Recall Call Recording for IP Extensions

RECALL IP

TABLE OF CONTENTS

1- INTRODUCTION ............................................................................................ 3 Professional Call Recording ..................................................................................... 3

2- PRODUCT OVERVIEW ................................................................................. 4 3- INTRODUCTION TO VOIP RECORDING ..................................................... 5 3.1 3.2 3.3 3.4 3.5

Basic IP Recording ........................................................................................... 5 Tapping per to peer conversations .................................................................... 5 Distributed recording solution ............................................................................ 6 Codecs ............................................................................................................. 6 Encryption ......................................................................................................... 6

4- HARDWARE INSTALLATION ....................................................................... 7 4.1 4.2 4.3 4.4

Server PC Hardware Requirements .................................................................. 7 Server PC Software Requirements ................................................................... 7 PBX Requirements ........................................................................................... 7 Installation of the optional Recall IP Switch ....................................................... 7

5- MANAGEMENT SOFTWARE ........................................................................ 8 5.1 Recording Manager (Local or Web based configurations) ................................. 8 5.2 RecallView ........................................................................................................ 9 5.3 Recall Alarms...................................................................................................10

6- ABOUT JUSAN ........................................................................................... 11

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Ref: DP/RecallIPX/eng/docs © Jusan S.A - www.jusan.es

RECALL IP

1- INTRODUCTION A professional call recording solution is a modern day management tool that brings real benefits to both small and large companies in all business sectors, and is mainly used for: 

Legal compliance with industry standards (Emergency & critical services, public services, financial sector, …)

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Error avoidance / resolution of disputes (Contracts by telephone, bookings, orders management, telesales, delivery information details, market research, …)

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Training and Quality (Telephone skills, Improve customer care service levels, …)

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Security and Control Confidential information, fraud detection, malicious calls, …)

Professional Call Recording Jusan’s experience in the development of value added solutions for the telephony sector dates back to the 1980’s, and more specifically the call recording range to the year 2005. Since then more than 2,000 Recall call recording solutions have been installed (around 10,000 ISDN, Analog, IP and Digital channels), across a large variety of sectors and in more than 20 different countries, mostly in Europe and Latin America. Recall is a complete range of call recording solutions designed to meet the customer service

level requirements of today’s ever more demanding markets. The different available versions of Recall enable the recording of internal and external calls, the recording of extensions or lines, and recording on demand or on either a selective or permanent basis. Depending on the specific objective of the call recording solution and the organization in which it is to be installed, it may be necessary to record all of the calls, just some of the calls, or even just a part of some of the calls. For this reason the Recall range offers different models according to the existing telecommunications infrastructure and to the type of recording required,  Recording of all calls (Blanket recording)  Recording of some calls (Selective or On-Demand)  Recording of trunk lines, or recording of PBX extensions  Internal & external calls, inbound & outbound  Multi-PBX and multi-branch solutions Storage capacities depend both on the codec used and on the hard disk capacity:

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Codec

Bitrate (kbits/sec.)

Hours /Gigabyte

PCM (Stereo) PCM (Mono)

128 64

18 36

MP3 (Stereo)

8

280

TrueSpeech (Mono)

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250 Ref: DP/RecallIPX/eng/docs © Jusan S.A - www.jusan.es

RECALL IP

2- PRODUCT OVERVIEW RECALL IP is part of the Recall range, a family of professional telephone recording devices

for all types of environment. RECALL IP is a powerful state of the art solution for the recording and storage of telephone

calls made via proprietary IP PBX extensions, including real-time call monitoring and listening. 

On-demand, Permanent and Selective recording according to a series of programmable filters are available, and intuitive web based management software is incorporated to facilitate the handling of the audio files from any location.

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All call data is stored in an SQL database (SQL Server included). The call recording audio files are compressed and stored in standard or encrypted .wav files.

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An integrated alarm mechanism prevents problems created by power cuts, faulty phone lines, hard disk saturation, etc.

General Architecture RECALL IP is based on a client-server architecture with Windows based software

applications, SQL database and CTI technology. RECALL IP is composed of:

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CTI Server software to manage PBX interface and process call signaling.

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Recall Server Software to provide packet filtering, decoding and recording resources

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Administrator Software to configure and supervise the system

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Client Software to manage and listen the recordings (multi-users software available on 2 versions, software for windows and Web-based).

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Optional Ethernet Switch (100 Mb 8 Ports) with SPAN (port mirror).

