aviation incident recorder - o · pdf file3.1 copperchase air server .....9 3.2 copperchase...

Bumicom Telecom BV Elviraland 5 C 2591 GE Den Haag (NL) Tel. +31 (0) 70 350 4500

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COPPERCHASE AIR

Aviation Incident Recorder

© 2017 Copperchase Ltd. All Rights Reserved. Printed in the UK. The information in this document may not be changed without written agreement of Copperchase Ltd. Copperchase Ltd and the Copperchase Logo are trademarks of Copperchase Ltd. The above disclaimers must be included for the crucial, most important trademarks in all publications with large editions. For limited edition publications, for example publications for specific clients, the following, general clause may be used: All other names, products and services are trademarks or registered trademarks of their respective owners.

Date May 23, 2016

Document version 16.0

About Solution Description Copperchase AIR

Contact details Copperchase Ltd Unit 12a Enterprise Court Crosland Park Cramlington NE23 1LZ

Solution Description Copperchase AIR

© Copperchase Ltd 2016 of 21

CONTENT

1 INTRODUCTION COPPERCHASE AIR ........................................................................................... 4

1.1 General ..................................................................................................................................... 4 1.2 (Air) Traffic Control ................................................................................................................. 4 1.3 Public Safety ............................................................................................................................ 4 1.4 Financial institutions .............................................................................................................. 4 1.5 Contact Centers ...................................................................................................................... 4

2 COPPERCHASE AIR RECORDING METHODS ............................................................................. 5

2.1 Overview .................................................................................................................................. 5 2.2 Trunk side / gateway recording (method 1) .......................................................................... 5 2.3 Central recording (method 2) ................................................................................................. 5 2.4 Extension Side Recording (method 3) .................................................................................. 6 2.5 Other signals (method 4) ........................................................................................................ 6 2.6 Triggering of recording .......................................................................................................... 6 2.7 Copperchase AIR Interfaces .................................................................................................. 7 2.8 Copperchase AIR CTI ............................................................................................................. 7 2.9 Copperchase AIR Incident Management / CRM / ERP integration ..................................... 8

3 COPPERCHASE AIR COMPONENTS ............................................................................................ 9

3.1 Copperchase AIR Server ........................................................................................................ 9 3.2 Copperchase AIR Operating System .................................................................................... 9 3.3 Software only and virtualization ............................................................................................ 9 3.4 Copperchase AIR recording interfaces ................................................................................ 9 3.5 Copperchase AIR codecs ..................................................................................................... 10 3.6 Copperchase AIR encryption ............................................................................................... 10 3.7 Copperchase AIR fingerprinting .......................................................................................... 10 3.8 Copperchase AIR on-line storage and archiving ............................................................... 10 3.9 Copperchase AIR screen recording .................................................................................... 10 3.10 Copperchase AIR time synchronization ............................................................................. 11 3.11 Copperchase AIR remote support ....................................................................................... 11 3.12 Copperchase AIR status monitoring and watchdog ......................................................... 11 3.13 Copperchase AIR – support ................................................................................................. 11 3.14 Copperchase AIR – additional components....................................................................... 11

4 COPPERCHASE AIR USER INTERFACE..................................................................................... 12

4.1 Introduction of the Copperchase AIR features .................................................................. 12 4.2 Copperchase AIR search criteria ........................................................................................ 13 4.3 Playback controls ................................................................................................................. 13 4.4 Add comment to calls ........................................................................................................... 13 4.5 Add labels to calls ................................................................................................................. 14 4.6 Downloading recordings ...................................................................................................... 14 4.7 E-mailing recordings ............................................................................................................ 14 4.8 Last Call Repeat .................................................................................................................... 14 4.9 Incident Reconstruction ....................................................................................................... 14 4.10 Recording Impound .............................................................................................................. 15 4.11 Reporting ............................................................................................................................... 15 4.12 Channel overview .................................................................................................................. 15 4.13 Listen in on communications .............................................................................................. 15 4.14 Log .......................................................................................................................................... 15

5 QUALITY MONITORING ................................................................................................................ 16

5.1 Evaluations forms ................................................................................................................. 16 5.2 Performing evaluations ........................................................................................................ 16 5.3 Viewing evaluation results ................................................................................................... 17 5.4 Operator Dashboard ............................................................................................................. 17

