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September 2007

Getting Started

Installation Guide

11

Software and documentation version
numbering

Nortel Contact Recording and Quality Monitoring documentation is issued
for Nortel Contact Recording Package Release 6.01. The individual Nortel
Contact Recording and Quality Monitoring software components that you
install may display a different number. This is a known issue that does not
affect system performance. Version 6.01 will be reflected in future software
updates. Use the Nortel Contact Recording and Quality Monitoring
documentation for Release 6.01 with Nortel Contact Recording Release
6.0.1, Nortel Contact Recording Viewer, Nortel Contact Recording Archive,
and Nortel Contact Recording TDM Recorder Release 6.0.2, and Quality
Monitoring 6.0 Service Pack 4.

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Summary of Contents for TDM Recorder

Page 1: ...Nortel TDM Recorder Installation Guide Product Release 6 01 Standard 3 0 September 2007 297 2183 957...

Page 2: ......

Page 3: ...any copies from where they were obtained All materials found herein are provided AS IS and without warranty of any kind Information is subject to change without notice Nortel Networks reserves the ri...

Page 4: ...d 2 0 Nortel TDM Recorder Installation Guide is up issued to support Product Release 6 0 2 November 2006 Standard 1 0 Nortel TDM Recorder Installation Guide is up issued to support Product Release 6 0...

Page 5: ...fits 17 Nortel TDM Recorder management features and benefits 18 Recorder Hardware Installation 19 Voice card installation and wiring 20 Connector Hoods for Ai Logix Cards 33 Hardware summary 34 Record...

Page 6: ...Card Configurations 97 Compatible voice cards 98 E1 T1 card properties 99 E1 T1 trunk configurations 101 E1 T1 channel hardware configurations 104 E1 T1 channel identifiers 107 Modifying the protocol...

Page 7: ...Installation Guide 7 C h a p t e r 1 Getting Started In this chapter Intended audience 8 How to get help 9 Software and documentation version numbering 11...

Page 8: ...rtel TDM Recorder Intended audience This document is intended to be used by individuals involved in installation tasks for the Nortel TDM Recorder such as third party installers system administrators...

Page 9: ...ntation which is located at http www nortel com helmsman Getting help from the Nortel Web site The best way to get technical support for Nortel products is the Nortel Support Web site http www nortel...

Page 10: ...com callus Getting help from a specialist by using an Express Routing Code You can use an Express Routing Code ERC to more quickly route your call to the appropriate support specialist To locate the...

Page 11: ...software components that you install may display a different number This is a known issue that does not affect system performance Version 6 01 will be reflected in future software updates Use the Nor...

Page 12: ...Getting Started Standard 3 0 12 Nortel TDM Recorder...

Page 13: ...a p t e r 2 Nortel TDM Recorder Overview In this chapter Nortel TDM Recorder at a glance 14 Nortel TDM Recorder management 16 Nortel TDM Recorder features and benefits 17 Nortel TDM Recorder managemen...

Page 14: ...of software components in a standard PC that interfaces with other CTI components Its primary purpose is to record calls especially for 100 percent compliance situations At the same time the superior...

Page 15: ...September 2007 Nortel TDM Recorder Overview Installation Guide 15 These are further described in Nortel TDM Recorder features and benefits on page 17...

Page 16: ...system including specific programs and add on components Through a tabbed interface users select specific areas to access features Administration and management of the recorder is accomplished throug...

Page 17: ...eployment in a wide variety of enterprise environments Extensibility Recorder can be deployed in dynamic environments and supports only one manufacturer Ai Logix of voice cards new technologies and in...

Page 18: ...eby reducing operational costs and errors Highly usable Provides high visibility to all installed products Simplified login Allows a single source of managing multiple recorders through a single point...

Page 19: ...Installation Guide 19 C h a p t e r 3 Recorder Hardware Installation In this chapter Installing the voice card 20 Hardware summary 34...

Page 20: ...to ensure that they can accommodate full length PCI cards Note A Customer Supplied Unit CSU DSU may be required between the PBX and the card Installing the voice card 1 Ensure that the voice card is a...

