A D M I N I S T R A T I O N M A N U A L

OmniPCX RECORD Release 2.3

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Legal notice

Alcatel, Lucent, Alcatel-Lucent and the Alcatel-Lucent logo are trademarks of Alcatel-Lucent.
All other trademarks are the property of their respective owners. The information presented is
subject to change without notice. Alcatel-Lucent assumes no responsibility for inaccuracies
contained herein.

Copyright © 2014 Alcatel-Lucent. All rights reserved.

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Index Table

Document History ............................................................................ 8

1 Scope ..................................................................................... 10
1.1 Overview ........................................................................................... 10
1.1.1 Purpose of this guide ............................................................................... 10
1.2 What's new ......................................................................................... 10
1.3 Known limitations / restrictions ............................................................... 10

2 Glossary of Terms ...................................................................... 12

3 Introduction ............................................................................. 13
3.1 Overview – The Product ......................................................................... 13
3.3 Applicability Statement ......................................................................... 13
3.4 Overview of this manual ........................................................................ 13
3.6 Customer Support ................................................................................. 14

4 Administration – Startup .............................................................. 15

5 System ................................................................................... 20
5.1 System Settings ................................................................................... 20
5.2 Recording Transfer Settings .................................................................... 21
5.3 PRS Settings ........................................................................................ 22
5.4 Recorder Settings ................................................................................. 23
5.4.1 Alert Email ........................................................................................... 23
5.4.2 Network Adaptor .................................................................................... 23
5.4.3 Enable Wrapup ...................................................................................... 23
5.4.4 Wrapup Initial Wait ................................................................................. 23
5.4.5 Date Format .......................................................................................... 24
5.4.6 Recording Type ...................................................................................... 24
5.4.7 Recording Beep ...................................................................................... 25
5.4.8 Beep Interval ......................................................................................... 25
5.4.9 Pause Recording ..................................................................................... 25
5.4.10 Delete Recorded Calls .............................................................................. 25
5.4.11 Encryption Password ................................................................................ 26
5.5 SNMP – Supervisor Settings ..................................................................... 27
5.6 SMTP Settings ..................................................................................... 28
5.7 Radius Server Settings ........................................................................... 28
5.8 Language Settings ................................................................................ 29
5.9 Reports Header Settings ........................................................................ 29

6 Nodes ..................................................................................... 30

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6.1 Node Settings ...................................................................................... 30

7 PCM II Settings .......................................................................... 32

7.1 Find a PCM II Card ................................................................................ 32
7.2 Add PCM II Card ................................................................................... 32

8 Storage Settings ........................................................................ 34

8.1 Drive Free Space Information .................................................................. 34
8.2 Audio Storage Path Information ............................................................... 34
8.3 Audio Folder Structure Information........................................................... 35

9 Call Flags ................................................................................ 36

10 Teams .................................................................................... 37

11 Extensions ............................................................................... 38
11.1 Find an Extension ................................................................................. 38
11.2 Add Extension ..................................................................................... 40
11.3 Other Links: ........................................................................................ 42

12 Permissions Groups .................................................................... 43

12.1 Adding a New Permissions Group .............................................................. 49
12.2 Copying a Permissions Group................................................................... 49
12.3 Modifying or Removing a Group ............................................................... 50
12.4 Changing Group Permissions.................................................................... 50

13 Agents .................................................................................... 53
13.1 Find an Agent ...................................................................................... 53
13.2 Add Agent / Group Admin User ................................................................. 54
13.2.1 Personal Information ............................................................................... 56
13.2.2 Screen Capture Information ....................................................................... 56
13.2.3 Agent Teams Info.................................................................................... 57
13.2.4 Agent Extension Info ................................................................................ 57
13.2.5 Security Groups ...................................................................................... 57
13.3 Importing Agents .................................................................................. 57

14 Recording Filters ....................................................................... 59

14.1 Default Setting .................................................................................... 59
14.2 Add Recording filters ............................................................................ 59
14.3 OmniPCX Record Call Flow ...................................................................... 63
14.4 OmniPCX Record Random Call Processing ................................................... 63

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15 Traces .................................................................................... 64

16 Decrypt Audit Log...................................................................... 65

17 Server .................................................................................... 68

18 Search Calls ............................................................................. 69

18.1 Search for Calls ................................................................................... 69
18.2 Call Options ........................................................................................ 75
18.2.1 Play .................................................................................................... 75
18.2.2 Play All ................................................................................................ 78
18.2.3 Play Selected ........................................................................................ 78
18.2.4 Download CDR ....................................................................................... 78
18.2.5 Download File ........................................................................................ 78
18.2.6 Download Selected Files ........................................................................... 78
18.2.7 Email File ............................................................................................. 79
18.2.8 Notes .................................................................................................. 79
18.3 My Searches ........................................................................................ 82

19 Archiving ................................................................................ 84
19.1 My Jobs. ............................................................................................ 84
19.1.1 Search Jobs ........................................................................................... 84
19.1.2 Add Job ............................................................................................... 85
19.2 My Schedules ....................................................................................... 88
19.2.1 Search Schedule ..................................................................................... 88
19.2.2 Add Schedule ........................................................................................ 89

20 General .................................................................................. 91
20.1 Change Password ................................................................................. 91
20.2 OmniPCX Record Licensing ...................................................................... 92
20.3 Request License: .................................................................................. 94
20.4 Apply License: ..................................................................................... 97
20.5 Download ........................................................................................... 98
20.5.1 IP Attendant Client Utility ......................................................................... 98
20.5.2 Screen Capture Agent Utility...................................................................... 98
20.5.3 XVid .................................................................................................... 99
20.5.4 WinPcap 4.1.2 ....................................................................................... 99
20.5.5 VLC .................................................................................................... 99

21 Virtualization .......................................................................... 100

21.1 Overview ......................................................................................... 100
21.2 Limitations ....................................................................................... 100

22 Custom Fields .......................................................................... 100

22.1 Overview ......................................................................................... 100
22.2 Custom Fields .................................................................................... 100

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22.2.1 Field Name .......................................................................................... 101

22.2.2 Making Searchable ................................................................................. 101

23 Recorder Warm Standby ............................................................. 102

23.1 Operational Overview ......................................................................... 102
23.2 Diagrammatic Overview ....................................................................... 103
23.3 Prerequisites .................................................................................... 103
23.4 Configure Servers for Recorder Warm Standby .......................................... 104
23.4.1 Primary Server System Settings.................................................................. 104
23.4.2 Secondary Server System Settings .............................................................. 105
23.5 Recorder Warm Standby Behaviour ......................................................... 107

24 Satellite Recording ................................................................... 108

24.1 Operational Overview ......................................................................... 109
24.2 Passive Call Server (PCS) ...................................................................... 110
24.3 Satellite Server Mode .......................................................................... 110
24.3.1 Configure Satellite – Recording Transfer Settings ............................................ 110
24.4 Master Server Mode ............................................................................ 111
24.4.1 Configure Master – Recording Transfer Settings .............................................. 112
24.5 Scheduling Satellite Transfers ............................................................... 113
24.5.1 Configuring the Windows Scheduler ............................................................ 113

25 Reports.................................................................................. 118
25.1 Report Options .................................................................................. 118
25.1.1 Report ................................................................................................ 118
25.1.2 Group ................................................................................................. 121
25.1.3 From .................................................................................................. 121
25.1.4 To ..................................................................................................... 121
25.1.5 Show Report ......................................................................................... 122
25.1.6 Sample Report View ............................................................................... 122

26 Appendices ............................................................................. 123

26.1 Presentation Server Configuration .......................................................... 124
26.2 SNMP Traps ...................................................................................... 128
26.3 Modify User Language ......................................................................... 134
26.4 OmniPCX RECORD Backup Procedure ....................................................... 135
26.4.1 Backing up OmniPCX RECORD................................................................. 135
26.4.2 Additional backup Information .................................................................... 137
26.5 OmniPCX RECORD Restore Procedure....................................................... 138
26.5.1 Restoring the OmniPCX RECORD Database ................................................. 138
26.5.2 Restoring the OmniPCX RECORD Physical Recordings .................................... 142
26.5.3 Restoring the OmniPCX RECORD Configuration File ....................................... 142
26.6 OmniPCX RECORD - Database Migration Procedure ..................................... 143
26.7 Default Permissions Summary ................................................................ 144

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26.8 Amending the Local Admin Account ......................................................... 144

26.8.1 Modifying the Local Admin Identity .............................................................. 144
26.9 Encrypting the Local Admin Identity ....................................................... 145
26.9.1 Impersonation Account Encryption .............................................................. 145
26.9.2 Step 1 – Update the Windows Registry ........................................................ 145
26.9.3 Step 2 – Update the web.config File ............................................................ 146
26.9.4 Step 3 – Grant permission Aspnet_wp.exe .................................................... 146
26.10 Modifying the Web Client Timeout ............................................... 147

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Document History

Edition Date Changes / Comments / Details

01 07-06-2012 Initial Document R2.2 Admin Guide
02 09-08-2012 Corrected for English and non technical
Corrected for English
03 06-09-2012
Updated both non technical & technical information
04 17-09-2012 Updated Known Limitations
05 26-09-2012 IP Attendant Client Utility Documented
06 04-09-2012 Removed (Attendant EE) from Known Limitations
07 22-10-2012 Removed Purging Utility information as this is now documented separately
Added section on Amending the local admin Identity
08 23-10-2012
Added section on Encrypting the local admin Identity
Updated the IP Attendant limitations
Corrected Appendices contents issue
09 21-11-2012
Included third party component download references
Additional minor grammar Corrections
Updated Known Limitations to specify that VAD is NOT supported for IPDR
10 03-12-2012 Updated Known Limitations to specify that only 1 MSM connection is supported
Corrected for English and non technical
11 09-01-2013 Updated Node configuration to include Networked DR-Link Recording option
Included instructions on how to increase/decrease the Web Client Timeout
12 21-01-2013 Updated agents sections to include descriptions for Enable Pause Action, Enable
Console, Enable QM & Enable IOD
13 23-01-2013 Included warning notes for remote note & PCM II configuration
Updated known issues to state that conference calls recorded in a multi-node
environment could result in lost calls
14 28-01-2013
Updated known issues to state that nodes must be configured to use the same
codec in a multi-node environment
Transformed backup information into Backup procedure
15 07-02-2013 Added new section on restoring OmniPCX RECORD after a system failure
Corrected for minor grammar issues
Updated SNMP Section as it conveyed incorrect information
16 05-03-2013 Updated known limitations to state that ROD from IP Handsets is not supported
for High Availability
Removed HA from known limitations for IP Attendant Recording as this is now
supported
17 20-03-2013
Amended to refer to “OmniPCX Console Recording Agent” in installation guide
rather than “IP Attendant Client utility”
18 03-04-2013 Updated to state that calls „Will‟ be lost during a failover, not „May‟ be lost
Updated SNMP Statement
Updated Statement relating to HA Primary / Secondary switch over
Included statement recommending that the Storage & Archive locations should
19 22-04-2013
not reside locally on the OmniPCX RECORD server
Included warning stating that the OmniPCX RECORD server should be restarted
when any new licenses are applied.

Changed High Availability (HA) to Warm Standby (WS) throughout document

Added explanation for static licenses
20 03-06-2013 Added short explanation of Warm Standby heartbeat & Synchronization processes
Included section detailing the database migration procedure
Stated the maximum number of support recording channels
Started that IP handsets can only be recorded using IPDR or DR-LINK, NOT both

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Edition Date Changes / Comments / Details

Updated the Attendant Console Limitations

Updated Known Limitations with maximum supported Silent Monitoring Sessions
Added new „Total Recordings Report by Extension‟ which is available in release
21 12-06-2013
2.2.2.13 onwards
Amended Known Limitations to state that the OmniPCX RECORD Server Regional
settings must not be changed
22 11-07-2013 Added multiple IPDR Logger details
Updated to state that CLI & DDI will be displayed as 'NA' for attendant calls.
23 15-07-2013
Renamed „Warm Standby – WS‟ to „Recorder Warm Standby – RWS‟
24 06-10-2013 2.3 Initial Release
Updated link to Microsoft Clustering Step-by-Step guide and added comments
stating that clustering may not be available in all versions of Windows.
Corrected statement saying that Agent is notified by email if PC desktop cannot
25 25-11-2013 be accessed. The email is actually sent to the standard System Settings email.
Stated that IP Attendant recording is only support using 4059EE with 4068 + 4038
Added comment to Admin Guide - Warm Standby section explaining that
Packetizers are merely resources and do not Fail Over
26 10-12-2013 Updated Known Limitations with Silent Monitoring Restrictions
Removed Screen Capture Hold from Known Restrictions
Inserted statement on Screen Capture Hold Time
Included New Agent Screen Capture SNMP Trap under SNMP Traps
27 13-01-2014
Amended Statement regarding Screen Capture Server Access failure
Amended System Usage Report
Added statement on using 2.2 licenses with 2.3
Amended statement on using 2.2 licenses with 2.3
28 20-01-2014
Amended History date on row above to 2014
Added note stating that Licenses applied to Multi-node solutions are applied to
the first Node.
Added statement explaining that „Play Selected‟ is not supported for encrypted
calls
29 04-02-2014
Updated Recording Report with Ignore On Demand (IOD)
Included detail son multiple SNMP Receiver IP Addresses
Added notes regarding new SNMP, SMTP & Report Header Reset Buttons
Updated the Report Header Settings section
Updated storage settings to state that shared folder locations are supported
30 28-02-2014 Added PCS servers to Satellite recording
Included a default permissions matrix that covers each default permission group

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1 Scope
1.1 Overview

1.1.1 Purpose of this guide

Being an Administration guide, this document is intended for IT literate people who will
be configuring OmniPCX Record . This means that they will be assigning extensions to the
system to be recorded. These extensions may be related to specific users and then all the
moves and changes regarding extensions and users will have to be updated on a regular
basis. Recording filters will have to be set up and updated. These are the instructions
which tell OmniPCX Record whether to record or ignore particular calls. This guide is for
the latest version of OmniPCX Record v2.x

1.2 What's new

To see what is new in version 2.x, please refer to the product release notes supplied with
the software.

1.3 Known limitations / restrictions

The recording capabilities of this application have the following limitations:

1. Pre-recorded Agent messages, also known as “Salutations”, will not be recorded.

2. Screen capture recording will not work when:

o The workstation is in a locked state.

o The recording format is set to MP3

3. IP Attendant Recording will only work with the following handsets:

o 4059EE IP Attendant with a physical 4068 & 4038 phone

o 4059EE IP Attendant with an embedded soft phone

Additional IP Attendant Limitations

o Screen Capture currently not available at IP Attendant extension

o Recording filters can only be used in conjunction with Caller or Called
number
o Hold Time is not recorded when an IP Attendant call is put on hold
o IP Attendant recording is not supported in a virtual environment, or with
when using encryption, or when using Thales
o Unlike VoIP and TDM Recording, Attendant calls may also include the ringing
tone that is heard before the call is answered

IMPORTANT, if the call is disconnected before it is answered, „only‟ the

ringing tone will be present in the recorded file

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o When using an attendant keyboard to hold, retrieve or make a consultation

call, OmniPCX RECORD will generate two files. The first will contain the
conversation prior to call being held and the second will contain the
conversation that commenced after the call was retrieved or transferred

IMPORTANT, if the call is disconnected while it is on hold, „only‟ the first

part of the conversation will be recorded. Therefore, when reviewing the
call it may appear that the recording is incomplete

Note: During transfer & conference calls, an additional file will be

generated for each new call that is made

o When using an attendant keyboard to make an external call, your telephone

system first makes call to obtain an outside line and then a second call to
the number dialed. Under these circumstances, OmniPCX RECORD will
generate two recorded files. The first (for obtaining the outside line) may
include the ringing tone but after this will be silent. The second will contain
the phone conversation.

IMPORTANT, if the call is disconnected before it is answered, „only‟ the first

file will be present and this will only contain ringing tone followed by
silence. Therefore, when reviewing the call it may appear that the recording
is incomplete

o OmniPCX RECORD cannot differentiate between single and multiple lines on

Attendants Extension. Therefore, currently ALL calls made from the
Attendants extension will be recorded

o Attendant calls are always displayed as inbound, Internal as the solution

cannot currently identify the call direction or call origin.

o Attendant calls DO NOT store a CLI or DDI as this is currently unavailable and
will therefore be displayed as „NA‟. The only information available for an
Attendant call is the „Device‟, which will be populated with the Agents
extension number.

o OmniPCX RECORD currently supports a maximum of 8 console operators

o Silent Monitoring currently does not work with Auto Attendant Calls

4. Encryption is not currently supported for screen capture. Screen capture can still be
used but these audio/video files calls will not be encrypted.

