10.1 Introduction
Remote Manager is client software for
Total Recall. Remote Manager is Windows
compatible software that together with LAN or Dial-up connection enables
all the functions of Total Recall to be executed from the
convenience of your office via a PC. Calls from one or multiple
Total Recall units, connected via either the LAN or a dial-up
connection using a modem can be searched, replayed, live monitored,
tagged, notated and emailed. Recorded calls can also be transferred from
Total Recall to the PC either by “drag and drop” to a local
folder or from archive DVD/CD. Remote Manager allows for the
remote configuration of all connected Total Recall units
from your PC, including optional Record on Demand settings.
Remote Manager enables those users who
do
not
wish
to
connect
Total
Recall
to
their
LAN
or
a Dial-up to
replay
calls from their archive media (CD
/
DVD).
10.2 PC
System Requirements
Remote Manager software is designed for use on a multimedia
PC running Windows 98/ME/2000/NT4 or XP. Total Recall calls
that are archived onto the DVD or CD are stored in a compressed and
encrypted data format that cannot be played on a multimedia PC without
using Remote Manager software. The recordings can be
converted (de-encrypted) into .wav or .mp3 files using Remote
Manager software.
Minimum system requirements:
·
100Mb free HDD space
·
128Mb RAM
·
Display resolution 800x600, 256 colors
·
Sound device and speakers
·
LAN device or modem (for remote access capability)
10.3 Introduction
Loading Remote Manager Software onto your PC.
Remote Manager
software is supplied on a CD together with the Total Recall
unit. To install, insert the CD into the PC drive and follow the
instructions on the screen.
If the install
does not start, manually select “SETUP” from the disk.
Please check with
your System Administrator prior to installing Remote Manager.
10.4
Configuring Total Recall for LAN or Dial-up
Please refer to
(Section 8.5 and 8.6)
10.5 Add
Total Recall (for remote access from a PC)
Please ensure that you have the IP address or dial-up number and the
password (PIN) before continuing to add a Total Recall
to Remote Manager.
To add a
Total Recall click on the Add New Total Recall icon, 
which
will bring up the Add TR window.
Click the LAN tab to access the LAN IP Address entry box. Type in the
unique LAN IP address of the Total Recall to be added,
followed by the Total Recall PIN and a description. The PIN
is the same as the Total Recall password and will give the
user the same access rights as if the password was typed into the
Total Recall unit. The description is a name that will identify
the Total Recall unit to the user.
Clicking on the
button will start the
process of searching for and adding the Total Recall to the
Remote Manager system.
Repeat this process to add more units.
Consult your Administrator prior to using the Host Name feature. If you
are unsure about the host name operation, it is suggested that you use the
function described in the previous section.
The host name feature allows Total Recall
to be referred to by an alphanumeric name rather than an IP
Address. Many people find this easier to remember. A service called DNS or
Domain Name Service provides the mapping between this alphanumeric name
and the IP address of the Total Recall. The network
administrator will need to update the DNS to provide this mapping (or at
least update the HOSTS file on the client machine).
10.5.3
Remote Manager Firewall
This
setting is only necessary when Remote Manager is behind a
firewall, on an internal IP address, and the Total Recall
needs to access the Remote Manager through that external
firewall IP address. In this case the external address of the firewall
should be entered in this field. An example is shown below.
Click the Dialup tab to access the Dialup entry box. Type in the number to
be dialled to access the remote Total Recall, followed by the
Total Recall PIN and a description. The PIN is the same as
the Total Recall password and will give the user the same
access rights as if the password was typed into the Total Recall
unit. The description is a name that will identify the Total Recall
unit to the user.
Clicking on the
button will start the
process of searching for and adding the Total Recall to the
Remote Manager system. Please note that this will dial the
number specified, as Remote Manager needs to contact the
Total Recall to complete this process.
Repeat this process to add more units.