Page 21: ...chassis screw 5 When secure attach cables and turn on the PC 6 Upon reboot cancel out of the Found New Hardware window When you install the recorder software the drivers for the Ai Logix cards are als...

Page 22: ...the trunk side tap to the DP card is as follows Note A cross over cable is typically required when installing an Ai Logix DP card If a cross over cable is not used the Receive and Transmit wires do n...

Page 23: ...following sections provide wiring information to connect T1 and E1 trunks to Ai Logix DP cards 1 2 3 4 5 6 7 8 1 2 3 4 5 6 7 8 1 2 3 4 5 6 7 8 1 2 3 4 5 6 7 8 R R T T R R T T R R T T R R T T DP3209 o...

Page 24: ...unch down block may require cable modification For more information on connecting Cat 5 cables to a punch down block refer to the documentation that accompanies the punch down block PBX DP3209 or DP64...

Page 25: ...he signal and are shown in the following diagram PBX DP3209 or DP6409 Voice Card E1 Trunk Wiring Scenario PSTN 1 2 3 4 5 6 7 8 RJ 45 8 7 6 5 4 3 2 1 8 7 6 5 4 3 2 1 8 7 6 5 4 3 2 1 8 7 6 5 4 3 2 1 RJ...

Page 26: ...sed for voice recording only using activity detection to trigger recording This method is the simplest configuration and provides the least control At the same time the VOX option requires more tuning...

Page 27: ...block receives a duplicate PBX signal from the first leg through bridge clips Depending on the quality of the components this method may cause mild signal degradation Dual Punch down Blocks The PBX s...

Page 28: ...iguration offers the most flexibility It allows the NGX to passively tap the switch without having to interface to the punch down block The signal quality is optimized because it is routed to the NGX...

Page 29: ...th the NGX Bridge Clips are applied between the first leg of the punch down block to the second leg to duplicate the PBX signal between the legs Using Bridge Clips limits you to wiring only one leg of...

Page 30: ...ch means you cannot use Bridge Clips Using standard twisted pair wire each channel is connected to an additional punch down block that the NGX can connect to through either an RJ 21X connection or if...

Page 31: ...ue to the nature of the method and not due to a limitation of the NGX card Analog station side wiring TDM Recorder supports LD2409 model of Ai Logix analog station side voice card This model of the ca...

Page 32: ...Ring 07 Pin 08 Ring 08 Pin 09 Ring 09 Pin 10 Ring 10 Pin 11 Ring 11 Pin 12 Ring 12 Pin 13 Ring 13 Pin 14 Ring 14 Pin 15 Ring 15 Pin 16 Ring 16 Pin 17 Ring 17 Pin 18 Ring 18 Pin 19 Ring 19 Pin 20 Ring...

Page 33: ...ptember 2007 Recorder Hardware Installation Installation Guide 33 Connector Hoods for Ai Logix Cards The following photograph shows the type of connector hoods that are required for Ai Logix voice car...

Page 34: ...slots Single Box Solution MS SQL eWare Database Viewer Recorder and Unify on a single server MS SQL 2000 Windows 2003 Server Windows 2003 Server must have service pack1 Voice Cards PCI 2 2 3 3 Volt F...

Page 35: ...g based on typical call lengths DVD RAM 4 7 GB Only the Panasonic Range of DVD RAM devices are currently supported Models are the LF D311 LFD521E or OEM equivalent SW 9571 LF M621U or OEM equivalent S...

Page 36: ...rive Windows Operating System 10 GB Min D Drive Program Files Installation Directory Trace Logs Postgres Workflow DB Archive Temp Directory 40 GB Min E Drive MS SQL Database 20 GB Min F Drive Call Buf...

Page 37: ...Recorder Cooling and Power consideration Does system have enough cooling and power capacity for voice cards The customer is responsible for ensuring adequate power airflow and temperature Ai Logix pro...

Page 38: ...Recorder Hardware Installation Standard 3 0 38 Nortel TDM Recorder...

Page 39: ...Installation Guide 39 C h a p t e r 4 Recorder Software Installation In this chapter Pre Installation requirements 40 Installation 43 Setting user preferences 60 Port usage 62...

