Callrex Administrators Manual 3.7

CALLREXCALLRECORDINGADMINISTRATORSMANUAL
TableofContents
Introduction........................................................................................................................1
CallRexClientOverview.......................................................................................................1
CallRexLicenseOverview.........................................................................................................1
CallRexServicesWindowsServices...................................................................................2
GettingStarted....................................................................................................................3
Usage..................................................................................................................................9
Phone........................................................................................................................................9
Search.....................................................................................................................................17
Configure..........................................................................................................................24
Users.......................................................................................................................................24
Security...................................................................................................................................35
Phone......................................................................................................................................40
General...................................................................................................................................48
Services...................................................................................................................................54
TroubleshootingFAQ..............................................................................................................58
CallRexAutoUpdate.........................................................................................................59
CallRexHostConfiguration................................................................................................61
Miscellaneous...................................................................................................................62
DatabaseBackup....................................................................................................................62
ServerHibernation.................................................................................................................62
ManualConversionusingCracConv.......................................................................................63
AboutTelrex...........................................................................................................................65
CallRex Call Recording Administrators Manual
Introduction
CallRexCallRecordingisapacketbased,callrecordingandmonitoringsolution
designedforIPorIPenabledtelephonesystems.Thefollowingmaterialsdescribe
howtoinstalltheCallRexclient,aswellassettingupusersandpermissions.

IfyoualsopurchaseCallRexComputerRecordingtoenablecomputerandInternet
recordingandmonitoring,youalsoneedtodownloadtheCallRexComputer
RecordingUserGuide.

CallRexCallRecordingandCallRexComputerRecordingareseamlesslyintegrated
intooneproduct.IfyouwanttoevaluateCallRexComputerRecording,contactyour
resellerorTelrextoreceivethekeycodetounlocktheCallRexComputerRecording
addonfeatures.Youdonothavetoinstallanyadditionalsoftware.

IfyoudonothavetheCallRexComputerRecordingaddon,thefeaturesareeither
hiddenorgrayedout.
CallRexClientOverview
TheCallRexClienthastwoprimarysectionsUsageandConfigure.Eachsectionhas
anumberofsubsections.Themainsectionsandsubsectionsaredescribedindetailin
thisguide.
CallRexLicenseOverview
CallRexCallRecording3.7providestwotypesoflicenses:
Unlimited
OnDemand
Thelicenseoptionsprovidemoreflexibilityindecidingthemethodtorecordor
monitorphonecalls.Ifauserisassignedbothtypesoflicenses,thentheUnlimited
licensetakesprecedence.

UnlimitedLicenseThislicenseprovidestheoptiontorecordandmonitorausers
Tip:OnDemand phonecallsbyassigningthemtoanyrecordingprofile.Thislicensealsoallowsyouto
licensesareidealfor recordormonitorauseronanOnDemandbasisandisequivalenttoversion3.0s
executivesorother standardCallRexlicense.
professionalswho
wanttheabilityto OnDemandLicenseThislicenseprovidestheoptiontorecordormonitorauseron
recordtheircallson anOnDemandbasisonly.AnOnDemandlicenserequiresRecordtobeclicked
anadhocbasis. everytimeacallistoberecorded.AnUnlimitedlicenseallowsautomatictriggered
recordings.AllOnDemanduserscanrecordtheirowncallsbyclickingRecord.
Similarly,amanagercanremotelyrecordanyOnDemanduserscallbyselectingan
ongoingcallandclickingRecord.
1|Page
CallRexServicesWindowsServices
CallRexStatusServiceInterfaceswiththeCallRexSQLdatabaseandmanagesthe
otherCallRexServices.
CallRexRecordingServiceProcessesinboundvoicetrafficforeachuserand
generatesthe.RAWrecordingfiles.
CallRexCallControlServiceProcessescallcontrolinformationforcallerIDandcall
termination.
CallRexCallConversionServiceProcesses.RAWfilesfromtheRecordingservice
andconvertsthemto.WAVformat.
CallRexUpdaterServiceProcessesinboundclientloginstocheckclientsforneeded
updatesandpushesoutupdatesasneeded.
Example:

NOTE:TheStatusservicemustbestoppedlastandstartedfirst.

2|Page
GettingStarted
Note:Ifyouhave IfyouhavenotinstalledCallRexCallRecordingsoftwareyet,youcanfindthe
notinstalled installationinstructionsintheCallRexCallRecordingInstallationGuide.
CallRexCall
Recordingyet,you Tostartrecordingormonitoringphonecalls,followthesesteps.
canfindthe
Step1StarttheCallRexClient
installation
instructionsinthe AfterinstallingtheCallRexServerandClient,youcanstarttheCallRexClientandstart
CallRexInstallation recordingandmonitoringphoneusage.
Configuration
Manual.
TostarttheCallRexClient
1. ClickStart>ProgramFiles>CallRex>CallRexClient.TheCallRexLogindialogbox
opens.
Note:Ifyoudonot
havethe
administrators
usernameand 2. EntertheadministratorsusernameintheUsernamefield.
passwordforyour
3. EnterthepasswordinthePasswordfield.
CallRexsoftware,
contacttheTelrex 4. SelecttheservernameortheIPaddressoftheserverfromtheServerlist.
TechnicalSupport 5. ClickLogin.
teamfor
assistance. Step2SelectthePBXSystem
YoumustspecifythetypeofPBXsystemthatyouareusingsothattheCallRexCall
Recordingcanrecognizethepacketstructure.YoumustsetthePBXtypeinboththe
CallControlandtheCallRecordingservices.Formoreinformation,refertothe
Servicessectionofthisdocument.

3|Page
ToselectthePBXtype
1. SelectConfigure>Servicesinthenavigationpane.

2. SelecttheCallControlserviceandclickEdit.TheEditServicedialogboxopens.

3. SelectthenameofthePBXtypefromthePBXTypelist.
4. EntertheIPaddressofthePBXinthePBXIPAddressfield.Thisfieldisactiveonly
ClickSave.
5. SelecttheCallRecordingserviceandclickEdit.Repeatsteps3,4and5.
6. SelectCallControlServiceandConversionserviceinthedropdownMenusunder
AssociatedServices.
4|Page
Step3AddNewUser
Torecordormonitoratelephonecall,firstyouneedtoaddtheuserwithrelevant
userinformation.Youcaneitheraddnewusersmanuallyorbyimportinga.CSVfile.
Formoreinformation,refertotheAddingNewUserssectionofthisdocument.
Toaddanewuser
1. SelectConfigure>Usersinthenavigationpane.TheleftpanedisplaysaUsers
list.
5|Page
2. ClickAdd.TheUserInfodialogboxopens.

3. EnterthefirstnameoftheuserintheFirstNamefield.Thisisamandatoryfield.
4. EnterthelastnameoftheuserintheLastNamefield.Thisisamandatoryfield.
5. EntertheextensionnumberoftheuserintheExtfield.Thisisamandatoryfield.
Note:TheExtfield
needstohaveat 6. EntertheagentIDintheAgentIDfield.
leastonenumeric
7. EnterthedepartmentnameintheDeptfield.
valueifthePBX
typeisMicrosoft 8. EntertheusernamefortheuserintheUsernamefield.Thisisamandatoryfield.
OCS2007. 9. EnterthepasswordfortheuserinthePasswordfield.Thisisamandatoryfield.
10. EntertheIPaddressoftheuserstelephoneinthePhoneIPAddressfield.
11. EntertheextensionnumberintheOtherextensionsassignedtophonefieldif
multipleextensionsareassignedtothephone.
12. SelecttheIPaddressoftherecordingservicefromtheRecordingServicelist.
13. EntertheSessionInitiationProtocolUniformResourceIdentifier(SIPURI)ofthe
Note:TheSIPURI userintheSIPURIfieldifthePBXtypeisMicrosoftOCS2007.TheSIPURIis
fieldisrequiredonly writtenas:
ifthePBXtypeis
MicrosoftOCS SIPURI=sip:x@y
2007. Where,xistheUsernameorExtensionandyisthedomainorIPaddressof
thehost.
Example:sip:james.bloggs@192.168.123.213
Note:Clearthe
14. SelecttheUserisActive(unchecktodisableauser)checkboxtomaketheuser
UserisActive
active.
checkboxtomake
theuserinactive.
Bydefault,the
userisactive. 6|Page

15. ClickSavetosavethedata.TheuserisdisplayedintheUserslist.

YoucanalsoaddmultipleusersbyimportingaCSVfile.Formoreinformation,refer
thesectionImportingusingCSVfiledetailswithinthisdocument.
Note:A#nextto Step4ConfiguretheUser
theusersname YouneedtoassigntheuseraCallRexlicenseandsecurityprofileforrecordingand
indicatesthat monitoringphonecalls.Thepoundsign(#)signnexttotheusersnameindicatesthat
CallRexlicenseis theCallRexlicenseisnotassignedtotheuser.TheLicenseTypegroupboxalso
notassignedtothe displaysavailablelicensesforeachlicensetype.Theuseralsoneedstobeassignedto
user.A*nextto asecurityprofile.
theusersname
indicatesthat ToassignuseraCallRexlicense
MultiMediaAdd
1. SelectConfigure>Usersinthenavigationpane.
onlicenseisnot
assignedtothe 2. SelecttheuserfromtheUserslist.
user. 3. IntheLicenseTypegroupbox,selectacorrespondingcheckboxtoassignCallRex
UnlimitedorCallRexOnDemandlicense.
Note:Bydefault,
OnDemandusers
areassignedtoan
OnDemandOnly
phoneprofile,and
cannotbemoved
intoanother
phoneprofile.
7|Page
Theuserisassignedaphoneprofilebasedonthelicensetypeassignedtotheuser.By
default,alltheuserswithOnDemandlicenseareassignedOnDemandOnlyphone
profileandcannotbemovedintoanotherphoneprofile.
Toassignuserasecurityprofile
2. FromtheSecurityProfileslist,selecttheprofiletoassigntotheuser.

