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VoiceGate’s Intelligent LineTap

MANUFACTURED BY: VoiceGate Corporation 550 Alden Road, Unit 112 Markham, Ontario Canada L3R 6A8 Technical Support: Phone:(800) 250-2929

LineTap Administrator’s Guide

Release 2.1 Version 1.35 January 2005 2

VOICEGATE INTELLIGENT

LINETAP FOR WINDOWS OS

SYSTEM ADMINISTRATOR'S GUIDE

SOFTWARE RELEASE 1.35 ________________________________________________________________________ MANUFACTURED BY: VoiceGate Corporation 550 Alden Road, Unit 112 Markham, Ontario Canada L3R 6A8

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Table of Contents Product Overview 4

Extension-Tap Configuration 6

Wiring Port Configuration User Setup Available Integrations Trunk-Tap Configuration 16

Wiring Port Configuration User Setup System Administration 25 Logging On/Off Passcode Security System Setup Event Log Error Log CL Client Interface 31 Client Setup Client Administration One-Touch Recording

Playback Recordings Update Records

Generate Reports E-Mail Recordings Screen Capture Send Message Service Observe (Live Monitor) Feature Administration 50 Recording Calls Generating Reports Playback Recorded Calls

Update Records Copy To Live Monitor QOS Portal Remote Administration Feature List Backup/Restore Procedures 62 Technical Specifications 67 FAQ’s 69


SECTION 1

Product Overview



THE VOICEGATE INTELLIGENT LINE-TAP

The VoiceGate Intelligent LineTap allows individual users the ability to record any and all conversations whether it is an incoming call from a customer, an outgoing call or a conference call with the Sales team. The LineTap system also displays and logs Caller ID, generated DTMF tones, Time and Date, Call Type and Message Type of each call and can be set up to record conversations for phone system extensions or Trunk Lines including T1 and E1. The VoiceGate Intelligent LineTap offers the following standardized features:

Automatic or Manual Recording of Trunk Lines and Station-to-Station calls. Desktop client interface for networked users.

Real-time call monitoring.

Play back recorded conversations.

User defined Call Record reports.

Add Names and Comments to flag recorded calls.

Screen Capture/Text Messaging capability.

Grant unique administrative privileges to each user.



SECTION 2

Extension-Tap Configuration



Extension-Tap Configuration (For Digital or Analog Extensions)

The following sections describe the required programming for Extension-Tap call recording:

Wiring Port Configuration User Setup Available Integrations

Wiring

Each telephone system port/extension that requires call recording functionality must be connected in parallel with the VoiceGate LineTap system.

Use the first pair WhiteBlue/BlueWhite off the VoiceGate supplied 25 pair cable for your first extension to be tapped, followed by WhiteOrange/OrangeWhite and so on. Do not skip any pairs. *For Mitel SX 2000, Avaya Index or Siemens IBM Rolm 9751 CBX integrations a RTS connector is supplied to connect the PBX extensions to the LineTap Server.



Port Configuration

Once the extension has been wired, it must be added and configured using the Port

Configuration section. From the Option menu select Port Configuration or click on the Port Configuration icon .

Double click the Ln field in the Port Configuration window to Add a new or Update an existing port.



Port Configuration The Update Port Configuration window below is used to add or modify extension(s) for recording functionality.

Add the physical extension number.

Enter the First and Last name of the individual who the extension belongs to.

Enter the manual Start and Stop Record Code if the Record By Code option will be used.

Select the Day and Time Range each extension will require recording capability.

Choose the amount of time the database will store and Save Records For. This option will

store call recordings for up to 12 months, then start to purge records on a First-In-First-Out basis.

Select Save Monitoring Record to save the call data records for users who are

programmed to use the Monitor Only record mode, the records will be stored for as long as the specified time period in the Save Records For field is set to. If this option is not selected, only the call data associated with a recorded message will be stored.




Port Configuration

Select a recording mode. Disabled: Does not allow the recording of calls within the specified day and time. Auto Record: Records all calls made or accepted by this port/extension during the selected day and time. Monitor Only: Logs Call Data such as Caller ID, DTMF tones generated, Date, Time and Duration of call. Monitor Only allows the user of the LineTap Client Interface program to manually initiate the recording.

Record By Code: The manual Record By Code is used to start and stop the recording process during an active call. The end user will manually input the Start and/or Stop Record Code any time during the call.

Input an optional Agent ID. Up to three agents can be configured to record during specified hours and recording modes.


User Setup Each extension or port added via the Port Configuration setup also requires the owner of that extension to be added as a user if he/she requires CL Client connectivity or access to the LineTap server. The following describes how to add that user and the administrative options available.

To add a user, click on the User Setup icon or select User Setup from the Option menu.

Click on the Add User icon from the User Setup screen to add a user or Right-Click and

existing user to update their settings.



User Setup

The New User or Update User screen is used to add or update user information and administrative options regarding the extension/port configuration.

First Name, of the user to which this extension belongs. Last Name, of the user to which this extension belongs. Title, the job title of the added user. E-Mail Address, enter an e-mail address if you wish to utilize the Receive By E-Mail

option. User ID, is the same as the extension/port configured in the Port Configuration section. Passcode, the Passcode must be in a numerical format (0-9). The Ranking feature works in conjunction with the Remote Administration option,

where a user may utilize the QOS Remote Administration feature to monitor real-time conversations, screen capture user desktops and/or generate a report for users with a lower ranking.

