Nortel TDM Recorder User Manual

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Nortel TDM Recorder System Infrastructure Guide Product Release 6.01 Standard 3.0 September 2007 297-2183-959 ...

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Nortel TDM Recorder System Infrastructure Guide Publication number: 297-2183-959 Product release: 6.01 Document release: Standard 3.0 Date: September 2007 Copyright © 2007 Nortel Networks. All Rights Reserved. All materials provided herein are the e...

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System Infrastructure Guide iv Revision history September 2007 Standard 3.0. Nortel TDM Recorder System Infrastructure Guide is up-issued to support Product Release 6.01. March 2007 Standard 2.0. Nortel TDM Recorder System Infrastructure Guide is ...

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System Infrastructure Guide v Contents Getting Started 9 Intended audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 How to get help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ...

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Contents Standard 3.0 vi Nortel TDM Recorder Configuring Level 1 Components 89 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90 Configuring Recorder components . . . . . . . . . . . . ....

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September 2007 Contents System Infrastructure Guide vii Viewer and Vision Replay 157 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158 Call Redirection and Call Flows. . . . . . . . . . ....

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Contents Standard 3.0 viii Nortel TDM Recorder ...

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System Infrastructure Guide 9 Chapter 1 Getting Started In this chapter Intended audience 10 How to get help 11 Software and documentation version numbering 13 ...

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Getting Started Standard 3.0 10 Nortel TDM Recorder Intended audience The Nortel TDM Recorder System Infrastructure Guide is written for hardware integrators, Nortel personnel, and customer IT staff who need to understand the Recorder architecture ...

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September 2007 Getting Started System Infrastructure Guide 11 How to get help This section explains how to get help for Nortel products and services. Finding the latest updates on the Nortel Web site The content of this documentation was current at t...

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Getting Started Standard 3.0 12 Nortel TDM Recorder In North America, call 1-800-4NORTEL (1-800-466-7835). Outside North America, go to the Web site below to obtain the phone number for your region: http://www.nortel.com/callus Getting help from a s...

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September 2007 Getting Started System Infrastructure Guide 13 Software and documentation version numbering Nortel Contact Recording and Quality Monitoring documentation is issued for Nortel Contact Recording Package Release 6.01. The individual Nor...

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Getting Started Standard 3.0 14 Nortel TDM Recorder ...

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System Infrastructure Guide 15 Chapter 2 Nortel TDM Recorder In this chapter Nortel TDM Recorder at a glance 16 Nortel TDM Recorder management 18 Nortel TDM Recorder features and benefits 19 Nortel TDM Recorder management features and benefits 20...

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Nortel TDM Recorder Standard 3.0 16 Nortel TDM Recorder Nortel TDM Recorder at a glance The Nortel TDM Recorder consists of software components in a standard PC that interfaces with other CTI components. Its primary purpose is to record calls, espe...

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September 2007 Nortel TDM Recorder System Infrastructure Guide 17 These are further described in “Nortel TDM Recorder features and benefits” on page 19. ...

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Nortel TDM Recorder Standard 3.0 18 Nortel TDM Recorder Nortel TDM Recorder management The Nortel TDM Recorder is accessed and managed from any Internet Explorer 5.5 or later web browser. The interface allows simplified access to control, manage, a...

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September 2007 Nortel TDM Recorder System Infrastructure Guide 19 Nortel TDM Recorder features and benefits The Nortel TDM Recorder runs on a Windows 2003 server with Service Pack 1. Recorder features include Distributability, Extensibility, Reliab...

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Nortel TDM Recorder Standard 3.0 20 Nortel TDM Recorder Nortel TDM Recorder management features and benefits The TDM Recorder management tools allow simplified system administration functions for the recording system. Recorder Manager and Enterpri...

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System Infrastructure Guide 21 Chapter 3 Infrastructure at a Glance In this chapter Nortel TDM Recorder in the workplace 22 Implementation summary 27 Using Nortel TDM Recorder databases 35 ...

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Infrastructure at a Glance Standard 3.0 22 Nortel TDM Recorder Nortel TDM Recorder in the workplace Nortel TDM Recorder is engineered to offer a new generation of performance through improved functionality, scalabilit,y and dependability over exist...

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September 2007 Infrastructure at a Glance System Infrastructure Guide 23 This section is described in the following topics:  Staffing  Location of system  Tasks performed  System uses  Operation  Archiving Staffing Normally, only on...

