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MyCalls Installation Manual

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1. Wizards TEH Apply Cancel Default Group box Col chooser Expand all Contract all Search q Slot ISDN Line M Logical Port CRC Multiframe RCA 06 T point 1 On Programming Quick Install E Cards CCPU Settings C BRI Setup E PRI Setup Cala A EN Wiza O Syst G Search Basic Rate ISDN The card must be set to trunk mode refer to the hardware manual for further information Connecting The Call Recorder Securely connect the supplied power adapter to the call recording unit A straight through patch cable should be connected from the NTE to the BAI IN or PRI IN socket on the front of the recording unit Another straight through patch cable should be connected from the BRI or PRI out connector on the front of the recording unit NTE Recorder PBX AS FTE TS EE BRI BRI PRI In PRI Out Once the NTE has been connected to the BRI or PRI in socket the In status led should change to amber When the cable between the BRI or PRI out has been connected to the ISDN card in the PBX you should see a layer one light on the ISDN card in the PBX The Out status light will also show amber when the out is connected to the ISDN card in the PBX If the power is disconnected from the recording unit all calls that are in progress will be disconnected Any new calls that pass through the box will continue to be connected whilst the call record
2. users E Mame Abbreviation Agent Desktop User Job Title Group Organisation User Role Email Address me Create a layout in MyCalls you want to appear on the Agent Desktop application If you want the layout to be Always on Top in the Agent Desktop select Always on top from the view menu before carrying out the next step MyCalls Demonstration Layout Configure View Reports System User Demonstration Help W ia a Se Air A 3 Default Abandoned Calls Incoming Calls Outgoing Calls All DIDs Demo PBX All Trunks Demo PBX 11 All Trunks Demo PBX Click the layout menu save public Enter a name for the layout This will save the layout as a public layout in the MyCalls application Save Screen Layouts yy ajx Save Screen Layouts fou may save a screen layoutto an existing name or a new name This means that other users can load it and use its as El starting point to create their own layout mars e Save to database Layout Name Agent Desktop C Save to external file Lavout Hame On the layout menu again click assign you can the assign the user to the layout Assign Screen Layouts a a x Assign Screen Layouts You may assign a screen layout to a set of Agent Desktop Users This means that the next time these Agent Desktop Users log on they will display this layout The Users will not be able to modify the layout and if a user statistics window has
3. Apply Cancel Default Group bo TCP Fort 4007 Advanced programming level Programming Level o G Additional Devices a ls nes El SMD E ar El Setup 3 do E SMOR Port Setting E SMDR Service Options Ji say LJ SMOR Output Options 2 E SMOR Output for Trunks Expand All Collapse All 2 Wizards i System Data E search In Wizards Additional Devices SMDR Setup select SMDR Service Options Configure SMDR Port 1 as follows click apply to save the changes Output Port LAN Header Language English Omit Digits Minimum Digits Minimum Duration Minimum Ring Duration 0 SMDR Format General Overseas Apply Cancel Default Colchooser Expand all Contractall SMOR Serv gt Help Drag a column header here to group by that column LAN 0 1 English 0 o 2 Not set English D jo 0 D 3 Mot set English 1 O O O 4 Hot set English 1 O O O 5 Mot set English 1 O O O B Not set English 1 O O O T Hot set English 1 O O O a Not set English 1 o 0 O SMOR Form General Over General Over General Over General Over General Over General Over General Over General Over Note as there is only one TCP connection available for SMDR only SMDR Port one can be used In Wizards Additional Devices SMDR Setup select SMDR Output Options and configure as shown below again click Apply to save the changes ltems that are marked with an X are enabled and unc
4. fi 670972008 o 2092008 PEs Extensions Concurrent Users ACD Supervisors i Unlimited li lo Agents Agent Desktop Users Wallboard Users lo lo lo Call Playback Users Digittal Trunks Analog Trunks IP Trunks lretall A Window will open containing the registration information and instructions if the PC that MyCalls is running on has internet access then open the following web page If the PC does not have internet access then save the text from within the windows into a text file and take it to a PC that has Internet Access http www kelmar software com svlicensing default aspx 548100 Registration Request i x Request SV Registration Code Follow the instructions below to generate the 548100 registration code After you have received the registration file use the License Manage to open the file and then install the license Instructions Copy all of this test save it to a test file then take it to a computer that has internet access open it then follow the instructione below Open a web browser and go to the page http lemas kelmarsoftware corm svlicensing default aspx Copy the following information into the page Registration Request nformatior OneDiqwhbsHkO allOHe Aggbbovil 4 1 FEBBAw 4y dri ekgmg zebr Sg trl k 4s CBE gy tulek FSE WOR Mopar bS 7D M PE ub Aso 541 49 obi O espese pzGMtsSsdA vy fulgl4eal kqqva4woohialPAkLAJTLy cOMU vw BR 1Ju0 Dw COLE SR YyNOSUPogsbldksatghusseyT DAB MpdHtyggktag
5. is a legal agreement between you either an individual person or a single legal entity who will be referred to in this EULA as You and Microsoft Corporation for the Microsoft software product that accompanies this EULA including any associated media printed materials and electronic documentation the Software Product Ido not accept the terms in the License Agreement lt Back Cancel Click next to accept the default installation location A Media Encoder 9 Series Setup Installation Folder A aan You can specify the installation Folder For Windows Media Encoder 9 Series Installation Folder c Program Files Windows Media Components Encoder Browse Cancel Click install to begin the media encoder installation 5 Windows Media Encoder 9 Series Setup Click Install to begin the installation Click Back to review or change any installation settings Click Cancel to exit Setup and close the wizard Once the media encoder has installed click finish i Windows Media Encoder 9 Series Setup Completing the Windows Media Encoder 9 Series Setup Wizard AS Windows You have successfully completed the Windows Media Media Encoder Encoder 9 Series Setup Wizard To close this wizard click Finish Ganicel The Sense installation wizard will now begin click next on the welcome screen 7 Retell Sense Call Recording f O x Welcome to the Retell Sense Call Record
6. EAT PATE 41 PCV NDS OD USON acta 41 Oiher User ROlES erradicar koa a i 44 Baci l A EEEE EE cosine EAE ATIE ASEAS EAEE EET EE NETE 45 Reading the license from the SV8B10D0 ccccccoocccnccccnccncccoccnnconononnnononnnncnnannnnnnnannnnnonanennnns 45 An io CO ny E E E uses 46 Upgrading a License ccccceeccccseececeeeeeceueeecaeeeeeseeeeseueeeeseeceesaeeessaeessaeeessaueeesaeeeessags 49 MyCalls Call Recorder Licensing oocccccccccccncccoccnncononnnnnononnnnnonancnnnononcnnnononnnnnonnononess 49 COMPOSITION AN 50 OA nn Po wn venues E eearees 50 Pre OIG CMG A A A 51 Configuring the ISDN card in the PBX oocccccccccccnccccoccnnconononnconancnnnononnnnnononennnnnnncnnnnnnns 52 Connecting The Call Recorder oocccccccocccccccncncnncconcnnnnnonccnnnnnnconnnnonnnnnononnnnnonennnnnoneness 52 Locating the Call Recording Unit and PC ccccccnocccnccccccnoncccoconnnnnononnnnnoncnnonnnnnnnnnnancnnnos 53 Installing the call recording software cooocccconnnconcnconcnconcnnonnnononcnonncncnnnnonnnnnnnnrnnoneninnnos 53 MyYGalS COMM GU ION rias 63 Call playback Users and QrOUPS ccoooccccccccncnnnononnnonononcnnnononcnnnnnnnnnnnnnnnnnnnnnennnnnonnnnnnnoneness 65 Playing Dack del A eo 8 IO e y PE 67 Finding Recorded ANS oscars tan aaisan aan R a a a E EEND SRE 69 a o Ee E l c ana deidad 69 Customising the Call Records VieW oocccccccccccnnccconcnncnnonnnnonnoncnnnonnnnnnnnnncnnonnnnennnnnons 70 Exact Onannel WADING raean eraa
7. Sales Selectihe types thay vou wish to filter the results to The filtering will be configured later in the wizard depending on what you select Ifyou do not wish filter the results to a certain type of device then do not not select that option Account Codes Groups Pilot o Costing Types Calera Groupe iw E Call Durations Call Types PBs Trunks Groupe Users Organisation Groups DlDs Groups Dialed Received Numbers To filter by an individual device or device group check the box next to the group for example Extensions Groups and click next E Group Summary Configuration 3 nl X Select the Extension Groups to include in the report By selecting the include deleted extensions itis possible to report on extensions that are no longer active inthe configuration Calls will not be double counted ifthey exist in multiple groups such as All Extension Types and a user group Extension Groups to Include O All System Phones C All User PBX Phones Selecta O All User Phones O All Voice Mail Ports DJ SALES E Select None O Unassigned Extensions T Include Deleted Extensions Type part of a number here Included Extensions Prev Nest Finish Cancel To include a specific device group select it from the list of groups To select individual devices start to type in the device number in the Type part of number here box Then select the extension or extensions to add and cl
8. are to be recorded for example Extensions DIDs Selected Available Selected Available Ee 200 200 e EXT 201 201 DD 950 951 EXT 202 202 gt EXT 203 203 4 ExT 204 204 ie Do not record the selected extensions Do not record the selected DIDs Only record the selected extensions Only record the selected DID Callers Trunks Selected Available Selected Available gt gt i gt i Line 005 005 f Do not record the selected callers f Do not record the selected trunks Only record the selected callers Only record the selected trunks Users Selected Ayvallable TT ie Do not record the selected users Call Types iw Record Incoming Calls if Record Outgoing Calls Only record the selected users acu Extensions DDI s Callers Trunks and Users can all be included or excluded from being recorded as required Add devices to the selected list and choose Do Not record the selected devices or Only record the selected extensions You can also decide if to include incoming only outgoing calls only or both Call playback users and groups By default if no users are created in MyCalls you will be able to playback calls Once you create any users you must login to MyCalls as a user Any users that are created and want to play back calls the users must be enabled for call playback In Configure Organisation click create new user or edit an existing user T
9. been included it will only show statistics for the lagged on user Layout Name Assigned Users Agent Desktop Agent Desktop User Organi Select All Select None Now logout of MyCalls and login back in as the Agent Desktop User Enter a user name and password Wher logged in you will he allowed to Use the system to the level that our user has been granted This could be as either a User supervisor or admin User Mame Agent Desktop User Browse Password pe When you login you will see the layout that was assigned to the user MyCalls View User Help E Default Abandoned Calls Incoming Calls Outgoing Calls All Trunks Head Office All Trunks Head Office All Trunks Head Office BET Daily Daily ud Fl had i nen i l Licensed to User Richard Horsley Company LAB PE Expires on 01 02 2009 Logged in User Agent Desktop User at Other User Roles Any of the other user roles can be created and login to MyCalls The various user roles have different features available to them check the version differences in the helo menu of MyCalls for details Licensing The MyCalls license is stored in the SV8100 and after MyCalls is installed you have to instruct MyCalls to read the license from the SV8100 inbuilt license server After the license has been read from the SV8100 it will hold its own copy of the license Only when the license changes on the SV8100 would you need to r
10. iw e Call Durations ut Call Types PBs Trunks Groupe Users Organisation Groups DlDs Groups Dialed Received Numbers To filter by an individual device or device group check the box next to the group for example Extensions Groups and click next E Group Summary Configuration rj l j Oo x Select the Extension Groups to include in the report By selecting the include deleted extensions itis possible to report on extensions that are no longer active inthe configuration Calls will not be double counted ifthey exist in multiple groups such as All Extension Types and a user group Extension Groups to Include O All System Phones O All User PBX Phones Selecta O All User Phones O All Voice Mail Ports O SALES E Select None O Unassigned Extensions Include Deleted Extensions Type part of a number here Included Extensions Nest Finish Cancel To include a specific device group select it from the list of groups To select individual devices start to type in the device number in the Type part of number here box Then select the extension or extensions to add and click add The extensions that will be reported on are listed in the Included Extensions box You may also filter by Dialled Received Number Costing Type or Call Duration Call Details Configuration A Of xj Specify the devices to filter the report to The report can fil