5. Digital Signatures & Call Encryption are only available when the Encryption module
is installed

6. Voice Activity Detection (VAD) is NOT SUPPORTED by OmniPCX RECORD for IPDR
recording

7. OmniPCX RECORD currently supports 1 Media Security Module (MSM) connection.

This also applies in a Multi-Node Environment

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8. OmniPCX RECORD currently supports 1 PRS connection for “Record on Demand”.

9. ROD from IP handsets is NOT supported for Recorder Warm Standby.

10. Multi-Node Limitations

o Conference calls recorded in a multi-node environment could result in lost
calls

o In a multi-node environment, all nodes must be configured to use the same

codec to prevent calls being lost when transferring calls between nodes.

11. The maximum number of channels that can be recorded simultaneously is currently
400

12. It is only possible to record IP handsets using either the IPDR-LINK or DR-LINK. It is
NOT possible to distribute recording of IP handsets across both interfaces.

13. Silent Monitoring currently supports a maximum of 5 concurrent sessions. Should the
maximum number of sessions be exceeded, a message will be displayed stating that
the number of requested sessions has exceeded the maximum allowed.

14. At no point should the Regional Settings of your OmniPCX RECORD server be
amended as this cause issues with the software.

15. Silent Monitoring can only monitor calls that are being recorded.

2 Glossary of Terms
CSTA  Computer Supported Telephonic Application (CTI)

ICS  Integrated Communication System

IIS  Internet Information Server

OXE  OmniPCX Enterprise (PBX)

PBX  Private Branch Exchange

SMTP  Simple Mail Transfer Protocol

SNMP  Simple Network Management Protocol

TCP  Transfer Control Protocol

TDM  Time Division Multiplexing (Digital and Analogue)

UC  Unified Communications

UDP  User Datagram Protocol

VoIP  Voice Over Internet Protocol

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RWS  Recorder Warm Standby

3 Introduction
3.1 Overview – The Product
Voice recording has always been a sophisticated and a rather expensive application, until
now. OmniPCX Record for Enterprise companies is the first voice recording application from
Alcatel-Lucent. The software is supplied as a full Windows based application and has been
tightly integrated specifically for use with the Alcatel-Lucent‟s OXE platform.

There are a range of additional modules. The first is screen capture which captures what the
agent is doing on the PC and syncing it with the audio, there is also a silent monitor option
for Group Admin users to listen in to calls without being heard and last but not least a
quality monitor and coaching application so that after the call has ended, agent evaluation
programmes can be implemented and calls scored. There is also a multi-node license for
configurations which include one or more nodes.

Whilst providing the features and functions of a high-end voice recorder, the application is
also perfect for the small to medium-sized enterprise, because it is so intuitive and simple
to use and also because of its competitive pricing. It‟s as good at 20 users as it is at 400.

After installing the application as set out in this installation guide, the administrator can
then take over and start setting up which extensions are to be monitored and recorded. Each
of monitored extension consumes one user license. If the extension is not configured in the
system, then those extensions will not be recorded and are outside of the OmniPCX Record
application.

This manual is for OmniPCX Record release #2. If you are a first time user then you can
install the application and use it straight away. If you are running release #1 you will have to
follow an upgrade path, which is detailed later in this manual.

3.2 Intended Readership

This manual targets the System Administrator. This manual is not relevant to the
installation of the product, or to users of the system

3.3 Applicability Statement

This manual applies to the administrative activities related to: OmniPCX Record version
2.x.

3.4 Overview of this manual

This manual begins at the point where the Installation Guides ends. This manual explains
the administrative activities involved in making the application “user ready”

To start with the manual provides an overview to give the reader an idea of the way in
which the system works and architecture which is relevant to this.

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All the activities are explained firstly in words and then with screenshots for reference.
This will help the reader visualise the system and better understand the logic.

A Table of Contents is provided at the beginning of this manual which includes hyperlinks.
This will enable the reader to jump to any section that is deemed relevant.

Sometimes we only show a small part of the overall screen. Used for illustration, this helps
to focus the reader on what is important

3.5 Licensing
This is explained in the body of this guide

3.6 Customer Support

Please contact your system administrator or Alcatel-Lucent Business Partner for support on
this product

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4 Administration – Startup
To open the OmniPCX RECORD Administration Console, click on:

Start  All Programs  Alcatel Lucent  OmniPCX Record  OmniPCX Record Admin
Console

The following screenshot illustrates this:

SCREENSHOT – Invoking OmniPCX Record Admin Console

Once you activate this link, the resultant screen is displayed as below.

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SCREENSHOT – Login screen

The relevant portion of this screen is magnified. This shows that this is the login screen.
You will have to key in Administrator‟s login Username and Password. By default, they are:

Username - admin
Password - admin

After keying them in, click the Login button. You will see the following screen:

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SCREENSHOT – Default screen – Search Calls

This is the screen that you will work from which will allow you to navigate around the
application using the left vertical panel. If you need to expand the size of the work area,
simply click on either or both of highlighted areas in the image above

Below is the full view of that left panel:

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SCREENSHOT – Complete list of links

To start, we will be focusing our work on the section titled: Manage in the left panel. In
this section, you can go to required section by clicking on it. For every click, the main
page to the right will change to the corresponding display. Your task is to go through each
link and customize the application to your requirements. What follows should give you
everything you need to achieve this. We recommend that you work on these links, in the
following order.

o System
o Nodes
o PCM II Settings
o Storage Settings
o Call Flags
o Permissions
o Teams

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o Extensions
o Agents
o Recording Filters
o Traces
o Decrypt Audit Log
o Server

After completing each section, click on the UPDATE button for that section. But please
note that for the changes to take effect, you must restart the system. You should make all
the changes with all the links before you restart the system, and not when you have
completed each section. This is simply too time consuming.

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5 System
When you click on this link, a long page is displayed. It has nine different sections. They
are displayed in the order of the screenshot:

o System Settings
o Recordings Transfer Settings
o PRS Settings
o Recorder Settings
o SNMP - Supervisor Settings
o SMTP Settings
o Radius Server settings
o Language Settings
o Reports Header Settings

A screenshot of each section is given below and a separate explanation for each is written
underneath each item. Cumulatively they make up the long display described above.

At the bottom of each section, you will find the button. Once you update a
section, you must click on this button to save your entries. Clicking on this button does not
close the current screen, so you can click on this button and continue working on other
sections. For all changes made to take effect, you will need to restart the recording
service.

5.1 System Settings

This is the first section. See screenshot below:

SCREENSHOT – System Settings

Server Role:

Primary is selected by default. If you wish, you can select the Secondary. When you
select it, the caption below will change accordingly from: Primary Database information
to Secondary Database Information.

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Server Name:

The Server provides an arbitrary name for the OmniPCX RECORD Server.

Server Mode:

The Server mode depicts if the server is defined as a „Satellite‟ recorder, central „Master‟
recorder or neither. For more information on Server more, see Satellite Recording.

Primary Server IP:

The Primary Server IP address that you gave during the installation is displayed here. You
do not need to change it. If, however, you do need to change it, then you can overwrite it
here.

Secondary Server IP:

This entry is optional and is only of use when you have “Recorder Warm
Standby/Redundancy”. If this is a single server solution then you can ignore it.

Secondary Database Information:

This will display as Primary or Secondary Database Information, based on the selection you
make in the Server Role field. This is optional. The fields here pertain to
Primary/Secondary Database Server and are self-explanatory.

Once done, click on button

5.2 Recording Transfer Settings

Transfer Media: Specifies the method that will be used to upload the Satellite recordings.
Available options are as follows:

o FTP – uses „standard - FTP‟ to upload the recordings to the transfer location
o SECURE FTP – uses „Secure – FTPS‟ to upload the recordings to the transfer
location
o Uploads the recordings to a standard network location that is used for
transferring the Satellite recordings

FTP URL: “Only Available when Transfer Media is set to FTP or Secure FTP”, Specifies the FTP Server
Resource.

Network Path: “Only available when Transfer Media is set Network”, Specifies the Network folder used
for uploading the recordings.

Username: Contains the username required for accessing the chosen FTP server resource

Password: Contains the password required for accessing the chosen FTP server resource

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Passive Mode: Specifies that „Passive Mode‟ should be used when accessing the chosen
FTP resource

Schedule Interval: Specifies the scheduled interval „In Minutes‟ for downloading satellite
recordings

Once done, click on button

Note: For a more detailed understanding of the „Recording Transfer Settings‟ refer to
Satellite Recording

5.3 PRS Settings

Screenshot of PRS Settings section:

SCREENSHOT – PRS Settings

OXE PRS IP:

This refers to the IP address of Alcatel-Lucent Presentation Server. This can be OTUC or
the XML API server. This is an optional extra for additional features.

Note: Use of “Record on Demand” with IP Touch Phones can only be implemented with a
presentation server which drives the IP phones. If no Presentation server is available
Record On demand should be accessed via the OmniPCX RECORD agent portal

OXE PRS Version:

In this box, the version of OXE PRS will display automatically. If you want to change it, you
can key it another version number. This application accepts version 5.0 and above only.
For your reference, it works as follow:

Application PRS Version

UC 5.0 5.0
UC 5.1 5.1
ICS 6.0 5.1
ICS 6.1 5.1

Now you can click on the button.

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5.4 Recorder Settings

SCREENSHOT – Recorder Settings

5.4.1 Alert Email

The Alert Email specifies where an email should be sent in the event of a system
failure/issue such as a shortage of licenses. It is recommended that you supply a group
email address so that multiple personnel are informed when an issue occurs.

5.4.2 Network Adaptor

This field is used to specify which Network Adaptor will be used to record Attendant Phone
calls. To ensure you select the correct adaptor, check with your network administrator who
must first mirror the Attendant Phone traffic to ensure it is being sent directly to the
appropriate network adaptor.

5.4.3 Enable Wrapup

This field enables wrapup for screen capture calls.

Note: Wrapup is only available for Screen Capture Calls.

5.4.4 Wrapup Initial Wait

This field specifies the period of time (In Seconds) that the screen capture server will wait
for a wrapup start signal to be received from the Telephone System. If no Wrapup start
signal is received from the Telephone system, Screen Capture will automatically become
available after the „Wrapup Initial Wait‟ time expires.

If, however, a wrapup start signal is received from the telephone system, Screen Capture
will NOT become available until a wrapup finished signal is received from the Telephone
system

Note: For information on configuring Wrapup on your telephone system, please refer to you
Alcatel-Lucent Business Partner.

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5.4.5 Date Format

The date display plays an important role in this application. This field enables you to
select the date format. This dropdown box gives you the following choices:

o US format (default) – MM-dd-yyyy

o UK format - dd-MM-yyyy
UK format applies to the rest of the world
5.4.6 Recording Type
Against this, the choices available are:

o GSM610
o WAV
o MP3

The default value is: WAV. For the same recorded matter, each format will result is a
different file size. Normally, the better the quality of the recordings the more memory it
consumes. You can make your selection accordingly, based on your company preferences.

The following table provides information on the file size for different recording formats
with Video highlighted in red and italicised

Recording Type / Recording

File Size
Format Duration

GSM AUDIO 1 min 100 KB

(RECOMMENDED)

GSM VIDEO 1 min 2,485 KB

MP3 -32 bit 1 min 300 KB

MP3 -64 bit 1 min 521 KB

MP3 -128 bit 1 min 1,030 KB

WAV AUDIO 1 min 2,048 KB

WAV VIDEO 1 min 2,060 KB

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5.4.7 Recording Beep

In this dropdown box, you have three options:

o Off
o On
o On Call Start

The beep is often played to let people know that they are being recorded. The default
value is: Off. If this is selected no beep will be heard at any point. This means that there
will not be any audio alert for a call being recorded. Most often the beep selection will
depend on the country‟s legislation on the matter.

When Recording Beep is: On, a beep will be heard, during the calls that are recorded.

When Recording Beep is: On Call Start, a beep will only be heard at the beginning of the
call.

5.4.8 Beep Interval

The Beep Interval active status depends upon the previous entry: Recording Beep. Only if
you select On against Recording Beep, does this field become active. In the dropdown
box, the numbers given are 15, 30, 45 and 60. These numbers indicate seconds. Your
choice here determines the beep interval during the recording.

5.4.9 Pause Recording

With the OmniPCX Record system, you have the facility to amend the recording status
throughout the call. Once you have commenced recording, you can pause it using a soft
“pause button” from the web browser. You can also set the system to resume recording
after “n” secs.. If you have given 20 seconds here, once you have paused, the recording
will automatically resume after 20 seconds.

5.4.10 Delete Recorded Calls

By default, OmniPCX RECORD is not set to randomly delete calls. However, an example of
this feature could be as follows:

Delete recorded calls 50% randomly after every 1 hour(s)

This means that every 1 hour, 50% of any stored calls will be deleted automatically. This
deletion service picks calls on a random basis. These values can be changed to suit your
requirements. The hour dropdown box provides values from 1 through 24 –and you can only
specify whole numbers or full hours.

This process happens as specified when this system is operational. At the end of each hour
the process runs. If, however, you close down the system and restart it, the deletion
process is immediately run for those calls which have not yet had the process applied to
them, irrespective of any other settings Your original settings will then take effect again
from the moment the recording server becomes active .

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The deletion is done in this manner 50%; 1 hr., settings

Suppose you have recorded 40 calls in one hour. At end of the hour, 50%, (that is 20 calls)
will be deleted. This deletion will be on a random basis. You now have 20 calls remaining.
These 20 calls having had the process applied to them will not be considered in the process
for a second time.

Now in the second hour, let‟s assume you have recorded 60 more calls, 50% of these calls
that is 30 calls will be deleted at random. This leaves 30 calls remaining. So, in total, you
have 20 + 30 calls = 50 calls. Again, these calls (50) already having been subject to the
process, will not be deleted during the next deletion process.

If you leave the box: Delete Recorded Calls empty, there will not be any deletion of calls.

Once done, click on button

Encrypt Recording

You only have two options: Enable and Disable. Select the one that is appropriate

5.4.11 Encryption Password

Encrypted recording requires a unique password that is used to both encrypt & decrypt
recorded calls. To amend the password used to encrypt calls, enter a password in the box
as shown below:

IMPORTANT! Note: encryption is not currently supported for screen capture. Screen
capture can still be used but these calls will not be encrypted. Additionally, any calls that
were encrypted prior to changing the encryption password will no longer be accessible as
the same password is also used for decrypting recorded calls.

Note: As mentioned in the alert message earlier, the Recording Server will need to be
restarted before call encryption will take effect.

Once done, click on the button

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5.5 SNMP – Supervisor Settings

In a typical SNMP set up, one or more of the administrative computers have the task of
monitoring or managing a group of hosts or devices on a computer network. Each managed
system (also called a Slave) executes, at all times, a software component called an agent
(see below) which reports information via SNMP messages to the managing systems (also
called Masters).

Essentially, SNMP agents expose management data on the managed systems (Slaves) as
variables (such as "free memory", "system name", "number of running processes", "default
route"). But the protocol also permits active management tasks, such as modifying and
applying a new configuration.

The agent (which is on the Slave) will send data without being asked, using TRAP protocol
operations to the managing system (Master). The monitoring operations are usually
performed on a regular basis.

The variables accessible via SNMP are organized into hierarchies. These hierarchies, and
other metadata (such as type and description of the variable), are described by
Management Information Bases (MIBs). If you have installed this application in C: drive,
then you can load the MIB file from the following location:

C:\Program Files\Alcatel-Lucent\OmniPCXRecord Suite\Server\SNMP MIBS

The SNMP protocol operates in the Application Layer of the Internet Protocol Suite (Layer 7
of the OSI model). Typically, SNMP uses UDP ports 161 for the agent and 162 for the
manager. The manager may send requests from any available source port, to port 161 in
the agent (destination port). The agent response will be returned to the source port. The
manager typically receives notifications (TRAPs and INFORMs) on port 162. The agent may
generate notifications from any available port.

OmniPCX Record broadcasts SNMP Alerts so that system various information such as low
disk space can be monitored using a SNMP client. To allow SNMP alerts to be received by
your SNMP client you need to provide the following information:

o Receiver IP(s)
This is IP address of the PC where your SNMP client is installed. You can
supply up to 2 Receiver IP addresses.

o Port Number
This is the port that you chosen to monitor from your SNMP client

o Community String
This is word shared with your SNMP client that prevent the SNMP messages
being intercepted by another SNMP client that may be on your network

Once done, click on button

Note: The SNMP Settings can be reset by clicking the „Reset Button‟

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5.6 SMTP Settings

OmniPCX Record provides the ability to send recordings to colleagues via email. In order to
activate this email feature you need to provide details of the SMTP server that will be used
to send the emails.

