensitive information that should not be recorded. Save Filter... Click this to open the Save Filter Dialog. This dialog allows a post-recording decision as to if the recording should actually be saved. By default, new Record Profiles are set to not filter at save time. See the section below on the Save Filter Dialog. ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 55 of 100

Storage Settings This collection of controls determines where recordings made by this profile will actually be saved. A Recording Profile can store the result to a wave file or insert it as a voice mail message into the ShoreTel voicemail system or both. In order to save the changes to a profile, the user must select one of the two storage options. By default, recording profile has Save as file checked. Save as file If checked, the recording will be saved as a wave file into a location in the file system. The actual location including possibly a folder structure based on the call data and a file name incorporating call data is controlled by the File Settings Dialog. File Settings... Click this to open the File Settings Dialog. This dialog supports the configuration of the root directory location where recordings will be stored. It also allows the configuration of a dynamic sub-folder hierarchy and file name generation both potentially based on specific call data. See the section below on the File Settings Dialog. Player Settings... Click this to open the Player Settings Dialog. This dialog controls whether users can view and listen to recordings made on their behalves and also possibly delete recordings. In addition it supports the creation of administrative users who are also allowed to view and listen to the recordings and optionally delete the recordings. See the section below on the Player Settings Dialog. Save as voice mail If this setting is checked, the recording will be inserted into a ShoreTel voicemail box. The mailbox to insert the recording into along with the "From" and "Subject" fields of the resulting voice mail can be set using the Voice Mail Settings Dialog. Voice Mail Settings... Click this to open the Voice Mail Settings Dialog. This dialog allows for configuration of the mailbox where recordings will be stored. It also allows the configuration of dynamic "From" and "Subject" fields based on specific call data. See the section below on the Voice Mail Settings Dialog. Save and Close Click to update the record server with the changes to the settings and close this dialog. Save Click to update the record server with the changes to the settings. Close Click to close the dialog. If there are unsaved settings, the user will be prompted to accept losing changes or cancel and return to save changes. ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 56 of 100

Record Filter Dialog Clicking on the Record Filter... button in the Recording Profiles edit dialog brings up the Record Filter Dialog: This dialog is used to control which calls will actually be recorded. Usually a call profile will not enable more than one filter at the same time but if such is configured, the filters all apply and the result is presumably a more restrictive Recording Profile. Call Direction Here the user selects which direction calls should be recorded, inbound or outbound or both. Note that for non-persistent recording, the new recordings, if initiated, of the new call connections on the transferred-to ShoreTel users are considered inbound even if they were placed as outbound calls by the transferring party. The recording profiles targeting the users can further filter the calls based on the Connected ID and Call ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 57 of 100

Property but can only filter by the transferring Group or the DNIS ID for profiles which only handle inbound calls. For persistent recording, the recording simply continues through call transfer(s) as originally initiated without any further filtering till call disconnect. Record Inbound Calls Check to have the profile record inbound calls. Record Outbound Calls Check to have the profile record outbound calls. Filter by Connected ID Check this to determine which calls should be recorded based on the connected ID. Connected ID is the caller ID (ANI) for inbound calls and is the Called number for outbound calls. The number should be entered without a trunk or long distance code. Generally, in North American dialing plan areas this would mean an exact match would need a 10 digit number. This filter also supports matching based on just a prefix. This allows the entry for example of just an area code to record calls from that area code. Note that the Record Server settings for Trunk and LD Code must be set correctly for this filter to work correctly. The list displays the current connected IDs, if any, configured to be matched. In this example, the filter is set up to record 911 calls and so is set to match on a connected ID of 911. Delete To delete connected IDs and prefixes, the user should select them in the list (one can select multiple entries with Ctrl and Shift + click) and then click this button. Number or Number Prefix Here the user enters a connected ID to match or a prefix to match. For example, "203 261-1234" or "504" or "(800) 555-1212". Note that non-numeric characters are ignored. Add Click this to actually add the entered number or number prefix to the list. The user can also press the enter key while typing in the Number or Number Prefix entry field. Record callers who are NOT in the list Check this to have the list act in reverse, that is as an opt-out list rather than the more typical opt-in list. Checking this will result in a Record Profile that records all calls except calls that are to/from numbers or prefixes in the connected ID list. Note that other filtering could limit the actual calls recorded even more. Record calls with empty connected IDs Check this to record callers that present with an empty caller ID. This condition would be typically caused by trunk not transmitting the information or a blocked or out of area caller. Note that if a Connected ID filter is active that calls without a connected ID will only be recorded if this option is enabled. ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 58 of 100

Filter by Call Property Check this if in order to filter which calls are recorded based on the existence of a ShoreTel call property set to any value or set to a specific value. A ShoreTel call property is a special feature of the ShoreTel phone system. Some applications automatically set certain call properties to certain values. In addition, it is possible for developers using the ShoreTel SDK or ShoreTel Professional Services to develop custom applications such as IVRs or client programs that can also set call properties to trigger call recording. The graphic below shows an example of a call property filter to record all calls that the ShoreTel Salesforce.com Adapter tagged at the time the call was made or before it was answered: Call Property Name This parameter contains the name of the ShoreTel call property. Because original versions of the ShoreTel software only supported properties with names that started with _ST, this convention is still generally used. Call Property Value This parameter contains the call property value. If this is empty then any non-empty value for the named call property will be considered a match and the call will be recorded subject to other filter settings. Otherwise, the call will only be considered a match if the call property value matches this specific value. Filter by Group (Inbound calls only) Check this setting to filter which calls are recorded based on where the call was forwarded from. Typically the forward from extension would be a group but the user can also use station extensions or other extension types within the system to record based on the forwarding extension. The graphic below shows an example of a group filter that records calls to the specific groups shown: ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 59 of 100

