Altigen ACC 6.7, Administration Manual

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MAXCS ACC 6.7 Administration Manual 103
C
H A P T E R
9
Call Recording Configuration
To use the centralized call recording function, make sure the following requirements are
met:
•
You need a recording seat license for each extension that will be recording: either
Dedicated Recording Seat licenses assigned to particular extensions or a Concurrent
Recording Session license that is shared by a fixed number of extensions.
•
It is recommended that you have a separate storage server to store recorded files.
•
Recorded files (64Kbps PCM format) can be managed by the VRManager (licensed)
application or can simply be saved and played with VRPlayer (free).
• If your system has a multi-chassis configuration and the gateway needs to transmit
recorded files to a storage server, you need to set up an FTP server to facilitate the
file transfer. You do
not need to set up an FTP server for a single chassis (all-in-one)
installation.
•
If an agent is using an IP phone and recording is turned on, the system will use a
recording channel on a VoIP board to process the recording session. The IP phone
will occupy a codec channel on the VoIP board to allow the recording channel to tap
into the conversation. You need to make sure that the AltiServ that agents belong
to (and the gateway for a multi-chassis installation) have adequate VoIP codec
channels to record conversations. The basic guideline is to have one codec channel
per agent.
•
Because recording files require a large amount of disk storage space, NAS (Network
Attached Storage) system is recommended, unless VRManager is used.
Description of the Recorded File Name
The recorded file name contains the following information:
•
R! mmddyyyy_hhmmss!callerID!calleeID!workgroupID!DNIS!sessionID !R
•
mmddyyyy_hhmmss is the time stamp when the recording starts
•
callerID is the caller ID or extension number. It could also be:
•
bgn for barge-in call
• sm for a silent monitor call
•
trk(bbcc) for an inbound trunk call without caller ID. bb is the board logical ID
and cc is the channel ID