Avaya IP Office ContactStore 7.8 User Manual

IP Office

IP Office ContactStore 7.8

15-601038 Issue 4b - (06 July 2009)

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Documentation information For the most current versions of documentation, go to the Avaya Support web site (http://www.avaya.com/support) or the IP Office Knowledge Base (http://marketingtools.avaya.com/knowledgebase/).

Avaya Support Avaya provides a telephone number for you to use to report problems or to ask questions about your contact center. The support telephone number is 1 800 628 2888 in the United States. For additional support telephone numbers, see the Avaya Web site: http://www.avaya.com/support.

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Contents

ContactStore Overview1.

..................................................................... 81.1 License

..................................................................... 91.2 Functional Components

..................................................................... 101.3 Recordings

..................................................................... 111.4 Internal Database

..................................................................... 121.5 Licensing

..................................................................... 121.6 Supported Languages

Installation2.

..................................................................... 152.1 Calculating Disk Size Required for Recordings

..................................................................... 162.2 Installing ContactStore

..................................................................... 172.3 Testing the Recording Operation

............................................................................ 172.3.1 Configuring your Browser

............................................................................ 182.3.2 Adding ContactStore to a Zone

..................................................................... 192.4 Upgrading from ContactStore 7.2

..................................................................... 202.5 Upgrading ContactStore 7.8

Accessing ContactStore3. Configuring ContactStore Settings4.

..................................................................... 264.1 System Overview Page

..................................................................... 274.2 Audit Trail

..................................................................... 284.3 Viewing Alarms and Events

..................................................................... 294.4 Adding Hierarchical File Storage Support

..................................................................... 294.5 Advanced Configuration Options

..................................................................... 648.6 Exporting Multiple Calls

Appendix9.

..................................................................... 669.1 ContactStore Version

..................................................................... 679.2 Archiving

..................................................................... 699.3 Alarms

..................................................................... 719.4 Trouble Shooting

............................................................................ 719.4.1 Installation Problems

............................................................................ 719.4.2 Trouble Shooting Tools

............................................................................ 729.4.3 System Administration Page Problems

............................................................................ 739.4.4 Email Alarm Problems

............................................................................ 739.4.5 ContactStore to VoiceMail Pro Problems

............................................................................ 749.4.6 Search and Replay Problems

..................................................................... 779.5 Advanced Security

............................................................................ 779.5.1 Installing Unlimited Strength Encryption

............................................................................ 779.5.2 Changing the Tomcat Port Numbers

............................................................................ 789.5.3 Installing a Signed SSL Certificate

9.5.4 Configuring Viewer and Archive to use

............................................................................ 80

HTTPS

...............................................................................83Index

Contents

Administration of User Accounts5.

..................................................................... 335.1 Windows Domain Authentication

..................................................................... 335.2 Use of SSL

..................................................................... 335.3 Session Inactivity Timeout

..................................................................... 345.4 Creating a New Account

..................................................................... 355.5 Changing Your Password

..................................................................... 365.6 Editing an Account

..................................................................... 375.7 Deleting an Account

IP Office/Voicemail Pro Configuration6.

..................................................................... 416.1 Call Recording Warning

..................................................................... 426.2 Changing the Recording Time

..................................................................... 426.3 Manual Call Recording

..................................................................... 446.4 Automatic Recording Options

..................................................................... 496.5 Creating a Call Flow

Administrative Tasks7.

..................................................................... 537.1 Daily Procedures

..................................................................... 547.2 Weekly Procedures

..................................................................... 547.3 Monthly Procedures

..................................................................... 557.4 Backing Up the Database

..................................................................... 557.5 Restoring the Database

..................................................................... 567.6 Backing Up The Voice Recordings

..................................................................... 567.7 Moving to a New PC

Search and Replay8.

..................................................................... 588.1 Accessing Search and Replay

..................................................................... 598.2 Searching for Calls

..................................................................... 608.3 Viewing Results

..................................................................... 618.4 Call Sets

..................................................................... 638.5 Playing a Call

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Chapter 1.

ContactStore Overview

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ContactStore Overview:

1. ContactStore Overview

This documentation covers version 7.8 of ContactStore for IP Office, supported in conjunction with IP Office 5.0 and higher with Voicemail Pro 5.0 and higher.

The standard call recording facilities provided with IP Office and Voicemail Pro can be extended further by using ContactStore. ContactStore stores and catalogs recordings so that they are easily accessible for later retrieval. Any recordings that you instruct Voicemail Pro to 'send to the Voice Recording library' are placed in a database.