11. login screen click OK Enter a user name and password When logged in you will be allowed to use the system to the level that your user has been granted This could be as either a user supervisor or admin User Name Browse Password gees From the main screen click the View menu and select Call Records Window You will notice any processed call records will be displayed in the lower section of the screen lf no records are being displayed you should check the programming of the SV8100 mMyCalls Layout Configure w gt 3 E Call Yolume Chart View Reports System User Help fea Real Time Information allRecords window gt Alarms Window Audit Log Window Daily Number of Calls Date Time PB From Device To Device Number User Location Abbr 10 04 2006 15 47 Head Office BOO ACD GRP 1 202 EXT 202 201509201 i Mone Loughborough Inc Licensed to User Company Expires on 10 04 2007 Logged in User None Viewing Amending Configuration Most of the configuration for MyCalls will have been collected with the import tool To amend or add to any of this data you need to go into Configure Telephone System MyCalls view Reports System User Help lala 3 Telephone System Organisation Callers Costs Alarms Audible Alarms System Settings Operational Settings Expand PBX s and t
12. recording unit See Note 2 A maximum of 2 call recorders are currently supported per PC Note 1 1GB of disk space will store approximately 100 hours of call recordings depending on requirements it may be necessary to increase the available disk space in the PC Recorded calls can be archived to free up space from the PC Note 2 There must be an available USB port for each call recorder that will be connected to the PC Only two call recording units can be connected to one USB controller on a modern PC you could have 6 USB ports on a PC that all run off one controller If more than two units will be connected to one PC then is will be necessary to install a separate USB controller card in the PC Once two call recording units are connected to USB controller then no other USB devices should be connected to the controller Where a USB keyboard and mouse are connected to the PC a separate USB controller should be used for the call recording unit The PC Specification for a call playback client is as follows Intel based processor 2 5GHz 512MB RAM 6GB of available Hard Disk Space Windows 2000 XP Pro A sound card and speakers are required for call playback Configuring the ISDN card in the PBX Primary Rate ISDN If you are using PRI the card must be set to have CRC4 ON you set the configuration in Wizards Quick Install Cards PRI Setup The card must also be set to trunk mode refer to the hardware manual for further information
13. save the changes to the recorder configuration then OK to save the changes to the PBX configuration Once configured you should make a call on each trunk to make sure the exact Channel Mapping is working as expected Multiple Units When using multiple units the same concept applies to the Channel Mapping for each trunk on the PBX The only difference is each Call Recording unit must be given a unique ID this would usually be 1 2 3 or 4 as applicable By default each unit comes with unit ID 1 The following procedure describes how to change the ID of a Call Recording unit Changing the ID of the unit will not drop or terminate calls that are in progress 1 Unplug all Call Recording units and plug in the unit that you want to set the ID on 2 From the Start Programs Retell Sense Services menu stop the Retell service 3 Browse into the installation folder i e c program files retell sense bin and start the vps exe application The following screen is shown the top line shows a device number take note of this device number DEVICE A lA A E A E uptime 6 6 6 CS uptime 6 6 6 build 1760507 1415 IsoRead buffers perSec 185980 9 total 22688 actiue 6B Isokead dru errs total drur lostTrans partialTrans buffer errs imissing 4 garbage 15 IsoWirites persec 1464H b InterReads 2 InterWrites 2 Calls active 4 total Ind Req 6 Conf Resp Dis 8 delta Extra dailed 6 dis 6 intercept 6 curVors 6 t
14. to click allow when asked if you want to allow the setup exe to run The installation wizard will begin InstallShield Wizard Preparing to Install MyCalls Setup is preparing the InstallShield Wizard which Will guide you through the program setup process Please wat E At the Welcome screen click next jig MyCalls Installation Wizard x Welcome to the Installation Wizard for MyCalls The Installation Wizard will install MyCalls on your computer To continue click Next i WARMING This program is protected by copyright law and international treaties Back ji MyCalls Installation Wizard License Agreement Please read the Following license agreement carefully MyCalls License Agreement Please carefully read the following license agreement for the license of the product MyCalls software Licensed Progran produced by NEC Infrontia Corporation The Company The Company grants to you the right to use this Licensed Program in accordance With the terms specified in this document By installing this Licensed Program you consent to be Hound by and become a party of this Agreement l 1 accept the terms in the license agreement Print Installshield Select Complete and click next ie MyCalls Installation Wizard Setup Type Choose the setup type that best suits your needs Please select a setup type E All program features
15. C Infrontia equipment The reason for this is that on Primary Rate there are 30 B channels and 2 D channels B Channels are used for calls only D channels are used for signalling only The two D Channels that are used with Primary Rate ISDN are channels 16 and 32 These ISDN channels relate are not visable in the configuration of the SV8100 The diagram on the next page shows the full relation between SV8100 Trunk and ISDN Channel Numbers In MyCalls go to the Configure Telephone System Edit PBX and edit the Call Recorder configuration Recording Sener Name Password space Recording Aules Playback Port Download Speed F Bits sec seno gt 50000 Recording Backup Archive Port 5802 Test Eonnection Trunk Mappings Trunks a Unit ID Port Channel al Trunk Type Click the Assign button next to trunk 1 and assign Unit ID to port O and channel 1 Edit Trunk Mappings 7 x Edit trunk Mappings A trunk must be assigned to the correct Retell Unit Port and Channel The assionmentis essential to ensure that the correct recordings are played back Trunk Unit ID Part Channel pr a Ao A A The following table shows how to configure the other trunks Take note that ISDN Channel Numbers 16 and 32 should not be assigned to any trunks for the reason previously explained SV8100 Trunk Unit ID Port ISDN Channel Number h i Q3 Configure all the trunks as required and click OK to
16. C PO A A A NA DA ETE Aa O E HA AA A A A O E A A NN E ETA Aa PE EN EA A CA EA LIABILITY DISCLAIMER NEC Philips Unified Solutions reserves the right to change the specifications functions or features at any time without notice NEC Philips Unified Solutions has prepared this document for use by its employees and customers The information contained herein is the property of NEC Philips Unified Solutions and shall not be reproduced without prior written approval from NEC Philips Unified Solutions All brand names and product names on this document are trademarks or registered trademarks of their respective companies Copyright 2008 NEC Philips Unified Solutions NEC Philips Unified Solutions P O Box 32 1200 JD Hilversum The Netherlands
17. Groups Paste Pilot Numbers Once the data has been pasted in it will be displayed in the Config Import Tool You may select deselect which items that will be imported Ele Configuration Import fe Account Codes A Callers ABB Dial ot Carriers Drag a column header here to group by that column Name Selected Humber 150 ECO II e Pr Lc een en nea e NS El Extensions ll AA A E El Estension Groups FM 1E ns es rg A E Pilot Numbers BL Service Codes E General EE Trunks The procedure can be repeated for each of the different devices that are being used in the PBX a summary of the Config import items are show it the following table Account Codes If account codes are enabled the account code numbers are listed here DiDs The DDI numbers and names that have been setup The general page needs to be imported to tell MyCalls the IP Address of the PBX and the TCP ports used The general page will also verify that the SMDR is configured correctly on the SV8100 There are 3 different pages from where the general page can be taken from depending on the SV8100 configuration The rules on which general page you should use can be determined as follows e If you are going to collect the P commands and SMDR from the Ethernet port of the CCPU then use the General CCPU page This page is normally used where the VOIP is not being used on the PBX e f you are using the IPLA for the SMDR and P comman
18. H Frar Osy A permanent license will be generated that will be emailed to you Store the new license somewhere Copy to Clipboard Enter the details into the website the user name organisation should be details of the customer The email address is the mail address that the registered license should be sent to You can also elect to receive MyCalls email notifications check the box to enable notifications Now copy and paste the registration information into the Registration Request Information box Take care when copying the information into the box to make sure that only the registration information show in the above screenshot highlighted in blue Do copy any other information or it may result in an invalid license being issued Finally click the Send Registration Details button to submit the registration request gt MyCalls S 8100 License Registration Page Windows Internet Explorer g yv le http www kelmar software com svlicensing default aspx 1 Va ake MyCalls 548100 License Registration Page Enter the details of the customer the license registration is for below The registration file will be emailed to the email address provided Une Nano lt lt Organisation DS Computers Ltd Email Address david smith emailcouk Do you wish to be notified by email of product upgrades information regarding l Notify me of updates and information regarding MyCalls MyCalls rOnsDtaWnB8Hk0a0U0
19. He Zga6bbi5vt17 A1FE6BZw y1drlJekqmgPZ8D974VSJ g tYI k4sCsbQ 4 gj2uleKjFS5EWxO0fWMap5 bSYDM PEuKXhsoiT75yKk1Z4h1mMiMQeAsyvsEpzGMtX1SXdRv7uJqL48A Registration Request Information GkaqayGAwo8RiaQPZkLRI1LVcOMUvwWwBR1JuO0DwCDLitB3RvN051J1 gq8bUdxAa gGu3AsyT D82iBX MpdHtIvagkt39NFraYU Xy Zi Send Registration Details License Registration File has been emailed to david smith email co uk Save this registration file and install it using the License Manager application Once the registration has been submitted it is automatically processed by a web server and a registered license file is sent to the email address that was provided The email will come from SV8100MyCallsRegistration kelmar software com and will have a license file attached Save the license file onto the MyCalls server and open the license manager From the file menu select open and open the Irf that was in the email Verify that the information is valid and correct then click Install to install the license The main difference between the license pulled from the SV8100 and the registered license it the expiry date The license pulled from the switch will have an expiry date of 15 days from when it is read from the SV8100 The expiry date of the registered license will increase by at least 1 year or to the date 01 01 2105 F MyCalls License Manager E _ 5 x File License SV6100 Help Serial Number License Type 951 T r025 efc0 4bf3 ae48 1dc a7 7r fe ha ulti L ser Regis
20. S uptime 6 6 6 Bbyeild 176567 1415 IsoRead buffers perSec 18392 3 toiwl 262 active Isokead dru errs total drur H lostTrans part ialTrans buffer errsimissing 4 garbage Isollrites perSec 1646 6 InterReads 2 Interllrites 2 Calls active 4 total Ind Req 6 Conf Resp Dis 6 delta Extra dailed dis 8 intercept 8 curVors 8 totAutoWors H GCalls h 6 last call ended 6 48 60 ago Hx errors Unknown commands 1 Zero Plci Active buffers LookAside size S52460 actual 524860 gets 643680 releases 5284MB In s Iso psh 8 pop 8 size 4 Intr psh 2 pop 2 uts Tsoi psh 6 pop 27046 reset 6 curldx 1128 Inter psh 2 pop 2 SenseQ psh 4 pop 4 size MainLoop loops 26 waits 27 Calls DEVICE 1 PRI 2 1976607R6 1 O EA E uptinme 8 4 4A CS upt ime 0 0 0 bsild 174650701415 ERES A A A A IsoRead dru errs total drur 6 lostTrans 8 partiallrans B buffer errs missing 4 garhbage 16 IsoWlrites perSec 1631 7 InterReads 2 InterWrites 2 Calls active B total H Ind Req 8 Conf Resp Dis H delta Extra dailed dis intercept 8 curldors 4A totAutoWors H Calls h 58 last call ended 8 80 80 ago Kx errors Unknown commands 1 Zero Plci Active buffers LookAside size 5S2460 actual 52460 gets 643680 releases 528460 In s lso psh B pop 4 si1ze 8 Intr psh 2 pop 2 OutGs Tsoi TOA E AI ES A SenseQ psh 4 pop 4 size MainLoop loops 27 waits 26 Calls Close the con
21. Show Overview Show Summary Use Short Names Edit Title Font Edit Status Font Visibility iw Show Title i Show Calls In Queue Label iw Show Caller le Show Calls In Queue Value iw Show Trunk e Show Longest Wait Label Vv Show Usage e Show Longest Wait Value The DDI status window will be displayed DID Status F DID 9055 Caller Trunk CIQ 0 Longest Call as 00 00 Running Reports Pre Defined Reports When MyCalls is installed there are a set of pre defined reports available to run These Report Items can easily be copied renamed and customised From the MyCalls Menu go into Reports Reports and expand Report Items There are two main types of reports Lists and Summaries A list report will display individual call details showing the time date CLI and other information relating to the call A summary report will display the number of calls totalled up and other statistics There are 3 default folders containing reports Daily Monthly and weekly Expand one of them and choose a report E Configure Reports A ma x E Report Templates three re Report Items List All Abandoned Calls List All Abandoned Calls Provides a list of detailed calls that are grouped by a specified device type such List All Calls as extension or account Code The report can be further filtered so it only g 3 List All Calls by Telephone Number applies to a certain range of
