Nortel TDM Recorder User Manual
Nortel TDM Recorder
System Infrastructure Guide
Product Release 6.01 Standard 3.0 September 2007
297-2183-959
Nortel TDM Recorder
System Infrastructure Guide
Publication number: 297-2183-959
Product release: 6.01
Document release: Standard 3.0
Date: September 2007
Copyright © 2007 Nortel Networks. All Rights Reserved.
All materials provided herein are the exclusive property of Nortel Networks and its licensors.
Only expressly authorized individuals under obligations of confidentiality are permitted to
review materials in this document. By reviewing these materials, you agree to not disclose
these materials to any third party unless expressly authorized, and to protect the materials
as confidential and trade secret information. Any unauthorized review, retransmission,
dissemination or other use of these materials is strictly prohibited. If you are not authorized
to review these materials, please return these materials (and any copies) from where they
were obtained. All materials found herein are provided “AS IS” and without warranty of any
kind. 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 Meridian 1 and Nortel
TDM Recorder 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 all trademarks of Nortel Networks.
All other trademarks are the property of their respective owners.
System Infrastructure Guide iv
Revision history
September 2007
Standard 3.0. Nortel TDM Recorder System
Infrastructure Guide is up-issued to support
Product Release 6.01.
March 2007
Standard 2.0. Nortel TDM Recorder System
Infrastructure Guide is
released.
November 2006
Standard 1.0. Nortel TDM Recorder System
Infrastructure Guide is released
.
July 2006
Nortel TDM Recorder System Infrastructure Guide
reformatted according to Nortel guidelines.
System Infrastructure Guide v
Contents
Getting Started 9
Intended audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
How to get help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Software and documentation version numbering . . . . . . . . . . . . . . . . . . . . 13
Nortel TDM Recorder 15
Nortel TDM Recorder at a glance. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Nortel TDM Recorder management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Nortel TDM Recorder features and benefits. . . . . . . . . . . . . . . . . . . . . . . . 19
Nortel TDM Recorder management features and benefits . . . . . . . . . . . . . 20
Infrastructure at a Glance 21
Nortel TDM Recorder in the workplace . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Implementation summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Using Nortel TDM Recorder databases . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Call Recording and Playback 39
Common recording methods. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Recording and playback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
System Setup and Administration 59
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Recording Server environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Voice card installation and wiring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
System administration components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
First time login instructions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Navigating the User interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
Contents Standard 3.0
vi Nortel TDM Recorder
Configuring Level 1 Components 89
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
Configuring Recorder components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
Configuring licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
Configuring voice cards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
Configuring alarms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
Configuring Level 2 Component 109
Enterprise Archive architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
Configuring Primary
Recorder Components 113
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114
Recorder architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115
Recording Control Engine (Unify) Server . . . . . . . . . . . . . . . . . . . . . . . . 116
Recorder Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126
Administration Server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
Typical recording scenario . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131
Collaboration recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134
Setting up Specific
Recorder Components 137
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138
Configuration architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139
Configuration with Applications Portal . . . . . . . . . . . . . . . . . . . . . . . . . . 142
Retriever architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145
Disk Management architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147
User Defined Fields 149
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150
Understanding call data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151
Recording format options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152
Unify fields provided in the standard Recorder script . . . . . . . . . . . . . . . 153
Unify to Viewer mapping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154
Attributes provided by Ai-Logix card model families . . . . . . . . . . . . . . . 155
Attributes provided by E1/T1 voice cards . . . . . . . . . . . . . . . . . . . . . . . . 156
September 2007 Contents
System Infrastructure Guide vii
Viewer and Vision Replay 157
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158
Call Redirection and Call Flows. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159
List of Terms 181
Index 193
Contents Standard 3.0
viii Nortel TDM Recorder
System Infrastructure Guide 9
Chapter 1
Getting Started
In this chapter
Intended audience 10
How to get help 11
Software and documentation version numbering 13
Getting Started Standard 3.0
10 Nortel TDM Recorder
Intended audience
The Nortel TDM Recorder System Infrastructure Guide is written for
hardware integrators, Nortel personnel, and customer IT staff who need to
understand the Recorder architecture as it applies to the installed
environment.
September 2007 Getting Started
System Infrastructure Guide 11
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 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.
Getting Started Standard 3.0
12 Nortel TDM Recorder
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.
Additional references
Additional information is included in the TDM Recorder Installation Guide
and the TDM Recorder System Administration Guide.