ContactStore for IP Office (referred to as ContactStore from now on) is provided with the Voicemail Pro software CD set and has an inbuilt 90 day trial license. A fully featured ContactStore system can be installed and used for 90 days from the creation of the first recording. After this time the system will stop taking recordings until a license is purchased and installed into the IP Office. All of the existing recordings can be accessed but no new ones can be made.

It is important to understand how the ContactStore operates so that you can best maintain and update it. This section takes you from an overview diagram through to a detailed discussion of the operation of the system.

ContactStore complements the voice recording capabilities of Voicemail Pro. It stores and catalogs the recordings so that they are easily accessible. Any recordings that you instruct Voicemail Pro to “send to the Voice Recording Library” are placed in a folder that is visible to ContactStore. ContactStore checks this folder every few seconds and if it finds a new recording file there, it:

· Reads the information about the recording from the file.

· Compresses the audio to 16kbps G.726 format.

· Stores the resultant file in the configured ContactStore hard disk, either on a separate server or in a specified

partition.

· Updates its integral database with details of the recording.

· Deletes the original .wav file from the handover directory.

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1.1 License

All materials (regardless of form, and including, without limitation, software applications, documentation, and any other information relating to Verint Systems, its products or services "Verint Materials") are the exclusive property of Verint Systems, and subject to the license agreement terms and conditions relating to those Verint Materials (“License Agreement”) as agreed to by you at the time of license. Only expressly authorized individuals under obligations of confidentiality are permitted to access, review and use the Verint Materials. By accessing, reviewing and/or using the Verint Materials, you expressly agree to (i) the terms and conditions contained in the License Agreement, (ii) not disclose these materials to any third party except as expressly authorized by Verint Systems, and (iii) protect the Verint Materials as confidential and trade secret information. Any unauthorized review, retransmission, dissemination or other use of the Verint Materials is strictly prohibited. If

you are not authorized to access, review or use the Verint Materials, please return the Verint Materials in their entirety (and any copies) from where they were obtained. EXCEPT AS OTHERWISE EXPRESSLY PROVIDED IN THE VERINT SYSTEMS CLICKWRAP LICENSE AGREEMENT, ALL VERINT MATERIALS ARE PROVIDED "AS IS" AND

WITHOUT WARRANTY OF ANY KIND. VERINT SYSTEMS DOES NOT MAKE AND EXPRESSLY DISCLAIMS ALL WARRANTIES AND REPRESENTATIONS WITH RESPECT TO THE VERINT MATERIALS (AND ANY COPIES OF THE SAME) PROVIDED HEREUNDER OR OTHERWISE, WHETHER ORAL OR WRITTEN, EXPRESS OR

IMPLIED, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY, ACCURACY, NON-INFRINGEMENT, SYSTEM INTEGRATION, AND FITNESS FOR A PARTICULAR PURPOSE. EXCEPT AS OTHERWISE EXPRESSLY

PROVIDED IN THE VERINT SYSTEMS CLICKWRAP LICENSE AGREEMENT, NEITHER VERINT SYSTEMS NOR ITS AFFILIATES OFFICERS, DIRECTORS, EMPLOYEES, SHAREHOLDERS, AGENTS, SUPPLIERS, OR REPRESENTATIVES SHALL BE LIABLE TO YOU OR ANY THIRD PARTY FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY OR CONSEQUENTIAL DAMAGES WHETHER FORESEEABLE OR UNFORESEEABLE, THAT MAY ARISE OUT OF OR IN CONNECTION WITH THIS AGREEMENT EVEN IF VERINT SYSTEMS HAS BEEN NOTIFIED OF THE POSSIBILITY OR LIKELIHOOD OF SUCH DAMAGES OR COSTS OCCURRING, AND WHETHER SUCH LIABILITY IS BASED ON CONTRACT, TORT, NEGLIGENCE, STRICT LIABILITY, PRODUCTS LIABILITY OR OTHERWISE.