Delete... To delete group extensions and ranges, select them in the list (the user can select multiple entries with Ctrl and Shift + click) and then click this button. ECC/RPs... Click this button to pick individual ShoreTel Contact Center groups (aka ShoreTel Route Points) from a list rather than enter them. A dialog similar to the dialog used to select the station to record for the profile will be displayed showing the Route Points in the system. Work... Click this button to pick individual ShoreTel Workgroup Extensions from a list rather than enter them. A dialog similar to the dialog used to select the station to record for the profile will be displayed showing the Workgroups in the system. Hunt... Click this button to pick individual ShoreTel Hunt Group Extensions from a list rather than enter them. A dialog similar to the dialog used to select the station to record for the profile will be displayed showing the Hunt Groups in the system. Extension or Range Here the user can enter a new forwarding extension or range of extensions. Examples of valid inputs are: "158" or "187" or "300-399" or "400-409". These would be appropriate on a system with three digit dialing. On systems with more digits the user would of course enter more digits for the extensions and ranges. Add Click this button to actually add the entered extension or range to the list. The user can also press the enter key while typing in the Extension or Range entry field. Filter by DNIS ID (Inbound calls only) Check this box to filter which calls are recorded based on DNIS ID. The DNIS ID stands for the Dialed Number Identification Service and represents the number dialed by the calling party. In many cases, for example, 800 numbers will be configured as the DNIS ID to present with a call. Note that (unlike the connected ID filter,) the DNIS ID filter is an exact match including any formatting. There is no automatic cleanup of the number or removal of a trunk or long distance code. The graphic below shows an example of a DNIS ID filter: ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 60 of 100

Delete... To delete DNIS IDs, select them in the list (users can select multiple entries with Ctrl and Shift + click) and then click this button. DNIS ID Here the user can enter a new DNIS IDs. Add Click this button to actually add the DNIS IDs to the list. The user can also press the enter key while typing in the DNIS ID entry field. OK Press OK to accept changes and close the dialog. Note that the changes are not updated at the server unless and until the Recording Profile is saved. Cancel Press Cancel to discard changes and close the dialog. Schedule Dialog Enabling the Schedule check box also enabled the Schedule button. Clicking the Schedule button opens the Schedule Dialog: ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 61 of 100

The schedule dialog allows the configuration of a weekly schedule to control when the schedule will be active. By default, record profiles are active 24 hours a day, seven days a week but enabling and configuring the record schedule allows this period to be restricted. For example, the above screen shot shows a schedule that would record calls from 8 AM to 5 PM, Monday to Friday. The Schedule dialog has the following fields and controls: Schedule This list shows the currently configured schedule. If more items are shown then can fit, scroll bars are automatically added. Users can either scroll the view to see the desired schedule items or they can expand the size of the window as needed. Schedule items that enable recording (Active status) are shown in green where schedule items that disable recording (Inactive status) are shown in red. You will generally want to add schedule items in pairs with the first item enabling recording at the start of a period and a second item disabling recording at the end of the period. Note that you can rapidly add repeating schedule items for consecutive days by entering the first items and then updating just the Day field and clicking Add again. For example, to quickly add the above items you could enter the Active item at 8:00 AM Monday and then change the Day to Tuesday, click Add, and so on through Friday. Similarly you could add the Inactive items by adding the first item at 5:00 PM Monday and then change the Day to Tuesday, click Add, and so on through Friday. Day Select the day of the week (Monday to Sunday) on which this schedule item will begin. Time Select the time when this schedule item will start.. ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 62 of 100

Active Check the Active checkbox if this schedule item enables recording at the specified day and time. Uncheck if this schedule item disables recording at the specified day and time. Add Click the Add button to add a new schedule item at the specified day, time and type (active or inactive.) If a schedule item matches the day and time of an existing item then this will just change the status assuming the added item has a different status then the existing item. Delete Select one or more items in the Schedule list using Ctrl + Click and/or Shift + Click and click the Delete button to remove them. Save Filter Dialog Clicking on the Save Filter... button in the Recording Profiles edit dialog brings up the Save Filter Dialog: This dialog is used to optionally control which call recording will actually be saved. This allows a Recording Profile to proceed with recording calls but to then determine at the time the call disconnects whether or not to save the recording. Filter by Call Property Check this box to filter which call recordings are saved based on the existence of a ShoreTel call property either set to any value or set to a specific value. The above graphic shows an example of a call property filter to record all calls that the ShoreTel Salesforce.com connector tagged at some point before the call disconnected. Call Property Name This field contains the name of the ShoreTel call property. ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 63 of 100

Call Property Value This field contains the call property value. If this field is empty, any non-empty value for the named call property will be considered a match and the call will be recorded subject to other filter settings. Otherwise, the call will be considered a match only if the call property value matches this specific value. File Settings Dialog Clicking on the File Settings... button in the Recording Profiles edit dialog's Storage Settings pane brings up the File Storage Settings Dialog: ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 64 of 100