September 2007 Getting Started
System Infrastructure Guide 13
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 3.0
14 Nortel TDM Recorder
System Infrastructure Guide 15
Chapter 2
Nortel TDM Recorder
In this chapter
Nortel TDM Recorder at a glance 16
Nortel TDM Recorder management 18
Nortel TDM Recorder features and benefits 19
Nortel TDM Recorder management features and benefits 20
Nortel TDM Recorder Standard 3.0
16 Nortel TDM Recorder
Nortel TDM Recorder at a glance
The Nortel TDM Recorder consists of software components in a standard
PC that interfaces with other CTI components. Its primary purpose is to
record calls, especially for 100 percent compliance situations. At the same
time, the superior performance of the Nortel TDM Recorder is apparent as a
standalone solution. Combined with the ease of use and management of a
portal-style interface, the Nortel TDM Recorder allows customers to have
centralized control of all their recording activities.
The Nortel TDM Recorder (Time Division Multiplexing recording, as
opposed to IP recording) system infrastructure consists of telephony,
recording subsystem, and hardware and software components, as shown in
the diagram.
September 2007 Nortel TDM Recorder
System Infrastructure Guide 17
These are further described in “Nortel TDM Recorder features and benefits”
on page 19.
Nortel TDM Recorder Standard 3.0
18 Nortel TDM Recorder
Nortel TDM Recorder management
The Nortel TDM Recorder is accessed and managed from any Internet
Explorer 5.5 or later web browser. The interface allows simplified access to
control, manage, and monitor all features in the recording system, including
specific programs and add-on components. Through a tabbed interface,
users select specific areas to access features. Access depends on security
level.
Administration and management of the recorder is accomplished through
the Recorder Manager. The Recorder Manager controls all components,
alarms, and other activities on the individual recorder.
The following is an example of the Recorder Manager interface:
The Recorder Manager is further described in “Nortel TDM Recorder
features and benefits” on page 19.
September 2007 Nortel TDM Recorder
System Infrastructure Guide 19
Nortel TDM Recorder features and
benefits
The Nortel TDM Recorder runs on a Windows 2003 server with Service
Pack 1.
Recorder features include Distributability, Extensibility, Reliability,
Scalability, and Diagnostics, as described in the following:
Feature/Benefit Description
Distributability Recorder uses standard protocols that enable
deployment in a wide variety of enterprise
environments.
Extensibility Recorder can be deployed in dynamic environments and
supports only one manufacterer (Ai-Logix) of voice
cards, new technologies and integration with new
encoding formats.
Reliability If the network goes down, the Recorder can fall back on
tap-sense control.
Scalability Recording capabilities can be scaled to any organization
size by simply adding Recorder servers.
Diagnostics The Recording system is easy to support and the flow of
data between components is intuitive, resulting in easier
analysis and support for customers and engineers.
Nortel TDM Recorder Standard 3.0
20 Nortel TDM Recorder
Nortel TDM Recorder management
features and benefits
The TDM Recorder management tools allow simplified system
administration functions for the recording system. Recorder Manager and
Enterprise Manager provide the following features and benefits.
Feature/Benefit Description
Improved account
management
Simplifies the management of user accounts to a single
point of administration, thereby reducing operational
costs and errors.
Highly usable Provides high visibility to all installed products
Simplified login Allows a single source of managing multiple recorders
through a single point of login. The features and the
ability to manage/control the different parts of the
recorder are based on the access rights granted to the
logged in user.
Improved alerting Provides centralized alerting and notification delivery
capability.
Ease of
deployment and
use
Decreases IT support costs and reduces system
configuration errors resulting in increased customer
satisfaction and increased competitiveness in the
marketplace
System Infrastructure Guide 21
Chapter 3
Infrastructure at a Glance
In this chapter
Nortel TDM Recorder in the workplace 22
Implementation summary 27
Using Nortel TDM Recorder databases 35
Infrastructure at a Glance Standard 3.0
22 Nortel TDM Recorder
Nortel TDM Recorder in the workplace
Nortel TDM Recorder is engineered to offer a new generation of
performance through improved functionality, scalabilit,y and dependability
over existing recorder platforms. It forms the underlying platform for a
number of other systems that offer call control, replay, analysis, e-learning,
and quality monitoring functions.
The Nortel TDM Recorder infrastructure is shown in the following
illustration:
For more information, refer to “Recording Server environment” on page 61.