6 MANAGEMENT .............................................................................................................................. 18

6.1 Agent Management ............................................................................................................... 18 6.2 User management ................................................................................................................. 18



6.3 Permissions ........................................................................................................................... 18

7 SYSTEM .......................................................................................................................................... 19

7.1 Agent-Channel settings (Virtual agent module)................................................................. 19 7.2 Agent tabs .............................................................................................................................. 19 7.3 Recording Labels .................................................................................................................. 19

8 ADVANCED FEATURES ............................................................................................................... 20

8.1 Request to play ..................................................................................................................... 20 8.2 Four eye principle ................................................................................................................. 20

9 COPPERCHASE PROFESSIONAL SERVICES ............................................................................ 21



1 INTRODUCTION COPPERCHASE AIR

1.1 General

The Copperchase Aviation Incident Recorder is one of the most flexible communications recording solution available. The Copperchase AIR platform offers organizations the possibility to capture, store and replay different types of electronic communication by radio, phone, fax and PC. Copperchase AIR provides interfaces for TDM, IP (incl. ED137) and hybrid environments. Copperchase AIR is based on (COTS) Commercial of the Shelf technology, using industry standard operating systems, databases, network standards and (radio) telephony protocols to ensure flexibility, scalability, continuity, reliability, safety and seamless integration. The Copperchase AIR platform fits into a stand-alone and multi-site architecture. A distributed (multi-site) or global solutions exists of more Copperchase AIR servers connected via the LAN/WAN infrastructure and offers transparent operation and management. The solution provides a very user friendly GUI using both client-server and web based control. The Copperchase AIR offers extensive security features, such as password protected multi-level user access, encryption, fingerprinting and audit trails, to guard against unauthorized use and manipulation. Many organizations trust Copperchase AIR to provide them with the right recording solution. 1.2 (Air) Traffic Control

Secure recording and storage of radio and telephone calls

Incident reconstruction with mixed playback

Last Recording Repeat

Radar / CCTV Replay Integration

Disaster Recovery with parallel recording 1.3 Public Safety

Secure recording and storage of radio and telephone calls

Incident reconstruction with mixed playback

Last Recording Repeat

CTI integration for additional details

Speech Analytics 1.4 Financial institutions

Secure recording & storage telephone / trade board / speaker calls

CTI integration for additional call details

Central archiving

Speech Analytics

Disaster Recovery with parallel recording 1.5 Contact Centers

Secure recording and storage of ACD telephone calls

CTI integration for additional call details

Recording on demand

CTI / CRM integration

Screen Recording

Quality Monitoring



2 COPPERCHASE AIR RECORDING METHODS

2.1 Overview

The Copperchase AIR Recording Server can be connected in different ways, depending on the reasons for recording and the technical possibilities of the telecommunication platform. The combination of one or more recording methods in a single recording server is supported.

2.2 Trunk side / gateway recording (method 1)

Recording on analog, BRI, PRI (E1), H.323 / SIP trunk lines. All incoming and outgoing calls can be recorded. Selective Recording and Selective Archiving is possible based on the additional call details, derived from:

DTMF

D-channel information

H.323 / SIP information

CTI/CRM information

2.3 Central recording (method 2)

Recording from a dedicated analog, E1/PCM30/32 and IP interfaces of the radio / telephony platform. All incoming, outgoing and internal calls can be recorded. Selective Recording and Selective Archiving is possible based on the additional call details, derived from:

DTMF


H.323 / SIP information (ED137)

CTI/CRM information



2.4 Extension Side Recording (method 3)

Recording of analog, digital or IP-based extensions. All incoming, outgoing and internal calls can be recorded. Selective Recording and Selective Archiving is possible based on the additional call details, derived from:

DTMF



Proprietary IP protocol (Unistim, SCCP, Cornet IP etc.)

CTI/CRM information

2.5 Other signals (method 4)

Recording of analog, digital or IP-based signals from radio sets, receivers, microphones, public announcement systems, conference sets, DECT, GSM cell phones, fax lines. All incoming, outgoing and internal calls can be recorded. Selective Recording and Selective Archiving is possible based on the additional call details, derived from:

DTMF



Proprietary IP protocol (Unistim, SCCP, Cornet IP etc.)