Thesecurityprofileisassignedtotheuser.
Step5ViewPhoneActivity
Afterverifyingthattheuserisconfiguredcorrectly,youcanstartrecordingand
monitoringtelephonecalls.
Toviewphoneactivityfortheuser
1. SelectUsage>Phoneinthenavigationpane.
2. SelecttheuserwhomyouwanttorecordormonitorfromtheUserslist.
3. Makeacallfromtheusersphone.Afterthecallisconnected,noticethatthe
usersRemoteStatuschangesfromIdletoOnPhoneiftheuserisassigned
CallRexOnDemandOnlylicenseortoRecordingiftheuserisassignedCallRex
Unlimitedlicense.

4. Selecttheuserintheviewpane.
5. Inthetoolbar,click tomonitorthecallor torecordthecall.Youcanalso

simultaneouslymonitorandrecordaphone.
8|Page
ThefunctionalitiesofCallRexCallRecordingareexplainedindetailhere.
Usage
TheUsagesectionincludesthefollowingsubsections:PhoneandSearch.Each
subsectiondisplaysthedetailedinformationabouttheuserstelephoneusage.
Phone
Thephonesubsectionhastwotabs.TheUserStatustaballowsyoutoviewrealtime
phonecallsoccurringonyourPBX.TheRecordedCallstaballowsyoutosearchfor
andlistentopreviouslyrecordedphonecalls.
UserStatustab
TheusersincludedintheDirectReportsinConfigure>Usersaretheusersforwhom
youcanmonitorstatusintheUserStatustabandstartrecordingifrequiredrightsare
assignedtoyou.ItdisplaystheMonitoring,Recording,Flags,andCallStatusgroup
box.
UserStatusdefinitions
Column Description
Name Nameoftheuser
Ext Extensionnumberoftheuser
CallerIDNumber NumberofthecallerID
CallerIDName NameofthecallerID
OutgoingNumber Outgoingnumberdialedbytheuser
LocalStatus Statusoftheloggedinuser
RemoteStatus Statusoftheotherloggedinusers
CallDuration Durationofthecall
RecordingGroups Thephoneprofileassignedtotheuser.
TheprofilesincludeOnDemandOnlyor
Phone.
9|Page
LocalStatusandRemoteStatus
Note:Theremote TheLocalStatuscolumnreferstothelocalclientlookingatthecallstatusandcanbe
statusoftheagent differentthantheRemoteStatus.Whenyoulogontoanaccount,youcannotview
isblocked.The theremotestatusofyouraccountbecauseitisblocked,butyoucanviewthestatus
agentdoesnot ofanyotherdirectreports.
knowwhether
theyarebeing MonitoringCallsUsingPCSpeakersorHeadset
recordedor Youcanmonitoranycallsforyourdirectreportsiftheyhavealicenseassignedto
monitored. them.Youcanlistentoacallbeingmonitoredusingspeakersorheadsetonyour
computer.
Tomonitoracall:
1. Selecttheusernamewithactivecall,andthenclick intheMonitoringgroup
box.

2. TheLocalStatusoftheuserchangesfromOnPhoneorIdletoMonitoring,andis
highlightedinblue.

RecordingCalls
YoucanrecordthephonecallsofanyofyourDirectReportsiftheyhaveaCallRex
licenseassignedtothem.An*(asterisksign)nexttotheextensionnumberinthe
userlistindicatesthatMultiMediaAddonlicenseisnotassignedtotheuser.
Note:Ifrecording
isnotactivated Torecordacall
beforethecall 1. Selectauserwithactivecall.
ends,theLookback
recordingis 2. Click intheRecordinggroupbox.
discardedandthe
callisnot
recorded.
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IftheuserisconfiguredforLookbackrecording,theLookbackrecordingdialogboxis
Tip:Ifauseris displayedforconfirmationofrecordingacallfromthebeginning.
configuredfor
Lookback
recording,then
recordingsstarted
with**will
automaticallybe
Lookback
1. ClickYestorecordthecallfromthebeginning.TheLocalStatusoftheuser
recordings.Thisis
changesfromOnPhoneorIdletoRecordingandishighlightedinred.
idealforOn
Demandlicenses. 2. Topausetherecording,clickPause.
3. Tostoptherecording,clickStop.
Dependingonthephonesystem,userscaninitiatearecordingfromtheirphoneset.
Pressing**onthekeypadstartstherecordingandpressing##stopstherecording.
Thisaffectstheuserrecordingsonlyandnotthesystemeventsrecording.Thesystem
eventrecordingsaretriggeredbythephoneprofilesettings.
CallStatusdefinitions
CallStatus Indicator Description

Idle White Indicatesthattheuseriscurrentlynot
usingthephone.
Recording Red Indicatesthatthecallisbeingrecorded.
Monitoring Blue Indicatesthattheuserisbeing
monitored.
PrivacyEnabled Black Indicatesthattheusercannotsee
whethertheyarebeingrecordedor
monitored.
OnPhone Purple Indicatesthattheuseriscurrentlyusing
thephone.
Recording& Green Indicatesthattheuserisbeing
Monitoring monitoredandrecordedsimultaneously.
FlaggingCalls
Flaggingacallallowsyoutoassociateadditionalinformationaboutaphonecall.
Flaggingacallmakesiteasiertosearchforcallsthathavethespecificinformation
thatyourequire.

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Creatinganewflag:
1. ClickonConfigure>Users.Highlighttheuseryouwishtoassigntheflagto.
2. UnderFlags,clickonAdd.Typeinaname.IftheflagistobeanAgentDefined
flag,checktheboxnexttoAgentDefined.ClickOK.

3. IftheflagistobeaSystemDefinedflag,highlighttheflagnameandclicktheAdd
buttonundertheValuesbox.EnteravaluenameandclickOK.Repeatforas
manyadditionalvaluesasyouwishtoenter

Forallusersyouwanttobeabletousethisflag,youneedtoaddthatusertothe
DirectReportslistoftheusertheflagiscreatedunder.Forexample,iftheFlagwas
createdonJohnDoe,thenJaneDoewillhavetobelistedintheDirectReportslistfor
JohnDoe.

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Toflagacall:
1. ClickFlags.TheCallFlagsdialogboxopens.Youcanflagacallatanytimeduring
Tip:Youcanflag thecallorafterthecall.
yourphonecallat
anytimeduring 2. SelecttheflagnameandflagvalueintheFlagsandValuefields.
recordingorafter
youhavestopped
therecording
session.

3. Entercalldescriptionandcallnotesintherespectivefields.
4. ClickOKtosavethechanges.

RecordedCallsTab
TheRecordedCallstabdisplaysthesearchresultsandincludesalogofrecordedcalls.
Youcansearchrecordedcalls.Youcanplaybacktherecordedcallsorexportthem.
Youcanalsoeditflagsandevenverifythewatermark.

ViewingRecordedCalls
YoucanviewrecordedcallsforauserintheRecordedCallstab.Youcanfiltercall
recordsforaspecificdateordaterange.
Toviewrecordedcalls:
1. SelectUsage>Phoneinthenavigationpane.
2. ClickRecordedCallstabintherightpane.
3. SelecttheuserwhosecallsyouwanttoviewfromtheUserslist.
4. SelectCustomfromtheDatelist,andselectthestartdateandstopdateforthe
durationthatyouwanttoviewtherecordedcallsfromtheStartandStoplists.If
youselectanyotheroptionfromDatelist,thentheStartandStopfieldsappear
asgrayedout.Thesedatesareautomaticallyupdatedwithreferencetothe
systemdate.

5. ClickRefresh.Theresultsaredisplayed.
13 | P a g e

YoucanalsoconfigurethedisplayoftheRecordedCallslistfields.
ToconfigureDisplayFields:
1. ClickDisplayFieldsatthebottomofthelist.TheDisplayFieldsdialogboxopens.

2. Selectorclearthecheckboxescorrespondingtothefieldstoshoworhidethe
fields.
3. ClickOK.Theselectedfieldsaredisplayedinthelist.

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PlayingBackaRecordedCall
Anauthorizedusercanplaybackarecordedcall.
Toplaybackarecordedcall
1. RightclickonthecallyouwanttoplaybackandselectPlayfromtheshortcut
menu.TheCallRexPlayerislaunched.Allothercallslinkedtotheselectedcallare
listedintheplaylist.TheplaylistshowsthecalldetailssuchasName,Extension,
CallerID,etc.Acallchainiscreatedifallofthefollowingcriteriaaretrue:
acallwithmatchingCallerIDorOutboundNumberisrecordedinthelast
fourhours.
thecallrecordingisconvertedto.WAVfile.
therecordedcallendedinthelast20minutes.