10.5.5
Cascaded (Connecting Multiple
Total Recall Units)
The cascade function is used when you wish to connect multiple Total
Recall units together and access them via dial-up using a single
telephone line.
Click the Dial-up tab to access the Dial-up entry
box. Choose the dial-up host (this will be a Total Recall
connected to dial-up) and the IP address of the cascaded unit followed by
the Total Recall PIN and a description. The PIN is the same
as the Total Recall password and will give the user the same
access rights as if the password was typed into the Total Recall
unit. The description is a name that will identify the Total Recall
unit to the user.
Clicking on the
button will start the
process of searching for and adding the Total Recall to the
Remote Manager system. Please note that this will dial the
number specified, as Remote Manager needs to contact the
Total Recall to complete this process.
Repeat this process to add more units.
10.5.6 Authorized
Channels
The
authorized channels section allows the administrator to restrict the
channels of the Total Recall that the user will see when searching
for calls. To modify which channels the user is authorized to see in a
search, click the Modify button next to the Authorized Channels
bar.
Clicking Set All will select all channels as authorized for control
by the Remote Manager user. Clear All will deselect
all channels, meaning the user has no authorization to replay calls or
modify settings. Channels may be designated authorized or unauthorized
individually by clicking the check box next to the appropriate channel. A
check mark in the box means that the channel is authorized, whereas a
blank box means that the channel is unauthorized. By default, all channels
are authorized.
10.6
Connection
Using
Remote Manager
To connect to a unit using Remote Manager, either by LAN or
dial-up, click on its icon in the tree. If connection is via dial-up the
number will automatically be dialled. When the connection is completed the
icon will change to show the connection is complete. If the connection is
via LAN there is no change of icon. After connection, Remote Manager
will operate the same for LAN or Dial-up.
10.7
Configuration
Remote Manager will allow full
configuration of each Total Recall unit that has been added
to your Remote Manager system where you have administrator
rights. All parameters that can be set using the
Remote Manager configuration are saved to the Total Recall
unit. To begin configuring a Total Recall, click on the TR
Configuration TAB and the Total Recall you wish to
configure.
10.7.1 Channel
Configuration
Each channel is separately configurable. Click the + sign next to
the Total Recall description and this will drop down the
channels available for configuration.
Using the drop down boxes in the configuration window will allow you to
configure the trigger level, beep and channel description. Clicking on the
Enable Monitoring check box will toggle if the channel can be monitored.
Click on apply before moving on to the next channel to save channel
settings to the Total Recall unit.
Multiple channels can be configured
simultaneously by highlighting the required channels. Change the channel
configuration as previously explained. Clicking on the Apply button will
save the same configuration to all channels. To highlight all channels,
click on the first channel to be configured, then, while holding the shift
key, click on the last channel to be configured.
The archive tab will allow you to set automatic archive, archive
device and archive reminder parameters.
To change the archive period, click in the
Archive Period text entry box and type your selection using your keyboard. To change the
archive period, choose your selection from the drop down box using your
mouse. Click the apply button to save this configuration to Total
Recall.
The general
settings tab allows you to change the Administrator Password, User
Password, Recorder ID, VOX Timeout, Minimum and Maximum Recording Length
and the Recording Period.
A password is required to access functions of Total Recall.
You must have administrator access to change passwords. To change the
password of the Total Recall unit, click on the key icon in
the General Settings Tab and enter the new password into the field
provided. You will be required to confirm the password. Please ensure that
you keep the passwords in a secure location.
The recorder ID
should be set as a unique three-digit number that is used to identify the
Total Recall unit. To change this setting, simply click in
the Text entry box and type your selection.
If VOX is set as the recording trigger, VOX Timeout will determine the
maximum length of quiet time the recording will continue before being
terminated. This ensures that if a call has ended and the phone is not hung up
properly, the recorder will not continue to record silence.
VOX Timeout settings can be between 2-15 seconds,
and applies to all channels that have the Trigger set to VOX.
