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Total Recall Owner's
Manual
3 Installing Total Recall 3.1 Unpacking the Unit. Total Recall is delivered by Omnicron Electronics inclusive of the following parts. Please check these parts when unpacking your unit.
If
cables have to be run, and if connection is required to the MDF or distribution
frame, it is advisable to request a certified telecom engineer to install the
telephone cabling required for the recorder. Note:
Do not load the Remote Recall CD into the CD player on Total
Recall. The Remote Recall
CD is to be loaded into a PC and the Remote Recall software installed in
the PC. 3.2
Connecting to the Telephone Network to Record Calls The location of the recorder, in a communications room or office area, will depend on issues such as user access, security access, telephone wiring and available space. The Total Recall line interface is 2-wire analogue. The connector terminations on the rear panel of the recorder are standard RJ11 sockets, with the unit configured with 4 channel DSP boards (black jacks). If your unit is configured with 8 channel DSP boards (gray jacks) these jacks are RJ14 where the center two wires (red & Green) are the first line for that jack and the adjacent wires (Black & yellow) are the 2nd line for that jack. The line interface on the recorder is a terminating point and not a pass-through point and, therefore, it is not possible to connect the recorder in series with a telephone handset. The line interface connection from the recorder must be run back to a termination point. This termination point is normally a parallel tap to an extension line, a trunk line or a digital handset, depending on the application. Most PABX/PBX installations have an MDF or distribution frame fitted between the incoming trunk lines and the premise equipment. The trunk lines are terminated to the MDF, and then connected through to the PABX. Similarly, there is normally a distribution frame on the extension (office) side of the PABX. From this frame, the telephone cabling is routed through the office/work area to individual telephones, or telephone connection points. 3.3
Location of the Recorder The recorder can be located near the PABX and distribution frame, or near the designated user(s) in the office area. Care should be taken when planning the installation to ensure that telephone cable runs and ease of access to the recorder are considered. When recording from analogue trunk or extension side, the phone line needs to be tapped or patched. Installing a distribution strip close to the MDF/Distribution Frame (MDF/DF) and patching a short cable from the strip to the extensions on the MDF/DF do this. The line interface cables from the recorder are then wired directly to the strip. 3.4
Connecting to an Analog Trunk or Analog Extension Lines Total Recall can be connected to the trunk side or the extension side of the PABX, depending on user preferences and operational requirements. The main difference is that an extension side connection will enable the recording of internal (extension to extension) calls. In this case, the extension number dialed will be recorded as a search field, provided the handset generates a DTMF dialing tone. If the number of extensions exceeds the number of trunks and the requirement is only to record external calls and not internal office calls, then the recorder can be connected to the MDF or distribution frame on the trunk side. Connecting on the trunk side will also ensure CLI capture if CLI is activated.
In the example above, Total Recall is patched directly to analog trunk lines. All call activity, incoming and outgoing, will be recorded. The recorder can be located in the Comms/PABX room, or in the “front office”.
In the example above, the recorder is patched onto a distribution strip within the communications or PABX room. Only 3 of the 5 available extensions will be recorded. If required, the recorder could be located out in the office area and wired back to the distribution strip. 3.5
Connecting to a Digital Handset using Handset Adapters/Logger Patches. Many PABX/extension installations are digital. It is common to have digital signaling on the extension side, with analogue trunk lines installed. It is important to know the configuration of your PABX system before installing a voice logger. Total Recall will not record a digital line signal directly into the recorder, so digital to analog conversion must be done prior to the line interface on the recorder. Note:
Total Recall does not provide D/A
conversion. A third party product
would be required for this function. Unlike standard 2-wire analog, most digital PABXs generate their own signaling protocol, and therefore recording from digital lines or handsets can be different for each application. Most digital handsets have audio signaling in the hand piece, with the speaker (earpiece) and microphone (mouthpiece) channels being connected to the recorder. A “Handset Adapter” can be used to parallel tap this audio signal from the hand piece, and wire directly back from the handset to the recorder. It is possible to find a signal level difference between the speaker and microphone and therefore in a recorded conversation, one party may be heard more clearly than the other. (This is a limitation of recording via handset adapters and not a recorder limitation.) Combinations
of PABX and digital handsets can also produce variable signal levels. Note:
It is not possible to capture incoming call (CLI) data on the recorder
when using handset adapters, as the recorder connection is to the hand piece
rather than to the line. Handset adapters/logger patches are generally available from local suppliers. Some provide a “Beep Tone”, some are line powered and others can be electrically powered. In some cases, approval from the local regulatory authority may be required. Your PABX supplier should be able to advise on a suitable handset adapter, compatible with the line signaling and wiring of the handsets installed. The diagram below shows a “representation” of how handset adapters may be used to enable recording direct from digital handsets.
3.6
Connecting to a Digital Extension Line It is possible to connect (tap) directly to a digital extension line by using a Digital to Analogue (D/A) converter. D/A converters are normally switch and protocol specific, often using PABX protocol specific interface cards in a rack mount configuration, with 1 or 2 connections per line card. A D/A converter will monitor activity on the line, and reformat the digitised information on the line into a standard analog format required by most recorders. The D/A converter will passively capture both sides of a conversation and send the audio signal to the recorder only when a conversation is present. D/A converters will capture CLI information provided it is available on the line at the point of connection. D/A converters need to be installed in the Comms/PABX room, in close proximity to the PABX. There is normally a distance limitation between the D/A converter and the recorder. As with handset adapters, D/A converters are generally available from local suppliers. Note:
Total Recall does not provide this D/A conversion facility. 3.7
Line Interface to Total Recall (CLI & DTMF capture) Total Recall has either RJ11C/RJ12/RJ14 line interface sockets. The gray 1-line 2-wire interface jacks use pins 2 and 3, the center pair, of the RJ11C/RJ12 connector for the input. The black RJ14 jacks are 2-line 4-wire jacks use pins 2 and 3 for line one and pins one and four for the second line. For extension side recording, each line is dedicated to a specific channel, and will always record the same channel unless the line is disconnected or physically changed to another port. For trunk side recording, the next call in or out will generally pick up the next available channel on the recorder, so agent calls are not channel specific. If the recorder is connected trunk side on an analogue line and set to VOX activation, and an operator/receptionist answers the incoming call, the recorder will record the operator's comments, and also the continuing conversation of the call if it is transferred. However, in this scenario, the recorder will not capture the agent's extension number. The CLI data will only be captured if it is embedded in the incoming call data. The recorder is designed to detect DTMF tones on outbound dialing and display the "Dialed Number" in the Number field of the call record. If DTMF is not present at the point of recording, then the DTMF number will not be displayed. 3.8
SMDR Integration It is possible to capture additional data fields from the SMDR port of the PABX, and append some of this data to the recorded call. The SMDR connection to Total Recall is via a serial link, and Total Recall would need to be located in close proximity to the PABX. SMDR integration is PABX specific and the software must be customized for each application. The standard Total Recall package does not include SMDR integration software. Specific requests for SMDR integration must be detailed in writing, and a sample packet capture from the SMDR port of the PABX is mandatory. Information available from SMDR integration includes, but is not limited to, the following;
Note:
SMDR port must transmit quickly after the call is completed. TABLE OF CONTENTS
Next Chapter is CONFIGURING
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