This dialog is used to control three aspects of how the recording is saved by the Recording Profile: The root file storage path The folder template The file template The three parts together are used to determine the full storage path including the file name. The folder and file template can be used to dynamically generate a storage location for the recordings as well as a file names using data that is part of the actual calls. This will allow record profiles to store files based on aspects such as the workgroup that forwarded the call, the DNIS ID of the call, the connected ID of the call,or the internal user extension and name from the call as well as a number of other values. In addition, the "Property" template variable supports the ability to insert the contents of a specific ShoreTel call property as part of the generated folders or file names. Similarly the "Text" template variable supports the insertion of a fixed text string. See the section below on Template Variables for a full list of available variables. Unique File Names In order to avoid collisions with file names the Call Recorder will automatically generate a serial number suffix for the file name if the generated file name matches an existing file in the storage folder. For example, if a recording was named using the UserExtensionName template and this resulted in a file name of: 2129(Nancy Agent).wav And then a second call was recorded for the same agent then this call would be named: 2129(Nancy Agent).1.wav If another recording was saved for the agent it would be named: 2129(Nancy Agent).2.wav And so on. File Storage Path This parameter specifies the root path under which all files will be stored. This path is relative to the record server itself, and not to where the admin program is being run. It defaults to the value in the record server's Root file storage path for new record profiles server setting. This in turn defaults to the Recordings subdirectory of the application's installation directory, by default, at C:\Program Files (x86)\ ShoreTel\ShoreTel Call Recorder. Store in sub folder based on record profile s name If this is checked then an additional subdirectory is used to store the recording based on the current name of the profile. For example if the Root Storage Path was set to C:\Recordings and the Store in sub folder based on record profile s name setting was checked and the name of the profile was 911 Calls then the recordings would be stored in a root storage path of C:\Recordings\911 Calls. Note that this means that if a profile is renamed once recordings have been stored then any existing recordings will no longer be accessible to the player unless another profile provides access to the same storage location. The same would be true if the root storage path or the folder templates are changed. ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 65 of 100

Folder Template This is used to construct zero or more subfolders to contain the actual recording file. The actual template is defined by the order and contents of the values in the right hand list. The available variables are on the left. See the section below on Template Variables for a full list of available variables. Each variable results in a corresponding subfolder. An important point about the folders created or accessed by the folder templates is that if a template variable resolves to no data (for example, DNISID where there is no DNIS for the call) then this sub-folder level is skipped. This can result in recordings stored at different levels of the storage hierarchy. The graphic below shows an example of a Folder Template constructed to store the recording in a folder based on the user's extension and name and then under that, based on the call direction (In or Out): Please note that for persistent recording, if initiated on a system extension such as a Workgroup extension, the UserExtension, UserExtensionName and UserName template variables used in the storage folder name will be populated with data pertaining to the first transferred-to user. Add >> Click to add a variable selected on the left to the current template list on the right. Except for the Property and Text variables, the variable is also removed from the list of available variables from the list on the left. Adding the Property variable causes the dialog depicted below to appear, prompting for the name of the ShoreTel call property whose values should be used to replace the corresponding variable if/when a recording is saved: Enter the name of a property and click OK or press Cancel to not add the property variable. Similarly, adding the Text variable causes the below dialog to appear, prompting for the text to use as the folder name: ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 66 of 100

Double clicking a variable in the left hand list is the same as clicking Add >> with the variable selected. << Remove Click to remove a value selected in the current template list on the right and possibly to restore it to the list of available variables on the left. Double clicking a variable in the right hand list is the same as clicking << Remove with the value selected. Up Click this to move a value selected in the right hand list up relative to other values in the list. The order of values in the right hand template list determines the order of folders generated as needed when the recording is stored. Down Click this button to move a value selected in the right hand list down relative to other values in the list. Example The graphic below shows the template for the folder that would be constructed to save the recording file in a more user-friendly view. This reflects the order and contents of the values in the right hand list. The example shown in the above folder template shows an example of the folders that would be created given the values in the right hand list: File Template This dialog is used to construct a file name to be assigned to a stored recording. The file name can be assembled from the same variables as used to define the folder layout. See the section below on Template Variables for a full list of available variables. The actual file name template is defined by the order and contents of the values in the right hand list. The available variables are on the left. Each variable results in a corresponding name part. Name parts are separated by spaces unless they resolve to an empty string in which case no space is inserted. The below graphic shows an example of a file name template that constructs the file name from a Text variable, a Property variable and a GUID variable. Note that Text variables are shown as quoted strings in the value list on the right: ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 67 of 100

Please note that for persistent recording, if initiated on a system extension such as a Workgroup extension, the UserExtension, UserExtensionName and UserName template variables used in the file name will be populated with data pertaining to the first transferred-to user if the call is answered. For abandoned calls, UserExtension, UserExtensionName and UserName are left blank. So if only those empty fields are used for a folder, then no folder will be created and if only those empty fields are used for a file name, recording file will be automatically and uniquely named with an appending.1,.q,.3, etc. Add >> Click to add a variable selected on the left to the current template list on the right. Except for the Property and Text variables, the selected variable is removed from the list of available variables from the list on the left. Like the folder template, the Property and Text variables prompt for the respective property name or text. Double clicking a variable in the left hand list is the same as clicking Add >> with the variable selected. << Remove Click to remove a value selected in the current template list on the right and possibly restore it to the list of available variables on the left. Double clicking a variable in the right hand list is the same as clicking << Remove with the value selected. Up Click this to move a value selected in the right hand list up relative to other values in the list. The order of values in the right hand template list determines the order of the information used when forming the file name when the recording is saved. Down Click this to move a value selected in the right hand list down relative to other values in the list. Example The graphic below shows the template for the folder that would be constructed to contain the recording file in a user friendly view. It reflects the order and contents of the values in the right hand list. The example shown in the above file template shows an example of the file name that would be created given the values in the right hand list. Note that ".wav" is automatically provided: ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 68 of 100

Full Path Example The graphic below shows the full path where the File Storage Path is combined with the Folder Template and with the File Template. For example, given the settings above this is what the full path example would show: Show examples with sample data instead of variable names Checking this box toggles the display in this and the Voice Mail storage dialogs to show sample data in the examples rather than the variable names. This allows a better appreciation of the kind of folders and file names that can be created. The below graphics shows the above examples with this option enabled: This just affects the file storage dialog's user interface. It does not affect the operation of the record server. As an example of these specific storage values, the below graphic shows an actual call recording file made and recorded by this Record Profile. Note the location as well as the name of the file: ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 69 of 100