In the event that an active call is put on hold,
and there is no “music on hold” being played, the recording will terminate
according to the VOX Timeout setting. When the call recommences, the VOX
trigger will immediately open and start a new recording so that the
complete conversation is captured across two recordings.
The default VOX Timeout setting is 15 seconds.
To change this setting, click in the text
entry box and type your selection.
Note:
Whatever the VOX Timeout setting,
that length of time must be allowed between the termination of one call
and the start of the next call. If the next call starts within the VOX
Timeout setting, both calls will appear as one call record on the
database, i.e. two calls appear as one continuous call.
10.7.7 Minimum
Recording Time
The Minimum Call Length setting can be between zero
and ten seconds in increments of one second, and applies equally to all
channels. The call will initially appear in the Logging Menu on the
Total Recall being configured, but if the call length is less than
the Minimum Call Length setting then the call will be automatically
deleted. The default setting is zero meaning that no calls will be
deleted.
Extreme care needs to be taken with this setting as it
is normal to record all calls and only under very specific
circumstances (for example, noise spikes external to the recorder causing frequent
and unwanted false recordings) that this setting would be changed from the
default.
10.7.8 Maximum
Recording Length
The Maximum Call Length setting can be between one and sixty
minutes in increments of one minute, and applies equally to all channels
on the Total Recall being configured. If a call reaches the
maximum length setting, the call record will be terminated at that point,
and then a new record will immediately open. This new record will be
indicated by the word “Continued” in the “Number” field. If the “Number”
field has DTMF digits displayed, then the number will be followed by (….)
to indicate the call is a continuation.
This function
enables very lengthy recordings (for example, radio monitoring) to be
presented as a series of recordings in manageable length sizes.
The default
Maximum Record Length setting is 60 minutes.
10.7.9
Recording Period
Total Recall
can be programmed to record only between predetermined times.
With Recording Period
activated and if the time is outside the selected times, the screen below
is displayed on the Total Recall in the absence of
recording.
10.8 Record on Demand (ROD) Agents
ROD
agents are user accounts for the Total Recall Record on Demand
software. A user cannot log in to a Total Recall unit with
TR ROD until a user account has been set up in Remote Manager.
The ROD Agent list is stored on the Total Recall unit, hence
only users with administrator access may add or modify ROD agents.
10.8.1
Adding ROD Agents
To add
a new agent, click the Add Agent button in the ROD Agents menu. A new menu
will appear, prompting the user to add an Agent Name and Password. These
should be unique for every user of the TR ROD software. The language
displayed by TR ROD for each user may also be configured in this menu. To
save the new ROD agent settings, click OK in the Add Agents menu,
followed by Apply in the ROD Agents menu. You must click Apply before
any changes will take effect.
10.8.2 Other ROD Settings
In the
ROD Agents menu, the administrator has the option to:
Remove individual agents from the Total Recall
ROD Agent list, by highlighting an agent and clicking the Remove Agent
button, followed by clicking the Apply button.
Remove all agents from the Total Recall
ROD agent list, by clicking the Remove All button, followed by clicking
the Apply button. If no agents are configured on the Total Recall
unit, then TR ROD will not be able to connect to it.
Change the password for an individual agent, by highlighting the user to
be modified, and clicking the Change Password button. A new menu will
appear where the new password may be entered and confirmed. This change
may be saved by clicking OK in the new password menu, followed by
clicking Apply in the ROD Agents menu.
Change the display language for an individual agent, by
highlighting the user to be modified and clicking the Change Language
button. A new menu will appear with a drop-down list of available
languages. Select the desired language and click OK in the change
language menu, followed by Apply in the ROD Agents menu.
10.8.3
Allow ROD Phone Key
Alternatively, users can access Record on Demand features by
entering a pre-selected DTMF code on their phone keypad. To activate this
feature, select the “Allow ROD Phone Key” check box. This will then open a
field where you can customize a two-digit DTMF code for keeping or
discarding a current call, depending on your ROD Mode settings (See
section 11.5 of this manual for further detail).