Filemenu
MenuItem Description
Play Downloadsandplaystheselectedfile.
FlagSelection Openstheflaggingdialogboxtoflagacallrecording,
whichallowsyoutoassociateadditionalinformation
aboutaphonecall.
Delete Deletestheselectedcallrecordings.Aconfirmation
messageisdisplayedbeforedeletingthecallrecordings.
PlayAll Playsallthecallrecordingsinthechainofselectedcall.By
default,PlayAlloptionisselected.
Exit ClosestheCallRexPlayeranddeletescallrecordings
storedintemporarylocation.

15 | P a g e
Exportmenu
Asindividualfiles Saveseachrecordinginthechainasanindividualfile
atthespecifiedlocation.
Asconcatenated Eachrecordinginthechainissavedasasinglefileat
sequence thespecifiedlocation.
Viewmenu
Displaycolumns Allowstheusertoselectcallinformationcolumnsto
bedisplayed.
ExportingRecordedCalls
Youcanexportarecordedcallasastandardwaveandsaveitonyourcomputer.This
allowsyoutolistentothecallevenwhenyouarenotloggedontotheCallRexclient.
Thefilecanbeplayedonanystandardmediaplayer.Youcanalsoexportmultiple
callsbyselectingthem.
Toexportrecordedcalls:
1. Selectthecallsyouwanttoexport.RightclickthecallsandselectExportfromthe
shortcutmenu.TheBrowseforFolderdialogboxopens.

2. BrowsetotherequiredfolderandclickOKtosavethefile.
16 | P a g e
VerifyingWatermark
Thewatermarkfunctionallowsyoutoverifywhetherafilehasbeentamperedwhile
itwasstoredinCallRex.Thewatermarkfunctionalitydoesnotapplytorecordedfiles
thathavebeenexported.
Toverifyawatermark:
RightclickthecallandselectVerifyWatermarkfromtheshortcutmenu.The
ValidateWatermarkdialogboxappearsnotifyingwhetherthewatermarkfor
theselectedrecordedcallisvalidornot.
Search
Searchallowsyoutofindspecificcallswithouthavingtowadethroughalotof
Note:Atleastone unrelatedinformation.TheSearchsubsectionincludestheSearchCriteriataband
parametershould SearchResultstab.TheSearchCriteriataballowsyoutofindspecificinformation
besettoperforma associatedwithaphonecall.TheSearchResultstabdisplaystheresultforthe
search. selectedsearchcriteria.
SearchCriteria
TheSearchCriteriataballowsyoutofindspecificinformationassociatedwitha
phonecall.
Tosearchforaparticularrecord:
1. SelectUsage>Searchinthenavigationpane.
Note:ClickClear 2. SelecttheusernamefromtheUserslist.
Alltoclearthe
searchcriteria. 3. IntheSearchCriteriatab,selectoneormoreparameterofthesearchcriteria.
4. ClickSearch.TheresultsforthesearchcriteriaaredisplayedintheSearchResults
tab.

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SelectingSearchCriteria
TheSearchCriteriataballowsyoutosetthefollowingsearchparameters:
Parameter Description
DataSource Limitsearchtoaspecificcallinformationdatasource
TimePeriod Limitsearchtoaspecifictimeperiod
PhoneProfile Limitsearchtoaspecificphoneprofile
EmailKeywords ActiveonlyifMultiMedialicenseispurchased
InboundCalls LimitsearchtospecificcallerIDnumberandcallerID
name
OutboundCalls Limitsearchtospecificoutboundnumber
FlagName Limitsearchtospecificflagnameandflagvalue
DNIS LimitsearchtospecificDNISnumber
URL ActiveonlyifMultiMedialicenseispurchased
DataSources
Thedatasourcestoresthecallinformationsuchas,name,location,anddateand
timeofthefirstandlastcalls.
1. TosettheDataSourcesparameter,selectthecheckboxescorrespondingtothe
Note:Selectthe datasource.
ShowAlloptionto
viewallthedata
sources.
SelecttheShow
Selectedoptionto
viewonlythe
selecteddata 2. ClickSelectAlltoselectallthedatasources.
sources.
3. SelecttheShowAlloptiontoviewallthedatasources.
4. SelecttheShowSelectedoptiontoviewonlytheselecteddatasources.

TimePeriod
Thetimeperiodhelpslimitthesearchforarecordtospecifictimeperiod.
TosettheTimePeriodparameter,specifytheStartandStoptimeanddate
fromrespectiveTimeandDatelists.
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PhoneProfile
Thephoneprofilelimitsthesearchofrecordstothemembersofaspecificphone
profile.

TosetthePhoneProfileparameter,selectoneormorephoneprofiles.

InboundCalls
TheInboundCallsparameterlimitsthesearchofrecordstothespecificinboundcall
informationdetails.Therearethreesubparameterstobesetfrom.Youcansetone
ormoresubparameters.
Note:Selectaname
ornumber,and
clickEdittoeditthe
parameter.
Selectanameor
number,andclick
1. TosetCallerIDNumbersubparameter,selectanumberinthelist.Youcanalso
Deletetodeletethe
addnewnumbertothelist.
parameter.
a. Toaddanewnumber,clickAdd.TheAddCallerIDNumberTriggerdialog
boxopens.
19 | P a g e
b. Enterthenumber.Toperformwildcardsearch,youcanreplaceanumberby
*(asterisk).
c. ClickOK.ThenumberisdisplayedintheCallerIDNumberlist.
2. TosetCallerIDNamesubparameter,selectanameinthelist.Youcanalsoadd
newnametothelist.
a. Toaddanewname,clickAdd.TheAddCallerIDNameTriggerdialogbox
opens.

b. Enterthename.Toperformwildcardsearch,youcanreplaceanalphabetby
*(asterisk).Forexample,enteringA******displaysallnamesbeginning
withA.
c. ClickOK.ThenameisdisplayedintheCallerIDNamelist.
TheAgentIDsubparameteriscurrentlygrayedout.
OutboundCalls
TheOutboundCallsparameterlimitsthesearchofrecordstothespecificoutbound
callnumber.
TosetNumber,selectanumberinthelist.Youcanalsoaddnewnumberto
thelist.
Note:Selecta
number,andclick
Edittoeditthe
outboundnumber.
Selectanumber,
andclickDeleteto Toaddanewnumber,clickAdd.TheAddOutboundNumberTriggerdialog
deletethe boxopens.
outboundnumber.
20 | P a g e
Enterthenumber.Toperformwildcardsearch,youcanreplaceanumberby
*(asterisk).
ClickOK.ThenumberisdisplayedintheNumberlist.
FlagName
TheFlagNameparameterlimitsthesearchofrecordstothespecificflagnames
and/orvalues.
1. TosetFlagNameparameter,selectaflagnameintheFlagnamelist.
2. SelectcorrespondingflagvaluefromtheFlagValuelist.

DNIS
TheDNISparameterlimitsthesearchofrecordstothespecificDNIS.
TosetDNISparameter,selectaDNISnumberinthelist.Youcanalsoaddnew
Note:Selecta DNISnumbertothelist.
number,andclick
EdittoedittheDNIS
number.
Selectanumber,
andclickDeleteto
deletetheDNIS a. ToaddanewDNIS,clickAdd.TheAddDNISNumberTriggerdialogbox
number. opens.

b. Enterthenumber.Toperformwildcardsearch,youcanreplaceanumberby
*(asterisk).Forexample,entering425*******willshowallnumberswith
areacode425.
c. ClickOK.ThenumberisdisplayedintheDNISlist.
SavingSearchCriteria
Youcansavethesearchcriteria.Thisishelpfulwhensearchisperformedfora
specificsetofcriteria.
21 | P a g e
Tosavethesearchcriteria:
Note:ClickClearAll 1. Followsteps14listedinSearchtospecifysearchcriteria.
toclearthesearch
2. ClickSaveintheSavedSearchesgroupbox.TheSaveSearchdialogboxopens.
criteria.

3. EnteranameforthesearchintheNamefield.
4. ClickOKtosavethesearch.ThenameofthesearchappearsintheSaved
Searcheslist.

SearchResults
TheSearchResultstabdisplaystheresultsofthesearchcriteriadefinedintheSearch
Criteriawindow.Additionally,youcanfurtherfilterthesearchresultsDateRange.
Tofiltersearch
1. IntheDisplayOptionsgroupbox,selectthecheckboxforPhone.

2. IntheDateRangegroupbox,selecttheSearchResultsfromthelistandsetStart
DateandStopDateforthedurationthatyouwanttofilterthesearchresult.

3. ClickRefresh.Theresultisnarrowedtothedaterange.
4. Selectarecordandrightclicktoplaytherecordedcall,exportit,edittheflag,or
verifywatermark.
22 | P a g e
Note:Youcanalso
rightclickarecord
andselectPlay
fromtheshortcut
menutolistento
thecall.