Player Settings Dialog Clicking on the Player Settings... button in the Recording Profiles edit dialog's Storage Settings pane brings up the Player Settings Dialog: This dialog is used to control who can use the player program to review and possibly delete recordings made by this recording profile. ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 70 of 100

Users can view and listen to recordings If this is checked then users can review and listen to recordings made on their behalves by this recording profile. If this is not checked then users will not be able to review and listen to their recordings unless they are configured explicitly as administrative users. Restrict view to UserExtension or UserExtensionName folder and below If this is checked then users can only see files in their extension based folder or below. Recordings made by this recording profile on behalf of other users will not be visible. This can only be checked if the choice to allow users to view and listen to their recordings is checked. In addition, this option only has value if the file storage folder hierarchy includes either the UserExtension or the UserExtensionName folder. Users can delete files If this is checked then users are allowed to delete any files they can see. This can only be checked if the choice to allow users to view and listen to their recordings is checked. Administrative Users who can view and Delete This allows the configuration of the users who can view, listen to, and delete files. Administrative users will have access to all of the files recorded by the recording profile. Even if the file storage hierarchy includes the UserExtension or UserExtensionName folder, administrative users will have access to all of the files. If an administrative user also happens to have their calls recorded by the recording profile then their administrative privileges take precedence over their normal user privileges. Administrative Users who can only view This allows configuration of a separate list of administrative users who can view all of the recordings but can't delete them. Note regarding user access to persistent recordings Typically persistent recordings are made starting on a system extension like a workgroup or route point. If the caller is transferred to and speaks with an agent then the resulting recording will contain the workgroup s treatment followed by the conversation between the caller and the agent. Because the recording profile would be targeting the workgroup s extension there would not be any user extensions listed in the recording profile. One way to allow these users to access recordings is by explicitly adding them as the appropriate type of administrative users (see Administrative Users sections above.) However, if you want to restrict users to only seeing recordings associated with their user extension then making users administrators won t work because users would see all recordings made by the profile. The way to achieve this is to check the Users can view and listen to recordings AND Restrict view to UserExtension or UserExtensionName folder and below. When these are enabled then each user will be able to see recordings sent to their extension from the system extension. Because the record player doesn t know if a given user s calls might be recorded by a persistent recording profile it will not show the profile s storage subfolder until at least one recording is stored in a folder for the user by the record profile. When these two options are checked for a persistent record profile then users can only see files in their extension based folder or below. Recordings made by this recording profile on behalf of other users will not be visible. ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 71 of 100

These options only have value if the file storage folder hierarchy includes either the UserExtension or the UserExtensionName folder. And, these options only apply to the first transferred-to user if the persistently recorded call is transferred from a system extension. If the call gets transferred again to the second transferred-to extension and on, recordings of all subsequent call connections are embedded in the same recording file with storage folder and file named after the first transferred-to agent only. Voice Mail Settings Dialog Clicking on the Voice Mail Settings... button in the Recording Profiles edit dialog's Storage Settings pane brings up the Voice Mail Storage Filter Dialog: ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 72 of 100

This dialog is used to control three aspects of how the recording is inserted into the ShoreTel Voice Mail system by the Recording Profile: The mailbox into which to insert the recording The "From" text template The "Subject" text template The From and Subject text templates are assembled in a very similar fashion to how the corresponding folder and file name templates are assembled in the File Storage Dialog described in the previous section. The difference is that the From and Subject templates are used to assemble the text that is passed along with the recording file to the voice mail system when the recording is inserted. The ShoreTel voice mail system will use the two text strings as the corresponding fields when the voice mail is viewed, for example, from within ShoreTel Communicator. Voice Mail Box This group of settings controls in which voice mail box(es) recordings are stored. Save voice mails in each user's mailbox If this choice is selected then recordings are stored in the mailbox associated with the user's extension that the call was on when it was recorded. Save voice mails in a specific mailbox If this choice is selected then all of the recordings made by this Recording Profile will be stored in the same mailbox. Mailbox If the Save voice mails in a specific mailbox choice is selected then this parameter defines the extension of the mailbox into which the recordings should be inserted. From Template (Note: Only the first 21 characters of the formed string are used) This is used to construct the "From" text that is associated with the recording when it is inserted into the ShoreTel voice mail system. The actual template is defined by the order and contents of the values in the right hand list. The available variables are on the left. Each variable results in a corresponding text part. Text parts are separated by spaces unless they resolve to an empty string in which case no space is inserted. This shows an example of a From template that constructs the text from the call Direction and the ConnectedID and Name: ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 73 of 100

Add >> Click to add a variable selected on the left to the current template list on the right. Except for the Property and Text variables, the variable is also removed from the list of available variables from the list on the left. The Property and Text variables prompt for the respective property name or text. Double clicking a variable in the left hand list is the same as clicking Add >> with the variable selected. << Remove Click to remove a value selected in the current template list on the right and possibly restore it to the list of available variables on the left. Double clicking a variable in the right hand list is the same as clicking << Remove with the value selected. Up Click to move a value selected in the right hand list up relative to other values in the list. The order of values in the right hand template list determines the order of the information used when forming the From text when the recording is saved. Down Click to move a value selected in the right hand list down relative to other values in the list. Example The below graphic shows the template for the "From" text that would be constructed and used when the recording is inserted into the voice mail system. This reflects the order and contents of the values in the right hand list. The example shown in the above file template shows an example of the From text that would be created given the values in the right hand list: Subject Template (Note: Only the first 100 characters of the formed string are used) This is used to construct the "Subject" text that is associated with the recording when it is inserted into the ShoreTel voice mail system. The actual template is defined by the order and contents of the values in the right hand list. The available variables are on the left. Each variable results in a corresponding text part. Text parts are separated by spaces unless they resolve to an empty string in which case no space is inserted. The ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 74 of 100

