Nortel Call Recording Card User Manual
Nortel Call Recording Card
Planning, Installation, and Administration Guide
Product Release 6.01 Standard 1.0 September 2007
297-2183-217
Nortel Call Recording Card
Planning, Installation, and Administration Guide
Publication number: 297-2183-217
Product release: 6.01
Document release: Standard 1.0
Date: September 2007
Copyright © 2007 Nortel Networks, All Rights Reserved
Information is subject to change without notice. Nortel Networks reserves the right to make
changes in design or components as progress in engineering and manufacturing may
warrant.
The process of transmitting data and call messaging between the Nortel Call Recording
Card server and the switch or the system is proprietary to Nortel Networks. Any other use of
the data and the transmission process is a violation of the user license unless specifically
authorized in writing by Nortel Networks prior to such use. Violations of the license by
alternative usage of any portion of this process or the related hardware constitutes grounds
for an immediate termination of the license and Nortel Networks reserves the right to seek
all allowable remedies for such breach.
Nortel, the Nortel logo and the Globemark are trademarks of Nortel Networks.
All other trademarks are the property of their respective owner.
Planning, Installation, and Administration Guide iv
Revision history
September 2007
Standard 1.0. The Nortel Call Recording Card
Planning, Installation, and Administratio n Guide is
up-issued for Product Release 6.01.
Planning, Installation, and Administration Guide v
Contents
Getting Started 7
About this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
How to get help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Software and documentation version numbering . . . . . . . . . . . . . . . . . . . . 11
Installing the Nortel Call Recording Card 13
Installation overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Installing the Nortel Call Recording Card . . . . . . . . . . . . . . . . . . . . . . . . . 17
Configuring the Nortel Call Recording Card 21
Switch Configuration for Nortel Call Recording Card. . . . . . . . . . . . . . . . 22
Cabling the Nortel Call Recording Card . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Network settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Assigning the Internet Protocol (IP) address . . . . . . . . . . . . . . . . . . . . . . . 40
Changing the user name and password for command line access . . . . . . . 44
Recording file format. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Engineering Guidelines 47
Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Usage guidelines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Test and Debug Capabilities 51
Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Self test features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Factory test features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
VxWorks shell . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Card state debug utilities. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Application level debugging. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Contents Standard 1.0
vi Nortel Call Recording Card
Upgrade Procedures 63
Application loadware upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
XA firmware upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
BootROM loadware upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Precautions, Samples, and Error Codes 75
Precautions for handling circuit cards . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Sample bootup sequence. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
Error code definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
Glossary 91
Planning, Installation, and Administration Guide 7
Chapter 1
Getting Started
In this chapter
About this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
How to get help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Software and documentation version numbering . . . . . . . . . . . . . . . . . . 11
Getting Started Standard 1.0
8 Nortel Call Recording Card
About this guide
The Nortel Call Recording Card Planning, Installation, and Administration
Guide provides step-by-step instructions you must perform to complete the
installation and administration of Nortel Call Recording Card.
Intended audience
This guide is intended for:
Nortel installers and distributors who are responsible for installing the
Nortel Call Recording Card.
Administrators who are responsible for monitoring and maintaining the
Nortel Call Recording Card.
September 2007 Getting Started
Planning, Installation, and Administration Guide 9
How to get help
This section explains how to get help for Nortel products and services.
Finding the latest updates on the Nortel Web site
The content of this documentation was current at the time the product was
released. To check for updates to the latest documentation for Nortel
Contact Recording and Quality Monitoring, see the web page for Nortel
Contact Recording and Quality Monitoring documentation, which is located
at http://www.nortel.com/helmsman
.
Getting help from the Nortel Web site
The best way to get technical support for Nortel products is the Nortel
Support web site:
http://www.nortel.com/support
This site provides quick access to software, documentation, bulletins, and
tools to address issues with Nortel products. From this site, you can:
download software and related tools
download technical documents, release notes, and product bulletins
sign up for automatic notification of new software and documentation
search the Support Web site and Nortel Knowledge Base for answers to
technical issues
open and manage technical support cases
Getting Started Standard 1.0
10 Nortel Call Recording Card
Getting help over the phone from a Nortel Solutions Center
If you do not find the information your require on the Nortel Technical
Support Web site, and you have a Nortel support contract, you can also get
help over the phone from a Nortel Solutions Center.
In North America, call 1-800-4NORTEL (1-800-466-7835).
