Introduction 

CyCX links your most important tools - the PC, inbound and outbound telephony control with CyDesk and internet media. Your Contact Centers can create advanced business efficiencies with simple and easy to handle and manage mutli-channel contacts and with inbuilt CRM integration interface. And with CyReport, you have powerful reporting and monitoring of your Business and Telephony operations. 

 CyDesk can be used standalone or integrated to Outlook, Customer Relationship Management System (CRM) or Database, Microsoft Access and many other Windows Based applications. You can even just highlight any number in Windows and Right-Click to Dial, it’s that easy! All standard telephone controls such as answer, hold, re-dial, conference and transfer are now easier and in fact better supported it can be done right from your PC. 

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CyCX also provides advanced functionality for businesses, such as, real time management screen for the Administrator, configurable break types to indicate individual user ‘presence status’ and optional voice recording functionality, utilising the power of our CyRecord Voice Recording module. 

 You can also manage your telephone calls easier.  Click-to-Dial - Set up CyDesk with your customer database and simply click to dial your contacts – if you don’t get through the name of the person and their number is listed in the re-dial list for recall. 

 Integrate CyDesk to your customer database and have the correct customer details automatically ‘popped’ to your screen when you are receiving incoming calls. 

 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. 

This section explains the architecture and basic operation of CyRecord. 

Below is an overall architecture diagram of a typical CyRecord O or V series installation. 

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The calls are received or sent via Trunks. Trunks can be SIP or physical, such as BRI/PRI, ISDN or Analogue. Trunks will be configured on your PABX and also listed in your CyDesk devices and CyRecord configuration so it knows about them. 

CyRecord needs to be able to record the calls on the trunks, and this is usually done by tapping the line (for physical) or mirroring the port on the switch for SIP/VoIP. This way the CyRecord server effectively gets its own copy of the call to record without impacting the call going through the PABX. 

For physical lines, CyRecord will use a USB or PCIe card, and this will be connected by a technician. 

For SIP, a connection from the mirror port will be connected to a second network interface card (NIC) on the CyRecord server. 

On the CyRecord server, there is a process that converts the call data into audio files, stores them to disk, and communicates this information along with details such as trunk, dialled numbers, direction and more to CyReport/CyCX Server (hereafter referred to collectively as CyCX). CyCX knows via the PABX what calls are in process and uses this information to match the call recording with other details to enable simple reporting and playback with CyReport Client. If CyCX is not configured correctly, it may still record the calls, but it will not be able to link the recordings to the Reports. 

CyCX also uses the CyRecord configuration to determine whether to record calls automatically, or on demand, and with Call Recording profiles you can allow Agents to manage their own call recording status. Agents with CyDesk can also view recordings in their call history. 

The basic steps to configure a CyRecord system are: 

1. Check you meet the installation requirements 

2. Configure the trunk taps or SIP mirror and connect to the CyRecord server 

3. Configure the Trunk devices in CyDesk Manager 

4. Configure the CyRecord Recording profiles and Devices 

5. Optionally apply Recording profiles to Agents 

6. Configure the CyRecord Server and identify which trunks are being used 

7. Check and start the CyRecord service 

Before you begin, you should confirm the number of CyRecord lines (or SIP trunks) you are licenced for. In many of the configuration screens you will be restricted to this quantity. 

In CyDesk Manager, go to Help->Licensing and look for the CyRecord Device Licences line. 

Finally, check your server meets the recommended minimum system requirements over and above the standard CyCX Server requirements E.g. Windows OS 

The server will require physical space to accommodate any PCI-E cards and/or USB devices required for recording. Please see table below for specific slots and devices required based on the trunks being recorded. Please note: PCI-E cards are High Density, Half length cards and fit in standard x1,x2,x4,x8 and x16 PCIe slots. Low profile cards are available as an option for single and Dual PRI boards only. 

NOTE

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. 

The server will require physical space to accommodate any PCI-E cards and/or USB devices required for recording. Please see table below for specific slots and devices required based on the trunks being recorded. Please note: PCI-E cards are High Density, Half length cards and fit in standard x1,x2,x4,x8 and x16 PCIe slots. Low profile cards are available as an option for single and Dual PRI boards only. 