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Infrastructure at a Glance Standard 3.0 24 Nortel TDM Recorder System uses The recorder is connected to application, database, and control systems that use the output from the recorder. The main users of recordings do not interface directly with th...

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September 2007 Infrastructure at a Glance System Infrastructure Guide 25 Operation The main purpose of the recorder is recording and analysis. At its basic level, the recorder system consists of applications that search a database of call reference...

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Infrastructure at a Glance Standard 3.0 26 Nortel TDM Recorder Archiving Calls are kept on the recorder in a circular calls buffer. Calls are either archived to DVD or tapes located in the recorder, or the calls are “pulled” to an external arch...

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September 2007 Infrastructure at a Glance System Infrastructure Guide 27 Implementation summary The Nortel TDM Recorder Server integrates synchronized voice and data monitoring. It also interfaces with databases, archive mechanisms, CTI servers, an...

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Infrastructure at a Glance Standard 3.0 28 Nortel TDM Recorder Network operating system TDM Recorder installs on the Windows 2003 server with service pack1 using Windows Server Software. By default, the Server is installed as a stand-alone Server i...

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September 2007 Infrastructure at a Glance System Infrastructure Guide 29 For more information on server hardware and software components, refer to “Recording Server environment” on page 61 and “Configuring Primary Recorder Components” on pa...

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Infrastructure at a Glance Standard 3.0 30 Nortel TDM Recorder Hardware Summary Item Description Details Recorder Server Standard Server Platform (such as HP, IBM, AdTech, Alliance Systems) 3GHz Dual Processor Xeon 3GB RAM RAID for Call Buffer Expa...

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September 2007 Infrastructure at a Glance System Infrastructure Guide 31 Voice Cards PCI 2.2, 3.3 Volt, Full Length PCI Form Factor Onboard DSPs – G726, G729a compression High Impedance Cards (so no AHIB is required) All major PBXs supported Max...

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Infrastructure at a Glance Standard 3.0 32 Nortel TDM Recorder Archive Devices HP DAT72 DDS5 Tape Drive - 36GB capacity Only HP DAT72 tapes are supported. Use the device driver on the installation CD that comes with the device or download at th...

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September 2007 Infrastructure at a Glance System Infrastructure Guide 33 Recorder Sizing Fewer than120 channels > Single 3GHz processor 360 channels > Dual 3 GHz processors Over 360 channels (that is, more than one recorder) > Break out Uni...

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Infrastructure at a Glance Standard 3.0 34 Nortel TDM Recorder Recorder PC Considerations Does the recorder system have enough PCI slots? Most mainstream servers max out at 3 PCI slots Expansion chassis is often needed A TDM bus cable is not req...

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September 2007 Infrastructure at a Glance System Infrastructure Guide 35 Using Nortel TDM Recorder databases This section presents information regarding the databases that the Nortel TDM Recorder connects to, as well as the XML schema it uses. XML i...

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Infrastructure at a Glance Standard 3.0 36 Nortel TDM Recorder Calls database The Calls database stores the metadata for recorded Contacts. This metadata includes channel, duration, start time, and user-defined fields. The Recorder's input to ...

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September 2007 Infrastructure at a Glance System Infrastructure Guide 37 You can have two separate physical databases: Calls and Media. The Calls database is where the main viewer query is done. The Media database is where the Retriever component l...

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Infrastructure at a Glance Standard 3.0 38 Nortel TDM Recorder XML specification XML is used in Nortel TDM Recorder to describe configuration of the Recorder and persist metadata for each Contact. Archive_MediaIs Called when a previously used DVD...

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System Infrastructure Guide 39 Chapter 4 Call Recording and Playback In this chapter Common recording methods 40 Recording 43 Recording and playback 50 ...

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Call Recording and Playback Standard 3.0 40 Nortel TDM Recorder Common recording methods Passive tap trunk side recording This method taps directly into a T1 or E1 line to record all incoming calls at the demarcation point before going to a switch. ...

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September 2007 Call Recording and Playback System Infrastructure Guide 41 Trunk-side recording requires two spans for every one span being tapped. The first span is for recording the agent (transmitter); the second is for the customer (receiver) si...

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Call Recording and Playback Standard 3.0 42 Nortel TDM Recorder Span pair A span is a term that refers to the wiring from the Voice Card on the Recorder Server that taps into the telephone system. A span can be extensions connected to the Switch or...