Select Options the user will have access to when logging on to the LineTap server.




User Setup The Options area is used to specify what administrative functions and Client features the added user will have access to when logging on to the LineTap server or connecting via the client interface. Call Information: Delete All Records: Permits the user to delete call records associated with all added users. Delete Own Records: Allows the user to only delete his or her own call records. Listen To All Messages: This option authorizes this user to listen to all recorded messages. Listen To Own Messages: Restricts the users access to his or her own recorded messages. View Call Reports: Gives the user rights to view all other users call reports. View Own Reports: The user can only view reports associated with his or her own extension. Log Files: Clear Error Log: Permits the user to view and remove all registered errors from the systems Error Log. Clear Event Log: Allows the user to view and delete all recorded events from the systems Event Log. View Error Log: Gives the user viewing rights to the Error Log. View Event Log: Grants the user viewing privileges to the Event Log.

Setup: Port Configuration: Assigns the user access to the Port Configuration section. System Information: Allows the user to view system related information. System Setup: Permits the user to view and change values in the System Setup section. User Setup: This option authorizes the user to view, add or modify all added user settings.



User Setup

User Setup: The following will only be available if the User Setup option in the Setup section has been selected: Add User: Allows the user to add new users. Delete User: Grants the user permission to delete any and all users.

Update User: Permits the user to update existing users. Change Passcode: Authorizes the user to change his or her own passcode. Live Monitor: Lets the user monitor real-time conversations from the LineTap controller audio channel using headphones or speakers. System Shut Down: Permits the user to shut down the VoiceGate Intelligent LineTap system. Receive Msgs By Email: Enables delivery of recorded messages to the address specified in the E-Mail field. Remote Administration: Allows the user to monitor and generate reports for all extension/ports with a lower ranking.



Available Integrations The following is a list of the supported PBX integrations for digital extension recording:

Alcatel; 4200, OmniPCX 4400, ACD System. Avaya; Definity 2/4wire, Magix MLX phones. Bosch; Integral. Comdial; Impact. Ericsson; Business Phone Elu25/28, MD110. Fujitsu; F9600. Intecom; E-2wire. Inter-tel; AXXESS KTS (Vision). ISDN BRI; 5ESS, Definity, DMS-100, Euro-ISDN,INS64, NI-1. NEC; Electra Elite, NEAX 1000/2000, NEAX 2400 IMS, PRO. Nitsuko(NEC); I-Series. Nortel; DMS-100, Matra, Meridian-1, Norstar, SL100. Phillips; IS3010. Rockwell; Spectrum. Samsung; DCS-828. Siemens; Hicom 100E/150E/300E, HiPath 3750. Telrad; IS-2wire.

Extension-Tap integrations are phone type specific, please contact VoiceGate for a phone type compatibility list.


SECTION 3

Trunk-Tap Integration



Trunk-Tap Installation The following sections describe the required programming for Trunk-Tap call recording:

Wiring Port Configuration User Setup Available Integrations

Wiring Each Trunk Line from the Central Office requiring call recording capability must be connected in parallel with the LineTap server and the phone system.

The Analog trunk connection requires the inner pair of the RJ-11 cord for the first CO Line and the outer pair for the second CO Line to be tapped. Each port on the VoiceGate Linetap uses a 2:1 CO Line to Port ratio. *For T1/E1 integrations CO Lines will be connected to the PBX and LineTap Server via the VoiceGate supplied RJ-45 Modular Splitter.



Port Configuration

The following explains how to configure and enable the connected Trunk Line as an active call recording port. Each Trunk Line requiring LineTap connectivity must be added to the Port Configuration section.

Select Port Configuration from the option menu, or click the Port Configuration icon on the toolbar.

To add, delete or update a port’s settings, simply double-click the desired “Extension” field within the Port Configuration menu below.



Port Configuration The Update Port Configuration window below is where the Trunk Line(s) will be added or modified.

Add the last four digits of the Trunk Line in the extension number field.

Enter a First and Last name that uniquely identifies the added Trunk Line.

Enter the manual Start and Stop Record Code if the Record By Code option will be used.

Select the Day and Time Range each Trunk Line will require recording capability.

Choose the amount of time the database will store and Save Records For, this option will store call recordings for up to 12 months, then start to purge records on a First-In-First-Out basis.

Select Save Monitoring Record to save the call data records for Trunks that are

programmed to use the Monitor Only record mode, the records will be stored for as long as the specified time period in the Save Records For field. If this option is not selected, only the call data associated with a recorded message will be stored.




Port Configuration

Select one of the following Recording Modes:

Disabled: Does not allow the recording of calls within the specified day and time. Auto Record: Records all calls made or accepted by this Trunk Line during the selected day and time. Monitor Only: Logs Call Data such as Caller ID, DTMF tones generated, Date, Time and Duration of call.

Record By Code: The manual Record By Code is used to start and stop the recording process during an active call. The end user will manually input the Start and/or Stop Record Code any time during the call.