ViewingCallsByDateRange
Ifyouknowthespecificdateofacall,youcanmodifytheDateRangeintheSearch
Resultstabtoviewallthecallsfortheuser,ratherthanusingtheSearchCriteria
windowtorunasearch.Youcansearchrecordsofmultipleusersforaspecificdate
range.
Note:Youcan
Tosearchcallsforadaterange
searchandview
callrecordsofyour 1. SelecttheseusersfromtheUserslist.
directreportsonly.

2. SelectCustomfromtheDatelist,andselectthestartdateandstopdateforthe
durationthatyouwanttoviewtherecordedcallsfromtheStartandStoplists.If
youselectanoptionotherthanCustomorSearchResultsfromthelist,thenthe
StartandStopfieldsappearasgrayedout.Thesedatesareautomatically
updatedwithreferencetothesystemdate.
23 | P a g e

3. IntheDisplayOptionsgroupbox,selectthePhonecheckboxtoviewthe
informationrelatedtophonecalls.
4. ClickRefresh.ThecallrecordsforalloryourDirectReportsaredisplayed.Youcan
alsorightclicktherecordandperformdifferentoperationsfromtheshortcut
menu.
Configure
TheConfiguresectionallowsyoutoconfigureUsers,Security,andPhonesubsections.
ItalsoallowsyoutoconfiguregeneralsettingsandstoragelocationintheGeneral
configurationsubsection.YoucanalsoconfiguredifferentservicesintheServices
subsection.
Users
TheUserssubsectionprovidesanoverviewofeachprofileofwhichtheselecteduser
isamember.
24 | P a g e

ViewingAssociatedProfiles
YoucanviewausersprofileintheUserssubsection.Additionally,youcanaddand
edittheuserprofiles.
Toviewprofilesassociatedwithauser
SelectausernamefromthelistintheUserssubsection.Theprofilesassociatedto
theuserareselected.
Toassociateaprofilewithauser
1. SelectausernamefromtheUserslist.
2. SelectthenameoftheProfilethatyouwanttoassociatewiththeuser.
Example:Intheabovescreenshot,JessicaAdamsisnotamemberofPhoneprofile.
ToassociateJessicaAdamswiththePhoneprofile,selectthePhoneoptioninthe
PhoneProfilesgroupbox.
AddingNewUsers
Torecordormonitortelephoneconversation,youneedtoaddtheuserwithrelevant
userinformation.YoucaneitheraddnewusersmanuallyorbyimportingaCSVfile.
Toaddnewusers
2. ClickAdd.TheUserInfodialogboxopens.Forinformationonaddinguser
information,refertotheAddNewUsersectionofthisdocument.
3. ClickSave.Theuserinformationissaved.
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EditingUsers
Afteraddingusers,youcanedittheirdetailstoassignthemadifferentusernameand
password.UserswhoneedtousetheCallRexClientrequireausernameand
password.Withouttheusernameandpassword,ausercannotlogontotheCallRex
Client.
Toeditusersaccounts:
2. ClickEdit.TheUserInfodialogboxopens.
3. Edittherequiredfields.
4. ClickSave.
Formoreinformationoneditingmultipleuserinformation,refertotheCallRexBulk
UserManagementGuide.
DeletingUsers
Deletingauserremovestheuserandallthedataassociatedwiththeuserfrom
database.
Todeleteusers:
1. SelectauserfromtheUserslist.
2. ClickDelete.Aconfirmationmessageappears.

3. ClickYestodeletetheuser.Allthedataassociatedwiththeuserwillberemoved
fromthedatabase.
MakingauserActiveorInactive
Youmayhaveuserswhoarenotworkingforthecompanyorlicenseshavenotbeen
assignedtothem.Mostcompaniesdonotwanttodeletesuchusersbecausethis
wouldresultindeletingalltherecordedcallsassociatedwiththatuser.Makingusers
inactivesavesalltheinformationassociatedwiththeuserandallowsyoutohide
theirnamessothatyoudonothavetoviewinactiveusers.Youcanidentifyan
inactiveuserbythe(I)aftertheusersextension.
Tomakeauseractive:
26 | P a g e
2. ClickEdit.TheUserInfodialogboxopens.
3. SelecttheUserisActivecheckboxtomaketheuseractive.

Note:Bydefault, Tomakeauserinactive:
inactiveusersarenot
shownintheUsers
list. 2. ClickEdit.TheUserInfodialogboxopens.
3. CleartheUserisActivecheckboxtomaketheuserinactive.
Toviewinactiveusers:
Note:Bydefault,new
usersareshownas
activeintheUsers
list.

ClickShowInactive.TheUserslistdisplaystheinactiveandactiveusers.You
canidentifyaninactiveuserbythe(I)aftertheusersextension.
27 | P a g e
ImportingUserdetails
TheImportfeatureallowsyoutoimportthedetailsofmultipleusersusinga.CSVfile.
Thisisusefulwhenyouareeditinginformationofmultipleusersormovingusers
fromonecomputertoanother.
CSVFields
Thefollowingtableprovidesanoverviewofthe.CSVfields.
Field Mandatory Screen Description
FirstName Yes UserInfo Firstnameoftheuser
dialogbox
LastName Yes UserInfo Lastnameoftheuser
dialogbox
Extension Yes UserInfo Anyextensionnumberassigned
dialogbox totheusersphone
UserID No None. Mustbeemptytoadduserasa
Unique newuser
database
value
AgentID No UserInfo Identificationnameornumber
dialogbox oftheuser
Department No UserInfo Nameoftheusersdepartment
Name dialogbox
UserName Yes UserInfo Assignedusername
dialogbox
Password Yes UserInfo Userpassword
dialogbox
SecurityProfile No Configure> Securityprofiletobeassigned
Name Users totheuser
GroupProfile No Configure> Phoneprofiletobeassignedto
Name Users theuser
PhoneIP/Mac No UserInfo IPorMacaddressofphone
Address dialogbox
IsUserActive Yes UserInfo Maketheuseractiveor
dialogbox inactive
0=Inactive
1=Active
28 | P a g e
Recording Yes UserInfo IPaddressofthemachine

ServiceIP dialogbox hostingrecordingservice
Address
Unlimited Yes Configure> Unlimitedrecordinglicense
License User allocation
0=Notassigned,1=Assigned
OnDemand Yes Configure> OnDemandrecordinglicense
License User allocation
0=Notassigned;1=Assigned
Multimedia No Configure> Multimedialicenseallocation
License User
0=Notassigned;1=Assigned
Multimedia No UserInfo NameorIPaddressofmachine
Computer dialogbox hostingthemultimedia
IP/Name services
ExchangeEmail No UserInfo Emailaddressforsendingthe
Address dialogbox notificationalerts
Note:TheSIPURI SIPURI Onlyfor UserInfo SessionInitiationProtocol

fieldisrequiredonly MicrosoftOCS dialogbox UniformResourceIdentifier,
ifthePBXtypeis 2007PBX writtenas:
MicrosoftOCS sip:x@y(wherexisthe
2007. UsernameorExtensionandyis
thedomainorIPaddressofthe
host)
Formoreinformation,refertotheCallRexBulkUserManagementGuide.
29 | P a g e
Toimportmultipleusersdetail

2. ClickImport.TheOpendialogboxopens.

3. Browsetoselectthe.CSVfileandclickOpen.TheCallRexImportProgressdialog
boxopens.

Theprocessedrecorddetailsaredisplayed.Anyrecordthatcannotbevalidatedis
skippedandanerrormessageisdisplayed.Asummaryisalsodisplayedattheendin
theResultwindow,whichshowstheTotalRecords,ImportedRecords,andSkipped
Records.
30 | P a g e
4. ClickOK.AllofthesuccessfullyimporteduserdetailsaredisplayedintheUsers
list.

ExportingUserDetails
TheexportfunctionalityallowsyoutoexporttheuserdetailsinaCSVfileformat.
Toexportusers:

2. ClickExport.TheSaveAsdialogboxopens.
Note:Bydefault,
theExportfeature
savesthefilewith
a.CSVextension.
Note:When
existinguser
informationis 3. EnteranameintheFilenamefieldandclickSave.TheCallRexExportProgress
exported,theUser dialogboxopens.Amessageisdisplayedwiththenumberofrecordsexported
IDfieldcontainsa successfullytotheCSVfile.
uniquevaluethat
identifiestheuser
intheCallRex
database.
4. ClickOKtofinish.
31 | P a g e
LookbackRecording
Lookbackrecordingcanbeenabledforeachuser.Lookbackrecordingallowsa
managerlisteningtoarealtimecalltostartrecordingthecallatanytimeduringthe
callandtheentirecallisrecordedfrombeginning.
ToenableLookbackrecording
2. ChecktheEnablecheckboxintheLookBackRecordinggroupbox.

PrivacyRights
Note:Userswith
Privacyrightsareprovidedtotheuserswhoseactivitiesarenotsupposedtobe
privacyrights
monitoredorrecorded.
enabledcannot
recordtheirown Toassignprivacyrights
phonecalls.
Note:Onlyan 2. SelecttheNoRecording/MonitoringcheckboxinPrivacyRightsgroupbox.
administratorcan
removealicense
andassignittoa
newuser.Users LicenseType
musthavea
ThelicensingmodelforCallRexisbasedonaperuserbasis;thereforeyoumust
licenseassignedto
assignalicensetoeachuser.ManagersandITpersonnelwhousetheCallRexclientto
logontothe
administerthesoftwareortoplaybackrecordedinformationalsorequirealicense.
CallRexClient.