CTI/CRM information

2.6 Triggering of recording

The start / stop triggers for recording can be configured, based on the requirements and technical limitations:

VOX (Voice Activated) for analog radio / telephony

Voltage Sense (voltage sensing) for analog radio / telephony

Contact (external contact trigger) for analog radio / telephony

TDM D-channel signaling (BRI / PRI / digital extensions)

IP signaling (SIP, H.323, proprietary IP protocol)

CTI connection based on CT Connect of Application Programmable Interface (API)

Blacklist - Whitelist

Recording on Demand (Start / Stop of Keep / Delete ) using DTMF, an application of extension

key



2.7 Copperchase AIR Interfaces

Copperchase AIR Interfaces to the following radio / telephone signals:

Analog Digital extensions Trunklines VoIP

Analog (2-wire) Analog (4-wire) Analog with Beep Tone insertion Radio Fax

Alcatel Aastra Aspect Avaya Bosch Integral EADS Mitel NEC Nitsuko DX2E Nortel Panasonic Philips Sopho Realitis Unify / Siemens

ISDN2 / BRI E1 ISDN30 E1 DASS2 E1 DPNSS E1 QSIG E1 PRI PCM30 PCM32 T1 4ESS T1 5ESS T1 CAS DMS-100 INS-1500 ISDN NFAS National ISDN1 / 2 H.323 trunk SIP trunk

Aastra Alcatel Avaya Cisco Ericsson ED137 Mitel (incl. SRC) Microsoft Lync Motorola NEC Nortel Selta Shoretel SIPREC Unify (Siemens) H323/H225 SIP/SIP Trunk VOX / RTP only

Partner programs: Mitel MSA Developer partner, Avaya DecConnect partner, Motorola Professional Radio Licensed Developer (Motorola MOTOTRBO) and Motorola Dimetra TETRA System Application Partner. 2.8 Copperchase AIR CTI

The Copperchase AIR platform offers an interface for Computer Telephony Integration (CTI). The Copperchase AIR communicates based on a serial, UDP, TCP/IP, CSTA, XML connection to capture valuable call details such as Operator / Agent ID, Extension ID, Unique Call ID, Split Number, Campaign ID, Skill, Call Type, Talk Group ID, Radio ID. This information can be used for:

Faster and easier search

Full incident reconstruction

Free seating

Selective recording

Selective archiving Copperchase AIR CTI is an optional software module and connects to the below platforms. Contact us for more details:

Platforms

Aastra MX-One Interactive Intelligence

Aastra Solidus e-Care IPC

Alcatel Key-Link

AMX MEP Telecom

Aspect Application Bridge / Unified IP Mitel

Avaya Aura, Communication Manager Motorola Dimetra ATIA / MCC 7500

Avaya IP Office, Integral NEC

BT Syntegra Nortel Meridian

Etrali Shoretel

Genesys SIP server Unify / Siemens



2.9 Copperchase AIR Incident Management / CRM / ERP integration

The Copperchase AIR platform also provides an interface to connect to third party Incident Management / ERP and/or CRM software. The Copperchase AIR communicates based on a serial, UDP or TCP/IP connection to capture valuable call details such as Incident ID, Operator / Agent ID, Chain ID, Project ID, Customer ID. This information can be used for:

Faster and easier search

Full incident reconstruction

Free seating

Selective recording

Selective archiving It is also possible to export the Copperchase AIR recordings in an external Incident Management application for full reconstruction with other sources (data, video, radar).



3 COPPERCHASE AIR COMPONENTS

3.1 Copperchase AIR Server

A Copperchase AIR system consists of one or more Copperchase AIR rack mount servers, to record:

TDM-based communication (telephony, fax, radio, microphone audio)

IP-based communication (telephony, fax, radio, microphone audio)

Metadata from CTI sources (CSTA, TAPI), CDR, SMDR

Metadata from Incident Management, Customer Relationship Management applications

Screen recordings

Copperchase AIR is based on a COTS chassis with a Slot-CPU and a PCI backplane. The chassis provides high availability and reliability using RAID1 technology and redundant power supplies. For environments that require an availability higher than 99,96 %, Copperchase recommends to implement parallel Copperchase AIR servers. 3.2 Copperchase AIR Operating System

Copperchase AIR uses the Windows 2012 R2 Server operating system. This operating system is used for businesses of all sizes. Windows Server integrates the strengths of Windows such as standards-based security, manageability, and reliability, Plug and Play, simplified user interface, and innovative support services. 3.3 Software only and virtualization