Input an optional Agent ID. Up to three agents can be configured to record during

specified hours and recording modes.


User Setup

Trunk-Tap integration does not require a user to be added for each Trunk Line configured for call recording. The User Setup section is primarily used for administrative functions, such as, reviewing recorded messages, generating call record reports and system configuration. A user must also be added for each individual that will be using the Client Desktop Interface.

Select User Setup from the Option menu to display the User Setup section.

Click on the Add User icon to add a new user, or right-click an existing user to delete or update user settings.

The User Setup screen lists all users that have been added and the time and date a specific user had logged on and logged off.



User Setup The New User screen is used to input or update information and administrative user options.

The Options area is used to specify what administrative functions and Client features the added user will have access to when logging on to the LineTap server or connecting via the client interface.




User Setup

Call Information: Delete All Records: Permits the user to delete call records associated with all added users. Delete Own Records: Allows the user to only delete his or her own call records. Listen To All Messages: This option authorizes this user to listen to all recorded messages. Listen To Own Messages: Restricts the users access to his or her own recorded messages. View Call Reports: Gives the user rights to view all other users call reports. View Own Reports: The user can only view reports associated with his or her own extension.

Log Files: Clear Error Log: Permits the user to view and remove all registered errors from the systems Error Log. Clear Event Log: Allows the user to view and delete all recorded events from the systems Event Log. View Error Log: Gives the user viewing rights to the Error Log. View Event Log: Grants the user viewing privileges to the Event Log.

Setup: Port Configuration: Assigns the user access to the Port Configuration section. System Information: Allows the user to view system related information. System Setup: Permits the user to view and change values in the System Setup section. User Setup: This option authorizes the user to view, add or modify all added user settings.



User Setup

User Setup:

The following will only be available if the User Setup option in the Setup section has been selected: Add User: Allows the user to add new users. Delete User: Grants the user permission to delete any and all users.

Update User: Permits the user to update existing users. Change Passcode: Authorizes the user to change his or her own passcode. Live Monitor: Lets the user monitor real-time conversations from the LineTap controller audio channel using headphones or speakers. System Shut Down: Permits the user to shut down the VoiceGate LineTap system. Receive Msgs By Email: Enables delivery of recorded messages to the address specified in the E-Mail field. Remote Administration: Allows the user to monitor and generate reports for all extension/ports that have been configured for LineTap operations. Available Integrations

Loop Start Lines T1/E1


SECTION 4

System Administration



SYSTEM ADMINISTRATION

The following lists functions restricted to the LineTap Administrator:

Logging On. Passcode Security. System Setup. Event Log. Error Log.

Logging On

Log on as the system administrator by clicking on the Logon icon , or select Logon from the File menu option, and enter the default administrator’s ID “admin” and passcode “*99*99”.

Passcode Security The System Administrator Passcode can be changed from the User Setup programming

screen.

Once the System Passcode is changed, it cannot be reset to its default value. An Administrative fee will be charged to recover the System Passcode if it has been changed and / or forgotten.



Passcode Security

Changing an added user’s passcode is done via the update user section.

System Setup The System Setup enables the Administrator to set the LineTap system parameters associated with processing and initiating call recordings.

Select System Setup from the Option menu.

System Setup settings should not be changed, unless directed to do so by a qualified VoiceGate engineer.



System Setup

Start Recording By: Loop On (recording will start when a connection has been established between the two parties). Voice Detection (the LineTap system will remove any dead-air-silence at the beginning of the recording).

Stop Recording By: Input the maximum amount of time a call can be recorded or the

amount of detected silence before the recording is terminated, both values are specified in minutes.

Enable Alert Tone: Select the Enable Alert Tone option to sound a recording beep

during the recording of a call.

Alert Tone Interval: Select the amount of time in seconds the alert tone will repeat during a recording session.

Input Gain: Increase or decrease the volume of recorded calls by adjusting the Input

Gain.

Port: Input the dedicated networking port that will be used to integrate and connect workstations and the LineTap Client interface with the LineTap server.



Event Log The Call Logging system creates a log detailing user and administrative activity by Date and Time.

To view the Event Log, logon with your User ID and Passcode.

Click on the Event Log icon or select Event Log from the View option.

Only users with the Event Log option enabled have access to system events.



Error Log The Error Log will display LineTap system errors associated with hardware or use of the hardware to archive or randomly access records. The following are errors that may be displayed by the Error Log and their meaning:

“error in opening channels”, unable to start the recording or monitoring sequence on the specified ports.

“disk full”, the hard drive has reached its storage capacity.

“hardware failure”, the LineTap controller has malfunctioned.

“system is at capacity”, the maximum allowed user’s have been added.



SECTION 5

Client Software Setup



Client Software Setup

VoiceGate offers a Client Desktop Interface that allows users to manually select, which conversations they wish to record, tag the call record with a comment, playback recorded conversations, e-mail recordings, generate call record reports and screen capture other client users.

The following lists the features and functionality that the desktop interface offers:

Client Install/Uninstall Client Administration One Touch Recording Update Recorded Calls Generate Call Record Reports E-Mail Recordings Playback Recorded Conversations Screen Capture/ Send Message Service Observe (Live Monitor) Compatible with Windows 95, 98, NT(SP6A), 2000PRO, XP, ME.