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September 2007 Call Recording and Playback System Infrastructure Guide 43 Recording Before a recording can begin, the capture engine of the Recorder verifies that a valid license exists, then detects voice cards. Once these prerequisites are done,...

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Call Recording and Playback Standard 3.0 44 Nortel TDM Recorder update.xml is generated. This file contains details of detected mismatches, such as type of card, serial number, number of channels, and PCI slot occupied. The Capture engine then reca...

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September 2007 Call Recording and Playback System Infrastructure Guide 45 Capturing and recording voice data Capturing and Recording voice data describes capturing the voice data portion of a call and converting it into a .wav file for later retrie...

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Call Recording and Playback Standard 3.0 46 Nortel TDM Recorder Voice data formats supported include ALAW, ULAW, G726, and G729A. The Capture Engine processes the call start and initiates the record on the telephony interface card channel. Once noti...

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September 2007 Call Recording and Playback System Infrastructure Guide 47 Capturing and recording associated call data Recording associated call data involves capturing the metadata portion of a call, such as call start time and call end time, and c...

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Call Recording and Playback Standard 3.0 48 Nortel TDM Recorder The end result of each call is a file named inum.xml on the database where inum is the serial number of the capture card plus the inum value of the call. For example, the 7th call reco...

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September 2007 Call Recording and Playback System Infrastructure Guide 49 Capturing voice card-initiated contact Capturing contacts using only the telephony interface card (the voice card) is based on digital or analog events from the tapped line. I...

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Call Recording and Playback Standard 3.0 50 Nortel TDM Recorder Recording and playback Recording and providing Contacts for playback using Internet Protocol (IP) are the primary functions of the Nortel TDM Recorder. The interface used by Viewer for...

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September 2007 Call Recording and Playback System Infrastructure Guide 51 Capture a Contact showing scripting commands. Issuing the Start command Recording begins when Unify receives an event (that is, a call has started) from the CTI server: 1. The...

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Call Recording and Playback Standard 3.0 52 Nortel TDM Recorder callbacks are received, the Capture Engine streams the buffers to disk in the form of a WAV file. 3. Once the callback has been activated, the recorder responds asynchronously to the W...

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September 2007 Call Recording and Playback System Infrastructure Guide 53 Ensuring enough disk space 1. The Disk Manager periodically examines the call buffer for remaining free space. When the free space has gone below a configured threshold, the ...

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Call Recording and Playback Standard 3.0 54 Nortel TDM Recorder Replaying a Contact located on the Recorder's local Call Buffer (Playback) Replaying a Contact from the local Call Buffer begins when Viewer requests the Contact data or metadata ...

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September 2007 Call Recording and Playback System Infrastructure Guide 55 Executing a query 1. The Supervisor executes a query in the Viewer browser window to display list of Contacts. 2. The HTTP request is executed in the Viewer Server Component. ...

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Call Recording and Playback Standard 3.0 56 Nortel TDM Recorder Replaying a Contact located on a Recorder’s tape or DVD (Playback) In Replaying a Contact located on a tape or DVD, the Contact data has been archived to tape or DVD after it has bee...

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September 2007 Call Recording and Playback System Infrastructure Guide 57 Playing back a Contact from a tape or DVD is accomplished by following these steps: Executing a query 1. The Supervisor executes a query in the Viewer browser window to displ...

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Call Recording and Playback Standard 3.0 58 Nortel TDM Recorder The Retriever reads the Contact data from the archival storage and stores it in a temporary cache. 4. The Contact data is returned to the Viewer browser. ...

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System Infrastructure Guide 59 Chapter 5 System Setup and Administration In this chapter Overview 60 Recording Server environment 61 Voice card installation and wiring 69 System administration components 84 First time login instructions 85 Chapt...

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System Setup and Administration Standard 3.0 60 Nortel TDM Recorder Overview After the Nortel TDM Recorder server and system has been successfully installed, you are ready to configure the environment. This is accomplished according to the various ...

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September 2007 System Setup and Administration System Infrastructure Guide 61 Recording Server environment Configuration of your Nortel TDM Recorder Server environment requires that you first, in consultation with your System Architect, compare your...

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System Setup and Administration Standard 3.0 62 Nortel TDM Recorder Hardware components consist of the following:  PSTN (Central Office Switch)  PBX (Organization's Switch)  Agent Telephones  CTI Server  Unify Server  Recorder ...

