Record on Demand
32.
Introduction
Record
on Demand (ROD)
is an optional Windows®-compatible
client application that provides additional real-time recording control
to Total Recall
end users (usually agents).
Record on Demand
is supplied on CD free-of-charge with all Total Recall systems, for
installation and use on as many PCs as required.
Utilizing an existing LAN
connection, users can start and stop the recording of current calls,
control which calls on their line are recorded and which aren’t, and add
notes to current calls – all from a simple taskbar application on the
user’s PC.
If a user requires
ROD
functionality but does not have immediate access to a PC, recording can
also be controlled by the use of configurable codes entered on a user’s
phone.
ROD
functionality is configured (either as a ‘global’ setting across all
extensions, or on an individual extension basis) on the
Total Recall
unit itself, or in
Remote Manager.
See ROD Agents in Section
28.7. for information
about using
Remote Manager to
add and
manage
ROD users.
33. System
Requirements
Minimum system requirements
for
ROD
are:
·
Multimedia PC running Windows
2000/XP/Vista32/Vista64
·
100Mb free HDD space
·
256Mb RAM
·
Display resolution 800x600, 256 colors
·
LAN device or modem
ROD
agents are added and managed using
Remote Manager,
which must be installed
and operational before
ROD can be used.
34. Installation
It is recommended that the
system administrator perform the initial installation and configuration.
ROD
Software is supplied on a CD together with
Total Recall.
To install, insert the CD into
the user’s PC DVD/CD drive, and follow the onscreen instructions. If the
install does not start automatically, manually run setup.exe from
the disc.
Please check with your system
administrator before installing
ROD.
Do not insert the CD into the
Total Recall
DVD/CD drive – ROD
is Windows PC
software only.
35.
Configuration
35.1. Running ROD for the First Time
To start
ROD,
double-click the desktop shortcut, or select TR Record on Demand
from the Start menu.
The first time
ROD
is run, the Configuration dialog displays.
35.1.1.
Configuration Dialog
Use the Configuration
dialog to supply Total
Recall
connection details, and to set the extension
on which the user will have recording control.
35.1.2. IP Address
Enter the IP address of the
recorder on which the user will have recording control. The IP address
used for ROD communication is usually that of LAN 1.
35.1.3. Total Recall Extension
Enter the extension on which
you want the user to have recording control.
This could be their own
extension, or someone else’s extension (for example, if they are
monitoring calls using
Remote Manager).
You may use a mapped value or
a raw (unmapped) value when defining the extension over which ROD will
have control; however you must ensure that Extension values and the
Internal Dial plan have first been configured on the Total Recall unit.
See especially Sections
28.9. and
28.10.4. of this
manual for further information.
35.1.4. Total Recall
Password
Enter a user or administrator
password for the Total
Recall recorder. This is not the user
(agent) password, but rather the password that you would use to access
the Total Recall system via the control panel.
35.1.5. Total Recall Port Base
Enter the port base for the
recorder. This can be left at the default value (10010) unless it
has been changed on the recorder.
35.1.6.
Version
This is the
ROD
software version (read-only).
This must match the
Remote Manager
software version in order for
ROD to function
properly.
These settings can be modified at any time by the
user, by clicking the Configuration button on the
ROD main dialog.
When you have supplied the
necessary information, click OK.
35.2.
ROD Agents
ROD
agents must be configured via
Remote Manager
settings before they can use
ROD to connect to a
Total Recall
and control recording on their extension.
See ROD AGENTS in Section
28.7. for further
information.
35.3. Recording
Control
The level of recording control
that the user has on the configured extension is determined by the
ROD Mode Extension Settings on the recorder, which can be set either
directly, or remotely from
Remote Manager.
See Extensions in Section
28.1. for information about
setting ROD Mode options using
Remote Manager.
SNMP Traps
36. Event
Types
The
Total Recall
can generate 3 types of events as SNMP v1 and v2c
traps to SNMP traphosts:
Information
Information events are
standard system events and do not require any further action.
Warnings
Warnings are events that may
indicate possible future problems, and should be investigated – for
example, failure to archive and power failures.
Errors
Errors are events that must be
investigated immediately, such as database rebuild failures and hardware
issues.
The TOTALRECALL-MIB contains
the SNMP object identifiers (OIDs) for all traps. In general the root of
all trap OIDs is “TOTALRECALL-MIB::trNotifications” or
.1.3.6.1.4.1.29585.1.1.0
In addition to the traps that
are defined in the TOTALRECALL-MIB, the
Total Recall
SNMP Agent generates a SNMPv2-MIB::coldStart trap on
start-up and a NET-SNMP-AGENT-MIB:nsNotifyShutdown on shutdown.
See SNMP in Section
28.13. for further information.
37.
