NEC Univerge SV9100 User manual

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MyCalls Call Recorder Installation Manual
Version 1.8
Call Recording Software v4.0.5 with patch 1212
MyCalls v4.6

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Table of Contents
MyCalls Call Recorder................................................................................................4
MyCalls Licensing...............................................................................................................................5
Call Recording Software Licensing.....................................................................................................6
Call Recording Software version 4 Requirements......................................................7
Operating Systems.............................................................................................................................7
Virtualised Environments....................................................................................................................7
SIP Recording...............................................................................................................7
USB Recording Units ....................................................................................................7
Minimum PC Hardware Requirements...............................................................................................8
Hard disk Requirements.....................................................................................................................8
Installation................................................................................................................10
Connecting The ISDN Call Recorder................................................................................................10
Connecting an Analogue Call recorder.............................................................................................11
SIP Trunk Recording ........................................................................................................................11
Installing the Call Recording Software..............................................................................................12
Licensing the Call Recording Software.............................................................................................24
Automatically Activating a License Using the Licenese Manager ....................................................24
Manually Acivating a License Using the Licenese Manager ............................................................27
Relicensing Installations ...................................................................................................................30
Summary –Re-License Process.................................................................................30
Raise the Request on BusinessNet.............................................................................31
Viewing and Updating your Requests..........................................................................32
Upgrading to Version 4 of the Call Recording Software...................................................................33
Using ‘Calls’ ......................................................................................................................................38
Configuring Recording of SIP Trunks...............................................................................................39
Manually Pausing Recording Using DTMF Digits.............................................................................41
Auto Deletion of Calls .......................................................................................................................43
Keeping Calls for a Fixed Period......................................................................................................44
Storing Audio on a Network Drive ....................................................................................................45
Archiving to a Network Drive ............................................................................................................46
MyCalls Configuration..............................................................................................47
Netlink and Call Recording ...............................................................................................................50
Configuring Call Recording Rules.....................................................................................................51
Call playback users and groups........................................................................................................52
Playing back calls .............................................................................................................................54
Archiving Recorded Calls .................................................................................................................55
Local Archiving..................................................................................................................................55
Backup Folder...................................................................................................................................56
Volume Names .................................................................................................................................57
Manual Call Recording Archiving Using MyCalls .............................................................................58
Scheduled Archiving.........................................................................................................................59

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Restoring Backups...................................................................................................60
Restore the Database.......................................................................................................................60
Restore The Audio Files...................................................................................................................63
Exact Channel Mapping...........................................................................................64
Single PRI Unit..................................................................................................................................64
Single BRI Unit..................................................................................................................................66
Single Analogue Unit ........................................................................................................................66
SIP Trunk Call Recording .................................................................................................................66
Multiple Units ....................................................................................................................................67
Multiple PRI Units .............................................................................................................................68
Multiple Analogue / BRI Units...........................................................................................................70
Stop / Start Call Recording.......................................................................................71
Conditions.........................................................................................................................................71
Manual Stop / Start Recording..........................................................................................................71
Stop / Start Recording Client............................................................................................................73
Manual Logon .............................................................................................................73
Assigning Windows User to MyCalls users..................................................................74
Automatic Stop Start Recording .......................................................................................................75