This computer program is protected by U.S. and international copyright laws, patent laws, and other intellectual property laws and treaties. Unauthorized use, duplication, publication and distribution of all or any portion of this computer program are expressly prohibited and will be prosecuted to the maximum extent provided by law. Your rights in this computer program are limited to the license rights granted under the license agreement agreed to by you at the time of license. If needed, please contact your vendor for an additional copy of those terms. All other rights, title and interest are expressly restricted and retained by Verint Systems, Inc. and its licensors. The following open source applications are included with this computer program ("Open Source"), with ownership in those applications as indicated below. Ant, Axis, log4j and Tomcat are each copyright © 2000 - 2003 The Apache Software Foundation. All rights reserved. Licensed under the Apache License, Version 2.0, which can be obtained at http://www.apache.org/licenses/LICENSE-2.0. PostgreSQL is portions copyright © 1996 - 2005, The PostgreSQL Global Development Group, and portions copyright © 1994, The Regents of the University of California. All rights reserved. A copy of the PostgreSQL license can be obtained at http://www.postgresql.org/about/licence. jcifs is copyright © 2004 The JCIFS Project. All rights reserved. Licensed under the terms of the GNU Lesser General Public License as published by the Free Software Foundation, which can be obtained at http://www.gnu.org/licenses/licenses.html. JoeSNMP is copyright © 2002 - 2003 Blast Internet Services, Inc, and copyright © 1999 - 2001 Oculan Corp. Copyrights for modified and included code are included in the individual source files. All rights reserved. Licensed under the terms of the GNU Lesser General Public License as published by the Free Software Foundation, which can be obtained at http://www.gnu.org/licenses/licenses.html. A license in each Open Source software application is provided to you in accordance with the specific license terms specified above. EXCEPT WITH REGARD TO ANY WARRANTIES OR OTHER RIGHTS AND OBLIGATIONS EXPRESSLY PROVIDED DIRECTLY TO YOU FROM VERINT, ALL OPEN SOURCE SOFTWARE IS PROVIDED "AS IS'' AND ANY EXPRESSED OR IMPLIED WARRANTIES, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE DISCLAIMED. IN NO EVENT SHALL THE OWNERS OF THE OPEN SOURCE SOFTWARE OR ITS CONTRIBUTORS BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES (INCLUDING, BUT NOT LIMITED TO, PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES; LOSS OF USE, DATA, OR PROFITS; OR BUSINESS INTERRUPTION) HOWEVER CAUSED AND ON ANY THEORY OF LIABILITY, WHETHER IN CONTRACT, STRICT LIABILITY, OR TORT (INCLUDING NEGLIGENCE OR OTHERWISE) ARISING IN ANY WAY OUT OF THE USE OF THE OPEN SOURCE SOFTWARE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGE.

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ContactStore Overview: License

1.2 Functional Components

ContactStore can run on the same server as Voicemail Pro or a separate one. The ContactStore application contains several distinct Functional components as shown in the diagram.

The major functional components of the ContactStore server are:

· A folder into which Voicemail Pro deposits .wav files as recordings complete.

· A file path into which call contents and derived files are written as industry standard .wav and .xml files.

· A PostgreSQL database into which details of all recorded calls are inserted.

· A browser-based call search and replay application.

· A browser-based system configuration and status monitoring application.

· Disk space management - Oldest recordings are automatically deleted as needed.

· Optional archive management - Recordings can be automatically written to a DVD+RW drive.

The rest of this section provides details about these components.

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1.3 Recordings

ContactStore stores recorded calls with certain security in place. Access to recordings is strictly controlled according to the security constraints configured within the System Administration pages. Each recording has an owner; the call owner is the number of the extension that recorded the call. You can specify to which extensions each user has replay rights. The user can search for and replay calls 'owned' by those stations. Typically an individual may be given rights to replay calls owned by their own extension number while managers may have rights to extension numbers of all their staff.

Recording files

Calls are stored in an industry standard .wav file. When each call is completed and as each recording becomes available, ContactStore compresses the audio and updates

the database with a record of the call. These files are stored in a hierarchy of folders beneath a root path, which you set after installing the software.

Every recording results in:

· One .wav file.

The .wav file contains the actual audio of the recording. You can double-click some .wav files to play them directly. Others are in audio formats that are not directly supported by Microsoft's Media Player; these must be converted into a supported format before they can be played. Since ContactStore's Search and Replay application does this conversion automatically, you do not need to access these files directly.

· One .xml file.

The .xml files contain details about the recorded calls. Although most users typically search against the ContactStore’s database of calls, you can view these files directly in a browser if required. Within each .xml file there are:

· All the details known about this recording. Most of the information, but not all, will be inserted into the calls database. Some of the information is only of interest for diagnostic and maintenance purposes.

· A link to the final audio file.

· Start and end time.

You should always use the integral DVD archiver to automatically back up these files.

Audio compression

ContactStore uses the G.726 16kbps ADPCM compression standard, which provides the best compromise between storage capacity and CPU loading.

ContactStore is designed to perform compression as a background task, which does not impact your ability to record, search or play other calls. It takes approximately 1 minute to compress a two hour recording; there is a delay (from a few seconds to a few minutes) between completion of a recording and its availability in the Search and Replay application.

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ContactStore Overview: Recordings

1.4 Internal Database

If you have retained all of the .xml and .wav files, then you have kept all of the details about the recordings you have made. However, the system uses a database to hold this information in more readily accessible forms. This database is located on the ContactStore server.