22. UNIVERGE NEC UNIVERGE SV8100 rsion Document History Revision 1 0 September 2008 First release Contents Contents SE A Am 4 Requirements c occoccccncccncnconnconcnnncnonnncnnconnrnnnnncnn non nnnnrnrnnnnnnnnrnrrrnrnrnnnrrnrrrnrnrnnncnrenanenas 5 1 enS EEEE e E A N A E ET EE E A A E E 5 IWC GNIS PG PECA OI rt raiaas 5 So TOO sive al c lili 2 arca 6 Programming the SV8100 USING a SCrlipt occccccocccncccncccnncnnnccnnnnnnnonnnnnnnoncnnnannnnnnnanennns 6 Programming the SV8100 Manually ooccccccconccncccoccnncononcnncononnnnnonanonnnonanennnonancnnnonos 8 Installing The MyCalls Server cccccccccseeceeceeeeeeeseeeeeeeseeeeseesaeeeeeesseeeseesseageeessaeeeeeeas 11 GONigU ra OM MDO Nascar 14 ASA EEE aires 18 Check Calls are being Captured oocccccccccccncccccnnocononcnnnononncnnonnnnnnnnnnannnnnnnnncnnnonanennnnnos 18 Viewing Amending Configuration oocccccccocnnncoconncnnnnnnnonnnnnnncnnononnnnnnnennnnnnnennnnnoneness 19 Setting Up Real Time Display WINdOWS ooccccccccccnnccconcnncononcnnnonnnconnononcnncnnnncnnnnnnns 22 AI AO asiatica 26 Pre Defined ReDOM Srs eanenenseeieeaceenssucsaasaneaaesacateesaneaat 26 REPO OUD Sites deceo lato catolica ee ee ee 33 Running Reports Using Report Templates cccoocccccoccncconcncccocononononnnnanononanonononennnnos 34 Macia APA An 36 Network I rennene Bape ore ences iio ratonera citadino 36 o OIE e A 39 A AAA e PO E PE POE E AE T
23. You can limitihe number of lines on the report and also order the report by a particular type of valle Group ltem on Report By tension ii Humber of teme on Report Limit number of items 50 t Display all matching items Order Report Output By Ba 2 Time of Call T Display each item on a new page Frew Next Finish Cancel In here you can choose how the information is displayed within the reports The drop down menu Group Items on Report By allows you select if the calls are grouped on the report For example if you group by extension the report would first show you all calls for extension 200 201 202 etc If you grouped by DDI then the calls would be shown for each DDI in turn The Number of Items on Report can be modified to display to display a fixed number of calls To list all calls select Display all matching items You may also configure the Order Report Output By If for example you grouped the report by extension you can display the calls within the extension by the Time of Call Call Cost Handling Cost Duration or Ring Time At this point you can click finish and the report will run By clicking next you can configure optional report filtering Report filtering allows you to narrow the information displayed in the reports For example you may only wish to include a specific extension or DDI Click next to start filtering Set Filtering Options E Call Details Configura
24. allation has completed then the client will be able to use any of the functions available in the MyCalls application There are two types of clients that can be installed a network client or a standard client A network client works by installing a small amount of components on the client PC and then running the MyCalls application from a network share off the MyCalls server A standard client will install a lot more components onto the client PC and the application will be run from the local PC Network Client The main advantage with a network client is that you only need to install it once on a client If the MyCalls software running on the MyCalls server PC was upgraded then as the MyCalls client runs the application from the server the client could not need upgrading During the installation of the MyCalls Server the MyCalls installation folder is shared In a Windows Domain environment users will need the read and execute permission to the MyCalls share on the MyCalls server To see if a client can access a share from Windows explorer type servername mycalls where servername is the name of the MyCalls server In the example below the server is called mycalls HDD C File Edit View Favorites Tools Help K Back 7 Bi 4 Search gt Folders Address Venvcallsymycalls m Hide the contents of this drive TA Add or remove programs Documents and Settings gt Search For Files or folders If an
25. configure the Channel Mapping 21 x Edit trunk Mappings A trunk must be assigned to the correct Retell Unit Port and Channel The assionmentis essential to ensure thatthe correct recordings are played back Trunk Unit ID Fort Channel Cancel When you have clicked the Assign button use the drop down menus to assign trunk 1 unit ID 1 Port 1 and Channel 0 Repeat this procedure for trunk 2 setting all the items the same except that the Channel Number will be 1 This will need to be carried out for each trunk that is recorded refer to the below table which shows a typical configuration where trunks 1 8 are recorded oom E 0 Once each trunk has been configured click OK to save the changes to the recorder configuration then click OK to save the new PBX configuration Once these changes have been made it is recommended that you make a call on each trunk that has been configured to confirm that the Channel Mapping is working correctly Single PRI Unit When a single PRI unit is being used you similarly need to assign a Unit ID Port number and Channel Number to a Trunk Number in MyCalls Unless multiple units are being used the unit ID will always be 1 As there is only one port on the PRI units it is always referred to as port 0 Port O Service LED Bank NOTE With Primary Rate ISDN the Channel Numbers do not run sequentially from 1 30 as usually expected This is an industry standard and not specific to NE
26. cording based on DDI Extension CLI Configurable user playback options Requirements Telephone System An SV8100 Telephone System running system software version 1 or greater The appropriate level of PC programming should also be used A connection to the SV8100 MIS and SMDR output Please refer to the SV8100 programming section of the manual for further details MyCalls PC Specification Minimum Specification Server Intel based processor 2 5GHz 512MB RAM Min 10GB of Available Hard Disk Space O S Windows XP Pro SP2 Windows 2000 SP4 Windows Server 2003 Windows Vista Business Ultimate and Enterprise Recommended Specification Server Intel Dual Core processor 2 6G Hz 1GB RAM Min 10GB of Available Hard Disk Space O S Windows XP Pro SP2 Windows 2000 SP4 Windows Server 2003 Windows Vista Business Ultimate and Enterprise Please note the PC Specification for running in MyCalls Call Centre MyCalls Call Recorder or MyCalls Enterprise model are different refer to the appropriate manual for further details You will need local administrator rights to the PC to install MyCalls MyCalls is not supported on 64 bit operating systems or in a thin client environment V8100 Programming MyCalls requires two TCP connections to the SV8100 in order to work SMDR and P Command SMDR is used to provide call information after calls has completed P Commands are used to display real time information such as extensi
27. crease the amount of data on the network significantly Show these sorts of call Mu calls All calls for Users in my Organisational Group on my PB C All calls for Users in my Organizational Group across all PEs i Custom Maxinum number of records to show AD Edit Title Font Refresh time in z En 4 Edit Records Font A wizard will now start allowing you to select the calls you wish to view The wizard is almost exactly the same as the report wizard The first step in the wizard will allow you to customise the dates for which the report will run Enter the required reporting period and click next E Custom Call Records iew Configuration l 5 x Specify the time period the report should cover The repor can be run over a changing period depending on when itis run such as this week or as a fixed time The reporting period can also include two time periods with in the defined date ranges such as 09 00 to 12 00 Period and 13 00 to 17 00 Period This will only include calls that were handled within each of these time periods Eoo PALE Feriod 1 Start Feriod 1 End 00 00 00 23 59 59 C Custom Start Date Start Time 18 05 2007 00 00 00 Include calls for the following days end a eaen lw Mon wo Wed Y Fi wv Sat 18 05 007 ia Ma aid fe Tue for crn Sun The second part of the wizard allows you to either include call of certain duration or ring time There is also an option
28. d Output then you should use the General IPLA Page e If you are using Netlink then you should always use the General Netlink This means that the SMDR and P Commands will be collected from the IPLA card l PLA IP Address SMOAR Output 4001 ACD MIS 4000 ACD Agent Control 4002 3 CTI Server 0 SMDA Format Type 8 General Overseas Sao eave la Date Format European format Date bmMonthtrear Date El Applications Output Port Type LAN Bee El MyCalls Omit Digits O O sta a orion co E Callers ABB Dial Minimum Duration E E Carriers Minimum Aing Time Copy Bese EJ DBDs Toll Restriction Call Paste ae LJ Extensions Trunk Murmber tar ei a C Groups Toll Charge Cost E General CCPU E General PLA E C Service Codes Expand All Collapse All Incoming Calls Extension Humber ODI Table Name Default Help on Caller ID Output hen ODI to Trunk Caller 10 001 Number Trunk MName Recelved Dialed Number Both Caller ID Number Account Code Caller ID Name Account Code Same line A Wizards IS Dai a Sea Caller ID Name Output Method When you have selected the correct general page select the entire contents of the page and press Ctrl C or right click and select Copy Selection Now switch to the Configuration Import Tool right click and choose to Paste General Information Once you have the items you require in the Configuration Import Tool click the import icon E Configuration Imp
29. der Deskto p My Documents an Mi Computer ig kiy Network File name Placez Fe ss Save as type Calls that show a speaker icon crossed out means the calls has been excluded from call recording in the recording rules configuration From Device To Device Number Location 201 EXT 201 001 Line 001 01509643150 Loughborough Aran aid FAN i cn Finding Recorded Calls There are two ways that you can retrieve calls for playback quick search or by customising the call records view Quick search is the easiest way to find a call by CLI DDI or extension Customising the call records view is a more advanced search of calls Quick Search From the view menu click call record view The quick search is highlighted below by default it shows the last 50 calls for today To change the date to search on select from the list in the Period drop down menu To enter specific dates choose custom The next line down allows you to search for a particular telephone number DID and or extension You can also choose which call types to include and the maximum number of calls to display Once you have selected your criteria click the refresh button to update the view o 020001 00 00 eaa From Device To Device Number Abbr Co ass Duration 26 09 2007 10 55 ell Rich H O43 043 OF F822 73342 Out Mo le Numbers 00 00 48 00 00 00 E a nue 3211 Rich H 01509643950 Ine Inc
30. devices such as a specific extension group or 3 List All Calls to Voice Mail organisation group dee E List All Outgoing Calls Tasks ae List Call Costs by Most Expensive Call 3 List Top Dialled Numbers Run Report Item 3 List Top Received Numbers Lise the Run Report tem option to run the report with the configuration that 3 Summary Profile Abandoned Calle by Half Hour was saved when It was created A Summary Profile All Calle by Half Hour Edit Report tem 3 Summary Profile Ans Abd Calls by Ring Time Use the Edit Report Item option when you wish to modify the configuration A Summary All Abandoned Calls of the report ae Summary All Calle by Costing Type 3 Summary All Incoming Calls Copy Report Item l 3 Summary All Outgoing Calls Use the copy Report tem option when you wish to create a copy of this E Monthly Reports report item Weekly Reports Change Group Use the Change Group option to move the report item to a different or new group Delete Report Item Use the Delete Report tem when you no longer wish to use this report configuaration To run the report click on it and select Run Report Item from the right side of the reporting window The report will be displayed in the report viewer in MyCalls If you wish to customise any of the reports you are able to create a copy of an existing report item and modify it Choose the report you wish to modify and click Copy Report Item Name a Report Item i x Ent
31. e Configure and Run n hoc report that you do not we Create Saved Report Item Lise the Create Saved Report you want run again with the schedule Click Create Saved Report Item and enter the report name At this point you may also assign the report item to an existing report group or enter a custom group Name a Report Item F a x Enter a name for this report item Report items should be named so as to reflecttheir purpose and can therefore be easily identified You may either select an existing group or enter a new group name to help organise the Report Items Report Name Technical Reports Report Group Technical Custom Reports Daly Reports Monthly Reports Cancel Sales Reports Weekly Reports The report wizard will start and you can complete the wizard as described from the Set Reporting Period section of this manual Once the wizard is complete the report will appear listed under report items Expand Report Items and navigate to the report item you have created cluck Run Report Item to run the report E Configure Reports 3 ax amp Report Distribution Lists gt By Report Templates h Support Agent Last Week B A Report Items E Custom Reports Provides a summary of a set of values for all the members of a group for any Daily Reports given type of device The information included on the report is user selectable 3 Main Number Calls Answered By along with the headings and widt