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MyCalls Call Recorder
MyCalls Call Recorder gives you the ability to record and playback trunk calls made on an SV9100 /
SV8100 / SL Series PBX. The call recording software can record ISDN, SIP and analogue trunk calls.
For ISDN calls, a recording unit is placed between the Network Termination Equipment (NTE) and the
physical trunk card in the PBX. There is a USB lead on the call recording unit that is connected to a
PC. As calls pass through the call recording unit, they are streamed onto the PC and stored on the Call
Recording Server. SIP trunk calls are recorded by connecting a ‘mirrored port’carrying SIP traffic to a
network card in the call recording server. The SIP trunk information presented by the mirrored port will
allow the SIP trunk call to be recorded and stored on the call recording server. Once a call has finished,
it is compressed, encrypted and stored ready for playback. The MyCalls application can be used to
find, playback, export and make notes against these calls.
Depending on the call volume, it may be necessary to have separate PC’s for the MyCalls server and
the Call Recording server.
MyCalls PC
Print Server
Link/Rx LPT1 LPT2 COMPower/TX
Call Recorder
PRI
PSTN
USB Lead
P Commands /
SMDR
MyCalls
Database
Recorded
Calls
Database
A further licensable option is available that provides the ability to Stop and Start call recording under
certain conditions. This can be achieved by the user clicking a button in the MyCalls / MyCalls Desktop
/ MyCalls Operator Console Application to stop and start recording. There is also a more advanced
method that can automatically stop and start recording based on a user being in a particular application
or field within an application. Recording can also be paused based on the recorder detecting a
sequence of DTMF digits.
This manual covers the procedure for installing MyCalls Call Recorder on the SV9100, SV8100 PBX
and the SL series PBX. The installation procedure is the same for both PBX’s but the SL series PBX
does not have Primary rate call recording available.
When installing a call recording solution, be aware that different legal rules can apply to different
business types and vary between countries. You must make sure that you as an installer and the
customer comply with any applicable laws, regulations and guidelines.
With the MyCalls Call Recorder solution, the MyCalls software and the Call Recording software have
to be licensed.

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MyCalls Licensing
MyCalls Call Recorder requires a MyCalls Call Manager or MyCalls Call Centre license to be installed
on the PBX. When you buy a call recording package, you will also receive a MyCalls Call Recording
license based on the number of call recording channels you have. This license will need to be installed
on the SV9100 / SV8100 / SL and read from the PBX using the MyCalls license manager. The license
will have to be registered once it has been read from the PBX, further details on licensing are available
in the MyCalls installation manual.
The call recording licensing options can be reviewed once the license has been installed in MyCalls in
the Help > About screen in the MyCalls application.
MyCalls Call Recorder comes with the standard player that allows call playback. Two further licenses
can be purchased to enable more features as described below.
Single Call
Recording
Export
Waveform
Display
Sound
Clips
Section
Marker
Bulk Call
Recording
Export
Volume,
Balance,
Playback
Speed
Call Audit
Standard Player

Enhanced Call Player *1






Call Recording Auditing *2







*1 MyCalls Enhanced Player greatly enhances the users experience when playing back calls, the part
number EU400030 for SV9100, EU100021 for SV8100 and EU300025 for SL Series, License Code
7152.
*2 MyCalls Call Playback Auditing provides records of call playback activity that is viewable against the
call in MyCalls and in reports. The part number is EU400031 for SV9100, EU100022 for SV8100 and
EU300026 for SL Series, License Code 7153. This license requires the Enhanced Call Player to be
installed.
Stop / Start Call Recording requires a separate license for each user that will want to use this feature,
the part code for this is EU400038 on SV9100 and EU000284 for SV8100.

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Call Recording Software Licensing
The call recording software requires a license before you can record any calls or open the calls
application. An ‘Activation Code’ is supplied when a call recording package is purchased, during the
licensing process this license becomes tied to the ‘Machine ID’ of the call recording server. In instances
where many different call recorder packages are used, it’s possible to enter multiple activation codes.
You will need to do this for example if you have a SIP Call Recorder and an ISDN recorder as each unit
will come with its own Activation Code.
If the call recording server has access to the internet then licenses can be activated online. If the server
isn’t connected to the internet then there is a process that allows for offline licensing. Once a license
has been activated against a Machine ID then it is effectively tied to the PC, if the PC fails for any reason
then it must be reset to make it available for use on a different Machine ID. The Machine ID is based
on Hardware in the PC that the call recording software is installed on. Changing the CPU / Motherboard
/ Network adapters in the PC can cause the Machine ID to change and invalidate the license. Adding
additional memory of hard disks doesn’t cause the Machine ID to change.
It’s vitally important to keep the Activation Code(s) safe in case it’s ever needed in the future, losing an
activation code can result in a new license needing to be purchased!
It’s also recommended that you keep copies of the Call Recorder serial numbers for future reference.
ISDN and Analogue recorders have the serial numbers printed on top of the unit. When you purchase
a SIP call recorder a DVD case is shipped that has the serial number printed on the front of it.
Initially during the install it’s possible to enter 1 activation code and this will be activated over the
internet. If the Call Recording Server isn’t connected to the internet or you don’t want to install a license
at this point then this step can be skipped and the license manager application can be used to install
license. Further details are available in the Licensing the Call Recording Software section of this
manual.
In a Netlink environment, each individual installation of the Call Recording software has to be licensed.
With Netlink, it’s likely that both primary and secondary nodes will have trunks available on them. An
individual recording unit will need to be purchased for each site that is recording, for example if you had
3 sites each with 30 trunks, you would buy 3 x 30 channel PRI recorders rather than 1 x 90 channel
recorder.
If SIP Trunk Calls are being recorded using the G729 codec then an additional license is required for
each concurrent G729 trunk call that will be recorded.