The database stores details of the recordings as well as details of the ContactStore configuration.

· Recording details

The call details database is stored beneath the location into which you installed ContactStore, under the \postgresql\data sub-directory and occupies approximately 1KB per call. To allow you to search for calls easily, the details of the recordings are normally inserted into this database. It contains one record for each call recorded and additional records for each party on the call and the owner of the call. The information stored for each call is:

· A unique reference for the recording.

· The start date and time.

· The duration of the recording.

· The name and number of the parties on the call where this was available to IP Office (through ANI, CLI or

dialed digits) at the time of the call.

· The direction of the call (incoming or outgoing).

· The owners of the recording (an internal call, recorded by both parties will appear one but have two owners).

· The target or dialed number, which may be different from the number that actually took the call.

· Configuration details

Several tables hold details of system configuration, such as file paths, time-outs and user authorization rights.

Archiving

To avoid having to repopulate these databases in the event of corruption or disk failure, you should back up the data files

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1.5 Licensing

· US English

· UK English

· Dutch

· Italian

· German

· Russian

· French

· Japanese

· Korean

· Latin Spanish

· Brazilian Portuguese

· Simplified Chinese

The full functionality of the ContactStore is available through purchasing a license which is entered into the IP Office configuration. However, ContactStore will operate with a free 90-day evaluation license. This time period starts from the time at which you make your first recording with the system. During this period, the product is fully functional.

· During the timed trial period, the administration pages will warn you that you are running on a timed license and that following the expiration date, ContactStore will DELETE subsequent recordings. It is therefore important that you install a full license BEFORE the end of the trial period if you wish to continue making recordings.

Even after the trial period, you will still be able to access recordings made during the trial - it is only newly made recordings that will be deleted rather than processed by ContactStore.

· This does not apply to recordings made and kept within your Voicemail Pro system - only to those directed to the Voice Recording Library (VRL).

At any time during the trial period, or after it, you may purchase a license for the product to run on one or more of your IP Office systems. As you install the supplied license on an IP Office, the ContactStore will automatically detect this as you make the next recording and will process recordings from that system. Until a recording is made you will continue to see a warning message on the ContactStore administration screens. If you have multiple IP Office systems in a Small Community Network (SCN), you must purchase and install a separate license for each.

· Once one or more of your IP Office systems has had a full license installed and a recording has been made, you will continue to receive daily warnings about the trial period - for any other IP Office systems which are not licensed. Recordings made on these unlicensed systems will continue to be processed up to 90 days from the date of the first recording (made by the system as a whole) but thereafter recordings made on these systems will not be saved. Daily warnings will continue to be raised in this case.

You can add ContactStore licenses to additional IP Offices (if your VMPro supports multiple IP Offices) at any time. These will be detected automatically by ContactStore as the first recording from each switch is processed after the installation of the license. This will be applicable if you have multiple IP Offices in a Small Community Network (SCN) using Centralized Voicemail Pro. Until you do so, any recordings received from unlicensed IP Office servers will result in a warning alarm being generated each day to ensure that you are aware that the timed license will expire or has expired.

· Important

After 90 days no further recordings are saved until the system is licensed.

1.6 Supported Languages

ContactStore is supported in several languages.

Time Zone and Daylight Savings Time (DST) Support

All dates and times are stored in the database in Coordinated Universal Time (UTC). However, when you view records using the search and replay application, these are converted to your local time. If you view the records using a database query tool the times will be shown in the time zone of the client machine, which may be different from the server time. The XML files relating to the recordings include ISO standard time stamps, giving both UTC and offset from Greenwich Mean Time (GMT).

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Chapter 2.

Installation

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2. Installation

Variant

RAMHDPentium 4

Celeron

AMD

XP Pro

Vista

2003

Server

2008

Server

VM Pro Server and ContactStore

512MB

20GB

[1]

P4 2.8GHz

Not Tested

Athlon XP 3000+ All Athlon 64

ContactStore

512MB

10GB

[2]

2.GHz

Not Tested

Athlon XP 3000+ All Athlon 64

The platform required for a ContactStore server varies according to the volume of recordings to be made and the number of concurrent users of the search and replay application.

The sizing guidelines given assume a sustained recording load of up to 15 concurrent recordings and a moderate replay load of up to 5 concurrent replays.

ContactStore manages disk space so as to maintain a small amount of free space on the disk. To do this, install it on its own partition so that the whole partition can be used for the storage of the application and the recordings made by it. For more information, see Calculating the Disk Size Required for Recordings for instructions on how to determine the total hard disk requirements.