CL Client Setup CL Client connectivity requirements:

A user must first be added to the LineTap server in order to establish CL Client connectivity.

The LineTap Server must be configured as part of the Local Area Network with a static IP Address.

The workstation that will have to CL Client program installed must also be part of the Local Area Network.

The user account used to logon to the workstation in question must have Administrative rights.



The LineTap Client is installed using the VoiceGate LineTap CD, which automatically starts the setup process. *The user associated with the Client setup must be added via the User Setup section on the LineTap server prior to installing the desktop utility. CL Client Setup The following install steps are shown to help you with a quick and proper client setup:

Insert the LineTap setup CD into the CD-ROM drive and choose the CL Client setup option.

The Setup screen below will appear momentarily instructing you to wait while the setup begins.

The Welcome screen will advise you to shut down any programs that may be running.

Click Next.



CL Client Setup

Read the Software License Agreement and click “yes” to accept.



Client Setup

Select “Next” to install the Client software into the default Destination Folder.

Select “Next” to accept the addition of a program icon in the Program Folder.



Client Setup The process of copying the Client files to the hard drive is started and can only be interrupted via the “Cancel” button, which will stop and exit the installation.

Once the copying of files is complete the setup process will ask you to restart the system, this is recommended to ensure that the setup has completed successfully.

Uninstall CL Client The following steps are to be taken to completely uninstall the CL Client progam:

Shutdown the program by right clicking the CL Client icon on the system tray and selecting “Close CLClient”.

From Add/Remove Programs in the Control Panel remove the CL Client program. The workstation may need to be rebooted.

Delete the CLClient folder and all of its contents from the Local Disk (C:).



Client Administration The following describes how the Client user will administer the desktop interface:

Configuration\Connection. Logon. Passcode Security.

Configure\Connection Once the Client software has been loaded and started, the Administrator or user must configure the desktop interface. The following illustrates how to configure the Client desktop interface to establish a connection with the LineTap Server. The screen shot below shows the Client interface as it would look prior to configuring a connection.

Notice the Connect icon is still active, therefore a connection to the LineTap Server has not been established. *The user associated with the Client interface must be added via the User Setup section on the LineTap server prior to configuring the desktop utility.



Configure\Connection

To make a connection to the LineTap Server click on the Configuration icon and input the following criteria: Extension: input the ID of the user that has been added to the LineTap Server. Port: input the dedicated network port that will be used for connectivity. IP Address: input the static IP Address of the LineTap Server. Auto Record: select this option if you wish to have all calls recorded automatically. Screen Pop: select this option if you require the Client interface to be displayed on the desktop every time a call is answered or initiated.

After saving the configuration changes, exit and restart the Client program. Notice that the Logon icon is now active, which means the Client interface has established a connection with LineTap Server.



Logon To logon to the Client interface do the following:

Click on the logon icon located on the toolbar.

Enter the Extension and Passcode that corresponds to the user added via User Setup on the LineTap Server.

The user now is logged on and the Client interface has established a connection to the LineTap Server. The screen shot below illustrates the Client interface in a logged on state.

If the “Remote Administration” option is selected within the user’s options, the screen below will also be displayed once the user logs on. This section shows all physically installed extensions\lines, which have been added as ports on the LineTap Server, and the current or last call processed by each port. A user can only Monitor and/or Screen Capture a user with a lower rank, see User Setup for more information on the Ranking system.



Passcode Security The System Administrator specifies the Client user’s passcode in the User Setup section on the LineTap Server. To change the passcode perform the following:

Logon to the Client interface.

Click on the Change Passcode icon.

Enter the New Passcode twice to confirm.

Remember to Save the changes. If permission is denied, the user must have the System Administrator enable the Change Passcode option within this user’s settings.

The System Administrator from the User Setup section on the LineTap Server may also change a user’s Client interface passcode.



One Touch Recording

The Call Logging Client Interface allows the user to record conversations via the Record button on the toolbar. This method does not require any type of manual code to be entered using the dial-pad, therefore eliminating any of the intrusive DTMF tones that can be heard by both parties.

The One-Touch recording can be accessed only if the Monitor Only recording option is selected within the Port Configuration setup on the LineTap Server. Update Recorded Calls A Call Record may be tagged with a comment via the Update Call Record screen. Adding a comment to a call record allows for detailed reports specific to a Name and/or Comment tag.

Select the Call Record you wish to update, right-click and choose Update Record

Calls may be updated during or after the recording process.



Update Recorded Calls

Add a Name and Comment and save the changes, the Client screen should now display

the added Name and Comment to the call record.



Generate Call Record Reports

The Client reporting tool generates detailed reports for both the individual user and/or all active ports connected to the LineTap Server via the Remote Administration feature. Do the following to generate detailed call record reports:

Select the Local or Remote report option from the Report menu.

The Local report generates a report for the user/owner of the Client interface.

The Remote report will allow the user of this Client interface to generate call record

reports for all active LineTap users with a lower rank.

