Nortel TDM Recorder User Manual

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Nortel TDM Recorder

System Infrastructure Guide

Product Release 6.01 Standard 3.0 September 2007

297-2183-959

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Nortel TDM Recorder

System Infrastructure Guide

Publication number: 297-2183-959 Product release: 6.01 Document release: Standard 3.0 Date: September 2007

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.

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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.

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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

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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

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Viewer and Vision Replay 157

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158

Call Redirection and Call Flows. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159

List of Terms 181

Index 193

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Chapter 1

Getting Started

In this chapter

Intended audience 10

How to get help 11

Software and documentation version numbering 13

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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.

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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.

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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.

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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.

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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

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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.

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These are further described in “Nortel TDM Recorder features and benefits” on page 19.

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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.

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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.

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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

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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

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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

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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:

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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.

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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

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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.

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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.

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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.

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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.

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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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Voice Cards PCI 2.2, 3.3 Volt, Full Length

PCI Form Factor

Onboard DSPs – G726, G729a compression

High Impedance Cards (so no AHIB is required)

All major PBXs supported

Maximum cable lengths and wiring diagrams are in AiLogix docs

E1/T1 Trunk-side Tap DP3209 (single T1/E1) and

DP6409 (dual T1/E1)

ISDN, Robbed Bit, NFAS

DET (Station-side) Tap NGX800 (8 channels)

NGX1600 (16 channels)

NGX2400 (24 channels)

Analog Tap LD409 (4 channels)

LD809 (8 channels)

LD1609 (16 channels)

LD2409 (24 channels)

PT409 (4 channels)

PT809 (8 channels)

PT1609 (16 channels) (discontinued)

Item Description Details

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Archive Devices HP DAT72

DDS5 Tape Drive - 36GB capacity

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, click Support and Drivers and search for DAT72).

Each tape can hold 36 GB (without compression) or 72GB (with compression) of voice recording based on typical call lengths.

DVD-RAM 4.7 GB Only the Panasonic Range of

DVD-RAM devices are currently supported. Models are the LF-D311, LFD521E or OEM equivalent, SW-9571, LF-M621U or OEM equivalent SW-9572-CPN devices.

Only 4.7 GB cartridges (as opposed to cartridgeless) disks are recommended.

Use the device driver on the installation CD that comes with the device or download at the Panasonic web site http://panasonic.co.jp

Each side of the DVD-RAM media can hold approximately 550 hours of voice recording based on typical call lengths.

Item Description Details

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Recorder Sizing Fewer than120 channels > Single 3GHz processor

360 channels > Dual 3 GHz processors

Over 360 channels (that is, more than one recorder) >

Break out Unify/eWare to separate servers

Disk performance Use 64k cluster size on the call

buffer to avoid impact of fragmentation

Database should be on separate physical disks/bus from call buffer for maximum performance

Suggested Disk Layout:

C Drive: Windows Operating System (10 GB min)

D Drive: Program Files Installation Directory, Trace Logs, Postgres Workflow DB, Archive Temp Directory (40 GB Min)

E Drive: MS SQL Database (20 GB Min)

F Drive: Call Buffer (64k cluster size) (10 GB min)

Item Description Details

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Recorder PC Considerations

Does the recorder system have enough PCI slots?

Most mainstream servers max out at 3 PCI slots

Expansion chassis is often needed

A TDM bus cable is not required, so that cards can be split between the host system and an external chassis

Performance can degrade if there are more than 4 PCI bridges between the host CPU and the cards

PCI Express expansion chassis can be used.

Recorder Cooling and Power consideration

Does system have enough cooling and power capacity for voice cards?

AdTech and Alliance Systems validate systems for power, airflow and temperature

Ai-Logix provides specifications for power requirements

Item Description Details

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Using Nortel TDM Recorder databases

This section presents information regarding the databases that the Nortel TDM Recorder connects to, as well as the XML schema it uses. XML is used by Nortel TDM Recorder to present configuration information and contact metadata. The configuration XML is not connected to the database in any way; it is simply read by the Nortel TDM Recorder from the local disk.

The Nortel TDM Recorder uses two databases: the Calls database and the Media database. These are shown in the following simplified diagram:

Illustration of call elements being stored separately

Note: This section uses SQL Server terminology. If SQL Server is not installed, a default MSDE database is installed.

Calls Database

Media Database

Voice Card (Ai-Logix)

Call received from Unify (via PBX and CTI Server)

Associated data (meta-data) captured in XML file

Voice portion of call captured in WAV file

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36 Nortel TDM Recorder

Calls database

The Calls database stores the metadata for recorded Contacts. This metadata includes channel, duration, start time, and user-defined fields. The Recorder's input to this database is achieved through a stored procedure named AddXML. The stored procedure is responsible for parsing an XML file that describes the Contact metadata and persisting that data properly into the database. The primary table, which stores Contact metadata, is called

tblCalls. The Viewer application uses a series of views created on this

database to allow each customer to tailor the display of Contact metadata to their environment.

Media database

The Media database keeps track of the files that store the Contact data and metadata. It also facilitates the Enterprise Archive capability of ContactStore Archive by maintaining information about which disks, DVDs, and tapes are storing individual files specific to Contacts. The role that the Recorder itself plays in this process is limited: it updates the Media database after the call is initially recorded to indicate that there is a copy of the Contact on the Recorder's call buffer. Once the Contact has rolled-off the call buffer, the Recorder again must update the Media database to indicate that the Contact is no longer available on the Recorder's call buffer.

How many databases are needed?

The answer to how many databases are needed depends on resources. SQL Server allows you to create multiple logical entities that it calls databases. Each database can be configured to have its own characteristics, such as security and file system. Typically, large companies have numerous physical databases, such as separate Payroll and Purchasing databases for example.

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You can have two separate physical databases: Calls and Media. The Calls database is where the main viewer query is done. The Media database is where the Retriever component looks for the tape on which the call is located.

Database stored procedures

One set of stored procedures is used to handle Contacts stored on a Recorder's call buffer. A different set of stored procedures is used to handle Contacts stored on an archive medium.

Call buffer stored procedures

The stored procedures used for the call buffer are:

Archive media stored procedures

The stored procedures used for archive media are:

Procedure Description

NGADiskBuffer_Add Called when a new Contact is created by the

Recorder.

NGADiskBuffer_Update Called when the Contact's size or format has

changed.

NGADiskBuffer_Removed Called when the Contact has rolled off the

buffer.

Procedure Description

Archive_DriveDetected Called when a new DVD, tape, or other drive is

detected.

Archive_AddMedia Called when a blank tape or DVD is initialized.

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XML specification

XML is used in Nortel TDM Recorder to describe configuration of the Recorder and persist metadata for each Contact.

Archive_MediaIs Called when a previously used DVD or tape is

reinserted.

Archive_AddComposite Called when a new tarball has been written to a

DVD. If tarballs are used with tape archive in Nortel TDM Recorder then this would be called when a tarball was written to the tape as well.

Item Description

eRecorder Meta Data XML Schema.doc

Describes the XML schema used for metadata persistence.

