© 2009 Avaya Inc. All rights reserved.1 Chapter Six, Contact Store Module One – Using Contact Store

© 2009 Avaya Inc. All rights reserved.2 ContactStore Overview ContactStore complements the voice recording capabilities of Voic Pro. Any recordings configured with the Voice Recording Library are placed in a folder that is accessible to ContactStore. ContactStore checks this folder every few seconds and if it finds a new recording in the folder, ContactStore: – Reads the information about the recording from the file. – Compresses the audio to 16kbps G.726 format. – Stores the new file on the configured ContactStore hard disk, either on a separate server or in a specified partition. – Updates the database with details of the recording. – Deletes the original.wav file from the directory.

© 2009 Avaya Inc. All rights reserved.3 Functional Components

© 2009 Avaya Inc. All rights reserved.4 Supported Languages US English UK English Dutch Italian German Russian French Japanese Korean Latin Spanish Brazilian Portuguese Simplified Chinese All dates and times are stored in the database in Coordinated Universal Time (UTC). However, when you view records using the search and replay application, these are converted to your local time. If you view the records using a database query tool the times will be shown in the time zone of the client machine, which may be different from the server time.

© 2009 Avaya Inc. All rights reserved.5 Server PC Requirements [1] For all voic servers, allow 1mb per minute for messages and greeting storage. [2] Also allow 7.2MB per hour for recordings in the ContactStore disk partition. The platform required for a ContactStore server varies according to the volume of recordings to be made and the number of concurrent users of the search and replay application. ContactStore manages disk space to maintain a small amount of free space on the disk. To do this, install it on its own partition so that the whole partition can be used for the storage of the application and the recordings.

© 2009 Avaya Inc. All rights reserved.6 Disk Partitions Avaya recommends installing ContactStore on a dedicated drive partition. Ideally, use 2 partitions; – 1) for the ContactStore application and calls database – 2) used exclusively to store the recordings Avaya supported scenarios for installing the ContactStore solution with Voic Pro: – Same Drive - Separate Partition – Same Server - Separate Drives – Separate Servers For more information on disk size requirements, see the Calculating the Disk Size Required for Recordings section of the ContactStore documentation

© 2009 Avaya Inc. All rights reserved.7 Additional Considerations Sound Card – To replay calls from the ContactStore server itself, it must be equipped with a sound card and appropriate Windows drivers installed. However, this is not essential since replays can be performed from a browser on another computer. Local DVD+RW drive – To take advantage of the archive management, recordings can be automatically written to a DVD+RW drive. It is recommended to install the DVD+RW before you install the ContactStore software. A fully featured ContactStore system can be installed and used for 90 days from the creation of the first recording. After this time the system will stop taking recordings until a license is purchased and installed into the IP Office.

© 2009 Avaya Inc. All rights reserved.8 Checking Available Server Ports The ContactStore application installs as a service (IP Office ContactStore) listening on a server's port. By default it uses port It is important to check that port 8888 is not already in use by another application. To check which ports are already in use on the server, the command netstat -an >ports.txt can be used. IP Office Reserved Ports – 8089: Default port for IP Office Conference Center – 8080: Default port used by one-X Portal Port 8081 is the default port used by IIS for Sharepoint administration access

© 2009 Avaya Inc. All rights reserved.9 Installation Prerequisites Before installing ContactStore software make sure that you have completed the following pre-requisites: – Verify the license is valid in the Manager application configuration Preferred Edition + Advanced Edition License Preferred Edition + ContactStore License – Install the Voic Pro server application If ContactStore is to be installed on a separate machine from the Voic Pro server: – Check that the Voice Recording Library folder (by default c:\Program Files\Avaya\IP Office\Voic Pro\VM\VRL) on the Voic Pro server is visible as a network share from the ContactStore server. – Configure your security so that the ContactStore service can read and write to the share for that folder.

© 2009 Avaya Inc. All rights reserved.10 Installation Prerequisites - continued If ContactStore is to be installed on a separate machine from the Voic Pro server: – Create and set a registry key on the ContactStore server to tell ContactStore the location of the share. Set the key HKEY_LOCAL_MACHINE\SOFTWARE\Network Alchemy\Voic \Directories\VRLDir to be a string containing the name of the share.