For most of the passive and active VoIP integrations, the Copperchase AIR can be delivered as a ‘software only’ solution for a generic server platform. Copperchase AIR supports virtual server infrastructure based on platforms such as VMWare ESX / ESXi and Hyper-V. 3.4 Copperchase AIR recording interfaces

For TDM recording, the Copperchase AIR is equipped with PCI / PCIe based recording interfaces with on-board Digital Signal Processing (DSP). These interfaces capture, process and store all voice and signaling. The Copperchase AIR Server is equipped with one or more recording interfaces depending on the type and number of channels to be recorded. Copperchase AIR supports TDM, IP and hybrid configurations in a single server chassis. Each Copperchase AIR Server chassis (4U) offers the following capacity:

Capacity per Recording Server

240 analog channels

240 digital extensions

120 ISDN2 / BRI trunk lines

512 ISDN30 / PRI time slots

480 concurrent VoIP channels



3.5 Copperchase AIR codecs

The Copperchase AIR recording interfaces support different codecs:

Codec bits per second Mbyte per hour Capacity per 2 Terabyte

G.711 64.000 28,8 64.000 hours

Microsoft GSM 13.000 5,85 320.000 hours

TrueSpeech 8.000 3,6 480.000 hours

3.6 Copperchase AIR encryption

All recordings are encrypted using the advanced AES-256 bit encryption algorithm. This means that the recordings can only be replayed with the Copperchase AIR Playback tools. 3.7 Copperchase AIR fingerprinting

To provide authentication and guard against manipulation, Copperchase AIR uses MD-5 fingerprinting. 3.8 Copperchase AIR on-line storage and archiving

Copperchase AIR offers on-line storage with the internal hard drives, optionally configured in RAID1. The storage can be set to:

First In First Out (FIFO) whereby the oldest recordings are automatically deleted when a

maximum percentage of the hard drive capacity is reached.

Maximum retention time, e.g. delete all recordings older than 3 months.

The recordings can also be stored on external media such as DVD, USB-devices, Network Attached Storage (NAS) or a SAN (Storage Area Network). 3.9 Copperchase AIR screen recording

Recording of phone calls in combination with recording an operator or agent’s screen activities provides more insight into the compliancy or quality of a customer contact. For the evaluation of front office and back office processes, you need to visualize how the agent is working with incident management applications, traffic control platforms, CRM systems and/or knowledge databases during a customer contact. Besides replay of pure audio recordings, the replay applications are also able to replay screen recordings. Simultaneous replay of audio and the related screen recording (or CCTV / radar images) is also possible. The Screen Recording Client software is installed on the customer’s workstations. Both FAT clients and thin clients (VDI’s, CITRIX) are supported. The required bandwidth per recorded workstation is 100 Kbit/s based on standard user activity.

In combination with voice recording, the Copperchase AIR recording server can provide for 120 concurrent screen recordings. When more concurrent recordings are required, an additional dedicated server is required for every 100 concurrent screen recordings. The required storage capacity for screen recordings is dependent on the level of screen activity and visual effects (mouse, background, screen saver, video replay etc.). Based on a 1024x768 screen resolution, high color screen, no visual effects and no screen saver, the following capacity is required:

Recording hours 500 1 000 5 000 10 000

Storage capacity 40 GB 80 GB 400 GB 800 GB



3.10 Copperchase AIR time synchronization

The Copperchase AIR can use different time synchronization sources:

Network Time Protocol (NTP)

DCF-77

GPS

Other time sources (e.g. PPM)

Daylight saving time adjustments are done automatically. The Copperchase AIR can also be configured for Universal Time Coordinated (Time UTC). 3.11 Copperchase AIR remote support

Copperchase offers 24 x 7 technical support. For remote support, Copperchase AIR is equipped with Windows Remote Desktop software. A secure VPN connection is always recommended. 3.12 Copperchase AIR status monitoring and watchdog

Each Copperchase AIR server is equipped with an internal watchdog that monitors the status and operation of the different hardware and software modules. The integrated Copperchase AIR Watchdog allows for alarms and event notification through the web interface, e-mail and SNMP. Optionally, alarms and events can be provided as an I/O output or through a GSM-dialer. The Copperchase AIR Watcher application can be installed on separate servers and allows you to monitor the health of the Copperchase AIR Recording server(s). 3.13 Copperchase AIR – support