You may need a technician* to connect the trunk lines coming into your PABX to the CyRecord O Series recording device. Details are in the instructions that come with the devices. 

• In many locations, you must be qualified to make any changes or connections to a telecommunication line

. 

For call recording with SIP trunks, you will need to use a network switch capable of port mirroring, and mirror the port that carries the SIP calls to the PABX, to a second NIC in the CyRecord server. 

A second Network Card is required for SIP recording . This will be done by port mirroring of the SIP/RTP data at the customer switch. Please ensure the switch is capable of supporting Port mirroring. If the Customer utilizes SIP trunks then mirroring the trunk traffic will suffice, If the Customer uses physical trunks in conjunction with IP handsets, then the SIP/RTP traffic for each handset will need to be mirrored and passed to the NIC. Port mirroring and cabling will need to be carried out by the phone technician or customer IT as these services are not covered by CyTrack technicians. 

Note

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. 

 NOTE

If you are using a Panasonic PABX with CSTA connector, your devices should already be registered. It is a good idea to check. 

To check or add devices to CyCX, in CyDesk Manager go to Configuration>Devices. 

You will see the devices CyCX knows. If you have more than one PABX profile configured, be sure to select the PABX in the dropdown box so you see only relevant devices. 

Double-click on any device to edit its details. See below. 

If the Trunk device (we will only consider trunk devices here, for more general information on configuring devices, refer to the CyDesk Admin guide) is not listed, you will need to add it before CyCX can manage it. 

To add a new device, scroll to the bottom of the list and press Add. 

You will see the device editor appear. 

Configure the relevant Trunk details. 

Device Type – Choose Trunk unless otherwise advised 

Number – The number of the trunk line as configured in your PABX. See below. 

Range – If you want to add multiple contiguous Trunk devices together, select this and then enter the last trunk number in the range 

Name – A label you can use for convenience when selecting later E.g. SIP Trunk 1 

Press OK to save. 

Finding your Trunk details. 

Your PABX management tool, or your technician should be able to advise you what Trunk lines are configured on your PABX. This is beyond the scope of this document. 

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. 

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). 

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 your CyCX license (see above). The drop-down will allow you select what type of devices to add. Typically you will select Trunk devices for CyRecord O and V series. 

Add Extensions as ‘Server Controlled’ – When enabled, the devices will be available for selection in the CyRecord Server port configuration (see below). 

NOTE 

You cannot edit an existing device entry once added (E.g. to change the Server Controlled setting); you will need to delete and add the device entry. 

A new CyRecord agent profile can be added by clicking on the ‘Add’ button under CyRecord Profile section, and an existing one can be deleted by clicking on the ‘red bin’ icon. You can edit an existing profile by double-clicking on it. 

NOTE 

Two profiles are provided by default. You may edit or remove these. 

Record All – Record all calls for the Agent(s) this profile is assigned to. 

Record on Demand – Allow the Agent to start/stop/pause their call recording. 

Name – the name of the CyRecord agent profile. Override Local Settings – When enabled, the local CyRecord Options in CyDesk will be overridden by the settings in this profile. 

Auto Record – Enable this so call recording can automatically start at the following interval: 

• Every Call 

• Every 2^nd Call  

• Every 3^rd Call 

• Every 4^th Call  

• Random 

Hide ‘No Device’ Warning – Disables the warning when agent is set with CyRecord profile however the device monitored by CyCX is not a device registered for recording. 

Conceal from Agent – Hide the Recording indicator and control from the Agent. 

Allow Stop – Agent will be able to use the ‘Stop Recording’ button to stop an automatically recorded call. Auto Stop – When a call reaches this Agent the recording will stop. 

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. 

To apply a recording profile to an Agent, in CyDesk Manager go to Administration>Agents, edit the Agent and set their CyRecord profile. 

Once a profile is enabled and an Agent is handling a call eligible for recording (i.e. on a Trunk) and the profile does not have the Conceal from Agent enabled, the Agent will see a recording icon in their CyDesk interface. Depending on the profile configuration, they may not be able to pause/stop or start/restart the recording. 

NOTE 

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. 