Users can choose to keep or discard a current call, or
stop and start a recording (dependant on the ROD Mode settings) by
pressing *, then their code on the phone keypad while a call is in
progress.
10.9
Monitoring
Monitoring View from LAN
10.9.1 Live
Monitoring
Remote Manager
has the facility to live monitor channels on all connected Total
Recall units where monitoring has been allowed in the
configuration. Notes can be added to a monitored call.
To listen to an
active channel either select the required channel from the tree to the
left hand side of the screen or from the black “Live Monitor” panel at the
bottom of the screen.
Note:
The “Live Monitor” panel will only contain the first 10 configured
Total Recalls. To monitor more than 10 Total Recalls
you must use the tree.
10.9.2 Channel
Status
Monitoring
disabled. Channel cannot be monitored.
Monitoring is
active but there is no activity on the line.
Live call in progress.
Monitoring is in
progress.
Channel is unauthorized for the current user.
10.10
Search and Playback Calls
10.10.1
Search and Playback Using an Archive
Media (DVD or CD)
For those users who do not wish to use the convenience of the LAN or
Dial-up functionality of Total Recall, you can search and playback calls
simply by inserting the archive DVD or CD into the drive on the PC and clicking
on the CD drive icon in the directory tree on Remote Manager. All the
functions described in this section can then be utilized to help narrow
your search.
10.10.2 Searching Calls
You can search and play calls from all Total Recall units that have been
added to your Remote Manager system or either a DVD or CD Drive or (if calls have
been previously saved to a local folder from an archived DVD/CD) from a Local
Folder on your hard drive. Calls can be arranged by
Date or Channel
by clicking on
the appropriate selection.
Sort by Date: Calls will be arranged in a tree by Date and
then by Channel. Clicking on a channel or date will set the criteria in
the search options window. Clicking on “Search Now” will display only
calls in the calls window relating to the search criteria.
Sort by Channel: This will arrange the calls in a similar
fashion as Sort by Date except the tree will display the channel first and
then the date.
In the Playback Calls window, click the
+ button beside the
device you want to load calls from. Click Search Now and the
contents of the device will be displayed on the screen. It is then
possible to use the search criteria to narrow the search for the desired
call.
10.10.4
Searching for Calls
You can search by date, time, channel, phone number, call length,
note keyword, call direction or any combination of these parameters. If
you want to reduce the number of calls found, simply refine the search
criteria, click the Search Now button and the results of the search
will be displayed. 1000 calls will be displayed and clicking the more key
will display the next 1000.
10.10.5
Search by Date
Click the Date From:
icon and highlight the
start date for the search. Similarly select the Date To:
icon for the end date.
10.10.6
Search by Time
Click the Time Range:
icon and move the
sliders to define the start and stop time of the search.
10.10.7
Search by Channel
Click
on the Channel check box and enter the number of the channel you
wish to search in the text entry box.
10.10.8
Search by Phone Number
Click on the Phone Number check box
and enter the number or part of the number you wish to search in the text
entry box.
10.10.9
Search by Call Length
Click on the Call Length
check box. Click the icon and set the Call Length using the sliders. Set
the minimum and maximum call length to be searched.
10.10.10
Search by Note Keyword
Click on the Note Keyword check box. Type the keyword.
10.10.11
Search by Call Direction
Click on the Call Direction check box. Use the drop down
menu to make your selection.
10.11
Modify Local Folders
This window is used to create and modify Local Folders that will be
used to store call records. Once a Local Folder is created, the Local
Folder will appear in the Playback Calls Window.
Calls in the
Calls List can be highlighted and dragged into a folder in the Modify
Local Folders window for storage on the hard drive.