ERecorder_Configuration _XML _Schema.doc

Describes the XML schema used for configuration.

Procedure Description

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System Infrastructure Guide 39

Chapter 4

Call Recording and Playback

In this chapter

Common recording methods 40

Recording 43

Recording and playback 50

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Common recording methods

Passive tap trunk side recording

This method taps directly into a T1 or E1 line to record all incoming calls at the demarcation point before going to a switch. In general, passive tap recording caches a recording of the entire contact on the recording system. If an event does not trigger storage of the recording within a specified period of time, the cached recording is deleted from the system.

Passive tap trunk-side recording requires a physical connection directly between the demarcation point and the switch system. The physical connection is implemented by placing a junction box on the inbound T1 or E1 line. One junction box is required per trunk to be monitored. Further, two T1 or E1 voice board spans are required per junction box to capture voice data from both the customer voice channel and the agent voice channel. The following diagram illustrates a passive tap trunk-side configuration deployed within a Call Center environment:

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Trunk-side recording requires two spans for every one span being tapped. The first span is for recording the agent (transmitter); the second is for the customer (receiver) side.

Passive tap station side recording

Passive tap station-side recording initiates recordings between the switch/ ACD and a phone by tapping into the line that connects the switch to the telephone by way of a punch-down block. A cable is installed so that each extension connects directly to a port on the voice card. The passive tap Station-side configuration deployed within the Call Center environment is illustrated in the following illustration:

PSTN

T1 Line Note: 1 junction box required for each T1 line.

PBX

CTI

Server

Punchdown

Block

Junction

Box

Passive Tap: Trunk Side Recording

Recorder Server

Sysadmin/ Supervisor Server

Agent

Workstations

Unify Server

Voice Card for Passive Tap recording

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Span pair

A span is a term that refers to the wiring from the Voice Card on the Recorder Server that taps into the telephone system. A span can be extensions connected to the Switch or a T-1 connected to the public Tcarrier. For Passive Tap recording, each span connects the voice card to the phone system's T1 or E1. Both spans may be associated with the same related switch, or each span may be associated with different related switches. The span pair is used for recording inbound calls only; outbound calls are ignored, hence the term “passive”.

PSTN

Passive Tap: Station-side Recording

Recorder Server

Sysadmin/Supervisor Server

Agent

Workstations

PBX

Archival

Storage

PLAYBACK

RECORDING

CTI

Server

Punchdown

Block

Unify Server

T1 Line

Voice Card for Passive Tap recording

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Recording

Before a recording can begin, the capture engine of the Recorder verifies that a valid license exists, then detects voice cards. Once these prerequisites are done, the Capture engine proceeds to capture and record voice data and metadata from either a CTI source (the primary source) or from a voice card, while at the same time allowing for backup recording when the CTI source is unavailable. Finally, the capture engine persists and consolidates data to local archive devices, including data from another Recorder if one exists. These tasks are described in the following sections:

 Recording prerequisites

 Auto-detecting telephony cards

 Validating licensing

 Capturing and recording voice data

 Capturing and recording associated call data

 Capturing CTI-initiated contact

 Capturing voice card-initiated contact

 Control Fallback

Recording prerequisites

Recording prerequisites include detecting telephony cards and validating licensing. After the Recorder has these prerequisites in place, capturing can begin.

Auto-detecting telephony cards

The Recorder's capture component probes the system while initializing to detect the existence of any telephony interface cards. The Capture component then compares the detected card(s) with those that already exist in the configuration file

config.xml. If any mismatch is reported, such as

new cards added or existing cards removed, moved, or replaced, a new file,

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update.xml is generated. This file contains details of detected

mismatches, such as type of card, serial number, number of channels, and PCI slot occupied. The Capture engine then recalculates logical to physical channel mappings and writes to a log file, sounding an alarm if a card fails to initialize. The card finally has to be acknowledged (by clicking Accept) and configured.

Validating licensing

The Recorder's Capture component loads and decodes the license key during startup and then enforces channel licensing when requests to record calls are received. During startup, the license key is read from the system's configuration file,

config.xml. The license key is then decoded and its

authenticity verified. Upon verification, channel configurations are loaded from the

config.xml file and validation of the number of channels

configured compared to the actual number of channels licensed. Next, a request (CTI driven) or event (Tap Sense) is issued to the Capture engine to start recording a call. After checking that the requested channel to be recorded is licensed, the Capture engine starts recording the channel, generating an audit log at the same time.

If one or more of the following License Key conditions exists, the capture engine is not initialized:

 Missing

 Tamp ere d

 Invalid or Expired

 Configuration Mismatch

 Channel not Licensed

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Capturing and recording voice data

Capturing and Recording voice data describes capturing the voice data portion of a call and converting it into a

.wav file for later retrieval and

playback. The non-voice data portion of a call, known as associated data or metadata, is captured separately, as described in “Capturing and recording associated call data” on page 47.

The recording is initiated by a request from the call controller, either the Controlling Engine (Unify) based on CTI events, or, if detected, a Tap Sense event on the telephony interface card. In effect, Unify makes all decisions on recording actions, while the telephony interface card provides voice data and telephony events to the Capture Engine. Where Unify is unavailable for some reason, recording is initiated directly from the telephony interface card using Tap Sense. This is described in “Control Fallback” on page 49.

The following telephony interface cards are supported

Type Ai-Logix

Model

Description

Analog Station Side

PT409, PT809, PT1609

Voice cards capable of recording 4, 8 and 16 ports respectively. These cards are currently supported by ContactStore Express and are supported for backwards-compatibility with those customers. These cards do not generate a loss of signal (LOS) alarm.

Analog Station Side

LD409, LD809, LD1609, LD2409

Newer versions of Ai-Logix's analog station-side recording voice cards capable of recording 4, 8, 16 and 24 ports respectively.

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Voice data formats supported include ALAW, ULAW, G726, and G729A.

The Capture Engine processes the call start and initiates the record on the telephony interface card channel. Once notified that recording has started, the Capture Engine processes the incoming data stream of voice data from the call, and saves it to the disk in

.wav file format. When the call is

finished, the process is reversed: the Call Controller (i.e. Unify or the telephony interface card) issues a stop call to the Capture Engine, which terminates the recording operation on the telephony interface card channel and confirms to the Call Controller that recording has stopped. The end result is a named

.wav file on the hard disk. The file name is correlated with

the call’s metadata using the inum of the call, as described in the next section.

Digital Station Side

NGX800 Voice card that records 8x2-wire digital stations

(4x4-wire). It is triggered by D-channel events. Can have up to two MX80 daughterboards attached.

NGX1600 Voice card that records 16x2-wire digital stations

(8x4-wire). It is triggered by D-channel events. Can have up to one MX80 daugtherboards attached

NGX2400 Voice card that records 24x2-wire digital stations

(12x4-wire) triggered by D-channel events.

MX80 Daughterboard that can be installed on NGX800

and NGX1600 voice cards.