EachCallRexlicenseallowsyoutomonitorandrecordtheusersphoneactivity.
Note:Bydeletinga
user,theassigned
licensecanbe
reused.However,
ifyoudeletea AssigningDirectReports
user,allthe Managerscanrecord,view,andreportinformationfortheirDirectReports.
informationsaved
fortheuseris ToaddDirectReportstoauser:
deleted.Just
1. SelectauserfromtheUserslist.YoucanviewthelistofNonDirectReportsand
removingthe
DirectReportsoftheuser.
Licensedoesnot
deletedata. 2. SelecttheusersintheNonDirectReportsgroupbox.
32 | P a g e
Tip:Makesureto
addagentsastheir
ownDirectReport;
otherwise,they
cannotrecord
theirown
conversations.
3. Click toaddtheselecteduserstotheDirectReportswindow.
Tip:Toremove
usersfromDirect
Reports,selectthe
usersintheDirect
Reportslistand
click tomove
themtotheNon
DirectReportslist.

CreatingFlagNamesandFlagValues
Flagnamesandflagvaluesaredefinedbymanagerstoenableanyuserlistedastheir
directreporttoflagarecordedphonecall.

Forexample,JessicaAdamshasanumberofflagnamesdefined.Theflagnamed
SalesCallhasmultipleflagvaluesassociatedwithit.ThisenablesJessicasDirect
ReportstoflagcallsthatrelatetoSalesCallandassociateaflagvalueofSupport
offeredorDiscountofferedtothecall.Flagsmakeiteasiertosearchforrecorded
phonecallsbyspecifyingflaggedcriteria.

33 | P a g e
Toaddaflag
1. SelectConfigure>Userinthenavigationpane.
2. ClickAddintheFlagNamegroupbox.TheAddFlagdialogboxopens.

3. EnteraflagnameintheFlagNamefield.
4. SelecttheAgentDefinedcheckboxtoenableagentstoenteranagentspecified
flagvalue.
5. ClickOK.
Toeditaflag
2. ClickEditintheFlagNamegroupbox.TheEditFlagdialogboxopens.

3. Maketherequiredchanges.
Todeleteaflag
1. Selecttheflagnameyouwanttodelete.
2. ClickDelete.Theflagandalloftheassociatedflagvaluesaredeleted.
Toaddaflagvalue
2. ClickAddintheFlagValuegroupbox.TheAddFlagValuedialogboxopens.
34 | P a g e
3. EnteraflagvalueintheFlagValuefield.
4. ClickOK.
Toeditaflagvalue
2. ClickEditintheFlagValuegroupbox.TheEditFlagValuedialogboxopens.

3. Makerequiredchanges.
Todeleteaflagvalue
1. Selecttheflagvaluethatyouwanttodelete.
2. ClickDelete.
Security
TheSecuritysubsectionallowsuserswithrequiredrightstoconfigurethesecurity
rightsassociatedwitheachprofile.Bydefault,theAdministratorprofilehasallthe
securityrightsassignedanditcannotbemodified.TheProfiles,CallControl,View,
Reporting,Search,andFlaggroupboxesaregrayedoutwhentheAdministrator
profileisselected.
35 | P a g e
ViewingSecurityProfileSettings
Youcanviewtherightsassignedtoasecurityprofile.
Toviewsecurityprofilesettings
1. SelectConfigure>Securityinthenavigationpane.
2. SelectasecurityprofilenamefromtheSecurityProfilesgroupbox.Therights
assignedtotheselectedsecurityprofilearedisplayed.

TheAdministratorprofilehasallrightsandtheProfiles,CallControl,View,Reporting,
Search,FlagandEventsgroupboxesarenotavailablewhenyouselectAdministrator
astheSecurityProfile.
CreatingaNewSecurityProfile
Youcancreateprofilesforvariousrolessuchasadministrator,agent,andmanager.
Youcanassigncertainrightsforrecordingandmonitoringcallsforeachprofile.
Toaddanewsecurityprofile:
2. ClickAddintheSecurityProfilegroupbox.TheAddSecurityProfiledialogbox
opens.
Note:Theprofile
namecanhavea
maximumof20
characters.

3. EnterthesecurityprofilenameintheProfileNamefield.Theprofilenamecan
haveamaximumof20characters.
4. ClickSave.TheprofilenameisaddedtotheSecurityProfile.
36 | P a g e

5. Selectthesecurityprofilenameandassigntherequiredsecuritypermissionsin
theProfiles,View,CallControl,Search,andFlaggroupboxes.TheCallControl
groupboxisgrayedoutifPhoneisnotselectedintheViewgroupbox.Formore
information,refertotheSecuritydefinitionssectionwithinthisdocument.
6. Adduserstothesecurityprofilememberslist.Formoreinformation,refertothe
AddingandRemovingUsersfromSecurityProfilesectionofthisdocument.
EditingSecurityProfiles
Youcaneditexistingsecurityprofiles.
Toeditasecurityprofile:
Note:The 1. SelectConfigure>Securityinthenavigationpane.
Administrator 2. SelectthenameofthesecurityprofilethatyouwanttoeditintheSecurity
profilecannotbe Profilegroupbox.Theconfigurationoptionsfortheprofilearedisplayed.
edited.
3. ClickEdittochangetheprofilename.TheEditSecurityProfiledialogboxopens.

4. MaketherequiredchangesintheProfileName.
5. ClickSavetosavethechanges.
6. Editthesecurityrightstoupdatetheconfigurationoptions.
37 | P a g e

DeletingaSecurityProfile
Youcandeleteasecurityprofile.Bydefault,allofthemembersofthedeletedprofile
becomemembersoftheAgentprofile.
Todeleteasecurityprofile:
2. SelectthenameofthesecurityprofileyouwanttodeleteandclickDelete.A
confirmationmessageappears.

3. ClickYestodeletethesecurityprofile.
Securitydefinitions
Field Description
Profiles AddMemberscanaddanewrecordinggroup.
EditMemberscaneditarecordinggroupif
theyaretheowner.

DeleteMemberscandeletearecordinggroup
iftheyaretheowner.
AllProfilesMemberscanadd,edit,anddelete
allrecordinggroupseveniftheyarenotthe
owneroftherecordinggroup.
CallControl MonitorMemberscanmonitorcallsofdirect
reports.

PlaybackMemberscanplaybacktherecorded
callsofdirectreports.
38 | P a g e
RecordMemberscanrecordthecallsofdirect
reports.
DeleteMemberscandeletearecordofdirect
reports.
ExportMemberscanexportarecordofdirect
reports.
AllUsersMemberscanmonitor,playback,
record,delete,andexportcallsofallusers.
View PhoneMemberscanviewactivityinthePhone
areaofthesearch.

WebMemberscanviewactivityintheWeb
areaofthesearch(forMultiMediaAddOn
only).
EmailMemberscanviewactivityintheEmail
areaofthesearch(forMultiMediaAddOn
only).

ScreenShotMemberscanviewactivityinthe
ScreenShotareaofthesearch(forMultiMedia
AddOnonly).
ComputerMemberscanviewtherealtime
computeractivity(forMultiMediaAddOn
only).
CallsrecordedbytriggerMemberscanview
allcallsrecordedbyphone.
Reporting ViewPreDefinedReportsMemberscanview
anduseallpredefinedreports(forMultiMedia
AddOnonly).

Search AllUsersIfselected,memberscansearchthe
recordedorloggedACDcallsofallusers.
Ifcleared,memberscansearchonlyfor
recordedorloggedACDcallsoftheirDirect
Reports,orcallsthathavebeenrecordedbythe
system.
InactiveUsersIfselected,memberscansearch
forinactiveusers.
Flag EditFlagMemberscaneditflagsassignedto
thecalls.MangersdefineflagsfortheirDirect
39 | P a g e
Reports.
Events ViewEventsMemberscanonlyviewthe
eventsofdirectreports.
DeleteEventsMemberscanviewanddelete
eventsofdirectreports.
AddingorRemovingUsersfromSecurityProfile
YoucanmoveusersfromtheNonMemberslisttotheMemberslistforthesecurity
profileorfromMemberstoNonMembers.
Toaddorremoveusers
2. SelectasecurityprofileintheSecurityProfilesgroupbox.
3. Selecttheuserstobemoved.
4. Click buttontomovetheusersfromtheMemberslisttotheNonMembers
list,or buttontomovetheusersfromtheNonMemberslisttothe
Memberslist.
Phone
ThePhoneprofileallowsadministratorsormanagerstoconfigureautomated
recordingtriggers.Thesetriggersdeterminethemethodtorecordinboundor
outboundcalls.
40 | P a g e
Note:Changes
cannotbemadeto
thePhoneandOn
DemandOnly
profiles.