To create a local
folder, simply click on the ICON and create a new folder or select the
folder you wish to use to store your calls.
10.12
Replaying a Call
With the call data information loaded on the screen, double click
on the call you wish to play or click on the call and then click the play
button 
.
Call
progress is indicated by a Slider Bar located beneath the call window and
the counter shows the exact time of the call. At any time, the call can be
paused by clicking the Pause Button
or the call can be stopped
by clicking the Stop Button
.
Clicking the Stop Button will reset the Slider Bar back to the beginning
of the call. At any time the progress of the call can be moved forward or
taken back by placing the cursor on the Slider Bar and dragging it to the
left or right. This facility, along with the call counter/timer makes for
quick and accurate replay of important parts of a call.
Other control
buttons include save the recording
, add or modify a note about
the recording
and
customize the call table contents
.
10.13
Save the Recording
To save a single call to your local hard drive,
first highlight the call in the Call Play Window and then click the
icon. Choose the local
folder you wish to save the call to and select whether to save the call as
an mp3 or as a .wav file.
10.14 Add or
Modify a Note
Highlight a call (or a selection of calls) and click the
icon. The following
screen will be displayed.
Type in any notes you require and click OK. When searching
for calls, you have the option to search by keywords entered into the call
notes.
10.15 Delete Calls
This function is used to
delete calls from local folders only. Highlight a call (or selection of
calls) that you want deleted and click the
icon. You will be
asked to confirm that you want to delete the selected call(s). This will
not delete calls from a Total Recall or CD.
10.16 Customizing Call Table Columns
You have the option to customize the information
displayed in the Call Table.
Select the Customize Table Columns icon
and the
following screen will appear:
Choose the information you want displayed in the Call Table by
placing a check mark in the box beside each option and clicking OK.
The Call Table will be refreshed with your selected information.
You are able to
change the width of a column in the Call Table by placing the cursor
between the column name buttons and dragging the column to the
required width. The position of the columns relative to each other can
also be changed. Place the cursor on the column name button and
drag the whole column to a different position in the table.
10.17 Accessing Total
Recall through a Firewall
While it is not possible to describe solutions for all different
network setups, it is hoped that from this example, a network
administrator will be able to learn to provide access to a Total
Recall unit through a firewall.
Consider the
following example:
Here Total Recall is connected on an internal network with
an IP Address range of 192.168.3.x. The Total Recall has the
address 192.168.3.109. There is a firewall which provides access to the
internet. This allows other company servers to be accessed using a Public
IP Address in this case 203.10.10.10. The Firewall has the internal
address 192.168.3.252.
PC’s on the internal
network should be able to access the Total Recall units
directly via the LAN.
A client would like to
be able to connect to the Total Recall over the internet
from home.
The network
administrator should follow the following steps:
Configure the
Total Recall’s IP Address and set the firewalls internal address
as its gateway.
Install Remote Manager on one of the Internal Network PC’s.
Add the Total Recall to
Remote Manager as shown in the diagram.
Use the Remote Manager
application to modify the Total Recall’s host name as shown
below.
To
connect to the Total Recall externally through some
Firewalls, you must connect using a host name rather than an IP Address.
Remote Manager PC’s on the Internal Network can connect
using IP address rather than host name.
Note: { As a small aside at this point the system
administrator could add the Total Recall’s IP Address into
the internal DNS server so that Remote Manager clients
running on the internal network could access Total Recall
using the name
totalrecall1 instead of having to remember the IP address. However
that is not necessary for our particular example. }
·
Configure the Firewall by forwarding the following ports:
Forward port 10010, & 10011 to the Total Recall’s
address 192.168.3.109 (‘10010’ is the configured Port Base in our
example).
Note that this is a TCP
connection.
In addition, if you
want to transfer files to your local folders or email files from the
Total Recall, you will need to port forward FTP (port 21) to
this address as well:
·
Tom’s machine must be able to resolve the name totalrecall1
to the
Firewalls externally visible IP Address.