Copperchase provides 24 x 7 support. Our organization offers customer specific Service Level Agreements with the following services:

24 x 7 Hotline

24 x 7 On-site support

Guaranteed response times

Guaranteed repair times

Software patches

Software upgrades

Spare parts management

Operational management (moves, adds & changes)

Disaster recovery

User Training

System Administrator Training

3.14 Copperchase AIR – additional components

If required, Copperchase can provide additional IT components, such as:

19“ cabinets

Rack mounted KVM units

UPS

Patch panels / LSA punch blocks

Cabling

Network switches

Ambient Microphones

GSM alarm units

Remote support infrastructure

Workstations, file servers & NAS / SAN systems



4 COPPERCHASE AIR USER INTERFACE

4.1 Introduction of the Copperchase AIR features

The Copperchase AIR software consists of several modules; the access to the different modules is based on the user level and authorization. The Copperchase AIR software is available in a client-server architecture or as a web based version. The Copperchase AIR playback software module offers the following functionality:

Navigate the easy to use the tree structure on Date, Time, Channel, Operator/Agent etc.

Search for calls with a detailed search query

Clipboard for reconstruction and playlists

Playback controls with start, stop, pause, FFW, REW, loop, faster / slower

Integrated playback of audio, fax transmissions (TIFF) and screen recordings

Marking of specific recordings

Add notes to specific recordings

Download recordings

E-mail recordings

Label recordings



4.2 Copperchase AIR search criteria

Recordings can be found on the below search parameters, depending on your (tele) communications platform:

Date and time

Duration

Direction (incoming, outgoing, internal)

Channel Number, Channel Name, Trunk ID or Time Slot ID

Agent ID, Operator ID, SIP URI

Number information (CLI / DDI / DNIS / Connect Number)

PDMI (Phone Display Message Information)

Radio ID, Talk Group ID

Skill ID, Call Reason

DTMF

Unique Call ID

Labels and notes (by user)

The search action can also be stored for later use. 4.3 Playback controls

Replay a recording by double click. Details of the recording will be displayed in the playback control. The user interface provides standard controls for pause, stop, play, speed and volume.

Per selected recording (or group of recordings) Copperchase AIR offers:

Item Description

Play Starts playback of the file(s)

Download Exports the call(s) as a .wav or .zip file. You can find more about this feature in the next chapter.

E-Mail Exports a call and e-mail it. You can find more about this feature in the “E-mailing calls” chapter.

To clipboard Copies the selected call(s) to a separate archive that is not automatically erased by the recorder. Calls on the clipboard are available until manually removed by a user.

Edit note Edits the note attached to a call. The note can be seen in the note column.

Evaluate Starts evaluation of this call.

Assign agents Allows the user to add what agent can be heard in the recording.

Use for calibration Use this call to start a calibration session.

Evaluation results Shows a list of results of evaluations of this call.

Properties View call information in a new window. In this window you can also add labels and edit the note of the call. Labels can be defined under the systems page.

4.4 Add comment to calls

Copperchase AIR allows for adding comments to specific call sections. These can be color coded for easy navigation.



4.5 Add labels to calls

Automatically, Copperchase AIR adds labels to calls based on the call type. You can also add customized labels to recordings for further analysis and filtering.

4.6 Downloading recordings

Recordings and metadata can be downloaded in standard .WAV (audio) and .csv (data) files. The recordings can also be exported in a secured format for court replay.

4.7 E-mailing recordings

Recordings can be sent by e-mail from the Copperchase AIR application. When sending a link the user can specify how long the link can be used. Single use, infinite links (never expire and allows anyone who knows the link to have permanent access) or limited links (allow for the link to automatically expire a number of days after it has been sent). 4.8 Last Call Repeat

On the “Last Call” page you can find an overview of all recent calls. This overview will refresh automatically when new calls become available. You can filter the overview by clicking on the “Channels” column and selecting either a channel or agent. The user can also use the last call feature in a small window by clicking the link on top of the page “Open Last Call in new window”. This will open a new interface in a small window that allows the user to quickly navigate through recent calls on a single channel. Using the back arrow and forward arrow you can playback calls before or after the current call. The number will indicate your current position with the most current calling being zero, -1 being the call before that, etc. The double forward arrow will always bring you back to the most recent call. 4.9 Incident Reconstruction

Using the Copperchase AIR Incident Reconstruction module allows the user to view and play recordings on multiple channel in the same way they would have occurred at the time of recording. This includes the delay between calls and how one channel relates to another as far as timing and overlap goes. In the resulting overview you will now see the recordings of communications in the given time period. You can playback a single call by double clicking it or you can playback of all these calls (including delays between calls) by clicking “Play all” in the upper left.