ViewingPhoneProfileSettings
Youcanviewrightsassignedtoaphoneprofile.
Toviewthephoneprofilesettings
1. SelectConfigure>Phoneinthenavigationpane.
2. SelectaphoneprofilenamefromthePhoneProfilegroupbox.Therights
assignedtotheselectedphoneprofilearedisplayed.

TheOnDemandOnlyandPhoneprofilesettingscannotbechanged.
CreatingaNewPhoneProfile
Userswiththerequiredprofilescancreatephoneprofilesandassignvariousrightsto
themforrecordingandmonitoringphonecalls.
Toaddanewphoneprofile:
Note:Theprofile 1. SelectConfigure>Phoneinthenavigationpane.
namecanhavea 2. ClickAddinthePhoneProfilegroupbox.TheAddPhoneProfiledialogbox
maximumof20 opens.
characters.
41 | P a g e

3. SpecifyaprofilenameintheProfileNamefield.Theprofilenamecanhavea
maximumof20characters.
4. SelectaprofileownerfromtheProfileOwnerlist.Thexindicatestheextension
numberoftheuser.
5. ClickSave.TheprofilenameisaddedtothePhoneProfile.

6. SelectthephoneprofilenameandsetrequiredtriggersintheInboundCalls,
OutboundCalls,andSchedulegroupboxes.Formoreinformation,refertothe
AssigningRecordingTriggerstoaProfilesection.
7. Adduserstothephoneprofilememberslist.Formoreinformation,refertothe
AddingandRemovingUsersfromPhoneProfilesection.
EditingPhoneProfiles
Youcaneditexistingphoneprofiles.
Toeditaphoneprofile:
2. SelectthenameofthephoneprofileyouwanttoeditinthePhoneProfilegroup
box.Therecordingtriggersfortheprofilearedisplayed.
3. ClickEdittochangetheprofilename.TheEditPhoneProfiledialogboxopens.
42 | P a g e

4. MaketherequiredchangesintheProfileNameandProfileOwnerfields.
5. ClickSavetosavechanges.
6. Edittherecordingtriggerstoupdatetheconfigurationoptions.

DeletingPhoneProfile
Youcandeleteaphoneprofile.Allofthemembersofthedeletedphoneprofilewill
becomemembersofeitherPhoneorOnDemandOnlyprofiledependingonthe
licenseassigned.
Todeleteaphoneprofile
2. SelectthenameofthephoneprofileyouwanttodeleteandclickDelete.A
confirmationmessageisdisplayed.

3. ClickYestodeletethephoneprofile.

43 | P a g e
AddingorRemovingUsersfromaPhoneProfile
UserswithrequiredpermissionscanmoveusersfromtheNonMemberslisttothe
MemberslistforthephoneprofileorfromMemberstoNonMembers.
Toaddorremoveusersfromaphoneprofile:
2. SelectaphoneprofileinthePhoneProfilegroupbox.
3. Selecttheuserstobemoved.
4. Click buttontomovetheusersfromtheMemberslisttotheNonMembers
list,or buttontomovetheusersfromtheNonMemberslisttothe
Memberslist.
AssigningRecordingTriggerstoaProfile
Recordingtriggersenablesyoutorecordspecificphonecalls,allcalls,orrecordinga
percentageofinboundoroutboundcalls.
Selectthenameofaprofileandsettriggers.
InboundCalls
Theinboundcallrecordingtriggercanbeconfiguredeitherforapercentageoftotal
inboundphonecallsorspecificcallerIDnumbersandcallerIDnames.
Toconfigureinboundcallstrigger
2. SelectthenameoftheprofileinthePhoneProfilesgroupbox.
3. IntheInboundCallsgroupbox,specifyapercentageofthetotalinboundphone
callstoberecorded.
44 | P a g e
4. Alternatively,specifyaCallerIDNumberorCallerIDNameforsettingthe
inboundtriggersifthePBXissettoretainthisdata.Selecttherespectivecheck
boxestoactivatethesefilters.

5. ClickAddintheCallerIDNumbersgroupboxtoaddatrigger.TheAddInbound
NumberTriggerdialogboxopens.

6. EntertheinboundtriggernumberintheNumberfield.YoucanaddcallerID
numbersbyusingwildcardssuchas*orbyenteringspecificnumbersinthe
Numberfield.
Note:Selectaname
ornumber,and 7. ClickOK.ThenumberisaddedtotheCallerIDNumberslist.
clickEdittoeditthe 8. ClickAddintheCallerIDNamegroupboxtoaddatrigger.TheAddInbound
parameter. NameTriggerdialogboxopens.
Selectanameor
number,andclick
Deletetodeletethe
parameter.

9. EnteracallerIDnameintheNamefield.YoucanaddcallerIDnamesbyentering
theexactnameorbyusingwildcardssuchas*.Enter*torecordrangeofnames.
Forexample,enteringJohn*willrecordanycallerbythenameJohn(for
exampleJohnDoe,JohnDeere,andsoon)callingintothesystem.
10. ClickOK.ThenameisaddedtotheCallerIDNamelist.
45 | P a g e
OutboundCalls
Theoutboundcallrecordingtriggercanbeconfiguredeitherforpercentageoftotal
outboundphonecallsorforspecificoutboundnumbers.
Toconfigureoutboundcalltrigger
3. IntheOutboundCallsgroupbox,specifyapercentage(0%to100%)ofoutbound
phonecallstoberecorded.

4. Alternatively,triggerscanbesetforoutboundnumbersbeingdialed.Theseare
thedigitsdialedfromthephoneset.SelecttheNumberscheckboxtoactivate
theoutboundnumberstrigger.
Note:Selecta
number,andclick
Edittoeditthe
parameter.
Selectanumber, 5. ClickAddintheNumbersgroupboxtoaddatrigger.TheAddOutboundNumber
andclickDeleteto Triggerdialogboxopens.
deletethe
parameter.

6. EnterthenumberintheNumberfield.Youcanaddnumbersbyusingwildcards
suchas*orbyenteringspecificnumbers.
7. ClickOK.ThenumberisaddedtotheNumberslist.

46 | P a g e
Inbound/OutboundCallTriggerdefinitions
TriggerName Description
%ofCalls Recordsaspecificpercentageofinbound
oroutboundcalls.
CallerIDNumber Selectthischeckboxtorecordall
inboundcallsthatmatchanyoftheCaller
IDnumbers.
CallerIDName Selectthischeckboxtorecordall
inboundcallsthatmatchanyoftheCaller
IDnames.
Number Selectthischeckboxtorecordall
outboundcallsthatmatchanyofthe
outboundnumbers.

Schedule
Youcansetrecordingtriggersbasedonaschedule.Specifyingthetimedurationisan
efficientwaytorecordspecifictelephoneconversations,ratherthanrecordingall
callsforauser.
Toconfigurerecordingtriggerbyschedule
3. IntheSchedulegroupbox,selecttheActivateSchedulecheckboxtoactivatethe
Schedulegroupbox.
Note:Youcan
moveCallRexusers
withUnlimited
licensesintoand
outoftheOn 4. SelecttheperiodfromtheStartDateandStopDatelists.
DemandOnly
profile,butusers 5. SelectthetimefromtheStartTimeandStopTimelists.
withOnDemand
licensescannotbe
removedfromthe
profile.
47 | P a g e
6. Selectthecheckboxestospecifythedaysforwhichrecordingtriggershouldbe
active.
7. Afteraddinganewphoneprofile,selectanotherprofiletoapplythesechanges.

OnDemandLicensesandtheOnDemandOnlyProfile
Note:Changes
cannotbemadeto IfyouhavepurchasedOnDemandlicenses,thenCallRexcreatesaphoneprofile
theOnDemand calledOnDemandOnly.AllOnDemandusersareassignedtothisprofile.Thisprofile
Onlyprofilesinceit islimitedtoondemand,adhocrecordingonly.ClickRecordtoinitiateanyrecording.
doesnotsupport
anytriggersor
schedules.
General
TheGeneralsubsectionintheConfigureprovidesgeneralconfigurationoptionsfor
emailsettings,licensing,compandingalgorithm,licensecount,callretention,volume
adjustments,scheduledsystemmaintenance,andmultimediasettings.

Note:Storeddata
mustbesavedto
theharddiskon
thecomputer
runningtheserver.
Donotstorecalls
toanotherhard
diskonthe
network.
48 | P a g e
EmailSettings
EmailSettingsareconfiguredforsendingthenotificationmessagestotheusers.
Definitions
Field Purpose
SMTPServer EnterthenameoftheSMTPserver.
SMTPPort EntertheSMTPport.
EmailAddress Entertheemailaddresswherethenotification
shouldbesent.
SMTPServerrequires SelectthischeckboxiftheSMTPserverrequires
authentication authenticationforyouremailmessages.
Username Entertheusernameofyouremailaccount.
Password Enterthepasswordofyouremailaccount.
Licensing
ThelicensingmodelforCallRexisbasedonaperuserbasis;thereforeyoumust
assignalicensetoeachuserandadministrator.ManagersandITpersonnelwho
accesstheCallRexclienttoadministerthesoftwareortoplaybackrecorded
informationalsorequirealicense.EachCallRexlicenseallowsyoutomonitorand
recordtheusersphoneactivity.
49 | P a g e
Togenerateatoken:
1. ClickGenerate.AuniqueTokenisgenerated.
2. SendanemailwiththeTokentoyourresellerortoTelrex.Youwillreceivean
emailwithCRandMMunlockkeycodes.
3. EntertheCRunlockkeycodeintheCRKeyfield.
4. EnterthemultimediaunlockkeycodeintheMMKeyfield.
5. ClickUnlock.Thenumberofuserlicensesyouhavepurchasedisdisplayedinthe
LicenseCountgroupbox.
CompandingAlgorithm
ACompandingAlgorithmisanInternationalTelecommunicationsUnion(ITU)
standardforconvertinganalogdataintodigitalformusingPulseCodeModulation
(PCM).EuropeandLatinAmericausesALaw,whileNorthAmericaandJapanusemu
Law(Law).