To allow calls to be sent via email from OmniPCX Record, you need to provide the
following information:

o SMTP Server
This is IP address or domain name of your SMTP server

o SMTP Username
This is the username used when sending emails from OmniPCX Record to
your SMTP server

o SMTP Password
This is the password used when sending emails from OmniPCX Record to your
SMTP server

Once done, click on button

Note: The SMTP Settings can be reset by clicking the „Reset Button‟

5.7 Radius Server Settings

OmniPCX Record has both the ability to store usernames and passwords as a stand-alone
application or for enterprises that already use a Radius server to authenticate users; it can
send all requests off for authentication. The section looks as below:

SCREENSHOT – Radius Server Settings entry section

To activate this, you will have to key in the values for the following:

o IP address of Radius Server

o Secret Key to be used in pair with that Radius Server

Then tick the check box: Allow Authentication, and click Update. This activates the
Radius Server authentication. You will get a message confirming this.

Now, when a user whose name is registered with the OmniPCX Record server tries to login,
he will be authenticated by the RADIUS Server and he will be allowed to login. If the user
is not available in the RADIUS server, then access will be denied. This restriction does not
apply to the Administrator.

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5.8 Language Settings

The OmniPCX Record interface can be presented in several languages. You can choose the
appropriate language by selecting it from the dropdown list as show below:

SCREENSHOT – Radius Server Settings entry section

Once done, click on button

Note: When the display language is change, you will be automatically logged out of the
system and will need to log in again in order for the changes to take effect.

5.9 Reports Header Settings

Here you can choose a company logo or appropriate image that will be displayed on your
reports.

To apply a logo, first select the Product that you wish to apply the logo to. This can be
either OmniPCX RECORD or Quality Monitor.

Next, click the „Browse‟ button and browse to the image of your choice. Once you have
located your chosen image, select it and then click „Open‟

Once done, click on the button

Note: The Report Header Settings can be reset by clicking the „Reset Button‟

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6 Nodes
OmniPCX RECORD version 2.1.x and higher includes the ability for “Multiple Nodes” to be
included as part of the OmniPCX RECORD recording process. To add a node, simply follow
the instructions given below:

First, select Nodes from the left menu panel. You are now presented with the following
screen:

SCREENSHOT – Nodes

6.1 Node Settings

o Primary hostname/ IP Address- In this field, enter the IP address of the primary
Node.

o Secondary hostname/ IP Address- In this field, enter the IP address of the

secondary Node. If your primary node does not have an associated secondary
node, leave this field blank.

o IPDR Logger Address, This setting offers the ability for multiple LAN addresses to be
associated with the OmniPCX RECORD server and to allow each LAN address to be
associated with a separate NODE.

This is necessary because when using IPDR & OmniPCX RECORD in conjunction with
an MSN module, the OPXR server „must‟ be connected to the same network as the
MSN module.

Note: Multiple network addresses can be configured on the OmniPCX RECORD

server by associating 3 IP addresses to a single network card, or by installing 3
separate network cards.

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Sample Diagram:

Enter the IP address that is to be associated with the node you are providing.

Note: If the IPDR Logger Address is left „Blank‟, the OmniPCX RECORD default IP
address will be used to receive the IPDR logger traffic.

o Remote recorder for network DR Link – This option only applies in a networked DR
Link environment. In order to record via a remote Packetizer, first tick the box
and then from the drop down list select the Node where the Packetizer is
connected.

IMPORTANT: The Remote Node drop down list will NOT include Nodes that do not
have a Packetizer assigned to them.

o Description - In this field, enter a description for the Node, for example “Site 1”

Finally, once you have entered the details into each field, Click Save. You will now see
your new node added to the list of available nodes as shown below.

Note: When adding Nodes or modifying Node details, the OmniPCX RECORD server must
be restarted before the changes will take effect

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7 PCM II Settings
The functionality of the PCM II Cards is to enable call recording from analogue & digital
phones. This is associated with the Packetizer that converts analogue and digital signals
into IP packets and sends them to Voice Recording System.

Under this link, the opening page is for searching existing entries. A link at the top right of
this page takes you to the page where you can add more PCM II Cards.

7.1 Find a PCM II Card

When you click on PCM II Settings link, the following page opens:

SCREENSHOT – Search PCM II Settings

The filter Field Name provides you with following two choices:

o Packetizer IP
o Packetizer Port
o PBX IP

Choices under the filter Criteria are:

o begins with
o contains
o ends with
o is exactly

The Criteria you select here, acts as a qualifier for the entry that you give against Find.

Then select the number of results per page at right, and click on Find button to list the
results.

7.2 Add PCM II Card

In the search page, in the top right-hand side, you can find the link: Add a PCM II Card as
shown in the screenshot below:

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SCREENSHOT – Link to adding PCM II Card

This is the place where you can add more PCM II Cards. Click on it and it will display the
screen shown below:

SCREENSHOT – Adding PCM II Card

Below are the definitions of what needs to go in each box.:

PBX IP * – In the first box select the appropriate PBX IP Address to which the Packetizer is
connected.

IMPORTANT: The PBX IP drop down list will NOT include the IP addresses of the Nodes that
already have a remote node assigned to them.

PCM II Physical Address – In the second box enter the shelf address of OXE (Crystal). In
the second, enter the Board address of OXE (Coupler).

Packetizer IP – The Packetizer IP address should be unique and will be supplied by your
network administrator.

Packetizer Port – This is the Port number of the Packetizer to be configured in the
OmniPCX Record configuration. The default port number for this is: 9000.

Once you have made these entries, click on the Save button to save your entries

Note: You must repeat the above process for each PCM II card that OmniPCX Record will
utilize for analogue & digital voice recording.

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8 Storage Settings
Click on the link: Storage Settings, in order to open the following screen:

SCREENSHOT – Storage Settings

8.1 Drive Free Space Information

This screen lets you specify the location where you want your recordings to be stored. You
can use the first section: Drive Free Space Information to find out which drive has more
space for storage. Accordingly, you can give the specifications in the next section.

When you click on the drop down box against Select Drive, it will list all the available
drives on your hard disk. When you select any drive from this list, you can see the below
portion change accordingly, both in hard data and pictorially. Once you have reviewed the
data by drive you can then decide which drive(s) you wish to allocate to both the storage
and archiving of recordings.

8.2 Audio Storage Path Information

From the previous section, you will have decided where to store and archive recordings.
You will now have add this path data manually to the appropriate fields

Repository Storage Path refers to the location where completed recordings are stored

Processing Storage Path refers to the location where recordings in progress are stored

Archive Path refers to the place where the archiving server will store recorded calls so
they can be backed up.

Note: It is recommended that your Storage & Archive locations are NOT local to the
OmniPCX RECORD Server. This will help to prevent server issues if the disk space becomes
extremely low.

Once done, click on Update

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8.3 Audio Folder Structure Information

During the recording process, calls are created, assembled and stored in several sub
folders. Although it is not imperative to know the applications internal folder structure, it
may help when addressing requirements such security & backup.

Note: The details below are provided for your information only and assume that the
application was installed in the default path. If the application path was amended during
the installation you will of course need to substitute the root folder name with the one
that was supplied during the installation of the OmniPCX RECORD product.

Default Root Folders:

Repository Storage Path

“C:\Program Files (x86)\Alcatel-Lucent\OmniPCXRecord Suite\OmniPCXRecord\”

o Sub Folders

Repository - (Contains final files with required format after mixing)

Processing Storage Path

“C:\Program Files (x86)\Alcatel-Lucent\OmniPCXRecord Suite\OmniPCXRecord\”

o Sub Folders

Incomplete - (Contains raw files currently being recorded)

Complete - (Contains completed recorded files)
Processing - (Contains recorder mixing files)
BBOX - (Contains raw file / Wav files / mixed files)

Note: Unless otherwise specified, the Repository & Processing storage paths are the same
by default when the system is installed.

Note: Live & Archive Storage locations for OmniPCX RECORD will support both local NTFS
HDD, SAN, NAS and shared network folders.

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9 Call Flags
Call flags are additional and searchable custom fields that can be created for calls:

SCREENSHOT – Call Flags

In this section, you can learn how to assign a tag to each of the coloured flags. These flags
will be used elsewhere in the application for adding additional and customised data. This
also makes it quick to identify by recognising the colour of each flag.

Against each coloured flag, key in the description that you want that flag to be.

Once done, click on Update

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10 Teams
When you click on the Teams link, it opens the following page.

SCREENSHOT – Add Team – opening screen

In a large organization where call centre type services are offered, people may be
organized into teams, often it‟s by skill or product knowledge. Description of skills or
product knowledge can be assigned to teams here. Once you have added your teams, they
will be displayed for future retrieval.

To add a new team, key in the name of the team in the first box, and write its description
in the box below. Then click on Save to save this entry.

Once you have added a new entry, it is displayed at the bottom of the screen, under the
captions: Teams and Description – see screenshot above

Finally, at the right hand side of each entry, you can see the following icons:

When you click the icon, the entry is deleted. When you click the icon, the entry is
opened on the screen for editing.

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11 Extensions

11.1 Find an Extension

When you click on the Extensions link, the following search page opens as shown below:

SCREENSHOT – Search Extensions

To begin with the table will be empty. As you search for more and more extensions, so the
table will fill up.

The filter Field Name provides you with following two choices:

o Extension
o Recording Interface
o Handset Type
o MAC Address
o PBX IP

Choices under the filter Criteria are:

o begins with
o contains
o ends with
o is exactly

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The Criteria you select here, acts as a qualifier for the entry that you give against Find.
Then select the number of results per page at right, and click on Find button to list the
results. If you leave the Find box empty, all entries will be listed. You can find the list at
the lower part of the screen.

Under the captions Recording and Recording on Demand, you will find a Red or Green
colour icon.

A Red icon indicates that it is disabled

A Green icon indicates that it is enabled.

At the right of each entry, you can see the following icons:

When you click the icon, that entry is deleted. When you click the icon, that entry
is opened on the screen for editing. see screenshot below:

SCREENSHOT – Extension - Editing

When in edit mode for existing extensions, you cannot change the Extension, Recording
Interface, Handset Type or PBX Node.

Once done, click the Save button to save the changes

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11.2 Add Extension

At the top right of Search page, you can find the link Add Extension, as you can see in the
screenshot below:

SCREENSHOT – Add Extension link

Click on the link. It opens the following page, where you can add more Extensions:

SCREENSHOT – Extension adding page

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Extension: You can simply key-in the extension number. It is a numeric entry. It does not
accept non-numeric values

Note: The extension number in case of CCD environment should be the agent number.

Recording Interface: In this dropdown box, you have three choices: IPDR, DR-LINK & IP
Attendant. If the extension is NOT IP, select DR-LINK. However, if it is IP then you could
elect to have either IPDR or DR-Link. In a mixed analogue/digital IP telephone environment
you will probably be using the DR-Link for both TDM and IP/SIP Handsets. Where the
environment is exclusively IP, then IPDR is definitely the most likely choice. You must
check this. Finally, if you are adding an Attendant Phone, choose IP Attendant.

Handset Type: Choose the appropriate Handset Type from the drop down list. Handset
types are as follows:

o IP
o Analogue
o Digital
o SIP

PBX Node: from this dropdown box, select the Node that the extension is associated with.

Enable Recording: When you check this box recording is enabled for this extension.

Enable Recording on Demand: If you check this box, the agent is given permission to
activate recording from the user interface or directly from the handset when configured.
This checkbox will only be enabled when „Enable Recording is checked‟. If you are using
this feature in conjunction with IP Touch phones 4028, 4038 or 4068, a message is
presented on the handset that enables the user to choose if he or she wishes to record the
entire call, or record it from this point onwards.

Note: There are three options to choose from. These include „Off‟, „Record Entire Call‟
and „Record from Now‟. Choosing the appropriate ROD option should be carefully
considered due to the following reasons:

1. When „off‟ is selected, ROD is disabled for the selected Agent and no options for
ROD will be made available during a call.

2. When the „Record Entire Call‟ option is granted to an agent, the Agent will also
have the ability to „Record from Now‟.

3. Because „Record Entire Call‟ captures the call from the very beginning, calls taken
by the agent will immediately consume a recording license when a call is
connected.

4. When the „Record from now‟ option is granted to an agent, the agent will NOT
have the ability to „Record Entire Call‟.

5. Because „Record from Now‟ begins to capture a call only when requested, calls
taken by the agent will only consume a recording license after the Record from
Now option is selected.

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IMPORTANT: Record on Demand will be available but NOT function unless the system
filters Default action is set to „Ignore‟

Note: When using Record on Demand from an IP Touch Phone, you will have to install and
configure a Presentation Server (PRS). For more details on PRS, see section on
Presentation Server Configuration. If no Presentation Server is accessible, Record on
Demand can still be accessed from the Agent Portal, but not from the agents IP Touch
Phone.

Static License: OmniPCX RECORD licenses are issued dynamically when calls arrive that are
to be recorded. The Static License option enables you to specify that licensed license must
always be reserved for this extension. This means that should you exceed the total number
of available licenses, this extension will always be recorded

Note: If you are exceeding your maximum number of licenses on a regular basis, you should
consider reviewing the number of licenses you have purchased. This is an important
consideration when adding new extensions to the system as each new extension will
consume a license.

Now click the Add button. The extension is then listed in the lower part of the screen.

11.3 Other Links:

You have a link: Export Extension. You can use this link to export the list of extensions
with their details to a .CSV file. This feature is useful if you want to modify a large number
of extensions simultaneously. Similarly, you can find the link: Import Extension. You can
use this link to import new or modified extensions with their details into OmniPCX Record.
This file should be in the correct .CSV file format, which can be generated using the Export
Extension option explained above.

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12 Permissions Groups
OmniPCX RECORD release 2.3 and higher includes the ability to configure system permission
groups that can be applied to agent profiles in order to restrict their access to specific
features & functionality.

By default the software comes pre-configured with 4 permission groups. These groups
mentioned (below) are static and cannot be modified or removed.

o Super Admin - Members of this group are provided with comprehensive access to
all system features and functionality

o Group Admin - Members of this group are permitted to access standard Agent
features but also have the added benefit of being able to silently monitor and
review other team member‟s calls.

o Agent - Members of this group are permitted to access standard Agent features
and can review their own calls only.

o Configuration Manager - Members of this group are permitted to Add/Edit system

configuration details such as Recording Filters, Agent Details & Extensions

SCREENSHOT – Default Permission Groups

Note: A full list of the permissions that can be enabled and disabled can be found below.
Additionally, the state of each permission has also been provided for each of the default
groups mentioned above.

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Super Group Config

Agent
Admin Admin Manager

Agent
View Agents Enable/disable the ability to view
 
agents.
Create/Edit Enable/disable the ability to
 
Agents create/edit agents.
Delete Agents Enable/disable the ability to delete
 
agents.
Import Agents Enable/disable the ability to import
  
agents.
Export Agents Enable/disable the ability to export
  
agents.
Bypass radius Enable/disable the ability to bypass

authentication radius authentication.
Silent Enable/disable the ability to silently
monitoring of monitor supervised teams.
supervised
teams
Enable Pause Enable/disable the ability to pause

Action recording.
Enable Console Enable/disable the ability to access

the console.
Enable QM Enable/disable the ability to access
  
quality monitor.
Enable IOD Enable/disable the ability to ignore

on demand.
Enable Enable/disable the ability to manage

Permissions permissions.
Enable Enable/disable the ability to allow
Recording access to recording actions.  
Action
Enable Enable/disable the ability to allow
Recording access to recording rules. 
Rules
Scoring Enable/disable the ability to score

Allowed agents.
Search Call
Search all calls Enable/disable the ability to search

all calls.
Search my Enable/disable the ability to search
 
calls my calls.
Search my Enable/disable the ability to search

team calls my team calls.
View Notes Enable/disable the ability to view
  
notes.
Add Notes Enable/disable the ability to add
  
notes

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Email Notes Enable/disable the ability to email

  
notes.
Play File Enable/disable the ability to play a
  
call.
Download Enable/disable the ability to
  
Notes download notes.
Download CDR Enable/disable the ability to
download the call detail report   
(CDR).
Download File Enable/disable the ability to
  
download a recording.
Email File Enable/disable the ability to email a
  
recording.
Archive Enable/disable the ability to prevent
  
Settings a call from being archived.
Reports
View Reports Enable/disable the ability to view
  
reports.
Server
View Server Enable/disable the ability to access
 
the server start & stop options.
Change server Enable/disable the ability to change
 
status the server status.
Teams
View Teams Enable/disable the ability to view
 
teams.
Create/Edit Enable/disable the ability to
 
Teams create/edit teams.
Delete Teams Enable/disable the ability to delete
 
teams.
Extensions
View Enable/disable the ability to view
 
Extensions extensions.
Create/Edit Enable/disable the ability to
 
Extensions create/edit extensions.
Delete Enable/disable the ability to delete
 
Extensions extensions.
Import Enable/disable the ability to import
 
Extensions extensions.
Export Enable/disable the ability to export
 
Extensions extension.
Nodes
View Nodes Enable/disable the ability to view
 
nodes.
Create/Edit Enable/disable the ability to
 
Nodes create/edit nodes.