Notes

1. For all voicemail servers, allow 1mb per minute for messages and greeting storage.

2. Also allow 7.2MB per hour for recordings in the ContactStore disk partition.

Disk Partitions

We recommend that you install ContactStore on a dedicated drive partition. This enables the software to monitor the available disk space and automatically delete your oldest recordings to make room for newer ones as your disk fills.

· Ideally, use 2 partitions; one for the ContactStore application and calls database plus a further partition which will be used solely to store the actual recordings.

If you install the software onto a partition that other software uses, you may find that, over time, the amount of storage available for your recordings decreases, due to gradual build-up of log files, internet caches, temporary files, and so on. ContactStore is designed to control the growth of its own such files in its own partition but cannot do so for other applications.

The first step of the installation process is for you to specify the partition and path onto which ContactStore should be installed. A minimum of 20GB is recommended to allow for at least 10GB of recordings (over 1000 hours of audio) to be held online. For more information, see Calculating the Disk Size Required for Recordings .

The following scenarios are supported by Avaya for installing the ContactStore solution. These scenarios relate to installing the ContactStore and Voicemail Pro application.

· Same Drive - Separate Partition.

· Same Server - Separate Drives.

· Separate Servers.

Sound Card

To replay calls from the ContactStore server itself, it must be equipped with a sound card and appropriate Windows drivers installed. However, this is not essential since replays can be performed via a browser on another computer.

Local DVD+RW drive

Single-sided 4.7GB DVD+RW media are supported. You should install the DVD+RW before you install the software. You can do this after you install the ContactStore

software; however, no archive media will be created until you install the drive.

Network connectivity

The ContactStore server must have LAN speed of 100Mbps or better access to the directory into which Voicemail Pro deposits recordings and to the storage location into which ContactStore compresses and retains the recordings.

· Internet Explorer 6.0 or higher required.

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Installation:

PBX Extn

Busy - Extn

Typical Call Center

Extreme Call Center

Ports Utilization

10%

30%

70%

100%

0.1

0.2

0.4

0.6

0.1

0.3

0.8

1.2

0.2

0.5

1.2

1.7

0.2

0.6

1.6

2.3

Allow

For

Comments

10GB

System overhead and call details database

PostgreSQL database, Java Virtual Machine, and call details for 5 million call records online. Buffering space for DVD archive, etc.

Daily Usage x (days required online + safety margin)

Compressed recordings.

Environment

Daily Storage

Total Storage

Typical office recording

· 30 extensions in normal PBX environment

· 10% utilization over 8 hour day)

· 30 days online storage

· 1 million call records kept online

0.2GB/day (G.726 16kbps recording)

10 + (30 x 0.2) = 16GB Small Informal Call Center

· 30 extensions in light use (30% utilization over 8 hour day)

· 90 days online storage

0.5GB/day (G.726 16kbps recording)

10 + (90 x 0.5) = 55GB

2.1 Calculating Disk Size Required for Recordings

The table shows how many gigabytes (GB) per day you typically use given the number of recording ports you have and the average utilization of these ports over the working day. The figures are based on the assumption that your compressed recordings will be at 16kbps (a single G.726 file) and that the utilization is averaged over an 8-hour working day. Should your circumstances differ, recalculate the figures according to the hours over which your port utilization is averaged.

The assumptions are:

· Compressed Audio - G.726 16kbps per call.

· Resulting in - 7.2MB per hour of recording.

· Hours per day - 8 (typical single shift).

Type of Operation

· Note - All figures are in GB per day.

Total requirements

Use the following table to determine the required disk capacity for your recorder.

Examples

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2.2 Installing ContactStore

If a version of ContactStore is already installed, follow the instructions for Upgrading ContactStore .

Pre-Requisites

Before installing ContactStore software make sure that you have completed the following pre-requisites:

1. Installed and verified the IP Office system for general telephony operation.

2. Added the ContactStore license to the IP Office configuration.

3. Installed the Voicemail Pro server application and verified general voicemail mailbox operation.

4. If ContactStore is to be installed on a separate machine from the Voicemail Pro server:

1. Check that the Voice Recording Library folder (by default c:\Program Files\Avaya\IP Office\Voicemail Pro\VM\VRL) on the Voicemail Pro server is visible as a network share from the ContactStore server.

2. Configure your security so that the ContactStore service can read and write to the share for that folder.

3. Create and set a registry key on the ContactStore server to tell ContactStore the location of the share. Set the key HKEY_LOCAL_MACHINE\SOFTWARE\Network Alchemy\Voicemail\Directories\VRLDir to be a string containing the name of the share.