Bydefault,thelaw(Default;NorthAmerica,Japan)optionisselected.Iftheusers
arefromEuropeorLatinAmerica,thenselecttheAlaw(Europe,SouthAmerica,
Asia)option.
CallRetention
CallRetentionallowsyoutodeleteunwantedcallslikecallsoflessthanspecific
durationorcallsofolderthanspecificduration.Thisisusefultosavespaceonhard
disk.

TheDeleterecordedcallslessthanXsecondsoptionallowsyoutodeletecallsless
thanaspecifieddurationoftime.Thesecallsarenotsavedtothesystem.Thischange
50 | P a g e
iseffectivefromthetimeyouenterthevalue.Thecallsrecordedearlierarenot
deleted.

TheDeleterecordedcallsolderthanXdaysoptionallowsyoutodeletecallsolder
thanthespecifiednumberofdays.Thisdeletiontakesplace24hoursafteryoufirst
enteranyvalueintothisfield.Ifyouenter0inthisfield,callsarenotdeleted.
Events
EventLoggingapplicationisusedbyadministratorstoviewthehardware,software
andsystemproblems,andtomonitorthesystemevents.TheEventLogging
applicationcreatesalogofthecriticalandsignificanteventsgeneratedbythe
componentsoftheCallRexsystem.
Toviewevents
1. ClickShowEvents.AnewEventswindowopensdisplayingalistofallthe
capturedevents.
Note:Onlyan

administratorcan
viewordelete 2. Clickanyeventtoviewdetailsatthebottomofthescreen.
events.

TheEventswindowdisplaystherowsfetchedfromstatusservice.Therowsdisplay
theeventsgeneratedbycomponentsofCallRexsystemsuchasCallControl,
CallRecording,CallConversion,orStatusService.Thelowerpanedisplaysthedetails
aboutthecallrecordings.

51 | P a g e
EventsDefinitions
ColumnName Description
Severity Severityoftheevent.ItincludesInformation,
Error,Warning,Auditandsoon.
EventType Typeofevent.Forexample,CallStatistics,
Loginfailed,Connectionlossandsoon.
Address IPaddressofthecomputerwheretheevent
occurred.
ServiceType Typeofservice.Itincludesservicessuchas
CallControl,CallRecording,orCallConversion
service.
Timestamp Timewhentheeventoccurred.
Title Titleoftheeventdescribingeventinbrief.
Todeleteanevent:
1. Rightclicktheeventyouwanttodelete.Ashortcutmenuopens.Youmayselect
multipleeventsatatime.
2. ClickDelete.Aconfirmationmessageisdisplayed.

3. ClickYestodeletetheeventfromthedatabase.
VolumeAdjustments
Note:TheIP
TheVolumeAdjustmentsgroupboxprovidestheabilitytoincreasethevoicevolume
addressisthevalue
ofallcallsfromaspecificIPaddress.
oftheconnection
forthevoicetraffic.
Thisincreases
trafficbythe
volumefactor
selected.

ToaddanIPaddress:
1. ClickAdd.TheVolumeSettingsdialogboxopens.
52 | P a g e
Note:SelectanIP
addressandclick
Edittoeditthe
settings.
SelectanIPaddress
andclickDeleteto
deletethesettings. 2. EnteranIPaddressintheIPAddressfield.
3. EnterthevolumefactorintheVolumeFactorfield.Thevolumefactorisa
multiplicationfactor.Forexample,ifyouenter2,thentheincomingvoicevolume
isincreasedbyafactorof2.
4. ClickSave.
ScheduledSystemMaintenance
TheScheduleSystemMaintenanceallowstheusertoselectatimetoschedule
maintenanceforbetterperformanceofthesystem.WhenCallRexcustomershave
problemswithservicestabilityorunconvertedRAWfiles,thesupportengineerhasto
setupaprocessthatisreferredasScheduledMaintenance.Inthepast,Scheduled
Maintenanceinvolvedsettingupascheduledwindowstaskthatrestartsallthe
CallRexservicesandconvertsanyunconvertedRAWfilesbyexecutingabatchscript.
Withtheintroductionofthisnewfeature,scheduledmaintenanceisanintegrated
partoftheproductandiseasilyavailablefromtheCallRexClientuserinterface.

Theusercanspecifyadayandtimeonadailyorweeklybasistorunthesystem
maintenance.
Toconfigurethesystemmaintenance:
1. SelecttheEnableScheduledMaintenancecheckbox.
2. SelecttheDailyatoptionandsetthetimetorunthesystemmaintenanceona
dailybasis.
3. SelecttheWeeklyonoptionandsetthedayandtimetorunthesystem
maintenanceonaweeklybasis.
53 | P a g e
MultiMediaSettings
TheMultiMediaSettingsallowconfiguringinactivitytimeoutandprofilerefresh
timeforthemultimediaagentdeployedatclientmachine.Thisisonlyusefulifyou
havepurchasedCallRexComputerRecordinglicense.
Services
TheServicessubsectionintheConfigureprovidesconfigurationoptionsfordifferent
services.TheStatusservicerunsontheprimaryCallRexserver,whilemultiplecopies
oftheCallControl,CallConversionandCallRecordingservicesmaybedeployedina
singlelocationonmultipleservers,orinmultiplelocations.Aserviceisautomatically
addedattheruntime.

ACallRexCallRecordingdeploymenthasfourservices:
CallControl
CallConversion
CallRecording
Status(noteditable)

54 | P a g e
EditingServices
YoucaneditalloftheCallRexservicesexcepttheStatusservice.
Note:TheStatus Toeditaservice:
servicecannotbe 1. SelectConfigure>Servicesinthenavigationpane.
edited.
2. SelecttheservicethatyouwanttoeditandclickEdit.TheEditServicedialogbox
opens.TheservicetypeandIPaddressofthehostorhostnamearedisplayedin
theServiceDetailsgroupbox.
3. Maketherequiredchangestotheavailableoptions.
4. ClickSavetosavethesettingsfortheservice.

CallControlService
Onlyeditablecontrolsarediscussedhere.

1. IntheServiceDetailsgroupbox,selectthetypeofPBXfromthePBXTypelist.
2. EnterthePBXIPaddressinthePBXIPAddressfield.Thisfieldisactiveforspecific
PBXsonly.

55 | P a g e
CallConversionService

1. IntheStoragePolicygroupbox,enterthelocalstoragelocationintheLocal
StorageLocationfield.Thisisthelocationontheserverwheretheinformationis
stored.Also,specifythepercentageintheNotifywhendriveis:%full.This
enablesanotificationtobesenttotheconfiguredemailaddressifthelocal
storagereachesthespecifiedlimit.
2. IntheStoragePolicygroupbox,selecttheTransferfilestoaremotestorage
locationcheckboxtotransferthefilestoaremotestoragelocation.
3. IntheStoragePolicygroupbox,entertheremotestoragelocationsUNCpathin
theRemoteStorageLocationfield.
4. EntertheusernameintheUsernamefield.Theusernamemustbeenteredas:
Note:Ifyouselectthe DOMAIN\usernameorWorkgroupMachineName\username.
Transferimmediately 5. EnterthepasswordinthePasswordfield.
afterrecordingcheck
boxintheStorage 6. SelecttheTransferimmediatelyafterrecordingcheckboxtotransferthe
Policysection,the recordedfilestothespecifiedstoragelocationimmediately.
Schedulesectionisnot Or
available.
IntheSchedulegroupbox,specifyascheduletotransfertherecordedfilestothe
specifiedstoragelocation.Tosetaschedule:
1. SelectastarttimefortheschedulefromtheStartTimelist.
56 | P a g e
2. Selectthecheckboxcorrespondingtothedaysoftheweektoruntheschedule.