Outside North America, go to the Web site below to obtain the phone
number for your region:
http://www.nortel.com/callus
Getting help from a specialist by using an Express Routing
Code
You can use an Express Routing Code (ERC) to more quickly route your
call to the appropriate support specialist. To locate the ERC for your product
or service, go to:
http://www.nortel.com/erc
Getting help through a Nortel distributor or reseller
If you purchased a service contract for your Nortel product from a
distributor or authorized reseller, you can contact the technical support staff
for that distributor or reseller.
September 2007 Getting Started
Planning, Installation, and Administration Guide 11
Software and documentation version
numbering
Nortel Contact Recording and Quality Monitoring documentation is issued
for Nortel Contact Recording Package Release 6.01. The individual Nortel
Contact Recording and Quality Monitoring software components that you
install may display a different number. This is a known issue that does not
affect system performance. Version 6.01 will be reflected in future software
updates. Use the Nortel Contact Recording and Quality Monitoring
documentation for Release 6.01 with Nortel Contact Recording Release
6.0.1, Nortel Contact Recording Viewer, Nortel Contact Recording Archive,
and Nortel Contact Recording TDM Recorder Release 6.0.2, and Quality
Monitoring 6.0 Service Pack 4.
Getting Started Standard 1.0
12 Nortel Call Recording Card
Planning, Installation, and Administration Guide 13
Chapter 2
Installing the Nortel Call
Recording Card
In this chapter
Installation overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Installing the Nortel Call Recording Card . . . . . . . . . . . . . . . . . . . . . . . . 17
Installing the Nortel Call Recording Card Standard 1.0
14 Nortel Call Recording Card
Installation overview
The following table documents the Nortel Call Recording Card installation
information.
Table 1: Nortel Call Recording Card applicability and compatibility
Nortel Call Recording
Card
Application and Compatibility
Switch options Small systems:
Option 11 Cabinet / Chassis
Succession 1000
Succession 1000M Cabinet / Chassis
Large systems:
Option 51C/61C/81/81C
Succession 1000M Half Group/Single Group/Multi
Group
Card slot location Option 51C,61C, 81 or 81C: any IPE slot except CONT
Any IPE slot in an Option 11 Cabinet / Chassis.
Succession 1000M Half Group / Single Group / Multi
Group: any IPE slot except CONT.
Any IPE slot in a Succession 1000 or Succession 1000M
Cabinet / Chassis.
Note: On older Option 51C to 81C systems (before IPE
shelf vintage NT8D37EC) for slots other than 0, 4, 8,
12, you must install the NT8D81AA backplane to I/O
panel cable to connect all required signals to I/O panel.
MDF cabling None (the sets are virtual).
September 2007 Installing the Nortel Call Recording Card
Planning, Installation, and Administration Guide 15
LAN cabling Complete cabling requires:
One NTAG81 PC maintenance cable
50 pin I/O connector -A0852632
NTVQ83 ITG EMC shielding kit
One category 5, 100-base-T Ethernet standard
Software release Meridian 1 Release 25.15 software or later. Succession
release 2.0 or later.
Dip switch setting None.
Time and date stamp Automatically sent out by M1 CPU.
Upgrade capability Loadware upgrades performed from maintenance CLI.
Upgrade across network using FTP.
Recording storage If using Call Recording, the FTP Server must have
adequate file storage space. For example, a one minute
call recording consumes up to 480 KB of disk space.
Conference capacity Each Nortel Call Recording Card session uses three
conference ports on the switch.
If OBTN is set to either AGENT or ALL, each Nortel
Call Recording Card session uses four conference ports
on the switch.
If using Agent Greeting and OBTN is set to either
AGENT or ALL, each Nortel Call Recording Card port
uses five conference ports on the switch.
Installing the Nortel Call Recording Card Standard 1.0
16 Nortel Call Recording Card
You must ensure there are enough conference ports on
the switch to handle the number of simultaneous
observes permitted by the Nortel Call Recording Card
keycode. You must also ensure that each agent is
assigned adequate conference capacity to permit use by
Nortel Call Recording Card, Agent Greeting, OBTN and
personal conference activities.
PEP Information To interoperate with Agent Greeting the following PEP
must be applied: MPLR17930
September 2007 Installing the Nortel Call Recording Card
Planning, Installation, and Administration Guide 17
Installing the Nortel Call Recording Card
Use the following preinstallation checklist to ensure you meet the Nortel
Call Recording Card installation requirements.