Consolidator
Workflow
Manager
Disk
Manager
Capture
Engine
Ai-Logix
Voice
Card
Call Buffer
Write
Delete
Media
Calls
Archiver
(local)
Retriever
.xml files
.wav files
PSTN
TDM Recorder Station-Side Recording
SAN, DVD
Archiver
(remote)
CAM
Viewer
Media
Database
Calls
Database
Unify
Server
CTI
Server
PBX
September 2007 Infrastructure at a Glance
System Infrastructure Guide 23
This section is described in the following topics:
Staffing
Location of system
Tasks performed
System uses
Operation
Archiving
Staffing
Normally, only one or two IT staff members can access the recorder for
maintenance and configuration. Typically, only one person at a time works
on the system. This is also typical in an enterprise environment where a
recorder with the Enterprise Manager is located. Then only one or two
persons, including the system architect and authorized system
administrators, access the Enterprise Manager and other locations within the
enterprise. The many users who work with the recorder for activities such as
call replay and record control do so through other applications.
Location of system
The Nortel TDM Recorder operates optimally in a communication center or
information technology server room with air conditioning and secured
access. Physical contact with the recorder is limited to maintenance-type
functions or situations where archive media needs to be changed.
Tasks performed
The following table estimates roles and work performed by users of the
Nortel TDM Recorder:
Infrastructure at a Glance Standard 3.0
24 Nortel TDM Recorder
System uses
The recorder is connected to application, database, and control systems that
use the output from the recorder. The main users of recordings do not
interface directly with the recorder but instead use the systems summarized
in the following table:
Role Duties
Customer's IT Support
Staff
Support and operation of the recorder with the
customer's environment.
Remote Support Engineer Support of the system from a remote help desk.
May be a Nortel support representative.
Customer Compliance or
Audit Personnel
Ensures that use of the recorder system
complies with company quality objectives
Maintenance/Installation
Administrators
Installation and maintenance of hardware and
software at one or more locations.
Customer Media
Administrators
Manages the archive media such as tapes and
DVDs to enable continued archival of critical
data and ensures users can access archived
materials.
System Description
Replay systems such as
Vision, Viewer, Archive,
Audio Server
Pull calls from the recorder for use by their
users.
September 2007 Infrastructure at a Glance
System Infrastructure Guide 25
Operation
The main purpose of the recorder is recording and analysis. At its basic
level, the recorder system consists of applications that search a database of
call references and requests the transfer of a specific call from the recorder
for replay to the user. The recorder uploads the call references to a database
for the applications to search for, and respond to, replay requests. Calls are
controlled either by the signaling on the telephony lines or by way of a
business logic server (BDR server) that takes data, either CTI or other
business data, to determine if the call should be recorded and what attributes
should be linked to the call. The recorder responds to this control input by
setting up and initiating recording and attaching any business attributes to
the call record.
Management Tool
In addition to the normal operation of the recorder is the Recorder Manager.
This administration application is responsible for such actions as channel
allocation, alarm notification, and archive management.
Control Systems such as
Unify and Business
Driven Rules (BDR)
servers
Analyze business data and CTI information to
determine if a call should be recorded and to
tag that call with any relevant business
information that will add value.
Call and Event databases Upload call details to allow applications to
search and replay calls.
Audit database Upload configuration and call replay
transactions
Alarm Notification Monitor alarm counters and events.
Enterprise Configuration Download and upload configuration
information, copy and redeploy configurations.
System Description
Infrastructure at a Glance Standard 3.0
26 Nortel TDM Recorder
Archiving
Calls are kept on the recorder in a circular calls buffer. Calls are either
archived to DVD or tapes located in the recorder, or the calls are “pulled” to
an external archiving server for storage. Archive activities are performed by
the Archive Manager software component.
Only certain Panasonic DVD drives and only HP DAT72 tapes are
supported for Archive.
DVD drives supported:
Only the Panasonic Range of DVD-RAM devices are currently supported.
These are the LF-D311, LFD521E or OEM equivalent SW-9571, or the LFM621U or OEM equivalent SW-9572-CPN devices. Nortel currently
recommends only 4.7 GB cartridges (as opposed to cartridgeless) disks.
Use the device driver on the installation CD that comes with the device or
download at the Panasonic driver website at the following url: http://
panasonic.co.jp/psec/support/dvdram/lim/eoem/index.html.