Page 40: ...der server Minimum of 6 Gigabytes of free disk space Note It is recommended that you create two logical partitions of 6 Gigabytes each such as C and D drives This allows applications data to be instal...

Page 41: ...Nortel TDM Recorder compatible database optional before installing the Nortel TDM Recorder If you do not install SQL Server a default MSDE database is installed Refer to the following table for requi...

Page 42: ...to display a list of all available extensions 4 In the Web Service Extensions list change the status of all extensions except All Unknown CGI Extensions to Allowed 5 In the navigation pane expand the...

Page 43: ...tallation To perform an installation 1 Insert the Installation CD into the drive If the installation does not autostart use Windows Explorer to locate and double click the file Launch exe If you are a...

Page 44: ...estination Folder accept the recommended installation location and click Next or click Browse to specify a different location and then click Next The database setup type window displays Note If you ha...

Page 45: ...Accept Connect to a remote SQL Server recommended if you have an SQL database to open a username and password window for connecting to a SQL Server database Click Install MSDE to install the default M...

Page 46: ...dard 3 0 46 Nortel TDM Recorder example You can change the default password at the database after installation If you chose Install MSDE accept the recommended database installation location and click...

Page 47: ...September 2007 Recorder Software Installation Installation Guide 47 different location and in the Password window enter sa as the default password for the MSDE database...

Page 48: ...displays Note If you chose SQL and a connection error message displays this means a SQL database could not be located Click Back and choose Install MSDE 6 Review all settings displayed Click Back to...

Page 49: ...September 2007 Recorder Software Installation Installation Guide 49 minutes When all files are copied Stage 1 of the installation is complete and the Finish window displays...

Page 50: ...Recorder Software Installation Standard 3 0 50 Nortel TDM Recorder 7 Choose Yes to restart the computer and then Click Finish After you restart Stage 2 of the installation begins automatically...

Page 51: ...September 2007 Recorder Software Installation Installation Guide 51 8 Click Next The Setup Type window displays...

Page 52: ...cation has enough space to store the calls If the displayed destination folder is correct click Next or click Browse to enter another destination folder Note The installation program does not create t...

Page 53: ...e 53 The User Account Information window displays 10 Create a service account for the application to run under You can use the default or enter a name of your own After installation the user name shou...

Page 54: ...d 3 0 54 Nortel TDM Recorder account Click Next to continue The Workflow User Account window displays 11 Create a workflow account for the POSTGRESQL database that is installed by this application The...

Page 55: ...e Time Server window displays 12 In the Time Server window do one of the following and click Next Click Yes if this Recorder will be connecting to a Time Synchronization Server Click No if the Recorde...

Page 56: ...on Standard 3 0 56 Nortel TDM Recorder If you clicked Yes the Time Synchronization Server window displays 13 Enter the path to the Time Synchronization server such as TimeServer or the local server na...

Page 57: ...cat Port window displays 14 For Port accept the port number 8080 or enter the correct port number and click Next Note If the entered port is already used by another application the install program dis...

Page 58: ...re Installation Standard 3 0 58 Nortel TDM Recorder The Enterprise Manager authentication window displays In the Enterprise Manager Authentication window verify that the defaults are appropriate for y...

Page 59: ...rtel TDM Recorder installation is complete Follow screen instructions to reboot 17 Launch Recorder Manager by clicking the desktop short cut and entering the username superuser and password witness1 A...

Page 60: ...creen settings This avoids incorrect time stamps appearing on logs and reports To set user preferences 1 Launch Recorder Manager and after entering your username and password click Preferences 2 Compl...

Page 61: ...Default Screen at Login Choose the screen to first appear in the interface after login Show Navigation Images Click to toggle between showing and hiding graphical elements icons in the interface Repe...

Page 62: ...systems Server Component Server Port Configurable Description IPCE 42421 HTTP Diagnostic Interface Nortel TDM Recorder Capture Platform 1462 Consolidator Compressor Alarmer 50001 Yes Archiver 2500 Ye...

Page 63: ...007 Recorder Software Installation Installation Guide 63 Recorder Web Service 3435 Used by the Recorder Manager application to communicate with the recorder Server Component Server Port Configurable D...