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Delete Nodes Enable/disable the ability to delete

 
nodes.
Recording Filters
View Enable/disable the ability to view
Recording recording filters.  
Filters
Create/Edit Enable/disable the ability to
Recording create/edit recording filters.  
Filters
Delete Enable/disable the ability to delete
Recording recording filters.  
Filters
Call Flags

View Call flags Enable/disable the ability to view


call flags.
Edit Call flags Enable/disable the ability to edit call
 
flags.
Custom Fields
View Custom Enable/disable the ability to view
 
Fields custom fields.
Update Custom Enable/disable the ability to update
 
Fields custom fields.
PCM II Settings
View PCM Enable/disable the ability to view
 
settings pulse code modulation settings.
Create/Edit Enable/disable the ability to
PCM Settings create/edit pulse code modulation  
settings.
Delete PCM Enable/disable the ability to delete
 
Settings pulse code modulation settings.
Storage Settings
View Storage Enable/disable the ability to view
 
Settings storage settings.
Update Enable/disable the ability to update
Storage storage settings.  
Settings

Systems

View System Enable/disable the ability to view

 
System settings
Update System Enable/disable the ability to update
 
System settings
Traces
View Traces Enable/disable the ability to view  

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traces.
Update Traces Enable/disable the ability to update
 
traces.
Audit Logs
View Audit Enable/disable the ability to view

Logs audit logs.
Job Schedules
View Job Enable/disable the ability to view job
 
Schedules schedules
Create/Edit Enable/disable the ability to
 
Job Schedules create/edit job schedules.
Delete Job Enable/disable the ability to delete
 
Schedules job schedules.
My Jobs
View My Job Enable/disable the ability to view my
 
jobs.
Create/Edit My Enable/disable the ability to
 
Job create/edit my jobs.
Delete My Job Enable/disable the ability to delete
 
my jobs.
Change Password
View Change Enable/disable the ability to change
   
Password password.
Licensing
View Licensing Enable/disable the ability to view

licensing.

Downloads

View Enable/disable the ability to view

   
Downloads downloads.
Scorecards
View Enable/disable the ability to view
  
Scorecards scorecards.
Create/Edit Enable/disable the ability to

Scorecards create/edit scorecards.
Delete Enable/disable the ability to delete

Scorecards scorecards.
View Tags Enable/disable the ability to view
 
tags.
Add Tags Enable/disable the ability to add

tags.
View Enable/disable the ability to view
  
Guidelines guidelines.

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Add Remarks Enable/disable the ability to add


remarks.
Training
View Trainings Enable/disable the ability to view
  
training entities.
Create/Edit Enable/disable the ability to

Trainings create/edit training entities.
Delete Enable/disable the ability to delete

Trainings training entities
View Training Enable/disable the ability to view
  
Tags training tags.
Add Training Enable/disable the ability to add
 
Tags training tags.

Questionnaire

View Enable/disable the ability to view


Questionnaire questionnaire.
Create/Edit Enable/disable the ability to

Questionnaire create/edit questionnaire.
Delete Enable/disable the ability to delete

Questionnaire questionnaire.
Question Type
View Question Enable/disable the ability to view

Type question type.
Create/Edit Enable/disable the ability to

Question Type create/edit question type.
Delete Enable/disable the ability to delete

Question Type question type.

Campaigns

View Enable/disable the ability to view

 
Campaigns campaigns.
Create/Edit Enable/disable the ability to
 
Campaigns create/edit campaigns.
Delete Enable/disable the ability to delete

Campaign campaign.

Quality Monitor Reports

View Quality Enable/disable the ability to view

Monitor quality monitor reports.   
Reports

Dashboard

View Enable/disable the ability to access

 
Dashboard the dashboard.

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12.1 Adding a New Permissions Group

Permission groups can be added using two different methods. The first is to start with an
empty group and to configure the permission according to requirements. To do this, click
on permissions, the following screen appears.

SCREENSHOT – Add Permission Group

Provide a Group Name & Description then Click „Add‟. Your new group will appear below
the list of default groups mentioned earlier.

12.2 Copying a Permissions Group

The second method of adding a new permission group is to Copy an existing group. This not
only creates a new group but also copies the existing group settings. To do this, click on
permissions, the following screen appears.

SCREENSHOT – Copy Permission Group

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To copy a permissions group, click the copy Icon that can be found to the right of the
required group. After clicking the Icon, a „Copy‟ of the group you selected will appear in
the list of groups.

In the example below, the Group Admin permissions group has been copied and a duplicate
entry can be seen highlighted in red.

12.3 Modifying or Removing a Group

To Change the name of a group group, click the Edit Icon that can be found to the right
of the group. The group name & description will appear at the top of the page and can be
modified accordingly.

To remove the group, click the Delete Icon that can be found to the right of the new
group.

12.4 Changing Group Permissions

To Change permissions of a group, click on the group name as shown below

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The following screen appears which contains a list of permission sets. Each set contains
several permissions that can be modified according to requirements.

To modify the required permissions, first click the expand icon to the left of the
appropriate set. In the example below the „Agents Set‟ has been expanded:

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You can now modify your chosen permissions by simply adding or removing a tick from the
check box next to each permission, see below:

Once you have made the necessary changes, Click Save

Note: For detailed information on assigning a Permission Group to an agents, see section
titled „Agents‟

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13 Agents

13.1 Find an Agent

When you click on the Agents link, the following search page opens, as below:

SCREENSHOT – Agents – Search page

You will start with a blank form. As you start to populate the table once you have put in
data, you can further search for the desired Agent, by providing filters in the boxes
provided.

The filter: Field Name provides you with following five choices:

o First Name
o Last Name
o Username
o Extension
o Team

Choices under the filter Criteria are:

o begins with
o contains
o ends with
o is exactly

The Criteria you select here acts as a qualifier for the entry that you give against Find.
Then select the number of results per page on the right, and click on Find button to list
the results. If you leave the Find box blank, all entries are listed. You can find the list at
the lower part of the screen.

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At the left of each entry, you can see a tick box: This can be used to delete multiple
Agents simultaneously by ticking the appropriate agents and then clicking the column
header icon followed by delete, as shown below

At the right of each entry, you can see the following icons:

When you click on the icon, that entry is deleted. When you click on the icon, that
entry is opened on the screen for editing.

13.2 Add Agent / Group Admin User

At the top right of the Search page, you can find the link Add Agent, as you can see in the
screenshot below:

SCREENSHOT – Add Agent link

Click on the Add Agent link. It opens the following page, where you can add more Agents:

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SCREENSHOT – Add Agent – Full screen

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13.2.1 Personal Information

Under this heading, the first seven personal details fields are self-explanatory. However, it
is important to note the following relating to the Agents Account.

o Agents are required to change their password and are prompted to do so upon
their „first‟ login

o Agents will receive notification 14 Days before their password is due to expire

o Passwords cannot contain the Agents username

o Passwords must be at least 7 characters in length

o Passwords must contain both numeric & Alpha numeric Characters

o Passwords cannot contain multiple identical characters. For example, if the

password is set to „Process123‟ it is not valid as it contains two „s‟ characters

o Several prohibited words cannot be used as the Agents password. These words
can be located in a text file placed in General folder at the following location
of the OmniPCX RECORD Server.

“…\OmniPCXRecord Suite\OmniPCXRecord” on server machine”

o Agent accounts are disabled after 6 failed login attempts or after 90 Days if
their password is not modified when prompted.

o Disabled Agent accounts can only be re-enabled by the Administrator

Enable Account:

Provides the ability to enable or disable the selected account.

13.2.2 Screen Capture Information

Windows Username:

In a CCD environment, the same PC can be used by multiple users at different times of the
day (Hot Desking). In the Windows Username box, enter the Agents Windows logon name.

Enable Video:

When the Agent is making a call, activities on his or her desktop can be recorded
concurrently, so that the audio and video match the call. Select Yes or No, to reflect
whether this agent can have this video recording facility

Note: If the screen capture server cannot access the Agents desktop, a notification email
will be sent to the email address specified under the system settings.

Important! Screen capture is a separate module and needs to be installed for the agent
settings will appear.

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13.2.3 Agent Teams Info

OmniPCX RECORD provides the ability to segregate Agents into teams. By doing this, the
application offers enhanced management of recorded calls, agent activities and generally
simplifies the agent configuration process. All the available teams are displayed in the box
on the left. You can assign the agent to the appropriate team by using the arrow buttons
to move the team to the box on the right.

13.2.4 Agent Extension Info

The available extensions are displayed in the box on the left. You can make an extension
number available to an Agent by moving it to the box on the right using the arrow buttons.
When operating in a CCD environment extension numbers should be the agent number and
must also be included extensions list.

13.2.5 Security Groups

The chosen security group will depict what system features & Functionality the Agent can
access. The available security groups are displayed in the box on the left. To assign a
security group to an Agent, simply move it to the box on the right using the arrow buttons.

Note: For more detailed information on Security Groups, see section titled „Permission
Groups‟

Once done, save your entries using the Save button given at bottom right.

13.3 Importing Agents

You can find this link at the top right of the screen as you can see in the screenshot below:

SCREENSHOT – Import Agent Link

When you click on it, the following window opens:

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SCREENSHOT – Importing Agent

In the screenshot above, the sentence: “Click here to download sample file” is
hyperlinked. When you click on it, you can download a sample file format, which will help
you to ensure you provide the agent details correctly.

SCREENSHOT – Sample CSV File

To import agents, you will have to provide the necessary importation in the form of a .CSV
file. Once you have populated the CSV file, click on the Browse button to open the file.
From here, locate and select your CSV file, then click on Import button to import the file.

Additionally, you can Export an Agent by clicking on the nearby link: Export agent.

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14 Recording Filters
14.1 Default Setting
When you click on this link, you come to the following page:

SCREENSHOT – Recording Filters – Default Action setting

Default Action:

In the dropdown box of this field, you have two options: Record and Ignore. The one you
choose becomes the default recording action for all calls that do not match a System
recording filter.

Recording Direction:

Here, you have the following choices:

o Both (Record both Inbound & Outbound Calls)

o Inbound (Record Incoming calls Only)
o Outbound (Record Outgoing calls Only)

The default value is: Both

Note: As stated in the screenshot above, System Filters will take priority over other filters
and also Record on Demand. For example, if a User Filter is set to Ignore EXT 2001 and a
System filter is set to Record EXT 2001, the system filter will be applied, NOT the user
filter and the call will be recorded.

14.2 Add Recording filters

Recording Filters refer to enabling or disabling recording capability to a specific agent or a
group of agents. To do this task, click on the link given at top right, as in the screenshot
below:

SCREENSHOT – Recording Filters link

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The following screen is displayed:

SCREENSHOT – Adding Recording Filter

Recording Filter Set Name: Assign a name of your choice, which will best identify your
Filter Set.

Description: This is for you to provide a personal description, explaining what this filter
set is used for.

Call Direction: Specifies whether the rules created under this filter should apply to “Only
Inbound Calls”, “Only Outbound Calls” or to “Both”.

Day / Time: Specifies the Day(s) & Time(s) that the recording filter should be applied.
When a call is made or received, if the current Day/Time is outside of the period specified
in this field, the recording filter would be ignore and the rules will NOT be applied.
Available options are as follows:

o Daily - filter is applied daily between set hours

o Weekly - filter is only applied on a specific day of the week
o User Specified – filter is applied for a specific to/from” & date/time period.

Note: After selecting a Date/Time option, you will be presented with additional
options that will allow you to specify the appropriate details.

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Team(s): Specifies which teams the recording filter applies to. If no teams are specified,
the rules within the filter set will apply to ALL teams. If, however, any teams are
specified, the rules within the filter set will apply to those teams only.

Note: After completing these two entries, you will have to click Save. Once saved, you get
a message to that effect. Only then can you proceed. If you proceed without saving the
filter set name and description, you will get error message when adding recording rules to
this set.

Rule Name: Give a Rule Name of your choice, which you can use to identify the rule.

Call Type: Applies this filter to a specific call type

o Both – Filter applies to all calls

o Internal – Filter only applies to Internal Calls
o External – Filter only applies to External calls

Where: Here, you have the following choices

o Number is exactly
o Number begins with
o Number ends with
o Number contains
o Number Length is Exactly
o Number Length is less than
o Number Length is Greater than
o Correlator Data is exactly
o Correlator Data begins with
o Correlator Data ends with
o Correlator Data contains
o All Calls

Action: You four several choices here, they are as follows

o Record Both Parties (Default), Records both sides of the call

o Record Internal Party Only, Records Only the Internal Party
o Record External Party Only, Records Only the External Party
o Ignore. Prevents the call being recorded

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Note: Once done, you must click on the plus sign next to action in order to save your rule.
The successfully added rule will then displayed as shown below:

SCREENSHOT – Newly added filter set & Rule

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14.3 OmniPCX Record Call Flow

Below is the diagrammatic illustration of how the recording filters are applied:

DIAGRAM – Call Flow – Recording Rules

14.4 OmniPCX Record Random Call Processing

Below is the diagrammatic illustration of how the random call processing is performed:

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15 Traces
Please note: The more comprehensive the logging, the more CPU resource is used up by the
recorder. Please be careful when setting traces.

Here you can specify the technical information that will be generated and stored ready for
support purposes. When you click on this link, it displays the following screen:

SCREENSHOT – Traces

Once done, click on Update button to save these specifications

Note: Traces do not need to be on during normal daily activities. If you request support for
an issue you are experiencing, your support engineer will inform you which trace levels
need activating.

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16 Decrypt Audit Log

Any configuration changes made to OmniPCX Record are stored in log files. These log files
are in the form of text files. For each day, a separate folder is opened and these log files
are stored. Their storage location is given below:

C:\Program Files\Alcatel-Lucent\OmniPCXRecord Suite\Logs\Audit Log

Under this folder header, you can find the log file folders listed. Those folders are named
by the date to which they pertain. It is in the format: dd-mm-yyyy (Date-Month-Year).
Below is a screenshot of a selection of folders:

SCREENSHOT – Log file folders sample

Inside each folder, the Audit Log files pertaining to that date are stored. These files are
named in the following format:

AuditLog<serial number>.txt

Below is an example of the file:

AuditLog1.txt

The log files will tell you what activities happened on a given day. You cannot open the
log files directly as they are encrypted. Below is a screenshot of the file opened directly
through windows explorer:

SCREENSHOT – Encrypted Log file

As you can, see this log file is unreadable. To access the file it must be opened using the
“Decrypt Audit Log” facility provided by OmniPCX Record through the web interface.

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To decrypt and view the contents of each log file, click on the link: “Decrypt Audit Log” in
the left side panel as shown below:

SCREENSHOT– DECRYPT AUDIT LOG IN LEFT PANEL

When you click on it, the following screen is displayed:

SCREENSHOT – Decrypt Audit Log page

Use the browse button to locate the appropriate log file.

Note: The log files are located on the OMNIPCX Record server and therefore, in order to
open the log files, you must access the OmniPCX Record user interface directly from the
OmniPCX Record server.

Inside this, select the folder with the required date, and then the required file in this
folder. Once done, click on Decrypt button and the log file will be displayed as shown
below.

SCREENSHOT – Decrypted Log file

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In this file, you can see the activities for OmniPCX Record on the selected day. In this,
each line indicates an activity. Each line consists of following components:

o ID Number
o Date of activity
o Time of activity
o Name of the person logged in (who had done these activities)
o Description of the activity

Restrictions:

 Maximum log file size - 10000 KB

 Maximum lines per each log file - 999

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17 Server
This screen displays the status of different OmniPCX Record servers. Using this screen, you
can either start or stop these servers. See screenshot below:

SCREENSHOT – Server: Start-Stop page

At the left, you will see an LED indicating the current state of the server. A Green traffic
light indicates that this server is running. A Red light indicates that it is stopped. You can
find the Start or Stop button to the right. You can click them to either start or stop the
respective servers.

Note: If you make any changes to OmniPCX Record Default settings, you will have to restart
the Recording Server.

Note: The Screen Capture Server Start & Stop options will not be available unless the
Screen Capture Module has been installed.

This concludes the Manage section.

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18 Search Calls
Over time there can be hundreds and thousands of calls made and the resultant database
of stored calls can become large. This makes finding a particular call very difficult. This is
the screen that you will need to use in order effect a search. By having so many filters
available, you should be able to narrow down the possible calls you are looking for better
and find the one call you need easily.