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Call Recording Software version 4 Requirements
A PC needs to be elected as the ‘Call Recording Server,’ this will be the PC responsible for hosting the
Call Recording database and storing the recorded calls. Depending on the call volume, the Call
Recording Server and the MyCalls server can exist on the same PC. When the call volume reaches a
certain threshold, the MyCalls server and call recording server should be installed on different PC’s.
The Call Recording Server must be a dedicated PC.
When implementing a call recording solution, consideration should be given to backing up recorded
calls. Details on how to backup recorded calls are provided later in the manual.
Operating Systems
The Call Recording software can be installed on the following Operating Systems:
Windows 7 Professional or above.
Windows 8 Professional or above.
Windows Server 2012 R2. Standard / Enterprise
Call playback using a MyCalls client is not supported in a thin client environment.
A sound card and speakers are required for call playback.
Virtualised Environments
The Call Recording software can be installed in a virtualised environment on Hyper V / Server 2012 R2.
If the number of calls per hour or number of concurrent calls exceeds a certain threshold then a physical
PC should be used instead, details are on the next page. The following conditions apply when using /
installing the Call Recording software on a virtual PC.
SIP Recording
SIP Trunk Call Recording uses a port mirror carrying the SIP trunk data to record calls, normally this is
provided directly to a NIC in the Call Recording Server. When SIP Recording is used in a virtualised
environment the port mirrored traffic needs to be redirected to the virtual machine that is running the
call recording software. NEC cannot advise installers on how to configure or enable this, it is the
responsibility of the local IT provider / maintainer to do this.
USB Recording Units
Natively in a virtualised environment there isn’t a way to make the USB Call Recording device available
in the virtual machine. This can be achieved by using 3rd Party software that effectively redirects the
USB Recording device to the virtual machine. NEC cannot recommend or aid in the support, install and
configuration of such software. If the USB device can be redirected to the virtual machine then the Call
Recording Software will be able to detect it and record calls.

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Minimum PC Hardware Requirements
The PC Hardware Requirements for the call recording server varies based on the call volume that is
processed by the Call Recorder.
Hardware
Requirements
Up to 250 calls per hour or
10 concurrent calls.
Up to 500 Calls per hour or
25 concurrent calls.
Over 2,000 Calls per hour
or 100 concurrent calls.
CPU
Intel i5 3.2 GHz (2 Cores)
Intel i7 3.2 GHz (4 Cores)
2 x Xeon 2.4 GHz
RAM
8GB
8GB
16GB
O/S
Any Supported OS
Server 2012 R2
Server 2012 R2
MyCalls on the
same PC?
Yes
No
No
Can run on a
virtualised PC?
Yes
Yes
No
Hard disk Requirements
There are 4 key elements relating to hard disk requirements for call recording that need to be considered
for the recorder to run efficiently. Depending on the call volume separate hard disks are recommended
for the different functions that will be performed on the call recording PC. In all scenarios, each different
function should be on its own partition on the hard disk. The 4 functions are described in the table
below:
Function
Description
Operating System
This is where the PC’s Operating system will reside
Database
This is the area where the call recording database will exist.
Audio
This is where the compressed and encrypted audio files for the recorded
calls are stored. The audio may also be stored on a network drive rather
than being local to the call recording server, details of how to do this can
be found in ‘Storing Audio on a Network Drive.’
Temp Folder
This is where live calls are stored whilst they are in progress, once a call
has finished, it is compressed, encrypted and moved to the audio folder.
By default, the database is stored in SQL Server Express 2014 and can grow up to 10 GB is size, when
the database limit is reached a new database is created and older calls are moved to the new database.
This allows new calls to still be recorded when the database size limit is reached.