Digital Trunk Side

DP3209

DP6409

Passive-tap recording voice cards capable of recording 30 (DP3209) and 60 (DP6409) channels. They are software switchable between E1 and T1.

See also: http://www.ai-logix.com.

Type Ai-Logix

Model

Description

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Capturing and recording associated call data

Recording associated call data involves capturing the metadata portion of a call, such as call start time and call end time, and converting this information into a

.xml file for later retrieval and playback. The voice data portion of a

call, known as voice data, is captured separately, as described in Capturing and Recording Voice Data in the previous section.

Metadata recording is initiated by a request from the Call Controller, either the Controlling Engine (Unify) based on CTI events, or, if detected, a Tap Sense event on the telephony interface card. Where Unify is unavailable for some reason, recording is initiated directly from the telephony interface card using Tap Sense. This is described in “Control Fallback” on page 49.

Metadata formats recorded in the

inum.xml file depend on whether Unify

or a telephony interface card is used as the recording mode. If Unify is the recording mode, the following metadata is recorded: Dialed Digits, CLI digits, DNIS, Call ID, Call Direction, and User-defined fields. If the telephony interface card is the recording mode, the following metadata is recorded:- All cards: Channel Name, Channel Number, Static tags (such as start time, stop time, length, and so on); Trunkside Cards: DNIS; DET cards - Extension, CLI, Lamp; Analog Cards: Digits.

The process begins when the Controlling Engine (Unify) asserts a start call to the Capture Engine, which generates static metadata tags such as start time. When the call is finished, Unify asserts a stop call, generating metadata tags such as stop time. At any time while the call is in progress, or after the call, the Call Controller tags additional call metadata used by the Capture Engine in persisting the metadata to the .

xml file while asserting the

file to the Consolidator for uploading to the database. This cycle is repeated for all calls.

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The end result of each call is a file named inum.xml on the database where inum is the serial number of the capture card plus the inum value of the call. For example, the 7th call recorded by a capture card with serial number 600001 could be

600001000000007.xml. The file name is correlated with

the call's voice data in the

.wav file with the same inum. In the example, the

voice data file would be

600001000000007.wav. A third file, a database

file, with the same name is also created.

In playback, the replay application, such as Viewer or Vision, searches the database on a particular criteria, such as

inum, to find the call. For archiving

purposes, the metadata

.xml file along with the corresponding.wav file can

be configured to be persisted to a permanent archive storage device such as tape or DVD.

Capturing CTI-initiated contact

The normal method for capturing contacts is using Unify. In Unify control mode, Unify monitors the CTI events for configured extensions from the switch. Based on incoming CTI events, Unify decides to start or stop contacts according to customer needs. The recording process is controlled by the Unify script as described in “Recording and playback” on page 50.

Unify then captures voice data and metadata, as described in “Capturing and recording voice data” on page 45 and “Capturing and recording associated call data” on page 47. Metadata captured includes

Dialed Digits, CLI

digits

, DNIS, Call ID, and Call Direction. Unify may also tag

any desired user-defined fields for inclusion in the

inum.xml file.

When CTI-initiated contact recording is not possible, fall back mode using Tap Sense and the telephony interface card is used, as described in “Control Fallback” on page 49.

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Capturing voice card-initiated contact

Capturing contacts using only the telephony interface card (the voice card) is based on digital or analog events from the tapped line. In Tap Sense recording mode, events are asserted from the tapped telephone line. For example, a Punchdown Block can be used to tap a telephone line by forming an additional connection to that line.

Tap Sense recording mode can be started in one of three ways:

1. The Capture Engine can be configured to always perform Tap Sense Recording

2. Unify can instruct the Capture engine to switch to Tap Sense recording in the absence of the CTI source

3. The Capture Engine loses the connection to Unify and automatically switches to Tap Sense recording. Methods 2 and 3 are described in Control Fallback

Control Fallback

Control Fallback is the backup system for Capturing CTI-initiated Contacts. Whenever Unify is not available to record the starting and stopping of calls, an alternate method is used: the telephony interface cards. Here, calls are recorded using Tap Sense recording mode, thus providing a fail-safe method for continuous call recording.

The switching between recording modes begins when Unify detects that the CTI source is disconnected and invokes the fallback mode on the Capture Engine. Then, procedures described in Capturing Tap Sense-initiated Contacts are followed. When Unify detects that the CTI source is reconnected, the fallback mode is switched off and the CTI source resumes.

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Recording and playback

Recording and providing Contacts for playback using Internet Protocol (IP) are the primary functions of the Nortel TDM Recorder. The interface used by Viewer for playback is designed to be a uniform HTTP interface that can be used to retrieve Contact data and metadata for a variety of purposes, including Enterprise Archive. This section shows how the sub-components of the Recorder cooperate for recording and playing back a Contact in a greyfield environment (that is, where there are unify scripts for a mediastore and the Nortel TDM Recorder). The Contact may be located either on the Recorder's local call buffer or on a tape or DVD on the Recorder server. This information is described in the following topics:

 Capturing a Contact (recording)

 Alternative methods of capturing a contact

 Replaying a Contact located on the Recorder's local Call Buffer

(Playback)

 Replaying a Contact located on a Recorder’s tape or DVD (Playback)

Capturing a Contact (recording)

Capturing a Contact is initiated when the Unify Script receives an event that indicates that a monitored extension or trunk channel has begun a call. The script issues a start recording (

startRecord()) message to the Recorder

which replies asynchronously when it has started recording.

When the Unify Script receives a later event indicating that the call has ended, it issues a stop recording (

stopRecord()) message to the recorder,

which again responds asynchronously. Inside the recorder after recording has stopped a series of events occur that cause the metadata to be uploaded to the Calls database and the voice data and its metadata to be archived to the Media database and to an external storage device. This is described in the following steps and illustrated in the following diagram:

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Capture a Contact showing scripting commands.

Issuing the Start command

Recording begins when Unify receives an event (that is, a call has started) from the CTI server:

1. The Unify Script issues a

startRecord() message to the Recorder.

The message contains an identifier for the channel that should start recording. The Workflow component of the Recorder acts as a communication broker between the Recorder and Unify.

2. The Capture Engine asynchronously begins to read data from a buffer presented by the Voice Card API. This process is actually a periodic callback by the API that contains the next packet of voice data. As the

Archiver

Workflow Manager

Capture Engine

Unify

Disk Manager

Capture a Contact

Consolidator

2.3 recordingStopped( inum)

1.1 start Record( channel)

1.2 recordingStarted( channel, inum)

2.1 stopRecord( channel)

2.2 recordingStopped( channel)

2.4 consolidated( inum)

2.6 consolidateComplete( inum)

2.8 archiveCompleted( inum)

3.2 contactDeleted( inum)

3.1 contactDeleted( inum)

2.5 archive( inum)

2.7 archiveComplete( inum)

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callbacks are received, the Capture Engine streams the buffers to disk in the form of a WAV file.

3. Once the callback has been activated, the recorder responds asynchronously to the Workflow that recording has started on the channel and provides a unique identifier for the Contact, the

inum.