Install the ContactStore Software

1.Insert the ContactStore Distribution CD. Installation should auto-start. The Choose Setup Language window opens.

· If the installation program does not start automatically, use Windows Explorer to access the CD drive and double-click setup.exe to start the program.

2.Select the installation language. The language is used for the installation.

3.Click OK. Installation preparation begins. The Welcome to the InstallShield Wizard for ContactStore window opens.

4.Click Next. The Choose Destination Location window opens.

5.Select the path into which to install the application.

6.Click Next. Installation will take a few minutes. When the software has been installed the InstallShield Wizard Complete window opens. The PostgreSQL will be installed automatically.

7.Click Finish.

8.To complete the installation reboot the server.

9.Connect the ContactStore server to the IP Office via the Local Area Network port.

10.Verify connection by entering http://myservername:8888/ in your browser, replacing myservername with the IP address or host name of the ContactStore.

Basic Configuration

1.Start ContactStore . Enter a user name with a blank password. As the first user to log in, that user name will become the administrator for ContactStore.

2.When requested to change the password, leave the Old Password field blank and enter password for the administrator in the New Password and Verify New Password fields.

3.Select the option Server shown on the left-hand panel.

4.The key setting that must be configured is the Call storage path. Set this to the location in which you want ContactStore to store recordings. Ideally this should be a dedicated partition.

5.Set the other server settings as required.

6.Using IP Office Manager, edit the IP Office configuration to have a selected user's outgoing calls recorded.

7.Test recording operation .

The first time you access the Search and Replay page you will be asked to install an ActiveX control. For more information, see Starting ContactStore .

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Installation: Installing ContactStore

2.3 Testing the Recording Operation

Once you have installed and configured the ContactStore, you need to verify that the recorder is storing and indexing recordings correctly.

Testing the recording operation

You are now in a position to make test calls to verify correct operation. You should make calls using each of the stations and call types you have configured to be recorded and passed to ContactStore. This test will confirm basic setup.

You should also check the recording and tagging of any complex call scenarios to be used. These include various transfers, conferences, and so on. This test is recommended to ensure that any configuration problems are discovered early.

To test the recording operation of the ContactStore server, you must replay the recordings. ContactStore performs replay of recordings by means of a browser-based application that is accessible with Internet Explorer (IE) V5.0 and higher. The following sections describe how to set up your browser and how to access the application.

· Configuring your Browser .

· Adding ContactStore to a Zone .

· Accessing Search and Replay .

Monitoring the system

Monitor the system status regularly over the first few days of operation to confirm that utilization levels and storage volumes are in line with your expectations. You can reconfigure or add additional storage if necessary.

2.3.1 Configuring your Browser

The Search and Replay page downloads an ActiveX control, which it uses to decompress the audio for replay. If your default security settings prohibit downloading such controls, you need to provide a means of getting the ActiveX control to your users' desktops. Internet Explorer (IE) determines rights by putting web servers into zones and then granting those zones specific rights.

To access and use the page, the zone needs the following rights:

· Run ActiveX controls and plug-ins.

· Script ActiveX controls marked safe for scripting.

· ActiveX Scripting.

· Download signed ActiveX controls.

· On Windows Vista you must also clear the Enable Protected Mode checkbox.

Your Intranet zone and/or the Trusted Site zone may already be assigned these rights. If so, you need to verify that the

ContactStore is in one of these zones .

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2.3.2 Adding ContactStore to a Zone

You can add ContactStore to a Trusted Site or Intranet zone.

To add ContactStore to Trusted sites:

1.In the Control Panel, open Internet Options.

2.Click the Security tab.

3.Click the Trusted sites icon.

4.Click Sites.

5.Uncheck the require HTTPS box (unless you are using HTTPS/SSL ).

6.Enter the URL of the ContactStore server and click Add. Internet Explorer does not recognize that a Fully Qualified Domain Name (FQDN) and IP address are the same; you must add the URL to the list exactly as you type it in the address bar.

7.Click OK.

To verify that you have configured the Zone information correctly, the icon on the lower right side of the IE status bar should show Trusted Site instead of Internet.

To add ContactStore to a Local intranet Zone:

1.In the Control Panel, open Internet Options.

2.Click the Security tab.

3.Click the Local intranet icon.

4.Click Sites.

5.Click Advanced.

6.Uncheck the require HTTPS box (unless you are using HTTPS/SSL ).

7.Enter the URL of the ContactStore server and click Add. Internet Explorer does not recognize that a certain Fully Qualified Domain Name (FQDN) and IP address are the same; you must add the URL to the list exactly as you type it in the address bar.

8.Click OK.

Note

· You can also specify that sites that bypass the proxy server are in this Zone.