Preinstallation checklist
To install the Nortel Call Recording Card, you must meet the installation
requirements listed in Table 2: “Preinstallation checklist for Nortel Call
Recording Card,” on page 17.
Table 2: Preinstallation checklist for Nortel Call Recording Card
Requirements for Nortel Call Recording Card installation Check
Nortel Call Recording Card installation pack, see Table 7:
“Nortel Call Recording Card product structure,” on page 32.
❒
RS232 maintenance cable for access to the command prompt of
the card.
❒
Access to switch software with administrator privileges to
configure the card at switch level.
❒
The switch must have an available slot in which to install the
card.
❒
IP configuration for the card: card IP address, gateway IP
address and subnet mask. See “Assigning the Internet Protocol
(IP) address,” on page 40.
❒
FTP server configuration
FTP server with accounts set up for Nortel Call Recording Card.
These accounts must have write and append access, see
“Recording file format,” on page 45.
❒
Installing the Nortel Call Recording Card Standard 1.0
18 Nortel Call Recording Card
Install procedure introduction
Complete the following steps to install the Nortel Call Recording Card. Print
these steps and use the provided check boxes to ensure that all installation
tasks are completed.
Before installation, perform the following tasks
Read the section on usage guidelines, see “Usage guidelines,”
on page 49, before using the card.
❒
Ensure the system has adequate conference capacity to support
the number of Nortel Call Recording Card sessions installed.
See Table 1: “Nortel Call Recording Card applicability and
compatibility,” on page 14. If the system does not have adequate
conference capacity, install extra XCT cards (large system) or
dual fibre and conference cards (small systems) as required.
❒
September 2007 Installing the Nortel Call Recording Card
Planning, Installation, and Administration Guide 19
Step 1
Step 2
Step 3
Step 4
Step 5
Determine the cabinet, shelf, and slot location where you want to
install the Nortel Call Recording Card. See “Installation overview,”
on page 14 for card slot location.
Configure the Nortel Call Recording Card virtual sets on the
Meridian 1/Sucession 1000 system. See “Switch Configuration for
Nortel Call Recording Card,” on page 22.
Connect cables. See “Cabling the Nortel Call Recording Card ,” on
page 32.
Unpack and inspect the circuit card.
ATTENTION!
Handle the circuit card using the guidelines specified in
“Precautions for handling circuit cards,” on page 76.
Ensure a security dongle is installed in the socket on the card. If not
currently installed, install a dongle in the socket. See Figure 4:
“Media card layout,” on page 33 for the dongle socket location.
Installing the Nortel Call Recording Card Standard 1.0
20 Nortel Call Recording Card
Step 6
Step 7
Step 8
Step 9
Fully insert the card in the assigned slot and lock the latches. During
bootup, the HEX LED displays a visual progress indication of self
tests and information about the first failure detected. See “HEX
display codes,” on page 54 for more information.
The red LED on the faceplate of the Nortel Call Recording Card
remains illuminated until the unit is configured and enabled. If the red
LED is illuminated, an error occurred in one of the previous steps.
Configure an Internet Protocol (IP) address for the card. See
“Assigning the Internet Protocol (IP) address,” on page 40.
Nortel Call Recording Card installation is complete.
Planning, Installation, and Administration Guide 21
Chapter 3
Configuring the Nortel Call
Recording Card
In this chapter
Switch Configuration for Nortel Call Recording Card . . . . . . . . . . . . . . . 22
Cabling the Nortel Call Recording Card . . . . . . . . . . . . . . . . . . . . . . . . . 32
Network settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Assigning the Internet Protocol (IP) address . . . . . . . . . . . . . . . . . . . . . 40
Changing the user name and password for command line access . . . . . 44
Recording file format . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Configuring the Nortel Call Recording Card Standard 1.0
22 Nortel Call Recording Card
Switch Configuration for Nortel Call
Recording Card
The Nortel Call Recording Card has 32 ports. Of the 32 ports, 16 are
configured as Live Monitor ports and 16 are configured as Observe ports.
Each Nortel Call Recording Card session can consist of two ports: a Live
Monitor port to allow observers hear the calls as they occur and an observe/
record port to perform the recording. These ports must be established in
pairs with the even number ports (units 0, 2, 4, 6 and so on) configured as
live monitor ports and the odd numbers ports (units 1, 3, 5, 7 and so on)
configured as observe/record ports.
An example configuration of two Nortel Call Recording Card sessions has:
Unit 0 as a Live Monitor port with unit 1 as the corresponding Observe/
record port.