32. ed with all the names beginning with those letters Click Select to choose the user or Clear to choose no user Type part of a user name here Selected user User 2 Select Clear Playing back calls From the view menu select Call Records View By default the call records view will display the last 50 calls for the current day Calls that have been recorded will show a speaker icon meaning they have been recorded To play a call that has been recorded simply double click the speaker icon to play the call Drag a column header here to group by that column yy patete From Device To Device Number Location Se 18 05 2007 15 13 201 EXT 201 002 Line 002 123 Loughborough ace 2007 15 13 200 EXT 200 001 Line 001 1123 E uahboroudgh di parias After you have double clicked the speaker the player will load and play the calls The diagram below indicates what each button in the player does Current Play Time Pause Stop Seek Bar Step Forward 1 Doe Play Playback Export to File Step Back 10 seconds Set beginning of Setendofloop Continuous loop point point Loop If you click the export button you can save a recorded file as either wav or wma format Note that files saved in wav format will be far greater in size than wma files Enter a name and click save Fe My Documents a e H My Computer Mp Recent a My Network Places SE E Mycalls spirelive_1 4 6 4 i sl recor
33. ense You will be warned that the operation may take some time click yes to continue 58100 License Installation k Reading the license from the switch can take over 5 minutes and during this time the application will not respond to any commands This operation will not affect the switch but cannot be cancelled Are you sure you want to continue After the licence as been read from the PBX you will be asked if you want to install it click yes and the license will be installed on the PC MyCalls License Manager E A Are you sure you wish to install this license Any previous license will be oversikten The license will now work for a period of 15 days during this 15 day period the MyCalls software has to be registered If the MyCalls software is not registered during this period then it will stop working MyCalls License Manager y A The License has been successfully installed and will be locked to this computer This license needs to be registered using the Generate Registration Request option off the 58100 menu Registration After the license has been read from the SV8100 you should select Generate Registration Request File from the SV8100 menu MyCalls License Manager Oj xj 58100 Help File License Read License From Switch Serial Mumbe 331 fle oe Generate Registration Request File Registered User Registered Company E spires Maintenance Renewal
34. er a name for this report item Report items should be named so as to reflect their purpose and can therefore be easily identified Report Name List All Incoming Calls OF Cancel Enter the new report name and click OK The new report item will appear in the list To amend the report you can select the report and click Edit Report Item Configure Reports E a Report Templates lf System List All Incoming Calls A Usage a 13 Report Items Provides a list of detailed call E Daily Reports as extension or account Cod 3 List All Abandoned Calls applies to a certain range of out 3 List All Calls organisation group eb List All Calls by Telephone Number Tats 2 List All Calls to Voice Mail 8 List All Incoming Calls Run Report Item Report Item 3 List All Outgoing Calls Use the Run Report Item c vet i List Call Costs by Most Expensive Call was saved when It was cre cot List Top Dialled Numbers Edit Report Item fot i List Top Received Numbers Use the Edit Report Item c n l3 Summary Profile Abandoned Calls by Half Hour of the report Set Report Period The report wizard will start allowing you to customise the report For example the first page allows you to choose specific reporting period Under Regular you can choose Today Yesterday This week Last Week This Month Last Month This Year or Last Year It is also possible to enter specific dates in Custom Peri
35. eread the license from the SV8100 When the license is working within MyCalls it is necessary to register the MyCalls software there is a 15 grace period to register the MyCalls software The time it takes to read a license from the SV8100 can vary based on the license type Note MyCalls will not be able to read a license while the 60 day trial is running on the SV8100 Before reading the license from the SV8100 you should check that PRG 90 55 01 is set to 0 A license will also need to be installed on the SV8100 Reading the license from the SV8100 From the Start Programs NEC Infrontia MyCalls menu start the License Manager application select SV8100 Read License from Switch F MyCalls License Manager i Sy8100 Help File License Serial Humbe Read License from Switch t File Generate Registration Reques Registered User Registered Company Dr TO Enter the IP Address of the PBX and click read license The TCP Port can be changed if required you would only change the TCP Port if PRG command 10 47 had been changed 548100 License Installation 3 x SV8100 License Teei Enter the ewiteh IP nia and modify the portifnecessary Click the read license button The license Will Then be displayed This license needs to be registered using the Generate Registration Request option off the 58100 menu then the validated return license needs to be installed Switch IF Address Fort e080 Read Lic
36. etting Anter the C amp S Id 2 CS IDENTIFICATION 22 current active setting gt gt current user setting 12 Press escape twice to return to the main menu 13 Select option 7 to logoff 14 From the logoff menu select option 2 to save changed config and press enter 15 You will return to the enter password prompt 16 At the enter password prompt type d0 then press enter 17 Type qand press enter to close the VPS exe application down and then open VPS exe again 18 You will return to the following screen where you will see the CSID that you have set ey C Program Files Retell Sense bin yps exe DEVICE H PRI 2 17H607R6 1 76587 51415 C81D 2 uptime 8 64 B CS uptime 8 6 B Suild 1746507 1415 IsoRead buffers persec 1080340 9 tvtal 22682 active IsoRead dru errs total drur 8 lostTrans 40 partiallrans 19 Type qand press enter to close the VPS exe application down 20 From the Start Programs Retell Sense Services Start Service 21 This procedure can be repeated for each unit that needs an ID setting 22 Make sure you only have the unit plugged in that you are setting the ID for To check that each unit has an ID set start the console exe application from the c program files retell sense bin folder The CSID of each unit will be displayed as indicated below es C Program Files Retell sense bin console e O xj DEVICE BRI1 1 3101067R6 17685087 415 C5SID 1 uptime 6 6 6 C
37. explorer window opens showing the contents of the share then the client can connect to the server and share MyCalls on mycalls File Edit View Favorites Tools Help O Back ll gt Y E a Search Tu Folders Hak Address E Wreycalls My Calls iai File and Folder Tasks A O O eS Male asaa todas HAS eS Publish this Folder to the Web I de DefaultRep en a Other Places If an error is displayed saying there is a Logon failure then it is possible that the user trying to connect to the share does not have the correct permissions Ameycalls mycalls E x X yimycallsimycalls Logon failure user account restriction Possible reasons are blank passwords not allowed logon hour restrictions or a policy restriction has been enforced To check permissions on the MyCalls server right click on the MyCalls folder in C Program Files NEC Infrontia and then Sharing and Security f NEC Infrontia File Edit view Favorites Tools Help Bak gt Bi DO Search gt Folders Address E C Program FilesiMEC Infrontia File and Folder Tasks A B Open imi Rename this Folder Explore iy Move this Folder Search A Copy this Folder A robb khi Falda ba Ebo Sharing and Security On the security tab make sure the user or group that is accessing the share has the Read and Execute permission to the share MyCalls Properties o 2 x General Sharing Security Customize Group o
38. he PBX name Devices and you will see the list of different items You can then choose a device to change Configure Telephone System j E i x AO ly Ef Head Office ional EF re Devices male PBs can support one telephone system configuration When monitoring Be y Account Codes and reporting is required for more than one telephone system then additional PExs must be configured Tasks En 8 Pilot Mumberz a ER Trunks Create a New PBA Bey ly User Logins PIN Codes Use the Create a New PBX wizard to add a new PBX You will be able to ng Groups set the site cade assign an administrative user and add any user erarnfmarahlo actos For example on extensions to edit the name of an extension click Create or Edit an Extension The list of extensions will be displayed and you can change the names of extensions or their group membership When you have finished click OK to save the changes Number Name Enable Statistics Add new extension All drop down lists allow you to copy their selection in to a buffer by pressing the right mouse button and selecting copy Selecting multiple rows and selecting Paste from the right hand button menu will set the value in the selected rows Edit Extensions oup of rig and pasting onto the other extensions To edit an individual extension click the edit rthat extension Number O om 200 ui oo Copy Group O 202 Paste Type O 203 ea ae Paste Grou
39. hecked items are disabled Apply Cancel Default Group box Col chooser Expand all aaa ia Toll Restriction Calls Y Toll Restriction Calls rl PBX Calls Y aa lv Trunk Number Name Number Trunk Humber Name me Daily Summary unchecked Eel somo Weekly Summary Weekly Summary unchecked Monthly Summary unehecked e O m Tall Charge Cost Toll Charge Cost See Below Incoming Calls r Incoming Call Y Extension Number Name Mumber Extension Number Name Number All Lines Busy ALB All Lines Busy ALB unchecked Walking Toll Restriction Table Number e Walking Toll Restriction Table Number Y DDI Table Name DDI Table Name unchecked Caller ID Output tren DOI to Trunk im Caller ID Output DDI to Trunk unchecked Date a Date unchecked Caller 0D Number Caller ID Number Caller ID DDI Number Caller ID Number Trunk Name Recelved Dialed Number Both Trunk Received Dialed Number Both Account Code Caller ID Mame Account Code Account Code Caller ID Name Account Code Caller ID Name Output Method same line If your carrier supports Advice of Charge then you can enable this option and the cost associated with the SMDR will override any MyCalls costing tables It s also necessary to setup the appropriate multiplier for the Toll Charge In Wizards Additional Devices SMDR Setup select SMDR Output for Extensions Enable each extension for SMDR
40. hs of the columns used to display the 3 Main Number Weekly Performace Report information 9 Monthly Reports Tasks 3 Performance 2006 Tech Support Agent Availability Tech Support Agent Daily Tech Support Agent Last Month Tech Support Agent Last Week Tech support Agent This Month Tech Support Agent This Week Tech Support Agent Yesterday 3 Tech Support Daily Abd Calls Tech Support Daily Calls Ans By Tech Support Daily Performance Tech Support Monthly Calls Ans By B Tech Support Monthly Performance Tech Support Reports A Tech Support Weekly Abd Calls 3 Tech Support Weekly Calls Ans By A Tech Support Weekly Performance ES Weekly Reports PELA a Report Schedules Run Report Item Use the Run Report Item option to run the report with the configuration that was saved when it was created Edit Report Item Use the Edit Report Item option when you wish to modify the configuration of the report Copy Report Item Use the copy Report Item option when you wish to create a copy of this report item Change Group Use the Change Group option to move the report item to a different or new group Delete Report Item Use the Delete Report Item when you no longer wish to use this report configuaration Close Installing a Client A MyCalls client can be installed to allow a user to use the MyCalls application of their PC During the installation you are prompted to enter the name of the MyCalls server PC Once the inst
41. i Er E E a pleditda 75 Multiple Call Recorder Sample Configurations ccccoonncnccconnccncnnoncnncnnnnennnonanennnnnnnnnnnos 82 Product Description MyCalls is a complete call management package that can be used monitor phone system activity and performance It works by gathering call information from the SV8100 and storing it in a database The MyCalls application can then be used to run reports and view real time information from the MyCalls database There are different levels of the product available starting from MyCalls up to MyCalls Calls Call Centre A summary of the features in the different levels of the product are as follows MyCalls Real Time Status displays for Extensions DDI s and trunks Real Time Statistics Single Value Windows and Combination Value Windows Basic Alarms Basic Reporting MyCalls Call Manager All the features of MyCalls plus Enhanced reporting Enhanced alarms Call costing Users Licensable options for Wallboards Additional application users MyCalls Enterprise All the features of MyCalls Call Manager plus Multi site capable Scalable up to approx 300 PBX s MyCalls Call Centre Agent Control All the features of MyCalls Call Manager plus Reporting on ACD working on the SV8100 Detailed ACD group Agent reports Login to ACD using MyCalls Agent Control ACD Supervisor users MyCalls Call Recorder Allows call playback of recorded calls through MyCalls Exclude calls from re