graphic below shows an example of a From template that constructs the text from a Text variable followed by the contents of a call property: Add >> Click to add a variable selected on the left to the current template list on the right. Except for the Property and Text variables, the variable is also removed from the list of available variables from the list on the left. The Property and Text variables prompt for the respective property name or text. Double clicking a variable in the left hand list is the same as clicking Add >> with the variable selected. << Remove Click to remove a value selected in the current template list on the right and possible restore it to the list of available variables on the left. Double clicking a variable in the right hand list is the same as clicking << Remove with the value selected. Up Click to move a value selected in the right hand list up relative to other values in the list. The order of values in the right hand template list determines the order of the information used when forming the From text when the recording is saved. Down Click to move a value selected in the right hand list down relative to other values in the list. Example This diagram below shows the template for the "From" text that would be constructed and used when the recording is inserted into the voice mail system and reflects the order and contents of the values in the right hand list. The example shown in the above file template shows an example of the From text that would be created given the values in the right hand list: Show examples with sample data instead of variable names Checking this box toggles the display in this and the File system storage dialogs to show sample data in the examples rather than the variable names, thus allowing a better appreciation of the kind of folders and file names that can be created. The below graphic shows the above examples with this option enabled: ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 75 of 100

This setting only affects the administrative user interface. It does not affect the operation of the Record Server or the Recording Profile being edited. As an example of these specific storage values, the below graphic shows an actual call recording inserted into the ShoreTel voice mail system and the corresponding details as shown in ShoreTel Communicator: Template Variables Most of the template variables available for configuring the storage settings and/or voice mail settings have fairly self-explanatory names. In addition, using the sample date display modes of the respective dialogs allows you to see examples of the data that would be generated by each template variable. This is a list of the template variables and what they are used for: ConnectedID, ConnectedIDName, ConnectedName Replaced by the call s connected ID and/or name of the call if available. For inbound calls this would be the caller ID and caller ID name. For outbound calls this would be the dialed number of the name associated with the dialed number. The ID is shown without any punctuation or separators. The name part of the ConnectedIDName will only show in parenthesis if the name is set. Date Replaced by the date that the call was recorded. In order to be valid in file names and also to sort in ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 76 of 100

alphabetically in date order it is generated in the format YYYY-MM-DD. For example, 2012-07-12. Note that the player will display the date and time of the underlying recording file. DayOfWeek Replaced by the day of the week. For example, Monday. Direction Replaced by the direction of the call, either In or Out. DNISID, DNISIDName, DNISName Replaced with the call s dialed number ID and/or dialed number name (description). This is only set for inbound calls. GroupExtension, GroupExtensionName, GroupName Replaced with the call s transferring extension and/or name. This is only set for inbound calls which were transferred from a workgroup, hunt group or route point. GUID Replaced with the call s globally unique ID. It is a string that can be used to uniquely identify the call. Because other ShoreTel systems and applications (for example, the CDR database) also allow access to the CDR, this can be used to correlate recordings with call details captured elsewhere. Property Replaced with the value of a specific ShoreTel call property. When this variable is selected a dialog is displayed to allow the name of the call property to be specified as shown here: RecorderExtension, RecorderExtensionName, RecorderName Replaced with the extension and/or name of the party or the system that the call recording is first initiated by a record profile requesting that the call be recorded. For call recordings initiated on a station extension these variables will match the equivalent UserExtension, UserExtensionName and UserName variables. RecordingLength Replaced with the length of the recording in seconds. This would typically not be used as part of a folder template. Text Replaced with entered text. When this variable is selected a dialog is displayed to allow the text to be specified as shown here: Note that using text as part of file templates can improve searching of recordings from the player application. For example, inserting ConnectedID( + the ConnectedID template variable + ) into the file name would allow searching later for all calls to/from area code 212 by searching for ConnectedID(212. ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 77 of 100

Time Replaced by the time of the recording. This would typically not be used as part of a folder template. UserExtension, UserExtensionName, UserName Replaced with the user extension and/or name of the party that the call is on if recording is started when the call is connected to a user s extension. If recording is started when the call is connected on some other extension type (such as a workgroup) then the User fields will not be set unless the recording is a persistent recording and the call is sent to a user extension. Note that in this case the User fields are set to the first user the call is sent to (for a blind transfer or redirect) or the first user the call connects to (for a consulting transfer such as from a hunt group, workgroup or ECC route point). ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 78 of 100