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Installation: Testing the Recording Operation

2.4 Upgrading from ContactStore 7.2

The previous supported version of ContactStore for IP Office is version 7.2.09. That version uses an MSDE database for the storage of the call data whereas version 7.8 uses a PostgresSQL database.

It is not possible to restore backups of 7.2.09 systems to a newly installed 7.8 system due to the different database formats. However, the installer for version 7.8 supports the direct upgrading of an existing version 7.2.09 system, creating a PostgreSQL copy of the MSDE database during the installation process.

Therefore the recommended upgrade process is to first upgrade to 7.2.09 if not already on that release, backup the system, then upgrade to 7.8.

If upgrading an existing Contact 7.2 Server

1.Backup the partitions containing the MSDE database and the partition being used for call storage. This is purely precaution should it become necessary to revert to version 7.2.

2.Upgrade the system to version 7.2.09 is not already done.

3.Install ContactStore 7.8 , allowing it to upgrade the MSDE database to a PostgreSQL database.

4.Set the Call storage path (System Settings | Server) to match the current location of the call store.

5.Test that you can search for, find and play existing calls.

If intending to install ContactStore 7.2 on a new server PC

1. Install ContactStore 7.2 on a new server. (It will install on Vista but if you have User Account Control on, right-click on setup.exe and select "Run as Administrator". You will not be able to replay calls from the Vista machine until you have upgraded to 7.8. This is normal).

2. Back up the old MSDE database and restore it to the new server.

3. Backup the call recordings and restore them to the new server.

4. Check you can replay old recordings on the new ContactStore 7.2 system.

5. Upgrade the new server to ContactStore 7.8.

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2.5 Upgrading ContactStore 7.8

If a version of ContactStore 7.8 is already installed, you need to complete the following steps before installing the new software version.

1.Backup the PostgresSQL database .

2.Upgrade the software.

3.Test operation to confirm the that the upgrade has been successful.

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Chapter 3.

Accessing ContactStore

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3. Accessing ContactStore

If you have trouble accessing ContactStore, make sure that ContactStore is part of a trusted site or intranet zone within your browser's settings.

1.Open a browser window (using Internet Explorer) on any PC that can access the ContactStore server.

2.Enter http://myservername:8888 (where myservername is the host name or IP address of the ContactStore server).

3.You will be directed to the login page as shown in the example.

4.Enter your username and password.

· If it is the first time that ContactStore has been logged into, enter a username of your choice. Leave the password field blank as it is ignored on the initial login.

· Click OK. As the first user of the system, you are automatically added to the user database with administrator rights. You are then redirected to the Change Password page.

· Leaving the Old Password field blank. Enter a New Password and enter it again in the Verify New Password box.

5.Click OK. You are now logged into the system and the Introduction page is displayed. Unless there are already any recordings to process and you have installed a full license, you will see the timed trial warning as shown below.

If it is the first time that you have logged in to ContactStore you can now configure the system .

Note

· If you logged into the application with a local user account, you should always use the Logout link from any page

in the Administration application to exit the application.

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Chapter 4.

Configuring ContactStore Settings

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4. Configuring ContactStore Settings

There are some configuration details that must be set in order to safeguard the operation and recoverability of your system. Any that cannot be left at automatic defaults are shown in red on the appropriate administration page.

To complete the configuration:

1.Click the link Server under the heading System Settings. The Server Settings page opens.

2.The Server Settings page determines how the ContactStore server operates. Verify that all settings are appropriate for your system. Any values that are shown in red must be edited and valid values entered.

· Recorder Settings

· Recorder Number

This defaults to 1. If you have more than one IP Office within your business, you should set each one to a different number to ensure that recordings made on each of your systems are readily distinguishable from each other. The ContactStore application gives each recording a unique recording reference number. If you do not set each of your systems to a different number, it may be impossible to identify which system a given recording came from.

· Call storage path

This specifies the path into which recordings will be stored. All recordings are stored beneath this root folder. Before you start recording you must specify this path. Use a dedicated partition if possible. You can also use a share on another server but only if access rights are established such that this share is automatically visible to the application without the need for additional authentication. Be sure that the share is always accessible to the recorder. Avaya cannot take responsibility for failures due to network outages between the recorder and the share. To change this setting once you have already started recording, copy all folders and files beneath the old location to the new location before you make any further recordings.

· Optional Local DVD+RW Drive

This setting shows the drive letter of the DVD+RW drive being used to archive calls. This setting is typically D. If you do not have such a drive, or do not want to use it for recording archival, leave it blank. It will show as Not defined.

· If you intend to install a DVD driver shortly, set this value to something so that recordings are queued up for archival. While the setting is blank, recordings made are not marked as needing to be archived.