Each profile contains the settings CyRecord uses to work with different ‘hardware’ types (i.e. USB/PCIe or SIP), the trunks to be managed, and other details. You may have more than one profile defined, and you may have more than one CyRecord server running in your CyCX system (E.g. if you have multiple trunk bundles of types you cannot support simultaneously on one server, or even multiple PABX. These are advanced scenarios. Typically you will see multiple profiles when a site has been migrated from one recording module to another i.e. CyRecord R to CyRecord O). 

You can Add, Delete or Edit (double-click) a profile. 

If you select Add, the CyRecord Server Wizard will begin. 

2.1.1 CyRecord Server Wizard 

When adding a new server the CyRecord Server wizard will be launched. This will ask you several questions to make the process of configuring the recording server a simpler process. 

 The first question is to determine if you are setting the server up to run on the same computer where you are running the CyDesk Manager. 

Press Yes if installing CyRecord O Series or V Series. 

If you are installing CyRecord O series, you must be running this wizard on the server where you will install the service, then press Yes. This is because the Wizard must check for and/or install necessary drivers for the hardware device or SIP capture. In a single-server installation, this will be the same server. If you choose to install CyRecord on a separate server, you will need to cancel and run this wizard on that server. Refer to information about installing CyCX in Multi-Server installations. 

If you answer No to this question you will be taken to the standard configuration page where you can enter the details required using the same screen used for editing and changing details. 

If you answer Yes, the next screen will ask you to select the type of recording solution being installed.  

If you select O Series the wizard will continue. 

If you select V Series, you will continue to the Recording Options page. See below. 

If you select any other option you will continue to the standard configuration page. See below. 

The installation wizard will detect if the O-Series recording software is already installed, and if it is not you will be asked if you wish to install it at this time. 

The O Series recording can record various types of trunks. It can record VOIP using port mirroring, or it can record physical trunks using either a USB device or a PCI card in the server.  

You will need to select which, if any, of these options you wish to have installed with the base O Series software at this time. 

Once you click Next the wizard will install the software. You may be presented with one or more screens where you have to click Proceed or ‘press any key to continue’. 

Recording Options 

Once the software is installed, please select the additional options related to how you require the software to operate. CyTrack recommends that you leave the settings at their defaults unless advised to change them. 

Encrypt Recordings – Encrypt the recording files on the disk. You will need to playback or download the recordings with CyReport Client. 

Auto-Silence – The call is recorded for compliance but recording is effectively stopped by immediately inserting silence. 

Ignore Auto Silence – When there is no caller ID available for the call, ignore the previous setting. 

Only Link When Answered – Unanswered calls will not be linked to CyReport. 

Stop After Transfer to Trunk – If a call being recorded is transferred out via a Trunk then stop recording. 

Pause Recordings at Start – Turn-on Auto-Silence when the CyRecord Service is not running 

It is possible that you have not configured the trunks at this stage in the CyDesk Devices tab (refer above) so you will be offered the chance to do this now. It is recommended you perform this step as described earlier as this step will only allow you to add one or a contiguous range of trunks before continuing. 

If you select Yes you will be able to add additional devices, using the ‘Add Devices’ screen. 

You will then be asked to select which trunks you wish to record. A list of all available trunks from all PABXs will be offered. 

Please note it will allow you to select as many devices as there are, however it will only add the amount to the actual configuration screen that you have in your CyCX license. 

In this example all 10 trunks shown in the screen have been choses however the license only allows for 4 devices. 

Select zero or more trunks in this screen and press Next. If you have many trunks and PABX profiles, it may be more convenient to add the trunks to the CyRecord Profile manually following the steps listed earlier. 

Once you click Next the CyRecord Server configuration will be added to the list of available servers. If you are adding CyRecord O Series the O Series Configuration screen will be opened automatically. Refer below to CyRecord O Series Configuration. 

Otherwise you see the list of CyRecord Servers and can double click the new profile to view and edit the configuration. Refer below to CyRecord Server Configuration. 

2.1.2 CyRecord Server configuration page

To edit a CyRecord Server Profile, double-click on the entry in the CyRecord Server tab. 

Name – The name of the CyRecord Server profile. 

Path – Not used – Legacy only.  

Ports – Select the number of ports to configure for this server. You must keep this below your total license count across all CyRecord servers. Changing this will change the number of configurable slots on the right side of this window. 