Enter the search criteria below and select Display report to view the results. Date Range: input the start and end date the system will use to search through the database. Time Range: specify the time of day call records should be displayed for. Call Type: select whether to search for Incoming, Outgoing or All record types. DTMF: search by DTMF tones generated during the active call record. Name/Comment: any call records that have been tagged can easily be viewed by entering any part of the added Name or Comment within their respective fields. Ext/Line: select the active ports you wish to view call records for.



E-Mail Recordings The LineTap Client interface allows users to send a copy of the recorded call to the E-Mail address specified within the User Setup section.

Right Click a completed call and select “Receive By E-Mail”. The recorded call will be sent and converted into wav format for easy playback. Each recorded call may also be automatically e-mailed to the specified e-mail address if the “Receive Msgs By E-mail” option is selected in the User Setup section.

If the “Receive Msgs By Email” is not selected the user must manually send the desired call records, as shown above.



Playback Recorded Conversations To playback a recorded conversation from the Client interface, a Local or Remote report must be generated.

Generate a Local or Remote report.

Right-Click a record and select “Play Message”



Screen Capture The Screen Capture feature is available to all Desktop Client users who have been given Remote Administrative rights within their user options via the User Setup section on the LineTap Server. Desktop Client users can capture screen images of client users who have been given a lower ranking within the User Setup section on the LineTap Server.

Logon to your Client interface.

Right-Click on one of the listed users and select “Screen Capture”.

The Ranking system is Department dependant. Users who belong to the Sales department can only Screen Capture other users who belong to the Sales Department with a lower ranking. Departments are specified within the User Setup section. If the Department field is left blank all users whose Department field is left blank will theoretically belong to the same department.



Send Message The Send Message feature will allow a CL Client user to send and receive text messages to one or more other CL Client users.

Click the Send Message icon on the toolbar or select Send Message from the Options menu.

From the Message Window enter your text message in the Compose box and click the Send To icon and choose which CL Client users will receive your message.

To send your message to all users, use the Shift key on your keyboard along with the left

mouse button to highlight all users.

To select more than one but not all users, use the Ctrl key on your keyboard along with the left mouse button to highlight the desired users.



Send Message

To reply to a message sent to you by another CL Client user enter the text in the Compose box and click on the Reply To icon.



Service Observe (Live Monitor) The Service Observe feature permits CL Client users to live monitor the real-time conversations of other CL Client users. Users can only live monitor users with a lower rank, specified in the User Setup section.

Logon to the CL Client interface with a username and password.

All CL Client users with a lower rank will be displayed in the lower half of the Client Screen.

Select a user who’s status indicates “Recording”, right-click and select “Start Live

Monitor”.


To stop live monitoring, right-click and select “End Live Monitor”.


SECTION 6

Feature Administration



Feature Administration

The following will detail available features for the Intelligent LineTap:

Recording Calls Generating Reports Playback of Recorded Calls Update Records Copy To… Live Monitor QOS Portal\Remote Administration Feature List

Recording Calls Once a call is either answered or initiated the recording feature will be dependant on which Mode is specified in the Port Configuration section.

Record By Code: The recording process is initiated with the pre-defined code, for Station-Side recording, the code may be entered once the extension goes off-hook, with a Trunk-Tap integration, the code must be entered after a line is selected for an outgoing call or answering an incoming call.

A call in session can be halted using the Stop Record Code.



Auto Record: The call is instantaneously recorded without user intervention once the extension goes off-hook or a trunk line is selected.

Monitor Only: This mode will log all call data including caller id and generated DTMF but will not record conversations unless it is used in conjunction with the Client GUI.

Disable: Does not record during the specified date and time range.



Generate Reports The Report section allows users to view detailed listings of all calls made or accepted by the configured call recording ports. Several search options enable the user to fine-tune their search to a specific Extension or Trunk, Time and Date, Call Type, Display status and DTMF string.

Select the Report option in the View menu or click on the Report icon on the toolbar.

The above Report screen allows you to enter search criteria using the following fields: Date Range: input the start and end date the system will use to search through the database. Time Range: specify the time of day call records should be displayed for. Call Type: select whether to search for Incoming, Outgoing or All record types. DTMF: search by DTMF tones generated during the active call record. Message: display records with New messages, Old messages or All messages. Display: search for records, which possess the display information (Caller ID/Name) that is usually seen on a digital sets LCD when an incoming call is answered. Records: select whether to search for records with recorded messages or records that only contain call data. Name/Comment: records that have been previously updated can be viewed by entering any part of the added Name or Comment within their respective fields. Ext/Line: select which Extension or Trunk Line you wish to view records for.



Generate Reports

When all required and optional data has been selected, click on the Display icon or select Display from the File menu to view the results.



Playback Recorded Calls

Recorded conversations may be reviewed from the Report section, right-clicking the desired call record from the listed report and selecting Play will start the default Windows media player which uses the on-board sound card for playback.

Right-click a listed record field that has a Message associated with it and select Play.



Update Records The Update Record feature is used to add a Name and Comment to a call record. This will allow for future searches to include the Name and Comment fields. From the Report screen do the following:

Input search criteria.

Select the desired Extension/Line to produce call records for.

Click the “Display” icon.

Right click the call record you wish to update.

Click “Update” to open the Update Record screen.