Call Recorder Client Overview The Call Recorder Client program is used for two different purposes: To allow users to pause and resume recording of calls. To allow users to decide if a recording should be saved or not saved at the end of the call. Both of these features must be enabled by the Call Recorder Administration program as part of a recording profile s Client Settings in order for users to be able to control these settings using the client program. When a call is connected on the user s extension and if the user is allowed to control the relevant setting, the client program will enable the appropriate controls and display the relevant statuses. It only works with calls recorded by the ShoreTel Call Recorder. If a user is recording calls using their Communicator client program then this record client program will not provide any functionality for those calls. The client program normally runs from the user's system tray. By default a single left click on the tray icon will toggle the save/no save at call disconnect decision and a double click will pause or resume the capturing of the recording but these actions can be reversed via a user setting. When either setting is changed, the tray icon updates to reflect the new state. Pause/Resume If multiple recording profiles are recording the same call at the same time and if any of the profiles allow the client users to pause or resume recording then pause and resume will be available to the client user for the call and if the recording is paused then the recording that results for all profiles would have the same pauses as part of their copy of the recording stored to the profile s storage location and/or voice mail box. One important point regarding the pause feature is that the background recording beep will continue to be heard while recording is paused unless silent recording is enabled. Pausing recording does not tear down the recording call. Rather, it simply stops saving capturing the audio associated with the call. Save/No Save If multiple recording profiles are recording the same call at the same time and any of the profiles allow the user to control saving then the client users will be able to toggle the save state of the recording for when the call disconnects. However, the save/no save setting will only apply to those profiles that allow users to control the save state of the recordings. If other profiles record the same call but do not allow users to control the save status of the recording then the recordings for those profiles would be retained for those profiles even if the user had indicated the recording should not be saved. It is important to understand that the save/no save setting is evaluated when the call disconnects. Note that calls that are being recorded persistently will not be considered disconnected until they disconnect from the system as a whole. Therefore, if the recording is set to not be saved and the call is transferred to another agent also running the client program they will see the same status and could decide on saving if desired and enabled by the recording profile. If there are multiple persistent record profile(s) initiated on the same extension, then the saved recording applies only to those with the Client can control save/no save setting enabled. ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 79 of 100

Pause and resume work similarly for persistent recordings. That is, if recording is paused and the call is then transferred it would continue to stay paused and anyone running the client program who handles the call would see that recording has been paused and could un-pause it. Initial Configuration If you are running the client program on a ShoreTel server or in a Windows Terminal Services or Citrix environment rather than in the more typical client PC environment, there is one initial setting you'll need to make before the client program will function correctly. Specifically you need to go to the client settings (right click the tray icon and select "Settings..." from the context menu) and change the Extension field in the Phone pane to match your specific extension: This setting is not needed and should not be made for normal client machines. The Tray Icon The tray icon displays several states based on the state of the user's phone and the current save/no save and pause/resume status when a call is connected and being recorded by the ShoreTel Record Server and when either or both of the client control is enabled. ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 80 of 100

Client's phone is either disconnected or out of service. This could be caused due to the phone being unplugged or perhaps a network problem. Client is connected to the user's phone but there is not currently an ongoing call to control the recording status of. The call is being recorded and recording will be saved when the call disconnects. The call being recorded and recording will NOT be saved when the call disconnects. The call is being recorded but recording is currently paused. Note that when recording is paused it is not possible to tell from the icon alone if the recording will be saved or not when the call disconnects. The user can use the tray icon hover text, the context menu or the client program s main window buttons to check the full status as described below. When a call is being recorded and either or both of the client control is enabled, placing the mouse over the tray icon will display the current caller or called phone number (if known) along with the current state of the saving, and pause for example: 203261211: Recording paused, save enabled 203261211: Recording active, save disabled The Context Menu Right clicking the tray icon will display the application's context menu: Save or No Save This menu item will appear if the user is allowed to control saving on call disconnect. Selecting Save or No Save will toggle the no save or save status of the current recording. If it says Save then clicking it will change the setting from not saving to saving. Similarly, if it says No Save then clicking it will change the status from saving to not saving. In persistent recording, the last agent wins as the last agent s save/no-save decision overrides save/no save status set by the prior agents. If the persistent call recording is saved upon call disconnect, the saved recoding only applies to the recording profiles which are persistent and have the recording initiated from the same extension. Pause or Resume This menu item will appear if the user is allowed to control record pause and resume. Selecting Pause or Resume will toggle the save setting of the current recording. If it says Pause then clicking it pauses the current recording. If it says resume then clicking it will resume the current recording. ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 81 of 100

Open... Selecting Open... will open the main window of the client program. This shows the program s log and provides controls over the logging and access to the program settings. In addition, it shows the current status of the two settings if the current call is connected and being recorded and if the user has the ability to control the settings: Client s Main Window Buttons and Icon Status Like the tray icon, the main window reflects the current save/no save and pause/resume status of the currently recorded call (if any) as well as the settings of the client control These two settings are configured by the record admin program via the recording profile(s). Because the client may or may not have the control of either or both settings, below shows some of the possible statuses and the button displays: The client program is unable to connect to the ShoreTel phone system. Examining the client program log file may provide additional information: No call is connected or the connected call is not being recorded by the record server, or the call is connected and recorded, but the recording profile does not allow users to control save/no save and/or pause/resume: ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 82 of 100

The current call is being recorded and the client is enabled to save/no save and pause/resume the recording, and the current recording status is save and resumed (active): The current call is being recorded and the client is enabled to save/no save and pause/resume the recording, and the current recording status is save and paused : The current call is being recorded and the client is enabled to save/no save and pause/resume the recording, and the current recording status is no save and resumed : The current call is being recorded and the client is enabled to save/no save and pause/resume the recording, and the current recording status is no save and paused : The current call is being recorded and the client is enabled to save/no save the recording, and the current status is save : The current call is being recorded and the client is enabled to save/no save the recording, and the current status is no save : ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 83 of 100

The current call is being recorded and the client is enabled to pause/resume the recording, and the current status is resumed (or active): The current call is being recorded and the client is enabled to pause/resume the recording, and the current status is paused (or inactive): Log Level Sets the log level of the client program from NONE to DEBUG. The default, INFO will log the recording setting for each call that is recorded and anytime a user changes the setting this will also be logged. DEBUG logging should be enabled if the application has problems or if we (ShoreTel Professional Services) need to work with you regarding a problem. Clear Log Clear Log clears the current log view. This can be used before a test to remove earlier logging. Settings... Opens the Settings dialog (see below.) Settings Dialog The client program settings are accessed either by right clicking the tray icon and selecting Settings... or by pressing the Settings... button from the application's main window. This shows the client program settings: ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 84 of 100