One simple way to do this is to edit the hosts file… EG: On windows
2000 or windows XP modify the file C:\WINNT\system32\drivers\etc\hosts to
contain the line
203.10.10.10 totalrecall1
You can ensure that this is correct by typing: “ping totalrecall1” at a
command prompt.
·
Install Remote Manager on Tom’s home machine.
·
Add the Total Recall making sure you use the hostname not
the
IP Address as shown in the following diagram:
Tom's home Remote
Manager should
now be
able to
access the
Total Recall
on the
internal
company network.
10.18
What if the Remote PC is behind a
Local Firewall?
In the previous example the client’s Remote Manager
was on an externally visible IP address. In this case the Remote
Manager is on an internal IP address, trying to access a
Total Recall which is external to the LAN.
An example of this situation is shown in the picture below:
In this case you will need to:
·
Port forward UDP from port 10001 to the IP address of the
machine running Remote Manager.
·
Port forward UDP from port 10002 to the IP address of the
machine running Remote Manager.
·
In addition, when you add the Total Recall to
Remote Manager, you will need to specify the external IP
address of the firewall that it is sitting behind. Check the “Manager
Firewall” check box and enter the IP address in the appropriate fields to
the right of the checkbox.
You should now be able to
connect to the Total Recall.
10.19
Handling Multiple Remote Managers Behind a Local
Firewall
The situation is similar to that discussed
in section 10.18 except that there are now 2 Remote Managers
that need to access the Total Recall behind the same local
firewall.
The first Remote Manager can be set
up exactly as for section 10.18 i.e.:
1. Port forward UDP from port 10001 to the IP address of the
machine
running Remote Manager.
2. Port forward UDP from port 10002 to the IP address of the
machine
running Remote Manager.
3. Specify the Manager Firewall when adding the Total Recall.
For the second
Remote Manager you need to tell it to use different ports and then
forward these ports from the firewall. In the diagram the second
Remote Manager is configured to use ports 10005, 10006. These
ports are then port forwarded from the firewall as UDP.
Configure the second
Remote Manager to use the different ports by accessing
“Advanced…” from the File Menu. Then enter the port in the Manager Port
Base field as shown below:
The manager will now be using 10005 and 10006 (i.e.: one higher than the
configured base ports).
In this way multiple
Remote Managers can access the Total Recall
through the same remote firewall.
10.20 Connecting Through a VPN
A VPN allows all machines to appear as though they are on the same LAN
segment, even though some may be accessed over the internet. This usually
makes the
configuration of Total Recall and Remote
Manager simple.
One
case which can complicate the
situation is if the machine on which
you are running Remote Manager
has 2 IP addresses. By default, Remote Manager will use the
first IP address. If this is incorrect you can modify Remote Manager
to us the alternative IP address. To do this, select “Advanced…” from the
file menu, then enter the desired local IP address for Remote
Manager in the dialog.
10.21 Limitations of Total Recall & Remote
Manager with Firewalls
10.21.1
Transfer of Files
Transfer of files is currently done using the FTP protocol on its default
port. If two Total Recalls are behind the same firewall, it
will not be possible to port forward FTP to both machines. The user will
only be able to transfer files from the Total Recall which
has FTP port forwarded to it.
10.21.2
Alternatives
Where these limitations are unacceptable we suggest that you move to a VPN,
or some sort of screen sharing technology to achieve your desired result
(such as Microsoft’s Remote Desktop Connection).
10.22 Monitoring & Playback — Audio not Working
I don’t hear any sound when I attempt to remotely monitor or remotely
playback a call from Remote Manager, however, I can playback
a call from Remote Manager on a local CD or in a local
folder.
NOTE:
This procedure should only be used after consultation with the network
administrator for your network. The following steps are written for
Windows XP. They will need to be modified for other operating system
versions.
Case 1 RESOLUTION
[