Update Records To tag a record with a name and comment from the Update Record screen, simply follow these steps.

Enter a Name and/or Comment.

Save your changes.

The Name and Comment fields are the only values that can be modified within the Update Record screen.



Copy To The Copy To feature allows you to save a recorded message to the local hard drive or accessible network drive on the LineTap server.

Right-click a record from a generated report. Select “Copy To”. Choose a location to save the recorded message.

*The filename extension must be changed from spc to wav in order to playback the recording. Live Monitor The LineTap recorder allows for real-time monitoring of conversations via a headset or speakers connected to the LineTap controller card on the LineTap Server. The Administrator’s account has full access to this feature although other users must have the Monitor option selected in their User settings to gain admittance to the monitoring feature.

Connect a headset or speakers to the audio output of the LineTap controller card.

Logon as the administrator or as a user that has monitoring rights.

Right-click on an active port that is recording a call and select “Monitor from audio channel”.

The real-time conversation should now be available for monitoring purposes.



Quality Of Service

The LineTap recorder’s QOS portal offers a discrete monitoring tool, which enables one or more supervisor’s access to conversations between their agents and customers. Calls may be monitored for Quality Assurance from any on-site or off-site location using the dedicated analog extension(s) connected to the LineTap QOS controller card. The QOS monitoring portal is only available for Digital LineTap integrations at this time, please contact a VoiceGate sales representative for an integration portfolio.

The following flow-chart illustrates how a user’s calls would be monitored by another user via the QOS portal.

Connect a dedicated analog extension to the QOS portal controller card. This extension represents the pipeline that will link a supervisor with a real-time conversation.


1

2

3

4

5

6

2: The Analog Extension connects to the LineTap controller card.

3:The QOS portal will answer and prompt you for a User ID and Passcode. 4: After logging onto the LineTap system as a Remote user, the system will prompt you to select an extension to monitor.

6: The Remote Administrator may press 1 to Record the call anytime during the Monitoring process.

5: The Remote Administrator now will be able to monitor the selected extension.

1: Remote user calling in on Trunk Line and transferring to the dedicated analog extension connected to the LineTap Server.


Remote Administration The Remote Administration feature allows users of the Client desktop interface to monitor other users calling patterns generate call record reports and capture a screen image for these other Client users.

This feature must be selected in the User Setup Options section.

The Remote Administration feature uses the Ranking setting to establish a hierarchy order of users. Users who are given a higher ranking are able to monitor users with a lower ranking.

The highest Ranking is 5, the lowest is 1. * The QOS Portal also uses the Ranking feature to decipher which users are capable of monitoring the conversations of others. Every LineTap recorder is configured with Symantec’s PC Anywhere Host software package, which can be accessed via the internal 56K Fax/Modem or the Network Identification Card (NIC), allowing System Administrators remote programming capability and control.




Feature List Analog Extension Tapping Analog Trunk Tapping Archive to Media Archive to Server Archived Monitoring Records Auto Record Automated E-mail Notification Automatic Recording Bookmark Recordings Call Data Capture Caller ID Capture Definable Administrative Permissions Definable User Permissions Digital Extension Tapping DTMF Capture Error Log Event Log Hardware Reliability Live Monitoring * Available on Analog Integrations. Manual E-mail Notification Network Client Interface Network Ready One-Touch Record Passive Monitoring Permission Based Programming Playback of Archived Recordings * Available from LineTap Server. QOS Monitoring Real Time Display/Recording Record Alert Tone * Available on analog integrations. Record By Code Record On Loop Connection Record On Voice Detection Remote Administration Remote Monitoring Scheduled Recording Options Screen Pop Capability Simple System Programming Stores Monitoring Records System Password Protection T1 Trunk Tapping User Definable Reports User Password Protection User Ranking System Volume Control


SECTION 7

Backup/Restore Procedures




Back-Up LineTap Folder/Files with BackUp MyPC The following document has been produced using Backup MyPC ver. 4.85 and are the recommended steps for a full backup, and restore procedures. Newer or older releases of Backup MyPC may require additional procedural steps to accomplish the following tasks. *BackUp MyPC “open file” limitation requires the LineTap application not to be running if a complete data backup is to be accomplished. System and record data files are continuously being modified and therefore will not be included in any backup job unless the LineTap application is shutdown. System and record data files are required to efficiently search for recorded conversations once such backup has been restored. For example: producing a backup of recorded messages alone will not allow you to generate a report after restoring the files, and therefore searching for a specific recording is impossible unless the associated system and record files have been included during the initial backup. Please Contact VoiceGate Corp. regarding this document or any other LineTap/backup questions. Full Backup of LineTap folder The LineTap folder “CallLog” contains all program files, system settings and recorded messages.

Double-click the BackUp MyPC icon on the desktop. Select “the Backup Wizard” from the “Create a new backup job using” window. Click OK. Select “Backup selected Files, Folders and Drives”. Click Next. Click on the + expand symbol next to the C: drive option. Click to enter a check mark in the box next to the CallLog folder. Click Next. Select the “All selected files” option. Click Next. Ensure that the “Where to backup” field has the Pioneer DVD drive highlighted. Click Next. Select “Compare original and backup files to verify data was successfully backed

up” and “Compress the backup data to save space”. Click Next. Select the “Now” option and Click Next. Type a name for this backup job and Click Start to begin the backup.