4.10 Recording Impound

This feature enables the user to export all communication recordings during a date by date period for investigation of an incident. The user can set a begin and an end date and export all communications over this period in a readable (password protected) .wav format. 4.11 Reporting

In the Reports tab users can create and view reports about all the metadata the Copperchase AIR has collected. Reporting can be done about (depending on system configuration):

Average duration of recordings

Total number of recordings

Evaluation scores

Number of evaluations

Reports are made using a wizard. The settings used to generate a report can be stored so it can be loaded later to generate the report with ease. 4.12 Channel overview

In the “Channels” tab users can find a list of all channels (depending on user permissions) and their status in real time. A status filter allows users to view channels that are a certain status.

4.13 Listen in on communications

In some configurations it is possible to use live monitoring (with a short delay). 4.14 Log

Via the log users can view log messages generated by the recorder. This includes the playback and download of recordings by the users of the web interface.



5 QUALITY MONITORING

Quality Monitoring is an optional module and allows users to evaluate by recordings or operators. Evaluations are done based on evaluation forms. These forms can be managed by the user and also be limited to a subset of evaluators if desired.

5.1 Evaluations forms

Users can create multiple evaluation forms.

Feature Description

Limiting access Limit access to a given form to a select number of users or user groups.

Score systems

You can decide to use forms just to store answers, it is likely you will want to use the build in automatic score system. Using this system it is possible to give a final score based on the given answers.

Critical question When the threshold for a critical question isn’t met, the entire evaluation gains a zero score.

Bonus questions The bonus score adds to the score of the total score.

Countdown Set a starting point and for each point earned in a category or question the resulting score is reduced. In essence this will turn them in a penalty. This system will still limit the minimum score to zero.

Capped The number of points the user can get from that question or category cannot exceed the given maximum.

Percentage Score by a percentage between the score as the absolute or capped system would give and the potential it could have been.

Dependent questions and categories

A possibility to only show a question or category when another question in the form does or does not have a given answers selected.

5.2 Performing evaluations

Users can start evaluating a recording by simply right clicking a call in the archive, and selecting “Evaluate”. Simply start answering the questions, while listening to the recording. If the communication has a screen recording attached it will start playing in a separate window. It is even possible to evaluate an operator simply by clicking the Operator name to start. This allows you to evaluate the operator in his role or evaluate other communication channels.



5.3 Viewing evaluation results

There are multiple ways to view the results of an evaluation. View a list of completed evaluations on the operator’s page. Evaluations can also be downloaded in PDF or send by e-mail. Comparing evaluations can be done by selecting multiple evaluations that use the same form. Users can even hide questions where all answers match by (un)checking the “Hide Equal answers" checkbox on top of the form. 5.4 Operator Dashboard

All evaluation scores will generate a graph. The progression can be displayed in a line or bar chart. The user is able to compare end scores of multiple operators.



6 MANAGEMENT

6.1 Agent Management

The user can view, create, modify or delete operators that are known to its installation and, if desired, group operators into units. This may be used to create multiple divisions for example. The unit structure can be as deep and large as required. Once the units are created the user can add agents to them. It is possible to assign a single operator to multiple units. 6.2 User management

Users can view, create, edit and delete users and/or user groups. User groups are intended to allow users to group users together for easy management. For example, to manage the permissions of all your supervisors.

6.3 Permissions

A short overview of permissions that can be assigned to a user or user group.

Permission

Find Recordings Reporting View Operators

Listen to Recordings Full reporting Full operator list

Download Recording View Log Modify operator list

Copy to Clipboard View Systemlog Live Monitoring

Delete from Clipboard Manage Users Request recording

Edit Call notes Add Users Grant recording request

Mark Recordings Edit Users Reconstruction

Edit Recording Comment Delete Users Take evaluations

Assign Agents to recordings Add Groups Create evaluation forms

E-Mail recording as link Edit Groups View evaluation results

E-Mail recording as file Delete Groups View all evaluation results

E-Mail evaluation as link Channel Overview Mark for recording

E-Mail evaluation as file Recorder Settings

Last Recordings Can ignore censors



7 SYSTEM

The system page allows the user to make various changes to the configuration of the system. In the chapters below we will describe the available configurations panels and how to use them.