Issuing the Stop command

1. When the call has finished, the Unify Script issues a

stopRecord()

message to the Recorder.

2. The Capture Engine asynchronously de-registers the callback for the channel and closes out the WAV file once all of the packets are received.

3. The Capture Engine responds asynchronously with a message indicating that recording has stopped.

4. The Capture Engine sends the

recordStopped() message on to the

Workflow to manage the post-recording life of the Contact.

5. The Workflow initiates the post-processing of the Contact by sending a

consolidate() message to the Consolidator to cause the Contact

metadata to be uploaded to the Calls database. The message contains the

inum of the Contact.

6. The Workflow then sends an

archive() message to the Archiver

component so that archiving and consolidation can be done in parallel.

7. The consolidator locates the XML file containing the Contact metadata on disk by the

inum. The consolidator then updates the database with the

Contact metadata contained in the XML file. Once completed it sends an asynchronous

consolidateCompleted() message to the Workflow.

8. The Archiver locates the Contact WAV and XML metadata by

inum on

the disk. The Archiver writes the WAV and XML to the tape or other external storage. The Archiver responds asynchronously to the Workflow once archive is complete for the Contact.

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Ensuring enough disk space

1. The Disk Manager periodically examines the call buffer for remaining free space. When the free space has gone below a configured threshold, the Disk Manager begins deleting the oldest Contacts until the threshold has been reached.

2. Once the Contact has been deleted the Disk Manager informs the Workflow. The Workflow relays the message to the Consolidator.

3. The Consolidator updates the Media database to indicate that the Contact is no longer available on the Recorder's call buffer.

Alternative methods of capturing a contact

Two non-Unify methods for capturing a contact exist. The first is D-channel capture and the second VOX Fallback or Secondary Mode:

1. Instead of the Unify Script issuing a

startRecord() command, the

Recorder itself issues a tap-driven StartRecord when it detects from a DChannel, Line Sense, VOX or some other tap-based means that a call has started on the channel.

2. Instead of the Unify script issuing a

stopRecord(), the Recorder itself

issues a tap-driven

stopRecord(), similar to the Alternative for step 1.

Note that in an environment where VOX Fallback /Secondary Mode is enabled, a tap-driven

startRecord() may be followed by a Unify-

based

stopRecord(), or a Unify-based startRecord() may be

followed by a tap-driven

stopRecord().

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Replaying a Contact located on the Recorder's local Call Buffer (Playback)

Replaying a Contact from the local Call Buffer begins when Viewer requests the Contact data or metadata from the Retrieval interface on the Recorder. Viewer first queries the Calls Database to provide a list of Contacts to the user, who is normally the Supervisor but can be anyone else who has access to Contacts through the Viewer. The Supervisor then chooses a Contact for playback, as described in the following steps and shown in the following diagram:

Steps in replaying a contact (Playback) from a local call buffer

Playing back a Contact from a local Disk Buffer is accomplished by following these steps:

Viewer

Retriever

Locator

Replay a Contact located on the Call Buffe

1.1 query Contacts

2.1 get Contact

2.2 redirect to Viewer

2.3.1 Read from Disk

2.5 get Contact (HTTP)

2.7 redirect to Recorder

2.3 get Contact (HTTP)

2.4 return Contact

Viewer Web Browser

Recorder Server

Viewer Server

Supervisor Workstation

Call Buffer (Internal Disk Drive)

1.1.1 query database

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Executing a query

1. The Supervisor executes a query in the Viewer browser window to display list of Contacts.

2. The HTTP request is executed in the Viewer Server Component.

The Viewer server component executes a Query in the Calls Database.

Selecting a Contact

1. The Supervisor selects a Contact to playback.

2. The Viewer browser executes an HTTP Get of the Contact data on the

Viewer Server component.

The Viewer Server component uses the Locator component to determine the closest Recorder node to the Viewer browser that can service the request. This allows the Viewer server to be located in a main office and the browser and Recorder both in the same branch office. The Viewer browser will be redirected to the nearby Recorder to service the request rather than the Contact data being sent to the main office then back to the local office.

The Locator component redirects the HTTP request to the Recorder node.

This redirection is passed on to the Viewer browser.

3. The Viewer browser re-requests the Contact from the Recorder.

The Retriever component on the Recorder reads the Contact data from disk.

4. The Contact data is returned to the Viewer browser.

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Replaying a Contact located on a Recorder’s tape or DVD (Playback)

In Replaying a Contact located on a tape or DVD, the Contact data has been archived to tape or DVD after it has been moved off the disk buffer. The Recorder follows the same steps as described for retrieving the Contact data from the local Call Buffer. This time, however, the Retriever is unable to locate the Contact data on the Call Buffer, so it checks the Media database to see if the Contact is located on the archival storage medium that is currently in the Recorder. The Media database is consulted only after the lookup on local disk fails. This is because the Media database may be located off-site and the lookup may be much slower than the disk buffer. Lookup on Archival storage might be even slower than lookup on the Media database. For this reason the Retriever looks here when the local disk lookup fails. This is described in the following steps and shown in the following diagram:

Steps in replaying a Contact (Playback) from Archival Storage

Viewer

Retriever

Locator

Replay a Contact located on tape/DVD on Recorder

2.3.1 Try to find Contact on Disk

Recorder Server

Viewer Server

Supervisor Workstation

Call Buffer (Internal Disk Drive)

1.1.1 query database

Tape/ DVD

Viewer Web Browser

2.3 get Contact (HTTP)

2.4 return Contact

2.3.3 Read from Archival Storage

2.3.2 query Media DB for location of Contact

1.1 query Contacts

2.1 get Contact

2.2 redirect to Viewer

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Playing back a Contact from a tape or DVD is accomplished by following these steps:

Executing a query

1. The Supervisor executes a query in the Viewer browser window to display a list of Contacts.

The HTTP request is executed in the Viewer Server Component.

The Viewer server component executes a Query in the Calls Database.

Selecting a Contact

1. The Supervisor selects a Contact to playback.

The Viewer browser executes an HTTP

Get of the Contact data on the

Viewer Server component.

The Locator component redirects the HTTP request to the Recorder node.

2. This redirection is passed on to the Viewer browser.

3. The Viewer browser requests Contact data from the Retriever.

The Retriever attempts to locate the Contact on the local disk buffer and fails.

The Retriever checks the Media Database and finds that the Contact is located on the archival storage present in the Recorder.

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The Retriever reads the Contact data from the archival storage and stores it in a temporary cache.

4. The Contact data is returned to the Viewer browser.

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Chapter 5

System Setup and Administration

In this chapter

Overview 60

Recording Server environment 61

Voice card installation and wiring 69

System administration components 84

First time login instructions 85

Chapter 5: Navigating the User interface 86

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Overview

After the Nortel TDM Recorder server and system has been successfully installed, you are ready to configure the environment. This is accomplished according to the various recording methods and the various recording options, as described in Chapter 4, “Call Recording and Playback”

System setup and administration is included in the following topics:

 Recording Server environment

 Voice card installation and wiring

 System administration components

 First time login instructions

 Navigating the User interface

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Recording Server environment

Configuration of your Nortel TDM Recorder Server environment requires that you first, in consultation with your System Architect, compare your current work environment before and after the Recording Server implementation. The following simplified illustration is an example of a typical quality monitoring server environment for a single site.

