Call Recording Configuration

Checklist

Primary Configurations

Add the Call Recording Instance on the Configuration Server

Create Subscription Plan

Create Add-on Product

Assign Add-on to an Account

Browse Recorded Calls

 

Call recording allows PortaSwitch® users of IP Centrex services to record phone conversations for their extensions which can be played back later.

 

_Hint_ExclamationMark Call recording requires significant CPU and HDD capacity. It implies voice conversion which is a resource intensive task. Moreover, it requires a significant amount of disk space (e.g. 15 hours of recorded conversations require 1GB of disk space). Therefore, we recommend configuring call recording on a separate dedicated server.

NOTE: As a temporary solution (e.g. to test functionality), it may be configured on an existing server (e.g. the Web server). In this case, call recording should be configured on the server with the least load.

Consider the following example:

A call center needs to record calls from and to their customers so that operators can later listen to the recordings. The manager of the company asks the service provider to enable call recording functionality for his company. An administrator creates an add-on product that provides the call recording service and assigns it to the call center’s desired extensions.

 

The sections below provide you with all the steps necessary for configuring a call recording.

Checklist

Print the following page and use it to check off the operations as you complete each step according to the instructions in this chapter. Please be sure to perform all of the operations in the order designated (all of the boxes should be checked), otherwise the service will not work.

 

The checklist below assumes that you have already configured the basic IP Centrex service according to the instructions provided in the IP Centrex handbook.

 

 

Operation

 

Done

General Configuration

 

Ask PortaOne support to update license information in PortaOne CRM and to add a dedicated server to your installation

[     ]

Add the call recording instance on the Configuration server web interface

[     ]

Rating configuration

 

Create a subscription plan that will define the charges for customers for call recording usage

[     ]

Create an add-on product that will provide the call recording service

[     ]

Account provisioning

 

Assign the add-on product to the accounts of the IP Centrex customer

[     ]

Testing

 

Make some test calls and browse recorded calls

[     ]

 

Primary Configurations

Call recording is performed by the Call recording instance. The steps below provide instructions for how to configure call recording on the dedicated server.

 

NOTE: The IP address for the call recording instance can either be public or private. For security purposes, it is recommended to use private IP addresses.

 

If you configure call recording on one of the existing servers (e.g. for testing purposes), add a new IP address to use for the Call recording service on that sever. Please consult the Server chapter of the PortaSwitch® Configuration Web Reference guide for detailed instructions on how to add an IP address.

Add the Call Recording Instance on the Configuration Server

1.      Go to the Configurations tab on the Configuration server.

2.      Clone the existing configuration.

 

Create a Call recorging instance

 

3.      Select Call Recording from the Configuration tree and click the Wor1F12 Instance Create icon.

 

Configure instance details

 

4.      Fill in the Instance create form:

·       Server – Select the server for which this instance will operate (your call recording server);

·       Service IP – Select the IP address to be used for call recording.

5.      Click Save.

6.      In the SipClusters field, specify the processing node instance the call recording will be available for. Click Wor7C44 to add a new line and select one more instance, if necessary.

 

Configure environments for Call recording

NOTE: When the call recording feature is activated, conversations are recorded in the .wav format by default. To record and store conversations in .mp3, select the .mp3 format from the RecordingFormat option.

7.      From the Configuration Tree, select the Admin node.

8.      On the Environments panel, select Global.

 

Enable Call recording

 

9.      Select Yes for the Enable_Call_Recording option in the CDR group.

10.   Click the Save button and then the check_apply Verify button.

11.   Verify the new configuration and click the check_apply Check / Apply button.

 

Create Subscription Plan

In order to charge your customers for additional services (i.e. call recording), create a subscription plan and perform its configuration as described in the Charging for Value-added Services handbook.

Create Add-on Product

Create an add-on product that provides call recording functionality.

 

Create an add-on product

 

1.      In theRating section of the Admin-Index page, choose Products.

2.      On the Product Management page, click the  Add button.

3.      Fill in the “New Product” form:

·       Product Name – Type in the internal name of the product.

·       Product Name Visible to End User – Specify the name for the product that your customers will see on their self-care interface.

·       Account Role – Select Phone line from the list.

·       Currency – Specify the product currency; only tariffs that use the same currency will be permitted in the rating list.

·       Product Type – Choose Add-on Product and define its precedence level.

Included Services tab

·       Service Type – Select the Voice Calls check box.

·       Click Next.

NOTE: When Next is clicked, the product and all of the changes performed in the product configuration are saved.

Service Configuration tab

Define the default values of service attributes for all accounts for which this add-on product will be assigned.

 

Enable Call recording for the add-on product

 

·       Services – Select Voice Calls from the services list and select the Call Recording check box.

·       Feature Status – Click Enabled.

·       Specify what types of calls need to be recorded.

·       Click Next.

Allowed With tab

Define the main products this add-on product will be compatible with.

 

Combine the add-on with the main product

 

·       Select a check box next to the main products this add-on product will be used with.

·       Click Next.

Recurring Charges tab

This tab allows you to define a subscription plan which is mandatory for this add-on product, so that this subscription will automatically be applied to every account which this add-on product will be assigned to.

 

Define a subscription plan

 

·       Select the subscription plan you have just created from the Subscription list. You will see brief information about this subscription below.

·       Click Next.

Additional Info tab

·       Product Group – Select the group this product will belong to. The Create New Product option allows you to create a new group for this product and automatically assign this product to that group.

·       Allow Self-care Sign-up – Check this check box if you want your customers to sign up for call recording by themselves on their Account self-care interface. Otherwise, clear this box.

·       Description – This is your internal description of the intended use for this product.

·       Description Visible to End User – Provide a product description to be shown to end users on their self-care interfaces.

·       Click Next.

Notepad tab

Leave your notes about this product.

 

Now you are ready, so

4.      Click Done.

Assign Add-on to an Account

To provide your customer with the additional functionality requested, assign the add-on product to the corresponding account.

 

Assign the add-on to an account

 

1.      On the Account Info page, select the Add-on Products tab.

2.      In the Available add-on products list, click the Add icon next to the add-on product you want to assign to the account.

3.      Click the  Save button in the toolbar.

 

_Hint_Glasses TIP: If you want the add-on either to take effect some time in the future or expire after some period of time, or both, click the  Life Cycle icon and specify the add-on activation and / or expiration date. Click OK to save the changes.

 

Define the add-on product life cycle

Browse Recorded Calls

1.      Make some test calls.

2.      On the Customers page search for the customer whose call recordings you wish to listen to.

3.      Click the customer’s name to enter the Edit Customer screen.

 

Browse recorded calls

 

4.      Click the Wor109D xDRs icon to browse this customer’s xDRs.

5.      Choose the date range for which you want to see a list of calls and click the Show xRDs button.

6.      Click WorB42D Play icon next to the call you want to listen to on the xDR History page. This call will be downloaded to your hard drive in the .wav format.

 

_Hint_GlassesAlternatively you can browse recent call recordings via the customer self-care interface (accessible via the Accounts menu item in the Home popup menu).

 

Log in to the customer self-care interface using your login and password. Go to the IP Centrex tab and select Call Logs. Choose the date range for which you want to see a list of calls and click Search. The calls from the accounts that have call recording functionality enabled will have the Wor27E9 Play icon active.  Click Wor334F Play to download and listen to the recording of the call.

 

Browse recorded calls on the self-care

NOTE: Call recordings for a specific account can be browsed via the xDR browser for the account or on the account self-care interface.