42. i Rename this File i Move this File E Copy this File 3 Publish this file to the Web E mail this File Delete this File The installation will begin Microsoft SQL Server 2005 Setup xj Installing Prerequisites Installs software components required prior to installing SOIL Server ba SOL Server Component Update will install the following components required for SQL Server Setup Microsoft SOL Native Client Microsoft SOL Server 2005 Setup Support Files Configuring components When prompted click next to install the Media Encoder a Windows Media Encoder 9 Series Setup 3 xj Welcome to the Microsoft Windows Media Encoder 9 Series Setup Wizard i Windows This Setup Wizard guides you through installing Microsoft A Windows Media Encoder 9 Series Media Encoder This wizard installs Windows Media Encoder 9 Series Windows Media File Editor Windows Media Stream Editor Windows Media Profile Editor Windows Media Encoding Script User documentation To continue click Pest Cancel Carefully read the license agreement click accept and click next 3 Windows Media Encoder 9 Series Licence Agreement License Agreement It is important to read the license agreement carefully qa Media Encoder orcs END USER LICENSE AGREEMENT FOR MICROSOFT WINDOWS MEDIA ENCODER IMPORTANT READ CAREFULLY This Microsoft End User License Agreement EULA
43. ick add The extensions that will be reported on are listed in the Included Extensions box You may also filter by Dialled Received Number Costing Type or Call Duration E Call Details Configuration x E Ioi x Specify the devices to filter the report to The report can filter the results to only include calls that match selected criteria such as only list calls that were handled by Extension Group Sales Select the types thay vou wish to filter the results to The filtering will be configured later in the wizard depending on what you select Ifyou do not wish filter the results to a certain type of device then do not not select that option Account Codes Groups Pilot to lW Costing Types L Callers Groups J Exterisions Groups l Call Durations Call Types PBs Trunks Groups Users Organisation Groups DIDs Groups i Dialed Recemved Numbers If you filter by dialled received number you can search for a specific telephone number The number for an incoming call will be the callers CLI The number for an outgoing call will be the callers CLI Enter the telephone number or part telephone to search with and select one of the two options below Note you may not use wild card masks i e or in the telephone number Call Details Configuration Ee aj xj Select the dialed numbers to include in the report Either full numbers or partial numbers can be entered All calls with the telepho
44. ime Patterns Fl ACK doent Seton Expand All Collapse All 2 Wizards Gj system Data pe search All of the programming changes have now been made Upload the modified configuration to the SV8100 and disconnect from PC Pro Installing The MyCalls Server The MyCalls server is the PC that will be responsible for collecting the SMDR and P commands from the PBX and storing it in the MyCalls database It is possible to install other MyCalls clients that can connect to the MyCalls server to us the MyCalls application From the installation folder run setup to start the installation wizard i AspireMyCalls File Edit View Favorites Tools Help Q sa gt y pe Search E Folders Address O Ci AspiremyCalls pen a al l File and Folder Tasks 2 R this fil A 103 3dotnetfxspl 1036 mst SUR eae Update Package MIST File ir Move this File _ 9 Microsoft Corporation 61 KB le Copy this File Ed Publish this File to the Web S E mail this File Delete this File Autorun Setup Information 1 KE E dotnekFx PS dotnet Module LR A Macrovision Corporation Datal 6 200 KB dotnetfxsp1 Microsoft Corporation gt gt Other Places BComtact Your local administra WEC Infrontia eae Local Disk 0 G My Documents of My Computer J My Network Places Setup Configuration Settings KB Note If you are installing in Windows Vista and have User Account Control enabled you will need
45. ime only O Yes now and every time connect a device No not this time Click Next to continue Select install from a list or specific location Advanced and click next Found New Hardware Wizard Y This wizard helps you install software for USB Device If your hardware came with an installation CD EE or floppy disk insert it now what do pon want the wizard to do Install the software automatically Recommended Select Include this location in the search and click browse Found New Hardware Wizard Please choose your search and installation options Search for the best driver in these locations Use the check boxes below to limit or expand the default search which includes local paths and removable media The best driver found will be installed Search removable media floppy CD ROM le Include this location in the search Da C Don t search will choose the driver to install Choose this option to select the device driver from a list Windows does not guarantee that the driver you choose will be the best match for your hardware Back Next gt Cancel Browse to the folder with contains the USB driver The USB driver is contained in the installation folder of the recording software ax Select the Folder that contains drivers For your hardware 5 managed E Program Files C prompting Sense El 5 Sen
46. in the reports As an example you could only include Incoming Abandoned calls or outgoing calls E Call Details Configuration _ oj xj Select the Call Types to include in the report By selecting specific call types it is possible to produce very detailed reports For example selecting only Incoming Abandoned will only list calls that the caller hung up on before the call was answered Mote that the ans and Abd columns in the reports will include both internal and incoming calls if selected on this page Call Types to Include le Incoming W Incoming Conference Select All k Incoming Abandoned kl Incoming Abandoned Voice Mail i Incoming Transferred Select None kel Incoming Pickup i Show Advanced call types Call Type Groups All Outgoing call types All Internal call types Prey Mext Finish Cancel Exact Channel Mapping MyCalls uses a best effort matching system to tag calls in the recorded calls database with calls in the MyCalls database In some circumstances MyCalls cannot guarantee to correctly match the correct call in the two databases In order to get around this problem Exact Channel Mapping can be used Exact Channel Mapping is recommended for sites that take a large number of calls on one particular DDI or where multiple Call Recording units are used Exact Channel Mapping works simply by each trunk number in MyCalls being mapped to its corresponding ISDN channel numbe
47. ing F Setup Wizard The installer will guide you through the steps required to install Retell Sense Call Recording on your computer WARNING This computer program i protected by copyright law and international treaties Unauthorized duplication or distribution of this program or any portion of it may result in severe civil or criminal penalties and will be prosecuted to the maximum extent possible under the law Cancel Read the license agreement click Agree then next jie Retell Sense Call Recording O x License Agreement Please take a moment to read the license agreement now IF you accept the terme below click I Agree then Nest Othermise click Cancel SOFTWARE LICENCE AGREEMENT Retell Lirited has developed tts sofware program and related hardware marketed under the name of SENSE CSothware andas willing to grant you a license to use the Sothware on the following terms and conditions By downloading or using our Sothware you sigut your agreement to the terms and conditions set out below to the exclusion of all other terms and f Do Not Agree Agree Cancel lt Back You can now select the installation folder This folder is where the call recording database is installed and as a result should have sufficient disk space for the recording requirements Please see the requirements section of this manual for further information of disk space To check the available disk space
48. ing unit does not have any power When the unit is powered down no calls can be recorded When the unit is powered on again all calls that are in progress are dropped and the unit will not pass any calls through until it has started up again Locating the Call Recording Unit and PC The call recording unit can be rack mounted free standing or mounted in a CD ROM bay of a PC Please note if the recording unit is mounted in a CD ROM bay of a PC it will have to be powered by a 4 pin power connector from the PC s power supply With this in mind should the PC ever lose power or be rebooted it will drop any calls in progress connected through the unit The patch lead connecting the call recorder to the NTE and then the patch lead connecting the call recorder to the ISDN card in the PBX should be not longer to 5 metres each in length The USB lead supplied with the call recording unit is 2 metres in length This will mean the call recording until and PC will have to be situated near each other Installing the call recording software Begin the installation by double clicking the install icon i Sense 0 8 3 5 install File Edit view Favorites Tools Help Back eg 7 T J Search a Folders Hae Address C C Sense Sense 0 8 3 5 installiSerse 0 8 3 5_install pa CiothetFx G sglexpr3z i lead WindowsInstallers 1 ak Prereg m ne g3 windows Installer Package TO E etup 188 KB File and Folder Tasks A im
49. inish to close the wizard Eantcel Once the installation of the USB device and recording software is complete the USB Serv status light will change green MyCalls Configuration Before you can configure MyCalls to use call recording you must obtain a valid call recording license Please refer to the documentation located in the box with the call recording unit for further information Now run the MyCalls application if you have any users configured you must login to the application as a PBX administrator From the menu click Configure Telephone system select the PBX you are configuring recording select Call Recording and click Edit Call Recorder Configuration From the call recorder drop down menu select Retell and click edit Call Recorder Configuration E xj Specify the Call Recorder Type Before the configuration for a call recorder can take place the type of call recorder needs to be specified Call Recorder At the voice recorder configuration screen enter the name of the PC that you are on Please note it is strongly recommended to use the PC name and not the IP address Retell oice Recorder Configuration E x Retell Voice Recorder Enter the machine name or IP address of the Retell Voice Recorder Enter the access password and modify the recording port or user name if necessary Finally click the Test Connection button to ensure the correct configuration details have been supplied The PRS tr
50. k on the highlighted area and click Copy Selection Alternatively you could highlight the area and press Ctrl C Make sure you copy all of the columns that are available for the data that you are importing For example there are 3 columns to select for DDI s Apply Cancel Default Group box Col chooser Ex search DDI Translation Received Number DOI Name T able Entry 0001 00 Support 0004 Us Es 005 04 0006 05 Programming Level E 0007 06 0008 Uy C Blades Boe Oe Quick Install oe de Advanced Items 0011 10 El Applications AE 11 et E MyCall 0013 12 E Account Codes 0074 13 7 seen LJ Callers ABB Dial 0015 14 ve LJ Carriers 001 15 El DDis 0017 16 ne C Extensions 0019 17 _ C Groups nods 18 E General CEPU 0020 19 Expand AlI Collapse All 00 21 20 0022 2 ZA Wizards Cy System Data pe Search 0023 22 qe d a In the Config Import Tool right click you will be presented with a list of which items you are pasting into the Config Import Tool Choose which information you are pasting in by clicking on it 12 Configuration Import Tool File Help G El Import My Telephone System Configuration fou can either copy and paste data from a switch programming too Paste Account Codes Paste Callers Ele Configuration Import Paste Carriers olf Account Codes Paste DIDs A Callers ABB Dial a 48 Carriers a ip DlDs E a i te ee Paste Extensions Paste Extension
51. lls are now terminated at the call recording unit and re generated to the PBX There is a USB lead on the call recording unit that is connected to a PC As calls pass through the call recording unit they are streamed onto the PC and stored in a database MyCalls has its own database of calls made and received on the PBX Using MyCalls call recorder it is possible to playback the calls stored in the call recoding database using MyCalls BRI PRI Call Recorder Sa Requirements MyCalls Software version 2 or greater System Software version 1 or greater The call recording server must be a dedicated PC for call recording If you have greater than 60 channels for recording MyCalls and the call recorder must be on separate PC For call recording up to 30 Channels the PC specification for call recording server is as follows Minimum Intel Pentium 4 3GHz Processor 1GB RAM 100GB of available Hard Disk Space See Note 1 Windows XP Pro SP2 DVD RAM A sound card and speakers are required for call playback Available USB ports for the recording unit See Note 2 A maximum of 2 call recorders are currently supported per PC For a call recording up to 120 channels the PC specification for call recording server is as follows Minimum Intel Dual Core 3GHz Processor 2GB RAM 200GB of available Hard Disk Space See Note 1 Windows XP Pro DVD RAM A sound card and speakers are required for call playback Available USB ports for the