Don't save recordings to or from these numbers Only for the user with save/no save enabled, this settings allow the user to enter phone numbers of calls for which the client should not save recordings. The user can check the number for an inbound or outbound call by placing the mouse over the tray icon while on a call. If known, the phone number will be displayed in the pop-up. To enter a new number, enter it in the field under the list and press enter or click the Add button. To delete a number from the list select it and click the Delete button. Left mouse tray icon actions This setting allows the user to control how the client program handles a single left mouse click on the tray icon vs. a double left mouse click. With the initial setting, Single Click: Save, Double Click: Pause the client program will toggle the save/no save when it receives a single click and pause or resume recording when it receives a double click assuming the call is being recorded and the user recording profile gives the user the appropriate capabilities. To reverse the client program s handling of the single click and the double click, select the second choice, Single Click: Pause, Double Click: Save. Phone This field was discussed in the section on Initial Configuration above. ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 85 of 100

Auto-start client when user logs into Windows Checking this option will cause the client to be run automatically whenever this user logs into Windows. Log Low level CTI activity In addition to the regular client program log shown in the client's main window, there is a second lower level log that logs details of the ShoreTel Computer Telephony interface used by this application. This logging should normally only be enabled when requested by ShoreTel Professional Services in relation to a suspected problem. Exit Selecting the Exit option from the context menu exits the application. This is the only way to shutdown the client. Closing the main Window just "hides" the application but the application continues to run and will remain in the user's Windows tray. ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 86 of 100

Call Recorder Web Player The ShoreTel Call Recorder Web Player program can be installed on the same server as the record server or it can be installed on a separate ShoreTel server. The player allows users to view those recordings to which they have permission to listen and download. Depending on their privileges, users may also be allowed to delete recordings. In addition, depending on configuration, users can access recordings made on behalf of other users if they have administrative control as set using the record admin program. Because the record player communicates with the record server to provide storage folder details it will only work correctly if the record server is running. Login To start the player program, execute this URL substituting the machine name or IP address of the ShoreTel server for localhost. This example shows the server as localhost which would be appropriate if you are accessing the player web site directly from the server: http://localhost/stpscallrecorderplayer This shows the player login page: ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 87 of 100

To login, enter either your ShoreTel Communicator user name and password or your Active Directory user name and password. Which one you use depends on how you log into Communicator. To stay logged in for a period of time even if you exit the browser, you can check the "Remember Me?" checkbox. If there is a problem with the login an error message will be displayed and you can fix the problem and try again. Note that in the case of Active Directory, if you fail to log in several times in a row or your account is locked out by an administrator then you will not be able to log in until the issue is resolved. This shows a login error: ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 88 of 100

ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 89 of 100

Main Screen Assuming that your login is successful you should then see the main screen of the Call Recorder Player: Top Controls At the top of the screen moving from left to right the player supports the following controls: The application name. Details of the currently logged in user name and extension. The Logout link. Clicking this will log the user out of the player. The Play from Phone checkbox. If unchecked, the player will attempt to play back recordings using an embedded Apple QuickTime Player through the user s sound card. If checked the player will provide a playback interface appropriate for playing back audio via the user s phone. The rows/page dropdown. This controls the number of rows of recordings that will be displayed by the player in the grid view. It also attempts to set the size of the folder tree view to match. Filter Next is the Filter. This area allows a user to enter any text that might be part of an existing file and when Enter is pressed or the Apply button is clicked the filter will be applied and only folders containing matching files names will be shown in the Folders tree view. Similarly, selecting a folder when a filter is active will only show matching files in the grid view. To remove a filter and restore the view to showing all folders and all recordings click the Clear button. ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 90 of 100

QuickTime or Phone Player Controls Under the filter and just above the folder tree and grid views are the File player controls. This area will contain either the QuickTime player as shown in the above screen shot if the Play from Phone checkbox is unchecked or it will show the phone playback controls. This shows how the top of the screen looks when Play from Phone is checked: Just under the player controls is where the player will display any errors that may occur. These errors will be displayed for approximately four seconds and then will be removed. This shows an error (this was caused by a user trying to do a playback via their phone when they haven t selected a file to play): Folders View Pane At the bottom left of the player screen is the Folders view pane. Assuming there isn t a filter active then at the top level, the folders view will display all of the recording servers to which the player is configured to connect. Record servers are shown with a distinctive icon: If the player can t connect to a configured record server then the icon will have a white cross on a red circular background over the server icon. Selecting the server node will display the error or exception that the player had when trying to access the server in the grid view on the right: ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 91 of 100

Under each configured server are one or more folders. Each first level folder directly under a server object is associated with a record profile on the server. For example, in the below screen shot the server localhost has two recording profiles in which this user is allowed to see calls, Emergency 911 and All Calls : If a record profile refers to an invalid or inaccessible file storage path then the folder icon will have a white cross on a red circular background over the folder icon. Selecting the folder node will display the error or exception that the player had when trying to access the file storage location in the grid view on the right: If a record profile is storing files in subfolders then these are shown as additional folders under the record profile folder. For example, the below graphic shows a scenario where the All Calls record profile has stored recordings in 5 sub-folders: ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 92 of 100