Page 64: ...Recorder Software Installation Standard 3 0 64 Nortel TDM Recorder...

Page 65: ...stallation Guide 65 C h a p t e r 5 Setting up the System In this chapter Setting up overview 66 Setting up your license for the first time 67 Configuring adapter cards 71 Verifying the installation 7...

Page 66: ...any configurations with the Recorder Manager After installation you should carry out the steps below in the order listed 1 Set up your License for the first time In this step you either set up a tempo...

Page 67: ...following topics Activating the Recorder license for the first time Re activating a Recorder license Activating the Recorder license for the first time When you log in when installing the system you a...

Page 68: ...rder Manager you can access the license screen by choosing System License 4 In the Site License window do one of the following and then click OK To install a temporary 10 day license click 10 Day Tria...

Page 69: ...y screen displays 6 If you chose the License option follow screen instructions to obtain then enter an Activation key 7 Click Update The same license summary screen displays Re activating a Recorder l...

Page 70: ...icense The License screen displays 2 In the Activation Key area enter the activation key or enter a number between 600000 and 699999 3 Click Activate Note If an Unlimited license is obtained the word...

Page 71: ...etected and listed with exclamation marks indicating newly detected cards 2 Click a card to highlight it then set all appropriate fields including Switch type E1 T1 Framing Line Coding and any other k...

Page 72: ...el Contact Recording supports Voice Activated VOX mode only for the M2250 attendant console It does not support D channel or CCE control If setting up Contact Recording for the M2250 consoles be sure...

Page 73: ...l Calls and Calls per minute show the call you just recorded 4 Click General Setup Recorder Settings and identify the location of the Call Buffer such as D Calls 5 Open the folder such as D Calls that...

Page 74: ...name of the computer where Viewer is installed You may need to enter the recorder serial number 2 Make a test call and in the Viewer window do the following Click the Viewer tab In the Queries sectio...

Page 75: ...Installation Guide 75 C h a p t e r 6 Uninstalling and Upgrading Recorder In this chapter Uninstalling Recorder 76 Upgrading Recorder 77...

Page 76: ...TDM Recorder Stage 2 and click Remove Note You must uninstall Stage 2 before uninstalling Stage 1 Tip If you have the default MSDE database installed you will be asked if you wish to uninstall the dat...

Page 77: ...e installation program does not autostart use Windows Explorer to locate and double click the file Launch exe 3 In the File Download dialog box click Open not Save and follow screen instructions Note...

Page 78: ...Uninstalling and Upgrading Recorder Standard 3 0 78 Nortel TDM Recorder...

Page 79: ...Installation Guide 79 A p p e n d i x A Configuring Non Facility Associated Signaling In this chapter Non facility associated signaling overview 80 Definitions 81 Process 83...

Page 80: ...n a T1 configuration this saves a few extra voice channels that would have been data channels in a normal PRI configuration In order for the TDM Recorder to use the D channel for tap sense information...

Page 81: ...the Switch Trunk Span Index but will start at 0 for Ai Logix NFAS Trunk Group 0 and increment by 1 This value does not start over at 0 for Ai Logix NFAS Trunk Group 1 4 Ai Logix NFAS Trunk Type This...

Page 82: ...tch s native configuration program For example on Nortel switches it might be Loop 1 10 Switch Trunk Group The name given to the trunk group on the native switch This will be reported via the CTI inte...

Page 83: ...the following steps to configure an NFAS environment 1 Before connecting the trunk tap to the TDM Recorder you must first gather some information about the Trunk configuration from the native Switch c...

Page 84: ...Non Facility Associated Signaling Standard 3 0 84 Nortel TDM Recorder 2 Fill out the switch side portion of the table by using the native Switch configuration program and information from the Switch a...

Page 85: ...itch Trunk Span Index Switch Trunk Members D channel Configuration 01A14 1 0 1 23 D 02A14 1 1 24 46 Backup 01B14 1 2 47 70 None 02B14 1 3 71 94 None 01A12 6 0 1 23 D 02A12 6 1 24 46 Backup 01A13 6 2 4...

Page 86: ...n Facility Associated Signaling Standard 3 0 86 Nortel TDM Recorder 3 Fill out the Ai Logix card portion of the table by using the Smart Control program noting the Ai Logix Serial and Ai Logix Card ID...