52. ne number specified will be included 0161 Include Calls that Begin with specified number Include Calle that End with specified number Filtering by Costing Types allows you to filter by specific call type choose the types of calls you want to include Call Details Configuration aloj x Selectthe Costing Types to include in the report By selecting specific costing types itis possible to produce very detailed reports For example selecting Local will only list calls that were made to a local costing rate Costing Types to Include Select All W International Select None i Special Numbers To filter by duration you first select the duration type you require from the drop down menu There are two options to either include or exclude the configurable time periods E Call Details Configuration i ag joj xj Specify the criteria for each call to meet for the report Specify the tpe of duration and whether the duration should lie between the limits given or outside them For durations between the limits the limits are included For durations outside the limits the limits are excluded vy Only Include Calls here Duration A fall Duration Y Lies Inside the following range Limits Included C Lies Outside the following range Limits Excluded Lower Limit Upper Limit 00 00 00 2 00 10 00 4 The final part of the report filtering is to choose what call types are included
53. ng specific call types it is possible to produce very detailed reports For example selecting only Incoming Abandoned will only list calls thatthe caller hung up on before the call was answered Mote that the ans and Abd columns in the reports Will include both internal and incoming calls if selected on this page Call Types to Include le Incoming i Incoming Conference Select All kl Incoming Abandoned iv Incoming Abandoned Voice Mail i Incoming Transferred Select None iv Incoming Pickup WW Show Advanced call types Call Type Groups n All Incoming call types 7 All Qutgoing call types All Internal call types Report Groups Report groups are available to help organise reports into logical groups In default 3 groups are created Daily Weekly and Monthly reports To create your own report group click on an existing report item and click change group E Configure Reports z 21 xl E A Report Templates B System Summary All Calls E A Usage i A A Report Items Provides a summary of the volumes and handling times of different call types for H E Daily Reports any given type of device al e Monthly Reports Task 3 Summary All Calls aan 2 Summary All Calls by Costing Type Run Report Item H E Weekly Reports Use the Run Report Item option to run the report with the configuration that was saved when it was created Edit Report Item Use the Edit Report Item option when you wish t
54. ns The colour of the extension changes based upon its status You can click the popup arrow to expand views Extension Status Window Name ExT 200 Number 200 DID 3760 Pilot Number 01509643100 Code Time 00 00 04 status Ringing DDI Real Time Status EXT 212 Name ExT 21 EXT 29 y Number 21 DID Pilot Number Code Time 00 00 03 status Outgaing From the View menu select Real Time Information Expand Real Time Status select DID s and click Create a New Queue Status View nal Real Time Status a fa Extensions i a Dacie TT Status E Mal Pilot Numbers E Trunk Groups a Im Real Time Statistics E Single Value agm Combination Yalues Configure Real Time Parameter Windows 2 x Queue Status Display the number of calls that have not been answered and are currently waiting In queue along with other head of queue information if available Tasks Create a New Gueue status View The parameter can only be shown as the current value only In the DID menu choose the DDI to monitor In the Visibility section you can choose what options to display in the real time view Real Time Queue Status Configuration 1 xj select the device group to view The status is filtered to show only values for the type you have selected The DID and Pilot Number status may not be available on your telephone system Check with your maintainer for details PBR DID Demo PB 305 hi Show Detailed
55. o give a user the ability to playback calls check the Enable Call Playback box click OK to save any changes iw Enable Call Playback Enable Real Time Statistics zjx Assign the correct user role Users are people who in generally employed by the organisation By setting the users role vO can restrict configuration modifications to the appropriate users Name Abbreviation val Cooke Job Title Group Organisation User Role Email 4ddress PEs Administrator Password It is also possible to setup hierarchal type permissions to allow certain users to only playback calls from their group In the example below the highest level group is called group 1 and in that group there is a user call Supervisor The user supervisor can playback any calls from any calls associated to Group 2 and Group 3 The user Group 2 Supervisor can only playback calls in the group named group 2 The same principle applies to the user Group 3 Supervisor it can only playback calls for users in group 3 Configure Organisation Structure D Organisation Ed Group 1 User User 3 E 2 Group 4 User 1 Users are people who in ger be User 2 users it will be possible to re H A Group 2 Supervisor This is very useful where ag E 2 Group 3 telephones 2 43 User3 Tasks AA cy leer A E Group 3 Supervisor Edit User Configuration fad A Supervisor Use the Edit User Contig 48 All Users membership or user defin For the Hierarchal user struc
56. o modify the configuration of the report Copy Report Item Use the copy Report Item option when you wish to create a copy of this Change Group Use the Change foup option to move the report item to a different or new Enter a new name for the group and click ok Change the Report Item Group me ti Enter a group name for this report item Yo may either select an existing Group or enter a new group name to help organise the Report items Report Group Sales Reports hi DE Cancel The new group will be created under report items When the group has been created you can drag and drop report items between groups Running Reports Using Report Templates From the Reports Reports menu expand Report Templates Usage There are two ways you can run a report you can either Configure and Run Now or Create a Saved Report Item Configure and run now is used to run a one off report you complete the report wizard as normal and the report will displayed in the report viewer If you create a saved report item the report will be listed under report items If the report you are creating is intended to be run one a regular basis then create a report item E Configure Reports E A Report Templates A A e Top Calls E System H Usage Provides a list of calls that are c handling cost ring or held times minutes long The report can be range of devices such as a spec Tasks configure and Run Mow Use th
57. od 1 Start and end and Include second period can be used to set specific times that the report will cover There is also the option to include exclude specific days of the week Click next to continue the wizard E Call Details Configuration x EE oh x Specify the time period the report should cover The repor tan be run over a changing period depending on when itis run such as this week or as a fixed time The reporting period can also include two time periods with in the defined date ranges such as 09 00 to 12 00 Period1 and 13 00 to 17 00 Period2 This will only include calls that were handled within each of these time periods Reporting Period Regular Period 1 Start Period 1 End 00 00 00 4 23 59 59 Include Second Period Start Date 07 022007 End Date 07 402 42007 Start Time 00 00 00 44 End Time 123 59 59 Include calls for the following days iW Mon w Wed w Fi iv Sat iW Tue Thu iw Sur Set Report Specific Options You can now complete the wizard as appropriate depending on which report you are customising depends on which screens you will see next If you are customising a list type report then you will see the following screen E Call Details Configuration 4 Ioj x Specify the criteria for each call to meet for the report Specify either a time related value for the call such as the duration or a cost related value such as call cost
58. oming 00004 0000M i L 28 03 2007 1007 2211 Rich H DOS Line 008 01509643950 DutAbd National AAA DO 00 00 00 00 00 2000 ae 26 09 2007 10 06 3211 Rich A 0941048 PTA Dut bd Mobile Numbers 00 00 00 00 00 00 0 00 26 09 2007 10 06 3211 Rich H O06 Line 006 01509643950 Out National 00 00 02 00 00 00 FO 04 eee PDs ce nccnccencce sconce ccenccsGHeSS SSS EGE SG EGGE SSSR OEE SSEEEESOSOSE DOSE OSS SOO SOUS SCOR OSE SSO HOSS SERS SOSH ORE SSE EERS ESS HOSE ESSERE SEOOSSOOSCES SOS SOSE ESSE OCS SOOS OSS SOSEE ESSE OSE SOR ESSE SSO H ORE O Ring Time Call Cost If you cannot see the quick search click options in the call records view and select Quick Search from the options i junt of data on the network significantly Show these sorts of call O My calls All calls for Users in my Organizational Group on my PB All calls for Users in my Organisational Group across all PBXs E dit Customising the Call Records View It is possible to customise the call records and use a wizard similar to the reporting wizard to do a more advanced call search Click the options button in the call records view select custom and click edit Record Yiew Options E x Specify update options Enter the type and number of records to show and how often they should he refreshed Be careful notto enter a very large number of records ora very short refresh time as this will slow down the system and in
59. on Each user role requires a valid license to be able to login to MyCalls As layouts are assigned to users wherever the user logs in they will always load their layouts that they have created or the layout that has been assigned to them Agent Desktop User The Agent Desktop user is a way to run a cut down version of MyCalls It designed to allow a user to view a layout that has been predefined and assigned to them by a supervisor To create a Agent Desktop User from the configure menu click Organisation then select Create a new user Configure Organisation Structure xj Organisation A celle All Users Organisational Groups Organisational Groups are the logical groups of employees that exist within the organisation They are arranged in a helrarchy and groups can exist within other groups It is typical that an organisation be split up into different departments and then maybe different teams Tasks Create a New Group Lise the Create a Mew Group wizard to add a new organisation group such as a Department Team Create a Mew User Lise the Create a Mew User wizard to add a person who is a member of this organisation group Give the user a name and choose Agent Desktop User and click ok Create a New User EA ee te Assign the correct user role Users are people who in generally employed by the organisation By setting a users role yOu can restrict configuration modifications to the appropriate
60. on status and calls in queue information The output can be either collected from the Ethernet port on the CCPU or from an IPLA port if one is installed the programming sequence on the SV8100 is the same regardless of which port the data is gathered from There are two ways in which the SV8100 can be programmed using a script or setting the commands manually Using a script will program the PBX in a matter of seconds setting the command manually through the PC Programming tool Where Netlink is being used all of the SMDR and P Commands are all output from the Primary system Programming the SV8100 using a Script The script will enable all programmed extensions and trunks for SMDR output The SMDR configuration will also be changed for MyCalls preferred output The TCP Ports for SMDR and P Commands will be set to 4001 and 4000 A full list of commands are shown in the Programming the SV8100 Manually section of this manual Connect to PC Pro and download the configuration from the SV8100 Once the configuration has downloaded select Scripts from the Tools menu Untitled NEC Philips 548100 PCPro File View Programming Communications Ole aj evxFQvi Reports Debug Terminal Create Main SW Package C Blades Quick Install MAI A lli Scripts Click the yellow folder in the box next to open the script file Script File a Select the PPro script tile ie to load and execute le Stop execu
61. on the PC you can click Disk Costs Once you have chosen the installation folder click next i Retell Sense Call Recording gt Al i rd The installer will install Retell Sense Call Recording to the following folder To install in this folder click Next To install to a different folder enter it below or click Browse Folder C Program Files Retell Sense Browse nn a TTC i ee Teter j ned nif soc tod soo bc Tobin oct baai bod binibini i ee Cancel Click next to start the installation iz Retell Sense Call Recording E z x Trecere The installer is ready to install Retell Sense Call Recording on your computer Click Next to start the installation Cancel Once the installation has completed click close 7 Retell Sense Call Recording IOl x Installation Complete AA Retell Sense Call Recording has been successfully installed Click Close to exit Eantel Back Connect the USB from the call recording unit and connect it to the PC The found New Hardware Wizard will start Select No not this time and click next Found New Hardware Wizard Ss Welcome to the Found New Hardware Wizard Windows will search for current and updated software by looking on pour computer on the hardware installation CD or on the Windows Update Web site with pour permission Can Windows connect to Windows Update to search for software Yes this t