Trap Table
|
Trap |
Type |
Description |
Suggested Action |
|
RECORDER_INIT |
|
The system is initializing and preparing for
normal operation. |
|
|
RECORDER_FINI |
|
The system is shutting down. Recording ceased
and the system is preparing to power down. |
|
|
START_RECORDING |
|
The system is now recording calls. |
|
|
STOP_RECORDING |
|
The system stopped recording. This can be due a
recovery operation (such as database rebuilding) or due to recording
period configuration. |
|
|
PURGING_STALE |
|
The system is removing recordings, which are
older than the lifetime specified in the configuration, to free disk
and/or database space. |
|
|
PURGING_ARCHIVED |
|
The system is removing recordings, which have
been archived in the past, to free disk and/or database space. |
|
|
PURGING_UNARCHIVED |
|
The system is removing recordings, which have
NOT been archived in the past, to free disk and/or database space. |
If necessary, review your archiving strategy
and adjust the archiving time period. |
|
QUICK_REBUILD |
|
The system is performing a quick check of the
database after a dirty shutdown. |
Wait for the activity to complete. If normal
activity does not commence after the check, attempt a full rebuild
of the database. |
|
FULL_REBUILD |
|
The system is rebuilding its database. This
activity may take some time. Recording is not possible while the
activity is in progress. |
Wait for the activity to complete. If normal
operation does not commence after the rebuild, you may need to
replace the hard disk. |
|
DB_CORRUPT |
|
The system database is corrupt or in a state
which prevents normal operation. |
Attempt a full rebuild of the database. If that
fails, you may need to service the system. |
|
START_ARCHIVE |
|
The system started a new archiving session. |
|
|
STOP_ARCHIVE |
|
The system completed an archiving session. |
|
|
ARCHIVE_REMINDER |
|
The hard disk occupancy has reached a level
(set in the system configuration) which triggers a reminder to
archive recordings. |
Perform a manual archive. |
|
MEDIA_FULL |
|
The system attempted to archive recordings onto
a DVD/CD, however the DVD/CD in the drive is full. |
Insert a new DVD/CD in the drive. |
|
MEDIA_BAD |
|
The system attempted to archive recordings onto
a DVD/CD; however, it detected an unsupported media or media that
has problems. |
Replace the DVD/CD with a new one. |
|
SHARE_FULL |
|
The system attempted to archive recordings onto
a Network Share; however, it found that there is no free disk space
on the share.
|
Free up space on the share, or configure a new
share. |
|
SHARE_ACCESS |
|
The system attempted to archive recordings onto
a Network Share; however, it found that can not connect to the
share, or it can not write to the share. |
Check the configuration on the system and the
share. Make sure that the share allows the system write access. |
|
FILTER_REMINDER |
|
It is time to clean or replace the air intake
filter. |
Clean or replace the air filter to prevent
overheating. |
|
LICENSE_EXPIRED |
|
The channel license has expired. |
Renew your channel license. |
|
NO_CHANNEL |
|
The system is not able to record a call because
all recorder channels are busy. |
Review the channel capacity and/or purchase a
license for more channels. |
|
LONG_CALL |
|
The system stopped recording a call because it
exceeded the maximum call duration specified in the configuration. |
Increase the maximum call duration and/or make
sure that there are no networking problems which prevent the
recorder from “seeing” all signaling messages. |
|
CALL_START |
|
Call started on the specified extension. The
trap carries the extension number in the
TOTALRECALL-MIB::trObject::trNoticeArgs element. |
|
|
CALL_END |
|
Call ended on the specified extension. The trap
carries the extension number in the
TOTALRECALL-MIB::trObject::trNoticeArgs element. |
|
|
QUIET_EXTENSION |
|
The system detected lack of activity (new
calls) on the specified extension for a configured period of time.
The trap carries the extension number in the
TOTALRECALL-MIB::trObject::trNoticeArgs element. |
Investigate the reasons for the quiet
extension, as required by your internal dialing policies. |
Glossary
CLI: Calling Line Identification
A telephony
intelligent network service that transmits the caller's telephone number
and in some places the caller's name to the called party's telephone
equipment during the ringing signal or when the call is being set up but
before the call is answered.
CDR: Call Detail Record
Also called Call Detail
Recording or SMDR (Station Message Detail Recording), CDR is a record
containing information about recent system usage, including the identities
of sources (points of origin), the identities of destinations (endpoints),
and the duration of each call.
D/A: Digital to Analog
A digital-to-analog
converter (DAC or D-to-A) is a device for converting a digital (usually
binary) code to an analog signal (current, voltage or electric charge).
DSP: Digital Signal Processor
A specialized microprocessor
designed specifically for digital signal processing, generally in
real-time computing.
DTMF: Dual-Tone Multi-Frequency
Used for
telephone signaling over the line in the voice-frequency band to the call
switching center. The version of DTMF used for telephone tone dialing is
known by the trademarked term Touch-Tone, and is standardized by ITU-T
Recommendation Q.23. Other multi-frequency systems are used for signaling
internal to the telephone network.
FTP: File Transfer Protocol
A commonly
used protocol for exchanging files over any network that supports the
TCP/IP protocol (such as the Internet or an intranet).