When you login, this is the default page that opens. But at any point of time, you can click
on the link – Search Calls –at the top of your OmniPCX Record menu in the left pane. When
you do so, the following page opens:

SCREENSHOT – Search Calls – opening page

18.1 Search for Calls

In this page, refer to the second section: Search for calls. In this section you have various
filters to narrow down your search results. These fields are explained below:

Select a Team:

This dropdown box lists the available teams. You can select the name of the team whose
call you are searching for. If you leave this as the default, results are shown from all
existing teams.

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Time Zone:

In this dropdown box, world-wide time zones are listed for you to choose from. By default,
the time zone pertaining to your current location is displayed. The Time Zones listed in
the dropdown box are:

(GMT -12:00) Eniwetok, Kwajalein

(GMT -11:00) Midway Island, Samoa
(GMT -10:00) Hawaii
(GMT -9:00) Alaska
(GMT -8:00) Pacific Time (US & Canada)
(GMT -7:00) Mountain Time (US & Canada)
(GMT -6:00) Central Time (US & Canada), Mexico City
(GMT -5:00) Eastern Time (US & Canada), Bogota, Lima
(GMT -4:00) Atlantic Time (Canada), Caracas, La Paz
(GMT -3:30) Newfoundland
(GMT -3:00) Brazil, Buenos Aires, Georgetown
(GMT -2:00) Mid-Atlantic
(GMT -1:00 hour) Azores, Cape Verde Islands
(GMT) Western Europe Time, London, Lisbon, Casablanca
(GMT +1:00 hour) Brussels, Copenhagen, Madrid, Paris
(GMT +2:00) Kaliningrad, South Africa
(GMT +3:00) Baghdad, Riyadh, Moscow, St. Petersburg
(GMT +3:30) Tehran
(GMT +4:00) Abu Dhabi, Muscat, Baku, Tbilisi
(GMT +4:30) Kabul
(GMT +5:00) Ekaterinburg, Islamabad, Karachi, Tashkent
(GMT +5:30) Mumbai, Kolkata, New Delhi, Chennai
(GMT +5:45) Kathmandu
(GMT +6:00) Almaty, Dhaka, Colombo
(GMT +7:00) Bangkok, Hanoi, Jakarta
(GMT +8:00) Beijing, Perth, Singapore, Hong Kong
(GMT +9:00) Tokyo, Seoul, Osaka, Sapporo, Yakutsk
(GMT +9:30) Adelaide, Darwin
(GMT +10:00) Eastern Australia, Guam, Vladivostok
(GMT +11:00) Magadan, Solomon Islands, New Caledonia
(GMT +12:00) Auckland, Wellington, Fiji, Kamchatka

Call Date and Time:

To make the task of specifying date and time easy, some predefined options are given in
this dropdown box. They are:

o Occuring Today
o Occuring Yesterday
o Occuring in past 1 Hour
o Occuring in past 4 Hours
o Occuring in past 7 Days
o Occuring in past 30 Days
o Occuring in past N Days
o User Specified

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If you select: Occurring in past N Days, then one more field is added as given below, for
you to specify the value for the “N” value.

SCREENSHOT – Field qualifier for N days

If you select the last item: User Specified, then the screen will change as given below, to
accommodate you detailed specifications:

SCREENSHOT – Field qualifier – user specifications

In this newly visible portion, you can specify the from and to dates. For this purpose, you
can use the icon next to the entry box, which displays the calendar, or use the three
dropdown cells below to specify the date.

First Name:

This field allows you to include the Agent‟s first name as part of the filter criteria. To do
this, select the appropriate option from the drop down list and then enter the Agents first
name in the box that will appear to the right of the dropdown list.

Last Name:

This field allows you to include the Agent‟s last name as part of the filter criteria. To do
this, select the appropriate option from the drop down list and then enter the Agents last
name in the box that will appear to the right of the dropdown list.

Other Criteria:

In this field, you have the following options:

o Archived calls
o Device hangup
o Screen capture calls
o No associated agent
o Call ID
o Correlator ID
o Device
o Call Direction
o Called By
o Called To

Note: The „Called To‟ field contains the OXE translated „Called Number‟.
Please refer to the relevant OXE programming guide for more detail on
number translation.”

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o Duration
o Flag
o Notes
o Call Status

The way you use this facility is slightly different from others previously mentioned. You
can select either none, or one or more criteria. The method of using this is as follows:

1. Select the preferred criterion from the dropdown box

2. The button: displays at right.

3. Click on that Add button.

4. The Entry box pertaining to the criterion you have clicked on Add is then displayed
below

5. Likewise, you can add several criteria for one search. The screenshot below shows an
example of multiple criteria that have been applied to the search

SCREENSHOT – Other criteria qualifiers

6. When you add a criterion, that criterion is removed from the dropdown box list
against Other Criteria.

7. At the right of each added entry box, you can find an “X” mark. When you click on it,
that entry box is removed, and the criterion to which it belongs, is added back to the
list against Other Criteria.

8. When you add a new criterion, (if required) you must provide details in the adjacent
box provided.

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Order By:

The „Order by‟ option allows you to order the recordings that are returned by your search
criteria. There are several options for sorting the recordings and these are as followings:

o Call Date
o Device
o Call ID
o Called by
o Called to

Note: The „Called To‟ field contains the OXE translated „Called Number‟.
Please refer to the relevant OXE programming guide for more detail on
number translation.”

o Call Duration
o Agent Name
o Server
o Correlator ID
o Server ID

Additionally, the recordings can also be sorted as follows:

o Descending
o Ascending

Results per page:

Default value is: 10. Available choices: 10, 20, 30, 40, 50.

Show:

This value should be manually keyed in. The Default is 100%. This feature should be used
when the number of calls returned exceeds the available space to display it.

Once you have keyed in the details explained above, you can check how many entries the
search will return. To do this, click on the button: Count Results at the bottom of the
page. Immediately, to the right of that button, the total number of entries to be returned
will be displayed as shown below:

SCREENSHOT – Count Results

Select Columns:

Choose the information that you would like to display as part of every result row. To do
this, select the required field from the „Available‟ list box on the left and move the field to
the „Assigned‟ list box on the right by using the arrow buttons. All fields placed in the
„Assigned‟ list box will be displayed for every result row that is returned by the search
criteria.

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SCREENSHOT – Select Display Columns

Note: If you have no custom fields available and need to be able to search on them, you
will first need to make your custom fields searchable. To do this, review the section of this
document labelled: Custom Search Fields.

To view the actual results, click on the Search button. Below is a sample view of the
search results:

Screenshot – LIST OF RECORDED CALLS

Note: The listed recordings can be re-sorted in Ascending or Descending order by clicking
on the column header

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Call Details:

When a call is listed, it is presented with several details. These can be modified if
required. However, the following explains the default information that is displayed. (See
Below)

Screenshot – CALL DETAILS

18.2 Call Options

To the left of each entry will be an icon, which you can click to show more options in a
pop-up window. The options available are explained below:

Screenshot – RECORDED CALL OPTIONS

18.2.1 Play
The image below shows the OmniPCX RECORD Player. The player will be displayed
automatically when you select to play a call.

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Icon: - This indicates an audio file. Clicking play on this icon will automatically display
the audio player as shown below.

Screenshot – PLAYING RECORDED CALL

Icon: - This icon represents a screen capture file. When you play it, the player will
display screen capture as shown below, and you will also be able to hear the recorded call:

Screenshot – PLAYING RECORDED CALL

If required, you can double click on the video area, and you get a full screen display as
shown below:

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Screenshot – PLAYING RECORDED CALL – FULL SCREEN

Note: To capture screen activities, you will need to install the Screen Capture Agent
Utility, which is included in the download section of the application. See the Download
section of this document for more information on the Screen Capture Client.

Note: If your selected call was placed on hold during recording, the screen capture
playback will appear blank during this period.

Note: IMPORANT, in order to playback video files from a PC, you will need to install the
XVid 3rd Party Component. This component is freely available and can be downloaded from
the appropriate website. A download link for the XVid component can be found in the
download section of the OmniPCX RECORD Portal

Player Controls

Icon: - This indicates that the file is encrypted

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18.2.2 Play All

This option plays all of the calls that your search returned, by playing them one after the
other.

18.2.3 Play Selected

At the left of each entry, you will find check boxes. To select multiple files, you can tick
the box next to each call and then click Play Selected on any of the selected files. This
plays all the selected files sequentially, one after the other.

Note: This option is not supported for Encrypted calls. Encrypted calls can only be play one
at a time.

18.2.4 Download CDR

You can download the Call Detail Report using this facility. This would trigger downloading
a document file. When you open it, it looks as shown below:

Screenshot – CALL DETAILED REPORT

18.2.5 Download File

This enables you to download the selected file so that you can save it in your storage
device / HDD.

18.2.6 Download Selected Files

This enables you to download multiple selected files and save them in your storage device
/ HDD. Multiple files are downloaded as a single „Zipped‟ file and you will require Winzip,
WinRar or equivalent utility to access your calls.

Note: A maximum of 10 calls can be downloaded together and encrypted files cannot be
downloaded using this option.

Warning! Calls downloaded using the above download options are automatically decrypted
and can therefore be played on any 3rd party media player that supports the file format.

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18.2.7 Email File

When you click on this option, a window opens as given below:

Screenshot – SENDING RECORDED FILE THROUGH EMAIL

In the window displayed above, you can provide the email address of the recipient,
followed by a personal message in the “body” field that will be included in the email.
Finally, if you tick the Attach Notes option, any notes that belong to the call you have
selected will also be attached to the email.

Note: The audio file of the selected entry is attached automatically and will be sent in the
format in which it was recorded.

On completion of these entries, click on Send. The following message is displayed:

Screenshot – SUCCESSFUL DISPATCH OF EMAIL

This indicates that the mail was successfully sent to the SMTP server. From this server, the
mail will be sent to the specified recipient.

The third column for each entry refers to notes. For each recorded call you have the
facility to add your own notes to the call. There are 2 icon types that will be displayed in
this column, and these are as follows:

18.2.8 Notes

Icon: - No notes are present for this call

Icon: - Notes are present for this call

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Screenshot – NOTES MENU

To add notes click on: Add Notes. This opens the following box.

Screenshot – BOX FOR ADDING NEW NOTES

Into this box, enter the required notes as shown above, then click Save

Once you have added a note to a call, you can view the notes, using the View Notes
option. When you click it, you will notice some additional details were included, namely:

o Date of entry
o Time of entry and the
o Name of the person who had created the entry.

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Screenshot – VIEWING NEWLY ADDED NOTES

Email Notes: Using this menu item you can email the notes of the selected call. When you
click on it, you will be asked to enter the destination email address. See below:

Screenshot – SENDING NOTES THROUGH EMAIL

Once you have supplied a destination email address, click on Send. The text of this call
will automatically be attached to the email and sent.

Download Notes: This provision is for you to download the text of those notes and save
them to your local disk drive in text format.

When you click on this link, the download screen will appear shown below

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Screenshot – DOWNLOADING NOTES ADDED EARLIER

18.3 My Searches
In the main page you will see the Save Search towards the bottom right. When the button
is pressed the following window appears:

First, provide a name for the saved search.

Second, using the drop down, specify if you want the number of calls matching the criteria
to be displayed on the search bar. If yes, select „Display‟ otherwise, select „Hide‟.

Finally, Click Save Search

Your Saved Search is now displayed under Search Calls (See Below). This will enable you to
view the results immediately, without having to rebuild the criteria.

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Screenshot – SAVED SEARCHES

To execute any of your saved searched, simply click on them. To remove a saved search,
click the “X” button to the right of the entry.

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19 Archiving

Archiving provides the ability to filter a set of calls and move them to a location of your choice
so that you can then back them up using your company back up procedures. Archiving is not the
same as back-up. To set up an automated archiving procedure, you need to set up a job as
described below.

19.1 My Jobs.

19.1.1 Search Jobs

When you click on the link: My Jobs, you come to its search page, as below:

SCREENSHOT – My Jobs – Search page

To search for Jobs, you will have to provide for the filters required in this screen.

Field Name: Choices available are:

o Title
o Description
o Job Description

Criteria: Choices available are:

o begins with
o contains
o ends with
o is exactly

The above four fields act as prefixes and/or qualifiers for the entry you make in the next
field: Find. You can select the number of items per page by using the dropdown box at
right. Options available are: 10, 20, 30, 40 and 50 items per page.

Once done, click on the Find button to list the results

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19.1.2 Add Job

In the Search page, at top right, you can find a link: Add Job, as shown below:

SCREENSHOT – Link to Add Jobs

Click on that link. It opens the following page:

SCREENSHOT – Jobs adding page

You will have to provide the details in boxes above and click on the Save button to create
the job. These fields are explained below:

Job Title: Key in a name. This will be used for referring to this job in future

Job Description: This is for you to add notes for future reference.

Select a Team: In the dropdown box, all the existing teams are listed. Select the team
pertinent to the job. Default is: All Teams.

Call Date and Time: To make the task easier for you of specifying date and time, some
presets are given in this dropdown box. They are:

o Older than 2 Days

o Older than 5 Days

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o Older than 7 Days

o Older than 30 Days
o Older than N Days
o User Specified

If you select any of the first 4 in the list, there will not be any change in the screen format.
If you select: Occurring in past N Days, then additional fields appear as given below,
where you to specify the value for “N”.

SCREENSHOT – N days qualifier

If you select the last item: User Specified, then the screen will also change as given
below, to accommodate your detailed specifications:

SCREENSHOT – User specifications

In this newly created portion, you can specify the „from and to dates‟. For this purpose
you can use the icon next to each entry box, which displays a calendar, or use the three
dropdown cells below to specify the date.

Other Criteria:

In this field, you have the following options:

o First Name
o Last Name
o Device
o Call Direction
o Called By
o Called To

Note: The „Called To‟ field contains the OXE translated „Called Number‟.
Please refer to the relevant OXE programming guide for more detail on
number translation.”

o Duration
o Flag

The way you use this facility is different from others. You can select none, one or more
criteria using the following method:

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1. Select the preferred criterion from the dropdown box

2. The button: displays at right.

3. Click on that Add button.

4. An entry box appears below, pertaining to the criterion you selected

5. You can add more than one criterion. See example as below:

SCREENSHOT – Criteria qualifications in detail

6. When you add a criterion, that criterion is removed from the dropdown box list against
Other Criteria as each criterion can only be used once.

7. At the right of each added entry box, you can find an “X” mark. When you click on it,
that entry box is removed, and the criterion to which it belongs is added back to the list
against Other Criteria.

8. You need to provide details for each criterion that you add.

Once you have given the above details, click on the Save button to save the job. Once
you have successfully added a job, it is displayed as below at the bottom of the search
page:

SCREENSHOT 1 – List of created jobs

The icons at right are for editing and deleting the search criteria, respectively.

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19.2 My Schedules

19.2.1 Search Schedule

When you click on the link: Job Schedules, you come to its search page, as below:

SCREENSHOT – Job Schedules – Search page

To search of Job Schedules, you will need to provide for the filters required in this screen.

Field Name: Choices available are:

o Schedule Type
o Schedule Time
o Schedule Day

Criteria: Choices available are:

o begins with
o contains
o ends with
o is exactly

The above act as prefixes and qualifiers for the entry you make in the next field: Find.
You can select the number of items per page by using the dropdown box at right. Options
available are: 10, 20, 30, 40 and 50 items per page.

Once done, click on the Find button to list the results

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19.2.2 Add Schedule

In the Search page, at top right, you can find a link: Add Schedule, as shown below:

SCREENSHOT – Link to Adding Schedules

Click on the link. It opens the following page:

SCREENSHOT – Add Schedule page

Schedule Type: In this dropdown box, the following items are available:

o Daily
o After Every
o Weekly
o Monthly
o Once

For each choice available you will need to provide the necessary details as shown below:

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SCREENSHOT – Schedule type qualifiers

Jobs: The jobs box provides a list of the jobs that you have created using My Jobs as
explained above. You can check one or more job, and each job you check will be run at
the scheduled time.

Once done, click on the Add button to save this schedule

The schedule is now listed at the bottom of the search page as shown below:

SCREENSHOT – List of existing schedules

The icons at right are for editing and deleting the schedules, respectively.

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20 General

20.1 Change Password

When you click on this link, the following page opens:

SCREENSHOT – Password change screen

The fields above are self explanatory. Give your existing Admin password first then supply
a new password. You must also re-enter the password to confirm it. Once done, click the
Update button. Your new password has now been changed.

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20.2 OmniPCX Record Licensing

Warning! The licenses applied to OmniPCX RECORD are validated using several methods.
This includes verifying aspects of the server hardware and therefore, be aware that any
changes to the server hardware may invalidate your license.

Important! Licenses supplied for release 2.2 are not compatible with software release 2.3
and above. Therefore, if your OmniPCX RECORD solution has been upgraded you will need
to request the appropriate new license keys.