CallRecordingService:

1. IntheServiceDetailsgroupbox,selectthetypeofPBXfromthePBXTypelist.
2. IntheServiceDetailsgroupbox,enterthePBXIPaddressinthePBXIPAddress
field.ThisfieldisactiveforspecificPBXsonly.
3. IntheAssociatedServicesgroupbox,selectacallcontrolserviceaddressfrom
theCallControlServicelist.
4. IntheAssociatedServicesgroupbox,selectaconversionserviceaddressfrom
theConversionServicelist.
5. IntheStoragePolicygroupbox,enterthelocalstoragelocationintheLocal
StorageLocationfield.Thisisthelocationontheserverwheretheinformationis
stored.Also,specifythepercentageintheNotifywhendriveis:%full.This
Note:TheCall enablesanotificationtobesenttotheconfiguredemailaddressifthelocal
Optionssettings storagereachesthespecifiedlimit.
aregrayedoutif
PBXtypeis 6. IntheCallOptionsgroupbox,selecttheFlagCallswhenonholdforgreaterthan
anythingother __minute(s)checkboxandspecifytimeinminutesinthetextbox.
thanCisco.
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7. IntheCallOptionsgroupbox,selecttheFlagCallsthatareabandonedbycaller
whenonholdcheckbox.
8. IntheCallOptionsgroupbox,selectAddbeeptoneandoneseconddelayto
markholdscheckbox.
Todeleteaservice:
1. Selecttheservicetobedeleted.Youneedtomakesurethattheserviceis
uninstalledproperlybeforedeleting.
2. ClickDelete.Aconfirmationmessageisdisplayed.

3. ClickYestodeletetheservice.
TroubleshootingFAQ
Q:AfterIconfiguredtheCallConversionservicetotransfercallstoaremoteserver,
mycallsarenottransferringtothelocationIspecified.Whatarethepossiblecauses
forthisproblem?
A:Ifthecallsarenottransferring,butcanstillbeplayedbackorexportedthrough
theCallRexClient,thenyouneedtodoublecheckthelogininformationandUNC
pathyouenteredwhenyouconfiguredthetransferoptions.YouCANNOTusea
mappeddrivetostoretransferredrecordings.
IfthecallsarenottransferringandcannotbeplayedthroughtheCallRexClient,then
checkthefolderpermissionsonthedirectoryyouspecifiedasthetargetintheCall
Conversionservice.

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CallRexAutoUpdate
TheCallRexAutoUpdatefeatureallowsserviceupdatesanddownloadstheupdates
directlyfromTelrexupdateserver.

TheCallRexStatusServicemustbeconnectedtotheInternettoreceiveupdatesfrom
Note:Onlyusers Telrexupdateserver.TheCallRexClientandotherservicesreceiveupdatesfrom
withadministrator CallRexStatusServiceonceaconnectionisestablished.
logincanview
CallRexTrayiconand Ifanupdateisnotappliedsuccessfully,theCallRexStatusServiceautomaticallyrolls
receivepopup backtothelastworkingversion.
alerts.
TheCallRexUpdateServiceandCallRexTrayapplicationareinstalledwiththeCallRex
StatusService.TheCallRexTrayapplicationislaunchedduringWindowsstartup.An
iconisdisplayedinthesystemtray.OnrightclickingtheCallRexTrayicon,four
optionsaredisplayed:

Option Description
ViewUpdates OpenstheCallRexAutoUpdatedialog
box.Thisoptionisgrayedoutifthereare
noupdatesavailable
LaunchCallRexClient LaunchestheCallRexClient.
ConfigureCallRex OpenstheCallRexHostConfiguration
dialogbox.
Exit ClosestheCallRexTrayapplication.
Toapplyanupdate:
1. Ifanupdateisavailable,theCallRexTrayapplicationdisplaystheTelrex
UpdatespopupwindowwiththeAnewCallRexupdateisavailablemessage.

2. ClickinthepopupmessagetoopenCallRexAutoUpdatedialogbox.Youcan
alsorightclickontheCallRexTrayiconandselectViewUpdatestoopenthe
CallRexAutoUpdatedialogbox.TheCallRexAutoUpdatedialogboxdisplays
59 | P a g e
thenameanddescriptionoftheupdatewiththreeoptionstoselectthetime
whentheupdateshouldbeapplied.

3. Selectanoptiontoapplytheupdate.
a. SelectImmediatelyWillcauseamomentarydisruptiontotherecordingto
applytheupdateimmediately.Thisoptioncausesrecordingservicetorestart.
b. SelectAtnextservicerestarttoapplytheupdatewhentheservicestarts
nexttime.
c. SelectAtspecifictimetoapplytheupdateataspecificdateandtime.
4. ClickonAccept.Theupdateisappliedaspertheoptionselected.
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CallRexHostConfiguration
TheHostConfigurationWindowisusedtomodifyandverifytheCallRexnetwork
settings.Additionally,theHostConfigurationisusedtosettheloggingoftheCallRex
Services.ThelogsareusedbyTechnicalSupporttotroubleshootyourCallRex
installationandconfiguration.TheLogfilesarelocatedinC:\Program
Files\CallRex\Log.
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Miscellaneous
DatabaseBackup
Youcanbackupthedatabaseautomaticallyusingthirdpartybackuptools.
Thedatabaseistypicallylocatedat:
C:\ProgramFiles\MicrosoftSQLServer\MSSQL.1\DATA
Thedatabasefilenamesaretelrex35.mdfandtelrex35_log.ldf
Ifyouwishtobackupthedatabasemanually,therearetwooptions:
1. SQLManagementStudioExpressand
2. DBAgent

SQLManagementStudioexpressisfreelyavailablefromMicrosoftswebsite.
DBAgentisatooldistributedwithCallRex.ItistypicallylocatedintheToolsdirectory
underCallRexsdefaultinstallationfolder(C:\ProgramFiles\CallRex\).
Neitherofthesetoolshasanyautomaticbackupcapability.
ServerHibernation
Makesurethatyourserverisnotsettohibernate.ThisinterfereswiththeTelrex
software.
62 | P a g e
ManualConversionusingCracConv.
Purpose&Scope
TheCRACConvutilityisusedtoconvertunconverted.RAWfilesinto.WAVformat.
Theutilitysupportsmultiplecommandlinearguments.Thefollowingsectionwill
providethebasiccommandlineinformationnecessaryformanualconversionof
.RAWfiles.
Procedure
CRACConv.exeFolder<relative/absolutepath>
Convertsallthe.RAWfilesinthestoragedirectoryinto.WAVfiles.
Example:Cracconv.exeFolder"C:\ProgramFiles\CallRex\LocalStorage\11282007"
CRACConv.exeFile<Filename>
Filenameshouldbecombinationofcompletepathandfilename.
Example:Cracconv.exeFile"C:\ProgramFiles\CallRex\LocalStorage\1128
2007\00.e0.bb.1c.e9.5213.48.5811282007.raw"
CRACConv.exeIPAddressToday
Thiscommandlineargumentconvertsallthe.RAWfilesofcurrentdate.
Example:Cracconv.exe192.168.1.100today
CRACConv.exeIPAddressYesterday
Thiscommandlineargumentconvertsallthe.RAWfilesofpreviousdate.
Example:Cracconv.exe192.168.1.100yesterday
CRACConv.exeIPAddress<DATE>
Thiscommandlineargumentconvertsallthe.RAWfilesofaspecificdate.
Example:Cracconv.exe192.168.1.10011/27/2007
CRACConv.exeIPAddress<DATE1:DATE2>
Thiscommandlineargumentconvertsallthe.RAWfileswithinaspecificdaterange.
Example:Cracconv.exe192.168.1.10011/27/2007:11/29/2007
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Notes:
Commandsarenotcasesensitive
IPAddress=IPaddressofthemachinerunningthecallconversionservice
(CallRexServer)
DateformatmustbeMM/DD/YYYY
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AboutTelrex
Inadditiontocallrecording,Telrexalsoprovidescallcenteroptimizationsolutionsdesigned
specificallyforsmallandmediumbusinesses,suchas:
CallRexCallRecordingandCallRexExpress:Callrecordingandmonitoring
CallRexAgentEvaluation:Callscoringandagentcoachingforcallcenters
CallRexWorkforceManagement:Forecasting,scheduling,andadherence
monitoring
CallRexSpeechAnalytics:automaticanalysisofrecordedcalls
CallRexAPI:customintegrationsolutionforCallRexcallrecordingsoftware

Foundedin2000toaddresstherapidlygrowingneedforVoIPrecordingandmonitoring,
TelrexpioneeredtheVoIPcallrecordingmarketwiththereleaseofCallRexin2000.CallRex
wasthefirstpacketbased,VoIPtechnologytorecordandmonitortelephonecallsonIPorIP
enabledtelephonesystems.
TelrexisprivatelyheldwithcorporateheadquartersinKirkland,Washington.Learnmoreat
www.telrex.comorcall+1.425.827.6156.
Telrex
8512122ndAveNE,Suite321,Kirkland,WA98033
+14258276156+14258033323(fax)
www.telrex.com support@telrex.com
Telrex2009.Allrightsreserved.Telrex,CallRex,CallRexCallRecording,CallRexExpress,
CallRexHosted,CallRexComputerRecording,CallRexAgentEvaluation,andtheTelrexand
CallRexlogosaretrademarksofTelrex.Allothertrademarksmentionedinthisdocumentare
thepropertyoftheirrespectiveowners.
65 | P a g e

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CALLREXCALLRECORDINGADMINISTRATORSMANUAL

5. Inthetoolbar,click tomonitorthecallor torecordthecall.Youcanalso

CallStatus Indicator Description

Recording Yes UserInfo IPaddressofthemachine

Note:TheSIPURI SIPURI Onlyfor UserInfo SessionInitiationProtocol

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