IDF: Intermediate Distribution
Frame
A frame that (a) cross-connects
the user cable media to individual user line circuits and (b) may serve as
a distribution point for multi-pair cables from the main distribution
frame (MDF) or combined distribution frame (CDF) to individual cables
connected to equipment in areas remote from these frames.
IP: Internet Protocol
A
data-oriented protocol used for communicating data across a
packet-switched internetwork.
IP is a
network layer protocol in the internet protocol suite and is encapsulated
in a data link layer protocol (e.g., Ethernet). As a lower layer protocol,
IP provides the service of communicable unique global addressing amongst
computers.
LAN: Local Area Network
A computer
network covering a small geographic area, like a home, office, or group of
buildings.
LCD: Liquid Crystal Display
A thin, flat
display device made up of any number of color or monochrome pixels arrayed
in front of a light source or reflector.
MDF: Main Distribution Frame
A signal distribution frame for
connecting equipment (inside plant) to cables and subscriber carrier
equipment (outside plant).
NTP: Network Time Protocol
A protocol
for synchronizing the clocks of computer systems over packet-switched,
variable-latency data networks. NTP uses UDP port 123 as its transport
layer. It is designed particularly to resist the effects of variable
latency (Jitter).
PBX: Private Branch Exchange
Also called
Private Business eXchange, or PABX (Private Automatic Branch eXchange), a
PBX is a telephone exchange that serves a particular business or office,
as opposed to one a common carrier or telephone company operates for many
businesses or for the general public.
PSTN: Public Switched Telephone
Network
The network
of the world's public circuit-switched telephone networks.
QoS: Quality of Service
Control
mechanisms that can provide different priority to different users or data
flows, or guarantee a certain level of performance to a data flow in
accordance with requests from the application program.
SMDR: Station Message Detail
Record
SMDR is a
record containing information about recent system usage, including the
identities of sources (points of origin), the identities of destinations
(endpoints), and the duration of each call.
TCP: Transmission Control
Protocol
One of the core protocols of the
Internet protocol suite, often simply referred to as TCP/IP. Using TCP,
applications on networked hosts can create connections to one another,
over which they can exchange streams of data using Stream Sockets.
UDP: User Datagram Protocol
User Datagram
Protocol (UDP) is one of the core protocols of the Internet protocol
suite. Using UDP, programs on networked computers can send short messages
sometimes known as datagrams (using Datagram Sockets) to one another. UDP
is sometimes called the Universal Datagram Protocol.
UPS: Uninterruptible Power
Supply
A device
which maintains a continuous supply of electric power to connected
equipment by supplying power from a separate source when utility power is
not available.
VLAN: Virtual LAN
A method of
creating independent logical networks within a physical network.
VOX: Voice Operated Switch
A vox or
voice operated switch is a switch that operates when sound over a certain
threshold is detected.
WAN: Wide Area Network
A computer
network that covers a broad area (i.e., any network whose communications
links cross metropolitan, regional, or national boundaries). Or,
informally, a network that uses routers and public communications links.
Definitions courtesy of Wikipedia
Specifications
Physical Specifications
6 Kg, 175 (H) x 370 (W) x 365 (D) mm (Desktop).
10 Kg, 220 (H) x 450 (W) x 230 (D) mm, 5 RU (Rack).
0 oC - 60 oC Operating & storage
temperature, non-condensing.
Power
Single auto-sensing 100-240 VAC, 50-60 Hz, 180W Max PSU
(Desktop
& Rack).
Optional Dual Hot-Swap 110-240VAC, 50-60Hz, 300W Max PSU (Rack).
Maximum
power draw for Total
Recall Desktop & Rack is 80W.
Telephony Interface
Analog 2-Wire POTS, FSKR, DTMF.
Voice Processing
HQVQ (8:1) Compression. WAV (16 bit, 8 KHz) & MP3
Export.
Onboard Storage Capacity
Most recent 350,000 calls, or 60,000 hours of
recordings,
whichever is
reached first.
Channel Capacity
24 Simultaneous Channels (Desktop).
48 Simultaneous Channels (Rack).
Recording Trigger
Off-Hook (6 different voltage levels), VOX (6 different volume
levels), On-Demand (via DTMF code or PC Software).
Call Monitoring
Real-time monitoring via onboard speaker & control panel, or via Remote
Manager and LAN/WAN/VPN/56k Dialup connection.
Search & Replay Controls
Via
onboard speaker & control panel, or via Remote Manager embedded player &
PC speakers. Start, stop, fast-forward, rewind & pause controls.
Archive Media
CD-R,
DVD+RW standard. Optional Blu-Ray (BD-RE) archiving on
TR Desktop
and
TR Rack.
Network
Attached Storage (NFS v2/3, CIFS/SMB) optional on
TR Rack
only.
Networking
One
100Mb Ethernet port, Single RS232 port (for modem connection). Network
Time Synchronization via NTP.
Optional TCP/IP Alarms via SNMP, and Call Detail Record interface (TR
Rack).
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