Note: If you are still in possession of your 2.2 PC Key, this can be used when requesting the
new 2.3 product licenses.

The PC KEY mentioned in the statement above refers to the coded key generated from the
OmniPCX RECORD server when the original product licenses were requested. It does not
refer to the license key that was returned to you to license the product. Supplying the PC
KEY can speed up the new license process, however, if you do not have the original PC KEY,
don‟t worry, it is likely that a new license can be supplied without the need for you to
supply it as all former license information is kept on file.

In order for the application to operate for all time, you will need a license. This page
enables you to generate a PC key which will be sent to your software vendor in order to
request a license. Once generated, you can apply it to the application for it to be released.
When you click on this link, the following page opens:

SCREENSHOT – License – opening screen

As you can see in the above screenshot, this page is divided into three parts –

o The first one enables you to request your required license

o The next one enables you to apply the license to the application

o The last one lists the licenses which are active

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Below, you can see the whole process of licensing by way of a Flow Chart:

DIAGRAM – Flow chart for obtaining license

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20.3 Request License:

In the field License, you will initially have the following 4 choices:

1. VoIP Recording Foundation Pack (10 Channels)

2. TDM Recording Foundation Pack (10 Channels)
3. Screen Capture Foundation Pack (10 Clients)
4. IP Attendant Recording Foundation Pack (5 Seats)

As you can see in the above list, these licenses are Foundation Packs only, and each of
them has 10 units (Channels/Calls/Clients), except for IP Attendant Recording which has 5
units. You cannot apply for licenses below this number. The Foundation packs also include
the software server necessary to control the application. You cannot build any system
without the appropriate Foundation Pack(s)

To generate your required license, use the dropdown box and select the appropriate
choice, then click the Add button. This adds your selection to the request list (See below)

SCREENSHOT – Request License – One item added to list

Note: You cannot add both IP and TDM Foundation Packs as you only require one of these
packs to activate the software.

When you select either:

o VoIP Recording Foundation Pack (10 Channels)

OR
o TDM Recording Foundation Pack (10 Channels)

More items will be added to the dropdown box. They are:

o VoIP Recording additional Channels

o TDM Recording additional Channels
o IP Attendant Recording Additional Seats
o Silent Monitoring
o Multi Node Support

Note: When applying a license to a multi-node solution, the license will

be applied to the first node on the „Nodes‟ configuration page.

o Call Encryption Support

Using the “additional” license options shown in the list above, you can request more
channels/seats than supplied with the foundation pack of your choice.

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Below is an example showing how to build your licence request:

First, from the dropdown box select: TDM Recording additional Channels

SCREENSHOT – Request TDM Recording Foundation Pack

You will notice that the license dropdown box now also contains options for TDM Recording
Additional Channels. Select TDM Recording Additional Channels and specify the quantity
you require „in this example we choose 15‟, then click Add.

SCREENSHOT – Example – to add one item

You have now added 15 additional Licenses for TDM Recording, as shown below:

SCREENSHOT – Additional channels added

Now that you have chosen your Recording Licenses we can add the screen capture module.
To do this, select Screen Capture Foundation Pack (10 Clients), then click Add.

When you add this license to your list of required licenses, the dropdown box will change
again and will now include another entry: Screen Capture additional Agents. Using this
license you can add additional screen capture agents to the basic 10 agents which are
supplied with the Screen Capture foundation pack.

Note: While building your list of required licenses, you can cancel any license by clicking
on the „X‟ button to the right.

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Finally, from the dropdown list you can also add any additional features that you want to
include as part of your license request. For example, if OmniPCX RECORD will be deployed
across multiple nodes, you will need to select the “Multiple Node Support” license and
“Click Add” to include as part of your requested license.

When finished, click on the “Request License” button (See Below) to complete the license
request process.

SCREENSHOT – Request License

When you click the request license button your license file will be generated and the files
will be presented to you on screen (See Below).

To order licenses, please send the license request file to your software vendor.

if you are an Alcatel-Lucent Business Partner, please save the license file and either attach
it to the original order eSR or send it by email to: professional.services@alcatel-
lucent.com” where your request will be processed and a license key returned to you. You
will then need to apply this license key to the application as explained below.

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20.4 Apply License:

The license that you have obtained will not have any effect until you apply it. This section
enables you to apply the license that you have requested

Licenses are provided to you in the form of files, with the extension .LIC. Once you receive
your license key you will need to apply it as shown below.

SCREENSHOT – Applying obtained license

First, use the Browse button given to locate and select the licenses file that you have been
sent and then click the Apply License button. Once the license is applied, details of
license are displayed in a list (See Example Below)

Warning! After applying a new license, the OmniPCX RECORD server must be physically
restarted for the changes to take effect.

Note: When applying a license to a multi-node solution, the license will be applied to the
first node on the „Nodes‟ configuration page.

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20.5 Download

20.5.1 IP Attendant Client Utility

The IP Attendant Client Utility needs to be installed on all PC‟s that handle calls via an
attendant phone and keyboard. To install the IP Attendant Client Utility, choose the
download link: IP Attendant Client Utility from the General pane as show below:

Screenshot – DOWNLOAD IP ATTENDANT CLIENT UTILITY

Note: For more information on installing the IP Attendant Client Utility – refer to section
“Installation - OmniPCX Console Recording Agent” in the OmniPCX RECORD Installation
Guide.

20.5.2 Screen Capture Agent Utility

The Screen Capture Agent utility needs to be installed on all PC‟s that also require the
ability to capture the agents screen activities during a call. To install the Screen Capture
Agent, choose the download link: Screen Capture Agent Utility from the General pane as
shown below:

Screenshot – DOWNLOAD SCREEN CAPTURE UTILITY

Note: The screen capture server records Agent screen activity by communicating directly
with the Screen Capture Agent utility. If the Screen Capture server is unable to access the
Agent Utility an email will be sent to the „System Alert Email‟ address.

Note: When wrapup is enabled, the screen capture server will continue to record Agent
Desktop activity after a call is disconnected. Wrapup will continue to record for a
predetermined period of time that is set by the administrator.

Note: For more information on installing the Screen Capture Agent Utility – refer to the
OmniPCX RECORD Installation Guide.

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20.5.3 XVid
The XVid Component is required in order to playback video calls from your PC and is freely
available from http://www.xvid.org. To download the XVid component choose the
download link: XVid from the General pane as shown below:

Screenshot – DOWNLOAD XVID COMPONENT

20.5.4 WinPcap 4.1.2

The WinPcap Component is required for recording IP Attendant Handsets and is freely
available from http://www.winpcap.org. If this component is not installed; IP Attendant
Recording will not work as expected. To install the WinPcap Component, choose the
download link: WinPcap from the General pane as shown below:

Screenshot – DOWNLOAD WINPCAP COMPONENT

20.5.5 VLC
Silent monitoring requires a third party component called VLC, if this component is not
installed, silent monitoring will not work as expected. This component is freely available
and can be downloaded from http://www.videolan.org. To install the VLC Component,
choose the download link: VLC from the General pane as shown below:

Screenshot – DOWNLOAD VLC COMPONENT

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21 Virtualization

21.1 Overview
Unlike earlier versions of OmniPCX RECORD, the software can now be installed in a virtual
environment. When using the software in this manner, there should be no noticeable
differences in functionality, however, some limitations do apply (See Below)

21.2 Limitations
o The Solution will only support a maximum of 140 Units. For further information on
product units, please refer to the OmniPCX RECORD Hardware & Software
Specification document

o IP Attendant recording is NOT supported

22 Custom Fields

22.1 Overview
OmniPCX RECORD includes 10 custom fields that can be utilized by third party software to
include additional data for each recorded call. Custom fields are accessed and updated
using the OmniPCX RECORD Application Programmers Interface (API). For more information
on custom fields, see the OmniPCX RECORD API Guide.

22.2 Custom Fields

By default the OmniPCX RECORD customer fields are labelled Cus_Field1 to Cus_Field10. It
is likely that you will want to rename each custom field so that it is named more
appropriately. To do this first click the “Custom Fields” link, you are now presented with
the following screen:

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22.2.1 Field Name

To amend the name of a custom field, simply overwrite the default description with a
name of your choice.

22.2.2 Making Searchable

When searching for calls, you may want to provide users with the ability to search using
customer field data. To do this, simply click the box next to the custom field name and
the selected field will now be visible when searching for calls

Finally, when you have updated the appropriate fields and specified which fields should
be available for searching, “Click Update”

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23 Recorder Warm Standby

Recorder Warm Standby also known as (RWS) offers the ability to implement failure
management so that calls are always being recorded, even in the event of a sever failure.
RWS is implemented by installing OmniPCX RECORD on both a Primary & Secondary server
rather than a Single PC.

If for any reason the Primary Server fails, the Secondary server will start recording and
immediately becomes the Primary recording server. Later, when the “Original” Primary
Server is ready to come back on-line, it does so, but is now treated as the secondary /
backup server.

23.1 Operational Overview

o As mentioned RWS operates using two servers known as Primary & Secondary.

o The Primary & Secondary servers hold hands by using a virtual heartbeat. This allows
each server to know when the other is active or has failed. The heartbeat is checked
approximately every 5 seconds.

o Both the Primary & Secondary servers have identical configuration portals, however,
all configuration can only be made via the Primary server, except when identifying the
IP address & database details which are specific to each recording server.

o When configuration changes are made to the Primary server, „ALL‟ changes are
automatically synchronized to the Secondary Server.

o When the Primary server is active, the secondary server will be inactive, but all calls
recorded on the Primary server will be synchronized to the Secondary server so that
they are still available in the event of a Primary Server failure.

o If the Primary Server fails, the Secondary server becomes active and remains active
until it is stopped and the Primary recording server is restarted.

Note: As configuration changes can only be made via the Primary Server, it is
recommended the Primary Server is restarted at the earliest opportunity. In addition to
this, any configuration changes made via the Primary server while the Secondary Server
is active, will not take effect until the Primary server is brought back on line.

o During a failover from Primary to Secondary, the currently active calls will be lost.

o As with the Primary server, any calls recorded on the Secondary server will be
synchronized to the Primary server so that they are available when the Primary server
becomes active due to the secondary server failing or being stopped manually.

o It‟s worth noting that Primary & Secondary server synchronizations occur
approximately every 15 minutes and will therefore not be seen immediately

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o IMPORTANT! Packetizers do not ‘Fail over’ during an OmniPCX RECORD primary/secondary

switch over. Packetizers are simply resources that are available from the node where they are
connected. If the Node where the Packetizer is connected should fail, the Packetizer will no
longer be available for use by remote nodes that are using it as a resource.

23.2 Diagrammatic Overview

DIAGRAM – Recorder Warm Standby – typical setup

23.3 Prerequisites
1. Both OmniPCX RECORD Primary & Secondary severs have been installed and
configured.

2. It is recommended that the Primary and Secondary servers are on the same
network/VLAN. However, a multiple VLAN environment can be supported by OmniPCX
Record. Before installing in a multiple VLAN environment, you must first contact and
discuss your VLAN architecture with “[email protected]”. Failure
to do this may result in your configuration being unsupported

3. Both servers must be accessible to each other.

Note: The Secondary Server must have a separate IP Address to that of the Primary Server,
However, for details on accessing both OmniPCX Record servers using a single IP address,
see the following link on Microsoft Clustering.

http://technet.microsoft.com/en-gb/library/cc731844%28v=ws.10%29.aspx.

Please note that Microsoft clustering may not be available for all versions of Windows.

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23.4 Configure Servers for Recorder Warm Standby

To start configuring RWS, open OmniPCX Record from your Primary Server and choose the
System section from the „Manage‟ pane on the menu.

SCREENSHOT – Primary Server Configuration

23.4.1 Primary Server System Settings

First set the server role as Primary. Then, in the next box key in the IP address of the
Primary Server.

Now, in the box below the Primary Sever IP key in the IP address of the Secondary Server.

Once done, click Update. Once you click Update the system will check if the Server Name,
User Name and Password that you supplied are correct. If the details you supplied are
incorrect, an error message will be displayed and the details will NOT be updated.

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23.4.2 Secondary Server System Settings

Now, open OmniPCX Record from your Secondary Server and choose the System section
from the „Manage‟ pane on the menu.

SCREENSHOT – Secondary Server Configuration

First set the server role as Secondary. Then, in the next box key in the IP address of the
Primary Server.

Now, in the box below the Primary Sever IP key in the IP address of the Secondary Server.

Once done, click Update. Once you click Update the system will check if the Server Name,
User Name and Password that you supplied are correct. If the details you supplied are
incorrect, an error message will be displayed and the details will NOT be updated.

NOTE: When operating dual servers in Recorder Warm Standby mode, the servers are co-
ordinate activities using a virtual heartbeat and synchronization process. Details of these
can be found below:

o Heartbeat: is checked approximately every 5 seconds. Should a heartbeat signal

not be received the server will activate itself and begin recording. The Heartbeat
period is NOT configurable.

o Synchronization: is performed approximately every 15 minutes. The

synchronization process streams recorded files between the Primary & Secondary
servers so that calls can be accessed from either server in the event of a system
failure. The Synchronization period is NOT configurable.

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All Secondary server settings except for the storage location details will be synchronized to
the Primary Server. Therefore, if you do not want to use the default location, you will
need to modify the Secondary Server Storage location as shown below:

SCREENSHOT – Storage Setting Configuration

You have now completed configuring both Primary and Secondary Servers.

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Note: You will need to restart both the Primary and Secondary Servers for your
configurations to take effect. To do so, from the menu on the left, click on Server and you
will see the following page:

SCREENSHOT – Server: Start-Stop page

Stop & Restart each server using the buttons provided.

23.5 Recorder Warm Standby Behaviour

After the configurations are compete, the Secondary Server will be synchronized with the
Primary Server automatically. In this process, configurations and data are synchronized
between these two servers approximately every 15 minutes.

1. If the Primary server goes down, then the Secondary Server will start recording calls. It
will take approx 2 to 3 minutes for the Secondary Server to become functional. During
this period the following happen:

o The calls which are in progress during the switch over are lost.
o New calls which start after the secondary server take over will be recorded in
the Secondary server.
o The Secondary Server now becomes Active and will assume the responsibility for
recording the calls.

2. When the Primary Server becomes active again, it will start, but will now assume the role
of Secondary Server and remain passive.

Note: Should the new Primary server go down for any reasons, the above behaviour will repeat
itself and the Servers will again change roles.

Warning! Currently, ALL configurations must be made on the original Primary Server. Once a
change is made, the secondary server will be updated during the standard synchronization process.
No configuration amendments should be made using the Secondary OmniPCX RECORD server.

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24 Satellite Recording

OmniPCX RECORD R2.3 onwards includes a new feature called Satellite Recording. This new
feature provides the ability to have a single central „Master‟ and multiple Satellite OmniPCX
RECORD servers.

The Satellite servers work in an identical manner to a standard OmniPCX RECORD server,
however, they also possess the ability to upload recordings to a specified location so that
the Central server can download and import them. This allows the recordings from All
Satellite servers and the Master server to be access from one central location.

Overview

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24.1 Operational Overview

o As mentioned Satellite Recording operates using two server types known as Master &
Satellite.

o Any one solution can consist of one Master Server and Multiple Satellite Servers.

o Each Satellite Server is configured with the appropriate FTP or Network Folder details
via „System Settings‟ in the Admin Portal. These details specify where recordings
should be uploaded to.

o The Master Server is configured with the appropriate FTP or Network Folder details via
„System Settings‟ in the Admin Portal. These details specify from where the Satellite
recordings can be downloaded & imported.

o Each satellite Server includes an upload utility that is run via the Windows Scheduler
service. The upload utility uses the configured FTP or Network Folder details to upload
the call recordings and their associated data which are contained in an XML File.

o The Master Server downloads the Satellite recordings & associated data using a
download service which is started & stopped under the „Server‟ section of the Admin
Portal. As with the Satellite server upload utility, the download service uses the FTP or
Network Folder details to access the calls & their associated data.

o When Satellite Recordings are reviewed via the Master OmniPCX RECORD Server, the
calls can be identified using a 'Server ID' which depicts where the call was recorded.

Note: Only Satellite „Primary‟ servers perform synchronization with the Master. Should the
secondary Server be active, satellite synchronization will not take place until the local
Satellite Primary server becomes active.

Note: Satellite Recordings uploaded to the Master Server can be identified using a 'Server
ID' which depicts where the call was recorded.

Note: Satellite Recordings uploaded to the Master Server are tagged on the Satellite Server
so that only new recordings are uploaded the next time the upload utility is activated.

Note: For the Satellite transfer process to operate via FTP, an FTP server is required. If
required, the OmniPCX RECORD server can be configured and used as the FTP server. For
more information, please refer to the OmniPCX RECORD installation guide.

