Avaya Professional Call Recording BCM Rls 6.0 User Manual

BCM Rls 6.0

Professional Call Recording

Task Based Guide

Professional Call Recording

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Professional Call Recording

Downloading documents

For the most current versions of documentation, see the Avaya Support. Web site: http://www.avaya.com/support

Contact Avaya Support

Avaya provides a telephone number for you to use to report problems or to ask questions about your product. The support telephone number is 1-800-242-2121 in the United States. For additional support telephone numbers, see the Avaya Web site: http://www.avaya.com/support

be reproduced in any form without the prior written permission of a duly authorised representative of ITEL.

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Table of Contents

Professional Call Recording ............................................ 5

Overview .......................................................................................... 5

Requirements ..................................................................................................... 5

Flowchart ......................................................................................... 6

Accessing Element Manager ........................................................... 7

Accessing Professional Call Recording Configuration ..................... 7

Sending Recordings to an Email Account ...................................... 11

Sending Recordings to a Computer ............................................... 17

Setting up Manual Call Recording for a DN ................................ ... 20

Manual Call Recording Scenario ..................................................................... 20

Service Limitations ......................................................................... 24

Avaya Documentation Links .......................................... 25

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Professional Call Recording

BCM50

BCM450 (without a Capacity Expansion Card installed)

BCM450 (with a Capacity Expansion Card installed)

Professional Call Recording

Overview

Professional call recording offers an automated call recording solution based upon the DN, and can include forwarded or transferred calls. The application can capture calls to different locations such as an Email account or networked computer. This requires a 3rd party application that is capable of capturing the audio data and storing it. Although the 3rd party application is currently unavailable at the time of writing, a developer partner interface can be found at www.avaya.com. Calls can be manually recorded by the use of a feature code (F995), or set to automatically record. Professional Call Recording supports:

 2-party calls – (either internal to internal, or internal to external calls).  Ad-hoc or multi party conference calls.  Meet-Me conference calls.  DISA and Auto DN calls.  Supports FAX recording.

Call tracking information is always captured during the recording process, this information can include:

 DN of the caller.  DN of the person being called.  Time of the call (with time zone information).  Length of the recording.  Line being used in the call (dependant on call type).  Number of participants (if it is a conference call).  Entry and exit times of conference participants.  Call tagging events and time.

Requirements

 A minimum of one Professional Call Recording keycode must be

purchased to enable this feature.

 You must have Administrator rights to configure the service through

BCM Element Manager.

Maximum Number of Concurrent Call Recordings per platform

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Access BCM Element Manager: Refer to the Accessing Element Manager section of this guide

Access the Professional Call Recording screen: Refer to the Accessing the Professional Call Recording Screen section of this guide

Automatically stream recorded calls to a PC or Server?: Refer to the Sending

Recordings to a Computer section of

this guide

Automatically record calls to an Email account?: Refer to the

Sending Recordings to an Email Account

section of this guide

Set up manual recording for calls?: Refer to the Setting

up Manual Call Recording for a DN

section of this guide

Flowchart

Use the following flowchart to setup and configure the Professional Call Recording feature:

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Accessing Element Manager

The setup and configuration of the Professional Call Recording feature is performed through BCM Element Manager. To access this application, follow the steps below.

1. To access the Business Element Manager application from the Start Menu, navigate to Start, Programs, Avaya, Business Communications Manager, Business Element Manager.

2. Alternatively, double-click on the Business Element Manager desktop icon.

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3. You will be presented with the Element Manager interface.

4. Open the Network Elements folder and select the IP Address of the BCM.

5. Enter the User Name of the BCM in the User Name field, by default this is nnadmin. Then enter the Password in the Password field, by default the password is PlsChgMe!. Click the Connect button.

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