62. ort Tool File _ Help 4 Import Import My Telephone System Configuration YOU can either copy and paste data from a switch programming tool or import data directly from a configuration file l0 x Ee Configuration Import Af Account Codes A Callers ABB Dial a 32 Carriers To use this program either Load the configuration files one per device type using the File gt Open menu option or Select and copy the configuration information from the switch programming tool Then in this application use the right mouse button to paste the information in The correct page will automatically be populated EE Extensions JE Extension Groups 15 General fT Trunks Then select the correct number of extensions to be exported and fill in any missing pieces of information on the miscellaneous page When you are happy the configuration is correct click the export button The configuration will be exported and the system will automatically reconfigure itself When you click import the import tool will firstly check to see if you have entered information into each of the areas If you have not entered anything for example trunks you will get a warning message telling you about it Click yes if you are happy to continue Cor AN The trunks have not yet been configured ls this OK The import also checks the information taken accross from the General page If for example you have not configured some of the items correct
63. otAutoWors H Calls h 6 last call ended 6 06 80 ago Rx errors Unknown commands 1 Zero Plci Active huffers LookAside size 52488B actual 52460 gets 344M4 releases 22084 In s Iso psh 4 pop 4 size 6 Intr psh 2 pop 2 OutQ s Iso psh 6 pop 226880 reset 4 curldx 12880 Intr psh 2 pop 2 SenseQ psh 2 pop 2 size 6 MainLoop loops 24 waits 23 Calls 4 Type hthen press enter for the help menu 5 Now type sdd device number where device number is the number noted in step 3 For example if the device is 0 type sdd 0 and press enter No reaction is given back Typically you would type sdd 0 6 Type d7 and press enter 7 When prompted enter the password retell and press enter 8 You will be presented with the following menu Retell Ltd Voice Recording Communication System PRI USB 19860 7R8 Enter Password gt retell INTRODUCTION CARD CONFIGURATION SYSTEM PARAMETERS ANALOGUE PARAMETERS HARDWARE PARAMETERS MA TNT ENANGE CHANGE PASSWORD LOGOFF Enter Selection 9 From the menu select 4 for hardware parameters 10 In the hardware parameters menu select option 2 set CS ID 11 Type in the ID that you require for the unit cs C Program Files RetellSense bin ps exe HARDUARE PARAMETERS SERIAL NUMBER SET CS ID SET HARDWARE REVISION SET BOARD TYPE SET MARKET TYPE SET COMPONENT REVISION 2nter Selection 2 CS IDENTIFICATION 22 current active setting 22 current user s
64. output and click Apply to save the changes Apply Cancel Default Group box Colchooser Expand all Station Extension Mame SMOR Print Fort 0071 200 EXT 200 y 002 201 EXT 201 w 003 202 EXT 202 w 0044 203 EXT 203 wv fsa 005 204 ExT 204 fw 006 205 EXT 205 mu O 007 206 EXT 206 FA 008 207 EXT 207 mm El SMOR 009 208 EXT 208 mu E Setup 010 209 ExT 209 e E SMDR Port Setting 011 210 EXT 210 7 E SMDA Service Options ut 211 ExT 211 EJ SMOR Output Options 013 212 EXT 212 m E SMDR Date Format 014 213 EXT 213 ls E SMDA Output for Extensions O15 14 ExT 214 mw E SMDA Output for Trunks O16 215 Eat 215 r elel Groun NL wi 216 EXT 216 m In Wizards Additional Devices SMDR Setup select SMDR Output for Trunks Enable each trunk for SMDR output and click Apply to save the changes Trunk Trunk Mame SMOR Print 001 Line 001 we 002 Line 002 mu 003 Line 003 e 004 Line 004 mm 005 Line 005 mm 006 Line 006 e 007 Line 007 e 008 Line 008 ur 009 Line 009 mu In Wizards Advanced Items ACD ACD MIS Setup following two items and click Apply ACD MIS Connection Port CD CP00 LAN ACD MIS 4000 Wizards Search a Group box Col cl Apply Cancel Default ACD MIS Connection Por CO CPOO LAN ACD MIS 4000 ACD Agent Control 4002 ACD MIS Notification whe Programming Level E Advanced Items 2 ACD Automatic Call Distribution EJ ACD MIS Setup ACD T
65. p O 204 E Pil i O 205 i C nnen or Digital De oh Phone O O E Digtal Desk Phone None O Dragging a column header into the group by box will reorder the rows by the group Multiple group by s can be applied Edit Ed a Extension Group LATTE SE SRS eR OE TN ane ui Digtal Desk Phone Nons Digital Desk Phone Nome Digtal Desk Phone _ Setting Up Real Time Display Windows There are four types of display windows that can be created e Real time status is used to show a status as events are happening For example calls waiting against a DDI e Real time Statistics are a set of statistics that are presented for a group For example the number of calls answered abandoned against a DDI group e Single Value is a Statistic that is updated as each call is processed For example this could be the number of calls answered shown against a DDI e Combination Values Will show several statistics in one window Extension Status From the View menu select Real Time Information Expand Real Time Status select Extensions and click Create a New Extension Status View mi Configure Real Time Parameter Windows x Real Time Extension Status fial Extensions all DID The Real Time Extension Status is a real time view of the current f fim Pilot Numbers state of each extension and the time in that state ml Trunk Groups Tasks H Real Time Statistics e Single Value Create a New Extension Status Vie
66. r Where multiple call recording units are being used each unit must be given an ID CSID Where exact channel mapping is used and configured correctly the match rate will be 100 accurate If it is incorrectly setup all calls will be incorrectly matched Single BRI Unit With a single BRI unit there are 4 things to consider relating to Exact Channel Mapping These are the Unit ID the Port Number the ISDN Channel Number and the PBX Trunk Number All of these items will need assigning to enable Exact Channel Mapping By default every Call Recorder will have a Unit ID of 1 further information on checking and changing the unit ID is provided later in this Technical Publication The Port Number is the physical port that the Call Recorder is connected to The diagram below shows how the ports are numbered The Channel Number is the ISDN Channel Number this will be O or 1 dependant on whether the call is on the first or second ISDN channel respectively Port 1 Port3 Port5 Port 7 Service LED Bank In MyCalls go to the Configure Telephone System Edit PBX and edit the Call Recorder configuration Recording Server Name Password sisi Recording Aules Playback Port Download Speed F Bits sec seno 50000 Recording Backup Archive Fort 5802 Test Eonnection Trunk Mappings a Unit ID Port Channel Tunk Type If trunk 1 on the PBX is connected to the first port of the recorder click the Assign button to
67. r user names 8 Administrators MY CALLS Administrators EE CREATOR OWNER Domain Users NITSUEO HO Domain Users Add Remove Permissions for Domain Users Allow Deny Full Control Modify Read amp Execute List Folder Contents Read Ol O O O a O O Ol O For special permissions or for advanced settings Advanced click Advanced _ Start the MyCalls installation program and from the Setup Type menu select network client and click next 5 MyCalls Installation Wizard Setup Type Choose the setup type that best suits your needs Please select a setup type C Complete E All program Features will be installed Requires the most disk space C Client ie Install only the client applications C Server i Install only the server components C Email Collector E Install only the email collector Custom 5 Choose which program Features you want installed and where they will be installed Recommended for advanced users tox Install a network client When prompted enter the name of the MyCalls server PC name and click next ie MyCalls Installation Wizard Server Name iF a Call Processor has not been included in this installation then For Metalls to operate correctly it needs to know the name of the computer on which the Data Processor has been or will be installed onto n IP Address must not be entered here It must be a computer name Plea
68. s Configuration d Ep Oj xj Select the Costing Types to include in the report By selecting specific costing types itis possible to produce very detailed reports For example selecting Local will only list calls that were made to a local costing rate Costing Types to Include kel Incoming bel Free Select Al Iv Local Iv National iv International Select None W Special Numbers To filter by duration you first select the duration type you require from the drop down menu There are two options to either include or exclude the configurable time periods Call Details Configuration S ES Ioj x Specify the criteria for each call to meet for the report Specify the tpe of duration and whether the duration should lie between the limits given or outside them For durations between the limits the limits are included For durations outside the limits the limits are excluded vy Only Include Calls here Duration A fall Duration Y Lies Inside the following range Limits Included C Lies Outside the following range Limits Excluded Lower Limit Upper Limit 00 00 00 2 00 10 00 4 The final part of the report filtering is to choose what call types are included in the reports As an example you could only include Incoming Abandoned calls or outgoing calls E Call Details Configuration E Ioi xj Select the Call Types to include in the report By selecti
69. se 0 8 3 5 install l C DotNetFx sglexpr32 LISB Driver o re x To view any subfolders click a plus sign above concel_ E The folder location the driver will be installed from will be displayed At this point click next Found New Hardware Wizard Please choose pour search and installation options i Search for the best diver in these locations Use the check boxes below to limit or expand the default search which includes local paths and removable media The best driver found will be installed Search removable media floppy CD ROM le Include this location in the search CAS ense 0 6 3 5 instal USB Driver C Don t search will choose the driver to install Choose this option to select the device driver from a list Windows does not guarantee that the driver you choose will be the best match for your hardware Back Hert gt Cancel The driver for the unit will then be installed Found New Hardware Wizard i Please wait while the wizard installs the software__ gt Retell Call Recorder HA s ar px Setting a system restore point and backing up ald files in case pour system needs to be restored in the future Back Hert Parcel Upon completion click finish Found New Hardware Wizard a Completing the Found New Hardware Wizard The wizard has finished installing the software for Retell Call Recorder Click F
70. se enter the Server Mame Imycalls Installshield lt Back Cancel At the next prompt click install to complete the installation Ready to Install the Program The wizard is ready to begin installation instal Snel The MyCalls application can now be launched using the Start Menu or a short cut is available on the desktop Standard Client Run the setup installation wizard and step through until you reach the Setup Type screen Choose Client and click next AX i MyCalls Installation Wizard li Setup Type Choose the setup type that best suits your needs Imstalsnield When prompted enter the name of the MyCalls server PC name and click next E MyCalls Installation Wizard Server Name mmycals InstallShiela At the next prompt click install to complete the installation 7 MyCalls Installation Wizard Ready to Install the Program The wizard is ready to begin installation install Shiela The MyCalls application can now be launched using the Start Menu or a short cut is available on the desktop User Roles Users can be created in the MyCalls application and then can be assigned a role The role assigned to the user defines what access level they have in MyCalls An explicit list of what features are available to the different roles is available in MyCalls Help Menu Show Version differences A user can login to any PC running the MyCalls applicati
71. sole exe application down once you have checked the CSID s The following tables show different examples of configurations and how Exact Channel Mapping should be configured in these scenarios Multiple Call Recorder Sample Configurations Multiple BRI Units The first unit using lines 1 8 should be configured as follows Unit ID A AAA AR A The second unit using lines 9 16 should be configured as follows The unit ID must be set as 2 before configuring the trunk mappings Unit ID Es _ y EB PJ Y O a If a third unit is being used set lines 17 24 as follows The unit ID should be set to 3 Unit ID A A et Multiple PRI Units A maximum of 4 PRI units can be installed with MCCR Each unit must be given a unique CSID s from 1 4 This example assumes the PBX has 4 primary rate cards installed with the trunk numbers running sequentially from 1 128 SV8100 Trunk Unit ID AA AA A A 2 A O E AA NO AAA A A e ES PO O PE E PA E A A A SS ee EJ PA O E 6o RA A A A A A A E A ES ER PO E CA SA A ES ES ER PO EN ee So o h O O O ICA A NS ES E E O E AA CA A NN AAA AAA A R A SCA NI A FE CA PO IE A SS NS NA A A A SA SN F720 To A AAA O AA SC A ee AN EA SA NI IA ET CO O R O SS NOS Nes EJ FO O EA EA SA NE SS E E O PC ESA CA A A EA CA O ES EA CA NI SS ES E O E tes a PES E E A NA ES A PO E E A VA E ES CO O EN EA A ESA EA O O A A A NS NS CA A A INN EII E