Note: The downloader service is automatically stopped on OmniPCX RECORD servers configured as
„Satellite Servers‟.

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24.2 Passive Call Server (PCS)

If required, Passive Call Servers can be recorded. This can be achieved by configuring each
PCS as a Satellite Server (See below)

24.3 Satellite Server Mode

From the „Primary‟ Satellite Server, choose the „System‟ section from the „Manage‟ pane
on the menu and locate the „System Settings‟ section as shown below:

Screenshot – SATELLITE SERVER CONFIGURATION

Set the server mode to Satellite and click Update

24.3.1 Configure Satellite – Recording Transfer Settings

From the „System‟ section, locate the „Recording Transfer Settings‟ section and provide the
details list below:

Transfer Media: Specifies the method that will be used to upload the Satellite recordings.
Available options are as follows:

o FTP – uses „standard - FTP‟ to upload the recordings to the transfer location
o SECURE FTP – uses „Secure – FTPS‟ to upload the recordings to the transfer
location
o Uploads the recordings to a standard network location that is used for
transferring the Satellite recordings

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FTP URL: (Only Available when Transfer Media is set to FTP or Secure FTP) Specifies the FTP Server
Resource. For example: „ftp://82.1.1.1‟ or „ftp://myftpserver.com‟

Network Path: (Only Available when Transfer Media is set Network) Specifies the Network folder used
for uploading the recordings. For example: „z:\transfer\recordings‟

Username: (FTP Transfer Only) contains the username required for accessing the chosen FTP
server resource

Password: (FTP Transfer Only) contains the password required for accessing the chosen FTP
server resource

Passive Mode: (FTP Transfer Only) specifies that „Passive Mode‟ should be used when accessing
the chosen FTP resource

Schedule Interval: (Master Server only – Not available for Satellite Servers)

IMPORTANT: Once the Satellite transfer settings have been configured, the transfer upload
utility must be scheduled to run using the Windows Scheduler Service. (See - Scheduling
Satellite transfers)

Note: The above must be repeated in ALL Satellite „Primary‟ Servers.

24.4 Master Server Mode

From the „Primary‟ Satellite Server, choose the „System‟ section from the „Manage‟ pane
on the menu and locate the „System Settings‟ section as shown below:

SCREENSHOT – Master Server Configuration

Set the server mode to Master and click Update

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24.4.1 Configure Master – Recording Transfer Settings

From the „System‟ section, locate the „Recording Transfer Settings‟ section and provide the
details list below:

Transfer Media: Specifies the method that will be used to download the Satellite
recordings. Available options are as follows:

o FTP – uses „standard - FTP‟ to download the recordings from the transfer
location
o SECURE FTP – uses „Secure – FTPS‟ to download the recordings from the transfer
location
o Downloads the recordings from a standard network location that is used for
transferring the Satellite recordings

FTP URL: (Only Available when Transfer Media is set to FTP or Secure FTP) Specifies the FTP Server
Resource. For example: „ftp://82.1.1.1‟ or „ftp://myftpserver.com‟

Network Path: (Only Available when Transfer Media is set Network) Specifies the Network folder used
for downloading the recordings. For example: „z:\Transfer_recordings‟

Username: (FTP Transfer Only) contains the username required for accessing the chosen FTP
server resource

Password: (FTP Transfer Only) contains the password required for accessing the chosen FTP
server resource

Passive Mode: (FTP Transfer Only) specifies that „Passive Mode‟ should be used when accessing
the chosen FTP resource

Schedule Interval: Specifies the scheduled interval „In Minutes‟ for downloading satellite
recordings

IMPORTANT! Once the Master transfer settings have been configured, the „Transfer
Recording Server‟ must be started from the „Server‟ Section of the admin portal in order
for the transfer process to operate

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24.5 Scheduling Satellite Transfers

After configuring the Satellite & Master transfer settings you will need to start the Satellite
Upload utility on each Satellite Server. The upload utility can be run once by simply double
clicking on the executable file which can be found in the following location:

„[Installation Drive + Folder]\OmniPCXRecord Suite\Upload Utility\RecordUploadUtil.exe‟

However, it is likely that you will want the upload utility to transfer recordings on a scheduled
basis. To do this, add include the upload utility within under the Windows Scheduler as follows:

24.5.1 Configuring the Windows Scheduler

First open the Windows Task Scheduler from the following location:

Start  Control Panel  System and Security  Administrative Tools  Task Scheduler.
You are presented with the following Screen:

From the actions menu to the right, click on Create a basic Task

You are now asked to provide a Name and description for your scheduled task:

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Note: It is recommended that you provide a name & description that is appropriate to the
task that will be performed.

Enter a Name and Description for the Windows Task schedule and then Click Next

Next, you are now required to indicate when you would like the transfer task to be
performed.

Select a trigger that meets your requirement and then Click Next

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Next, you are required to specify the settings for the task trigger you have selected. In our
example, we selected “Daily” and so we need to provide the start Date, Time and
recurrence details

Note: Each task trigger will require different information to be provided. The screen shot
below is based on a “Daily Trigger”. If you select a different trigger option from the
previous screen, the details below would reflect the trigger that you selected.

Once you have provided the appropriate settings, Click Next

Next, you need to specify the type of action you would like to perform.

Select “Start a program” and then Click Next

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You now have to select the program that we want to run at the scheduled time. We want
to run the Satellite upload Utility. Use the browse button to locate the
“RecordUploadUtil.exe” in the location mentioned earlier.

Select the file and then Click Open

The selected program is displayed as shown above, Click Next

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You have now provided all of the necessary information to create your Windows Task
schedule and are presented with the following screen:

Finally, Click Finish

You have now created your Scheduled Task. The Satellite upload utility will now run on the
date/time you specified and will transfer recordings to the Transfer location that you
specified in the „Satellite - Recording Transfer Settings‟

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25 Reports

OmniPCX RECORD R2.2 Onwards includes several reports that provide a wide range of
statistics. Each report can be viewed based on a date & time period that can be configured
prior to running the report. Additionally, some reports also include a graphical
representation of the statistics being viewed.

When you click on the Reports link, you are first presented with several options that allow
you to specify the type of report you want to view and the period that you want the report
to span, see below:

SCREENSHOT – Reports Options

25.1 Report Options

25.1.1 Report
In the dropdown box labelled “Report”, you have several reports to choose from.

Note: The statistics provided for each report are based on the reporting period specified
before the report is run.

System Usage - Provides statistics related to the operating status of OmniPCX

RECORD, details included are as follows:

Column Header Description

Free Disk Space % Free disk space
License Used Maximum number of Licenses used
Monitored Extensions Total number of monitored extensions
CPU % CPU usage
LAN % Server LAN connection – bandwidth usage
SNMP Alerts Total number of SNMP alerts

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o Archiving – Provides a history of the archiving jobs performed, details included

are as follows:

Column Header Description

Job Title Title of the archiving job performed
Archive Date Date the archive was performed
Files Archived Total number files archived
Job Status Status of the archive, “Successful” or “Failed”

o On-Demand Recording – Provides statistics related to the calls that were

recorded using the “Record From Now” on demand feature, details included are
as follows:

Column Header Description

On-Demand User Name of the user who instigated the record option
On-demand recording % Percentage of calls that were recorded using the On-
demand recording option
With flag % Percentage of On-demand calls that have been flagged
With Noted % Percentage of On-demand calls with notes attached
With Custom Fields % Percentage of On-demand calls with custom fields
populated

o Retroactive On-Demand Recording – Provides statistics related to the calls that

were recorded using the “Record Entire Call” on demand feature, details
included are as follows:

Column Header Description

On-Demand User Name of the user who instigated the record option
On-demand recording % Percentage of calls that were recorded using the On-
demand recording option
With flag % Percentage of On-demand calls that have been flagged
With Noted % Percentage of On-demand calls with notes attached
With Custom Fields % Percentage of On-demand calls with custom fields
populated

o Total Recording - Provides statistics related to the total number of recorded

calls, details included are as follows:

Column Header Description

Users Collective number of users recorded
Automatic Calls % Total number of calls automatically recorded by a
system filter
With Flag % Percentage of calls that have been flagged
With Notes % Percentage of calls with notes attached
With Custom Fields % Percentage of calls with custom fields populated

o Recording - Provides general statistics related all calls recorded, details included
are as follows:

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Column Header Description

All Calls Total number of calls
Ignored Calls Total number of calls “ignored” due to Ignore on
Demand (IOD) or matching a recording filter
Recorded Calls Total number of calls recorded
Automatic Calls Total number of calls recorded automatically due to
matching a system recording filter.
On-demand Calls Total number of calls recorded using the Record On-
Demand
Retroactive Calls Total number of calls recorded using the “Record
Entire Call” On-demand feature
From Now Calls Total number of calls recorded using the “Record
From Now” On-demand feature
Silent Monitoring Total number of Silent Monitoring Sessions performed
Session

o Call Analysis - Provides statistics related to the call duration of the recorded
calls, details included are as follows:

Column Header Description

Number of Calls Total number of calls
Average Duration (Sec) Average duration in seconds for calls recorded

o License Exceeding Limits - Provides statistics related to both used licenses or

exceeded during a specified period, details included are as follows:

Column Header Description

License Consumed TDM Total number of TDM licenses consumed
License Consumed VOIP Total number of VOIP licenses consumed
License Exceeded TDM Number of exceeded TDM license requests
License Exceeded VOIP Number of exceeded VOIP license requests

o Total Recording By Extension - Provides statistics related to the total number of

calls per extension during a specified period:

Column Header Description

Number of Calls Total number of calls
Minimum Duration Minimum Individual Call Duration
Maximum Duration Maximum Individual Call Duration
Average Duration Average Call Duration
Total Calls Duration Total duration of calls combined

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25.1.2 Group
In the dropdown box labelled “Group”, you can choose how you want the results of your
report to be grouped. These are as follows:

o Hourly - This option will display the statistics in six minute intervals and will
group them hourly. Use this option if you want an in-depth breakdown of the
report results.

o Daily - This option will group and display the statistics daily. Use this option if
you want a thorough but more general breakdown of the report results.

o Weekly - This option will group and display the statistics weekly. Use this option
if you only want a summary breakdown of the report results.

o Monthly - This option will group and display the statistics monthly. Use this
option if you only want an overview of the report results.

25.1.3 From

SCREENSHOT – Report from Date

The “From” option allows you to specify when you want the report statistics to Begin. To
do this, use the calendar icon to choose the appropriate “From” date, then use the drop
down boxes to specify the start time.

25.1.4 To

SCREENSHOT – Report to Date

The “To” option allows you to specify when you want the report statistics to end. To do
this, use the calendar icon to choose the appropriate “To” date, then use the drop down
boxes to specify the end time.

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25.1.5 Show Report

Once you have specified your reporting options, you can view the report by clicking the
“Show Report” button that is located below the report options.

25.1.6 Sample Report View

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26 Appendices
In the appendices section, you have the following information, detailed below with
appropriate titles, prefixed with their sub-section numbers. Each page number is
hyperlinked. You can click on the appropriate page number to move to that section.

24.1 Presentation Server Configuration............................................................. 124

24.2 SNMP Traps........................................................................................ 128
24.3 Modify User Language ........................................................................... 134
24.4 OmniPCX RECORD Backup Procedure ......................................................... 135
24.6 Database Migration Procedure ................................................................ 143
24.7 User Access Rights ............................................................................... 144
24.8 Amending the Local Admin Account ........................................................... 144
24.9 Encrypted Admin Identity ....................................................................... 145
24.10 Modifying the Web Client Timeout ............................................................ 147

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26.1 Presentation Server Configuration

To declare OmniPCX Record IP Touch Interface in the Presentation Server:

1. Log on as admin on the Xml Api server (or UC), via its web interface; click on Services
in the menu to the left of the page. A configuration page is displayed.

Screenshot - XML API Service Configuration Page

2. In the list of services, locate the service whose entity type is Presentation Server and
click the icon in the Action column

3. A PRS Application Management – Presentation Server Global Parameters configuration

page is displayed. If there is a proxy between the Presentation Server and the OmniPCX
Record Server, you can configure it here.

4. Click Next. A second administration page, where IP-Touch applications are listed (if
they exist); is displayed.

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Screenshot - List of IP Touch Application Example Window

5. Find a free Index in this list (this value must be higher than 0)

6. Click Create. Another configuration page is displayed

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Screenshot - IP-Touch Application Creation Example

7. Fill the 3 mandatory fields:

- “Index”: put here the free index value (higher than 0) you found before.

- “Identifier”: this is 4 letters identifier (for example: “OREC”). It will be used to

identify the OmniPCX Record application on the PBX during the next OXE
configuration.

- “URL registration”: this is the address where the IPTouch application can be
reached on the OmniPCX Record Server. This address is like :

http://{SRV-HOST}/OmniPCXRecord/Phone_App/registration.aspx

where:

{SRV-HOST} must be replaced by the IP address or the hostname of the OmniPCX Record
Server.

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For example, the following URL is valid:

http://10.130.158.97/OmniPCXRecord/Phone_App/registration.aspx

Be careful with the upper cases. Keep the other ones with their default value.

8. Click Create. You are brought back to the list of application page. Your new
application is added to the list

9. Click Next. Another page is displayed

10. Click Finish.

11. In the PRS list you can find the entry that you have newly created as below:

Screenshot - PRS list

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26.2 SNMP Traps

The following table provides a list of the available OmniPCX Record SNMP Traps.

Trap Recommen
Trap Name / Severity Message Description
ID ded Action
91301 PrimaryRecordingServiceDeActivated Primary Recording Check the
[Critical] Recording functionality Server
Service deactivated network
Deactivated on primary connection
server status - In
case of
forcibly
shutdown -
restart the
Server

91302 PrimaryRecordingServiceActivated Primary Recording Recording

[No Error] Recording functionality functionality
Service is activated started
Activated on primary
server
91303 PrimaryRecordingServerCSTALinkDown Primary Recording Check the,
[Critical] Recording Server has network
Server‟s stopped and connection
Connection is in re- status
with CSTA is connecting between
broken mode with Server and
CSTA - Calls CSTA - Check
will not be if OXE is
recorded on running
Primary properly
Recording
Server

91304 PrimaryRecordingServerCSTALinkUP Primary Connection

[No Error] Recording between
Server‟s Recording
connection Server and
with CSTA is CSTA is
established established -
Calls will
now be
recorded on
Primary
Recording
Server

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91305 PrimaryRecordingServerBlueBoxLinkDown Primary Primary Check if

[Critical] Recording Recording Packetizer is
Server‟s Server has running
Connection stopped properly -
Critical recording check
with NON-IP network
Packetizer is extensions connection
broken and is in re- status
connecting between
mode with Server and
Packetizer Packetizer -
Check the
LEDs status
of Packetizer
91306 PrimaryRecordingServerBlueBoxLinkUp Primary Connection
[No Error] Recording between
Server‟s Primary
connection Recording
with Server and
Packetizer is Packetizer is
established established -
NON-IP Calls
will now be
recorded on
Primary
Recording
Server
91307 PrimaryServerDiskStorageFull Disk space is Primary Check disk
[Critical] too low on Recording space and
Primary Server is free enough
Recording unable to disk space
Server save
recorded
files
91308 PrimaryServerLicenseExpired Server Primary Check Server
[Error] license Recording license
period ended Server period -
license is contact your
expired - vendor
Server has
stopped
recording
91309 primaryRecordingServiceReady Primary Recording Primary
[No Error] recording server recording
server started and service
Recording ready to use started
service is for recording
ready to use

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91310 primaryRecordingServiceNotReady Primary Recording Check the

[Critical] recording Server is Server
server shut down network
service is not connection
ready to use status - In
case of
forcibly
shutdown -
restart the
Server

91311 primaryRecordingServiceRequestToStart Request to Recording

[No Error] start service
recording started on
service on primary
primary server
server
91324 primaryRecordingServiceRequestToStop Request to Recording
[No Error] stop service
recording stopped on
service on primary
primary server
server

91312 SecondaryRecordingServiceDeActivated Secondary Secondary Secondary

[No Error] Recording recording recording
Service server server‟s
Deactivated functionality
recording
deactivated functionality
is stopped
91313 SecondaryRecordingServiceActivated Secondary Secondary Secondary
[No Error] Recording recording recording
Service server is server‟s
Activated activated recording
functionality
is started
91314 SecondaryRecordingServerCSTALinkDown Secondary Recording Check the
[Critical] Recording Server has network
Server‟s stopped and connection
Connection is in re- status
with CSTA is connecting between
broken mode with Server and
CSTA - Calls CSTA - Check
will not be if OXE is
recorded on running
Secondary properly
Recording
Server

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91315 SecondaryRecordingServerCSTALinkUP Secondary Connection

[No Error] Recording between
Server‟s Recording
connection Server and
with CSTA CSTA
established established -
Calls will
now be
recorded on
Secondary
Recording
Server

91316 SecondaryRecordingServerBlueBoxLinkDown Secondary Secondary Check if

[Critical] Recording Recording Packetizer is
Server‟s Server has running
Connection stopped properly,
with recording check
Packetizer NON-IP network
broken extensions connection
and is in re- status
connecting between
mode with Server and
Packetizer Packetizer -
Check the
LEDs status
of Packetizer
91317 SecondaryRecordingServerBlueBoxLinkUp Secondary Connection
[No Error] Recording between
Server‟s Secondary
connection Recording
with Server and
Packetizer is Packetizer is
established established -
NON-IPCalls
will now be
recorded on
Secondary
Recording
Server
91318 SecondaryServerDiskStorageFull Disk space is Secondary Check disk
[Critical] too low on Recording space on
Secondary Server is Secondary
Recording unable to Server
Server save
recorded
files

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91319 SecondaryServerLicenseExpired Server Secondary Check Server

[Error] license Recording license
period ended Server period -
license contact your
expired - vendor
Server has
stopped
recording

91320 secondaryRecordingServiceReady Secondary Secondary Secondary

[No Error] recording Recording recording
server server is service is
service is started and started and
ready to use. is ready to in standby
use for mode
recording

91321 secondaryRecordingServiceNotReady Secondary Recording Check the

[Critical] recording Server is Server
server shutdown network
service is not connection
ready to use status - In
case of
forcibly
shutdown
restart the
Server

91322 secondaryRecordingServiceRequestToStart Request to Recording

[No Error] start service
recording started on
service on secondary
secondary server
server

91323 secondaryRecordingServiceRequestToStop Request to Recording

[No Error] stop service
recording stopped on
service on secondary
secondary server
server.