When a folder is selected, the grid view pane on the right will either show a message No recordings in this folder or will show the files contained in the folder. Grid View Pane At the bottom right of the player screen is the grid view pane. The grid view shows all of the files contained in the currently selected folder in the folder pane whose file names contain the currently applied filter text (if any.) The currently selected folder is shown just above the grid view. This will be in the following format: <server>\<record profile name>\subfolder1\subfolder2 Grid View Data Columns The three rightmost columns show details about each recording: The date and time the recording was saved. The length of the recording in the format HH:MM:SS. The file name of the recording. This is the file name formed by the recording server. The three data columns can be sorted by clicking on their respective column headers. Clicking a column header will sort the data based on the column in either ascending or descending order. Each time the column is sorted it will be sorted in the reverse order as previously sorted. The current sort column and sort direction is indicated by a small upwards or downwards facing arrow to the right of the header text. Grid View Control Columns The grid displays two or more columns which provide controls for playing, downloading and optionally deleting the associated file. The above screen shot shows the case where the user can only play or download a recording. If the user is also allowed to delete files then the delete column will also be included as shown here: ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 93 of 100

In order for a user to be able to delete files, the relevant record profile s Player Settings (configured in the admin) must either have the Users can delete files option checked or the user must be a member of the Administrative Users who can view and Delete list: The grid view controls have the following functions: Play Clicking play will cause the software to attempt to play the selected file using either the sound card or the phone depending on the setting of the player s Play from Phone setting. See the next section on controlling playback for additional details. Download Clicking the download control should initiate a download of the selected recording. The user should be provided with a prompt like this: ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 94 of 100

The user can then select Open to download and start playing the file in the user s default media player application or they can click Save to save the recording. To save a copy, click the Save button and provide an appropriate location and if desired, a different file name to store the file to: Delete The Delete control will be available only if the administer has allowed users to delete recordings via the record profile s player settings. Clicking the Delete control will prompt the user if they want to delete the file: ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 95 of 100

If the user clicks OK the file will be deleted. Grid View Navigation Controls If there are more recordings than will fit on the current page then only the first page will show. Users can use the Page n of m dropdown to select a specific page or the navigation buttons to move forward or back a page at a time or to skip to the first or last page: Controlling Playback Currently the Player supports Internet Explorer, Firefox, Chrome and Safari. Playback of recordings via the phone or via the QuickTime player is supported in all of those browsers. To select and start playing a recording, in the grid view, click the blue play control next to the entry to which you want to listen. Playback using the Embedded QuickTime Player If the Play from Phone checkbox is unchecked then the playback will occur using the embedded QuickTime player through the Computer s sound card. The player can be used to pause, stop, restart or skip through the recording. This shows the media player controls: If a recording is playing the user can stop, pause, or restart it using the appropriate controls. They can drag the slider to jump forward or backward in the current playback. The user can also mute and un-mute the volume as well as change the volume of the current playback. Finally, the small arrows on each side of the position slider allow the user to speed up or slow back down the playback. Note that the small arrows to the right of the slider are not used. ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 96 of 100

Note that if the user has not installed the free QuickTime player they will need to do so by visiting the Apple Web Site at: http://www.apple.com/quicktime/download/ Note that QuickTime supports most browsers running on PCs and the Mac. If the user has not installed the QuickTime Player than an outline with a red X may be shown in place of the player. Playback using the Popup Media Player with Firefox If a user has not installed QuickTime then one option is to use some other media player by downloading instead of playing: 1) Select Download button next to the file you want to play: ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 97 of 100

2) FF displays a popup, select Open and Click OK: 3) Files starts playing. Note that this shows a playback where the user s default media player is the Windows Media Player. It could be some other player such as QuickTime: Playback using the User s Phone If the Play from Phone checkbox is checked then the playback will occur via the user s phone. The phone player controls can be used to pause, stop, restart and skip forward or backwards five seconds at a time. This shows the phone playback controls: ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 98 of 100

The text box shows the status of the phone based playback. The above graphic shows an active play as evidenced by the green background and play time details. It will change based on the status of a playback call and whether the playback is stopped or paused. Playing starts by clicking the play icon next to the desired recording in the grid view. If playing is stopped then playing can be restarted by clicking the play button. The play will stop automatically when done or a user can stop it early by clicking the stop button. A user can pause and resume playing by clicking the Pause/Resume button. Finally, a user can skip forward or backwards five seconds at a time by clicking the Skip Forward and Skip Backward buttons. When a user initiates a playback using the phone, the player will automatically attempt to place an auto-answer call to the user s extension. Because this takes a second or two, the player does not automatically disconnect the call when playing completes. Therefore, when the user is done with the call he can either hang up his phone or click the Drop Call button to hang up the call. Similarly, if the user wants to first connect the player to his extension before requesting a playback he can click the Make Call button. Refresh the Folders and Files When a user runs the player, it queries the configured record server(s) and caches the folders and files that he is allowed to view. However, if folders or files are added or removed then he will not see the changes. The player provides a snapshot at the time it loads. Therefore if a user wants to see recording which were made after he loaded the player he can force the player to re-cache the folders and files by refreshing the browser. Linking to the Call Recorder Player The call recorder can be launched in such a way that it will automatically filter calls based on a query string passed as part of the URL format. If the player is launched in this fashion and at least one recording matches the filter value then it will automatically start playing. This allows integration with applications to provide a basic ability to play back a call or calls which match a specific filter as part of their file name. The format of the URL uses the File field name as the query parameter. This is the format of the query string: http://localhost/stpscallrecorderplayer?file=<string to filter on> So, for example, to find recordings which include this GUID is their file name (00010000-0002-4D38-BFC2-0A9B20524153) you could launch the recorder with this URL: http://localhost/stpscallrecorderplayer?file=00010000-0002-4d38-bfc2-0a9b20524153 ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 99 of 100

Note that is the user is not already logged into the player then the first time that the player is launched they will need to first log in. ShoreTel Call Recorder Copyright 2011-2012 ShoreTel Inc. Page 100 of 100