API Server – the Hostname or IP address of the CyRecord server engine. If this CyRecord server is running on the same CyCX host (i.e. Single server installation) then use ‘localhost’. Otherwise enter the address of the server. 

Report Server URL – The URL of the CyReport Client (E.g. https://CyCX/CyReportBI/). Used to generate the links to access recordings in a Report. 

Auto silence mode – Stop recording at the start of the call. 

Hardware – The recording platform used by CyRecord. 

CyRecord V – maintained in the configuration for legacy systems 

CyRecord O – the main recording platform for PRI, BRI, PSTN and VOIP 

Others – maintained for Legacy support 

Use Call Progress – CyRecord will use the hardware signals to determine the start and end of the recording. When this option is not enabled, CyRecord relies on the CTI link. 

AES Encryption – When enabled, the files will be encrypted and can only be played back with CyReport. 

Stop After Transfer Out – when this option is enabled call recording will stop when the call is transferred out to an external number. 

Only Link Answered Calls – This option will ensure that call linking within the engine to reporting data only takes place after the call has been answered. This is important in situations where ring groups are used where the same trunk call may be appearing on multiple extensions simultaneously. 

Download Port – this is used by the reporting engine to connect to the recording system to download recordings, and should not be changed unless there is a specific IT requirement to do so. 

Configure O Series – This will launch the tool for configuration of O Series – described below. 

Silence Alert Percent – Used with CyPulse Monitoring Service to set the threshold for alerting if a recorded call has more silence than this. Useful for detecting some call faults along with some instances where Agents pause recording and omit to restart it. 

Device ID and Port Offset – This setting is only applicable when Hardware is configured as CyRecord O. When there are multiple recording devices connected to the server, the correct ID and Offset must be configured. Assuming there are two recording devices, both with 4 ports, this is the correct ID and offset configuration. 

Port – the trunk-to-port configurations required. You must fill in one slot for each Trunk being recorded by this CyRecord server. 

• Port – the port number. 

• Connected Extension – the device physically connected to the port. Only devices registered in the CyRecord Profiles tab and set for ‘Server Controlled’ can be added. 

• All – Record all, or use the CyRecord profile configured in the Agent profile. 

To configure these entries, double-click on the slot, and change or add details. 

NOTE 

The Ports configuration is used by CyRecord to associate the Trunk with the physical port on the recording device. For example, on an Analog recording device with four ports, where Trunk line 3 is connected to port 1 on the recording device, you would see an entry like: 

For SIP ports, there are no physical ports so the order is not important, however you must still add each SIP trunk to be recorded by this server to the list. 

2.1.3 CyRecord Server Service configuration

Once you have configured the CyRecord server profile, the CyRecord service needs to be configured, and if necessary, restarted. 

NOTE: The CyRecord service should always be restarted after a change to the CyRecord server profile 

In CyDesk Manager, navigate to Options->Configuration->Services and select CyRecord Server 

Right-click on CyRecord Server service and choose Settings for CyRecord Server 

Select the CyRecord server profile required and press OK 

Fill in the Report Server IP with the IP address of the CyReport server. In most installations this will be 127.0.0.1 (localhost) and is necessary when you are using SMDR data for CyReport. If you are unsure. Enter 127.0.0.1 

If the status for the service is not Automatic, right-click again and choose Configure Service. Change the Startup mode to Automatic and press Close. 

Finally if the service is not running, right-click and choose Start CyRecord Server. 

To restart the service in the case of changing settings, right-click and Stop/Start or choose Restart CyRecord Server. 

CyRecord O Series

3.1.1 CyRecord O Series Configuration

When this is first run, it will check if O Series has been installed. Refer to the previous section CyRecord Server Wizard. 

There are several components to O Series: 

• HyperEngine – the main service which talks to the other services and components 

• VOIP Service – this monitors a specified ‘port mirroring’ network adapter to record VOIP calls 

• USB Driver – this receives voice recording information from USB devices which can be connected to Analog, BRI or PRI trunks 

• PCI Driver – this receives voice recording information from PCI Cards installed in the server which connect to Analog, BRI or PRI trunks 

If the HyperEngine is not installed, you will be prompted and asked if you wish to install it. 

NOTE

You should only see this if you press Configure O Series in the CyRecord Server Configuration screen and for some reason the HyperEngine service has been removed. 