91331 secondaryRecordingServiceStarting Secondary Recording Secondary

[No Error] Recording service on recording
Service secondary server is
Starting server taking
starting recording
responsibility

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91327 PrimarySCAgentDesktopnotaccessible Screen Screen • Check the

[Error] capture Capture Screen
agent Agent PC of Capture
desktop not the agent Client is
accessible mentioned in running on
the trap is agent
not (mentioned
accessible to in the trap)
OmniPCXRec PC.
ord Primary • Check if
Server the PC is
machine. not locked.
• Check if
the agent
(mentioned
in the trap) is
log in to the
PC correct
username as
mentioned in
OmniPCXRec
ord agent‟s
settings.
91333 SecondarySCAgentDesktopnotaccessible Screen Screen • Check the
[Error] capture Capture Screen
agent Agent PC of Capture
desktop not the agent Client is
accessible mentioned in running on
the trap is agent
not (mentioned
accessible to in the trap)
OmniPCXRec PC.
ord • Check if
Secondary the PC is
Server not locked.
machine • Check if
the agent
(mentioned
in the trap) is
log in to the
PC correct
username as
mentioned in
OmniPCXRec
ord agent‟s
settings.

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26.3 Modify User Language

To modify the user language, open the OmniPCX RECORD Portal and select System from the
Menu panel. Once the system Page is open, scroll down until you locate the Language Settings
section as shown below:

Screenshot – Select Display Language

Using the dropdown box select the appropriate Language and then click update. After
making the changes you will be logged out. When you log back in, OmniPCX RECORD will
now be displayed in your chosen language.

Available Languages

Language
English

Spanish
French
German

Italian
Portuguese

Note: When changing the Application Language, you must change both the Primary &
Secondary Server.

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26.4 OmniPCX RECORD Backup Procedure

As with most software solutions, OmniPCX RECORD will need to be backed up at regular intervals
to prevent loss of data during an unforeseen system failure. The information provided below
explains what needs to be backed up and when.

26.4.1 Backing up OmniPCX RECORD

o The Audio Storage Folder. The storage folder location can be found under the
Storage Settings page in the OmniPCX RECORD Administration Portal as shown
below. This folder contains the “physical” recordings for each call.

Screenshot – Database Storage Settings

1. Open the “Storage Path” folder location using Windows explorer.

2. Backup the “Entire” folder, including “ALL” of its sub folders to a different
physical location such as another PC or External Hard drive.

o The OmniPCX RECORD Database. The OmniPCX RECORD Database resides in SQL
and should be backed up using the standard SQL backup procedures as explained
below:

Backing up the database

1. A pre-requisite of OmniPCX RECORD is to install SQL Server Management Studio

Express. Locate this utility from your windows start menu and open it

2. Once you login to the application, you will see the following screen:

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SCREENSHOT – OmniPCX-Record - Properties

3. Under the Databases folder you will find the OmniPCX-Record database. Right
click on the database and select Properties from the drop down menu that
appears.

4. You are now presented with the following screen:

SCREENSHOT – OmniPCX-Record - Properties

5. From the folder list in the left side panel, select Files and you will be presented
with the database file paths as shown in the screenshot above.

6. Using windows explorer, navigate to the file paths and locate the OmniPCX-
Record database files as shown below:

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SCREENSHOT – Database files list in explorer

7. From this folder, backup the following two files to a different physical location
such as another PC or External Hard drive.

o OmniPCXRECORD.mdf
o OmniPCXRECORD_log.ldf

Note: If you get an error message while taking a backup of the database files, Stop
the SQL Server service and then retry. To stop the Server, close the properties
window, right click on the Server‟s name and click Stop as shown below. After you
have successfully copied the files, restart the SQL Server service.

o The OmniPCX RECORD Program Configuration file. After the Installation of

OmniPCX RECORD, the program configuration file „may‟ have been amended to
adhere to specific customer requirements. To ensure that these settings are
retained in the event of a restore, the following file should be backed up.

‘C:\Program Files (x86)\Alcatel-Lucent\OmniPCXRecord Suite\Server\OXERecordServer.exe’

IMPORTANT : Under the above location there are two files with the same name
“OXERecordServer.exe” , however, the file „type‟ for each file will be different.
The file that needs to be backed up has the file type “Config File”

26.4.2 Additional backup Information

o Backup Frequency. To prevent loss of data, it is recommended that the data
outlined above is backed up daily. However, the frequency of the backup can of
course be performed at the discretion of the customer/administrator.

o Services. During the backup procedure, it will NOT be necessary to stop/restart any
OmniPCX RECORD services.

o Backup Procedure. The information provided above is to assist in ensuring that the
correct data is backed up and aimed at preventing data loss in a server failure
situation. However, the methods used to backup the data are the responsibility of
the Administrator/Customer.

o OmniPCX RECORD Release No. To prevent discrepancies with newly release

versions of the software, it is recommended that you make a note of the software
release so that in the event of a system failure, you can restore the identical
version.

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26.5 OmniPCX RECORD Restore Procedure

Providing all the necessary information is backed up as explained in the previous section,
OmniPCX RECORD can be fully restored by following the instructions given below:

IMPORTANT: Before you perform the actions outlined in this section, you must ensure that the
correct OmniPCX RECORD release “which you documented during the backup procedure
above” is re-installed as per the instructions given in the Installation Guide.

26.5.1 Restoring the OmniPCX RECORD Database

1. First, copy the OmniPCXRecord database files which you retained as part of the
backup procedure and paste them into the following location:

“C:\Program Files\Microsoft SQL Server\MSSQL.1\MSSQL\DATA”

Note: The above path is the recommend location, although, if you prefer you can also
copy the database files to a folder of your choice

2. Next, open the “SQL Management Studio Express” utility, which can be found under
your SQL Installation on the Window Programs menu as shown below:

SCREENSHOT – SQL Server Management Studio

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3. When the Management Studio Express utility opens, expand the Databases folder and
delete the existing OmniPCX RECORD Database as shown below:

The „Delete Object’ window will now appear, Click OK to continue

4. Once the existing database has been deleted, right click Databases and Click Attach
as shown below:

SCREENSHOT – SQL Server Management Studio – Attach

Note: Before attaching the database backed up earlier, ensure that the existing
OmniPCX RECORD database has been removed

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2. You are now presented with the “Attach Database” window as shown below, Click the
Add button highlighted in the image:

SCREENSHOT – SQL Server Management Studio – Attach Database

3. In the new window, select your original database “which you stored during the
backup procedure”, then Click OK:

Screenshot – SQL SERVER MANAGEMENT STUDIO – LOCATE DATABASE

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4. The OmniPCX RECORD database details now appear in the attach database window.
Click OK as shown below:

5. Finally, your OmniPCX RECORD Database will now appear in the list of databases as
shown below:

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26.5.2 Restoring the OmniPCX RECORD Physical Recordings

1. Open the “Storage Path” folder location using Windows explorer.

Note: The Storage path folder can be found under “Storage Settings” within the
OmniPCX RECORD Administration portal, See below:

2. Remove “All” existing folders and sub folders from the storage path

3. Locate the folder containing the original recordings “which you stored during the
backup procedure”, and copy it along with all its sub folders back into the storage
path.

26.5.3 Restoring the OmniPCX RECORD Configuration File

1. Open Windows explorer and copy the original OmniPCX RECORD configuration file
“which you stored during the backup procedure”, to the path provided below:

‘C:\Program Files (x86)\Alcatel-Lucent\OmniPCXRecord Suite\Server’

You have now successfully restored your OmniPCX RECORD solution to its original state

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26.6 OmniPCX RECORD - Database Migration Procedure

If the size of the OmniPCX RECORD database becomes too large, it may be necessary to migrate
the database to a remote PC. The instructions below provide the steps to be taken to achieve
this.

IMPORTANT: Before migrating the OmniPCX RECORD Database, you must first ensure SQL
Server is installed on the destination server and that the user has sufficient rights to
perform the necessary Database Backup and Restore tasks

To migrate the OmniPCXRecord Database, follow the steps given below:

1. Take a full Backup of OmniPCXRecord software (See “OmniPCX RECORD Backup

Procedure”)

2. Stop the OmniPCXRecord Server.

3. Restore the OmniPCXRecord Database to the New SQL Server (See “Restoring the
OmniPCX RECORD Database”)

4. Amend the connection string settings „SERVER-NAME‟ in the OmniPCXRecord web.config

file as shown below. The file can be found in the following location “\Program Files
(x86)\Alcatel-Lucent\OmniPCXRecord Suite\OmniPCXRecord”

Note: The ‘SERVER-NAME’ should be set to the server name of the PC where the database is to
reside

5. Amend the „SQLInstanceName‟ in OXERecordServer.exe.config file as shown below. The

file can be found in the following location “\Program Files (x86)\Alcatel-
Lucent\OmniPCXRecord Suite\Server”

Note: The ‘SQLInstanceName’ should be set to MSSQL$[INSTANCE_NAME] where instance name is

the name of the new SQL Server. The instance name can be found using SQL Server Management
Studio. Depending on the SQL version installed, the SQL server Instance is ‘Usually’ either
‘SQLEXPRESS’ or ‘MSSQLSERVER’ unless change during installation.

6. Now Restart the OmniPCXRecord Server.

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26.7 Default Permissions Summary

OmniPCX RECORD consists of multiple user types, each of which has rights that determine
what features the user has access to. These access rights can be changed using the system
permissions. However, the following displays a „summary‟ of what each user type is
permitted to access by default.

Super Admin Configuration Group Agent

Manager Admin
Configure System   x x
Access All Calls  x x x
Access Personal Calls x x  
Access Team Calls x x  x
Silent Monitoring x x  x
Reporting ( User Specific Access)    

26.8 Amending the Local Admin Account

The OmniPCX RECORD application services function using the local admin account. This is
supplied when the application is installed and by default is stored in plain text in the
applications web.config file.

Note: If you intend to modify the local user account you may also need to modify to the user
rights assigned to the application services. For more information see the OmniPCX RECORD Install
Guide on „Using an Alternative Windows Administrator User Account‟.

26.8.1 Modifying the Local Admin Identity

Using notepad or an alternative text file editor, open the web.config file from the
following location on your OmniPCX RECORD Server:

C:\Program Files (x86)\Alcatel-Lucent\OmniPCXRecord Suite\OmniPCXRecord

Now modify the following sections of the web.config file and substitute <NewAdminUser> &
<Password > with the appropriate credentials

{
<identity impersonate="true" userName="<NewAdminUser>" password="<Password>" />
}

Note: When modifying the web.config details ensure that the admin account details are
provided using the correct „CASE‟

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26.9 Encrypting the Local Admin Identity

There may be occasions where you want to improve the security of your OmniPCX RECORD
solution. The information below explains how to encrypt the Admin Identity so that it is not
available in plain text and thus further securing user access to the application.

26.9.1 Impersonation Account Encryption

The process described here is optional. Its purpose is to enable you to add a greater level
of security to the Windows Impersonation Account (also known as the Domain Account). By
default, the account's ID and Password, as configured in the web.config file, are stored in
clear text and is less secure than encrypted text.

Microsoft provides an ASP.NET Encryption Tool, which lets you encrypt the ID and password
values, making them more secure. You can download the encryption tool, along with
instructions on how to use it, from the following URL:

http://support.microsoft.com/default.aspx?scid=kb;en-us;329290

26.9.2 Step 1 – Update the Windows Registry

Before performing this procedure, you must back up the registry and implement a restore
procedure if a problem occurs. This is particularly important because securing the
Impersonation Account modifies the Windows registry.

To run the ASP.NET Encryption tool, proceed as follows:

1. Click Start > Run, type CMD in the Open field, and click OK.
2. Go to the folder into which you downloaded and unzipped the aspnet_setreg.exe file.

3. Type the following command, substituting the "domain\username" and "password" values
with the relevant values:

aspnet_setreg -k:SOFTWARE\saxt\identity -u:domain\username -p:password

Press the Enter key. The following keys are created in the registry:

HKEY_LOCAL_MACHINE\SOFTWARE\saxt\identity\ASPNET_SETREG,userName
HKEY_LOCAL_MACHINE\SOFTWARE\saxt\identity\ASPNET_SETREG,password

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26.9.3 Step 2 – Update the web.config File

Once the registry has been updated you must update the Identity element of
the web.config file. Using notepad or an alternative text file editor, open the web.config
file from the following location on your OmniPCX RECORD Server:

C:\Program Files (x86)\Alcatel-Lucent\OmniPCXRecord Suite\OmniPCXRecord

Now modify the web.config file as follows:

{
<identity impersonate="true"
userName="registry:HKLM\SOFTWARE\saxt\identity\ASPNET_SETREG,userName"
password="registry:HKLM\SOFTWARE\saxt\identity\ASPNET_SETREG,password"/>
}

Note: When modifying the web.config details ensure that the details are provided exactly
as specified above, including the „CASE‟

26.9.4 Step 3 – Grant permission Aspnet_wp.exe

You must now grant read permissions to the Aspnet_wp.exe process account, which is
usually <machinename>\ASPNET, as follows:

1. Click Start > Run, type regedit in the Open box, and click OK.
2. Expand the “HKEY_LOCAL_MACHINE>SOFTWARE>SAXT>identity” or
“HKEY_LOCAL_MACHINE>SOFTWARE>Wow6432Node>SAXT>identity”
3. Right-click ASPNET_SETREG and select Permissions.
4. Click Add. In the dialog box that opens, add the object name based on the servers
operating system. For example, if the server is on Windows Server 2003 (which runs IIS
6.0), type
<machinename>\NetWorkService
5. Click OK.
6. On the Security tab, check on Read permission to the account in the step above, and
click OK.
7. Close the Registry Editor.

You have now successfully encrypted the Admin Identity

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26.10 Modifying the Web Client Timeout

There may be occasions where you want to increase the Web Client Session timeout. By default,
this is set to 5 minutes, but can be increased or decreased if required.

Note: The Web Client Session Timeout can only be modified from the server PC where OmniPCX
RECORD is installed.

Open Windows Explorer and navigate to the following folder:

“<Install Drive>\Program Files(x86)\Alcatel-Lucent\OmniPCXRecord Suite\OmniPCXRecord”

Open the file label web.config

Screenshot – Web. Config File

Locate the “sessionstate timeout” as shown above. The value of the “sessionstate timeout”
parameter is given in minutes. The value in the example above is 300 and this equates to 5
minutes.

Change the value of the “session state timeout” accordingly and then save the file. The Web
Client Timeout has now been modified.

Note: The Web Client Session Timeout changes will not take effect until the client exits
OmniPCX RECORD and closes the browser.

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www.alcatel-lucent.com/enterprise/services

Alcatel, Lucent, Alcatel-Lucent and the Alcatel-Lucent logo are trademarks of

Alcatel-Lucent. All other trademarks are the property of their respective owners.
The information presented is subject to change without notice. Alcatel-Lucent
assumes no responsibility for inaccuracies contained herein.
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