The number of recording channels available with RECALL IP may be increased with the purchase of further licenses. 4

Ref: DP/RecallIPX/eng/docs © Jusan S.A - www.jusan.es

RECALL IP

3- INTRODUCTION TO VOIP RECORDING VoIP - also known as IP telephony or voice over IP - transmits voice traffic in the form of packets over standard TCP/IP networks. VoIP networks are designed around a typical IP network which consists of interconnected routers that form a packet switching fabric but IP based telephone networks are not deployed with a standard architecture and there are endless ways to design a corporate Ethernet and telephone network. The challenge of VoIP recording is learning how to design a recording system so that all call data can be tapped. Call recording solutions should look beyond a central tapping solution but must work with a flexible approach and the requirements of the logger’s customer dictates the location of the tap. If the logger is designed to only record calls originating from outside of the network a tap can be positioned higher up on the telephone network. When a logging system is designed for monitoring agent behavior or selective recording the tap point must be positioned between the agent phones and the PBX.

3.1

Basic IP Recording

The tap must be positioned anywhere on the network where RECALL IP can monitor all voice traffic received and transmitted by the phones (anywhere between the phones and PBX). Depending on the size and topology of the network, loggers can chose to use a single tap point or multiple tap points. A recommended option is to use the span (mirror) port of the switch leading to IP phones. The span port must be configured to monitor only the port where the PBX is connected. All voice traffic (RTP) leaving and entering the local network is recorded.

3.2

Tapping peer to peer conversations

Some call monitoring applications may need to record all phone conversations - including agent to agent calls. In a VoIP environment, when a call is placed to another phone on the local network, only the call control information passes to the PBX while the voice packets are passed directly 5

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RECALL IP

between the two IP phones. If the two phones are connected to the same switch, voice packets never leave that segment of the network. On that case, a recommended option is to use the span (mirror) port of each switch.

3.3

Distributed recording solution

RECALL IP has been designed as a modular solution to manage multiple tap points

distributed throughout the local VoIP network and connected to local packet filtering resources (Reduced Recall Server PCs). From here, all voice related packets are passed on an internal network to a centralized location for recording (Main Recall Server PC).

Distributed recording may require extra software and settings, please contact you provider for further details.

3.4

Codecs

When tapping a VoIP network, the recording component must have resources capable of decoding the CODEC used on the network. RECALL IP supports by default the codec G.711. Other media formats may be decoded upon

request – please consult.

3.5

Encryption

Companies typically encrypt data passing between office locations over a VPN. The data encryption/decryption takes place at the endpoints of the VPN - outside of the local network. The data passing along the local network is unsecured. The voice related packets between the VPN and the IP phones are not encrypted. A tap positioned anywhere on the local network is capable of recording. WARNING: Alternatively, the data could be encrypted at the IP phones. VoIP traffic traveling along the local network is encrypted and cannot be tapped.

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Ref: DP/RecallIPX/eng/docs © Jusan S.A - www.jusan.es

RECALL IP

4- HARDWARE INSTALLATION RECALL IP requires a server PC that complies with the following minimum hardware and

software requirements:

4.1

Server PC Hardware Requirements CPU: Pentium® 4 , Intel® Core or equivalent (2GHz) RAM: 2GB DDR (4GB Recommended) Hard Disk capacity: must be dimensioned according to the configured audio format: PCM (stereo) 18hrs per Gb or TrueSpeech 250hrs per Gb (compressed). 2 LAN Ports  LAN card 1 - connected to the local network for CTI and general LAN purposes.  LAN card 2 - connected to the Mirror port of the switch for VoIP tapping.

To ensure a proper recording, it is recommended to set the LAN card used for the port mirror with an IP address not included in the ranges used in the customer’s network.

4.2

Server PC Software Requirements Operating System: Windows XP SP3, Windows Vista SP2, Windows 7 (not Starter, not Home), Windows Server 2003, Windows Server 2008. Framework .NET version 2.0 and 4.0 (both installation kits supplied on Recall IP CD)

4.3

PBX Requirements PBX with CTI Protocol (TAPI, TSAPI or CSTA) VoIP codecs G.711

4.4

Installation of the optional Recall IP Switch The switch delivered in option is configured by default, so it not necessary to make any further configuration.

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Ref: DP/RecallIPX/eng/docs © Jusan S.A - www.jusan.es

RECALL IP

5- MANAGEMENT SOFTWARE The client applications Recording Manager, Recall View and Recall Alarms may now be installed in the relevant user and supervisor workstations. Each client application may be installed on any PC in the same LAN as the Recall Server PC.