· Start DVD+RW volume labels with

Each DVD+RW media to which calls are written is given a unique label. These are sequentially numbered and start with the string specified here. The setting defaults to Calls but can be set to any string of up to 5 characters. This field is short so that a 4-digit sequence number can be appended to it.

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Configuring ContactStore Settings:

· If you only have a single ContactStore server, you can leave this at the default. If you have more than one ContactStore server in your enterprise, verify that each has a different string set for this label root so that media produced by each system can be clearly distinguished from each other.

· If you change this setting while a DVD is being written, the system will stop writing to that disk. Insert a new one, which will be labeled with the new name. The sequence numbers after the name will continue to increase rather than be reset to 0000.

· Retain call details for (months)

At some point, the size of the call details database will become either unmanageable or will fill the available disk space. Specify, in months, how long call detail records are retained before they are purged from the system. This ensures that the database stabilizes at a finite size.

· Purging is carried out at, or shortly after, 1:00 each morning and does not impact recording or replay.

· Alarm Notification

These settings are used to allow sending of alarms and events via email. Emails are only sent every 10 minutes at most.

· SMTP Mail "From" Address

Set the name from which alarm email messages originate, for example, "ContactStore Head Office." Confirm that you are receiving emails correctly after you make any changes to these settings.

· SMTP Mail Server

Enter the name of the SMTP mail server on which you have established an email account that the ContactStore can use to send email messages regarding alarms and events. If you leave this blank, the system will not send email messages when alarms occur. If you leave this setting blank, you can leave the remaining settings on this page blank.

· SMTP Username

Leave this blank unless your SMTP server requires that any sender be authenticated. If required, set the username of the SMTP account here.

· SMTP Password

Leave this blank unless your SMTP server requires that any sender be authenticated first. If required, set the password of the SMTP account here. The password is masked when entered in this field.

· Send alarm/event emails to

Specify the email addresses to which alarm and event messages should be sent. Separate multiple addresses with a semi-colon (;). The email recipient can be a local system administrator, a manned helpdesk and/or suppliers' support desks if you have a support agreement that includes this facility. The system sends an email message each time an alarm occurs or is cleared. It also sends an email once per night to let you know it is still operating. Failure to receive the nightly email message should be investigated; it could indicate that the server has failed.

· SNMP Read Community

You can use an SNMP monitoring system such as HP OpenView to monitor IP Office ContactStore. To do so, set the name of the SNMP Read Community. The recorder will then respond to SNMPV1 Get messages. The MIB files for the recorder specific variables are provided on the installation CD.

· For security reasons, recorders:

· Do not allow "well known" community names like private or public

· Do not respond to SNMP Gets until a community name has been set

· Do not use the usual port of 161, but instead use 2161.

· SNMP Trap Destination

Enter the IP address (if any) that SNMP traps should be sent to.

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4.1 System Overview Page

The System Overview page shows summary information about the current state of the ContactStore server.

To view the System Overview page:

1.Click the link System Overview under the heading Status. The System Overview page opens.

· Note: The DVD entries are only shown if you have configured a DVD+RW drive on the System Settings

| Server page.

· Current DVD state

Use this entry to confirm that the DVD drive has sensed, and is using, a valid disk. Unless it is showing Active , or you are replaying from a previous disk, you should insert a new or the latest partially filled disk so that archiving can continue.

· Active if it is able to record to the disk

· Foreign if it cannot use or recognize the inserted disk

· Old if a previously closed disk has been reinserted

· Empty if there is no disk in the drive.

· Current DVD Label

Use this value to label the current disk. Disks are sequentially numbered. You should label the next disk (with the next available number) before inserting it.

· Free Space on current DVD media

Use this value to determine when you will need to change the DVD media. A blank media shows 4 GB free space.

· Total call segments recorded to date

This value shows the total number of call segments that have been recorded by the system to date.

· Total call segments recorded today

Use this value to confirm that recordings are being made today. If you have restarted the server today, this will show the number of call segments recorded since that restart.

· Date of oldest call held on disk

Until your disk has filled for the first time, monitor the available space on the drive until you have confirmed that the rate at which space is being consumed is in line with your predictions. You should be able to estimate when the disk will fill and when the first calls recorded will be deleted to make way for new calls. Once the disk has started to "wrap" and calls are being deleted daily, use this figure to monitor the online retrieval capacity. If the figure starts to fall, your disk space is being used more rapidly than before; the recording volumes are increasing, so you may need to expand the disk capacity before the duration of calls it can hold falls below your minimum requirement.

2.Use the Refresh link to update the page.

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