Channel settings

Account Security

Active Directory Settings

System Status

Modules

The modules page allows the user to activate and/or deactivate modules of the Copperchase AIR Web Interface. Below is a list of modules and there function.

Modules

Recorder operator module Last Recording module Reconstruction module

Request to play module Live Monitoring module Privacy module

Virtual operator module Message module E-mail module

Evaluations module Active Directory Number filter module

7.1 Agent-Channel settings (Virtual agent module)

The operator-channel mappings page allows the user to have the interface automatically tag call on a given channel with a selected operator. This module can also be used without the mappings. This would allow the user to keep a list of operators and manually assign them on a per-call basis.

7.2 Agent tabs

A panel that allows the user to create or modify tabs that are part of the operator profile. All information stored in the operator profile is on a per operator basis. There are three possible types:

Type Description

Text fields This tab can contain, as the name implies, text fields. The contents of each tab can be configured under “operator profile fields”.

Graph This tab contains a graph with the ability for the user to enter their own data. The contents of each tab can be configured under “operator graph”.

Log This allows the user to store time based notes.

7.3 Recording Labels

This allows the user to label freely usable labels. The labels assigned will be visible in the tooltip or in het search interface when searching for recordings. Not listed (or changeable) are the following system labels:

Label Description

Calibration Indicates this recording has been used for a calibration session.

Incomplete evaluation Someone started an evaluation but did not yet finish it.

Completed evaluation This recording has been evaluated.

Marked for evaluation This recording has been marked to be evaluated.

Evaluation request A user has request this recording be evaluated.

Critical failure This recording was evaluated and the evaluator found there to be a critical failure.

Contains comments This recording contains at least one comment.

Screen recording This recording has a screen recording.



8 ADVANCED FEATURES

8.1 Request to play

The request to play feature can be used to allow users to view all recordings they have access to on the archive page, but not play them without special permission from a supervisor. When a limited user clicks on a file to start playback in the archive the system will automatically check if the user has already received permission to start playback. If not it will pop-up a window where the user will be required to enter a reason on why he should be allowed to listen to the recording. When the user then clicks “Save”, the request is send to all supervisors that have access to the recording. If the message module is enabled this includes a notification through said message module. The user can also see the request and status on the archive page under Playback request item. Here the user can also withdraw requests if he/she desires. The supervisor can then view the request either through the message system (if enabled) or on the archive page under “playback request”. Both allow the supervisor to listen to the call him-/herself and grant or deny the request. On the archive page this is done by right clicking the request and selecting the appropriate option. Granting playback will allow the supervisor to define how long he wants to grant the user access to the call. This number is expressed in days. The user will then be informed they have been granted through the message system. Declining allows the supervisor to give the reason on why the request is being declined. As with a granted request the user will be informed through the message system (if enabled). Once access to a recording has been granted the user can simply play that recording as he normally would, or he can play it right from the playback requests list on the archive page. 8.2 Four eye principle

The four eye principle (sometimes referred to as the two-man rule) forces two or more users to login before access to the system can be granted to prevent abuse. You then select how many additional users have to be required for the user to login.



9 COPPERCHASE PROFESSIONAL SERVICES

New functions and features and released on a regular basis. Customers that have a Service Level Agreement with software maintenance have access to the latest releases free of charge. Copperchase also provides professional services for customized solutions. Some examples:

Naval based radio integration for capturing in-band ATIS codes of ships;

IP-based radio recording;

Record on Demand functionality;

Integrated touch screen Last Call Repeat application;

Customized web based replay application integrated in the customers’ workflow;

Selective archiving based on call types;

Trunked Radio integration;

Mobile recording systems for ships and public safety vehicles;

GSM-based IVR, inside the Copperchase AIR;

Customer Feedback;

Speech Analytics;

Radar Replay integration.

Contact Copperchase if you have a special requirement.

aviation incident recorder - o · pdf file3.1 copperchase air server .....9 3.2 copperchase...

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