5.1

Recording Manager (Local or Web based configurations)

Recording Manager is a software Application to search for, retrieve, listen to and generally manage (e-mail, delete, add a category to, …) the stored recordings.

Recording Manager is a multi-user software application, available as a Web-based and Windows application, with restricted access levels for authorized users, and which may also operate as a local configuration client-server application from any network PC. Recording Manager enables the creation of various access levels based on the different search criteria and permissions in order to use/modify/delete the audio data.

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RECALL IP

Search Criteria For the creation of reports Recording Manager incorporates a series of filters which enable the audio file search to be defined according to the following criteria. 

Date and time

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Assigned category

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PBX extension

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Dialed number (from the prefix to the full number)

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Origin of the call (calling party) (from the prefix to the full number)

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Call type (inbound, outbound)

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Call duration

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Group or campaign (When integrated with Jusan’s Fidelity Call Center Solution)

Classification of recordings The audio files may also be classified according to any previously defined category. This category may be a name related to the file contents (complaint, sale, the associated campaign, etc) or simply a comment such as ‘listened to’ or ‘do not delete’, and may be used as a filter when conducting searches Additionally the name of the called or calling party may be added and stored with any recording.

5.2

RecallView

RecallView is a Windows Application that enables authorized users to supervise and to listen to the conversations in real-time.

The user only needs to click on the selected conversation using the RecallView software and a few seconds later, the conversation will be played (multimedia PC required)

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Ref: DP/RecallIPX/eng/docs © Jusan S.A - www.jusan.es

RECALL IP

5.3

Recall Alarms

Recall Alarms is a Windows Application for the monitoring of the Recall systems. In case of any error in the recording service Recall Alarms notifies the error via email. It is advisable to install the application in a computer different from the one that allocates the Recording Server service. Recall Alarms watches over the following:  System inactivity (during the programmed period).  Hard disk capacity. This alert indicates that memory is almost full.  Database. This alert indicates that the SQL service is down.

Real time notification is done using the following methods:  On-screen events window  Immediate e-mail notification  Text message notification (optional)

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Ref: DP/RecallIPX/eng/docs © Jusan S.A - www.jusan.es

RECALL IP

6- ABOUT JUSAN JUSAN is one of the European market leaders in value added solutions for telephone systems (PBX), with more than 30 years experience in the telecommunications sector and with products present in over 50 countries, where more than 80,000 systems have been installed during the last 10 years. Today the company designs, manufactures and markets a wide range of value added applications which include: 

Call Center Solutions: ACD, real time supervision, telemarketing, scripting, dialers, database integration, special applications.

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Call Recording: for all types of environment: permanent, selective & on-demand recording. Internal & external calls, extensions or lines, standard or proprietary.

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IVR solutions: Voicemail + Unified Messages, IVR + database integration

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CTI Applications: PC based operator, dialer for Outlook, automatic surveys.

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Call Billing & Data Buffers: PC based or stand-alone solutions for all PBXs.

Head office is based in Madrid, Spain, and the company employs 30 people, half of which are qualified engineers and technicians. A branch office is located in Argentina.

Originally founded in 1959, during the late 1970’s Jusan began to focus on the development and manufacture of call accounting and billing systems. In the early 1990’s, the company engaged in the development of voice mail systems (voice based equipment with automatic attendant, moh, voice messaging and interactive voice response capabilities), thus consolidating the core business of the company within the PBX applications sector. The tendency during recent years has been the development of generic CTI applications including Call Center, a full range of Call Recorders, and the evolution of Jusan voice mail systems into a powerful IVR platform.

Over the years Jusan has partnered with leading PBX manufacturers such as Aastra, AlcatelLucent, Panasonic, and Siemens, as well as major Telcos including Telefonica, France Telecom and Belgacom. Export markets, which account for more than 30% of turnover, are also served via a network of independent distributors in more than 40 countries. - France

- Portugal

- UK

- Argentina + Uruguay

- Germany

- Belgium

- Romania

- Australia

- Norway

- Switzerland

- Cyprus

- North & West African countries

- Holland

- Hungary

- Chile

- Central American countries

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Ref: DP/RecallIPX/eng/docs © Jusan S.A - www.jusan.es

RECALL IP

www.jusan.es [email protected] tel. +34 914 560 110 fax +34 915 531 411 © Jusan S.A. 2015

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Ref: DP/RecallIPX/eng/docs © Jusan S.A - www.jusan.es