Page 87: ...ard b The D channel Trunk Span must be connected to the Top or left hand port on the DP6409 The Backup must be connected to the Bottom or right hand port on the DP6409 c The D channel and Backup must...

Page 88: ...D 0 Top left 0582 02A14 1 1 24 46 Backup 0 Bottom right 0582 01B14 1 2 47 70 None 1 Top left 0468 02B14 1 3 71 94 None 1 Bottom right 0468 01A12 6 0 1 23 D 2 Top left 3660 02A12 6 1 24 46 Backup 2 Bot...

Page 89: ...acility Associated Signaling Standard 3 0 Installation Guide 89 6 Now connect the corresponding ports on the switch to the ports on the Ai Logix cards Note the patch panel and or wire labeling as the...

Page 90: ...able 11 01B14 1 2 47 70 None 1 Top left 0468 Out 3 Cable 12 02B14 1 3 71 94 None 1 Bottom right 0468 Out 4 Cable 13 01A12 6 0 1 23 D 2 Top left 3660 Out 5 Cable 14 02A12 6 1 24 46 Backup 2 Bottom righ...

Page 91: ...roup and Ai Logix NFAS Trunk Index numbers Follow the ordering of the Switch Trunk Group and Switch Trunk Span Index but start the Ai Logix NFAS Trunk Group at 0 and do not skip any numbers Also start...

Page 92: ...46 Backup 0 Bottom right 0582 0 1 Out 2 Cable 11 01B14 1 2 47 70 None 1 Top left 0468 0 2 Out 3 Cable 12 02B14 1 3 71 94 None 1 Bottom right 0468 0 3 Out 4 Cable 13 01A12 6 0 1 23 D 2 Top left 3660 1...

Page 93: ...ty Associated Signaling Installation Guide 93 8 Now start the Recorder Manager and apply the NFAS Protocol NFAS Group and NFAS Index settings from the table to each corresponding serial card Figure 1...

Page 94: ...Configuring Non Facility Associated Signaling Standard 3 0 94 Nortel TDM Recorder...

Page 95: ...Configuring Non Facility Associated Signaling Standard 3 0 Installation Guide 95 Switch Trunk Group Members to Media Channel IDs on the TDM Recorder...

Page 96: ...1 2 47 70 None 1 Top left 0468 0 2 Out 3 Cable 12 47 70 02B14 1 3 71 94 None 1 Bottom right 0468 0 3 Out 4 Cable 13 71 94 01A12 6 0 1 23 D 2 Top left 3660 1 4 Out 5 Cable 14 95 118 02A12 6 1 24 46 Bac...

Page 97: ...E1 T1 card properties 99 E1 T1 trunk configurations 101 E1 T1 channel hardware configurations 104 E1 T1 channel identifiers 107 NGX card properties 112 NGX channel hardware configurations 115 NGX cha...

Page 98: ...8 16 and 24 ports respectively Digital Station Side NGX1600 Voice card that records 16x2 wire digital stations 8x4 wire It is triggered by D channel events Can have up to one MX80 daugtherboards atta...

Page 99: ...dy only Mode Defines whether the card is operating with the E1 or T1 firmware on it Predefined options are E1 or T1 T1 is the default This field is editable and required Audio Recorded Format Defines...

Page 100: ...optional Rollback Buffer User defined field measured in milliseconds 0 1000 that allows the user to configure a number of seconds default is 1000 milliseconds to automatically capture voice for a per...

Page 101: ...cards on page 98 for model numbers Field Description Framing Describes the method used to frame the bit stream into a series of multiplexed channels Applicable always Predefined options are SF or ESF...

Page 102: ...rver fails If you plan to use VOX detection ensure that you test and set the VOX detection levels on each channel If you want to use D channel decoding as the recording fallback mechanism then the VOX...

Page 103: ...Identifies the span within an NFAS group Applicable only when protocol is NFAS Predefined options are 0 to 14 0 default Required for applicable protocol setting NFAS Type Identifies whether the span...

