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This manual will guide you on the installation requirements and process. It will also illustrate and explain the different functions of the product.
CyRecord Configuration
2.1 CyRecord Overview
NOTE
CyTrack advises that there is legislation operating in various jurisdictions internationally which governs the installation and use of listening devices particularly as they relate to the recording of private conversations. Clients should obtain their own legal advice in relation to this legislation and whether it applies in the State or Territory in which they operate.
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CyRecord can be installed in a VM. Hyper-V and VMWare are supported. CyRecord O Series requires Windows OS. If you use Physical trunks (see below) you need to ensure the Host server supports pass-through for the physical device connections into the VM. CyRecord V Series runs in Linux.
2.2 CyRecord Physical Configuration
For call recording with physical trunk lines, you will use CyRecord O series with a recording device. Depending on the type of trunk, you will use a USB or PCIe device, or both. You must ensure you have sufficient expansion capacity in your server, or sufficient USB ports. See below for a list of devices and the physical trunks supported.
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If you choose to use a USB style adapter for the second NIC, we recommend you use the existing fixed ethernet port for the SIP mirror port and the USB adapter for the normal network. If the USB adapter goes offline for some reason, CyRecord will continue to record calls in the meantime until you are alerted to the server being uncontactable (refer to CyPulse documentation). However, if you use the USB adapter for the SIP mirror traffic and this adapter fails, you will lose all call recording capability.
2.3 CyRecord Devices
Devices and trunks that will be used by CyCX and CyRecord need to be registered for CyRecord to work correctly.
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However, you can produce an “Itemised Listed, Showing Trunks and all parties” report in CyReport Client, and it will show trunks that calls have been received on even if not listed in your Devices list. In the report below, it was group by Trunk for more convenient analysis.
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2.4 CyRecord Profiles
This tab provides additional configuration to complete the CyRecord configuration and should be done prior to configuring the CyRecord server details (see below). Devices that need to be recorded are registered in this tab. Recording profiles for agents are also created in this tab (see below).
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If an Agent can Pause/Stop and Start/Restart their recordings, then stopping a recording works by inserting silence rather than stopping the recording itself. This is for compliance purposes, so that the length of the recording can be reported correctly and matches the length of the call.
2.1 CyRecord Servers
This tab contains a list of CyRecord Server configuration profiles for call recording.
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Advanced Options:
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CyRecord V Series
4.1 V Series Overview
CyRecord V Series is a Linux based call recording appliance. V Series is targeted for more enterprise level customers as it has a deeper level of configuration and also for those customers that prefer a Linux/OS call recorder solution.
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CyRecord V Series is SIP only recording. We do not support physical trunks with this series.
V Series can be installed in a VM, and often is. CyTrack support Hyper-V and VMWare as virtualisation platforms. See below for installation details for the Call Recorder component.
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Once installed, CyDesk Manager must be configured to integrate with the V Series call recorder.
4.2 Installing V Series Call Recorder
Before installing the Call Recorder, check your system meets the minimum recommended requirements. Other settings or configurations may work.
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Obtain the Install files ISO
Burn the ISO to a CD/DVD
If you will use Hardware Raid, configure this prior to installing V Series
Set the Host Server boot priority to: CD/DVD, Primary HDD, others…
Insert the APRESA installation CD into the APRESA and restart the system. The installation process should start automatically. On successful boot you should see the Installation type screen.
Choose the Installation type.
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The Installer will proceed to detect and install components
When asked, confirm the Partitioning of the disk
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If you are prompted if you want to “Force EUFI”, choose NO
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11. On restart, you will see a Linux login screen. It will show the current IP address of the Call Recorder. The initial default IP address is 192.168.55.55 You will most likely need to change this. There are two options: - Change your IP (or add a secondary IP) to your workstation so that it is in the same network, then open your browser to http://192.168.55.55/; or - Login with username ‘vidi’ and password ‘brsRmbf’ then enter the command ‘web’
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12. Login to the Call Recorder with username ‘admin’ and password ‘admin’
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In this section is a collection of supplementary information used to assist with configuration of the CyRecord modules.
5.1 Wiring Diagrams
Below is a collection of wiring diagrams useful to system and hardware installers when using CyRecord O Series with physical trunks and devices and networks.
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5.1.1
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5.1.2
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5.1.3
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5.1.4
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5.1.11
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Creating Recording Profiles in CyRecord
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A new CyRecord agent profile can be added by clicking on the ‘Add’ button, and an existing one can be deleted by clicking on the ‘red bin’ icon. You cannot add more devices for recording than the number of recording devices mentioned in the CyDesk license.
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Hide ‘No Device’ Warning – Disables the warning when agent is set with CyRecord profile however the device monitored by CyDesk is not a device registered for recording. |
Option to Discard – Prompts agent to either keep or delete the call recording.
Recordings Folder – The location where call recording files will be stored
Folder Name
Agent Name – Creates a sub-folder in the recording path with the agent name.
Queue Name – Creates a sub-folder in the recording path with the queue name to store recording of calls related to a queue.
Campaign Name - Creates a sub-folder in the recording path with the campaign name to store recording of calls related to a campaign.
File Name
Agent Name – Includes the CyDesk agent name in the recording filename.
Phone Number – Includes the dialed / caller number in the recording filename, if present.
Contact ID – When agent is integrated to a database or CRM application, and contact is found, it will includes the contact identification in the recording filename.
Completion Code – Includes the completion code in the recording filename.
Recording Format – The audio file format, either WAV or MP3. The latter is 5 times more efficient in terms of size.
Hide Recordings Tab – Disables the Recording section in CyDesk History panel.
Allow Stop – Agent will be able to use the ‘Stop Recording’ button to stop an automatically recorded call.
Specify Types of call to AutoRecord – When enabled, only the selected call types can be recorded.
Incoming Calls – Record all types of incoming calls i.e. both queue and non-queue calls.
Outgoing Calls – Record all types of outgoing calls i.e. both queue and non-queue calls.
Queue Calls – Record only queue related calls. If ‘Incoming Calls’ and / or ‘Outgoing Call’ is enabled as well, then this option is overridden.
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Adding devices in CyRecord
Adding devices in CyRecord (version >= CyDesk 6.0 R1 B4)
This option provides additional configuration to complete the CyRecord configuration. Devices that need to be recorded are registered in this tab. Recording profiles for agents are also created in this option.
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A device can be added by clicking on the ‘Add’ button under the list on the right, and an existing one can be deleted by clicking on the ‘red bin’ icon. You cannot add more devices for recording than the number of recording devices mentioned in the CyDesk license.
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Add Extensions as ‘Server Controlled’ – When enabled, the devices will be available for selection in the CyRecord Server port configuration.