72. ter the results to only include calls that match selected criteria such as only list calls that were handled by Extension Group Sales Select the types thay you wish to filter the results to The filtering will be configured later in the wizard depending on what you select Ifyou do not wish filter the results to a certain type of device then do not not select that option Account Codes Groups T Aa gt Costing Types F Callers Groups F Extersions Groups i Call Durations Call Types PBs Trunks Groups Users Organisation Groups DlDs Groups i Dialed Received Numbers If you filter by dialled received number you can search for a specific telephone number The number for an incoming call will be the callers CLI The number for an outgoing call will be the callers CLI Enter the telephone number or part telephone to search with and select one of the two options below Note you may not use wild card masks i e or in the telephone number E Call Details Configuration Ioi x Select the dialed numbers to include in the report Either full numbers or partial numbers can be entered All calls with the telephone number specihed will be included 0161 Include Calls that Begin with specified number Include Calle that End with specified number Prey Hert Finish Cancel Filtering by Costing Types allows you to filter by specific call type choose the types of calls you want to include E Call Detail
73. tered User Registered Company Ivor Bin NECI Engineering E spires Maintenance Renewal 1170172105 jo 092008 PBs Extensions Concurrent Users ACD Supervisors i Unlimited i lo Agents Agent Desktop Users Wallboard Users lo o lo Call Playback Users Digital Trunks Analog Trunks IF Trunks pf Install pus o Click OK to complete the installation of the license MyCalls License Manager E A 3 aN Are you sure you wish to install this license Any previous license will be overwritten Once the license has been successfully installed you will a receive confirmation MyCalls License Manager E Ll A A The License has been successfully installed and will be locked to this computer Upgrading a License When a license has to be upgraded then first of all you should install the new license on the SV8100 After the license has been installed on the SV8100 then you will need to re read the license from the SV8100 and carry out the registration process again MyCalls Call Recorder Licensing MyCalls Call recorder licensing works in the same method as other MyCalls features If you are adding a call recorder to an existing installation then you should treat the installation as an upgrade Call Recording Overview MyCalls Call Recorder gives you the ability to record and playback calls on ISDN trunks A recording unit is placed between the Network Termination Equipment NTE and the ISDN card in the PBX The ca
74. tion loj xj Specify whether to report a transferred call as single call or several calls One incoming call can consist of several individual call legs These can elther be consolidated and reported as a single call or reported on individually Typically trunk side reporting would consolidate calls and extension side reporting would report on individual calls Prey Next Finish Cancel During this part of the report wizard you may choose to Consolidate Transferred Calls In a call scenario where a call is answered by extension 200 and transferred to extension 201 MyCalls will treat this as two calls The reason for this is because the telephone system will output an SMDR record for each time an extension is connected to a trunk By consolidating transferred calls a call handled by multiple extensions is treated as one call assigned to the first extension to answer it E Call Details Configuration a l Ioi x Specify the devices to filter the report to The report can filter the results to only include calls that match selected criteria such as only list calls that were handled by Extension Group Sales Select the types thay you wish to filter the results to The filtering will be configured later in the wizard depending on what you select Ifyou do not wish filter the results to a certain type of device then do not not select that option Account Codes Groups Pilot Numbers poe Costing Types Gallers Groups
75. tion on error Browse and locate the MyCallsv1 pcs Usually located in c program files SV8100 Application Suite NEC Philips SV8100 PC Pro Cygnus Philips 01_O0 scripts folder ES Look in E HDD C 4 E A Hi Pa p Recent El CEU ents Deskto p My alsy 1 pcs T File name f yCallev1 My Network Files of type Script Files pcs Cancel Places Open as read only The path to the script file will be entered uncheck the Generate log file option and click Generate In a few seconds the Complete notification will be displayed Script File C Program Files SV8100 Applicatic 3 ee e Stop execution on error Specify where to save the log file Generate log file H Complete LE The downloaded configuration of the SV8100 has been modified you should now upload the changed configuration to the SV8100 and disconnect from PC Pro Programming the SV8100 Manually To program the SV8100 manually firstly connect to PC Pro and download the configuration from the PBX Select the Advanced programming level then choose Wizards Additional Devices SMDR Setup SMDR Port Setting Enter a unique TCP Port for the SMDR output usually TCP Port 4001 can be used After entering the port number click Apply to save the changes la Untitled NEC Philips 5Y8100 PCPro File View Programming Communications Tools Help OBE ie AGOVie t nale doo al H SMDA Output
76. to filter by the call cost Choose which options you require and click next E Custom Call Records Yiew Configuration Specify the criteria for each call to meet for the report Specify either a time related value for the call such as the duration or a cos cost You can limit the number of lines on the report and also order the ref value Only Include Calls Time Greater than Call Time Oo 00 00 Duration E Duration aoc Held Time Consolidate transferred calls will count a call that has been transferred between extensions as one call E Custom Call Records View Configuration Ioj x Specify whether to report a transferred call as single call or several calls One incoming call can consist of several individual call legs These can either be consolidated and reported as a single call or reported on individually Typically trunk side reporting would consolidate calls and extension side reporting would report on individual calls iConsolidate Transferred Calls Prev Hert Finish Cancel The next step of the wizard allows you to filter the call records view by any of the options shown below Tick which ever options you wish to filter on and click next E Call Details Configuration x E Ioi x Specify the devices to filter the report to The report can filter the results to only include calls that match selected criteria such as only list calls that WETE handled by Extension Group
77. ture to work correctly the users must be assigned to extensions To assign a user to an extension go to configure telephone system and edit an extension Edit Extensions 2 Edit the Extensions The tyne and user group of multiple extensions can be changed by clicking the right mouse button and copying then selecting and pasting onto the other extensions To edit an individual extension click the edit button t for that extension Drag a column header here to group by that column Number Name Group Enable Statistics EXT 200 ana DCMT ona T MEA RT Fal l Ea l Click edit against the extension you wish to assign to a user Identify an Extension An extension should be named and assigned ta a defined user to help others a understand its use By specifing the extension type reports on specific types of extensions canbe produced ifthe extension is an Autosttendant Voice Mall or Announcement extension then setting a voice mail timeout will cause any incoming calls to this extension connected for less than the voice mail timeoutto be marked FE Code Number Head Office 200 e Enable Real Time Statistics Mame Default User EXT 200 None Mt Click the select button to choose a user You can begin to type in the user name to lookup and names stored in the MyCalls database Select the user and click OK ax Select User Type in the first few letters of the user s name The box will be automatically till
78. unks may optionally be assigned to the recorder channels Recording Sener Mame Password mycalls a Recording Rules Playback Port Download Speed F Bite zec seno 4 50000 Recording Backup Archive Port sen 4 Test Connection Once you have entered the name click Test Connection MyCalls will check to see if it can access the call recording database Retell Configuration s 1 The database connection was successfully tested If playback does not work make sure that the los Password has been corectly entered Trunk licensing is where the recording licenses are assigned to trunks Note if you have a license for 4 Digital trunks the trunks must be configured at ISDN trunks in MyCalls Under the trunk licensing options tick each trunk that will be recorded The number of remaining licenses will decrease as the licenses are assigned to each trunk Trunk Licensing l Remaining Licenses Trunk a Trunk Type Licensed Line 001 Digital 3 Digital 1 eee een ioe GUU Line 003 A Analogue 3 Line 004 Digtal a re E Line O08 E i Ae eta ION da To exclude certain types of calls from being recorded click the Recording Rules button The following screen is displayed Retell Voice Recorder Configuration x Recording Rules _ ou may specify the Extensions DIDs Callers Users Trunks for which call recording is to be allowed or blocked You may also specify that only incorning calls
79. w im Combination Values Choose the extensions you wish to view and then choose the view type detailed summary or overview You can edit the font sizes that appear in the views in Edit Title Font and Edit Status Font Real Time Extension Status Configuration he extensions to view enabled for real time willbe shown here PBs Demo PBX g Hame k Alan Healy k Alison Reese kel Amber Turnbow Amela Bowens O Anita Gillis CI Bonnie Sorrell Brandi Caruthers C Brandon Kilpatrick Brittany Levy CI Bryan Hong Ol Carl Tabb f Show Detailed C Show Summary C Show Overviews Use Numbers nyou wish to include Only the extensions Edit Title Font el Edit Statuz Font Show detailed is a moving view of extensions based on their status The extension in the status for the longest is always at the top Extension Status Window Idle 1 Ringing 0 EXT 22 EXT 712 Extn 221 Extn 212 Incoming 0 Hold 0 02 59 29 i 00 00 04 MIRA MA DIARIA AA AAAS ASA A AAR EEN oo em O 7 Summary is a fixed grid view that can be sorted by columns Extension Status Window Head Ol le v vee ri PANA En AA de REAR on A neces seeeeuseceesseeeeanseunsceeecaeeunscenees eel Head Office EXT 212 Column Chooser Outgoing 1 Internal 2 EXT 211 Est 211 200 00 00 15 EXT 200 Extn 00 211 00 00 75 Overview is a fixed DSS style view of extensio
80. will be installed Requires the most disk space Client E Install only the client applications Server Install only the server components 7 Email Collector pre Install only the email collector S Custom E Choose which program Features you want installed and where they Will be installed Recommended for advanced users Installshield lt Back Cancel Next enter a name for PBX select your country and enter your area code INote The area code is used for determining the local calls in MyCalls Enter the correct area code Location Freed Ofic United Kingdom InstallShield Finally click Install to start the installation process l iz MyCalls Installation Wizard Ready to Install the Program The wizard is ready to begin installation Installshield After the installation process has completed click finish Configuration Import The configuration import tool is used to take data and settings from the SV8100 and import it into MyCalls Information such as extensions DDI s and trunks can quickly be imported into MyCalls reducing the installation time of MyCalls From the Start Programs NEC Infrontia MyCalls menu run the Configuration Import Tool Now load PC Pro and take a download of the SV8100 configuration In Wizards select Applications MyCalls and choose a device type i e DDI s Highlight the DDI s that you wish to import into MyCalls then right clic
81. y in the SMDR setup you will be prompted In this case be sure to correct the items and upload them to the SV8100 Once they are uploaded you will need to copy and paste the information in the General page over again Configuration Error X The following configuration issues have been detected The trunk number must be output Program 35 02 03 Incoming calls must be displayed Program 35 02 08 These issues must be corrected before you can continue When the import is successful you receive the following message The configuration has been successtully imported The system in now fully configured and operational based on the information imported by SV8100 PC Pro Using MyCalls Check Calls are being Captured Note If you are using Windows XP Pro with service pack 2 The Windows firewall may prompt you to allow MyCalls to run Click unblock to allow MyCalls to run Windows Security Alert _ To help protect pour computer Windows Firewall has blocked some features of this program Do you want to keep blocking this program S Marne invoCall WinForms Application Publisher NEC Infrontia Ltd Keep Blocking Unblock Ask Me Later Windows Firewall has blacked this program from accepting connections from the Internet or a network IF you recognize the program or trust the publisher you can Unblock it Wher should unblock a program By default there are no users configured At the

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