Page 104: ...unchecked disabled regardless of whether the channel is licensed Channel Number Number of the channel on the card such as 1 2 or 3 Read only field Channel ID Logical channel ID is a unique number tha...

Page 105: ...VOX detection or events resulting from D channel decoding This is determined by the configuration of the Vox Enabled setting When the TDM recorder is being used as a TDM slave in an Nortel Contact Rec...

Page 106: ...ontact Recording recorder is controlling the TDM recorder the NCR recorder is not interested in these events In this case the setting should be No Auto Gain Control Enables an option on the voice card...

Page 107: ...September 2007 Voice Card Configurations Installation Guide 107 E1 T1 channel identifiers Channel name is the only channel identifier for E1 T1 lines The channel name is user definable and is optional...

Page 108: ...ted choose General Setup Voice Cards Card and under Trunk choose a protocol according to the following Protocol Description Channels Available ISDN DASS2 Integrated Services Digital Network ISDN is a...

Page 109: ...er the restart NFAS Backup This is a variant of ISDN used with T1 where a backup channel not necessarily the D channel is used to service up to 10 x T1 lines 23 NFAS None A non facility associated sig...

Page 110: ...ber of channels available after the update If you have exceeded the number of licensed channels you need to obtain additional licenses Protocol Description Channels Available ISDN DASS2 Integrated Ser...

Page 111: ...September 2007 Voice Card Configurations Installation Guide 111 3 Click Save Reboot the PC when prompted Changes take effect after the restart...

Page 112: ...Identifies the hardware slot the card is in Card Status Voice card status Newly Added Replaced Removed Existing Ready only Audio Record Format Defines the method for encoding the audio data in a WAV f...

Page 113: ...t on Tap and Stop on Tap settings should be set to In Fall Back With these settings recording takes place in VOX fallback mode using VOX detection information if the CTI server fails If you plan to us...

Page 114: ...number of seconds default is 1000 milliseconds to automatically capture voice for a period before the start record command comes in This allows the recorder to compensate for delays in CTI or Unify p...

Page 115: ...re checked enabled regardless of whether the channel is licensed Channel Number Number of channel on the card e g 1 2 3 etc Read only field Channel ID Logical channel ID that will be used in the Unify...

Page 116: ...X detection or events resulting from D channel decoding This is determined by the configuration of the Vox Enabled setting When the TDM recorder is being used as a TDM slave in an Nortel Contact Recor...

Page 117: ...ables an option on the voice card to automatically amplify the voice on the channel when necessary Options are Yes or No Default is No Required field Start Record Events Default is event off hook NOTE...

Page 118: ...ou have selected multiple channels This field is configurable only on the individual card level That is it applies to the selected card only Field Description Channel Name User definable channel name...

Page 119: ...entry Read only Card Status Voice card status Newly Added Replaced Removed Existing Ready only Audio Record Format Defines the method for encoding the audio data in a WAV file Predefined options are...

Page 120: ...e Start on Tap and Stop on Tap settings should be set to In Fall Back With these settings recording takes place in VOX fallback mode using VOX detection information if the CTI server fails If you plan...

Page 121: ...or a period before the start record command comes in This allows the recorder to compensate for delays in CTI or Unify processing and automatically rollback the voice and start recording before the ac...

Page 122: ...s are checked enabled regardless of whether the channel is licensed Channel Number Number of channel on the card e g 1 2 3 etc Read only field Channel ID Logical channel ID that will be used in the Un...

Page 123: ...OX detection or events resulting from D channel decoding This is determined by the configuration of the Vox Enabled setting When the TDM recorder is being used as a TDM slave in an Nortel Contact Reco...

Page 124: ...ontact Recording recorder is controlling the TDM recorder the NCR recorder is not interested in these events In this case the setting should be No Auto Gain Control Enables an option on the voice card...

Page 125: ...you have selected multiple channels This field is configurable only on the individual card level That is it applies to the selected card only Field Description Channel Name User definable channel nam...

Page 126: ...Voice Card Configurations Standard 3 0 126 Nortel TDM Recorder...

Page 127: ......

Page 128: ...er license unless specifically authorized in writing by Nortel Networks prior to such use Violations of the license by alternative usage of any portion of this process or the related hardware constitu...

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