*During any backup procedure system resources and/or programs may cease to function until such backup procedure has completed.



Restore LineTap Backup The restore procedures listed below describe how to restore the LineTap backup to a different location for storage or playback purposes. To restore a previous backup to a new location

Click Start and choose Programs, Stomp, and Backup MyPC. Close any backup Wizard dialog windows. Choose the Restore tab just below the toolbar. Select the location to restore from in the “Restore from” field. Select the file(s) you want to restore in the “What to restore” window. Select Alternate Location in the “Where to restore” field. Enter the path to where you would like to restore, or click on the browse option. Locate the folder or drive you want to restore the backup to and click OK. It is

recommended that a folder named “CallLogBackup” be created on the local hard drive for this purpose.

Click Start to execute the restore procedure. Ensure that the proper media is inserted and selected in the Media Required dialog

window and click OK. *In order to produce a report of a restored backup for playback purposes the Backup Report Utility “CLRpt” must first be installed, please contact VoiceGate Corporation to receive a copy if not already installed.

LineTap Backup with Genie Backup Pro Manager

The following steps are to be used for a full backup of the CallLog folder:

From the Program folder select Genie Backup Pro Manager. Click OK on the Welcome Screen. From the Startup Page select the Backup option. Select to create a new backup job form the “Create or Modify a backup job” Enter a name for the backup job. The Backup Description field is not required. Click Next. Select the backup media type, CD/DVD for example. The Pioneer DVD drive should be highlighted in the media type drop down menu. Select “Use all available disk space”. Click Next. Select the “My Folders” tab. Expand the “Local Disk (C:)” Click to select the “CallLog” folder by placing a checkmark next to the folder name. This

will ensure the entire CallLog folder is backed up. Click Next. Click next to use the Backup Settings default values. Click Backup Now.



LineTap Scheduled Backup with Genie Backup Pro Manager

The following steps are to be used for a full Scheduled backup of the CallLog folder:

A backup job must first be created using the previous full backup document. From the Startup Page select Schedule Wizard. Select “Create New Schedule”. Select the backup job previously created. Click Next. Select how often to run the backup. Select the start time, Click Next Click Finish.

Restore a LineTap Backup with Genie Backup Pro Manager

The following steps are to be used to restore a previous backup of the CallLog folder:

Select “Restore” from the Startup Page. Click “Browse” to search for a backup file to restore. Click Next. Select the “My Folder” tab. Expand the c: drive. Select the CallLog folder by placing a checkmark in the box next to the folder name. Select the “Restore files to an Alternate location”. DO NOT RESTORE TO THE

ORIGINAL LOCATION. Use the Browse option to define a restore destination. It is recommended that a folder

named “CallLogBackup” be created on the local hard drive for this purpose. Click Next. Click Restore Now.

*In order to produce a report of a restored backup for playback purposes the Backup Report Utility “CLRpt” must first be installed, please contact VoiceGate Corporation to receive a copy if not already installed.



How to use the Backup Report Utility “CLRpt”

The CLRpt report utility is used to generate a report of call records that have been stored as a backup using Backup MyPC or Genie Backup Pro Manager. The backup file must first be restored to a folder other than its original location; we will create the “CallLogBackup” folder for this example. Once the backup file has been restored to the above location, follow the steps below:

Double-click the “CLRpt” icon on the desktop to start the utility. Login using the File option or the Login icon.

The default user name is “admin”. The default password is “*99*99”.

Select “Location” under the File menu option. Click on the browse option and locate the “CallLog” folder within the “CallLogBackup”

folder. Ensure that the entire path is in the “Location” field.

Click on the save icon and then close the Location window. Log off and shutdown the CLRpt utility. Double-click the “CLRpt” icon on the desktop to start the utility. Login using the File option or the Login icon.

The CLRpt utility should now display port/extension numbers and have the ability to generate a report using the data and configuration information stored within the CallLogBackup folder.


SECTION 8

Technical Specifications




TECHNICAL SPECIFICATIONS

The VoiceGate LineTap system comes standard with the following: Hardware:

Call Recording controllers by Ai-Logix

Intel Network ready motherboard with Celeron or P4 processor

IDE or SATA Hard Drive.

Internal AOpen 56Kb fax modem.

Up to 1 GB DDR memory.

CD-R/RW or DVD-R/RW drive.

Hot-swappable mobile racks

Keyboard, Mouse, Color Monitor Software:

VoiceGate’s LineTap application

Intel Express Software Suite

Windows 2000/XP Operating System

PC Anywhere Host Administration software

Backup My PC backup software. Optional:

Quality Assurance (QOS) Remote Monitoring Portal

Mirrored Raid using dual Seagate IDE/SATA hard drives

Rack-mount server platform


SECTION 8

Frequently Asked Questions




VoiceGate LineTap FAQ’s

How do I backup recorded conversations for playback at a later date?

The VoiceGate LineTap server may be configured with one of two backup solutions, BackUp MyPC or Genie-Soft Backup Manager. Please refer to the “How to Backup…” section of the LineTap manual.