Each side of the DVD-RAM media can hold approximately 550 hours of
voice recording based on typical call lengths.
Tapes supported:
Only HP DAT72 tapes are supported. Use the device driver on the
installation CD that comes with the device or download at the HP driver
website (www.hp.com, clicking Support and Drivers and searching for
DAT72).
Each tape can hold 36 GB (without compression) or 72 GB (with
compression) of voice recording based on typical call lengths.
September 2007 Infrastructure at a Glance
System Infrastructure Guide 27
Implementation summary
The Nortel TDM Recorder Server integrates synchronized voice and data
monitoring. It also interfaces with databases, archive mechanisms, CTI
servers, and other servers. The following topics should be considered in the
implementation of Nortel TDM Recorder server:
Physical connectivity options
Network operating system
Server hardware components
CTI Servers
Voice cards
Physical connectivity options
Data-application Servers may be installed on Ethernet (100/1000 Mb/s)
server backbones. The Server operating system must be configured with the
network's default router IP address, and must be able to reach all agent
workstations by way of ping.
Installers have flexibility on where to deploy the Nortel TDM Recorder
Server in the enterprise environment. However, they should bear in mind
that data capture response times will fluctuate in direct correlation to the
average packet delivery times provided by the network segments traveled.
WAN data capture is fully supported but may result in reduced quality of
playback for users.
In all circumstances, installers should try to physically co-locate the Nortel
TDM Recorder Server with replay users.
Infrastructure at a Glance Standard 3.0
28 Nortel TDM Recorder
Network operating system
TDM Recorder installs on the Windows 2003 server with service pack1
using Windows Server Software. By default, the Server is installed as a
stand-alone Server in the NT domain model. It is recommend that you do
not configure the Nortel TDM Recorder Server as a Backup or Primary
Domain Controller, nor configure the server to participate in any NT
replication scheme.
DNS/WINS/HOSTS/LMHOSTS - Nortel TDM Recorder Application
Servers allow several different hostname-to-IP address resolution methods
for simple deployment in heterogeneous LAN environments.
The Nortel TDM Recorder server software does not directly interface with
TCP/IP, relying on the server's operating system to handle all IP resolution.
Server hardware components
Configurable hardware components of a typical Application Server include:
SCSI Hard Drive Array: Typically, all operating system and other
software is maintained on its own SCSI hard drive, mirrored RAID 1 on a
single controller. All voice and data files are typically stored on a RAID
5 (stripe set with parity) array.
Ai-Logix Voice Cards: In TDM deployments, voice connectivity is
handled by one or more digital voice cards. These cards are employed to
provide 24 or 30 digital voice channels connecting to a corresponding T1
or E1 circuit, respectively, within the ACD/PBX. Ai-Logix analog cards
can also be deployed.
Network Interface Card: Standard protocol configuration must be
entered into Windows’ Server Network applet in the Windows Control
Panel including default gateway, subnet mask, and DNS/WINS Server
addresses and names. NIC teaming (combining multiple NIC resources)
is supported.
September 2007 Infrastructure at a Glance
System Infrastructure Guide 29
For more information on server hardware and software components, refer to
“Recording Server environment” on page 61 and “Configuring Primary
Recorder Components” on page 113.
CTI Servers
It is strongly recommended that you install CTI-server software on a
separate server from the Nortel TDM Recorder Application Server. Nortel
TDM Recorder uses a separate server so that other servers can access the
data without degrading the performance of the recorder.
Voice cards
Only Ai-Logix cards (T1 or E1) are used in the Nortel TDM Recorder
infrastructure. These can be either Digital or Analog card types. For most
ACD switches, these server-resident voice cards provide the full interface to
the contact center's telephony infrastructure. For voice card installation and
wiring information, refer to “Voice card installation and wiring” on page 69.
For compatible voice card types and configuration using the Recorder
Manager, refer to “Configuring voice cards” on page 97.
Infrastructure at a Glance Standard 3.0
30 Nortel TDM Recorder
Hardware Summary
Item Description Details
Recorder Server Standard Server Platform
(such as HP, IBM, AdTech,
Alliance Systems)
3GHz Dual Processor Xeon
3GB RAM
RAID for Call Buffer
Expansion Chassis for more
slots
Large System = 360 Channel,
Single Box Solution (MS SQL
eWare Database, Viewer,
Recorder and Unify on a
single server)
MS SQL 2000, MSDE
Supported
Windows 2003 Server Windows 2003 Server must
have service pack1
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