If you select No, the configuration program will still launch but you will not be able to change anything. 

If you select Yes, the software will be installed – refer to the CyRecord Server Wizard above. This may take a minute or two. Once it is installed you will be presented with the configuration screen. 

System Files – Path where the CyRecord engine files are located. This should not be changed. 

Recording Path – You will need to specify the Recording Path where you wish to have recordings stored while they are being recorded. If this Red it means the path cannot be found. You should create the path or choose an existing path. 

Firmware Path – Path where the firmware files for the CyRecord hardware is located. This is usually the ‘Firmware’ folder in the System Files path. 

Logging Path – you will need to specify a location where to store logs created by the HyperEngine system 

HyperEngine Status – This shows whether the engine is current running, and the Start and Stop buttons can be used to alter the state of the service. This will usually not be started during the initial installation of CyRecord O Series because the above settings need to be configured. 

In order to record calls you will need to be using either VOIP, USB or PCI drivers – depending on how your system is equipped.  

3.1.1.1 VOIP 

The following options are available when running CyRecord ‘O’ Series with VOIP mode: 

Network Interface Name – Network adapter for the mirrored VoIP calls. 

VOIP Signalling – SIP protocol port. Default 5060. 

PABX Address – Network address of the PABX. Used by CyRecord to determine if the call is Incoming or Outgoing. Can be IP address or Hostname. 

SIP Provider Address – Network address of the VoIP provider. Used by CyRecord to determine if the call is Incoming or Outgoing. Can be IP address or Hostname. 

SIP Provider Domain – Network Domain name of the VoIP provider. Alternative to using SIP Provider Address if provider uses more than one address. 

VOIP Mode - A set of options: Refer CyTrack Support. 

IP Filter – limit recording to SIP sessions to or from the addresses listed. If you use this you should include the VoIP provider address(es). 

LicenseKeeper Mode – How CyRecord will check its License. 

LimitedInternet – This is the Default. This mode will enable CyRecord to work offline after the installation so no Internet access is required after configuration (other modes require regular access to the Internet to validate the License, and a non-validated licence only records the first 30s of any call). It requires the MAC address of your PABX to enable offline licensing. 

PABX MAC – Fill in the PABX MAC address; or Fill in the PABX IP address and press Get From IP. 

PackageCode – Fill in the VOIP Licence Softkey as follows: For normal licence, type CYTRACK_[PACKAGECODE]; or For an NFR (Dealer) license, type CYDEMO_[PACKAGECODE]; or 

For Trial licence (for testing), type TRIAL_[PACKAGECODE] Where [PACKAGECODE] is your CyCX package code as used for Installation.  

NOTE

Trial license will place CyRecord into trial mode where it will only record the first 30 seconds of a call. This is available for Trial and Evaluation mode use. Contact CyTrack Support. 

3.1.1.2 USB 

The following options are available when running CyRecord O Series with USB mode: 

USB Driver Status – whether the USB driver is installed and available. 

Install – Press to Install drivers if you add a CyRecord O Series USB recording device. 

3.1.1.3 PCI 

The following options are available when running CyRecord O Series with PCI mode: 

PCI Driver Status – whether the USB driver is installed and available. 

Install – Press to Install drivers if you add a CyRecord O Series PCI recording device. 

3.1.1.4 Advanced Settings 

These settings are recommended to be left in their default settings unless advised by CyTrack Support to change them: 

Advanced Options: 

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. 

NOTE CyTrack services require Windows OS. Only the CyRecord V Series recorder in Linux based. 

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. 

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. 

NOTE: These settings are for the Call Recorder component only. The main CyCX/CyDesk server is a separate system running on Wndows OS, and communicates with this component over the TCP/IP network. 

Minimum System Requirements 

If installing into a Virtual environment, consider the following suggested minimum requirements. 

Begin installation on to the Host Server: 

1. Obtain the Install files ISO https://support.cytrack.com/hc/en-us/articles/333757060776-Software-Downloads-Updates  

2. Burn the ISO to a CD/DVD If installing to a VM environment you may be able to skip this step and set the boot ISO image to the ISO file. 

3. If you will use Hardware Raid, configure this prior to installing V Series 

4. Set the Host Server boot priority to: CD/DVD, Primary HDD, others… 

5. 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.