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September 2007 System Setup and Administration System Infrastructure Guide 63 PBX The PBX is the secondary switch in a telephony network. This switch communicates with the PSTN on one side and the organization's telephony equipment on the othe...

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System Setup and Administration Standard 3.0 64 Nortel TDM Recorder Unify Unify connects to the Computer Telephony Interface (CTI) Server. It uses a standard script that is customized for a specific telephony environment and does one or all of the ...

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September 2007 System Setup and Administration System Infrastructure Guide 65 by the CTI Server, which sends the data to the Unify server, which maps the data to user-defined fields before sending it to the capture engine for conversion into an XML...

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System Setup and Administration Standard 3.0 66 Nortel TDM Recorder As an example, a call is received through the central office and directed through the PBX switch to extension 2347, which is being tapped station- side for recording. Say, for examp...

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September 2007 System Setup and Administration System Infrastructure Guide 67 Database (calls and media) The database is where call information is stored. Call information consists of an audio portion and a metadata portion, which are copied from th...

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System Setup and Administration Standard 3.0 68 Nortel TDM Recorder Retriever The retriever software component receives instructions from the Viewer interface to retrieve a call. The retriever then queries the call buffer and the database for the c...

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September 2007 System Setup and Administration System Infrastructure Guide 69 Voice card installation and wiring Different cabling and wiring setups are required for voice cards compatible with the Nortel TDM Recorder. The following sections show co...

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System Setup and Administration Standard 3.0 70 Nortel TDM Recorder 2 Ensure that there is no possibility of static electricity shocks occurring. ATTENTION! An anti-static cuff or ESD wrist strap is strongly recommended as a single static shock can...

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September 2007 System Setup and Administration System Infrastructure Guide 71 7 Place the Ai-Logix CD into the CD ROM drive and follow screen instruction to complete the installation. Alternatively, you can wait for the installation of the recorder...

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System Setup and Administration Standard 3.0 72 Nortel TDM Recorder 1 2 3 4 5 6 7 8 1 2 3 4 5 6 7 8 1 2 3 4 5 6 7 8 1 2 3 4 5 6 7 8 R R T T R R T T R R T T R R T T DP3209 or DP6409 Voice Card 8 7 6 5 4 3 2 1 8 7 6 5 4 3 2 1 8 7 6 5 4 3 ...

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September 2007 System Setup and Administration System Infrastructure Guide 73 Wiring on the T1 interface The Ai-Logix DP6409 card has two RJ-45 ports on its front bracket. (The DP3209 has one). In a typical configuration, standard Category 5 (Cat 5)...

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System Setup and Administration Standard 3.0 74 Nortel TDM Recorder Wiring on the E1 interface The process of passively tapping E1 trunks is no different from tapping T1 trunks. However, with European telephony there are a few differences in channe...

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September 2007 System Setup and Administration System Infrastructure Guide 75 Digital station side wiring The following sections describe how to plan for the Ai-Logix SmartWorks NGX family of digital voice cards, including typical wiring diagrams fo...

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System Setup and Administration Standard 3.0 76 Nortel TDM Recorder 2. How will you connect the NGX card to your PBX and phones? There are three possibilities: a) Y-Splitter: A Y-Splitter is inserted between the PBX and the punch-down blocks that b...

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September 2007 System Setup and Administration System Infrastructure Guide 77 The Y-Splitter is the recommended method of passively tapping with the NGX. If this solution is not possible, consider Bridge Clips first or Dual Punch-down Blocks if not...

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System Setup and Administration Standard 3.0 78 Nortel TDM Recorder Using Bridge Clips limits you to wiring only one leg of the punch-down block to the phones while the second leg must be dedicated entirely to the NGX. Use this method only if the Y...

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September 2007 System Setup and Administration System Infrastructure Guide 79 Using standard twisted pair wire, each channel is connected to an additional punch-down block that the NGX can connect to through either an RJ-21X connection, or if neces...

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System Setup and Administration Standard 3.0 80 Nortel TDM Recorder Analog station-side wiring Nortel TDM Recorder supports two models of Ai-Logix analog station-side voice cards, the PT and LD. All compatible models use R-21 50-pin high- impedence ...

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September 2007 System Setup and Administration System Infrastructure Guide 81 Wiring for LD409 and LD809 voice cards Use Ai-Logix LD409 and LD809 cards for analog lines supporting 4 and 8 channels respectively. The diagram above shows the different ...