What type of media can I archive recorded messages to?

Depending on your LineTap hardware and software configuration, backing up

recorded data may be stored on local drives, network drives or removable media (CD, DVD, Floppy).

How do I play back files that have been backed up?

The LineTap server implements the CLRpt module to playback recordings from a

restored backup. Please refer to the “Backup and Restore Procedures” section of the LineTap manual.

How can recordings be automatically purged from the LineTap server?

The LineTap server will start to delete recordings after the pre-programmed amount

of time (1-12 months) specified in the port settings. Please refer to the “Port Configuration” section of the LineTap manual.

Is there an alert tone that can be heard by both parties during a recoded call?

Alert tones are available on all analog integrations, enable the alert tone and set the

alert tone interval in the system settings. Please refer to the “System Administration” section of the LineTap manual.

Should customers and employees be made aware that their calls may be recorded?

Laws surrounding recording of conversations are different in every jurisdiction. It is

recommended that employers seek out legal counsel to advise as to laws pertaining to their jurisdiction. Companies often have an extension available for personal calls that is not tapped for recording purposes. To facilitate this VoiceGate has introduced the do not record feature where employees can submit to management a list of telephone numbers that the LineTap will recognize as a personal conversation and therefore not initiate the recording of such call.

How long can recordings be stored for?

Recordings will be stored within the LineTap database for a maximum on 12 months.

Please refer to the “Port configuration” section of the LineTap manual.



How does the LineTap server physically connect to the phone system or telephone lines?

The LineTap server uses either standard RJ-11 type telephone cords or a VoiceGate

supplied 25pair/Pigtail cable. Please refer to the “Wiring” section of the LineTap manual.

How can I listen in on a real time call involving an employee and customer?

There are two ways a call may be monitored, “Live Monitor” and “QOS Portal”.

Live Monitor involves connecting PC speakers or a headset into the audio jack located on or next to the recording interface controller and activating the feature from the LineTap line status screen. The QOS Portal is an optional hardware and software upgrade that allows a manager to remotely access the LineTap server and listen in on any real time conversations with the ability to save a copy of that conversations to a supervisors mail box.

What types of devices can be tapped for recording puposes?

The VoiceGate LineTap is capable of tapping Central Office telephone lines

(LoopStart, T1, E1) Digital/Analog PBX extensions and Radio Frequency Devices.

How many hours of storage are available on the LineTap server?

Storage hours are dependant on hard drive size. A 40GB hard drive will store up to 6,800 hours of recordings.

How long can a single recording be?

There is no time limit when recording a conversation as long as there is sufficient

storage space.

What is the difference between Analog/Digital and VOX integrations?

The primary difference is Analog/Digital integrations start to record immediately after the recording device has been engaged. The VOX integration will only start to record on voice or Radio Frequency detection and pause the recording if silence is detected for approximately 5 to 7 seconds. This pause detection may result in several individual recordings and/or call records associated with one particular conversation.

Is caller ID captured by the LineTap server?

The LineTap server will capture any and all information that is shown on a users

display set or passed by a Central Office telephone line. This call information can be viewed in real time within the Display field on the main LineTap screen.

How can I playback a recording from the LineTap server?

Recordings are played back from the Report screen on the LineTap server and/or

LineTap client. Please refer to the “Feature Administration” section of the LineTap manual.



Are DTMF tones captured by the LineTap server?

All DTMF tones generated by the called or calling party are captured and can be viewed in the DTMF section on the main LineTap screen.

Can analog and digital telephone sets be monitored at the same time?

The LineTap server is capable of tapping both an Analog connection such as a

Central Office telephone line and a Digital PBX extension. A hardware and software upgrade may be required for an existing system.

What type of call record information does the system collect?

The LineTap server displays and stores for reporting purposes the Call Type, Date,

Time and Duration of the call, the Caller ID, Display set information and any DTMF generated during the recording sequence.

Can the LineTap server be connected to our Local Area Network?

The LineTap server is equipped with an Ethernet card for LAN connectivity, up-to-

date Microsoft security patches and Antivirus software. Please refer to the “Technical Specifications” section of the LineTap manual.

Is there a help line I can call?

Please call (800) 250-2929 with any Technical Support inquires. For after hours

emergency support please say or dial extension 260 and leave a detailed message and a VoiceGate technician will return your call on a best efforts basis.

Can I send recorded messages as an attachment via email?

LineTap recordings may be automatically or manually sent via email as a wav file.

Please refer to the “Client Software Setup” section of the LineTap manual.

Can I save recorded messages to my local computer?

A recorded message may be copied to a different folder on the Linetap server by way of the “Copy To…” command within the Report section. Please refer to the “Feature Administration” section of the LineTap manual. In order to play the message the spc file extension must be changed to wav.

What happens if I switch phone systems?

LineTap servers are specifically configured with your current phone system type in

mind, so a software and/or hardware upgrade/replacement may be required.

Does a Raid configuration double your storage capacity?

The VoiceGate LineTap implements a Mirrored Raid Array with 100% data redundancy. In case of drive failure the secondary drive will continue to function normally and allow for uninterrupted system performance. The LineTap server views Mirrored Raids as a single hard drive with the capacity of a single hard drive.

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