The Nortel TDM Recorder infrastructure components are divided into hardware and recorder software components. The basic protocol of interfacing hardware and software is HTTP. Other protocols are also used.

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

Voice recordings in (to capture card)

Voice Recordings out (after conversion to audio files)

Tagged Metadata in (to capture card)

Metadata out (after conversion to .xml files)

Each recorded contact has corresponding metadata

Raw Metadata

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Hardware components consist of the following:

 PSTN (Central Office Switch)

 PBX (Organization's Switch)

 Agent Telephones

 CTI Server

 Unify Server

 Recorder (see below for details)

The Recorder consists of the following software components:

 Capture Engine

 Workflow Component

 Consolidator

 Calls Database

 Media Database

 Viewer

 Retriever

 Archive

Central office

The central office represents the public switched telephone network (PSTN) where telephone calls originate. The PSTN switch communicates with the PBX in such a way that calls are routed according to the setup of the PBX. The PSTN is connected to the PBX by a T1 or E1 line.

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PBX

The PBX is the secondary switch in a telephony network. This switch communicates with the PSTN on one side and the organization's telephony equipment on the other. Unlike the PSTN, the PBX provides audit trails of all incoming calls, such as time the call started and stopped. This is known as event data or metadata, which may or may not be used. If used, a CTI server is normally involved as part of a chain of hardware that allows the event data to be passed to, and interpreted by, recording hardware.

Trunk-side recording takes places between the central office and the PBX. Station-side recording takes place after the call is switched from the PBX to a local extension.

CTI server

The CTI server acts as a broker interface to the PBX. The CTI server communicates with the many different models of PBX so that the complicated and ever-changing task of programming a device to interface with the PBX switch is eliminated. The CTI server thus extracts event data (that is, call metadata) and renders it acceptable to the existing telephony hardware of organizations. In the case of Nortel TDM Recorder, Unify obtains event data from the CTI server and passes it, after mapping fields, to the Recorder for conversion to a XML file.

Agent extensions

Agents use telephones to participate in the customer calls that are being recorded. Each extension has a unique identifier, usually 4-digits. These calls originate from the PBX and are recorded directly by the capture engine independently of the collection of the call's metadata.

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Unify

Unify connects to the Computer Telephony Interface (CTI) Server. It uses a standard script that is customized for a specific telephony environment and does one or all of the following.

 Acquires data directly from the switch

 Acquires data from telephony middleware (that is, the Recorder)

 Persists telephony information into the database

 Allows interaction with other system components.

For call recording purposes, Unify polls data directly from the switch. Event data is received by Unify in the form of tags. Unify uses the script to map the event data to user-friendly names. For example a tag might contain the DNIS of the call. Unify allows the renaming of tags so that instead of UDF 1, the tag would be named DNIS. Information is then passed to the capture component of the Recorder for conversion to a machine-readable file such as

60000010000007.xml.

Recorder

The Recorder consists of components that capture call data and propagate this data to databases to allow retrieval and viewing. Software components include the Capture Engine, Workflow, Consolidator, Database (Calls and Media), Viewer, Retriever, and Archive software components. The functions of these components are summarized in the following sections.

Capture Engine

The capture engine works with the capture card and records the call directly from the PBX (station-side) and receives the metadata indirectly. The capture engine records the call's audio portion directly from the tapped line to the card's call buffer. It is the audio portion of the call that is heard by the agent at their telephone extension. The metadata is extracted from the PBX

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by the CTI Server, which sends the data to the Unify server, which maps the data to user-defined fields before sending it to the capture engine for conversion into an XML file. Although it took an indirect route, the metadata ends up on the call buffer along with its audio counterpart.

The capture engine finally converts data on the call buffer into 2 files, each with the same name but with a different file extension. The filename prefix consists of the serial number of the capture card combined with the unique

inum value of the call. The file extension can be either xml or wav. This is

shown in the following example:

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

Call #7 Voice

Call #7

Raw Metadata

Where?

What?

6000010000007.xml

6000010000007.wav

Mapped Metadata for call #7

Voice (audio) data for call #7

Capture Component SN: 6000001

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As an example, a call is received through the central office and directed through the PBX switch to extension 2347, which is being tapped stationside for recording. Say, for example, the call is the 7th of the day. The serial number of the capture card is 600001. The audio portion is captured and converted to a WAV file named

60000010000007.wav. The metadata

portion of the call is captured and converted at the same time as a file named

60000010000007.xml.

The workflow component polls the capture engine periodically and upon finding two files of the same name, passes the files to the consolidator for furtherance to the databases.

Workflow manager

The workflow manager software component, among its many tasks, polls the disk buffer of the capture engine periodically for matching files. Upon discovering that a matching pair of files (except for file extension) exists on the call buffer of the Capture Engine, the Workflow component copies the files to the Consolidator. At this point, two sets of identical files (that is

60000010000007.wav and 60000010000007.xml in the example)

exist. Until the call files are copied by the consolidator to the database, however, only the file set in the call buffer can be retrieved.

Consolidator

The consolidator component effectively transfers files from the Workflow Manager component to the database. Just as the database is divided into the calls database and the media database, the consolidator consolidates according to the file type. The media consolidator copies the media file (

60000010000007.wav in the example) to the media database. The calls

consolidator copies the metadata file (

60000010000007.xml) to the calls

database.

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Database (calls and media)

The database is where call information is stored. Call information consists of an audio portion and a metadata portion, which are copied from the consolidator. The consolidator consolidates the audio portion of the call as a

WAV file into the media database. At the same time, the consolidator

consolidates the metadata portion of the call as an XML file into the calls database. For more information on databases, refer to “Using Nortel TDM Recorder databases” on page 35.

Updating of the database is done by the Consolidator component. Consolidator periodically polls the Recorder(s) and other system components, and then uploads changes, and incorporates those changes into the database.

Once the call data is persisted to the database, it can be retrieved and displayed by the Viewer application using the Retriever component. It can also be moved off the database and stored in an archive such as DVD or tape or in a RAID array of hard disks. For this, the Archiver component performs all archiving tasks.

See also: http://www.ai-logix.com.

Type Ai-Logix

Model

Description

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7 Place the Ai-Logix CD into the CD ROM drive and follow screen

instruction to complete the installation. Alternatively, you can wait for the installation of the recorder software.