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The following tables indicate the hard disk and partitioning requirements based on call volume, the disk
sizes specified are a minimum and can be exceeded if desired.
Up to 250 calls per hour or 10 concurrent calls –1 Hard disk can be used and should be
partitioned as below.
Partition Number
Function
Min Size
1
Operating System
100GB
2
Database
200GB
3
Temp
100GB
4
Audio
600GB
Up to 500 Calls per hour or 25 concurrent calls –3 Separate Hard disks should be used and
should be partitioned as below.
Disk Number
Partition Number
Function
Min Size
1
1
Operating System
100GB
1
2
Database
200GB
2
1
Temp
200GB
3
1
Audio
1TB
Over 2,000 Calls per hour or 100 concurrent calls –4 Separate Hard disks should be used and
should be partitioned as below.
Disk Number
Partition Number
Function
Min Size
1
1
Operating System
100GB
2
1
Database
200GB
3
1
Temp
200GB
4
1
Audio
1TB
Consideration should also be given for backing up calls, this can be done to either a local device on the
call recording server or to a UNC. The backups consist of a copy of the database and the associated
audio files, the backup destination will need to have sufficient disk space for this data.
A variety of codes can be used by the call recorder that offer different compression ratios for storage.
Using a codec with a high compression ratio will lower the quality of the recording, the available codec
are summarised in the table below. The default codes used is WMA38kbps which offers a good
compromise of quality and compression.
Codec
Size Per Minute
Size Per Hour
Hours in 1 GB Storage
Uncompressed
940KB
55MB
19 Hours
WMA24kbps
198KB
12MB
88 Hours
WMA38kbps
329KB
19MB
53 Hours
WMA48kbps
423KB
25MB
41 Hours
WMA64kbps
492KB
29MB
36 Hours
WMA128kbps
982KB
58MB
18 Hours
G.729
122KB
7MB
143 Hours
G.723_5300bps
83KB
5MB
211 Hours
G.723_6300bps
98KB
6MB
178 Hours
G.726_16kbps
239KB
14MB
73 Hours
G.726_24kbps
357KB
21MB
49 Hours
G.726_32kbps
474KB
28MB
37 Hours
G.726_40kbps
591KB
35MB
30 Hours
GSM
198KB
12MB
88 Hours

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Installation
Connecting the ISDN Call Recorder.
The call recording unit can be rack mounted, free standing or mounted in a CD / DVD ROM bay of a
PC. The patch leads connecting through the tap connector should each be no longer than 10 metres
in length. The USB lead supplied with the call recording unit is 1 metre in length. This will mean the
call recording until and PC will have to be situated near each other.
The ISDN lines are connected from the NTE into the tap connector supplied with the call recording unit.
A cable should then run from the other socket on the tap connector to the ISDN card in the PBX. Once
both are connected, calls will be able to pass through the tap connector. There are different types of
tap connectors, one for BRI and one for PRI. The PRI is black and the BRI is white, both are clearly
labelled and can only be used on their respective call recorder.
Once the lines are connected through the tap connector, the other two cables labelled in and out should
be connected to the front of the call recording unit accordingly. Securely connect the supplied power
adapter to the call recording unit and firmly connect the supplied USB lead to the rear of the call
recording unit. Connect the USB lead to the PC until before installing the call recording software. If the
operating system starts the new hardware found wizard, click cancel.
Print Server
Link/Rx LPT1 LPT2 COMPower/TX
PSTN
Tap Connector
Call Recorder
In Out

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Connecting an Analogue Call recorder
The Analogue call recorder has a different power supply to the other call recording units, ensure that
the correct power supply is attached to the analogue call recording box. The analogue call recorder
wiring should be connected by tapping into the line and presenting the two wires to an RJ45 socket on
the front of the call recording unit. A lead is provided that will connect from a standard LJU (BT Style)
socket to the front of the call recording unit. The BT socket is also re-presented so that the line can be
connected to a PBX.
The image below shows a standard LJU socket with the supplied lead connecting from the LJU to the
call recording unit. The socket indicated by the red arrow is the socket that can be connected to the
PBX. This will need repeating for each line that will be recorded.
Should the cables that are provided not be suitable then the two wires provided by the carrier will need
to be connected to pins 4 and 5 of an RJ45 socket that is connected to the front of the call recording
unit.
SIP Trunk Recording
SIP trunk recording doesn’t require any physical hardware to be installed, it instead uses packet sniffing
technology to record calls. Both G.711 and G.729A codes are supported for SIP recording, other
codecs can’t be recorded. A port mirror from a network device carrying the SIP trunk calls has to be
connected to a network card in the call recording server. The network card in the call recording that will
perform the packet sniffing must support promiscuous mode. Promiscuous mode will allow a network
card to pass packets that are not addressed to it allowing the calls to be recorded. Depending on the
device performing the port mirror, it may be necessary to have a second card in the call recording server
to capture the SIP packets.
The port mirror can be placed in two different locations depending on the configuration of the network
and how the IP trunks are presented to the PBX.If there is a dedicated internet circuit provided for the
SIP trunks, then the port mirror would be best placed on the port up linking the router to the LAN.
The port mirror can also be placed in-line with the IPL card of the PBX, this will capture all traffic passing
through the IPL. The only drawback to using this method is that IP extension calls will be recorded too.
As MyCalls doesn’t report on internal calls then any internal calls can’t be played back using MyCalls.
This would also mean if an IP extension made a call on an SIP trunk there would be two calls recorded.

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Installing the Call Recording Software
To install the Call Recording Software, extract the software to a location on the PC and run the
‘CallRecorder’ Icon.
The installation will begin, click next to continue.

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The requirements page is displayed, to continue click ‘I understand the above requirements’ and then
next. Note the requirements specified earlier in the manual should be used and not the ones shown in
the screenshot.
In the Collecting Information window, select ‘Install Server and Client’ and click next.

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Some pre-requisites may be installed at this point, click OK when prompted.
Next, WinPcap, is installed, step through the wizard choosing the default options and complete the
installation.

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Once WinPcap has installed, click Finish.
Carefully read the license agreement, to continue check the ‘I Accept’ box and click next.

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Select the folder where the Call Recording components will be installed to.
Select the ‘Data Storage Folder’, this is where the database will reside, for optimal performance select
the disk / partition as described in Hard Disk Requirements.

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Select the ‘Audio Folder’, this is where the audio files will reside, for optimal performance select the disk
/ partition as described in Hard Disk Requirements.
Select the ‘Temp Folder’, this is where the live calls will reside, once a call has finished it is compressed,
encrypted and moved to the Audio folder. For optimal performance select the disk / partition as
described in Hard Disk Requirements.

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Select the ‘SQL Server Root Folder’, this is where SQL Server backend components will be installed
to. This should be installed on the same drive / partition as the operating system.
The install will now progress.

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If an ISDN / Analogue recorder is being used then click OK at the Call Recorder Installer window. This
appears before the installer package installs the USB driver.
In the Windows Security Window, choose the option to ‘Install this driver software anyway.’ This will
allow the drivers for the USB recording to be installed.
Click next on the Product Information prompt, this information is used by the client application. This
uses the default database configuration.

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Choose where the Calls application will be installed to, this uses only a small about of disk space so it
doesn’t really matter which drive / partition its installed to.
The client application will then be installed.