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System Setup and Administration Standard 3.0 82 Nortel TDM Recorder Wiring for PT809 and PT1609 voice cards Use Ai-Logix PT 409, PT809 and PT1609 cards for analog lines supporting 4, 8 and 16 channels respectively. The following diagram shows the d...

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September 2007 System Setup and Administration System Infrastructure Guide 83 Pin 01 - Tip 01 Pin 02 - Tip 02 Pin 03 - Tip 03 Pin 04 - Tip 04 Pin 05 - Tip 05 Pin 06 - Tip 06 Pin 07 - Tip 07 Pin 08 - Tip 08 Pin 26 - Ring 01 Pin 27 - Ring 02 Pin 28 - R...

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System Setup and Administration Standard 3.0 84 Nortel TDM Recorder System administration components The dependencies of the hardware, software, and devices require that you configure the components in a pre-defined order. The following illustration...

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September 2007 System Setup and Administration System Infrastructure Guide 85 First time login instructions When logging in to a new Nortel TDM Recorder system for the first time, you click the desktop shortcut to launch the Recorder Manager then us...

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System Setup and Administration Standard 3.0 86 Nortel TDM Recorder Navigating the User interface You can configure the Nortel TDM Recorder using the Recorder Manager. You can access the Recorder Manager from the desktop shortcuts where it is insta...

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September 2007 System Setup and Administration System Infrastructure Guide 87 Complete instructions for using the Recorder Manager are contained in the Nortel TDM Recorder System Administration Guide. ...

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System Setup and Administration Standard 3.0 88 Nortel TDM Recorder ...

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System Infrastructure Guide 89 Chapter 6 Configuring Level 1 Components In this chapter Overview 90 Configuring Recorder components 91 Configuring licenses 93 Chapter 6: Configuring voice cards 97 Configuring alarms 100 ...

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Configuring Level 1 Components Standard 3.0 90 Nortel TDM Recorder Overview Configuring Level 1 components involves setting up the major recorder components, including voice cards, alarms, and license. These steps are described in the following sec...

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September 2007 Configuring Level 1 Components System Infrastructure Guide 91 Configuring Recorder components Configure Recorder components to optimize software settings for the recorder’s hardware components. Recorder components are configured in ...

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Configuring Level 1 Components Standard 3.0 92 Nortel TDM Recorder For information onthe optional components Live Monitor, Audio Server, and Enterprise Archive, refer to “Configuring Level 2 Component” on page 109. Disk Manager Software compon...

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September 2007 Configuring Level 1 Components System Infrastructure Guide 93 Configuring licenses The following section appears in the Nortel TDM Recorder Installation Guide and in the Nortel TDM Recorder System Administration Guide. It is shown h...

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Configuring Level 1 Components Standard 3.0 94 Nortel TDM Recorder 3 Click Activate. Note: At any time while using the Recorder Manager you can access the license screen by choosing System > License. 4 In the Site License window do one of the fo...

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September 2007 Configuring Level 1 Components System Infrastructure Guide 95 5 If you choose the 10-Day Trial License option, enter the supplied serial number or pick a 6-digit serial no in the range 600000 - 699999. The license summary screen disp...

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Configuring Level 1 Components Standard 3.0 96 Nortel TDM Recorder To re-activate a Recorder license: 1 In the Recorder Manager click System > License. The License screen displays. 2 In the Activation Key area, enter the supplied activation key o...

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September 2007 Configuring Level 1 Components System Infrastructure Guide 97 Configuring voice cards A voice card is a hardware component that supports the recording and playback of voice media for client contacts. Voice cards reside on the Recorde...

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Configuring Level 1 Components Standard 3.0 98 Nortel TDM Recorder Viewing a voice card To view voice cards used by a Nortel TDM Recorder, log into the Recorder Manager, click General Setup > Voice Cards > Card. All voice cards installed in t...

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September 2007 Configuring Level 1 Components System Infrastructure Guide 99 Adding a voice card To add a voice card you install a new card and let the PC detect it, as described in the following steps: 1 Insert a compatible voice card into an empty...

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Configuring Level 1 Components Standard 3.0 100 Nortel TDM Recorder Configuring alarms All alarms that can be triggered in Nortel TDM Recorder are built into the application when it ships. System Administrators configure alarms to specify whether o...