Digital trunk side wiring

The following sections describes cabling and wiring for the Ai-Logix SmartWorks DP voice cards and typical wiring diagrams for T1 and E1. This information is described in the following topics:

 Cable lengths

 Wiring on the T1 interface

 Wiring on the E1 interface

Cable lengths

The maximum allowable cable lengths from the trunk side tap to the DP card is as follows:

Note: A cross-over cable is typically required when installing an Ai-Logix DP card. If a cross-over cable is not used, the Receive and Transmit wires do not line up properly, as shown in the following diagram:

Trunk Type Maximum Length

E1 16 meters (52 feet)

T1 30 meters (98 feet)

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1 2 3

4 5

6 7 8

1 2 3

4 5

6 7 8

1 2

3 4 5 6 7 8

1 2

3 4 5 6 7 8

R R

T T

R R

T T

R R

T T

R R

T T

DP3209 or DP6409 Voice Card

8 7 6 5 4 3 2 1

RJ -45

Framer 0

RJ - 45

Framer 1

Crossover Cable

Phone Tap

DP Card

T1/E1 Line

LEGEND: R = Receive T = Transmit

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Wiring on the T1 interface

The Ai-Logix DP6409 card has two RJ-45 ports on its front bracket. (The DP3209 has one). In a typical configuration, standard Category 5 (Cat 5) network cables connect the DP card to a pair of T1 trunks by using a punchdown block. Connecting to the punch-down block may require cable modification. For more information on connecting Cat 5 cables to a punchdown block, refer to the documentation that accompanies the punch-down block.

PBX

DP3209 or DP6409 Voice Card

T1 Trunk Wiring Scenario

PSTN

8 7 6 5 4 3 2 1

RJ -45

Trunk 1

Trunk 2

LEGEND: RI = Receive Inbound R = Receive Outbound T1 = Transmit Inbound T = Transmit Outbound

RJ - 45

Trunk 2

Framer 2 Inbound Ch 25 - 48

Framer 0 Inbound Ch 1 - 24

Framer 1 Outbound Ch. 1 - 24

Framer 3 Outbound Ch. 25 - 48

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Wiring on the E1 interface

The process of passively tapping E1 trunks is no different from tapping T1 trunks. However, with European telephony there are a few differences in channel numbers and possibly hardware. For example, instead of Cat 5 cable, some European networking and telephony lines use standard co-axial cable, requiring a converter to make the switch from co-axial to RJ-45. The Dual Balun converter and co-axial TEE converters are shown in the following diagram:

PBX

DP3209 or DP6409 Voice Card

E1 Trunk Wiring Scenario

PSTN

12345678

RJ-45

8 7 6 5 4 3 2 1

RJ -45

Trunk 1

RJ - 45

Trunk 2

Framer 2 Inbound Ch 31 - 60

Framer 0 Inbound Ch 1 - 30

Framer 1 Outbound Ch. 1 - 30

Framer 3 Outbound Ch. 31 - 60

Feed from 2nd

Dual BALUN

Converter for

Trunk 2 (not

shown)

Category 5 Twisted Pair Tap

Outbound

Inbound

COAX Cable

TGEE Connectors

1st Dual BALUN Converter

(for trunk 1 )

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Digital station side wiring

The following sections describe how to plan for the Ai-Logix SmartWorks NGX family of digital voice cards, including typical wiring diagrams for the three common connection types (Y-Splitter, Bridge Clips, and Dual Punch Blocks). This information is described in the following topics:

 Planning your NGX system

 Using a Y-Splitter

 Using Bridge Clips

 Using dual punch-down blocks

 Using the Ai-Logix RTS

Planning your NGX system

Before you set up your NGX system you must answer a few questions. By doing so, you will narrow the field of variables that exist in planning and configuring an NGX digital voice card.

1. What type of system are you looking to set up? There are two possibilities:

a) Vox Only: The NGX is used for voice recording only, using activity detection to trigger recording. This method is the simplest configuration, and provides the least control. At the same time, the VOX option requires more tuning for individual environments and is more sensitive to variations in the length and amount of silence in any particular call.

b) D-Channel. Using the D-Channel method allows the user application to collect raw D-Channel information to determine call states and control the NGX at the same time. This method provides the greatest amount of control. In general, while it is recommended that the D-Channel option for fallback is used, some customers may need to choose VOX because the D-Channel events may not match their interpretation of what a call is.

Note: Vox Only and D-Channel can be combined. For example, an application can be designed to record voice data and report raw D-Channel information.

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2. How will you connect the NGX card to your PBX and phones? There are three possibilities:

a) Y-Splitter: A Y-Splitter is inserted between the PBX and the punch-down blocks that breaks out to phones. This is the optimal solution.

b) Bridge Clips: The second leg of the punch-down block receives a duplicate PBX signal from the first leg through bridge clips. Depending on the quality of the components, this method may cause mild signal degradation.

c) Dual Punch-down Blocks: The PBX signal is duplicated by wiring each channel on the main punch-down block to a second punch-down block. This solution is the least desirable method.

These three possibilities described in detail in the following sections.

Using a Y-Splitter

An RJ-21X Y-Splitter is inserted between the PBX and the punch-down blocks that breaks out to phones. It is preferable that the splitter be as close to the PBX as possible. The PBX plugs into the first RJ-21X connector on the Y-Splitter, after which the NGX and punch-down block can connect to either of the remaining connectors on the Y-Splitter. This configuration offers the most flexibility. It allows the NGX to passively tap the PBX without having to interface to the punch-down block. The signal quality is optimized because it is routed to the NGX before reaching the punch-down block.

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The Y-Splitter is the recommended method of passively tapping with the NGX. If this solution is not possible, consider Bridge Clips first or Dual Punch-down Blocks if nothing else is possible.

Using Bridge Clips

With Bridge Clips, the second leg of the punch-down block receives a duplicate PBX signal from the first leg. The NGX is then connected to the second leg of the punch-down block. Although it is not as flexible as the YSplitter, this method is a viable means of passively tapping a PBX at the punch-down block with the NGX. Bridge Clips are applied between the first leg of the punch-down block to the second leg to duplicate the PBX signal between the legs.

PBX

RJ-21 X Y Splitter

Punch-down block

NGX Wiring with Y-Splitter Scenario

Phones

LEGEND:

RJ-21 X Connector

Standard Twisted Pair Cable

50-Pin Centronics ML Cable

NGX Voice Card

1 2 3

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Using Bridge Clips limits you to wiring only one leg of the punch-down block to the phones while the second leg must be dedicated entirely to the NGX. Use this method only if the Y-Splitter method is not possible.

Using dual punch-down blocks

With dual punch-down blocks the PBX signal is duplicated by wiring each channel on the main punch-down block to a second punch-down block that connects to the NGX.

Use this configuration if you have no access to alter the PBX signal path (which means you cannot use a Y-Splitter) or if you are not able to reconfigure the punch-down block that routes the PBX to the phones (which means you cannot use Bridge Clips).

PBX

Punch-down block

NGX Wiring with Bridge Clips Scenario

Phones

DETAIL

Bridge clips

couple 1st leg

of punch-down

block to 2nd leg

LEGEND:

Standard Twisted Pair Cable

50-Pin Centronics ML Cable

RJ-21 X Connector

NGX Voice Card

Bridge Clip

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Using standard twisted pair wire, each channel is connected to an additional punch-down block that the NGX can connect to through either an RJ-21X connection, or if necessary, by manually breaking out the HD68 cable that normally connects to the RK-21X connector into its individual lines and connecting them each to a channel.