1. Choose the Installation type.

 If you are using Hardware Raid, choose ‘Standard’ If you are not using any Software Raid, choose ‘Standard’ For Software Raid 1 you must have 2 Hard Drives available For Software Raid 5, you must have 3 or more drives available 

If you choose an option with Encryption this will encrypt the entire disk except the Boot sector. You will be required to enter the Password on each boot. You cannot choose to encrypt the disk later.  CAUTION: There is no password recovery option or ability to unencrypt the disk In this guide we will use Standard. Press Continue. 

1. The Installer will proceed to detect and install components 

2. When asked, confirm the Partitioning of the disk

If you are prompted if you want to “Force EUFI”, choose NO

1. The Installer will continue to install components. This may take some time. 

10. Once the Installer has completed it should shut down the system and the screen will say “System Halted” on a black text screen. Press the Reset or cycle the power to restart the Server/VM. 

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’ 

12. Login to the Call Recorder with username ‘admin’ and password ‘admin’ 

13. If you need to change the network settings: 

A. Navigate to Options->System Settings 

B. On the Network tab change the IP address/mask as required or choose DHCP. Press Apply. 

C. Accept the prompt to restart networking and press OK 

You may see a message the network is restarting

You will now need to navigate to the new address. 

• If using DHCP you may need to check your DHCP server records or consult your network Administrator 

D. Login again

14. Configure the Licensing, following this flowchart

A. Press Software Activation on the screen

B. Enter the Licence Key you received when the software was supplied and press OK 

C. The system will generate an Activation request code

D. Press the link to navigate to the Vidicode activation page If this does not work, navigate to http://www.vidocode.com/activation

E. You should see a new page with an activation code. Copy and paste this code back into the Call Recorder activation screen and press OK 

F. Now the activation is finalised. To check the success, navigate to Options->System Settings->System tab and check the Software serial number. It should not be 0 and should be greater than 80000 

G. Now we need to continue with initial configuration 

i. Navigate to Options->Recording Settings 

ii. Set Audio file encoding as required Addresses to Record – Set to Record everything Set SIP Filter to only use your SIP domain (E.g. @mysipdomain.com) Press Apply to save. 

H. Navigate to Options->System Settings->System tab Press Advanced Settings. Ensure this stays on for the next steps  

I. Press Define new password beside API Authorization code. Fill in the API Authorization code with ‘CyRecord’ (without quotes. This is necessary for CyRecord server to control pause and resume of recordings) Press Apply at the bottom of the screen (you may need to scroll) to save. 

J. Navigate to Options->System settings->VoIP Set VoIP Recording module to Optimized (SIP only) Set IP Address of PABX and appropriate SIP port used by PABX Set the Usage of SIP ID as Identification to Use First Part of SIP ID if it is a number Make sure ‘Only record RTP in Calls’ is enabled​ Press Apply to save 

K. System is now configured 

15. Return to the Home screen If there are calls being presented on the SIP Mirror port you should begin to see calls registered on the Tools->Active Calls list then they will be listed once recorded onto the Home screen 

16. For further Call Recorder configuration and operation select the Help option. However all further access to call recordings and information can and should be done through the CyReport Client.  

17. Now return to CyDesk Manager to complete the CyRecord V Series configuration (refer above – See Section 2.5) 

Appendix 1 

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. 

5.1.1 Standard Analogue/Digital Wiring 

5.1.2 Analog Trunk Recording Device Wiring 

5.1.3 Dual BRI Wiring 

5.1.4 4-8 Ch. Analog PCI Wiring 

5.1.5 4-8 Ch. Digital PCI Wiring 

5.1.6 4-8 Ch. BRI-ISDN PCI Wiring 

5.1.7 8-16 Ch. Analog PCI Express Wiring 

5.1.8 8-16 Ch. Digital PCI Express Wiring 

5.1.9 8-16 Ch. BRI-ISDN PCI Express Wiring 

5.1.10 (Dual) ISDN-30 PCI Express Wiring 

5.1.11 (Dual) T1 PCI Express Wiring 

Creating Recording Profiles in CyRecord

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.

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.

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.

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.

Add Extensions as ‘Server Controlled’ – When enabled, the devices will be available for selection in the CyRecord Server port configuration.