Unit 2 as a Live Monitor port with unit 3 as the corresponding Observe/
record port.
Note: If installing less than 16 Nortel Call Recording Card sessions,
configure the required number of Live Monitor and observe/record ports
only.
Live Monitor port configuration
Use overlays 11 and 32 to configure Live Monitor ports on the Nortel Call
Recording Card.
Invoke Live Monitoring by using the following mechanism:
September 2007 Configuring the Nortel Call Recording Card
Planning, Installation, and Administration Guide 23
Nortel Quality Monitoring Application sends a make-call message to the
CRC card on Live Monitor channel and then sends channel bridge command
to bridge the Live Monitor channel with an observe/record channel. Thus the
recipient of the Live Monitor call can hear all calls involving the observed
agent.
Overlay 11—Configure the Live Monitor ports (even ports on Nortel Call
Recording Card, that is 0,2,4,6 and so on) as Meridian Modular M2616 sets
with the following requirements.
Table 3: LD11 Nortel Call Recording Card Live Monitor port configuration
Prompt Response Description
REQ: NEW CHG Add or change.
TYPE: 2616 Ports must be configured as M2616.
TN l s c u Terminal number.
DES d..d Designator.
CUST 0-99
CLS Class of service entries are separated by a space.
UNR Unrestricted access.
FLXA Flexible voice/data ports allowed (required for ports
16–31 only).
VCE Voice port (required for ports 16–31 only).
WTA Warning tone allowed (required for ports 16–31 only).
KEY 0 SCR YYYY Key 0 defined as an SCR key. YYYY is the SCR key
DN.
KEY 1—15 UNCONFIGURED.
Configuring the Nortel Call Recording Card Standard 1.0
24 Nortel Call Recording Card
Create a list of unassigned DNs by using overlay 20 (LD 20, REQ PRT,
TYPE LUDN).
Figure 1: “Sample LD11 Live Monitor port switch configuration,” on page
24 shows a sample overlay 11 switch configuration for a Live Monitor port
with an SCR of 1560.
Figure 1: Sample LD11 Live Monitor port switch configuration
REQ: prt
TYPE: 2616
TN 9 0
DATE
PAGE
DES
TN 9 0
DATE
PAGE
DES
DES TUI
TN 009 0 00 00
TYPE 2616
CDEN 8D
CUST 0
AOM 0
FDN
TGAR 1
LDN NO
NCOS 0
SGRP 0
RNPG 0
SCI 0
SSU
XLST
SCPW
SFLT NO
CAC_CIS 3
CAC_MFC 0
CLS UNR FBD WTA LPR MTD FND ADD HFD
MWD LMPN RMMD SMWD AAD IMD XHD IRD NID OLD VCE DRG1
POD DSX VMD CMSD SLKD CCSD SWD LND CNDD
CFTD SFD MRD DDV CNID CDCA MSID DAPA BFED RCBD
ICDD CDMD LLCN MCTD CLBD AUTU
September 2007 Configuring the Nortel Call Recording Card
Planning, Installation, and Administration Guide 25
GPUD DPUD DNDD CFXD ARHD CLTD ASCD
CPFA CPTA HSPD ABDD DELD CFHD FICD NAID DNAA BUZZ AGRD MOAD
UDI RCC HBTD AHD IPND DDGA NAMA MIND PRSD NRWD NRCD NROD
DRDD EXR0
USMD USRD ULAD CCBD RTDD RBDD RBHD PGND FLXD FTTC DNDY DNO3
MCBN
CPND_LANG ENG
PLEV 02
AST
IAPG 0
AACS NO
ITNA NO
DGRP
MLWU_LANG 0
DNDR 0
KEY 00 SCR 1560 0 MARP
ANIE 0
01
02
03
04
05
06
07
08
09
10
11
12
13
14
15
DATE 7 OCT 2003
Observation port configuration
Use overlays 11, 23, and 32 to configure observation ports on the Nortel
Call Recording Card. Use the following configuration sequence to configure
the observation ports.
Configuring the Nortel Call Recording Card Standard 1.0
26 Nortel Call Recording Card
1. Configure ACD queue for use with Nortel Call Recording Card in LD23
as described in Table 4: “LD23 Nortel Call Recording Card ACD queue
configuration,” on page 26. To permit observation, each observation port
must be part of an ACD queue.
2. Configure the observation ports as M2616 in LD11 as described in Table
5: “LD 11 Nortel Call Recording Card observation port configuration,”
on page 27.