Dual punch-down blocks can seriously degrade signal quality. Each additional connection made on the punch-down block reduces signal energy and therefore signal quality. This is due to the nature of the method and not due to a limitation of the NGX card.

Using the Ai-Logix RTS

An Ai-Logix RTS is required when tapping an Avaya SDX INDex, a Siemens IBM Rolm 9751 CBX, or a Mitel Sx2000 PBX. For detailed informatio including diagrams on Ai-Logix RTS, refer to the documentation that accompanies your specific card or refer to the installation CD.

PBX

RJ-21 X Cable Break-out

Punch-down block

NGX Wiring with Dual Punch-down Blocks Scenario

Phones

DETAIL

Twisted

pair to

2nd Block

To Phones

To NGX

From PBX

LEGEND:

Standard Twisted Pair Cable

50-Pin Centronics ML Cable

RJ-21 X Connector

NGX Voice Card

50-Pin Centronics ML Cable broken out to twisted pair

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Analog station-side wiring

Nortel TDM Recorder supports two models of Ai-Logix analog station-side voice cards, the PT and LD. All compatible models use R-21 50-pin highimpedence connectors, except the LD409 and LD809, which use RJ-14 connectors. Wiring diagrams for these are shown below.

Wiring for analog voice cards (except LD409 and LD 809)

Use Ai-Logix LD1609 and LD2409 cards for analog lines supporting 16 and 24 channels respectively. The following diagram shows the different pin requirements for each card.

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Wiring for LD409 and LD809 voice cards

Use Ai-Logix LD409 and LD809 cards for analog lines supporting 4 and 8 channels respectively. The diagram above shows the different Pin requirements for each card. The diagram below shows the wiring for the RJ14 ports:

PBX

Punch-down block

Analog Wiring using RJ21 Connector

Phones

LEGEND:

Standard Twisted Pair Cable

50-Pin Centronics ML Cable

RJ-21 X Connector

LD 1609 or LD2409 Voice Card

Pin 01 - Ring 01

Pin 02 - Ring 02

Pin 03 - Ring 03

Pin 04 - Ring 04

Pin 05 - Ring 05

Pin 06 - Ring 06

Pin 07 - Ring 07

Pin 08 - Ring 08

Pin 09 - Ring 09

Pin 10 - Ring 10

Pin 11 - Ring 11

Pin 12 - Ring 12

Pin 13 - Ring 13

Pin 14 - Ring 14

Pin 15 - Ring 15

Pin 16 - Ring 16

Pin 17 - Ring 17

Pin 18 - Ring 18

Pin 19 - Ring 19

Pin 20 - Ring 20

Pin 21 - Ring 21

Pin 22 - Ring 22

Pin 23 - Ring 24

Pin 24 - Ring 25

Pin 26 - Tip 01

Pin 27 - Tip 02

Pin 28 - Tip 03

Pin 29 - Tip 04

Pin 30 - Tip 05

Pin 31 - Tip 06

Pin 32 - Tip 07

Pin 33 - Tip 08

Pin 34 - Tip 09

Pin 35 - Tip 10

Pin 36 - Tip 11

Pin 37 - Tip 12

Pin 38 - Tip 13

Pin 39 - Tip 14

Pin 40 - Tip15

Pin 41 - Tip16

Pin 42 - Tip17

Pin 43 - Tip18

Pin 44 - Tip19

Pin 45 - Tip 20

Pin 46 - Tip 21

Pin 47 - Tip 22

Pin 48 - Tip 24

Pin 49 - Tip 25

On the LD1609 board, pins 1 to 16 and pins 26 to 41 are used.

On the LD2409 board, pins 1 to 24 and pins 26 to 49 are used.

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Wiring for PT809 and PT1609 voice cards

Use Ai-Logix PT 409, PT809 and PT1609 cards for analog lines supporting 4, 8 and 16 channels respectively. The following diagram shows the different Pin requirements for the 8 and 16:

PBX

Punch-down block

Analog Wiring using RJ14 Connector

Phones

LEGEND:

Standard Twisted Pair Cable

50-Pin Centronics ML Cable

RJ-21 X Connector

LD409 or LD809 Voice Card

1 2 3 4 5 6

1 = NC (Not Connected) 2 = TIP 2 3 = RING 1 4 = TIP 1 5 = RING 2 6 = NC (Not connected)

1 = NC (Not Connected) 2 = TIP 4 3 = RING 3 4 = TIP 3 5 = RING 4 6 = NC (Not connected)

Connector 1

Connector 2

(LD 809 has two more connectors)

LD 409 Pinout

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Pin 01 - Tip 01

Pin 02 - Tip 02

Pin 03 - Tip 03

Pin 04 - Tip 04

Pin 05 - Tip 05

Pin 06 - Tip 06

Pin 07 - Tip 07

Pin 08 - Tip 08

Pin 26 - Ring 01

Pin 27 - Ring 02

Pin 28 - Ring 03

Pin 29 - Ring 04

Pin 30 - Ring 05

Pin 31 - Ring 06

Pin 32 - Ring 07

Pin 33 - Ring 08

Pin 01 - Tip 01

Pin 02 - Tip 02

Pin 03 - Tip 03

Pin 04 - Tip 04

Pin 05 - Tip 05

Pin 06 - Tip 06

Pin 07 - Tip 07

Pin 08 - Tip 08

Pin 09 - Tip 09

Pin 10 - Tip 10

Pin 11 - Tip11

Pin 12 - Tip 12

Pin 13 - Tip 13

Pin 14 - Tip 14

Pin 15 - Tip15

Pin 16 - Tip 16

Pin 26 - Ring 01

Pin 27 - Ring 02

Pin 28 - Ring 03

Pin 29 - Ring 04

Pin 30 - Ring 05

Pin 31 - Ring 06

Pin 32 - Ring 07

Pin 33 - Ring 08

Pin 34 - Ring 09

Pin 35 - Ring 10

Pin 36 - Ring 11

Pin 37 - Ring 12

Pin 38 - Ring 13

Pin 39 - Ring 14

Pin 40 - Ring 15

Pin 41 - Ring 16

Analog Wiring for Ai-Logix Analog Cards (PT Models, RJ-21)

PT809

PT1609

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System administration components

The dependencies of the hardware, software, and devices require that you configure the components in a pre-defined order. The following illustration shows two levels of configuration that you need to complete. Level 1 components that you need to configure include recorder components, licenses, voice cards, and alarms. The Level 2 component that you need to configure is Enterprise Archive.

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First time login instructions

When logging in to a new Nortel TDM Recorder system for the first time, you click the desktop shortcut to launch the Recorder Manager then use the login Username and Password provided. After accessing the Recorder Manager for the first time, you or a designated User Administrator can add new users and passwords.

In the Recorder Manager after logging in, you access the System tab and select add user. Complete instructions are provided in the Nortel TDM Recorder System Administration Guide.