© 2009 Avaya Inc. All rights reserved.11 Installing the ContactStore software Use Windows Explorer to access the ContactStore folder and double-click setup.exe to start the program Select the installation language and Click OK The Welcome to the InstallShield Wizard for ContactStore window opens, Click Next The Choose Destination Location window opens, Click Next The Installation will take a few minutes. When the software has been installed the InstallShield Wizard Complete window opens. The PostgreSQL will be installed automatically Click Finish To complete the installation reboot the server

© 2009 Avaya Inc. All rights reserved.12 Configuring the web browser The Search and Replay page downloads an ActiveX control, which it uses to decompress the audio for replay. Internet Explorer (IE) determines rights by putting web servers into zones and then granting those zones specific rights. To access and use the page, the zone needs the following rights: – Run ActiveX controls and plug-ins. – Script ActiveX controls marked safe for scripting. – ActiveX Scripting. – Download signed ActiveX controls. – On Windows Vista you must also clear the Enable Protected Mode checkbox

© 2009 Avaya Inc. All rights reserved.13 ContactStore Initial Configuration Type in the following URL in the web browser: :8888 Enter a user name with a blank password. As the first user to log in, this user name will become the administrator for ContactStore. Leave the Old Password field blank. Enter a New Password and enter it again in the Verify New Password box

© 2009 Avaya Inc. All rights reserved.14 ContactStore Initial Configuration - continued Select the option Server on the left-hand panel. The key setting that must be configured is the Call storage path. Set this to the location in which you want ContactStore to store recordings. Ideally this should be a dedicated partition. D:\calls

© 2009 Avaya Inc. All rights reserved.15 Server Settings

© 2009 Avaya Inc. All rights reserved.16 Alarms and Events

© 2009 Avaya Inc. All rights reserved.17 System Overview

© 2009 Avaya Inc. All rights reserved.18 Audit Trail

© 2009 Avaya Inc. All rights reserved.19 User Security User accounts can be added, modified or deleted from the User Security page.

© 2009 Avaya Inc. All rights reserved.20 Creating a New Account There are three roles that can be assigned to a user, System Admin, Restricted Admin and Replay Only Users may be permitted to export and recordings Users can be restricted to replaying recordings for a specific extension or a group of extensions as required

© 2009 Avaya Inc. All rights reserved.21 Voic Pro System Preferences Call Recording Warning: In many locations, it is a local or national requirement to warn those involved in a call being recorded. Voic Pro does this with the Play Advice on Call Recording option which can be diabled. The call recording duration is configurable with a maximum limit of one hour (e.g seconds).

© 2009 Avaya Inc. All rights reserved.22 Manual Call Recording When a User is configured for Manual Recording, there are several options for initiating the recording: – Using a CTI application such as Phone Manager, Soft Console or one-X Portal – Programming a DSS button to use the Call Record feature – Using a Short Code

© 2009 Avaya Inc. All rights reserved.23 Automatic Call Recording The IP Office system can be configured to automatically record calls based on the user, hunt group, incoming call route or account code. Options for automatic recording are: – None: do not record – On: record all calls if possible – Mandatory: record all calls, if not possible, return busy to the caller – % of calls: record calls at intervals matching the set percentage, for example 50% for every other call

© 2009 Avaya Inc. All rights reserved.24 Automatic Recording Considerations When individual calls match several recording criteria, the following applies: – If the destinations for the recordings are different, separate recordings occur. – If the destinations for the recordings are the same, a single recording is made using either the incoming call route, hunt group or user duration in that order or priority. Multiple recordings of the same call use multiple voic channels. Time profiles can be used to control when automatic call recording is used. A mandatory setting can be used to return a busy tone when call recording is triggered but no voic ports are available.

© 2009 Avaya Inc. All rights reserved.25 Search and Replay Page Features Personal security restrictions. The restrictions are applied as you log into the web server. Criteria-based searches. Use the Search filter fields to perform specific searches. Calls matching your requested search appear in the right-hand pane. Replay controls. Use the replay controls to start, stop, pause, skip forward, skip backward, or to export the recording to a readily playable.wav file. Audio waveform display. The waveform presents a graphic representation of the audio content of the call. Use the waveform to avoid replaying static or silences, and to move easily to specific portions of a call.

© 2009 Avaya Inc. All rights reserved.26 Playing a Call Click the radio button to the left of the call you want to play Click on the audio waveform to play the recording Users who have May export recordings as files? enabled can use the Save as … and as … options