3. Enable the card in LD32
4. Configure an ACD queue in overlay 23. If an ACD queue is not currently
configured, you must configure an ACD queue for the Nortel Call
Recording Card.
Table 4: LD23 Nortel Call Recording Card ACD queue configuration
The maximum agent positions parameter (MAXP) is the maximum number
of position IDs you can configure for the ACD queue. Each configured
Nortel Call Recording Card observation port increments the number of
configured positions on this ACD queue. You can configure Nortel Call
Recording Cards with a maximum of 16 observation ports.
Prompt Response Description
REQ: NEW CHG Add or change
TYPE: ACD Automatic call distribution
CUST: 0-99 Customer number
ACDN: XXXX ACD queue DN
...
MAXP XXXX Maximum agent positions
OBTN NO, ALL, AGT Observe tone
September 2007 Configuring the Nortel Call Recording Card
Planning, Installation, and Administration Guide 27
You can also set an observe tone (OBTN). When observing an agent, a
periodic tone (every 15 seconds) may be heard. If you want the agent and
the caller to hear the tone, set the OBTN to ALL. If you want the agent to
hear the tone only, set the OBTN to AGT for Agent only. To disable the
tone, set OBTN to and NO.
Note: This tone is a legal requirement in some regions.
Using overlay 11, configure the observation ports (odd ports on Nortel Call
Recording Card, that is 1,3,5,7 and so on) as Meridian Modular M2616 sets
as specified in Table 5: “LD 11 Nortel Call Recording Card observation port
configuration,” on page 27.
Table 5: LD 11 Nortel Call Recording Card observation port configuration
Prompt Response Description
REQ: NEW CHG Add or change.
TYPE: 2616 Ports must be configured as M2616.
TN l s c u Terminal number.
DES d..d Designator.
CUST 0-99
...
CLS Class of service entries are separated by a
space.
SPV ACD supervisor.
FLXA Flexible voice/data ports allowed (required
for ports 16–31 only).
VCE Voice port (required for ports 16–31 only).
WTA Warning tone allowed (required for ports 16–
31 only).
Configuring the Nortel Call Recording Card Standard 1.0
28 Nortel Call Recording Card
The observation/recording port uses the ACD Observe Agent (OBV) key to
observe agents.
Figure 2: “Observe port switch configuration,” on page 28 shows a sample
LD11 switch configuration for an observe/record port.
Figure 2: Observe port switch configuration
REQ: prt
TYPE: 2616
TN 9 1
DATE
PAGE
DES
DES OBV
TN 009 0 00 01
TYPE 2616
CDEN 8D
CUST 0
AOM 0
FDN
TGAR 1
LDN NO
NCOS 0
SGRP 0
RNPG 0
SCI 0
SSU
XLST
SCPW
...
KEY 0 ACD XXXX 0
XXXX
Key 0 defined as an ACD key specifying
position ID and queue ID.
KEY 1 MSB Make set busy key.
KEY 2 OBV Observe key.
KEY 3—15 UNCONFIGURED
September 2007 Configuring the Nortel Call Recording Card
Planning, Installation, and Administration Guide 29
SFLT NO
CAC_CIS 3
CAC_MFC 0
CLS UNR FBD WTA LPR MTD FND HTD ADD HFD
MWD LMPN RMMD SMWD AAD IMD DOS XHD IRD NID OLD VCE DRG1
POD DSX VMD CMSD SLKD CCSD SWD LND CNDD
CFTD SFD MRD DDV CNID CDCA MSID DAPA BFED RCBD
ICDD CDMD LLCN MCTD CLBD AUTU
GPUD DPUD DNDD CFXD ARHD CNTD CLTD ASCD
CPFA CPTA HSPD ABDD DELD CFHD FICD NAID DNAA BUZZ AGRD MOAD
UDI RCC HBTD AHD IPND DDGA NAMA MIND PRSD NRWD NRCD NROD
DRDD EXR0
USMD USRD ULAD CCBD RTDD RBDD RBHD PGND FLXD FTTC DNDY DNO3
MCBN
CPND_LANG ENG
HUNT
PLEV 02
AST
IAPG 0
AACS NO
ITNA NO
DGRP
PRI 01
MLWU_LANG 0
DNDR 0
KEY 00 ACD 1810 0 4500
SPV
ANIE 0
01 MSB
02 OBV
03
04
05
06
07
08
09
10
11
12
13
14
15
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