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Navigating the User interface

You can configure the Nortel TDM Recorder using the Recorder Manager. You can access the Recorder Manager from the desktop shortcuts where it is installed. The Recorder Manager enables you to configure, manage and monitor individual recorders. Recorder Manager is installed on every machine that has a recorder.

Recorder Manager

Use the Recorder Manager to configure, manage, and monitor individual recorders. The Recorder Manager is located on the same machine as the recorder and communicates with the recorder by way of web services. Web services allow the Recorder Manager to perform tasks such as editing the recorder’s configuration and managing the recorder’s alarms. You access the Recorder Manager using any web browser (Internet Explorer 6.0 or later recommended). The Recorder Manager works independently of any other applications that might be located on the recorder server. The Recorder Manager interface is shown in the following illustration:

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Complete instructions for using the Recorder Manager are contained in the Nortel TDM Recorder System Administration Guide.

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Chapter 6

Configuring Level 1 Components

In this chapter

Overview 90

Configuring Recorder components 91

Configuring licenses 93

Chapter 6: Configuring voice cards 97

Configuring alarms 100

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Overview

Configuring Level 1 components involves setting up the major recorder components, including voice cards, alarms, and license. These steps are described in the following sections:

 Configuring Recorder components

 Configuring licenses

 Configuring voice cards

 Configuring alarms

This chapter describes these Level 1 components as shown in the following illustration:

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Configuring Recorder components

Configure Recorder components to optimize software settings for the recorder’s hardware components. Recorder components are configured in the Recorder Manager and include the following:

 Voice Cards, as described in “Configuring voice cards” on page 97

 Local Archives

 Disk Manager

 Consolidator

 Alarms, as described in “Configuring alarms” on page 100

The following table describes the purpose of each component and names the section of the Nortel TDM Recorder System Administration Guide that describes where you will find detailed configuration procedures. In Recorder Manager you can also click any tab and then click Help for detailed information about each component.

Component Description

System Administration Guide Section

Voice Cards Telephony cards that work with

the Capture Engine to capture voice data to propagate a

.wav

file for the audio portion of the call and propagate a

.xml file

from event data

Setting up Voice Cards. See also “Configuring voice cards” on page 97 of this guide.

Archive Software component that

continuously polls the Workflow Manager to check if calls are to be archived to disk, tape or DVD.

Configuring Local Archive

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For information onthe optional components Live Monitor, Audio Server, and Enterprise Archive, refer to “Configuring Level 2 Component” on page

109.

Disk Manager Software component that keeps

the amount of free disk space on the drive used for the call buffer at or above a configured threshold. Disk manager achieves this by deleting the oldest contacts from the call buffer when the free space on the call buffer falls below the threshold. Use the Disk Management tab to set the threshold.

Configuring Disk Management

Consolidator Updates the calls database and

media database with details of the call by copying a call’s metadata and archive location of voice data from the call buffer.

Configuring the Consolidator

Alarms Allows you to view alarms,

configure the e-mail server, and enter alarm history settings.

Monitoring Components with Alarms. See also “Configuring alarms” on page 100 of this guide.

Component Description

System Administration Guide Section

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Configuring licenses

The following section appears in the Nortel TDM Recorder Installation Guide and in the Nortel TDM Recorder System Administration Guide. It is

shown here to reinforce the importance of licensing.

Configure the Recorder license to add or update information pertaining to your Recorder's license, such as adding more channels. You do this by using a new Activation key, if this is a first time license activation, or by using an existing Activation key if you are upgrading. This information is described in the following topics:

 Activating the Recorder license for the first time

 Re-activating a Recorder license

Activating the Recorder license for the first time

When you login in to Nortel TDM Recorder when installing the system, you are required to confirm your license or apply for a temporary one. The first time you log in to the newly-installed application, you use the provided user ID and password. You then must change the password and use the new password every time you access the application.

To activate the Recorder license for the first time:

1 Launch the Recorder Manager and choose a language.

2 Enter the supplied username and password.

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3 Click Activate.

Note: At any time while using the Recorder Manager you can access the license screen by choosing System > License.

4 In the Site License window do one of the following and then click OK:

 To install a temporary, 10-day license, click 10-Day Trial License.

 To install a permanent license, select License.

A different window displays according to your selection.

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5 If you choose the 10-Day Trial License option, enter the supplied serial

number or pick a 6-digit serial no in the range 600000 - 699999. The license summary screen displays.

6 If you chose the License option, follow screen instructions to call and

obtain then enter an Activation key.

7 Click Update. The same license summary screen displays.

Re-activating a Recorder license

Use the re-activate license method for updating your software license to activate a full license based on a temporary one, or when upgrading the features in your license, such as adding more channels.

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To re-activate a Recorder license:

1 In the Recorder Manager click System > License. The License screen

displays.

2 In the Activation Key area, enter the supplied activation key or enter a

number between 600000 and 699999.

3 Click Activate.

Note: If an Unlimited license is obtained, the word Unlimited appears in

the license counter field. If the license has an expiry date, a warning message displays during the final 10 days.

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Configuring voice cards

A voice card is a hardware component that supports the recording and playback of voice media for client contacts. Voice cards reside on the Recorder server and connect with the telephone system through a switch or by tapping directly into the T1 or E1 trunk lines. For installation and wiring guidelines, refer to “Voice card installation and wiring” on page 69.

Supporting analog and digital voice cards

The Nortel TDM Recorder uses analog and digital station-side voice cards, as well as digital trunk-side voice cards. The SmartTap product line of AiLogix cards for passive-tap recording of T1 and E1 trunks are used. TIP: It is call passive tape because only incoming calls are recorded.

The following Ai-Logix voice card types are supported:

Type

Ai-Logix Model Description

Analog Station Side

PT409, PT809, PT1609

Analog Station Side

LD409, LD809, LD1609, LD2409

Newer versions of Ai-Logix's analog station-side recording voice cards capable of recording 4, 8, 16 and 24 ports respectively.

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Viewing a voice card

To view voice cards used by a Nortel TDM Recorder, log into the Recorder Manager, click General Setup > Voice Cards > Card. All voice cards installed in the recorder display. Click any one to view its details.

Editing or deleting a voice card

To edit or delete a voice card, log in to the Recorder Manager, click General Setup > Voice Cards > Card, click a voice card with a status of existing,

and click Edit and complete the appropriate properties or click Delete.

Digital Station Side

NGX800 Voice card that records 8x2-wire digital stations

(4x4-wire). It is triggered by D-channel events. Can have up to two MX80 daughterboards attached.

NGX1600 Voice card that records 16x2-wire digital stations

(8x4-wire). It is triggered by D-channel events. Can have up to one MX80 daugtherboards attached

NGX2400 Voice card that records 24x2-wire digital stations

(12x4-wire) triggered by D-channel events.

MX80 Daughterboard that can be installed on NGX800

and NGX1600 voice cards.

Digital Trunk Side

DP3209

DP6409

Passive-tap recording voice cards capable of recording 30 (DP3209) and 60 (DP6409) channels. They are software switchable between E1 and T1.

Nortel TDM Recorder User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual