NEC Univerge SV8100 User manual

MyCalls Call Recorder Installation Manual
Version 1.3 for Sense 2.6.2

Table of Contents
MyCalls Call Recorder................................................................................................3
Call Recording Licensing.....................................................................................................................4
Background on ISDN Call Recorders..................................................................................................5
Requirements.......................................................................................................................................6
Compatibility of Sense and MyCalls....................................................................................................7
Installation..................................................................................................................8
Connecting The ISDN Call Recorder...................................................................................................8
Connecting an Analogue Call recorder................................................................................................9
SIP Trunk Recording ...........................................................................................................................9
Installing the Call Recording Software...............................................................................................10
Manually Installing the USB Driver....................................................................................................20
Using Sense.............................................................................................................24
Configuring Recording of SIP Trunks................................................................................................25
Manually Pausing Recording Using DTMF Digits..............................................................................27
Installing a License for Manual Pausing.......................................................................................27
Configuring Manual Pausing the Feature in Sense......................................................................27
Auto Deletion of Calls ........................................................................................................................29
Upgrading from Older versions of Call Recording Software..............................................................29
Disabling Encryption on the ‘TMP’ Folder .........................................................................................30
Keeping Calls for a Fixed Period.......................................................................................................31
MyCalls Configuration..............................................................................................32
Netlink and Call Recording ................................................................................................................36
Configuring Call Recording Rules......................................................................................................37
Call playback users and groups.........................................................................................................38
Playing back calls ..............................................................................................................................40
Archiving Recorded Calls ..................................................................................................................41
Local Archiving...................................................................................................................................41
Archiving to a Networked Location....................................................................................................42
Backup Folder....................................................................................................................................42
Volume Names ..................................................................................................................................43
Manual Call Recording Archiving Using MyCalls ..............................................................................44
Scheduled Archiving..........................................................................................................................45
Exact Channel Mapping...........................................................................................46
Single PRI Unit...................................................................................................................................46
Single BRI Unit...................................................................................................................................48
Single Analogue Unit .........................................................................................................................48
SIP Trunk Call Recording ..................................................................................................................48
Multiple Units .....................................................................................................................................49
Multiple PRI Units ..............................................................................................................................50
Multiple Analogue / BRI Units............................................................................................................52
Firmware on the Call Recording Box........................................................................53
Checking The Firmware Version .......................................................................................................53
Upgrading the Firmware....................................................................................................................54

MyCalls Call Recorder
MyCalls Call Recorder gives you the ability to record and playback trunk calls made on an 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 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 in a database.
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 information to be recorded and stored on the call recording server. Once a call has finished, it is
compressed, encrypted and stored ready for playback.
MyCalls Call Recorder gives users the ability to find and playback these recorded calls using the
MyCalls application. MyCalls version 3 and above has different licensable options that are available
for call recording.
MyCalls PC
Print Server
Link/Rx LPT1 LPT2 COMPower/TX
Call Recorder
PRI
PSTN
USB Lead
P Commands /
SMDR
MyCalls
Database
Recorded
Calls
Database
This manual covers the procedure for installing MyCalls call recorder on the 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.

Call Recording Licensing
MyCalls Call Recorder requires MyCalls Call Manager or above to work. The MyCalls licenses and
the call recording license should be installed on the SV8100 / SL and read from the SV8100 / SL
using the license manager. The license will have to be registered once it has been read from the
SV8100 / SL, 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.
Included with the MyCalls Call Recorder comes the standard player. Two further licenses can be
purchased to enable more features, details features are shown below.
Waveform
Display
Sound
Clips
Section
Marker
Single Call
Recording
Export
Bulk Call
Recording
Export
Volume,
Balance,
Playback
Speed
Call Audit
Standard

Enhanced*1





Enhanced
and Audit *2






*1 MyCalls Enhanced Player is part number EU100021 for SV8100 and EU300025 for SL Series,
License Code 7152.
*2 MyCalls Call Playback Auditing is part number EU100022 for SV8100 and EU300026 for SL
Series, License Code 7153. This license requires the enhanced player to be installed.
There is a separate licensable option for the call recording unit that allows recording to be paused
using DTMF tones. This license has to be installed on the physical call recording box and isn’t visible
in the MyCalls application.

Background on ISDN Call Recorders
There are two types of ISDN call recorders that are available, a USB 1.1 unit and a USB 2 unit. The
instructions in this manual are for the USB 2 Unit, for information about the USB 1 unit, refer to the
SV8100 MyCalls v1 installation manual. It is not possible to use a mixture of USB 1 and 2 units on
the Sense call recording PC. To identify which version a unit is, look at the front of the call recording
unit. Note that different software is required depending on which type of unit you are installing.
The picture below shows a USB 1.1 unit. The difference between the two units is that the USB 1.1
unit has a USB connector on the front of the unit. Note the USB port on the left hand side of the unit.
The picture below is of USB 2 unit. Note that the front USB connector is blanked out and not
available.

Requirements
SV8100 MyCalls Software 2.5.0.0 SP3 / SL MyCalls 3.5.1.0 or greater.
Sense Call Recording Software version 2.6.2
Firmware version 2.4.1 (June 2010).
Sense 2.6.2 is only supported on the SV8100 / SL series PBX
Refer to the specific MyCalls installation manual for any system software version requirements.
The call recording server must be a dedicated PC for call recording. If you are recording 30 channels
or greater then MyCalls and the call recording software must be on separate PC’s.Access to the call
recording server PC should be made secure by a username and password. Limiting the number of
users that have access to the PC is also considered an extra security precaution. A maximum of 120
channels can be recorded on a single call recording server. If you are recording more than 120
channels, then two call recording servers can be used.
When implementing a call recording solution, consideration should be given to backing up recorded
calls. Details on how to backup recorded call are provided later in the manual. For optimum
performance of call recording the operating system of the PC and Sense should be installed on
different drives.
Minimum Hardware Specification –MyCalls and Sense on the Same PC.*
Intel Dual Core 2.0GHz Processor
3GB RAM
Min 500GB of available Hard Disk Space
*MyCalls and Sense can only be on the same if less than 30 channels are being recorded.
Minimum Hardware Specification –Sense Only Upto 60 chanells being recorded.
Intel Dual Core 2.0GHz Processor
3GB RAM
Min 1TB of available Hard Disk Space
Minimum Hardware Specification –Sense Only Up to 120 chanells’ being recorded.
Intel Quad Core Processor
8GB RAM
Min 1TB of available Hard Disk Space
Operating systems:
Windows XP Pro min SP2 –32 BIT only
Windows Server 2003 SP2 –32 BIT only
Windows Vista Business, Ultimate and Enterprise 32 BIT only
Windows 7 Professional, Ultimate and Enterprise 32 and 64 BIT
Windows Server 2008 R2 64 BIT
A sound card and speakers are required for call playback
Note although MyCalls is supported on Terminal Services and Hyper V, the call recording software is
not. Call playback using a MyCalls client is not supported in a thin client environment.
1GB of disk space will store approximately 100 hours of call recordings, depending on requirements it
may be necessary to increase the available disk space in the PC. Recorded calls can be archived to
free up space from the PC. There must be an available USB port for each call recorder that will be
connected to the PC. The USB ports that the call recording units connect to must be USB 2 Ports

and not USB 1.1. USB web cams or USB video devices should not be connected to the same USB
controller as the call recording units. Additional USB controller cards can be installed if required.
Compatibility of Sense and MyCalls
Sense 2.6.2 uses a stronger, more complex ‘SA’ password that is different to what was in previous
versions of Sense. The password previously used was a weaker password and could potentially halt
the installation package if a password policy had been implemented on the PC sense was being
installed on to. MyCalls has to be aware of this password for when it is playing back calls from the
sense database. If a site is upgraded from an older version of Sense to 2.6.2 then it will keep on
using the same weaker SA password as before.
For that reason Sense 2.6.2 can only be used with MyCalls 2.5 and above, for versions 2.5 and 3.0
service packs have to be installed in order for MyCalls to use the strong password. For MyCalls 2.5,
service pack 3 or above should be installed and for MyCalls 3.0 service pack 1 or above should be
used. The services packs must be applied to the MyCalls server and client.
MyCalls 2.5 SP3 and 3.0 SP1 are both compatible with the strong and weak passwords so can be
used with any version of Sense.

Installation
Connecting The ISDN Call Recorder.
The call recording unit can be rack mounted, free standing or mounted in a CD ROM bay of a PC.
The patch leads connecting through the tap connector should each be no longer than 5 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

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 doesnt 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 cant 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 addresed to it allowing the calls to be recorded. Depending
on the device performing the the port mirror, it may be neccesary 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 SV8100 / SL. If there is a dedicated internet circuit
provided for the SIP trunks, then the port mirror would be best placed on the port uplinking the router
to the LAN.
The port mirror can also be placed in-line with the IPL card of the SV8100 / SL, this will capture all
traffic passing through the IPL. The only draw back to using this method is that IP extension calls will
be recorded too. As MyCalls doesnt report on internal calls then any internal calls cant 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.

Installing the Call Recording Software
The call recording software is referred to as the Sense Software or Call Recording software and is
supplied with each call recording package. Before you can install the software, you will need to
extract the software to the PC you intend on installing Sense onto. Begin the installation by double
clicking the Call Recorder Main Installation icon. Sense can be installed on a different PC to MyCalls.
If you are installing on Windows Vista or Windows 7, you may get a prompt in a window titled User
Account Control. To allow the installation to continue, click yes when prompted.
At the beginning of the install, if you are prompted to install a Hotfix for Windows Media Encoder, click
yes to install the Hotfix.
The installation will begin, click next to continue.

There are some prerequisites that have to be met before the installation can begin. If the Windows
Installer 4.5 is installed during the installation then the PC may need to be restarted before you can
continue.
WinPcap is installed during the installation of the call recording software. This is a component of the
SIP recording software.

Complete the installation wizard for WinPcap and then the Sense installation will continue.
At the collecting information screen, select Install Server and Client and click Next.

On the next step of the installation wizard, there are two options to choose from, workgroup or
domain. When live calls are being recorded, they are placed in a folder called the ‘tmp’ folder on the
call recording server. Encryption can be enabled on this folder so that while calls are stored in the
tmp folder, they are encrypted. If the PC is part of a Windows Domain then the EFS certificate issued
to the tmp folder can either become randomly invalid or after 3 years of being issued expire.
During the install, if you select Workgroup then encryption of the tmp folder will be enabled. By
selecting Domain, encryption on the tmp folder will be disabled.
To prevent the possibility of any potential problems with encryption on the tmp folder, select Domain
during the install. By selecting this option, the final audio files are always encrypted before they are
available for playback. Encryption on the tmp folder can be disabled manually, details are available
later in the manual.
At the License Agreement window, read the license agreement. To continue, click ‘I accept the
license agreement’ and click next.

Choose a folder where the Call recording software will be installed to and click next.
At the next prompt you can select where the tmp folder is located.

The Audio Storage folder can then be selected, this is the folder where the compressed and
encrypted final audio files are stored. Typically the audio storage folder can take up large amounts of
disk space so if a separate disk has been made available for storing the audio files on, it should be
selected here.
At the backup folder prompt, click next. This is a feature of the call recording software that is not
used. With MyCalls Call Recorder backups and archiving are carried out through the MyCalls
application, not the call recording software.

At the SQL Server Root Folder screen, choose which folder the back-end MyCalls database will be
installed to. This folder is just where the Call Recording database sits, not where the audio files for
the recorded calls are stored. Select the folder as required and click next.
During the install, if an USB box is connected to the call recording server, the USB driver will be
installed. On Windows Vista and Windows 7 you will be prompted to allow the driver to be installed,
when you see the window below, click OK. On other operating systems, the driver is installed silently
without the need for any interaction.

At the Windows Security prompt, select install this driver software anyway.
After the Call Recording Software has been installed, the call recording client has to be installed. The
client is the application that is used by the call recording software to view recorded calls. Choose
which folder the client should be installed to and click next.

After the client installation has completed the ‘Options’ screen will be displayed. Click cancel to allow
the installation to finish. The options can be configured at a later time.
Click finish when the installation has completed.

Now the installation has completed, calls will be recorded and stored in the call recording database. If
the PRI / BRI / Analogue boxes are being used and the USB leads were connected to the call
recorder before the software was installed then the USB drivers will have been installed automatically.
To check that the devices are installed correctly, look in device manager and under USB_NEC
Recorder make sure there is an entry for each unit that is connected.

Manually Installing the USB Driver
To install the driver manually for call recording unit, first connect the USB lead from the call recording
unit to the PC. The found New Hardware Wizard will start. Select No, not this time and click next.
Select install from a list or specific location (Advanced) and click next.